LoanDepot

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the only resolution to the case would be for Loan Depot to desist with their lies!!!!!They have outright lied about parts of the loan process and completely misrepresented the factsThey apologized for the situation and for the last week have promised on Tuesday, Wednesday, Thursday and now Friday that the loan would be finalized and closedNow when I excessive the use of there Customer Support line at the lower portion of this complaint, they again lie about they process!!!!They claim that one of the businesses that were involved in the pool project at my home went out of business and that is an outright lie!!! Then hung up on me when I got angry and argued with them and the RepDidn't care in the least that her people were lyingCustomer Service is just trying to cover the lies of their Loan Servicer's.Yesterday [redacted] added my wife to the loan for additional financial support and said that with her on the loan, the loan was well past any problemsHe refused to ad my 501.K and Stock funds to the loan financials claiming that I didn't need themNow another Customer Support Servicer got on the phone and attempted to mislead the process that was begun in October and claim that it began in NovemberThe event that began in October was when the process was turned over to a "new" processor after I was promised that the closing would be done by ThanksgivingThis is Bold Faced Lie!!!!! I was promised this week four times that the loan would be granted and closed and AGAIN, it is notYesterday I got "Final Loan Figures" and today "NO CLOSING"!!!!!! Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I firmly disagree with LoanDepot stating that the appraisal report is accurate and formally request that they send my report to an appraiser local to my area for reviewNote, [redacted] is NOT localThe appraiser should be from [redacted] and have knowledge of the local marketThe appraisal is inaccurate for several reasons with the most notable reason being that they used at least two PUD comps which are neighbourhoods that carry their own market value while my neighbourhood is notMy request is still a refund, but will settle with a desk review by a local appraiser, a new appraisal by a local appraiser or, at the very least, a partial refund Regards, [redacted] ***

We appreciate the opportunity to respond to our customers concerns regarding the removal of the PMI payment on the loanWe work in an environment of complete transparency, with a high standard of integrityWe apologize for any inconvenience the customer may have encountered According to our records, we received the executed documentation to remove the PMI coverage on April 10, A correction letter was sent on April 25, 2017, informing the customer that the PMI has been removed and that the new effective date of the changes will be on May, 1, A refund in the amount of $was also sent to the customer on April 25, for the PMI payment made in April We trust our response full addresses the customer’s concernsThank you for allowing us to respond to our customers inquiries If additional information is needed, contact our Customer Care Team at (888) 337-6888, Ext***, Monday to Friday, 8:00AM to 5:00PM Pacific Time

We appreciate the opportunity to respond to the concerns of our customers in this complaint Our customers are provided an initial estimate of the loan processing timeline Depending on the customer’s responsiveness, it can be a very smooth and timely process We are heavily dependent on the customer for a bulk of the documents needed, as we do not have access to obtain them ourselves We communicate with the customers to advise them on the documents that are needed Often, we do work with customers that are on unique schedules We make an effort to work with the schedules and their preference for contact Our customer worked a second shift, and was not able to communicate by telephone or email during her work time This made the process very challengingWe had many delays in waiting for the documents from the customer to continue the process During the process we had some rescheduling of staff assignments in order to make sure the customer had zero impact to the processing scheduleWe got final approval, however, due to the difficulty in contacting the customer, we were unable to go over the final Closing Disclosure, and final loan termsThe rate lock expiredThe customer executed the rate lock agreement and was aware of the dates of expiration Rate locks can be extended, however, there are costs involved, and no pricing exceptions were approved We work as a team with our sales and processing teams If a customer asks for a member of management, it may be a sales or processing manager They are all familiar with the loan, and are capable of assisting customers Attempts were made to contact the customer during business hours We understand that the customers work schedule presents many challenges for the customer to contact us, however, we are subject to business hour confines, and did our best to work with our customer We have reviewed the customer’s request for a refund of the appraisal deposit The services were rendered, and the funds in their entirety were used The customer received a copy of the appraisalThe customer executed an Appraisal Deposit Agreement, which specifically explains the reasons in which a refund would be applicable We respectfully deny the customer’s request for a refund as it is not warranted

Please accept this as a formal response to the rebuttal that loanDepot received regarding the complaint originally submitted on March 09, loanDepot apologizes if Mr [redacted] felt that [redacted] was not responsiveAfter a review of our call records, we can confirm that Ms [redacted] made several attempts to reach out to Mr [redacted] Mr [redacted] has been in communication with loanDepot’s Servicing department in regards to the $withdrawal Our systems show that Mr [redacted] set their monthly mortgage payment with our auto draft processAs such, the payment in the amount of $was auto draftedMr [redacted] , placed a stop payment on the auto draft payment, as he claims he was unaware that the payment would be auto drafted and sent payment via live check In response to Mr [redacted] escrows, he sent a check in the amount of $1,119.62, bring the account current We appreciate the opportunity to reevaluate the customer’s complaintShould the customer wish to further discuss, they may contact, Customer Care Supervisor, [redacted] ***, at ###-###-#### or via email at [redacted] Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have not been told that the loan is closing yetUntil I hear that I'm not satisfied Regards, [redacted]

Mr [redacted] was contacted on August 22, by a loanDepot Licensed Loan OfficerDuring the call, he indicated that he would like to lower his interest rateThe Licensed Loan Officer informed Mr [redacted] that it was necessary to run a credit report in order to obtain specific rates and loan programs that would qualifyVerbal authorization was provided to access Mr [redacted] , as well as his spouse’s credit profileHe also provided nonpublic personal information that would be pertinent in discussing possible rate optionsAfter reviewing the rates and preliminary information, Mr [redacted] stated that he would need to consult with his spouseMr [redacted] requested to be contacted the follow day, August 23, The Licensed Loan Officer attempted to reach out to Mr [redacted] but was not successful Mr [redacted] was non-responsive, resulting in the loan application to be declinedloanDepot is obligated to notify an application of action taken on the applicant’s request for credit, whether favorable or adverse, within days after receiving a completed application There was technical oversight with the Adverse Action Notice that was issued on September 7, 2016, in which it stated the loan was declined due to “Excessive Obligations in Relation to Income” An amended Adverse Action Notice was mailed on August 21, 2016, stating the loan was declined due to “Credit Application Incomplete” Mr [redacted] ’s credit is not affected by this notice, nor is there any action takenThe notice clearly states: “You are receiving this notification because you either showed interest in an on-line mortgage or you applied directly with us for a mortgage loanIf you simply checked a box on the internet regarding home financing, we could have received your information and attempted to contact you or we have contacted you In compliance with Regulation B, the Equal Credit Opportunity Act, you are being notified of an adverse action that was taken against you or your application for creditIf your information came through the Internet, we may have attempted to contact you and were unable to do soSince we were unable to contact you, we simply closed your file out of our system and will show your credit application as incomplete” As of August 22, 2016, loanDepot attempted to reach out to Mr [redacted] to address their concerns and have been unsuccessfulMr [redacted] may reach out to Customer Care at [redacted] extension ***, should they wish to further discuss

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I am not satisfied that Loan Depot accepts responsibilty for the abdelay Regards, [redacted]

loanDepot would like to apologize to Mr [redacted] for any frustration or inconvenience this situation has caused him After loanDepot reviewed Mr***’s financial paperwork submitted in March, it determined that it was missing his business tax returnsOn May 20, 2016, [redacted] in Customer Care received proof that Mr [redacted] sent his business tax returns to the original Loan Officer, [redacted] ***, on March 3, Unfortunately, it appears Mr [redacted] did not forward that documentation to Processing, per standard procedureloanDepot is unable to discuss this with Mr [redacted] because he has left the companySince the Processing Department believed they did not have the tax return, they made attempts to contact Mr [redacted] to request the documentThose call attempts were made on April 7, and April 14, On April 19, 2016, Mr [redacted] advised that he had already sent the tax returns and did not wish to send them againloanDepot was unable to locate that document so it cancelled the existing loan application on April 21, Subsequent to declining the original loan application, loanDepot was able to locate the documentloanDepot apologizes for these errors and the inconvenience they caused Mr***On April 22, the lead was assigned to a new Loan Officer, [redacted] loanDepot confirmed that Mr [redacted] was charged for a second credit pull fee in the amount of $loanDepot will be reimbursing Mr [redacted] for that fee as it was charged in errorWith that said, loanDepot also confirmed that Mr [redacted] was not charged for a second appraisal deposit, which would normally be charged for a new application After a review of the phone calls between Mr [redacted] and Mr***, loanDepot acknowledges that Mr [redacted] did not set correct expectations for the time it would take to submit the loan to the Underwriting DepartmentMr [redacted] admitted this to Mr [redacted] during a conversation on May 5, and this was reiterated by Mr [redacted] ’s manager, [redacted] that same dayMr [redacted] advised that before the file could be submitted to the Underwriting Department, it needed an updated appraisalIt is noted that Mr [redacted] advised Mr [redacted] on May 5th that the updated appraisal report we received is the same one previously provided in March Based off the review of the borrower’s concerns regarding the appraisal, the Appraisal Management Company was able to speak to the appraiser, and the appraised advised that he did in fact inspect the interior of the homeHe does take his son along to inspections as he is in training to become an appraiserThe appraiser advised he was at the property times and his son was there each timeAlso, the appraiser signed a certification (page of the appraisal) stating that he has personally inspected the interior of the home as part of the assignmentThis is #in the Appraiser’s Certification: “I performed a complete visual inspection of the interior and exterior areas of the subject propertyI reported the condition of the improvements in factual, specific termsI identified and reported the physical deficiencies that could affect the livability, soundness, or structural integrity of the property.” In regards to adding 7% to the loan amount, this was the property taxes that needed to be paidThe borrower did not want to pay for them out of his own pocket and did not want to add this amount to the loan amount, and as such, the loan was cancelled as the borrower did not want to move forward with the terms presentedAlso, loanDepot issued multiple pricing exceptions to this borrower for his loan including a refund of his appraisal deposit which is usually not refundable if an appraisal was completed for the property loanDepot sincerely apologizes that Mr [redacted] felt he was lied to and felt deceivedHis concerns will be utilized as a training opportunity to further better our staff

After a review of our systems, there was a conversation between the borrower and loanDepot’s servicing department on February 18, On February 22, 2016, Servicing reviewed the email the borrower sent her regarding the websiteThis email does not confirm proof of payment, but it only provides information on how much the payment would cost if the borrower made a payment via mobileOn February 23, 2016, the borrower spoke with a supervisor in the Servicing department who advised Ms [redacted] that she was trying to make her payment after the cut off time (9pm Eastern Standard Time) and have already waived late fees previously for October and the November late paymentsThe borrower was assessed a late fee because her payment was received on the 18th of the monthBased off of this, loanDepot will not be reimbursing the borrower the late fee loanDepot sincerely apologizes that Ms [redacted] ’s experience regarding the servicing of your loan has been anything less than satisfactoryHere at loanDepot, we have established responsible lending and customer service as our core values

Attached is the Letter of Explanation regarding this complaint.Thank YouSan Diego Revdex.com Complaint #: [redacted] Borrower Name: [redacted] Complaint Date: 8/24/2015Borrower’s Complaint Filed with the Revdex.com:I started our loan application on May 8, After months of PROCESSING, nothinghad happenedAgain, on my effort I contacted [redacted] asking about the processingIwas again told that it was the loan had been SUSPENDED by underwritingTheRESTRUCTURE team would be in contactWell, it is August and I have informed LoanDepot to cancel our application! I informed [redacted] that I have never been treated sodisrespectfully by anyoneI had even call the CUSTOMER SERVICE OFFICE AND SPOKEWITH ***Service still did not improveAll that was accomplished was an appraisalthat no onE else will honor.I REQUESTED MY $$ BACKNOTHINGThis entire experiencewas more than disappointingIt kept us awake at night with no answersOur local creditunion approved our loan within week and we close in daysIF YOU ARE LOOKINGFOR A MORTGAGE...DONT DO IT HERE! I READ THE REVIEWS ON LINE AND EVEN TOLDTHE LOAN APPLICATION PERSON I WAS GIVING THEM A CHANCE ANYWAY....BOY WAS IWRONGSTAY AWAY! HOW DO THESE PEOPLE KEEP THEIR SATISFACTORY RATING? JUSTBY RESPONDING TO THE Revdex.com? I EXPECTED BETTER.Borrower’s Desired Settlement:REFUND OF APPRAISAL FEE IMMEDIATELY($200)loanDepot’s Borrower Complaint Summary:The borrower states that her loan was in process for months and feels that she was disrespected The borrower is requesting a refund of her $upfront appraisal deposit loanDepot Findings and Response:loanDepot sincerely apologizes that the borrower feels disrespected by loanDepot as that was neverour intentionAfter a review of the file, the borrower’s loan had debt-to-income (DTI) issues thatneeded to be addressed and overcome, and loanDepot attempted to assist the borrower in everyway that we can in overcoming said issuesDue to the borrower’s qualifying FICO score, themaximum DTI was 43%, and it was discovered in process that the borrower opened new creditaccounts which exceeded the debt that was originally supposed to be paid offFurthermore, theborrower filed for bankruptcy in and had derogatory credit history since that bankruptcy asrecent as May As such, the loan had to be reviewed and scrutinized more closely byloanDepot’s underwriting department, and the borrower was subject to provide additionaldocumentation regarding the bankruptcy as well as months of cancelled checks to support themortgage payment history, months of their most recent bank statements to cover the fundsneeded for closing, and other documentationUltimately, the borrower did not provide all of thenecessary documentation to satisfy the conditions and close the loan, and her loan was cancelled onAugust 18, per the borrower’s request Ms [redacted] was charged $for the purpose of an appraisal deposit collected by credit card.Usually, this charge would be $395, but a customer service concession for Ms [redacted] was approvedto only collect a reduced deposit of $Prior to collecting this fee, loanDepot evaluates thecustomer’s needs and determines if they have a loan product that will help the customerThecompany conducts an extensive screening process on the phone with the customer to collect dataand find the property program that will fit the customer’s needsloanDepot then emails thecustomer information about moving forward with the loan The borrower executed the Appraisal Deposit Agreement on May 12, where it wasacknowledged:“The Appraisal Deposit of $is non-refundable if an appraisal has been completedon the subject propertyIf an appraisal has been completed on the subject property andyou cancel your application, you will not receive a refund of this appraisal deposit.”Because the appraisal was completed and the Appraisal Deposit Agreement was executed, a refundof that $is not warrantedBy signing and returning said agreement, the borrower acknowledgedthat she read, fully understood and agreed to the terms and conditions set thereofThe appraisalalone totaled $in where loanDepot had to cover the remaining balanceAttached are theAppraisal Deposit Agreement and the full Appraisal report with invoice In summary, loanDepot apologizes that Ms [redacted] ’s experience with loanDepot was anything less thansatisfactory and that she felt disrespectedThere were DTI issues on the borrower’s loan in whichloanDepot exhausted all resources to help her overcomeDue to the borrower’s credit history, the loanhad to be reviewed more closely and was subject to additional documentation to strengthen the loan.Ultimately, the borrower did not provide all the documentation needed and withdrew from the loanapplicationIn regards to the $appraisal deposit, a refund is not warranted as services wererendered with the appraisal and the borrower executed the Appraisal Deposit Agreement which statesthe deposit is non-refundableloanDepot did not profit in any way on this transaction as we weresubject to additional costs such as the remaining balance of the actual appraisal, credit reports,underwriting fees, etc

loanDepot sincerely apologizes and regrets that Ms [redacted] ’s experience with loanDepot was anything less than satisfactory As stated in the initial response, loanDepot has no control over the appraisal process and cannot choose which appraiser to conduct the inspectionThe appraisal process and inspection must be done independently as to ensure there is no bias or predetermined value or agendaThe impartial local/certified appraiser (valuation expert) completes the appraisal based on the most similar and best data available in the marketloanDepot has no reason to believe that an appraisal completed by an unbiased, impartial local, licensed expert is incorrect Furthermore, the Appraisal Deposit that the borrower executed on May 5, states the following: By signing the agreement, the borrower acknowledged that her card was going to be charged In regards to loanDepot lying to the borrower, there is no viable evidence that supports thisThe borrower is correct in that the appraiser is not an employee of loanDepot as it had to be done by an independent party to make sure the value is unbiasedIf the borrower can provide the appraiser’s email address that reflects the loanDepot name, then we will review this further In conclusion, our stance remains the same in that a refund of that $is not warrantedloanDepot did not profit from this loan application as we incurred expenses and losses on the borrower’s behalf that exceeded the $amountWe ordered an appraisal report, title reports, and were subject to additional costs on other services rendered

Attached is the Letter of Explanation regarding this complaint.Thank YouSan Diego Revdex.com Complaint #: [redacted] Borrower Name: [redacted] [redacted] Complaint Date: 7/6/ Borrower’s Complaint Filed with the Revdex.com: The Loan Depot promised they could close my loan within days, with the exact words being "I don't write loans that don't close"All of the facts of my income, credit, etc were disclosed day We are now at day and I am no closer to having the loan closed than I was on day They refuse to count income and then have problems with the debt-to-income ratioAgain, all of the income information was disclosed on day On numerous occassions I have told them if they can't close it to please let me know and I will move onI was assured "No, we will get you closed"Well, I made life decisions based on that promiseI moved into a more expensive place to liveNow I have found other mortgage companies who will absolutely accept all of my income (unlike Loan Depot), but now my rent is too high to qualifyTheir broken promises have now barred me from receiving a loan anywhereThe worst part of it all is the lack of communicationOn three occassions my loan officer took a "personal leave" without anyone else taking over my loanNo one seems to work on Fridays ever, though they repeatedly deny my application on Fridays; but no one can answer my calls to tell me whyIf the communication had been better, if people had done their jobs in a timely fashion, we would have known they couldn't close the loan before I moved into a more expensive place I cannot now afford, or before I was at a point where no one can approve me nowIf they had done their jobs, I would not be losing my entire world nowBroken promises and poor communication/work ethic is what marks this companyThey do not care about their clients and do not think they are deserving of prompt responses, or responses at allThey have ruined my life, and no one seems to be accountable for itAs I said, I gave them many opportunities to tell me they couldn't close it before I changed my life based on their promisesBut they continued to drag it out and drag me downMy life is now a financial catastrophe Borrower’s Desired Resolution: I need them to complete the loan as they promised they wouldIf they would just count my income (which other lenders say is fully within the [redacted] and [redacted] guidelines), this loan would have closed weeks agoI would also like them to change their practices for people in the futureNo one should ever be treated with the level of disrespect that I haveIf a loan officer is taking leave, put someone in is placeSo I need the loan, or I need compensation to fix the situation they have put me inThat compensation would amount to $12,to compensate for the change in my rent rate for the first year I incurred based on their promisesI will eat the second year of my two year lease because I am reasonableBut I would be perfectly happy simply receiving the loan I promised in the first placeAlso I expect to see disciplinary action against my loan officer and processor for their lack of respect for their clients loanDepot’s Borrower Complaint Summary: Borrower claims that she was upfront with loanDepot and feels misled Borrower claims that there were communication issues between her and loanDepot Borrower wants loanDepot to complete the loan or compensation of $12, loanDepot Findings and Response: loanDepot sincerely apologizes that the borrower feels misledloanDepot was able to get your file pre-qualified based on the information that was received at the time of applicationHowever, a pre-qualification is not a commitment to lend and is subject to change based upon receipt of information that may alter itAfter reviewing the file, Ms [redacted] ’s loan was never approved as we were still trying to overcome the debt-to-income (DTI) issueloanDepot exhausted all resources to try to get this loan approved, but ultimately, the loan was declined on July 11, due to the borrower’s DTI ratio being too high for loanDepot to lend uponFurthermore, Ms [redacted] moved into a more expensive place to live on her own accordIt was never communicated or advised by loanDepot that she should move into a new, more expensive place loanDepot sincerely apologizes for the miscommunication that occurred between Ms [redacted] and loanDepotThis will researched and handled internally Unfortunately, loanDepot cannot complete the loan due to the borrower’s DTI ratio being too high for loanDepot to lend upon per the guidelines that we must abide toIn terms of compensation of $12,000, as stated earlier, Ms [redacted] ’s loan was never approved and she moved into a more expensive place on her own accordloanDepot did not force her to move out of her previous residence to the one where she’s living currentlyAs such, compensation of $12,is not warranted In conclusion, loanDepot apologizes that Ms [redacted] ’s experience with loanDepot was anything less than satisfactory in that she feels disrespected and misled as well as in regards to the communication issuesloanDepot tried everything possible to make the loan work, but ultimately, the loan was declined due to the borrower’s excessive DTIFurthermore, compensation of $12,is not warranted to Ms [redacted] as it was solely her decision to move into her new residence Should Ms [redacted] have additional concerns, she may contact loanDepot’s Customer Care Department directly at [redacted] ext***Representatives are available to assist Monday through Friday from 8am to 5pm, PST

loanDepot Response: We appreciate the opportunity to respond to this complaint filed by our customerloanDepot is committed to providing exceptional customer serviceWe are grateful to clarify any misunderstandings that our customer had about the loan processIn the initial stage of the loan
process, we prequalified the customer based upon the verbal information they provided to the licensed lending officerThe customer was advised that the information is provisionalThe home appraisal will have to be completed to substantiate the value of the propertyA licensed appraiser was sent to the customer’s home to evaluate the propertyDue to concerns regarding access to certain areas inside the home, the licensed appraiser was not able to complete a full appraisalIt was evident that there were repairs that needed to be completedBased upon the appraiser’s assessment, these factors contributed to us not being able to move forward with the loanWe do our best to work with the customerHowever, there can be times that circumstances are beyond our controlThe customer did execute the "Appraisal Deposit Agreement", which defines the reasons in which a refund of the deposit would be applicableloanDepot paid the appraiser $for the trip to evaluate the propertyThis amount was deducted from the appraisal deposit of $We have issued a check to the customer for a refund in the amount of $loanDepot regrets that at this time we were unable to meet the customer’s refinancing goalsWe hope to work with the customer again in the futureIf additional information is needed, contact our Customer Care Team at *** *** Ext***, Monday to Friday, 8:00AM to 5:00PM Pacific Time

Hello,Please see attached response to complaint number ***.Thanks,San Diego Revdex.com Complaint #: ***Borrower Name: *** *** ***Complaint Date: 8/11/2015Borrower’s Complaint Filed with the Revdex.com:I knew this was the was it was going to be; but I just wanted it on record that Loan Depot does this topeople, not only to me but to othersLoan Depot knew all about my income and bills before theappraisalNothing was said then about not having enough incomeI think this the way Loan Depotmakes money without securing the loan the customer. Also, I did this to ensure that Loan Depot doesn't call me againAs stated before I am a senior citizenwith a fixed income and they knew this. Revdex.com knows what Loan DepotYou have had other complaints and still nothing is done about Loan Depot.Thank you and Loan Depot.Regards,*** ***Borrower’s Desired Resolution:loanDepot’s Borrower Complaint Summary:Borrower does not agree with final outcome regarding the refund request. Borrower requests to no longer be contacted by loanDepot.loanDepot Findings and Response:After a review of Ms***’s loan, the borrower was initially locked in to a 5.125% FHA Fixed 30Year loan on March 12, loanDepot sent your welcome package on the same day with allrequired documents to be executed prior to the processing of the loan product chosen. As a customer concession, Ms*** was only charged $200, rather than $for the purpose ofan appraisal fee which is collected by credit cardPrior to collecting this fee, loanDepot evaluates thecustomer’s needs and determines if they have a loan product that will help the customerThecompany conducts an extensive screening process on the phone with the customer to collect dataand find the proper program that will fit the customer’s needsloanDepot then emails the customerinformation about moving forward with the loan. Ms*** executed the Appraisal Fee Agreement on March 17, where she acknowledged:“The Appraisal Fee of $is non-refundable if an appraisal has been completed on the subjectpropertyIf an appraisal has been completed on the subject property and you cancel yourapplication, you will not receive a refund of this appraisal feeIf your application is declined, even ifthe appraised value is not what you expected, and an appraisal has been completed, you will notreceive a refund of this appraisal depositThe appraisal deposit will be held in trust until eitherrefunded to you, if applicable, or withdrawn to pay the appraisal management company.”Based off of this and because the appraisal was completed, a refund of $is respectfully declined.loanDepot’s stance regarding the refund request remains the sameloanDepot has added Ms.***’s information to the Do Not Mail and Do Not Call list so that she no longer receives anycommunication from loanDepot as requested. In conclusion, loanDepot sincerely apologizes that Ms***’s experience with loanDepot wasanything less than satisfactoryWe attempted to assist Ms*** with her loan request as much aspossible, but ultimately the loan was declined due to debt to income ratio on April 28, Based off ofthis and according to the terms executed on the attached Appraisal Fee Agreement, a refund of $isnot warranted. Should Ms*** have any additional questions or concerns, he may contact the Customer CareDepartment at *** ext***Representatives are available to assist her Monday throughFriday from 8am to 5pm, PST

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution of the refund satisfactory to meWith regards to the credit pull document I signed I understood my credit report would be pulled but did not authorize it to be done twice in one day, this is not my understanding of the document I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

June 30,
*** ***
*** ** *** ***
*** *** ** ***
Re: Arizona Revdex.com Compliant
ID ***
Dear Mr***:
loanDepot.com,
LLC dba imortgage received your
complaint filed with the Arizona RevDex.com (“Revdex.com”) on June 2, 2015.
imortgage takes all complaints seriously and appreciates the opportunity
to respond to Mr***’s issues. We
strive to provide excellent customer service in compliance with federal and
state regulations
First, we
would like to offer our apology that Mr*** had to experience an extended
amount of time to close his loan, and for the incorrect figures that were
entered on the final loan documents
Upon receipt of the complaint, an
investigation was performed to determine why Mr*** was charged $
dollars for the appraisal on the HUD-Settlement StatementIt was discovered
that the appraisal was ordered on February 19th and was provided to Mr
*** on March 4thIt was also determined that Mr*** was told that
imortgage would pay for his appraisalSince it was relayed to Mr*** that
his appraisal would be paid for, imortgage will reimburse Mr*** the $
that he was charged for the appraisal
Imortgage sincerely empathizes
for the level of customer service Mr*** experienced throughout the loan
process and the inconvenience this situation may have causedWe hope that the effort
made by imortgage meets Mr***’s desired resolution and expectations
Pending further direction from the Arizona Revdex.com, we consider
this matter closed
Sincerely,
*** ***
Corporate
Risk Manager
***
direct
***
office
***

loanDepot appreciates the opportunity to respond to the customer concerns about concerns about our credit decisionWe pride ourselves on working with the highest level of integrity and transparency in all our transactionsWe constantly strive to exceed the standards of excellence in all our
transactions.We must obtain a FICO score to determine if a loan offer can be extended with the best rates, and terms, the market has to offerloanDepot uses *** *** to obtain credit reportsThis trusted provider retrieves consumer credit information from the credit reporting agenciesOftentimes, the credit reporting agencies will utilize their stock symbol as an acronym when reporting data; Equifax (EFX), Experian (XPN), and TransUnion (TUC)The customer can obtain an updated credit report by contacting the credit reporting agencies, or through www.annualcreditreport.com.Our records show that the customer was prequalified based on the stated information we received initiallyOur loan origination team made efforts to exhaust all options in an attempt to get the loan approvedHowever, we are held to strict guidelines of the loan investorsAt the time the underwriter completed their review, unfavorable information reported to customer’s credit profile did not fulfill investor guidelines, and the loan was declined We apologize for any inconvenience the customer may have encounteredAs a gesture of good faith, we decided to refund the appraisal depositA credit of $was issued on September to the payment method the customer used initiallyWe greatly appreciate the customer’s interest in our company, and we hope to have a chance in the future to meet the customer’s financial needs.If additional assistance is needed, please contact our Customer Care Team at (888) 337-

We are grateful for the opportunity to revisit this complaintloanDepot is committed to always working with completetransparency in all our dealingsSurpassing the level of expectation of our customers is something we pride ourselvesuponIntegrity is an integral part of our business practices.We will offer our services to potential customers in various mannersAll customers are preapproved, however, to moveforward we do have to get an accurate, updated picture of their financesInitially, we are working on stated data fromthe customerWe are then compelled to verify all the information with documentationThis is a consistent practiceamong lendersWe are not in the business of turning away customersWe will try our best to accommodate everycustomerHowever, circumstances beyond our control will contribute to not being to move forward.We may have started working with a particular program; however, often the current situation of the customer preventsus from moving forward with the loanThe information requested, and sent in by customers is analyzedThere may berequests for additional data to validate documentation that was providedDeposits that were not explained income thatwas not mentionedThis may lead to us not being able to proceed with the original loan program.In our efforts to work with the customers, we may suggest another loan plan that fits the customer’s needsIt may havenot been what the customer wanted; however, it can still be a valid option for the customerOther loan programs couldrequire income verification, or employment verificationWe sincerely apologize that the customer felt they wereharassedOur intention is to be proactive in communicating any condition that needs to be met or sent in, to expeditethe customers file.We offer our services with no preconceived notions about the customerWe may use public information, a practiceconsistent among lenders, to generate businessWe are unable to know if the customers qualify for a productWe areunable to pull a credit report without customer’s consent, prior to sending a mailerEmployees, may come and go,however, we do not lose pace with the customers fileWe regret that there was a communication breakdownOurproduction manager, did take ownership of the small lapse in communication, the employee was no longer employedwith usOur focus remains on our customers.In careful review of the loan process and recordings, we found no wrong doing regarding the processing of informationon the customer’s loanWe understand that circumstances beyond our customers control can contribute to a loan notbeing approvedWe strictly adhere to the laws governing the Lending industry, and those of the investorsWe arethankful to be provided the opportunity of auditing this loan process againWe hope to be of service to the customer inthe future.If additional information is needed, please contact Customer Care at *** ***, Ext***, Monday to Friday,8:00AM to 5:00PM Pacific Time.Sincerely,*** ***Customer Care Analyst