{"took":334,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":8,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2351841","_score":39.33154,"_source":{"product":"Prepaid card","complaint_what_happened":"I returned several items to my local Home Depot on XXXX XXXX, 2016 that I had purchased using Visa prepaid card number XXXX XXXX XXXX XXXX. Home Depot issued a credit for {$39.00} to the prepaid card. The problem is that because the card had expired in XXXX of 2016, two months before Home Depot issued the credit, there is no way at all for me to retrieve those funds. My question is, why does the expiration date not show up when a store attempts to apply a credit to an expired card? This seems like a scam for the prepaid card companies to knowingly get funds that the customer has no way at all to access.","date_sent_to_company":"2017-02-24T17:57:36.000Z","issue":"Fraud or scam","sub_product":"General purpose card","zip_code":"068XX","tags":"Older American","has_narrative":true,"complaint_id":"2351841","timely":"No","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2017-02-20T14:54:25.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I returned several items to my local <em>Home</em> <em>Depot</em> on <em>XXXX</em> <em>XXXX</em>, 2016 that I had purchased using Visa prepaid <em>card</em> number <em>XXXX</em> <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>. <em>Home</em> <em>Depot</em> issued a credit for {$39.00} to the prepaid <em>card</em>. The problem is that <em>because</em> the <em>card</em> had <em>expired</em> in <em>XXXX</em> of 2016, two <em>months</em> <em>before</em> <em>Home</em> <em>Depot</em> issued the credit, there is no way at all for me to retrieve those funds. My question is, why does the expiration date not show up when a store attempts to apply a credit to an <em>expired</em> <em>card</em>?"],"product":["Prepaid <em>card</em>"],"sub_product":["General purpose <em>card</em>"]},"sort":[39.33154,"2351841"]},{"_index":"complaint-public-v1","_id":"2870918","_score":32.314674,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Last XX/XX/XXXX Home Depot sent a mailer offering me zero percent interest for 12 months on credit card purchases totally over {$290.00}. The offer was open from XX/XX/XXXX throughXX/XX/XXXX at XXXX. I decided to do my XXXX shopping at Home Depot specifically because of this promotion.\n\nBefore making the purchase, I called Home Depot to ask how any qualifying purchase would be noted as qualifying for the promotion and I was told that it would be \" automatic. '' At XXXX XXXX  on XX/XX/XXXX, I placed an online order for 8 items. The total order was {$380.00}. Please note that the purchase was OVER {$290.00} and placed BEFORE the offer expired at XXXX  of the XX/XX/XXXX. This has been confirmed by Home Depot representatives and I have attached documentation verifying it as well.\n\nToday,XX/XX/XXXX, I went online to pay my Home Depot Credit Card bill and noticed that the total amount owed was higher than expected. I downloaded my XX/XX/XXXX- XX/XX/XXXX statements and was surprised to find that I am being charged interest on the purchase that qualified for the promotion described above. I called the credit card company ( Citibank ) to inquire why I was being charged 26 % interest on a purchase that qualified for 0 % interest for 12 months. I was transferred four times trying to get someone to help me and ended up in the office of the president of Citibank, where I was informed by XXXX  that my purchase did not qualify for the promotion. Apparently, Citibank considered each separate item as a purchase rather than the qualifying total purchase, because they bill each item separately when each item was shipped. Therefore, Citibank claimed none of my purchases met the requirement of a purchase totaling {$290.00} or more. Furthermore, the billing date was the date of fulfillment by the vendor, rather than the purchase date, which Citibank said also disqualified my purchase. I informed XXXX  that the total purchase was {$380.00} and the total purchase was made before the deadline and I had the invoice to prove it, but she said repeatedly there was nothing she could do and advised me to contact Home Depot directly.\n\nI then called Home Depot and verified that the entire purchase did, in fact, qualify, as the purchase was made before the deadline of XXXX  XX/XX/XXXXand the total purchase was over the {$290.00} minimum. The Home Depot representative ( XXXX, Resolution Expediter, XXXX office ) created a conference call with XXXX  from the president 's office of Citibank, who merely reiterated that \" there was nothing they could do '' and kept insisting that the separate purchases did not qualify for the promotion.\n\nDespite the Home Depot representative confirming that the {$380.00} purchase was completed BEFORE the XX/XX/XXXXXXXX   deadline and totaled well OVER the {$290.00} minimum purchase required to qualify for the promotion, XXXX  simply kept repeating that my purchase did not qualify and there was nothing she could do, and that she had no supervisor that I could speak with.\n\nTo this date, I am being charged 26 % interest on a purchase that qualified for 0 % interest by Home Depot 's own criteria, but Citibank refuses to honor the promotion.","date_sent_to_company":"2018-04-10T22:32:11.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"Store credit card","zip_code":"786XX","tags":"Older American","has_narrative":true,"complaint_id":"2870918","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-04-10T21:32:54.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["Last XX/XX/<em>XXXX</em> <em>Home</em> <em>Depot</em> sent a mailer offering me zero percent interest for 12 <em>months</em> on credit <em>card</em> purchases totally over {$290.00}. The offer was open from XX/XX/<em>XXXX</em> throughXX/XX/<em>XXXX</em> at <em>XXXX</em>. I decided to do my <em>XXXX</em> shopping at <em>Home</em> <em>Depot</em> specifically <em>because</em> of this promotion."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["Store credit <em>card</em>"],"sub_issue":["Credit <em>card</em> company isn't resolving a dispute about a purchase on your statement"]},"sort":[32.314674,"2870918"]},{"_index":"complaint-public-v1","_id":"6906133","_score":31.355146,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"I purchased a refrigerator from Home Depot in XX/XX/XXXX. At the time, the store clerk offered me 0 % interest for one year if I opened a Home Depot credit card. I agreed, met the credit requirements, was offered a credit card account, accepted that offer, and then purchases the refrigerator on the newly-created Home Depot credit account. I then set up automatic minimum monthly payments and set a reminder on my personal calendar for XX/XX/XXXX ( when I was told the promotional rate would expire ) and then checked statements and the account to ensure payments were being made correctly and on time. After several months, everything was working fine. I still continued to ensure payments were being made, but had no correspondence with Home Depot ( other than statements ) and made no effort to reach out to them because I saw minimum payments were being made. In XXXX, after the reminder on my personal calendar, I logged in to find that interest began accruing on my account in XXXX ( 6 months before I was told it would ). I contacted Home Depot customer service and have spent several hours with them on the phone as they attempted to simply connect me with someone who had the capacity to adjust my account to match the original terms of the agreement. The customer service representatives have told me that they can only make adjustments back for 2 billing cycles, and since I waited longer than that, they can not help me ( note that the promotional periods are in 6 month increments, and there is no explanation why Home Depot has this constraint ). They have also said there is no number I can call other than the general customer service line to avoid longer wait times. \n\nI have made several attempts to resolve this through the secure message feature on Home Depot 's account website, as well as either answering or calling customer service on at least a dozen occasions. Home Depot has made no real effort to address my concerns, and at this point has reported my account as delinquent with credit agencies. I think this constitutes defamation and is impacting my ability to engage in business activities for a sole proprietorship I own. My credit score has been above XXXX, and often over XXXX, until this dispute.","date_sent_to_company":"2023-05-02T14:10:33.000Z","issue":"Other features, terms, or problems","sub_product":"Store credit card","zip_code":"554XX","tags":null,"has_narrative":true,"complaint_id":"6906133","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2023-04-29T15:23:22.000Z","state":"MN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["I still continued to ensure payments were being made, but had no correspondence with <em>Home</em> <em>Depot</em> ( other than statements ) and made no effort to reach out to them <em>because</em> I saw minimum payments were being made. In <em>XXXX</em>, after the reminder on my personal calendar, I logged in to find that interest began accruing on my account in <em>XXXX</em> ( 6 <em>months</em> <em>before</em> I was told it would )."],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["Store credit <em>card</em>"]},"sort":[31.355146,"6906133"]},{"_index":"complaint-public-v1","_id":"2798293","_score":30.113386,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"In late XX/XX/XXXX I purchased an XXXX  Washing Machine from Home Depot and used their special promotion letter that was delivered USPS Mail. The Promo said No Interest for 18 months when purchase is over {$500.00}. The Washing Machine cost {$590.00} but my XX/XX/XXXX Statement was very Confusing showing Purchases {$1700.00} then a credit for {$1100.00}. No one could explain to me on phone call, Why it was accounted in this manner? \n\nSometime in XX/XX/XXXX after being pestered each time i logged in to my home depot credit card account website to Go Paperless, I switched from paper statements to Paperless.\n\nI didn't even think there might be a problem with this later because I was Told during a phone conversation with the representative who was in the process of Fixing the term error of only 6 months to 18 months as it should've been originally per their promo materials, she told me that the $ XXXX monthly payments I had setup would be applied towards their promo balance First before any subsequent charges i might later make from future in-store or online purchases. \n\nSo, I was confident \" at that time '' that {$50.00} per month over 18 months Would've Paid Off their Promotional No Interest Offer for 18months, Long Before 18 months were to expire. \n\nOK, so now jump forward to present day ; I recently went online to do a checkup on my credit card accounts and noticed on the home depot credit account that I was Charged Deferred Interest of {$250.00} as they are now claiming their phone rep back in XX/XX/XXXX conversation ( the woman who fixed the term to 18 mod ) had incorrectly advised me on how my payments would be applied? \n\nThis sure feels like a Bait n Switch scenario now and I am very upset with Home Depot and Citi Financial Credit Services for the grief and stress now caused by their Backpeddling on this Deferred Interest Charge at 22 % totaling {$250.00}. \n\nI asked Citi to Credit back my account for the {$250.00} and was told that since its been more than 6 months since the interest was charged, they can not do anything to reverse the charge ... ... ..but they would open a \" case ''? \n\nI have no confidence in Citi or Home Depot at this point and believe the \" open a case '' comment was just a tactic to move the call to a conclusion and get rid of me. \n\nI do not believe the \" case '' will have a resolution to the Consumer 's Benefit as they have mislead me ( the consumer ) from the beginning. \n\nWe already Know they make errors from the incorrect 6 month term they tried to setup After buying the item, when their promo clearly stated 18 months. \n\nCiti Financial should be investigated for Bait n Switch fraudulent mishandling of consumer promotional offer and usurious illegal deferred interest charges. I doubt I am the only consumer this has happened to either! \n\nPlease make this unscrupulous bank and store re-imburse/credit back my home depot credit card as soon as possible. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2018-01-30T21:02:17.000Z","issue":"Advertising and marketing, including promotional offers","sub_product":"Store credit card","zip_code":"92807","tags":null,"has_narrative":true,"complaint_id":"2798293","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2018-01-30T19:48:23.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Confusing or misleading advertising about the credit card"},"highlight":{"complaint_what_happened":["Please make this unscrupulous bank and store re-imburse/credit back my <em>home</em> <em>depot</em> credit <em>card</em> as soon as possible. \n\nSincerely, <em>XXXX</em> <em>XXXX</em>"],"product":["Credit <em>card</em> or prepaid <em>card</em>"],"sub_product":["Store credit <em>card</em>"],"sub_issue":["Confusing or misleading advertising about the credit <em>card</em>"]},"sort":[30.113386,"2798293"]},{"_index":"complaint-public-v1","_id":"8135024","_score":29.806091,"_source":{"product":"Credit card","complaint_what_happened":"On XX/XX/XXXX I purchased a refrigerator from Home Depot using my store credit card that had a promotional interest rate of 0 % for 24 months on purchases of {$1900.00} or more before taxes and fees. My purchase met this requirement and I had qualified for the 0 % for 24 months and confirmed this rate at check out. I then set up automatic payments and paperless statements and kept my account in good standing. Knowing that the 24 months would be coming to an end this year I checked my account online to see how much I would owe on the last payment so that I would not have to pay interest. I then discovered my account balance seemed higher and then discovered there was an error and the 0 % was only applied for 12 months instead of XXXX. I then called the customer service number XXXX on XX/XX/XXXX and spoke with a customer service representative, their supervisor and their manager and explain the situation and told them I no longer cared about the promotional rate and asked that they reimburse the interest that should not have accrued in the first place until after 24 months. They told me that because it was 60 days past when the promotion expired they couldnt do anything but they could waive this months interest fee. When the accrued interest charge hit it was {$760.00} therefore I did not feel their offer of waiving around {$50.00} was adequate since this was an error with their system and not what was agreed upon when the purchase was made. The Home Depot credit card is through Citibank.","date_sent_to_company":"2024-01-09T07:06:19.000Z","issue":"Fees or interest","sub_product":"Store credit card","zip_code":"524XX","tags":null,"has_narrative":true,"complaint_id":"8135024","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2024-01-09T05:28:31.000Z","state":"IA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["The <em>Home</em> <em>Depot</em> credit <em>card</em> is through Citibank."],"product":["Credit <em>card</em>"],"sub_product":["Store credit <em>card</em>"]},"sort":[29.806091,"8135024"]},{"_index":"complaint-public-v1","_id":"3525779","_score":23.488455,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"XXXX XXXX XXXX XXXX ( XXXX ) erroneously and intentionally reported my Visa and personal loan as late and or missing payment for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXXand XX/XX/XXXX, which resulted in my credit score being reduced from XXXX to XXXX, which resulted in Home Depot reducing my credit limit by {$9000.00} and me being declined credit and or lower amounts of credit. \n\nXXXX and XXXX failed to properly investigate my disputes, despite having the documents that show the dates the payments were sent to the credit union. They failed to properly investigate and or update my credit reports to reflect accurate information. XXXX was the only credit bureau who investigated and corrected my credit report to reflect accurate information. \n\nInstead of XXXX accurately reporting information and removing the erroneous information, they reported the account as improved, which further reduced my credit score. \n\nXXXX is well aware that my Visa and personal loan are paid by XXXX XXXX XXXX XXXX, the payments are sent to the Credit Union two to three days before the due date. In the correspondence that I receive form XXXX it states that I should allow the credit union to apply this benefit. So, if the payment is late it is because the credit union failed to apply the payment in a timely fashion. \n\nI was physically in the credit union sometime in XX/XX/2019 making a deposit, when this issue came up, the clerk hesitated to accept my deposit because she said that my payment for my VISA card was late, the other clerk checked the system, and said that the payment was in the system, but it had not been processed yet, my payment was due on XXXX XX/XX/2019, and I was physically in the credit union in or around XXXX XX/XX/2019, the payment has been sitting at the credit union since XXXX XX/XX/2019, but yet they reported the payment as late to the credit bureau. \n\nHome depo reduced my credit limit to my outstanding balance, which resulted in my credit card being maxed out and eventually resulted in my minimum payment to double. They also, applied 6 months of interest payment to all of my purchases without my consent, and when the six months expired, it caused my credit card to be over the limit ( because they had reduced it by XXXX  ), which further affected my credit score.\n\nI Thanks V/r XXXX XXXX XXXX.","date_sent_to_company":"2020-02-09T20:19:10.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"40160","tags":"Servicemember","has_narrative":true,"complaint_id":"3525779","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2020-02-09T20:19:07.000Z","state":"KY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["<em>Home</em> depo reduced my credit limit to my outstanding balance, which resulted in my credit <em>card</em> being maxed out and eventually resulted in my minimum payment to double. They also, applied 6 <em>months</em> of interest payment to all of my purchases without my consent, and when the six <em>months</em> <em>expired</em>, it caused my credit <em>card</em> to be over the limit ( <em>because</em> they had reduced it by <em>XXXX</em>  ), which further affected my credit score.\n\nI Thanks V/r <em>XXXX</em> <em>XXXX</em> <em>XXXX</em>."]},"sort":[23.488455,"3525779"]},{"_index":"complaint-public-v1","_id":"1653471","_score":20.968029,"_source":{"product":"Credit card","complaint_what_happened":"I have a The Home Depot Card credit account with Citi. In the last 12 months or more, I 've had at least XXXX or more promotional 0 % financing deals expire, costing me $ $ in interest, even though I 've paid Citi more than enough money to completely pay off the promotional amount. The C.A.R.D. act allows them to do this because the lender is allowed to apply minimum payments how ever they see fit until the last 60 days before promotional expiration. It would be better for the consumer if the consumer could simply instruct the lender how to apply the FULL payment, instead of just what is in excess of the minimum payment. What is the significance of the minimum payment being included in the law anyway? And lastly, my statements sometimes CLEARLY show how my payment is applied. Other times, my statements actually do NOT clearly show how my payment is applied. For example : sometimes the statement shows that my full payment ( minimum amount, plus any excess payment ) is applied to my current interest bearing balance, and nothing is applied to my promotional balance. But SOMETIMES, my statement does not show the allocation of my payment. Instead, my balance simply goes down some. But I have to do the math myself ( add payments and credits back to my current balance, then subtract any new purchases or interest charges, and then compare that amount to my current balance on last month 's statement ), to see how my balance is effected by my payment. I though that the C.A.R.D rules were supposed to protect users from statement confusion & hidden charges. I believe that clearly showing how all payments are applied on each and every statement would be a pretty obvious way to avoid confusion. Lastly, the personnel at Citi were happy to tell me how they controlled my payment allocation in most situations. XXXX interrupted me, raising their voices, repeating explanations, or worse, explaining that they had already explained. XXXX stated that he works in the Tennessee service center for Citi. I assume that XXXX does, as well. I could actually HEAR the smile in their voices, but XXXX went so far as to giggle. If they record calls, and the company wants to know how NOT to treat clients, they should review the call.","date_sent_to_company":"2015-11-13T04:18:46.000Z","issue":"Billing statement","sub_product":null,"zip_code":"35022","tags":null,"has_narrative":true,"complaint_id":"1653471","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2015-11-13T04:18:44.000Z","state":"AL","company_public_response":"Company chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have a The <em>Home</em> <em>Depot</em> <em>Card</em> credit account with Citi. In the last 12 <em>months</em> or more, I 've had at least <em>XXXX</em> or more promotional 0 % financing deals <em>expire</em>, costing me $ $ in interest, even though I 've paid Citi more than enough money to completely pay off the promotional amount. The <em>C.A.R.D</em>. act allows them to do this <em>because</em> the lender is allowed to apply minimum payments how ever they see fit until the last 60 days <em>before</em> promotional expiration."],"product":["Credit <em>card</em>"]},"sort":[20.968029,"1653471"]},{"_index":"complaint-public-v1","_id":"4013408","_score":15.455515,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX : Loan Application Initiated. \nXX/XX/XXXX : Phone discussion with Loan Consultant ( XX/XX/XXXX ). Rate options discussed. Upfront appraisal fee of {$500.00} notification. \nXX/XX/XXXX0 : Email from Loan Consultant ( XX/XX/XXXX) notifying me that loan disclosures would be sent in within 24-48 hours. \nXX/XX/XXXX : Email to and from Loan Consultant (XX/XX/XXXX ) clarifying language on Combined Disclosures and Acknowledgement Form regarding escrow account for property taxes. \nXX/XX/XXXX : Email to and from Loan Consultant ( XX/XX/XXXX ) clarifying language regarding language requiring earthquake insurance. \nXX/XX/XXXX : My credit card was charged {$600.00} for the appraisal fee, despite the written notification that the fee was {$500.00}. \nXX/XX/XXXX : Email from Loan Consultant ( XX/XX/XXXX) notifying me that appraisal is scheduled for XX/XX/XXXX. \nXX/XX/XXXX : Email to and from Loan Consultant ( XX/XX/XXXX ) notifying me that the Loan was approved with conditions which was to provide a letter of explanation for an address on my credit report. Response prepared and sent the same day indicating that the address in question is a UPS Store box rental for secure receipt of online purchases. \nXX/XX/XXXX : Email and telephone call from Loan Consultant ( XX/XX/XXXX ) providing Updated Loan Detail & Fee Worksheet dated XX/XX/XXXX and the results of the appraisal. Noted that the appraisal came in slightly under the lowest value needed. Discussed need to review and provide rebuttal for reconsideration as appropriate. \nXX/XX/XXXX : Emails from and to Loan Consultant (XX/XX/XXXX ) inquiring whether the Appraisal was emailed to me. XXXX  provided me with a PDF copy of the Appraisal instructing me not to disclose that she provided it to me because it technically had to be sent by the Appraisal Department. New loan options discussed based on the lower than anticipated appraised value. Two new Loan Detail & Fee Worksheets provided. \nXX/XX/XXXX : Email to and from Loan Consultant ( XX/XX/XXXX) detailed rebuttal pointing out numerous errors and omissions by the appraiser that resulted in the lowered value by the appraiser and seeking clarification regarding updated loan rate options. \nXX/XX/XXXX : Email from Loan Consultant notifying me that Appraisal Appeal was submitted. \nXX/XX/XXXX : Emails to and from Loan Consultant ( XX/XX/XXXX ) inquiring about current homeowners insurance provider and requesting a copy of current policy page. Requested documents provided. \nXX/XX/XXXX : Email from Loan Processor ( XX/XX/XXXX) indicating that our loan was approved, and she would be preparing our file for a final review and extending congratulations. \nXX/XX/XXXX : Email from Loan Consultant (XX/XX/XXXX ) indicating that Appraisal Appeal resulted in {$10000.00} increase in appraised value of property and a {$5800.00} savings in loan fees and as a result the loan file was being returned to her to update loan pricing. \nXX/XX/XXXX : Email from Loan Depot requesting documents for Asset Verification Site. Email to Loan Consultant ( XX/XX/XXXX) regarding technical errors with LoanDepot online dashboard and asset verification site. Notified XXXX  that no active loans were shown in my LoanDepot online profile. Screenshots of multiple error messages provided. \nXX/XX/XXXX : Email from and to Loan Consultant ( XX/XX/XXXX ) instructing me to send 2 months of bank statements of one account that shows {$2000.00} in it. Requested financial documents emailed to XXXX. \nXX/XX/XXXX : Email from and to Loan Consultant ( XX/XX/XXXX) asking if I own the solar panels installed on the roof of my home. Response provided confirming that the solar panels were included with the purchase price of the home. \nXX/XX/XXXX : Email from and to Loan Consultant ( XX/XX/XXXX ) requesting proof of ownership for solar panels. Requested documentation provided. \nXX/XX/XXXX : Email to and from Loan Consultant ( XX/XX/XXXX ) inquiring about satisfaction of solar panel ownership documentation. XXXX  confirmed that the provided document satisfied the requirement and notifying me that the loan was submitted for final review and document preparation. \nXX/XX/XXXX : Email to and from Loan Consultant ( XX/XX/XXXX) regarding closing process ( 1. Is XXXX used for closing documents? ; 2. How should closing costs fees be paid? ; 3. Estimated completion date? ) Response from XXXX  that XXXX is used for much of the documents, with a mobile Notary completing a few of them at my home, closing costs could be wired and the loan should close better be in the next two week! Dont pay XXXX!!! \nXX/XX/XXXX : Email to and from Loan Processor (XX/XX/XXXX ) requesting an update on the processing and finalization of the loan. XX/XX/XXXXreplied : I looked into your file and it is still in underwriting. I have reached out to the underwriter to see where she is in the process of issuing the final approval. Once that is complete I will get your closing documents ordered. \nXX/XX/XXXX : Email to Loan Consultant ( XX/XX/XXXX) regarding the lack of clear communication regarding the loan finalization process and inquiring about what information the underwriter needs to finalize the loan. \nXX/XX/XXXX : Email from Loan Consultant ( XX/XX/XXXX ) indicating that the underwriting was finally reviewing my file and she hoped final approval would be completed on this same date. XX/XX/XXXX also noted We are covering any and all rate lock extensions. If it spills into XXXX the negative is you will have more cash to close because of prepaid interest for XXXX, the positive is you can skip XXXX and XXXX payment. Received an update on this same date that she received a clearance for final loan documents and requesting updated paystubs and employment verification for me. Updated paystubs provided. Also notified XXXX  that I discovered that our Payroll Department was behind on updating employment files with the XX/XX/XXXX following the recent resignation of our Payroll Manager. Provided contact information for Human Resources and Employee Relations who can provide direct written verification of employment. XXXX  indicated that LoanDepot would call HRER on XX/XX/XXXX to obtain necessary verification. \nXX/XX/XXXX : Email to and from Loan Consultant (XX/XX/XXXX ) inquiring about the status of employment verification and loan finalizationXX/XX/XXXXindicated that the verification should have been completed and we should have docs ordered in the next week. I provided updated paystubs in anticipation of an ask giving the continued delay with finalizing the loan. \nXX/XX/XXXX : Email from Loan Consultant (XX/XX/XXXX noting that the employment verification was completed on this date. \nXX/XX/XXXX : Email from and to Loan Consultant (XX/XX/XXXX) inquiring if I paid my XX/XX/XXXX mortgage payment. Responded that based on prior communication from XXXX  I had not paid the XX/XX/XXXX mortgage payment to date. Additional messages exchanged regarding lowered rates and the expired rate lock period. XXXX  indicated that the rate lock was extended as a courtesy at no expense to me. \nXX/XX/XXXX : Email to from Loan Consultant ( XXXX  ) regarding the following : Any updates regarding our final date? XXXX XXXX will charge a late fee on the XXXX if I don't pay my monthly payment. They waived last month 's late fee because I called them and told them we were refinancing and should have been closed out by the end of the month. XXXX  responded : Your loan is submitted for final right now. I need 1-2 more days to know if it will fund before XX/XX/XXXX. That was very kind they waived the late fee! \nXX/XX/XXXX : Email from Loan Consultant ( XXXX  ) indicating the following : Not looking good update It will take a week to get docs ordered and out to you. We will miss XX/XX/XXXX deadline. Im so sorry. I responded inquiring if the loan would be finalized and payoff processed with my current lender by XX/XX/XXXX. XXXX  responded : If its not done before the XXXX we will go after LD together!","date_sent_to_company":"2020-12-15T12:19:32.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"91722","tags":null,"has_narrative":true,"complaint_id":"4013408","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2020-12-15T10:24:31.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/<em>XXXX</em> : Email to from Loan Consultant ( <em>XXXX</em>  ) regarding the following : Any updates regarding our final date? <em>XXXX</em> <em>XXXX</em> will charge a late fee on the <em>XXXX</em> if I don't pay my monthly payment. They waived last <em>month</em> 's late fee <em>because</em> I called them and told them we were refinancing and should have been closed out by the end of the <em>month</em>. <em>XXXX</em>  responded : Your loan is submitted for final right now. I need 1-2 more days to know if it will fund <em>before</em> XX/XX/<em>XXXX</em>."],"sub_product":["Conventional <em>home</em> mortgage"]},"sort":[15.455515,"4013408"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":8,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":8}]}},"product":{"doc_count":8,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card or prepaid card","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Store credit card","doc_count":3}]}},{"key":"Credit card","doc_count":2,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Store credit card","doc_count":1}]}},{"key":"Credit reporting, credit repair services, or other personal consumer reports","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit reporting","doc_count":1}]}},{"key":"Mortgage","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":1}]}},{"key":"Prepaid card","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"General purpose card","doc_count":1}]}}]}},"issue":{"doc_count":8,"issue":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Advertising and marketing, including promotional offers","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Confusing or misleading advertising about the credit card","doc_count":1}]}},{"key":"Billing statement","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Closing on a mortgage","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Fees or interest","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Charged too much interest","doc_count":1}]}},{"key":"Fraud or scam","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[]}},{"key":"Incorrect information on your report","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Account status incorrect","doc_count":1}]}},{"key":"Other features, terms, or problems","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Other problem","doc_count":1}]}},{"key":"Problem with a purchase shown on your statement","doc_count":1,"sub_issue.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card company isn't resolving a dispute about a purchase on your statement","doc_count":1}]}}]}},"timely":{"doc_count":8,"timely":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Yes","doc_count":7},{"key":"No","doc_count":1}]}},"company_response":{"doc_count":8,"company_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Closed with monetary relief","doc_count":5},{"key":"Closed with explanation","doc_count":3}]}},"submitted_via":{"doc_count":8,"submitted_via":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Web","doc_count":8}]}},"company":{"doc_count":8,"company":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CITIBANK, N.A.","doc_count":7},{"key":"LD Holdings Group, LLC","doc_count":1}]}},"state":{"doc_count":8,"state":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"CA","doc_count":2},{"key":"AL","doc_count":1},{"key":"CT","doc_count":1},{"key":"IA","doc_count":1},{"key":"KY","doc_count":1},{"key":"MN","doc_count":1},{"key":"TX","doc_count":1}]}},"company_public_response":{"doc_count":8,"company_public_response":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","doc_count":6},{"key":"Company chooses not to provide a public response","doc_count":1}]}},"tags":{"doc_count":8,"tags":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Older American","doc_count":2},{"key":"Servicemember","doc_count":1}]}}},"_meta":{"license":"CC0","last_updated":"2026-07-15T12:00:00-05:00","last_indexed":"2026-07-15T12:00:00-05:00","total_record_count":16469162,"is_data_stale":false,"has_data_issue":false,"break_points":{}}}