|
471467
|
2013-08-01
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
|
| Date Received |
2013-08-01
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2013-08-05
|
| Consumer Consent Provided |
N/A
|
|
|
3016495
|
2018-09-11
|
Improper use of your report
|
Credit reporting, credit repair services, or other personal consumer reports
|
|
| Issue |
Improper use of your report
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Credit reporting, credit repair services, or other personal consumer reports
|
| Sub Issue |
Credit inquiries on your report that you don't recognize
|
| Sub Product |
Credit reporting
|
| Date Received |
2018-09-11
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-09-11
|
| Complaint What Happened |
On XX/XX/2018 I received an unsolicited call from a lady with Quicken Loans. While she was on the phone she ran a credit report on me after I told her not to. She also assured me that nothing she was doing would affect my credit report. Later the " Hard Inquiry '' showed up on all three credit bureau reports under " XXXX XXXX XXXX. I contacted XXXX and they told me XXXX would have to send them a certified letter before they would remove this. I called XXXX and was told it was Quicken Loans problem not XXXX and they would have to remove it. XXXX again told me the letter would have to come from XXXX. I have tried repeatedly to reach someone at Quicken Loans about this and no one seems to have any idea who I need to talk to resolve this. I think this is very unethical that these people can just report this on your credit without some checks and verification. I every company I have ever worked for we had to have a signature on an authorization form before we pulled someones credit. I need this to be removed from all three bureaus as it was not correct.
|
| Consumer Consent Provided |
Consent provided
|
|
|
4682781
|
2021-08-26
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2021-08-26
|
| Submitted Via |
Referral
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-09-01
|
| Consumer Consent Provided |
N/A
|
|
|
4500572
|
2021-06-29
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2021-06-29
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-06-29
|
| Complaint What Happened |
My husband and I initially applied for a cash-out-refinance on our home at XXXX XXXX XXXX XXXX XXXX, XXXX, AK XXXX with Quicken Loans on XX/XX/2021. We were promised a quick closing of 2-3 weeks by XXXX XXXX XXXX, XXXX XXXX XXXX.
We were initially placed in a VA loan, comparable to what we currently have with XXXX at 2.25 % which had closed on XX/XX/2021. We were approved for this loan on XX/XX/2021, sent Quicken Loans a copy of our Loan Document with XXXX and were sent an approval letter from Quicken Loans dated XX/XX/2021.
On XX/XX/2021, XXXX XXXX, XXXX Loan XXXX, stated our loan with XXXX was not seasoned and that XXXX XXXX should not have written a VA mortgage. XXXX XXXX rewrote our loan to conventional with estimated additional {$1700.00} in closing costs.
I complained to XXXX XXXX, XXXX, Solution XXXX. He stated that it was a mistake to have written our loan as a VA loan. XXXX XXXX told me Quicken Loans had gone to great lengths to get the 2.25 % interest rate and to get the more than reasonable closing costs set forth in the conventional loan. The closing costs had jumped from {$6900.00} in the VA loan to {$8600.00} in the conventional loanan increase of {$1700.00}!
I complained to Mr. XXXX that not only was I disturbed by the rise in closing costs but the fact that Quicken Loans would not lock the interest rate. I noted that Quicken Loans own website notes that mortgage rates are subject to change and that borrowers should lock in their interest rate as soon as possible. Mr. XXXX was unimpressed by our plight and stated that we could refuse to process the loan. It was his feeling that other conventional loan clients would clamor for the rate and closing costs we received. He agreed that we should not have been told that we would close in 2-3 weeks.
Not only has Quicken Loans refused to mitigate the damage to us caused by the abrupt increase in closing costs caused by a mistake Quicken Loans made by putting us in the wrong financial product, and the misstatement made to us about the quick closing, Quicken Loans is refusing to take their own advice, as stated on their website, and lock us into a lower rate, preferring instead to let the rate float, hoping, I suppose that the rate will increase and we will be stuck with a higher rate at closing. This is totally unacceptable to us and indicative of a deceptive, duplicitous mortgage lender.
I contacted the Consumer Financial Protection Bureau on XX/XX/2021 and was informed that Quicken Loans refusal to lock rates for Alaskan consumers may be illegal. I contacted Banking and XXXX in Alaska and they are currently looking into this matter.
It is my husband and my feeling that Quicken Loans has been deceptive from the inception of this loan process. XXXX XXXX indicated to me during our telephone conversation that no Alaskan resident is receiving rate locks until the title documents are prepared and finalized which can take over five weeks or more. His statement that Quicken Loans Had gone to great lengths to get the 2.25 % interest rate I suppose, was just a joke!
Quicken Loans should clearly post on their website that they will not lock Alaska consumers interest rates until the title documents are received. This would adversely impact any consumers willingness to deal with Quicken Loans while this punitive policy remains in place. This punitive policy virtually guarantees that Alaskan residents will receive a higher interest rate than what was quoted at the time of application.
Further, when substantial monetary mistakes are made in estimating and putting clients in the wrong financial product, consumers should not bear the financial burden of the companys mistake. Quicken Loans should. The fact that Quicken Loans could not offer a {$1700.00} credit to get our closing costs more in line with the original product offered and approved, gives indication not only of a predatory lender but of a deceptive one as well.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3572727
|
2020-03-19
|
Closing on a mortgage
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2020-03-19
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2020-03-19
|
| Consumer Consent Provided |
Consent not provided
|
|
|
4579297
|
2021-07-27
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2021-07-27
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-07-27
|
| Complaint What Happened |
This is a re-opening of CFPB complaint # XXXX due to Quicken Loans misstatements/lies in response to my initial complaint in their XX/XX/XXXX letter. My husband and I initially applied for a cash-out-refinance on our home at XXXX XXXX XXXX XXXX XXXX, XXXX, AK XXXX with Quicken Loans on XX/XX/XXXX. We were promised a quick closing of 2-3 weeks by Senior Power Banker, XXXX XXXX XXXX on the initial call of XX/XX/XXXX.
We were placed in a 15 yr. VA loan at XXXX XXXX instance, comparable to what we currently have with XXXX at 2.25 % which had closed on XX/XX/XXXX. We were approved for this loan on XX/XX/XXXX, sent Quicken Loans a copy of our Loan Document with PrimeLending and were sent an approval letter from Quicken Loans dated XX/XX/XXXX. On XX/XX/XXXX I spoke with XXXX XXXX, Client Relations, who told me I would not be granted access to the tape recordings of the XX/XX/XXXX through XX/XX/XXXX due to the recordings being work product. The specific lies I wanted to refute by listening to the recordings were : 1. XXXX XXXX promise to close the loan within 2 - 3 weeks promised almost immediately on the initial call.
2. XXXX XXXX desire to place my husband and I in a VA loan to to the exclusion of all other loan products promised on the initial call.
3. I provided XXXX XXXX with all information pertinent to our current VA loan with XXXX including the closing date of XX/XX/XXXX and the first payment date of XX/XX/XXXX in the initial XX/XX/XXXX call. Ms. XXXX misinforms the CFPB when she states in paragraph 4 that all the information was obtained later and that XXXX XXXX missed opportunities to question us about the loan. I do agree that XXXX XXXX did not question us, however, I was forthcoming about the particulars of our current loan on the initial call and provided all information pertinent : loan closing date, initial payment, principal payments made prior to initial payment being due ; statements of XXXX loan, et al. Also, it was XXXX XXXX decision to write a VA Loan for my husband and myself to the exclusion of any other type of loan.
4. XXXX XXXX lied in her XX/XX/XXXX letter on page 2, second to the last paragraph, in which she states : We would also like to note that we were unable to find any direct communication telling you to lock in your interest rate.
In fact, on XX/XX/XXXX, I was sent a letter that stated : Your interest rate is currently NOT locked, sometimes referred to as floating. This means your interest rate is not guaranteed for any period of time and is subject to change without advanced notice. Please contact your Mortgage Banker to lock in your interest rate at any time prior to the preparation of your closing documents.
This directly contradicts what Ms. XXXX wrote in her XX/XX/XXXX letter. When I spoke to XXXX XXXX on XX/XX/XXXX, she stated that she would have to agree with Ms. XXXX XX/XX/XXXX letter that it did not contradict. When I asked Ms. XXXX what exactly did the highlighted statement mean, she said it meant just what it stated, that I should contact my Mortgage Broker to lock in my interest rate at any time prior to the preparation of closing documents after the title report was received. I told her thats not what the letter stated. At which time, Ms. XXXX stated she had to go to a meeting and that talking to me was not going to result in any opinions being changed. It appears, to me, that Quicken Loans cant admit when they are wrong!
On XX/XX/XXXX, XXXX XXXX, Quicken Loan Specialist, stated our loan with XXXX was not seasoned and that XXXX XXXX should not have written a VA mortgage. XXXX XXXX rewrote our loan to conventional with estimated additional {$1700.00} in closing costs.
I complained to XXXX XXXX, Director, XXXX XXXX. He stated that it was a mistake to have written our loan as a VA loan. Mr. XXXX told me Quicken Loans had gone to great lengths to get the 2.25 % interest rate and to get the more than reasonable closing costs costs but the fact that Quicken Loans would not lock the interest rate. I noted that Quicken Loans own website notes that mortgage rates are subject to change and that borrowers should lock in their interest rate as soon as possible. Mr. XXXX was unimpressed by our plight and stated that we could refuse to process the loan. It was his feeling that other conventional loan clients would clamor for the rate and closing costs we received. He agreed that we should not have been told that we would close in 2-3 weeks.
Not only has Quicken Loans refused to mitigate the damage to us caused by the abrupt increase in closing costs caused by a mistake Quicken Loans made by putting us in the wrong financial product, and the misstatement made to us about the quick closing, Quicken Loans is refusing to take their own advice, as stated on their website, and lock us into a lower rate, preferring instead to let the rate float, hoping, I suppose that the rate will increase and we will be stuck with a higher rate at closing. This is totally unacceptable to us and indicative of a deceptive, duplicitous mortgage lender.
I contacted the Consumer Financial Protection Bureau on XX/XX/XXXX and was informed that Quicken Loans refusal to lock rates for Alaskan consumers may be illegal. I contacted Banking and Securities in Alaska and they are currently looking into this matter.
It is my husband and my feeling that Quicken Loans has been deceptive from the inception of this loan process. XXXX XXXX indicated to me during our telephone conversation that no Alaskan resident is receiving rate locks until the title documents are prepared and finalized which can take over five weeks or more. This fact is not advertised on Quicken Loans website and is not clearly evident anywhere you look at Quicken Loans.
Quicken Loans should clearly post on their website that they will not lock Alaska consumers interest rates until the title documents are received. This would adversely impact any consumers willingness to deal with Quicken Loans while this punitive policy remains in place. This punitive policy virtually guarantees that Alaskan residents will receive a higher interest rate than what was quoted at the time of application.
The excuse Quicken Loans gave to me as to why this policy was enacted against all Alaskan consumers was that the title work in Alaska was taking too longover five weeks timemaking the 2-3 week closure promised me when I first spoke with XXXX impossible, and which you neglected to address in your XX/XX/XXXX letter. The fact that Quicken Loans will not allow me to see their work product or transcripts of tapes guarantees Quicken Loans is being deceptive and hiding the version of events as Ive recorded them.
Since Quicken Loans does not sell any of its loans, but carries all of its paper, it is apparent the fact that you are not locking in rates for consumers in Alaska serves only to benefit you, Quicken Loans. Quicken Loans does not want to end up losing money on carrying loans with a lower rate of interest than what the market currently offers. This is self-serving financial decision on Quicken Loans partand Quicken Loans can not even be honest about it. This is not looking out for the client. Every other mortgage lender is still offering to lock rates for Alaskan borrowers and waives the extension fee should the title work take an excessive period of time!
Not only is Quicken Loans a predatory lender, it lies with impunity! This is not a way to conduct business in the mortgage industry. I am sending you a copy of Alaska Consumer Protection Act, Alaskas Unfair Trade and Practices Act, ( AS 45.50.471-AS 45.50.561 ), so you can see for yourself how Quicken Loans has also violated Alaskas Unfair Trade and Practices Act by lying to consumers in Alaska.
Bear in mind that the CFPB has already acknowledged that Quicken Loans decision to not lock rates for Alaskans may not be legal. I anticipate a copy of all recorded conversations regarding this loan transaction be sent to me as soon as possible. Further, when substantial monetary mistakes are made in estimating and putting clients in the wrong financial product, consumers should not bear the financial burden of the companys mistake. Quicken Loans should. The fact that Quicken Loans could not offer a {$1700.00} credit to get our closing costs more in line with the original product offered and approved, gives indication not only of a predatory lender but of a deceptive one as well.
It is therefore our contention that Quicken Loans has violated Alaskas Consumer Protection Act ( AS 45.50.471-AS 45.50.561 ), in that Quicken Loans willfully and knowingly violated the Alaskas Unfair Trade and Practices Act, in that Quicken Loans was misleading and deceptive in stating that they could close this loan in 2-3 weeks which they had no intention of nor probability of doing given the current housing market in Alaska. Quicken Loans also made a gross error in putting us in a financial product ( a VA loan ) and conditionally approving us for that product, then telling us it was their mistake, it should never have been done. Quicken Loans then refused to offer us any concessions for their mistake. Quicken Loans was also deceptive and misleading in indicating approval this VA loan, that was ultimately not able to be finally approved and stated that approval of the loan was a mistake then not taking responsibility for conditionally approving that financial product by issuing credits to us to make us financially and emotionally whole.
Due to the misleading, deceptive, abusive, nature of Quicken Loans dealings, we desire that Quicken Loans stop processing our loan application immediately. In addition, due to the deceptive, misleading and abusive nature of Quicken Loans violations, Quicken Loans should pay us treble the application fee plus treble the difference of closing costs between the original and final loan estimate or {$5800.00}.
If you should have questions, please do not hesitate to contact me at XXXX.
|
| Consumer Consent Provided |
Consent provided
|
|
|
4916465
|
2021-11-16
|
Closing on a mortgage
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Closing on a mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2021-11-16
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-11-16
|
| Complaint What Happened |
We were sent a loan estimate at the start of the loan process and it listed our origination fee at 1 %. We are now almost at closing and are origination fee is now at 4 % and they want to charge us {$3000.00} to buy down the rate. The rate but down was never discussed and I never received any disclosure. They said it was because my loan has been in process for 78 days. Which I was not at fault for.
|
| Consumer Consent Provided |
Consent provided
|
|
|
4905283
|
2021-11-12
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Tags |
Servicemember
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2021-11-12
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-11-12
|
| Complaint What Happened |
I have a current home mortgage with Rocket mortgage. The loan is current, never a missed or late payment.
On XX/XX/2021 I applied to Rocket to refinance the mortgage. I quickly provided all the documentation they required. All the documents were provided by XX/XX/XXXX. The loan was approved subject to a VA appraisal on XX/XX/XXXX.
Unfortunately, the VA does not have sufficient appraisers to handle the demand in XXXX. XXXX XXXX AK, so I was added to the list and waiting for the VA to assign an appraiser. The VA assigns them in the order they're received.
Several times during this period of waiting Rocket got a payoff for my existing loan. After the second payoff quote, I became concerned wondering why the loan was taking so long to close? So in Early XXXX I contacted my mortgage broker by telephone and email and asked him to call me to discuss. He did not return my calls, nor did he reply to my email. So I contacted his supervisor, who also did not call me back. But miraculously, my mortgage broker finally responded. He said that they were waiting for the VA to assign an appraiser. I asked him who he talked to, or what steps had Rocket taken to facilitate this. he had no idea. He hadn't done anything personally, all of that is handled by " the closing team ''.
I called the closing team who also had not contacted the VA, they were just waiting, and waiting, and waiting. I asked them for the contact information for the VA appraisal department, and they said " there is no number ''. I found the number and contacted the VA appraisal scheduling team myself.
I was told that my appraisal was scheduled to be assigned on XX/XX/XXXX, and that I should receive a call from the appraiser with two business of assignment. I did not get a call, so I contacted the VA again later that week, and they said " for some reason, it was not assigned, but will be this weekend ''. I spoke to them on Friday, XX/XX/XXXX and they said that it would be assigned that weekend, and I should get a call within two business days.
Meanwhile, I finally received a call from Rocket mortgage, who had finally become concerned that the loan was taking too long to close. And the lady who contacted me said that the loan would have to be closed. I told her that I wanted to talk about the options, and she said she would discuss with her team and call me back.
She never called me back. Instead, she closed my loan on the very same day as it was being assigned to an appraiser, and she canceled the appraisal that I had been waiting in line for since mid-XXXX.
I called Rocket that same day and spoke to a customer service rep, who escalated my issue. She sent an email to this lady ( and copied me ). I did not know that Rocket canceled my appraisal until this morning, XX/XX/XXXX.
I called Rocket " customer service '' and asked them to reinstate the appraisal, but they declined to do so. So now, as a result of trusting Rocket mortgage, I have no loan, no appraisal, and interest rates are higher than they were when I applied back in XXXX. And, if I go to another lender I'm at the back of the list for the VA appraisal, meaning that I will have to wait another several months.
Not being satisfied with her answer, I asked to speak with her supervisor and was told that the supervisor will call me " sometime '' Monday. They don't even tell you when on Monday- they just call you when it's convenient for them, and expect you to be available all day. On top of that, this isn't the first time a supervisor was supposed to call me. Last time he or she never did call me. We'll see ....
It seems to me that Rocket hides their supervisors behind layers of beaurocracy to prevent customers like me from talking to them. If they cared about me, or my business, I should have been transferred to her supervisor that very moment.
Finally, how is it that a lender can, without my permission, cancel MY VA appraisal? How can they even do that? And why does it take the VA three months to assign an appraiser? I will take those questions up with the VA.
To sum it up, Rocket Mortgage provides THE WORST customer service that I've seen. They do not care about their customers ; we're simply cattle in a cattle car. So keep this in mind when shopping for a mortgage lender.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2823767
|
2018-02-23
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2018-02-23
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-02-23
|
| Complaint What Happened |
I applied for a cash-out refinance mortgage with Quicken Loans on XX/XX/18. The loan officer, XXXX ( cell phone ( XXXX ) XXXX ), urged me to commit to the loan in order to lock that day 's rate of 4.56 % with no points ( " par '' ) on a 30-year fixed. I told her I wasn't sure I wanted a 30-year, and needed to think it over because a 15-year might work better for me, since the rate would be so much lower ( there was a greater than 1 point spread between the two terms at that point ). She told me ( and she has an easily accessible recording of it ), " we are locking the whole market, as of today, '' meaning that, if later in the process I wanted to change to a 15-year term, it would not be a problem. I asked what the 15-year equivalent to 4.56 % would be as of that day, and she said " 3.375 %. '' Yesterday, when I let her know that I did, in fact, want a 15-year term, she said the rate for 15 years would actually be 4.475 % -- almost identical to the 30-year term -- so " it wouldn't make a lot of sense ''! She said that it would be theoretically possible to get the 3.375 % she had quote me at the time I paid the application fee and locked the rates -- but that I would have to pay {$10000.00} in points to get it!! I was irritated, so she put me on the phone with her director, XXXX, who, like her, refused point blank to say how it could be possible that a 30-year and a 15-year term would have the same rate. XXXX just kept changing the subject to " how much the market has changed in the last month '' -- which SHOULD have been irrelevant since according the the recorded conversation with XXXX we had " locked the whole market '' a month previously. It seems clear that it was a bait-and-switch operation where she TOLD me she was also locking in the rate for a 15-year term in order to get me to commit to a 30-year, but didn't actually do so. Then, when I asked to switch, they just quoted me the new rate for a 15-year, which had gone up a full point in the intervening month. But they wouldn't admit this, just kept evading the question.
|
| Consumer Consent Provided |
Consent provided
|
|
|
3057057
|
2018-10-26
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2018-10-26
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2018-10-26
|
| Complaint What Happened |
I am a XXXX XXXX XXXXXXXX whose client was preapproved by Quicken Loans for a conventional mortgage loan. I sent the accepted earnest money agreement and purchase contract to their loan originator at Quicken and yesterday he emailed me and asked for my license number. Even though it was already on the contract I emailed that back to him. This morning my client, the buyer, called me to say that she had been called by Quicken Loans and told that she and her husband could only have the loan if they dropped me as their realtor. The Buyer asked why that was and was told by the loan originator that they didn't know. Buyer and her husband called back to Quicken and talked to two different people who told them that Senior Leadership at Quicken had made that decision and they didn't know why. I got the number for the lady at Quicken and called to ask why they had told my client to dump me if they wanted the loan. She said she couldn't tell me but that it was a decision that came from the very top of Senior leadership at Quicken Loans. We talked for maybe 10 minutes and she would never tell me why they were XXXX me. I have done deals where Quicken was the lender and have never had any trouble before like this. My client is trying to find another lender now and is very confused as am I. The lady at Quicken said I must know why they were doing this but I do not. I am a highly respected XXXX in my small town and have had no complaints against my license or character.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2755345
|
2017-12-14
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2017-12-14
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2017-12-14
|
| Complaint What Happened |
I have gotten 1-2 calls per day from Quicken Loans for the past week and a half this month telling me I was somehow interested in refinancing my existing mortgage. If I did, it was a mistake and I told them numerous times each time they called I was not interest and to take my name off the call list. I am continuing to get calls to this day. They have left two voice mails which means they are still calling me.
|
| Consumer Consent Provided |
Consent provided
|
|
|
485133
|
2013-08-09
|
Application, originator, mortgage broker
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Application, originator, mortgage broker
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional adjustable mortgage (ARM)
|
| Date Received |
2013-08-09
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2013-08-12
|
| Consumer Consent Provided |
N/A
|
|
|
4615798
|
2021-08-09
|
Applying for a mortgage or refinancing an existing mortgage
|
Mortgage
|
|
| Tags |
Older American, Servicemember
|
| Issue |
Applying for a mortgage or refinancing an existing mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
VA mortgage
|
| Date Received |
2021-08-09
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2021-08-09
|
| Complaint What Happened |
Quicken Loans has not been truthful when responding to CFPB Complaints XXXX AND XXXX. Therefore I plead with the CFPB to investigate the following aspects of my complaint : 1 ) On XX/XX/XXXX my husband and I applied for a cash-out refinance on our XXXX VA loan at Quicken Loans. Our XXXX Loan had closed on XX/XX/XXXX. The first payment was due XX/XX/XXXX. I provided all XXXX loan documents, mortgage statements, financial information, banking information, et al to XXXX XXXX, Mortgage Banker at Quicken Loans on XX/XX/XXXX. I discussed whether or not we were better suited for a conventional loan. XXXX XXXX stated since we were in a VA loan we should stay in a VA loan and wrote up an estimate for a VA loan. After over five hours on the phone, XXXX said we were approved. XXXX promised a 2-3 week closing. Promised to waive the home appraisal since our home had recently been appraised. XXXX gave us the same rate we currently have : 2.25 %.
2 ) On XX/XX/XXXX XXXX XXXX, XXXX XXXX XXXX Consultant, said we did not qualify for a VA loan because our VA loan with XXXX wasnt seasoned. She wrote a conventional loan which incurred over {$1700.00} closing costs. I argued with her and XXXX XXXX, a supervisor at Quicken Loans about the change in Loans.
3. On XX/XX/XXXX I received a letter from Quicken Loans, XXXX XXXX, telling me I had been approved for the VA loan and telling me to lock in my rate. I inquired about this and Quicken Loans refused to lock in my rate, citing that Quicken Loans was refusing to lock in rates for all Alaskans due to the title companies in Alaska taking too long to get the title paperwork back so Quicken Loans was refusing to lock rates for all Alaskans.
Yet on Quicken Loans website there was no mention of this. The VA Loan was approved and I had a letter telling me to lock in my rate. But Quicken Loans refused to lock the rate.
4. Because Quicken Loans began lying and coming up with all sorts of stories and I had the information about what they said when, but Quicken Loans would not budge, I asked that the loan be cancelled and my money refunded. My records show that I finally received m {$250.00} deposit back on XX/XX/XXXX.
I contacted the CFPB on XX/XX/XXXX and was told that Quicken Loans refusal to lock in rates may be illegal. I contacted the Alaska State Banking and Securities and as fair as I know, they are still looking into to this. Quicken Loans has been lying, misrepresenting the fact, and trying to get out of what they did, and why they didnt do it.
Quicken Loans promised me a quick closing of 2-3 weeks which they had no intention of doing since Quicken Loans says all title work in Alaska takes over 5 weeks and thats why they wont lock in Alaskan consumers rates.
Quicken Loans wrote and approved a VA cash out refinance for my husband and I and then did everything within their power to get us out of that. Quicken Loans even sent approval paperwork on that loan, urging me to lock in my rate which they refused to do on XX/XX/XXXX.
Quicken Loans has refused to address any of these issues in their letters. They have lied to the CFPB when they have tape recordings of the conversations between XXXX XXXX and myself. They know that I questioned XXXX XXXX about writing a VA cash out in the first place. Quicken Loans knows XXXX XXXX had all the necessary paperwork with which to make an accurate decision as to whether or not we qualified for a VA cash out on XX/XX/XXXX and XXXX made the wrong decision. XXXX sent us the approval letter on XX/XX/XXXX. Please do everything within your power to see that Quicken Loans is cited for this unfair, deceptive, abusive, action.
|
| Consumer Consent Provided |
Consent provided
|
|
|
2342980
|
2017-02-15
|
Loan servicing, payments, escrow account
|
Mortgage
|
|
| Tags |
Older American
|
| Issue |
Loan servicing, payments, escrow account
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional fixed mortgage
|
| Date Received |
2017-02-15
|
| Submitted Via |
Web
|
| Company Response |
Closed with monetary relief
|
| Consumer Disputed |
No
|
| Date Sent To Company |
2017-02-15
|
| Consumer Consent Provided |
Consent not provided
|
|
|
6189502
|
2022-11-13
|
Struggling to pay mortgage
|
Mortgage
|
|
| Issue |
Struggling to pay mortgage
|
| Timely |
Yes
|
| Company |
Rocket Mortgage, LLC
|
| Product |
Mortgage
|
| Sub Product |
Conventional home mortgage
|
| Date Received |
2022-11-13
|
| Submitted Via |
Web
|
| Company Response |
Closed with explanation
|
| Consumer Disputed |
N/A
|
| Date Sent To Company |
2022-12-06
|
| Consumer Consent Provided |
Consent not provided
|
|
