Product: Mortgage

In XX/XX/XXXX, our mortgage holder, Quicken Loans, sent me an email, asking if we needed assistance paying our mortgage during the COVID-19 pandemic. We applied for and received a forbearance plan for XXXX through XX/XX/XXXX. Upon initiating payments again in XXXX, we were fine. In late XX/XX/XXXX, I received a phone call from XXXX XXXX, our previous point of contact at Quicken, asking if we would be interested in refinancing since rates were lower. We decided to refinance and add enough to pay off several smaller loans. We made application with a Quicken Mortgage Banker, XXXX XXXX, paid a {$400.00} fee, and began the process to refi. We forwarded all required documents as requested, discussed timelines with XXXX, and even had the appraisal completed and approved. We received documentation from the appraisal/title company that we would close on or about XX/XX/XXXX. I contacted XXXX about that date and informed him we were out of town and that the date would have to be moved. He informed me that someone named XXXX would be contacting me and that moving the closing date was no problem. Upon returning home, we waited to hear but received no info or calls from anyone. After I left a couple of angry voice messages on both XXXX XXXX and XXXX XXXX phone, we eventually received a call from yet another Quicken employee who told us that we were not approved!! Mind you, this is now nearly 2 months into the refi process. What she told us, before she actually hung up on us due to our questions and concerns, was that we should have had 3 payments in after coming out of forbearance before even applying for refinancing. We all agreed that our initial points off contact should have known this and advised us to wait until those payments were.made to apply, but there's nothing she could do, so she hung up on us. The next day, Quicken had removed all info relating to this refi from our online account info. I contacted XXXX as he was listed as our contact points. He transferred me to another supervisory person who took my info and said he'd call me back. After no one called back after several days, I contacted XXXX again, who researched and informed me that " they '' were meeting about my issue on XX/XX/XXXX. On XX/XX/XXXX, I received a call from Quicken. The rep informed me that they were going to.refund my {$400.00} application fee as the issue was XXXX XXXX fault for not recognizing we.were.only 2 months out of forbearance, not 3. We have since received the {$400.00} refund. However, since we withheld ( as directed by Quicken ) our XXXX mortgage payment due to an anticipated XXXX closing, they charged a late fee of nearly {$70.00}. I feel that without my continued push for some action, Quicken would have kept my application fee and that would have been the end of it. I feel defrauded and taken advantage of as a senior citizen ( XXXX ). We went out of our way an applied additional payments to several open accounts to lower our debt to income ratio, only to be disapproved months after applying on a technicality that should have been known up front. Since we are currently Quicken customers, and have been since approximately XXXX, I would like to resolve this issue before contacting the State Attorney General 's office by asking Quicken to approve our refi, enabling us to move forward and remain Quicken customers.