Consumer complaint received 2019-07-02
Company: Rocket Mortgage, LLC
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I went through XXXX XXXX XXXX to obtain what I thought would be a smooth and quick process to obtain mortgage loan for purchase. Started out with a wonderful XXXX XXXX who really went above and beyond to see that I could be helped. This was the end of XXXX. On XX/XX/XXXX I received approval letter. On XX/XX/XXXX I was contacted - after agreeing to use XXXX 's affiliate for Title work - by XXXX. On the " message board '' I had a preliminary closing date of XX/XX/XXXX. It appeared that the wheels were in motion. However, the underwriters began to ask for additional financial information - anything that I sent was not good enough - for example- " could not use bank statement because the banks name was not on every page ''. I had to have my husband write a letter stating I had access to all funds in our JOINT account and sign it. ( do they not understand the meaning of a JOINT account?? ) After submission they came back and said could not accept b/c wrong account # 's. After correcting and having him initial - they came back saying could not accept b/c all parties had not initialed the correction. ( why am I initialing on a letter he wrote and signed allowing me use of the funds in our joint account? ) This continued with everything that was submitted. At this point we are about 2 weeks out from closing date. I am contacted by someone on the message board requesting additional information on my retirement fund. On the message board the underwriters were requesting the terms of the plan, not just a statement but the actual terms of my employer 's plan. We had a gifted amount from someone, we had signed gift letter as requested early in the process, stating we did not have to pay this back to the donor. The underwriters continued to request copies of the donors bank statement, withdrawal receipt, deposit slip, etc. Explaining that the donor 's bank statement had not cut yet we provided copy of checks from his bank showing it had passed through his bank as well as ours. The gentlemen I am now dealing with is in a " Solutions '' area and I am no longer working with the Senior Processor. This was not explained to me until I made multiple phone calls to all parties involved that I am extremely frustrated at this point, nearly a week away from the closing date they still show on the message board, and I have underwriters continuing to drill and drill requesting more and more, for example - had to provide copy of rent payment every month for the past 24 months. ( this is a week from closing ) I had provided everything they had requested. The gentleman in the " Solutions '' area then comes back stating that the checks the donor provided have the word Loan in the memo ... The underwriters are now requesting a written explanation from the donor ( who out of the kindness of his heart gave us this money ) explaining why he wrote that on the check. Extremely over the process at this point and now having to go back to this person for a 4th time. The donor, for us, writes the letter and signs. I went back and forth with the Solutions person stating I was ready to walk away and really did not want to request this from the donor. I was told " underwriting won't allow the use of the gifted assets without that letter '' explaining why he wrote loan on the memo. This was on XX/XX/XXXX. The letter was provided the same day. I understand FHA guidelines not allowing it to be a repay situation but at this point you have gone above and beyond with a gift letter stating funds do not have to be paid back and the letter of explanation also stating the funds do not have to be paid back. On XX/XX/XXXX - 2 days before STILL scheduled closing date of XX/XX/XXXX - I am told that the underwriters will not allow us to use the gifted funds as the checks have the word loan written on them. 
We provided exactly what they asked, and they come back 2 days prior to closing to say we can't use, so we had to withdraw. Nearly 3 months of many phone calls, many emails, and scrambling around to meet the requirements of ridiculous requests from the underwriters, to be told 2 days before closing the deal is off. Title work was supposed to be in place, insurance was in place ( luckily I had put them on hold ), notice given to where I currently am leasing and have to be out of by the XXXX of this month.. .and I have twin boys turning 6 on the XXXX who I had to tell we were not moving. Now I have no place to go. 
I feel I was extremely targeted here, perhaps b/c I was a woman going through the process on my own and don't have the best credit or high income. I do not know, but I know I was put through by the underwriters as what I would describe as unjust harassment.

Company response to consumer: Closed with explanation