Consumer complaint received 2021-09-30
Company: Rocket Mortgage, LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My husband and I applied for a FHA mortgage through Rocket Mortgage. Once we applied we turned in all required documentation to our first loan officer XXXX. XXXX was about to send us a pre approval letter, but for some reason he left the company. We went about a week in limbo before our new loan officer XXXX reached out to us. 

Upon reaching out to us, XXXX started to request more documentation ( even some we had already provided ). At this point we had already submitted a lot of documents and were anticipating a pre approval letter. The normal pre approval process with Rocket Mortgage takes one week as per their website. At that point it had been three weeks that our pre approval application had been with Rocket Mortgage. Despite this fact, we still provided all the documentation asked for. XXXX came back and made an excuse that did not make sense to us as a reason not to give us a pre approval for any amount although our income and credit scores were within the guidelines for a Rocket Mortgage FHA loan. I complained and requested that XXXX 's supervisor reach out and deal with us. XXXX responded and told us he would have his supervisor XXXX call us. This never happened and XXXX instead reached out sounding annoyed that we questioned his decision. I told him in our conversation that I could understand if he could not approve us for the amount that we were asking for, but could not understand why he could not approve us for any amount. 

XXXX explained that because in XXXX we had a decrease of about 22 % in our business income from our XXXX income ( according to his calculations ), that FHA guidelines would not qualify us for a mortgage at all, despite the fact that we also had w2 employment in addition to the business income. We explained that our XXXX  was a XXXX XXXX  and a XXXX XXXX  company and that the reason for the decline in our XXXX income was because during the pandemic in XXXX, a majority of the year gatherings were banned. In response XXXX said that if we could prove through a current profit and loss statement that our business income for this year ( XXXX ), had increased or showed projected increase, that he would be able to approve us. We had already provided a profit and loss statement reflecting our business income for XXXX XXXX XXXX to XXXX, our previous loan officer. Nonetheless, we sent him a current profit and loss statement for XXXX XXXX XXXX. When he received the profit and loss statement he said that our income looked great but he also needed more bank statements in addition to the 3 months of bank statements that we had already provided to XXXX. 

We provided our business bank statements from XXXX to XXXX ( we had already provided bank statements from XXXX of XXXX previously ). I asked him for a breakdown of how our income was calculated sent to my email. He agreed to send it but no matter how much I asked ( even by email ) he never did. We don't understand the way he is calculating how much income he could use from our business and w2 income. We had to complain again because XXXX would not respond to our phone calls, emails, or text messages after we sent all requested documentation to him. When we complained he got in touch with us ( it had at this point been over a month that our pre approval application had been with Rocket Mortgage ) and told us that he wanted to set an appointment to talk to us about our income. He kept insisting on talking to my husband despite the fact that my husband and myself reiterated many times that my husband would be at work during his available appointment times. He even sent a text and email on the day of the appointment to my husband 's phone confirming that he'd be calling him at the time of the appointment. When we responded and told him that again my husband would not be available and to contact me ( his wife ) he never responded. 

At the time of our appointment, XXXX never called. We found out that he became ill. When he did get back in touch with us he told us he would not be able to give us a mortgage because fha doesnt allow 22 % decreases in income even if the income is still a qualifying amount for a mortgage and the despite the fact that we have w2 income to add to the business income. According to XXXX once there is a 22 % decrease fha automatically does not approve you for a mortgage regardless. I asked him several times to send an email or something in writing stating that we are denied and why we were being denied, showing how our income was being calculated. He never sent this to us. I have emails asking him for this information as paper trial. 

I feel Rocket Mortgage as a whole failed us because we requested to deal with someone else by phone and in writing via email. We asked to have a supervisor reach out. We expressed our concern with how we were being treated and there was never a solution met for us. XXXX continued to deal with us and everyone we contacted stated that only XXXX could deal with our case even though we felt as though he was treating us unfairly. We feel that the excuses made by XXXX in attempt to stop us from getting a fha mortgage were false and that we were being discriminated against because of our race. We are XXXX XXXX. I will continue to report this until I can verify what he claimed caused us to be denied is indeed accurate.

Company response to consumer: Closed with explanation