Consumer complaint received 2021-01-12
Company: Rocket Mortgage, LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied for my first mortgage through rocket mortgage in XXXX. I had to wait a few months for my credit score to reach a XXXX. In XXXX I was finally able to start the process of buying my first house, it was literally going to be a dream come true. 

Rocket mortgage asked for {$500.00} down in XXXX of XXXX and told me the would place it towards my mortgage once the loan went through. Everything was going fine, other than they wanted a document from my retirement company that doesn't exist. I sent in everything they asked for, constantly, I sent them monthly statements that my retirement system calls a " mortgage verification letter '' they refused to take it but told me they would extend the loan. XXXX, the person whom i was working with went on vacation, and they closed my mortgage. I called them and told them I just had an apraiser at my house, I also had {$1400.00} worth of work i did to the house down and asked them how they could do that to me, she left me a voice-mail stating they closed they denied the loan. My closing date went from XX/XX/XXXX to possibly never. 

After fighting with rocket mortgage for about 2 weeks they finally opened another loan up for me. I got all of the documentation I needed, repaired everything the appraiser said needed repaired on the house and shed, spent many hours getting documents around and trying to work with the title company, not knowing anything could go wrong, I was told that my closing date would be changed to XX/XX/XXXX, then they switched it to XX/XX/XXXX, then switched it again to XX/XX/XXXX, then switched it again to XX/XX/XXXX because the title company was having covid issues. 

On Thursday, XXXX XXXX, I recieved a call from rocket mortgage telling me I needed to contact the title company because they found a " judgement '' on me. The title company finally called me back on XXXX XXXX. XXXX, the woman who was working on my title search stated that she found what she thought was a judgement, I told her it was being appealed and there should be no issue with it because I have all of the paperwork proving that it isn't my debt. She told me I could just sign a paper and everything should go through fine. I called rocket mortgage and XXXX told me that thats what she understood as well and that we should be able to do closing on the XXXX. 

I then recieved a phone call on XX/XX/XXXX from XXXX. He told me that they would not be able to close the loan because of an appeal I was in, that he had no way to prove that the money was not new debt, even though I told him where and what it was on my credit report and it even states the card was stolen in XXXX. He then asked for my employment verification ... again. I sent him in my paystubs and explained to him we are on a temporary furlough, but because of the way unemoyment is and the shared work program that we are doing, I collect more money now then what I was before ... and it will only be this way until the XXXX of XXXX. He told me it doesn't matter, theres nothing he can do to work with me .... 

I then contacted rocket mortgage because I want my {$500.00} deposited back, I want the {$90.00} I paid on my homeowners insurance back, and I want the $ XXXXguarentee they have if they can't close a loan. They lied to me. They made me believe I could own a home. I spent thousands on fixing the home up only to be told they can't help me, even after I told them if they can't get the loan to go through that I did not want to restart the loan again. I was told it was a mishap and that it will go through. They should have to follow through in their policies. It is their fault the loan did not go through, the title company even said it was rocket mortgages fault that the loan didn't close, so I didn't have to pay the title fee.

Company response to consumer: Closed with explanation