Consumer complaint received 2023-10-13
Company: Rocket Mortgage, LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage
Sub-issue: Application denials

Complaint:
XXXX & XXXX XXXX, Owner of foreclosure property at Rocket Mortgage ask if I would purchase their property due to their lack of funding to get caught up. Ex-wife ( me ) XXXX XXXX purchases rental properties agreed to buy. Contacted Rocket Mortgage together XXXX week ago to get instructions on how to proceed. First they told me that I was unable to assume the loan until I contacted the XXXX XXXXXXXX XXXX and they said it was assumable but they could not tell XXXX what to do but they did indicate if they did not offer and complete paperwork they would get in trouble. So, I call Rocket back with the information and they said I must bring the loan current and emailed me the website, payoff and reinstatement letters for review before I proceeded with the loan. They said that the XXXX XXXXan process would take up to XXXX days. The next option was to do a straight purchase and email the signed sales agreement to the Account Resolution 's team and I could move forward without making the catchup payments. I called them at least eight times to make sure I did not miss anything before I went to the next step. Since the assumable loan process required me to pay the XXXX, my attorney advise me to take the higher interest to cover my losses and purchase the home outright. He also stated the same thing Rocket Mortgage told me about purchasing outright, fax the preapproval letter with the sales contract. I called them once again yesterday XXXX before I went to the client appointment to get the agreement signed and asked if their is anything else I need or overlooked. They responded " no ''. Just faxed the documents and we would go from there. On today, XX/XX/12 my realtor faxed the signed agreement which I paid a due diligence fee to the buyers of XXXX awaiting to hear from Rocket Mortgage to begin the process. My realtor spoke with Rocket Mortgage and XXXX the call with me. The gentleman stated their foreclosure process was to receive the agreement and proof of funding and no upfront money will be needed. XXXX minutes later, we received an email that I would have to pay the back pay before proceeding. This back and forth is ridiculous and has caused me XXXX and opportunity to purchase this home. They are making up rules along the way. They tried discouraging me to process the VA loan assumption so I called the XXXX   XXXX XXXX to verify some information and they stated that the mortgage company was incorrect about me being able to assume the loan but they could not stop their practices until they went through with this incorrect information. Now I have a pre approval and signed agreement and out of XXXX because of Rocket Mortgage inability to have a consistent process that would have allowed me to make a better decision. In the beginning they had no problem wanting to take my money and they knew then I was his ex wife, now that I am ready to move forward XXXX things are being changed ; XXXX ) Will not proceed without payment and I am now not able to pay because of my 30 year divorced relationship and XXXX ) the direction I was told to go with Rocket Mortgage and my attorney which now they will not accept either. Why is it that I can't purchase this home? This is unfair practices. They do not have a consistent guideline throughout departments. This whole time they tried convincing me to pay the loan up and new I was his ex wife and had no problem but now that they have everything they need to process the loan I can't pay. They told me to get someone else to pay so I can proceed. So tacky and unprofessional Thank You XXXX

Company response to consumer: Closed with explanation