Consumer complaint received 2020-06-03
Company: Rocket Mortgage, LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I began the process of attempting to refinance with Quicken Loans, LLC on XX/XX/XXXX. My initial experience with home loan expert XXXX XXXX was pleasant. We decided on a 30 year conventional loan ( refinance ). She initiated the wheels in motion to have me upload documents ( pay stubs, bank statements ) and conducted a HARD inquiry of my credit. At the time COVID-19 had just begun and schools were closed ( I am a teacher-this info will be valid later ). After back and forth, I received the closing disclosure issued XX/XX/XXXX and a closing date of XX/XX/XXXX. I would often look at the APP ( Rocket mortgage ) and see that more documents would be needed. The same documents that were already provided. Time elapsed and they requested more pay stubs. I went back and forth with them that now schools had officially been closed as of XX/XX/XXXX, the district was not sending them. There response ( call your principal, give him your loan number and tell him to give us a call ) .. I was so upset, first of all it is none of my principals business what I am doing with my own property and but for quicken loan dropping the ball and not being current on info I had already sent prior this would not have been necessary. So after consideration, I emailed HR about not receiving pay stubs in the mail in which I received an email back that the district was officially closed but that she would generate a stub due to the circumstances put forth ( needing another stub for closing due to the precious one being outdated ). That was sent, moving forward received closing date of XX/XX/XXXX ( a month later ). The woman came, we signed the paperwork at XXXX. The loan to XXXX XXXX was supposed to paid off on XX/XX/XXXX. She drove off, everything was fine. XXXXI receive a call from XXXX saying the closing has been cancelled due to a name change, I said I don't know what you are talking about we just closed earlier that morning and the documents were fine. She said well I have to speak to the underwriter and I will get back to you. ( NO ONE CALLED ME BACK ). I called someone the next day and spoke to XXXX on XX/XX/XXXX ( she didn't see anything referring to a name change ) said someone would call me ( NO ONE CALLED ME ). Spoke to XXXX on the second attempt to find out what was going on and the third attempt was XX/XX/XXXX with XXXX and fourth attempt was with XXXX on XX/XX/XXXX. Meanwhile, I reached out to XXXX and XXXX ( left messages no response ). XXXX provided me with XXXX XXXX name and number. Called her and she said I will call you back with the information as to what is going on. She called me later that day and told me that there was an issue with my last name and the hyphen and that they would need to do ANOTHER hard inquiry on my credit. I was appalled that after all this time, you are saying to me that I have closed and signed all documents on XX/XX/XXXX with my name being spelled correctly, that you want to do another hard inquiry on my credit-FOR WHAT A HYPHEN! I replied to her so if I don't let you do another inquiry on my credit, you will not pay off the loan to XXXX XXXX, she said yes. I simply said NO, you may not do another inquiry and we will NOT be refinancing with your company. I think they were very unprofessional, misleading, and I am still unclear as to why everything was halted when it was not my doing. I think it is a SHAME that I had to upload documents with my correct name over and over again for almost 2 months and to have it end this way is disgusting.

Company response to consumer: Closed with explanation