Consumer complaint received 2021-10-01
Company: Rocket Mortgage, LLC
State: MN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
This all started in 2019, I lost my job and requested a modification from Quicken Loans, I was told to watch my mail for some forms to fill out, which I did, and I filled them out, sent them back in, waited almost 2 weeks before calling back in to inquire on the status of my request, I was told that it was in processing and I would receive a correspondence when the process was complete. Another 2 weeks goes by, so I call back in and let them know I have heard nothing still, again, I was told it was still in processing, but that it looks better to the group that is processing the requests for modification if I get my mortgage caught up to current so they can see that I am trying to keep it current. I hung up from Quicken Loans and immediately called the FHA outreach number, finally got to speak with a person, and told him my situation and what was going on, and he told me to reach out to my lender and work through it with them as they are required to help me with my modification and that by FHA guidelines I definitely should qualify for a modification, and I asked if he could tell if they had submitted my modification information yet, and he said he couldn't see that they had as of yet, which by then 2 weeks had already gone by and I had gotten no help at all yet, but being told that it looks better if I catch my mortgage up first. So I called Quicken Loans back and made arrangements to pay my mortgage to current to help me get my modification, and to my surprise ... ... when I sent the money and they processed everything and showed my mortgage as current, I no longer would qualify for a modification I found out when I called them back again another 2 weeks after sending the money to bring it current. I told them that I had to borrow that money to get current and I still needed to pay it back and still had no job and still needed a modification until I could get back on my feet again. I never heard back from them even then. so I got behind again, and they kept telling me they would notify me of the decision and that was only when I would reach out to them, and I kept asking what should I do in the meantime, send in partial payments? I was told not to do that because they wouldn't be the whole payment so wouldn't be accepted. I finally found a job where I was going to have to work out of town about 80-90 % of the time, and low and behold when I get home, I have a notice of sale waiting for me, and the sale was going to be the very next day, I called them and begged them to stop the sale, that all this time they had been holding me off, biding time so they could take my home, and I was told I had to get over {$11000.00} dollars sent to them that day before the sale would be stopped, and I begged I asked to talk to anyone that could help me, they told me to call their attorney. I tried everything to get them to help me, finally after my bank person had talked to them and told them that I was getting money wires into my account, and that my tax return was due to be deposited in the next 2 weeks, to verify that I was telling Quicken Loans the truth, I called the guy back that I had been talking to, and he said he would talk to the team handling the sale and see what could be done. He still never called me back, I called him, I emailed him, he finally said the sale was stopped, but he didn't tell me the truth, it had not been, they sold my house. I have called the attorney generals office, they have reached out to quicken Loans and gotten no response, I have somehow found different agencies to try and get help, Quicken will not respond to them, the pandemic came on and they were not supposed to put any homes up for auction, but they still did put mine up for auction, now I am in jeopardy of homelessness when I get evicted any day now, I am taking care of my elderly mother due to XXXX XXXX, she will die no doubt if we are evicted, she is in XXXX XXXX, she will not have her XXXX she will die. I have an XXXX  son, he will have serious XXXX XXXX if we are homeless, I don't want to lose him too. This is a dire situation that I have worked tirelessly to get help from day 1 and no one will help me. I talked to their attorney 2 weeks ago, he was going to contact quicken and see how they could help me, nobody has called me back yet, same as the whole time they were counting down and lying to me so they could take my house. I need help, I need my house, and I can't get anybody to help me, this is a life and death situation and nobody will help me!!! Please, I am begging you, can you help me? Please, I don't want to lose my mom, I don't want to lose my son, I need help, please......

Company response to consumer: Closed with explanation