Consumer complaint received 2020-10-09
Company: Rocket Mortgage, LLC
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
It is XXXX XXXX  and I just finished reviewing my closing disclosure and loan documents for my XXXX XXXX  closing. I am XXXX yrs old and do not do well with this kind of pressure. I just received these documents after pleading with my title company this afternoon for some information. She told me they were still balancing the documents and she was having trouble also getting them. She was very gracious and provided me with much more pertinent information regarding my closing that the loan co. I finally did receive the documents late this afternoon in the document que from my loan co. I have been pouring over all 47 pages of these documents for the last 5 hours. Again, at my age I don't do last minute intense important reading like this. I was very upset over fear of not being able to obtain a wire transfer for closing funds tomorrow at XXXX XXXX, as the manager ( who is the only notary ) doesn't come into the office until early afternoon ). However, she told me I could get a cashiers check and didn't need to wire transfer ( which I know nothing about ). My initial banker at the loan co was very nice and pleasant. After the application and approval phase, I was turned over to another team ( of many teams at this co. ) the purchase specialist team. It was here and at the closing team that my service was most fragmented After a few days with the purchase specialist, she disappeared and a new person started answering her emails. He knew nothing about the past week of processing. He even told me we might have to go back to the beginning phase of documents. After I expressed my extreme displeasure he conferred with the underwriters, who basically gave me one of two options, I had all the funds needed in my credit union, but they had to have documentation regarding their source, which got very complicated. I finally attached all my banking doc 's to an email and sent them to this person and told him I did not know how to upload them to the companies que thing! Finally got past the underwriters and the confusion started all over with the closing team. Again I was passed around to several persons and here I was the day before closing and no closing documents to review. Then the final straw was being informed today that my closing would be a 'drive through ' closing! I informed that person that I would not sign anything without reading it through and making notes and questions I had about the 47 pages. So I have also been trying to pack my belongings over the intense last 2 wks. Staying up until XXXX or XXXX in the morning, after spending many day hours on my computer trying to communicate with a 'que thing ' from my loan co. They inform you to check it daily for 'things to do '. I know I can not go on much longer at this pace. It feels like I am doing all of their work and they just deliver mandates and pass my case onto the next team, ready or not! I will never, never use this loan co for anything again and will advise all of my friends and relatives on my experience. I am only writing this complaint in hopes of helping another senior citizen to avoid a similar situation. In addition to all of this they selected my real estate agent and that person has not been helpful either. She and her spouse flip houses and whether our communication was in person or on the phone, she was communicating with several others at the same time. 
When I read about CFPB I was extremely pleased that their is someone out there to address this unfair manner of doing this very important business. I know this loan co is making billions of dollars with the surg of mortgages and the low interest rates that we currently have. However, they need to focus on their current process which is in very bad shape. 
In closing ( no pun intended ), I am a retired XXXX  and if the hospital fragmented patient care like this, there would be major outcries! Please help!

Company response to consumer: Closed with explanation