Consumer complaint received 2022-01-27
Company: Rocket Mortgage, LLC
State: DC
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I started a refinance loan application for my mortgage with Rocket Mortgage on XX/XX/XXXX. The refinance application was for a VA refinance and would include taking money out. On XX/XX/XXXX the appraiser came to my home to appraise my home. On XX/XX/XXXX I was informed by Rocket Mortgage that appraisal was available for review ; however, it was not posted on my account dashboard as the notifications claimed. I had to call the company and pressure the client care specialist to send me a copy, which he did. Upon review of my appraisal, I observed that the appraiser had valued my condo approximately $ XXXX $ XXXX lower than expected. This was due after I had the appraisal reviewed by another appraiser, to the fact that no recent sales in the area ( XXXX or early XXXX ) were taken into account only sales from XXXX. My newly renevated kitchen ( XXXX ) was not approapirately accounted for the valuation of my home in comparison to the comps used. That is, only the median values were used. 

On XX/XX/XXXX at XXXX pm I emailed Rocket Mortgage Client Care Specialists to request a reconsideration of value of my property in accordance with my rights as a veteran per the VA Lender Handbook Chapter 10 Topic 22 ( https : XXXX, page 368 of the PDF ). My email stated the following justification for the request for reconsideration of value " No outside sales more recent in sales date were used and the appraiser did not account for my totally renovated kitchen with any adjustments. Please reconsider the value for kitchen updating as well as the sale at XXXX XXXX XXXX as a more recent sale. '' At XXXX pm on the same day Rocket Mortgage replied stating " The appraiser is already providing value and has noted that the kitchen was updated one to five years ago. This is on page 6 of the appraisal report. No value would be added with an appeal. The dispute will not be granted. '' and refused to forward my request to the appraiser, contrary to the VA Lender Handbook. 

On XX/XX/XXXX Rocket Mortgage issued an updated Loan Estimate which added an additional {$4000.00} in origination fees to my loan, thereby reducing the amount of cash out I would receive. On Monday XX/XX/XXXX I emailed my Loan Officer XXXX XXXX at Rocket Mortgage and asked him why this was the case and he informed me that it was because my appraisal had come in low. I emailed him later that day and informed him that I wanted to close my loan application and did not wish to continue with the loan. He replied confirming that the loan application had been closed. 

As of today, XX/XX/XXXX my loan application continues to show open in their system when I log on. I continue to get emails, text messages, and phone calls telling me that they require employment verification and providing me with closing details. I have forwarded this to XXXX XXXX who continues to assure me via email that the loan application is closed in his system, however when I called him today after I received a voice mail from Rocket Mortgage asking for my employment verification again, the system flagged me as having a loan in the process. 

It is my belief that Rocket Mortgage has not closed my loan application and is continuing to harass me in an attempt to bully and pressure me into signing for a loan that I have already determined is no longer in my best financial interest. I believe that Rocket Mortgage is violating VA rules regarding appraisals and purposely refusing to support reconsideration of value in order to add additional fees onto VA refinance loan packages.

Company response to consumer: Closed with explanation