Consumer complaint received 2019-08-09
Company: Rocket Mortgage, LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I applied for a second home loan through Quicken Loan on XX/XX/2019 working through XXXX XXXX. Quoted rates was 3.5 % due to our high credit score with {$9900.00} in credits her boss authrized that that would minimize our points buy down cost. Our loan number is XXXX for XXXX XXXX XXXX XXXX XXXX XXXX XXXX Sc for {$400000.00} with {$40000.00} down, {$5000.00} earnest money and to finance {$360000.00} over 30 years. My wife and I were on the call in which XXXX reviewed the terms of the mortgage, which were very confusing with the credits but sounded attractive. 

At no time during the first conversation was mortgage insurance discussed, which in later transmittals would impact us $ XXXX/month. I communicated this gap through Quicken Loan and they wore me down with no resolution or concern for the omission. 

During my employment check, the contacted the wrong company XXXX XXXX who told them I had been terminated rather than my employer of 30 years XXXX XXXX XXXX Ga. XXXX asked my wife in passing one day if I had been terminated ... I then contacted XXXX my lead loan contact with information on our site HR contacts. No one contacted them for another week when I was finally told directly that they were having problems verifying employment. In todays age of privacy, I am not sure how that happens. I asked for an explanation and have not received one to date. Very concerning. 

Cash to close estimates for my loan started at {$47000.00} with a {$40000.00} down payment and went to {$51000.00} 3 days before closing and {$54000.00} 12 hours before closing with no review or call from Quicken but just a posting on line. They say great customer service but they do not follow up changes of this magnitude with calls. the confusion in the way the show credits showed in my loan that I would have seen {$30000.00} in closing cost if not for the {$10000.00} up front credit. my closing lawyer said he had never seen loan origination at {$9800.00} ( what is on my closing detail, first time I saw this number ). I was told that would be {$6500.00} .... This made closing very unsettling with no one from Quicken to explain things. 

My closing was disrupted by an inspection item and now I am faced with an expiration date on my loan of XX/XX/XXXX at which time Quicken has now informed me that I will be changed another 1/2  pt based upon their discretion. This adds insult to injury. 

I am amazed at the lack of customer focus even at the management level. There was one shining star XXXX XXXX in the process for Quicken that took the time to calm me when at the end of the process and did attempt to explain things. 

I am still not to the finish line, found out that cash to close from another lender for same 3.5 % rate side by side is lower and so disappointed in the whole process. I trusted Quicken Loan and they let me and my wife down in so many ways. I hope things can change and glad to have a platform like this that protects consumers to document my story ...

Company response to consumer: Closed with explanation