Consumer complaint received 2018-05-03
Company: Rocket Mortgage, LLC
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
OnXX/XX/XXXX, I responded to an email Quicken Loans to refinance my current mortgage. I have an existing mortgage with them and have been with them for the past few years. I was going in for XXXX  and wanted to consolidate some debt and possibly pay for the XXXX. We started communicating via email. On XX/XX/XXXX I stated via email that our home was worth between 260,00 and 280,000. On XX/XX/XXXX he emailed back the XXXX ARM details about the cards that would be paid off, the monthly payment, and stated we would need to bring some money to the table, but not stating what amount at that time. and of course asked if we were interested. Later on XX/XX/XXXX I reviewed the email again because in that quote there was a {$7500.00} rolled into the loan and I did not understand that. I also wanted to know if it would be possible to roll {$9800.00} into the loan because of the costs of the XXXX. I had also stated that I am not 100 % comfortable with an ARM. He responded onXX/XX/XXXX that {$7500.00} was going to be rolled in so there would be no money out of pocket and the only way he could make things work with the {$9800.00} was if the appraisal came back at XXXX. On XX/XX/XXXX my husband and I decided to go ahead, but then things changed when I saw the paperwork online. All of a sudden, we had to pay off several cards as of XX/XX/XXXX. This he said was because if we didn't do that, we would not qualify for the loan. I stated that I am not comfortable paying XXXX  dollars of credit cards in a month and then coming up with my mortgage payment to qualify for this loan. His resolution was getting his director of mortgage banking take a look at it on XX/XX/XXXX. He said they could work it out so we only had to bring {$500.00} to the table for closing. There was nothing stated as of XX/XX/XXXX that the appraisal had to be XXXX. We had agreed to go forward with the option of bringing {$500.00} to closing. We proceeded onXX/XX/XXXXwith providing the signatures and documents needed for the loan.

On XX/XX/XXXX the appraisal was done. On XX/XX/XXXX I was notified that our loan had been referred to a loan specialist consultant. Basically, the appraisal did not come back as high as the 290,00 that the original banker thought it would. On XXXX I spoke with this " specialist '' and realized they had built a loan around 290,000 ... when I had stated XXXX was the highest. I was quickly referred to A Resolution Advocate that put words into my mouth and clearly did not read the emails because she stated she was sorry for poor communication and wasting my time, but she would mail me a coupon on XX/XX/XXXX. The numbers were falsified so they could con us getting into a loan and take our money. It was a waste of time and a coupon is not going to fix it. I was lied to and led to believe this was something that could happen when they drummed up numbers. I knew our property was only worth XXXX  ... .the appraisal came back at XXXX ... I NEVER asked to have a loan drummed up with the appraisal value of XXXX.

Company response to consumer: Closed with explanation