Consumer complaint received 2022-01-26
Company: Rocket Mortgage, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We started a new loan approval request with XXXX XXXX XXXX of Rocket Mortgage in mid XX/XX/XXXX. We wanted a Pre-Approval letter to begin our search for a multi-unit property. From the start of the process, there have been constant problems. 
Problem 1 - We were told to upload our docs on the RM profile. There, two of our properties were listed on the dashboard. We could not find the " new mortgage '' tab to submit the documents for a new loan. After several calls to get XXXX to create one, we called client relations to get help from his supervisor, XXXX. It appears XXXX assumed we wanted to refinance one of the properties on the dashboard, so he did not create a new loan option. It's not clear how he misunderstood when he was told at the beginning, we wanted a new loan for a new property. Finally, with XXXX 's intervention, it was created. 

On XX/XX/XXXX our paystubs & XXXX 's were uploaded to RM dashboard and the XXXX & XXXX taxes we emailed to XXXX because it totaled over 40 pages that was too large to send via the mobile app. 
Problem 2 - I checked the dashboard and the taxes that were emailed to XXXX were not uploaded and the dashboard had an approval amount of $ XXXX with 5 % down payment, which made no sense. On XXXX, I emailed XXXX, asking how he came up with that amount and down payment percentage, if he didn't have all the documents from us yet. We certainly knew that a multi-unit purchase would be at least 20 %. On XXXX XXXX replied, telling us to ignore the amount, calling it " irrelevant until reviewed. '' On XX/XX/XXXX XXXX requested proof of assets - bank statement and lease agreement. 
Problem 3 - Along with his request he mistakenly referenced again, that the down payment would be taken from the equity of one of our homes. NO! Again, we had to remind him there would be no refinancing. It would be a cash deposit. For whatever reason, he was so stuck on refinancing that he had not been listening to our business needs On XX/XX/XXXX - the bank statement and lease agreement were uploaded to RM profile. A total of XXXX pages were submitted, which was accidentally sent twice. So, XXXX pages, in error. 
Problem 4- When I asked XXXX to confirm receipt of the docs on the RM profile, he replied, on XX/XX/XXXX, " Received page XXXX of the lease. Have not yet seen the assets come through. '' Wait- what?! 
I sent XXXX a screenshot of the RM profile, as proof that everything was uploaded. In my frustration I proceeded to ask him what the problem was, and why he couldn't see what was obviously right in front of him. I received no reply. I called customer relations to speak to XXXX 's manager ( XXXX ) and be reassigned to another loan rep. 

XXXX never called us back to try to resolve the situation. He, like XXXX, just vanished. Later, we received a call from another rep, XXXX XXXX. 
She basically had to start from scratch and recalculate the numbers for our approval letter. Unfortunately, she had to wait for the XXXX and XXXX taxes from XXXX, in order to finalize the numbers. These docs should have been removed from his email and uploaded to the RM profile where all the other docs were. Finally, after several attempts, she SAID she received them. However, they have not been uploaded to the RM profile. Why? 

On XX/XX/XXXX I emailed XXXX asking that she upload the taxes to the RM profile - XXXX pages for XXXX year taxes. She has not responded to date.

Company response to consumer: Closed with explanation