Consumer complaint received 2021-10-18
Company: Rocket Mortgage, LLC
State: MT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My husband inherited his family home on XX/XX/XXXX when his parents passed away. His parents had a mortgage, which we have been paying since said date. The original loan balance was XXXX, when his parents passed away it was XXXX and as of today the balance is XXXX. When we first began making monthly payments we contacted our mortgage company, Quicken Loans, and asked about beginning the process. They told us not to even bother submitting an application because of we did not have 2 years of consecutive employment history. My husband is a XXXX and we own XXXX XXXX XXXX XXXX. He has owned and operated this business for roughly 17 years. However, we ceased business operations for nearly 2 years when his father was diagnosed with XXXX  XXXX  XXXX. His mother had fallen down the stairs a few years prior to this, XXXX  her and confining her to a wheelchair for the rest of her life. 
So in XXXX of XXXX we submitted an application for refinancing the mortgage because the value of the home has gone up quite substantially. We were again denied because of the employment situation. 
Then co-vid happened and from roughly XXXX of XXXX until XX/XX/XXXX we had no income other then pandemic unemployment, which left us with roughly XXXX dollars every month after our bills were paid... not groceries or gas... just bills. We were basically screwed, like most people at the time, and to be honest we are still struggling to catch up. Our mortgage payment each month is XXXX, we were, and still are, unable to make that kind of monthly payment. So in XXXX of XXXX we again inquired about refinancing and once again we were denied. We were told that we could do the forbearance program, and since we had no other options, we opted in. We are currently XXXX behind and it is due XXXX of this year, this is exceptionally stressful, especially when our business is sadly nowhere near having recovered. We, like the majority of people, are struggling to keep our lights on, we certainly can not afford to be paying almost XXXX a month on a mortgage that we get no credit for paying. So I decided to look into what our rights as inheritors are, and if I am understanding the law correctly, than due to my husband being the directly named beneficiary for his parents entire estate, Quicken Loans was never in any position to be able to deny us transfer of ownership. 
I called them today and explained all of this to a woman and was told that the only way we could transfer ownership is if we pay the full forbearance amount first. Now, I have a major issue with this and here is why. We contacted them roughly 2 years ago and inquired about a transfer, we provided them with the will and the beneficiary documents. They then lied to us and denied us what we have a legal right to. Which in my personal opinion is complete and utter B.S. to say the least. As a business they should know the legal regulations that pertain to said business, and if they do not then they should be held responsible if their lack of knowledge causes harm or misdirection for their clients. 
I understand that we are now in forbearance, but I do not feel as if this is a legitimate reason for them to deny us ownership when we had originally attempted this 2 years prior to us being in forbearance. So basically we have been forking over XXXX every month until something like XXXX of this year but have not gotten a single shred of credit for any of it. 
My husbands credit is almost XXXX, mine isn't the greatest at a low XXXX and at the moment we make roughly XXXX to XXXX a month, a MONTH! We have been denied every loan we have applied for to try and catch up with all of our bills. So it's not like we can just go and take another loan out to get caught up. We're basically XXXX  and literally risk losing everything we have. I understand that our bills are our responsibility and that everyone is hurting right now. However, I feel like this company deceived us greatly and that had we not been denied ownership to begin with we probably would not be in the same situation we are in now because at least we would have been getting credit for our payments, making it possible for us to get a business loan so that we could catch our business up after plummeting so greatly due to co-vid.

Company response to consumer: Closed with explanation