Consumer complaint received 2020-06-23
Company: Rocket Mortgage, LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
For the last year I have been ignoring many many many calls from our mortgage company, quicken, telling me how i can refinance our mortgage. One day within an hour, I had 63 calls from the same number which i traced back to Quicken, who we have an account with, so couldn't complain to anyone about them calling and harrassing me. 

About 2 weeks ago, my husband answered one of their calls and was promised a great rate and we could even use the equity to take a larger loan to pay off some bills. We were told we wouldn't need a home inspection or it would be outside only due to COVID. He started the initial paperwork for them to start the numbers. I then started getting phone messages from a XXXX who had all of these great things to say. Via her messages, she asked me to sign in and complete some paperwork, so i signed in. While reading some of the forms I had some questions and concerns. I contacted quicken with the concerns and XXXX began texting me that i had to sign the 4506-t I  expressed to her that the form was incorrectly filled out because we have always filed jointly and that once she corrected it, i would be happy to sign it. She said " we need them both signed separately. We're just confirming with the IRS that you don't owe them any money. '' When i said something about it being strange that I would have to sign a form for the IRS that wasn't filled in correctly and that it seemed a little strange, she said " no because we do a social security search it wouldn't matter who is first or last. This is just a search for your tax return to confirm it was completed and no money owed. So as long as name address and social is correct you should be fine ''. When i questioned it again and asked her to fill it our properly her response was " we aren't legally allowed to fill the form out that way. I have completed thousands of loan applications and never have they been on the same page. They are required to be separate because before you two were married, you were once not married. We are looking for an entire history of any dept owed to the IRS ''. I once again said, the form says if filing jointly to fill the form out this way and she told me i was incorrect and that the form ( which clearly stated if file jointly fill it out this way ) ... '' is not incorrect. This is the proper way to fill out this form. I have never had this form filled out with them together. not once ''. when i expressed my concern again and that it wasn't her filing the form with the IRS, but me and that my name and signature were going to be on it she said " I understand, I am saying this with MY job on the line. This is how the form is filled out. It is generated by my system. we have generated thousands and thousands of loans this month. Not one of them had them together. It doesn't work that way. Its not a choice thing i can go in and adjust, it is illegal for me to adjust this. He ( my husband ) had one that had to be signed separately as well. We do a search for each of you. '' I finally told her i was done going in circles and I wasn't being pressured into signing something that i didn't feel right signing. I asked for a supervisor and explained i wasn't happy that they were trying to force me to fraudulently fill out and sign a form for the IRS. When I was done communicating with her that day, I looked up the form and discovered that the form they were using and pressuring me to sign was not only filled out incorrectly, but also was a form from XXXX and the form had been updated by the IRS in XXXX. 

A short time later I got a text message from a XXXX XXXX who is a Director at  Quicken Loans. I told him i would be happy to speak to him about XXXX right then. I waited and waited and he never called. I then realized my husband had returned home from work but was on a phone call. The person that had texted me on my cell phone called my husband!! When my husband walked in, I was furious!! I spoke to XXXX and after a bunch of excuses as to how he didn't have my number to call, but was able to text me we started discussing the form. I brought it to his attention that the form had been updated by the IRS and that there was a lot of bad information concerning this form and that it appeared that a VOE form could be filled out instead. He continued to pressure me to sign a form i said i was not signing because it wasn't filled in correctly. I told him I refused to sign a form for the IRS that wasn't filled out properly. He said he would have to talk to someone else to see where to go since we were being so complicated. That he didn't know how we would be able to move forward without this form signed. They then had a XXXX in resolution call me and she fed me the same information about the form. I once again told her that we would have to move forward without the form as it wasn't needed. I also inquired about how far back they are looking and she said 3 years, so I mentioned how XXXX told me they needed my information from before i was married XXXX XXXX ) and she that she wasn't sure. To the best of her knowledge, 3 years. She couldn't provide any information as to why XXXX was not only pressuring us to sign the papers but also lying to us. I told her it seemed a bit fraudulent and I no longer wanted to be working with XXXX. I told her we had lost a lot of respect for her company because of this. She said she would do some research and get back to me. That was Thursday XX/XX/XXXX. She just called me back on Tuesday XX/XX/XXXX and once again told me the form had to be filled in. That XXXX   XXXX  required the form but when we inquired what XXXX  XXXX  had to do with our loan, she had no information for us. We told her this was ridiculous and that we weren't filling out the form. They had told my husband that they had already verified his employment and already had all of our information since we already had a mortgage with them, but couldn't tell us why they needed this specific form nor why they refused to fill it our properly. We then called XXXX XXXX  and they have no record of us and have nothing to do with our loan. They also said they had no idea why Quicken would be mentioning them at all unless they were planning on selling our mortgage as soon as it was closed. 

Since this remortgage started, I have felt pressured by Quicken and have had a really uneasy feeling and that they were doing something fishy. I expressed all of this to XXXX who was a resolution advocate with quicken, but she kept feeding me the same line about this one form. I kept telling her we were done with the form and they needed to find another way to move forward with the loan. She then told me I needed to fill in the form to verify my employment. I then explained that that was easy, i wasn't employed, so there was nothing to verify and that should have been the end of it, but it wasn't.

In the meantime, we have now received correspondence from an appraiser from Quicken Loans ( who has told us they couldn't move forward without the form ) and the appraiser has said they would need to walk all through our house and measure everything. We already expressed to Quicken that we didn't feel comfortable with this because of COVID and were told we wouldn't have to have walk through. 

I am done. I am exhausted and now am in fear that our current mortgage with them might be in jeopardy even though we have never had an issue with it in the past. 

Quicken 's practices of bombarded their customers with phone calls to refinance and then pressuring to get the job done is sad and isn't a good practice. They are taking advantage of people and I feel as though we have been dupped as well. This process shouldn't be this draining.

Company response to consumer: Closed with explanation