Consumer complaint received 2020-02-22
Company: Rocket Mortgage, LLC
State: AZ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On or about XX/XX/XXXX I received a call from XXXX XXXX with Rocket/Quicken loans. He asked if I wanted to refinance my house and take some of my equity out in cash. I put everything out on the table before I even let him check my credit. I told him among other things that I had a canceled foreclosure on my house in XX/XX/XXXX, and brought the loan current in XX/XX/XXXX. I told him all my mortgage payments have been on time since then and I'm current now. I asked if he could do the loan and he said yes. We agreed on the interest rate 3.75 % fixed for 30 years, the cash out to me at close {$50000.00}, and the cost to do the loan {$7000.00}. The process was started and I provided Quicken with everything they asked for. This went on for over a month and during that time I was asked to review my loan estimate at least 3 separate times and not once were all the parts of the estimate correct and what we agreed upon. One of the estimates had me with a 15 year mortgage. I never even mention this term. They had an appraiser come out and my house appraised at about what we estimated. I was also told by Quicken Loans personal and by email that my loan was pre-approved by underwriting. On or about Friday XX/XX/XXXX I talked to XXXX on the phone and was told I had a tentative closing set for Thursday XX/XX/XXXX. I checked my rocket mortgage account on Sunday XX/XX/XXXX and it said that Quicken had everything they needed and they were just waiting for a pay off amount from my current lender. I received a call from XXXX XXXX on Monday XX/XX/XXXX asking me about items on my credit report. She asked about a 6 year old dispute I had with XXXX XXXX XXXX ( the federal governments lawsuit against XXXX XXXX XXXX took place shortly after that and I was given a proper modification ) and the XX/XX/XXXX foreclosure that was started then withdrawn. She told me 3 days before I thought I would close they will not do the loan. I asked to talk to a supervisor and was disconnected. I called back and was directed to XXXX XXXX. I told XXXX what had happened and she said she would look into it. XXXX called me back on Tuesday XX/XX/XXXX and said she thought she could still do the loan and if there were things that needed to be fixed on the house could I do it. I said yes and she said she would call me tomorrow. XXXX called me on Wednesday XX/XX/XXXX and told me they wouldn't do the loan because it hadn't been two years since the canceled foreclosure and that they didn't see it on my credit report till now. This whole process reeks of incompetence. I told them at the beginning about the canceled foreclosure and I could see it on XXXX XXXX, so for them to tell me this is the reason they can't do the loan after over a month of knowing about it is ridiculous. Not only that, the reason they gave me for not funding my loan was a moving target. Depending on who I talked to it was changing and morphing at their whim. To string me along for over a month having me jump through hoops and tell me at the end " sorry we can't due your loan '' because of something they knew about at the beginning is wrong. Not to mention I've had this house for 20 years, make enough money, and with taking XXXX cash out and the remaining principal I still had XXXX in equity left on my home. It is unconscionable to treat people like this. I wasted over a month of my time, effort, money, and had long term planning completely ruined because of Quicken loans and I would like something done about it! I can provide any further information needed.

Company response to consumer: Closed with explanation