Consumer complaint received 2019-10-08
Company: Rocket Mortgage, LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
contacted Quicken loans on XX/XX/2019, and asked them to run an escrow analysis ( our escrow account was short {$3700.00} on XX/XX/2019 due to an inflated property tax assessment, which we have hired a lawyer to help reduce the taxes, as a result our mortgage increased by {$600.00} ) Quicken loans paid the {$3700.00} to our borough and allowed us to pay it over 12 months. Their Escrow team advised us that each time we have paid at least {$1000.00} of the overage to call them and request an escrow to be run. So when I spoke to them on XX/XX/2019, they told me that my payment would decrease down to about XXXX as a result of them re-running analysis, and it would be effective XX/XX/2019. This was great news, since my husband had just lost his job, but luckily started a new position this week, we were looking forward to the payment reduction. I was advised I would receive an email notification within the next couple of days, and a letter in the mail. We have gone through this process with Quicken loans before and have always received the notifications. About a week later I called them back since, I didn't receive any notifications and I was advised it is still being processed. I call back again in week 's time since I still didn't receive a notification, and demanded to know why the analysis wasn't processed. The representative was not eager to help, so I asked to speak with a Supervisor. I was then advised she 'would email ' the department who runs the analysis to see why it hadn't been run. I expressed my dissatisfaction, and was very worried about the lack of service they provided at this point. This call took place on or about XX/XX/2019. I received an email on XX/XX/2019 advising that since my account was under a payment modification, this is why analysis wasn't run. I demanded to know why quicken loans enrolled me in payment modification when I called them in mid XXXX to advise them that we wanted to decline this option. We never sent them any signed documents, and was extremely upset that they enrolled us in modification I told them we didn't want. I received a call from XXXX from their 'Executive Office '' who said she was sorry that no one knew what was going on, and she has no idea why the modification was added to my account, but advised the modification would still take place on XX/XX/2019 although she went back and reviewed all the calls and confirmed all the agents has misinformed us, and Quicken loans dropped the ball several times. I asked her if she could credit the difference between the payments for one month, since their errors caused the new payment to start in XXXX instead of XXXX and she advised there was nothing she could do to help. It is extremely unfair that Quicken loans can give blatantly false information and do whatever they'd like and not be held accountable, or take any steps to resolve the hardships they create for their clients. we will be refinancing once our situation improves with another lender and will take to every social media website and blog to share our experiences.

Company response to consumer: Closed with explanation