Consumer complaint received 2020-12-01
Company: Rocket Mortgage, LLC
State: MO
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied for a refinance of a home loan through Rocket Mortgage XX/XX/2020 and closed on XX/XX/2020. I was refinancing this home because the current loan has my parents ; XXXX and XXXX XXXX on the loan as co-owners due to my going through a divorce and needing to establish work history in my new home town before I could get a loan by myself even with my excellent credit. I continued to make my payments as directed, to XXXX XXXX XXXX, as instructed by XXXX XXXX, my banker at Quicken Loans ( Rocket Mortgage ). I was then told that my loan would be paid off with XXXX XXXX XXXX  on XX/XX/2020 in full. We are on XX/XX/2020 and my loan is still not paid off and my banker at XXXX XXXX XXXX said that they would have to turn my loan over for collection if the payment were not made today. I have reached out numerous times to Ms. XXXX and have only received one email from her saying she was sorry that I was unhappy, but not addressing the issues. The second thing that happened was that the notary came to my home to have me sign the closing papers and they had my soon to be ex-husband 's name on the Quit Claim Deed even though I had sent a marital waiver to them notarized saying that he didn't have any rights or claims to this property, nor was he on anything to do with the property through XXXX XXXX XXXX  that was transferred over to them. That was on XX/XX/2020 and I have yet to receive a corrected Quit Claim Deed with me and my XXXX children 's names on it to file as owners of this property yet they have what they need to get the money end of it. I called to check on this Wednesday, XX/XX/XXXX, and was with them over an hour and they came back with the answer that they didn't know what to do about that. Very frustrating. So, I call them again today and a customer service agent, not XXXX XXXX tells me that the pay-off was delayed because the deed was not correct. So, I am having to make a payment to them, to XXXX XXXX XXXX, and I don't even have the correct ownership in the property. Meanwhile, I'm paying all of this additional interest to both ends as well. Thirdly, I was told by XXXX that since I had three previous loans with them that I would get a credit on this loan and would not have to undergo an additional appraisal since it was within 1 year. Instead of a credit, I was charged points that I never agreed to in the first place to bring the loan down to 2.99 % which is what I was quoted from the very beginning without a mention of points. There was also a charge of {$500.00} for an appraisal that was never done. When I called to check on this, her customer service representative told me that I received a credit in not having to have another appraisal which I then pointed out that I was charged for and then he flew into a rant of how they would not put the company at risk for fraud over a {$500.00} appraisal and that it would be taken off, etc. I never mentioned that they were alluding to having not down an appraisal but charging for it, I was just saying that it needed to be taken off the charges. Then he said that the credits was the appraisal charge coming off as a courtesy for not having to do a new one. That was already mentioned as being done along with a credit, so I know that was not true. I also put a {$50.00} down payment for the loan that they said would be credited if I went through with the loan and it was not credited either. I need help with this soon please or I am going to go broke paying two institutions for one piece of property and still not having correct ownership of it.

Company response to consumer: Closed with monetary relief