Consumer complaint received 2017-11-07
Company: Rocket Mortgage, LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
On XXXX/XXXX/XXXX I was given an LE that showed lender credits of {$1700.00}. Also, XXXX XXXX verbally told me he would give me an additional {$200.00} in lender credit as an apology for the poor service I received from his team. In addition to this, I was told by XXXX XXXX XXXX XXXX XXXX XXXX that I would receive a credit of {$500.00} for the appraisal fee I had to pay to start my application. By my calculation, this would be a lender credit of {$2400.00}. 

My CD issued on XXXX/XXXX/XXXX reflected {$500.00} in lender credits. I was told the {$500.00} credit was for the appraisal fee. I asked numerous employees at XXXX and their title XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX about where my additional credits were and why did I not see them on my CD. None of those employees were able to explain to me why the credit amount changed. I was told to go ahead and close and they could fix it on the back end. This advice was given to me at XXXX the night before my XXXX closing. 

At this point, my closing had been moved multiple times by Quicken ( original closing date was XXXX ) due to their errors and lack of follow through, and I and my family did not have a home as our prior home had already closed. I believed at the time that XXXX and XXXX would make this error right and closed my loan on XXXX/XXXX/XXXX. 

I did not receive the remainder of my closing documents before my XXXX closing. ( I was later told they uploaded them late on XXXX/XXXX/XXXX to the XXXX site, but I did not receive a notification, nor did anyone from XXXX call to go over the closing docs with me or tell me they were available. ) The day of my closing, multiple errors were found between my ALTA and CD ( the notary doing the closing was unable to answer why there were errors and when we called XXXX XXXX, XXXX told us that that 's just how they do the math? ) It did n't make any sense to the notary or me at all, as the total numbers were completely different between the XXXX documents. ( I had not received the XXXX until I was at the closing table ). Again, I was told by XXXX XXXX to go ahead and sign my closing docs and they could fix it later. 

The vesting on the deed was also incorrect and did not match the mortgage. 
I was told by XXXX at XXXX XXXX to cross out the incorrect info and hand write in the correct vesting. 

As soon as my closing was completed, I called XXXX XXXX and left a detailed message about the errors and also asked when I could expect a check with the lender credit amount I was owed. 

I received an email on XXXX/XXXX/XXXX from XXXX XXXX stating the {$300.00} credit reflected on my CD was from XXXX XXXX XXXX I do not see this credit reflected on my CD-I do see a {$500.00} credit ( which I was told was for my appraisal ). She said she reviewed the initial communication about credits for interest rates with XXXX XXXX. The interest rate was locked on XXXX per XXXX and she states that XXXX said we can offer 4.125 % with a credit of {$920.00}. 

XXXX then says ( in the email ref above ) that at some point in the loan process they repulled credit and it caused a change in pricing. A notification should have been sent to an appropriate team to go over this change in pricing with me ( but never happened XXXX. I would like to reiterate, I never knew they repulled my credit, never knew my XXXX XXXX changed ( and would actually like proof of this ), and absolutely no one told me there was a change in lender credits owed me. 

She further states that XXXX 's XXXX submitted a check for {$500.00} XXXX which I received XXXX. and that they agree to split the remaining amount that was offered to me on XXXX. I was never asked if this was ok ( the split ) and never agreed to a split. It is not ok with me. I want the entire amount owed me, plus the {$300.00} credit and {$500.00} appraisal credit I was promised. By my calculations : {$1700.00} reflected on my XXXX, plus {$300.00} poor service ( it was originally {$200.00} but apparently XXXX raised to {$300.00} ), plus {$500.00} appraisal fee credit ( I had to prepay for the appraisal to get my application started and was told I would get it back as a credit ). 

I did receive the check for {$210.00} from Quicken ( the split fee XXXX referenced in her email ). 

I feel completely taken advantage of by XXXX and that they were not honest or forthcoming in their dealings with me. I had to escalate my issues with them to XXXX levels and higher to get any action at all. I am only referencing the lender credit issue in this complaint, but there were many other instances of half truths or out right lies during the processing of my loan regarding status, process, etc. 
Furthermore, I feel the final answer I got from Quicken about my missing lender credits to be suspect, if it was due to a change in circumstance, why could n't any of the other numerous employees I spoke to on the evening of XXXX explain it to me? That seems dishonest and shady to me.

Company response to consumer: Closed with explanation