Consumer complaint received 2023-06-01
Company: Rocket Mortgage, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
NOTE : Issue selected was the closest to my situation. Fraud and Corrupption was not an option. But since this occured during refinancing TWICE to address the same issue, I was advised to choose the option selected. 
In XXXX XXXX  XXXX Rocket Mortgage reached out to us by phone to quote, " remove liens and lower monthly payment '' the exact opposite happened. Rocket Mortgage failed to remove liens from home. XXXX XXXX  XXXX, RM reached out again to warn monthly payments were going to increase due to property taxes, which is where the liens were attached and once again, one of two liens were removed. Once we received the Escrow Analysis, it reflected our payments would be over {$3500.00} from a monthly payment of {$1500.00}, we were now facing a nearly tripple payment. I immediately got on the phone with Rocket Mortgage and spent the next five months trying to correct their " oversight. '' Rocket Mortgage targeted our equity. The 2nd refinance should have been a corrective refi, something I was told wasn't possible. XX/XX/XXXX, XXXX XXXX presented a few options, in which I chose the interest-free corrective refi at no charge. I asked he send an email with the email with the options, which he did do and stated he would circle back to me Monday, XX/XX/XXXX, only XXXX XXXX from Rocket 's " Loyalty Dept '' contacted me the very next morning, Friday, XX/XX/XXXX, to " resolve '' the issue as " desireable as possible to us '' For we are " valued '' customers, he stated. XXXX XXXX offered a corrective refi at no charge to us and even offered to lower the rate, something else we were told was not possible when I asked for our rate back. When he called back within hours, he had a new rate and monthly payment. This demonstrated to me that Rocket could have resolved the issue and corrected their gross negligence in a day, by doing a corrective refi in XX/XX/XXXX and put this to rest, but instead, dragged it out from months, imposing unnecessary stress on myself. The new rate was 4.75 and monthly {$2800.00}, which I saw as an insult, given this was the third attempt to address an issue first attempted in XXXX XXXX  XXXX. Rocket was only willing to do the corrective refi and drop the rate when it suited the corporation. It took another 10 weeks to do the interest-free corporate advance, which I had to strong arm them to do. The reps of rocket mortgage tried their best to renege the offer of the corporate advance, claiming it had to be approved. Not to mention, XXXX XXXX, calling the next morning, it appeared Rocket made the decision to do the corrective refi, to tie the lien into the loan at 4.75. An option I'd refused. The lien should have been taken care of with our equity in XXXX XXXX  XXXX. We had more than enough equity to take care of all our debt and still have left over. Rocket has eaten up our equity and our mortgage has nearly doubled, interest rate doubled. All of their actions during the months of XXXX through late XXXX, lends credence to conscousness of wrongdoing, for they did not grant the corporate advance out of kindness and took a rather cutthroat approach blaming my husband and I for their gross negligence, stating we should have read the documents prior to signing, when in fact, the loan officer was on the phone with us as we scrolled through initialling and signing the documents as he pointed out the new rate and mortgage payment. Two refis, and a corporate advance later, we are still responsible for a lien that should have been taken care of in XXXX XXXX  XXXX

Company response to consumer: Closed with explanation