Consumer complaint received 2021-03-01
Company: Rocket Mortgage, LLC
State: AE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
We started a refinance with Quicken/Rocket Mortgage in XXXX of 2020. Our property is valued at {$430000.00} and we owe around {$89000.00} on this property. Our income to debt ratio is very low and we have excellent credit. We've been with Quicken/Rocket Mortgage for the past 10 years ; we make timely payments and always pay extra principal. This was/should have been a very simple refinance through Quicken. It is now 6 months later and we have still not closed on this loan. 
Both my husband and I are stationed in the XXXX working for the US Forces. We made this very clear when we applied for the refinance. Scheduling a Notary for the closing is complex : 1. We have only two days per week that the military legal office is open and they are servicing active duty personnel only. We are civilian and had to negotiate a special appointment ( 3 different closing attempts/times ) in order to get notary services.

2. There is a 5 hour time difference between the XXXX and XXXX where the bank is located. We made this very clear and needed documents sent so that our appointments could be met. Twice the bank has failed to acknowledge the time difference and we were not sent documents in time to meet our notary appointment. 

Documents needed to be sent via email, printed, and notarized here in the XXXX and mailed back to the US. We did this. We used the XXXX XXXX label the bank sent for the return. XXXX XXXX lost the package. Several weeks later, we were sent another package, we made the appointment and had the documents notarized, but since the bank did not update the date on the documents, our military notary insisted that we needed to cross out the date, initial, and put the current date on the document. I sent the documents via USPS Priority at my own expense. Because of the date change, Quicken/Rocket would not accept the documents. We are now on our third attempt to close this loan. We rescheduled the notary appointment ( they are not happy with us ) but the bank has failed to forward the new updated documents to me in time for my appointment tomorrow. 
It has been six months since we started this process. We have provided all documents requested and have waited patiently for this process to get completed. Quicken has passed us around to MANY people. We have had to explain our overseas situation more times that should be necessary because they have not kept a good file on our behalf. The customer service has been horrendous. Twice, two different agents, our servicing representative has left on a week long vacation and left no information to help us get our questions answered. This is past ridiculous and they do not seem to care whether we have timely answers or a quality experience with their company.

This refinance was to pay contractors doing remodel/repairs on our two properties. The delay in our refinance has cause us conflict in our ability to make our commitments to these contractors. 
I have attempted to speak with upper managers regarding this issue and have had to leave messages, which are not returned. The disregard for our financial investment and the lack of professionalism is astounding.

Company response to consumer: Closed with explanation