Consumer complaint received 2020-08-13
Company: Rocket Mortgage, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Last XXXX we started applying for a small loan to buy out my sisters share of my late mothers condominium apartment. My husband is a XXXX XXXX XXXX XXXX XXXX who gets paid on commission. I XXXX   XXXX XXXX and work at a XXXX for the past 13 years. 
We were pre approved In XXXX for a loan of about {$240000.00} and continued the process. All throughout our rep, XXXX XXXX, told us my husbands commission-only employment was not a problem. They kept putting off the date of close and asking us for the same paperwork and documentation over and over. 
In early XXXX XXXX assured us that the loan was In underwriting. Weeks later we learned it was not. XXXX forwarded us to closing specialist, XXXX XXXX. 
Again, we went through the explanation of how XXXX works on commission and has income but it is sporadic. We also have assets in a brokerage account, IRAs and as I mentioned before, I have a job where I get paid every other week and income from real estate sales. Every time I spoke to XXXX I was reassured he was looking into the problem and would call me back but I never heard from him until I called him. 

For this loan we paid off a car loan and a credit card balance to bring our DTI down. I would have to keep calling him back then learned this whole time they were working off of our old credit scores. 

After many calls to XXXX we were told the loan was approved and just In their queue to close. 
Many calls later we learn that it is not approved. 
We paid off a car loan and a credit card balance to get this loan. We hired an attorney to transfer the deed to myself and my husband which was one of the steps Rocket mortgage told us to perform. Now what do we do? 
My sister has expected this money since they told us starting in XXXX that it was approved. 
This dragged on and they strung us along for 5 months. That is outrageous and unconscionable that they are so flip and casual about earning our trust, telling us my husbands XXXX XXXX is no problem and then basically screwing us. There must be some timeframe that they should have said yes or no to us in, 5 months is appalling. 
I missed the most vigorous spring market in suburban NY history and could have sold this apartment. 
The week before last I asked XXXX what they would lend us and he said he had to work some numbers and he would get back to us. Of course I didnt hear from him and had to call him today. He said he had to run some numbers and to hold on. 
While he was doing this he had the arrogance to comment that my husband hasnt gotten paid for a while and ask how do we manage, hes just curious. I told him I am under no obligation to satisfy his curiosity. What are we, circus freaks? Ironically this loan would help us a lot and we will pay it and on time each month. 

Now I see In the portal that XXXX came up with the amount of {$130000.00}, not the approximate {$220000.00} that they dragged on for 5 months and that we are completely qualified to carry. 

Incidentally we are never late with a mortgage payment or a bill. We have no debt except 2 leased cars, one which will be over in XXXX. 
How do these people get away with this and can you do anything to help us and to make them culpable for treating us this way. 
Thank you for any assistance.

Company response to consumer: Closed with explanation