Consumer complaint received 2019-10-04
Company: Rocket Mortgage, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am filing this complaint about Quicken Loans because I believe they used deceptive business practices during my mortgage refi process. 
My loan number throughout the process was : XXXX if it helps you. 
XX/XX/XXXX : I spoke to XXXX XXXX ( Presidents Club Banker ) who started the refi process for me ( after I received a mailer ). Everything went extremely smooth. I was asked to make a {$500.00} good faith deposit very early in the process. Shortly after that point everything came to a grinding halt. 
XX/XX/XXXX : I sent a message through the internal message board asking for a status update. This prompted several emails that went back and forth for 75 days with various staff members ( XXXX XXXX, Presidents Club Social Media Advocate, XXXX, XXXX and XXXX XXXX, Presidents Club Solution Consultant ). Throughout the process I received 4 closing disclosures but never a closing date and never any answers. 
XX/XX/XXXX : It had been 46 days by this point. I sent another email to the ClientCareSpecialists Team. At this point I had no answers from anyone. I was only told ( by XXXX ) that the condo is final review ( yes thats her grammar, not mine ). 
By XX/XX/XXXX : I sent an email demanding an update. XXXX XXXX responded by introducing himself ( as if we had not already been in correspondence over this ). His email claims he attempted calling me, but I have no call, no voice mail messages to that effect. He offered no answers. ( I have all the emails saved ). 
By XX/XX/XXXX : I sent an email to my original contact with Quicken Loans, XXXX XXXX. It had been 60 days at that point and my lock rate was going to expire the next day. I notified him that Quickens was leaving me with no choice but to file complaints with the Federal Reserve Consumer Complaint Division and any other entity that governs financial institutions. He responded quickly and copied XXXX XXXX on the email. That was my first introduction to Ms. XXXX. 
That very afternoon she called me at XXXX XXXX to assure me everything was being reviewed. Review the recorded call. She then informed me that what was slowing down the process was the underwriter XXXX XXXX. She said she had never heard of the issue, but that there was a clause with the underwriter about dues payable to a local community center and that she was going to try to get to the bottom of it. 
Another 10 days goes by without a word from her or anyone. My next email to her on XX/XX/XXXX included, I am speechless as to how my situation has got a company that does this for a living so stumped that you are at a standstill. As I explained, I pay HOA dues to my condo board. You commented there was an issue of the annual dues paid to the XXXX XXXX XXXX. All condo owners, hotels, single family homes, and commercial properties that are located within the XXXX area of XXXX ( some XXXX units ) are required to pay dues to XXXX XXXX XXXX whether we use the facilities or not. It is located approximately 1 mile from the building I live in. It is not considered part of the dues I pay to the HOA for living in the building I live in ( for the last 18 years ) and not included in my mortgage payment. I gave Quickens a good faith deposit of {$500.00} to which I struggle seeing the good faith on closing my case from you. This has now taken 70 days. This is NOT acceptable. 

I was then informed 4 days later ( XX/XX/XXXX ) that the refi was denied. The dues that I pay to the community club ( 18 years-worth paid on time every year, I might add ) deem my condo undesirable through XXXX XXXX policies. What?! 
On XX/XX/XXXX a letter ( of what I can only describe as a refusal letter ) was added to my Quickens portal, stating the reason why I didnt get the loan, is for unacceptable property type with no explanation whatsoever! Are you kidding me? XXXX, Florida unacceptable?? 
I find it completely unbelievable that XXXX XXXX never heard of this clause as she claims. As a representative of Quicken Loans, she used deceptive business practices on behalf of Quicken Loans. I was never asked about any outside dues associated with my condo during the application process. It was never disclosed to me up front, that if I pay dues to an outside entity that would negate my application ( why would I even bother and throw away {$500.00} if only to lose it )? Quicken Loans quickly took my {$500.00} deposit however, knowing there was a XXXX XXXX clause that would disqualify my loan request. Why didn't Quicken Loans disclose upfront that condos are ineligible if mandatory dues are paid to outside club before they asked for good faith deposit of {$500.00}? When I heard the name of the clause, I looked it up on the internet and the clause is dated XX/XX/XXXX. She knew. For this reason I am pursuing this in hopes of getting my {$500.00} back. There is no other way for me to look at this ordeal, except to believe that Quicken Loans is deliberately preying on consumers. 
I am attaching the XXXX XXXX clause showing date of XX/XX/XXXX at the bottom and attaching the letter I got from Quicken Loans showing my property is 'unacceptable '.

Company response to consumer: Closed with explanation