Consumer complaint received 2022-02-12
Company: Rocket Mortgage, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I would like you to be aware of the horrible experience I had working with your company and the bad business practice that was demonstrated throughout my refinance application process. On XX/XX/XXXX my fianc XXXX and I reached out to Rocket Mortgage and spoke to XXXX XXXX. We went over the cash out refi options including rates and pricing. We spoke for about an hour and got a lot of great information and decided to move forward with the application. We were told to look out for a link to sign the disclosures, that never arrived. 
We followed up with XXXX the next morning regarding the rate lock and LE, we were told it would be in the portal for us to sign. We logged into the portal to find no active loan. We were told to create a new loan application online and she would transfer all of the paper work into that loan. Once the new loan was created on your website we received a call from a different loan officer, by the name of XXXX. We tried to reach out to XXXX several times and she never returned a single call, we have not heard from her again through out this entire process. I explained to XXXX that she was not responding to us and has gone MIA for days. We were working with XXXX for a couple days and began to move forward with the application process. XXXX helped get the loan into the portal so we could sign the documents, when he did that both loans showed up on the portal one for XXXX and one for XXXX. We got a call from XXXX 's back up 4 days later and were told XXXX was out sick. 
I explained to this lady that we have been working with XXXX because we could not reach XXXX and we would like to move forward with our application. She reached out to management and was told that would be ok, XXXX could continue to help us with our loan. After completing all steps in the portal with XXXX we got a call stating that the loan was being transferred back to XXXX. I called the rocket mortgage team on the following dates XXXX 4 times, XXXX 5 times, XXXX 2 times, XX/XX/XXXX 6 times, XX/XX/XXXX 3 times, XX/XX/XXXX 2 times, XX/XX/XXXX XXXX time, XXXX XXXX time, XXXX XXXX time, XXXX XXXX time, XX/XX/XXXX 7 times with no return call and to this day we have not spoken to XXXX since the 2nd day of the process when she advised me create a new loan. 
I reached out to XXXX 's manager XXXX and explained to him that we still haven't received the lock confirmation or the pricing that was originally given to us. XXXX asked us to forward him the L.E and he would reach out to XXXX XXXX. We received a call from XXXX stating XXXX XXXX will honor the pricing and rate, and he would lock the loan. 
We called him for the next 4 days to let him know we still haven't receive the L.E reflecting the lock after multiple emails he finally returned the call and said he would send it over. Once again we get an L.E that reflects no locked but XXXX assured us it was. We finally receive a L.E that was locked, on this L.E the points were double the amount we were quoted. I reached out to XXXX, again we were told not to worry about because the L.E changes all the time during the process and I should know this because I'm in the business. 
A week later XXXX our loan processor calls, he says we are all set to close but he noticed we were floating a lock and if we wanted to lock our loan. I explained to him the loan is locked but the fees were incorrect per XXXX. XXXX stated they locked the wrong loan and he would get it transferred to the new loan. A week goes by and we get a call from XXXX stating that they can't honor the pricing or the rate for the un locked loan. For that reason they canceled our loan application. I was not an alternative of making the loan work such as, paying debts lowering the loan amount, changing rates ect. After all the documents were provided the money we spent to get the house ready for the appraisal you cancel our loan. 
This is unbelievable, we canceled our application with another lender that was offering the same terms however was not giving the extra XXXX XXXX card and here we are now with no application in process. I'm sure you are well aware that the rates and pricing are not the same from XX/XX/XXXX so even if we move to another lender we will be paying a lot more in costs. I don't know if this was discrimination or deceptive business practice but I will forward my complaints to all necessary agencies. I will let everyone know my experience every opportunity I get, so no one else has to be put through this kind of treatment. Please reach out to me to resolve this situation and prevent this from happening to any other homeowner.

Company response to consumer: Closed with explanation