Consumer complaint received 2023-04-29
Company: Rocket Mortgage, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
1. 
Re : Second Complaint against Rocket Mortgage and XXXX XXXX, Response to Rocket Mortgage 's Letter ( CFPB Complaint XXXX ) To whom it may concern I am writing to follow up on my initial complaint filed against Rocket Mortgage and their agent, XXXX XXXX XXXX and in response to the letter I received from Rocket Mortgage regarding my complaint Despite my previous complaint, I have not seen any significant improvement in their communication or customer service. As a result, I am compelled to file a second complaint with the Consumer Financial Protection Bureau ( CFPB ) due to the ongoing issues I am facing and to highlight some discrepancies and inaccuracies in their response. 

To recap the situation, I had applied for a mortgage through Rocket Mortgage, and XXXX XXXX was assigned as my agent. even though I had provided all the necessary documents, including pay stubs, W-2 forms, 1099 forms, and my tax return for 2022. Throughout this period, XXXX XXXX failed to give me clear and timely updates on my application status. When I tried to reach out to him for assistance, his responses were unhelpful and unprofessional. 

Rocket Mortgage initially provided a preapproval for a {$220000.00} loan based on an income of {$3500.00} per month, which was later reduced to {$160000.00} after they had reviewed all of my documentation. Throughout the process, they repeatedly assured me that tax returns were not required. It was only after three months of searching for homes and incurring significant expenses that they notified me of my ineligibility for the loan. 

Throughout the process, I experienced several instances of unprofessional behavior on the part of XXXX XXXX : 1. XXXX initially provided misleading information about the loan requirements and the amount I was eligible for. He assured me that tax returns were not necessary and later changed the loan amount, causing confusion during the house search. 
2. His lack of diligence and incomplete follow-up throughout the loan process resulted in a sudden denial of the loan, causing me significant distress and financial loss.

3. Furthermore, instead of receiving an apology and support from the company, I have been met with attempts to justify XXXX 's actions, which is another example of unprofessional behavior. 

The reasons provided by Rocket Mortgage for their decision are not satisfactory. My complaint is based on the inaccurate information they provided, their lack of proper support, and their concealment of the truth. Their actions led to delays in my home search, forcing me to sell my car and borrow money from friends and family, which has caused undue distress. 

The actions of Rocket Mortgage and XXXX XXXX are in violation of the following federal laws and regulations : 1. Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2601 et seq.

- Rocket Mortgage failed to provide timely and accurate information regarding the mortgage application process, as required by RESPA.

2. Truth in Lending Act ( TILA ), 15 U.S.C. 1601 et seq.

- The lack of clear communication and transparency from Rocket Mortgage and XXXX XXXX may have resulted in misleading or inaccurate disclosures related to my mortgage application. 

I kindly request the CFPB to consider my response to Rocket Mortgage 's letter, further investigate this matter, and take appropriate action against Rocket Mortgage and XXXX XXXX for their continued violation of my consumer rights. I also seek your assistance in resolving these ongoing issues and ensuring that Rocket Mortgage and XXXX XXXX rectify their actions in accordance with relevant laws and regulations. 
Should you require any additional information or documentation, including any correspondence or records related to my initial complaint, please do not hesitate to contact me I appreciate your time and attention to this matter and look forward to a prompt and fair resolution. 

Sincerely, XXXX XXXX 2. 
Should you require any additional information or documentation, including any correspondence or records related to my initial complaint, please do not hesitate to contact me I appreciate your time and attention to this matter and look forward to a prompt and fair resolution. 

Sincerely, XXXX XXXX 2. 
To : Consumer Financial Protection Bureau ( CFPB ) Subject : Complaint against Rocket Mortgage , LLC for Unprofessional Handling of Loan Application Dear CFPB, I am writing to file a complaint against Rocket Mortgage , LLC ( Company NMLS # XXXX ) for the unprofessional handling of my loan application. I believe that the mortgage banker, XXXX XXXX ( NMLS # XXXX ), acted unprofessionally and provided illogical and inaccurate reasons for denying my loan application. 

According to the denial letter I received, the primary reason for the denial was my credit score. However, I have obtained my credit reports from three reputable credit reporting agencies, and my average credit score is XXXX. This is significantly higher than the score mentioned in the denial letter from Rocket Mortgage. It appears that they have used an incorrect credit score to assess my application, resulting in an unfair decision. 

The entire process has been extremely frustrating, and I feel that the use of inaccurate information has caused me to be unjustly denied for the loan. I request that the CFPB investigates this matter and takes appropriate action against Rocket Mortgage , LLC if any wrongdoing is found. 

Thank you for your attention to this matter. 

Sincerely, XXXX The rocket mortgage letter that I received also the hard copy of my credit attached!

Company response to consumer: Closed with explanation