Consumer complaint received 2018-05-24
Company: Rocket Mortgage, LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
Quicken Loans Rejecting : A Qualified Military Veteran & Minority Small Business Owner. Quicken Loan as an organization especially their Loan Mortgage to Close Team has been predator and consumer bullying in nature  and has exhibited the worse customer service, incompetence of information handling, and inconsiderate behavior I have ever experienced in any personal and/or personal manner. Here 's just some of the plethora of instances that has occurred during this loan process. 

There are " ENDLESS '' instances of pure incompetence, lack of customer service, customer compassion, and customer consideration!!

-Website wasn't allowing me to upload documents for the Banking Import ( so I had to manually download/upload each banking set of documents for each multiple account/ for each month for 3 months ).

-Being asked redundant questions when I already answered them -Being handed off like a leper to various reps ( names removed ) -Being asked for documents that don't exist because their non-applicable.

-Being bombarded by QL Notification " To-Do '' List based on system auto-generated notifications of base documents requirements ; which were already provided and others non-applicable. I know this, because I complained to ( QL Rep ) about this when we started this process 3mths ago approx XX/XX/XXXX. 
-Being deceived about fake promises : In fact, we'd like to offer you a {$25.00} XXXX Prepaid card1 just for the opportunity to provide you with a personalized quote2. You see, we're so confident we can provide you with your perfect financing solution we're willing to give you {$25.00} for the chance to show you what we can do! ( NEVER got that ) -Being berated by Your Loan Quality Team : { email reference to QL Rep } : " QL Rep, You need to contact your internal Loan reviewing team, someone just called me and said a number of things : 1-we exceed the total amount of concession costs and that won't work at {$800.00} ; he said the max is {$6500.00}.

2-he said VA Home loan guarantee is exceeded and I can only get 98 % Guarantee and I have to come to closing with 2 % out of pocket.

3-He said that we have reduce seller agreed price.

I have no positive words to speak right now. So anything else needs to be communicated through agent, until this is cleared up. Because NONE of these things were ever identified as potential problems prior to now.

Consumer '' -Being Told One Thing, & Numbers Being changed on me : { email reference to QL Rep ; escalated to QL Rep Manager } Consumer received the attached " new loan estimate '' which is totally different from the loan estimate that was presented last week. The loan estimate last week is why he decided to move forward with Quicken Loans. This is starting to be another disappointment with QL process. The numbers keep changing and it's causing way too much confusion. Can you please have a fee sheet sent to us which JUST shows the credits/cost from QL excluding seller credits and borrower credits. I'm trying to get a clear picture of exactly what QL is really providing.

If I sat down and had enough time I could pull dozens of extracts showing and proving my anger, my disgust, and dissatisfaction with Quicken Loans ( Loan Specialist Team, Underwriting Team/Process, Loan Quality Review Team, etc. ) It goes on and on!!!

Company response to consumer: Closed with explanation