Consumer complaint received 2022-02-07
Company: Rocket Mortgage, LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I am a first time home buyer looking for a house in the state of Pennsylvania. I came across the company rocket mortgage to get pre approved to begin working with a realtor. I've been dealing with rocket mortgage since the beginning of XXXX and wasn't able to get anything done with the pre approval process. During this process I was connected to the loan servicer named XXXX XXXX. From day one this person has been extremely lackadaisical, doesn't answer calls or text messages during normal business hours. When I was able to get in contact with XXXX XXXX I Explained to her that I have student loans and pay X amount a month and I would like to know if she would be able to accurately show on my account how much I actually pay a month in student loans. XXXX reassured me that they can accurately reflect that amount on my account. I proceeded to give her my social and start the process. A week later, I get a call from XXXX stating that they misspelled my name and need to run my credit again with no hard inquiry. I went over the information again and waited to hear a response. Every other day I follow up to see how the process is going and I kept being told that her team is working on it. A week later I follow up again noticing this process is starting to take unnecessarily long which caused me to miss out on great deals. Finally, she tells me that they are having issues with reflecting my correct student loan payment amount, and have to do 1 % of the student loan amount as monthly payment which isn't accurate at all and raised my debt to income ratio. However, I was still willing to work with them. At the beginning of the process I explained to her that I'm looking for a house in the {$250000.00} range and after she ran my credit, and took my financial information she says over the phone that I am pre approved for a max {$250000.00} conventional loan. Great. I expected a pre approval documentation but I never received it. I asked for the pre approval documentation with the break down of all the closing costs and total due at close that I will incur on the property because I wanted to make an offer on a house. I was told she is with her family and she will run the numbers and get back to me next morning. The next morning I didn't hear from her so I give her a call in the afternoon and she says she's working on it and she will email it shortly. When she finally emails me she sends me a pre-qualified letter for {$250000.00} FHA which was incorrect because I was told I was pre approved for conventional. Also I noticed that they spelled my name wrong again. I told her again I need to know a break down of all the closing cost and total due at close. She told me that she can not provide me that information until after the offer was accepted and the closing costs and total for {$250000.00} loan will probably be about {$24000.00} which was not good enough for me. She ended up sending another prequalified letter just stating I'm pre-qualified for {$250000.00} conventional. I sent this letter to the realtor and I was told by the realtor that Rocket Mortgage has to give a break down of the actual closing costs and total due at close for this property. The whole time dealing with Rocket Mortgage and especially XXXX has been the worst experience dealing with a mortgage lender by far and because of it I lost out on the home due to her negligence. Attached are supporting documents for my case. XXXX made sure to not communicate much over text and I am not sure if phone lines are recorded but I do have some proof to support my case.

Company response to consumer: Closed with explanation