Consumer complaint received 2021-03-25
Company: Rocket Mortgage, LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
This complaint is regarding Quicken Loan Application XXXX. I applied to Quicken loans for a refinance on XX/XX/XXXX and was promptly contacted by XXXX XXXX, XXXX XXXX. I signed my application, intent to proceed and was provided a loan estimate that I have attached. As you can clearly see the rate was locked by quicken on XXXX until a period of XX/XX/XXXX. On XXXX I received a generic text message telling me my revised loan estimate is ready. Also attached. Upon accessing the document I noticed critical components such as the interest rate, APR and discount point had been changed so I immediately reached out to XXXX XXXX. I was informed he had made mistake. He admitted his error and told me he would escalate. XXXX, I contact XXXX customer relations and was told to reach back out to XXXX XXXX, and if needed I could speak to his boss XXXX at XXXX XXXX XXXX. I left a voicemail for XXXX but did not hear back. XXXX XXXX contacted me on XXXX to once again tell me he had made a mistake but that he truly hadnt escalated the matter. I advised him to have his boss XXXX contact me and that the point of locking in the rate and the point of the Loan estimate is part of truth in lending under RESPA. There was no qualifying event for him to change my loan estimate, raise my rate and attempt to charge me {$2500.00} for his error. I spoke to XXXX later on XXXX and he confirmed her was able to approve and keep my loan estimate the same as the original agreement, he apologized for the mistake and informed me nothing else had changed. He also informed me on his recorded line that no appraisal was needed again and to watch online for next steps. This call took place at XXXX EST on XXXX on his line XXXX XXXX XXXX. Fast forward to XX/XX/XXXX I got a call from a Quicken representative calling from Ohio Area code, XXXX XXXX XXXX informing me yet another mistake had occurred and I would be charged for a roughly {$600.00} appraisal. I of course expressed my concern over the matter but Quicken offered no solutions and no options. Quicken even told me if I attempt to pursue a separate application with another financial institution, as a safety net or backup plan, that they would immediately cancel my application. 

Also, I received a survey from Quicken dated XX/XX/XXXX at XXXX asking me about my recent connections with XXXX XXXX XXXX I was not aware I was speaking with XXXX XXXX, he did not identify himself that way and as mentioned this time he called from the random Ohio area code XXXX versus the normalXXXX XXXX XXXX quicken line. Again, highly misleading and not sure of his intent. 

I think this paints a very clear picture that Quicken lacks the proper controls and oversight to prevent RESPA TILA/Truth in Lending violations, they clearly changed my rate and terms to their advantage after locking them in and providing me the loan estimate. Secondarily, their practices are deceptive in nature and would seem to violate provisions within UDAAP because they also changed the terms without any notification. Lastly, Quicken is now saying they require an appraisal after admitting their mistakes and bluntly telling me that an appraisal was not required is also unfair and deceptive. I can only see this as an attempt to back out of a deal where their mistakes left then in a disadvantageous position and now they want out. I fear Quicken will use the appraisal process to back out or simply cancel my application due to me drawing attention to their regulatory errors and lack of proper controls.

Company response to consumer: Closed with explanation