Consumer complaint received 2020-06-01
Company: Rocket Mortgage, LLC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I Filed a complaint with the CFPB over the horrific experience my family had when we were in the process of buying our new home. See complaint I.D . XXXX-XXXX  for the entire rundown of how our transaction with the mortgage company Quicken Loans was handled by this company. IT WAS A NIGHTMARE! 

We received a reply back from them saying they needed to further review the case/complaint, we totally understood. After waiting patiently for about 45 days we finally heard back with their resolution which was more than insulting and could not be dignified with a response until we acquired some type of legal advice and council. 

Quicken Loans left us homeless all while exposing our personal banking information, including bank account numbers and balances on a email thread with others CC 'd on the email. This violates their own privacy policy. They also bribed us with money to sign back dated documentation. Left us without a home because our closing date was moved 4 times, and caused XXXX  XXXX for my wife who was trying to navigate the banking security breach caused by Quicken Loans while we had no home, access to wifi, or the ability to establish residency for our son to start school after our relocation. All of this also caused further financial hardships and extreme stress to our family resulting in higher phone bills, temporary housing cost, medical bills, extra moving and storage fees, and a complete fear of the unknown. All while thinking the entire time we were on schedule to close XX/XX/XXXX, after asking repeatedly if there was anything else we needed to provide although we had been assured by Quicken there was not, and everything on our dashboard was confirmed as COMPLETED & VERIFIED. 

I am submitting this second complaint to make it very clear that this company had complete disregard for my family or the situation they put us in. I did ask for complete forgiveness of the loan, although aggressive I felt they we were treated as less than human and more of just a number in their file. Especially since the resolution they offered was a year long life lock. Not even mentioning the other issues expressed in the first complaint. Like the bribing, the lack of attention to detail, we literally did all the work for them, even getting them the title information to close on time because they had not yet requested it from the title company. 

In closing I would like this case to be furthered reviewed as to how they decided to treat the first complaint with lack regard, empathy, and without being forthright about the dates to which the timeline of the transaction took place. THEY LIED IN THEIR RESPONSE FROM COMPLAINT # 1. 

We are asking for our closing cost and down payment back. As far as we are concerned we serviced the loan ourselves doing the work for the lender. Especially since the COVID19 has in forbearance until my wife if fully back to work. We have and will continue to make partial payments and have every intention of paying our loan on time every month once we are financially back on track. Please make note that had we not incurred the extra expenses in the initial loan closing process with QUICKEN LOANS, forbearance could have been avoided altogether. However, it depleted our emergency fund and has set forth this hardship. 

If we receive the closing cost and down payment back as requested, we will drop this matter and move on. If not we will proceed with legal action as advised by our lawyer. 

Quicken Loans my family is not a case number in your file, and I will make sure you treat us as such and make this right.

Company response to consumer: Closed with explanation