Consumer complaint received 2019-08-19
Company: Rocket Mortgage, LLC
State: TN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I started exploring my mortgage options around XXXX  as a first time home buyer. Rocket Mortgage seemed to be one of the industry titans, so I thought I would start with their website. Immediately after entering my info, XXXX XXXX, senior banker, gives me a call.For the next two weeks, XXXX is in constant contact with me, multiple times a day. He's requesting documents and asking me to 'acknowledge' documents online as quickly as possible. Thursday, XXXX XXXX, he calls and asks that I expedite the remaining documents online and asks me for my credit card information for a XXXX  deposit (for appraisal). At this point, I had just read through and acknowledged the CFPB packet that Rocket Mortgage supplied me with online. A portion of that packet contained agencies in my area that could tell me whether or not I was given a fair quote. Concerning the XXXX deposit, I told XXXX that I was still exploring other options (mainly referring to calling the agencies recommended by the CFPB to get advice on my quote). XXXX assured me that giving him my credit card information was only for him to compile a 'Credit Card Authorization Form' which I would need to sign before he would charge the amount.Shortly after giving XXXX my credit card information, I saw the 'Credit Card Authorization Form' appear in my online 'To-Do List'. I did not sign it, I never did. I told XXXX I did not intend on signing it immediately, over a recorded line.Friday, XXXX XXXX, the XXXX charge was posted to my account. I noticed it on Sunday the XXXX  and sent an email to XXXX. Monday evening, having received no reply, I called and left XXXX a voicemail about it. I continued trying to get a hold of XXXX  for several days, it was not like him to not answer/return my emails and phone calls.Eventually, I called the client services line. They were the first to validate my feelings that I had done nothing wrong and that the XXXX should not have been charged to me without having signed the authorization form. They also confirmed that the form had not been signed. They said they would call me back Monday (XX/XX/19) and provide me more information on how the deposit would be returned.On Saturday XX/XX/19, I got a call from and unknown number, XXXX-XXXX-XXXX. I had already saved the Quicken Loans number in my phone, so I had no idea who this was. I was assuming it could be my extended family in XXXX. It was XXXX XXXX. I assume he had somehow heard about my complaint and he was calling to ask "what [am I] complaining about if I was getting my XXXX back?". I told him to never contact me again and to delete all of my personal data that he had. I think he was calling me from a moving car.Today, Monday XX/XX/19, XXXX Director, I did not catch his name, called to apologize profusely and assured me that the XXXX would be back in my account as soon as possible and I have every confidence that is the case. However, he did very little to assure me that this wouldn't happen to another person, nor did he have any good answers for my "does XXXX XXXX have access to any of my personal data?" or "how did this happen with me not signing the form?" questions. Simply that, I would be refunded the XXXX and he would be 'taking care' of the rest.My complaint is firstly that Rocket Mortgage online software lacks appropriate safeguards in place to adequately support its' inexperienced staff. I estimate XXXX age to be in the low-to-mid XXXX. If I have not signed an authorization, the banker should not be able to manually schedule a charge of XXXX. Secondly, XXXX XXXX is highly unqualified. He had incredibly aggressive sales tactics, did not follow protocol, and called me to intimidate me on a Saturday after I filed a complaint about him. Lastly, had it not been for XXXX XXXX and this CFPB, I would have signed onto a terrible deal. Thank you for the hard work that you do, it makes a tremendous difference.As I've said, I fully expect to be refunded my XXXX. I am ready to put this awful experience behind me; but if there are any quick details I can provide to help you do your job, please let me know.Thank you.

Company response to consumer: Closed with explanation