Consumer complaint received 2020-07-22
Company: Rocket Mortgage, LLC
State: NC
Product: Mortgage
Sub-product: VA mortgage
Issue: Closing on a mortgage

Complaint:
On XX/XX/2020 my wife and I submitted an application for a VA Rate Reduction Refinance Loan ( IRRR streamline ) with Quicken Rocket Mortgage Company. On that date a hard credit report was generated for my self and my wife and we were told by the Loan Representative Mr. XXXX XXXX, NMLS # XXXX that we were well qualified for the loan based on our credit scores. Additionally, he quote the loans terms, with loan amount {$310000.00}, closing cost of approximately {$8200.00} that include escrow, origination fee, with {$94.00} due at closing and a closing date of XXXX XXXX. He also provided instructions for us to track the loan and information they may need online. We were provided the Loan Disclosure Form with the loan terms which was acknowledgment. Later that evening we received a call from Mr. XXXX requesting tax and income information for both my wife and myself. I questioned the need as I reiterated that we were seeking a VA IRRRL and that much of this information was in our previous loan purchase and refinance record with them. He state it was required and that we also needed to provide {$500.00} for an appraisal which he stated would be a drive by due to the COVID-19. We were disagreeable because we knew those types of appraisals would not cost that much. We reluctantly provided the credit card information. All the information was upload to the Quicken loan site as requested on XX/XX/XXXX and XXXX 2020 some duplicated documents. On XX/XX/2020 we received an email of introduction from XXXX the closing attorney ( Attorney Disclosure ). On XX/XX/2020, my wife returned a call received from Mr. XXXX requesting more information. At this time my wife and I expressed our concerns with the appraisal its need and the cost. On XX/XX/2020 my wife sent an email to Mr. XXXX after reviewing the so call appraisal report which contained picture that would apparently were old and she sent picture of how the house currently looks. On that same day we were contacted by Mr. XXXX XXXX, NMLS # XXXX of the Solution Consultant Team to assist with the loan process due to my wife and my questions concerning the cost, procedures, appraisal and out of pocket fee requested as a result of our emails to Mr. XXXX. He indicated the loan was escalated to him to ensure we move to closing in a timely fashion and would serve as our point of contact should we have additional concerns. He review the documents and discussed our concerns and provided an update of the closing information. We were told that the loan would then close on XX/XX/2020. Discussions continue from that date ( XX/XX/2020 ) to present with my delays and unagreed upon changes to the loan. Each change consisted of our having to pay more for the loan, had to increase my homeowner 's increase to cover the new mortgage amount of {$310000.00} ( increased my premium ) which was required by Quicken and increased monies at closing of {$1200.00}. I have asked for the return of my {$500.00} which on several closing forms it has changed from being the cost of the appraisal to being earnest monies which we never agreed. We have email traffic and copies of the forms to demonstrate the validity of our claims. I do not want other Veterans and their families to encounter these issue and be treated in this manner during the loan process that impact their future.

Company response to consumer: Closed with explanation