Consumer complaint received 2022-01-10
Company: Rocket Mortgage, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I believe Rocket Mortgage has intentionally delayed my closing date due to income discrimination and that they wouldnt hadn't made as much profit from me due to the low interest rate. I have been trying to do a cash-out refinance with Rocket Mortgage since XX/XX/2021. The process is only supposed to take around 30 days, which would have had me closing on the week of XXXX XXXX. Originally, they told me I wasnt able to use my fathers social security income, which comes to me as I am his caretaker, although that was how I qualified to purchase the property to being with. The week of XXXX, on either the XXXX and XXXX, I was called and made aware that I have a lien from XXXX XXXX XXXX XXXX XXXX XXXX, which came from down payment assistance I received at the time of purchase. Rocket Mortgage intentionally contacted the wrong party, XXXXXXXX XXXX, in regards to paying off the lien. Rocket Mortage knew full well the lien holder was XXXX, as I received a call from the banker that it was there and was emailed information from the origination team regarding the same information. On XX/XX/XXXX, I called and was told that all of the payoff documentation was sent on that previous day, which would have been XX/XX/XXXX, and that it would upload on my account by the XXXX. On XX/XX/XXXX I notice that my online account hasnt updated, so I call to request an update. At that time, I was told that they never received any documentation. When I state to the individual, I was speaking with at the time that I was told that Rocket Mortgage has all of my information, they were unable to find any records of that call, even though they record and monitor every call. I upload the mortgage payoff amount myself and send them the instructions to pay off the lien, which I obtained from the lienholder itself. I call frequently after that and get a different answer based on what call center I get routed to. Over the next few days, I ended up speaking to someone on the processing team that suggested I just try to refinance, without doing the cash out, due to their difficulties with them getting the pay-off information from the lien holder. I call to speak with my banker to see if this is an option. Instead of my banker calling me back, the director, XXXX, calls me and tells me that I need to let them do their jobs. The next day, his assistant, to my understanding, calls, and reiterates the same thing and that they are experts. I iterate to both of them that if I didnt have to tell them who to call, maybe I would believe they were experts. As stated above, I reached out to the lien holder ( XXXX XXXX myself multiple time to get the information, and they send me a screenshot of communication they have sent Rocket Mortage, telling them what information is needed to calculate the payoff amount for the lien and this was dated XX/XX/2021. I call XX/XX/XXXX and ask to receive transcripts of the comments on my account so I can get a better idea of the status of my loan. I am connected with a senior research analyst and I discuss the problem with him, as what is needed is a preliminary closing disclosure, which was reiterated to Rocket Mortgage multiple times. On Monday, XX/XX/XXXX, I receive a text stating they are waiting for the payoff from XXXX, but will not provide the Preliminary Closing Disclosure in order to payoff the XXXX.

Company response to consumer: Closed with explanation