Consumer complaint received 2018-12-18
Company: Rocket Mortgage, LLC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX  XXXX  Primary Phone : ( XXXX  ) XXXX Email Address : XXXX Quicken Loans Sales Method : Phone Call Complaint Category : Financial Payment Method : Check Amount Paid : XXXX Date : XX/XX/XXXX XXXX XXXX Description : I have a Mortgage with Quicken Loans. It has been in good standing since succession using auto pay from my checking account. I was just informed by XXXX XXXX, on XX/XX/XXXX, that Quicken changed there accounting practice. n XX/XX/XXXX, not allowing for a discrepancy in payment of any amount. Calling it corporate advances. I was billed in XX/XX/XXXX less than a {$2.00} difference. They held back the mortgage payment until June, with late fees of {$44.00}. Then paid the balance in XX/XX/XXXX using XX/XX/XXXX and XX/XX/XXXX payments. This has continued until XX/XX/XXXX. Each month payment sent by auto pay was held for 1 month, charged late fees and then caught up the following month for a discrepancy of less than {$2.00}. By charging late fees each month, holding my on time payment for 30 days, Quicken Loans has charged me an additional {$150.00} plus. Also reported me to the credit bureau as late on a mortgage payment. I was unaware of the changed amount due to serious health problems. In XX/XX/XXXX I left my home in XXXX XXXX, to have follow up care in XXXX. After 4 hospital stays this year, I finally was able to get to my mother 's to pick up bills. At that time in XX/XX/XXXX, I sent Quicken a check for {$75.00} to catch up any discrepancy. I was not aware that they had changed their accounting practice. According to XXXX XXXX, at Quicken, they received every mortgage payment on time, however with accumulating late fees, and monthly discrepancies in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. Quicken held back every payment in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. XX/XX/XXXX., XX/XX/XXXX. And now XX/XX/XXXX. They are asking for an additional {$77.00} to catch up the account. All of which are late fees which their accounting practice allowed. In short, while having failing health, with never missing a monthly payment, Quicken loans held back each month 's payment of {$500.00} and {$520.00} the last six months and then charged me late fees dispite catching up in the changed billing amount in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX with an additional {$75.00}. A discrepancy of less than {$2.00} each month. I explore you to please review these accounting practices which are unethical, and maliciously creative.

Sincerley, XXXX XXXX XXXX XX/XX/XXXX {$500.00} PAID {$500.00} XX/XX/XXXX {$510.00} billed PAID {$500.00} XX/XX/XXXX {$510.00} billed PAID {$500.00} XX/XX/XXXX {$510.00} PAID {$520.00} XX/XX/XXXX {$500.00} PAID {$500.00} XX/XX/XXXX {$500.00} PAID {$500.00} XX/XX/XXXX {$510.00} PAID {$500.00} XX/XX/XXXX {$510.00} PAID {$500.00} XX/XX/XXXX {$510.00} PAID {$500.00} XX/XX/XXXX PAID {$500.00} XX/XX/XXXX {$520.00} PAID {$500.00} TOTAL PAID XX/XX/XXXX XX/XX/XXXX {$5000.00} XX/XX/XXXX PAID {$500.00} XX/XX/XXXX {$520.00} PAID {$500.00} XX/XX/XXXX {$520.00} PAID {$500.00} XX/XX/XXXX {$530.00} PAID {$500.00} XX/XX/XXXX XX/XX/XXXX {$14.00} PAID {$20.00} XX/XX/XXXXXX/XX/XXXX XXXX PAID {$500.00} XX/XX/XXXX XX/XX/XXXX {$500.00} PAID {$500.00} XX/XX/XXXX XX/XX/XXXX {$500.00} PAID {$500.00} XX/XX/XXXX XX/XX/XXXX {$500.00} PAID {$500.00} JXX/XX/XXXX XX/XX/XXXX {$500.00} PAID {$500.00}XX/XX/XXXX PAID {$75.00} XX/XX/XXXX XX/XX/XXXX {$510.00} PAID {$520.00} XX/XX/XXXX XX/XX/XXXX PAID {$520.00} XX/XX/XXXX XX/XX/XXXX PAID {$520.00} XX/XX/XXXX TOTAL PAID {$5600.00} XX/XX/XXXX Business Name : Quicken Loans Address : XXXX XXXX XXXX XXXX, XXXX Phone : ( XXXX ) XXXX Contact Name : XXXX XXXX  Complaint Resolution Action Taken : Sent email to business Other - Phone calls, repeated

Company response to consumer: Closed with monetary relief