Consumer complaint received 2022-01-19
Company: Rocket Mortgage, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
XXXX XXXX and XXXX XXXX are the most deceitful/incompetent people I have ever worked with. Rocket should be ashamed that these individuals are representing their name. 
In XX/XX/2021, I was considering Rocket and a competitor, I already had a purchase with Rocket and was looking to refi. Unfortunately, I received a significantly better deal with XXXX XXXX, thus I told XXXX, that unfortunately, I will need to cancel. XXXX told me to send him the info from XXXX XXXX and he could match. When I had done so, he went silent. I had to follow-up with him multiple times, only to be told that he could not match it. I completely get it, but why then tell me to send it and that you could, only to then say no. I cancelled the loan and proceeded with XXXX XXXX, whose rate was XXXX better AND were providing a lender credit. Rocket was being overly ambitious trying to pay off all my debt, which would have required an appraisal of XXXX. I knew that similar homes around me recently sold for XXXX and that XXXX was a stretch. I asked XXXX to cancel the loan because I do not think my house would appraise for XXXX and do not need to pay off all my debt. 
About a week later, I was contacted by XXXX XXXX, who represented himself as a higher up that had the authority to do what it takes to save the loan. He too asked for the loan estimate from XXXX XXXX and approved a match of the rate and lender credit to try and save the loan. When XXXX sent me the loan estimate to consider in order to save the loan, I pointed out that he had the appraisal amount at XXXX, and XXXX XXXX was only requiring XXXX and to confirm that all I needed was for my appraisal to come in at XXXX for the cash out I was doing ( not paying off all my debt ). XXXX confirmed that he did not need to update the appraisal amount on the loan estimate and that the appraisal amount indeed only needed to be XXXX but if it came back higher, we could try to pay off more debt. 
The appraisal was completed, however the charge was nearly double what an appraisal for XXXX XXXX costs. The results came back at XXXX so of course I was at ease and happy to have exceeds the requirement by XXXX. Little did I know, my loan was " suspended ''. I was contacted by XXXX, not XXXX or XXXX, who explained that the appraisal came in low and that I not only lost the lender credit but had an additional fee as well. This would result in me needing to rework the number and essentially take a higher loan amount to cover the costs since the lender credit was no longer being applied. 
I immediately reached out to XXXX to inquire about this as it was not what we discussed, nor what he had previously confirmed. XXXX did not respond. After a few days, I still had not heard from XXXX, so I sent another email and got no response. I sent a third email asking for a managers name and contact information and that I think this is all weird and wasn't sitting well with me. XXXX sent me a number to client support. I explained that I would like to speak to someone about this situation and that I thought it was deceitful practices. XXXX then said that he hadnt seen my messages and only just received them and would follow-up. 
XXXX admits, IN WRITING, that he ( his actual words via email ) did not believe that there would be a price adjustment whether you appraised at $ XXXX or $ XXXX... I was overlooking the " cash out '' loan paying off the debt and there is a XXXX point adjustment ( so you would lose the lender credit ) ''. Let me remind you that XXXX contacted me AFTER I had cancelled the cash-out Refi with XXXX in hopes of saving the loan and ONLY got me to continue by meeting the deal I was receiving from XXXX XXXX XXXX The reason I told him that I was cancelling was because XXXX XXXX had better rates/credits and that XXXX was trying to pay off all of my debt which required an appraisal of XXXX but I only needed to pay off one thing so the new appraisal requirement was only XXXX. This is a very important piece to have overlooked as it is the very reason, I cancelled the loan to begin with. I find it very strange that he " overlooked '' the cash out when the loan is a CASH OUT and that " there would be a price adjustment '' for the different in the appraisal amount which is why he did not update it on the loan estimate when he confirmed that I only needed XXXX. 
To make matters worse, while on the phone with XXXX after learning my loan was suspended, XXXX told me that although I was missing out on the lender credit, If I closed after XXXX, my first payment would be XXXX instead of the planned XXXX, meaning I'd skip 2 payments. The second payment would be a wash for the lender credit, so I said sure, lets do that. Literally, on the same call, only XXXX seconds later, XXXX attempted to make the update in the system only to find that he was incorrect. That if my first payment would be pushed back to XXXX, I would then need to pay for that. This is no longer a " wash '' for losing the lender credit, so I said no. 
At this point, I've now dealt with 3 incompetent individuals, 2 of which were also deceptive in their dealings with me. The only reason I continued with Rocket is because the money I'd lose for the appraisal and fees if I cancelled exceeded the money, I'd lose at XXXX XXXX. 
After the loan had closed on XX/XX/2021, I was waiting on my check for the refunded escrow funds. I contacted Rocket to check the status and was told that it had been rolled into the payoff. I was told the entire time that Id receive these funds back since I was opening a new escrow account with the refi. The service rep said that she sees it on the payoff and that someone had to had gone over it with me. I assured her that no one had EVER mentioned this to me and in fact, I was unaware that they had also charged my account a fee for a payoff report that I didnt even know was needed ( given that my loan was already with Rocket ). 
I have submitted at least 2 complaints via survey and have not heard anything from Rocket Mortgage. I have now lost the lender credit that they deceitfully used to save the loan only to take back in the end and now the escrow funds, which they used, unbeknownst to me, to cover some of the costs since I lost out on the credit. 
Rocket Mortgage has provided the worst mortgage experience, were not only unfair, but deceptive and caused me financial burden when I was actually supposed to end up with left over funds. As a consumer, I have lost all confidence in this mortgage provider. I am telling all my friends, purchasing or refinancing, to stay away from Rocket and to instead go with another competitor.

Company response to consumer: Closed with explanation