Consumer complaint received 2020-02-09
Company: Rocket Mortgage, LLC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Closing on a mortgage

Complaint:
I received preapproval from Quicken loans on XX/XX/2019 for the amount of {$350000.00} for the purchase of XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX. This loan was to be closed on the date of XX/XX/2019. 



My agent and I asked if we could make a move up the close date by 2 days, with the close date of XX/XX/2019. Quicken loans was quick to respond that pending the sale of our then current home, and the title documentation all arrive to them on time with proof of a sellers CD, and of a clear title, then we were good to close on XX/XX/2019 as requested by our agent with no problem. All thay was requested by Quicken was done and provided on time per request by Quicken Loans to insure our new close date. Leaving us to believe we were on our way to close on our new home XX/XX/XXXX at XXXX. In XXXX XXXX, XXXX. Community Title. 



After they said we could close on XX/XX/2019 we never had any more communication from Quicken loans in reference to our pending close date of XX/XX/2019. They were reassuring in the last conversation that they loan was in final underwriting stages and everything was fine and they would be in touch through Quicken client dash board online, where we could see the loan reaching its final stages. Our agent contacted Quicken loans on XX/XX/2019 asking if they had all things needed to close on XX/XX/2019. The close date of our current home at the time was set to close on XX/XX/2019 and it closed on time without any issue. We wanted to make sure they needed nothing  more from us other than the proof that our house had closed and a we had a clear title as mentioned before. When my agent contacted them on XX/XX/2019 she got an automatic out of office reply. She didn't hear from Quicken loans again until XX/XX/2019 and they said all they needed to close on our loan on time was the sellers CD from XXXX County Abstract title company by XXXX XXXX on XX/XX/2019 to close at our requested date of XX/XX/2019. When our agent called to see about why they didn't receive the title information XXXX, with XXXX County abstract title company said that Quicken loans had never requested the information. We then contacted our bank who was the lender on our three previous mortgages to get the title closing information to Quicken by XXXX XXXX  that day. We personally made sure this was done not Quicken loans. I had to request my own closing and title documents myself to be rushed by the bank to be received by XXXX XXXX so we could still close on the requested date of XX/XX/2019, I made sure this was sent and received by Quicken Loans and it was confirmed by Quicken Loans that it was in fact received. They also had no explanation of why they hadn't requested the information as they were clear it was their job to do so, not ours and they did have all the information on who to contact to get the information from, provided by our realtor and by us. We then went on to close on our current house that we were selling as scheduled on the scheduled close date of XX/XX/2019, I was in constant contact with my online dashboard to lookaout for any changes but it still showed a close daye of XX/XX/XXXX- we were on schedule ... It seemed. I had not received any communication on the home I was buying and closing on on XX/XX/2019 in person however, even tho I had left several messages, via email, phone, and on the Dash Board. I only received automatic replies. 
By this time we had moved out of our current home had a XXXX packed with all our belongings and were set to move two hours away thinking we were closing on XX/XX/2019 at XXXX XXXX as we had never heard otherwise from Quicken loans. As mentioned before they had assured us several times that there was nothing else on our ended after the close and sell of or property was proved and verified. Without any contact from Quicken and trying to move out of our house I was consistently checking our client dashboard and all documentation said " confirmed and verified '' and the closing date was still shown on the dash board as XX/XX/XXXX. So we had no reason to believe we'd not be closing the following morning XXXX XXXX at XXXX XXXX at XXXX XXXX In XXXX XXXX, Kansas. 

However ... this didn't happen ... ..and we had no idea that it wasn't going to .... 



Quicken loans never communicated to my agent, myself, or community title that we were not closing on XX/XX/2019 as still scheduled. They didn't even bother to let us know we would not meet our close date. Again our agent had to contact them for this information and we were then homeless. 



To further complicate our situation on XX/XX/2019, I was emailed and my agent was CC 'd on the email the info of my preliminary closing disclosure this email thread contained personal information such as our bank account numbers, the account balance of the bank account, as well as personal documentation from my divorce 15 years prior. I never gave Quicken permission to share this highly personal information with our agent and she never requested it this is all while we are again still currently homeless and we know that this is a direct violation of the CICA. Dealing with our identity potentially being compromised while not having a home, or a secure wireless internet access made this already horrific experience even worse and way more financially draining. 

Quicken then said our close date was now scheduled on XX/XX/XXXX this was close date # 2. I contacted Quicken and started demanding answers of what in the world was happening with this loan! I found out that they didn't start working on submitting our loan until XX/XX/2019 that's eight days prior to our initial closing when you take out the weekends and the 2 1/2 days XXXX XXXX, our loan processor was out of the office. this left only three days to process this loan, & was informed wed been moved to close on XX/XX/2019 .... the third time of moving our closing date. Now we were on close date # 3 and it was nine days past the close of our original close date .... all while we still had nowhere to live and a XXXX packed with our belongings. IT WAS THE MOST STRESSFUL THING MY FAMILY HAS EVER BEEN THROUGH! 



At this point my agent contacted Quicken loans and asked to speak to a manager or supervisor. The response was that we had signed up for the self-service process ... at no point in the last three weeks leading up to this point had we been notified of any self-service loan process that we had signed up for. Why are we paying closing cost if it is self service? This was an out right lie! We would never sign up to service our own loan? And if being an online lender makes it " self service '' then that should be fully specified upon application. 



At this point we were highly distressed we have limited access to Wi-Fi we had nowhere to live we were needing to establish residency as my son was just days away from starting a new school and the stress was beyond overwhelming. My agent knew the panic that we were in and decided to contact Quicken loans again after no communication from them to see if there is any additional documentation that they needed from us would be holding up the loan, everything on our dashboard was still " confirmed and verified '' showing nothing on our " TO DO '' list. 
It was at that point that our agent had found out from XXXX XXXX, the loan processor that they hadn't even requested tax transcripts? We are W-2 filers and our employers had already provided the letter with the further proof of income, BTW. There was an address issue on the tax transcripts however if they had requested the transcripts up do our submission of them on XX/XX/XXXX, this would not caused any delay, Also worth noting was on our Dash Board our transcripts had been under the " COMPLETED AND VERIFIED '' tab since XX/XX/2019. 



At this point but still homeless without connection to Wi-Fi, I received my TRID on XX/XX/2019 this this was the fourth and final close date with the date of XX/XX/2019 which is a 10 day past our original close date. During this time they were not in contact with me, my agent, the title company, unless we reached out to them. The loan did close and our first payment was due on XX/XX/XXXX we were told to do nothing until our first payment was due. Which did provide some stress relief ... we now had a home and could at last prove residency for our son 's school district with 3 whole days to spare ... he started school XX/XX/XXXX.

The 'Stress Relief ' didn't last long .... we started getting multiple phone calls asking us to sign a document, we were aware that there could be further documents that would pop up along the way but we were told that it would be nothing imperative to the loan itself. Upon further review of the situation we realized that the original document loan application 1003 was never signed. This meant that they had given us an FHA loan for {$300000.00} without the original document of the loan application even being signed. On XX/XX/2019 XXXX XXXX the senior banker at Quicken loans text me and asked us to sign document number 1003 and you have it sent back as soon as possible. Upon further review of the document we realized they were asking us to sign a backdated document I decided to look further in to the issue as the experience prior with Quicken Loans was not, repeatable, reliable, and seemed completely inappropriate and very " sketchy ''. Then on XXXX XXXX XXXX sent a message offering and I quote we will send you {$50.00} if you can go ahead and get this taken care of and signed '' but we were still not comfortable signing it as it was backdated and we knew that that was not something that was usually done in any of our previous loan experience, we did seek counsel on this issue and were advised to not sign a backdated document, & we did pay our first mortgage payment due on XX/XX/XXXX of 2019. I would like this incident reviewed because I feel like there has been many violations through this long process. They continued to ask us to sign the Uniform Residential Loan Application, while still back dated with now additionally offering us {$200.00} to sign  it! This again did not feel right and I continued to look into advice on how to handle the situation, finally being referred to the CFPB. 



The stress both mentally and financially that was put upon our family through this process has been indescribably damaging. I've only waited this long to make the complaint because I needed to know who to complain to, my wife has been under stress ever sense and once we closed it was only three days that we had to get our son into school, establish his residency, move into a house, while making sure that none of our identity had been compromised through the information that was leaked on an email thread. We had bank accounts we had to close, and again we were at that point completely overwhelmed. 



The emotional side of buying a house and relocating two hours away from your hometown was stressful enough but the situation that Quicken loans put us in was beyond hard and completely unnecessary. Unfortunately, this has led to my wife to suffer from XXXX and being emotionally overwhelmed to the point of seeking help from her doctor just because it was so emotionally and financially traumatic for our family. 



We hope that in this complaint we can save people who use this company from having to experience what we went through and the main take away was our financial information was shared down to account numbers and balances of our bank accounts as well as very confidential information about very personal life experiences such as my divorce. Also to be noted XXXX XXXX had told us that they had a relocation partnership with my husband 's company we have now realized that was completely untrue. We also were never told that by locking in our interest rate of 3.99 % what it cost us a XXXX additional dollars on a closing statement we also have it in our records that we had provided them with our tax information upon the initial completion of our loan application in the beginning of XX/XX/2019 so to not start the tax transcript request until 10 days before close is certainly unacceptable. This is especially frustrating as on our Quicken Loans Dashboard it had provided a notification that our tax documents were COMPLETED AND VERIFIED as of XX/XX/XXXX in the early stages of our loan application. 



We feel that they also were trying to by time by saying they needed additional documentation from us, to prolong the loan process because of not requesting tax documents until 10 days prior to close. The documents they requested were not significant enough to hold up the loan process we later found out from our loan processor XXXX XXXX. 



They were making request of of insignificant documents after we were assured several times that we didn't need to provide any further documentation. They also at one point were were blaming the seller of our new home purchase, saying they had a title issue, and no further documents were needed on our end of this transaction. This was also untrue. 



In fact, the tax transcripts did not arrive in time to meet our 4th closing date, so because we were W-2 filers they went ahead and sent us a clear to close. We believe this only happened because we made them aware that we had begun the mortgage application with a different mortgage lender, which was true and we can provide proof if its needed. 



Again this was a nightmare both emotionally and financially as we had additional expenses from XXXX, our cell phones, when we were not at a location with free wifi, also fees of needing a place to stay while waiting to close. 
Please feel free to request any additional information that you may need or any additional documentation that you may need to look further into our complaint by email at XXXX. Or by personal phone call at XXXX. There is so much more to the story that we could include proof and documentation of if needed. Thank you for your time and providing a safe place for us to share our story and to hopefully try to hold someone accountable. We sincerely hope this complaint makes it possible for this not to happen to anyone else in the future who wants to do business with Quicken loans. I hope its clear that we would not advice anyone to use Quicken Loans and that it is emotionally and financially risky. This was our 4th mortgage loan and although the other home purchases came with some stress, Quicken Loans takes the cake! We have never had this type of experience with past lenders and we are aware that it didn't have to go this way for us and it doesn't have to like this for anyone else in the future. 
With the incident of our main personal checking account being compromised, a CFPB violation. The RESPA violation by asking us to sign a back dated document. Then offering us money to sign the backdated document. The private details of my past divorce information being leaked on a email thread. Not to mention the emotional and financial hardship put upon our family, and is still taking a Financial tole on our family we try to catch up from the additional cost of the situation we were put in, WE would like to request full forgiveness of the loan. We now know the true meaning of pain and suffering in regard to it being a legal term. We can only look to the future with positive eyes but the road to that outlook has not been easy, especially for my wife who suffered emotional stress to the point of being diagnosed with XXXX. She is on a road to recovery, with the help of her Dr . But Again this was also another instance of the financial hardship we faced. We don't ask forgiveness of the loan to be greedy but only to financially catch up, have restitution, and financial recovery.

Company response to consumer: Closed with explanation