Consumer complaint received 2022-01-09
Company: Rocket Mortgage, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
This is in continuation of complaint XXXX and can not be opened again. I have discussed with CFPB officer and she suggested to raise new complaint. 
I want to raise complaint about rocket mortgage to follow unethical way of business and also hiding facts with CFPB as well. Please find below my case 1. Rocket Mortgage is the only lender who showed me an adjustment and other credit amount as XXXX dollars and told me this will be applied to your closing from Rocket Mortgage and approved by the vice president. recording can be requested to rocket mortgage and date is XXXX of XXXX. Rocket mortgage did an unethical way to get business from another lender by showing this value and not giving that amount in final closing. I have attached other four lenders, XXXX ( XXXX  ), XXXX  ( XXXX  ), XXXX XXXX XXXX ( XXXX and XXXX ) and XXXX XXXX  XXXX ( XXXX ). None of the lenders showed me adjustment and other credit amounts and for all of them the amount was zero. Refer document attached for your reference. Here my point stands that the rocket mortgage only lender showed this adjustment and other credits in the loan estimate with the same contract document and pulled the customer from other lenders. This is case of forgery showing something on loan estimate and delivering different in final closing.

2. To confirm regarding those credits two recordings can be requested, one dated XXXX XXXX and XXXX XXXX. This will have all the info about those credits and discussion with XXXX and me. More direct proof is a recent one and that is XXXX XXXX. This will testify to all my statements and will clear who is lying. 
3. Regarding loan estimates from the rocket mortgage, the total cost with escrow account is XXXX dollars and without escrow is XXXX dollars ( XXXX dollars reduced from section XXXX and XXXX of XXXX, this is taxes and home insurance ). I have not selected an escrow and paid my home insurance as well as will pay taxes myself. so my total cost as per loan estimation is XXXX dollars.Now, you can refer to the closing disclosure doc XXXX copy.pdf and page no 4 where there are two columns, loan estimate and final closing, final no is XXXX dollars which is more than XXXX dollars as per loan estimate. Major Reason for this is that Rocket mortgage has not applied adjustment and credits amount in final disclosure as they promised during the loan estimate process to compensate my origination charges.

4. Regarding adjustment and credits, I have not received any breakdown from them during the loan process and no one told me this is for prorated tax credit from the seller in my whole loan process. XXXX XXXX, investigating person from Rocket mortgage, always gave different statements then finally gave reason as loan doc sign, we can not reimburse those amounts. 
5. I have asked XXXX, add XXXX on our call and check the recording, she has not done those things. Only saying loan is close and can not do anything. 
6. Regarding loan closing doc sign, I have asked loan officer XXXX to correct home insurance charges, as they have added that amount extra on final closing. Then another revised doc was received, 1 day before I had asked XXXX about other credits, she confirmed all credits applied and did not tell me they reduced credits. I need to pay money via wire before XXXX CST for my closing and on her verbal approval signed those documents. I am also in believe, Rocket mortgage will not do such type of fraud and have trust on them as well as on XXXX. 
7. I have called and sent email to them to notify about this issue, XXXX was out of office and has not picked call, sent email to all of them, no one responded and then escalated to other members and XXXX was allocated to this case, from her first call I got to know, she is not going to help me and raised case with you. 

Charges against Rocket Mortgage : 1. Doing unethical way of doing business by showing big amount in adjustment and other credits and not fulfilling this numbers in final disclosure 2. Even though XXXX confirmed these charges are to compensate loan originate charges, XXXX and team don't want to help customers stating the loan is closed.

3.They are deliberately giving false figures to CFPB as well as customer that cash to close was reduced to {$26000.00}. But, I have opted out escrow and paying taxes as well as home insurance myself. Cash to close increase from XXXX ( without escrow explained in point 3 above ) as per loan estimate to XXXX without escrow in final closing and in addition to that I got more credits from my realtor around XXXX dollars that was not included in loan estimate.

4. Due to their adjustment and other credits, I need to pay around XXXX dollars as loan origination charges and I need to cancel the loan with better.com where I was just paying XXXX dollars for the same interest rate.

Hope, I make my case clear and I was also under the assumption Rocket Mortgage is a reputable lender but from the above statements they have not delivered what they promised. Please let me know if you need any more info.

Company response to consumer: Closed with explanation