Consumer complaint received 2021-06-05
Company: Rocket Mortgage, LLC
State: MI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
In XX/XX/XXXX, I was approved on a conventional home loan from Quicken Loans ( Rocket Mortgage ) with a credit score of XXXX and was scheduled to close on XX/XX/XXXX. Per their request I paid off 2 credit cards totaling {$800.00} prior to close. 

A few days before closing, the sale of my home got delayed. I notified Rocket Mortgage via email, text and phone and was assured ( so was my realtor ) that there were no issues on their end with extending the closing to XX/XX/XXXX. 

Several days passed and no major updates were provided. Each communication indicated that closing was moving forward as planned. As a result, the realtor, title company and seller were preparing for closing. And, I signed the extension on the sale of my home and purchase of the new one. 

XX/XX/XXXX After multiple calls and emails back and forth asking if we were clear to close on XX/XX/XXXX and asking for an updated disclosure, I finally reached my Rocket Mortgage broker at XXXX XXXX  by phone and was told I was denied because my score went down to XXXX and my file was being closed. I reached out to client relations and they said they would look into it and apologized for their lack of transparency and would make sure to not give anymore false hope. 

XX/XX/XXXX I spoke with RM client relations and she said she didn't have a chance to read the file but spoke with supervisors who were surprised I was denied and assured me that they would work with me on a rapid rescore to get me to XXXX for improved chances of underwriting approving it. The rapid rescore was submitted on Wednesday and we waited for the results so that it could go back to underwriting. 

XXXX - My title company was informed I was declined. And, I received a automated email also stating I was declined. I immediately called and spoke with RM client relations and she said the file was accidentally closed and she was working on reopening it. Later that day, she reopened it and assured me that while " nothing is guaranteed '' we are back on track to close. I expressed concern on the broker that was handling my file because he was very callous. The RM rep told me she was concerned as well because he had made a comment that my file should not be reopened because it would only get denied. She reassured me that they would not be working on the file if they didn't feel good about it and to put my concerns to the side. Later that day, my rapid rescore came back at XXXX BUT it did not reflect 2 credit cards that were paid down so they would contact the provider to fix the file. They also said they were looking to see if XXXX would be enough to get approved. 

XXXX - I was informed by RM that XXXX did not work but that my rapid rescore came back and I was now at XXXX which was above what we needed so with lots of excitement we thought we were at the approval stage again. An hour later they called to say I was declined despite raising my score to XXXX. No explanation was provided. When asked for an explanation, I was emailed an old letter stating I was denied because my score was only at XXXX ( which was not the case due to the rapid rescore ). 

An hour later I received a phone call from another mortgage broker at RM apologizing for what happened and said he was with the escalation team and was going to try and get the loan approved for me. He too was surprised it was denied considering my personal file. He then discovered that the only reason I was denied is because RM ran my credit 15 times which caused XXXX XXXX ( automated underwriting ) to red flag my SSN. I immediately contacted RM client relations and they denied they had anything to do with the red flag or 15 credit checks and refused to assist me in removing or assisting me on how to remove those flags. ( Note I only authorized 1 credit pull ( plus 3 rapid rescores. 

Present - I have to move out of my home on XX/XX/XXXX, my furniture is going into storage, and no lender will approve me until the red flags on my SSN are removed. RM management refuses to acknowledge that this is why the loan was denied and refuse to assist in removing these flags so that I can go to another lender. Despite being a good candidate for a conventional loan ( XXXX Fico, 30 % debt to income ratio, less than {$3000.00} in credit card debt ) I will be forced to rent a home until the red flag is removed and I will have to delay the adoption that my husband and I have been working towards the last two years. 

I have dozens of emails validating everything stated above. I also have a realtor and seller that will verify these negligent behaviors on the part of Rocket Mortgage. 

I do not want anyone else to have to go through this. I am distraught with no home, no furniture and unclear as to when or if I will ever be able to repair my credit and buy a home because of what RM did. And, worse yet, all the preparations and approvals for a newborn to join our family put on hold. 

At no time during these 2+ months did anyone indicate that the approval would not be extended. There were the occasional " nothing is guaranteed '' statements but they were always followed by " we wouldn't have reopened it if we didn't feel good about it ''. 

I have lost thousands of dollars and am left broken hearted. I don't even know where to start to rebuild the dreams we started just a few short months ago. If they had just told us no. It should never have gone on this long. We could have moved on and been approved by another lender.

Company response to consumer: Closed with explanation