Consumer complaint received 2016-04-25
Company: Rocket Mortgage, LLC
State: MO
Product: Mortgage
Sub-product: FHA mortgage
Issue: Application, originator, mortgage broker

Complaint:
On XXXX/XXXX/2016, I began corresponding with Quicken Loans to inquire about a home loan. We had an issue with our previous Quicken loan, but were trying to overlook it because they were easy to work throughout our initial refinance on another home. I spoke with XXXX, who informed me that based on our situation since we were relocating across the country we would want to speak to a relocation mortgage expert. He forwarded my information to XXXX XXXX. XXXX called me on XX/XX/XXXX to discuss our situation and I explained to him the details of our move, etc. He sent myself and my partner a mini-application to complete because he recommended doing a " Mortgage First '' option through them. We completed the mini-application and he told me that we would be better off to leave my partner off the loan because he has a substantial student loan from getting his XXXX. Our original requested amount was for $ XXXX. XXXX informed me that he could approve me by myself for roughly $ XXXX and that might be an issue. We started discussing options and he continued to steer me towards FHA and when I would ask questions about conventional he would provide a generic statement and transition back to FHA. At one point, my partner had called him asking what options he could do to help to ensure we could both be on the mortgage such as selling his car, paying off debt, etc. XXXX informed him there was nothing that he could do and that I would need to do the mortgage by myself but we could both be on the deed to the home. After this I spoke with XXXX and informed him that my original income was overstated by {$3500.00}. He immediately informed me that my pre-approved amount would drop somewhere to $ XXXX or $ XXXX. At no point would he provide meaningful answers, I asked him what I could do to increase that number such as reducing debt, increasing down payment, etc and he informed me there was nothing that I could do and that maybe we should consider renting for a year and paying off some debt. I believe his job is to provide options, ALL options, and be honest and upfront and not discourage someone from getting a mortgage. Knowing that my student loans are not reporting a minimum payment on my credit report, he told me that he would calculate them at 3 %, which is significantly higher. It was at this point, when I would try to provide options and he would discourage me that I felt as if I were being discriminated against. It felt as if there was nothing I could do, to improve. Taking advice from a colleague my partner and I contacted another bank and began the process of pre-approving for a mortgage through them. After they reviewed our debt and credit, we were pre-approved in about XXXX minutes for $ XXXX. I felt as if XXXX has an issue with XXXX men being on a mortgage together and therefore discouraged us from applying from a loan with quicken. He provided no factual information to back up his claims that there was nothing we could do. The bank we are now doing business with, informed us that there are many things we could do such as paying off a car loan, paying off certain debts, etc. I felt as if I was being steered and discriminated against with Quicken which is very disappointing.

Company response to consumer: Closed with explanation