Consumer complaint received 2015-11-30
Company: Rocket Mortgage, LLC
State: MI
Product: Mortgage
Sub-product: VA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Is it possible to launch a class action suit against my mortgage company Quicken Loans? They held onto my escrow refund XXXX {$3200.00} XXXX for 18 months without any notice until this month. I received a call from an unidentified XXXX number ( I thought it was a telemarketer ) on Monday XX/XX/XXXX. I almost deleted the voicemail without checking it, but thought it might be from a dealership that I recently bought a car from. When I checked my voicemail the next day, an automated message said that it was Quicken Loans, and that I had a balance on my account that needed to be resolved, that that I needed to call another XXXX number. I called the number ( thinking that I owed money - tax or insurance increases, etc. XXXX, and after being transferred, I was told that I had a refund, and they asked me how I would like it to be paid. After I told them to deposit it in the same bank account that I pay my mortgage from each month ( autopay ), I asked how long my refund had been available. The representative replied that it had been available since XX/XX/XXXX! I asked why it took them so long to give me my refund, and the representative said that Quicken Loans has over XXXX XXXX loans, and that it takes a long time to reach out to everyone to process their refunds. I received my refund ( 18 months later XXXX, but thought about other quicken Loans customers. Am I the only XXXX? Are there other customers who have loaned Quicken Loans money interest free for months or years? Has anyone else bothered to complain, or were they just happy to get " found '' money? If there are a XXXX customers like me, then we 're effectively loaning Quicken Loans interest free money while we pay them interest on our mortgages - that 's not fair! 

I submitted a complaint via the XXXX XXXX Complaint ID # XXXX Quicken Loans, Inc. XXXX, but Quicken Loans basically said tough luck. That they sent me a check 18 months ago, and that I never cashed it. According to the XXXX, the matter is now closed. The customer loses again. I never received a check in the mail from Quicken Loans. If I did, I would have deposited it immediately. I could have used it to pay for medical bills, car repairs, etc. I proposed that Quicken should pay customers interest on the money that they have held onto, and send customers alerts whenever they are owed a refund. If the situation were reversed, and I owed Quicken Loans money, I 'm certain that they would find several ways to remind me rather than let 18 months go past. Quicken had my money interest free for 18 months, no apology, no explanation, other that it was " supposedly '' my fault ( the customer ), that they send me a refund, and that I did n't cash it? I get, open, and read all of my monthly bills, and none of them in the past 18 months ever mentioned that Quicken Loans owed me money. I also receive countless emails : Quicken Loans is # XXXX in Customer Satisfaction according to XXXX. XXXX, Happy birthday, refinance at a lower rate - but I never got an email that said that Quicken Loans owed me {$3300.00} in the past 18 months. How many other customers has Quicken Loans held onto their refunds interest free, and for how long? How many people got a message from an obscure XXXX # and ignored it, and delete their voice mail?

Company response to consumer: Closed with explanation