Consumer complaint received 2021-02-17
Company: Rocket Mortgage, LLC
State: NY
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
We have been working since XX/XX/2020 with Quicken loans. We have provided Quicken everything they requested from us in a timely fashion. They pulled our credit and found we have great credit scores. Also they found we have more than enough funds in our bank accounts and two great job offer letters. We are trying to relocate to North Carolina. My wife and i received a pre approval letter from Quicken after they looked at all the information we sent them, so we can start looking at homes and writing offers at homes we loved. We found a home, wrote an offer it was accepted, we paid the seller a XXXX due diligence we also provided XXXX, XXXX earnest money, inspections for the house that cost us XXXX , the appraisal for the home cost us XXXX $ and the survey cost us XXXX , 2 weeks before the closing date XXXX the XXXX after everything was in place they terminated the loan based on my wife 's employment offer letter. The person that we spoke to after was very rude. He suggested that we find the last minute a co signer or pay XXXX plus down-payment or the loan would be terminated. All this occurred because when researching my wife 's offer letter they saw she shares the last name as the company that hired her. Her father used to own the company 7 years ago and he sold, he is retired and he no longer has any ties in the company. The new owner also provided another letter stating there is no family relationship inside the letter and also asked Quicken loans to contact her if needed. At that point after we provided what Quicken had requested we were told that we were moving to the closing date with no issues. Within less than 3 hours of being told that the additional owner letter was being sufficient our loan was terminated without any additional investigation on Quicken part. No additional effort was made from quicken to validate the owners letter. They were very rude to us and unwilling to do anything additional. We were more than prepared to do whatever it took to show them there was no longer any family ties to the company. They found my wife 's letter as a reason for the termination but it seems this is not the actual reason because the termination letter states otherwise. They never reached out personally to us to explain us the reason we were terminated, our realtor contacted us because he found out from the attorney that represented the seller. We found our Quicken loans officer to be very unprofessional from the very beginning. There were several things that were never explained during the process and then only explained after we went under contract and spend several XXXX dollars. She just kept telling us we were going to be approved and there were no issues at all even though i had concerns and i expressed them. After being desperate not to lose all the money we spent so far and our loan to be terminated after reaching out to our family for help we called them back and asked them to do the XXXX down payment that was one of the options the gave us before the termination. We told them we would like to proceed with it but this time they came up with a different excuse telling us we would have to pay off the remaining balance of our auto car-loan that we financed. Nor to Me nor to my wife was ever mentioned anything about auto loan before and all calls are supposedly recorded. As final and last attempt out of despair i emailed one of the Vice Presidents of Quicken and someone got back to me, supposedly to clear the situation and help us only at the end to accuse me side ways that even my offer letter wasn't Legitimate when the hospitality group i was going to work for is very well known in all North Carolina and we were liars and all of sudden now it wasn't just my wife 's letter but many more red flags why they wouldn't give us the loan. As you can tell the reasons kept changing all the time for the loan termination to the very end. The only reason all this happened is because they are unprofessional they were rude to my wife obviously for her being a XXXX and not XXXX  and because they don't know what they are doing and mislead people believing they have a loan approved in their hands. I am really disappointed and angry as my family is also dealing with Covid, my wife has been struggling with XXXX XXXX  and XXXX in the hospital within the last 3 weeks and they were all aware of that. This was our only chance to move and start our lives in a place we really wanted to be with documented proper employment letters. Actual job start dates. We wanted to be able to provide a better life for our family and this process has ruined us future and economic wise. 
Enclosing i have all the proof gathered, if you have any additional questions do not hesitate to reach out to me here is my phone number and email address. 

First and Last Name : XXXX XXXX Phone : XXXX Email : XXXX Thank you for your help in advance.

Company response to consumer: Closed with explanation