Consumer complaint received 2019-09-20
Company: Rocket Mortgage, LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
I began the loan application on XX/XX/XXXX. I first spoke with an XXXX XXXX. I submitted the requested documents and confirmed with Mr. XXXX that all of the documents had been received. 

Then all of a sudden I am dealing with another person plus Mr XXXX, an XXXX XXXX. She tells me via telephone that she has received most of the documents and that everything is looking good. She tells me however, that one of the documents is insufficient and she needs to contact my financial advisor. I  provide the name, phone number and email address for my financial advisor. 

During this time I get requests from Quicken loans for documents that I have already sent, some of them twice. I call and speak with Mr. XXXX and he tells me to ignore them. He said that as far as he could tell, they had all the documents and things were looking good. 

Then on XX/XX/XXXX, nearly a month after I started the loan process, I received a call from a gentleman named XXXX XXXX. He informs me that someone at Quicken Loans/Rocket Mortgage didn't take into account that I pay my property taxes and homeowner 's insurance separately and when they discovered that, my debt to income ratio was off. He then mentions loans that need to be paid off. They included my car loan would need to paid off ( {$7000.00} ), my wife 's XXXX 's credit card ( {$300.00} ) and my XXXX card of about ( {$2500.00} ) and finally a student loan of about {$9600.00}. I told Mr XXXX, that the student loan was a loan I co-signed for my daughter 's best friend who attended dental hygienist school. I went on to explain that I am only the co-signer and not making the payments on the school loan. He says he will need something from her showing that she is making the payments. I contact this person and provide the necessary documentation verifying that she is paying the loan and have them faxed directly to Mr. XXXX. I then get a call from Mr. XXXX that the history of her payments is only for nine months and they need a year. I explain that she just graduated from school and started making payments in XX/XX/XXXX. He says he will submit it to underwriting and get back to me. He stated clearly and unequivocally that these debts would be rolled into the loan. He gets back to me and tells me that underwriting won't accept the nine months payment history on the school loan and that will need to be included in being paid off. I told him at this point to do whatever needed to be done to close the loan. I might also mention that at no time did Mr. XXXX make mention of monies that I would have to bring to the closing. 

My closing date was XX/XX/XXXX but we were able to close on XX/XX/XXXX and I am told by the closing company that I have to attend the closing in person per Quicken loan 's requirements. So, I drive 180 miles round trip to find out that the closing company is expecting a check from me for around {$13000.00} in certified funds. I am flabbergasted! The closing agent tries to get in touch with Quicken loans for over 45 minutes and when she does get to speak to someone, the call gets disconnected. She leaves and another person from the title company, XXXX comes in and says they won't be able to close today and she will get to work on this with Quicken. 

The following day, Mr. XXXX calls me again and casually tells me that he heard that I had some questions about the closing. I tell him that is an understatement and that I was expected to bring a certified check to the closing for {$13000.00} when he told me the debt payoffs would be rolled into the loan. Mr. XXXX stated that he had never said that. Well, that was a flat out lie and I told him so. At this point with all the confusion of dealing with three people, of going to their bulletin board and being told I need to submit documents that I had already submitted, being told by Mr. XXXX to ignore the request, I was fit to be tied. I called Mr. XXXX a liar, used profanity and said I was done talking to him and wanted his superior. He kept trying to talk and I kept repeating that I wanted to speak to his boss. Finally, Mr XXXX tells me his boss is not in. I then request his boss 's boss and he transferred me to a Ms. XXXX XXXX. I asked her if she was Mr. XXXX 's superior and she said she was the Executive Client Advocate. I explained my situation and she said she would get involved and get back to me within an hour or two.  She offered no apology at all for my frustration and inconvenience. 

She did call back in about 90 minutes telling me that she was still working on it. In the meantime, I had received a email from my realtor providing me with the name of XXXX who was the closing person for Quicken Loans. I spoke with XXXX and found out the exact amount that I needed for closing and then wired the money to ensure I closed on time and avoided losing the home. I also didn't want to cause problems for the seller who was closing on the home he was purchasing. As it was, the gentleman I was purchasing the house from incurred costs due to the closing being delayed. As a result of this, I told him to forget the {$500.00} he was going to pay me to rent back the home after closing for one week. 

So, I had to wire the money twice which cost {$60.00}, had to refund the seller {$530.00} and experience stress and frustration like never before and I have bought and sold many houses during my lifetime. 

There system is broken and doesn't work! They put things on their bulletin board which is erroneous and has already been submitted, you are dealing with multiple people who don't know what the other person is saying or doing, you can hardly ever get anyone on the phone to speak to directly and then introduce other people nearly a month after beginning the loan process. On top of all that, this Mr. XXXX person flat out lies after saying all the debt payoff will be rolled into the loan.

Company response to consumer: Closed with explanation