Consumer complaint received 2021-11-12
Company: Rocket Mortgage, LLC
State: AK
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I have a current home mortgage with Rocket mortgage. The loan is current, never a missed or late payment. 

On XX/XX/2021 I applied to Rocket to refinance the mortgage. I quickly provided all the documentation they required. All the documents were provided by XX/XX/XXXX. The loan was approved subject to a VA appraisal on XX/XX/XXXX. 

Unfortunately, the VA does not have sufficient appraisers to handle the demand in XXXX. XXXX XXXX AK, so I was added to the list and waiting for the VA to assign an appraiser. The VA assigns them in the order they're received. 

Several times during this period of waiting Rocket got a payoff for my existing loan. After the second payoff quote, I became concerned wondering why the loan was taking so long to close? So in Early XXXX I contacted my mortgage broker by telephone and email and asked him to call me to discuss. He did not return my calls, nor did he reply to my email. So I contacted his supervisor, who also did not call me back. But miraculously, my mortgage broker finally responded. He said that they were waiting for the VA to assign an appraiser. I asked him who he talked to, or what steps had Rocket taken to facilitate this. he had no idea. He hadn't done anything personally, all of that is handled by " the closing team ''. 

I called the closing team who also had not contacted the VA, they were just waiting, and waiting, and waiting. I asked them for the contact information for the VA appraisal department, and they said " there is no number ''. I found the number and contacted the VA appraisal scheduling team myself. 

I was told that my appraisal was scheduled to be assigned on XX/XX/XXXX, and that I should receive a call from the appraiser with two business of assignment. I did not get a call, so I contacted the VA again later that week, and they said " for some reason, it was not assigned, but will be this weekend ''. I spoke to them on Friday, XX/XX/XXXX and they said that it would be assigned that weekend, and I should get a call within two business days. 

Meanwhile, I finally received a call from Rocket mortgage, who had finally become concerned that the loan was taking too long to close. And the lady who contacted me said that the loan would have to be closed. I told her that I wanted to talk about the options, and she said she would discuss with her team and call me back. 

She never called me back. Instead, she closed my loan on the very same day as it was being assigned to an appraiser, and she canceled the appraisal that I had been waiting in line for since mid-XXXX. 

I called Rocket that same day and spoke to a customer service rep, who escalated my issue. She sent an email to this lady ( and copied me ). I did not know that Rocket canceled my appraisal until this morning, XX/XX/XXXX. 

I called Rocket " customer service '' and asked them to reinstate the appraisal, but they declined to do so. So now, as a result of trusting Rocket mortgage, I have no loan, no appraisal, and interest rates are higher than they were when I applied back in XXXX. And, if I go to another lender I'm at the back of the list for the VA appraisal, meaning that I will have to wait another several months. 

Not being satisfied with her answer, I asked to speak with her supervisor and was told that the supervisor will call me " sometime '' Monday. They don't even tell you when on Monday- they just call you when it's convenient for them, and expect you to be available all day. On top of that, this isn't the first time a supervisor was supposed to call me. Last time he or she never did call me. We'll see .... 

It seems to me that Rocket hides their supervisors behind layers of beaurocracy to prevent customers like me from talking to them. If they cared about me, or my business, I should have been transferred to her supervisor that very moment. 

Finally, how is it that a lender can, without my permission, cancel MY VA appraisal? How can they even do that? And why does it take the VA three months to assign an appraiser? I will take those questions up with the VA. 

To sum it up, Rocket Mortgage provides THE WORST customer service that I've seen. They do not care about their customers ; we're simply cattle in a cattle car. So keep this in mind when shopping for a mortgage lender.

Company response to consumer: Closed with explanation