Consumer complaint received 2015-07-06
Company: Rocket Mortgage, LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Application, originator, mortgage broker

Complaint:
In XX/XX/XXXX my fiance passed away from complications of XXXX XXXX. I inherited the home she owned. After probate was complete and the title was in my name I decided it was time to refinance the mortgage to get it in to my name. I shopped around for low rates and especially focused on the closing costs of the loans. I finally decided upon Quicken Loans and in XXXX this year I submitted my application. From the first call I explained my situation IE : having inherited the home and the existing mortgages with XXXX bank were not in my name and this being the sole reason for my need to refinance. I was approved for an interest rate of 3.99 with total origination charges of {$2700.00}, a {$1000.00} fee for the loan and a {$1700.00} fee for locking in that rate. I was told the rate was locked through XXXX. They walked me through all of the required paperwork and I provided every piece requested of me. When we were nearing the XXXX dead line I was informed I had supplied all necessary information and they just needed to verify some information with XXXX who held the existing mortgages. Just after the XXXX deadline passed I followed up with them to see why we had not closed the loan yet. XXXX of their representatives told me that they were still trying to verify some information with XXXX and once that was done we could close. i asked about my rate lock expiration date and was advised not to worry about that b/c they were having to verify this information, I had supplied all necessary information, and therefore they would not let the agreement expire. A few weeks went by and when I finally heard back I was informed that they could not verify anything under my name with XXXX. I reminded them that the loans are not under my name, they are in the name of my deceased fiance. Her name was on all of the documentation I had already supplied. I am on record with XXXX as the executor of the estate and they have told me they will communicate with anyone I authorize. They said not to worry, they would continue the efforts to verify. Weeks again passed and when they next followed up nothing had changed. Still the only issue was them verifying with XXXX, but XXXX explained there would be no issue if they did. Quicken finally asked me to obtain payoff letters from XXXX. I did and provided them within the week. I was told this would allow us to close. By this time it was XXXX. No one ever explained that the cost of my loan might change. i was only ever told not to worry about that as it was their issue trying to verify the information and I had supplied everything requested of me. Again weeks passed after providing the payoff letters and I was told again they would not verify with XXXX. They then asked me to supply a XXXX month payment history. I then became upset and told them I want to cancel. They told me I could cancel, but I would not get my {$500.00} deposit back. So I decided to continue and gave them the payment history. Now they say they are ready to close, but they more than doubled the cost of the loan. They told me it is now a {$1000.00} fee for the loan and {$4000.00} fee for the rate. I asked how that could be when i was distinctly told the deal would not expire and I had always provided all information requested timely. had they requested the payoff letters and payment history before the deadline for my original fee 's I would have easily provided them. I filed a complaint with the corporate office and they say the best they can do is get it to {$1000.00} fee for the loan and {$2700.00} for the rate. I believe they purposefully tricked me and delayed the loan so they could charge me more. there 's no reasonable explanation as to why they were not able to verify with XXXX for so long and now all of a sudden when the loan is much more expensive they suddenly have a solution and can close, but charge much more and without ever having explained this to me.

Company response to consumer: Closed with explanation