Consumer complaint received 2022-03-23
Company: Rocket Mortgage, LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I applied for a cash out refinance with Rocket Mortgage on XX/XX/22. I provided all of the information and a credit check was performed and I was approved. I was moving forward through the process. The process moving fine. I provided all of the necessary documents. However, because they did not understand my business structure, they started to question everything. However, this was not until they viewed my driver 's license. They then started to question and request a lot more documents. They blamed this on the XXXX XXXX  requirements. I was provided an option to cash OR at the very least refinance out of my XXXX loan. They told me that my house needed to appraise for {$300000.00} to qualify for the cash out. It appraised for {$260000.00}. I had questions for the appraiser, which I was able to get answered. As we then began to move forward, Rocket Mortgage started moving backwards, I was already approved based on credit and income, but they wanted to revisit my income. I have a business and expenses. I have business taxes and have been in business for almost XXXX years. My business pays for my vehicles. I have provided information including the tax returns,XXXX months of business bank statements, leaseback agreements, and the vehicles covered under the business insurance. The all show that this can be excluded from my personal expenses. Again, this was not an issue until after the appraisal. They had questions prior but had sorted it out. In the beginning, they also had questions about my business and family trust. I had to send them emails and provide trust documents to show and explain. Again, this was not an issue until they say my driver 's license photo. It was so blatant that I emailed them to discuss. They did not respond in email, they called. So, the week on XX/XX/22 a representative other than the person that I was speaking to called me to state that they were not moving forward because they could exclude my XXXX vehicle from my income, and it made me over the debt-to-income ratio. I find this interesting because then they should not have had me pay for an appraisal or advance through the process without fully qualifying me. They told me we were at the end of the process, and everything was moving forward through closing. Now at the last minute there was an issue. I earn more than enough income with disposable income left over. I have purchased high value items with the same documentation, and no one has ever had any issues I provided Rocket Mortgage with a plethora of information. I emailed the XXXX loan officers that I dealt with because my request for communication was going unanswered. So, then I told them that I was going to file a complaint. They responded once I did this and then was given another loan officer who called me on XX/XX/22. she told me that she would have done the loan a little differently and has more experience with business and self-employed income. She asked me to give her a couple of days. I did, she called me on XX/XX/22, but didn't leave a message. I called her and she asked a question. I told her that I provided all of the information and even connected the previous loan officer to my XXXX to get whatever information they needed. She said she would call me back. it is now, XX/XX/22 and nothing. I called on XX/XX/22. There is definitely something not right. It was something nefarious or done incorrectly, but either way, it needs addressed.

Company response to consumer: Closed with monetary relief