Consumer complaint received 2017-08-16
Company: Rocket Mortgage, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
In the latter part of 2016, my mortgage loan was sold by XXXX to Quicken. Unfortunately, the correct home owner 's insurance information was not conveyed. As a result, I received two notices in the mail on Monday, XXXX XXXX. One was from the insurance carrier stating that my policy would lapse on XXXX XXXX at XXXX XXXX due to non-payment. The other letter was from Quicken stating that my insurance had lapsed and I needed to take care of it or they will purchase insurance on my behalf. The problem is that my mortgage has an attached Escrow account and the taxes and insurance are paid by the lender, out of that Escrow account. I immediately called Quicken and inquired as to why my insurance was policy was not paid out of the Escrow account, The response I got was that they never received a notice of payment due from the ( insurance ) company / agent. The fact is, when the loan was sold, the complete insurance information did not convey. Quicken had an agent listed for my insurance that I have never hear of. I provided my agent 's name and phone number and the Quicken customer service rep said she would get in touch and get the payment made overnight. On Tuesday, XXXX XXXX, I followed up with my agent and was informed that no such request had been made. I then called Quicken back and told the rep that my agent has received nothing from them. ( Please note - time is of the essence because the policy will lapse in less than 48 hours ) While getting the run-around from Quicken,  my policy is in danger of lapsing. After conferencing ( call ) with the insurance underwriter, Quicken is telling me and the underwriter rep that an incoming fax takes 2 business days to process. We disconnected from the underwriter and I inquired as to why the Quicken rep I spoke with the day before told me that they could receive the fax from the insurance company ( implying real time, as the rest of the world processes emails ) and could arrange an overnight payment. Now we 're talking about 2 days just to get the email. Only after I aggressively expressed my concern did the Quicken rep offer that there is an expedited fax number that the insurance company can fax the information to, thereby bypassing the 2-day fax issue. I asked why, when we had the underwriter 's rep on the phone, this information was not shared??? I eventually, on Wednesday, XXXX XXXX, contacted my agent to find out if I needed to pay the premium out of my own pocket and somehow seek reimbursement from Quicken. She ( my agent 's rep ) reached out to the underwriter and Quicken and was able to resolve the issue by getting the underwriter to extend the deadline as well as providing Quicken with the necessary information to process the payment. That being said, there is absolutely NO reason I should have had to go through this ( stress ). It may have been XXXX ( the original lender ) or Quicken that dropped the ball. But, after dealing with Quicken 's terrible incompetence, I 'm pretty sure it was Quicken. Quicken makes it extremely difficult to speak with an actual person and when you do finally get to speak to a live person, there is so much double talk and vagueness that, I 'm sure, quite a few people that do n't have the capacity for perseverance that I do will give up and let themselves be taken advantage of by Quicken. I am so extremely dissatisfied with Quicken, I am looking into refinancing with another lender and, just to be sure this does n't happen to me again, I will strike the clause in the contract that allows the lender to sell my mortgage.

Company response to consumer: Closed with explanation