Consumer complaint received 2022-08-21
Company: Rocket Mortgage, LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Closing on a mortgage

Complaint:
Rocket Mortgage currently has two active promotional offers to entice customers. 
1 ) XXXX XXXX : This is for XXXX XXXX card members. With this, you homebuyer can get a {$2000.00} statement credit with lender origination fees ( loan processing and underwriting fees waived. XXXX XXXX XXXX 2 ) 1 % Rebate : By working with Rocket Mortgage/Homes approved real estate agent, homebuyer can receive 1 % rebate on the purchase price of a home. 
On XX/XX/XXXX, I contacted XXXX XXXX of Rocket Mortgage, to verify that the 1 % rebate incentive is active ( Exhibit XXXX ). 
Due to the limited supply, I waited a few months before seriously looking for houses and started looking in March. I contacted President Clubs Banker of Rocket Mortgage, on XX/XX/XXXX and verified that I would qualify for both XXXX XXXX offer and the 1 % rebate ( Exhibit 2 ) so I ask her to add these offers to my account. 
I later find out my Rocket Mortgage representative switched to XXXX XXXX so I notified them of my closing date and also stated via email that my account should have the XXXX XXXX offer on it in case this was missed. ( Exhibit XXXX ). 
My Rocket Mortgage agent changes to a different agent. I receive a loan offer from him and discuss on the phone about XXXX XXXX on the account to make sure it would be included and proceed and he replied on the phone that XXXX XXXX will be included. However, when I review my loan document posted online, I notice that the XXXX XXXX offer isnt in the summary section. I email XXXX about this via email. ( Exhibit 4 ). He finds out the offer has NOT been included in my account so he contacts XXXX XXXX about it. Apparently, Rocket Mortgage had not applied it to my account when I initially asked for it at the beginning. Therefore, the agent scrambles to contact internal teams on XX/XX/XXXX to see if it can be applied retroactively. 
On XX/XX/XXXX, I receive a call from a different Rocket Mortgage representative, explain to me that the check for 1 % will be mailed to me after closing and that the XXXX XXXX was erroneously left out due to their mistake. The rep has been contacting XXXX XXXX to fix this issue to try to apply it retroactively ( Exhibit 5 ) Few days later, I receive a text from a Senior Purchase XXXX stating please acknowledge the Loan Estimate and once we have completed the title work, there will be an initial Closing Disclosure issued to you. This document should show the update to include the XXXX XXXX offer. ( Exhibit 6 ) As I was told that the offer would be applied after I approve it, I approve the loan estimate and proceed. 
I keep waiting and receive no response from Rocket Mortgage. I contact the repagain few days before closing and he just states he will contact XXXX XXXX again on XX/XX/XXXX ( Exhibit 7 ). However, the promised {$2000.00} credit by XXXX XXXX has not been granted and the lender origination fee remained on my closing fee and Rocket Mortgage failed to honor the XXXX XXXX offer. 
To summarize, Rocket Mortgage advertised a big discount with XXXX XXXX which enticed me to select it over other mortgage providers and begin the mortgage process. However, they refused to actually honor the discount. When I asked questions about it, I received multiple responses the offer would be included ( some documented ) and that I should approve the loan offer because it will be added later in the process. However, after the I approved it, they did not apply the XXXX XXXX offer. 
This is a clear case of false advertising, bait and switch, and negligence which led me to choose Rocket Mortgage over other providers and to stick with through the closing process. 
In addition, the 1 % rebate check has never been sent although it has been promised 3 times by three different agents. The reason for this is that the real estate agent I worked with does not qualify. 
However, I chose this agent because Rocket Mortgage said she qualified. On XX/XX/XXXX, Rocket Mortgage communicated with both me and the real estate agent to explain that she qualified ( Exhibit XXXX ). The text between me and the realtor shows that we both received approval from Rocket Mortgage regarding this I was going to choose someone else but chose her because she qualified. I also emailed the Rocket Mortgage agent to make sure I had the approval for her in writing ( Exhibit 9 ). 
The total amount of money that has been promised by Rocket Mortgage is 1 % rebate which equates to {$4800.00} and the XXXX XXXX offer of {$2000.00} plus lender origination fees {$900.00} + {$370.00} = {$8100.00}. My main concern with my claim is that Rocket Mortgage has made it out to look like they made simple mistakes on my account to not apply proper discounts, but they kept promising me it would be fixed which led me to choose them over other providers. I would also like to know if an investigation could be done to see if this is a common practice for them to entice customers this way with false advertising and never provide the actual discounts. A class action lawsuit may be more proper for this case. We need an investigation done to know if Mortgage companies like Rocket Mortgage are using bait and switch tactics like this.

Company response to consumer: Closed with monetary relief