Consumer complaint received 2016-12-09
Company: Rocket Mortgage, LLC
State: NY
Product: Mortgage
Sub-product: VA mortgage
Issue: Application, originator, mortgage broker

Complaint:
1. ) On or about XX/XX/2016 my wife and I contacted Quicken Loans to obtain a mortgage on our home, initially for {$52000.00}. The loan would involve obtaining a subordination agreement from XXXX with which we have a XXXX XXXX Account. At that time the outstanding balance was {$48000.00}. The points Quicken Loans was charging us was XXXX % of loan amount. This amount was acceptable to us. 
2. ) On XX/XX/2016 we received a loan estimate from Quicken Loans for the same amount of {$52000.00}. The points Quicken Loans was charging us was now XXXX %. This was still acceptable to us. 
3. ) On or about XX/XX/2016 we asked Quicken Loans to increase our loan amount to {$97000.00}. In the loan estimate sent to us the points remained at XXXX % of loan amount or {$1000.00}. This was still acceptable to us. 
4. ) On XX/XX/2016 we again received a loan estimate the loan amount remained the same at {$97000.00} and the points remained the same also at XXXX % of loan amount. At this time we also received a closing disclosure with the same amount and points. 
5. XXXX On XX/XX/2016 we received a closing disclosure for the same loan amount of {$97000.00} but the points were increased to XXXX % of the loan amount or {$2400.00}. This would increase the cost to us by {$1300.00} and was not acceptable to us. 

During the time of our initial application up to XX/XX/2016 Quicken Loans requested we submit numerous documents which we did in a timely expeditious manner. Quicken Loans banker XXXX insisted that Quicken Loans would not authorize subordinating our home equity loan but that it would need to be closed. This was in direct contrast to the Certification & Authorization agreement we received from Quicken Loans on XX/XX/2016 listed under the title, Authorization to Release Information. XXXX # XXXX states : If applicable, I/We request that my/our second mortgage loan be subordinated to the new refinanced first mortgage with XXXX. I/We authorize the release of any information, either verbally or written, in order to process the subordination request. 

We talked to other officials of Quicken Loans who agreed with us and the documents for the subordination were obtained signed and submitted. 

All of this took an inordinate amount of time on Quicken Loans part. The loan was approved. The subordination agreement was approved. Yet for some unknown reason Quicken Loans was not closing the loan. 

When we inquired about the reason for the very large increase in points, Quicken Loans stated it was because of the amount of time it was taking to close the loan. 

Upon our insistence the loan was closed XX/XX/2016, over XXXX months from our initial application. At this point for us to stop the process and shop around for another loan was out of the question. 

It appeared that Quicken Loans had us over a barrel and could arbitrarily change the amount of points we were being charged. This does not sound like honest business practice and would like to have the difference in points charged {$1300.00} returned to us.

Company response to consumer: Closed with explanation