Consumer complaint received 2016-02-26
Company: Rocket Mortgage, LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Credit decision / Underwriting

Complaint:
On XXXX XXXX, XXXX I received the following emai : Hi XXXX, I have some very important news in regards to your mortgage. I 'd like to get you into a lower rate at no cost. Plus, I would like to get this done today before rates start going back up. 
We just had a big rate drop today and we can get your new rate locked in right away. 
Please call me as soon as you get this because it is time sensitive and it is very beneficial to you, very simple, and no, this is not a sales call. I just need a few minutes with you on the phone to get this set up. 
Thank you and please call my direct line XXXX XXXX XXXX Mortgage Banker Quicken Loans I gladly responded to the email because my current mortgage is with Quicken Loans and I would like my payments to go down. After reaching XXXX XXXX, he said all they needed to do was pull my credit report to approve the refinance and get the lower rate. I agreed because they said they would be able to get me a lower rate and since I had just refinanced with them in XXXX I assumed I could trust him. He sent me a good faith estimate, but I noticed the address was incorrect. I called Quicken and talked to XXXX XXXX and she said she would update the address and send a correct good faith estimate. On XXXX XXXX, XXXX she sent me the following email : XXXX, I have no idea how or where XXXX had gotten that address into the system. My apologies for not double checking that as I had assumed that the address would be correct. After putting in the correct address, I 'm getting a huge pricing adjustment on this loan since it is now triggering a certain pricing through my capital markets team based on the last time that we did this mortgage. The costs do not make any sense to do anything. I am really sorry that your time was wasted looking into this as I was under the impression that the correct address was inputted for this file. I should have double checked that to make sure that I apologize for the inconvenience. I will make sure to get with XXXX and his leader so that this does n't happen again. The difference in costs is extremely large. So I would say that nothing makes sense at this point. Again, I am really sorry for the inconvenience. Let me know if you have any questions regarding this. 
Quicken Loans XXXX XXXX | XXXX I then sent her the following email : What about the ding on my credit score? I would like Quicken to take back the inquiry on all three credit scores since XXXX was not offering a refinance that he could deliver on which is misrepresentation. Please let me know when Quicken can make this adjustment. 
Regards, XXXX She then responded with the following email : Hi XXXX, I have talked to my director and there is not really a way that we can take back the credit pull unfortunately. I do apologize for not having a better answer for you. I will tell you that when a lender pulls a credit report, it can only affect the score no more than XXXX points with regards to the scores. In any case, I will send this over to my client relations team to see if there is any way that they can help out more. Again, so sorry for the confusion and the inconvenience. 
Thanks Another representative reached out to me named XXXX XXXX and said he would look into the matter. After a few days he said they could not remove the credit inquiry because they had permissible purpose to pull the credit. I told them I gave them permission under false promises from their employee and now I have been financially harmed for their misrepresentation. I told them all I wanted was for them to withdraw the credit inquiries from all the credit bureaus but they have refused. Please help me to restore my credit that I have been working hard to improve by requiring Quicken Loans to remove the inquries.

Company response to consumer: Closed with explanation