Consumer complaint received 2015-10-09
Company: Rocket Mortgage, LLC
State: FL
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker

Complaint:
After many high pressure phone calls, my wife listen to and gave information to Quicken Loans and won me in with the help of the salesman promise of a refinance to lower my monthly mortgage payments. Then he asked for {$500.00}, good faith money assuring use there would be no problem unless we backed out. All done on phone. My wife gave him all information he asked for including a government reduction loan attached to our mortgage with a 5 year forgiveness and no payments from us if we stayed here for 5 years. The Salesman assured us there was not problem and asked of {$400.00} which we paid. Said it would cover appraisal of our home. My wife used an on line appraisal tool because our area has extreme value changes. That 's why we got the Gov. Loan Reduction. After we paid our loan officer set us up online to upload documents and we recieved phone calls from others who said they worked for Quicken Loans, Documents person, Title Research person and The Appraiser Person who set up an appointment for Thursday of the week. Wednesday of the week, The Title Person Called and asked about the Gov. Loans which he said was a lean and asked for documents after I told him it was A Gov. Reduction loan handled by the Gov. and our Loan company. The title Person said he was familiar with this and there would be not problem. They would reach out to the Gov. Agency and let them know we would be changing Mortgage Companies, " No Problem he said. '' The Salesman also said, " No Problem '' we called because, the on line set-up looked different from what he had told us. He said it was only him checking as many possibilities as could and we were lucky we locked in because the interest rate had just gone up. We uploaded to the Title Person information to contact the Gov. Reduction Agency. The next day, Around XXXX. The Appraiser ( told use he worked for Quicken Loans ) came over and appraised our home at the price the Salesman said we needed to close the loan with no Problem. A week later we got a cold phone call from an upper level Mgr. at Quicken loans saying we could not get a loan due to the Gov. Lean. We said Then return our Money. Because, we told you about the reduction loan before we agreed and The Title Guy Knew before the Appraiser came out and you could have cancelled his visit as he said the money was for the appraisal which we did n't need as, our area values changes daily, Re-estate people call constantly, They use their tools and do n't charge us. They became rude, Called us lier on Gov. Loan, I hear my wife tell him and the Title Person. and had us wait weeks while they reviewed and came to the same line. We feel the took our money. Also Quicken loan had turned us down a year earlier because we would not make a down payment, no money was asked for at that time. Our mortgage Company refinanced use with Harp and then we got the Gov. Reduction. Now they are calling after, my wife filled out a form that said she won an small computer online. These people are a wrong. and We would like our {$400.00} Back. We can not afford the money or the constant phone calls- XXXX to XXXX times a day. My wife has an unlisted number, and I know they got it with the Phony ad about her winning a computer and needed her info to send the prize. We would like your help in getting our money back. As all the other Mortgage callers did not charge and said upfront that it was not to their advantage to refinance us to only lower our monthly payments

Company response to consumer: Closed with explanation