Consumer complaint received 2015-05-06
Company: Rocket Mortgage, LLC
State: GA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
I have a mortgage with Quicken Loans. From XXXX XXXX when I refinanced with them, I paid my mortgage payment the month it was due, though I had experienced a major shift in income. I cashed out XXXX and worked where I could to pay the mortgage. Due to change in employment and loss of income, I started to run short of funds in the latter part of XXXX. In XXXX XXXX, I filed for Chapter XXXX bankruptcy, then got behind with mortgage payments. I communicated through my bankruptcy attorney early in XXXX that I wanted to seek loss mitigation and keep my home. In XXXX XXXX, I filed paperwork with Quicken Loans to seek a loan modification or more affordable payments. During this time, they motioned the bankruptcy court to lift the stay protecting me from their collection efforts so they could continue to collect on the loan and seek foreclosure despite my bankruptcy. They reviewed over XXXX pages of documents clearly showing that my income was not stable and I could not afford the close to {$1600.00} per month mortgage payment. Despite this, they offered me a six month repayment plan to pay close to {$2400.00} per month ( mortgage payment, plus catch up past due payments ), when I could not even afford the regular mortgage payment. During the month of XXXX XXXX, they even violated my bankruptcy by asking me when I would make a payment and my bankruptcy did not discharge until XXXX XXXX, XXXX. Their motion to lift the stay had not been officially approved by the court either which speaks to their unethical tactics. I immediately called them when I received the letter regarding the repayment plan to express concern that it was unaffordable and to reiterate that I asked for a Loan Modification. I receive a letter some days later that I have not been in touch with them ( despite many faxes, emails and phone calls ). The letter says that since I have not been in touch, they are withdrawing the offer, my loss mitigation application and I should contact them for further information. Unbelievable! I have been consistently working with Quicken Loans to seek a loan workout since XXXX of XXXX. After submitting all of this documentation, I am asked to start all over again in the month of XXXX XXXX. They informed me to sign new documents and submit more pay stubs, bank statements and other documentation to conduct another review. Meanwhile, I am afraid I will lose my home to foreclosure and we are struggling to put money together to pay the mortgage. We were able to pay in XXXX and XXXX of XXXX, but not XXXX of XXXX due to their ridiculous delays, game playing, unethical tactics, etc. As of XXXX XXXX, XXXX, I still have no viable workout solution to keep my home. All I have requested is a Loan Modification per FHA guidelines in order to resolve this situation. Now I have submitted well over XXXX documents to them and sent fax after fax at their request. I am cooperating with them, they are not cooperating with me. It seems to me that they want to foreclose on the home. Due to their convoluted process and game playing, I am now owing for XXXX, XXXX and XXXX. They could have worked something out with me when I was only XXXX payments behind. I have proven a reduction in income and fluctuating income. Any mortgage company with a heart would have worked something out with me at this point. I question their motives and their agenda. They need to be reported for these practices and other people around the country should be aware of Quicken Loans. They advertise that they have won awards from XXXX, however they have serious issues and are not for the customer as they claim to be. I am attaching additional documentation for review that substantiates what I have said here. I have reported Quicken Loans to the Department of Housing and Urban Development due to these issues as well and have an open case with them. I desperately need your help.

Company response to consumer: Closed with explanation