Consumer complaint received 2019-04-25
Company: Rocket Mortgage, LLC
State: IL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My Quicken mortgage was discharged in my Chapter XXXX Bankruptcy. I didn't reaffirm my Quicken mortgage. I continued paying my Quicken mortgage. Because the debt was not reaffirmed, I was not receiving monthly statements. On XX/XX/XXXX I mailed a request to receive monthly statements. As my bankruptcy was already 22 months past the discharge date, I did not include my attorney on the request. Quicken never updated their system to provide me with statements.

I never followed-up with Quicken regarding the request letter. In XX/XX/XXXX, there was a problem with my automatic bill payment, and the Quicken XX/XX/XXXX payment was never sent. As I wasn't receiving statements, I was unaware of the missing payment. I assumed my XX/XX/XXXX payment went through. I continued making regular monthly payments to Quicken from XX/XX/XXXX to the present date. However, with the missing XX/XX/XXXX payment, it resulted in a " rolling '' late payment every month, even though my payments were being received on-time.

Compounding to the issue, there was in increase in escrow starting XX/XX/XXXX, which also resulted in monthly underpayment of {$69.00} In XX/XX/XXXX, XXXX XXXX from Quicken contacted me about my insurance and steps needed to " avoid an escrow shortage ''. I immediately responded to XXXX 's email saying that I was confused by his request, and asked for Quicken to call me regarding the issue. XXXX XXXX, a Quicken Loans Client Relations representative called me. We talked about the insurance on file and I asked about my escrow because I thought insurance was included in escrow. She told me that insurance wasn't included in escrow, and the Quicken was asking that I updated with them which insurance provider I was using.

Since I was talking with a QL rep about my mortgage, escrow, and insurance, I assumed that they would have told me if there was any issues with my account. Especially considering that I solicited QL to call me. During the call the agent did not tell me that there was a problem with payments or escrow. They simply wanted updated insurance information.

QL provided an escrow analysis in XX/XX/XXXX. That's when I discovered the " rolling '' late payments. It took a couple months to figured out what was happening, and to determine the source of the rolling late payments. The QL statements were very because confusing because it showed multiple payments for a single month 's payment. It showed payments coming in & out from my suspense account, which appeared like double payments on the statement. I talked with several agents who had a difficult time explaining it to me provided false information, which was documented by Quicken. Finally on XX/XX/XXXX I received a complete ledger from XXXX XXXX. The ledger showed the suspense account and the payments going in and out from the account. Upon reviewing the ledger, I paid the remaining balance within 10 days.

I requested that Quicken excuse the late payment from XX/XX/XXXX as I was not receiving statements and also that it was never mentioned during my Quicken phone calling from XX/XX/XXXX.

I reviewed with XXXX XXXX the issue with not receiving periodic statements. Quicken states, that I began receiving statements in XX/XX/XXXX via USPS. However, I never received these statements. Perhaps statements were being generated on the website, but I was not aware of the statements being available online, nor did I receive the statements in the mail. Regarding my statement request from XX/XX/XXXX, XXXX  wondered if the attorney didnt sign the form, then it may not have been processed by Quicken. I told XXXX that my attorney didnt need to sign the request.

I feel strongly Quicken is purposely punishing my account for not reaffirming the mortgage following Chapter XXXX. On XX/XX/XXXX Quicken received a qualified written request that never replied to. On XX/XX/XXXX I called Quicken and was given false information. The Quicken rep told me that the only late payment on my account was from XX/XX/XXXX, and that were no late payments on my account. XXXX XXXX reviewed the call and confirmed that I was given wrong information from the agent.

After no response from Quicken from my written request, I then emailed and contacted XXXX XXXX   about the dispute. I received XXXX email correspondence on Quicken letterhead, but I never received a mailed response from Quicken. I questioned with her if items are properly being mailed to my address.

On XX/XX/XXXX, I talked with XXXX XXXX regarding the XX/XX/XXXX phone call with Quicken. He informed that the agent couldn't discuss my mortgage because they were calling from the " insurance department '' and they couldn't attempt to collect this debt. I told him that the title in their email was Quicken Loans Client Relations Representative, and that I asked for Quicken to call me. My solicitation for a phone call should be treated as an open invitation. When I asked if he could provide a summary for the call, he told me to contact an attorney and subpoena the phone call.

I feel that Quicken should be able to honor my request to excuse the XX/XX/XXXX missing payment, which resulted in 15 months of rolling late payments. This is based on : My request for periodic statements in XX/XX/XXXX which was ignored.

XX/XX/XXXX phone and email conversation with Quicken ; the only issue identified was updating my insurance file.

My ignored QWR from XX/XX/XXXX.

The faulty information provided by multiple agents.

My regular monthly payments that have been sent from XX/XX/XXXX to present day.

Discrepancy on " mailed '' items. No statements were receive from XX/XX/XXXX to XX/XX/XXXX. Also, in disputing this issue with Quicken, theyve emailed correspondence which they also incorrectly stated as being mailed. I dont think there system accurately captures if something truly mailed or simply generated in their system.

Company response to consumer: Closed with explanation