Consumer complaint received 2021-07-20
Company: Rocket Mortgage, LLC
State: WA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX, my husband and I applied for a loan through Rocket Mortgage. We were approved and began our home search. On XX/XX/XXXX, we found a home we liked and placed an offer, beginning the daunting process of turning over the documents Rocket required to approve us. The offer was placed with an estimated closing date of XX/XX/XXXX. As true first time home buyers, you would expect that any mortgage company would provide support and communicate with clients on a regular basis. Our loan intake officer ( XXXX ) was amazing. She communicated well with us, and was there to answer every question without delay. Fast forward to being passed over to a mortgage representative ( I can't even remember the first guy 's name - because he didn't communicate! ), and to date, the experience we had with XXXX is the furthest thing from true with the others. The 2nd guy ( XXXX ) promised to stay in contact, and touch bases with us regularly. He too did not communicate well, and was bad enough that we called and complained to XXXX because we were so frustrated. She promised to contact his director and get it resolved. He called us back the next day. Because we continue to complain about their lack of communication, we are now on our 3rd mortgage representative. The first two did nothing to communicate with us. We would call and leave messages, send messages through their app, and emails and got no help with the document hang-ups we kept experiencing. The only notice we got was " there's a new item on your to-do list, go check it out '', and those were in the form of automated text messages and emails. There was zero support provided, and again, we are true first time home buyers. We had no idea what to expect. To date, we have had to upload documents up to 7 different times before the underwriters would accept them. Most with no changes. They kept asking for a bank statement ending in XXXX, which we told them multiple times over the phone and through the app, and through emails, was not our account. They kept sending it back saying they needed a statement ending in account XXXX. We reviewed ALL of our uploaded documents, and couldn't find anything with that account number. We contacted XXXX, who reviewed all of our uploaded documents, and she too couldn't find what they were referring to, so we had no idea where that account number came from. But the fact that we had to suffer through and continuously tell them it was not our account is beyond ridiculous. We ultimately contacted our XXXX bank representative and she sent them a letter indicating we had no accounts with those numbers. Rocket finally revised the request, and asked for a statement for an account which we had already provided 6 other times. 

We have shared this information with our realtor, in frustration, and even he explained that this is NOT how things should be. Especially for first time home buyers - mortgage companies are literally working for us - there should be regular communication, help and support for those of us who are new to the process. It should not be painful. We should not be stressing out or losing sleep over this process, but I can guarantee you that we are. 

Fast forward to XX/XX/XXXX. We spoke with our new ( 3rd ) mortgage representative ( XXXX ) this morning, who advised that the appraisal has just been picked up, but the soonest they can get it scheduled is for XX/XX/XXXX. Unfortunately for me, I am on temporary housing, as the whole reason we are purchasing is because I had to relocate for work. My temporary housing ends at the end of the XXXX, which would have been fine had the appraisal been picked up and scheduled to keep us on track for the XX/XX/XXXX closing date. I explained this to XXXX, and he said he was going to send a note to the appraisal company and ask them to put a rush on the order. He spoke to my husband a short time later, and told him they would try and open the appraisal back up and see if another company would take it. 

In the month and a half that we have been working with Rocket, it's literally been the worst finance experience of our lives. As things stand currently, I would not recommend Rocket to anyone, let alone a fellow first time buyer.

Company response to consumer: Closed with explanation