Consumer complaint received 2018-04-17
Company: Rocket Mortgage, LLC
State: IN
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
On XX/XX/XXXX we had inquired first about the HARP refinancing loan and was told by Rocket Mortgage that we did not qualify because our current loan was not backed by Fannie Mae or XXXX XXXX but that they had other programs that would fit our needs. XXXX XXXX reviewed our address on XXXX and XXXX for property estimate pricing and said they would be able to help us with a loan, That he could not only refinance our current loan but get us cash out enough to build a garage and consolidate a few bills. They ran our credit and requested some additional paperwork concerning another property that we owned also. All of which I provided the same day they requested it. They had us open an online account so that we could track our progress plus electronically sign any documents needed. Which we did. The loan detail from their website stated our locked interest rate, our property address and the fact that it was a manufactured home. I have the loan detail printed from their website. On XX/XX/XXXX I got an email saying welcome to the Rocket Mortgage website. I also supplied the requested paperwork on XX/XX/XXXX. On XX/XX/XXXX I got an email from XXXX XXXX saying What To Expect, that they had found the right mortgage program for us and they were working to do everything they could to get us to closing as quickly and smoothly as possible. And to continue checking our website for updates. Also on the XX/XX/XXXX I got a message from XXXX they would be our appraisal company. On the XX/XX/XXXXwe recieved our approval letter form XXXX XXXX and an acknowledgement that they had recieved all of our requested paperwork. On XX/XX/XXXX we got an email from XXXX that they would be our title insurance agency. On XX/XX/XXXX we got an email from XXXX XXXX that he would we our appraiser and would be out on Wednesday XX/XX/XXXX. He came out took all kinds of pictures and measurements and said our appraisal would be ready the following week. On XX/XX/XXXX I got an email stating we an updated loan estimate we needed to review and approve as our payment went down a little since the taxes and insurance were not as much as they first thought. On XX/XX/XXXX XXXX XXXX contacted us that there was a new redisclosure on our website but that we did not need to do anything, XX/XX/XXXX XXXX XXXX called and wanted me to call him concerning an issue with active HUD tags and for me to call him back ASAP. That our home was a manufactured home and they don't loan on manufactured homes. I was finally able to get ahold of him that afternoon and he said they canceling our loan because it was a manufactured home. I told him they knew that from day 1. He said no they had it as a single family home. I ask him about what he meant about active HUD tags and he said he didn't say anything about that. Yet I have the recoding he left me. I ask him for a copy of the appraisal. He said the didn't do an appraisal. After he rudely hung up I went straight to the website and printed my proof that they did know from day 1. Their loan detail that they put in the website clearly states manufactured home. And page three of their loan estimate states they would provide us a copy of the appraisal even if the loan did not close. XXXX XXXX ' message on my phone no harm no foul but that isn't true because if they did not loan they never should have ran my credit and put a hard it on it and my husband '. Then when I brought it to their attention that they did know from day 1 they went in and erased everything from my on line account. Luckily i printed it all before they did.

Company response to consumer: Closed with explanation