Consumer complaint received 2016-01-11
Company: Rocket Mortgage, LLC
State: NC
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
I applied for {$220000.00} to refinance my mortgage with Quicken XXXX XXXX with the promise that as a current Quicken customer, I would have NO CLOSING COST. 
On XXXX/XXXX/XXXX the Closing Care Rep. ( CCR ) called to review my Closing Disclosure and scheduled closing for XXXX/XXXX/XXXX. The rate was 3.75 %, when we agreed on 3.5 %. After questioning the rate change, I was referred back to the Mortgage Banker ( MB ) for an explanation. It was corrected to 3.5 %, which somehow increased my closing cost by {$190.00}. 
On XXXX/XXXX/XXXX the CCR called to review my updated Closing Disclosure and confirm my closing for XXXX/XXXX/XXXX. The figures on the closing documents were substantially different from the Closing Disclosure we reviewed upon scheduling the closing. Again, I was referred back to the MB for an explanation as to why the figures changed. 
On XXXX/XXXX/XXXX a new Closing Disclosure was prepared for closing set for XXXX/XXXX/XXXX. Upon viewing the document, closing cost increased by more than {$4600.00}. I questioned the CCR as to why the figures changed and once again was referred back to the MB. The explanation was that my house appraised for a different amount ( {$350000.00} ) than I originally stated ( {$300000.00} ). Immediately I questioned if I was being penalized for Quicken being placed in a better position with a lower LTV from 73 % to 63 %. He explained that they have applied the max lender credit of {$5500.00} and that was all they could do. Once I pointed out that they originally offered {$5700.00}, he stated he would have his director send me a {$200.00} check outside of closing but the numbers WOULD NOT BE CHANGED back to the Closing Disclosure dated XXXX/XXXX/XXXX. He admitted that he did n't know why the numbers changed. I thanked him for being honest in not trying to justify the mistake and of course for the {$200.00}. I then requested the closing be cancelled. 
On XXXX/XXXX/XXXX, the CCR called back to explain my figures changed due to interest on my payoffs. From XXXX/XXXX/XXXX to XXXX/XXXX/XXXX my interest increased by {$5000.00}? The interest on my mortgage with Quicken is around {$400.00} each month. Over a 10 day period, {$5000.00} of accrued interest was not sensible. Again, he would have my MB contact me to explain. No one called. 
Therefore on XXXX/XXXX/XXXX I called the MB who explained, " This is bare-bone and nothing else we can do. '' He offered to have his Director call me. The question remains, WHY DID THE FIGURES CHANGE? 
On XXXX/XXXX/XXXX a Director of Mortgage Banking called to explain that as of XXXX XXXX, new TRID guidelines state that " Once something is disclosed it CAN NOT be changed ''. He also stated that " the Federal Government wo n't let us close absorbing that much cost ''. I asked what XXXX stood for and he could n't remember. I immediately told him that I 'm the type of customer that will research XXXX on my own. He stated he would talk to someone about an offer that would be better than I was originally quoted. For clarity, I explained that in order for something to be better, it must beat the closing Disclosure dated XXXX/XXXX/XXXX. If not, we can stop this back and forth. 
In researching XXXX, it clearly states that there are XXXX circumstances that REQUIRE a new Closing Disclosure and 3-day review period. 
XXXX/XXXX/XXXX, a Solutions Team rep called to discuss my desired outcome. Again I requested an explanation as to WHY DID THE FIGURES CHANGE? He noticed I was deceitfully charged 1/4 % each time for two rate lock extensions that were never mentioned to me. I NEVER REQUESTED AN EXTENSION. The extensions were granted on Quickens behalf because the closing documents did n't match Disclosure XXXX/XXXX/XXXX. He stated, " The problem is that we gave you the best deal w/no cushion in case something went wrong ; something DID go wrong and we do n't have a cushion to work with. '' Why am I being penalized for undisclosed rate lock extensions due to inconsistencies with the original closing documents?

Company response to consumer: Closed with explanation