Consumer complaint received 2016-08-09
Company: Rocket Mortgage, LLC
State: TX
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Settlement process and costs

Complaint:
I was looking to do a 15-year fixed loan, a cash-out re-fi mortgage. I came across a Quicken Loans ad in my regular mail back in XXXX 2016 so I applied with them. I started my loan process with Quicken Loans , Inc. on XXXX/XXXX/16. I was told they typically close fairly quickly in 45-60 days in most cases, maybe up to 100 days in extreme cases. Here it is now XXXX/XXXX/16, 125 days later, and I still do n't know if we are even close to arranging a closing at a title company. I do n't think my case is extreme and feel it should have been closed at the latest in XXXX. 

On or around XXXX XXXX, 2016, I logged into MyQL.com account and saw an announcement that stated, " Good news! Your loan is in final review! Your closing is right around the corner. '' That was about 39 days ago. Nothing could have been further from the truth. When I would inquire as to what was needed ( because I always checked online frequently and immediately completed my requirements listed on my " To-Do '' list ), when I would inquire as to what was needed, more times than not I would be told that someone or some department is waiting on a document from a creditor, or some check stubs from me, or something ... things that had already been provided. When I would point out that those documents had already been uploaded and should be readily accessible in the " All Documents '' section of my file, then something else would come up that was necessary. This became an extremely frustrating experience because I was often asked 2 or 3 or even 4 times for the same document that someone was waiting on, and all the time it was already uploaded. Most of the time I would just download the same processed document from Quicken 's site and resubmit it. 

The frustrating part is that no one seemed to manage what was actually received and what was actually required. It 's as if they had no motivation to check my records before just sitting and waiting, assuming they were owed something. No phone calls or voice mails to me with any specifics as to the delays in the processing of my application. Just a lot of sitting and waiting on things no one should have been sitting and waiting for. No one, save one person, was responsive and proactive in trying to get this loan closed in a timely manner. The only person at Quicken Loans, Inc., in this whole process who was a standout to me was the original person I dealt with and also dealt with again a couple of times throughout, and that was my Mortgage Banker XXXX. He alone is to be commended for his professionalism and his eagerness to make things happen. Everyone else, if I ran the company would be fired! 

I have been assigned a new Customer Service Specialist. I told the previous one, XXXX, that if I do not get any progress by Monday, XXXX XXXX, 2016, I would file a complaint. No one even bothered to call me back to see what my issue was and how they would resolve it. Flash update : As I was writing this complaint, at XXXX CST on XXXX/XXXX/16, I just realized that the 'new guy '' sent me an email to request a hand-signature or " wet-signed '' copy of the request to get an updated mortgage payoff. Again, no prompting ( other than an obscure email among the 58 others I have n't read yet ), no sense of urgency on what is needed from me to move things along. And, no one even bothered to call to let me know either via voice mail message or directly. This is what I 've been dealing with in frustration for about the last 60 days.

Company response to consumer: Closed with explanation