Consumer complaint received 2017-10-17
Company: Rocket Mortgage, LLC
State: OR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
I tried to refinance my mortgage through Quicken Loans starting on XXXX XXXX, XXXX. They took my information and said congratulations you were approved for an FHA Loan at 3.99 % and the amount of our original loan plus enough to pay off my car loan and my other loan that I had to get to get caught up on the house payments a few years ago that I am still paying on. The said the loan would close on XXXX XXXX this year and that my credit was good and my score was good enough for it. Then here it is XXXX XXXX, XXXX and they told us that we did not get approved for this loan. There are multiple things that happened throughout this loan process that was wrong and kept it going this long. One of which is the information they would ask for I would send in as soon as they asked then they would say it was not what they can except then asked for more information and then said the same thing. for example, in XXXX they asked for a 12-month payment history of payments to the house that we called and asked our original mortgage company for and they always take up to two weeks to send it out. We received it and sent it into Quicken Loans and then the response back was we are sorry we now need 24 months-payment History from your mortgage provider and we can except bank statements for this printed from your computer as long as it had the URL on it and it showed it came from their website or another call into your mortgage company to have them send it so we let them know again it could take up to two weeks to get this from our mortgage company but I will print out the bank statements for the 12 months they were missing since they had a 12 month recent payment history. I did this and they said they could not except it but if I go to the bank and have them print it with their stamp showing they did they would except this. So I did this for them as well and the note back to me said it was not good enough that they would have to wait for the mortgage company to send the 24-month payment history. This came in and I sent it in but then they said this was not good enough and they made me do a three-way call with my mortgage company to go over the payment history. This was the beginning of XXXX. The loan had to be extended we were informed the XXXX before the XXXX when it was too close. and that not to worry it should be good to go before the month was up if not by the end of the week of the XXXX. Then we get a call on the XXXX. to let us know that no we need you to make XXXX payment, XXXX payment plus come up with XXXX in verified funds to make the first mortgage payment to the new loan. We had one week for this and so we did the best we can. there was so much more then this that happened but I am unsure if you want it typed. They ended up saying they needed to extend it again for XXXX then they called today to let us know we did not get the loan because the payment for XXXX was not made on time. It was their fault we were stuck with this and their fault it was extended to this far. We let them know back in XXXX are condition and why and what we were looking for and was told through XXXX, then XXXX its all good just one more thing and we are good to go. They also at one time said find someone to pay your bills so that you can just make the house payment to get it done and not to pay our bills by this time we were so desperate and counted on the close that we did exactly this now we are way late on everything and shut off notices being sent in and now we look at getting are car repoed, things being shut off and coming up with XXXX payment with nothing in the account. It is their fault it was a day by day we need this or need that and when asked why we just did not get a list of what they need we were told that its because they dont need all that most the time so they do not believe in sending out this list. 
This company works on a message board that you are told to log in at least once a day to see if there is anything else that is needed or any updates to the loan process. I have printed out the whole message board along with all documents send in and the time frame of it sent in to them along with the loan details and the debts to be paid off. I also have all E-mail corrispondence kept from them that shows we started at least on the XXXX of XXXX. I also have phone dates and times from are phone company kept for the conversations that we had that was just phone related and not on the message board. I also have my bank that I talked to along the way that I believe I can get a letter stating what I had told them while getting things printed out. By the way when I did go in to get bank statements printed out and they said they needed XXXX bank statement one of the loan officers told me when I asked what am I to say to them because they can only print it out like I printed it out for you, I was told to tell them nothing and just say its a personal matter. If you need this information I can copy and send it in to you let me know please.

Company response to consumer: Closed with explanation