Consumer complaint received 2020-08-10
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Rocket Mortgage, LLC (CA)

Since my mortgage loan is currently with Quicken Loans ( QL ) refinanced in XX/XX/XXXX, I decided to contact the same loan officer, XXXX XXXX. I figured that this is just straight refinancing down to 15-year from the 30-year loan I currently have, and to have lower interest rate - from 3.99 % to 2.5 % ; thinking that itll be faster to processed since this is just refinancing the same condo and Ive been employed with the same XXXX XXXX  for 7 years. On XX/XX/XXXX, I had my initial phone conversation with XXXX XXXX where I asked him about the rates and he mentioned that its at 2.5 % and that since Ive refinanced with QL four ( 4 ) years ago, hell be getting me a discount with the closing cost and stated that itll take about a month to a month and a half, and well work it where it will be locked in at 2.5 % interest rate. XXXX requested a {$400.00} deposit which is for the appraisal fee ( ATTACHMENT # 1 ), in which I provided him my credit card information ; XXXX mentioned that the appraiser will be contacting me to schedule the appraisal within a week. Im requesting for a refund of the {$400.00} since on XX/XX/XXXX, via text, XXXX responded that they were able to waive the appraisal. XXXX mentioned that I was to make my XXXX and XXXX mortgage payment, and will be skipping a month or two of mortgage payments, and most likely be making my first payment with the new loan in XXXX XXXX. 

I will be attaching copies of email correspondences which correspond with the Chronology of Events, and some loan documents which will include Closing Disclosures and other pertinent documentation. I do have text correspondences with XXXX and XXXX on my XXXX that Ive tried to forward to my email address or save it so I can print and include them with my complaint ( but unable to figure it out ; but I do have the texts and voice mail message received on my XXXX which have dates - in case its needed ). 

Ive had a lot of complaints thats been ongoing from the beginning that I started with this loan refinancing which I listed below. I just figured to just ignore them at first since Ive invested too much time with process, and I figured that I should be getting close to completing the loan. But, the past three ( 3 ) weeks has been far more disturbing ; it just went from bad to worst, which has really caused me a lot of distress due to humiliation, a lot of sleepless nights, and not wanting/dreading to talk to XXXX again. 

An employment verification was processed on XX/XX/XXXX with XXXX XXXX, Transactions Manager. A month and a half later, on XX/XX/XXXX, which is 2 1/2 months from the time the loan was initiated , XXXX XXXX with the Employment Verification Team at QL requested XXXX XXXX to review the attached verification of employment request, to fill out, and send back as soon as possible. Upon receipt of the employment request, XXXX XXXX contacted me to confirm that Im still working with QL for my refinancing since she remembered processing one a month and a half ago. I mentioned to her that I thought Ive been approved, too, since QL have sent me at least three ( 3 ) emails of the payoff amount with the current loan, along with Closing Disclosures, and have also received an email on XX/XX/XXXX from XXXX XXXX, Title Clearance Analyst, regarding clearing the Title and ready to close ( ATTACHMENT # 2 ). 

I received an email from QL the afternoon of XX/XX/XXXX stated, Congrats! Your loan is conditionally approved '' ( ATTACHMENT # 3 ). 

The following day, Friday, XX/XX/XXXX, I received a phone call from XXXX right at the end of my lunch break which was almost XXXX XXXX. XXXX stated that I am not getting approved because I am furloughedthat I am not working ; therefore, will not be getting a paycheck. I tried to explain to XXXX that all XXXX employees are getting around 10 % pay-cut for the next couple of years. ; but, XXXX wasnt listening and just kept telling me that Personnel stated that Ive being furloughed. I was so shocked, humiliated, and dumbfounded because of his tone and accusations which made me feel like I was a liar. No use trying to explain to him since I felt it was a one-sided conversation so I finally told him that I will forward an HR Memo that talks about the pay-cut, which I did ( ATTACHMENT # 4 ). 

I ended up sending an email to XXXX XXXX and my current supervisor, XXXX XXXX, to let them know that XXXX  telling me that Im not getting approved because Im furloughednot working and will not be getting a paycheck XXXX XXXX called XXXX where she was provided a phone number to call ( ATTACHMENT # 5 ). 

Since XXXX XXXX XXXX worked on Friday, XX/XX/XXXX, she sent an email on Monday, XX/XX/XXXX at XXXX XXXX, to XXXX XXXX, who she corresponded with the requested for employment verification on Thursday, XX/XX/XXXX, and ccd me. XXXX XXXX stated that she faxed her ( XXXX XXXX XXXX the re-verification request on Thursday, XX/XX/XXXX within one hour of receiving it. After faxing the form, XXXX XXXX called and left XXXX XXXX a voice mail message explaining what it means to be on furloughed when working for the XXXX, that it only meant the employee for a limited amount of time receives a small cut in pay ; she urged XXXX XXXX to call if she did not understand the information that was faxed to her or if she didnt understand the voice mail message she left her ( ATTACHMENT # 6 ). 

Upon being ccd the email that XXXX XXXX sent to XXXX XXXX, and finding out what happened with the employment verification, I text and emailed XXXX on XX/XX/XXXX, requesting for his supervisors contact information. I was so shaken up that I didnt want to deal with XXXX anymore, and wanted to file a complaint. Upon receipt of the XXXX response with providing me XXXX XXXX, Director, contact information, I left a voice mail message and briefly explained the reason I was calling, stating that Ive been working with XXXX XXXX since XX/XX/XXXX, and that we're going on 2 1/2 months for just a refinancing of the same condo thats currently also with Quicken Loans, and that duplication of the same documents being requested from me ; and left my name with the contact information. 

Within five minutes, my phone rang and I see XXXX  name on the caller ID, so I didnt answer the phone. When I listened to the voice mail message, it stated that it was XXXX XXXX returning my phone call, which I was shocked why would he be calling from XXXX phone. Within a minute or two, I called XXXX XXXX phone number which he answered within one ring, so it made me uncomfortable thinking if he in the same room with XXXX. I reiterated to him the same message that I left on his voice mail. XXXX XXXX started explaining that all loan processing has been taking longer due to the Pandemic ; stating that hes worked for the company for 10 years and they are rated high with good reviews ; etc I, then mentioned that aside from the delays, I was being requested of duplicate documents that Ive already provided, and that at least three times, I had text/emailed XXXX following up after a couple of weeks since I havent heard anything from QL, and wanted to get a status ; thats is when XXXX would request for me to submit another document. We went back and forth discussing the same issues as to why its taking so long to process my loan, where it got to a point where I wondered if I might be talking to XXXX himself, since it got to the point that were both yelling at each other. My intention of contacting him to file a complaint against XXXX, wasnt going anywhere since all he did was defended XXXX ; at that point I felt I was no match with me working against the two of them, and I couldnt believe this was a supervisor I was talking to. I got to the point of telling XXXX XXXX that this loan has taken too long that I should just go some place else ; he responded by saying we are closing really soon and asked me if I wanted to cancel the loan, and that he will cancel it ( which sounded more of a threat ). I then asked him if Im closing at 2.5 % interest and he stated yes. I reiterated that I just couldnt believe that its taking this long to process a straight refinancing ; out the blue, XXXX XXXX tells me that its taking so long because Im furloughed and asked me sarcastically if Im still working. I was in shocked, dumbfounded, and felt humiliated once again since I figured that XXXX XXXX ' email that was sent that morning at XXXX XXXX. have already clarified their misconception of what furlough is with the XXXX. After XXXX XXXX made that statement, I just ended the phone call because I was shaking like a leaf and was in tears. 

Within a few minutes after ending the call, XXXX XXXX text me stating, XXXX this is XXXX from QL. I am escalating this to our Vice President ( VP ). We are going to try and get this closed asap for you. The phone cut out but I want you to know I have your back. 

The following morning at XXXX XXXX, XX/XX/XXXX, I responded to XXXX XXXX text and requested for him to provide me his email address since I was still in shock and wanted to confirm that it wasnt XXXX that I talked to the day before. Upon receipt of his email address, I requested for him to confirm our phone conversation of the day before that I am approved, with the loan locked in at 2.5 % interest rate for 15-year loan, and requested for him to provide an estimated date of closing the loan. XXXX XXXX responded stating, As of today we have you approved conditionally for the 2.5 % which we locked in. I escalated your loan to the VP of Communications and we are working to close your loan. The loan status went from Conditionally Approve to Final Sign-off which is the last step before closing. I do not have a date for you but we should be scheduling closing and day now. ( ATTACHMENT # 7 ). Up to this date, XX/XX/XXXX, the VP hasnt contacted me. 

From Sunday, XX/XX/XXXX through Thursday, XX/XX/XXXX, which is the week Im supposed to close, while on the QL site, the message maintenance service some with time stated, kept coming up. During those days that Im on the site, it kept saying Chat is not available ; when I clicked on email - nothing happened ; Ive typed at least a dozen lengthy messages ( all different times throughout the day and middle of the night ) over the five ( 5 ) days mentioned, only to find out that it wouldnt send ; stating Something went wrong, the folder was moved, etc ). it wouldnt let me print the Closing Disclosure that XXXX XXXX, Closing Team, downloaded on XX/XX/XXXX, where I had to pull the last Closing Disclosure dated XX/XX/XXXX and wrote the new figures from the XX/XX/XXXX ( ATTACHMENT # 8 ). This was so frustrating since how am I supposed to close without being able to review the documents that Im supposed to be signing during closing. As much as I didnt want to deal with XXXX anymore, it left me no choice but to email XXXX. 

On Wednesday, XX/XX/XXXX, I emailed XXXX and mentioned the problems Im having with their site ( all the ones I mentioned above ), and that I didnt have any choice but to send him an email. I mentioned that there were discrepancies on some of the figures where upon review of the Closing Disclosures dated XX/XX/XXXX and XX/XX/XXXX, Section A 01, the amount for the Points went from {$3900.00} to {$4400.00}, which is a difference of {$490.00}. I also questioned that the payoff amount on Section K - Total Pay-offs and Payments doesnt seem to reflect the {$1200.00} payment I made on XX/XX/XXXX ( ATTACHMENT # 9 ). 

XXXX called me within minutes upon receipt of my email, stating that he hasnt had or heard of anybody else having problems with the QL sitethe tone on how he said it made me feel that hes insinuating that its operators error, which was very belittling. In response to the discrepancies on the figures/amount, for at least four ( 4 ) times, XXXX kept telling me that the figures on the Closing Disclosures compared to when we started the loan has been actually lower ; so, he wouldnt answer the question on the cost of Points that I brought up on the email I sent him. I kept asking him about the cost of Points, and he finally told me that he didnt have a chance to look at it. I couldnt believe that since he must have looked at something with him making the statement at least four ( 4 ) times, The figures on the Closing Disclosures compared to when we started the loan has actually been lower. 

During the phone conversation, XXXX gave me an ultimatum at least three ( 3 ) times that the amounts can be revised but it will mean delaying the closing. I told him that if the Closing Disclosure cant be revised before my closing appointment scheduled on Friday, XX/XX/XXXX, to just go ahead and cancel my closing appointment ( ATTACHMENT # 10 ). I told him that Im not willing to go through another delay ; its been almost 90 days from when we started this loan which is a simple refinancing on the same condo and Im still employed with the same XXXX. In response, XXXX, told me at least a couple of times that its because of my furlough which he implied is the reason why this loan is taking so long. The phone conversation I had with XXXX  supervisor, XXXX XXXX, on XX/XX/XXXX, when I complained about this loan taking so long, also made a statement implying that its because of me being furloughed ; the furlough issue only came up the previous week, which was XX/XX/XXXX.. 

By the following day, XX/XX/XXXX, XXXX sent me an email stating, There was a mistake with the costs going up. If we make the change to reduce the costs will you want to close the loan? ( ATTACHMENT # 10 ) Upon checking the Closing Disclosure XXXX just downloaded, it was still the same one that was dated XX/XX/XXXX ; I wondered if XXXX thinks Im that stupid that I wouldnt notice that its still the same document from the XX/XX/XXXX. In response, I requested for him to cancel the Closing Appointment. Within minutes, I also received an email from the XXXX XXXX, Notary Agent, that I have an appointment with and was asking for directions and I responded that I had already requested for XXXX XXXX to cancel the appointment ( ATTACHMENT # 11 ). 

On Wednesday, XX/XX/XXXX at XXXX XXXX, I received a missed call from QL and the voice mail left stated, Since you are closing tomorrow, I need you to call your employer and give them this phone number for them to call for employment verification???? On the afternoon of XX/XX/XXXX, I received an email from QL of a conditional approval ( ATTACHMENT # 3 ) ; by the following morning on XX/XX/XXXX, XXXX called me, stating that Im not getting approved because Im being furloughed and is not working ; therefore, I dont have an income ( ATTACHMENT # 5 ). On XX/XX/XXXX, I was told by XXXX XXXX that the delay is because Im furloughed and asked me sarcastically if Im working ; then the following day, XX/XX/XXXX, XXXX XXXX confirmed that Im approved and closing at 2.5 % locked in rate ( ATTACHMENT # 7 ). I was scheduled to close on XX/XX/XXXX ( ATTACHMENT # 11 ), which I cancelled due to phone conversation and email correspondence I had with XXXX. Then on XX/XX/XXXX, QL needed ANOTHER employment verificationare they for real? They probably still dont believe the email in reference to what furlough is with the XXXX that they received on XX/XX/XXXX from XXXX XXXX, that is why they wanted another employment verification. 

Quicken Loans misconception of me being furloughed as being let go and no longer work for the XXXX  is not right. Even after XXXX XXXX explanation dated XX/XX/XXXX, up to this date, XX/XX/XXXX, I have NOT received any apologies from either XXXX or XXXX XXXX ; instead, they continually/repeatedly made sly remarks/comments about me being furloughed along with sarcastically asking me if Im still working with the XXXX, also implying that me being furloughed is what has caused the delays. 

My other complaint ( aside with XXXX XXXX and XXXX supervisor, XXXX XXXX ( Director ), I also wanted to file a complaint against XXXX XXXX ( from the Closing Team ). As I mentioned above, from XX/XX/XXXX, when I first received the email to schedule my closing, up through Thursday, XX/XX/XXXX, due to maintenance service ( off and on ) of QL site, I was having problems with opening downloaded documents so Im unable to review the 100+ pages that Im supposed to be signing with the scheduled closing. Out of desperation where I cant send messages on the board or do a chat, I ended up calling the phone # posted for the Closing Team at XXXX XXXX on Monday, XX/XX/XXXX, which I was on hold for over two ( 2 ) hours, which I also mentioned to the gal who finally answered my call. I inquired what the process is for the signing at the time of closing and asked if I can have the 100+ page document prior to the closing since I wanted to have a lawyer review it which is what I did four ( 4 ) years ago when I refinanced with QL. Obviously, things have changed due to the pandemic, and so I wanted clarifications on the closing process. This gal sounded irritated and was just plain rude with whatever questions I asked of her, where she wouldnt give me an answer. All she kept saying was to schedule an appointment for closing. After providing her a date when Im available which is Wednesday, XX/XX/XXXX, she finally told me that she will be downloading the 100+ page document and I should be able to access it within half hour ; and have my lawyer review it prior to my appointment on Wednesday. I then told her to change the appointment to Friday, XX/XX/XXXX, since I needed to have more time to provide it to my lawyer for review. I asked her for her name and she said it should be on the email when she downloads the documents for closing, which wasnt there. I asked XXXX on XX/XX/XXXX ( ATTACHMENT # 9 ), who the gal I talked to from the Closing Team and he provided me XXXX XXXX name during our phone conversation. 

The other complaints I have are the following : 1. ) The time frame of this loan taking so long with now going over 90 days ( 3 months ) and same documents being requested when Ive already submitted them the previous week or two ( ATTACHMENT # s 12 & 19 ). There were a few times that I logged on to the site and theres a document I needed to accept ; but once I clicked on it, a message pops up stating, Thank you for reading it ; its now moved to the completed tab ; once I checked the completed tab, theyre nowhere to be found ; the latest document I see are at least a week older. I brought this up to an email I sent XXXX on XX/XX/XXXX ( ATTACHMENT # 17 ). 

On XX/XX/XXXX, the week that Im to make an appointment to closed, after logging on, there was a couple of documents that I needed to accept, I click on one and all I saw was Intent to Proceed, then it disappeared stating, Thank you for reading and its now moved to the completed tab. There were supposed to be a couple of documents and all I saw was one, which disappeared before I can even read it. Upon phone conversation with the closing Team, XXXX XXXX, the following morning, I asked her where the completed tab is, to make sure Im looking at the right tab and she confirmed that Im looking at the right tabI then told her that the two documents that came in the previous night werent there, which she checked and she didnt find them either. 

2. Once I've submitted a document requested of me, I get an email stating thank you for providing us the document ; we have everything we need, and providing me the pay-off on my current loan. After a couple of weeks, I had sent follow-up texts and/or emails to get an update and that is when they would request for something they neededlike they needed it yesterday ( ATTACHMENT # 17. 

Please see the chronology of events below : XXXX : Initial phone call with XXXX XXXX and initiate application for the refinancing. 
XXXX : Text copies of W2 Form and XXXX monthly paystub ( its the last paystub I received prior to me starting XXXX  on XX/XX/XXXX ). I requested for XXXX to delete the photo of my W2 Form off his phone since it has my SSN #. 
XXXX : Was asked to provide a copy for the XXXXXXXXXXXX  XXXX and a more recent paystub which is due XX/XX/XXXX. I forwarded the email with the Certificate  of Liability Insurance from XXXX XXXX to XXXX ( ATTACHMENT # 12 ). 
XX/XX/XXXX : I made a special trip and drove in to work to just pick-up a couple of paystubs which were in my mailbox ; scanned and emailed it to XXXX. 
XX/XX/XXXX : I text XXXX and mentioned that I had text him on XX/XX/XXXX the XXXX and XXXX paystub. I followed-up on the appraisal since its been over a week and I havent received a phone call to schedule the appraisal. XXXX responded via text and stated, It actually looks like we were able to waive the appraisal for you once the loan got in process which is great news. At this point we are awaiting on verifying your employment. XXXX provided me the phone # to call, where I called and talked to XXXX ; provided him Human Resources Branchs ( HRB ) supervisors email address for XXXX XXXX. XXXX spelled it back to me and I confirmed that he got it right. 
XX/XX/XXXX : I received an email which I logged on and it stated that they have everything they needed and a document of payoff of the current mortgage loan ( ATTACHMENT # 12 ). 
XXXX XXXX a.m. ) : I text XXXX and told him that the last notification I received was on XX/XX/XXXX stating that they have everything they need ( ATTACHMENT # 13 ). I stated that I started the loan application on XX/XX/XXXX and were already on XX/XX/XXXX, and inquired that we were shooting to complete/close the loan in a month to reassure that Im locked in the the 2.5 % interest rate. XXXX responded, We will be able to close on the 2.5 % interest rate for you. It looks like we still need to verify employment and the XXXX XXXX  ( ALREADY SUBMITTED ON XXXX UPON FIRST REQUESTED ), and was provided a phone # to call. 
XXXX ( XXXX. ) : I contacted the Verification Team and talked to XXXX. I told her that the XXXXXXXXXXXX  Insurance was already emailed to XXXX on XX/XX/XXXX, which she confirmed that she has it ( ATTACHMENT # 12 ). I told her that I had talked to XXXX on XX/XX/XXXX with providing him XXXX XXXX email address. XXXX informed me that an email was sent for employment verification to XXXX. I then had email correspondences with my employer 's HRB - XXXX XXXX ( current supervisor ) and XXXX XXXX ( Transactions manager ) ( ATTACHMENT # 14 ). 
XXXX : I text XXXX to let him know that it was a good thing that I followed-up the day before, which is the only way I found out that theyre having problems with employment verification ; I told him that I notified my employer. 
XX/XX/XXXX : XXXX text XXXX to get an update and stated that were getting too close to the 45 days and I wanted to make sure it closes within that time frame. XXXX instructed me to contact the Processing Team, which I did and had a phone conversation with XXXX ; XXXX stated that it will be forwarded to the Closing Team, and the Closing Team will contact me. 
XX/XX/XXXX : I received an email which I had to logged on and it was a 4-page Loan Estimate, which I didnt agree with the figures ( ATTACHMENT # 14 ). Since it was on a Saturday, I waited until Monday and called XXXX. 
XX/XX/XXXX : I had a phone conversation with XXXX and stated that I didnt agree with the amount on the Loan Document. XXXX apologized and stated that it was a government document and it wasnt accurate. He sent me a 1-page Heres how your numbers work ( ATTACHMENT # 16 ). XXXX stated to go ahead accept the other one I received on XX/XX/XXXX. I told him that the document stated rate lock until XX/XX/XXXX, which is the following Monday. He said not to worry that I will be locked in at 2.5 % since it could go beyond the date since most loans are taking longer to process since most of them are teleworking and its understandable and they put that into consideration. 
XXXX : I emailed XXXX and stated that its been two ( 2 ) weeks since I accepted the government document that he wanted me to accept. Upon apologizing, he instructed me to accept the Interest Rate Disclosure. Upon clicking on the document, all I saw was a message, Thank you for reading. This message is now in your completed tab. I told XXXX that this had happened a couple of times where I never saw the document and it stated, Thank you for reading, its now moved in your completed tab ; yet, upon checking the completed tab, those documents are nowhere to be found. After couple of hours, XXXX apologized again stating that they were able to clear that item on their end ; I was never provided a copy of that document that theyre supposed to have cleared XXXX ATTACHMENT # 17 XXXX. Three ( 3 ) hours later, I was told that they need a current paystubthat a paystub dated within 30 days of closing is required. I told XXXX that if thats a requirement, why didnt he mentioned that to me when I provided him the XXXX & XXXX paystub on XX/XX/XXXX, which has been at least over a month and a half ago. I, too, have been XXXX and the last time I was in the office was XX/XX/XXXX, when I picked up those couple of paystubs. I also just found out that there was a Human  Resources Memorandum from the XXXX XXXX XXXX ( XXXX ) stating that due to the Governors State of Emergency with Covid-19, XXXX is temporarily suspending the printing of direct deposit advices, which Im currently on Direct Deposit. I emailed XXXX a copy of the HRB XXXX Memo ( ATTACHMENT # 18 ). 
XXXX : I was able to figure out how to get a copy of XXXX Paystub and emailed it to XXXX. 
XXXX : I received a voice mail message requesting for me to submit a copy of a Billing Statement from the Homeowners Association ( HOA ). I returned the phone call and end up talking to XXXX and asked where Im supposed to send the copy of the Billing Statement ; I was given an email address and forwarded the copy and requested to acknowledge receipt ( ATTACHMENT # 19 ). 
XXXX : I received an email acknowledging receipt of the Billing Statement for the Homeowners Association that I emailed the previous day ( ATTACHMENT # 19 ). 
XX/XX/XXXX : I received an email where I had logged on and the request was for me to provide them AGAIN a copy of the Billing Statement from the HOA. I forwarded the email that I sent on XX/XX/XXXX, along with the acknowledgement of receipt I received on XX/XX/XXXX. I commented that the problem is that they have so many different people working on the same loan and that the right hand doesnt know what the left hand is doing ( ATTACHMENT # 19 ). 

Another request was a copy of a billing statement from XXXX which shows my balance. I responded with providing forwarding them a copy of the approval of a credit card dated XX/XX/XXXX. I explained that my washing machine broke on XX/XX/XXXX and upon finding a replacement at XXXX, I was offered to open a credit card that offers rewards cash back. I applied but while completing the application, an error popped up and didnt think it went through ; so I went ahead and used my XXXX Mastercard to purchase the washing machine. Up to this date, XX/XX/XXXX, I still have not received the credit card which stated that the card should come in 7-10 days upon approval ( ATTACHMENT # 20 ). 

At this point, processing this refinancing loan is going on 70 days from when I started the loan ; this is also the same condo that I refinanced with QL four ( 4 ) years ago. I felt that not only have theyve been dragging in processing this loan ; theyve requested for the same document, and also questioning of a credit card that I have not received or used. At that point, I started getting paranoid that QL is trying to find an excuse not to approved the loan since they dont want me to go through this refinancing since they will be losing {$100000.00} since the current loan is for 30 years with 4 % interest rate. 
XX/XX/XXXX : I received an update on the refinancing which stated, Thanks so much for getting us all the documents and info so far for your refinance. We appreciate your help. Although we dont need anything from you right now, we wanted to let you know were working hard to wrap thing up so you can schedule your closing ( ATTACHMENT # 21 ). Once again, Ive heard the same statement over a month ago with having everything that they needed and had provided me the pay-off of the current loan. 
XX/XX/XXXX : I received a phone call from XXXX XXXX ( same manager that did the employment verification on XX/XX/XXXX XXXX. She was surprised and wanted to confirm that Im still working with QL on the refinancing of my condo. 
2Within half an hour from the phone conversation I had with XXXX, I received an email from QL which stated, " Late fees hit tomorrow ; payment must be received by XXXX XXXX XXXX to be applied the same day '' ( ATTACHMENT # 22 ). I left a voice mail message to XXXX requesting him to return my call as soon as possible since I just received an email stating that I will be charged late fees {$48.00} if they dont receive a payment that day ; stated that hes told me when we initiated the loan that I will be making XXXX and XXXX mortgage payments, and will be skipping XXXX and that the new loan will probably start in XXXX. XXXX responded via email the following day ; but Ive already made the payment since I didnt hear from him that day and didnt care to pay the late fees. Ive been making mortgage payments for the past 14 years and never once did I have a late payment.