Consumer complaint received 2018-07-25
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Rocket Mortgage, LLC (FL)

I contacted Quicken Loans on XX/XX/XXXX to enquire about the Natural Disaster forbearance options available. ( Transcript provided to me by QL attached ). The agreement that was communicated was that no interest would accrue during the 3 month period that I would not have to pay my mortgage. That my balance would be frozen. I continued to pay my escrow during this time because property taxes and homeowners insurance still have to be paid of course. At the end of the 3 months, we would set up the continuation of the mortgage and that options would be available to choose from at that time. I chose to start a new 40 year mortgage at the rate of 4.00 %. My understanding is that no interest would be added to the UPB, because that was the agreement and what was explained to me. 
I reached out to QL monthly to make my payment over the phone as I was not allowed to pay online at this point. I continued to ask the progress and was told it was still in the works. I also asked a few times about the balance that was showing, at times it did not look correct, but the XXXX from what it was in XX/XX/XXXX was still reducing. I was told that it was because we were in the middle of the modification and it would be corrected when finalized. I continued to contact them at the start of the month and make payments over the phone. 
On XX/XX/XXXX, I contacted Quicken loans to again proactively schedule payment as modification was still not completed. And again was told it was still in process but expected to be complete within a few weeks. 
On XX/XX/XXXX I received a text from QL ( image attached ) telling me I can get back on track. Get on track? I just talked to you and scheduled my payment last week. Im totally on track waiting on you. I called Quicken to enquire on this matter and was told that I owe money and need to pay it now. I asked for what and was informed that I had an escrow shortage. I went to the website where there was a link to View Escrow Analysis now no document was available. I was very upset, I have been on top of the matter and always reaching out to make payments while hoping that my modification would get completed and they made me feel like a derelict. They completed a new escrow analysis and immediately told me that I need to get back on track, yet no escrow analysis was available for me to review. 
Around this time, I saw that my UPB had gone up significantly and I asked about that as well. I was told that they added back in the interest from the 3 month period I wasnt paying. I told them that was not the agreement. I was forwarded to XXXX XXXX who said he would check the recorded message. 
I checked my documents again the following week and there was already a late fee of {$55.00} assessed on my account for not paying the Escrow shortage which also shows on the XX/XX/XXXX statement. I had a late fee for an amount that they could not show me a document for the new escrow analysis. 
I finally received the escrow analysis by email from XXXX XXXX on XX/XX/XXXX. In reviewing, they did no analysis, just used last years figures. I was told I could contact the property appraisers office to get a more accurate projected tax bill and have the escrow analysis adjusted. Thank you, but I have no interest in doing their work. My time is more valuable and I will get the difference back in the long run. At this time, they did credit me the late fee and I paid the difference in the escrow shortage. Link was still available on the site and I still could not open an escrow analysis. 
On XX/XX/XXXX, I followed up again with XXXX. He reviewed the message with me and agreed that they had told me that there would be no interest and emailed me a transcript. I stated something along the lines of this sounds like a legal matter. He gave me the address to send a qualified written request. 
On XX/XX/XXXX I submitted a QWR attached - requesting an adjustment to the principal balance to reflect our agreement ( verbal contract ) that  no interest would accrue. They have since denied the request in writing. Documentation attached. 
What is most unnerving about their denial response is the opening where they take a portion of the original mortgage stating that I agree to pay interest through the life of the loan. This is a bully tactic to push me away from pursuing our agreement. We entered into a new agreement in XX/XX/XXXX. Further, they again acknowledge that they agreed that no interest would accrue. But we believe this really meant that no additional interest would accrue???? So, you are telling me that you werent going to DOUBLE CHARGE INTEREST? 

I appreciate your consideration in rectifying this matter.