Consumer complaint received 2016-05-16
Product: Mortgage — Conventional adjustable mortgage (ARM)
Issue: Application, originator, mortgage broker — 
Company: Rocket Mortgage, LLC (HI)

In XXXX XXXX I applied for a mortgage refinance 5 year ARM from QuickenXXXX. The process of getting their loan meant that I had to deal with numerous inconvenient calls at all hours of the day from XXXX plus company team members, causing hassles, confusion and doubt. Most times I received a recording when returning a call, even when calling back within 5 minutes. After an arduous 3 1/2 month process, it was ending. I signed the loan documents and they were notarized on XXXX XXXX, XXXX a.m. I found the company 's Right To Cancel ( rescission ) forms gave me the option to rescind within the three days after I signed. Considering what I went through, I decided to rescind that same afternoon and immediately FAXED the company 's forms using the FAX number provided attention to the " Director of Accounting '', as indicated. The FAX did not go through and gave a " line busy '' error message, " make sure the recipient 's FAX machine is ready to receive FAXes ''. I called the company and got their recordings. I searched for the phone numbers in the loan documents and online, as no phone # provided on rescission form. When I finally connected with a Quicken staff, he did not know the number for the Director of Accounting. Concerned, on XXXX/XXXX/XXXX one day after I signed, I mailed the Right to Cancel forms USPS certified, return receipt. The next morning XXXX/XXXX/XXXX, day two after I signed, I emailed the company their FAX number was not working and requested assistance to rescind. I added I mailed the forms postmarked XXXX/XXXX/XXXX and provided the USPS tracking number, but I still wanted to fax to expedite. I asked the company to email a working fax number. On XXXX/XXXX/XXXX Instead of giving me the fax #, the company emailed they would refer me to another team member. Then I received a phone voicemail with their office and cell # 's to call back, no FAX number provided, and no one picked up when I called back a little later. I left yet another phone message and email requesting assistance to rescind. By XXXX/XXXX/XXXX XXXX I received a phone voice message with a fax, but it was the same bad FAX # and too late deadline passed. Then I received an overnight mailing/letter dated XXXX/XXXX/XXXX from the company saying that THEY were canceling the loan, adding insult to injury. I emailed them, received an apology by the name on the letter stating letter sent in error w/ acknowledgment I am the one rescinding the loan. Finally I noticed my personal XXXX account webpage posted a new mortgage debt posted the amount of the rescinded QuickenXXXX refi loan. I immediately emailed the company informing them of their error and asked them to please remove it. After an exchange of emails, the company said that the new Quicken debt had been posted because they had not received a copy of the rescission request within the 3-day window. This was incorrect. The instruction on the forms stated I could fax or mail w/postmark before the deadline which I did and notified them. Furthermore, Quicken did not assist me in submitting my rescission in a timely manner. Their actions added greatly to my distress and the ongoing stressful state dealing with them. After explaining and explaining the company finally acknowledged their error, but added that they did n't know how long it would take to remove the new debt from my personal XXXX account page. My hope is with this communication, fair practices and protection for all consumers.