Consumer complaint received 11/16/2015 about Mortgage (Conventional fixed mortgage) with QUICKEN LOANS, INC. (HI).
Issue: Application, originator, mortgage broker

Complaint: On or about XXXX XXXX, 2015 I called XXXX XXXX at Quicken Loans in order to do a HARP refinance. I was assisting my husband in the process and he confirmed with all concerned that it was ok for me to speak on his behalf. XXXX told me he was licensed in the state of Hawaii and he would assist in the process. I was told he could do a HARP loan at a rate of 3.375 % for a 15 year mortgage term, no closing costs and no appraisal. He explained that we did not need to have an appraisal and that if anything all they would need to do is drive by and make sure the house was standing. He also said he could probably close the loan in 21 days. I submitted everything when asked documentation wise and even more than what was asked as I had my proof of income included, plus documentation that the house I own is rented and a signed rental agreement as proof. The first issue was we did need an appraisal, XXXX XXXX from XXXX came to our house and did a full appraisal, lasting at least an hour. We were charged XXXX for an appraisal we were told we did not need. Not only that after being told the appraisal was not available to us for almost a month, it turned out they cancelled this appraisal and we ended up having someone else come to do another. Luckily, my brother is a XXXX in XXXX XXXX, Ca. and he was able to decifer the XXXX Good Faith Estimates we received, all with different figures and even showing rate buy down fees, that we were not informed of. We were 43 days into the process and we were told that our docs could not be issued as they did not have a good enough picture of our bathroom. After hearing this I was able to make a call to our second appraiser and ask him to get a better set of pictures for our bathroom so we could be provided our loan docs, he took care of this that day. Quicken pulled credit on my husband 3 times, charging us twice XXXX total. My brother explained that they could have done a refresh and therefore my husbands credit would not have dropped so low, XXXX to XXXX the lowest recorded. On the XXXX day into the loan process we were told that my husband did not qualify for the loan and was short income by 6 %. I explained to XXXX in the beginning of the process that we go on vacation and I did not want them following us around while on vacation. We were told by XXXX XXXX that the only way to proceed at this time was to do a 20 year loan for 3.75 %, I asked for a couple of hours so my husband and I could discuss it and I also wanted to run this by my brother, who has been doing loans for 25 years. I phoned XXXX XXXX and told him we basically were baited and switched. He explained that the reason was because they received documentation back from the IRS and that is probably why. He told me the new loan amount would be based on a raye of 3.875 %, I said I just got off the phone with XXXX XXXX and he told me 3.75 % .XXXX told me he would call XXXX and ask why the rate offer was so different from XXXX hour before when he quoted me 3.75 %, XXXX said he would make a call to XXXX and find out why. I was told by XXXX that XXXX did not know we were told there would be no closing costs and he actually was going to charge us XXXX for closing. I had brought XXXX XXXX into the process as he was XXXX XXXX team leader. We were so far into the process at this time, I felt that we should move forward. So, 80+ days into the process and we were finally told we could sign XXXX/XXXX/2015. XXXX XXXX, 2015 was our final 3 days of our right to cancel and they told me they could not fund the loan because they did not have a hard copy of our marriage certificate. I offered to send it XXXX/XXXX/2015, I was told it was not needed and provided an email to all concerned showing this conversation with XXXX XXXX at the title co.

Company response to consumer: Closed with explanation