Consumer complaint received 10-02-2015 about Mortgage (Home equity loan or line of credit) with QUICKEN LOANS, INC. (CA).
Issue: Loan servicing, payments, escrow account

Complaint: I have had an impeccable 10 year history of paying my bills to Quicken Loans HELOC ( I 've always had a very high credit score ). When I received the latest bill, it indicated the previous bill was not paid. The day I read the bill, it was 14 days late. The same hour that I read the bill, I called the billing line to inquire about the situation and to check if there were additional amounts accrued to that bill. I asked the representative on the phone, ( " XXXX '' ), if I could just make the payment in full prior to the next due date and I simultaneously asked him when the late payment would be reported to the credit bureau. He indicated it must be 30 days late for reporting to take place and so we both agreed it would be best if I just make the payment right away. I told him I would just make the full payment ( the 14 day late portion, the small late fee of {$11.00}, and the following months payment that was n't due yet ). He then asked if I would like to make the payment right now on the phone and I indicated that it would not be necessary since the method I have been using to pay the bill for the last 10 years has worked just fine. I also indicated that I would be making that payment when we got off the phone. But before we signed off, he abruptly indicated he wanted to bring another representative on the phone so I could tell him what I just had been discussing with the current rep XXXX. I replied that it was n't necessary to do so but if he wanted to convey the information to that other representative, then feel free to do so. The conversation ended as it began : cordially and politely. 

As I was queuing up my banking website to make the payment as indicated, I got a call from a representative from Quicken Loans 4 minutes later who I assume was the representative that I said I did n't need to talk to. Although he was polite, he had begun to use the word " collection '' and again tried to get me to make the payment over the phone. I was a little irked at that point but still calm and polite and I indicated that I had already cleared this up with XXXX and that I would make the payment by the same means that " has always worked for both me and you [ your company ] ''. However, before we ended our conversation, there was another call from another billing representative ( or perhaps a billing collection representative ) that was trying to ring through on the other incoming line ( it was the same caller ID ) At this point I was taken aback about the aggressiveness of the representatives and use of the word " collection '' when, not only was my bill paying history so good for 10 years, but also that the payment in question was ONLY 14 DAYS PAST THE DUE DATE! 

When we ended our conversation, I had, of course, finished paying the bill through my banking website which was scheduled to arrive to Quicken Loans in two days. 

I got an XXXX # call the next morning. When I answered the phone, it was a call from AN ACTUAL DEBT COLLECTION AGENT! I was not friendly anymore as you can imagine since she was using the language as if she was collecting a debt that was 120 days late. -- '' this is an attempt to collect a debt and any information you provide will be used to collect that debt '', etc. etc. Within that conversation, I asked several times if she had reviewed my 10 year payment history before she called me. She would not answer. I reiterated that that one payment was only 15 days late. She said I owed some lesser amount just cure the debt and I indicated I already paid the full current balance. I told her that the company did n't call me on this, but rather I CALLED the company to make sure I got " the right amount of dollars and cents out to you when I paid the bill ''. 

She would not hang up the phone because she was using collection tactics, again, on somebody who was only 15 days late for the first time in 10 years who had already initiated communication! 


XXXX

Company response to consumer: Closed with explanation