Consumer complaint received 2017-12-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Rocket Mortgage, LLC
State: MI

Complaint narrative:
In early XXXX sometime around XXXX XXXX, XXXX a representative from Quicken Loans contacted me about refinancing our existing FHA loan. I advised the loan officer I was working with another lender and told them unless they were able to beat that lenders rates we were n't interested. I had previously been turned down by Quicken Loans for not meeting their criteria ; however, was told they had new programs available which I was assured I qualified for. The lender checked my qualifications and advised me I had been pre-approved through underwriting for the refinancing option at a much better rate than the lender I was working with. I questioned the loan officer at Quicken Loans about the approval because I had been told by the other lender that the only way to qualify for the refinance with FHA would be with the other title holder. The loan officer assured me Quicken has additional options because they are the # 1 FHA lender in the country so they have programs others do n't have. Based on their assurance and approval from underwriting I agreed to forgo using the other lender and pursue the loan with Quicken, who collected {$400.00} as a good faith deposit to use them for the loan and lock my rate until XXXX/XXXX/XXXX. Over the next couple weeks I provided all requested documentation and awaited my closing date. I was contacted by a " Solution Consultant '' on XXXX/XXXX/XXXX who advised me there was issues with my loan and they were working on alternative solutions. Today, XXXX/XXXX/XXXX, I learned there are not any reasonable alternative solutions and they charged my credit card {$400.00} for good faith when they had no intention on ever doing the loan in the first place because they denied the loan with the same information they used to tell me it was approved. They continue to brag about their XXXX XXXX ratings and everyone over there is some sort of executive but nobody makes decisions or manages the process to ensure they are keeping the promises they make and acting in good faith. Ultimately, I am out my original loan with the other lender because Quicken had me cancel that to work with them, the finance charges associated with the {$400.00} deposit, additional charges I made on a credit card based on being assured the loan was approved and would close within 30 days of the original conversation once I had been assured that I was approved and the ability to pursue a refinance loan with any other lender without causing additional inquiries on my credit causing my score to lower due to being beyond the 45 day window of mortgage inquiries allowed as a one time hit. Quicken has ultimately put me in a bad situation where I have made decisions based on their bad business practices and if I pursue another mortgage my credit will be re-evaluated at the cost of my score lowering based on additional inquiries and taken on additional debt with the presumption that I had intended to have already paid off.

Company response to consumer: Closed with monetary relief