Consumer complaint received 2024-02-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — Fees or costs after closing
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
Between XXXX and XXXX of XXXX I attempted to refinance my primary residence through Quicken Loans/ Rocket Mortgage. Closing documents were brought to my house on XX/XX/XXXX for me to sign. These closing documents did not match the closing disclosure that I had previously been provided. I was told by the person that brought the documents that she could not correct the numbers, but if i sign them I would have three days to cancel the loan if I was not able to get the error resolved. 
On XX/XX/XXXX, I decided to cancel the refinance as this was not the first time mathematical mistakes were made by rocket mortgage in their own favor. Due to this established pattern I was not interested in doing business with the company I could not trust. I sent the notice of cancellation electronically and via mail. I also followed up via e-mail to confirm that the notice was received. The fact of my timely cancellation is not disputed. 
XXXX I received a refund check ( {$4.00} ) for the closing fees from QuickenXXXX attached to a letter that stated No other action is required of you.. That was the last communication I ever received from Quicken and I considered my business with them concluded. 
At the end of XX/XX/XXXX I started receiving documents in the mail such as the released lien on my home and the released note on my loan. I attempted to contact my mortgage servicing company, XXXX XXXX, regarding these irregularities several times In early XX/XX/XXXX, I was finally put in touch with XXXX XXXX VP of Customer Relations, XXXX XXXX. She informed me that quicken had dispersed the funds for the payoff ( even though they were not supposed to ), but they had issued a stop-payment on the transfer. She told me they did not have Quickens money and that the release of the lien and the release of the Note was a mistake by XXXX XXXX. At this point, with my mortgage account having been closed ( and reflected on my credit report ), I was not able to continue making payments. I insisted that a new documents ( new note and a new lien ) be sent to me so that I could sign them and reestablish my mortgage account. 
On XX/XX/XXXX XXXX XXXX assured me that I still had an active loan with them and this would be corrected with the credit reporting agencies and that the title company was working to reinstate the lien. 
On XX/XX/XXXX I was contacted via telephone by XXXX XXXX who said she was calling to introduce herself as Quickens attorney. She made no mention to me of any money that had not been returned to quicken or of any pending lawsuit. When I asked her what does quicken have to do with this? she told me that Quicken were helping XXXX XXXX to fix the mistakes that was caused by their accidental payment. I repeated my request to her, Ill tell you the same thing I told XXXX XXXX : Bring me new lien paperwork and a new note for the previous principal balance, so I can sign them and we can get everything back on track. She told me that's what they working to do and ended the short phone call. 
The next day ( XX/XX/XXXX ) I was served with a lawsuit from Quicken for not giving them their money back, claiming I am somehow responsible for all of this. Not only did they disperse money that they were not supposed to, but they did so without informing me of their mistake, into an account that I do not control. There was no attempt made by Quicken to resolve this prior to seeking the courts intervention, or to mitigate damages. 
Quicken also claims to have paid about {$1200.00} to my homeowners insurance that had already been paid the month prior. Not only was I not party to this or any other financial transaction with quicken, but even if I had not cancelled refinance, the there was no reason that they should have been sending money for homeowners insurance when it wasn't due again for 11 months. Furthermore, the following XXXX I was billed again for homeowners insurance ( from my insurance company ). This means that there was no overpayment credit remaining in the account from any ( claimed ) extra payment the year before. Due to an absence of communication for this and other unrelated issues, I did not continue business with farmers homeowners insurance ; I changed companies the following year ( XXXX ). 
To date, the only money I have ever received from Quicken is the {$4.00} that was refunded to me from the closing costs in XXXX of XXXX. 
After finding out about the lawsuit, I attempted to log into my XXXX XXXX account only to find that my access to my own mortgage account had been removed. I have not gotten any response from XXXX XXXX since I was served with the lawsuit. 
Over the next several months quicken continued attempts to circumvent my right to cancel my mortgage ( refinance ) with them. Every offer they presented to me included me paying more money to them than what my principal had previously been. They refused to pay for any attorneys fees or damages that were result of their negligent dispersal. Not only did they attempt to take more money from me with every offer but many of them required that I allow them to incorrectly report my mortgage as delinquent to the VA even though I had never had an account with Quicken, nor had a late payment for the entirety of my mortgage with any other mortgage servicer or lender. 
Not only was that requesting that my loan be reinstated before I ever knew of quickens involvement or the lawsuit, but I repeatedly offered to pay quicken the amount that was paid off on my home minus the damages that were caused by the mistake that they made. Quicken refused all of my counter-offers. They continued to claim that it was somehow my job to chase down the people they gave money to and get it back for them. 
I also had money go unaccounted for as a result of Quickens interruption of my mortgage account. The balance of my escrow account was never returned to me or applied to any of the costs that the escrow was for ; it just disappeared. In XXXX (? ) I was reviewing the documents that I provided to the plaintiffs attorney, XXXX XXXX, for discovery. I found that the money I was missing and some of the money quicken was missing was taken by XXXX XXXX and reported to the IRS as interest paid during the year. When I contacted XXXX XXXX to let him know where his clients money was, his response to me was if XXXX XXXX has your money, you need to take it up with them. It seems the same rules dont apply to all of us. 
Now, due to quickens negligence and XXXX  XXXX fraud regarding the application of that negligent payment, I have an unjust judgment against me for almost {$450000.00} and a lien on my home for over {$330000.00} ( which exceeds what the payoff on my home was by several XXXX dollars ). All of this is in addition to almost {$120000.00} in damages that I have already incurred. As of XX/XX/XXXX my total damages are {$940000.00}.

Company response to consumer: Closed with explanation