Consumer complaint received 2020-08-11 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
Quicken Loans Refinanced our Veteran Loan Home, of three years, on XX/XX/2020. When XXXX from Quicken called us and asked us if we wanted a refinance of a lower rate and asked if this was our primary home. During the process of signing the paperwork the women said we have to live in the house for 30 days which was no problem at the time because it was our primary home. Then in XXXX things changed. My husband had complications to XXXX XXXX and my son and family had no place to go so they moved in with us in the 1100 square foot house. Then in XXXX we thought it would be great to purchase new home with lawn care, maintenance and gated in a community. Neither my husband nor myself, do to medical problems, could maintain the home. Our son worked his XXXX XXXX and worked constantly which we could not depend on him to take care of our lawn and maintenance. So we decided to rent the house to our son and family. We then contacted Quicken in XXXX to see if we can purchase a new home with another Veteran Loan. XXXX referred me to XXXX XXXX for she was a specialist in Veteran Loans. XXXX asked me why we are not stay in the home and I told her why. She then checked are $ $ availability with the Veterans and said we are fine. We then started the process of all the paper work and searching for a home. We found a home that was everything we needed including the seller paying our closing cost. We were thrilled. Then after a couple of months in the loan process and paying for the inspection and the appraisal which was {$650.00}, I got a call on a Sunday from XXXX XXXX from the team at Quicken Loans asking me to put in writing why we are leaving the house we had previously refied. I then sent the requested info through an email. The next day XXXX XXXX called me telling me that they could not proceed with the loan because we can't have 2 primary homes. I told him we renting out the house and purchasing a new home which will now be our primary. He was so rude, talked above me when I tried to tell him we were not going to have 2 primary homes. He also said that the house were similar and close together in the same County. I tried to explain that they were not similar due to size, security and maintenance. He would not say anything other than you can't have two primary homes, over and over and over again. Then we received a denial letter saying that the loan was denied due to the low appraisal amount when the appraisal actually came through as the same amount of the loan. We were confused because we know that is not why XXXX said we could not get the loan. So now we are going through another lender for the same property with a VA Loan. The new lender said they need from Quicken a Service and Release letter stating that we are able to rent our first home and have our primary on the new home. XXXX sent us a denial letter and said that was good enough. It is not according to the new Lender. Of course neither of these two people will comply. The new lender has no problem with our loan and the first house being rented but they need that letter to continue the loan. I then asked Quiken Loans for the Corporate phone number thinking I can get that letter quicker but again the circle of phone numbers does not lead me to the Corporate Office. As a Veteran, my husband is upset and feels that Quicken is not working for him. All of this trouble would have been avoided if only when we refinanced they told us that we had to wait another year to rent out our house we would have not started the mission of purchasing a new one ... all for a half point and cost us {$7000.00} for the refi.

Company response to consumer: Closed with explanation