Consumer complaint received 2021-04-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
On XX/XX/2021 we signed a residential contract for the purchase of a condo in XXXX XXXX. 

We began comparing mortgage rates between Rocket/Quicken Mortgage and XXXX XXXX 

When XXXX came in at 2.99 % with XXXX points and XXXX came in at 3.125 % with XXXX points, we decided to go with Rocket and paid them {$500.00} to lock in our rate. 

Our mortgage banker was XXXX XXXX. 

On XX/XX/XXXX, I sent an email to XXXX XXXX, our loan processor, because I noticed that they were showing our rate as 3.125 % on the loan details section of our Rocket account. 

From : G Sent : Wednesday, XX/XX/2021 XXXX XXXX To : XXXX, XXXX XXXX Subject : Re : Hi XXXX, I was just on the Rocket loan summary and noticed our interest rate now shows 3.125 % instead of the 2.99 % we initially locked in. 


Please advise, Thank you, XXXX XXXX then emailed XXXX to inquire From : XXXX, XXXX XXXX Sent : Thursday, XX/XX/2021 XXXX AM To : XXXX, XXXX  XXXX Cc : XXXX, XXXX XXXX XXXX : RE : XXXX, Thank you for reaching out. I have added the mortgage banker XXXX to this email chain as they are the best resource for discussion about rates and numbers. 


@ XXXX, XXXX Please see XXXX 's question below about the interest rate. 


XXXX XXXX XXXX XXXX XXXX Processing Team XXXX responded : From : XXXX XXXX XXXX Sent : Thursday, XX/XX/2021 XXXX XXXX  To : XXXX, XXXX XXXX ; XXXX Subject : RE : [ External ] Re : Hello G, Apologies for the confusion. It should be fixed now. 

Thank you! 

On the Rocket Loan Detail page it was corrected back to a 2.99 % with XXXX points. 

On XX/XX/XXXX we signed a locked interest rate disclosure with a 2.99 % interest rate with 0 % discount fee ( points ). 

When we received the preliminary loan disclosure on XX/XX/2021 it showed an interest rate of 2.99 % with 1.223 % loan amount points, in the amount of {$2200.00}. 

The next day, on XX/XX/XXXX I emailed XXXX and XXXX XXXX our closing XXXX ) to inquire about the 1.223 % loan points. I did not receive a response from either of them. 

On XX/XX/XXXX, my wife sent a second email requesting that this be corrected before closing on XX/XX/XXXX. 

XXXX responded on XX/XX/XXXX saying : Hello XXXX, Yes, that seems to be the case. 

I am currently looking into the loan to see why the discount points were added in from our initial conversation. 

However, it looks like the final funds to close figure still dropped. 

Ill dig into this and see what I can find out. 

Along with this email Hey XXXX, At this point I am unable to make any adjustments to the loan at all since the loan is in processing. 

I will reach out to a few more team members to see what else can be done. 

Then finally this email at XXXX XXXX on XX/XX/XXXX after I emailed him to see what he was able to find out. 


Hey XXXX After speaking to my team, a refund would not be a possibility. 

And at this point there is nothing that can be done regarding the points. 

I am sorry to have to bring this bad news At the closing the following morning, seeing the paperwork had not been corrected, I emailed XXXX and asked for his XXXX to call me. 

No one ever called. 

While at closing we mentioned all this to our closing agent and she said that this was wrong and to reach out to you if Rocket did not rectify the situation. 

I called Rocket and spoke with XXXX a XXXX XXXX who said she would look into this. She got back to me and said that it was our fault/responsibility for " not noticing '' that on XX/XX/XXXX the rate was not locked. 

But we did notice, as referenced in the above communications dated XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. We were actively monitoring our Rocket account and emailed promptly when we noticed any discrepancies. 

Thank you for your assistance in resolving this situation.

Company response to consumer: Closed with monetary relief