Consumer complaint received 2021-09-15 00:00:00
Product: Mortgage — VA mortgage
Issue: Closing on a mortgage — 
Company: Rocket Mortgage, LLC
State: AZ

Complaint narrative:
In accord with what your policy stated about sharing info with other government agencies : See also FTC Complaint XXXX and Az. Dept. of Insurance and Financial Institutions complaint XXXX. 

I replied to an email from Rocket Mortgage to refinance my mortgage and I was promised 1.99 % APR and promised I could recast the loan but had to wait until it closed and there would be no additional fees. I explained I would pay {$120000.00}. to principal and want the recast to drop monthly payments down to approx. {$550.00}. per month. The loan ( Loan # XXXX ) closed XX/XX/XXXX. I called to ask to do the recast and was told, " You have to wait until XXXX before we can recast this loan ''. I called in XXXX, even though we had to keep making the {$1200.00}. month payment. They said, " We can't recast a VA Loan ''. I explained I was promised and this is a contract. They tried to trick me into signing a conventional loan at 2.5 % ( on XX/XX/XXXX ) and with a large fee for doing the refinance in conventional. I argued I didn't want a conventional and that they already got paid for refinancing the VA and promised no more fees and a recast. Then they called and woke me up XX/XX/XXXX at XXXX XXXX insisting I promptly sign the new loan docs. I went to my den opened the computer and began doing as she told me, which required an e sign to open the loan documents, only to realize they were again trying to trick me to sign to 2.5 % apr and charging several XXXX dollars for the service of their errors/ lies. I refused and told them that they are in breach of contract and they need to do as they promised or I would seek legal remedy. They don't care and I've been forced to pay {$1200.00}. per month since it closed, meanwhile, my wife and I have no emergency funds, barely able to survive on XXXX income and are facing extreme financial hardship due to this deceitful and unlawful conduct by this company. They feign innocent and pretend that I entered into another contract with them and backed out, but as I explained above, herein, I refused that contract and have maintained this loan ( Loan # XXXX ) contract which they are in breach of, because if I had signed and executed their nonsense loan on XXXX XXXX then I would have in effect, allowed them to get out of their legal obligations to me in this binding contract and they would have been free to walk away and I would have no recourse. I think, possibly, this might be the part where Ms. XXXX at XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX got confused, as the fwd, attached document the company sent is a copy of their dirt rotten loan contract they tried to trick me into signing at XXXX XXXX on XX/XX/XXXX and it isn't the one that I am in, which is Loan # XXXX in which they promised everything I mentioned and the recast at no added fee. 
I did explain all this to Examiner XXXX XXXX at XXXX Dept. of Insurance and Financial Institutions, but she doesn't seem to understand it and simply sent me a message stating that her agency doesn't handle such matters, and provided a list of Statute Articles, Article 2 60946 and 6-947 I pointed out to her, as being direct laws of violation for her to use her authority to resolve this matter. I have heard nothing back from her. 
I am very frustrated that people don't understand and people like myself get discarded. 
I do not feel I got any fairness. I decided to file with you and with The FTC in hopes of getting justice. Please help! As stated, I am a XXXX veteran with a XXXX wife, both struggling daily as it is and now faced with financial hardships brought on by the deceit of this company Rocket mortgage/ quicken loans. The monthly payments should have dropped down from $ XXXX monthly to {$550.00}. monthly and that would have been the money for us to survive on, but we've had to pay the {$1200.00}. monthly since the loan closed and even that shouldn't have taken from XXXX to XX/XX/XXXX to do. We trusted/ believed their promise in this lawfully binding contract and now they walk away carelessly. We have nearly lost this house as result of our financial crisis and have to spend thousands of dollars out of pocket to purchase materials and hire heavy equipment to build berms to protect from flood waters that we were not informed about on the purchase documents for this house. Our credit card is maxed out and we no longer have anything in savings at all. PLEASE HELP!!!

Company response to consumer: Closed with explanation