Consumer complaint received 2021-03-09 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Trouble during payment process — 
Company: Rocket Mortgage, LLC
State: MN

Complaint narrative:
my refinance closed on XX/XX/XXXX and escrow money was wire transferred on XX/XX/XXXX ( {$2200.00} ) the payoff was sent XXXX and received at Quicken Loans on XX/XX/XXXX, after Quicken withdrew {$660.00} from my account on XX/XX/XXXX I contacted the closer at Results Title to see why Quicken Loans did not show they received my payoff and close my other mortgage out, after a few days ( XX/XX/XXXX ) Quicken Loan located my payoff and closed out my other mortgage ( they held my payoff for 10 days ). 
I emailed Quicken Loans along with attachments for there review : I just received an email that my payoff check was being mailed {$1400.00}, well I think you have an error in the figures My closing was on XX/XX/XXXX and my payoff was {$160000.00} and I should have a {$400.00} credit so my total payoff should have been {$160000.00} ( see below ) XX/XX/XXXX withdrawal from my checking account {$660.00} My deposit of {$400.00} And my escrow on XX/XX/XXXX of {$2100.00} Total owed to me is {$3200.00} Response from Quicken Loan : Thank you for your email. Reviewing your payoff statement, I see that {$1400.00} of your escrow balance was 'netted ' and applied towards the new loan. The full amount of your payoff escrow refund was {$1800.00}, and this was mailed to you on XX/XX/XXXX. 

Please feel free to contact us if there is anything additional we can do to assist at that time. 

Remember, you can chat with us, view your account information, edit paperless billing, and schedule one-time and automatic payments on your Rocket Mortgage account. 

Thank you for being a Quicken Loans client and have a great day! 

emailed back to Quicken Loans : Response from Quicken Loan : Thank you for your email. Reviewing your payoff statement, I see that {$1400.00} of your escrow balance was 'netted ' and applied towards the new loan. The full amount of your payoff escrow refund was {$1800.00}, and this was mailed to you on XX/XX/XXXX. 

Please feel free to contact us if there is anything additional we can do to assist at that time. 

Remember, you can chat with us, view your account information, edit paperless billing, and schedule one-time and automatic payments on your Rocket Mortgage account. 

Thank you for being a Quicken Loans client and have a great day! 
Response from Quicken Loan : Thank you for your email. Reviewing your payoff statement, I see that {$1400.00} of your escrow balance was 'netted ' and applied towards the new loan. The full amount of your payoff escrow refund was {$1800.00}, and this was mailed to you on XX/XX/XXXX. 

Please feel free to contact us if there is anything additional we can do to assist at that time. 

Remember, you can chat with us, view your account information, edit paperless billing, and schedule one-time and automatic payments on your Rocket Mortgage account. 

Thank you for being a Quicken Loans client and have a great day! 

emailed back to Quicken Loan : I was sent {$1400.00} was mailed to me and I have received the check ( check # XXXX ) I did not receive the XXXX nor did I receive the payment that was taken out of my account for the loan that was closed on XX/XX/XXXX and funded on XX/XX/XXXX And I was not given the credit of {$400.00} that was to be returned to me. 

Quickens Loan had my payoff for 10 days before they located it after I called the closing agent as to why they are still taking money out of my checking account, see attached

Company response to consumer: Closed with explanation