Consumer complaint received 2020-10-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
Complaint : Quicken Loans incorrectly withdrew {$3100.00} from my XXXX checking account when they also directed the escrow company, XXXX XXXX, to withhold {$2800.00} for interest payment in the closing statement. 

I contacted Quicken Loans, XXXX XXXX, and XXXX. XXXX to provide them an opportunity to rectify the problem prior to filing this complaint. Neither Quicken Loans, XXXX XXXX nor XXXX XXXX dispute the facts. This complaint is filed because XXXX XXXX told me on a recorded line with Quicken Loans that they would not return my {$3100.00} for ten to twelve weeks. 

Facts : Quicken Loan # : XXXX XXXX XXXX Loan # : XXXX Method of loan payment : Monthly auto pay from my XXXX checking account to Quicken Loans Loan owner : The loan was with Quicken Loans. During a refinance of the loan, Quicken Loans sold the loan to XXXX XXXX. Mr. XXXX was the official loan serving at the time of the refinance closing. 
Escrow Company : XXXX XXXX What occurred : 1 ) I applied for a refinance of the Quicken Loan to reduce my monthly payment. On XX/XX/2020, Quicken Loan withdrew {$3100.00} from my checking account at XXXX ( fact not disputed ). See below for proof of statement. 

2 ) During the refinance process with Quicken, they sold the loan to XXXX XXXX ( illogical during a refinance ). 

3 ) Quicken directed the escrow company to withhold {$2800.00} for interest from XX/XX/2020 to XX/XX/2020. A copy of the Quicken mortgage instructing XXXX XXXX to withhold the {$2800.00} was provided by the escrow company to me and is attached. The notice date from Quicken to the escrow company is dated XX/XX/2020. A copy is attached. 

4 ) On XX/XX/2020, a full month after directing the escrow company to withhold the interest payment form XX/XX/2020 to XX/XX/2020, Quicken Loans negligently withdrew {$3100.00} from my XXXX account. 

Below is the XXXX recording of the transaction which shows that Quicken took the auto pay on XX/XX/2020. Quicken does not dispute they erroneously withdrew the funds from my XXXX account after they notified the escrow company to withhold the same funds for the same time period. 


Date Description Amount Cash Balance XX/XX/2020 DIRECT DEBIT QUICKEN LOANS MTG PYMTS ( Cash ) - {$3100.00} {$53000.00} DIRECT DEBIT QUICKEN LOANS MTG PYMTS ( Cash ) Amount - {$3100.00} 5 ) Quicken Loan then transferred the {$3100.00} from my account to XXXX XXXX. I have no idea who XXXX XXXX is. 
6 ) On XX/XX/XXXX, I called Quicken Loans to complain they have incorrectly held my {$3100.00} and demanded a refund. They informed me that the funds were transferred to XXXX XXXX and I need to take up the issue with XXXX XXXX. 
7 ) On XX/XX/2020, I called Quicken Loans again to complain on a recorded phone line. Quicken loans then set up a three-way conference call with Quicken Loans, XXXX XXXX, and myself. During the phone call, XXXX XXXX representative stated that I would get a refund in ten to twelve weeks. This is unacceptable. I should not have to wait two to three months to get my money. 
8 ) I have no idea if XXXX XXXX will return my money or keep it. I was not the negligent party and I should not be out of pocket {$3100.00}. Quicken Loans is responsible for this mess and they should be directed to return my money immediately. I am not in privity with XXXX XXXX.

Company response to consumer: Closed with explanation