Consumer complaint received 2017-11-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Rocket Mortgage, LLC
State: WA

Complaint narrative:
On XX/XX/XXXX, XXXX XXXX, Banker from Quicken Loans convinced us to finance our home ( purchasing ) with them. We had many good offers and the one he was competing against was XXXX : 3.0 % interest rate and XXXX cash to close. He matched the interest rate and offered us with cash to close of XXXX. Compared to XXXX, he said no reserved money is required. 
On XX/XX/XXXX, he locked the rate for us and on XX/XX/XXXX ( Sunday ), he called us to sign a document so that he start the loan process and hopefully close it in 20 days before the deadline ; we were set for XX/XX/XXXX for closing. Since my wife and I were going out, and he asked for many informations, I asked him " what is in the document that we need to sign ''. And he said " nothing specific, just what we went through the other day ''. So we signed and process started. 
Through the process they asked us for reserved money 3 times and each time with much more. They did 2 appraisals for ~1800 $ while he promised XXXX $ ; all these are recorded based on what they told us and I asked once explicitly. 
Also we raised our concern about above issues, they did not do anything about it. 

But, here is the main part that they lied to us and charged us XXXX $ extra based on lie and dishonesty. On XX/XX/XXXX, when my XXXX agent following up with us on our application, I told him we decided to work with QL. He asked for their disclosure and when I found it under our account, I sent to him. He immediately got back to me and warned me on a 1 % discount fee on the disclosure. I was so mad and angry on QL and we wanted to stop the loan with them. I called XXXX and told him how come he has not told us about this and he never talked about it. He promised us to " give us credit back to neutralize the discount fee ''. Further he calculated how much more cash we need to close after XXXX earnest money and XXXX credit from our agent, and he said " we need ~211K more ''. After our phone call, he updated the disclosure to XXXX remaining cash to close and called us that it will be around XXXX. We accepted it and luckily saved that disclosure as they removed it from our account approaching to closing time ; this was another dishonesty and illegal action from them. They extended closing time twice ; to XX/XX/XXXX and then XX/XX/XXXX. 
When we were about to prepare for closing, they told us we need to pay ~230k ( considering XXXX earnest money and XXXX agent credit it adds up to XXXX while XXXX was promised ). We complained that this is wrong and asked client care to jump in and find out what is wrong. 
We found out that they are denying to give us the credit that they promised us because they never told us about the discount fee when they fooled us to give up on our other options and work with them. 
It was interesting that going through this process, twice they said sorry we have made a mistake and we are right and cash to close is XXXX but after few hours they called and changed everything again ; there are phone calls and emails w.r.t. this. 
As the lie was clear to us, and they system showed us a tactic of buying time till closing is approaching, and they left us with no option at that point, we started reaching out to their leadership through social media channels. They denied to give us a letter that they can not give us the loan and as our earnest money was in jeopardy, we had to close the loan while charged XXXX more than what we were promised ; and this was all a lie from the beginning. 
However, as we can think of how many people may have fell into their trap like us, we promised ourselves to follow up. It is interesting that on XX/XX/XXXX when we were closing the loan at XXXX, XXXX XXXX, their regional VP, called us at XXXX. Conversation started with " he hopes/expect that we stop our social media efforts and take down our XXXX ''. First he tried to described their so-called-fantastic system and as he found out that I am serious on following up on their lie and corrupted system, he smoothly acknowledge their lie and mistakes. However, he said he can not do anything about the damage they have put on us ; XXXX $ plus time and stress on me, my family, friends, agents, etc. 
It was interesting that he offered me XXXX $ as the courtesy/sign of apology and that was all. 
We closed the loan and that day afternoon, I received another call from XXXX XXXX, Lead Resolution Advocate, asking us to sign release forms, that we do n't have any claim against QL so that they can process our XXXX $ out of XXXX $ that they stole from us. We do n't know what to call this ; bribe, paying for silence, what? This is just a portion of our money that you stole from us. 
I should also mention that in the call from XXXX he was telling me that I am wealthy and XXXX or XXXX is nothing for me. This is so shameful. 
Any way, just looking into XXXX and XXXX, we saw people had similar horrible experience as us. And as we start reaching out to them and share ours, they blocked/banned us from their pages. 
Here we are. We can relate to many people that may have or even have not noticed what has happened in reality when they worked with QL.

We are asking for justice to be served and ban QL from working based on lie. 

We are more than happy to provide all documents and emails, and also we want all phone calls to be reviewed as we asked to record those and we were told that phone calls are recorded.

Company response to consumer: Closed with explanation