Consumer complaint received 2025-05-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Rocket Mortgage, LLC
State: OH

Complaint narrative:
I went to check my Rocket dashboard about my loan process & seen it was removed I contacted XXXX XXXX to find out what was going on & she said XXXX XXXX ( my broker ) removed my loan on XX/XX/XXXX & I was set to close XX/XX/XXXX & XXXX said somebody contacted him saying I went with another company which is a lie I was shopping around for best options only & XXXX never spoke to me at all this whole time when I tried to get in contact with him he ignored my emails & texts until XXXX contacted him requesting him to respond then he did.Andrew never contacted me about if I was going with another company he just removed my loan without ever talking to me & XXXX contacted XXXX XXXX 's boss to see if they could reopen my loan & he said yes they should be able to then XXXX called me later saying she was told the company is refusing to reopen my loan & that's the final decision. I have paid alot of money for fees & inspections that they requested and I have done everything that was asked and this is illegal what they are doing I also told XXXX what XXXX XXXX  told me about the appraisal that they was forced pretty much to put things on the appraisal they didn't want to they was told by XXXX  & rocket to mark down ALL REPAIRS he seen even though this is a conventional loan not fha and to mark them as needed repaired before closing & then there's a deck that's not an addition & was told to mark down that it was an addition & the appraiser XXXX wrote a note on appraisal saying he told them it's just a deck not addition but they requested him to mark addition then XXXX added a task on my dashboard requesting a structural inspection for rear deck due to appraisers marking it an addition. XXXX told me she could address XXXX removing my loan without talking to me & they could go back to appraiser to find out what's going on but only if my loan was active & she said company is refusing to reopen my loan I believe XXXX did all this out of retaliation due to my previous complaint against him & rocket is allowing this. They need to refund ALL my money I have spent on things they wanted if not reopening my loan. I have tried talking & informing of all the issues & nobody in rocket has done anything to resolve them.XXXX XXXX never spoke with me to verify if true I was going with another company he just did what he wanted & removed my loan illegally. My closing date was XX/XX/XXXX & XXXX removed loan XX/XX/XXXX he needs to lose his broker license & be fired for everything he has done & caused ruining people 's lives & Rocket needs to have someone look at everything I have complained about & my loan & they will see the wrong doings from XXXX XXXX & they should correct the issues & stop allowing their brokers to treat customers/buyers like this I have all the proof to back up what I'm saying & claiming this is wrong & my loan was wrongfully removed XXXX 's boss XXXX does not want to do anything about the complaints just go by XXXX 's word so XXXX might be involved it this more XXXX was asked for the higher ups/corporate/owners contact that oversees XXXX & XXXX & i was told she can't give that info to clients something needs done so this company stops doing things like this to customers/clients. This was XXXX 's retaliation for previous complaints made this is illegal.my previous complaint about XXXX lying & raising all the fees for closing costs still has not been resolved either his boss said it was only a {$50.00} difference on my final disclosure amount which is false closing costs was at round $ XXXX then XXXX kept adding more fees bringing it over $ XXXX to bring to closing table I tried getting rocket to look into it and his boss said everything was correct which there is no way that's true I have all the texts & screenshots to prove what I am saying. My last 2 loan disclosures don't add up things are on there for me to pay that the seller is paying & rocket won't correct it they won't even really look into my loan to make sure the fees that are on there should be on there they are just going by whatever XXXX put on loan amount this company Rocket mortgage can't keep getting away with these things I was set to close & now they are trying to prevent me from closing when everything has been done that I needed to do

Company response to consumer: Closed with explanation