Consumer complaint received 2025-08-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Rocket Mortgage, LLC
State: IN

Complaint narrative:
Hello- we are current Rocket Mortgage customers and have been since XXXX. We have never missed a payment or even been late so they started to reach out about doing a refinance to take some equity out of our home to pay off a car loan that we owe {$8000.00} on, a boat loan that we owe {$12000.00} on and a small HELOC with another lender. I initially was not interested as we were fine just paying them monthly but after awhile I thought, why not see what terms we can get so I did an application. This was in late XXXX and they said since we were current customers the process should go very quickly. Well that was not the case at all. Immediately after the application was done we sent them all info they required : Tax returns, pay stubs, etc but we did not hear form them for weeks. They asked my boss to fill out an employment verification form last Tuesday, which he did and signed it and sent it back to them the same day, but they reached out again the next day and said it was not complete but turns out they just did not check that they had it or lost it. I ended up sending it again and that seemed to suffice. This was last week and finally Tuesday morning we get an email saying we need to log in and accept our closing disclosure and that our closing was scheduled for XX/XX/XXXX. We were happy that finally it was getting competed as it had now XXXX about XXXX weeks since we started. We went in and did that right after we got the email and all looked fine. A few hours later we get an email saying " Even though things didn't work out, you can still view your appraisal on Rocket Mortgage ''. We were very confused as we had just acknowledged our closing disclosure. I reached out to our contact and he didn't know what was going on either but said he would find out. At XXXX that evening we got notice that our loan was denied by the risk team for income discrepancies but no other info was given. First of all, there are no income discrepancies as I provided paystubs and those don't lie and my boss filled out an income verification form. I have no idea what that was about and it seems like an excuse. If we were going to be denied, fine but tell me that a month ago and why send us closing documents to review and schedule a closing date? It seems like a bait ad switch and that they never intended to approve us for some reason. I have already left a review with Rocket about this terrible experience but what prompted me to write this is that after also leaving a review on the XXXX  website I noticed Rocket has a XXXX star rating and there are literally hundreds of complaints about this same issue. Something needs to be done about them as this seems like fraud to me. I would have been fine to be denied and moved on but they strung us along for XXXX weeks and then sent closing paperwork only to deny not XXXX hours later? It makes no sense and something does not seem right there. This has been the worst experience of my life and I will be taking my current mortgage elsewhere so they are losing a good, on-time paying customer because of their poor service and process. I will tell everyone I know not to work with them either.

Company response to consumer: Closed with explanation