Consumer complaint received 2025-12-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
Lakeview Loan Servicing Company is my current mortgage company and Mr. Cooper is their servicing agency. I started a refinance with XXXX XXXX XXXX on XX/XX/XXXX. XXXX XXXX was the Lakeview Loan Mortgage consultant that started the refinance process. XXXX XXXX contacted me to get the various information they needed to do the refinance. She would email me to ask for items and I would provide them, then she would ask again in a later email and I would provide again on the portal that Lakeview Loan Servicing. Around XX/XX/XXXX I started questioning why it was taking so long and why they kept asking for information twice?? XXXX said it was because she needed to do a hard credit check and my credit had been locked. I advised her that I froze my credit because after I started the refinance process someone tried to open a XXXX  XXXX credit card with my social security number and was sent a letter by Transunion stating that this had happened. She said the underwriters from lakeview needed to access my credit again to do a hard credit check. XXXX  I have a XXXX credit score. This went on for days and I ask again what the hold up was. She said her supervisor XXXX XXXX was working on the credit situation. Well I contacted him and he didn't even know who I was and that I was refinancing my loan. I then called her and said that I had talked to XXXX XXXX and that he didn't know who I was. She then started backtracking and saying oh we have taken care of this and we should have a closing date soon. In the meantime I called My mortgage consultant, XXXX XXXX and told him that this was taking longer than the 30 days he had projected and what was I to do with this seemingly hold up one after another and should I go with another company. He said he saw a closing date of XX/XX/XXXX and what was I worried about? I said I didn't like being misinformed and fibbed to about these loan delays. It was becoming obvious to me that the lakeview staff had too many loans and were not able to get to the work. I filed a complaint after I received an email from XXXX asking for the same things she had asked for two times before and that I had supplied that information except for a disclosure of my equities account ( that was the first time they asked for that ). That had asked for a verification letter from my Financial Advisor who provided a notarized letter that they sent my monthly living $ each month and would continue doing so and this was a refinance. Why are they asking again for information that I provided a year ago when I purchased the property and all that information was provided to underwriters at that point. Also these supposed underwriters were asking me for information on a home that was purchased and sold 12 years ago???? This was worrisome to me because I have bought and sold 5 homes since that time and it had never come up and they asked about a home that was sold in XXXX and that home clearly is not in my name- it is public information that the house was sold by me purchased by another individual and actually has been sold again yet they wanted proof from me that it wasn't my home???? It was as if people who were not really underwriters asking for information that a professional would know and could read documents properly. 
Also another worrisome thing is the phone number for the mortgage consultant that initially started my refinance has been disconnected- not sure if he even works there anymore. 
At this point the complaint that I filed within the company has gone nowhere. They did an automatic reply to my complaint and said someone from an escalation team would contact me. After no one contacted me I informed them I would file a complaint with the Consumer Financial Protection Bureau within 24 hours if someone didn't call me. That late afternoon a team member from the Escalation Dept. called and made excuses that she was busy and then sick. I said have you looked at my emails and researched this situation? She said no that she didn't have access to my information nor emails but that she would try and talk with someone about my refinance case. It is a cluster. To this day she has not been able to get any answers. This is the most disorganized and unprofessional company I have ever done business with. It really worries me that they might be conducted unethical practices. Please investigate as soon as possible. 

Thank You,

Company response to consumer: Closed with explanation