Consumer complaint received 2015-11-17 00:00:00
Product: Mortgage — Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure — 
Company: Rocket Mortgage, LLC
State: UT

Complaint narrative:
I am reaching out to the CFPB directly for any assistance they can provide with an issue I am having with my mortgage servicer, Quicken Loans, who services my XXXX XXXX owed loan ( Loan # XXXX ). My issue involves unfair treatment in the process of being evaluated for a loan modification. 

I applied for a loan modification on XXXX/XXXX/2015. To summarize my hardship, my family 's household income dropped by over $ XXXX/month due to a job change and due to losing our family owned business. Quicken reviewed my application and approved a trial modification on XXXX/XXXX/2015. 

XXXX XXXX from Quicken then called me on XXXX/XXXX/2015 to explain the terms of the approved modification. The interest rate they offered did n't seem to match the published XXXX XXXX Standard Modification Interest Rate that became effective on XXXX/XXXX/2015, the day of the approval. When I questioned that and asked if it could be redone, XXXX then said I should pursue a refinance instead of the modification. I explained to XXXX that due to my severe decrease in income, I doubted that I would qualify for a refinance. But he suggested I check into that anyway. I told him that I did not want to jeopardize my approval but he said that should the trial offer expire while looking into the refinance, it would not render me ineligible to apply again. So I told him that I was not declining the trial modification and that I would look into a refinance as he directed. 

I then reached out to XXXX XXXX directly to ask them for further direction. The representative that I spoke to at XXXX XXXX suggested that I follow Quicken 's guidance and she too confirmed that should the approved trial should expire in the meantime, I would still be eligible for a modification upon submission of a new application. So I took their advice and called a few mortgage companies to inquire about a refinance. I was not surprised to find that I did not qualify at my reduced income level. During the process of investigating the refinance, the approved trial offer expired. 

So I submitted a brand new application on XXXX/XXXX/2015 and submitted the updated income documentation. However, I was just informed today, XXXX/XXXX/2015, that my application has been denied because they say I declined the previous approved trial offer from XXXX/XXXX/2015. I explained to the representative that I did not decline the trial offer, and that both Quicken Loans and XXXX XXXX suggested that I investigate a refinance instead. I was assured that should the trial offer expire in the meantime, I would still be eligible to be reviewed with a new application. I asked the representative how I could dispute that decision and if they could listen to that call from XXXX/XXXX/2015. The representative told me that nothing could be done. 

So, I am reaching out to the CFPB because I am being treated unfairly. I fear that their mistakes and lack of organization are overshadowing the fact that I have a real hardship and need help. I have done everything that they recommended and now I am being denied the help that my family desperately needs. 

Please help me rectify this situation. If there is anything you need from me in helping you to investigate this issue, please let me know. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with non-monetary relief