Consumer complaint received 2018-03-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — 
Company: Rocket Mortgage, LLC
State: IN

Complaint narrative:
At the end of XX/XX/XXXX we resumed an application process that had been put on hold in XX/XX/XXXX. Our loan officer re-opened our file and once some information had been updated he took our application for the financing the purchase of our new residence. On XX/XX/XXXX, we received our preliminary pre-approval letter. 

After going through available programs, we chose and were quoted a 30 year, fixed rate conventional, program with 20 % down. 

On XX/XX/XXXX we received the early disclosure package, Certification & authorization, Interest Rate Disclosure/locked, and Intent to Proceed. All were signed and uploaded. 

On XX/XX/XXXX we received our Application package, Credit Inquiry, XXXX, application package and Loan Estimate package. All were signed and uploaded. 

On XX/XX/XXXX, after a change in down payment from 20 to 5 %, we received a re-disclosure package, which was signed and uploaded. 

On XX/XX/XXXX we received a Deposit Agreement and request to provide a Gift Letter for the down payment which was signed and uploaded. 

On XX/XX/XXXX we received a formal approval letter with conditions. The conditions included, transfer of title to one of our properties, proof of funds, payoff of a credit card, proof of payment for taxes, insurance and cancelled checks on a property where the owners hold a life estate, and several others. All were completed and uploaded during the timeframe of XX/XX/XXXX-XX/XX/XXXX. 

On XX/XX/XXXX the appraisal was scheduled and completed. 

On XX/XX/XXXX another gift letter was requested for the credit card payoff ; this was completed and uploaded. 

On XX/XX/XXXX the appraisal was available online. The value came in {$20000.00} over the asking price. 

Throughout this whole process there seemed to be a lot of focus on a property that we have title to, which the owners hold in a life estate. We provided all necessary explanation of this situation and nothing further was mentioned. 

The last 2 conditions, proof of transfer of funds for closing and proof of payment of the earnest money, were pending. 

The appraisal was reviewed and a question related to flood insurance was cleared by the loan processor. The only thing left was the title report and a closing date. 

On XX/XX/XXXX my husband received a phone call from someone in underwriting, who we'd never spoken to throughout this entire process to advise that their " management team had audited our file and determined that Quicken could no longer offer the program as disclosed and we had been approved for and the only way to move forward was with an investment property loan at a higher rate with 20 % down. 

We were completely floored by this new information and couldn't understand how we had gotten 3/4 of the way through this process just to find out they couldn't offer what had been disclosed and the rate we had locked. We chose not to move forward with an " investment '' loan, because it wasn't investment, it will be our residence. 

I have an email log of conversations to show there was never any indication there would be an issue with the conventional loan. 

We requested our appraisal fee to be refunded, because it became clear that they knew the loan wasn't going to move forward as disclosed, prior to the appraisal being ordered. We've received no firm commitment of that refund to date. 

Please audit their practices. They're doing things that smaller lenders would never be able to get away with. 

I can provide all names upon request.

Company response to consumer: Closed with explanation