QUICKEN LOANS, INC.
Consumer Complaints
There are over 2206 complaints on file for QUICKEN LOANS, INC.. Dated between 2019-12-10 and 2012-02-01.
Complaints Page 10
2019-06-03
Hamburg, MN
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: This is about an escrow error that resulted in a county tax penalty.
At the time of closing of my mortgage on XX/XX/XXXX, a prorata portion of two county tax bills ( {$1400.00} and {$2500.00} ) was collected for the period of XX/XX/XXXX ( date of closing ) through XX/XX/XXXX. Additionally, 4 months of escrow was collected at closing for these tax bills, and monthly escrow was based on both of these tax bills.
A total of {$3900.00} was on Quicken/Rocket Mortgage 's " estimated payout '' schedule for XX/XX/XXXX ( this amount is the sum of {$1400.00} and {$2500.00}, both delinquent after XX/XX/XXXX ). The {$1400.00} was paid by Quicken for taxes as scheduled, but the {$2500.00} amount was not, and I was not notified that they did not pay it to the county. Instead, Rocket Mortgage notified me that my escrow was overfunded and returned {$2000.00} ( approx ) to me, without identifying the fact that they had not paid the my tax bill. There was still more than sufficient money in escrow to pay that bill I did mail a check to the county tax in the amount of {$2500.00} to cover the tax, but a penalty of {$260.00} has been assessed which I believe Rocket Mortgage should cover because they collected for the tax at closing, collected for it in the escrow, included it in their payout schedule but didn't pay it and didn't notify me that they weren't paying it. I notified them of the problem and my claim for the penalty amount on XX/XX/XXXX, and they denied my claim on XX/XX/XXXX. They said it was a supplemental tax bill. I did receive a supplemental tax bill ( other than the two listed ) and I paid that. That bill had a different due date. The tax bill in question may have been a supplemental tax bill for the previous owner, but it wasn't for me. If Quicken Loan hadn't collected for it at closing and in escrow and in their payout schedule, I would have paid it because I went online at the county tax records to verify what was due in comparison to what Quicken was scheduled to pay.
Company Response: Closed with explanation
2019-05-30
TX
Closing on a mortgage
Mortgage: Other type of mortgage
Complaint: XX/XX/2018, approved for a home equity cash out loan with Quicken loan ( Rocket mortgage ) Our property consist of 15 lots which was purchased in 3 separate parcels. The loan officer was informed that we only wanted to use the parcel that included the home for the cash out collateral. We were informed that we need to separate the parcels into separate accounts in order for this to be done. The parcels were separated into 2 different accounts at the county appraisal district. Property id # XXXX was for requested property ( address XXXX XXXX XXXX lots XXXX ) copy of account detail is attached. Property id XXXX is for the remain lots ( XXXX ) with address of just XXXX XXXX ( copy of account detail is attached. The appraisal ( copy attached ) was done only on property id XXXX and did not include property id XXXX. Quicken loan has attached a lien on both parcels ad will not release the lots not included in the appraised value. The parcel ( # XXXX ) appraised is what our loan was based on and not the other combined parcel which also has a lien. This greatly affected our LTV & rate I have requested that they make all the disclosures available on our dashboard for further review ; as they changed the disclosures more than once or twice. I combined the accounts back together in XXXX of this year. If Quicken loan 's policy was not to split the parcels, why did they not have the appraisal done on the both parcels. They ordered the appraisal
Company Response: Closed with explanation
2019-05-29
Cheverly, MD
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: Today I contacted quicken loans to ask them to waive my late payment due to my job not sending my first retirement check on time. ( Job stated that they were mailing my first retirement check on XX/XX/XXXX, but I did not receive it too XXXXXXXX XXXX,2019 ). I called quicken loans on XX/XX/XXXX, to let them know my payment would be late and I also asked for the late fee to be waived once the payment was made. The representative said that would not be a problem since I was never late. Well today a representative by the name of XXXX XXXX said once the payment was made they would not give me my late fee back. Now I have a problem with this company for making false or unclear statements to me earlier. All I am asking for is for this mortgage company to keep their word and return the XXXX late fee to me.
Company Response: Closed with monetary relief
2019-05-29
Louisville, KY
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: I financed my home purchase with Quicken Loans and had my house payment jump XXXX XXXX dollars a month after first year due to 'unforeseen ' increases in their property taxes. The taxes doubled, this was a gross underestimate of taxes by Quicken and title company, I assume to make loan payments seem smaller when I purchased. Be aware or these so called experts who claim to be XXXX XXXX high rated lender, they don't care about you and they XXXX. Don't trust Quicken Loans/Rocket Mortgage to be in your best interest!!
Company Response: Closed with explanation
2019-05-28
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-05-23
Galena, OH
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: I applied for a Quicken Loans Rocket Mortgage and I was working with another lender as well, I was negotiating with them about the cost I am getting from another lender.
The mortgage banker at Quicken Loans told me that he'll beat the costs of another lender and he provided me the estimate and I agreed to it. The document was sent to me on XX/XX/19 and it has the closing costs of {$26000.00} and amount of {$6800.00} was appearing as Adjustments and Credits.
But then on XX/XX/19 only 3 days prior to the close ( closing was on XX/XX/19 ), I received the final closing package and the amount of Adjustment and Credits was {$2700.00} out of which {$500.00} was the deposit which I gave to Quicken and the remaining was the prorated tax credit I got from the sellers as they were liable to pay the taxes from XX/XX/19 to XX/XX/19. Although the total cash to close was less but that was because I didn't opt for some of the optional services which were there in the initial estimate.
I remembered during initial call, the banker did tell me that he has taken the permission from the VP to apply some additional discounts to bring down my closing costs and then on XX/XX/19 when I saw the final numbers, I gave Quicken a call to explain why the discounts were removed. He told me that my final numbers are less but I told him that's because I didn't opt for some of the services and because of the title company costs and it has nothing to do with Quicken costs but he didn't listen. Then they bankers stopped calling me so I left a feedback on the portal. I got a call from a lady just a day prior to the close that they'll do whatever they can and it won't impact my closing process.
I didn't want to lose the property and because that lady assured me I thought it's OK to close the loan and they'll adjust the amount later. Then my case was transferred to a guy and now he is saying that we can't adjust it because you signed the closing documents.
First of all nobody was talking to me prior to the close and now they are saying this. I just asked them a question that what was the math behind {$6800.00} adjustment and credits if it was not discount and nobody is able to explain that. Sometime they say it was a discount and sometimes they say it was prorations but even then there has to be some math behind it.
The bottom line is that they applied the discounts first in order to beat the price of other lender but then they took it off when they saw that actual cash to close is already low because of other factors. The other lender was offering me exactly the same thing in just {$2200.00} origination costs and they charged me {$7000.00} for that when they promised that they'll beat the price.
I have worked with almost all the departments of Quicken by now but they are not ready to listen to anything and they are just cooking up new stories everytime.
Company Response: Closed with explanation
2019-05-22
Durham, NC
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-22
Tacoma, WA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: Im in the process of trying to close a mortgage through Quicken Loans, Rocket Mortgage conventional product 3 percent down w2 buyer 19 % HDR, purchase price $ XXXX appraisal $ XXXX first time buyer. Originally when we discussed the loan I was specific that I was looking for something without mortgage insurance. As we were hurting through the process by the sales rep asked to commit to things while he was on the phone not really giving us time to review documents as intended somehow ( because 3 % down ) we are required MI and are entering into first time buyer program. When I complained to the second representative a processor that contacted me she said she couldnt go any farther until Ive discussed this with the sales representative. He of course wasnt sure how I got confused that he wouldve never said there wouldnt be a mortgage insurance. I frustratingly accepted the fact other than my conversation with every other lender and person was very specific about this that maybe he didnt hear. Im told there is no conventional 3 % down product without MI so Im fine with that just feel in complaining Ive somehow upset the company and now Im fighting tooth and nail every document submitted to be sufficient. I took my first time buyer class using the copied and pasted URL provided the stipulation and was told I needed to take another HUD approved class. Upon pushing back this was satisfied. I connected my bank statements to the account for assets which was sufficient for income but not for Ernest money or funds to close. Im told I didnt provide part of my savings statement, again which are connected to the loan, for XX/XX/XXXX -XX/XX/XXXX. The request was 2 months bank statements and XX/XX/XXXX isnt even over so I provided XX/XX/XXXX and XX/XX/XXXX. I also provided the XX/XX/XXXXmonth to date in a screen capture of balance so highlighted this and put it back into this new stipulation. Im told they are missing {$500.00} to close when my account balance is {$3500.00}! over what they are asking for. It just seems Im being punished for feeling like I wasnt given the full picture or what the mortgage was in the beginning and with my closing date of XX/XX/XXXX I am worried about closing. The agent on the file for the seller was reluctant to take our offer amongst the others because 3-4 customers in the passed had horrid closing stories if they made it at all because of similar situations by this lender. Something needs to happen to ensure proper handling or understanding and training to make sure people are focused on approval and closing not denying or checking a box on a shirt. Please help me understand or close my loan.
Company Response: Closed with explanation
2019-05-22
Mount Vernon, OH
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Received unsolicited financial product or insurance offers after opting out
Complaint: CFPB complaint I.D . XXXX I received an email from CFPB on XX/XX/2019 telling me I can dispute a response for the complaint # written on the first line. The referenced number has been closed, so how can I respond? Quicken ran credit inquiries on me without my consent, period! A hard inquiry should have never happened without my approval. I did not ask for a loan or fill out any applications. I am still receiving solicitation from their reps! I have told them I am not interested in doing any kind of banking business with them. Period ... ... ..Why can't the complaints be addressed as the complaint was originally brought forward?
Company Response: Closed with explanation
2019-05-21
PA
Struggling to pay mortgage
Mortgage: FHA mortgage
Complaint: I have a rental property financed with Quicken Loans. It was our former residence. We lost our tenants in XXXX of XXXX. The tenants " trashed '' the property, which required extensive renovations. When it was complete, we listed it for sale. We were unable to pay the mortgage with no tenant, but stayed in contact with the lender and kept them apprised. No offers were forming. In XXXX, we applied for a short sale and were denied. On XX/XX/XXXX, Quicken entered and secured the vacant but maintained property over our express objection. They cored the locks and changed them. We were unable to access the home for showing/sale for two days. We wrote a strong letter, and Quicken eventually agreed to a short sale. We signed and returned all documentation including a promotion agreement with XXXX. Several " winning '' bids were rejected w/o notice and without our knowledge. In XXXX, collection calls restarted. In XXXX, we were told that we " never returned '' the short sale paperwork ( impossible as it was faxed in triplicate and returned via express carrier ). We wrote a second letter and informed the lender we wanted to pursue a Deed in Lieu of Foreclosure and threatened legal action for trespassing, theft, harassment, bad faith, financial damages, repetitional damages ( credit ) and intentional infliction. In a phone call on XX/XX/XXXX, we were told we could not use a DLF and they were moving forward with full foreclosure, even though we are willing to give the lender the house. We were told they were prepared for a lawsuit and any publicity or official complaints we may file. We have been absolutely assaulted by this company. We are a middle class family, not real estate professionals and feel we have no recourse. All we want to do is responsibility dispose of the property and get own with our lives. Instead, Quicken Loans is putting us through XXXX.
Company Response: Closed with explanation
2019-05-20
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2019-05-20
Fort Worth, TX
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: XX/XX/2019 : I reached out to Quicken Loans to discuss a possible mortgage loan. I explained the full extent of my situation to the mortgage broker. She stated that she felt like she would be able to provide the loan I was wanting so I agreed to have her pull my credit report. once she did she immediately started talking to me about the " other loan options '' they offered. I asked why she was telling me about those because that's not what I wanted. She let me know that even though my credit score put me as " top tier '' that the fees they would charge would exceed what the state of Texas would allow. I let her know that she had just wasted my time because she should have been aware of that before pulling my credit. I believe that this was done intentionally in order to convert me to a different product offering. This is an unscrupulous business practice akin to a " bait-and-switch ''
Company Response: Closed with explanation
2019-05-20
FL
Improper use of your report
Credit reporting, credit repair services, or other personal consumer reports: Credit reporting
Reporting company used your report improperly
Complaint: On XX/XX/XXXX I received a call from Quicken Loans. The purpose of the call was to sell me a refinance or other loan. From the beginning of the call I stated that I did not want my credit report pulled as the loan I have currently is only a few months old. Quicken already has copies of my credit from a few months ago. Throughout the call, the lender stated " I just want to make sure I'm giving you the best deal '' and also to make sure who he was talking to, verified the last 4 of my social. Towards the end of the call, he stated my report numbers, and I asked him if he had did a hard pull of my credit. He said not to worry, it falls off within a couple months. I told him again that I stated at the beginning of the call I did not want another hard pull on my credit, and I ended the call.
I followed up with a dispute with Quicken Loans, and was assigned a case worker.
Case # XXXX XXXX XXXX Quicken Loans | Executive Resolution Advocate Direct : ( XXXX ) XXXX Fax : ( XXXX ) XXXX Toll Free : ( XXXX ) XXXX Ext. XXXX XXXX XXXX stated he listened to the conversation, and agreed that I stated that I did not want my credit pulled at the beginning of the call, but I " didn't object '' to when my credit was being pulled. I didn't know that a new inquiry was happening, nor did I give authorization for it to be pulled.
Company Response: Closed with explanation
2019-05-20
Glenmont, OH
Closing on a mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2019-05-20
Chicago, IL
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Complaint: On XX/XX/19 I applied on-line for quicken loan FHA Refinance. As today we still do NOT have a closing date scheduled.
They have been saying that for the last 60 days that we close in 3 to 5 business days. But quicken never sets a closing date!!!
I have spent more {$17000.00} on repairs, fees, and pay downs and I have No new loan????
Company Response: Closed with explanation
2019-05-17
Federal Way, WA
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: I requested the PMI insurance on my loan to be removed. I followed my lender Quicken loans process, which involved filing a request with a personal check. I was told they would assign an appraiser who would contact me and set up a time to appraise the property.
I was contacted by the first appraiser and we spoke on the phone. The property is rented and managed by a local property management company. I gave him all the information, it is required by law, that the renter be notified before access to the property is available.The dates i spoke to the first appraiser were XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/2019. The appraiser, the management company, and myself were all working together, when the company that employed the appraiser cancelled the appraisal! I was notified by Quicken loans that this was done because the appraiser was unable to make contact with me, which was a lie.
A second appraiser was assigned who i spoke with on XX/XX/2019. We had a conversation and i texted her the information on the same property management company with every detail to facilitate the appraisal. The rep for the management company called her on Monday XX/XX/2019, sent her an email, and i texted her. On the same day i got another email from Quicken loans stating that the appraiser was unable to contact me, and unless the appraiser heard from me in a week, they would ( again ) cancel the appraisal to remove my PMI insurance. I spoke with Quicken loans, and the appraiser. Both appraisers said they had no idea why i was being told they had no contact from me. On XX/XX/XXXX, two days after the email saying i had a week to make contact with the appraiser, which i had done, i was notified the lender had again canceled the appraisal. This was done after repeated conversations and a firm upcoming time to inspect the property in less than a week!
Quicken loans said they had no idea, and would again assign me a appraiser, and would not provide me the name of their third party contact who apparently had ordered the appraisals to be canceled before they could be done.
Company Response: Closed with explanation
2019-05-15
Avon, PA
Trouble during payment process
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2019-05-15
Arcadia, IL
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Complaint: Starting XX/XX/2019 I attempted to get an FHA loan in order to purchase the house I currently rent. Initially I was informed of closing cost, liquid assets needed, and the basics of the fees and process. This process sounded very basic cut and dry and at first the people I dealt with through Quicken Loans office in Michigan were great to work with. But then this process continued to drag on for 5 weeks with everyday more money required. We even had set 4 closing dates and at the last minute I would be told that I had lost approval again and this amount of money would clear it up and get it on track. The final attempt was when I received a call stating the day before closing, that I had lost approval again and would need a minimum of {$1500.00} to get it back on track. I stated that I could not afford anymore. The gentleman then asked what I would get paid on my next paycheck. I told him {$1100.00}. He replied that would do. How has it needed a minimum of {$1500.00} but suddenly {$1100.00} would do. I replied that I still had bills to pay and had to live. He replied that I should hold off paying my bills and close on the house. No reputable lender would ever suggest not paying your bills. That is when I called it quits. I have since found many complaints regarding this specific office location. I called our local title company to see if they had had any issues with this process on their end. They had never received full disclosure of fees themselves and had even found that their compensation was set to pay to Quickens own title company rather than this office that was selected to be used.
Company Response: Closed with explanation
2019-05-14
FL
Written notification about debt
Debt collection: Mortgage debt
Notification didn't disclose it was an attempt to collect a debt
Complaint: FCRA 611 ( 15 U.S.C. 1681I ) PROCEDURE IN CASE OF DISPUTED ACCURACY My problem is with the company Quicken Loans Inc. The company is reporting to me in the three credit companies XXXX, XXXX and XXXX that the payment for the month of XX/XX/XXXX was not made before XX/XX/XXXX. The payment was made on XX/XX/XXXX. Quicken Loans alleges that the bank rejected it. I reject it because they sent it to the account of the XXXX XXXX that account is closed and I let them know. They say that after they sent him to the correct bank and he was cashed on XX/XX/XXXX. I'm not to blame for the mistakes of Quicken Loans.
Company Response: Closed with non-monetary relief
2019-05-14
Southern Pnes, NC
Closing on a mortgage
Mortgage: VA mortgage
Complaint: Quickens Loans NMLS # XXXX Working with our mortgage broker, XXXX XXXX, we locked in an APR of 4.25 % with a lender credit of {$3600.00} on XX/XX/2019 in order to allow us to be refunded our {$3000.00} in earnest money. We selected the higher rate specifically because it had a higher lender credit and would allow us to get our earnest money refunded. On XX/XX/2019 we were informed by Quicken Loans that based on updated calculations at our current rate we would have unused lender credit so we renegotiated our rate to 3.99 %. On Friday, XX/XX/2019 we agreed to the Closing Disclosure Package which stated {$3200.00} would come back to borrower. Then on Monday, XX/XX/2019 a new Closing Disclosure Package was sent to us that stated {$42.00} back to borrower. I immediately addressed this with XXXX XXXX as this was a drastic difference from Friday, XX/XX/2019.
XXXX XXXX began looking into the issue and contacted Quicken Loans to find out why they sent out a new Closing Disclosure Package on XX/XX/2019. This caused Quicken Loans to cancel the wire transfer to the title company on XX/XX/2019 resulting in closing on XX/XX/2019 at XXXX CST to be rescheduled to XXXX CST to allow time to resolve the issue.
On the evening of XX/XX/2019, I was informed that someone internally at Quicken Loans received a closing disclosure ( CD ) from the title company that reflected transfer tax ( figure listed in box E of the Loan Estimate ( LE ) and the CD ) being paid by the seller. That triggered the Quicken Loan employee to remove the transfer taxes which should never be done. Once the transfer tax was removed it created a scenario where I was receiving more credit from the lender and the seller than there were closing costs to apply it to. Because of this excess credit the lender forced us to lower our rate to remove the Lender Credit portion on XX/XX/2019. With the transfer taxes eliminated, the lower rate still reflected I would receive my earnest money back at closing, which was the initial Closing Disclosure I received on XX/XX/2019 showing {$3200.00} back to borrower. When the closer and the title company began balancing the Closing Disclosure, someone realized the transfer taxes were missing and added them back and sent out a new Closing Disclosure on XX/XX/2019 which reduced my earnest money refund from {$3200.00} to {$42.00}.
I asked how they could change the terms of the loan after we had already negotiated the terms of the loan and agreed on XX/XX/2019. I called Quicken Loans and spoke with XXXX XXXX at XXXX on the morning of XX/XX/2019. XXXX said he was the final decision maker and would review our complaint. XXXX acknowledged that someone at Quicken Loans had made an error and added an additional {$1000.00} to the refund of {$42.00} for a new total of {$1000.00} while he continued to review my complaint. A new Closing Disclosure was sent out shortly before XXXX CST on XX/XX/2019 reflecting the updated refund to borrower. XXXX said our options were to sign the paperwork as is or wait three days while they changed the rate from 3.99 % to 4.25 % to get the original refunded that was agreed to on XX/XX/2019. I stated I had travelled from out of state and could not wait three days to close and this feels like punishment since the error was on Quicken Loans which caused us to renegotiate our rate on XX/XX/2019 in the first place. I would have stayed at the higher rate if I had known I would be refunded my earnest money as originally planned. I felt like I had to choose between accepting the current document with only {$1000.00} refunded or not sign and lose the house. He said those were the options but he would continue to look into our complaint and get back to us on XX/XX/2019 if any additional refund was warranted. The new wire transfer was sent on XX/XX/2019 and didnt arrive at the title company until shortly after XXXX CST when we had already arrived to sign the paperwork.
On XX/XX/2019 I called XXXX at around XXXX EST since he had not followed up. He stated the {$1000.00} they added to our closing was all their error warranted and they would not refund any of the remaining funds originally annotated on XX/XX/2019. I told XXXX I would be filing a formal complaint with the Consumer Financial Protection Bureau. He said thanks for the feedback and ended the call.
Quicken Loans never mentioned the name of the individual who made the mistake but they did admit it happened and they admitted that new training was to be implemented so that this was avoided in the future on other files. Their policy is to never reduce transfer taxes by more than {$100.00}, they obviously failed to adhere to this policy.
I believe Quicken Loans is in violation of TILA-RESPA Integrated Disclosure ( TRID ) rules, because they released the Closing Disclosure to me without the transfer tax and box E is a zero-tolerance field, which means they are not able to make changes to this field once the borrower has acknowledged a Loan Estimate or Closing Disclosure.
Company Response: Closed with explanation
2019-05-13
Syringa, VA
Trouble during payment process
Mortgage: VA mortgage
Company Response: Closed with explanation
2019-05-13
Brentwood, TN
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: I'm trying to qualify for a mortgage in Tennessee, and every one of about a dozen lenders have refused to follow either of this section of Handbook 4000.1 : A Title II Insured Housing Programs Forward Mortgage ( I ) Rental Income ( Manual ) II. ORIGINATION THROUGH POST-CLOSING/ENDORSEMENT A. Title II Insured Housing Programs Forward Mortgages 5 Manual Underwriting of the Borrower b. Income Requirements ( Manual ) Effective Income Definition ( I ) Rental Income ( Manual ) ( 3 ) Rental Income from Other Real Estate Holdings ( Manual ) ( c ) Calculation of Effective Net Rental Income ( i ) Limited or No History of Rental Income To calculate the effective net Rental Income from other real estate holdings where the Borrower does not have a history of Rental Income since the previous tax filing, the Mortgagee must deduct the PITI from the lesser of : the monthly operating income reported on XXXX XXXX Form 998, or 75 percent of the lesser of : fair market rent reported by the Appraiser ; or the rent reflected in the lease or other rental agreement.
Every lender calculates income by using ONLY the total amounts reported for each tax year. For example, a property that brought in a single {$200.00} rental payment in XX/XX/XXXX, and has been re-leased for {$500.00} a month in XX/XX/XXXX, shows up as {$12.00} a month in current income considering a 25 % vacancy factor : ( {$200.00} / 12 x .75 ).
All rental income has been reported to the IRS for the past ten plus years. Including the recently established rentals on properties owned for years, and it now generates gross rental income of {$5000.00} per month ; but no lender will count more than {$1500.00} of it.
Company Response: Closed with explanation
2019-05-11
Hinsdale, IL
Applying for a mortgage or refinancing an existing mortgage
Mortgage: Conventional home mortgage
Complaint: This company during a phone conversation asked me for personal information like birthdate and Social Security Number. What is unethical is that I was told by the mortgage representative we were speaking on a secured line. I am a XXXX XXXX XXXX XXXX XXXX ( XXXX ) and the phone line is NOT secured. This practice is performed by many financial institutions and they really need to adopt a hybrid approach of getting the information. Like having the applicant go to a secure online site to provide the requested PII. This practice of telling people they are talking on a secured line is one of the reasons people have their identities stolen. Please, please change this horrible practice.
Company Response: Closed with explanation
2019-05-11
IN
Applying for a mortgage or refinancing an existing mortgage
Mortgage: FHA mortgage
Complaint: My wife and I have been looking for a home as we will be first time buyers together for about two years now. We recently found a home that would suit us and the family we wish to have one day. With that said we heard good things about Quicken Loans and Rocket Mortgage. We made first contact on XX/XX/2019 and spoke with a few people until we came across the person to run your credit. As always the company running your credit gives you the talk about what theyre doing with it and they say we will do a ONE TIME credit pull. That is not the case. We recently went to another bank to be pre approved and were told no because Quicken Loans had ran our credit for a total of 13 times! We were listed for to many hard inquiries. My wife and I are frustrated that a company claiming to help first time buyers would do such a thing to a potential customer. My name is XXXX XXXX and my wife is XXXX XXXX. This is just wrong and unprofessional. We would like some action taken for this. Thank you.
Company Response: Closed with explanation
2019-05-09
Hamilton, NJ
Closing on a mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation