QUICKEN LOANS, INC.

2019-05-06

Arco, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-05-06

Fort Pierce, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: XX/XX/XXXX Hi XXXX, Thank you for writing. I understand your concern and want to make sure we have the escrow correct. We do not collect for both taxes and insurance in your escrow. Your taxes actually went down from {$420.00} to {$410.00} per year. Your insurance increased from {$920.00} to {$990.00}. The shortage is calculated based on how much you have in escrow and how much we need in escrow to keep paying out these bills for you. Right now you only have {$280.00} in escrow. If we do not collect the shortage, then in XXXX, you are projected to have a - {$290.00} balance. We never want to be in the negative, and always want to make sure we have enough funds to pay your bills. If you are saying the insurance amount or tax amounts are wrong, please send adjusted bills to us so that we can update our files. Remember, you can chat with us, view your account information, view your billing statements, and schedule one-time payments and automatic payments on your Rocket Mortgage account. Enjoy your day! XXXX XXXX Quicken Loans Client Relations Monday -Friday XXXX - XXXX EST Saturday XXXX - XXXX EST Chat with a Client Advocate : Click here Every client. Every time. No Exceptions. No Excuses. TO XXXX XXXX Greetings My XXXX statement is incorrect. I will not be paying that money. I do not pay taxes. We had this same discussion last year. We all get the sent the same bill from XXXX XXXX Tax Collector. And I know I have a enough money in my escrow to cover my homeowners Insurance.. Because your take it out my mortgage every month.. its only 12 months in a year.. My homeowners insurance just went up in XXXX to XXXX.. so why Am I short this year ... .This is XXXX.. please recalculate Be Blessed Hi XXXX, Thank you for writing. I understand your concern and want to make sure we have the escrow correct. We do not collect for both taxes and insurance in your escrow. Your taxes actually went down from {$420.00} to {$410.00} per year. Your insurance increased from {$920.00} to {$990.00}. The shortage is calculated based on how much you have in escrow and how much we need in escrow to keep paying out these bills for you. Right now you only have {$280.00} in escrow. If we do not collect the shortage, then in XXXX, you are projected to have a - {$290.00} balance. We never want to be in the negative, and always want to make sure we have enough funds to pay your bills. If you are saying the insurance amount or tax amounts are wrong, please send adjusted bills to us so that we can update our files. Remember, you can chat with us, view your account information, view your billing statements, and schedule one-time payments and automatic payments on your Rocket Mortgage account. Enjoy your day! XXXX XXXX Quicken Loans Client Relations Monday -Friday XXXX - XXXX EST Saturday XXXX - XXXX EST Chat with a Client Advocate : Click here Every client. Every time. No Exceptions. No Excuses. I am a XXXX XXXX Veteran and I do not pay property Taxes. We had this problem last year. And my homeowners insurance just went up in after XXXX XXXX.. but its not calculated that way. I did not say your collect taxes and insurance in my escrow. I said they are both incorrect.. So, please can you send this information to the right department. They should have my bills and extra paperwork work if needed On XXXX XXXX, XXXX, at XXXX XXXX, XXXX XXXX wrote : Hi XXXX, Thank you for writing. I understand your concern and want to make sure we have the escrow correct. We do not collect for both taxes and insurance in your escrow. Your taxes actually went down from {$420.00} to {$410.00} per year. Your insurance increased from {$920.00} to {$990.00}. The shortage is calculated based on how much you have in escrow and how much we need in escrow to keep paying out these bills for you. Right now you only have {$280.00} in escrow. If we do not collect the shortage, then in XXXX, you are projected to have a - {$290.00} balance. We never want to be in the negative, and always want to make sure we have enough funds to pay your bills. If you are saying the insurance amount or tax amounts are wrong, please send adjusted bills to us so that we can update our files. XX/XX/XXXX To XXXX XXXX Greetings My XXXX statement is incorrect. I will not be paying that money. I do not pay taxes. We had this same discussion last year. We all get the sent the same bill from XXXX XXXX Tax Collector. And I know I have a enough money in my escrow to cover my homeowners Insurance.. Because your take it out my mortgage every month.. its only 12 months in a year.. My homeowners insurance just went up in XXXX to XXXX.. so why Am I short this year ... .This is XXXX.. please recalculate Be Blessed Good afternoon XXXX. XX/XX/XXXX XXXX XXXX Thank you for your email. I understand your concern regarding your escrow account. Based on the information that Quicken Loans obtained directly from your county last year, your are 100 % exempt from paying Ad Valorem taxes, but you still pay Non Ad Valorem taxes to the county. That amount is paid out of your escrow account. I do see that our senior research team has researched your tax amounts, and confirmed the tax amounts due after this information was confirmed, by your county, in XX/XX/XXXX. The shortage in the account is caused by two things. Your insurance increase, and the remaining shortage from last year. The calculations are correct, based on the fact that you are still paying Non Ad Valorem taxes, your insurance increased, and there was a leftover shortage from last year XXXX XXXX XX/XX/XXXX Good morning XXXX : Thank you for writing. I apologize for any upset our emails may have caused you. To best assist with this situation, I have forwarded your email to our Senior Research Team. they should contact you back tomorrow, prior to XXXX XXXX EST via email at XXXX. You can chat with us by clicking the link in my signature below or email us at XXXX. Remember, you can view your account information and schedule one-time and automatic payments on your Rocket Mortgage account. Thank you, and have a wonderful day! XXXX XXXX XXXX XXXX Hello XXXX, Thank you for reaching out to us. My name is XXXX XXXX, I am with the Quicken Loans Senior Research Team. What my team does is take a closer look into the concerns and answer any additional questions you may have. I will be your point of contact as we are resolving your concerns. I apologize for the confusion this has caused. The shortage in the escrow account is due to the change in your insurance and your previous shortage. In XX/XX/XXXX, there was a shortage in the escrow account of {$530.00} that was spread over 60 months due to your loan modification. There have been roughly 12 payments made towards that shortage in the amount of {$8.00} each month. The remaining shortage from last year is {$430.00} plus the increase in your insurance caused the new shortage of {$520.00} ; we are now spreading this over 48 months as this is what is left of the previous 60 month spread. I have confirmed that the shortage is accurate and there is no error with the current analysis. Your payment, effective XXXX, will be {$1100.00} with the shortage. If you choose to pay the shortage in full the payment will be {$1100.00}.
Company Response: Closed with explanation

Timely Response

2019-05-03

Magnolia, TX

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/19, received call from Quicken Loans " XXXX XXXX-NMLS # XXXX '' ( the call was recorded ) stating they've tried to reach me to help reduce my mortgage. After a bit of small talk, she said she'd see if she can help me, but would need to run my credit report. I explicitly told her 'I do not want anything run that will affect my credit ; I am VERY protective of it. '' She told me that it would not affect my score/report, and she's never gotten any feedback that a score would be affected. Warily, I agreed. She went on to 'review ' the report, telling me everything I already knew. I explained to her there's nothing Quicken Loans can do for me and we hung up. Within 10 minutes, I received emails stating that my report had been run and the score dropped FROM 771 TO 716!!!! I am furious! I called her manager and emailed her. She apologized. Her manager called me and for 10-15 minutes tried to get me to agree to a loan to consolidate my existing bills. I had to hang up ; to return to work. I suspect many people fall prey to their tactics, and I am very disappointed in Quicken Loans. Here 's the facts : - No one has ever tried to reach me from Quicken Loans. That's the guise they use. - I DID NOT agree to have credit run that would negatively affect my credit score. - Now, there's a hard inquiry on my report for a mortgage loan -- I don't need a loan, I plan to pay off my loan in a few years anyway. Please post something to people are aware of scrupulous tactics like this. I know better and was literally lied to by Quicken Loans. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-05-02

Arvada, CO

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Quicken Loans DBA Rocket Mortgage received my payment on the XXXX day of the month and intentionally did not process it for SEVEN days, so that they could illegally charge an outlandish late fee. The late fee needs to be reversed and Quicken Loans must be compelled to stop this illegal and highly predatory practice.
Company Response: Closed with monetary relief

Timely Response

2019-05-01

Salton City, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: On XX/XX/2019 I started a refinance of my house with Quicken Loans.The loan officer 's name is XXXX who told me that I had to deposit {$500.00} for the appraisal which I complied with.I gave XXXX my wife 's XXXX XXXX credit card number. After a few days XXXX called me and told me that the appraiser was coming to my house in two days, to which I replied that he needed to cancel the appointment with the appraiser, because I didn't want to do any more business with Quickens Loans because they were charging me too much money for the closing cost. Then the appraiser showed up to my house and I explained to him that I had canceled his appointment with Quicken Loans and that I had asked the loan officer to contact him and let him now that I didn't need his services any more. The appraiser told me that he was going back to his office and report this to VA. After that I started dealing with XXXX XXXX ( XXXX ) XXXX and I told her that I needed the rest of my money but I haven't received any help.
Company Response: Closed with explanation

Timely Response

2019-04-30

FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/XXXX I completed a FULL mortgage application with Quicken Loans. The Loan Officer was XXXX. XXXX XXXX NMLS : XXXX. I sent XXXX all documents including a sales contract, they even pulled credit. XXXX called us and confirmed we finish the application through rocket mortgage. XXXX then said in order for quicken to disclose the loan to us with a rate of 4.25 he would required {$500.00} deposit. I said ok but only if we got a Loan Estimate. XXXX then said that I should understand that this {$500.00} deposit was a handshake with Quicken and the only way he would disclose the loan at that point is if I paid the fee first. I refused. My husband, XXXX XXXX ended up talking to XXXX that night and the only thing we could get XXXX to send us was an email. Which I have attached. We have never received a Loan Estimate until this day. XXXX called us non stop for a week until we told him to stop. I am extremely concerned that we never got a loan estimate considering we completed a full mortgage application.
Company Response: Closed with explanation

Timely Response

2019-04-30

MT

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I am an existing client of Quicken Loans. In late XX/XX/2019, I was interested in acquiring a 2nd home and applied for pre-approval letter to get the process rolling. Spoke with loan officer, XXXX, originally, and stated I was interested in $ XXXX - $ XXXX. All was good. I was switched to a VIP Exec Mortgage Banker, XXXX XXXX and on XX/XX/2019 received a pre-approval letter stating approved for up to $ XXXX good through XX/XX/2019. I spoke with him on several occasions as I was unsure of what property I wanted to purchase wanting to keep options open. I was clear that I was looking in the {$50.00} - XXXX range. On XX/XX/XXXX, I sent a listing to him for a home for {$56000.00} asking for thoughts and value review. We then had a phone conversation where he stated they can't loan under essentially $ XXXX as fees can't exceed 5 % of loan and with certain 'flat fees ' the 5 % would be exceeded. Therefore, they couldn't write the mortgage. I was looking at other financing arrangements, simultaneously, but hadn't determined I wouldn't use Quicken if I chose a different property. The next thing I received was an email to review an updated notice on their website. I opened it to learn I had been rejected and several items pointed out on my credit report. Although, a new report had not been pulled and nothing had changed. I was shocked. I sent an email request to their customer service asking for an explanation of why I wasn't informed up front that they don't lend under $ XXXX and fees can't exceed 5 % and requested a breakdown of the " flat fees ''. A resolution advocate, XXXX XXXX, contacted me by phone stating I could call to dicuss. We, literally, played phone tag for almost a month. Yesterday, I reached my limit of patience and left her a voice mail stating I didn't need to discuss, I simply wanted a document stating the $ XXXX AND 5 % FEE confirmation. I received an email from her stating that are not able to provide what I was asking for. My concern is are they trying to up-sell and when I wasn't interested then they weren't interested in the small mortgage and created this excuse? Is it possible since I'm now a senior citizen, they are not interested and looked for a reason to deny a mortgage? I'd been fine if they had stated upfront $ XXXX XXXX is too small and I'd moved on. They kept me tied up for over 2 months, I missed some market opportunities and spent a considerable amount of time collecting the required documents and uploading to their website. They talked about once doing business with them it would be much easier in the future. I have a paid mortgage and a current 1 with them. I strongly question how this was either ethical or legal that this transaction was handled in such a fashion and it certainly wasn't easier. Thank you for your time and consideration. XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-04-27

Three Bridges, NJ

Problem with a credit reporting company's investigation into an existing problem

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Their investigation did not fix an error on your report
Complaint: During the government shutdown I was having financial difficulty. I received a letter from the FHA stating they expect lenders to work with consumers, including suspending reporting and removing late fees. I made 1 late mortgage payment in XXXX during this time. Quicken did not report the late payment until XXXX. At that time I reached out to Quicken and asked them to remove the late payment, suspend reporting as expected by the FHA. Their rep XXXX XXXX refused to remove the late and/or suspend reporting for that month because I did not reach out for financial assistance at the time. Quicken did not once send a memo and/or email detailing the help they offered. Quicken did not inform me that they would not follow the FHA memo if I did not call for assistance. I was under the impression they would because my credit reports for XXXX and XXXX did not reflect a late payment. Additionally I spoke to another rep at Quicken which told me in their internal system I do not show as having made a late payment. He directed me to email their helpdesk and ask the discrepancy to be fixed. I followed his instructions. I received an email from XXXX XXXX stating they would not remove the late reported to the CRB.
Company Response: Closed with explanation

Timely Response

2019-04-25

Itasca, IL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My Quicken mortgage was discharged in my Chapter XXXX Bankruptcy. I didn't reaffirm my Quicken mortgage. I continued paying my Quicken mortgage. Because the debt was not reaffirmed, I was not receiving monthly statements. On XX/XX/XXXX I mailed a request to receive monthly statements. As my bankruptcy was already 22 months past the discharge date, I did not include my attorney on the request. Quicken never updated their system to provide me with statements. I never followed-up with Quicken regarding the request letter. In XX/XX/XXXX, there was a problem with my automatic bill payment, and the Quicken XX/XX/XXXX payment was never sent. As I wasn't receiving statements, I was unaware of the missing payment. I assumed my XX/XX/XXXX payment went through. I continued making regular monthly payments to Quicken from XX/XX/XXXX to the present date. However, with the missing XX/XX/XXXX payment, it resulted in a " rolling '' late payment every month, even though my payments were being received on-time. Compounding to the issue, there was in increase in escrow starting XX/XX/XXXX, which also resulted in monthly underpayment of {$69.00} In XX/XX/XXXX, XXXX XXXX from Quicken contacted me about my insurance and steps needed to " avoid an escrow shortage ''. I immediately responded to XXXX 's email saying that I was confused by his request, and asked for Quicken to call me regarding the issue. XXXX XXXX, a Quicken Loans Client Relations representative called me. We talked about the insurance on file and I asked about my escrow because I thought insurance was included in escrow. She told me that insurance wasn't included in escrow, and the Quicken was asking that I updated with them which insurance provider I was using. Since I was talking with a QL rep about my mortgage, escrow, and insurance, I assumed that they would have told me if there was any issues with my account. Especially considering that I solicited QL to call me. During the call the agent did not tell me that there was a problem with payments or escrow. They simply wanted updated insurance information. QL provided an escrow analysis in XX/XX/XXXX. That's when I discovered the " rolling '' late payments. It took a couple months to figured out what was happening, and to determine the source of the rolling late payments. The QL statements were very because confusing because it showed multiple payments for a single month 's payment. It showed payments coming in & out from my suspense account, which appeared like double payments on the statement. I talked with several agents who had a difficult time explaining it to me provided false information, which was documented by Quicken. Finally on XX/XX/XXXX I received a complete ledger from XXXX XXXX. The ledger showed the suspense account and the payments going in and out from the account. Upon reviewing the ledger, I paid the remaining balance within 10 days. I requested that Quicken excuse the late payment from XX/XX/XXXX as I was not receiving statements and also that it was never mentioned during my Quicken phone calling from XX/XX/XXXX. I reviewed with XXXX XXXX the issue with not receiving periodic statements. Quicken states, that I began receiving statements in XX/XX/XXXX via USPS. However, I never received these statements. Perhaps statements were being generated on the website, but I was not aware of the statements being available online, nor did I receive the statements in the mail. Regarding my statement request from XX/XX/XXXX, XXXX wondered if the attorney didnt sign the form, then it may not have been processed by Quicken. I told XXXX that my attorney didnt need to sign the request. I feel strongly Quicken is purposely punishing my account for not reaffirming the mortgage following Chapter XXXX. On XX/XX/XXXX Quicken received a qualified written request that never replied to. On XX/XX/XXXX I called Quicken and was given false information. The Quicken rep told me that the only late payment on my account was from XX/XX/XXXX, and that were no late payments on my account. XXXX XXXX reviewed the call and confirmed that I was given wrong information from the agent. After no response from Quicken from my written request, I then emailed and contacted XXXX XXXX about the dispute. I received XXXX email correspondence on Quicken letterhead, but I never received a mailed response from Quicken. I questioned with her if items are properly being mailed to my address. On XX/XX/XXXX, I talked with XXXX XXXX regarding the XX/XX/XXXX phone call with Quicken. He informed that the agent couldn't discuss my mortgage because they were calling from the " insurance department '' and they couldn't attempt to collect this debt. I told him that the title in their email was Quicken Loans Client Relations Representative, and that I asked for Quicken to call me. My solicitation for a phone call should be treated as an open invitation. When I asked if he could provide a summary for the call, he told me to contact an attorney and subpoena the phone call. I feel that Quicken should be able to honor my request to excuse the XX/XX/XXXX missing payment, which resulted in 15 months of rolling late payments. This is based on : My request for periodic statements in XX/XX/XXXX which was ignored. XX/XX/XXXX phone and email conversation with Quicken ; the only issue identified was updating my insurance file. My ignored QWR from XX/XX/XXXX. The faulty information provided by multiple agents. My regular monthly payments that have been sent from XX/XX/XXXX to present day. Discrepancy on " mailed '' items. No statements were receive from XX/XX/XXXX to XX/XX/XXXX. Also, in disputing this issue with Quicken, theyve emailed correspondence which they also incorrectly stated as being mailed. I dont think there system accurately captures if something truly mailed or simply generated in their system.
Company Response: Closed with explanation

Timely Response

2019-04-24

Bradenton, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-24

Alta, CA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Reporting company used your report improperly
Complaint: I was contacted by Quicken Loans to see if I am interested in their refinance product. They did not ask my permission nor clearly communicated to me that they are pulling my credit report. After we get off the phone, I get a notice on email that my credit was pulled by them. It is not permissible to pull someone credit without their permission when I dont have existing business with them and did not request a credit transaction or business from them. My credit was not AUTHORIZED to be pulled on XX/XX/19 by XXXX XXXX from Quicken loans. It seems XXXX XXXX the quicken loan agent is not even licensed in State of California where I live. Their junior client relationships team states that since I have disclosed my SSN to them as lender it makes it permissible for them to pull my credit without my consent. And when I asked them to email me this statement they refused.
Company Response: Closed with explanation

Timely Response

2019-04-24

Spring Hill, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: First, I was given a preauthorization letter so as to buy a house. Perfect. Oops ... ..we used the wrong numbers and now its flagged due to debt to income ratio. Ok, I will work with person number two who seems to have a handle on it. She sends it to person number three who asks for ridiculous things like a ten year old divorce decree but doesn't send me the form for the gift letter that I asked for weeks ago. Okay, this gets settled. Now someone will call me from the credit bureau so everyone can see that my credit cards are paid just as I said they were. No call. Now go to the bank and prove the investment money came from investments one and investment two and have the gift letter, which finally arrived, signed and accompanied by a bank statement. Went home, scanned, tried to send it. Portal isn't working. Called. " The notes say you agreed to withdraw the loan. '' " If I agreed to this then why am I trying to send you this information???? '' Hmmm ... ..we will see about reactivating it tomorrow. Meanwhile, here is another person 's email address. AAARRRGGGG!!!! Stay tuned for further developments.
Company Response: Closed with explanation

Timely Response

2019-04-22

Charlotte, NC

Unable to get your credit report or credit score

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Other problem getting your report or credit score
Complaint: I thought I made my XX/XX/XXXX mortgage payment, but we received a notice that we had not. I called Quicken Loans immediately to resolve. I made the XXXX payment immediately and paid the XXXX payment as arranged. We have never missed a mortgage payment in all the years we have had loans with Quicken and the reason we missed this time is my husband was very sick. In XX/XX/XXXX my husband was diagnosed with XXXX XXXX, and went through intensive XXXX for several weeks. Then in XX/XX/XXXX he had XXXX, which took 8 hours and 2 XXXX XXXX to remove part of his XXXX, and all of his XXXX. The XXXX was rebuilt out of his XXXX XXXX. He also had a XXXX. He was in XXXX for 4 days then in a monitored patient room for another several days. Once he was discharged, he was on intravenous nutrition and XXXX XXXX ( XXXX XXXX XXXX ) in his XXXX, which I was doing. When my husband 's XXXX was reconstructed, one of his XXXX XXXX XXXX XXXX, so we had a XXXX XXXX came to our home twice a week to help him talk above a whisper. He underwent XXXX about 2 weeks ago to fix the XXXX XXXX XXXX and he is speaking fairly well. I sent an email addressed to XXXX XXXX, EVP, Client EVP, Client Experience Operations on XX/XX/XXXX. I received a phone called from her assistant, " XXXX, '' who checked into the situation, but she said there is nothing they could do because if the payment is one day late, a letter goes to the credit agencies. On XXXX I sent an email to XXXX XXXX, CEO, with the same complaint. A director in consumer relations ( I'm sorry but can't find his name ), called me and he explained that " according to the Fair Credit Reporting Act, '' Quicken is required to send a notice to all credit bureaus, no exceptions. Disregarding our extenuating circumstances, Quicken Loans sent a " late payment '' notice to the credit bureaus. Our once good credit is now at rock bottom. I am XXXX, my husband will retire in a few years. We have tried our entire lives to be responsible consumers. The one time when we have critical personal circumstances, we are thrown to the wolves and all responsibly placed on FCRA by Quicken. I can't believe years-long customers can not be afforded a " forgivable '' chance. I have attached documentation related to this complaint. If it is necessary, I will provide confirmation from my husband 's XXXX XXXX, primary care physician, medical facility, XXXX XXXX, XXXX XXXX, or whoever else you need confirmation from.
Company Response: Closed with explanation

Timely Response

2019-04-21

Show Low, AZ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-20

Key Biscayne, FL

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

You never received your bill or did not know a payment was due
Complaint: I was shocked when I reviewed my credit report and found 30 days late payment on the dates XX/XX/2019. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Timely Response

2019-04-19

Tampa Palms, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-16

Wichita, KS

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information is missing that should be on the report
Complaint: I'm not sure what exactly..but it seems off almost like its missing information
Company Response: Closed with explanation

Timely Response

2019-04-12

Chattanooga, TN

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account information incorrect
Company Response: Closed with explanation

Timely Response

2019-04-12

Ashley, WI

Applying for a mortgage

Mortgage: Other type of mortgage

Complaint: They call and leave voice messages about 4 to 5 times a day, it's really annoying! I never filled anything out for them to contact me! Your web site said not to interact with them.
Company Response: Closed with explanation

Timely Response

2019-04-12

Ocean City, MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Clicked a link I saw online to get free information from Quicken Loans about refinancing my mortgage in order to save money. Clicked through, advised my credit to be run, and then got the results. They couldn't save me any money, all of the options were more expensive than I was paying. Later this morning, XX/XX/2019, I received a call from XXXX XXXX. The information I have for him is ( XXXX ) XXXX-XXXX, XXXX, NMLS : XXXX. I told XXXX that based on the results online, it didn't appear to be beneficial to refinance as all the options were more expensive than my current situation. He said he wanted to look into it a little more and that there may be more options he was able to provide than what I saw online. He asked for some basic information, and then told me he needed my birth date and social security number to give me some real numbers. I specifically told him I had already had a hard pull on my credit earlier that morning with Quicken Loans and that I didn't want another pull, he could just access that information that I already consented to. He then lied to me and advised that Quicken Loans could access that first credit pull for 14 days with no harm to my credit and without doing a second pull, he just needed my birth date and social to access the report. He then did a second hard pull on my credit, and all of the options he came up with would raise my monthly mortgage payment so I wasn't interested. When I found out that I was lied to and there was a second hard pull on my account I attempted to reach him at the number provided but was unsuccessful. I don't think it's fair for a company representative to lie to a consumer in the hopes that maybe it helps them to close a loan.
Company Response: Closed with explanation

Timely Response

2019-04-11

Pomona, CA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-04-11

MO

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: We contacted Quicken Loans Inc. for a cash out conventional refinance. After discussing rates, terms of the loan, etc. we signed a deposit agreement that states, " If your application is denied of withdrawn, for any reason, we will refund your deposit minus the actual cost of your appraisal and credit report. '' We paid our deposit of {$500.00} with a debit card. Quicken sent an appraiser out and the appraisal we received was factually incorrect ( acreage, structures on the property, rooms in the home, and square footage ). We were prepared to contend the appraisal and report the appraiser to the XXXX XXXX XXXX XXXX in Missouri. We requested another appraisal or a refund. Quicken denied our request to send another appraiser and denied our request for a partial refund.
Company Response: Closed with explanation

Timely Response

2019-04-10

Fredon, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-09

Vaughn, MT

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-04-09

CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response