QUICKEN LOANS, INC.

2019-04-09

VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019, our PMI reached the 78 % mark however when I inquired that the PMI should be removed from our payments, Quickenloans continued to state that we had to continue paying into the PMI until XX/XX/2019. After receiving this reply back from the mortgage company, I advised them that according to the Homeowners Protection Act of 1998 it was required that the mortgage company to remove PMI when it reached 78 % however they continued and still continue to state that the PMI will only be removed on XX/XX/2019 and then they have stated that the PMI would actually be removed a month after the XX/XX/XXXX date. After once again sending them information about the Act of 1998, Quickenloans refuses to remove the PMI from our mortgage.
Company Response: Closed with explanation

Timely Response

2019-04-08

Tucson, AZ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I am a a realtor representing a buyer in the purchase of a home in the XXXX Arizona area. The loan was denied by Quicken loans due to " unacceptable property type '' I was notified by the sellers agent that townhome was classified as a condo - not correct. The appraiser was asked to change the property type on the appraisal ( by quicken ) from townhouse to condo, even though it is a townhome. I have had little to no communication from the quicken loan team handling the transaction. I have made several attempts to have updates along the way & formally requested a loan status update ( required to be provided on a weekly basis, only one was provided after formal written request ), in addition to emails & calls. My buyers have been tainted regarding the HOA & their reserve funds ( over a XXXX dollars between both master & sub-HOA ) the quicken team has made them feel that they are in danger with the HOA somehow. This transaction has been tainted by individuals at quicken & is most likely going to be canceled because of Quicken. This is unacceptable behavior & highly unprofessional, maybe illegal. Many lenders lend in this subdivision on a yearly basis, why would this be an issue for Quicken if it is not for other regulated companies. The property did appraise with no conditions.
Company Response: Closed with explanation

Timely Response

2019-04-03

Sarasota, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2019, an agent called from my mortgage company, Quicken Loans ( aka Rocket Mortgage ). He claimed that he wanted to see if there was anything we needed. I said I believed my loan balance to home value ratio met or was near meeting the criteria for removing private mortgage insurance ( PMI ). He didn't answer my questions about PMI, but took our information and said he would check into it. A few days later I received an alert that he ran a hard credit check, and I also found he started a loan application. I did not authorize a hard credit check. I also did not initiate, authorize, or want a new mortgage. I only intend to be in the house for another year or two, so it doesn't make any sense. I have communicated with the company multiple times. Their agent has agreed that it is not a good course of action, yet they persist in pursuing the bogus application for credit, and refuse to reverse the credit check even though I never authorized it. It feels a lot like what XXXX XXXX was doing -- creating bogus applications on existing customer accounts.
Company Response: Closed with explanation

Timely Response

2019-04-03

Erwin Heights, NC

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-04-03

Ft Myers, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have a mortgage with quicken loans I'm on a fixed income for XXXX. Between XXXX and XX/XX/2018 I have four escrow analysis is because they couldn't get my taxes right they were wildly off. the first three made my mortgage payment so high I couldn't afford to make them.The mortgage company knew that there was a error in the analysis that cause this but expecting me to make the payment until they could reanalysis it. Thankfully this is all fixed before I had to make a payment on my mortgage and I ended up not falling behind. Now they lost an entire check car mortgage payment it was kind of stuff I have the paperwork showing it was cashed expecting me to still make my mortgage payment even though I have the bank records showing that they cashed the check. Expects me to make the payment until they can find the money even though I have the paperwork and all they had to do was call the bank to verify that the paperwork is real. quicken loans constantly keeps making mistakes on my loan that could cost me to foreclose on my house to default on my loan. They keep making mistakes that could put me behind on my loan or make it to where I can't afford my loan. Every time they make a mistake they expect me to pay more until they correct it even though they know they made a mistake. I sign this is predatory I feel like they're doing this so that way I am forced to foreclose on my house and the value of my home has increased so greatly in the first year of ownership that they would make 50 Grand if I were to foreclose on my house.
Company Response: Closed with explanation

Timely Response

2019-04-02

PA

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
Complaint: I spoke with Quicken Loans concerning two ( 2 ) hard inquires against my credit report. Neither of which I authorized. XXXX XXXX and XX/XX/2018. I spoke with ( XXXX, XXXX, and XXXX XXXX ) and they are investigating. The issue is that Quicken put a hard inquiry against my report without authorization. I want my score restored and the hard inquiries dropped.
Company Response: Closed with explanation

Timely Response

2019-03-29

Lynn Haven, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: We was hit hard by Hurricane Michael and our home got destroyed. We have been working with the insurance, contractor and mortage company. We received a quote from the roofing contractor and it was approved by the insurance company so we contacted the mortage company to receive the deposit. The mortage company informed us we need a completion date. Since there have been millions of houses destroyed the roofers will not even put you on their list until you give them deposit. We informed mortage company of this and they did not care. So no money and no completion date. We had to pay the deposit out of pocket to get on the list for a completion date for mortage company. They finally sent a check. Now 6 months after storm our contractor is ready. We send all info to mortage company all approved by insurance. Contractor need 30 % to start which is {$35000.00}. Mortage will only cut half and says we need a inspection. The roof is all that is done and was inspected by county but that's not good enough. I asked if I could pay for an inspection and was told NO. It has been 7 days and no phone call from inspection company for inspection. I was told on Friday it would be 5-7 days but my wife was told today 8-10 days. So we are paying for a house we cant live in. Paying for a second place to live and we can all live together for the last 6 months. But mortage company get to draw interest off my month while I sit here and wait. How fair is this? If they are worried about fixing house they are more than happy to come to XXXX XXXX and fix it if they dont trust me to do it.
Company Response: Closed with monetary relief

Timely Response

2019-03-27

Orange, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2019-03-27

Spfld, MA

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
Complaint: I had asked XXXX XXXX for a quote for rates on a home equity loan. I received a call from multiple companies and from Quicken Loans. Quicken loans decided to access my credit file without really asking me if it was ok to pull my credit. At no point in time I decided to enter in a loan application with them and when I received an alert from my credit monitoring services I found out that they had gone thru a third party vendor to pull my credit to just quote me rates. I find this to be illegal and deceiving. My credit score dropped significantly because of their inquiry. The sales person name was XXXX, and the supervisors that I spoke to at quicken loans were XXXX XXXX & XXXX XXXX. They both said that they did not have to ask me directly if it was ok to pull my credit. they said that it was assumed that I wanted to proceed when I requested the information for rates.
Company Response: Closed with explanation

Timely Response

2019-03-26

Woodland, WA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I divorced husband in XXXX, Quiken loans let us remodify the loan after the divorce and quikens loans acquired all documents to the divorce and quit claim deed XXXX put to me. So quiken loans knew we were divorced and I took I interest in House from this date, XXXX. In late XXXX, I XXXX sent in a application. To either modify or use one of their other options, since I had gotten behind. Quikens loans refused to let me do so claiming I couldn't do it, that only XXXX could, my ex husband. I had to go to the XXXX XXXX XXXX to help. In learning from the attorney assigned to me, Mr. XXXX XXXX, I was informed that quiken loans had violated me in not recognizing me as " successor-in-interest ''. And refused to do so. I was forced to file chapter 13 bankruptcy to stop pending sale of my home. My attorney, Mr. XXXX sent quikens a letter asking them to recognize me as successor-in- interest, letter attached. I also have a recorder phone message from quikens loans from XX/XX/XXXX stating I could not do anything and that XXXX only could. Even after Quikens received this letter from my attorney, Mr XXXX from the XXXX XXXX XXXX back in XXXX, XXXX. Quikens is still refusing to acknowledge me as successor-in-interest. Quikens has never notified me and just today, Quikens is still sending correspondence to XXXX and not me regarding the mortgage, these 2 documents are attached, please notice dates of all documents. Quikens has and is still violating my rights as successor-in-interest under XXXX XXXX regulations as well as the " Real Estate Settlement Procedures Act, 12 C.F.R.1024 ( regulation X ) and any other federal laws.
Company Response: Closed with explanation

Timely Response

2019-03-26

Federal Way, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I'm behind with my mortgage payment due to employment issues. I finally was able to secure some funds from relatives to catch up with my mortgage payments. When I called them asking for help, they said, they'll send me the reinstatement quote and how much I owed them. The first reinstatement quote was for XXXX on the past due payments with {$2900.00} for the late fees and cost which I thought was excessive. Regardless, I miss the date by 10 days because it takes time to try to collect the fund needed from families. When I was ready, I contacted them again requesting help and they said they'll need to regenerate the reinstatement quote since I missed the first one. This time, the added additional {$12000.00} for the fees and costs with list of charges with fees they already charged me on the first reinstatement quote. Now my past due is double. I got the feeling that they have no interest in trying to resolve my issue other than making money for themselves which I think it's absolutely excessive and illegal. Please help before they foreclosed my house.
Company Response: Closed with explanation

Timely Response

2019-03-26

OH

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: This is a very abridged version, we have a couple of dozen emails related to this complaint. On or about XX/XX/XXXX as part of our application with Quicken loans to refinance a mortgage and HELOC we were provided with an appraisal on our property. The appraisal came back at $ XXXX, which despite reasonable growth in the area and numerous upgrades to the property, was the same price the property was purchased for in XXXX. It was also about $ XXXX less than the property immediately below sold for in XXXX. To cut a long story short, in reviewing the appraisal we raised the following issues with Quicken regarding the three comparables used by the appraiser : 1. Despite marking that foreclosures were not a factor in this particular market, comparable # 3 was foreclosed in XXXX and its sale in XX/XX/XXXX was the first time it was sold on the open market since then. The appraiser did not mention this fact. The condo below comparable # 3 but in the same building ( XXXX XXXX ) sold for an extra $ XXXX compared to comparable # 3 in XXXX of XXXX. This huge difference in price needed to be accounted for. It suggests that there was some problem with comparable # 3. Despite this discrepancy, it was treated by the appraiser as being in the same condition as our property. 2. Comparable # 1 is in the same building as our property, but it is in the east wing and not the west wing. The east and west wings have different floor plans with the west wing being larger. Our condo is 1259 square feet. The publicly available sources ( i.e. XXXX, XXXX ) say that comparable # 1 is only 1000 square feet, or some 20 % smaller. When we challenged this Quicken said that those public sources are unreliable despite those being the same sources they told us to use. However even the room plan as captured ( lets just say for example that someone had bothered to access XXXX to lie about the size of comparable # 1 ) shows they are not the same - because comparable # 1 does not have separate dining and living rooms. In response Quicken said the appraiser used MLS and county information. We went to the county assessors site and it does not have the property size for comparable # 1 recorded. We asked Quicken to provide the MLS information used by the appraiser ( because unless he was being lazy and just assumed that the east and west floor plans were the same, he could have only used MLS ) but they refused saying The appraiser is not required to provide the source of the information that they reviewed for the comparables. We would not be asking them to provide the MLS listing information. So in other words, the only available and provided evidence is that the appraisers assessment of the size of comparable # 1, which is directly relevant to the valuation assigned to our condo, is wrong and yet Quicken both refused to provide evidence to the contrary AND refused to make any changes in the absence of evidence to the contrary. Not only did they not bother to investigate they actually tried to mislead us as to where the information used was obtained from. The conclusion of the appraiser and supported by Quicken is that two properties in the same condition, in the same building, sold within a few months of each other in very much the same economic climate, but where one is 20 % larger than the other, are worth exactly the same amount of money. 3. We provided a signed lease evidencing that our property was rented for {$1900.00} per month until the end of XX/XX/XXXX. Comparable number 2 has also been rented out, however it is rented for only {$1300.00} which is less than we were collecting in XXXX. This suggests that there is a significant difference in condition, amenities and/or location ( or all of them ) when compared to our condo. Despite this, the appraiser did not account for this difference in yield and saw it as a fair comparable. This property is also outside of the .44 of a mile as the crow flies criteria that we were told to use by Quicken. And yet, when we queried why the appraiser was not held to the same rules ( especially when there are multiple sales they could have been used ) Quicken told us The appraiser can go out as far as necessary to find properties comparable to yours. 4. We were told to find other comparables and we provided 7. We were then told to provide just three that fit the following criteria : a ) Included address and date of actual sale ; b ) Were within the size range of XXXX XXXX sq ft. c ) Sold no earlier than XX/XX/XXXX and no later than XX/XX/XXXX d ) Within .44 miles as the crow flies We did this, and we met the criteria better than the comparables used by the appraiser, and yet they were all completely and utterly dismissed, and allocated zero consideration, because the appraiser ( whom we have already identified as having credibility issues ) said that the comparables we found were superior in every way to our own because of their condition ( new bathroom, new kitchen, refinished floors ). So even though our condo had a new bathroom professionally installed two years ago, had the floors professionally refinished less than two years ago, and our kitchen professionally renovated with granite countertops and repainted less than two years ago, the appraiser determined instead that properties that were ( variously ) : a ) Significantly smaller ; b ) Sold for 17 % less than another unit in the same building ; c ) Not able to obtain as much rent ; d ) Had much higher HOA fees ; e ) Outside of the geographic catchment area were a better match. The appraiser in defending his appraisal is saying that for sales of equivalent sized condos with only 2 bedrooms and 1 bathroom, that a new kitchen and a slightly fresher bathroom and floors will add a pure $ XXXX on top of a $ XXXX sale. Heck, renovate the other four rooms and your 2.1 condo in XXXX will be worth $ XXXX! That is clearly ludicrous and unsupported by what is actually happening in the market. Rather than checking the appraiser report, Quicken insisted on pushing back on to us to find information, only to reject that information when we presented it even though it came from the only sources they recommended. The appraisal was never independently reviewed. It was sent back to the same appraiser, who of course was not willing to admit he had done a half-baked job, and was overseen by XXXX XXXX of Quicken who never bothered to get to grips with the material in front of her. XXXX repeatedly dismissed our emails without bothering to understand and respond to the specific points we were making. It was like there was some mindless robot on the other end of the email and no matter how logically and how many times you laid things out, they could only respond with the same answer. For example we first raised the issue with comparable # 3 on XX/XX/XXXX and we raised it again and again in the days that followed, but even so on the XXXX of XXXX she wrote Typically it will be noted in the report on the sales comparison grid if the property is foreclosed. Which property are you referring to?. We had already told her this half a dozen times and it was symptomatic of the fact that she was always going to give the same answer, irrespective of the validity of our concerns. The responses from Quicken suggest that the review of our appraisal was a sham. It served no point and had no other outcome available other, except to be a huge and frustrating and unfair waste of our time. It was a foregone conclusion in that Quicken was never going to change anything no matter what we showed to them because they were only concerned about their rocket mortgage mantra and pressuring the customer into getting their loan written as quickly as possible. The result of the appraisal does not allow us to achieve the financial objective we wish to achieve. We have been charged {$500.00} for this service by Quicken, we have provided them with highly confidential and sensitive information, spent significant time and effort compiling documents and research, have exchanged dozens of emails with them, and we broke of discussions with other lenders, only to be railroaded by Quicken in accepting whatever deal was quickest for them.
Company Response: Closed with explanation

Timely Response

2019-03-26

Fort Lauderdale, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-25

Yantis, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/19, I applied at Rocket Mortgage to get pre-qualified for a mortgage. I was conditionally pre-qualified after detailing my financials and other circumstances verbally. Once the process began, I gave more and more people the specific details about my circumstannces ... divorce, etc. The initial contact said they would work through all of that and that I needeed to be prepared to provide documentation and explanations for my circumstances. During the course of this process Rocket Mortgage reps called, one after another, and I made sure each of them knew that I was working in XXXX XXXX, Texas and buying a house in XXXX, Texas. Not one time did the issue of residency distiction come up. The only trace of concern was XX/XX/19 they requested a letter from my employer explaining my " re-location ''. I immediately responded reiterating that I was not being relocated and that I stay in my RV when I work in XXXX XXXX. I further explained that I came across the deal on this house and wanted to purchase it as my primary residence given I do not own a home and I own an RV Park XXXX miles away. After 41-days of back and forth, me providing all manner of paperwork, today I get a call stating that this will have to be classifed as a secondary home mortgage and I will need 10 % down plus closing costs. My circumstances will not afford that and it is completely unacceptable. It did not take them 41-days to determine that I would be commmuting from XXXX XXXX to XXXX and back ... I told them from the very start. What's more, their explanation of why this is a secondary residence was inaccuarate. I told them that I will be in that house at least 186 days of the year and that is more that than half of the year. 104 Weekends 20 Vacation Days 9 Stock Market Holidays 53 Monday 's ( I leave at XXXX XXXX on Monday 's to go back to XXXX XXXX ) 186 Total Days What is even more aggregious, they did the appraisal before they actually had the signed Sales Contract. They recommended their title company, XXXX, and then a week later called and said they could not work in XXXX County, Texas, where the subject property is located. They said that we need a Survey, and after the Seller paid {$850.00} and it was completed Rocket Mortgage comes up with this disqualification due to the distiction of the home. This is qwrong and they need to be accountable to their business practices.
Company Response: Closed with monetary relief

Timely Response

2019-03-22

NY

Improper use of your report

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

Reporting company used your report improperly
Complaint: On XX/XX/19 I received a call from XXXX XXXX NMLS # XXXX from Quicken Loans. Every few months I get soliciting phone calls from them as I am an existing customer. He said he was going to do some research on my property and get back to me. Five minutes later I got an alert that someone pulled my credit report. I called him back because we never spoke about running my credit. He called back and sai he listened to the phone conversation and that I gave permission. Knowing he was lying I called The executive offices and spoke to XXXX XXXX. After Mr.XXXX looked into it he called me back and said I never gave permission or even spoke about my credit. Mean time my credit score dropped. I was in the process of buying a new csr. My intrest rate went up due to the decrease in credit score. I then just went to put my motorcycle on the road for the season and found out my insurance went up {$230.00} due to my credit score decreases. I After not getting anywhere with XXXX XXXX I called his boss XXXX XXXX and got nowhere with him I called his boss XXXX XXXX. She thinks just by trying to remove the Hard inquiry it will make things better. She also told me she is the highest in the company I can go. I know that's a lie. These three people are professionals in hide problem from the top executives. This has put me in a finacial bind and anything in the future will cost me more money due to my credit score. Please see attached letter from XXXX XXXX admitting that XXXX XXXX had no authorization to do a hard inquiry on my credit report!
Company Response: Closed with non-monetary relief

Timely Response

2019-03-20

Oxford, GA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: Rocket Mortgage/Quicken Loans like to do the bait and switch. I applied for a XXXX mortgage loan. I was then contacted by XXXX XXXX who said that he would need to run my credit and upon finishing that, I was PRE-APPROVED! Now to ensure everything would be ready when I found my dream home, I would need to submit all my documents and provide all my personal information to go ahead and close on the loan now. I was quick about providing everything and they even set me up with a realtor to " start looking for my dream home ''. I decided to download the app to stay on top of everything and found the loan amount to be around XXXX. I immediately called XXXX and asked what was going on because we discussed XXXX but that is not showing on my portal. He put me on hold and " pretended '' to be confused as well. He then tells me that my credit does not support a XXXX loan and it won't be able to be closed. Why was this not disclosed before I provided all of my personal information and documents? I ask XXXX why this happened and why he was not honest about the amount I was pre-approved for and he states that the change happened in another department. What?! It made no sense. Needless to say, I ended my business with them immediately. A month later I get a text asking for permission to run my credit to get me to closing ... .what??? You guys are trying to trick me again, I tell them they do not have permission and that I did not appreciate the bait and switch just to gather my most sensitive and personal information. The " senior '' specialist named XXXX XXXX said he was " Sorry I feel that way. '' I informed him it was not a feeling but what actual transpired. I am filling this formal complaint so others are aware of these unethical practices. No one should be lied to, just to gather personal information and then offered almost half of what was originally offered via " pre-approval ''.
Company Response: Closed with explanation

Timely Response

2019-03-20

Santa Rosa, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-19

Main Office, VA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: XX/XX/19 the Quicken Retention team contacted me regarding the payoff request they received. They proposed they could do better on my new the mortgage for my new home I am set to close on XX/XX/19. I agreed to proceed with the application. In the online application process Quicken asked for my realtors contact info so that they could communicate the status of my mortgage with them. I provided my realtor XXXX XXXX 's name & contact information. On XX/XX/19, XXXX XXXX from Quicken sent an email to my realtor ( XXXX XXXX ) and the listing/sellers agent for the property I am purchasing, XXXX XXXX ( email attached ). This email disclosed that Quicken was processing a mortgage for me on the XXXX XXXX transaction. On XX/XX/19 XXXX XXXX was contacted once again by a Property Appraiser contracted by Quicken to appraise the property. He verbally disclosed he was contacting her to access the XXXX XXXX property for an appraisal for my loan with Quicken loans. At NO time was I asked for nor did I grant permission for Quicken to disclose my relationship with Quicken to XXXX XXXX. I believe this to be a GLB Privacy Violation. On XX/XX/19 I spoke with XXXX XXXX at Quicken 's " Senior Research Executive Offices '' regarding Quicken 's contact with XXXX XXXX. She explained this is part of their regular business practices to contact the realtors on both sides of the transaction. When asked how they obtained the sellers agent info ( as I did not provide it ) she did not respond the question. When pressed about privacy concerns regarding contacting an unaffiliated 3rd party without my consent/permission she stated she is not an attorney and could not comment. At that time I stated she and I had nothing further to discuss and I would submit the complaint to the CFPB for investigation. It is important to note I would not normally be submitting a complaint. However, from my perspective the dealings with the selling agent has been strained and contentious at best and the actions of Quicken have only served to further complicate the transaction & communication. I understand Quicken would have no way of knowing the struggle we have been having with the sellers agent, however that just goes to show why it is important for them to follow GLB Privacy and ONLY contact 3rd parties in which they have express permission from the applicant/borrower.
Company Response: Closed with explanation

Timely Response

2019-03-19

Quartzsite, AZ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: On XX/XX/2019 I did a second mortgage search, Quicken Loans have paid ads in the search results that claim you can do a second mortgage with them. They have you fill out all the information acting like you are getting a second mortgage, pull your credit and then tell you they only have first mortgages. Then they have a high pressure sales person call you while you are still viewing the mortgage rates, wondering why there is no second mortgage rates. I have a 3.25 % first mortgage and wanted to redo the second mortgage which is at 7.25 %. " XXXX '' tried to pressure me into redoing my first mortgage which is not only completely unethical, but makes no financial sense and is completely not in my best interest. It is truly sad that these types of tactics can still exist after what occurred in the mortgage meltdown. He would not let me talk or ask questions and just tried to berate me into redoing my first mortgage. I had to raise my voice to get him to stop. I told him, " I was in the business for 10 years, it is not in my best interest to redo the first mortgage and I don't want to touch my first mortgage. Can you do a second mortgage or not? '' He said " No, good luck. '' and hung up on me. Complete bait and switch tactics as they are advertising a product they do not even offer.
Company Response: Closed with explanation

Timely Response

2019-03-19

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-18

San Mateo, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a loan with them. They approved me for XXXX. On the approval letter they said there is a guarantee XXXX $ if they couldnt close. After 1 week of opening the escrow they denied my loan. Im asking for the XXXX.
Company Response: Closed with monetary relief

Timely Response

2019-03-18

Omaha, NE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In XXXX XXXX ; we sent Quicken Loans a check in the amount of {$120.00} to be put into our ESCROW account in anticipation of the ever increasing premiums for hazard insurance which would come due again in XXXX of XXXX. In XX/XX/XXXX, sometime ; a QL rep called to tell us that we had too much money in escrow and did we want her to send us a check for the excess. We told her no that we wanted the money to stay in the escrow account until the annual analysis done in XX/XX/XXXX. She told us that the money would then stay in the account. Along in early XX/XX/XXXX ; we get a call from a QL rep telling us that they were sending us a check for excess funds in our escrow account as determined by the recent escrow analysis just completed. When we told her that we did not want the funds, as we wanted them to be in the escrow account for the XX/XX/XXXX hazard insurance premium payment just in case the increase was way above a reasonably anticipated increase just like we saw in the previous year. Since we are on social security, we have to make budgetary adjustments in more modest increments so we wanted things covered in advance. Too late, the check was on its way ; but, we could send it back ( after cashing and depositing it in our checking account then taking a chance that QL would loose it on their end like they did the year prior ). Or, worse yet ; she told us that once we deposited the check we could call them and they would electronically take the funds out of our account ( yeh, right ... .no visibility on our end as to where the money goes or how much ( fat finger mistakes ) until we get our bank 's statement ... .no thank you. So, we just sent the paperwork containing the unscheduled analysis and attached check back to QL. Now, through one XXXX XXXX, Client Relations Team Leader, Quicken Loans Executive Office, Phone : ( XXXX ) XXXX Fax : ( XXXX ) XXXX ; they come clean that some mope decided to reschedule our annual once a year escrow analysis from XXXX to XXXX ; but, since that would have made thirteen months between analyses, they jammed this one in XXXX which of course showed no need for additional funds since the hazard insurance premium had not been billed as yet. But, we did not know what the heck was going on from what we last knew.
Company Response: Closed with explanation

Timely Response

2019-03-16

Warrenton, VA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a mortgage loan refinance with Quicken Loans. I was preliminarily approved, received a rate lock and paid a {$500.00} fee for the appraisal, based upon Quicken Loans saying that the appraisal fee had to be paid to confirm the rate lock. A day later, feeling like I was pressured unnecessarily to pay the {$500.00} appraisal fee, I applied to another lender who provided a preliminary approval at a significantly lower rate and closing costs. I contacted Quicken Loans and requested to withdraw my application with them and for a refund of the appraisal fee, which was never performed. Since then I have not received a confirmation from Quicken Loans that my loan application with them has been withdrawn and they have not refunded the {$500.00} appraisal fee I paid even though the appraisal was neither scheduled or performed. I received a better deal from another mortgage lender but Quicken Loans is not cooperating in my request to withdraw my loan application and to refund the fee I paid for a service that was not performed.
Company Response: Closed with explanation

Timely Response

2019-03-14

TX

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: I am the signer of HELOC # XXXX, however both my wife and I own the home for which the loan was taken out on. She is also the responsible party and was effected by the government shut-down as a government employee. We have been struggling to pay this HELOC during a disaster affecting our area in XXXX ( Hurricane Harvey ), then the principal came due and now a furlough has affected our income. My wife phone quicken to let them know of this and instead of offering to help, this company reported 30 day late notices to the credit bureau. As a result, we can not refinance our mortgage to relieve us from the burden of trying to pay a variable interest rate. A second call was place to quicken and my wife was told they would look at our income, but needed to speak with me first and we would continue to be reported to the credit bureaus. This is not something that would help us, it takes more than an hour to answer their questions and our credit score would suffer if we pay less ... ... when ask about a program that would help and not affect our credit score, the representative said just pay what you owe!!!
Company Response: Closed with explanation

Timely Response

2019-03-14

Belvedere, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response