QUICKEN LOANS, INC.

2019-01-30

Camp Hill, PA

Applying for a mortgage or refinancing an existing mortgage

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

Company Response: Closed with explanation

Timely Response

2019-01-27

KS

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: XX/XX/2019. Picture show chat between agents and I. No APR was ever quoted with rates so it made it impossible to shop rates. I wasnt sure if either of them were even licensed. I had to physically ask. I feel deceived. Is Quicken not held to the same standard? I am uncomfortable.
Company Response: Closed with explanation

Timely Response

2019-01-25

Houston, TX

Closing on a mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-01-23

Snohomish, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-23

Chattanooga, TN

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-21

MD

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Applied for a loan with excellent credit score, stable work history, and 6 plus figure salary. Wanted lowest interest rate because of excellent creditworthiness. Received instant approval from multiple leaders who were competing for my business. Decided to go with quicken mortgage because of excellent rate. Completed process and loan approved. Once home appraisal was completed and loan was ready rate and points changed. Leader promised to correct problem and I refused to go to closure until this was resolved. As a result of this position quicken made the appraiser adjust appraisal report to prevent me from getting loan. Apparently after a long battle to correct the interest rate and points problem they reach out to the appraisal company and had them to make adjustments to lower the value of my appraisal report which prevented seller from selling property to me. The appraisal that was initially sent listed property value at XXXX after the back and forward of correcting interest rates and points they had it lowered to XXXX which is way below market in area. THe mortaage company is working with appraisers to defraud customers. Had to work behind scene to get to the bottom of what was going on. It Took me a while to get reports but I have the proof of this fraudulent activity. Also I was able to get the same home from another lender with a new appraisal that was almost the same price as the original appraisal of XXXX and XXXX higher than the fraudulent one of XXXX they made appraisers adjust. They are not independent organizations. They are working together. Took me 6 months to get information but Now that I have proof, I will be contacting XXXX. I was told to take this step first.
Company Response: Closed with explanation

Timely Response

2019-01-18

Sylvester, GA

Improper use of your report

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

Reporting company used your report improperly
Complaint: Ouicken Loans company employee created another application on me when I closed with the same company on XX/XX/XXXX and then on XX/XX/XXXX anew package was mailed to my home on XX/XX/XXXX. If this employee had ran my information should came up in the data that I close. This is the problem, this employee ran a credit report and used my SS number with authorization. I know under the Fair credit reporting act, Security freeze, Privacy Act, this Identity fraud. I did not communicate with the banker to have the second application done. The second issue was my property taxes taxes for the city of XXXX being listed on the closing cost details sheet at closing and include during closing and was not not paid at the time of closing. I received a check for {$750.00} in the mail in my name as a refund check. Why didn't they send it to the tax office. The company put it back on me. I reported the issue to several people, one tried to verbally bully me and I report it and receive a call and they apologize for the young man actions. XXXX XXXX investigated my issue and returned her finding and apologize all the company mistakes. We stated communicating by email so I would have a record, before that we talk verbally on the phone. She tried to be helpful and add the taxes to payment. which are in the email she sent me. Once I stated the company owe me for violated my right to privacy, civil right, anti-bullying me by employee verbally, things changed after I asked for a settlement of {$150000.00}, because I stated that according to the Gramm-Leach_Bliley Act, means misusing someone SS number is a security breach for the company and the Privacy Act of XXXX. XXXX email changed, she state that the company doesn't owe anything because they did not do anything, but my question is why did she apologize for all the mistakes and why she appeared to be sock about the issues and took a week to investigate the my concern, I called he twice and she apologize for the employee verbally bulling me and for the mistakes. I also talked XXXX XXXX and XXXX XXXX by email about the tax issues.
Company Response: Closed with explanation

Timely Response

2019-01-18

Bartlett, NY

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On or about XX/XX/XXXX, I sent my mortgage payment to Quicken Loans Inc in the amount of {$1000.00}. The due date is XX/XX/XXXX with a 15 day grace period.The due payment was {$780.00}, the balance to go to be applied to the principal. Quicken admits it was received on XX/XX/XXXX, but did not post it until XX/XX/XXXX claiming an unknown problem according to a Customer Service Rep. On XX/XX/XXXX, I received a statement dated XX/XX/XXXX. The statement said that I had not paid for XXXX and billed me {$1500.00}. On XX/XX/XXXX, I called as and spoke to the Customer Service Rep and was informed that they send out the statement on the XXXX as they have to give a " reasonable amount of time '' before the next due date. I pointed out that 1 ) my payment was not late as per the 15 day grace period and that the statement preceded the expiration of the grace period by 15 day. I was passed on to a Mr. XXXX XXXX, Client Executive Advocate. He repeated the same thing. 2 ) Mr XXXX claimed that this change in policy was due to a Regulation 1026.41. I pointed out that the regulation only required a " reasonable amount of time ''. 3 ) My point is that Quicken Loans Inc is sending out statements which are erroneous, and confuse the debtor, making him'her think they have not paid and will send in a double payment.
Company Response: Closed with explanation

Timely Response

2019-01-18

Phoenix, AZ

Trouble during payment process

Mortgage: VA mortgage

Complaint: Quicken Loans, Inc. XX/XX/XXXX Complaint is about the company 's method of handling escrow shortages, and their refusal to keep my monthly payment the same, even after I paid the escrow shortage. I received a bill for an escrow shortage, and promptly paid the bill. Then I received another notice indicating that my monthly payment will still increase because of a future escrow anticipated adjustment. I agree to pay that amount now, so my payment could remain the same. I was told that this could not be done, and that if I wanted to keep my monthly amount the same, then I should look into a tax exemption or find a new insurance company with lower rates. This was because of a Quicken Loan , Inc. policy enacted in XX/XX/XXXX. Personally I think this is a financial fiasco dreamt up to keep more money in their pockets. There is no reason why I should not be able to keep my mortgage payment the same if I pay the escrow due amount. I am retired and on a fixed income.
Company Response: Closed with explanation

Timely Response

2019-01-18

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-17

Gateway, GA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-01-17

Everett, WA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a mortgage with Quicken Loans on XX/XX/2018. They sent me the initial disclosures, a day outside of the mandatory 3 day window. They had changed the loan amount from XXXX to around XXXX as well as the interest rate, of course it went from XXXX to XXXX. I've been asking for weeks to have it changed back or for them to explain themselves without any answers. Instead they send me emails, call me and try to pressure me into proceeding without ever addressing the concerns. Then today, almost 3 months later I get an email and the loan officer ( 2nd loan officer after I requested a change ) told me that once I'm approved for a loan he can talk rates and fees. Are you serious? You want me to submit all of my documents, pay for an appraisal and then once you've approved my loan, you'll tell me how much its going to cost me? This is the definition of unethical, and clearly in violation of TILA.
Company Response: Closed with explanation

Timely Response

2019-01-07

Occoquan, VA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Quicken Loans Executive Mortgage Banker contacted me on Friday, XX/XX/XXXX around XXXX ET. We spoke about the details of my loan request, amount, percent of down payment, amount to be financed, my desire to not have any points to pay, and my desire to do a borrower paid PMI so I'm making monthly payments of the PMI rather than it being baked into the interest rate. I also provided him the credit score that was used by the mortgage company that pulled my credit earlier in the week. I asked him to email me the rate and PMI he was getting, along with fees, so I could have something to reference as I shop for rates. Below is what he sent me at XXXX ET that morning. Hello XXXX, It was great speaking with you today. Per our conversation, we discussed the following option : Purchase Price- {$570000.00} Down Payment- {$28000.00} ( 5 % ) Rate-4.375 % PMI- {$100.00} per month Origination- {$1100.00} ( Total Closing Costs could be anywhere from 3.5 % -4 % ) This is based on what we discussed and can change depending on where the market is at. Once I get everything in the system with a credit report I will know more of an exact figure. Please let me know if you have any additional questions! '' Today, XX/XX/XXXX, I spoke to him again and told him I have a ratified contract and am ready to lock in my estimate, however, I need to know if the rate has changed since Friday and if he can help bring the origination cost down since there is a competitor who is charging quite a bit less. He said he would contact me at XXXX ET today with the new rate, if it had changed. He called at XXXX ET on the dot. Very punctual. When we spoke, he said the rate had not changed. I asked him about the origination fee and he kept telling me, Friday and today, that he needed to run my credit to get an approved packet over to this Director. An approved packet should NOT be required to talk about origination fees that are wholly owned by the lender. Despite that, I asked him to at least have the conversation with this Director to see if they would be open to moving on the origination fee, considering I'm getting a quote with quite a bit of a lower rate. I called him back at XXXX ET today to ask him if he had an update on the origination fee. He didn't and said the same thing again. So, rather than continue trying to get through this without letting them run my credit, I went ahead and gave him my social security number and income so he can get the origination fee negotiated on my behalf. Instead, he calls me back at XXXX ET to tell me the interest rate has changed. At XXXX ET the same day, he told me the rate had not changed. I don't understand how that happens. His statement now is that I need to pay points in order to buy the rate down to the 4.375 %, an opportunity for them to make money. I've included the details of the additional interest they will collect because of the rate difference so that's yet another opportunity for them to make money. These deceptive practices are the reason the CFPB was created. I can not believe they continue.
Company Response: Closed with explanation

Timely Response

2019-01-06

Antonino, KS

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-01-02

Melbourne, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: We were given a pre-approval letter by Quicken Loans in XX/XX/201, were not provided a denial letter until XX/XX/2017. The denial disclosure was not provided within 30 days. This requirement falls under the Equal Credit Opportunity Act ( ECOA ) / Regulation B. My husband and I have been trying to get this settled for almosr two years now without getting any resolution. We have sent emails and complaints and have had this issue just swept under the rug and the business that the complaint is on continues to do this same thing to other people. The company continual states that they did nothing wrong. They have tried to put this on us by saying my husband did not complete the credit application when it was sent in from thier website.. He sent in info weekly that was stated as needed. They said nothing until our lease was up. Even though they told us and the property manager that everything was going good and we would be approved. The property manager at that time had written up a contract. I don't think he would have done so if he was told we would not be getting the loan.Quicken Loans has done nothing but state they did nothing wrong. We are not the only people this company has wronged. This needs to stop. The stress of dealing with Quicken Loans on this issue almost killed me. I was admitted to the hospital for a XXXX XXXX XXXX, and had back to back risky XXXX and almost died. The stress of this is not wanted or needed. We just want back what we had to pay during all of this. Even though this situation has cause other financial issues. If this issue is not settled, it could continue to have a stress factor on me and end me up in the hospital again with the same issue, and once again I could die. Maybe that is what the company wants so I will stop complainig and bring this issue to their attention to resolve.
Company Response: Closed with explanation

Timely Response

2018-12-27

Anderson Township, OH

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-12-27

Shalimar, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Quicken loans increases our payment each and every year even if there is not an escrow shortage. Even when they give a refund of escrow overage - they will increase the payment. I called last year and paid the shortage, plus an additional amount and they finally relented and left my payment the same. This year, I am getting a refund for the overage about {$700.00} and they are raising my payment by ~ {$30.00} and REFUSE to leave it the same. This mortgage company rates among the worst!
Company Response: Closed with explanation

Timely Response

2018-12-21

West Brandywine, PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The loan was paid in full by a wire transfer on XX/XX/2018 quicken loans messed up the payofff and didnt apply it until XX/XX/2018 after the help from the settlement title company. Not only are they trying to keep the extras days of interest but trying to charge us for the MIP for the month of XXXX in the amount of {$230.00}
Company Response: Closed with explanation

Timely Response

2018-12-21

Anaheim, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Yesterday XX/XX/2018 at around XXXX XXXX PDT, I received a call from Quicken Loan so they can provide me information about a possible refinance. The employee name who called me was XXXX XXXX. His number is XXXX. XXXX asked me a couple of questions about what my intentions were for the refinance and how does my credit look like. I told him my intentions and told him my 3 credit scores. Then I had to jump to a meeting and told him I will call him back to continue the discussion. About an hour later, quicken loans does an hard pull on my credit report and dropped my score by 3 points. There was permission from me to run my credit and no authorization was given to do that.
Company Response: Closed with explanation

Timely Response

2018-12-18

Magnolia, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On XX/XX/2018 around XXXX XXXX I called quicken loans to make a full mortgage payment over the phone on the last day of my grace period due to unforeseen circumstances. I was advised by two quicken loans managers that they could not process my payment in full today because we were paying from 2 separate XXXX XXXX accounts. I was told that quicken loans had to split the payments and process one today and one tomorrow. In doing so that scenario would automatically generated a XXXX dollar late fee because one of the payments would now get posted past my grace period because of the way their payment process system is set up. That is not my problem! and I shouldn't be penalized for your payment system or IT department not being able to figure out how to process different types of payments to the same account on the same day. And the worst part is having the audacity in charging me a XXXX dollar late fee due to your limited customer service payment processing shortfalls I'm demanding a refund. I felt i was being gouged scammed into fees that were designed to pad your companies bottom line, The question is how many other innocent borrowers that didn't speak out that have also been taken advantage of by your so called split payment system. XXXX Dollars times Ten million borrowers let 's say makes a nice profit.
Company Response: Closed with explanation

Timely Response

2018-12-18

Chicago, IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-18

MO

Trouble during payment process

Mortgage: FHA mortgage

Complaint: Name : XXXX XXXX XXXX Address : XXXX XXXX XXXX XXXX, XXXX XXXX Primary Phone : ( XXXX ) XXXX Email Address : XXXX Quicken Loans Sales Method : Phone Call Complaint Category : Financial Payment Method : Check Amount Paid : XXXX Date : XX/XX/XXXX XXXX XXXX Description : I have a Mortgage with Quicken Loans. It has been in good standing since succession using auto pay from my checking account. I was just informed by XXXX XXXX, on XX/XX/XXXX, that Quicken changed there accounting practice. n XX/XX/XXXX, not allowing for a discrepancy in payment of any amount. Calling it corporate advances. I was billed in XX/XX/XXXX less than a {$2.00} difference. They held back the mortgage payment until June, with late fees of {$44.00}. Then paid the balance in XX/XX/XXXX using XX/XX/XXXX and XX/XX/XXXX payments. This has continued until XX/XX/XXXX. Each month payment sent by auto pay was held for 1 month, charged late fees and then caught up the following month for a discrepancy of less than {$2.00}. By charging late fees each month, holding my on time payment for 30 days, Quicken Loans has charged me an additional {$150.00} plus. Also reported me to the credit bureau as late on a mortgage payment. I was unaware of the changed amount due to serious health problems. In XX/XX/XXXX I left my home in XXXX XXXX, to have follow up care in XXXX. After 4 hospital stays this year, I finally was able to get to my mother 's to pick up bills. At that time in XX/XX/XXXX, I sent Quicken a check for {$75.00} to catch up any discrepancy. I was not aware that they had changed their accounting practice. According to XXXX XXXX, at Quicken, they received every mortgage payment on time, however with accumulating late fees, and monthly discrepancies in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. Quicken held back every payment in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. XX/XX/XXXX., XX/XX/XXXX. And now XX/XX/XXXX. They are asking for an additional {$77.00} to catch up the account. All of which are late fees which their accounting practice allowed. In short, while having failing health, with never missing a monthly payment, Quicken loans held back each month 's payment of {$500.00} and {$520.00} the last six months and then charged me late fees dispite catching up in the changed billing amount in XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX with an additional {$75.00}. A discrepancy of less than {$2.00} each month. I explore you to please review these accounting practices which are unethical, and maliciously creative. Sincerley, XXXX XXXX XXXX XX/XX/XXXX {$500.00} PAID {$500.00} XX/XX/XXXX {$510.00} billed PAID {$500.00} XX/XX/XXXX {$510.00} billed PAID {$500.00} XX/XX/XXXX {$510.00} PAID {$520.00} XX/XX/XXXX {$500.00} PAID {$500.00} XX/XX/XXXX {$500.00} PAID {$500.00} XX/XX/XXXX {$510.00} PAID {$500.00} XX/XX/XXXX {$510.00} PAID {$500.00} XX/XX/XXXX {$510.00} PAID {$500.00} XX/XX/XXXX PAID {$500.00} XX/XX/XXXX {$520.00} PAID {$500.00} TOTAL PAID XX/XX/XXXX XX/XX/XXXX {$5000.00} XX/XX/XXXX PAID {$500.00} XX/XX/XXXX {$520.00} PAID {$500.00} XX/XX/XXXX {$520.00} PAID {$500.00} XX/XX/XXXX {$530.00} PAID {$500.00} XX/XX/XXXX XX/XX/XXXX {$14.00} PAID {$20.00} XX/XX/XXXXXX/XX/XXXX XXXX PAID {$500.00} XX/XX/XXXX XX/XX/XXXX {$500.00} PAID {$500.00} XX/XX/XXXX XX/XX/XXXX {$500.00} PAID {$500.00} XX/XX/XXXX XX/XX/XXXX {$500.00} PAID {$500.00} JXX/XX/XXXX XX/XX/XXXX {$500.00} PAID {$500.00}XX/XX/XXXX PAID {$75.00} XX/XX/XXXX XX/XX/XXXX {$510.00} PAID {$520.00} XX/XX/XXXX XX/XX/XXXX PAID {$520.00} XX/XX/XXXX XX/XX/XXXX PAID {$520.00} XX/XX/XXXX TOTAL PAID {$5600.00} XX/XX/XXXX Business Name : Quicken Loans Address : XXXX XXXX XXXX XXXX, XXXX Phone : ( XXXX ) XXXX Contact Name : XXXX XXXX Complaint Resolution Action Taken : Sent email to business Other - Phone calls, repeated
Company Response: Closed with monetary relief

Timely Response

2018-12-15

Jupiter, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am XXXX XXXX XXXX and a XXXX survivor ( XXXX ). Based on my prognosis, I decided to take my life 's savings to make a down payment on a condo with me as the applicant and my son the co-applicant. We used Quicken Loans. On XX/XX/XXXX via email I informed the salesman, aka " Executive Purchase Banker '' XXXX XXXX that his colleague told me I did not have to have my home owner 's insurance ( or property tax ) escrowed with Quicken, and I did not want to do this. XXXX called me up. I was tired, and he told me he would have to charge me more money at closing if I did not do this. The issues here are lack of full disclosure and coercion. On XX/XX/XXXX Quicken Loans sent me an email saying they had paid my property taxes : {$1500.00}. This was too low, so I called Quicken Loans and the agent told me they were right and I was wrong, and unless I got something in writing from the Tax Collector, Quicken Loans would not do anything. ( If I had taken her word for it, our home would have gone into foreclosure. ) I contacted the XXXX XXXX Tax Collectors office via email and they responded that my taxes were {$1900.00}, and had not been paid. I faxed a copy of the email along with a copy from the page from XXXX to Quicken Loans. Evidently they had sent the money to pay someone's else 's taxes. A XXXX XXXX said they were in the process of getting my money back from XXXX XXXX County, and supposedly also sent the {$1900.00} from my account. ( So here is now no money left in my escrow account. ) I looked on the XXXX site and my taxes still were not paid and the {$1500.00} is still missing. Another customer service rep named XXXX told me they were " still working '' on getting my money back. She also said Quicken Loans does not pay my taxes, they have another company do it and that company mails a check to the tax collector, which may not cash the check for several weeks. I told XXXX XXXX, I do not want to escrow either insurance or taxes with Quicken Loans anymore, and she told me that I had to for 12 months, but this is not what paragraph 3 of my mortgage contract says. It says the Lender can release me from this obligation anytime. This is fraud. I asked XXXX XXXX the name of their attorney. XXXX XXXX responded that she is busy " researching '' and will get back to me.
Company Response: Closed with explanation

Timely Response

2018-12-13

Elmwood Park, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-12-12

San Francisco, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response