QUICKEN LOANS, INC.

2018-10-23

Garrett Park, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: On Monday XX/XX/18, My Sister saw an email from Quicken Loan stating that because the full amount was not paid, a late fee as been added to account. She contacted them and was told that there was a shortage of {$7.00}. She explained that we did not receive a statement and that I used a previous bill to make payment. She was told that we were obligated to pay the late fee as we had been given a grace period before, she made payment of {$50.00}. My sister notified me and I contacted them after work to discuss issue. I spoke with a XXXX requesting to speak to a supervisor, she transferred me to XXXX who then transferred me XXXX XXXX ( the later identified herself as in the executive cooperate team ). I Recounted the situation to all and reiterated it several times to XXXX. We did not get the XXXX statement, I searched for a previous stub and fortunately found one, which I used for the amount and the address to send in payment. I did not realize the amount was different until the incident. I pleaded indicating that {$75.00} was a very high penalty and it should be waived in good faith. XXXX reiterated that it was done once before and could not be done again for the duration of the loan. I corrected her noting that it was not a late payment but a situation where what my sister wrote in words did not match the written figure, stating that we are humans. we do make mistakes. ( What actually occurred in that particular instance, my sister 's sick daughter was choking while she was writing the check, and she ran to care for her, she indicated she inadvertently completed the check. ) In this situation, I reiterated that we did not deliberate pay less or late, but a situation of using the only stub I could find without knowing it inaccurate ; as we did not receive the bill. XXXX told me that it was my responsibility to go online and review my account, that they mailed the bill, have no control over the post office delivery, the payment is due on the first of the month and that they were being nice by extending 15 days, that regardless, they would not remove the {$75.00} late fees because it had been done before. I responded that I was old fashioned, do not do online banking, it would not have occurred to me to go into the account, noting that their records would show that I have not access it since closing and only used it because it was their requirement to process loan. I I further noted that I know she is not responsible for postal errors but it does occur and cited recent incidents of other peoples mail in my box ; that the payment was made but unfortunately the stub was {$7.00} less than the current. XXXX continued to reiterate my responsibilities and that late fees will not be removed because it is my responsibility to make payment on the first of the month, also that Quicken Loan made several attempts to reach me by phone on XX/XX/18 but I did not respond. I indicated that there were no calls to my home or cell from them and that all I want to for the charges removed. She continued to reiterate their position, I told her that this was very disconcerting to me, that I was going to file complaint with XXXX XXXX consumer services and Maryland State Attorney 's Office as I consider their action harsh and unfair. She told me to go ahead but it wont change their decision and that she will investigate the calls and get back to me if I wanted. I responded that it did not matter to me, all I want is the removal of the {$75.00} late fee, the discussion was upsetting me and that I have had problems with Quicken Loan right after my deposit and that I was going to change mortgage company. ( My sister and I are co-owners of property and we write checks after deductions of all monthly utilities ( which varies ), so we do not write the mortgage checks for the same amount every month, as a result of this, we could not use the payments from the previous checks to make XXXX 's payment ). Please help us get justice.
Company Response: Closed with explanation

Timely Response

2018-10-22

Helena, MT

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: On XX/XX/XXXX and XXXX, XXXX, Quicken Loans pulled my credit report without my knowledge or authorization to do so. I found out just this year, XXXX, that the inquiries were on my report and I got a hold of Quicken Loans immediately. They asked for a letter from me stating that I did not authorize such a credit pull, which I provided. I want disciplinary measures taken toward Quicken Loans and the mortgage loan officer who pulled my credit report twice without any sort of authorization by me whatsoever. They fraudulently obtained my credit information without my expressed consent and there should be repercussions. I was told today, XX/XX/XXXX, by XXXX XXXX, representative for Quicken Loans, that the inquiries will be taken off my credit report with no direct date of this noted. XXXX did take XX/XX/XXXX, off because it was a repeat of the one Quicken also pulled on XX/XX/XXXX. As of this date, the pull on XX/XX/XXXX, is still on my credit report.
Company Response: Closed with explanation

Timely Response

2018-10-22

Phoenix, AZ

Incorrect information on your report

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-22

Conway, SC

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

2018-10-19

CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: On XX/XX/18 I applied for a new mortgage to refinance my home with Quicken loans. They charged me {$500.00} as an application fee. On XX/XX/18 Quicken arranged for an appraiser, XXXX XXXX to appraise my home. That appraiser, supplied a report to Quicken that was full of flaws resulting in an appraised value of at least {$300000.00} lower than the fair market value of my home. I complained to Quicken and they refuse to refund the money I paid them. They say a third party arranged the appraisal and they paid {$610.00} and there is no money to refund. Either Quicken or me will be out the {$500.00}. It shouldn't be me. It's not my fault their appraiser didn't measure the square footage correctly or consider recent sales comparables that would have resulted in an appraisal of over {>= $1,000,000} instead of {$870000.00} as supplied by XXXX XXXX. Now, as of a half hour ago, Quicken has obviously sold my information to another mortgage broker, XXXX XXXX, XXXX XXXX XXXX ( XXXX ) XXXX. He called telling me that he got my name as someone that applied for a loan at XXXX and it didn't work out. Asking if he could work with me on a loan. I have heard from XXXX XXXX, Lead Resolution Advocate at Quicken Loans several times, stating they're sorry I'm not happy with the appraised value and they won't refund my {$500.00} fee. She can be reached at XXXX QuickenLoans.com
Company Response: Closed with explanation

Timely Response

2018-10-18

Santee, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-18

Tucson, AZ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I spoke with a rep at Quicken Loans about refinancing, I decided to pursue a different avenue and he left me alone. The I got emails and text back and forth with another rep and indicated my biggest issue was their persistence. After being done with her I kept receiving numerous calls from XXXX ( XXXX ) XXXX, 7 in the past 2 days alone, 2 I answered he just recorded my voice and hung up. There are also a few other numbers I think are them as well ; ( XXXX ) XXXX called me 5 times in that same span.
Company Response: Closed with explanation

Timely Response

2018-10-17

Bellaire, TX

Incorrect information on your report

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

Information belongs to someone else
Complaint: been battling XXXX and id theft for more than 7 YEARS NOW I DONT KNOW WHAT TO TO ANY HELP WOULD BE GREATLY APPRECIATED FILED FTC, POLICE REPORT TO XXXX AND XXXX COUNTY
Company Response: Closed with explanation

Timely Response

2018-10-16

Oaklevel, VA

Trouble during payment process

Mortgage: VA mortgage

Complaint: When we had a closing dated last XX/XX/2018, i have knowledge that my taxes from XX/XX/XXXX to XX/XX/XXXX ( last quarter of the year ) was paid and included in the closing cost. But i received noticed and billed from XXXX City Treasurer that {$570.00} taxes was due on XX/XX/2018. I immediately called Rocket Mortgage to asked what is going on and contacted escrow company ( XXXX XXXX ) why it was not paid yet but i have not received any respond. I paid my taxes 3 days before i got the penalty. But now, Rocket mortgage still not doing anything to deduct taxes from my monthly mortgage and they still included the escrow amount on my Principal and interest.
Company Response: Closed with explanation

Timely Response

2018-10-16

Douglas, MI

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-12

PA

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/2018 Quicken loans called me on the phone wanting to give me a loan for a home my wife and I am looking to purchase. I explained to them that I was already working with a lender and they ran a credit check on me without my permission. I immediately called the up and demanded it be removed at once. They kept on playing phone tag with me putting me on hold and transferring me with several different individuals. I explained to them that I was going to file a complaint with the FTC and I got the impression that they didn't care. This is the second time quicken loans did this to me the first time was in XX/XX/2018.
Company Response: Closed with explanation

Timely Response

2018-10-10

San Diego, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: From : XXXX XXXX Sent : Wednesday, XX/XX/2018 XXXX XXXX To : XXXX ' XXXX Cc : XXXX ' XXXX ; XXXX XXXX XXXX Subject : RE : VA Case # XXXX ; XXXX XXXX XXXX XXXX XXXX, NC XXXX ; XXXX XXXX, XXXX Hello XXXX, What kind of education does it take to earn the title of Senior Feds Specialist? Is that another title that Quicken made up? I assume by you making this request you are a licensed loan officer which also means youre out of compliance and have violated Federal and State licensing requirements by sending this email without your NMLS ID in your signature. If youre not licensed then someone over there should be pretending to work for The Feds department as if youre a representative from the Federal government is a violation of a multitude of lending laws. As if that werent enough the bait and switch tactic you all have been using to poach clients from other lenders by sending out unrealistic terms on your Loan Estimates is about to come to an end. This particular client that youve just requested a case transfer from has a signed application with XXXX XXXX and Quicken has yet to provide a true and honest GFE to this borrower so that he can compare rates/costs and hes being misled by the Loan officer or whoever is handling his loan. Lastly Quicken Loans already sent an appraiser to this borrowers house and has a completed appraisal without obtaining the VA Case Transfer prior to that fact. Its hard to see anything honest about the business practices over there. Ill make sure to raise this issue with the CFPB and the NMLS. Enjoy your day. Regards, XXXX XXXX Loan Officer XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, CA XXXX ( XXXX ) XXXX ( Direct Line ) ( XXXX ) XXXX ( Fax ) XXXX NMLS # XXXX - Originating Loans in AL, AZ ( XXXX ), CA, DC, FL ( XXXX ), KS ( XXXX ), NC, OR, OK, WA XXXX and WI. Company NMLS # XXXX From : XXXX, XXXX XXXX On Behalf Of VA Case Transfers Sent : Wednesday, XX/XX/2018 XXXX XXXX To : XXXX XXXX XXXX Cc : VA Case Transfers XXXX Subject : VA Case # XXXX ; XXXX XXXX XXXX XXXX XXXX, NC XXXX ; XXXX XXXX, XXXX Hello, Please transfer the above referenced case number into Quicken Loans name. The required information for the transfer is below. In addition, the Veterans signed transfer letter is attached. 1. Lender ID -- XXXX 2. Sponsor ID if applicable None needed ( we are LAPP Approved ) 3. Email address of the new SAR attached to the case - XXXX 4. The name of the individual who is the new lenders point of contact. XXXX XXXX 5. The phone number of the individual who is the new lenders point of contact. ( XXXX ) XXXX 6. The email address of the individual who is the new lenders point of contact. - XXXX **Please also confirm if the appraiser has been paid** If you could so kindly respond to this email letting us know when this request has been completed it will be greatly appreciated. Thank you in advance and have a great day! Best Regards, XXXX XXXX | Sr. Feds Specialist - The XXXX XXXX : ( XXXX ) XXXX | Toll Free : ( XXXX ) XXXX XXXX Fax : ( XXXX ) XXXX
Company Response: Closed with explanation

Timely Response

2018-10-09

Inglewood, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-07

Atlanta, GA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: Hi, I applied for a loan with Rocket Mortgage to purchase a property in XXXX GA. The total amount of the loan is around {$140000.00}. I want to say and certify I never purchased a house in USA and I am not familiar with the process or with any type of loan. Rocket Mortgage recommended me to apply for a FHA loan to purchase the property and this is what i did. During the process, I specified several times to all the parties involved including, my real estate agent, Rocket Mortgage banker and the insurance company, that my wife and my kids are in XXXX and till my wife will get her visa approved, there are lot of chances that I will rent the property. Rocket Mortgage told me this is a " first time buyer residence '' but NEVER mentioned I will not be able to rent the property. It's only at the closing, XX/XX/2018, the attorney made me signed a paper saying I will HAVE to move in and I CAN NOT rent this property for a year but it was already to late and I kind was obligate to sign. The attorney advised me to contact Rocket Mortgage to try to fix it. I contacted several persons in Rocket Mortgage, explained my situation but they kept telling me there is nothing they can do. I also told them, my wife is in this Visa process for over a year now and if in XX/XX/2018 she will not get her Visa approved, I will have to move back to XXXX and work from the XXXX branch of the company I am working for. Which means the house will remain empty and I will still have to pay the mortgage, why I would apply for a mortgage that will put me in this position at the first place. It was them mistake, not mine since they suggested me to take this FHA loan. Now I am contacting you please, first to complain about Rocket Mortgage and also to see if you can refer me to the right place where they may give me an approval to rent my property according to my circumstances. Thank you. Please contact me if you need any further information.
Company Response: Closed with explanation

Timely Response

2018-10-05

Sangerville, ME

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I have been trying to work with Quicken Loans, representative XXXX XXXX, XXXX XXXX. singer Point of contact Direct phone # XXXX. I have been trying to sell my home for almost 2 years that I owned with a previous partner. We are no longer together and neither of us can afford the home on our own. Where we have been unable to sell the the home I reached out to Quicken this summer and was connected with a representative. I was told without applying for anything that I didn't qualify for any programs because I was current and my credit score was too high. I then met with a housing counselor and we spoke to XXXX XXXX on XX/XX/2018 sometime after XXXX XXXX EST. He again told me that I would not qualify for anything and discouraged me from applying even though he had not reviewed my financials. He wanted to push me towards a short sale and sent me an application with incorrect information that he would not correct. I printed the application, fixed the errors and sent it back in. I was denied and when I again spoke with him he seemed upset that I had applied at all. He told me to lower the selling price even though I would not qualify for a short sale and ask the real estate broker to not be paid any commission. He has not been helpful, he has been rude and making assumptions he has no right to do. I can not afford to retain this home and want to work with quicken for the best exit possible for both of us, but need a representative that will work with me and not against me. Also, I can not get them to send all correspondence to my current address that is not the home. They do have my correct address on file, but continue to send information to the vacant home.
Company Response: Closed with explanation

Timely Response

2018-10-04

Lk Buena Vis, FL

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 am a XXXX years old XXXX, XXXX, having as only income SS XXXX. Last year, XXXX sent me a letter warning me that their consumer 's files have been hacked and my was one of them. As a result I was monitoring my credit report profile. On XX/XX/XXXX a inquire from Quicken Loans was showing in my file. I complained to them that it was not mine. As a clear prove, I am a XXXX years old XXXX person living on social security only. My house is fully paid and for my age and health conditions it is not my intention in to have a mortgage. No now, No never! again : my house is fully paid. I complained to both, credit report bureau and Quicken loans. After one year of complaining I finally got a phone call today XX/XX/XXXX from Quicken Loans. They don't want to accept only my clear reasons why I was not the person who request a mortgage ... the reason that my credit profile was hacked is not enough ... the reason of my health condition is not enough, the reason of my age either ... Maliciously, the want from me to have a police report ( police doesn't want to make a report about this civil issue ) I do not have other choice than complaint to you and ask you for your help. I began to believe that it has been Quicken loan who has pulled out my credit report without my authorization! They do not care if I am a handicapped old person. It seems like they want to punish me by asking me to go to the police to fill a report??? See attached email. Please help.
Company Response: Closed with explanation

Timely Response

2018-10-04

GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Quicken Loans Inc. defalcated on a loan dated XXXX of 2016 in which they sent falsified documents to HUD in order to close an unaffordable loan that has caused me to go into default. They used wrong information to get the loan certified and insured by shoveling the numbers. Though nothing changed as to my income, interest, property taxes and insurance, or the PMI on an FHA loan, the mortgage payments went up from a barely affordable amount that I did not have a hard time paying to an amount that added up to more than 50-percent of my income and I am on a fixed income. It turned out that they used someone else 's property taxes and not mine at origination in order to make the loan appear affordable when they knew it was not at the time. It was a clear RESPA VIOLATION and a violation of the TRUTH IN LENDING ACT in order to falsify the loan as affordable. The intent -as with all others- was to foreclose on my home within one to two years and walk away with the insurance, my home, and the equity in my home. I tried to get them to fix their error by changing the loan to a conventional uninsured so the payments could be affordable again, but they said they would only do so if I would pay them {$3800.00} in " unearned '' pre-closing fees. It's all on record. Quicken is in a current settlement status with the Department of Justice for making many of these types of bad predatory loans.
Company Response: Closed with explanation

Timely Response

2018-10-03

Grand Prairie, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a " rocket Mortgage '' on Quicken 's site thinking I could do the mortgage online XX/XX/XXXX. I was then called every hour for about a week with people wanting to talk to me about a mortgage. I never received any disclosures despite them reviewing all 3 credit reports. I never received any documentation about where my scores were or what products were available but NUMEROUS calls about how their agents could assist me on the phone. After over 10 days of little to no documentation in writing I requested to ONLY be contacted in writing. I received 1 email and NEVER received any disclosures.
Company Response: Closed with explanation

Timely Response

2018-10-03

Dallas, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I recently refinanced my home loan, the purpose was to escrow my insurance and taxes. Later I found out that was not done, I even asked the notary before my signing. I believe I was deceived and taken advance of because of my age. My payment is higher and my taxes and insurance was not set in an escrow. The company paid the first year of taxes and insurance but told me I would have to pay them back.
Company Response: Closed with explanation

Timely Response

2018-10-02

Woodland, WA

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

2018-10-02

Bolingbrook, IL

Attempts to collect debt not owed

Debt collection: Payday loan debt

Debt is not yours
Company Response: Closed with explanation

Timely Response

2018-10-01

Manchester Village, VT

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-27

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-09-24

Branchburg, NJ

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-09-24

Clayton, MO

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX I spoke with XXXX XXXX at Quicken Loans to go through with an application process ( since we had an accepted contract for home purchase ). She advised me that they would deduct {$500.00} from my bank account via debit for the appraisal that would come off closing costs. I agreed to all of this and she then sent me to XXXX XXXX. At XXXX on XX/XX/XXXX, I sent XXXX a text message stating that I no longer wished to continue my loan process with them, that I wanted to utilize a local lender and to cancel any appraisal that could be in the works ( although this was all the same day ). On Monday XX/XX/XXXX, {$500.00} was withdrawn from my account. I emailed both XXXX and XXXX and stated that I'd like that money refunded and my loan withdrawn. That I contacted them on Friday and ultimately they never should have taken the money. XXXX told me that she would cancel and refund me. On Wednesday XX/XX/XXXX, my current loan company told me that my loan was still in process with Quicken and that they needed to withdraw a specific loan number for them to be able to continue. XXXX was out of the office, so I spoke with a XXXX XXXX. He kept asking me why I wanted to cancel since all my paperwork was already submitted and switching now could jeapordize my close date. I stated that at this point, I wouldn't do business with their company just because of the way they do business. If I say cancel, I mean cancel. It shouldn't be that hard. He told me that he'd cancel and I'd be refunded minus any 3rd party fees. That same evening ( XX/XX/XXXX ) I received an email from Quicken to check out my appraisal. So now I know that I'm not going to be refunded since they had the appraisal done. Although I did tell XXXX that I shouldn't be on the hook for an appraisal they ordered after I'd withdrawn my consent. - This is a FHA appraisal, and I'm going with a conventional loan, so this appraisal doesn't do me any good. I can't use it. Nor should I have to be responsible for an appraisal dated XX/XX/XXXX when I canceled on XX/XX/XXXX. I reached out after I received the appraisal to XXXX and XXXX stating that I still wished to be refunded and wanted the names/contact information to supervisors/managers. They will not give me any other contact information but XXXX did state that she was under the impression that my loan was withdrawn and I was to be refunded per our XX/XX/XXXX conversation. I am not sure who else to contact to resolve this issue, but I want to be refunded from this predatory lender who doesn't do whats asked of them. Thank you for your help with this.
Company Response: Closed with monetary relief

Timely Response