QUICKEN LOANS, INC.

2018-07-30

Bellaire, TX

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: XXXX XXXX XXXX inaccurate information to credit company or broker
Company Response: Closed with explanation

Timely Response

2018-07-30

Cumming, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-26

Sweetwater, TN

Closing on a mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-07-26

South Florida, FL

Incorrect information on your report

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

Account status incorrect
Complaint: I have a mortgage account with Quicken Loans for 6 years. I always had the account on auto pay. In XX/XX/XXXX, after Hurricane Irma, they offered a benefit to victims of the hurricane in Florida in which they could provide a break of 3 months without needing to make payments. I made use of this benefit from XX/XX/XXXX to XX/XX/XXXX. My mortgage was reinstated in XX/XX/XXXX where my payments would begin in XX/XX/XXXX. They re-set my auto payments ; however, only until XX/XX/XXXX. I was never notified that this was temporary. Between the months of XX/XX/XXXX and XX/XX/XXXX, payments were not automatically withdrawn from my account and they reported my mortgage as 90 days late to the credit bureaus. I never requested a change or removal of the autopay. They did that on their own after I had set it up form the beginning of the life of my loan in XX/XX/XXXX. Now they refuse to make the proper adjustment to the incorrect credit report they made.
Company Response: Closed with explanation

Timely Response

2018-07-25

South Florida, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I contacted Quicken Loans on XX/XX/XXXX to enquire about the Natural Disaster forbearance options available. ( Transcript provided to me by QL attached ). The agreement that was communicated was that no interest would accrue during the 3 month period that I would not have to pay my mortgage. That my balance would be frozen. I continued to pay my escrow during this time because property taxes and homeowners insurance still have to be paid of course. At the end of the 3 months, we would set up the continuation of the mortgage and that options would be available to choose from at that time. I chose to start a new 40 year mortgage at the rate of 4.00 %. My understanding is that no interest would be added to the UPB, because that was the agreement and what was explained to me. I reached out to QL monthly to make my payment over the phone as I was not allowed to pay online at this point. I continued to ask the progress and was told it was still in the works. I also asked a few times about the balance that was showing, at times it did not look correct, but the XXXX from what it was in XX/XX/XXXX was still reducing. I was told that it was because we were in the middle of the modification and it would be corrected when finalized. I continued to contact them at the start of the month and make payments over the phone. On XX/XX/XXXX, I contacted Quicken loans to again proactively schedule payment as modification was still not completed. And again was told it was still in process but expected to be complete within a few weeks. On XX/XX/XXXX I received a text from QL ( image attached ) telling me I can get back on track. Get on track? I just talked to you and scheduled my payment last week. Im totally on track waiting on you. I called Quicken to enquire on this matter and was told that I owe money and need to pay it now. I asked for what and was informed that I had an escrow shortage. I went to the website where there was a link to View Escrow Analysis now no document was available. I was very upset, I have been on top of the matter and always reaching out to make payments while hoping that my modification would get completed and they made me feel like a derelict. They completed a new escrow analysis and immediately told me that I need to get back on track, yet no escrow analysis was available for me to review. Around this time, I saw that my UPB had gone up significantly and I asked about that as well. I was told that they added back in the interest from the 3 month period I wasnt paying. I told them that was not the agreement. I was forwarded to XXXX XXXX who said he would check the recorded message. I checked my documents again the following week and there was already a late fee of {$55.00} assessed on my account for not paying the Escrow shortage which also shows on the XX/XX/XXXX statement. I had a late fee for an amount that they could not show me a document for the new escrow analysis. I finally received the escrow analysis by email from XXXX XXXX on XX/XX/XXXX. In reviewing, they did no analysis, just used last years figures. I was told I could contact the property appraisers office to get a more accurate projected tax bill and have the escrow analysis adjusted. Thank you, but I have no interest in doing their work. My time is more valuable and I will get the difference back in the long run. At this time, they did credit me the late fee and I paid the difference in the escrow shortage. Link was still available on the site and I still could not open an escrow analysis. On XX/XX/XXXX, I followed up again with XXXX. He reviewed the message with me and agreed that they had told me that there would be no interest and emailed me a transcript. I stated something along the lines of this sounds like a legal matter. He gave me the address to send a qualified written request. On XX/XX/XXXX I submitted a QWR attached - requesting an adjustment to the principal balance to reflect our agreement ( verbal contract ) that no interest would accrue. They have since denied the request in writing. Documentation attached. What is most unnerving about their denial response is the opening where they take a portion of the original mortgage stating that I agree to pay interest through the life of the loan. This is a bully tactic to push me away from pursuing our agreement. We entered into a new agreement in XX/XX/XXXX. Further, they again acknowledge that they agreed that no interest would accrue. But we believe this really meant that no additional interest would accrue???? So, you are telling me that you werent going to DOUBLE CHARGE INTEREST? I appreciate your consideration in rectifying this matter.
Company Response: Closed with monetary relief

Timely Response

2018-07-24

KS

Communication tactics

Debt collection: I do not know

Frequent or repeated calls
Company Response: Closed with explanation

Timely Response

2018-07-24

Charlotte, NC

Improper use of your report

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

Reporting company used your report improperly
Complaint: Quicken Loans hard pulled my credit report without my permission, which lead to decrease of my credit score.
Company Response: Closed with explanation

Timely Response

2018-07-23

San Gabriel, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: A few months ago Quicken Loans contacted me in regards to refinancing my loan to pay off debt and take some equity. I should currently have a 4.1 or maybe its a 4.2 interest rate, so when he told me that the {$20000.00} I wanted to take would increase my rate to 4.75 I said NO THANKS! Thats not a deal. Fortunately, today I looked at my statement and I see an interest rate of 4.75. Im like OMG! What happened! I then recalled the phone conversation of the guy trying to get me to refinance. So I logon to Rocket Mortgage and I see that my old loan was closed ... and it shows a date of XX/XX/XXXX! I never did this!! Im sooo upset!! I have 2 properties with Quicken and I refianaced them at the same time. I just looked at my other property info and it was refinanced XX/XX/XXXX ... .so thats when both properties were done. How can they do this to me and change my interest rate? What if I had not seen the mistake ... then what? What if I was the elderly ... and I didnt notice the mistake. This is sooo wrong! Just prior to sending you this email I sent an email to Quicken, so Im waiting to hear their excuses. Ugh!! Im so XXXX off! Please help! THANK YOU
Company Response: Closed with explanation

Timely Response

2018-07-23

Okc, OK

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

2018-07-20

Keyport, WA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-07-17

Alafaya, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-16

Staten Island, NY

Incorrect information on your report

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

Information belongs to someone else
Complaint: On XX/XX/2017 Quicklen Loan gave me a hard pull which I did not authorize. I never did any business or got a loan from this company. This is fraud and I would like it removed from my file as soon as possible. I had spoke to there customer service team and they had said would remove any hard pull since I never authorized it.
Company Response: Closed with explanation

Timely Response

2018-07-15

Macclenny, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: I applied online at Rocket Mortgage by Quicken for a loan pre-approval. I had to give all of my and my wife 's financial information, social security number ect ... Then I was told I was preapproved up to {$390000.00}, which is the amount of the house we were looking at. I asked for a loan estimate prior to giving them any further information and was told that I would not get that until I supplied them with the actual property we wanted to purchase. Since the house we were looking at went into a pending status, we will have to continue our search, but I still need to have an estimate of the amount they are going to charge me for closing cost. Their agent refused to give me a loan estimate. He said it is required for them to have the property address that we are buying. I do not believe this is true because thousands of people do a pre-approval before even beginning to search for a home. I explained to him that the home had gone under contract with someone else and that we were back to the drawing board. We do not plan to spend more than 400K for a home and I asked him to use that figure for the loan estimate form. He again refused. This is his email : ( As was stated prior, a full address is needed to obtain a Loan Estimate. Without the full address, a loan estimate can not be issued. Current numbers sent in email, are the closest estimates for the programs you requested & those numbers will change daily until you get an actual home & LOCK in the rate itself. Will be happy to issue you a Loan Estimate once you have a property w/full address. Thanks XXXX Enjoy the day!!! Appreciate you XXXX XXXX XXXX | Senior Purchase Banker Direct : ( XXXX ) XXXX | Toll Free : ( XXXX ) XXXX XXXX Cell : ( XXXX ) XXXX | Fax : ( XXXX ) XXXX | NMLS # XXXX It is my understanding that if I apply for a loan, which I did, they have 3 days to supply the loan estimate. They pulled a credit report, so the application was done.
Company Response: Closed with explanation

Timely Response

2018-07-13

Hamden, CT

Improper use of your report

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

Reporting company used your report improperly
Company Response: Closed with explanation

Timely Response

2018-07-13

Las Vegas, NV

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I watched a commercial for Rocket Mortgage on TV and decided to give them a call to get a rate quote to refinance my home loan. I wanted to rate shop before making a decision on which company I would use. The person at Rocket Mortgage who took my call gave me a rate range of low 4 % to mid 5 % and would not give me a more accurate rate unless I applied for a loan which required me to give him my social security number. I told the rep that I had an XXXX FICO score, a loan to value of 30 % and had proof of income. I said I don't need an exact rate just a ball park rate. He said he couldn't quote a rate without taking a full application. I said I have bought 10+ homes in my life and I have never had a mortgage bank/company not be able to give me a approximate rate. Having consumer 's have to give a full application and run their credit report unnecessarily is wrong on so many levels. I think that Rocket Mortgage just wants you to complete a full loan application before giving you an approx rate quote so that you will go with them since the application is complete and that is not a fair business practice. Call made on XX/XX/XXXX from cell phone # XXXX XXXX XXXX XXXX or XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-07-13

GA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: On XXXX-XXXX-2017, I sold my house to my son. During the process, I sent Quiken Loans a copy of the property taxes that I, the seller paid in full for tax year 2017 to XXXX XXXX, Georgia. Once the house closed and I received my final check, I realized that the loan company had deducted the property tax of {$1500.00} from my final check! After talking to three people including upper management, I was told that in order for me to get my money back I would have to get the money from the buyer or the buyer would have to re work his loan to add the funds to his loan. These taxes were paid in full as required by law before this loan was finalized. Quiken Loans kept this money to pay taxes that were already paid upfront in full. That's double taxation on the loan companies part! They, Quikin loans, had no write to require me or the buyer to pay a bill that was already paid as required before the loan was finalized. Therefore, I want, deserve and demand my {$1500.00} back in my pocket where it rightfully belongs!!!
Company Response: Closed with explanation

Timely Response

2018-07-12

Mc Farland, WI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-12

ND

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: I called quicken loans on XX/XX/XXXX to get pre-quailfied for a home loan. I explained that this is going to be an investment property and I was needing a loan for {$80000.00} I told him my whole plan and he said let 's pull your credit. He pulled credit report and said everything looked good with you and your wife but, unfortunately we can't lend out that amount for an investment property due to it being too little. They would not go less than $ XXXX. I disputed my credit inquiry and they came back and said that we would give you {$75000.00} but unfortunately your wife 's credit is to low. Quicken loans is coming up with every excuse on why we are not approved.
Company Response: Closed with explanation

Timely Response

2018-07-12

VT

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Rocket Mortgage ( Quicken Loans ) charged me {$500.00} for my consent to proceed 3 days after I applied. They changed the loan amount from {$81000.00} to {$86000.00} without my knowledge or approval. Are they allowed to do that? Can I get that back?
Company Response: Closed with explanation

Timely Response

2018-07-09

Pinellas Park, FL

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My morgage has been in forebearance since hurrican Irma hit FL back in XX/XX/XXXX/XX/XX/XXXX. My insurance company setteled my claim but the money is being held by Quicken Loans out of XXXX, MI. Repairs have been complete for over two weeks and Quicken can not get their outside vendor ( inpector ) to call me and schedule an inspection to verify repairs have been made -- -so that the balance of the money can be transfered to me. My house is up for sale b/c I am XXXX XXXX and need to move to WA state for my next XXXX assignment.
Company Response: Closed with explanation

Timely Response

2018-07-09

Scottsdale, AZ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-07-08

Hollywood, FL

Trouble during payment process

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

Company Response: Closed with monetary relief

Timely Response

2018-07-06

Havana, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I had spoken with the loan officer of Quicken loan about refinancing. He had come up with a good offer that I couldn't refuse. He was only mentioning to me that the deposit for appraisal was refundable and I will receive it in a form of check or credited to the loan but failed to mention to me that if the loan did not work out the deposit is not refundable. He had me sign so many papers and when come to the appraisal deposit he had sign again but still did not mention anything about the appraisal not being refundable if the loan did not process. I had paid XXXX and the loan did not work out. Now they telling me I had sign it but initially they did not mention anything about it not refundable. I had talk to the senior administration official..they said the case is close and they can not do anything about it and keep telling me I had sign it .. but I'm not aware of it and sign it thinking that everything was going well. I felt cheated because the loan officer did not mention to me anything about the appraisal policy. The only thing he was telling me was its refundable after closing. I know I lose my money but this company need to have their employees honest upfront with their clients.
Company Response: Closed with explanation

Timely Response

2018-07-05

Lexington, KY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I contacted customer service for my mortgage co. on about XX/XX/2018. I had received an escrow analysis, which showed my account in the black ''. I asked the agent if I could pay extra escrow in order to maintain my same monthly payment. I had done this same transaction on my escrow account two years before ( to keep my payment at the same amount as previous year ). However, the agent said I could not contribute to my escrow and my payment would be going up XX/XX/2018. So, I told the agent that if over this year I contribute extra to my escrow in order for next years ' escrow analysis to show I have enough to cover any increase in tax or insurance. The agent said that no matter what I did to my escrow account, if tax or insurance increase each year, your payment will increase each year. I asked the agent if I had {$400.00} surplus in my escrow and my payment was to increase {$20.00} per month, my escrow would more than cover the increase even by keeping my monthly payment the same. to me this does not make sense. I want to keep my payment the same, as I am retired and on a fixed income. If I have some extra money during the year and what to put it in to extra escrow, so that my payment will remain the same ... .what is wrong with that?
Company Response: Closed with explanation

Timely Response

2018-07-03

Barr, SC

Incorrect information on your report

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

Public record information inaccurate
Complaint: Quicken Loans on our mortgage contract was not to include two lots adjacent to property we received a loan on in XX/XX/XXXX. Their attorney assured us at signing that the contract had no other error than the mentioned extra two lots on a page that the closing attorney told us to circle the lots 7 and 8 and put an. X over it and initials by my husband and I. In XX/XX/XXXX, I had XXXX XXXX, furlough days st work and my job position at XXXX was. A budget throuout the district. My husbands company of 13 years sold out to a franchise in which came in and changed the entire company. Everyone had a title change, so the company could legally change everything about the employees pay and job description. The XXXX position had a van, to deliver product in, all expenses paid, gas was a significant amount that was reimbursed, a required cell was covered by the company with the primal owner. Then the new owner have a choice of XXXX per hour from a previous salary of XXXX a week, health insurance, 401k. I had to quickly add myself and my husband to my work insurance, since I was just diagnosed with XXXX XXXX XXXX. My husbands has had XXXX XXXX XXXX for years st that time. We put our house and our lots up for sale because we could not pay {$1200.00}, plus escrow anymore for the house payment. XXXX was given our mortgage loan even before the first payment was due. We got behind and XXXX did not pay our escrow taxes for the first two years when we were on time. After XXXX would not accept any kind of. Payment arrangement they sent foreclosure papers to us on XXXX. The cover sheet said that the property involved included the two adjacent lots that Quicken Lians knew we were not going to do the loan back in XXXX if they had to include those two lots. My attorney immediately let Quicken Loans and XXXX know legally responding that the two lots were not included. A mediation meeting was held in XXXX at attorney XXXX office. XXXX had attorneys show up, Quicken had a problem wit the lawyer they were to send but still they never gave input per phone that day or and day for these last horrific days to clear up our loan that the two lots were not in the loan and we have never been able to get out of litigation because of that. Quicken Lians never would offer us any help on a modification loan or any help and so they nor XXXX would work with SC Help that we had XXXX XXXX in XXXX, SC do all the processing to get us help, but XXXX and Quicken Loans would not give any comment back to them or our attorney for an amount they would accept as the price of the house. At that time, SC XXXX had {$32000.00} to XXXX XXXX XXXX since we were struck hard with financial loss, then XXXX would not give us a modification loan except to be the amount we had in the first place, XXXX dollars, I still have the slips to send in with the payment and XXXX and HUD want to say we would not accept help! Then we were thrown to XXXX XXXX XXXX XXXX and they demand to change our XXXX contract to deficiency loan while our original contract has deficiency waived on it, they would not work with SC Help last year about XX/XX/XXXX, with XXXX XXXX, the give our attorney an amount they would accept for the house. SC Help had {$36000.00} to come off of the price at 2 percent interest rate but XXXX would not respond. XXXX just told my attorney they would give us a XXXX payment and go up to XXXX after a few months?! My husband had XXXX XXXX due to XXXX after the mediation meeting, then, with him not working and no financial help, we had some property foreclosed on. Then my husband had XXXX XXXX XXXX the time he had a XXXX job that paid XXXX an hour. He was released from that job and could not work standing for long periods of time. Three years ago his XXXX had gone back to XXXX and had an ablation procedure that worked. So, he has just completed two years of XXXX XXXX XXXX and working as an XXXX with XXXX XXXX XXXX at a XXXX XXXX. I had my job taken away as a budget cut, but the XXXX had found me a lower paying job in XXXX, and I am still st that XXXX XXXX. The XXXX XXXX XXXX XXXX knows this, all we need was Quicken, XXXX XXXX, still there, can vouch that we were not going to do the loan if they were going to include the two lots 7 and 8. I now have been diagnosed with XXXX, and we have and are still being told we are. Going to lose our house over the last ten years. We have done everything that you are to do to be able to save our home, but instead we are told we can not rent, or buy anything now that our credit and judgements are on us. I couldnt cover the land payment or ever try help from somewhere else, since we were always in litigation over land that was never in the loan, but no one would ever satisfy or justify in writing to clear us up to live life the last eight years. To be able to play and have a little money to do a few things with the grandchildren.
Company Response: Closed with explanation

Timely Response