QUICKEN LOANS, INC.

2018-06-07

TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX, I closed a refinance loan with Quicken Loans. During the process Quicken Loans estimated my taxes incorrectly. They based the tax amount to be paid on the taxes which were paid during the previous year ( XX/XX/XXXX ). This proved to be a huge error as my home was a new-build during the previous year and the tax rate was significantly different. On XX/XX/XXXX, I received a letter from Quicken Loans informing me that I was required to pay {$4500.00} to their company as a result of " changes in my taxes or insurance ''. Quicken Loans gave me the option of paying a lump sum for the full amount or dividing the amount into 12 payments which would increase my mortgage by {$640.00}. The increase in payment was to begin on XX/XX/XXXX. Since that time, I have spoken to several Representatives at Quicken Loans XXXX XXXX number. The only other option I have been offered is to spread the amount 24 payments. I have reluctantly agreed to after much discussion, debate, and dispute. I have offered their representatives many different solutions, all which have been denied. Even after spreading the shortage amount over 24 monthly payments, I am still going to have to pay approximately {$450.00} more a month on my mortgage. I do not feel that my family and I should have to experience the hardship created by the error Quicken Loans committed. Especially since the tax rate in my city and county can be easily figure it out by running a simple XXXX search. I also feel cheated as the huge difference in payment lured me to refinance, which resulted in my agreement to pay unnecessary refinancing fees and costs. I even wonder if Quicken Loans Representatives used this error as a tactic to entice me into their fees. I am hoping that you're Bureau can assist me with this matter as I feel that I may experience a very extreme financial hardship due to the above error.
Company Response: Closed with explanation

Timely Response

2018-06-07

Aslo, MN

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-06-07

Glendale, CO

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: XX/XX/2018 - Quicken Loans called me after I was researching on their site. We started talking, then when it came to the credit information I told them not to pull my credit and I am going to wait about 6 months. As soon as I got off the phone I got a notification that my report was pulled from all 3 agencies.
Company Response: Closed with explanation

Timely Response

2018-06-05

Venice, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-05

Tallahassee, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-05

E Northport, NY

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
Company Response: Closed with explanation

Timely Response

2018-06-04

Shulerville, SC

Trouble during payment process

Mortgage: VA mortgage

Complaint: I refinanced my home in XX/XX/2017 with Quicken loans. My ex-wife was on the previous mortgage and she was also the named insured. Part of the refinance was to remove my ex-wife, XXXX XXXX, from both the mortgage and the deed. During the process of closing, Quicken loans obtained a policy number from XXXX XXXX and paid the amount to XXXX XXXX that was due on the policy. The policy that Quicken loans paid was the old policy that XXXX XXXX was named on. XXXX XXXX had already released XXXX XXXX and when they received the money, they immediately sent it to XXXX as an overpayment. Quicken loans then discovered that they had paid the WRONG policy and sent out another payment for the right one. During the Escrow analysis in XX/XX/XXXX, Quicken loans determined that my escrow was short XXXX XXXX XXXX dollars and XXXX cents. Quicken then sent the escrow analysis to me in the mail giving me the option to pay it back over 12 months or one lump sum. I have no idea what the process of refinancing a house is which is why I had an attorney at closing. I did not receive, nor benefit from the money that XXXX XXXX received in error. I have made my mortgage payment on time, and have done everything I should do, and I do not feel that I should have to pay for someone else 's mistake. ( i.e. Quicken Loans, XXXX XXXX, or XXXX XXXX XXXX. )
Company Response: Closed with explanation

Timely Response

2018-05-31

LA

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/18 I completed an online inquiry with quicken loans using this link VIA my cell phone ( https : //www.quickenloans.com/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ) to see about refinancing my home and borrow additional cash to consolidate another debt. Completing the inquiry, there were no indications as to a hard credit inquiry nor about it being a formal application for a mortgage, only indications of rates and offers. The only disclaimer was a communications consent at the end of the questionnaire about being contacted by affiliates. Immediately after completing the profile I received a phone call from a representative at Quicken Loans to connect me with a licensed mortgage lender for my state. He stated he needed some more information in order to see what they could offer and proceeded to ask questions. Not once did he explicitly state he was doing a hard inquiry on my credit file, nor ask for my consent to do so, and no where on the questionnaire that I completed was that term explicitly stated either. I have done this process several times with other lenders and they always clearly state whether they are doing a soft inquiry or a hard inquiry, and ask for explicit consent when they do so. I did not complete an official application for a mortgage, but was only seeing if I could be approved for better terms than my current mortgage. Other than this, he was very professional and stated that the terms I currently have were very good and he wouldn't offer me anything better. Not long after I received a notification that a hard inquiry had been placed on my credit file and was from XXXX XXXX XXXX with reference to Quicken Loans. I immediately called XXXX who referred me to call Quicken Loans. I called Quicken Loans customer service, the rep I spoke with was named XXXX. She reviewed my call with XXXX ( the original rep ), and stated that she agreed that my conversation was not clear and they apologized. She would make note of it and bring it to the attention of her executive team to review and make sure their communications were more clear in the future. I stated that's great, but I don't want to be the example, I never explicitly consented to having a hard inquiry done and wanted it removed from my credit file. She indicated it was not fraud and therefore could not be removed, but they would make note of it to improve their communications. I asked to speak with a supervisor and she brought in XXXX. XXXX heard my complaint, apologized and said he would review the case and call me back that evening. He did call me back and stated he reviewed the case and his interpretation of the conversation was I did clearly give consent, and offered to play the recording back to me. He did play the recording and I then explained to him that I've done this process several times with other lenders and they all give explicit disclosures and notices of their intentions, this was the first time that a company did not. He then proceeded to tell me that one inquiry is not significant. I told him if this isn't resolve to my request that I would file a complaint with the CFPB, offered my reasonings. We then both stated regret for our disagreement.
Company Response: Closed with explanation

Timely Response

2018-05-31

Las Vegas, NV

Incorrect information on your report

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

Information belongs to someone else
Complaint: XXXX a company consumer reporting agency located at XXXX XXXX XXXX XXXX, XXXX, CA XXXX has false information reporting thereto third parties such as Quicken Loans and other agencies whom stated that they found negative reporting and could not fund our loan. This information is unknown and is falsely reported. I have never heard of XXXX until XX/XX/XXXX. They had my birthday ten years older than what i am and one day removed from my original birth date. Something is very strange with this information they posted. Quicken Loans denied us after we went over the information due to some unknown issues newly found. XXXX and Quicken loans working together. XXXX { XXXX } has been harassing us since they alleged to have acquired a loan from the FDIC on XX/XX/XXXX. At the same time i, was battling to regain my investment with XXXX XXXX XXXX. XXXX. so that is how this began.
Company Response: Closed with explanation

Timely Response

2018-05-31

Newark, NJ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Hello, XX/XX/XXXX - I applied for a refinance with Quicken loans thru their Rocket Mortgage service. I was pre-approved. After discussing the application with one of there loan officers. I was told everything looks good and I just need to order the appraisal, I paid the {$390.00} appraisal fee. The appraisal came back to Quicken and I was told the appraisal came back much lower than estimated ( even lower than original value ) It was a little strange since the market in my area is and at the time was on the rise. I was ok with the decision but requested to see a copy of the Appriasal it my right since I paid for it out of pocket. I was told it will be mailed to me. I couple of weeks passed by and I did not get it. I tried calling and spoke to a customer service representative who claims the appraisal was emailed to me but I never received it. THe representative then said she will resend me a copy via email ( which I never requested in the 1st place it was supposed to be mailed ) and that she will also mail me a copy. I never rcvd anything. I moved on and admit did not follow up until last month XX/XX/XXXX. I spoke to a representative in client relations after I explained my situation. I was told that the appraisal was sent to a different email address but they could not confirm if it was mailed. The agent told me she was assure me that I will get the appraisal by XXXX. 2 weeks have passed and Im really tired of dealing with the phone agents who tell you what you want to hear but never get the work done. As I licensed MLO originator I can tell you that the MLO at quicken loans ( don't remember is name but im sure it can easlily be traced ) is misleading borrowers and steering them to loan products that benefits since commission. Once he found out I was not going thru with the loan cause I was not going to pay the XXXX he wanted at closing ( Wow where is the net tangible benefit to the borrower here? ) he ignored my requested and moved on. I just need a copy of my appraisal before I file suit for refusing to provide me with a copy of my appraisal.
Company Response: Closed with explanation

Timely Response

2018-05-31

NC

Trouble during payment process

Mortgage: Reverse mortgage

Complaint: On or around XX/XX/XXXX I received an email stating that I would get a FREE APPRAISAL, NO DEPOSIT AND A {$500.00} REBATE once I closed the loan. At the closing I noticed that I was charged {$400.00} for an appraisal but I closed anyway knowing of the letter that implied a rebate of {$500.00} and a rebate of {$400.00} for the free appraisal. When contacting the company they said that they were not going to refund me the {$400.00} but would send me a check for {$500.00}, which they did. The appraiser requested the house be painted. So I sent an estimate in of {$1900.00}. They held as a " hold back '' at closing {$3000.00} to be released once the house was painted and approved by an appraiser. This was done and a request for the funds to be released was denied and only {$1900.00} was released. No reason was given except this was their policy. However, I have a letter stating that ALL funds will be released once the painting is completed.
Company Response: Closed with monetary relief

Timely Response

2018-05-29

Green Oaks, IL

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-05-29

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-29

WA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I recently applied for a mortgage through Quicken Loans. The process went very smoothly until I received the settlement statement on XX/XX/XXXX ( I was set to sign the closing documents XX/XX/XXXX -- but more on that in a moment ). When I noted that I had been charged {$2300.00} for " points, '' I called the lender to find out what this charge was. I know I did not buy any points. I did not see this debit amount on the Closing Disclosure. As a matter of fact, the Closing Disclosure lists this discount at 0.875 % ( {$1400.00} ). I don't understand how it arbitrarily increased to {$2300.00}, especially considering I increased my down payment from the minimum required to 20 %. I called XXXX XXXX, the document processor, and he was rude and told me he had nothing to do with the process once the loan closes -- he could not help me. He forwarded my call to XXXX XXXX, my loan officer. XXXX was on vacation. I was then shuffled from one Quicken employee to another until I was connected with XXXX XXXX 's supervisor, a man named XXXX. I explained to XXXX that I did not buy points. His response was used-car-salesman at best. He told me I had paid for the privilege of locking in my rate of 4.75 %. I told him that that was not how the process was explained to me. I was not told my XXXX XXXX that I was buying percentage points. XXXX assured me it was a good thing I did because the rate was up. I asked XXXX was the rate was on XX/XX/XXXX when the rate was locked. He told me he could not tell me because he did not have access to that information. I asked what the rate was currently. He would not tell me. I had to ask a few times before he told me it was 5.125 %. He said that since this was my first home ( not factual ) and I planned on staying in it a long time ( not factual ), it was in my best interest to lock the rate. He also, strangely, told me that if I had not locked the rate, Quicken would have paid some of my closing costs. It doesn't make sense that I would pay Quicken more cash up front with no actual benefit to my own accounting when I could have paid less and then had Quicken pay part of the costs too. I did receive paperwork on the lock that I had to sign. I clearly did not quite understand what I was signing considering the language used in the document stated I was getting a loan " discount '' of {$2300.00}. I have to take accountability for not understanding this process, but I also feel like Quicken loans took advantage of the situation. They clearly knew that if I didn't get the full disclosure of costs until a day before closing, I would most likely be in a position where I would have to either close or blow up the sale. This is so unethical. XXXX, the loan officer, also disclosed that he works on commission, so it doesn't surprise me at this point that he was padding his sale. In addition to this issue, throughout the loan process, the document processor, XXXX, kept telling me my closing date was XX/XX/XXXX. My closing date was set initially by my realtor, per my request, for XX/XX/XXXX. I inquired many times what XXXX meant by " closing '' and why it had moved to XX/XX/XXXX. He was very evasive and kept saying, that's the date we have. I kept saying, that's not the date on the buy/sell agreement. ( I was also selling a house in Montana, and I didn't know if it would close and settle by XX/XX/XXXX. ) Yet, XXXX kept telling me I needed to get all the documents in so I could close on XX/XX/XXXX. He even directed me to contact the homeowner 's insurance company and tell them the date needed to be XX/XX/XXXX, not XX/XX/XXXX. My realtor thought he must mean I would have my documents in by XX/XX/XXXX so I could close on XX/XX/XXXX. Finally, my realtor asked me to ask what day the sale was recording. I emailed XXXX on XX/XX/XXXX asking what day the sale was recording. He replied, XX/XX/XXXX. I let the closing date of XX/XX/XXXX stand because it didn't seem to matter. But, on the settlement statement, I see I have to prepay {$120.00} for closing " early. '' It was not at my request that the sale close early. I kept telling Quicken I couldn't close early as I was waiting for my other sale to settle. And, at no point was I told I could close early if I prepaid the interest for those days. So, yet another very shady business practice just to get more money in Quicken 's door. I feel like I lost {$2500.00} I could have invested in fixing up my new home -- yet, I did end up closing. I was too far along in the process, and I would have only lost more money if I had started over with another lender. This is criminal. There may be laws on the books that state lenders need to disclose in writing, but when the loan officer explains the entire process is a way that utterly misrepresents the process full well knowing that by the time the buyer figures it out it will be too late is just the lender 's way of successfully circumventing the laws. It's disgusting.
Company Response: Closed with explanation

Timely Response

2018-05-25

Hamburg, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Went to Quicken loan website to research loan options but they collected my information and did not provide me details as advertised but want me to talk to some, this was not clearly stated from their wesite, here is the conversation with them Info at XXXX, XX/XX/XXXX : A team member will be with you shortly. Info at XXXX, XX/XX/XXXX : For your security, if you would like to close the chat session please click the " X '' button on the top right of the chat window. You are now chatting with XXXX XXXX. XXXX XXXX at XXXX, XX/XX/XXXX : Hi XXXX, how are you doing today? XXXX XXXX at XXXX, XX/XX/XXXX : Hi XXXX XXXX at XXXX, XX/XX/XXXX : why did the website not provide me the availble rates even after taking indformation from me XXXX XXXX at XXXX, XX/XX/XXXX : this is false advertising XXXX XXXX at XXXX, XX/XX/XXXX : Let me go ahead and pull up your profile here. I can get you all of that information XXXX XXXX at XXXX, XX/XX/XXXX : How are you doing today? XXXX XXXX at XXXX, XX/XX/XXXX : I did not want to chat but research data myself XXXX XXXX at XXXX, XX/XX/XXXX : and that is what the website said XXXX XXXX at XXXX, XX/XX/XXXX : I am very disappointed with Quicken loans XXXX XXXX at XXXX, XX/XX/XXXX : if they can falsify to start with then why will I weven go with such a company XXXX XXXX at XXXX, XX/XX/XXXX : Sorry to hear that XXXX, the reason the site has you speak to a banker is because every client qualifies for different options. We want to make sure we get you the best options available to YOU. XXXX XXXX at XXXX, XX/XX/XXXX : You are able to get the rates but you have been stopped to speak with me in regards to your application so that is what I am assisting with right now XXXX XXXX at XXXX, XX/XX/XXXX : I am here to help you with your inquiry XXXX XXXX at XXXX, XX/XX/XXXX : so ou are acknowledging that the website gave false information XXXX XXXX at XXXX, XX/XX/XXXX : That is not what I am saying. I am saying that there is an issue somewhere on your application and I am going to see what our problem is XXXX XXXX at XXXX, XX/XX/XXXX : this just very deceiving behaviour XXXX XXXX at XXXX, XX/XX/XXXX : I am sorry you feel that way, would you like to speak with our client relations team? XXXX XXXX at XXXX, XX/XX/XXXX : this leads me to believe that the same will happen during application process XXXX XXXX at XXXX, XX/XX/XXXX : being a financial company trust is key XXXX XXXX at XXXX, XX/XX/XXXX : Of course, would you like to speak with our client relations team?
Company Response: Closed with explanation

Timely Response

2018-05-24

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-24

Bronx, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: My husband and I applied for a second home mortgage with Quicken on XX/XX/18 for {$250000.00} with 15 % down, I was pre-approved instantly. We were assigned mortgage banker XXXX. A few days later I called Quicken so that I can speak with XXXX, XXXX XXXX answered the phone and told me that she can assist me because she is a senior mortgage banker. XXXX suggested that I should go ahead and get completely approve. I ask what is need and if my credit will be pulled again and she said no. I provide all the requested documents within 24 hours, the next day I spoke with her and she told me that we were approve she just needed a employee verification letter for my husband because they could figure how many hours he is guarantee. We provided that letter and she told me that we are completely approved but the numbers went down a little because of my husband child support obligation. I said ok. For weeks she called and encourage me to go to Georgia to look at properties. I spent {$1000.00} going to Georgia looking at properties. XXXX XXXX our first agent was told to push and help us because our loan has been completely underwritten and approved. We had to switch realtors and was assign to XXXX XXXX. XXXX conference called me and XXXX and she advise XXXX that I was completely approved and to put extra effort to help us find a property. We found a property and went into contract. XXXX request updated paystubs and bank statement, we provided them. We were then transfer to XXXX XXXX, who requested more documents we provide all. Now they are requesting child support court order. My husband have no time off of work he is on probation and if he miss any time or is late he will be terminated. I went to the courthouse with a notarized letter, and my husband ID I did not get the document. We offer Quicken a break down of payment for the past 17 years they refuse. Now our loan is denied and provide a denial letter stating application incomplete : incomplete application documents. Which is not accurate.
Company Response: Closed with explanation

Timely Response

2018-05-24

Charlotte, NC

Closing on a mortgage

Mortgage: VA mortgage

Complaint: Quicken Loans Rejecting : A Qualified Military Veteran & Minority Small Business Owner. Quicken Loan as an organization especially their Loan Mortgage to Close Team has been predator and consumer bullying in nature and has exhibited the worse customer service, incompetence of information handling, and inconsiderate behavior I have ever experienced in any personal and/or personal manner. Here 's just some of the plethora of instances that has occurred during this loan process. There are " ENDLESS '' instances of pure incompetence, lack of customer service, customer compassion, and customer consideration!! -Website wasn't allowing me to upload documents for the Banking Import ( so I had to manually download/upload each banking set of documents for each multiple account/ for each month for 3 months ). -Being asked redundant questions when I already answered them -Being handed off like a leper to various reps ( names removed ) -Being asked for documents that don't exist because their non-applicable. -Being bombarded by QL Notification " To-Do '' List based on system auto-generated notifications of base documents requirements ; which were already provided and others non-applicable. I know this, because I complained to ( QL Rep ) about this when we started this process 3mths ago approx XX/XX/XXXX. -Being deceived about fake promises : In fact, we'd like to offer you a {$25.00} XXXX Prepaid card1 just for the opportunity to provide you with a personalized quote2. You see, we're so confident we can provide you with your perfect financing solution we're willing to give you {$25.00} for the chance to show you what we can do! ( NEVER got that ) -Being berated by Your Loan Quality Team : { email reference to QL Rep } : " QL Rep, You need to contact your internal Loan reviewing team, someone just called me and said a number of things : 1-we exceed the total amount of concession costs and that won't work at {$800.00} ; he said the max is {$6500.00}. 2-he said VA Home loan guarantee is exceeded and I can only get 98 % Guarantee and I have to come to closing with 2 % out of pocket. 3-He said that we have reduce seller agreed price. I have no positive words to speak right now. So anything else needs to be communicated through agent, until this is cleared up. Because NONE of these things were ever identified as potential problems prior to now. Consumer '' -Being Told One Thing, & Numbers Being changed on me : { email reference to QL Rep ; escalated to QL Rep Manager } Consumer received the attached " new loan estimate '' which is totally different from the loan estimate that was presented last week. The loan estimate last week is why he decided to move forward with Quicken Loans. This is starting to be another disappointment with QL process. The numbers keep changing and it's causing way too much confusion. Can you please have a fee sheet sent to us which JUST shows the credits/cost from QL excluding seller credits and borrower credits. I'm trying to get a clear picture of exactly what QL is really providing. If I sat down and had enough time I could pull dozens of extracts showing and proving my anger, my disgust, and dissatisfaction with Quicken Loans ( Loan Specialist Team, Underwriting Team/Process, Loan Quality Review Team, etc. ) It goes on and on!!!
Company Response: Closed with explanation

Timely Response

2018-05-22

Fort Pierce, FL

Trouble during payment process

Mortgage: VA mortgage

Complaint: Greetings, I writing to you due to the harassment of Quicken Loans. I made a complaint to the XXXX XXXX XXXX for an issue I had with them in XX/XX/XXXX. I guess since nothing is being done about that situation. They are finding ways to taunt me about that situation. They put an envelope with closing documents on my doorstep 2 weeks ago and I don't understand why. The papers didn't have any changes to it. However, I looked on the website and pulled up my billed and saw that my mortgage will be going up next month to XXXX. They say due to my taxes, which I am exempt from paying taxes. Since I am a XXXX % XXXX Veteran. And Quicken loan knows this, they have a VA property Exempt paper in their file. I been living at this address since XX/XX/XXXX and never paid property taxes. I went to the tax office they said, Quicken Loan was sent a tax statement when I was sent one this year. She also stated since I been already exempt from paying taxes I do not have to be exempt again. I am not going to play these games with them. I just Buried my aunt Saturday and my mom fiance two weeks ago. Life is too short. I have MY paperwork and some emails sent from XXXX XXXX I am sending along with this text. However, I will not be paying higher a mortgage next month. However, I will be a XXXX veteran because I can't afford a higher mortgage. But I will also send this information to the State Attorney General Office and to Consumer Affairs. Because I have a toddler and a teenager I have to try and shelter them. I did try to refinance with another company but I found out I have to wait a year due to the modifications agreement. Something quicken Loans didn't tell me about, I feel this company is based on one big lie.
Company Response: Closed with non-monetary relief

Timely Response

2018-05-22

DC

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I was offered mortgage financing by Quicken Loans and was assured that I had been fully approved to move forward with my home purchase with a 15 % down payment. I went under contract with a property on this basis. Upon receiving my full approval letter on or around XX/XX/XXXX, it included the requirement that I pay off an old disputed debt before being able to proceed. The disputed debt had been discussed from early in my approval process and I was repeatedly assured by Quicken that it would not affect my financing. I had scheduled various inspections for my contracted property, but after receiving the approval letter with this payoff requirement, I contacted my Quicken mortgage origination agent XXXX XXXX on XX/XX/XXXX and XX/XX/XXXX to confirm yet again that the debt would not need to be paid off, before undertaking the costly inspections ( home inspection, structural engineer tests, radon, lead paint, chimney, and termite inspections, as well as airfare for my father to attend the inspections as he is a XXXX and was to estimate various repair costs ). XXXX confirmed ( based on feedback from his underwriters ) that my financing was still on track and said that the payoff requirement would be removed from my letter. Until that point I had been prepared to cancel the inspections, but moved forward based on his assurances. On XX/XX/XXXX after I had incurred {$2600.00} in inspection-related expenses and decided to move forward with the purchase, I was told that the debt payoff would in fact be required to enable my financing, or that I would need to provide a 20 % down payment, a {$16000.00} increase which was not feasible for me. Therefore I lost the property. I was assured by XXXX 's manager XXXX XXXX that I would be reimbursed for the inspection expenses should I lose the property, due to his team 's mistakes and internal lapses in communication. However Quicken 's corporate leadership via XXXX XXXX has limited the compensation to {$950.00} as a 'goodwill gesture ' ( provided that I sign a liability release letter ) arguing that the inspections were at my discretion, but acknowledging that I was provided with inaccurate information by their employee and 'put in a bad position '. XXXX stated that the corporate rationale for denying my reimbursement is that Quicken does not typically pay for inspections. However this situation is atypical, as I assume Quicken does not typically mislead clients to their detriment either. A goodwill gesture is insufficient and suggests that it's acceptable for me to pay for Quicken 's mistakes. I have therefore declined to sign the liability release letter and accept the {$950.00} payment. I was proactive in engaging with Quicken, and asked the right questions. I relied on their incorrect answers to make my decisions and have lost {$2600.00}, my desired property, and countless hours in the home-buying process when I was ultimately ineligible, as well as time spent in my efforts to make recoveries from Quicken. As a consumer and first time home-buyer, I relied upon information provided by a well-regarded and sophisticated company to my detriment. I was informed today ( XX/XX/XXXX ) that the {$950.00} goodwill gesture is Quicken 's final offer. This is a clear lapse in service which they have acknowledged, I therefore believe that I am entitled to full restitution.
Company Response: Closed with explanation

Timely Response

2018-05-22

E Northport, NY

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

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

Problem with personal statement of dispute
Complaint: Again this is not a duplicate complaint as I do not recognize the hard inquire on my reports as being legitimate and therefore it is a fraudulent inquire made by Quicken loan as they continue to exploit the spirit of the Fair Credit Reporting Act ( FCRA ). My complaint is factual as I never submitted a loan application, I never showed or implied interest in any of their loan products. I have not received any documentation from Quicken Loan that supports their position or justifies their over reach into my credit report and since Quicken Loan continues to try and brush me off I'm in the process of proceeding to the next level of my commitment in seeking justice and will proceed with filing a civil lawsuit with my attorney seeking punitive damages. If Quicken Loan feels they have complied within the governance of the law then please provide me with the full address of Quicken loans corporate office so that my legal representation may take the next step necessary in looking to resolve this matter. Thank you
Company Response: Closed with explanation

Timely Response

2018-05-22

FL

Applying for a mortgage or refinancing an existing mortgage

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

Complaint: Today my wife and I decided that we wanted to attempt to receive a HELOC or HELOAN through our 1st lien mortgage company, quicken loans. Upon arriving at this decision, we went to the website and clicked on the chat option. XXXX XXXX was the mortgage loan officer who assisted. At the beginning of our conversation he asked " What needs do you have and how can I can help? '' I answered, " I'm looking to get either a heloc or heloan for 15-17k to consolidate " X '' amount of credit cards. '' He say 's okay, I can help with this. After telling him what the goal was and how I'd had a previous conversation with Quicken, he requested information to run my credit ( all the while knowing i was specific in stating I wanted a HELOC or a HELOAN. After he pulls my credit he informs me, we can't/do n't provide HELOC 's NOR HELOANS at Quicken. This is repulsive. I demand that this inquiry be removed from my credit because of his unethical conduct. I'm development officer for a bank and if I or one of my employees did this to a client, they'd be immediately dismissed and so would I because it's an unethical practice. I CLEARLY identified my need. If he knew he couldn't provide that then proper thing to do would've been to state " XXXX XXXX, I know you said you're interested in receiving a HELOC/HELOAN. We do however have another option. We can do a cash out refi which is xxxxxxxxxxxx '' I would've kindly thanked him for his time and moved on as I'm not interested in losing the low 3.99 % APR on my first mortgage to refi at a 4.75 or ANYTHING higher than where I'm at now with additional closing costs and origination fees. The behavior is absolutely unacceptable and is the primary reason our industry has such a skewed perception and vision of how do business. I want the inquiry REMOVED from my credit report immediately.
Company Response: Closed with explanation

Timely Response

2018-05-22

Winder, GA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-05-18

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-18

Lk Buena Vis, FL

Closing on a mortgage

Mortgage: VA mortgage

Complaint: Quicken Loans [ QL - Rocket Mortgage ] XXXX XXXX XXXX, XXXX, MI XXXX XXXX XXXX XXXX / XXXX XXXX XXXX QL refuses to refund my {$500.00} on their failure to deliver a VA loan as promised. XX/XX/XXXX XXXX XXXX advised he could provide me with a VA Loan for {$280000.00} at 4.375 %, for {$1700.00} per month. I specifically quoted : On that basis, lets go ahead with an application for a Loan. I sent {$500.00} for Earnest funds, submitted all necessary docs, with my XXXX XXXX XXXX XXXX. On the phone XX/XX/XXXX XXXX acknowledged he originally began a VA Loan as I requested. However, afterwards someone else at QL changed it to a Conventional Loan. Prior to Closing I noticed that over {$10000.00} was proposed for PMI. I notified QL and demanded the PMI be removed. QL replied that the PMI would remain because the loan was processed as a Conventional Loan, not a VA Loan. Additionally, the Loan was only for {$270000.00}, including {$10000.00} of PMI, w/pmts {$1900.00}. I had never been told of this change so the QL caller advised he would have QL review all recordings to verify my claim and find out where QL failed to advise me, and report back to me with the findings. I waited 7 weeks for the review of recordings, but never recd another word from QL during that period. They were obviously embarrassed. On XX/XX/XXXX I sent a msg to XXXX inbox asking the current status of the Promised review. On XX/XX/XXXX I filed a complaint with the Federal Trade Commission ( # XXXX ) because no answer was forthcoming. On XX/XX/XXXX XXXX XXXX called ( see above earlier paragraph ) On XX/XX/XXXX XXXX XXXX acknowledged he found there had been some conversation with XXXX about a VA Loan but it was not definitive. He admitted no one had ever discussed a Conventional Loan with me, He apologized that I had not noticed until the week of the Closing. In my opinion, Quicken Loans does not have the customers interest in mind. They unilaterally do as they deem is best for them and ignore the facts, even when the recordings prove otherwise. -- -- -- -- - I've given up trying to buy the house. But since the loan was not delivered as promised, it is reasonable to get my {$500.00} deposit back. Who do I contact to make them do so?
Company Response: Closed with monetary relief

Timely Response