QUICKEN LOANS, INC.

2018-05-18

Pinellas Park, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with monetary relief

Timely Response

2018-05-17

NJ

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 initially entered the last 4 of my social security to obtain rates offered by the company because of the claim that it would not impact my credit report. This was the only way, it seemed, to get a display of possible mortgage rates. Following this event someone called me. I made sure the first thing was to verify that My initial act did not impact my report and this was so verified by the banker who called. During our conversation I explained I only needed to ask questions. He verified some of my information and I asked him what was the purpose or difference since who was on the phone, because I'm only asking questions. He said to provide a rate he has to pull my credit report. I told him I was not ready to shop and did not want my report pulled. He proceeded by asking what was wrong with my report and why was I so concerned. I had to ask him not to try to sell me and if I needed anything I would call since I now have a number. On XX/XX/XXXX I received an alert that there was a hard inquiry which impacted my report by -8 points. When I logged in I saw it pulled by XXXX. I did not know who this was but only recalled speaking with QUICKEN LOANS. When I contacted them they said they did run my credit. I asked them to correct the error with the credit bureau because I did not authorize them to run my report and specifically requested they do NOT run my credit. The issue was escalated and I received a call on Monday XX/XX/XXXX from XXXX XXXX, Resolution Advocate. She said they were pulling the recording to investigate and would contact me with a resolution by Wednesday XX/XX/XXXX. XXXX XXXX Contacted me again on XX/XX/XXXX and confirmed that I was correct, and that she counted 5 times where I specifically requested he does not run my report. However, she also explained that because they have access to my personal information they can legally run my credit report. I explained I was never a client, I had no relationship with their company, I simply wanted questions answered and under these conditions I needed them to contact the credit bureau and have this inquiry reversed but she said there is nothing further that could be done since they had the right to run my report since they had my information, even with my request to not run it.
Company Response: Closed with explanation

Timely Response

2018-05-16

Bedford, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-16

MI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: Applied for a Veterans refi with Quicken loans. After in-depth review my wife and and I got cold feet and advised Quicken ( several departments ) that we were not going ahead with the loan. Several weeks went by and then they ran the {$400.00} appraisal charge against our credit card. No appraisal was ever ordered, attempted nor completed. We have contested the charge with the credit card company. Loan # XXXX
Company Response: Closed with monetary relief

Timely Response

2018-05-16

Everett, WA

Incorrect information on your report

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-05-15

Thompsons Station, TN

Improper use of your report

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

Complaint: On XX/XX/XXXX I inquired thru XXXX XXXX for a HELOC ; I was contacted on XX/XX/18 by Quicken loans, I explicitly said I was ONLY interested in a HELOC. He proceeded to tell me we would review my credit, I assumed he had a report thru XXXX XXXX, and after 20 mins on the phone, told me they don't offer HELOCS. Then I found out he PULLED my credit without permission ; he put his manager on the phone who told me that he told me we would " review my credit '' was proper for getting consent. I am an XXXX, I ONLY wanted a HELOC and had I been told by XXXX XXXX NLMS # XXXX that they don't offer the product, I would have ended the conversation as I can provide an application thru my company for much less in costs and rate than his proposed first mortgage which is not what I asked for. Then his Director XXXX XXXX NLMS # XXXX told me they do have HELOC 's but only for XXXX clients, and that he was within his right to pull my credit by saying " now we will review your credit '' even if he had NOT asked my up front if I was a XXXX client, because they do offer it to them, I just did not qualify. Had I been asked of my assets and if I had a XXXX account and been told those are the only clients they offer HELOCS too, we would have ended the conversation there, again I would not and did not authorize a credit pull on my report ; and wouldn't if the specific program I was after was not available to me or offered to people only with the XXXX account as I do not have one and would have said so had I been informed or asked. I asked them to remove the inquiry, they denied me request, I explained that had they done the due diligence and told me the requirements for a HELOC and that they didn't do them, we would not even had, had a conversation that would have required any further investigation. I was told by XXXX that as of the last day or so Quicken stopped doing HELOCS and by XXXX that, that was not true, but only for select clients with those accounts. This is ridiculous, I was mis-led, my credit was pulled without explicit permission or consent and then they passed it off on me as though it were my fault. I have a background in lending and can not imagine how they treat people who don't, and I made that very clear to XXXX in the beginning of the conversation, that I am a licensed XXXX and only in need of a HELOC. XXXX told me they are the country 's largest company and with over 150 programs, this is " Just how they do things '' .... UNREAL!
Company Response: Closed with explanation

Timely Response

2018-05-13

Columbia, SC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Untimely Response

2018-05-13

Agua Dulce, TX

Incorrect information on your report

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

Old information reappears or never goes away
Complaint: My wife and I applied for a mortgage refinance with Quicken loans. They made two hard inquires on XX/XX/XXXX and one inquire on XX/XX/XXXX. I talked to Quicken and ask why they made three hard request in two days they could not explain. I ask them to please remove all but one and they said they could not. This affecting my credit score and I would like to get this resolved.
Company Response: Closed with explanation

Timely Response

2018-05-12

IN

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: i applied for a new mortgage through quicken loans. i am buying the house from my wife and disclosed this from the beginning. i have never been on the loan, title or anything as she had the house before i met her. they said as long as she hadnt missed or been late on a payment in 3 years, it would be ok and not considered a bailout, which they cant do. ive went through the whole process and gotten everything done theyve asked for. we had 10 days until our closing date. on thursday i received a message from the woman i had been working with stating that she was expecting the appraisal back on XX/XX/XXXX, and would contact me within 24 hrs after to go over the closing details. the next day i got a message from a purchase solution consultant saying i need to call him. i did and he said it wasnt going to work out. he transferred me to another woman and from there i was transferred to the " executive branch '' which is supposedly the highest branch you can talk to. i asked each person why this isnt going to work all of a sudden? i was told by each person that they cant say all they said eas a senior underwriter denied it now. i had to pay a {$500.00} appraisal fee and the rest would come off my down payment. i have already gotten the approval letter for the property and everything the absolute only thing we were waiting on was the appraisal to come back l. i never wouldve paid the {$500.00} if everything wasnt good to go. the executive woman i spoke with told me she couldnt tell me the reason it was denied. i said fine at least give me my {$500.00} back because it was a mistake on their end because my loan never shoukdve gotten that far if something was wrong. here we are 10 days from closing and all of a sudden it wont work now. she said she would review the calls and everything and itd take about 2 days to go through and then she could see abiut the {$500.00} back, then said nope its non refundable. i never got an explanation as to why my loan was denied and so late through the process, and i am unable to get my {$500.00} back that never wouldve been paid id someone on their end didnt screw up. they wont return my calls or emails and won't give me an answer as to why this has happened. i told then thats fine if they dont want to help me ill give my business to another company but i want my {$500.00} back! doesnt make sense witg everything being fine and approved jl, just wait9ng on the appraisal to close, then boom, not happening. they didnt resolve my issue, ask for anymore information, and never gave the reason why its denied at the very end and why i cant have my {$500.00} back.
Company Response: Closed with explanation

Timely Response

2018-05-10

Mount Chase, ME

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Untimely Response

2018-05-08

Edenton, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-07

Quartzsite, AZ

Applying for a mortgage or refinancing an existing mortgage

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

Complaint: I inquired about a HELOC and was very specific thats all I wanted. XXXX XXXX XXXX representive XXXX XXXX asked permission to run my credit. He then informed me that I did not qualify for a HELOC. they do not offer that product except to XXXX customers. This was not mentioned until after my credit was run. He then proceeded to attempt to sale my on a very expensive VA refinancing. Using faulty comparison in interest that did not take into account all variables. He focused on the non deductible mortgage insurance rather than the presenting me with an over all picture of the total cost. I complained to the companies complaint department about running my credit under false pretenses. They refused to remove the inquiry. This was a bait and switch attempt from the start. Had they mentioned they only offered HELOCs to XXXX customers I would have simply moved on.
Company Response: Closed with explanation

Timely Response

2018-05-07

Ocklawaha, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Called ID of Robo and Potential Spam calls are received several times daily. Other calls that I can see in caller ID : XXXX XXXX, XXXX XXXX XXXX Qickenloans, XXXX, XXXX ( XXXX ) XXXX XXXX, XXXX XXXX, XXXX XXXX Also receive calls from XXXX, XXXX, XXXX, XXXX XXXXXXXX XXXX, XXXX, XXXX XXXX, XXXX, XXXXXXXX XXXX, XXXX XXXX, XXXX, XXXX, XXXX XXXXXXXX XXXX, XXXX, XXXX, XXXX in XXXX
Company Response: Closed with explanation

Timely Response

2018-05-07

Reidsville, NC

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

2018-05-05

N San Juan, CA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: In XX/XX/XXXX I needed to find some cash to pay off a high credit card bill and paint my house as it was in bad need. I called my mortgage lender Quicken to discuss my options. After several days, I was told I because of the amount of cash I needed my only option besides a ARM was FHA due to the loan to value ratio since my house didn't appraise high enough for a Conventional loan. Never at any time was a home equity line or second mortgage offered as a solution. After consulting with a few mortgage professionals I feel Quicken Loans did not fulfill their fiduciary duty of providing me with alternative loan options to the FHA loan they sold me. It has been brought to my attention that a home equity line of credit ( HELOC ) would have clearly been a better option. Quicken Loan took me, a repeat client, from a rate of 3.875 % ( 30 year fixed with 28 years until payoff ) to a 30 year fixed FHA loan with a rate of 4.75 %, hard costs of {$5100.00}, and monthly Mortgage Insurance of {$190.00}. In simple terms I paid {$5100.00} in fees, am now paying {$430.00} more a month, and reset my amortization term to 30 years to get {$22000.00} cash out. This does not take in to consideration that I am now paying approximately {$280.00} more in interest per month. Additionally mortgage insurance isn't a tax write off as with the interest from a second mortgage.
Company Response: Closed with explanation

Timely Response

2018-05-04

Harsens Is, MI

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. I was online looking at refinance rates and I filled in my name on their website, once I got to the following page where they wanted information from me to run my credit score I closed the window and didnt complete it. This was over a year ago and they have been doing hard inquiries on my credit 2-3 times a month ever since. Ive called them to stop but they keep asking me for important information that I dont want to give them and they simply refuse to do anything. On top of that I am bombarded with their sales calls which Im not sure how they got my number. There are thousands of stories about this when I search for it and I cant get them to delete me from their system even though I have no business with them whatsoever. I have had the credit companies remove some of the inquiries but I cant keep up with them. Quicken Loans Via XXXX XXXX New Hard Inquiry XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX Inquiry Removed Alert XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX New Hard Inquiry XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX New Hard Inquiry XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX Inquiry Removed Alert XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX Inquiry Removed Alert XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX New Hard Inquiry TransUnion XX/XX/XXXX Quicken Loans Via XXXX XXXX Inquiry Removed Alert XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX Inquiry Removed Alert XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX New Hard Inquiry XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX Inquiry Removed Alert XXXX XX/XX/XXXX Quicken Loans Via XXXX Mor New Hard Inquiry XXXX XX/XX/XXXX Quicken Loans Via XXXX Mor New Hard Inquiry XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX Inquiry Removed Alert XXXX XX/XX/XXXX Quicken Loans Via XXXX XXXX Inquiry Removed Alert XXXX XX/XX/XXXXXX/XX/XXXX
Company Response: Closed with explanation

Timely Response

2018-05-04

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: During the XX/XX/XXXX firestorm, we fought and saved our house with minor damage to the structure. However, there was significant damage to ancillary structures that we built with our own money, after receiving the initial mortgage from Quicken Loans. Our loan amount is less than 20 % of the appraised value of our home, so the company has more than enough equity protection. Our insurance company is XXXX, and they have been extremely cooperative in this process. We have " replacement value '' coverage with them. They have given us checks for the depreciated value of the two buildings in our name and in the name of Quicken Loans. Quicken loans has retained approximately {$7500.00} of that money. To collect the difference between the depreciated value and the cost to replace, the policy requires us to pay, out of pocket, to replace the lost structures. As we do this, we receive reimbursement from XXXX, but with Quicken Loans as an additional payee. We simply can not get Quicken Loans to reimburse us. We can not get answers from them unless we call, and the wait times are ridiculous.
Company Response: Closed with explanation

Timely Response

2018-05-03

Concord, NC

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-05-03

OR

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: OnXX/XX/XXXX, I responded to an email Quicken Loans to refinance my current mortgage. I have an existing mortgage with them and have been with them for the past few years. I was going in for XXXX and wanted to consolidate some debt and possibly pay for the XXXX. We started communicating via email. On XX/XX/XXXX I stated via email that our home was worth between 260,00 and 280,000. On XX/XX/XXXX he emailed back the XXXX ARM details about the cards that would be paid off, the monthly payment, and stated we would need to bring some money to the table, but not stating what amount at that time. and of course asked if we were interested. Later on XX/XX/XXXX I reviewed the email again because in that quote there was a {$7500.00} rolled into the loan and I did not understand that. I also wanted to know if it would be possible to roll {$9800.00} into the loan because of the costs of the XXXX. I had also stated that I am not 100 % comfortable with an ARM. He responded onXX/XX/XXXX that {$7500.00} was going to be rolled in so there would be no money out of pocket and the only way he could make things work with the {$9800.00} was if the appraisal came back at XXXX. On XX/XX/XXXX my husband and I decided to go ahead, but then things changed when I saw the paperwork online. All of a sudden, we had to pay off several cards as of XX/XX/XXXX. This he said was because if we didn't do that, we would not qualify for the loan. I stated that I am not comfortable paying XXXX dollars of credit cards in a month and then coming up with my mortgage payment to qualify for this loan. His resolution was getting his director of mortgage banking take a look at it on XX/XX/XXXX. He said they could work it out so we only had to bring {$500.00} to the table for closing. There was nothing stated as of XX/XX/XXXX that the appraisal had to be XXXX. We had agreed to go forward with the option of bringing {$500.00} to closing. We proceeded onXX/XX/XXXXwith providing the signatures and documents needed for the loan. On XX/XX/XXXX the appraisal was done. On XX/XX/XXXX I was notified that our loan had been referred to a loan specialist consultant. Basically, the appraisal did not come back as high as the 290,00 that the original banker thought it would. On XXXX I spoke with this " specialist '' and realized they had built a loan around 290,000 ... when I had stated XXXX was the highest. I was quickly referred to A Resolution Advocate that put words into my mouth and clearly did not read the emails because she stated she was sorry for poor communication and wasting my time, but she would mail me a coupon on XX/XX/XXXX. The numbers were falsified so they could con us getting into a loan and take our money. It was a waste of time and a coupon is not going to fix it. I was lied to and led to believe this was something that could happen when they drummed up numbers. I knew our property was only worth XXXX ... .the appraisal came back at XXXX ... I NEVER asked to have a loan drummed up with the appraisal value of XXXX.
Company Response: Closed with explanation

Timely Response

2018-05-01

NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: This company is a nightmare to deal with. I made my XX/XX/2018 mortgage payment on XX/XX/2018. Quicken/Rocket mortgage did not apply the payment properly. The credited it to Principal and escrow. They charged me a late fee even thought the payment was early. I made the XX/XX/2018 mortgage payment on XX/XX/2018. They credited the payment to XXXX and charged me a late fee even thought the payment was early. They are now claiming I am in default. I emailed them and called them. They refuse to correct the error. It is a scam.
Company Response: Closed with explanation

Timely Response

2018-05-01

Antioch, CA

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

2018-05-01

Wichita, KS

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-04-28

Lewisville, TX

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-04-25

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: Last year I went looking at open houses and had no intention of buying a home. I have never inquired about a loan or gave my social security number but somehow it was obtained by a leader at the place I was working at and had to quit because I got an injury. That same month I got a call on a phone that only work had by a man who claimed to be a Sheriff with XXXX County Sheriff Department and told me he was told I was an XXXX XXXX. This leader name was XXXX XXXX. Suddenly I was getting calls on the phone from lenders. They claimed I filled out applications for mortgages which I never did and XXXX XXXX wife worked in a rental office where she was able to run credits inquires on anyone. I found this XXXX/quicken Inquiry from XX/XX/2017 I never applied to them I called them and they refused to remove my name. All my homes I have ever bought I paid cash for or my first home I paid off the mortgage in 15 years and lived there for 26 years. I turned off all my credit cards after my husband died. I know my ID was stolen and it's now on the black web.
Company Response: Closed with explanation

Timely Response

2018-04-24

Federal Way, WA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I have two houses House-A and House-B. I lived in A until XX/XX/XXXX and moved to B. Now, house B is my current primary residence and will stay here for long period. We bought this house ( B ) in XX/XX/XXXX when my children were born ( XXXX ) and we lived here until XX/XX/XXXX, they grown here until they become XXXX XXXX XXXX. In XX/XX/XXXX when we moved back to this house we felt like we are back to our true home. Also, one important thing to note is my kids go to the school right in front of the house B. I told the lender that I will be subdividing the property A as the market went up and it is good time to make some money by selling these lots. I applied cash-out refinance in XX/XX/XXXX under primary residence category. The lender " quicken loans '' accepted the loan application under primary residence plan and verified that I am actually living in B. But at the final stages the lender backed off and he converted the loan as investment property loan. This changed the whole equation. I had to bring in additional money and had to pay for an appraisal, had to pay more APR and had to shrink LTV to 75 %. This is a violation of Equal Credit Opportunity Act ( ECOA - XXXX XXXX XXXX ). Due to this change, the whole process delayed as well.
Company Response: Closed with explanation

Timely Response