QUICKEN LOANS, INC.

2017-09-26

Four Seasons, MO

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-26

East Windsor, NJ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I tried to refinance my home loan with Quicken - not only to reduce my payment, but also to consolidate a first and second lien. Considering their rating on XXXX and how they actively market how great a customer experience they deliver, I thought I could not go wrong. I provided all the requisite documents needed quickly, and they were responsive. Strangely, just before I was supposed to receive the Appraisal, I received a revised loan estimate with a higher rate. I did n't think anything of it, until I received my Appraisal for significantly less that anticipated. To note, their Appraisal came in at {$690000.00}, while third-party sites like XXXX provided a private estimate of over {$820000.00}. I asked Quicken to go back and take another look, providing other more relevant comps than the ones used. They also missed relevant items like lake views, while in one comp they stated lakefront, but it did n't have access to the lake across the street from me ( a simple check of public record would have isolated that fact ). Quicken came back to me with no change in valuation. I asked my Mortgage Banker why the change in the Loan Estimate and he stated that the higher rate was due to the lower valuation ; I took that as I could still refinance, but just at 50 bps more on the rate. A different person - a Solutions Consultant? - came back to me and said that it was published in error, and that I had to make up the difference in LTV if I wanted to refinance. This was an approx. {$100000.00} payment. Not only was this experience terrible, but I was given inaccurate information setting a false expectation, and pertinent details were excluded from my valuation, which impacted my ability to refinance the loan and improve my financial condition. I feel like Quicken put in the low valuation because my wife has some credit card debt and they did n't want to deal with it even though she was not going to be on the loan. The one positive was that their executive office people were responsive once it was escalated to that level, but I feel like Quicken, outside of having me pay down my mortgage by {$100000.00}, was not their to offer me counsel around options. Also, as I did not agree with the valuation, I asked if they would give me back the Good Faith Funds. They said no right off the bat, without even hearing me out. Now I have no refi 'd loan and am out {$500.00}. Just terrible all around. Shame on you Quicken for taking advantage of people like that. I gave you the Good Faith Funds in good faith I would get a refinanced loan, not to compensate you for your poor choice of Appraisers who do n't know how to do their job effectively!
Company Response: Closed with explanation

Timely Response

2017-09-22

Martinsburg, WV

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-20

WI

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: I knew we were behind, and I 've been working my tail off to get caught up on our bills. So, on XXXX XXXX, XXXX I called Quicken to make a mortgage payment and was told at that time they needed " 2 '' payments. Well I only had one. So on my next payday, XXXX XXXX, my wife XXXX called to make a double payment and she was told they could n't accept two payments but would need the entire past due. Well, obviously we did n't have it. So Quicken sent me an " Application for Success ''! We filled it out and emailed it back, the guys name was XXXX XXXXXXXXXXXX. All this was done on XXXX/XXXX/XXXX. At XXXX on XXXX/XXXX/XXXX XXXX XXXX called me at home and said they need the entire amount past due and that we do n't qualify for any of their repayment programs. We 've surrendered a vehicle already, and will be the second one at the end of XXXX, XXXX. I wanted to make sure we had enough money to pay the regular mortgage payment plus the repayment amount. Now am told they will only accept the full past due amount.
Company Response: Closed with explanation

Timely Response

2017-09-19

Danbury, NH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-18

Colts Neck, NJ

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-09-17

Chicago, IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-14

CA

Applying for a mortgage

Mortgage: Other type of mortgage

Complaint: On or about XXXX XXXX, 2017 I called Quicken Loans in response to an advertisement for HARP refinancing. The loan agent, XXXX XXXX, looked up my eligibility for HARP refinancing and was unable to locate my loan on either FHA loan sites. He tried to convince me to refinance, but I am self-employed an have less than a year of income history so know I would be unable to get approved for a loan. XXXX requested the ability to do a soft inquiry of my credit to see if there was something he could do. I was extremely reluctant, knowing that a ) I was n't going to qualify because of my self-employed status and b ) I did not want negative impact on my credit report. He assured me it would have no impact on my report. On or about XXXX XXXX, I received a complete loan application from quicken loans via US Mail. I was shocked, since I was 100 % clear that I had no intention of applying for a loan. I disposed of the application appropriately. I received several phone calls from Quicken that day and made it clear that I never had any intention of proceeding with a loan, asked them to stop contacting me. On XXXX XXXX, I received email from Quicken advising me that they are unable to go forward with the loan " because of adverse credit '', and promoting their credit counseling services. After looking up my credit reporting information, I discovered that they did a hard inquiry without my permission on XXXX XXXX. I am requesting that : A. The hard credit inquiry initiated by Quicken Loans on XXXX XXXX was done without my permission and I want it removed from all credit reporting agencies records. B. I want to be assured that a credit rejection does not appear in my records because I never gave Quicken Loans my approval to proceed with a mortgage refinancing process. Thank You, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2017-09-13

Itasca, IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2017-09-09

Boloxi, MS

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: My family of three lived in Arizona for 3 years- we rented in Arizona , and a transfer was coming available with my company in XXXX XXXX Mississippi XXXX We have a home in Alabama that has an FHA loan on it - as that was only loan I could get at the time. I did not think I could get approved for conventional loan on a new home with credit score of XXXX to XXXX and already paying on existing home. My wife and I talked, and decided could n't hurt to try- if we could n't get approved for conventional than we would just rent. So I reached out to quicken loans as we would need to move fast - I explained to lending agent in XXXX XXXX that we wanted to see if we could get pre-approved for conventional loan, I was not interested in FHA loan as I did not want to through away money paying for mortgage insurance that only protects the lender. That if we could get approved for a good interest rate and conventional loan we would do it - otherwise we would just rent. He said the government changed the standards on a conventional loan were as you used to need a credit score of XXXX that was not the case anymore. I told him we would be moving along way, and needed to give current landlord 30 days move out notice -and would need loan approved quickly - he said that 's no problem. He called me back, and said I was pre-approved for conventional loan of {$230000.00} at 4.14 percent but it would require XXXX down - I said I can get the money down no worries- I said so I want to be clear this will be locked in because we will be in a short window - I 'm flying down to Mississippi to work with realtor, and I will be working to buy house with what your telling me - he had me sign some papers and I headed to Mississippi XXXX I worked with realtor saw hundreds of homes then started negotiating with seller of the current home I bought. I flew back to Arizona, and continued to work through realtor to negotiate we told seller that it was a pre-approved loan, it would be conventional so no hassle - and they agreed to are offer price lower than what they wanted based on those two things. Then I get a call from lender agent at quicken loans he tells me great news I have been working with my manager and I can get you loan for 3.95 % and your down payment will be less. I said that is awesome news. When I got new paperwork ( keep in mind we already gave move out notice at current place - he had new tenants that would be moving in - but we still had time to find rental in Mississippi if needed. ) I get new paperwork that says your Hud loan - I stopped picked up phone and said what is this HUD loan stuff? He said it 's an FHA loan - I said I know what it is I have one in Alabama - and I told you that I did not want to go FHA - I would not I did t want to pay the mandatory mortgage insurance premium that only protects lender - I told you and I was specific - I was furious and could hear someone in back ground coaching him. I said who is that - he said my manager who helped get you better interest rate - I said put him on call. He joined and after listening to me rant about being clear on conventional loan only - he apologized for the breakdown on their end - that he was just looking for best rate- and was not told by lending agent that I would only go conventional because I did not want to pay for the mortgage insurance that only protects lender. He said the PMI/ MIP I said yes I 'm not doing that. He said well we can do conventional at 4.34 % interest and you will have to put down around {$22000.00} to {$28000.00} ... ... I said no no no that 's not what I was told ... this is bull - I negotiated for home based on the pre-approval your lending agent told me. After back and forth he said he could remove a point for my lower credit score - so they could do 4.18 % not 4.14 % and they could take off {$7000.00} of down payment required from me. I had put so much in to loan process, and negotiations with seller that I agreed. Then we pack up move have all are stuff in moving trucks staying in a motel in XXXX Mississippi the seller was ready, the realtors were ready, I was ready but quicken loans was delaying needing an employment letter from my company - a company I worked for going on 20 years. I had to jump through so many hoops to get proof of a new work location I would n't be reporting to until after we moved in to home. XXXX stressful ) now the best part when we went to closing and got ready to sign off on loan Quicken loans added the PMI/MIP mortgage insurance that I was VERY clear about. I was so XXXX this was a dirty last minute trick after the already failed shady switch to FHA loan. My family in a motel no home and all the money and time on inspections etc. I Had to cave so I would n't be on street. My plan was to report them just after closure in XXXX XXXX but some health issues have delayed me. So the stuck almost a {$200.00} XXXX mortgage insurance on loan - so I 'm paying for two policy 's and only one protects my intrest. I am beyond mad. This kind of lending practice is deceptive - and in know we should be acceptable. When I contacted quicken loans they said it could come off loan after 11 years, are if I would have put down 20 % the lending agent should have discussed this with me - I never would have pursued home purchase. So we 're did all the money I put down go?
Company Response: Closed with explanation

Timely Response

2017-09-09

Idyllwild, CA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I was charged " discount points '' on my loan without my permission or request. Fortunately I read the final paperwork and cancelled the loan, Also the fees for the loan were much higher than market rates. Date was XX/XX/XXXX and the amount was {$3000.00} for the points. Company was Quicken Loans
Company Response: Closed with explanation

Timely Response

2017-09-07

TX

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I applied for a cash out refinance on X/X/17. I stated my home was worth {$200000.00}, but the appraisal came back at {$190000.00}. Originally, the loan amount would have been {$160000.00} and we were going to pay off four credit cards in the amounts of {$9100.00}, {$6500.00}, {$5300.00}, and {$4700.00} and receive {$2900.00} in cash back. After the low appraisal, the amount was changed to {$150000.00} and only three credit cards to be paid off. I spoke to XXXX, loan officer, after the appraisal was received. He stated not to worry because I would be getting an escrow refund for around {$3500.00}. When the redisclosure package was uploaded it showed the three credit cards being paid off and {$5800.00} in cash back. I spoke with XXXX, who said I would get {$5800.00} cash back and then a refund a couple weeks later for escrow in the amount of {$3700.00}. I asked if he was sure ... ..he restated it. When I got a call to set up closing, I asked about the numbers again. The agent on the phone said that I was not getting an escrow refund, because it was used to pay down the amount owed on the home. I called XXXX again. He told me " not to worry '' and he " did n't know what they were talking about '' and that he was looking at it on his screen. He said he would get it fixed. When I got another call to close, I was told I was getting {$2100.00} cash back and an escrow refund. I called XXXX again. He emphatically apologized and told me he would get his director to fix this issue. He again stated I would get {$5800.00} cash back and an escrow refund in the amount of {$3700.00}. XXXX called me on X/X/17 and said that he was wrong and apologized. I asked him to make this right and he said that he would have his manager call me. Today, I got a call from the escalation department ( XXXX ). When I explained the issue, and asked to make it right and issue a credit in the amount of {$3700.00}. He said that Quicken was not a used car lot and that a credit in that amount " would not happen ''. I asked to speak with her supervisor and am waiting on a call back. XXXX was very rude and his tone quickly changed when speaking with me. I really doubt that Quicken will go bankrupt if they issue a credit to make this right. I am not in the wrong. I explained everything every step of the way and was mis-led during this process. This is not right.
Company Response: Closed with explanation

Timely Response

2017-09-06

Watkins, CO

Incorrect information on your report

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

Account information incorrect
Company Response: Closed with explanation

Timely Response

2017-09-05

Belle Haven, VA

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: On XXXX XXXX, XXXX I assisted my daughter in applying for a home mortgage loan with Quicken Loans. She had just moved to Virginia for a new job and wanted to purchase her first home. I offered to help her through the loan process. We had contacted several mortgage firms locally and each had been clear as to what the base interest rate was and the ability to buy down the rate with points. We had no desire to buy points! So I suggested to my daughter we contact Quicken Loans and we did so via her cellphone using the external speaker. The lady representative from Quicken Loans who answered was XXXX XXXX. I explained our situation and asked what their interest was. She immediately told us 3.99 % and said " how does that sound? ". Since we had been give previous rates in the area of 4.25 % locally we thought this rate was good. She quickly went on to explain this was a 30 year fixed conventional rate requiring only 10 % down. Then she said my daughter would not have to pay any PMI and the amount needed to close would be approximately {$21000.00} ( including down payment of {$18000.00} ). NEVER did she mention anything about this rate being available BECAUSE my daughter would be paying XXXX points to buy down the rate to get this 3.99 %. If she had done so we would have said no thank you and moved on ... as we had done with the local offers already provided. I then allowed my daughter to complete the application process on her own with the understanding that she had secured a good/reasonable interest rate on her loan for her first home. It was at the closing for her home purchase on XXXX XXXX, XXXX that I discovered this matter of points being disclosed at a cost to my daughter of about {$3700.00}! It is my position that this representative for Quicken Loans acted in a sly, deceitful manner and I believe actually illegal with regards to proper disclosure of the loan details at the outset of the loan process. During the time between the initial application and the closing date my daughter was subject to an avalanche of forms, questions and inquiries with NEVER a verbal explanation as to the basis for the 3.99 % rate. As a first time home buyer she deserved a full and clear explanation of what she was accepting! After the closing I then immediately filed a complaint with Quicken Loans on behalf of my daughter and was told my complaint had been forwarded to the Executive Office Team. Two days laters I was contacted via email by a XXXX XXXX who had reviewed my complaint. Her email reply was both factually untrue and at the same gave absolute evidence to the substance of my complaint. First, she stated that she had reviewed the communication between XXXX and my daughter and I and determined that there had been a very in-depth conversation about the total costs associated with a rate of 3.99 % ... this is a lie. I have attached a copy of the scratch notes I made during our conversation with XXXX that evening and as you can see there are NO notes about points! As I previously stated had there been a mention of points I would have said we were not interested in paying points just like I did with the three local mortgage agencies. Second, and more telling, was her reply in the email that stated " I did not find in communication that the closing costs were broken down or questioned as to whats included within the estimated XXXX. I do believe that this is an area of opportunity for us as a company to provide that additional clarity ; Instead of expecting our clients to read the disclosures we provide prior to their signature/acknowledgement ''. That statement alone supports my position of the deceitful presentation with the sole purpose of the loan sales representative to secure a sell. I have attached a copy of this email as well for your records. In summary, I reiterate that Quicken Loans acted in a deceitful and unlawful manner in selling this loan without a full disclosure of the costs associated to a young, female first time home buyer. I believe that the monies paid in points should be reimbursed and the fixed loan rate for 30 years be kept at 3.99 %. Sincerely, XXXX XXXX XXXX XXXX Cell : XXXX XXXX XXXX XXXX ( actual loan applicant ) P.S. I am having trouble attaching one of documents in support of this complaint. It is the one that shows my notes from the initial phone conversation with Quicken. Please contact me with another method for getting this document to your attention.
Company Response: Closed with explanation

Timely Response

2017-09-01

Galena, OH

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I was told I needed {$2200.00} for my down payment/reserves. Now they have changed it AGAIN and are now requesting {$3000.00}. This company keeps changing how much I need. And have done so multiple times. My original amount included my homeowners insurance and now they are jacking up how much they need. This is like the 4th or 5th change in how much I need to close. I am supposed to close on the XX/XX/XXXX and now because they are pushing for more money, I will not be able to close in time. I have the XXXX. Because that 's what I was told I needed. Im seriously getting sick and tired if being XXXX around. I have reported this company to the FTC. And will continue to file complaints because what this company does to clients is absolute garbage.
Company Response: Closed with explanation

Timely Response

2017-08-31

Westchester, IL

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with monetary relief

Timely Response

2017-08-30

AR

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: I recently was denied and FHA streamline loan, and was forced into a higher interest loan from Quicken loans and then not given the refinances loan because of the appraisal that I did not have to have .Even as my house appraised for more than the amount of the loan .I believe I am being discriminated against because of my color and the demographics of the community in which the house is located .I was told I was denied the loan because the loan officer made a mistake and tried to put me in the wrong type of loan, Yet I am still denied credit because of their mistake .It is obvious that race and demographics is the deciding factor in the case. This will cost me thousands of dollars over the life of the loan and is blatantly discriminatory.
Company Response: Closed with explanation

Timely Response

2017-08-29

La Pine, OR

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Quicken Loans sent a letter of solicitation to XXXX XXXX to refinance my home loan. XXXX XXXX is my spouse, but is not a legal owner of the property being solicited. The property is located in Oregon, which is not a community property state, and public record shows that he is not a legal owner of the property and never has been. He is not on title, deed or the current mortgage. I am very concerned with Quicken Loans advertisement/solicitation practices offering an individual who is not legal owner of my home to refinance my home in their name. My name is not on the solicitation at all, it is only addressed to XXXX XXXX, along with details of my current loan amount, and an offer of new refinanced terms from Quicken Loans. This offer and their means to obtain the information seems deceptive and illegal.
Company Response: Closed with explanation

Timely Response

2017-08-29

Saint Louis, MO

Applying for a mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2017-08-28

Rockwell, NC

Applying for a mortgage

Mortgage: Other type of mortgage

Complaint: I applied for a relinance with Quicken loans .This bank said I could refiance with a loan for $ XXXX.They would pay off my old loan XXXX and pay credit cards debts for about XXXX.I would get a pay off amount for XXXX..I then gave them XXXX.for an appraisal fee.my house was valued a XXXX I then gave them XXXX/Copy of my sisters mortgage I am a cosigner .A payment agree for the IRS.They asked me how much I owed Irs which is about XXXX.They said as long as my house does not have a lien I could have the loan .This has been since XX/XX/XXXX.They keep asking for cancelled checks for/XXXX/XXXX/XXXX.I gave them 3months of checks front/back.And I have a payment agreement for XXXX-monthly.I do n't have check history because I pay on line .Please help me get my XXXX back. Quicken loans clearly does not want to do business with a XXXX women that owes the IRS/but makes installments to IRS that was agreed upon.
Company Response: Closed with explanation

Timely Response

2017-08-25

Galena, OH

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I am currently working with Quicken Loans for an FHA mortgage. My issues started on XX/XX/XXXX with this company. In the contract from the seller, it states that I have already made a down payment of {$10000.00} dollars. Which means I would not need an additional down payment. Quicken Loans refuses to accept this. On XX/XX/XXXX, I was told that all of my asset verification documents were not accepted. I was given {$3000.00} dollars by my parents as a gift to use for the additional down payment Quicken Loans was requesting. All documentation was verified. And Quicken Loans rejected it. I have sent 3 months worth of bank statements, was told this was n't acceptable because they could n't verify where the money from my parents came from, when documentation and proof were given as they wanted. So I was told they needed 60 days worth of documentation from my bank again. I had {$2500.00} in my account, and they knew exactly where it came from, between my employer and my parents and refused to accept it. They keep changing how much I have to have in my account. I have to have {$2200.00} dollars in my account to close. I have over {$2500.00} dollars in my account and they refuse to accept it. Told me to wait two weeks so I could get two deposits from my employer and that would be acceptable. I have done EVERYTHING they have asked and they keep jacking me around and denying everything I send. I feel they are scammers. I never, ever had this issue buying a house before.
Company Response: Closed with explanation

Timely Response

2017-08-25

HI

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I called Quicken Loans on XXXX XXXX 2017, to discuss getting a mortgage to purchase an unfinished house on a 3-acre piece of property. I talked to an upbeat loan officer by the name of XXXX XXXX, who told me the type of loan I requested was indeed possible with Quicken Loans. He told me Qucken Loans is a direct lender and can make mortgage loans many lenders can not. I told him I wanted to have my mother on the loan and I gave him her income information. He told me, based on her income, the amount of money, {$100000.00} she would qualify for, but he also said he needed to check her credit first. After he talked with my mother and he ran her credit, he said he could not do the loan. I thought this was strange because her credit came out to XXXX. When I asked him why he was turning her down, he said that Quicken Loans does n't do this kind of loan after all, and the house must be completed at closing. When I asked him why he did not tell me this before he ran the credit, he said running the credit only took off a few points and it was not as bad as applying for a credit card. I thought his flippancy towards running my mother 's credit if he " could not do that type of loan after all '' was damaging to her. Most of all, I am filing a complaint because I believe the lender practiced age discrimination against my mother. Although she is in her late eighties, she has a right to file for a mortgage without being misled about what loan is possible for her, and without having her credit checked for no reason.
Company Response: Closed with explanation

Timely Response

2017-08-23

Harsens Is, MI

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: For the purchase of my first home I chose Quicken for my conventional mortgage, this would also be my first experience with the mortgage/lending process. The closing date for my condo was XX/XX/XXXX. On the evening of XX/XX/XXXX, when reviewing the closing details I had a question regarding the inclusion of my HOA dues in my mortgage payment. Within the " Escrow Account '' section, there is the statement : " you will have an escrow account to pay the property costs listed below '', directly underneath is a table labeled " Escrow '' and includes the line item " Non-Escrowed Property Costs '' with description " Estimated total amount over year 1 for your non-escrowed property costs : Homeowner Association Dues '' - this totaled {$4600.00} ( Note : This is the annual sum for the monthly HOA dues of {$390.00} ). *Note : Throughout the process, my price point for monthly payment was discussed with my mortgage banker, this included providing the known details for associated costs for the condo including taxes and HOA dues, as the latter can be significant depending on the property. As advised via the notification from Quicken that states : " Do n't forget that your Closing page has all the details you need to know. If you have any questions, use the Message Board on MyQL to get ahold of us. " - I sent a message on XX/XX/XXXX to the Message Board that asked it be confirmed that my HOA dues are included in my mortgage payment. On Monday, XX/XX/XXXX, a day prior to my closing meeting, I was notified via email that there was a response available to my Message Board post. I accessed the Message Board and the response provided stated that I was correct, and that the HOA dues are included in my mortgage. With this confirmation I was now comfortable with pursuing my closing the following day. Upon moving into my new residence I was provided the buildings welcome package that includes information on where to send the HOA dues. In an effort to ensure Quicken was provided with all information relevant to payments I accessed the " myql.com '' to login into account, however noticed that the user interface that I had been accustomed to was now updated to reflect my account as an active loan and as a result I no longer had the option to utilize the Message Board, nor upload documents, as done throughout the loan application/closing process. Therefore, on the morning of XX/XX/XXXX I forwarded the information to my mortgage banker, XXXX XXXX, via email. On the evening of XX/XX/XXXX, having not received a response from XXXX, and wanting to ensure I have followed the right process of providing to the necessary people, I send a follow up email asking for receipt of information and receive an immediate response of : " Yeah I got this message. Sorry I have n't responded. You pay the HOA yourself if that is what you are asking. ". This troubled me as this was not the understanding I was given prior to my closing and now the thought of having to now add $ XXXX/mo. into my monthly costs would be significant. I immediately access my Quicken account online and send a request to the helpdesk to inquire on where I can access my Message Board, as I would like to review/confirm that I did in fact explicitly ask, prior to my closing, if my HOA was included in mortgage payment, and advised that it was, and now am being told that it is not, and is an additional cost I will incur. The Customer Relations responds that since my loan is closed I can no longer access the My Message Board and that they have forwarded my inquiry to Executive Office for further follow up. The below detail the subsequent conversations related to my concerns with XXXX XXXX ( XXXX ), Executive Office, and myself, XXXX XXXX ( XXXX ) throughout the day of XX/XX/XXXX : XXXX : " Thank you for reaching out, I want to let you know we do not escrow for HOA so this is something you will need to pay on your own. I apologize if you were advised otherwise, I will review the chat and provide feedback to the team member who had advised you we would be escrowing. '' XXXX : " Hello XXXX, This response is unacceptable given I specifically asked the inclusion of this cost into my mortgage payment, prior to my closing, and was given explicit confirmation it was included. This is a significant misinform. XXXX : Hi XXXX, I see where you are coming from as the wrong information was provided you to however, we do not escrow for HOA. We only escrow and can escrow for HOI and taxes. I apologize we are not able to include your HOA payment in your mortgage. BB : Hello - What is the process for requesting a copy of all communications, primarily the message board that was utilized/offered as form of communication with the Quicken team serving, my account during the loan application process? XXXX : That is proprietary information and is something we would not be able to release to you. I understand she did advise you wrongly and I apologize for that, however we never escrow for HOA. I am sorry there isnt anything else we are able to do regarding this. The result of these conversations, and my experience with Quicken, has resulted in the filing of this complaint. It is unjust and unacceptable that as a Quicken customer I rely upon, and should as this is part of their service offering, the company and its staff to ensure that any questions I have regarding the mortgage process, including all details of costs incurred ( i.e. I do not know if my HOA are included ), can be answered and relied upon, yet am told after I sign a significant financial agreement/loan - " sorry, you were misinformed '' - with no consideration for the impact this now has to my financials. Quicken has acknowledged I was misinformed and within the correspondence has repeatedly stated Quicken would not do HOA, however it is their employee, who should be better informed of not only Quicken practice, but loan/closing details, that provided this information to me for my decision making.
Company Response: Closed with explanation

Timely Response

2017-08-21

NY

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: Please restrain yourself from making absolutely useless regulations - or preferably any regulations. EXAMPLE. I have had a closing delayed by over three weeks and now found out that I need to wait an additional three days to close because of your regulations. This is costing me thousands of dollars in hotel costs and animal boarding costs for absolutely no reason. And the lender is so afraid of your omnipotent and unrestrained powers that they wo n't do the sensible thing and just let me close the blessed deal. You will never be able to protect stupid people from doing stupid things and the rest of us who know what we are doing do not need or want your supposed protection. If you have to do something to keep yourself busy, just give data and information. If it 's useful, then I can choose whether or not to use you instead of forcing me to vote XXXX so that you will be defunded.
Company Response: Closed with explanation

Timely Response

2017-08-16

Millican, TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: In the latter part of 2016, my mortgage loan was sold by XXXX to Quicken. Unfortunately, the correct home owner 's insurance information was not conveyed. As a result, I received two notices in the mail on Monday, XXXX XXXX. One was from the insurance carrier stating that my policy would lapse on XXXX XXXX at XXXX XXXX due to non-payment. The other letter was from Quicken stating that my insurance had lapsed and I needed to take care of it or they will purchase insurance on my behalf. The problem is that my mortgage has an attached Escrow account and the taxes and insurance are paid by the lender, out of that Escrow account. I immediately called Quicken and inquired as to why my insurance was policy was not paid out of the Escrow account, The response I got was that they never received a notice of payment due from the ( insurance ) company / agent. The fact is, when the loan was sold, the complete insurance information did not convey. Quicken had an agent listed for my insurance that I have never hear of. I provided my agent 's name and phone number and the Quicken customer service rep said she would get in touch and get the payment made overnight. On Tuesday, XXXX XXXX, I followed up with my agent and was informed that no such request had been made. I then called Quicken back and told the rep that my agent has received nothing from them. ( Please note - time is of the essence because the policy will lapse in less than 48 hours ) While getting the run-around from Quicken, my policy is in danger of lapsing. After conferencing ( call ) with the insurance underwriter, Quicken is telling me and the underwriter rep that an incoming fax takes 2 business days to process. We disconnected from the underwriter and I inquired as to why the Quicken rep I spoke with the day before told me that they could receive the fax from the insurance company ( implying real time, as the rest of the world processes emails ) and could arrange an overnight payment. Now we 're talking about 2 days just to get the email. Only after I aggressively expressed my concern did the Quicken rep offer that there is an expedited fax number that the insurance company can fax the information to, thereby bypassing the 2-day fax issue. I asked why, when we had the underwriter 's rep on the phone, this information was not shared??? I eventually, on Wednesday, XXXX XXXX, contacted my agent to find out if I needed to pay the premium out of my own pocket and somehow seek reimbursement from Quicken. She ( my agent 's rep ) reached out to the underwriter and Quicken and was able to resolve the issue by getting the underwriter to extend the deadline as well as providing Quicken with the necessary information to process the payment. That being said, there is absolutely NO reason I should have had to go through this ( stress ). It may have been XXXX ( the original lender ) or Quicken that dropped the ball. But, after dealing with Quicken 's terrible incompetence, I 'm pretty sure it was Quicken. Quicken makes it extremely difficult to speak with an actual person and when you do finally get to speak to a live person, there is so much double talk and vagueness that, I 'm sure, quite a few people that do n't have the capacity for perseverance that I do will give up and let themselves be taken advantage of by Quicken. I am so extremely dissatisfied with Quicken, I am looking into refinancing with another lender and, just to be sure this does n't happen to me again, I will strike the clause in the contract that allows the lender to sell my mortgage.
Company Response: Closed with explanation

Timely Response