QUICKEN LOANS, INC.

2017-04-28

Houston, TX

Incorrect information on your report

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

Account information incorrect
Complaint: Quicken loan ran my credit report without my authorization
Company Response: Closed with explanation

Timely Response

2017-04-27

Palos Park, IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Complaint: My name is XXXX XXXX . My wife and I was approved for a {$150000.00} FHA Mortgage Loan from Quicken Loans. The Purchase Mortgage Banker name is XXXX XXXX . XXXX XXXX called me daily asking me have we found a house that we wanted to bid on. We exchanged numerous emails and phone conversations with XXXX giving me house hunting information. I have a copy of the Preapproval letter in my possesion as I 'm typing this complaint. The preapproval letter has an expiration date of XXXX XXXX , XXXX . When my wife and I decided on a house that we wanted to purchase, I called XXXX like he told me to and he told me that he was going to adjust the preapproval letter to the purchase price of the house which was {$140000.00} and that he would contact me when he was finished so I could copy it from my email and give it to the Real Estate Agent. XXXX calls me 45 mi nutes later and tells me that the loan fell through, because of the yearly income. If that 's the case then I was lied to. I was told that this just happen. That 's XXXX XXXX because he had many opportunities to say this to me in the beginning process. Can someone please call me at XXXX . Thanks
Company Response: Closed with explanation

Timely Response

2017-04-26

TX

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 was contacted the morning of XXXX XXXX by a representative for Quicken Loan s who said he wanted to see if there would be a way to save money on my mortgage that is with the company already. While talking he stated that to know my options he would have to get an updated credit report. I verified my information with the representative but never gave permission to pull credit. Afterwards I received an alert stating that I had a new inquiry on my credit report. I talked with the company and asked that it be removed because I never agreed to it and was told that by verifying my information I was agreeing to a credit pull and that Quicken Loans would not remove the inquiry from my credit report. The representative also pulled my wife 's credit that same day and at no point did my wife speak with anyone at the company.
Company Response: Closed with explanation

Timely Response

2017-04-24

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I refinance my house on XXXX XXXX , XXXX and opened mortgage with Quicken Loans. My monthly payment on 30 years fix interest loan was XXXX On XXXX XXXX , QL a gainst my knowledge and my wishes created an Escrow account that is attached to my 30 years mortgage. Since XXXX XXXX I made over 10 re quests to close XXXX account. QL refuses multiple requests to close escrow account unless I apply for new higher percentage loan. On XXXX XXXX , XXXX I made regular ( on tim e ) pa yment for loan at the amount of XXXX . Instead of accepting payment as expected , QL pl aced my payment in Suspense, because they charged me {$1600.00} on XXXX XXXX , XXXX ( for duplicated home insurance ) and then refunded - {$1600.00} on XXXX XXXX , XXXX after I complained. But QL kept my payment in suspense ignoring phone arrangement to provide total amount own on escrow until XXXX XXXX , XXXX when I was charged for late payment. At that time I was promised refund for late payment since record show that I made payment on ti me ( XXXX XXXX , XXXX ). Later QL loan also ignored that arrangement. And on XXXX XXXX , they charged me XXXX even though payment history ( attach ed ) sho ws on time payment, written chat conversation shows the request to provide escrow amount.
Company Response: Closed with explanation

Timely Response

2017-04-24

Jonesboro, GA

Closing on a mortgage

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Timely Response

2017-04-24

Oxford, GA

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: I am filing a complaint against Quicken Lo ans. They have fraudulently sold me a home appraisal that I was not able to use. My wife and I were in the process of purchasing a home : XXXX XXXX XXXX in XXXX , Ga XXXX . XXXX of the last few things before closing on this house that we had to do was get an inspection, appraisal, and close. The inspection was completed on Friday XXXX XXXX XXXX , and the appraisal paperwork was signed and sent over on Monday morning, XXXX XXXX XXXX . The cost of the appraisal that Quicken Loans charged my card was in the amount of {$480.00}. These funds were taken out of my checking account on XXXX XXXX XXXX and I have attached a photo of this transaction. Unbeknownst to my wife and I, our lender, realtor, and even the sellers realtor, the appraisal we received was an appraisal that was conducted by the home sellers for refinancing on their property. My wife and I have an FHA loan, and with an FHA loan, the appraisal that was conducted on the property sticks with the property for six months. Basically, Quicken Loans sold me an appraisal that I can not use, because it was ordered by the seller. Sellers can not order their own appraisal and then have others use that appraisal on the property. My lender contacted Quicken on my behalf, and spoke with them ad nauseam about how this is not right, and outright illegal. At the request of my lender and realtor, I am filing this complaint. What it boils down to is that my wife and I paid for the sellers to get a free appraisal, and not only this, but I was told that the sellers were being refunded their money for the appraisal and not me! So not only do I get sold a product that I can not use, ( appraisal ), but I am forced to pay for something that I can not use and I am not being refunded my money? This is highly illegal and fraudulent, and Quicken Loans is already in the news and courtroom for a federal law suit against them for fraud. I spoke with XXXX XXXX from Quicken Loans on XXXX XXXX , XXXX and explained to him my concerns, and that I wanted to receive my money back, since what they did was fraudulently sell me a product that I can not use. XXXX stated, Improper steps were taken in the transferring over of the appraisal. I told Mr. XXXX that I wanted my money refunded immediately, and he stated, We will have to conduct an investigation. Basically Mr. XXXX balked at everything I had to say, and didnt care what I had to say or offer, and most of the call I was talking over him. Quicken Loans illegally sold me a product that I can not use, and is refusing to refund me my money. If this matter is not resolved quickly, I will be forced to seek counsel to litigate and sue for punitive damages on top of the money that I am out of pocket. I have already disputed this charge with my bank, and I will take this matter as far as necessary in order to be made whole. Quicken can not, nor will they, get away with this. I will be contacting the news media, and going to social media about this injustice and their fraudulent practices and how they conduct business.
Company Response: Closed with explanation

Timely Response

2017-04-24

Mangonia Park, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2017-04-21

Simi Valley, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I was told by Quicken Loans that my flood insurance provided by FEMA was mandated by law to be escrowed into my mortgage payment by Federal law. I live in California and I spoke with a loan supervisor who confirmed this info. This is false I information. I had already paid my entire premium and they declined to refund 6 months of payment. I have been unable to secure the refund.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-21

Flint, MI

Cont'd attempts collect debt not owed

Debt collection: Mortgage

Debt is not mine
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-20

Bohemia, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-19

NY

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: Trying to refinance our mortgage to a fixed rate. Spoke with Quicken Loans representative and discussed we have excellent credit, new home ( 3 yrs old ). Rep said they need {$500.00} down to start process and all closing costs fees could be rolled into the loan. Told him looking for fixed rate, no PMI insurance, closing costs rolled into the loan and felt our home could be appraised at {$250000.00}, like it was initially when we built it including 33 acres of land. Provided all of our financial information, ( pensions, savings, and additional property to our home ). Representative confirmed we had excellent credit. Received a Loan Estimate on XXXX with closing costs for {$7700.00} and {$1000.00} CASH due at time of closing. Mind you, I was told I only needed to pay {$500.00} to start the process, the rest could be calculated into the loan. Appraiser then came to our home. On XXXX appraisal was done for {$210000.00} and homes in comparison were over 11 miles away and ranged from 7-28 yrs old and not good comparisons which now increased our closing costs to {$11000.00} with {$3200.00} CASH due at time of closing. When I called and questioned the appraisal I was told they can not dispute the appraisal. I told them I no longer wanted to pursue this loan. I called and spoke with the Executive Office that handles these matters and was told we could supply the appraiser with sales of our choosing. I just paid for the appraisal, why do I have to supply the information? Quicken Loan 's process is a GREAT way to check individuals credit, their assets and increase loans and payments to obtain more money. The appraisal should have been a better comparison within a closer radius and similar aspects of our home. When we built our home three years ago rates were lower and it was a buyer 's market. Today, rates are rising and it is a seller 's market ... .should n't it have come in higher than the initial appraisal? Our home should not have lost value!!!! I asked the QL representative hypothetically if we received the loan, defaulted and they took ownership of the home, would they include the hardwood and porcelain floors, solid surface counter tops, on demand boiler system, radiant floor heating, corian window sills, medallion cabinets, composite decking, triple pane windows, 33 acres, etc.. I requested the refund of the appraisal of {$450.00}.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-19

Monroe, WA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-19

Calumet Park, IL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-19

Wesley Chapel, FL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-19

Omaha, NE

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: The company pulled my credit without my authorization. The inquiry is reflecting on my XXXX and XXXX Credit report. I have never done business with this bank before nor have I sought any of their products or services.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-18

Largo, FL

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-18

IN

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: Me and my wife applied for a HARP refinance with Quicken Loans on XXXX / XXXX / XXXX . Our application was denied due to our credit score o f XXXX . As stated on the XXXX website " Through HARP, you can get a lower interest rate ( which means less out-of-pocket costs each month ), get a shorter loan term, or change from an adjustable to fixed-rate mortgage. There 's no minimum credit score needed, either . ". see below 's chat transcript. This is an email of the transcript I got directly from QUICKEN LOANS stating that they do infact " accept HARP refinances ''. I should have been approved for the next step, instead i was flat denied. General Info Chat start time XXXX XXXX XXXX XXXX XXXX E ST Ch at end time XXXX XXXX XXXX XXXX XXXX E ST Duration ( actual chatting time ) XXXX Op erator XXXX XXXX Chat Transcript info : A team member will be with you shortly. info : 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 . info : info : Please wait while your chat is transferred to XXXX XXXX . info : All team members are currently assisting other clients. Please hold for a brief moment. Thank you for your patience. info : The chat transcript will be sent to : XXXX XXXX XXXX at the end of your chat. info : 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 . info : XXXX XXXX : Hi, I just chatted with a gentleman about being declined due to our credit score. I applied for a HARP refinance. He said we were not eligible due to our credit score being XXXX . I just read the HARP qualifications and i got this directly off XXXX . -- -- -- - Through HARP, you can get a lower interest rate ( which means less out-of-pocket costs each month ), get a shorter loan term, or change from an adjustable to fixed-rate mortgage. There 's no minimum credit score needed, either. XXXX XXXX XXXX : OK there may be other lenders that follow those guidelines, but we may have some overlays. XXXX XXXX : ok. What should i do now? Wait for a call or email? XXXX XXXX : Well I would co ntact the lender that currently holds your loan, unfortunately I have to follo w Quicken Loan guidelines. XXXX XXXX : Ok, Thank you XXXX XXXX : Thank you XXXX .
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-16

OH

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I got on the quicken loans website and started an online chat with one of their live representatives. I told the guy that I was only seeing what I needed for the future and did not want to apply at this time. He took my information and said he was not going to run my credit yet until I was ready at a later date. I later found that they did run my credit against my will and they refuse to remove the credit inquiry from my credit report that I never asked them to run. I sent them 2 different letters asking them to remove the inquiry as I did not authorize it and they refused saying that I needed to file a police report if my identity has been stolen. I never said my identity was stolen I said their representative ran my credit against my will even though he promised to wait until I was ready. This company has treated me extremely unfairly and now I will NEVER EVER do business with them.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-14

Edina, MN

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-13

Ridley Park, PA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: My current lender Quicken Loans is consistently calling me or emailing me with " money saving '' opportunities. In the beginning of XX/XX/XXXX a rep named XXXX called me and we briefly discussed these " potential '' savings. At no time was a verbal authorization given to run a credit inquiry for me. XXXX stated he was going to talk to his team leader to see what options we would have for me being that I am such a " great '' customer. I was then alerted that my credit report was ran for a hard hit. I then emailed XXXX stating that I did not authorize this inquiry. XXXX then apologized for doing so and I asked to speak to a manger. The manager named XXXX ( last name unknown ) stated that he listens to the calls and stated there was " permissible '' authority granted which was not the case. Quicken loans misleads their clients stating that they can save you money only to find out they can not and " you are in the best position right now ''.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

Glyndon, MD

Incorrect information on credit report

Credit reporting:

Information is not mine
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

Arco, CA

Communication tactics

Debt collection: Mortgage

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

South Florida, FL

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: The loan officer has advised the foreclosure that should have been off my record since 2012 is prevented me from getting a FHA loan. I received a letter saying XXXX broke the law by mishandling my case so not sure why this foreclosure should affect my loan
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-11

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-11

Stone Mountain, GA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response