QUICKEN LOANS, INC.

2016-01-18

Smyrna, SC

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I have reported inquires to all XXXX creditors on my credit reports. They said if you believe that identity thief is being used from these credit inquires to contact them. I have too many inquires on my reports.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-16

Chicago, IL

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-16

Lexington, KY

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: XXXX of 2015 Quicken Loans agreed to a short sale of my home located at XXXX XXXX XXXX, XXXX Mi. XXXX. As part of this agreement, Quicken Loans included in the contract that I would receive {$1000.00} if my home were to sell by XXXX XXXX, 2015. The sell of the home took place on XXXX XXXX, 2015. As of today I have not received one penny of the {$1000.00}, which is 5 months after the sell of the home. I spoke to XXXX XXXX at XXXX XXXX weeks ago and receive no resolution. Dealing with Quicken Loans has been one of the most frustrating and stressful experiences I 've ever had with a company. They talk about service and doing everything they can for their customers, but in the end they care nothing about customer service. If a company signs a contract, they should honor it.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-01-16

Liverpool, TX

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-16

Worcester, MA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: We obtained a Quicken Harp loan about a year ago when rates were down. We are XXXX and had an ARM mortgage that was going down in years and up in payment amounts. Timing was important to us to refinance so we chose to go with a Quicken HARP loan based on their TV ads and excellent rating. At the time of processing the loan we thought Quicken did an excellent job. Now 1 year later we feel we were taken by Quicken as far as the interest rate they gave us. We had and still have an excellent credit rating. We just want to warn Quicken loan applicants to be aware to make sure of the interest rate they give out. We asked for a lower rate but they said we did n't qualify, do n't settle for less as we did.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-15

Boynton Beach, FL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-12

Hillsdale, NJ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: The lender together with my realtor completed an appraisal without communicating with me. This was scheduled on the day of my inspection and my wife who was on the site had no idea that the appraiser was there. I did sign consent authorizing Quicken to take a deposit and to begin the underwriting process, but I do feel mislead since the appraisal scheduling was done without consulting me at all. I wanted to wait until after the inspection since the deal was not totally finalized and now that I am not moving forward with the loan due to the results of the inspection, I am not being refunded my deposit. I 've asked for communication between my lender and my realtor, but Quicken Loans has refused to provide this stating that it is " proprietary. '' I would like to know how and why this was scheduled without my having any input into the scheduling.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-11

Eaton, OH

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-01-11

Southern Pnes, NC

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I applied for {$220000.00} to refinance my mortgage with Quicken XXXX XXXX with the promise that as a current Quicken customer, I would have NO CLOSING COST. On XXXX/XXXX/XXXX the Closing Care Rep. ( CCR ) called to review my Closing Disclosure and scheduled closing for XXXX/XXXX/XXXX. The rate was 3.75 %, when we agreed on 3.5 %. After questioning the rate change, I was referred back to the Mortgage Banker ( MB ) for an explanation. It was corrected to 3.5 %, which somehow increased my closing cost by {$190.00}. On XXXX/XXXX/XXXX the CCR called to review my updated Closing Disclosure and confirm my closing for XXXX/XXXX/XXXX. The figures on the closing documents were substantially different from the Closing Disclosure we reviewed upon scheduling the closing. Again, I was referred back to the MB for an explanation as to why the figures changed. On XXXX/XXXX/XXXX a new Closing Disclosure was prepared for closing set for XXXX/XXXX/XXXX. Upon viewing the document, closing cost increased by more than {$4600.00}. I questioned the CCR as to why the figures changed and once again was referred back to the MB. The explanation was that my house appraised for a different amount ( {$350000.00} ) than I originally stated ( {$300000.00} ). Immediately I questioned if I was being penalized for Quicken being placed in a better position with a lower LTV from 73 % to 63 %. He explained that they have applied the max lender credit of {$5500.00} and that was all they could do. Once I pointed out that they originally offered {$5700.00}, he stated he would have his director send me a {$200.00} check outside of closing but the numbers WOULD NOT BE CHANGED back to the Closing Disclosure dated XXXX/XXXX/XXXX. He admitted that he did n't know why the numbers changed. I thanked him for being honest in not trying to justify the mistake and of course for the {$200.00}. I then requested the closing be cancelled. On XXXX/XXXX/XXXX, the CCR called back to explain my figures changed due to interest on my payoffs. From XXXX/XXXX/XXXX to XXXX/XXXX/XXXX my interest increased by {$5000.00}? The interest on my mortgage with Quicken is around {$400.00} each month. Over a 10 day period, {$5000.00} of accrued interest was not sensible. Again, he would have my MB contact me to explain. No one called. Therefore on XXXX/XXXX/XXXX I called the MB who explained, " This is bare-bone and nothing else we can do. '' He offered to have his Director call me. The question remains, WHY DID THE FIGURES CHANGE? On XXXX/XXXX/XXXX a Director of Mortgage Banking called to explain that as of XXXX XXXX, new TRID guidelines state that " Once something is disclosed it CAN NOT be changed ''. He also stated that " the Federal Government wo n't let us close absorbing that much cost ''. I asked what XXXX stood for and he could n't remember. I immediately told him that I 'm the type of customer that will research XXXX on my own. He stated he would talk to someone about an offer that would be better than I was originally quoted. For clarity, I explained that in order for something to be better, it must beat the closing Disclosure dated XXXX/XXXX/XXXX. If not, we can stop this back and forth. In researching XXXX, it clearly states that there are XXXX circumstances that REQUIRE a new Closing Disclosure and 3-day review period. XXXX/XXXX/XXXX, a Solutions Team rep called to discuss my desired outcome. Again I requested an explanation as to WHY DID THE FIGURES CHANGE? He noticed I was deceitfully charged 1/4 % each time for two rate lock extensions that were never mentioned to me. I NEVER REQUESTED AN EXTENSION. The extensions were granted on Quickens behalf because the closing documents did n't match Disclosure XXXX/XXXX/XXXX. He stated, " The problem is that we gave you the best deal w/no cushion in case something went wrong ; something DID go wrong and we do n't have a cushion to work with. '' Why am I being penalized for undisclosed rate lock extensions due to inconsistencies with the original closing documents?
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-11

Tarzana, CA

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: I allowed Quicken Loans to check my credit once in early XXXX of 2015 as I was shopping for a refinance opportunity. I checked my credit report and found Quicken Loans has made several additional credit checks since the first and only XXXX that I authorized. My credit score has dropped due to their repeated credit checking. After the original credit check with Quicken I told them I was not interested. I wish to file a complaint against Quicken Loans and request they have the credit bureau 's remove all the additional credit checks they made following the first and only credit check I authorized.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2016-01-09

Tampa, FL

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: Quicken Loans advised me to remove a disputed account out of dispute and into active collections as it was my only option. Within in that time frame 2 days prior to closing Quicken pulled another Hard Inquiry on my credit report without my authorization and it caused my score to drop XXXX points below their acceptable score. This caused our down payment to increase by 1.5 % roughly {$3000.00}. They refuse to honor our original terms and down payment, they also refuse to provide my credit report as I am showing a different score than what they are reporting. We may possibly lose our home or it will cause our locked rate to be extended causing our interest rate to go up costing us a lot more money.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-07

Little Rock, AR

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I received an invitation to calculate my mortgage payment via email solicitation. ( See attachment ). I was not informed that my personal information would be sold and sent to other mortgage lenders who in turn checked my credit report. This has resulted in my credit score being impacted significantly. These practices are totally unfair to consumers and I am requesting your assistance in resolution of this situation.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-07

Tarzana, CA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Consumer Financial Protection Bureau Complaint Cover Letter Items disclosed and documented by Quicken Loan that I believe violate current lending laws : 1. Changing the quoted interest rate on the XXXX XXXX XXXX 2. Origination points added to the loan on the Second Loan Estimate 3. Lender Credits added to the loan on the Second and Third Loan Estimate On XXXX XXXX, 2015 I applied online for a 95 % purchase loan for a condo in XXXX, CA. I received a call from XXXX XXXX from Quicken Loans within seconds after applying online. I told XXXX XXXX that I wanted a 95 % purchase loan with no PMI and no points. XXXX XXXX ran our credit ( my wife and daughter were also going to be on the loan ). I then asked XXXX XXXX about the rates and he quoted me between 3.875 % and 4.25 % for this loan with our credit. XXXX XXXX then issued a pre qualification letter for {$420000.00}, the full purchase price for the condo we were going to make an offer on. ( I was informed that this call was being recorded. ) Over the next several days we supplied all of the documentation XXXX XXXX requested ; pay-stubs, income, tax returns, etc. It took us over a week to obtain a signed Purchase and Sales Agreement on the property for {$410000.00}. I sent a copy of the signed Purchase and Sales Agreement to XXXX XXXX. On XXXX XXXX, 2015 XXXX XXXX sent out the first Loan Estimate from Quicken. The rate had jumped to 4.625 % with no explanation as to the rise in rate. I also asked XXXX XXXX why the APR was higher than the rate, since we were paying all closing costs out of pocket, the XXXX should be the same. I got no answer. Quicken 's Lender cost was {$790.00} for processing. No points, and no other loan origination fees or credits. We received a second Loan Estimate from XXXX XXXX on XXXX XXXX, 2015. The purchase price had been changed to {$420000.00}, incorrectly, and points of 1.875 % had been added along with lender credits of {$500.00}. The estimated cash to close had doubled. I immediately sent XXXX XXXX an email pointing out the changes to the Loan Estimate, specifically the added origination points. His response was, " You are not paying any points though, we have to show you the points you were going to pay, until I waive them. '' XXXX XXXX 's response was the XXXX for me. Like the change in quoted rates, I suspected XXXX XXXX was not being truthful. My daughter sent XXXX XXXX an email explaining he was out of compliance with XXXX and included a link to the CFPB website. XXXX XXXX then responded with the excuse that there was a technical problem with the Quicken system. He said a new Loan Estimate would be sent. The third Loan Estimate was {$7600.00} higher than the original estimate for the cash to close. The lender credit was still listed, and the purchase price was still incorrect. Needless to say, our faith in XXXX XXXX and Quicken Loans was exhausted. At that point I told XXXX XXXX to cancel our loan with Quicken and to cancel the scheduled appraisal on the property. I am supplying copies of the XXXX Loan Estimates, and the email chain where XXXX XXXX makes the statement about waiving points, and then saying there was a problem with the Quicken system. XXXX XXXX was either deceptive or ignorant. Because he stated a lower interest rate on day XXXX and then increased the rate on the first Loan Estimate, and then on the Second Loan Estimate he added origination points and Lender Credits, along with the XXXX email stating that points were on the loan until he waived them, I have to believe XXXX XXXX was being deceptive. If you need more information please let me know.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2016-01-06

Okc, OK

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I refinanced my mortgage through Quicken Loans in XX/XX/XXXX. i alone applied and received the mortgage though I am married. Upon getting married and my wife selling her home, her credit score dropped and her credit card maxed her interest rate to 29.99. She reorganized through bankruptcy and is paying her creditors. XX/XX/XXXX, Quicken Loans blocked all of my access to my account which I had always administered online. They would not allow me to see any data or make a payment. Every month for 8 months I called and got the run around for hours until I got tired and it would all begin again the next month. I would send a check to pay my payment on time. They contended that it was because I had declared bankruptcy and I had not, my wife had. She is not on the note anywhere, but they did n't care. I have sent emails and paper letter to them asking to have my information sent to me on paper, as they suggested, but they never responded to that request. They claimed it was software and 8 months later, I was able to do transactions online again. No explanation or correspondence. It just started working. My loan originated in XX/XX/XXXX and when I went online to pay my payment, it had gone up XXXX dollars. I tried to view my insurance, tax and escrow information and I was locked out with a note to call them. When I called, they brought up the bankruptcy again and told me that they did n't have to provide me with any information due to that, but the would read it to me over the phone. Neither my insurance company nor my mortgage company sent a notice of the increase in charges. I asked for an escrow analysis to be sent to me and they refused. The latest person to talk to me about it is XXXX XXXX, Quicken Loans Client Relations. XXXX XXXX was the originator of my loan and has never been helpful beyond that point. XXXX XXXX Social Media Advocate said it was a software glitch the first time it happened, but never did anything to fix it. I believe that it is illegal to not keep me informed of changed in my escrow account and would appreciate feedback. I have email from some of these events, but they are not answering me at this time.
Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-06

Soquel, CA

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2016-01-05

Phoenix, AZ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I was working with Quicken Loans for the loan I was trying to obtain. They approved it and ask me to get an appraisal on the house. After this was done Quicken denied the loan. I asked about a refunds on the appraisal and they denied it. According to them it was a service provide that is non-refundable. I was not told this upfront only after everything was done. Now I want to used another lender and they mentioned I might have to to another appraisal done. I am very displeased because this is money coming out my pocket and its not cheap.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-01-05

Okc, OK

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: While applying for a mortgage refinance in 2013, Quicken Loans misrepresented my credit score by XXXX points on all XXXX credit bureaus and suggested that I enroll in their XXXX XXXX Program at a cost of {$200.00} plus dollars. While being guaranteed that the costs would go towards closing should I apply. I inquired about the discrepancy in the scores and was told that the scores I see for my personal credit monitoring is different than the score they see. While I had a qualifying score initially, my score was increased by satisfying some small debts ... However, each quicken loan representative I spoke with subsequent, refused to process my application without an additional cash payment. I can include names and contact numbers of those involved in this process.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2016-01-02

Atl, GA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-31

Dixon, IL

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-30

Rahway, NJ

Taking out the loan or lease

Consumer Loan: Installment loan

Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-30

MO

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I was in the process of getting a mortgage through Quicken Loans. I felt my rate of 4.25 % was n't the best rate I could get, so I began looking at other banks in the area. I was told by XXXX XXXX that other banks would give me a lower interest rate, but then last minute say I would have to pay origination fees and points to keep that rate. Quicken Loans would not do that to me. So I stayed with Quicken Loans. When I received my first loan estimate, it had those closing costs of {$2100.00} ( {$790.00} origination fee + {$1300.00} for XXXX whole point ). I immediately contacted XXXX asking why those fees were there. He assured me that Quicken Loans would credit the entire {$2100.00}, and those would not be included in the closing costs. I was satisfied with this response until I saw a new Loan Estimate still showing {$1100.00} for XXXX points. I once again called to ask why that was there. I was again told that it would be gone and not affect me. At one point, I had been told that at closing, I would only need the 20 % down payment plus or minus {$100.00}, since the seller was paying closing costs of {$4500.00}. I received my final loan estimate, and it showed I was going to have an additional {$620.00} I would have to pay on top of the 20 %. I once again complained to them saying that if that {$1100.00} of points were taken off, the sellers {$4500.00} would more than cover the extra {$620.00} I was having to pay. They would not take the fee off, or believe that I should n't be charged for it. Finally, this morning, the morning of closing on the house, they called and admitted that when they listened to our conversations, I had been told that I would not be charged any origination fees or points. However, since the seller was paying for {$4500.00} of closing costs, the {$1100.00} was included in their expenses. They would not credit the {$1100.00} because it would make seller closing costs less than the {$4500.00}. I told them they could at least charge half a point, or something less, to make the extra money I had to bring to closing, be less. They refused and do n't believe it should be taken off, since the seller is paying for it anyway. This is an extra {$630.00} out of my pocket when I have just paid a 20 % down payment. I could really use that money at this time, and they have taken it from me. When I was at closing, the woman with the title company said they were terrible to work with. She and my realtor ( and a lender I spoke with afterwards ), all agreed that it looked like they were just charging bogus fees to eat up the seller 's {$4500.00}. They said it definitely seemed like fraud. I went and spoke with the lender in that office, and he confirmed that they had done me wrong. He said I should be able to get an interest rate of 4.125 % with no points or fees, yet they charged me {$1100.00} to get a rate of 4.25 %. The lender recommended I file a complaint here, as what they had done was completely unfair to me. Another complaint we had was that they really drew out the process of closing. My realtor thought I should be able to close almost 2 weeks before they let me.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-29

IL

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: Lender failed to give an accurate closing disclosure statement for purchase money mortgage transaction. Lender failed to deliver closing documents to settlement agent on day of closing. Sent to wrong location. Lender failed to deliver mortgage funds to closing on the date of settlement. Sent to wrong location.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-12-28

Jupiter, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Quicken loans has failed to satisfy my XXXX taxes for 2015 after my loan closing on XXXX which provided for payment in full. The response I have received is pathetic. I have repeated over and over why the payment was rejected and the customer service is unacceptable. I will commence legal action as a result of your inept response. XXXX is my loan number and I am telling everyone on social media about your pitiful service.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-25

TX

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XX/XX/2015 I informed Quicken Loans of XXXX Michigan that my property taxes had been reduced by XXXX by phone. The agents name was XXXX he seemed very distant on the phone like he was doing something else and said he would have a loan officer contact me. No one ever did so another follow up call was made and this time XXXX said he would get a supervisor on the phone. He promptly hung up on me and I immediately called back. This time I was transferred to a " supervisor named XXXX she told me that the issue would be cleared up " XX/XX/XXXX '' again ignoring my request. I immediately hung up the phone and contacted a loan agent by the name of XXXXXXXXXXXX each and every time I called I did a follow up email to QL knowing I needed to create a paper trail. Well XXXX did nothing for my cause so I wrote yet another email to the auditing and escrow I still have had no solution the departments at QL. The problem was they reported again ( lied ) that they paid my property taxes, again this year they always have for the 3 years I have been with them. Ever since I have been with Quicken loans insurance agent has called me concerning payment when my insurance was due last year I had to give him a Echeck to keep my insurance from lapsing. I am tired of this from Quicken loans waiting until the last minute to pay insurance and escrow due. They add to the website I view to see my payments that it has been paid but it has not. One of the employees at QL did pass on to me that they use a 3 rd party vendor to pay all taxes and insurance, without my authorization. The last person I spoke to at QL again blew me off XX/XX/XXXX saying it would be fixed XX/XX/XXXX if the could get my money back from the 3 rd party vendor. Included with my XX/XX/XXXX payment was a note figuring out my new payments along with the deducted tax error I have never been late with my mortgage payments with QL, XXXX or XXXX XXXX XXXX in 35 years on any homes I own. I feel as though QL does n't really care once they " have you '' under contract. No matter how high I moved up the ladder the attitude was the same. I was shocked when I received my mortgage statement today and opened when they almost doubled. I am very tired of QL and if they have problems paying from my escrow I will create my own escrow and pay it ... .on time with no lies. I have full documentation including cell phone logs to support what I have stated. Sorry about all the typos I can only view XXXX of this page to edit complaint form.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-12-23

Akron, OH

Application, originator, mortgage broker

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response