QUICKEN LOANS, INC.

2015-11-23

Gary, IN

Loan servicing, payments, escrow account

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-19

Brooklyn Heights, OH

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-11-19

Augusta, GA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: I applied for a mortgage loan with Quicken loans and was pre-approved, contingent on certain conditions. I met all the conditions as specified but the loan was still denied. They stated that they could not confirm how I paid off XXXX debts. I provided bank statements that showed the withdrawal and money orders to pay off the debts. I am concerned because I am of low income and getting offers from higher cost loans and that my information has been mishandled or sold. I qualify for this loan and believe that I am a victim of housing discrimination because of offers from higher cost loans.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-18

Clayton, MO

Settlement process and costs

Mortgage: FHA mortgage

Complaint: Quicken Loans lifted the finance contingency on a home purchase, later reniging on the financing stating that debt to income ratio was an issue because of the potential monthly payment for student loans. Quicken Loans stated that I would need a consigner or to pay off my car loan at {$12000.00}. All debt obligations were visable and known at the pre approval stage prior to underwriting the loan. Due to the finance contingency being lifted Quicken Loans states that I stated that my student loans were in deferment while they were in forbearance. This is absolutely untrue, again all debt obligations were visable in the credit report. I was a recent college graduate as of XX/XX/XXXX this loan process began XX/XX/XXXX, repayment for my student loans would not be requested until XX/XX/XXXX, in which at that time a deferment could be requested. The home being purchased was a to be built with construction complete XX/XX/XXXX. Quicken Loans has caused me embarrassment, emotional distress, and cost me {$540.00}, as I lost half of my {$1000.00} in earnest money and about XXXX % of the {$400.00} in good faith provided to Quicken Loans.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-17

Leeton, UT

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Complaint: I am reaching out to the CFPB directly for any assistance they can provide with an issue I am having with my mortgage servicer, Quicken Loans, who services my XXXX XXXX owed loan ( Loan # XXXX ). My issue involves unfair treatment in the process of being evaluated for a loan modification. I applied for a loan modification on XXXX/XXXX/2015. To summarize my hardship, my family 's household income dropped by over $ XXXX/month due to a job change and due to losing our family owned business. Quicken reviewed my application and approved a trial modification on XXXX/XXXX/2015. XXXX XXXX from Quicken then called me on XXXX/XXXX/2015 to explain the terms of the approved modification. The interest rate they offered did n't seem to match the published XXXX XXXX Standard Modification Interest Rate that became effective on XXXX/XXXX/2015, the day of the approval. When I questioned that and asked if it could be redone, XXXX then said I should pursue a refinance instead of the modification. I explained to XXXX that due to my severe decrease in income, I doubted that I would qualify for a refinance. But he suggested I check into that anyway. I told him that I did not want to jeopardize my approval but he said that should the trial offer expire while looking into the refinance, it would not render me ineligible to apply again. So I told him that I was not declining the trial modification and that I would look into a refinance as he directed. I then reached out to XXXX XXXX directly to ask them for further direction. The representative that I spoke to at XXXX XXXX suggested that I follow Quicken 's guidance and she too confirmed that should the approved trial should expire in the meantime, I would still be eligible for a modification upon submission of a new application. So I took their advice and called a few mortgage companies to inquire about a refinance. I was not surprised to find that I did not qualify at my reduced income level. During the process of investigating the refinance, the approved trial offer expired. So I submitted a brand new application on XXXX/XXXX/2015 and submitted the updated income documentation. However, I was just informed today, XXXX/XXXX/2015, that my application has been denied because they say I declined the previous approved trial offer from XXXX/XXXX/2015. I explained to the representative that I did not decline the trial offer, and that both Quicken Loans and XXXX XXXX suggested that I investigate a refinance instead. I was assured that should the trial offer expire in the meantime, I would still be eligible to be reviewed with a new application. I asked the representative how I could dispute that decision and if they could listen to that call from XXXX/XXXX/2015. The representative told me that nothing could be done. So, I am reaching out to the CFPB because I am being treated unfairly. I fear that their mistakes and lack of organization are overshadowing the fact that I have a real hardship and need help. I have done everything that they recommended and now I am being denied the help that my family desperately needs. Please help me rectify this situation. If there is anything you need from me in helping you to investigate this issue, please let me know. Sincerely, XXXX XXXX
Company Response: Closed with non-monetary relief

Disputed: No Timely Response

2015-11-16

Forest Park, GA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-16

HI

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: On or about XXXX XXXX, 2015 I called XXXX XXXX at Quicken Loans in order to do a HARP refinance. I was assisting my husband in the process and he confirmed with all concerned that it was ok for me to speak on his behalf. XXXX told me he was licensed in the state of Hawaii and he would assist in the process. I was told he could do a HARP loan at a rate of 3.375 % for a 15 year mortgage term, no closing costs and no appraisal. He explained that we did not need to have an appraisal and that if anything all they would need to do is drive by and make sure the house was standing. He also said he could probably close the loan in 21 days. I submitted everything when asked documentation wise and even more than what was asked as I had my proof of income included, plus documentation that the house I own is rented and a signed rental agreement as proof. The first issue was we did need an appraisal, XXXX XXXX from XXXX came to our house and did a full appraisal, lasting at least an hour. We were charged XXXX for an appraisal we were told we did not need. Not only that after being told the appraisal was not available to us for almost a month, it turned out they cancelled this appraisal and we ended up having someone else come to do another. Luckily, my brother is a XXXX in XXXX XXXX, Ca. and he was able to decifer the XXXX Good Faith Estimates we received, all with different figures and even showing rate buy down fees, that we were not informed of. We were 43 days into the process and we were told that our docs could not be issued as they did not have a good enough picture of our bathroom. After hearing this I was able to make a call to our second appraiser and ask him to get a better set of pictures for our bathroom so we could be provided our loan docs, he took care of this that day. Quicken pulled credit on my husband 3 times, charging us twice XXXX total. My brother explained that they could have done a refresh and therefore my husbands credit would not have dropped so low, XXXX to XXXX the lowest recorded. On the XXXX day into the loan process we were told that my husband did not qualify for the loan and was short income by 6 %. I explained to XXXX in the beginning of the process that we go on vacation and I did not want them following us around while on vacation. We were told by XXXX XXXX that the only way to proceed at this time was to do a 20 year loan for 3.75 %, I asked for a couple of hours so my husband and I could discuss it and I also wanted to run this by my brother, who has been doing loans for 25 years. I phoned XXXX XXXX and told him we basically were baited and switched. He explained that the reason was because they received documentation back from the IRS and that is probably why. He told me the new loan amount would be based on a raye of 3.875 %, I said I just got off the phone with XXXX XXXX and he told me 3.75 % .XXXX told me he would call XXXX and ask why the rate offer was so different from XXXX hour before when he quoted me 3.75 %, XXXX said he would make a call to XXXX and find out why. I was told by XXXX that XXXX did not know we were told there would be no closing costs and he actually was going to charge us XXXX for closing. I had brought XXXX XXXX into the process as he was XXXX XXXX team leader. We were so far into the process at this time, I felt that we should move forward. So, 80+ days into the process and we were finally told we could sign XXXX/XXXX/2015. XXXX XXXX, 2015 was our final 3 days of our right to cancel and they told me they could not fund the loan because they did not have a hard copy of our marriage certificate. I offered to send it XXXX/XXXX/2015, I was told it was not needed and provided an email to all concerned showing this conversation with XXXX XXXX at the title co.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-13

Jacksonville, FL

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: Date : XXXX XXXX, 2015To : CONSUMER FINANCE.GOVFrom : XXXX XXXX Quickenloans # XXXXRe : Quickenloans # XXXX XX/XX/XXXX, 2015-Consumer XXXX XXXX, XXXX Mortgage Refi./VA 30 Year Loan- Application Alleged Locked Rate at XXXX until XXXX XXXX, 2015. XXXX XXXX -License IDXXXX/Lender Representative ( AKA ) XXXX XXXXXXXXXXXX XXXX _License ID XXXX_______________________________________________________________________________Quickenloans Staff unauthorized change of Consumer XXXX XXXX XXXX XXXX XXXX XXXX, 2015 original loan application, without prior discussion or consent. Lender Representative alleged consumer request Change of VA Loan Type without prior discussion or consent of Consumer XXXX XXXX XXXX XXXX Quickenloans # XXXX. Lender Representative alleged Consumer requested new application without prior discussion or consent of Consumer. Lender Representative changed Locked Interest rate from XXXX to XXXX without prior Consumer notice or communication. On XXXX XXXX, 2015, Consumers contacted quickenloans. to inquire of XXXX Mortgage Refi./VA loan. Quickenloans telephone staff referred Consumers to XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXXXXXX ( XXXX XXXX XXXX. After Consumers provided initial inquiry information for Mortgage Refi. to Quickenloans Representative XXXX XXXX to obtain available Quickeloans Interest rate. Consumers were advised that a XXXX XXXX XXXX XXXX XXXX {$400.00} Appraisal fee was required and needed to lock the interest rate at XXXX on XXXX XXXX, 2015. Consumers were advised by Quickenloans Rep. that was the only way to secure current rate. Consumers provided payment via Consumer Credit Card. On XXXX XXXX, 2015, after providing all required documentation and logging on the QuickenLoan Message. On XXXX XXXX, 2015, the Consumer discovered that the locked rate at XXXX had changed and immediately contacted the Quickenloans Rep. XXXX XXXX around XXXX XXXX. The consumer was told that the Lender Representative was not logged in the system and to call on XXXX, 2015. The Consumer logged back into the Quickenloans system and discovered that an alleged application dated XXXX, 2015 had been generated with an alleged Interest Rate lock agreement of XXXX and discount fee, expiring on XXXX XXXX, 2015. Also an alleged rate lock extension fee if not agreed to by Consumer. On XXXX XXXX, 2015, the Consumer unsucessfully attempted to contact the current assigned QuickenLoan Representative on the QuickenLoan Message Board with " NO '' response. .
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-11-12

Atlanta, GA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I want to complain about Quicken Loans who holds my second mortgage. I was trying to refinance my first mortgage under the XXXX program to lower my monthly mortgage payment. Quicken refused to subordinate their loan although I have 75 % loan to value on the first and a combined loan of 95 %. I ca n't imagine why they are doing this. I declared bankruptcy about 6 years ago and could have included the second. I wanted to do the right thing and have continued to send my payment XXXX which became Quicken, over the years.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-12

PA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: my house burnt down on XX/XX/2015. i finally received a check from my insurance company to pay off the mortgage on XXXX/XXXX/2015. i two day priority mailed a XXXX check to quicken loans on XXXX/XXXX/2015. the post office lost the check and it did not arrive until XX/XX/XXXX so now quicken loans wants me to pay an additional XXXX to avoid forclosure on the property because it did not arrive by XX/XX/XXXX eventhough i have tracking numbers and proof that it is not my fault and it was lost in the mail.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-12

Hinsdale, IL

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Lender ( Quicken Loans ) did not respond to inquiries leading up to a clear to close date, and only asked if we intended to go forward with the loan the evening prior to the clear to close date. We had supplied them with an engineering report that clearly stated there was nothing that should prohibit occupying the home, and no reason to forestall closing on the loan. Lender came back with an onerous demand for XXXX % of contractor bid to complete work. We were under severe duress and faced losing the home if we did not comply. Escrow was being held for the purpose of a foundation issue suggested by their appraiser, and not mentioned in our home inspection. Since we did not own the home at the time, and it was being sold as is, the former homeowner was under no obligation to grant adequate access for a thorough evaluation by the engineering firm and the contractor. Following the thorough evaluation, the engineer concluded that a front porch slab be replaced and that there was no need to do any foundation repair. Quicken continues to hold our escrow, failed to provide the name of the supervisor of XXXX XXXX, who supplied an abusive and inadequate response to our requests for the funds. Further, we have put in a request for a check to be paid to a contractor so work can begin, and that request has been ignored, even though we proceeded as stipulated. Quicken 's failure to provide us with sufficient time to seek alternative funding has cost us tens of thousands of dollars. The inconsiderate manner that they conduct business is shameful if not bordering on criminal.
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2015-11-11

Sarasota, FL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I received a letter from Quicken Loans dated XXXX/XXXX/15 indicating we were eligible for refinance through HARP. The letter had my loan number provided by XXXX. When I called the XXXX number, I spoke with a fast talking representative who told me several lies, including,1. Quicken was the sole provider who was authorized to refinance this particular type of loan. 2. He would not be able to provide a quote for the refinance without pulling a hard credit pull - doing so he said would be meaningless. When I indicated I had gotten a quote from XXXX 2 months ago, he told me that was impossible - that Quicken Loans was the ONLY provider who was able to do this refi, and they were working with XXXX in a new partnership so they were the only provider authorized to do this type of loan. When he would n't provide a quote without a hard credit pull, I hung up. I received a call from XXXX, a few minutes later. When I googled the number, it shows to be a Quicken Loans number in XXXX, AZ.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-10

Lewisville, TX

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Our loan was scheduled to be closed on Friday, XX/XX/XXXX at XXXX. This has been the date for the entire loan application process. Today ( Tues XX/XX/XXXX ) our realtor received a call from our lender 's closing department informing her that the Settlement and closing documents are being sent out today to review online, and " due to new guidelines '' and citing a holiday tomorrow XX/XX/XXXX the closing now has to be postponed until Monday XX/XX/XXXX. This is not necessarily a complaint against my lender. This is a XXXX customer who now has to re-schedule moving company, allow the seller an extra 3 days of lease after the delayed closing date due to the fact that they have to close on this house prior to closing on their new house, all because of these " Know before you owe '' guidelines that " will not cause any delays ''. In the real world, they do cause very costly delays. There needs to be a way that mortgage applicants can choose to waive these new guidelines.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-06

Occoquan, VA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-06

Brooklyn, NY

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: Quicken Loans, particularly has been unresponsive since XXXX/XXXX/2015. I have been trying to call XXXX XXXX who is the representative assigned to me but every time I call him, it just goes straight to voicemail. He tries to call me back but it is always at a time that I am either working or unavailable. I believe Quicken Loans has failed to provide due diligence on my mortgage loan application to move forward with a property I am trying to purchase.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-05

TX

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: We applied for a refinance of our mortgage loan under Harp guidelines with Quicken. They are not our original mortgage lender. We were contacted via email and phone calls at least ten times daily asking for more documentation. We asked repeatedly for a complete list of everything they might possibly need from us so that we could provide it all at once and stop all the interruptions to our work days. We were not only denied that list but told that Quicken did not even have one. We were asked to provide proof of employment for my husband. We provided Quicken with two months of bank statements that clearly show a weekly direct deposit paycheck for him and my husband 's employer also emailed a proof of employment document to Quicken. They refused to accept it as proof of employment. We legally complied with all their requests. As we can not control the format of the proof of employment documentation our employers provide, we had to cancel our HARP refinance of our mortgage. Quicken has unreasonable demands for the loan application process.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-11-04

Waterford, MI

Settlement process and costs

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-04

Santa Ysabel, CA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: XXXX XXXX MORTGAGE LOAN IS ESCROWING insurance premiums when Insurance company informs me that I am poying monthly on the insurance premium.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-04

Warsaw, OH

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I called Quicken Loans to ask a question about a mortgage- The customer sales person asked me for my name etc. before I received an answer to my question! Unbeknownst to me my credit score was impacted because of a " Hard Inquiry '' - It does not seem right to have your credit score come down, when your just want a question answered about the company in question services! Your question " Which part of the mortgage process is your issue related to? '' Does not apply so I put Applying for a loan - which I am not or did not!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-03

Edgewater, MD

Incorrect information on credit report

Credit reporting:

Information is not mine
Company Response: Closed with explanation

Disputed: No Timely Response

2015-11-02

Ft Lauderdale, FL

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I have a mortgage with Quicken Loans and I am having an issue with them. I live in a townhouse XXXX and a portion on the monthly payments to the HOA is to pay a master policy that covers the units. I have lived there for 15 years and have refinanced the property XXXX times. I have always been told by previous lender and even a member of Quicken Loans implied that the master policy provided by the HOA is sufficient to meet the insurance requirements by the mortgage. I have always have an additional policy which I pay for, it is not part of the escrow payment, to provide personal liability coverage as well as coverage for my personal property, my property which I own is not being financed by Quicken Loans. On XXXX XXXX, 2015 I had a water leak in my kitchen that caused damage to the kitchen cabinets. I called XXXX XXXX, the company that I pay for my personal protection and an adjuster was sent and the claim was approved. On XXXX XXXX, 2015 a check was sent out to me. When I received the check I went to deposit it, I was not able to do so because Quicken Loan was also a payee. I called quicken loan I was told to sign the check over to them and that a check would be issued to me within 72 hours from the time they receive it. I paid {$27.00} to have the check sent overnight. They received the check XXXX XXXX and I tried to contact them on the telephone several times to get an estimated date for the return check and the calls were not answered until I sent an email days later asking for a return call. The check was not returned to me until XXXX XXXX. Now my bank, XXXX XXXX XXXX is putting a hold on the check that is payable by XXXX XXXX XXXX until XXXX XXXX because they say that XXXX can not guaranteed that the check will be honored. What does that mean to me? Here we are almost 1 1/2 months later and I have not been able to fix the kitchen. I pay the mortgage, I pay the HOA dues that cover insurance on the building, I pay for my personal protection and Quicken Loans has created the chain of events that are completely unnecessary. The check has " For Payment of Restricted Escrow '' .... What does that mean? I am not required to have that policy, I pay for it out of my pocket, it does not go through escrow, my mortgage payments are up to date. What right does Quicken Loan have over those funds to put a restriction on the check. Quicken Loan sent my insurance a condo unit owner 's insurance request they say I authorize them. I have issues with the signing of the agreement. It was not for my policy it was for the HOA policy and that is what I was told.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-30

CO

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: On XXXX/XXXX/15, my wife & initiated a refinance loan application with Quicken loans. Quicken collected {$400.00} good faith fee and shortly thereafter an appraisal was completed on our home. The appraisal determined that some repairs were necessary to satisfy FHA loan requirements. We obtained bids for the repairs and, then, submitted them to Quicken Loans with the request that the cost of these repairs, {$6200.00} be paid from the loan proceeds. In addition, we indicated that we would not move ahead with the necessary repairs, because of the cost, unless Quicken loans confirmed this would satisfy the requirements to close the loan. We received assurance that this would resolve the issue so the loan would be closed, the contractor paid after closing. We had indicated that we would not and could not move ahead and authorize these repairs unless we had assurance from Quicken Loans that this would result in a closing of the loan with the necessary payment to the contractor. We do not have sufficient available funds ourselves to pay for these repairs and we, therefore, requested assurance that this would allow the loan to be promptly closed and the contractor paid. We received several such assurances from representatives at Quicken and, therefore, authorized the repairs. Now, it is over 3 months later, the repairs have been completed and reviewed by the appraiser and Quicken refuses to honor their commitment to us. The contractor wants to know when he will receive payment for his work and we are in the embarassing positon of not have a good answer for him. Quicken has left this in limbo for several months and, seemingly, will not honor their commitment to us. I have assurances from them in the form of emails as well as a confirming email to the contractor on this matter that I copied Quicken loans on over 2 months ago when the repairs were initiated.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-30

Hinkley, CA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: I have an escrow account set up with my mortgage. I re-negotiated my homeowners insurance amount with my insurance company to a lower amount. A new declaration page was sent out showing the change. There was no bill. My mortgage company paid it as a bill. I can understand that mistake, but then two weeks later after paying that bill, a new insurance company sent a much higher bill for payment for XXXX XXXX and that was paid without my authorization! My homeowners insurance was paid up to date until XX/XX/XXXX so neither of those payments should have been sent out! I called them twice and they said they have no safeguard in place to protect our escrow accounts. If a bill comes, they pay it! I did not sign any change forms authorizing a different insurance company to bill my mortgage company. They pretty much said " oh well '' HELP!!!!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-27

NH

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-27

MI

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I am in the process of refinancing with quicken Ioans, it 's been over 45 days and still do not have a closing date. They keep giving me the run around and its been nothing but a headache.
Company Response: Closed with explanation

Disputed: No Timely Response