QUICKEN LOANS, INC.

2015-10-27

Forney, TX

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-26

Cleveland, OH

Application, originator, mortgage broker

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-26

Lake Ridge, VA

Credit decision / Underwriting

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-26

Chester, NY

Settlement process and costs

Mortgage: Other mortgage

Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2015-10-25

Amarillo, TX

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: My wife and I, who have been home owners for the last 16 years, and who have lived in our current residence since 2009, applied with Quicken Loans to refinance our current first-lien mortgage. We both have excellent credit. We completed all the application and required paper work, and provided all requested supporting documents within the first 6 hours of the process XXXX including tax returns, XXXX 's, XXXX 's, XXXX 's, and XXXX 's ). Since that time it has been over 2 months and we have not received an approval notice and we never received an adverse action notice. In fact, except for a few phone calls initiated by us, there has been no communication. It is my understanding they only have 30 days from the completion of the application to notify us if a decision. During this time interest rates have moved in an unfavorable direction. The more time that transpires the more money we are losing.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-23

MI

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: Quicken Loans. I Called to start a v.a. home loan. I started with XXXX, a high pressure salesman. I informed him that I was interested in pursuing a v.a. loan but needed to finish replacing the roof on my home before i began. he immediately requested my Social Security Number and pulled a credit report and informed me that i qualified for a good rate. he then pressured me into rate locking, even though i had informed him that i was going to be taking some time before proceeding with the loan to complete renovations on my home. I uploaded all documents requested of me, along with these documents was a statement of my home owners association dues. I live in a single family detached home in a private homeowners association of which XXXX was aware of. We are also on a community well. They requested credit card information to proceed with getting a appraisal scheduled. My credit card was debited immediately and i never got contacted to schedule an appraisal for over 3 weeks. After the appraisal, i was contacted by quicken to inform me that because i was requesting a V.A. loan and i lived in a " Condo '' complex, there was further paperwork required to obtain an aproved V.A. Condo I.D . This document takes 60-90 days to process thru the V.A. and quicken does not assist with that process. I do not live in a Condo complex and i have never heard of such a thing. I was then told that i would still qualify for a standard mortgage at a slightly higher rate. I started to proceed in that direction until a few days later i get the call informing me that because i filed for bankruptcy 3.5 years ago, i was automatically disqualified. XXXX had all my financial documentation almost 60 days prior. They were well informed of my bankruptcy since day 1. Why they attempted to place me in a standard mortgage after the failed V.A. attempt is further discouragement. Quicken mishandled this case from step one. Again, I do not live in a condo. Never heard of a V.A. Condo I.D . before and had no idea it applied to an association. No refund!? Desired Settlement : Billing AdjustmentQuit placing blame on the consumer and take ownership of your advertising. You do NOT specialize in V.A. loans. You specialize in making money for yourselves and when you XXXX blame the customer. Learn from your mistakes. If in the future, you get a client on the phone and they inform you that they live in an association, the questions should be asked to ensure that the HOA is not considered to be a " Condo '' I certainly did not know that ... writing mortgages is not my specialty.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-22

Saybrook, IL

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-22

MD

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I contacted Quicken Loans to refinance my FHA mortgage. I was told that I could refinance into a conventional loan with no PMI if I qualified. I said that I estimated my home to be in the {$300.00} 's but that I was not actually sure how much it would be appraised for. I was told that I had to have XXXX % LTV to qualify for the conventional mortgage and it needed to appraise for {$310000.00} to do. After this conversation, I followed up in an email to this representative that confirmed the new mortgage payment amount and closing costs if I qualified. He responded that those amounts were correct. The appraisal was under-researched and, in my opinion, worthless. The appraiser did a " second-look '' and came back with a higher amount, though he did not account for the properties that I sent him that were more comparable than the ones he was using. There was no reason given as to why those properties were selected rather than the more comparable ones I sent. I have been sent multiple " Redisclosure Packages '' throughout this process and each time, the mortgage payments and closing costs increase. The final package reflected closing costs that were double ( {$15000.00} almost ) than I was originally told/confirmed. There was no explanation as to why these doubled. It felt as though Quicken Loans was trying to hide this and slide it past me before I went to settlement. This process has been deceptive from the beginning. I have been told that I will not get the refinance at the terms originally offered and I am now out {$500.00} for a unusable appraisal, which Quicken Loans also refuses to refund me. This has been a month of my time and money wasted.
Company Response: Closed with monetary relief

Disputed: No Timely Response

2015-10-20

Wallington, NJ

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-20

Henderson, NY

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-17

Garrett Park, MD

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: Back in XXXX, 2015 I was checking the options to refinance my single family house mortgage of {$630000.00}. After watching the Quicken Loans TV advertising, I decided to find more information about my chances of refinancing. Since I begun checking the loan options with this company, starting XXXX XXXX, 2015, I was persuaded by their very persistent representative XXXX XXXX ( XXXXXXXXXXXX Phone : ( XXXX ) XXXX XXXX ), to send him my two years tax returns. After a day or two he called me back and told me that I 'm certainly qualified to begin the process. XX/XX/XXXX the process begun ( Loan : XXXX ), through which I was recklessly dragged for almost 4 months through several of QL associates, who tossed me blatantly from one to another, with repeated documents requests. They continued to extend the date for their decision, up until yesterday XXXX XXXX, after my repeated requests to find out about the loan application status, I received a totally ridiculous and irresponsible answer : QL could n't match a home loan with my current needs. Prior to this message, on the same day, I got another response to my question placed onMY QL online board on XXXX XXXX. The message was somewhat strange, but nevertheless different. The message notified me that all Jumbo Loans applications that were submitted after XXXX XXXX are being affected with new rules. I did n't understand how this could 've been related to me, since I begun the process XX/XX/XXXX. At the end of the same day I got an email from the same gentlemen, I begun the process with - XXXX XXXX, with the message of denial. Later I got a call from another rep with the same message, who did n't want to disclose the reasons for their decision, as well as did n't want to reveal the name of the underwriter to enable me to appeal their decision.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-14

Thousand Oaks, CA

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-13

Mia Shores, FL

Loan modification,collection,foreclosure

Mortgage: VA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-13

Hinkley, CA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: Quicken loans, I started a loan application with them on Wednesday, they quoted me a price and by Monday they were up selling me into more closing cost and rate increase. Based solely on the fact that I did n't repond fast enough. It was 4 buisness days, they should give a consumer reasonable time to research and consider and offer in writing. Not fair to attempt to upsell HARP rates after making the offer two days later. Very dishonest and put good family 's under pressure.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-12

Finksburg, MD

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: On or about XXXX XXXX, 2015, I received an email regarding refinance of a mortgage. I provided contact information. The first company to call was from XXXX, CA. Since I had gone to a master 's degree program for a year in XXXX, CA, I had a nice conversation with the caller from Loan Depot. The XXXX company to call was Quicken. I was aware that Quicken advertised themselves as being Highest in Customer Satisfaction by XXXX XXXX XXXX. I received an email from XXXX XXXX of Quicken on XXXX XXXX, 2015 saying he would be my Home Loan Expert. I sent XXXX XXXX an email on XXXX XXXX, 2015 saying that I needed immediate answers by XXXX the next day. XXXX XXXX called and offered my nothing more, except absolutely outstanding service. I went with Quicken on this promise. From the start, virtually all of the communications from Quicken went into my Spam folder. I did not have this problem at any other time and it was a distraction. Throughout the process, XXXX XXXX and XXXX XXXX XXXX, my Client Care Specialist, were out of the office infrequently. XXXX XXXX had XXXX people contacting me in her absence. A major problem with Quicken was their inability to obtain documentation from my condominium company on my development being an over XXXX community. Two or three times, Quicken asked me for contact information on the condominium company. I gave them the link on each occasion. After quite a while, Quicken then changed their request asking me if I had a copy of the bylaws. They asked me if I had the documents and asked me to obtain them from the condo company. Let me state at this time that I chose Quicken because of the personal commitment of XXXX XXXX to provide outstanding service. I purchased my condo about 4 years ago on a 30-year mortgage. I am XXXX years old. I decided it would be good to pay off as much of the condo as i could before i passed. This would make it easier for my wife. XXXX XXXX had people substituting for him and XXXX XXXX had person filling in for her. It made for an unsatisfactory situation. I provided all the information requested on an immediate basis. At the time I opted out of my loan, the bylaws issue was not being acted upon. Quicken asked for a deposit of {$500.00}. They returned {$120.00}. I would like to have my {$370.00} returned because of poor performance. I certainly did not need to have my credit checked ( which they did not include as a requirement ) or to have an appraisal. Quicken does not require a deposit today. Thank you. XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-09

Pinellas Park, FL

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: After many high pressure phone calls, my wife listen to and gave information to Quicken Loans and won me in with the help of the salesman promise of a refinance to lower my monthly mortgage payments. Then he asked for {$500.00}, good faith money assuring use there would be no problem unless we backed out. All done on phone. My wife gave him all information he asked for including a government reduction loan attached to our mortgage with a 5 year forgiveness and no payments from us if we stayed here for 5 years. The Salesman assured us there was not problem and asked of {$400.00} which we paid. Said it would cover appraisal of our home. My wife used an on line appraisal tool because our area has extreme value changes. That 's why we got the Gov. Loan Reduction. After we paid our loan officer set us up online to upload documents and we recieved phone calls from others who said they worked for Quicken Loans, Documents person, Title Research person and The Appraiser Person who set up an appointment for Thursday of the week. Wednesday of the week, The Title Person Called and asked about the Gov. Loans which he said was a lean and asked for documents after I told him it was A Gov. Reduction loan handled by the Gov. and our Loan company. The title Person said he was familiar with this and there would be not problem. They would reach out to the Gov. Agency and let them know we would be changing Mortgage Companies, " No Problem he said. '' The Salesman also said, " No Problem '' we called because, the on line set-up looked different from what he had told us. He said it was only him checking as many possibilities as could and we were lucky we locked in because the interest rate had just gone up. We uploaded to the Title Person information to contact the Gov. Reduction Agency. The next day, Around XXXX. The Appraiser ( told use he worked for Quicken Loans ) came over and appraised our home at the price the Salesman said we needed to close the loan with no Problem. A week later we got a cold phone call from an upper level Mgr. at Quicken loans saying we could not get a loan due to the Gov. Lean. We said Then return our Money. Because, we told you about the reduction loan before we agreed and The Title Guy Knew before the Appraiser came out and you could have cancelled his visit as he said the money was for the appraisal which we did n't need as, our area values changes daily, Re-estate people call constantly, They use their tools and do n't charge us. They became rude, Called us lier on Gov. Loan, I hear my wife tell him and the Title Person. and had us wait weeks while they reviewed and came to the same line. We feel the took our money. Also Quicken loan had turned us down a year earlier because we would not make a down payment, no money was asked for at that time. Our mortgage Company refinanced use with Harp and then we got the Gov. Reduction. Now they are calling after, my wife filled out a form that said she won an small computer online. These people are a wrong. and We would like our {$400.00} Back. We can not afford the money or the constant phone calls- XXXX to XXXX times a day. My wife has an unlisted number, and I know they got it with the Phony ad about her winning a computer and needed her info to send the prize. We would like your help in getting our money back. As all the other Mortgage callers did not charge and said upfront that it was not to their advantage to refinance us to only lower our monthly payments
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-09

Northbush, NY

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Quicken Loans took {$500.00} from my checking account as a " Loan Fee '' and said that it would be returned once the loan was approved. They also told me that my union, XXXX, would give me a {$500.00} gift card for applying for this refinance mortgage. XXXX has no knowlege of such an offer. NOW I 'm told that the {$500.00} was a fee to be used for appraisal ( when this XXXX XXXX assured me that Quicken Loans did not charge for appraisals AND I 'd get a {$500.00} gift card from XXXX ). I was told by customer service that the appraisal and other fees were spelled out in some document I signed. This may be but XXXX XXXX stated otherwise. IF Quicken Loans TOOK {$500.00} a day from everyone served and only approved XXXX of the applicants, I 'd say this was one XXXX scam! My credit score was above XXXX at the time of the loan request. JUSTICE PLEASE!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-09

Onekama, MI

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I applied for HARP Ref using Quicken Loans. The HARP ref was approved. However, It is my understanding that MSHDA ( Michigan State Housing Development Authority ) has HARP grant program that would applied {$500.00} toward closing cost. With review of the closing cost, Quicken Loans did not apply this grant to my closing cost. HARP Refinance with XXXX XXXX XXXX | Mortgage Banker at XXXX Loan and he did not apply the {$500.00} grant.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-10-07

MI

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: I applied for a loan through XXXX XXXX Bank and was given a pre-approval. Quicken Loans underwrites their loans. Once in underwriting, I was asked XXXX times why I was moving from my home with my husband. XXXX, requesting my answer in writing and XXXX by phone, on a recorded line, directly from the underwriter. My answer was consistently the same, that this property would be my primary residence. I was told that I could n't use money from my business account because the business was filed on my taxes as a partnership between my husband and I. I proved that I was the sole principal on the business. Then I was told that the mortgage would not be approved until I gave them a date of when my old rental property was charged off by the Lender. I got this paperwork too. By this time, we were two weeks post my original closing date. The earnest money deposit, inspection, and appraisal had been completed for three weeks, the underwriter then told me without a divorce decree or a legal separation agreement, they would not be able to complete the loan due to this being a " primary residence '' property. This was the first I had heard of these documents being needed. All parties were aware that I was married and no one told me this until I had spent {$1200.00} on the above fees and now no one will address how I can get my money back or what I 'm supposed to do about starting all over and finding a home with {$1200.00} less in my budget. To make matters worse, Quicken Loans sent my lender a denial letter stating that the reason was, there were credit issues, slow pays and delinquencies. This is a lie and had never been addressed during the entire process. This home had equity in it and I want something to be done about my huge loss.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-07

Keyport, WA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I gave Quicken Loans Good Faith Money in the amount of {$500.00}. I continued to shop my loan and received a better GFE from XXXX XXXX, I gave Quicken the chance to match the GFE and they could not. Since the Good Faith money is 100 % refundable I requested a refund. Quicken loans says they cant return my deposit.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-07

Pilar, NM

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: We have tried for nearly 2years to get a loan on our houses without success. Have also tried to, refinance our business property with out success. We are both in our XXXX. My husband is self employed and I am still working full time. Our home is not mortgaged and our business is with a high interest. The properties are worth XXXX XXXX.We have tried various loan sources who promise a lot. My husband is a veteran and we can not get at VA loan. We get no response as to why.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-06

Peekskill, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-02

NJ

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: XXXX XXXX ( Borrower ) XXXX XXXX XXXX XXXX, XXXX XXXXXXXXQuicken Loans ( Lender ) XXXX XXXX XXXX, XXXX XXXX Whom It May Concern : My name is XXXX XXXX and I am writing this letter to file a complaint against Quicken & Loans. They are currently my mortgage lender for my property XXXX XXXX XXXX XXXX, XXXX XXXX. My loan number XXXX, my HUD file number is XXXX and mortgage insurance case number is XXXX. Quicken & Loans is apparently not allowing me to close my escrow account. This is a direct violation of your guidelines. First let me give you some background information on the loan. In XXXX XXXX, XXXX I closed on my house, my mortgage payment was {$2600.00}. I requested an escrow analyst in XXXX XXXX, XXXX, which turns out I was paying too much on my mortgage. So on XXXX XXXX, XXXX they reduce my mortgage payment to {$2300.00}. Then in XXXX XXXX, XXXX I qualified for a refinancing, which I accepted because my APR was at 4.01 %, and it was going down to 3.75 %. On XXXX XXXX, XXXX my mortgage went down to {$2200.00}. So everything was great until my XXXX and XXXX XXXX taxes kicked in for XX/XX/XXXX. Apparently Quicken & Loans has outsourced their tax department to another company. Which I was not aware, because they stated in my refinance closing documents, that they where going to handle the taxes and insurance of my property. Which they were n't truthful about and if I knew they where not going to handle my taxes and insurance I would have closed the escrow account. Also Quicken & Loans was fully aware that I have a tax abatement with XXXX. This was the reason why I purchased the property in the first place. Some how Quicken & Loans and their third party ( Tax ) vendor, screwed up with my taxes and it turns out I owe Quicken & Loans {$3900.00} dollars. Since I could n't pay the {$3900.00} dollars up front, so I agreed to have it included in my mortgage. Now I went from paying a mortgage from {$2200.00}, to {$2700.00}. In XXXX XXXX, XXXX ; I paid {$3200.00} just for the escrow account, plus I made my regular monthly mortgage payment {$2200.00}. Then in XXXX XXXX, XXXX I made a another payment of {$3200.00}, the break down was for {$1500.00} for the escrow and {$530.00} was for the Principal of the loan and {$1.00}, XXXX was for the interest. Now between my payments of {$3200.00} plus {$1500.00} equals {$4800.00}, this more then enough to cover the {$3900.00} for the short fall of Quicken & Loans and their third party vendor XXXX up. So now in XXXX XXXX, XXXX my loan payments are up to XXXX ; Why? If I just paid off the short fall? Again according to XXXX & Loans they are not collecting enough on my taxes. So remember I just paid {$2700.00} for the month of XXXX and XXXX of XXXX. Then I send them another {$1400.00} for the escrow again so my payment from XX/XX/XXXX - XX/XX/XXXX, drops to {$2500.00}. Then in XX/XX/XXXX I get another notice indicating there is another shortage for {$1500.00}. So I paid my monthly mortgage that went up to {$2800.00} in XXXX XXXX ; and again I paid another {$1400.00} for the shortage again. Now my month mortgage for the month of XXXX XXXX is {$2600.00}. Now according to your guidelines I am not required to have an escrow account. I am request that Quicken & Loans honor my request by closing the escrow account. The reason for my request is, I can do a better job of paying my own taxes and insurance on my own. However, Quicken & Loans just told me over the phone that I can not close my escrow account unless I refinance with them. This crazy ; just because I have FHA loan and according to your guidelines there is nothing stating that I have to refinance in order for me to close my escrow account. I am requesting an investigation into my case and also requesting that Quicken & Loans close my escrow account. Thank you for your help in this matterXXXX XXXX
Company Response: Closed with monetary relief

Disputed: Yes Timely Response

2015-10-02

San Gabriel, CA

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Complaint: I have had an impeccable 10 year history of paying my bills to Quicken Loans HELOC ( I 've always had a very high credit score ). When I received the latest bill, it indicated the previous bill was not paid. The day I read the bill, it was 14 days late. The same hour that I read the bill, I called the billing line to inquire about the situation and to check if there were additional amounts accrued to that bill. I asked the representative on the phone, ( " XXXX '' ), if I could just make the payment in full prior to the next due date and I simultaneously asked him when the late payment would be reported to the credit bureau. He indicated it must be 30 days late for reporting to take place and so we both agreed it would be best if I just make the payment right away. I told him I would just make the full payment ( the 14 day late portion, the small late fee of {$11.00}, and the following months payment that was n't due yet ). He then asked if I would like to make the payment right now on the phone and I indicated that it would not be necessary since the method I have been using to pay the bill for the last 10 years has worked just fine. I also indicated that I would be making that payment when we got off the phone. But before we signed off, he abruptly indicated he wanted to bring another representative on the phone so I could tell him what I just had been discussing with the current rep XXXX. I replied that it was n't necessary to do so but if he wanted to convey the information to that other representative, then feel free to do so. The conversation ended as it began : cordially and politely. As I was queuing up my banking website to make the payment as indicated, I got a call from a representative from Quicken Loans 4 minutes later who I assume was the representative that I said I did n't need to talk to. Although he was polite, he had begun to use the word " collection '' and again tried to get me to make the payment over the phone. I was a little irked at that point but still calm and polite and I indicated that I had already cleared this up with XXXX and that I would make the payment by the same means that " has always worked for both me and you [ your company ] ''. However, before we ended our conversation, there was another call from another billing representative ( or perhaps a billing collection representative ) that was trying to ring through on the other incoming line ( it was the same caller ID ) At this point I was taken aback about the aggressiveness of the representatives and use of the word " collection '' when, not only was my bill paying history so good for 10 years, but also that the payment in question was ONLY 14 DAYS PAST THE DUE DATE! When we ended our conversation, I had, of course, finished paying the bill through my banking website which was scheduled to arrive to Quicken Loans in two days. I got an XXXX # call the next morning. When I answered the phone, it was a call from AN ACTUAL DEBT COLLECTION AGENT! I was not friendly anymore as you can imagine since she was using the language as if she was collecting a debt that was 120 days late. -- '' this is an attempt to collect a debt and any information you provide will be used to collect that debt '', etc. etc. Within that conversation, I asked several times if she had reviewed my 10 year payment history before she called me. She would not answer. I reiterated that that one payment was only 15 days late. She said I owed some lesser amount just cure the debt and I indicated I already paid the full current balance. I told her that the company did n't call me on this, but rather I CALLED the company to make sure I got " the right amount of dollars and cents out to you when I paid the bill ''. She would not hang up the phone because she was using collection tactics, again, on somebody who was only 15 days late for the first time in 10 years who had already initiated communication! XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-10-01

Miami, FL

Credit decision / Underwriting

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response