QUICKEN LOANS, INC.

2015-08-03

Lexington, KY

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: In XXXX of 2014 I moved out of state and put my home up for sale. After almost a year of not receiving any offers, my realtor suggested that we do a short sale. In XXXX of this year, we received an offer and I filed an application with Quicken in XXXX for them to give approval for selling the home below the loan amount. I was told that I would first have to go through the application process to see if I can stay in the home. I told them I had already moved out of state and had no interest in keeping the home. They insisted that there is no way to skip this step and that I would have to wait a month for that portion of the application process to be completed. After submitting documents to them on several occasions, I was finally given an answer two months later in XXXX that my application was rejected. In the meantime, the buyer for the short sale walked away from the sale. They then asked me to submit the same exact application to be considered for a short sale. I resubmitted the application in XXXX. I was told that it would be another month to process. Then, if they accept to short sale the home, I would have to put the home on the market for another 120 days. If, in that time, I receive an offer that is below the acceptable amount, I would have to wait for them to do another review to consider accepting the offer with could take another month. In the meantime, I am still expected to pay for a mortgage I can not afford. In all, I would have waited almost 9 months for them to make a decision. Also, I could still be rejected for the short sale of the home, I would still be expected to pay the mortgage after waiting so many months to get some help, which this company is obviously in no hurry to provide. Every time I ask when the process will be completed, they refuse to give me a date, so I am waiting in limbo with no end in sight. There is no urgency by this company to help its customers. This process almost guarantees that the homeowner will face foreclosure. If I had known this, I would have stop paying the mortgage over a year ago and saved myself the time and effort of trying to submit all the documents and expecting a decent response from the company. It would have saved me thousands of dollars and all the headaches since they are going to force a foreclosure anyway.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-03

Las Vegas, NV

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: My husband and I applied for a VA loan with Quicken Loans in XXXX, 2015. In good faith, we paid our {$400.00} deposit to be used towards expenses closing this loan. Our appraisal was completed and our home value returned at $ XXXX. Due to unforeseen circumstances, we were unable to move forward with the VA loan and decided to switch to a conventional loan. I was told repeatedly that this would not be an issue based on our good credit ( an excellent score of XXXX ) and income ; and even received a good faith estimate that we would need approximately $ 3k to close the loan. Suddenly, we were advised that a new appraisal would be needed and that one was returned at only $ XXXX, which meant that we would need over $ 18k out of our pocket to close the same loan. To add injury to insult, that reduction in value was after we had just spent $ XXXX in paint, new carpet, and tile work in the house, and the market value in the area has increased based on all realtor websites. I am not sure how one persons opinion ( which is what an appraisal is ) can drop the value of our home by $ XXXX. Quicken refused to use the XXXX appraisal as they said it was a VA appraisal and now we have a conventional application - how is it fair that the same Veteran lives in this house and because we ca n't get the VA loan, now our home is worth less and we are being penalized by being asked to come up with another $ XXXX in cash to close our loan? That sounds like discrimination if I have ever heard it!. This saga has dragged on for over 3 months - and now we are unable to move forward with our refinance due to the undue burden Quicken has placed on us. I have repeatedly asked Quicken to reconsider use of the original appraisal - and they refused. Not getting the VA loan just makes us less of a customer to them. I also asked then to have our {$400.00} good faith deposit returned as we did everything we were asked to do and spent day after day, hour after hour working with them ... calling them ... .having to follow up on them - what horrible customer service! Again the refused as clearly I am not a customer who can make them enough money to want to move forward. This has been the WORST customer experience we have ever had and I hope that no one else has to deal with the same level of incompetence that we have experienced with Quicken Loans!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-08-01

Livermore, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-31

Wonder Lake, IL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I phoned Quicken Loan Company in response to an extensive ad campaign that advertised HARP refinance, for which I know I am well-qualified. After three days, XXXX highly questionable sales people ( XXXX, XXXX, and XXXX ) not XXXX of them would talk to me about HARP refi. They tried very hard, with a ton of pressure, to sell me a program of their own with closing costs of $ XXXX. The technique is bait and switch, and I object to their failure to provide clear, factual information and their insistence on getting far too much personal information AND pulling a credit report before they would even discuss loans at all. They never did talk about HARP refi -- said the government charged them very high fees for those programs.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-31

CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Here we go again, i notice that quicken loans does not respond, i think have them busted, they send me a e-mail on a XXXX escrow fee returned to me, i have canceled with them three times on ( ihave faxed them on this once already ) thier e-mail, they will not respond, this, and i have already responeded to this, i get if i respond they will figure my account is open for application agains, i cancelled it 3 times, i will not respond anymore for they are tricking, i take back all the good i said about Quickenloans, they are preditors and just will do anthing to make things tough to refi to, buy the way they have me at 4.75 % apr XXXX 30 fixed never was told that i had to trick them into getting that, yes another loan co has gone to the sewer, Beware of Quicken, the salespeople lie, the ask you for repetitivve info, and they trick you, if you respond they will consider you account open, imagime i have only have had 10 days with these XXXX, yes Quicken you are a buily, Imagine what thier customer service is like compared to thier bully tactics in your loan.I take back all positive on you, you are a preditor and i will not comply to your bull, i will not sign any dos with your and i dare you to charge me, be warned all of internet lender!!!!!!! Once agian I have cancelled 3 times and they continue to send me all these things, probably to just get an account, Quicken loans I complimented you, but as far as i am concern you are XXXX!!!!!!!!!!!!!!!!!!!!!!!!!!! leave me alone, your salepeople lie and you put people thru XXXX for your stupid loan, you rip off people and do not give them the real deal, i tricked you today and got it,XXXX pages, i was only sent XXXX when i applied, i hope someone out there is sick of your practice, after all its all over consumers affair, i suggest all/they keep avioding my complaints i wonder why? after all they managed to steal A+ on the XXXX.AS you continue to plague me i will never stop thank burea u, i hope a lawyer or someone with power puts them out. you read it, and you will not make my mistake, i know you will lie on this, thats how preditors work/oh i have XXXX % equity and they still are billing on top of thos a point, never told sales people lie!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-27

Melrose Park, IL

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-27

Greenwood, CA

Improper contact or sharing of info

Debt collection: I do not know

Talked to a third party about my debt
Complaint: I keep receiving calls from a XXXX area code number a person identified himself as XXXX, I asked what it was about and he said I am calling from Quicken Loans. I told him that I have never applied for or done any business with Quicken loans, please do not call again. The call keep coming starting at XXXX, PST from phone number XXXX, when I tried to call back I get a recording saying, this number is not in service. Then today my sister-in-law called to.tell me that they are getting calls from same number and same person named XXXX. I do not give my brothers phone number to anyone. I also will say I have had many medical bills go to collection due to my XXXX and inability to pay them off within 120 days. I also have a very poor credit score as a result of my medical bills. It is very upsetting that a company continues to call after I told them to stop. I have via XXXX XXXX XXXX been able to add this number to a blocked caller list feature they offer. But the calls still come from XXXX exchange with different last XXXX numbers, even gone as far as to use a number of XXXX. I have at times answered calls that caller I 'd showed as " Out of area '' and they ask for me I say no one by that name lives here.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-25

Patterson, MD

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: We are currently potential buyers in a short sale with a seller-accepted offer waiting for XXXX approval. We began shopping mortgages in XXXX ( XXXX, XXXX XXXX, XXXX, & Quicken Loans ). Of those, only Quicken Loans has been calling our home several times each week with highly aggressive tactics, pushing us forward in the loan process without yet having a completed contract. I was assured on the phone that there was no cost or obligation as we moved forward. We made a {$500.00} good-faith deposit with Quicken Loans, and we were told it was refundable of the mortgage was not completed. QL went ahead and ordered an appraisal on the home -- again, without a contract. We have now been told that cost of the appraisal and credit report will only be refunded if the XXXX bank does not complete the contract, but if we choose to go with a different lender, we lose that money. When I raised an objection with XXXX XXXX, saying that there must be phone recordings, he ordered an internal investigation, returning, " My Client Relations team reviewed the calls and confirmed that the proper expectations were set regarding the deposit. '' I replied requesting access to the phone records, and then received a call from XXXX XXXX " from the Executive Office at Quicken Loans. '' She refused to share the phone records. ( She did n't quite seem to understand that a secret internal investigation inherently has no integrity ; she kept assuring me of *her* integrity. ) I want to be able to review the phone records of my conversations with XXXX XXXX and XXXX XXXX in order to say definitely whether or not I was lied to on the phone, misled by missing information, or if I was careless. XXXX XXXX | Senior Purchase BankerDirect : ( XXXX ) XXXX | Toll Free : ( XXXX ) XXXX XXXX : ( XXXX ) XXXX | Fax : ( XXXX ) XXXX | NMLS # XXXXXXXXXXXX XXXX XXXX | Senior Purchase SpecialistDirect : ( XXXX ) XXXX | Toll Free : ( XXXX ) XXXX XXXX : | Fax : ( XXXX ) XXXXXXXXXXXX XXXX ( " from the executive office '' ) XXXX XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-24

MN

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: XXXX years ago, XXXX XXXX XXXX sent me an invitation to take out a no-income, interest only {$100000.00} home equity line of credit. I had just moved into a new home and I had several projects that needed to be completed so I accepted the offer. I used part of the money on the house projects and the other portion of the {$100000.00} I kept as emergency money. As it happened, the economy collapsed due to the mismanagement of the XXXX sector and I lost my job. I was thrown into this terrible job market and I could not find work. I used the rest of the home equity line of credit to pay my bills and to not default on my mortgage. I have gone through XXXX lay-offs in the last XXXX years and I have completely exhausted my home equity line of credit and I have been on a forbearance program. I am re-employed again with a strong company and I am trying to get back to good financial health. XXXX XXXX XXXX has been great. They gave me time to find a new job before they foreclosed on my house and they have given me a loan modification for which I am truly grateful! However, XXXX/now Quicken Loans asked me to send in a enormous amount of information, but they have done almost nothing to help me cope with the large increase in payments. Previously, I paid XXXX/Quicken Loans approximately {$240.00} a month in interest. After XXXX years, the loan no longer stays as interest only, but converts to a regular loan so my monthly payments went from {$240.00} to {$640.00} and now that my forbearance period is over, they want me to pay {$970.00} a month. The adjustment happened just when I experienced my XXXX lay-off when XXXX XXXX XXXX Mortgage moved all of our XXXX down to their XXXX, NC site. So at this time I have gone through {$30000.00} of my savings and I have exhausted my home equity line of credit. I do want to pay back the loan, but I am not making what I once did so I can only afford approximately {$400.00} to {$450.00} a month payment over the life of the loan and I need to be on a fixed interest rate or I could be in trouble if interest rates skyrocket again. I believe my $ XXXX {$640.00} payment is totally unaffordable. I thought there was some consumer protection where your loan could not rise so dramatically from {$240.00} to {$970.00}. DESIRED RESOLUTION : I do so need your help in working with XXXX/Quicken Loans to find an affordable way to pay back this loan and keep my payments in the {$400.00} to {$450.00} range. Thank you!!!
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-24

Federal Way, WA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I was told by Quicken Loans that I could refinance with XXXX closing costs at 4.375 %. I would receive {$4000.00} in Lender Credit to cover all closing costs. However, if my house appraisal resulted in an 80 % Loan to Value amount to be financed, the interest rate would drop to under 4 %. The Good Faith Estimate was changed to reflect $ 3.999 %, but then the Lender Credit was changed and I was expected to pay almost {$3000.00} at closing to Quicken. The reality was that I had to pay to obtain the lower interest rate. I believe this is clearly bait and switch. Quicken should be ashamed. In an earlier complaint, filed by me, Quicken also ruined my credit score with their multiple hard inquiries on my credit report. I was also forced to forced to deny that I disputed an outstanding balance from XXXX Bank, when in fact, I did dispute it.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-23

Drummond Island, MI

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-22

Grand Mound, IA

Taking out the loan or lease

Consumer Loan: Installment loan

Complaint: Below is my original complaint with Quicken Loans. At no point did they tell me any gap of 6 months unemployment disqualifies you from the loan. They stole from me, and wasted months of my time, along with the time of realtors and sellers. I wanted my {$400.00} deposit bask, they " investigated '' and said no. Good evening, My name is XXXX XXXX. I am XXXX years old, a father, a provider, a XXXX time home buyer, a hard worker and completely fed up with Quicken Loans. I started working with Quicken Loans to obtain information about getting a loan for my XXXX home purchase back in XXXX of this year. Within the XXXX of talking with XXXX XXXX, I was pre approved. The following weeks to come were as expected, needing to provide a lot of information to the Quicken team. As things were further reviewed, I finally had the blessing to put a offer on a house. Toward the end of XXXX, I found " the one ''. I put in my offer and the offer was excepted. This is where things ramped up, I invested a lot of time providing financial statements, getting gift money, giving Quicken permission to get IRS transcripts. I obtained everything that was asked of me. Including {$400.00} good faith and paying for a home inspection. As things were moving forward, at this point, Quicken had everything. It appraised out, sellers were fixing and painting as the appraisal asked and our closing date was 3 weeks away. At this time I was currently renting a property and my lease was up, so I told my landlord, lets do month to month if that 's ok, she agreed, and stated she wanted to put the house up for sale, which was fine by me, because we were moving into our new home in 3 weeks. Let me remind you, at this point, Appraisal was done and successful, They had all IRS and tax forms, I had {$6000.00} in my bank as requested and after all of the hair pulling and stress the end of the tunnel was close. On the evening of XXXX XXXX I was packing up some things, getting things in order, around XXXX I received a call from Quicken from a gentlemen I had never spoken to before, his name was XXXX. XXXX says, " Hey XXXX, under further review, we see your gap in unemployed time exceeds 6 months, so the loan will no longer move forward, we are done ''. Months of work, dedication and much more, taken away in XXXX seconds so impersonally. Why was n't this looked into prior? This was no secret. Now my situation is month to month with a for sale in my front yard. I asked Quicken, can you work with me until I get enough time on the job? and pick things up where we left off, the answer was No. And my good faith money and money I spent on the inspection, Gone. Not to mention all of my time, wasted. My life is turned upside down, is this how you treat people? is this " Engineered to amaze '' as your slogan states? I am only amazed by the lack of heart your team has for people, the unprincipled standards and guild lines they follow. This has been a sickening experience. I will never work with Quicken again, as all I have learned from this experience is that Quicken will waste your time and steal from you. I now have to scramble to figure this out for my family, I do not wish this experience on anyone. I will certainly tell everyone I care about and even strangers not to work with Quicken as well. I may not matter to you, I may just be a number. Those numbers add up, I hope you guys get it together, for the sake of other first time home buyers who make the same mistake I did. XXXX XXXXThis was a horrible experience, very unprofessional and the senior research did was awful as well.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-22

Gloucester City, NJ

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My mortgage has been transferred several times over the course of XXXX yrs. It is now with Quicken Loans. I have received XXXX statements regarding my escrow account dated XXXX/XXXX/15, XXXX/XXXX/15 ,XX/XX/XXXX15. The first statement included a check for {$610.00} and stated my XXXX XXXX 2015 new payment would be {$1400.00} XXXX from {$1600.00} XXXX. The XXXX statement XXXX/XXXX/15 stated the same changed monthly payment and also stated a home insurance pmt of {$640.00}. The home insurance bill is actually {$570.00} and I called to advise this, they told me to call the insurance company. Later they left me a message saying they called the insurance company. I have still have not rec 'd the difference in any form of credit or refund. The XXXX/XXXX/15 escrow statement states I now ( after they just sent a check for {$610.00} on XXXX ) have a shortage of {$620.00} and my monthly pmt will be {$1600.00} if I send a check for {$620.00} or {$1600.00} if I choose not to pay the {$620.00}. I have checked my escrow balance through my online acct access this date and the escrow balance is {$1800.00}. This is enough to cover the next quarterly tax pmt of {$1700.00}. The homeowners ins is paid for the year. With the current escrow pmt of {$630.00} there then would be enough in escrow to pay the following quarter taxes. ( also I appealed my taxes this year and the result was my assessment has been lowered, but the final quarterly tax adjustment is not available at this time, I m told in XXXX weeks, but the tax will be slightly lower ) I have called Quicken Loans to resolve this but when I call I have not been able to speak to someone to resolve this and they do n't return calls as they say they will. Bottom line they have no Customer Relations at the number they give to call. How do I resolve this to keep my mortgage pmt at the correct amount, and why would a company pay out {$600.00} XXXX month and the next month send statement asking for $ XXXX payment. ( and when their online statement shows escrow has enough funds to cover next tax pmt )
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-21

PA

Settlement process and costs

Mortgage: FHA mortgage

Complaint: good faith estimate changed 3 times and interest changed right before closing. My funds to close went from XXXX-XXXX then to finally close with the total needed XXXX need to know why on a low money down loan with 6 % seller assist I needed that much money to close and why I did not get credit for the appraisal I paid for when I was told that I would. I feel that Quicken loans overcharged me by XXXX and changed my interest rate from 3.85 to 4.125 when they claimed the lock in had expired. This loan was a nightmare to close and almost cost me the sale of my mobile home and the purchase of this house in the process.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-21

Nucla, CO

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-18

Clearwater, FL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: XXXXI applied for a refinance mortgage with Quicken Loans XX/XX/2015.I was told that there could be a charge of {$500.00} dollars when the loan was approved at a later date. I faxed them the information they requested on three different times, each time XXXX plus pages. Each time I would receive a call it would be from a different person in a different part of the country. within days of applying they took {$500.00} dollars from my XXXX XXXX credit card. When I called to find out what the charge was for, I was told it was for a credit report and an appraisal which did not happen at that time. I asked why was AN Appraisal being done since the add on the TV says they hardly ever need one. then I started getting calls from different people asking for more information, some that I had already sent. Then I was told they had everything and it would be closing within days. A day or so later I got a phone call from yet another person asking for more information. At that point I made XXXX phone calls to XXXX different people telling them to Pull the Loan that I was not going to try any longer to get the loan. I also sent a Fax to another person stating the same thing. then I started getting Phone calls from several different people trying to change my mind. I asked again about returning my {$500.00} dollars and received several more calls still they were trying to move forward with the loan. One of the calls they talked to my wife and told her they would return {$250.00} dollars.Then today I received another call still trying to move forward with the loan asking me what they could do to { fix } things. when I told her that it was pulled and I was told I would get {$250.00} dollars back she said that I would not get anything back. After a lot of talk she said I would get {$130.00} back. I am so angry with everyone at Quicken Loans I just want my {$500.00} dollars back and get them out of my life .They changed their story so many times I do n't know what to believe and I do n't think they act very Professional at all .They say in their TV add that they close in 30 days on most loans and my loan was not difficult at all and we were not close to closing as they still wanted more information. Thankyou for looking into my problem
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-17

MI

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: During my first attempt to refinance with with cash out from my current mortgage holder, my information was submitted incorrectly to underwriting. I did not have access to neither was I able to view/authorize any of the information submitted on my behalf. I have no idea if my application was submitted for a FHA or a Conventional loan. Upon being denied after a more than 30 day process, I questioned the submission of my application. A representative of the company mistakenly stated several things requested on my application that I did not request. When I began to question this incorrect, I was told he could n't speak with me any longer regarding my application. When I requested a copy of mu application I was told, an application was never submitted on my behalf. Additionally, I never received a good faith estimate ( GFE ). During my second refi attempt with the same company, the process was going smoothly and my existing loan was at the point of being verified and paid off. My information was submitted correctly this time around, however when I began questioning the incorrect processing of my initial refi attempt things took a turn for the worse and I was denied again. I am positive my income to debt ratio is more than qualified. They went to the extreme of telling me none of my income from my full time job would be accepted. I have all of this information documented through email exchange and will attach them to this complaint to explain what happened in detail.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-15

Lilburn, GA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-13

Hollywood, CA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-13

Boulder, CO

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-13

Asbury Park, NJ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: My experience with Quicken Loans was the WORST possible in all the years I have been dealing with lending institutions. While they did what they said they would do the whole process was inept and poorly done. They did NOT communicate within " teams '' in fact it seemed XXXX team had no idea what the other team had done or had informed me about. Additionally I was run around on XXXX problem which was not a problem if anyone in their title department was able to think independently. This alone caused me aggravation, anxiety, and a lot of wasted time. The bottom line is as long as I have a choice I would NEVER use Quicken loans again nor would I recommend them to ANYONE. I did everything they asked in a timely manor, yet ; they managed to " XXXX '' things up and have multiple people you have to deal with making the whole situation a MESS.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-11

Chilhowee, MO

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-10

MN

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: on XXXX XXXX, or XXXX we talked to a representative from Quicken loans XXXX XXXX XXXXXXXXXXXXPhone : ( XXXX ) XXXX XXXXFax : ( XXXX ) XXXX : XXXXOn our first phone contact I had told him I have trouble to get refinanced because I ha a brother renting a spot on my land where he lives in a XXXX house I also said another reason is I have a lot of land. I was told that was n't a problem and they could make us the loan, and that we qualify. We were told that we had to give them XXXX for good faith money to get started and we did, after weeks of constantly sending info and paperwork to them and still being told we got the loan, they sent out an appraiser and had it appraised for XXXX and we were asking to get refinanced for XXXX, but on XXXX/XXXX/2015 we were told that we ca n't get financing because of the XXXX house on my property, I told them that they knew about me renting a spot to my brother, and that it had nothing to do with the evaluation of my house and that they were told on the very first phone call about that, and XXXX XXXX XXXXXXXXXXXX : XXXX XXXX XXXX XXXX XXXX : ( XXXX ) XXXX : XXXXtold me that it should have never been considered for a loan because of the XXXX house, he also said he would issue a refund of the XXXX, we received a phone call from someone later called saying they used the money for non refundable purposes. We went with Quicken loans because of adds on TV stating no appraisal fees and no closing costs, but after we gave the XXXX that we were told would be refunded if we were denied they found plenty of fees to charge so we do n't get any back. We had asked when we gave the money if we get denied that we get refunded but XXXX reassured us we were already approved and if by some remote chance we got denied we would get a refund. We had jumped through so many hoops getting this refinancing and nowhere in the last XXXX months of all this hassle were we told the XXXX house was a problem till they had the appraisal and used up the money for their fees. I have tried for a while filling out for loan quotes online and had gotten many calls from Quicken before and always as soon as I had told the person about how much land I had and that I had a brother renting a spot and living in his XXXX house on my land, I was told ca n't help you usually in the first minute talking with the representative, which is why we were so happy when we were told we qualified and were approved, and that was not a problem, we had to constantly send paperwork and drive to town XXXX miles each way several times to sign papers from accountants and banks to give them permission to talk about our finances and income, and were always told it 's good and we are moving on to next step, we even had to give all our insurances for all our properties along with all out tax papers on those properties even though they were n't part of the loan, our family owns XXXX properties and rent out all of them to make our living as I am totally XXXX and my wife spends her time taking care of me and our small kids, we still take in XXXX a month and could easily afford a XXXX mortgage but that does n't matter when there is a XXXX house on your property, we just want our XXXX returned and will never do business with them again
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-09

Arco, CA

Settlement process and costs

Mortgage: Other mortgage

Complaint: I received a phone call from Quicken Loans on or about XXXX 2015 informing me I could refinance my current mortgage at a lower rate with no points and no costs. We began the process and locked the rate at 4.250 percent ( with no points and no costs ) and a rate lock expiration of XXXX XXXX. I was ready well-before the date, but XXXX was not. When they were ready, on about XXXX XXXX, I was told the rate lock had expired and that I could only have the rate that was promised ( 4.250 % ) if I agreed to pay points ( a little less than 1 % ). It feels pretty much like XXXX pulled a bait and switch, because I can point to XXXX periods in the process where they went radio silent for approximately XXXX weeks in total between the beginning of XX/XX/XXXX and end of XX/XX/XXXX ( this can be documented. ) Additionally, on or about XX/XX/XXXX-XX/XX/XXXX, I sent a series of emails to the loan officer expressing increasing alarm at the looming deadline. They do not deny being the cause of the delay that caused the expiration of the rate lock, but they will still not honor the offer made to me originally and that I in good faith moved forward under. I am saddened that I have to file a complaint for them to do the right thing, but here we are.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-08

Sacramento, CA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response