QUICKEN LOANS, INC.

2015-07-06

Philatelic Center, CA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: In XX/XX/XXXX my fiance passed away from complications of XXXX XXXX. I inherited the home she owned. After probate was complete and the title was in my name I decided it was time to refinance the mortgage to get it in to my name. I shopped around for low rates and especially focused on the closing costs of the loans. I finally decided upon Quicken Loans and in XXXX this year I submitted my application. From the first call I explained my situation IE : having inherited the home and the existing mortgages with XXXX bank were not in my name and this being the sole reason for my need to refinance. I was approved for an interest rate of 3.99 with total origination charges of {$2700.00}, a {$1000.00} fee for the loan and a {$1700.00} fee for locking in that rate. I was told the rate was locked through XXXX. They walked me through all of the required paperwork and I provided every piece requested of me. When we were nearing the XXXX dead line I was informed I had supplied all necessary information and they just needed to verify some information with XXXX who held the existing mortgages. Just after the XXXX deadline passed I followed up with them to see why we had not closed the loan yet. XXXX of their representatives told me that they were still trying to verify some information with XXXX and once that was done we could close. i asked about my rate lock expiration date and was advised not to worry about that b/c they were having to verify this information, I had supplied all necessary information, and therefore they would not let the agreement expire. A few weeks went by and when I finally heard back I was informed that they could not verify anything under my name with XXXX. I reminded them that the loans are not under my name, they are in the name of my deceased fiance. Her name was on all of the documentation I had already supplied. I am on record with XXXX as the executor of the estate and they have told me they will communicate with anyone I authorize. They said not to worry, they would continue the efforts to verify. Weeks again passed and when they next followed up nothing had changed. Still the only issue was them verifying with XXXX, but XXXX explained there would be no issue if they did. Quicken finally asked me to obtain payoff letters from XXXX. I did and provided them within the week. I was told this would allow us to close. By this time it was XXXX. No one ever explained that the cost of my loan might change. i was only ever told not to worry about that as it was their issue trying to verify the information and I had supplied everything requested of me. Again weeks passed after providing the payoff letters and I was told again they would not verify with XXXX. They then asked me to supply a XXXX month payment history. I then became upset and told them I want to cancel. They told me I could cancel, but I would not get my {$500.00} deposit back. So I decided to continue and gave them the payment history. Now they say they are ready to close, but they more than doubled the cost of the loan. They told me it is now a {$1000.00} fee for the loan and {$4000.00} fee for the rate. I asked how that could be when i was distinctly told the deal would not expire and I had always provided all information requested timely. had they requested the payoff letters and payment history before the deadline for my original fee 's I would have easily provided them. I filed a complaint with the corporate office and they say the best they can do is get it to {$1000.00} fee for the loan and {$2700.00} for the rate. I believe they purposefully tricked me and delayed the loan so they could charge me more. there 's no reasonable explanation as to why they were not able to verify with XXXX for so long and now all of a sudden when the loan is much more expensive they suddenly have a solution and can close, but charge much more and without ever having explained this to me.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-05

Discovery Bay, CA

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: Around XXXX 2015 I decided to refinance my property. My current mortgage company was not being responsive so I began working with QuickenLoans after seeing some of their advertisements. I spoke with one of their client agents ( XXXX XXXX ) who promised that they would be able to close within 45 days. The promise of the 45 days combined with their advertised success rate of 95 % is why I chose to go forward with them. I began the process XXXX/XXXX/2015, sent them all of the required information. I was n't getting any communication so I went to the website to check the status. Each time I went to the website I would get a call from an agent assuring me that " We are almost there ... '' and asking for more information which I would provide. This went on, back and forth, them asking for more information, me providing it and getting empty reassurances week after week. The 45 days promised came and went. 20 more business days later, they finally sent out the notary with the contract. She asked for my ID and the name on the contract did not match so we could not close. All that time and information exchanged and the QuickenLoans agents still could not get the simplest thing right. That was the last straw for me.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-02

Farmington, MN

Communication tactics

Debt collection: Mortgage

Frequent or repeated calls
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-02

Arco, CA

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I applied to Quicken Loans for a HARP LOAN. The self assertive " Loan Expert '' kept insisting I was not eligible for this loan. I explained that I was already " Approved '' for this loan. I mentioned XXXX Bank and was looking for a lower rate. She assured me this was not possible and perhaps these " other loan officers '' were not " honest ''. " She was an Expert '' and knew about eligibility, however, if I sent the paperwork over to her she would be good enough to " review '' their info and inform me of the error. It was a good thing I did NOT go along with her " Expert Opinion ''. I got a HARP loan for the house XXXX. ( NOTE : 2 banks approved this loan!!!!. ) It closed in a little over four weeks at an interest rate that was much better than the former rate. I wonder how many thousands of people Quicken Loans and XXXX, phone # XXXX XXXX XXXX ( The Expert ) have turned away from this valuable Federal program. It is a shame that these people are turning consumers away from this program claiming to be " EXPERTS '' in the field and literally telling people that their data is incorrect and they do NOT qualify for a program when they know darn well they do. The " EXPERTS '' what would we do without them???? Please look into this. I will be reporting it to other agencies. This must be a violation of Federal Law. XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-07-02

Columbus, OH

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: I was denied a fha loan with quicken loans. I believe the reason was descrimination. I meet the income, length of employment, and credit requirements and still was denied. I was told on the phone it was because i didnt make enogh income. Then i received a letter of denial saying it was because of excessive debt.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-07-01

Federal Way, WA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I began a refinance process with Quicken Loans. They are my current mortgage holder, and I refinanced a year ago with them. I was told at that time that if interest rates changed, that I would be able to refinance again with no costs. So I started the qualification process with them in XXXX 2015 I believe.. What happened over the next two months was inexcusable. In summary, Quicken destroyed my credit rating with their excessive Hard Inquiries on my credit report. XXXX in one day in fact! My credit score went from approximately XXXX to XXXX in a matter of weeks. I took out no new credit, In fact, I paid down my credit cards. I have spoken to them numerous times about this and they deny any responsibility for the steep decline in my credit score. Yet the data from XXXX XXXX tells the entire true story.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-06-29

Provo, UT

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Untimely Response

2015-06-29

ME

Settlement process and costs

Mortgage: FHA mortgage

Complaint: I am a XXXX time home buyer in XXXX Maine who applied for an FHA loan through XXXX of the nations largest online home mortgage lenders. The Sellers and I desired to complete a private sale because that suits our preferences. The Sellers and I drafted a purchase agreement together and I submitted the draft to my attorney for review and corrections. My attorney placed in the Purchase Agreement contract language that would protect the interests of both the Sellers and I. XXXX stipulation that protected the buyer was that if the appraised value of the property and therefore the financed amount is less than the agreed purchase price minus the earnest money down-payment, then I would be released from the requirements of purchase agreement and could demand a refund of the earnest money. The home buying process with the lender initially went very quickly and smoothly up until the order for the appraisal was issued. At that point, the process slowed to a standstill because no Appraisers have bid for or accepted the order. After the appraisal order was issued two weeks and no appointment was made, I became concerned and obtained the Roster of Appraisers in XXXX XXXX in Maine and called each XXXX. I learned that most of them had made it an unofficial policy not to accept orders from XXXX and some explained their negative experiences in prior dealings. I learned of many abuses that the appraisers endure that I would like to relate to you if you inquire it of me. I did n't know what XXXX were so I did some further research learned that XXXX serve as a XXXX parties that prevent conflicts of interests between the lenders and the appraisers. The appraisers that I spoke to were pleasant people and professional, they all stated that they had plenty and enough work without the need to reply to orders from XXXX so that they may avoid the difficulties they had previously experienced. I had submitted the Purchase Agreement to Quicken Loans on XXXX XXXX 2015. The closing date was initially scheduled for XXXX XXXX 2015. We did not close on this date because no appraisal has been completed. I am told that all other requirements have been met. The next closing date is XXXX XXXX, the date that my Purchase Agreement expires. No appraiser appointment has been scheduled. I am concerned that I XXXX lose my Earnest Money down-payment if the sellers decide not to sell to me after our purchase agreement contract expires and no appraisal is completed and I ca n't close. HELP! I do n't want to lose my money because the lender ca n't get an appraisal scheduled. What can my family and I do to get an appraisal and hopefully close on this home by the closing date on the Purchase Agreement Contract?
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-29

New Bedford, MA

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I submitted a request to get refi-mortgage options and was called by Quicken Loans on XXXX/XXXX/15. The same day the loan was setup. I had said that I wanted a 30 year fixed with {$0.00} at close and {$0.00} out of pocket. I was told from Quicken Loans representative that it could be done and began delivering information that they requested of me. By XXXX/XXXX/15 they had all docs and was sent to underwriting. Over a month went by and then I received a call from QL stating that I would need to bring bring money to close. ( approx XXXX ) I began asking how this could happen and explained to them that was n't our deal. I was told that I could step away from the refi in which I explained that rates had moved and I could not get the same deal with another mortgage broker. ( I was offered the same deal at the start of this process with another mortgage broker but went with Quicken Loan after they said via email " If I commit to there company right now they could do the same deal '' ) Now I am stuck with a deal which much different than what I was told with a higher interest rate/monies atclose and QL loan appears that they did nothing wrong. Even though they said they made a mistake as all of the calls are recorded. It appears that they bait and switch you and use predatory practices to get you in the door. I think its very unfair and that they have no integrity. I have some email communications that I cant save down from my yahoo account. Please let me know and I can forward them on.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-26

Mansfield, TX

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-26

Detroit, MI

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: Quicken Loans ( NMLS # XXXX ) advertised ( advertises currently ) a program for a {$500.00} rebate for my company 's employees that close their loan with quickenloans. I visited the quickloans website via their special link and proceeded to shop loan programs. After some time reviewing, I clicked on the pop up to chat and was connected with XXXX XXXX XXXX : XXXX. I shopped loan programs and he asked if he could arrange a phone call. I informed him that I saw their special offer on the company intranet site and was interested in getting pre-approved to buy a house. I met all the criteria in the fine print, and eventually found and closed a house. I confirmed at several points both via email and phone that I would be getting the rebate. I emailed XXXX and he replied that he would look into it for me. A XXXX later I still had not heard back. It has been almost XXXX months since I closed on my house and I still do n't have my rebate.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-26

Hamburg, MN

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: We locked in a closing date, and were informed by our realtor ( not Quicken, our lender ) on the day of close that our date had been postponed. So we had to scramble to find housing as we sold our house on the same day. We had to turn in a form saying that we had n't taken out new credit. Then, our lender, because they postponed our close date, can change our origination fees because our rate lock expired. So now our origination fees and closing costs have increased almost $ 3K from our original GFE. Our seller is anxious and ready to drop the deal. We do n't have a home and now may not be able to close. It seems as though Quicken postponed the close date in order to up their fees to us. They did n't communicate the change in close date to us in a timely fashion ( or at all, we had to contact them to confirm ) and then their fees and rates changed in the days following the original close date. On the 'new ' GFE, they held the interest rate and made us pay points without informing us before we asked them for the HUD form. Fishy and fraudulent at best.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-25

Tuckasegee, NC

Applied for loan/did not receive money

Payday loan:

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-06-22

Evansville, IN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: My father passed away in XX/XX/XXXX. He was living in a condo with my brother as joint tenant. While my father was alive, I had power of attorney. When my father passed, he left no estate other than the condo, which passed to my brother without having to go to probate. I was named personal representative of my father 's estate, but since there were no other assets, there was nothing to probate. My father 's condo was financed with Quicken Loans. My brother is currently living in the condo and is making the mortgage payments. The problem is, he has fallen behind in his payments and now Quicken keeps calling me. I have explained to Quicken MANY MANY MANY times that they need to speak with my brother. I have provided them with my brother 's telephone number and he has confirmed that he has spoken with them on several occasions and is trying to work something out. Quicken called me again on Friday, XX/XX/XXXX, and told me that they would put me on their do not call list. Today, Monday, XX/XX/XXXX, they called me again. I do n't know how to stop them, other than changing my number. Can you stop them? Can I be compensated for harrassment?
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-06-21

VA

Application, originator, mortgage broker

Mortgage: Reverse mortgage

Complaint: Reverse mortgage tv advertising offers a free kit that explains options. Free, just call this number. I called and it was Quicken Loans. The person called me back from a non-toll-free number and continued to ask more and more probing questions " need to know this before I can send you the kit '' that included request for next of kin contact and for my social security number. This is verging on criminal. I never did get the promised " free kit '' and now someone I do n't know has a lot of information about my credit and the value of my current residence.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-17

Lexington, NE

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-17

FL

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: Greetings, I 'm writing to ask, What good is the H.A.R.P program, if the banks all turn you down? If the object is to assist people, it sure is a lousy program. I 'm currently paying 7.5 % with payments at {$1100.00} a month, yet every bank I ask will not let me refinance due to not enough income??? I currently make about {$1300.00} a month income, and have not missed a payment since I took over the loan, yet no one will let me refinance to a lower rate, which will reduce my payments. I would love to be able to afford hamburger helper occasionally, instead of raman noodles and what vegetables I can grow in my garden. Time is running out on the program, I would like a refinance before that happens. I used Quicken Loans only as an example since its the most recent bank I approached, but this is the case with many places I have tried.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-16

Hartford, CT

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I refinanced my mortgage with Quicken Loans, and the loan closed on XXXX XXXX, 2015. On XXXX XXXX, 2015, funds were disbursed and my previous loan was paid off, and I was supposed to receive a disbursement check of {$950.00}. The check was supposed to be sent by overnight mail and I was supposed to receive the check on XXXX XXXX. As of today I have not received the check, and after several phone calls to XXXX, without receiving a return call until yesterday, I was finally told that it was the title company that supposedly mailed the check by mail instead of by express overnight service. The title company has no tracking number for the mailing and can not provide a location of it or a delivery date. As such, it remains unclear when I will receive these funds, that are obviously due to me per contract.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-16

Detroit, MI

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: I refinance my mortgage on XXXX XXXX, 2012 with Quicken Loans and I feel was excessively over charged to refinance my mortgage. My mortgage was with XXXX, XXXX but they do not refinance so they referred me to Quicken Loans to refinance my loan. My loan balance with XXXX XXXX was {$77000.00}, the total fees, cost, and charges by Quicken Loans were {$8300.00} which my new loan balance was {$85.00}, XXXX. I did voice my opposition to the {$8300.00} charges but the loan officer had the attitude and position of take it or leave it. About two months after my closing, Quicken Loans did refund me {$1200.00} admitting their error in over charging fess and cost that should not have been rolled into my mortgage. Quicken Loans since sold my loan back to XXXX XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-15

Mechanicsville, VA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-14

Dallas, TX

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I was shopping for a mortgage and a representative from Quicken Loans told me they needed my credit card info to process the initial application, but the representative assured me multiple times that there would be no charge at this point, so I provided the info. I don't remember the date this exchange occurred, but roughly a week later (XX/XX/XXXX) they charged my credit card $XXXX without any notification or authorization from me.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-12

Scottsdale, AZ

Settlement process and costs

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My name is XXXX XXXX, I purchased a property and obtained a conventional mortgage with Quicken loans at XXXX XXXX XXXX XXXX XXXX XXXX, AZ XXXX on XX/XX/XXXX. I recently received a threatening letter from XXXX County Treasurer regarding unpaid property taxes for XX/XX/XXXX before I even purchased or occupied the home. I have had XXXX contacts with Quicken loans since I obtained that letter on XX/XX/XXXX. Quicken did the research and has come back with an excuse that they did in fact make an error at closing but refuse to cover the {$900.00} plus dollars the future tax lien would be for. Quicken then takes my already escrowed taxes for XX/XX/XXXX and pays taxes for XX/XX/XXXX before I even purchased the home! The Quicken team member and her manager XXXX indicated that the closing team made an error and then put a notified credit on the buyer 's side of the HUD and lessened my closing costs. Quicken also admittedly indicated they did NOT disclose any of this to us at closing, no disclosures, no additional escrow, no payment for past due taxes. They are now threatening default on my property for an error they acknowledge they made. I advised them I would not be covering this, I escalated it as high as I could with the Quicken staff, and they refuse to move forward with remedying the error. This is predatory lending XXXX and violation of RESPA knowing I was already tight on closing money coming in, they chose to hide this from me, and never notify me until I found out. They refuse to provide a disclosures or signed documents specifically speaking to the past due taxes, extra escrow, or required payment. If this goes into default, this will put my wife, XXXX young children, and me on the street with no financial means to recover from this. All quicken calls are recorded in which you can listen that they acknowledge the error but wo n't correct. My intention in addition to starting with the CFPB is to escalate this to all regulatory agencies until resolution is obtained. My contact information is as follows : XXXX XXXXXXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX AZ XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-06-10

Las Vegas, NV

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: The loan is the XXXX mortgage/equity line of credit on a home that is currently under contract and ready to close with short sale approval from the XXXX. We have had an approval from the XXXX mortgage XXXX times that has expired due to the XXXX mortgage delaying the process. The XXXX lender has continually stalled, made unusual requests, and changed the contact person we must deal with XXXX separate times making us start the process over each time. The current person we are supposed to work with will not give us an email address and insists the only way to talk with him is by phone, which further delays every aspect of communication since we almost always go to voicemail. The approval from the XXXX in XXXX was stalled by the XXXX asking for another appraisal that had to be paid for upfront by the seller and it took more than two weeks to get an appraiser to the home. We found out later the appraiser was told the appraisal was for a loan refinance and not for what it really was. The XXXX mortgage representative told me that this was all a formality to pressure the first mortgage to give the max they were allowed of {$6000.00} due to it being a XXXX XXXX loan. The XXXX mortgage confirmed this and then offered {$6000.00} as a max amount, but then the XXXX mortgage decided we had to get another appraisal to satisfy their policies. The Seller, the Buyer, the Escrow company, and the XXXX mortgage are all ready to close this loan immediately, however the XXXX mortgage appears to be purposely making it difficult.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-09

Chico, CA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-06-09

NJ

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Quicken Loans is not reporting my mortgage to the XXXX credit bureaus. On my credit report, it states account is closed. This is affecting my credit rating. I was granted bankruptcy in 2013 for credit card debit. I have never been late on any mortgage payment. My account is current. Quicken Loans has been non compliant to any of my inquiries since the date of filing bankruptcy.
Company Response: Closed with explanation

Disputed: No Timely Response