QUICKEN LOANS, INC.

2015-06-08

Statesboro, GA

Credit decision / Underwriting

Mortgage: Home equity loan or line of credit

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

Disputed: No Timely Response

2015-06-04

Fairfield, CT

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-06-03

Lithonia, GA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-30

Rollingstone, MN

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2015-05-29

FL

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: I got divorced in XXXX of XXXX. At the time of the divorce, part of the settlement was to allow my ex-wife to stay in our marital home since we had a young daughter. We agreed we did not want to disrupt her life. When I left the home as part of the settlement my ex-wife agreed to take over the house expenses and mortgage. It was an adjustable mortgage with XXXX XXXX. During the years she has tried to refinance the mortgage into her name before it began to adjust but does not qualify, we then tried to look at HARP options but the mortgage is not owned by XXXX or XXXX XXXX so we were told no on that option. Fast forward, she has been paying the mortgage in hopes her income would go up and she would be able to refinance out of my name. The mortgage began to adjust as of XXXX XXXX. I was recently laid off last year during XXXX XXXX, and went from making XXXX to each year less and less. Now in XXXX I am making XXXX. My ex-wife decided to leave me with the house after she realized she would not be able to put the mortgage in her name so I have had to move back into the home. I have contacted Quicken loans to try to do a modification to a fixed mortgage since the rates are adjusting and going up and now I make a lot less, I provided all the documentation they required every XXXX weeks. After providing the documentation every XXXX weeks I realized I was not getting anywhere, I called and escalated my case to their XXXX relations group. I spoke with a XXXX XXXX in the executive office who said he was a supervisor. I spoke with several Quicken employees who said they were supervisors and were not. XXXX XXXX, XXXX XXXX, XXXX XXXX. The company employees lack integrity. Anyway, after several calls to follow up and back and forth, XXXX XXXX told me my modification request was denied, his reason was I made too much income. I asked how was my income calculated he refused to disclose the math, how can you tell some XXXX they are denied and not explain why? In addition to this I also received my mortgage statement for XXXX with an additional {$180.00} fee showing up on the statement with no explanation of why. I called to ask them why and to remove it and they have yet to resolve the issue. The executive relations rep XXXX slipped up and said it was XXXX charges, when I questions it further she said she was not sure what is was and would look into it. She was also suppose to be a supervisor, when I asked to speak with her supervisor, she said it was XXXX XXXX. Again Quicken employees are being dishonest. I feel absolutely uncomfortable with with them no XXXX in there executive relations group seems to be honest and I do not know who else to go to to hear my case.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-05-27

Phoenix, AZ

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I set up an account on XXXX to find a lender to purchase my first home. XXXX provided a small number of lenders that offered low interest rate that were generated from a soft inquiry of my credit report. Quicken Loans contacted me to see if i would be interest in using them as my lender of choice. I told XXXX XXXX the representative that i was using a down-payment i was granted by XXXX XXXX of {$15000.00} and was only! looking for a lender that accepted the grant ... and I only! wanted to know if Quicken loans was compatible and accepted this grant. he was unsure and stated he would check and get back to me but that he would also set up an online account for me to view other programs that they offer for first time buyers. he confirmed the last XXXX of my ssn to confirm my identity which he had from the XXXX lead. next day i check my XXXX account and i have a hard hit from quicken loans.. i was never inform nor did i authorize for them to run a report i only wanted information on them being able to accept the XXXX grant . i left an voicemail with the supervisor XXXX immediately. XXXX called and left a voicemail apologizing and said he reviewed the call recording and i was in fact correct that i was not informed and i did not authorize the report to be drawn.. and that they take this very seriously and will contact the bureau to dispute the report screen since it effected my score lowering it significantly! next day an exceutive of quicken loans calls me to say he reviewed the call and that they will not dispute the inquiry and that it was justified ... even after the supervisor who reviewed the recorded call said it was in fact faulted..
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-26

Fairfax, VA

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-16

Philadelphia, PA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I recently received an unsolicited letter from Quicken Loans notifying me that I was " prequalified '' for a {$99000.00} 15-year loan to refinance my current mortgage ( actually a HELOC ) at a rate of 3.125 %. I called Quicken and asked how it was determined that I was prequalified, and the representative I spoke to said she did not know. When I gave her preliminary financial information, she said I was not eligible for that " product '' but was a good candidate for a 30-year loan at a rate over 4 %. I agreed to apply and authorized a {$100.00} charge on my credit card for a deposit on an appraisal. As I hacked my way through the insanely detailed application process, Quicken updated me, demanding ever-increasing documentation and telling me that I would have to close out my credit card accounts in order to bring my debt-to-income ratio to acceptable levels. Declining to cancel my XXXX credit cards, on XXXX XXXX I withdrew the mortgage application. When a local appraiser engaged by Quicken called me to schedule an appraisal, I informed him that I had withdrawn the application. However, Quicken charged my credit card {$390.00} for the appraisal. A " customer relations '' person at Quicken told me, after I withdrew the application, that he would look into the appraisal charge. But I have not received a credit. It seems that, after doing a bait-and-switch marketing ploy, QL hounds people to apply for loans on less generous terms. It does not inform applicants that they must close out current debts to meet XXXX and XXXX standards, since that would defeat the whole purpose of refinancing. ( This may be beside the point, but my credit card debt is not large or suspicious. XXXX of the cards is at zero percent interest, so I have no incentive to pay it off ; the other I pay in full every month, as I have for 20 years. My quarrel here is probably not with Quicken but with XXXX and XXXX. ) Most important -- and this is a separate problem that 's flat-out illegal -- QL levies unauthorized charges for appraisals not performed.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-05-15

Plano, TX

Loan servicing, payments, escrow account

Mortgage: Home equity loan or line of credit

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-14

Lewisville, TX

Settlement process and costs

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: Applied for a loan with XXXX XXXX, a loan broker in XXXX, TX. The loan was quoted verbally on XXXX/XXXX/15 by XXXX XXXX as 3.25 % with total fees of {$1800.00} to be paid. This loan was XXXX option on the original GFE issued by Quicken Loans, although the {$1800.00} in fees was higher than on the GFE. Quicken issued several subsequent GFE 's, each one incorrect. As of the day of verbally being advised of loan approval, a correct GFE had not been received, however, we continued to proceed in good faith. A correct GFE was never received prior to closing. The final, incorrect, GFE, arrived via USPS on XXXX/XXXX/15, the day of closing. Despite being advised of loan approval on Friday, XXXX XXXX and requesting both the corrected GFE and HUD statements several times between that date and our scheduled closing of XXXX/XXXX/15, they were not received in a timely manner. On XXXX/XXXX/15, the business day prior to closing, the HUD statement was received late afternoon. Upon review it was noted that again, the loan numbers were incorrect. There were origination charges and fees totaling {$4100.00}, or {$2300.00} more than quoted. A call to XXXX XXXX of XXXX XXXX the morning of XX/XX/XXXX advised of the error and a correction requested. After reviewing with the loan processor, XXXX XXXX advised that the numbers were correct and that there were origination charges tied to this particular loan, which was not what was verbally quoted nor in the original GFE. She also advised that we could change to another loan, but that would take a minimum of 3 days to process. As the closing was out of state and had already been delayed XXXX, my husband and I would have to find another time to travel, incur additional expense, etc., we decided to go ahead with the closing even though the figures were incorrect and the loan was not the one that had been promised. XXXX XXXX did refund {$470.00} which was the cost of the appraisal on the property, however, even with this refund, charges incurred on the loan issued by Quicken Loans were {$1800.00} more than originally quoted by XXXX XXXX. Complaint : Despite numerous requests through our loan broker for a corrected GFE, Quicken Loans did not provide the GFE on the loan that was purchased until the date of closing, at which point it was too late to make any corrections for their errors. The HUD statement was also not issued until the very last moment, not allowing time for any corrections without delaying closing. An aside, XXXX XXXX advised that information from Quicken was sent via USPS and e-mail, however, no e-mail was ever received from Quicken Loans. I believe that this issue is an unethical practice.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-12

Arvada, CO

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I went to the Quicken Loans website to see what refinance rates looked like. In order to get the information I wanted, I had to enter contact information. As soon as I entered it, my phone rang with someone from Quicken who asked what I wanted to do. I told him that I was interested in refinancing my home mortgage. He said someone else would call me. The second person called and asked me what I wanted to do. I told her, and she said that if I hurried up and gave her my application information, she could get it to her underwriter as she had a meeting with this person in one hour. I completed the application and uploaded pay stubs and bank statements to her. She also ran a credit report. She called me an hour later and said that I had been approved for a loan, and that she thought that a XXXX arm would be the best for me. ( steering ). She did not discuss any other loan options. She offered me a XXXX arm with no closing costs. She said that I had to pay for an appraisal. I said that I did n't think that was a great deal as I already had a 4.5 % 30 year conventional. She was very aggressive, and I was at work and had other things to do, so I said OK and paid for the appraisal with my credit card. The next morning, I emailed her and stated that for a savings of XXXX basis points, it was not worth it, and I wanted to withdraw the application. She responded with an email that said, " What did I do wrong? '' I told her nothing, I just changed my mind and was going to start looking for a new house, and I did not want to refinance. I asked her to refund my appraisal fee. Later that day someone else called me to work on my loan! I told him that I had withdrawn and wanted a refund of my appraisal fee. He said that a third person would be calling me to discuss that. Keep in mind, I did not receive a good faith estimate, nor had I signed an intent to proceed. The third person called while I was at work and in a meeting. I told him that I would call him back. When I did, I got his voice mail and left him a message that I had withdrawn my loan application and wanted a refund of my appraisal fee for an appraisal that never happened. That evening the original person that I talked to emailed me and asked if I was still interested in moving forward with the application! I responded again that no, I was withdrawing. The next day a fourth person called! We have been playing phone tag, but I basically told him that I would be filing a complaint with the CFPB. No response. Today, I received notice that Quicken could not help me with my loan application because of incomplete information. Not true - I had been trying to withdraw for a week. Regulation B violation. I asked today for the name of their Chief Compliance Officer and was told that they did n't know who that was, but that this fourth person would be calling me again. I tried calling him and got his voice mail. I am banker with 30 years experience in internal audit and regulatory compliance, and have never in my life seen so many regulations violated in XXXX transaction. I am furious. Can you help me?
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-11

Mesa, AZ

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2015-05-09

PA

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: On XXXX XXXX my wife XXXX XXXX contacted Quickin Loans in an effort to obtain a mortgage for a {$40000.00} investment property. She spoke with XXXX XXXXXXXXXXXX. She informed him that we needed a pre approval letter and mortgage for a {$40000.00} HUD property that we planed to use for investment property. XXXX XXXX obtained my social security number from my wife and place a hard credit inquiry on my credit profile. He never spoke to me or obtained my permission to do so. I received a notification from my XXXX XXXX account that the inquiry was made by XXXX XXXX. XXXX XXXX got back to my cell phone number and stated that Quickin did not do loans for the amount we were requesting. Upon being told this I sent a text message to XXXX XXXX stating that he should have told my wife this from the beginning of her speaking with him and that he certainly should not have pulled the hard inquiry knowing that his company would not do this loan. He did not respond to my text message. Today I contacted Quickin Loans and spoke with XXXX XXXX ( XXXX ) of the consumer affairs department and shared concern and request for the removal of this hard inquiry. XXXX XXXX stated that he would have to conduct an investigation and would get back to me by Wednesday of next week. XXXX XXXX made me feel as though my wife and i were being investigated. This was unacceptable to me. His loan officers should operate with integrity and not hucksterism. I am asking that this inquiry be removed immediately and an apology be made on behalf of this incident. I can be reached by cell XXXX or email : XXXXXXXXXXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-08

Brant Lake, NY

Loan modification,collection,foreclosure

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-07

Dallas, TX

Application, originator, mortgage broker

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-05-06

Parsippany, NJ

Application, originator, mortgage broker

Mortgage: FHA mortgage

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

Disputed: No Timely Response

2015-05-06

Columbus, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2015-05-06

Oxford, GA

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: I have a mortgage with Quicken Loans. From XXXX XXXX when I refinanced with them, I paid my mortgage payment the month it was due, though I had experienced a major shift in income. I cashed out XXXX and worked where I could to pay the mortgage. Due to change in employment and loss of income, I started to run short of funds in the latter part of XXXX. In XXXX XXXX, I filed for Chapter XXXX bankruptcy, then got behind with mortgage payments. I communicated through my bankruptcy attorney early in XXXX that I wanted to seek loss mitigation and keep my home. In XXXX XXXX, I filed paperwork with Quicken Loans to seek a loan modification or more affordable payments. During this time, they motioned the bankruptcy court to lift the stay protecting me from their collection efforts so they could continue to collect on the loan and seek foreclosure despite my bankruptcy. They reviewed over XXXX pages of documents clearly showing that my income was not stable and I could not afford the close to {$1600.00} per month mortgage payment. Despite this, they offered me a six month repayment plan to pay close to {$2400.00} per month ( mortgage payment, plus catch up past due payments ), when I could not even afford the regular mortgage payment. During the month of XXXX XXXX, they even violated my bankruptcy by asking me when I would make a payment and my bankruptcy did not discharge until XXXX XXXX, XXXX. Their motion to lift the stay had not been officially approved by the court either which speaks to their unethical tactics. I immediately called them when I received the letter regarding the repayment plan to express concern that it was unaffordable and to reiterate that I asked for a Loan Modification. I receive a letter some days later that I have not been in touch with them ( despite many faxes, emails and phone calls ). The letter says that since I have not been in touch, they are withdrawing the offer, my loss mitigation application and I should contact them for further information. Unbelievable! I have been consistently working with Quicken Loans to seek a loan workout since XXXX of XXXX. After submitting all of this documentation, I am asked to start all over again in the month of XXXX XXXX. They informed me to sign new documents and submit more pay stubs, bank statements and other documentation to conduct another review. Meanwhile, I am afraid I will lose my home to foreclosure and we are struggling to put money together to pay the mortgage. We were able to pay in XXXX and XXXX of XXXX, but not XXXX of XXXX due to their ridiculous delays, game playing, unethical tactics, etc. As of XXXX XXXX, XXXX, I still have no viable workout solution to keep my home. All I have requested is a Loan Modification per FHA guidelines in order to resolve this situation. Now I have submitted well over XXXX documents to them and sent fax after fax at their request. I am cooperating with them, they are not cooperating with me. It seems to me that they want to foreclose on the home. Due to their convoluted process and game playing, I am now owing for XXXX, XXXX and XXXX. They could have worked something out with me when I was only XXXX payments behind. I have proven a reduction in income and fluctuating income. Any mortgage company with a heart would have worked something out with me at this point. I question their motives and their agenda. They need to be reported for these practices and other people around the country should be aware of Quicken Loans. They advertise that they have won awards from XXXX, however they have serious issues and are not for the customer as they claim to be. I am attaching additional documentation for review that substantiates what I have said here. I have reported Quicken Loans to the Department of Housing and Urban Development due to these issues as well and have an open case with them. I desperately need your help.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-05

Shreveport, LA

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: We have a mortgage with quicken loan we have only been with them for six months they are and have re accessed our escrow account this is normally done on your anniversary of you loan. When we called to ask about this we were told that all loans in the state of Louisiana are done this so people do n't suffer at the end of the year this is a company decision they have made. We feel this is wrong for them to do this is not correct and kind of border line of discrimination.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-05-04

Jupiter, FL

Credit decision / Underwriting

Mortgage: Conventional adjustable mortgage (ARM)

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

Disputed: No Timely Response

2015-05-03

FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: Mortgage company failed to pay my homeowners insurance from available escrows funds on time resulting in cancellation of insurance
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-29

OH

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: I am in the process of purchasing a home. I chose to do business with Quicken Loans based on their strong reputation within the mortgage industry. After starting my loan application, I received constant miscommunications, poor service, and a feeling from their team as if my business really was not important to them. I chose to withdraw my loan application, and take my business elsewhere. I chose to withdraw my loan, and the FHA case number was transferred to my new lender. Quicken had to close my loan application out in order to transfer the FHA case number, and when they did, they closed the loan as " loan denied, credit denial. '' This caused a hiccup with my new lenders underwriting team. I had to spend many hours on the phone with them explaining to them why my loan was not in fact denied, I withdrew it. At this point, I have worked through the concerns my new lender had, but on principal, my loan application should be closed based my request to withdraw my application, not " credit denial. " Quicken Loans is the biggest joke of a company I have ever had to work with, and I am certain their ratings with XXXX XXXX are forged.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-04-26

Key Biscayne, FL

Settlement process and costs

Mortgage: Home equity loan or line of credit

Complaint: We Never received a copy of the appraisal report. The appraisal was done XXXX. The XXXX time he used the wrong comparables. The XXXX time he purposely drove the value down because he was angry for having to come back a XXXX time. Little to no communication from the lender regarding the overall loan. No one explained any of the closing docs. A notary came to the house for signature and tried to explain however he was just the notary and not a licensed professional. He seemed uncomfortable answering questions. Very unprofessional process.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-26

MI

Account opening, closing, or management

Bank account or service: Other bank product/service

Complaint: On XXXX XXXX I received A call from the company Lending Tree they transferd my to the bank here in XXXX Michigan Quicken Loans. I spoke to a XXXX XXXX who phone number is XXXX which the area code does not match the area code here in XXXX. ( XXXX ) I am a Veteren of the United States XXXX in which i asked XXXX XXXX about their Veteran home loan products. At no time i asked him to give me a quote, all i wanted was details about the products they offer. XXXX ask for my social security number so he can view my credit history i explained i am waiting for the XXXX reporting agencies to update my report. XXXX also explained that if my score was too low his team members at Quicken Loans can assist me by speeding up the credit issue process and if i give him my social security number to view his team members would call me immediately if my score was to low. The team members never called creating an hard inquiry on my credit report. I feel this is a bias company preying on the poor I am a Veteran of the United States XXXX and i need help.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-23

Liverpool, TX

Loan servicing, payments, escrow account

Mortgage: FHA mortgage

Complaint: Quicken Loans did not calculate our escrow correctly with our new home resulting in having to pay an unreasonable amount of money. After living in our home for the first year, QL sent us a check because we overpaid escrow. I called QL, and they assured me that it was my money to deposit into my bank account and do with what I pleased. Since the new escrow calculation, the amount the check was for is the amount I owe in escrow. They did not calculate our home with the land the last year which caused us to have to pay an unreasonable amount of money.
Company Response: Closed with explanation

Disputed: No Timely Response