QUICKEN LOANS, INC.

2015-04-23

Atlanta, GA

Application, originator, mortgage broker

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-21

Primm Springs, TN

Application, originator, mortgage broker

Mortgage: Other mortgage

Complaint: I made contact with Quicken Loans regarding a potential mortgage ... ..they provide no way to unsubscribe from their email distribution list. Also, even when you are emphatic that you do not want any of their services, they will not stop calling you on the phone. I would never recommend this company to anyone, they are a nuisance.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-04-20

Sandy Hook, MO

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-15

Las Vegas, NV

Can't contact lender

Payday loan:

Complaint: Quicken Loans obtained XXXX ( XXXX ) HARD Inquires from XXXX and XXXX Credit Reports Bureaus without my written consent ; consequently, these XXXX hard inquires lowered my credit score for future financial assistance. Quicken Loans XXXX Customer Services representatives XXXX XXXX ( XXXX ) XXXX XXXX and XXXX XXXX XXXX XXXX ) XXXX Ignored my request to REMOVE their Quicken Loans name from my XXXX and XXXX credit report files.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-04-15

NJ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I have been trying to refinance with Quicken Loans since XXXX/XXXX/2015 the process has been a painful one. they have been disrespectful, changing my numbers ( the good Faith estimate ) XXXX times even on the day of the closing. In addition to all of that, I did the so called closing on XXXX/XXXX/2015 and I signed all the papers including the HUD. They called me today XXXX/XXXX/2015 saying my closing is cancelled and I have to re -close.
Company Response: Closed with explanation

Disputed: No Untimely Response

2015-04-15

Sanders, KY

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: I recently applied for a refinance to my mortgage through Quicken Loans. I had asked about their product where they claim to pay your PMI for you. This would really save us some money each month. After working with their agent, I was told that I did not qualify because I do not have enough equity in my current home. I understand this even though my wife and I have an impeccable record and credit scores. The problem that I have is that if I do not qualify, why do I continue to get email notifications urging me to apply for refinances through them? I constantly receive email notifications from Quicken Loans telling me to apply and asking 'What 's holding me back. ' The emails even allow for a link to apply within them. I wanted to apply for the right product for me, which they said I could not get at this time. Now I receive notifications that I should keep applying. I just want to move forward with the product I want.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-04-14

Euclid, OH

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: my refinance loan was denied because they said that I did n't make enough money, i made XXXX but they said they only would use XXXX
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-13

Wallington, NJ

Application, originator, mortgage broker

Mortgage: Conventional adjustable mortgage (ARM)

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

Disputed: Yes Timely Response

2015-04-10

PA

Application, originator, mortgage broker

Mortgage: VA mortgage

Complaint: Credit Report from Quicken Loans. I have XXXX complaints on these negative items on my credit reports, and now they show up again and again. After I have been told they are removed.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-04-10

Rochdale, NY

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: Complaint : Quicken Loans pull credit report of clients instead of collecting and evaluating available information from clients to determine pre-qualification. This malpractice, even for clients not approved, negatively effect their credit. I submitted online the information of my property in Florida that is under water. XXXX XXXX ( ( XXXX ) XXXX from Quicken called back and without providing basic information about and requirements of HARP, insisted that I provide my Social security # so she can pull my Credit Report. When I asked what are the requirements she persisted to get the information from my report. When I provided her my credit score and current loan type she still insisted that I give her my SS # because " Most Clients do not know how to read their credit information '' I objected to be classified as " most clients '' and requested to speak to a supervisor. XXXX XXXX came on the line and also insisted that i give my SS # for them to determined my eligibility for the HARP program. I informed him that my credit is excellent, provided my credit score of XXXX and my current loan type ( not FHA, VA, XXXX nor XXXX ) and asked him if I qualify. He insisted that he can not tell me unless he pull my report. I complain that pulling my report before checking if I qualify based on the information I provided will affect my credit even if I am not qualified. He repeated, " Most clients can not read their credit report. '' I again objected to be classified as " Most clients '' or a flock of " dumb sheep '' as I interpreted their remark. I then request information of external agencies to make a complain. He told me that he has no other information and transferred me to Quicken Client Relations. XXXX came on and repeated that it is Quicken 's Policy that their loan officers pull credit report to determine eligibility since " most clients '' do not understand their Credit Report. I again requested information of external agencies to make a complaint and was told that she has no information to give me. I next ask to speak to her manager. XXXX XXXX ( XXXX ) XXXX ext XXXX in XXXX MI came on and again referred to " most clients '' are not able to read their credit report and refused to provide me with an agency to make this complaint. In conclusion, Quicken Loans policy to pull credit report before pre-qualifying the client based on information obtained from the client and with no concern for the negative effect of pulling the credit report is a bad practice and should be amended in the interest of the public.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-08

Bohemia, NY

Application, originator, mortgage broker

Mortgage: FHA mortgage

Complaint: On XXXX/XXXX/15 I contacted quickenloans ( QL 'S ) for a HARP Refi and was told I was approved but needed to pay $ 400- {$500.00} for an app fee. I advised that I wanted to discuss my options with spouse before proceeding. After discussing and contacting my mortgage Lender I decided not to proceed with QuickenLoans. I called QL 's, the representative was very persistent and matched the GFE of my lender. Since my lender offered no costs upfront, application or appraisal fees as did QuickenLoans I called back to cancel. The representative ( XXXX XXXX ) tried to match the offer by reducing closing fees to compensate so I asked for GFE ( this was now the XXXX business day ). I was informed that I needed to pay the above referenced fee to proceed ( this fee was requested on the original conversation ). I contacted CFPB to learn my rights and promptly contacted the XXXX 's rep, he informed me that I misunderstood what he said ( this was the XXXX thing I questioned and got that response ) I stated that I no longer wanted to proceed because I was disappointed with the way they conduct business and could no longer trusted them. XXXX still continued to push as to why I will not let them same me money and at no time offered to send the GFE although it has now been 4 business days since the original conversation. He even stated that all he did was take my info which I disagree with because for our conversation I believe an application was taken because be ran our credit reports and spoke to my spouse to confirm application information. Further no disclosures were sent to me my way of mail or e-mail. For comparison my discussion with my Lender XXXX and QL 's have been the same and I have received countless e-mails and mailings with disclosures from XXXX and none from QL 's. XXXX further comparison, when I informed XXXX that I needed to discuss with my spouse before moving forward I was informed that they understood that I needed to make an informed decision and to get back to them as soon as possible if I wished to proceed ( P.S. I received a GFS within XXXX mins of the call with XXXX XXXX
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-07

Tarzana, CA

Loan modification,collection,foreclosure

Mortgage: Home equity loan or line of credit

Complaint: The Underwriter purposely gave me a non-payable and detrimental repayment option in-lieu of a Loan Modification after my XXXX loan completed a Making Home Affordable Loan Modification. Quicken Loans attempted to take the needed savings from the Making Home Affordable Loan Modification for themselves, even though I am already in a repayment plan with Quicken Loans. They offered me to pay them back at {$1500.00} per mo. I presented this option to my HUD Counselor and Financial Adviser and they both agreed that it would put me in immediate default if I sign the repayment agreement. I let Quicken Loans know this council and the said sorry, this is our option. I then asked how this is a benefit and a help? They said you get us paid off in 12 months instead of 48. So I told Quicken Loans : My professional counselors have determined that by Quicken Loan 's proposed repayment plan is a guaranteed default and extremely risky to me and my family. I will decline this repayment plan by the professional counsel given to me and I ask you to consider a real and helpful loan modification and not repayment plan that is worse than I already have. They then said we are closing you file because you declined our proposal.
Company Response: Closed with explanation

Disputed: Yes Timely Response

2015-04-04

MA

Credit decision / Underwriting

Mortgage: Conventional fixed mortgage

Complaint: I was called by Quicken loans and offered a deal on a refi i told them i would only think about it they could offer me a good deal on a fifteen yr with a lower rate they made me a offer. we took the next step in the process which told i had to give a {$500.00} deposit to proceed and told it was refundable, when i got good faith estimate my wife and looked it over and we decided to withdraw from loan XXXX/XXXX/2015 i tried to contact the adviser and was able to get in touch him i had to call someone else they said they would withdraw the loan and everything will be all set, i followed up yesterday cause i had not got my refund yet and the person i spoke to looked in to it and said the loan had n't been withdrawn yet, i spoke with a supervisor they said they would look into it he called me back and said i would be able to get all of my refund because they had uncured charges during the process i called to withdraw 2 days before the appraisal so i should be able to get my money back, i was being charged ridiculous amounts and fees in closing costs, Another company was able to offer me a better deal without all those fees and costs, they take good faith deposits and find a way to keep it if you withdraw.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-03

Columbia, MD

Application, originator, mortgage broker

Mortgage: FHA mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-02

Sherman, TX

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-02

Saint Paul, MN

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I can not get a mortgage rate quote from a mortgage originator without a credit report. Each credit report counts against my credit rating. This makes it practically impossible to shop around for rates and products.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-04-01

Montevallo, AL

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I applied for a loan refinance with Quicken Loans. This required an upfront payment of {$500.00} and an appraisal. The appraisal was completed and Quicken Loans gave me the details of the refinance package they could offer. Subsequently, I was offered a superior package from XXXX Bank. After much consideration, I decided to pursue the refinance with XXXX. On XXXX XXXX, Renasant and I emailed Quicken Loans and requested that the appraisal be transferred so that I could complete my refinance with XXXX. Quicken Loans chose to delay the transfer until they could speak with me. After several calls and emails, it was determined once again that I would pursue the refinance with XXXX. At this point, I was passed to a different group within Quicken Loans and told that my appraisal would not be transferred. I restated my request, but was told Quicken Loan 's company policy prohibited the transfer. I professionally expressed my frustration, and found only a cold indifference to my request. I paid Quicken Loans to engage the appraisal company. The appraisal should be transferred upon my request. It should not be held hostage in an effort to force me to transact with Quicken Loans. Furthermore, I should not be belittled for choosing to transact outside of Quicken Loans. Prior to my appraisal being held, I was told that my choice to deal with XXXX was ignorant. The specific words were, " Well, if you do n't know any better, [ you would choose XXXX ]. '' I am a XXXX, and I know the differences in the refinance packages being offered. XXXX came to me with a good offer right away, where Quicken Loans revised their offer XXXX times, only to offer something a few hundred dollars better ( after seeing the details of XXXX 's refinance offer ). Based upon this behavior, I chose XXXX, and I need my appraisal before my loan lock expires.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-04-01

Arsenal, PA

Settlement process and costs

Mortgage: Conventional fixed mortgage

Complaint: My husband and I applied for a mortgage refinance with Quicken Loans in order to remove the private mortgage insurance from our current mortgage. I was upfront with them from the beginning regarding the change in our tax rates and that a county/city tax bill was due to be paid from the escrow very soon, possibly before the day of closing. I asked them to be sure they had the most recent tax values prior to closing and they assured me the settlement company would research that for me. I found the bills posted on the county and city websites so assumed the settlement company would have no problem getting the information from the treasurer 's office directly. The day Quicken called to schedule the closing I noticed they had included the city taxes that had been paid by our current mortgage company a month earlier. I supplied a receipt and they rescheduled they called back a day later to reschedule the closing claiming they had verified the payment. My husband and I reviewed the tax numbers and saw they were in fact higher than the year before as expected so we felt Quicken had done their due diligence and gotten the updated tax bills so we signed the closing documents. Two days later Quicken called and said a special assessment had posted to our account and the taxes were going to be higher and in order to finish the closing Quicken needed an additional {$1100.00}. They claimed the documents had just posted to the county/city tax website, when in fact the documents had been there since XXXX 2014. We still were within the window to cancel the loan under the right to cancel clause, but Quicken said we forfeited our {$500.00} good faith deposit. I would like our {$500.00} return and an investigation into their practices.
Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-31

Ferndale, NY

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2015-03-31

Rockville, MD

Loan modification,collection,foreclosure

Mortgage: FHA mortgage

Complaint: My loan company Quicken Loans is trying to auction off my home. They have not allowed me the opportunity to go through mediation as required by Maryland law and they have not reviewed me for ANY programs that may help me save my home. This is an FHA loan and I have been told that there are several programs available on FHA loans to help homeowners who are struggling. I had a hardship and it caused me to fall behind on my loan but I have recovered from this and am working and trying to fix the problem with Quicken Loans. However, they tell me I have to pay them all the late payments at once or they will auction my home. I live here with my wife and XXXX children and I do not want this to happen. I bought my home in XXXX and completed an FHA streamline refinance through Quicken Loans in XXXX. In XXXX XXXX my wife was pregnant and she saw a large snake in our house. She was very scared and essentially refused to live in the house because she was scared for the baby and for our other small child. So we had to move out of our home and stay at my mother 's house for XXXX months. I had to pay my mother rent, as well as pay the utilities and mortgage payment on our home. A couple of months later I began falling behind on the mortgage payment. My wife insisted that I hire people to come out and clean out the entire house and treat it with reptile repellent. This was expensive and it took a while to get this done. Shortly after I began missing payments I tried to start the review process with Quicken Loans. I was assigned a case manager but I was rarely able to speak with this person, and instead talked to other workers who were not knowledgeable. This went round and round for XXXX months -- I would be told I am now in review with the underwriter, then I find out a couple of months later that the review was not completed because of this or that document and now we need to start over. This is not acceptable. We have moved back into our house, so the hardship has passed. I am gainfully employed and can afford a fair mortgage payment. However Quicken Loans has not given me any options other than full reinstatement, which I am not able to do.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-03-30

Succasunna, NJ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

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

Disputed: Yes Timely Response

2015-03-27

Zanesville, OH

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I applied with Quicken Loans to purchase a home in XXXX. Our current residence is XXXX and I am a XXXX, XXXX employed for over XXXX years. We have high credit scores, a low debt to income ratio, and we are paying almost XXXX percent down. The reason for our decline is that Quicken is stating they will not do a loan for a XXXX employed person moving out of XXXX. This is quite a statement coming from a company who markets all over the United States. I can do business in XXXX or any State from any location. Our company has the tools to use the internet to conduct our business without having to meet face to face. My wife and I have been discriminated against based on a XXXX employment income. We have a ten thousand dollar deposit on the house and may very well lose that deposit.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response

2015-03-27

Grosse Ile, MI

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I was looking for a Mortgage in XXXX of last year. I contacted quicken loans. They pulled my credit and told me at that point that I need to sell my old home to get another mortgage. At that point I was not interested in the loan. I got calls repeatedly and I informed them I am not interested in the loan. They pulled my credit again in XXXX of 2014 without my permission. When I called Quicken loans, I was lied to and said, oh this is a soft pull and does not effect your credit. I contacted Quicken to get this inquiry pulled. The refuse to remove it stating that I signed a document stating that they can pull my credit whenever they want. I told them that I am no longer interested in the loan and they should not have pulled my credit without asking me.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: Yes Timely Response

2015-03-26

Charlotte, NC

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I applied for a loan with Quicken Loans. I was pre-qualified not long after submitting my application and was requested to pay the non-refundable {$500.00} towards an appraisal. Once the appraisal fee was paid, my application went to the underwriter for review. On XXXX XXXX, 2015 my real-estate agent and builder received a letter indicating my loan application had been approved and fully underwritten. The letter indicated that my income, employment, and credit scores have been verified, but my loan had been approved contingent upon receiving the appraisal, title commitment and homeowners insurance. All of which were completed within weeks of this notice and a closing date of XXXX XXXX, 2015 had been scheduled. At this point, I completed the final earnest deposit installment with the builder for a total of {$12000.00} which authorized the builder to began making a few requested customizations to the home and set an closing date as well. A few days into this process I received a call from a Rep asking me to provide proof of timely payments for a previous mortgager lender because my report show untimely payments. Again, I provided this information immediately ; however, I received a formal denial letter on XXXX XXXX that my loan was denied due to past credit history. After providing proof of timely payments, completion of a credit supplement/rescore, credit verification phone interview and providing an explanation letter Quicken reversed the original denial and approved my loan for the XXXX time. In my opinion, reviewing past credit history is mortgage underwriting XXXX. Why did Quicken approve my loan initially, advise my realtor and builder, then ask for supporting documentation only to deny the loan? The builder, XXXX XXXX has now instructed me that because they have set XXXX closing dates and because I did n't close, I am now considered in default of my contract and they will be retaining my {$12000.00} earnest money deposit. I am in no financial position to write off {$12000.00} due to the incompetence of a mortgage lender. If my loan application did not meet Quicken 's criteria I should have never been lead not XXXX, but XXXX and placing my life savings in jeopardy. I am requesting that Quicken reimburse me for the earnest deposit in the amount of {$12000.00}. I will also be reporting this issue with my employer who endorsed Quicken loans as well as offered incentives to open loans with this organization.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Untimely Response

2015-03-25

Billerica, MA

Credit decision / Underwriting

Mortgage: FHA mortgage

Complaint: Quicken Loans has given me XXXX approval letters stating that my loan has been approved and FULLY underwritten in accordance of the underwriting guidelines. 5 days before closing XXXX XXXX, Solution Consultant for Quicken Loans, informed me that they still needed more time and that the loan HAS NOT been approved by their underwriters. Due to this, I have lost ALL deposits for the purchase of the home I was interested in buying since the approval letter was emailed from the loan consultant to my broker. A total of {$3300.00}.
Company Response: Company chooses not to provide a public response Closed with explanation

Disputed: No Timely Response