QUICKEN LOANS, INC.

2019-06-26

Charlottesville, VA

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-26

Key Biscayne, FL

Problem when making payments

Credit card or prepaid card: General-purpose credit card or charge card

You never received your bill or did not know a payment was due
Complaint: I was shocked when I reviewed my credit report and found 30 days late payment on the dates XX/XX/2019. I am not sure how this happened, I believe that I had made my payments to you when I received my statements. My only thought is that my monthly statement did not get to me.
Company Response: Closed with explanation

Timely Response

2019-06-26

Niverville, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I am a XXXX XXXX, and my client applied for a refinance of their primary residence on XX/XX/19. Borrower 's fico score is in the 660s and loan amount is {$130000.00}. The loan type is a Conventional Cash out Refinance of a primary Single family residence. Due to the fico score of the client and the loan size and refinance type the LLPAs on the rate are high compared to the average client with a higher fico score nationwide. Upon registering the file with the lender we were notified by the lender that the loan was failing the QM safe harbor test with regards to the APR being over the APOR by 1.5 percentage points. We adjusted the rate down with the borrower paying discount points to accomplish this. The rate was locked at this time. A month later we were notified that the APOR had decreased per the weekly publishing and the loan therefore had another safe harbor issue since the rates are decreasing rapidly. The problem is that the client was locked in a month earlier at higher rates. Now my client 's APR is being compared to the more recent lower APOR and has to pay more discount points to lower their rate more which is harming the client and making it nearly impossible for their loan to close. The Lender stated that they received the interpretation from the CFPB that the term " as of the date the interest rate is set '' from your publication means that every time a change happens to the loan ( i.e. loan amount changes, interest rate changes, ltv changes, etc. ) that the lender has to compare the APR on the file to the new available weekly APOR. This makes absolutely no sense and is harming consumers. How can a loan 's APR with an older Lock be compared to new rates ( APOR ) that have decreased. I have had 3 clients with this same issue in the past 30 days. I have reached out to all of my contacts at the lender and they are trying to find a work around, but nonetheless the CFPB needs to make it clear what they expect pertaining to what APOR to compare the APR to. A clearer definition of " at the time when the interest rate on a mortgage is set '' is needed. See section 4.3 What Makes a QM loan Higher -Priced 1026.43 ( b ) ( 4 ). Please advise whether the lender should be comparing the new weekly APOR to the APR on the file when the rate was locked several weeks prior or whether regardless of any changes to the loan the current APR on the file should be compared to the APOR from the week the rate was originally locked.
Company Response: Closed with explanation

Timely Response

2019-06-25

Nyc, NY

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: My name is XXXX XXXX XXXX. I was purchasing a home in XXXX Georgia through Quiken loan as the finance company. After giving Quicken. All require documents which they approved. They also set a closing date. They then ask me for ID. And I send it to them. After they notice that I was not born in this country. They denied my loan. Meanwhile Ive live in the U.S. for 50, years and work the same job, for over 25, years making {$160000.00} XXXX dollars annually. Plus I already owned 2, home one of which is a rental property in XXXX XXXX XXXX value at XXXX, XXXX. Did these people discriminate against my XXXX, or my XXXX XXXX. Or both. The lady who was doing the loan quit, and called me personally to Apologize for what happen to me. And ask me if I got the loan. Which I did in record time because I wouldve lost the house. They were other people who wanted the house. If any lawyer wants to take up this case please contact me at XXXX. Thank you.
Company Response: Closed with explanation

Timely Response

2019-06-23

Jersey City, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Rocket Mortgage escrows for my homeowners insurance. They have not paid the insurance and it is being cancelled. I notified them and the insurance company billed them. They do not pay the escrows timely.. They do promptly credit mortgage payments to the account. They cash checks but to do not credit account. I have sent them faxes and emails but they do not respond.
Company Response: Closed with explanation

Timely Response

2019-06-22

Las Vegas, NV

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I wanted to refinance with cash out. Quicken loans sent an XXXX and appraisal report came out lower than what comparables should have been, because the XXXX used smaller floor plans instead of same floor plans. When I researched I found out that Quicken hires and uses XXXX XXXX, which is a parent company. There is a clear " CONFLICT OF INTEREST '' since Lender/Client and XXXX are working for the same company!
Company Response: Closed with explanation

Timely Response

2019-06-21

Galena, OH

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: This is in continuation to complaint XXXX which Quicken Loans has closed without providing a resolution. I have attached a document which is the estimate and it shows adjustment and credits of {$6800.00} and they never gave explanation of this amount. They said that the tax credits was {$5300.00} so if that is the amount then how come they gave me a document which shows {$1500.00} more credit and it can not be earnest money deposit as it is mentioned separately in both the documents. So now they are contradicting their own statement and they didn't answer any question what I asked. I never attached the document which shows {$5300.00} and I asked the explanation of {$6800.00} but they didn't mention it in their reply. So if the tax credit was {$5300.00} then that means they applied additional discounts in the initial estimate at least for the amount of {$1500.00} but they took it off when they saw that closing amount is less and I am asking for the same credit.
Company Response: Closed with explanation

Timely Response

2019-06-20

Manhattan, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-20

Hinsdale, IL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I needed to pull money out of my home to purchase a piece of commercial property. I was shopping around for the best deal I could find. Quicken Loans had financed our home and I called to inquire about refinancing it. I have a lot of experience applying for credit and have found it customary to confirm date of birth and social to discuss options. NEVER has this meant WITHOUT THE EXPLICITE REQUEST FROM THE FINANCIER, AND PERMISSION GRANTED FROM THE CONSUMER to do a hard credit pull inquiry. I was NOT locking in a loan but requesting some information about what is possible. It is quite common to do a soft credit pull to get an idea of what is available and then once you decide to go forward for the lender to do a hard inquiry. However, that is not what happened here. Without permission or asking, Quicken loans upon what I thought was verifying my identity did a hard credit inquiry to my account. I believe they do this to 'lock ' you in and make you feel like you can not shop around. I needed to shop around because their offer was horrible so I escalated the call to a supervisor XXXX XXXX XXXX.XXXX.XXXX. He listened to my recorded call and agreed they could have asked for permission but said my confirmation of DOB and social gave them the right to. I DO NOT AGREE nor has any other lender since I have spoken to. Nor will any consumer think this is right as it is commonplace when discussing your financial account to request this information. This is an aggressive tactic on the part of Quicken Loans to move you through their 'engineered to amaze ' sales process and to subconsciously make a consumer feel he or she can not shop around because their credit was just affected. This is totally unacceptable. Shame on Quicken loan. Bottom line : I asked XXXX to remove the hard inquiry and he refused to. I am requesting you get them to remove the hard inquiry and make it clear to them that they ARE REQUIRED BY LAW to ask for permission and that the average consumer has no idea that confirming their identity will give them rights to do a hard inquiry and affect their credit. There is nothing 'amazing ' about feeling trapped and uninformed. I am taken back by their behavior and hope you are too. XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-06-18

Marlboro, MA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-06-18

De Soto, IA

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-06-18

Moapa, NV

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-17

Owasso, OK

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-17

Bremen, GA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Other personal consumer report

Received unsolicited financial product or insurance offers after opting out
Complaint: On XX/XX/XXXX, at approximately XXXX XXXX, I received an unsolicited call from a man by the name of XXXX, who identified himself as a loan tracker with my mortgage lender, Quicken Loans. He said that he had a couple of updates regarding my mortgage and then forwarded me to a Georgia specialist so that they could provide me with a little more information. He connected me with a man by the name of XXXX XXXX, who said he was a Senior Mortgage Banker with Quicken Loans and that I was in good hands. I told him I was interested in any updates concerning my mortgage and was hoping it was news of a lower interest rate to lower my payments. He told me that " of course we would have to verify your current information '' and I verified to him all of the information from my file including the last 4 digits of mine and my wifes social security numbers and how long we had been married. I told him that my credit was normally above 700 and that I had just gotten out of the hospital after an accident and was in a XXXX, but that we had talked about looking for ranch style homes in our area, or even considering building a new home in XXXX XXXX, Florida, as I had heard that there were some low interest loans to encourage rebuilding that area. I also explained to him that I had been in an accident at work last year and that right now, I did not have any income other than {$500.00} per week from Workers Comp but thought that Workers Compensation would probably award me a settlement or a weekly salary around XXXX or XXXX of this year. I explained to him that neither me or my wife had any income other than social security at the time. He said that he would put a note on my file to call me back in XXXX and we ended the call. Less than 30 minutes after our conversation, I was notified by XXXX XXXX that I had hard hits on all 3 of the reporting bureaus. At no time did Mr. XXXX ask for my permission to access my credit by inquiry. I record all of my calls and have listened to the recording of our conversation twice. Upon further investigation, it appears that they used a company by the name of XXXX XXXX to pull my credit. I take my credit rating very seriously and recently with a decrease in income, we have had difficulty keeping it about 700. A hard hit reduces my FICO and I had no intention of applying for another mortgage with them at this time. I called all 3 credit bureaus and explained it to them and they said to send each a letter disputing the action, and then to ask Quicken Loans to send a letter explaining the mistake. I have done this, but today, Quicken Loans refused to send letters to remove the inquiry. This is a fraudulent action and regretful decision as they have now lost a good customer who has been a customer for a long time and have never been late on a payment. If you like, I can forward the recording to you as I did to Quicken Loans so that you can hear both sides of the conversation. I have attempted to attach the recording to this form. I was amazed that a company like Quicken Loans would make unsolicited calls to their customers to trick them into checking their credit reports by acting like they are reading from your file ; but, even more amazed that they won't admit to such an unethical practice and help their own customers by sending a simple letter to the credit union to have the inquiry removed. As a senior citizen, I feel like this may be a common practice on the elderly. Any credit inquiries of my credit report on XX/XX/XXXX were obtained fraudulently and without express permission. Hard hits on my credit report from this action will stay on my credit report until XXXX or longer and affects how other creditors rate my financial responsibility. I offended by this unscrupulous practice and ask that the inquires on XX/XX/XXXX, be removed.
Company Response: Closed with explanation

Timely Response

2019-06-17

OR

Applying for a mortgage or refinancing an existing mortgage

Mortgage: VA mortgage

Complaint: I continue to have problems with Rocket Mortgage. The terms and conditions continue to change every time we go to close. I was to receive 2 months grace upon closing now it is 1 month. The amount has gone up {$1000.00}. The terms keep changing. If I had money
Company Response: Closed with explanation

Timely Response

2019-06-17

Phoenix, AZ

Trouble during payment process

Mortgage: VA mortgage

Complaint: I recently refinanced for a lower interest rate and now have a VA Loan with Quicken ( Rocket Mortgage ). The interest rate is 3.75 % APR. I have signed up for bi-weekly payments. After a few months of making bi-weekly payments I noticed the first payment each month was being held and not applied until the second payment was made. I contacted Quicken and asked them to start applying the payments as they were made. Quicken responded by saying they hold my first payment each month and don't give me credit until the second payment is made, but that my only advantage to making bi-weekly payments was the ability to make one extra payment per year. Quicken is reaping the benefits of early fund payments throughout the year, which should result in a reduced principal to me and less overall interest paid. Instead they are pocketing these extra funds. I am a XXXX-veteran and this is a VA loan. Are there any protections for me here and can this be forwarded to the VA for review of how Quicken handles all VA loans? I am pasting the conversation thread below with personal information removed. ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... ... Thank you for contacting us. I do apologize for any concern with the bi-weekly autopay! Whenever a partial payment is made on a monthly mortgage payment, it is placed in a suspense account until the remaining balance is received for that month. In this case, when the second half of the XXXX payment drafts on XX/XX/XXXX it will combine with the funds currently in suspense and be applied towards the month of XXXX. The bi-weekly auto pay saves you interest on the life of your loan because you pay more on the principal every year. Although we hold the first half of the payment and post the funds once the full amount is received, there is an additional half payment twice a year. These two extra half payments per year are directly applied towards the principal balance. In other words, the bi-weekly auto pay allows you to pay 13 payments per year rather than 12 payments, and the 13th payment is all applied towards your principal balance. Extra principal payments reduce the length of your loan, thus saves you interest overall. If in the future you have any questions or concerns about your loan, please feel free to contact the Client Relations Team as we are always happy to assist. I hope you enjoy the rest of your day! Remember, you can chat with us, view your account information, set up paperless billing, and schedule one-time and automatic payments on your Rocket Mortgage account. Sincerely, <Name Removed> Quicken Loans Client Relations Monday -Friday XXXX - XXXX EST Saturday XXXX - XXXX EST Chat with a Client Advocate : Click here Every client. Every time. No Exceptions. No Excuses. 1 ) I contacted customer service in XXXX and asked for this loan to be put on biweekly payments. I see my payments are scheduled biweekly but they are still being applied monthly. I specifically asked for this to take advantage of the early payment benefits from biweekly payments. Please adjust immediately. <Name Removed> <Name Removed> XXXX XXXX ( 19 minutes ago ) to Quicken <Name Removed>, So you're telling me that Quicken holds XXXX half payments and has the use of those funds all year long without giving me credit for the reduced days of principal each month? That adds up to quite a large amount over the life of the loan and does not offer the full benefits most institutions give for bi-weekly payments. I'm going to check with the VA on their stance for this practice and ask them to review how Quicken treats VA loans across the board. However, I will give you a high rating on your performance as your response was prompt and you seem knowledgeable and presented the information concisely. Regards, <Name Removed> On Mon, XX/XX/2019 at XXXX XXXX Quicken Loans XXXX wrote : Good morning, Mr. <Name Removed> Thank you for contacting us. I do apologize for any concern with the bi-weekly autopay! Whenever a partial payment is made on a monthly mortgage payment, it is placed in a suspense account until the remaining balance is received for that month. In this case, when the second half of the XXXX payment drafts on XX/XX/XXXX it will combine with the funds currently in suspense and be applied towards the month of XXXX. The bi-weekly auto pay saves you interest on the life of your loan because you pay more on the principal every year. Although we hold the first half of the payment and post the funds once the full amount is received, there is an additional half payment twice a year. These two extra half payments per year are directly applied towards the principal balance. In other words, the bi-weekly auto pay allows you to pay 13 payments per year rather than 12 payments, and the 13th payment is all applied towards your principal balance. Extra principal payments reduce the length of your loan, thus saves you interest overall. If in the future you have any questions or concerns about your loan, please feel free to contact the Client Relations Team as we are always happy to assist. I hope you enjoy the rest of your day! Remember, you can chat with us, view your account information, set up paperless billing, and schedule one-time and automatic payments on your Rocket Mortgage account. Sincerely, <Name Removed> Quicken Loans Client Relations Monday -Friday XXXX - XXXX EST Saturday XXXX - XXXX EST Chat with a Client Advocate : Click here Every client. Every time. No Exceptions. No Excuses. ************************************************************************* 1 ) I contacted customer service in XXXX and asked for this loan to be put on biweekly payments. I see my payments are scheduled biweekly but they are still being applied monthly. I specifically asked for this to take advantage of the early payment benefits from biweekly payments. Please adjust immediately.
Company Response: Closed with explanation

Timely Response

2019-06-17

Atlanta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Beginning in XX/XX/2019, I discovered my mortgage payments had not been applied to my account with Quicken and late fees were being applied even though Quicken has been cashing my payments every month on or before the XXXX when the mortgage payment is due. ( i.e. XXXX or XX/XX/XXXX ) I tried calling for several weeks and could never get anyone on the phone. Finally I spoke with someone a couple of weeks ago and was told my escrow payment was increased by {$260.00} each month due to earlier tax bills being anticipated 2 month earlier than normal! ( i.e. XXXX or XXXX instead of XXXX ) When I proceeded to tell the Quicken representative ( XXXX ) that is not true and to send me something in writing from my tax office, she said they didn't have anything in writing from the tax office. I made it very clear that I had spoken with my tax office as well as looked on the website for the 2019 tax bill due date and was told there is no bill date yet however each year its somewhere around late XXXX but bills should be mailed out sometime late XXXX or XXXX. I've also attached a screenshot from the county 's website which reflects this. After talking with this rep, I asked to escalate to a manager but was told I couldn't speak with any one higher in the organization or escalate my complaint. I was then called by another rep ( XXXX ) who at stated she talked with the county and the tax bills didn't have a due date but they have a potential to change based on when the tax bill is due and that Quicken would not be reversing any late payments on my account!!! How can a mortgage company increase my payment by $ XXXX/month and start charging me a late fee due to tax bills that have not been assessed nor has any indication of requiring payment earlier than what they have been over the last 20 years! This is mortgage fraud at its best! Please help!
Company Response: Closed with explanation

Timely Response

2019-06-13

Harsens Is, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: When originally applying for my mortgage, I submitted an offer to Quicken Loans that was submitted to the sellers. On the documents it clearly stated that I was using a conventional loan. After a week, they submitted me for a FHA loan without telling me or following what was clearly stated in my paperwork. They then contacted the listing agent stating my credit was so low I didnt qualify for an other loans. They withdrew funds from my account under false pretenses of the service that I was receiving.
Company Response: Closed with explanation

Timely Response

2019-06-13

ME

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loan originated with XXXX, transferred to XXXX, and to Quicken on XX/XX/XXXX Last printed statement received statement date XX/XX/XXXX. Statements resumed on XX/XX/XXXX. I am writing this letter to dispute {$710.00} in late fees charged by Quicken. Below is the summary of events and what I have done to reconcile with Quicken but to no avail. My husband, XXXX XXXX XXXX filed Chapter XXXX bankruptcy in XXXX as a result of a shuttered company of which he was part owner. However, I did not need to declare. After he declared, our monthly bill from Quicken ceased as did any ability to access the account online and I continued to pay monthly. In XXXX of XXXX, my husband was in a XXXX hospital having the first of several medical procedures. From then on, his health significantly declined and he subsequently passed away in XXXX of XXXX. Following his death, I was in a state of shock and overwhelmed with grief. I subsequently began receiving refinance solicitations from Quicken, and, in late XX/XX/XXXX, I began discussions with XXXX XXXX. It was during these discussions that I asked to have statements sent to me. On XX/XX/XXXX, I was referred to XXXX XXXX, Account Resolution Specialist, who emailed me stating that statements were not being mailed because the loan had not been reaffirmed after the bankruptcy. At this point I contacted XXXX XXXX ( XXXX bankruptcy attorney ), who informed me that I did not need to reaffirm the loan since I had never declared bankruptcy. ( XXXX also informed me that he had tried to contact Quicken several times prior to XXXX passing to reaffirm on XXXX behalf but never received a response from Quicken. Ironically, this entire situation likely would have been avoided if Quicken had responded to these reaffirmation requests ). I responded to XXXX and never heard anything further from her. I then received a link to view my mortgage online through Rocket Mortgage. The only document available at that time was the XXXX tax statement, which I printed. All statements have since become available on line. I finally received my first statement in XX/XX/XXXX, which stated I owed {$2100.00}. I made my regular monthly payment of {$1400.00} and called regarding my account when I returned from vacation in XXXX. It was during this discussion that I was informed I had missed a payment in XXXX of XXXX ( when my husband was in the hospital ). Subsequently my account accrued {$710.00} in late fees over the course of several months. I was never informed of the missed XXXX payment, never received any calls or monthly statements, and did not have online access to my account prior to my refinance discussions with XXXX XXXX. As a result, I proceeded to pay my regular monthly payment over the course of the past year in accordance with my normal repayment schedule with no ability to learn that I had inadvertently missed a payment and accrued late fees. What if Quicken had not solicited me for refinance? Would they still be charging me late fees each month without my knowledge and not sending statements or allowing access to my account? Additionally, I requested statements and access to information regarding my account in XXXX and it took two months for XXXX to finally send me a statement ( XXXX ), all the while, late fees were accruing on my account without my knowledge. On XX/XX/XXXX, I talked with XXXX XXXX, Servicing Resolution Specialist, who informed me that the missed payment in XXXX of XXXX began the series of late payments which were accruing monthly. She waived the current late fee but said she could not waive the others and {$710.00} would remain on my mortgage until paid. Through tedious effort on the Rocket Mortgage site, I was finally able to learn how the {$710.00} was accrued. On XX/XX/XXXX, after thinking more about the situation, I emailed XXXX and stated my position. She repeated that I am responsible for the loan even though I was not receiving statements. I emphasized that I am fully aware of my responsibility and truly thought I had been paying on time every month! On XX/XX/XXXX, I again elaborated my case. Her response was to call which I did. We were going in circles so I asked to speak to someone with more authority. My call was transferred to XXXX another Account Resolution Specialist. He said that Quicken could not contact me because the loan is protected, that I am responsible for the loan even though I was not receiving statements, and that he was unable waive any late fees. Again, we were going in circles, but before terminating the call, I asked that he make note that I am unwilling to accept Quickens handling of these late fees. In summary, I understand that I am fully responsible for the repayment of my loan, and I would have gladly resolved the late payment immediately had I been notified or had access to statements in XXXX. I have since become aware that I missed a payment in XX/XX/XXXX, which was an oversight on my part due to my husband 's declining health. The Periodic Statement Rule mandates that mortgage servicers must provide a mortgage statement each billing cycle, within four days after the end of the courtesy period of the previous billing cycle, yet I never received any statements for XXXX or any other notification related to charges on my loan. It is deceptive of Quicken to cease all communication with me regarding this loan and then charge multiple late charges without any notification or statements when I DID NOT declare bankruptcy and I remained fully responsible for this debt as noted by the continued monthly payments. My one missed payment was an oversight and I accept responsibility for the corresponding late fee, however, I should not be responsible for the late fees assessed to my account after the XX/XX/XXXX payment since I did not receive or have online access to any statements or notification to be made aware of any issues with my account, despite Quicken 's responsibility to send me monthly statements. Your attention to this matter is much appreciated.
Company Response: Closed with explanation

Timely Response

2019-06-13

Bohemia, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: I am refinancing my mortgage. I started the process with Quicken Loans. The initial disclosure was what I expected. The final disclosure was drastically different with less cash out, I wanted to know why so I read it. They added on discount points ... however my rate was the same, no discount. They had me at a 4.5 % rate with 2 points at about {$7000.00} tacked on. So not only was the rate above average at the time, but they were also charging me for it. I went to another company and got a lower rate with no points. The reason for my complaint? 1 ) They added it on at the end 2 ) The discount points are supposed to be bought in an agreement for a rate discount, there was none, I was given that rate which was above average and was never asked if I wanted to pay points to lower the rate. Is it illegal to charge discount points on a mortgage when the client is not made aware, and no real discount is given for paying said points? It seems like what would be an illegal practice to charge discount points without giving the discount on the rate
Company Response: Closed with explanation

Timely Response

2019-06-11

Bedford Park, IL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-10

Adelaide, CA

Improper use of your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Credit inquiries on your report that you don't recognize
Company Response: Closed with explanation

Timely Response

2019-06-10

Punta Gorda, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-06-10

Harrison, NY

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-06

TX

Struggling to pay mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Complaint: Various calls have been made to XXXX XXXX a/k/a Quicken Loan a/k/a Rocket Mortgage to avoid collection tactics and foreclosure threats. Over the course of several months, attempts to catch up with any missed payments have been met with confusing, complex inadequate help from Quicken Mortgage. Our family has suffered through weather disasters and a government shutdown recently. We were able to managed payments until a salary delayed caused a domino effect. A loss of income ( separation from my spouse ) decrease my income severely, A request was made to decrease payments, however, after several months I was given instructions to 'jump through hoops, '' in the form of asking for paystubs, which was ok, then bank-statements, which was ok, just to be told they did not receive them, then they did receive them but by that time, another month has passed, increasing payments, interest and late fees as well as reporting to the credit bureaus for 30 day late payment, then 60 day and 120 day. I was told to send them again, this was done on XX/XX/2019. We were told quicken needed updated bank statements. Then the same day we were told updated paystubs were needed. They received them but could not read them several weeks after they were sent. This sounds purposeful with the objective to get so far behind and poor credit we could wind up losing our home through deceitful tactics such as this and no way out but for me to file bankruptcy, I will fight to keep my home but will also report to others how tactics such as these are purposeful and made to keep consumers in poverty.
Company Response: Closed with explanation

Timely Response