2020 Home Mortgage
Home: Cameron, NC ($297,000)
Offer accepted: 9.25.2020
Earnest Money: $2,500
Contact date with Quicken Loans: 10.9.2020
DO NOT USE QUICKEN LOANS. MUTLIPLE ISSUES INCLUDING,
1) LACK OF COMMUNICATION
2) NO ORDER OR PRIORITIES
3) NO ACCOUNTABILITY
To whom it may concern,
Buyers beware! Quicken Loans is not as efficient as you’re lead to believe by their adds. We did the mock quote using their website late September. That same day our cell phones started blowing up with 4 to 6 calls a day soliciting our business even though I indicated we didn’t want to be contacted at that moment (weighing our options and reviews on several mortgage companies).
On first contact with Quicken Loans was with Keith J, our assigned loan officer. First contact was professional. He gave an initial rundown of what he needed to get us qualified for the loan. We advised him we wanted to use my VA loan option.
We submitted the requested documents and generated an account for our mortgage through the Rocket Mortgage portal.
Upon generating an account for both my wife and I on the Rocket Mortgage site, we noticed immediately an extensive list of to-do’s and documents to upload. The documents that were being requested were the same documents we had just sent to the loan officer. We called and spoke with Keith to confirm if we needed to upload the same documents. We were advised he would take care of this and then to log into our account and sign the application and disclosures.
We did as advised and the very first we noticed was the application is/was for an FHA loan, not a VA Loan. We reached back out to our loan officer, who in turn handed our packet off to another specialist within Quicken Loans on 10.12.2020.
The financial specialist reached out to my cell phone and email 10.13.2020 and I returned her call. However, we were unable to link up for a few days. I made several attempts to call her on her direct line and left a voice message each time asking to be reached prior to 5 p.m. On two occasions following my voice mail, I was called after 5 pm.
I was finally able to speak with the financial specialist who advised me on what debt I needed to liquidate in order to get a better rating for our VA loan. It took roughly 1 week to move the money and get the request letters from the creditors. At this point, I emailed the financial specialist back the requested documents. 2 Days later we received news our VA loan application was approved and that we needed to talk with the original loan officer (10.30.2020). Our closing costs were around $7700 at this point.
At this point, our seller started to get anxious as we didn’t have a closing date. Our seller asked us to get a “Letter of Commitment” from our mortgage company. We put in several phone calls (Voicemail because we couldn’t get our loan officer on the phone) and email requests to obtain this letter. From 30 October 2020 to 16 November my wife and I talked/emailed/texted 4 different people with Quicken Loans about getting a Letter of Commitment to finally be told you don’t get the letter until everything is completed/finalized for the full mortgage. Also, that information didn’t come from our loan officer, but a cohort within Quicken Loans.
Also, during this same time period, we received two emails (11.5.2020 and 11.12.2020). The first email was addressed to the “SELLER” advising us of the risk of lead-based paint. Why did it come addressed to the seller but we’re the client? The second email was another person within Quicken Loans, whom we’ve never had contact with nor were we notified by our loan officer about, asking for documents we had already signed the month earlier.
First week of November Keith J told us to wet sign the documents and upload them to our Rocket Mortgage account, which we did. A week later Ezik D contacts us asking why we haven’t signed our application. I informed him that we wet signed the documents and then uploaded to our account. He asked us why did we just not sign them electronically. I advised him that Keith told us to wet sign them and upload them. At that point we went back into our account and electronically signed the application. Two days later Ezik calls again asking us to electronically sign the documents. WE HAVE SIGNED THEM TWICE AT THIS POINT. Every time we tried to sign electronically it would not show up on their end as signed. Ezik then emailed copies of the documents for us to wet sign and then email back to him. This whole signing the application went on for almost a week and we signed 4 times. The following day, the Quicken Loans rep let us know it was good and he was sending the packet back to underwriting.
On 16 November we received an email from underwriting who let us know in order to have a closing date of 12.4.2020 we would need to complete our To-Do’s list in the Rocket Mortgage portal. My wife and I were dumbfounded at this moment, as we both had been in the portal not 20 minutes before receiving the email and there was nothing there.
Every time we asked Keith if we needed to address any of the “To Do’s” he said not to worry about it he had everything. This obviously was not the case. We did need to address all the items in our “To Do” The other item my underwriter needed was a detailed explanation of all my allotments I have on my retirement pay. I provided this information to Keith previously and again supplied it to my underwriter.
Middle of November now. While reviewing the information on our Rocket Mortgage account my wife noticed our closing cost had increased $2,000 since we signed the same paper work not more than a week earlier. I tried reaching out to Keith via phone and email for an explanation. At this point he stopped all communication with us. We never heard from him again since November 4th. Now we are assigned to Nicole A . I asked her why the increase in closing cost and she stated our LOAN OFFICER DID NOT LOCK OUR LOAN. Nicole jumped on it and had it locked at that; however, our closing costs still remained $2000 more. Needless to say, my wife and I are fuming at this point. Another fact, why did our closing costs increase when the national federal mortgage rates were still declining. Explanation????
At this point, we asked Nicole if the VA Appraisal had been ordered. She said it had not and that she was putting the request in (11.13.2020) and this would be one of the last pieces to complete besides the title work. Nicole advised the appraisal projected completion date was 11/22/2020. She also stated she saw notes that the appraisal may also be completed via desktop because of COVID. The sellers breathing down our necks for the appraisal to be completed. So now we have no idea if the appraiser was physically going to the home or just completing the appraisal from his/her office.
Because the seller is so frustrated as well with all these delays, she has now stated that she is adamant about not moving the closing date again. December 4th is now our official deadline. I informed Nicole of this and she noted the file.
We checked with Nicole on 11.23.2020 to see if the appraisal had been completed yet. She replied that the appraiser hadn’t been able to reach the seller to set up an appointment. We asked the underwriter what phone number they had for the seller, she stated, “(800)------,”. A full week went by at this point and they had the wrong number for the seller, which we supplied to Keith and Marcus S previously. Again, this shows the serious lack of communication within the organization. We then gave the correct phone number for the seller to the Nicole.
Our next check was Friday, November 27 to find out if the appraiser was able to reach the seller and set up the appointment. Nicole informed us that the appraisal was scheduled for Wednesday, November 25th. We texted the seller who confirmed that she had let the appraisal team in to complete the inspection. The appraiser told the seller that the appraisal would be completed and submitted any plenty of time to meet the December 4th closing date.
Our next contact with Nicole was Tuesday, December 1st inquiring if they had heard back from the appraisal team. Nicole states “She is working with the management company to see if the appraiser is able to submit the report in ASAP today (Dec 1st) to try to meet the closing date of December 4th”. She was waiting to hear back and will let us know any new updates.
Next contact to Nicole was Wednesday, December 2nd inquiring about the appraisal. Nicole states “The management company reached out to the appraiser to get an update” She was not showing they heard back yet. She sent another follow up that morning.
Morning of 3 December 2020, my wife texts Nicole again and receives a delayed response from someone named Adam on behalf of Nicole. At this point we know we are not closing on December 4th. Adam states “I can adjust the target closing date to 12/7 for now. In order to close on 12/7, we would need to have the full clear to close by 11am December 4th in order to close on 12/7”. He stated that they have reached out requesting an update with appraisal but not showing that a response has been received as of yet. He then asks if I am able to call the regional VA loan center. They would be able to check on the appraisal and request an update directly from the appraiser. They require the Veteran submit the request. Adam gives us no direction on how to contact the VA Loan Center. No phone number and no information that we would need to request the status of the appraisal. I find the phone number myself to the VA Loan Center and call trying to get the status of this appraisal only to find out they need a “CASE NUMBER” to look it up. They informed me that our Mortgage Company has this “CASE NUMBER”. Way to go Adam for not giving us this information when he asked “ME” to reach out to the VA Loan Center. My wife then texts Nicole again asking for the “CASE NUMBER” ASAP! Half an hour goes by and no response from Nicole which was very odd since she always responded within just a few minutes of my wife texting her.
My wife then calls Nicole’s line to expedite obtaining the “CASENUMBER”. She gets Nicole’s voicemail only to find out she is on vacation from Wednesday, December 2 through Wednesday, December 9th. Nicole had knowledge of our December 4th closing date. My wife presses 0 to speak with another specialist. She talks to Jessica who gave her the “CASE NUMBER” we need. She quickly passes this off to me. Ten minutes later my wife receives a text from Al stating he is helping out Nicole and that he is not showing that a “CASE NUMBER” has been received yet. COMMUNICATION IS SERIOUSLY LACKING!!!
I called the VA Loan Center and now we have to wait 24 hours.
I texted the seller to let her know we would not be closing on December 4th. She is obviously frustrated especially when she was told from the appraiser that it would be completed in plenty of time. I don’t know if she was feeling empathy for us, but we were able to push the closing date to Wednesday, October 9th. My wife left a message on her Rocket Mortgage account updating the closing date.