Gisah Young
Lake Forest, CA
NMLS 1489071
Senior Support Banker
April Diaz
She was usually very helpful, responsive, and knowledgeable, but overall was difficult to work with for me as a first-time homebuyer. For context, I was the buyer assuming an existing loan.
At the beginning of the process, she was the second person from Rocket Mortgage to contact me saying she was my loan officer, just one day after I had already spoken with someone else who asked me all the same questions. As a first-time homebuyer, that made me worried that I wasn't actually talking to Rocket Mortgage and that I might be giving my personal information to the wrong person. Fortunately, I was able to verify everything.
After she submitted my application for processing, she reached out a few more times because additional information was needed. I wish she had explained that this meant my application was being sent back and resubmitted for review, which could potentially delay our closing date. Shortly after that, she let me know she was leaving on vacation for a few days before the weekend, but it ended up being two weeks. I wish I had known she would be gone that long. Her automatic replies initially stated she would return the next day and listed who to contact while she was away, but after we worked with those contacts the first day, they were unavailable or unable to help when we reached out again.
The seller and I spent four days calling every day and were transferred between several people before finally finding someone who could answer our questions, help us gather the correct paperwork, resolve a system issue, and move our application forward. While she was away, we had to work with four different loan officers just to figure out where our application was stuck and get it approved for the next stage. One of those officers was able to explain that our closing would most likely be delayed and gave us a more realistic timeline and update on our application. After working with each officer and finally getting the answers we needed, I emailed Gisah to update her on everything we had done. Only then did I receive an updated automatic response showing her actual return date, and we had no choice but to wait for her return the following week.
After she returned, three days before our anticipated closing date, she told us our loan was conditionally approved but also informed us that our closing had been delayed. By that point, it was too late for us to make other arrangements. We had been trying to complete the process as quickly as possible, and she had originally told us our estimated closing date was realistic. Because of the delays, both parties had to close later than expected. This affected the seller's purchase of their new home and delayed our rental contract transfer and move-in date.
Even after closing, I've continued having issues with my loan portal that still haven't been resolved. She is still listed as my point of contact, but when I ask for help, she directs me to customer service because my loan has already closed, while customer service often doesn't know how to help. I've been trying to get this resolved for three months.
Overall, she was responsive, knowledgeable, and helpful when she was available. However, the lack of communication during her extended absence and the difficulty getting assistance while she was away made what was already a stressful process much more frustrating.Read MoreRead Less
At the beginning of the process, she was the second person from Rocket Mortgage to contact me saying she was my loan officer, just one day after I had already spoken with someone else who asked me all the same questions. As a first-time homebuyer, that made me worried that I wasn't actually talking to Rocket Mortgage and that I might be giving my personal information to the wrong person. Fortunately, I was able to verify everything.
After she submitted my application for processing, she reached out a few more times because additional information was needed. I wish she had explained that this meant my application was being sent back and resubmitted for review, which could potentially delay our closing date. Shortly after that, she let me know she was leaving on vacation for a few days before the weekend, but it ended up being two weeks. I wish I had known she would be gone that long. Her automatic replies initially stated she would return the next day and listed who to contact while she was away, but after we worked with those contacts the first day, they were unavailable or unable to help when we reached out again.
The seller and I spent four days calling every day and were transferred between several people before finally finding someone who could answer our questions, help us gather the correct paperwork, resolve a system issue, and move our application forward. While she was away, we had to work with four different loan officers just to figure out where our application was stuck and get it approved for the next stage. One of those officers was able to explain that our closing would most likely be delayed and gave us a more realistic timeline and update on our application. After working with each officer and finally getting the answers we needed, I emailed Gisah to update her on everything we had done. Only then did I receive an updated automatic response showing her actual return date, and we had no choice but to wait for her return the following week.
After she returned, three days before our anticipated closing date, she told us our loan was conditionally approved but also informed us that our closing had been delayed. By that point, it was too late for us to make other arrangements. We had been trying to complete the process as quickly as possible, and she had originally told us our estimated closing date was realistic. Because of the delays, both parties had to close later than expected. This affected the seller's purchase of their new home and delayed our rental contract transfer and move-in date.
Even after closing, I've continued having issues with my loan portal that still haven't been resolved. She is still listed as my point of contact, but when I ask for help, she directs me to customer service because my loan has already closed, while customer service often doesn't know how to help. I've been trying to get this resolved for three months.
Overall, she was responsive, knowledgeable, and helpful when she was available. However, the lack of communication during her extended absence and the difficulty getting assistance while she was away made what was already a stressful process much more frustrating.Read MoreRead Less
