Shawn Rajput
Detroit, MI
NMLS 2631212
Executive Banker
Kelly Wilson
I take back my former statement about Rocket Mortgage.
Unfortunately, after our refinance, our experience has been extremely disappointing. We were told we would not have a mortgage payment due until September 1st, yet Rocket Mortgage drafted our payment on August 1st.
When we called to resolve the issue, they expected us to pay the bank's stop payment fee and an additional $35 charge without giving us a clear explanation. Their mistake could have easily overdrafted our account if we hadn't had money set aside.
What was even more frustrating was that they wouldn't simply reverse the payment themselves. Instead, they wanted the payment to go through our bank, meaning we'd have to wait 5–7 business days to get our money back, rather than them covering the $38 stop payment fee caused by their error.
This situation has been incredibly frustrating and has completely changed my opinion. I take back my previous positive statement and cannot recommend Rocket Mortgage based on the way this issue was handled. Customer service should take responsibility when mistakes are made instead of passing the inconvenience and expense on to their customers.Read MoreRead Less
Unfortunately, after our refinance, our experience has been extremely disappointing. We were told we would not have a mortgage payment due until September 1st, yet Rocket Mortgage drafted our payment on August 1st.
When we called to resolve the issue, they expected us to pay the bank's stop payment fee and an additional $35 charge without giving us a clear explanation. Their mistake could have easily overdrafted our account if we hadn't had money set aside.
What was even more frustrating was that they wouldn't simply reverse the payment themselves. Instead, they wanted the payment to go through our bank, meaning we'd have to wait 5–7 business days to get our money back, rather than them covering the $38 stop payment fee caused by their error.
This situation has been incredibly frustrating and has completely changed my opinion. I take back my previous positive statement and cannot recommend Rocket Mortgage based on the way this issue was handled. Customer service should take responsibility when mistakes are made instead of passing the inconvenience and expense on to their customers.Read MoreRead Less
