Reviews (1)

The mortgage support specialist that I started working with months ago was very helpful in the selection of the loan and the origination of the refinancing process. However, it was very hard to get in touch with him after the process was started. I also used the dashboard chat feature many times to try to find out why the process to get ready for closing was taking so long. Although someone typically responded in a few days, they never were able to explain the holdup. I finally spoke to my original mortgage support specialist a few months in, who patched me through to another office that indicated the employment verification request slipped through the cracks. They jump-started the request for information from my employer, but it still took almost another month to have this finalized. In the meantime, I was notified that I was being transferred to a new mortgage support specialist, who I called to check on the status. He returned my voicemail the same day, but his tone was incredibly patronizing, and he told me there was nothing more he could do/no timeline he could give me since the final process was done by a third party and out of his hands. He said I would just need to wait, even though I had been waiting without any answers for more than two months at this point.

As a result, I started a new loan request with another bank. I only ended up sticking with Quicken because they managed to schedule my closing two weeks after that phone call and before my second loan application was finalized. If it weren’t for the convenience factor of the online interface and the fact that I was already with Quicken, I probably would have walked away.