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Why Our Clients Call Us - Quicken Loans Zing BlogAs of December 19, 2017, MyQL is now referred to as Rocket Mortgage.

Sometimes when you do things to make your life a little bit easier, you wind up making it more complicated than it should be. One thing I’m ridiculous about is leaving my house on time in the morning. I can’t seem to get it through my thick skull that if I get my kids’ things ready and organized the night before, I won’t have to run around like a chicken with my head cut off hollering “We’re late! Let’s go! Let’s go!” every morning.

It’s our mission at Quicken Loans to make our clients’ lives easier so they can focus on the things that matter. One of the ways we do this is by helping our clients find more convenient and efficient ways to manage their mortgage. Many of our clients call to talk to our servicing team about things they could do on MyQL.com.

So, in an effort to educate and provide great options to our clients, let’s go over the numbers and see why our clients called us in December 2014.

70,765 – The number of clients who called to make a monthly payment.

Most of these clients said they called because they thought paying over the phone was more convenient and easy.

While we try to make it easy for our clients to pay whatever way works best for them, paying online through MyQL.com takes roughly 2 minutes (versus the average of 10 minutes over the phone). I’d say that’s super easy and definitely more convenient!

15,554 – The number of clients who called about their taxes and/or insurance.

Many clients called to ask where and when they need to collect their tax bills, and how they should send the bill to us. Simply put – they don’t have to! We partner with a company that collects all tax and insurance bills and pays them on your behalf. Additionally, we pay before those bills are ever due – and we pay early enough to get you the discounted rate, if applicable! We do our best to make your mortgage and mortgage payments as worry-free as possible.

12,140 – The number of clients who had questions about escrow.

Oh, escrow, must you always be so confusing and difficult? No! Because at Quicken Loans, we try to think of everything! In fact, we put together this great video to help our clients understand their escrow accounts.

10,000 – The number of clients who called us for a mortgage review.

That’s great news because we wound up helping at least 25% of those clients improve their mortgage situation – often saving them hundreds on their monthly mortgage payments!

6,430 – The number of clients who called to change their personal information.

The fastest and easiest way to do this is on MyQL.com! Once you log in, at the top right of your screen are the words “My Settings.” Click this link to go to your personal settings page. This is where you can update nearly all your information!

4,257 – The number of clients who called to ask general questions about documents.
Nearly 800 of these clients called to ask about their 1098 tax form. This number jumps even higher in January when tax forms become available.

The easiest way to get information about any documentation is MyQL.com. Sensing a theme yet?
Once you’ve signed in to MyQL.com, you’ll notice a tab along the top titled “Documents.” If you click on that tab, it will take you to the Document page where you can read any documents that relate to your mortgage – things like billing statements, tax documents and more!

3 – The number of clients who called just to chat and say hello!

You know who you are! Talk to you next month!

As those three clients (and hopefully all of our clients) know, we’re always happy to take your call no matter what. Our team, based in Detroit, is ready to help you out and answer any questions you have along the way.

This Post Has 8 Comments

  1. Creative analysis ! I was fascinated by the information , Does someone know if I might be able to grab a template 2014 IRS 1098 document to fill in ?

  2. I encountered a situation last year which I continue to agonize over as I had no resolution with client services. I received an escrow analysis which showed a shortage in my account. I promptly paid this and subsequently received additional bills on future payments. (I use a bi-weekly payment servicer and wasn’t aware that I had to notify them of the increase. This assumption was based on the fact that I don’t deal with my taxes or insurance payments, Quicken does.)

    So I paid the additional $12.03 directly. When I no longer received these notices, I assumed that the bi-weekly service provider had come up to speed and everything was good.

    Then in late December I got a late payment notice including a late charge. The long and short of it is that apparently Quicken advanced the $12.03 shortage in November (when I assumed my servicer had come up to speed). Then in December they decided to withhold the entire amount received until the $12.03 was paid. I tried to take care of this but was locked out of your system and I could not get through by phone.

    I was finally able to reach someone on January 4 who explained things to me, took my payment and reversed the late charge on my account. I thought everything was good. But things got worse.

    I was reported to the credit bureaus for a late payment. Remember this late payment was over a presumed escrow shortage of $12.03 and now would be on my credit history for the next 7 years. Not that it matters to anyone, but I am nearing the end of my working days and this will effect my financial future. I also received a default package from Quicken, and a letter from Freddie Mac about a possible foreclosure after bringing my account up to date. I was in shock. I have lived in this house for 28 years and to have experienced this completely devastated me.

    Then a few weeks later I received a REFUND CHECK from my escrow account. The money I was being billed for was already in the account! They did another escrow analysis and finally came up with the correct payment amount. After all this, I tried to get Quicken to remove the late payment notice from my credit history, which I know they can do. But they refused and I continue to agonize over this.

    Every time I hear a commercial or read something about how great Quicken Loans® is in customer satisfaction I feel ill. I certainly would never recommend them to anyone.

  3. A QL mortgage rep called me with what I initially believed to be good news. A reduction in interest rate, lower PMI and, this would lower payments substantially. He ran through what I needed to do, seemed rather hurried to help me save. He spoke so fast he failed to mention I would have to come up with close to twenty-five hundred to get this new benefit!
    I sprang into action taking care of completing documents but, after hearing of the amount of money and, explaining that I had no access, I was passed on and soon received word of regret that time had “expired.”
    Would still welcome some type of assistance, what was this all about?

    1. Hi Patrick! I’ve passed your comment on to our team of home loan experts. Not sure what that cal was about specifically, but they’ll look into it and see what options you currently have.

  4. I asked to not have my taxes included in my payment n home owners insurance not included in my payments.I was told that I needed st least 12 months worth of payment history with quicken loans first.just came off a mortgage of 12 yrs with no taxes incl. in my previous payments with another co.n my credit history is excellent.As a result my payment went up for tax increase.When tax bill comes I pay exact amt. Not some figure that they estimate for following year which by the way is always more.no surprise there! And by the way …if U overpay n U ask for money back where is the interest on that money..U don’t get any! Hmm.sounds like somebody makes money with Ur extra dollars!

  5. I feel like i should not have to pay pmi i have had my home for 15 years and 50 dollars a monyh is ridiculous. I know my house is worth more than ql thinks and i have at lrast 20% equity. I yhink its just a way for quicken loans to make money so sad

    1. Hi Donna! I’ve passed your comment on to our client relations team who are looking into this. They’ll reach out soon to discuss.

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