Quicken Loans review: Refinance handling

My Quicken Loan Number is [protected]

I refinanced my home mortgage with Quicken Loans. The closing was 12/7/20. SPS was my old mortgage company. Quicken sent them the payoff in the amount of $369, 724.00 after closing. SPS sent the payoff letter in November 2020. In the meantime, SPS sold my loan to Fay Servicing on 12/1/20. When SPS received the money they sent returned it to Quicken since they had sold the loan. I was not notified that Quicken had the money returned from SPS and apparently Quicken did nothing when they had the money returned.
By late December Fay Servicing starting calling me asking for my December mortgage payment. I told them I refinanced the house and Quicken paid off my old mortgage. This is when I called SPS and asked what happened and they said they forwarded the money when they received it. I assumed they meant they forwarded it to Fay Servicing.
In January I received a mortgage statement from Fay Servicing with December and January mortgages due. At this point I realized that nothing was being taken care of by SPS or Quicken. I then called Quicken in early January and they had done nothing about the returned funds at that time and had no idea SPS was sold to Fay Servicing. Shortly thereafter - Quicken contacted Fay Servicing and received a payoff letter from them. I believe on 1/15/21 Quicken paid off Fay Servicing. Unfortunately, due to the neglect of Quicken to follow up on the return pay-off fees from SPS - the Fay Servicing Pay-Off included December 2020 mortgage. If Quicken had done their job and taken care of the pay-off in as soon as the funds were returned - I would not have had to pay the December 2020 mortgage to Fay Servicing and it would not have been included in the payoff amount. I even sent emails to Quicken alerting them to the fact that I should not owe December 2020 and that Quicken was responsible for it.
I called Quicken and they told me "We sent the requested payoff amount to Fay Servicing as we are required to do so we met our obligations". Julia Robinson is who I spoke to. I explained over and over that since they are the people that were responsible for paying my old mortgage balance and they failed to follow up when funds were returned that they were responsible. I was treated rudely and was basically told to go away. No apology, no acceptance of their mistake - nothing.
Quicken was a bit confused because the SPS mortgage payoff amount for November 2020 was very similar to the Fay Servicing payoff amount for January 2021. This was because the SPS payoff letter was sent to Quicken before they received my November 2020 mortgage payment - so it was included in the payoff amount. Normally - if SPS had retained my mortgage - when they received the payoff amount SPS would have mailed me a check for my November 2020 mortgage. Since they sold my mortgage and returned the payoff - they kept my November 2020 mortgage payment (rightfully so) and applied it to my principle balance owed before they sold my mortgage to Fay Servicing on December 1, 2020.
The payoff amount was almost the same ($775.00 less payoff due to Fay Servicing) for Fay Servicing as the prior SPS quote because Fay Servicing now included December Mortgage which it never received from me because I thought it was paid off by Quicken. Quicken kept saying the payoff was a little less to Fay Servicing so why was I complaining. I explained that had SPS accepted the payoff from Quicken - SPS would have returned to me the November 2020 mortgage payment - because they received that amount in the payoff from Quicken. Since SPS had sold the mortgage - they had no reason to return my November 2020 payment.
If you have questions - please call me at [protected].