Consumer complaint received 2023-08-29
Company: Rocket Mortgage, LLC
State: AL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Trying to communicate with the company to fix an issue while managing or servicing your loan

Complaint:
I took part in the forbearance program, upon completion of the program, the mortgage company had me to re sign documents and had me to commit to payments being automatically taken out. The mortgage company also notified me that they would be reaching out to my spouse who was not responsible for the loan payout, so that she could re sign the instrument. The Notary called my spouse XX/XX/XXXX and set the date for XX/XX/XXXX. My spouse did not choose this date, the notary did. As promised the first payment ( automatically ) came out XX/XX/XXXX. On XX/XX/XXXX the payment automatically came out. On XX/XX/XXXX The Payment DID NOT automatically come out. So I contacted the mortgage company. They continued telling me that they needed to investigate the issue. While I waited, the company proceeded to report to my credit report that I was over 120 days late. They said it was because I did not fulfill my obligation of getting the note re signed. So all the forbearance days was added as non payment. This caused my credit to be negatively affected. I continued calling to find out what was happening, but kept being told that they were investigating it. So much time passed during this process, yet while I was waiting, their underwriter was working on closing out my loan without me knowing it. Then I received a letter that they were foreclosing on my property. I could not understand what was happening because the loan was suppose to be automatically taken out. Finally, the company explained to me that though my spouse was not responsible for the mortgage, she never submitted the papers she was suppose to sign. I tried to explain that this was a clerical error on their part because the notary is who assigned the date of the closing and who sent the papers out to the company. However, to date, they claimed they never received my spouses paperwork. I spoke with the notary who sent an email showing the date that the paperwork was sent. Now they are telling me that I will need to reapply for a loan on my home. This is impossible because they have hit my credit and I will not qualify, I will also lose my original rate that was before the rates went up. They have put me in a bind and refuse to work with me. As a matter of fact, the caller told me that next time I need to make sure the payment came out even though it was automatically coming out of my account. They refuse to help me fix the issue, they refuse to take responsibility for the issue and they are currently in the process of taking my home that I will not be able to afford with the new rate. I need help please, as this was not an error on my end. This was simply a clerical error. They told me that they closed the loan XX/XX/XXXX. The spouse signed the new instrument XX/XX/XXXX at the request of the notary they hired, this was more than enough time to get the documents by XX/XX/XXXX. Please please help as they have stopped communicating with me and have refused to take my payments. Thank you!!

Company response to consumer: Closed with explanation