Consumer complaint received 2019-10-29
Company: Rocket Mortgage, LLC
State: CT
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I am in need of any help I can receive. I live in XXXX, Connecticut where my husband and I bought our home in XXXX. In XXXX we lost half of our income due to only one of us being employed. We tried to keep up on payments on our mortgage but we officially started to fall behind in XXXX and it has been very hard to catch back up with only one income. We were able to get a loan modification in XXXX of XXXX but the payments werent affordable and we felt forced to accept because it was the only option to save our home. So then we started to fall behind again in XXXX of XXXX and eventually went into foreclosure. 
In XXXX of XXXX we tried to start the process to apply for modification to see if the lender would work with us and understand our employment hardship and offer us a more affordable payment because all we want is to stay in our home. This is where the problems began with our lender, when we had a foreclosure sale date of XX/XX/XXXX. We sent in all the documents for the lender to look at on XX/XX/XXXX. First, they wouldnt accept our application and told us for weeks we had missing documents and continued to request paystubs from my husband, who we told them wasnt working many times and even wrote a letter explaining his unemployment when they asked us for it. One example of this is when I called at XXXX PST on XX/XX/XXXX and spoke with XXXX XXXX and XXXX XXXX I dont have his last name because wouldnt give me his last name or department he worked in, and they told me they needed my paystubs, even though I had faxed them over the day before and also told me our forms were filled out incorrectly and even more. But we still fixed what they said was wrong and sent them everything. This went on for weeks. Then on XX/XX/XXXX I call the lender at XXXX PST and spoke with a XXXX XXXX who told me that they had all of my documents and that my sales date was put on hold. Then XX/XX/XXXX an appraiser and an attorney came to my house and said that my house was going to auction that but when I called the lender they said the sale date was postponed. I called back on XX/XX/XXXX at XXXX PST to see what was going on because I heard nothing and I spoke with XXXX XXXX and again he would not give me his last name, and he told me that my documents were under review still and that the foreclosure sale date was on hold and to call back next week for an update. I did call back a week later on XX/XX/XXXX at XXXX PST and I spoke with XXXX and she said she worked in Account Resolutions department and she told me that she saw that the XX/XX/XXXX sales date was still on my home, but told me they needed paystubs again and that I need to send them in as soon as possible and they gave me a phone number for the foreclosure attorney XXXX XXXX XXXX and said to call them and they will give me more information on the sales date. I called the attorney several times and left voicemails and I got no calls back, I found out later that I was given wrong number. I faxed my paystubs in on XX/XX/XXXX and on the same day I got a letter in the mail that said the lender denied my application because the foreclosure sale date had already passed. I called on XX/XX/XXXX at XXXX PST to see if they got the paystubs and to see about the denial letter and I spoke with XXXX XXXX and he told me to speak with XXXX  in Account Resolutions and they told me that my home had went through the foreclosure auction and there was no way I could save it and when I explained to her my situation and what was going on she hung up on me. I called back right away at XXXX PST and spoke with XXXX in Account Resolution and she said that they had no options available to help me because my home had already went to the auction. When I asked her about why my home sold when they told me a couple times the sale date was postponed she said that we had incomplete information on two pages in our application, said we were missing a hardship affidavit, even though we submitted one, and also she said the needed income information for my husband when we had clearly already told them more than once he was not working and didnt have paystubs. Up until this point, I have no letters from the lender telling us they needed more documents from us or that we were denied for modification or that our home had been sold except for the denial letter I received on the XXXX of XXXX. I called again on XX/XX/XXXX at XXXX PST to try to see what was going on and spoke with XXXX XXXX and XXXX in Account Resolution who told me my application for assistance was denied because of lack of information and told me they reached out to me requesting documents even though they didnt. She also claimed that they sent out a denial letter but couldnt tell me when they sent it out. She also told me that even though I had the names of people who told me the foreclosure sale date was postponed that she didnt see anywhere where the sales date was ever postponed and she gave me the number for XXXX XXXX XXXX XXXX XXXX that was again the wrong number. I had to look the attorney up on the web and call around until I finally got the right number and called XXXX XXXX XXXX at XXXX PST and spoke with XXXX who told me that my home was real estate owned and that they were instructed to move forward with the foreclosure sale by the lender because they did not have any open loss mitigation reviews, even though many different people told me my loan was in review. She also told me we did not reach out to them and I told her that the lender gave us the wrong number two times and we couldnt reach them. She told me she would call the lender and that the sale will be final on XX/XX/XXXX.

Company response to consumer: Closed with explanation