Consumer complaint received 2023-07-01
Company: Rocket Mortgage, LLC
State: TX
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process

Complaint:
Starting XX/XX/XXXX, Rocket mortgage request documents to assist with the application for success to reduce or repay a past due mortgage that remain after bankruptcy XXXX voluntary dismissal. An application was required, which was received and completed. Documents requested were sent multiple times, and the reply continues to be " we did not get them ''. XXXX was sent more than twice to request the same documents over and over. Several calls were made to Rocket Mortgage with the person from the accounts resolution team confirming the documents were received, however I was read the notes which stated all the information had not been received, then again maybe got cross in the mail and the account would be noted as such. This went on from XXXX to XXXX stating we was still missing something. HOWEVER, Rocket mortgage had no intentions of working with my wife and I at all. The rouse was to tell us that documents were not received while preparing default letters, then a fore- closure letter, stating that since documents were not received we are closing this file was only to buy time with a continued excuse Rocket Mortgage never received requested documents. A few days later I received a certified letter from their attorneys declaring the unpaid amount with numerous fees. All along the information was received but Rocket Mortgage are only interested in receiving {$3500.00} right now, along with the entire balance due in the amount of {$43000.00}. While this scheme went on every day, stating you miss a signature here, another mail said you left out the address, still another one, you didnt answer this question..for several weeks with an account resolution team member confirming, yes we received and maybe it just cross in the mail, afterwards we received another correspondence from Rocket Mortgage ; a enclosure letter stating that since the information was not received we are closing our efforts and foreclosure will continue. Since then, Ive received a certified copy of an order sent their attorneys with the intent to foreclose. I am filling this complaint regarding the lack of communication that appears to be INTENTIONAL with the unscrupulous efforts to attempt foreclosure. This is a HELOC loan that was taken out in XXXX, and now has a balance of {$43000.00} with {$3000.00} past due. 

Update : XX/XX/XXXX XX/XX/XXXX In XXXX of XXXX, marked the final of a payment planned proposed by Rocket Mortgage ( please see attachment ). Notice each payment was made, paid and cleared. However, the following days leading up to the month of XX/XX/XXXX, we were told that we owed {$530.00} for the month of XX/XX/XXXX. After being transferred several times to varies representatives and given different information each time a representative tries to use their faulty training to address this issue it is a different explanation. The account resolution team was contacted to attempted an resolves whats going on. I am on the phone with XXXX such person at this moment while typing this letter. The moment I have her the account under R : : of this letter, she stated we were behind for XXXX and XX/XX/XXXX. I wanted to yell you crooks!!!! No wander Rocket Mortgage has been sued and will continue to be sued!! 

This letter is to request and immediately correct conflicting information on this account which shows XXXX is past due.it is now XXXX. Fix this issue to ensure there are no late payments because payments in the payment plan were made and cleared ON TIME!!! XXXX is due, but we are being told we owe for XXXX, GET THIS CORRECTED IMMEDIATELY!! In the meantime, I am contacting all sources including private attorneys to get claims filed.

Company response to consumer: Closed with explanation