Consumer complaint received 2023-10-04
Company: Rocket Mortgage, LLC
State: FL
Product: Mortgage
Sub-product: Conventional home 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 changed banks and attempted to change the account and routing number my mortgage payment is processed through. On XX/XX/ Rocket Mortgage accepted my new account and routing number and proceeded to withdrawal a payment from my new bank account. The payment processed without an issue and the my account is current. 


Rocket Mortgage then proceeded to process another payment through my old bank account and routing number, and this did not go through. I received notification Rocket Mortgage will again be attempting to process this transaction. I notified Rocket Mortgage this account and routing number is for an old account and I have already made a payment for the month of XXXX and my account is current. Rocket Mortgage refuses to cancel the payment and continues to attempt to withdrawal money from an account I am in the process of closing for a mortgage payment I have already made. 

Rocket Mortgage refuses to cancel the duplicate payment and has informed me they will again attempt the transaction on XXXX XXXX XXXX XXXX XXXX XXXX XXXX ). 


Below is the email exchange with Rocket Mortgage. Please keep in mind my Rocket Mortgage account is current, there is no past due balance and there is no reason for them to attempt another payment. They have had over 72 hours to cancel this duplicate payment and still have another 48 hours to cancel it and they are refusing to do so and instead suggested I contact my bank about a transaction that has not even occurred yet and will not occur for another 48 hours. 

Good afternoon, Thank you for your email. We do apologize ; the payment was authorized when it was submitted on your Rocket Mortgage account. If funds are not in your account on XX/XX/, it will cause a non-sufficient fund fee, which can not be waived. 



Thank you and take care. 









XXXX Rocket Mortgage Servicing Team XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Every client. Every time. No Exceptions. No Excuses. 





I have talked to the bank, they have advised me to let you know in writing this payment you are going to attempt on the XXXX is not authorized. 


Sent from my XXXX XXXX XXXX XXXX XXXX XXXX XXXX Servicing Help XXXX wrote :? 
Good morning, Thank you so much for writing to Rocket Mortgage. Upon review of your account, we see that you were able to speak with our team regarding your payment and we explained that the second attempt would need to be stopped via reaching out to your bank. Please let us know if there's anything more we can do to help. 



Feel free to reach back out by chatting with us online, e-mail, or give us a call at ( XXXX ) XXXX if there is anything else we could help you with. 





Thank you for being a Rocket Mortgage client, and have a great day! 




XXXX Rocket Mortgage Servicing Team XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Every client. Every time. No Exceptions. No Excuses. 


On XXXX XXXX  I cancelled Auto Pay and switched bank accounts. There were two payments made on my account, one for an old bank account and one for a new bank account I set up. The old bank account ( ending in XXXX ) should not be used and will result in a failed transaction. The new bank account ending in XXXX is the only account that should be used for payments. I need you to cancel this attempt to withdrawal payment from the account ending in XXXX. I have already made a payment this month and my account is current, I do not know why you are attempting to process a second payment on my account. 




From : Rocket Mortgage Date XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Subject : URGENT : Your payment needs attention. 

Another attempt will be made. 
XXXX 
View Online Confirm your funds with your financial institution. 


Hi XXXX, Your bank notified us that there werent enough funds in your account for your recent mortgage payment. 

To fix this, were going to try to withdraw the payment again on XX/XX/2023. Please note that if this payment doesnt go through, you may be charged a fee and you will need to set up a new payment on Rocket Mortgage. Unfortunately, we cant cancel this second attempt to withdraw payment, so please make sure your account has at least {$1700.00}. 

See details below : Loan Information Loan ending in : XXXX Payment amount : {$1700.00} Next payment attempt : XX/XX/ This is an automated email, and responses are not monitored. Contact us if you have further questions. 

Rocket Mortgage, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation