Consumer complaint received 2023-01-11
Company: Rocket Mortgage, LLC
State: SC
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
I called the mortgage co to inform them that my Mom had passed and she told me that she had life XXXX on the mortgage and it would pay it off. They looked and come back and said yes she did and all I needed was to send them the death certificate and copy of my drives license and my appointment letter making me the Personal Representative for the Estate and once they got this info and the dept that handled that researched it and then it would only take 7 to 10 days to put the mortgage in my name!! The Deed and property taxes have been in my name! And I've been in probate for XX/XX/XXXX was 2 years now? They haven't helped me from that day in XXXX after they informed me my Mom had life XXXX on the mortgage? The only things they've done is filing two applications and 5 hard inquiries! And that hurt my credit by about 100 points! But I was told by an agent there that the score to get the mortgage transferred into my name was XXXX. And mine was XXXX! He said that he could talk his supervisor into waiving the one point? And this whole time they didn't mention the mortgage life insurance they told me she had that paid the mortgage off? They also tried a few times to draft the mortgage payment out of my Mom 's account and charged me a NSF of {$35.00} and late fee of {$16.00}! This was the XXXX of XXXX of XXXX  and I had already paid it with my checking acct and over the phone for over 5 years? I took over my Mom 's accts cause she was not comfortable and asked me to? I called the mortgage co and was upset about the charges and the harm those charges could have on my already low credit rating? She gave me a number that she said I could call and they would remove it from my credit? Turned out the number was not a working number? They also did NOT once to inform me that there were resources to help me with my situation and I missed a lot of chances to get the help I needed but have been used up now? They also, told me I'm the beginning that they were Quicken and that Rocket was taking over their mortgages and I kept getting Quicken statements and also Rocket statements? Now, in XXXX an agent from Quicken calls to tell me I needed to catch up my escrow and about 3 payments I'd missed? I tried the whole time she was making ridiculous payments arrangements for me to catch up, but I was told by both mortgage companies that if I made my payments every month then no one could put me out of my home I grew up in over 50+ years and spent the last 10+ years as caregiver for dear Mama! And I qualified for homestead exemption and I was called by an agent from the government he said that was told to offer a way that I could start paying more on my principal by lowering my interest rates? And gave me a loan modification offer of paying {$620.00} a month for 3 months and after I made those 3 pymts that after that they'd give me lowered pymts of only XXXX at a XXXX XXXX interest rate for the rest of the life of my loan? And that same day the XXXX of XXXX I'd also gotten a default letter stating I was 3 months pymts behind and at risk foreclosure? And he told me to ignore that letter? I told him I couldn't and I didn't even know if he he and the authority to tell me to ignore it? And then he tells me if I don't take it I'll lose the offer? Then I explained that I'd just qualified for homestead and was told by the tax accessor that this would lower my mortgage payment by at least {$100.00} to {$150.00} a month and he didn't even acknowledge that and told me that I had to catch up the escrow shortage in 9 days or loss it? I informed him that I was not making a huge decision like that without thinking about it a little bit and getting advice from my Aunt? He gave me 9 days! I got off the phone scared to death? I can't lose my childhood home that was willed to me and that my parents worked so hard all of their lives to make for us? They are all gone now and the memories I have in this home is all I have left of my immediate family! And I saw this resource called forebearance! And thought this would help give me a chance to figure out what I was going to do? The forebearance lady said I had to be at least one month behind? I told her I wasn't but just got a default letter? She checked and said I wasn't behind and to qualify I had to be at least one month? I told her that the XXXX I'd be late for this month? She said she had to ask her supervisor and come back with approval and I've been on it for I 6 months and the end of XXXX was my last day! And I've received nothing but another default letter this time it says I'm about 3 months behind, so I guess that means 7 months with the previous one? Anyway, I've learned that Rocket/Quicken have already raised my mortgage to {$650.00}.! And didn't even inform me? And this is the payments I owe back with the late fees while in forebearance! And I was offered a loan modification from Quicken who is now informing me when I told them Rocket had already given me one, that Rocket isn't able to because they were the originator of the loan and that they only service the loan! And I told her that I'd call her back! I called the agent I'd been trusting all this time and he informed me that Quicken wouldn't be calling me offering a loan modification and the name I gave him did not work for the company? I've gotten 4 fraudulent loan modifications! And I've reached out to HUD and FHA? No responses and I'm so scared I'm going to lose my home when I was told that it was already paid off to begin with and now after making all of my payments and being told that they couldn't put the mortgage in my make until Probate was over? And my probate counselor says that then my Personal Representative appointment would be over and that I wouldn't have my appointment to fight for what's already mine? So, she extended my appointment another year! Help me please because my next payment for this month is due and will be late the XXXX! And I can't afford the new payment of {$650.00} and I was making the old payment of {$500.00} a month, and really could of had it so much more affordable and not burden as much if they'd of deducted the homestead exemption like I was told they should've and didn't? I'd be so excited to be able to keep up payments of only {$300.00} to {$350.00} a month and I would be able to do that with no fear with my XXXX income! They aren't showing the same information on my mortgage statement this month and wanting me to call them? But, I can't trust them? And they were suppose to not charge me late fees on forebearance and report my mortgage payments as current on my credit report to help get me the credit to get the home in my name, but instead they've done nothing but default and a bill for over {$5000.00}! And I don't have any more answers not that it'd help anyway? Cause they are blatantly trying to fraudulently take my home that is priceless to me! Thank you for your patience and my slow typing! Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation