Consumer complaint received 2020-03-31
Company: Rocket Mortgage, LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
My mother, XXXX XXXX, XXXX, became ill with XXXX XXXX in the middle of XXXX. I was employed XXXX XXXX   at the XXXX XXXX XXXX XXXX as a XXXX  XXXX My annual salary was {$33000.00}. My employer didn't have options that fit my situation so I resigned XXXX XXXX. 
The arrangement I had with my mom was for her to help pay our bills while I took care of her. I called Rocket Mortgage/Quicken Loans, Loan # XXXX, to inform them of my financial situation. My mother then proceeded to stall giving us help and by XXXX the situation had deteriorated so badly that after XXXX day my mom told me she didn't want me, or my XXXX kids, in her life anymore. We believe that she's suffering from XXXX because she has become combative and mean. 
By XXXX we were 3 months behind in our mortgage. I called Rocket/Quicken to explain the situation and they put us on a forbearance plan. The problem was that we didn't have enough money to even pay for the scheduled forbearance payments. 
Again I reached out because I knew the forbearance plan would have been withdrawn. I was able to send in {$500.00} in XXXX to at least show good faith. They cashed the check but I have not gotten an acceptable answer as to what happened to the money or how it was applied. 
Due to our low income I have a government issued XXXX phone. I am given 500 minutes a month. Every call to Rocket Mortgage/ Quicken Loans the first representative you get discusses your current status, then transfers the call to the Servicing Department , which is an estimated 13- 25 minutes. At that point I have wasted a little less than an hour on hold. When I go online to " Chat with Us '' the conversation always ends up having someone call me to discuss it because of the unusual circumstances and the entire phone call process is repeated. 
The first week in XXXX I got a job at a XXXX XXXX XXXX as a XXXX XXXX XXXX  making {$14.00} an hour, 40 hours a week. XX/XX/XXXX was my first day and XXXX was my last. Due to a law, of no fault of my own, I was let go immediately. 
The next Monday I was told by my brother that our father has XXXX   XXXX XXXX. I flew out to California to spend time with him before he passed away. When I got back home I called the mortgage company and explained again what was going on in my life. They had no solutions for me other than to ask if I wanted to reinstate the loan. I said yes even though I had no idea what that meant. 
My husband 's XXXXXXXX XXXX, XXXX and XXXX XXXX, XXXX and XXXX XXXX that started in XXXX is now completely gone with the cancellation of all public events, sports games ( both professional and youth ), and music venues nationwide. We have no chance of recovering from this because of the indefinite deadline of all events directly related to this catastrophe. 
We are now homeschooling our XXXX children all day. My husband, at XXXX, is trying to get a job as a XXXX XXXX XXXX. 
We desperately want to keep our home.I have filed my taxes and will have a return that will cover our outstanding payments and 2 more mortgage payments after that. We are hoping that by XXXX  we will be able to find jobs as the economy hopefully recovers. 
This is our family home. I have lived in this house since XXXX, and purchased it in XXXX. I have raised my XXXX children here and want to live here the rest of my life. 
Thank you for taking the time to read this. Your understanding and support are very appreciated and we are grateful for any help you can give us. We are anxious to cooperate in anyway we can. 
We hope this finds you and your family safe and healthy. 
XXXX XXXX XXXX XXXX XXXX XXXX TN XXXX ( XXXX ) XXXX ( XXXX ) XXXX

Company response to consumer: Closed with explanation