Consumer complaint received 2020-05-16
Company: Rocket Mortgage, LLC
State: AR
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I had a XXXX XXXX XX/XX/XXXX, my husband had XXXX XXXX XXXX XX/XX/XXXX. I called my servicer, Quicken Loans in XXXX, wanting to make a partial payment and set up a repayment plan as I was two months behind in payments, still had not returned to work and would need to be out longer due to my husband 's condition. Rather than do as I asked they told me I needed to be in a forebearance plan, which would make my XXXX payment {$50.00}. Thinking this would be a lifesaver, I agreed, only to get the paperwork and realize that at the end of the month I would be required to pay back any past due amounts. I called again and was told I should apply for a loan modification for which I immediately filled out the paperwork and sent in. That was the start of the totally insane problems with this company. Being retired and receiving SSA, and having only worked part time until XXXX, my income was low. I am generally XXXX XXXX and can make what I need but not with my health issues. I sent them everything they asked for, again and again, a total of 4 times. I finally reached out to a XXXX XXXX XXXX   who was able to find one person who could understand what I had sent, the info was entered and viola I was approved for the modification trial. I had been making 1-2 payments per month and was on track to having the mortgage caught up by XX/XX/XXXX. When accepted for the modification it was suggested to me that since that first payment was XXXX the payment scheduled for XXXX could be cancelled, so I did that. I made every modification payment on the XXXX XXXX/XXXX/XXXX, plus called weekly as asked. Along this process I had received a " Due on Sale '' letter telling me I had " sold my property '' - the highway had taken .16 acres for an extended culvert in XXXX, for which I had to comply, The State was supposed to get the approval from Quicken, but apparently they did not. I spoke with the person and they were going to investigate further and I sent in detailed info from the state, etc. In XXXX I had not heard anything so I called and was told the modification had been approved, the paperwork had been sent, and to call them so they could send someone to notarize the signature. I was to make payments for XX/XX/XXXX & XX/XX/XXXX and authorize auto-payments starting XXXX, which I did, and at that point the mortgage would be renewed. Then on XX/XX/XXXX I get emails stating the XXXX and XXXX payments had been cancelled. I immediately called Quicken, they said they were awaiting info from the FHA, but meantime " you can always go elsewhere and get another loan. '' I received a " Loan Cancellation '' letter. After nearly a year of " late '' payments ( since what I paid was not my mortgage payment ) who is going to give me a mortgage? I am going to be XXXX in XXXX. This is my home ... and I am terribly frightened, I contacted Arkansas Legal Aid who is sending in a Letter of Error which hopefully will help. But I do not trust this company in any way, shape or form. They have lied to me, convinced me to do an absolutely insane modification process rather than a pay-off plan which I wanted, and are now threatening to take my property. I am XXXX years old ... this is my home.

Company response to consumer: Closed with explanation