Consumer complaint received 2018-10-23
Company: Rocket Mortgage, LLC
State: MD
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On Monday XX/XX/18, My Sister saw an email from Quicken Loan stating that because the full amount was not paid, a late fee as been added to account. She contacted them and was told that there was a shortage of {$7.00}. She explained that we did not receive a statement and that I used a previous bill to make payment. She was told that we were obligated to pay the late fee as we had been given a grace period before, she made payment of {$50.00}. My sister notified me and I contacted them after work to discuss issue. I spoke with a XXXX requesting to speak to a supervisor, she transferred me to XXXX who then transferred me XXXX XXXX ( the later identified herself as in the executive cooperate team ). I Recounted the situation to all and reiterated it several times to XXXX. We did not get the XXXX statement, I searched for a previous stub and fortunately found one, which I used for the amount and the address to send in payment. I did not realize the amount was different until the incident. I pleaded indicating that {$75.00} was a very high penalty and it should be waived in good faith. XXXX reiterated that it was done once before and could not be done again for the duration of the loan. I corrected her noting that it was not a late payment but a situation where what my sister wrote in words did not match the written figure, stating that we are humans. we do make mistakes. ( What actually occurred in that particular instance, my sister 's sick daughter was choking while she was writing the check, and she ran to care for her, she indicated she inadvertently completed the check. ) In this situation, I reiterated that we did not deliberate pay less or late, but a situation of using the only stub I could find without knowing it inaccurate ; as we did not receive the bill. XXXX told me that it was my responsibility to go online and review my account, that they mailed the bill, have no control over the post office delivery, the payment is due on the first of the month and that they were being nice by extending 15 days, that regardless, they would not remove the {$75.00} late fees because it had been done before. I responded that I was old fashioned, do not do online banking, it would not have occurred to me to go into the account, noting that their records would show that I have not access it since closing and only used it because it was their requirement to process loan. I I further noted that I know she is not responsible for postal errors but it does occur and cited recent incidents of other peoples mail in my box ; that the payment was made but unfortunately the stub was {$7.00} less than the current. XXXX continued to reiterate my responsibilities and that late fees will not be removed because it is my responsibility to make payment on the first of the month, also that Quicken Loan made several attempts to reach me by phone on XX/XX/18 but I did not respond. I indicated that there were no calls to my home or cell from them and that all I want to for the charges removed. She continued to reiterate their position, I told her that this was very disconcerting to me, that I was going to file complaint with XXXX XXXX consumer services and Maryland State Attorney 's Office as I consider their action harsh and unfair. She told me to go ahead but it wont change their decision and that she will investigate the calls and get back to me if I wanted. I responded that it did not matter to me, all I want is the removal of the {$75.00} late fee, the discussion was upsetting me and that I have had problems with Quicken Loan right after my deposit and that I was going to change mortgage company. 
( My sister and I are co-owners of property and we write checks after deductions of all monthly utilities ( which varies ), so we do not write the mortgage checks for the same amount every month, as a result of this, we could not use the payments from the previous checks to make XXXX 's payment ). 
Please help us get justice.

Company response to consumer: Closed with explanation