Consumer complaint received 2019-06-13
Company: Rocket Mortgage, LLC
State: ME
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Loan originated with XXXX, transferred to XXXX, and to Quicken on XX/XX/XXXX Last printed statement received statement date XX/XX/XXXX. Statements resumed on XX/XX/XXXX. 

I am writing this letter to dispute {$710.00} in late fees charged by Quicken. Below is the summary of events and what I have done to reconcile with Quicken but to no avail. 

My husband, XXXX XXXX XXXX filed Chapter XXXX bankruptcy in XXXX as a result of a shuttered company of which he was part owner. However, I did not need to declare. After he declared, our monthly bill from Quicken ceased as did any ability to access the account online and I continued to pay monthly. In XXXX of XXXX, my husband was in a XXXX hospital having the first of several medical procedures. From then on, his health significantly declined and he subsequently passed away in XXXX of XXXX. Following his death, I was in a state of shock and overwhelmed with grief. 

I subsequently began receiving refinance solicitations from Quicken, and, in late XX/XX/XXXX, I began discussions with XXXX XXXX. It was during these discussions that I asked to have statements sent to me. On XX/XX/XXXX, I was referred to XXXX XXXX, Account Resolution Specialist, who emailed me stating that statements were not being mailed because the loan had not been reaffirmed after the bankruptcy. At this point I contacted XXXX XXXX ( XXXX bankruptcy attorney ), who informed me that I did not need to reaffirm the loan since I had never declared bankruptcy. ( XXXX also informed me that he had tried to contact Quicken several times prior to XXXX passing to reaffirm on XXXX behalf but never received a response from Quicken. Ironically, this entire situation likely would have been avoided if Quicken had responded to these reaffirmation requests ). I responded to XXXX and never heard anything further from her. I then received a link to view my mortgage online through Rocket Mortgage. The only document available at that time was the XXXX tax statement, which I printed. All statements have since become available on line. 

I finally received my first statement in XX/XX/XXXX, which stated I owed {$2100.00}. I made my regular monthly payment of {$1400.00} and called regarding my account when I returned from vacation in XXXX. It was during this discussion that I was informed I had missed a payment in XXXX of XXXX ( when my husband was in the hospital ). Subsequently my account accrued {$710.00} in late fees over the course of several months. I was never informed of the missed XXXX payment, never received any calls or monthly statements, and did not have online access to my account prior to my refinance discussions with XXXX XXXX. As a result, I proceeded to pay my regular monthly payment over the course of the past year in accordance with my normal repayment schedule with no ability to learn that I had inadvertently missed a payment and accrued late fees. What if Quicken had not solicited me for refinance? Would they still be charging me late fees each month without my knowledge and not sending statements or allowing access to my account? Additionally, I requested statements and access to information regarding my account in XXXX and it took two months for XXXX to finally send me a statement ( XXXX ), all the while, late fees were accruing on my account without my knowledge. 

On XX/XX/XXXX, I talked with XXXX XXXX, Servicing Resolution Specialist, who informed me that the missed payment in XXXX of XXXX began the series of late payments which were accruing monthly. She waived the current late fee but said she could not waive the others and {$710.00} would remain on my mortgage until paid. Through tedious effort on the Rocket Mortgage site, I was finally able to learn how the {$710.00} was accrued. 
On XX/XX/XXXX, after thinking more about the situation, I emailed XXXX and stated my position. She repeated that I am responsible for the loan even though I was not receiving statements. I emphasized that I am fully aware of my responsibility and truly thought I had been paying on time every month! On XX/XX/XXXX, I again elaborated my case. Her response was to call which I did. We were going in circles so I asked to speak to someone with more authority. My call was transferred to XXXX another Account Resolution Specialist. He said that Quicken could not contact me because the loan is protected, that I am responsible for the loan even though I was not receiving statements, and that he was unable waive any late fees. Again, we were going in circles, but before terminating the call, I asked that he make note that I am unwilling to accept Quickens handling of these late fees. 

In summary, I understand that I am fully responsible for the repayment of my loan, and I would have gladly resolved the late payment immediately had I been notified or had access to statements in XXXX. I have since become aware that I missed a payment in XX/XX/XXXX, which was an oversight on my part due to my husband 's declining health. The Periodic Statement Rule mandates that mortgage servicers must provide a mortgage statement each billing cycle, within four days after the end of the courtesy period of the previous billing cycle, yet I never received any statements for XXXX or any other notification related to charges on my loan. It is deceptive of Quicken to cease all communication with me regarding this loan and then charge multiple late charges without any notification or statements when I DID NOT declare bankruptcy and I remained fully responsible for this debt as noted by the continued monthly payments. My one missed payment was an oversight and I accept responsibility for the corresponding late fee, however, I should not be responsible for the late fees assessed to my account after the XX/XX/XXXX payment since I did not receive or have online access to any statements or notification to be made aware of any issues with my account, despite Quicken 's responsibility to send me monthly statements. 

Your attention to this matter is much appreciated.

Company response to consumer: Closed with explanation