Consumer complaint received 2022-01-22
Company: Rocket Mortgage, LLC
State: TN
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Rocket Mortgage purchased my loan in XX/XX/XXXX. After sending correspondence via mail, email and phone calls to inform me of this change with my mortgage, I proceeded to set-up an on-line account and monthly auto-payments which began in XX/XX/XXXX. Immediately, they began calling my mobile phone and sending emails trying to get me to refinance my loan. I told them I was not interested and that didn't matter to them. I received another phone call in mid XXXX pressuring me to do a refinance with them. The call first started with a female, then when I began to converse and explain that I wasn't interested, a male came on the call and began pressuring me to consider that they could do much better than my current loan. I very kindly explained that I'm not interested and they kept talking. This went on for more than five minutes and a request by me to stop contacting me but the man kept telling me how wrong I was not to consider refinancing. I finally had to hang up. I received two follow-up emails immediately after the call asking for me to " rate '' the caller and a copy of Rocket Mortgage privacy policy which apparently grants them permission to contact and harass customers. I logged onto their site and removed all phone numbers associated with my account so they would stop calling me. Unfortunately that didn't stop them. They began calling my home phone number which I'm not sure how they got it. 

After this continued harassment, I decided to contact my long-time mortgage broker and asked him to start a refinance of this mortgage to rid myself of Rocket Mortgage. This was in early XX/XX/XXXX. On XX/XX/XXXX, my mortgage broker requested a payoff from Rocket Mortgage which started another string of harassment calls. It was literally within 5 minutes of my mortgage broker calling them for the payoff that they call my home phone. I refused to answer and they continued to call every 2 hours through Tuesday, XX/XX/XXXX. I also received an email from XXXX XXXX, XXXX  of Mortgage banking for Rocket Mortgage stating that I had submitted a request which I had not. My mortgage broker requested a payoff and nothing came from me. For 5 days they harassed me and when they called at XXXX on Tuesday, XX/XX/XXXX, I answered and told them that I personally did not request anything from them and that a payoff had been ordered by my mortgage broker. The call started with a female and when I started to explain that I was refinancing my loan because of their harassment, a male came on the phone. He quickly stated that they could beat whatever rate I was getting eventhough I had already explained that I was refinancing the loan to get rid of their harassment. Multiple times I requested that they stop calling me and that they are harassing me and he kept trying to convince me to refinance with them. I've had mortgages since XXXX and Rocket Mortgage now joins XXXX as the only companies that harass their customers to try to get them to refinance. This company needs to be stopped! They only had my loan for two months and it was constant harassment and pressure. They need to be investigated and stopped from this behavior.

Company response to consumer: Closed with explanation