Consumer complaint received 2022-09-27
Company: Rocket Mortgage, LLC
State: MN
Product: Mortgage
Sub-product: VA mortgage
Issue: Struggling to pay mortgage

Complaint:
My first complaint is with rocket mortgage, under the rest I was forced to sign documents for loan modification before assigning the law modification I had had several phone calls with them stating that I have a cognitive XXXX and needed someone to explain to me the modification. I never got that, I was told by multiple people that I would get the letter in the mail explaining the modification I never received a The modification letter, I was told that a traveling notary would come come to me and then they would explain the modification, The guy said to me that he did do loans at one point but he was not there to explain modification to me, I ended up signing them long anyway not having a full understanding of what it was that I was signing. 
I spoke with several reps on the phone on several occasions requesting an audit done on my account, I had one of their wraps go sit down with me and go over the payments made and some payments just don't seem to add up, I was set the letter stating that I had a credit and that I would be getting money back, I was told that the money was applied towards a past due account that was included in the modification. Because I have a VA loan there were several programs The bank could use to help me to bring my long current, The only thing that I got modified was a lower interest rate, while on forbearance they raise my mortgage, and then lowered it just shy of what I was already paying prior to forbearance. Once again I ask someone about having my account audited because I had other organizations help to pay some of the mortgage once again I was not given the opportunity to have that done I can't make it past the collection department who refuses to send my request through I spoke to them about home help and how they're helping me and how they said that they never received the information they requested to help bring my long current I had the request them to resend the information to them several times and still nothing I asked to speak to a supervisor and I was denied while talking to the rep today on the phone I thought that she was asking me general questions about meet myself and my income to find out that she was filling out an application on my behalf without my permission for their program called appetition for success I said to her I don't know anything about it and so she hasn't explained to me what what it entails she ignored me and continued asking me personal questions about my income where I lived what I did what I spent and I wanted to end a conversation and then she said that she would transfer me over to someone that I can talk to right away but this this was after telling me that there was no one that I can talk to that it would take them 24 to 48 hours to return my call I am emailing you at XXXX this conversation took place XXXX minutes ago The offices were closed so she had no intention on on transferring me to anyone. The only thing that I want is an audit on my account and for them to cooperate with home health to help bring my mortgage current these are the things that I've asked for in these little and more understanding about what it is that they're doing this no one seems to be able to get anywhere past collections I offer to make a payment today and told her that I can make another payment in XXXX but unless I paid the whole thing or completed an application for success I was not able to get any help I got disconnected instead. Oh not to mention they locked my account so I can not make any payments online. Therefore I am not able to make a payment.

Company response to consumer: Closed with explanation