Consumer complaint received 2021-10-27
Company: Rocket Mortgage, LLC
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX, I was struggling to make my house payment do to health concerns. Unfortunately, I was missing a lot of work. That put my house into forbearance late winter, early spring XXXX. I lost my job and had to file for XXXX. Unfortunately, this is a horrible process. I had family helping me with the basics to keep my head above water but that left me very much in debt. I communicated my situation with my lender ( Rocket Mortgage ) at which time they seem very understanding. They always seems understanding, telling you what you need to hear but they dont help remedy your hardship. After I started receiving social security benefits I told them many many times I could make a payment but I couldnt keep the nearly XXXX payment I had prior. I was getting under half of what I was use to bringing home. 

Once the pandemic hit, they would ask if I could resume my monthly payments. Again, I would tell them I cant afford that payment. If we can get that payment down to something more reasonable I could manage. Instead they would say you qualify for an extension. I know I must sound very ignorant about all this well, thats because I am. After being married for 23 years and now doing this solo has been life changing. I apparently didnt understand what I was being set up for. They seemed genuinely concerned but at the same time I could not understand why they wouldnt rather I have a reduced payment then end up eventually facing foreclosure. Ive pleaded to Rocker Mortgage that all I need to stay in my home, with my kids, is to have a lower my payment. I was already at a higher interest rate to begin with and had PMI. During these months, I have asked repeatedly to please work with me on the payment. 

As of this month XX/XX/XXXX I come off of forbearance. After talking to 3 different resolution specialist I was told to follow the check in process online and answer the questions and from there it would be determine what options would be best. First off, I found that to be false. The questions that were asked had nothing to do with my current situation. It was basic questions like confirming my contact information. Once I hit submit the page the popped up was so alarming to me. Not only did they raise my interest rate, obviously that affect my monthly payment. So my monthly payment went up almost {$100.00}. Now you tell me how a person all this time has pleaded with them to work with me to lower my payment, instead extended my forbearance, for in the end, raise my interest rate to 5.25 % ( I believe thats what the raised it to ) and payment of around XXXX. 

My home loan as it stands is roughly XXXX. Im not in a high end fancy home. Im in a very modest home. Im trying here. Being in this position I can see now why so many home owners end up in foreclosure. I feel like Im being forced out of my home when all I need is a reduction in payment. Which is what I pleaded for all along. Reduce my interest rate. I have PMI. But XXXX, they raise it all for someone already in hardship. 

I really dont understand how they have these resolution specialist telling you that there is options that they can look at when in fact, there isnt any options. They dont look at the here and now. They dont say what can we do to keep this person in the home and still make it beneficial for us. I guess foreclosure is no lose to them. Im sure they are protected by any foreclosure debt. At some point things need to change for people. I feel really sorry for the people who have been dramatically effected by covid 19 and may face what I am. Its so sad.

Company response to consumer: Closed with explanation