Consumer complaint received 2022-07-27
Company: Rocket Mortgage, LLC
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I was in Forbearance, about a month and 1/2 before exiting Forbearance, I applied for homeowners insurance program, XX/XX/XXXX. All info and Docs were submitted in a timely manor. Before exiting Forbearance! HAF shortly after sent my Servicer the papers that were signed for permission to request and return information requested to pertaining to delinquency/loan! Then around XXXX request sent to my Servicer for the XXXX XXXX. XX/XX/XXXX The program received the XXXX XXXX, but the XXXX was only good for a few days. Not enough time for the XXXX to review etc. Immediately the XXXX sent my Servicer another request for an updated V Record. Moving a bit further .... XX/XX/XXXX... I homeowner,, received a call and email from Servicer stating.. ( basics ) " I am aware you have applied for the Program, and a " Partial Claim '' ( WHICH I did Not ) anyway.. she goes onto to say..sat ... " you can't do both, and being that we waited long enough you need to sign the Partial Claim! And it has to be done by XX/XX/XXXX along with XXXX payments.. XXXX, XXXX & XXXX! All in 5 days!!!! I explained that the XXXX sent a new request XXXX a udated XXXX XXXX! That I'm an Approved! So in reality this Partial Claim doesn't have to be done!.. 
Ok, so lady from my XXXX just didn't care or wouldn't listen to that!!!!! She insisted on this Partial Claim! She told me she just needed to send their XXXX out to sign papers for the XXXX lein before the XXXX. I told her I lost a family member and had to go put of town, about XXXX XXXX hrs. Away to help with arrangements etc. She said she would send the notary to me! I thought, kinda rude, but whatever!. She said the notary would call me or my husband. I waited about 2 days or so. No call or email or text! I tried to call XXXX last! No answer. I emailed her, though I didn't have great internet service. I had to walk about a block and half away to email. I did this about dozen times or more! Stating.. I have not heard from a Notary.. ( I can make and take calls fine, just not good internet service ) ... ask several times in a email how do I make these XXXX payment??? ( didn't want to do it in the APP etc. And mess this up )... XXXX also stated that as far as the XXXX goes .. tye XXXX go in a Certain Order.. They Don't Go a Certain Way Just Because I SAY XXXX ( something to that degree )... The Servicer in Email stated at times that the XXXX tried to contact me, left a vociemail... ( I never received a voicemail ) I got a call from a strange number, turned out not to be the notory ) ... on the XXXX of XXXX approx XXXX. I checked my email.. The XXXX emailed me.. with the name and number of the XXXX! So I have a XXXX XXXX XXXX autistic son, that is his bedtime. His schedule can not be broken, and if it is I wouldn't be able to get anything done anyway. But, I tried and tried and tried!!! I have all emails. 
Anyway, then My Servicer tried to put me in a Modification, ( also me trying to get through to them to please send the XXXX XXXX to the XXXX!!!!! PLEASE, I have XXXX to Seek Help, and they have an obligation to send them what they need to help me! ONCE AGAIN fell on deaf ears! So to hold off on things to do some research and get a hold of you and other possible departments for help. I went along with their application. They sent me a Modification that is almost {$500.00} more then my original mortgage payment!!!! How they think that will get paid unknown to me! Moving forward. After emails and emails! I received an email from my XXXX Monday XX/XX/XXXX. Stating.. ( not word for word ) but basically... The XXXX XXXX '' I requested to be sent to the XXXX has been complete and they were waiting for a response! I was so excited! It was like a huge weight lifted. I immediately messaged the XXXX XXXX XXXX her know .. She sent the message to her manager.. as of today XX/XX/XXXX! There has not been anything from my Servicer at all sent to the XXXX! I emailed my Servicer... They stated... The information Requested that was sent was the information REQUESTED THAT WAS SENT XX/XX/XXXX!!!!! It's like taking to XXXX!!! I honestly feel as though my servicer wants my property!! I've read a whole lot of this going on! Especially lately! I've owned it for 18 years! My children 's home! My home. I'm XXXX, this is my forever place! I need major, URGENT HELP ASAP! PLEASE PLEASE PLEASE. IVE DONE ALL I CAN IN MY OWN L. IM RUNNING OUT OF TIME. And I know went from excellent credit to not even being about to finance a bicycle of I wanted to!!!!! Yup, my XXXX reported to all XXXX! I am completely messed up! XXXX, XXXX XXXX is super high.. and I've never had XXXX XXXX XXXX in my life!!! XXXX  so bad I've lost XXXX! Can't hardly sleep or eat!! I'm begging for help, on my knees!!! Please

Company response to consumer: Closed with explanation