Consumer complaint received 2020-03-22
Company: Rocket Mortgage, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I live in California and have been forced into shelter in place by the county and state. My workplace has closed due to the COVID 19 pandemic. My private mortgage company will not work with me or others until there is a federal mandate to help due to protecting their investors. They want you to wait until you can not make the payment and will not waive late fees or guarantee it will not have a negative impact on credit. Most of California is UNEMPLOYED DUE TO NO FAULT OF OUR OWN. 

Below is the canned information that Rocket Mortgage has provided. 


Good morning XXX, Thank you for reaching back out. At present, we are working to change our policies and guidelines to ensure all of our clients are taken care of and that the steps we take are in line with our investors, state, and federal government declarations. 

Once the end of the grace period approaches ( XX/XX/XXXX ), if you are not able to make your payment, please reach out to us so that we can assist at that time. 
Once we have more information, we provide it as soon as possible. Please be sure to check your Rocket Mortgage account regularly for updated information. We want to do everything we can to make this jarring time easier to bear. If you have any questions, please let us know. You may reply to this email, chat with us on Rocket Mortgage, or call our team at ( XXXX ) XXXX. 

Thank you and please take care, XXXX Love Quicken Loans Client Relations Monday - Friday XXXX - XXXX EST Saturday XXXX - XXXX EST Every client. Every time. No Exceptions. No Excuses. 


Is the late fee waived at least during this time? 

XXX Xxx-xxx-xxx Sent from my XXXX On XX/XX/2020, at XXXX XXXX, Quicken Loans <XXXX> wrote XXXX Hi XXX Hello, Thanks for contacting Client Relations! We are so sorry to hear that you will be out of work during the Covid-19 outbreak and we understand how this may impact your ability to stay current on your payments. Please know, we are here to help. 

We understand there is a lot of uncertainty, however, the good news is that you have until XX/XX/XXXX to make your XXXX payment without any credit impact. If for any reason you do not believe you can pay by the XXXX, please reach back out to us so we can get you in contact with a payment specialist for your other options. 

Quicken Loans is committed to protecting our clients homes and your financial health. I want to let you know we have been working closely with investors & government officials to be able to offer all the same options to our clients as any other mortgage servicer. 

Clients who are impacted by COVID-19 can access these options online through their Rocket Mortgage Account. 

You can log on to your Rocket Mortgage account for further assistance and potential long-term options : XXXX XXXX XXXX Once logged in, click Help> Falling Behind. Then, you'll see " Apply for Help '' with a green button that says " Start Application ''. From there, you'll go through and complete the information needed for the application. 

Please let us know if there are any further questions, you can reply to this email or call my Client Relations team at XXXX, and anyone who picks up the phone will be able to help you out. 

Thank you and please take care. 


XXXX XXXX Quicken Loans Client Relations Monday - Friday XXXX - XXXX EST Saturday XXXX - XXXX EST Every client. Every time. No Exceptions. No Excuses. 


My name is XXXMy loan # : X Address : XXX CA XXXX Due to the Covid-19 frenzy, CDC, and California State directives during this time, Unfortunately, I have been temporarily laid-off. 
I am not looking to refinance at this time and FEMA has not declared this a disaster. 
What are my options or protections from NOT damaging my credit and NOT accumulating late fees? I am in a position to pay partial payments for now but not the full payment. Once I start working again I will be able to pay it back but will there be a payment plan option for repayment of the back payments? 

Sent from my XXXX

Company response to consumer: Closed with non-monetary relief