Consumer complaint received 2024-10-27
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC (MA)

Synopsis : We believe Rocket Mortgage is trying to force us into late or missed mortgage payments. They took over our loan from XXXX XXXX in XXXX, and they will not allow us to set up a monthly autopay for a recurring date before our due date. Our mortgage due date is the XXXX XXXX every month, and they keep insisting that our autopay can not be set up to draw on any date of the month prior. It is completely nonsensical, and we have always paid our mortgage in the month prior for XXXX XXXX and XXXXXXXX XXXX, our two previous servicers. 

Impact : This is causing a lot of administrative hassle for us, and if not corrected, will force us to make manual payments for the next XXXX years. We also believe others with a XXXX-month  due date may be subjected to this ridiculous policy and make mistakes that result in late payments. 

XXXX : XX/XX/year> : We were involuntarily transferred servicers from XXXX XXXX to XXXX XXXX. Our mortgage payments are drawn out on the XXXX of each month preceding the due date of our mortgage on the XXXX of every month. 

XX/XX/year> : Rocket Mortgage unsuccessfully transferred our autopay, and we submitted a manual payment in full. 

XXXX XXXX : Despite setting up autopay through Rocket Mortgage, the funds did not draw out. We set up another manual payment and contacted customer service to understand why autopay was not working. This was the first time they explained to us that they can not do monthly autopay for our mortgage payments because they must be set up to draw out the month they are due ( our mortgage payment is due the XXXX XXXX  every month ). 

XX/XX/XXXX : I called Rocket Mortgage, and their advice to was the set up autopay to draw out the XXXX XXXX  every month ( on the exact due date ) and take advantage of their " 15-day grace period '' for late payments given that the funds would not arrive to Rocket Mortgage for at least 2-3 business days after the due date. This is stupid, so I declined. 

XX/XX/XXXX : My wife called Rocket Mortgage, and their new advice was to set up twice monthly payments, because these are allowed to draw the month before for reasons Rocket Mortgage would not explain. We enrolled in this and payments for our XX/XX/XXXX payment were to draw out on XX/XX/XXXX and XX/XX/XXXX. 

XX/XX/XXXX : Our bimonthly payment was correctly drawn out. 

XX/XX/XXXX : The app showed absolutely no record of a payment being drawn out or that it would be drawn out. The autopay date actually changed to XX/XX/XXXX- which we did not do. We set up a manual payment to cover the semimonthly amount. 

XX/XX/XXXX : Our bank records reflected two semimonthly payments being drawn out - meaning we overpaid. No record of any transactions in the Rocket Mortgage app. 

XX/XX/XXXX - XXXX : Originally emailed for urgent support on XX/XX/XXXX, and it took 2 days for Rocket Mortgage to reply. We have email chains with two separate customer representatives that steadfastly claim that it is not currently possible for us to set up autopay the month prior to our due date. They also refuse to escalate the issue further in their organization, which is why we're writing this complaint.