Consumer complaint received 2026-05-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Rocket Mortgage, LLC
State: MO

Complaint narrative:
In XX/XX/XXXX, we obtained a mortgage through Rocket Mortgage for a home inXX/XX/XXXX. We were told that after ourXX/XX/XXXXhome sold, we could recast theXX/XX/XXXXhome loan for a small fee and by applying additional funds, which would reduce our monthly payment. When ourXX/XX/XXXX home sold in XX/XX/XXXX, I contacted Rocket Mortgage regarding the loan recast and was informed that we were required to make XXXX full mortgage payments before becoming eligible. I called again on XX/XX/XXXX, to initiate the recast. At that time, the representative collected the {$250.00} recast fee over the phone and explained that the recast process would begin as soon as we submitted the additional principal payment. I specifically asked whether there was anything further we needed to do and was assured that the representative had submitted everything and that the only remaining requirement was the wire transfer. I was told the process would take approximately XX/XX/XXXXdays and that our monthly payment would be reduced by about {$500.00} beginning XX/XX/XXXX. On XX/XX/XXXX, we completed a wire transfer to Rocket Mortgage in the amount of {$75000.00}. I subsequently called Rocket Mortgage and spoke with a different representative, who confirmed that the funds had been received, applied to our account, and that everything was in order with the recast. On XX/XX/XXXX, after noticing that our mortgage payment had not decreased as promised, I called Rocket Mortgage to inquire about the status. I was transferred to another department, where I was informed that there were minimal notes in our account regarding the recast following my XXXX calls and that the recast process had not been started at all. It was also at that point that they realized the required recast form had never been sent to us. I asked whether we could sign via DocuSign the recast form, as my husband is out of town for work until Friday, which would cause almost another full week of delay. I was told that hard-copy signatures were required. I expressed my significant dissatisfaction with the situation and requested that the process be expedited, particularly since the representative acknowledged that I had a valid customer complaint and that they were at fault for the recast process not being started. I was told that after they receive the fully signed form then the recast could take up to XX/XX/XXXXdays to complete and expedited handling could not be guaranteed. This is unacceptable, as it is costing us approximately an extra {$500.00} per month. Additionally, we are already nearly XXXX months into a process that should have reduced our payment, and now are being told it could take an additional XXXX months. If this process takes the fullXX/XX/XXXXmonth period, this delay effectively amounts to the cost of an entire mortgage payment. This is theXX/XX/XXXXinstance in which we have experienced issues with Rocket Mortgage involving unclear processes that materially affected the terms of our loan. The first occurred in early XXXX when we attempted to refinance our XX/XX/XXXXhome, which we chose not to report at the time. In that instance we were promised a significant lowering of our monthly payment and that it could be done in a way to not add to the principal amount owed. Upon receiving the closing disclosure, we learned that the refinance was not only going to be more in a monthly payment than we were told but it was also going to add more thanXX/XX/XXXX to our principal loan amount. The pattern of overpromising and underdeliveringat the direct financial expense of customershas become difficult to ignore.

Company response to consumer: Closed with explanation