Consumer complaint received 2025-11-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: AL

Complaint narrative:
Rocket Mortgage , LLC XXXX : Client Relations/ CFPB Response Team RE : CFPB Case XXXX XXXXXXXX Request for Removal of Late Credit Reporting Loan No. XXXX To Whom It May Concern : I am writing in response to your XX/XX/year> letter regarding my CFPB complaint and the reporting of my XX/XX/year> mortgage payment as XXXX  days late. 

During a recent call on XX/XX/year> with a Rocket Mortgage representative ( a call which I understand was recorded by Rocket Mortgage ), I was specifically advised that Rocket Mortgage had been experiencing problems accepting debit card payments for approximately the last XXXX ( XXXX ) months. I also have my own recording of this XX/XX/XXXX call, which contains this same admission and has been uploaded in connection with my complaint. This directly contradicts the statement in your letter that we were not made aware of any such errors, and no known issue existed with your debit card processing system. 

I attempted to make my payment by debit card consistent with prior practice and in reliance on XXXX XXXX payment options. The representatives acknowledgment that there were ongoing issues with XXXX XXXX ability to process debit card payments makes clear that the obstacle to timely payment was not negligence or intentional nonpayment on my part, but problems with your own payment processing system. 

Additionally, you waived the late fee as a courtesy. While your letter states that this was not an admission of fault, in context it is further evidence that Rocket Mortgage recognized there were circumstances beyond my control impacting this payment. 

For these reasons, I respectfully request that Rocket Mortgage : Conduct a good-faith review of the recorded calls associated with my attempts to make the XX/XX/year> payment, including the XX/XX/year> call where your representative acknowledged ongoing debit card processing problems ; Review the recording I have provided in which your representative confirms that Rocket Mortgage has been having problems accepting debit card payments for the last XXXX months ; Acknowledge that XXXX XXXX payment processing issues contributed to the timing of my XX/XX/year> payment ; and Submit corrected information to all consumer reporting agencies ( XXXX XXXX XXXX XXXX ) XXXX the XXXX late notation for XX/XX/year>, so that my credit reports accurately reflect both my intent and reasonable efforts to pay on time. 

If, after reviewing the call recordings and internal system notes, you still decline to correct the late reporting, please provide the following in writing : The date, time, and duration of all calls related to my XXXX and XX/XX/year> payments ; Confirmation of whether Rocket Mortgage has documented any system issues, outages, or error reports affecting debit card processing during the XXXX months prior to and including my attempted XX/XX/year> payment ; and A copy, or transcript/summary, of the XX/XX/year> call in which your representative stated that Rocket Mortgage had been having ongoing problems accepting debit card payments. 

Please also preserve all call recordings, system logs, and internal notes related to this issue, as they are material to the accuracy and completeness of the information Rocket Mortgage is furnishing to the credit bureaus. 

I have been a responsible borrower and have made every effort to keep my mortgage in good standing. I am simply asking that my credit history reflect the full and accurate XXXX  my payment was delayed due in significant part to XXXX XXXX own acknowledged payment processing problems. 

Thank you for your prompt attention to this matter. I look forward to your written response and confirmation that the XX/XX/year> late notation has been removed from my credit reports. 

Sincerely, XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX, AL XXXX Loan No. XXXX

Company response to consumer: Closed with explanation