Consumer complaint received 2026-01-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Rocket Mortgage, LLC
State: OR

Complaint narrative:
Companies complained about ( joint complaint ) : Rocket Mortgage , LLC XXXX XXXX XXXX XXXX XXXX XXXX Issue type : Mortgage servicing, loan transfers, payoff statement problems, failure to provide original loan documents, foreclosure-related communications, and statutory violations. 

Narrative : We are borrowers on a residential mortgage loan secured by the property located in Oregon. 

For approximately two to three years, we made mortgage payments to XXXX XXXX, believing in good faith that XXXX XXXX was the authorized servicer of our loan. 

We are preparing to sell the property and requested a payoff statement. The payoff information provided was inaccurate and inflated. The correct payoff amount is {$78000.00}. Any payoff amount above {$78000.00} is expressly disputed as inaccurate, inflated, and unlawful. 

Due to conflicting information regarding servicing and ownership, we submitted formal written Notices of Error and Requests for Information under 12 U.S.C. 2605 and 12 C.F.R. 1024.35 and 1024.36 to both Rocket Mortgage and XXXX XXXX. 

In those requests, we demanded proof of authority and full documentation, including proof of servicing authority, identification of the current owner of the promissory note, complete chain of custody, the original promissory note with wet-ink signatures, all endorsements and allonges, all original loan applications, all documents bearing wet signatures and notary stamps for every applicant, all assignments of the deed of trust, servicing transfer history, the custodian and physical location of the original loan file, a complete loan transaction history, and a corrected payoff statement. 

Instead of providing a substantive response as required by federal law, Rocket Mortgage issued a default and cure letter stating it was a debt collection communication, asserting delinquency, threatening acceleration, and demanding payment. 

That letter did not address the Notice of Error or Requests for Information. It did not establish servicing authority, identify the owner of the loan, provide chain-of-custody documentation, produce original loan documents, or provide a corrected payoff. 

To date, neither Rocket Mortgage nor XXXX XXXX has provided a compliant response under RESPA or Regulation X. 

Because the original loan documents with wet signatures and notary stamps have not been produced, we are now concerned about how our Social Security numbers and other sensitive personal identifying information were obtained, transferred, accessed, or used. If these documents can not be produced, we request a full explanation of the lawful basis for possession and use of our personal data. Absent such explanation, we reserve the right to file police reports and submit identity-theft and fraud complaints with appropriate authorities. 

Issuing a default and collection notice in place of a statutory response constitutes improper collection activity during an unresolved servicing dispute and obstructs our ability to complete a lawful payoff and sale. 

Because servicing authority, ownership, document authenticity, and payoff accuracy remain unresolved, we have lawfully paused payments pending written compliance, as permitted under RESPA and Regulation X. 

Laws and rights involved : 12 U.S.C. 2605 ( RESPA ) failure to investigate and respond to Notices of Error and Requests for Information 12 C.F.R. 1024.35 and 1024.36 ( Regulation X ) failure to respond and improper escalation during an unresolved dispute 15 U.S.C. 1641 ( g ) ( TILA ) failure to disclose the identity of the current owner of the loan Failure to provide original loan documents establishing authority Failure to provide an accurate payoff statement required to complete a lawful sale Harm caused : Interference with a pending property sale Inability to obtain a lawful payoff Exposure to improper default and acceleration threats Uncertainty regarding lawful possession and use of our personal identifying information Time, expense, and emotional distress caused by servicer noncompliance

Company response to consumer: Closed with explanation