Consumer complaint received 2025-05-15 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Rocket Mortgage, LLC
State: OK

Complaint narrative:
I write to you not only as a customer of Rocket Mortgage but also as a debtor seeking transparency, accountability, and lawful treatment during my bankruptcy proceedings under XXXX XXXX. XXXX XXXX, which was discharged XX/XX/XXXX before the United States Bankruptcy Court for XXXX XXXXXXXX XXXX XXXX XXXX XXXX 

What began as a simple inquiry regarding the status of my mortgage account has evolved into a matter requiring executive, legal, and regulatory attention. I have encountered repeated administrative failures, unexplained charges, shifting excuses, and, most recently, what can only be described as an abdication of Rocket Mortgages legal responsibilities under federal bankruptcy law. 

To date, your company has added over {$1200.00} in " corporate expenses '' and penalties to my attempt to enter into a Reaffirmation Agreement with your company, Rocket Mortgage. These charges were never part of the negotiating process with your companys legal representative, XXXX XXXX, XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXXXXXX, XXXX. These unexplained charges and delays rendered the agreement impossible for me to sign, as acknowledged by both me and Rocket Mortgages legal representative. 

I was informed by Rocket Mortgage 's legal Representative, XXXX XXXX, that Rocket Mortgage refused a Reaffirmation Agreement with me because my mortgage account was not current, but two months in arrears at the time of the negotiating process. Despite that, at the time of negotiating, I was in arrears with my account ; I have since brought my account fully current as of XX/XX/XXXX. I have now paid over {$5000.00} more than what was contractually required over the past fifteen monthsyet my account balance reflects no such credit of over {$5000.00} mortgage over-payment. I demand to know where this overage has gone and why it is not reflected on my account balance. 

To make matters worse, I was informed by XXXX XXXX XXXX, Executive Servicing Escalation Specialist, that it was now my duty to draft a Reaffirmation Agreement for Rocket Mortgages benefit. This is an absurd and indefensible position. I am a pro se debtor, not a corporate attorney. It is both procedurally improper and legally untenable to suggest that an individual in bankruptcy must draft binding agreements for a major mortgage lender to avoid Rocket Mortgage incurring legal costs. The legal and ethical implications of such a demand are staggering. 

Compounding the concern, Rocket Mortgage has reported to all credit reporting agencies that my account is both Closed and Pays As Agreed with remarks indicating a Reaffirmation of Debt. This is factually false. No such agreement exists or has been filed with the court. This misreporting is misleading at best and a violation of fair credit reporting standards at worst. 

I never requested that XXXX XXXX find or infer that any Reaffirmation Agreement existedI expected that Rocket Mortgage, as a sophisticated party in a federally regulated industry, would already know its legal obligations. And yet, this misinformation now appears to be shaping your companys policy decisions. 

Accordingly, I demand the following immediate actions : 1. A full reconciliation of my account, including a line-item accounting of the $ XXXX in overpayments made since the Reaffirmation Agreement was first discussed. 
2. An explanation of all fees, penalties, and corporate expenses levied against my account including who authorized them and under what contractual authority.

3. A proper Reaffirmation Agreement, drafted and submitted by Rocket Mortgages counsel, for my review and potential filing with the Bankruptcy Court.

4. A review of Rocket Mortgages handling of this matter by your internal legal and compliance departments, and a formal response outlining any remedial steps you intend to take. 
This letter constitutes a good-faith and formal effort to resolve these issues before further regulatory complaints or legal escalation. I have copied this correspondence to my bankruptcy court trustee and to the Consumer Financial Protection Bureau for their awareness and potential intervention. 
I expect a written response within fifteen ( 15 ) days of receipt. Should Rocket Mortgage fail to respond in good faith, I will explore additional remedies as permitted under law.

Company response to consumer: Closed with explanation