Consumer complaint received 2026-06-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
Consumer Financial Protection Bureau ( CFPB ) Rocket Mortgage Appeals Department ( Previous XXXX XXXX XXXX ) Rocket Mortgage Executive Resolution Department RE : EMERGENCY REQUEST FOR IMMEDIATE FORECLOSURE SUSPENSION, INDEPENDENT INVESTIGATION, LOAN MODIFICATION REVIEW, CORRECTION OF SERVICING ERRORS, APPROVAL OF SIX-MONTH TRIAL PAYMENT PLAN, AND INVESTOR TRANSPARENCY To Whom It May Concern : I respectfully request immediate intervention regarding the foreclosure sale currently scheduled for XX/XX/XXXX. I am requesting that the Consumer Financial Protection Bureau and Rocket Mortgage immediately suspend all foreclosure activity and conduct a comprehensive review of my account due to extensive servicing errors, unresolved accounting disputes, pending loss mitigation review, and substantial evidence demonstrating my ability to sustain a modified mortgage payment. For more than three years, I have worked diligently and in good faith with XXXX XXXX Mortgage and now Rocket Mortgage to resolve my mortgage account. During this period, I have submitted more than thirty ( 30 ) loan modification applications, appeals, Requests for Mortgage Assistance ( RMA ), hardship packages, updated income documentation, business financial statements, bank statements, rental income verification, and all supporting documents requested by the servicer. Despite my repeated cooperation and substantial documentation, my applications were repeatedly delayed, denied, mishandled, or left unresolved while foreclosure activity continued. Approximately 98 % of my complaints were either ignored, inadequately investigated, or never meaningfully addressed. Complaints submitted during XXXX and XX/XX/XXXX remain unresolved. I recently submitted a formal appeal and a complete Request for Mortgage Assistance ( RMA ) package through email and other approved submission channels. My package included updated self-employment income documentation, bank statements, business records, rental income verification, hardship information, and all supporting documents requested for review. I respectfully request written confirmation that my appeal and complete loan modification package have been received, uploaded, and assigned for review. MEDICAL AND FINANCIAL HARDSHIP My request for mortgage assistance is based upon significant medical and financial hardships that were beyond my control and substantially affected my ability to maintain my mortgage obligations. I experienced serious medical conditions, hospitalization, emergency medical treatment, disability-related challenges, and financial hardship. In addition, I have served as a full-time caregiver for my mother, who suffers from XXXX XXXX, and my elderly grandfather, a United States veteran . These circumstances created extraordinary hardship while I continued operating my business and attempting to preserve my home. Despite these hardships, I never abandoned my responsibilities. I continued operating my established tax business, generating income, maintaining homeowners insurance on my property, submitting requested documentation, and pursuing every available loss mitigation option. As part of my most recent appeal, I submitted a complete hardship package containing updated income documentation, business records, bank statements, rental income records, hardship information, and supporting documentation demonstrating my current ability to sustain a modified mortgage payment. DEMONSTRATED ABILITY TO PAY My income is derived from my long-established self-employment business and rental income generated from tenants residing in my owner-occupied property. The income submitted to underwriting reflects a conservative twelve-month average based upon actual bank statement deposits, business financial statements, and supporting documentation already provided to the servicer. These records demonstrate stable and ongoing income sufficient to support a modified mortgage payment. The alleged default and foreclosure status of my loan were not caused by an inability or unwillingness to pay my mortgage obligations. Rather, they were caused and significantly exacerbated by servicing errors committed by XXXX XXXX XXXX. Throughout the entire period in question, I maintained income through my established business and rental income. I repeatedly demonstrated my willingness and ability to make mortgage payments and enter into a sustainable loan modification solution. My financial profile presents minimal investor risk. The loan-to-value ratio is estimated between approximately 36 % and 55 %, and the property contains substantial equity exceeding {$2.00} XXXX. Given my significant equity position, verified income, and willingness to perform, foreclosure is unnecessary and contrary to the interests of both the borrower and investor. Accordingly, I respectfully request approval of a six-month Trial Payment Plan and a Flex Modification or comparable loan modification program. I further request that all eligible arrears, advances, fees, and charges be capitalized and placed at the back of the loan where permitted by investor guidelines. SERVICING ERRORS AND ACCOUNTING DISPUTES Significant servicing errors remain unresolved. Mortgage payments made between XXXX and XXXX were placed into unapplied or suspense accounts rather than being properly credited to my loan. Some payments were reportedly credited only after Consumer Financial Protection Bureau complaints were filed, while many payment disputes remain unresolved. XXXX XXXX representatives previously acknowledged that payments and documents were misrouted, sent to the wrong department, misplaced, or not properly processed despite being submitted according to servicer instructions and through the XXXX envelopes provided by XXXX XXXX. A significant servicing error occurred on or about XX/XX/XXXX, when I attempted to make a mortgage payment by telephone. During that call, a XXXX XXXX representative identified as XXXX, XXXX XXXX XXXX, refused to accept my mortgage payment despite my willingness and ability to pay. Around the same period, another representative identified as XXXX instructed me not to send additional payments because doing so would confuse the system. These actions directly contributed to the alleged default, increased arrearages, and eventual foreclosure proceedings. Had my payments been properly accepted and credited, the delinquency status and foreclosure activity may have been substantially different. I respectfully request that Rocket Mortgage review all call recordings, servicing notes, payment histories, internal communications, and account records regarding these incidents and determine the extent to which the alleged default resulted from servicer actions rather than borrower nonperformance. I also request a complete audit of all payments received between XXXX and XXXX, including unapplied funds, suspense accounts, escrow calculations, insurance accounting, fees, advances, reinstatement figures, payoff figures, and foreclosure calculations. HOMEOWNERS INSURANCE ACCOUNTING I have continuously maintained homeowners insurance on my property for more than twenty years. I request a complete review of all insurance-related charges, escrow calculations, force-placed insurance records, advances, and premiums to ensure that all insurance accounting is accurate and that no improper charges remain on my account. INDEPENDENT ROCKET MORTGAGE INVESTIGATION Rocket Mortgage is now the current servicer and should conduct a thorough and independent investigation into all actions taken by XXXX XXXX from XX/XX/XXXX through the present. Rocket Mortgage should not rely solely upon prior conclusions, servicing notes, underwriting determinations, or allegations made by XXXX XXXX representatives without independently verifying their accuracy. I respectfully request that my file be transferred to a different Rocket Mortgage underwriting department, appeals department, and management review team that has had no prior involvement with my account. INVESTOR TRANSPARENCY REQUEST Rocket Mortgage representatives have repeatedly stated that loan modification decisions are controlled by a private investor. However, no written documentation has been provided supporting those statements. Pursuant to Regulation X, 12 C.F.R. 1024.36, I respectfully request : The name of the investor that owns my loan. Written confirmation that my file was submitted for investor review. The dates of investor review. Copies of investor decisions. Copies of any investor guidelines allegedly preventing approval. Copies of any Net Present Value ( NPV ) analysis performed. Written documentation supporting any claimed investor restrictions. Internal servicing notes referencing investor review or denial. Written clarification regarding the servicers discretion to approve loss mitigation options. If no investor restriction exists, I request immediate reevaluation of my application based upon my verified income, substantial equity position, low loan-to-value ratio, and documented servicing errors. ONGOING LOSS MITIGATION CONCERNS Since late XXXX and continuing through XX/XX/XXXX, my loss mitigation review has been plagued by repeated delays, duplicate document requests, assertions that documents were missing despite confirmed delivery, improper requests for unnecessary documentation, claims that applications were incomplete despite submission of all requested materials, and foreclosure activity while appeals and modification reviews remained pending. I respectfully request written confirmation that my appeal, hardship package, and Request for Mortgage Assistance have been received, uploaded, and assigned for review. LEGAL CONCERNS I respectfully request investigation of whether foreclosure activity proceeded while loss mitigation review remained pending and whether the foreclosure process relied upon inaccurate accounting, unapplied payments, servicing errors, incomplete review of applications, or foreclosure notices based upon disputed account information. This matter raises concerns under California Civil Code Sections 2923.6 ( c ), 2924, 2924 ( b ), 2924 ( c ), 2924 ( f ), 2924.11 ( a ), 2924.12, and 2924.17, Regulation X ( 12 C.F.R. 1024.36 and 1024.41 ), the Gramm-Leach-Bliley Act ( 15 U.S.C. 6801 ), Regulation P, and applicable California case law. REQUEST FOR RELIEF I respectfully request : Immediate suspension of the XX/XX/XXXX foreclosure sale. Written confirmation of the foreclosure hold within 48 hours. Approval of a six-month Trial Payment Plan. Capitalization of eligible arrears, fees, and advances to the back of the loan. Correction of all unapplied payments and accounting errors. Correction of all homeowners insurance accounting issues. Assignment of my file to a new Rocket Mortgage underwriting and appeals team. Independent investigation of all prior XXXX XXXX servicing actions. Full consideration of my appeal, hardship package, and loan modification application. Preservation of all servicing records, payment histories, call recordings, underwriting files, investor communications, and foreclosure-related documents. Written confirmation of all investor reviews and decisions. Consideration of my substantial equity position, verified income, and demonstrated ability to pay when evaluating loss mitigation options. FINAL STATEMENT I respectfully submit that foreclosure is neither necessary nor justified under the circumstances presented. The evidence demonstrates substantial equity, verified income, willingness and ability to pay, completion of a prior Trial Payment Plan, approval of a prior loan modification, and a long history of good-faith efforts to resolve this matter. The current foreclosure status is largely the result of unresolved servicing errors, unapplied payments, payment refusals, accounting discrepancies, and mishandling of loss mitigation efforts by the prior servicer. Foreclosure under these circumstances would cause immediate and irreparable harm and result in the loss of my family home despite overwhelming evidence that a reasonable foreclosure-prevention solution exists. I respectfully request that Rocket Mortgage, the Consumer Financial Protection Bureau, and any reviewing investor suspend the foreclosure sale, conduct a complete independent review of my account, correct all servicing errors, and provide a meaningful opportunity for foreclosure prevention through a six-month Trial Payment Plan and sustainable loan modification. I remain ready, willing, and able to perform under a reasonable workout solution and respectfully request every opportunity to retain my family home. Respectfully submitted,

Company response to consumer: Closed with explanation