Consumer complaint received 2025-03-31 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Rocket Mortgage, LLC
State: AL

Complaint narrative:
Rocket Mortgage, formerly known as Quicken Loans frequently markets and encourages the ability to pay using the mobile application. This is something I have embraced and taken advantage of since inception of this loan. Each month I log on and set up payment using one of two accounts that I have linked to my loan. No different from any other month, was XXXX. For whatever reason the application must not have processed the payment, but without my knowledge of that being the case, I continued business as usual. It was not until XX/XX/XXXX when a voicemail from a person at Rocket Mortgage was left on my phone, that I realized that the XXXX payment had not been processed, which by within an hour was resolved by full payment for the month of XXXX and XXXX. Never was I informed via mail or email which are my preferred methods of communication for banking matters despite updating my mailing address back in XXXX via calling into XXXX twice, followed by an address update at the post office. And despite my Rocket Mortgage XXXX address containing my correct email address, when I called in to Rocket Mortgage to attempt to resolve the matter, they still had my college email address on file for communications. Had I received a letter or notification showing the payment had not been processed for XXXX, I would have been given the opportunity to immediately rectify the situation and avoid the hassle this has caused. Under the Fair Credit Reporting Act ( FCRA ), 15 U.S.C. 1681, furnishers like Rocket Mortgage are not obligated to report late payments to credit bureaus. Moreover, as per 15 U.S.C. 1681i, consumers have the right to dispute incomplete or inaccurate information on their credit reports. I am requesting your discretion to adjust this record in recognition of my overall exemplary payment history and loyalty to your company. I have multiple sources of documentation showing proof of previous address updates and email address updates. 

The responded with a letter claiming that the outdated information they possessed was current and that I had not updated the information with them. They included a page from the loan origination file showing the " undeliverable address '' I contest their information and submitted the following response via the XXXX I also provided this response and documentation of Rocket Mortgage admitted to have an undeliverable address days after I had contacted their phone support for a resolution to the 30 day late notice to the credit bureaus. 

" Rocket Mortgage has the address listed as XXXX XXXX XXXX # XXXX XXXX, AL XXXX is not even a mailable address. Quicken Loans is providing a document from when the loan was originated in which they created prior to my realization that that address was undeliverable. I became of this about 14 months later when I was set to move out of the property and had to contact my insurance company to change the policy type. XXXX XXXX and Quicken Loans went through multiple touchpoints of communication where XXXX XXXX was informing them that the policy addresses did not match because Rocket Mortgage had an incorrect listed address. 

Around the same time ( XX/XX/XXXX ) I was in the process of purchasing a new home in which I was planning to use Quicken Loans as the lender. During this process I had to upload multiple pieces of documentation into their website around the purchase of my new primary residence. One of these pieces included proof that I had vacated XXXX XXXX XXXX XXXX, AL XXXX and had in fact placed a tenant in the property. 

Later that same year ( XX/XX/XXXX ) I filed an address change with the United States Postal Service. As a part of that process, XXXX continues to notify senders for 1 year that an address change has been made and forwards all mail. 

Quicken Loans has changed to Rocket Mortgage and is working off the information that has been communicated several times to them as a defense to why they were not able to provide me with a mail or even emailed notice to show that the XXXX payment had not been made, prior to calling me on XX/XX/XXXX. 

On XX/XX/XXXX I received an email notice from Rocket Mortgage stating : We recently mailed you communications for your loan ending in XXXX that were returned as undeliverable. 

We sent your mail to the current address we have on file : XXXX XXXX XXXX XXXX XXXX  Nothing had changed other than the fact that I had requested that Quicken Loans/ Rocket Mortgage correct the issue of reporting a late payment due to the payment being made as soon as they had notified me that for whatever reason their app had failed to transact the payment in XXXX. That statement is undeliverable because that address is not an accurate address to a deliverable property which had been communicated to them 4 times by that point. 

When I spoke with someone at Rocket Mortgage about correcting the incorrect information it was also brought to my attention that they were continuing to operate using an email that was also outdated ( from college ) and had been updated using their Rocket Mortgage portal. Unfortunately I dont keep records of when I change things such as email addresses on accounts, but I have documentation that I have been using the same email that I currently use XXXX since at least XX/XX/XXXX based on my Apple Passwords account. Rocket Mortgage has also been providing that email to their partners as I regularly receive spam from companies referencing me as a lead provided by Rocket Mortgage. 

I have been battling this issue for over two months now and each time I contact Rocket Mortgage I must first navigate through a difficult phone tree and the frontline representative that answers provide the inaccurate records and claims they can not assist me in their client relations department. 

I have hired counsel ( XXXX XXXX XXXX. XXXX & XXXX ) on this matter who is pursuing alternative recourse for remediation and damages suffered as a result. ''

Company response to consumer: Closed with explanation