Consumer complaint received 2025-12-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Rocket Mortgage, LLC
State: SC

Complaint narrative:
I purchased my home via financing through Rocket Mortgage at the end of XXXX, XXXX. 
At that time, Owner Occupancy was not filed by my closing attorney within the county where I'd moved, but I was not aware of this. I did receive a folder of hard copy information that was related, but did not receive any explanation of instructions, to go along with a vague comment about this regarding taxes. I'd never had to declare Owner Occupancy before, so did not have this previous experience either. 

As a result of Owner Occupancy not being filed, I paid {$2100.00} monthly for my mortgage from the first due date of XX/XX/XXXX through XX/XX/XXXX. In early XXXX, I received a letter from Rocket Mortgage explaining that my payment would increase to approximately {$2500.00} effective XXXX, XXXX, and initially thought that this was a clerical error, so I did not immediately contact Rocket Mortgage for correction. When I did contact Rocket Mortgage though, in XXXX, XXXX, I spoke with at least 6 representatives ( including a manager to which my " case '' was escalated, and who last returned my call ) between then and XXXX, XXXX. 

Essentially, I received the explanation from Rocket Mortgage in XXXX of XXXX that the payment of approximately {$2500.00} shown was not correct, due to the county where I live having inaccurate information on-file about my occupancy in my home as the owner. Upon learning this, I asked how the issue could be corrected, and made plans around my work schedule to visit the county tax offices the same week. When I did, I completed an Owner Occupancy application, provided all supporting documentation, and asked how frequently I could call for updates, as well as when I should expect correction and evidence of correction, to share and/or communicate with Rocket Mortgage. Once those questions were answered and my application was stamped as " complete '' and having been received, I reached back out to Rocket Mortgage by-phone to update them so that the discussion would be recorded and on-file, as well as uploaded and emailed all supporting documents, to ensure they would be available to Rocket Mortgage as quickly as possible. 

Within my first two follow-up calls to Rocket Mortgage in XXXX, XXXX, I spoke with two different representatives who I specifically-asked if it would be okay to wait to pay multiple payments all at once, after the XXXX due date, which would sum to a more affordable total, and would not result in overpayment. I expressed that I wouldn't be able to wait for a refund, and that I wasn't comfortable taking the risk that Rocket Mortgage wouldn't give me my money back at all if I " overpaid, '' and would instead just " apply the overpayment to my principle, '' etc. Both of these representatives assured me that they personally totally understood my situation and concerns, and even indicated during these recorded calls that they would probably do the same if it was them. They also added notes on these conversations to my client file, that are visible to anyone at Rocket Mortgage who has access. However, in XXXX, XXXX, I had a call with a third Rocket Mortgage representative who, for the first time, informed me that my requests were apparently not okay, and that I would need to make a payment then, as well as set up a payment plan to catch back up as soon as possible. I was distraught, as is evident on that call recording, but due to the nature of my previous two conversations, was at least prepared to make a large payment, since I'd been holding the funds in an account, that I'd planned to use for the aforementioned multi-payment. On the evening of Tuesday, XX/XX/XXXX, I paid a total of {$4100.00} to Rocket Mortgage over-the-phone/electronically, AND made arrangements for payments of {$850.00} to be drafted on XX/XX/XXXX, {$1000.00} to be drafted on XX/XX/XXXX, and {$1500.00} to be drafted on XX/XX/XXXX, on those pay dates, in order to avoid late fees and catch-up my account after the misunderstanding. Because there are only 2 individuals who work within the county where I live, my application was not approved until the last week of XXXX, XXXX. At that time, I again retrieved the necessary documentation for Rocket Mortgage to adjust my monthly mortgage payment to the correct amount per Owner Occupancy, called Rocket Mortgage to inform them verbally, uploaded the files, and emailed them too, just in case. The payments were adjusted to {$1900.00} effective on the due date of XX/XX/XXXX, and at this, Rocket Mortgage did have to send me an escrow refund check ( because of the previous overpayments, due to the paperwork errors ), BUT Rocket Mortgage, after ALL of the communication that I detailed above, STILL submitted negative remarks to all three credit bureaus, which stated that I was past-due over 30 days. 

Despite NEVER being late on a payment prior to the tax record issues, and not having been late since, after XXXX, XXXX ( which was of course due to a technicality ), when I requested a call from a manager in order to dispute these actions on the part of Rocket Mortgage, and reversal, I was told no, " per company policy '' ( even with the extenuating circumstances that were CLEARLY defined via recorded call records, AND written documentation that I submitted according to the instructions I was given by Rocket Mortgage themselves ) and because the manager in-question said that she " listened to the calls '' and that even though I was not told these remarks would be filed, " you didn't ask either. '' I am LIVID that I, as a paying customer, who attempted to work through the process in good faith ( as shown by my actions, AS SOON AS a problem was brought to my attention and confirmed ), would be treated and spoken to that way, and that any manager would think it is acceptable to expect clients to know their company 's policies, above and beyond purchase agreement/financing terms and conditions, ESPECIALLY when considering text which may no longer apply, and/or warrants review based upon an unexpected problems or change. 

I am planning to request removal of these negative remarks with each of the three credit bureaus as well, since as a result of this situation, my credit score dropped from XXXX on XX/XX/XXXX to XXXX on XX/XX/XXXX.

Company response to consumer: Closed with explanation