Consumer complaint received 2025-04-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
I bought a house with my partner in XX/XX/XXXX as " tenancy in common. '' We separated in XX/XX/XXXX. He moved out at that time, and I took over sole financial responsibility of the mortgage payments. This can be verified with my bank statements as payments came directly from my personal checking account. After 5 months of trying to sell the house, I decided to keep it and refinance to get his name off. RocketMortgage told me it would take a little over 2 weeks and that I would not have to pay my XXXX or XXXX mortgage payments. However, RocketMortgage took 2 months ( beginning at the end of XXXX and ending in beginning of XXXX ) to complete the refinance process and told me to go ahead and pay the XXXX mortgage payment since the refinancing process may not be complete in time to prevent the late payment hitting my credit. I was told that this mortgage payment would either be rolled into my new mortgage or would be refunded to me. I had not heard from anyone about the refund, so called to verify the status. It was at that time that I was informed that a check had already been sent out to an address that I was not familiar with. I learned that it was my ex 's new address. Rocketmortgage did not attempt to contact me to verify the correct mailing address, but even so, I would presume they would know to mail it to me as I have been the one in contact with them and was refinancing the same property with them. The rep said she could re-route the check to my property address, but that it would still have both of our names on it and there would be no way to circumvent needing both signatures to cash the check. I called again about a week later because I still had not received the check in the mail. I was then notified that my ex had called to have the check cancelled and instead have the payment direct deposited into his personal account. When I confronted RocketMortgage about this error, they said there was nothing that they could do since his name was on the old loan. Rocketmortgage must have been the ones to call and notify him of the refund, because he otherwise would not have been aware yet. Although I am a joint tenant on the loan, they never made an attempt to contact me to confirm my verbal approval of this change to deposit it into his account. My name is also not on the account to which it was deposited, as we never had any joint accounts. I do not understand why both of our signatures would have been required to deposit the check, but my signature or verbal approval was not needed for him to route the money to his personal account. I also do not understand why this direct deposit option was not provided to me when I mentioned to the rep that it would be difficult to get his signature on the check as we had not been in contact. This matter was brought to RocketMortgage 's executive leadership, but they made no attempt to resolve this issue. They washed their hands of any responsibility for the error even after I pointed out the injustice. They said that they did not check if the receiving bank account had both names on it because it was less than their threshold of {$4500.00}. The refund was {$4400.00}. It apparently does not matter that we were joint owners ; they only pay attention to the first name listed on the account, and the second person listed on the loan has no say and does not even get contacted about any changes.

Company response to consumer: Closed with explanation