Consumer complaint received 2026-04-07 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Rocket Mortgage, LLC
State: WA

Complaint narrative:
I am submitting this complaint regarding a mortgage servicing issue involving a completed trial payment plan that was not converted into a permanent loan modification following the transfer of my loan from XXXX XXXX to Rocket Mortgage. I began the mortgage assistance application process in XX/XX/year> due to a financial hardship related to reduced household income. I was approved through XXXX XXXX for a trial payment plan beginning in XX/XX/year>, with monthly payments of approximately {$2400.00} for a four-month period. I was informed that successful completion of these payments would result in a permanent loan modification with updated terms. I made all required payments in full and on time in reliance on that representation. During the course of the trial period, my loan servicing was transferred to Rocket Mortgage. I contacted Rocket Mortgage during the transition to confirm that the terms of my existing trial payment plan would remain unchanged, and I was advised that they would. After completing all trial payments, I did not receive any loan modification documents. Instead, I received a statement reflecting an outstanding balance of approximately {$6000.00} and was informed that my request for assistance was denied because the loan was now considered " current '' and that we no longer seemed to need the assistance. The purpose of the trial payment plan was to qualify for a permanent modification, not to bring the loan current in a way that would disqualify me from that outcome. I fulfilled all requirements of the trial plan as provided by the original servicer. I contacted Rocket Mortgage to address this issue and was initially advised that the situation appeared to be an error and would be escalated. Upon follow-up, I was informed that the servicing department had reviewed the account again, reached the same determination, and would not change the decision. I was instructed to submit a new application for assistance. I explained that my household had planned and budgeted based on the {$2400.00} payment amount, with the understanding that this would become the permanent mortgage payment following the trial period. I was then advised that I could reapply and expect a response within approximately XXXX month. Additionally, I no longer have access to any of the documentation previously available through my XXXX XXXX account. When attempting to access those documents through XXXX Mortgages online portal, I receive an error and am unable to retrieve any prior records related to the trial payment plan or its terms. As a result of this situation, my loan is now at risk of becoming delinquent, and additional balances may continue to accrue while this issue remains unresolved. Based on the above, I believe this reflects a servicing error, particularly in relation to how the trial payments were applied during and after the servicing transfer. I am seeking a timely and appropriate resolution to this matter.

Company response to consumer: Closed with explanation