Consumer complaint received 2026-04-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Rocket Mortgage, LLC
State: MO

Complaint narrative:
I am submitting a formal complaint regarding the handling of my mortgage loan by Rocket Mortgage which has resulted in significant delays, financial harm, and risk to our scheduled closing date of XX/XX/XXXX. XXXX and Actions Taken : On XX/XX/XXXX, at XXXX XXXX ET, we uploaded our completed XXXX tax documents as requested. We followed all instructions provided by Rocket Mortgage and completed every task listed in their system in a timely manner. Even when additional requests were made at the last minute, we took immediate actionincluding taking time off workto complete and submit all required documentation within hours of receiving those requests. We were instructed to upload signed tax returns, which we did. In addition, we proactively provided a receipt of submission and a letter from our CPA confirming the filing. Despite completing all requested tasks, we were informed just two days ago ( XX/XX/XXXX ) less than one week before our scheduled closingthat additional documentation was required. Specifically, we were told that proof directly from the IRS website confirming received of our tax filing was needed, even though all items on Rocket Mortgages task list had already been completed. Communication Failures and Misrepresentation : We were clear about our intended closing date and informed that would not be a problem. However, even five days prior to closing, we were unable to obtain clear answers regarding closing costs, or confirmation of the time and location of closing. Additionally, the Loan Officer provided inaccurate information regarding the appraisal timeline. We were told we could not close because the appraisal would not be available for an additional three days. However, upon contacting the appraiser directly, we were informed that the appraiser had already spoken with the Loan Officer and advised that the appraisal would be delivered by the end of the same day. This discrepancy raises serious concerns about transparency and communication. Impact of Delays : Due to these delays and last-minute requirementsintroduced within one week of closingwe are now being forced to consider closing using a combination of cash and a line of credit. This was not our chosen course of action and is solely the result of Rocket Mortgages handling of the loan process. As a result, we are incurring : Additional financial costs Interest expenses associated with a line of credit Losses related to liquidating funds Additional administrative burden, including compliance with Financial Crimes Enforcement Network ( FinCEN ) requirements We have also been informed that the originally locked interest rate may no longer be honored, despite the fact that all delays were outside of our control. Further, the failure to close on the expected date places us in jeopardy of losing an additional property that is contingent upon this transaction being completed on time, creating further financial and contractual risk. This situation has caused significant inconvenience, financial exposure, and added stress due to the timing and handling of this loan process. We have acted in good faith throughout this process and have complied with every request made by Rocket Mortgage. The current situation is the direct result of their delays and changing requirements, and it is unacceptable that we are now facing financial consequences as a result. Thank you for your attention to this matter. We look forward to a prompt resolution. Sincerely, XXXX

Company response to consumer: Closed with explanation