Consumer complaint received 2026-04-19 00:00:00
Product: Mortgage — Conventional home 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: TX

Complaint narrative:
XXXX CFPB COMPLAINT Subject : Non-Responsive and Incomplete Response to Prior CFPB Complaint Mortgage Servicing Issues ________________________________________ I previously filed a complaint with the CFPB regarding the servicing of my mortgage loan by Mr. Cooper ( XXXX XXXX XXXX ), Loan Number XXXX. Mr. Cooper provided a response dated XX/XX/XXXX. After careful review, I believe their response is incomplete and non-responsive to several key issues, and therefore I am submitting this follow-up complaint. ________________________________________ XXXX. Failure to Provide XXXX Foreclosure Referral Date My prior request specifically asked for the date the loan was referred to foreclosure counsel in XXXX, in connection with the Notice of Acceleration dated XX/XX/XXXX. Instead, the company provided a foreclosure referral date of XX/XX/XXXX, which relates to an earlier and unrelated foreclosure cycle. The company did not provide : The XXXX foreclosure referral date The date foreclosure-related legal services began in XXXX This information is necessary to verify compliance with XXXX C.F.R. XXXX ( f ) ( XXXX delinquency rule ). ________________________________________ XXXX. Refusal to Provide Internal Servicing Notes I requested internal servicing notes for the period XXXX through XX/XX/XXXX, including : Loss mitigation review activity Foreclosure escalation timeline Handling of borrower correspondence The company refused to provide these records, stating they are confidential or proprietary. However, I am requesting factual servicing history and timeline data, not legal strategy. These records are necessary to verify whether proper servicing procedures were followed. ________________________________________ XXXX. Failure to Address XX/XX/XXXX Borrower Letter On XX/XX/XXXX, I submitted a written request asking the servicer to refrain from interfering during the active sale of my home. This letter was sent shortly after the Notice of Acceleration and during an ongoing effort to sell the property. The companys response does not : Confirm receipt of this letter Explain how it was handled Explain why no response was provided This omission is significant, as the lack of response contributed to urgency and distress during the sale process. ________________________________________ XXXX. Incomplete Loss Mitigation Explanation The company references a Loss Mitigation Evaluation Notice but does not clearly state : Whether my XX/XX/XXXX hardship submission was considered complete or incomplete Whether any deficiency notice was issued The timeline of review prior to foreclosure escalation This information is necessary to determine whether proper loss mitigation procedures were followed. ________________________________________ XXXX. Incomplete Fee Timing and Documentation The company provided a breakdown of certain fees, including legal fees and title-related expenses in XX/XX/XXXX. However, the response does not clearly establish : The date legal services were first incurred in XXXX XXXX any foreclosure-related activity occurred prior to regulatory eligibility The justification and timing of title-related charges shortly after the XX/XX/XXXX acceleration ________________________________________ Summary While the company provided general account information, it failed to address several critical issues necessary to evaluate compliance with federal servicing regulations and proper handling of borrower communications. In addition, I previously submitted a detailed written dispute dated XX/XX/XXXX, outlining these concerns, which was not fully addressed in the companys response. I respectfully request that Mr. Cooper provide a complete and responsive explanation, including : XXXX foreclosure referral timeline Factual servicing history ( non-privileged records sufficient to verify timeline ) Handling of XX/XX/XXXX correspondence Clear loss mitigation status and timeline Full documentation of fee timing and justification Thank you for your review. XXXX XXXX XXXX

Company response to consumer: Closed with explanation