Consumer complaint received 2024-04-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: KY

Complaint narrative:
Based on the resolution offered from Rocket Mortgage for my complaint back in XX/XX/XXXX ( complaint ID XXXX ) my autopay was supposed to be reinstated. since I was a non-filing borrower ( as well as the only XXXX on the Note ). 

This started back successfully on XX/XX/XXXX. It pulled from my account on schedule for XXXX, XXXX, XXXX, and XXXX. But when XXXX came, nothing pulled from my checking account and I inquired on the XXXX as to the problem. I was not given any specific reason for why it did not pull because the frontend associate had no notes explaining to them that auto-pay was supposed to be on my account. I authorized a payment over the phone for XXXX and was told someone from the Executive team would be calling me back in XXXX hours. 

At this time I was very upset that my mortgage was placed in peril and I was never notified of the missed withdrawal, so I filed a new complaint on XX/XX/XXXX ( ID XXXX ) with the CFPB to address those issues. Ultimately I withdrew that complaint today because the conditions of what occurred drastically changed overnight. 

On the morning of XX/XX/XXXX I was alerted by XXXX that there had been a change to my XXXX XXXX. Upon examining that notice I was floored to find out Rocket Mortgage had issued a late notice for payment plunging my XXXX XXXX XXXX points!!! There are no words to describe how distraught I was over this or the feeling of complete betrayal by Rocket Mortgage to have ONCE AGAIN created for me more pain and anguish that nearly had me placed in a hospital yesterday. 

Once I was able to compose myself, I called Rocket Mortgage, and after ANOTHER exhaustive explanation of what was going on, I was forwarded to XXXX at the XXXX team that was reviewing my original issue of a missed withdrawal from XXXX. 

Turns out, after a lengthy discussion, the late notice was sent to XXXX because Rocket Mortgage had withdrawn my XXXX payment BUT NEVER APPLIED IT. So it was not my XXXX notice they destroyed my credit on, it was the XXXX payment which they had inhouse and never applied. 

XXXX acknowledged this was an error by Rocket Mortgage and that payments for both XXXX and XXXX would be reported as paid on time and sent back to XXXX to clear up the error in sending a late notice. I want to personally thank XXXX for her attention to my call because she is the FIRST person who not only explained the process in a clear and detailed fashion, but stated that because of the system flags on my wife, it creates internal issues for them applying the money after it is withdrawn from my account. Because of this explanation with their system, it was determined that I would cancel the autopay and schedule payments for the next XXXX months. All of this occurred yesterday, but as of XXXX this morning on XX/XX/XXXX my account still shows a delinquency of {$1900.00} which had me completed baffled. 

I spoke with XXXX about this and she stated I can no longer see my account because of my wife 's bankruptcy ( even though I saw it up until this past month ). She indicated the payments have been applied but that the system will be slow to update to what I can see. To add, she said XXXX is not allowed to send me correspondence on anything they are doing, even when I'm a non-filing borrower. What?!!! So I asked the next question that seemed obvious given the company suddenly hiding my account from my view. 

Rocket Mortgage incurred legal fees by sending attorneys to a bankruptcy proceeding that did not require their appearance. No services were performed. They also set up several separate hearings to ask the XXXX to request my wife to pay their fees. The XXXX ruled she did not incur them so she is not obligated to pay them. When they asked if I could pay them, the judge ruled a separate court date would have to be set up since I was not the filer. 

Rocket Mortgage took it upon themselves to ignore that ruling and apply those attorneys fees to my account without my knowledge. I will be reporting this to the attorney generals office and this WILL be properly disputed as recommended by the judge. I did not incur those fees and absolutely XXXX services were provided. The XXXX repeatedly told them their appearance was unnecessary and the home was not part of the bankruptcy. Any attorney can see the terms of the case online without any need to attend. Given everything that has transpired to date I can only view these actions as maliciously incurred expenses to create hardship for my wife and clearly to be hidden from me since I am a non-filing borrower. Her attorney who has been operating for 30 years in bankruptcy says he has never seen anything this lowdown before. 

This whole ordeal with Rocket Mortgage has been truly exhausting. I have worked in the corporate finance division for 40 years and I have never seen such a complete lack of transparency at this level of service. I have now been personally damaged by these actions from Rocket Mortgage. And while they have assured me they are correcting the improper reporting to the credit agency, it does not alleviate my concerns over what is around the corner or that they will actually do what they say. There seems to be a complete detachment to a process that is 100 % reactionary with XXXX capability to be preventative. All they have done is bring hardship and personal damage to myself and my wife.

Company response to consumer: Closed with explanation