Consumer complaint received 2025-11-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Rocket Mortgage, LLC
State: WI

Complaint narrative:
XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, WI, XXXX ( XXXX ) XXXX XXXX Date : XX/XX/XXXXXXXX  Rocket Mortgage Attn : Loss Mitigation and Appeals XXXX XXXX XXXX. 
XXXX, MI XXXX Fax : ( XXXX ) XXXX Re : Appeal of XXXX  XXXX  Period Plan and Request for Full XXXX XXXX XXXX XXXX XXXX XXXX Number : XXXX Property Address : XXXXXXXX XXXX XXXX XXXX XXXX XXXX, WI XXXX To Whom It May Concern : I am writing to formally appeal the XXXX XXXX XXXX XXXX that has been offered on my loan and to request a full review under the XXXX XXXX  Flex Modification guidelines. Your correspondence and prior communications have confirmed that XXXX XXXX XXXX XXXX XXXX is both the investor and the owner of this mortgage loan. 
This letter is also a complaint regarding the conduct of my assigned dedicated point of contact and other servicing staff, and the lack of transparency about the terms of the offered XXXX plan. I am working with a HUD approved housing counselor and will share your written response with them. 

1. Background and current trial offer I am the confirmed successor in interest to the above referenced property and previously served as power of attorney for finances for the prior borrower. I have been attempting in good faith to resolve the loan and keep the property as part of the estate, keep housing affordable, and due to my XXXX  XXXX. 
I originally submitted my successor in interest documentation and requested loss mitigation or loan assistance several months before the XX/XX/XXXX XXXX XXXX XXXX letter was issued. After that, I sent multiple written complaints and requests for help directly to Rocket Mortgage by email at XXXX, XXXX, and XXXX. In those emails I described ongoing problems with successor recognition, inconsistent information from various agents, and my attempts over several months to obtain clear details about modification and assistance options. 
Despite my earlier submission, Rocket subsequently sent and addressed to me a duplicate successor in interest packet by XXXX and however addressed to XXXX XXXX XXXX in the packet, which added to the confusion about whether my status had been properly recognized. When these issues were not resolved, I filed a complaint with the Consumer Financial Protection Bureau ( CFPB ) on XX/XX/XXXX, CFPB complaint ID XXXX. That complaint included information about my prior contact with Rocket, my successor in interest submission, and the duplicate XXXX  mailing. The CFPB complaint was submitted several days before Rocket Mortgage generated the Trial Period Plan letter dated XX/XX/XXXX, XXXX months after speaking to Rocket in XXXX regarding successor documentation. 
I also scheduled an appointment with a HUD approved housing counselor as soon as I could. The first available opening I was given was XX/XX/XXXX, and I booked that appointment on or about XX/XX/XXXX. This means that long before the XX/XX/XXXXXXXX  XXXX XXXX XXXX letter was issued, I had already arranged to meet with a HUD counselor to review my situation and understand my options. The timing of that appointment was determined by the counselors availability and current state and federal funding for most of these programs, not by any delay on my part. 
Your office has offered a trial plan labeled XXXXXXXX XXXX XXXX XXXX XXXX XXXX Summary, with a trial payment of approximately XXXX dollars per month for XXXX months in XXXX, XXXX, and XXXX. The documents label the offer as XXXX, but do not explain what XXXX  is, whether it is a XXXX XXXX XXXX XXXXXXXX, another XXXX XXXX program, or a proprietary modification product, and do not describe what rules govern its terms. 
The XXXX XXXX XXXX XXXX that I later received is dated XX/XX/XXXX. On the back of the first page, the language states that I must accept the offer within 30 days and that acceptance can occur either by making the first payment of XXXX dollars or by contacting you to confirm that I want to accept the plan. It further states that if you do not receive confirmation or payment by the deadline, the offer may be revoked and my loan may continue to be referred to foreclosure. It instructs me that I can make my payment or confirm acceptance by signing in online to Rocket Mortgage or by reaching out to my single point of contact. On the very last page of the packet, page six, the plan describes an appeal process and states that after receiving an appeal, Rocket Mortgage will respond within 30 days. The same packet states that any appeal must be submitted by XX/XX/XXXX. 
On XX/XX/XXXX, before I had seen this letter, I spoke with my dedicated point of contact by phone. After verifying my identity and account information, she immediately asked if I was going to pay the total delinquent amount. I responded that she should already be aware of the situation, including my financial hardship and the fact that I had submitted successor in interest documentation, and that as the dedicated point of contact she should be familiar with my file. She left me a message on my voicemail the previous day on XX/XX/XXXX. 
During that XX/XX/XXXXXXXX  call, my dedicated point of contact also told me that there was no letter for me to have received. She stated that she had not written or completed any letter, that it was impossible for me to have received one, and that she also had not emailed me anything. She stated that the modification paperwork was not yet completed and that it was not possible for me to receive any documentation at that time. She further stated that I would not receive documentation until after the trial period was completed. 
After placing me on hold, she returned and informed me that I would need to make three trial payments of about XXXX dollars on XXXX ( XX/XX/XXXXXXXX  ), XXXX ( XX/XX/XXXX ), and XXXX ( XX/XX/XXXXXXXX  ) as part of a XXXXXXXX XXXX period, and that there were no other options available to me. She told me that I had to agree to this trial amount. In other words, I was told to accept a trial plan and payment amount, under threat that there were no alternatives, while being told that the paperwork was not finished and that I would not receive any documentation until after the trial was completed. 
Because I am trying to keep this home and was told I had no other options, I reluctantly agreed to allow XXXX dollars to be drafted on the XXXX of each month during the three month trial period. She then placed me on hold again to set up automatic payments from my bank account. 
While I was still on the call or immediately afterward, I received three emails confirming scheduled automatic drafts of approximately XXXX dollars for XXXX ( XX/XX/XXXXXXXX  ), XXXX ( XX/XX/XXXXXXXX  ), and XXXX ( XX/XX/XXXXXXXX  ). Those emails also displayed a message in the upper right corner indicating that the account was closed, which was confusing given that you were scheduling automatic pulls from the same account. I am attaching screenshots of those three scheduled payment emails as Exhibit B. 
On XX/XX/XXXX, my dedicated point of contact emailed me what she described as the completed XXXX XXXX XXXX documents. These documents show a notice date of XX/XX/XXXX and match the XXXX XXXX XXXX XXXX that I later received in paper form. This XX/XX/XXXX email directly contradicts her statements on XX/XX/XXXX that there was no letter, that no documents had been completed, and that nothing had been emailed. I am attaching screenshots of the XX/XX/XXXX email, and pdf document, including the from address and the date and time received, as Exhibit A. 
I did not actually receive the paper XXXX XXXX XXXX XXXX in the mail until around XX/XX/XXXX. I received the email copy on XX/XX/XXXX, pdf document, Only then did I see the written description of the mailed trial plan, the acceptance instructions, the foreclosure warning, the appeal language, and the statement that Rocket Mortgage will respond to an appeal within 30 days. The back of the first page and the last page stated that any appeal must be submitted by XX/XX/XXXX, and that Rocket Mortgage would respond to an appeal within 30 days of receiving it. In practice, this gave me only about six days from the date I received the letter to understand the written terms, reconcile them with what my dedicated point of contact had told me, consult with a HUD approved housing counselor, and prepare any appeal. 
The combination of a very short written appeal window, the statement that I must accept the offer within 30 days or face possible continued foreclosure referral, the promise that you can take up to 30 days to respond, and the contradictory verbal statements from my point of contact about there being no letter and no documentation until after trial made it extremely difficult to exercise the appeal right in a timely and informed way. 

2. Affordability and risk of redefault based on my budget My verified net monthly income is approximately XXXX dollars. 
After my current XXXX obligation ends, my essential non housing recurring expenses total approximately XXXX dollars per month. This figure includes utilities ( electric and gas ), phone service, auto insurance, minimum payments on existing debts, modest food and household needs, and a small group of essential subscription and technology services that I rely on for communication and safety, such as XXXX, XXXX, and caller ID spam blocking. My homeowners association ( HOA ) dues are XXXX dollars per month. 
Based on these figures, my monthly budget under the proposed XXXXXXXX XXXX is : Trial payment : about XXXX dollars HOA : XXXX dollars Essential non housing expenses : about XXXX dollars Total monthly outflow : XXXX + XXXX + XXXX = XXXX dollars Compared to my net income of about XXXX dollars, this leaves a monthly deficit of about XXXX dollars, before health insurance and any unforeseen expenses. 
I explained to my dedicated point of contact that this trial payment would be very tight and that the servicer should be concerned about my risk of redefault. I stated that a realistic review of my income and essential expenses shows that a XXXX dollar payment, plus HOA and basic living costs, does not fit my budget. I also stated that the servicer ought to have the borrowers best interests in mind when evaluating options, especially when the loan is owned by XXXX XXXX and specific modification tools are available. 
Despite this, I was told there were no other options, and I was pressured to agree to the trial without completed documentation or a clear explanation of the long term terms. On the numbers above, the proposed XXXX trial payment is not affordable and sets me up for another default, which is not in my interest or XXXX XXXX interest. I am also experiencing medical retaliation for filing regulatory complaints of overmedication and assault in regards to my mothers medical care and passing and experiencing a significant amount of distress. I am attaching a one page monthly budget summary as Exhibit E that shows this deficit clearly. 

3. Pattern of problems with the dedicated point of contact and other agents Over multiple months, both when I was acting as power of attorney for finances and now as a confirmed successor in interest, I have experienced the following issues with my assigned dedicated point of contact and other servicing agents : Repeated refusal to provide basic modification terms, even after direct requests from me for the proposed interest rate, the proposed term in months and years, the full payment schedule or amortization, the escrow breakdown, and the post capitalization principal balance.

Statements that no documentation and no detailed information about the modification would be provided until after the trial period was successfully completed. 
On XX/XX/XXXX, an insistence that I must agree to the trial terms even while stating that the modification paperwork was not finished, that there was no letter, that it was impossible for me to have received anything, and that nothing had been emailed, followed by an email of completed documents on XX/XX/XXXXXXXX  that directly contradicts those statements. 
A focus on whether I could pay the full delinquent amount or enter a very short three month arrangement, even after I had explained my limited fixed income and the fact that such lump sum or short term cures are not realistic for me. 
Statements that if I did not accept the offered XXXX, I had no other options, and that if I failed the trial I would have to file successor in interest paperwork again and start over, rather than continuing loss mitigation efforts as the already recognized successor. 
When I requested online access to the mortgage account so that I could review statements, documents, and payment activity, my dedicated point of contact denied that request and told me it was a privacy issue ; even though I had previously been the legal power of attorney for finances, I am now the court recognized executor of the estate, and I am the recorded successor on the deed and mortgage. 
This pattern leaves me without the information I need to make an informed decision and undermines my ability to evaluate whether the trial offer complies with XXXX XXXX  requirements or meaningfully reduces the risk of redefault. As the person responsible for managing this estate and making the payments, I should not be told that I must accept an offer without documentation or that I have no options if I question affordability. 
I am requesting assignment of a new, knowledgeable single point of contact or supervisory level contact who can provide complete, accurate information about all available options on a XXXX XXXX owned loan, and who will assist me in obtaining appropriate online access to the account consistent with my legal status. 

4. XXXX XXXX  ownership, XXXX, and the waterfall Your written communication has stated that XXXX XXXX  is the investor and owner of this loan. Another notice explained that you used a ranked ordering system, or waterfall, to evaluate workout options. In that notice you also stated that : A cap and extend modification was not offered because I qualified for another workout option based on my financial situation, and That other option is the XXXX trial plan. 
However : The trial plan and letters do not define XXXX  or identify whether it is a XXXX XXXX XXXX XXXXXXXX or some other XXXX program. 
I have not received any waterfall worksheet or clear explanation showing how my loan was evaluated under XXXX XXXX rules, or whether maximum allowable term extension and other Flex tools were considered. 
Based on my own budget math, the XXXX trial payment is not sustainable, while longer terms and different structures could produce a payment that is much closer to what I can realistically pay. 
In particular, the current XXXX trial appears to be based on a remaining term of approximately 186 months ( about XXXX years ), and I have not been given any explanation of why a longer term was not used to reduce the monthly payment, even though XXXX XXXX style modification guidelines generally contemplate extending the term, within allowed limits, to help achieve an affordable payment. 
Based on my fixed income, the short XXXX term with a {$710.00} payment is financially unsustainable. It is mathematically impossible for my loan to have failed an affordability test if the XXXX XXXX waterfall was correctly applied using the full XXXX term extension. 
I am therefore asking you to clarify exactly what XXXX is and how it fits into the required waterfall for a XXXX owned loan. 

XXXX. Requests for clarification, reevaluation, and correction Because XXXX XXXX is the investor and owner, and because I am already a confirmed successor in interest, I am requesting that you do the following : 1.Treat this letter as both an appeal and a complaint. Please treat this letter as : a.An appeal of the current XXXX XXXX XXXX XXXX, and b.A complaint regarding how my loss mitigation options and successor in interest status have been handled. I should not be required to accept any initial workout offer, or risk further foreclosure referral, before my appeal is fully reviewed and responded to in writing. 

2.Treat this appeal as timely or accept it for good cause. XXXX XXXX XXXX XXXX Summary is dated XX/XX/XXXXXXXX  and states that any appeal must be submitted by XX/XX/XXXX, yet I did not actually receive the paper letter until around XX/XX/XXXX. I spoke with my dedicated point of contact on XX/XX/XXXX, and she told me that there was no letter, that the paperwork was not finished, that it was impossible for me to have received anything, and that I would not receive documentation until after the trial was completed. On XX/XX/XXXX, she then emailed me completed XXXX XXXX documents dated XX/XX/XXXX. 
The conflicting and false verbal statements from your dedicated point of contact on XX/XX/XXXX made it impossible for me to rely on the stated appeal deadline. 
I did not learn about the specific appeal deadline and the written appeal process until I physically received and reviewed the paper letter, which left me only about six days to understand the written terms, reconcile them with what my dedicated point of contact had told me, consult with a HUD approved housing counselor, and prepare any appeal.

In addition, before the XX/XX/XXXXXXXX  letter was issued I had already sent multiple written complaints directly to Rocket Mortgage at XXXX, XXXX, and XXXX, and I filed a CFPB complaint on XX/XX/XXXX, CFPB complaint ID XXXX, about these same servicing issues. I also scheduled a HUD approved housing counseling appointment for XXXX XXXX XXXX months in advance, on or about XX/XX/XXXX, because that was the first available opening. These steps show that I have been actively and consistently trying to resolve this matter in good faith within the limited time available. For these reasons, I am asking that you treat this letter as a timely appeal, or at minimum accept it for good cause. 
3.Explain what XXXX is. Please state clearly in writing : a.Whether XXXX  is a XXXX XXXX XXXX XXXXXXXX, another standard XXXX XXXX XXXX, or a proprietary modification product of your company, and b.Which investor or XXXX XXXX guidelines govern the terms of this XXXX  plan. 

4.Provide complete written disclosure of the XXXX terms. Before I decide whether to proceed, please provide in writing : a.The pre modification principal balance and all amounts capitalized. 
b.The post capitalization principal balance. 
c.The proposed interest rate and whether it is fixed or adjustable. 
d.The proposed term in months and in years.

e.The exact monthly principal and interest portion. 
f.The escrow portion broken out between taxes, insurance, and any other items. 
g.Any principal forbearance or balloon amount. 
h.Any other fees or charges included in the modification. 

5.Reevaluate the loan under the XXXX XXXX XXXX XXXXXXXX XXXX XXXX Please confirm in writing whether my loan has been properly evaluated under the XXXX XXXX XXXX XXXXXXXX waterfall. If it has not, I am requesting that you do so now. If it has, please provide the complete waterfall worksheet, including : a.The property value used. 
b.The pre modification and post modification principal and interest payment amounts. 
c.Any interest rate adjustments considered. 
d.Any term extensions considered, up to the maximum allowed term from the modification date. 
e.Any principal forbearance considered. 
f.The exact monthly net income and the specific non-housing expense figures used in the servicers calculation, including the treatment of my $ XXXX  monthly HOA dues.

g.The reasons you selected the current term length and payment level given my documented income and essential expenses. 

Based on my income of about XXXX dollars and my essential expenses and HOA, a short term plan with a XXXX dollar payment leaves me structurally negative each month. I am specifically requesting that you consider the maximum term extension available under the applicable investor guidelines, and explain in writing why any longer term was not offered, as well as any permitted principal forbearance, so that my monthly payment reflects a realistic ability to pay and reduces the risk of redefault. 
6.Confirm that declining or failing the current trial does not waive my rights. Please confirm in writing that if I decline or can not maintain the current XXXX XXXX  because it is unaffordable : a.This will not waive my right to be evaluated for all XXXX XXXX eligible options, including Flex Modification, and b.I will not be required to restart the successor in interest process solely because I did not accept or complete an unaffordable trial.

7.Correct the conduct of the dedicated point of contact and provide appropriate account access. Please review the conduct of my current dedicated point of contact and other agents who have handled my file and ensure that : a.Future personnel provide accurate information about all available loss mitigation options for this XXXX XXXX  owned loan. 
b.I am given complete written terms before being asked to agree to any trial or permanent modification. 
c.I am not told that I have no options when I raise legitimate concerns about affordability and redefault risk. 
d.I am not placed in a position where I must authorize automatic bank drafts without completed paperwork and full documentation. 
e.I am not given verbal information that directly contradicts the written notices, especially regarding the existence of letters, the status of documents, and the appeal process. 
f.My legal status as successor in interest, executor of the estate, and responsible party for the mortgage is respected, including by granting appropriate online access to the account so I can monitor statements, documents, and payment activity. 

6. Submission method and request for confirmation Due to my lack of transportation and inability to access USPS certified mail, I am submitting this appeal and complaint to Rocket Mortgage by multiple electronic means. This includes email to your servicing and resolution addresses, and, if possible, transmission through my HUD approved housing counselor. Please confirm receipt of this appeal in writing and ensure that it is routed to Loss Mitigation and the appropriate supervisory staff for XXXX XXXX owned loans. 

7. Conclusion I want to keep this home. Properly structured, my mortgage and HOA payment are still less than typical market rent and the property represents important estate value and shelter. I am willing to accept a longer term, even though this means I may pay more total interest dollars over the life of the loan, if that is necessary to reach a sustainable monthly payment that I can realistically make every month. When I refer to higher total interest cost, I am talking about the total interest paid over time from a longer term, not an increase in the note interest rate.

What I can not do is accept a short term XXXXXXXX XXXX XXXX  that my own numbers and budget clearly show I can not afford, especially when I am not given full documentation or a clear explanation of how this plan was chosen over other possible options. I am asking for a good faith review that takes my actual current income and essential expenses into account and uses the full range of tools available for a XXXX XXXX owned loan. 
Please provide a written response to this appeal and complaint, including answers to all requested items, within thirty days. I request that you send your response by mail and, if possible, by secure online message so that I can share it with my HUD approved housing counselor.

I am attaching the following exhibits with this letter : XXXX XXXX XXXX Screenshots of the XX/XX/XXXX email from my dedicated point of contact transmitting the completed XXXX XXXX XXXX documents, showing the from address and the date and time received. 
Exhibit B : Screenshots of the three scheduled payment emails confirming the automatic XXXX dollar drafts, including the account closed notation. 
Exhibit C : Confirmation or summary of my CFPB complaint filed XX/XX/XXXX, CFPB complaint ID XXXX. 
Exhibit D : Copy of the duplicate successor in interest packet sent to me by XXXX. 
Exhibit E : Monthly budget summary showing my income, essential expenses, HOA, and the resulting deficit at the proposed XXXX trial payment level. 
Thank you for your prompt attention. 
Sincerely, XXXX XXXX XXXX XXXX XXXX : XXXX panwriter, markdown

Company response to consumer: Closed with explanation