Consumer complaint received 2025-11-07 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: FL

Complaint narrative:
This complaint concerns Rocket Mortgages repeated servicing failures and mismanagement of my FHA-backed loan modification process between XX/XX/XXXX and XX/XX/XXXX. Despite multiple valid applications, timely acceptance, and direct communication with Rocket Mortgage representatives, I was improperly denied a modification based on misrepresented deadlines, incorrect documentation, and internal errors ; none of which were corrected, even after a formal notice of appeal. 

Timeline : XXXX to XX/XX/XXXX I was approved for a continuation of a natural disaster forbearance plan XXXX XXXX, XXXX ( this was a continuation of a disaster plan from XXXX after multiple back to back XXXX  in XXXX. We sustained water damage to one of our bedrooms with mold and were denied claims by insurance ) The regular payments were to resume in XXXX. However, rocket 's portal showed a next payment date of XXXX. I contacted rocket still within the month of may to clarify on discrepancies and to offer to make a payment and was told I could not make a payment, that the plan had now been withdrawn, and all past due balances were owed. This directly contradicted previous information I had received. I was told I would need to start over by submitting a new application. 

On XX/XX/XXXX, I submitted another application for success through rocket mortgage portal. This was not my first application as previous submissions were rejected or not processed properly due to rockets poor internal handling. Each time I followed up promptly and was told continuously I would need to reapply. This had been an ongoing issue since stated above in XXXX. 

XX/XX/XXXX : I noted a discrepancy in partial claims balances owed in the application as they were not showing paid by HUD and significantly increased my total mortgage debt owed. I requested an escalation immediately due to this serious servicing error. XXXX XXXX was assigned to my case but failed to address or correct the miscalculation. During this time, I was told I would need to submit yet another application for Success, despite already being in review. 
Additionally, my income was entered incorrectly into Rockets system. I alerted XXXX to this error along with several other discrepancies, including outdated or inaccurate financial data. My concerns were dismissed and never addressed or corrected. The misreported income later became a key justification for Rockets denial, even though I had clearly flagged the error before the review was complete. 

XX/XX/XXXX : On XX/XX/XXXX, I formally accepted the loan modification offer via Rockets client portal that XXXX and I had been continuously discussing and accepted out of fear of foreclosure as the process had now further put me behind. 
I accepted the modification offer via XXXXXXXX XXXX portal at approx XXXXXXXX XXXX. The portal displayed a clear confirmation stating : You're all set! Now it's our turn. We'll be working with our partner first american to finalize your documents. Please allow up to 2 weeks for us to review documents and finalize your loan. It also displayed a deadline of XX/XX/XXXX to accept the offer. I have attached both screenshots with timestamps showing the XX/XX/XXXX deadline being listed on the portal as well as the portal 's confirmation of plan acceptance. 
At no point in time was a signing deadline ever communicated to me. Via portal or continuous correspondence with XXXX. I spoke to a rocket mortgage agent the night of XX/XX/XXXX and at no point did they give a signing deadline either. 

Shortly after my acceptance on XX/XX/XXXX, I logged into the portal to check status of documents and I saw a closeout letter appear in the portal. The closeout letter stated I missed a signing deadline of XX/XX/XXXX. This was the ONLY time I was ever notified of a signing deadline and it was AFTER I had already accepted the plan on the portal. I immediately contacted Rocket and was told there was nothing they could do as I missed the deadline which I further explained no deadline was given to me via portal or any correspondence with XXXX. I advised the representative that I had screenshot evidence of my acceptance and pushed for escalation. They refused to do so despite me stating I had proof of acceptance. I uploaded them to my documents section and only then did the representative agree to escalate as it was clearly evident by my screenshots. XXXX immediately replied stating the file could not be escalated as I missed the signing deadline and there was no more to be done. I asked her when the deadline was communicated as I had not seen any deadlines mentioned and sent her the screenshots showing the portal confirmation as well. I went through all of our emails and not a single deadline was given in any prior communication. She only had notified me via email of the deadline AFTER I accepted on the portal via email on XX/XX/XXXX only ONE day prior to the supposed deadline of XX/XX/XXXX. I had already accepted on the portal at that point where it clearly stated it could take up to 2 weeks for paperwork to process. I used that information as my guidelines to follow as I had just been in contact with XXXX and rocket chat agent with no mention otherwise. 
That date was only mentioned retroactively, after denial. 

I continued to attempt escalation for review and was repeatedly denied by XXXX the servicing XXXX. I spoke with her colleague XXXX XXXX who was covering for her while she was out of office and he too refused to escalate. It was not until I had submitted a formal request for escalation that I was contacted by another escalation XXXX named XXXX who turned out to be the same level XXXX as XXXX and I was denied my right to speak with a XXXX or higher-level supervisor for review. 

I was again advised to fill out another application for success which I did. 

XX/XX/XXXX Rocket Mortgage denied the modification, citing two reasons : ( XXXX ) that the partial claim exceeded limits, and ( XXXX ) that the offer didnt meet the required 25 % XXXX XXXX XXXX XXXX reduction. The first was false, the partial claim issue had been identified by me and resolved in XXXX. The second was due to the fact that I had now become so far behind in my mortgage due to the constant mishandling of my loan and improper documentation and communication by rocket mortgage. 

Rocket also falsely stated I missed a notary appointment and stated I never showed to it falsely documenting that in my loan file. I was never notified of any such appointment and I had been in constant contact with the notary advising them and updating them regarding my continued conversations with rocket. 

I had reached out to the notary the day I was told this new information by XXXX and asked the notary if they could provide me with the appointment information or if there was a miscommunication. The notary told me the date is a " placeholder '' and is not an actual scheduled appointment. When I asked if I could see the modification package that they had that was being offered to me they stated they did not have it as it was cancelled and " no longer existed ''. 

I have worked tirelessly and endlessly in good faith to resolve these issues with rocket and their servicing and portal mishandlings. I have remained in constant communication and my goal this entire time has been to get our mortgage back on track and to stay in our home. I have XXXX young children and had been working XXXX jobs to try to keep up with expenses. My husband has accepted another job and our goal, again, has always been to get our loan back on track, to stay in our home, and to work with rocket on a resolution. 

Summary of Failures Rocket miscalculated the FHA partial claim, increasing my debt. 
Repeated rejections and demands to resubmit applications without explanation. 
Income was documented incorrectly and not corrected despite multiple warnings. 
Portal confirmed acceptance and showed XX/XX/XXXX deadline-Rocket later claimed XX/XX/XXXX without ever disclosing it beforehand. 
Closeout letter was posted with no warning ; no chance given to sign or respond. 
I was falsely accused of missing a notary appointment I was never informed of. 
All requests to escalate to a manager or supervisor were denied by XXXX and XXXX and XXXX I can provide any and all screenshots showing communication with rocket and emails between XXXX and jarrod as well as multiple attempts to reach out to rocket agents.

Company response to consumer: Closed with explanation