Consumer complaint received 2026-05-21 00:00:00
Product: Mortgage — USDA 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: AR

Complaint narrative:
This is an emergency complaint regarding bad-faith loss mitigation, systematic dual-tracking, and deliberate administrative stalling by Rocket Mortgage , LLC. The servicer has issued a loan modification agreement with a hard expiration deadline of XX/XX/XXXX. However, Rocket Mortgage is attempting to force me to sign an inaccurate agreement that contains material misrepresentations regarding the legal titleholders, creating a severe risk of technical mortgage fraud. Rocket Mortgage has simultaneously denied my husbands status as a successor in interest by demanding irrelevant documentation, while actively violating federal USDA servicing regulations under 7 CFR Part 3555. If this is not resolved immediately by federal regulators, I will be compelled to seek out federal regulators to keep my home. STATEMENT OF FACTS & ADMINISTRATIVE TIMELINE : XXXX. XX/XX/XXXX : I submitted requested information to Rocket Mortgage via fax. This packet explicitly contained Exhibit A ( which is in their loan modification packet that I received XX/XX/XXXX ), which included the recorded XXXX and XXXX quitclaim deeds detailing the true legal chain of title. It also included my husband 's contributor statement and proof of his income. XXXX. XX/XX/XXXX : A Rocket Mortgage agent confirmed via telephone that the company was fully in possession of my divorce decree, marriage license ( it was verbally requested XX/XX/XXXX and emailed to XXXX the same day ; Rocket acknowledged receipt XX/XX/XXXX via email ), and both recorded quitclaim deeds. XXXX. XX/XX/XXXX : Rocket Mortgages Research Department issued a formal notice ( Research Reference # : XXXX ) denying successor in interest status to my husband, XXXX XXXX. The notice checked boxes demanding a birth certificate to establish a family relationship, completely ignoring that he is my spouse, that Rocket possesses our marriage certificate, and that a birth certificate is legally irrelevant. XXXX. XX/XX/XXXX : During an escalation call, Rocket Mortgage agents contradicted their own system records. Agent XXXX with Successor in XXXX Department falsely claimed they lacked the divorce decree, and Agent XXXX claimed she could not see any deed with Brians name on it. XXXX XXXX from XXXX Assistance then asserted that my ex-spouse ( XXXX XXXX ) could not be removed from the account because the loan is past due, stating a formal loan assumption process is required and can not occur during a delinquency. XXXX. XX/XX/XXXX ( During Call ) : I re-sent the XXXX and XXXX quitclaim deeds directly to XXXX and faxed them to XXXX to eliminate any excuse of missing documentation. 6. Rocket Mortgage has imposed a hard deadline of XX/XX/XXXX, to return the executed loan modification agreement. Because Rocket has failed to update the title records on their end, signing the document as written would force an attestation to inaccurate facts regarding the parties involved. Last week, I was told I can " return the signed packet with a Quitclaim Deed '' and today, I was told " you can sign the packet as is. I have repeatedly told Rocket that this is mortgage fraud and I will not sign this packet as is. SPECIFIC REGULATORY VIOLATIONS BY ROCKET MORTGAGE : Violation of 7 CFR 3555.256 ( Exempt Transfers & Past-Due Assumptions ) : Rocket Mortgage is in direct violation of USDA Rural Development regulations. Under 7 CFR 3555.256 ( c ), a servicer can not block account updates or enforce due-on-sale clauses for a spousal transfer resulting from a divorce decree or property settlement. Furthermore, Rockets claim that they can not process the title change or remove the ex-spouse because the loan is past due directly contradicts 7 CFR 3555.256, which explicitly states : " If the account is past due at the time an assumption agreement is executed, the loan XXXX be re-amortized to bring the account current. '' Rocket is illegally applying conventional rules to a specialized USDA framework. Violation of 7 CFR 3555.303 & 3555.304 ( Failure to Accurately Evaluate for XXXX ) : Rocket Mortgage has failed to properly evaluate this account for a Mortgage Recovery Advance ( MRA ). I am facing substantial arrears and an escrow shortage. Under 7 CFR 3555.304 ( d ), an MRA is explicitly authorized to cover the sum of arrearages, including principal, interest, taxes, and insurance ( PITI ). My escrow shortage is fully eligible to be absorbed into a deferred, zero-interest USDA subordinate lien. Instead, Rocket agents told me on a recorded call that I must " write a letter and ask '' for an MRA, completely bypassing mandatory loss mitigation evaluation workflows. The letter I received saying I've been approved for loan modification was dated XX/XX/XXXX, mailed via certified mail on XX/XX/XXXX and I didn't get it until XX/XX/XXXX at XXXX pm ( I signed from my letter XXXX ) which was the XXXX day to appeal per their letter. Breach of Electronic Disclosure Agreement Error : Failure to Provide Notification Alerts ( E-SIGN Act ( 15 USC 7001 ) & RESPA ( 12 CFR 2601 ) As a Paperless customer, my consent to electronic communication is contingent upon the servicer providing reliable email notifications of " New Documents Available, '' as required by our Electronic Disclosure Agreement. Servicing Failure : Rocket Mortgage has ceased sending email alerts for all portal uploads for at least the past 60 days. This failure forces me to manually monitor the portal almost daily to discover communications. I have repeatedly mentioned this lack of contact via the phone. Bad Faith Loss Mitigation & Manufactured Expiration : By separating their Loss Mitigation Department from their Successor in Interest Department, Rocket Mortgage has created an administrative XXXX. They are running out the clock to hit the XX/XX/XXXX cutoff so they can cancel the modification offer, while simultaneously refusing to process the legal title documents that would make the contract accurate and safe to sign.

Company response to consumer: Closed with explanation