Consumer complaint received 2026-04-03 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
Introduction I am submitting this complaint to request a formal review and investigation into the handling of my mortgage loan, associated insurance proceeds, and servicing transfers involving XXXX XXXX XXXX XXXX, XXXX XXXX ( XXXX XXXX ), and XXXX XXXX. I am a XXXX veteran with a service-connected rating, including XXXX and related XXXX XXXX. These conditions materially impact my ability to navigate complex financial systems without clear, consistent, and transparent communication. As such, I rely heavily on proper servicing practices and procedural integrity. 1. Questionable Endorsement and Negotiation of Insurance Proceeds An insurance claim was initiated following wind and hail damage, with claim-related notices dated XX/XX/XXXX and XX/XX/XXXX. The resulting insurance proceeds in the amount of {$16000.00} required endorsement by both myself and the mortgage servicer. I did not physically sign or authorize endorsement of this check. Despite this, the funds were reportedly negotiated and deposited. I believe the endorsement used may have been either : a reproduced or digitally applied version of my signature, or an unauthorized endorsement This raises concerns regarding : unauthorized negotiation of funds improper endorsement handling failure of internal controls 2. Verification of Endorsement and Timeline Discrepancies Prior to any reported negotiation of the check, I communicated with a mortgage servicing representative in or around late XXXX to early XX/XX/XXXX, expressing concern and hesitation about signing the check under the circumstances and not providing authorization for endorsement. Despite this, the funds were reportedly negotiated. Additionally, servicing records contain conflicting information : Prior servicer records indicate that the funds may have been processed around XX/XX/XXXX XXXX XXXX states that the only transaction involving these funds occurred on XX/XX/XXXX This discrepancy of over one year raises concerns regarding the accuracy of servicing records and the sequence of events related to endorsement and deposit. I request clarification of : The exact date the check was endorsed and negotiated The method used to obtain and verify the endorsement Whether endorsement occurred before or after my communication expressing non-authorization The chain of custody of the check from issuance through deposit Internal call logs or servicing notes documenting my communications 3. Failure of Proper Disbursement and Repair Facilitation Due to lack of clarity and proper execution of endorsement and disbursement, I was unable to initiate repairs within a reasonable timeframe. As a result : From XXXX through XXXX, repairs were not initiated due to lack of access to properly disbursed funds Roof damage remained unresolved The home remained exposed to environmental conditions Additional deterioration likely occurred, including siding damage and potential mold risk 4. Review of Servicing Practices and Regulatory Compliance I request a comprehensive review of whether servicing practices complied with all applicable laws and regulations, including : Real Estate Settlement Procedures Act ( RESPA ) and Regulation X ( 12 CFR Part 1024 ) Truth in Lending Act ( TILA ) and Regulation Z ( 12 CFR Part 1026 ) Consumer Financial Protection Act ( UDAAP standards ) Uniform Commercial Code ( UCC ) endorsement and negotiable instruments Texas Deceptive Trade Practices Act ( DTPA ) VA loan servicing guidelines applicable to federally backed veteran loans 5. Compounding Financial and Structural Harm Due to Delay From XX/XX/XXXX through XXXX, the property has remained subject to ongoing environmental exposure without completion of necessary repairs. The original claim represented the initial scope of repairs required to address roof damage. Due to delays in accessing and properly disbursing funds : Repairs were not initiated in a timely manner The property remained exposed to repeated rainfall, humidity, and temperature fluctuation Damage progressed beyond the original scope Delayed roof repair predictably leads to : water intrusion into underlying structures deterioration of adjacent systems ( siding, insulation, interior materials ) increased likelihood of mold development Additionally, construction material and labor costs have significantly increased between XXXX and XXXX, with industry escalation commonly ranging from 30 % to 60 %. The combined effect of : delayed repair capability continued environmental exposure construction cost inflation has resulted in compounded financial and structural harm exceeding the original claim scope. 6. Servicing Transfers and Resulting Confusion My loan was transferred to XXXX XXXX on or about XX/XX/XXXX, following prior servicing by XXXX XXXX XXXX XXXX ( associated with XXXX XXXX/XXXX XXXX ). This transition resulted in : uncertainty regarding payment handling confusion in claim status and fund tracking inconsistent information across servicing entities 7. Consumer Vulnerability Consideration As a XXXXXXXX veteran, I am particularly vulnerable to : administrative complexity inconsistent servicing communication procedural ambiguity The handling of this matter has caused : significant emotional distress increased XXXX difficulty maintaining stable oversight of my financial and housing situation 8. Request for Preservation of Records Given that key events span from XX/XX/XXXX through at least XX/XX/XXXX, I respectfully request preservation of all relevant records, including : the original insurance check and endorsement escrow and transaction history servicing transfer records internal notes and account logs call recordings and communication records third-party processing records Preservation is necessary to ensure accurate reconstruction of events given the discrepancies identified. 9. Requested Actions I request : A full accounting of the {$16000.00} insurance proceeds Verification and documentation of the endorsement used Reconciliation of conflicting servicing timelines Review of regulatory compliance across all servicing entities Consideration of compounded damages resulting from delay This request is based on documented events occurring between XX/XX/XXXX and XX/XX/XXXX, including ongoing communications and formal inquiries. Closing Statement This matter reflects not a single transaction issue, but a breakdown in process that prevented timely repair of a damaged home. The combination of : unclear endorsement authorization inconsistent servicing records delayed access to funds has resulted in ongoing financial and structural harm. I am requesting clarity, accountability, and resolution based on a complete and accurate review of this matter.

Company response to consumer: Closed with explanation