Consumer complaint received 2026-03-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Problem with fraud alerts or security freezes — 
Company: Rocket Mortgage, LLC
State: NJ

Complaint narrative:
This correspondence constitutes a Notice of Error under the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605 and Regulation X, 12 C.F.R. 1024.35. Borrower asserts that an error occurred during transmission of servicing records from XXXX XXXX XXXX XXXX to XXXX XXXX XXXX XXXX The asserted error concerns failure to transmit complete loan servicing records relating to COVID-19 mortgage relief documentation. ________________________________________ FACTUAL BASIS Borrower transmitted a written request to XXXX XXXX XXXX XXXX on XX/XX/year> requesting documentation relating to COVID-19 mortgage relief funds associated with this loan. Borrower spoke with a Mr. Cooper representative on XX/XX/year>. The representative stated that the servicing transfer file received from XXXX XXXX XXXX XXXX did not contain documentation relating to COVID relief program records. The representative stated that either : 1. XXXX XXXX did not transmit the records ; or 2. a third-party servicing vendor failed to transfer the records. Borrower reviewed the transaction history supplied by XXXX XXXX That history contains no entry showing disbursement, allocation, credit, or accounting treatment of any COVID relief funds by XXXX XXXX. The absence of such entries indicates that relevant documentation may not have been transmitted or may not have been properly recorded in the servicing history. This condition indicates a potential servicing transfer error under 12 C.F.R. 1024.35 ( b ) ( 10 ) relating to failure to transfer accurate loan information during servicing transfer. Borrower does not assert that borrower initiated an application for COVID-19 relief funds. This Notice of Error concerns missing documentation and incomplete servicing transfer records. ________________________________________ REQUIRED INVESTIGATION Pursuant to 12 C.F.R. 1024.35 ( d ) the servicer must conduct a reasonable investigation. Borrower requests investigation of the following issues : 1. Determine whether any COVID-19 relief program, advance, partial claim, loss-mitigation action, or third-party assistance was ever applied, credited, advanced, or recorded against this loan account by XXXX XXXX XXXX Mortgage or any successor servicer . 2. If such action occurred, identify : program name transaction date amount servicing ledger entry location 3. Identify whether documentation relating to COVID relief programs was included in the servicing transfer packet transmitted from XXXX XXXX to XXXX XXXX 4. Provide documentation identifying all materials included in the servicing transfer file received by XXXX XXXX. 5. Identify any third-party vendor or servicing platform used to transmit or board the servicing file. 6. Explain the absence of any accounting entry relating to COVID relief funds in the transaction history supplied to borrower. ________________________________________ REQUIREMENT FOR COMPLETE RESPONSE HUD Partial Claim / COVID Advance Disclosure Clause HUD Partial Claim and COVID Relief Ledger Verification Servicer shall state affirmatively whether any HUD Partial Claim, COVID-19 advance, forbearance capitalization, or government-related loss mitigation transaction was ever created, booked, reserved, recorded, or transmitted within the servicing system, investor reporting system, loss-mitigation platform, or any related internal accounting system associated with this loan. If any such entry exists or previously existed, servicer shall identify : the program name or assistance category, the transaction or booking date, the dollar amount associated with the transaction, the internal ledger or system in which the entry was recorded, and any documentation or authorization supporting the creation of the entry. If servicer asserts that no such entry exists, servicer shall confirm that a review was conducted of all servicing, investor reporting, loss mitigation, and escrow systems used by both XXXX XXXX XXXX XXXX and any successor servicer and shall provide a written statement describing the scope of that review. A response stating no records found or no error occurred is not sufficient without documentation demonstrating that a reasonable investigation was conducted. If responsive records are missing from the servicing transfer file, the servicer must : identify the source of the missing records identify the entity responsible for maintaining those records document efforts undertaken to locate or reconstruct the records. Failure to transmit records during servicing transfer constitutes a potential servicing error under 12 C.F.R. 1024.35 ( b ) ( 10 ). ________________________________________ RESPONSE REQUIREMENTS Under RESPA and Regulation X : Servicer must acknowledge receipt within 5 business days Servicer must complete investigation and respond within 30 business days, subject to lawful extension. ________________________________________ DOCUMENT FORMAT Borrower requests that responsive materials be provided : in downloadable electronic format not encrypted in ADA-accessible format Borrower also requests a complete written response by certified mail. ________________________________________ RESERVATION OF RIGHTS This Notice of Error is submitted pursuant to 12 U.S.C. 2605 and 12 C.F.R. 1024.35. Borrower reserves all rights and remedies available under federal and state law. Those rights include regulatory complaints, administrative remedies, and civil actions if the servicer fails to conduct a reasonable investigation or fails to correct any servicing error. Submission of this notice does not waive any claim, defense, or right relating to servicing or ownership of the loan.

Company response to consumer: Closed with explanation