Consumer complaint received 2026-04-23 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
The mortgage company XXXX XXXX are really overall a good company to deal with. My issue is I was evicted out of a shop I had been renting for 10 years in XXXX. I had been running my own business during that time. The eviction was not our fault. The building owner did not pay his county taxes and we were not informed about the issue until it had been auctioned off. The new owner did not give us any option but to leave. We were given 7 days to be out of the dwelling. We had customers vehicles torn down in six full bays and no way of accomplishing the full repair and move. Some customers allowed us to move their vehicles to my home and finish but most all of them came angry and I was forced to lose the revenue and pay out of pocket to have the big trucks moved to another repair facility. It destroyed my business. I went from XXXX per month to nothing in one swift instance. I got behind on all my bills including my mortgage. XXXX XXXX became the mortgage servicer in XX/XX/XXXX after I had been struggling to stay afloat with XXXX mortgage. I had paid them a couple of lump sums of over XXXX each. I then filed XXXX XXXX bankruptcy to attempt to get back on track. The attorney and the trustee both decided that I should be denied the bankruptcy due to my income being not consistant. We then asked XXXX XXXX to help us keep our home of 20 years. They approved us a loan modification and gave us three months trial period. We paid all three payments however the last two were paid at the same time due to the customer service rep for XXXX XXXX told us to do it that way. WE were barely able to make it happen but we did. XXXX XXXX sent us a packet of a new loan agreement that was perfect for us lowering the payment to very comfortable.We signed and sent back as instructed. WE then waited a few days and went on the website to see if our account showed the changes and instead we were told that the modification had been denied. We called and asked what had happened and told it was due to two payments being made at the same time.We begged for another chance stating we were told to do it that way. They finally gave us another chance at loan modification in XX/XX/XXXX after I proved I had started a regular job and no longer only had my self income. WE were again given a trial period for three monthly payments. WE followed the rules and made the first payment on time as described in their agreement information. They accepted the payment and then when we went to make the second payment, again on time., they would not accept the payment and stated that the plan was denied. WE were devastated. I was taking on a third job to catch everything up. They gave us no reason for stopping our trial period one month in. We contacted them to try to see what options we had. The customer service rep stated they also did not understand why it was denied one month into the trial period without and reason.We asked to have it reinstated so we could keep it going. WE were still in the ontime window. The rep stated we had to put in another application for assistance so we did. The company wanted us to upload proof of income and other documents. We attempted to do so. The website would act as if it were uploading the documents but would say upload failed at the end. We read the instructions and size and file types accepted. WE were doing it correctly. The website stated all documents were received however when looking for the documents it was still requesting them. We repeatedly sent messages trying to get help. We attempted to send them again and again. Finally we were sent a message telling us to email them to an actual email account. We did send them multiple copies. We attempted multiple times to verify they received them. Then two days ago we were sent a message stating we were denied. WE are totally stressed out over this. My wife has recently been diagnosed with XXXX and I am working three jobs to stay in our home. WE do not understand why we are being mistreated with the loan modification process. We can pay the mortgage normal payments on time every month from now on. We just do not have XXXX lump sum to pay. Please give us a chance to make the trial payments without cutting us off after 1 month. We are completely stressed about this. This is our home of over twenty years.Thank you for your help. We do like XXXX XXXX and there customer service. WE just dont understand why we are being handled improperly. Please give us this chance to show that we are serious. My loan number is XXXX is XXXX XXXX XXXX XXXX, Tx XXXX XXXX My name is XXXX XXXX my wife is XXXX XXXX

Company response to consumer: Closed with explanation