Consumer complaint received 2026-04-16 00:00:00
Product: Mortgage — Conventional home 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: NC

Complaint narrative:
I am filing this complaint regarding multiple servicing failures by Rocket Mortgage following the death of my XXXX in XX/XX/XXXX. Incorrect Probate Demands After my husbands XXXX, I contacted Rocket Mortgage and was told they could not speak to me because the mortgage wasnt in my name. I then received a letter stating that I had to initiate probate in order to communicate with them. At the time, I had no understanding of probate or mortgage servicing requirements and was relying entirely on Rocket Mortgage for guidance. I went to the courthouse to obtain the required document and filled out the form to start the probate process. When I took it to the XXXX, she questioned why I was doing this since my name was on the title deed. I then contacted my XXXX, who sent Rocket Mortgage a formal letter dated XX/XX/XXXX, clearly stating I was already on the deed as a tenant by the entirety, and ownership transferred to me automatically under North Carolina law. In response, Rocket Mortgage sent another letter continuing to demand probate documentation. This demonstrates that their actions were not based on my statements, but on their own incorrect internal records. In response to my letter of complaint ( dated XX/XX/XXXX ) to Rocket Mortgage, they claimed that on XX/XX/XXXX, I advised them that a will was in probate. This is a mischaracterization of events. Any reference I made to court activity was based on my confusion and lack of legal knowledge, not an informed statement that probate was required or underway. I did not understand the documentation they were requesting and mentioned that I had submitted a petition and our will to the court. I would later understand that it was a Petition and Assignment Years Allowance and totally unrelated to probate. My initial confusion regarding court filings does not justify Rocket Mortgages continued insistence on probate, as I was not legally required to open probate under North Carolina law. In fact, it was later discovered that Rocket Mortgage had failed to properly reflect me as a co-owner in their system, which caused this error. In my hand-written notes from a phone call to Rocket Mortgage on XX/XX/XXXX, a representative called XXXX said ( to paraphrase ) : The problem is from our side. It was set up wrong ; as a transfer of deed. Once this mistake was rectified, Rocket Mortgage finally sent me a letter dated XX/XX/XXXX called Successor In Interest Status Confirmed. Unauthorized Recast The second major servicing error took place after I made a {$70000.00} principal payment on XX/XX/XXXX and explicitly declined a loan recast. Despite this, my loan servicing reflected conflicting information : I was provided an amortization schedule showing payoff in XX/XX/XXXX. The billing statement reflected a XXXX-month term, which contradicts that schedule. The billing statement showed only {$89.00} going toward principal monthly, which is mathematically inconsistent with the loan balance ( {$61000.00} ) and payoff timeline. In a phone call to a XXXX XXXX XXXX at Rocket Mortgage by the name of XXXX stated that a recast had been done without charging the {$250.00} fee. This was confirmed in an email dated XX/XX/XXXX, in which XXXX said : I know it will not be much of a concern for you moving forward, but I will still investigate what appears to have been a recast done for this loan. This clearly contradicts Rocket Mortgages formal response to my complaint in which they state that no recast was done. The reason that XXXX said it will not be much of a concern to me is because I decided to pay off the loan out of frustration and due to loss of trust. Paying off the loan in full ( {$57000.00} on XX/XX/XXXX ) placed a significant financial strain on me and I am requesting appropriate compensation for the mishandling of my account. Supporting documentation is attached.

Company response to consumer: Closed with explanation