Consumer complaint received 2026-02-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: NY

Complaint narrative:
CFPB COMPLAINT Against : XXXX XXXX XXXX  XXXX Mr. Cooper Issue Type : Mortgage Servicing Primary Issue : Inaccurate Accounting / Servicing Transfer Errors/ Failure to Respond Substantively SUMMARY OF COMPLAINT This is a new complaint filed due to XXXX XXXX XXXX failure to provide substantive answers in response to a prior CFPB complaint. Rather than resolving the issues raised, XXXX  submitted a self-generated transaction history and narrative that introduces new contradictions and admissions, which now require direct answers. 

XXXX response raises material questions regarding loan boarding, balance accuracy, suspense account usage, payment reversals, escrow handling, and servicing transfer integrity. These questions remain unanswered. 


ISSUE XXXX : XXXX  ADMITS TO IMPORTING AN UNVERIFIED BALANCE XXXX  transaction history begins with a NEW LOAN NOCASH entry dated XX/XX/year>, importing a principal balance without any evidence of reconciliation. 

XXXX  must answer : XXXX. From whom was the principal balance imported? 
XXXX. What documents were relied upon to verify the accuracy of that balance at boarding? 
XXXX. Was any reconciliation performed before XXXX treated that balance as accurate? 
XXXX. If no reconciliation was performed, how can XXXX represent the balance as validated? 

Producing a Note and Security Instrument does not validate a boarded balance. 


ISSUE XXXX : SUSPENSE ACCOUNT USE THAT CREATES DELINQUENCY XXXX  own records show repeated use of : Suspense payments Suspense adjustments Suspense disbursements followed by late fees, reversals, and default treatment. 

XXXX must answer : XXXX. What written policy governed suspense account use during this period? 
XXXX. How did placing funds into suspense comply with RESPA requirements? 
XXXX. How did suspense usage not contribute to delinquency and fee assessment? 
XXXX. Why were payments not applied when sufficient funds were received? 


ISSUE XXXX : PAYMENT REVERSALS WITHOUT PROOF XXXX ledger contains multiple payment reversals labeled Reason : XXXX or NSF, yet no supporting documentation was provided. 

XXXX must answer : XXXX. Provide bank-level proof for each reversed payment. 
XXXX. Identify the date and method the borrower was notified of each reversal. 
XXXX. Explain why reversals appear as internal accounting entries only. 
XXXX. Explain how reversed payments were lawfully treated as non-payments. 


ISSUE XXXX : ESCROW ADVANCES, SHORTAGES, AND INTEREST LOOPING XXXX  provided escrow disclosures but did not reconcile : Escrow advances Insurance disbursements Tax disbursements Escrow interest charges XXXXr must answer : XXXX. Provide source invoices for each escrow disbursement. 
XXXX. Explain how escrow shortages were mathematically calculated. 
XXXX. Identify why escrow balances fluctuate while principal does not amortize normally. 
XXXX. Explain whether force-placed insurance was triggered and by what authority. 


ISSUE XXXX : FEES WITHOUT ITEMIZATION OR AUTHORITY XXXX  assessed repeated : Late charges E-pay fees Lender-paid expenses XXXX must XXXX : XXXX. Provide itemized invoices for each fee category. 
XXXX. Identify contractual authority for each fee assessed. 
XXXX. Provide proof of borrower authorization where applicable. 
XXXX. Explain how fees were assessed while payments were placed in suspense. 

ISSUE XXXX : SERVICING TRANSFER WHILE ALLEGEDLY PAST DUE XXXX claims the loan was past due at transfer to XXXX XXXX XXXX c/o XXXX, while its own records show servicer-controlled suspense, reversals, and adjustments. 

XXXX must answer : XXXX. How delinquency was determined independent of internal accounting discretion. 
XXXX. What steps were taken to ensure transfer accuracy under RESPA. 
XXXX. Whether any errors were transmitted to the successor servicer. 
XXXX. Why borrower payments during this period were not treated as curing default. 


ISSUE XXXX : FAILURE TO PROVIDE INFORMATION UNDER RESPA XXXX  refused to provide call records and internal logs, labeling them proprietary. 

XXXX  must answer : XXXX. How call logs and servicing notes are not relevant to alleged servicing errors. 
XXXX. What alternative summaries were provided in lieu of recordings. 
XXXX. Why management outreach is referenced without documentation.

Company response to consumer: Closed with explanation