Consumer complaint received 2025-08-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
Rocket Mortgage charged me {$11000.00} in undisclosed points to buy down my interest rate without my knowledge or consent. These points were never mentioned in any conversations with my loan officer until one week before closing, and even then only as a hypothetical option despite already being included in my loan. The charge appeared in my closing costs under origination fee and was only revealed on the day of signing. I was pressured to sign the related disclosure under a time crunch tied to my closing date, depriving me of the ability to review and reject the charge. This lack of clear disclosure and pressuring of a first-time homebuyer to sign constitutes a deceptive lending practice and a potential violation of XXXX requirements for timely, accurate disclosure of loan terms. I am requesting a full reimbursement of the {$11000.00} and CFPB investigation into Rocket Mortgages disclosure practices. 

Subject : Failure to Disclose Purchase of Points {$11000.00} Rocket Mortgage Details : -Loan Officer : XXXX XXXX XXXX Rocket Mortgage -Closing Date : XX/XX/year>2024 -Interest Rate Locked : 5.99 % Timeline of Events : No prior disclosure of points : Throughout multiple conversations with my loan officer, the purchase of points was never mentioned. I took handwritten notes during each call ; none mention points.

First mention of points one week before closing : I inquired about lowering my rate due to news of a potential Fed rate cut. My loan officer said a lower rate was not possible unless we wanted to pay for points. This was the first mention of points despite the fact that I was already being charged {$11000.00} for them.

Day of signing discovery of points charge : At closing, I learned that {$11000.00}, labeled as part of the origination fee, was in fact for points. My realtor and the notary both remarked that they had never seen a borrower arrive at closing unaware of points being charged.

Pressure to sign key document without review : Prior to closing, I was urgently contacted during the workday to sign a form initiating a 3-day hold period. This document outlined the origination fee/points but was provided too late for proper review. I signed under pressure to avoid delaying the closing date.

Attempts to resolve directly with Rocket Mortgage : I raised my concerns with XXXX XXXX ( Manager ), requesting : -Review and transcript of recorded calls.

-Disclosure of staff commission structure for selling points.

-Information on corrective training.

-Full reimbursement of {$11000.00}. 
XXXX XXXX confirmed the situation would be used as a training opportunity and acknowledged a disconnect but refused to provide transcripts or issue a refund, citing compliance with disclosure laws. 

Why This Is Harmful : Points were never clearly disclosed or agreed to before they were charged. I was pressured to sign under time constraints, depriving me of a meaningful review. The lack of disclosure and rushed signing process deprived me of informed consent.

Company response to consumer: Closed with explanation