Consumer complaint received 2026-05-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Rocket Mortgage, LLC
State: MO

Complaint narrative:
I applied for a mortgage assumption with Rocket Mortgage. My ex-husband and I are both on the mortgage. It is a VA-guaranteed loan. My ex-husband is a Veteran ; I am not. I was awarded our home in our divorce decree. I applied to assume the loan in XXXX. In XXXX I found out I had put the wrong VA loan number on some of the VA forms. I was also told I was missing a Request for Certificate Eligibility ( VA form ) form for both my ex-husband and myself. I re-sent the VA forms with the correct loan number and included the Request for Certificate of Eligibility, signed by my ex-husband, on XX/XX/year>. I am not a Veteran, and therefore can not fill out a Request for Certificate of Eligibility. A few days later, I contacted Rocket Mortgage and confirmed they had received the forms and would start work on the assumption. On XX/XX/year>, Rocket Mortgage sent me a letter saying they were closing my assumption inquiry because I had not submitted the necessary paperwork. On XX/XX/year>, I called and spoke to someone named XXXX, who said my request was closed because I had not provided the necessary Requests for Certificate of Eligibility. I explained that I am not a Veteran and can not provide one for myself. He advised me to resend my ex-husband 's Request for Certificate via email and to confirm with VA whether I need a Request for Certificate of Eligibility, which I did. I called VA, who confirmed I did NOT need a Request for Certificate and offered to speak to Rocket Mortgage on a three-way call if this continued to be a problem. On XX/XX/XXXX, called Rocket Mortgage and spoke to XXXX, who advised me to resend all of my updated VA forms, which I did. I called on XX/XX/year>, and spoke to XXXX, who confirmed that all my necessary documents had been received and that my assumption should be processed shortly. On XX/XX/XXXX, I spoke to XXXX, who again assured me all my documents were received, and had been when I sent them on XX/XX/XXXX. She confirmed I did not need to submit a Request for Certificate of Eligibility because I am not a Veteran. She refused to tell me why my request had been closed if all the paperwork was there and I didn't need to file that form for myself, but assured me someone would be assigned to process the assumption and that she would call me back with an update by XX/XX/year>. On XX/XX/year>, I did not hear anything from Rocket Mortgage. Today, XX/XX/year>, I called Rocket Mortgage again. I was told by XXXX, again, that all my paperwork had been received, but that there were no updates since my last call on XX/XX/XXXX. XXXX could not tell me anything about the status of my assumption request. At this point, Rocket Mortgage has had all necessary paperwork since at least XX/XX/year>. It has been well over the 45-day assumption processing limit set out in 38 C.F.R. 36.4303. Please, contact Rocket Mortgage and ask them to process my assumption. I am a qualified borrower. My name is already on the mortgage. I've been paying it for the past 3 years. My ex-husband agreed to my assumption and understands his VA eligibility remains with the mortgage until it is paid. I do not know what else to do. Very respectfully and with my sincere thanks.

Company response to consumer: Closed with explanation