Consumer complaint received 2026-02-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Rocket Mortgage, LLC
State: MI

Complaint narrative:
I am filing this complaint regarding my mortgage servicers repeated failure to provide assistance, cooperate with hardship programs, and provide required information necessary to prevent foreclosure. My financial hardship began when I went on medical leave from my job on XX/XX/XXXX, and I was subsequently terminated from my employment on XX/XX/XXXX. This resulted in a complete loss of income for approximately XXXX months. Since that time, I have made every effort to communicate with my mortgage servicer to request hardship assistance and options to keep my home. Since XX/XX/XXXX, my loan has been transferred multiple times from XXXX XXXX, to XXXX XXXX, and now to Rocket Mortgage. Throughout this entire period, I have repeatedly contacted each servicer requesting assistance, including asking if I could make partial or reduced payments while I was unemployed and actively seeking new employment. I was consistently told that partial payments would not be accepted and that I must pay the full amount due. Despite my proactive efforts to resolve this situation, my servicer has continued to add legal fees and other charges to my account without providing any meaningful assistance or resolution options. I was approved by the XXXX of Michigan for a {$2000.00} hardship assistance payment to help bring my loan current. However, the XXXX of Michigan required my mortgage servicers XXXX XXXX ID in order to process the payment. I personally requested this information multiple times beginning in XX/XX/XXXX. Additionally, I provided authorization for a Michigan XXXX agent to contact my servicer directly to obtain the XXXX Provider ID. Despite repeated calls and requests from both myself and the XXXX agent, my servicer failed to provide this required information. As a direct result of my servicers failure to provide the XXXX Provider ID, the State of Michigan was unable to process the approved {$2000.00} assistance payment, and I lost access to those funds. I most recently contacted my servicer again on XX/XX/XXXX, and was told that they would not accept any payment less than {$4000.00}, that fees would continue to be added, and that foreclosure could occur at any time. I was not offered any reasonable assistance or solutions despite my continued efforts to resolve this hardship. This has been an ongoing issue since XX/XX/XXXX. I have consistently contacted my servicer every time I received correspondence and have made good faith efforts to resolve the situation. I am not ignoring my obligations. I am actively seeking employment and trying to save my home. My servicers failure to provide required information to process state-approved assistance, refusal to accept partial payments, and continued addition of fees without providing meaningful loss mitigation assistance has directly harmed me and placed my home at risk of foreclosure.

Company response to consumer: Closed with explanation