Consumer complaint received 2026-01-27 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: OR

Complaint narrative:
Companies complained about : Rocket Mortgage , LLC XXXX XXXX XXXX XXXX XXXX XXXX ( former servicer XXXX Issue type : Mortgage servicing, inaccurate credit reporting, attempted collection of a paid/closed mortgage, refusal to provide original loan documents, and deceptive collection practices. 

Narrative : This is a second CFPB complaint based on newly confirmed credit reporting evidence. 

I obtained my XXXX credit report dated XX/XX/year>. The mortgage tradeline reported by XXXX XXXX XXXX XXXX XXXX XXXX shows the account XXXX PAID OFF and CLOSED, with a XXXX balance. The original balance is shown as {$160000.00}, and the account status is closed. No open mortgage balance is reported. The same paid-off/closed status is reflected for the prior USAA/Nationstar mortgage tradeline. 

Despite this, Rocket Mortgage has sent delinquency and default communications asserting that a mortgage balance is owed and demanding payment. Rocket Mortgage has refused to provide the original promissory note ( or authoritative electronic note registry proof ) and the complete loan file necessary to justify the existence of any remaining debt. 

Because the prior servicer is reporting the mortgage as paid in full and closed to XXXX Rocket Mortgages attempt to collect appears to be an attempt to collect a ghost debt. Rocket Mortgage appears to be attempting to induce me to acknowledge or enter into a new obligation by asserting a debt that is not supported by credit reporting or documentary proof. 

If Rocket Mortgage believes that the XXXX  reporting by XXXX XXXX and XXXX is incorrect, XXXX  must lawfully disprove that reporting. That requires XXXX to possess and produce competent evidence of the debt, including : The original promissory note with wet-ink signatures, or authoritative proof of an electronic note showing control and ownership All endorsements, allonges, or eNote transfer records All assignments of the deed of trust Full servicing and ownership transfer history Proof that the loan was not satisfied, paid, or otherwise extinguished Rocket Mortgage has refused to provide these documents. 

Under federal law, a creditor or servicer may not collect or report a debt that can not be substantiated. Furnishers must correct or delete information that can not be verified, and debt collectors may not attempt to collect amounts not owed. 

Additionally, if Rocket Mortgage can not produce the original loan documents or authoritative eNote records, I am requesting an explanation of how XXXX obtained and is using my personal identifying information, including my Social Security number and other sensitive data, to attempt collection on a debt that credit reporting agencies show as paid and closed. Absent a lawful explanation, I reserve the right to file police reports and identity-theft and fraud reports with appropriate authorities. 

Credit reporting and ghost debt violations : The XXXX report shows the mortgage account as paid in full and closed. Under the Fair Credit Reporting Act, a furnisher that receives notice of a dispute must conduct a reasonable investigation, review all relevant information, and correct or delete information that can not be verified ( XXXX XXXX. XXXX ( b ) ). Consumer reporting agencies must also reinvestigate and delete or correct inaccurate information ( XXXX XXXX. XXXX ). 

Attempting to collect a debt that is reported as paid and closed, without producing proof, constitutes unfair and deceptive conduct. The CFPB has made clear that furnishers must conduct reasonable investigations and XXXX not continue to furnish or rely on unverified information ( CFPB XXXX XXXX ). 

Debt collection violations : Rocket Mortgages communications state they are from a debt collector. Under the Fair Debt Collection Practices Act, a debt collector may not falsely represent the character, amount, or legal status of a debt, and may not attempt to collect a debt that is not owed or can not be validated ( XXXX XXXX. XXXX, XXXX ). Upon dispute, the collector must provide validation of the debt ( XXXX XXXX. XXXX ). 

Unfair, deceptive, or abusive acts or practices ( XXXX ) : Attempting to collect a mortgage reported as paid in full and closed, refusing to provide the original loan documents, and pressuring a consumer to acknowledge or make arrangements on an unsupported balance constitutes unfair and deceptive acts or practices under XXXX XXXX. XXXX and XXXX. 

Harm caused : Collection pressure on a debt reported as paid and closed Risk of inaccurate credit reporting Interference with property sale and financial planning Time, expense, and stress responding to unsupported collection Concerns regarding improper use of personal identifying information Relief requested : I request that the CFPB require Rocket Mortgage to : XXXX. Immediately cease all collection, default, and foreclosure activity unless and until XXXX produces competent documentary proof that any debt is owed. 

XXXX. Produce the complete loan file, including the original promissory note with wet-ink signatures or authoritative electronic note registry proof, all endorsements or transfer records, all assignments of the deed of trust, and full servicing and ownership history. 

XXXX. Identify in writing the current legal owner/creditor and explain how a balance can be owed when the prior servicer reports the mortgage as paid in full and closed. 

XXXX. Correct or delete any inaccurate credit furnishing and confirm that no adverse credit reporting will occur regarding this alleged debt. 

XXXX. Provide a written explanation of Rockets lawful basis and permissible purpose for accessing and using my personal identifying information if the debt is paid and closed. 

XXXX. Provide monetary relief as permitted by law, including actual damages and statutory damages for violations of RESPA ( XXXX XXXX. XXXX ( f ) ), the Fair Credit Reporting Act ( XXXX XXXX. XXXX, XXXX ), and the Fair Debt Collection Practices Act ( XXXX XXXX. XXXX ), where applicable. 

Documents uploaded with this complaint : Experian credit report dated XX/XX/year> showing Nationstar/Mr. XXXX mortgage reported as paid off and closed Experian credit report showing XXXX mortgage reported as paid off and closed Final statement : Rocket Mortgage is attempting to collect or induce acknowledgment of a mortgage debt that is reported as paid in full and closed by the prior servicer. Rocket has refused to produce the original loan documents necessary to justify any remaining obligation. I request CFPB intervention to stop collection, require proof, correct credit reporting, and provide all remedies available under federal consumer financial laws.

Company response to consumer: Closed with explanation