Consumer complaint received 2026-03-15 00:00:00
Product: Mortgage — FHA 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: IA

Complaint narrative:
This complaint is a formal escalation regarding the continued mismanagement of my mortgage account by XXXX XXXX ( Loan Number : XXXX ). The issues with this account extend beyond a single payment error and involve a pattern of servicing problems including misapplied payments, internal movement of funds, refusal to conduct an audit, and concerns regarding the accuracy of calculations used in a loan modification. The servicing problems with this account go back well before XX/XX/year>. Over time, payments have been misapplied within the servicing system and funds appear to have been internally moved or reallocated rather than correcting the underlying posting errors. These actions have resulted in an inaccurate payment timeline and confusion regarding the true status of the account. One example of this occurred when the XX/XX/year> mortgage payment, which was paid on XX/XX/year>, was recorded by the servicer as being received XX/XX/year>. This shifted the payment timeline forward within the system and caused the XXXX payment to appear unpaid. During a live chat with a servicing representative, the agent acknowledged that internal adjustments had been made to the account and stated : There have been fees waived, and payments moved on the account to complete the full payments. This statement confirms that payments were internally moved within the servicing ledger rather than correcting the original posting error and payment timeline. Full payments had already been made for the applicable billing periods, therefore moving funds within the account does not correct the underlying servicing error. In addition to these payment application issues, funds that were being held within the account appear to have been used when calculating a loan modification rather than relying on the correct payment history and account status. This raises serious concerns about whether the modification terms were calculated using inaccurate servicing data. I have repeatedly requested a full servicing audit and reconciliation of the account. These requests were refused, and additional written correspondence disputing the account history was not acknowledged. Despite prior disputes and an earlier complaint, the servicer has failed to properly investigate the account or correct the servicing errors. At this point the following issues remain unresolved : Payments have been misapplied within the servicing system Funds have been internally moved or reallocated instead of correcting posting errors The payment timeline within the servicing ledger remains inaccurate Requests for a full servicing audit have been refused Written disputes have gone unanswered Funds held within the account may have been used when calculating the loan modification Credit reporting may reflect inaccurate payment information resulting from these servicing errors Because the account history remains unresolved, I am requesting that the servicer be required to conduct a full servicing audit and reconciliation of the account. Specifically, I am requesting that the servicer provide the complete loan transaction history and servicing ledger for this account, including all transaction codes, effective dates, posting dates, suspense or unapplied funds activity, internal adjustments, reversals, and payment application details. This request also includes documentation showing how each payment was applied to principal, interest, escrow, fees, and any suspense or unapplied funds accounts. I am also requesting documentation and calculation worksheets used to determine the terms of the loan modification to confirm that the modification was calculated using accurate payment history and account balances. The payment ledger should accurately reflect the true payment dates and correct application of funds. Any inaccurate credit reporting resulting from these servicing errors should be corrected.

Company response to consumer: Closed with explanation