Consumer complaint received 2026-03-26 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Rocket Mortgage, LLC
State: AL

Complaint narrative:
In XX/XX/XXXX I submitted an application for loan modification after I missed some payments. My XXXX XXXX XXXX son was experiencing XXXX complications and XXXX XXXX challenges including XXXX ideation requiring XXXX treatment. This caused unexpected expenses and so I applied for the modification. I received a letter stating that they received my application on XX/XX/XXXX. I heard nothing else from them and called periodically to check on it and they said that it was under review. I asked if I should pay some on what I owed and they said that I should wait unless I could pay all that was owed. I called again in XXXX and they told me that they were missing pay stubs even though I had sent pay stubs. I sent these pay stubs in and received an email stating that they received my email with attached pay stubs on XX/XX/XXXX. These were sent to XXXX different email addresses that were given to me when I called in. I then received a letter on XX/XX/XXXX saying that they needed pay stubs. This was the first written communication from them since XXXX. I assumed this was mailed before I sent the email so I thought that I had already accomplished this with my email. On XXXX the XXXX I received a letter that said I was denied because my loan did not meet the delinquency requirements. I called to ask more about this and was told that in their records it showed that the denial was because they did not receive the pay stubs even though I have proof that they received the email. I was then told I needed to restart the application process. On XX/XX/XXXX I received a new modification application that said to return by XX/XX/XXXX. I completed this application and included extra pay stubs and mailed it in before the return date. I did not receive a letter stating that they had received my application until XX/XX/XXXX. All it stated was that they got the application and would let me know if they needed anything else. On XX/XX/XXXX I received notice of a pending foreclosure on XX/XX/XXXX. I called to ask about this and was told they had my application for modification and it was under review, and that they would let me know if they needed anything. On XX/XX/XXXX I received a letter stating that my application was incomplete. However under document status it said received and under review and under next steps it said it was under the process of review and they would notify me if they needed anything else. There was nothing specific listed that was needed. This letter stated I had until XX/XX/XXXX to turn in documentation. After not hearing anything I called on XX/XX/XXXX because the foreclosure date was approaching. I was told that they needed to know if I was a XXXX month, XXXX month, or XXXX month employee and I needed to clarify the other income on my pay stub. I asked if this needed to be official documentation and I was told that I could just send an email stating the answers to those questions. I asked him if he was sure that was all I needed because I had a foreclosure pending on my house. He said yes that was it and that they would review it within 5 days and then put a hold on the foreclosure when it went to underwriting. I sent the email on XX/XX/XXXX after I got off the phone from him. I received an email saying they received my email on XX/XX/XXXX, I called on XX/XX/XXXX to find the status of the application. When I talked to them they said my modification had been denied. When I looked at my documents there is a letter stating that I was denied because my request or documentation was received too close to the foreclosure sale date or we did not receive a complete package with enough time to evaluate your application prior to a scheduled foreclosure sale. When I told them about the email she claimed that they never received the email. I told her that I had an email saying they did with a date and time stamp and she said well they didn't get it. I am filing a complaint because the servicer is violating dual tracking prohibitions by proceeding with an XX/XX/XXXX sale despite having a complete application and acknowledging receipt of missing items on XX/XX/XXXX. They also stated I had until XX/XX/XXXX to send in the missing documentation, but failed to list what documentation was missing. I am also reporting a 12 C.F.R. 1024.41 violation. They failed to provide a timely 5-day acknowledgment on either application submissions. They also sent a vague notice of incompleteness that violated 1024.41 ( b ) ( 2 ). I provided the requested info on XX/XX/XXXX, which they acknowledged receiving through email. Proceeding with the XX/XX/XXXX sale is illegal dual tracking.

Company response to consumer: Closed with explanation