Consumer complaint received 2026-05-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Application denials
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
CFPB COMPLAINT REBUTTAL Complaint # XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XXXX : XX/XX/year> TO : Consumer Financial Protection Bureau RE : Rebuttal to Rocket Mortgage Response Complaint # XXXX I am writing to formally rebut the response submitted by Rocket Mortgage , LLC to the above-referenced CFPB complaint. Rocket Mortgage 's response contains material omissions, internal contradictions, and ignores documentary evidence including evidence generated by Rocket Mortgage 's own systems that directly refutes their position. Most critically, newly identified evidence proves that Rocket Mortgage 's stated basis for denial is the result of a time zone misinterpretation within their own internal system. 1. ROCKET MORTGAGE 'S DENIAL IS BASED ON A TIME ZONE ERROR IN THEIR OWN SYSTEM This is the central issue of this rebuttal and resolves the dispute entirely. Rocket Mortgage 's CFPB response states they received the extension request on XX/XX/year> at XXXX XXXX EDT. They used this timestamp to conclude the request arrived after the XX/XX/XXXX expiration deadline. However, the borrower is now in possession of a second XXXX XXXX confirmation email sent from XXXX to XXXX which shows the following : Date : Wednesday, XX/XX/XXXX, XXXX XXXX Subject : XXXX XXXX Request Received XXXX Pad Locks Case # XXXX confirmed XX/XX/XXXX at XXXX XXXX EDT converts precisely to XX/XX/XXXX at XXXX XXXX PDT. This email generated by Rocket Mortgage 's own system, sent from Rocket Mortgage 's own domain shows that the timestamp Rocket Mortgage cited as " XX/XX/XXXX '' in their CFPB response is simply XXXX XXXX Pacific time on XX/XX/XXXX misread by their Capital Markets system as XX/XX/XXXX EDT due to a time zone handling error. The lock expiration deadline was XX/XX/year> at XXXX XXXX PDT per Rocket Mortgage 's own CFPB response. The extension request was received at XXXX XXXX PDT on XX/XX/XXXX more than 13 hours before the deadline. Rocket Mortgage denied this rate lock extension based entirely on a time zone conversion error within their own internal Capital Markets system. The borrower was never late. The extension was timely by over 13 hours. 2. ROCKET MORTGAGE 'S OWN AUTOMATED SYSTEM CONFIRMED RECEIPT ON XX/XX/XXXX A separate earlier XXXX XXXX confirmation email was also transmitted to XXXX on XX/XX/year> at XXXX XXXX, confirming receipt of Case # XXXX, XXXX XXXX, Loan # XXXX. This email was generated automatically by Rocket Mortgage 's own platform the moment the request entered their system. Rocket Mortgage can not simultaneously have their system auto-generate a receipt confirmation on XX/XX/XXXX and claim they did not receive the request until XX/XX/XXXX. These two positions are irreconcilable, and are now definitively resolved by Exhibit E above. 3. ROCKET MORTGAGE 'S OWN PORTAL RECORDS SHOW SUBMITTED DATE OF XX/XX/year> Rocket Mortgage 's own XXXX XXXX portal shows the following for Case # XXXX : Submitted Date : XX/XX/year> Client Name : XXXX XXXX Loan Number : XXXX Type : XXXX XXXX This portal record is consistent with both confirmation emails and confirms XX/XX/XXXX as the submission date across all of Rocket Mortgage 's own systems except their Capital Markets system, which misread the timestamp due to a time zone error. 4. A ROCKET MORTGAGE EMPLOYEE INTERNALLY CONFIRMED THE XX/XX/XXXX SUBMISSION Rocket Mortgage employee XXXX XXXX sent an internal communication to XXXX XXXX stating : " they submitted the extension on XXXX at XXXX. See confirmation which matches the portal too. Can we get this relock reversed please. '' This is a Rocket Mortgage employee not the broker, not the borrower independently confirming the XX/XX/XXXX submission and requesting the relock be reversed. Rocket Mortgage 's CFPB response makes no mention of this internal communication. 5. ROCKET MORTGAGE 'S DIVISIONAL VICE PRESIDENT ACKNOWLEDGED THE DISCREPANCY Rocket Mortgage 's Divisional Vice President of National Accounts, XXXX XXXX, previously acknowledged in writing that the discrepancy between Rocket Mortgage 's systems was " fully vetted internally '' but that their Capital Markets system is their " system of record. '' It is now clear that the Capital Markets system contained a time zone error. Relying on a system of record that contains a demonstrable time zone conversion error while ignoring three other data points all showing XX/XX/XXXX is not a reasonable or defensible basis for denying a borrower 's rate lock. 6. ROCKET MORTGAGE PROVIDES NO DOCUMENTATION FOR THEIR " TECHNOLOGY TEAM '' REVIEW Rocket Mortgage 's CFPB response states their leadership and technology team reviewed the submission and confirmed late receipt. However, their response provides no log records, no system audit trail, no timestamp documentation, and no explanation of the time zone discrepancy now identified. The borrower respectfully requests that the CFPB require Rocket Mortgage to produce complete system logs from both their Rocket Connect portal and their Capital Markets system for Case # XXXX, with explicit time zone designations for every entry, so the time zone error can be independently verified. 7. SUMMARY OF THE TIMELINE NOW ESTABLISHED BY ROCKET MORTGAGE 'S OWN EVIDENCE Evidence Source Date/Time Shown XXXX XXXX confirmation email XXXX XX/XX/XXXX, XXXX AM Rocket Pro confirmation email XXXX XX/XX/XXXX, XXXX XXXX XXXX XXXX portal Rocket Mortgage 's own portal Submitted : XX/XX/year> Internal employee email XXXX XXXX, Rocket Mortgage XX/XX/XXXX confirmed Capital Markets system Rocket Mortgage internal XX/XX/XXXX, XXXX XXXX EDT ( = XX/XX/XXXX, XXXX XXXX PDT ) Lock expiration deadline Per Rocket Mortgage 's own CFPB response XX/XX/XXXX, XXXX XXXX PDT Every piece of evidence including Rocket Mortgage 's own Capital Markets timestamp when correctly converted to PDT shows the extension was submitted on XX/XX/XXXX, well before the XXXX XXXX PDT deadline. Submitted by : XXXX XXXX | XXXX XXXX XXXX, XXXX, CA XXXX | XX/XX/year> CFPB Complaint # XXXX | Loan # XXXX | Case # XXXX Get XXXX for XXXX

Company response to consumer: Closed with explanation