Consumer complaint received 2024-03-11 00:00:00
Product: Mortgage — FHA 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: SC

Complaint narrative:
The servicer and atty filed a court date for foreclosure and two days before we go to court the servicer calls me about the descrepancies in the servicing of my acct and they started an escalation process to see what they could do to help me? And the same time HUD escalated my account too and turned the escalation over to a conflict of interest that was involved 3 past times and witnessed the descrepancies and even instructed me after grant was paid for my forbearance bringing the acct current, she told me not to tell anyone she instructed me to do this, but if she was me, she'd take all of my journals and all of information about the agent with the mortgage servicer and report her for fraud to the Attorney Generals office! I did what she said I should do and that was the first time she witnessed descrepancies in servicing. The second was after account was brought current the grant money still hadn't been dispersed to my insurance company for escrow balance and it has been almost 3 weeks! And we realized that they had been charging me servicing fees and late fees the whole time I was in forbearance and also, deducting the same fees out of my escrow account! The servicer told OIG agent that she was waiting on me to return paperwork she sent me to sign, for a Hemp loan? She told me she was going to see what I was best qualified for and told me another assumption loan and she knew that they had raised my payments so high that my debt to income ratio, had denied me before, why was she doing another when she told me when I brought the acct current she'd change my mtg pymt back to what it was before? And she didn't? That was setting me up to fail any type of loan qualification? I called a 3rd time the lenders helpline and a couple of days later the oig/HUD Representative appeared again! This was because HUD had escalated it and needed OIG to investigate the process?! She called me to tell me that she was again brought back to see why I keep reporting complaints to the OIG? I needed to report them to the HUD? I told I did report them to HUD, but if you check the website it says hudoig.gov and that's the only way I know that oig could've gotten my complaints? She told me then that oig had already decided that they found not descrepancies that servicer had done in servicing my acct? What?! She was the one that told me to report the servicing agent to Attorney Generals office and then she was the one that we found out that the servicer was telling her she was waiting on an application that I was supposed to of signed and returned that I hadn't received and she was telling me that she was looking into other possible resources I could possibly apply for and qualify? And then oig disappeared after that incident and now she was back saying contrary to what she'd previously said before, the things shed said and both the servicer and the OIG deleted all of their emails and text messages, their side of them anyway! Luckily I had saved some on my second phone I play my games on! But, the court date for me to appear for foreclosure proceedings was in one day by then and I asked if I needed to contact the court about the escalation process and she said no that the escalation postponed a court foreclosure and that since the mtg Co was doing the escalation process too, they would alert the court! I should've known from previous years that if there's something that pertains to me, I need to make XXXX sure that I follow behind them and make sure it's taken care of? Ive been, again trying to find the application that Rocket sent me on an E.sign through the website? That's why I didn't get the other paperwork because no one told me it wasnt coming through the mail and they kept calling it paperwork? I'm not computer savvy and I don't know what they are saying to me at times and take things literally? But this time they told me to look at my email? I finally found it in my spam! I tapped on it and it said e-sign it? And I tapped it and it sent me back to the same place and I forwarded it to the OIG agent and showed her I got it and clicked it! She told me a day later that I had to fill out the application. I asked her what application? She told me that when I clicked on it there would be an application that would come up and I'm to read it and sign it? When I went back to find it, it was not there? And I have been thinking about what to do by about the fact that when I send them that what proof do I have that, yet again, I have no proof that I sent it back to then and also, I had no assurance that they couldn't change the wording like my servicer did the loan agreement he sent the court as the real mortgage agreement that was replaced with the changed name of the transfered servicer that didn't originate the loan the day it was signed and how they can just alter a legal document like that without going through HUD to do so, I don't know! I have the original and that's the agreement I witnessed my Mom signing in XXXX XXXX 
The mortgage co/servicer did NOT POSTPONE THE COURT HEARING BECAUSE OF ESCALATION PROCESS AND NEITHER DID THE OIG AGENT AND BECAUSE I WAS TOLD THEY WERE GOING TO HANDLE IT, THEY TRIED THE CASE IN MY ABSENCE AND THERE'S NOW A SALE DATE IN XXXX for my home? I have been so careful and trusted HUD anyway? I dropped the ball after almost 4 years of fighting for my home? I didn't believe that I could lose my home like this? I've been reporting them this whole time for the past lies and fraudulent charges this whole time and no one would believe me and if they do they won't say anything because everyone is scared of what might come from retaliation for doing so?! Cause if Rocket Mortgage wants your property they will go to any extreme to take I! Because they're lawyer told me the other day on the phone that they weren't after me for payments for the rest of the loan? I said then why have you been taking payments for 3 years and forbearance and now foreclosure? Then I realized that was why they haven't returned my XXXX XXXX  escrow and the insurance that paid off the mortgage when she died and the lender is protected by the insurance that paid off the loan and put on my name because I was the legal successor and the property was now in my name?! And they want my Deed! But, thanks to all of their lies and fraud they deceptively told me that my XXXX had life insurance that paid off the mortgage when she died? And threw in how did it feel to be a new homeowner? And then in XX/XX/XXXX the mortgage co asked me if I could make the mtg pymt to keep the acct current until the life insurance paid off the loan? And I did it think the fraudulent default letter that the company now that my loan was transfered to without the 15 days notice they are required to report to me and HUD! And I am going to file an appeal for all of the money that the mortgage co has deceitfully taken from me since the mortgage insurance me and my Mom continuously paid every month and the only actual payment I did not pay was XX/XX/XXXX, when I went to sign up for the forbearance program and the lady told me I didn't qualify because I had to be at least one month behind and I told her the mortgage co sent me a default letter that says I'm 3 months behind? She told me she wasn't seeing that? So I asked her if I hadn't paid XXXX 's payment yet and she qualified me and because XXXX that was the one that told me in XX/XX/XXXX when she called to ask me if I'd keep the acct current until the life insurance paid off the mortgage and I asked her then, if there was a chance I could be made to leave my home? She told me as long as I resided in the home and made the mortgage payments no one could make me leave my home? And I made sure no matter what I paid this mortgage payment every single month! And you're just going to let them get away with starting an escalation two days before my court date for foreclosure and now that the are going to sell my home that they've just gotten the payoff for, they are going to make the money off the sale of it again? I want my home and that insurance that we had paid for 20 years took care of the debt we owed the mtg Co and that reversed everything that was involved and on XX/XX/XXXX, until now, I want my money, all of it that was paid because of fraudulent default letters and the 2nd default letter was fraudulent also, because they haven't showed where my grant paid off after I exited forbearance in XX/XX/XXXX and paid XXXX XXXX to pay my acct totally current and everyone knows that! I need HUD AND THE FRAUDULENT PEOPLE THAT DID THIS TO ME FOR OVER XXXX XXXX YEARS OF THE EMENSE FEAR OF LOSING MY HOME MY PARENTS WORKED SO HARD FOR! AND MY MOM LEFT ME TO LIVE OUT THE REST OF MY LIFE UNENCUMBERED! AND IN A PLACE I BELONGED! SINCERELY, XXXX XXXX XXXX

Company response to consumer: Closed with explanation