Consumer complaint received 2026-03-03 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: FL

Complaint narrative:
Urgent Complaint Mortgage Servicing Violations, Failure to Provide Forbearance Documentation To Whom It May Concern, I am submitting this formal complaint regarding serious mortgage servicing failures involving my loan, which was previously serviced by XXXX XXXX and is now serviced by Rocket Mortgage. I was approved for a mortgage forbearance during a period of significant financial hardship. From the very beginning of this process, I repeatedly requested written documentation confirming the forbearance agreement, including the terms, duration, and repayment structure. Despite numerous phone calls and requests over an extended period of time, the servicer has consistently failed to provide any official written documentation of the forbearance. This lack of documentation has placed me in an extremely harmful and unfair situation. I am currently dealing with severe financial hardship and going through a divorce. During this time, I reached out to multiple organizations and assistance programs that were willing to provide financial support to help me stabilize my situation and potentially resolve my mortgage delinquency. However, every one of these opportunities required proof of the forbearance agreement. Because my mortgage servicer never provided the requested documentation, I was denied assistance that could have helped me bring my account back into good standing. As a direct result of the servicers failure to provide basic and necessary documentation : I have been unable to access financial assistance programs. I do not know the official terms or repayment obligations of the forbearance. My mortgage delinquency has increased significantly. My home is now at risk of foreclosure, a situation that could likely have been avoided had the servicer fulfilled its responsibilities. I have made repeated good faith efforts to obtain the forbearance agreement and understand my options, yet my requests have gone unanswered or unresolved. It is deeply frustrating and emotionally distressing to be placed in this position while actively trying to address my financial situation responsibly. Mortgage servicers are required to maintain accurate records, communicate clearly with borrowers, and provide information regarding loss mitigation options and agreements. The ongoing refusal or inability to provide the documentation of a forbearance that was granted raises serious concerns regarding servicing practices and compliance. I respectfully request the following actions : 1. Immediate delivery of the official forbearance agreement and full documentation related to the approval and terms of the forbearance. 2. A complete review of my loan servicing history, including records from both XXXX XXXX and Rocket Mortgage. 3. An explanation as to why repeated requests for documentation were not fulfilled. 4. Assistance in identifying a fair resolution, including time to sell the property or pursue an alternative to foreclosure. 5. Confirmation that foreclosure proceedings will not move forward while this complaint and servicing issue are being reviewed. I have acted in good faith throughout this process and have consistently attempted to communicate with my servicer to resolve my situation responsibly. Instead, I have been left without answers, without documentation, and without access to assistance that could have prevented this crisis. I am requesting a formal investigation into this matter and a prompt resolution. Sincerely, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, FL XXXX Loan XXXX ( XXXX ) XXXX XXXX XXXX

Company response to consumer: Closed with explanation