Consumer complaint received 2025-07-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: NY

Complaint narrative:
I am writing to formally dispute the 30-day late payment reported on my mortgage account with Rocket Mortgage, dated [ XX/XX/year> ]. The delinquency was caused by a system error related to the update of my banking information and a failure of the mortgage servicing system to properly maintain my long-standing auto-pay enrollment. 

On XX/XX/year>, I updated the banking information on file with Rocket Mortgage. At that time, * * auto-pay was inadvertently canceled * * without notification to me. I was unaware of this cancellation, as I reasonably believed the automatic payments would continue as scheduled, as they had without issue for the past * * seven years * *. My account had * * no prior late payments or delinquencies * *, and I had prepaid my mortgage by three months prior to this incident. 

I also did not receive any paper billing statements, and due to an outdated email address on file, I received * * no electronic notification of any missed payment * *. This lack of notification violated Rocket Mortgages * * duty to provide timely billing disclosures * * and materially impacted my ability to prevent a late payment. According to the * * Real Estate Settlement Procedures Act ( RESPA ), 12 U.S. Code 2605 ( e ) * *, servicers are required to respond to and manage borrower account updates in a timely and accurate manner. The failure to maintain accurate contact information and to notify me of billing status changes may also constitute a failure of reasonable procedures under the * * Fair Credit Reporting Act ( FCRA ), 15 U.S. Code 1681s-2 ( a ) ( 1 ) ( A ) * *, which requires furnishers of credit information to report accurately and correct errors once discovered. 

On XX/XX/year>, I contacted Rocket Mortgage upon noticing the issue from a notification from the Credit Bureau. A representative confirmed that auto-pay had been removed during the banking update, corrected the contact information, and re-established auto-pay. The payment that was intended to be processed was also re-submitted at that time. However, by then, a 30-day late had already been reported to the credit bureaus.

Given that this issue arose from a * * servicer system error * * and * * failure to notify * *, I respectfully request that Rocket Mortgage initiate a * * goodwill adjustment * * and remove the 30-day late mark from my credit report. I have been a responsible borrower with a strong payment history, and this incident does not reflect my creditworthiness or intent. 

If Rocket Mortgage declines to remove the late payment, I request a formal investigation into the reporting, as required under * * FCRA 15 U.S. Code 1681i * *, and ask for written documentation of the investigations findings and an explanation of the servicers procedures at the time the error occurred.

Please confirm receipt of this letter and let me know what additional documentation, if any, is needed to support this request. I would appreciate a prompt response within the 30-day timeframe required by the FCRA.

Company response to consumer: Closed with explanation