Consumer complaint received 2024-10-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: WA

Complaint narrative:
On XX/XX/year> I made an online partial payment of {$1700.00} toward XXXX due XX/XX/year>. On XX/XX/year>, I attempted an online payment of XXXX, system would not allow me to make a partial payment only XXXX. I called Rocket Mortgage after explaining, I was told the {$1700.00} was in a holding account and should be able to make the payment - try again. I called back ( XXXX ), was told the {$1700.00} account was in suspense and waiting for the balance of the payment. I should be able to make the payment, there is nothing wrong with my account. I asked for an escalation. Call escalated to the Account Resolution Dept. XXXX ( condescending ), after explaining again, XXXX told me Rocket Mortgage does not accept partial payments - I know they do because I have made partial payments in the past and the partial amount is credited ( held ), and adjustment is made to the amount due. This did not happen, Rocket Mortgage accepted my partial payment did not update the amount due and did not allow me to pay the balance on XXXX. XXXX said the difficulties that you are facing are " Likely due to the active bankruptcy. Online access is restricted and you have to call in to do so, did you call the number ending in XXXX. '' When I called the XXXX number the automated payment system said that XXXX was due for XXXX, it would not allow " different amount '' ( partial payment ), said " the selection is invalid. '' I called back, explained everything to the agent who transferred me back to Account Resolution, I spoke to XXXX, who took the XXXX payment, could not explain why I am not able to make a payment via phone or why the payment was not updated to reflect the proper amount due. XXXX escalated the call to find out how I am to make payments in the future and the matter should be resolved within 48 to 72 hours. I am in XXXX  XXXX Bankruptcy, I have continued to make on-time payments to Rocket Mortgage and have not been given any clarity about why/how my account will be handled going forward. How do I make monthly payments? How will credit reporting be handled in the future? It took 5 calls, 8 representatives and 87 minutes to be as confused about the process as when I started. I should be told how to make payments going forward and how my account processing will/has changed based upon XXXX  XXXX policies within Rocket Mortgage. I should not have to go through a gauntlet of misinformation and be forced to call back two or three days later for a proper response and still no answer about. I was told I am to call Rocket Mortgage or go online to make the FULL payment. Certainly, my account should have been updated to reflect the {$1700.00} payment in the system so that an automated payment could be made, surely any of the 4 reps before XXXX should have been able to set up the XXXX payment on XX/XX/year>. This has been terrible service, I should be treated fairly and with some modicum of respect after XXXX years ; after all, I am not in default. I wish I could change servicers. I did record conversations XXXX.

Company response to consumer: Closed with explanation