Consumer complaint received 2026-03-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Rocket Mortgage, LLC
State: IN

Complaint narrative:
I previously filed a CFPB complaint regarding issues with my mortgage servicer during my Trial Payment Plan ( TPP ) for a loan modification. In response to that complaint, the servicer granted an exception allowing me to complete the TPP by making two payments of {$2000.00} by XX/XX/year>. On XX/XX/year>, I called the servicer to confirm my understanding of the requirements. I explained that I would be paid the following day and asked whether making the two required TPP payments at that time would allow me to remain compliant with the modification trial. The representative confirmed this understanding and stated that she documented this plan in the account notes. On XX/XX/year>, after receiving my paycheck, I called the servicer again to make the payments. During that call, I was told by another representative that only one payment was required and that there were no notes reflecting the prior conversation. Because this conflicted with what I had been told the previous day, I requested to speak with a supervisor but was not escalated. Instead, I was transferred to another representative who stated that she could see notes in the account but appeared unable to clearly reference them. That representative ultimately processed the payments and provided confirmation numbers via email. On XX/XX/year>, the servicer contacted me and informed me that my Trial Payment Plan had been completed successfully and that I should expect loan modification documents to finalize the permanent modification. During that call I confirmed multiple times that the modification was proceeding and was told that everything was in order. I relied on this representation from the servicer that my Trial Payment Plan requirements had been satisfied. On XX/XX/year>, I noticed that the payments had still not been withdrawn from my bank account and contacted the servicer to investigate. I was then told that the payment allegedly failed because the account number entered during the XX/XX/XXXX phone payment was missing a digit. The representative stated that the company had reviewed the call recording and determined that the account number provided during the payment authorization was missing a digit. However, I was never notified that the payment failed and was not given an opportunity to correct the payment before the XX/XX/XXXX Trial Payment Plan deadline. The servicer informed me that they discovered the payment issue on the afternoon of XX/XX/XXXX, after they had already contacted me earlier that day and informed me that the Trial Payment Plan had been successfully completed. When I contacted the servicer again on XX/XX/year> after noticing the payments had not been withdrawn from my bank account, I was informed that the Trial Payment Plan had been canceled and that reinstatement of the loan would be my only option. I was told that an official reinstatement amount could not be calculated for 35 business days and that I should call back on Thursday to obtain the total. I was told that the current estimated reinstatement amount, not including additional foreclosure costs that may accrue, was {$20000.00}. Throughout this process, I attempted to work through the servicer using the contact information they provided. I received a letter on XX/XX/year>, identifying a dedicated loan specialist and providing a phone number to reach that person. Each time I called that number, I was never connected with the dedicated loan specialist and was instead routed to other representatives. When I requested to speak with a supervisor, I was told that no supervisor was available and I was not escalated. I made a good-faith attempt to complete the required Trial Payment Plan payments before the deadline, and the funds were available in my account. I relied on the servicers XX/XX/XXXX representation that my Trial Payment Plan had been successfully completed. I am requesting that the servicer review the call recordings and payment records and honor the Trial Payment Plan by allowing me to complete the loan modification.

Company response to consumer: Closed with explanation