Consumer complaint received 2026-03-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Rocket Mortgage, LLC
State: GA

Complaint narrative:
I have reached out to Rocket Mortgage over 60 times since XX/XX/XXXX through XX/XX/XXXX about an issue that occurred where myself and a paramour living in a home did a refinance with the company and I assumed everything was done correctly but later found out a few months later after the refinance was completed and my partner had died that I had no ownership rights to the property because Rocket mortgage only had me recorded on the security deed and not on the warranty deed. This was very concerning and troubling as I wasnt aware at the time that two deeds should have been completed in the state of Georgia until after I had to hire two attorneys to deal with the home after her death in XXXX. Even more troubling was that it was as if I was being forced out of my home by the deceased family as they also had an attorney asking me to leave. I was paying the mortgage regularly even though without her income it was a significant hardship until I was advised by the attorney to stop making payments in XXXX of XXXX. I finally settled with her familys estate over 13 months later but the fight left me in financial distress as her heirs did not pay but one payment over 6 months. Therefore, I was left with a large past due balance with late fees and some corporate legal fees. I was able to avoid costly attorney fees by paying prior to them becoming involved. Rocket mortgage did send over a loan modification that reduced payments a bit but would have increased the mortgage term to 40 years, which was not acceptable based on my age of being XXXX years old. I was hoping for some type of modification or concession that would correct the mistake that I feel was made by the Rocket mortgage closing team that would allow me to take on the security debt but have no ownership interest in a property that was my primary residence for over 6 years and without my income added to the loan application would not have been able to have been approved. We have repeatedly requested consideration of our situation and have been told that someone within the corporation would contact us about the request but havent heard back from anyone yet regarding some type of settlement to allow me to continue to keep the home and what was my good credit prior to the death and subsequent issues with title ownership, etc. Rocket mortgage representatives have been nice and provided customer service but either dont know or dont have the power to give a final answer to the request to reduce the fees/mortgage balance etc. Finally, I came home last year in XXXX and the door locks were changed as they had sent over a team to lock up the home during this back-and-forth dispute with the deceased relatives. I called and told them that I was going to continue to occupy the property and they gave us access to the property through a 4 digit code for the lockbox, but then they kept coming back and changing the locks after we notified them that we were going to try to make the necessary repairs and remain in the home. This is just an example of the extensive problems that I have experienced and would just like to have a response from the company to assist me in keeping the home, thanks in advance.

Company response to consumer: Closed with explanation