Consumer complaint received 2026-06-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Rocket Mortgage, LLC
State: NC

Complaint narrative:
I had been working with XXXX XXXX since XX/XX/XXXX regarding a mortgage assumption. They requested a final divorce decree along with other documents. There was an Equitable Distribution Order that awarded me the home and required that I get the mortgage in my name. I could do this by refinancing or assumption per the Courts directions ( will include excerpts of transcripts ). XXXX XXXX required that I pay the mortgage which I did from XX/XX/XXXX through XX/XX/XXXX. I became a confirmed successor in interest ( XXXX ) in XX/XX/XXXX. Throughout this time, my ex-husband was uncooperative with the process, then we went back to Court and the Judge ordered us to get all documents done and this was a loan assumption that was to occur. We executed all documents and attachments in the loan assumption package from XXXX XXXX on XX/XX/XXXX and it was mailed in on the same day. The process was stated to take between 4-6 months which at the latest would have been XXXX XXXX and the mortgage should have been put in my name. XXXX XXXX stated that they had a data breach and this caused the delay. Then after everything was completed and we were scheduling closing, I received an email that said, XXXX. XXXX changed his mind so the assumption process did not occur because he did not want it to take place. I requested a formal written decision to establish why the mortgage assumption failed and did not process through. XXXX XXXX failed and refused to give me the decision in writing and also, refused to send any correspondence, directed to me by name. The example that I have for this is that when my name was updated from XXXX XXXX XXXX XXXX XXXX , XXXX XXXX once again, stated that I was the confirmed XXXX but the letter was addressed to my ex-spouse in a letter dated in XX/XX/XXXX. XXXX XXXX failed and refused to put the mortgage in my name and get the {$70000.00} of equity out of my home to pay off the ex-spouse and this would have been the end of the matter. I experienced actual harm because my home has been ordered sold, I removed from my home, all of my home furnishings were lost, I have still been making mortgage payments whenever required, I pay all of the HOA fees for the home that is secured by the mortgage, I had replaced the XXXX XXXX in XX/XX/XXXX, replaced the roof and covered the gutters in XX/XX/XXXX. These home repairs and updates has been needed since XX/XX/XXXX and the property was in disrepair. I further improved the mortgage property by replacing the shutters, upgrading the water system, installing gutter covers, and updating the front door, fascia and soffit. My ex-husband was able to obtain an order to have me removed from my home and ordered the home sold in XX/XX/XXXX. I am supposed to get 51 % of the sale of the home but I want my home, I dont want it sold. The order that removed me from my home was effectuated on XX/XX/XXXX and me, a XXXX XXXX that I have legal custody of, my adult children and XXXX XXXX were all displaced and have not been able to obtain permanent housing since this time. Due to XXXX XXXX failure to put the mortgage in my name and withdraw my considerable equity, I have suffered these horrible consequences.

Company response to consumer: Closed with explanation