Consumer complaint received 2024-02-20 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: NJ

Complaint narrative:
On XX/XX/XXXX, I contacted Rocket Mortgage to add an additional checking account to my Mortgage Account via the Rocket Mortgage App. I was instructed what to do and followed the instructions from the Customer Service Rep. I applied the routing number and checking number and received a confirmation that my payment was accepted to support XXXX 's payment. On XX/XX/XXXX, I received an email stating that the checking number that I submitted was missing 2 digits and that Rocket Mortgage already reported my payment as being late to the 3 credit bureaus. I spoke with XXXX XXXX, Servicing Escalations Specialist o XX/XX/XXXX & XX/XX/XXXX who confirmed that the app accepted the data to include the routing and checking number, but does not recognize if missing checking account data. She confirmed that the routing number data was correct, and IF her team manually typed in the checking data incorrect on the phone, she would be able to reverse the negative credit reporting. Since it was performed by me on the Rocket App, she could not reverse the negative credit reporting. I pleaded that I have never missed a payment in over 10+ years with being a customer with Rocket Mortgage and also just refinanced in the spring of XXXX, and she could not help me. After explaining that I would be seeking counsel, she provided me with Rocket contacts to include the Qualified Written Address for Official Complaints and Subpoena Address so that my lawyer could contact them in them writing. I explained that this error which Rocket Mortgage 's System did not capture in a timely manner, reduced my credit score by XXXX points between 3 credit bureaus who have three different credit report number adjustments. With the reduction in reporting, I will not be able to refinance into a conventional mortgage as Rocket Mortgage sold me on in the Spring of XXXX when refinancing me into a second FHA mortgage in the spring of XXXX. I'm trying to get this resolved, but the error is truly on Rocket Mortgage 's end since the system should capture how many checking account digits are needed based upon the routing number submitted. If the Rocket Mortgage Customer Service team typed this data in incorrect and they could reverse the negative credit data from my reports, why can't it be reversed based upon my current circumstance which was a clerical error and the Rocket system did not produce an error message. They received both XXXX and XXXX 's payments on XXXX XXXX once this missing checking account data was corrected and all the payments are up to date. I was even skeptical when they performed the correction since I was fearful that XXXX 's payment wouldn't take and clear due to the banking data that was corrected. It was however paid and the funds for both XXXX and XXXX were accepted and cleared days after XXXX XXXX. Rocket also removed the late fee for XXXX based upon this circumstance, but would not remove the negative reporting based upon the glitch in their payment system software.

Company response to consumer: Closed with explanation