Consumer complaint received 2026-04-06 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Rocket Mortgage, LLC
State: OK

Complaint narrative:
Back on XX/XX/year> I had applied for a mortgage assistance application online. It advised me to call Rocket Mortgage and they needed additional information. I provided them all the information that was requested of me. I also received a document the same day that they had received documentation of the information and no action is required. On XX/XX/XXXX, I received a call from them due to my account being passed due. We went over the information and over the mortgage assistance program and what other options there might be if the application was not approved. At that time they had asked me the same XXXX questions that I was asked during my application process. Has my financial situation been resolved. Yes. Is my home a primary home or rental. Primary home. Do I plan on staying in the home? Yes. On XX/XX/XXXX I received a letter in my account online, stating that my application was deemed complete as of XX/XX/year>. In this letter it does state that " During the evaluation period, we will determine whether or not you are eligible for loss mitigation options based upon the information we have. If we determine at a later date that we need additional information to complete our evaluation of your application, we will request the additional information from you and provide you with a reasonable opportunity to submit it. In such case, the evaluation process may take longer, and the foreclosure protections could end if we do not receive the information as requested. '' Also stated in this letter, no action required. XX/XX/XXXX, I missed a call from them XX/XX/XXXX, I had called to see where the process is at with the the application. They said oh we need this additional information. Once again, answered the XXXX questions that I did previously. XXXX says I will submit it to our underwriting and let them know. XX/XX/XXXX, XXXX missed call from them. XX/XX/XXXX, I called them back and same run around needed to answer the XXXX questions yet again and I am furious at this point. I have provided this information multiple of times and it's getting no where. I ask to speak to a supervisor. The supervisor advises me that they agents are supposed to escalate it to the supervisors so they can advise underwriting that the questions have been answered. This supervisor also advised that she would call me back once there has been confirmation that underwriting has received it. I never received that call. She said they should have an answer for you XX/XX/year> and the very latest XX/XX/year>. On XX/XX/year> I called into Rocket for an update to see where the status of the application is at. I am told that it will now be ANOTHER XX/XX/XXXX days to be completed by underwriting because I didn't provide all the information needed until XX/XX/year>. When I advised the agent that I had provided the answers to their additional request for information XX/XX/XXXX times and that this needed to be expedited to underwriting so they can review it ASAP, I was told that can not be done. I requested to speak to a supervisor. Which I got absolutely no where with. Told the same thing nothing can be done. When I filled out the mortgage assistance application in the beginning of XXXX I was XX/XX/XXXXmonths past due. Now I am XX/XX/XXXXmonths past due and am being told that if I make a payment that it will mess up the application process and the only payment that they will take isXX/XX/XXXX months of payments, not even being able to make XXXX of the payments to try and stay at least somewhat on top of it in case this gets rejected for some reason. I have not received any type of communication through my account online, or mail stating that this additional information was needed. I only received a phone call and if I missed a call, there was no voicemail left or anything. This is not acceptable. They clearly want people to not be aware of what is needed in order to complete this process of the application. Not only that, it's causing customers payments to be delayed even further to a point where they won't even have the ability to pay what is needed to get it somewhat caught back up and to only option to be able to make XXXX payments at once and not even an option for XXXXXX/XX/XXXX How is that even legal? This needs to be seriously looked into from a communication stand point.

Company response to consumer: Closed with explanation