Consumer complaint received 2025-09-07 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: OH

Complaint narrative:
My Mother passed in XX/XX/XXXX. I called Rocket Mortgage a week after her passing to let them know and update the contact information on file to my name, my phone number and my email. I also informed them that I would be mailing her death certificate as soon as I have it. I then sent Rocket Mortgage her death certificate and the appropriate paperwork as soon as I received it, XX/XX/XXXX. 

XXXX months after mailing the paperwork to Rocket Mortgage, I called them to verify that had received it. They told me they had not received it and they had been attempting to contact me - I again gave them MY name, my number and my email. They were still calling my deceased mother 's phone and emailing her as well. I was told during this phone call that they had updated their system with my information. 

To keep it short and direct as possible - I contacted Rocket Mortgage at least XXXX times over XXXX, XXXX and XXXX because they were not sending me emails or calling my phone- they kept calling my deceased mother 's phone - even with phone service being cancelled since XX/XX/XXXX. 

They held onto the paperwork I sent in, did not process it timely, I kept calling to find out what the hold up was. They sent out a packet of Successor of Interest paperwork - I immediately filled it out and sent it in. They sat on this paperwork and dodged being truthful with me on the phone for over XXXX year. 

I had to mail it in an additional XXXX times before they claimed to have received it. During this time, they were charging me late fees for payments that were not late. They were intentionally misapplying payments, even with the month being written in memo on the checks, they refused to give me access to the online platform, stating " successor of interest hasn't been confirmed '', they refused to tell me or mail any loan information or documentation, they refused to allow me to pay online, the only way I could pay was by check and they claimed that wasn't a safe way to pay, while intentionally holding onto multiple checks for months and delaying processing of payments, while scamming late fees. 

They talked me in circles for XXXX on the phone, refused to escalate the calls when I demanded a supervisor. They finally gave me online access just recently- in XXXX of this year, XXXX. 

They used distasteful, scammy and downright illegal tactics to attempt to scam me into refinancing - so they could get even more money out of me. Making it seem like I can't do anything or have any access unless I were to get a loan in my name and refinance. 

They still call my mother 's phone to this day, and now mine at least XXXX times a day, XXXX times a week or more - clearing violating the XXXX in XXXX rule. 

I should have filed this complaint sooner, but better late than never at all. 

Consumers need to be protected from these greedy fraudsters. Consumers shouldn't have to keep such insane documentation, police their bills, and have XXXX of phone calls and time in research, just to make a mortgage payment and file the necessary paperwork. These unfair, delayed and manipulative practices should be unlawful.

Company response to consumer: Closed with explanation