Consumer complaint received 2026-03-16 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
To Whom It May Concern : I am submitting this rebuttal and request for further intervention regarding my FHA-insured mortgage loan. Borrower : XXXX XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX Related Lender Case Numbers : XXXX, XXXX Related CFPB Complaint : XXXX I dispute the lenders conclusion that my account should continue to be treated as delinquent from XX/XX/XXXX, without meaningful corrective action, especially after the lender admitted servicing errors that directly impacted my ability to understand, document, and resolve my account status. In its XX/XX/XXXX, response, the lender admitted the following : 1. A 6-month Forbearance Plan was approved on XX/XX/XXXX, effective XX/XX/XXXX through XX/XX/XXXX. 2. The lender failed to send the required correspondence detailing the terms of that approved forbearance. 3. On XX/XX/XXXX, the lender incorrectly communicated that a copy of the forbearance correspondence had been emailed to me. 4. Between XX/XX/XXXX and XX/XX/XXXX, I made multiple requests for the forbearance documentation and was unable to obtain it. 5. The lender now claims my loan remains due for the XX/XX/XXXX contractual payment and is XXXX payments delinquent. 6. The lender is also denying refinance eligibility on the ground that the loan is not current. This is not acceptable. The lender can not admit that it failed to send the forbearance notice, admit that it mishandled my requests for the documentation, and then rely on the consequences of those same servicing failures as the basis to keep my account in a severely delinquent status and deny refinance access. I am requesting immediate intervention and a management-level re-review with the following relief : 1. A complete executive review of all FHA home-retention and post-forbearance loss mitigation options that may bring the account current or otherwise resolve the arrears. 2. A written explanation identifying the exact FHA rule, handbook provision, investor guideline, or servicing requirement the lender relies upon to refuse to cure the arrears through an available FHA option. 3. A correction of all servicing records, internal account treatment, and derogatory delinquency handling to the extent they were affected by the lenders admitted servicing errors. 4. A full payment history, escrow history, suspense history, servicing notes, loss mitigation notes, call log notes, and all documents used in the lenders investigation and decision. 5. A written explanation of whether my account can become eligible for refinance upon proper resolution of the arrears, and if so, what exact steps are required. 6. Confirmation that no foreclosure referral or foreclosure advancement will occur while this matter is under active review. I am not merely asking for a generic response. I am asking for substantive corrective action. The lenders own response confirms that errors occurred. Those errors materially impaired my ability to obtain the forbearance terms, understand my status, and pursue the correct cure path in a timely manner. I request that this matter be escalated for supervisory review and that the lender provide a detailed, documented answer rather than a conclusory statement that the loan complies with all state and federal guidelines. Sincerely, XXXX XXXX

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation