Consumer complaint received 2026-05-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
Company : Rocket Mortgage ( Rocket Companies ) Product : Mortgage ( Conventional home mortgage ). Issue : Trouble during payment process On XX/XX/year>, our mortgage payment of {$4600.00} was initiated via autopay from the Rocket Mortgage portal. We received a confirmation email from Rocket Mortgage on XX/XX/year> stating the payment had been applied. On XX/XX/year>, the payment of {$4600.00} successfully withdrew from our XXXX XXXX XXXX XXXX bank account. Rocket Mortgage subsequently reversed the payment citing " insufficient funds '', a claim that is false and directly contradicted by our bank records, which show the funds were withdrawn and never returned to our account. After receiving a call from Rocket Mortgage on XX/XX/XXXX that we had an overdue balance, They requested we submit bank statements as evidence that our payment was applied, that there were sufficient funds in that account, and that the payment was never returned to our account nor was " reversed ''. We sent those statements in an email on XX/XX/XXXX. We received a call on XX/XX/XXXX from Rocket Mortgage again telling us we had an overdue balance. We informed them that we had already contacted them about this issue, they claimed to have never received that email with the bank statement attachments and we forwarded it again on XX/XX/year>. On XX/XX/year>, we received confirmation that this email was received and that this issue was under review and to please allow them up to 7 days for review. On XX/XX/year>, we called Rocket Mortgage to ask for an update. We were promised a resolution by XX/XX/year> and that date passed with no resolution. On XX/XX/XXXX, we received a letter stating " We received your inquiry on XX/XX/year>, regarding the above-referenced loan. Unfortunately, the research required for your inquiry will likely exceed the 30 business days that we anticipated we would need to resolve the request. Our analysts continue to work toward resolving your issue, and we will remain in contact with you as we work toward a resolution, which will be provided within 15 business days of the original 30 business day deadline. '' Despite this, Rocket Mortgage has treated our account as delinquent for over three months, resulting in : repeated automated and live collections calls ; a certified delinquency letter mailed to us ; a debt collector voicemail left on XX/XX/XXXX ; a representative calling us and mentioning foreclosure of our account on XX/XX/XXXX ; and being transferred and disconnected via phone five times in a single day ( XX/XX/XXXX ) while attempting to reach a supervisor to resolve this issue as soon as possible. We sent an email to them on XX/XX/XXXX asking for immediate resolution. They replied to our email on XX/XX/XXXX that states a response, not even a resolution, will be received no later than XX/XX/year>, over four months after the original error. On XX/XX/year> Rocket Mortgage 's research team sent an email to us without a subject line ( that was subsequently marked as spam and unseen for several days ) stating that the bank statement that was sent was insufficient because it was not a " full '' statement, although it did include all of the relevant account information. Upon discovering it in the spam folder, we replied on XX/XX/XXXX with a full bank statement including all bank accounts on the statement, however we did not receive a response. On XX/XX/XXXX, we received another live call claiming we had an overdue balance and the representative confirmed that the case had been marked as resolved after the email without a subject line had been sent. The representative started a new case for us and told us to wait 5 to 7 business days for a response from their research team. Throughout this, we have continued to consistently pay our full monthly payment. Despite this, our account still states we are {$3000.00} overdue with accumulating late fees since the first error in XXXX. Additionally, since this error began, we have been unable to make extra principal-only payments, as those payments are being miscategorized by Rocket Mortgage 's system. Extra principal payments directly reduce our outstanding loan balance, which reduces the interest that accrues each month. Being blocked from making these payments means we are accruing more interest than we should be, a measurable ongoing financial loss that compounds the longer this error goes unresolved.

Company response to consumer: Closed with explanation