Consumer complaint received 2026-02-20 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: MI

Complaint narrative:
Company : XXXX XXXX XXXX XXXX/ XXXX XXXX ( Customer Relations signed by XXXX XXXX ) Product : Mortgage servicing Loan modification / loss mitigation Issue type ( CFPB ) : Trouble getting a loan modification ; servicing errors ; inaccurate information ; document execution / notary scheduling issues ; error resolution handling What outcome I want Immediate escalation to a loss-mitigation/Executive Resolution supervisor empowered to finalize my modification. 
Written correction of all false or inaccurate statements made about notary scheduling, missed appointments, and the reason ( XXXX ) my modification was delayed/denied. 
A complete, dated, itemized timeline of every loss-mitigation action taken ( all outbound sends, all inbound receipts, and all internal review notes ) and copies of the records relied upon.

A confirmed notary appointment ( with notary name/company, date/time window, and the phone number that will contact me ) OR written permission to use my own notary without penalty/delay.

Confirmation that no adverse credit reporting, fees, foreclosure activity, or negative servicing notes will occur due to the servicers errors/misrepresentations and the resulting delay.

What happened ( consumer narrative ) I am filing a complaint because the servicer/lender is misrepresenting key facts about my VA loan modification processspecifically, the scheduling of a notary appointmentand has also made inconsistent or false statements about why my modification was delayed/denied. 
On XX/XX/year>, the company issued a written resolution letter ( Research Reference # XXXX ; File Number XXXX ) addressed to the Michigan XXXX XXXX XXXX XXXX XXXX XXXX and copied to me. 
XXXX XXXX XXXX XXXX letter claims : They assisted [ me ] in scheduling a notary appointment for XX/XX/year> at XXXX XXXX, and that I later called and they confirmed that appointment. 
XXXX XXXX XXXX XXXX further claims that on XX/XX/year> I told them I missed the scheduled notary appointment, and then they scheduled a new appointment for XX/XX/year> at XXXX XXXX. 
XXXX XXXX XXXX XXXX have audio recordings from the notary/service provider confirming that the notary appointment was never scheduled as represented. The written statements in the companys letter are therefore false and misleading. I am attaching the audio files and can provide transcripts. 
In addition, the companys explanations for why my loan modification was delayed/handled the way it was have been inconsistent. The letter also describes repeated execution issues ( signature formatting and notary stamping concerns ) and claims it made multiple re-sends of my modification documents between XXXX XXXX XXXX 
XXXX XXXX XXXX XXXX want the CFPB to require the company to produce the complete servicing record showing : ( a ) exactly what documents were sent, ( b ) exactly what was received and when, ( c ) who reviewed it, ( d ) what defect they identified, and ( e ) what precise instructions were provided to cure it. 
Finally, the company labeled its response a RESPA RESPONSE TO NOTICE OF ERROR and stated after completing a reasonable investigation it has been determined no error occurred, while also claiming I have the right to access documents relied upon. 
XXXX XXXX XXXX XXXX, because their written narrative about notary scheduling is contradicted by the notarys own confirmation, an error did occur, and the company must correct the account history and provide the supporting records. 
Why this is a problem The servicers written statements contain material inaccuracies about loss-mitigation steps ( notary scheduling ) that directly impact my ability to complete a modification. 
Misrepresenting servicing actions and then denying error after a reasonable investigation undermines the accuracy, transparency, and fairness required in mortgage servicing and loss mitigation. 
I should not be harmed ( fees, credit reporting, foreclosure risk, delays ) due to the companys misstatements and process failures. 
Supporting documents Im attaching Company resolution letter dated XX/XX/year> ( XXXX XXXX / Customer Relations ) describing the notary scheduling and modification timeline. 
XXXX XXXX XXXX Audio files from the notary/service provider confirming the appointment was never scheduled ( and transcripts if needed ).

Any call logs, emails, texts, or screenshots showing attempted scheduling / lack of confirmation.

Regulatory basis : This involves loss mitigation servicing under Regulation X ( RESPA ), 12 CFR 1024.41, and error resolution / information requests under 12 CFR 1024.351024.36. The servicer provided a written RESPA response to notice of error but the notary scheduling facts stated in its letter are contradicted by the notary providers confirmation, requiring correction and production of records relied upon.

Company response to consumer: Closed with explanation