Consumer complaint received 2026-05-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
I am disputing inaccurate mortgage payment handling and credit reporting errors that began after a servicing transfer. I was current for years, made goodfaith payment attempts, and have spent nearly four months trying to resolve this without success. My credit score has been significantly damaged due to servicer and paymentprocessing errors.Details : I obtained a new mortgage loan in XXXX. That loan was transferred to XXXX XXXX XXXX XXXX XXXX XXXX. From XXXX? until XX/XX/XXXX, all payments were made successfully and the account remained in good standing.In XX/XX/XXXX, servicing was transferred from XXXX to Rocket Mortgage. Immediately after this transfer, my payments began failing ( reversed ) or being mishandled despite my continued goodfaith efforts to pay. These issues did not exist prior to the transfer.I later learned this may be related to a legacy ACH stop payment tied to a much older Quicken Loans or Rocket Mortgage account that had been paid off years earlier. Regardless, I made repeated attempts to resolve this with both Rocket Mortgage and my bank, spending countless hours on phone calls over nearly four months. No party took ownership of the issue or coordinated a resolution.Despite being aware of the dispute and the servicingtransferrelated payment issues, Rocket Mortgage has continued to report late or missed payments to the credit bureaus. As a result, my credit scorepreviously around XXXX for many year to XXXX ( excellent to fair ) has dropped significantly.I did not refuse to pay. I attempted to pay. Payments were accepted for years under the prior servicer and on autopay without issue. The failures began only after the servicing transfer, indicating a servicing or paymentprocessing error rather than borrower fault.This prolonged situation has caused severe stress and health impact due to a serious XXXX XXXX, which has been exacerbated by months of unresolved errors, conflicting information, and lack of accountability.I believe this constitutes : Servicing transfer errorsFailure to properly investigate payment issuesInaccurate credit reporting under the Fair Credit Reporting Act ( FCRA ) Failure to correct known errors under RESPAResolution requested : I am requesting that Rocket Mortgage : Correct all inaccurate credit reporting related to this issueRemove late or missed payment marks caused by servicing or paymentprocessing errorsConfirm my account status in writingWaive any fees or penalties assessed as a result of these errorsCoordinate with the prior servicer and bank to ensure payments process correctly going forwardI am also requesting that the CFPB require a written response explaining how this error occurred and what steps are being taken to prevent further harm. PS! XXXX XXXX XXXX confirms the problem was due to a stop payment request which must have been legacy, but can not pinpoint the date. They do assert that they have no stop payment request from me.

Company response to consumer: Closed with explanation