Consumer complaint received 2026-04-27 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: TX

Complaint narrative:
On XX/XX/year>, I called my mortgage servicer at XXXX to request forbearance due to financial hardship. I spoke with a representative for approximately 45 minutes. During this call, the representative walked me through the complete forbearance questionnaire over the phone. The representative recorded my responses to all required questions and had me verbally agree to accept the forbearance terms. I answered all questions as instructed and accepted the terms to complete the application process. The representative confirmed that my forbearance request was being submitted and that my account would be placed into forbearance. I believed the process was complete since I had answered all required questions, my responses were recorded, and I had accepted the terms as instructed. I never received any written confirmation of the forbearance approval, but I relied on completing the formal 45-minute recorded application process and the representative 's assurance that my request had been submitted. On XX/XX/year>, I contacted my servicer to check on my account status and was shocked to learn that : 1. My account is currently in foreclosure status as of XX/XX/year> XXXX. The servicer 's internal notes from my XX/XX/year> call show that the representative was supposed to set up forbearance on my account 3. Despite completing the full recorded forbearance questionnaire and accepting the terms during a 45-minute call, forbearance was NEVER actually activated on my account 4. The servicer failed to process my completed and recorded forbearance application 5. Because of this processing failure, my account went into foreclosure instead of being placed in the forbearance I had applied for 6. I am now past due approximately {$15000.00} 7. I am now being told that forbearance is no longer available as an option because my account is in foreclosure status 8. The only option presented to me is to pay the full past due amount in a lump sum, which I can not afford This servicer error has caused me significant harm : I completed the required 45-minute recorded forbearance application process in good faith on XX/XX/year> I relied on the completion of that recorded process and believed my account was protected under forbearance terms I had accepted I lost over two months ( XXXX ) when I could have been pursuing other loss mitigation options I am now facing foreclosure solely due to the servicer 's failure to process my completed, recorded, and accepted forbearance application I have been denied the forbearance protection I formally requested, qualified for, and accepted the terms of The fact that the servicer 's own notes indicate the representative was " supposed to set up '' the forbearance confirms that my application was valid and should have been processed. The servicer has a recording of my complete application from XX/XX/year>. The servicer 's internal processing failure should not result in the loss of my home. I am requesting that the servicer : Pull and review the recorded call from XX/XX/year> at XXXX where I completed the forbearance questionnaire Provide a full investigation of this servicing error with documentation of what occurred and why my completed forbearance application was not processed Immediately reverse the foreclosure status on my account Apply the forbearance that I applied for and accepted the terms of on XX/XX/year>, retroactive to the date of my application Restore my account to the status it would have been in had the forbearance been properly processed on XX/XX/year> Provide me with all loss mitigation options I am entitled to Compensate me for damages caused by this processing error, including any credit reporting harm and emotional distress Provide written confirmation that no foreclosure proceedings will move forward while this error is being corrected I have a single-parent household with a child starting kindergarten in fall 2026, and this servicer error has put our housing stability at severe risk through no fault of my own. I completed every step required of me. The failure was entirely the servicer 's responsibility.

Company response to consumer: Closed with explanation