Consumer complaint received 2025-12-17 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Rocket Mortgage, LLC
State: NC

Complaint narrative:
I, XXXX XXXX, applied for a mortgage with Rocket Mortgage for the property at XXXX XXXX XXXX, XXXX, NC. She was preapproved and progressed through all steps of the process, including appraisal and inspections. Before moving into the home under an early occupancy agreement, her realtor, XXXX, spoke directly with Rocket Mortgage loan officer XXXX XXXX. That call ( which should be in Rockets recorded call logs ) included clear assurances from XXXX that : There was no risk in taking early occupancy Income verification or underwriting would not cause a denial The loan was fully on track Early occupancy would not jeopardize the loan My sister relied on this assurance and moved into the property under early occupancy. Shortly afterward, Rocket Mortgage abruptly informed me that they would not be moving forward with the loan, claiming income issues. However, the explanations given by Rocket have been inconsistent and contradictory, which has prevented me from understanding the real reason for the denial or obtaining alternative financing. Inconsistent and Non-Compliant Adverse Action Notices : Verbal reason # 1 : Underwriting could not verify income. Written adverse action notice : Debt to Income : XXXX XXXX XXXX not supported. Email from Rocket Mortgage representative ( XXXX XXXX ) : The income provided is unverifiable or unsupported. The phrase unverifiable OR unsupported is ambiguous and combines two completely different underwriting outcomes. Under the Equal Credit Opportunity Act ( ECOA ) and Regulation B, a lender must provide the borrower with the specific principal reason for adverse action. Rocket Mortgage has refused multiple written requests to clarify which reason is correct. They repeatedly responded that they can not provide any additional details. This failure to provide a clear, specific adverse action reason is a violation of ECOA/Reg B and directly harmed my sisters ability to obtain alternative financing quickly. Failure to Refund Borrowers Money : Rocket Mortgage collected a {$500.00} deposit from me for use as a lender deposit. Rocket denied the loan, not me. Under Rockets own policy and federal regulations ( RESPA ), unearned lender fees must be refunded when the lender terminates the loan. Rocket Mortgage has not responded to my request to refund this {$500.00} or provide any explanation or itemized breakdown showing the funds were applied to third-party costs. This appears to be an improper retention of borrower funds. Reliance on Recorded Assurances & Resulting Harm : Rocket loan officer XXXX XXXX gave explicit verbal assurances to my sisters realtor ( in a recorded call ) that early occupancy was safe and would not place the loan at risk. Those assurances influenced my decision to take possession of the home under early occupancy. Now, because Rocket has denied the loan with inconsistent and vague reasons, and refuses to clarify, I am : Is living in a home I does not own Is unable to secure alternate financing without clear reasons Is facing financial and housing instability Lost the {$500.00} Rocket refund This has placed me in a severe hardship situation created entirely by Rocket Mortgages inconsistent communication, misrepresentation, and failure to comply with federal lending disclosure requirements. What I am requesting : I am requesting that the CFPB investigate Rocket Mortgage for : 1. Failure to provide a specific principal reason for adverse action ( ECOA/Reg B violation ). 2. Inconsistent and contradictory adverse action explanations. 3. Failure to refund the borrowers {$500.00} deposit after lender-initiated denial. 4. Potential misrepresentation by the loan officer regarding early occupancy safety. 5. Failure to provide clear, consistent, and lawful disclosures necessary for the borrower to obtain alternate financing. 6. Withheld my appraisal ti be transfered until i piad another {$260.00} in distress. I need Rocket Mortgage to : Provide a clear, specific adverse action reason as required by law Refund the {$500.00} deposit Provide the appraisal copy without extra charge Correct and document any violations for the record.

Company response to consumer: Closed with explanation