Consumer complaint received 2026-04-01 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
On XX/XX/year>, I made a partial payment of {$610.00}, XX/XX/year>, I made a partial payment of {$610.00} & {$1200.00}. Which will equal out to {$2400.00} my payment for XXXX. The next day I wanted to ensure my payments went through, so I went on Rocket Mortgage website to ensure I was clear, I notice an additional {$1800.00} was taken out of my account on XX/XX/year>, I never authorize this payment, so I called Rocket Mortgage to inform about this additional payment. I spoke to a representative on XX/XX/year> to inform what had happened, I explained I had already made my payment for XXXX, the representative didnt believe what I was saying so they ask me to call my bank to verify the additional {$1800.00} was taken out, A representative at chase did inform the representative at Rocket Mortgage the money is set to clear at the end of the day at XXXX pm. The representative at Rocket mortgage told me to call back once money clears my bank. So, I called the next day I had to go over the same time-consuming process telling the representative I made my payments for XXXX and the additional funds taking from my account, We spoke to another representative from XXXX on 3-way call, XXXX confirmed the {$1800.00} was cleared from my account. Rocket Mortgage stated I would get a refund by Friday XX/XX/year>. I check my account on XX/XX/year>, with no money in my account. I immediately call Rocket Mortgage to see what happen and why I have not gotten my money, I had to explain to the rep at Rocket Mortgage over again that I had paid XXXX mortgage and about the overpayment The representative explained she had to speak with a XXXX, At this point I'm exhausted, tire and angry I told the representative I just can't wait any longer and I hung up phone. That same day I called XXXX Bank and I filed a claim in the amount of {$1800.00}, The money was in my account within XXXX hours. XXXX said they will investigate. On XX/XX/year>, I checked my account and noticed Rocket mortgage had been refunded {$1800.00}. I immediately called XXXX to inform him that XXXX stated once investigation was over, they would take money from my account so that XXXX was refunded. That same day I went on the Rocket mortgage website and saw I was 29 days behind for XXXX payment and I owe XXXX I was so upset ; I immediately called Rocket Mortgage. I spoke to XXXX different representatives at Rocket mortgage with a XXXX Representative at the same time explaining what had happened. Rocket representative still does not believe I made XXXX payment even though XXXX verified the money was taken on the days mentioned above. The at Rocket Representative is saying the money was refunded. The XXXX Representative stated the money was being taken out. The Rocket Mortgage Representative said she would investigate and give me a call back sometime this week. I'm so exhausted and upset this has happened to me If you go to my payment history, I always make my payments be for the late payment due day, everything was ok when Mr. Cooper was servicing my loan, I never had a problem making partial payment or with the representatives. The XXXX at Rocket Mortgage don't have any compassion and don't believe what you have to say as the consumer even if you have your bank statements and a representative from the bank has confirmed the information. I keep getting the run around about the payments I made. I now have a negative report on my credit that Im 29 days behind which is not true. This situation has caused me to be very stressful where I cant sleep thinking and worrying about what Rocket Mortgage has put me through.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation