Consumer complaint received 2025-12-31 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Rocket Mortgage, LLC
State: ND

Complaint narrative:
I am submitting this complaint regarding ongoing mortgage servicing errors and mishandling by Rocket Mortgage , LLC beginning in XX/XX/XXXX and continuing through the present, which have caused financial harm, emotional distress, and inaccurate default and collection activity on my account. 
Beginning in XX/XX/XXXX, I contacted Rocket Mortgage multiple times seeking guidance and assistance related to my mortgage account. During these interactions, I was provided incorrect and inconsistent information by Rocket Mortgage representatives and/or contracted agents regarding payment timing, options, and how to avoid delinquency. I relied on this information in good faith. As a result of this misinformation and lack of clear guidance, my account became delinquent and I have been forced into a prolonged period of playing catch-up despite repeated efforts to resolve the situation. 
From XX/XX/XXXX through XX/XX/XXXX, I repeatedly contacted Rocket Mortgage for assistance and clarification. During this time : No clear or consistent resolution was provided Errors were not corrected despite repeated calls Representatives gave conflicting or inaccurate information No one took ownership of the issue or rectified prior misinformation On XX/XX/XXXX, I entered into a documented repayment arrangement with Rocket Mortgage during a phone call that lasted approximately XXXX minutes. That call was recorded. Under that agreement, payments were scheduled for XX/XX/XXXX and XX/XX/XXXX. 
Despite this repayment arrangement being established on XX/XX/XXXX : Rocket Mortgage issued XXXX separate Notices of Default dated XX/XX/XXXX, after the repayment agreement was already in place These notices inaccurately represented my account status I continued to receive automated collection calls after the repayment plan was established and after payment was made I made a payment on XX/XX/XXXX, consistent with the repayment plan. My next payment remains scheduled for XX/XX/XXXX. I am not currently XXXX payments behind, yet Rocket Mortgage has continued to send default and collection communications. 
When I contacted Rocket Mortgage to dispute the default notices and collection calls : Representatives acknowledged that the notices and automated calls would continue to be generated despite the repayment agreement and payment I was provided misleading and alarming information suggesting that repayment plans trigger default or foreclosure, which is inaccurate I was routed to automated phone numbers that do not provide live assistance I was hung up on during attempts to resolve the issue At no point has Rocket Mortgage fully corrected the servicing errors, suppressed inaccurate default and collection activity, or provided written confirmation resolving these issues. Instead, I have experienced a pattern of misinformation, lack of accountability, and refusal to correct known errors, forcing me to repeatedly defend myself against inaccurate communications while continuing to make payments. 
This ongoing conduct constitutes : Inaccurate mortgage servicing Improper and misleading collection activity Failure to correct known servicing errors Misrepresentation of account status Failure to provide meaningful assistance despite repeated requests I have documentation supporting this timeline, including default notices, payment records, call logs, and recorded calls.

Company response to consumer: Closed with explanation