Consumer complaint received 2024-02-13 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
I have had issues with Rocket Mortgage from the START. I've NEVER had a good experience with them. 

They initially processed me as an XXXX XXXXXXXX XXXX XXXX even though I made it clear that I was a XXXX coming off of XXXX XXXX orders. This messed up my income and I was initially approved then denied and that occurred over and over again for about 4 months. It was an awful experience. 

Then last year I fell on hard times and applied for hardship and they denied me because... I did not make enough money. I can't even wrap my brain around this one because obviously that's why I'm applying for the hardship. Apparently they don't actually offer help in those situations. However, I'm not sure what situations they do help with. 

Because of the above mentioned, I fell behind so many days that they sent someone to my house to determine if I still lived there. I did not know this was a thing because this is my first home and it was buried in the fine print of my loan contract. The man who showed up at my house would not tell me who he was, but he was demanding personal information from me and said my " mortgage lender '' sent him. I asked him who my mortgage lender was and he stated he could not tell me. He also did not have any identifying information on him. His car had a dog walking company logo on it. I called and spoke to multiple people at Rocket about this and nobody knew what I was talking about at first until I finally got someone on the phone who did. It turns out, they hire random people to conduct property inspections and the woman who they hired also owns a dog walking business. This is extremely unprofessional and unsafe! 

Last month, I fell a little behind on my payment ( maybe a week and a half ) and I made the payment but another payment came out of my account immediately after and dropped the available funds below what they needed to be so the payment couldn't be processed. I immediately added money to my account and manually processed the payment again but their system is set up to make a 2nd attempt NO MATTER WHAT. They already received their money but they are going to charge again because they have set it up that way and there is no way for them to stop it. I have no idea how this makes sense to them or how they figure this is okay. I manually processed it again because I was coming up on the XXXX of the month and would be charged a late fee. I had no idea that this manual payment would not stop the XXXX attempt and I was charged a {$25.00} NSF fee. I contacted Rocket Mortgage and they told me that I was just supposed to know that this was THEIR policy and take it up with my bank. I reported them to XXXX and still they did not care. 

This month, a 3rd party is paying my mortgage and upon adding their payment information, they payment still defaulted to an account I barely use that has very little funds in it. This resulted in the same thing happening AGAIN as last month. I contacted them again and they refused to stop the 2nd attempt even though I told them that there are no funds in that account and it's pointless to even try. They again didn't care and told me I needed to stop the payment with my bank. I had to completely block them from that account and request a new debit card.

This is just insane. I have practically begged them to sell my mortgage to another lender because I no longer wish to deal with them. It has been 1 horrible experience after the next. They truly need to be investigated because there is no way that some of their practices are legal or at least moral and professional.

Company response to consumer: Closed with explanation