Consumer complaint received 2026-01-28 00:00:00
Product: Mortgage — Conventional home 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: CA

Complaint narrative:
On XX/XX/XXXX, we received a certified letter from Rocket Mortgage stating that our mortgage loan ( # XXXX ) was delinquent and at risk of foreclosure. This was the first notice we received regarding any change to our required monthly payment or any alleged delinquency in payment. 

Upon receiving the letter, we contacted Rocket Mortgage and was transferred to XXXX XXXX. During that call, a XXXX XXXX representative named XXXX explained that when Rocket Mortgage acquired XXXX XXXX in XXXX, an audit of our loan was conducted. As a result of an updated escrow analysis, our monthly payment increased by {$350.00}, raising our payment from {$5600.00} to {$6000.00}. We were never notified of this increase prior to receiving the certified letter. 

XXXX further explained that we were considered delinquent only for the unpaid escrow increase of {$350.00} for XXXX and XXXX, and that we would not be in default if we paid the outstanding balance for XXXX by XX/XX/XXXX. On XX/XX/XXXX, we paid $ XXXXmore than the amount owed for XXXX and XXXXXXXXthrough our XXXX XXXX XXXXXXXX checking account. The payment posted on XX/XX/XXXX. 

Despite this, on XX/XX/XXXX, our account continued to reflect that the XXXX payment was missing in full ( {$6000.00} ). Our bank records confirm that we paid the original monthly payment amount of {$5600.00} as anticipated. However, Rocket MortgageXXXX. XXXX records incorrectly showed us as delinquent in the amount of approximately {$6000.00}. This is inaccurate ; at no point were we delinquent for the full payment, only for the {$350.00} escrow adjustment. 

When Rocket Mortgage acquired XXXX XXXX, we received a letter notifying us of the sale. We did not receive any subsequent correspondence advising us of a payment change, escrow adjustment, or the consequences of not paying the increased amount. Instead, we received multiple emails and voicemails from Rocket Mortgage encouraging us to refinance due to lower interest rates, none of which mentioned any change to our existing mortgage payment. 

Additionally, we received an email from a Rocket Mortgage executive loan tracking team member, XXXX XXXX, on XX/XX/XXXX, stating that our loan had been flagged and that he wanted to discuss refinancing at a lower rate. I declined this offer. His follow-up message again referenced low interest rates. Given the circumstances, we believe our loan was unfairly flagged due to the escrow issue that had never been communicated to us by the same loan servicer. 

This week, we also discovered that our credit scores have dropped significantly. One score that had consistently been in the low XXXX is now reported as XXXX due to Rocket Mortgage reporting a missed full payment. This reporting is incorrect. After paying the outstanding balance, we contacted Rocket Mortgage to request removal of the late fee and correction of the credit reporting, explaining that we were never properly notified of the payment increase. This request was denied. This is also preventing us from even considering refinancing to a conventional loan for at least a year. 

Based on the fact that we paid our XXXX payment in the same manner and amount as we had previously, received no notification of the escrow increase or payment change, and were not informed of the missed {$350.00} until the certified letter dated XX/XX/XXXX, we are formally requesting that the delinquent payment flag be removed from our credit report. 

Had we been notified of the change in a timely manner, we would have immediately paid the additional amount and reviewed our options. Instead, the mortgage holder proceeded directly to reporting a delinquency without providing an opportunity to comply. This approach was unnecessarily aggressive and caused significant and unwarranted harm to our credit. 

We have held this mortgage since XX/XX/XXXX ( first with XXXX XXXX, then XXXX XXXX later becoming Rocket Mortgage ) and have never missed a payment or incurred late fees. My husband is a XXXX  and I am an XXXX, and we have worked diligently to maintain excellent credit, which we view as a reflection of our integrity and financial responsibility.

Company response to consumer: Closed with explanation