Consumer complaint received 2026-02-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Rocket Mortgage, LLC
State: AZ

Complaint narrative:
We are filing this complaint against Rocket Mortgage regarding a prolonged and mishandled loan process that resulted in significant financial harm. In XX/XX/XXXX, we applied for an FHA loan with Rocket Mortgage and paid approximately {$500.00} at their request to begin the application process. After approximately XXXX months, we were informed that we did not qualify for FHA financing due to a single late land contract payment that had occurred XXXX months earlier ( the late payment resulted from a bank transition ). We were then instructed to reapply for a conventional loan. We reapplied in XX/XX/XXXX. During the conventional loan process, Rocket Mortgage repeatedly requested documentation relating to proof of deed for our land contract property. We made substantial efforts to obtain the requested documentation. In XX/XX/XXXX, we specifically asked Rocket Mortgage representatives whether we should borrow funds and pay off the land contract in order to obtain the deed. We were told that paying off the land contract should not be necessary. By XX/XX/XXXX, Rocket Mortgage continued to indicate that proof of deed was required. We again asked whether paying off the land contract would resolve the issue. At that time, a Rocket Mortgage employee explicitly instructed us to pay off the approximately {$16000.00} land contract balance. We sought confirmation from multiple Rocket Mortgage representatives and were assured multiple times that paying off the land contract would resolve the underwriting issue and allow the loan to proceed to closing. Relying on those representations, we paid off the {$16000.00} land contract in XXXX XXXX. In doing so, we exhausted our emergency savings and funds provided by family members. After the payoff, we provided Rocket Mortgage with the recorded deed and documentation showing the land contract was paid in full, as requested. Despite this, Rocket Mortgage continued to request additional documentation. On XX/XX/XXXX, we were informed that we no longer qualify for the loan because we have not held the deed long enough to meet seasoning requirements. This time-based deed requirement was never disclosed to us prior to being instructed to pay off the land contract. Had we been informed of this requirement, we would not have paid off the land contract at that time. Rocket Mortgage directed us to take a significant financial action while failing to disclose a material underwriting limitation that ultimately rendered that action ineffective. We relied on their representations when making a {$16000.00} financial decision. As a result of this process : We exhausted approximately {$16000.00} in savings and family funds. We lost our emergency reserve. We no longer qualify for the loan. We are in a worse financial position than when we began. The loan process extended nearly XXXX months without resolution. We believe Rocket Mortgage failed to provide accurate, complete, and timely information necessary for us to make informed financial decisions. We are seeking accountability for the financial harm caused by reliance on their guidance.

Company response to consumer: Closed with explanation