Consumer complaint received 2025-07-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account information incorrect
Company: Rocket Mortgage, LLC
State: OH

Complaint narrative:
In XX/XX/year> our mortgatge was moved to XXXX from XXXX. 
We had no issues with Shellpoint We have owned the home since XXXX never been late on a payment, We started to speak with XXXX her NMLS # is XXXX ( she is wonderful ) who helped us start on a refinance process. We were receiving emails from XXXX, and we were handed off to XXXX at Rocket, who was difficult to communicate with as he never followed up. As of XX/XX/year> we had completed all steps of the refi process, we were also told that we would be able to skip a payment. Our finances were very stressed at that time so we were advised not to make a payment, but then we ended up being recorded late because there were delays on the refi. We had an appraisal in XX/XX/year>, and were then told that the appraisal didnt come back where it was supposed to be, based on the refinance request, even though they told us a different number. We were verbally told the appraisal needed to come back at XXXX, but the documents stated the appraisal needed to come back at XXXX! So they asked us to pay down other debts, which we did, which XXXX stressed our finances to XXXX XXXX where we were concerned about being able to afford groceries and other bills. 

We didnt hear much from XXXX XXXX XXXX at all, so my husband reached out multiple times to follow up and initiate discussion/next steps, finally when XXXX responded we were told that the time frame had expired and " don't worry we can just reapply for the refinance. '' At this point, they handed us over to someone named XXXX, who had a little bit of a translation gap and she was hard to understand. She also told us that our mortgage payment was XXXX $ more than what it actually was, which is what she said would cause us to be in foreclosure! This was not true, she was mistaken and we asked to be given a different representative or to speak with management. She claimed she was the only person we could talk with, so we went back to XXXX for guidance. 

In XXXX, we discovered how poor our credit scores were looking after 3 months of attempting to refinance we were very confused, and noticed OURSELVES, that Rocket had 2 instances with the same amount on our credit report. XXXX was listed as our mortgage for XXXX and the XXXX was listed as a personal loan for XXXX! 

When we spoke with XXXX about this she escalated the issue and they were able to remove the duplication AFTER A MONTH, yet our credit scores have been severely damaged and it is XXXX 's belief that is why our refinance was unable to be approved! 

I have recently as of XXXX spoken with XXXX XXXX XXXX phone who called to talk to us about " personalized exciting new offers '' yet when I explained all of this to him he claimed he would escalate to management, and I have not heard anything from anyone at Rocket Mortgage. Come to find out, my husband ALSO spoke with XXXX and was told the exact same thing. 

This escapade has put our family in financial distress and caused us to be late on our mortgage in XXXX, which I am very proud to upkeep a clean record. I am devastated and require additional assistance as I fear Rocket mortgage has not done anything to resolve this issue, a refinance to alleviate some financial stress, or our very poor credit scores after their mistakes.

Company response to consumer: Closed with explanation