Consumer complaint received 2026-04-21 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: VA

Complaint narrative:
My loan has been transferred multiple timesfrom XXXX XXXX to XX/XX/XXXXand now to Rocket Mortgage. The issues described below began after these servicing transfers. XX/XX/year> : I sent a detailed written complaint to Rocket Mortgage outlining payment misapplication, lack of transparency regarding unapplied funds, conflicting account information, and an unexplained {$400.00} legal fee. XX/XX/year> : Rocket Mortgage responded stating my issue was escalated to their Research and Response Team and that I would receive a response within XXXX business days. XX/XX/year> : In an effort to correct the issue on my end, I submitted my mortgage payment in XXXX separate transactions : {$3000.00} ( full monthly payment ) Remaining amount as a separate principal-only payment, with written instructions not to place funds in suspense XX/XX/year> : I also sent a follow-up email requesting confirmation of how payments would be applied and asking for the balance of any unapplied funds XX/XX/year> : As of this date, I have received no response, no findings, and no resolution from Rocket Mortgage Rocket Mortgage has failed to meet its own stated response timeline and has not addressed any of the issues raised. Issues XXXX. Misapplication of Payments / Improper Handling of Overpayments My required monthly payment is {$3000.00}, yet I consistently pay approximately {$4200.00} per month. Excess funds are not being applied to principal and are instead placed into a suspense or miscellaneous account. I have had to repeatedly call to request manual application of my own funds. XXXX. Lack of Transparency Regarding Unapplied/Suspense Funds I can not access, view, or verify the balance of funds being held in suspense. Statements and transaction histories include entries such as partial payment ( unapplied ) and Adjustment Misc Suspense without clear accounting of how funds are being handled. XXXX. Conflicting Payment Amounts and Due Dates Rocket Mortgages systems provide inconsistent information : Online dashboard shows {$2500.00} due on XX/XX/XXXX Official statement shows {$3000.00} due on XX/XX/XXXX These discrepancies make it impossible to determine the correct payment obligation and raise concerns about the accuracy of their records. XXXX. Failure to Follow Disclosed Payment Application Policy Rocket Mortgages own statement outlines how payments should be applied ( principal, interest, escrow, fees ). Despite this, excess funds are being held in suspense rather than applied according to their stated policy. XXXX. Unauthorized and Unexplained Legal Fee ( {$400.00} ) A {$400.00} legal fee has been added to my account. Neither I nor my attorney have received any explanation, invoice, or documentation for this charge. XXXX. Failure to Respond / Failure to Resolve Rocket Mortgage acknowledged my complaint and committed to a response timeline but failed to respond within that timeframe and has provided no resolution. Requested Resolution I am requesting that Rocket Mortgage : XXXX. Provide a complete accounting of all payments and how they have been applied XXXX. Provide the current balance and full history of all unapplied/suspense funds XXXX. Immediately apply all appropriate funds to principal XXXX. Provide clear written confirmation of how future overpayments will be handled XXXX. Provide full documentation and justification of the {$400.00} legal fee XXXX. Correct all discrepancies between statements, dashboard, and actual account status Additional Information I have made multiple good-faith attempts to resolve this issue directly with Rocket Mortgage, including written correspondence and changes to how payments are submitted. Despite this, the issues remain unresolved and Rocket Mortgage has failed to respond within its stated timeframe. This appears to be a systemic servicing issue involving misapplication of payments, lack of transparency, and inaccurate account reporting.

Company response to consumer: Closed with explanation