Consumer complaint received 2025-07-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Confusing or misleading advertising or marketing
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
Consumer Financial Protection Bureau Complaint AgaiXXXX : Rocket Mortgage , LLC Complainant : XXXX XXXX Summary of Complaint : I am submitting this complaint to report deceptive, predatory, and potentially unlawful lending practices by Rocket Mortgage during a recent mortgage refinance and modification process. I allege the lender failed to uphold their fiduciary duty, engaged in deceptive business practices, and caused substantial financial harm by misrepresenting or omitting key loan terms and consequences. 

Detailed Complaint : XXXX. Violation of Fiduciary Duty & XXXX  Financial Code 4970 : Rocket Mortgage failed to act in my best interest as a borrower, thereby violating the fiduciary standards outlined in XXXX Financial Code 4970 et seq., which protects borrowers from predatory lending in high-cost home loans. 

- During the refinance process, a {$30000.00} lien from the Keep Your Home XXXX ( XXXX ) grant program was paid off and included in my new loan principal. 
- This grant was scheduled to be forgiven in XXXX XXXX contingent on my continued occupancy, and I was on track to meet that requirement. 
- Rocket Mortgage never adequately disclosed that this lien would be satisfied and rolled into the loan. There was no clear explanation of the financial impact, nor was this outcome highlighted during closing.

- This payoff increased my debt unnecessarily and converted forgivable funds into interest-bearing debt at a XXXX XXXX  APRa clear violation of fiduciary responsibility. 

2. Unauthorized Inclusion of Federal Student Loan Debt : - Rocket Mortgage also included my federal student loan in the refinance without explicit, informed consent or adequate justification. 
- The loan was included at a higher interest rate than my existing federal loan and without consideration for my pending loan forgiveness application ( I am eligible for {$10000.00} in forgiveness ). 
- The inclusion of federal student loan debt in a private mortgage refinanceespecially while loan forgiveness is pendingwas not only predatory, but also contrary to public policy aimed at protecting borrowers from losing federal loan protections. 

3. Deceptive and Opaque Closing Practices : - At closing ( XX/XX/XXXX ), conducted by XXXX, I was provided no opportunity to review an itemized breakdown of the debts being paid off from the loan proceeds. 
- No documentation prior to or during closing clearly listed all the accounts ( credit cards, auto loan, tax debt, student loan, and the XXXX lien ) being paid via loan disbursement checks. 
- I was not informed that Rocket would issue physical checks to me, rather than directly paying off certain debts. 
- I only discovered this upon receiving a delayed XXXX package after the loan was finalizedwell beyond the rescission period. 

4. Misrepresentation and Failure to Disclose Material Information : - I proceeded with the refinance under the impression that it would mirror a previous XXXX modification, where my XXXX XXXX was left intact and not paid off. 
- Rocket Mortgage employees did not disclose the key differences between that previous modification and the current refinance. 
- I was misled to believe that only my auto loan, existing mortgage, and a {$25000.00} home equity draw would be involved in the refinance. 
- At no point did Rocket clearly advise, warn, or confirm in writing that the XXXX XXXX and student loan would be included in the new debt obligation. 

Summary of Harm : As a result of Rocket Mortgages conduct, I am now burdened with an additional {$46000.00} in debt, which includes : - {$36000.00} in XXXX XXXX funds that would have been forgiven in XXXX  months, - {$10000.00} in federal student loan debt that was potentially eligible for forgiveness. 

This debt is now accruing unnecessary interest and has significantly undermined my financial stability and future home sale plans. Had I been properly informed, I would have declined the refinance or restructured it to exclude these obligations.

Company response to consumer: Closed with explanation