Consumer complaint received 2026-03-04 00:00:00
Product: Mortgage — USDA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Rocket Mortgage, LLC
State: PA

Complaint narrative:
i don ; t even know where to start. Approx 18 months ago we expeirenced a hardship. I had a medical emergency which left me incapiciated ( XXXX ) and XXXX 's company went out of byusiness which at that time he had become my primary care taker. For the last year, since back to working and tring to get caught up, we have been trying to ask for assitance from XXXX XXXX to say the least it has been the most horrible experience. We were in good standing paying the payments and always on time until life happened, and we litterally fell behind on everything. We have submitted finicial hardship paperwork over SIX times, to be told we need more documents. We send them, over and over and each time we get a new account manager who says its under review and that they will let us know. Then in approx 30 days we get a denial letter stating that we didnt complete the required actions. We contact XXXX XXXX get yet another agent who says oh I am so sorry that happened, I will make sure you get the correct paperwork Let me upload to your account. So once again we start over and again it happens. The last time prior to the last two times is still on the account since XXXX last year showing that it is pending review. The last time, which was three weeks ago, we got yet ANOTHER representative who assured us, she was from loss and mitigation and would send us all the paperwork we need and gave us the information to send all the documents by email, since the online account wont let us upload antying since the application from last year is still pending. Now its been three weeks, and approx. two weeks ago comin, our new manager contacted XXXX who advised him we needed some missing documentation. I send in the paystubs once again, the letter of hardship once again, and the same application, again. HE said all was good, just would have to wait. Then he called on XXXX stating that we were missing some document. We called that night and was told the account looked good. We talked to the rep, who absolutely refused to transfer us to the case manager cosmin and said she can help us. That all the documents were there. Three days later I received a phone message from XXXX XXXX advising to contact them because they had important information about our account. I was excited and thought maybe we can get some answers. NOPE. I called and the recording said we were missing documents and to log on to our account, but as I have explained several times over and over again the account is still pending from last year, so we hit for the 0 to be connected to a rep. I asked for XXXX, after once again XXXX verifying with the rep they can talk to me ( although I have been dealing with XXXX XXXX on his behalf and on the contributor packet for two years ). That rep stated we owed no documentation. We, explained again the situation. She swore up and down she looked everywhere and there was no documentation needed all requirements have been met, and we would hear something soon, and the automated system just hasbnt been updated. Not feeling okay with this, I stressed to her again the importance of this and that we want to save our home. We want to start paying we just need help. I have been a first responder for twenty years sending help, and just dont understand how people can be so clueless about desperation. She again, swore it was okay. She looked at all the notes, and that she will even note in the account if there was another problem to call directly. I said thank you and hung up. I did nt feel right about it. I contacted my Lawyer through work, and he told me that XXXX XXXX is not the best mortggae company when it comes to heping those who need it and letting things just ride until its too late and suggested before spending money or time on a lawyer to try to call again today. SO WE DID. We talked to another rep, who after verfyifyin I could speak on XXXX behalf, and doing the whole twenty minute dance of not needing any more documents, and the website is not update, she stated OH>>>> I just looked on the assistance from underwriting notes and it says your missing a profit loss statement in pdf form, and a hardship letter in pdf form. I confirmed what she said, and she told me that it has to be in a non-changeable form, such as pdf. Okay first think is anyone, I do mean ANYONE can edit a PDF, but okay. Second why did this time take three phone calls and over two hours for someone to tell me this. Whey wasnt this conveyed to begin with? SO once again I asked exactly what she needed, and all she kept saying was the same thing over and over, a non editable hardship letter and profit and loss statement. I am not sure exactly what she was talking about, because the only possible profit and loss statement could be from the door dash I do once in a while, making just over a thousand dollars in over four months. They have all my paycheck stubs, all the hardship letters, several copies of contributer packets, applications, a letter explaining why I swictched jobs, and everything but my private life journal. We just want to save our home. We want to get back to being in good standard. I dont understand what needs to be done to make this happen. We are not looking for a handout just some help and assistance.

Company response to consumer: Closed with explanation