Consumer complaint received 2025-11-05 00:00:00
Product: Mortgage — Conventional home 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: WI

Complaint narrative:
After I took title to the property through a transfer on death, I submitted multiple requests for loan modification and forbearance due to having a legal XXXX and hardship. The company responded with delays, incomplete information, refusals to provide requested documents, and denials of receipt. These issues continued while the county was recording the deed. 

I have made several payments. In XXXX, I agreed to pay approximately {$1300.00}, yet Rocket Mortgage withdrew more than {$1600.00}. Since then, Rocket Mortgage has refused to accept additional payments and has declined to provide specific account details, despite its receipt of my previously submitted financial power of attorney, transfer on death documentation, and contact information, which it has held for more than XXXX years during my time as my XXXX  's caretaker. I have repeatedly requested information, but the company has been XXXX and has provided inaccurate responses. Sending documents to the incorrect individual, sending unredacted SSN in plain sight snail mailing. 

Recent emails to Rocket Mortgage appear below : XXXX I appreciate the reply. I have provided this exact email address to your team many times over several years, including while I served as my mothers financial power of attorney for more than XXXX years. Please add this email to the account now and confirm the change in writing. 

A few things I need to address : Recent communications. Your agents told me documents would be sent by email. I stated that I prefer letter mail, but was informed by the agent that it had to be via email. No email ever arrived. After a much longer delay than expected, sometimes well over a month, I eventually received letter mail. I was not told in advance that you were switching from email to postal mail. 
Privacy issue. The most recent mailing showed my Social Security number in plain text on the documents. That is unethical and a poor security practice. The SSN was visible through the envelope when viewed under direct light or at certain angles, for example, with a flashlight. 
Email verification. During confirmation, the agent said verbal confirmation of the address was enough. That is not adequate, since mistakes and phonetic misunderstandings are common. Proper verification means sending a test message with a one-time link or code and confirming that I received a message through email. 
Name accuracy. I received a letter addressed to XXXX XXXX, '' even though I clearly spelled my legal name and explained the phonetics multiple times, including twice during the same call. The agent continued to refer to me as XXXX XXXX in a dismissive tone. Please correct the name on file to my legal name and confirm in writing that the record has been corrected. Additionally, you retained notarized legal documentation displaying my legal name. 


XXXX, XXXX Again, I have received a duplicate copy of this correspondence with a return envelope. This repeated mailing, together with the way this matter has been handled, makes it clear that there is no intention to resolve this issue in a timely manner. 

Over the past XXXX years that I have had this account, I have provided my Social Security number over the phone multiple times and have already supplied the legal power of attorney for finances for PRINCIPLE. I have also provided you the XXXX successor documentation earlier this spring. Over the last XXXX months since PRINCIPLE passed away, I have encountered ongoing delays, a refusal, or failure to answer reasonable questions, and consistently curt communication.

For security reasons, I will not include my Social Security number in any documentation sent by email, regular mail, or any other nonsecure method. I will only provide it over the phone or through a secure upload on the rocketmortgage.com portal, which you have inconveniently locked. I am, against my better judgment and without any real alternative, sending the updated financial and SSA documents by email due to your refusal to provide or accommodate secure transmission methods.

Do not mail me any documentation that includes my Social Security number in full. Any future mailed correspondence must display it only in an appropriately masked or obfuscated format.

Please respond and confirm the following : The email address on file has been updated and is verified for delivery, and the date and time you completed the update.

My communication preference is set to letter mail unless I explicitly consent to email in writing.

An audit log of your recent outbound messages to my address, including timestamps and any bounce or suppression codes.

If a phone call is truly required, the exact written policy that requires it and a supervisor contact for escalation.

That you will not place my SSN in plain text on any correspondence, and that agents have been retrained on redaction and mail handling.

Your incident response reference number for this exposure and the concrete steps you will take to mitigate any risk.

Confirmation that any unredacted copies in your possession have been securely destroyed, with only properly redacted copies retained if required by law.

A commitment to notify me in advance and obtain my consent before changing the delivery channel for any future communications.

That your email verification process now requires a test email with a one-time link or code and positive confirmation before relying on the " phonetics, '' plus the effective date of that change. 
That the name on my account is corrected to my legal name, including in all templates and mailing systems, and that prior misaddressed records are corrected.

Company response to consumer: Closed with explanation