Consumer complaint received 2022-02-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
Subject : Problem with Rocket Mortgage, Refuse to send me in the U.S. Mail my Monthly Billing Statements that I personally called several times & requested. I have made all monthly payments to Rocket without Billing Statements. Also called & requested they send me my 1098 Annual Interest Statement so I can file my XXXX  Income tax. As of today XX/XX/XXXX they have not complied. 

Reference Refinanced my home with Rocket Mortgage XX/XX/XXXX, Address XXXX XXXX XXXX, XXXX Michigan, XXXX, ( XXXX ). 

Summary In the short time that I refinanced my home with Rocket Mortgage ( XX/XX/XXXX ) I have encountered non-compliance with them to our contractual loan agreement, they ignored my phone call requests to send my Monthly Billing Statements & 1098 Annual Interest Statement in the U.S. Mail so I have a hard copy document for my records. I have made several phone calls to Rocket Since XX/XX/XXXX thru XX/XX/XXXX. Excuses they give me ( 1 ) we mailed it to you & you must have problems with your mail, ( 2 ) you choose to do paperless documents & logon to our website to obtain your statements, ( 3 ) it has to be approved by us to send you a hard copy in the U.S. mail, ( 4 ) we dont send hard copies out, ( 5 ) you didnt talk to the right department for your request so we dont have proof. As of today ( 5 months later ) they refuse to comply to the loan contract.

Problems Details I refinanced my mortgage with Rocket Mortgage & have encountered problems continuously with them from not reimbursing me on my over-payment at Close of Escrow instead they sent the over-payment to my insurance company, lied to me saying I had no over-payment at Close of Escrow. Got a phone call from my insurance company ( XXXX ) saying why was my insurance paid twice i.e. once by me then by Rocket Mortgage. The over-payment was supposed to be sent to my husband & me. 

The next problem, I did not received a monthly Billing Statement showing my loan # for my mortgage payment due for the month of XXXX. I had to go thru my Escrow documents to obtain my loan #, Rockets address, & the exact amount to pay before my first payment was due in XX/XX/XXXX. I called them twice in XXXX that I need my monthly Billing Statement to make a payment. I was told by their personnel they would send it to me. I requested to have it sent in the U.S. mail so I have a hard copy document for my records. They never sent the monthly Billing Statement. 

On XX/XX/XXXX, I called again as I still havent received Any loan Billing Statements in the U.S. mail. 
I Talked to XXXX XXXX who said it needed to be approved by XXXX XXXX in order to send me copies of my past Billing Statement in the U.S. Mail & if approved Rocket would send it out on XX/XX/XXXX. More excuses. I called again in XXXX & was forward department to department with no personnel helping me. 
I called again XX/XX/XXXX & talked to XXXX XXXX XXXX, XX/XX/XXXX talked to XXXX XXXX XXXX, XX/XX/XXXX talked to XXXX XXXX XXXX who transferred me to XXXX XXXX XXXX ( Client Relations ). Again XXXX XXXX gave me excuses & stated it has to be approved by another department for me to receive my Billing Statements & my 1098 Annual Interest Statement for year XXXX or register & logon to their website to get the documents.

I stated I dont have access to their software & I need hard copies sent to me in the U.S. mail for my records. 

I Did receive only 1 Billing Statement for XX/XX/XXXX - XX/XX/XXXX in the U.S. mail the In XXXX which Rocket approved sending to me after I made several phone calls to them. I never received any other Billing Statements since then. I need Billing Statements from XX/XX/XXXX XX/XX/XXXX & XX/XX/XXXX XX/XX/XXXX plus my 1098 Annual Interest Statement for my records so I can file my XXXX  taxes. 

I exhausted all my energy trying to obtain my Billing Statements & 1098 Annual Interest Statement from Rocket. I need to have it sent by U.S. mail so I have a hard copy document. Im blindly making monthly payments to Rocket & have nothing showing that they are applying those payments to my loan. They arent complying to any of to my requests & Im paying them every month on my loan. Im asking for your help to assist me in getting Rocket Mortgage to comply.

Company response to consumer: Closed with explanation