Consumer complaint received 2026-05-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Fees or costs after closing
Company: Rocket Mortgage, LLC
State: MN

Complaint narrative:
The complaint already submitted from XX/XX/XXXX is attached below the reason for today 's new complaint. New information : On XX/XX/XXXX, I called to start the Loan Assumption process. During this phone call, I asked, " How much is this process going to cost me? '' The Rocket Mortgage employee told me, " I don't know exactly, but no more than {$1800.00}. '' Given that this dismal process has already taken so long, I have been able to budget and save all XXXX of those dollars. I have received my estimated Closing Costs today, a staggering- {$8500.00}. Certainly a far cry from what I was originally quoted. On XX/XX/XXXX, I was sent Closing Cost Estimates via the current assigned Senior Support Banker for Rocket Mortgage, XXXX XXXXXXXX XXXX XXXX ( XXXX ) XXXX, XXXX ( XXXX ) XXXX, NMLS # XXXX ), stating that closing costs are expected to be around {$3700.00} ( {$1800.00} - Loan Costs ( processing fee and title work ) + {$1900.00} Transfer Taxes & Other Govt Fees ). Again, a far cry from the {$1800.00} I have budgeted and certainly further cry than what is being more firmly quoted to me here today ( {$8500.00} ). This process has been a disaster from the beginning. Please see the response to my original complaint that Rocket Mortgage acknowledges that they were incorrect in their denials of my previous Loan Assumptions and that the things they claimed were the reasons were, in fact, already included for their review. Clearly, the business practices through this company are disorganized, at best, but the more I continue in this process, I feel they are unethical and misleading to the customer. Original Complaint : I began the Loan Assumption process as dictated by the XXXX XXXX. The process was started on XX/XX/XXXX. The paperwork was to be emailed to me, but it was mailed instead. I didn't receive it for 8 days. I filed the paperwork and communicated with the Manager at Rocket Mortgage, XXXX XXXX ( XXXX ). After some back and forth, XXXX XXXX confirmed on XX/XX/XXXX, that she had received all of my paperwork appropriately. Weeks pass with no updates, I email XXXX asking for updates, with questions about the process- things I will need down the line, etc. No response. I got a letter in the mail that states the request was denied because the decree doesn't clearly state that the home was awarded to me. It very clearly does state that- Item XXXX, XXXX XXXX. But the whole thing was denied. This leaves me to start over completely. So I did. I received a call from XXXX at Rocket Mortgage on XX/XX/XXXX. I was at XXXX XXXX appt, so I asked that she call me back tomorrow ( XX/XX/XXXX ), to which she agreed to do. No call back from her until XX/XX/XXXX. In the meantime, I called on XX/XX/XXXX, looking for an update. I sat on hold for a significant amount of time. The call ended with the promise that a Manager would call me back that same day. That did not happen. I emailed XXXX XXXX daily after this, stating that I needed a call back ASAP. XX/XX/XXXX, XXXX with Rocket Mortgage called me back. XXXX explains that now they have the Decree, but that the signatures on the Decree are not there. When I open the PDF that was sent to XXXX XXXX, I can see the signatures of the Judge, myself, my ex, and the court administrator. It is not something that would just disappear in transit over email. After much back and forth with XXXX, it was decided that it would be best to escalate my concerns to the " XXXX Department ''. XXXX explained my situation to them, then transferred me. The female in said department ( whose name starts with XXXX ), answered my call and then promptly hung up on me. No call back to me. I emailed XXXX XXXX again ( please understand XXXX XXXX is the ONLY email contact I have to reach any one specific person back again ), asked for a call back as Escalations hung up on me. No response. I have a court-imposed deadline for this task to be completed, and I have not waited until the last minute, as I still have a few months before this deadline. Which is why I remain proactive and try to ensure I get good customer service from Rocket Mortgage, and up until now, I have not been getting that! I will be homeless soon, and it will be because this company refuses to effectively participate with me, be transparent and communicative, or be helpful in anyway.

Company response to consumer: Closed with explanation