Consumer complaint received 2025-12-30 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
I entered a Flex Modification program with my mortgage servicer in XXXX and made payments based on the amounts provided to me by the servicers representatives. Earlier in XXXX, I previously attempted a Flex Modification and was denied because a payment was made too early in one month, despite relying on the servicers instructions and acting in good faith. I applied again and was accepted for the Flex Modification. 

On the later Flex Modification, after the trial period, I contacted the servicer to confirm the amount required to complete the modification, as I was instructed that a payment made by phone was required to finalize the modification after my completed trial period. During the end of this latter trial period, I was also awaiting the final modification documents to arrive by mail. I received those documents and returned them within the required timeframe. 

I relied on the specific payment figure provided to me by the servicers representative and made that payment in good faith. 

After the payment was processed, I was informed that the amount quoted to me by the servicer was incorrect and that I was short by approximately {$40.00}. As a result of this discrepancy, the Flex Modification was not finalized and my loan proceeded toward foreclosure. 

My payment history reflects multiple payment amounts during the trial and modification period, including full monthly payments of approximately {$2300.00}, reduced trial payments of approximately {$1800.00}, and unapplied funds. Notably, on or about XX/XX/XXXX, a payment of approximately {$1900.00} was held as unapplied funds on my account rather than applied to principal, interest, or escrow MRC-PaymentActivityXXXX. The presence of unapplied funds and inconsistent payment handling created confusion, and I relied on the servicers instructions regarding the correct amount required to complete the modification. 

Upon learning of the alleged shortfall, I immediately contacted the servicer to cure the issue and re-enter loss mitigation. During my most recent call today XX/XX/XXXX, I was informed that the request from early XXXX would be rejected because the review period would extend beyond the scheduled foreclosure date of XX/XX/XXXX, despite the timing issue being caused by the servicers misquoted payment amount and handling of payments. I was told verbally that my modification was in the process of being denied, even though my account continues to reflect that it is under underwriting review. I would not have been aware of this status change had I not contacted the servicer. To date, I have not received any written notice, emails, requests for additional documentation, or phone calls informing me of a pending denial or providing an opportunity to address the issue. 

Although the servicer claims attempts were made to contact me after the payment, at no point was I clearly informed that the amount previously quoted to me was incorrect or that additional funds were required to complete the modification. I had no reason to believe further action was required after making the payment I was instructed to make. 

I am now facing foreclosure as a direct result of servicer error after making consistent payments in good faith. I am requesting immediate supervisory review, correction of the loss mitigation determination under servicer error, proper application of all payments and unapplied funds, and an immediate foreclosure hold while this matter is reviewed

Company response to consumer: Closed with explanation