Consumer complaint received 2026-04-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Loan estimate or other related disclosures
Company: Rocket Mortgage, LLC
State: OH

Complaint narrative:
Subject : CFPB Complaint UDAAP Violations, Negligent Misrepresentation, and Improper Mortgage Qualification Practices Against : Rocket Mortgage Individuals Involved : XXXX XXXX ( NMLS # XXXX ) XXXX XXXX ( NMLS # XXXX ) - XXXX took it upon himself to delete our loan application without our permission or consent and refuses to provide a loan application number to reference in this complaint. To Whom It May Concern, I am submitting this formal complaint against Rocket Mortgage regarding the handling of my mortgage application and the conduct of its representatives, XXXX XXXX ( NMLS # XXXX ) and XXXX XXXX ( NMLS # XXXX ). My spouse and I provided Rocket Mortgage with extensive, highly sensitive personal and financial information, including complete tax returns and supporting documentation, with the reasonable expectation that such information would be evaluated by competent, licensed professionals in accordance with established underwriting standards and applicable federal regulations. Instead, our experience reflects what appears to constitute negligent misrepresentation, failure to adhere to standard underwriting practices, and potential violations of federal consumer protection laws, including the prohibition against Unfair, Deceptive, or Abusive Acts or Practices ( UDAAP ) under the Dodd-Frank Act ( 12 U.S.C. 5531 ). XXXX XXXX of XXXX Qualification We were explicitly informed by XXXX XXXX, via written text message, that our qualifying income was approximately {$75000.00} annually. This figure is materially inaccurate and unsupported by the financial documentation provided. This calculation failed to incorporate standard and widely accepted underwriting adjustments, including but not limited to : Section 179 depreciation add-backs Rental income streams Mortgage interest considerations These are fundamental components of income analysis under Fannie Mae and XXXX XXXX underwriting guidelines, and the failure to properly account for them reflects either a lack of professional competence or a failure to exercise reasonable care in the evaluation process. Documented Inconsistency and Deceptive Conduct Of significant concern is the inconsistency in XXXX XXXX representations : XXXX XXXX affirmatively stated in writing ( via text message ) that {$75000.00} was the income used to qualify us. During a subsequent phone conversationafter we identified clear omissions in the analysisMr. XXXX denied making this statement, despite the existence of written evidence confirming it. This contradiction constitutes materially inconsistent and misleading communication, raising serious concerns regarding : The accuracy and reliability of information provided to consumers The transparency and integrity of the loan qualification process Potential deceptive practices under UDAAP standards, where a representation is likely to mislead a reasonable consumer and is material to the consumers decision-making We retain written documentation supporting these statements and are prepared to provide it upon request. Violation of UDAAP Standards ( 12 U.S.C. 5531 ) The conduct described herein may constitute : Deceptive Acts or Practices : Providing materially inaccurate income calculations and subsequently denying prior representations is likely to mislead a reasonable consumer and directly impacts loan eligibility and financial decision-making. Unfair Acts or Practices : Failing to properly evaluate financial documentation using standard underwriting practices, while collecting and relying upon sensitive consumer information, creates substantial injury to the consumer that is not reasonably avoidable. Abusive Acts or Practices : Taking advantage of a consumers reasonable reliance on the lenders expertise in interpreting complex financial and tax information, while failing to exercise appropriate professional competence. Demonstrated Industry Discrepancy We have obtained loan approvals and underwriting evaluations from multiple independent lenders, all operating under the same federal and agency guidelines, who reviewed the identical financial documentation and consistently calculated our income at nearly XXXX times the amount determined by Rocket Mortgage. These lenders were able to : Accurately interpret tax returns Apply standard add-backs and adjustments Offer loan products consistent with our true financial profile This uniformity across multiple institutions strongly indicates that the issue lies not with our financials, but with the deficient analysis performed by Rocket Mortgage personnel. Documented Consumer Harm and Damages As a direct and proximate result of Rocket Mortgages actions, we have suffered measurable damages, including but not limited to : Misqualification for loan products, resulting in materially inferior financing options being presented Loss of access to competitive interest rates and loan structures Delays and disruption in a time-sensitive real estate transaction Increased financial risk, including potential loss of contractual opportunities Reliance damages XXXX based on inaccurate information provided during the qualification process These damages were directly caused by inaccurate and negligent income analysis, which materially affected our ability to make informed financial decisions. Regulatory and Compliance Concerns This matter raises serious concerns regarding : The competency and training of licensed mortgage originators The adequacy of supervisory oversight within Rocket Mortgage Compliance with federal consumer protection standards, including UDAAP Whether Rocket Mortgage is maintaining reasonable procedures to ensure accurate borrower qualification assessments Requested Resolution We respectfully request that Rocket Mortgage and the appropriate regulatory authorities : Conduct a formal investigation into this matter and the conduct of the individuals involved Provide a written explanation detailing how the {$75000.00} income figure was calculated Confirm whether the analysis complied with XXXX XXXX XXXX underwriting guidelines Review and address any deficiencies in training, supervision, and internal controls Provide appropriate remediation for the financial harm and damages incurred We believe consumers are entitled to accurate, transparent, and professionally competent financial evaluations, particularly when entrusting lenders with highly sensitive financial information. The conduct described above falls materially short of those standards and warrants immediate regulatory review. We appreciate your prompt attention to this matter and request a timely response.

Company response to consumer: Closed with explanation