Consumer complaint received 2026-03-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Payment process
Company: Rocket Mortgage, LLC
State: OH

Complaint narrative:
XXXX XXXX mortgage transitioned to Rocket Mortgage on or about XXXX XXXX XXXX and Rocket both state they are in transition and their accounting and payment systems are not fully functional, between the XXXX entities. XXXX stated Rocket took over the mortgage. Rocket to make the payment, didnt have an account number for the XXXX mortgage contract to pay, on. XXXX gave me an account to pay the XX/XX/year> payment. Rocket said it didnt have an account in which to make the transitioned XXXX mortgage payment for. XXXX gave me an account number, routing number. I called Rocket gave the numbe to Rocket. An officer of Rocket mortgage took the accounting information provided by XXXX and said to pay by check. I set up the same informatioin XXXX provide into my bank XXXX, routing and account number. Did Pay Bill via XXXX on the account on XX/XX/XXXX for the XXXX mortgage contract, to be paid on XXXX XXXX. XXXX made the payment to Rocket. Rocket acknowledged the payment as shown by XXXX, THEN XXXX noted on my checking account that ROCKET returned the money paid on the XXXX the XXXX of XXXX. Rocket stated ; when it received the money it did not know where to place the money to what account, and kept it as an unclaimed file, before returning. Then told me the account I was given by XXXX, was not correct. XXXX or Rocket then gave me another account set up ; to pay. I did that one in XXXX. BUT ROCKET stated I missed the XXXX Payment and noted to the credit bureau I was 30 days late for XXXX. ROCKET refuses to acknowledge ANY of the actions I so explained above as to THEY/Rocket received money! After I paid XXXX on the second account given, I wasnt sure what account I was supposed to be using? I sent a XXXX payment on the original account given, for XX/XX/year>. THIS dollar amount was RETURNED some XXXX days later! I then made the payment on the the secondary account which was accepted. THEN ; Rocket electronically pulled the same payment for XXXX out of the old incorrect ROCKET account on which payment was returned! THus double billing the mortgage payement. Rocket then stated the second pulled payment was applied to XX/XX/year>! I stated I DID NOT authorize a second payment, and it appears to have been pulled from the NON working account I was originally given pay on. Rocket told mE to tell XXXX, to stop the Pending second payment ; and that would correct Rockets XXXX payment, noting XXXX payment accepted ; and XXXX was a future date payment. XXXX disputed the charge. In the meantime I have had a double mortgage payment on the account, which exceeded funds. THEN ROCKET returned their requested processed double payment to my account. However : then Rocket originated ANOTHER payment, same exact amount automatically through I ; m not not sure WHAT Rocket Account. I DELETED the XXXX XXXX XXXX, original WRONG account, and had only the working account ; which has not originated any other payments other than XXXX. XXXX XXXX, I told them Rocket said Stop the Pending Payment! XXXX said it could not and I could dispute it ; but then had to wait for the money to return ; but couldnt guarantee that Rocket would not try to automatically DEDUCT the payment again! So now my account shows XXXX monthly mortgage payments made in less than XXXX weekL! I feel ROCKET is doing this to game the system. Pocket large sums of money, into their system, and collect INTEREST on the amount. TO date with just ME, thats over {$6000.00} dollars being held by Rocket drawing interest! Just XXXX account, I have talked to other XXXXRocket customers, including XXXX at XXXX that has said XXXX/Rocket mortgage transition is a nightmare of over charges. I believe XXXX Service Members are being targeted by ROCKET for these overcharges. In the mean time : ROCKET refused to acknowledge payments recieved for XXXX, and demand that I prove to ROCKET that I had a payment made for XXXX ; but ROCKET will not accept the screen shots of the mortgage payments made on my checking account to ROCKET. Demanding that XXXX must send a LETTER to the effect! Rocket still states I did not Make the XXXX payment and WILL NOT correct the late payment status. I have Screen shots, of XXXX listed ROCKET PAYMENTS, showing the XXXX XXXX payments Rocket has taken, as Well as the ROCKET payment for XX/XX/year> ; which ROCKET said is not evidence to change the report to the credit bureau. The Credit Bureau says the dispute is settled, and will remain as XXXX days late ; and WILL NOT TAKE ANY other evidence other than a written Letter from XXXX SHOWING I made payment, then payment returned, via LETTER not Screen shot of transactions!

Company response to consumer: Closed with explanation