Consumer complaint received 2022-08-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: Rocket Mortgage, LLC
State: WV

Complaint narrative:
We applied for mortgage assistance in XX/XX/XXXX through the XXXX  XXXX XXXX XXXX to pay our past due amount to Rocket Mortgage. When we applied we were under the {$15000.00} threshold owed required for approval for the XXXX XXXX XXXX XXXX. ( My husband was hospitalized in the ICU for several weeks due to XXXX and still suffers from long-term side effects. ) When we finally got approved in XX/XX/XXXX we were still under the threshold at {$14000.00} but still qualified. Rocket Mortgage was contacted on XX/XX/XXXX by the XXXX XXXX XXXX XXXX XXXX  to request information needed for them to make the deposit of {$14000.00} to our mortgage account. ( I called Rocket Mortgage today, XX/XX/XXXX, and was the department that handles this did not respond yet as they have many clients to process who qualify for this program. ) Meanwhile, before today, I contacted Rocket Mortgage on XX/XX/XXXX and XX/XX/XXXX while our mortgage was still in forbearance asking for guidance on what to do as this payment hadn't been processed yet. On XX/XX/XXXX Rocket hadn't received anything from the XXXX XXXX XXXX XXXX XXXX XXXX yet and I was told to check back as my forbearance would run out on the end of the month ( XXXX ) and would need to do a workout plan so that we would not move into foreclosure. So I waited until the last possible day, Saturday, XX/XX/XXXX to call back, praying this was all worked out. It wasn't. Rocket told me that we would need to see what type of deferment plan we qualified for so that we would not go into foreclosure. They checked and said that we were approved for a plan to add the money owed to the end of our loan and we need to accept by XX/XX/XXXX. ( What I didn't know when I called XX/XX/XXXX was that Rocket had already received a request to authorize the electronic payment on XX/XX/XXXX and not only didn't respond to accept the payment from XXXX XXXX XXXX XXXX, they said nothing to me about receiving this and lied to me giving me an incorrect amount to pay to keep our past due amount under {$15000.00}. ) Rocket was were eager to set me up with the deferment plan XX/XX/XXXX ( which I found out today,8/03/22, from the XXXX XXXX XXXX XXXX ) will disqualify us from receiving mortgage assistance. I specifically asked the representative from Rocket on XX/XX/XXXX what we owed to keep our mortgage under the {$15000.00} threshold while the payment was pending. I was told we owed {$15.00}, XXXX. So I paid {$100.00} to bring our payment back down below the {$15000.00} mark to still qualify for the program. I SPECIFICALLY asked if this amount included XXXX and what do we owe for XXXX? I was told that there is a grace period after the forbearance period ends in XXXX and that nothing is owed in XXXX and our XXXX payment of {$1300.00} wouldn't be due until XXXX. XXXX, XXXX. I EMPHASIZED that it was imperative that we keep our loan under the {$15000.00} threshold as even though we were approved for funding that if we owe more than {$15000.00} we could potentially be rejected after we have already been approved as payment has not been finalized. Fast forward a couple more days to today, XX/XX/XXXX, when I called Rocket again to see if they had received the funds and was told they received something XX/XX/XXXX but the department that handles that was too busy to respond to the XXXX XXXX XXXX XXXX furthermore, we do owe for XXXX and that the amount we owe is over {$15000.00} as of this date. I said that couldn't be as I had just called on XX/XX/XXXX to make sure we were good on this. I asked if I could pay today XX/XX/XXXX the additional amount over the {$15000.00} and was told NO that I would need to pay the ENTIRE amount past due and they couldn't take partial payments. She said that I was able to make partial payments while I was in forbearance but that ended in XXXX ( three days ago ) and now she couldn't help me. The only thing she offered to do was to email the department who handles communicating with the XXXX XXXX XXXX XXXX XXXX to let them know the situation. THE SITUATIION THAT WAS CREATED BY ROCKET MORTGAGE AS THEY NOT ONLY DIDN'T RESPOND TO THE WV HOMEOWNERS RESCUE PROGRAM FOR PAYMENT, THEY LIED TO ME AND TOLD ME AN INCORRECT AMOUNT TO PAY WHILE WE WERE STILL IN FORBEARANCE. I asked the Rocket representative if she couldn't take my additional payment today ( that I just asked 3 days ago to make & was given an incorrect amount ) could she at least ask her dept. to let the XXXX XXXX XXXX XXXX XXXX know what we owed ( {$14000.00} ) when they sent an email XX/XX/XXXX asking for Rocket to send the funds? The Rocket rep couldn't even offer that to me. Instead she said that she would ask the dept. how they want to handle it and for me to give it a week & call back next Thursday, XXXX XXXX to see what they say. Meanwhile, time is of the essence as we only have until XX/XX/XXXX to accept Rocket 's deferment offer before they start foreclosure action. We are asking the CFPB to please help us with getting Rocket Mortgage to let us make the partial payment to keep our balance owed under {$15000.00} and then communicate the amount we owe is under {$15000.00} with the WV Homeowner 's Rescue Program so we can receive the funds we were approved for?

Company response to consumer: Closed with explanation