Consumer complaint received 2026-02-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Fees or costs during the application process
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
CFPB Complaint Draft I am submitting this complaint regarding my recent interactions with Rocket Mortgage related to both mortgage refinance recommendations and the handling of my PMI removal request.

1. Questionable Refinance Recommendation During Financial Hardship While experiencing financial hardship, I contacted Rocket Mortgage to inquire about options to reduce my monthly mortgage payment. The primary solution presented to me was a refinance into an adjustable-rate mortgage ( ARM ). 
The proposed refinance would : Temporarily reduce my monthly payment by approximately 10 % Require approximately {$10000.00} in closing costs Add an estimated {$200000.00} in additional interest over the life of the loan Reset my mortgage term At no point during this process did the representative meaningfully inquire about my long-term plans for the property, such as whether I intended to sell or remain in the home long terminformation that is highly relevant when recommending an ARM product. 
Given the significant long-term cost increase and risk exposure after the initial rate period, I am concerned that the recommendation prioritized loan origination over suitability for my financial situation. From my perspective, the product presented would materially worsen my long-term financial position despite my stated goal of payment relief. 
2. PMI Removal Delays Broker Availability Issue I also experienced significant delays in my PMI removal process that appear to stem from Rocket Mortgages vendor management. 
My understanding is that the XXXX XXXX XXXX ( XXXX ) could not be completed because Rocket Mortgage selected a single broker in my area who had very limited availability and did not offer weekend appointments. Given the large number of qualified real estate professionals in Florida, I believe this vendor limitation was within Rocket Mortgages control and unnecessarily delayed my PMI review.

Had I been allowed to select from available local brokersor had Rocket Mortgage reassigned the order soonerthe valuation likely could have been completed in XX/XX/year> when I first requested PMI removal. 
3. Lack of Clear Communication Regarding PMI Eligibility Regarding the timing of my request, I did not pursue PMI removal earlier because I was not aware it was available. Rocket Mortgages servicing portal reflected an estimated home value that appeared to show well over 20 % equity, yet I continued being charged PMI. 
Despite receiving frequent marketing communications from Rocket Mortgage, I did not receive clear, proactive information explaining : How to request PMI removal When I might become eligible What steps were required This lack of transparency contributed to my delayed request. 
4. Requested Resolution I am seeking : A fair and timely path to PMI removal Review of the refinance recommendation practices described above Consideration of an interest-rate adjustment or other meaningful payment relief options that do not materially worsen my long-term loan costs I request that Rocket Mortgage provide a good-faith resolution and that the CFPB review these practices for fairness and consumer protection concerns. 
Supporting documentation is attached. 
Thanks, XXXX XXXX

Company response to consumer: Closed with explanation