Consumer complaint received 2026-04-30 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Rocket Mortgage, LLC
State: IN

Complaint narrative:
Subject : Mortgage Servicer Rocket Mortgage Misapplied Payments, Unauthorized Auto-Pay Enrollment, False Delinquency Status I am submitting a complaint regarding the handling of my mortgage account after the servicing transfer from XXXX XXXX to Rocket Mortgage. When my mortgage was transferred, Rocket Mortgages online system had widespread login/access issues that prevented me and many customers from accessing accounts properly. Once I was finally able to gain access, I made my mortgage payment. Without my authorization or consent, Rocket Mortgage enrolled my account in automatic payments. As a result, my mortgage payment was withdrawn twice for two separate months. This caused duplicate mortgage payments to be taken from my bank account. After I contacted Rocket Mortgage to complain, they acknowledged the issue and refunded the duplicate payment. However, the matter has now escalated into a more serious problem. I made my XXXX mortgage payment on XX/XX/XXXX, and the payment was successfully deducted from my bank account. Despite this, Rocket Mortgage is now claiming they never received the payment and is stating that the payment was reversed. My bank has confirmed the following : * The payment was successfully withdrawn from my account * No reversal was initiated by my bank * No returned payment occurred * The funds left my account as payment to Rocket Mortgage Rocket Mortgage has provided no valid evidence of any reversal other than an internal notation in their portal. They continue to claim I owe XXXX payment even though the funds were withdrawn from my bank account. As a result : * They are attempting to collect XXXX mortgage payment a second time * They are showing my account as past due/delinquent * They are refusing to properly apply my valid payment * They are creating risk of damage to my credit history despite my perfect payment history * They are causing significant stress and financial uncertainty I have never missed a mortgage payment and have never had a late payment. I am prepared to make my XXXX payment, but Rocket Mortgage is attempting to apply any future payment toward a fabricated XXXX delinquency rather than correcting their accounting error. It appears Rocket Mortgage accepted funds from my bank account and is now attempting to deny receipt of those funds. Requested Resolution : 1. Immediate investigation and full accounting of my XX/XX/XXXX payment 2. Proper crediting of my XXXX mortgage payment 3. Removal of any delinquency or past due status 4. Assurance that no negative credit reporting occurs 5. Written explanation of where the withdrawn funds were applied 6. Confirmation that no unauthorized automatic payments remain active on my account 7. Compensation/refund of any fees or damages caused by this error I have already provided bank statements showing the payment cleared my account, yet Rocket Mortgage continues to ignore this evidence. This matter needs urgent correction. I am also concerned this inaccurate delinquency may be reported to credit bureaus, which would constitute serious harm based on servicing errors.

Company response to consumer: Closed with explanation