Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — An existing modification, forbearance plan, short sale, or other loss mitigation relief
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
SUBJECT : Formal Complaint XXXX XXXX Disaster Payment Deferral Denial Loan # XXXX I am filing this complaint against XXXX XXXX XXXX XXXX XXXX XXXX ) for negligent misrepresentation, deliberate misdirection, and failure to properly process my XXXX XXXX Disaster Payment Deferral request. MY SITUATION : My property was affected by the XXXX XXXX XXXX wildfires, a federally declared disaster. My loan is owned by XXXX XXXX confirmed via the XXXX XXXX loan lookup tool. I completed a natural disaster forbearance and am ready and able to resume regular monthly payments but can not afford a lump sum or repayment plan. I am requesting a Disaster Payment Deferral ( DPD ) that moves all missed forbearance payments to the end of my loan with no change to my monthly payment or loan term. CRITICAL ISSUE # XXXX XXXX XXXX XXXX REPRESENTATIVE CAUSED MY DISQUALIFICATION : On XX/XX/XXXX, immediately after my forbearance ended, I called XXXX XXXX specifically to request the Disaster Payment Deferral. I spoke with representative XXXX XXXX based in Texas. Instead of processing my deferral request, XXXX told me : That many people from California had called for the same reason That I would not need to make any mortgage payments for at least a couple of months That this was a transitional period while XXXX XXXX looked for a solution At no point did XXXX warn me that : Waiting would add additional months to my delinquency The XXXX XXXX Disaster Payment Deferral only covers up to 12 months of missed payments. Any months beyond 12 would disqualify me from the deferral program Because XXXX XXXX told me not to worry and to wait, I now have 15 months of delinquency 3 months beyond the 12-month deferral limit. XXXX XXXX XXXX own representative directly caused my disqualification. Had XXXX properly informed me on XX/XX/XXXX that waiting would push me past the limit, I would have taken immediate action. I was ready and willing to proceed on that date. CRITICAL ISSUE # XXXX XXXX XXXX FALSELY BLAMED XXXX XXXXXXXX FOR THE DENIAL : According to XXXX XXXX 's official Servicing Guide, Section XXXX, Disaster Payment Deferral, and XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX has obtained delegation of authority on behalf of all servicers, which allows the servicer to process a disaster payment deferral without obtaining separate approval. The decision authority rests entirely with the servicer. Despite this, XXXX XXXX representatives repeatedly told me that XXXX XXXX my investor denied my request. This is factually false and directly contradicts XXXX XXXX XXXX own published guidelines. XXXX XXXX holds full delegated authority to approve my deferral. They have been deliberately misleading me about who is responsible for the denial in order to avoid processing my legitimate request. CRITICAL ISSUE # XXXX XXXX XXXX IS REQUIRED TO SOLICIT ME FOR A DEFERRAL : According tXXXX XXXX XXXX 's Servicing Guide, if a servicer is unable to contact a borrower on a disaster-related forbearance plan and the borrower is otherwise eligible, the servicer must solicit the borrower for a disaster payment deferral within 15 days after expiration of the forbearance plan. XXXX XXXX failed to do this and instead repeatedly offered me loan modifications I never requested. I declined the loan modification twice. CRITICAL ISSUE # 4 DENIAL REASON WITHHELD FOR MONTHS : On XX/XX/XXXX, supervisor XXXX disclosed for the first time that I was denied because I allegedly answered 4 questions incorrectly when I first applied. This reason was never communicated to me despite multiple requests for a written explanation over many months. I was never given the opportunity to correct my answers or reapply. CRITICAL ISSUE # XXXX DEFERRAL REQUEST CLOSED WITHOUT MY CONSENT : On XX/XX/XXXX representative XXXX submitted my Disaster Payment Deferral request. On XX/XX/XXXX XXXX XXXX unilaterally closed my case and replaced it with a loan modification offer I never requested and did not consent to. This directly violated XXXX XXXX XXXXs servicing guidelines which require the servicer to evaluate borrowers for deferral before offering modifications. FULL DOCUMENTED HISTORY OF INTERACTIONS : XX/XX/XXXX Spoke with representative XXXX. She confirmed I qualify for a non-interest bearing deferment. She noted I have never done a loan modification, have never defaulted, and have a conventional loan. Deferment limit confirmed at $ XXXX for this property. XX/XX/XXXX Spoke with XXXX. Forbearance extension approved for XXXX property. XX/XX/XXXX Spoke with XXXX. Last forbearance extension approved through XX/XX/XXXX for XXXX property. XX/XX/XXXX Spoke with XXXX XXXX ( Texas ). Called to apply for deferral immediately after forbearance ended. XXXX told me not to worry and that I would not need to pay for a couple of months. He never warned me that waiting would add to my delinquency or push me past the 12-month deferral limit. XX/XX/XXXX Spoke with XXXX. She submitted the Disaster Payment Deferral request for the XXXX property. XX/XX/XXXX I formally requested the deferment plan in writing. XX/XX/XXXXXXXX XXXX XXXX closed my deferral case without my consent and offered a loan modification instead. I rejected the modification as I never requested one. XX/XX/XXXX Spoke with XXXX. She confirmed the XXXX deferment escalation was filed. XX/XX/XXXX Spoke with XXXX ( Texas ). Informed me the case had been denied without any written explanation ever being provided. XX/XX/XXXX Sent certified letter and email to XXXX XXXXXXXX formally requesting the Disaster Payment Deferral. XX/XX/XXXX Called XXXX XXXX Was on hold 30 minutes with no answer. XX/XX/XXXX Spoke with escalation representative XXXX. She promised a callback in 2-3 days. As of XX/XX/XXXX no callback has been received. XX/XX/XXXX Spoke with supervisor XXXX. She attempted to reopen the loan modification offer. She then disclosed for the first time that I was denied because I answered 4 questions incorrectly a reason never previously communicated to me despite multiple requests. KEY ISSUES SUMMARY : XXXX XXXX representative XXXX XXXX gave negligent and misleading advice on XX/XX/XXXX that directly caused my delinquency to grow from XXXX to 15 months XXXX XXXX falsely told me XXXX XXXX denied my request contradicting XXXX XXXX 's own Servicing Guide which confirms servicers hold full delegated authority to approve deferrals XXXX XXXX failed to solicit me for a deferral within 15 days of forbearance expiration as required by XXXX XXXX guidelines My deferral case submitted on XX/XX/XXXX was closed without my consent on XX/XX/XXXX and replaced with an unsolicited loan modification. I was verbally confirmed as eligible by representative XXXX on XX/XX/XXXX yet denied repeatedly without explanation The denial reason was only disclosed on XX/XX/XXXX and I was never given the opportunity to correct or resubmit Escalation representative XXXX promised a callback on XX/XX/XXXX that was never made I have received contradictory information from multiple representatives over more than 14 months On XX/XX/XXXX, after being denied twice with no written explanation, XXXX XXXX representative XXXX ( Texas ) advised me to email the modification department directly to request a review of my case. Following her instructions, I sent two emails the same day to XXXX XXXX for each property. The following day, XX/XX/XXXX, I went to the post office and sent certified mail letters to XXXX XXXX for both properties formally requesting the Disaster Payment Deferral. As of XX/XX/XXXX, XXXX XXXX has not responded to either email or the certified letters. I followed every instruction given to me by XXXX XXXX XXXX own representatives and received no response to any written communication. WHAT I AM REQUESTING : That XXXX XXXX take full responsibility for the 3 additional months of delinquency caused by XXXX XXXX 's misleading advice on XX/XX/XXXX That XXXX XXXX allow me 2 months make payments covering XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to reduce my delinquency to 12 months and qualify me for the deferral. XXXX approval of my XXXX XXXX XXXX XXXX XXXX covering the full forbearance period. The opportunity to correctly answer and resubmit the deferral application questions Written explanation of all prior denials citing specific guidelines That XXXX XXXXXXXX stop offering loan modifications as a substitute for the deferral I am requesting Loan Servicer : XXXX XXXX XXXX XXXX XXXX XXXX XXXX Loan Investor : XXXX XXXX Property Address : XXXX XXXX, XXXX CA, XXXX Loan Number : XXXX Your Name : XXXX XXXX XXXX : XXXX. ( XXXX ) XXXX XXXX

Company response to consumer: Closed with explanation