Consumer complaint received 2026-04-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Paying off the loan
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
Date : XX/XX/XXXX Your name : XXXX XXXX Address : XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX Phone : XXXX Email : XXXX Loan number : XXXX Property address : XXXX XXXX XXXXXXXX XXXX XXXX, XXXX XXXX XXXX XXXX ) Summary of complaint In XX/XX/XXXX I received an inheritance and began using those funds to pay off my mortgage. Payments were made as the funds became available over three months. The inheritance payments, as well as my regular payments occurred as follows : XX/XX/XXXX {$950.00} ( Rocket Mortgage Automatic deduction ) XX/XX/XXXX {$17000.00} ( Electronic bill pay from my XXXX XXXX XXXXXXXX account ) XX/XX/XXXX {$950.00} ( Rocket Mortgage Automatic deduction ) XX/XX/XXXX {$18000.00} ( Electronic bill pay from my XXXX XXXX XXXXXXXX account ) XX/XX/XXXX {$950.00} ( Rocket Mortgage Automatic deduction ) XX/XX/XXXX {$950.00} ( Rocket Mortgage Automatic deduction ) XX/XX/XXXX {$16000.00} ( Electronic bill pay from my XXXX XXXX XXXXXXXX account ) XX/XX/XXXX {$950.00} ( Rocket Mortgage Automatic deduction ) XX/XX/XXXX {$70000.00} ( Check drafted by XXXX XXXX XXXXXXXX from my XXXX XXXX XXXX account ) * XX/XX/XXXX {$60000.00} ( Check drafted by XXXX XXXX XXXX from my XXXX XXXX XXXXXXXX account ) * XX/XX/XXXX {$950.00} ( Rocket Mortgage Automatic deduction ) XX/XX/XXXX {$950.00} ( Rocket Mortgage Automatic deduction ) XX/XX/XXXX {$25000.00} ( Electronic withdrawn from my XXXX XXXX XXXX account ) XX/XX/XXXX {$20000.00} ( Electronic withdrawn from my XXXX XXXX XXXX account ) The total amount of these payments is {$230000.00}. My XXXX Rocket Mortgage billing statement indicates my principle balance was {$210000.00}. * Note, XXXX XXXX XXXX stated Rocket Mortgage did not accept electronic payments above a certain dollar amount, so they converted my electronic bill payment request to paper checks. For all these payments, I reached out to Rocket Mortgage to request they be applied to principle. This is how Rocket Mortgages records show these payments XX/XX/XXXX : {$950.00} ( regular payment ) XX/XX/XXXX : {$1900.00} ( regular payment ) {$15000.00} ( applied to principal ) XX/XX/XXXX : {$950.00} ( regular payment ) XX/XX/XXXX : {$1900.00} ( regular payment ) {$16000.00} ( applied to principal ) XX/XX/XXXX : {$950.00} ( regular payment ) XX/XX/XXXX : {$950.00} ( regular payment ) XX/XX/XXXX : {$1900.00} ( regular payment ) {$14000.00} ( applied to principal ) XX/XX/XXXX : {$950.00} ( regular payment ) XX/XX/XXXX : {$1900.00} ( regular payment ) {$1900.00} ( regular payment ) {$1900.00} ( regular payment ) {$64000.00} ( regular payment ) XX/XX/XXXX : {$65000.00} ( regular payment ) XX/XX/XXXX : {$99000.00} ( regular payment ) {$25000.00} ( regular payment ) XX/XX/XXXX : {$950.00} ( regular payment ) {$99000.00} ( regular payment ) {$99000.00} ( regular payment ) {$51000.00} ( regular payment ) XXXX ( Unapplied Funds Payment Reversal ) - {$99000.00} ( Unapplied Funds Payment Reversal ) - {$99000.00} ( Unapplied Funds Payment Reversal ) XXXX ( Unapplied Funds Payment Reversal ) - {$25000.00} ( Unapplied Funds Payment Reversal ) - {$65000.00} ( Unapplied Funds Payment Reversal ) - {$64000.00} ( Unapplied Funds Payment Reversal ) - {$1900.00} ( Misapplication Reversal ) - {$1900.00} ( Misapplication Reversal ) - {$1900.00} ( Misapplication Reversal ) {$70000.00} Principal Only {$1900.00} ( regular payment ) {$1900.00} ( regular payment ) {$99000.00} ( regular payment ) {$26000.00} ( regular payment ) - {$26000.00} ( Unapplied Funds Payment Reversal ) $ XXXX ( Unapplied Funds Payment Reversal ) XX/XX/XXXX : {$1900.00} ( regular payment ) {$56000.00} ( regular payment ) XX/XX/XXXX : - {$56000.00} ( Unapplied Funds Payment Reversal ) {$56000.00} ( Principle Only ) XX/XX/XXXX : {$950.00} ( regular payment XX/XX/XXXX : {$1900.00} ( regular payment ) {$23000.00} ( regular payment ) XX/XX/XXXX : {$24000.00} ( regular payment ) I called twice in the last two weeks. The most recent phone conversation occurred with a Representative named XXXX who confirmed all my payments have been applied correctly to principle. What she sees on her side corresponds with what I see when I log into my account. For Clarification, I requested a payoff statement. The pay off statement said I need to send them and additional wire or send a certified check for {$12000.00}. I feel there is something built into their systems that is causing payments not to be applied correctly. Which results in an unfair enrichment to Rocket Mortgage. This probably is not noticeable with the typical occasional extra payment. But when multiple large payments are made over time, the money does not get applied correctly. In this case it results in an obvious fund misapplication process.

Company response to consumer: Closed with explanation