Consumer complaint received 2026-03-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Rocket Mortgage, LLC
State: MA

Complaint narrative:
I am submitting this formal complaint regarding serious inconsistencies, lack of transparency, and potentially misleading representations made in connection with my mortgage account with Rocket Mortgage , LLC ( previously serviced by Mr. Cooper ), for the property located at : XXXX. Timeline and Nature of My Request On XX/XX/XXXX, I submitted an application for mortgage assistance due to a temporary medical hardship. Important clarification : I was not requesting : A loan modification A deed-in-lieu A short sale My arrears were relatively small ( approximately {$5900.00} based on my XXXX statement ), and my intent was only to explore the possibility of short-term repayment arrangements in installments. I did not seek to alter the terms of my loan or relinquish my property. On that same date, I received a notice indicating that a XXXX XXXX XXXX ( XXXX ) review process would be conducted and that no further action was required from me. I would like to clarify that the delinquency on my account is not the result of irresponsibility or unwillingness to meet my obligations. I have been managing a serious medical condition for several years, which has at times prevented me from working consistently. During this period, my daughterwho previously contributed to the householdenlisted in the XXXX XXXX in XX/XX/XXXX, further impacting my financial stability. Despite these challenges, I have remained fully committed to maintaining my home, which is my primary residence and source of stability. I have never refinanced or extracted equity from this property, as my intention has always been to preserve it as my long-term residence. I am now experiencing a positive development in my medical care, having recently received a diagnosis and a potential treatment plan, which I am hopeful will allow me to stabilize my health and income moving forward. XXXX. Mischaracterization of My Application In the response dated XX/XX/XXXX, I was evaluated for multiple loss mitigation options, including : Modification ( declined ) Deed in Lieu ( approved ) Short Sale ( approved ) This evaluation does not reflect my request. Additionally : The letter references a review of my income for modification purposes However, I was never asked to provide income documentation at any point This raises serious concerns regarding the accuracy and validity of the evaluation process. Additionally, the property has substantial equity ( approximately {$400000.00} ), which is reflected in the servicers own records. Given this, I am concerned that my request for a simple repayment arrangement for a relatively small arrearage was not meaningfully considered, while non-retention options such as a deed in lieu or short sale were presented. XXXX. Reinstatement Definition and Lack of Fee Disclosure The XX/XX/XXXX letter defines reinstatement as : A reinstatement is a single lump-sum payment to bring the mortgage current by paying all past due amounts, including amounts paid on a borrowers behalf It further instructs : To reinstate your mortgage, please refer to your Monthly Billing Statement. At no point does this letter : Mention attorney fees Disclose legal costs Indicate that reinstatement includes foreclosure-related fees The phrase amounts paid on a borrowers behalf reasonably refers to escrow advances ( such as taxes ) and does not clearly disclose legal fees. XXXX. Conflicting Amounts and Accounting Discrepancies There are multiple conflicting balances across the servicers own documents : Unapplied Funds Letter ( XX/XX/XXXX ) : Total due : {$8400.00} Unapplied funds : {$1600.00} - Based on those figures, the adjusted balance would be approximately {$6800.00}. XXXX XXXX ( XX/XX/XXXX ) : Total amount due : {$7000.00} These figures do not reconcile. There has been : No explanation of these discrepancies No itemization of charges No disclosure of any legal or third-party fees This prevents me from determining the actual amount required to reinstate my loan. XXXX. Prior Experience with Inflated Legal Fees I raise this concern based on prior experience where an arrearage of approximately {$8000.00} resulted in more than {$22000.00} in attorney fees. This type of escalation effectively eliminates a borrowers ability to cure a default. It is deeply concerning when foreclosure is advanced under the premise of delinquency, while in practice the barrier to reinstatement becomes excessive and undisclosed legal fees that far exceed the actual arrears. XXXX. Misrepresentation of Foreclosure Status On XX/XX/XXXX at approximately XXXXXXXX XXXX I received a phone call from a representative of the servicer and was told that my home was already in foreclosure and that I could not make any payment until attorney fees were added. However : As of today, XX/XX/XXXX at approximately XXXXXXXX XXXX, I conducted a search of the XXXX XXXX XXXX of Deeds, and : No foreclosure affidavit has been filed No notice of sale has been recorded No foreclosure-related filings exist This statement appears to be false or misleading and caused significant concern. XXXX. Regulatory Concerns Based on the above, I respectfully request investigation into the following : Failure to clearly disclose all fees, including legal fees Conflicting and inconsistent reinstatement amounts Evaluation for programs not requested by the borrower Lack of income documentation despite references to income review Misrepresentation of foreclosure status Potential unfair or deceptive servicing practices I am ready and willing to immediately cure the default based on the servicers own documented amounts ; however, I am being prevented from doing so due to the introduction of undisclosed and unverified charges, creating an imminent risk of unnecessary escalation. XXXX. Requested Regulatory Action I respectfully request that the CFPB review this matter and take appropriate action to ensure that I am provided a fair and lawful opportunity to cure the default on my mortgage. Specifically, I request that the CFPB ensure that : 1. I am allowed to reinstate my mortgage based on the amount reflected in the servicers most recent Monthly Billing Statement dated XX/XX/XXXX, in the amount of {$7000.00}. XXXX. The unapplied funds in the amount of {$1600.00} are properly credited toward my account. XXXX. The servicer is not permitted to refuse or delay acceptance of payment based on anticipated or undisclosed charges. XXXX. The servicer is not permitted to impose retroactive or undisclosed fees, including attorney fees, where no such fees have been documented or disclosed in writing. XXXX. I am provided a clear and immediate path to submit payment and bring my loan current without being subjected to inconsistent or shifting payoff figures. Thank you for your attention to this urgent matter.

Company response to consumer: Closed with explanation