Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Rocket Mortgage, LLC
State: WI

Complaint narrative:
In XXXX of 2026 I closed on a mortgage that was secured through leader XXXXXX/XX/XXXX in XXXX Illinois. Very shortly thereafter my mortgage was sold to Rocket mortgage which has been nothing short of a nightmare since that occurred. I have had issues with them not being able to process my auto payment through a XXXX account but my biggest problem is I've gone from a mortgage company that provided me with a certificate saying I do not need floodplain insurance and a letter that I signed at the closing table that said I do not need flood insurance to Rocket mortgage demanding that I get flood insurance!? I have spent no less than XXXXXX/XX/XXXX trying to resolve this with Rocket mortgage providing them with the documents that I signed when I secured my mortgage thru Leader XXXX. The burden is now on me to hire a surveyor to get a certificate of elevation and to get a letter of amendment from XXXX which requires a lot of paperwork and a lot of information that I am completely unfamiliar with so I've hired an attorney to assist me. I in the meantime I'm having to secure floodplain insurance on a home that is not in a floodplain which is an expense I was not expecting. it is Criminal that mortgages can be sold to companies that you do not desire to do business with they profit from you they can demand anything they want from you as it relates to this floodplain insanity I have provided them with everything they need to see to prove that I'm not in a floodplain I'm working with XXXX and a surveyor to get additional information I do not feel it is my responsibility to pay for any of the expenses from the insurance to the survey to the attorney out of my pocket.I already paid all the fees I anticipated paying when I applied for the mortgage when I got the appraisal and when I closed on the loan I never signed up for anything additional. What I find doubly interesting when I called my insurance broker XXXX XXXX XXXX XXXX out of XXXX Wisconsin and said I need floodplain insurance for a house that's not in a floodplain can you do that he laughed and said let me guess you have rocket mortgage when I said yes he said so do I and I'm going through the exact same thing and this is not the first he has heard of this suddenly and mysteriously you're in a floodplain. In talking with my original mortgage broker he stated that my XXXX and XX/XX/XXXX acre site has a small corner that's in a floodplain and if Rocket mortgage would do their due diligence and take my site plan survey which I have and overlay it with the XXXX map they would clearly and simply be able to see that my house is nowhere near a floodplain but instead this burden and all of this extra paperwork and expenses is being put on me the consumer with a company I do not want to do business with and it's not like I can pick up my mortgage and take my business elsewhere all businesses should be so lucky to be able to provide no customer service extra burden to the consumer and make as much money as they can out of you.

Company response to consumer: Closed with explanation