Mortgage -- Trouble during payment process -- Complaint #7735048
Complaint Overview
Complaint ID: 7735048
Company: Rocket Mortgage, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Illinois
ZIP Code: 605XX
Date Received: 2023-10-20T12:00:00-05:00
Date Sent to Company: 2023-10-20T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
On XX/XX/2023, I received an email from Rocket Mortgage stating that a check for my escrow overage for the year had been mailed to me on XX/XX/2023. I had yet to receive the check in the mail, so I called Rocket Mortgage to inform them that I didn't receive a check for the overall on XX/XX/XXXX. After speaking to the representative, I discovered the check was sent, but the mail was returned to them. However, they told me they couldn't release the funds because my account was on a forbearance plan until XX/XX/2023, because of a natural disaster that was declared in XXXX XXXX. I told them the account wasn't in forbearance when the funds were released, and I asked them to resend the funds to me. When they couldn't resolve the problem, they sent me a supervisor who stated that even though they sent out the check, if I had the check, I could cash it, but because they got it back in the mail, they wouldnt resend the check until I pay XXXX mortgage payment. I informed them that I didn't pay the XXXX payment due to the natural XXXX that was declared in XXXX XXXX, which financially impacted me to the point that I asked for a forbearance. She stated that nothing could be done until I made the payment for XXXX ; then, they could resend the check. However, these funds were already sent to me in a check on XX/XX/2023. Once the funds have been released, they shouldn't be able to withhold them from you. In addition, a forbearance is meant to assist your customer during times of hardship ; why would your customer be punished for being a part of this program by withholding funds that are due to them that could assist during their time of distress.
Frequently Asked Questions
What is Complaint #7735048 about?
Complaint #7735048 was filed against Rocket Mortgage, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2023-10-20T12:00:00-05:00.
How did Rocket Mortgage, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Rocket Mortgage, LLC?
Yes, visit the Rocket Mortgage, LLC company profile at readthecomplaint.com/company/rocket-mortgage-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.