Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 30 Rocket Loans received my payoff balance. I waited for i to post. Nothing I called February they opened a ticket and found the check. Great now over a 1000 bucks was withdrawn to make payments on something the were holding the check for. so, I call to get a tracking number for my overpayment that is sent snail mail...oh we don't do that. They have been sitting on this since Jan 30. Still no refund...I want interest payments on this too. They do not take this seriously

  

  Business Response

  Date: 03/03/2025

  Thank you for contacting Rocket Loans. We have thoroughly reviewed your complaint. We welcome the opportunity to respond to your concerns and further apologize for any inconvenience caused.

  
  Rocket Loans received your check on January 30, 2025, and, although it did not reference your loan number, we were shortly thereafter able to confirm that we received the check paying off your loan balance and further noted there was an overpayment made. The payoff of your loan was effective as of January 30, 2025, the date your check was received, to compensate for any interest that would have otherwise accrued between January 30, 2025 and February 7, 2025. On February 18, 2025, Rocket Loans issued the check covering your $1,012.30 overpayment and communicated to you that the check would be sent via mail and receipt could be expected within 14 business days. Therefore, the reasonable expectation for receipt of your check is on or before March 10, 2025. The check reimbursing you for your overpayment was dated January 30, 2025 to align with your loan payoff date. On February 21, 2025, an addendum to your Promissory Note confirming that your loan has been paid in full was created and is reflected in your Rocket Loans dashboard.

  
  We recognize your frustrations and want to assure you that we take your concerns very seriously. Our goal is to provide excellent customer service to every client, and your feedback helps us improve and reach that standard.
  If you have any questions or additional concerns, or in the event you do not receive your check, please contact Rocket Loans directly at ************** or by email at ************************************* We are available Monday Friday,9:00 AM ET 7:00 PM ET and Saturday, 9:00 AM ET 6:00 PM ET.

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I obtained a loan with Rocket Loans, on August ******* the loan was paid in full and also had an overpayment of over$100.00. On August 20 the payment for the loan was drafted from my bank account even though there was a zero balance owed on the loan. I contacted Rocket loans on August 27 concerning the overpayments. I was told it would take 5 weeks for the overpayments to be sent to me. Upon asking for management was told no one was available

  

  Business Response

  Date: 09/04/2024

  Thank you for reaching out to Rocket Loans. We have reviewed your complaint and welcome the opportunity to respond to your concerns.
  
  Your loan repayment method was designated as autopay for *** payments to be withdrawn to satisfy your monthly loan payment on the 20th of every month from your designated bank account until the maturity date of your loan, which is referenced in your Promissory Note executed on October 20, 2023. The check you mailed to pay off your personal loan with Rocket Loans was received on August 16, 2024 and processed on August 19, 2024, which is why you may see on your Rocket Loans dashboard that the payment was applied for August 16, 2024. Your monthly *** payment began processing on August 19, 2024 (to be withdrawn on August 20, 2024)before the check was processed, and we were unable to stop the *** payment from being withdrawn as it was already in process.
  
  We further note that your complaint references that you asked for management and were advised that no one was available. Our team escalated the issue internally with urgency for feedback from Rocket Loans leadership within 1 to 2 business days, which was explained during a call with you on August 27, 2024. On August 28, 2024, Rocket Loans leadership reviewed the issue and ensured your refund check would be mailed out at the earliest opportunity.
  
  We understand your frustration regarding your refund. Please be assured that Rocket Loans aims to provide the best customer experience possible. Our team advised you that a refund check for both overpayments was mailed on August 28, 2024 and that it may take up to 10 business days to be received to your mailing address.
  
  If you have any additional questions or concerns, please contact Rocket Loans directly by calling us at ************** or emailing us at ************************************* We are available Monday Friday 9:00AM ET to 7:00PM ET and Saturday 9:00AM ET to 6:00PM ET.

• Initial Complaint

  Date:08/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has been harassing me with spam calls. I called to have my number removed from their call list, as I don't owe them anything and had never heard of them. The woman who took my call refused to help me and basically told me that they will persist as someone else who had this number put it in their system. I asked her to escalated the call. She refused, continuing to repeat herself. I want my number removed.

  

  Business Response

  Date: 08/09/2024

  Thank you for reaching out to Rocket Loans. We are sorry to hear you are having a bad experience; however, upon review of our records, we have confirmed that you have not submitted an inquiry with Rocket Loans for an unsecured personal loan, and we have no record of calling you at the phone number included in the Complaint Information, or based on your last name or email address.
  
  If you have any questions, please contact Rocket Loans at ************** or by email at *********************************** We are available Monday-Friday 9:00AM ET - 7:00 PM ET and Saturday 9:00 AM ET- 6:00 PM ET.

• Initial Complaint

  Date:03/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I have had this account with ******************** and paid over half the account with no late payments. On January 4 I fainted hit my head and found out I needed emergency surgery. Stayed in the hospital for two wks because of complications. Went home and three days later couldnt breathe had to get hospitalized again because of ***** and stayed 6 days. I was placed on pain medication that made me drowsy. Moving forward Im back at work and yesterday noticed a late payment from rocket loans appear on my credit report. I was set up for automatic withdrawal so I had no idea that the payment was past due. Today I reached out to see if I could get assistance with getting the late payment removed and I could send documentation on my hospital stay but I was not given any help from customer service. I would just like to find out if there is anyone in the company that could assist with this situation. This has caused additional hardship because I was in the process of purchasing a house

  

  Business Response

  Date: 03/15/2024

  Thank you for reaching out to Rocket Loans. We have reviewed your complaint and welcome the opportunity to respond to your concerns.
  
  We are sympathetic to your situation and are sorry to hear about your hospitalization. As of March 14, 2024, we have waived the January 2024 and February 2024 late fees as a courtesy with regard to your situation.
  
  After reviewing your account, ********************** confirms that the information furnished to consumer reporting agencies is accurate. We are required by law to accurately report repayment history. This is our obligation as a responsible lender to ensure other creditors have accurate information to base their lending decisions on. We would, however, be happy to write a letter addressed to you that can be provided to your new mortgage creditor which explains your payment history and confirms that you have made a payment to bring your account current. Your mortgage lender may or may not agree with the reasons for missing payments, but we would be happy to confirm with them that an attempt is being made to bring the account current. Please reach out to us directly if you would like us to provide such a letter.
  
  There is a payment scheduled to withdraw from your account on March 14, 2024, in the amount of $885.34, which, if successful, will bring your account to current. This payment would satisfy your January 2024 and February 2024 monthly installments. Automatic payments will resume on March 28,2024, if the March 14, 2024, payment is successful. This payment may take up to 3 business days to clear. Please refer to your Rocket Loans Dashboard to review your amortization schedule. 
  
  If for any reason you wish to discuss other possible repayment options or if you have any additional questions or need additional information, please contact Rocket Loans directly at **************,Monday-Friday 9:00AM ET - 7:00 PM ET; Saturday 9:00 AM ET- 6:00 PM ET. 

• Initial Complaint

  Date:01/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On and for the record, ROCKET LOANS is GUILTY of SECURITIES FRAUD. I Loaned ROCKET LOANS a Security (the signed application/security for my line of credit) which ROCKET LOANS deposited with their indenture Trustee and turned into cash to fund my line of credit. ROCKET LOANS then created False and Misleading documents that insulate that I, the consumer who extended the credit, owes the ROCKET LOANS. ROCKET LOANS FAILED to notify me that I am legally *********** 80 percent of the proceeds attached to the security I loaned them which constitutes unauthorized use according to 15 usc ****. ROCKET LOANS also failed to report any of their securities transactions attached to our original contract done on the secondary market / stock exchange to the *** which is evidence of TAX EVASION which I intend to report as a whistleblower via *** Form 3949A. On and for the record, ROCKET LOANS is guilty of IDENTITY THEFT due to the fact that they used my identifying information to commit fraud by reporting their account to my credit report without my express prior consent in accordance with 15 USC **** et al. **** The full balance owed to ROCKET LOANS has already been tendered to a 0 balance via a EFT check which ROCKET LOANS received July 23, 2023 as evidenced by certified mail number **** **** **** **** 4889.Per the Federal Credit Reporting Act as a federally protected consumer, per 15 USC **** I am now OPTING OUT of ANY AND ALL Authorization I, gave to ROCKET LOANS written/unwritten, verbal/non verbal to report my nonpublic personal information. ROCKET LOANS is in violation of the Privacy Act of **** as well as 12 CFR ******* ROCKET LOANS is guilty of Securities Fraud, Identity Theft, FAILURE to give notice to opt out, their 8k ***** 10K ***** Securities Exchange Act of ****, Trust Indenture Act of ****, Electronic Funds Transfer Act **** 15 USC **** et seq and 15 USC 45. If this account is not DELETED, I ******************************* in Chancery Court for Securities fraud et al.

  

  Business Response

  Date: 01/24/2024

  Hello ***,

  Thank you for reaching out to Rocket Loans. We have thoroughly reviewed your complaint regarding the right to opt out of credit reporting and welcome the opportunity to respond to your concerns.
  
  Please refer to the Privacy Notice you received and electronically accepted on March 24, 2022, which is available on your Rocket Loans dashboard. In this notice, Rocket Loans advised that it may share your personal information for our everyday business purposes, including to report to credit bureaus. A Credit Report Notice is also provided to you in your Promissory Note dated March 24, 2022, which is available on your Rocket Loans dashboard.
  
  Pursuant to the terms of your Note, you obtained an unsecured personal loan on March 24, 2022 in the amount of $25,000, and you agreed to pay the principal sum of the total Loan Amount,with interest and fees. Regarding your claim that Rocket Loans has received tender of the full balance of the debt, we have reviewed our records and have confirmed the Note is still outstanding. The current amount outstanding on the Note as of 1/22/2024 is $21,224.81 (this amount does not include interest).
  
  Having reviewed the information provided through the BBB complaint and Rocket Loans records, Rocket Loans confirms that we are in full compliance with the law and that the information furnished to consumer reporting agencies about this account is accurate. You do not have the right to opt out of credit reporting in this instance and we must respectfully decline your request to correct reporting for the loan.
  
  If you have any additional questions or need additional information, please contact Rocket Loans directly at **************, Monday-Friday 9:00 AM ET - 7:00 PM ET; Saturday 9:00 AM ET 6:00 PM ET.
  
  ---
  
  Thank you!

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We took our a loan with Rocket Loans last year to help with finances. What we didnt know is that I would lose my job in October of last year. Since then we have been trying to work with Rocket to fix this and get a loan modification as the $300 payment per month was a little steep while we tried to get back on our feet. What we got was no help, locked out of the website, unwillingness to help and now a letter threatening to *** us for the whole amount. Not even collections or any steps to help. I would like to get back on track and make payments but would appreciate some help.

  

  Business Response

  Date: 04/03/2023

  Hello ********,
  
  Thank you for contacting Rocket Loans.
  
  In efforts to assist our clients in a time of need Rocket Loans does its due diligence with offering our client multiple different hardship options. Weve reached out on multiple occasions in efforts to collect past due installments payments. You did reach out December 17, 2022, advising us you lost your job and needed assistance. We responded back asking about your monthly income, after that email we never received a response. In the event to help with your hardship weve tried to contact you several different times and never received an answer. The last communication we had was via email on February 20, 2023, following an email that was sent from Rocket Loans about the acceleration of the loan if no action was taken on the loan. Again, after communicating with you we were advise of the hardship and emailed over our hardship application at 4:42 pm EST on February 21, 2023, to the email address on file. In the follow up email we did advise of the amount needed to be paid to prevent a charge off, as well as requesting the signed application to be sent back and documents supporting your hardship. Currently we are unable to reverse the charge off on this loan.
  
  Please give us a call at ************** to discuss other options with getting your loan paid off.
  
  Best, Rocket Loans