rocketmortgage.com

Rocket bought and took over the company that held my loan, Mr. Cooper. I never had any problems with

Rocket bought and took over the company that held my loan, Mr. Cooper. I never had any problems with Mr. Cooper. From the moment Rocket took over, everything became an absolute shit show.

I had been considering refinancing now that rates were lower. I asked Rocket for refinance options. Not only were the options provided terrible, they couldn't give me the information I asked for despite my very clearly requesting it multiple times. I'm not sure the women working on the refinance even knew what an amortization schedule was?? Then, to make things even worse, now that they knew I was interested in a refinance, they began AGGRESSIVELY calling me. At least once a day while I was at work. I ended up having to block their number! When a company is trying that hard to sell you something, if definitely benefits them more than you. And a higher mortgage payment for barely any change in the interest rate? Yeah, they were trying to get me on the hook for more money.

Then there was my actual mortgage. I always paid my monthly payments in advance. No big deal with Mr. Cooper. With Rocket, huge problem. Their system showed I had already paid the payment due for an upcoming month. But when the month rolled around, the system was still showing the payment was due.

I sent a support ticket via their website. They said a reply would be provided within a certain number of business days. No reply came. I followed up. They said my query had been escalated to another team and to wait another length of time. That time came and went without any response. I followed up again. No response.

I called on the phone. I spent around two hours on hold waiting for a representative. I get the representative. She says the payment is due. I say the system says that payment has already been made. She says it's due. I repeat that according to their website, it's already been paid. She basically kept reading from a script about the payment being due, never once acknowledging or addressing the fact that their website says the payment has already been made. She apparently talked to their support team, but wasn't able to acknowledge much less address the inconsistency in their system, and when I asked a follow-up question to try and understand why the system was telling me something different from what it was showing on her end, she hung up on me.

I give up and pay the payment. The system tells me I've now paid the payment due next month. Okay, well, whatever.

Next month rolls around. Rocket calls me to tell me the payment is due. I point out that their website says that payment has already been made. The representative just keeps reading from the same "your payment is due" script despite the fact their system is yet again showing that it's already been paid.

Thankfully, I had started the refinance process with another company at this point, and was able to get away from Rocket entirely. My new mortgage payment is 2/3rds what my old payment was, the interest rate is 1.25% lower, and the term is shorter. So a better loan in every possibly way than what Rocket was trying to get me on the hook for. It's genuinely suspicious to me how bad the terms of Rocket's refinance offer were, and how unwilling they were to be transparent about their offer. Not a trustworthy company in my experience.

Rocket Mortgage is an incredibly incompetent company. They don't know what's in their computer system. Their computer system doesn't know what's in the computer system. Their representatives are incapable of processing or understanding basic information. Their support team is completely useless and never follows up. And their representatives might as well be chatbots based upon how unable they are to deviate from a script and how completely untrained they are regarding basic mortgage concepts.

The whole company just reeks of laziness and incompetence. Zero out of ten, do not recommend, run away as fast as possible.

Date of experience: Apr 09, 2026