Rocket Mortgage complaints reached 3,168 through October, more than twice the count a year earlier
The CFPB recorded 3,168 Rocket Mortgage complaints through October, far above the same months of 2025. Rocket now includes Nationstar, the former Mr. Cooper servicer, after the companies merged. Your statement gives the account phone number. Mail payments to the address on your current statement.
Next edition expected January 2027
How to reach Rocket about your loan
The current statement gives your account phone number. Rocket’s disclosures designate the mailing address below for written servicing requests. American Default is independent of Rocket and the government.
Mail: report a mistake or ask about your account
Rocket Mortgage, LLC
P.O. Box 619098
Dallas, TX 75261-9741
Rocket designates this mailing address for notices of error, requests for information and qualified written requests. It is separate from the payment address.
Listed on rocketmortgage.com · checked Oct 26, 2026
- Fax listed with written servicing requests
- 972-315-8637 Rocket’s disclosures also list this fax. The designated mailing address above is the route for a formal notice of error or information request. Listed on rocketmortgage.com · checked Oct 20, 2026
The mortgage-assistance page lists what Rocket asks applicants to gather. The client contact page offers authenticated chat.
What changed after Rocket bought Mr. Cooper?
Rocket Companies closed its purchase of Mr. Cooper Group on October 1, 2025. The retired Mr. Cooper site directs former customers to Rocket Mortgage.
Mr. Cooper’s mortgage company, Nationstar Mortgage LLC, merged into Rocket Mortgage, LLC on February 2, 2026, according to an SEC-filed servicing report. That legal merger followed the company purchase.
If you had a Mr. Cooper loan, your newest statement or welcome letter names the company that handles it now. The contacts on that statement show where to pay and whom to call. Rocket says a servicing transfer changes who handles the loan, not necessarily who owns the debt (Rocket explanation).
The CFPB still records complaints under separate company names: “Mr. Cooper Group Inc.” and “Rocket Mortgage, LLC.” The chart below counts complaints assigned to Rocket Mortgage, LLC; Mr. Cooper’s earlier complaints appear on its separate page.
Rocket complaints rose in the CFPB record
The CFPB recorded 3,168 Rocket complaints in 2026 through October, up from 493 in the same months of 2025.
Loan growth, transfers and publication lag could all affect the count; their contributions have not been measured.
The chart shows complaints by received year. The 2026 bar stops at October 20, 2026.
Rocket mortgage complaints by year
CFPB complaints assigned to “Rocket Mortgage, LLC”
How often did Rocket answer CFPB complaints on time?
Across all 3,822 Rocket mortgage complaints from January 2025 through October 20, 2026, the CFPB marked all but 1 as answered on time (99.97%). The median among 40 other companies with at least 200 mortgage complaints in that window was 99.93%.
“Late” describes how quickly the company replied to the CFPB.
In 96.1% of those complaints, the CFPB lists Rocket’s response as “Closed with explanation.” That category records no monetary or other relief.
The Consumer Financial Protection Bureau publishes the mortgage complaints compared in the October 2026 figures. CFPB complaint database
What did Rocket borrowers complain about?
From May 1, 2017 (when the CFPB’s current complaint categories began), through October 20, 2026, 43.5% of Rocket mortgage complaints named “Trouble during payment process.” The median was 50.6% among 73 other companies with at least 200 mortgage complaints in that same window.
Applying for or refinancing a mortgage accounted for 24.0% of Rocket’s mortgage complaints in that window. The median among the same 73 other companies was 9.8%.
The chart compares Rocket’s complaint-issue shares with the median for those 73 other companies. The CFPB records the borrower’s account.
What Rocket borrowers reported
CFPB mortgage complaints received May 1, 2017, through October 20, 2026
This company Median of other companies
Trouble during payment process
Applying for a mortgage or refinancing an existing mortgage
Struggling to pay mortgage
Closing on a mortgage
Incorrect information on your report
Improper use of your report
How to ask Rocket Mortgage for payment help
Rocket’s mortgage-assistance page explains payment-help options for people having trouble making payments. It describes loan modifications, which change loan terms, and repayment plans, which spread missed payments over later payments.
Rocket asks applicants to gather debt statements, recent pay stubs and tax returns for a modification discussion. An existing client can also sign in to the Rocket account to use its chat route.
A HUD-approved housing counselor can help review options without charging for foreclosure-prevention counseling; the free help section lists the national contact. The CFPB accepts complaints about servicing problems.
What do official orders and lawsuits say?
These selected actions name Rocket Mortgage or the earlier Quicken Loans Inc. and concern advertising, loan applications and lending reports. The cited orders do not establish the legal-entity path from Quicken Loans Inc. to today’s Rocket Mortgage, LLC. A search under the Rocket name alone also misses Nationstar Mortgage LLC: the CFPB’s 2020 Nationstar action records a court judgment over earlier servicing conduct. An SEC-filed report says Nationstar merged into Rocket Mortgage, LLC on February 2, 2026. The Mr. Cooper page gives the dated Nationstar record.
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Sep 22, 2021
Washington DFI and participating state regulators Multistate settlement agreement and final order
The states alleged problems with mortgage-rate advertising. Rocket agreed to updated disclosures and a $500,000 payment to participating states, including $50,000 in Washington investigative costs. An up-to-$1 million penalty applied only if Rocket failed to comply during the agreement’s two-year term. We found no record that it was charged. No borrower restitution was ordered.
Admitted wrongdoing? Rocket entered the agreement without admitting or denying the advertising charges.
$500,000 to states, including $50,000 Washington investigative costs; up to $1 million conditional, not confirmed paid
Status: The agreement became a final order of each participating state on entry. Its two-year term ran from September 2021 to September 2023; the larger penalty was conditional. · Washington multistate agreement
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Jun 3, 2019
U.S. Department of Housing and Urban Development and Department of Justice Federal civil settlement
Quicken settled federal allegations about its origination and underwriting of FHA-insured loans from September 2007 through December 2011. It agreed to pay $32.5 million to the federal government. This is about loan origination, not servicing responses.
Admitted wrongdoing? HUD OIG says the settlement was neither an admission of liability by Quicken nor a concession by the government.
$32.5 million to the federal government; no borrower restitution identified in the official summary
Status: Settlement reached June 3, 2019. The federal civil action is concluded. · HUD OIG final civil action
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Apr 20, 2018
Massachusetts Division of Banks Consent order
Massachusetts alleged shortcomings in Quicken Loans Inc.’s mortgage application data reporting under the Home Mortgage Disclosure Act, found during an examination under the state’s Mortgage Lender Community Investment rules. Quicken and One Reverse Mortgage, separate companies under a common parent, agreed to changes and a combined $250,000 payment to the Commonwealth. This concerned lending reports rather than servicing responses.
Admitted wrongdoing? The companies settled without admitting the allegations or a violation of law; the order says its terms are not an admission of noncompliance.
$250,000 combined payment to Massachusetts by Quicken and One Reverse Mortgage; no borrower restitution ordered
Status: The Massachusetts Division of Banks says it terminated the consent order on September 22, 2021. · Massachusetts consent order 2017-005
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Apr 11, 2016
Washington Department of Financial Institutions Consent order resolving statement of charges
Washington alleged misleading mortgage offers to servicemembers and veterans. Quicken agreed to advertising changes and a $250,000 payment to state financial-education programs. This payment was not borrower restitution.
Admitted wrongdoing? The consent order says Quicken neither admitted nor denied wrongdoing.
$250,000 to Washington financial-education programs; no borrower restitution stated
Status: The regulator’s order summary marks the terms completed. · Washington consent order C-14-1568-15-CO01
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Apr 8, 2003
Federal Trade Commission Administrative consent order
The FTC charged Quicken Loans Inc. with failing to give required adverse-action notices to some online mortgage applicants. The order required notice and compliance changes. It stated no borrower payment or civil penalty.
Admitted wrongdoing? Quicken admitted jurisdictional facts only. It did not admit the alleged facts or a violation of law.
Status: By its terms the order ended April 8, 2023, unless the FTC or the United States filed a complaint alleging a violation. The FTC’s public docket lists no such filing. · FTC matter 9304
Rocket Homes Real Estate LLC is a separate Rocket Companies affiliate. A CFPB lawsuit against Rocket Homes and other defendants was filed December 23, 2024. The CFPB voluntarily dismissed the case against all defendants on February 27, 2025, and the court dismissed it with prejudice on February 28, 2025. Rocket Mortgage, LLC was not a defendant.
Written requests, transfers and free help
Federal deadlines have exceptions; a counselor or lawyer can apply them to a particular loan.
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A servicing mistake can be described in a written notice
Rocket designates the Dallas P.O. box above for a written notice of error. Under Regulation X, the response duties apply to a qualifying notice received at a servicer’s designated address. The rule requires acknowledgment within five business days and a response within 30 business days.
Source: Consumer Financial Protection Bureau Regulation X, 12 CFR 1024.35
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A written question about the account can request information
Rocket designates the same Dallas P.O. box for a written qualified written request or other information request. Under 12 CFR 1024.36, a qualifying request for the loan owner’s identity gets a response within 10 business days; most other information requests get a response within 30 business days. The rule allows a 15-business-day extension for most other requests with written notice.
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A complete assistance application can require review before a sale
Under Regulation X, a servicer must evaluate a complete loss-mitigation application received more than 37 days before a scheduled foreclosure sale and send a written decision within 30 days.
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Payments sent to an old servicer after a transfer
For 60 days after a servicing transfer, federal rules protect an on-time payment sent to the old servicer from being treated as late by the new one.
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Questions about Rocket Mortgage
Where can Rocket borrowers start a payment-help request?
Rocket’s mortgage-assistance page explains its help process. For account questions, use the phone number on your current statement.
Where does Rocket Mortgage accept a notice of error?
Rocket’s Written Servicing Requests disclosure designates Rocket Mortgage, LLC, P.O. Box 619098, Dallas, TX 75261-9741 for notices of error, information requests and qualified written requests. This is separate from the payment address.
Is Rocket Mortgage the same as SPS?
No. Rocket Mortgage, LLC and Select Portfolio Servicing, Inc. are different mortgage servicers. An SPS-serviced loan uses SPS’s own payment and assistance routes; the SPS page lists them.
Did the CFPB order Rocket Mortgage to pay a penalty?
No CFPB penalty order in these selected actions names Rocket Mortgage, LLC. In December 2020, a court entered a judgment requiring Nationstar Mortgage LLC, known as Mr. Cooper, to provide approximately $73 million in borrower redress and pay a $1.5 million civil penalty; Nationstar neither admitted nor denied the allegations (CFPB action). Nationstar merged into Rocket Mortgage, LLC on February 2, 2026, according to an SEC-filed report.
Did Rocket admit the Washington advertising allegations?
No. The 2021 multistate agreement says Rocket entered without admitting or denying the advertising charges. The 2016 Washington order says Quicken neither admitted nor denied wrongdoing.
Is Quicken Loans still Rocket Mortgage?
Yes: an SEC-filed agreement identifies Rocket Mortgage, LLC as formerly Quicken Loans, LLC. Rocket says it licensed the Quicken Loans brand to a separate comparison company in 2023 (Rocket FAQ). The older orders above name Quicken Loans Inc., whose legal-entity path is addressed in the record section.
Protect yourself from scams
The FTC and CFPB describe these warning signs and the rules behind them:
- Upfront fees for promised relief are a warning sign. Under FTC mortgage-assistance rules, most companies that sell mortgage help cannot charge until a homeowner accepts a written offer from the mortgage company or lender. A separate FTC rule covers debt-relief companies that sell by phone and ties fees to a completed debt arrangement. It bars a fee until at least one debt has been settled or changed, the customer agrees to the arrangement, and the customer has made a payment under it. The FTC describes a narrow exception for lawyers who give help as part of the practice of law and are licensed in the state where the client or dwelling is. The lawyer follows that state's rules for attorneys, and advance fees are placed in a client trust account before services begin under state trust-account rules.
- HUD-approved foreclosure-prevention counseling is free. HUD’s national counselor line is 800-569-4287. The CFPB counselor finder lists agencies and their services. If an organization charges for help described as free HUD counseling, the CFPB finder can verify the agency and its listed services before any payment.
- A request to sign over a deed is a warning sign. The CFPB identifies title-transfer schemes among foreclosure-relief scams. Signing over title can mean losing ownership of the home; a lawyer can explain what a proposed document would do.
- Foreclosure protections depend on timing and the loan. Regulation X generally bars the first foreclosure notice or filing on a principal-residence loan until the borrower is more than 120 days behind, subject to exceptions. A complete assistance application can delay some foreclosure steps, but that depends on when it arrives; it does not necessarily stop every step. The CFPB warns about promises to “save” a home.
Free help if you're behind
Housing counselors approved by the U.S. Department of Housing and Urban Development work at nonprofit agencies. The Consumer Financial Protection Bureau describes free foreclosure-avoidance counseling, including help with mortgage-company conversations and available options Source CFPB.
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HUD-approved housing counselors
Our help directory lists 1,010 agencies approved for foreclosure counseling, by state.
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Legal aid
Nonprofit law offices give free civil legal help to people with low incomes. Our help directory lists the 120 offices the Legal Services Corporation funds.
Every figure on this page, with its period and the CFPB filter behind it, in one file. Free to use with credit to American Default Research.
Sources and method
We gather the data, run the numbers and research each company ourselves. We counted mortgage complaints assigned to the CFPB company name “Rocket Mortgage, LLC” from 2012 through October 20, 2026. We kept Mr. Cooper Group Inc. separate. The 2026 count covers January 1 through October 20, 2026; its prior-year comparison covers the same dates of 2025. A count is not adjusted for the number of loans serviced. Timeliness comparisons use the median of 40 other companies with at least 200 mortgage complaints from January 2025 through October 20, 2026. Issue comparisons use 73 other companies with at least 200 mortgage complaints from May 1, 2017, through October 20, 2026, after the CFPB changed its issue names. The CFPB does not verify individual complaints. It publishes them after a company responds or after 15 days, whichever comes first. Later publications can add records with earlier received dates. Updated: October 2026 · Next review expected: January 2027.
- Consumer Financial Protection Bureau, Consumer Complaint Database Mortgage complaints about the company, received through Oct 20, 2026. Our counts from the CFPB's complaint records.
- Payment-help and application information
- Existing-client contact options
- Designated mailing address for written servicing requests
- Parent and legal-entity statement
- Mr. Cooper acquisition
- Multistate advertising agreement
- FHA settlement
- 2018 Massachusetts reporting order and 2021 termination
- 2016 advertising order
- 2003 consent order
- Rocket Homes suit dismissal
- Consumer complaint publication and verification limits
- Nationstar legal merger into Rocket Mortgage
- Quicken Loans LLC name change
We write with assistance from AI tools. Figures come from the data and sources named on this page.