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Rocket Mortgage - Connects but shows zero balance

Mitch104

For the last week (I've tried twice), I was able to get Rocket Mortgage to connect, but even though on the setup screen it shows my current balance (-XXXXXX), once it finishes it shows a zero balance in Quicken and when I go to details it says the loan is paid off. Has anyone else seen this issue?

I was excited that the connection finally worked, but now it's another issue. Sigh.

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Comments

Quicken Kristina

Hello @Mitch104,

Thank you for letting us know you're seeing this problem. To help troubleshoot, please provide more information:

Was the account originally with Mr. Cooper?
Was the account previously connected and updating correctly?
1. If it was, which connection option was it using?

I look forward to your response!

Ron Paulus

I have the same problem. Account originally with Mr. Cooper but transferred to Rocket Mortgage. It used to work with Mr. Cooper. Then there was a period where Rocket Mortgage wouldn't connect. Now, just like Mitch, I can add the account and during set up I see the correct balance. I also see the correct balance on Rocket Mortgage website. But when the account setup process finishes, the real balance "vanishes" and the newly set up account in Quicken shows $0 balance and "loan paid off". That would be nice…but it's not real.

Quicken Kristina

Hello @Ron Paulus,

Thank you for letting us know you're also encountering this issue. The issue has been forwarded to the proper channels for further investigation and resolution. To assist with the investigation, please navigate to Help>Report a Problem and send a problem report with log files attached.

Please let me know once the problem report is sent so I can add you to the ticket!

Thank you!

(CTP-14708)

Ron Paulus

I have sent the files and reported the problem.

Quicken Kristina

Thank you for the follow-up,

Thank you for sending the problem report. I added you to the ticket.

A Community Alert has been created for the issue. Please bookmark the alert linked below to be notified of any updates and to know when the issue is resolved.

https://community.quicken.com/discussion/7971566/new-2-27-26-rocket-mortgage-mr-cooper-loan-account-showing-paid-off-0

Thank you!

(Ticket #12263346/ CTP-14708)

DanZindler

I have the same issue.

Quicken Kristina

Hello @DanZindler,

Thank you for letting us know you're also seeing this issue and for sending the problem report with log files attached. It will help our teams investigate the issue.

Thank you!

Ron Paulus

Is anyone working on this?

Quicken Kristina

Thank you for the follow-up,

https://community.quicken.com/discussion/comment/20543301#Comment_20543301

Yes. It is a known issue that our teams are working to resolve. If you haven't done so already, I recommend bookmarking the Community Alert linked below to be notified of any updates, once available, and to know when the issue is resolved:

https://community.quicken.com/discussion/7971566/ongoing-3-13-26-rocket-mortgage-mr-cooper-loan-account-showing-paid-off-0

Thank you!

(Ticket #12263346/ CTP-14708)

Bradzo6

Can I please have an update on the Rocket Mortage issue—showing $o loan balance when this is not correct?

Quicken Kristina

Hello @Bradzo6,

Thank you for reaching out! I checked the ticket, and there are no new updates yet. If you haven't already done so, please bookmark the Community Alert for this issue to be notified of updates as they become available and when the issue is resolved.

https://community.quicken.com/discussion/7971566/ongoing-3-13-26-rocket-mortgage-mr-cooper-loan-account-showing-paid-off-0

Thank you!

(Ticket #12263346/ CTP-14708)

DDub

This is happening to me, too.

MarcLu

I have a similar problem, but with a twist. I have 2 Rocket Mortgages. One is paid off, and the other has a balance. When i try to add the Rocket account, it "blends" the 2 accounts into one. During the "add" process, it does show the negative balance of the active loan, but after the process completes, it shows the $0 balance of the paid-off loan, but the NAME of the Rocket mortgage shows the last 4 digits of the active loan.

Somehow it has "blended" the 2 loans into one. Both of these loans were recently brought over from Mr Cooper. I hope they find the fix soon.

david zimmerer

3 months later, and Quicken STILL can't seem to figure this out!! Downloads to a $0.00 balance as well as not being able to add account to 'One Step Updates'. It's a shame to pay good money for a program that doesn't function like it use to.

thecreator-b

When your Mr. Cooper Mortgage was transferred to Rocket Mortgage, you should have created a new Register, that points to Rocket Mortgage. Don't reuse the same Register. You will have problems, like you are now. Because there was no new Register.

You should have an Account, where you were entering the transaction manually. Not downloading into it.

Create a brand new Rocket Mortgage Account.

DanZindler

That didn’t work for me after I closed Mr Cooper. To recover the data I had to use a back up to get back to where I was.

Quicken Kristina

Hello @MarcLu,

https://community.quicken.com/discussion/comment/20548113#Comment_20548113

I recommend that you contact Quicken Support directly for assistance with the issue you describe of the two accounts being mixed into one. They will likely need to review the logs to determine if the issue is being caused by something on the financial side. They can also escalate the issue as needed. The Quicken Support phone number can be found through this link here. Phone support is available from 5:00 am PT to 5:00 pm PT, Monday through Friday.

I apologize that I could not be of more assistance!

DDub

https://community.quicken.com/discussion/comment/20548170#Comment_20548170

While the mortgage did move from Mr. Cooper to Rocket Mortage, I am starting with a brand new account in Quicken and it will not connect to Rocket properly.

DDub

UPDATE: I tried connecting to Rocket Mortgage again today, "just in case."

Steps

TOOLS » ADD ACCOUNT process
Select Rocket Mortgage
Add login credentials
Get confirmation stating, "Your accounts have been authorized successfully! You will now be redirected back to Quicken. If you are not redirected in a few seconds, you can close this window and return to Quicken"

HOWEVER, if I go to the account and Right-Click to look at account details » Online Services tab, it states that "One Set Update is not available."

DanZindler

same here. For the last 2 months. No updates since January.

Quicken Alyssa

Hello All,

Thank you for adding to this discussion with your comments and concerns.

We have an ongoing Open Alert with this financial institution. Please ensure you have the linked alert bookmarked to be notified of any progress or changes as they occur.

We do not have an ETA as to when this will be fully resolved, and we apologize for the inconvenience in the meantime.

We appreciate your continued patience!

mleeder80534

We pay a small fortune for a subscription to this application. I would expect these kind of issues to be corrected in a timely manner. This is going on for too long.

[Edited]

dybers

Same issue with Rocket Mortgage - "One Step Update is not available"; main screen says "This loan is paid off"… Don't I wish that was the case lol…

alohafrilovesSMG

Does anyone else find it ironic that Rocket Mortgage used to be Quicken Loans?

Quicken Alyssa

Hello everyone,

Thank you for contributing to this discussion.

We currently have an active Open Alert with this financial institution. Please be sure to bookmark the linked alert to stay informed of any updates or changes as they occur.

Thanks again!

Bradzo6

This continues to be an ongoing problen with Quicken and Rocket Mortgage. I have paused using Qucken until it is resolved. I wonder why it is taking so long to resolve—what is the root issue?