Rocket Mortgage - Connects but shows zero balance

Mitch104
Mitch104 Member ✭✭✭
edited February 21 in Download, Add/Update Accounts (Windows)

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.

Tagged:

Comments

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    Hello @Mitch104,

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

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

    I look forward to your response!

    Quicken Kristina

    Make sure to sign up for the email digest to see a round up of your top posts.

  • Ron Paulus
    Ron Paulus Quicken Windows Subscription Member ✭✭

    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
    Quicken Kristina Quicken Windows Subscription Moderator mod

    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.

    Report a Problem QWin.png

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

    Thank you!

    (CTP-14708)

    Quicken Kristina

    Make sure to sign up for the email digest to see a round up of your top posts.

  • Ron Paulus
    Ron Paulus Quicken Windows Subscription Member ✭✭

    I have sent the files and reported the problem.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    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)

    Quicken Kristina

    Make sure to sign up for the email digest to see a round up of your top posts.

  • DanZindler
    DanZindler Member ✭✭

    I have the same issue.

  • Quicken Kristina
    Quicken Kristina Quicken Windows Subscription Moderator mod

    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!

    Quicken Kristina

    Make sure to sign up for the email digest to see a round up of your top posts.

Categories