Consumer complaint received 2023-05-25
Company: Rocket Mortgage, LLC
State: TX
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I contacted Rocket Mortgage on XX/XX/2023 to discuss the Annual PMI Disclosure I received in the mail regarding my mortgage. I called to discuss the requirements needed for us to have the PMI removed from our loan since I believed we met the requirements as we, " had the mortgage for at least XXXX years and had a good payment history for the last 2 years. '' The original person I spoke to informed me that we did not meet the requirements to have our PMI removed but could not explain why we did not meet the requirements of the disclosure, nor could they explain which specific numbers they were using to calculate the XXXX value needed so that we could track our progress towards meeting the XXXX value needed to have the PMI removed. My call was then escalated to XXXX XXXX XXXXXXXX, XXXX XXXX, who got abrasive with me and also could not give specifics on the numbers used to calculate the XXXX and now came up with a 75 % XXXX ratio requirement vice the 80 % requirement in the provided disclosure and could not explain why this stricter requirement was required, nor could he provide any written documentation to validate the requirements. He directed that an appraisal would be required to be performed at our expense to validate that our property value increased to meet the XXXX requirements. 
We ordered an appraisal and contacted Rocket Mortgage on XX/XX/2023 to submit the results to have our PMI removed, however, we were told that an appraisal was not needed as we had met the requirements to have the PMI removed already and that it was removed at that time. I then requested reimbursement for the appraisal since I was told it was needed initially and I was once again contacted by XXXX XXXX on XX/XX/2023 who once again got abrasive with me and recounted that he earlier stated the need for an appraisal and informed me that there would be no reimbursement. I then submitted a complaint email against XXXX XXXX which unethically went to him to resolve. I then contacted XXXX XXXX 's supervisor Servicing Team Leader, XXXX XXXX via email on XX/XX/2023 requesting a call back. 
XXXX called back later on XX/XX/2023, but provided no clarification on why my initial contact concerning PMI removal requirements with her subordinate, XXXX XXXX, were not met nor provided no additional clarification on why the extenuating circumstances required for PMI removal were never discussed which resulted in me unnecessarily ordering an appraisal which I was led to believe was needed by XXXX XXXX based on our XX/XX/2023 conversation. She also showed no concern on how abrasive and unprofessional XXXX XXXX was in dealing with me in both conversations concerning PMI removal on XX/XX/2023 and XX/XX/2023, as his supervisor, even after assuring me she had heard the recorded phone conversations. She could also not explain to me how an email concerning a complaint against XXXX XXXX was unethically sent to him to respond to, vice going to a supervisor or third-party member.

Company response to consumer: Closed with explanation