Consumer complaint received 2021-11-16
Company: Rocket Mortgage, LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
We entered into an escrow agreement in XX/XX/XXXX with our provider ( Quicken/Rocket Mortgage ) : Property Taxes Homeowners Damage Homeowners Liability Earthquake Flood Issues in XXXX : Flood insurance - the escrow coordinator did not pay our flood insurance that was due on XX/XX/XXXX until XX/XX/XXXX. Our flood insurance was cancelled and we were required to have a lender placed insurance policy placed on our home. Once we realized the cancellation, we secured a new policy ( with our original vendor ) with payment due on XX/XX/XXXX. The escrow company still did not pay until XX/XX/XXXX requiring an additional lender placed policy for the 5 days. 

XXXX XXXX- the escrow company mislabeled our paid homeowners damage payment that was made in XX/XX/XXXX as earthquake insurance. Meanwhile, our earthquake policy remained unpaid and was cancelled. We live in XXXX California and did not have earthquake insurance until XX/XX/XXXX. 

Last year we received an escrow analysis showing that we would be short and increased our monthly escrow accordingly. I contacted the company multiple times to explain that the shortfall was due to their incorrect assumption of a property tax. The amount of their assumption was more than double what we had historically paid and my escrow only payment was more than my mortgage payment. Despite repeated attempts to contact the escrow coordinators, I was told that they would refer it to the appropriate department. Never happened and I continue to pay the very high escrow amount each month. My escrow amount mid way through the year was higher than an entire year 's worth of taxes. 

I officially tried to cancel my escrow agreement in XX/XX/XXXX. I was told that I could not cancel an escrow agreement within 45 days of a payment being due ( taxes due XX/XX/XXXX ). I received my tax bill in late XXXX showing that their assumption was wrong. I uploaded the document to the company 's app and emailed to their escrow department as I was instructed. Due to my assumption that the escrow account was being cancelled, my XX/XX/XXXX payment was for principle and interest only. I received a notification on XX/XX/XXXX that my mortgage payment was overdue and I was being charged a late fee. I contacted the company to confirm cancellation of the escrow agreement. The escrow coordinator that I spoke with stated that she saw where I sent in the property tax documentation was sent in and that the assumption for escrow analysis was inflated. However, the property tax coordinator had not reviewed the documentation yet and that they would need 5-7 business days to review. I stated that the tax bill was due XX/XX/XXXX but had not been paid yet. 

I don't know if Rocket Mortgage is understaffed or if this is a blatant attempt for the escrow company to keep additional money over time. After all, if they fail to pay the property tax much longer, I will be within 45 days of the XX/XX/XXXX payment and then within 45 days of a XXXX insurance bill ensuring that I will never be able to cancel my escrow agreement. 

By the way, Rocket Mortgage keeps sending Mortgage Brokers to my email and via telephone to try to refinance my mortgage. Maybe they should redeploy their pushy sales people to their escrow department to timely pay escrow amounts.

Company response to consumer: Closed with explanation