Consumer complaint received 2017-01-28
Company: Rocket Mortgage, LLC
State: VA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
Quickenloans services my mortgage ( # XXXX ) and manages my escrow account for tax & insurance, required as this is an FHA loan. 

On XXXX XXXX, I changed insurance companies from XXXX insurance company to XXXX XXXX. I informed quickenloans of the change and that I paid for the new policy myself and that they should cancel any future payments/renewals with XXXX. I got a confirmation email from XXXXXXXXXXXX on XXXX/XXXX/2017 XXXX stating that they got my notice of insurance change and instructing me to call XXXX to cancel ( which I did and quickenloans even received a cancelation notice from XXXX ). 
Nevertheless, Quickenloans paid XXXX {$250.00} for a full year renewal on XXXX XXXX and notified me about the payment only after it was made. 
I quickly called Quickenloans and told them that they should n't have paid XXXX as I already canceled the XXXX policy and they were informed of it, and they were also informed that i have a new policy which I paid for with XXXX. On the phone they said, that there 's nothing they can do and it 's up to me to go and recover my funds from XXXX ( which I 'm still trying to do ). At this point, I had XXXX live insurance policies on the same property : the policy with XXXX XXXX which I paid for and a policy with XXXX which Quickenloans paid for from my escrow account. 
Then, on XXXX XXXX 2017, I got a letter from Quickenloans saying that they have no records on insurance on the property and that they are about to order a mandatory insurance ( which would have been a third policy on the same property ). 
I immediately called QUickenloans and explained again that I have insurance, in fact XXXX policies. They asked that I upload the new certificate of insurance from XXXX XXXX to a website, which I did. 
Then, today, XXXX XXXX, Quickenloans made another automatic insurance payment from my escrow account (! ) they sent a {$1200.00} payment to XXXX XXXX, even though XXXX XXXX did not send them a bill and I informed them multiple times that I already paid for the insurance on XXXX XXXX. 
At this point I have XXXX policies, XXXX of which is double paid, and it 's up to me to go recover my overpaid funds from the XXXX insurance companies. 

Quickenloans is poorly handling my escrow account and irresponsibly sending my escrowed funds all over the place. They mismanage their records and despite multiple phone calls and written communications, they still do n't have their records right which cause the mismanagement of my escrowed funds. My escrow balance now is - {$800.00} (! ) Btw the only reason I paid my own insurance is because my new policy with XXXX is a commercial policy that covers additional properties and Quickenloans does not have the process to handle a prtial payment on a policy. And the double payment they paid paid from my escrow account was very large as they paid the full premium on a the multi-property commercial policy. 

This experience has been horrible for me and I wasted hours on the phone with Quickenloans and the insurance companies trying to recover my escrowed funds. 
I would like to be compensated for my wasted time and for Quickenloans to stop making automatic insurance payments from my escrow account. 

Thanks for your help. 
XXXX

Company response to consumer: Closed with monetary relief