Consumer complaint received 2022-04-08
Company: Rocket Mortgage, LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
At original closing, right when papers were to be signed, I was informed about fire insurance that was mandatory. The cost was {$5000.00} per year. At that point the rate would be locked at that price. It was to be paid out of escrow. I was also informed about mortgage ins being required. I was told that in one year I could refinance and then it could be removed. So approximately one year later, I refinance. At the same time, I receive a letter that my fire ins was pending cancellation. I inform the same banker that is doing the refinance. He assures me that policy is being paid and will not lapse. He was correct, it did not lapse and was paid out of my escrow. He goes on to present me with my new mortgage payment. It is higher than what he originally told me. I tell him that unless it is the price he told me, I did not want to move forward with the refinance. He presents me with the price he originally quoted me. So I agree to the refinance. Unbeknownst to me, what he does without first discussing or disclosing to me, is cancels my fire ins. No one informs me of this at at point. My refinance papers state I have Ins.

So one year later, I get an escrow analysis stating my mortgage would be going up. I call to find out why. I am informed it is because I need hurricane ins. I thought this is insane. I dont live where there has ever been a hurricane. So I call my mortgage co. I speak to XXXX. He obviously is just reading what his computer says without and knowledge or attempt to gain knowledge. He says yes its because you need hurricane ins and you need to pay it. Theres nothing you can do. Im paraphrasing as I dont remember exact words.

So I call ins co. I find out that mortgage co did not pay for fire ins and it lapsed. At no time was I informed the it was even approaching cancellation. Apparently I had been without fire ins for about XXXX weeks. So I call mortgage co. They proceeded to tell me thats incorrect and that fire ins is included in my homeowners ins. That is incorrect. My homeowners ins very clearly states the is no fire coverage. This is the beginning of a disaster. I keep being told different new mortgage payments. XXXX given options for escrow, which I follow, just be told my mortgage will almost double, $ 3100 month. What I discover is that due to the cancellation, that rate lock I had, is gone. New policy is now $ 7200 year. My mortgage company expects me to pay that. They, in writing, accept responsibility for allowing it to lapse, but that is the extent of them taking responsibility. Now XXXX left to pay $ 3100 month. I have explained to the mortgage co, that I can not afford that. Nothing has changed. I believe XXXX XXXX XXXX the banker that did my refinance deliberately dropped that ins so he could get financial gain from my refinance and XXXX the mortgage co sees the equity I have in my home and the possibility of gaining that. They would stand to make an extremely large profit. I feel that they know doubling my mortgage would ultimately result in foreclosure. 
Let me add- I have been on time with every payment. I have had XXXX issues until now. This is unfair and unjust. This is big mortgage company against XXXX person. That mortgage company is Rocket mortgage. I have paperwork to support everything as stated above. I will provide them as requested. Rocket mortgage has copies of all the paperwork I speak of.

Company response to consumer: Closed with explanation