Consumer complaint received 2022-09-28
Company: Rocket Mortgage, LLC
State: NE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage company performed an escrow analysis, but failed to include the upcoming payment in the analysis. Since my loan has been initiated with this company, they have received timely payments, a week to 10 days prior to every single due date, yet for some reason, they did not include the upcoming payment due in their analysis. As a result of this failure, their analysis indicated I was owed a {$28.00} refund, but that my payment would be increasing {$78.00} to cover a shortage in escrow as of next year in XXXX. Had they included the upcoming payment in their analysis, it would have shown that they actually owed me {$620.00}, assuming the increase in payments to be made starting in XXXX ( for the XX/XX/XXXX due date ). 

I have proposed 2 options : 1. Because the guideline on escrow balance is that is it is always at least 2x the monthly escrow portion of my payment, I could repay the {$28.00} refund that was provided, and add an additional {$3.00} that would ( once my XXXX payment was actually included in the balance ) make up for the shortage that would have occurred in XX/XX/2023 and would allow my payment to stay where it is, at least until next year, when it clearly would need to be increased to ensure 12 escrow payments of N is equal to the total disbursements for taxes and insurance + 2*N. 

I currently make {$510.00} monthly escrow payment for a minimum required escrow balance of {$1000.00}. This is the option I essentially invoked on my own, because it only cost me {$3.00} and would allow my payment to stay the same for another year. 

2. Now that they still refuse to accept that my payment doesn't have to increase this year, even after showing them all of the math. I accept that the more reasonable go forward solution, because the annual disbursements will be a total of {$7100.00} and the {$510.00} will clearly not cover that amount, let alone provide the 2*N monthly minimum escrow balance, would be to increase the monthly payment, BUT in that case, I want a refund for the FULL amount I am due, which at this point is {$620.00}. This amount is based on my escrow balance at the end of XX/XX/2023, which, assuming continued payments at their increased rate, will be {$1800.00}, but the required minimum is only {$1100.00} ( $ XXXX ), for a difference of {$620.00}. 

Everyone I've spoken to is so quick is explain to me how they are automatically right, they will not even listen or entertain the fact that their analysis is flawed and was missing the payment in question. I'll add that I am a XXXX XXXXXXXX and have several years of experience in the XXXX XXXX I.e. I'm pretty decent at simple addition and subtraction. 

The first gentleman who called me, XXXX XXXX, even went to far as to claim the reason my XXXX balance didn't include the XXXX payment was because I paying a month ahead on my mortgage, so they could not assume I would be making a payment that month. This is blatantly false, and was merely an attempt to try to obfuscate the error in the analysis. The transaction history I downloaded directly from their website proves this is inaccurate.

Company response to consumer: Closed with explanation