Consumer complaint received 2019-05-06
Company: Rocket Mortgage, LLC
State: FL
Product: Mortgage
Sub-product: VA mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX Hi XXXX, Thank you for writing. I understand your concern and want to make sure we have the escrow correct. 

We do not collect for both taxes and insurance in your escrow. 

Your taxes actually went down from {$420.00} to {$410.00} per year. 

Your insurance increased from {$920.00} to {$990.00}. 

The shortage is calculated based on how much you have in escrow and how much we need in escrow to keep paying out these bills for you. Right now you only have {$280.00} in escrow. If we do not collect the shortage, then in XXXX, you are projected to have a - {$290.00} balance. We never want to be in the negative, and always want to make sure we have enough funds to pay your bills. 

If you are saying the insurance amount or tax amounts are wrong, please send adjusted bills to us so that we can update our files. 

Remember, you can chat with us, view your account information, view your billing statements, and schedule one-time payments and automatic payments on your Rocket Mortgage account. 

Enjoy your day! 


XXXX XXXX Quicken Loans Client Relations Monday -Friday XXXX - XXXX EST Saturday XXXX - XXXX EST Chat with a Client Advocate : Click here Every client. Every time. No Exceptions. No Excuses. 




TO XXXX XXXX Greetings My XXXX statement is incorrect. I will not be paying that money. I do not pay taxes. We had this same discussion last year. We all get the sent the same bill from XXXX XXXX Tax Collector. And I know I have a enough money in my escrow to cover my homeowners Insurance.. Because your take it out my mortgage every month.. its only 12 months in a year.. 
My homeowners insurance just went up in XXXX to XXXX.. so why Am I short this year ... .This is XXXX.. please recalculate Be Blessed Hi XXXX, Thank you for writing. I understand your concern and want to make sure we have the escrow correct. 

We do not collect for both taxes and insurance in your escrow. 

Your taxes actually went down from {$420.00} to {$410.00} per year. 

Your insurance increased from {$920.00} to {$990.00}. 

The shortage is calculated based on how much you have in escrow and how much we need in escrow to keep paying out these bills for you. Right now you only have {$280.00} in escrow. If we do not collect the shortage, then in XXXX, you are projected to have a - {$290.00} balance. We never want to be in the negative, and always want to make sure we have enough funds to pay your bills. 

If you are saying the insurance amount or tax amounts are wrong, please send adjusted bills to us so that we can update our files. 

Remember, you can chat with us, view your account information, view your billing statements, and schedule one-time payments and automatic payments on your Rocket Mortgage account. 

Enjoy your day! 


XXXX XXXX Quicken Loans Client Relations Monday -Friday XXXX - XXXX EST Saturday XXXX - XXXX EST Chat with a Client Advocate : Click here Every client. Every time. No Exceptions. No Excuses. 

I am a XXXX XXXX Veteran and I do not pay property Taxes. We had this problem last year. And my homeowners insurance just went up in after XXXX XXXX.. but its not calculated that way. I did not say your collect taxes and insurance in my escrow. I said they are both incorrect.. So, please can you send this information to the right department. They should have my bills and extra paperwork work if needed On XXXX XXXX, XXXX, at XXXX XXXX, XXXX XXXX wrote : Hi XXXX, Thank you for writing. I understand your concern and want to make sure we have the escrow correct. 
We do not collect for both taxes and insurance in your escrow. 
Your taxes actually went down from {$420.00} to {$410.00} per year. 
Your insurance increased from {$920.00} to {$990.00}. 
The shortage is calculated based on how much you have in escrow and how much we need in escrow to keep paying out these bills for you. Right now you only have {$280.00} in escrow. If we do not collect the shortage, then in XXXX, you are projected to have a - {$290.00} balance. We never want to be in the negative, and always want to make sure we have enough funds to pay your bills. 
If you are saying the insurance amount or tax amounts are wrong, please send adjusted bills to us so that we can update our files. 



XX/XX/XXXX To XXXX XXXX Greetings My XXXX statement is incorrect. I will not be paying that money. I do not pay taxes. We had this same discussion last year. We all get the sent the same bill from XXXX XXXX Tax Collector. And I know I have a enough money in my escrow to cover my homeowners Insurance.. Because your take it out my mortgage every month.. its only 12 months in a year.. 
My homeowners insurance just went up in XXXX to XXXX.. so why Am I short this year ... .This is XXXX.. please recalculate Be Blessed Good afternoon XXXX. 


XX/XX/XXXX XXXX XXXX Thank you for your email. I understand your concern regarding your escrow account. Based on the information that Quicken Loans obtained directly from your county last year, your are 100 % exempt from paying Ad Valorem taxes, but you still pay Non Ad Valorem taxes to the county. That amount is paid out of your escrow account. I do see that our senior research team has researched your tax amounts, and confirmed the tax amounts due after this information was confirmed, by your county, in XX/XX/XXXX. 

The shortage in the account is caused by two things. Your insurance increase, and the remaining shortage from last year. The calculations are correct, based on the fact that you are still paying Non Ad Valorem taxes, your insurance increased, and there was a leftover shortage from last year XXXX XXXX XX/XX/XXXX Good morning XXXX : Thank you for writing. I apologize for any upset our emails may have caused you. To best assist with this situation, I have forwarded your email to our Senior Research Team. they should contact you back tomorrow, prior to XXXX XXXX  EST via email at XXXX. You can chat with us by clicking the link in my signature below or email us at XXXX. 

Remember, you can view your account information and schedule one-time and automatic payments on your Rocket Mortgage account. 

Thank you, and have a wonderful day! 
XXXX XXXX XXXX XXXX Hello XXXX, Thank you for reaching out to us. My name is XXXX XXXX, I am with the Quicken Loans Senior Research Team. What my team does is take a closer look into the concerns and answer any additional questions you may have. I will be your point of contact as we are resolving your concerns. 

I apologize for the confusion this has caused. The shortage in the escrow account is due to the change in your insurance and your previous shortage. In XX/XX/XXXX, there was a shortage in the escrow account of {$530.00} that was spread over 60 months due to your loan modification. There have been roughly 12 payments made towards that shortage in the amount of {$8.00} each month. The remaining shortage from last year is {$430.00} plus the increase in your insurance caused the new shortage of {$520.00} ; we are now spreading this over 48 months as this is what is left of the previous 60 month spread. 

I have confirmed that the shortage is accurate and there is no error with the current analysis. Your payment, effective XXXX, will be {$1100.00} with the shortage. If you choose to pay the shortage in full the payment will be {$1100.00}.

Company response to consumer: Closed with explanation