Consumer complaint received 2022-10-31
Company: Rocket Mortgage, LLC
State: NC
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I am having a problem with Rocket Mortgage Servicing. 
There seems to be a reoccurring problem within the servicing of the mortgage hazard insurance at Quicken Loans/ Rocket Mortgage XXXX 
In XXXX Rocket Mortgage failed to pay my insurance and I paid the policy on my Charge Card and was eventually reimbursed as Rocket finally paid the insurance company and they returned the money to me. I thought this was an unfortunate isolated mistake. 
A year later in XX/XX/XXXX I received a letter from XXXX XXXX notifying me that my policy will be cancelled on XX/XX/XXXX if payment is not made. I called XXXX they informed me that the policy payment had not been made. I immediately got XXXX XXXX XXXX and Rocket Mortgage on the phone to work together to make sure this was addressed. At the end of these conversations, I was assured that Rocket knew where to send the money and that this would be paid. I never thought about this again until XX/XX/XXXX. 
In XX/XX/XXXX rocket Mortgage completed an escrow analysis on my account providing me with a Refund and telling me my Mortgage payment was going up on XX/XX/XXXX. They highlighted three areas, Withdraw for XXXX XXXX in XX/XX/XXXX and two tax disbursements one in XX/XX/XXXX and One in XX/XX/XXXX. All indications appear the insurance was paid and the next due date is XX/XX/XXXX. 
On XXXX XXXX, Rocket sent me a letter via the US Mail that informed me that my insurance had expired on XX/XX/XXXX. The letter explained that they were going to Lender place insurance at considerably higher price and less coverage than I might normally carry. I immediately called XXXX XXXX XXXX and told them I got a letter about the policy lapsing in XX/XX/XXXX. XXXX informed me that the policy had lapsed in XX/XX/XXXX and was cancelled XX/XX/XXXX. I was confused as I am the one that initiated the call between both the mortgage company and insurance company and thought this was resolved a year prior. I immediately started trying to get answers as my property was not insured for a year. 
On Monday XX/XX/XXXX I called Rocket Mortgage and told them I had talked to XXXX  and they informed me that the insurance had not been paid for XXXX that this issue is not about XXXX. I wanted an explanation since it is the responsibility of the mortgage insurance department to pay the bill when it is due. The funds are collected monthly from my mortgage payment to assure there is money to cover the bill when it is due. I explained I know how Lender placed insurance works and that I should not have to pay a higher amount because they failed to pay my insurance. I talked to several people at XXXX no one with any real concern that my property insurance was not paid, no urgency that my home had not been covered by insurance for one full year. The first people I spoke with were XXXX and XXXX. I requested in writing that they research this and tell me what had happened, I further told them I know they have insurance venders that can cover my home until this is resolved under a blanket policy, they have for situations such as this. Those policies protect the lender and would also protect me in case of damage, while they are researching this. The person I was speaking to on the phone informed me even if the insurance is higher, it was ok I had plenty of money in my escrow account. You can imagine my concern that they think it is ok for me to pay more. I briefly informed them that could, short my escrow at analysis and cause a payment increase. 

After many calls and emails and no results I am reaching out to you for help, because the last conversation I had with Rocket was with the escalation Representative that was assigned to this case XXXX XXXX who repeatedly informed me during that call that I need to take some responsibility here since it is my job to make sure I am insured. It was Rockets responsibility to let me know that I was uninsured for 1 year and if something had happened, we all would be at a loss. 
I was very angry and loud and told them I would be Filing a complaint with the CFPB. This was delayed because of family illness see below.

1. I immediately responded to the notice about a one-month lapse in insurance 2. I investigated and found it was a year 3. I obtained my own Policy because I found I was uninsured. 
4. I worked with several people at XXXX and no one was able to provide and explanation 5. I have the support to provide to show the calls and emails I sent 6. I kept getting information from the Escalation Representative handling this but also the whole time from the insurance department informing me they are going to lender place 7. They sent a notice that they were setting up auto draft for biweekly payments 8. They sent me a bill for {$170.00} for the month of lapsed insurance 9. I requested a copy of the check where they paid the insurance only to find out they deposited that check into my escrow account and then refunded it to me. 

On XX/XX/XXXX, the last conversation I had with XXXX my Husband suffered a massive XXXX XXXX and spent 27 days in the hospital much of that time on life support, and then when released from the hospital his rehabilitation took months. The whole-time correspondence kept coming about our mortgage, 1. XX/XX/XXXX second and final notice 2. XX/XX/XXXX You owe us a XXXX because your Mortgage check was short 3. XXXX We need Proof of insurance 4. XXXX Thanks you for the proof of insurance XXXX 5. XX/XX/XXXX New correspondence that I owe proof of insure from XX/XX/XXXX to XX/XX/XXXX 6. XX/XX/XXXX notice they cancelled the forced place insurance from XX/XX/XXXX 7. XX/XX/XXXX We have charged your escrow {$170.00} for a lapse in insurance from XX/XX/XXXX to XX/XX/XXXX 8. XX/XX/XXXX We have cancelled the lender placed insurance, but you owe us XXXX 9. XX/XX/XXXX We plan to lender place insurance from XX/XX/XXXX to XX/XX/XXXX XXXX. XX/XX/XXXX Notice we have cancelled the Lender placed insurance and you now owe us {$1700.00} and we will be charging your escrow 11. XX/XX/XXXX we have Lender placed a policy for the time period of XX/XX/XXXX to XX/XX/XXXX XXXX. XX/XX/XXXX Payment change notice beginning XX/XX/XXXX a payment decreases. 
13. Your escrow payment is increasing. You have a shortage of {$2000.00} that is being spread over 12 months. Breaking Down The Numbers Current New Principal & Interest : {$1300.00} {$1300.00} Escrow Payment : {$310.00} {$330.00} Shortage : {$170.00} Monthly Payment : {$1600.00} {$1800.00} If you're enrolled in bill pay through your bank, please contact your bank to update your payment amount before your XX/XX/XXXX, payment. 

I need someone to step in and answer for me where are the notices sent to me during the time, I had no insurance because I was never notified. I could have lost my home. 
I took the initiative to call and get myself insurance once I knew no one was going to help me. Now everyone wants to cover that time where there was a lapse, I feel Rocket should cover this period or prove that during that time they tried to let me know I was not covered. My Husband and I have received so many notices from them all conflicting information and we have suffered a great deal of stress from all of this I can not get them to take any responsibility, so I am asking for your help.

Company response to consumer: Closed with explanation