Consumer complaint received 2019-10-08
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: Rocket Mortgage, LLC (GA)

I refinanced my mortgage with Quicken Loans on XX/XX/2019. Quicken Loans admitted to an error in handling my escrow and now will not take ownership of that error. When I initiated the refinance I was very clear to the mortgage banker XXXX XXXX, I DID NOT want the escrow from my current loan rolled over into the new loan. I requested my escrow be used to pay my property taxes which were coming due. Between then and XX/XX/2019 when my closing was schedule, I spoke with several Quicken Loans representatives who assured me my escrow was scheduled to pay my property taxes. On the day of closing, before I signed the mortgage papers, the closing attorney called Quicken Loans. The representative, XXXX, reiterated again my property taxes were scheduled to be paid from my old loan ; stating would be paid by XX/XX/2019. This conversation was also heard by the witness Quicken Loans requires to complete the closing. 
On XX/XX/2019 after the three day period to rescind the mortgage agreement had passed, I am advised by Quicken Loans my escrow was not used to pay my property taxes but rolled over into the new loan. I spoke with XXXX XXXX, from the Escalation Team and explained the mishandling of my escrow. On XX/XX/XXXX, Ms. XXXX called me to advise the situation had been corrected. She explained the title company would repay the amount into escrow that should not have been paid from my new loan. When I asked Ms. XXXX about receiving a refund of the escrow from my old loan, she stated I would not be getting a refund as that money was rolled over into the new loan. On XX/XX/XXXX, I received a phone call from XXXX XXXX, an Escalation Team supervisor. Ms. XXXX basically repeated the same information explained by Ms. XXXX. Ms. XXXX did admit that a mistake was made by Quicken Loans and the resolution would be that the {$630.00} use to pay my property taxes from my new loan would be replaced. She stated since the {$980.00} escrow from my old loan was rolled over into the new loan I would not be receiving a refund. I explained to Ms. XXXX, this was not an acceptable resolution as I now have to come out of pocket, more money than anticipated to pay the full amount of my property taxes. Also, I will have to either pay a higher monthly mortgage on the new loan or find a way to make a lump sum payment into my new loan to replenish the escrow. 
I reviewed my mortgage documents several times ; there was nothing in the closing documents I signed that showed my escrow from the old loan being rolled over into the new loan. Ms. XXXX called me again on XX/XX/2019, in response to a letter sent to XXXX XXXX, Quicken Loans CEO. Ms. XXXX advised me again nothing further would be done regarding my escrow issue. She did say they would extend the additional funds required to replenish my new escrow over twenty-four months to keep my mortgage from going up to much. I advised her I would prefer that to a higher mortgage increase or having to pay a lump sum. I also advised her that it was still not an acceptable resolution to my having to pay more money than anticipated after refinance. Ms. XXXX did send me a copy of my Payoff Statement, which shows what happened to the escrow. This statement was not part of closing documents.