Consumer complaint received 2026-06-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
Our mortgage, like most, has been sold a couple times and now resides with Rocket Mortgage. The account number is : XXXX ; Address is XXXX XXXX XXXX XXXX, XXXX, CA XXXX From the beginning of the loan including during closing, escrow supplemental property taxes were collected, and Rocket Mortgage continued to collect for these taxes monthly. Rocket Mortgage failed to pay the supplemental property tax on time and late fees of {$310.00} were accessed by the county. Rocket Mortgage used funds from our escrow account to pay the late fees. This was their mistake, not ours, and we demanded Rocket Mortgage reimburse us for their mistake. We filed a formal complaint with Rocket Mortgage on XX/XX/year>. While we received an apology from Rocket Mortgage and assurances the issue would be corrected, the issue was not resolved. We filed another formal complaint ( continuation ) on XX/XX/year> ( Copied below ) : " Formal Complaint ( Continuation ) on Loan Number : XXXX XX/XX/year> Loan Number : XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX We are submitting a Formal ( Continuation ) Complaint and Notice of Error under RESPA regarding the handling of our supplemental property tax payments and other errors identified below. Since receiving your email below dated XX/XX/year> we have receive several conflicting voicemails in response. These voicemails first acknowledge your error and submission to resolve, to circling back and basically stating you're not fixing the problem. Here are the calls we received and dispositions : XX/XX/year> - Received call from XXXX in XXXX XXXX Department Message : XXXX first apologized for your error in paying the late penalty fees for our supplemental property taxes from our escrow account, and provided assurance we would receive reimbursement, and to expect resolution within the next week. XX/XX/year> - Received call from XXXX ( Supervisor ) in XXXX XXXX Department ( Note, XXXX is the original person we spoke with regarding your error ) Message : Monitoring account and the case is being reviewed ( even though previous call from XXXX agreed it was Rocket Mortgage error and we would receive reimbursement ) XX/XX/year> - Received call from XXXX XXXX : Stated we would not be reimbursed for the penalty fees for late payment of the supplemental property taxes. Stated reason being it is the homeowners responsibility to pay these taxes. ( Note, XXXX completely ignored the fact that during closing escrow supplemental property taxes were collected and transfered to Rocket Mortgage. Additionaly, Rocket Mortgage was collecting for these taxes monthly making it your responsibility to pay, and you did pay but late. ) ( Note, all voicemails were saved ) Given the above, we are still expecting reimbursement of the {$310.00} of the late penalty fee you paid from our escrow account when it was your fault the payment was late. We did receive a new monthly statement in XXXX with revised monthy payment removing the supplemental property tax, and we received reimbursement for the excess supplemetal property taxes collected. BUT, on the new statement which includes the detachable payment stub, you have the wrong address for us. We don't live on XXXX XXXX. We live at the property address for the mortgage which is : XXXX XXXX XXXX XXXX, XXXX, CA XXXX. Please correct! Lastly, we've asked you before that when you call us you need to give more than just a first name. You ask us to call you back but without a last name or extension number your office never knows who XXXX or XXXX or anyone else is. Whenever you call us it always goes directly to voicemail without our phones ringing. Not sure how you're doing this and wonder if this is by design. We would appreciate if you would actually like to speak directly with us, and if not please provide sufficent information to call you back directly. Sincerely, XXXX & XXXX XXXX '' As you can see from the above, Rocket Mortgage agreed then reverse their position, ignoring the fact the error was their doing. Also note above, we've asked Rocket Mortgage to correct the address on the detachable payment stub as it is incorrect and they continue to ignore.

Company response to consumer: Closed with explanation