Consumer complaint received 2026-04-01 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: LA

Complaint narrative:
MY XXXX XXXX I closed on the purchased our current home on XX/XX/XXXX. Sometime later our mortgage was taken over by Rocket Mortgage XXXX the escrow arrangement included insurance and property taxes. Our payments ( after a refinance with Rocket Mortgage ) were {$1300.00} monthly ( which included the escrow amount. I went online XXXX pay our mortgage XXXX found that the mortgage payment was {$1800.00}, so of course I called Rocket Mortgage after having a most difficult time finding a phone number for customer support. On their website they force you into dealing with an automated system that many times doesn't have the answers you are looking for, which in the real world requires a conversation with a human being ( which brought up my view on this type of situation that we build systems that real life does not fit in ). I digress.. I asked the representative why our mortgage was now so high. She couldn't give me an answer other than XXXX point out on their website XXXX area that I could find that our escrow account was lower than their minimum required amount. She couldn't tell me why but suggested that I check with our local tax assessor XXXX be sure our homestead exemption was in affect. I had filed for that exemption as soon as we purchased our home, XXXX that made sense. I needed XXXX go XXXX the XXXX XXXX office anyway XXXX freeze the appraisal amount, or in our case the purchase price of our home, which I did. And in my conversation with the rep at the XXXX XXXX office, she pointed out that our escrow was based on the value of our home that the previous owner had. It was in their family for a very long time XXXX was frozen at {$89000.00} as I recall. ( we purchased the home at {$260000.00} ). Again, we purchased our home in XX/XX/XXXX, made the payments through XXXX, XXXX now in XXXX we find this incredible increase due XXXX an escrow shortage. I found at the XXXX XXXX office that the property taxes had increased significantly, and it was paid from our escrow account by Rocket Mortgage, but my XXXX XXXX I were not notified of that increase. We could have handled the increase of {$160.00} a month, but again were not notified by Rocket Mortgage that there was an increase, so the deficit in our escrow account increased monthly without our knowledge, XXXX now there is a shortage of {$3100.00}. We certainly don't have that kind of money at the ready XXXX pay. Now we have only XXXX options - XXXX pay the escrow shortage of {$3100.00} and incur the increased payment of {$1500.00} monthly moving forward, or XXXX - pay {$1800.00} monthly for XXXX year XXXX make up for the escrow shortage, XXXX a year from now begin paying the increase from our original payments of {$1300.00} XXXX {$1500.00}. XXXX retired, my wife XXXX I rely on XXXX XXXX and my small retirement pension. Our income is just under {$65000.00} annually. So, Rocket mortgage has made life very difficult for us. What we had XXXX do was take out the amount of {$3500.00} from a small XXXX XXXX we have XXXX pay this month 's mortgage payment of {$1800.00} XXXX use the rest XXXX pay off the escrow shortage. So, this money we withdrew XXXX remedy this situation Rocket Mortgage created, will not earn what it otherwise would have if we didn't have XXXX use it XXXX pay for Rocket Mortgage 's mishandling of our escrow account.

Company response to consumer: Closed with explanation