Consumer complaint received 2024-05-15 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
I am writing you because Im being placed under Mortgage Stress, which as a borrower places me under undue financial pressure, to the point where I can not meet the monthly mortgage repayments or cover other household needs because of the demands Rocket Mortgage , LLC has placed upon me. 

As a mortgage lender, you have a fiduciary duty that includes a requirement that as a mortgage lender, you place the economic interest of the borrower ahead of Rocket Mortgages own economic interest. 

I know that an escrow account is a type of savings account managed by you, Rocket Mortgage , LLC, my lender. As you know, it means that your company sets aside money for things like homeowners insurance and property tax payments. With an escrow account, my homeowners insurance will be paid yearly by Rocket Mortgage , LLC. 

On XX/XX/XXXX, I received a telephone call from your representative, XXXX. XXXX informed me that Rocket Mortgage , LLC had paid XXXX ( XXXX ) homeowners insurance for the above listed property. This was the first time I was made aware of Rocket Mortgages error in paying my escrow money to both XXXX XXXX and XXXX, the latter I did authorize, and I closed my mortgage with Rocket Mortgage , LLC during the previous year. XXXX spoke with a XXXX XXXX representative while I was on the line, however, we did get cut off from XXXX XXXX. But, XXXX, did let me know that hed sent XXXX  XXXX  a copy of my Declaration Page from XXXX, that I was insured by them, and that XXXX XXXX should cancel their Declaration for XX/XX/XXXX to XX/XX/XXXX. 

On XX/XX/XXXX, I received a disturbing email from a Rocket Mortgage , LLC representative named XXXX XXXX, Servicing Escalation Specialist Supervisor. I replied to XXXX XXXX email letting her know that I didnt know who XXXX XXXX  is or was and I did not authorize them to insure my property. I also sent her the transcript voicemail that your representative XXXX left for me. 

On XX/XX/XXXX, I received another disturbing email from XXXX XXXX that the voicemail transcript I sent to her does not say what I stated. I said via email, but your representative was told that over the telephone. XXXX XXXX tone with me was very hostile, harassing, and threatening over the telephone once I spoke with her. There was the exchanging of several emails between XXXX XXXX and I on this date with me letting her know that I did not receive a refund from XXXX XXXX, and that I thought the refund had been sent to XXXX since that was my understanding from Rocket Mortgage , LLC, XXXX, and XXXX. During telephone conversations XXXX XXXX made verbal threats how Rocket Mortgage , LLC would report my nonpayment of my mortgage to the various credit bureaus, and it would have a negative impact on my credit! XXXX XXXX stated that Rocket Mortgage , LLC could offset the increased escrow payments for 24 months to try to help me. I said this does not help me because I didnt do anything wrong, and I can not afford the increased mortgage payments. 

On XX/XX/XXXX, I sent an email request to backdate and cancel my XXXX XXXX Policy and issue and immediate refund, per the XXXX XXXX representative and XXXX XXXX instructions with my original homeowners insurance declaration page from XXXX for XX/XX/XXXX to XX/XX/XXXX. XXXX XXXX XXXX XXXX XXXX, ( XXXX ) XXXX, XXXX, was to contact me on Friday, XX/XX/XXXX, according to the representative, to let me know when XXXX XXXX would process my request. XXXX XXXX and I agreed that if we didnt hear from XXXX XXXX XXXX we would call her on Monday, XX/XX/XXXX. 

On XX/XX/XXXX, XXXX XXXX called me to find out had I called or heard from XXXX XXXX. When I replied no I had not, XXXX XXXX proceeded to contact XXXX XXXX at the direct number the XXXX Representative had given us on XX/XX/XXXX. There was no answer, so XXXX XXXX told me she left her a detailed voicemail ( I was on hold most of the time ). 

On XX/XX/XXXX, I contacted my Broker whod helped me with the closing of my mortgage since I was in Virginia at the time, and the property I was purchasing as my primary residence was in Texas. When I informed my Broker about what was happening to me and the threats I received from XXXX XXXX about my credit, she suggested that I write Rocket Mortgage a Letter of Complaint because this was not my fault. 

Therefore, here I am on XX/XX/XXXX, requesting that Rocket Mortgage either refinance or modify my mortgage at a lower interest rate, this can lower my overall mortgage payment potentially offsetting a larger escrow account balance requirement. Or can I also use refinancing or modification as a means of extending my loan term. 

This was an error that is clearly not my fault, and as a homeowner I should not be penalized for a mistake that I did not make. Fortunately, the federal law, the Real Estate Settlement Procedures Act ( RESPA ), provides a way for me to as you as my loan servicer to correct the overpayment error of homeowners insurance because Rocket Mortgage made a mistake when managing your mortgage payments. This law also allows me to get specific information about my account, which I am requesting also. This practice is illegal and undermines customer trust. 

If I am unable to resolve the escrow issue with Rocket Mortgage as my mortgage servicer, I will be forced to file a complaint with the Consumer Financial Protection Bureau ( CFPB ). I will also be forced to file a complaint with the government agency ( FHA ) that regulates Rocket Mortgage as a servicing agent.

Company response to consumer: Closed with explanation