Consumer complaint received 2025-12-09 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
On approximately XXXX XXXX XXXX I contacted Rocket Mortgage to inform them that I had received a City of XXXX assistance award letter promising approximately {$7900.00} to be applied toward my mortgage account. This was a municipal assistance award, not a tax bill. 
Rocket Mortgage 's Error : Despite my clear explanation, Rocket Mortgage misclassified this City of XXXX award letter as a County tax bill and used it to : Trigger an unauthorized off-cycle escrow analysis around XX/XX/year> Incorrectly increase my projected property taxes to approximately {$7900.00} Increase my XX/XX/year> mortgage payment to {$3100.00} ( up from approximately {$2500.00} ) Rocket Mortgage Has Admitted the Error : During a subsequent call with Rocket Mortgage 's property tax department , a representative expressly acknowledged that : The document was misunderstood The taxes have been corrected back to the accurate amount ( approximately {$4800.00} ) This confirms the payment increase was caused by Rocket Mortgage 's internal servicing error Current Harm : Despite admitting this error, Rocket Mortgage has : Failed to correct my XXXX payment amount in their system Stated I must pay the incorrect {$3100.00} amount or risk : Late fees Delinquency status Negative credit reporting Refused to fix the error before my XX/XX/year> payment due date My XXXX payment is not yet late. Today is XX/XX/year>, and I have 8 days until my due date. Rocket Mortgage has time to correct this before any harm occurs, but they are refusing to do so. 

FORMAL NOTICE SENT On XX/XX/year>, I sent Rocket Mortgage a formal Notice of Error under RESPA ( 12 C.F.R. 1024.35 ) via email demanding : Immediate correction of my monthly payment to reflect accurate tax information Written confirmation of no late fees or negative credit reporting Corrected escrow analysis statement Explanation of how this error occurred and prevention measures I have received no response as of the filing of this complaint. 

WHAT I WANT THE COMPANY TO DO IMMEDIATE CORRECTIVE ACTION ( By XX/XX/year> ) : Correct my XX/XX/year> payment amount to reflect the accurate escrow calculation using the correct property tax amount ( ~ {$4800.00} ) Provide written confirmation that : No late fees will be assessed No delinquency will be reported No negative credit reporting will occur related to this servicing error Issue a corrected escrow analysis statement showing : Accurate property tax amount Correct monthly payment amount Explanation of the correction ACCOUNTABILITY & COMPENSATION : Written explanation of : How a City assistance award letter was misclassified as a county tax bill What department/system made this error Quality control measures to prevent recurrence Compensation review for damages including : Emotional distress caused by threats of credit damage and late fees Medical harm ( my husband has diagnosed XXXX XXXX and experienced a significant episode requiring increased medication and emergency attorney contact due to fear of losing our home ) Time and administrative burden ( 10-15+ hours spent identifying and documenting Rocket 's error ) Potential credit damage from threatened reporting Legal consultation costs SUPPORTING DOCUMENTATION I have the following documentation available : - City of XXXX assistance award letter ( XX/XX/year> ) - Rocket Mortgage escrow analysis showing inflated payment ( {$3100.00} ) - Call records and notes from conversations with Rocket representatives- Formal RESPA Notice of Error sent XX/XX/year> - Timeline of events and communications - Medical documentation available for household XXXX exacerbation URGENCY This complaint is time-sensitive. 

My payment is due XX/XX/year> ( 8 days from today ) Rocket Mortgage admitted their error but refuses to correct it before the due date I am at imminent risk of undeserved late fees and credit damage My household has experienced significant medical and emotional harm

Company response to consumer: Closed with explanation