Consumer complaint received 2026-06-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: CA

Complaint narrative:
CFPB XXXX XXXX Rocket Mortgage Mortgage XXXX XXXX XXXX Account XXXX XXXX RESPA / Regulation X Issues Loan No. : XXXX I am filing this complaint against Rocket Mortgage regarding a serious mortgage-servicing and escrow-accounting dispute. Rocket recently increased my monthly escrow requirement and claimed a significant escrow shortage. I dispute the accuracy and validity of this shortage because Rocket has not provided a complete written escrow ledger, has not fully reconciled prior escrow payments already collected from me, and has not provided sufficient documentation proving that the new escrow demand is correct. I submitted a formal Notice of Error and Request for Information / Qualified Written Request asking Rocket to validate the escrow shortage, provide a complete escrow ledger, and support all tax, insurance, and escrow disbursements with documentation. Rocket acknowledged receipt but directed me to contact the Servicing Team by phone instead of providing the requested written documentation and written explanation. This is not appropriate for a formal mortgage-servicing dispute involving escrow calculations, alleged amounts due, tax disbursements, insurance disbursements, payment application, and possible errors in account records. I need written documentation, not only verbal explanations. My concerns include : Rocket has not provided a complete escrow ledger showing all deposits, disbursements, shortage repayments, tax payments, insurance payments, corrections, reversals, and running escrow balances. Rocket appears to be treating a prior escrow shortage as a new shortage without first clearly reconciling all escrow payments already collected from me. Rocket has not fully explained why the shortage repayment structure changed and why the monthly escrow demand increased significantly. Rocket has not adequately supported certain tax disbursements that appear to have created the original escrow shortage. Rockets records appear inconsistent regarding homeowners/hazard insurance disbursements, and I am concerned that an insurance payment may have been duplicated or incorrectly included in the escrow analysis. Rockets online escrow information appears inconsistent with its mortgage statements regarding the escrow balance. Rocket has not identified the current owner/investor of my loan or explained whether Rocket is the loan owner, servicer, master servicer, subservicer, or acting on behalf of another investor. I believe this may involve potential RESPA / Regulation X issues, including failure to properly investigate and respond to a Notice of Error / Request for Information, failure to provide a complete escrow accounting, failure to validate an escrow shortage, possible payment-application errors, and possible unsupported escrow charges. I am not refusing to pay my mortgage. I have continued paying the undisputed monthly amount that Rocket previously accepted and applied. I dispute only the unsupported escrow increase and any additional amount based on an escrow calculation that has not been properly validated. I request CFPB assistance requiring Rocket Mortgage to : Provide a complete written escrow ledger from the time the disputed shortage was created through the present. Provide proof of all tax, homeowners/hazard insurance, and mortgage insurance disbursements charged to my escrow account. Reconcile all escrow payments collected from me and explain how each payment was applied. Explain the basis for the current claimed escrow shortage and the increased monthly escrow requirement. Correct the escrow analysis if any tax or insurance disbursement was duplicated, misapplied, unsupported, reversed, refunded, or incorrectly calculated. Identify the current owner/investor of my mortgage loan. Provide all substantive responses, calculations, and supporting documents in writing. Refrain from late fees, negative credit reporting, delinquency treatment, or collection activity based on the disputed escrow increase while the formal dispute is under review. I am requesting that Rocket Mortgage be required to validate the escrow shortage with complete documentation before demanding or collecting the disputed increased escrow amount.

Company response to consumer: Closed with explanation