Consumer complaint received 2026-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: MD

Complaint narrative:
Subject : Demand for Resolution Escrow Funds Collected Without Accounting, Improper Force-Placed Insurance, and Servicing Errors To Whom It May Concern, I am formally demanding immediate resolution of serious mortgage servicing errors, including the collection of escrow funds for homeowners insurance without proper accounting, improper force-placed insurance charges, and ongoing account mismanagement. Rocket Mortgage has collected escrow funds from me every month for homeowners insurance, as clearly reflected in their own escrow analysis statements. These statements demonstrate that a portion of my monthly mortgage payment was consistently allocated toward insurance costs year after year. However, my insurance carrier has confirmed in writing that, aside from one payment, they did not receive the disbursements Rocket Mortgage claims to have made. This creates a critical discrepancy : Rocket Mortgage has collected insurance funds from me on an ongoing basis but can not demonstrate that those funds were properly disbursed to my insurer. Despite multiple requests, Rocket Mortgage has failed to provide adequate proof that these escrow funds were paid to the appropriate insurer. I am requesting a clear and complete accounting of where these funds were applied. In addition, Rocket Mortgage charged approximately {$2600.00} in force-placed insurance for the XXXX period despite valid homeowners insurance being in place beginning XX/XX/XXXX. I made consistent payments directly to my insurer during this time. Rocket Mortgage has acknowledged an internal error related to a property unit discrepancy ( XXXX XXXX vs. XXXX XXXX ), yet has refused to reimburse this improper charge. This issue is not isolated. Rocket Mortgage has repeatedly initiated or threatened force-placed insurance, including again in XXXX, despite valid coverage being in place. I have received multiple conflicting notices regarding the addition and removal of force-placed insurance, further demonstrating ongoing servicing failures. As a result of these issues, my escrow account has been improperly managed, and my monthly mortgage payments have fluctuated significantly without clear or accurate justification. To resolve this matter, I am demanding the following : A full accounting of all insurance-related escrow funds collected and disbursed from XXXX through XXXX, including proof of payment, payee information, and confirmation that funds were received and applied by the insurer. A clear explanation of where escrow funds collected for insurance were applied if they were not received by my insurer. A full refund of the approximately {$2600.00} force-placed insurance premium for the XXXX period. A complete escrow reanalysis and correction of my account to remove any improper charges and adjust my monthly payment accordingly. Written confirmation that the property address discrepancy ( XXXX XXXX vs. XXXX XXXX ) has been permanently corrected across all systems. These issues have resulted in financial harm, ongoing payment instability, and significant administrative burden due to conflicting and inaccurate servicing records. I would also like to reiterate that I made multiple good-faith efforts to resolve this matter directly with Rocket Mortgage prior to filing this complaint. During these interactions, I received inconsistent and conflicting information from different customer service representatives regarding the handling of my escrow funds and insurance payments. Additionally, I received a written response from a specific representative ; however, I was subsequently unable to speak with that individual again despite requesting follow-up. Instead, I was required to repeatedly re-explain the situation to multiple representatives, none of whom were able to provide clear or consistent answers. This lack of continuity and accountability has created a significant and ongoing time burden, administrative strain, and unnecessary stress. I am requesting a prompt and complete resolution.

Company response to consumer: Closed with explanation