Consumer complaint received 2025-05-25 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Fees charged
Company: Rocket Mortgage, LLC
State: UT

Complaint narrative:
In late XXXX I received a letter from Rocket Mortgage indicating that we may qualify to have our PMI removed. The XXXX bullet points listed on the letter stated that if we XXXX ) Had good payment history for 2 years and XXXX ) Our house had not decreased in value that we would be able to remove our PMI. 
We have never once been late on a payment and I was sure our house had not declined in value so on XX/XX/XXXX at XXXX MST I called rocket mortgage to request the PMI payment be removed from our mortgage payment. They explained that they would need to conduct a home appraisal prior to removing it ( I understood this to be necessary to determine that the value of the home had not decreased ). On the call I specifically stated that if having good payment history XXXX years and my home not declining in value would be all that is required for PMI to be removed then yes I would move forward and agree to pay the {$190.00} for the home appraisal. They proceeded with confirming the home appraisal. 
The home appraisal took place on XX/XX/XXXX. A few days later I received a letter in the mail from Rocket Mortgage stating that the home appraisal would need to be {$650000.00} or higher in order for XXXX  to be removed. I was extremely shocked - knowing that our home would not appraise for that amount ( this was prior to me receiving the appraised amount ). I immediately called Rocket Mortgage to inquire where the {$650000.00} amount had come from, they then explained that their were stipulations around how it was calculated and that it was not just that my home had not decreased in value. As that was not made clear to me prior to the appraisal I requested to be refunded the {$190.00}. A few days later a specialist reached out and declined my request. 
I sent another email with additional context requesting a refund but was declined again. They stated they had reviewed the call and determined the appropriate information was communicated. As the consumer, I did not feel it had been communicated clearly. I asked for a more in depth explanation which they did not provide. I then asked for them to send the call recording so I could identify what was communicated from Rocket Mortgage, as well as myself. They refused to share the call recording. 
I did not sign any paperwork agreeing to pay the {$190.00} for the home appraisal. My agreeing to make the payment and the TERMS under which I agreed to pay are only available in that phone call. 
Had I been told on the phone call the amount my home needed to appraise for I would have declined the appraisal. I am not upset with their terms surrounding PMI removal, but rather how that was communicated to me as the consumer and that I am being refused access to the only evidence of the terms under which I agreed to pay for the appraisal. For consumer protection moving forward, I believe it would be beneficial for them to communicate the required appraisal amount prior to the appraisal taking place. 
I would like to either receive the call recording ( call made on XX/XX/XXXX at XXXX XXXX ) or a refund for the {$190.00} appraisal fee. 
Please let me know if this is something you are able to help me with. I appreciate your time and work looking into this matter.

Company response to consumer: Closed with explanation