Consumer complaint received 2024-03-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
I closed on my mortgage with rocket mortgage on XX/XX/XXXX My escrow payments were calculated according to the XXXX payment to the city of XXXX from the previous owner who used the property as a rental property. After closing I filed for a homestead exemption that was given to me and when my taxes were assessed in XXXX of XXXX my payment was {$990.00} which rocket mortgage paid from my escrow account. I received an escrow analysis from Rocket Mortgage at the beginning of XXXX showing the actual payment of XXXX versus the estimated payment of {$3000.00}. They then went on to show the projected amount for my escrow for XXXX using again the XXXX figure instead of the amount that I was charged with my homestead exemption of XXXX XXXX. I was told I was receiving a {$1900.00} escrow refund however because I was delinquent at the time and still am on my mortgage I have not received this overage and have requested that it be applied to my balance for use and helping me get caught up which rocket mortgage has refused. I contacted the servicing department on XX/XX/XXXX by email and requested to know why the actual amount of my taxes from XXXX were not used in calculating my escrow payments for XXXX I was sent back a vague reply from Rocket Mortgage seeming to indicate they did not think that I had paid in any taxes yet because they said that they didn't think my taxes would go up but they didn't want to lower it because they had to see what they would be when I got my first tax bill which had already happened and had already been paid. I wrote them back and tried to explain that they were still using tax figures from a previous owner and I had a homestead exemption and they had paid a significantly lower amount for my taxes the year before. While waiting for a response from this I contacted my mortgage banker who helped me secure my loan with Rocket Mortgage XXXX XXXX and asked her about this mistake and if she could explain to me why Rocket Mortgage wasn't seeing the mistake or if I was wrong. She assured me that it was not correct and that I should be paying into my escrow only enough to cover what I had paid in XXXX with my homestead exemption applied and said that I should continue to contact Rocket Mortgage and insist that somebody help me or escalate my issue to a supervisor. This was on XXXX the XXXX and I called Rocket Mortgage again and spoke to somebody from the escrow department for 25 minutes explaining the situation and they again said it wasn't wrong but told me I would have to get documentation and I told them I was looking at that moment at the XXXX XXXX XXXX XXXX XXXX website showing the amount that I had paid during XXXX for taxes and she said she would look at the website really quickly and see if she could see anything that would help me reduce the amount of time I would have to spend talking to XXXX XXXX XXXX XXXX to get information to back up my complaint when she came back on the line she told me that I was lucky because most of these websites don't have much information but she could clearly see what I had paid and she would forward the information to someone and possibly see if they could get it corrected before XXXX. I received a response to my email after that saying they could see I had talked to someone already and assumed my problem was resolved. My problem has not been resolved. I have not been contacted by anybody about lowering my escrow payments which according to them and their explanation of the way they are calculated should be about {$170.00} less a month than what I'm currently paying into escrow. being that I'm already behind and struggling to pay my mortgage can't get my overage applied to my mortgage delinquency this amount would go a significant way in helping me to be able to make my payments but I can not get anybody to address this issue and make these corrections.

Company response to consumer: Closed with explanation