Consumer complaint received 2023-01-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: Rocket Mortgage, LLC
State: WA

Complaint narrative:
I am writing this complaint because of a huge mistake my mortgage company, Quicken Loan/ Rocket Mortgage XXXX made when they analyzed my XXXX taxes. 
I am on a XXXX XXXX XXXX with XXXX XXXX, XXXXXXXX XXXX to reduce my taxes. I was accepted to the program but not before my first tax payment went out. ( {$2800.00} ) When the second payment was sent out, it was much, much lower due to the adjustment they made by me joining the program ( {$340.00} ). This mistake has raised the mortgage payment almost XXXX XXXX monthly and basically negates the discount received from the XXXX XXXX XXXX. 

Rocket Mortgage used this number {$390.00}, instead of the {$340.00}, I think perhaps they read the number wrong, superimposed them perhaps. Either way, they used the {$390.00} for both payments and multiplied it by XXXX, making our total taxes for the year {$790.00} when in reality what was paid was {$3100.00}. By using the wrong numbers for the taxes then adding our insurance, they created a XXXX escrow shortage. The insurance amount was correct. 

They then sent an escrow analysis on XX/XX/XXXX showing the shortage for XXXX. When I called to make them aware of the mistake, sometime after XX/XX/XXXX, I was put off by the client relationship person. He basically said they paid, I have to pay, end of conversation. The second person I talked to didnt even want to listen to what I had to say and told me to send documentation to their servicing help center. 

I sent an email on XX/XX/XXXX, with documentation to their servicing help center, showing the error in their math and requested they write off their mistake as we as clients trust them to do their analyses correctly and accurately. I felt that this was their mistake and they should rectify it. I don't feel I should pay for their mistake. I should be able to trust my mortgage company to do their analyses accurately. I got notification on XX/XX/XXXX that they received my information. They sent a new escrow analysis which corrected the tax amount but still left me with a XXXX shortage. There was no apology, no acknowledgement of the mistake. I then sent the same info to the CEO of Rocket Mortgage Companies on XX/XX/XXXX, and have not heard back. 

In the meantime I get a call from their Senior research team on XX/XX/XXXX basically telling me that Rocket will never write this off as their policy is that they pay taxes and expect us to pay them back, and I am fully responsible for their mistake. He gave me options to pay back but to me paying this back is something I shouldn't have to do. 

I have had several mortgages over the years and none of those companies have created one error. My loan gets bought out by Quicken Loans/ Rocket and I have nothing but trouble from the get go. The trouble started the very first month and just snowballed over the years. At this point, this latest mistake is the straw that broke the camels back and thus my complaint. Now I wish I wouldve filed a complaint earlier. 

I have not attached any documentation to this complaint because Rocket Mortgage already has this documentation. I will gladly send these documents as amendments if the CFPB wishes me to.

Company response to consumer: Closed with explanation