Consumer complaint received 2025-04-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
I am submitting this complaint regarding Rocket Mortgage 's failure to pay my homeowners insurance on time, leading to a lapse in coverage, forced-placed insurance, and significant financial burdens for my wife and me. 

On XX/XX/XXXX, we received a notice stating that our homeowners insurance was past due. Over the next XXXX days, my wife and I made multiple calls to Rocket Mortgage to resolve the issue. We were repeatedly informed that they could not see the renewal invoice online. After several conversations, on XX/XX/XXXX, a Rocket Mortgage representative instructed my wife to email a copy of the renewal bill to XXXX for payment. She did so on XX/XX/XXXX, and we received a confirmation email the same day. 

Despite this, in XX/XX/XXXX, we received another letter stating that we did not have coverage, and Rocket Mortgage was placing a forced-placed insurance policy. We immediately contacted Rocket Mortgage and XXXX XXXX, trying to resolve the issue. My wife insisted that Rocket Mortgage fix the problem, as it was their error. On XX/XX/XXXX, she forwarded the original XX/XX/XXXX, email to the same address with a note stating, " XXXX Notice - Fix This. '' We received another confirmation email. When we checked Rocket Mortgage 's online portal XXXX days later, it indicated that everything was resolved and that the check had been mailed. 

However, nearly XXXX weeks later, we received the check back from XXXX XXXX, stating that the coverage could not be renewed. Upon contacting them, they confirmed that we had no coverage and that it was too late to renew the policy. As a result, we had to seek alternative coverage, but we were unable to secure a new policy without a new inspection. We paid for an inspection and were told that we needed to replace our water heater. After replacing it, we ordered another four-point inspection, which then indicated that we needed to remove a deck. Despite these efforts, we have been unable to find comparable coverage. 

Every time we contact Rocket Mortgage, they attempt to shift the blame onto someone else. They have provided inconsistent explanations, including its the insurance agents fault the policy was " self-pay, '' despite the fact that we this was never mentioned to us. We were told to send them the the bill to pay and they withdrew our monthly payments. Most recently, my wife was told that the initial email did not contain the correct documentation for payment. However, she sent was she was told too and the check was mailed after the second email was sent. Then, they claimed that the original email did not include our loan number, even though it did. Next, they stated they could not see the address, despite it being typed in the body of the email. 

Under Florida law, Rocket Mortgage is required to provide comparable coverage for XXXX years at the same rate. They are refusing to do so, leaving us without homeowners insurance and subjecting us to a surcharge for a coverage lapse for the next XXXX years. Additionally, we have incurred out-of-pocket expenses for inspections and have spent countless hours on the phone attempting to resolve this issue. 

I am requesting that the CFPB investigate Rocket Mortgage 's mishandling of our homeowners insurance payment, hold them accountable for their negligence, and ensure that they provide us with the required comparable coverage

Company response to consumer: Closed with explanation