Consumer complaint received 2026-05-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: NM

Complaint narrative:
I am submitting this complaint as a continuation and clarification of my prior CFPB complaint regarding Rocket Mortgage. I unintentionally used the feedback section of the prior complaint to raise additional substantive concerns because I did not understand the CFPB process. I believed I was continuing or escalating my dispute, but I later realized I was only providing feedback on Rocket Mortgage 's response. I am therefore submitting this complaint to ensure my unresolved concerns are formally reviewed and included in the record. My concerns remain unresolved and involve both the escrow calculations and the handling of my mortgage payments. Rocket Mortgage stated that lender-placed insurance ( LPI ) was partially cancelled and that only approximately {$600.00} remained for the coverage lapse period from XX/XX/XXXX through XX/XX/XXXX. However, I paid my XXXX homeowners insurance premium in full through XX/XX/XXXX. I do not understand why substantial escrow charges, shortages, and escrow advances continue to be assessed if my insurance premium had already been paid. I also discovered that payments I made were placed into " partial payment/unapplied '' status rather than being applied toward principal, interest, and escrow. I made payments believing they were satisfying my mortgage obligations and reducing my loan balance. Instead, funds appear to have been held without being applied to the loan. I am concerned that this handling created the appearance that I was not making payments despite Rocket Mortgage receiving my funds. I am concerned this may have caused : Additional accrued interest Increased payoff amounts Escrow shortages or advances Potential late fees or penalties Distortion of my payment history Inaccurate representation of my account status I am requesting : XXXX. A complete escrow reconciliation showing all charges, refunds, shortages, reserves, and calculations XXXX. Confirmation that my XXXX premium paid through XX/XX/XXXX was properly incorporated into escrow calculations XXXX. A complete payment application history showing : payment date received amount received whether funds were held as unapplied/suspense funds date funds were released how payments were ultimately applied XXXX. Confirmation whether unapplied funds caused additional interest charges, increased payoff amounts, or affected account status XXXX. Correction of any account servicing errors and reversal of any resulting fees, penalties, excess interest, or other charges if errors are identified I request that my account be restored to the position it would have been in had payments been correctly applied and the account accurately maintained. I also wish to note an additional concern. While researching my situation, I observed numerous public reports and customer complaints from individuals identifying themselves as former XXXX XXXX customers after servicing transfers to Rocket Mortgage. Some described issues involving escrow changes, insurance handling, payment application, and unapplied funds that appear similar to my experience. I can not independently verify the accuracy of those reports, and I am not relying on them as evidence for my individual complaint. However, the similarity of those concerns increased my concern that the issues affecting my account may not be isolated and reinforces my request for a detailed review and accounting of my loan servicing history.

Company response to consumer: Closed with explanation