Consumer complaint received 2025-08-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: MS

Complaint narrative:
On XX/XX/year> we uploaded our new hazard insurance information to XXXX  as requested by the mortgage company ( Rocket Mortgage ). I received the following email the next day : " Thank you! Your insurance information has been reviewed and updated using the details provided. No further action is required at this time. 

Checking your policy status is easy! Go to XXXX XXXX XXXX/RocketMortgage to access your policy information, view payment details or upload documents '' * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * On XX/XX/year> we received this letter dated XX/XX/year> from Rocket Mortgage : " Subject : Second and final notice - Please provide hazard insurance information for property address : XXXX XXXX 
This is your second and final notice that our records show that your hazard insurance has expired, and we do not have evidence that you have obtained new coverage. Because hazard insurance is required on your property, we plan to buy insurance for your property. You must pay us for any period during which the insurance we buy is in effect but you do not have insurance. 

The insurance we buy : Will cost an estimated {$3100.00} annually, which XXXX be significantly more expensive than insurance you can buy yourself........ '' * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * * I then called the number listed on the letter XXXX to speak with a person about our confusion. I called 3 times but was not able to speak to a real person, just a constant automated message. The automated message verified that our insurance was up-to-date, with our XXXX 's information. So now, we've received an email saying it's updated and the automated system says it's updated, but they sent a letter saying it's not and that they are purchasing insurance for us! 

I then called a different # XXXX and after being transferred 3 times, I finally spoke with a lady ( XXXX or XXXX, not sure exactly ). I explained our frustration and asked her why we received the letter. Her reply : " I don't know why they didn't update the system because we show that you do not have hazard insurance. '' So I asked why the email said it was updated and the automated system said it was updated but she doesn't show it updated. Her reply " I don't know. But it's a good thing this call was sent to me because I will be able to cancel the insurance we purchased for you. '' Seriously?? Rocket Mortgage can't make sure all of their employees in every department knows that the information is updated? And then they think it's perfectly legal to purchase unecessary insurance for us at an incredibly increased amount? 

No! We think this was an intentional fraudulent trap. Pretend that you don't know the insurance is updated so you can charge us more on our monthly payment to pay for insurance that you purchased but was not needed. And then, make it almost impossible to get that money refunded! 

We have mortgages with XXXX other companies and have NEVER had this problem. If you ask your customers to upload their insurance information to a certain website, then you, and you alone, should be the ones responsible for making sure ALL departments are aware of this new information. 

As the customer, it IS NOT, and NEVER SHOULD BE, my job to call and make sure ALL departments know that I've uploaded the information. 

Our next mortgage payment is due to be drafted the first week of XXXX, and there better not be an increase to cover this fraudulent insurance you've placed on our account.

Company response to consumer: Closed with explanation