Consumer complaint received 2026-03-05 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: PA

Complaint narrative:
NEW COMPLAINT - FHA LOSS MITIGATION VIOLATION AND ONGOING ESCROW OVERCHARGE Date : XX/XX/XXXX Complaint Type : Mortgage - Escrow Account and FHA Servicing Violations Loan Type : FHA NATURE OF COMPLAINT I am filing this NEW formal complaint against Rocket Mortgage for : VIOLATION OF FHA LOSS MITIGATION REGULATIONS- Rocket refused to provide loss mitigation assistance, falsely stating I must be in default first ( violation of HUD XXXX requirements for early intervention ) ONGOING ESCROW OVERCHARGE WITH INADEQUATE EXPLANATION - Despite having a positive escrow balance, Rocket charges me $ XXXX more when my actual costs only increased $ XXXX, and refuses to provide the projected cost figures that justify this increase Previous CFPB Complaints : Case # XXXX ( closed - Rocket claimed " no error '' ) Case # XXXX ( closed - Rocket explained past transactions but failed to answer ongoing overcharge questions ) This is a NEW complaint because : Rocket 's previous responses did not address the FHA violation Rocket still has not provided the XXXX analysis showing projected costs The mathematical discrepancy remains unresolved I am suffering ongoing financial hardship VIOLATION # XXXX : FHA LOSS MITIGATION REFUSAL What Happened : Due XXXX the significant mortgage payment increase ( detailed below ), I contacted Rocket Mortgage to request hardship assistance and explore loss mitigation options. Rocket 's Response : A Rocket Mortgage executive named XXXX told me that I could not receive any assistance unless I was first in default on my mortgage payments. My Situation : I have never missed a payment or been in default I have made all payments on time despite significant financial hardship I am a responsible FHA borrower trying to avoid default I sought help proactively before missing any payments Why This Violates FHA Regulations : According to FHA Servicing Guidelines ( HUD 4000.1, Section II.A.3.a.i ), mortgage servicers must : Evaluate borrowers for loss mitigation BEFORE default occurs Provide early intervention to borrowers showing signs of financial difficulty Offer options including forbearance, loan modifications, payment plans, and partial claims Help borrowers avoid default, not wait until after it happens FHA regulations specifically state : " The Mortgagee must ... evaluate the Borrower for all available Loss Mitigation Options for which the Borrower may qualify ... The Mortgagee is encouraged to engage in Loss Mitigation activities prior to a Borrower 's default. '' Borrowers do NOT need to be in default to request or receive loss mitigation assistance under FHA guidelines. Rocket 's Violation : By requiring that I default before providing assistance, Rocket Mortgage : Provided false information about my rights under FHA regulations Violated HUD 4000.1 requirements for early intervention Discouraged me from seeking help I am entitled to receive Created an impossible choice : continue suffering financial hardship OR intentionally default to get help Failed their duty as an XXXX servicer to prevent defaults through early intervention Financial Hardship Documentation : The payment increase is causing me documented financial hardship : Total Debt Obligations : ~ {$71000.00} Home loan ( Rocket ) : {$62000.00} Personal loans : {$6100.00} Credit cards : {$2800.00} Collections : {$0.00} ( paid in full ) Student loans : {$0.00} ( paid in full ) Auto loans : {$0.00} ( paid in full ) Impact : Monthly payment increase : $ XXXX Annual payment increase : $ XXXX This represents significant burden on my fixed income Affects my ability to manage other financial obligations I am trying to avoid default, not cause it I should not be required to destroy my credit and enter default to receive assistance when I am trying to work proactively with my servicer. VIOLATION # XXXX : ONGOING ESCROW OVERCHARGE - INADEQUATE EXPLANATION The Core Issue : My monthly mortgage payment increased from {$620.00} to {$750.00} ( increase of $ XXXX or $ XXXX ). However, my actual annual housing cost increases total only $ XXXX ( $ XXXX ). This means I am being overcharged approximately {$1200.00} per year for costs that do not exist. My Actual Cost Increases : Homeowner 's Insurance : $ XXXX $ XXXX = $ XXXX increase Private Mortgage Insurance ( PMI ) : ~ $ XXXX $ XXXX = XXXX XXXX XXXX XXXXXXXX increase XXXX XXXX Property Taxes : No increase = {$0.00} TOTAL ACTUAL INCREASE : $ XXXX = $ XXXX What Rocket Should Be Charging : If my costs increased by $ XXXX : {$360.00} 12 months = $ XXXX increase New payment should be : {$620.00} + {$30.00} = $ XXXX What Rocket Is Actually Charging : New payment : $ XXXX Actual increase : $ XXXX Overcharge : $ XXXX or $ XXXX Rocket 's Current Escrow Balance : According to Rocket 's own XX/XX/XXXX response to my previous complaint : My escrow balance as of XX/XX/XXXX XXXX POSITIVE {$1300.00} This means : There is NO shortage There is a SURPLUS Yet my payment remains permanently increased by $ XXXX This makes no mathematical sense. What Rocket Has Failed To Provide : I have now filed XXXX complaints requesting that Rocket provide : Projected annual insurance cost used in the {$750.00} payment calculation : NEVER PROVIDED Projected annual property tax cost used in the calculation : NEVER PROVIDED Required escrow cushion amount and how it was calculated : NEVER PROVIDED Mathematical explanation of how {$360.00} actual increase becomes {$1500.00} payment increase : NEVER PROVIDED Rocket 's Previous Responses : First Response ( XX/XX/XXXX ) : Claimed " no error occurred '' Did not provide any projected cost figures Did not explain the payment calculation Second Response ( XX/XX/XXXX ) : Explained how my {$800.00} payment in XX/XX/XXXX was applied to past deficit ( I accept this explanation ) Showed transaction history from XX/XX/XXXX to XX/XX/XXXX ( I understand this ) Showed current escrow balance is POSITIVE {$1300.00} ( This proves no shortage exists ) BUT FAILED TO EXPLAIN : Why payment remains $ XXXX higher when costs only increased $ XXXX DID NOT PROVIDE : Projected insurance, tax, or cushion amounts used in the calculation Rocket explained the PAST but refuses to justify the FUTURE. The Escrow Analysis Rocket Won't Share : In their XX/XX/XXXX response, Rocket referenced an " Escrow Analysis Statement dated XX/XX/XXXX '' but did not include this document in what they sent through the CFPB XXXX. This document should show : Projected annual insurance premium Projected annual property taxes Projected annual PMI Required escrow cushion How these figures justify the {$750.00} monthly payment I need to see this document to understand what Rocket is basing the payment increase on. Possible Explanations for the Overcharge : The only logical explanations for this discrepancy are : Rocket is using an incorrect projected insurance cost ( perhaps still including the canceled XXXX XXXX policy in addition to the current XXXX policy ) Rocket is making a mathematical error in their escrow analysis calculation Rocket is improperly treating a one-time deficit as an ongoing cost increase Rocket is charging an excessive or improperly calculated cushion amount Without seeing the Escrow Analysis with projected figures, I can not determine which error is occurring. PATTERN OF NON-COMPLIANCE Rocket Mortgage has demonstrated a pattern of failing to comply with federal regulations : RESPA Violations : Failed to provide adequate written explanation of escrow calculations despite XXXX complaints Failed to provide requested escrow analysis documentation Responses do not satisfy RESPA requirements for reasonable investigation FHA Violations : Refused to evaluate loss mitigation options without requiring default first Violated HUD XXXX requirements for early intervention Failed duty as XXXX servicer Transparency Failures : Will not provide projected cost figures that justify the payment References documents but does not provide them Answers different questions than what was asked REQUESTED ACTIONS I respectfully request that the CFPB : Regarding the FHA Loss XXXX Violation : Investigate Rocket 's practice of requiring default before providing loss mitigation assistance to FHA borrowers XXXX Rocket to immediately evaluate me for all appropriate loss mitigation options in compliance with HUD XXXX XXXX without requiring that I first default on my loan Determine if this is a systemic issue - whether Rocket is routinely denying early intervention assistance to other FHA borrowers in violation of federal regulations Require Rocket to correct their policies, procedures, and training to comply with FHA requirements for proactive loss mitigation Refer this matter to HUD 's XXXX of XXXX for XXXX XXXX XXXX FHA XXXX XXXX Regarding the Escrow Overcharge : Require Rocket to provide the complete Escrow Analysis Statement dated XX/XX/XXXX ( which they referenced but did not send ) Require Rocket to provide line-by-line breakdown : Projected annual homeowner 's insurance : $ ______ Projected annual property taxes : $ ______ Projected annual PMI : $ ______ Required escrow cushion : $ ______ Calculation showing how these equal $ XXXX payment Require mathematical reconciliation showing : How actual cost increases of $ XXXX ( $ XXXX ) Justify payment increase of $ XXXX ( $ XXXX ) Account for the $ XXXX difference Require explanation of why a positive escrow balance of {$1300.00} requires my payment to remain $ XXXX higher permanently Require Rocket to correct the error if their projected costs are inflated or miscalculated, and : Reduce my monthly payment to reflect actual costs Refund overpayments since XX/XX/XXXX Provide corrected escrow analysis Keep this complaint open until Rocket provides the specific information requested above CONCLUSION Summary of Issues : FHA Violation : Rocket refused to provide loss mitigation assistance without default, violating federal regulations designed to help borrowers XXXX default Escrow Overcharge : Rocket charges me $ XXXX more when actual costs only increased $ XXXX, yet refuses to provide the projected cost figures that would justify this increase Positive Escrow Balance : My escrow has a {$1300.00} surplus ( per Rocket 's own records ), yet my payment remains permanently elevated Pattern of Non-Compliance : Rocket has failed to adequately respond to XXXX previous complaints, consistently avoiding the specific questions asked I am a responsible FHA borrower who : Has never missed a payment Tried to work proactively with Rocket to address financial hardship Has been making overpayments of XXXX XXXX for months Deserves clear answers about why I'm being overcharged I should not be forced to : Default on my loan to receive assistance I'm entitled to receive before default Continue paying $ XXXX more than my actual costs justify File multiple complaints to get basic information about my escrow calculation This complaint will remain unresolved until : Rocket evaluates me for FHA loss mitigation options without requiring default Rocket provides the escrow analysis showing projected costs that justify the {$750.00} payment The mathematical discrepancy is explained or the payment is corrected Thank you for your assistance with this serious matter. Respectfully submitted, Date : XX/XX/XXXX 2026

Company response to consumer: Closed with explanation