Consumer complaint received 2026-03-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: GA

Complaint narrative:
I am submitting a complaint against my mortgage servicer, Rocket Mortgage, regarding an inaccurate escrow analysis, failure XXXX properly refund an escrow surplus, and potential billing errors within my escrow account. Initially, Rocket Mortgage reported an escrow shortage XXXX increased my monthly mortgage payment. After I contacted them XXXX dispute this, they recalculated the account XXXX determined there was actually an escrow overage. However, the refund amount being issued does not match the actual surplus reflected in the account, XXXX no clear explanation has been provided. Based on my records XXXX review of the escrow activity, the correct surplus amount is {$2100.00}. Rocket Mortgage is issuing a refund of only {$1400.00}, leaving a discrepancy of {$750.00} that has not been explained or justified. I have repeatedly requested a complete escrow analysis, including a detailed, line-by-line breakdown of : Total payments made into escrow Disbursements for property taxes, homeowners insurance, XXXX XXXX The escrow cushion calculation The exact surplus amount XXXX how it was determined Despite multiple requests, this information has not been provided. Additionally, I am requesting an explanation for apparent duplicate XXXX charges. My records show that XXXX was charged XXXX in XX/XX/XXXX and again XXXX in XX/XX/XXXX. These charges require review XXXX clarification, as they may have impacted the escrow balance XXXX contributed XXXX the inaccurate surplus calculation. I have attempted XXXX resolve this issue directly with Rocket Mortgage on the following dates : XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX XX/XX/XXXX During these communications, representatives acknowledged errors in the account, stating that the math is not adding up XXXX there is an error in your account but we are unable to correct this. I have spent several hours on the phone and have repeatedly been told the issue would be reviewed, but no resolution has been provided. Under RESPA requirements, any escrow surplus greater than {$50.00} must be refunded XXXX the borrower. The amount being refunded does not reflect the full surplus owed XXXX appears XXXX be incorrect. I am requesting the following : XXXX. A corrected and complete escrow analysis XXXX. A full refund of the verified surplus amount of {$2100.00} XXXX. A written explanation of the calculation discrepancy XXXX prior errors XXXX. A detailed review and correction of any duplicate PMI charges, including reimbursement -- - * * Escrow Surplus Calculation Summary * * * * Analysis Period : * * XX/XX/XXXX XX/XX/XXXX * * Total Escrow Contributions : * * Monthly escrow payments : {$10000.00} Beginning balance : {$1900.00} * * Total Paid into Escrow : * * {$12000.00} * * Total Escrow Disbursements : * * PMI : {$2400.00} Homeowners Insurance : {$2500.00} Property Taxes : {$4100.00} * * Total Disbursed : * * {$9100.00} * * Remaining Balance : * * {$3300.00} Required Cushion : {$1100.00} * * Actual Surplus : * * {$2100.00} * * Refund Issued : * * {$1400.00} * * Difference Owed : * * {$750.00} -- - * * Summary of Issue : * * The escrow account reflects a surplus of {$2100.00} after accounting for all disbursements and the required cushion. However, Rocket Mortgage is issuing a refund of only {$1400.00}. The remaining {$750.00} has not been explained or accounted for. Additionally, there are potential duplicate PMI charges that XXXX have impacted the escrow balance and require investigation. This issue remains unresolved despite multiple attempts to work directly with the servicer. I am requesting assistance in obtaining a correction, proper refund, and full accounting of my escrow activity.

Company response to consumer: Closed with explanation