Consumer complaint received 2026-04-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: AL

Complaint narrative:
Hi- I filed a previous complain - XXXX, but it was closed without my issue being resolved. Rocket Mortgage responded to the CFPB on XX/XX/XXXX then I received a series of correspondence from Rocket Mortgage making the issue more confusing. Due to Rocket Mortgage 's error by not paying my flood policy, Rocket Mortgage placed insurance for me - at a much higher premium. My mortgage payment increased by {$70.00} per month for XX/XX/XXXX and I was charged for an extra flood policy for my XXXX provider ( XXXX ). Rocket Mortgage credited my account and cancelled part of the flood policy, but my mortgage payment is still set to increase by {$46.00} in XX/XX/XXXX. I am requesting a refund, which Rocket Mortgage said it would provide in its XX/XX/XXXX letter, along with proof of coverage for the lapsed period, so I can provide to XXXX. The following is the series of correspondence received from Rocket Mortgage after the XX/XX/XXXX letter to the CFPB. XX/XX/XXXX Received XXXX letters from Rocket Mortgage pertaining to insurance purchased for the period from XX/XX/XXXX XX/XX/XXXX for the time my flood insurance had lapsed due to XXXX Mortgages error. The premium charged to my escrow was {$210.00}. I assume this is part of the amount Rocket Mortgage stated it would credit. I have not received credit on my escrow and am paying a higher mortgage payment as a result. I also dont have proof of the policy for this period that I can provide to my XXXX mortgage provider ( XXXX ) as they have also charged me for the lapse in coverage caused by Rocket Mortgages error. XX/XX/XXXX Received XXXX letters from Rocket Mortgage pertaining to insurance purchased for the period from XX/XX/XXXX XX/XX/XXXX for the time my flood insurance had lapsed due to XXXX Mortgages error. The premium charged to my escrow was {$210.00}. I assume this is part of the amount Rocket Mortgage stated it would credit. I have not received credit on my escrow and am paying a higher mortgage payment as a result. I also dont have proof of the policy for this period that I can provide to my XXXX mortgage provider ( XXXX ) as they have also charged me for the lapse in coverage caused by Rocket Mortgages error. XX/XX/XXXX Received XXXX letters from Rocket Mortgage pertaining to insurance purchased for the period XX/XX/XXXX to XX/XX/XXXX. The premium charged to my escrow was {$410.00}. I assume this is part of the amount Rocket Mortgage stated it would credit. I have not received credit on my escrow and am paying a higher mortgage payment as a result. I also dont have proof of the policy for this period that I can provide to my XXXX mortgage provider ( XXXX ) as they have also charged me for the lapse in coverage caused by Rocket Mortgages error. XX/XX/XXXX Received a letter from Rocket Mortgage adjusting my mortgage payment to {$2500.00} ( it was {$2400.00} ). This was caused by the vendor forced policy Rocket Mortgage put in place for me. The amount was {$3100.00}. I am unsure why this policy was placed given Rocket Mortgage already had proof of the coverage I placed. This adjustment increases my XX/XX/XXXX mortgage payment by {$70.00}. You can see I paid {$1900.00} in XX/XX/XXXX for my flood policy then they billed me again in XXXX for {$3100.00} out of my escrow. These disbursement were for the flood policy that I had already provided proof. XX/XX/XXXX Receive a letter from XXXX showing cancellation of the policy it placed and refunding all but {$640.00} in premium. This is for the period XXXX. I believe if Rocket Mortgage provides proof of insurance covering this period my account will be credited. XX/XX/XXXX Received another letter from Rocket Mortgage adjusting my mortgage payment to {$2500.00} per month. No credit for the short period policy placed. This revised payment amount is still {$46.00} higher than the first escrow analysis without the additional premium charged for the short period forced policy. This adjustment increases my XX/XX/XXXX mortgage payment from the original amount before all of the adjustments. You can see I paid {$1900.00} in XX/XX/XXXX for my flood policy then they billed me again in XXXX for {$3100.00} out of my escrow. These disbursement were for the flood policy that I had already provided proof.

Company response to consumer: Closed with explanation