Consumer complaint received 2026-06-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
Since closing our home XX/XX/XXXX, we have had XXXX mortgage servicers XXXX XXXX XXXX, Mr. Cooper, Rocket Mortgage, and now Onity ). While with Rocket Mortgage, I received notice of my XXXX Property Taxes in XXXX XXXX of XXXX, and was also in the processing stage for my Homeowner Exemptions ( XXXX XXXX and XXXX ) with the state of Texas. In good faith, I paid all taxes directly to each entity on XX/XX/XXXX and XX/XX/XXXX to avoid any conflict or confusion with the mortgage company and with the anticipation that once both exemptions were approved, I would receive a refund and all assessed amounts would be negated to a {$0.00} balance, keeping my loan in the non-escrowed conventional status. I then contacted Rocket Mortgage to inform them that all taxes had been paid and that both exemptions had been approved. They requested that I email proof of payment and my Exemption Status letters to them at XXXX ( sent XX/XX/XXXX, providing evidence that all parcels had been paid, including the original notices ) and, after much follow-up on the issue, later to XXXX ( sent on XX/XX/XXXX providing evidence of both the XXXX XXXX Exemption and XXXX Exemption XXXX XXXX XXXX approval ) with a follow-up email on XX/XX/XXXX confirming a final bill of {$0.00} per each assessment ). During this time, I noticed a substantial increase in my monthly payment between $ XXXX {$3700.00} ( originally {$3300.00} monthly, fixed, non-escrowed conventional loan ). I then followed up on the status of my account, only to be told it was either still processing ( by the XXXX Department ) or that we don't see anything on our end ( XXXX XXXX Department and all other departments ), which had gone on for over XXXX month at this point. I questioned exactly when payments were made by Rocket Mortgage on my behalf to cover said taxes and was informed that they had been paid XXXX weeks after my payments were made ( XX/XX/XXXX and XX/XX/XXXX ). From there, multiple escrow analyses were conducted, and each time, my payments increased. I was then contacted on XX/XX/XXXX by XXXX, a supervisor from the Rocket Mortgage XXXX Department, who left a detailed voicemail ( also transcribed on my mobile device ), regarding the exemption and refund status of my account. She advised that refunds in the amounts of {$580.00} and {$720.00} are available with their office and are currently being processed and will be issued to me directly since my taxes are now at a {$0.00} balance. She also stated to please contact customer service if I wanted to have the escrow converted to a non-escrow account for tax purposes. I call back to contact her to no avail, but shared this information with each department and was told to wait until processing was complete. I was concerned about making the new payment since it was still incorrect and the status was still pending correction. My last contact date with Rocket Mortgage was XX/XX/XXXX, in which I expressed apprehension about the situation since my XX/XX/XXXX payment would be due in a few days, and the issue was still unresolved. I then logged in on XX/XX/XXXX to check my account status, only to receive a message that my mortgage had been transferred. No notice was given to me by anyone from Rocket Mortgage during this entire ordeal. This is completely and utterly unacceptable. Since then, I have contacted XXXX twice, once in response to an email stating that they were my new servicer, and to get assistance with setting up an online account ; and the second time yesterday, XX/XX/XXXX, to confirm that Rocket Mortgage had indeed finalized and specified in writing that my account was corrected, including the monthly payment amount and returned to non-escrowed status. After speaking with representative XXXX XXXX XXXX XXXX XXXX XXXX XXXX, it had not been resolved. After several minutes and confering with her supervisor/manager, she placed my account in an escalated status, informed me that she would file a complaint on my behalf against Rocket Mortgage XXXX and stated to give them until XX/XX/XXXX, and the issues should be resolved. I will continue to follow up with them.

Company response to consumer: Closed with explanation