Consumer complaint received 2026-06-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: MA

Complaint narrative:
I sent this letter since have not heard back from my submission for removing escrow dated on XX/XX/XXXX. They still have yet to respond. In XXXXXXXX XXXX XXXX, they requested that I supply proof of homeowners insurance, which I did submit, and they do have on file. For some reason, in XXXX of this year, they decided to tack on extra amounts to my payment to build escrow for homeowners insurance. That is not needed. I have supplied proof that I have a year-long homeowner 's insurance in place, paid in full, that expires XX/XX/2026. There is absolutely no need to jack up my mortgage to build up an escrow that is not needed for homeowners insurance. They already have an escrow for my flood insurance that they currently pay. I've asked to remove this, as it's creating a financial burden, adding to my monthly payments as well as a late fee for an escrow account. They do not need to do this early in the year with proof that I've already paid the homeowners insurance in full. I feel like they are using tactics to generate more revenue for themselves on an unnecessary time. LETTER to Rocket Mortage- no response Dear Representative I am writing to formally dispute the recent imposition of escrow-related charges on my account and to request immediate corrective action. A review of my loan file confirms that my homeowners insurance policy is already on record, paid in full, and remains in force for approximately XXXX ( XXXX ) additional months. As such, there is no contractual or operational basis for your institution to initiate or require escrow collection for this coverage at this time. The decision to impose additional escrow obligations under these circumstances appears improper, unsupported by the current status of my account, and inconsistent with reasonable servicing standards. This action has resulted in an unnecessary financial burden and reflects a failure to accurately review and rely upon existing documentation already in your possession. As a borrower maintaining XXXX active mortgage accounts with your institution, I expect adherence to prudent servicing practices, accurate account management, and respect for established customer relationships. The current handling of this matter falls short of those expectations. Furthermore, I am submitting a formal request for the immediate removal of the {$89.00} late fee assessed on my account. This fee was incurred directly as a result of the unwarranted escrow adjustment and is therefore improper. Since you had verifiable proof of active insurance coverage on file at all relevant times, the conditions leading to this charge were created by servicing error rather than borrower action. Accordingly, I demand the following : Immediate cessation and correction of any improper escrow collection activity Confirmation that my existing homeowners insurance satisfies all loan requirements Full removal of the {$89.00} late fee Written confirmation of all corrections made to my account Please treat this correspondence as a formal notice of dispute. I expect a prompt and thorough resolution. Should this matter not be addressed appropriately, I am prepared to escalate through applicable regulatory channels. I look forward to your timely response. Sincerely, XXXX XXXX From : Research Department XXXX Sent : Thursday, XX/XX/2026 XXXX AM To : XXXX XXXX XXXX XXXX RE : [ External ] adequate insurance coverage To Whom It May Concern : Thank you for contacting Rocket Mortgage. I'm pleased to confirm that we received your request and have promptly forwarded it to our appropriate department for careful review. Our team will thoroughly evaluate the information provided and take any necessary actions. If they need any additional information from you, or once they've completed their review, you'll be contacted directly. As a valued client, your satisfaction is our top priority. If we can be of further assistance, you can email us at XXXX or contact us at XXXX XXXX XXXX XXXXXXXX or via mail at XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX Our hours of operation are Monday through Friday from XXXX a.m. to XXXX p.m. XXXX and Saturday from XXXX a.m. to XXXX p.m. XXXX. Visit us on the web at www.RocketMortgage.com for more information. Sincerely, Your Rocket Servicing Team Terms of Use | Privacy | Disclosures and Licensing Information Complaints | Update Profile Questions? Either respond to this email or contact us. Rocket Mortgage , LLC XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX NMLS : XXXX XXXXXXXX XXXX Text Description automatically generated with low confidence Rocket Mortgage , LLC is a debt collector. This is an attempt to collect a debt and any information obtained will be used for that purpose. However, if you are currently in bankruptcy or have received a discharge in bankruptcy, this communication is not an attempt to collect a debt from you personally to the extent that it is included in your bankruptcy or has been discharged, but is provided for informational purposes only. If you are a successor in interest ( received the property from a relative through death, devise, or divorce, and you are not a borrower on the loan ) that has not assumed, or otherwise become obligated on the debt, this communication is for informational purposes only and is not an attempt to collect a debt from you personally.

Company response to consumer: Closed with explanation