Consumer complaint received 2026-03-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
My mortgage was previously serviced by XXXX XXXX and is now serviced by Rocket Mortgage. The servicing errors described below began under XXXX XXXX and continue under Rocket Mortgage, which is now responsible for correction. In XX/XX/XXXX, I received abrupt notice from my homeowners insurance carrier that my policy would not renew due to roof age. I immediately notified my servicer to avoid lapse in coverage. Due to underwriting limitations at that time, forced-placed insurance was applied to my loan from XX/XX/XXXX through XX/XX/XXXX. There was never a lapse in coverage. I acted responsibly at all times. On XX/XX/XXXX, I contacted the Insurance Department and spoke with XXXX XXXX. He informed me that the forced-placed policy would renew XX/XX/XXXX. I advised him that I had located a private carrier willing to insure my home subject to inspection and underwriting. I clearly stated that I would purchase my own policy and did not want the insurance escrowed. XXXX XXXX expressly assured me that escrow would not be required once proof of insurance was provided. He provided his direct number and instructed me to contact him if any issue arose. In reliance on this representation : Inspection completed XX/XX/XXXX Policy bound and paid Evidence of insurance and proof of payment uploaded XX/XX/XXXX On XX/XX/XXXX, XXXX XXXX left a voicemail confirming receipt of my documentation and stating : Ive got the policy information updated and showing that its already paid so that we dont try to issue anything from the escrow account. Despite this confirmation, escrow charges were imposed on my account. When I discovered escrow had not been removed, I left multiple detailed messages between XX/XX/XXXX and XX/XX/XXXX. My calls were not returned. On XX/XX/XXXX, I was finally able to speak with him. He initially denied the prior representation. During a conference call with another employee, I was advised to request managerial review of the XX/XX/XXXX recorded call. XXXX XXXX agreed to escalate but failed to follow through. On XX/XX/XXXX, I contacted him again. He admitted he listened to the recording and acknowledged that I stated I did not want escrow and that he informed me it was optional. He apologized, but no corrective action was taken. No manager reviewed the call. No resolution was provided. As a result of these servicing errors : I am forced to pay homeowners insurance twice ( Paid directly to my Insurance carrier and again through escrow charges ). I incurred additional expedited inspection costs in reliance on the representation that escrow would not be required. My principal and interest payment was not accepted unless full escrow was included. Late fees were assessed. My credit standing was placed at risk. I believe these actions constitute servicing errors under RESPA and unfair or deceptive practices under Dodd-Frank ( UDAAP ). I have already submitted a formal Notice of Error via certified mail. I am requesting : Immediate removal of improperly imposed escrow Refund of duplicate insurance-related charges Reversal of all late fees Correction of any negative credit reporting Written confirmation of corrective action I am seeking prompt resolution.

Company response to consumer: Closed with explanation