Consumer complaint received 2026-03-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: OH

Complaint narrative:
Consumer Complaint Against Rocket Mortgage and/or XXXX XXXX XXXX and/or XXXX XXXX XXXX Complainant Statement : I am submitting this complaint regarding ongoing issues involving Rocket Mortgage and/or XXXX XXXX XXXX and/or XXXX XXXX XXXXXXXX related to escrow mismanagement, improper insurance payments, and a failed refinance process that resulted in financial harm, including the lapse of my homeowners insurance policy. Timeline of Events & Key Concerns 1. Insurance Overpayments and Escrow Issues ( XX/XX/2026 ) During the week of XX/XX/2026 ( Thursday or Friday ), I was contacted by my insurance agent and informed that Rocket Mortgage had issued an additional insurance payment despite my policy already being paid in full. Two insurance payments were issued within less than XXXX month : approximately {$2500.00} and {$2200.00} No additional payment was due at that time I contacted Rocket Mortgage and was told the issue would be corrected. On XX/XX/2026 at approximately XXXX XXXX, I received an escrow analysis reflecting a {$500.00} increase in my monthly mortgage payment. The document indicated it had been available in my account since XX/XX/XXXX ; however, I check my account daily and did not see it prior to XX/XX/XXXX. This raises concerns regarding escrow mismanagement and lack of transparency. 2. Misleading Refinancing Guidance At the time of purchasing our home, we were informed that we would be able to refinance through Rocket Mortgage within approximately XXXX months. Based on this representation, we made significant financial decisions, including investing substantial funds into home improvements with the expectation that increased equity could be rolled into a refinance. We initially secured a XXXX conventional loan at 6.25 % interest with a monthly payment of approximately {$960.00}. Despite attempting to refinance multiple times, we were unsuccessful and received inconsistent information regarding eligibility timelines ( 6 months versus 1 year ). 3. Excessive Broker Contact Following Refinance Attempts After attempting to refinance, we began receiving XXXX calls per day between myself and my husband from mortgage brokers. This level of contact felt excessive and created confusion and pressure. Eventually, my husband responded to one of these calls and was connected with XXXX XXXX of XXXX XXXX XXXX, which we understand may be affiliated with XXXX XXXX Mortgage. XXXX. Failed Refinance Process and Insurance Lapse ( XXXX XXXX XXXX and/or XXXX XXXX XXXX Involvement ) During the refinance process handled through XXXX XXXX XXXX and/or XXXX XXXX XXXX : The process was repeatedly delayed and extended These delays caused us to become several days late on our mortgage, resulting in additional fees We incurred costs related to obtaining an early payoff document At that time, we had an affordable homeowners insurance policy through XXXX XXXX with an annual premium of approximately {$900.00}. Due to the prolonged and mishandled refinance process : Our insurance policy lapsed We lost access to our prior lower-cost coverage We are now required to carry significantly higher coverage of approximately {$360000.00} This has directly increased our escrow obligations and monthly mortgage payment. Although the refinance was never completed, an appraisal was conducted ( at no cost to us ), resulting in an appraised value of approximately {$150000.00}. XXXX. Financial Harm and Ongoing Impact As a result of these combined actions : Our mortgage payment has increased by approximately {$500.00} per month We have been unable to successfully refinance despite multiple attempts We have experienced significant financial strain, including loss of employment within our household Financial decisions made based on lender representations ( home improvements and refinance expectations ) have negatively impacted our stability Summary of Complaint I believe Rocket Mortgage and/or XXXX XXXX XXXX and/or XXXX XXXX XXXX have : Mismanaged escrow and issued improper insurance payments Provided misleading or inconsistent information regarding refinancing eligibility Contributed to the lapse of our homeowners insurance policy Failed to provide clear, timely, and accurate communication Created financial hardship through increased payments, fees, and insurance costs

Company response to consumer: Closed with explanation