Consumer complaint received 2015-10-02 00:00:00
Product: Mortgage — FHA mortgage
Issue: Loan servicing, payments, escrow account — 
Company: Rocket Mortgage, LLC
State: NJ

Complaint narrative:
XXXX XXXX ( Borrower ) XXXX XXXX XXXX XXXX, XXXX XXXXXXXXQuicken Loans ( Lender ) XXXX XXXX XXXX, XXXX XXXX Whom It May Concern : My name is XXXX XXXX and I am writing this letter to file a complaint against Quicken & Loans. They are currently my mortgage lender for my property XXXX XXXX XXXX XXXX, XXXX XXXX. My loan number XXXX, my HUD file number is XXXX and mortgage insurance case number is XXXX. Quicken & Loans is apparently not allowing me to close my escrow account. This is a direct violation of your guidelines. First let me give you some background information on the loan. In XXXX XXXX, XXXX I closed on my house, my mortgage payment was {$2600.00}. I requested an escrow analyst in XXXX XXXX, XXXX, which turns out I was paying too much on my mortgage. So on XXXX XXXX, XXXX they reduce my mortgage payment to {$2300.00}. Then in XXXX XXXX, XXXX I qualified for a refinancing, which I accepted because my APR was at 4.01 %, and it was going down to 3.75 %. On XXXX XXXX, XXXX my mortgage went down to {$2200.00}. So everything was great until my XXXX and XXXX XXXX taxes kicked in for XX/XX/XXXX. Apparently Quicken & Loans has outsourced their tax department to another company. Which I was not aware, because they stated in my refinance closing documents, that they where going to handle the taxes and insurance of my property. Which they were n't truthful about and if I knew they where not going to handle my taxes and insurance I would have closed the escrow account. Also Quicken & Loans was fully aware that I have a tax abatement with XXXX. This was the reason why I purchased the property in the first place. Some how Quicken & Loans and their third party ( Tax ) vendor, screwed up with my taxes and it turns out I owe Quicken & Loans {$3900.00} dollars. Since I could n't pay the {$3900.00} dollars up front, so I agreed to have it included in my mortgage. Now I went from paying a mortgage from {$2200.00}, to {$2700.00}. In XXXX XXXX, XXXX ; I paid {$3200.00} just for the escrow account, plus I made my regular monthly mortgage payment {$2200.00}. Then in XXXX XXXX, XXXX I made a another payment of {$3200.00}, the break down was for {$1500.00} for the escrow and {$530.00} was for the Principal of the loan and {$1.00}, XXXX was for the interest. Now between my payments of {$3200.00} plus {$1500.00} equals {$4800.00}, this more then enough to cover the {$3900.00} for the short fall of Quicken & Loans and their third party vendor XXXX up. So now in XXXX XXXX, XXXX my loan payments are up to XXXX ; Why? If I just paid off the short fall? Again according to XXXX & Loans they are not collecting enough on my taxes. So remember I just paid {$2700.00} for the month of XXXX and XXXX of XXXX. Then I send them another {$1400.00} for the escrow again so my payment from XX/XX/XXXX - XX/XX/XXXX, drops to {$2500.00}. Then in XX/XX/XXXX I get another notice indicating there is another shortage for {$1500.00}. So I paid my monthly mortgage that went up to {$2800.00} in XXXX XXXX ; and again I paid another {$1400.00} for the shortage again. Now my month mortgage for the month of XXXX XXXX is {$2600.00}. Now according to your guidelines I am not required to have an escrow account. I am request that Quicken & Loans honor my request by closing the escrow account. The reason for my request is, I can do a better job of paying my own taxes and insurance on my own. However, Quicken & Loans just told me over the phone that I can not close my escrow account unless I refinance with them. This crazy ; just because I have FHA loan and according to your guidelines there is nothing stating that I have to refinance in order for me to close my escrow account. I am requesting an investigation into my case and also requesting that Quicken & Loans close my escrow account. 
Thank you for your help in this matterXXXX XXXX

Company response to consumer: Closed with monetary relief