Consumer complaint received 2024-08-22 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Fees charged
Company: Rocket Mortgage, LLC
State: LA

Complaint narrative:
Subject : Formal Complaint Against Rocket Mortgage To Whom It May Concern, I am writing to file a formal complaint against Rocket Mortgage regarding the mishandling of my mortgage account, which has caused significant financial XXXX  and confusion. 

I currently have a mortgage with Rocket Mortgage and, in the early months of XXXX, I submitted my tax bill to Rocket Mortgage as requested by their personnel. This submission was required so that an escrow analysis could be conducted. Upon completion of the escrow analysis, it was determined that I was not required to pay property taxes due to my status as a XXXX XXXX XXXX veteran. As a result, Rocket Mortgage appropriately reduced my mortgage payment. 

Subsequently, I entered a six-month " pay ahead '' program arranged by Rocket Mortgage to get one month ahead on my mortgage payments. Instead of making my regular payment of {$3400.00}, I paid {$4000.00} for six months. I fulfilled all the required payments and expected to be ahead by one month. However, in XX/XX/XXXX, Rocket Mortgage mistakenly sent the funds that were meant to get me ahead by one month to the City of XXXX XXXX for property taxes that I did not owe. I did not find out about this error until XXXX or XXXX timeframe. 

When I contacted Rocket Mortgage to resolve this issue, they stated that they had received a tax bill from the City of XXXX XXXX, which prompted them to send the funds. I explained to them that the tax bill I had received from the City of XXXX XXXX showed a XXXX balance, which I had already provided to Rocket Mortgage in early XXXX. Despite this, Rocket Mortgage instructed me to contact the City of XXXX XXXX. 

After contacting the City of XXXX XXXX, I was informed that I did not owe any property taxes and that the funds mistakenly sent by Rocket Mortgage would be returned via check. When I relayed this information back to Rocket Mortgage and also providing them with the tax documents from the city of XXXX XXXX once again for XXXX as well as XXXX, their personnel stated that there was nothing they could do and that I owed over {$1000.00} in late fees and other charges due to this error and now Im behind on my payment which makes no sense. 

During my conversation with Rocket Mortgage, I found the representative, XXXX, to be extremely rude and unhelpful. He claimed that their investigation concluded that Rocket Mortgage had done nothing wrong, despite the clear error in handling my payments and the tax bill. I also asked if I could get a copy of what was sent to rocket Mortgage and XXXX stated that it was received electronically and that he could not give out that information. 

I have followed all guidance provided by Rocket Mortgage regarding the escrow analysis process and subsequent payments for the pay ahead plan. I trusted that Rocket Mortgage would manage my account accurately and with care, but this has clearly not been the case. As a result, I am now being told that I owe over {$1000.00} in fees, and I have not received a satisfactory explanation of not only how this amount was determined but also how am I responsible even though my payments were on time and I did exactly as they instructed. 

I am requesting that the Consumer Financial Protection Bureau investigate this matter and take appropriate action to resolve this issue. I believe that Rocket Mortgage 's handling of my account has been negligent and has caused undue financial harm. 

Thank you for your attention to this matter. I look forward to your assistance in resolving this issue. 

Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation