Consumer complaint received 2026-05-15 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: IL

Complaint narrative:
XXXX XXXX XXXX XXXXXXXX XXXX XXXX created a severe escrow shortage through contradictory and improper escrow administration. Property : XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX Loan : XXXX Issue Summary I am filing this complaint regarding a serious escrow servicing error that has caused an extreme payment shock and apparent servicer-created escrow shortage. I have made extensive and repeated efforts over many months to resolve this issue directly with XXXX XXXX XXXX XXXXXXXX XXXX XXXX before filing this complaint. Actions taken include : XXXX. Formal RESPA Qualified Written Request / Notice of Error ( XX/XX/XXXX ) I submitted a formal escrow servicing dispute under RESPA regarding prior escrow shortages, incorrect escrow analysis, and servicer-created escrow errors. XXXX. Direct written disputes and repeated communications I sent multiple written disputes, emails, follow-up notices, and direct communications to XXXX XXXX escrow/compliance departments requesting correction, documentation, and explanation of inconsistent escrow handling. XXXX. Follow-up servicing error escalation After inadequate resolution, I sent a formal follow-up notice citing continued servicing errors, contradictory escrow analyses, and failure to properly resolve the dispute. XXXX. Prior CFPB complaint I previously filed a CFPB complaint regarding this same escrow servicing issue. XXXX. XXXX XXXX formal written response In response to that prior CFPB complaint, XXXX XXXX issued a written response dated XX/XX/XXXX stating that its Tax Department confirmed that no property tax amount was due because I was approved for a 100 % tax exemption, and that they updated their records and recalculated escrow. XXXX. Formal rebuttal I formally disputed XXXX XXXX conclusions and demanded corrective action because their escrow analyses remained materially inconsistent. XXXX. Current executive escalation After receiving the new XX/XX/XXXX escrow analysis showing an {$8700.00} shortage and increasing my monthly payment from {$1600.00} to {$2700.00}, I again formally disputed the shortage and demanded a full escrow audit and explanation. Despite repeated formal disputes, regulatory complaint history, written notices, and direct communications, the issue remains unresolved and continues to escalate financially. On XX/XX/XXXX, in response to my prior CFPB complaint / Qualified Written Request, XXXX XXXXr issued a formal written response stating : our Tax Department had confirmed no tax amount was due as you were approved for a 100 % tax exemption. Based on that representation, Mr. Cooper stated that it updated its records and performed a new escrow analysis. I relied on this written statement. Now, on XX/XX/XXXX, Mr. Cooper issued a new escrow analysis claiming : - Escrow shortage : {$8700.00} - Starting escrow deficit : - {$4700.00} - Projected property taxes : {$7900.00} - New monthly payment increase from {$1600.00} to {$2700.00} This is a direct contradiction. The escrow statement reflects that the servicer : - reduced escrow collections, - issued a surplus refund,- allowed the escrow account to go deeply negative, - then shifted the financial burden to me. If taxes were actually due, then XXXX XXXX failed to properly administer escrow while simultaneously representing that no tax amount was due. If taxes were not due, then the current escrow analysis is inaccurate. Either way, there is a clear servicing issue requiring immediate regulatory review. Consumer Harm This payment increase is financially devastating and not manageable. The sudden increase appears to result from servicer error, contradictory representations, and improper escrow administrationnot borrower failure to make required payments. Requested Resolution I request : 1. Immediate investigation into the contradictory tax exemption representations 2. Full escrow accounting from XXXX to present XXXX. Proof of all tax disbursements XXXX. Copies of any county verification relied upon XXXX. Written explanation of why Mr. Cooper previously stated I had a 100 % tax exemption XXXX. Escrow reanalysis if the shortage was created by servicing error XXXX. Suspension of adverse reporting or escalation while the dispute is under investigation XXXX. Reasonable payment protection / accommodation while this matter is reviewed Attachments : - XX/XX/XXXX Mr. Cooper written response - XX/XX/XXXX escrow shortage notice

Company response to consumer: Closed with explanation