Consumer complaint received 2026-03-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
Complaint Against Rocket Mortgage Escrow Refund Not Delivered After Multiple Attempts I am filing this complaint regarding an escrow surplus refund that Rocket Mortgage has failed to deliver despite multiple attempts and repeated requests from me. Rocket Mortgage recently took over servicing of my mortgage from XXXX XXXX In XX/XX/year>, Rocket Mortgage issued an escrow surplus refund of {$650.00}. According to Rocket Mortgages own records, the first refund check was issued on XX/XX/year>. After I reported that the check never arrived, Rocket Mortgage reissued the refund on XX/XX/year>. Despite these actions, I have never received any of the refund checks that were supposedly mailed to me. At this point, three separate attempts to deliver my escrow refund check have failed, and I still have not received my funds. This issue has been ongoing since the beginning of XX/XX/year>. I have contacted Rocket Mortgage several times and sent multiple emails requesting assistance. Unfortunately, Rocket Mortgage only responded once, and my subsequent emails have not been answered. Today, after spending significant time contacting customer service, I was provided with an email address to request that my escrow refund be processed via direct deposit instead of by mail, since multiple checks have failed to arrive. I immediately completed and submitted the required direct deposit authorization form and sent it by email to XXXX XXXX at XXXX, requesting that my escrow surplus refund be deposited directly into my checking account. Despite my continued cooperation and attempts to resolve this issue, Rocket Mortgage has still not provided a resolution. The funds belong to me and should have been delivered weeks ago. My concerns are the following : Rocket Mortgage has failed to successfully deliver my escrow refund after three separate attempts. My emails and requests for assistance have largely gone unanswered. I have spent significant time contacting customer service without a resolution. The issue has been ongoing for over a month without a proper solution. Resolution Requested I am requesting that Rocket Mortgage : Immediately cancel all previously issued checks related to this escrow refund. Process my escrow surplus refund of {$650.00} via direct deposit using the form I submitted today. Provide written confirmation that the payment has been processed and the exact date the funds will be deposited. I have attached supporting documentation, including the email where I submitted the direct deposit authorization form and Rocket Mortgages correspondence regarding the escrow refund. This situation reflects a serious failure in Rocket Mortgages servicing and customer support processes. I have made multiple good-faith attempts to resolve this issue directly with the company for more than a month, yet my refund has still not been delivered and most of my communications have gone unanswered. The funds belong to me and should have been returned promptly once the escrow overage was identified. The continued delay, lack of communication, and repeated failed attempts to deliver the refund demonstrate inadequate servicing practices and have caused unnecessary frustration and inconvenience. I am requesting the CFPBs assistance to ensure that Rocket Mortgage resolves this matter immediately and implements proper procedures to prevent similar issues from affecting other customers.

Company response to consumer: Closed with explanation