Consumer complaint received 2026-04-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: MD

Complaint narrative:
Date : XX/XX/XXXXXXXX Subject : Formal Dispute Escrow Miscalculation, Improper LPI Charges, and Account Reconciliation Request Dear Customer Relations Team, Thank you for your response and for providing additional documentation regarding my account. I have carefully reviewed your explanation ; however, significant concerns remain unresolved. At the outset, I want to reiterate that I have already provided proof of an active homeowners insurance policy covering the relevant period in XXXX. Therefore, the basis for applying lender-placed insurance ( LPI ) to my account appears to be unfounded. Furthermore, I note that you are currently able to contact me frequently regarding collection matters, including multiple phone calls per day, as well as email, text messages, and notifications through your online portal. However, your claim that notification letters were sent requesting proof of insurance is not accurate. I did not receive any such communication by mail, email, through the XXXX XXXX XXXX, or within any of my monthly statements. Had I received such a request, I would have promptly provided proof of insurance, which was already on file with XXXX XXXX prior to the servicing transfer. I have thoroughly reviewed and downloaded all account statements and correspondence available in the portal for that period, and there is no indication that proof of insurance was ever requested. Furthermore, as the servicer that assumed my loan from XXXX XXXX, you should have received all relevant account information at the time of transfer, including my existing insurance policy. The absence of this information in your records should not result in charges being imposed on my account. Additionally, I remain concerned that multiple insurance-related charges were applied within a short timeframe ( XXXX, XXXX, and XX/XX/XXXXXXXX ), which raises serious questions regarding duplicate or overlapping coverage. Simply stating that no refund has been received does not adequately explain why these charges were initiated. I confirm that I have now received the insurance refund referenced in your response. However, this further highlights my concern that the escrow analysis and resulting payment increase were conducted prior to full reconciliation of all insurance-related transactions. I request that this refund be promptly applied to my escrow account and that a new, fully reconciled escrow analysis be performed reflecting all payments, charges, and refunds. Moreover, the increased monthly payment and resulting delinquency status appear to be directly tied to the escrow discrepancies described above. If the escrow calculations were overstated due to improperly applied LPI charges, then the delinquency status may not accurately reflect the true standing of my account. Accordingly, I request a full review of the delinquency reporting. Any late fees, property inspection fees, or other charges that were applied as a result of this status should be reevaluated and removed if they were based on incorrect escrow calculations or improperly applied charges. To resolve this matter, I request the following : 1. Immediate removal of all improperly applied lender-placed insurance ( LPI ) charges 2. A detailed breakdown of all insurance-related transactions, including the reason and timing for each charge 3. Application of the insurance refund to my escrow account 4. A fully reconciled escrow analysis reflecting all corrected figures 5. Confirmation of the corrected monthly payment amount going forward 6. Review and correction of any late fees, inspection fees, and delinquency-related charges 7. Review and correction of any inaccurate credit reporting, if applicable I also reiterate my request for a direct call with a supervisor or account specialist who can walk through these details step by step, as this has not yet been fulfilled despite multiple prior requests. proof I remain willing to resolve this matter directly. However, if these issues are not properly addressed, I will continue to pursue this through the Consumer Financial Protection Bureau and other appropriate regulatory channels. Thank you for your time and attention. I look forward to your response. Sincerely, XXXX XXXX Loan Number : XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX

Company response to consumer: Closed with explanation