Consumer complaint received 2026-05-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: OK

Complaint narrative:
Im submitting this complaint because of how Rocket Mortgage handled my escrow account after they took over my loan from XXXX XXXX in XX/XX/XXXX. I believe that several important steps were not handled correctly or communicated to me. When Rocket took over the loan, they ran an escrow analysis that showed a very large shortage, around XXXX XXXX dollars. The analysis also showed multiple hazard insurance payments that didnt look right, and the escrow balance went deeply negative. Based on that, my monthly payment increased by more than XXXX XXXX dollars, up to XXXX dollars. This was about a 42 percent increase. I never received any explanation of how they calculated that increase or whether the insurance payments were accurate. From what I can tell, the shortage came from errors in how the escrow was handled during or after the transfer, not from anything I did. I paid that increased amount every month from XXXX through the end of XXXX. Even after I notified Rocket in writing that something was wrong, the increased payment continued without any pause or review. I was charged the XXXX amount again on XX/XX/XXXX. My understanding is that when a borrower raises a possible servicing error, the servicer is supposed to look into it and not continue applying the disputed amount without addressing the issue. That didnt happen here. Ive been paying the 42 percent increase for months, and none of my concerns were investigated or communicated back to me. On XX/XX/XXXX, I sent Rocket a written request asking for the full escrow activity for the past year, an explanation of the payment increase, and confirmation of whether any duplicate or misdirected insurance payments had happened. I also asked that all communication be in writing. On XX/XX/XXXX, Rocket replied and said they were doing a comprehensive review and needed seven more days. After that, I didnt hear anything. I followed up again on XX/XX/XXXX and still received no response. As of today, I have not received the escrow ledger, the explanation of the payment increase, or any confirmation about the insurance issue. So not only was the original shortage never explained, but my written request was not answered within any reasonable timeframe. Rocket did send me a payoff statement, but it didnt show whether the escrow shortage had been corrected or whether any insurance refunds were applied. I couldnt tell if the payoff amount was accurate or if the underlying issues were ever reviewed. During this time, my family and I decided to sell our home, and the lack of information and the continued overcharges made the process more stressful and financially difficult. Paying XXXX XXXX dollars extra every month without any explanation or correction is unacceptable. I believe Ive been overcharged because of errors that were made and never investigated or corrected, and I had no way to stop the overcharges while waiting for a response that never came.

Company response to consumer: Closed with explanation