Consumer complaint received 2026-04-26 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Rocket Mortgage, LLC
State: TX

Complaint narrative:
Absolutely, XXXX XXXX update your CFPB complaint now that weve confirmed the key point : The XX/XX/XXXX escrow analysis was incorrect because it excluded your XXXX taxes. The XX/XX/XXXX analysis is mathematically correct only because it is fixing that earlier mistake. The real issue is that you were issued a surplus check and a lower payment based on a faulty analysis, and then the servicer tried to correct their mistake by calling it your shortage. This is exactly the kind of situation the CFPB handles because servicers must follow RESPA rules when they make escrow errors, and they can not penalize the borrower for relying on a written escrow disclosure. Below is your updated CFPB complaint, rewritten to reflect the corrected understanding and the actual error. ________________________________________ Updated CFPB Complaint Servicer Error in Escrow Analysis and Improper Surplus Refund Subject : Incorrect Escrow Analysis, Improper Surplus Refund, and Resulting Shortage After Loan Transfer To the Consumer Financial Protection Bureau, I am filing a complaint regarding my mortgage loan servicer, XXXX XXXX ( XXXX XXXX XXXX ), for issuing an incorrect escrow analysis, sending me a surplus refund check based on that incorrect analysis, lowering my monthly payment, and then reversing the error by creating a large escrow shortage that I am now being asked to repay. 1. XX/XX/XXXX Escrow Analysis Was Incorrect On XX/XX/XXXX, I received an escrow review statement showing a surplus of {$5300.00}. The statement said : YOU HAVE A SURPLUS IN THE AMOUNT OF : {$5300.00} The analysis calculated my new escrow payment as {$750.00}, based on : Property insurance : {$5300.00} Property taxes : {$3700.00} Total : {$9100.00} However, this analysis incorrectly excluded my XXXX taxes, which were {$3200.00} for XXXX. My loan specialist, XXXX, later confirmed that the XXXX taxes were not factored into the XXXX analysis. Because of this omission, the XX/XX/XXXX escrow analysis understated my true annual escrow obligations and incorrectly showed a large surplus. 2. I Was Issued a Surplus Check Based on the Incorrect Analysis The XXXX statement included a physical check for {$5300.00}, which I was told I could cash or apply to principal or escrow. I relied on this written statement, as required under RESPA. 3. XX/XX/XXXX Escrow Analysis Reversed the Error But Treated It as My Shortage On XX/XX/XXXX, I received a new escrow analysis showing a shortage of {$4600.00} and a new escrow payment of {$1000.00}. This analysis included : Property insurance : {$5300.00} Property taxes ( county + XXXX ) : {$7000.00} Total : {$12000.00} This amount is correct only because it includes the XXXX taxes that were omitted in XXXX. However, instead of acknowledging that the XXXX analysis was incorrect, the servicer treated the correction as a borrower-caused shortage, requiring me to either : Pay {$4600.00} upfront, or Spread it over 12 months, increasing my payment to {$2000.00} 4. The Shortage Exists Only Because the Servicer Made an Error The XX/XX/XXXX analysis is mathematically consistent only because it is correcting the XXXX mistake. The shortage is not due to increased taxes or insurance it is due to : The XX/XX/XXXX failure to include XXXX taxes The issuance of a surplus refund based on that incorrect analysis The lowering of my escrow payment to {$750.00}, which was too low The XX/XX/XXXX correction being applied retroactively as a shortage This means the servicer : 1. Made an escrow calculation error 2. Issued a surplus refund based on that error 3. Lowered my payment based on that error 4. Then attempted to recover the funds by calling it a shortage This is not consistent with RESPA requirements for accurate escrow disclosures. I have attached both escrow analyses and my XXXX tax information. Sincerely, XXXX XXXX XXXX XXXX, TX

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation