Consumer complaint received 2026-04-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: MO

Complaint narrative:
This XXXX loan was paid off on Monday, XX/XX/year>. Our taxes, insurance and mortgage insurance were escrowed. Our Homeowners insurance premium was due by Sunday, XX/XX/year>. On XX/XX/year> our insurance broker contacted me and told me that he received the insurance premium check in his office, made out to him personally ( XXXX XXXXXXXX XXXX XXXXXXXX XXXX ) rather than the actual insurance company ( XXXX ). I immediately contacted Rocket Mortgage and provided the correct company name and address for an updated check to be mailed out. I confirmed the information with the representative straight from the XXXX invoice that was sent to Rocket. I was assured that an updated check would be overnighted to XXXX. Fast forward to Friday, XX/XX/year> and I learned that not only was a new check not overnighted as I was promised, but another check was sent regular mail AGAIN to the insurance broker ( XXXX XXXX with XXXX XXXX ) instead of XXXX. At this point, no one at Rocket knows what is going on. There was an opportunity for Rocket to pay via credit card at a link provided on the invoice. However, when Rocket contacted XXXX, XXXX told Rocket that as long as the premium was received within 7 days of the due date ( XX/XX/year> ), XXXX would reinstate the policy. Rocket then stated that since XXXX would reinstate the policy, they were not permitted to make the payment via credit card. During this time I have spoken to XXXX, and her XXXX XXXX. Sunday, XX/XX/year> comes and goes and our insurance is not paid, we are not covered. Monday, XX/XX/year> I contact Rocket yet again and speak to XXXX, her XXXX XXXX and finally I get a chance to speak to XXXX XXXX XXXX ). XXXX is the ONLY person who seems to understand my frustration and concern over having a property without homeowners insurance. XXXX stayed on the phone with me for quite a while, contacting XXXX, confirming all information required and providing his contact information. Within a few hours, XXXX called me back and had made the credit card payment to XXXX, reinstating our coverage. During this terrifying time, we were in the middle of a refinance loan with another mortgage company. So, in addition to our property not being covered, our refinance was at risk and our closing was delayed as our Homeowners insurance was not paid and a paid invoice could not be provided. Finally, we were able to sign papers on our refinance on Tuesday, XX/XX/year> with a funding date of Monday, XX/XX/year>. Everything went great with our signing, and we were expecting our funds on Monday, XX/XX/year>. XXXX Friday, XX/XX/year> our new mortgage/title company received an updated payoff from Rocket with an additional {$8300.00} added to the payoff for Escrow Advances. There was also a {$5.00} fee added for expedited delivery and {$170.00} for Mortgage Insurance Premium. This shorted our funds to be received at closing by {$8500.00}. I immediately started the process of trying to get this issue resolved prior to funding, but of course, no one could help me at Rocket. As of Friday, XX/XX/year> we still have not received our funds back. I am being told that this money was held because there was a total of XXXX payments sent out for our homeowners premium. THIS IS NOT MY ISSUE. This was an error on Rockets part, and we are the ones that are suffering from the incompetence of their employees. I was finally able to get someone helpful on the phone earlier this week. While I am far from satisfied and I plan to continue to push forward on this complaint until I have the funds in my account, the issue is fully resolved, and I feel that there is something that will be done as a result of the incompetence of the Rocket employees. I would like to commend XXXX XXXX ( XXXX ) ( as well as XXXX mentioned above ). She has been incredibly helpful, knowledgeable, and pleasant. She has shared in my concern for not receiving my money. She has followed up with me several times, stayed on the phone to ensure processes were completed as she stated they would be. She has offered solutions and scheduled follow-up calls for next week to confirm that we have received our funds. I would like to think this is a one-off issue for Rocket, but in sharing my story and my frustrations, it sounds like this is pretty standard behavior. As of Wednesday, XX/XX/year>, we still do not have the advance escrow funds returned to us that were added to our payoff. I provided a picture of a voided check as requested on XX/XX/year> to XXXX and was told the funds would be direct deposited into my account.

Company response to consumer: Closed with explanation