Consumer complaint received 2025-07-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Setting up an escrow account for taxes and insurance
Company: Rocket Mortgage, LLC
State: OK

Complaint narrative:
To Whom It May Concern, We are writing to formally express our frustration and concern regarding our experience with Rocket Mortgage. From the outset, this process has been riddled with miscommunication, unexpected charges, and actions taken without our full understanding or consentultimately costing us time, money, and peace of mind.

1. Multiple Appraisals and Title Requests Without Clear Communication : We paid for XXXX appraisals throughout the loan process, which we accepted and expected. However, Rocket Mortgage submitted XXXX separate requests to the title company without informing us. These were not disclosed or paid for at the time, and we were unaware that we would be responsible for these title-related fees. 
The first appraisal came in too low for the loan to proceed, yet a title request was still submitted. After completing some repairs, we ordered a second appraisal. Underwriting then indicated more repairs were needed, yet again, a title request was sent. Finally, after a third appraisal, the loan proceededbut the title company refused to complete the process until the previous XXXX unpaid title requests were settled. We had not budgeted for these additional charges and would have appreciated transparency from the start.

2. Escrow Miscommunication and Insurance Billing Issues : Our representative, XXXX XXXX, agreed with us that both property taxes and homeowners insurance would be included in our monthly escrow payments. We even participated in a three-way call with Rocket Mortgage and XXXX to XXXX the insurance payment. XXXX attached a copy of an email between XXXX XXXX ( Rocket Mortgage ) and Neenumolmary XXXX ( XXXX ) confirming this discussion. 
On the Closing Disclosure ( Page XXXX of XXXX ), under XXXX XXXX XXXX XXXX XXXX XXXX, the monthly amount of {$210.00} is listed, with both XXXX XXXX and XXXX XXXX boxes checked. The Other box is left unchecked, and everything appeared in order at the time of review. 
However, once XXXX contacted us threatening cancellation for non-payment, we reached out to Rocket Mortgage. Only then were we shown a small column on the far right labeled In Escrow? where it stated XXXX for property taxes and XXXX for homeowners insurance. This information was not obvious or clearly explained. Whether we missed it due to screen zoom or overlooked it because the earlier boxes were checked, it feels misleading and confusing. 
XXXX. Alleged Escrow Refusal and Lack of Access to Call Recordings : We were also told by a Rocket Mortgage representative ( possibly XXXX XXXX ) that XXXX refused the insurance escrow. There are XXXX major issues with this claim : ( XXXX ) the husband is not on the loan and is not authorized to make those decisions, and ( XXXX ) when we requested to hear the recording of this alleged refusal, we were told it could not be shared due to proprietary restrictions. If such a recording exists, a simple playback could easily resolve this matter. 
XXXX. Lack of Statements and Billing Communication : Despite being told that statements have been sent, we have yet to receive any billing documents. We have not enrolled in paperless billing. As a mail XXXX, I am highly attentive to mail deliveries, especially as I am paid based on mail volume. There is no reasonable explanation for these missing documents. 
________________________________________ In Conclusion : We feel that Rocket Mortgage has failed to communicate crucial details and has taken actions without our informed consent, resulting in financial strain and frustration. We request that these concerns be fully investigated and addressed, and that Rocket Mortgage be held accountable for any misleading or inappropriate business practices. 
Thank you for your time and attention to this matter.

Company response to consumer: Closed with explanation