Consumer complaint received 2026-03-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: PA

Complaint narrative:
Rocket Mortgage sent a {$2200.00} payment to XXXX XXXX XXXX around XX/XX/XXXX, although XXXX XXXX had already a payment from the Title Company after the loan became active. The first check of {$2200.00} went to Title company in XX/XX/XXXX and was cashed. Since XXXX received XXXX checks, a refund of {$2200.00} was refunded to me in XX/XX/XXXX, which was immediately returned to Rocket Mortgage on XX/XX/XXXX. XXXX made a statement that the check from Surety Title did not clear, although it was applied to my account in XX/XX/XXXX, XXXX requested another payment from Rocket Mortgage stating that my insurance would be terminated if payment was not recieved. ROCKET proceeded to send out XXXX more payments in the amount of {$1700.00} and {$490.00} to XXXX XXXX to cover the cost around XXXX of XXXX. AT THIS POINT, I have no idea that XXXX and Rocket Mortgage are having issues with payment. To make this short and sweet, Rocket Mortgsge is not providing an accurate monthly payment. There was an associate from Rocket Mortgage who stated that my monthly mortgage payments increased because Rocket Mortgage had sent additional payments to XXXX XXXX during the XXXX service year. I was totally blown away that the issue of the {$2200.00} payment had become my problem. Instead of Rocket Mortgage making efforts to contact XXXX regarding the over-payment, they have placed the over-payment onto my account, designated me as the responsible one to settle the account, and lowered my credit score because I refused to pay an over-payment that was Carelessly made by Rocket Mortgage. They are now threatening me to send my account to collectionstake my house, and take legal action. I have been on the phone with Rocket Mortgage, XXXX XXXX and the Title company for many days and hours for the past year trying to resolve this issue. No one has helped me to resolve this issue of over-payment of Escrow. Persons have placed me on hold on the phone and never came back to the line. I get bounced around the call center ( very obvious ) because I can imagine that there are alerts on my account dealing with this matter. I have taken great efforts to resolve this issue and only a few persons ( such as XXXX XXXX, Rocket Mortgage ) have taken the time to assist but still did not resolve the issue of over-payment to XXXX XXXX. Can someone please investigate this matter. I'm exhausted, frustrated, crying angry, and exasperated from calling, calling, calling Rocket Mortgage and XXXX for help and no one seems to know how to research bank records to see what happened to this infamous {$2200.00} check. I have had more representatives to assist with this issue from XXXX XXXX than I have had with Rocket Mortgage. Rocket Mortgage has only sent out a series of emails insinuating that my account needs attention and that I need to call to resolve my non-payment issue although I have been calling dozens of times to resolve the issue with my account and NO ONE, I MEAN NO ONE has called me to ask why my account is outstanding or called to over assistance with a resolution to this problem.

Company response to consumer: Closed with explanation