Mortgage -- Trouble during payment process -- Complaint #18971447
Complaint Overview
Complaint ID: 18971447
Company: Rocket Mortgage, LLC
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Fees charged
State: New York
ZIP Code: 134XX
Date Received: 2026-01-23T12:00:00-05:00
Date Sent to Company: 2026-01-24T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
I am submitting this complaint regarding an unexplained corporate advance fee and my servicers refusal to provide accurate accounting. I am not disputing my mortgage payment. I am disputing an additional fee and the lack of documentation. On XX/XX/year>, Rocket Mortgage added a corporate advance fee of approximately {$560.00} to my account, due with my XX/XX/year> payment. This fee appeared without prior written explanation and is now included in the amount shown on my mortgage payment screen. The only evidence I have of this fee is the online payment display. Separately, my XXXX escrow statement shows an escrow overage of approximately {$4300.00}. I do not believe I am owed that money, and I am not requesting a refund. However, if that overage calculation is real, I asked that the corporate advance fee be reconciled against it or otherwise accounted for, especially since my escrow balance is now negative. The servicer did not apply the fee to my escrow balance and did not show where the overage went. When I asked for written documentation explaining the corporate advance fee and the escrow figures, I was repeatedly told in chat that the XXXX escrow numbers were not real or did not exist, and that Rocket Mortgage was not required to provide corrected or accurate numbers. These statements were made in chat, but no written documentation was provided to support them. I requested written documentation explaining : what the corporate advance fee represents, when it was assessed, and how the escrow overage shown on my XXXX statement was resolved or reconciled. Instead, I was repeatedly directed to phone-only communication and told documentation could not be provided unless I called. I explained that I require written communication and documentation, including as a reasonable accommodation, because phone conversations do not provide a reviewable record. Chat sessions were ended without providing the requested information. My complaint involves two related issues : A significant corporate advance fee was added shortly before it was due, without written explanation. The servicer has refused to provide accurate written accounting for either the fee or the escrow figures, stating that the numbers do not exist and that they are not required to provide them. I am requesting assistance in obtaining written documentation explaining the corporate advance fee and the escrow accounting, or removal of the fee if it can not be properly documented.
Frequently Asked Questions
What is Complaint #18971447 about?
Complaint #18971447 was filed against Rocket Mortgage, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2026-01-23T12:00:00-05:00.
How did Rocket Mortgage, LLC respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Rocket Mortgage, LLC?
Yes, visit the Rocket Mortgage, LLC company profile at readthecomplaint.com/company/rocket-mortgage-llc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.