Mortgage -- Trouble during payment process -- Complaint #4529721
Complaint Overview
Complaint ID: 4529721
Company: Rocket Mortgage, LLC
Product: Mortgage
Sub-Product: VA mortgage
Issue: Trouble during payment process
State: Illinois
ZIP Code: 62226
Date Received: 2021-07-09T12:00:00-05:00
Date Sent to Company: 2021-07-22T12:00:00-05:00
Company Response: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
We refinanced our VA loan with Quicken Mortgage XXXX XX/XX/XXXX. XXXX XX/XX/XXXX we received an Escrow Analysis Statement the stated we short {$4400.00} on our Escrow account. This to be made up in extra payments of {$360.00} for 12 months ( or paid in full immediately ). This increase is against a mortgage payment of {$1600.00} monthly. Not quite a 25 % increase. I called an talked to a XXXX on XXXX XX/XX/XXXX. His response was not their fault it was RESPA. So I sent an email to Quicken Loans Customer Service on XXXX XXXX. They responded that day that someone would look at it and get back to me within 1-2 business days. Today, XXXX XXXX, I received an email from Quicken Customer service asking how my dealings with a Ms. XXXX were. I responded no idea because I hadn't been contacted my her. Shortly after I received an email from Ms. XXXX that also contained an email supposedly sent to me on XXXX XXXX that I never saw. Her response was yes they made a mistake on figuring our escrow account.. No apology or anything else. When I responded she said maybe they could change the shortage payments to over 24 months. That isn't the point. The point is this was a refinance on a house we bought in XXXX and there have been multiple tax and house insurance payments made. They knew what our previous tax and insurance payments were, they were given copies. Our escrow portion of our monthly payment was pretty much identical to our previous loan so I didn't think anything about that. And when our monthly escrow went up about {$30.00} to cover the increases in those, fine. But I find it almost criminal that less than 6 months after getting our loan we have to pay an extra {$4400.00} over 12 months because somebody on their staff made a mistake. Nothing has been said about what is being done to them, and we know this isn't hurting Quicken. And the only apology was for the inconvenience. If they had done their jobs correctly, we wouldn't be inconvenienced by having to pay an extra {$4400.00} six months after the loan was closed. This money should have been covered during closing and yes we would have paid it. But we relied on them to tell us what needed to be taken care of then, and they failed.
Frequently Asked Questions
What is Complaint #4529721 about?
Complaint #4529721 was filed against Rocket Mortgage, LLC regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2021-07-09T12:00:00-05:00.
How did Rocket Mortgage, LLC respond to this complaint?
The company responded with: "Closed with non-monetary relief". 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.