Consumer complaint received 2025-02-11 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Rocket Mortgage, LLC
State: NY

Complaint narrative:
Rocket Mortgage took over my loan from XXXX XXXX on XXXX XXXX. 

On XX/XX/XXXX, they sent me a letter ( dated XX/XX/XXXX ) asking me to provide proof of insurance coverage because their records indicate that my insurance expired with an online link to where it can be uploaded. The letter also stated that they would buy their own insurance if the requested documents were not provided to them. I forwarded it to my broker, and my broker uploaded the requested documents on XX/XX/XXXX, and received a confirmation email. 

In XXXX i received another letter ( dated XX/XX/XXXX ) from XXXX that they received the coverage but they are still showing a lapse from XX/XX/XXXX - XX/XX/XXXX, i sent it over to my broker and she uploaded coverage again on XX/XX/XXXX. 

Something didn't look right to me. It looked like Rocket had some mixup with the policies and I brought it up in an email to my broker on that same date after she had provided the proof of coverage the XXXX time, she replied that she went ahead and sent proof again and also uploaded another policy they didn't ask for so Rocket has everything now. That was on XX/XX/XXXX. 

On XX/XX/XXXX, I got another notice in the mail ( dated XX/XX/XXXX ) that they asked me for proof 2 times and I didn't provide it so they went ahead and bought their own policy and charged my escrow account for it. I sent it to my broker and she uploaded proof again and she slo uploaded ALL policies that were on that property since I bought the property. 

All the above is documented in my email conversations. 

On XX/XX/XXXX when I had to pay my mortgage I saw that the charge for the lender 's policy is still showing on my escrow account and that my monthly mortgage payment went up with close to {$300.00} in regards to this. I called Rocket. I spoke to someone in their insurance team and asked how come you placed insurance and charge me for something that I have provided proof of coverage many times already? She told me she doesn't know whats going on and why they dont have the provided documents. All she can tell me is that she has proof of the following XXXX policies : XXXX from XXXX and XXXX from Leatherstocking both with dates XX/XX/XXXX XXXX both active and another XXXX XXXX XX/XX/XXXX. 

I made a payment on time only for the original mortgage amount. I did not want to be late on my payment. but I did not add the additional cost for the lenders placed insurance. 

On XX/XX/XXXX I sent an email to my broker to provide coverage again for the lapse from XX/XX/XXXX - XX/XX/XXXX to an email address I was given by the rocket insurance team rep and my broker provided it again. 

On XX/XX/XXXX, I got an email from Rocket that my mortgage was short and they will hold the payment and not process it until it's paid in full. I thought ok thats fine insurance was just uploaded again and i spoke to a live agent over at rocket insurance she gave me the email address where to send the proof to, and we sent it yesterday it may take a few days for them to update it and correct my account. 

On XX/XX/XXXX i get another email reminding me to get payments back on track. And another one on XX/XX/XXXX. Oh why isnt this corrected yet? This time we had sent it to an email address not only uploaded it to an automated system? 

I decided to upload the requested docs myself. Maybe my insurance broker did something wrong. Let me do it myself. I uploaded a copy of the document clearly showing policy period XX/XX/XXXX - XX/XX/XXXX which covers the laps period. 

Somewhere in between I got hit with a late payment from Rocket on my credit report since they didnt process my payment cuz according to them it was short. 

On XX/XX/XXXX ( Friday late afternoon ) I received an automated email that the uploaded documents were reviewed and couldnt be updated. Without giving any more details or information on that. 

On XX/XX/XXXX ( Monday ) I called Rocket I Spoke to an agent and explained the whole situation that the requested docs were uploaded many times, and every time they were requested. And now I did it myself and it got rejected. And that i spoke to the insurance department already a few weeks ago and they gave me an email address to send proof to. What's going on here? I was transferred to XXXX over in the insurance department because the agent i spoke with couldnt tell me anything about the insurance he said it's a different team. So XXXX also first told me that she only sees the XXXX policies mentioned above. ( XX/XX/XXXX ) XXXX policies XXXX from XXXX and XXXX from Leatherstocking XX/XX/XXXX XXXX both active and another XXXX XXXX XX/XX/XXXX. 

When I repeated myself again that this is my question, why wasn't it transferred to them together with the entire package when the mortgage was transferred to them? And why wasnt it updated all the times my broker uploaded it? Why is it being rejected when I have tried to upload it myself? And that I have the email in front of me that it was rejected? Then she said oh let me look into this. She comes back that in fact she has all the requested documents and they had it from before. But, there was a problem with the system thats why the policy couldnt be uploaded. And heres the problem : She has evidence of XXXX policies. 
XXXX policy dated XX/XX/XXXX - XX/XX/XXXX. 
XXXX policy dated XX/XX/XXXX - XX/XX/XXXX. 
XXXX policy dated XX/XX/XXXX - XX/XX/XXXX. 
Leatherstocking dated XXXX - XX/XX/XXXX. 

The original policy on the house was from XXXX XXXX dated XX/XX/XXXX - XX/XX/XXXX. then on XX/XX/XXXX we canceled the first XXXX policy and purchased a complete new policy also from XXXX with a different policy # and the dates on that were XX/XX/XXXX - XX/XX/XXXX, then we renewed with XXXX prior to the expiration date for the upcoming year, then we canceled the XXXX and switched to XXXX for the upcoming year. ( All of these policies were sent to the lender as they were made effective. ) So XXXX has all of them but the one from XXXX dates XX/XX/XXXX - XX/XX/XXXX cant be entered in the system because the system doesnt want to accept a new policy if the dates on that policy starts within the existing policy period. The only way to correct this issue will be by entering an expiration date for the first policy only then she will be able to enter the correct policy and everything will be good. I asked if it was my problem that the system didnt want to accept the proof, she said no, it's not your problem but the only way to correct it is to get a cancellation date for the first policy. 

She made a XXXX way conference call to my broker and confirmed that all policies were accurate, she received and entered the cancellation date for XXXX policies ( fist XXXX policy and XXXX XXXX policy ) and was finally able to update the XXXX policy in the system and she told me all should be good in a few days. 

Before she puts down I asked her XXXX more thing. Is this my problem or is this Rockets problem? Because I was hit with a late payment for something that was never my fault and in fact I provided the proof originally and thereafter every time that I was asked for. So I asked her to reverse the late payment on my account. She said it's no one 's problem but its a system issue. I repeated again my argument that in fact i provided the proof originally my broker had actually updated the new policy with the original mortgage company and it was Rockets system that didnt want to accept it. She told me you are right but I cant do that for you since I'm only in the insurance team. Let me transfer you back to customer service and they should be able to do it for you. 

I responded that maybe she can place a note from our conversation. Because with all this confusion and misunderstanding until now I dont want to go through this again. She said no problem. I understand you, Im placing a note on your account and the customer care rep should see it and be able to help you with the rest. 

I got transferred to a customer care rep. I repeated the whole story and asked to remove the late fee and late payment from my history. He said that it takes a few days for the insurance team to update the system from their side. Once it will be updated and the lender placed policy will be removed from my account they will be able to correct the issue with the late payment on my credit report. But he can wave the late payment fee as a XXXX time courtesy which every customer gets. I said this is not courtesy. I never did anything wrong and I got hit by a late payment report on my account for no good reason. It's just because of your system error and I'm asking to correct it. Ok he said then will have to wait a few days until the system is updated. 

i dont remember if i requested a call back once the system is updated or if i called myself. And I dont have the exact date of this call. But a few days later on the phone i was told that the lender 's policy was removed from my account and I will get refunded for it. I asked what about removing the late payment report from my account. He said oh we can definitely as a XXXX time courtesy refund you the late payment. I repeated the whole story and said that I didnt need a courtesy, I needed the late payment report removed. He said it's not in his hands. I'll have to speak to a supervisor. He transferred me to a supervisor. We had the whole conversation again. He said he doesn't see any notes on my account about anything that I just told him all he sees is that i made only a partial payment and they won't process a partial payment until it's paid in full. but hes going to investigate this with the insurance team and get back to me. 

The supervisor called me back on XX/XX/XXXX, he said he investigated it with the insurance team and they dont know anything about it being an issue with their system. but he confirmed that i have not provided the documents requested on time and that they asked me 2 times for the documents and i didn't provide it so this is my fault and nothing will change. I told him I was on the phone on XX/XX/XXXX and she put notes on the account of what we spoke, he said he doesnt see it. I asked for the transcripts of my conversation from XX/XX/XXXX he said I wont get it without a court order. I asked to talk to someone higher above him. He said theres no one higher than me. I'm a supervisor and that's it. 

I asked him to put someone from their insurance team on the line. First he refused but then he agreed and brought on the line someone from their insurance team and asked her when they received the proof from me. She said a date. I think it was XX/XX/XXXX or I cant recall the exact date she said and I tried to argue that it was uploaded on time many times and asked to bring up my broker on the line to prove it. he said go ahead. We were on the line all XXXX of us for a few minutes while he was only repeating himself that I hadn't provided the documents on time. When I asked my broker to look up dates when she sent the docs he said that hes being held up for too long and we cant stay on the phone anymore. I asked maybe he can put down the phone and only XXXX of us will stay on the line, me, my broker and their insurance team but he refused and said he doesnt want to hold up his insurance team either. 

I made all my payments on time and I provided all documents on time. Im requesting the late payment to be removed from my report. And all fees associated with this should be waived and/or refunded.

Company response to consumer: Closed with explanation