Consumer complaint received 2023-11-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rocket Mortgage, LLC
State: FL

Complaint narrative:
In XX/XX/XXXX we started a HELOC process with Rocket Mortgage since they have our mortgage while the process was going on it passed to underwriting with no issues. 

Then we decided to do it with XXXX XXXX XXXXXXXX because we have several accounts with them, during the Heloc Process with XXXX when we were submitting the documents needed to start the process one of the Documents was Hazard Insurance this is were the problem begins. 
While gathering the documents for XXXX WE not Rocket Mortgage found out that our Insurance had been Canceled since XXXX and we were never notified because when Rocket Mortgage took over the Mortgage in XX/XX/XXXX apparently somebody entered wrong address This is what was told to us. We werent even aware or told when they ( Rocket Mortgage ) was doing the HELOC. 

Upon finding out that we had no insurance not our fault, we called Rocket Mortgage during the original conversation they didnt even know and we request an escalation. Then they came back to us with an oops and quoted us over {$15000.00} We immediately got an agent ourselves and got our own insurance. 
As we were finishing the process with XXXX this last week I need some information so I signed on XXXX and noticed they had charged us over {$2400.00} for a supposedly lapse insurance after we already had Insurance. I took screenshots of dates of documentation on the HUB. 
By Mid XXXX we had provided them with our New insurance on their website there was a Document Dated XX/XX/XXXX notifying us that we had no insurance and the {$15000.00} quote they had given us verbally weeks prior. 
In addition to the XX/XX/XXXX Document there was a XX/XX/XXXX Document stating they were reducing our escrow {$2400.00} for the lapse of insurance. Mind you this is all after THE FACT and After we already had Insurance.

We call Rocket Mortgage and told them that they were charging something that wasnt needed and we had provided insurance I asked to have someone call us back because the agent I was talking to I went over ever document and Date with him at the end he said oh Ill just add that we notified you on XX/XX/XXXX I told him but you didnt. I made him go line by line of the Documents and gave and read him the dates and communication via email with Rocket Mortgage and no where was there an email or notification of The insurance cancellation or having to pay for lapse. Thats when he said Ill just added now, we told him not to because that seemed fraudulent and its a document they created to cover themselves with a backdated. When I kept questioning about the fact that there was never a notification he said oh it was probably mailed, again something that cant be proved. 
I have the screenshots of prior to the conversation where the documents didnt exist and now they added the XX/XX/XXXX and said they will not remove the {$2400.00} charge. This is fraudulent behavior and the fact is all this was done AFTER we found out and immediately contacted them. We did our due diligence while they failed and now are trying to charge for something months after the fact. We would like that escrow money refunded immediately to our account. 

In the attachments you will see that on XX/XX/XXXX there was no document dated XX/XX/XXXX Then on XX/XX/XXXX after our call to Rocket Mortgage they added the Document with a Backdate. The dates are shown on the attachments on the top left corner

Company response to consumer: Closed with explanation