Business ProfileforRocket Mortgage

When we refinanced with Rocket Mortgage about two years ago (the loan is my mother's), we already had a loan with them. They convinced ** to refinance to get a better interest rate. All that was fine. However, they FAILED to carry over ALL the current tax entities to the new loan. The loan was the same type, same everything, but just a lower interest rate. But, they left out the city taxes and only included the county taxes. So, of course, they weren't paying the city taxes even though the bills were being sent to them. I still don't understand why the receipt of the bills wouldn't prompt them to contact us to inquire. The city was only sending the bills to them and not to us so we weren't aware this was an issue. I happened to notice on my own that the city hadn't been paid for two years when I reviewed her latest escrow analysis. I called the city and they confirmed she was delinquent. After speaking with Rocket, they informed me they would pay the two years of taxes and we would fix the issue going forward by taking more of an escrow amount each month to account for the shortage. Again, no problem there. BUT THEY WON'T PAY THE PENALTIES OR INTEREST that the city has charged; they only paid the the amounts due (and they used the "early" payment amounts as well...our city gives a discount if you pay early and those were the amounts that were paid for the two years.) I feel that since THEY are the ones who FAILED to carry over the correct taxing authorities to the new loan that they should be responsible for the penalties and interest.