RUSHMORE LOAN MANAGEMENT SERVICES LLC

2019-03-12

Rocklin, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-08

Rochdale, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I became ill after my husband died.It was determined that I had XXXX XXXX. I received a XXXXXXXX XXXX and have been on the road to recovery for the past years.I tried to get an modification from XXXX XXXX XXXX XXXX for several years only to be mislead by bank. In fact when I wrote a letter to the CEO of XXXX XXXX concerning my situation. I was transferred to Rushmore Mortgage services. Rushmore received file on XX/XX/2019 two weeks before a scheduled auction. They had no time to review documents for a short sale or short payoff.. rding
Company Response: Closed with explanation

Timely Response

2019-03-08

San Gabriel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX : I mailed in six {$500.00} money orders ( total {$3000.00} ) to Rushmore Loan Services as additional principal payment. XX/XX/XXXX : Rushmore received my additional principal payment of {$3000.00}. XX/XX/XXXX : Rushmore claimed a portion ( {$500.00} ) of my funds was rejected but refused to return my money order. XX/XX/XXXX : After complaining to XXXX, Rushmore found the missing funds and apologized for mishandling my funds and credited my account with that {$500.00}. XX/XX/XXXX : XXXX case closed. XX/XX/XXXX : Rushmore then immediately removed {$500.00} from my account. XX/XX/XXXX : Called Rushmore and left message to customer services supervisor who I worked with all this time, but never return my call. XX/XX/XXXX : Called Rushmore and this time I spoke to a different manager and he seems knowing the problem and told me to call me back with two hrs. XX/XX/XXXX : No call back as of this date .... and my problem is never resolved ... and I'm tire of dealing with them, and need help!
Company Response: Closed with explanation

Timely Response

2019-03-08

Cordova, TN

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Received trial modification from XXXX XXXX XXXX XX/XX/XXXX. Made trial payment XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. The mortgage servicing changed from XXXX XXXX XXXX to Rushmore Management services XX/XX/XXXX. Never received the permanent modification agreement from XXXX XXXX XXXX. but I did receive property foreclosure notice from XXXX XXXX XXXX with a sale date for XX/XX/XXXX. Rushmore Management was in receipt of my 3 payments that were sent to XXXX XXXX XXXX but they tried to foreclosure on my home. How do you foreclose on my home and I've made the required Trial payments It is very apparent Rushmore refuse to honor the previous trial payment agreement with XXXX XXXX XXXX. My mortgage payment has doubled with Rushmore and they have refused to base my mortgage payment on my current income. I've attached documents reflecting the unfair servicing practices of Rushmore. One of the documents they mailed reflect my mortgages payments from the trial payments and another document reflect no payments the same trial payment months. Rushmore assigned XXXX XXXX as the relationship manager. She expressed her negative personnel opinion several times while processing my documents. I don't want to lose my home, I feel I'm being passed from mortgage servicer to servicer and no one is trying to correct the mishandling of my mortgage servicing. I want to make my mortgage payments. I feel I'm being discriminated against and I'm a victim of bad mortgage servicing practices. I'm requesting proof the permeant modification agreement was mailed to me for my signature, because I never received hose documents.
Company Response: Closed with explanation

Timely Response

2019-03-08

Rocky Ridge, MD

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The principal owed on my mortgage is far less than 80 % of the value of my home. I was told by Rushmore mortgage that my PMI can not be removed for at least another 5 years. Is this correct?
Company Response: Closed with explanation

Timely Response

2019-03-07

Havana, FL

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Account status incorrect
Complaint: Rushmore Loan Mgmt Servicing reports an open tradeline with payments iao {$1300.00} and balance {$170000.00}. I am joint on the promissory note for this loan and quit claimed my interest to the co-applicant. I also included the promissory note in a chapter 7 filing that has discharged since XX/XX/2015 ( case XXXX XXXX. I understand that divorce decrees do not supercede the actual debt, however the debt was fully discharged in the Chapter 7 and therefore this should be credit suppressed and all delinquencies reported since the discharge should be deleted and the balance should reflect {$0.00} discharged in the chapter 7.
Company Response: Closed with explanation

Timely Response

2019-03-06

Detroit, MI

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-06

Miami, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-03-06

Camp Springs, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-03-01

Fort Stewart, GA

Struggling to pay mortgage

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2019-02-28

Palos Park, IL

Closing on a mortgage

Mortgage: Conventional home mortgage

Complaint: I have had issues with this company since it acquired my mortgage from XXXX. I have finally been able to find a company to refinance my mortgage with a better interest rate than I had with Rushmore Loan Management. Through the process, I requested two payoff letters that were faxed to my loan officer within three business days after the request. The second payoff letter was requested through the date of XX/XX/XXXX. My new loan actually closed on XX/XX/XXXX. According to at least one customer service rep, a new payoff letter was requested by the title company on XX/XX/XXXX. I was told that a payoff amount {$110000.00} as of XX/XX/XXXX was faxed to my loan officer. Per my loan officer at XXXX, that fax was not received until XX/XX/XXXX. The amount of the payment to close the loan was electronically delivered on XX/XX/XXXX was {$110000.00}. That amount was taken from the payoff date through XX/XX/XXXX. I was told my loan was not paid off and closed without the {$78.00} shortage being paid ... in addition to a charge of {$19.00} per day that it was not paid in full. I have multiple email contact, phone calls, and text messages with my loan officer at XXXX XXXX as well as emails with XXXX XXXX XXXX. I disagree that I am required to pay interest on the {$78.00} when my request for payoff was dated XX/XX/XXXX. The payoff letter states " It states that if the " funds received on or after date will be charged an additional {$19.00} per day. '' My loan closed XX/XX/XXXX and a new final amount request was made on XX/XX/XXXX in order to process the electronic payment. Rushmore did not know the loan would close earlier, so how could the interest start on XX/XX/XXXX?
Company Response: Closed with explanation

Timely Response

2019-02-28

Scottsdale, AZ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Background - Went to court because my former business partner stopped paying me in XX/XX/XXXX per our buyout agreement. I've been living on my savings since XX/XX/XXXX. Wasn't able to make my mortgage payments in XX/XX/XXXX and XXXX XXXX sold my loan to Rushmore Loan Management, a debt collector, in XX/XX/XXXX. My lawsuit was resolved in the fall of XX/XX/XXXX where I receive half the amount I was receiving originally. Rushmore required {$5000.00} for an initial deposit and increased my monthly payment from approximately {$3300.00} to {$4700.00} per month based on a 7 % fixed interest rate. Rushmore is ruining our credit score and profiting from our problems. I am XXXX years old. If my former partner honored our buyout agreement, I would not be in this situation. My attorney fees were in excess of {$100000.00} and took over 2 years to reach a reduced agreement. I've requested that Rushmore modify our loan and add the {$33000.00} outstanding balance to our loan amount to take us out of foreclosure status. They have not done that. They don't return calls or emails.
Company Response: Closed with explanation

Timely Response

2019-02-27

Allenwood, NJ

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Complaint: Please Help!! I have been approved as successor in interest on a property which is my primary residence with XXXX children. I purchased this dwelling in XXXX as a single woman. Another individual 's name is currently on the mortgage note. This individual has abandoned the property in XXXX. I am solely responsible for maintenance, upkeep and paying the mortgage in a timely fashion. The mortgage on this property is serviced by Rushmore Mortgage Company. I believe they are being non compliant with new rulings by the CFPB. Since XX/XX/XXXX when certain new rulings came into effect, I have made a request to be substituted as obligor on the note and have a written release of liablity to the individual on the note. I have made this request countless times, in writing, and verbally and have been denied. The individual on the note has also sent written request. The last contact I had on the phone told me that Rushmore " could technically do this '' but that they " won't. '' That they don't " do assumptions or refinances. '' I have explained numerous times, that according to the CFPB rulings, this would not be considered either an assumption nor a refinance From my understanding : The CFPB notes that there can be significant consequences for a successor who is not able to become an obligor on an existing mortgage loan, and provides an example of a successor not being able to obtain a modification because he or she is not a party to the existing loan and can not enter into a modification agreement. As the CFPB observes, if the ability to repay rule applies to a successors assumption of an existing mortgage loan, such an assumption is less likely to occur. The CFPB interprets the ability to repay rule as incorporating the existing Regulation Z standard for transactions involving a change in obligors as set forth in section 1026.20 ( b ) and, therefore, unless a change in obligors satisfies the definition of assumption under that section the change does not trigger the ability to repay rule requirements. The CFPB then notes that an assumption for purposes of section 1026.20 ( b ) occurs when a creditor agrees in writing to accept a new consumer as a primary obligor on an existing mortgage loan, and the loan would constitute a residential mortgage transaction for that new consumer. Under Regulation Z, a residential mortgage transaction is a transaction in which a consumer finances the acquisition or initial construction of the consumers principal dwelling. The CFPB interprets the ability to repay rule as not applying when a creditor agrees in writing to allow a successor to become the obligor on an existing mortgage loan because there is no assumption for Regulation Z section 1026.20 ( b ) purposes. Because the successor had previously acquired title to the property, the transaction is not a residential mortgage transaction for the successor and, therefore, is not an assumption subject to the ability to repay rule. A letter I received from Rushmore dated XX/XX/XXXX states that : '' In order to release someone from liability, you will need to be credit approved to assume or refinance the mortgage loan. '' This is the direct opposite of the CFPB rulings which state : '' The CFPB interprets the ability to repay rule as not applying when a creditor agrees in writing to allow a successor to become the obligor on an existing mortgage loan because there is no assumption for Regulation Z section 1026.20 ( b ) purposes. " All I am asking is that Rushmore agree in writing to accept me, as successor in interest, as the primary obligor on the existing mortgage loan. and release the other individual from liability at the agreement of both parties and court orders. I am asking the CFPB to intervene on my behalf. My homestead is at stake. I have resided in this property that I had solely purchased since XXXX. My family will have no where to go if I lose this residence because Rushmore won't comply with CFPB regulations I have proven that I am able to pay this mortgage I have made every payment in a timely fashion in my name since XXXX. I have practically begged Rushmore to accommodate me and have explained how urgent the situtation is for my personal family. cfpb12 CFR part 1026 docket # XXXX RIN XXXX XX/XX/XXXX 1026.43, 1026.20 ( b )
Company Response: Closed with explanation

Timely Response

2019-02-27

DC

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Loan was transferred to Rushmore in XX/XX/XXXX and the escrow account maintenance resulted in a payment shock without advance notice, causing potential under billing and balloon payment due at maturity. Facts : Account XXXX was transferred from XXXX to Rushmore in XX/XX/XXXX Upon transfer Rushmore did not acquire evidence of borrower 's homeowner insurance ( HI ) and factored HI payment in escrow calculation On XX/XX/XXXX, borrower provided evidence for homeowner insurance with no gap Starting in XX/XX/XXXX, Rushmore lowered the total monthly payment due by {$15.00} Harm : Rushmore -under calculated principal and interest monthly due amount upon transfer -improperly made the assumption that homeowner insurance was missing -when borrower provided evidence, Rushmore did not adjust monthly principal and interest payment due but kept them at the under calculated amount -the result is borrower had a payment shock without advance notice and keep being undercharged month over month -the loan would have taken longer to be paid off and if borrower do not overpay there will be a balloon payment due at maturity date
Company Response: Closed with explanation

Timely Response

2019-02-27

Wesley Chapel, FL

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: I have a USDA loan, I have a financial hardship my son totaled my car, I worked XXXX XXXX. Lost my cleaning accounts due to no transportation. I live in a rural area with no public transportation. Single mom of XXXX kids who father passed the way. My son totaled my car it became very difficult to pay my bills.started getting behind on my mortgage. Called Rushmore my lender explained my Hardship. They said to complete a borrowers assistance package, I did many, many times they kept saying they were missing a paper the same paper I mailed and emailed more than 15 times. They kept playing the never received paper game with me, kept switching single point of contact and I had to provide all forms again for nothing. Rushmore never once tried to help. By law they need to provide me with 3 modification before putting in foreclosure because my mortgage is insured by the government. Did not receive no type of help or modification instead Rushmore filed a mortgage lawsuit against me. In XXXX county Florida. Were acting in bad Faith and completely negligent servicing my loan. They just want to keep adding late fees and put me out the house because it has went up on price. I don't know what to do. Rushmore know they were negligent and acting in bad faith. I lost money with 2 law offices that were supposed to help never did nothing like Rushmore kept playing with me and took my money.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-27

Aura, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-26

Savannah, GA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My home mortgage was transferred/sold to Rushmore Loan management on XX/XX/XXXX, account number XXXX. I was with XXXX XXXX XXXX until then. I was approved by XXXX XXXX XXXX for a 6 month forbearance, as I am a XXXX XXXX and was furloughed, is the reason for the forbearance. My forbearance was from XX/XX/XXXX until XX/XX/XXXX. On XX/XX/XXXX I am to pay {$3600.00} to bring my loan current. Rushmore states they are not aware of any forbearance and stating they are not aware of my forbearance. I faxed and mailed them a copy of my forbearance approval on XX/XX/XXXX. Today someone put a notice on my door that the mortgage payments for XX/XX/XXXX and XX/XX/XXXX are due. I called Rushmore on XX/XX/XXXX @ XXXX, XX/XX/XXXX @ XXXX XXXX and XX/XX/XXXX @ XXXX XXXX. At each call I explained my forbearance circumstances. They continue to state I must make all payments to bring account current and ignore my forbearance. They are stating foreclosure will proceed if payments are not brought current. Can you help me. Thank you in advance for any assistance.
Company Response: Closed with explanation

Timely Response

2019-02-26

Cincinnati, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-26

Tampa, FL

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2019-02-26

E Strodsburg, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XX/XX/XXXX Mortgage Bill raised from : {$920.00} to {$960.00} XX/XX/XXXX @ XXXX called Rushmore to inquire as to why they raised the mortgage payment. 1. After being connected to a person allegedly named XXXX, I was placed on hold for an extremely long time. This person, calling themselves XXXX claimed to have computer problems. But first was asked an endless line of questions, to verify my identity. They couldnt access because of computer problems, so I was transferred to another person. After a long time on hold trying to get rid of me ). ( XXXX - XXXX ) 2. The second person, allegedly named XXXX, had limited access to my mortgage information. But first asked a barrage of questions, again to verify my identity. They lied to me as to why the mortgage payment was raised ; saying taxes went up. The millage rate totals are XXXX for the year XXXX as well as XXXX. Ive been notified by insurance companies that the mortgage servicer ( Rushmore Loan Management Services ) has not paid for insurance policies. ( XXXX - XXXX : 3. So I get transferred to a third person in the insurance department. This person went by the alleged name XXXX. She tried to quickly get rid of me too. I explained the changes in insurance policies, and it appeared that that they ( Rushmore ) had received all the paperwork from the insurance companies. But she couldnt give me an answer. She had Limited authority and capabilities. I kept getting placed on hold, while she stopped to ask someone ( her superior, that should of handled the call ), at every step of the way. I explained each insurance policy number, start date, & end date. But it is apparent that there isnt anyone there intelligent enough to comprehend a simple time line. My mortgage payment should of gone down instead of up. XXXX XXXX XXXX - XXXX Policy # : XXXX Policy Period : XX/XX/XXXX to XX/XX/XXXX Total Annual Premium : $ XXXX XXXX XXXX Policy Number : XXXX Policy Effective Date : XX/XX/XXXX to XX/XX/XXXX 12-Month Premium : $ XXXX XXXX XXXX XXXX XXXX - XXXX Policy Number : xxxxxxxx Policy Start Date : XX/XX/XXXX - XX/XX/XXXX Policy Amount : $ XXXX Payment Terms : Mortgage - Pay in full XXXX XXXX - XXXX Property ( xxxxxxxxxx ) BillingAccount ( xxxxxxxxxx ) Policy Number xxxxxxxxxxx Total length of call was 47 minutes & 37 seconds. Since my call to Rushmore Loan Management Services ; I have received 2 letters ( by anonymous people ) on XX/XX/XXXX ( dated XX/XX/XXXX ) XX/XX/XXXX ( dated XX/XX/XXXX ) Threatening to buy hazard insurance on the property because according to their records there is no insurance since XX/XX/XXXX. They want declaration pages with an effective date of XX/XX/XXXX. Despite all the above has been provide to them. Theyre just displaying either gross incompetence or malicious intent or a combination of both. Their ( Rushmore ) response to the phone call I made to them, on XX/XX/XXXX ; after navigating their hellacious phone menu, and time on hold. 1. Was to increase my mortgage payment, without merit. 2. Threaten to charge me for hazard insurance on the property
Company Response: Closed with explanation

Timely Response

2019-02-26

Santa Ysabel, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Mortgage was transferred to Rushmore Loan Management Services, XXXX XXXX XXXX, XXXX, Ca XXXX. Mortgage payment is due XXXX of month. I sent payment by automatic transfer from my bank on the XX/XX/2019.0n XX/XX/XXXX a statement was sent saying my next payment would be due XX/XX/XXXX19 for XXXX and XXXX payments.Icalled them and they said payment was received by them on XX/XX/XXXX and to disregard letter. I complained to them that electronic transfer was received on the XXXX when I sent it and they hadnt bothered to record it until the XXXX. That same day I spoke to them I received another notice dated XX/XX/XXXX that said my mortgage was delinquent and I owed not the {$1700.00} payment but {$1800.00}. Please help. Thank you XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-02-26

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-25

Laurel, MD

Closing on a mortgage

Mortgage: Home equity loan or line of credit (HELOC)

Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response

2019-02-25

Lakewood, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-02-22

New Sharon, ME

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response