RUSHMORE LOAN MANAGEMENT SERVICES LLC

2018-10-24

Houston, TX

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-10-23

ID

Trouble during payment process

Mortgage: VA mortgage

Complaint: After purchasing our new home in XX/XX/XXXX, our loan was subsequently sold to Rushmore Loan Management ( RLM ). When we learned of the loan transfer, I called RLM to ask about sending multiple payments, to break up the large amount. They indicated on the phone that they can accept multiple payments. Our first payment was due on XX/XX/XXXX, so I sent a check from my bank in the amount of {$800.00} on XX/XX/XXXX and the rest of the balance {$600.00} on XX/XX/XXXX. This process repeated, where I would send {$800.00} mid-month prior to due date and the rest on the due date. This went on for 3 months before RLM sold my loan to XXXX. When I learned that my loan was sold, I reached out to XXXX via phone and they told me that they do not support multiple payments and that I was behind on my mortgage. I asked how that could be and they indicated that it was my responsibility to find out. They also started calling our phone day/night with automated calls that were never answered by an employee. I have spent more than 10 hours so far, on the phone with RLM to understand what happened. All I can find out is that they applied my XX/XX/XXXX payment ( for XXXX XXXX due date ) in the amount of {$800.00} to principle. This put us behind by that amount for XXXX. RLM has indicated that they are " looking into it '' and the supervisor, XXXX XXXX ( ext. XXXX ) has not returned my many voicemail messages. XXXX has indicated that we will not be taken off the robot-calling punishment until our account is current.
Company Response: Closed with explanation

Timely Response

2018-10-23

Barnsboro, NJ

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-23

Atlanta, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: As of XX/XX/2018 my mortgage was sold from XXXX XXXX to Rushmore LC company. I was out of state made my payment by logging in to system ( XXXX ) and paid XXXX on XX/XX/18. I started to get collection calls from XXXX telling me its a attempt to collect a debit. This Is when I realized My mortgage had been sold. I was told not a problem it will sort itself out all payments will be wired over with my loan information. I returned to GeorgiaXX/XX/XXXX tried to set up and log into Rushmore new lender to make my XX/XX/XXXX payment. System reflected I still owed for XX/XX/XXXX. So I called in was told just make my XX/XX/XXXX payment I did not feel comfortable with that so I went to my XXXX XXXX and mailed money orders writing in the XX/XX/XXXX month in memo. So it was clear what month I was paying for. I continued to do this to date XX/XX/2018 calling in, sending in e mails to be told over and over by Rushmore people or it will fixed it self our research team is on it / I have just escalated your account. Blah blah blah ... .. It is XX/XX/XXXX and I go to log in to pay for XX/XX/2018 payment to see it has still not been fixed. I have sent in my XXXX XXXX statements as proof from my bank in the mean time I have been getting harassing collection calls. I believe it is reporting late payments on my credit reports. I need help on getting this situation fixed. I do not know who to reach out to for help they say they see the payment and yet no one has fixed my account. I also had a homeowners insurance overpayment from XXXX during this time that could have been refunded to me but instead I asked XXXX to go ahead and send it back to my Mortgage lender as a escrow credit. Which I don't believe has been applied properly either in the amount of {$220.00}.
Company Response: Closed with explanation

Timely Response

2018-10-22

Tarzana, CA

Trouble during payment process

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

Complaint: My loan was sold to Rushmore Servicing on or around XX/XX/18 from XXXX. Since the transfer I have had nothing but problems. I even attempted to contact the president of the company to seek resolution. I have put my complaint in writing to Rushmore per their requirements. My complaint is for inappropriately posting of a principal deduction payment made on XX/XX/18 from my bank account with XXXX XXXX. I followed the exact instruction provided by Rushmore in their servicing transfer letter, however the payment was rejected by them. I again attempted to resend the substantial principal reduction to them from XXXX XXXX on XX/XX/18 following new address information from Rushmore, again this payment was rejected. I provided written evidence and confirmation from XXXX XXXX showing the date, time, correct loan number and reason for rejection by Rushmore. Although I've received a few communications from Rushmore on this issue, it remains outstanding. The evidence is clear, they need to post the principal reduction effective XX/XX/18 and adjust the interest charges appropriately. As an addition issue, Rushmore does not provide a secure method for a customer to provide MNPI information and encourages the consumer to fax information across unsecured phone lines. They have little regard for consumer data protection.
Company Response: Closed with explanation

Timely Response

2018-10-22

Tarzana, CA

Trouble during payment process

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

Complaint: On review of my account I discovered Rushmore fraudulently posted a withdrawal of {$45000.00} against my account on XX/XX/18. I've contacted them to resolve, they submitted a research request by their Collections Department, there has been no resolution on this issue. The company does not have a proactive method described to me for follow-up and its incumbent on me to pursue resolution with them. They have not reversed this payment from my account. The withdrawal shows it was made with check number XXXX, I have a blank check with that number in my possession.
Company Response: Closed with explanation

Timely Response

2018-10-19

Sandwich, MA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-10-17

OH

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-17

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: The mortgage serving company, Rushmore Loan Management Services, LLC, purchased lender placed hazard insurance for my property, without my authorization or consent, despite the fact that I already had property insurance of my own. This resulted in an increased monthly payment being deducted from my account, again without my authorization and consent, and my being overcharged in the amount of approximately {$110.00}. It also resulted in my records reflecting an increased monthly amount, and my being improperly charged a late fee of roughly {$120.00}, despite the fact that I have timely made all payments. I have made roughly 8 calls to Rushmore 's customer service and insurance department in an attempt to get this issue resolved and have been given the " run-around '' time and time again. This is possibly the most dysfunctional financial services company I have ever engaged with and I would encourage the CFBP to take any and all steps they are authorized to take
Company Response: Closed with explanation

Timely Response

2018-10-16

ME

Trouble during payment process

Mortgage: FHA mortgage

Complaint: On XX/XX/XXXX I forwarded a {$1600.00} loan payment to Rushmore Loan Management Company. These monies were for one complete payment and a partial payment. On XX/XX/2018, Rushmore Loan Management electronically cashed this check. In XXXX I was getting phone calls stating my loan was in default. I questioned this as I had sent in the {$1600.00} payment. I have gone back and forth on this matter with Rushmore from XX/XX/XXXX to the current date of XX/XX/2018, with no resolution. Rushmore told me they would have to investigate this matter as they stated they did not receive payment. I called my financial institution to get a trace number so that Rushmore Loan Management could find this payment in their system. To date, I am being told this is under investigation. Two weeks ago, a XXXX XXXX 's bank representative and myself made a conference call to Rushmore loan management in another attempt to find out where this payment has gone. This phone call did nothing but leave me in the investigation phase. In the meantime, Rushmore is refusing to take any further payments towards my loan ; stating that one payment does not make up for what is currently owed. My house is currently under contract with a closing date of XX/XX/2018. Despite my constant attempts to resolve this matter, I have been unsuccessful.
Company Response: Closed with explanation

Timely Response

2018-10-15

Katonah, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-12

Finksburg, MD

Written notification about debt

Debt collection: Mortgage debt

Didn't receive enough information to verify debt
Complaint: I was given a modification loan in XX/XX/2017, signed and sent it back. Started making all of my payments, but Rushmore Loan Management was not posting them, they were just holding them, and putting non payment on my credit report, after ( 1 ) year and many attempts to get a hold of them to explain, they send me another loan in the mail for more money on the payment. I did not sign, I wanted answers as to why and they back dated the new loan to last year which means all of my payments were short. After trying for several months to get my rep XXXX XXXX to respond, I finally got a hold of someone who made him call me. He gave me what seemed a reasonable answer but basically he said Rushmore made a mistake on the paperwork. He said they would work with me to catch up on the short pays since it was not my fault. So I sent the paperwork back signed. At this point, I wasn't aloud to make my payment. I called XXXX XXXX at least 10 times to try to get my payment in, but he never returned my call. So I mailed a check. The check after 2 weeks has not posted per my online statement and I received intent to file foreclosure paperwork in the mail. No phone call, no reason why. I tried XXXX XXXX another 2 times and still nothing. They lied and miss represented the status getting me to sign the paperwork. I am upset at how they are handling my account. I have been trying to work with them and have call logs on my phone of the number of times I've tried to get in touch with them, with no return call. I also have email documentation.
Company Response: Closed with explanation

Timely Response

2018-10-11

Hinkley, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Rushmore Loan Management Services bought our mortgage from XXXX XXXX. They added a fraudulent " fee '' onto our XX/XX/XXXX mortgage payment even though we have never been late and we overpay. We paid the fee so that we would not have a bad mark on our credit, but we called right away to have them take it off, because they had assured us over and over they would charge NO FEES during the first 60 days after they had bought out our loan from XXXX XXXX. We only paid it to make sure we had no amount on our bill " past due. '' We called several times, and they kept lying and saying the charges came from XXXX XXXX, and then from our XXXX XXXX XXXX accounts. Those were lies. We had to do the legwork and contact both banks, who told us Rushmore 's claim was ridiculous. They would charge us themselves if we had a fee. FINALLY we spoke to a supervisor at XXXX who admitted the fee was a mistake HE had added and SAID it would be taken off. When our XXXX bill arrived this week, the fee was NOT credited back to our account!!! PLUS a new {$25.00} fee was added to the XXXX bill with NO explanation or reason!! I believe someone is fraudulently charging us and collecting the money on the side. When we called, the automatic recording that states how much we owe gave us a total withOUT the fee even though it appears on our statement! And where is our credit for the fee we already paid that we should not have owed?
Company Response: Closed with explanation

Timely Response

2018-10-11

Newark, DE

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-10

Durham, NC

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-09

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-10-09

MA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I submitted a request for a loan modification on XX/XX/2018. I was notified items were missing and I supplied those items on XX/XX/2018. Today is XX/XX/2018 and I still do not have response to my request for assistance.
Company Response: Closed with explanation

Timely Response

2018-10-05

Blackbird, DE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have tried on a number of times in person and via phone to contact this company. Tonight at XXXXXXXX XXXX I receive a call from the XXXX from Rushmore saying that I am late in my payment. NO I am not late. The due date is XX/XX/2018 which has a grace period of 15 days. Thus I am not late. This is called harassment. The woman 's name was XXXX and her number was XXXX XXXX XXXX. She called me for no reason except to harass me. I am not late in my payment. I have also paid my taxes on the house which they told me they would incorporate but they lied. I met in person with a woman Rushmore. I sent her emails and I called her. She did not have the decency to call me back or acknowledge me. Rushmore is a corrupt company and they lie. I have asked for a reduction in my balance because it does not make sense that after 12 years of payments to various companies I still owe XXXX. Not only they have no right to call me when I am not even late in my payment but they should tell me that after paying my county taxes why my mortgage is still high more than 600 dollars every month. This company which is represented in the US is actually in the XXXX. Who knows who their so called investors are.
Company Response: Closed with explanation

Timely Response

2018-10-04

Saint Paul, MN

Trouble during payment process

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

Complaint: This is a follow up on complaint # XXXX. After multiple attempts ( phone calls and faxes ) to get a pay-off letter from Rushmore loan services, and get them to release my loan, I sent a certified letter clearly asking for the release of my loan to be sent to the recorder of deeds ( I paid the fee via credit card to their manager XXXX on the phone on XX/XX/XXXX ). I received a follow up letter via fedex to my old address noting that they are responding to my inquiry as of XX/XX/XXXX, and advising me that XXXX XXXX owns my loan. I also received a letter via regular mail that was forwarded to my new address, saying they received my inquiry as of XX/XX/XXXX as to the status of my loan, which is XXXX balance due. No kidding. I asked for a payoff letter and a release many times, starting on XX/XX/XXXX. It is now XX/XX/XXXX and this basic servicing function has not only not been done, but Rushmore seems baffled as to what the question is. I don't know who XXXX XXXX is and I don't care. I want my loan released immediately, I want Rushmore to pay my escrow fee ( see complaint # XXXX ) and I want to be done with this.
Company Response: Closed with explanation

Timely Response

2018-10-03

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-10-02

Palm Coast, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: additional docs - Rushmore states that my account was still under foreclosure - affirmation docs were sent in and modification was completed around the same time. Previous servicer had the docs and therefore continued to send the statements. XXXX XXXX has not send statements and updated my credit score to reflect my loan was written off due to bankruptcy - thats not true.
Company Response: Closed with explanation

Timely Response

2018-10-02

Hesperia, CA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-10-02

Main Office, VA

Trouble during payment process

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

Complaint: Rushmore Loan Management Services purchased my HELOC from XXXX XXXX. I have received no statement from Rushmore, and they have put me into collections. I do not know how much I owe. After talking to them yesterday XX/XX/XXXX, they told me I would not owe penalty interest or late fees. Today, they are calling me accusing me of not paying, and telling me that I am in collections. They also claim that statements are " optional, '' and not required for debts owed. They have been and continue to be rude and treat me like a debtor. They also continue to call my wife, who is not on the loan, even though she has provided them other phone numbers. Additionally, they did not verify my identity prior to attempting a debt ( although I did not know what my payment was ).
Company Response: Closed with explanation

Timely Response

2018-10-02

PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Our mortgage management company ( Rushmore Loan Management Services ( XXXX ) XXXX ) continues to charge us flood insurance coverage for our Condo, despite providing them evidence and letters from the master insurance carrier that covers for the entire unit. Several attempts were made to resolve this issue with the company, and despite providing them with more than enough proof that the building 's master insurance covers for their flood requirements, they continue to charge us. Our loan number with the company ( XXXX ).
Company Response: Closed with explanation

Timely Response

2018-10-01

Palm Coast, FL

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Attached is the supporting docs - two issues ( statement needed for hardship loan & on going issues with Rushmore ) RE : URGENT : Hardship Loan from 401K - Loan : XXXX Please send me a copy of my statement or documentation needed to receive Hardship Loan from 401k. The request for statements have been outstanding since the loan was sold to Rushmore. XXXX had the reaffirmation document from my bankruptcy that was discharged in XXXX. Ive sent this doc 2x to Rushmore and I still do not receive statements. I need this documentation ASAP to receive the funds to clear the account. Thank you, Next issue : Statements needed Hardest Hit did not honor the contract I signed - had to take out " hard loans '' ( attached ) XXXX Inspector - no resolve Waiting for Inspection from Rushmore - Insurance and Engineer came out in XX/XX/XXXX FEMA check - need it endorsed so I can pay off previous debt for Irma and assist in getting work completed Case Manger does not respond timely and when I ask for communication via email or leave message - its ignored ( cell phone goes off - unable to dial out )
Company Response: Closed with explanation

Timely Response