RUSHMORE LOAN MANAGEMENT SERVICES LLC

2018-09-05

Fort Washington, MD

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Untimely Response

2018-09-04

Midlothian, VA

Struggling to pay mortgage

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-09-03

Smoke Rise, GA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-09-02

Swiftwater, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Dear CFPB, We are paying our mortgage on time, Rushmore Loan Management Services keep on sending a letter at least twice a month about late and delinquent payment and we are getting these letters constantly. Also, we signed the loan modification in a hurry without professional review. The modification we received was three months predated. We believed that penalty and interest are excessive, can you please review our loan modification it will be highly appreciated. Thank you very much. Regards
Company Response: Closed with explanation

Timely Response

2018-09-01

Patterson, MD

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My home loan was transferred to Rushmore Loan Management Services, LLC on XX/XX/2018 from XXXX XXXX XXXX. XXXX XXXX XXXX stopped collecting from me on XX/XX/2018. Rushmore date to start collecting from me was on XX/XX/2018. I am filing a complaint against Rushmore Loan Management Services, LLC because Rushmore gave me a Rushmore Pre-Welcome Letter dated XX/XX/2018. And then in XX/XX/2018 I received a Rushmore Welcome Letter dated XX/XX/2018 with a Substitute Form XXXX to fill out in which I knew the original XXXX Form was already filled out in the loan file. The Rushmore Pre-Welcome Letter means that Rushmore started collecting for my loan on its computer system two months in advance of XX/XX/2018. With this Pre-Welcome Letter dated XX/XX/2018 Rushmore gave me a computer generated interim payment coupon listing Rushmore loan #, due date XX/XX/2018, payment amount {$550.00} with my name and address and Rushmore address for sending in the payment. I cross out Rushmore loan # the due date XX/XX/2018 and put my prior XXXX XXXX XXXX loan # with due date of XX/XX/18. I also cross out the scan information at the bottom of the coupon leaving the amount at the end of the scan {$550.00}. A recoverable Advances Account was already established in Rushmore loan # by Rushmore collecting from XX/XX/2018 due date on Rushmore computer system for no payment and XX/XX/2018 due date for no payment on Rushmore computer system. And Rushmore knew XX/XX/2018 and XX/XX/2018 was being collected by XXXX XXXX XXXX for the time before XX/XX/2018 is the time that XXXX XXXX XXXX collect from me. My loan # with XXXX XXXX XXXX has an escrow account in it. XXXX XXXX XXXX verified on letter dated XX/XX/18 to me that XX/XX/18 payment was paid on XX/XX/2018 before service release and XX/XX/2018 was paid on XX/XX/2018 before service release. Rushmore received XX/XX/2018 payment directly from me in which Rushmore received it by certified mail on XX/XX/18 but Rushmore listed it as being received on XX/XX/2018. I have the certified note from the computer. My payments is broken down into principal, interest, and escrow each month in Rushmore loan #. But I can not see the escrow account balance each month but I see a recoverable advances balance that was established by Rushmore collecting before XX/XX/2018. And I have not received the Escrow statement that Rushmore is to give me within 45 days of established Rushmore loan #. And also the courtesy period by law in my loan which is 15 days after the first of the month is not observed on these mortgage statements that I have received from Rushmore Loan Management Services, LLC.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-08-31

Sandwich, MA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2018-08-31

Sandwich, MA

Attempts to collect debt not owed

Debt collection: Mortgage debt

Debt was result of identity theft
Company Response: Closed with explanation

Timely Response

2018-08-31

Long Island City, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Following are details about my situation. I bought a house in XXXX XXXX, NJ and the mortgage for the house from XXXX XXXX in XX/XX/XXXX. Since then my mortgage serviced by XXXX XXXX for a couple of months then got sold to XXXX XXXX, and Since XX/XX/XXXX being serviced by XXXX XXXX - this is when the problems started occurring. I have a fixed rate mortgage. When my mortgage was with XXXX XXXX and XXXX XXXX, my monthly payments were {$2800.00}. Rushmore Loans tried increasing the payments to {$3600.00} in XXXX of this year. I called them and asked them why - they were not able to give me a good explanation, and then brought my payment down to {$3000.00}. They again increased the payments again to {$3500.00} in XX/XX/XXXX. Unfortunately, I have been traveling Internationally and did not get a chance to dispute this increase. Once I got back stateside mid-XXXX, I got in touch with them and inquired as to why they increased my monthly payments. Their initial answer was that my property taxes have gone up from XXXX, the reason for the increase. I got in touch with XXXX XXXX ( XXXX - who is their tax assessor ) and she told me that in fact, my taxes had gone down from XXXX. This information is also available on XXXX XXXX 's website. I called Rushmore loans back, customer service stuck to their story of my taxes going up. After pushing them, they finally connected me to the tax department who acknowledged that that is not the case and agreed to do an escrow analysis. We agreed that we will revisit this after the analysis. After nearly a month I reached out to them again ( Begining of XX/XX/XXXX ), and they told me that their escrow department has rejected the request - saying that taxes have gone up. This time I asked to speak to a supervisor, who again brought in the tax department on the line and we went back and forth for more than an hour. Finally, this time the supervisor ( XXXX XXXX - his ext at Rushmore Loans - XXXX ) took on the responsibility and guaranteed that the escrow analysis will be done. On XX/XX/XXXX - I got in touch with them and asked about what is going on. They told me that the analysis was finally done and that there was an error on their end, the new payment is {$3100.00}. It included an escrow shortage of {$200.00}. When looking at the monthly payments ( principal + interest + insurance + PMI ), that I have been making since the beginning - there is no reason for an escrow shortage. I have talked to them multiple time now, and they keep saying it is in the escrow statement, but there is nothing in there that shows a shortage. In fact, there was a refund of {$2500.00} from XXXX XXXX from last year 's payments they made for taxes. When I investigated online, it looks like other consumers have also faced this issue with Rushmore Loans. Where Rushmore has told them that there is an escrow shortage without any information. In all of this, I also got in touch with the initial agent from XXXX XXXX who sold me this mortgage ( XXXX XXXX - p # XXXX XXXX XXXX ). Initially, when he looked at all the numbers and this increase - he told me that something is not right in the way Rushmore Loans is handling this mortgage and that there is no reason for this increase. Since then, I have been trying to get in touch with him, but he has not gotten back to me. I have no doubt in my mind that there is some sort of fraud going on at Rushmore Loans. They have been charging me extra since the beginning of this year, without providing any good reason what-so-ever. And have repeatedly given me the reason that my taxes have gone up when I have proof from XXXX XXXX that it has not. I have asked Rushmore Loans for documentation showing my escrow is in negative, and they have failed to provide that. I am attaching : 1. XXXX XXXX 's tax bill/payments - which shows the lowered taxes from XXXX - XXXX. Same details are available on XXXX XXXX XXXX I can provide any other documentation as needed. I hope this gives you enough information to take action.
Company Response: Closed with explanation

Timely Response

2018-08-30

Hornell, NY

Trouble during payment process

Mortgage: VA mortgage

Company Response: Closed with explanation

Timely Response

2018-08-30

TX

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: XXXX XXXX had home loans for years 10.5 % interest sold loan to XXXX XXXX 10.5 % fixed rate. again loan sold to Rushmore loan services 10.5 % fixed made about 6months payment at this rate. Now raised my rate to11.00280 %. Called Rushmore 8/29/18 as soon as I got this rate and new bill increase. Women could not tell me why, asked for supervisor no!!! Got nothing but run around. I know this is not legal. Called XXXX on same date ask what rate they sold loan 10.5 % they are sending more documents ' to the fact they sold this loan to Rushmore at rate of 10,5 % and should not be raised as it is a fixed rate. The women at Rushmore just as much told me they can do what they want. My opinion this is a fraud.
Company Response: Closed with explanation

Timely Response

2018-08-27

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Company refuses to unblock account. This is a dead loan. This company illegally bought the dead loan. Company continues to notify via mail to ex husband and grown children who no longer live here. Harassing daily with phone calls and letters Company needs to quit illegally foreclosing and trying to auction home this is the XXXX time in XXXX years and judge has found in my favor every time we have been to court. I am XXXX and now have a XXXX son. Illegally trying to modify and change loan that was already in place.
Company Response: Closed with explanation

Untimely Response

2018-08-25

Grover Beach, CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-24

Taft, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Complaint Description : Rushmore Loan Management XXXX XXXX XXXX XXXX, XXXX, CA XXXX NMLS ID : XXXX ( XXXX ) XXXX is withholding my {$34000.00} National Flood Insurance Program claim in escrow and will not remit the funds to me. My property, XXXX XXXX XXXX, XXXX, OH XXXX was damaged by flood on XX/XX/2018. The damage was inspected by a FEMA inspector and XXXX insurance company paid the claim. By law the funds were forwarded to XXXX XXXX XXXX XXXX XXXX XXXX XXXX File # XXXX. Rushmore sent an inspector to my home and he determined that I had completed 85 % of the remediation and repairs. At least 6 times requests for 85 % of the monies held in escrow has been submitted by Rushmore 's 3rd Party XXXX XXXX XXXX. Each time the request has been denied. I have submitted ALL requested documents, receipts, transcripts, letters, etc. I need the money to complete the repair of my flood damaged home. Your Desired Resolution : I am requesting that Rushm ore Loan Management Company remit the National Flood Insurance Claim money that they are holding so that I can repair my home.
Company Response: Closed with explanation

Timely Response

2018-08-24

DE

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: They will NOT send my payoff, they keep claiming they are faxing it and verify the fax #, every single time I call there is a different excuse, it takes 5 days, it takes 2 days, you sent the payoff request to the wrong fax number, can you verify the fax number, and now they say they have faxed it 3 times but don't have the times it was faxed. My attorney is holding my loan proceeds until they receive the payoff statement which never seems to come!
Company Response: Closed with explanation

Timely Response

2018-08-23

Sacramento, CA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-22

Cheverly, MD

Struggling to pay mortgage

Mortgage: Other type of mortgage

Complaint: I have a mortgage that is serviced by Rushmore Loan Servicing LLC. My mortgage is owned by XXXX XXXX XXXX XXXX. I have fallen behind on my mortgage payments immediately and ask for a loan modification. I received a letter after requesting a loan modification from Rushmore Loan Servicing stating that my modification was denied. The reason giving didn't make sense. Three of their reasons for denial led me to believe that there wasn't any due diligence in their consideration. 1- Income not sufficient to sustain any payments under any available loan modification program. ( The was no program offered ) 2- Employment History is not sufficient in length to qualify. ( I've been employed for the same company for 11 years. ) 3-Your Credit History reveals that my current obligations are excessive in relation to income. ( The letter stated under this bullet point ; could not be verified ) 4- Good Faith Payment : Proof of the good faith payment was not received. ( When applying for my modification I was not required to make a payment however it seems as I'm being penalized for something was not require at the time of application. However, I was informed that I have 14 days to accept Rushmore Load Servicing short sale options. This is evident that my modification was never processed and simply denied in the attempt that XXXX XXXX XXXX XXXX either foreclosed on my home or force me to short sale my home either of which will allow me to lose my home. Apparently, this is a common practice. Please see the link below. XXXX XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-08-22

Nyc, NY

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My loan was transferred to Rushmore Loan Management Services. I have a credit score over 800 and have never had a late payment. The website seems to be tailor made for people to make late payments. They say they have automatic payment scheduling, yet when I try to do that, I get a message saying " Not Available. '' When I try to sign up for electronic reminders, there is no actual link : It is a bait-and-switch " We encourage you to also GO GREEN by signing up for paperless documents! Receive email notifications when your statements are ready to view, versus paper statements in the mail. Sign Up Today '' no active link to actually sign up for reminders. They do not give information about when my payments are due. The website says my next payment is on XX/XX/18, but I've already made that payment and it does not show when the next payment is due. It's XX/XX/18 already. This company should not be allowed to deal with servicing, they are not capable. Their business model appears to be to make it as hard as possible to pay your bill on time. I am financially literate and I find this difficult, I can only imagine how others navigate this. Rushmore 's business practices verge on criminal.
Company Response: Closed with explanation

Timely Response

2018-08-21

Farmingdale, NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-08-21

Lewisville, TX

Closing on a mortgage

Mortgage: FHA mortgage

Complaint: Starting on XXXX the XXXX I started requesting a payoff notice to be sent to our title company to sell our house. Every time I am told it will take 24 to 48 hours. I have tried this process over the phone at least 4 to five times over the last two weeks and at l ; east 2 times through the online chat. As well as there is a document viewer on the website I was told I would be able to view the payoff statement every time I try I'm just given an error code. When I asked why I can not view this no one can even give me an answer. This is causing me to have to pay two home payments every month because we are already out of that home into a new one and can not sell without that statement. The title company has everything else they need and we are only waiting on that one document. They are very unprofessional and apparently all of my calls are being answered in a call center in another country every time I ask where I can file a complaint I am given the run around or transferred to a busy line or disconnected on. Today XXXX the XXXX I am being told there system is having technical difficulties after they told me it would be faxed within the hour. Please Help
Company Response: Closed with explanation

Timely Response

2018-08-20

Gastonia, NC

Trouble during payment process

Mortgage: Other type of mortgage

Complaint: I have filed two previous complaints beginning XX/XX/2018 with NO RESPONSE of resolution! Each company continues to blame each other ... Complaint # XXXX Complaint # XXXX I have a FEDERAL Hamp loan that offered an incentive program for Payments made on time. AND I was offered a RECAST AGREEMENT from XXXX XXXX to be executed by XX/XX/2018. Both were completed and executed on time as agreed. My loan was then SOLD to Rushmore. I followed up with Rushmore and they sent back a letter stating that they would have this matter resolved within 15 days of the date of response to the CFPB on XX/XX/2018. Still waiting ... ..NO response! I have called and spoke to both contact persons representing my case at each lending institution and can not get this matter resolved. XXXX XXXX at XXXX XXXX has clearly stated that Rushmore MUST pay the $ XXXX per the Federal Hamp Guidelines. He stated that he made these notes in my account so that it was documented on my behalf. His direct line is XXXX Ext. XXXX When I spoke to XXXX in the Legal Department at Rushmore she stated that she did not understand why it was taking so long for someone to respond to her request. That she would have to check with Loss Mitigation to see if they could help her. She suggested that I file another CFPB complaint to protect my interest. Her direct contact information is XXXX direct line. I request for a full audit of this transaction and to finalize this within 10 days effective immediately. It is a federal law that my loan be credited the $ XXXX as agreed by the Recast agreement that was executed.
Company Response: Closed with explanation

Timely Response

2018-08-17

Orion Twp, MI

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: When they look up my income they are not using the right amount and i have been trying to tell them that
Company Response: Closed with explanation

Timely Response

2018-08-13

Alpharetta, GA

Trouble during payment process

Mortgage: VA mortgage

Complaint: I am writing in response to Rushmore Loan Servicing Response dated : XX/XX/XXXX regarding my CFPB Complaint : XXXX. I am requesting that my loan be transferred to another Loan Servicing Company. Your Response on XX/XX/XXXX is still full of lies and misconceptions and is still Retaliatory and I will be escalating these issues to VA & Congress. We did complete a Loan Modification Application with XXXX XXXX who placed our account on a Forbearance through XX/XX/XXXX and transmitted this information to you. Also, your letter that you referenced in reply to this complaint - XXXX does not explicitly state that date which has been communicated to Rushmore Loan Management Servicing over 15 times via, email, phone, and CFPB Complaints. These statements contradict your false accusations, as if we did not complete a Loan Modification Application. Secondly, I have attempted to get in contact with XXXX XXXX over 5 times and have left 2 Voicemails on last week with no reply. I also called today and receive voicemail and had to be transferred to her again by another Representative. Why do you assign accounts to Representatives who have not intentions on reaching out to the Consumer. I was trying to reach her to levelset and touchbase on my status, but there was 0 attempt to reach back out to me. I am requesting that my Loan and Forbearance status be reassigned to another Loan Servicing Company which has our best interest in mind without polluting lies and stall tactics when we are making concerted efforts to speak with a viable experienced Loan Modification Representative.
Company Response: Closed with explanation

Timely Response

2018-08-10

VA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: My mortgage was sold to Rushmore Loan Management Services, in early 2018. Since then Rushmore has not paid any insurance which they hold escrow for. In XXXX my homeowner insurance was cancelled until threats were made that if not paid further action would include legal action for non renewal increase of over {$2000.00}. Now as of XX/XX/2018 my Federal Flood insurance has expired due to non payment, this too is escrowed by Rushmore, and Flood Insurance is required by FHA. Rushmore has been sent via FAX and USPS notices dated XX/XX/2018 ; XX/XX/2018 ; XX/XX/2018 and XX/XX/2018. These notices were sent by my agent and carrier Assurant ( XXXX XXXX ) for XXXX. In addition my agent called Rushmore three times to try to expedite. Rushmore loan number XXXX XXXX XXXX XXXX XXXX, TX XXXX Phone XXXX Fax XXXX Help please. XXXX Property is located in XXXX VA
Company Response: Closed with explanation

Timely Response

2018-08-08

Cheverly, MD

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: Good Day, Since XX/XX/2017 I have been trying to submit a modification to Rushmore low mileage on several occasions since XXXX and XX/XX/2017 they have told me they have received the packages in later turn around or day after or two days lately with a message or city some type of a mailing no they dont have all the paperwork and when I get in contact with Rushmore and let me know if the let me know what paperwork they need which they already have received which I faxed over again and then they say they will send it to the underwriters in which what is it to the underwriters they call me back to see another different pages missing or I need to write in my own hand writing why dont I have this why that I have that I have sent documents with this complaint that I have thats involved. I have been through HARP COUNSELING, they also say I should be approved. I believe Rushmore Loan Management is trying to force me even being on XXXX through my employer out my Home for my Wife and Kids. I am sick and now that things are on track financially I can start to recover my life back. Even though I have XXXX XXXX XXXX that should not be a reason to discrminate me on being able to keep my home I do not want to lose to foreclosure. Over a year Rushmore has been stringing me along to raise the dept to make it hard to get approved for help to keep my home. They have lied to me on numerous occasions. Please help me and my family stay in our home. God Bless you.
Company Response: Closed with explanation

Timely Response

2018-08-07

Bedford Park, IL

Applying for a mortgage or refinancing an existing mortgage

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

Complaint: XX/XX/2018 Co.Rushmore loan management services located in XXXX Ca XXXX. My name is XXXX XXXX from XXXX Illinois address XXXX XXXX XXXX XXXX XXXX. I called today asking for a A home equity loan or refinance this company couldnt provide neither one they said stop doing it in XX/XX/XXXX of this year XX/XX/2018. This Co.Never sent no email phone call or mail that they were stop providing this Service and didnt know if they were going to ever do so again something has to be done about this problem
Company Response: Closed with explanation

Timely Response