RUSHMORE LOAN MANAGEMENT SERVICES LLC

2018-06-10

Northville, MI

Trouble during payment process

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

Company Response: Closed with explanation

Timely Response

2018-06-09

San Jose, CA

Struggling to pay mortgage

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-06-07

Clarkesville, GA

Trouble during payment process

Mortgage: FHA mortgage

Company Response: Closed with explanation

Timely Response

2018-06-07

Oxford, GA

Trouble during payment process

Mortgage: VA mortgage

Complaint: Rushmore responded to the prior CFPB Case Number XXXX incorrectly. We have a Forebearance which goes through XX/XX/2019, per the letter and agreement which was sent to them several times by XXXX XXXX XXXXXXXX which transferred the loan to Rushmore. They have ruthless tactics and do not respond appropriately. Also, I have attempted to call the assigned contact - XXXX XXXX - at least 3 times and have received no follow-up or contact regarding potential questions I have regarding our current Forebearance which goes through XX/XX/2019 nor did she respond to my voicemails. This is unacceptable customer service and needs to be escalated beyond their Customer Service Department without any retailiation toward the client for raising our concerns on the overt disregard for U.S. Veterans.
Company Response: Closed with explanation

Timely Response

2018-06-07

Concord, NC

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-07

Jacksonville, FL

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: After being affected by hurricane IrmaXX/XX/XXXX. Due to damage and repairs I had to make out of pocket. My mortgage company XXXX helped me apply for a hardship and was working with me prior to the sell of my mortgage to another company. My point of contact at XXXX was XXXX XXXX XXXX. Spoke with her weekly and was assured everything was being done to help me keep my home.XX/XX/XXXX was notified my mortgage hardship was approved and they were waiting for finale numbers before sending me out my new contract to sign. XX/XX/XXXXnotified my mortgage was being sold to Rushmore Loan Management and my modification would remain in affect. Reach out to new company assigned to XXXX XXXX XXXX Notified her of my concerns and she acknowledged everything would continue as it was. Called weekly to stay on top of the situation only to receive a letter of denial in the mail and a offer to pursue a short sale. Today after no return call from speaking with a supervisor on Monday Call and spoke to XXXX. Who informed me that supervisor XXXX XXXX found the modification from previous Lender and waiting for supervisor to come out of a meeting to finalize modification. I do not believe them so I wanted to put a complaint in place for some one else to help me keep on top of this. Thank -You
Company Response: Closed with explanation

Timely Response

2018-06-07

Blackbird, DE

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: My Mortgage is through Rushmore loan management. We are now in mediation. I applied for a loan modification in XX/XX/XXXX which was approved so I started making the payment via verifiable funds ( XXXX XXXX ). For six months I made payments. In XX/XX/XXXX I had to have XXXX and my short term XXXX was declined. So again I fell behind. Now according to them they sent me papers confirming my modification after the 6 months of payments which I never received. Not knowing the modification was not final and falling behind again, I request another modification. Now I found out that the payments I made in XXXX went back to XX/XX/XXXX. Which put me 19 months behind, So of course I tried to work it out and requested a new modification. That was denied so I appealed and it was denied as a FINAL denial. So now mediation. Well at mediation XX/XX/XXXX I was informed that my fixed rate loan was changed to a ARM and it has doubled my payment plus the late fees and repayment plan. Over 3000.00 a month they want. I never like this company and have heard of many people to whom have also had issues with them. They are hard to get on the phone don't return calls and never give you all the facts.
Company Response: Closed with explanation

Timely Response

2018-06-06

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-06

Quartzsite, AZ

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I am writing this letter of complaint regarding Rushmore Loan Management Services. We purchased our home in XX/XX/XXXX, and later refinanced through XXXX XXXX in approximately XX/XX/XXXX, in XX/XX/XXXX we added a room on to our home due to an increase in our family. We financed a second mortgage through XXXX XXXX. We had no problems at all with our loans and no disagreements regarding the on time payments to these companies. In XX/XX/XXXX both mortgages were bought by Rushmore Loan Management Services ( RLMS ) we have encountered nothing but problems since RLMS purchased our loans in XX/XX/XXXX. We have had an ongoing battle with RLMS since XX/XX/XXXX over the payments of the first mortgage, if they were paid or not paid. The first time we were made aware of the Missed payment the excuse RLMS gave us was when the 1st Mortgage came over from XXXX XXXX the XX/XX/XXXX payment did not come over with the mortgage package. However we proved the payment did in fact follow the loan to RLMS. Then representatives at Rushmore kept changing the month that the payment was missing. Each time we determined the payment for the specified month, had in fact been paid, the month of the missing payment changed. This is still happening to this day. In researching this matter we found that RLMS had pulled double payments in certain months and no payment in the following month. After proving the payments have all been made, we were again required to send in the proof of payments several more times. In XX/XX/XXXX, I spoke with a representative in the customer service department who after going over all the history of payments said that we were current on the payments and not to worry, because according to what she was seeing there were no missed payments. This brings us to the present issues we are having with RLMS which are as follows : On XX/XX/XXXX, we received a letter dated XX/XX/XXXX, notifying us our payment had increased from XXXX to XXXX, Retroactive back to XX/XX/XXXX. When I called RLMS the representative explained that was for advanced escrow fees, they had paid our property taxes, we had already paid. We did not receive this notice until XX/XX/XXXX, however, when I called RLMS the representative was adamant that we were notified prior to the letter dated XX/XX/XXXX. The representative started to argue with me over the payment and told me that it was too bad, we could not accommodate the increased amount, we would pay the increased amount or else. I hung up the phone and called back later. The representative I spoke with at this time told me that I could request the payment be spread out over a period of time, and our payment amount would not increase by such a large amount. I faxed a letter to DCA ( the department the representative told me to fax it to, but she did not say what DCA stood for ) the same day, XX/XX/XXXX. We have not received written notification that our payment has been adjusted to reflect a spread of 36 months for the advancement of the escrow, and to continue the escrow for property tax purposes, which in the future RLMS will be paying from the escrow account, something we asked them to do in XX/XX/XXXX, when this first started. RLMS stated they could not change things to have us increase the payment to start an escrow account. In late XX/XX/XXXX we found out that the reason we were getting notices that we were months behind was because of the adjustment to the payment retro to XX/XX/XXXX. I was told by the representative I have been dealing with about the adjustment and that to bring things into line I needed to pay XXXX dollars to make up the difference for the XX/XX/XXXX and XX/XX/XXXX payments. I have been trying to do that however RLMS has not taken that amount out of our checking account. Rushmores Confirmation Number for this payment is XXXX, made on XX/XX/XXXX. Later we found out RLMS was trying to take this out of a closed account even though I had given the correct bank routing number and account number. Finally, on XX/XX/XXXX, after two more tries RLMS finally got the bank account correct and took the XXXX. A representative, XXXX, from the California Office was kind enough and patient enough to go over the account payment history with me since Rushmore had taken over the loan. I went through all my bank statements from the time RLMS took over the loan and I have found that Rushmore had not taken the payment for some months, but took double payments for some months. During the months of XX/XX/XXXX through XX/XX/XXXX Rushmore was automatically withdrawing the payments from our checking account. In XX/XX/XXXX, I discontinued that option, and send the payment through my credit union bill pay directly to Rushmore, since XX/XX/XXXX not one payment is missing. We were also turned over to a credit bureau for being 30 days late, due to the increase in the payment amount, the amount of payment being sent was actually short, since the payment had been adjusted to XXXX from the XXXX, there again we had no idea the amount of the payment had changed and was retro-active back to XX/XX/XXXX. We would like this to be corrected with the credit bureau since this was of no fault of ours. RLMS is also trying to foreclose on our loan. When I sent a letter of complaint to RLMS DCA Dept. asking these issues be corrected we received a letter stating the report to the credit bureau was not an error and therefore they would not correct the notice to the credit bureau. The complaint also contained the rest of the issues as stated in this letter, but those issues were not, nor have they been addressed, in fact the issues are being totally ignored by RLMS. RLMS representatives are now saying that we missed the payment to XXXX XXXX in the month of XX/XX/XXXX, before RLMS even bought the loan. We have a payment history from XXXX which shows that every payment had been made on time. However, RLMS wants us to get proof from our bank that the payment was in fact taken out of our account. We have already provided them with more than a year of past payments. The real clincher is RLMS is also telling us that since RLMS is also telling us that our mortgage with XXXX XXXX was part of the program to lower our interest each year by a small interest point, if all payments were made on time, we owe back interest on both loans. The representative at RLMS said the reason for this is because there was a class action settlement inXX/XX/XXXX because of a law suit against the program, and in that settlement the requirement was to pay back all that interest by adding it to the end of all the customers mortgages who were under that program. This is the first time we have heard of such a thing. Shouldnt XXXX have been the one to notify us when this took place, since it was in XX/XX/XXXX, months before our loan was sold to RLMS? If this really is our problem, shouldnt we have gotten legal notice? We want to straighten out this mess with RLMS and be able to come to some kind of agreement to get this back on track. Just a side note, while researching RLMS I found numerous complaints for the same type of dealings with others, those that had mortgages with XXXX XXXX are receiving the type of treatment we are. One Consumer Advocate site listed 355 complaints against Rushmore Loan Management Services.
Company Response: Closed with explanation

Timely Response

2018-06-06

Tarzana, CA

Incorrect information on your report

Mortgage: Conventional home mortgage

Complaint: In XX/XX/XXXX, my husband lost his job. At this time, we had a home mortgage with XXXX XXXX XXXX. We contacted them requesting a loan modification. XX/XX/XXXX, we received a letter informing us that our loan had been modified and the necessary paperwork needed to returned by XX/XX/XXXX for finalization. Our first payment would be due XX/XX/XXXX payable to XXXX. We signed the paperwork on XX/XX/XXXX, and returned it immediately. We were then sent a letter from Rushmore Loan Management dated XX/XX/XXXX, stating that our loan was transferred/sold to them and the date our loan was sold was XX/XX/XXXX. I believe this is where all the confusion started. In the meantime, we start getting letters from Rushmore stating that our loan is delinquent. A phone call was made to Rushmore explaining the loan modification. They claimed that they never received the paperwork from XXXX in regards to the modification. I faxed them the XXXX paperwork to show that we were approved by them for the loan modification. This was in XX/XX/XXXX. We made our first payment to Rushmore in XX/XX/XXXX. We continued to call Rushmore regarding the modification in which they said that all the paperwork was in Underwriting. This was in XX/XX/XXXX. I'm a little confused as to why we were told that the paperwork was in Underwriting and then told that they never received the paperwork. We continued to make our payments and still kept receiving letters and phone calls stating that our loan was delinquent and in danger of foreclosure. All our payments were considered partial payments and unapplied. On XX/XX/XXXX, we received a call from a Rushmore representative informing us that because they didn't have the original paperwork that XXXX should have sent them, she was emailing us the paperwork that I had faxed them in XX/XX/XXXX to us and we needed to resign it and send it back to her immediately, in which we did. On XX/XX/XXXX, we received a letter from Rushmore indicating that their records show payments received for each month the loan has been serviced by them and once the modification is approved, Rushmore will correct any negative credit reporting and wave any late fees assessed as necessary due to the delays. XX/XX/XXXX, we received a letter from Rushmore letting us know that our modification was finally approved and all our payments were applied to the principal and interest. I don't know if all the fees and charges were reversed. My statements show a total of {$240.00} in fees and charges. Because of all this mix up, our credit report is showing a 90 day late on XX/XX/XXXX and a 90 day late on XX/XX/XXXX. I've written a couple of letters and Rushmore comes back and says it's because the loan mod wasn't approved until XX/XX/XXXX. This is not our fault for all the paperwork problems. We tried very hard to get this remedied.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-06-05

Harleysville, PA

Trouble during payment process

Mortgage: Other type of mortgage

Company Response: Closed with explanation

Timely Response

2018-06-05

Uniondale, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-06-04

FL

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Rushmore was repaid in late XX/XX/XXXX for past due amounts totally {$18000.00}. This repayment included CORPORATE ADVANCES for {$5700.00}. Foreclosure fees of {$410.00}. I made my first payment to them in XX/XX/XXXX for XXXX and ask for update payoff in which I received. My update payoff included another CORPORATE ADVANCE fee of {$750.00}. I am XXXX years old and have this property listed with my realtor in which I DEMAND Rushmore refund me ALL CORPORATE advances due to DODD FRANK rules and REMOVE the XXXX current charge on my payoff.
Company Response: Closed with explanation

Timely Response

2018-05-31

Ridley Park, PA

Trouble during payment process

Mortgage: FHA mortgage

Complaint: We closed on a 203k Loan in XX/XX/2016. All repairs were to be completed within 6 months. Weve had 3 different Contractors in the House for nearly 2 years now! Weve been making a mortgage payments on a fully completed project for 2 years and the project is not completed The HUD inspector never actually looked at the Contractors work ( which he is paid to do ) therefore, Contractors were paid on bad work .. ( floors ruined, ceilings leaking, sloppy unprofessional work.. horrible tile, items left in property.. just total disregard for the consumer We had to pay for 90 % of the materials out of pocket even though it was covered in the 203 k! Someone needs to be held accountable Can you help us please
Company Response: Closed with explanation

Timely Response

2018-05-31

Blue Springs, MO

Trouble during payment process

Mortgage: Conventional home mortgage

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

Timely Response

2018-05-30

Brentwood, NY

Closing on a mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-30

Arlington, TX

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-30

NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I filled out forms for a loan modification on XX/XX/XXXX. I received no response with the foreclosure date approaching I resent the loan modification packet on XX/XX/XXXX. I received a response from Rushmore stating that they do not do loan modifications for loans that are as far behind as mine they would also not accept it because it was less than 32 days before the sale. Yet again on XX/XX/XXXX they sent me ANOTHER LOAN MODIFICATION PACKET. If i am not eligible for ANYTHING as they stated why do they send this information to me? They have broken so many laws in collection of my mortgage. I have requested a breakdown of the loan where all the payments went from the inception of the loan I receive NOTHING. Not a print out of some computer information with balances for unknown amounts I requested an exact breakdown of where the debits and credits came from I received NOTHING I requested a payoff amount and what it comprised of I have received nothing but more packets to apply for modifications they say I am not eligible for.
Company Response: Closed with explanation

Timely Response

2018-05-29

NJ

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: Victim of a predatory Refi loan in 2007. It was suppose to be a cash out but a time of closing the XXXXongress Title closing agent said that the mortgage company is not doing a cash out just a conventional refi. Therefore the closing agent did not have all the closing docs including the HUD. She had me sign whatever docs she had. Later I discovered she signed the HUD and the appraiser fraudulently appraised the house. Appraiser stated that the house had gas and electric utilities when in fact it has below and underground oil tanks and oil heat. Never had gas utilities at property. Comps were inflated and done in another areas. Appraised {$95000.00} above market value. Today, lawyer is trying to foreclose using robo signed docs ( assignments, Mortgage, note ). CODI violations as well with multiple assignments.l have been in the foreclosure process of more than 9 years with two docket # s in XXXX County Court Hon XXXX XXXX
Company Response: Closed with explanation

Timely Response

2018-05-29

Blackbird, DE

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have on three occasions sent a letter to Rushmore requesting that I should not be paying XXXX instead of the monthly XXXX which I had been paying. They said this is the escrow for my taxes. They claimed that my taxes have gone up. How did my tax go up by XXXX dollars? I also sent a letter to them requesting that I will pay my own taxes but they have not done so and their agents keep harassing me about my payments. Rushmore is a third rate company that is trying to get more money out of me and others. It is enough to look at internet about the comments on them. I never signed any paper with the other company ( XXXX ) which is now being sued that I agree to a payment of XXXX. Hud representative was also involved in the whole affair. I demand that they reply to my letter and that I will pay my own taxes.
Company Response: Closed with explanation

Timely Response

2018-05-27

CA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have an escrow account and Rushmore loan services is the debt collector, since late XX/XX/XXXX. I have paid extra within XX/XX/XXXX and the new year on principle. I called XX/XX/XXXX to inquire why Rushmore had not received my monthly payment and why escrow was increasing. I was told that my home owners insurance was increased. I contacted my home owners insurance company ( XXXX ) XX/XX/XXXX and was told that I no longer have a home owners insurance with them due to failure to pay XXXX dollars in XX/XX/XXXX. I was told that they had notified me as well as my servicer that the amount was outstanding. ( I had contacted my insurance company to increase my insurance due to neighbor having dead tree leaning towards my property in XX/XX/XXXX. Neighbor cut tree down and I called the insurance company XXXX back in XX/XX/XXXX and they agreed to reduce policy to what is was before ). I spoke to a XXXX manager called XXXX and informed her that I was not notified of termination of homeowners insurance and that I would have paid the XXXX dollars had I known. I asked XXXX to reinstate my homeowners insurance that was terminated due to lack of payment of XXXX dollars. I was told I needed to do a new contract and this contract is XXXX dollars more a year than my old contract. My mortgage company appeared not to have been notified of termination of my home owners insurance or else they would have paid!? XXXX told me that Rushmore does not need to pay it is up to me to pay. I would like to get out of the escrow account and pay my own taxes and insurance or have a responsible debt collector who will not forget payments while increasing my escrow amount. I am a first time home owner who has been taken advantage of before and is in need of assistance. Thank you for your help.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response

2018-05-26

Oxford, GA

Struggling to pay mortgage

Mortgage: VA mortgage

Complaint: Our loan was transferred from XXXX to Rushmore and they did not send our Forebearance information from XXXX and we are now receiving threatening mailings from XXXX XXXX XXXX. I also sent an the approved Forebearance Attachment to Rushmore over 2wks as well to : XXXX and did not receive any acknowledgement. This is causing tremendous XXXX to my husband and I as we have gone through enough with our XXXX who was XXXX for over 34 days in XXXX which has caused tremendous XXXX and extenuating financial circumstances which is why we had to go through the loss mitigation process with XXXX XXXX and we thought all the information would be transferred seamlessly to XXXX XXXX XXXX. However, we are still receiving threatening notices from XXXX XXXX XXXX.
Company Response: Closed with explanation

Timely Response

2018-05-25

Kendall, FL

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2018-05-25

Springfield, MO

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: The property was originally purchased in XX/XX/XXXX and the loan modified in XX/XX/XXXX following a failed attempt to market and sell the property. The property was then rented until XX/XX/XXXX. A market analysis was conducted in XX/XX/XXXX by a realtor to determine value of the property and degree of market recovery in the area. It was determined that home values had not returned to XX/XX/XXXX levels and that the maket would bear a price of only {$55000.00}, compared to the mortgage balance of nearly {$85000.00}. The analysis of the property also revealed that investment would be necessary to re-list the home for rent and that no amount of investment would yield a home value that would meet or exceed the mortgage balance. The investment needed was not a financial fesibility. Carrying the mortgage without rental income was also an impossibility. Given this, we communicated with Rushmore Loan Management, the mortgage servicer, to determine options and were advised that a short sale was an option that seemed logical given the value of the home compared to the mortgage balance. We were not advised at that time that Rushmore did not have authority to give final approval of a short sale. Based on the information provided by Rushmore, we proceeded with the short sale process. As part of that process, various documentation was provided to Rushmore, pricing was approved by Rushmore, an appraisal was ordered by Rushmore ( showing a value of {$49000.00} - 51,000 ), a price reduction was advised and approved by Rushmore. At no point was I or my realtor advised that Rushmore could not provide final approval of the sale contract. An offer was received and approved by Rushmore. Based on this, another appraisal was conducted by the buyer that showed a value of {$55000.00}, slightly higher but still significantly less than the mortgage balance. Rushmore approved the offer. At this point, following approval of the purchase offer, Rushmore advised that the offer and short sale must received final approval from the " investor '' and that decision notice would likely be received within 24 hours. Two weeks later on XX/XX/XXXX, after numerous unanswered follow up calls to Rushmore, my realtor made contact with Rushmore and was advised that the " investor '' denied the offer and would not consider anything less than the full loan balance or a deed in lieu of foreclosure. I realize that this is within the bank 's right to decide. My issue is that I was I never properly advised of the short sale process, who truly held authority to approve or disapprove the sale, and the mitigation options that were truly available to me. I was led to believe that Rushmore could, would and did approve a short sale given the property 's value compared to the mortgage balance. I should have been advised, from the beginning, that Rushmore could not approve a short sale and that approval or disapproval was the determination of XXXX XXXX XXXX, the mortgage owner. Now we have spent significant time pursuing a non-option and the overall situation is more dire - further behind on payments, further damage to credit. This situation could have been mitigated with correct and proper information from the beginning, if this processes included involvement of the bank from the beginning, not the end. We have fought, for years, to do the right, responsible thing and maintain this property. Now, because information was withheld, we have lost choice and control over what happens with our property and face significant, detrimental financial impact.
Company Response: Closed with explanation

Timely Response

2018-05-24

Cumming, GA

Took or threatened to take negative or legal action

Debt collection: Other debt

Seized or attempted to seize your property
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Timely Response