RUSHMORE LOAN MANAGEMENT SERVICES LLC
Consumer Complaints
There are over 2172 complaints on file for RUSHMORE LOAN MANAGEMENT SERVICES LLC. Dated between 2019-12-11 and 2012-10-01.
Complaints Page 37
2018-02-11
San Jose, CA
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Please promptly establish a new single point of contact ( SPOC ) for my account, your SPOC XXXX XXXX lied to us, she is constantly making promises she does not end up keeping. On XX/XX/XXXX XXXX told my prepresentative ( XXXX ) she will email her manager to approve the late fee and will call XXXX back same day before she leave but she never did. This happen over and over, again and again on XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX XXXX said that she will email both payoff and reinstatement from 2 to 5 business day, on XX/XX/XXXX XXXX again said that she will email XXXX the reinstatement and payoff minus all late charge half hour from XXXX ET that day but she never did. On XX/XX/XXXX she request the proof of funds for payoff. this is a ridiculous request because I try to get the loan modification or i have to sale my property and I do not have proof of fund to show them to get the Payoff Statement. I am at work all the time to make money to save my house, I have agents help to submit loan modification and negotiation with Rushmore, I do not have time to talk to Rushmore and XXXX continued request to talk to me, regardless of my circumstances.
Your SPOC XXXX XXXX did not do what he required to do. I need a new SPOC from now.
Can I request XXXX XXXX XXXX in XXXX, Texas will be my SPOC?
Sincerely, XXXX XXXX XXXX FYI Managing Single Points of Contact Claims The old saying, As California goes, so goes the nation, has never been truer than in the loan servicing industry. In particular, the Single Point of Contact ( SPOC ) statute sets the standard for customer service in the loss mitigation arena that should be used as the benchmark through the country. This is even truer because case law interpreting the Homeowner Bill of Rights is tipping in the borrowers favor. Given the current environment, loan servicers, whether in California or not, would be best served by taking a conservative approach to pinning down issues of SPOC compliance.
In its basic form, the SPOC rules, codified under Civil Code 2923.7, mandate that servicers promptly assign a SPOC to the borrowers and explore alternatives to foreclosure with them, if requested. This seems like a mutually beneficial arrangement because borrowers want to exhaust all options to keep their homes, and servicers wish to have the loan performing again. However, it is often a challenge for both parties because of timelines and documentation requirements.
The legislature enacted section 2923.7 to ensure more transparency in the loss mitigation process and to ensure all loss mitigation efforts were explored before a foreclosure occurred. The legislature also sought to address a common homeowner complaint about being handed off to multiple asset managers, who did not know the loan, which caused the homeowners to duplicate their efforts. At the same time, those borrowers felt there was the threat of a foreclosure looming and no assurance that the servicer would be able to stop the foreclosure while the borrower attempted to submit the required documentation.
When is a SPOC Necessary?
Section 2923.7 ( a ) states : Upon request from a borrower who requests a foreclosure prevention alternative, the mortgage servicer shall promptly establish a single point of contact and provide to the borrower one or more direct means of communication with the single point of contact.
Different courts have different views on when this section becomes operable. One court stated that a lender need only assign a SPOC when a borrower requests one be assigned. XXXX v. XXXX XXXX XXXX, XXXX ( XXXX, XXXX XXXX ) XX/XX/XXXX US Dist XXXX XXXX. Another court came to the opposite conclusion and held that the SPOC must be assigned if the borrower seeks a foreclosure prevention alternative. XXXX v. XX/XX/XXXX XXXX XXXX., XXXX. ( XXXX, XXXX XXXX ) XX/XX/XXXX US Dist XXXX XXXX.
Though there are two opinions, the best option to remain compliant is to assign the SPOC when a borrower requests an alternative to foreclosure. That position is consistent with the plain reading of the statute and would be consistent with the purpose of the statute to offer options to the borrower about which he or she may not know.
What is the SPOC Required to Do?
The statute enumerates the SPOCs responsibilities. The SPOC must be able to : Communicate the loan assistance application process and explain the timelines under which both parties will operate ; Coordinate the receipt of all necessary documents and notify the borrower of any required documents necessary to complete the application ; Access the borrowers status with regard to the foreclosure prevention alternative ; Ensure the borrower is considered for all foreclosure prevention alternatives offered by the servicer ; and Communicate with those who have the authority to stop foreclosure proceedings. Civil Code 2923.7 ( b ).
The fundamental purpose of the SPOC is to be an entry point to the servicers loss mitigation network, which often contains a distressed asset component, a foreclosure component, and an underwriting component. The SPOC is meant to be the one person that can lead the borrower through this network and ensure the borrower is considered for all options for relief.
In addition to the foregoing, the legislature has required a higher level of supervisory oversight. The statute expressly states that the SPOC must refer the borrower to his or her supervisor, if any, upon request. In other words, the SPOC may not be the last point of contact.
Company Response: Closed with explanation
2018-02-09
Patterson, MD
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, MD XXXX XXXX My home of 26 years was damaged XX/XX/XXXX. My insurance company, XXXX, issued a check on XX/XX/XXXX and sent it directly to Rushmore Loan Management Services, XXXX XXXX XXXX, XXXX, XXXX XXXX. RLMS claimed that they then sent the check to me to sign. I never received that check. On XX/XX/XXXX, I reported to XXXX XXXX that the bank lost the check. It was cancelled and another check was sent to me on XXXX. I received and signed the check XXXX and sent it certified on that same day.
Before XX/XX/XXXX, Rushmore gave myself and the XXXX XXXX XXXX all of the missed documents they needed. This was completed at the beginning of XXXX. As of XXXX, I called to see if RLMS had received the check. It has been cashed, I was told by supervisor " XXXX '', that the XXXX which they previously told us had not been dated by XXXX XXXX ( which I witnessed them signing ) had been faxed, but their fax machine 's ink was so light they needed it sent again. They also told me they were emailing a form I needed to download, sign and send back to them. This form was not on the list I'd been previously told was needed before this date. They also have not sent that blank form to me as yet. I will have to call them AGAIN!
NOW they're claiming that my mortgage payments are behind and THAT is their reasoning for holding my funds!!!! This info was revealed ( magically ) just today at XXXX, and the clerk said again that they hadn't received a form that I KNOW I'd sent them previously with other forms they weren't claiming to be missing.
I asked the clerk for a supervisor who then said that the claimed " missing form '' was NOT missing! We then did a 3-way call to the construction company owner, who AGAIN faxed the documents that the supervisor said weren't completed and why. This is the 2nd supervisor who has said she would followup on this matter.
This bank is holding the funds for the repairs and keeps putting blocks up as excuses not to payout the funding to me. The interest on this payment must be paid to me by law. However, I need to just get the payment from them that they are holding from me. ( Please do not publish my address on this letter. ). I want to repair the damages to my home which are worse because of the harsh weather they are enduring.
PLEASE HELP ME WITH THIS!!!
Company Response: Closed with explanation
2018-02-09
Haymarket, VA
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-02-08
Kent, WA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-02-07
MI
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: We had a second mortgage from XXXX XXXX XXXX which was sold to XXXX XXXX on XX/XX/XXXX. We were in Chapter XXXX at the time which was discharged on XX/XX/XXXX. The second mortgage was cleared than. We have been dealing with XXXX loan mgt since XX/XX/XXXX to get a deed in lieu. Now they say that we need a release from XXXX XXXX to continue the process but XXXX XXXX has gone out of business and I can not obtain a release of lien from them. Absolutely no one can/will help resolve this and both XXXX and XXXX are saying that only XXXX can. There is no one at XXXX to deal with since the loan was sold. All we want to do was sign over the house to Rushmore loan mgt ( who is handling everything for XXXX ), we are completely frustrated over this and do not know where else to go. We have been dealing with XXXX XXXX at Rushmore, phone number ( XXXX ) XXXX, XXXX XXXX ( representing XXXX ) ( XXXX ) XXXX and XXXX XXXX ( XXXX ) XXXX. All we would like to know is how to resolve getting a lien removed from this secondary loan so that the deed in lieu can move forward.
Company Response: Closed with explanation
2018-02-07
Kendall, FL
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-02-06
Ellenwood, GA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I contacted your organization a few months ago to complain about my mortgage company, XXXX XXXX XXXX. I pointed out that they had taken over my loan from XXXX and had failed to give me any consideration for homeowner assistance programs. After filing this complaint, Rushmore did respond and requested that I provide them with the updated financial information. I sent in all of the documentation that showed I now had a change in my finances and was making more money. Rushmore told me I needed all of the paperwork in no later than XX/XX/XXXX in order for them to conduct the review. I got the paperwork in to them the last week of XX/XX/XXXX, but then they changed their tune and called me and told me they were unable to review, that the ACTUAL cut-off date was XX/XX/XXXX. This is just another example of Rushmore Loan Management engaging in unethical foreclosure practices. Since they took over my loan from XXXX they have consistently lost paperwork, changed account managers and failed to review my current financial information and give me access to the government and internal programs they have so that I can save my home. I have lived here since XX/XX/XXXX and XXXX XXXX XXXX XXXX for just as long. Approximately one year ago I began having serious health issues and was forced to be hospitalized for XXXX XXXX XXXX. By the time I got out of the hospital I was behind on the mortgage, and unable to work. I have now been classified as XXXX XXXX and I am on a fixed income. I have repeatedly tried to get Rushmore to engage in a fair and transparent negotiation so that I can resolve the matter of my delinquent payments but this has proven to be difficult. It is a constant runaround and paper chase and it seems that they are intentionally trying to stall so that they can foreclose on my home. I think it is wrong to mislead a US veteran who is now XXXX and try to force me out and not even give me chance to fix this situation. To make matters worse, Rushmore PRETENDED they were going to work with me and help me, and then when I submitted the information they said sorry, you are missing one signature on the XXXX so we are kicking you out of review -- and also, you sent this in to us too late!! Even though they had given me a different date when I first contacted them. Rushmore has now set a sale date for XX/XX/XXXX. This is wrong, they need to be stopped!
Company Response: Closed with explanation
2018-02-06
Hamburg, MN
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: My mortgage was transferred to Rushmore Loan Management Service LLC on XX/XX/XXXX from XXXX XXXX XXXX. I was at the end of Modification with them when it was sold. I received letter from Rushmore saying they are going to honor the modification XXXX XXXX XXXX had agreed on. My Payment 's was sent to BA of {$1100.00} So I started sending Rushmore payments on XX/XX/XXXX XX/XX/XXXX and XX/XX/XXXX I paid XXXX. In XX/XX/XXXX I called to make a partial payment I was told No by XXXX he couldn't take a partial payment. I received a call voice message on XX/XX/XXXX saying they were done with my modification. Most Modification after you do three payment 's your starts that next month. I never received my Modification paper 's from them until XX/XX/XXXX. Signed them and had them Notarized on XX/XX/XXXX. They sent me XXXX to me on XX/XX/XXXX. On XX/XX/XXXX they sent me copies of the paper 's I had notarized for my records. The letter was dated XX/XX/XXXX but envelope was dated XX/XX/XXXX. On XX/XX/XXXX a certified letter came with the date on top of letter XX/XX/XXXX. And the notice of intent to foreclose. On modification it states that payment begins on XX/XX/XXXX but I just signed them on the XX/XX/XXXX. I called Rushmore XX/XX/XXXX and spoke with customer service XXXX ID # XXXX he ask was I going to try and save the house I said yes. XXXX was shock and didn't understand why I just signed my paper 's. My loan was transferred on XX/XX/XXXX. Plus my payment went up to {$1200.00}. My question is if I'm just signing my modification paper 's how are they foreclosing on the property? I will be sending over documents. I just didn't here anything until XX/XX/XXXX on the modification.
Company Response: Closed with explanation
2018-02-06
Kendall, FL
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-02-06
Lansdowne, VA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-02-05
Hartford, CT
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: My current mortgage lender Rushmore Loan Services is trying to auction off my home. The servicing was transferred from XXXX to their company and I tried to engage with them to discuss various homeowner assistance programs. I could not get anyone to speak with me, I could not get a returned call, I could not get any information. There was no assigned account manager and there was no review of my current financial information conducted. Instead, we received a letter in XX/XX/XXXX stating that Rushmore would offer us a modification, but we needed to make a down payment of $ XXXX towards the arrearages. I was shocked at the amount, but at least we saw that Rushmore seemed to be willing to try and work this out. I immediately began calling them to see if they would consider a more manageable amount or actually conduct a review of our financial information. However, we once again were frozen outabsolutely no contact, no information, no returned calls, then we came home to see a foreclosure sale sign on the door. I believe that Rushmore is not following the rules or guidelines for homeowner assistance programs and is denying us access to any option for fixing this problem.
I have worked in restaurant management for 35 years and am currently an XXXX XXXX managing a group of restaurants and also responsible for developing new concepts. When the recession hit in XX/XX/XXXX/XX/XX/XXXX, the restaurant industry was one of the first victims, as fewer people would dine out. I soon found myself out of work for the first time in my life, and it would take me two years to find a job. My wife was able to find work, but she was underemployed and not making muchwe literally just had enough for food and utilities for over a year. Once I regained employment and was able to earn a good living again I began trying to contact my lender at the time XXXX, to discuss homeowner assistance programs. However, XXXX wanted nothing to do methey would not return calls, they would not assign a point of contact, they would not conduct a review. Our finances continued to improve as my wife found work as a para-professional.
We continued to try and resolve this matter and prevent our home from being auctioned. The loan was transferred to Rushmore and as explained we tried but could not make any headway. We then received a letter in XX/XX/XXXX telling us that we would be modified with a monthly payment of {$2600.00} but we needed to make a $ XXXX down payment. We could not afford the down payment but wanted to at least start a conversation or negotiation, but again when we called Rushmore no one picked up, no returned phone calls, no assigned account manager. Instead of actually working with a homeowner Rushmore set a foreclosure sale date.
We have the necessary income to afford a fair and reasonable payment. We want to do whatever we can to make this right, but getting a last minute letter with a demand for $ XXXX in order to receive a modification is not something we can afford at this time. We want Rushmore to review our current and correct financial information and come up with a plan that makes sense for both sides. I realize the delinquent amount, but there are various ways the loan could be restructured or modified so that this could work. I am making a nice living as an Area Director as well as my wifes employment -- -we can make a mortgage payment.
Company Response: Closed with explanation
2018-02-05
Kent, WA
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-02-03
Natrona Hts, PA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-02-03
Cape Fear, NC
Trouble during payment process
Mortgage: FHA mortgage
Company Response: Closed with explanation
2018-02-03
Hesperia, CA
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Company Response: Closed with explanation
2018-02-02
FL
Trouble during payment process
Mortgage: Conventional home mortgage
Complaint: Re : Rushmore Loan Management Services - Loan # XXXX My mortgage originated back in XX/XX/XXXX. It was originated without escrows for property taxes and insurance. I have always paid them on my own. My mortgage was sold in late XX/XX/XXXX. Subsequently, the mortgage servicing was also transferred to a new company, Rushmore Loan Management Services ( RLMS ). I was able to clear up a crisis early last year in talking with a senior management contact, XXXX XXXX. XXXX XXXX helped resolve several issues that were not conveyed in the transfer to RLMS. One remaining issue NOT resolved is an ongoing escrow issue I can not seem to resolve, and XXXX XXXX is apparently no longer available. XXXX XXXX advised lastXX/XX/XXXX, that I request in writing from RLMS, that they stop requesting and paying my tax bill and cancel my escrow account when they perform their 'initial ' escrow analysis. So, in XX/XX/XXXX after receiving their analysis, I did indeed write online to them via the website asking them to please close the escrow account. They did respond over a month later ( XX/XX/XXXX ) stating they can not due so as the escrow has a negative balance. Not happy with their response, I contacted them last week (XX/XX/XXXX ) and spoke with a customer service rep who informed me that she would send my request to the Escalation Dept. I have yet to hear back from them. My concerns as described to her are as follows : 1. My new monthly payment increased by {$430.00} ( and only includes property taxes, not insurance which I still pay quarterly. ) 2. My property taxes total {$1700.00} annually, this does NOT justify their substantial increase. 3. I CAN NOT afford a {$430.00} increase each month while still having to pay insurance quarterly. 4. I am concerned about potential future foreclosure proceedings without this being corrected to reduce my payment back to the {$820.00} I was paying previously. 5. I am also concerned about my credit record being negatively affected. 6. I am anxious and losing sleep over this issue! Please help!
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-02
Bremen, GA
Struggling to pay mortgage
Mortgage: FHA mortgage
Company Response: Closed with explanation
2018-02-02
Hinkley, CA
Closing on a mortgage
Mortgage: Conventional home mortgage
Complaint: XXXX XXXX has failed to communicate instructions on the process of the short sale and now the homeowner is at risk of losing the property. On XX/XX/XXXX, we requested that Rushmore open a file to have the property reviewed for short sale. They advised that because their system reflected an open loan modification review, that they would need to have that closed first in order to have a short sale opened since both could not be opened concurrently. I made them aware that this needed to be escalated since their was a sale date approaching on XX/XX/XXXX. On XX/XX/XXXX, I followed up with them to see if it had been completed and the representative advised that it had not but either way, we would have ample time to proceed with the short sale especially since we already had a buyer. Again, I reached out onXX/XX/XXXXand spoke with another representative who advised me to send in an authorization along with the listing agreement to their designated fax number. He advised that this would at least open up the workstation. I faxed in all documentation the same day. I understand that it takes Rushmore approximately 24-48 hours to have the information uploaded into their system so i called back on XX/XX/XXXX to confirm receipt that the fax had been received. At that time, i spoke with someone who confirmed receipt and went over what other document they would need to proceed. We gathered all the documents and faxed them out onXX/XX/XXXX. I called yesterday to confirm receipt and spoke with a Rep that they had been received but that the short sale would not be reviewed. When i asked why, he advised that the information would have had to been complete 30 days prior to the foreclosure sale date ofXX/XX/XXXX. I tried to explain to him that this is not what was being told to us and we followed the instructions of all the previous representatives that i had spoken to. He rudely advised that me being in the industry would have know this obvious guideline. I let him know that i in fact have been in the industry for quite some time and also know that it is Investor specific and that it is customary that the Servicing company advise you of such guidelines depending on the Investor. He still disregarded anything i had to say and advised that either way they were going to proceed with the sale of the property. I just cant believe the level of service from him I received and just find it unfair especially to the homeowner who fought so hard to prevent foreclosure in the first place.
Company Response: Closed with explanation
2018-02-01
Fort Worth, TX
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-02-01
Madison, WI
Trouble during payment process
Mortgage: Conventional home mortgage
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation
2018-02-01
Coram, NY
Struggling to pay mortgage
Mortgage: Other type of mortgage
Company Response: Closed with explanation
2018-02-01
Chester, VA
Struggling to pay mortgage
Mortgage: Home equity loan or line of credit (HELOC)
Complaint: My house was paid for except small equity line of credit in my mom 's name.i was on the deedXXXX XXXX XXXX XXXX sold this too Rushmore Loan co, they in turn tried to foreclose had to sell at a lower price. I'm wanting full value of that house was a family home. I've turned this over to my law firm to file against this Rushmore, they have bad ratings. They sent no paperwork until attorney sent foreclose papers, then had to sell to investor lost lot of money. Please help on this situation for me. Thanks XXXX XXXX XXXX XXXX XXXX
Company Response: Closed with explanation
2018-02-01
Rexford, NY
Written notification about debt
Debt collection: Mortgage debt
Didn't receive enough information to verify debt
Company Response: Closed with explanation
2018-01-31
Cheverly, MD
Trouble during payment process
Mortgage: FHA mortgage
Complaint: I previous had a alleged loan with XXXX XXXX XXXX and later discover they were in non compliance with the state Md. However they later transfer the alleged loan to Rushmore Loan Management Services, who later I discover that is not register or license as a third party debt collector or servicer to collect monthly payments {$2000.00} and to secure the alleged debt in the amount {$64000.00}. I receive a loan modification to filled out, I have questions and concerns of who is the secure party, who approve the loan modification and where is my money applied to far as the mortgage payments. I have sent debt validation notices to Rushmore Loan Management disputing the alleged debt.
As going forward, I will be paying my taxes and insurance. Based on my research, the entire company needs to be investigated completely.
Company Response: Closed with explanation
2018-01-31
Cordova, TN
Struggling to pay mortgage
Mortgage: Conventional home mortgage
Complaint: I entered in to a Trial modification agreement with XXXX XXXX XXXX XX/XX/XXXX the 3 monthly payments of {$1600.00} were paid in full. My mortgage servicer changed to XXXX XXXX during the modification trial period. I spoke with XXXX XXXX XXXX several times in regards to the property foreclosure sale since the modification agreement was with them and ask for their assistance. They refused to assist me and referred me back to Rushmore. Rushmore will not and did not honor the modification agreement and now they have a property foreclosure sale set for my home XX/XX/XXXX.
Company Response: Closed with explanation