RUSHMORE LOAN MANAGEMENT SERVICES LLC

2017-04-18

Main Office, VA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: We were near the end of an insurance claim with our previous mortgage company when our mortgage was transferred to Rushmore. When we finally had the additional documents and estimates ready, we sent the checks and all supporting documentation to Rushmore. After weeks of emailing and calling trying to reach the loss drafts department, we got the init ial 1/3 pay ments processed to the contractors that we needed to do the work. The work was completed ov er 2 we eks ago, and we have requested the inspections and payments processed for the completed work. After sending emails and calling leav ing Voice Mai l for our Loss Drafts contact, i have received no response from Rushmore. Furthermore, the contractors have been calling me for updates on payments. I was provided a " direct number '' to our loss drafts contact by customer service which we used several times to leave voicemail for our contact. That number has stopped working, and now they are telling us that " there is no direct number '' and they " ca n't transfer my call '' - which is contrary to information in complaints on this website. In addition to the lack of communication from Rushmore 's loss draft department, they also neglected to inform us that our payment had increased to " cover escrow shortage '' and if we had not been calling them almost daily, i would have made my first late mortgage payment in nearly 20 years of homeownership. This claim has already been going on since XXXX of 2016 due t o delay in the insurance settlement process, and these delays have already caused several thousand dollars of additional damage to the property. Rushmore 's claim that " their policy and procedure is for my protection '' is completely false as their delay is preventing repair of the property, risking additional damage, and, if our contractors are not paid from the insurance settlement that Rushmore is in control of soon, financial hardship for my family if we are forced to settle these accounts with our own funds.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-17

Jacksonville, FL

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: I have requested from Rushmore Loan Management Services since XX/XX/XXXX to provide the county with information that my mortgage has been transferred to them. Have been trying to have this account paid off and transferred to local bank.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

Dixmont, ME

Application, originator, mortgage broker

Mortgage: Reverse mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-12

Centerton, OH

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Complaint: In XX/XX/2007 we file bankruptcy. we reaffirmed on our home loan threw XXXX are attorney had are APR Modified under reaffirmation to 7 % that XXXX said was a fixed rate. If we paid on time every month it would drop 1/4 % to a cap of 5.5 %. Are loan was at the 5.5 %. our payments were {$560.00} a month as of XX/XX/XXXX. At the end of XX/XX/XXXX XXXX sold our loan to a company called Rushmore we received a bill end of XX/XX/XXXX that said if we paid before a certain date to pay beneficial then every payment there after was to be made to Rushmore. It was stated that everything would stay the same. we paid XX/XX/XXXX and never received a bill for XX/XX/XXXX. I called Rushmore and they stated that they did not have to send us a bill because we are still in bankruptcy. They told me our payment was now going to be {$950.00} a month and our APR is at 9.48 % They stated to me that they can do what they want with our loan because they now own it. I contacted XXXX at XXXX I was told that nothing should have changed. Rushmore will not provide us with any documentation of why they think they can go against our bankruptcy agreement.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-10

Columbia, TN

Loan modification,collection,foreclosure

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-10

Orange, NJ

Cont'd attempts collect debt not owed

Debt collection: Mortgage

Debt was discharged in bankruptcy
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-04-09

NJ

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: I submitted a loan modification to Rushmore loan management. My income was more then enough to qualify. The day I submitted the file the Rep spoke to me and my assistant helping me on the modification and he stated that he " did not like the file '' and he would not submit it to underwriting. He sounded like he was not fully " sound '' or he was on some type of drugs or medication. When I brought this to his attention he got more upset and would n't transfer me to a supervisor. He then told me I was at the 38 day period prior to my foreclosure sale date and he would do everything in his power to kill my file. I went to court and had the sale date moved 14 more days and than resent the file and requested a new account rep. I got a new rep and the file was sent to underwriting and then declined. I sent an appeal and I was told because I had a foreclosure within 90 days they would not review my appeal. I did research and found out once they have a full modification file 38 days or more before my sale date they are supposed to place the foreclosure on hold which they did not do, than they are supposed to allow me a 30 day appeal process no matter what and they did not do this either. I believe this account rep stayed on top of my file and made sure it was denied due to my race and his prejudice towards me. XXXX was the point of contact that fought with me and he made a personal decision to decline moving the file to underwriting. His phone line is XXXX.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-04

Woodland, WA

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-04

Lewisville, TX

Loan modification,collection,foreclosure

Mortgage: Reverse mortgage

Complaint: Rushmore Loan Management Services, LLC XXXX, CA XXXX My aunt and uncle ( deceased ) had a reverse mortgage that was serviced by a company called XXXX. My uncle died in XXXX. His wife could not afford to maintain their home nor afford to pay insurance and taxes on the home. In XX/XX/XXXX, she sent by certified mail return receipt requested, a letter to XXXX with a copy of the death certificate stating her situation and requesting that HUD take back the home. In XX/XX/XXXX, she had not heard anything from XXXX and called them. They told her that they had received the death certificate but did not have any record of the letter turning the home over to HUD. She again sent a copy of the first letter to XXXX by certified mail return receipt requested. At that point she washed her hands of the situation. She cancelled the utilities and quit paying for insurance and taxes. The home has now been vacant for over two years. On Friday, XX/XX/XXXX, she receives a certified letter from an attorney 's office hired by your company stating that they intent to accelerate the note if she does not pay {$110000.00} plus other fees. After getting the attorney 's office a letter of authorization to talk to them from my aunt, I was told that the file had been closed. My aunt is elderly. She does not need this kind of XXXX. She did what was required two years ago. My question to you is " What the XXXX is Going On? ''
Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-03

Middletown, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-03

Garden City P, NY

Loan servicing, payments, escrow account

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-04-02

Arvada, CO

Managing the loan or lease

Consumer Loan: Installment loan

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-29

WI

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My mortgage company Rushmore has been continually changing the rules and guidelines as I have tried to negotiate and work with them to modify my home loan. As a result, I am in danger of foreclosure and have a sale date set for XX/XX/XXXX I have been involved in negotiations with Rushmore for several months in an attempt to modify as well as assume this loan that was drafted in my now deceased mother 's name XXXX XXXX XXXX XXXX. My name is XXXX XXXX, I am her daughter and the legal heir. Their agents have been difficult to work with and have changed guidelines and rules and repeatedly moved the goalposts as I continue to jump through hoops to try and resolve this matter. Between me and my husband we can definitely afford a fair mortgage payment, but need Rushmore to work with us to address delinquent payments from the time of my mother 's passing as well as properly putting the loan into my name. I have complied with every request for information, then I am told it is not enough and that they need more. When I send in more their agents tell me it is too late, it is less than 37 days before a sale date so they ca n't even look at this information. It seems disingenuous and wrong that their agents are handling the matter this way. In XX/XX/XXXX, my mother acquired her property signing a HORRIBLE adjustable rate home loan originated with XXXX XXXX Bank. My mother 's mortgage has been transferred several times and was with XXXX in XX/XX/XXXX at the time of her passing. I inherited her home and subsequently incurred a substantial amount of unexpected out-of-pocket funeral and burial expenses. In XX/XX/XXXX, due to the struggling economy, I was laid off from my job. The aforementioned events compounded together caused me to fall behind on the mortgage payments. I contacted XXXX agents advising of my struggles. It was extremely difficult to actually speak with any agent. Next, I was advised that my loan had been transferred to XXXX, which is a division of XXXX as I understand it. I reached out to XXXX 's agents, but again had difficulty connecting with an agent. On the rare occasion I could get an agent on the line, they seemed extremely unwilling to work with me. XXXX 's agents advised me that the only option to resolve my mortgage crisis is to tender a lump sum payment to reinstate my mortgage loan. This request was and still is unaffordable. I continued to dig in and fight to get a review opened only to find that the loan had been transferred to Rushmore in XX/XX/2016. I have been able to speak with agent XXXX XXXX and had hopes that a comprehensive review of my current and correct financial information would be conducted. However, Rushmore continues to question my legal paperwork sent from my lawyer showing that I am the rightful heir through inheritance. Their agents continue to question the fact that my brothers already filed quit claim deeds in XX/XX/XXXX so that the title is held free and clear in my name. My lawyer has reached out to Rushmore on many occasions and provided everything that they have asked for. After their agents verified everything was received, we were then told that Rushmore would not look at the paperwork because the sale date was scheduled within 37 days. I know that Rushmore has the ability to work with me, I know that there are government and internal programs available for homeowners in my situation. We CAN afford a fair and reasonable mortgage payment and need Rushmore to review us for modification, forbearance plan, restructured loan or even some type of repayment plan. However, despite months of significant effort, we continued to be denied access by their agents.
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-28

Puyallup, WA

Loan modification,collection,foreclosure

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-28

Raleigh, NC

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: Yes Timely Response

2017-03-28

Puyallup, WA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-03-28

Williamston, MI

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-24

Middletown, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-24

Middletown, NY

Other

Mortgage: Other mortgage

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-24

Antelope, CA

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-21

WA

Application, originator, mortgage broker

Mortgage: Conventional fixed mortgage

Complaint: So I got a loan modification and XXXX from XXXX help me to do it it took a year to get my loan modification done I did n't miss a payment or was I late so tired of Rushmore so XXXX called me from Rushmore today to have me send more papers to them that me and XXXX have sent to them when my modification was done we talked to a manager and they said they had very thing they needed now they want more paper work from me that have already have sent to them when I made my last complaint and I sent out the papers work out again to day XX/XX/2017 I do n't know if I will ever get my statement from Rushmore my loan # is XXXX thank u so much XXXX someone need to fire a lot of people at Rushmore the customer service reps will not let u talk to a manager and if they do they put u on hold and then hang up on you and when u call back they do the same thing so please help if u can
Company Response: Closed with explanation

Disputed: No Timely Response

2017-03-20

Bloomington, MN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-03-16

Nashville, TN

Loan servicing, payments, escrow account

Mortgage: Conventional fixed mortgage

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

Disputed: No Timely Response

2017-03-15

Ch Hgts, SC

Incorrect information on credit report

Credit reporting:

Information is not mine
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response

2017-03-13

FL

Loan modification,collection,foreclosure

Mortgage: Conventional adjustable mortgage (ARM)

Complaint: My husband and I applied for a modification on our home from our lender. The lender had already scheduled a foreclosure sale date on our property ; however, we were told by several customer service representative including our accounts manager that once we submitted the application for modification in its entirety that the sale date on our home would be postponed until a final decision was made. The sale date on our home is scheduled for tomorrow, XX/XX/2017. Our application was submitted on XX/XX/2017, I called every day for almost two weeks to ensure that our application was received and that they had everything needed to move forward with the modification review. Once confirmation of the receipt of our application was provided I inquired again to my account manager and several customer representative that the foreclosure sale date would we postponed until a final decision was made on our application. However, after not hearing from our lender I contacted the XXXX County Clerk of Courts on Friday, XX/XX/2017, to verify that the foreclosure sale had been postponed and I was told that it had not been. I contacted our lender on the same day ( Friday, XX/XX/2017 ) to find out why the sale date had not been postponed and I was told that our lender had denied our modification on Tuesday, XX/XX/2017, because " they determined that we did not have enough of a deposit to put down '' ; and that because the application had been denied they would be moving forward with the foreclosure sale on XX/XX/2017. When I asked why the foreclosure sale date had not been postponed as I was told that it would be, I was then told, " the sale date would only be postponed if the modification application had been approved '', this is not what my husband and I had been told previously. I asked our account manager why they had not contacted us sooner to notify us that our application had been denied since our foreclosure sale date was only two ( 2 ) business days away to see if we had a larger down payment to move forward with the modification, he did not have a response. I asked our account manager to ask how much they needed for us to put down as a deposit, he said that he would submit the request ; however, when I called him today, XX/XX/2017, I was told that they were choosing to move forward with the sale date. Now my family and I have no where to go as the foreclosure sale date is schedule for tomorrow, XX/XX/2017, and because we were told at the last minute that the sale date was not postponed we do not have time to seek other legal recourse. My husband and I were mislead regarding this matter.
Company Response: Company believes it acted appropriately as authorized by contract or law Closed with explanation

Disputed: No Timely Response