RUSHMORE LOAN MANAGEMENT SERVICES LLC

2019-07-16

Durham, NC

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Public record information inaccurate
Complaint: On or about XX/XX/XXXX i filed bankruptcy and included in the filing, a home i once owned t was therefore relinquished and forfeited. XXXX XXXX XXXX left the loan open and is still open today even though the bankruptcy was closed in XXXX, and they continue to this day to report the activity on my credit report, included with these comments are actual letters from XXXX admitting they made mistakes and other illegal activity such as keeping the loan open in my name and letting other people service the loan. XXXX home loans has now sold the loan to another company, XXXX XXXX XXXX and failed to disclose any of the information about the bankruptcy proceedings, and they XXXX XXXX XXXX XXXX are now also reporting to my credit as a new foreclosure.
Company Response: Closed with explanation

Timely Response

2019-07-16

Alt Rio Grande, PR

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-16

Flushing, NY

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-15

Falls Church, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Thank you for your response on XX/XX/XXXX via CFPB. Please find attached XXXX of Attorney from widow of XXXX XXXX to XXXX XXXX as you requested. We still need to be answered following questions please reopen your case about our complaint. CFPB Complaint Numbers : XXXX and XXXX XXXX. Copy of all documents youve shared with Law of XXXX A. XXXX, XXXX without our permission. 2. XXXX XXXX XXXX is a real organization? The XXXX XXXX given was XXXX XXXX, certify mail with Return receipt never return. 2. You are not the only one claim to be the note holder, how do we know who is the legitimate note holder? 3. Actual Borrower is passed away ; dead person couldn't give any authorization to discuss subject loan 4. According to Gov Rules and Regulation, Loan Servicer do not have the power to foreclosure any property, who is initiate the last foreclosure sale. If you don't respond this issue properly, we might see you at the court. That is the recommendation of a CFPB officer If you are the right party ( we need to verify ), we demand following as the solution of the issues. 1. Stop fraudulent Collection Activities. 2. Fully disclose the Full Legal Name and contact information including website address of Legal Note Holders. 3. Honor Flex modification that XXXX XXXX promised on XXXX XXXX https : XXXX % XXXX % XXXX % XXXX? XXXX 4. Or if you paid to XXXX or XXXX XXXX, wed buy you out the price you paid to them. 5. Or Under the Truth in Lending Act pursuant to 15 USC 1601-1667j ( full disclosure ), We have a right to know who the true party of interest in this transaction is. As such, We are asking you to stipulate whether you are the holder in due course for my promissory note. If you are not the holder, then you admit to being the servicer of this obligation. Please also stipulate for the record whether or not our loan has been securitized, and if so, the name of the XXXX our loan is bundled with. If our loan has been securitized, then please provide us the pooling and servicing agreement that names our loan as well as any documentations that explicitly gives you the right to service our loan as well as enforce the promissory note in the event of a foreclosure. If you are hiding these facts from our despite our request, then you are hereby notified that you are committing fraud and shall be named in a wrongful foreclosure civil action.
Company Response: Closed with explanation

Timely Response

2019-07-13

CA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I FILED A COMPLETED LOAN MODIFICATION PACKAGE PRIOR TO THE SALE DATE IT WAS TIMELY DELIVERED TO XXXX XXXX XXXX AND XXXX XXXX XXXX XXXX ON XX/XX/2017 THE REASON FOR THE LOAN MODIFICATION WAS TO SAVE MY HOME THE PRINCIPAL BALANCE WAS XXXX ITS WHAT THE CONTRACT SAID THEN XXXX XXXX CHANGED THE BALANCE A DISPUTE EVOLVED BETWEEN MYSELF AND THE COMPANIES. I WROTE NUMEROUS LETTERS TO RESOLVE THE SITUATION I HAD XXXX XXXX XXXX XXXX ON BOARD TO HELP MY SITUATION BUT I KEPT GETTING THE RUN AROUND MY FILE WAS RUDELY MOVED TO PURETO RICO AND THATS WHEN ALL CONFUSION AND XXXX BROKE LOOSE " PUERTO RICO '' OF ALL PLACES THEN I WAS TOLD WAIT ON THE REVIEW AT THIS POIN I LOST TRUST IN THEM SO I FILED A BK TO PROTECT MY RESIDENCE ON XX/XX/2017 I WAS AT A SCHEDULED BK COURT DATE THE MORTGAGE COMPANY MENTIONED AND THE TRUSTEE ALONG WITH MYSELF WERE ALL TO BE THERE AT THAT COURT DATE I WAS TOLD BY THE JUDGE TO CONSULT AN ATTORNEY TO MY SURPRISE AND SHOCK I FOUND OUT ON THAT SAME DATE XX/XX/2017 A TDUS WAS BEING RECORDED AND I KNOW LONGER OWNED MY HOME WHILE MY LOAN MODIFICATION WAS STILL BEING PROCESSED
Company Response: Closed with explanation

Timely Response

2019-07-12

La Follette, TN

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I applied for a 2nd mortgage with XXXX XXXX in XXXX. To remodel this house, when I rescheduled my work so I could devote my full time efforts towards the remodel ( this is what I do for a living ) .. They had an appraisal on the home procing it's worth at $ XXXX.Which was exactly what was needed to obtain the loan.. After putting off several jobs to do the work and on signing day it was no longer a 2nd mortgage.. I was told they were illegal here in the state of TN.. ( lie ) ..and they had to assume the whole loan..and the interest was at 12 % not 8 % as discussed ... So I was told that after the renovation the house would appraise for much more, then I could refinance it at a lower rate.. again a lie.. the house was the money pit had to repair structure, wiring plumbing insulate windows and doors drywall paint. so the {$30000.00} was not enough I went back with my receipts and they told me I was maxed out and could have no more money.. So I hired a private accessor and he told me that he was having a hard time getting {$80000.00}. The house was not a 5 bed room 2 bath as they said it was a 3bed 1 and half bath as one bath was in the process of renovation.. .When I told him it was appraised at {$170000.00} less than 2 months ago, he told me that XXXX XXXX has their own accessors and they know in advance what the house has to be worth to get the loan and that is what they do to get you to sign, that is over price your house to make it look good. faced with this new an impartial value for the property, they dropped the interest rate to 10 % this was the first modification.. did not like they were supposed to do, drop it down to actual market value.. Things did not work out for me and my new wife.. She left with her 2 children. and since I owned another home I signed the property over to XXXX XXXX ... We tried to work things out and attempted a reconciliation .In AL.. No good we were done.. When the girls got out of school for the summer of XXXX They wanted to move back here ... I contacted them to see if the place was still available ... It was and we entered into negoations for the home to be sold to me at fair market value ... After paying {$1000.00} a month for 3 months and paying the back taxes I finally got the new amount for the house.. after I moved in and started working on the house again For approx. {$150000.00} not fair market value but an interest rate of6 % and an increase of the old over priced loan.. I refused this amount and the next day there was forclosure sales letters in the mailbox.. So either take the deal or we take the house.. second modification both times I was told I did not Qualify for a Hamp or harp ... I had direct deposit of ssi for one of my granddaughters who had lost both of her parents in a house fire, single parent, and direct payment to XXXX XXXX didn't miss a payment for 5 years..And again the principal increased.. When I confronted them with this Information. they took all payments and applied them to interest only. I told them the agreement was not set up that way they sold my loan to XXXX XXXX servicing They talked me through E signing ( XXXX XXXX ) And the Initial Agreement I was e signing was for a reduced amount of the principal to which there was 2 additional figures to be deducted on the final agreement.. Also there was a new escrow with an asterix.. again I was told this was optional and estimated ... Because I had my own home owners Ins and payed my own taxes.. The interest rate went down to 3.15 % and the mortgage only was XXXX I had it figured the new amount minus the other 2 amounts would have reduced the principal to less than {$90000.00} which is where it should have been from the {$150.00}, ,plus inflated figure. .Well they did not accept my mortgage only payment as they deemed it a partial payment. then XXXX me the agreement with nothing they promised at all. Then again Forclosure papers the next day.. Again did not qualify for Hamp or Harp ... This is XXXX well it comes around to renew my insurance and I called them and gave them my insurance name and the cost..they increased the escrow amount and when I questioned this and asked for a pay out for the account the supplied me with taxes and insurance and the total was already covered by the escrow ant this was only 8 months into the new loan in other words divisable by less than 8 not 12.. then they did not pay the taxes either ... when I took the letter from the tax department stating they were delinquent.. they sold the loan to Rushmore Loan servicing.. Every month I sent them faxes to prove I was owed escrow money and the taxes were not payed.. And I was even paying the new taxes and Ins myself so they had no payout at all.. They came up with new figures that they claimed XXXX payed out, ones not in the XX/XX/XXXX supplied by XXXX, Using terms such as Duel coverage ( Illegal ) and disreguarding the unpayed back taxes.. My monthly faxes demanding a new contract as this one was invalid went unanswered.. In fact they claimed that I owed money for taxes and insurance from before the XXXX document was signed. And clearly the document stated the new amount included all fees to include insurance and taxes.. As prior to the signing I was paying for them myself.. Well after a year they increased the escrow amount by over {$120.00} a month to recoup losses. And I payed all the taxes and Insurances from the time they assumed the Invalid loan. So I told them to waive the escrow amount until that could be fixed. They would not and by my calculations. only one city tax for {$320.00}, and one insurance for {$920.00} was ever taken out of my account. Leaving over XXXX so now again the threat of forclosure. unless I pay them {$10000.00} and up the monthly payment to over {$1200.00}. And again an increase in the principal to {$130000.00} all this for less than {$30000.00} and assuming on paper my original loan.. so after 11 years only less than {$2000.00} payed off on a 30 year note and approx. {$180000.00} made in payments.. Then the forclosure papers state XXXX XXXX is still the owner of the loan and they are selling it through another servicing company.. This is Slamming and against the law and wrongful sales, fraud and embezzlement. breach of trust and contract ... Rushmore loan Management services Just covered up and threatened me with Seizure of the property, Told me that the escrow money was theirs to do what they wanted to with it .. I payed in good faith the whole amount mortgage and escrow while paying myself out of pocket for my own taxes and insurance, hoping they would do the right thing but no {$10000.00} dollars most is my escrow money for taxes I payed and Insurance too plus Fees brought about by their refusal to accept the actual mortgage payment .. the overage in the escrow account is almost enough to cover the payments missed.. But this is made out to make me look bad and force me into bankruptcy and put them in the money And again to increase profit.. And they don't even own the mortgage XXXX XXXX still does. Hense the slamming and hiding behind false sales of my loan.. They still Profit from this indirectly with the bailout money. they received and the tax breaks they get for putting me and other families on the street and call the loan a loss.. The Gov should have let them fold and taught them a lesson..
Company Response: Closed with explanation

Timely Response

2019-07-12

Walker, LA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-12

Oxford, GA

Trouble during payment process

Mortgage: VA mortgage

Complaint: We recently completed a loan modification on XX/XX/XXXX which included calculations of escrow payments and detailed evaluation was completed prior to the loan modification being completed on XX/XX/XXXX. We initially turned our loan modification paperwork into Rushmore in XX/XX/XXXX and tax bills and insurance information was gathered by Rushmore and confirmed by both the XXXX XXXX XXXX - XXXX XXXX and XXXX XXXX XXXX XXXX XXXX who sent a bill to Rushmore Loan Management Services and information was readily available to underwriting during this 7 month period, prior to our final loan modification being approved on XX/XX/XXXX. Prior to the final loan modification being completed, we made 3 trial payments of $ XXXX and received a revised loan modification packet on XX/XX/XXXX which included our initial payment due on XX/XX/XXXX for {$4800.00}. We signed and notarized the finalized modification paperwork on XX/XX/XXXX and returned per requested by Rushmore LMS via the XXXX package provided. We were told this would be our new payment going forward. However, on today XX/XX/XXXX, we received a letter in the mail from Rushmore LMS stating our payment is now {$4900.00} which is a total Bait & Switch from the loan modification contract signed on XX/XX/XXXX. Also, as mentioned earlier and within the loan modification paperwork attached the principal, interest, escrows ( taxes and insurance ) were all part of the newly calculated payment of {$4800.00}. Therefore, our payment should not be going up this quickly after signing a loan modification with first payment due in XX/XX/XXXX for {$4800.00}. This is illegal bait and switch discriminatory and greed tactics exhibited by XXXX and XXXX XXXX XXXX XXXX. They are taking advantage of U.S. Veterans and XXXX Minorities. We just signed the paperwork and they are also causing haphazard misrepresentation and false advertisement regarding loan modifications.
Company Response: Closed with explanation

Timely Response

2019-07-12

Dallas, GA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I received a letter from Rushmore dated XX/XX/XXXX stating that my PMI would be removed as of XX/XX/XXXX, due to the original amortization of the loan. I had to request by fax that they do this, even though it was per our loan that it would be removed. As of today, XX/XX/XXXX, my statement still doesn't reflect that. Yesterday, XX/XX/XXXX, I received an escrow account disclosure statement and change of payment notice that still shows mortgage insurance and an incorrect amount for property taxes, and our payment increasing, for the second time this year. I received the property tax notice in XXXX for {$1600.00}. The taxes were discounted by the county because I turned XXXX last year. The amount for the prior year, XXXX, was {$2400.00}, which is what they are showing due for this year. They also added 2 months of additional escrow, initially, when our loan with XXXX XXXX XXXX was sold to them for servicing, last year, I believe in XXXX. I have spoken with their call center, and via email numerous times, and can never get an answer as to why this is going on. They continue to say that it has to be investigated. We already have a letter saying that the PMI would e removed as of XX/XX/XXXX, so that should not be an issue any longer. Please help me. They won't let me speak with anyone, ( supervisor ) when I contact the call center, which, I believe is in the XXXX. Thank you.
Company Response: Closed with explanation

Timely Response

2019-07-10

Arnold Line, MS

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-09

Elwyn, PA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-09

WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Complaint: I paid my mortgage on XX/XX/XXXX to Rushmore Loan Management Services. The total I paid was to catch the mortgage up and pay it through XXXX of XXXX. The total paid was {$910.00}, I got this total by calling Rushmore and requesting the total amount owed through XX/XX/XXXX. I spoke to multiple people to confirm this amount and was repeatedly assured that this was the full and only amount that I currently owed, and that the account had been satisfied through XXXX. About XX/XX/XXXX I received a call from Rushmore stating my mortgage payment was late and at risk for foreclosure. I then spoke to the lady who called and told her I had paid it through XX/XX/XXXX, and had been assured that the account was satisfied and completely caught up. She stated that she did in fact see the payment and that instead of them applying it to XXXX payment that they had taken the money and applied it to fees and that she would get it reversed and applied to my mortgage thereby making me current. I have spoken to Rushmore since then trying to get this matter resolved and have yet to get the money applied back to my account for XXXX payment ( as of XX/XX/XXXX ). On XX/XX/XXXX I spoke with a Rushmore representative who again verified that XXXX payment had in fact been sent in and had not been applied to XXXX. She assured me that she would personally handle it and would call me back no later than XX/XX/XXXX to let me know it had in fact been applied to XXXX payment. I have not heard back from Rushmore, but instead got another threatening letter from them and no return phone call. I have constantly contacted Rushmore through every media available, and have spoken to every department in the company trying to get this matter resolved since then, and have been met with no help. I have also attempted to use their online services, but they proved to be no help. I tried to obtain information about my account and payments online, but there was no information available to me through their online services. I requested a physical copy by calling the company, requesting on online services, and by written mail, of all of my charges and allocations of my payments to see where they have been being applied, and was completely ignored and have yet to receive that information, this has been a struggle since Rushmore took over my account from the previous mortgage holder. When I did ask for said information, the person I spoke to said that I had to pay everything owed first and that they couldnt/wouldnt give that information until the account was caught up. I have been continuing to keep in contact with Rushmore the best I can, but when I try to speak with someone, I get one of three responses ; 1 ) they hang up on me ( not a coincidence this has happened repeatedly ). 2 ) They tell me they cant do anything because the account is past due and refuse to even speak to me about anything else, and refuse to fix the past XXXX issue and tell me that any amount paid will either go to fixing XXXX amount or back to fees. Or 3 ) They say they will fix it and get back to me in a set amount of time. I dont hear back about the issue and instead just get more harassing calls and threatening letters. If they do call back, it usually starts the process over where they say they cant help until the mortgage is caught up ; this never happens because the money isnt being applied to my monthly mortgage like its supposed to. I was switched from a Mortgage company to Rushmore for no apparent reason ( which is their prerogative ). However, I was current with the previous company for well over a year when I was switched to Rushmore. I was also not notified that Rushmore was a debt collector, which would not have made sense at the time because my account was current and had been for a while now. When Rushmore contacts me over the phone, the representative always starts with I need to inform you that this call is from a debt collector attempting to collect a debt, any information obtained from this call will be used for that purpose. Im not entirely understanding why I was switched to a debt collector when my mortgage was current, and have been falling more behind because of the issues with this company. Rushmore had also decided to switch my house insurance over to them, which I had been privately paying with the same company for years. They didnt give me a reason why, but my house insurance bill increased by {$600.00} a year, and Im not sure why. Some of the fees that have been being applied to my account are value/HOA/INSP Cost which is XXXX times a month which is constantly adding to my bill, as well as deducting these costs from any payments I send into them, which makes my account delinquent again, regardless of what I pay. So when I make a full monthly payment, they deduct these fees first, then the amount is no longer sufficient to satisfy the monthly amount due there for, according to the Rushmore representative, they absorb the rest of mortgage payment I sent into fees and make the account delinquent again. Then restarts the cycle of harassing calls, threatening letters, and refusal of information, along with empty promises of fixing the issue. My current mortgage statement, which was mailedXX/XX/XXXX, states that I owe as follows : Payment due XX/XX/XXXX : applied XX/XX/XXXX Payment due XX/XX/XXXX : Fully paid XX/XX/XXXX Payment due XX/XX/XXXX : Fully paid on XX/XX/XXXX Payment due XX/XX/XXXX : Fully paid onXX/XX/XXXX Payment dueXX/XX/XXXX : unpaid balance of {$240.00}. Payment due XX/XX/XXXX : Unpaid balance of {$330.00}. Payment due XX/XX/XXXX : Unpaid balance of {$330.00} Which if the XX/XX/XXXX payment were correctly applied, this would leave me owing {$670.00}. On the delinquency Notice given on the mortgage statement, the amount listed above total to {$670.00}, and this is the only amount that it says is due. On the bottom of that same section, it says Total : {$1400.00} due. It does not provide where this amount is due from, and the amounts that this statement says I owe does not match that amount. According to the same section, it says that I am only XXXX days behind, and says the account is paid through XX/XX/XXXX. I do not understand why my XX/XX/XXXX amount is not applied-but it says my account is paid to XX/XX/XXXX, I dont understand how theyre saying Im in foreclosure if Im only XXXX days behind, and I dont understand where this huge amount is from where it blatantly states in the same section that I only owe less than half of that. My payments listed on the mortgage statement sent by Rushmore on XX/XX/XXXX are as follows : XX/XX/XXXX : {$500.00} XX/XX/XXXX : {$400.00} XX/XX/XXXX : {$910.00} The amount they are threatening imminent foreclosure over is {$1400.00}. There is no information that provides where this amount is from, there is no information about what months this amount is due from, and there is no information that corresponds with this amount on any paperwork I have besides the imminent foreclosure letter. Again, they refuse to provide information about this amount and will not answer where this amount is due from. According to the statement from the end of XX/XX/XXXX, I only owe {$670.00}. I do not know where the other {$790.00} is from, and have no way of knowing because they refuse to tell me. There is such an inconsistency with what amount is actually due, because the foreclosure letters dont match what is due from the mortgage statement. My mortgage statements never show me current, no matter how much money I pay in. The inconsistency has been an on going issue. Even if I were to pay the {$670.00}, I do not have on good faith that the amount would go to my mortgage, but instead to fees leaving me more behind. I have owned this house since XX/XX/XXXX, and I am farther behind now, then I was when the house was first purchased. Since XX/XX/XXXX, I have requested information about complaining about the company itself and investigating about the issues I have had, and was told the only available resource was their personal complaint department and that I had to go through them. They told me I couldnt complain through any other form, and there was nothing else I could do. I did try to file complaints through them and was again never able to actually get a solid answer from anyone other then we will fix it, which never happens. I am a single mother trying to keep a roof over my kids head, and have been drowning just trying to keep up with this company that continues to threaten and harass me. I have been fighting this company during my fight with XXXX XXXX and have been trying to remain current. This seems impossible because no amount I pay is added to my account and doesnt resolve my past due amount. I am desperate and need help. The only resolution I can see is trying to hire a lawyer and fight this company but I cant because I cant keep up on my payments as it continues to not go to payments, instead goes to fees and continues to fall behind ; leaving me unable to ever get caught up. Every spare dime I have has been being sent to this company trying to keep my house of over 20 years, and it doesnt seem to be making a difference at all on my monthly statement. I look forward to hearing back from you soon as the threats of foreclosure continue every day. Thank you
Company Response: Closed with explanation

Timely Response

2019-07-08

Plymouth, FL

Struggling to pay mortgage

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

Complaint: After trying to sell my home for 5 years, I finally moved renters in XX/XX/XXXX to cover most of the first and second mortgages. In XXXX of XXXX, they moved out and I have fallen behind on 7 months of payments for the 1st mortgage and HELOC. I have a buyer for the home. Rushmore Loan Management Services has my HELOC, so in XXXX they had an appraisal done on the home and asked the realtors to reduce their commissions and send a new closing statement. We did all that. Rushmore 's appraisal came in at {$550000.00}, My contract to sell is for {$550000.00}. NOW Rushmore says no we are not going to let you sell the home, you have to just let the first mortgage foreclose, we will NOT sign off. They have put me through months of stress and I am a senior. Do I have any recourse since they are forcing me into foreclosure?
Company Response: Closed with explanation

Timely Response

2019-07-08

Ormond Beach, FL

Applying for a mortgage or refinancing an existing mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-05

Falls Church, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-07-05

WA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: My mortgage was transferred last XXXX to a new Rushmore Loan company. I can't call them a management service because they're inept in both areas and appear to have no idea what they're doing, other than trying to get me and 100s of others to not be able to make their payment. There are 1000s of similar complaints online. As soon as the loan was transferred I asked for Auto Pay and sent their authorization form, which I've now sent 3 times. I travel a lot of want my mortgage to be paid. I have bi-weekly payments which is apparently a new concept for them as well. It's now almost A YEAR and I still do not Auto Pay! I'm going to be out of the country for over 6 months and in a mild panic. I've contacted another ( real ) loan co but will have to pay refi fees and higher interest rate. They sent a letter following my multiple concerns, phone calls and letters, which was full of incorrect and false statements and only shows the level of incompetence. I feel they are doing everything in their power to get me to miss a payment so they can add late payment fees, and ruin my credit, so I'll be stuck with them. I've had this mortgage for over 20 years, never missed a payment and auto pay was set up in a single transaction. It's taken multiple calls, emails, and internal messages EVERY month since last year and they still can't tell me if I do or do not have Auto Pay ( AP ). I've been assured multiple times but when I check my account online I find it's not paid. In XXXX I received a letter that AP would start XX/XX/XXXX. It didn't, of course. I had to check my account to find out. I then called to find out why and was ASSURED that the online account was not accurate and the AP was set. I was told I didn't need to make any payments ( which I already had in a panic ). Apparently they withdrew that payment ( for the entire month ) because I was told the AP had gone thru and didn't want to make double payments. The payment never went thru and was apparently cancelled on their end. I'm very busy ( which is why I do AP ) and don't have time to keep checking my account. For some reason I trusted the information was going to be true this time. This week I got a call telling me that AP would be making a withdrawal on XX/XX/XXXX, which was an odd call. He also confirmed that an AP was paid in XXXX. He then asked to check and then told me NO, had not been paid in XXXX! and I would need to make a manual payment for the full month. But told me definitely the payment WOULD be made on XX/XX/XXXX. As of today, XX/XX/XXXX, my bank account has no pending withdrawal for RLMS. Not surprised. This has happened each of the dozens of times I've been absolutely, definitely, assured. Another example of their fraud ( or ineptness ) they tried to say payments were rejected by my bank ( my bank and bank acct denies ) and then required certified payments and tried to attach fees. One such day. XX/XX/18 my account balance was over {$3000.00}, another on XX/XX/18 ( a " reversal '' ) my account balance was over {$2000.00}. My payments are apprx {$380.00} each but they claim the payment was returned! Bank denies, account disproves, I deny. False and fraudulent or just grossly incompetent and should not be allowed to manage anything resembling a mortgage or financial.
Company Response: Closed with explanation

Timely Response

2019-07-05

Falls Church, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Please Reopen : CFPB Complaint # XXXX It is assigned to Department of Education which has nothing to do with Home Mortgage. Thanks, XXXX XXXX
Company Response: Closed with explanation

Timely Response

2019-07-04

Lafayette Hl, PA

Attempts to collect debt not owed

Debt collection: Other debt

Debt was paid
Company Response: Closed with explanation

Timely Response

2019-07-03

Oxford, GA

Incorrect information on your report

Credit reporting, credit repair services, or other personal consumer reports: Credit reporting

Information belongs to someone else
Complaint: Rushmore Loan Management has placed a past due claim on my credit report. Ex husband, XXXX XXXX filed for bankruptcy in 2018 which the outstanding balance of {$25000.00} is already being accounted for in his bankruptcy. I have no involvement in that bankruptcy. Rushmore loan management has placed a claim in my credit report of a past due amount of {$25000.00}, the amount already accounted for in XXXX XXXX bankruptcy. I have informed Rushmore Loan Management of the bankruptcy and that this claim belongs to XXXX XXXX not on my credit report. Placing this claim on my credit report would be considered double dipping and unethical as its already part of an agreement. They have replied to my correspondence and confirmed that they will remove the claim as of date, it has not been removed. This claim is incorrect and should be removed from my credit.
Company Response: Closed with explanation

Timely Response

2019-07-02

TX

Trouble during payment process

Mortgage: FHA mortgage

Complaint: The following account details a series of events that has led to the cessation of my good standing with XXXX and XXXX XXXX as well as a significantly raised premium and subsequent higher monthly mortgage payments. The following details will show that these consequences are of no fault of my own and should therefore be remedied by the party at fault, Rushmore Loan Management Services, LLC. On XXXX of XXXX, Rushmore Loan Management bought our mortgage loan account from XXXX XXXX XXXX XXXX. The transfer of service went into effect on XX/XX/XXXX, which coincides with the date of our first payment to Rushmore Loan Management Services LLC. We then made timely payments in XXXX, XXXX, and XXXX of XXXX. On XX/XX/XXXX, we received notice from Rushmores Insurance Department that we needed to provide insurance information to Rushmore Loan Services. This was a surprise to me as their initial letter ( dated in XXXX of XXXX ) clearly states that the transfer that took place at that time does not affect any term or condition of the mortgage instruments presumably to include the previous ( and presumed current ) insurance arrangement. Upon further investigation, through calling both the servicing department and the insurance department, we found out that we no longer had home owner insurance at all and that we needed to provide proof of insurance immediately or be fined and then given a mandatory company issued insurance that would cost {$380.00} a year with far less coverage as well as additional penalties for the lapse in coverage. However, Rushmore Loan Management was responsible for issuing a check of {$800.00} for our XXXX insurance premium to XXXX XXXX XXXX XXXX on XX/XX/XXXX and failed to do so, resulting in the lapse of homeowners insurance. After further investigation, it was found that Rushmores Insurance department never received information on our account until XX/XX/XXXX, more than 3 months after they were supposed to have received notice from their servicing department. Timely communication between departments would have indicated that I was a current account with Rushmore Loans but because of their tardiness and miscommunication within the company, the insurance department was unable to issue the check to XXXX XXXX XXXX XXXX resulting in the lapse of our homeowners insurance. After multiple phone conversations back and forth with Rushmores servicing department, insurance department, and XXXX XXXX XXXX XXXX company, it was found that our homeowner insurance had lapsed in XX/XX/XXXX and our home was uninsured for the following five months until the insurance department at XXXX got notice of our account and flagged that we were without insurance. Because of this five-month lapse and failed payment in XXXX of XXXX we had to become new customers with our insurance company, losing all previous discounts that we had acquired over our loyal five-year relationship with them prior to this mistake. The result of this is that our premium was raised from {$800.00} a year to {$1700.00} a year. I made several phone calls to your servicing department and spoke with various employees and supervisors in an attempt to remedy this mistake. Rushmore Loan accepted responsibility for this mistake and we were told that the difference in premium amounts would be reimbursed to us and any and all penalties applied before then or to follow would be waived and reimbursed as well. It was to my understanding that on XX/XX/XXXX that all had been taken care of and was in a completed status. In XXXX of XXXX I spoke with your servicing department to follow up on the activity on my account and was walked through the numbers on the account and made to believe that it had been remedied but was still in the process of being completed and that a supervisor would contact me to further discuss the transactions. I continued to make payments over the next few months and assumed my account was up to date because I had not received any other letters indicating otherwise and the few phone calls that I made in an attempt to follow up reassured me that everything had been rectified. I received another letter on XX/XX/XXXX indicating that I still needed to provide proof of insurance and when I called to follow up, I was again reassured that it was a mistake, and all had been taken care of and my account was in good standing. Each of these calls were made on a recorded line from your company and with notes from the caller that you can refer to for assistance. On XX/XX/XXXX, I logged into Rushmore Loans to make my monthly payment and found that my regular monthly payment had risen by {$120.00}. When I called to inquire what was going on and why my payment had risen I was told that there was an escrow analysis done on my account and my insurance premium had risen from the year before and therefore my monthly payments rose too. I was on my way out the door to catch a plane out of the country for the next nine days and informed the person I spoke with that I would handle it when I got home because it was apparent that my insurance problem had not been fixed and I was being made to pay for the mistakes of Rushmore Loan Services.
Company Response: Closed with explanation

Timely Response

2019-06-27

Hazlehurst, GA

Struggling to pay mortgage

Mortgage: FHA mortgage

Complaint: This complaint is in regards to an illegal foreclosure suit that XXXX XX/XX/XXXX XXXX has filed for the second time. The judge dismissed the first illegal foreclosure they filed on XXXX because they failed to submit the mandatory papers to prove standing. Then in XXXX they decided to file another illegal foreclosure suit against me and my wife. However, this time, they have not only failed to provide proof of the promissory note ( that we made with XXXX XXXX in XXXX ) They have fraudulently signed a bogus assignment of mortgage, signing as power of attorney for HUD. They have ignored the judges demand to state the date that they supposedly ( after six years being lost ) found the note. But the main reason for this complaint is to alert CFPB about the illegal use of the title of " trustee '' for what I believe, is a made up trust. In XXXX they filed as trustee for XXXX title trust! .Now they have filed as trustee for XXXX trust Series XX/XX/XXXX-CTT. Through my attorney I have requested numerous times the PROOF that this new trust even exists. If my mortgage was originally securitized, Then how can it be re-securitized. I request that CFPB investigate as to the veracity of the trust because I sincerely believe that is a lie.They have never submitted : 1- A copy of the COMPLETE RMAC trust, Series XX/XX/XXXX-CTT INSTRUMENT, LISTING THE TRUSTOR, BENEFICIARIES/ INVESTORS AND PROPERTY and date of registration. 2- Documents showing that trustee is active, owning the debt that empowers XXXX XX/XX/XXXX to be a trustee pertaining to my loan. 3- All documents showing physical existence of the trust, including details concerning XX/XX/XXXX XX/XX/XXXX as an actual trustee or the powers it has over the trust property ( including the mortgage ) 4-Documents showing business records of XXXX XX/XX/XXXX Trust Dept. , and who maintains these records, including bank account transactions in the name of the trust that XX/XX/XXXXXX/XX/XXXX has stated has standing to foreclose on my loan. 5- Power of attorney from HUD to XXXX XX/XX/XXXX XXXX ( XXXX XXXX XXXX ) on assignment of mortgage.
Company Response: Closed with explanation

Timely Response

2019-06-27

Atlanta, GA

Communication tactics

Debt collection: Mortgage debt

Frequent or repeated calls
Complaint: I pay the. Mortgage the last week of the month. This company starts calling everyday all day after the XXXX. They have no respect for my work when I tell them I'm with a client. I have to hang up on them. I have never missed a monthly payment in the month. Now it's 25 days in I get a letter I'm delinquent and they added additional fees outside of the {$50.00} late fee.rhis This is a strong arm tactic. You can even report until you are over 39 days late. Is this legal when a late fee was established. This is occurring because I don't answer calls. Ic they can just add crazy fees how are individuals protected
Company Response: Closed with explanation

Timely Response

2019-06-26

Columbus, OH

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: I have written to Rushmore Loan Management Services because they changed the terms of my loan when it transferred to them, which their website states they will not do. I am writing to dispute the late fees that I am being charged. My loan was transferred from XXXX in XXXX of 2017 where late fees were not a part of the terms. The Rushmore website states that the terms of your loan, when transferred to Rushmore, will remain the same. Initially the XXXX terms were honored but after the first few months after a false loan modification increasing my payment did not stand, suddenly I began being charged late fees. I pay my mortgage after the XXXX of each month because, as a senior citizen, that is when I receive my social security check. This was never a problem with XXXX. Rushmore not only began charging me late fees which was a departure from the terms of XXXX, but also began sending me letters stating that I was in default and threatening foreclosure before the month during which my payment was due had even ended. When I told the last representative about the illegitimate late fees being charged to my account, I was advised that a letter to the company was all that was needed to clear this up. I have written to the company previously but received no response. Here is the information on their website : https : //www.rushmorelm.com/faq/ Generally, the terms of your loan will not change as a result of a transfer of servicing. Rushmore will honor the terms of your loan that were in place with your prior servicer, including any existing repayment plan or loan modification to which you agreed with your prior servicer. Contact Customer Care toll-free at XXXX Monday Thursday from XXXX XXXX to XXXX XXXX and Friday XXXX XXXX to XXXX XXXX ( all times PT ) if you have questions. I believe I am being discriminated against if late fees are charged to my account. I would like this corrected and the late fees removed. Thank you, XXXX XXXX loan # XXXX
Company Response: Closed with explanation

Timely Response

2019-06-26

Federal Way, WA

Struggling to pay mortgage

Mortgage: Conventional home mortgage

Company Response: Closed with explanation

Timely Response

2019-06-25

Falls Church, VA

Trouble during payment process

Mortgage: Conventional home mortgage

Complaint: Synopsis of Your Loan # XXXX, XXXX XXXX XXXX. and Demand of Estate 1. Loan Originated : XX/XX/XXXX XXXX XXXX, {$460000.00}, 6.5 % /annum, $ XXXX 2. XXXX XXXX took the loan over from XXXX XXXX on same day of the Loan 3. Mortgagor XXXX XXXX passed away. 4. Mortgage payment getting delay. 5. During the difficult time, weve been trying to get catch up the loan and even worked loan modification that conditionally approved by XXXX XXXX and we succeed 3 months trial payment period, but it is not taken the place without any explanation. 6. XXXX promise to give us Flex Modification that we can qualify on XX/XX/XXXX 7. XXXX XXXX XXXX claims that they are the servicer of the mortgage. 8. The point of contact pretended not to know about promised Flex Modification 9. Push to complete the loan modification form without any terms and conditions which is not the Federal Flex Modification that promised by XXXX XXXX 10. XX/XX/XXXX send us NOTICE OF DEFAULT AND INTENT TO ACCELERATE with inaccurate payment due of {$310000.00} 11. Weve tried to get solved the issues with XXXX XXXX XXXX but weve been ignored 12. XX/XX/XXXX Rushmore Loan Management Services took over the Loan as the servicer of the Loan and MTGLO Investors, LP as the Owner of the Loan 13. On your letter XX/XX/XXXX, Rushmore indicated she is servicer of loan and the owner of the Loan is XXXX XXXX, XXXX, XXXX XXXX XXXX # XXXX, XXXX, Tx XXXX, Phone # is XXXX 14. On XX/XX/XXXX, CFPB officer asked me to find exact Name of the Owner of the Loan, Website Address, Mailing Address and contact Phone Number, Ive Called the above Telephone Number given by you is the XXXX XXXX not XXXX XXXX XXXX.
Company Response: Company has responded to the consumer and the CFPB and chooses not to provide a public response Closed with explanation

Timely Response