Consumer complaint received 2023-09-27
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process
Sub-issue: Loan sold or transferred to another company

Complaint:
My loan carrier was Rushmore Loan Management which was serviced for XXXX XXXX XXXX. XXXX sold my mortgage to XXXX who is subserviced by XXXX in XX/XX/XXXX. Prior to selling my loan Rushmore allegedly issued my escrowed annual homeowners insurance payment of {$2000.00} on XX/XX/XXXX to XXXX XXXX XXXX. In XX/XX/XXXX, I received a letter from XXXX XXXX saying my insurance premium was past due. I immediately contacted XXXX Customer Service and they informed me it had been paid and it was just a delay due to the loan transferring over. I never received any other notifications from XXXX XXXX, so I assumed it had been taken care of. In XX/XX/XXXX, I called XXXX XXXX to check on the renewal rate of my insurance for the upcoming year and was told by XXXX XXXX my policy had been cancelled as of XX/XX/XXXX for nonpayment. I informed them I had no knowledge of this nor had I received any documentation stating my homeowners insurance had been cancelled and that I needed something from them in writing stating this. She then emailed me the cancellation letter and stated my mortgage company had been notified. 
I immediately contacted XXXX and they again insisted my insurance had been paid. I went back to XXXX XXXX with this, and they requested a copy of the front and back of the cancelled check or the issued check #, check date, check amount and date it was cashed. Upon speaking with XXXX again, they told me I had to contact Rushmore since they issued the check. Upon reaching back out to Rushmore again they stated since my loan had been transferred, they no longer had access to my files and what was in the system was very limited, but they would transfer my request to a supervisor. After numerous calls between customer service reps, supervisors, emails and online request, I still have not received the check information. 
On XX/XX/XXXX I spoke again with Rushmore 's Insurance Dept. and spoke with XXXX XXXX, whos company XXXX is outsourced by Rushmore. After much digging, she told me that due to the loan being serviced released the funds were sent back to XXXX to be applied to my escrow on XX/XX/XXXX. I asked her to please send that to me in writing, which she did. I then called XXXX and when I was finally able to reach a supervisor, she said that they did not receive the funds and if in fact Rushmore sent the payment, I needed to get a copy of the check or the check #! So again, I called Rushmore and again requested the check information and an investigation into this problem. Again, I still dont have the information! 
On XX/XX/XXXX XXXX XXXX from XXXXXXXX XXXX returned my call regarding reinstating or issuing me a new policy, because XXXX from XXXX told me to call them and get an invoice for the premium and they would overnight a check to XXXX. XXXX stated that because of the long lapse they could not issue me any policies. 
On XX/XX/XXXX XXXX XXXX from XXXX XXXX XXXX called me in regards to my request for an investigation. She stated she was calling to let me know they would be conducting one and if they were at fault they would compensate for it. 
On XX/XX/XXXX XXXX called me with the results of their investigation regarding accountability for my insurance not being paid and stated they were not at fault, and they were putting liability only insurance on the house, and Id be responsible for payment. I requested this information in writing and was told they could not do that. 
I asked the lady for her supervisor, and she transferred me to XXXX XXXX, who also claimed he couldnt send me any correspondence in reference to the investigation outcome. I then asked for his supervisor, and he stated she wasnt available but had left her a message to call me back. I asked for her name, and he said XXXX. She did call me back, but also stated she could do nothing without the check information from Rushmore. I again requested this information from Rushmore, but to date have still not received the check information or where the money is from my escrow. 
I reached out to my previous insurance company, XXXX XXXX to try and get insurance on my house, but they told me because I had a sewage claim with XXXX XXXX in XXXX I am not eligible to get insurance with another company for two years from the date of the claim! 
I intentionally escrowed my insurance and taxes so I wouldnt have to deal with things like this! Rushmore sent me a end of year Escrow Analysis Statement and my XXXX - XXXX Tax Statement, which are LEGAL documents, stating that they paid my homeowners insurance. Those documents were issued AFTER they supposedly sent my insurance payment to XXXX. On top of that XXXX, had no clue that my homeowners insurance was not paid until I called them, which means they never followed up on their paperwork once the transfer went through. Also, XXXX XXXX still had Rushmore as the lien holder on my insurance policy, until XXXX changed it in XXXX because of this whole situation. On top of all of thisNO ONE can tell me WHERE my insurance payment of {$2000.00} is!! The money has just vanished!!! Rushmore cant pull up my records which is unbelievable to me since these are legal documents and you are mandated by Federal Law to keep them. The loan department doesnt talk to the Escrow dept, the escrow dept doesnt talk to the insurance department, its a crazy mad circle!! I need HELP! Rushmore and XXXX made this transfer without my knowledge or authorization and now refuse to take accountability for their incompetence!!

Company response to consumer: Closed with explanation