Consumer complaint received 2018-11-27
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: AZ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I have been going back and forth for since the middle of XXXX with my past lender and my new lender. Rushmore Loan Management Loan services was my past lender and they transferred my Loan to XXXX XXXX. I made a big mistake. XXXX was supposed to take over my loan on XX/XX/XXXX. I did not receive anything right away from them. No notification from their end on where my new payments were going to go and whom to make them out to or my new loan #. As a result, I started to get a little nervous because I did not want my XXXX payment to be late ( I did not know that I would have 60-days as a result of my loan being transferred to get my payment in ). As a result, I do what I normally do. I send in a partial payment in early and another partial payment before the 15-day grace period ends. So, I sent Rushmore Loan Management Services {$420.00} on XX/XX/2018. I knew that Rushmore is responsible to transfer all payments over to the new lender, so I knew at least {$420.00} would be sent to XXXX from Rushmore Loan Management and when I heard from XXXX I would send the rest to them. Well, I waited and I did not receive a notice from XXXX. I got nervous again, so I sent another payment to my old lender to cover my XXXX 's payment. I did that through my online bill payment. My bank took the money out of my account on XX/XX/XXXX and paid it on the XXXX. I have proof of payment. In any case, I knew that any money sent to Rushmore that had to with my mortgage payment would have to be transferred to XXXX. Eventually, I got notice from XXXX that they would be taking care of my loan. Not thinking anything of it, since my mortgage payment that I sent to Rushmore should be sent to XXXX as a result of the transfer. However, this was not the case. I started getting phone calls from XXXX stating that they had not received all of my mortgage payment for XXXX and that I still owe them {$1300.00}. I called them and explained that I paid {$420.00} on the XXXX to Rushmore Loan Servicing and that I paid another {$1400.00} to Rushmore Loan Servicing on XX/XX/XXXX due to not having any contact with XXXX about the loan transfer. They said they never received that payment with the transfer. They have the {$420.00} from XXXX, XXXX in a suspense account. Low and behold I then call Rushmore Loan Management Servicing to find out what's going on. Customer service has been atrocious from both sites. Today, XX/XX/2018, I had the pleasure of speaking with XXXX, ID # XXXX, from Rushmore Loan Services. She was rude and condescending on the phone. She tried to talk down to me after I told her I have been going through this situation for over a month now. When asked to talk to a supervisor, she said that the supervisors weren't at work yet. 

Too make a long story short. Its going into XXXX and Neither institution seems to know where the portion of my loan payment has gone for the Month of XXXX. My bank said it went out and it was cashed. Rushmore accepted the money because it was never returned to my account. Rushmore is telling me that is not the case. I am sending a fax over today with the proof of payment from my bank. XXXX tells me I have until the XXXX to get my loan payment for XXXX or negative effects will occur. I am frustrated with both institutions. I filed a complaint already

Company response to consumer: Closed with explanation