Consumer complaint received 2018-04-17
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NJ
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I have owned my home in New Jersey for 15 years and live there with my mother, aunt and live in girlfriend along with XXXX children. I have an FHA mortgage loan that is being serviced by Rushmore Loan Management and I am filing a complaint about the way they have handled my loan. I have been trying for months to get them to review me for homeowner assistance programs that are offered by HUD but have been unable to make any progress. I am transferred from one department to another, documents are lost and misplaced and I am given a boatload of different excuses. This has gotten serious, because now Rushmore has scheduled a foreclosure sale date. I am in a much better place financially and deserve the chance to be considered for these government programs but feel that Rushmore is blocking me from consideration. 

My trouble began in XX/XX/XXXX/XX/XX/XXXX when my now ex-wife and I were going through a divorce. As the divorce became contentious and expensive mortgage payments were missed. We were able to work out an agreement with HUD and Rushmore to get the loan restructured at that time. However, the new payment was based on the income of myself and my ex-wife and the payment only decreased {$100.00}. This new payment was not sustainable as at that time my ex-wife had moved out and was no longer contributing. I continued making the modified payment as long as I could until it was impossible and began trying to reach out to Rushmore to see if we could be considered for a more affordable alternative. 

I was trying to resolve the matter with Rushmore in XX/XX/XXXX when I defaulted but was unable to gain access to my account because my ex had added a password that I was not aware of. As a result I could not get information from their agents or access our payment history online. Once I finally got their agents to engage I was told I needed the finalized divorce decree to proceed. The divorce was still in process so that took me some time. However, once this was all straightened out I have been going back and forth with Rushmore and their agents for months without any type of tangible progress. My financial situation has improved significantly -- I am working as a XXXX XXXX while going to school full time -- my mother lives here and contributes her SSI and my Aunt lives here and pays rent and also my live in girlfriend pays rent as well. There are 4 adults and XXXX kids in our home and all of the adults are helping out with the expenses. We have sufficient income to afford a reasonable payment. The problem is that Rushmore has denied us access to government and internal programs that we should qualify for. There are government backed homeowner assistance programs for HUD loans such as modification, partial claim, special forbearance as well as repayment plans that we should be considered for. I have spent the last several months trying to get Rushmore to  conduct such a review of our current financial information, but have been denied access by their agents. 

Now Rushmore has scheduled a foreclosure sale date in XXXX  even though I have the means to resolve this matter. Please investigate Rushmore and their unethical business practices.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation