Consumer complaint received 2019-04-05
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage loan transferred from XXXX XXXX to Rushmore loan Management Services LLC on XX/XX/2019. At the time I was only one month behind in my mortgage but due to an escrow problem on taxes I was unable to make the payment because the amount was not correct and I was being transferred to Rushmore loan Management Services LLC. As of today I owe XXXX and XXXX payments. I made a payment with Rushmore loan Management Services LLC on XX/XX/2019 at XXXX in the amount of {$520.00} with my account number through XXXX XXXX XXXX XXXX   as instructed by the company. The attached letter shows it in writing that I can send my payment that way. I paid an additional {$9.00} for money in minutes. I called Rushmore loan Management Services LLC as soon as I made the payment and reported the mtcn number to the representative. The representative stated the payment would post by the end of business day since it was made before XXXX XXXX. as their website States as well.. it is now XX/XX/XXXX XXXX p.m. and I called Rushmore loan Management Services LLC and they told me it could take up to 4 days to post. I told them that was against the law I paid extra money to get it to you as you instructed and you're not accepting my money from XXXX XXXX. I have been hung up on numerous times while trying to call Rushmore loan management Services LLC. I spoke to a supervisor named XXXX at XXXX this morning in regards to that payment and why it has not posted. I'm told again it could take up to four days which is really an ACH a routing and account number transaction not a XXXX XXXX XXXX XXXX XXXX in minutes I paid extra for. I spent 5 hours of my time yesterday trying to find out the correct information in regards to the payment I sent. I spoke with a representative XXXX XXXX on XX/XX/XXXX the day I made the payment late before they closed and she stated it would post by the end of business on XX/XX/XXXX. XXXX also told me she would give me a call today by end of business day with an update on my payment. I have yet to receive that phone call I am told I have an assigned single point of contact named XXXX who has never called me. I had a cease-and-desist on my account and I sent XXXX via email the right to lift the cease-and-desist and I still have not received a call from my single point of contact that I just found out about today whose name is XXXX and his number is XXXX - XXXX - XXXX in which I got voicemail. I have received false and misleading information from this company, I have been hung up on numerous times, I feel they are sabotaging my mortgage and trying to throw me into foreclosure. I told the representative I had XX/XX/2019 payment as well but I was afraid to pay because you won't post the payments. The representative keep saying I owe three months and until it post that's what she has to tell me even though they are able to call XXXX XXXX hit option as receiver and verify my funds very easily in which they refuse to do so I told the representative I was 1 month behind when I transferred and due to their in accuracy, unprofessionalism, and refusing to post my payment is pushing me into foreclosure. The representative said they have a cash Department that posts the payments and that they are behind. I told the representative that is not my problem and that you have no right to hold my money and not post it. I also was given an email address to send my revised tax information and a picture of the XXXX XXXX receipt in which I did XX/XX/2019. XXXX told me she would give me a call today XX/XX/2019 and verify that the payment was posted and I never received that phone call.. I just got off the phone with XXXX XXXX tracking my payment and Rushmore loan Management Services LLC still has not accepted the money. I just got off the phone with a representative at your company the Consumer Financial Protection Bureau and he stated I definitely need to file this complaint definitely ASAP. I am sending an attachment of a letter from Rushmore loan Management Services LLC showing proof of the quick collect at the bottom of the page showing code City and code state. I have also attached the XXXX XXXX receipt payment as instructed by the representative I talked to at the Consumer Financial Protection Bureau. I told the representative Rushmore loan Management Services LLC that it was money in minutes and I paid for that all she can state is doesn't know when it'll post but it should within 4 days. The representative at the Consumer Financial Protection Bureau stated if they try to throw me into foreclosure by filing this complaint and sending you the proper documentation it would not hold. I am absolutely livid to the fact that I can not receive accurate information from this mortgage Servicing Company. I feel they are doing this on purpose and want to foreclose on my home. I'm scared to make my XXXX payment because they don't post the payments. Rushmore loan Management Services LLC are the ones causing me to be delinquent and reporting negative and inaccurate information to the credit bureaus in my name.

Company response to consumer: Closed with explanation