Consumer complaint received 2022-02-09
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: PA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
I paid my mortgage on XX/XX/XXXX for the month of XXXX. My standard payment is {$1100.00} and I paid {$1600.00}. Almost every month since the start of my loan Ive made over/extra payments. Around XX/XX/XXXX, I called Rushmores XXXX number and spoke with a qualified representative. I discussed with the representative that I was going to send in an {$1800.00} extra payment on my mortgage and that I wanted that entire amount to go to my principal. The representative assured me since I made my XXXX payment and my account was current that all of my payment would go toward my principal and nothing else. During our phone conversation, I asked the Rushmore representative several times if I needed to call back in to have my extra payment allocated to my principal only. The representative assured me that I did not need to call back and my money would be applied to my principal ONLY. This was the professional answer that I received from your Rushmore loan customer representative. 

I made my additional payment of {$1800.00} on XX/XX/XXXX and it cleared on XX/XX/2022. Once I checked my Rushmore account, {$430.00} went to interest and {$310.00} went to my escrow including my XXXX when I was assured from a Rushmore loan professional that all of my additional payment would go on my principal ONLY. I have paid these same fees twice in XXXX month ( interest, escrow including XXXX ). That was not the information I was given from your professional customer service call center representative. 

Since XX/XX/XXXX I have made countless phone calls to Rushmore Loan Management, Ive sent countless messages through the app and countless emails requesting to Rushmore requesting that either my money be refunded or that it would be applied the way I was informed by your paid customer service representative. 

Rushmore had me pay twice of all my fees in the same month, full monthly interest XXXX XXXX times in XXXX, escrow XXXX XXXX times in XXXX, full XXXX XXXX XXXX  times in XXXX. Rushmore put as little as possible of my extra payment on my principal so my interest payments can stay as high as possible and for the lender to make as much as possible. I also made my typical XXXX payment and as expected, I was charged the same amount of escrow, interest and PMI at my same rate. Thus far for XXXX and XXXX, Rushmore has taken XXXX escrow payments, XXXX PMI payments and XXXX interest payments. Rushmore took it upon themselves for me to make XXXX interest payments between my XX/XX/XXXX mortgage payment until my XX/XX/XXXX mortgage payment. Each interest payment was {$430.00} or above, where those figures came from, I do not know. Nothing was prorated. 
Rushmore needs to be liable and honor what information I was given from their paid Customer service employee. I was told and reassured from Rushmores customer service representative that my extra {$1800.00} payment would be applied to nothing but my principal. I have tried to mediate the situation and have Rushmore write the wrong. This was done through a series of stressful phone calls, emails, Rushmore account sent messages and a certified demand letter. Rushmore is refusing to apply my payment fairly and how I was told my extra payment would be applied.

Company response to consumer: Closed with explanation