Consumer complaint received 2019-07-05
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My mortgage was transferred last XXXX to a new Rushmore Loan company. I can't call them a management service because they're inept in both areas and appear to have no idea what they're doing, other than trying to get me and 100s of others to not be able to make their payment. There are 1000s of similar complaints online. As soon as the loan was transferred I asked for Auto Pay and sent their authorization form, which I've now sent 3 times. I travel a lot of want my mortgage to be paid. I have bi-weekly payments which is apparently a new concept for them as well. It's now almost A YEAR and I still do not Auto Pay! I'm going to be out of the country for over 6 months and in a mild panic. I've contacted another ( real ) loan co but will have to pay refi fees and higher interest rate. They sent a letter following my multiple concerns, phone calls and letters, which was full of incorrect and false statements and only shows the level of incompetence. I feel they are doing everything in their power to get me to miss a payment so they can add late payment fees, and ruin my credit, so I'll be stuck with them. I've had this mortgage for over 20 years, never missed a payment and auto pay was set up in a single transaction. It's taken multiple calls, emails, and internal messages EVERY month since last year and they still can't tell me if I do or do not have Auto Pay ( AP ). I've been assured multiple times but when I check my account online I find it's not paid. In XXXX I received a letter that AP would start XX/XX/XXXX. It didn't, of course. I had to check my account to find out. I then called to find out why and was ASSURED that the online account was not accurate and the AP was set. I was told I didn't need to make any payments ( which I already had in a panic ). Apparently they withdrew that payment ( for the entire month ) because I was told the AP had gone thru and didn't want to make double payments. The payment never went thru and was apparently cancelled on their end. I'm very busy ( which is why I do AP ) and don't have time to keep checking my account. For some reason I trusted the information was going to be true this time. This week I got a call telling me that AP would be making a withdrawal on XX/XX/XXXX, which was an odd call. He also confirmed that an AP was paid in XXXX. He then asked to check and then told me NO, had not been paid in XXXX! and I would need to make a manual payment for the full month. But told me definitely the payment WOULD be made on XX/XX/XXXX. As of today, XX/XX/XXXX, my bank account has no pending withdrawal for RLMS. Not surprised. This has happened each of the dozens of times I've been absolutely, definitely, assured. Another example of their fraud ( or ineptness ) they tried to say payments were rejected by my bank ( my bank and bank acct denies ) and then required certified payments and tried to attach fees. One such day. XX/XX/18 my account balance was over {$3000.00}, another on XX/XX/18 ( a " reversal '' ) my account balance was over {$2000.00}. My payments are apprx {$380.00} each but they claim the payment was returned! Bank denies, account disproves, I deny. False and fraudulent or just grossly incompetent and should not be allowed to manage anything resembling a mortgage or financial.

Company response to consumer: Closed with explanation