Consumer complaint received 2021-08-14
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: DE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. 
( XXXX ) XXXX XXXX XXXX  XXXX, DE XXXX XX/XX/XXXX Subject : Complaint - Rushmore Mortgage Services, LLC Dear Madam/Sir ; I was directed to your office by the Delaware Department of Justice for XXXX County where I live and work. I am a United States Citizen. I contacted them seeking assistance with deling with a Mortgage Service Company by the name of Rushmore Mortgage Service Company, LLC. 

The object/purpose of the complaint is to COMPELL RUSHMORE TO REVERSE COURSE, in blocking me from making the normal and regular Mortgage payment requesting the adjusted amount, reached by a Escrow Analysis, which I contest. I have been, bouncing back and forth, from one department to another. 

The only pseudo-real explanation I received was initially by a customer service gentlman, who no longer answers my calls, as accounts are identified and routed by the number of incoming call. The explanation was : You insurance went up! 

When reaching their ( Rushmore ) insurance department, the person asserted to have received a new bill from the insurance, which led me to contact my insurance agent. The Insurance Agent denied such assertion categorically, further explaining that the premium was paid in full till XX/XX/XXXX, back in XX/XX/XXXX at settlement. 

It would have taken considerable insistence to finally get, in late XX/XX/XXXX, a letter back dated to XX/XX/XXXX, with a document titled Escrow Analysis. Going through the Settlement Disclosures, I located the clause relative to the escrow account. ( attached file :

XXXX ) The clause reads : In the future, your property costs may change and, as a result, your escrow payment may change. .
As it is clearly indicated, the change in payment can be caused by change in costs, which costs include only HOAs, Taxes and Insurance None of which has changed and certainly not the already fully paid insurance premium. 

Confronted with this evidence, the person in charge of insurance part of the escrow, provides a bogus argument that her department is not the one generating the Mortgage Statement, and has no explanation to the change. Meanwhile, my mortgage is defaulting for 2nd month, unable to make payment, and a late fee charge was added to the bill. 

Because of their stuberness I can conclude that this is not an error but a crafted default, likely to be reported to credit agencies, which can be then used as a ground for factually causing an insurnce premium increase. This is destabilizing to me and causing me a great deal of undue stress. 

In view of this, I am asking you to use the authority vested in you/office, to intervene and compel Rushmore to retract the increase in my mortgage, and not report any default, and perhaps pursue the matter as a fraud, as it is normal to suspect that the same illegitimate process is used on millions of Americans. 

Please feel free to contact me at XXXX XXXX XXXX XXXX XXXX XXXX or via email at XXXX. 

Thank you for your assistance. 


XXXX XXXX XXXX Attachments - PDF Files : XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation