Consumer complaint received 2018-03-01
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Rushmore violate The California Homeowner Bill of Rights ( HBOR ) in many ways. I submit the complete package loan modification on XX/XX/XXXX, my representative XXXX called Rushmore on XX/XX/XXXX talk to XXXX her ID # XXXX she said Rushmore receive nothing except the loan modification submitted back on XX/XX/XXXX and it closed on XX/XX/XXXX. She said it's no sale date set for the property. XXXX called back on XX/XX/XXXX talk to XXXX, XXXX said that some documents up load today and there is no sale date schedule. We call back later on XX/XX/XXXX talk to XXXX XXXX, he said he read the note that some documents come in. 
We call back on XX/XX/XXXX talked to XXXX ID # XXXX she said the Rushmore received the loan modification package on XX/XX/XXXX, we request the reinstatement quote and payoff information and she suggested to call back next week on Wednesday XX/XX/XXXX to check for account status with the reinstatement quote or payoff information. 
We call back on XX/XX/XXXX talk to XXXX ID # XXXX he said that the file on the review status, we call back talk to XXXX ID # XXXX he read the note that the loan modification complete, suggested to call back next week for the account status and no sale date. 
We call back on XX/XX/XXXX talked to XXXX XXXX she said that Rushmore need some missing documents : XX/XX/XXXX paystubs, 2 recent rent deposit, 6 month of business and explanation, proof of fund for down payment, the new single point of contact ( SPOC ) is XXXX XXXX and his manager is XXXX XXXX. We called back talk to XXXX ID # XXXX, she advised that borrower need to submit all missing documents during 15 days from XX/XX/XXXX. 
On Saturday XX/XX/XXXX Rushmore posted the Notice of Trustee Sale on my door. They set the sale date on XX/XX/XXXX. We call back on XX/XX/XXXX talked to XXXX, he said that Rushmore will not review my loan modification, Rushmore will not send any letter for the missing documents and he read the reinstatement quote issued on XX/XX/XXXX valid to XX/XX/XXXX is {$200000.00}. He said that Rushmore do not waive the late fee, the new SPOC is XXXX XXXX, his phone number is XXXX, XXXX said that my last payment is on XX/XX/XXXX, Rushmore did not receive any payment from me from XX/XX/XXXX. That is not true, here are attached payments until it overdrawn when Rushmore increase payment from {$2900.00} to {$11000.00}. 

Moreover XXXX XXXX refuse to talk to my representative XXXX, even he did not know what he's talking about " he said that my last payment is XX/XX/XXXX, Rushmore did not receive any payment from me from XX/XX/XXXX ''. Rushmore recorded the conversation, please review it for yourself. I am extremely disappointed and I do not know how to deal with Rushmore, they do not want to help the borrowers. I really need a new SPOC, I can not work with XXXX XXXX. Rushmore misleading the borrower and I did submit the loan modification complete package but Rushmore ignore it and rush to foreclosure on my property. 
Reinstatement Errors : Your company failed to provide an accurate mortgage Reinstatement that I requested on XX/XX/XXXX XXXX said that the reinsatemetn quote issued on XX/XX/XXXX vaid to XX/XX/XXXX is {$200000.00} when we received the email from the previous SPOC XXXX XXXX " This is confirmation of the following : I will waive {$16000.00} in late fees, if the reinstatement in the amount of XXXX received by XXXX.Please be advise that the reinstatement already includes late charges being waived. " how can the amount increase {$16000.00} ( XXXX XXXX XXXX XXXX XXXX XXXX dollars XXXX XXXX cents ) for the same month.

Company response to consumer: Closed with explanation