Consumer complaint received 2021-10-20
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: DE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We feel we are getting scammed/forced out of our home by the company that now owns our mortgage. We refinanced in XXXX and what a mistake. Our mortgage has been " sold '' 6 times since then. We now owe more than when we bought the house and we've been here almost 30 years! Rushmore Loan Management/XXXX XXXX XXXX XXXX . This has been going on for a while now. We've requested assistance multiple times and the solution has always been to raise our mortgage payments to get " caught up. '' We agree to these impossible solutions, just trying not to lose the home we've raised our XXXX  in and soon our XXXX. This company takes at least 30 days or more to respond to any questions or requests. They constantly tell us we're not sending all documents requested, when we are. We keep resending what we've already sent and then finally after months receive letters stating they have received everything. It's funny because we keep sending the same documents. Most recently is the request that I am supplying documents of correspondence. Rushmore states our mortgage was sold to XXXX yet all correspondence and payments still go through them. Do they think we don't understand what's going on? 
We've been sending letter after letter since requesting assistance and we either get a runaround about waiting for a decision or we get no response at all. We received a letter in XXXX stating " all documents received and assistance package was complete and we would get a response in 30 days. '' We sent emails to the email provided to upload documents and sent letter after letter asking for status. We finally heard from Rushmore with a brief response that stated, " The company that owns your mortgage has declined your request for forbearance. '' This letter was dated XX/XX/XXXX and we didn't receive it until mid XXXX. We responded immediately that we didn't ask for a forbearance, we asked for assistance and received a letter that stated all options available to us will be given after review of documents. We asked them, in writing, to put all past due amounts to the end of the loan and bring current and to not make our payments more than $ 1000 monthly so we can pay with one paycheck if needed. The pandemic has obviously made things worse for everyone and we have separated due to all of the stress this has brought us. We've sent letter after letter stating we can't pay the $ 1500 monthly required. We were told no to the $ 1000 monthly. We keep telling them we don't know how much to send since their paperwork states we can not send partial payments. The real issue is that this company/companies have made this worse and worse by not responding. We really feel like they're trying to make it impossible to stay here so they can foreclose on our house, knowing we'd be unable to afford a lawyer or the exorbitant amount monthly they're trying to get from us. We are just 2, what used to be middle class but now isn't, people working paycheck to paycheck to make ends meet. Separating has made it worse but XXXX  is willing to help XXXX stay in the house for as long as possible while we work on fixing our 33 year marriage. 
There is so much more to this story and we have file after file filled with paperwork. While in the review process, we get letters stating our mortgage is behind and if we need assistance to fill our this whole package they send. We send letters back stating we've already done that and in review. It's like multiple departments are not seeing what is going on. It's a nightmare! We don't know who to turn to anymore but know we're not being treated fairly. XXXX has told Rushmore the lack of communication and the way our mortgage is being handled is unacceptable. They don't care, they just want our house. What can we do? Who can we turn to? We're about to be homeless as we can't get approved anywhere and the low income apartments have 2 year wait lists. Someone has to be able to help semi elderly people to not lose their homes!

Company response to consumer: Closed with explanation