Consumer complaint received 2020-07-22
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NJ
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I have been impacted by Corona Virus, my company initially reduced my pay to part time in XXXX, at this time I contacted my mortgage servicer Rushmore Loan Management. I was told that we could file for a deferment the deferment had been approved via a letter dated XX/XX/XXXX to begin in XX/XX/XXXX. I was asked to call to accept or deny the deferrement, at the time we had the money in our account to make our XXXX payment so I asked the representative if she would suggest we make this payment and begin the deferment in XXXX. She said i could do that and I would just have to reject the deferment and refile the request in XXXX. Upon refiling for the deferment I was rejected by the company stating I had passed on the deferment and was non longer eligible. I called Rushmore on XX/XX/XXXX asking what this letter was about and they said I am not eligible for a deferment any longer. I had explained to the associate that this is what their previous associated instructed me to do, and she replied " nobody 's perfect ''. At this point I asked to speak with her manager. The manager said there seemed to be a glitch and I would need to reapply for the deferment through their Covid link on their website XX/XX/XXXX in order to get a future deferment. I did this on XX/XX/XXXX and did not hear back from Rushmore in the allotted two week time period for acceptance they say they will provide. I called on the XX/XX/XXXX asking what was going on with my account and the woman I spoke with replied that I had been approved and there was nothing left to do on my part, and that they would contact me about 70 days into the deferment to see if we would need to push this past the 90 days. I assumed all was ok until I received a letter dated XX/XX/XXXX as a notice of intention to foreclose. I called Rushmore immediately and asked them what was going on. They gentleman explained that the deferment had been approved but for some reason it was not processed, and that he would send a lengthy letter to the person handling my case to finalize the process. He told me to call back tomorrow and speak with someone to make sure it was done. I called yesterday XX/XX/21 and the person I spoke with did not seem to understand what was going on and could not direct me to the proper person to resolve this. He told me to give them another XXXX hours to finalize my deferment. He acknowledged that this was their error and he would have it taken care of. I am very nervous they are not handling this and I see that XXXX XXXX has many programs in place for people to defer their mortgages up to a year during the Corona Virus but this company does not know what they are doing. I asked for a point of contact he told me he could not gve me one and I would need to just keep calling back. Every time i call each person tells me something different, we have done everything according to their instruction and this has become a huge problem. We really need help ASAP!!

Company response to consumer: Closed with explanation