Consumer complaint received 2019-02-26
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: PA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
XX/XX/XXXX Mortgage Bill raised from : {$920.00} to {$960.00} XX/XX/XXXX @ XXXX called Rushmore to inquire as to why they raised the mortgage payment. 
1. After being connected to a person allegedly named XXXX, I was placed on hold for an extremely long time. This person, calling themselves XXXX claimed to have computer problems. 
But first was asked an endless line of questions, to verify my identity. 
They couldnt access because of computer problems, so I was transferred to another person. 
After a long time on hold trying to get rid of me ). 

( XXXX - XXXX ) 2. The second person, allegedly named XXXX, had limited access to my mortgage information. But first asked a barrage of questions, again to verify my identity. 
They lied to me as to why the mortgage payment was raised ; saying taxes went up. 
The millage rate totals are XXXX for the year XXXX as well as XXXX. 
Ive been notified by insurance companies that the mortgage servicer ( Rushmore Loan Management Services ) has not paid for insurance policies. 

( XXXX - XXXX : 3. So I get transferred to a third person in the insurance department. This person went by the alleged name XXXX. She tried to quickly get rid of me too. 
I explained the changes in insurance policies, and it appeared that that they ( Rushmore ) had received all the paperwork from the insurance companies. But she couldnt give me an answer. She had Limited authority and capabilities. 
I kept getting placed on hold, while she stopped to ask someone ( her superior, that should of handled the call ), at every step of the way. 

I explained each insurance policy number, start date, & end date. 
But it is apparent that there isnt anyone there intelligent enough to comprehend a simple time line. 
My mortgage payment should of gone down instead of up. 

XXXX XXXX XXXX - XXXX Policy # : XXXX Policy Period : XX/XX/XXXX to XX/XX/XXXX Total Annual Premium : $ XXXX XXXX XXXX Policy Number : XXXX Policy Effective Date : XX/XX/XXXX to XX/XX/XXXX 12-Month Premium : $ XXXX XXXX XXXX   XXXX XXXX - XXXX Policy Number : xxxxxxxx Policy Start Date : XX/XX/XXXX - XX/XX/XXXX Policy Amount : $ XXXX Payment Terms : Mortgage - Pay in full XXXX  XXXX - XXXX Property ( xxxxxxxxxx ) BillingAccount ( xxxxxxxxxx ) Policy Number xxxxxxxxxxx Total length of call was 47 minutes & 37 seconds. 


Since my call to Rushmore Loan Management Services ; I have received 2 letters ( by anonymous people ) on XX/XX/XXXX ( dated XX/XX/XXXX ) XX/XX/XXXX ( dated XX/XX/XXXX ) Threatening to buy hazard insurance on the property because according to their records there is no insurance since XX/XX/XXXX. 
They want declaration pages with an effective date of XX/XX/XXXX. 

Despite all the above has been provide to them. Theyre just displaying either gross incompetence or malicious intent or a combination of both. 

Their ( Rushmore ) response to the phone call I made to them, on XX/XX/XXXX ; after navigating their hellacious phone menu, and time on hold. 
1. Was to increase my mortgage payment, without merit.

2. Threaten to charge me for hazard insurance on the property

Company response to consumer: Closed with explanation