Consumer complaint received 2019-07-09
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
I paid my mortgage on XX/XX/XXXX to Rushmore Loan Management Services. The total I paid was to catch the mortgage up and pay it through XXXX of XXXX. The total paid was {$910.00}, I got this total by calling Rushmore and requesting the total amount owed through XX/XX/XXXX. I spoke to multiple people to confirm this amount and was repeatedly assured that this was the full and only amount that I currently owed, and that the account had been satisfied through XXXX. About XX/XX/XXXX I received a call from Rushmore stating my mortgage payment was late and at risk for foreclosure. I then spoke to the lady who called and told her I had paid it through XX/XX/XXXX, and had been assured that the account was satisfied and completely caught up. She stated that she did in fact see the payment and that instead of them applying it to XXXX payment that they had taken the money and applied it to fees and that she would get it reversed and applied to my mortgage thereby making me current. I have spoken to Rushmore since then trying to get this matter resolved and have yet to get the money applied back to my account for XXXX payment ( as of XX/XX/XXXX ). On XX/XX/XXXX I spoke with a Rushmore representative who again verified that XXXX payment had in fact been sent in and had not been applied to XXXX. She assured me that she would personally handle it and would call me back no later than XX/XX/XXXX to let me know it had in fact been applied to XXXX payment. I have not heard back from Rushmore, but instead got another threatening letter from them and no return phone call. I have constantly contacted Rushmore through every media available, and have spoken to every department in the company trying to get this matter resolved since then, and have been met with no help. I have also attempted to use their online services, but they proved to be no help. I tried to obtain information about my account and payments online, but there was no information available to me through their online services. I requested a physical copy by calling the company, requesting on online services, and by written mail, of all of my charges and allocations of my payments to see where they have been being applied, and was completely ignored and have yet to receive that information, this has been a struggle since Rushmore took over my account from the previous mortgage holder. When I did ask for said information, the person I spoke to said that I had to pay everything owed first and that they couldnt/wouldnt give that information until the account was caught up. I have been continuing to keep in contact with Rushmore the best I can, but when I try to speak with someone, I get one of three responses ; 1 ) they hang up on me ( not a coincidence this has happened repeatedly ). 2 ) They tell me they cant do anything because the account is past due and refuse to even speak to me about anything else, and refuse to fix the past XXXX issue and tell me that any amount paid will either go to fixing XXXX amount or back to fees. Or 3 ) They say they will fix it and get back to me in a set amount of time. I dont hear back about the issue and instead just get more harassing calls and threatening letters. If they do call back, it usually starts the process over where they say they cant help until the mortgage is caught up ; this never happens because the money isnt being applied to my monthly mortgage like its supposed to.

I was switched from a Mortgage company to Rushmore for no apparent reason ( which is their prerogative ). However, I was current with the previous company for well over a year when I was switched to Rushmore. I was also not notified that Rushmore was a debt collector, which would not have made sense at the time because my account was current and had been for a while now. When Rushmore contacts me over the phone, the representative always starts with I need to inform you that this call is from a debt collector attempting to collect a debt, any information obtained from this call will be used for that purpose. Im not entirely understanding why I was switched to a debt collector when my mortgage was current, and have been falling more behind because of the issues with this company. Rushmore had also decided to switch my house insurance over to them, which I had been privately paying with the same company for years. They didnt give me a reason why, but my house insurance bill increased by {$600.00} a year, and Im not sure why. Some of the fees that have been being applied to my account are value/HOA/INSP Cost which is XXXX times a month which is constantly adding to my bill, as well as deducting these costs from any payments I send into them, which makes my account delinquent again, regardless of what I pay. So when I make a full monthly payment, they deduct these fees first, then the amount is no longer sufficient to satisfy the monthly amount due there for, according to the Rushmore representative, they absorb the rest of mortgage payment I sent into fees and make the account delinquent again. Then restarts the cycle of harassing calls, threatening letters, and refusal of information, along with empty promises of fixing the issue. 
My current mortgage statement, which was mailedXX/XX/XXXX, states that I owe as follows : Payment due XX/XX/XXXX : applied XX/XX/XXXX Payment due XX/XX/XXXX : Fully paid XX/XX/XXXX Payment due XX/XX/XXXX : Fully paid on XX/XX/XXXX Payment due XX/XX/XXXX : Fully paid onXX/XX/XXXX Payment dueXX/XX/XXXX : unpaid balance of {$240.00}. 
Payment due XX/XX/XXXX : Unpaid balance of {$330.00}.

Payment due XX/XX/XXXX : Unpaid balance of {$330.00} Which if the XX/XX/XXXX payment were correctly applied, this would leave me owing {$670.00}. On the delinquency Notice given on the mortgage statement, the amount listed above total to {$670.00}, and this is the only amount that it says is due. On the bottom of that same section, it says Total : {$1400.00} due. It does not provide where this amount is due from, and the amounts that this statement says I owe does not match that amount. According to the same section, it says that I am only XXXX days behind, and says the account is paid through XX/XX/XXXX. I do not understand why my XX/XX/XXXX amount is not applied-but it says my account is paid to XX/XX/XXXX, I dont understand how theyre saying Im in foreclosure if Im only XXXX days behind, and I dont understand where this huge amount is from where it blatantly states in the same section that I only owe less than half of that. 
My payments listed on the mortgage statement sent by Rushmore on XX/XX/XXXX are as follows : XX/XX/XXXX : {$500.00} XX/XX/XXXX : {$400.00} XX/XX/XXXX : {$910.00} The amount they are threatening imminent foreclosure over is {$1400.00}. There is no information that provides where this amount is from, there is no information about what months this amount is due from, and there is no information that corresponds with this amount on any paperwork I have besides the imminent foreclosure letter. Again, they refuse to provide information about this amount and will not answer where this amount is due from. According to the statement from the end of XX/XX/XXXX, I only owe {$670.00}. I do not know where the other {$790.00} is from, and have no way of knowing because they refuse to tell me. There is such an inconsistency with what amount is actually due, because the foreclosure letters dont match what is due from the mortgage statement. My mortgage statements never show me current, no matter how much money I pay in. The inconsistency has been an on going issue. Even if I were to pay the {$670.00}, I do not have on good faith that the amount would go to my mortgage, but instead to fees leaving me more behind. I have owned this house since XX/XX/XXXX, and I am farther behind now, then I was when the house was first purchased. 
Since XX/XX/XXXX, I have requested information about complaining about the company itself and investigating about the issues I have had, and was told the only available resource was their personal complaint department and that I had to go through them. They told me I couldnt complain through any other form, and there was nothing else I could do. I did try to file complaints through them and was again never able to actually get a solid answer from anyone other then we will fix it, which never happens. 
I am a single mother trying to keep a roof over my kids head, and have been drowning just trying to keep up with this company that continues to threaten and harass me. I have been fighting this company during my fight with XXXX XXXX and have been trying to remain current. This seems impossible because no amount I pay is added to my account and doesnt resolve my past due amount. I am desperate and need help. The only resolution I can see is trying to hire a lawyer and fight this company but I cant because I cant keep up on my payments as it continues to not go to payments, instead goes to fees and continues to fall behind ; leaving me unable to ever get caught up. Every spare dime I have has been being sent to this company trying to keep my house of over 20 years, and it doesnt seem to be making a difference at all on my monthly statement. 
I look forward to hearing back from you soon as the threats of foreclosure continue every day. 
Thank you

Company response to consumer: Closed with explanation