Consumer complaint received 2018-12-14
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Issue : Possible Forced placed Insurance when Master Policy for Association and condo unit 06 Policy is sufficient. 

My mortgage servicing rights with XXXX XXXX XXXX  was transferred to a new Servicer which was effective XXXX. I received the transfer letter from XXXX XXXX XXXX on XXXX. The letter stated the servicing of my home loan will be transferred to the new loan servicer Rushmore Loan Management LLC on XXXX. I received a letter from Rushmore on XXXX with the new loan number interim payment coupon and envelope. My previous payments have always been one month ahead. All payments are a cashier check from either XXXX XXXX XXXX or XXXX XXXX XXXX. Payments are being credited without an issue. 
The issue : XXXX I received a letter from Rushmore insurance dept., asking for proof of my Condo Assoc. Master Policy. No problem..I contacted Rushmore the same day. I spoke to rep. XXXX agent # XXXX. She stated I could fax the Master Policy right away. I also, let her know I have other insurance in addition to the Master Policy ; meaning my condo unit insurance. She stated just fax the Master Policy only and I should call on XXXX to check the status. XXXX I contacted Rushmore insurance dept. to verify Master policy status. I spoke to XXXX agent # XXXX. He checked and let me know they are having a problem with the Policy showing units XXXX ; the master policy didn't indicate my XXXX  XXXX or walled-in on the Policy. The address XXXX XXXX XXXX XXXX, XXXX WA. XXXX is correct except it doesn't show my XXXX or number on the Policy. This association has XXXX units top to bottom, side to side, that covers the two sides of the community from XXXX XXXX to XXXX, which is XXXX XXXX XXXX XXXX. Our Management company is XXXX XXXX XXXX, XXXX XXXX, WA. 
Our Master Policy is XXXX XXXX XXXX, agent XXXX XXXX. We have a CC & R which the unit owner is responsible for walled-in that is my Condo Policy, which covers personal possession, perils, theft, hazards, inside structures, special assessments, etc.The master policy covers all outside structures, liabilities, hazards, perils, and between the walls. I have always had condo unit insurance since XX/XX/XXXX when I purchased the condo. My condo insurance has been XXXX XXXX to XXXX XXXX. I have all documents to show no lapse in policy. The Association has always had a Master Policy insurance that is adequate and sufficient. I have never had a problem with the Previous mortgage company XXXX XXXX XXXX. 
XXXX I received a second letter from Rushmore Insurance dept. Stating their records show my hazard insurance has expired and they have evidence that I haven't obtained a new insurance. I contacted Rushmore XXXX about the letter I spoke to XXXX # XXXX. I ask her to check on the Master Policy status and if there is still an issue it needs to be either deny or resolved. She checked with her supervisor and stated to me the supervisor could check the property and policy and not to worry they will get back to me. I did not feel good about the inconsistent resolve, the inconsistent interpretation of an Associations insurance policies. This is serious and needed to be resolved correctly. Something didn't feel honest or upfront. I knew it was important I diligently follow up about the issue they are having about the policies. 
XXXX I contacted Rushmore and spoke to XXXX # XXXX. I told him they need to have my condo policy also because one of the issues walled-in would be my responsibility which is my condo policy and Why are they having still having problems with the master policy? He left the phone to check on my Master Policy he returned and stated the Policy was OK. I suggested to fax the condo policy the same day. He stated " no '' they check the policies from their department. He requested my condo policy number, Agent 's number and my email. He stated it might take 5-7 days and I  would get my response. XXXX XXXX XXXX left a message for me to return their call. I spoke with XXXX the agent at XXXX XXXX. He stated Rushmore insurance dept was having a problem understanding the interpretation of condo unit insurance and how the master policy with the association covers the units. The other party didn't seem to want to hear or could interpret how the blanket coverage works with both policies. They did not request the policy. 
XXXX I received the inquiry email stating they attempted to contact my agent and obtain the insurance information and still not received adequate documentation. The inquiry was unsuccessful. 
XXXX Faxed a three page letter to Rushmore insurance, also faxed condo insurance policy, XXXX XXXX agents response the, Master policy again, the email from Rushmore 's insurance inquiry. The letter was in regards to continued misinterpretation of both policies, and possible forced placed insurance assessed to borrower when my insurance has adequate coverage. Excuses used by Rushmore insurance dept : Why XXXX units on my master policy. Why the policy does not state walled in? It is not necessary to fax needed information or documentation. Don't need to concern myself about the issue they are taking care of it. Because this is a serious issue and matter and they haven't given me a legitimate reason or reasonable basis to the deny the Associations Master Policy. nor, in a concerned of obtaining the condo policy right away I am very concerned.

Company response to consumer: Closed with explanation