Consumer complaint received 2018-12-20
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: CA
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
My Refinance of my mortgage was first " financed '' by XXXX XXXX XXXX XXXX, I agreed to the terms of the FHA refi, and signed papers, all went well/smoothly ... I agreed to the {$410.00}. per month mortgage payments, etc. 
My loan was " sold '' to Rushmore Loan Management Services LLC -- and there have been multiple problems since then. 
My Escrow account was " evidently '' short, so they raised my Escrow and Mortgage payments by {$50.00}. per month.. -- In phone calls to RUSHMORE I found out they had a " XXXX XXXX '' insurance policy added on to my Escrow account. I DON'T HAVE AND HAVE NEVER HAD A XXXX XXXX POLICY. They evidently removed that ... and my Escrow and payments did NOT go down ... They then " added '' on Flood Insurance.. without contacting me at all. [ They had all the paperwork from the original XXXX   XXXX, which included the paperwork to prove that I DO NOT LIVE IN A FLOOD ZONE, and Flood Ins. is optional not mandatory for me. ] Information and documentation on the " Flood Insurance not mandatory '' for my area was AGAIN provided to them. I don't know yet if they have removed that and lowered the 2019 payment from well over {$500.00}. back the the only {$50.00}. over my initial agreed upon payment amount of {$410.00}. 
MOST RECENTLY ; I had to change my bank account due to someone " getting into '' my home computer.. for security reasons. Having to change this, after 20+ years caused some issues for me, in differentiating between my " member number '' and " account number '' with my Credit Union .... causing a RUSHMORE automatic PAYMENT to be returned/rejected due to the wrong account information ... one month. The next month my ONLY INCOME of XXXX did not go into my checking account, due to erroneous account information.. month two ... causing the Rushmore automatic payment to be rejected/unpaid. All information has been corrected. I have spoken to RUSHMORE " CUSTOMER SERVICE '' on a few occasions ... it is frustrating to do so. 
THEY ARE PRIMARILY AND FOREMOSTLY operating and acting as a " COLLECTION AGENCY '' ... very impersonal and inflexible, and we all know how frustrating it is to deal with a FOREIGN company when trying to solve a customer service issue. I have explained completely and fully the account errors in changing my bank account. I'm a XXXX year old XXXX woman who lives alone and on a very limited income.. I am XXXX XXXX. I have NEVER had any account in arrears, not a mortgage, or any debt, no utility has ever, ever been turned off for lack of payment. I have always paid all of my bills on time and as due ... I resent being treated and spoken to as if I am irresponsible and a credit risk ... My honest explanation for what had happened, once in a lifetime BEING IGNORED COMPLETELY by the Company. 
XXXX foreign customer service rep. told me that my payments would be " CERTIFIED FUNDS ONLY '' -- putting a physical hardship on me, XXXX .... and I told her that was not going to happen ... these two payment snafus were a one time, special circumstance and NOT done by someone with a poor, unreliable credit history/payment history. 
Thank you.

Company response to consumer: Closed with explanation