Consumer complaint received 2021-11-30
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: GA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
After my income dropped as a result of XXXX I tried to obtain assistance. Unfortunately, I was unable to secure any type of assistance on my own. I began working with XXXX to assist me with my modification. Their accounting department reviewed all of my documents prior to me submitting them to Rushmore and I was assured that based on my income I was well within the guidelines to secure a modification. 

Unfortunately, Rushmore has a way of dragging the modification process out by requesting additional documents along the way. By continuously requesting more updated documents they are really just dragging the process out!!! For my first request finally in XXXX 2021 I received a reply from Rushmore. According to their findings somehow my income was only generating {$640.00}??? I was simply floored at how the discrepancies from what was submitted to what they reported. Ultimately my request was denied. 

Once again I resubmitted my modification request package. Again more of the same back and fourth, back and fourth. I did notice when I began reporting what was happening to CFPB, Rushmore stated I finally have a completed package. Again the agency I was working with reviewed my updated documents and they confirmed my income can handle all of my expenses. Rushmore 's disagrees and my package is denied again. It feels like this company has never had any intentions of assisting me. 

I was assigned a contact person that I've only spoken with 3 - 4 times throughout my 6 month + modification process. I called XXXX XXXX on XX/XX/XXXX regarding a letter explaining foreclosure options. He was not available, however on XX/XX/XXXX XXXX did call me back. He informed me that the letter was automatically generated and not to concern myself with it because I am still under review for a modification. 

On XX/XX/XXXX I reached out again to XXXX to see if there were any updates on my modification application. I never received a return call. I reached back out to XXXX on XX/XX/XXXX and as usual he wasn't available so I left a message. I'd received an overnighted letter explaining Rushmore is the servicer on my loan however XXXX XXXX XXXX XXXX is the owner. I was well aware Rushmore doesn't own my loan. They paid the additional overnight fee for this information that is well known to be sent to me yet the only way I know my request for a modification was once again denied in writing is through the CFPB website. My submitted supporting documents clearly reflect I can assume my mortgage however they state my income as {$1600.00}??? According to the letter on the CFPB website I have 14 days from XX/XX/XXXX to appeal this. I haven't even received the letter via mail. It's like Rushmore is continuing their games! 

I phoned Rushmore this morning to try and get an understanding of what exactly in my income didn't support my expenses. I spoke with a representative named XXXX. He couldn't explain what in my income didn't support my expenses, he got frustrated and disconnected the call. 

At this point it is clear Rushmore isn't trying to help me!

Company response to consumer: Closed with explanation