Consumer complaint received 2018-08-31
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
Following are details about my situation. 

I bought a house in XXXX XXXX, NJ and the mortgage for the house from XXXX XXXX in XX/XX/XXXX. Since then my mortgage serviced by XXXX XXXX for a couple of months then got sold to XXXX XXXX, and Since XX/XX/XXXX being serviced by XXXX XXXX - this is when the problems started occurring. 

I have a fixed rate mortgage. 

When my mortgage was with XXXX XXXX and XXXX XXXX, my monthly payments were {$2800.00}. 

Rushmore Loans tried increasing the payments to {$3600.00} in XXXX of this year. I called them and asked them why - they were not able to give me a good explanation, and then brought my payment down to {$3000.00}. 

They again increased the payments again to {$3500.00} in XX/XX/XXXX. Unfortunately, I have been traveling Internationally and did not get a chance to dispute this increase. 

Once I got back stateside mid-XXXX, I got in touch with them and inquired as to why they increased my monthly payments. Their initial answer was that my property taxes have gone up from XXXX, the reason for the increase. I got in touch with XXXX XXXX ( XXXX - who is their tax assessor ) and she told me that in fact, my taxes had gone down from XXXX. This information is also available on XXXX XXXX 's website. 

I called Rushmore loans back, customer service stuck to their story of my taxes going up. After pushing them, they finally connected me to the tax department who acknowledged that that is not the case and agreed to do an escrow analysis. We agreed that we will revisit this after the analysis. 

After nearly a month I reached out to them again ( Begining of XX/XX/XXXX ), and they told me that their escrow department has rejected the request - saying that taxes have gone up. This time I asked to speak to a supervisor, who again brought in the tax department on the line and we went back and forth for more than an hour. Finally, this time the supervisor ( XXXX XXXX - his ext at Rushmore Loans - XXXX ) took on the responsibility and guaranteed that the escrow analysis will be done. 

On XX/XX/XXXX - I got in touch with them and asked about what is going on. They told me that the analysis was finally done and that there was an error on their end, the new payment is {$3100.00}. It included an escrow shortage of {$200.00}. 

When looking at the monthly payments ( principal + interest + insurance + PMI ), that I have been making since the beginning - there is no reason for an escrow shortage. I have talked to them multiple time now, and they keep saying it is in the escrow statement, but there is nothing in there that shows a shortage. In fact, there was a refund of {$2500.00} from XXXX XXXX from last year 's payments they made for taxes. 

When I investigated online, it looks like other consumers have also faced this issue with Rushmore Loans. Where Rushmore has told them that there is an escrow shortage without any information. 

In all of this, I also got in touch with the initial agent from XXXX XXXX who sold me this mortgage ( XXXX XXXX - p # XXXX XXXX XXXX ). Initially, when he looked at all the numbers and this increase - he told me that something is not right in the way Rushmore Loans is handling this mortgage and that there is no reason for this increase. Since then, I have been trying to get in touch with him, but he has not gotten back to me. 

I have no doubt in my mind that there is some sort of fraud going on at Rushmore Loans. They have been charging me extra since the beginning of this year, without providing any good reason what-so-ever. And have repeatedly given me the reason that my taxes have gone up when I have proof from XXXX XXXX that it has not. 

I have asked Rushmore Loans for documentation showing my escrow is in negative, and they have failed to provide that. 

I am attaching : 1. XXXX XXXX 's tax bill/payments - which shows the lowered taxes from XXXX - XXXX. Same details are available on XXXX XXXX XXXX I can provide any other documentation as needed. 

I hope this gives you enough information to take action.

Company response to consumer: Closed with explanation