Consumer complaint received 2019-11-12
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: DE
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
This is a fairly long story but please bear with me. Our mortgage was sold probably 6 times in the last 10 years. XXXX we were with XXXX XXXX XXXX  ( XXXX  ) we entered into mediation early XXXX. One week after our mediation agreement with XXXX, our loan was sold to Rushmore Loan Mgmt. Wow, that's not shady. Prior to the mediation the property had a home inspection. I  can provide all documents needed later. The first letter we received from Rushmore was not a Welcome to our company it was a you're in default and packets of applications for assistance. They wouldn't talk to us when we called because it was " newly sold to them and we have to wait for an acct number, '' or something like that. About 2 weeks later we received another delinquent notice. XXXX finally got someone to talk to her at Rushmore and they told her to call XXXX. SIGH! XXXX called XXXX to find out why Rushmore didn't have the information about loan mediation agreement and was told " we have nothing to do with it, we don't own your loan anymore. Call Rushmore. '' SIGH! 
XXXX called Rushmore again and was told they see the paperwork. We are struggling financially but we have lived in this house since XXXX. Raised 2 boys and some pets and a loving caring community. We ended up entering a " trial '' modification agreement, advised by a Rushmore customer service agent, with payments due in XXXX, XXXX and XXXX and then in XXXX our loan will be modified permanently and our credit record cleaned up from all of this. We are finally at our complaint. 
Rushmore Loan Mgmt has sent us 2 letters now stating they sent someone out to inspect the property have deemed the house vacant. I want to laugh it's just so stupid. I can provide pics of my house and tell me what you think makes it look vacant. Rushmore contacted my homeowners company, XXXX XXXX, who then contacted me about insurance for my vacant property. Today we received a letter from the county asking for vacancy fees. I sent XXXX XXXX pics of the house after talking to the rep and telling him THIS HOUSE IS NOT VACANT and has NEVER BEEN VACANT! Not only are there decorations WE HAVE A DOG! The dog would have barked if someone came to our house. Does it need a little power washing? Yes but so do all of the houses in this area, we are all under a bunch of huge trees. Half the neighborhood needs their front steps repaired! Big deal! We haven't decided what we want to do with them, either patch or build a porch. Then we lost our jobs and the recession hit and we couldn't afford anything! Just 2 middle aged adults busting our XXXX trying to make ends meet, just to be railroaded by this practice of selling loans over and over again. Today, we received a letter from the county asking to pay a vacant property fee. What the XXXX is going on?! This is our home, stop harassing us. We are doing the best we can and this house looks fine! It's landscaped and has parkland behind it. This has been such a nightmare not only emotionally but mentally and physically. Just brutal. We know this scam is going to be, come XXXX when it's time to modify the loan permanently, " oh, we aren't going to modify it because your steps have wholes in it. Someone needs to help with this. Rushmore is telling everyone our house is vacant and again IT'S NOT AND NEVER HAS BEEN. 
XXXX and XXXX XXXX

Company response to consumer: Closed with explanation