Consumer complaint received 2019-06-22
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: WI
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
I had opened a flood insurance claim on XX/XX/19 that was investigated and damages were paid by my flood insurance company to my mortgage servicer at the time ( Rushmore Loan Management ). The check was sent to Rushmore,  and issued with my name on the check as a joint payee, but apparently the bank didn't need my signature to deposit the check which I find strange. Moving forward, I was in the process of refinancing my mortgage with Rushmore prior to the flood happening, closed on the refinance with a new company, and paid the previous loan through Rushmore off in full. Rushmore was still handling the flood claim as they were my lender at the time the insurance claim was initiated on XX/XX/XXXX. I have called both customer service and the loss draft dept. at Rushmore at least 50 times in the last 3+ months to find out where this insurance money is and why it hasn't been distributed to me as the property owner. I had already paid for all of the damages caused by the flood out of pocket due to the negligence throughout this entire process. Every time I contact Rushmore, I get a different person and a different answer. On several occasions I was told my mortgage and my insurance claim is no longer their problem or in their interest. Rushmore representatives also denied ever receiving or depositing my insurance check until I confronted them with a copy of the check I obtained from the insurance company that clearly showed their " for deposit only RLM '' stamp on the back of it. Prior to that I was also given a runaround that the check was mailed to my new mortgage lender, however after contacting them several times, they knew nothing about the claim or the check. After endless attempts and threats to hire an attorney to resolve this, customer service FINALLY acknowledged yes they did indeed deposit my check and would be distributing the funds on XX/XX/19. That was 30 days ago to date. I have called over and over again, and every time I am given a different answer as to when or if at all, a check was mailed. I asked for tracking or to speak with someone who would know, but apparently not a soul at Rushmore knows who handles the outgoing payments or who takes care of the mail. When I called on XX/XX/19 to check the status as I hadn't received a check, I was told it was probably lost and that I would have to wait until Monday to have one reissued. I was then told I would receive a call around XXXX XXXX. by the same agent I was speaking to. Monday rolls around, I waited until XXXX XXXX., surprise no phone call. I call Rushmore and they say OK we will issue you a new check and elevate the status to put a rush on it. You should have it by the end of the week. 7 days go by, no check. I call on Monday XX/XX/19. I get transferred multiple times and no one knows anything about a check. Big surprise. I finally ask to speak to a manager as I am sick of dealing with this. I get put on hold for 15 min. Someone picks up who I assume was a manager and says yes a check was issued on XX/XX/XXXX. But the last person told me it was issued on XX/XX/XXXX I say? He says you should have it by Friday. Frustrated yet again, I wait another week. As of today it is XX/XX/XXXX and I still have no check. They verify my mailing address every time I call. From California to Wisconsin takes 3 days on average for first class mail. I am done hearing excuses. I don't believe anyone is, or has ever issued a check. I believe that Rushmore is holding the escrow money that it owes to me in hopes that I just give up and stop pursuing it, as my loan is paid in full and they can no longer profit from my monthly payment.

Company response to consumer: Closed with explanation