Consumer complaint received 2018-02-22
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: WA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My home loan was sold to Rushmore Loan Managment Services in XX/XX/XXXX with my first payment due XX/XX/XXXX. My previous mortgage company allowed me to make bi-weekly payments, which they would hold and then apply to my payment that was due the first of each month. They also applied any additional money I sent them over my payment amount to my principal. I was not aware that Rushmore didnt allow bi-weekly payments, so my first 3 months of payments were occasionally applied incorrectly. In XX/XX/XXXX, I noticed on my online mortgage account that they were showing I was a half month behind on my payments. I called Rushmore and they found 1 payment that had been applied 100 % to principal. They advised me they would reverse it and apply it to my payment amount and that I would then be caught up. I called two weeks later as I saw on my account that I was still showing behind and now I was a month behind as opposed to the half month it showed two weeks prior. Rushmore advised they would email the Cash Management department and have them review all of the payments I had made and they would call me in two days. I never received a call back so called again and went through the same conversation again. They again told me they would email the Cash Management department along with the Customer Service Manager and get back to me in two days. They still did not call me back so I called again and asked to talk to the Customer Service Manager. I went through everything with him again and he asked me to fax him my bank statements showing proof of all of my payments. I tried to fax him 10 times and the fax number he gave me didnt work. He also gave me his direct phone number and that also did not work. I mailed my bank statements with a written request for an account review, which they show they received on XX/XX/XXXX. They sent me their response on XX/XX/XXXX stating their records are correct and I am one month behind. I called them again and went through the same conversation again and asked for proof of what they did with every payment I have sent them. They told me to submit my request through their online message center and fax them my back records again and they would review the account again. I dont know what to do at this point as I have already provided them all of the proof of my payments many times since XX/XX/XXXX and they arent correcting anything. On top of all of the payment issues, they also did not pay my homeowners insurance automatically as they should have so I had to get them on the phone along with me and my insurance company so they could send them the check. Rushmore was typing up the check while we were on the phone and said the check would go out the next day. A few weeks later, I received a letter from my insurance company stating they cancelled my insurance as the premium was never paid. I called Rushmore and they admitted they never mailed the check. I had to get on the phone again with Rushmore and my insurance company so a rush payment could be sent which they finally did send this time.

Company response to consumer: Closed with explanation