Consumer complaint received 2019-03-15
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: LA
Product: Debt collection
Sub-product: Mortgage debt
Issue: Attempts to collect debt not owed
Sub-issue: Debt was paid

Complaint:
XX/XX/XXXX - called Rushmore Loan Management Services for pay off amount XX/XX/XXXX - Rushmore mailed letter with payoff amount of {$0.00} and recording fee of {$73.00} for total amount owed by XX/XX/XXXX. 
XX/XX/XXXX - letter received via mail ; made online payment via wire through XXXX XXXX for pay off amount at XXXX, CST, with tracking # given from XXXX XXXX , see *email* confirmation. 

Your money transfer 's complete. The money will be available in CASHIERING DEPARTMENT RUSHMORE LOAN MANAGEMENT 's bank account by XX/XX/XXXX. 
Need help? Chat online or call us toll free 24/7 at XXXX. 
Thanks for using XXXX XXXX. 
________________________________________ For a mobile transaction, this is your receipt. For all other transactions this is a summary of your online receipt. 
________________________________________ Your tracking number ( XXXX  ) is : XXXX Transaction Date : XX/XX/XXXX XXXX ET. 

Recd alert from XXXX XXXX of credit filing of delinquency ; contacted Rushmore. They said they never received payment ; I gave them all the information of the receipt of submitting. I've called numerous times and they kept saying they never received. Gave them the tracking # I had. 
There is no one else I can speak with ; there is no email address that can be used to communicate and deliver documentation. Either fax or regular mail. No attempt on their part to track receipt of said money using the information provided. 
rec 'd another statement dated XX/XX/XXXX indicating owing {$0.00}. Again I called and resubmitted the information regarding payment information ; they replied they had no way to track it, as they never received. Another notification of now the delinquency of over 60 days. 
XX/XX/XXXX - another call to Rushmore asking for assistance of tracking my payment and resolving the credit reporting. Still no assistance in helping. Therefore, I went to my bank and REWIRED ANOTHER PAYMENT. 
XX/XX/XXXX - XXXX CST resent ANOTHER wire transfer with an additional cost to me of {$25.00} -- Also, contacted XXXX XXXX on XX/XX/XXXX and they have record from XXXX , Rushmore Loan Management Services received funds XX/XX/XXXX. Trace # is XXXX. 

XX/XX/XXXX - again called Rushmore to give them information that I just wired ANOTHER PAYMENT and was told to call back on Friday, XX/XX/XXXX to verify they received. 
XX/XX/XXXX - called and they verified payment received and closed account. I asked about next step in resolving credit reporting and also let them know they now have received TWO payments from me. Gave them additional information again for THEIR bank with a tracking # XXXX. Their records indicate a follow up is needed by me next Wednesday, XX/XX/XXXX. 

Asked them to report to credit agencies their reporting that the account was not delinquent which affected my CREDIT SCORE greatly. They indicated they would send to consumer affairs department for investigation however it is still under investigation. They offer no customer service to assist in rectifying the situation other than the customer doing all the calling ; following up. I was told to call XX/XX/XXXX, or I can mail/fax communication and wait again for reply. There is no other communication other than the one customer service line and you are unable to speak with anyone else ; no supervisor or anyone other than the rep on the phone. 

This loan was first taken from XXXX XXXX XXXX  and the account was turned over in XX/XX/XXXX to Rushmore Loan. In six years paying the mortgage for a payoff amount of {$0.00} this company has ruined my credit and is making no attempts to assist in correcting the problem. 

As of today XX/XX/XXXX, Rushmore has now an additional {$73.00} due to the double payment in which they can not tell me how or when the payment will be reissued back to me. Again, no one to speak with at all to assist in resolving issue. 

I have made every attempt possible to rectify the situation with no assistance whatsoever from Rushmore other than being treated like an individual who is trying NOT to pay a {$0.00} debt when I clearly paid a {$15000.00} debt I owed timely. 

I am looking for restitution of my {$73.00} over payment ; in addition to clearing my credit report of false information.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation