Consumer complaint received 2018-02-27
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: CT
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
We were involved in a load modification with XXXX XXXX, the lender on our home, last year XXXX. Our home was severely damaged due to a broken pipe which mostly destroyed the walls and floors of the entire house, so every cent we had had to be put into trying to save the house. XXXX, the worse insurance company ever to exist, refused to pay. They had absolutely no grounds - nothing to claim was our fault. They just found a way to wriggle out of it in front of an impatient judge. So the damage persisted, from XXXX of XXXX. Since we had troublle paying the mortgage we fell behind and had to apply for a modification. We were approved once but could not pay because not only did we have to pay for repairs but both I and my spouse were unemployed for several months, We have XXXX children to support. We finally got back on our feet and requested a modification at the end of XXXX. XXXX  XXXX was about to send it to underwriting when they noticed the hazard insurance was missing. When we called back to give them the hazard insurance, they informed us that they had decided to sell the loan to a well known customer-abusive company called " Rushmore '' XXXX. XXXX XXXX told us to just give the Hazard information to them. We called, and were told that we could ONLY speak with XXXX XXXX, XXXX, and that he was on vacation for two weeks. Unbelievable but true, This was in early XXXX. We had a foreclosure date at the end of XXXX with XXXX XXXX. XXXX 's outgoing voicemail message instructed callers to NOT leave a message, and to call him back on XX/XX/XXXX. This cost us valuable time which Rushmore is going to have to make good on. We were understandably upset at this treatment and demanded to speak to his supervisor, XXXX XXXX. We had hired a short sale specialist who had several interested investors interested in paying cash. All we wanted to do was a short sale and not foreclose to save our credit. XXXX said he would try to help but although he promised to call our short sale rep XXXX XXXX, he did not. XXXX called Rushmore several times daily to let them know he had several investors willing to pay the common appraisal price ( inducing damage ) of XXXX, vetted by XXXX XXXX. Rushmore never returned his call. Rushmore kept telling us that THEY COULD NOT CONSIDER US FOR A SHORT SALE BECAUSE WE WERE WITHIN 37 DAYS, HOWEVER WE WERE WITHIN 37 DAYS *****ONLY***** BECAUSE WE COULD NOT SPEAK TO ANYONE AT RUSHMORE TO START THE SHORT SALE PROCESS AS NOONE WOULD SPEAK TO US BUT XXXX XXXX XXXX Rushmore therefore BLOCKED our ability to be within 37 days and therefore blocked our ability to short sell with interested validated buyers. I called the Government HOPE line and this definitely scared XXXX XXXX because a rep from XXXX got on with me and Rushmore and asked them all the right questions. We were then directed to someone who was new and so incredibly helpful. We were told that XXXX instructed his team to GET ON THIS NOW!!!!!! as soon as he heard that I had government help on the phone. Suddenly we were given instructions, XXXX had the packed with offers all ready and sent it to Rushmore. It was still difficult for him to reach them as they ignored him for days. Finally Rushmore said their investor would only consider $ XXXX ( which would be the price if you did a drive-by appraisal - a real appraisal with the damage inside would lower the appraisal to XXXX ). I used my two adjournments, then on XX/XX/XXXX, my foreclose date, I went to court in New Jersey to ask for a postponement so that we could resolve a short sale, starting with a reasonable appraisal, which Rushmore claimed they had no time to get with the foreclose date coming up. Obviously they could have moved it. We had been informed that Rushmore makes its money through foreclosures so they are considered the worst and have no interest in working with the owner. The judge denied my petition and said the house would be sold that day on XX/XX/XXXX. Then, extremely oddly, the next day I found out that the sheriff sale date had been moved by someone to XX/XX/XXXX. Rushmore ( XXXX XXXX ) denied doing it but we eventually found out Rushmore lawyers did it. They were still refusing the verified appraisal on the house - a value corroborated by several sources, and refused the purchase offers by several vetted investors. They led us to believe they would negotiate during these 30 days given to us as a stay of execution, but they instead did nothing and in fact insisted again that the house was worth full price. Once again we do not have 37 days, we have now lost our investors who would have bought and we will be forced to foreclose on Tuesday for no reason other than they want to cause damage to my credit. Rushmore will receive no more than 350K at the sheriff sale, and if they take less I will sue them. This company has a strong reputation for tormenting homeowners. Please get them to stop this, give us the 37 days we need, accept the true value of the house, and let us find new investors.

Company response to consumer: Closed with explanation