Consumer complaint received 2019-04-29
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
On XX/XX/2019 I received notification dated XX/XX/2019 from Rushmore Loan Management Services LLC ( Servicer ) that they the servicer are requiring a copy of the Hazard Insurance Policy on my condominium. I called the phone number indicated on the notification, and spoke to a representative who instructed me to upload a copy of the Master Indemnification Policy declarations page to the system indicated in the notification letter. I at that time, not only indicated to the agent on the phone that I needed to request that information from my HOA / property management company and as well that the requirement for Hazard Insurance is a LENDER requirement and NOT a servicer requirement. The agent then indicated that they would need to research. Upon receipt of the declarions page form my HOA / management company on XX/XX/2019, I uploaded this information to the system as I was instructed. On XX/XX/2019, I received notification via email that my insurance information was successfully verified which read as follows : " This message is to acknowledge the successful verification of the insurance information, that you provided at XXXX. 

Thank you for your assistance. Please remember to include the reference number that appears on your letter, on all future inquiries. '' On XX/XX/2019 I received a letter dated XX/XX/2019 indicating that Rushmore has not received my insurance information and was going to force place insurance of NOT my choosing at a much higher premium on my property. I again reiterate ( as per above ) my insurance information which includes ample proof of insurance was received and acknowledged by Rushmore via email indicating " successful verification '' on XX/XX/2019. 

I attempted to call Rushmore Loan Management Services on XX/XX/2019 but their office was closed. I attempted to contact Rushmore Loan Management Services LLC again on XX/XX/2019 and spoke with an agent named XXXX who indicated that they needed proof of property insurance and that they are " force placing '' insurance which is at a much higher rate. I informed her that I sent in that proof, would send it again and that I had already received an email indicating " successful verification of the insurance information. '' XXXX said that they NOW needed a different type of insurance as they did not have verified insurance information on my property. Again, they do and have acknowledged via their system. I offered to send this information again. XXXX indicated that that would not matter as they would not remove the flag on my account to " force place '' insurance as it was not verified. Again, this is untrue as I explained, I received notification of verification and as well, she acknowledged receipt of the insurance information as she was looking at it on her computer screen and would not remove any force placed insurance or system flag. 

Rushmore Loan Management Services LLC is obviously trying to profiteer by charging consumers for much higher insurance premiums from their contracted insurance carriers as they are NOT accepting the consumers compliant, complete and satisfactory insurance that is provided. They as well, do NOT understand how condominium associations function and master indemnification insurance as required by HUD. They have an received is acceptable insurance coverage as required multiple times. My condominium complex is a HUD, XXXX XXXX, XXXX XXXX, FHA and VA approved property. 

Rushmore Loan Management LLC is intentionally rejecting sufficient insurance that is legally binding to illegally charge me for a HUGELY expensive insurance policy by a provider of their choosing from which they are profiteering. This underhanded and deceptive practice needs to be immediately cured and my insurance needs to be accepted as again, it is sufficient coverage and has been by every lender / servicer for the 15+ years that I have owned my property. 

Please help. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation