Consumer complaint received 2016-12-15
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: CO
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
I have over accrued on my escrow account due to my property being a new build and the taxes not being assessed. My tax statement came in XXXX and the company servicing my loan XXXX sent me an overage check in XXXX. They said they could n't change the escrow until the review in XXXX so it would continue to over accrue and they would then fix the payment and send me another reimbursement check in XXXX. I called then to follow up and my load had been sold that month to Rushmore LM. At that time Rushmore said they just purchased many loans and I would have to wait a few weeks for the escrow analysis to conducted. I called back and they said they were finishing them up. I then received a statement dated XX/XX/2016 with the correct amounts for my taxes, insurance and PMI, with an overage due to me of {$3900.00}. I called to ask for my check and they said it was in process for another two weeks. Then a week later I received another escrow analysis dated XX/XX/XXXX with the old incorrect taxes and my PMI had somehow doubled from {$64.00} to {$120.00} per month, this statement had an overage of {$800.00}. The payment then went back to {$2400.00}, from the previous escrow analysis which had my payment at {$2100.00}. I called and they said they would review and get back to me. No call back. I called again a week later and they said that it would have to go through a escrow analysis. During this call the automated system stated my payment to be {$2100.00}, however the representative stated a higher {$2500.00} which I have a recording of the call for your review. He connected me to the tax department at Rushmore who I then confirmed my tax amount once again. He also confirmed my MI had doubled to $ XXXX/mnth which I felt was illegal as this was defined in my closing note and not to change ( just like my % rate would n't change ). He said he would look into this and he would call me back XX/XX/2016 ( XXXX was his name ). No call. I called back on XX/XX/2016 and they said they would be looking into this and process this for evaluation. I asked to speak to a manager and he was on the other line but would call me back when he hung up ( XXXX ). No call back. I then received a check for the lesser amount of {$800.00} on XX/XX/XXXX for an overage per the second escrow analysis. I called on XX/XX/XXXX and spoke to a XXXX manager. She said that she agreed there was an issue and would look into it and call me within 48 hours. No call. At this time I called my loan originator and asked what I could do and if he could look into it. I sent him all paperwork and he spoke to his XXXX rep and they evaluated it. They agreed the increase in my PMI was illegal, holding my money was also illegal. They suggested I then file a claim with CFPB as holding my mortgage payments as a form of recourse was a bad idea and the only other option was an expensive refinance at my expense. So here I am with a loan management company that refuses to call back, wo n't pay me the money owed, has illegally doubled my MI, and has also continued to give me contradicting stories on what my actual payment should be.

Company response to consumer: Closed with explanation