Consumer complaint received 2020-06-13
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
My servicer Rushmore loan Management Services have been given me verbally through the representatives, emails and documentation in the mail that is conflicting and making it false and misleading information to me as a homeowner. The company never answers the phone, won't allow you to make a payment online, purposely put in the wrong amount of your mortgage so it returns to the bank and puts money in suspense when it's enough to cover a mortgage payment just to make you behind. I have uploaded documentation in regards to their misleading and confusing verbiage in regards to my mortgage. I have told them numerous times I feel they are sabotaging my mortgage due to covid-19 purposely to throw me into foreclosure. I got behind in XXXX but made two payments in XXXX and the representative put the wrong amount on purpose. I've had to call their company four times a month just to make sure my mortgage is correct and that it matches what I see on my online mortgage account. Representatives have told me they would call me back never do so. The company also gave me a single point of contact and the phone number is invalid can't even reach anyone. They are doing this on purpose and my daughter-in-law is an underwriter for XXXX XXXX and services loans the same as Rushmore and she told me that they do this on purpose to throw houses into foreclosure especially during state of emergencies. I feel they are trying to take my home they already sent me an acceleration of my loan in XXXX I do not have that document to present to you but they do. I am begging you to please find this Servicing Company for giving false and misleading information, putting individuals on a forbearance that they don't understand and my home is owned by a private lender which does not have to do anything in regards to President Trump 's Care Act for mortgages. They even stated that themselves when I spoke to a representative. I am not behind on my mortgage I have from the first to the last day of the month to pay that mortgage. I have been a couple of days late for instance maze mortgage was paid on XX/XX/XXXX you will see that on the documentation I presented. XXXX 's payment will be paid on XX/XX/XXXX I told them this ask them to document everything that I stated. What upsets me the most you'll see on one of the documents is it states that my home is vacant and that's why I wasn't given a forbearance. How could that be I call them every month in regards to my intentions I paid them every month and they drove by and took pictures in XXXX well there was a stay-at-home order and no one was really allowed out and charge me for it. You'll see that documentation as well uploaded. Please being the Consumer Financial Protection Bureau and my daughter-in-law working for XXXX XXXX XXXX at one point they are doing the same thing principal at XXXX XXXX XXXX. They are going to steal a lot of homes especially from individuals that do not know about their mortgages or the mortgage industry as I do. I beg of you please find them I know I am not the only one they are stressing out during covid-19 and I'm over the age of 65 and already scared to death I'm going to die from that. Rushmore loan management servicing is one of the  worst servicing companies I have ever dealt with they also had my interest rate raising in XXXX of XXXX when my note says XXXX of XXXX and I had to bring it to their attention. As a matter of fact I should be being paid to service my own loan hey. Please do something. Respectfully XXXX XXXX XXXX XXXX XXXX XXXX please call me if you need to I will try to look for the certified letter of acceleration of loan in XX/XX/XXXX after a state of emergency was announced XX/XX/XXXX. Thank you again

Company response to consumer: Closed with explanation