Consumer complaint received 2017-03-29
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: WI
Product: Mortgage
Sub-product: Conventional adjustable mortgage (ARM)
Issue: Loan modification,collection,foreclosure

Complaint:
My mortgage company Rushmore has been continually changing the rules and guidelines as I have tried to negotiate and work with them to modify my home loan. As a result, I am in danger of foreclosure and have a sale date set for XX/XX/XXXX I have been involved in negotiations with Rushmore for several months in an attempt to modify as well as assume this loan that was drafted in my now deceased mother 's name XXXX XXXX XXXX XXXX. My name is XXXX XXXX, I am her daughter and the legal heir. Their agents have been difficult to work with and have changed guidelines and rules and repeatedly moved the goalposts as I continue to jump through hoops to try and resolve this matter. Between me and my husband we can definitely afford a fair mortgage payment, but need Rushmore to work with us to address delinquent payments from the time of my mother 's passing as well as properly putting the loan into my name. I have complied with every request for information, then I am told it is not enough and that they need more. When I send in more their agents tell me it is too late, it is less than 37 days before a sale date so they ca n't even look at this information. It seems disingenuous and wrong that their agents are handling the matter this way. 

In XX/XX/XXXX, my mother acquired her property signing a HORRIBLE adjustable rate home loan originated with XXXX XXXX Bank. My mother 's mortgage has been transferred several times and was with XXXX in XX/XX/XXXX at the time of her passing. I inherited her home and subsequently incurred a substantial amount of unexpected out-of-pocket funeral and burial expenses. In XX/XX/XXXX, due to the struggling economy, I was laid off from my job. The aforementioned events compounded together caused me to fall behind on the mortgage payments. I contacted XXXX agents advising of my struggles. It was extremely difficult to actually speak with any agent. Next, I was advised that my loan had been transferred to XXXX, which is a division of XXXX as I understand it. I reached out to XXXX 's agents, but again had difficulty connecting with an agent. On the rare occasion I could get an agent on the line, they seemed extremely unwilling to work with me. XXXX 's agents advised me that the only option to resolve my mortgage crisis is to tender a lump sum payment to reinstate my mortgage loan. This request was and still is unaffordable. I continued to dig in and fight to get a review opened only to find that the loan had been transferred to Rushmore in XX/XX/2016. 

I have been able to speak with agent XXXX XXXX and had hopes that a comprehensive review of my current and correct financial information would be conducted. However, Rushmore continues to question my legal paperwork sent from my lawyer showing that I am the rightful heir through inheritance. Their agents continue to question the fact that my brothers already filed quit claim deeds in XX/XX/XXXX so that the title is held free and clear in my name. My lawyer has reached out to Rushmore on many occasions and provided everything that they have asked for. After their agents verified everything was received, we were then told that Rushmore would not look at the paperwork because the sale date was scheduled within 37 days. 

I know that Rushmore has the ability to work with me, I know that there are government and internal programs available for homeowners in my situation. We CAN afford a fair and reasonable mortgage payment and need Rushmore to review us for modification, forbearance plan, restructured loan or even some type of repayment plan. However, despite months of significant effort, we continued to be denied access by their agents.

Company response to consumer: Closed with explanation