Consumer complaint received 2016-07-13
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NY
Product: Mortgage
Sub-product: Other mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
My complaint is in regards to an issue I have had with my mortgage company paying my property taxes in full. My mortgage was with Rushmore Loan Management Services. In XXXX they sent a check from my escrow account to my town for my property taxes. In XXXX, my town sent the check to me with a letter stating it was issued for the incorrect amount. I contacted Rushmore at that time and forwarded the check and bill to them as instructed. I continued to follow up with Rushmore every three weeks to check the status of the situation. I was told in XXXX that the money had finally been redeposited back to my escrow account and a request was opened to have the escrow department send a replacement check for the correct amount. In XXXX I received another bill for my tax payment but it was now from the county in which I live. I was already beginning to accumulate interest charges for this payment being late. At the same time, I received a letter in the mail that my mortgage had been sold to XXXX XXXX XXXX. Of course I called Rushmore to request that this problem with the property tax payment be taken care of prior to the transfer of my mortgage. Once again a problem order was opened and I was told it was scheduled to be completed by XX/XX/XXXX, which was prior to the transfer of the mortgage to XXXX. I called Rushmore to check on this at the beginning of XXXX. I was told they did not resend the payment because of the transfer. I was then told XXXX would take care of it including any fees incurred. I was actually told that legally the bank has to take responsibility for the fees. I was extremely upset at this point and skeptical that this would be taken care of by the new mortgage company. I immediately called XXXX and was reassured that they would take care of the payment and cover the fees as I was told by Rushmore. They opened a problem on it and I was told it would be completed by XX/XX/XXXX. I was on vacation until XXXX XXXX. When I returned from vacation I had a letter from my county stating that a check had been received for the correct amount for the property taxes but it was returned for a stop payment. his check was issued by Rushmore. I got charged a XXXX dollar fee for the returned check so the fees kept compiling. I called XXXX to inform them of this and was told they contacted my town and were told the taxes for my property were paid in full. I attempted to explain that they must have contacted the town during the window of time between the check being received and it being returned for a stop payment. I then emailed a very detailed accounting of the history of the issue with my property taxes and attached all correspondance from my town and county to the tax department at XXXX. I called to follow up on the phone calls and email XXXX days later ( XXXX XXXX ) and was told they could n't see any information on the problem but they would submit a request to be sure it was researched. I received a letter from my County on Monday XXXX XXXX stating if the taxes are not paid in full by XXXX XXXX an ad would be placed in the local newspaper telling everyone I have n't paid my property taxes and I would be charged for the cost of this ad. I immediately called XXXX and was told to call back the next day before XXXX central time to speak with the escrow department. I called at XXXX Eastern time on XXXX XXXX. I was rudely told I could not speak to anyone in that department. I was told it could not be flagged as urgent as everyone thinks their problem is urgent and she refused to let me speak to a supervisor. I hung up with telling her I would be contacting my attorney. My attorney advised me to register a complaint with your organization.

Company response to consumer: Closed with explanation