Consumer complaint received 2022-01-19
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: FL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
To whom it may concern : My name is XXXX XXXX and I am stressed. My mortgage was previously serviced by XXXX XXXX 
Upon loss of income due to not being able to work during Covid 19 I kept the dialogue open with XXXX XXXX to inform them of my current financial situation and I was placed on a forbearance plan. As I started working again, I immediately contacted XXXX XXXX to tell them I would like to resume making payments on my Mortgage. 
XXXX then reviewed and decided that I qualified for a Covid Relief Loan Modification and offered to bring down my interest rate from 5 % to 3.125 % ; and my principal loan balance would remain at {$200000.00}. I accepted these terms and agreed to begin making payments on XX/XX/2022. 
I called XXXX XXXX today XX/XX/2022, to inquire about getting my declaration page for the forced placed insurance and asked where to send my new homeowners insurance information because I was paying forced placed insurance at a premium. It is then that XXXX stated that they did not have any information regarding my loan because the mortgage has been serviced released. They stated that my mortgage was transferred over to Rushmore Mortgage and was sold. I was never notified of any such transfer, and I was not notified prior to any change. I was not provided any notice or any information or correspondence from XXXX or Rushmore. I never even heard of this servicer. XXXX provided me with Rushmores phone number and stated that I needed to call them because XXXX no longer has any information regarding my mortgage loan. 
I immediately contacted Rushmore, and they were rude to me, and did not have any information on file for me after I pressed, they transferred me over several times, and stated that they could see that my loan was transferred, but they dont have any additional information. I asked them whether my Principal Loan balance would remain at {$200000.00} and interest rate at 3.125 % as agreed to by XXXX, they stated that it should be the same. I asked them where and how to make my payments and they stated that they could not provide me with any information, so I needed to contact XXXX XXXX. I explained to them that XXXX XXXX  stated that I needed to contact Rushmore and provided me with their contact information because XXXX did not have any information, they stated that they would have someone from their management team call me back, but they did not even have my phone number, they did not have the most basic information regarding me or my mortgage loan, but instead provided me with general boiler plate responses. 
I am beyond frustrated and right when I thought that I was getting my life back together during this pandemic XXXX and Rushmore are operating like loan sharks, refusing to allow me to pay my loan, under the terms already agreed to, and refusing to provide me with additional information, such as where to make the payments to. 
I am sick and frustrated by this gross misconduct. Please assist. 
If you have any questions or need any additional information, please do not hesitate to contact me at ( XXXX ) XXXX or by email at XXXX. 
Thank you, XXXX XXXX

Company response to consumer: Closed with explanation