Consumer complaint received 2021-12-21
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
XX/XX/XXXX Rushmore Loan Management Services XXXX XXXX XXXX XXXX XXXX, California XXXX Dear Rushmore Loan Management Services : RE : Account No # XXXX My name is XXXX XXXX owner of XXXX XXXX XXXX in XXXX, New York zip code being XXXX. Since XX/XX/XXXX, Rushmore Loan Management Services has serviced my loan being XXXXand according to the last update I owe {$3300.00}. Throughout XXXX and XXXX I have been struggling with the financial impacts of the Pandemic. However, I have received an abundance of conflicting notices from the Servicer for example Notices dated XX/XX/XXXX, and XX/XX/XXXX, acknowledging receipt of a completed Home Retention Package in which I do not recall submitting to the Servicer. On a notice dated XX/XX/XXXX I was denied a forbearance plan and on a notice dated XX/XX/XXXX, there was an approval for a forbearance plan. 

However, my complaint stems from notices received on XX/XX/XXXX, and XX/XX/XXXX. I entered into a Covid- 19 Relief Forbearance in XXXX of XXXX. Subsequently, I commenced making regular monthly payments in the amount of {$330.00} to the Servicer from XX/XX/XXXX to XX/XX/XXXX and XX/XX/XXXX. My circumstances had been continuously impacted by the Pandemic and therefore required Forbearance extensions. 

I have been timely regarding Forbearance submissions and they are as follows : ( On XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX ) for weeks I have been hospitalized due to XXXX related symptoms and therefore could not apply for an extension of the Covid-19 Forbearance for XX/XX/XXXX. Although my XX/XX/XXXX Forbearance submission should have provided a 3-month extension until XX/XX/XXXX. On XX/XX/XXXX, I spoke to a Rushmore Loan Management Services Agent, XXXX regarding my account, inability to extend my forbearance, inability to complete an application that was not legible, willingness to stay in my home, and my hospital stay due to the XXXX. XXXX stated : my account was already in the process of Forbearance, I was not required to complete a Loss Mitigation application at this time, he went over workout options/programs within NYS, and advised me to contact the Servicer on XX/XX/XXXX to confirm the Forbearance extension. 

However, the notices dated XX/XX/XXXX, and XX/XX/XXXX, do not reflect any Forbearances and/or workouts as indicated by Rushmore Loan Management Services XXXX XXXX XXXX on XX/XX/XXXX. In addition, the XX/XX/XXXX notice provided a Covid-19 Declaration to sign and date. On XX/XX/XXXX, I emailed the Servicer a completed Mortgagors Declaration of Covid-19 Related Hardship and I understand the Declaration does not expire. The Declarations remain in place until the state of New York lifts the regulation as it pertains to the Pandemic. 


I am in receipt of the following notices forwarded by the Servicer Rushmore Loan Management Services forwarded the following dated notices : XXXX. XX/XX/XXXX, a notice indicating the current Forbearance would be ending in the next 30 days, and at the end of the forbearance plan, all outstanding payments would become due. The letter offered additional payment assistance options. 

XXXX. XX/XX/XXXX, a notice providing potential assistance options. 

XXXX. XX/XX/XXXX, a notice acknowledging receipt of a completed Home Retention Package on XX/XX/XXXX, XXXXand that the Servicer will provide a written determination in 30 days. The Servicer provided additional options available. 

XXXX. XX/XX/XXXX, a notice of denial for the Forbearance Plan. 

XXXX. XX/XX/XXXX, a notice of approval for the Forbearance Plan. The plan was for 6 months beginning XX/XX/XXXX. The notice provides additional information providing the terms and the position of the Servicer during the Forbearance Plan period. 

XXXX. XX/XX/XXXX, a notice indicating the current Forbearance would be ending in the next 30 days and at the end of the forbearance plan, all outstanding payments would become due. The letter offered additional payment assistance options. 

XXXX. XX/XX/XXXX, a notice acknowledging receipt of a completed Home Retention Package on XX/XX/XXXX, and that the Servicer will provide a written determination in 30 days. The Servicer provided additional options available. 

XXXX. XX/XX/XXXX, a notice of approval for the Forbearance Plan. The plan was for 9 months beginning XX/XX/XXXX. The notice provides additional information providing the terms and the position of the Servicer during the Forbearance Plan period. The Forbearance would end XX/XX/XXXX according to the notice. 

XXXX. XXXX -- - XXXX was a notice that was impacted by rain whereas documents were stuck together and content was difficult to read. However, it stated at the end of 30 days something about all payments due.?? and a modification application was provided XXXX. XX/XX/XXXX, a notice indicating Important Mortgage Notice Interest Rate and Mortgage Payment Changes 11. XX/XX/XXXX notice indicating escrow shortage of {$2500.00} and loan in past due 12. XX/XX/XXXX Notice of Default and at Risk of Losing My Home attachment included Mortgagors Declaration of Covid-19 Related Hardship to be signed and dated Currently, my total amount owed to the Servicer is {$3300.00} in which I can not substantiate at this time. I have been provided confusing information from the Servicer. The XXXX notices do not entail any long-term solutions. Rushmore Loan Management Services, XXXX indicated forbearance was in processing and should be finalized by XX/XX/XXXX. In addition, XXXX stated I did not have to complete a modification application at this time. 

On XX/XX/XXXX, I emailed the Servicer a completed copy of the Covid-19 Declaration however the Servicers XX/XX/XXXX notice provided an additional, but the same form. On XX/XX/XXXX, I emailed the Servicer completed copies of the declaration from XX/XX/XXXX, and XX/XX/XXXX. 

I do not have any documentation to support the income necessary for any workout programs at this present time considering my circumstances. A denial of a modification in conjunction with an oddly low appraisal from XXXX XXXX will result in Foreclosure from the Servicer. Since Im just being released from the hospital, I am seeking fair treatment and due diligence an extension of Forbearance and/or time to get on my feet is necessary during these unprecedented times. 

PLEASE DO NOT SEND ANY PAYMENT HISTORY INFORMATION AND ANY OF THE DOCUMENTS I HAVE ALREADY RECEIVED.

Company response to consumer: Closed with explanation