Consumer complaint received 2022-05-02
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NH
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
Our problem is with Rushmore Loan Management who just took over our loan about a month ago and have immediately scheduled a foreclosure sale for XX/XX/XXXX. We bought our home in XXXX, NH with a mortgage loan from XXXX XXXX about 15 years ago. My husband, brother and XXXX grandkids live here with us. We went through major medical and health issues a few years ago and began struggling with our mortgage payment. When we started to get back on our feet XXXX XXXX hit our family and my husband had to take a leave of absence from his job. We reached out to XXXX to see if we get help from any of the government forbearance programs or talk about modification but they said they could only help us if we paid back all of the late payments at once. Over the last year our financial situation has stabilized and we are in a good place and able to make a fair monthly mortgage payment. We recently found out that our loan had been transferred to RushmorXXXX. Shortly after that we found that they had scheduled a sale date. Isn't there supposed to be some type of grace period when your loan transfers from the original lender XXXX XXXX to a different company? We have called Rushmore several times to see what is going on and if there are any programs that could help us and they are very vague and tell us maybe. We have never been reviewed or considered for any Covid 19 forbearance or relief programs. We have never been reviewed or considered for any modification or restructure programs. Isn't Rushmore supposed to see what our current financial situation is like to see if this can be fixed?? it seems like they take over the loan and then set up an auction. We tried to look up Rushmore and it does not appear that they are licensed to service loans in the State of New Hampshire. It also says on their website that if your family has been impacted by Covid that they will help to put you into government CARES programs or other options. 

These problems with the mortgage were beyond our control. A few years ago my mother in law became very ill and had to come stay with us for full time care. As this became more difficult my husband XXXX had to reduce his hours at XXXX to help out. Then he injured his back and began suffering from XXXX and this reduced his hours even more and we fell behind on the mortgage payments. My mother passed away, and just as he was getting healthy and back on a regular work schedule XXXX XXXX XXXX It was a serious situation and I was in the hospital for almost XXXX months. The doctors gave strict instructions that if I was released to home I would need a lot of help as well as many follow up appointments. By this time Covid had forced the grandkids to stay home and XXXX had to balance caring for me and homeschooling the grandkids and had to take a leave of absence from XXXX. We were in a very bad financial place at that time. That's when we reached out to XXXX XXXX a few months later to see if they would help us with any of the government Covid programs or loan modification but they told us there was nothing and that the only way to fix this was to pay back all the late payments. 

In the last year things have changed quite a bit. I am healthy and the grandkids are back in school. XXXX is back full time at XXXX and my brother is regularly paying rent to us each month. XXXX  of my grandkids now receive child support from their father and that money goes to us since they live with us. Also my other daughter pays for all the groceries in the household since her son lives with us. I also receive XXXX each month. We now have the resources to make a fair monthly mortgage payment and fix this problem with Rushmore, but it seems like they are more interested in taking our home, which has a lot of equity. My husband and I have lived in this neighborhood for over 30 years and this is home and sanctuary to all six of us and we do not want to lose everything.

Company response to consumer: Closed with explanation