Consumer complaint received 2019-12-18
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: FL
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Struggling to pay mortgage

Complaint:
In XX/XX/XXXX, my mtg was sold or taken over by Rushmore Loans. This XXXX is also my first time being late on a mtg payment since XX/XX/XXXX. I called Rushmore when I knew that I would be behind like this to inform and to find out my options. In XXXX, just 30 days later, I received the notice of intent to foreclose. During this phone call to Rushmore, I  spoke with what seemed like the rudest more stoic person that i could ever speak to. There were several issues that I had to address with the hardship that led to my missing a mtg payment. In 5 years I havent been one month late with my mortgage. I fell into personal and medical hardship ironically right before my mtg was sold to Rushmore. My first payment was due XX/XX/XXXX and this was the first late payment as I stated in years. I called to discuss as well as to inform that letters of intent to foreclose was being sent to my physically abusive ex-husband that he signed a quit claim deed, filed with the county in XX/XX/XXXX ; which was done YEARS BEFORE Rushmore acquired my mortgage. In discussing this issue with Rushmore, I became extremely emotional as I had to relive years of abuse in my explanation to Rushmore ; that I even got abused to get that quit claim deed signed. How about this female at Rushmore told me to stop crying, that Rushmore has every right to send him notifications of their intent to foreclose and stop crying long enough to give her the banking information to get payment. I felt like I was being abused all over again and that I was pressured and strong armed into making a payment plan that I subsequently could not keep. Rushmore told me if I wanted his name off that I had to resubmit my request in writing and send in proof ; other than that they would continue to send him notifications. I was notified in writing the terms that my loan had before Rushmore obtained it would be honored and I tried to ask what that meant because a lot of terms were not kept. I'm not sure what the answer was from Rushmore. Also, I filed for Ch XXXX bankruptcy in XX/XX/XXXX. This property which is my primary residence was included in that filing. I dont believe that Rushmore honored that discharge as well as all of their conversation is about collecting a debt. I did receive a modification packet. However ; according to Rushmore ; I am not allowed to ask any questions about my options or even this option, I just have to fill out the packet and send it back. There is a point of contact listed on this packet, same contact I was given two months ago. Seven phone calls and five voicemail messages later, my point of contact has yet to call me. How do I complete this paperwork and I have questions if Rushmore REFUSES to answer them? Feels like another strongarm tactic. Meanwhile, the foreclosure process continues for my home. I hope I was careful not to disclose any of my personal information in this description as I noticed when I read the comments from Rushmore on the XX/XX/XXXX complaints, this company has the most displayed the condescending and none caring tone and attitude that lacks any empathy or understanding. I have a strong fear of retaliation due to my complaint about their non-ethical actionsafter all ... they have the power to take my home. Rushmore either wants  their money or your home. There is no room for hardship with this company and rules dont apply to them. These are people 's homes ... not a car, or furniture ... its my home. Yes I have little ones and want to keep my home.

Company response to consumer: Closed with explanation