Consumer complaint received 2021-12-30
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
I applied for and receive a COVID-19 Forbearance loan to extend my mortgage payment for the 3 months. After it was coming close to the end, I resubmitted a forbearance loan application to get an extension. I was told that I would hear from someone in 30 days. When I called XXXX on XXXX @ XXXX to get a status of my loan application I was told that they could not talk to me that I had to get an attorney because the file was with litigation and no one would talk to me and tell me why or anything they couldn't give me any status whatsoever on it I called back later hoping to get someone different and I was told the same thing finally I did speak to someone and he gave me a phone number to their law department that was handling is this file when I spoke to the lady in the law department I was told that she didn't know what the problem was because she was not holding that file I called back to tell them what I was told and they still told me they couldn't talk to me so I don't know what's going on with my property or anything for over 4 months. I called again on XX/XX/XXXX @ XXXX XXXX  I haven't heard from anyone to. I will include my notes from this entire conversation. 

This is a complete copy of notes taken by me while trying to communicate on both of my loans with Rushmore Rushmore XXXX spoke to her XX/XX/XXXX resubmitting forbearance on XXXX for 90 days submitting one for XXXX XXXX should hear from you all by Tuesday and should call back in Spoke to XXXX and she is stating that for XXXX  because it was requested until after XXXX will application require a full application but no one mentioned The covid released to me from Rushmore It wasn't until I spoke with XXXX XXXX concerning another property and I was having problems paying in XXXX that they told me about the Covid relief And that's why I was able to ask about it at Rushmore and I was told that they should have Did that instead of giving me a modification but now I'm stuck with trying to get this modification but in the meanwhile there's paperwork I must send in to get an extension on the modification for the property on XXXX because since then XXXX XXXX have transferred that loan to rush more as well. I also need to send some updated papers to Rushmore concerning my home property loan and I will get up in the morning and make sure I take care of this with the help of XXXX I will get this paperwork out tomorrow. 


Spoke to XXXX on XX/XX/XXXX at XXXXXXXX XXXX. She stated that the property at XXXX XXXX XXXX they need had everything they needed and that they were just waiting for a decision but she is saying that the property at XXXX XXXX XXXX that they need my XXXX income tax before they can proceed Spoke XXXX ID # XXXX on XX/XX/XXXX @ XXXX and she stated there are still documents needed that XXXX didn't mention on my last phone conversation in XX/XX/XXXX and that these documents were NEEDED since XX/XX/XXXX so she is sending me a copy of what is still. 
Single point of contact XXXX XXXX Will exculpate it Covid team as well as my single point of contact to review this file and for me to call back within 48 hours which is Friday to see what is going on or to get an update follow up on Friday. 


Spoke to XXXX on XX/XX/XXXX @ XXXX need XXXX and XXXX of checking account. 


Spoke to XXXX on XX/XX/XXXX @ XXXX XXXX. Acct # XXXX XXXX  XXXX XXXX Acct XXXX XXXX XXXX XXXX XXXX Application bank income for month Bank statement award letter from social security Spoke XXXX on XX/XX/XXXX @ XXXX she said I need to send the latest two bank statement and I can just change the date on the documents application from the loan for the house and just email both sets the papers to the Lost litigations department Spoke to XXXX on XX/XX/XXXX @ XXXX to get an update on the status of my application for an extension on my forbearance loan and she told me that they have put one property in litigation and she couldn't talk about it and the other property was on XXXX modification rather than an extension for the forbearance extension and I asked her why I had not given any information about this until today when the information that I have been sending in for was the information that was requested from me for me to get an extension on my covid forbearance loan which was being done through the covid team and it meanwhile she says that apparently I was asking too many questions and she was rushing me off of the phone so she's going to reach out to XXXX XXXX XXXX which is supposed to be my account specialist she will send him an email because she doesn't have a number where I can reach out to him directly and ask him to give me a call and maybe he can explain to me better what was going on in the meanwhile I was still asking questions and apparently she no longer wanted to talk any about any of the information I was requesting she kept reading stuff about loan modifications and repayments and short sales and deed and luau and I explained to her that I didn't want any of those things I was trying to do my covid extension and I have been cooperating and sending in the information that was requested by me so now I'm waiting to hear from this account specialist. She kept putting me on hold and then coming back but she was being very vague with any questions that I asked and the call continued until XXXX and that's when she abruptly hung up Call on XX/XX/XXXX @ XXXX and it stated that the office was closed and they had just tried to call me about 30 minutes earlier and I was driving so I called as soon as I got home this have happened to me several times but they never tell me what the office hours are on the recording Called on XX/XX/XXXX @ XXXX and spoke to XXXX we first spoke about the XXXX property he gave me 3 fax # to reach out on the status of this account FAX # XXXX XXXX XXXX HUD XXXX XXXX XXXX XXXX XXXX AS OF TODAY DATE THEY'RE NOT GIVING OR MODIFICATION OR COVID FORBEARANCE EXTENSION FORBEARANCE COVID WILL CANCEL OUT Return call to XXXX and his supervisor XXXX when I got home out of the and never tell what the office hours are so you can know when they're called back Spoke to XXXX on XX/XX/XXXX @ XXXX along with XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX Call the attorney given to me by XXXX to get information about my account. Spoke to XXXX. This is the first time anyone have given me information about this account since XXXX prior to that XXXX not foreclosure Voicemail from XXXX on XX/XX/XXXX at XXXX a.m. stated that they have received the full package and they was going to put in for a modification Spoke to Legal Aide Attorney XXXX XXXX XXXX XXXX XXXX XXXX XXXX ATTORNEY LISTED IRA XXXX XXXX CASE # XXXX DOCKET # XXXX XXXX XXXXXXXX XXXX {$17000.00} + {$350.00} Docket # XXXX {$3500.00} XXXX XXXX Documents # XXXX XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX BANKRUPTCY HELP DESK XXXX XXXX XXXX  Called Rushmore on XX/XX/XXXX @ XXXX right after they called me when I was driving and I called them back as soon as I got home and they said the office was closed Call Rushmore again on XXXX the XXXX 5 minutes after they called me I returned their call and they saying the office is closed and they had just called me 5 minutes ago. Will try to call them again on Monday XXXX XXXX XXXX on XX/XX/XXXX @ XXXX and stated that they are proceeding with foreclosure. I asked him to hold for 1 minute and he hung up so I'm going to try to call back again I don't know if the call got disconnected or what. 


Spoke to XXXX at XXXX XXXX. on XX/XX/XXXX he said that litigation would be contacting me again about the property at XXXX and XXXX apparently with some mistake made and it shouldn't have been on hold and they wasn't allowing me to do anything with it and he also said he going to send me a new package so that I can apply for a modification because the only reason why they turned it down was lack of income and he will show that I do say that I do have other income from income property once they allow me to talk about that other piece of property so he said I should get it within the next 10 to 15 days. 

To date I haven't heard from anyone from Rushmore. As I stated earlier I received two applications yesterday one for each account but I really don't know what to do because like I stated I'm waiting for a phone call that I haven't gotten yet and I have submitted these application several times in the past and I still end up with the same results I'm just trying to save my home and my property that's helping me pay for my home. I'm a XXXX XXXX and due to the covid I have lost a lot of income and I did reach out for the covid forbearance which I was given the first time but after 3 months I was told to resubmit and that's when I start getting the runaround please help me

Company response to consumer: Closed with explanation