Consumer complaint received 2022-12-07
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: CA
Product: Mortgage
Sub-product: VA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage

Complaint:
My husband is a Veteran and we entered a XXXX related forbearance program with our mortgage company, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX we began the loan modification process with XXXX XXXX. Many delays were experienced with the company given excuse being that they were very backlogged. In XX/XX/XXXX an offer was presented and accepted for a VA XXXX XXXX. On XX/XX/XXXX my husband and I signed all the loan modification documents with the notary provided by XXXX XXXX XXXX XXXX documented receiving the documents the next day. The loan modification started XX/XX/XXXX with the new APR and payment amount. Because the account had not been updated via the online portal, I had to call by telephone to pay the mortgage payment. I called XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to make my payment. I inquired each phone call when the account would be updated so that I would not need to call. The same excuse " backlogged '' was given. In XXXX a letter was sent informing the mortgage had been sold to Rushmore Loan Services, and payments after XX/XX/XXXX should be made to them. The letter stated all current loan terms will transfer. We began receiving letters of serious delinquency and that we must contact them to address the past due balance. I contacted XXXX XXXX and Rushmore on XX/XX/XXXX and asked why I was receiving these letters. XXXX provided my signed loan modification documents to send to Rushmore, claiming there is no reason they should be showing out of date information. I immediately sent those documents to Rushmore. Subsequently I mailed my XX/XX/XXXX payment to RushmorXXXX with the documents explaining why I was paying a different amount. Rushmore cashed the check with no issue. I did the same for XX/XX/XXXX and the check was returned because they were unable to accept payments on the account. Between XXXX and through today the actions being taken by Rushmore to remedy this situation have been : XXXX ) They attempted to do another VA XXXX XXXX that was denied because it has now been too long and the amount past due shows to high. XXXX ) They have attempted to get original documents from XXXX XXXX and understand why this is not complete. The information collected by them has been that XXXX XXXX did not have the documents notarized and turned into the State/County (? ) within the 60 day time period required. The documents were received XX/XX/XXXX and XXXX sold the account XX/XX/XXXX. XXXX ) Rushmore is again trying a new loan modification to try and resolve the issue, but I have received no update in regards to that. Additionally unless it is the same APR and payment, I do not understand why we would accept that. Our forbearance officially ended XX/XX/XXXX which means that Rushmore Loan Services is now reporting to the credit bureaus as if we are past due on payments. Additionally, Rushmore will not accept any regular mortgage payments on our account, only payments to the past due balance. As of XX/XX/XXXX there has been absolutely no resolve to this issue. There is no reason our mortgage loan or credit reporting should be suffering as a result of Freedom Mortgage 's negligence. I feel very helpless between these XXXX companies, neither wanting to take the responsibility to correct the problem and we are left with our credit deteriorating as a result. We welcome and appreciate any help we can receive.

Company response to consumer: Closed with explanation