Consumer complaint received 2021-01-04
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: IL
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
XXXX  insurance Claim # XXXX Rushmore Loan Management Services LLC - Loan # XXXX Phone # XXXX On XX/XX/XXXX I suffered a damage to my roof. I called my insurance company to report the damage and the came over to get an estimate for the repairs. The insurance company sent a check of {$980.00} ( With mortgage company as additional insured named on the check. The estimate for repairs was over {$6000.00}. This was due to the fact that I had unknowingly been slapped with a higher deductible. 
As the usual practice, I called my mortgage company for directions on how to proceed with the check. I was told that due to the small amount, I should just sent the check in for them to endorse and send it to me. I sent the check to them. After over 3 months, i called them inquiring about the check and they told me that they had sent it back to me for endorsement. Ultimately the check got lost somewhere during the back and forth and was never received. 
I personally paid for the XX/XX/XXXXto prevent water from coming into the home and that cost me {$1900.00}. I couldnt find anymore money to fix the roof at that time. In XXXX of XXXX, I pulled my own permit from the city and I informed the mortgage company that a family member was going to assist repair the roof because I couldnt afford any of the contractors. 
The job was completed and I sent all paperwork and receipts to the insurance company. 
The insurance company came to do their inspections and approved all payments due They sent me 3 checks {$980.00} - roof ( original check that went missing through mortgage company {$1900.00} -XX/XX/XXXX {$2500.00} -XX/XX/XXXX + depreciation Since they still had Mortgage company name on the check, I signed mailed all 3 checks to Mortgage company. Prior to mailing, I called again for specific instructions and address. I explained to the loss draft representative that, I could not afford a contractor so a family member did the job and I had a paid receipt and roof inspected by insurance company. He told me all I needed to send them were 1. the check ( endorsed ) 2. Paid receipt 3. Insurance estimate I did exactly that. After 3 weeks and not hearing anything, I called the mortgage company to inquire about the checks. they told me they had to inspect the property before payment. 
Someone called to schedule the inspection and that was also completed After about 10 days I called again and I was told they had not received the inspection. I insisted speaking to a supervisor, the Rep put me on a long hold and then finally came to tell me that they had found the inspection report So I asked when I get my checks. Then she started giving me excuses. I was getting very frustrated because this is exactly what they did the first time and then lost the check. 
The lady told me they needed to verify from the person who did the job that its paid in full before they release the check. 
She took the phone number from me and called. she came back to tell me the number was disconnected. That was not true so I insisted I did a 3 way call. I did that and she verified there was nothing else owed. 
Then she said yet still they will not send the check until I go through the packet and guidelines This mortgage company wants to take the money I need your assistance to collect this money. Money that I have paid to fix the roof and money the insurance has fully paid

Company response to consumer: Closed with explanation