Consumer complaint received 2022-10-28
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: MT
Product: Debt collection
Sub-product: Mortgage debt
Issue: Written notification about debt
Sub-issue: Didn't receive notice of right to dispute

Complaint:
My parent 's house is currently in a foreclosure battle with Rushmore XXXX Services. 
Their contact information is at follows : XXXX XXXX XXXX XXXX XXXX, CA XXXX www.rushmorelm.com ( XXXX ) XXXX My parents loan is owned by XXXX XXXX XXXX XXXX XXXX not in its individual capacity but solely as trustee for the XXXX XXXX XXXX XXXX XXXX is the current owneXXXX of the loan. The address of the owner of the loan is as follows : XXXX XXXX XXXX XXXX XXXX MN XXXX The auction date of my parents ' home is scheduled for XX/XX/XXXX so the timeless of their response, is of most importance. I was not made privy to any of this information until XXXX XXXX. 

I have requested that emails be sent over I correspondence about what has still be needed and although that email was promised to be sent over to us by last Friday XX/XX/XXXX no email was ever submitted. The full completion of the packet after numerous emails and phone calls with them was sent over with all verbally requested items on Thursday XX/XX/XXXX. I called them on the XX/XX/XXXX to confirm that they received the packet via email. They said that they had received the email that day and were processing and uploading the application that day. I as told to call back on Monday XX/XX/XXXX. I called on Monday XXXX and was told the application was " just received that day and that it was still processing and to call back no later than Wednesday XXXX. '' I called back on Wednesday XXXX and was told that there were still missing documents that were never cited before bank statements for 4 months to date ( the application calls for 3 and for the current month, which is also not cited, as well as a copy of my mother 's XXXX which they already had in their possession as it was in the copy of her tax return sent. I was then told that although, these materials were still needed they they had closed the application because of a time restraint on the application process and I had to send over an entirely new application. 

We never received the promised email nor a letter stating any of the missing elements still needed and were never told in any of the multiple conversations that if past a certain window of time an entirely new application would need to be filed. The refiling is ludicrous because all of the information is in their possession. My father is XXXX and does not have the XXXX  XXXX to gather this information, fill out the paper to do this filing or to pay for the printing and posting cost. If I were not here to assist in the process, my parents without a doubt would have lost their home. 

Rushmore has been made aware of his XXXX  and still have not taken his XXXX XXXX into consideration I refiled the application late Wednesday XXXX evening and overnight shipped by parent 's tax returns to Rushmore on XXXX. I received a direct email from a Rushmore employee today letting us know that XXXX XXXX  is currently the owner of the loan and that the application had been received. XXXX XXXX had previously been the company who owned the loan. This email was not sent until after, I had informed that I would be filing a written complaint with the CFPB and that I was requested a non automated email back from them acknowledging that that application had been received. 

I have worked for banks and in social justice for the past 20 years. Negligence in this type of mortgage matter especially when dealing with the XXXX and those with XXXX is an invasion of civil rights. I understand that this is " standard procedure, '' but it feels like a lot of smoke and mirrors and/or an extreme lack of communication between the departments receiving, underwriting and customer service. 

My parents are XXXX XXXX XXXX and have been living in this home since 1993. The thought of them having to sell their belongings and leave their home because of financial strife in the pandemic and not having the capacity to file these applications in a timely manner is heartbreaking - inhuman and unjust.

Company response to consumer: Closed with explanation