Consumer complaint received 2022-05-31
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: OH
Product: Mortgage
Sub-product: FHA mortgage
Issue: Struggling to pay mortgage

Complaint:
In XXXX of XXXX, I lost my job. I got another position with the same company which I started in XX/XX/XXXX. While I was off, I still paid my mortgage even though it was a struggle. I eventually had to ask for assistance, so I think I got a forbearance. I don't remember when though. I do remember I my mortgage jumped from like {$480.00} to {$680.00} in like XXXX or XXXX of XXXX. I could not afford that and I didn't understand why. I got several responses, but I can't tell you which one was true, but one of the responses was that I had an ARM. That didn't make sense because my loan was an FHA and I always had a fixed payment. I would never agree to an ARM nor has anyone told me that my loan was switching. I applied for a modification... twice. Again, I received misinformation about the documents that were needed compared to what I sent in. One person stated I had everything then another said I didn't. One person stated that I didn't sign a document, but that document clearly did not state it needed to be signed. I was then advised that they are working on adding that, but it still needs to be signed. I signed and sent back in. The first modification timed out due to all the back and forth as well as misinformation. I paid my mortgage even though it was a struggle and I was falling behind on other stuff. They had me reapply and I had to send everything back in since the documents were past the 60 or 90 days. I called to make sure they received everything, then called a few other times for a status update since no one reached out to me during this process. I had no direct person to reach out to if I had any questions, so I was at the mercy of whoever answered the phone. When I found out my modification payment amount was, I clearly stated I could not afford that amount. The amount was {$610.00} which was about {$60.00} less than the increased amount and about {$150.00} more than what I was originally paying before the increase. I was told once I finished the modification payments, then my payment could decrease or stay the same. Still, I have not spoken to anyone in the workout department. I started my modification payment in XXXX I believe and my last payment was in XXXX which meant the modified amount would be due in XXXX. I called XXXX XXXX to check the status and they told me that I should be receiving documentation shortly and they may not require a payment in XXXX since they were still working on finalizing the modification, but to be prepared to make the payment even though I didn't know what it was. I received the paperwork on XX/XX/XXXX I believe that stated that my new payment amount would be {$400.00}, but for XXXX {$610.00} is due to cover the escrow shortage. I had no idea what the escrow shortage was, but they wanted me to have everything signed, notarized and sent back to them I believe by XX/XX/XXXX. I read the document in it's entirety to make sure it didn't have anything in there about an ARM or anything out of the ordinary. I again stated the payment was still too high, but nothing was done. Since I was struggling to keep up with payments on everything, but I had to make my sons tuition payment, I made my payment late in XXXX. I don't have to talk about the inflation we are dealing with and it's affecting everyone. I did call and she stated it was fine and it would be {$610.00}. At that time I tried to make a partial payment at least, but she said to wait until I had to full payment. The website does not allow you to make a partial payment and only a full payment. I call towards the end of XXXX to make the payment and the rep stated I only owed like {$190.00}. He stated what probably happened was that I had a surplus and it was put in some type of account as a credit. He stated that if I made the full payment it would go as a principal reduction only and not towards next months payment. A blessing in disguise I thought since I really needed to pay my gas, electricity, water and sewer bills and they have been extremely high for no reason. So I did just that, paid the {$190.00} on my mortgage then I took what was left and paid outstanding utility bills. A few days later I get a call stating I owe a balance. When I explained the last conversation of what happened, I was just told I was misinformed and I still owe. I asked to be transferred which I was and they found out that when I called they were making updates on my account which made it appear the {$190.00} was all that was owed. She was able to fix the arrearages since it was a timing issue. So for XXXX, I owed {$400.00} as a regular monthly payment and {$210.00} in the escrow shortage. I asked if I can just pay extra towards the shortage since I know I would still owe it, thinking it was only {$210.00} and I am not killing myself in one month trying to pay it since I knew I had a lot of extra stuff coming up that needed to be paid for my son. She said yes. In XXXX, my payment was the same {$610.00}. I was confused because I was told I could pay extra towards that. I would have called sooner, but I have literally been sick most of XXXX and I just finished my last antibiotic. So I try to make a payment online for the principal and interest and of course I can't. I call at XXXX and speak to someone who has to transfer me. I was on hold for quite some time that I had to request a call back since I was at work and couldn't hold the phone. I never received a call back. I called when I got off work about XXXX. I was on hold for awhile but got through to an agent. I was basically told my payment is {$610.00} and will increase to {$640.00} in XXXX. I told him I have not received anything on this increase and this modification really isn't helping me any. He understood how I could have interpret the modification documents how I did, but my payment is {$610.00} and that he would resend my escrow statement. He was trying to get someone from work out on the line which he eventually did. They stated what happened was that an escrow analysis was ran XX/XX/XXXX which is causing the increase in my payment and that the only option I have is to see if I can get assistance from XXXX in my county for exemption from my taxes. I am not elderly or XXXX so I don't qualify. He stated that nothing can be done since I signed the modification documents and agreed to the terms, but I don't understand if running an escrow analysis is required for a modification, why would they do it after they finalized the modification. I would think you would have that done before hand so there are no surprises. I said those terms were on false pretenses. If at anytime I could have objected to the payment to make it lower ( which I did several times ) I would have done that. No one I spoke to transferred me to a workout agent when I would call with the issue in the payment. I honestly did not know what was causing my payment to be so high, but I was just told that my payment was under {$500.00} before because my interest rate was 4 % and now it's 5.25 %. Had I had known that, I would have asked for a lower interest rate, but now he is saying it's too late to change. I feel like this is not my fault, but I am being penalized and stressed out over miscommunication and errors. I don't understand why no one refereed me to workout instead of trying to answer my questions when they were not qualified to do so. The only thing he said he could do was spread the escrow out and in XXXX I will pay {$630.00} instead of {$640.00}. I told him that is not helping me with anything. He asked if I had a reduction in income then I could possibly resubmit for a lower payment. I have not, and only received a small raise. Nothing to even make a difference in my paycheck. All I want is my payment to be no more than {$500.00}. When he asked me what I was comfortable paying, I gave him that amount, but nothing can be done since the docs have been signed. The fact that the rep told me to still make the payment even if I haven't sent in the documents is a sign that I should not have been dealing with collections but work out. This company needs to make sure that anyone is in a workout program, speaks to someone on the work out team only. The work out team are the ones knowledgeable about what can and can not be done. This whole issue could have been eliminated even if I had a contact for someone on the workout team. I understand there are staffing issues and it's everywhere, but these mistakes are causing pain and frustration. Even if the process takes a little longer than expected, it's better than rushing and making tons of costly errors.

Company response to consumer: Closed with explanation