Consumer complaint received 2016-07-06
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: CA
Product: Mortgage
Sub-product: Conventional fixed mortgage
Issue: Loan modification,collection,foreclosure

Complaint:
We were notified XX/XX/2016, that our current mortgage loan servicer, XXXX Mortgage XXXX was TRANSFERRING our loan to Rushmore Loan Management Services ( XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, CA. XXXX ) as of XXXX XXXX, 2016. 

XX/XX/2016, I attempted to log onto the Rushmore website and create an account. This way I could send backup documentation directly to their loss mitigation portal, in regards to our transferred loan modification ( pending ) package. I was DENIED access to the site for some sort of maintenance reason. I then personally called Rushmore Loan Management Services and spoke DIRECTLY to our " Point of Contact '', XXXX XXXX XXXX. I explained to him that I was a newly transferred customer to Rushmore ( from XXXX Mortgage ) and was calling to make sure that he had received ALL my loan modification requested paperwork, which he CONFIRMED. He also had questions about some of the documents, so he told me that I would have to start the whole loan modification package/paperwork over, this time with Rushmore. I told him that I had already sent around XXXX separate loan mod packages previously to XXXX XXXX XXXX, and that he confirmed that Rushmore had, in fact, received the documents. He insisted on sending me out another Loan Modification package from Rushmore Loan Management Services LLC ... which I received via XXXX, on XXXX XXXX, 2016. 
I complied with all the terms of that XXXX loan modification package and sent Rushmore Loan Management Services LLC ALL REQUIRED DOCUMENTATION via email on XXXX/XXXX/16 XXXX XXXX/XXXX/2016. ( ALL pages were confirmed as received to XXXX 's loss mitigation dept email address that they gave me @ XXXXXXXXXXXX, as well as email copies to XXXX XXXX XXXX and XXXX XXXX XXXX. ). 
I also sent out a XXXX COPY of all the loan documents to the address listed on the Rushmore Loan Management Services packages - sent CERTIFIED MAIL, RETURN RECEIPT REQUESTED ( USPS Tracking # : XXXX XXXX XXXX XXXX XXXX XXXX ). I received signed PROOF from USPS that Rushmore Loan Management Services, did in fact receive all documents and signed for them on XXXX XXXX, 2016. This would have been the THIRD TIME that Rushmore Loan Management Services has received our loan modification request, application and supporting documents. 
As of today, I contacted Rushmore Loan Management Services LLC, to return a call from XXXX XXXX XXXX, our " point of contact '' at Rushmore. In his message, he only left his name and call back phone number with no message. I called XXXX at XXXX this afternoon on XXXX XXXX, 2016 to call and confirm that XXXX XXXX XXXX had in fact received our loan modification application and to ask if he needed anything further. The Customer Rep could not get a hold of our Loan Point of Contact, XXXX XXXX XXXX so I spoke directly to XXXX XXXX, his direct supervisor. I had just found out during that phone call that the XXXX sale of XXXX XXXX, 2016 had not yet been delayed, even after I personally sent them no less that two separate emails asking XXXX XXXX XXXX to temporarily postpone the sale, as I had a PENDING AND ACTIVE LOAN MODIFICATION APPLICATION BEING REVIEWED BY RUSHMORE LOAN MANAGEMENT SERVICES LLC AS LATE AS XXXX/XXXX/16. RUSHMORE REFUSED TO STOP THE PENDING FORECLOSURE SALE, EVEN AFTER I TOLD XXXX XXXX AT XXXX THAT IT WAS AN ILLEGAL FORECLOSURE, AND THEY WERE VIOLATING OUR CALIFORNIA HOMEOWNER BILL OF RIGHTS. XXXX XXXX noted to me that he did not have the " AUTHORITY " to postpone the sale tomorrow, even though it was violating our rights, XXXX that he would simply " Notate my file ''. He stated that only the INVESTOR could postpone the sale. XXXX XXXX XXXX, Rushmore Loan Management Services LLC XXXX XXXX XXXX XXXX have conspired to ILLEGALLY FORECLOSE ON MY HOME TOMORROW!!!!!!!!

Company response to consumer: Closed with explanation