Consumer complaint received 2021-07-29
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC (CA)

I currently have three loans with Rushmore Loan Management Services for investment properties that are all located in XXXX XXXX, Utah. I had filed for assistance in XXXX for assistance due to my financial impact directly related to COVID-19. These filings are evidenced in the emails received on XX/XX/XXXX. While they dont cite the loan number specifically, I have included all three emails showing the unique time received on each one. 

XXXX XXXX is a town that is almost entirely dependent on tourism dollars that are generated by skiing, spring concerts, outdoor events, XXXX XXXX XXXX, and mountain biking. The three properties that I own are all dependent on tourist bookings attending these events. 

When the early stages of the COVID pandemic hit I saw an immediate drop or cancellation in bookings at all three properties. Relative to the activities within XXXX XXXX ; XXXX XXXX XXXX XXXX and XXXX  XXXX XXXX suspected operations in the first week of XXXX for the remainder of the season. 
On XX/XX/XXXX, XXXX County issued a ban on all dine-in service at restaurants On XX/XX/XXXX, all ski resorts reported that they would close for the remainder of the season. 
On XX/XX/XXXX, XXXX County banned gatherings of more than 10 people. 
On XX/XX/XXXX, XXXX County issued stay at home order and asked visitors to leave as soon as possible. 
On XX/XX/XXXX, XXXX XXXX suspended most most all public transportation. 
On XX/XX/XXXX, XXXX XXXX XXXX XXXX furloughed XXXX employees. 
On XX/XX/XXXX, the XXXX of Utah, which spends two days in XXXX XXXX, was cancelled. 
On XX/XX/XXXX, the XXXX XXXX Sunday Market was cancelled for the season. 
On XX/XX/XXXX, the Deer XXXX XXXX announced the cancellation of its XXXX XXXX series. 

These are all key events for the XXXX XXXX economy and primary draws for bringing tourism to town. The concerns over COVID and the cancellation of events had a dramatic impact on my income for the XXXX XXXX. 

However, even in the face of major cancellations, I went ahead and made a payment for the XXXX period, which posted on XX/XX/XXXX. 

Once the broader impacts of COVID were being realized, there was widespread talk of COVID relief programs. As I was already seeing cancelations, I was in contact with Rushmore on what they would be offering with respect to relief. In the face of a developing situation and no official COVID assistance program with Rushmore, I was advised that Rushmore would not be assessing late payment penalties or reporting late payments to credit agencies in the interim. I still managed to make my XXXX payment on XX/XX/XXXX. 

I then went ahead and filed for COVID-19 assistance through the Rushmore website on XX/XX/XXXX. I did a filing for each of my loans on file with Rushmore and received email confirmations of the filing and that Rushmore would respond in 10-business days. Ive attached copies of those emails. 

On XX/XX/XXXX I placed a call to Rushmore to discuss the status of my filings since I had not received any further correspondence related to my filing. Nothing in email or in physical mail. I was told that there was a huge volume of requests that had come in and it would take Rushmore more time to process those requests. However, I was told that there would be no assessment of late fees or filings with credit agencies on late payments. I subsequently made my XXXX payment on XX/XX/XXXX. 

I then made my XXXX payment on XX/XX/XXXX. Between XX/XX/XXXX and XX/XX/XXXX, I placed two additional calls to Rushmore that lasted a total of 1hr and 23-minutes discussing my filings and when I should expect to hear something back. I was again told that it would take Rushmore more time to process those requests and that they didnt know why mine hadnt been approved. However, I was told that there would be no assessment of late fees or filings with credit agencies on late payments.

On a final call that week, nearly almost 2-months after I had started the process, I was told that the investor, XXXX XXXX XXXX  XXXX, had reversed the earlier approvals that had been granted to my account. There was no reason other than there had been a change to the investor guidelines and that they would need additional information. I was told that additional documentation was being sent via mail. 

On XX/XX/XXXX, Rushmore assessed late charges to all three of my mortgage accounts. 

On XX/XX/XXXX Rushmore reported my accounts to the credit agencies regarding negative activity. All along, I was told that there would be no filings and no late fee assessments. 

As a result of these filings, I place daily calls the week of XX/XX/XXXX to get clarification on the filings, which were contradictory to all guidance I had been getting on the phone since starting the process on XX/XX/XXXX. My calls for the week totaled 1hr and 39-minutes. I have also attached a copy of the call log with this letter. The log reflects calls that I placed directly to Rushmore. 

I then made my XXXX payments on XX/XX/XXXX. 

Subsequently ; The XXXX payment was made on XX/XX/XXXX The XXXX payment was made on XX/XX/XXXX The XXXX payment was made on XX/XX/XXXX The XXXX payment was made on XX/XX/XXXX On XX/XX/XXXX Rushmore reported additional negative credit agency filings on my account. This in the face of on-time payments for XXXX and XXXX and contradictory to the earlier guidance provided during the entire process of filing for COVID assistance.

I was very active in my communications with Rushmore, and as evidenced by the attached call log, I placed a total of 32 calls into Rushmore and spend 6hrs and 45-minutes on the phone with Rushmore staff trying to navigate the COVID filing process, all while I still continued to make payments on my accounts in the face of significant cancellations across all properties.

At this point, in consideration to all the info above, and the attached info, I had requested that Rushmore Loan Management Services remove the negative credit agency reporting on my loans and was told they don't provide " Courtesy '' corrections. This continues to remain unresolved.

I had also requested that Rushmore Loan Management Services remove the late payment penalty that had been assessed on each of the accounts. This too also remains unresolved. 

All accounts have remained current since the XXXX period, but they refuse to cooperate in resolving any of the issues above.