Consumer complaint received 2020-10-20
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC (LA)

Our lake house was severely damaged in Hurricane Laura on XX/XX/20. My husband works in XXXX and lives there during the week and comes home on the weekends so I guess you can say that is his main address. We have decided to use the insurance funds that Rushmore has been holding XXXX for approx. 6 weeks to pay off the mortgage. We came to that decision out of total frustration and a desire to not do any further business with Rushmore. Here are the facts ; 1. The insurance checks ( 2 ) were made payable to us and Rushmore. We signed them and overnighted to them on approx. XX/XX/20. 
2. Rushmore emailed us information on what was required for disbursements. 
3. XXXX is a very small, country community with extremely limited resources. We were without power, internet, cell service for almost 2 weeks. In the meantime, a tree had fallen on the house, it was raining through the damage in the roof into the house. Also, the house is on piers, it had been lifted by the wind and was off the piers, no longer level. 
4. My husband lived in a camper the first week, then was lucky enough to find a rent house to move in. We moved him and the few items that could be salvaged into the garage at the rent house. He is still living there.

5. We hired a local company to repair the roof, new shingles, gut the inside of the house due to the severe water damage, and replace the front and back porch which had been damaged. We paid for these repairs with personal funds and sent the paid for receipts to Rushmore. Approx. {$24000.00} 6. We also hired a local company to level the house and put it back on the piers. We paid for this with person funds and sent the paid in full receipt to Rushmore. Approx. {$20000.00} 7. To date we have not received one penny of our money from Rushmore!! We call about every other day. Each time, we get a different person, most of the time that person does not speak good English so its very difficult to communicate. Each time they tell us there is another form, another receipt, another inspection, another W9, another obstacle to us getting our MONEY. I hope you can understand how frustrating it has been. We have asked numerous times to speak to a supervisor, no one ever calls us back. No supervisor is every available when we are on the phone with them. One woman actually hung up on my husband, unfortunately he did not get her name.

8. Others in the community who also experienced damage to their homes, simply endorsed their checks, sent it to their mortgage company, and had their funds within a week or less. My husbands co-worker 's damage exceeded {$120000.00} and his mortgage company was local in XXXX. He walked into their office, signed the check and they deposited the funds into his checking account on the spot. He did not have all these forms, etc to fill out and submit, no obstacles!! So Rushmore can't tell me that it has to do with a dollar amount, my checks totaled approx {$80000.00}.  They were not here for us when we needed them. And I feel like it is criminal for them to hold the money that belongs to me. 
9. Repairs to our home had to stop 3 weeks ago, we are out of cash and can not pay anyone until Rushmore releases the funds. We kept telling them that and it fell on deaf ears. My husband can not move back until the sheet rock has been done, painting, floors replaced, ceiling replaced, insulation replaced, and I'm probably forgetting a few things. You can understand how extensive the damage was. 

At this point we just want to walk away from this horrible company and don't want them to make another {$1.00} off of us. This has been a terrible experience. We are the customers who pay on time each month plus additional to the principal because we want to pay it off before retirement. Which is in 2 yrs. It seems like they do not value our business at all!! We have now requested that they use our funds being held in escrow to pay off our mortgage. We simply want to be done with Rushmore Loss Trak Services. 
This complaint is to let someone know how difficult they have been to deal with in our time of need. And to ask the question, is it a criminal offence for Rushmore to withhold our funds which were needed to repair our home? We will be taking this one step further and speaking to an Attorney.