Consumer complaint received 2016-09-23
Product: Mortgage — Conventional fixed mortgage
Issue: Loan servicing, payments, escrow account — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC (SD)

We have a mortgage with Rushmore Loan Management Company on a XXXX unit rental property in XXXX XXXX CA. This year we had a water damage incident that resulted in over {$4000.00}. in repairs. We paid for all the repairs as they were completed. Our insurance company then reimbursed us with two separate checks, but as required by CA state law, the checks were also made out to Rushmore Loan Management Services as well as our property manager. I endorsed XXXX of the checks before I noticed the other names on the checks. Wanting to make sure of the proper procedure for depositing the checks I called Rushmore Loan Management Services. Eventually I was connected with XXXX ( employee identification XXXX ) in the Insurance department. I took very careful notes on everything he said because my trust level with that department was already quite low -** important explanation to follow. He told me exactly where to send the checks, attention Customer Service etc. I verified the address with him. He assured me the turn around was normally 72 hours. I mailed the checks on XXXX XXXX, along with a letter outlining my conversation with XXXX and reiterating my desire that the checks be endorsed and returned to me as soon as possible. 
After several weeks, I started calling, no one could tell me anything about the checks. On Monday XXXX XXXX after many explanations and attempts to find out where the checks were I was transfered to the Loss Draft Department and I spoke with XXXX XXXX, initially she did n't know what happened to the checks. 
At that time I decided to call XXXX XXXX XXXX and see if they could issue new checks and they said they would be happy to do that. Except wait! The checks have been deposited into XXXX Bank! They were cashed XXXX XXXX. So now I am trying to get the money back from Rushmore Loan. At last they acknowledge they can see the checks, and they have to go into a Loss Draft Escrow account. No one can tell me how long that will take, XXXX will not return my phone calls. I am told there is no supervisor or anyone to talk with at a higher management level. So they have had my money for a month. They evidently are able to cash checks without all the signatures, even though it was clearly stated on the back of the checks that all signatures were required. They are not required to tell me how long the process will take or even return my phone calls. How much would they charge me if I had {$4000.00} of their money for a month? And no phone numbers or email for higher management personal? Seems like a poor way to treat a customer that is always one month ahead on the mortgage payments. 
** Last year just a week before we were leaving the country for 6 weeks I recieved a phone call from XXXX XXXX telling me that only half of the insurance on this property had been received from Rushmore. The insurance has always been written in XXXX policies because it is a duplex and a single house. I immediatly called Rushmore, and asked them to look at our impound account, note the error and pay it I was promised they would pay it immediately. Just before departure I checked again, XXXX XXXX had not recieved the funds. Again I called Rushmore and the assured me they had paid it. Imagine how I felt returning from my trip to find that altho Rushmore had our $ $ in the impound account all along, and I had made numerous phone calls, the insurance policy on our duplex had in fact lapsed! We were in XXXX and our property was uninsured! I paid it myself and after another week and many phone calls Rushmore paid the insurance bill and XXXX XXXX reinbursed me. I can only imagine the legal mess it would have been if something had happened to that property while we were gone and it was uninsured! 
I have never experienced worse customer service. It seems they like to use our money and have no moral or legal ethics.