Consumer complaint received 2017-10-05
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC (CA)

The reason I am filing this complaint is due to a number of factors. First and foremost, my loan was originally with XXXX Mortgage. When my loan was XXXX, I submitted a complete XXXX XXXX XXXX for consideration of a workout option due to a hardship I encountered. There was a reduction of income and was placed on XXXX for a period of time. All information was submitted to chase and acknowledged as a complete file. On XX/XX/XXXX I was notified that my request for workout was denied due to inability to verify income received although proof of income, bank statements, and tax returns were provided. It also stated within the attached denial letter, that I had a right to appeal the denial and had until XXXX to submit the appeal. I submitted the appeal to XXXX on XX/XX/XXXX. Shortly thereafter, I was notified that my loan transferred to Rushmore Loan Management Services on XXXX. Rushmore Loan Management Services took over XXXX days to fully board my loan to there system and advised that they would receive all information from the prior servicer within a XXXX days. I called Rushmore back on XXXX to only be told that they have not received any documentation from Rushmore concerning a modification review or appeal documents from XXXX. OnXX/XX/XXXX, I submitted all information to Rushmore including but not limited to ; XXXX. XXXX XXXX XXXX. XXXX XXXX from XXXX along with XXXX XXXX XXXX. XXXX XXXX  XXXX XXXX. Bank XXXX XXXX. XXXX XXXX XXXX. Proof of XXXX XXXX Bills XXXX. XXXX XXXX XXXX. Rushmore Modification Application via fax to XXXX. I called Rushmore back on XX/XX/XXXX and was advised by XXXX that they did receive our fax and was currently being processed and to call back in few days. On XX/XX/XXXX, I received XXXX modification packages from Rushmore requesting to complete for all XXXX XXXX XXXX. I called Rushmore back and spoke with XXXX. She advised me that those package was system generated and to disregard as they have received the modification package and appeal however to call back because the file was in process of being assigned. I called Rushmore back onXX/XX/XXXX and spoke with XXXX again which advised that the file was assigned to a XXXX XXXX. She attempted to transfer me to him however ; was only able to get his voice-mail.I also retrieved his e-mail and e-mailed him all documents to be sure there were no issues. XXXX responds stating that they did not receive the package within XXXX days of foreclosure sale and that they would not consider. I advised him that I have a right to appeal as stated in the appeal letter but he said that is not true. He also stated he did not receive the fax until XXXX however that was their " XXXX XXXX '' and not receive date. He stated my file never went to underwriting with previous servicer which is not true due to the fact that a XXXX XXXX was attached to the denial letter. I am requesting for my appeal to be considered along with proof of documentation that was required for additional consideration of the appeal and right to keep my home. I am requesting that my rights to XXXX is acknowledged and given proper consideration to keep my home. 

Attached, please find all documentation that has been provided to Rushmore Loan Management Services including all correspondences from XXXX concerning the acknowledgement of a modification review, denial, and right to appeal.