Consumer complaint received 2023-03-26 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: OR

Complaint narrative:
I am a XXXX XXXX and I XXXX for the State of Oregon as a XXXX XXXX XXXX. I am not making too much money and I work very hard for every cent I have ever made since I started working. I am not making the same money I was making with my previous corporate job, but I love my XXXX XXXX with XXXX XXXX  XXXX XXXX. 

In the process of attempting to refinance my loan, I found out that a Home Equity Line of Credit was taken out in the amount of about {$50000.00}. The loan office asked me if I did, I said No. I told him I had applied for this back in XXXX XXXX when I refinanced with XXXX XXXX XXXXXXXX XXXX I was approved for {$55000.00} but I was later told that there is no such account. I told them I was approved, and I have the documents to prove it. I was simply dismissed. 

I held on to these documents and I have over 175 pages of document for both the Refinance and the Home Equity line of Credit. I started to encounter issues with my mortgage last year and struggling to make payments because my mortgage keeps increasing. It started from {$1100.00} in XXXX and now is at {$1600.00} as of XXXX. I have inquired from all the loan servicing companies ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX RushMore ) to explain to me why a fixed rate loan payment keeps increasing and nothing made sense when they explained that it is because of taxes. And I told them that should not happen. 

I have contacted all the loan servicing companies via phone and requested for the loan transfer documents. Last week, I went to the County Deed office and retrieved copies of all activities pertaining to the deed for this house. I have also contacted XXXX XXXX XXXX. Last week, I physically went there on to speak to an officer. I was there from XXXX XXXX because I was getting transferred from one place to the other. I was told that they see an account that was applied for in XXXX but not the Home Equity Line of Credit. I was also told by another person that accounts that are more than 7 years old, get purged/archived. No one in the " archived/historical accounts '' division could find this Home Equity Line of Credit. What is puzzling is that if accounts are purged every 7 days, why do they still see the Refinance account and not the HEL? These two accounts were created and approved the same day. 

I have reported this to the Oregon Financial Division, and I am now reporting to your department. I am a minority and I suspect that XXXX XXXX XXXX  has taken advantage of me as a woman and a minority and I hope something can be done and for someone to be held accountable for withholding {$55000.00} and then adding it back to my loan as if I took the money, when I did not!!! The account was established as a variable rate disclosable account which means I have been paying interest on this account when I did not benefit nor was ever able to utilize this line of credit. 

I have documents from XXXX XXXX XXXXXXXX that speaks to the two accounts. How one exists ( existed ) and the other does not I can not fathom.

Company response to consumer: Closed with explanation