Consumer complaint received 2021-04-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NY

Complaint narrative:
I am writing to officially lodge a complaint against Rushmore Loan Management Services. It is in reference to loan # XXXX for the property of XXXX XXXX XXXX, XXXX XXXX, NY XXXX Section/Block/Lot XXXX. 

Rushmore Loan Management Services has been derelict in its duty to pay my real estate taxes to the XXXX of XXXX XXXX. This is despite the fact that my mortgage account is current and has never had a late payment. My property taxes for my home are now considered delinquent. In addition, Rushmore Loan Management Services has denied my request to cancel my escrow account while they fail to maintain their obligation to pay them. Simply put, Rushmore Loan Management Services refuse to pay my real estate taxes in a timely manner while also preventing me from taking on the responsibility that they have neglected. My attempts to remedy this situation with this company has failed and I am in desperate need of assistance. 

Rushmore Loan Management Services ( RLMS ) mailed me and escrow analysis on XX/XX/XXXX. In retrospect, this statement shows that the XX/XX/XXXX school tax was never paid. Please see attached Document # 1. At the end of XX/XX/XXXX, RMLS sent me an escrow refund in the amount of {$5600.00}. I promptly deposited the check, but I was suspicious that something was wrong. Then in early XX/XX/XXXX, I closely examined my RLMS online escrow account details. Please see attached Document # 2. This is when I crosschecked my XX/XX/XXXX escrow analysis with my online escrow account details to discover that my XX/XX/XXXX school taxes were delinquent. 

On XX/XX/XXXX, I went in person to the XXXX of XXXX XXXX XXXX Department. I paid the missing school tax and the penalty interest of {$400.00} for a total of {$6100.00} with my XXXX XXXX check # XXXX. Please see attached Documents # 3A & 3B. While at GC City Hall, I was given the XXXX Tax Bills for the School Tax, City Tax and County Tax. Please see attached Document # 4. These tax bills revealed that the 2nd half of my school tax was due by XX/XX/XXXX in the amount of {$5700.00}. XXXX, at XXXX XXXX XXXX XXXX, informed me that the XX/XX/XXXX City Tax was also unpaid. According to XXXX, Rushmore paid XXXX XXXX {$2700.00} on XX/XX/XXXX. However, the actual amount owed was {$2900.00}. I was told that XXXX XXXX does not accept any partial payment. Therefore, XXXX XXXX returned the {$2700.00} to RLMS and then added a {$67.00} penalty fee to the XX/XX/XXXX City Tax Collection. Consequently, the amount due increased to a total of {$3000.00}. I am still unsure if RLMS paid this debt. 

That same day, XX/XX/XXXX, I called RLMS tax department and I spoke with XXXX. I told XXXX about the missed school tax payment in XX/XX/XXXX. I also warned XXXX that RLMS needed to pay the XXXX half of my school taxes by XX/XX/XXXX in the amount of {$5700.00}. I also explained to XXXX that RLMS needed to pay the XXXX half of my city tax which was due in XX/XX/XXXX in the amount of {$3000.00}. I made it clear that if RLMS didnt pay this amount by XX/XX/XXXX, even more penalties would be added. XXXX assured me that they were working on it and that they would get everything paid. 

On XX/XX/XXXX, I called RLMS tax department again to follow up since I never received a call or written notice from them concerning my taxes. I spoke with XXXX. XXXX assured me that {$5900.00} was disbursed from my escrow account on XX/XX/XXXX. Even though my online escrow account details reflect this, the XXXX of XXXX XXXX has not received this payment. Please see attached Document # 9. 

On XX/XX/XXXX, I called RLMS and spoke with XXXX. I asked about my reimbursement for the {$400.00}. I also asked to cancel my escrow account. XXXX told me to make those requests online. And, I did. Please see attached Documents # 5A & 5B and Documents # 6A, 6B & 6C. 

On XX/XX/XXXX I received a message from XXXX in RLMS tax department. She stated that she was calling in regard to the taxes. She left me the general telephone # XXXX. When I returned her call that same day at XXXX, I was told by the customer service agent that XXXX was out to lunch, but would call me back. She never called back. 

On XX/XX/XXXX I received a letter from the XXXX of XXXX XXXX informing me that my property taxes are now considered delinquent. The letter states that the amount of {$6200.00} is due by XXXX XX/XX/XXXX. If these taxes are not paid, even more penalty fees will be added and my delinquent taxes will be published in the Citys official newspaper, The XXXX XXXX XXXX XXXX. Please see attached Document # 7. 

I immediately called RLMS that same day, XX/XX/XXXX. The automated service stated that I had {$6800.00} in my escrow account and that a payment was disbursed on XX/XX/XXXX in the amount of {$5700.00}. RLMS made this disbursement late. RLMS was obligated to make this payment by XX/XX/XXXX as indicated by the city of XXXX XXXX Collection Schedule for Real Estate Taxes. Please see attached Document # 8. Since RLMS failed in their duty to make a timely payment, additional penalties have been added. I then spoke with XXXX who insisted that the tax was paid. I attempted to explain that RLMS paid the tax late which makes the payment of {$5700.00} insufficient since it does not include the incurred penalty fees. XXXX stated that she would initiate an investigation. I then spoke with XXXX who claimed to be a supervisor. She too said that all she could do was start an investigation. 

I was then transferred to the RLMS customer service department to determine the status of my request to cancel my escrow account. I spoke with XXXX who informed me that my request was denied. According to XXXX, my escrow account could not be cancelled because a disbursement was due within the next 30 days. I challenged her by informing her, that the next payment should not be due until 6/1/21. Please see attached Document # 8. She said she would initiate an investigation. 


I am desperate need of assistance in seeking relief from Rushmore Loan Management Services. First, I need RLMS to pay my delinquent property taxes immediately. I am clearly more capable of paying my real estate taxes in a timely manner. Secondly, I need RLMS to close my escrow account so that I can assume responsibility of fulfilling my real estate tax obligations. Please help me. 

Thank you for your time, consideration and assistance in this matter. 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation