Consumer complaint received 2022-07-06 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: FL

Complaint narrative:
Mortgage was transferred from XXXX or XXXX to " Rushmore '' during covid deferral/forbearance. I've called and spoken to 7 or 8 representatives since over a year plus months trying to make a payment. The website provided was in process of being built and still comes to dead ends. As well, do phone attempts to speak to someone with information and facts. Early on during height of pandemic I was offered to do paperless signing of documents in virtual signing room offering terms less than ideal as interest rate and monthly payment would increase and myself the consumer not provided terms of loan exactly. Just documents to sign and increased costs to resume payments. They would not receive my payments online or by phone.

After 5th or 6th call I finally got through to a representative that seemed to be able to offer facts, a list of documents for me to prepare and FAX such as paystubs, bank statements and tax documents. Finally reaching someone from new company that was able to share plan and means for me to send or resume payment to satisfy mortgage returning a sense of stability as I never had trust or confidence in experience prior to that call. 
I called today now having an extension for this person that seemed helpful with plan to update with document status and plans to FAX all listed this week, as well, contact insurance company to notify of new mortgage company Rushmore with phone number contact for direct communication. There was no option for extension and I again spoke to different representative that again like others was not receptive to listen to my reason for calling nor provide phone number to get in touch with person who gave me extension. Rather, was demanding and intrusive. Also vague, not providing anything but that the person 's name I mentioned did not work at company ; Began further demanding of personal identifiers then onto attempt to fearing me with time limits unrelated to my reason for calling. After I shared personal data I find uneccesary to provide as it did not apply to my reason for calling to update person at specific extension. She denied this person was with company and provided no other contact number.

The representatives and web links haven't gotten far and it's over a year now.

Tonight I found article about RPM whom may also be the investor for Rushmore mortgage loan. Same tactics seem to be in place as far as pressuring consumers to pay higher rates and sign on less favorable terms. 

I have yet to have about any trust and confidence and am led to believe my options are minimal and grim at this point. I never signed contract or deal with this new company. I understood I could resume payments and exit deferral/forbearance. 

It's my duty to report this in case it is unlawful and I'm sure I'm not the only consumer in this. One of the reps a few times back shared about others he spoke with in phone with similar and worse scenarios. 

Thank you

Company response to consumer: Closed with explanation