Consumer complaint received 2018-05-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NJ

Complaint narrative:
My name is XXXX XXXX XXXX. I had a mortgage with XXXX XXXX XXXX XXXX ( " XXXX '' ), which was transferred to Rushmore Loan Management Services ( " Rushmore '' ) in XX/XX/XXXX. XXXX Loan # XXXX. Rushmore Loan # XXXX. Property address is XXXX XXXX XXXX, XXXX XXXX, NJ XXXX. 

In late XX/XX/XXXX I fell behind on my mortgage, but knew that I would be able to catch it up in early XX/XX/XXXX. On XX/XX/XXXX, I had the funds on hand and XXXX stated that amount to reinstate, including XX/XX/XXXX 's payment, would be {$8600.00}. I sent {$9000.00} on XX/XX/XXXX, which was received XX/XX/XXXX. On XX/XX/XXXX, the check was returned, stating it was insufficient to reinstate, and the amount was now {$12000.00}. My mortgage payment per month is only {$810.00}, so this increase doesn't make any sense. 

I later learned that XXXX had put homeowner 's insurance on my property, even though I was paying it directly and had provided them with proof that it was current and active. 

By XX/XX/XXXX, I was able to get XXXX to accept payments, but these were listed on the account as " Unapplied '', and I was still charged late fees and penalties. Not including the " unapplied '' that should be subtracted, the past due figure on this statement was {$2400.00}. 

Just after this ( XX/XX/XXXX ), the account was transferred from XXXX to Rushmore. Rushmore sent me a letter about how much total was owed on the loan, but did not have an address for where to send payments. This balance statement included a listing for " Other Charges '' for {$3600.00}, and Rushmore were never able to explain where this figure came from. They stated that the amount to reinstate the loan was now {$6500.00}. An actual billing statement was not sent until XX/XX/XXXX. 

Because I had the money and didn't want to deal with it anymore, I paid Rushmore the {$6500.00} they requested on XX/XX/XXXX. 

When I received the first normal monthly billing statement from Rushmore on XX/XX/XXXX, I saw that they had begun escrowing my real estate tax and that was why the number was higher. I called the local tax collector, who stated that Rushmore had already paid the first two quarters of XX/XX/XXXX taxes, which is why the arrears had increased so much. 

I fell behind again on payments due to the fact that I had put other bills on hold to pay XXXX and Rushmore more than they were owed. So I again sent a check to fully reinstate on XX/XX/XXXX. This check was returned to me, with the reason marked " OTHER, CONTACT CUSTOMER SERVICE ''. I did so, and they don't know why it was returned. 

In the last year and a half, I have paid XXXX {$14000.00} and Rushmore {$12000.00} for a total of {$27000.00}. This is for a mortgage that started at {$810.00} per month, and is now {$890.00}. Even disregarding how many times they have screwed up when I tried to do the right thing, and assuming the higher payment amount, I should have only paid about {$15000.00} in that time. And even with paying almost double what I should have, they say that I am behind and are threatening foreclosure.

Company response to consumer: Closed with explanation