Consumer complaint received 2022-07-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: VA

Complaint narrative:
My mortgage is with Rushmore Loan Management in CA. In XXXX of XXXX, they OFFERED me a forebearance. I called them and asked for the details of such and they explained to me that in most cases, the arrears could be tacked on to the back of the loan. I have heard that from 2 other CSR 's since, one as recently as two weeks ago. In XXXX XXXX I applied for another 3 month extension, which, by law, I was entitled to after a new law was passed by Congress. I never received a reply from them. I XXXX, XXXX, I received a letter saying, " Pay up or else. '' When I called and said that I had been told that the arrears could be put on the back of the loan, she told me that she had no idea what I was talking about. I immediately asked for a loan modification and I received a package asking for pertinent documents, which I returned immediately. I was told that I would receive a response within 30 days. On XX/XX/XXXX, 3 MONTHS later, I received another letter saying they had received all of my docs and again, I would get a response within 30 days. To this day, I have never received a response. I have received numerous packages over the months, asking to start the whole process all over again. They will sometimes call and when I answer, they hang up. Then I get to call them and wait forever for someone to answer. For the last 15 months, I have constantly heard that pages from my bank statements are missing, even though I have received emails from Rushmore that they were received. I always send in docs twice because of their problem on their end. It's ALWAYS something, missing pages, expired docs. I can't tell you how many times I have started the whole process over and over again. I have received some form letters from a " XXXX XXXX, '' who is my " relationship manager. '' I have left her numerous messages for the last 15 months to no avail. When I searched the company directory, she was not there. I couldn't even dial her extension, because I got a message that it didn't exist. Last week, I was told by another clueless CSR that they were just form letters signed by a made-up name!!! Last week, I was told by a CSR who said that my loan was in foreclosure and he could not talk to me. I have never ONCE been able to get around these CSR 's to speak to a supervisor or someone in charge, including this XXXX XXXX. Last week, I received a letter from a lawyer in XXXX  XXXX, XXXX that foreclosure proceedings have been initiated. I have not received ONE letter from Rushmore about this. I immediately called Rushmore and demanded that XXXX XXXX call me back, which she finally did after 15 months of my constant messages to her. Astonishingly, she told me that she nor Rushmore had received anything from me since XXXX of XXXX!!!!! Based on that MININFORMATION, she initiated foreclosure proceedings against me. I told her that I have sent many, many documents and docs to them to no avail. I am a XXXX XXXX XXXX XXXX widow who takes all of these letters and packages seriously. If I lose my home, I would have nowhere to go. I would be XXXX. I have XXXX XXXX  and XXXX  who depend on me. It would kill them and me to lose them. Why would I ignore all of these letters and requests for docs from them?? I would also like to mention that I requested mortgage assistance due to Covid twice and never got a response. Now I have been told that it's " too late. '' I have been trifled with, led along and lied to for 15 months. I can make no sense from most 'CSR 's. They are not well-trained. I have not received the same information from any of them twice. I am scared to death. I am NOT a loan number. I am a responsible human being. I NEED HELP NOW!!!!!!

Company response to consumer: Closed with explanation