Consumer complaint received 2017-04-26 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: WA

Complaint narrative:
I 'm currently in default because they made a mistake in the reinstatement amount to bring me current in  XXXX . I got a loan for almost {$30000.00} to cure the arrears. I submitted a complaint shortly after but their response was bogus and held them not responsible. I would n't be in this position if they had provided me an accurate amount and because they did n't, they increased my mortgage payment to reflect the difference. I ca n't make more than my normal mortgage amount of $  XXXX . They keep raising it to suit their needs and I ca n't afford to pay more. They set a sale date of   XXXX   XXXX  nd I had to declare bankruptcy Ch  XXXX  to stop the sale. Right away I submitted a modification packet in the  hope they would modify my loan to an amount lower than I used to pay or k eep it at {$740.00} and cancel the arrears so I can continue to live in my home. I feel they should make it right from their error the year before with the reinstatement fiasco. Shortly after submitting the mod packet, I called them to make sure they received it and I was told by  XXXX , that it had been denied due to lack of paperwork and that my hardship was n't viable. He kept saying that nothing changed. He 's right. My salary has n't changed which is why I ca n't afford their constant increases. I could n't believe it. I want to stay in my home and I 've done everything to try to comply. There 's no reason they should n't allow me to stay. I 've lived there for 10 years and it has been a constant struggle with them and that its been underwater the entire time, I was a victim of predatory lending and then the housing crash. I did n't ask for any of that. This home was my retirement. I have nothing without it. I 'm  XXXX  and I have no savings, and if they get their way, no house and no future. I 'm not being dramatic. It 's true. I ca n't even afford rentals in my area. I will truly be homeless and they get to manipulate the law and servicing rules to suit their needs.     They have broken so many rules and policies that it 's sick. I 've attached some information and highlighted in yellow the rules they are breaking. In getting back to the denial of the mod packet, I still have n't seen in writing why they denied. I 've called 3 times and each time talked to some  XXXX  different and each time as usual gotten different information. I make decisions that are crucial to me and my financial security based on wrong information they give me. I was about to cancel my bankruptcy because of the denial I received verbally and now I 'm being told that it has n't been reviewed. I talked with them today and I was told that the mod packet I recently submitted right after the bankruptcy was n't considered because they felt nothing changed from this packet to the  XXXX  I submitted last year so they just denied it. I probably would n't have done the  XXXX  thing if I 'd known they would handle it that way. They have to completely review all applications as if it were my first or my tenth. They do n't. They make up the rules as they go along. I know I 'm rambling on but I 'm so sick of repeating this story that I get physically ill.     I got a letter last week that informed me they have a sale date on my home also. Is n't it illegal to do that if you 're in bankruptcy? I ca n't find the letter I just got with the date, but I listed it initially as   XXXX   and I will verify that. I have a stay yet they get to file a sale date? Somebody has to stop them and let me keep my home. I just want this to end. I 've wasted so much money defending myself from their illegal practices just to keep my home. I will not leave and will do everything to protect it. PLEASE stop them and make them stop. I have n't had access to my online acct. for over a year. They wo n't send me paper monthly copies either. That 's a violation also. How can I properly enter into the bankruptcy if I choose to continue with a monthly payment amount if I ca n't first verify what I owe. I wo n't take their word for it. I need access to my account.

Company response to consumer: Closed with explanation