Consumer complaint received 2022-02-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: NY

Complaint narrative:
XX/XX/XXXX Rushmore Loan Management Services XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX Dear To Whom It May Concern : RE : Account NO # XXXX This letter serves as a general complaint against Rushmore Loan Management Services. My name is XXXX XXXX and I am the owner of XXXX XXXX XXXX in XXXX, New York. The said Servicer has been managing my mortgage account for several years. At the beginning of the Pandemic Federal and State Laws were in effect for all financial institutions to assist struggling homeowners impacted by Covid-19. Any arrear payments were to be placed to the back of the loan and the consumers were not required to pay the lump sum once the forbearance ends. As of XX/XX/XXXX, the lump sum payment due is {$3900.00}. I am citing the Servicer for the following reasons : A. Refusing to Obey Federal and State Laws Regarding Covid-19, B. Trying to Collect of Lump Sum Payment, C. Returning Payment of {$330.00} At the end of XX/XX/XXXX, my forbearance involuntarily ended. A Loss Mitigation Application was accompanied during that period but was damaged by water upon receiving the application. Subsequently, a lump sum payment became aggressively pursued by the Servicer. I have been in contact with the Servicer on several occasions in regards to putting the payments to the rear of the loan and pursing monthly payments. In addition I had advised the Servicer in XXXX and XX/XX/XXXX of the damaged Loss Mitigation Application they forwarded. In turn, I was advised by the Servicer on each occasion of the resources available to me from them and in my state of New York. RLMSs policy is that even if I am in a workout program with the institution they will continue to pursue Foreclosure. 

Recently, on XX/XX/XXXX I spoke to a representative who advised me to submit the long-awaited Loss Mitigation Application along with supporting documents. They advised me that a Letter of Intent had been forwarded to me and the reasons for my returned monthly payment. In turn, I advised I just got home from the hospital still dealing with the effects of Covid-19 and will supply all the information requested by XX/XX/XXXX. The Representative advised me of all the resources available to me and my circumstances. However, they stated my account will be notated I am seeking to put arrear payments to the back of the loan. 

To this date, I have not received any contact from the Servicer as they aggressively pursue Foreclosure of my property. Unfortunately, I work long hours but have been trying to get in touch with the Servicer during break periods. I am forced to endure long wait times that I can not afford while working and I get off work at XXXX pm. I have provided everything the Servicer requested but still have been unsuccessful putting arrear payments to the back of the loan. Former XXXX XXXX XXXX was very clear all arrear payments were to be put on the back of the loan and this regulation had been abided by all other financial institutions I have encountered. XXXX XXXX XXXX has provided the XXXX Mortgage Assistance Relief Fund and although I have applied for this program is on a first come first serve basis. In addition, I should not require a XXXX party agency to assist with channeling documents and corresponding with RLMS on my behalf. I am quite capable and the Servicer should be able to effectively handle consumers who choose non-representation. I retain all correspondences and RMLS persons/dates contacted in support of my complaint. I do not send a payment history report just a direct response letter. 



Sincerely, XXXX XXXX

Company response to consumer: Closed with explanation