Consumer complaint received 2022-03-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: OH

Complaint narrative:
My background story is that I applied for two loan modifications from Rushmore 's loss mitigation department, which was very difficult and time-consuming, while waiting, my mortgage payments significantly multiplied. The first loan modification was denied because they said I had sufficient income, even though I lost my husband 's income from separation and upcoming divorce. I disagreed with Rushmore and reapplied a second time. I was turned down by the Rushmore loss mitigation dept. again. They said my daughter 's and my social security incomes were sufficient to pay {$930.00} a month, even with six months behind payments of over {$6000.00} in debt to Rushmore. The loss of my husband 's income did not apply. A repayment plan was offered to me of {$1600.00} a month for six months, which I couldn't comply with because I did not have a {$1000.00} down payment or enough of a down payment to manage the repayment program. After speaking with many different reps. about my situation, it was suggested to me to apply for Rushmore 's COVID-19 's program offered to mortgage holders in default, to see if I qualified for assistance. I inquired about this COVID-19 Rushmore program. The rep said I could apply for 3-month forbearance and then she also gave me the website XXXX  to apply for HAFs COVID-19 assistance. Turns out Rushmore has no COVID-19 mortgage assistance program. But they advertise they do then when you apply to Rushmore, they give you the above website. After which I asked Rushmore about my forbearance request, I had made last week to them, but they said they had not yet answered me about my request for a forbearance approval. Then I applied for the COVID-19 Homeowners Assistance Fund ( HAF ) : XXXX And, because I lost my husband 's income, I did qualify. Please note : ( During my questions for this complaint, I put yes that I paid someone to help me, but it was free. ) I wanted you to know that I did receive help and I was approved for mortgage assistance with the XXXX XXXX XXXX HAF program. as XXXX ) The reason for this complaint is that Rushmore loss mitigation has no COVID-19 homeowners ' assistance program as they advertised. Why then do they say they do? They give you a website that does not offer assistance. This website referred me to XXXX XXXX XXXX HAF federal-funded assistance for mortgage homeowners in distress. However, XXXX XXXX XXXX HAF said my mortgage lender Rushmore did not volunteer to work with the XXXX XXXX XXXX  HAF program, by supplying a volunteer application to XXXX XXXX XXXX  HAF for mortgage homeowners assistance. My complaint is that XXXX XXXX XXXX HAF approved my application approx. on XX/XX/XXXX. However, XXXX XXXX XXXX HAF said they had been waiting on Rushmore 's voluntary agreement application to officially work with XXXX XXXX XXXX since XXXX XXXX. XXXX XXXX XXXXXXXX HAF insists/mandates that without Rushmore 's voluntary consent application, they will not be able to process my mortgage payments to Rushmore. My complaint and distress are that the XXXXXXXX XXXX XXXXXXXX HAF rep said, they would pay my over {$6000.00} delinquent back payments and could place me on a six-month assistance plan, but not without Rushmore 's voluntary consent application to work with them. My complaint is that XXXX XXXX XXXX HAF sent my eligible package to Rushmore 's Homeowners Assistance Fund HAF department. XXXX XXXX XXXXXXXX HAF would not give me any contact information about Rushmore 's HAF department. I called Rushmore 's customer service and loss mitigation several times relaying the information about my eligibility from XXXXXXXX XXXX XXXXXXXX HAF to help me. Each response was cold and disinterested. One rep told me the Loss Mitigation department was in charge of the COVID-19 home assistance programs too, but I told the rep they would not contact XXXX XXXX XXXX  HAF on my behalf after several pleas to them to do so. The rep said she would leave a message for Rushmores loss mitigation dept. about my situation and not to worry because they will help me with XXXX XXXX XXXX HAF 's eligibility approval. But when I did a follow-up call to Rushmore 's loss mitigation department, they would not contact XXXXXXXX XXXX XXXXXXXX HAF, instead they gave me an email to send with Rushmore 's banking info. When I called Rushmore customer service/loss mitigation again, I was upset and worried. Fortunately, this time a caring and knowledgeable Rushmore ( out-of-state rep ) said, that Rushmore is onboard with the COVID-19 mortgage assistance programs and that all the states had agreed to work with XXXX XXXX XXXX HAF programs to XXXX XXXX XXXXXXXX  '' My background story is that I applied for two loan modifications from Rushmore 's loss mitigation department, which was very difficult and time-consuming, while waiting, my mortgage payments significantly multiplied. The first loan modification was denied because they said I had sufficient income, even though I lost my husband 's income from separation and upcoming divorce. I disagreed with Rushmore and reapplied a second time. I was turned down by the Rushmore loss mitigation dept. again. They said my daughter 's and my social security incomes were sufficient to pay {$930.00} a month, even with six months behind payments of over {$6000.00} in debt to Rushmore. The loss of my husband 's income did not apply. A repayment plan was offered to me of {$1600.00} a month for six months, which I couldn't comply with because I did not have a {$1000.00} down payment or enough of a down payment to manage the repayment program. After speaking with many different reps. about my situation, it was suggested to me to apply for Rushmore 's COVID-19 's program offered to mortgage holders in default, to see if I qualified for assistance. I inquired about this COVID-19 Rushmore program. The rep said I could apply for 3-month forbearance and then she also gave me the website XXXX  to apply for HAFs COVID-19 assistance. Turns out Rushmore has no COVID-19 mortgage assistance program. But they advertise they do then when you apply to Rushmore, they give you the above website. After which I asked Rushmore about my forbearance request, I had made last week to them, but they said they had not yet answered me about my request for a forbearance approval. Then I applied for the COVID-19 Homeowners Assistance Fund ( HAF ) : XXXX. And, because I lost my husband 's income, I did qualify. Please note : ( During my questions for this complaint, I put yes that I paid someone to help me, but it was free. ) I wanted you to know that I did receive help and I was approved for mortgage assistance with the XXXX XXXX XXXX  HAF program. ) The reason for this complaint is that Rushmore loss mitigation has no COVID-19 homeowners ' assistance program as they advertised. Why then do they say they do? They give you a website that does not offer assistance. This website referred me to XXXX XXXX XXXX HAF federal-funded assistance for mortgage homeowners in distress. However, XXXX XXXX XXXX HAF said my mortgage lender Rushmore did not volunteer to work with the XXXX XXXX XXXX HAF program, by supplying a volunteer application to XXXX XXXX XXXX HAF for mortgage homeowners assistance. My complaint is that XXXXXXXX XXXX XXXX HAF approved my application approx. on XX/XX/XXXX. However, XXXX XXXX XXXX HAF said they had been waiting on Rushmore 's voluntary agreement application to officially work with XXXX XXXX XXXX since XXXX XXXX. XXXX XXXX XXXXXXXX HAF insists/mandates that without Rushmore 's voluntary consent application, they will not be able to process my mortgage payments to Rushmore. My complaint and distress are that the XXXXXXXX XXXX  XXXX HAF rep said, they would pay my over {$6000.00} delinquent back payments and could place me on a six-month assistance plan, but not without Rushmore 's voluntary consent application to work with them. My complaint is that XXXX XXXX XXXX HAF sent my eligible package to Rushmore 's Homeowners Assistance Fund HAF department. XXXX XXXX XXXXXXXX HAF would not give me any contact information about Rushmore 's HAF department. I called Rushmore 's customer service and loss mitigation several times relaying the information about my eligibility from XXXXXXXX XXXX XXXXXXXX XXXX to help me. Each response was cold and disinterested. One rep told me the Loss Mitigation department was in charge of the COVID-19 home assistance programs too, but I told the rep they would not contact XXXX XXXX XXXX HAF on my behalf after several pleas to them to do so. The rep said she would leave a message for Rushmores loss mitigation dept. about my situation and not to worry because they will help me with XXXX XXXX XXXX HAF 's eligibility approval. But when I did a follow-up call to Rushmore 's loss mitigation department, they would not contact XXXXXXXX XXXX XXXXXXXX XXXX, instead they gave me an email to send with Rushmore 's banking info. When I called Rushmore customer service/loss mitigation again, I was upset and worried. Fortunately, this time a caring and knowledgeable Rushmore ( out-of-state rep ) said, that Rushmore is onboard with the COVID-19 mortgage assistance programs and that all the states had agreed to work with XXXXXXXX XXXX XXXXXXXX XXXX programs to XXXX XXXX XXXX homes. My further complaint is I can't get the XXXX XXXX XXXX XXXX program in XXXX OH, and Ohio 's Rushmore Loss Mitigation representatives to work together on my behalf, even after XXXX XXXX XXXX HAF approved my application as eligible. Rushmore will not call XXXXXXXX XXXX XXXXXXXXXXXX XXXX XXXX XXXXXXXX said they could not call my processor at Rushmore loss mitigation because of security rules. XXXX XXXX XXXXXXXX HAF, said they sent over my eligible package to Rushmore 's HAF department. Also, they said that they sent over another notification for Rushmore 's voluntary consent application to work with XXXX XXXX XXXXXXXX XXXX to Rushmore 's HAF department ( see below email ). But XXXX XXXX XXXXXXXX HAF said they had already been waiting two months for Rushmore 's first application reply for their consent to work voluntarily with XXXX XXXX XXXX HAF. My loan is six months behind. Another two months delay and I will never be able to make any type of personal arrangements to save my home. Are there two separate departments at Rushmore handling HAF homeowners ' assistance programs? Then another department in Loss Mitigation for COVID-19 assistance programs? My complaint is complex. I have been working with Rushmore since XXXX of XXXX since my husband 's and my plans to divorce during the horrific pandemic-related mental and physical interferences. Rushmore has unapologetically and uncaringly put me through pain-staking application assistance for two loan modifications with no consent to help me. XXXX XXXX XXXX XXXX application assistance was painstaking and hard to do. I complied with everyone 's rules and compliances to get help. Another complaint is that my final and last hope are based on Rushmore 's loss mitigation volunteering application to be completed and turned in to XXXX XXXX XXXX. I am waiting for assistance to work in XXXX XXXX XXXX HAF program! Rushmore advertises they have a COVID-19 HAF program to help homeowners. When you go to apply for their program, they give you a maybe offer for a three-month forbearance, which I will still owe after the three months. Then they refer you to a website for COVID-19 homeowners assistance, HAF, which in turn that web site refers you to the XXXX XXXX XXXX  HAF website. Rushmore has no COVID-19 homeowner 's assistance program. They will not work with XXXXXXXX XXXX XXXX HAF program for my assistance. Rushmore will not cooperate. Please, please save my home. I have been approved for eligibility for help through XXXX XXXX XXXXXXXX HAF program to work with and pay Rushmore my arrears. My further complaint is I can't get the XXXX XXXX XXXX HAF program in XXXX OH, and Ohio 's Rushmore Loss Mitigation representatives to work together on my behalf, even after XXXX XXXX XXXX HAF approved my application as eligible. Rushmore will not call XXXXXXXX XXXX XXXX XXXX XXXX XXXXXXXX said they could not call my processor at Rushmore loss mitigation because of security rules. XXXX XXXX XXXXXXXX HAF, said they sent over my eligible package to Rushmore 's HAF department. Also, they said that they sent over another notification for Rushmore 's voluntary consent application to work with XXXXXXXX XXXX XXXXXXXX HAF to Rushmore 's HAF department ( see below email ). But XXXX XXXX XXXXXXXX HAF said they had already been waiting two months for Rushmore 's first application reply for their consent to work voluntarily with XXXX XXXX XXXX HAF. My loan is six months behind. Another two months delay and I will never be able to make any type of personal arrangements to save my home. Are there two separate departments at Rushmore handling HAF homeowners ' assistance programs? Then is there another department in Loss Mitigation for COVID-19 assistance programs? My complaint is complex. I have been working with Rushmore since XXXX of XXXX since my husband 's and my plans to divorce during the horrific pandemic-related mental and physical interferences. Rushmore has unapologetically and uncaringly put me through pain-staking application assistance for two loan modifications with no consent to help meXXXX XXXX XXXXXXXX XXXX XXXX application assistance was painstaking and hard to do. I complied with everyone 's rules and compliances to get help. Another complaint is that my final and last hope is based on Rushmore 's loss mitigation volunteering application to be completed and turned in to XXXX XXXX XXXXXXXX. I am waiting for assistance to work in XXXXXXXX XXXX XXXXXXXX HAF program! Rushmore advertises they have a COVID-19 HAF program to help homeowners. When you go to apply for their program, they give you a maybe offer for a three-month forbearance, which I will still owe after the three months. Then they refer you to a website for COVID-19 homeowners assistance, HAF, which in turn that web site refers you to the XXXX XXXX XXXX HAF website. Rushmore has no COVID-19 homeowner 's assistance program. They will not work with XXXXXXXX XXXX XXXXXXXX HAF program for my assistance. Rushmore will not cooperate. Please, please save my home. I have been approved for eligibility for help through XXXXXXXX XXXX XXXX HAF program to work with and pay Rushmore my arrears.

Company response to consumer: Closed with explanation