Consumer complaint received 2018-02-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: IL

Complaint narrative:
We decided to prepay our XX/XX/XXXX county property taxes in XX/XX/XXXX, in anticipation of the changing tax laws for XX/XX/XXXX. We called Rushmore to confirm, and following their instructions, submitted receipts for the prepaid taxes shortly thereafter through their online messaging system. We were advised that once Rushmore 's tax department researched and confirmed the proper payment of property taxes, they would then issue a reimbursement check directly to us for the overage from our escrow account that resulted from Rushmore no longer needing to pay the county on our  behalf. After not hearing back for several weeks, I called to confirm that the research had been completed and reimbursement check would be en route. I was informed that the research had been completed, and that our prepayment was verified. It was also confirmed then and on numerous occasions since then, that Rushmore 's scheduled disbursement to the county for our XX/XX/XXXX property taxes had been canceled, as the prepayment had been ( correctly ) confirmed by their tax department. However, no reimbursement check would be issued to us, as the borrower, until there was a " reanalysis '' of our escrow account. Clearly this made no sense, since the research had already been done and Rushmore 's previously scheduled disbursement to our county had accordingly been canceled as a result of that research. However, after talking to several more representatives over the next several weeks in repeatedly unsuccessful attempts to get it resolved, I eventually sent a secure message to Rushmore 's Department of Consumer Affairs ( per the telephone representatives ' instructions ) requesting in writing, as they required, that a new escrow account " analysis '' be completed. Last week, I received a letter in the mail in response to my message ( again several weeks later ), saying that my request had been denied and that our escrow account would not be re-analyzed until its regularly scheduled review date in XX/XX/XXXX of each year. So Rushmore has unilaterally determined that it would like to hold on to {$2800.00} of our money, that we paid in XX/XX/XXXX, until approximately XX/XX/XXXX ( following the scheduled re-analysis ). This is almost a full year, and of course comes without any intention of paying interest on their unlawful withholding of our money for that period. They continue to hold this position ( per their " policy '' and their " processes '' ) even though they very well know that the money does not belong to them, as evidenced by their agreement over multiple phone conversations that the money had been prepaid, they had seen appropriate evidence of such payment, and accordingly canceled their own scheduled disbursement to the county that Rushmore would have otherwise paid on our behalf in XX/XX/XXXX, BUT FOR the fact that they knew we had already paid it, as researched and confirmed by their tax department back in XX/XX/XXXX. They are knowingly and intentionally holding on to almost {$3000.00} of money that does not belong to them, for a period of almost a full year, and even though they acknowledge and do not dispute this fact, they have continuously refused ( over the past 2+ months of unsuccessful phone calls and secure messages through their website ) to rightfully reimburse me. I am hoping the CFPB can help get this resolved. Thank you.

Company response to consumer: Closed with explanation