Consumer complaint received 2023-03-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: FL

Complaint narrative:
I am making a complaint against Rushmore Financial Management Service and XXXX XXXX XXXX The mortgage servicing company, Rushmore Financial have enforced a back dated flood policy on me for the periods of XX/XX/XXXX - XX/XX/XXXX. This I consider to be unfair, as they were the ones that failed to make a qualified payment and then did not notify me of the issue until months later. As soon as I was notified by my insurance broker, XXXX XXXX I believe they have done this because I have complained to them about their poor communications. They mailed incorrect information regarding my 1099 and my escrow balances. This is a direct response to my question regarding my insurance payments and escrow accounting for XXXX. It's crazy to me that I comment on their escrow accounting and then they send me a bill. This is evil and vindictive and spiteful. Or maybe if I did not high light the situation, they would have been non the wiser and this craziness wouldn't be happening. 

I received notification from Rushmore dated XXXX XXXX advising me my flood insurance had expired or was canceled. 

I received notice dated from the XXXX XXXX XXXX dated XX/XX/XXXX, advising me my flood insurance had been canceled. 

I did not actually receive a notification from anyone until XX/XX/XXXX, which was from XXXX XXXX. My flood policy runs annually from XX/XX/XXXX. Premium amount increased to {$550.00} from {$370.00} the previous year and that particular policy, I am told, was no longer available. The policy amount that is actually in force now is {$710.00} because the new policy was a day late in processing. 

I received a call from my Insurance Broker, XXXX XXXX of XXXX XXXX XXXX, XX/XX/XXXX, to say that I did not have flood insurance and did I remember receiving a check from the insurance company at any time? I said I had and I was waiting for Rushmore to send me an escrow letter and explanation as to what the check was for and with that, if there was a change in my payments that needed it, I would send that payment in. I wasn't expecting a negative result but the money was there. An over payment refund check was sent to me in the amount of {$550.00}. This payment was deposited into my XXXX XXXX XXXX XXXX  Savings account XX/XX/XXXX. 
Over the past XXXX to XXXX years I have tried to lower my escrow balance by shopping for lower payments and have never received a rebate from Rushmore in all that time. With my conversation with XXXX XXXX, on XX/XX/XXXX he verified with me whether the flood payment was to be escrowed or whether I paid the Insurance in full each time. In previous years my flood insurance was much higher and in shopping for a lower payments, I found XXXX with XXXX XXXX, {$370.00} Rushmore was then supposed to make the renewal payments. Coming up to my anniversary I was advised by XXXX XXXX that this policy was no longer available and we had to look for something else. Although Rushmore did not include flood in XXXX, they had in previous years and they were expected to making a XXXX payment. When lower payments, I have never received a rebate check until this year along with my enforced policy. They have acknowledged I had a flood policy in place, until now. 

Rushmore made the payment and then paid again. The Insurance company acknowledged the second payment and then sent that over payment back to me. Rushmore in the meantime, canceled the wrong check. Rushmore assumed the payment had been made and the Insurance company just sat waiting for the check to be replaced again. And this took XXXX months! 

Just to complicate things further, I received a call from XXXX XXXX again, while waiting to board a plane to visit my parents, to say that my Credit Union, ProrityOne of XXXX, apparently returned a payment made on or around XX/XX/XXXX. In other words they did not honor a payment request for the new policy amount of {$710.00}. Was I sure the payment was there? I said yes. I checked my account and it was in excess of what was needed to pay out this amount. 
My broker 's concern was that the money was coming out of my savings and not my checking, so I would have to transfer the money from savings to checking for them to draft. 
On speaking with my Credit Union, I needed of done no such thing, if they flagged the account as a Savings account and not a checking account, they would have paid it This is still being looked into. For security reasons my online account does not provide my full account number so I was unable to verify this information at that time. I was about to board a plane. 

My Credit Union when speaking with them Monday XX/XX/XXXX, could see no evidence of a payment request being made in XXXX and can only verify that payment made in XXXX of {$710.00}. They are suggesting that an error was made by the requesting person and this was if anything as to why the payment was rejected. 


I was away XXXX XXXX XX/XX/XXXX. This is why the second payment attempt did not go out until after this date. On my return I verified my checking accounting information with XXXX XXXX XXXX by providing a blank check. 

I did receive an escrow check refund this year in the amount of {$450.00} After writing a letter of concern to Rushmore using their online portal, I received an evidence of insurance cover for {$1400.00}. I believe this is them being vindictive because I questioned them. 

I traveled again to see my parents XXXX XXXX XX/XX/XXXX. My parents are elderly and not doing so great. A call was made to Rushmore Monday XX/XX/XXXX. Spoke with XXXX who was very smug with me and told me the policy in force was from XX/XX/XXXX- XX/XX/XXXX and was there anything else she could do for me? I really did not appreciate her gloating and smug attitude. 

My original policy was no longer available and was canceled. A new policy was not available at either rate. The new rate is now {$710.00}. More than doubled from the previous year and now I have an additional {$1400.00} in escrow. if I was suppose to purchase a back dated policy, I should have been told that it was possible and this was what I was supposed to do and I was not. As far as I was concerned I just needed to get a new policy in place. Which I did. Secondary, if I was unable to purchase a back dated policy, how is it that Rushmore was able or is able to do this? If my Insurance broker, XXXX XXXX, XXXX XXXX XXXX is negligent on this, then yes, I blame him too! 

I believe Rushmore Mortgage Servicing is trying to set me up to compromise my home and my mortgage and just plain making things financially difficult for me. 
They are slow to respond to mail. 
Their Mailed statements do not correspond with their online statement/overview They provide conflicting information Their online payment portal in recent past have been very confusing

Company response to consumer: Closed with explanation