Consumer complaint received 2023-07-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: MA

Complaint narrative:
I have fallen behind in payments due to a loss of job and health issues. I contacted my mortgage company for assistance and was told that a modification would not work for me because I have a lower interest and modifying would only give me a higher mortgage payment. At this point I called Hud to apply for an attorney to get legal help yo file bankruptcy. During the call with the HUD counselor he advised that my mortgage company had other options to provide me with and that they can assist in other ways so that my monthly payment doesnt have to increase. The counselor calls XXXX with me on the phone and now this representative is saying something totally different. I was told to get a modification In as soon as possible. I sent the modification In and never heard back from anyone. I finally called XXXX weeks later for the status and was told I needed XXXX documents. I sent them in that day agai. XXXX weeks went by and I called to check the status and was told they closed my case because I failed to send in documents, but I have the emails and the date they were sent. So now the reason changes and they said we got them but one didnt have a signature. When I asked why I didnt get a call or letter I was told they called and couldnt leave a message due to my voicemail being full. That was a complete lie, I asked what a letter and they said they sent a letter out on the XXXX of XXXX letting me know my case was closed. They had XXXX weeks to contact me by phone or mail and their excuse was I should of followed up with them. I need to have things in writing when it comes to dealing with this company. Every representative within this company has given conflicting information to me, their is no consistency. They talk down to you they are rude and lack compassion. I literally get anxiety when I have to call. Well needless to say Im told my case is closed and I have a to start a whole new modification. This company puts on a great act but do nothing to help or reach out to you. They told my HuD counselor they would email him with info on who my investor was that never came. They still havent told me if my loan was FHA or not, I asked for info as to why my mortgage was increasing XXXX rep said it was my escrow another rep said it was my variable interest but I have yet to receive accurate answers. I have been told by the last rep that the company was selling XXXX as of XX/XX/XXXX, and that we would receive a letter, but during the last conversation with the manager advising me of the closed modification she stated that she knew nothing about XXXX selling the company and said her emails are full so its probably in there and she hasnt read it yet.. Her name was XXXX and I have this phone call recorded. This company is playing games with lives, lying, being unprofessional, pretending to help and lying about documents they received just to stop you from getting a modification and force you into foreclosure.

Company response to consumer: Closed with explanation