Consumer complaint received 2022-04-21 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: MO

Complaint narrative:
Name : XXXX XXXX Address : XXXX XXXX XXXX XXXX : XXXX Phone : XXXX City : Kansas XXXX XXXX : Missouri Zip Code : XXXX Country : XXXX What XXXX I've had my home mortgage loan with Rushmore for XXXX years, and I have property Insurance thru Rushmore. I recently completed roof damage claim where I made a separate personal loan to pay off the contractors. The claims adjustor kept me informed of the 3 different insurance payments he would have to disburse to Rushmore, then Rushmore was to disburse those same payments to me ; totaling {$10000.00}. Rushmore has been slow in forwarding these payments to me. Each time I'd contact Rushmore Loan Draft dept. I would get some non-factual response. Twice I had called the claims adjuster back to review what should be disbursed to me and the Adjuster replied he doesn't know why Rushmore is holding the money. I stated they keep making excuses. Now todate, I've received {$8700.00} albeit delayed. The last outstanding {$1800.00}, Rushmore agreed they received it on XXXX, but claim the check or accompanying info did not indicate what it was for, so they placed it in a hold account. There is a logged call I placed to Rushmore on XXXX inquiring about the same {$1800.00} and was told Rushmore received it but it will have to be reviewed for XXXX to 5 days. I called on XX/XX/XXXX 3 times and got XXXX different explanations, XXXX being Rushmore reviewed the account, and find the {$8700.00} already disbursed completes all payments. They dismissed my pleas with them. I again confirmed with the Adjuster who stated he disbursed the {$1800.00} to Rushmore on XX/XX/XXXX and that it should have been forwarded to me. I called Rushmore Loss Draft dept back, and kept them on the phone because ( they claim they are unable to contact me due to a cease/desist order I signed some 5 years ago to stop 3rd party calls caused by rushmore. I confirmed with their customer service that that should not prevent the Loss Draft dept from contacting Me regarding a banking transaction pertaining to me. I had them remove the cease/desist order. ). After I implored that they request a manager expedite this transaction immediately, they refused using again multiple excuses. 1. We still don't have the needed info about the {$1800.00} from the Adjuster. I said I will hold while you contact him for the info, XXXX XXXX comes back and say he did send the email, but it will take 3 days for the email dept to forward the info to the Loss Draft dept, then the will have to review everything again for XXXX days. They claim I should receive the {$1800.00} by XX/XX/XXXX. I strongly feel they were trying to deceive me based on my age of XXXX XXXX XXXX. If I was not sharp and persistent enough to fight past their misinformation and untruths, they would have left my {$1800.00} in their hold account, after clearly telling me the {$8700.00} was the complete disbursement to me. I hope you find evidence that will protect others, and redeem us all in some monetary way as my funds were clearly held up needlessly. 

XXXX XXXX, Independent Claims XXXX, XXXX, XXXX XXXX, Rushmore 's XXXX XXXX XXXX XXXX XXXX XXXX XXXX # XXXX Rushmore Loss Draft Reps : XXXX, I was placed on hold, disconnected with no call back. 

XXXX, stated they reviewed the acct and the {$8700.00} I received is everything I get. 

XXXX, who I kept on the line, relaying my info to a supv/mngr I hope. Stated there was no way to disburse the funds today, not even using getting a Fax of the info needed. 

Thank You, XXXX XXXX

Company response to consumer: Closed with explanation