Consumer complaint received 2018-02-05 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: CT

Complaint narrative:
My current mortgage lender Rushmore Loan Services is trying to auction off my home. The servicing was transferred from XXXX to their company and I tried to engage with them to discuss various homeowner assistance programs. I could not get anyone to speak with me, I could not get a returned call, I could not get any information. There was no assigned account manager and there was no review of my current financial information conducted. Instead, we received a letter in XX/XX/XXXX stating that Rushmore would offer us a modification, but we needed to make a down payment of $ XXXX towards the arrearages. I was shocked at the amount, but at least we saw that Rushmore seemed to be willing to try and work this out. I immediately began calling them to see if they would consider a more manageable amount or actually conduct a review of our financial information. However, we once again were frozen outabsolutely no contact, no information, no returned calls, then we came home to see a foreclosure sale sign on the door. I believe that Rushmore is not following the rules or guidelines for homeowner assistance programs and is denying us access to any option for fixing this problem. 

I have worked in restaurant management for 35 years and am currently an XXXX XXXX managing a group of restaurants and also responsible for developing new concepts. When the recession hit in XX/XX/XXXX/XX/XX/XXXX, the restaurant industry was one of the first victims, as fewer people would dine out. I soon found myself out of work for the first time in my life, and it would take me two years to find a job. My wife was able to find work, but she was underemployed and not making muchwe literally just had enough for food and utilities for over a year. Once I regained employment and was able to earn a good living again I began trying to contact my lender at the time XXXX, to discuss homeowner assistance programs. However, XXXX wanted nothing to do methey would not return calls, they would not assign a point of contact, they would not conduct a review. Our finances continued to improve as my wife found work as a para-professional. 

We continued to try and resolve this matter and prevent our home from being auctioned. The loan was transferred to Rushmore and as explained we tried but could not make any headway. We then received a letter in XX/XX/XXXX telling us that we would be modified with a monthly payment of {$2600.00} but we needed to make a $ XXXX down payment. We could not afford the down payment but wanted to at least start a conversation or negotiation, but again when we called Rushmore no one picked up, no returned phone calls, no assigned account manager. Instead of actually working with a homeowner Rushmore set a foreclosure sale date. 

We have the necessary income to afford a fair and reasonable payment. We want to do whatever we can to make this right, but getting a last minute letter with a demand for $ XXXX in order to receive a modification is not something we can afford at this time. We want Rushmore to review our current and correct financial information and come up with a plan that makes sense for both sides. I realize the delinquent amount, but there are various ways the loan could be restructured or modified so that this could work. I am making a nice living as an Area Director as well as my wifes employment -- -we can make a mortgage payment.

Company response to consumer: Closed with explanation