Consumer complaint received 2020-11-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: OH

Complaint narrative:
On XX/XX/2020, I filed for bankruptcy and an Official Form 108-Statement of Intent for Individual Filing under Chapter XX/XX/XXXX was faxed and mailed to Rushmore Loan Management Services LLC requesting that I wanted to " Retain the property and in enter into a Reaffirmation Agreement. '' On XX/XX/2020, I talked to the Bankruptcy Department after being transfer from the Customer Service Department at Rushmore and was told I needed a letter on letterhead paper from my attorney with my property information and that I would like to enter into a " Reaffirmation Agreement ''. I talked to my attorney and he said that is not how it should work and re-faxed the Official Form 108 to Rushmore at the same number XXXX again. 
On XX/XX/2020, my Bankruptcy wasXX/XX/XXXX On XX/XX/2020, I noticed a paragraph on my monthly statements from Rushmore : " Our records shout that this loan may be subject to either a bankruptcy stay or a XX/XX/XXXX of personal liability through bankruptcy, We are sending you this statement for informational and compliance purposes only. It is not an attempt to collect a debt against you. If you want to stop receiving statements, write to us at the Correspondence address list on the next page. '' Although when I called the automated service it told me my payment for {$690.00} and the due date is always the XXXX of the month.I am still making my payments. I talked to the Customer Service Department who put me on hold to talk to the Bankruptcy department who stated that they did not have a copy of the Official Form 108 and I would need to send a letter stating my intent to enter into a Reaffirmation agreement. My attorney told me once again that Rushmore did not know what they were doing and there was no communication between the departments On XX/XX/2020, my attorney told me Rushmore should have sent a form to him concerning the reaffirmation to my loan which they didn't. Right now I am protected by the Bankruptcy but I should continue to make my payments. He also said to start a spreadsheet with the amount I paid the date paid along with a breakdown of the payment. This is in case for some reason Rushmore tried to foreclose on the loan at some point. The company is not sophisticated enough to know how to handle a bankruptcy so I need to make sure I have all my information on a spreadsheet, On XX/XX/2020, I was able to talk to the Bankruptcy Department again and was once again told to send a letter, I was told to call back the next day before XXXX XXXX  and talk to XXXX who handled my Bankruptcy for any details as they only have a few notes in their system. My attorney told me to stop " beating my head against a brick wall '' and continue with the spreadsheet. 
On XX/XX/2020, I filled out a survey from Rushmore about their Customer Service Representatives. I included all the information about what I was told by the Customer Service Department and the Bankruptcy Departments. Also included that I can get the correct information when using the automated service that would give me the dollar amount and when my payment was due. 
On XXXX XXXX, I received a phone call from Rushmore Escalated Customer Service Department concerning the survey I filled out with all the negative comments. She listen to my concerns about the Reaffirmation Agreement and that my payments for my loan were not being reported to the three Credit Bureaus. She placed me on hold to talk to the Bankruptcy Department about my concerns. She tried talking to the Bankruptcy Department but was unable to understand the person as they spoke very quietly, I had talked to the same person in the past and was unable to her understand her also. Bottom line, I either wanted a Reaffirmation agreement or my payments reported to the Credit Bureaus and she was going to do some more investigation. 
On XX/XX/2020, I received a followup call from the Rushmore Escalated Customer Service Department. I was given the same information that I needed to my attorney to send in writing that I wanted to a Reaffirmation agreement. I politely told the Representative that was not going to happen because my attorney had already sent copies of the Statement of Intention To File Under Chapter XXXX. The Customer Service Department can not see what the Bankruptcy Department can see because they are a different entity. I told her, my attorney advised me to keep a spreadsheet of a breakdown of my payments along with the confirmation number and a breakdown of my payments. This was to prevent foreclosure. She said to keep doing that since it was the advice of my attorney, She did agree the Bankruptcy Department was wrong. Also because the way the Bankruptcy Department has my loan coded, it will never be reported to the three Credit Bureaus. I explained this was not helping my FICO score but again the Bankruptcy Department Department is a different entity. I told her I filed a complaint with the XX/XX/XXXXbecause Rushmore had so many complaints about their Customer Service and Rushmore. She said she was sorry and that was all the help she could give me. 
On XX/XX/2020, I called the Escalated Customer Service Department to ask about a check I received on XX/XX/2020, I received a check from Rushmore 'FOR PAYMENT OF ESCROW TO MORTGAGOR ''. I thought the Bankruptcy Department was sending me a check because they were no longer going to pay my Real Estate taxes anymore. I was told Rushmore really did have me pay more. With my XXXX payment, I would only pay {$650.00}. 
On XX/XX/XXXX, I received an ANNUAL ESCROW ACCOUNT DISCLOSURE STATEMENT AND CHANGE OF PAYMENT NOTICE PREPARED FOR my loan number with an analysis date of XX/XX/2020 ; Because of the way loan is coded ( inactive loan ) by the Bankruptcy Department, I can not access my loan online to make payments or find out any information on my loan. I have to call the automated service to pay my loan and exit out of the automated system to get a customer service representative. 
I do not care about the Reaffirmation agreement because according to an article my attorney sent me it is best not to sign a Reaffirmation agreement as long as I keep making my payments. I would like to have my payments sent to the three Credit Bureaus to help with my FICO score. Because of the Bankruptcy, I was told my the Mortgage Loan department of my Bank, it would be 18 to 24 months before I could get a new loan but the increase in my FICO score would go a long way in shortening that time period.

Company response to consumer: Closed with explanation