Consumer complaint received 2022-01-19 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: KY

Complaint narrative:
On XX/XX/XXXX, we paid off our mortgage to Rushmore Loan Management Services for the amount of {$190000.00}. 

After a month, we had not received the Release of Mortgage/Lien on the property. We call XXXX on numerous occasions ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX ). Each phone call was a lengthy process of being passed from one customer service rep to another and many times even advancing to supervisors. Each time, we were told it was under review and being sent. 

On XX/XX/XXXX, we received a notice of transmittal of release of mortgage along with the copy of the release and that the original was sent to our local county recording clerk. This submittal to our clerk would release the lien on our property, thus allowing us to make financial steps and decisions with estate planning, equity, etc. 

After calling our county clerk recorder, they stated they never received the release and we provided them with our copy, but they stated that they must have the " original '' on file. 

We contacted XXXX on XX/XX/XXXX and they stated that we had to request " in writing '' for them to resubmit this document of release of mortgage to our county recorder. 

We contacted our attorney and he submitted this written request on XX/XX/XXXX on our behalf. On XX/XX/XXXX, we contacted XXXX and they agreed that they had received the written request and would act accordingly. 

On XX/XX/XXXX, we contacted XXXX again, because our county clerk still had not received the original document. 

On XX/XX/XXXX we received a letter from XXXX dated XX/XX/XXXX that they received our written request. On XX/XX/XXXX we received a letter dated XX/XX/XXXX stating they they were enclosing a copy for us of our Release of Mortgage. They did not state that they would send it to our county clerk even though we gave all contact information to them in our attorney 's letter. They just sent us another copy. So, our written request was essentially denied and the lien release was not sent to our county clerk recorder. 

On XX/XX/XXXX, we contacted XXXX again and again moved up the chain of representatives to a supervisor and we were told, it was sent on XX/XX/XXXX. 

On XX/XX/XXXX we called again and then another manager representative told us it was NOT sent and that their " loan vendor '' was being contact to get another copy sent. During this conversation with the supervising manager, he did state that XXXX did violate the Kentucky Resident 30 day policy on releasing mortgages. 

So, as of today, XX/XX/XXXX, we are over 4 months in waiting for our mortgage lien to be released from XXXX. Numerous attempts have been made by us. We never failed to pay our monthly installments. And, now that we have paid off the debt, we can not get the mortgage company to release the lien. 

As stated, we are in a financial limbo. XXXX has violated their 30 day policy with us. We can not get answers. We can not get the release sent. 

We are asking help from the CFPB to contact Rushmore Loan Management Services to expedite the release of our mortgage that was done over 4 months ago in XXXX of XXXX. 

Thank you.

Company response to consumer: Closed with explanation