Consumer complaint received 2019-05-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: RUSHMORE LOAN MANAGEMENT SERVICES LLC
State: FL

Complaint narrative:
Most of the information in regards to this complaint are written on the legal binding documents that were submitted to you buy me from Rushmore loan Management Services LLC.. Received documentation from Rushmore loan Management Services LLC insurance department asking if I had my own policy, if not lenders place policy would be added. Called the insurance department as soon as I received the FIRST letter and told them it would have to be lenders placed the representative stated she would document the account now and lenders placed insurance would be added. But I keep getting letters asking for my insurance information. Talked to Rushmore loan Management Services LLC representative XXXX XXXX on XXXX XXXX in regards to my escrow due to a change in the amount of my lenders placed Insurance policy. XXXX XXXX told me that an escrow analysis was being ran and to call back on XX/XX/2019. I spoke with XXXX XXXX on XX/XX/2019 and he stated that the information given to me by XXXX XXXX was not true and did not see an escrow analysis being ran. After receiving a letter dated XX/XX/2019 I called Rushmore loan Management Services LLC and spoke with representative XXXX. She verified that my homeowners insurance policy was {$780.00} annually and the taxes were the correct amount and I would be receiving another letter XX/XX/2019 with my evidence of insurance. XXXX also stating that my monthly payment would be around {$370.00} and I will receive a refund of {$2400.00}. After receiving the letter dated XX/XX/2019 I talked with XXXX on XX/XX/2019 again at Rushmore loan Management Services LLC. XXXX stated the information is not uploaded yet but she would escalate it to do so and call me back on XX/XX/2019. XXXX from Rushmore loan Management Services LLC did call me back on XX/XX/2019 and stated the escrow analysis is being ran and has been ESCALATED due to the fact that I notified the insurance company to go ahead and place lenders Placed insurance. XXXX stated the escrow analysis would be done XX/XX/XXXX or XXXX of 2019 and the escrow analysis and REFUND check would be mailed that day. I called Rushmore loan Management Services LLC late in the evening on XX/XX/2019 and spoke with XXXX whom stated escrow was still being ran. I called right back and spoke with XXXX at Rushmore loan Management Services LLC who stated that XXXX did not do her job correctly and XXXX had to escalate the escrow analysis so now my escrow analysis will not be finished till XX/XX/2019. I have received nothing but false and misleading information from the representatives at Rushmore loan Management Services LLC and representatives that omit factual information in regards to my mortgage. This is the second complaint I have filed they did not post my XXXX XXXX payment for FOUR days even though I paid extra for money in minutes but thanks to the cfpb my payment was posted as soon as my complaint went through. I feel that Rushmore loan Management Services LLC should have ran an escrow analysis last month or the month before due to the fact that I gave them the information and told them to go ahead and do lenders placed insurance. The letters I am receiving from the insurance conflict with each other and do not make any sense as you can see with the legal binding documents I have sent. I feel Rushmore loan Management Services LLC is refusing with malicious intent to not give me my refund and lower my monthly mortgage payments. I read in one of the letters that the new lender and mortgage servicer which is Rushmore loan Management Services LLC has 45 days to place lenders placed insurance if I do not provide my own. That date would have been XX/XX/2019. I feel like I am being sabotaged by Rushmore loan Management Services LLC in regards to MY escrow refund and my lower monthly payments. I want my refund on the date they stated which was XX/XX/2019 but I have a feeling they'll just come up with another excuse in regards to why it has not been issued. I want my refund through my escrow sent to me now. Rushmore loan Management Services LLC has had ample time to service this mortgage correctly. They went over the 45 days of sending the legal documentation I need on a mortgage I am paying for.

Company response to consumer: Closed with explanation