Rushmore Loan Management Services
reviews and complaints

If I could say zero I would! I've never worked with a loan company so incompetent! After my fiance lost his job I needed a loan to pay my power bill to keep it from being disconnected. I applied online and accepted. Then when I didn't get my money I called and they messed up the routing number so I had to wait 3-5 days for the funds to come back to them! For they're mistake! So then I call back after they received the funds back and then they said they canceled my application because they don't work with my bank! After talking to multiple people and supervisors! I have never had an experience this bad with a loan company! DO NOT WORK WITH THIS COMPANY!

Watch this company! I received notice from my prior mortgagee that my loan was being transferred to Rushmore Loan Services. I was also advised that I would receive a welcome package with further information regarding Rushmore. In February , my loan was transferred to Rushmore. The first letter that I received from them was a delinquency notice. I called Rushmore in disbelief that they not only failed to confirm my final payment to the prior mortgagee, but they sent a delinquency notice instead of a welcome package. I was advised to disregard that initial letter, and I finally received the welcome packet three weeks into the month. A few days later, I received another delinquency letter followed by a third party vendor placing a contact notice on my front door. Please note that this was after I initiated a call to Rushmore to request a welcome packet and to confirm all my contact information. In brief, this company failed to provide quality service, and they "rushed" to use what I consider aggressive, bad-faith, and predatory actions to secure funds on a new account. I would advise all parties to document each call, pay electronically, and notify the appropriate regulatory agency if necessary.

First off, I have never reviewed a company on the ComplaintsBoard.com website but Rushmore loan management deserves a 0 star rating. Rushmore bought my mortgage a few years ago. I have never missed a payment or even been late on a payment. For my last payment I called and got the payoff amount and sent them a wester union payment on March 27 for 93.96. I called Rushmore and was told they received the payment and that it would take 30 to 60 days for the process to be complete. I then got a bill in April saying that I owed an additional 20.85. I called and disputed and they said it would be taken care off. It is now June 1 and I have heard nothing and so I called them and they said that my payment had only been received on May 21. I asked to speak to a manager and he never could tell me why it had taken them almost 60 days to process my payment. I am now told that it will take an additional 60 days because it has to be filed with my county and there is nothing they can do to speed that up. Each time I have called I have had to spend at least 45 minutes on the phone. This is very poor business. If you have a choice never do business with them. And if your loan has been bought by them you need to see about refinancing it with a more reputable company.

This loan service is the worst I have ever been with. If I could refinance my mortgage through a different company I would, but it has only been a year and a few months and it does not make financial sense. Over the course of the last 3 months I have received numerous letters informing me that I do not have insurance coverage on my property and that *** is going to purchase a policy for me. I have great standing with *** and they assure me that I do in fact have coverage. I have had *** as well as myself send insurance information to ***. Each month *** sends me a different letter that says I am now missing coverage from a certain date to a certain date, which very clearly in my insurance policy, I had coverage. I sent them a copy of the information as well as had *** send them the information needed. Now, this month, I get *** letter saying that from a certain date to a certain date I did not have *** insurance! This is getting absolutely ridiculous. I have never dealt with a company with such incompetents ever before. I encourage the ComplaintsBoard.com to look into this company to find out how many people they are falsely charging for "not having insurance coverage" when they very clearly do have coverage.

As a Mortgage company, they are run of the mill, their online platform feels like the latest version of netscape navigator. Their customer service is not a service at all. Quite literally one of their customer service representative had a rooster crowing in the background interrupting the session. (Its funny I know and understand the comedy of it all) however; not only was I put off about the professionalism of the rooster crowing, but the english level of their service representatives. I'm all for globalism. I can not speak 2 languages; I wish I had the time and the need to learn another language because I respect all those who speak multiple languages. However, they named their mortgage company after a national monument, and the majority of their business is in english speaking countries, they should have, at the least some level of effort put into english language training for their cost efficient overseas employees. I dealt with three service employees that simply could not speak English. Making it hard to communicate the fact that Rushmore stole money from me. Now. I paid off my mortgage in full on 4/24. $0.00 Balance on 4/25. Rushmore then debited my account on 5/1 for another mortgage payment. It is now 5/25 and they have not refunded my money. In the country with the national monument that they named themselves after that is called stealing.

They just bought my mortgage, and I've already had to call them 3 times. First off, they have the wrong address. My street name has a word like "drive" or "circle" as part of it, for example "123 streetsweeper dr" (made up example, obviously). Their algorithm "corrected" it to "123 Stsweeper dr". I assumed that would give me trouble down the road at some point, so immediately called to correct it. The woman on the phone was very difficult to hear and understand, but we got through it. When I next saw correspondence from them, the line of my street had been changed... to STREETSWEEPER. no number, no drive. *facepalm*. I called again, and was disconnected halfway through the call. I called back yet again, and tried to explain to the woman who answered what the issue was. She was also difficult to hear and understand due to the phone system, not due to accent. There's always a few second delay. While on the phone, the first customer rep was still in the system trying to change my address. Which, fortunately, seems to have worked? I don't know for sure because I have to wait a month until I get a confirmation letter. JFC. My first payment is due today. I've set up recurring payments through my account, but they haven't yet taken out the money. I tried to make a 1 time payment and am also having problems doing that. Sounds like this is just the start of my troubles with Rushmore...

Refinanced my home with Embrace Home Loans,who uses Rushmore as their loan servicer.(in actuality,by their own repeated statements--Rushmore is a DEBT COLLECTION AGENCY)I have submitted 2 payments thus far,and twice---despite including the payment stub from their own statement, in the exact amount of my mortgage payment--they've arbitrarily applied my mortgage payment as a principle curtailment.NOTHING on my payments even hints at that!1 customer service rep advised me not to pay ahead.Took her advice,mailed in the next payment within a 2 week window of payment due.They did the same thing!I wouldn't be as incensed if it didn't require minimum phone time of an hour or more each time for them to be notified.It's like no one works there...I have a job,and don't have the time required to future around waiting for their customer service to explain how to correct their error---and the capper?They misapply the funds in a nanosecond.Corrections/reversals take 3 business days---THEIR RULES.My assumption is that this is some bizarre stall tactic --so that their next step is to claim the payment delinquent.Not sure what their motives are other than sleazy ripoff.I sure wish Embrace had contracted with a more responsive,accurate and available servicing company.This is just my review and opinion;however,I will be taking the facts of my experience to the proper authorities within my state,and consumer protection agencies.Steer clear if you have a say in the matter.I did not.

California Attorney General's Office should investigate this company for fraudulent practices such as listing false information on statements, increasing monthly payments without explanation, and refusing to send back escrow payments. All the while insisting there is pre-payment penalty for the loan when in fact there is none, by the loan terms. Saying that they're going to expedite the request for returning the escrow payment after the house sold - when in fact their expedited requests take up to 30 days. For example, my mom has been calling every month to remove their false listing on the statement that there is prepayment penalty when there wasn't. For 14 months she has been calling them to remove this false information but they knowingly and recklessly insisted on listing this false information. Then she had to call her original loan company and get the original note and send them a scanned copy of it. Even then, they didn't remove the false information. Burdened by this company's fraudulent practices, along with other difficulties, she sold the house at a loss - for a much reduced price. Even after the house is sold, they continued to hold onto the escrow amount and insisted on knowing if she refinanced or sold her house - although the loan is fully paid off - they refuse to send a zero balance letter. This company is established by fraudulent people with the intent to cheat customers and it is inconceivable that the state of California should allow this company to exist.

I would rate them negative if I was allowed. They just purchased my mortage from a previous lender as of March 2. I was to receive a welcome packet and a temporary payment voucher to make a payment. However I had no communication or correspondence from them until tonight March 12th. A rep from them called polite and verified all my info and I got info to make a payment online because they charge a fee with a rep. The rep told me how to get a login and she'd notate I was making a payment. Now I was late with 1 payment from the previous month and when my wife loged on to pay it wouldn't allow to pay just past due amount. So I called them directly and explained what I was trying to do. The rep was argumentative so I requested a supervisor. The supervisor came on and I tried to explain the situation and all I wanted to do was pay my past due payment without a fee and without mailing like the rep rudely told me. Needless to say the supervisor wasn't anymore help than the rep. All she wanted to do was argue about when I would make am additional payment. I told her I didn't have a date I was waiting on a tax refund to come in. She then asked if I had a job because if I did why did I need to wait on my tax refund. I told her it was irrelevant and did she want to accept my payment. She continued to try to argue about my reason for deliqiency after several times refusing to give it I gave up and told the supervisor I would just mail them a check and they could just wait on the mail and hung up

If I could give them a zero I would. Horrible company to do business with. I recently lost my husband and till this day I am having difficulty settling all ties with this company. After the passing of my husband, I became the successor of his estate I provided all requested documentation to show I am now over all affairs. Just to get this completed, I sent all documentation via fax. Call to verify they received it and they said they did not receive. I sent everything a second time, received mail in my name confirming receipt, yet when I called they still had not received documentation. I had to escalate this to manager who finally had me email everything over to him. Second issue, I sold the property and need them to send payoff information to closing attorney. Gave me a hassle because someone did not update their system I was successor for me to be authorized to request a payoff. Took several days for them to clear up their error and get payoff to attorney. Third *** I am due an escrow refund. Prior to them sending it, I specifically asked them take sure it was payable to me as successor of the estate. I did this request two times and was assured it will be done. Received refund check in my deceased husband name. Another inconvenience, I called them and they are having me wait another month to get a new refund check payable in my name. Unsure why I have to wait this long considering they are paid off and my name is on the account as successor and authorized person on the account. Still waiting... so stay far away from this company. Unprofessional and inconsiderate. Just plain bad customer service. Worse exeprience ever.

Worst company ever! Deceitful, manipulative and contradicting are the only words to describe this company. How ComplaintsBoard.com rates this company must purely being on legal filings and paying bills. A year and a half ago when I was going through financial difficulty they convinced me that the only choice I had to retain my home was a loan modification that in the end took over 4 months to complete and when it was over they nearly doubled my interest rate and increased the over all loan for the three back payments that were do prior. My monthly premium increased by several hundred dollars and my paid interest doubled from 2018 at $9000+ to over $18,000 in 2019, I had asked if I could pay the back payments off over the next 12 months which was approximately $7,700 they refused and said they had no options for back pay accept for me to pay it off then and their. Instead secured more than what I owed over 2019 and will continue to have increased their annual profits by that amount until I can finally refinance with another bank. Furthermore the case worker wouldn't respond for weeks at a time, I finally reached a manager that finished my modification. Over the next year as I was attempting to improve my credit rating I made request after request for them to report my timely payments. It has been nearly two years since the modification and I have not made one late payment yet they just started reporting my mortgage payments to the credit bureaus two months ago and only after I threatened legal action. They have made a clear and evident attempt of suppressing customer credit scores to lock them in to unreasonable terms for as long as they can.

My mortgage was sold to RushmoreLoan. The Sale happened in July and since the day of the sale, I have had nothing but nightmares dealing with them. Here are the issues I have faced: - The first communication that we received from them was a delinquent notice. (I have a credit score of 820, never delinquent on any payment). - We made the payment and brought the account up-to-date and after that, we received 4-5 delinquent notices even when the account was not delinquent. - Next communication we receive from them is about missing Property Insurance. We have an active policy and Rushmore never updated their system. - Reached out to my insurance company and they mentioned that they reached out to Rushmore in September for payment due in December. Rushmore never acknowledged the communication and sent a letter to the customer (me) threatening them that Rushmore will buy any insurance and I will have to bear the cost of their lack of business sense. In calling their department, they confirmed that it may have gone to customer service but the insurance department never received any information from the insurance company. Now I have to pay the insurance company out of my pocket and work with Rushmore to send the money back to me from escrow. They are a pathetic company and I will soon be refinancing out to some other lender who knows what they are doing. It doesn't take 6 months for a mortgage provider to get their documents including the insurance papers inline. That is a red flag for me... I hope ComplaintsBoard.com looks into their business process and scrutinizes them and penalize them for their lack of customer service and business processes. If I could, I would give them 0 stars

I would like to know why it is taking so long to resolve the homeowner's (fire) insurance claim submitted by my mother due to her house 4-alarm house fire and resulting damage on Dec 22, 2019. The assigned Rushmore customer care agent is/has been very non-responsive and never seems to receive necessary paperwork that has been emailed, faxed or communicated with her numerous times nor does she reach out to return calls or respond to emails. We have to constantly call her to check if an item has been received, only to have her say no or it went to the wrong location or person and we have to send again. I have once again tonight (after getting off from my shift at work), sat down to submit and email proof of paperwork and documents-estimate from restoration company. Therefore, I am filing this complaint with the ComplaintsBoard.com as the business/settlement practices of Rushmore Loan Management Services in settling this matter are unsatisfactory, unacceptable, causing undue stress and strain on my mother and simply taking an extreme amount of time as she attempts to have her home repaired so that she can move back in and return to her home. It seems as if her case is not receiving the care, concern and expediency that it should. My mother is ***. I recognize national challenges due to current covid pandemic; however, it seems now Rushmore is taking advantage of my mother. Her Rushmore Rep is Jessica, who I also sent an email tonight indicating I would be reaching out to the ComplaintsBoard.com regarding this matter. Therefore, as it currently stands, Rushmore receives zero (0) stars...if the situation is resolved or explained, perhaps the recommendation can be upgraded; however present Rushmore customer service is substandard. Sincerely

I am a 71-year-old senior citizen that has been out of my house impacted by the Winter Freeze which causes the Homeowner to be out of the house since February 27. My insurance mail a supplement checks payable to myself and Rushmore Mortgage to complete the last 45% for the house in order to get back to normalcy. I need to start the final repairs to get my house back that I pay the mortgage and insurance on faithfully, but the mortgagee (Rushmore *** will not release any funds for this project. I sent Rushmore Loss and Draft Services (RLDS) a check for $50,000 for the Contractor to start their work on October 4, to get me back into my house around December 10. The insurance *** instructed the Homeowner to pay the contractor to get started $26,000 which is stated in the Contractor's bid the insurance *** approved so they can get started. RLDS will not release the $26,000 for the contractor to get started. RLDS-*** has asked and received documentations that she claims are needed to get the process going to release the check and still has not release the contractor's start-up ($26,000) check. When *** is asked a question concerning this check she repeats herself giving information already given and when you pinpoint her to give a specific answer, her remarks will be either RLDS's policy and procedures for handling a situation like myself will not allow her to provide an acceptable response or she has to talk to her lead to get the answer but refuse to pay the contractor the $26,000 the insurance allocated to get the repairs completed. There is no documentation given to the Homeowner of what she is going to do or the ***'s policy and procedures, but told our call is recorded for training purposes. Please let me know what steps I needs to take to get Rushmore to release the $26,000 the Contractor is needing to get the repairs started. The Homeowner is under the care of physicians because of blood pressure ranging from 168/103 to 178/108 since October 15, and presently are not health wise able to keep fighting to get the home repair and the release of $26,000 to the contractor. The mortgagee should not have this type of authority by law to hold up a process of home repairs as if they are paying the insurance premium which slow down the process.

I am sorry there isn't an option for 0 stars. I refinanced my home in the Summer of 2019 with a mortgage company I have used before and I loved dealing with them. Unfortunately, Rushmore bought my mortgage and the first mortgage payment was due December 1; I followed Rushmore's instructions on where to send the mortgage payment. A few weeks later I started getting threatening collection calls from representatives saying Rushmore had not received my payment and I needed to pay it immediately. I checked with my bank and the mortgage payment hadn't yet cleared in mid-December. I receive several calls after the initial threat saying they could foreclose on my house if I did not pay immediately. I followed up with Rushmore in January and was told Rushmore had received my payment but Rushmore had not been processed yet. I spent numerous hours on the phone dealing with Rushmore. Currently, I am in need of an Acknowledgment Letter from Rushmore for a matter that needs/needed a timely response. Rushmore's Representative assured me that I would receive this necessary Letter by August 7. I have followed up at least three times with Rushmore and on one such call I was told that Rushmore Representative told me Rushmore had apparently lost my information; the Rushmore Representative said he would expedite the request and would check on it daily - I would receive the Letter within 15 days. That date came and went so I called Rushmore 15 days later and requested to speak to that Representative and he did not remember any of our conversation. At the advise of my attorney I wrote a letter to Rushmore which I did. I researched what the state and federal law was before I wrote the letter and found both a Federal and State Code and both were pretty clear that Rushmore, any mortgage company, needed to comply with a written Request. I still have not received the needed Letter, 3-months after my initial written request, which Rushmore confirmed they received in June. It appears Rushmore does not keep notes of conversations with Rushmore Representatives. Rushmore's recorded message says the conversation will be recorded - I can only hope Rushmore does record those conversation, but in my dealing with Rushmore they have lied about everything else so I don't trust they do record phone inquiries. Rushmore is untrustworthy, dishonest, a scam, incompetent, immoral, oh I could go on and on...

I was a customer of Rushmore for an extended period of time and then they sold my loan to a substandard lender. That was their first screw-up. Then I attempted to go online to secure my 1098 for tax purposes but, they revoke your ability to access your account once the kick you to the curb. Screw-up#2.

I called to asked if the could send me my 1098 which they did by email but I learned you only have 7 days to access it then it expires.

I had to call again (just hung up the phone) and was told that due my loan being paid/closed, they're unable to email it, they have to send it via regular mail.

I told the woman, they recently emailed it to me and my account was closed then as well. Then I hear..Ummm, ahhh, ummm.

Talk about a bunch of incompetent [censored] a$$holes!

Rushmore is a bottom of the barrel lender who hires a bunch of halfwit losers. That includes management

My wife and I are in the process of selling a house and moving to a new city for my work. We have discovered that the VOM (Verification of Mortgage) that was requested by our new lender from our current lender (Rushmore) shows that our mortgage loan is in forbearance. My wife and I have never initiated, requested, or approved for our mortgage loan to be in forbearance. We faithfully pay our mortgage each and every month. Our new lender asked us to obtain a formal letter from Rushmore stating that our account is not in forbearance. We have now contacted Rushmore 10 times with no success. I first tried to accomplish this via on line chat, twice. This never worked. Then we started making phone calls and have spoken with at least 3 different supervisors. Every time we call them, we are assured that the letter we requested will be sent via fax that same day. We cannot close on our house until we have this one last document from Rushmore. If what the are doing is not illegal, it is at least immoral. They are messing with our lives right now and our ability to relocate. I have requested supervisor and management intervention on their part, to no avail. We need a resolution to this and we need it immediately so we can get on with our lives.

I have accorded back in 2010 late fees of $1,120.42. I had remodified my loan. I thought that the late fees were taken away when I did that. I just noticed that they weren't. I called the mortgage company and asked if they can help me in anyway to waive these fees. I was told that only one fee of $66 can be waived. Shela(manager) told me that the fees were from my previous mortgage. Rushmore took it over in 2015 so they can't help me since they didn't put it on my account. I have call them numerous times now to speak to a higher manager. Apparently it is impossible to speak to a higher manager. Everytime I call they make me repeat the whole story all over again. I did some research and found out that they are horrible to everyone and never help anyone out. With times like this you would think they would be more reasonable. Everytime I had any sort of issue with them they never resolve it. This isn't the first time dealing with them. They always pay the wrong property tax and end up upping my mortgage payment. Then refund me the money back months later when I've told them they were wrong. I just got another raise payment in the mail the other day. They are doing that to me again too. HORRIBLE! My next step if this doesn't get resolved is going to the news.

I have paid off my mortgage with Rushmore Loan Management. I have been requesting the "Original Promissory Note" showing "Cancelled" for approx. 5 months now. The assignments on my loan, inaccuracies and improper filings have made a mess of my property. Without this note I will be unable to sell my home. I am entitled to it. Rushmore keeps posturing, making me wait weeks after every call just to send me the wrong documents. The final straw being they wrote me a "Note" on "Their" letterhead saying my loan is paid. This is not acceptable. I require this document showing it has been cancelled just like they required it to collect on the mortgage. I have spent thousands on attorneys fees trying to straighten out my property. This is my last attempt before involving the courts. I hope the ComplaintsBoard.com can help me with this matter. It is my legal right to be provided with this "Cancelled Promissory Note" the original note I signed 16 years ago. They would have not been able to foreclose on my property without it if I had defaulted. But I paid faithfully and now I am being denied the 1 form that will enable me to clear all errors with assignments and lot issues. It is urgent that I get this document from them. I have done everything in my power to obtain it to no avail.

Rushmore Loan Management Services serviced our mortgage under Loan #***. The account holder is my deceased husband (***). My name is *** (***) ***. On November 23rd, I sold the property which carried a mortgage serviced by Rushmore Loan Management Services. When I sold the property, there was a remaining Escrow Balance held by Rushmore totaling $488.20 that is owed to me after the debt was resolved from the sale of the home. On December 1st, I had confirmed with an agent that my name was added to the account and a check would be mailed to me, under my name. However, we received the check issued to my late husband, which we cannot deposit. Therefore, we re-engaged with Rushmore, speaking with another agent. At that time, they requested we send the check back to Rushmore, as well as writing a letter and signing it, stating I am the executor for the account. We provided that on December 21st. We didn't hear anything until January 7th, where it was stated the letter we provided was not sufficient. We again contacted Rushmore and spoke with a Customer Service Supervisor (Earl) on January 8th. He confirmed additional documentation was needed, but was unable to provide what that documentation needed to be. After our call, I proceeded to provide a copy of an attorney prepared, signed, and notarized Affidavit of Heirship and Corroborating Affidavit used to sell the home. A week has passed and nothing has been resolved with Rushmore Loan Management Services.

This company is now following the law or acting in good faith - We received your complaint. Thank you. We will review your complaint. Depending on what we find, we will typically: Send your complaint to the company for a response; or Send your complaint to another state or federal agency, or help you get in touch with your state or local consumer protection office; or Let you know if we need more information to continue our work. YOUR COMPLAINT Rushmore Loan Management Services has a mortgage held by my deceased father. I have submitted executor document to them and on Oct 9 2020 they finally confirmed they had received it after several attempts to send this over the course a week and each time they would say it was not received. So on Oct 9 they told us they because the mortgage was more than ONE month behind it would take several days for them to give us a payoff. We were told it would be completed by Oct 15 COB and that I could call on Oct 16 to get the payoff. I have called today and I am being told I have wait an additional 24-48 hours because according to her records the payoff was submitted yesterday (15 Oct). They sent us a letter saying we have been assigned a specific person named Allejandro and he will not answer the phone or return voicemails. This company should be SHUTDOWN. All you have to do is check out the numerous reviews of them online. You can also contact my attorney's office who has also tried to get a payoff from them. Ask for Heather R *** at

Our Mortgage was sold to Rushmore in the fall. I set up automatic payments from our checking account. 1st payment in December was returned because our checking account was not found. I went over the info with the woman I spoke to. She asked me if there were any other numbers on the nottom of the check. I told her just the check number and she insisted I had to put the 0 on that was also on the check. I tried to explain to her that was part of the check number and did not belong with the account.and that was why my payment was returned. I followed her instructions being it was her loan company. They processed the payment again, again returned. I checked with our bank. There had been no action by this agency to our account. Because it was almost 2 months behind at this point, I made a payment over the phone for December and January. The payment was processed without any problems. The gentleman I spoke with went over the online payment system with and assured that it was all set. My February payment was scheduled to come out on February 14,2021. I called on the 11th to make sure being a weekend that it was all set. On Feb 17th, I checked my bank. The payment had not come out. I called my bank as well As Rushmore several times during the week. Rushmore kept assuring I was all set. I looked at my account and saw the payment was returned again. I spoke with our bank and where we have several other automatic payments without a problem, it is something on their end. I was able to make the payment over the phone and will continue to do so to ensure that payments are made on time.

We had property damage due to a storm back in April. Our insurance did an assessment and determined we needed a new roof among other repairs. We received a check to have the work done, but needed our primary lender (***) & secondary lender (Rushmore - purchased from ***) both endorse the check. *** endorsed it with no issue, and so we sent it off to Rushmore. They refused to endorse it until after we had so they could monitor the funds. I explained to them several times on the phone that *** would be monitoring the funds. They then told me that if I sent the check back, along with a letter from *** that they were monitoring the loan, they would endorse it. In early October, *** sent a letter stating they would be monitoring the loan, along with the check. Two weeks later, Rushmore sent the check back without endorsing it because my wife and I hadn't endorsed it. I called on 10/15 to understand their process, and was disconnected twice. I spent over an hour and a half trying to get an explanation. Finally, I was told that my wife and I had to endorse the check before they would so they can monitor the funds. I explained (again) that *** was monitoring the funds according to the letter they sent to Rushmore. I was told that *** had already endorsed it so it gave them (Rushmore) permission to monitor it...not sure how this makes sense when, again, *** sent a letter stating they would monitor the funds. This has been going on since April. Dealing with Rushmore is a complete nightmare! All we want is for Rushmore to endorse the check so we can get our repairs fixed.

We've been trying to refinance since Sept.2020. We were originally told we would close in October however, it took until 12/22 to get the clear to close for 12/23. We were informed less than an hour from the closing time that they still hadn't found a notary and that closing would need to be delayed. A second closing date of 12/26 was schedule and we were informed by the notary less than an hour before closing (never by the mortgage company), that the documents had never been submitted, and we were never received copies of the closing documents ourselves. So closing was postponed again. On Friday 1/8 were told we again had the clear to close and scheduled for 1/15. We were told we would have documents "shortly", on 1/8. Now we are scheduled to close again on 1/15 and had made it clear that we would need the documents to review by 1/13 in order to close on that date; we were told on 1/8 this would be fine. We were promised twice today (1/13) that the documents would be sent and they never were. Now the closing on 1/15 is going to have to be cancelled as well. We have had to address with them several times that our loan amount is significantly higher than it should be, and we have yet to see corrected documents. We have invested money in appraisal fees and passed by opportunities to refinance with other companies at low rates. In addition to the refinancing issues, on 12/15 we paid additional money that should have been paid to our principal, and instead the company with no direction from us, used the money to pay towards the next month's payment. We have spent hours on the phone and sending emails trying to chase people down and getting long response times. We have been trying to refinance with them for 4 months now. We have rearranged our schedules several times for closings (which never happened) including leaving work early, arranging child care and have invested time in reviewing various rounds of documentation and communicating with loan officers.

When Covid19 hit in March, I requested a deferment for 3 months because my husband started a small business and everything was uncertain with No customers walking in or phone calls. After Covid 19 allowed businesses to reopen, our business did not have to shutdown so we were in a position to resume regular payments before the pandemic. We skipped March, April, May because of deferment but we have paid on time since then from June, July, August, etc. Last month I get a packet that I requested a loan modification which I never requested. I called customer care to explain the letter and modification application. Customer care said they will cancel the modification/second deferment in the system and I account is good, just continue with my payments. Last week I get a call that I'm 3 months late for Aug, Sept and October from customer service and I tell them that cant be true, Ive been making payments for the last 5 months since the first deferment. Customer care said I stil have to pay for Aug, Sept and October full payments because it looks like I cancelled the original deferment. I am so upset that your customer care representatives are always giving out false information and creating more problems and they don't understand anything anytime I call in. They assure me that everything i ok, but every week there is a new problem. Rushmore told me my 3 deferred payments will automatically go to the back of the loan but just pay the escrow for those 3 months which I did. Now you're telling me I need to pay $6500 so I just paid it on 10/31. It was withdrawn from my account, but you only applied about $4000 of my payment, so what happened to the other $2500 payment that was pulled out that same day? Again your customer care couldnt explain what happened. Secondly, why am I paying for escrow on these 3 payments when I already paid escrow for those 3 months before. Everytime I ask for a manager to review and look deeper into my file, there's No manager that can solv

My mortgage was transferred to Rushmore effective April 1. Unfortunately, it was very bad timing. Covid-19 greatly impacted my industry which resulted in a substantial decrease in my income. In March, I was approved for a forbearance from my previous lender. I received a letter shortly afterwards indicating that future payments would be made to Rushmore. I contacted Rushmore & was assured that the forbearance would be honored, & payments resume on July 1st. I was hoping that the forbearance payments would be simply moved to the back of the loan. However, the only option I was given was to pay the full forbearance *** or complete a modification. I called several times & spoke with multiple agents. Each time, I explained that I DIDNT want to modify my loan. I simply wanted the forbearance payments moved to the rear of my loan. Other mortgage lenders were doing it with no problem. Sadly, the only other remedy offered was paying the forbearance in full. I didnt understand how they expected someone whose been financially impacted by a global pandemic to pay several thousand dollars all at once. Each time I called; I was told that theyd submit my request to their INVESTORS. I pled my case & provided supporting documentation. The final result took several mths. I was compelled to either accept the modification offer or come up with the full forbearance *** The modification offered wouldve increased my interest by 1.5% or another $200/mth. I decided that it wasnt in my familys best interest to have $200/mth tacked onto our mortgage. I borrowed the funds from my retirement to pay the forbearance. In Sept., I processed a payment to Rushmore for $8608.80. My balance only decreased approx. $2000. Where did the other $6000 go? I received an Experian alert today stating that a substantial balance increase was reported. It showed that my Rushmore balance went up approx. $2700. Since Sept., Ive paid over $11,500, but my balance is higher than it was a few months ago.

I've talked to over 30 people (names and dates documented) and tried on several occasions to try and rectify this situation. They only call you with robo calls (outside of supposed business hours) And there is a slim to none chance that you can get through when you call during said business hours. I was unaware that *** sold my $50k LOC to this company until they showed up at my house one Sunday morning to post a foreclosure notice. I immediately contacted them and was told I had to pay $15k (missed payments) to reinstate my loan. They denied that and then told me I had to pay $30k to reinstate. In the end, I had to pay $61k ($11k over what my original loan was), just to get my house out of foreclosure. I've now been forced to sell the only home I've ever been in (45 years) just to pay back my only living relative the money that he fortunately could loan me to do this. They haven't released the title back to me so, I couldn't pay my property taxes and they are saying that I still owe every penny of the original loan. Some how, over $30k has just vanished and none of that money was put towards my loan? I understand paying the amount of payments I missed and paying the property taxes back that they paid but, saying there are over $30k in fees is asinine. They constantly move the goal post and make it damn near impossible. The trauma that this horrific excuse of a company has caused me is unspeakable. Even in a worldwide pandemic and explaining all the other hardships (which they asked me to do), they will put you on the street before working with you to modify your loan of having any forgiveness, and won't even think twice. This is the most unprofessional and disorganized (no one has a clue whats going on) company that I've ever dealt with. I would think $50k would be small potatoes in the grand scheme of things but, considering these crooks are simply out to get money, it doesn't surprise me that they would put people out rather than work towards a resolution.