Mortgage -- Trouble during payment process -- Complaint #5060435

Complaint Overview

Complaint ID: 5060435

Company: Rushmore Loan Management Services LLC

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Trouble during payment process

State: New Jersey

ZIP Code: 08046

Date Received: 2022-01-02T12:00:00-05:00

Date Sent to Company: 2022-01-02T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

I was awarded mortgage assistance through my state due to the pandemic in XX/XX/2021. My award was transferred to my county for disbursement. On XX/XX/2021, I was contacted by Mr. XXXX XXXX who works for the Department of Human Services, XXXX County advising that he has been unable to get in touch with my mortgage servicer, Rushmore Loan Management, in reference to them signing a state required purchase order for the funds to be electronically sent to them. Mr. XXXX sent me a form, informing Rushmore that I authorized my state to perform this action on my behalf. On XX/XX/2021, XXXX XXXX advised that he still had not heard from Rushmore in reference to the payment. On XX/XX/2021, I spoke with a customer service manager who assured me the information was received, gave that person both Mr. XXXX 's fax number and my email address to forward the paperwork once complete. On XX/XX/2021 I spoke to another customer service representative who assured me that the form would be going out that day. On XX/XX/2021, Mr. XXXX reached out to me advising that the paperwork had still not been received on his end. On XX/XX/2021, Mr. XXXX and I both spoke to a representative named XXXX ' who informed us that both the paperwork and account were under review for possible denial? Again she took Mr. XXXX 's fax number and assured us someone would follow up. On XX/XX/2021, I spoke to another customer service representative who said there was no update and also no notes from our previous conversation with XXXX '. On XX/XX/2021, I called and was once again told there was no update. On XX/XX/2021 Mr. XXXX resent the paperwork via fax and email to XXXX. On XX/XX/2021 I called and spoke to 'XXXX XXXX who assured me someone would call me back by the end of the day. The callback I received was automated and no update was given. On XX/XX/2021, I called and spoke to XXXX XXXX who stated that my account was under review and I should have an answer by XX/XX/2021 BUT also advised that I call back on XX/XX/2021 for an update. The representative ended the call abruptly. On XX/XX/2021 I called and spoke to XXXX ' again who informed me that the incorrect department received my paperwork on XX/XX/2021 but assured me that the paperwork was in the correct department now. The case had been closed by the incorrect department on XX/XX/2021 and that processing would take another 3-5 business days. She informed me of my total amount due ( which by this point is almost double the amount of the award ) repeatedly but also denied that I was eligible for any additional assistance. She promised to call back on XXXX XXXX. This time I waited to see if I would receive a callback. No one reached out. I am afraid that Rushmore is deliberately holding off on this paperwork to foreclose on my home. I am a single parent and can not be homeless. I am not sure where to go from here.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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