Rushmore Loan Management Services LLC

Please see the attached correspondenceDear [redacted]:Rushmore Loan Management Services LLC (“Rushmore”) is responding to your correspondencesubmitted to the Revdex.com (Revdex.com) on October 4, 2016, regarding the mortgage loanaccount referenced above. Please note that Rushmore is the...

servicer of your loan and that theowner of the loan is [redacted], not in its individual capacity but solely astrustee for the [redacted]. The servicing responsibilities for the loantransferred from [redacted] to Rushmore effective May 2, 2016.A full social security number is required to set up an online account at www.rushmorelm.com.This, and other required information, is matched against the information in our system of recordto ensure the security of the online account. When calling Rushmore, only the last four digits ofthe social security number would need to be verified.Regarding your claim that there is never a live person to assist you, Rushmore last spoke to youdirectly on October 4, 2016. In addition, conversations occurred with a Rushmore representativeon September 6, 2016; September 12, 2016; September 14, 2016; and September 15, 2016.During this same time frame of September 6, 2016, through October 4, 2016, Rushmore leftnumerous messages requesting a return phone call to attempt to assist you.When your loan transferred from [redacted] to Rushmore on May 2, 2016, your accountwas due for the April 25, 2016, monthly installment of $403.01. On July 2, 2016, Rushmorereceived a partial payment of $400.00, which was not enough to satisfy the monthly installmentamount due. These funds were placed in suspense until your next payment was received on July13, 2016, in the amount of $400.00. The April 25, 2016, payment was posted at that time and theremainders of the funds were placed in suspense. The enclosed payment history will reflect that you have continued to make partial payments for less than your contractual monthly installmentamount due, which has led to funds being placed in suspense and applied once the additionalfunds necessary to complete the monthly installment amount were received.As of the date of this correspondence, the account is 2 payments delinquent and contractuallydue for the August 25, 2016, monthly installment. If you would like to discuss available paymentassistance options, please call the assigned representative:Single Point of Contact (SPOC):Name: [redacted]Direct Number: [redacted]Should you have any additional questions, please do not hesitate to contact us.Loss Mitigation DepartmentMonday through Thursday, 6:00 a.m. to 7:00 p.m. PacificFriday, 6:00 a.m. to 6:00 p.m. PacificToll-free number [redacted]As a consumer, you have the right to request the investigation documents relied upon byRushmore in making its determination. We have enclosed those documents for yourconvenience.Sincerely,Customer Correspondence DepartmentRushmore Loan Management Services LLC

Dear [redacted]:Rushmore Loan Management Services LLC (“Rushmore”) is responding to your rebuttal correspondence submitted to the Revdex.com (Revdex.com) on September 15, 2016, regarding the mortgage loan account referenced above.As stated in our previous response, Rushmore received a payoff in the amount of $294,752.35 that was posted to your account on Monday, August 1, 2016, with an effective date of Friday, July 29, 2016. The effective date indicates the date the payment was received. Although the payment was received on that day, it was after normal cash processing hours and, therefore, was not processed until the weekend. The ACH payment for the August 1, 2016, monthly installment was pre-drafted on Sunday, July 31, 2016. Any transactions processed over the weekend will not post to the account until the following business day, or August 1, 2016. Once the system was updated, the ACH was cancelled on August 2, 2016, as the account was then paid in full.Rushmore has no record of phone calls received from you on August 1, 2016, or August 23, 2016, as stated in your rebuttal. You did contact Rushmore on August 3, 2016, and the mailing address in our system was updated to reflect 854 Grears Corner, Townsend, DE 19734. This is the address used for the refund checks and from which Rushmore subsequently received returned mail. You did not contact our office to update your mailing address to 106 Airmont Drive, Middletown, DE 19709, until September 10, 2016, as stated in our previous response.Regarding the refunds checks that were returned to us, Rushmore received these checks back on August 24, 2016, and August 29, 2016, respectively. Although Rushmore experienced a slightdelay in processing, new refund checks were mailed to you via Federal Express on September 13, 2016. We apologize for any inconvenience this delay may have caused.Should you have any additional questions, please do not hesitate to contact us.Customer Service Department Monday through Thursday, 6:00 a.m. to 7:00 p.m. Pacific Friday, 6:00 a.m. to 6:00 p.m. Pacific Toll-free number 1.888.504.6700Sincerely,Customer Correspondence Department Rushmore Loan Management Services LLC

Dear [redacted]
[redacted]:  
Rushmore Loan
Management Services LLC (“Rushmore”) is in receipt of your rebuttal submitted
through the Revdex.com (“Revdex.com”) website portal on June 30, 2016,
regarding the mortgage loan account referenced above.  Rushmore has
determined that your correspondence is a Duplicative Notification of Error
and/or Request for Information.  We made
this determination because your current correspondence is substantially the
same as your previous correspondence, which Rushmore received through the
Revdex.com (“Revdex.com”) website portal on June 22, 2016, and it does not
contain new and material information. 
Rushmore complied with our obligation to respond to this matter with our
previous correspondence to you, which was sent on June 30, 2016.
Attached, for
your reference, is a copy of our previous response. As previously advised, we
have notated your file to longer contact you until after the 15th of
the month.

See attached Response.

They bought my loan from Shellpoint effective 10-1-2016. I contacted the company to inform them that my sister had a Power of Attorney for me because I am battling breast cancer, cerebral palsy(from birth), scholiocious, diabetes, and hypertention. The POA and auto draft papers were mailed to them, faxed twice and they received the fax but only uploaded the auto draft papers. I contacted them twice per week from 10/4/16 to 10/28/16 and got no help. I then faxed the POA again on 10/26/2016 but they claimed they didn't receive and told me to fax again. I asked for a supervisor three times and no one came - they put me on hold for 10 minutes. Service from this company is the worst I have ever received since I purchased my home 10 years ago. I would not recommend this company to my enemy. I also spoke to a total of 6 customer service agents (two of them twice) but was treated as if I was a bother to them! Very poor/no customer service. Poorly trained agents.

December 15, 2017     [redacted] R. [redacted]     RE:      Mortgagor – [redacted] R. [redacted]             Property Address – [redacted]...

            Loan Number – [redacted]             Revdex.com ID – [redacted]    Dear [redacted] R. [redacted]:     Rushmore Loan Management Services LLC (“Rushmore”) is responding to your correspondence submitted through the Revdex.com (“Revdex.com”) website portal and received by our office on December 7, 2017, regarding the mortgage loan account referenced above.   When Rushmore intially received the check in the amount of $10,100.15 on October 20, 2017, the check was deposited to your second lien, [redacted], in error.  The loss draft department discovered this issue on November 29, 2017, and submitted a request to move the funds to the correct account number, [redacted]. As of December 14, 2017, Rushmore has requested that the full amount be disbursed to you, and the check should arrive in seven to ten business days.   Should you have any additional questions, please do not hesitate to contact us.   Customer Service Department Monday through Thursday, 6:00 a.m. to 7:00 p.m. Pacific Friday, 6:00 a.m. to 6:00 p.m. Pacific Toll-free number 1.888.504.6700     Sincerely,     Customer Correspondence Department Rushmore Loan Management Services LLC   By Revdex.com Portal Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 Rushmore Loan Management did receive the package which was over-nighted, as was noted by USPS on their website, as the package has tracking.  The fact that their departments do not communicate with each other is not my fault or under my control.  In addition, they did and do have my correct phone number as they continue to contact me NUMEROUS TIMES EACH AND EVERY DAY that my payment is not in their office by the 1st.  Thus, their excuse that they do not have my correct phone number is a sorry poor excuse and further reveals the incompetence of this company overall and their employees.  I had contacted them on numerous occasions and received argumentative, unprofessional, ill informed, miss informed and outright lying service representatives.  Each phone call I made provided me with different and conflicting information on the process and status of my situation. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Date Sent: 1/25/2017 3:33:10 PMDear [redacted]:Rushmore Loan Management Services LLC ("Rushmore") is in receipt of your correspondence submitted through the Revdex.com ("Revdex.com”) website portal on January 18, 2017, regarding the mortgage loan account referenced above. Rushmore conducted an investigation into the matters asserted in your correspondence, and we appreciate the opportunity to provide a written response.Rushmore apologizes for the confusion regarding the hazard insurance on the loan. Lender placed insurance was removed from the loan, and the funds were fully refunded on June 1, 2016. Enclosed is the payment history reflecting the credit. In addition, a request has been sent to have the hazard insurance portion of the escrow removed from your payment. The request should be processed within the next week. You should not receive any more insurance letters.Rushmore's records indicate that your credit has been reporting as current since February 9, 2015. If you are referring to a time period prior to February 9, 2015, then please provide a specific time period for your credit reporting that you want Rushmore to review. Enclosed are copies of your Note and Deed of Trust which validate the debt.Should you have any additional questions, please contact us at the phone number below.Customer Service Department Monday through Thursday, 6:00 a.m. to 7:00 p.m. Pacific Friday, 6:00 a.m. to 6:00 p.m. Pacific Toll-free number 1.888.504.6700Sincerely,

"Times New Roman";">December 10, 2015
 
 
RE:      Revdex.com
ID – [redacted]
   
Dear Dani Kelsey:
 
Rushmore Loan Management Services
LLC (Rushmore) is writing in response to your complaint file with the RevDex.com (Revdex.com) on December 1, 2015, regarding the mortgage loan account
referenced above. Please note, Rushmore is the servicer of your Loan and the
owner of your Loan is [redacted], doing business as
[redacted], not in its individual capacity but solely as legal title
trustee for [redacted] which is a privately held
trust.
 
We have conducted an investigation
and corrected the error asserted within the received correspondence. Please note that we have submitted an update as of today’s
date, December 10, 2015, to the main credit repository agencies to reflect the loan
as a Discharged Chapter 7 Bankruptcy and removed all prior delinquency
reported. Please allow 30 days for the credit bureaus to update your account
with them.
 
We apologize for any inconvenience this matter
may have caused. As of the date of this correspondence, the account is
contractually due for the May 1, 2010 monthly installment. Should you have any
questions or concerns regarding the account, please call:
 
Single Point of Contact
Name[redacted]
Direct Number: [redacted]
 

[redacted]
**
[redacted]
Compliance
Rushmore Loan Management Services LLC
 
By
Revdex.com Portal

Dear [redacted]:
Rushmore Loan Management Services LLC (Rushmore) is writing in response to your complaint file withthe Revdex.com (Revdex.com) on August 5, 2015 and received by our office August 11,...

2015,regarding the mortgage loan account referenced above. Please note, Rushmore is the servicer of yourLoan and the owner of your Loan is [redacted] doing business as[redacted], not in its individual capacity but solely as Trustee for [redacted], which is aprivately held trust.We have conducted an investigation in regard to your complaint and your recent application for mortgageassistance. Our records indicate that initially your documents for review were in part being summited toour Bankruptcy department rather than Loss Mitigation. Although communication between the two isopen, sending documents to the incorrect department can cause delays in what is readily available for theproper parties.
As of the date of this correspondence, the account is contractually due for the November 1, 2013 monthlyinstallment. At this time we have received a completed package and it is currently with underwriting for areview decision. Should you have any questions or concerns regarding the account, please call your newsingle point of contact:
Single Point of ContactName: [redacted]Direct Number: [redacted]
Rushmore Loan Management Services is a debt collector, who is attempting to collect a debt. Any information obtained will be used for thatpurpose. If this debt is in or has been discharged in a bankruptcy proceeding, be advised this communication is not an attempt to collect the debtagainst you. Please note, however, we reserve the right to exercise the legal rights only against the property securing the original obligation..At Rushmore, all customer concerns are important to us. Should you have any general questions otherthan those referenced in your correspondence, please contact:
Bankruptcy DepartmentMonday through Thursday, 6:00 a.m. to 7:00 p.m. PacificFriday, 6:00 a.m. to 6:00 p.m. PacificToll-free number 1.888.504.7300
 
Sincerely,
[redacted]
Compliance
Rushmore Loan Management Services LLC

Dear [redacted]:
 
rgb(34, 34, 34); font-size: small; font-family: verdana, sans-serif;">Rushmore Loan Management Services LLC (Rushmore) is responding to your complaint submitted to the
Revdex.com (Revdex.com) on February 28, 2015, regarding the mortgage loan account referenced above.
Please note, Rushmore is the servicer of the Loan and the owner of the Loan is Ameritas Life Insurance Corp.
 
We have conducted an investigation in regards to your February payment. Enclosed you will find a copy of the
auto drafted check which is dated March 10, 2015. Rushmore received the check on March 9, 2015 and applied
it to the loan on March 10 accordingly.
 
Per terms of your Note, the mortgage payment is due on the 1st day of each month and will incur late charges if
not received in full by the end of fifteen (15) calendar days after the date it is due. Please note all collection
activity by Rushmore was proper and also in accordance with applicable law.
 
As of the date of this correspondence, the account is current and contractually next due for the April 1, 2015
monthly installment. Should you have any questions or concerns regarding the account, please call:
 
Single Point of Contact (SPOC):
Name: [redacted]
Direct Number: [redacted]
 
At Rushmore, customer concerns are important to us. Should you have any general questions other than those
referenced in the correspondence, please contact:
 
Customer Service Department
Monday through Thursday, 6:00 a.m. to 7:00 p.m. Pacific
Friday, 6:00 a.m. to 6:00 p.m. Pacific
Toll-free number 1.888.504.6700

font-size: 10.5pt; mso-fareast-font-family: "Times New Roman";">November 6, 2015
 
[redacted]
[redacted]
[redacted]
 
RE:       Mortgagor(s) – [redacted] C [redacted]
            Property Address – [redacted], [redacted]
            Loan
Number – [redacted]
            Revdex.com
ID – [redacted]
   
Dear [redacted]:
 
Rushmore Loan Management Services
LLC (Rushmore) is writing in response to your complaint file with the RevDex.com (Revdex.com) on October 30, 2015, regarding the mortgage loan account
referenced above. Please note, Rushmore is the servicer of your Loan and the
owner of your Loan is the [redacted], [redacted].
 
We apologize for any confusion or
inconvenience this matter may have caused. Our records indicate the tax amounts
were validated October 30, 2015 and a new escrow analysis has been completed at
this time with the effective date of the November 1, 2015 installment which is
the current payment due. The new payment amount is $1,035.55. We currently have
the following tax lines set up in our system:
 
[redacted] due 01-16 in the amount of $[redacted]
[redacted] due 06-16 in the amount of $[redacted]
[redacted] due 09-16 in the amount of $[redacted]
 
At Rushmore, all customer concerns
are important to us. As of the date of this correspondence, the
account is contractually due for the November 1, 2015 monthly installment. Should you have any general questions other than those
referenced in your correspondence, please contact:
 
Customer Service
Department
Monday
through Friday, 6:00 a.m. to 6:00 p.m. Pacific
Toll-free number 1.888.504.7300
 

Sincerely,
[redacted]
Compliance
Rushmore Loan Management Services LLC
 
By
Revdex.com Portal

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.My primary issue is that I was ready to pay my loan on the 17th but the business was unable to provide a loan payoff or accept payment. Due to them not being ready to service my loan I had to incur additional interest that I want refunded.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have left several voice mails and sent several faces to Ms [redacted] when the investigation began. As it progressed and when I asked her to research further, she stopped returning my messages. As a customer, struggling to pay and get this problem caused by Bank of America, rectified; I am relying on Ms [redacted] to assist me since she's supposed to be MY point of contact. I will take this to a higher level if necessary.Regards,
[redacted]

Dear [redacted]:Rushmore Loan Management Services LLC (Rushmore) is writing in response to your complaint file withthe Revdex.com (Revdex.com) on April 20, 2015, regarding the mortgage loan account referencedabove.We have reviewed the account in regard to your complaint and payoff concerns....

Our records indicate apayment of $180,336.25 was received and applied to you loan on April 22, 2015. Once applied the loanwas marked as “Paid in Full”. Please note an escrow balance refund is scheduled once payoff iscompleted.At Rushmore, all customer concerns are important to us. Should you have any general questions otherthan those referenced in your correspondence, please contact:Customer Service DepartmentMonday through Thursday, 6:00 a.m. to 7:00 p.m. PacificFriday, 6:00 a.m. to 6:00 p.m. PacificToll-free number 1.888.504.6700Sincerely,
  [redacted]




Compliance Analyst




Rushmore
Loan Management Services LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have responded to the lender's request by sending them all the correspondence with the history of many phone calls, facts and memo for the record, particularly the requested email to the lady about waving the $3K, to help them put together the phone transcripts. I sent them via [redacted] and is scheduled to arrive this Thursday. I also left a message informing them that the [redacted] package was sent today. It is worth noting the effort of diligence and consistency that I have put forward on this matter to prove the fact that I have followed the instruction of the lady and the firm belief that I would not pay the $3K. I feel strongly that the truth will prevail and my request will be granted because throughout this very long ordeal God has been my witness. Thank you.
Regards,
[redacted]

Dear [redacted]. / [redacted]a:
 
Rushmore Loan Management Services
LLC (“Rushmore”) is writing in response to your complaint filed through the RevDex.com (Revdex.com) Portal on February 10th, 2016, regarding the
mortgage Loan account referenced...

above. 
Please note, Rushmore is the servicer of your loan, and the owner of
your Loan is the Federal Home Loan
Mortgage Corporation.
 
Rushmore conducted an investigation
into the matter asserted in your correspondence, and we appreciate the
opportunity to provide you with this written response. 
 
Our records show that the force-placed
flood insurance policy for your loan has been canceled. A new flood
determination was received on December 30th, 2015 and showed that your
property was not in a flood zone.  Additionally, the full amount of the
premium that was paid was credited back to your escrow account.
 
A letter was mailed to you on
January 6th, 2016 stating that flood insurance was no longer
required on your property.  An escrow analysis was completed on February
1st, 2016 and your monthly payment has been adjusted. 
We apologize for any inconvenience or confusion this
matter may have caused, and we trust that this will resolve the matter to your
full satisfaction.

Dear [redacted]:
Rushmore Loan Management Services LLC (“Rushmore”) is responding to your complaint submitted to the Revdex.com (Revdex.com) on June 20, 2016 and again on June 28, 2016, regarding the mortgage loan account referenced above. Please note that Rushmore is the servicer of your loan and that the owner of the loan is Federal National Mortgage Association.
On June 2, 2016, Rushmore received the Insurance Summary enclosed. On June 6, 2016, Rushmore paid your 2016-2017 insurance in the amount of $478.28, Rushmore then reviewed your escrow account and determined that the balance remaining should be refunded to you. Please allow 30 days from the date of this correspondence for the refund to be sent to you.
Beginning with the August 1, 2016, payment no funds will be applied to your escrow account.
Should you have any additional questions, please contact us at the phone number below.
Customer Service Department
Monday through Thursday, 6:00 a.m. to 7:00 p.m. Pacific
Friday, 6:00 a.m. to 6:00 p.m. Pacific
Toll-free number 1.888.504.6700
Sincerely,Compliance Department
Rushmore Loan Management Services LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. 
Regards,
[redacted]