Rushmore Loan Management Services LLC

March 31, 2015[redacted]RE: Mortgagor(s) – [redacted]Property Address – [redacted]Loan Number – [redacted]Revdex.com ID - [redacted]Dear [redacted]:Rushmore Loan Management Services LLC (Rushmore) is responding to your complaint...

submitted to theRevdex.com (Revdex.com) on March 12, 2015, regarding the mortgage loan account referenced above.Please note, Rushmore is the servicer of your Loan and the owner of your Loan is U.S. Bank NationalAssociation, not in its individual capacity, but solely as Trustee for the RMAC Trust, Series 2012-5T, which isa privately held trust.We have conducted an investigation in regard to the referenced settlement check and refund. Our recordsindicate the advance funds were disbursed on March 30, 2015, with Check Number [redacted], in theamount of $45295.69At Rushmore, customer concerns are important to us. Should you have any general questions other thanthose referenced in the 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,
J. L. DuVall
Compliance
Rushmore Loan Management Services LLC
By FedEx

In October 2013, Citimortgage sold our mortgage to a group of investors that use Rushmore Loan Management as their servicer. We were never late on a payment to Citi, but ours is an adjustable rate, interest-only loan set to become full principal and interest payment at the end of this year. Citi must have thought we'd default or something when the interest-only period expires. But who knows? We have never been late on a payment to Rushmore since they began servicing our loan last fall. They misapplied funds once using some kind of strange accounting system that involved their not applying funds we sent in to our payment due! But that got straightened out after a series of annoying phone calls. I was hoping that was just a fluke. We've been getting regular monthly statements and always paying more than the amount due on time, with nothing shown as past due. And then today, we received a notice that our account is in default due to nonpayment of an installment that was due on 2/1/14. They want us to pay $4,713.30. I faxed evidence of our monthly payments, including our February payment, and am considering contacting a lawyer. What kind of business does things like this? It is so upsetting. We aren't quite in a position where we can refinance, but we're getting close, and as soon as we're able to we'll get away from this company as fast as possible. If you're looking for a mortgage and hear the name Rushmore, run!

[redacted]
[redacted]
[redacted]
[redacted]Dear [redacted]:Rushmore Loan Management Services LLC (“Rushmore”) is responding to your correspondencesubmitted to the Revdex.com (Revdex.com) on...

April 17, 2017, regarding the mortgage loan accountreferenced above.You initially contacted Rushmore on February 24, 2017, regarding this issue and were advised to submityour dispute in writing for research and resolution. Rushmore’s Department of Consumer Affairs did notreceive your written dispute until April 12, 2017, and promptly began researching the issue. Youcontacted Rushmore again on April 17, 2017, and April 19, 2017, and were advised that we wereresearching the issue and should have a resolution for you shortly.On April 21, 2017, Rushmore contacted you to advise that the correction had been made, and a copy ofthe amended 1099 was sent to you and the IRS.Should you have any additional questions, please do not hesitate to contact us.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,Customer Correspondence DepartmentRushmore Loan Management Services LLC

Dear Revdex.com, Attached please find a copy of Rushmore's response to the Complaint ID of Subject.Should you have any further questions or concerns feel free to contact us directly Regards,
[redacted]
Compliance
Rushmore Loan Management Services LLC

PLEASE, For The Love of God, DO NOT borrow money from this institution, I borrowed $600, and have so far paid them back $3637.50, That Is Correct More than THREE THOUSAND DOLLARS than I Borrowed !!! Please find a different solution !!!

Dear [redacted]:Rushmore Loan Management Services LLC (“Rushmore”) is in receipt of your complaint submitted through the Revdex.com (“Revdex.com”) website portal on June 19, 2016, regarding the mortgage loan account referenced above for Raphaline M. Voccia.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 complaint that Rushmore received through the New York State Department of Financial Services on May 6, 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 2, 2016. Attached, for your reference, is a copy of our previous response.Notwithstanding the fact that your current complaint is duplicative, we can provide the following clarifying information:According to our records, our Loss Draft unit approved and exception in your case and agreed to send you a check in the amount of $10,000.00, which represents the initial release of your insurance proceeds for repairs of the above referenced property. Attached, for your reference, is a copy of the notification sent to you on June 23, 2016, along with the aforementioned check.Sincerely,[redacted] Compliance Rushmore Loan Management Services LLC

February 18, 2015[redacted]RE: Mortgagor(s) – [redacted] and [redacted] Property Address – [redacted] Loan Number – [redacted] Revdex.com ID Number – [redacted]Dear [redacted]...

[redacted]:Rushmore Loan Management Services, LLC (Rushmore) is responding to your complaint submitted tothe Revdex.com (Revdex.com) on January 26, 2015, regarding the mortgage loan account referencedabove.Please note, Rushmore is the former servicer of the Loan and the owner of the Loan. Attached you willfind a copy of the Notice of Assignment, Sale or Transfer of Servicing or Goodbye Letter which was sentto you on April 26, 2014. This letter was to inform you that the servicing responsibilities transferred fromRushmore to Fay Servicing, LLC effective May 22, 2013. The Goodbye Letter also provides you with thecontact information for your new servicer.
At Rushmore, customer concerns are important to us. Should you have any general questions other thanthose referenced in the correspondence, please contact:
Fay Servicing, LLC’s Customer Service DepartmentMonday through Friday, 9:00 a.m. to 6:00 p.m. CSTToll-free number 1.800.495.7166

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.  
After submitting my complaint to your office and also the New York State Attorney General's Office, I was contacted by [redacted] at Rushmore.  She and I are working towards a resolution, but we have not concluded anything at this point. 
I still stand firm that I have a mortgage loan contract that was written by [redacted] Home Loans which is in effect until 2/01/17.  See copy of [redacted]'s letter of 2/25/15 (copy herewith).  If Rushmore Loan Management purchased my loan from [redacted], they are obliged to honor the terms of that binding contract.Regards,
[redacted]

This company is completely unprofessional. Their customer service is non existent, their website is non functioning, and they should be closed down asap. Take some pointers from [redacted]!

Dear [redacted]:
Rushmore Loan Management Services LLC (Rushmore) is responding to your complaint submitted to theRevdex.com (Revdex.com) on March 3, 2015, regarding the mortgage loan account referenced above.Please note, Rushmore is the servicer of the Loan and the owner...

of the Loan is [redacted]Society, FSB, doing business as [redacted], not in its individual capacity but solely as Trustee for[redacted], which is a privately held trust.We have conducted an investigation in regards to the recent Notice of Intent to Foreclose. Please notealthough [redacted] is not listed on the Note, he is listed and signed the Deed of Trust. Thismakes him a non-obligor of the Note and must be notified of the Foreclosure action. Enclosed you willfind a copy of the Deed of Trust for your records and review.
As of the date of this correspondence, the account is contractually due for the November 1, 2013 monthlyinstallment. Should you have any questions or concerns regarding the account, please call:
Single Point of Contact (SPOC):Name: [redacted]Direct Number: [redacted]

Rushmore Loan Management Services, LLC (Rushmore) is responding to your complaint submitted tothe Revdex.com (Revdex.com) on January 23, 2015, regarding the mortgage loan account referencedabove. Please note, Rushmore is the servicer of the Loan and the owner of the Loan is U.S. Bank...

NationalAssociation, not in its individual capacity, but solely as Trustee for the RMAC Trust, Series 2013-IT,which is a privately held trust.We have conducted an investigation in regards to your recent requests for mortgage assistance. Ourrecords indicate you applied for a loan modification in June 2014 and was denied for insufficient incomeon June 19, 2014 for the Home Affordable Modification Program (HAMP), then later denied forproprietary loan modification on June 26, 2014. The denial was appealed, re-reviewed, and unfortunatelydenied again for insufficient income on August 1, 2014.
With regard to the requested short refinance option, our records indicate the offers were denied due toyour debt to income ratio being outside the limits set by the Loan owner. Also, please note, part of thequalification for a refinance is the loan must be set up on a scheduled repayment plan or modification inwhich three (3) consecutive monthly payments are received.
As of the date of this correspondence, the account is contractually due for the June I, 2014 monthlyinstallment. If you would like to discuss available payment assistance options, please call:
Single Point of Contact (SPOC):Name: [redacted]Direct Number: ###-###-####
At Rushmore, customer concerns are important to us. Should you have any general questions other thanthose referenced in the correspondence, please contact:
Loss Mitigation DepartmentMonday through Thursday, 6:00a.m. to 7:00p.m. PacificFriday, 6:00 a.m. to 6:00 p.m. PacificToll-free number ###-###-####
 
Sincerely,
[redacted]
Compliance

Rushmore Loan Management Services LLC (Rushmore) is writing in response to your complaint filed 
with the Revdex.com received by our office on September 19, 2014, regarding the mortgage 
loan account referenced above. Please note, Rushmore is the servicer of your...

Loan and the owner of your 
Loan is Ameritas Life Insurance Corporation. 
We apologize for any inconvenience or misunderstanding this matter may have caused. We conducted an 
investigation and discovered an error on your account that previously prevented statements from being 
sent to you. Please note that the account error has been corrected at this time. Beginning the next billing 
cycle and going forward you will receive a monthly statement. 
At Rushmore, all customer concerns are important to us. As of the date of this correspondence, the 
account is current and contractually next due for the October 1, 2014 monthly installment. Should you 
have any general questions other than those referenced in your 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
Sincerely,
[redacted]

December 1, 2017   [redacted]   RE:      Mortgagor – [redacted]             Property Address – [redacted]...

            Loan Number – [redacted]             Revdex.com ID – [redacted]     Dear [redacted]:     Rushmore Loan Management Services LLC (“Rushmore”) is responding to your correspondence submitted to the Revdex.com (Revdex.com) on November 21, 2017, regarding the mortgage loan account referenced above.    On June 5, 2017, Rushmore received the claim check; however, it was missing [redacted]’s endorsement. Rushmore sent you the enclosed letter dated June 5, 2017, which detailed the documents needed in order to proceed with the first disbursement of the insurance funds and the process of how the disbursements would occur. On June 19, 2017, Rushmore left a voicemail for you, inquiring about the missing documents. We did not speak with you until September 8, 2017, at which time you told us you were at work and would need a call back after 5:00 p.m. We attempted to contact you then; however, we did not reach you, and left a voicemail asking for a call back. We left another voicemail for you on September 29, 2017. We did not speak with you again until October 10, 2017, when we advised that we still needed the insurance estimate, which you stated you would e-mail.   On October 12, 2017, we received the bid and it was sent for review. On October 18, 2017, we advised that the contractor needed to complete a lien waiver. On October 28, 2017, we spoke with you and advised we had received the needed documents and they were being sent for review, which would take two to five business days. On November 3, 2017, we spoke with you and advised the documents were illegible, as they were too light, and that the review time would be ten business days at that time. On November 8, 2017, the first disbursement was approved; however, it was then denied on November 13, 2017, as the bid did not match the estimate. Therefore, we needed a letter of responsibility. An exception was made on November 15, 2017, to disburse the first check, as long as the letter of responsibility was received prior to the second disbursement.   On November 20, 2017, the first disbursement of $2,944.63 was sent to you. $2,944.63 fulfilled 50% of the insurance claim proceeds, as you had already received two checks of $5,938.14 and $4,337.68. Please be advised that in order to disburse the second check, an inspection will need to be completed to ensure repairs have been made on the property.   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   Enclosure (1) By Revdex.com Portal Tell us why here...

[redacted]
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[redacted]
[redacted]
[redacted]RE:[redacted] [redacted] [redacted] [redacted] [redacted]Dear [redacted]Rushmore Loan Management Services LLC (“Rushmore”) is responding to your correspondence submitted to the Revdex.com (Revdex.com) on January 26, 2018, regarding the mortgage loan account referenced above.Rushmore received your request for copies of phone transcripts associated with the management of your loan. In order to provide you with this information, we need the date and time for each call you are requesting a phone transcript of, or you may provide a copy of the email, referenced in your rebuttal, to assist us with locating the transcript of the conversationAs of the date of this correspondence, the account is four payments delinquent and contractually due for the November 1, 2017, monthly installment. If you would like to discuss available payment assistance options, please call the assigned representative:Single Point of Contact (SPOC): [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. Pacific Friday, 6:00 a.m. to 6:00 p.m. Pacific Toll-free number 1.888.504.7300

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.
Regards,
[redacted]
I have no clue how they can say per our phone conversation because the person who answered the phone wouldn't let me talk to anyone else even after asking several times. I still fee they are no treating us fairly and not one time since they took over our mortgage has the payments been the same amount. I feel they should honor our loan agreement as they said they would when they first called and said it was going to be the same as it was with the previous financial companies. I would like our payments to be back to the $517.74 as they have been since 2009, to have the extra money that was paid applied to the principal of the laon.

Rushmore Loan Management Services LLC (Rushmore) is writing in response to your complaint filed 
with the Revdex.com, received by our office September 19, 2014, regarding the mortgage loan 
account referenced above. Please note, Rushmore is the servicer of your Loan and the...

owner of your Loan 
is [redacted] which is a 
privately held trust. 
We have conducted an investigation and it was determined Rushmore has provided appropriate resolution 
to your concerns with the enclosed correspondence dated August 26, 2014. As advised, Rushmore has 
continued to show due diligence in our attempts to provide you with mortgage assistance.
Enclosed you will find copies of Rushmore’s letters dated July 28 and September 11, 2014, providing 
you with a list of required documents for our Home Retention Assistance programs, as well as name and 
direct number of your assigned Single Point of Contact (SPOC), [redacted] Also enclosed is a 
Short Sale and Relocation Assistance letter dated July 29, 2014. To date, we have received no verbal 
communication or written correspondence from you.
Rushmore continues to attempt to contact you by the numbers listed in our system as [redacted] and 
[redacted] so that we may be able to assist you. As previously requested, if these numbers are outdated 
please contact us to update this information. 
As of the date of this correspondence, the account is 17 payments delinquent and contractually due for the 
May 1, 2013 monthly installment. Should you have any questions or concerns regarding the account, or if 
you would like to discuss available payment assistance options, you may work directly with:
 
Single Point of Contact 
Name: [redacted]
Direct Number:  [redacted]
At Rushmore, all customer concerns are important to us.
Should you have any general questions other 
than those referenced in your correspondence, please contact: 
[redacted]
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 1.888.504.7300
Sincerely,
[redacted]
Rushmore Loan Management Services LLC.458.5909

Dear Revdex.com,
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Attached please find a copy of Rushmore's response to the Complaint ID of Subject.
Should you have any further questions or concerns feel free to contact us directly
 
Regards,
[redacted]
Compliance
Rushmore Loan Management Services LLC

Dear [redacted]:
 
Rushmore Loan Management Services
LLC (Rushmore) is responding to your complaint submitted to the RevDex.com (Revdex.com) website portal on December 30th, 2015, regarding...

the
mortgage loan account referenced above.  Please
note, Rushmore is the servicer of your Loan and the owner of your Loan is MTGLQ
Investors, LP.
 
We have conducted an investigation in
regards to your concerns related to the call that you had with a Rushmore
employee on December 29th, 2015, as well as your request for reduced
terms as part of a permanent loan modification. 
We take all such inquiries from our customers extremely seriously, and
we would like to respond to both parts. 
 
First, we listened to the recorded call
referenced in your inquiry from December 29th, and we also listened
to all calls concerning your account that took place during the month of
December 2015. Rushmore did not find
anything said that was offensive or that could be taken the wrong way or out of
context.  Specifically, we listed to the
call on the 29th, and did not hear anything to substantiate the information
provided in your inquiry. Further, our
records show that we have maintained consistent communication with you throughout
the loss mitigation review process.  For
example, you were informed that because you completed the Trial Modification
Agreement that was executed by you on July 31st, 2015, there was not
an appeal process that could take place. 
An appeal (where required) would occur when a loan modification is
denied.  In this case, a loan
modification was approved, and an offer was made to you.     
 
The second item that was mentioned
in your inquiry was a request for different terms for a permanent
modification.  Specifically, the request
was for a lower monthly payment amount. 
Currently, Rushmore does not have documentation from you reflecting
either a material change in financial circumstances, or with your income.  If you would like to provide us with
documentation, we can review it upon receipt. Also, as of now, you have not agreed
with the terms that were offered for the permanent loan modification.  Rushmore calculated your new Debt-To-Income
Ratio (“DTI”) at 18% with the newly modified payment that was offered, which is
well within the affordability guidelines provided by the owner of your loan. 
Please note, as a consumer you have
the right to request the investigation documents relied upon to determine our
conclusion with regard to the inquiry that you submitted. Enclosed, we have
included those documents for your records.
 
At Rushmore, customer
concerns are important to us.  As of the date
of this correspondence, your account is 44 payments delinquent, and
contractually due for the June 1st, 2012 monthly installment.
 
If you would
like to discuss available payment assistance options, please call:
 
Single
Point of Contact (SPOC):
Name:
[redacted]
Direct
Number: [redacted]
 
Should you have any general questions other than those referenced
in the correspondence, please contact:
 
Loss Mitigation 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 1.888.504.7300

Rushmore Loan Management Services LLC (Rushmore) is writing in...

response to your complaint file with theRevdex.com (Revdex.com) on May 22, 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]which is a privately held trust.
We have conducted an investigation in regards to your complaint and the recent authorized payment on the account.Our records indicate Rushmore received a call from [redacted], and the call was verified for security of theaccount. The caller identified themselves as [redacted], provided bank account information and authorized a one timedraft for $280.64 from the account effective May 8, 2015.
At Rushmore, all customer concerns are important to us. As of the date of this correspondence, the account iscurrent and contractually next due for the July 1, 2015 monthly installment. Should you have any generalquestions other than 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 1.888.504.6700
 
Sincerely,
 
          [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 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. There was no resolution offered nor was any response attached. The response from Rushmore says attached. There is nothibg attached. Rushmore is acting in a predatory behavior. Instead of making my mortgage more affordable, they are trying to get as much money out of me as they can. I asked them to have the note holder, their client to contact me. They never do
Regards,
[redacted]