Rushmore Loan Management Services

Is there a zero-star category I can give this place? By far and away the worst company ever to deal with! They purposely set up a customer service number that makes it impossible to actually talk to a customer service representative. It's a deliberate setup to get you frustrated until you just give up and hang up. It's so obvious that the company has zero intention of ever talking live to you. How this company is still in business is beyond comprehension!

This company is the worst! Incompetent employees have hung up on us multiple times. I have dozens of houses, and the ones with them have nothing but issues. For starters, they were paid to pay the insurance company, but the insurance company said I'm not covered because they didn't pay it. Also, when we were forced into their company, the EIN number is not right, causing more issues. Plus, it takes over 10 minutes in the automated system to get an agent. Do not use them!

How can I begin? Okay, I'll try to make it simple. Back during COVID, someone from Rushmore called me to let me know that I could make a modification as part of the COVID situation. I told them I was going to think about it, and after that, they called me a couple more times to see if I had decided to do it. They made it seem like this was an easy transaction and there was nothing to worry about because I could cancel it at any time if I wanted to do so. So I decided to go ahead and do the modification, and that was just easy, but when I realized that this was not what I was told, I decided to call them to cancel the modification. I tried contacting them almost every day, and there was no response at all because there was an automated messaging system that didn't even know what to do... what a nightmare. When I finally got a response, I told them that I wanted to cancel the modification and that I was going to pay them for the 3/4 months that I had been doing the modification for. Unfortunately, that was the beginning of an even more challenging scenario. They told me that I was going to receive some documents to cancel the modification and pay for the months that were owed. Finally, 10/11 months later, I received the documents, and by this time I already owed $100,574.61.

God, what a horrible experience and mistake that modification was. But the worst part was trying to contact Rushmore. Stay away from this company; Rushmore is not trustworthy.

One star isn't sufficient to describe how awful this company is; it feels generous to give them that. Customer service isn't just incompetent and disorganized; they're rude, unhelpful, and seem to have the attitude that they'd rather be doing anything other than taking your call. They've been at fault for multiple issues with our loan but never take responsibility, and the fallout is always on us to solve. I've literally spent hours on the phone trying to track down answers from them, even though they're the ones who should know the answers (and yet you always seem to get the wrong department when you're transferred). Also, they have an irritating habit of not having your correct loan information (i.e., your bill has one number, but they have a different one) and transferring you to other companies with which you don't have any account. Terrible, terrible company.

Apparently, many mortgage companies use the same terrible phone service. Their current phone system makes it impossible to speak to an agent. If you say "speak to an agent," it condescendingly tells you that you can solve things without speaking to an agent, and then asks you to describe your issue again. This loops indefinitely until, 10 minutes of frustration later, it says, "I seem to be having an issue understanding you. Have a good day," and hangs up.

By far, the worst company ever. I tried for a modification because I lost my job and couldn't afford my payment, and my family had been helping me. I was approved but shocked that my payment was going up by almost $750. I called and asked why they thought I could afford that when I was trying to modify. Then, they told me if I could pay the four payments I owed, I would be able to refuse the modification and keep my original payment, so my family got the money together, and I paid. When it came time for my next payment, I put the money in the bank that my family gathered and went right to my vehicle to try to make a payment. It wouldn't go through because now my payment was $1,325.68. I didn't have that because I borrowed just enough to pay the payment, so I called right away because I was reassured multiple times that after paying $4,787.54 to be caught up, my payment would continue at what it was, but somehow, within one day after paying, it went up $198.82. They told me it's because escrow went up. It did—by $128.82. He also went through the last few years of my escrow increase, and the first year it was increased by $7.39, then $12.70, then $13.27, and now $128.82. This is just crazy. They act like they care when you can get them on the phone, but they don’t. I don’t know how they do their job every day because I would never be able to pretend that I am a decent human when, in reality, I'm dishonest.

Rushmore is disorganized and inefficient (on a good day). Their lack of accountability and process will lead to your time being consistently wasted. You will need to submit documents multiple times; their processes are anachronistic; their customer "care" team is nearly impossible to reach by phone, and when you do finally reach them, they are not empowered to actually help the customer.
I highly recommend avoiding Rushmore.

HORRIBLE customer service. They randomly debited my account for an additional mortgage payment that I did not initiate or authorize. I had to navigate their phone tree for 20 minutes to reach an agent. The phone system does everything possible to prevent you from reaching a live agent, and rather than offering sensible escalation paths to reach a human when their automated options are insufficient, it pushes you back into an endless loop of the same basic options that are obviously available online. I had to keep calling back and trying different phone tree options through trial and error to finally reach someone. The issue was ultimately resolved, but with extreme headache and frustration. This is a company that clearly does not care about customers, and in fact, seems to actively resent them.

Absolutely horrible to deal with. The loan department refuses to provide a direct line for communication and won't provide direct emails, forcing you to go through the entire labor-intensive customer service call before speaking to someone. You have to repeatedly justify your reason for calling every time you call. I recommend doing business elsewhere.

Where do I begin?? Negative Star rating! Absolutely the worst Mortgage Company around! Customer Service, there is none! Everything is automated by a Computer and I mean everything! Try getting ahold of Customer service, no really Try! LMAO, When and if you ever reach aomeone, they are so imcompetant its not even funny! They DO NOT report your Mortgage to the Credit Agency at all! Absolitely the worst! RUN!!

I'd like to join the zero rating group. These people are either incompetent or just plain malicious—possibly both. We applied for a loan modification to help lower our mortgage, only to have them increase our mortgage by $600 a month! We brought that to their attention, and their solution was for us to apply for another loan modification. They sent us the application again; we filled it out, overnighted it back to them, and at the very same time, they decided to file a foreclosure on us! Fortunately, we preempted them by selling the house before we were ever served the summons and complaint. We got the house sold, got the mortgage paid off, and made a nice profit in the end. Others are not so fortunate.

Aside from that, in general, it is nearly impossible to get hold of anyone there. If you attempt a modification, they will routinely 'misplace' your paperwork, forcing you to resubmit your documents again countless times, and it can take up to a year for them to even approve your modification. They distract you by having you run around in circles, all the while they are filing a foreclosure on you. Repugnant. How is this even legal?

Absolutely horrible! Pray you never have these incompetent individuals. They don't care about you and aren't interested in trying to help you keep your home. They seem to be inclined toward foreclosing, especially when there is a considerable amount of equity in your home. The whole loan modification process was a complete nightmare and a waste of time. They had no interest in helping me from the beginning. You call in and keep supplying them with all the necessary paperwork and documents, only to learn they are not acting on them. I had to fill out the application and supply paperwork with documents several times, only to be given the runaround. They will tell you one thing, and it's another every time you call in. They sat on my application and documents for months and caused me to lose my home because of the lies and incompetence.

Too bad there isn't a zero-star rating. This is the all-time worst company I have ever had the misfortune of being involved with. My mortgage was sold to them. The number of complaints and public negative reviews would have kept me away, but I was stuck with them. If you are searching for a mortgage provider, save yourself the extreme stress and stay away!

Would join the folks giving a less than zero rating if I could. Made a payment for property insurance that had already been paid, and then they pursued me with all sorts of threats and "offers." This was a home equity loan used for overdraft protection, supposedly sold to them but it had been canceled prior to the sale. The line of credit always had a zero balance - after many months, Rushmore admitted the error but failed to remove the adverse credit entry. After I notified Equifax, Rushmore responded that all the information was correct and thereafter Equifax refused to entertain any further complaint about the erroneous entry. Recently, they have started sending letters again about the alleged delinquency of my account despite its zero balance. They're also making threatening calls and offering "financial assistance" on a weekly basis. My only recourse, which I have tried to avoid, is going to be litigation, which I plan to file shortly.

Hard to reach a representative and when you do its terrible customer support. Apparently 24/7 they are receiving "higher than normal call volumes"; not that I believe that, but even if that's the case wouldn't that alone should be an indication of how awful they are, otherwise they wouldn't be receiving so many calls. Plus... payment history was erased when website changed, the website and my information was compromised within the first month of being forced to change over and you cannot make excess principal payments with your regular payment. Also on my first call I was unable to have attempt to help me at all, because "I wasn't associated with the account". So, I used the EXACT SAME INFORMATION that I provided to the customer representative to add myself to the account before they would even do anything.