For fastest service, here are answers to a few of our most commonly asked questions.
Did your loan recently transfer to us?
If so, please note that it typically takes 7 days after your loan transfer date (highlighted in your goodbye letter) to validate your loan details. During this time, our customer service team does not have access to your loan details. We will, however, call you once the loan has boarded to review your account and welcome you to Rushmore. (In the interim, please click on the Payments tab below for information on how to make your payment now.)
Recent Loan Transfer Details
Generally, the terms of your loan will not change as a result of a transfer of servicing. Rushmore will honor the terms of your loan that were in place with your prior servicer, including any existing repayment plan or loan modification to which you agreed with your prior servicer. Contact Customer Care toll-free at 888-504-6700 Monday – Thursday from 6:00 am to 7:00 pm and Friday 6:00 am to 6:00 pm (all times PT) if you have questions.
If your loan is owned by Fannie Mae or Freddie Mac, you may reach customer service for your loan by calling, toll-free, (888) 616-5400, Monday – Thursday from 6:00 AM to 7:00 PM, or Friday from 6:00 AM to 6:00 PM (all times PT).
It is possible that in the future, your loan may be transferred to another servicer. That decision will be made by the owner of your loan. If the servicing of your loan is transferred again, you will receive written notification.
To find out if your automatic monthly payment will transfer to Rushmore, please check the transfer notice that was sent by your prior servicer. The notice will indicate if your automatic payment will be transferred.
Automatic Payment Not Transferring:
If your automatic monthly payments are not transferring to Rushmore, once you have your new loan number, you can setup automatic payment online once you sign in.
Automatic Payment Transferring:
If your automatic monthly payment is transferred to Rushmore by your prior servicer please be aware your automatic monthly payment cannot be modified online. If you need to modify your automatic payment, simply give us a call toll-free at 888-504-6700 Monday – Thursday from 6:00AM to 7:00PM PT or Friday 6:00AM to 6:00PM PST and we can make those changes over the phone.
Yes. Your previous servicer will forward any payment they receive to Rushmore within sixty (60) days after your loan is transferred, and we will credit it to your loan. After the sixty (60) days, this service may no longer be provided and any payment sent to your prior servicer may be returned to you.
If my loan was transferred from Rushmore and I send my payment to you, will my payment be forwarded to my new servicer?
Yes. If your loan was transferred from Rushmore, Rushmore will forward any payments received within sixty (60) days after the effective date of the transfer to your new servicer. After the sixty (60) days, this service may no longer be provided and any payment received by Rushmore may be returned to you.
While your prior servicer will notify your insurance carrier of the transfer, it is highly recommended that you confirm your carrier has been properly notified. In the event they did not receive notification, please ask your insurance carrier to change the mortgagee clause to: Rushmore Loan Management Services LLC, its successors and/or assigns ATIMA PO Box 692409 San Antonio, TX 78269-2409 Note: Please make sure your Rushmore loan number is included on any insurance documents sent to Rushmore.
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