Q: Home Retention Assistance

United States 888.504.7300 Monday – Thursday from 6:00AM – 7:00PM PT Friday from 6:00 AM – 6:00 PM PT Puerto Rico 877.509.8389 Monday – Friday from 8:00AM – 7:00PM AST Saturday from 8:00AM – 12:00PM We accept telecommunications relay service calls.

Q: Collection Department

United States 888.504.7200 Monday – Thursday from 6:00AM – 7:00PM PT Friday from 6:00 AM – 6:00PM PT Saturday from 7:00AM – 11:00AM PT Puerto Rico 877.509.8391 Monday – Friday from 8:00AM – 7:00PM AST Saturday from 8:00AM – 12:00PM AST We accept telecommunications relay service calls.

Question 1

What happens now?

Accepted Answer

The most important information to know is the Transfer Date, or day that your loan is transferred to Rushmore’s servicing system. The letter you received from your prior mortgage servicer includes this date. If you did not receive the letter, you can contact your prior servicer to get the transfer date. You will also receive a letter from Rushmore on or just before your transfer date with information including your loan number and transfer date as well as a payment coupon. For 7 days following your transfer date, your loan information is being reviewed and verified. Once the verification is complete, your loan will be accessible through our automated loan information line and on our web-site at www.rushmorelm.com. In the interim, this helpful FAQ will help you understand the transfer timeline and options for making your next mortgage payment.

Question 2

How and when do I make my mortgage payment to Rushmore Loan Management?

Accepted Answer

There are a few options: If you have already received an introductory letter from Rushmore, you can use the interim payment coupon provided. If you have not received the letter and payment coupon, you can mail the payment to: Rushmore Loan Management Services at P.O. Box 514707 Los Angeles, CA 90051-4707. Please include your prior servicer’s loan number on your check or money order. If you already sent your payment to your prior servicer, that’s okay, as your prior servicer will forward your payment to Rushmore and the payment will be applied to your account. This could take a couple of weeks – but rest assured you will not receive a late charge as a result of this process.

Question 3

What happens to the automatic payment I had with my prior servicer?

Accepted Answer

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.

Question 4

When will I receive my information package from Rushmore?

Accepted Answer

A welcome package will be mailed to your address within 15 days of your transfer date. This package will include your new Rushmore Loan number, important information regarding your account, how to contact Rushmore, and our customer service hours. Also included is information regarding website access, automatic payment set-up and other helpful tools to manage your account. If you are still having trouble, contact Rushmore Loan Management Customer Care at (888) 504-6700. Representatives are available to assist you Monday through Thursday from 6 am – 7 pm and Friday from 6 am – 6 pm PT.

Question 5

Customer Care — Mortgage Servicing

Accepted Answer

Get Started

Question 6

Automated Loan Information Hotline

Accepted Answer

United States

888.504.6700

Puerto Rico

877.509.8388

We accept telecommunications relay service calls.

Question 7

Natural Disaster Hotline

Accepted Answer

877.380.3499

We accept telecommunications relay service calls.

Question 8

Home Retention Assistance

Accepted Answer

United States

888.504.7300
Monday – Thursday from 6:00AM – 7:00PM PT
Friday from 6:00 AM – 6:00 PM PT

Puerto Rico

877.509.8389
Monday – Friday from 8:00AM – 7:00PM AST
Saturday from 8:00AM – 12:00PM

We accept telecommunications relay service calls.

Question 9

Collection Department

Accepted Answer

United States

888.504.7200
Monday – Thursday from 6:00AM – 7:00PM PT
Friday from 6:00 AM – 6:00PM PT
Saturday from 7:00AM – 11:00AM PT

Puerto Rico

877.509.8391
Monday – Friday from 8:00AM – 7:00PM AST
Saturday from 8:00AM – 12:00PM AST

We accept telecommunications relay service calls.

Question 10

What is an Interest Rate Cap?

Accepted Answer

An interest rate cap limits the amount your interest rate can change at each adjustment. There can be two types of caps: Periodic Change caps, which limit the amount the rate may increase or decrease at each change; or Life of Loan caps, which specify the highest or lowest that your interest rate can be over the life of the loan.

Question 11

What is negative amortization?

Accepted Answer

Negative Amortization occurs when your monthly payments do not cover all the interest owed. The interest that is not paid in the monthly payment is added to your principal loan balance. This means that even after making many payments, you could owe more than you did at the beginning of the loan. Negative amortization can occur when an ARM has a payment cap that results in monthly payments that are not high enough to cover the interest due or when the minimum payments are set at an amount lower than the amount you owe in interest.

Question 12

Why did my index go down, but the interest rate went up?

Accepted Answer

There are two situations in which your interest rate may rise even if the index has gone down: First, if your initial interest rate was a discounted rate, it will increase to at least the margin at the time of the first adjustment date, regardless of how the index is moving. Second, if the prior interest rate adjustments were limited by a Periodic Change Cap, the next change may be to a higher rate even if the index goes down.

Question 13

Why did the amount of my escrow payments go up?

Accepted Answer

Escrow payment amounts may increase if there is a shortage of funds in your escrow account. Some of the most common reasons for escrow shortages are: 1) An increase in the amount of your annual property taxes; 2) An increase in your annual insurance premium; or 3) the actual tax or insurance payment from escrow differs from the original estimate. If you have questions about an increase in your property taxes or homeowner’s insurance premiums, please contact your local taxing authority or insurance agent, respectively. They are the best source of information to explain changes in your bill.

Question 14

What is an escrow account?

Accepted Answer

An escrow account is a special account dedicated to covering the costs for:

Real estate taxes
Homeowner’s (hazard) insurance
Mortgage insurance, if applicable
Catastrophe (wind) insurance, if required
Flood insurance, if required

While escrow accounts generally include escrows for both taxes and insurance, in some cases, escrow accounts only cover property taxes. If you have an escrowed loan, part of your monthly loan payment is put into your escrow account. During the year, Rushmore takes payments from the escrow account to pay your current taxes and, if applicable, your homeowner’s insurance premiums as they become due and payable.

Question 15

How do I set up an escrow account for my property taxes and insurance?

Accepted Answer

Please feel free to contact our Customer Care Department for requirements on how to set up an escrow account by calling toll-free at 888-504-6700.

If your loan is owned by Fannie Mae or Freddie Mac, you may reach Customer Care 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).

Question 16

Is an initial deposit required to establish an escrow account?

Accepted Answer

There is no fee required to establish an escrow account with Rushmore; however, a deposit for the purpose of creating an initial balance in your escrow account will be required. Over the first 12 months that your escrow account is active, Rushmore will collect a deposit in 12 equal payments. This amount is in addition to what is collected to pay all installments of taxes and/or insurance premiums to be paid from your escrow account.

Question 17

What part of my payment is being applied to my escrow account?

Accepted Answer

The amount applied to your escrow account each month is determined by the amount needed to pay your taxes and/or insurance on an annual basis. This amount will change only when the amount needed to pay these items either increases or decreases, or the scheduled payment for the last year has not been met. You can find the amount of your escrow payment listed on your monthly billing statement or by visiting the "Escrow Information" section of this web site.

Question 18

How do I find out the balance of my escrow account?

Accepted Answer

You can check your account information through our website. Go to "Manage My Account" and select "Account Login". Once you have logged in, select "Escrow Information" or contact Customer Care toll-free at 888-504-6700 Monday – Thursday from 6:00 am to 7:00 pm or Friday from 6:00 am to 6:00 pm (all times PT).

Question 19

How do I keep track of the payments made to the escrow account?

Accepted Answer

This information is included in your billing statement and is also available through our website. Go to "Manage My Account" and select "Account Login." Once you have logged in, select "Loan Activity." Also, you will receive a very detailed annual escrow analysis statement that will show, among other items, moneys collected, disbursements made and anticipated disbursements for the coming year.

Question 20

What happens if a there is a shortage in my escrow account?

Accepted Answer

If your escrow account balance is less than the required amount needed at the time of your analysis, it may have a projected shortage. Your escrow shortage is automatically spread over a 12-month period and included in your monthly payment. You do, however, have the option to pay the shortage in full. If you choose to pay the escrow shortage, your monthly mortgage payment will be adjusted to reflect the payment. When remitting the payment, be sure to indicate that the purpose is to pay the shortage, to ensure it is applied correctly. If you believe the shortage amount is incorrect please compare the anticipated escrow disbursement amounts for those items escrowed according to your statement with your annual tax bill and/or insurance renewal to ensure the amounts are correct.

Question 21

Can I pay my escrow shortage online?

Accepted Answer

Currently, that option is not available, but watch for our website enhancement notifications in the future.

Question 22

My escrow account has too much money in it. Will I receive a refund?

Accepted Answer

If your loan is current and your Escrow account has a surplus of $50.00 or greater, you will receive a check in the mail within 15 business days after the annual analysis statement. Surpluses under $50.00 will be retained in the escrow account and used to reduce your escrow payments for the coming year.

Question 23

How do I request a copy of my escrow account analysis statement?

Accepted Answer

You can either use the "Contact Us" feature on our website to send us your request, or you can contact Customer Care toll-free at 888-504-6700 Monday – Thursday from 6:00 am to 7:00 pm or Friday from 6:00 am to 6:00 pm (all times PT).

Question 24

I have an escrow account and received a supplemental tax bill. What do I do?

Accepted Answer

Supplemental bills are your responsibility. You will be responsible for making any payment that is listed on the Supplemental Tax Bill. Supplemental bills should only occur one time after a change of ownership takes place.

Question 25

Where do I send my tax bill?

Accepted Answer

If you have an escrow account for the payment of property taxes, please send your tax bill to us at: Rushmore Loan Management Services LLC, P.O. Box 9214, Coppell, TX 75019

Question 26

What is an escrow cushion?

Accepted Answer

An escrow cushion is allowed by federal and most state laws and acts as an additional safeguard to cover unanticipated disbursements or disbursements made before all of your payment have been made into your escrow account. The maximum allowable cushion is equal to two monthly escrow deposits unless otherwise required by state law.

Question 27

What are my legal rights and protections under the Service Members Civil Relief Act (SCRA)?

Accepted Answer

The Service Members Civil Relief Act (SCRA) provides certain legal protections and debt relief to members of the Armed Services on active duty or active military service, and their dependents. The SCRA offers many protections, including the following protections related to mortgage loans:

While servicemembers are on active duty, it limits the interest rate to a maximum of 6 percent for a mortgage loan obtained prior to his/her entering active duty.
In a legal action to enforce a real estate debt, sale, foreclosure or seizure of a property cannot occur without a court order during the servicemember’s active military service, and for twelve months thereafter.

Question 28

Who may be entitled to legal protections under the SCRA?

Accepted Answer

Members of the Armed Services who are on active duty or in active military service can receive protections, as well as their dependents. This applies to members of the following groups:

Active duty members of the Army, Air Force, Coast Guard, Marine Corps, Navy and National Guard.
Active service members of the commissioned corps of the National Ocean Administration or the national Public Health Services.
All U.S. citizens serving with the armed forces of a nation with which the United States is allied in the prosecution of a war or military action.
Their spouses and dependent children.

Question 29

How does a servicemember or dependent request relief under the SCRA?

Accepted Answer

Please provide us with written notice of your active duty status, including a copy of your military orders. Please call Customer Care toll-free at 888-504-6700 if you believe you may qualify for SCRA benefits.

Question 30

How does a Servicemember or dependent obtain information about the SCRA?

Accepted Answer

For further information on SCRA, please visitwww.militaryonesource.com for information and help with budgeting, debt reduction and credit issues. Or you may call toll-free to one of the following numbers:

Question 31

Is there a military person I can speak with about SCRA?

Accepted Answer

Your unit’s Judge Advocate and the installation’s Legal Assistance Officer are available to help you. To find the military legal assistance office for your branch of the armed services, go to https://legalassistance.law.af.mil/

Question 32

Are any other programs or protections available for Service Members?

Accepted Answer

Several states have laws with greater protections for servicemembers, including members of their State Guard.Please let Rushmore know if you are an active servicemember experiencing financial difficulty, so that we may assist you in identifying programs that are available to you. Even if you are not entitled to protection under the SCRA or an applicable state law, Rushmore may be able to help under its own Service Members relief programs.

If your loan is owned by Fannie Mae or Freddie Mac, you may be eligible for additional protections beyond those required under the SCRA. For more information, please call Customer Care, toll-free, at (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).

Question 33

I am having trouble making my monthly mortgage payment. What do I need to do to get help?

Accepted Answer

If you are having difficulty with your payments, or if you anticipate having difficulty in the near future, please contact our Home Retention Counselors immediately, by calling toll-free at 888-504-7300. Even if you feel you do not have any resources or ability to pay your loan, our Counselors may have options to discuss with you.

If your loan is owned by Fannie Mae or Freddie Mac, there are specific loss mitigation programs for which you may be eligible. For more information about these potential options, you may call Customer Care, toll-free, at (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).

Question 34

What happens if I am past due with my payment, or miss a payment completely?

Accepted Answer

Typically, you would be assessed a late fee and Rushmore is obligated to report late payments to credit bureaus every month; so, late payments may have a negative effect on your credit rating.

Question 35

Do I have a late fee grace period?

Accepted Answer

Yes. In most cases, the grace period is stated in your promissory note. Loan payments received within the grace period will not incur charges. If your due date falls on a weekend or holiday, your grace period will not start until the next business day.

Question 36

What is your late-fee policy?

Accepted Answer

If a payment is not received by your due date or within the applicable grace period, you will be assessed a late fee. This late fee will be posted to your account one day after the end of your grace period. Late charges vary according to the terms of the loan and applicable law in the state where your property is located, as well as and based on the type of mortgage loan that you have.

Question 37

Will you accept a payment of less than the total amount due?

Accepted Answer

Generally, no. But if you anticipate that you may have a problem making your full monthly payment, please contact our Home Retention Counselors immediately, toll-free at 888-504-7300. They can help you.

Question 38

When will my past-due payment be reported to the credit agencies?

Accepted Answer

Rushmore reports to the main credit bureaus every month, so even one late payment can affect your credit report. When payments are made on time, this monthly reporting helps you build a positive credit history.

Question 39

How do I get my past-due loan back in good standing?

Accepted Answer

You need to make all your past-due payments, as well as pay any fees and interest charged as a result of late payments. To find out exactly how much you owe, or to make payment arrangements call our Collections Department toll-free at 888-504-7200. If you are unable to bring your loan current through a repayment plan, call our Home Retention Counselors at the same number to discuss your potential options.

If your loan is owned by Fannie Mae or Freddie Mac, you may reach Customer Care 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).

Question 40

Can I pay unpaid late charges or fees with my payment?

Accepted Answer

Yes. Your next billing statement will note the fees due as a result of a late payment, and it will add those fees into your next payment amount.

Question 41

What happens to my tax and insurance if I am also past due on paying into my escrow account?

Accepted Answer

If you have an escrow account, Rushmore will continue to pay taxes and insurance to protect the property. However, just as with your mortgage, you would still owe this money, plus any late fees and interest accrued.

Question 42

How do I know the amount and due date of my monthly payment?

Accepted Answer

This information appears on your monthly billing statement and can be accessed on this web site. Go to the: Manage My Account menu and select "Account Login." Once you have logged in, select "Current Loan Information." From there, you can access your billing statement.

Question 43

Why is my payment higher this month than last month?

Accepted Answer

If you have an adjustable rate mortgage, your loan payment may increase (or decrease) as the interest rate changes at each change date, as specified in your Mortgage Note. To verify the current rate of interest on your loan, please review your monthly billing statement. Or, you may refer to the Adjustable Rate Mortgage Change Notification you received in the mail. See Adjustable Rate Mortgages for more information.Your monthly payment may also increase if the amount you are required to pay into your escrow account increases. See Escrow Accounts for more information.

Question 44

If I just received notice that my monthly payment increased, but I have already mailed this month’s payment, what do I do?

Accepted Answer

Please call our Customer Care representatives toll-free at 888-504-6700 Monday – Thursday from 6:00 am to 7:00 pm or Friday from 6:00 am to 6:00 pm (all times PT). They will help you determine if you owe additional funds.

Question 45

How do I pay my mortgage online?

Accepted Answer

The One Time Draft online payment service is a quick and convenient payment option allowing the withdrawal of your mortgage payment directly from your checking or savings account via Electronic Funds Transfer.Go to "Manage My Account" and select "Account Login." Once you have logged in, click the "One Time Draft" link and follow the instructions that appear on the screen.

Question 46

Where do I mail my payment?

Accepted Answer

Rushmore accepts payments by mail, accompanied by your billing coupon. Please note that payments received after 3 pm daily, and all payments received on weekends or holidays, will be processed the next business day. Payments are effective as of the date they are received.

Payments By Mail
You may send payments to: Rushmore Loan Management Services LLC, PO Box 514707, Los Angeles, CA 90051-4707.

Overnight Payments
You may send payments to: Rushmore Loan Management Services LLC, 15480 Laguna Canyon Road, Suite 100, Irvine, CA 92618.

Question 47

Can I make my payment by phone?

Accepted Answer

Yes. Please call our toll-free Automated Loan Information Hotline by dialing 888-504-6700. The system will prompt you to enter your account number and the last four digits of your Social Security number for verification purposes. Upon verification, you will be offered various menu prompts including but not limited to: the ability to access information regarding your account, make payments via phone, and/or speak with a live representative to update your account information. You may make an automated payment by phone for a service charge of $5.00 or with a live agent for a service charge of $10.00. The service charge may be nonrefundable.

Question 48

Can I make my mortgage payment using a credit card?

Accepted Answer

Although you can’t pay your mortgage with a credit card, you can set up automatic mortgage payments so that your monthly payment can be withdrawn automatically from your checking or savings account each month.

Question 49

How do I set up an automatic monthly payment?

Accepted Answer

Setup online:

Our auto draft payment option is easy to set up and convenient to use. View our quick video tutorials to set up automatic payment online or to set up automatic payment by mail or fax.

Setup by phone:

Call to speak to one of our Customer Care representatives, you can reach them Monday – Thursday from 6:00AM to 7:00PM PT or Friday 6:00AM to 6:00PM PST by calling toll-free at 888-504-6700.

Please note: Some loans that transfer to Rushmore automatically carry over the existing automatic payment from the prior servicer, therefore no action is required.

Question 50

How long will it be before automatic payments are deducted from my account?

Accepted Answer

Please allow up to 5 business days after automatic payments have been requested for the first automatic payment to occur.

Question 51

What happens if I do not have enough funds to cover my automatic payments?

Accepted Answer

We will attempt two times to obtain payment. If at any time, you anticipate having difficulty making a payment, please contact Customer Care, toll-free, at 888-504-6700 Monday – Thursday from 6:00 am to 7:00 pm or Friday from 6:00 am to 6:00 pm (all times PT).

Question 52

How do I update the automatic payment on my account?

Accepted Answer

Update Information:

You can update your automatic payment on our website by signing into your account and clicking ‘Payment’ and then ‘Auto Draft Payment’. Customers whose automatic payment transferred to us from a prior servicer will not see the option. If this feature isn’t available online, no worries, simply give us a call and we will be happy to assist you.

To Cancel:

To cancel automatic payment you can call Customer Care toll-free at 888-504-6700 Monday – Thursday from 6:00AM to 7:00PM PT or Friday 6:00AM to 6:00PM PST.

Question 53

What is a grace period?

Accepted Answer

This is the period after the payment due date during which you can make your payment without being assessed a late fee. Your mortgage note will contain information regarding the grace period.

Question 54

If the last day of a grace period falls on a weekend, to avoid a late fee, do I have until the next business day to make the payment?

Accepted Answer

Yes. You have until the first business day thereafter to make a payment a payment before late fees are assessed.

Question 55

How can I verify that my payment was received?

Accepted Answer

Payments are processed within 24 hours of receipt. To verify a payment was received, call our Automated Loan Information Hotline toll-free, at 888-504-6700. The system will prompt you to enter your account number and the last four digits of your Social Security number. Then, you will be offered various menu options, including the ability to access information regarding your account, make payments via phone, and update your account information. Or check your account information through our website. Go to "Manage My Account" and select "Account Login." Once you have logged in, select "Current Loan Information" or "Loan Activity."

Question 56

Can I make additional payments at any time in order to pay my loan off earlier?

Accepted Answer

Yes, you can make additional payments at any time if your payment has already been made for the current month. Additional principal payments help reduce the overall term of your mortgage. Depending on the terms of your mortgage, you may be required to pay a prepayment penalty if you pay a certain percentage of your balance, or if you pay off the loan in full.

Question 57

How do I know if my loan has a prepayment penalty?

Accepted Answer

This information will be in your Promissory Note and/or Prepayment Penalty Rider.

Question 58

What is a loan assumption?

Accepted Answer

A Loan Assumption occurs when a purchaser of a property assumes the existing mortgage loan debt of the original customer (who is now "selling" the home and loan debt to the new buyer). Loan assumptions must be approved by the lender.

Question 59

How do I make a request for information under the California Consumer Privacy Act?

Accepted Answer

If you are a borrower, you may make a request for information by calling customer service for your loan by calling, toll-free, 888.504.6700, Monday – Thursday from 6:00AM – 7:00PM PT, Friday 6:00AM – 6:00PM PT.


If you are a nonborrower, you may make a request for information by mailing or faxing the form provided in the link below. Borrowers may also utilize the form to make a request.

Question 60

What Information does Rushmore collect?

Accepted Answer

As a part of its mortgage servicing operations, Rushmore may have collected or received nonpublic information such as date of birth, social security number, phone number, payment information, or IP address when logging in to the Rushmore customer website. Any such information would have been provided by the account holder as part of the loan origination process or provided to us during the servicing of a mortgage loan. During the servicing of a loan, Rushmore may have incidentally received nonpublic consumer information regarding noncustomers including, but not limited to, information regarding a sales contract or inquiry.

Question 61

Does Rushmore sell private information?

Accepted Answer

No. Rushmore does not sell information.

Question 62

Will Rushmore delete my information?

Accepted Answer

Rushmore is required by law, including the Gramm-Leach-Bliley Act (GLBA), to retain certain information required for Rushmore to properly and responsibly service mortgage loans. Rushmore cannot delete customer data because such data is required to be maintained to carry out our obligations of servicing loans. Rushmore does not aggregate, maintain, or collect information on noncustomers nor have any reasonable method of access and therefore there is no identifying information to be deleted in such circumstances.

Question 63

If my automatic payments have not yet started, how do I make my payments?

Accepted Answer

If you have a scheduled payment due before you set up your recurring payment process, you can mail a payment to: Rushmore Loan Management Services at P.O. Box 514707 Los Angeles, CA 90051-4707. Please include your Rushmore loan number on the payment. If you were recently transferred to Rushmore and do not yet have your Rushmore loan number, please include your prior servicer’s loan number on your check or money order.

Question 64

Do any terms of my loan change when my loan transfers?

Accepted Answer

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).

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