Date Received: 2023-12-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: We contacted the company regarding challenges with escrow. We spoke to 3 different Mr Cooper employees regarding the escrow/shortage issue and no one could provide us an answer. We are continuingly told different things and reasons. The person we spoke to on XX/XX/XXXX said even though we had a shortage amount it didn't matter if we paid it or not as our payment was not going to change. Our loan # is XXXX. We paid {$3000.00} for the shortage on XX/XX/23. We were told we should not make a payment until the new escrow analysis processing was completed and was told today that nothing would be changed. We feel like we have been robbed and violated. We do not understand the reason Mr. Cooper is being dishonest and your associates are not able to explain anything. The last person literally told us it didn't matter if we paid or not and even though we shared the escrow statement noting the shortage and amount she still stated it did not matter. In XXXX we were told we had a shortage of {$1500.00}. We were also getting a less expensive home owners insurance. When we got that they ran another analysis and said we owe {$3900.00} for the shortage. This made no sense. We knew we were paying the insurance reimbursement of {$1400.00} but what was the remainder. We paid {$3000.00} then Mr. Cooper did nothing, We were told it didn't ; manner because our payment was still going up. We are hard working people that pay our debts timely without issue. We deserve a response that we can understand. This is our home and the last thing we want to deal with are employees who can't explain to us the issue.
Company Response:
State: MD
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: Rushmore Servicing has told us in numerous phone conversations that Since XX/XX/2023 XXXX XXXX AND XXXX XXXX XXXX have been apparently BOTH have Foreclosure Files against the Rushmore Servicing account. Not only have these fees been duplicated against the account, they never should have begun in the first place as we never received any Notice of Intent to XXXX XXXX as required by XXXX XXXX. When we contacted XXXX XXXX to question them about the Foreclosure legal fees and why they even have a Foreclosure Filing along with XXXX XXXX XXXX, who quietly cancelled the Foreclosure complaint with XXXX XXXX and never notified us by mail or server on XX/XX/XXXX. XXXX XXXX refused to speak to us and only would say Errors have been made and we need to speak to Rushmore Servicing about them and the Foreclosure file has been closed as of XX/XX/XXXX. However, Rushmore continues to state the Foreclosure is active while still refusing to answer our request for a breakdown of line items of all fees for legal and maintenance which we believe were either duplicated or never took place causing us to not be able to pay any alleged monthly balance as the figures are never correct or truthful.
Company Response:
State: NJ
Zip: 088XX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: y home was flooded on XX/XX/2023, my insurance company XXXX XXXX settled the claim in XX/XX/2023, they sent me a check with my name, the contractor and my mortgage companies listed on the check. The check was sent to my mortgage company on XX/XX/2023 ( Rushmore Home Loans ). Rushmore Home Loans was takeover by Mr Cooper as of XX/XX/2023. I personally forwarded all of the required documents and all information that was needed to continue with the repairs of my home. I was told to do this by my previous mortgage company to avoid any further delays. Mr Cooper has found everything possible reasons to not disburse the fund to repair my home, as of now XX/XX/XXXX months after depositing the funds in my mortgage loss draft accounts, the first disbursement was released on XX/XX/2023 for {$25000.00}. My original contractor had completed approximately 10 % of the work before I found out that they wasnt honest and was trying to take advantage of my, so I hired a new contractor. Before any further work was performed, I ordered an inspection for the house to validate what percentage of work was completed, the bank sent XXXX XXXX to my home to conduct the inspection, it took a few minutes, the inspector just took a quick video and completed the inspection saying 20 % was completed. All of the work that was done was out of my own pocket at that point, the bank refused to release any funds other than {$12000.00} that I paid out of pocket for materials. I begged and pleaded with the bank to release the internal draft, but they refused, I stopped paying my mortgage in-order do the repairs on my home, Im currently renting a home for {$4600.00} per month, and no longer have funds to continue to pay. My XXXX children and I will be moving into a shelter on XX/XX/2023. The bank is requesting that the inspection is at % in order to release any additional funds. I had another inspection on XX/XX/2023 from the same company XXXX XXXX, after I completed XXXX bathroom, Sheetrock for 85 % of the walls, flooring base, paint XXXX bedrooms, living room, hallways kitchen out of my own pocket, but the bank still refused to release additional funds, the rejected my request and said only 20 % of the work is completed, but 25 % is needed to release funds, being that two inspection was done both saying 20 %, now the bank is saying I need the final inspection to release the funds. Two different inspections from the same companies and both reports says 20 % completed. The bank has been holding over {$100000.00}. In their account for almost 6 months now collecting interest on the funds. I will upload photos of my home to show the work that has been done. This is unfair to me and my family, my insurance policies was to repair my home, I should have to live in a shelter, and now face foreclosure from the same back that refused to use the fund to repair my home so we can move back in.
Company Response:
State: NY
Zip: 11763
Submitted Via: Web
Date Sent: 2023-12-29
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: I have experienced a hardship related to XXXX with this property and my tenant is unable to pay rent. I have missed XXXX, XXXX, and XXXX payments. I learned recently that XXXX XXXX provided new guidelines starting XX/XX/2023 that were required by all servicers of XXXX XXXX mortgages to abide by. These guidelines include allowing 6 months of deferred payments to be kept in a non-interest-bearing account that is held until the mortgage maturity. Also, the missed payments that were deferred should not be reported negatively on the borrower 's credit report. Upon speaking with an account representative at Mr Cooper on XX/XX/XXXX, he seemed unaware of these terms and his system reflected only an allowance of 3 months of missed payments in a separate non-interest-bearing account. He also told me my missed payments would continue to be reported as being missed. It is as if his system did not have the newly required terms of XXXX XXXX XXXX Enhanced Deferral Program. See here for FHFA 's announcement : XXXX XXXX XXXX XXXX here for XXXX XXXX XXXX for these requirements laid out for lenders : XXXX XXXX XXXXXXXX
Company Response:
State: VA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Struggling to pay mortgage
Subissue: An existing modification, forbearance plan, short sale, or other loss mitigation reli
Consumer Complaint: I have submitted a loss mitigation file for a loan modification. I have more then enough income to qualify and all proof has been sent. On XX/XX/XXXX I was told that my file was a full file in review and the foreclosure sale is on hold and was told to check in every 7-10 days. On XX/XX/XXXX I called and the system is down. Mr Cooper/Rushmore Servicing was hacked, automated system said call back. I tried to call back for 2 weeks. Then on XX/XX/XXXX XXXX XXXX XXXX told me that the modification was denied and as of XX/XX/XXXX they were missing HOA monthly statement then him and his supervisor said send in the HOA statement ( which was sent while on the phone ) and they will get the file opened & get the sale placed on hold since its noted on XX/XX/20 I was told its a full file. On XXXX XXXX the file was escalated to management to be opened and on XX/XX/XXXX the file was denied due to the foreclosure being within 37 days. I asked to be transferred to XXXX but the other reps bounced me around with no solution.
Company Response:
State: NJ
Zip: 07650
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: 1. I gave them the option of introducing my brother in law as the co-signer but Mr. Cooper put the hurdle that the co-signer should be immediate family member and living in the house. 2. I am a US citizen, single mom with XXXX XXXX of age XXXX with one son on XXXX XXXX. All his services and benefits are attached to this address. And I work as his live in XXXX XXXX XXXX. 3. Mr. Cooper is pushing me to increase my own income by working more than I already do, if I get work outside I miss on taking care of my child who needs it. The debt to income ratio should not even be considered as I am already on the loan and have never missed a payment. So all they have to do is take my ex XXXX XXXX name off the liability of the loan. Otherwise it will keep the door open for my ex to harass and be XXXX towards me and the kids legally even after I have permanent XXXX XXXX XXXX XXXX against him. Save me and kids from this abuse. He doesnt want his name on the loan, I dont want his name on the loan. 4. I applied for loan assumption so I can keep my 3.375 % interest rate and I was already on the loan, I would not qualify for a refinance. Kindly help, ask Mr. Cooper to take my brother in law as a co-signer or simply remove my ex name from the loan and let me assume the liability. Anyhow for the past 2 years I have been the only one taking care of the loan.
Company Response:
State: CA
Zip: 95148
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: XXXX : First contact was to inquire about increase in monthly mortgage payment. Payment was roughly {$1600.00} a month. Shortly after being transferred to Mr. Cooper, the payment went to {$1700.00}. I was told that this was because of insurance and property increases. When contacting my insurance company, they indicated that the premium actually went down, not up. Made my second call to Mr. Cooper to discuss what my insurance had told me, only to get an agent who proceeded to tell me that the price increase was because I was shorting my mortgage payment. When I asked for a clarification, he began to tell me that my mortgage payment was {$3200.00}. When I told him that was wrong, he told me that I had been making that payment since XXXX. I had my banking info that indicated that {$1700.00} was being taken out, and that Mr. Cooper 's own recording indicated that my next payment was {$1700.00}. The agent began to argue that both were wrong, and that my mortgage payments were {$3200.00} a month. After hanging up, I called right back and spoke to a supervisor, who indicated that I was correct, my monthly payment is {$1700.00}. She was unsure of who I had spoke to before. I asked if there was a transcript of that previous conversation, and she indicated that there was. I asked if there was a note regarding removing " auto-pay '' and she indicated that there was. I made sure that she knew that we wanted to pay by mail, and she indicated that it was taken care of. Fast forward to the end of the month, and my wife made a payment by check for {$1700.00}, and according to my bank, it was cleared on XX/XX/XXXX. This payment was for the month of XXXX. My wife got a message that a withdraw was made in the amount of {$1800.00} by Mr. Cooper on XX/XX/XXXX. I have tried multiple times to get this cleared up, but the customer service lines and the online chat have not worked. The phone service keeps ending the calls, and the online chat indicates that they are unable to help due to large volume. Though, their phone message that comes on, and identifies who I am based on my phone number, tells me that my mortgage/loan is " paid in full ''. Then it tells me that it will send a letter of paid in fullin 10 days.
Company Response:
State: OH
Zip: 442XX
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-07
Issue: Trouble during payment process
Subissue: Loan sold or transferred to another company
Consumer Complaint: Loan was sold from XXXX XXXX XXXX Mr. Cooper Letters were mailed stating autopay would be transferred. Autopay was not transferred, the loan payment was due on XXXX, and worse still- it's not accepting any payments on their system. Can't make a payment, can't setup autopay, nothing works. Company advised this is normal and may take a few months to transfer.
Company Response:
State: OH
Zip: 45013
Submitted Via: Web
Date Sent: 2023-12-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: Mr. Cooper advertises 24/7 customer service. Yet Ive been waiting 3 weeks without any sort of response after a phone call XXXX. Mr. Cooper has threatened foreclosure proceedings in last dialogs. This breach is inexcusable.
Company Response:
State: WI
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2023-12-08
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: I purchased my home in XXXX with a VA loan and was able to refinance in XXXX. I am now in danger of losing the property to foreclosure because of the unethical business practices of Rushmore Loan Management. I live in the home with my wife and three teenage children and dont understand why Rushmore turned their back on me. I went through a difficult time and due to XXXX sickness and death and income loss fell behind on my mortgage payments. When I contacted them to ask for assistance options, I was told that I needed to get caught up on payments. No one explained that Rushmore was required as a VA loan servicer to offer CARES program forbearance to me. This would have given me a chance to have these payments temporarily suspended and then when the hardship ended I would be reviewed for programs to put the missed payments at the end of the loan or defer the payments or loan modification. This never happened because Rushmore denied access to government programs that they were required to offer to struggling homeowners with VA loans who had been impacted by Covid. The actions of Rushmore had a snowball effect on my familys life. Instead of resolving this problem two years ago I have dealt with their continued obstruction and unethical practices. In late XXXX my uncle became very sick and since he had no one else to help him I began serving as his caretaker to help him and took time off of work. Little did we know that this was the beginning of XXXX and my uncle got XXXX and then XXXX XXXX. I caught XXXX also and was unable to work for several months due to quarantine rules and fell behind on the mortgage payment. When I contacted Rushmore their agents knew of my hardship and knew it was Covid related. Even though they were required to offer the CARES forbearance plan these agents told me that I needed to figure out a way to get caught up. Due to my XXXX I try to avoid conflict and I did not argue with their agents. But now that I know they were REQUIRED to provide this help it makes me very distressed. Once I got back on my feet I tried to resume mortgage payments to Rushmore but was told that they would only accept the full past due balance. When I asked for options for help I was again told I needed to reinstate the late payments or apply for the state government HAF program, which I did in late XXXX. In early XXXX Massachusetts HAF approved me and reached out to Rushmore to get the loan details so they could pay off the late payments and I could start fresh. However, Rushmore spun their wheels and did not provide the proper information in a timely manner and eventually HAF pulled back the offer of funds to pay back my missed payments, even though that would have fully satisfied the missed payments at that time. I realized that Rushmore was a difficult lender and resigned myself to filing bankruptcy to resolve the matter and protect me from foreclosure in XX/XX/XXXX. I made bankruptcy payments for several months but this was eventually dismissed and Rushmore said they were going to foreclose on me again. So I contacted Massachusetts HAF again and gave them an update and they were willing to consider my case a second time. Just like the first time I was approved for the program and they contacted Rushmore and told them that they would pay off $ XXXX towards my arrearages. The second time around Rushmore was eager to accept these funds but demanded that I bring in $ XXXX in cash so that they could pad their coffers and then they would modify the remaining balance. Why couldnt they consider a solution that would address the entire past due balance remaining after they committed to paying $ XXXX of my arrearages. Why did Rushmore run the clock out in XXXX when I was approved for HAF for $ XXXX and it would have caught me up on the mortgage at that time? Why does this bank treat veterans this way?
Company Response:
State: MA
Zip: XXXXX
Submitted Via: Web
Date Sent: 2023-12-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A