Consumer complaint received 2023-10-20
Company: Mr. Cooper Group Inc.
State: NY
Product: Mortgage
Sub-product: Home equity loan or line of credit (HELOC)
Issue: Struggling to pay mortgage
Sub-issue: Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure

Complaint:
In XX/XX/XXXX I received COVID hardship assistance for 6 months of payments on my loan with Rushmore loan management. Though XXXX, XX/XX/XXXX Dear Congratulations! You have been approved for the Emergency Mortgage Assistance Program, administered through the Homeownership Center. 
This assistance will cover the following six ( 6 ) months of mortgage payments on your behalf :, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX & XX/XX/XXXX. 
Payments will be structured as followed : XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} XXXX ; {$1300.00} Payments will be made directly to your mortgage servicer. The assistance is fully forgivable and will not be owed back. 
Please contact us if you have any questions or concerns! 
Sincerely, HomeOwnershipCenter The mortgage server Rushmore loan management applied these payments, then reversed and reapplied the payments to pay a {$1100.00} fee on my account, leaving my account still owing for the month of XX/XX/XXXX, the payments would have paid off my principal balance. 
Pay off statement good though XX/XX/XXXX Principal balance {$6100.00} Interest {$180.00} Escrow {$3200.00} Suspense balance $ XXXX Recoverable advances {$1100.00} Deferred interest {$0.00} Property inspection {$20.00} Recon/recording fee {$87.00} Deferred interest {$0.00} Short interest {$0.00} Total {$10000.00} I have only been allowed to make one payment in XX/XX/XXXX of XXXX, they have refused on multiple occasions to reverse and really the payment to bring my account current for XX/XX/XXXX, they will only accept a full payoff payment, in which they keep adding more and more fees. 
I have a tax lien on my property for XX/XX/XXXX for unpaid taxes which they have escrowed for, Rushmore is escrowing for my home owner insurance an amount of {$2200.00} which I pay myself directly to the insurance company XXXX XXXX, which I have verified they have only received my monthly payments. They are holding funds in escrow which they shouldn't be, calculating that into a payoff figure. That I can't pay. 
Rushmore loan management put my account into foreclosure status in XX/XX/XXXX, on which I was not notified. I only found out I was in forclosre when I called in about a modification request i had put in that was never completed.. this was in XX/XX/XXXX i had previously put in multiple requests to dispute the fee and payment, and request escrow explanation. And an explanation of r fees. No have been provided. Just that they are valid. I put in a second modification in XX/XX/XXXX which was complete, then they sold the loan to Rushmore servicing, at that time XX/XX/XXXX i was served with paperwork for the forclosre with a request to answer in 20 days. I immediately called them. Since I was told in writing and multiple times over the phone that the forclosre would be on pause and not proceed during the modification process, I called in multiple times, I was given multiple different information. I was told my modification was not completed so I had to submit a new one which I did. That's 3 times putting in a modification request. Then to be told it was already completed and I was offered a modification that I didn't accept. I requested call backs from managers that never happened. 72 hours no call so I would call back and again the same wait. For 2 weeks before I demanded a manager on the phone spent all day. To have a manager say I did not need to answer the forclosre notice I received. He showed it was on pause. Which in fact it is still alive in the court. I have verified that. I was never given a 90 day or 60 day or 30 forclosre notification. I have not received anything from Rushmore attorney at all. Only the notification from the court. In person and in the mail. I called the attorney and sent an email to them asking if I needed to answer the summons. On XX/XX/XXXX, I did not receive an email back until XX/XX/XXXX verifying that the bank has received a modification request. And it was under review. Speaking with the home ownership center, they stated that the forclosre is still active and that I should have answered the complaint. Which I was advised multiple times by the bank I did not have to. And the banks attorney didn't respond until after the 20 days that I would have needed to put in an answer. 
At this time there is a payoff good though XX/XX/XXXX of {$10000.00} with additional fees of {$2000.00}. Rushmore keeps adding more and more fees make it impossible to pay the full amount. I believe that this is unethical, and a way to acquire my home.

Company response to consumer: Closed with explanation