Consumer complaint received 2024-04-23
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Mr. Cooper Group Inc. (NY)

I am the owner and occupant of a single-family home that I have sought repeated assistance from Rushmore Servicing to avoid foreclosure. Many years ago, I loss my employment and then subsequently suffered from long term medical conditions that caused me to fall behind on all my household bills. I was unable to maintain the condition of my home. I sought to retain my home but eventually requested to sale my home prior to a foreclosure. For many years Rushmore refused to do an internal valuation of my home and had insisted it was worth more than anybody would pay for it. I hired numerous real estate companies who submitted offers to them, but they were all dismissed. Most recently, I hired a real estate company, and they started a loss mitigation application with Rushmore Servicing on XX/XX/XXXX. Most of the interaction between the mortgage servicer happened online through my real estate representative. The home was listed on the XXXX and offers were submitted. The bank sent in two inspectors to evaluate the home. The first inspector came and walked through the house and took pictures. Then the second inspector came and did the same thing except he took measurements and indicated he was a licensed appraiser. He asked for access to the one car garage whereby the access door is broken and there is no entry point from inside the house. I was unable to help him get inside the garage. We gave him permission to go inside however he could, but he determined he couldnt get inside. The next thing we heard was that we had blocked the appraiser from accessing the one car garage to do his measurements. The real estate company called him to come back over to the property and said they would send people to help him get inside but he refused to return. Rushmore Servicing also refused to release any of the two internal valuations to myself or my representatives although they added the cost to my statements. Several purchase offers were sent to Rushmore that they denied for unknown reason and never revealed what the value of the property was by their own inspectors. My home needs serious repairs. I was told they wanted to do a 3rd inspection. I agreed. They never sent anyone. Then I was told that my loss mitigation application was cancelled on XX/XX/XXXX and Rushmore offered no reason why and never sent a denial letter. I diligently complied with all document requests during the entire loss mitigation procedure and waited patiently for Rushmore Servicings review. My application was canceled for no reason and after two inspections Rushmore refused to tell me what the property value was so I could seek to find a buyer to pay that price. As months went by, Rushmore became increasingly less communicative. They locked my account access online and I could no longer view letters or my statements. Rushmores loss mitigation department denied any further remedies in settling the mortgage debt, which is a violation against my rights under Loss Mitigation Procedures 12 C.F.R. 1024.41. They just canceled everything after I waited for months. Rushmore Service acted in a disingenuous fashion in an attempt to disenfranchise me during my settlement. Second, Rushmore was required to review additional loss mitigation options before proceeding with foreclosure. This was all a continuing attempt to deny my rights in regards to settling the outstanding debts owed and violating my rights as I try to not go through a foreclosure.