Consumer complaint received 2024-03-17 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Delays in the application process
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
This is a complaint over the application process in my attempt to receive a loan modification or trial forbearance on my current loan with Rushmore Loan Servicing. I have complaints over the delays and miscommunication on Rushmore 's part, but also I have complaints with Rushmore over my attempts to communicate with the company to fix an issue with the application process.

This is the second time now over the past several months that Rushmore Loan Servicing and the prior Rushmore servicing department has either delayed my application process for a loan modification or actually outright declined my application. In both instances, the company has claimed that my application was " incomplete '' and therefore could not be reviewed. In both instances, I received assurances orally over the phone by Rushmore representatives that my application package was indeed " complete '' and that Rushmore 's loss mitigation department had all of the documents they needed to review my application package for a loan modification or a trial forbearance. I have filed a previous complaint with the CFPB over Rushmore 's previous servicing department 's actions in my previous attempt last year to receive a loan modification or trial forbearance.

This current complaint will focus on Rushmore 's closing of my file on XXXX, thereby nullifying my attempt in my latest effort to receive a loan modification or trial forbearance after claiming that my application was " incomplete '' and that not all documents requested of me were provided. Again, the closing of my file came after I was assured orally by phone on two different occasions by Rushmore representatives that my application was " complete '' and that Rushmore 's loss mitigation department had all of the documents needed to proceed with a review of my application. I have already written Rushmore a letter dated XXXX requesting that they reopen my file and fairly review my application for a loan modification or trial forbearance. I have also made several requests for my single point of contact or a member of Rushmore 's management team to contact me by phone. But as of this date, no one has contacted me. This continues a pattern that I have experienced with Rushmore of absolutely horrendous communication on their part.

I will now provide more background on the current situation with my attempt of a loan modification and my application that has been filed.

I called Rushmore 's loss mitigation department in early XXXX of XXXX inquiring as to the status of my application for a loan modification or trial forbearance. I was then informed by a Rushmore representative that my file had been " closed '' due to my loan modification application being deemed " incomplete '' by underwriters in Rushmore 's loss mitigation department. I was told that letters had been forwarded to my attorney back in XXXX of this year stating that my modification application was incomplete and that more paystubs were needed. I was also told that a XXXX letter stating that my file had been closed due to an incomplete application had also been forwarded to my attorney. However, this correspondence was never received by either my attorney or myself via email or regular mail through the XXXX postal service. My attorney did forward other Rushmore letters that had been forwarded to us dating back to last year, but again, the above referenced letters were not sent to us and my attorney can verify this fact. I have been in touch with Rushmore 's loss mitigation team periodically by phone over the past few months in phone calls always originated on my part, not Rushmore. On two occasions, I was made aware by Rushmore representatives that one additional paystub was needed to complete my application for a loan modification. The representatives used the term " valuation '' during our first phone conversation and they were confused with what the term meant and actually what was needed to complete the application after I asked them what a valuation document was. It was finally determined that valuation meant forwarding an additional paystub as I stated above. I then immediately forwarded via email a paystub to Rushmore 's loss mitigation department back in XX/XX/year> and then, after being informed orally by phone by a Rushmore representative in XX/XX/year> that a further paystub was needed to complete the loan modification package, I actually provided two additional paystubs, one more than was actually requested. In my early XXXX phone call with a Rushmore representative, I was informed by the representative that the paystubs had not been received, even though I sent the pay information to the email address provided to me by Rushmore 's loss mitigation department. Since that phone call, I have now provided an additional two paystubs to Rushmore in an attempt to have them reopen my file and fairly review my application for a loan modification or trial forbearance.

What is extremely troubling with this current situation, as I stated above, is that I was told by two different Rushmore representatives in the loss mitigation department on two different occasions in the early weeks of 2024, that my loan modification application was indeed " complete '' and that all documents I had forwarded to Rushmore were sufficient for an honest review. It obviously then came as quite a shock to me when I was informed earlier this month by Rushmore representatives that another paystub was needed to complete my loan modification application. Once again, I was under the assumption after the earlier telephone communications with Rushmore loss mitigation staff, that my loan modification application was complete and would be therefore be fairly reviewed for a loan modification or trial forbearance.

Concluding, I have been informed by Rushmore 's loss mitigation staff in two separate telephone conference calls in early XXXX  that my loan modification package was " complete '' and that all documents I had provided were sufficient for an honest review in my attempt to receive a loan modification or trial forbearance. Then, in follow up calls with Rushmore staff, I was then informed by Rushmore staff that my loan modification package was not complete and that more pay information was needed to complete the package. I then emailed additional pay information to Rushmore 's loss mitigation department to an address provided by Rushmore staff. I even provided extra pay documents that were not even requested of me. There is an egregious lack of communication on the part of Rushmore 's loss mitigation department, both in the paucity of the communication and the accuracy of the communication. The department doesn't appear to keep track of documents it receives from borrowers and appears to use delaying tactics under the guise of not having a " complete '' loan modification package in order to not carry out fair reviews of borrowers loan modification applications. Once again, I am deeply troubled by Rushmore 's actions, not only in my situation, but with their dealings with other borrowers as well. In short, Rushmore can't keep track of loan modification documents it receives and also doesn't return phone calls and effectively communicate via mail with borrowers such as myself. It appears that the company uses delaying tactics to not fairly review borrowers applications for loan modifications and trial forbearances.

Company response to consumer: Closed with explanation