Consumer complaint received 2023-09-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Consumer Financial Protection Bureau RE : Property Address : XXXX XXXX XXXX, XXXX, CA XXXX Dear Officials : We, XXXX, and XXXX XXXX are writing to you to ask for your help on this matter pertaining to property at XXXX XXXX XXXX, XXXX, Ca XXXX, XXXX XXXX. We bought the property for my son, daughter in-law to be closer to us since they were expecting our first grandchild. We have been mistreated and have had this issue mishandled by XXXX XXXX XXXX XXXX who were the loan servicer for many years. This company has been purchased by an investment trust called XXXX XXXX XXXX XXXX who XXXX to now be handling the loan. We purchased the property in a foreclosure sale on XX/XX/XXXX, and have been trying to pay off the loan since purchase. We called and called many times to Rushmore with no help at all and they were always rude and loud to us. Finally, XXXX nice lady answered my email and said that they are waiting to confirm that you are the owner, even though we had sent them the copies of the deed in our name. 
On XX/XX/XXXX we opened XXXX with XXXX XXXX XXXX, XXXX XXXX. She requested and demanded a couple of times for the payoff from XXXX with no response from them at all. Due to Rushmores nonresponse in providing the original note, we took it upon ourselves to send them {$100000.00} on XX/XX/XXXX to cover any late payments and principal, and also, we paid back taxes that were due to the XXXX XXXX. Unfortunately, to this day we still have not received a copy of the original note or the payoff demand. After they took the money, we think, the XXXX company computed the {$100000.00} divided by 12 months of a year and came up with 11.5 % which is unheard of!! Then XXXX started sending XXXX XXXX mortgage bills to pay them. We have repeatedly asked them to provide us with the original note, through emails, letters, fax, and certified mail without any response. XXXX has been very difficult to deal with, even rude, when we spoke to someone by yelling and saying we were not the owners, and now we are unable to speak with anyone and they give us the runaround without resolving the issue. They refuse to recognize XXXX XXXX as the owner and would only direct mail to the previous deceased owner and XXXX XXXX. I even had a hard time and was unable to retrieve the certified postal mail because they directed it to the deceased man. 
Now XXXX has sold the note to XXXX XXXX company. We asked them in writing why the note and the loan was not offered to us!?! Now we have been getting foreclosure notices since XXXX, and all these multiple notices of default and foreclosures are directed now to XXXX XXXX, XXXX XXXX, and the Deceased! Suddenly now they are recognizing XXXX XXXX as the owner!!! It seems that we would have to start the whole process again with the new company XXXX XXXX, even though they should have all the paperwork from XXXX. 
It has been a nightmare! I am XXXX XXXX XXXX ( with medical issues ), and my wife is XXXX XXXX XXXX, and we are tired and so worried that the property will be taken from under us. We have sleepless nights worried that we cant get through to the company to provide us with the information we have requested to pay them off with the fair value of the loan. 
I am attaching more detailed information, which contains a copy of certified letter and other mail sent to XXXX XXXX XXXX XXXX This is a grave matter, and we are desperate and seeking your help. Since they have been sending us foreclosure notices since XXXX, we request your help urgently to have the XXXX XXXX XXXX XXXX XXXX XXXX us so we can make a fair payoff with the terms of the original loan. 
Thank you for your help!

Company response to consumer: Closed with explanation