Consumer complaint received 2026-01-07 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
I am submitting this complaint regarding ongoing and unresolved issues with Rushmore Loan Management Services related to loan modification handling, inaccurate recordkeeping, and foreclosure activity. 

My loan was originally modified by XXXX XXXX with a monthly payment of {$4200.00}. The loan was transferred to Rushmore in XX/XX/XXXX. After the transfer, Rushmore accepted both trial and regular payments from XXXX through XX/XX/XXXX but subsequently refused to honor the XXXX XXXXapproved modification. This refusal led to ongoing legal disputes with Rushmore.

Following this, Rushmore offered a trial loan modification in the amount of {$7000.00}, which did not align with the original modification terms. Because this amount was inconsistent with the prior approved modification, I reapplied for a loan modification in XX/XX/XXXX. 

During the XX/XX/XXXX call, Rushmore asked whether I could resume my regular mortgage payment of {$4300.00}, which aligns with the original modification, and I confirmed that I could. I answered all additional questions during the call and was told that my loan modification application had been submitted. 

After receiving no follow-up, I contacted Rushmore in XX/XX/XXXX to check the status of the XXXX application. I was told that although they could see a record of my XXXX call, no loan modification application had been submitted. As a result, I was required to reapply in XX/XX/XXXX and answer the exact same questions. I was again told that my loan modification application had been successfully submitted. 

Despite this, I subsequently received notice that Rushmore has scheduled a foreclosure sale for XX/XX/XXXX. 

Rushmore is engaging in dual tracking by proceeding with foreclosure while simultaneously reviewing my loss mitigation application. Dual tracking is prohibited under applicable mortgage servicing rules, including federal loss mitigation regulations, and is considered a predatory servicing practice. 

In addition, Rushmore has repeatedly : -Provided conflicting and inaccurate information, -Claimed not to have received documents that were previously submitted, -Failed to provide written confirmation that my loan modification application is complete and under review, despite my requests. 

While Rushmore has not provided written confirmation, I can log into my online account and see that : XXXX ) My loan modification application is marked as complete, XXXX ) The application status is listed as in underwriting, XXXX ) A foreclosure sale date is also listed. 

Because I have not received the requested written confirmation, I have taken screenshots of my account showing both the underwriting status and the scheduled foreclosure date. 

I am requesting CFPB assistance to : XXXX ) Require Rushmore to provide written confirmation of my complete loss mitigation application, XXXX ) Investigate Rushmores handling of my loan modification requests and recordkeeping failures, XXXX ) Address the foreclosure activity occurring while my application is under review, XXXX ) Ensure compliance with applicable federal and state mortgage servicing regulations.

Company response to consumer: Closed with explanation