Consumer complaint received 2025-08-01 00:00:00
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.
State: DC

Complaint narrative:
In XXXX, my mortgage was transferred from Rushmore Loan Management to Rushmore Servicing. 

On or about XX/XX/XXXX, I called to make my mortgage payment as my file was in transfered per Rushmore Loan Management. 

When I called the number for Rushmore Servicing as provided by Rushmore Loan Managment, I received a message saying, " Mr. Cooper 's been hacked. '' The voice was speaking quickly and mechanically. The first time that I called, I could not understand the message. 

I ended up calling about XXXX more times because I was very very confused. Needless to say. I did NOT send my first payment based on the message that I received. 

No compensation for my hacked information, no credit monitoring or anything that I received from Rushmore Servicing. 

What a Welcome I received! Hacked information... 

Since I aways do my best my best to pay mortgage on time, once I became ill, I fell XXXX payments behind and that's when they began the foreclosure process. 

I had applied for the XXXX program per Rushmore Servicing 's request in XX/XX/XXXX. 

My city bumbled my application for XXXX  by paying my XXXX XXXX XXXXXXXX bill when I asked them to pay my mortgage. 

The XXXX program in XXXX, DC denied me saying I wasn't far enough behind, 2 months behind at that that time. 

Rushmore Servicing stopped taking my mortgage payments about 18 months ago. 

Folks their at the hardship line at Rushmore Servicing encouraged me to let XXXX pay for everything. I replied that I am not like that, when I have made bills, I pay them and not try to get over. 

Being ill around those times did not help. I continue to be under care of medical doctor. I am getting stronger by the day. 

Never has Rushmore Servicing extended any Forbearance, anything to actually assist us in staying in our home. Other than reinstatement, deed in lieu. 

For their errors and incompetence, my family and I are on the receiving end of their folly. 

Please listen to the recording from XXXX or XX/XX/XXXX and hear the lady tell me to let XXXX pay for the mortgage. 

XX/XX/XXXX is when I was notified that HAF was no longer paying anything because their {$50.00} XXXX dollars was exhausted. 

Their reason for denial : Per Rushmore Servicing... 

The modification will not reduce the payment by 10 %. 

Sounds to me like they want to XXXXXXXX XXXX the price so high that we can not afford it, yet they reviewed my Financials and agreed.that I can indeed pay the mortgage.

It sounds as if they want t to change the rules in the middle of the game. 

I have a special needs young adult and my grandson with special needs. 

I have been in my home since XX/XX/XXXX. We need to remain safely in our home. 

We have the funds to pay the mortgage per Rushmore Servicing. 

Show me any adult who has never had financial issues and I will show you someone born with a silver spoon. 

My plan forward is in place and working. 

I appealed the denial of the loan modification because i do no beleive that Rushmore Servicing has lived up to " we want to assist you to stay in your home. '' We need a favorable decision and better assistance options that are not swayed towards Rushmore Servicing. 

Rushmore Servicing needs to answer someone as to why they want me and my family out on the street, especially when I did everything that Rushmore Servicing asked me to do. 

As a senior who has paid taxes since I was XXXX XXXX XXXX, my expectation is that all is resolved in a way that is positive for my family and allowing the mortgage to be satisfied. 

Please have Rushmore Servicing allow us to have a Forbearance or other reasonable options that allows us to remain in our home. 

XXXX XXXX  owned by XXXX has enough money and resources to allow us to pay off this mortgage without the mortgage being foreclosed. 

Thank you for allowing me to express these concerns. 

I remain, XXXX XXXX. 


Thank you for your time.

Company response to consumer: Closed with explanation