Consumer complaint received 2025-01-29 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Fees charged
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
I work for a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  In the summer of XXXX, I got hit with a double whammy. Our hours were reduced XXXX XXXX XXXX XXXX, and the mortgage company that holds the note and mortgage on my house ( Rushmore ) jacked the payment up {$310.00} in one month ( {$1100.00} to XXXX ). I couldn't make the XXXX and XXXX payments. I'm the kind of guy who, when there's a problem, runs XXXX creditors, not from them. Thus, I communicated with them by phone through all of this. They knew what was going on and what was to happen. I made nothing secret. And to catch up, I did what I said I would do. I made a {$2000.00} payment in early XXXX, {$2000.00} more at the beginning of XXXX, and {$1300.00} in XXXX. I was going to make a {$1800.00} payment in XXXX but was told by a Rushmore customer service rep over the phone that {$3400.00} would bring the mortgage current. So, I told her I'd hang on to that {$1800.00} and combine it with my XXXX check to make a {$3400.00} payment in early XXXX, which I did on XX/XX/XXXX, communicating with them via phone the whole time. Between early XXXX and early XXXX, I paid them almost {$8700.00} ... this to make good on XXXX {$1500.00} payments. However, in XXXX, I got this phone call informing me that the {$3400.00} payment I made was only the first of XXXX payments. I'd have to make XXXX more payments of {$2200.00} to bring the account current!! 

I'M NOT MAKING THIS UP! 

This is my payment history since the first $ XXXX payment : {$2000.00} XX/XX/XXXX {$2000.00} XX/XX/XXXX {$1300.00} XX/XX/XXXX {$3400.00} XX/XX/XXXX For a total of {$8700.00} in payments between XX/XX/XXXX, and XX/XX/XXXX and I have the credit union statements to prove it all. 

So, to make this clear, between early XX/XX/XXXX and early XX/XX/XXXX, I made over {$8700.00} in payments, and now, they're trying to soak me for XXXX {$11000.00} between now and the end of XX/XX/XXXX!! Is there no end or boundary to these peoples ' greed? The district pays us hourly, and our take-home fluctuates. I expect to net only {$2600.00} for the month of XXXX, yet this greedy mortgage company wants {$2200.00} payments starting now. That's 85 % of my take-home pay!! Can YOU live on $ XXXX? Gas, groceries, utilities? That's what they're expecting me to do. 

I haven't talked to them in a month. Every time I talk to one of them, I'm hit with bad news of one sort or another, usually that I owe them yet more money. The customer service reps dont know what information any of the others have collected. Every time we talk, I have to reiterate EVERYTHING I told the rep during the last phone call. No matter how much I pay them, its never enough. I'm done talking to them. It's time to complain to you and possibly consult an attorney and sue. Whoever they are that run the place oughta lose their jobs AND homes. Rushmore is predatory and should be shut down. I had no choice... they bought my mortgage, forcing me to deal with them. 

When you contact them, they're doubtless going to give you a bunch of razzle-dazzle talk to make it sound like their greed is perfectly justified. They have to look up to see XXXX. 

I decided to do some research on these guys and see what others thought. Im glad I did. Seeing these reviews explained a lot about their mistreatment of me. Ive had a lot of the same problems. Read on for the following reviews for Rushmore on XXXX XXXX. 

Out of XXXX reviews, 76 % were negative. No surprise here. 

HORRIBLE customer service. They randomly debited my account for an additional mortgage payment that I did not initiate or authorize. I had to navigate their phone tree for XXXX minutes to reach an agent. The phone system does everything possible to prevent you from reaching a live agent, and rather than offering sensible escalation paths to reach a human when their automated options are insufficient, it pushes you back into an endless loop of the same basic options that are obviously available online. I had to keep calling back and trying different phone tree options through trial and error to finally reach someone. The issue was ultimately resolved, but with extreme headache and frustration. This is a company that clearly does not care about customers, and in fact, seems to actively resent them. XXXX XXXX XX/XX/XXXX Absolutely horrible to deal with. The loan department refuses to provide a direct line for communication and won't provide direct emails, forcing you to go through the entire labor-intensive customer service call before speaking to someone. You have to repeatedly justify your reason for calling every time you call. I recommend doing business elsewhere. XXXX XX/XX/XXXX Where do I begin?? Negative Star rating! Absolutely the worst Mortgage Company around! Customer Service, there is none! Everything is automated by a Computer and I mean everything! Try getting ahold of Customer service, no really Try! XXXX, When and if you ever reach aomeone, they are so imcompetant its not even funny! They DO NOT report your Mortgage to the Credit Agency at all! Absolitely the worst! XXXX!! XXXX XX/XX/XXXX These are only XXXX negative reviews from a list that goes on and on.

Company response to consumer: Closed with explanation