Consumer complaint received 2024-02-16 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Mr. Cooper Group Inc.
State: SC

Complaint narrative:
I am writing to file a formal complaint against RightPath Servicing and it's parent company Nationstar XXXX Mr Cooper Mortgage and affiliate Rushmore Servicing. I was appointed as XXXX of my XXXX  XXXX 's estate in XX/XX/XXXX and began handling all XXXX matters. This includes the mortgage now in the name of the XXXX. During this same month ( XX/XX/XXXX ), the mortgage was transferred to RightPath servicing. I began contacting RightPath servicing on XX/XX/XXXX in order to handle the mortgage, which was past due. I emailed RightPath on this same day with all required documents for me to be added to the account and requesting resolve the balance. I never received a response. For many weeks, I was unable to get in contact with anyone at RightPath, despite calling multiple times a week. The phone system was completely down for weeks, the website was down, and no payments could be made. On XX/XX/XXXX, I called RightPath and someone finally answered the phone. On that day, I spoke to a gentleman named XXXX XXXX. He explained to me that I qualified for a loan modification. This modification would extend the loan term significantly. However, he said it would result in a slight reduction in payment, and most importantly, he stated I would no longer owe the outstanding balance. He explained I would start in a XXXX trial period. In order to have the modification " fully approved '', I would be required to pay on time for 3 months. Since I'm preparing to sell the house in a few months anyway, I agreed to the modification to avoid having to dip into limited funds available in the XXXX account. I was asked to submit the same documents I emailed on XXXX in order to be validated. This included my drivers license, death certificate, and letters testamentary. I sent these to him by email on XX/XX/XXXX. I ended my conversation with him feeling good about this arrangement. I proceeded to make the immediate payment, followed by XXXX and XXXX payments as required per the modification. I did not hear from RightPath again after my XX/XX/XXXX phone call with XXXX XXXX. Out of the blue, over 2 months later on XX/XX/XXXX, I received a call from RightPath where lady proceeded to tell me my modification was not approved because they were unable to validate me as successor in interest. She tried to abruptly end the conversation, but I kept pushing to be told why I wouldnt have gotten approved. I needed to understand. I explained that I submitted all documents that were requested. She then stated that I would need to provide a copy of the XXXX, and she directed me to email that to XXXX. Of course, I emailed this immediately on the same day as directed. I would have happily submitted it much earlier had I known it was required. On XX/XX/XXXX, I received a letter in the mail from RightPath stating they were unable to establish evidence of my interest in the property. Ive provided everything theyve requested. XXXX legitimately appointed by probate court and have all documents to prove that. Now, I am unable to make any payments online due to the payments section of their online portal being unavailable everyday. I can not make a payment over the phone nor speak with anyone by phone because RightPath does not ever answer the phone during their published customer service hours. The office is currently closed message just plays continuously as of XX/XX/XXXX. Oddly enough, I am now receiving mail that effective XX/XX/XXXX, RightPath is changing it's name to Rushmore Servicing. I need for someone from RightPath or Rushmore to contact me and help me resolve this situation immediately. I need to understand exactly what I need to do to establish evidence of my interest and resolve this account, whether it be reinstating the modification that was suddenly revoked, or paying off the full balance that was deferred.

Company response to consumer: Closed with explanation