Consumer complaint received 2025-03-05 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: NY

Complaint narrative:
Subject : Formal Complaint Against Nationstar Mortgage LLC d.b.a. Rushmore Servicing, Nationstar Mortgage LLC d.b.a. Mr. Cooper, XXXX XXXX, and Rushmore Loan Management Services To Whom It May Concern, I am filing this formal complaint against Nationstar Mortgage LLC d.b.a. Rushmore Servicing, Nationstar Mortgage LLC d.b.a. Mr. Cooper, XXXX XXXX, and Rushmore Loan Management Services for predatory lending, fraudulent loan servicing practices, improper loan handling, refusal to provide accurate payoff information, unlawful obstruction of my refinance attempts, and wrongful foreclosure proceedings. Below is a detailed account of the misconduct and violations I have faced : Background of the Loan : In XX/XX/XXXX, I purchased XXXXXXXX XXXX XXXX using a hard money loan through XXXX XXXX XXXX XXXX. The original lender was XXXX XXXX. Due to severe delays caused by my architects failure to obtain the necessary approvals from the Department of Buildings ( DOB ), I was unable to begin work on the house in a timely manner. After an extended period of inaction, I was forced to terminate their services and seek alternative solutions to move the project forward. Throughout that time period, I maintained a successful and timely payment history. 
In XX/XX/XXXX, XXXX  sold my loan to Rushmore Loan Management Services ( RLMS ). As we approached the maturity date in XX/XX/XXXX, I was unable to refinance due to construction delays. After discussions with RLMS, we mutually agreed to a month-to-month payment arrangement at the same interest rate, confirmed in writing by RLMS.

Rushmores Bad Faith Conduct : Refusal to Accept Payments and Fraudulent Payoff Letters : In XX/XX/XXXX, RLMS abruptly refused to accept my payments, violating our prior agreement and despite my history of timely payments. 
In XX/XX/XXXX, Rushmore Servicing took over the loan. At that time, I secured a new lender to refinance the property in its " as-is '' condition, but Rushmores payoff letters contained grossly inflated and fraudulent figures, artificially inflating the balance to over {$1.00} XXXX. I repeatedly demanded corrections, providing supporting documentation, but my requests were intentionally ignored. 
I filed a CFPB complaint, yet instead of a legitimate resolution, I received a response from Mr. Cooper, not RushmXXXX, deliberately complicating the matter and deliberately sabotaging my refinance, causing me to lose the deal entirely. 

Denial of Construction Holdback Funds : Bad Faith & Unjust Enrichment : By XX/XX/XXXX, I had begun renovations out of pocket. In XX/XX/XXXX, I formally requested the release of my construction holdback funds ( {$180000.00} ) to complete the project and proceed with refinancing. Instead : Rushmore unlawfully redirected me to XXXX. 
XXXX  conducted a fraudulent inspection, falsely claiming the property was only 9 % complete, despite verifiable photo and plan evidence showing XXXX % completion. 
Upon disputing the false inspection report, XXXX  shifted its reasoning, claiming that because the loan maturity date had passed, the funds would not be released. 
I have paid interest on these holdback funds from the inception of the loan and formally demanded either the immediate release of funds or a credit for the unjust interest charges on funds withheld in bad faith. Both XXXX and XXXX refused, each deflecting responsibility, engaging in a scheme to unjustly enrich themselves at my expense.

Fraudulent Payoff Letters & Deliberate Obstruction of Refinance : I have secured another lender ready to refinance the property. However, Rushmore and Mr. Cooper continue to obstruct my ability to pay off the loan by providing false, misleading, and fraudulent payoff letters. Each payoff letter contains significant and material inaccuracies, including : Fraudulent claim that I have not made any payments since XX/XX/XXXX, despite bank statements proving otherwise. 
Failure to credit the full amount of holdback funds, which were unlawfully withheld, nor have they credited the interest I paid on these funds. 
Unexplained and unauthorized fees deducted from the balance. 
Manipulated interest rate calculations, failing to maintain the agreed 7.49 % rate. 

Unlawful Foreclosure Proceedings & Due Process Violations I recently received a " Summons to Foreclose '' from the XXXX XXXX XXXX. However, I only received XXXX of the XXXX pages via regular mail. Upon legal investigation, I discovered that a XXXX foreclosure docket had been filed without proper legal service.

The pattern of fraudulent payoff letters, deliberate misinformation, and refusal to communicate demonstrates that Rushmore and Mr. Cooper are engaged in a calculated scheme to unlawfully foreclose on my property, despite my repeated willingness to pay the accurate and fair amount. 

Repeated Attempts to Resolve & Willful Non-Compliance : I have made countless formal attempts to resolve these issues, including documented communications with Rushmore Servicing and Mr. Cooper. Despite submitting extensive supporting documentation, my efforts have been met with : Deliberate delays Empty promises of resolution Non-responsiveness Intentional misinformation Even after my attorney sent a formal demand letter, the only response was an arbitrary mailing address update a blatant evasion of accountability.

Demand for Immediate Regulatory Action & Relief : I request the CFPB take immediate regulatory action against Nationstar Mortgage d.b.a. Rushmore Servicing, Nationstar Mortgage d.b.a. Mr. Cooper, Rushmore Loan Management Services and XXXX XXXX for : 1. Fraudulent and misleading payoff statements in violation of federal law 2. Bad faith refusal to honor contractual obligations 3. Unlawful withholding of construction holdback funds 4. Predatory lending and deliberate obstruction of loan payoff 5. Wrongful foreclosure proceedings and due process violations Requested Resolutions : I am formally demanding the following : An immediate and accurate payoff letter, including : o Full credit for all payments made o Full credit for the construction holdback funds they unlawfully withheld o Reimbursement of interest paid on the withheld holdback funds o Removal of all unauthorized and unexplained fees o Enforcement of the originally agreed 7.49 % interest rate Immediate cessation of all foreclosure proceedings until an accurate payoff letter is provided A formal regulatory review and enforcement action against Nationstar Mortgage d.b.a. Rushmore Servicing, Nationstar Mortgage d.b.a. Mr. Cooper, Rushmore Loan Management Services and XXXX XXXX  Supporting Evidence : I have attached documentary evidence to support my claims, including : Letter from RLMS ( XX/XX/XXXX ) confirming our month-to-month agreement Bank statements proving payments XXXX XX/XX/XXXX Fraudulent resolution and payoff letters ( XX/XX/XXXX & XX/XX/XXXX ) Foreclosure summons and evidence of improper service This complaint in a formal letter format with my signature I urge the CFPB to take immediate enforcement action to halt these predatory, deceptive, and unlawful lending practices. If this matter is not resolved promptly, I will pursue all available legal remedies to protect my rights and property.

Company response to consumer: Closed with explanation