Consumer complaint received 2024-02-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Lien release
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
I have copied and forwarded all of this and the prior complaints to XXXX and both Attorney Generals in each state ( California, Texas ). 
Hello please help me and the rest of us seniors that have had to deal with a servicer you can not get a hold of, does not process payments without complicated deceptive fees to reduce payments, adds on old loans from long ago that were satisfied, does not read or process fax, email or mail timely or just does not answer, but most of all sets a bad example of what consumers face this year. Stop this please. 

This is an all around bad and unethical servicer and they should be stopped not slapped on the hand like you did last time. Try this number XXXX see what prompts do then they hang up. They did not process the XXXX payment of XXXX they did not process the other XXXX payments by XXXX only XXXX with the expert bookmaking of taking {$2000.00} from XXXX XX/XX/XXXX and only applying one payment. Charging fees for home inspection twice. Please help I sent all of this to the President of US and Attorney General in Texas where Mr Cooper XXXX 
See docs. 
Mr. Cooper 's Rushmore Servicing This servicer is impossible to get a hold of, will not accept my Trust as succesor, charges fee after fee, does not process payments timely and purposely makes payments late even from XXXX XXXX XXXX. 
they did not process the XXXX payment nor XXXX and XXXX that XXXX XXXX XXXX  sent to them instead they did some fancy bookkeeping by finding every fee and way to make it that there were not XXXX payments applied but only one. They are incompetent and deceptive. Lookat what they did to the XXXX payments of {$710.00} from XXXX on the enclosed statement and did not acknowledge the XX/XX/XXXX payment I sent proof of by former servicer. They still manage to put house in jeapardy and my health. 

Now they have not abolished the loan of XXXX that was decades ago and satisfied by XXXX XXXX yet Mr Cooper they will not correct the errors.Valid way to contact a person a phone number that does not send you to XXXX prompts then hang up this is XXXX  that I can not get a hold of a servicer without having to go through default area is the only one that answers Try this number XXXX see what prompts do then they hang up. 
They had a false fax number on website for several weeks until I contacted email to tell them and they removed it. 

I have contacted several friends in tv that see this happening more with ghost paid loans coming out of the woodwork by servicers for banks that do not do proper auditing.Please help there arealot of Florida seniors like myself needing this sercvicer to be disciplined. They should have seen the prior servicer had to leave quickly due to a class action but they were nevertheless working on removing the satisified ghost XXXX XXXX loan. 
Rushmore XXXX was in the process of abolishing it before they had a class action suit and closed down and sold servicing to Rushmore Mr. Cooper, that interrupted the process. I ask Mr. Cooper to make it correct

Company response to consumer: Closed with explanation