Consumer complaint received 2023-12-06 00:00:00
Product: Mortgage — VA 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: CO

Complaint narrative:
My mortgage was sold off to Rushmore Loan Management Services while I was struggling to stay current with payments. After working with a community non profit, they were able to help me with the past due balance and the mortgage was brought current in XXXX. At this time, the loan was transferred to Rushmore Servicing, another company under the XXXX XXXX conglomerate. I called at the end of XXXX to verify how I would be making payments. I spoke to a representative who said that they could not access my account yet because it was still being migrated to their system and this process could take a couple weeks. I raised my concern about getting hit with late fees, but the rep assured me that no late fees would be assessed in the first XXXX  days of transfer. 

Towards the end of XXXX I tried to access the Rushmore Servicing website and found out they had been the target of a hack. Approximately a week later, access to their website was restored and I was able to create an account. I called Rushmore again around the middle of XXXX to get clarification on a fee that was not explained on my statement. Towards the end of the conversation, the rep asked if I wanted to start a loan modification application. I was extremely clear that I did not want anything to change with my loan at all. Do not start an application, do not touch my mortgage, I do not want anything to change. Interest rates have been increasing and they are pushing low rate loans into these loan modifications. I submitted a payment for the entire balance due after this phone call. 

Considering the experience I've had so far with this company, I was checking on my account regularly to ensure these payments were posted properly. Instead of applying it to my loan based on the current payments, they applied it as if I had accepted the trial plan for the loan modification that I never wanted. Yesterday I logged into my account to see they have been pushing me through a loan modification process that I never initiated and firmly refused when they brought it up the first time in XXXX. I have screenshots showing that an application was started and that application was received by them. I called today to request the application documentation that was submitted. Initially I spoke to someone from a call center located overseas, but requested to speak to a supervisor and I was transferred to a rep located in XXXX. This representative stated that the loan modification was automatically processed despite me stating that I did not want anything to be changed with the mortgage. At this time she said she was going to research my payments and she would put me on a brief hold. That was XXXX minutes ago. This company makes it extremely difficult to speak to anyone and when you finally do get through, they leave you on hold and never come back to address anything. I did not choose to do business with this company and yet I'm forced to because my mortgage was sold to them. Telling me XXXX thing, then doing exactly what they said they wouldn't. Submitting applications to change loans without the consent of the borrower seems like it should be illegal. Now I have to worry that they will do other fraudulent activities which could result in misapplied payments, late fees, etc.

Company response to consumer: Closed with explanation