Consumer complaint received 2024-03-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Struggling to pay mortgage — Foreclosure
Company: Mr. Cooper Group Inc.
State: OH

Complaint narrative:
Rushmore Servicing obtained our mortgage on XX/XX/XXXX. I was told no one could speak to me for a couple of weeks as they didn't have the files.

I tried to call many times and was on the website and was told that I couldn't receive any information as they had been cyber hacked.

Then I was told they couldn't talk to me until they verified that I was in fact the Executor and that my court papers were authentic.

Then I was told that they had to get verification of the death certificate ; they felt it was fraudulent because it was too many pages.

Then they told me they couldn't talk to me still because they didn't have the Executor paper ; but found it during the call in the file they had ; but had to get approval again before they could talk to me. 

I received a letter in XXXX stating that they had the mortgage and understood there was an issue due to the death of my father, and that they were going to put any foreclosure motions on hold so we could get it straightened out. 

In XXXX i was finally given access to the account and told I needed to pay {$10000.00} to bring the mortgage current no later than XX/XX/XXXX. They signed for a cashier 's check in the amount of {$10000.00} which they signed for on XX/XX/XXXX. 

On XX/XX/XXXX I received a letter stating that the amount I sent ( more than they asked ) was not sufficient and I needed to call to find out what they now needed. 

I found out on XX/XX/XXXX that despite all of my communications, payments, calls and efforts, they began foreclosure procedures in XXXX and were foreclosing on XX/XX/XXXX. I received NO information about this, but they were able to continue to tell me to send money. Which I have done. I was told that if I sent the additional funds, they would stop foreclosure. 

I wired more money. They received it on XX/XX/XXXX before their deadline. On the morning of XX/XX/XXXX they told me that I still had not sent enough money because that morning they had added an additional {$1200.00} fee. No one could explain the fee or why the mortgage wouldn't be reinstated based on my payment on XX/XX/XXXX and their agreement that was the amount of money they needed. 

You can never speak to the same person, EVERY person you speak to tells you to do something different, send a different amount, etc. I have been told on multiple occasions that a supervisor would call me. That has NEVER happened in spite of more than XXXX requests to speak to a supervisor. I have asked every call to speak to my " Dedicated Loan Specialist '' and every time they refuse to allow me to speak with this person that signs the letters and is designated as my contact. I have been told they can not transfer m calls to anyone except that person that answers the call and that all of the decisions to help clients are " made behind closed doors. '' In 8 days they are going to take our family farm ; not because I wasn't paying the mortgage but because they wouldn't accept the payments, lost payments, said they shredded our cashiers check and continue to change the amount due on a daily basis when I pay what they ask within their time frame. 

This needs to be stopped and I need help!

Company response to consumer: Closed with explanation