Consumer complaint received 2024-11-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: OH

Complaint narrative:
Rushmore has been putting up a brick wall to stop us from getting assistance and then conducted an illegal foreclosure auction, selling our house while under federal bankruptcy protection. We have been doing everything we can to save our home, contacting their staff repeatedly, explaining our situation but get nowhere. Selling our home while under bankruptcy protection is ILLEGAL!! After several conversations with the law firm they took action to reverse the mortgage sale, but it is an example of how Rushmore does business. We want to fix things, we want to pay them, but due to XXXX and health issues and a lengthy wait for a XXXX claim to get approved we had problems making the payment. We were honest about our situation while recovering from multiple hospitalizations and near death from XXXX and were happy when we got approved for a deferment. The problem was that they expected us to immediately resume making regular payments and I was still waiting for the XXXX benefits to get finalized so I could pay. We explained this multiple times, but Rushmore filed the foreclosure paperwork on XX/XX/XXXX and I got the XXXX funds on XX/XX/XXXX. Now we luckily escaped foreclosure but do not trust Rushmore and their servicing practices. 

I served in the XXXX XXXX in the XXXX and then began working as a welder. I had been living in the house with my girlfriend since XXXX. When the owner passed away we were able to work out a deal to purchase the home from the family. We did not have any problems with the mortgage payment until XXXX hit and XXXX had very bad experience, and came down with XXXX XXXX different times and nearly passed away each time. I also was very sick with XXXX. This kept XXXX from working as well as lots of extra medical bills and co-pays so we were struggling financially. We had kept contact with Rushmore and eventually were offered the CARES forbearance.. Rushmore knew we were behind on the mortgage and they knew it was because of XXXX so we got put in the program. When my XXXX claim was close to being completed I contacted Rushmore to let them know we would be able to resume payments soon. In late XXXX we got approved for a deferment. I had been forced to retire from welding on doctors orders due to injuries from a past car accident. So I had an active XXXX claim when we went through the process with Rushmore. We were happy at the time that Rushmore worked with us and offered the deferment, and made the first payment in XX/XX/XXXX. The problem is that the XXXX had been finalized but it takes time before you get the first check. We called in to tell the agents at Rushmore the situation and the agent knew the money was coming and said if you cant pay right now, please call in as soon as you can so that we can keep this plan active. 

Unfortunately a few days before I got the first XXXX check Rushmore started the foreclosure process and the assistance offer was taken off the table. I attempted to re-engage and tried to send in the papers for a new review for a modification or deferment or something but I always talked to a different person every time. They told me we dont know if you will qualify and I told them that my girlfriend lives in the house and contributes her income and they said we will send you the form so you can add her in but I never got this information from them. I continued to call Rushmore but I was never able to get the paperwork reviewed by Rushmore. Then they tried to sell our house we have lived in for 14 years.

Company response to consumer: Closed with explanation