Consumer complaint received 2025-08-14 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: MA

Complaint narrative:
I am XXXX XXXX XXXX XXXX XXXX who is on XXXX and fall on " protected class ''. 

I am currently delinquent due to fund sent to third party without my information. I have been trying to resolve this issue with bank but there is no action has been taken by bank and recently bank started foreclosure process. My attorney has been trying to reach the mortgagee but the bank- Rushmore servicing ( mortgagee ) is irresponsive. The entire delinquency is based on two payments make to law firm XXXX XXXX XXXX XXXX without my or my attorney 's prior information. 
1 ) One is {$27000.00} is essentially composed of double payment of HOA. HOA was already being paid directly to condominium association by the bank and added to my monthly payments. I have been requesting and subsequently demanding the account details where the HOA was being credited by XXXX XXXX XXXX XXXX  and other service providers but I have not received any information from Rushmore servicing. This amount is added to my escrow which made my monthly payment very high. 
The escrow amount is incorrectly calculated as it includes {$27000.00} dollar paid to XXXX XXXX XXXX XXXX -- -a law firm who is not authorized to represent the Condominium due to many reasons. My house is in three unit condominium which is highly unprofessional and other two unit owners are colluding against and done massive embezzlement in HOA funds and the law firm is supporting their activities, breaking multiple MGL laws and even Ethical and professional conduct set by Supreme Judicial Court. I was not even informed when other two unit owners hire this firm. Currently I am under lawsuit with this law firm as well as other two unit owners. It is very important to note that, I had reached Rushmore Servicing several times since XX/XX/XXXX when I made my first communication regarding this matter. I also informed Rushmore Serving that I have a Attorney representing the matter and provided detail of the Attorney. I also informed that the law firm is involved in fraudulent activities and hence any communication made by above said law firm should be communicated to me or my Attorney and no action should be taken from Bank side. But Rushmore Servicing ignored my emails and paid the money without my consent or prior information. The amount {$27000.00} included monthly HOA - which is {$330.00} per month- since XX/XX/XXXX to XX/XX/XXXX that sums up to {$21000.00}. This makes the major XXXX of payment remaining is lawyers fee and other fee. How poor service Rushmore Serving provides can be visible by the fact the it made payment without informing me /my attorney but also without validating the claim as monthly HOA has been paying by the bank directly to XXXX XXXX  since 2XXXX. Please find attached copy of letter sent by XXXX XXXX XXXX confirming that they have paid previous balance and in future XXXX will make payments directly to XXXX XXXX and for this reason my monthly mortgage payment was increased to {$2200.00}. Please find attached document named " XXXX XXXX letter '' that is the evidence of my statement. Page 1 of this attachment confirms payment of HOA made since XXXX and page 2 explains how my monthly mortgage will change as XXXX XXXX will make payment directly to the Condominium moving forward, which in-turn will be added to my monthly payment. Ever since XXXX XXXX and later other mortgage servicing companies, including XXXX XXXX  have been paying monthly HOA directly to Condominium. I have attached Escrow statement for past several years that shows the monthly {$330.00} debit. The name of the attachment is " Escrow statement detailed ''. This also include changes in my monthly mortgage payment due to Escrow projections and estimates. For instance, in page number 4 of this attachment explains how the monthly principal, interest and escrow are calculated and hence my XX/XX/XXXX payment will change to {$2200.00}. So if a law firm XXXX XXXX XXXX XXXX claims that HOA is due since XXXX, Rushmore servicing should have validated this claim before making the entire payment. When this matter came into my notice in XX/XX/XXXX, I sent complaint to Rushmore serving attached with this email as " Complaint about making XXXX payment 2 '' in which I included the telephonic conversation I had with XXXX XXXX ( XXXX XXXX ) on XX/XX/XXXX. I also detailed the specific laws that were violated and forwarded the recent communication with lawyer of XXXX XXXX XXXX XXXX. Subsequently I contacted customer care helpline several times and then on XX/XX/XXXX I wrote the second letter - attached with this email as " Complaint about making XXXX payment 3 ''. In this email I included the conversation I had with XXXX XXXX ( XXXX ID # XXXX ) along with detailed letter sent to XXXX XXXX XXXX XXXX with XXXX attachments. I explained how the law firm has violated various chapters of Massachusetts General Law, Laws of attorney Bar association, and Ethical practices. Ever since sending these complaint I called customer helpline number several times and sent numerous emails to " XXXX '' explaining how Rushmore has made double payment of HOA for several years. I also demanded Condominium account details where the banks claims to credit {$330.00} per months as shown in escrow statement and included in my monthly mortgage. I gave " document retention notice '' ( Please see attached " Account information Request for HOA '' ) and informed the bank that I will take legal actions if the information- that which account HOA was being credited for several years '' has not provided to me. On XX/XX/XXXX I wrote a letter to Rushmore Servicing that according to Real Estate Settlement Protection Act, they are obliged to provide me the information within 15 days. ( Please find this letter as attached document named " Account information Request for HOA '' XXXX ). I wrote over 20 emails to get this information but only communication I received as an apology letter ( Reference number XXXX ) stating that Rushmore servicing is apologetic about not handing my case appropriately. I requested Rushmore Serving to provide correspondence sent by XXXX XXXX XXXX XXXX and also informed that I am in lawsuit against this law firm and the correspondence sent by XXXX XXXX XXXX XXXX is required in the case. Nevertheless, I received no response from XXXX XXXX. This is classic case of poor management, lack of due diligence, negligence and violation of fiduciary duty.

2 ) I gave document retention notice and clearly wrote on letter sent on XX/XX/XXXX, that my condominium is three units condo and not professionally managed, that other XXXX unit owners are colluding and engage in embezzlement, that if any law firm claim to represent condominium kindly inform my lawyer " XXXX XXXX '' ( who was representing me against the condominium and law firm ) as they all are involved in fraudulent activity. I also clearly wrote that after this email where I am reporting fraudulent activity if the bank cooperates with the law firm or the condominium then bank will also be part of forgery. Please find attached letter with this email in pdf named " Reporting Fraudulent Activity ''. Clearly bank was aware of fraudulent activity of demanding double HOA which bank paid. What brought huge resentment and surprise to me is instead of resolving the issue of double payment of HOA, in XX/XX/XXXX Rushmore Serving made payment of massive {$47000.00} to XXXX XXXX XXXX. This payment was also asked as due HOA and Condo improvements ( unit owners are improving their own units on Condominium fund and producing fake bills. I have evidence of this and the matter is also in Court ) This payment was also made without my information or my Attorney 's information When XXXX serving experienced that the law firm demanded fraudulent HOA payment in past, that the mortgage holder is in legal battle with the law firm and my previous complaint was not resolved then on what grounds Rushmore Serving paid such outrageous amount of money. Of {$47000.00} amount {$43000.00} was unapproved construction in Common area and {$1300.00} in attorney fee. 

I and my attorney have been trying to reach legal representative of Rushmore servicing. There has been no communication from any legal representative. We left voice massages and requested the bank to respond but bank remained unresponsive. 

These two payments are putting me in default bracket and now foreclosure process has started. Bank had made such negligence, lack of fiduciary duty, poor management and complete lack of due diligence. All this is causing me huge stress and mental trauma, which I will hold the bank accountable for. 

I have all the intent to keep this property as this has been my primary residence for past 14 years. Please provide me support. I have sent monthly payments till XX/XX/XXXX and have record of that, despite the fact that it includes inflated escrow amount. But Rushmore servicing is demanding roughly $ XXXX as " Corporate advancement '' which is essentially sum of fee and second payment made by the bank without my knowledge.

Company response to consumer: Closed with explanation