Consumer complaint received 2024-06-06 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
Hello, Rushmore Loan Management transferred my Mortgage account to RUSHMORE SERVICING on XX/XX/XXXX. When I received my account statement, i noticed that they had added an escrow account for hazardous insurance. 
On XX/XX/XXXX I submitted my insurance policy and told them that I have automatic payment from my insurance company so they don't have to send any payments. 
On XX/XX/XXXX Rushmore Servicing paid my insurance XXXX {$1500.00}. 
When I received my account statement on XX/XX/XXXX, I called Rushmore Servicing and made the payment of {$1500.00} on XX/XX/XXXX and asked to not make any payments to XXXX because XXXX takes the payments from my home and vehicles insurance automatically. 
Then again, on XX/XX/XXXX Rushmore Servicing sent another payment of {$1600.00} to XXXX. 
On XX/XX/XXXX I asked XXXX to send a refund check to Rushmore because XXXX had already taken that payment from my account. 
On XX/XX/XXXX I called Rushmore to see if they had received the refund check from XXXX so they can remove my escrow account. They said that hadn't and that in order for them to submit a request to remove the escrow account I had to pay them {$300.00} that it would be refunded to me when the refund check is received. I made the payment. 
On XX/XX/XXXX Rushmore received and deposited the refund check of {$1600.00} from XXXX ( I was not aware of that ). 
On XX/XX/XXXX I called Rushmore to see if they had received the refund check of {$1600.00} from XXXX and they say no ( when later on I found out they had already deposited it on the XXXX ). 
Again, on XX/XX/XXXX I called Rushmore again, and again, they said they had not received the payment and that in order for them to submit the removal of the escrow account I had to pay them the {$1600.00} that they will reimburse when XXXX check is received. I went ahead and make the payment for {$1600.00} that same day XX/XX/XXXX, so they could remove the escrow account. 
When I received my XXXX 's statement I noticed that they had not only NOT removed the escrow account but kept adding charges to it. I called Rushmore to asked them to review my account because I had made XXXX overpayments that they need to reimburse me and that they had to remove the escrow account that if they need anything from me to let me know and I will send it. 
On XX/XX/XXXX I received a letter saying that the removal of my escrow account had been denied. 
On XX/XX/XXXX I spoke with XXXX from XXXX Department and asked her why the request was denied. She said the system shows that I have no hazardous insurance coverage. She asked me to submit my insurance policy, prove of the overpayments, payment history to XXXX, payment history to Rushmore Servicing and a copy of the XXXX ' cleared check. I submitted all the requested info the same day ( XX/XX/XXXX ). 
On XX/XX/XXXX XXXX Contacted me saying that they still working on my case and that she would contact me within a couple of days. I asked her that before they make a decision of denying my request of escrow account removal, to contact me and let me know if they need any documents that might help on my case and I would be happy to send them. I haven't heard from her since. 
On XX/XX/XXXX I received a called from Rushmore 's collections department asking for a payment of " my past due balance '' on my escrow account. I had to go again through the whole problem with the representative. He ( XXXX XXXX said he was emailing XXXX on that same moment to let her know and to have her contact me. That same day I emailed XXXX as well, but received no response from her nor anyone from the company. 
There have been 7 months of so much stress on something as simple as registering payments received from an account and prove of insurance coverage. Every time I call I have to waste XXXX hours of my time plus the frustration of not solving a problem they created and the money they owe me and I need to go visit my XXXX XXXX XXXX father. 
And just to be clear, my mortgage payments are made automatically through my bank institution by XXXX XXXX. I have not missed a single one. 
The refund I'm entitled to from Rushmore Servicing is {$1900.00} ( {$300.00} + {$1600.00} ). What I have been asking them all this time is to review my account and apply ALL the payments I have submitted, close the escrow account and refund me the overpayments. Attached you will find the insurance declaration pages from the policy with uninterrupted coverage for XXXX & XXXX as well as a copy of the payments from my bank. 
I hope they listen to you better than they had listened to me. 
Thank you in advance for your time. 
Respectfully, XXXX XXXX

Company response to consumer: Closed with explanation