Consumer complaint received 2025-03-20 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Mr. Cooper Group Inc.
State: OR

Complaint narrative:
COMPLAINT SUMMARY : I paid my mortgage payment every month, on time, in full. 
Rushmore Servicing committed billing mistakes for four months, then discovered their own mistakes, then accused me of late payments, then reported to credit agencies that I was 30 and 60 days late on my mortgage payment, even though I never missed a payment. 

COMPLAINT DETAILS : In XX/XX/XXXX, XXXX XXXX sold my mortgage to Rushmore Servicing, and XXXX XXXX disabled my online mortgage payment portal. 

In XX/XX/XXXX, Rushmore sent me messages saying they would create a mortgage account for me and send me a payment link. 

Later in XX/XX/XXXX, Rushmore informed me that my online payment portal was available. On XX/XX/XXXX, I created an account on the Rushmore website and viewed the invoice for my first mortgage payment to Rushmore. The invoice was for {$740.00}, due by XX/XX/XXXX. 
I attached a screenshot of that invoice page to this complaint. 

In XXXX, I timely paid the {$740.00} amount due. 
Every month after XX/XX/XXXX, I have paid the mortgage payment to Rushmore, in full, on time. 
I never missed a payment in any month, and never made a late payment.

I attached a screen shot of my Rushmore payment history to this complaint. 

During XXXX, XXXX, XXXX, XXXX, and early XXXX of XXXX, Rushmore never sent me any message or notice of a late or missed payment. Since I was paying the mortgage every month, I had no reason to think anything was wrong. 

In XXXX XXXX, Rushmore began sending me notices that my mortgage payment was late. I had never missed a payment, so I assumed that Rushmore made an accounting error, and I began to communicate with Rushmore, explaining that I never missed a payment, and they needed to fix this problem. 

During XXXX, XXXX, and XXXX, I created XXXX different tickets on the Rushmore Customer Service page asking for resolution of this problem.

Each time, Rushmore responded with a message that I did not need to do anything else at this time, and, that their Research Team was investigating the problem.

I attached screenshots of those chat messages to this complaint. 
I never received any response, explanation, or resolution from the Rushmore Research Team in XXXX, XXXX, or the first three weeks of XXXX. 

However, beginning in either XXXX or XXXX, without my knowledge, Rushmore began to report to credit agencies that I was 30 and 60 days late on my mortgage payment. I did not know Rushmore was doing this until my bank informed me that new items had appeared on my credit report. 

Rushmore 's actions were unethical, misleading, unfair, and damaging to my credit rating.

I paid my mortgage on time, in full, every month.

Each month, I paid the amount that Rushmore said was due.

When Rushmore began to say that I missed a payment, I worked in good faith to resolve the issue with Rushmore, and Rushmore 's replies to my tickets assured me that I did not need to do anything else until I received a response from the Research Team, which never came. 

If a lender tells a borrower to wait while the lender investigates a billing problem, but the simultaneously reports the borrower as being late on payments, that is unscrupulous conduct. It is unfair and harmful to consumers. 

In XX/XX/XXXX, during a phone call with a Rushmore CS agent, we discovered that the source of the problem was the mistaken information on the very first Rushmore payment invoice from XX/XX/XXXX. That Rushmore invoice should have informed me that the amount due by XX/XX/XXXX was a double-payment of {$1400.00}, for XXXX and XXXX. 

After the XXXX phone call revealed the problem, I made XXXX XXXX mortgage payments to Rushmore to bring my account current, and then I made a timely payment in XXXX. The payment issue has been RESOLVED. 

Rushmore did not discover their billing error for almost five months. From XXXX through XXXX, Rushmore never mentioned a late or missed payment. 
In XXXX and XXXX, they still did not mention any XXXX payment, they only told me that I missed a payment, to which I responded that I had never missed a payment in any month. 

When I asked them to fix the problem, they said they would investigate it and told me to wait until I heard back from the Research Team. But without my knowledge, they also started reporting my mortgage payment as 30 or 60 days late. UNETHICAL AND UNFAIR PRACTICE! 

If I was paying the mortgage every month, how could I be 30 days late? 
If I was paying every month, it is impossible that I was ever 60 days late. 
If they told me I didn't need to do anything else while waiting for a finding from their Research Team, how could I be late on a payment? 
If their XXXX, XXXX, XXXX, and XXXX invoices all told me to pay {$740.00}, and I paid that amount each month, how can Rushmore say I was late if I was timely paying the amount they told me to pay? 

I never received any message or mailing from the Research Team until late XXXX, after the billing issue had been resolved. I only learned in late XXXX that Rushmore had been reporting me to credit agencies for late mortgage payments.

Company response to consumer: Closed with explanation