Consumer complaint received 2025-06-08 00:00:00
Product: Mortgage — FHA mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Trying to communicate with the company to fix an issue with the application process
Company: Mr. Cooper Group Inc.
State: TX

Complaint narrative:
Rushmore Servicing purchased my mortgage through XXXX XXXX XXXXXXXX XXXX in XX/XX/XXXX XXXX XXXX sent me a letter that EVERYTHING WOULD REMAIN EXACTLY AS IT WAS the only difference I would be writing the check out to Rushmore Servicing instead of XXXX XXXX XXXX Mortgage. On XX/XX/XXXX, my home caught on fire and burned down. I reached out to Rushmore Servicing and it was then I was informed that Rushmore has refunded my insurance premium to XXXX XXXX XXXX Mortgage and placed lender placed insurance on my note. I was NEVER informed that this happened and I was devastated because now ignorantly I was not covered for my home or its contents. Rushmore sent an XXXX he reported the home a total loss. On XX/XX/XXXX XXXX XXXX wire transferred the amount of XXXX ( draft # XXXX ) which cleared the bank on XX/XX/XXXX to Rushmore to cover their interest only. The only way I know this I because the adjuste contacted me and told me. Never once did Rushmore disclose this. I called Rushmore to ask them to either apply it to my loan or allow me to use It to rebuild my home. They consistantly gave me the run around. I have sent certified letters demanding they apply it to my loan I have record of every call I made and the progress that was made. This company has not acted in my interest not one time. XX/XX/XXXX I received notification that they wanted to foreclose. After 2 years of holding the money they wait till I have literally exhausted my savings and put myself in considerable debt, They want to foreclose on my home that I built with my only money. I was devistated again. I filed for bankruptcy on XX/XX/XXXX, I could not afford a lawyer but it did protect my home from being sold. Inevitably the XXXX dismissed the bankruptcy case because I could not get the paperwork done correctly because I had no legal help. XX/XX/XXXX I received a statement from Rushmore that indicated they had finally applied the funds to the account but somehow I still owed XXXX. I didn't understand how I owed that amount but over all of the bad business this company had inflicted I came to the conclusion that I should get a loan modification and pay what they wanted. On XX/XX/XXXX I submitted a modification application through their portal, within a week I had submitted XXXX pages of documents they needed because UNDERWRITING was pause. I reached out to my point of contact and was informed that Rushmore had filed foreclosure again and the status of my modification was changed from underwriting paused to the applying phase. I am convinced that Rushmore is applying these tactics so they can foreclose on the home I have built. They filed foreclosure while underwriting was paused and put the status back to applying phase, after accepting the XXXX documents.It was stated in the portal that my documents were accepted. I will attach proof to this complaint. I believe that this company is committing a federal crime.I am requesting that CFPB intervene and ensure the servicer complies with RESPA and loss mitigation requirements.

Company response to consumer: Closed with explanation