Consumer complaint received 2024-10-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Applying for a mortgage or refinancing an existing mortgage — Negative impact of inaccurate appraisal
Company: Mr. Cooper Group Inc.
State: CT

Complaint narrative:
Rushmore loan services, aka XXXXXXXX XXXX  XXXX. hired a XXXX XXXXXXXX XXXX XXXXXXXX, to lock my home, preventing us access to the property while we were sick with covid and having to take care of a terminally ill son. Rushmore Servicing locked the house preventing me and my brother access to the home, removed our stove, refrigerator, bank ordered that all of our personal belongings, family heirlooms, family albums of deceased parents destroyed, lawn mower, snowblower, plates dishes, pots, toilets, all documented on XXXX XXXX CT police report, house carpets damaged, kitchen cabinets ruined, house winterized, but pipes left with water exploiting all over, walls ripped open all electrical wires hanging, garage doors damaged, copper pipes stolen, windows broken, floors, bath tub ruined. Rushmore never disclosed the payment that they received from the insurance claim to their internal insurance company and never did any repairs to the home only damages that did not existed before the locked the property. The house was appraised in XX/XX/2024 for {$320000.00} but they did two recent biased opinion appraisals at a lower price that the previous appraisals at {$270000.00} dollars not following XXXX XXXX XXXX  appraisal laws maliciously not taking into consideration that to be able to sell the property at a fair market value which should be {$400000.00} I borrowed {$80000.00} to restore the damages to the property and get the right price when selling it. Bank was informed that I was restoring the house to normal so sell it and paid the arrears owed to the bank, but they forced a foreclosure and devaluated the value of the house, and inflated the amount of money owed to them by adding extra expenses for property management and securing the house when ironically the house was damaged so bad that the winterization done caused all the pipes to burst as they did not drained the pipes all of them bursted when the plumber turned on the water. I had to call someone to fix well costed over {$2000.00} to be able to enable water from the well reach the holding tank. I am a XXXX XXXX XXXX  and so is my brother who also owns half of the home. I am suffering the financial hardships that the bank as caused us by taking all of our personal property without a court order. One of the property management workers informed that the bank had given orders to empty the house without a court order and he informed that I was not the only person that the bank has done this in the area. 
I want that me and my brother are treated fairly and I feel that the bank should pay for the our personal property {$60000.00} and for the damages to the house {$130000.00} which is what it is costing me to restore the house to a normal living condition to be able to sell it and pay the bank arrears, law fees and attorney fees. It is not fair that they claim for securing and cost to maintenance the house when they caused so many damages and took the stove, toilets etc. I am not able to cook or boil a cup of water because my stove, cups pots are all gone. I am a XXXX XXXX and I am XXXX and I feel that I was discriminated and taken advantage along with my brother, because we were ill when they took advantage to deprive us out of our belongings, misused the insurance money instead of repairing what they damaged, took all of our most valuable items family heirlooms that we inherited from our deceased parents that can never be replaced maliciously and without any order of the court that allowed them to do this and the house was not in foreclosure when they did this, and to my belief this is illegal in Connecticut and is considered elderly abuse of XXXXXXXX XXXX XXXX. Please help us recover our personal belongings and not let Rushmore bank to continue abusing the elderly and other mortgagees that are unable to defend themselves against their illegal ways. Please look at the expenses they are presenting without details and request that they explain the insurance claim whereabouts and also what the details of what they are charging for securing a home that they vandalized and stole all personal property from elderly disable people while they were XXXX  recovering or taking care of a terminally ill son. IT is not fare and they refuse to allow us to apply for a loan mitigation to force us into a foreclosure. This is the home that has been in my family for many years and I will like to bring the house out of foreclosure and be able to work payments to bring the house current. Please help us get the loan modification forms and to get compensated fairly for our financial loss and we will pay all that is legally fair to the bank and the court fees and law fees, but I can not pay {$25000.00} for securing a home that was ironically damaged and all my property stolen causing me and my brother financial damages of over {$190000.00}. I will like to be treated fairly and have deducted from what it is owed legitimately to the bank the financial hurt that the bank has caused us by stealing our personal property and damaging the house. Kindly investigate and find the truth. I can provide pictures of before and after, police records and any information needed. Thank you! 

Sincerely, XXXX XXXX XXXX

Company response to consumer: Closed with explanation