Consumer complaint received 2024-04-18 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Mr. Cooper Group Inc.
State: WA

Complaint narrative:
In XX/XX/XXXX I opened a bridge loan ( Account # XXXX address XXXX XXXX XXXX XXXX XXXX, WA XXXX XXXX with XXXX XXXX XXXX to purchase a new home while I awaited for my home to sell. XXXX XXXX utilizes the services of Rushmore Loan Servicing to handle all collection of payments and servicing of loans. 
The bridge loan was opened on XX/XX/XXXX and paid off in full on XX/XX/XXXX. 
As part of the loan process, I paid {$4200.00} into the escrow account which was to cover the XXXX property taxes on the house I was living in, in the event it did not sell before property taxes were due. 
In XX/XX/XXXX, I received two checks from Rushmore in the amounts of {$38000.00} and {$2300.00}. I deposited both checks with XXXX XXXX on XX/XX/XXXX. XXXX days later, I was notified by XXXX XXXX that Rushmore Servicing had placed a stop payment on the check for XXXX XXXXXXXX, with no explanation. 
I contacted Rushmore Servicing customer service at least 6 times via telephone, sent emails through their on-line loan software program and additional emails through my XXXX email account, inquiring as to the reason for the check cancelation. No customer service rep could ever explain why the check was canceled and when/if I would receive a replacement check. I received several auto replies from Rushmore stating the inquiry had been closed, with never any explanation as to why the check was issued or cancelled. 
In addition to asking why the XXXX XXXXXXXX check had been canceled, I inquired as to when I would receive the balance of my escrow funds. I never received a response regarding the escrow question either. 
In XX/XX/XXXX, I asked my mortgage broker, XXXX XXXX for assistance. XXXX contacted her contact person at XXXX XXXX for assistance. Neither were ever successful in getting an answer to either of my questions. 
At the end of XX/XX/XXXX, I filed a complaint with the WA State Attorney General 's Office. On XX/XX/XXXX, I received a phone call from a customer service representative with Rushmore who assured me she was going to help me get a detailed accounting of my bridge loan payoff amount and she would look into the situation with the balance of my escrow account which I was owed. She asked me to give her some time, which I agreed to. A week went by and I had not heard from her. On XX/XX/XXXX I received another phone call from the same woman and she apologized for taking so long with a response and asked for more time to research my issues. 
On XX/XX/XXXX, I received an email from Rushmore customer service rep XXXX XXXX who said he was working on a response to my complaint I filed with the state. He asked for some clarification regarding pre-paying " interest. '' I told him I had not prepaid interest, but I had prepaid my property taxes which were in escrow. 
After several days, I did not hear back from XXXX, so sent him a follow-up email asking when I would receive the full loan payoff accounting and when I would receive the balance of my escrow funds. I received a response from XXXX on XX/XX/XXXX stating he needed additional time to complete his review. 
It is now XX/XX/XXXX and I have not received the detailed accounting of my bridge loan that lasted a total of 23 days. It really should not be this hard or take this long to produce the requested information. In addition, Rushmore still owes me the balance of my escrow funds, totaling {$2100.00}. The check I received in the amount of {$2300.00}, was for {$2100.00} in escrow and the balance was a fee they were refunding me. 
Thank you for any assistance you can provide, XXXX XXXX

Company response to consumer: Closed with explanation