Consumer complaint received 2025-11-27 00:00:00
Product: Mortgage — VA mortgage
Issue: Struggling to pay mortgage — Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
The servicer, Rushmore Servicing, tried to force the SII to take over the VA loan from their deceased parent. This is after the SII opened probate on XXXX XXXX 2025. However, the first documents they sent had incorrect spellings of names so the notary refused to do the signing and documents were sent back for correction on XXXX XXXX. A second set arrived on XXXX XXXX. After they were reviewed by a legal person the following corrections needed to be made and were emailed to the servicer on XXXX XXXX : These items must be addressed in writing prior to my notary appointment : XXXX. Section XXXX VA XXXX Liability Clause As a non-veteran Successor in Interest, I can not assume or indemnify any VA obligations associated with the original veteran borrower. 
Please provide written confirmation that : This clause does not apply to me, I incur no VA-related liability, and The VA guaranty and entitlement remain tied to the loan under the original veteran borrower. 

XXXX. Section XXXX No Release of Liability Language The agreement states that the Transferor ( Estate of XXXX  ) remains personally liable. This is legally impossible due to the borrowers passing. 

Please confirm in writing that : The Estate is not liable for ongoing performance under the Note or Security Instrument, and No claims will be made against the Estate now or in the future. 

XXXX. Conflicting Effective Dates The agreement lists : New fixed interest rate effective XX/XX/year>, and Assumption effective XX/XX/year>. 

These dates are inconsistent with the probate timeline and servicer receipt of successor documentation. 

Please confirm in writing the correct effective date for : the loan taken the modify interest accrual, and the first payment due under the modified loan. 

Also confirm that no interest, charges, or amounts are assessed prior to the correct effective date. 

XXXX. Veteran 's Entitlement Confirms Because I am not a veteran, the veterans entitlement can not transfer to me. 

Please confirm : The original veterans VA entitlement remains tied to the loan, I am not assuming entitlement, and I incur no entitlement-related obligations. 

XXXX. Scam Section XXXX states that prior insurance does not transfer. 
Please confirm in writing that I may provide my own hazard insurance policy immediately upon assumption and that no force-placed insurance will be applied as long as I provide valid proof of coverage. 

XXXX. Signature Pages The packet includes signature lines for both Transferee and Estate of XXXXXXX / Heir of XXXXXXXXX. 
Please confirm that I am only required to sign in my capacity as XXXX in XXXX, and clarify which signature lines I am required to complete. 

Once I receive written confirmation of the above, I will proceed with scheduling and completing the notary appointment prior to the XX/XX/XXXX deadline. 

I followed up with a phone call on XXXX XXXX to see if they received the documents. I was told my point of contact would reach back out to me. I called again on XXXX XXXX and was told that the NTS was postponed while their legal was reviewing the changes requested. The POC did not return the call. on XXXX XXXX, 2025 I received XXXX notices, XXXX from the servicer and XXXX from the trustee all dated XXXX XXXX, all stating that the NTS was postponed until XXXX XXXX at XXXX, which was the original date they'd scheduled. All the letters came from the same mailing address and they all had the same batch code on them. Trustees in California are not supposed to be the same as the Servicers, they are supposed to be independent agencies. I reached out to XXXX XXXX XXXX since the certified mail sent to the trustee, XXXX XXXX was returned to me twice and there is no phone number listed on their correspondence, on XXXX XXXX and was told again that my POC would contact me. I also checked the state foreclosure auction site and the trustee sale is still showing active for XXXX XXXX, 2025. So I sent a screenshot of this to the servicer ; and have not received a reply.

Company response to consumer: Closed with explanation