Consumer complaint received 2025-03-20 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: PA

Complaint narrative:
Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint against Rushmore Servicing  concerning unauthorized actions taken on my mortgage loan, resulting in significant financial hardship. Below is a detailed account of the events leading to this complaint : Background : Property and Loan Information : Property Address : XXXX XXXX XXXX, XXXX, PA  XXXX Loan Number : XXXX Servicer : Rushmore Servicing  Personal Circumstances : I am a XXXX senior citizen living on a fixed income, comprising a modest pension and Social Security benefits. 

I have resided in my home since XX/XX/XXXX and have consistently managed my property taxes and homeowner 's insurance independently of my mortgage payments.My mortgage payments are current. 

Sequence of Events : Financial Hardship and Tax Delinquency : In XXXX, I lost my job as a corporate XXXX, leading to financial difficulties. 
Consequently, I fell behind on property taxes for the years XXXX, XXXX, and XXXX, totaling {$32000.00}. 

Repayment Arrangements : By XX/XX/XXXX, I had repaid all past-due taxes except for a balance of {$12000.00} for the tax year XXXX. 

I entered into a written agreement with XXXX XXXX to pay the remaining balance in installments of {$1000.00} per month. 

All payments under this agreement were current, and I had also paid my XXXX and XXXX property taxes in full. 

Communication with Rushmore Servicing  : On XX/XX/XXXX, I received the first and only letter from Rushmore Servicing  inquiring about my property tax records. 

I promptly responded, informing them of my payment arrangement with the township and explicitly instructing them not to make any property tax payments on my behalf. I supplied with the documents supporting my statements At that time, my mortgage payments were current and paid on time. 

Unauthorized Payment and Escrow Account : Despite my explicit instructions, Rushmore Servicing paid {$12000.00} toward my XXXX property taxes without my consent. 

Subsequently, they increased my monthly mortgage payment from {$1200.00} in XXXX to {$4300.00} in XXXX by imposing an escrow account. 

Dispute and Lack of Resolution : I immediately contested these actions in writing, requesting that the unauthorized payment be added to my loan balance and that I continue managing my property taxes and insurance independently. 

Rushmore Servicing has not applied my XX/XX/XXXX mortgage payment, placing it in a holding status and insisting on full payment under the new terms. They are trying to put me in load default. 

Concerns : Financial Hardship : The sudden increase in my mortgage payment due to the imposed escrow account has created significant financial strain, jeopardizing my ability to meet my financial obligations. 

Equity Position : Having resided in my home for over 25 years, I hold substantial equity in the property, significantly exceeding the remaining loan balance. 

As the primary equity holder, I believe I should have greater authority over decisions affecting my property and financial obligations. 

Trust Issues : I am aware that Nationstar Mortgage LLC, operating as Mr. Cooper and affiliated with Rushmore Servicing, reached a settlement in XXXX with the CFPB and multiple states over allegations of unfair and deceptive practices, including issues related to mortgage servicing and foreclosure procedures. 

This history raises concerns about the integrity of current practices. 

Requests : Documentation : Provide written evidence from my original loan documents authorizing Rushmore Servicing to establish an escrow account on my behalf. 

Loan Adjustment : Apply the {$12000.00} paid by Rushmore Servicing to XXXX XXXX to the principal balance of my loan, as I did not authorize this payment. 

Cease and Desist : Immediately cease any attempts to impose an escrow account, assess late fees, or alter my payment structure without my explicit consent. 

I have maintained detailed records of all communications and payments related to this matter and am prepared to provide any additional information required. I respectfully request the Consumer Financial Protection Bureau 's assistance in resolving this issue promptly to prevent further financial hardship. 

Thank you for your attention to this serious matter. 

Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX, PA XXXX Email : XXXX Phone : XXXX

Company response to consumer: Closed with explanation