Consumer complaint received 2024-05-16 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Mr. Cooper Group Inc.
State: MI

Complaint narrative:
Rushmore Loan Management Services LLC XXXX XXXX XXXX XXXX, Loan No. : XXXX with original mortgagee : XXXX XXXX XXXX XXXX. 

Rushmore Services LLC DBA Mr. Cooper LLC DBA Nationstar Mortgage XXXX LLC Loan No. : XXXX Please Consumer Financial Protection Bureau please take this matter to task and don't let Rushmore just pay lip service again.to you and my husband and me. We are between a rock and hard place due to these matters and time is running out for us to get this done and with our health as well. 

We filed for XXXX loan mitigation with Rushmore Loan Management Services ( RLMS ) we also received XXXX funds to pay our forbearance amount owed to RLMS, they refused this payment, and told our XXXX agent they had sold the account to Rushmore Services XXXX So, we gave the just received validation of debt paperwork from Rushmore Services and gave this information to our XXXX agent. In meantime, RLMS proceeded with the foreclosure sale of our loan, even though it had been sold to Rushmore Services LLC, DBA Mr. Cooper, XXXX days previously. As Rushmore Services told us the rest of the paperwork was still being transferred to Rushmore Services LLC, DBA Mr. Cooper/Nationstar Mortgage. Per the information we were given by RLMS attorneys. We called Rushmore services per RLMS attorneys said to contact them as our loan was with them. We did, Rushmore Services told me they would not be foreclosing on our loan on XX/XX/XXXX and XX/XX/XXXX, as it was on hold. Come to find out the XXXX funds were not accepted by either company. All the while we under the impression that one of them had accepted the XXXX funds and there would not be a foreclosure on our property. Instead, neither of these companies accepted the XXXX funds, and they did indeed foreclose on our property on XX/XX/XXXX. When Rushmore Services told us they would not be foreclosing on us on the XXXX of XX/XX/XXXX, as XXXX XXXX bought the property at a XXXX XXXX XXXX XXXX XXXX sale, paid the balance in full, the legal notice said that XXXX XXXX XXXX XXXX put it up for foreclosure sale and sold it to XXXX. Now we have another owner of the loan to add to the mix. 

With all of this said, we had filed a storm damage claim with XXXX XXXX XXXX on our 5-stall garage building prior, thee iinsurance check was dated XX/XX/XXXX, check number XXXX XXXX XXXX XXXX, made out to XXXX and XXXX XXXX and XXXXushmore Loan Management Services. We sent the insurance check out to RLMS and they deposited it on XX/XX/XXXX according to the returned insurance company check copy we received from our XXXX XXXX XXXX XXXX. Those funds were transferred to Rushmore Services ; however, they have refused to send back the {$7.00}, XXXX insurance funds so we can pay our garage roof contractors, they require 50 % down in order-to-order trusses, roofing materials, electrical contractor, etc. We were sent their attestation paper not to hold them accountable, or not to sue them on the insurance company claim for our garage building repairs. We have jumped through their hoops, and have called several times, faxed the attestation paper, and still we have not received the insurance company funds back. There is not any money owed to Rushmore Services, XXXX XXXX XXXX paid them in full via the foreclosure sale with their attorney XXXX XXXX in XXXX XXXX XXXX. From the last time I sent in a complaint, nothing has been done by Rushmore Services. They pay CFPB and me lip service only. They still have not sent us our insurance money from our escrow account, and it should have been drawing 5.25 % interest for XX/XX/XXXX, as the loan balance was paid in full by XXXX XXXX. We are still waiting to have some kind of legal action for violation of Federal Consumer Financial Protection Act, Real Estate Settlement Procedures Act, and more than likely other laws, I am not aware of. 

We really need to pay them the down payment in order for them to order our roofing joists, materials and electric contractors supplies for the repairs on our 5-Stall Garage Building. We have NOT received any of these funds to get this done, and it has caused more damage to our garage and contents due to Rushmore 's failure to pay these funds to us, not to mention the XXXX XXXX  XXXX XXXX Building Inspectors want these repairs done or started by XX/XX/XXXX, as time is running out. 

Sincerely, XXXX and XXXX XXXX

Company response to consumer: Closed with explanation