Consumer complaint received 2024-01-03 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Loan sold or transferred to another company
Company: Mr. Cooper Group Inc.
State: FL

Complaint narrative:
On XXXX XXXX XXXX XXXX Management after a data breach class action lawsuit was sold to Rushmore Servicing or Mr Cooper. I had already gotten an email in XXXX on the XXXX ( as I had all year ) that payment was applied for XXXX XXXX by the XXXX Assistance XXXX. The XXXX XXXX website said all other payments thereafter wil be transferred to new servicer within the time frame. LIkewise the new servicer Mr Cooper or XXXX servicing said they would indeed forward all payments and credit to loan and abolish fees within the given time on their website. Their fax number however was disconnected/ to fax or call. 
The complaint is that the new servicer Rushmore Servicing has stipulated unreasonable excuses for not processing prior payements on the loan; lacking in a timely manner such as now taking more than 3 months of time causing the loan to have been moving into Foreclsoure threat letter by them. 
No excuses for mortage servicer are the following : -Failing to properly show or investigate payments for XXXX XX/XX/XXXX in old loan servicer -Failing to timely and accurately apply payments made by borrower through Home Assistance Fund.

One with receipt by consumer XXXX XXXX payment ( email confirmation ) by former servicer before transfer. Case in point :,. 
XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX, FL XXXX YOUR INFO LOAN NUMBER : XXXX CASE NUMBER : XXXX REFERENCE : XXXX PROPERTY ADDRESS : XXXX XXXX XXXX XXXX, FL XXXX Rushmore Servicing Mr Cooper as a response to my complaint admitted getting the XXXX payment, in writing to CFPB on XX/XX/XXXX as confirmed to me by HAF, yet Rushmore did not process admitting, " Payments in the amount of {$660.00} each posted to the account on XX/XX/XXXX, and XX/XX/XXXX, prior to the servicing transfer ; however, we are unable to determine the source of these funds. The enclosed Rushmore Servicing Transaction History shows that no payments have been received since the servicing transfer. '' XXXX was documented and should have been credited immediately, in preventing foreclosure before other payments were transferred. 
I called CFPB and read it again with XXXX your associate, who agreed with me. 

Therefore RS /Mr Cooper failed to service transferred loan in three months providing misleading information in response to consumer complaints to Consumer Protection Agency after admitting a payment in XXXX came was not processed since they did not know where it came from yet posed that they have a close alliance with HAF ( who made the payment. ) -Did not do timely diligent reserach as to where tthree of the HAF payments were and if prior servicer processed it to timely relay it to Fennell Account XXXX 
Thus pursuing more avidly a foreclosure set for XX/XX/XXXX in a letter, than processing funds from the government for the loan. 
-- Rushmore or Mr cooper failed to effectively assist, and in fact impeded with delay tactics and denial of processed payments, homeowner trying to save home. 
Rashly given in writing as an answer to CFPA reason for not processing XXXX payment of prior servicer w excuse of " not knowing where it came from. ", not researching but instead sending a letter of no payment for XXXX. 
Engaged in illegal foreclosure practice Thus borrowers are protected from delayed behavior like this that puts them in danger of losing their homes.Seeing online the large volume of mortgage servicing Mr Cooper Rushmore has quickly acquired in this recent year. consumer protections, including how it manages transferred loans with this loan is missing my funds and taking time. 

The last item is that I was told, " In order for you to be reviewed as a possible Successor-in-Interest to the subject property, we need a copy of the death certificate ( s ) of the mortgagors and a recorded document showing that the mortgaged property is part of the trust. '' I faxed all the needed information to ( XXXX ) XXXX as given by XXXX in service center with documents she told needed : dribversllicense XXXX death certificates acceptance of trust reciept from prior servicer of XXXX XXXX payment.

Company response to consumer: Closed with explanation