Consumer complaint received 2024-06-04 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Struggling to pay mortgage — Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu
Company: Mr. Cooper Group Inc.
State: NY

Complaint narrative:
This letter serves as a formal complaint against Rushmore Servicing for the following : 1. Failing to provide a written status of my loss mitigation application.

2. Failing to provide an approved modification, although I complied with requirements.

3. Reporting delinquency without my knowledge of loss mitigation status. 
XXXX. Failing to provide XXXX XXXX although they are Rushmore Loan Management Services under a new name. 

In XX/XX/XXXX my mortgage payments increased approximately 40 %. Payments increased from {$380.00} to {$560.00} due to an alleged escrow shortage of approximately {$2800.00} referred from the previous Servicer, Rushmore Loan Management Services. This increase was the beginning of my hardship. In or around XX/XX/XXXX I applied for loss mitigation assistance which has taken approximately 4 months. I have been channeling and retaining all requested documents faxed to the Servicer and corresponding with various Rushmore Servicing Representatives ( XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX ) as to the status of my application. 

In or around XX/XX/XXXX after not receiving any written outcome to my loss mitigation application, I contacted Rushmore Loan Servicing, XXXX who stated my modification application was denied due to the bank statement not being highlighted for the {$500.00} rental income. I explained to XXXX that I highlighted the {$500.00} income which corresponded to the lease agreement. In turn, XXXX accelerated my concerns in which he too had agreed I complied with the requirements. I waited for approximately XXXX minutes while XXXX tried contacting the department, but was unsuccessful. XXXX advised he was going to have my loss mitigation contact XXXX call me and to this date I have not received any correspondence. 

I have continued to pay the XXXX the initial {$380.00} payments in which I can afford and seek to have the XXXX provide a written response as to the status of my application. In addition, on XX/XX/XXXX the XXXX reported late payments to the XXXX credit bureaus although I have been in the process of applying for loss mitigation assistance and unaware my application was denied for a reason in which I had already complied with the XXXX. 

Lastly, I have not received my XXXX XXXX from the Servicer although according to research they are Rushmore Loan Management Services practicing loan servicing under Rushmore Loan Servicing. 


Moving forward, I am seeking a fair opportunity to apply for loss mitigation assistance, a written response as to the status of my application, written reason for the denial if so, and for the XXXX to redact their reporting of delinquency while I still remain in the loss mitigation process. Subsequently, I am seeking a copy of my XXXX XXXX required to file tax returns. I do not wish for the XXXX to respond with unnecessary documents I already retain for my records, payment history, etc.

Company response to consumer: Closed with explanation