Complaints

This profile includes complaints for Mr. Cooper's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mr. Cooper

  800 State Highway 121 Bypass Lewisville, TX 75067

  
• 

  Nationstar Mortgage, LLC

  38777 Six Mile Road, Suite 114 Livonia, MI 48152

• 

  Nationstar Mortgage LLC

  5520 Dillard Dr Ste 250 Cary, NC 27518

• 

  Mr. Cooper

  4425 Ponce De Leon Blvd Fl 5 Coral Gables, FL 33146

  
• 

  Mr. Cooper Rushmore Servicing RightPath Servicing

  2000 N Classen Blvd., Suite N3400 Oklahoma City, OK 73106

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My loan was sold to Mr. Cooper from ***** Fargo. Mr. Cooper WILL NOT let me automatically do bi-weekly payments without paying a month in advance and has told me this is because their system will send a late payment alert because they pull a month in advance. I've paid bi-weekly since buying my house and had no issues with ***** Fargo. Now, I'm dealing with a company that refuses to follow modern practices to make an extra buck. This is unethical and greedy, and needs to be corrected. Likewise, the company is incompetent and should not be in business anymore.

  Business Response

  Date: 12/21/2023

  Dear ***********************:
  
  Thank you for allowing us an opportunity to serve you.
  
  We received your correspondence through the Better Business Bureau (BBB) on December 11, 2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.
  
  Our records indicate that the subject mortgage loan transferred from ***** Fargo Home Mortgage (***** Fargo) to Nationstar Mortgage, LLC d/b/a/ Mr. Cooper effective November 1,2023. At the time of transfer, the account was due for the December 1, 2023, installment.
  
  The above-referenced service transfer did not affect the terms of your mortgage loan. Additionally, please be informed that mortgage loans are serviced on behalf of the loans investor. As such, when a mortgage loan undergoes a transfer of service, borrowers may be notified via written correspondence;however, your consent of said transfer is not required.
  
  
  Please note that page one (1) of the enclosed Notice of Servicing Transfer, issued by ***** Fargo on October 11, 2023, stated the following:
  
  To prepare for this change, plan to update how you make your payments:
  
  If you have automatic payments with us, those wont transfer over to your new servicer. Youll need to work with your new servicer to see if you can set up new automatic payments.
  
  Page three (3) of the Frequently Asked Questions (FAQs) under the section entitled General stated the following:
  
  What if I send a payment to ***** Fargo instead of the new servicer? If you send a payment to us on or after the transfer date, dont worry. For the first 60 days following the transfer:
  
  Well forward payments we receive to the new servicer. After 60 days, well send them back to you, so you can send them to the new servicer.
  
  Payments we receive on or before the due dates may not be treated by the new servicer as late and your new servicer isnt authorized to charge a late fee.
  
  On December 5, 2023, you spoke with a Mr. Cooper representative and were informed that to be eligible for bi-weekly autopay, the loan would have to be prepaid one (1) month in advance. The same day, the representative sent a Bi-Weekly AutoPay Authorization Form for you to complete and return to our office via e-mail to *********************************,which is the co-borrower e-mail address of record.
  
  On December 11, 2023, you contact Mr. Cooper via our message center, in which you demanded that Mr. Cooper either allow you to enroll in bi-weekly autopay without the loan having to be prepaid or sell your loan. The same day, Mr.Cooper received the completed Bi-Weekly AutoPay Authorization Form requesting that the first (1st) bi-weekly payment be drafted on January 12,2024. The account was notated to reflect that the in order to comply with this request, the loan must be prepaid, reflecting a due date of February 1, 2024,and the payment must be sent to Mr. Cooper no later than December 22, 2023.
  
  It is important to note that page one (1) of the aforementioned Bi-Weekly AutoPay Authorization Form under the section entitled 3 Important Things to Know Before You Enroll states the following:
  
  With Bi-Weekly AutoPay, you are always paying toward the following month (i.e., the two (2) withdrawals made during **** will be applied to your July payment). Because of this, your first (1st) month on Bi-Weekly AutoPay may feel like youre making the equivalent of two (2) full mortgage payments.
  You half-payments will be drafted every other Friday for a total of 26 withdrawals a year. This means there will be two (2) months during the year when three (3) half-payments will be withdrawn. This third (3rd) payment will be applied directly to principal.
  Processing your enrollment could take up to 30 days. In the meantime, please continue making your payments like normal. Well send you a written confirmation when everything is ready.
  
  Additionally,the Mr. Cooper website under the section entitled Biweekly AutoPay states the following:
  
  Eligibility:
  Account must not be enrolled in monthly AutoPay.
  Account must be paid one (1)  month in advance.
  
  For information, please visit ****************************************************************************.
  
  Your signature on the aforementioned Bi-Weekly AutoPay Authorization Form, signed and dated on December 11, 2023, constitutes your understanding of and adherence to the terms and conditions set forth in the authorization form; and that said terms and conditions are non-negotiable. Therefore, we are unable to comply with your request to bypass the one-month prepayment requirement.
  
  As of the date of this letter, the account is current and due for the January 1,2024, installment. Until such time that the loan reflects a prepaid due date of at least one (1) month, Mr. Cooper will not be able to complete the bi-weekly autopay setup.
  
  It is our position that Mr. Cooper has adhered to all applicable guidelines and regulations as it pertains to the servicing of the loan account, and we respectfully refute any allegations that imply otherwise.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
  
  Notice of Servicing Transfer
  Bi-Weekly AutoPay Authorization Form
  Completed Bi-Weekly AutoPay Authorization Form
  
  
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our *************************** at ************.Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (**),Friday from 7 a.m. to 7 p.m. (**) and Saturday from 8 a.m. to 12 p.m.(**).  Visit ** on the web at www.mrcooper.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact us directly, using the information below.
  
  Sincerely,
  
  
  ***********************
  Mr. Cooper
  Customer Relations Specialist
  PO Box ******
  ******, ** 75261-9741
  
  Enclosures 3
  By: BBB Portal

  Customer Answer

  Date: 12/22/2023

  I am rejecting this response because:   The problem isn't that what you did violates your terms; the problem is what your system is doing is amorale and greedy. While I understand that transferring from ***** Fargo to Mr. Cooper would cause some headaches, I shouldn't have to pay a month ahead to resume bi-***************, which I've done since I BOUGHT THE HOUSE. The only reason I reported you is because your practice is wrong and predatory for your customers, who don't even have a say in selecting you as their loan provider for a mortgage. I ask that the BBB actually does something about your practice that rips off customers.

  Business Response

  Date: 12/26/2023

  Dear ***********************:
  
  Thank you for allowing us an opportunity to serve you.
  
  We received your correspondence through the Better Business Bureau (BBB) on December 22, 2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.
  
  Under the *********** Settlement Procedures Act (RESPA) and Regulation X, Mr. Cooper is not required to respond to requests for information that are duplicative and substantially the same as previous requests. After reviewing your correspondence, we found that the asserted errors are the same as errors previously alleged, for which Mr. Cooper complied with our obligation to respond via the enclosed resolution letter dated December 21, 2023.
  
  While this may not be the outcome you anticipated, as it pertains to the policies and procedures of our bi-weekly autopay enrollment, Mr. Cooper stands firm in our decision to not move forward with said enrollment until the account is paid one (1) month in advance.
  
  As of the date of this letter, the account is current and due for the January 1, 2024,installment.
  
  It is our position that Mr. Cooper has adhered to all applicable guidelines and regulations regarding
  the servicing of the loan account, and we respectfully refute any allegations that imply otherwise. Additionally, unless there is new and material information that has not been provided to Mr. Cooper for investigative purposes, we consider this matter to be resolved.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
  Prior Resolution Letter and enclosures (4)
  
  
  
  
  
  
  
  
  
  If you have any questions,please contact our *************************** at ************. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (**), Friday from 7 a.m. to 7 p.m. (**) and Saturday from 8 a.m. to 12 p.m. (**). Visit ** on the web at www.mrcooper.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact us directly, using the information below.
  
  
  Sincerely,
  
  
  ***********************
  Mr. Cooper
  Customer Relations Specialist
  PO Box ******
  ******, ** 75261-9741
  
  Enclosures 3
  By: BBB Portal

  Customer Answer

  Date: 12/26/2023

  I am rejecting this response because:   Yet again, Im not accepting this response until Mr ********************** changes their system. You are taking advantage of people to make an extra buck, and thats wrong.

• Initial Complaint

  Date:12/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a payment of $900. Mr. Cooper claims to have reversed $815.83 of this on 11/29/23 (they did not -- they still have the money) and also now claims I am 8 days late and owe an additional $84.37.

  Customer Answer

  Date: 12/11/2023

  This IS NOT the same complaint as my previous complaint.

  This is NOT a duplicate complaint.

  My previous complaint was regarding Mr. Cooper's attack on my credit file. This new complaint is involving a mortgage paymnent they've stolen. This is NOT the same issue. 

  The previous complaints has NOT been resolved and this is an entirely new, unrelated issue. 

  Customer Answer

  Date: 12/12/2023

  Mr. Cooper/Nationstar stole a portion of my monthly payment, now says I'm late, responds to "tickets" with form letters, and then closes them. The phone system hangs up when I call or puts me into a hold queue that is 30+ minutes long and gets longer the more I wait.

  Business Response

  Date: 12/15/2023

  Please see the attached 

  Customer Answer

  Date: 12/15/2023

  This response did not address the Unapplied Funds Payment Reversal 11/29/2023 ($168.74) which was not returned to me. It also does not address the absolute c*** "customer service" where the agents lie, hang up, close tickets without responses, etc. 

  But to make it simple, I got tired of all of their continuing abuse including crooked accounting and garbage "customer service" and have now paid off the mortgage 100%.

  NONE of my issues have been resolved.

  I calculate that am due a refund $647.58 and want to know when they release the lien on my mortgage and when I will receive the check for $647.58.

  
  

  Customer Answer

  Date: 12/20/2023

  I paid off my mortgage in full (actually $670.06 over payout) and Mr. Cooper has gone full-predatory mode against me.
  
  First they miscalculated the amount due back to me of $506.58.
  
  Their payoff amount was $1647.06 and I had an escrow of $2203.41. Just looking at those numbers (not including their "suspense bucket" shenanigans of $168.74 and $84.37) I would be due $556.35.
  
  11/29/2023 Unapplied Funds Payment Reversal $168.74
  10/30/2023 Unapplied Funds Payment Reversal $84.37
  
  If we do a more detailed analysis:
  
  $63496.55 loan on 8/31/23 at 4.5% (went down to in October to about $8k) -- giving you (generously) $318.50 interest = which would have become $63815.05 by the end of December if not for any payments. And then subtract the August ****** balance which was $285.11 at that time.
  
  This gives an actual account balance with interest included and not including escrow of $63529.94 going into September.
  
  Then I made payments of $64200:
  
  9/28/23: $55,000
  September 26th: $900
  October 30th: $900
  November 29th: $900
  December 12th: $5,000
  December 13th: $1,500
  
  Subtract $64200 payments from $63529.94  and the amount amount due back is $670.06.
  
  Now using their payoff numbers (which don't include their crooked mess with the suspension buckets) I'm due $556.35. And a careful analysis of the money going back the last three months (without the "suspension bucket" nonsense and misapplied payments) shows that I am due $670.06.
  
  And rather "coincidentally" it seems like the (approximately) $168 missing happened to go into a "suspension bucket" on 11/29:
  
  11/29/2023 Unapplied Funds Payment Reversal $168.74
  
  As if that wasn't enough, today (12/20/23) they've changed the status of my account and reopened my PAID OFF MORTGAGE and are saying I OWE them $820.63 by 1/1/24 or they will charge me additional fees and interest.
  
  As of 12/20/23
  Unpaid principal $241.00
  ****** $777.86
  
  By THEIR ACCOUNTING THEY OWE ME $536.86 (though it is actually $670.06).
  
  But now they are demanding another $820.63.
  
  Would you please add this to my complaint? 

  I would like the $670.06 refunded to me and my mortgage released. 

  Customer Answer

  Date: 01/25/2024

  This was a complete waste of my time. The BBB failed 100%. 

• Initial Complaint

  Date:12/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been trying to contact this company for two months now and nobodys gotten back to me about my loan.

  Business Response

  Date: 12/20/2023

  
  
  Dear ***********************:
  
  Thank you for allowing us an opportunity to serve you.
  
  We received your correspondence through the Better Business Bureau (BBB) on December 11, 2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.
  
  Mr. Cooper strives to provide excellent customer service, and we are sorry to hear that you are dissatisfied with your recent experience.
  
  Please note that in your correspondence you did not provide the specific dates and times during which you assert that you attempted to contact Mr. Cooper regarding your account nor did you state the nature of your request. As such, we are unable to further assist you at this time. Should you wish to provide us with the necessary information, Mr. Cooper would appreciate the opportunity to investigate your concerns in further detail.
  
  As of the date of this letter, the account is current and due for the January 1, ****, installment.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation, however, only our internal systems were used in this review.
  
  
  
  
  
  
  
  
  
  Our records indicate that the Federal Home Loan Mortgage Corporation (******************) is the owner of the Note,and we have provided the address below:
  
  ***************** Mortgage Corporation
  *******************************************************************************
  
  Please note that Mr.Cooper is the servicer of the loan and will be responsible for responding to any concerns regarding the servicing of the loan. Servicing matters include but are not limited to the following:
  
  Payment assistance and modifications
  Payment posting
  Validation of the debt
  Foreclosure proceedings
  Payment adjustments
  
  Please direct any communication related to these matters to Mr. Cooper using the contact information below. Please note that the Federal Home Loan Mortgage Corporation will not be able to assist with any of these matters.
  
  If you have any questions, please contact our *************************** at ************.Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (**),Friday from 7 a.m. to 7 p.m. (**) and Saturday from 8 a.m. to 12 p.m.(**). Visit ** online at www.mrcooper.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact us directly, using the information below.
  
  Sincerely,
  
  
  ***********************
  Mr. Cooper
  Customer Relations Specialist
  PO Box ******
  ******, ** 75261-9741
  
  By: BBB Portal

  Customer Answer

  Date: 01/19/2024

  I've filed a complaint before to Mr. Cooper about not being able to speak to someone about paying my mortgage. Please help, no one picks up their phone.

  Business Response

  Date: 01/25/2024

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Dear ***********************:
  
  Thank you for reaching out to us.
  
  We received your letter on January 22, ****, and through the Better Business Bureau (BBB) on January 19, ****, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.
  
  We understand the transfer of servicing of the account was not your choice; however, loans may transfer between mortgage servicing companies during the life of the loan. It is our goal at Mr. Cooper to provide exceptional customer service, and we regret if you are having any uncertainty with the transfer.
  
  Please note that you did not provide the specific dates and times that you attempted to contact Mr.Cooper regarding the account, nor did you clearly state the nature of your request.Our records show that in a recent conversation on January 24, ****, you advised that the issue you were having with your payments being applied was due to your financial institution not removing the stop payment you previously had on your account, which is why your payments were being returned. You confirmed that the recent payment processed by our office on January 19, ****, had been withdrawn from your account with no further issue. As of the date of this letter, the account is current and due for the February 1, ****, installment.
  
  
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation, and we have enclosed them. Those documents are:
  
  Detailed Transaction History
  
  
  
  
  
  
  
  
  
  
  Our records indicate that the Federal Home Loan Mortgage Corporation (******************) is the owner of the Note, and we have provided the address below:
  
  ***************** Mortgage Corporation
  8200 ***********************
  ******, ** 22102-3110
  
  Please note that Mr.Cooper is the servicer of the loan and will be responsible for responding to any concerns regarding the servicing of the loan. Servicing matters include but are not limited to the following:
  
  Payment assistance and modifications
  Payment posting
  Validation of the debt
  Foreclosure proceedings
  Payment adjustments
  
  Please direct any communication related to these matters to Mr. Cooper using the contact information below. Please note that the Federal Home Loan Mortgage Corporation will not be able to assist with any of these matters.
  
  If you have any questions, please contact our *************************** at ************. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (**). Visit ** online at www.mrcooper.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact us directly, using the information below.
  
  Sincerely,
  
  
  *************************
  Mr. Cooper
  Customer Relations Specialist
  PO Box ******
  ******, ** **********
  Phone: ************
  E-mail: ****************************************************
  
  Enclosures 2
  By BBB Portal and Email ******************************
  
  
  
   
  
  
  Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:
  
  Hud.gov
  Neighborworks.org
  
  
  
  

• Initial Complaint

  Date:12/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sept 12th I scheduled a payment to be drafted from my account on Sept 28th for the amount in full for my house payment. I received a letter that my loan was transferred and my payments would still go through to Rushmore servicing but that has not happened and the customer service line will not transfer me to a rep to speak with. This had better not show on my credit report as being late or I will file a case against this company.

  Business Response

  Date: 10/12/2023

  Dear *************************:
  
  We received your letter through the Better Business Bureau (BBB) Portal on October 9, 2023, and we are sharing with you what we found after an investigation into your concerns.
  
  Our records reflect that your loan transferred to Rushmore Servicing effective October 1, 2023, and was due for the October 1, 2023, monthly installment at that time. Your September 1, 2023, monthly installment was satisfied prior to the servicing transfer from Rushmore *************** Services LLC (RLMS).
  
  A subsequent payment in the amount of $1,568.77 was received on October 9, 2023, and satisfied the October 1, 2023, monthly installment. As of the date of this letter, the account is next due for the November 1, 2023, monthly installment in the amount of $1,568.77. A Transaction History is enclosed for your reference.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the document we used in this investigation and we have enclosed it. That document is:
  Transaction History
  
  If you have any questions, please contact our *************************** at ************ or via mail at ********** 4, ***************************************************************  Our hours of operation are Monday through Friday from 7 a.m. to 8 p.m. (**).  Visit ** on the web at www.rushmoreservicing.com for more information.
  
  Sincerely,
  
  
  ***********************
  Customer Relations Specialist
  **********************
  PO Box 619098
  ******, ** 75261
  E-mail:************************************
  

  Customer Answer

  Date: 10/12/2023

  the issue is that on September 12th I authorized a payment to be made from my account on September 28th. The payment was rejected on your side even though the letter for the transfer stated any payment before October 1st would be applied. I had to make a payment on 10-9-23 which was the first day the new site would let me make a payment and it was 9 days past the due date because the Rushmore site would not accept payment. I request this not be reflected on my credit history as a late payment. 

  Business Response

  Date: 10/17/2023

  See attached response. 

  Customer Answer

  Date: 10/19/2023

  Per the letters attached you sent, all payments scheduled to be made before the loan transfer date would be completed which you did not. My payment was scheduled to be drafted on 9-28-23 and was cancelled by Rushmore causing me to have to submit another payment request on 10-9-23. Your letters were false regarding payments scheduled prior to the transfer date. All I am asking is that my payment made on 10-9-23 not be reflected as late or show on my credit report. 

  Business Response

  Date: 12/15/2023

  Attached is Rushmore Servicing's response.

• Initial Complaint

  Date:12/08/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mr ********************** does not have a human representative available to speak too.Continually sends you through a loop when you ask for an agent. Asking for an agent brings you right back to the beginning of the interaction having to enter all your information again.

  Business Response

  Date: 12/14/2023

  Hello. Please see the attached response. Thank you. 

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had this company as my initial mortgage company then it was sent to another company. While I was with rushmore I paid my property taxes not knowing that was included in my monthly mortgage payments. So the township sent my overpayment to rushmore instead of me multiple times. When the township saw I was continuing to pay them they contacted me saying that I'm not supposed to pay my taxes directly and that they have to send my refunds back to last payment received which was from rushmore. They are aware of this and for months I've contacted and they keep telling me the issue is under investigation. They said Sept 20th it was confirmed and they owe me 2 separate payments one was 1534$ and one was 1432$. I continue to call and figure out where my money is with no answers! I'm getting the run around on money that was overpaid and shouldn't be an issue to return my money that was mistakenly overpaid. I've been patient but I can't continue feeling like I'm being strung along please contact me ASAP this is wrong and i've been extremely curtious and understanding but now im done. My number is ********** and my email is ********************** please help me I have a child on the way and this money is desperately needed. I shouldn't have to jump through hoops for my hard earned money thank you

  Business Response

  Date: 11/13/2023

  See Attached 

  Customer Answer

  Date: 11/15/2023

  hey, first off i have to thank you for stepping in and helping, attached is a file from ******* township of multiple overpayments recived and refunded to them not me. So they need to look deeper and send me my refunds.

  Thank you guys so much, its nice to finally see some responses after months of being lied to.

  *********************

   

   

  Business Response

  Date: 11/30/2023

  please see the attached response and enclosures

  Business Response

  Date: 12/21/2023

  Please see attached

• Initial Complaint

  Date:12/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently requested a payoff statement for my heloc . I followed the instructions and sent my final payment via certified mail .Two weeks later it was returned to me (not deliverable as addressed).I tried to contact the company only to get the endless run around of there automated system. To add to the confusion they just transferred from Rushmore loan ********** Services llc. to Rushmore Servicing. How can I pay this off if they say this is the wrong address and I cannot speak to anyone to rectify the situation.

  Business Response

  Date: 12/14/2023

  Attached is Rushmore Servicing's response.

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Requested a partial release from Mr. Cooper 8/4/2023, which according to them should take 30 days. We are 4 months into it, they have taken over $1500.00 in fees for this process and nothing has been done. We have emailed them more than 15 times and not one response. They are a phoneless department so we cant leave messages. We have spoken to every department and every manager in Mr Cooper's office and no one knows anything. They have taken our money and completely ignore us. We finally received an "agent" from Mr. Cooper and their solution is to check up with us once a week to see if this has been handled, but there is nothing they can do because its a different department. In our opinion, this is complete abuse and their lack of professionalism has been horrible. We dont know what else to do except put a complaint with you to either get our money back or give us this partial release of lien.

  Business Response

  Date: 12/29/2023

   

  Hello, 

   

  Please see the attached resolution letter. 

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of issue, Sept 26, 2023 I paid off my mortgage with Mr ********************** at the end of August 2023. Mr ********************** was to then send me the balance left in my escrow account. Before they sent me the money, they took another payment for taxes at the end of September 2023. I need to understand why they deducted this money and paid taxes on property I no longer owed in September 2023. I have reached out numerous times to get an answer, but no one has ever responded. This includes attempts by numerous phone calls, emails and the US Mail to their ********* I would first like an explanation, but more importantly, I would like to get my money back and make people aware of their business practices, or should I say, lack thereof.

  Business Response

  Date: 12/15/2023

  Hello. Please see the attached response and enclosures. Thank you. 

  Customer Answer

  Date: 02/06/2024

  I filed a complaint a few months back and Mr ********************** responded saying that they were looking into the discrepancy, and that they would follow up with me by 12/19/23. It is now 2/7/24 and I have heard nothing more from Mr **********************. The paperwork I submitted clearly shows that a payment was made out of my escrow account in Sept 2023, when I did not own the property. Do I need to file a lawsuit to recoup my money as I am a recent widow and cannot afford to just let them spend my money with no recourse. Please advise. Thank you

  
  

  Business Response

  Date: 02/15/2024

  Hello. Please see the attached response and enclosures. Thank you. 

• Initial Complaint

  Date:12/05/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern, I am writing today because in September of 2022 I entered into a 6 month payment plan to prevent my account from becoming past due. Sept/Oct/Nov payments were combined & then divided across Dec/Jan/Feb/Mar/Apr/May - in Feb there was an escrow increase on the account that I was unaware of & even when speaking to agents every month to make my payment, at no point did anyone advise there was an escrow increase that was going to impact the payment plan. My account was then reported 30 past due for *********** due to the way my over the phone payments were applied to my account. It caused a balance to roll & make the next payment late. I disputed this several times through Mr. Cooper, I spoke with at least 5 agents that could not understand why my payments would have been reported late. I was advised about a week ago that the late payments were approved for removal on 10/24 but as of today these late payments are still showing late on all 3 credit bureaus.FCRA states that this inaccurate information must be removed within 30 days. The reporting of these late payments has caused great distress & has prevented me from putting my family in a better situation financially. I have not paid 1 bill late that I have in almost 10 yrs, but due to these false late payments I am being denied loans & lines of credit. It has severely crippled my ability to make any financial moves to help my family in this current economy. I have been fighting this since June. I would like confirmation of the resolution that I was advised was completed last week on 10/24 & a phone call to help me understand how this happened in the first place. Thank you.

  Business Response

  Date: 12/12/2023

  ***************************;                                                                                                              December 12, 2023
  1973 ********.         
  
  ACCOUNT INFO
  LOAN NUMBER: 0685271066
  REFERENCE NUMBER: 0008016260
  BBB CASE NUMBER: 20962978
  PROPERTY ADDRESS:
  1973 ********.
  ********, ** 33810
  
  MORTGAGOR:
  *****************************
   
  ********, ** 33810-2758                                                                  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Dear **************************:
  
  Thank you for reaching out to **.
  
  We received your correspondence on December 6, 2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.
  
  Credit Reporting
  
  In your correspondence,you stated that you entered into a six month payment plan to prevent your account from becoming past due. You also stated that in February 2023, there was an escrow increase on the account that you were unaware of and even when speaking to agents every month to make your payment, at no point did anyone advise there was an escrow increase that was going to impact the payment plan.You requested a correction to your credit report. Review of the account determined that you were approved for a Repayment Plan and a letter dated October 27, 2022 was sent to you with the details of the plan. As of October 26, 2022, the total past due amount on the mortgage was $2,486.44. Therefore,beginning on December 1, 2022, the monthly payment was $1,873.55 for six months.
  
  Pursuant to the information provided to you in the letter, the monthly payment is subject to change if it includes monthly escrows payments for taxes and insurance and the escrow obligation changes after an escrow analysis. The letter also provided you with information that the Repayment Plan does not constitute an agreement by the servicer to waive any reporting of the delinquency status of the loan.
  
  The annual escrow analysis was completed and an Escrow Review Statement dated December 21, 2022 was sent to you with the details of the analysis. The escrow amount of the monthly payment was updated to $459.53 along with a shortage amount of $84.80,effective February 1, 2023. Please note that your account is currently enrolled in our paperless statement program. Therefore, electronic notifications are sent to the authorized e-mail address for the account to make you aware of account documentation being ready for you to view.
  
  A letter dated May 30,2023 was sent to you with information that a transaction on your account resulted in us placing funds in the unapplied funds account as they were insufficient to be applied as a monthly payment. At that time, additional funds in the amount of $436.04 were required to bring the account current.
  
  On June 5, 2023, a letter was sent to you with information that we received an inquiry from Equifax regarding the account. We responded to Equifax on June 2, 2023 and the information provided to you in the letter was that they would be providing you with a final resolution regarding your inquiry.
  
  On June 8, 2023, a letter was sent to you with information that we received an inquiry from Transunion regarding the account. We responded to Transunion on June 7, 2023 and the information provided to you in the letter was that they would be providing you with a final resolution regarding your inquiry.
  
  On July 20, 2023, a letter was sent to you with information that we received an inquiry from Transunion regarding the account. We responded to Transunion on July 13, 2023 and the information provided to you in the letter was that they would be providing you with a final resolution regarding your inquiry.
  
  On October 21, 2023, a letter was sent to you with information that we received an inquiry from Transunion regarding the account. We responded to Transunion on October 24,2023 and the information provided to you in the letter was that they would be providing you with a final resolution regarding your inquiry.
  
  We received your inquiry on December 5, 2023 regarding the credit reporting for the account. ********************** submitted an update to the credit reporting agencies with instructions to adjust their records and remove the negative credit information for the months of March 2023 and May 2023. We requested that you allow the credit reporting agencies five days to complete the update.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred because under section 15 U.S.C. 1681s-2(a) (1) of the Fair Credit Reporting Act (FCRA), Mr. Cooper is required to report complete and accurate information to all credit bureaus. However, as a courtesy, Mr. Cooper submitted an update to the credit reporting agencies with instructions to adjust their records and remove the negative credit information for the months of March 2023 and May 2023. You have the right to access the documents we used in this investigation and we have enclosed them. The documents are.
  
  Escrow Review Statement
  Repayment Plan Letter
  Research Letters (5)
  Transaction History
  Unapplied Funds Letter
  
  If you have any questions, please contact our *************************** at ************ or via mail at ********** 4, **************************************************************. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m.(**), Friday from 7 a.m. to 7 p.m. (**) and Saturday from 8 a.m. to 12 p.m.(**).  Visit ** on the web at www.mylakeviewloan.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
  
  Sincerely,
  
  
  
  *******************
  Mr. Cooper
  Customer Relations Specialist
  PO Box ******
  ******, ** 75261-9741
  E-mail:**********************************************
  
  Enclosures 9
  By BBB Portal
  
  Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:
  
  Hud.gov
  Neighborworks.org