I am the son of the decedent, XXXX XXXX XXXX. This is a follow-up to XXXX # XXXX. On XX/XX/XXXX, Rushmore Servicing ( Nationstar ) sent a letter admitting that their Fraud Department determined a third party, XXXX XXXX, had 'impersonated the deceased client ' to gain unauthorized access to the account. I am specifically requesting the phone recordings and transcripts of a phone call placed on XX/XX/XXXX made by XXXX XXXX ( XXXX ) XXXX to Rushmore Servicing in which XXXX XXXX impersonated the deceased account holder XXXX XXXX XXXX ( XXXX : XXXX ) to authorize herself ( XXXX XXXX ) with third party access to the account. Pursuant to 12 CFR 1024.36 ( RESPA ) and 612 ( e ) of the Fair Credit Reporting Act, I requested the specific records of this fraud ( audio recordings, login IP addresses, and the internal investigation narrative ). Rushmore has refused to provide these 'exact details, ' claiming they are 'proprietary.…
CFPB COMPLAINT DATABASE
Mr. Cooper
883 real consumer complaints filed against Mr. Cooper at the Consumer Financial Protection Bureau in the last 12 months. 0 received relief from the company. Median federal response time: 15 days.
Most common issues
- 01Trouble during payment process510
- 02Struggling to pay mortgage178
- 03Applying for a mortgage or refinancing an existing mortgage51
- 04Incorrect information on your report46
- 05Problem with a company's investigation into an existing problem39
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Recent complaints
The 30 most recent complaints against Mr. Cooper where the consumer chose to publish their narrative.
am submitting this complaint regarding late payments reported on my mortgage account. At the time the payments were reported late, I was serving on XXXX XXXX overseas. Due to my XXXX and the challenges associated with being stationed abroad, I experienced temporary difficulties managing my financial accounts and ensuring that payments were made on time. Once I was able to address the situation, I brought the account current and have continued making my payments. I contacted the mortgage servicer and explained that the late payments occurred while I was on XXXX XXXX overseas and requested a goodwill adjustment or review of the reporting. The company refused to make any adjustment to the reporting. These late payment marks are now significantly affecting my credit and financial opportunities. Given that the late payments occurred while I was XXXX overseas, I respectfully request that the company review my account and consider removing or adjusting the late payment reporting.…
This is a response to Rushmore Services explantion letter. with clear evidence that i had active insurance policy during the time they purchased a new policy : I am escalating my dispute regarding Loan # : -- -- -- ( Property address : -- -- -- -- - ). Key Issues : Active Insurance : My homeowners insurance ( Policy # : -- -- -- - ) was active and paid through escrow at XXXX XXXX at the time you claim coverage lapsed ( XX/XX/XXXX XX/XX/XXXX ). Your placement of lender-placed insurance ( LPI ) was therefore improper. Failure to Notify : You allege a policy cancellation in XX/XX/XXXX or XX/XX/XXXX, yet I was never informed via email, portal, or mail to my current address. Federal regulations require servicers to provide timely notice before placing insurance or reporting delinquencies. Escrow & Payment Errors : LPI charges caused incorrect escrow shortages and increased my monthly payments.…
I paid off our mortgage via phone on XXXX XXXX. I received a letter stating and overage payment of XXXX cents. Again XXXX cents. I received a check for XXXX cents on XXXX XXXX Additionally, in said statement, I have an escrow in the amount of {$2900.00} that I should have received at the time of the XXXX XXXX cents. I HAVE YET TO RECIEVE THAT CHECK! I have called RUSHMORE SERVICING MORE TIMES THAN I CAN COUNT. They have yet to reissue a check through their expediting department to no avail. Those escrow funds have been saved to pay for property and school taxes. I currently have a property/township tax due by the end of the month. I am at wits end. I'm begging for help.
I am writing to formally demand validation of the collection account referenced in your recent correspondence. Under the rights afforded to me by the Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692g ( b ), I request that your office provide complete and verifiable documentation confirming the legitimacy of this debt. This validation must include, at a minimum : The full name and address of the original creditor, The original account number, A detailed accounting of the total amount owed, including principal, interest, fees, and any other charges, A complete payment history, and Proof that I am legally obligated to pay this debt, including a signed contract or other authoritative documentation. Until such validation is provided, you are legally required to suspend all collection activity and refrain from reporting this account to any credit reporting agencies, as mandated by law.…
My mortgage servicing transferred to Rushmore Loan Management Services approximately one year ago. Rushmore has successfully debited my bank account every month via ACH for payment. However, their phone system and website can not locate my loan using the prior loan number, borrower SSN, LLC EIN, or property address. The automated system refuses to route calls to a human without entering a Rushmore loan number, which I was never provided. Because of this I can not access my account, obtain my current loan number, receive escrow statements, or obtain Form 1098 for tax reporting. Rushmore is accepting payments but has made it impossible to obtain account information or contact a representative. Rushmore has also failed to provide From 1098 for mortgage interest.
In XXXX of XXXX the principal entered into a contract that was misrepresented and XXXX XXXX XXXX along with failure to disclose the terms and intent of that contract/ credit transaction. The instrument was accepted and they failed to protect the interest of the principal and interest. They have received years of overpayments and they have failed to accurately credit the principals account. The servicer have sold the account and created accounts in the decedents name without full disclosure. The original servicer have then transferred and collected all credits inside the account that are actually due to the principal. They have withheld information which has caused the principal harm. They transferred the account and collected on the note over 4 times already without the principals consent. They are holding accounts and they are not returning the interest inside the accounts that are due back to the estate.…
Mr. Cooper 's site has been down for weeks with no ability to access our mortgage. We can not make payments or retrieve our Form 1098 so we can file our taxes. That is a big problem! We've been calling for weeks and each time they say the system outage will be resolved within 48-72 hours. This is not acceptable. They need to fix their system issues so consumers can access their accounts to make payments and retrieve important information and documentation. My husband has spoken to a representative and been personally assured they would resolve it ( but they haven't ) ; he has called multiple times the week of XX/XX/year> and XX/XX/year>. Additionally, as of today their auto message when you call even says " We are aware that some customers may not be able to access their account online and we expect this issue to be resolved in the next 48-72 hours '' so this is a widespread issue.…
Last year someone shot my vehicle window. My wrist was ended up being shattered, requiring extensive XXXX to fix. Then on XX/XX/year> I was run over by a forklift. I contacted my mortgage company for help because I was experiencing a lot of medical bills due to these incidents. I applied for a loan modification. I was told that it was going to underwriting and they would be contacting me. I never heard anything from them. I logged into my account and it said I was approved for it. Temporary payment plan when I looked at the due dates they all said NA it was supposed to be for three months. I have heard nothing from Mr. Cooper. Until recently I got a letter stating I needed to pay {$10000.00} .. Ive tried calling them to no avail. At this point, I just want a short sale my house. Mr. Cooper has been horrible to deal with. They never sent anything in the mail until recently. I either wan na get my loan back on track if possible or sell the property..
When we opened this mortgage we were required to pay PMI. We were told at any time we could request a full written appraisal which had also been required prior to closing on the loan. We have made several attempts to make this request since the value of our home has increased. This company fails to allow us to have a full written appraisal and will only allow a hybrid appraisal. We have spoken to several professionals who have advised a hybrid will not give the full value of the home and in our situation, we are in a unique position since we live lake front. The hybrid was completed by a person who was not licensed to perform appraisals in our state, New Jersey. The hybrid value came in significantly lower than it should have because it wasnt the proper appraisal and didnt account for all the details that a full written appraisal would have. We are being penalized and required to continue to pay PMI which results in wasting over $ XXXX per year.…
Failure to Conduct a Thorough Investigation and Provide Meaningful Responses I am concerned that the servicers responses to my complaint do not reflect a genuine or thorough investigation of the issues I raised. Instead, the responses appear to rely on generalized or scripted language that does not directly address the specific facts, documentation, and questions I presented. Throughout this process, I have submitted detailed information, timelines, and supporting documentation regarding my XXXX XXXX, loss mitigation applications, foreclosure activity, and eligibility for XXXX assistance programs. However, the servicers replies consistently avoid addressing the core questions and concerns raised. Instead of responding to the substance of my complaint, the servicer appears to provide standardized explanations that repeat general policies without evaluating the specific circumstances of my account.…
I am submitting this complaint regarding the handling of my mortgage servicing records, loan modification processing, and responses to my requests for information by Mr. Cooper, the prior servicer of my VA mortgage loan. The issues described below occurred before servicing of the loan transferred to PHH Mortgage effective XXXX XXXX, 2025, as reflected in the servicing transfer notice. During 2025 I entered the loan modification review process with Mr. Cooper. The initial modification package I submitted was treated as incomplete by the servicer. Despite that determination, the servicing record later relied on the same modification timeline to establish a delinquency baseline beginning XXXX XXXX, 2025. The modification that was ultimately recognized and executed was dated XX/XX/year>2025 and remained under review until later in the summer, with approval occurring in XXXX.…
Dear CFPB, I was informed by XXXX XXXX in XX/XX/year> that my VA mortgage was being transferred to Mr. Cooper Powered by XXXX XXXX and that no changes were being made to the terms of the loan. It would simply be transferred and you would carry on making your monthly payments as you have have done for the last 17 years. The loan was transferred in XXXXXXXX XXXX with full payments to Mr. Cooper beginning in XXXXXXXX XXXX At the time, I was informed that I could make bi-monthly payments on the loan just as I had been doing with XXXX XXXX for the last 17 years. A full payment was made on XXXX XXXX for {$2800.00} and I was informed no payment was required for the month of XXXX according to the transfer terms. In XXXX, I went to set up auto pay for bi-monthly payments and the option was unavailable. I contacted the Mr. Cooper and was informed that in order to set up bi-monthly autopay you must make an additional full payment in advance.…
I am submitting this complaint regarding unauthorized changes made to my mortgage escrow account. I have never had a late payment and paid my mortgage on time in XXXX and XXXX. Following my most recent escrow analysis, my monthly payment was adjusted to approximately {$3000.00}. However, when I logged in to make my XXXX payment, the amount due displayed as {$3600.00} without prior written notice or explanation. While attempting to understand the discrepancy, I used the companys online chat feature to ask questions. I did not request or authorize any account changes. Despite this, adjustments were made to my escrow balance based solely on that chat interaction, without my explicit consent. I had to call multiple times to have these changes reversed. This raises serious concerns about : Internal controls over escrow account modifications Consumer authorization protocols Potential violations of mortgage servicing standards
Subject : Urgent Mortgage Account Deletion Following Homeowner hazard insurance ( {$14000.00} ) payment complaint! Dear sir/Madam, I am writing to request VA loan documents and formally address a significant issue regarding the deletion of my mortgage account, which appears to have been deleted following a complaint which appears incorrectly in my XXXX. My ticket number was XXXX, I contacted this company via telephone, chat, and message board. I spoke to your representative where they stated that there were two checks written and one was submitted to XXXX ( XX/XX/XXXX ), and the other was submitted to XXXX XXXX XXXX ( XX/XX/XXXX ) in the combined amount of {$14000.00} ; I contacted XXXX and XXXX XXXX XXXX to verify the conflict. I contacted XXXX XXXX XXXX and stated they never received a payment as of XXXX. I changed my homeowner insurance policy to XXXX in XXXX. I requested copies of the checks, but I was denied. I was unable to submit supporting documents via Mr. Cooper website.…
I am filing this complaint regarding a serious mortgage servicing error involving XXXX misapplication and duplicate tax collection. Between XXXX and XXXX, I made all required monthly mortgage payments, including XXXX payments designated for XXXX XXXX property taxes. During those years, my loan was serviced by XXXX XXXX XXXX. Despite my payments, XXXX XXXX marked my property taxes as unpaid and initiated proceedings that placed my property at risk of tax sale. I later learned that XXXX had paid property taxes to the wrong parcel number for three consecutive years. After my mortgage servicing transferred to Mr. Cooper, they paid {$38000.00} in back taxes, penalties, and interest to prevent further action by the county. However, Mr. Cooper did not credit my XXXX account for the funds previously collected and disbursed during XXXX. Instead, they are now charging me again for those same tax years through an XXXX shortage calculation. I have been paying those extra charges to Mr.…
I have tried over XXXX times to have my escrow account reviewed and assessed. They have done so and screwed it up over 5 times and no one can call me or fix it. I currently pay about {$1000.00} more each month than I need to and they refuse to re-assess my insurance. Now they are even saying that I don't have enough insurance once they removed an old policy. However, I am more than issued with a policy that is wind and homeowners and they are telling me they are going to purchase and expensive policy that I have to pay for even though I am fully insured. Every person I have talked to does not know how to solve this simple issue and it keeps getting worse and costing me more money and time. At this point I have been on the phone with them for over XXXX hours and the problem keeps getting worse.
To Whom It May Concern, I am submitting a new complaint regarding ongoing and repeated misconduct by my mortgage servicer, Nationstar Mortgage LLC d/b/a Mr. Cooper ( the company ), concerning my Virginia Veteran Real Estate Tax Exemption . I previously filed a CFPB complaint on XX/XX/XXXX, case # XXXX, regarding the companys refusal to honor my exemption and their continued collection of escrow for property taxes that I am legally exempt from paying. As documented in that complaint, I was granted the XXXX XXXX XXXX Veteran Real Estate Tax Exemption due to my status as a 100 % XXXX XXXX XXXX XXXXXXXX veteran. The exemption clearly states that beginning in XXXX, the tax amount due on my property is {$0.00}. During the prior CFPB investigation, the company refunded the improperly collected escrow funds and corrected my escrow account, acknowledging the exemption.…
We have been applying for a loan modification through Rushmore Servicing to prevent foreclosure for over 6 months now. We have been going back and forth submitting paperwork but the application keeps getting bumped back from underwriting and no one seems to be able to tell us exactly why so we haven't been able to correct the issue. We have a dedicated loan specialist but at Rushmore Servicing they do not have any direct contact information so we have no way of getting a hold of her. This application process has gone on for 6 months and now we have a foreclosure sale date coming up in two weeks.
I am submitting this complaint as a formal escalation of a previously reported issue from XXXX XXXX, when my mortgage loan was transferred from XXXX XXXX to Mr. Cooper. At that time, Mr. Coopers payment portal failed to properly display my active loan. I filed a CFPB complaint, but the companys response did not address the root cause. Although I was later able to make several successful payments, the identical issue has now recurred as of XX/XX/XXXX. When logging into Mr. Coopers payment portal, my current active loan does not appear. Instead, the system displays an older loan that had previously been serviced by Mr. Cooper. This presents serious operational and consumer access concerns : 1. * * Account Access Impairment : * * The failure to display the correct active loan prevents me from making timely payments through the online system. In XXXX, this forced me to mail a payment without confirmation or idempotency safeguards. 2.…
Dear Rocket Mortgage / Mr. Cooper Resolution Department, I am writing in response to your correspondence dated XXXX XXXX, 2026, regarding Case Number XXXX. I respectfully dispute your conclusion that no error occurred and request a reinvestigation and a fair resolution. Your response states that my online account was not registered and that autopay enrollment was not completed. This is not accurate. On XXXX XXXX, 2025, I : Successfully created my online account with Mr. Cooper, and Set up automatic payments ( autopay ) through my online account, with a start date of XXXX XXXX, 2025. Please see attached for reference. I received email confirmation on XXXX XXXX, 2025, that my online account had been created and autopay had been established. I personally established autopay through my Mr. Cooper online account, separate from and not reliant on any temporary autopay arrangement related to the servicing transfer. Based on these confirmations and your response in XXXX XXXX.…
My mortgage with Mr. Cooper ( formerly Nationstar Mortgage ) was paid in full in XX/XX/year>. I received a written payoff confirmation showing a {$0.00} balance and that the loan was satisfied. However, I recently contacted the XXXX XXXX XXXX of Deeds and was informed that no Discharge of Mortgage has been recorded for my property. The lien remains publicly recorded despite the loan being paid off in XXXX. I have attempted to contact Mr. Cooper to resolve this issue but have been unable to reach a representative. I am requesting that Mr. Cooper immediately record the Discharge of Mortgage with the county and provide written confirmation of the recording date and document number.
Exhibit 1 Chronology of Events Leading to Distress Sale Borrower : XXXX XXXX XXXX Loan Number : XXXX Property Address : XXXX XXXX XXXX, XXXX, TX. XXXX ________________________________________ REGULATORY TIMELINE SUMMARY XX/XX/year> Property listed for sale with licensed real estate broker at {$310000.00} ( discounted price for prompt sale ). XX/XX/year> Hardship affidavit submitted to Mr. Cooper requesting 36 months to complete sale due to documented medical hardship. XX/XX/year> Mr. Cooper issued appraisal/opinion of value ( CMA ) consistent with listing price, demonstrating awareness of active sale. XXXX XX/XX/year> Certified foreclosure threat letters received from servicer. XX/XX/year> Notice of Acceleration of Loan Maturity issued. XXXX XX/XX/year> Price reductions implemented under pressure. Final Sale Price : {$240000.00} Original Listing Price : {$310000.00} Equity Differential : Approximately {$70000.00} ( 22.6 % )
b"I am disputing the principal balance, predatory fee assessments, and pattern of servicing abuse regarding my mortgage. My loan originated in XXXX with a principal of XXXX. As of XXXX XXXX XXXXafter 26 years of continuous residency and paymentsmy balance is XXXX. This represents a negative principal reduction over more than two decades, which is mathematical proof of Equity Stripping.\n\nI am specifically challenging approximately XXXX to XXXX in 'legal fees' and 'corporate advances' added to my principal balance during a XXXX modification. At the time of this modification, my actual arrears were approximately XXXX Assessing fees that are triple the amount of the actual debt is a clear violation of the Missouri Merchandising Practices Act (MMPA). These fees were used to reset my 25-year-old loan to XXXX principal, effectively stealing over a decade of my hard-earned equity.\n\nPattern of Abuse & Illegal Entry:\nDuring the XXXX period, agents for the servicer (Nationstar/Mr.…
XXXX XXXX XXXX Summary of Facts and Findings Servicer Response Disputed : Facts vs. Transaction Ledger This document summarizes the dispute regarding Mr. Cooper 's ( Nationstar Mortgage LLC ) letter dated XX/XX/XXXX, which claimed : ( i ) proper application of the XX/XX/XXXX, reinstatement payment, ( ii ) no improper deferred interest, and ( iii ) no error in accounting for Loan No. XXXX ( Property : XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX ; Borrower : XXXX XXXX ). The following findings of fact are based exclusively on the Servicer 's own transaction ledger ( Exhibit A ) and third-party IRS reporting XXXX Servicer Claim ( Letter ) Finding from Exhibit A / IRS Data Discrepancy / Non-Reconciliation Reinstatement of {$48000.00} properly applied to cure arrears/advances. Ledger shows {$48000.00} under " Unapplied Funds '' on XX/XX/XXXX.…
On XX/XX/year> I contacted Cooper Loans/Lakeview Loans to ask why I could not make payments online since XXXX, and since we just finished a forbearance period of XXXX months, I told her we were ready to start paying our mortgage again. The representative said to bring the mortgage current we had to pay almost {$10000.00}. I said we can pay {$5000.00} and she said they could not accept that. She said we had until XX/XX/year> to pay the almost {$10000.00} and after that it would go up by the next months payment amount. On XX/XX/year> XXXX XXXX calls and informs me that our home had been put in foreclosure on XX/XX/year>. The representative I spoke with on XX/XX/year> never indicated were were about to be put in foreclosure. I told the representative on XX/XX/year> this. She told me that the full amount past due would need to be paid to reinstate the loan and she would put that request threw and we should receive that within XXXX business days.…
Hello! I would like the dispute the resolution to my original complaint I filed with Mr. Cooper earlier this year. I had escrow funds that were paid to me reversed out of my account by Mr. Cooper in the amount of {$3800.00}, from a check which was issued to me on XX/XX/year>. I originally filed this complaint to Mr. Cooper and they responded by telling me the reason they reversed that escrow payment check out of my account was because of a mortgage payment they withdrew from my account that had insufficient funds. This was due to an " auto-pay '' feature that I had forgotten to turn off once the house was sold and paid for in full by the new buyer. By the time they had withdrawn the mortgage payment, the house had already been paid off by the new buyer. So there was no reason for them to deduct an extra mortgage payment from my bills account ( hence the insufficient funds, because I had already moved into my new rental ). I actually called Mr.…
I am filing a complaint regarding a mortgage servicing error that is preventing me from accessing my loan account. My mortgage originated with XXXX XXXX and was subsequently transferred to Select Portfolio Servicing and then to Rushmore Servicing. At some point during these servicing transfers, my Social Security number was removed or not properly associated with my loan in Rushmores system. As a result, I am unable to create an online account or access my mortgage information. In addition, they have made an error in my property address. I have made multiple phone calls and sent multiple emails to Rushmore Servicing requesting that they properly associate my Social Security number with my mortgage loan so I can access my account. Despite these repeated attempts, the issue remains unresolved. This is a servicing error resulting from loan transfers and is entirely outside of my control.…
I am experiencing financial hardship and have been behind on my mortgage payments by approximately 23 months. My mortgage is a XXXX XXXX loan, currently serviced by Rushmore Servicing XXXX After previously participating in a COVID forbearance program with my prior servicer, I struggled to make payments and submitted a hardship application. Without prior notice, my mortgage was transferred to Rushmore Servicing. I had difficulty locating my account and had to contact them directly. Rushmore required a trial period of approximately {$1200.00} per month for three months before considering a loan modification. Once the modification was applied, my loan balance was reset, the term was extended to 40 years, a {$15000.00} balloon payment was added, and PMI continued. Recently, I received a letter from Rushmore dated XX/XX/XXXX stating that my loan is in default.…
In XXXX, my mortgage was transferred from Mr. Cooper to my current lender. I received a welcome letter from the new lender and have made payments to the new lender since that time. However, Mr. Cooper failed to remove themselves as mortgagee/loss payee from my homeowners insurance policy following the servicing transfer. In XX/XX/XXXX, I received a {$50000.00} insurance check for property damage to my home. The check is payable to me, my current lender, and Mr. Cooper. My current lender will not endorse the check while Mr. Cooper remains listed. My insurance company states they can not remove Mr. Cooper from the policy without documentation proving the loan was transferred and satisfied. I have spent several months attempting to resolve this directly with Mr. Cooper. They provided a transfer document but redacted the loan number. The insurance company states they can not process removal of Mr. Cooper without the full loan number.…
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