Mortgage -- Trouble during payment process -- Complaint #17874768
Complaint Overview
Complaint ID: 17874768
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Other type of mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Massachusetts
ZIP Code: 026XX
Date Received: 2025-11-20T12:00:00-05:00
Date Sent to Company: 2025-12-09T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Older American, Servicemember
Consumer Narrative
Rushmore Servicing XXXX, XXXX, XXXX, XXXX XXXX, XXXX, XXXX Loan originated XX/XX/XXXX, and have received confirmations of payments via email at XXXX of each payment since. As of XX/XX/XXXX, I stopped receiving them. I have requested a paper communication via us mail, with copies via email, and they have not complied. End of XX/XX/XXXX, I received notices of foreclosure and being default on the loan. I called XX/XX/XXXX to see what the problem was. I found out after many attempts to speak to a real person, my mortgage company increased my escrow, without notifying me to {$510.00} a month, as of XX/XX/XXXX, right at the time they stopped using XXXX to communicate with me. After many hours on the phone with Rushmore Servicing XXXX, I learned the mortgage company, Rushmore made a mistake in attaching a commercial flood policy to my account. This additional, needless policy was attached by them without my authorization, consent or knowledge. Keep in mind, the flood policy for my condo unit is covered by a Master Flood Plan and paid through the HOA dues paid to XXXX of XXXX XXXX XXXX. I have been on the phone for about 20 hours this month, mostly in the first 2 full weeks of XXXX. I spoke to an XXXX XXXX in Customer Service who admitted the mistake was on Rushmores part. I have spoke to multiple people in multiple departments who all admit it was a mistake on Rushmores part, and it would be corrected and a new escrow analysis would be done. Well, they sent out a payment of {$1500.00} to XXXX XXXX in XXXX XXXX XXXX Fl, on Monday, the XXXX, after I was told the week of the XXXX, that particular commercial flood insurance would be taken out of my escrow. They sent the payment, and now it looks like Im in even more default, as I have not been paying the exorbitant increase of {$510.00} of escrow in my monthly payments, they increased XX/XX/XXXX with no correspondence to me. Now they are telling me, I have to wait until XXXX XXXX sends back that payment and then they will fix the escrow problem. Please help me. FYI my HO6 insurance only increased by about XXXX dollars, and my taxes decreased by XXXX dollars. These are the only 2 items that should be in my escrow. So really, my escrow payment should have stayed about the same. PLEASE HELP.
Frequently Asked Questions
What is Complaint #17874768 about?
Complaint #17874768 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2025-11-20T12:00:00-05:00.
How did Mr. Cooper Group INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Mr. Cooper Group INC.?
Yes, visit the Mr. Cooper Group INC. company profile at readthecomplaint.com/company/mr-cooper-group-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.