Mortgage -- Trouble during payment process -- Complaint #9283574
Complaint Overview
Complaint ID: 9283574
Company: Mr. Cooper Group INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Escrow, taxes, or insurance
State: Virginia
ZIP Code: 22206
Date Received: 2024-06-17T12:00:00-05:00
Date Sent to Company: 2024-06-21T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
My wife and I paid off our home mortgage on XX/XX/year> for XXXX XXXX XXXX XXXX XXXX XXXX XXXX. The escrow held by Rushmore Servicing ( {$1800.00} ) has not yet been returned to us. We called Rushmore Servicing on XX/XX/year> twice during business hours. Rushmore automatically ( i.e., not a live agent ) asked for the loan number. After we provided the loan number, they auto-confirmed that the loan was payed off but it was not possible to get in touch with a live agent or otherwise get the option to request that our escrow be returned. Previously, before the loan was paid off, we were able to speak with a live agent for various needs. After the loan was payed off, it is not possible to speak with a live agent or to have the option to request the escrow back. Loan number - XXXXXXXX XXXX XXXX
Frequently Asked Questions
What is Complaint #9283574 about?
Complaint #9283574 was filed against Mr. Cooper Group INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2024-06-17T12:00:00-05:00.
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.