Rushmore Servicing, accessible via www.rushmoreservicing.com, is a mortgage loan servicer under Nationstar Mortgage (Mr. Cooper®), responsible for managing loans on behalf of investors. For homeowners, the site serves as a portal to pay mortgage bills, view documents, request escrow info, and more. While it operates at scale across thousands of U.S. mortgage accounts, feedback reveals a mix of streamlined digital tools and significant customer frustrations especially around communication, escrow discrepancies, and error resolution workflows.
Who Is Rushmore Servicing?
Rushmore Servicing, a brand of Nationstar Mortgage LLC, offers services ranging from loan payments to mortgage assistance and escrow management. Their site provides online account access, monthly statements, payoff calculations, and support tools. They tout a homeownership journey approach, emphasizing friendly service and comprehensive support.
Key Digital Services
- Online and mobile app payment capabilities, including one-time and AutoPay options
- Access to monthly statements and 1098/1099 documents via phone or app
- Escrow account info, analyses, and insurance/tax payments
- Verification of Mortgage (VOM) letters for refinancing or home buying
- Support line (8778884606) and secure messaging portal
Customer Feedback: Praise and Pain Points
User reviews present a mixed picture: while operations functionality appears solid, customer service and account accuracy draw criticism.
App & Digital Experience
- The Rushmore mobile app boasts a 4.9 rating on the App Store, praised for ease of use and convenient mortgage management.
- Users appreciate the quick access to statements, payment features, and notifications via app and website.
Customer Service Complaints
However, many customers report severe service issues via Yelp, Reddit, and WalletHub:
- Long wait times and inability to reach live agents
- Escrow miscalculations leading to payment surprises and fees
- Delays in payment processing or refusal to accept payments
On Reddit, one user wrote:
>Rushmore is an actual mortgage servicer but they’re utterly atrocious… constantly changing payment amounts… I got behind… they stopped accepting my payments… setting me up to foreclose.
Another added:
>You can never reach a live agent it’s unbelievable!
Escrow, Taxes & AutoPay Issues
The Help Center emphasizes escrow transparency, grace period details, and AutoPay setup. Still, customers have encountered:
- Escrow analysis raising monthly payments unexpectedly
- AutoPay debited incorrect amounts after escrow fluctuations
- Late fees following these changes, despite account setups
Complaint Resolution Options
For unresolved issues, Rushmore provides formal complaint channels:
- Mail written notices to Customer Relations, Dallas, TX
- Call during business hours (8778884606)
- File complaints with state agencies or CFPB when federal standards aren’t met
Indeed, CFPB data shows allegations of improper fee charging and contact unresponsiveness.
Pros & Cons Summary
Pros
- Robust online and mobile payment tools
- Accessible monthly statements and tax documents
- Escrow and mortgage verification support
- AutoPay and digital features streamline loan management
Cons
- Poor customer service; hard to reach representatives
- Frequent escrow recalculations and payment inconsistencies
- Automated systems may misapply or delay payments
- Complex complaint procedures and slow resolutions
Tips for Homeowners
- Save all statements, payment receipts, and communication records
- Track escrow analyses and adjust AutoPay manually
- Monitor CFPB complaints and file your own if necessary
- Send formal complaints in writing if issues persist
- Consider switching servicers when refinancing or if foreclosure risk appears
WWW.RushmoreServicing.com offers a full suite of digital tools for mortgage payments, escrow management, and document access. Its mobile app is well-rated and feature-rich. Yet consistent customer complaints especially over escrow inconsistencies and poor support highlight operational weaknesses. Borrowers must stay vigilant: monitor escrow adjustments, keep detailed records, and be prepared to escalate concerns should problems arise. While the platform can simplify mortgage management, proactive oversight is essential to avoid unexpected fees and ensure accurate account handling.