Rushmore Mortgage Customer Service — Practical, Expert Guide

Who Rushmore Is and what to expect from their customer service

Rushmore Loan Management Services (commonly called Rushmore) is a mortgage loan servicer that manages payment processing, escrow accounts, loss mitigation and foreclosure administration for investors. As with most large servicers, the day-to-day front-line interactions are handled by a centralized customer service center while specialized teams (loss mitigation, bankruptcy, legal) handle escalations. Expect a structured intake process: account verification, reason for call, and routing to the correct specialist.

Service levels and timelines mirror industry and federal requirements. For example, under RESPA/Regulation X, servicers must acknowledge a qualified written request (QWR) within 5 business days and provide a substantive response within 30 business days; knowing these rules lets you hold a servicer accountable if they miss deadlines. Performance metrics vary by portfolio and investor, so actual hold times and first-call resolution rates will differ, but accurate documentation and precise requests accelerate outcomes.

How to contact Rushmore effectively

Always use the contact channels shown on your mortgage statement or escrow notice. If you do not have your statement, search the servicer name printed on your billing coupons or the investor website tied to your loan. When you call, have these items ready: account number, property address, borrower name and last four of the Social Security number, and a recent mortgage statement. That reduces verification time and avoids multiple transfers.

If you need to submit documents, upload to the servicer’s secure portal (if available), fax (keep the confirmation page), or send certified mail with return receipt for critical disputes. Keep a log of dates, the name/ID of the representative, and a short note of what was promised. These paper trails are crucial if you escalate to a regulatory complaint or need an accurate timeline for loss mitigation decisions.

Document checklist for common requests

• Account number and current mortgage statement (required for all inquiries).
• Verification requests / QWR: signed cover letter, copies of statements or alleged errors, and a request for specific relief; date and method of delivery (certified mail recommended).
• Loss mitigation or modification applications: two most recent pay stubs (or income documentation), 2–3 months bank statements, last filed taxes (1040) for two years, hardship letter, signed authorization form and a copy of government ID.
• Bankruptcy or legal matters: bankruptcy petition and schedules, attorney contact details, proof of counsel retention or trustee assignment.
• Escrow or tax/insurance disputes: property tax bills, hazard insurance declarations, recent escrow analyses, proof of paid bills.

Loss mitigation, modification, and foreclosure timelines

Rushmore, like other servicers, will follow investor and federal rules when evaluating loss mitigation. Typical internal timelines: intake and initial acknowledgment within 5–10 business days; full review commonly completed within 30–45 days. If approved for a trial modification you will usually receive a trial period plan (TPP) lasting 3 months (90 days) before permanent modification paperwork is executed—these numbers are common industry practice but precise durations depend on investor overlays.

Important rules to remember: for federally backed mortgages, CFPB rules require servicers to consider borrowers for loss mitigation prior to completing a foreclosure sale; that creates procedural protections. If your application is denied, the servicer must provide a written denial with specific reasons and appeal rights. Always note the foreclosure sale date (if scheduled) and the date on the denial letter; those dates determine whether you still have time to appeal or request a review.

Disputes, error resolution and regulatory options

For factual errors (payment misapplied, escrow shortfall, payoff amount), send a Qualified Written Request (QWR) under RESPA — include account details, a clear description of the error, and copies of supporting documents. The servicer must acknowledge receipt within 5 business days and investigate; you should receive a response within 30 business days. Keep certified-mail receipts or electronic upload timestamps as evidence.

If a servicer’s answer is unsatisfactory or deadlines are missed, escalate by filing a complaint with the Consumer Financial Protection Bureau (cfpb.gov), your state banking regulator, or the attorney general’s consumer protection division. Complaints require specific facts (dates, names, copies of correspondence) so prepare a concise chronology. Many borrowers see results after a formal regulatory complaint because it triggers a mandated response from the servicer and increases oversight.

Escalation steps that work

• Step 1 — Document everything: dates, rep names, promise details, and upload proof to your file.
• Step 2 — Submit a written QWR or dispute to the address on your statement; use certified mail and request a return receipt.
• Step 3 — If unresolved in 30 days, file a complaint with the CFPB and your state regulator; include your assembled documentation and timeline.
• Step 4 — If legal action is threatened (foreclosure, eviction), consult a housing attorney immediately and inquire about free legal aid organizations in your county; bring all servicer communications and proof of applications.

Practical tips to shorten resolution time and preserve options

Be concise and specific in every interaction. Tell the representative exactly what outcome you want: accurate payoff figure, reinstatement amount, loan modification, or escrow correction. When asking for a payoff, request a pay-off statement with an exact expiration date (typically valid 10–15 days) and confirm total reinstatement amount including per diem interest and recording fees.

Finally, treat timelines as binding. If a servicer gives you a date for sending a trial package or for a foreclosure sale, build your evidence trail to meet or beat those dates. If you use a third-party housing counselor (HUD-approved), get their name and counselor ID and note that servicers must consider certified counselors in loss mitigation conversations—this often improves structured outcomes and reduces errors.

How do I speak to a person at Rushmore Servicing?

We’re Here To Help
If you’re having a problem with any part of your mortgage experience, we want to make it right. Rushmore Servicing customers can contact customer service via phone at 877-888-4606 for prompt and personalized assistance. To file a formal complaint, please mail a letter to the address below.

What happened to Rushmore’s mortgage?

Cooper Group, Inc. On April 6, 2023, Mr. Cooper Group (Mr. Cooper) announced its acquisition of Rushmore Loan Management Services LLC, including Rushmore Loan Management’s loan servicing platform and mortgage servicing rights.

How do I pay my Rushmore mortgage by phone?

Once your identity has been verified, you can say something like “make a payment” to get started. Just call 877-888-4606 to use our secure, automated phone system. If calling from a number saved to your account, our system will automatically identify you.

Who bought the Rushmore mortgage?

Mr. Cooper Group, Inc
Mr. Cooper Group, Inc, announced its acquisition of Rushmore which subsequently closed on June 2, 2023. Rushmore’s loan servicing division, now known as Nationstar Mortgage, LLC d/b/a Rushmore Servicing, continues to be rated ‘RSS1-‘/Stable by Fitch Ratings as a special servicer.

Are Mr. Cooper and Rushmore servicing the same company?

Rushmore Servicing is the high-touch specialty servicing operation of Mr. Cooper Group Inc., offering mortgage assistance to homeowners experiencing financial hardships.

Does Rushmore have a grace period?

Payments are considered late, and late fees are assessed, at midnight when your grace period ends and are calculated as outlined in your Note. If you think you may not be able to make your payment on time, please contact us and let us know.