Mr. Cooper

They call themselves Mr. Cooper to make it sound more personal, like a human. However, they are no different than any other big corporation heartless and paralyzed by common sense decision making. I had a recent new loan with Mr. Cooper. Like the other five mortgages I had at the time, I tried to put Mr. Cooper on auto pay with my bank. Something happened and the auto pay didn't take. When I received the first contact from Mr. Cooper, I was 36 days late. I paid immediately, but not before my credit was dinged with a 30 day late. I sent the explanation to Mr. Cooper with proof of my five other auto pay mortgages and proof that I had $32,000 in my account at the time this payment was due. It was clearly a mistake and caused the only negative remark on my otherwise impeccable credit. I have made 599 timely mortgage payments over the last 30 years without ever being late. Mr. Cooper denied my request and insisted on keeping the negative reporting. Unfortunately for me, I was in the process of purchasing my home and will now be paying over $100 more a month for the next 30 years due to a higher rate ($36,000). Thanks Mr. Cooper! You should change your name to a more appropriate name like Mr. Corporate Greed Machine.

Unprofessional attitude towards client from customer service and management
Low quality and irresponsible and dishonest service
Poor design and bad implementation of company website.

They manipulate your bill to a point that they can keep you paying your mortgage longer, longer and longer. They are crooks and cannot be trusted. They don't even deserve a star

When I first got my home loan, I was told that I didn't need flood insurance. I got my loan sold to Mr. Cooper, and although the contract didn't change, and my propertie's FEMA flood zone didn't change, they decided to buy flood insurance for me. This randomly happened after being with them for a year. That drained over $1,300 from my escrow, and they planned to do so YEARLY for something I did not need. I refinanced with a different company, who instantly knew I didn't need flood insurance, and dropped my rate by over 2% for a like loan (Streamlined FHA). Going away from these thieves was a great decision, and I'll NEVER go back.

Loan was recently sold to this so called mortgage company. Rude customer service, looking into refinancing with someone else. Horrible reviews are there for a reason.

Was told to refinance be very easy since you always pay your bills an have a good credit score! That's all we need now because we are the same one refinancing only take about 20-25 days the most! The first guy told me this he was very nice Michael! The 2nd guy Robert was terrible never want to talk to me all talk to machine or call my boss Jennifer she never called me back so call her boss Elizabeth who also never called me back then they give my application to jimmy who was tell me the truth said that Robert told me not the true so I paid what was need then told jimmy that none of his boss return my calls but don't know they didn't said I will telll them my problem an they will call me that's the last time talk to jimmy never got a call from any boss they just don't care only want to work at home an do nothing for there clients! Finally Michael call me back said everything was going good loan is almost done! I said great told him what happened with the other so call bosses an employee so he will let them know too! Still no call me! Got a email said I was a bad person who don't pay his bills on time an low credit score that is the opposite of me that's is very bad business when everything going on now in the world! I think it's because I am a minority not up to there level I am nothing to them but a animal to help them look good on paper!

First issue I had with this company was when the loan was sold to Mr coopper we had not signed up for auto pay but somehow the money was taken from my account. The second issue was 1 year into the loan they reviewed the escrow account and sent me a check for an overage of over 1000. Then six weeks later sent a notice saying there was a 1000 shortage. In the notice there was no address to sent the payment to and if not paid by a deadline the monthly payment was going to go up 200 per month. So then I go online and it allows you to pay on there but only if you also make a mo they payment with it. So that's what I did, then it still took the auto payment 5 days later so there was a double payment. So I call Mr cooper, they won't put anyone on the phone, you just keep circling in voice-mail hell and can't talk to a person. So I tried live chat, the chat bot can't figure out my question and wont send me to an agent. So I tried typing that I was going to filing a banking fraud case on them that still didn't get their attention. My concern with them refunding my and other people's escrow account is that if I can't the payment to them in time and they do this every year after 5 years that makes my payment 1000 a month more. I believe Mr cooper is trying to do this to drive payments so high people can't afford them and they foreclose on people who have high equity in their homes. I have filed complaints with federal regulatory agencies on them.

They're racist. End of story. There's a reason they use a black male as their "mascot" and an entire rebranding that includes "diversity" to hide behind. Any person of color, don't waste your precious time w an interview, you're their token to fulfill their diversity quota. They didn't realize they got the wrong one, their management had IT mess w my computer: logging me off randomly, glitching, erasing my desktop icons, all in my month of training because I went to the VP within the first week of working there to complain about some assistant managers coughing & clearing their throats purposely (along w other new hires) to distract & bully ppl as they walk by so I was instantly targeted as the "problematic black". Little did I know they're all in cahoots w each other w no integral, authoritative figure. There's also a reason they hire a bunch of recent college grads for the HA role, so they can shove a bunch of info down their throats in a small amount of time just to spit it out for the licensing test. No one learns or retains information like that. Extremely manipulative company. It's a game, a cult I should say. Nation star/Mr. Cooper, next time you choose to stoop so low, make sure you do it to someone who isn't so self aware or w a degree in technology. Idiots.

I have been dealing with Mr Cooper escrow associates for over 8 months. It started out that when my loan transferred no property taxes were paid. I resolved that issue after 4 months.

Then they overpaid my protery taxes by $6000 plus and my escrow account went negative. Each time I ry to resolve, I have to tell my story over. No good notes are kept and each associate pawns me off to the next. My county agrees to the overpayment. Mr Cooper's doe snot allow me to talk directly with thier 3rd party vendor Core Logic (which is an oxymoron name, because there is no logical explanation for how this happened). Now my monthly payment is going us by over $500 per month to make up for it.

I AM GETTING NO WHERE. My plan is to get the money directly from my county, pay the negative to get to 0 and then cancel my escrow and make the payments myself. If I had the opportunity to refinance with another company at $0 cost, I would in a heartbeat.

If you chose Mr Cooper, chose at your own risk. Consider yourself warned.

Their are worse company to have a mortgage with or trying to refinance! Very poor communicator, does not know what they are doing! I HAVE A MORTGAGE WITH THEM AND WAS TRYING TO REFINANCE TURNED TO NIGHT MARE! DON'T DON'T EVEN TRY TO WORK WITH THEM AWFUL, UNPROFESSIONAL I WISH I CAN RUN AWAY DO-NOT KNOW HOW EMAIL ME IF YOU NEED WILL TELL YOU ALL! WORSE
*******@YAHOO.COM

Had a mortgage loan with Nationstar mortgage. Then they changed their name to Mr. Cooper. In September 2018 I refinanced my home loan with a bank.

July 2021 I received notification from Nationstar mortgage that there was a refund check made out to me that was never cashed. Lack of a reply on my part meant my money would be put in unclaimed funds in Ohio. So I responded in August 2021 and received a confirmation email from Nationstar.

The letter stated Nationstar would begin issuing checks November 1,2021 and a replacement check would be sent (not received) 8 to 10 weeks after November 1st. This time frame is not reasonable. I do not consider Mr Cooper to be a reputable business. The check should have been reissued long ago. How much interest are they making off uncashed checks like mine.

Called the number provided on the letter and it goes to voice mail.

Called Mr. Cooper customer service. There was a 10 minute wait. 35 minutes later still waiting for a callback. They might not have said you won't lose your place in line because apparently I did.

Do not use this company. Mr. Cooper was previously Nationstar Mortgage, who back in December 2020, agreed to a $91 million settlement for mishandling foreclosures and borrowers' payments. They added a false escrow account (I pay taxes to the city separately) to my mortgage under the pretense that the city sent them a bill for past due taxes (lie). The first few times I dealt with them it sounded like they were going to assist, but it ended being a complete runaround. Can't call anyone - always by email (which ended up being fine by me since I just kept throwing their lying emails back at them). Kept telling me they were waiting for the city to refund the escrow they paid, but I had to go to city hall to pay the taxes before a refund could be generated. In the meantime, I kept paying my mortgage and then they said I was in arrears. Tanked my credit rating. After 7 months and emailing them the same documentation, I finally got the escrow removed, they reinstated my credit rating where it should be and I refinanced elsewhere. Total scam artists. Customer service is useless and obviously told to lie to the customer.

This mortagae company has the most INcompetent employees, especially upper management. Do not do business with this company, you will regret it. LOOK at the reviews and ratings!

The master the art of third party.
The bought my loan then the hassle started. They never informed me of that and my automatic payment kept going to the previous lender and come back.
Three month later while I am not home they invaded the house, stole all valuable electronics, had parties left pizza boxes, beer, liquor and used male contraceptive garbage behind and changed the lock.
When I came back they didn't want me to call the police and promised to handle and reimburse... Etc however they transferred me to the insurance company and claim they have no knowledge of what happened and (now) they don't have police reports. At the end of the year they added more than 3 K to my escrow claiming it was for the third party company to secure the house.
They repeated this several times and faked it on paper when I started to sell the house just to get rid of them and actually they added those illegal transactions to my total and twisted my neck with passion.
They then claimed that they failed in charging me for taxes and added 7K plus when I was leaving.
The icing of the cake was tons of discrimination comments and other very narrow minded uncalled for acts.
If you see mrcooper RUN away as fast as you can.

I have been with Mr. Cooper for years with no issues until now. In 2019 I requested to delete my tax payments from escrow which was done with no issue. Today I have requested to remove my home insurance from escrow with no avail. I talked with 3 agents that have said that I was not approved
To remove the escrow. I have not been late with a payment since the beginning of my loan. After
30 minutes of insisting that I needed to talk to someone that could help. He said he would have to
Refer the account to the escrow team. The agent initially said he would get back with me in 5 days. After giving the lowest possible score on the phone survey, he returned my call in a day. Nothing changed. They would continue to pull my escrow account even though I have changed insurance companies and it is now paided from December 16,2022 to December 16,2023. He informed me it was 2022 and my taxes were removed in 2019, but the policy had not changed! You cannot get to anyone in the escrow
Department to talk to and all you get is a run around. They hold you hostage especially since interest
Rates have gone up and you can't afford to move your mortgage to another company. I should have read the reviews before signing with this company and now I am paying the price. I am talking with my family
Lawyer this afternoon. It is a shame to have to a legal department involved just to get an escrow removed. How can a company decided to continue without your approval!

I've been trying for months to fix their inaccurate reporting. Said I made a payment late. They pass it to new mortgage company I got after. They are awful to deal with. YOU WILL REGRET IT.

LI attempted to do a refinance with Mr. Cooper after Citibank sold my mortgage to them. I own 4 properties and have dealt with many lenders over the last 30 years. This was easily the worst experience and after 3 months I cancelled the refi. The appraiser they chose went to the wrong address, after arranging a time with my tenants. The refi was actually approved and was all set to sign-off, however the notary claimed that she thought the signing was cancelled, she did not contact me beforehand to arrange for an appt., Mr. Cooper mistakenly gave me her home address and I showed up at her home for the time of signing! No docs were prepared so it did not occur that day. Mr. Cooper then sent the refil back to a different underwriter and another month went by of ridiculous questions and doc requests, many the same 3 or 4 times over. They showed a lack of understanding of documents sent to them to review, and were very confused during the entire process. I would not go near them for a new mortgage nor a refi. After 2 months of wasting my time, and their own time, I had to cancel, honestly, to maintain my own sanity.

My loan was sold to Mr Cooper 6 mos ago. I have been trying to buy a plot of land next to me for a year and the owner finally relented but time was of the essense to close. I called a couple of local credit unions (lenders) but none would get back to me. Seeing that all my loan info was with Mr Cooper, I thought this would be a relatively fast transaction. This was my first mistake. The rate I was quoted was a little below what I had been seeing elsewhere which was a plus. I had been asked to submit the typical items to do a refi with cash out until the underwriting phase. After submitting 2 months of pay stubs previously, I was asked to provide a year to date (Jan-March) payroll statement. Why? Who knows. I then had to submit proof of insurance for my HOA. Why? Again, who knows. My relator said this was bizarre and she had never heard of it in her 25 year of selling homes. BTW, my LTV on the loan was excellent so I was understandably irritated by this point. I did get the insurance document they needed which did not expire until May. Well, that was not good enough. They wanted next years statement even though the legal item I provided was still valid. That was my breaking point. NO lender has ever asked me for this and I had already provided everything any other lender would need and then some. I sent an email last night to push this loan forward or I am walking. Oh. And their fees are higher than a typical financial institution. IF this deal goes through, I will be refinancing elsewhere as soon as the rates get better. Save yourself the trouble and go with anyone else.

I refinanced my home with Mr. Cooper in 2019 and my experience was not pleasant. They reached out to me in 2020 and offered to refinance for a better rate. I thought it couldn't be worse than last year. I WAS WRONG! It has been a nightmare. I was supposed to close in May at the latest. It is mid-July and it is hard to tell when it will happen. I had 4 closings scheduled and they were canceled after the appointment times were missed. We did sign all of the closing documents and were waiting for the loan to fund. However, a couple of days later we were told that they made a mistake and all of the docs are voided and we are starting over. I can not express the amount of frustration and unprofessionalism that we had to deal with. I am definitely opening a complaint with Better Business Beuro and CFPB.

I am in the process of selling my home (scheduled to close on 4/1/21). For 3 weeks now, I have been trying to get open liens canceled. We should only have 1 active lien with Mr Cooper, however they have screwed up both refinances and recorded multiple times with my county. We have 2 liens that should not be open, and no one seems to want to help. I have emailed for 3 weeks straight. I have called over 50 times. All they have sent me is a recorded release which is the one I already have. I have asked them to research the records so they can see the liens that still need to be recorded as satisfied. They will not do it. I have attached the deeds of trust that are open,, and they are ignoring those files and just sending what they already have as satisfied. I am running out of options, as I cannot sell my home with multiple liens. Since they messed this up, and will not update the records and cancel the remaining duplicate liens, we are in jeopardy of losing our buyers, and in breech of contract. This has become more than frustrating as it is now putting my family and sale in jeopardy, and we have to sell this home, to complete the purchase of the new one.

We had the terrible misfortune of having our mortgage sold to Mr Cooper actually Nationstar, years ago. We set up bi weekly payments on auto pay to pay down our mortgage faster. The company would constantly send us impending late notices and urge us to sign up for auto pay. They would would send us emails, overnight letters, website messages. This company had set up our payments and did seem to know that we were paying every 2 weeks and in fact were paying MORE than what was due every month! NOW try, just TRY calling the customer service if you want a laugh - not if you really need to speak to someone - *******432. You will be barraged with innumerable ads for disability payments, free gift card scams, i think there was even a boner pill thrown in for good measure. This company is the trashiest POS company that I have ever had to deal with. We are now in the process of refinancing and my number one requirement of our new mortgage will be that they will NOT sell our mortgage to anyone.

Why would they tell me my escrow is 670? Short And I pay it. Can I send me an escrow overage for like $67? That's why My payments go up like $40. And I can explain why.

I wasn't sure about the forbearance plan but they said it would just pause my payments. I made some payments while I was on it. I paid $122,000.00 five years ago for this house. When I went to get off the forbearance they got me for $126,000.00 in a modification plus the past due escrow. They said that the unapplied amount of $657.00 would be there for my first payment and I would only have to come up with the difference. I went to make a payment and the $657.00 is gone. It's like the last 5 years of payment never happened. The department that handle this refused to call me back, they refused to answer my emails. They just waited me out till I signed or foreclosed. They didn't tell me that I could not refi or get an equity loan while in forbearance. So they know I would be trapped and would have to pay the extra. This is how they are worth $6 billion dollars. Ripping people off. I can't wait till the 3 months goes by so I can refi and get away from them for good. They both my loan from chase bank. No one let me know. So thank chase bank for doing business with thieves.