Mr. CooperReviews 440

I'VE BEEN TRYING TO REACH CUSTOMER SERVICE AND THIS NEVER-ENDING AUTOMATED SYSTEM KEEPS ON DISCONNECTING MY CALL AFTER A LONG WAIT TIME

Have been involved with them since they bought my original mortgage from Bank of America over 10 years ago, back then known as Nationstar and now recently rebranded as 'MRCOOPER' to sound cute or whatever. The short of it is this company acts purely as a debt collector and will treat one as a delinquent borrower even when still paying within the grace period past the due date or before the last day the payment would be considered late, typically between the 1st and 16th of the month. On that note I've never been late, ever. But they'll still call back to back about 'reviewing teh status of muh account' every month.

In my case the short of my biggest discontent with them is that they try to keep the monthly payment as high as possible by refunding any excess balances left in escrow so they can in turn call non-stop about 'refinancing to lower my monthly payment'. One can dump anywhere from $1-10,000 to escrow and they will return it all as a surplus before just leaving it in there to be used to lower a year's payment or cover any future obligations.

Furthermore for purposes of refinancing they don't care if they've owned the loan for over 10 years and you've never missed a payment. Their underwriting department will basically treat you as they would any other non-client borrower far as documentation requirements plus their origination fees are astronomical.

Also the way they offer HELOCs is a bait and switch by which they'll draw you in saying you can keep the existing terms of your mortgage such as current rate and repayment term with a special cashout program they have for existing clients that is not a refinance, etc. but in reality it really is just a typical second mortgage or a HELOC, so it'll just be an additional loan to repay with way higher rate than the current mortgage interest plus tacked on origination fees and so on.

All in all if I could refinance or just pay off the mortgage faster just to be rid of this company I would.

This dashboard is awful. You can't even see the amortization schedule that is supposed to be in the payments section. Bush league

Just received letter on Jan 20,2024 dated December 24,2023. Nationstar Mortgage LLC (dba Mr. Cooper) writes to inform ALL of their customers of a data security incident at Mr. Cooper that may have involved some of your personal information. What information was involved? The personal information in the impacted files include customers name, address, phone number, email address. SOCIAL SECURITY NUMBERS, DATE OF BIRTH!

There you have it! Here is my issue. You can't have them sell your mortgage to someone else who has better data security systems. Your flat out STUCK with this incompetent mortgage company. CEO Jay Bray should be fired. Now, thousands of customers will be stressed out wondering if their data is going to be used down the road. Their fix, watch your credit report on us. Really? Should have never happened!

My loan was just sold to Mr. Cooper, they started sending me noticed I needed flood insurance, which I did not have to have before because my home is not in a flood zone. I have a letter from FEMA, but it has an expiration date on it, I've just had to apply for a new one because of all this. They just illegally charged my escrow account with the policy saying there has been a change in the flood zones, which is a lie, there has been no change in my flood area since 2006. This has been a nightmare. I have emailed talk to them numerous times, they pretty much said they can put on any insurance they feel necessary, its their right. I'm working on fighting this because I did not have to carry this insurance with my previous loan provider. Wondering if anyone else is having the same issue?

Data breach and now they want me to sign up for their identity protection plan. Creeps! We expect our data to be protected automatically.

Try calling the customer service number, endless loop of nothingness and the Chat is even worse. Terrible customer service

This is horrible! They have NO customer service. It's only a chatbot and phone prompts. I have emailed them 6 times and it's the same auto-generated email. Do not use them!

My mortgage was sold to them about six months ago. They immediately neglected to pay my home insurance, which I only found out when I got a letter from my insurance company that my policy was going to be dropped for nonpayment. It took me hours on the phone to get it resolved. Mr. Cooper's communication is terrible, whether it is not bothering to pay insurance premiums or increases in monthly payments, which my previous mortgage company managed to take care of just fine. I have never felt less like I mattered as a customer. Also there was their recent cyber breach, the ramifications of that are still unknown. Absolutely avoid.

Cyber attack to Mr Cooper data. Called to see if I was impacted or the result of the impact. Transferred 3 times as no one could answer. Hard to understand customer service reps as they had very thick accents! I do not know if I was impacted or how after 3 phone calls! Customer Service is terrible!

Mr. Cooper recently bought my mortgage from a wonderful bank. I have spent 5 weeks trying to get a statement from Mr. Cooper to make my payment. I have been lied to every time I've called. Mr. Cooper has never reached out to me or mailed me any information about my loan. My suggestion if you are considering a mortgage company is to stay away from this one. They are terrible to do business with, very unprofessional!

My problem is similarly to the ones listed below. Didn't pay my insurance, can't find my payments, no human beings to speak with, phone call is ended by then before a resolution. I've spoken to my attorney, we are taking action.

I was very disappointed in this Mr. Cooper mortgage company that my mortgage was transferred to, I have been on time for the history of my mortgage payments and have 100% payment status. This new co.pany keeps calling me and calling me with collections for no reason. When I called them back and asked a couple of simple questions the woman hung up the phone on me. What kind of company are you running Mr. Cooper?

No way to get a live person. Ever wonder why there are t any reviews on FB? That should tell you something.

They bought my home loan and did not let me know until I had made multiple payments to my old loan holder. Then when I find out that it was sold, I had to reach out to them. They eventually responded with a letter that my loan was in default for nonpayment.

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.

I don't foresee this company going very far - if they don't file bankruptcy in the next year - I'd be surprised, these guys are vampires and not even good at it.