Review of Mr. Cooper: Run away...
Colorado
8 reviews
2 helpful votes
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January 15, 2023

If your mortgage is taken over by Mr. Cooper (formerly Nationstar) …. *January 2023
…run - don't walk – to refinance with another company. Better yet, pay off your house as quickly as you can. I'm definitely NOT venting, but only trying to inform others of their heinous business practices. Had we known in advance that no one in Mr. Cooper is capable of communicating, I might have taken a different stance. A mortgage company that doesn't assist their customers? Just creating the log in, going through the settings, alerts – all of it – took several calls. Why they didn't they send out instructions, instead of forcing customers to call for help is beyond me. It all should have been in the 'Welcome letter', and that very document should have been called a 'Shock Statement'. Of course, our previous mortgage company (USAA, that we thoroughly researched and selected) should have informed us of the acquisition. Ha – we had never heard of Mr. Cooper. What a way to treat us Veterans, who, in some cases – willfully gave their lives protecting our country. Problems continued with every question, and I asked a myriad of them. Here's a kicker – I even tried the secure message center for one of my questions in an attempt to avoid another uneducated person. The answer was full of blah-blah-blah that I didn't ask, suggested that I call Customer Service (!) and then they closed the ticket. Several tickets I submitted. Round and round I went, asking that tickets NOT be closed until my question was addressed, that this matter was escalated and that I was still waiting on a return call. This was only SIX weeks into our relationship with Mr. Cooper. Heaven forbid if you reach a Customer Service agent that you can't understand. I applaud hiring diversified individuals, but you have to be able to comprehend what they're saying, and vice versa. Customers can't trust anything they've told you. Ask the same question of multiple people, you're given as many different answers. One example of our numerous challenges was trying to get both of our FICO scores on the dashboard. One person said, 'sure, just make another log in', and Ms. Brooks (continued below) says it wasn't possible, that we shouldn't have been told that. What? No one can read a script in front of them? Their agents must not be trained in anything remotely financial either, let alone mortgages. Even if you've been given "their direct number to call them with aaaaaaaaaannnyyy questions what-so-ever", their outgoing message clearly indicates different hours from what the person gave you. Leaving them voicemails is clearly a waste of your time, since their obvious intention is to refuse to call you back. You feel like the right thing to do is report each and every one of them. Getting a supervisor / manager is impossible, so you try the apparent method of 'escalating'. And, their phone system is horrid. 'In a few words, please tell me why you're calling.' - says the automated voice. You say 'escalation team'. It responds, 'You're calling about payments, right?' Nothing short of infuriating, when you're already worked into a lather about your questions not being addressed by Customer Service. Contacting their manager of the Escalation Department – Amber Brooks – is hopeless. She admitted in an *email to me that she heard the offending calls, all of which wasted my time and cost me hundreds of dollars – then did absolutely nothing to resolve the issue. All of my vehement requests of them pulling calls (yes, they're all recorded and kept) did nothing to make them understand they truly were at fault. Contacting Jennifer Guthrie (never located her exact title) was also useless. No, I never found her number, and Amber Brooks reports to her. Four times I emailed her, begging for help. She never once bothered to respond. They even had the gall to have a secretary call me to say they refuse to help in this situation. All representatives say 'they're in the escalation department' and there's no direct number into that department. Profound and lame apologies by every.single.person, yet no one does anything about *your* situation, albeit promises, and all forgotten - with no follow-through. In order to remove Mr. Cooper from our lives, we started working overtime as much as humanly possible, with the plan to pay off our home, eight years early. Everything, even bonuses, extra went towards the principal. Luckily, there was no penalty for early pay off. A perfect example of their lack of checks and balances in the company. Using their online portal, I made an extra payment to the principal, and THEY decided to put it towards a regular payment, instead of the boxes I checked. Again I called, asking for the escalation team, and was forced to explain another round to incompetent folks. A nice person Amanda Bailey (office phone *******518) assured me she would reverse the payment and apply it according to my wishes. She sounded quite confident, so I didn't worry. I asked for proof when it was complete. What I expected and what I received were wildly different. She sent me an encrypted email of 13 pages, going all the way back when they took over our loan! I couldn't begin to fathom what was so difficult in asking for proof of a reversal. A problem that sent me around the bend was making a *large payment to the principal. Given all the questions I had asked about how the pay-off worked, no one bothered to tell me about the fact that you can't pay off more than 90% of your loan on their system. When making this enormous payment, I was blessed with an error message – 'It looks like you're trying to pay off your loan. You can't make a payment more than xxxxxx amount.' Boy was I furious.
Another challenge was actually getting the pay-off. One person said it took 2-3 days to create, then 7-10 days in the mail. Mortified, I asked what country it was coming from. This was completely opposite of what the website says – the box indicating 4-6 days, period. And gosh, you sure can't call to ask which is true. Well, I did – and what a waste of time. We waited and waited, and yes, I stupidly called again asking where our pay-off was. Shocked again, I was told that another agent requested a pay-off on our behalf. (!) In the same conversation, I was told that their "system requested a pay-off". I tersely said that I only requested ONE pay-off and not multiple. Then I was told that the system suspended everything. I yelled at the person, "How does this happen?!" I heard crickets. We finally got the pay-off and made one last enormous payment to the principal. THEN we received the escrow disclosure statement. Absurd to think it was nearly over. No one explained the fees associated with closing your loan. Yep, I called again. Haley, from TX, was so condescending – so I told her how much I despised Mr. Cooper, that I certainly hoped it was nearly over. You guessed it, the remainder of the escrow was shorted by all the fees. What a joke. Their mission statement is nothing short of laughable. Not one person I've spoken to has ever acted in any manner that supports the company's magnanimous declaration. Funny how many bad reviews there are of Mr. Cooper, dating back several years. Seems nothing ever changes. If you're forced to work with them, please protect yourself. Add every extra penny you have to the principal. Save every email, take copious notes, and write down the name of every.single.person you speak to. Most important - you don't have to sign with *them. Another funny thing – look at the BBB alert for Lewisville, TX - titled Government Action. Still unsure, read the Indeed reviews from folks that work for them.

Date of experience: January 15, 2023
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Virginia
1 review
9 helpful votes
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Horrible
December 2, 2019

They don't work with you they are very rude all they want do is take ur house We have tried for months to work with them and they absolutely will not re-send the paperwork they say they do not get it they are very unprofessional they need to be out of business

Date of experience: December 2, 2019
North Carolina
1 review
5 helpful votes
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If Mr Cooper buys your mortgage beware. They are a deceptive company. Often you will be told what a family organization they are, but they will fail to communicate with you when you are looking for answers, mostly because they are hoping you will not be able to catch onto their slimy practices.

Date of experience: March 18, 2020
Maryland
1 review
5 helpful votes
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Customer service
January 9, 2021

Our mortgage was switched to Mr. Copper, they are hard to reach by phone, when you finally get someone on the phone they over talk you. Its not first attempt, its been several, & they are just hard to deal with.

Date of experience: January 9, 2021
California
13 reviews
26 helpful votes
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Mr. Cooper website has a complicated website that is always inflexible. It tells you of the balance that you owe and won't say the amount that has added up to nearly 3,000$ dollars. It declines to even more confusion as it informs us of the taxes, but not the correct ones we supposed to be recieving. The layout for the website is always addled pages in a clutter despite how neatly they would do it. Mr. Cooper is one of the worst mortage payments ever with inflexible and insecured information for people.

Date of experience: February 6, 2022
California
1 review
2 helpful votes
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I realized my autopay didn't setup correctly and paid on the 31st day double to catch up and they said they would not charge the late charge and all was well. 5 months later I learned they reported me to the credit unions. I have paid mortgages for 15 years on time everytime an they report me! If I could leave I would but I can't because I am locked in. No wonder they have a 1 star! Are any mortgage services good?

Date of experience: April 24, 2023
Texas
1 review
1 helpful vote
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Just a crooked company. Lies about things just so they benefit from your misfortune. I was on a 3 months COVID relief plan because my wife lost her job. I was told by them that I could still make whatever payments I could while on the plan. So st the end it wouldn't be too bad. I did what I could. After the forbearance was up I was than hit with well because you made an effort to make some payments that cancelled out the relief plan so now I'm told I need to come up with the full amount or get hit with late fees and a hit on my credit. Just a total greedy dishonest company. Who cares nothing about anyone.

Date of experience: August 11, 2022
Texas
1 review
2 helpful votes
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The mr. Cooper folks were a combination of incompetent, deceptive and obtuse.
The refi process consumed our lives for weeks and weeks and would have had to improve considerably be considered a cluster f**k. In retrospect, paying more money, for a longer period of time would have been a more desirable outcome. Consider yourself warned.

Date of experience: December 9, 2021
New York
1 review
6 helpful votes
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Today on April 24 2021 I cought Mr Cooper making an unauthorized double mortgage withdrawal from my Chase Bank account. (My normal payment went out 8 day prior to this day)
The Chase branch near me that I went to to report this fraud attempt had two other Chase customers with the same issue with Mr Cooper. So far no one is answering at Mr Coopers customer service number.
To be fair the next day I received an email from Mr Cooper that they were aware of the problem and the money was returned by Monday April 26.
I wonder how big was this "glitch". How many people had this happen to them? How many may have had their debit card declined during this time?

Date of experience: April 24, 2021
New York
1 review
6 helpful votes
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Sucks!
December 7, 2020

Our loan was purchased by Mr. Cooper. We've been trying to refinance for over 4mths. Although we've been given timelines and told dates we would be able to close, we are still here not getting calls back and completely ignored. They seem to be completely incompetent and have not only wasted our time, but took a hard hit on our credit unnecessarily while we go look elsewhere to refinance.

Date of experience: December 7, 2020
Connecticut
1 review
4 helpful votes
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Total disappointment
March 26, 2020

I've been calling Mr Cooper for over a week, and they don't answer calls. It is important to get these people on a phone line about my mortgage. I understand with the Coronavirus crises in the US. This is getting redicoulas. A week and a half has gone by and no return calls. I'm contemplating a different mortgage company.

Date of experience: March 26, 2020
North Carolina
2 reviews
4 helpful votes
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I have an open mortgage account with this company. Do not believe anything you are told because they will tell you a lie. They have an offer to assist you with your mortgage payment due to the covid19 pandemic. The offer is, that you can get an extension of a payment and you have a time limit of 3 months to pay that payment with and get all your mortgage payments up to current status and you will not have any delinquencies on your account. Well NOT TRUE, it does show up as a delinquent payment and goes against you. How I found out was, I called to get pre approved for another property I'm trying to buy and was gonna try to use Mr Cooper as my lender until this was brought to my attention. I will not be using them for anything and am gonna do my best to get my mortgage redone by a better agency. Do not use this company, you will be very dissatisfied. Don't even think about it!

Date of experience: May 29, 2020
California
1 review
2 helpful votes
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Justice
August 2, 2022

One star is a joke! Where is the justice or the Justice Department?! I have talked to ten customer service personal, ten different responses. Not to mention a crooked legal department. I can't believe that the management is out there, free!

Date of experience: August 2, 2022
Missouri
1 review
5 helpful votes
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I have tried getting ahold of mr cooper for two weeks. My case manager is Durrell Cleveland I have yet to speak to him. He is never either at work r just doesn't answer his phone. I dislike to mortgage company. Wish I never had to switch.

Date of experience: March 17, 2020
Colorado
1 review
5 helpful votes
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Flood insurance
July 29, 2023

Mrcooper forced us to get flood insurance at closing. When it was time to renew they faild to pay for the policy causing it to cancel. Then Mrcooper purchased a new policy with less coverage at triple the price and stuck us with it. The company hides behind departments separated by state lines. No departments interact with each other trying to reach anyone will just upset you. I will never use them again nor suggest anyone to use them.

Date of experience: July 29, 2023
California
1 review
2 helpful votes
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So, yeah, I'll be informing the BBB & CFPB of their business practice.
Mr. C. (C doesn't stand for Cooper...) applied my explicitly directed principal payments instead as regular payments regardless of the fact that their website allows one to explicitly designate extra payments towards "principal". How much extra interest am I now paying over the life of my loan? How much escrow over payment have I paid? Oh, they say, your account has a payment hierarchy where the interest & escrow are paid first. The why allow clients to explicitly designate where they want a payment applied? So, yeah, informing the BBB & CFPB.

Date of experience: March 28, 2022
New York
1 review
4 helpful votes
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I recently refinanced with another company. At the beginning of June, I close with that company. A month later I received a letter saying I can potentially face foreclosure over a missing payment. Mr. Cooper never let go of the loan and none of the workers of the other mortgage company were not notified. This company also does not care about your special needs such as receiving a phone call in the native language the borrower speaks. This mistake cost me daily interest for a month.
This issue was recently resolved, but Mr. Cooper made a last-minute change that almost cost me another month of interest.
I am upset that this company does not take into consideration their clients' needs and lack of sympathy during these times. I hope they get better about this matter. I am glad I got out of this company!

Date of experience: July 30, 2020
Colorado
1 review
8 helpful votes
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Worst customer service I've ever experienced including flat out lying to me about refinancing steps. They should be reported to BBB- I've never done this before but if it is a pain I may learn how anyways just to help prevent other people from having to go through this.

Date of experience: May 7, 2021
Georgia
1 review
5 helpful votes
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Not trustable!
October 20, 2019

I was with Nationstar Mortgage and now is Mr. Cooper. I started having problems since then, basically with the calculations they do with the payments I make and with the transaction getting the payment. To make the payments I use two bank accounts, one for regular payments and the other one for escrow and principal. For several occasions they have deducted the regular payments from both accounts. Let's say for instance that I did a mistake at the beginning, but what about the second and the third one? In the first two, I got the money returned to my bank, but the third one, I had to pay $28.00 for insufficient funds to my bank. That is not fair. I had to pay their mistake. A bank that has more money than me.
Regarding the calculation, with the previous bank I used to use the bank statement to have an idea of the next balance if a made certain payments ahead. Everything used to match, but with this one, the numbers don't match in some months. I really want to move to another bank.

Date of experience: October 20, 2019
Iowa
2 reviews
5 helpful votes
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Terrible company
March 6, 2021

My mortgage was just sold to Mr. Cooper. I made my first loan payment. It was due on 3/1. The check cleared my bank on 3/1. But the company has yet to post it to my account! It keeps telling me that my loan payment is past due, when it is not. There is never any customer service available. When I tried calling, it is an automated service trying to sell me something!

Date of experience: March 6, 2021
California
1 review
4 helpful votes
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My loan was sold to Mr. Cooper and I reached out shortly thereafter to set up bi-monthly payments. After two separate email rejections, I was told I had to pay a month in advance to have the priviledge of bi-monthly payments. They wanted me to make a double payment in one month just to set up bi-monthly payments in the following month! No other mortgage company has ever expected this over years of mortgaging and numerous house purchases. Avoid this company AT ALL COSTS!

Date of experience: October 28, 2021

Overview

Mr. Cooper has a rating of 1.3 stars from 440 reviews, indicating that most customers are generally dissatisfied with their purchases. Mr. Cooper ranks 236th among Mortgages sites.

service
173
value
156
shipping
15
returns
15
quality
153
+17