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.
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Mr. Cooper Reviews Summary
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 237th among Mortgages sites.
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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!
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!
It is hard to describe how bad this company is. They are the definition of predatory lender. They were sued multiple times under their previous moniker - Nationstar - so cleverly changed their name and are trying to screw people anew…I won my legal fight with them, but don't do business with these jackals and you'll avoid the tremendous headaches that surely come doing business with them…
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.
In general I have no troubles with Mr Cooper seems as if they are running legitimate operation and all is going as well as I could hope. But when something comes up and I need to make a phone call I enter into their death spiral of an auto phone system. This begins a process of multiple phone calls to get through their system as there are dead ends that lead to them hanging up on you if you happen to choose the wrong selection. Then after you've punched in your data multiple times and you've been hung up on multiple times you finally get to a point where you're feeling hopeful and they tell you that they're closed and we should call back at another time. Basically if you're going to call Mr Cooper add an extra 30 minutes to your anticipated time to resolution. The good news is once you reach a human being all becomes legitimate once again. I'm hoping that this review will be noticed by them so that they could fix their phone tree because it needs to be uprooted chopped up and turned into kindling.
Why give a forbearance plan with no options but to pay all arrears at once or lose your property. Mr. Cooper is an upscale stickup man. No guns or knives needed. Just good lawyers and a NO! COMPLAIN, COMPLAIN, COMPLAIN to your elected officials, CFPB, Attorney general, thru social media and your local news investigative team, and even the BBB aka bulls**t, baloney, bast**d's. If you are ignored by your elected officials, ignore them at election time! Mr. Cooper can you stop robbing me?
Mr. Cooper was forced into giving Americans a forbearance plan. As payback, no solutions or help, as they are going to ruin your credit and attempt, and I'm sure in some cases, take your home! Just like Ocwen back in the day... Are they Ocwen or Deutsch bank reincarnated?
To all customers. Never deal with nationstar doing business as Mr Cooper. They are rip off. They will charge u fees that u didn't even know about. Try to stay away from this rip off company.
I have been calling these clowns for over a month trying to get a satisfaction filed on a property I have owned for over a month.
Their sales team tries to force you into completing a refi with them. If you choose to refi at another institution they charge crazy fees to give you a payoff quote. They are rude on the phone and refuse to remove any of the fees. They charged fees for county recording fee without even knowing what the county recording fee actually is. They are untrustworthy. Stay far far away from this lender.
I paid off my mortgage in 2017. I just found out that they never submitted the release of lien paperwork to the County that I live in. I went to take out a home equity loan and can't complete the process until they submit the paperwork. I have called customer service 12 times (I have to say that they may not have understood what the issue was, but they were always professional. I was referred to an Executive Resolution team member named Brenda. Helpful for first three emails. She told me that the paperwork was submitted August 4th. I asked for a copy of the paperwork work so I could reach out to the County and she refuses to respond to me. Found out that the paperwork wasn't actually sent out until August 23rd with this assclown knowing I have a mortgage transaction pending and time is of the essence. I'd live on the street before applying for a mortgage with these liars
This company deployed their IT to hack and monitor my home computer and cell phone after I recorded one of their agents and 'team manager' being rude and abusive and making threats. Apparently, they sent packets to my devices for me to download so that they can use them to gain access to my devices in their effort to retrieve or destroy evidence. This discovery was made this past week after an extensive investigation by cyber security experts and law enforcement. This is going to be big news after the investigation is competed. How low can they go? I wonder how many others they have treated this way?
I was only trying to refinance my property after they bought it from another bank some eight years ago. They were apparently not too happy about that even though I have excellent payment record and excellent credit report. Please stay away from this company. They don't wish anyone any good. It is all about the profit margin for them at the expense of homeowners who are dully paying their mortgage and are looking to lower their interest rate.
Since day one I have paid on time and 10 years later I received a notice from the city that I owe unpaid taxes. I was very concerned and they said it would be taken care of. I have to check today but my point why did I have to make that call. I have them because my loan was purchased from HSBC. They do not know the value of NYC houses and refused me a refinance during covid because they are currently not offering it to anyone who owns their own business. Even though my record with them is flawless.
This is absolutely unheard of, they took almost 3,000 out of my escrow account which put me negative and telling me it was for my closing costs. I have been calling and getting the same run around for a month and still not getting it resolved! Which of course they are making me pay more money on my monthly mortgage to get me caught up. They are telling me they had to take the money out for my closing costs which was paid obviously at the time of the real closing a year ago then changed to a different reason! I will take this to court if needed!
Mr. Cooper has provided subpar service in every respect, most recently failing to pay my home insurance from my escrow on time, right on the verge of a hurricane that could be damaging to my home. Have tried to cancel auto-pay twice (with site confirmation), and yet the payment was still withdrawn.
The worst experience of my life Mr. Cooper lender. They are very greedy very inconvenient treat customer as numbers. Not at all as human. They don't take responsibility for their mistakes at all. Mr. Cooper let the customer pay for mr. Cooper mistakes. I'm trying hard to get rid of this lender Mr. Cooper and I'm still trying believe it or not they ask $10 thousand dollars 40 finance and I asked 4-5 other lenders they charge 40 finance between $3:400 to $4000 the most I can write a book about the worst experience of my life with Mr. Cooper they called me to ask me about my complain and she promised she will solve it and I did not get any callback from anyone they lies a lot. More more things can share
This company is like a loan shark, they hold onto our money when you refinance making money on your dime. I refinanced with my home bank for a better rate and after a month still have not receive it. Now they are telling me that they will reissue another check but I will have to wait another 30 DAYS Worst MORTGAGE COMPANY EVER, IF YOU HAVE ANY BRAINS YOU WILL FIND A DIFFERENT COMPANY TO TO FINACE YOUR HOME WITH! I am filing a complaint with the better Business Bureau May be they can make them pay up. Not a good way to do business down in TEXAS SHAME ON YOU!
We were transferred to them from our previous lender. It was extremely painful experience to pay off our loan. After wiring them the money, they did not accept it till the quote expired. They did not bother to let us know the status of the pay-off either. We had to find out on our own that they received the money but never accepted it (for no reason). Their research department was involved but didn't follow up. They did not help us with any findings. We had to go through the pay-off process again and lost several hundred dollars because of their irresponsibility.
We finally paid off our loan in May. Since we overpaid, Mr. Cooper was supposed to refund us the overpayment. They never did. We had to call them in July to find out why they were not refunding the money. They said they sent out a check in May but the check was not cashed. So they had to resend the check. We were wondering what they would do if we hadn't called about it. Keeping my money for good?
Anyway, we waited a couple of more weeks. Still no refund. We called again. They said they never resent the check and they would do right away. We waited another week and this time, they said the first check was actually cashed already, by me. We asked them to send us the image of the cashed check and the date it was cashed and the account number it went into. They said they could send us none of that. It was our job to find out where the money went. They also said if we still want the money, we needed to email their research department ourselves and figured out how to get the money.
Up till today, months after my payoff, I still don't have my overpayment refunded. And during this whole process, they never reached out to me although they owe me money. They did nothing to help out the customer except keeping customer's money to themselves.
If you need reference, the last rep we talked to was Amber, work ID *******.
I would give them a negative 5 stars if I could. My first dispute with them arose from a bankruptcy where we included them in the bankruptcy notification stating that it was our intention to repay the mortgage. They conveniently lost this paperwork and never corrected it. Our mortgage continued to show as "in bankruptcy" for years and they refused to correct it, which lowered our credit rating.
Next, we needed to get a countersignature on an insurance claim check. Even though they have headquarters in Dallas, which is where we live, they insisted that we MAIL the $17,000 check to them to countersign, and they would then mail it back, and refused to overnight it or pay even for a signature or tracking. AFter two weeks, the check still hadn't arrived and I called to track it down. It turned out that they sent the check to an address where we hadn't lived in three years. The had the correct address, though, because all their other correspondence came to the right address. But they said that was a "different department."? What? In this day and age they don't have one database of all their customers? Eventually the check was returned to them undeliverable and they again sent it to us, almost a month after we sent it to them to sign.
When it came time to sell the house, they lost the paperwork for providing our title company a payoff statement, so we had to do send it again. Every time I called about an issue, I talked to someone different who didn't know anything about the history of the issue so I had to explain it all again.
These were just a few of the issues I ran into. But I am getting a headache just thinking about them so I'll stop here.
I do NOT recommend working with this company!
Wish I could give this company 0 stars! Our entire experience with them has been an absolute nightmare beginning with the closing! They had not processed our loan for closing and didn't bother to let us know. We found out during closing that our loan documents were sitting on someone's desk and our loan wasn't funded. The documents were finally located and, after a few hours, it was finally funded. However, we didn't know the loan was processed incorrectly until last month when we received a notice that a tax lien was going to be placed on our property for non-payment of taxes! The processor had not included one of the parcels of land in our loan so the taxes weren't paid. Now we have a huge tax bill to pay including penalties, fees and interest charges! Mr. Cooper has been so frustrating to deal with to try to get this issue resolved! I've been working on resolution for 6 weeks so far and it's still not resolved! Save yourself some frustration and do not use Mr. Cooper!
I am so sorry my husband ended up with Mr. Cooper without any say in the matter. We were contacted by our real-estate agent about refinancing our home since the rates were incredible low. We discussed it and decided to follow through. Within a matter of days after completion and being contacted buy our new mortgage company, they turned around and sold our mortgage to another company by the name of Mr. Cooper. I immediately had a terrible feeling about this company because I had never heard of them. With such a stupid name how can one take them seriously and being from a state that has a history of repulsive human rights issue I knew it was a matter of time they'd show their true colors. And they did not disappoint. They were late paying our home insurance premium. Then all of a sudden our mortgage payment went up without notice. Now our payment are even higher than before we refinanced to lower our payments. What an absolute scam and predatory lending maneuver. I tried signing into my account on line and its now telling me that my user name and password is wrong. I had no problems before and now all of a sudden I can't log into my account. Yep. Shady.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members