- Log in
- Browse Businesses
- Guides
- Resources
- Write a Review
- Request a Review
- Backed by the National Science Foundation
- For Business
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.
Tip for consumers:
avoid them at all costs
Products used:
our mortgage was taken over by mr. cooper... we had no choice.
Date of experience: January 15, 2023
Share Review on:
Mr. Cooper has a rating of 1.1 stars from 437 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Mr. Cooper most frequently mention customer service, mortgage company, and escrow account problems. Mr. Cooper ranks 240th among Mortgages sites.
The BEST mortgage company. Anytime I need to get anything resolved or any questions answered, with Mr. Cooper it's a breeze. Their online options are comprehensive, I love that when I call I get to speak with someone at their Texas call center. This is seriously the best company I've ever had handling a mortgage, will recommend them to everyone.
I was notified that Mr. Cooper had purchased my mortgage loan from my previous mortgage company. On 18DEC2024 I was contacted by Mr. Cooper to inform me that my payment (my very first for this new mortgage) was late. I received the voicemail and I made a considerable amount of attempts to contact them to resolve the issue. No way to get a hold of a live operator. Made additional attempts to contact them on 19DEC 2024. Again, after spending hours trying to get to a LIVE OPERATOR to assist me. NOTHING! Each and EVERY time I was hung up on by the automated system. This is my first payment for this mortgage and the LAST time I will ever be put in this situation. In over 30 plus years of working with mortgage companies, not one time, NOT ONE have I ever experienced something like this. I'm actually embarrassed for them that they run a company so unprofessionally and disgusting like this. It is obvious that there are issues considering the amount of bad reviews that can be seen online. I've seen one site that are favorable to them which may be questionable considering the amount of negative reviews. I will neither recommend this company or do business with them EVER again once I have left them. I will be refinancing with another more reputable mortgage company. COOPER IS THE WORST!
After having my loan transferred without my knowledge or consent I was forced to register with Mr. Cooper. With help from one of their agents I registered and set up auto pay. I informed the agent the existing mortgage company had already drafted my payment for December and did not want another one taken this month. Well that is exactly what happened. In my effort to have the payment returned I was told that Mr. Cooper was not at fault and I would have to wait for the other mortgage company to reimburse me, 5-7 business days. I don't know about anyone else but I can't afford two Mortgage payments in a month. Now I set in overdraft, other bills coming due. I was told basically, too bad. I had to get very stern and point out it is in fact Mr. Cooper's fault and I should not be the one scrambling to cover their incompetence. After a very contentious conversation I was finally told they would make the reimbursement tomorrow. We will see. The practice of transferring(selling) ones mortgage without consent can not be in the best interest of the borrower and certainly should not just be sprung on you by email. I guess that is what we get when banks pay off our members of Congress so they can do what ever they want to us. This practice is certainly not in alignment with consumers protection. I will write my congressmen immediately.
Date of experience: December 11, 2019
Sold my mortgage to another but has not closed it out or notified credit reporting companies. Credit report shows I have 2 mortgages. Can't seem to get corrected.
Date of experience: August 26, 2020
If I could give 0 stars, I would. It's clear to me that my mortgage was sold to them solely to save money because this company is absolute garbage.
Here's my experience so far:
I set up payments from my bank account and made my first payment. Ten days later the money still hadn't come out of my account but I'd received ZERO communication from Mr. Cooper notifying me of any errors so I had to investigate myself.
Called customer service, finally got a hold of a human being, and was told not only did payment never go through but I'd been penalized with a $20 charge due to "insufficient funds" in my bank account. I have written proof via bank statements indicating that never at any time were there insufficient funds, but the customer service rep told me there was nothing she could do to help. I asked to speak to a manager, whom she could not get a hold of, so I spent 30 minutes on the call to no avail.
I filed a formal complaint in my customer portal, received a message 48 hours later saying I had a message waiting for me, but no such message was to be found! I searched my entire account, inbox, complaint center, archived messages, threads... NOTHING. So I have no idea if my issue was ever received or dealt with.
Finally I just gave up, paid the penalty along with my monthly payment, and walked away with a HORRIBLE taste in my mouth of this company as a whole.
It is exceptionally clear to me Mr. Cooper doesn't care about their customers and definitely doesn't empower their employees to be of any service to clients. I feel really horrible for employees as well.
Date of experience: April 26, 2022
In light, of the devastation occurring from COVID-19 AKA Coronavirus. MR COOPER formerly Nation star mortgage only will give you an option of forbearance. In a nutshell, I can reduce or eliminate my mortgage up to 6 months. When that time is over I have to pay my regular amount and create a payment plan to catch up on all the amounts I missed during the forbearance period. My mortgage is high enough I don't need to increase how much I'm paying to catch up. Its a debt snowball and a slippery slope waiting to happen, or serious financial hardship. I will just use my IRA to pay my mortgage since I won't be penalized by the government for tapping into the funds.
Date of experience: March 26, 2020
They held me on the phone for almost 3 hrs.; told me I had to fill out papers to see if I can get help only thru HUD with lots of proof. Garbage company.
Date of experience: March 27, 2020
This is a very unprofessional company that did nothing but cost me money when I was trying to refinance in order to save money. They do not communicate at all throughout the process and when they did they lied and told me everything was fine and I didn't have to pay the bill or house payment that I was refinancing ultimately causing me to get further in debt. Rosio and Filza are complete idiots and have no idea what they are doing... Making promises that they have no idea are true. If I was as unprofessional as them I wouldn't have a job at all!
Date of experience: October 11, 2019
Awful, just awful. They take my escrow money but won't pay my property tax bill!
I've called and spent over five hours on the phone with their customer (dis)service department, I have utilized their online chat system several times, I've emailed, and I even filled out an extensive Mr. Cooper customer review form as a follow up to my interactions with their customer (dis)service group and wrote an email to the CEO. Zero response, zero resolution.
Because they did not pay my property tax bill, I am now listed publicly as a "tax deadbeat."
I have had a dozen or more mortgages on several properties I've owned over the past 40 years. I can unequivocally say that dealing with Mr. Cooper has been by far the worst customer experience I've had to endure, and am still enduring.
I've never even had a single problem with any aspect of dealing with my former mortgage companies in over four decades. I've only been with Mr. Cooper for three months now and I dread the next 25 years until my mortgage is paid off. I hope to God they sell my mortgage!
Date of experience: April 4, 2022
I received notifications that my mortgage was transferred by Wells Fargo to Mr. Cooper in May/June 2023 and that the transfer would take effect July 1,2023. I diligently created a Mr. Cooper account and signed up for Auto Pay and double (even triple)-checked to make sure that everything was in order. I saw that my July payment was automatically deducted by Mr. Cooper in July. In late July/early August, I started receiving alerts that Auto Pay was not set up on my account and that I had to fill out a form and mail it OR set up a Mr. Cooper amount (which I did). I tried calling to speak with an agent (after receiving mailings that said "if you ever need support, we are just a phone call away") and their phone system fails to understand basic words in English such as "payment" or "agent" and hangs up without ever giving a caller a chance to reach a live person. This happened six times so I tried chat and a chat agent confirmed on 8/1/2023 that Auto Pay was indeed set up on my account. Well, on 8/2/2023 I received another alarming alert stating that Auto Pay was not set up and that immediate action by me was required. I finally got another chat agent to share an email address so I wrote to express concerns and have no doubt my email will be ignored (but it's evidence that I am responsible while they are negligent). I am really concerned about all the negative reviews, the ongoing email alerts I receive stating that Auto Pay is not set up after it had been set up and confirmed...this company does not have its $%#% together at all--guess who will suffer? Customers. This company also sends out unnecessary mailings touting their customer service. Instead of doing that, they should actually try providing basic customer service. I give them a F- and I want my loan to be transferred to another, more reputable institution. I think if they continue to hassle consumers, we need a class action lawsuit against them. Negligence, incompetence, etc. is not okay when it comes to mortgages, insurances, and homes. I think this company needs to be investigated and face some consequences for the terrible way they treat consumers.
Date of experience: August 2, 2023
I own 11 properties and have had experience with working with over 25 mortgage companies. Mr Cooper is BY FAR THE WORST and there is no one in their league. Customer service wait times are often over 30 minutes, and the people hired are so poorly trained that you can NEVER trust you are given the correct information. I attempted to increase what I pay each month on auto pay and they are just too incompetent to know how to advise me to do anything. They ruined my credit because they screwed up papers they told me they received and laterr said they didnt get on time.
Tip for consumers:
choose any other lender if possible
Products used:
I only am involved with this awful company becasue they bought my loan. I would never choose to do business with them by choice
Date of experience: February 26, 2022
If I could rate this company -******* stars I would. They are the worst, most corrupt, most horrid company I have ever dealt with. I am closing the sell of my house, we have requested the payoff so THEY CAN CLEAR THE LOAN OFF THEIR BOOKS! Its like HELLO I WANT TO PAY YOU MONEY AND YOU DONT WANT TO TELL ME HOW MUCH TO SEND YOU? REALLY?! Today was the 5th time i personally have requested it. It has been promised to me and yet to receive it. They are going to hold up my close because they cant get their $#*! together. DO NOT EVER USE THEM! I am sorry but if you can fax me a piece of paper that has been requested for over 30 days, then why are you in business. Oh that's right, your in business because you changed you name due to lawsuits and other shady business practices. If they are your mortgage company, good luck, they are the most corrupt company I have ever dealt with.
Date of experience: September 9, 2019
I have been trying to refinance for over 3 months. I have gone to upper management and nothing ever goes through. NOBODY there communicates with you. When you get their attention, they just ask for more documents and stall even longer. It is really sad that when you have a current mortgage with them, you can't even get through the red tape. I WOULD NEVER RECOMMEND THIS COMPANY TO ANYONE! I know 3 other people dealing with the same thing.
Date of experience: September 25, 2020
Dear MR COOPER,
I'M happy to report about two amazing people work with my refinance for months closing was12/10/2020
On a more serious note, please allow me to express my utmost gratitude to these two people for their kind deed of gave me this opportunity in this difficult time, which I had almost given hope on. I really cannot thank your entire department enough, especially Mr. Gray Dawson who first gave me the good news still I have a chance to refinance. Mr. Gray Dawson and Mr. Winston Hill, thank you for your professionalism in handling this matter is highly appreciated and commendable
Best,
Alganesh Gebrelibanos..
Date of experience: December 11, 2020
Mr Cooper/Nation Star is a mortgage company. I have never worked with a more disorganized and incompetent mortgage company than this one at Mr Cooper. I have had this company since September 2018, and it took me months to get on their website. Once I got on their website, I found that I was months behind in my monthly payments due to them doubling my taxes in error and raising my payment by more than 50%. It took multiple phone calls to get this fixed and going through the credit bureau to get my credit score corrected. Since then I have been very vigilant watching where each and every payment goes, and most months I have to call or email to get this corrected. I call to get problems resolved yet within a few months have those same problems again. Many responses I get via email say "we've already addressed this issue." This is another one! Just because it's the same problem as last time doesn't mean it's not a new problem. I will never recommend this company to anyone. I also contacted the veterans company I used that got this mortgage to tell them to stop using Mr Cooper. They were going to contact Mr Cooper personally to fix things, but Mr Cooper has not yet responded to me. I will make sure they are aware of this as well. Do not use this company and refinance immediately if your mortgage company sells to them. Zero stars from me.
Tip for consumers:
Walk away if you’re told your mortgage company will be Mr Cooper. Save yourself a lot of headaches.
Date of experience: January 31, 2021
My mortgage was SOLD to Mr. Cooper from Victorian Finance. VF should be very ashamed of themselves for using Mr. C. YOU CANNOT TALK TO A HUMAN. Ever. Very frustrating. They send you letters but you cannot respond to a person to find out WTAF they are talking about. DON'T even consider using them.
Tip for consumers:
Don't.
Products used:
NA
Date of experience: July 22, 2022
Omg i'm doing refinance is taking over (4) months APR changing thousands times ignoring customer call or emails changing home price from the first time we make the deal for refinance over all is the worst company for any one to Do Business with MR COOPER i thought it was good company tell i did refinance they are worthless no one waste you time with MR. Cooper
Date of experience: September 4, 2020
Data breach and now they want me to sign up for their identity protection plan. Creeps! We expect our data to be protected automatically.
Date of experience: January 9, 2024
Destroyed my credit score, committed major violation of RESPA Acts and Provisions during a loan refinance to another company. Now laughing and saying that they destroyed my credit for 7 years and they are proud of it.
Date of experience: July 2, 2020
I am beyond disappointed with Mr. Cooper! I work as a first responder and due to COVID have been working around the clock and happened to miss my payment for the month of May, as soon as I got a notification on my credit score I immediately made the full payment of the month of May including late fees and well as the month of June. I was instructed to send an email to request a pardon since this was the one and only time this has ever happened. I sent an email on July 8th and didn't hear anything back until August 10th where they were requesting an additional 15 days to come with a decision after 45 days I follow up again and to my surprised despite everything going on they denied my request. I am grateful I decide to sell my house so I can make this payment in full and never ever use this company again! I will be posting this review everywhere I possibly can as this company does NOT care for its customer not even in times like this!
Date of experience: August 24, 2020
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?
Tip for consumers:
If you like being cheated, or possibly homeless...do business with Mr. Cooper.
Products used:
Predatory mortgage practices
Date of experience: October 13, 2021
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?
Tip for consumers:
Avoid at all costs! Unless, you love stress and anger!
Products used:
This is a mortgage product
Date of experience: September 22, 2021
I really wish the Attorneys General would come together and nail these people on behalf of the customers that they've scammed with their underhanded accounting practices.
Date of experience: February 28, 2020
I realize it's a challenging time and hold times are longer then usual. However, after 60min hold with no option for call back for holding your place in line, I was finally able to talk to a representative that showed no empathy for our situation. My husband has a compromised lung problem and was put on medical leave from employer on 3/18/20 as I explained our situation and worried about mortgage payment I was told we'd have to provide several documents including Disability form, which haven't even been processed yet because it's taking longer to work with EDD and doctors office. She said we had to provide documentation with 2-3 business days after submitting application and no guarantee we would even be approved for there forbearance program. This only adds more stress to our already stressful situation. Horrible for Mr. Cooper to expect such a quick turnaround and in the meantime the clock is ticking and we can fall further behind. I am applaud at the lack of understanding this company provides to it's customer. Almost as if setting us up for failure. Shame on them and are they even complaining with the regulations for distressed home owners?
Date of experience: March 30, 2020
Freedom mortgage sold our mortgage to Mr. Cooper end of December, since January this company has been an absolute annoyance to deal with, after forbearance all payments made on time yet we keep getting letters from Cooper stating we owe $24,000 and needs to be paid asap, this was supposed to be refinanced into loan modification with Freedom mortgage, they also state that we can sell the home, refinance, or surrender the home to them, how idiotic, this company has untold number of complaints, paid out millions in law suits, along with several class action lawsuits, wonder how CEO Jay Bray sleep's at night, I am currently filling complaint with New Hampshire Banking Commission, along with other avenues not mentioned,
Date of experience: February 10, 2022
Stay away! They don't use local appraisers. Appraised for $183,000 in Jan 2019, X home appraised for Mr. Cooper in Oct. 2020 for $153,000( Zillow had it for $155,000... Go figure). Zillows algorithum is off badly in many areas. 40 days later... I refinanced it on Nov. 27,2020 with Huntington. Apprasied at $210,000. X-home was off by $57,000! I know they used Zillow, because my Sqft is listed wrong on zillow. This Wrong Sqft. Was presented in my apprasial! We laughed at Mr. Cooper's apprasial, saying no updates had been done in fifteen years. When in fact the house was gutted to studs and all new in last three. Mr. Cooper would not even help appeal this terrible apprasial. You will lose your $500 apprasial money! Stay away! Stay away if you live out in the country!
Date of experience: December 8, 2020
Mr Cooper mortgage is a bunch of circle jerking crooks! I got a mortgage loan for just 10,000.00
After 15 years of making my payments on time, I have only paid less than 2,000.00!
There is something profoundly wrong with this company. Don't ever use this mortgage company, not even for a birdhouse! DON'T EVEN THINK TWICE. TURN AND RUN IN THE OTHER DIRECTION IF YOU VALUE YOUR LIVELIHOOD! This is a company of lying thieves with absolutely zero compassion for you and your families!
If there are any lawsuits currently or in future works against Mr Cooper, I would love to be a part of it! Please let me know! I hope this review helps some unsuspecting hard working people from being taken advantage of.
Date of experience: July 9, 2020
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.
Date of experience: June 24, 2021
Whether you are considering buying your first home or ready to refinance your 12th, Mr. Cooper is here to guide you through the process. Let's get you home.
Is this your business?
Claim your listing for free to respond to reviews, update your profile and manage your listing.
