Mr. Cooper

Absolutely the most disrespectful, rude and horrible customer service I have every dealt with. Holier than this attitude and egotistical associates.

Refinancing with Mr. Cooper? DON'T! As an existing customer with an 825 credit score, no other debt, and more that adequate resources, I thought it would be a quick and easy refi. We were to close at end of October. During the process my loan processor changed, an appraisal was waived, but then required (even though they had a very recent BPO that they had ordered). Their customer application portal doesn't match what your loan processor says and offers no information to the borrower to resubmit an acceptable document. They never provided a loan cost disclosure after multiple requests. At one point loan processor said he thought we should send in one more trust verification and then he sent us multiple documents with the wrong state's legal verbiage, then cut and pasted one that we had signed and notarized, but underwriting wouldn't accept it, so did a 3rd one. We had 3 closing dates set, with clear to close and they cancelled them. They locked my rate without my permission and the lock end date changed at Mr. Cooper's whim. When I submitted a complaint to the Mr. Cooper Customer Service office, my loan was declined and access to my lending portal with submitted documents was closed as of 1/4/2021.

I spoke with three different customer service representatives about my supplemental tax bill and got three different answers. I assumed I would be responsible for the bill and had no issues at all with that. However, I figured I'd check with Mr. Cooper to see if there was enough in my impound account to cover the bill. First rep says, "Yes, we will receive your tax bill and adjust your monthly mortgage. There is nothing you need to do." Well a few months went by and my mortgage payments stayed the same, so I followed up. Another rep said, "Yes, we will pay your supplemental tax but you have to send us in your bill." No worries, I went ahead and sent it in through their secure messaging center as directed. Maybe the other person was new and not sure how the process worked. A bit more time passes and still nothing changed with my mortgage payments, so I followed up AGAIN, for a third time, with Mr. Cooper, and a customer service rep told me, "No, we don't pay your supplemental tax bill. You are responsible for that." I sure am glad I knew not to trust these people and to do my own follow up. I wish I could say this was the only time I received bad info and terrible customer service from Mr. Cooper, however, there have been other occasions. In addition, the bad info I was receiving was nothing compared to the awful attitudes of the customer service reps. Each time, they treated me as if I was this person bothering them. "How dare he ask us questions!" Unbelievable rude, short with their responses, and worst of all THEY were just making stuff up, it would seem, and had no idea what they were talking about. The Message Center I mentioned is also very unhelpful. The responses you get are automatic and do not directly address your issue. So basically, if you have a question or an issue, you are rolling the dice no matter how you try to get your answer.

They are reporting us late on the mortgage the day after payment is due! Customer service has no clue

Company engage in deceptive/ dishonest loan practices causing me financial harm. They issued written guarantees they didn't honor and offered bad advi Over the span of 2 months I worked with Derek Clark in the Coppell Texas office. During this time Mr. Clark and his manager gave me bad financial advice that cause my FHA refi to collapse. He told me to withhold them make payments to get a loan that he finally was unable to offer. He and others in his office issued several written loan disclosures and was dishonest about there content or meaning. Derek often failed to contact me at agreed times his management would never call me back and even other in his office made comments about the dishonesty shown. Instead of being honest when I had the money to close Derik provided bad advice and asked me to spend my closing amount with a promise to lower closing cost that actually increases after I spent the money. I was issued several loan agreements which the company failed to honor. His supervisor Candi Tran ignored several complaints during the process. I complained more then once only to be lied to again. This company has caused me financial harm and undue stress because of the continued dishonesty during the process of a loan that was sabotaged buy Dereks incompetence as a supposedly licensed professional and the lack of supervision on the part of Candi Tran.

Very unprofessional customer service and does not care about customer value. Please
Stay away from them.

This company after a year and a half had not got me starting paperwork ALL OVER AGAIN What is their problem here are they just trying to foreclose on peoples houses On purpose? My mother passed away a year and a half ago the mortgage was serviced by Seterus then got sold right as my mother passed away. I've been trying to get the mortgage put into my name since then. Mail Emailed faxed paperwork over and over called Fanny Mae And explained to them the run around I was getting only to be told there's nothing THEY can do. Lawyers don't want to even be bothered with Mr Cooper because they are so bad. I'm at my breaking point we need to start a class action lawsuit against this company. How many people are having the EXACT SAME PROBLEM? Are they just trying to steal my house off what?
My email is *******@oocupholstery.com if anyone can help please let me know your experiences. I'm calling my lawyer again Monday to try and see what can be done. She's already sent them a letter a month and a half ago. PLEASE let me know any info is appreciated.

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.

I was on hold for 3hrs and hung up on, then this $#*!en $#*! gets $#*!ty with me...
$#*! you people...

Nice people but set aside a min of an hr to get any information. Waited an hr on hold only to have the rep hang the phone up.

Representatives aren't equipped to solve any problems and they don't even know the email to their corporate headquarters.

We are filing suits against them for multiple reasons. Do not even get close to this company, or should I say soon not to be a company.

This is the worst mortgage company. The people on the phone are clueless when you call in to ask a question. Why was it switched in the first place?

Their customer service is awful. They pretend you can contact them in ways other than by phone but if you do they always tell you to call them anyway so they just waste your time pretending the other methods are viable. Then when you call them, THEY DON'T LISTEN TO YOU. I called with a question. The rep thought she knew what I was asking, cut me off and launched into a script. I tried interjecting repeatedly to tell her that wasn't what I was asking. She essentially told me to shut up so she could finish answering the question I didn't ask. I've never interacted with any customer service that rude or terrible. I wrote a complaint. Mr Cooper replied with a letter telling me they'd investigated the complaint. Their summary of the complaint also revealed they were totally missing the point. Their summary ended with them saying they found the jerk rep who doesn't listen to the CUSTOMER when providing CUSTOMER SERVICE had done nothing wrong. Neither the rep OR the company I complained to about the rep ever bothered to LISTEN TO WHAT I WAS SAYING. This is literally the worst customer service I've ever dealt with. If mortgage rates ever become more favorable than what we have locked in I am 100% REFINANCING JUST SO I CAN STOP GIVING MR COOPER MY MONEY. Also their reps (even the ones that don't overtly not care what you're saying) give you false info. I was told by Mr Cooper that my escrow pmt increased because of insurance. I called the insurance Mr Cooper's claim flat out wasn't true. I hope they go out of business. It defies reason that such a poorly run and managed company should continue to exist.

DO NOT MAKE THE MISTAKE OF CHOOSING MR. COOPER MORTGAGE.
I HAD TO MAKE DOUBLE PAYMENTS TWICE SO THAT THEY CAN GET ME ON BI-WEEKLY PAYMENTS, BUT THEY STILL COULDN'T GET IT RIGHT.

I thought the email I got was a joke or a scam. Pay my mortgage to "Mr. Cooper" the reviews here make me very worried!

My problem with Mr. Cooper's incompetence was what should be a simple one. They posted the incorrect (by $7.00 less) than my check was clearly written for, both numerically and in long hand. My next monthly statement indicated my payment was $7.00 more than it should be. After reviewing my cancelled check and my bank statement which indicated the correct amount (as written on the check) was deducted from my account, I thought I'd give them a call and get this problem rectified. BIG MISTAKE.

This is the most incompetent company I have ever dealt with and, as a result, if they can get the payoff amount correct, I am paying off my loan with them next month. First, it took me at least 10 minutes on the "robo merry-go-round" before I could finally get to a "know nothing customer service representative". After I asked for a supervisor (she said they didn't have them... only people that deal with problems that have been escalated to a higher level. After another 10-15 minutes I finally got hold of one and he was more useless than the initial representative. The first gal said they keep copies of the checks, so I knew that they should be able to pull it up and verify the amount was correct and then remove the $7.00 "overdue" charge. No, that would be too easy, if they indeed keep the checks like they said.

Instead, they wanted me to send them a copy of my check AND a copy of my bank statement that showed my bank actually took the correct amount out. I told them that it is not my place to fix their problems and I was not about to send them a copy of my bank statement. They said that was the only way they'd remove that $7.00. After nearly an hour (total) the guy wouldn't allow me to talk to anyone with some authority and that's the way it is.

In summary, if I could, I'd give them a minus 5 but, hopefully, enough people will read all of the negative comments about this company (their rating is a 1 out of 5) and not be foolish enough to do business with them. If they decide to... I wish them luck, because they'll need it..

Worst company I have EVER worked with in any industry. Ever. I wouldn't recommend them to someone I dislike. Do yourself a favor and stay far away.

Don't trust them! Mr. Cooper purchased my loan in September of 2021. From September through November they did not have my account set up due to pending paperwork from my previous loan provider. Even though this was the case, I made sure to make my mortgage payments to them each month. I have the bank statements to prove that my payments went to Mr. Cooper (this information has also been provided to them). In October of 2022, I tried to get a Home Equity Loan with Discover. My loan was completely processed in underwriting and just needed the Mortgage Verification from Mr. Cooper. When they filled it out, they put that September was not "N/A", October was 60 days delinquent and November was 30 days delinquent. My payment was never late to Mr. Cooper or my previous mortgage company. I was never and have never been delinquent. They have refused to remedy the situation by simply sending a letter acknowledging their mistake to Discover. My loan has been closed with Discover due to their inaccurate reporting, which they admit was never even reported to credit agencies because it wasn't true. I desperately needed to pull equity from my home to make it in this current economy. This has greatly affected my life financially. I have no faith in Mr. Cooper to accept my payments, record them accurately, or even do business in good faith. I couldn't be more disappointed in a company for their total lack of concern for their customer. I made my payments, I've covered my track with a paper trail of proof and they were still able to do this to me. Shame on them. I will not stop telling everyone I know, leaving reviews everywhere I can, and emailing any "important" person at Mr. Cooper.

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

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!

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.

So sad that foreign customer service is better than domestic customer service. Completely useless customer service.