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.
On Sitejabber, businesses may not offer incentives or pay to remove reviews. Learn more about our Review Guidelines.
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.
We monitor reviews for authenticity
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.
Your business sucks! You destroyed my credit score because for 6 months you refused to accept my mortgage payment because you claimed the signature on one page didn't match the other. Even though all the papers were signed in front of a notary and you had a copy of the notary receipt. Now there is a global pandemic, people are losing jobs and struggling to pay their bills, but you refuse to eliminate the late fee if the payment is a day or 2 late. You are a money grubbing business who does absolutely nothing to support your customers. I cannot wait to the day that I can take my mortgage to another company. I have to give a start for this rating and honestly, you deserve 0!
I refinanced my home with Mr. Cooper in 2019 and my experience was not pleasant. They reached out to me in 2020 and offered to refinance for a better rate. I thought it couldn't be worse than last year. I WAS WRONG! It has been a nightmare. I was supposed to close in May at the latest. It is mid-July and it is hard to tell when it will happen. I had 4 closings scheduled and they were canceled after the appointment times were missed. We did sign all of the closing documents and were waiting for the loan to fund. However, a couple of days later we were told that they made a mistake and all of the docs are voided and we are starting over. I can not express the amount of frustration and unprofessionalism that we had to deal with. I am definitely opening a complaint with Better Business Beuro and CFPB.
This company will not work with you I have been with them because I was transferred and as soon as I go back to work I'm going to get a different company very very unhappy they would not drop my interest rate without charging me a large fee. Don't go with this company
I refinanced with Mr. Cooper thinking it would be a simple process since my existing mortgage is with them. I was WRONG. We have just passed the 3 month mark and things are still not closed. It takes days and multiple phone calls/emails for anyone to get back to me. Closing has been pushed 4 times due to mistakes on their end. I want to refinance again just to get away from Mr. Cooper. Stay away from this 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?
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.
My name is omar Ali I sold my house 6 months ago and I'm Chasing my escrow money $2500 i never received from the Mr Cooper they been lying to me over and over and over again and I spoke to 14 employee and I have alot emails from Mr. Cooper employee no answer from them at all. They sent me a check and it was not exist account and I'm still fighting back for it till this day I will not recommend them at all my next review I will post all the document That will been sent to me with date on it.
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.
Got my credit dinged for a late payment on a mortgage. I was the cosigner (ex-wife was making all the payments) and it was the final payment. They wouldn't accept her payment because it did not match the amount on the coupon. Asked them to look into it and got a form letter denying my request to remove the late payment comment. I still have excellent credit in spite of them. Horrible communication. Stuck with this on my report for another four years. Will contact Trans Union et al and hope for the best. Thankfully I will never have to deal with them again.
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.
We needed a release of lien for a real estate transaction. Cooper said that it was paid off, but refused to send us the release. Then they said it was not completely satisfied. We gave them the option to provide us with a balance due and the option to send the intent to release. Mr Cooper won't do either... even after quoting our state's real estate law, they are not honoring either option we gave them.
The lender in this transaction has been clear to close for 3 weeks now... and Mr. Cooper is holding up the lives of a dozen people while they just sit on their thumbs. I couldn't be more frustrated and will NEVER use Mr. Cooper again... and I will also actively dissuade everyone I know not to use them either.
Mr. Cooper is a fraud! My mom was advised that she would have to pay for flood insurance so she purchased flood insurance through USAA & after being assigned to my mom's account, you went into my mom's Escrow and stole $974! After she purchased the insurance! USAA had your company return the money, but since then your company has found another way to get my mom's money... buy adding an extra almost $100 to her mortgage! This has to stop! She's a widow. Your company is a scam!
Was told to refinance be very easy since you always pay your bills an have a good credit score! That's all we need now because we are the same one refinancing only take about 20-25 days the most! The first guy told me this he was very nice Michael! The 2nd guy Robert was terrible never want to talk to me all talk to machine or call my boss Jennifer she never called me back so call her boss Elizabeth who also never called me back then they give my application to jimmy who was tell me the truth said that Robert told me not the true so I paid what was need then told jimmy that none of his boss return my calls but don't know they didn't said I will telll them my problem an they will call me that's the last time talk to jimmy never got a call from any boss they just don't care only want to work at home an do nothing for there clients! Finally Michael call me back said everything was going good loan is almost done! I said great told him what happened with the other so call bosses an employee so he will let them know too! Still no call me! Got a email said I was a bad person who don't pay his bills on time an low credit score that is the opposite of me that's is very bad business when everything going on now in the world! I think it's because I am a minority not up to there level I am nothing to them but a animal to help them look good on paper!
Filed better business complaint on 5/27 for outstanding missing payment. Proof of usps tracking confirmation and signature by their lockbox Remitco shows. Then they emailed on 5/29 from Mr Cooper saying we will review by 6/15. Still no resolution. Do not trust them with your mortgage. They blocked payments from my account.
Mortgage sold right when first payment was due. No previous obligations thT were discussed at closing with other lender were upheld. Not applying my mailed payment in March and applying to account. But its usps tracking confirmation they signed for it. Wasting my time with automated calls. Then advising when they call me research is being done hang in there. But payment still outstanding not cashed. And in April they wouldn't let me online or over phone make a payment.
NEVER USE THIS COMPANY... as a contractor I have been more than happy to work with my customer. But they haven't. They have with held an elderly widows INSURANCE check for now almost 6 months with illegal expectations. They want bonding for drywall work. And expect repairs to be completed before they sign the check. It is customers money and that's that. And customer service lady was beyond rude. Company is pathetic. Save yourself the headaches
My escrow balance was calculated at the end of 2019. In March, I got my monthly mortgage and they said that my escrow had a negative balance of over $8,000, therefore my mortgage payment was going up over $600 a month unless I paid the $8,000. I'm an accountant and recalculated my account. I used their spreadsheet and put in the correct numbers. They had doubled the charges for my home owner's insurance, plus a few other errors. I've contacted them over and over, called, emailed... etc. No response, so I'm making this huge mortgage payment every month (when this pandemic is occurring and I have NO ADDITIONAL MONEY!) in order not to be fined for not paying the full amount. When I have gotten through to them, they have me on hold for over 4 hours, then they hang up. The people that I have spoken with don't even understand what I'm asking. They are too ignorant to do their job. DISGUSTING! I wish that I could dump them!
Mr. Cooper is even worse than Chase bank and that is stating a lot. I made a large payment to my principle balance with all the supporting documentation and they cashed the check, but did not apply it to my loan. They are keeping my money and stated they sent it out on 5/21/2020. I received a check number and a tracking number but the tracking number states that it was never requested to be picked up. So it is sitting with someone. So why they have the funds, and are collecting interest on my funds and also making me pay interest on the money I have already received from them. They have done nothing. I don't know what else to do but get a lawyer as not a single person in escalations has a clue what they are doing. The customer service reps understand, but there is nothing they can do. I need management to get involved but nobody wants to own it. I want my money applied to my loan that now is more than I own on my property. They are cheating the system! I have spoken to employees every day for 2 weeks now and nothing. Never bank with this bank they are the worst!
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!
So I had run into some problems paying my mortgage. Working to get straightened out. No where near foreclosure but am behind. Mr Cooper sent somebody into my house to "inspect" They proceeded to Winterize everything claiming the house was abandoned. I came home from work to find doors wide open. Family room and kitchen trashed my refrigerators and freezers empty. Now that the kicker to all this is. In one of the freezers I had been stashing cash to pay my HOA dues. Had about 2200 dollars in a box in the freezer. Been trying to get answers out of Mr Cooper but all of a sudden not a peep. They hound me constantly for the past due even though there is good faith agreement in place for the past due. But trying to get an answer now. Not a peep
- 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
- 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