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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
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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!
This mortgage lending company has horrible customer service. They cannot be reached by phone or email.
If you try to reach a person you are shunted eventually to a non-working black hole.
When you finally tried to fix this with a real person, you got the runaround.
Do not trust your mortgage loan to Mr. Cooper.
Date of experience: July 3, 2023
My problem is similarly to the ones listed below. Didn't pay my insurance, can't find my payments, no human beings to speak with, phone call is ended by then before a resolution. I've spoken to my attorney, we are taking action.
Date of experience: December 7, 2023
After less than a month as my new loan company all my personal records were stolen. Then they paid the wrong insurance company for my property and paid twice the amount. Forget about trying to get ahold of anyone on the phone as it's an endless recording spitting out useless BOT responses in an endless cycle.
Tip for consumers:
Mr. Cooper has the worst service and is completely incompetent in handling personal information in my opinion. Stay away from this company if possible.
Products used:
Stuck with this mortgage company as my mortgage was sold to them from Wells Fargo
Date of experience: January 31, 2024
After misapplying my additional payment (again), it took 6 times of either calling or "chatting" to resolve. I finally got so frustrated I asked to speak to a manager but was told there were none on site and that one would call me back within 24-72 hours. That was 10 days ago. To add insult to injury, a late fee was applied to my account due to the misapplication of my payment. This place need to get their s$,t together
Date of experience: July 25, 2023
I was on a forbearance plan due to an illness. I was told I didn't have to pay until that was up, but I still paid a little bit monthly. I had always been a good customer and always paid on time. Even though I was on the forbearance plan, I still paid as much as I could monthly yet they still reported me to the credit companies. You can't just change your mortgage company without changing your rate so you're stuck with a company who doesn't care whether they ruin your credit or not.
Tip for consumers:
Don’t use them go elsewhere.
Products used:
Mortgage
Date of experience: January 20, 2023
This company is atrocious. My mortgage got sold to them in August and I'm now considering selling my home to not deal with these people. Escrow analysis is wrong, they can't provide information on connect you with their tax dept because it's a 3rd party. After reading these reviews, and seeing they've had multiple class action lawsuits, I'm assured, I'm doomed having a mortgage with them.
Date of experience: October 31, 2023
This company should be ordered to shut down period. They would randomly go into my bank and do draft when there is nothing due. When they realize their mistake and reverse the bank draft, they would post a penalty on me... I wish someone would start a class action lawsuit and I will join in a heartbeat.
Date of experience: February 6, 2023
They took my home, Hold my cashier checks and said they never received payment. I called the bank, spoke to a manager at that time who told me I was up to date with my payments. This company hurts me a lot. I have been in my home for over twenty years.
This is a deceitful company, I am very disappointed.
Date of experience: September 8, 2023
My loan was sold to Mr. Cooper and it has been a Sh** show ever sense. I have sent my home owners proof of insurance multiple times. Ever time they say they have it then a few weeks later I get a warning again. It take 30 min to get a real person on the phone and then they have no clue what to do...run if you can. RUN RUN RUN!
Date of experience: May 14, 2023
Cyber attack to Mr Cooper data. Called to see if I was impacted or the result of the impact. Transferred 3 times as no one could answer. Hard to understand customer service reps as they had very thick accents! I do not know if I was impacted or how after 3 phone calls! Customer Service is terrible!
Tip for consumers:
Customer Service was horrible
Date of experience: December 18, 2023
We have auto pay set up, they keep saying the account is wrong however the bank and I have confirmed it is right. They keep calling but will not fix the issue leaving me with late payments and fees. Someone from their company went in my account and changed my statements to be paperless then tried to say we did that and its our fault for missing. They also paid our taxes, late, without notice and said we did not have the funds in the account which we did and that put us $2,000+ behind. They just added it to my monthly payment. They took $400 out of my account which I had the statement for and they said they never did and dont see it on my payment history. They have been taking money and not applying it to my account!
Date of experience: July 28, 2023
My loan was just sold to Mr. Cooper, they started sending me noticed I needed flood insurance, which I did not have to have before because my home is not in a flood zone. I have a letter from FEMA, but it has an expiration date on it, I've just had to apply for a new one because of all this. They just illegally charged my escrow account with the policy saying there has been a change in the flood zones, which is a lie, there has been no change in my flood area since 2006. This has been a nightmare. I have emailed talk to them numerous times, they pretty much said they can put on any insurance they feel necessary, its their right. I'm working on fighting this because I did not have to carry this insurance with my previous loan provider. Wondering if anyone else is having the same issue?
Date of experience: January 20, 2024
Mr. Cooper recently bought my mortgage from a wonderful bank. I have spent 5 weeks trying to get a statement from Mr. Cooper to make my payment. I have been lied to every time I've called. Mr. Cooper has never reached out to me or mailed me any information about my loan. My suggestion if you are considering a mortgage company is to stay away from this one. They are terrible to do business with, very unprofessional!
Date of experience: December 12, 2023
They refuse to bill or issue late notices hoping your will forget your payment so they can charge you $54 late fee. And if there are any errors in routing number or account number or any other problems it takes months to contact them by phone or email. By phone they will put you on hold and then hang up on you and with email you get an automated reply and nothing else, And in the meantime you can look forward to weekly repossession notices. It took me 4 months just to get them to correct my account number.
Tip for consumers:
Do not do business with this company. There service is terrible and their interest rates are not competitive.
Products used:
I did not choose this company. They bought my mortgage.
Date of experience: July 20, 2023
Just received letter on Jan 20,2024 dated December 24,2023. Nationstar Mortgage LLC (dba Mr. Cooper) writes to inform ALL of their customers of a data security incident at Mr. Cooper that may have involved some of your personal information. What information was involved? The personal information in the impacted files include customers name, address, phone number, email address. SOCIAL SECURITY NUMBERS, DATE OF BIRTH!
There you have it! Here is my issue. You can't have them sell your mortgage to someone else who has better data security systems. Your flat out STUCK with this incompetent mortgage company. CEO Jay Bray should be fired. Now, thousands of customers will be stressed out wondering if their data is going to be used down the road. Their fix, watch your credit report on us. Really? Should have never happened!
Tip for consumers:
Do not use this company. Your personal info will be breached!
Products used:
Mortgage Home
Date of experience: January 23, 2024
Well they double bill you, admit they do it then spend year plus avoiding payment back to you! They delay payment to your insurance company and tax office thus causing huge fees and cancellation of policy. No one returns calls they hang up on yo when you tell them you have a complaint, they lie and say they have no supervisors working, they speak down to you calls you names argue yell and then just say keep it up and we will cancel your mortgage.
Discusting unethical place that has no leadership and the blind leading the blind better to pay high rate then to be ripped off abused and bullied by a less than professional poorly scam organization. Someone needs to close them down!
Date of experience: August 21, 2023
They say that they don't take any form of card payments! I told them its all I have right now, did not care! They are just money hungry! They did not even give me another option. This company would rather have you pay $40 in late fees because your other account doesnt have enough funds. I couldn't get my routing number or account number to work.
I will be switching companies for sure! Never recommending mr.cooper to anyone. I will be filing a complaint with better business bureau
Date of experience: March 30, 2023
My mortgage was sold to Mr Cooper. They took 2 payments out of my account which caused my account to overdraw my account. Tried to call them and I can't talk to anyone. Stay far away from them as possible.
Date of experience: February 21, 2024
Misreported a late on credit report. Score dropped over 100 points (1st ever late) and then proceeded to argue with me stating they can't correct on their end and I have to take up with credit agencies. Definition of corporate bloodsucker, if I could choose who serviced my loans it would not be them.
Tip for consumers:
Closed on loan and was resold to them. I would never voluntarily work with this business.
Products used:
Loan
Date of experience: April 24, 2023
Nation-star, Mr Cooper, and now Lakeview.
When I had Nation-star, they took five payments for one month on my automatic payment, which really gave me a problem financially. They had such a bad name that they changed to Mr Cooper, and now Lakeview which is unorganized and very difficult to work. Just more of the same.
My loan was generated through USAA, which I hold responsible for and inapt irresponsible loan servicing companies that switch because they can't seem to get their act together.
Bad customer service.
Poor public relations.
Cannot be trusted with account information.
Date of experience: April 29, 2023
We refinanced to a fixed mortgage back in the spring of 2021. The bank miscalculated and therefore failed to satisfy the owed property taxes. Since then, we have gotten 2 delinquent notices from tax officials, and each time the delinquent taxes are paid, Mr. Cooper does an escrow recalculation and raises our mortgage without adequate explanation. 2yrs in and our monthly mortgage payments have increased by over $400. When I complain, they give me the number for the state regulators...
Date of experience: July 2, 2023
I was very disappointed in this Mr. Cooper mortgage company that my mortgage was transferred to, I have been on time for the history of my mortgage payments and have 100% payment status. This new co.pany keeps calling me and calling me with collections for no reason. When I called them back and asked a couple of simple questions the woman hung up the phone on me. What kind of company are you running Mr. Cooper?
Date of experience: October 16, 2023
They bought my home loan and did not let me know until I had made multiple payments to my old loan holder. Then when I find out that it was sold, I had to reach out to them. They eventually responded with a letter that my loan was in default for nonpayment.
Date of experience: October 6, 2023
I realized my autopay didn't setup correctly and paid on the 31st day double to catch up and they said they would not charge the late charge and all was well. 5 months later I learned they reported me to the credit unions. I have paid mortgages for 15 years on time everytime an they report me! If I could leave I would but I can't because I am locked in. No wonder they have a 1 star! Are any mortgage services good?
Date of experience: April 24, 2023
Mrcooper forced us to get flood insurance at closing. When it was time to renew they faild to pay for the policy causing it to cancel. Then Mrcooper purchased a new policy with less coverage at triple the price and stuck us with it. The company hides behind departments separated by state lines. No departments interact with each other trying to reach anyone will just upset you. I will never use them again nor suggest anyone to use them.
Date of experience: July 29, 2023
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.
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