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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 company does not care about anything except getting paid. I had an ongoing issues with them and they kept giving me the run around for 4 Months. I asked every question that I could to resolve the issue and I continued to receive the same letter 3 different ways. From one department to the next. I received bad information every time I called. I would not suggest if you are human to use this company. It only works for faceless, heartless, persons or Robots.
Date of experience: February 26, 2020
They paid a non-resident property tax on my home even though this is my PRIMARY house which they knew. Now My mortgage payment went Way up because my escrow is in the negative. No communication with the customers. This could of been easily resolved if they just would of contacted me to begin with! Horrible customer service and policy's. Not recommend at all!
Date of experience: January 16, 2020
After a week finally received a call back from Victor and he wanted to know what the problems were. I told him I wanted closing costs fees and the interest rate to be lower that day! He proceeded to get agitated on phone and arguing over things. So I told him just pull our loan application. We would take our business else where. He said well you will be sorry for this. Terrible customer service, would not refinance with these people, very rude! We found better service elsewhere and better service and interest rate! Happy Now! AZ
Date of experience: June 1, 2021
This place is a nightmare come true. Customer service (more specifically, lack thereof) is a joke. Getting a human (as opposed to a bot or automated prompts) is next to impossible unless you want to spend several hours of your life on hold. When you do get a person, good luck getting any info. Two people will tell two different things. You'll get more satisfaction watching paint dry than you will from this (expletives deleted) second rate mortgage company.
Tip for consumers:
Do yourself a favor and don't. Run like the wind.
Date of experience: June 8, 2022
My first experience with this company 3 years ago was a nightmare. No one would get back with you hard to close underwriting was a chore to deal with. So I was very apprehensive of doing this again. But they put out an advertisement saying quick and easy and it's nothing but a lie. In the process of looking at another lending institution quicken loans loan Depot somebody's got to be much better to deal with.
Date of experience: December 4, 2021
As long as you're never late it's fine. Was late during the Texas winter storm; electricity went out a LOT with hit or miss internet access when it was on. Called and explained, she was nice, said oh, no problem. So they tacked a late charge to March.
Date of experience: March 17, 2021
When Mr. Cooper... what a lame name!... got me insurance for the house, they put the value at over 3 times what I owed, and way over TWO times what it is worth. The lady for that division, in Georgia, could not explain why they would do that, and it took me several calls just to finally get her. Of course now I have to fight my way through American Security Insurance to get their story. Multiple calls there too... just so far! We should have a class action suit against all of them.
Date of experience: October 3, 2019
This is absolutely the most unprofessional company. They call, email ect. Wanting to refinance your home
That they already have the note on. They will not return calls. They will access your credit without a completed loan app. Then see you have a almost 800 credit score and tell you They can't count one income due to the fact that person is self employed. This is pure and simply Discrimination at its finest. And this was not even a have to refinance. My opinion is to find a reputable and Decent company that values your business. We talk about keeping the small businesses up and going in America
But I guess Mr. Cooper and his company does not agree with this.
Date of experience: September 22, 2020
This company is a complete scam. They got caught steeling money in the past. They are still the same company, doing business as "Mr. Cooper". Please investigate before trusting a company with, what is most of ours largest investment. Our fight has just begun, because we will get the money they have stolen. Be WARNED, you will be the next victim. The lawsuits and reviews are all out there. Unfortunately, we have no say who our loans get sold to. But, new buyers and those looking to refinance you do have a choice.
Date of experience: September 9, 2020
My mortgage was bought by Mr. Cooper a year ago. They did not handle the escrow account correctly and the city charged $500 plus in late fees, penalty and interest. Mr. Cooper refuses to pay for these. In addition they erroneous calculated my reassessment with double the tax rate resulting in an increase of $560 a month. This took months to correct and many phone calls and emails. I've owned a home for over 30 years, these are the worst people to deal with.
Date of experience: December 3, 2021
When you sell your home, you are charged a fee each time the title company or lender requests the payoff. Depending on how long your buyers loan takes to be approved, you could end up paying several hundred dollars. The lender and title company stated that they have never dealt with a mortgage company like this! It literally makes me sick!
Date of experience: December 7, 2020
They bought my mortgage from another company and it's been nothing but issues since. I tried to set up their bi-weekly program for months and they could not get it sorted. I finally found the executives emails and contacted them directly and that was the only way I had resolution. The "customer care" woman told me to not contact the executives again. Totally disorganized and really shady at times.
Tip for consumers:
Avoid at all costs
Products used:
Mortgage service
Date of experience: January 30, 2020
I just had the most crazy "Fight" with this little boy Nathan who worked as a Mr. Cooper representative. When I stated this whole thing was "Ugly" he asked if I had "looked in a mirror lately"... Then told me he could talk to anyone anyway he wanted to. I asked for his supervisor, he refused.
What a gross company. The only reason they have business is they buy loans, and force people to deal with this trash. I would NEVER recommend using this company if you have any say in the matter.
Date of experience: July 28, 2022
Since Corona has hit, most of us have fallen on a bit of hard times. I applied for the forbearance plan. Got approved but it's a utter SCAM and design to hurt you. They are making you pay in FULL the moment its done after 3 months, instead of adding it on to the end of your cycle like other companies. Well if I'm out of work cause of this how can i pay in full after? This company doesn't care and they make it very clear
Date of experience: April 7, 2020
They deposited all of my principal payment into escrow account causing a past due of one month for the principal. Called 3 times and every time it is not corrected by the date they promise. Very frustrating and un- professional. If you have a choice, Do not use this company.
Date of experience: August 30, 2022
My mortgage sold to Mr. Cooper in April 2017 and just learned 30 days ago that my mortgage payment has not been turned into any of the credit reporting agencies this entire time! Never missed a payment. Was told it would be resolved and it hasn't been. Now I call back in today and the, "escalation department", says it will be turned in at the end of March! Great service, not! Asked for a written verification of mortgage 30 days ago to make sure they are going to report it correctly and got nothing! Stay away or refinance away from them, total joke.
Date of experience: March 5, 2021
For the past several years I have been making extra payments toward principal every month, anywhere from $300 to $600 in order to pay off loan since we will retire soon. Last month I paid an additional $900 toward the principal and for the SECOND time, it was applied to the escrow account instead, even though we don't owe anything in escrow. We have had 2 other homes/mortgage companies in the past and never had to deal with this level of incompetence. I can't wait to pay Mr. Cooper off and get them out of my life.
Date of experience: August 10, 2022
These guys are horrible I paid my loan off over a month and a half ago and have not received my escrow or over payment funds back. My real estate taxes are now overdue and I will be charged late fees and penalties because this corrupt company is illegally holding my money. I have left multiple messages to speak to a supervisor and have been told I will receive a call with in 24 to 48 hours... 7 days later I am still waiting for a call. This company is very incompetent, inept, and unprofessional.
Date of experience: February 19, 2021
Talked me into a re-finance. Paid $400 for an appraisal, then left me hanging & changed my processor a few times. Finally got fed up and told them to forget it. Now I am out the $400. A joke of a company to deal with
Date of experience: January 28, 2021
My review of one star is quite generous. I only gave it a one because I had to fill this field in. Beware of 'Mr. Cooper. The name suggests a friendly type of business. Their customer service is TERRIBLE. You call them with an issue and spend some time with them trying to resolve the problem, and they do absolutely nothing about it. It's like talking to yourself. Buyer beware. MR. COOPER SUCKS!
Date of experience: February 23, 2022
Mr. Cooper used our escrow account to pay someone else's hazard insurance. They admitted their error, but 4 months later, there's still no refund to our account. We cannot refinance now because of the negative escrow balance we now have due to their error. We were told a check was sent and they went as far as giving us a check number, but the check never arrived. We have made numerous calls and sent emails, but they are no longer communicating with us. This is fraudulent and wrong! STAY AWAY FROM MR. COOPER!
Date of experience: September 23, 2020
Mr. Cooper purchased my mortgage from Quicken Loans, and the experience has been nothing short of a nightmare.
I have always paid my mortgage bi-weekly. That is a foreign concept to this company who, even if you are paid ahead by the normal monthly payment, they have hoops and forms and voided checks to jump through (1990's called and wants its business processes back) and you actually have to get two months paid ahead for them to even consider. Customer Service is awful and they just pawn you off. Welcome letter from Jay Bray, CEO says "I have great news!
Your mortgage has been assumed by Mr. Cooper!" He is a liar.
That news was awful and it's been awful ever since. I tried to contact the company to share my experience being so awful and complicated and I was completely dismissed.
Date of experience: November 15, 2020
This company is horrible. Our loan was sold to them from our previous mortgage company. We have our payments set up o line to come out twice a month yet they sent a fat lady every month with a sheet of paper saying we're 16 hours late on our payment. They can shove their papers in her fat rolls & get over a late payment.
Date of experience: September 20, 2019
I missed a mortgage payment. Absolutely my fault. Too bad it was 30+ days when I realized it. You see, I received a confirmation of payment email, my father died, and I was offered a new job all in the same week. I paid all dues and requested a gesture of goodwill, explaining everything, to repair my credit. I have no other missed payments in my history. Anywhere. They told me no, and that everything has been reported accurately. You can do so much better looking for a lender.
Date of experience: February 16, 2021
Only for interest Charges, payment no for principal account. I want to get Cancellations of Deferral Request after I pay all the amount of *******. 27 dollars. But they just delayed and delayed to respond and tell me to wait. Really bad service for money.
Date of experience: February 8, 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.
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