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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!
I was a customer from Mr. Cooper for four years made my payments on time never late I had an interest rate of 5% with them with the new interest rates on the market I called them to see if I can refinance my house after a month and a half they told me I don't qualify to lower my payment with them Remind you I've been Making a $1700 payment for four years and I have a 700+ credit score so I called cross country mortgage not only qualified within 30 days they got me 2.85 interest-rate and now my mortgage is 1347 so thank you Mr. Cooper for not approve of me
Date of experience: August 15, 2020
Did not report my payments to credit agencies this has devastated my situation I am. already through. Even after working with them getting to a place where I could refinance they never noticed they were not on my report. And when I was transferred from the refinance department to their Customer Service department they said it would be January 13th before I heard back. I called on December 2nd why so long. CSR. Said it's a very smaller department that works with this and it's a long research to do. So I'll go 2 more months with unreported payments, no cause they have now transferred my loan to SPS.
Date of experience: December 3, 2019
I do not believe any humans work there. You want to ask a few simple questions and all you can do is listen to automated messages. They ask would you like to speak to a representative and you say yes but they send you to another automated system. None of it answers the questions I have. I am hoping to buy another property soon and you can bet who I will NOT be working with. If you do not need anything they are fine but if you need them look elsewhere.
Date of experience: August 11, 2022
They did not disclose that I would be charged over $6,200 to refinance a $28,200 mortgage. I was originally told it would be around $3,100. Although, I did not get that in writing. That's an insane charge given my mortgage balance.
Date of experience: May 4, 2021
Had many issues with Mr. Cooper before I recently sold the property. Closed on the 1st of the month. Mr. Cooper took out an additional payment on the 3rd. Tried to call for a resolution buy I can't get a live human w/o an account number. My account's been closed and the numbers purged from their system so I have no "valid" account number. No way to talk to a live person.
Date of experience: November 8, 2021
It shouldn't take a pandemic, but during these troubling times is when a company's true color shines. If it weren't for Mr. Cooper we would have lost our home. They have bent over backwards to help us keep our home. Their staff is caring and their work-out programs are designed to help people and their willingness to work with us is a great attribute. We have currently missed six months of house payments and their first question when I call is "Is my family staying safe"! If I could give more than five stars I would!
Date of experience: September 3, 2020
I just received the following email indicating how much they value the well being of their customers and are willing to help (NOT!)
They have the gall to charge fees during this time just to talk to them.
Use our automated phone system. Call *******542. (A fee of up to $14 may apply.)
Speak to one of our Mr. Coopers. Call *******432. (A fee of up to $19
May apply.)
Date of experience: April 7, 2020
Terrible mortgage company. Every year the increase your mortgage event thus you offer to pay your own insurance and taxes they refused. Every year your escrow shortage couple thousands dollars. I can't wait to refinance.
Date of experience: December 11, 2019
The most awful customer service I've ever dealt with. Underwriters are the most unprofessional and organized uneducated people on the planet. I try to refinance my home it took nine months. If I hadn't already invested so much time energy and money into the refinance I would've ditched these idiots in a nanosecond
Date of experience: November 23, 2020
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
Date of experience: July 16, 2020
Wish I could give this company 0 stars! Our entire experience with them has been an absolute nightmare beginning with the closing! They had not processed our loan for closing and didn't bother to let us know. We found out during closing that our loan documents were sitting on someone's desk and our loan wasn't funded. The documents were finally located and, after a few hours, it was finally funded. However, we didn't know the loan was processed incorrectly until last month when we received a notice that a tax lien was going to be placed on our property for non-payment of taxes! The processor had not included one of the parcels of land in our loan so the taxes weren't paid. Now we have a huge tax bill to pay including penalties, fees and interest charges! Mr. Cooper has been so frustrating to deal with to try to get this issue resolved! I've been working on resolution for 6 weeks so far and it's still not resolved! Save yourself some frustration and do not use Mr. Cooper!
Date of experience: July 14, 2021
This company will literally clean your bank account out and skip town. They did this exact thing to me and now their customer service will not even pick up the phone. They literally bank drafted my mortgage 4 times in one night and cleaned my account out. Now they won't even pick up the phone.
Tip for consumers:
Do not use MR. COOPER!! They will illegally clear your entire account out on the weekend and then refuse to answer their phones.
Date of experience: April 24, 2021
My escrow was messed up in the loan transfer. It was very time consuming to get it fixed. Now it is wrong again and I am on hold right now. I was supposed to be transferred to the escrow department but am sure they just kicked me back to the general number. I am going to try to not escrow and just pay the insurance and taxes myself. Why deal with this bother and have thousands of dollars sitting at MrCooper, not collecting any interest.
Date of experience: February 16, 2022
Initially I never had a problem with this company when they were Nationstar Mortgage. Soon as they became Mr Cooper Mortgage Co... I have had nothing but headaches with this company. I don't understand what kind of people they have working for them as far as operators goes but when I need something done one operator will promise me up and down they will get it done then weeks go by and it hasn't been done and I contact them the next operator tells me that it hasn't been done. It has been nothing but headaches dealing with this company I hate this company. I do not recommend it to anybody and the first chance I get to refinance with someone else I will!
Date of experience: November 25, 2020
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
Date of experience: June 2, 2020
My husband who is a retired disabled AirForce Veteran recieved a call from a Mr. Cooper employee stating they had not recieved our mortgage payment in April. After some investigating his bank found out that the check was indeed cashed and deposited in the employees Wells Fargo bank account. We are currently filing a police report and thanks to our bank we have the name, address, and bank account the check was deposited in fraudulently. Watch out for the employees that work for this company. They are stealing money! We no longer trust this company at all!
Date of experience: May 2, 2020
They don't work with you they are very rude all they want do is take ur house We have tried for months to work with them and they absolutely will not re-send the paperwork they say they do not get it they are very unprofessional they need to be out of business
Date of experience: December 2, 2019
If Mr Cooper buys your mortgage beware. They are a deceptive company. Often you will be told what a family organization they are, but they will fail to communicate with you when you are looking for answers, mostly because they are hoping you will not be able to catch onto their slimy practices.
Date of experience: March 18, 2020
Our mortgage was switched to Mr. Copper, they are hard to reach by phone, when you finally get someone on the phone they over talk you. Its not first attempt, its been several, & they are just hard to deal with.
Date of experience: January 9, 2021
Mr. Cooper website has a complicated website that is always inflexible. It tells you of the balance that you owe and won't say the amount that has added up to nearly 3,000$ dollars. It declines to even more confusion as it informs us of the taxes, but not the correct ones we supposed to be recieving. The layout for the website is always addled pages in a clutter despite how neatly they would do it. Mr. Cooper is one of the worst mortage payments ever with inflexible and insecured information for people.
Tip for consumers:
Do a full on search of any mortage payment website that can provide you with details.
Date of experience: February 6, 2022
Mr. Cooper will RIP you off!
My Mortgage was sold to Mr. Cooper, immediately my Mortgage payment jumps 250.00?
They said it was due to Taxes and Ins. But it's NOT...I have proof!
Date of experience: January 19, 2023
Just a crooked company. Lies about things just so they benefit from your misfortune. I was on a 3 months COVID relief plan because my wife lost her job. I was told by them that I could still make whatever payments I could while on the plan. So st the end it wouldn't be too bad. I did what I could. After the forbearance was up I was than hit with well because you made an effort to make some payments that cancelled out the relief plan so now I'm told I need to come up with the full amount or get hit with late fees and a hit on my credit. Just a total greedy dishonest company. Who cares nothing about anyone.
Date of experience: August 11, 2022
The mr. Cooper folks were a combination of incompetent, deceptive and obtuse.
The refi process consumed our lives for weeks and weeks and would have had to improve considerably be considered a cluster f**k. In retrospect, paying more money, for a longer period of time would have been a more desirable outcome. Consider yourself warned.
Date of experience: December 9, 2021
Today on April 24 2021 I cought Mr Cooper making an unauthorized double mortgage withdrawal from my Chase Bank account. (My normal payment went out 8 day prior to this day)
The Chase branch near me that I went to to report this fraud attempt had two other Chase customers with the same issue with Mr Cooper. So far no one is answering at Mr Coopers customer service number.
To be fair the next day I received an email from Mr Cooper that they were aware of the problem and the money was returned by Monday April 26.
I wonder how big was this "glitch". How many people had this happen to them? How many may have had their debit card declined during this time?
Date of experience: April 24, 2021
Our loan was purchased by Mr. Cooper. We've been trying to refinance for over 4mths. Although we've been given timelines and told dates we would be able to close, we are still here not getting calls back and completely ignored. They seem to be completely incompetent and have not only wasted our time, but took a hard hit on our credit unnecessarily while we go look elsewhere to refinance.
Date of experience: December 7, 2020
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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