Mr. Cooper

Mr Cooper purchased my Mortgage from the preferred lender of my builder about three months after we closed. I have gone three years with no late payments and everything was ok. Then the global pandemic hits and I lost my income for 12 weeks like most of the country. After days of trying to reach some one, yes they automated system either said the were busy and hung up or you waited for at least over 3-4 hours to talk to someone.
With that said the only help they will give you is 3 months of forbearance, then you have to pay the full amount. How is that helpful?
Since then they have also been changing the wording on there site to make it seem a little more helpful, but it's the same response. They added a grey area of "might" be able to move payments till the end of the term, but that's after you have applied, and all your equity is in there hands.
Beware of any of this, switch lenders if u can, if not try and find another way away from this company. They are looking to capitalize in people's time of need like in 2008.

After having my loan transferred without my knowledge or consent I was forced to register with Mr. Cooper. With help from one of their agents I registered and set up auto pay. I informed the agent the existing mortgage company had already drafted my payment for December and did not want another one taken this month. Well that is exactly what happened. In my effort to have the payment returned I was told that Mr. Cooper was not at fault and I would have to wait for the other mortgage company to reimburse me, 5-7 business days. I don't know about anyone else but I can't afford two Mortgage payments in a month. Now I set in overdraft, other bills coming due. I was told basically, too bad. I had to get very stern and point out it is in fact Mr. Cooper's fault and I should not be the one scrambling to cover their incompetence. After a very contentious conversation I was finally told they would make the reimbursement tomorrow. We will see. The practice of transferring(selling) ones mortgage without consent can not be in the best interest of the borrower and certainly should not just be sprung on you by email. I guess that is what we get when banks pay off our members of Congress so they can do what ever they want to us. This practice is certainly not in alignment with consumers protection. I will write my congressmen immediately.

If I could give 0 stars, I would. It's clear to me that my mortgage was sold to them solely to save money because this company is absolute garbage.

Here's my experience so far:

I set up payments from my bank account and made my first payment. Ten days later the money still hadn't come out of my account but I'd received ZERO communication from Mr. Cooper notifying me of any errors so I had to investigate myself.

Called customer service, finally got a hold of a human being, and was told not only did payment never go through but I'd been penalized with a $20 charge due to "insufficient funds" in my bank account. I have written proof via bank statements indicating that never at any time were there insufficient funds, but the customer service rep told me there was nothing she could do to help. I asked to speak to a manager, whom she could not get a hold of, so I spent 30 minutes on the call to no avail.

I filed a formal complaint in my customer portal, received a message 48 hours later saying I had a message waiting for me, but no such message was to be found! I searched my entire account, inbox, complaint center, archived messages, threads... NOTHING. So I have no idea if my issue was ever received or dealt with.

Finally I just gave up, paid the penalty along with my monthly payment, and walked away with a HORRIBLE taste in my mouth of this company as a whole.

It is exceptionally clear to me Mr. Cooper doesn't care about their customers and definitely doesn't empower their employees to be of any service to clients. I feel really horrible for employees as well.

In light, of the devastation occurring from COVID-19 AKA Coronavirus. MR COOPER formerly Nation star mortgage only will give you an option of forbearance. In a nutshell, I can reduce or eliminate my mortgage up to 6 months. When that time is over I have to pay my regular amount and create a payment plan to catch up on all the amounts I missed during the forbearance period. My mortgage is high enough I don't need to increase how much I'm paying to catch up. Its a debt snowball and a slippery slope waiting to happen, or serious financial hardship. I will just use my IRA to pay my mortgage since I won't be penalized by the government for tapping into the funds.

This is a very unprofessional company that did nothing but cost me money when I was trying to refinance in order to save money. They do not communicate at all throughout the process and when they did they lied and told me everything was fine and I didn't have to pay the bill or house payment that I was refinancing ultimately causing me to get further in debt. Rosio and Filza are complete idiots and have no idea what they are doing... Making promises that they have no idea are true. If I was as unprofessional as them I wouldn't have a job at all!

Awful, just awful. They take my escrow money but won't pay my property tax bill!

I've called and spent over five hours on the phone with their customer (dis)service department, I have utilized their online chat system several times, I've emailed, and I even filled out an extensive Mr. Cooper customer review form as a follow up to my interactions with their customer (dis)service group and wrote an email to the CEO. Zero response, zero resolution.

Because they did not pay my property tax bill, I am now listed publicly as a "tax deadbeat."

I have had a dozen or more mortgages on several properties I've owned over the past 40 years. I can unequivocally say that dealing with Mr. Cooper has been by far the worst customer experience I've had to endure, and am still enduring.

I've never even had a single problem with any aspect of dealing with my former mortgage companies in over four decades. I've only been with Mr. Cooper for three months now and I dread the next 25 years until my mortgage is paid off. I hope to God they sell my mortgage!

I own 11 properties and have had experience with working with over 25 mortgage companies. Mr Cooper is BY FAR THE WORST and there is no one in their league. Customer service wait times are often over 30 minutes, and the people hired are so poorly trained that you can NEVER trust you are given the correct information. I attempted to increase what I pay each month on auto pay and they are just too incompetent to know how to advise me to do anything. They ruined my credit because they screwed up papers they told me they received and laterr said they didnt get on time.