Mr. Cooper

Having faithfully paid my mortgage on time for the past four years, I naively assumed Mr. Cooper would offer some understanding and flexibility in a time of need. I approached them with a simple request: to move a single payment to the end of the loan. Their response was not only unsatisfactory but was also counterproductive to my financial well-being. Instead of helping, they proposed spreading that missed payment over the next 6 months, increasing our monthly burden when we were already facing hardships.

Their inflexible stance and lack of supportive tools are a sharp contrast to other servicers. To give perspective, even with all the criticisms Wells Fargo has received over the years, they provided better service than Mr. Cooper. It genuinely pains me to make such a comparison.

In my experience, Mr. Cooper has proven to be one of the least accommodating and most frustrating servicers I've encountered. I am eagerly looking forward to refinancing with a different institution. If you value understanding and flexibility from your servicer, I'd recommend looking elsewhere.

Mr. Cooper presently has my mortgage, I attempted to refinance with them. I was dealing with a David Jackson and George Decker. Everything was going good the appraisal was good then for approximately 2 weeks I was unable to talk to anyone, finally George contacted me and said that the title company found a lien could I get ahold of Kern County myself, which I did, Kern county reply was normally the title company sends them a demand to release notice, by this time another week had passed when I told George what Kern Co. Said he acted surprised, another couple of weeks passed and George copied me in an email to the county trying to push it along. Then a couple weeks later I opened an email from David and read the attachment which was a denial letter it stated incomplete application. I attempted approximately 4 times to talk with David which he never returned any of my calls. I just wanted to know what was missing from the application but to date I still don't know and I lost $500.00. Stay clear of Mr. Cooper!

I have been on biweekly auto pay payments since May of 2020. Remember their logo, "Set it and forget it". I get a notice that my account is delinquent. They were no longer taking drafts from my account? This is a busy month and I wasn't paying attention to my drafts. They were going to charge me late fees and God forbid they would report a late payment to the credit bureau! Was on the phone for just under two hours to find out they had been diverting my payments to my principal without my knowledge/approval! Several people have complained as well about this same issue, which has been going on for who knows how long. The reviews are very concerning, and I would consider another company to be safe. The staff have been cordial, but it is time consuming and problems are difficult to get resolved if they ever do. You talk to several people trying to explain over and over the same information! They keep repeating the same mistakes with different customers. I see how they could cheat or steal from people who are not paying close attention or not savory with numbers or the internet. I do hope my problem gets solved, however I am not convinced. If you have to stay with them, please monitor your account closely because I do not feel this is an overall honest company. Read the reviews for yourself to see if u have a similar problem. They say one thing a do another. From the beginning I wasn't feeling their true honesty and customer service was bad then. I should have gone with my gut feeling. Wishing you all well.

I was unemployed since 9/2018 but was able to maintain payments until 4/2019. I called them once or twice a month as a sign of good faith. I spoke with one representative early on and was told that by law I have at least 120 days before my loan goes into foreclosure. I continued to make calls letting them know that I was diligently searching for a job, but I was also told that I could not apply for a loan modification until I had proof of income. By the beginning of July 2019 I called because I wanted to make at least one payment as I had borrowed from family to get that. The rep would not accept it and said they would only accept two payments, and that I should call back when I have two payments. I got a job by the end of July and called them on July 24 to tell them that I had a job and would call in for the two payments with my first check. On July 27th, as soon as funds for my first paycheck was deposited I called Mr. Cooper to make the two payments. As of July 27th I had not reached 120 days delinquency but they refused to accept my payment and told me my loan had gone into foreclosure.

It seemed as though their only concern was making sure they got to foreclose on my home. What type of collection company refuses to take payments? I was been grossly misguided about my options and this is a serious and tragic event. They don't really care about their customers.

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!

Requested the payoff on my loan because they didn't want to bother with a refi there wasn't enough money in it for them, ok fine now you will get zero-interest for the next ten years from me. They sent me the documentation finally for the payoff I received it on a Monday and paid off the entire amount via wire transfer the very next day. Then they called and said they were short because of hazard ins the day after I paid it off so I said ok let me pay that." Well, we cant tell you what that amount is yet and we are going to charge you 8 plus dollars a day interest until we process a payoff again." Until then they are charging me 4.75 percent on my payoff amount that they already have via wire transfer. Now I am understanding why they changed their name from Nationstar to Mr. Cooper. Sorry, but you can't hide your negative reputation by a name change. Working with you has felt slimy and I will NEVER again have anything to do with Mr. Cooper. Also I see all the bad reviews about customer service they were the only decent part of working with Mr. Cooper, unfortunately, you have them hogtied with a money-grubbing shifty process on the back end that gives zero sh#t about the customer and expects them to color it beautiful, impossible task! Good riddance to the worst Mortgage Company I have ever worked with!.

I was required to buy flood insurance and then received a LOMA letter saying that my house is no longer in a flood zone. Mr. Cooper's website has no information on how to change the flood policy, and you have to go to another site, mycoverageinfo.com to report that the policy was cancelled. The Mr. Cooper website does not provide information about this second site in the knowledge base, and putting in a support ticket does not trigger any information about the second website. There is no way to know how to proceed with cancelling insurance without first getting a threatening letter in the mail stating that the borrow must have flood insurance or Mr. Cooper will purchase it for you. Calling customer service (I spoke to Shelby) results in a snotty, canned response. I've been working on this cancellation for over a month now, and the matter is still not resolved.
My latest called resulted in Shelby finding my LOMA letter in my files and submitting a flood policy cancellation request. Now I have to wait 10 days to make sure that they've done their job, again. Horrible document management, abysmal customer service, bad accountability, and overall shotty service.

This company is like a loan shark, they hold onto our money when you refinance making money on your dime. I refinanced with my home bank for a better rate and after a month still have not receive it. Now they are telling me that they will reissue another check but I will have to wait another 30 DAYS Worst MORTGAGE COMPANY EVER, IF YOU HAVE ANY BRAINS YOU WILL FIND A DIFFERENT COMPANY TO TO FINACE YOUR HOME WITH! I am filing a complaint with the better Business Bureau May be they can make them pay up. Not a good way to do business down in TEXAS SHAME ON YOU!

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.