Mr. Cooper

I spent several weeks attempting to have them accept my Hartford Insurance policy. In the process they said I was not an owner of the property, I had no insurance, I changed my name (wife's actual name) and that they would not talk to me because I was not an authorized owner.

Insulting to say the least, when I was told that the Customer service person would not talk to me, I asked for a supervisor. Told One would call within 72 hours, after 100 hours I called again only to have them start lying about our Loan and insurance, They did not have knowledge that a Deed is the best ownership document, they did not know what a deed of Trust was (similar to a Mortgage) and believed the promissory note WAS an ownership document. They are terrible to talk to as they lie about dates and documents.
Going thru a refinance is so hard to stand, I would rather be hit by a baseball bat. I don't want to refinance but I don't want the liars from Mr. Cooper to handlle my Loan. They have numerous financial proplems including possible theft of consumers funds.

For legal purposes I won't disclose my name or location but I am a former " Cooper" I can tell u first hand that this company is a joke they do not care about their customers they have the option to waive the 20.00 pay by phone fee that they charge u but refuse to because they want their customers to go on their website and stop calling them... if u ever have a complaint u will more than likely be hung up on as cooper employees are poorly trained and often have bad attitudes because their lunches are cut down to 30 minutes instead of a full hour or because most employees make less than 16 an hour... most cooper managers are newbies to the mortgage business and have less than 2 years experience they will often make false promises to get customers off the telephone or avoid customer calls all together... the best way to get a results are to ask for the following managers... Robert (Patrick) O Neal, Matthew Connor, Ned Tempsta, they will ignore u also while they make off color and inappropriate jokes in the workplace but will probably get one if they're flunkies to respond to your messages if in the DFW area u should probably pay a visit to their main office 800 121 bypass Lewisville, TX security is about a big of a joke as they are

This is the wort company ive ever dealt with in my life. If you have other options, use them. I applied for a home equity loan and waited 3 and a half months and still not finished with no end in sight. My loan processor was rude, childish, problematic, unprofessional, and insulting. She waited a month for job verification, which shouldnt take more than 24 hours, 72 hours at the most, she never notified me. I waited weeks for responses from emails and voicemails and when she finally did contact me it was about something else, she never once answered any of my questions not 1 of them, ever. She made me supply the same documents to her twice, she didnt know the basics of my loan and situation, i mean the very basics. I tried to call her manager to complain about her, i called 10 times over a 3 week period and left a voicemail every time and never once did her manager acknowledge me or return my call. So i called her supervisor several times, never once did she return my call. Avoid mr cooper at all cost. Every day was hell trying to deal with them.

Financial problems caused us to get a month behind on our mortgage. When I called Mr. Cooper to discuss options, I was told we could do a 6 month forbearance at a reduced payment. It was all done over the phone in about 5 minutes. There were no forms to sign and no formal agreement sent to us. I asked specifically what would happen with the balance after the 6 months and was told to call and make a payment arrangement. All 6 reduced payments were made in time. At the end of the forbearance, I received a statement that said we owed over 5k. I called to make arrangements and was told that my only options were to pay the full balance due or sell my home. I would never have agreed to the forbearance if I was aware of that. I cannot pay the 5k in a lump sum. When I spoke with a supervisor named Sarah, she claimed that they sent me the terms of the forbearance by mail and my online account. I never received anything from them and there are no forbearance documents online either. I asked for a copy of the recorded phone call to prove the terms were never disclosed. Sarah refused my request stating it was against policy. When I asked for a copy of the policy, I was told she couldn't send it to me and I could find it on their website. I have thoroughly searched the website and found no policy stating she could not send me the recording. There was no attempt whatsoever to help me get current, just sell my home. This company lies and doesn't care about their customers. I have reached out to a lawfirm to start a civil suit against them.

I had been receiving come-on's from Mr. Cooper for months regarding refinance rates, and although they held my mortgage, I had a real problem reaching them. Until one day I called the complaint line, and the woman connected me to a mortage profesional- Shawn Kent, from Irving Texas. Who promised me a quick turnaround and no issues and a savings of over $250/ mo on my investment property... Bull$#it!
After 2 months and countless emails and information scanned or requested from my accountant and sent to them and everything satisfied and my continually asking if there was anything else that they might need so I could send it to them promptly and satisfy the request... they call me on the phone and tell me just 2 days before the rate-lock expires, they cannot provide the loan because they cannot verify my foreign debts.
I have no foreign debts! If I had foreign debts, I would have revealed them in my numerous tax documents and income statements and investment income and tax returns.
These people are SCUM of the earth, and have no scruples, and will do anything to fleece you of your money and not help you despite saying they are "Here for you, willing to provide you with everything you need for your home finance",
Do NOT Believe anything anyone at MR Cooper says, Especially Shawn -Lying through his teeth -- Kent,
There is nothing Mr Cooper can do that another mortgage company cannot do better.
If you have the choice, DO NOT do business with these scoundrels, they will lie, cheat, and steal, your money and laugh all the way to the bank.

This is the worse company I deal. I was under forbearance program with them, at the end did the loan modification and while I was doing the loan modification I sold the house. They never reported to my credit but behind my back and illegal reported my house as Pre Foreclosure. Which I would never found out until I decided to buy a new home and the underwriter denied the loan due to an false statement from MrCooper. You call the escalation team and they ask you to submit an email to *******@mrcooper.com and ask for 48 hrs. I submitted all evidence that I was covered by forbearance and agreed with them and they still damage my name making me lose thousands of dollars and getting the loan denied. Make sure you are covered with this poor company bad service. They is a setor call Escalation but the problem does not get sorted and they do not escalate anything to manage. Run away from this company I am giving all evidence to a lawyer and news to show what this company does to all Clients

I spoke with three different customer service representatives about my supplemental tax bill and got three different answers. I assumed I would be responsible for the bill and had no issues at all with that. However, I figured I'd check with Mr. Cooper to see if there was enough in my impound account to cover the bill. First rep says, "Yes, we will receive your tax bill and adjust your monthly mortgage. There is nothing you need to do." Well a few months went by and my mortgage payments stayed the same, so I followed up. Another rep said, "Yes, we will pay your supplemental tax but you have to send us in your bill." No worries, I went ahead and sent it in through their secure messaging center as directed. Maybe the other person was new and not sure how the process worked. A bit more time passes and still nothing changed with my mortgage payments, so I followed up AGAIN, for a third time, with Mr. Cooper, and a customer service rep told me, "No, we don't pay your supplemental tax bill. You are responsible for that." I sure am glad I knew not to trust these people and to do my own follow up. I wish I could say this was the only time I received bad info and terrible customer service from Mr. Cooper, however, there have been other occasions. In addition, the bad info I was receiving was nothing compared to the awful attitudes of the customer service reps. Each time, they treated me as if I was this person bothering them. "How dare he ask us questions!" Unbelievable rude, short with their responses, and worst of all THEY were just making stuff up, it would seem, and had no idea what they were talking about. The Message Center I mentioned is also very unhelpful. The responses you get are automatic and do not directly address your issue. So basically, if you have a question or an issue, you are rolling the dice no matter how you try to get your answer.

Refinancing with Mr. Cooper? DON'T! As an existing customer with an 825 credit score, no other debt, and more that adequate resources, I thought it would be a quick and easy refi. We were to close at end of October. During the process my loan processor changed, an appraisal was waived, but then required (even though they had a very recent BPO that they had ordered). Their customer application portal doesn't match what your loan processor says and offers no information to the borrower to resubmit an acceptable document. They never provided a loan cost disclosure after multiple requests. At one point loan processor said he thought we should send in one more trust verification and then he sent us multiple documents with the wrong state's legal verbiage, then cut and pasted one that we had signed and notarized, but underwriting wouldn't accept it, so did a 3rd one. We had 3 closing dates set, with clear to close and they cancelled them. They locked my rate without my permission and the lock end date changed at Mr. Cooper's whim. When I submitted a complaint to the Mr. Cooper Customer Service office, my loan was declined and access to my lending portal with submitted documents was closed as of 1/4/2021.