Mr. Cooper

This dashboard is awful. You can't even see the amortization schedule that is supposed to be in the payments section. Bush league

Their customer service is awful. They pretend you can contact them in ways other than by phone but if you do they always tell you to call them anyway so they just waste your time pretending the other methods are viable. Then when you call them, THEY DON'T LISTEN TO YOU. I called with a question. The rep thought she knew what I was asking, cut me off and launched into a script. I tried interjecting repeatedly to tell her that wasn't what I was asking. She essentially told me to shut up so she could finish answering the question I didn't ask. I've never interacted with any customer service that rude or terrible. I wrote a complaint. Mr Cooper replied with a letter telling me they'd investigated the complaint. Their summary of the complaint also revealed they were totally missing the point. Their summary ended with them saying they found the jerk rep who doesn't listen to the CUSTOMER when providing CUSTOMER SERVICE had done nothing wrong. Neither the rep OR the company I complained to about the rep ever bothered to LISTEN TO WHAT I WAS SAYING. This is literally the worst customer service I've ever dealt with. If mortgage rates ever become more favorable than what we have locked in I am 100% REFINANCING JUST SO I CAN STOP GIVING MR COOPER MY MONEY. Also their reps (even the ones that don't overtly not care what you're saying) give you false info. I was told by Mr Cooper that my escrow pmt increased because of insurance. I called the insurance Mr Cooper's claim flat out wasn't true. I hope they go out of business. It defies reason that such a poorly run and managed company should continue to exist.

The worst company with no help at all, when you call them, always "said do it online" no human help.

My problem with Mr. Cooper's incompetence was what should be a simple one. They posted the incorrect (by $7.00 less) than my check was clearly written for, both numerically and in long hand. My next monthly statement indicated my payment was $7.00 more than it should be. After reviewing my cancelled check and my bank statement which indicated the correct amount (as written on the check) was deducted from my account, I thought I'd give them a call and get this problem rectified. BIG MISTAKE.

This is the most incompetent company I have ever dealt with and, as a result, if they can get the payoff amount correct, I am paying off my loan with them next month. First, it took me at least 10 minutes on the "robo merry-go-round" before I could finally get to a "know nothing customer service representative". After I asked for a supervisor (she said they didn't have them... only people that deal with problems that have been escalated to a higher level. After another 10-15 minutes I finally got hold of one and he was more useless than the initial representative. The first gal said they keep copies of the checks, so I knew that they should be able to pull it up and verify the amount was correct and then remove the $7.00 "overdue" charge. No, that would be too easy, if they indeed keep the checks like they said.

Instead, they wanted me to send them a copy of my check AND a copy of my bank statement that showed my bank actually took the correct amount out. I told them that it is not my place to fix their problems and I was not about to send them a copy of my bank statement. They said that was the only way they'd remove that $7.00. After nearly an hour (total) the guy wouldn't allow me to talk to anyone with some authority and that's the way it is.

In summary, if I could, I'd give them a minus 5 but, hopefully, enough people will read all of the negative comments about this company (their rating is a 1 out of 5) and not be foolish enough to do business with them. If they decide to... I wish them luck, because they'll need it..