Mr. Cooper

Not a good company to deal with. Aggressive at applying fees. Unfair business practices. Bad Customer Service.

Worst mortgage lender ever. Very dishonest, put hitting fees in your loan documents, run from this company.

Start with Dallas Morning News Article from 3/29/18, gist is name change didn't change anything. You will also get a couple of pictures of top executives celebrating name change at NSE, and Bray and his flunky congratulating themselves of their market wizardry of changing name.
More helpful are stories of lawsuits, particularly Mr Harmon an engineer from TX suing them for 10 million. They foreclosed on him claiming he hadn't paid taxes, but he had, had proof and was never late on anything. Remember this is a blood sport. Many more like him. Go to YELP for horror story after horror story.
They managed to be the first 10 answers if you just google them- DONT BOTHER READING ANYTHING THAT HAS MR COOPER OR NATIONSTAR AS ITS ORIGINAL SOURCE, JUST PROPAGANDA.
Politicians love to talk about middle class, working folks etc, but we know that's horsewomen poo right? From what I've seen only New York has sued them as a state, but I'm just beginning this f. G rabbit hole.
People pay off mortgages just to get away from Mr Cooper, (btw start calling them that so they get as many negatives as Nationstar online), guess what happens-that's right Mr Cooper then reports them as over 30 days late on their mortgage, screwing up their credit.
Looks like pressuring politicians, Stare AG's to go after them and finding a good Law Firm for a massive class action is the best way to slow their roll.

We just had our mortgage transferred to this company. First of all, I didn't even get a bill until I called them looking for the bill. Then I received one AFTER the bill was already past due. Then, I was told that I could set up an online account to "make my life easier"... and first impressions are HORRIBLE! I made a payment and set up Auto Pay and even received an email stating "Thank you for your payment". Then I go online 7 days later and see that there is a FEE of $35 charged and my payment that I just made is showing PAST DUE! I call the customer service to find out what is going on and they are telling me that it was an "NSF" (which means Non SUFFICIENT FUNDS"). The payment never hit the account and they said that I entered the number incorrectly?! How do you charge me for a NSF, if you never even tried charging my account? The rep said then said it was a charge because my account "could not be found" by the bank? I verified my routing and account number with them on the line with my bank. I never got any notices that they needed to verify any information that was entered, and slapped an NSF on my account... when in actuality, they didn't even try drafting the payment, which they already said that they had received? I asked to speak to a manager, and they said they will put me in a "queue" for a manager to call me in 24 hours? Maybe that's why you don't know how to take care of customers! Managers are not present? They said enter in automatic payment info again. What happens next time they tell me that "The account could not be found"... when they cannot even verify what numbers i entered in? I think it's a ploy to just charge a FEE and just say that I entered in the incorrect information!

If I could give 0 stars if could. My house was destroyed by the Camp Fire in California on Nov. 8. I received a check to payoff the loan and replacement cost from Farmers Ins (They were awesome) within 25 days of the fire. The check with my name and Mr Coopers name was received by the payoff dept on 12/14/18. At this time my check was send to the research dept. Which the name does not fit them as the did no research to find out why my check was in their hands. Research Dept took my check and filed it away. On 12/20/18 I called the Escalation Dept to confirm that account was paid off and my money was on the way and found out customer service failed to tell me I need a signed Mortgage Affidavit to release my funds and payoff the account. So on 12/20/18 this information was emailed to me and emailed back to escalation which emailed the affidavit to the Research Dept to complete the transaction. Escalation Dept. sent a second email to Research Dept to get confirmation that the payoff was moving forward. Apparently the Research Dept needs to research how to open and read emails because there was never a reply to the emails sent to them. I might also add that there is no way to contact the Research Dept. because I asked ever person (supervisors included) how to get into contact with them. Hmmm! On 1/14/19 I still had not received a check so I jumped through all the customer service hoops only to find out my money is still sitting at the Research Dept. All that needed to be done was for some to upload the affidavit and they process was started. So now I have to wait another 20 days to get my check. This all assuming the research dept has nothing to do with the process because if they gotta actually work I'm screwed!

We were transferred to them from our previous lender. It was extremely painful experience to pay off our loan. After wiring them the money, they did not accept it till the quote expired. They did not bother to let us know the status of the pay-off either. We had to find out on our own that they received the money but never accepted it (for no reason). Their research department was involved but didn't follow up. They did not help us with any findings. We had to go through the pay-off process again and lost several hundred dollars because of their irresponsibility.

We finally paid off our loan in May. Since we overpaid, Mr. Cooper was supposed to refund us the overpayment. They never did. We had to call them in July to find out why they were not refunding the money. They said they sent out a check in May but the check was not cashed. So they had to resend the check. We were wondering what they would do if we hadn't called about it. Keeping my money for good?

Anyway, we waited a couple of more weeks. Still no refund. We called again. They said they never resent the check and they would do right away. We waited another week and this time, they said the first check was actually cashed already, by me. We asked them to send us the image of the cashed check and the date it was cashed and the account number it went into. They said they could send us none of that. It was our job to find out where the money went. They also said if we still want the money, we needed to email their research department ourselves and figured out how to get the money.

Up till today, months after my payoff, I still don't have my overpayment refunded. And during this whole process, they never reached out to me although they owe me money. They did nothing to help out the customer except keeping customer's money to themselves.

If you need reference, the last rep we talked to was Amber, work ID *******.

They didn't pay my insurance from escrow and canceled to replace with there own for 400% more expensive