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If your mortgage is taken over by Mr. Cooper (formerly Nationstar) …. *January 2023
…run - don't walk – to refinance with another company. Better yet, pay off your house as quickly as you can. I'm definitely NOT venting, but only trying to inform others of their heinous business practices. Had we known in advance that no one in Mr. Cooper is capable of communicating, I might have taken a different stance. A mortgage company that doesn't assist their customers? Just creating the log in, going through the settings, alerts – all of it – took several calls. Why they didn't they send out instructions, instead of forcing customers to call for help is beyond me. It all should have been in the 'Welcome letter', and that very document should have been called a 'Shock Statement'. Of course, our previous mortgage company (USAA, that we thoroughly researched and selected) should have informed us of the acquisition. Ha – we had never heard of Mr. Cooper. What a way to treat us Veterans, who, in some cases – willfully gave their lives protecting our country. Problems continued with every question, and I asked a myriad of them. Here's a kicker – I even tried the secure message center for one of my questions in an attempt to avoid another uneducated person. The answer was full of blah-blah-blah that I didn't ask, suggested that I call Customer Service (!) and then they closed the ticket. Several tickets I submitted. Round and round I went, asking that tickets NOT be closed until my question was addressed, that this matter was escalated and that I was still waiting on a return call. This was only SIX weeks into our relationship with Mr. Cooper. Heaven forbid if you reach a Customer Service agent that you can't understand. I applaud hiring diversified individuals, but you have to be able to comprehend what they're saying, and vice versa. Customers can't trust anything they've told you. Ask the same question of multiple people, you're given as many different answers. One example of our numerous challenges was trying to get both of our FICO scores on the dashboard. One person said, 'sure, just make another log in', and Ms. Brooks (continued below) says it wasn't possible, that we shouldn't have been told that. What? No one can read a script in front of them? Their agents must not be trained in anything remotely financial either, let alone mortgages. Even if you've been given "their direct number to call them with aaaaaaaaaannnyyy questions what-so-ever", their outgoing message clearly indicates different hours from what the person gave you. Leaving them voicemails is clearly a waste of your time, since their obvious intention is to refuse to call you back. You feel like the right thing to do is report each and every one of them. Getting a supervisor / manager is impossible, so you try the apparent method of 'escalating'. And, their phone system is horrid. 'In a few words, please tell me why you're calling.' - says the automated voice. You say 'escalation team'. It responds, 'You're calling about payments, right?' Nothing short of infuriating, when you're already worked into a lather about your questions not being addressed by Customer Service. Contacting their manager of the Escalation Department – Amber Brooks – is hopeless. She admitted in an *email to me that she heard the offending calls, all of which wasted my time and cost me hundreds of dollars – then did absolutely nothing to resolve the issue. All of my vehement requests of them pulling calls (yes, they're all recorded and kept) did nothing to make them understand they truly were at fault. Contacting Jennifer Guthrie (never located her exact title) was also useless. No, I never found her number, and Amber Brooks reports to her. Four times I emailed her, begging for help. She never once bothered to respond. They even had the gall to have a secretary call me to say they refuse to help in this situation. All representatives say 'they're in the escalation department' and there's no direct number into that department. Profound and lame apologies by every.single.person, yet no one does anything about *your* situation, albeit promises, and all forgotten - with no follow-through. In order to remove Mr. Cooper from our lives, we started working overtime as much as humanly possible, with the plan to pay off our home, eight years early. Everything, even bonuses, extra went towards the principal. Luckily, there was no penalty for early pay off. A perfect example of their lack of checks and balances in the company. Using their online portal, I made an extra payment to the principal, and THEY decided to put it towards a regular payment, instead of the boxes I checked. Again I called, asking for the escalation team, and was forced to explain another round to incompetent folks. A nice person Amanda Bailey (office phone *******518) assured me she would reverse the payment and apply it according to my wishes. She sounded quite confident, so I didn't worry. I asked for proof when it was complete. What I expected and what I received were wildly different. She sent me an encrypted email of 13 pages, going all the way back when they took over our loan! I couldn't begin to fathom what was so difficult in asking for proof of a reversal. A problem that sent me around the bend was making a *large payment to the principal. Given all the questions I had asked about how the pay-off worked, no one bothered to tell me about the fact that you can't pay off more than 90% of your loan on their system. When making this enormous payment, I was blessed with an error message – 'It looks like you're trying to pay off your loan. You can't make a payment more than xxxxxx amount.' Boy was I furious.
Another challenge was actually getting the pay-off. One person said it took 2-3 days to create, then 7-10 days in the mail. Mortified, I asked what country it was coming from. This was completely opposite of what the website says – the box indicating 4-6 days, period. And gosh, you sure can't call to ask which is true. Well, I did – and what a waste of time. We waited and waited, and yes, I stupidly called again asking where our pay-off was. Shocked again, I was told that another agent requested a pay-off on our behalf. (!) In the same conversation, I was told that their "system requested a pay-off". I tersely said that I only requested ONE pay-off and not multiple. Then I was told that the system suspended everything. I yelled at the person, "How does this happen?!" I heard crickets. We finally got the pay-off and made one last enormous payment to the principal. THEN we received the escrow disclosure statement. Absurd to think it was nearly over. No one explained the fees associated with closing your loan. Yep, I called again. Haley, from TX, was so condescending – so I told her how much I despised Mr. Cooper, that I certainly hoped it was nearly over. You guessed it, the remainder of the escrow was shorted by all the fees. What a joke. Their mission statement is nothing short of laughable. Not one person I've spoken to has ever acted in any manner that supports the company's magnanimous declaration. Funny how many bad reviews there are of Mr. Cooper, dating back several years. Seems nothing ever changes. If you're forced to work with them, please protect yourself. Add every extra penny you have to the principal. Save every email, take copious notes, and write down the name of every.single.person you speak to. Most important - you don't have to sign with *them. Another funny thing – look at the BBB alert for Lewisville, TX - titled Government Action. Still unsure, read the Indeed reviews from folks that work for them.
Tip for consumers:
avoid them at all costs
Products used:
our mortgage was taken over by mr. cooper... we had no choice.
Date of experience: January 15, 2023
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Mr. Cooper has a rating of 1.1 stars from 436 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Mr. Cooper most frequently mention customer service, mortgage company, and escrow account problems. Mr. Cooper ranks 240th among Mortgages sites.
The BEST mortgage company. Anytime I need to get anything resolved or any questions answered, with Mr. Cooper it's a breeze. Their online options are comprehensive, I love that when I call I get to speak with someone at their Texas call center. This is seriously the best company I've ever had handling a mortgage, will recommend them to everyone.
I was notified that Mr. Cooper had purchased my mortgage loan from my previous mortgage company. On 18DEC2024 I was contacted by Mr. Cooper to inform me that my payment (my very first for this new mortgage) was late. I received the voicemail and I made a considerable amount of attempts to contact them to resolve the issue. No way to get a hold of a live operator. Made additional attempts to contact them on 19DEC 2024. Again, after spending hours trying to get to a LIVE OPERATOR to assist me. NOTHING! Each and EVERY time I was hung up on by the automated system. This is my first payment for this mortgage and the LAST time I will ever be put in this situation. In over 30 plus years of working with mortgage companies, not one time, NOT ONE have I ever experienced something like this. I'm actually embarrassed for them that they run a company so unprofessionally and disgusting like this. It is obvious that there are issues considering the amount of bad reviews that can be seen online. I've seen one site that are favorable to them which may be questionable considering the amount of negative reviews. I will neither recommend this company or do business with them EVER again once I have left them. I will be refinancing with another more reputable mortgage company. COOPER IS THE WORST!
I was notified that Mr. Cooper had purchased my mortgage loan from my previous mortgage company. On 18DEC2024 I was contacted by Mr. Cooper to inform me that my payment (my very first for this new mortgage) was late. I received the voicemail and I made a considerable amount of attempts to contact them to resolve the issue. No way to get a hold of a live operator. Made additional attempts to contact them on 19DEC 2024. Again, after spending hours trying to get to a LIVE OPERATOR to assist me. NOTHING! Each and EVERY time I was hung up on by the automated system. This is my first payment for this mortgage and the LAST time I will ever be put in this situation. In over 30 plus years of working with mortgage companies, not one time, NOT ONE have I ever experienced something like this. I'm actually embarrassed for them that they run a company so unprofessionally and disgusting like this. It is obvious that there are issues considering the amount of bad reviews that can be seen online. I've seen one site that are favorable to them which may be questionable considering the amount of negative reviews. I will neither recommend this company or do business with them EVER again once I have left them. I will be refinancing with another more reputable mortgage company. COOPER IS THE WORST!
Date of experience: December 19, 2024
Our loan got sold to them 4 months ago, I started prepaying the payment every 2 weeks, I have gotten calls every 2 weeks telling me I was behind on my payment every 2 weeks. Even though I am paid in advance they call me because of a screw up in their computer system. I am filing a lawsuit against them RUN FIGHT STAY AWAY FROM THEM<. I have been a home owner for 40 years this is the worst company I have ever dealt with
Date of experience: August 15, 2024
They will disappoint you - big time. It took over a year after my brother's death to get this mortgage company to do what's right. Finally after 10 letters and 5 email messages to their website trying to get a final settlement check issued in a way that could be cashed at my bank, one finally came after my tenth letter (a lengthy letter from the Executor) lambasting their customer service for the way they treated this account. Sure glad its over with.
Tip for consumers:
I could not seem to communicate with Mr. Cooper. I sent them numerous written inquiries and requests, in a timely manner, yet they did the opposite in most cases. What a waste.
Date of experience: July 16, 2024
I can't get a human on the phone. They messed something up and I can't pay my mortgage online. I am in an endless loop of speaking to recordings. This can't be legal.
Tip for consumers:
I am looking to sue them.
Products used:
Home loan
Date of experience: August 4, 2024
My loan was recently purchased by Mr: Cooper, What a train wreck in dealing with them. HORRIBLE. I wasted 2:38 minutes yet again today attempting to get answers. AND NOTHING. Mr. Coopers automatically increased by $75.00 a month. It was stated that there were not enough taxes being withheld. That is incorrect. And now NO way of getting any help resolving this. There is NO real customer service. And if their computer does not understand, which it has not as of yet. With over 20 attempts. Hugh waste of my time. And still no resolution. But they will once again overcharge me here in a few days. But no way for me to contact them. BAD MANAGEMENT.
Date of experience: July 2, 2024
The worst mortgage company out there. I was with United Wholesale Mortgage, and Mr. Cooper bought my loan. I read into this company when notified of the transfer. Everything I read is coming to life with this company. They adjusted my escrow by $270 in June, yet taxes and insurance didn't change. I've seen that they have paid out almost $200 million so far this year, 2024, in lawsuits. They are creating foreclosures by raising mortgage payments. I'm so new to my loan that I can't drop my insurance and taxes. I'm going to refinance just to get away from these individuals. I don't understand how they are still in business with such questionable practices. All I can say is I want out as soon as possible, and that's not soon enough. Very frustrating.
Date of experience: July 3, 2024
On April 28,2024 I pay off my mortgage to Mr. Cooper. By the law they have 4 weeks after closing to send any escrow to the seller. I call them 3 weeks after to fallow up but the number they provide is not a good number you can't talk TO NO ONE so I sent a ticket and since then I being sending ticket now it being 4 MONTHS AND 2 WEEKS, IT BEING EXCUSES AND MORE EXCUSES! They supposed to send two check one for $34,56 and another for $ 1,538.49 we got the $34, check but they NEVER SENT THE BIG CHECK AND THEY ARE FULL IS EXCUSES! AND LEIRS THIS COMPANY HAVE SO MANY BAD REVIEWS IS SO ASHAME! I NEED MY MONEY AND WITH INTEREST IT BEING LONG TIME AND THEY HOLD MY CHECK WHITH NO REASON SHAME ARE THEN! I DID REPORT THEM TO TWO GOV. AGENCY WHAT THIS COMPANY IS DOING IS NO LEGAL SO CORROPTED VERY BAD! I NEED MY MONEY ASAP! MR> COOPER!
Tip for consumers:
I NEED MY ESCROW CHECK FROM MR. COOPER ASAP IS WRONG TO HOLD M CHECK IF I PAY AND FULL MY MORTGAGE ALMOST 5 MONTHS AGO , I NEED MY MONEY!
Date of experience: August 13, 2024
If I could give it zero stars, I would. I only have one reason for the poor review: they have zero customer service. It is literally nonexistent. There is absolutely no way to get in contact with a representative, only automated chatbots. If you have any problems or need to ask any questions, you're on your own, and there's nothing you can do. I'm very upset that Wells Fargo sold my loan to this company.
Products used:
My mortgage was sold to Mr Cooper without my consideration.
Date of experience: March 27, 2024
I receive daily emails and letters and postcards telling me that I have options with Mr. Cooper. After my house payment went up 20% due to the value rising (a good thing) I called to speak to a rep regarding this and got their animated mail. You can not escape it do not try. You can try to email them but no one answers. I got a letter today regarding my options again and I called to see if I could opt out of the mailings. They asked if they could send me to the automated phone because I have options when I do that. I asked again to speak with someone. Can you transfer me to someone. Can you have someone email me with a number or call me. Novel idea. No can't be done. I have spent hours trying to reach someone and when you ask to speak to someone it loops you back to the beginning. It is designed this way. FACELESS companies should not exist. Someone has to answer the phone other than when it is in their interest. GO ANYWHERE BUT HERE. We pay insurance so they can now sell worthless loans to risky borrowers and we pay for their business practices. Loans should be in the town where they are purchased and not a faceless greedy entity.
Why cant they use the name Nationstar?
Tip for consumers:
Use your local bank or credit agency to purchase. Keep purchases local to lock these groups and companies out of the area.
Products used:
I did not get to choose, my loan was transferred.
Date of experience: June 13, 2024
My mortgage was sold to this company and it's been nothing but a disaster from that point.
Think of this company as if kindergartens were running an intensive care unit. It's a 3 ring circus with the most non customer friendly policies in place ever known to mankind.
Tip for consumers:
If you value your peace of mind, you will not use this company
Products used:
Mortgage was sold to this poor excuse of a company
Date of experience: January 8, 2023
This company has pending class action law suits against them set to take place on a court docket so it is real. They continue to do exactly what they are being sued for. They are absolutely deceptive and have proven an inability to keep customers records Consequently for the customer because they don't process payments or fail to properly process payments they will tack on fees to the account that you are not notified of ever. Once the fees add up they sue you and win and leave you with nothing. That's the way they do business. The only 1 thing that's keeping them from being shut down is the fact that 1 person not even associated 30% of the time with the company is on the board and connected to the viscus morons that run the puppet inserted to the oval in 2020. Mr Cooper is among the most disgusting company's I've ever seen.
Date of experience: February 29, 2024
My mortgage was sold to them about six months ago. They immediately neglected to pay my home insurance, which I only found out when I got a letter from my insurance company that my policy was going to be dropped for nonpayment. It took me hours on the phone to get it resolved. Mr. Cooper's communication is terrible, whether it is not bothering to pay insurance premiums or increases in monthly payments, which my previous mortgage company managed to take care of just fine. I have never felt less like I mattered as a customer. Also there was their recent cyber breach, the ramifications of that are still unknown. Absolutely avoid.
Date of experience: January 2, 2024
Impressively bad customer service. Every.single.call I made sent me seeking different answers; I never got the same answer twice, and none of the representatives seemed to leave notes on the file from call to call. No continuity. The automated system is horrid. All together, a wretched service.
Tip for consumers:
If you can avoid this company for your mortgage, I highly recommend you do
Date of experience: February 25, 2024
Never in my life have I dealt with a company and it's employees that screw everything up, can't find previous correspondence, can't and or won't send me verification of conversations & are totally brain dead. The government needs to look at their horrendous history and reviews and take away all of their credentials as bankers & payment collectors. It's like dealing with a Communist organization that does whatever they want to do.
Unfortunately it appears they have government banking connections that they pay off in rubles and under the table benefits. Be sure to document every call with notation of day, date, time if call, person you spoke with, what their exact title is, their company ID # and record all conversations. To sum it up they are a bunch of commie whores.
Tip for consumers:
If you have a choice STAY AWAY
Products used:
Commercial
Date of experience: February 10, 2023
Engaged in a loan from MrCooper last year. Have paid a significant amount into escrow. Come to find out they did not pay the property taxes.Found this out when I received delinquent tax notices from city/county. Have made numerous calls/texts/emails to customer service.Nothing being done. Ended up paying taxes myself. Would not use them again…
Date of experience: March 4, 2024
My mortgage was sold to Mr. Cooper a few months ago. Trying to talk to a live person is non existent. How can a company operate with just an automated system? My homeowners insurance expired recently. Mr. Cooper said they sent a letter notifying me that it was happening. Guess what. No letter was ever received. I called the "Customer Service" number and was told "he" (meaning the virtual voice) could only respond to simple inquiries. Finally and I have no idea how it happened but I got to an option that involved insurance. A link was sent so I could send photos of my insurance declaration where it will be reviewed. Would I ever consider Mr. Cooper to finance another mortgage? No. Never. WHAT A JOKE!
Date of experience: August 15, 2023
I have had nothing but problems since coming to this company. When I was first switched, I got over 20 phone calls in 5 days. When i finally called back to find out what they have been calling for, I was told they didn't have any idea why I was being called. Customer service is terrible. They give you the run around and never get your problems solved. They don't mail you your statement/bill until after it's due (I haven't received my bill in over 6 weeks) and then they try to make you pay a late fee for their mistakes. This company is a complete nightmare. I have had to call twice a week for the past 3 months because of something that got messed up. This place is a joke. The moment I have the opportunity I am getting away from them immediately. It's a constant fight with them. I can't even get them to mail be my bill in a timely fashion. But I get all of their other mail. Please avoid at all costs.
Date of experience: March 25, 2023
My mortgage was just transferred to Mr. Cooper. They can't find my payment. They have no live phone support. Their "Live Chat" consists of poorly trained reps who cut and paste pre-written responses. Once you encounter a problem with Mr. Cooper - there is no way to resolve it. The answer to the song lyric, "Will it go 'round in circles?" is YES if you do business with Mr. Cooper.
Date of experience: September 18, 2023
The BEST mortgage company. Anytime I need to get anything resolved or any questions answered, with Mr. Cooper it's a breeze. Their online options are comprehensive, I love that when I call I get to speak with someone at their Texas call center. This is seriously the best company I've ever had handling a mortgage, will recommend them to everyone.
Tip for consumers:
The BEST mortgage company. Anytime I need to get anything resolved or any questions answered, with Mr. Cooper it’s a breeze. Their online options are comprehensive, I love that when I call I get to speak with someone at their Texas call center. This is seriously the best company I’ve ever had handling a mortgage, will recommend them to everyone.
Date of experience: July 31, 2023
Mr. Cooper purchased out my home loan from my previous lender and my first payment is 12/1. I was looking to refinance, so I reached out to them to see if they could since they already seemingly did the legwork. While they did offer me a better rate, their closing costs were over $10,000! That's insane for someone who already has the loan and it's a refinance. It was over 3 points just to refinance. Safe to say I'm going to my bank that has zero origination costs saving me over $8,000.
Date of experience: November 24, 2021
Seems as if Mr. Cooper is concentrated on the collection 99% and customer service 1%. No wonder ratings are mixed. Customer for years never missed a payment, wanted a pay off figure, they want another 30.00 to fax a pay off. Got on line they want approx 750.00 additional for a payoff above what my last bill is. Not clear at all because they don't break it down. Easy and complete transparency, in this day and age, would be nice.
Date of experience: December 15, 2020
Mr Cooper is a terrible mortgage company please stay away if you can. Mr Cooper didn't pay the property tax on time until I found out was too late I needed to pay the later pay fee and customer service from Mr Cooper told me that they can't do anything to help me or give me refund... worst lender ever...
Date of experience: August 23, 2022
I originally got my mortgage refinanced through Better Mortgage and they sold it to Mr Cooper. I am really happy with their service as well as transparency of their website. The call wait time for them is also not bad. I can get a whole view of how much loan is pending as well as get an estimate of how early I can pay it off with some extra cash paid every month. After some extra principal payments, I can also see the updated time of my loan early closing. I really wanted to put this review here as I see a lot of negative reviews and somehow I haven't got that kind of experience with them.
Products used:
Mortgage
Date of experience: December 21, 2021
My loan from Seterus was bought by Mr. Cooper. In the beginning, we were told that nothing would be changed and our mortagage payment would stay the same.
Nine months later, not by a hard copy letter or email, our payent of $2,809 jumped to $3,091 in auto pay. We called Mr. Cooper a couple of times that day and nothing happened. They
Keep spinning the tale as to why are escrow account was low and we need to add an additional $3,000. They said it was Seterus problem they inherited... not true.
The customer service people are not trained on purpose as to spin people.
I will not allow this to happen. I am thinking about a class action suit...
Any of the people on this site interested? Let me know.
Date of experience: November 12, 2019
I've had this home loan and house for more than 11 years. Never had i had an issue until Mr. Cooper home loan services took over my loan. They failed to pay my homeowners through my impound account despite taking my money every month. Additionally, it is virtually impossible to get in touch with an actual human being at this company. This place is completely useless.
Date of experience: September 13, 2023
Whether you are considering buying your first home or ready to refinance your 12th, Mr. Cooper is here to guide you through the process. Let's get you home.
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