Mr. Cooper

So, yeah, I'll be informing the BBB & CFPB of their business practice.
Mr. C. (C doesn't stand for Cooper...) applied my explicitly directed principal payments instead as regular payments regardless of the fact that their website allows one to explicitly designate extra payments towards "principal". How much extra interest am I now paying over the life of my loan? How much escrow over payment have I paid? Oh, they say, your account has a payment hierarchy where the interest & escrow are paid first. The why allow clients to explicitly designate where they want a payment applied? So, yeah, informing the BBB & CFPB.

We asked for help when my husband got sick in the hospital with COVID. They allowed us to pause our mortgage with the promise of helping. When It came time to pay the piper they did nothing to help and only option was a lump sum payment. Definitely going to refinance away from this company.

I have a mortgage with Mr. Cooper and a fixed interest rate the first year was fine and then the second year my payment went up not my interest-rate just my payment they said I had a shortage in my escrow which I gladly paid them while I was on the phone in fact with them but my mortgage payment still was $22 and change more a month I asked them about it and they said it was an escrow shortage which I said I just paid make a long story short they had no answer for me went back-and-forth with different representatives that was last year I am still paying the $22 so I decided to make a call just recently because they kept getting junk mail from them trying to refinance they have a better chance in hell please do not deal with this company they will put you on hold forever and when I did get a representative today in fact I explained the situation to her and after my conversation which I didn't really finish she hung up on me I was not rude I was professional and this is how they treat their customers I would love to know if anyone else out there has the same problem where issue maybe we can put in a class action suit against this company thank you

LI attempted to do a refinance with Mr. Cooper after Citibank sold my mortgage to them. I own 4 properties and have dealt with many lenders over the last 30 years. This was easily the worst experience and after 3 months I cancelled the refi. The appraiser they chose went to the wrong address, after arranging a time with my tenants. The refi was actually approved and was all set to sign-off, however the notary claimed that she thought the signing was cancelled, she did not contact me beforehand to arrange for an appt., Mr. Cooper mistakenly gave me her home address and I showed up at her home for the time of signing! No docs were prepared so it did not occur that day. Mr. Cooper then sent the refil back to a different underwriter and another month went by of ridiculous questions and doc requests, many the same 3 or 4 times over. They showed a lack of understanding of documents sent to them to review, and were very confused during the entire process. I would not go near them for a new mortgage nor a refi. After 2 months of wasting my time, and their own time, I had to cancel, honestly, to maintain my own sanity.

My mortgage was sold to this company, and after only a month relationship, I am refinancing with a reputable company. I want to eliminate my escrow account and was told that because I am in a flood zone, that i HAVE to have my taxes impounded. I contacted my investment manager who got me in touch with another lender, who had no problem with me not having to impound my taxes and insurance. When I called customer service, I was placed on hold for over an hour and when I tried to email 2 different addresses, they both came back undeliverable. I would not recommend this company to anyone!

My experience with getting year end tax statements and any other documents from Mr. Cooper has been absolutely horrendous. While the people answering the phone may be helpful, retrieving electronic information is nearly impossible. I would not recommend Mr. Cooper especially for home loans.

I am convinced there are no humans working in their customer service department - I think they rely exclusively on automation. When you call, it's not possible to talk to an agent, even when you press zero multiple times. It just says "sorry, that is not a valid option". Support tickets go unanswered. I know because I have submitted three. Chats are answered by a bot. I realize that support agents are an expense, but you're in the mortgage business where people's wealth and assets are on the line. I find them despicable.

I own 11 properties and have had experience with working with over 25 mortgage companies. Mr Cooper is BY FAR THE WORST and there is no one in their league. Customer service wait times are often over 30 minutes, and the people hired are so poorly trained that you can NEVER trust you are given the correct information. I attempted to increase what I pay each month on auto pay and they are just too incompetent to know how to advise me to do anything. They ruined my credit because they screwed up papers they told me they received and laterr said they didnt get on time.

My review of one star is quite generous. I only gave it a one because I had to fill this field in. Beware of 'Mr. Cooper. The name suggests a friendly type of business. Their customer service is TERRIBLE. You call them with an issue and spend some time with them trying to resolve the problem, and they do absolutely nothing about it. It's like talking to yourself. Buyer beware. MR. COOPER SUCKS!

My escrow was messed up in the loan transfer. It was very time consuming to get it fixed. Now it is wrong again and I am on hold right now. I was supposed to be transferred to the escrow department but am sure they just kicked me back to the general number. I am going to try to not escrow and just pay the insurance and taxes myself. Why deal with this bother and have thousands of dollars sitting at MrCooper, not collecting any interest.

Nice people but set aside a min of an hr to get any information. Waited an hr on hold only to have the rep hang the phone up.

Avoid at all cost. It is absolutely not an "Upgraded" mortgage experience as they advertise. Horrible

Freedom mortgage sold our mortgage to Mr. Cooper end of December, since January this company has been an absolute annoyance to deal with, after forbearance all payments made on time yet we keep getting letters from Cooper stating we owe $24,000 and needs to be paid asap, this was supposed to be refinanced into loan modification with Freedom mortgage, they also state that we can sell the home, refinance, or surrender the home to them, how idiotic, this company has untold number of complaints, paid out millions in law suits, along with several class action lawsuits, wonder how CEO Jay Bray sleep's at night, I am currently filling complaint with New Hampshire Banking Commission, along with other avenues not mentioned,

My mortgage recently got transferred to Mr Cooper and I have a question about my payment. MC is asking me for payment but I had previously sent check to previous company. Would like to ask about that but their customer service chat is overwhelmed. (Maybe with an avalanche of unhappy customers?) And they don't have the option of calling me back. They expect me to do the work

Extremely long call wait time. Left messages never return my CV all. When I call voice message palys under rep me Shorty or something like that she never call back. Left my number with one of rep to call me back, I ah e NEVER received call back. I am still on hold 25mins no one is answering. My issue hasn't been solved.

Mr. Cooper website has a complicated website that is always inflexible. It tells you of the balance that you owe and won't say the amount that has added up to nearly 3,000$ dollars. It declines to even more confusion as it informs us of the taxes, but not the correct ones we supposed to be recieving. The layout for the website is always addled pages in a clutter despite how neatly they would do it. Mr. Cooper is one of the worst mortage payments ever with inflexible and insecured information for people.

I have a 2nd Mortgage with Mr. Cooper (Orig. Nationstar) that I took out 15 years ago. Paid like clockwork. I made my Jan 2022 pmt. And they rejected. Come to find out my balance had matured (balloon) pmt. And I called them to find out how to resolve. First--automated system said leave number if you want call back. Did that 2x and never got a call back. Finally "held" for 20 minutes to speak with live representative. 1st Rep said "yeah, your balance is fully due would you like to pay that off today ($102k)?" I said "no, why didn't you notify me the balloon was coming due?" He said they emailed me but then he looked at system and said "yeah, your emails are kicking back to us (yet he had my correct email address). I then asked rep to change email to a gmail acct. He did and sent a confirmation email, which I received. He said "you've gone past the due date on the balloon so we can't refinance or offer you anything... I will have to transfer you to our "loss mitigation group". What? I've been a customer 15 years, paid on time and now I'm being treated like this? I get transferred to rep at Loss Mitigation and she says "we can't refinance because you've gone beyond ur due date". I explained that I receive monthly (paper) stmts from Mr. Cooper, you have my email and cell (though clearly email wasn't working for them and they NEVER called my cell back when I asked the automated system to do so), so why are you now inflexible to help me resolve?" She replied "we can't refinance but we can 'modify' your existing loan and I will need to send you an application to complete". I told her to please do so. I asked if she had the new email address I had just given the previous rep I spoke to, and she confirmed that she did. She said look for that email immediately following our call. That was yesterday and I still don't have anything from Mr. Cooper.

15 year customer and never missed a payment. My home is valued at $800k and I owe $415k (incl. Mr. Cooper 2nd mortgage) total. Mr. Cooper isn't interested in refinancing. The 2 representatives I spoke to were indifferent and had no interest in understanding the sequence of events and lack of notification I had received from Mr. Cooper. Basically "you've matured... your problem now, and you better fix fast because you are now past due and in our loss mitigation unit. We may consider a modification, but you have to apply"... then no follow up application.

I have called my 1st mortgage lender (BOA) and will likely refinance with them. My recommendation: Don't waste your time with Mr. Cooper.

We were sent numerous mailings that they could lower our interest rate. When we called, it was not true. Trying to pay off the mortgage was difficult without any reason. Had to pay money to get a payoff amounts & then had to pay for a wire transfer. Good riddance.