Mr. CooperReviews 439

So sad that foreign customer service is better than domestic customer service. Completely useless customer service.

Their motive in life is you strong arm customers and finding some way to make more money.

Typical tactics: When buying loans from other companies, they close the deal such that the customer missed a particular months pay. And, then they start applying late fees on it. Any payment you pay, they just apply that to the previous month and never tell you about it. If you are on autopay, you are screwed.

They are very clever with forcing you to sign up for paperless options, so that there is no trail.

Reminders for late payment options and such never work (You have to try multiple times)

Crooks of the first kind

These guys are horrible I paid my loan off over a month and a half ago and have not received my escrow or over payment funds back. My real estate taxes are now overdue and I will be charged late fees and penalties because this corrupt company is illegally holding my money. I have left multiple messages to speak to a supervisor and have been told I will receive a call with in 24 to 48 hours... 7 days later I am still waiting for a call. This company is very incompetent, inept, and unprofessional.

I missed a mortgage payment. Absolutely my fault. Too bad it was 30+ days when I realized it. You see, I received a confirmation of payment email, my father died, and I was offered a new job all in the same week. I paid all dues and requested a gesture of goodwill, explaining everything, to repair my credit. I have no other missed payments in my history. Anywhere. They told me no, and that everything has been reported accurately. You can do so much better looking for a lender.

Worst experience!
It seems like they just don't want you to set up biweekly payment!
I sent out the biweekly autopay form they needed 2 times already and they have been rejecting it with some silly reasons. And you won't get to know the reasons until you call the customer care and ask why the biweekly payment is not set up yet.

Mr Cooper/Nation Star is a mortgage company. I have never worked with a more disorganized and incompetent mortgage company than this one at Mr Cooper. I have had this company since September 2018, and it took me months to get on their website. Once I got on their website, I found that I was months behind in my monthly payments due to them doubling my taxes in error and raising my payment by more than 50%. It took multiple phone calls to get this fixed and going through the credit bureau to get my credit score corrected. Since then I have been very vigilant watching where each and every payment goes, and most months I have to call or email to get this corrected. I call to get problems resolved yet within a few months have those same problems again. Many responses I get via email say "we've already addressed this issue." This is another one! Just because it's the same problem as last time doesn't mean it's not a new problem. I will never recommend this company to anyone. I also contacted the veterans company I used that got this mortgage to tell them to stop using Mr Cooper. They were going to contact Mr Cooper personally to fix things, but Mr Cooper has not yet responded to me. I will make sure they are aware of this as well. Do not use this company and refinance immediately if your mortgage company sells to them. Zero stars from me.

Terrible customer service! I was transferred to me cooper from Quicken loans in November 2020, and made my second payment through their less than desirable app. I received a confirmation for my payment. (even sent me a confirmation email) On December 2nd, they showed that my payment had been reversed. I called in, and found our that it was reversed because I had a wrong digit in the account number. They didn't sent any info about the payment being reversed, so I didn't know until 32 days later. I have NEVER been late on any payment. It Destroyed my credit, and dropped me 111 points! Now they leave it up to me to appeal their mistake!

I have been going through a refinance with this company for 4 months. It has went to close 2 times, and each time they wait until the end of the month to tell me they cannot complete it, and I have had to wait on return funds from the title company and come up with an entire mortgage payment at the same time. You have to ask questions yourself as they do not reach out to you until they want to collect a payment. They do not want to refinance people for a lower rate even if you are approved. This has been the most incompetent and messy finance experience of my life. Do not get a loan with them, if your mortgage is sold to them REFINANCE WITH SOMEONE ELSE immediately!

I refinanced with Parkside Lending at a 4% rate in 2017. In Oct 2018 my loan was sold to Mr. Cooper. At the end of 2017 my interest paid was $5828; in 2018 it was $5721. Then in 2019 my interest was $6116. How could that go up and not down? I called and the rep said it was correct! Now in 2020 the interest paid was $5980. I do not understand how this works and how they get away with it. Stay away.

My mortgage was sold to Mr. Cooper a few years ago. I could go on and on about the piles of negative experiences. But I'll just tell one story:

August 2020. I call to ask a few questions about refinancing (trying to take advantage of lower rates). Somehow - as a part of asking these questions - my AutoPay is turned off. I, however, am not notified of this until I'm 30 days delinquent. That came with an 80(-ish) point reduction to my credit score. And, of course, they took no accountability. Several months later (and about 20 hours worth of phone calls later), I have made no progress.

(Another fun fact: when you're not engaged in AutoPay and you make a payment a few days early... well, they go ahead and take a second payment the day that your payment is actually due. Oh, and they are "unable" to undo that. So I had to issue a stop payment through my bank)

Our mortgage was switched to Mr. Copper, they are hard to reach by phone, when you finally get someone on the phone they over talk you. Its not first attempt, its been several, & they are just hard to deal with.

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.

My husband was granted a tax free certificate from our county. When we reached out to Mr. Cooper the sales associate assured us it will be taken care of. After several attempts they did not honor my husband's certificate. We took matter into our own hands and now Mr Cooper put us into a collection agency. He is legally entitled have the taxes taken off the mortgage but but you deny him of this right. Shame on you.

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..

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.

Do Not Do Business with These People

I lost my job in May due to Covid restrictions. The company will not be reopening. Back in early October 2020, I decided to pay off my house. I had received a severance pay from my company and I wanted to pay off the house so I didn't have to worry about getting a job during covid. I contacted Mr. Cooper/Nationstar Mortgage (MCNM) to get a payoff figure. I knew it was in the area of $7000. I told them that when my payment was due on November 1st, just take whatever was owed out of my account to pay off the mortgage. I had automatic payments. MCNM refused to do that. They HAD to send me a payoff quote and charge me $20 for it. Included with this payoff quote was directions on who to send the money to either via Cashier's check or wire transfer. I wanted to use a wire transfer so it would be quicker and safer (so I thought) than putting a check in the mail. I went to my bank on Oct. 13 and had a wire transfer sent with the payoff amount. I kept watching on line for the pay off to show up. It never did. On Oct. 26th, I started making calls to MCNM to find out what happened. I have made calls at least twice a week every week since then and they cannot find my money. They then took November's payment from my account even though the house was paid off in October. MCNM had me send the payment to Wells Fargo in care of MCNM. I have called Wells Fargo every week since October 26th also. They will not give me any information since I don't have an account with them, but I keep calling. I notified MCNM that they would have to work with Wells Fargo to locate my money. I have talked with at least a dozen customer service people at MCNM and get different answers from each of them (Problem will be cleared up within 48 hours, send proof of payment, contact Wells Fargo yourself, what account did you put it in, etc.) Now they want December's house payment or they are charging me a late fee and probably put it on my credit report. They have my money from October. I even filed a report with the Better Business Bureau and MCNM has done nothing. My bank is getting a lawyer involved to try to help. I contacted a lawyer and they want $1500 up front and 25% of what they get me. I don't know what else to do.