Mr. CooperReviews 439

They took my home, Hold my cashier checks and said they never received payment. I called the bank, spoke to a manager at that time who told me I was up to date with my payments. This company hurts me a lot. I have been in my home for over twenty years.
This is a deceitful company, I am very disappointed.

Well they double bill you, admit they do it then spend year plus avoiding payment back to you! They delay payment to your insurance company and tax office thus causing huge fees and cancellation of policy. No one returns calls they hang up on yo when you tell them you have a complaint, they lie and say they have no supervisors working, they speak down to you calls you names argue yell and then just say keep it up and we will cancel your mortgage.

Discusting unethical place that has no leadership and the blind leading the blind better to pay high rate then to be ripped off abused and bullied by a less than professional poorly scam organization. Someone needs to close them down!

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!

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

Having faithfully paid my mortgage on time for the past four years, I naively assumed Mr. Cooper would offer some understanding and flexibility in a time of need. I approached them with a simple request: to move a single payment to the end of the loan. Their response was not only unsatisfactory but was also counterproductive to my financial well-being. Instead of helping, they proposed spreading that missed payment over the next 6 months, increasing our monthly burden when we were already facing hardships.

Their inflexible stance and lack of supportive tools are a sharp contrast to other servicers. To give perspective, even with all the criticisms Wells Fargo has received over the years, they provided better service than Mr. Cooper. It genuinely pains me to make such a comparison.

In my experience, Mr. Cooper has proven to be one of the least accommodating and most frustrating servicers I've encountered. I am eagerly looking forward to refinancing with a different institution. If you value understanding and flexibility from your servicer, I'd recommend looking elsewhere.

Mr Cooper paid my homeowners insurance twice and then did an escrow analysis which raised my payment substantially. They not only refused to take any responsibility or actions to help restore the error, but they also made it very difficult for the insurance company to refund the overpayment. When my insurance company finally was able to get the money back to them, they held it for two weeks before putting it back in my escrow account. Then another week to prepare a new escrow analysis. I was forced to pay one payment at the erroneously high amount. I filed a complaint with them and got a letter back saying that they would have a response no later than July 24. It is now August 5 and no sign of a response. Borrowers need to have some rights including input on who the servicer should be. Mr Cooper bought the servicing from the lender that originated the loan; the loan itself was sold to FNMA. Complaints pending with state regulators and BBB.

I received notifications that my mortgage was transferred by Wells Fargo to Mr. Cooper in May/June 2023 and that the transfer would take effect July 1,2023. I diligently created a Mr. Cooper account and signed up for Auto Pay and double (even triple)-checked to make sure that everything was in order. I saw that my July payment was automatically deducted by Mr. Cooper in July. In late July/early August, I started receiving alerts that Auto Pay was not set up on my account and that I had to fill out a form and mail it OR set up a Mr. Cooper amount (which I did). I tried calling to speak with an agent (after receiving mailings that said "if you ever need support, we are just a phone call away") and their phone system fails to understand basic words in English such as "payment" or "agent" and hangs up without ever giving a caller a chance to reach a live person. This happened six times so I tried chat and a chat agent confirmed on 8/1/2023 that Auto Pay was indeed set up on my account. Well, on 8/2/2023 I received another alarming alert stating that Auto Pay was not set up and that immediate action by me was required. I finally got another chat agent to share an email address so I wrote to express concerns and have no doubt my email will be ignored (but it's evidence that I am responsible while they are negligent). I am really concerned about all the negative reviews, the ongoing email alerts I receive stating that Auto Pay is not set up after it had been set up and confirmed...this company does not have its $%#% together at all--guess who will suffer? Customers. This company also sends out unnecessary mailings touting their customer service. Instead of doing that, they should actually try providing basic customer service. I give them a F- and I want my loan to be transferred to another, more reputable institution. I think if they continue to hassle consumers, we need a class action lawsuit against them. Negligence, incompetence, etc. is not okay when it comes to mortgages, insurances, and homes. I think this company needs to be investigated and face some consequences for the terrible way they treat 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.

Mrcooper forced us to get flood insurance at closing. When it was time to renew they faild to pay for the policy causing it to cancel. Then Mrcooper purchased a new policy with less coverage at triple the price and stuck us with it. The company hides behind departments separated by state lines. No departments interact with each other trying to reach anyone will just upset you. I will never use them again nor suggest anyone to use them.

I've been trying for months to fix their inaccurate reporting. Said I made a payment late. They pass it to new mortgage company I got after. They are awful to deal with. YOU WILL REGRET IT.

We have auto pay set up, they keep saying the account is wrong however the bank and I have confirmed it is right. They keep calling but will not fix the issue leaving me with late payments and fees. Someone from their company went in my account and changed my statements to be paperless then tried to say we did that and its our fault for missing. They also paid our taxes, late, without notice and said we did not have the funds in the account which we did and that put us $2,000+ behind. They just added it to my monthly payment. They took $400 out of my account which I had the statement for and they said they never did and dont see it on my payment history. They have been taking money and not applying it to my account!

After misapplying my additional payment (again), it took 6 times of either calling or "chatting" to resolve. I finally got so frustrated I asked to speak to a manager but was told there were none on site and that one would call me back within 24-72 hours. That was 10 days ago. To add insult to injury, a late fee was applied to my account due to the misapplication of my payment. This place need to get their s$,t together

They refuse to bill or issue late notices hoping your will forget your payment so they can charge you $54 late fee. And if there are any errors in routing number or account number or any other problems it takes months to contact them by phone or email. By phone they will put you on hold and then hang up on you and with email you get an automated reply and nothing else, And in the meantime you can look forward to weekly repossession notices. It took me 4 months just to get them to correct my account number.

Terrible. Been with them for years and never missed a payment. Switched over autopay at my bank and some sort of glitched happened. We ended up missing a payment and didnt realize it until a month later. We immediately paid it however they already reported it to the credit agency. Not even 30 days and no leeway for glitches like this. Now, our credit is all messed up and they wont even consider working with us to have it removed.

INCOMPETENT BANK. YOU'LL NEVER GET A CUSTOMER SERVICE REP. ITS ALL AUTOMATED. THEY STEAL YOUR MONEY JUST FOR MAKING YOUR REGULAR PAYMENT. THEY CHARGE YOU FEES FOR MAKING A REGULAR PAYMENT. HOW IN THE EFF CAN A COMPANY CONDUCT BUSINESS LIKE THIS. STAY AWAY.

This mortgage lending company has horrible customer service. They cannot be reached by phone or email.
If you try to reach a person you are shunted eventually to a non-working black hole.
When you finally tried to fix this with a real person, you got the runaround.

Do not trust your mortgage loan to Mr. Cooper.

We refinanced to a fixed mortgage back in the spring of 2021. The bank miscalculated and therefore failed to satisfy the owed property taxes. Since then, we have gotten 2 delinquent notices from tax officials, and each time the delinquent taxes are paid, Mr. Cooper does an escrow recalculation and raises our mortgage without adequate explanation. 2yrs in and our monthly mortgage payments have increased by over $400. When I complain, they give me the number for the state regulators...

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

Thought we obtained a fixed mortgage thing again with this company. They do these " analysis" once a year based in this a year ago they have us a check for roughly 7k saying we were paying too much into escrow. Now one year later they saying we owe 7k. They are the ones that did this " analysis " They obviously made a mistake last year when returned the overpayment and now we are paying for it. We are now paying more than we did when we initially obtained the house. Furthermore, I cannot speak to a live agent because the phone rings and rings. The virtual machine keeps picking up and get this the projected increase by 2024 is an addition 2k on the mortgage they didn't noticed me in my f the change when I went to my bank all my savings where gone to pay this undercharge. We are at a time every penny counts run run fast

My loan was sold to Mr. Cooper and it has been a Sh** show ever sense. I have sent my home owners proof of insurance multiple times. Ever time they say they have it then a few weeks later I get a warning again. It take 30 min to get a real person on the phone and then they have no clue what to do...run if you can. RUN RUN RUN!