Mr. CooperReviews 439

Mr. Cooper will RIP you off!
My Mortgage was sold to Mr. Cooper, immediately my Mortgage payment jumps 250.00?
They said it was due to Taxes and Ins. But it's NOT...I have proof!

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.

I have been with Mr. Cooper for years with no issues until now. In 2019 I requested to delete my tax payments from escrow which was done with no issue. Today I have requested to remove my home insurance from escrow with no avail. I talked with 3 agents that have said that I was not approved
To remove the escrow. I have not been late with a payment since the beginning of my loan. After
30 minutes of insisting that I needed to talk to someone that could help. He said he would have to
Refer the account to the escrow team. The agent initially said he would get back with me in 5 days. After giving the lowest possible score on the phone survey, he returned my call in a day. Nothing changed. They would continue to pull my escrow account even though I have changed insurance companies and it is now paided from December 16,2022 to December 16,2023. He informed me it was 2022 and my taxes were removed in 2019, but the policy had not changed! You cannot get to anyone in the escrow
Department to talk to and all you get is a run around. They hold you hostage especially since interest
Rates have gone up and you can't afford to move your mortgage to another company. I should have read the reviews before signing with this company and now I am paying the price. I am talking with my family
Lawyer this afternoon. It is a shame to have to a legal department involved just to get an escrow removed. How can a company decided to continue without your approval!

Hands down, worst mortgage company I've ever dealt with and I spent 10years working in the mortgage industry. Completely incompetent to the point of negligence - they will not pay your property taxes on time -EVER- and when you ask them to fix their error, the make it worse only to try and remedy the issue over a year later when the problem is now compounded and their late solution is your payment is doubled with less than 30days notification. If my current interest rate wasn't so low[which they acquired my loan, so they are NOT responsible for that rate plus they are constantly trying to coerce me into refinancing to a higher interest rate] I'd refinance with another company just to NOT be in their hands.

Don't trust them! Mr. Cooper purchased my loan in September of 2021. From September through November they did not have my account set up due to pending paperwork from my previous loan provider. Even though this was the case, I made sure to make my mortgage payments to them each month. I have the bank statements to prove that my payments went to Mr. Cooper (this information has also been provided to them). In October of 2022, I tried to get a Home Equity Loan with Discover. My loan was completely processed in underwriting and just needed the Mortgage Verification from Mr. Cooper. When they filled it out, they put that September was not "N/A", October was 60 days delinquent and November was 30 days delinquent. My payment was never late to Mr. Cooper or my previous mortgage company. I was never and have never been delinquent. They have refused to remedy the situation by simply sending a letter acknowledging their mistake to Discover. My loan has been closed with Discover due to their inaccurate reporting, which they admit was never even reported to credit agencies because it wasn't true. I desperately needed to pull equity from my home to make it in this current economy. This has greatly affected my life financially. I have no faith in Mr. Cooper to accept my payments, record them accurately, or even do business in good faith. I couldn't be more disappointed in a company for their total lack of concern for their customer. I made my payments, I've covered my track with a paper trail of proof and they were still able to do this to me. Shame on them. I will not stop telling everyone I know, leaving reviews everywhere I can, and emailing any "important" person at Mr. Cooper.

I got a letter from them about a mortgage that has been paid off for over 3 years and couldn't reach anyone to correct this. I understand how Me Cooper has earned their horrible reputation, my next step is to file a complaint against them with the appropriate agency

Three companies handed out to third parties to do anything with this company, property tax problems insurance not updated or anything will be screwed up, USAA sold my loan to this horrible company and I can't do anything about it!

Our property sustained a loss due to hurricane Ian. Per policy, our insurance carrier listed Mr. Cooper (Nationstar} as a co-payee on the settlement check. I contacted the hurricane settlement line as was connected to the Loss Drafts Department. Was informed that if I immediately mailed the check to them, it would be endorsed and returned to me within 3-5 business days. Five business days have passed, I contacted the Loss Drafts Department again and was told that, (they have just received the check, it would be 2-3 more business days before the check would be endorsed and returned to me. Why should I be required to pay for insurance on my property, when a third party vendor controls the settlement? Avoid this lender at all cost!

Mr Cooper is the WORST mortgage company I have ever came in contact with! The representatives do not ON ANY LEVEL have any experience in mortgage loans! They do not know what they are doing at all! I was approved for homeowners assistance. Where they paid my mortgage for up to 18 months. They literally still added late fees to my account and did not apply the money that was paid to the back to my account. I had to call them every single
Month because my account showed late as if the payments were not paid and they literally had over $27,000 sitting in their bank! I am so ready to change companies! Not to mention, the representatives hang up on you when they can't figure out your problem!

I was required to buy flood insurance and then received a LOMA letter saying that my house is no longer in a flood zone. Mr. Cooper's website has no information on how to change the flood policy, and you have to go to another site, mycoverageinfo.com to report that the policy was cancelled. The Mr. Cooper website does not provide information about this second site in the knowledge base, and putting in a support ticket does not trigger any information about the second website. There is no way to know how to proceed with cancelling insurance without first getting a threatening letter in the mail stating that the borrow must have flood insurance or Mr. Cooper will purchase it for you. Calling customer service (I spoke to Shelby) results in a snotty, canned response. I've been working on this cancellation for over a month now, and the matter is still not resolved.
My latest called resulted in Shelby finding my LOMA letter in my files and submitting a flood policy cancellation request. Now I have to wait 10 days to make sure that they've done their job, again. Horrible document management, abysmal customer service, bad accountability, and overall shotty service.

I spoke with three different customer service representatives about my supplemental tax bill and got three different answers. I assumed I would be responsible for the bill and had no issues at all with that. However, I figured I'd check with Mr. Cooper to see if there was enough in my impound account to cover the bill. First rep says, "Yes, we will receive your tax bill and adjust your monthly mortgage. There is nothing you need to do." Well a few months went by and my mortgage payments stayed the same, so I followed up. Another rep said, "Yes, we will pay your supplemental tax but you have to send us in your bill." No worries, I went ahead and sent it in through their secure messaging center as directed. Maybe the other person was new and not sure how the process worked. A bit more time passes and still nothing changed with my mortgage payments, so I followed up AGAIN, for a third time, with Mr. Cooper, and a customer service rep told me, "No, we don't pay your supplemental tax bill. You are responsible for that." I sure am glad I knew not to trust these people and to do my own follow up. I wish I could say this was the only time I received bad info and terrible customer service from Mr. Cooper, however, there have been other occasions. In addition, the bad info I was receiving was nothing compared to the awful attitudes of the customer service reps. Each time, they treated me as if I was this person bothering them. "How dare he ask us questions!" Unbelievable rude, short with their responses, and worst of all THEY were just making stuff up, it would seem, and had no idea what they were talking about. The Message Center I mentioned is also very unhelpful. The responses you get are automatic and do not directly address your issue. So basically, if you have a question or an issue, you are rolling the dice no matter how you try to get your answer.

My loan sold to Mr. Cooper. I received a statement and noticed that they had an error on my property address. They had it listed as east instead of south. I called customer service and they told me that I needed to send documentation to them to document it. I told them that my address was correct with the other mirtgage company and that I should not have to prove anything as they obviously entered the wrong address when my loan was transferred to them. They told me sorry but that's how it is and no I cannot call the research department I need to email them and tell them my address is wrong & send them documentation to back it up. So basically it is my job to do the leg work to correct their mistake. Unbelievable! They should be able to pull up the transfer paperwork and see the error they made or look at the appraisal or title work in my file. So once they receive my documentation are they just gling to say, "oh ok!"and just change it? Of course not! In my email I told them to look in their imaging system for any additional documentation other than what I sent. I already have a job.

I was purposely dragging out paying off my loan until they paid my taxes on my home in October. They took my payments, applied them to my principal, and paid off my home early. They will not reverse the payment, now my escrow is tied up" until they release it" leaving me to pay 2400 dollars out of my pocket in 6 weeks. Please report them to the FBI for mortgage fraud. I just did, and the Consumer Financial Protection Bureau. The Better Business Bureau doesn't care, nor does the FTC. They have thousands of complaints, that was why I was dragging out my payments because of all of the complaints. They will find a way to steal your money

My mortgage was sold to Mr Cooper recently. I had a question about my insurance and escrow account. I emailed and was told to call. I called and was stuck in a revolving phone tree that kept sending me back to the original message. I could not reach a live person. I emailed again stating I could not get ahold of someone to discuss the issue and the email response thanked me and told me to call their customer service! Umm - that is my issue! Ridiculous and non responsive. If I could change I'd do it in a heartbeat. I would not recommend this company.

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...

I've never come across a company who is late on making payments to the insurance company? Like how are you still in business? Absolutely awful business. Got my name, social and email wrong. Wow…..

Mr Cooper received our mortgage payoff, but still hasn't applied it to the principle after more than 1 week and will now be assessing fees. They paid the insurance early, so I had to make an additional payment to bring the total up, but still nothing applied. They won't discuss - "try again in 3 working days" They have my money and no accountability. Don't trust them!

I do not believe any humans work there. You want to ask a few simple questions and all you can do is listen to automated messages. They ask would you like to speak to a representative and you say yes but they send you to another automated system. None of it answers the questions I have. I am hoping to buy another property soon and you can bet who I will NOT be working with. If you do not need anything they are fine but if you need them look elsewhere.

Just a crooked company. Lies about things just so they benefit from your misfortune. I was on a 3 months COVID relief plan because my wife lost her job. I was told by them that I could still make whatever payments I could while on the plan. So st the end it wouldn't be too bad. I did what I could. After the forbearance was up I was than hit with well because you made an effort to make some payments that cancelled out the relief plan so now I'm told I need to come up with the full amount or get hit with late fees and a hit on my credit. Just a total greedy dishonest company. Who cares nothing about anyone.