Mr. CooperReviews 439

Mr. Cooper is the WORST company I have ever has the displeasure to deal with. They are RUDE, DON'T GIVE A CRAP ABOUT THEIR CUSTOMERS, LIARS, UNKNOWLEGEABLE AND JUST PLAIN A**HOLES!

Do yourself a favor and find another mortgage company.

Possibly the worst experience I've ever had with a lender. I have 770 credit score and needed to refinance $230,000 on a $1.25M appraisal. They could not get it done, never explained why there were delays and finally quit communicating completely. Impossible to get to management and ask for answers. Horrible experience!

My mortgage was bought by these crooks. Their main aim seems to be messing with the escrow account (which I didn't have before because I pay my own taxes and insurance) so that they are constantly changing the amount of my payment, hoping to put me in default, no doubt. If I pay early, the entire payment automatically goes towards principle and I still owe the regular monthly payment. I have to call to get someone to change it. I'm not allowed to fill up the escrow account to avoid having it added to the monthly payment. They recently added a $15.31/additional monthly payment for an imaginary escrow 'shortfall' which is a made up number based on some random policy.
They constantly hound me to refi my mortgage. I explain that since I'm in the last 7 years of a 30 year mortgage, there's no way they can make the balance any cheaper to pay off. So a guy gave me false numbers trying to convince me that I was wrong. Not what I would call truth in lending.
Avoid them if at all possible!

The worst and most unethical mortgage company I've ever worked with. I've had my fair share of buying and selling houses. So this ain't my first rodeo. Last month, I started a refi and 2 weeks ago the title company ordered a pay off good for 10 days. Two days after payoff was requested Mr. Cooper mailed out my mortgage insurance that was due. (Mind you, usually any escrow payments are put on hold when a payoff is ordered!) so I get to closing day on the 9th of May and the wire goes out to Mr Cooper ok the 13th, due to the 3 day remorse clause. On the 19th, Mr Cooper rejects pay off the because it's missing the same amount they paid for the house insurance. Of course, my new mortgage company also paid for the mortgage insurance. So now there's double payment for mortgage insurance which will be refunded to me, and after a phone call with Mr. Cooper the plan was to return the money to them. But instead they rejected quarter of $1 millions Because they wanted their thousand dollars mortgage insurance refunded. Fine we'll play their game, title company ordered a new payoff 5/24 with an additional $1200 added to the original payoff (to cover mtg insurance, fees and interest)
Title company wired Mr. Cooper the new pay off the very same day, on 5/24. Needless to say 12 hours later we find out Mr Cooper rejects the second payoff because now they say they calculated the fees wrong and I owe still another $136. Yep, you heard that right Mr. Cooper rejects quarter of $1 million because they were short $136 that they miss calculated and not honor their ten-day pay off. This company is beyond on ethical and ridiculous. They do not play by the rules, as they like to make up there's rules as they see fit. They are a joke for a mortgage servicing company.

Their "live chat" is a virtual assistant. They admit that their hold times are 30 minutes or more. They just won't help when THEIR site fails. They tell you that hold times are long.

They do not do biweekly payments for free and even if you do biweekly they will not apply the payment till the end of the money. What a crook of a company.

My loan was sold to Mr. Cooper shortly before I was laid off from a job. I requested that they work with me while I was looking for a new job. It is impossible to talk to someone - you just have to electronically message back and forth. They requested vast amounts of information and documents to be uploaded - tax returns, paystubs, etc. After months of back and forth, the answer came back that they wouldn't work with me because "default is not imminent." How would they know that from looking at the past?! I was telling them I have no income in the immediate future! At any rate, it was a horrible experience. My credit score took a gigantic hit because I missed a few payments. It all could have been avoided if they had worked with me for a very short period of time. Luckily I have refinanced with another company who seems to have humans working there.

Would give zero stars if I could. Before closing, they made three significant mistakes in our mortgage process including the last one that caused our closing date to be delayed for which they notified us EIGHTEEN HOURS before the closing time. Told us two days before that everything was set and then called at 6 pm the day before to tell us about this issue. We have movers, furniture companies, utilities, family members, etc all scheduled around a closing date and they tell us at the latest possible second that they can't make the that date. YUnprofessional is an understatement. To make matters worse, the agent (Manny something) refuses to take any responsibility for his massive mistake. DO NOT USE THIS COMPANY. Wish we had seen the heap of negative reviews before moving forward with them.

AVOID. Mr Cooper acquired our loan from another company, and I have now spent way too many hours on the phone with them discussing all the ways they're mishandling our account. Their analysis of our escrow needs were under by more than $500, which translated to them not understanding the terms of the loan I originally signed or the amount of property taxes that we owe annually. I told them to analyze again. They did, and failed again. I've been paying the extra 500+ this whole time to make sure the proper amount was in our account to cover our taxes. I even told them why. So they improperly issued me a refund check. Then property taxes were coming due. I got multiple assurances that they would be paying ALL of our property taxes on time, and that if they didn't, that I would not be responsible for any late fees; those late fees would be paid by Mr Cooper. They missed the due date. Then they paid the taxes and charged the late fees to me. Our analysis is still wrong. Currently our account says the next time they'll be paying taxes for us will be April 2023, which means they will miss the Nov 2022 payment. How they're still in business is wild to me.

Worst mortgage lender ever. Very dishonest, put hitting fees in your loan documents, run from this company.

If I could give 0 stars, I would. It's clear to me that my mortgage was sold to them solely to save money because this company is absolute garbage.

Here's my experience so far:

I set up payments from my bank account and made my first payment. Ten days later the money still hadn't come out of my account but I'd received ZERO communication from Mr. Cooper notifying me of any errors so I had to investigate myself.

Called customer service, finally got a hold of a human being, and was told not only did payment never go through but I'd been penalized with a $20 charge due to "insufficient funds" in my bank account. I have written proof via bank statements indicating that never at any time were there insufficient funds, but the customer service rep told me there was nothing she could do to help. I asked to speak to a manager, whom she could not get a hold of, so I spent 30 minutes on the call to no avail.

I filed a formal complaint in my customer portal, received a message 48 hours later saying I had a message waiting for me, but no such message was to be found! I searched my entire account, inbox, complaint center, archived messages, threads... NOTHING. So I have no idea if my issue was ever received or dealt with.

Finally I just gave up, paid the penalty along with my monthly payment, and walked away with a HORRIBLE taste in my mouth of this company as a whole.

It is exceptionally clear to me Mr. Cooper doesn't care about their customers and definitely doesn't empower their employees to be of any service to clients. I feel really horrible for employees as well.

They literally rip you off! We try to make a payment then mr cooper will say it didn't go through and charge you ridiculous " reversal fees"
Our money has been in the bank everytime and they get us every month. Not just once they got us more than 7 times in one month w fees. We called our bank to verify they were not trying to take out their payment. They are liars and thieves...NOT RECOMMENDED. We wouldn't even give them the 1 star if we had a choice.

Charging fees without any customer consent or request, paying county tax late and pays penalty and taking no responsibility.
I had three loan with Mrcooper which is transferred from Rocket Mortgage, MrCooper didn't pay property insurance, County Tax and supplemental tax and Mr Cooper paid about $750.00 Penalty and I had to pay the penalty I requested the refund for the county tax penalty they denied the refund.
So, this company is no customer service and no responsible to take care customer

Been fighting with this company for awhile now
That send you your statement to late to make your payment on time then charge you late fee.
If you send payment early they don't put it towards payment they put it in escrow or some other account and say you didn't make a payment.
I've made 17 payments in 1 year and they tell me I'm behind.
Guess a lawyer is next step

Awful, just awful. They take my escrow money but won't pay my property tax bill!

I've called and spent over five hours on the phone with their customer (dis)service department, I have utilized their online chat system several times, I've emailed, and I even filled out an extensive Mr. Cooper customer review form as a follow up to my interactions with their customer (dis)service group and wrote an email to the CEO. Zero response, zero resolution.

Because they did not pay my property tax bill, I am now listed publicly as a "tax deadbeat."

I have had a dozen or more mortgages on several properties I've owned over the past 40 years. I can unequivocally say that dealing with Mr. Cooper has been by far the worst customer experience I've had to endure, and am still enduring.

I've never even had a single problem with any aspect of dealing with my former mortgage companies in over four decades. I've only been with Mr. Cooper for three months now and I dread the next 25 years until my mortgage is paid off. I hope to God they sell my mortgage!

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