Mr. Cooper

My mortgage was sold to them about six months ago. They immediately neglected to pay my home insurance, which I only found out when I got a letter from my insurance company that my policy was going to be dropped for nonpayment. It took me hours on the phone to get it resolved. Mr. Cooper's communication is terrible, whether it is not bothering to pay insurance premiums or increases in monthly payments, which my previous mortgage company managed to take care of just fine. I have never felt less like I mattered as a customer. Also there was their recent cyber breach, the ramifications of that are still unknown. Absolutely avoid.

After less than a month as my new loan company all my personal records were stolen. Then they paid the wrong insurance company for my property and paid twice the amount. Forget about trying to get ahold of anyone on the phone as it's an endless recording spitting out useless BOT responses in an endless cycle.

Impressively bad customer service. Every.single.call I made sent me seeking different answers; I never got the same answer twice, and none of the representatives seemed to leave notes on the file from call to call. No continuity. The automated system is horrid. All together, a wretched service.

Engaged in a loan from MrCooper last year. Have paid a significant amount into escrow. Come to find out they did not pay the property taxes.Found this out when I received delinquent tax notices from city/county. Have made numerous calls/texts/emails to customer service.Nothing being done. Ended up paying taxes myself. Would not use them again…

This company has pending class action law suits against them set to take place on a court docket so it is real. They continue to do exactly what they are being sued for. They are absolutely deceptive and have proven an inability to keep customers records Consequently for the customer because they don't process payments or fail to properly process payments they will tack on fees to the account that you are not notified of ever. Once the fees add up they sue you and win and leave you with nothing. That's the way they do business. The only 1 thing that's keeping them from being shut down is the fact that 1 person not even associated 30% of the time with the company is on the board and connected to the viscus morons that run the puppet inserted to the oval in 2020. Mr Cooper is among the most disgusting company's I've ever seen.

My mortgage was sold to this garbage company and it's been nothing short of a nightmare. Customer service is non existent. They don't care about you. Absolute trash. Do not go anywhere near them.

Mr. Cooper recently bought my mortgage from a wonderful bank. I have spent 5 weeks trying to get a statement from Mr. Cooper to make my payment. I have been lied to every time I've called. Mr. Cooper has never reached out to me or mailed me any information about my loan. My suggestion if you are considering a mortgage company is to stay away from this one. They are terrible to do business with, very unprofessional!

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.

Data breach and now they want me to sign up for their identity protection plan. Creeps! We expect our data to be protected automatically.

This is horrible! They have NO customer service. It's only a chatbot and phone prompts. I have emailed them 6 times and it's the same auto-generated email. Do not use them!

Try calling the customer service number, endless loop of nothingness and the Chat is even worse. Terrible customer service

Have been involved with them since they bought my original mortgage from Bank of America over 10 years ago, back then known as Nationstar and now recently rebranded as 'MRCOOPER' to sound cute or whatever. The short of it is this company acts purely as a debt collector and will treat one as a delinquent borrower even when still paying within the grace period past the due date or before the last day the payment would be considered late, typically between the 1st and 16th of the month. On that note I've never been late, ever. But they'll still call back to back about 'reviewing teh status of muh account' every month.

In my case the short of my biggest discontent with them is that they try to keep the monthly payment as high as possible by refunding any excess balances left in escrow so they can in turn call non-stop about 'refinancing to lower my monthly payment'. One can dump anywhere from $1-10,000 to escrow and they will return it all as a surplus before just leaving it in there to be used to lower a year's payment or cover any future obligations.

Furthermore for purposes of refinancing they don't care if they've owned the loan for over 10 years and you've never missed a payment. Their underwriting department will basically treat you as they would any other non-client borrower far as documentation requirements plus their origination fees are astronomical.

Also the way they offer HELOCs is a bait and switch by which they'll draw you in saying you can keep the existing terms of your mortgage such as current rate and repayment term with a special cashout program they have for existing clients that is not a refinance, etc. but in reality it really is just a typical second mortgage or a HELOC, so it'll just be an additional loan to repay with way higher rate than the current mortgage interest plus tacked on origination fees and so on.

All in all if I could refinance or just pay off the mortgage faster just to be rid of this company I would.

In general I have no troubles with Mr Cooper seems as if they are running legitimate operation and all is going as well as I could hope. But when something comes up and I need to make a phone call I enter into their death spiral of an auto phone system. This begins a process of multiple phone calls to get through their system as there are dead ends that lead to them hanging up on you if you happen to choose the wrong selection. Then after you've punched in your data multiple times and you've been hung up on multiple times you finally get to a point where you're feeling hopeful and they tell you that they're closed and we should call back at another time. Basically if you're going to call Mr Cooper add an extra 30 minutes to your anticipated time to resolution. The good news is once you reach a human being all becomes legitimate once again. I'm hoping that this review will be noticed by them so that they could fix their phone tree because it needs to be uprooted chopped up and turned into kindling.

My loan was just sold to Mr. Cooper, they started sending me noticed I needed flood insurance, which I did not have to have before because my home is not in a flood zone. I have a letter from FEMA, but it has an expiration date on it, I've just had to apply for a new one because of all this. They just illegally charged my escrow account with the policy saying there has been a change in the flood zones, which is a lie, there has been no change in my flood area since 2006. This has been a nightmare. I have emailed talk to them numerous times, they pretty much said they can put on any insurance they feel necessary, its their right. I'm working on fighting this because I did not have to carry this insurance with my previous loan provider. Wondering if anyone else is having the same issue?

Good luck getting past the automated system. It will never let u talk to anyone. This company also messed my escrow account up and had me paying hundreds of dollars more than I was suppose to. There automated system alone makes me never ever want to business with company ever again.

Well Mr Cooper handles insurance claims pay outs terribly. I would of never had my house done if I relied on them to pay me my money to fix my house. I was so far out of my pocket to finish my house it was ridiculous. The insurance only paid to patch my house back together. My house was built in 1956 and patching it back together was not an option because the city made me repair it up to code. Electric, plumbing all the studs and furing strips A/C dry wall roof windows so my house is completely new. Far from the cost of what insurance paid me. They play a game with your money you have to do circus tricks for your money while your contractor has to work slow cause you run out of the insurance money to pay him and cash out your 401k sell your boat and work more than usual to pay the off set till they give you your money to pay the contractor so it cost me double the amount the insurance payed me so beware if you have something happen to your house and wait for Mr. Cooper to pay you your money to fix your house

Just received letter on Jan 20,2024 dated December 24,2023. Nationstar Mortgage LLC (dba Mr. Cooper) writes to inform ALL of their customers of a data security incident at Mr. Cooper that may have involved some of your personal information. What information was involved? The personal information in the impacted files include customers name, address, phone number, email address. SOCIAL SECURITY NUMBERS, DATE OF BIRTH!

There you have it! Here is my issue. You can't have them sell your mortgage to someone else who has better data security systems. Your flat out STUCK with this incompetent mortgage company. CEO Jay Bray should be fired. Now, thousands of customers will be stressed out wondering if their data is going to be used down the road. Their fix, watch your credit report on us. Really? Should have never happened!

My mortgage was sold to Mr Cooper. They took 2 payments out of my account which caused my account to overdraw my account. Tried to call them and I can't talk to anyone. Stay far away from them as possible.

Cyber attack to Mr Cooper data. Called to see if I was impacted or the result of the impact. Transferred 3 times as no one could answer. Hard to understand customer service reps as they had very thick accents! I do not know if I was impacted or how after 3 phone calls! Customer Service is terrible!

This dashboard is awful. You can't even see the amortization schedule that is supposed to be in the payments section. Bush league

This company is atrocious. My mortgage got sold to them in August and I'm now considering selling my home to not deal with these people. Escrow analysis is wrong, they can't provide information on connect you with their tax dept because it's a 3rd party. After reading these reviews, and seeing they've had multiple class action lawsuits, I'm assured, I'm doomed having a mortgage with them.

My original loan processor sold my account to this awful company. In the process, they stopped paying my property taxes somehow, and it took nearly 3 months to get them to correct it. A few months later they called and offered a rate reduction loan. Simple enough. 30 day estimated turn around has now been more than 60. They do not return calls or emails. They do not provide updates on what is taking so long, other than "we are really busy", and they repeatedly ask for items that have been provided, that are still sitting in their queue which even I can see on their website. These clowns are a joke and not worth the time. Stick with a company that cares about the customer.

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.