The damages from this company's dishonest ways is the money (a minimum of $500) we will have to pay for the home equity loan we were forced to take out this morning by Mr. Cooper's wrongful withholding from us of the insurance company payment to restore our home. They twice lied and said they hadn't received the insurance adjuster's worksheet, giving that as an excuse for their withholding the insurance funds from us.
Nationstar Mortgage, LLC d/b/a Mr. Cooper
On December 7,2020, the Consumer Financial Protection Bureau (Bureau) filed a complaint and proposed stipulated judgment and order against Nationstar Mortgage, LLC, which does business as Mr. Cooper (Nationstar). The Bureau alleges that Nationstar violated multiple Federal consumer financial laws, causing substantial harm to the borrowers whose mortgage loans it serviced, including distressed homeowners. Nationstar is one of the nation's largest mortgage servicers and the largest non-bank mortgage servicer in the United States. The proposed judgment and order, which the court entered on December 8,2020, requires Nationstar to pay approximately $73 million in redress to more than 40,000 harmed borrowers. It also requires Nationstar to pay a $1.5 million civil penalty to the Bureau. Attorneys general from all 50 states and the District of Columbia and bank regulators from 53 jurisdictions covering 48 states and Puerto Rico, the Virgin Islands, and the District of Columbia settled with Nationstar the same day and their settlements are reflected in separate actions, concurrently filed in the United States District Court for the District of Columbia. The orders in the Bureau's and the States' actions have yielded nearly $85 million in recoveries for consumers to date and over $6 million more in fees and penalties. They are also part of a larger government effort, which also includes assistance from the Special Inspector General for the Troubled Asset Relief Program (SIGTARP) and the United States Trustee Program, to address Nationstar's alleged unlawful mortgage loan servicing practices.

RELATED DOCUMENTS

Stipulated judgment and order

Complaint

Need to talk to Mr Copper but no way to actually Speak to them! READ READ READ READ READ THE NEXT!

So, I was currently in chapter 13 bankruptcy and discharged as of November 1st, 2022. Then as agreed upon with the court until its finally discharged I was told to start making payments starting May 1st of 2022 until my final decree was approved and finalized which was November 1st, 2022. After being able to access my account in August of 2022. Mr. Cooper had me at a payment behind. I called and called about the error that Mr. Cooper was reporting on my credit. I finally got a hold of someone who was a decent person that listened, and her Name was Victoria King. She saw what I was stating after Mr. Cooper then said I was two months late. She wrote the department to fix error and reflect I was two payments ahead NOT behind and opened up three different cases to get fixed and they kept closing it, with no explanation. Then after doing the phone call pass to probably six different agents, the last one stated Victoria King was no longer with them. So, then I had to re-explain everything and finally talked to someone in the escalated department, his Name was Clarence where he saw the same issue, put a request to fix errors and stated to me it will be fixed by the 17th of February which was today. So I called back when I saw my account wasn't fixed and spoke to another agent, and therefore sent me to the escalated department and spoke to someone who didn't want to hear the documents were uploaded and that I was told the situation would be resolved but instead told me that because of the bankruptcy letter that he had was only taking care of payments no arrearage that was behind and that's why my account reflected that, which is false because I not only submitted the document that states it paid the arrearage and payments up to when I took over but paid in full. Yet, I was smart enough to get Mr. Clarence phone number and instead of getting a hold of him, I spoke with Jennifer which again had to explain everything to her. Then said she saw the request in their system and needed to wait until the 20th of February, which she will personally give me a call back and let me know it was resolved. I had to fight for six months to get to here wait until the 20th of February. So still no answers for giving them everything in black and white proof to not get anything fixed is ridiculous! So will now be speaking with a lawyer about the fair consumer act and what fraud this company does.

If your mortgage is taken over by Mr. Cooper (formerly Nationstar) …. *January 2023
…run - don't walk – to refinance with another company. Better yet, pay off your house as quickly as you can. I'm definitely NOT venting, but only trying to inform others of their heinous business practices. Had we known in advance that no one in Mr. Cooper is capable of communicating, I might have taken a different stance. A mortgage company that doesn't assist their customers? Just creating the log in, going through the settings, alerts – all of it – took several calls. Why they didn't they send out instructions, instead of forcing customers to call for help is beyond me. It all should have been in the 'Welcome letter', and that very document should have been called a 'Shock Statement'. Of course, our previous mortgage company (USAA, that we thoroughly researched and selected) should have informed us of the acquisition. Ha – we had never heard of Mr. Cooper. What a way to treat us Veterans, who, in some cases – willfully gave their lives protecting our country. Problems continued with every question, and I asked a myriad of them. Here's a kicker – I even tried the secure message center for one of my questions in an attempt to avoid another uneducated person. The answer was full of blah-blah-blah that I didn't ask, suggested that I call Customer Service (!) and then they closed the ticket. Several tickets I submitted. Round and round I went, asking that tickets NOT be closed until my question was addressed, that this matter was escalated and that I was still waiting on a return call. This was only SIX weeks into our relationship with Mr. Cooper. Heaven forbid if you reach a Customer Service agent that you can't understand. I applaud hiring diversified individuals, but you have to be able to comprehend what they're saying, and vice versa. Customers can't trust anything they've told you. Ask the same question of multiple people, you're given as many different answers. One example of our numerous challenges was trying to get both of our FICO scores on the dashboard. One person said, 'sure, just make another log in', and Ms. Brooks (continued below) says it wasn't possible, that we shouldn't have been told that. What? No one can read a script in front of them? Their agents must not be trained in anything remotely financial either, let alone mortgages. Even if you've been given "their direct number to call them with aaaaaaaaaannnyyy questions what-so-ever", their outgoing message clearly indicates different hours from what the person gave you. Leaving them voicemails is clearly a waste of your time, since their obvious intention is to refuse to call you back. You feel like the right thing to do is report each and every one of them. Getting a supervisor / manager is impossible, so you try the apparent method of 'escalating'. And, their phone system is horrid. 'In a few words, please tell me why you're calling.' - says the automated voice. You say 'escalation team'. It responds, 'You're calling about payments, right?' Nothing short of infuriating, when you're already worked into a lather about your questions not being addressed by Customer Service. Contacting their manager of the Escalation Department – Amber Brooks – is hopeless. She admitted in an *email to me that she heard the offending calls, all of which wasted my time and cost me hundreds of dollars – then did absolutely nothing to resolve the issue. All of my vehement requests of them pulling calls (yes, they're all recorded and kept) did nothing to make them understand they truly were at fault. Contacting Jennifer Guthrie (never located her exact title) was also useless. No, I never found her number, and Amber Brooks reports to her. Four times I emailed her, begging for help. She never once bothered to respond. They even had the gall to have a secretary call me to say they refuse to help in this situation. All representatives say 'they're in the escalation department' and there's no direct number into that department. Profound and lame apologies by every.single.person, yet no one does anything about *your* situation, albeit promises, and all forgotten - with no follow-through. In order to remove Mr. Cooper from our lives, we started working overtime as much as humanly possible, with the plan to pay off our home, eight years early. Everything, even bonuses, extra went towards the principal. Luckily, there was no penalty for early pay off. A perfect example of their lack of checks and balances in the company. Using their online portal, I made an extra payment to the principal, and THEY decided to put it towards a regular payment, instead of the boxes I checked. Again I called, asking for the escalation team, and was forced to explain another round to incompetent folks. A nice person Amanda Bailey (office phone *******518) assured me she would reverse the payment and apply it according to my wishes. She sounded quite confident, so I didn't worry. I asked for proof when it was complete. What I expected and what I received were wildly different. She sent me an encrypted email of 13 pages, going all the way back when they took over our loan! I couldn't begin to fathom what was so difficult in asking for proof of a reversal. A problem that sent me around the bend was making a *large payment to the principal. Given all the questions I had asked about how the pay-off worked, no one bothered to tell me about the fact that you can't pay off more than 90% of your loan on their system. When making this enormous payment, I was blessed with an error message – 'It looks like you're trying to pay off your loan. You can't make a payment more than xxxxxx amount.' Boy was I furious.
Another challenge was actually getting the pay-off. One person said it took 2-3 days to create, then 7-10 days in the mail. Mortified, I asked what country it was coming from. This was completely opposite of what the website says – the box indicating 4-6 days, period. And gosh, you sure can't call to ask which is true. Well, I did – and what a waste of time. We waited and waited, and yes, I stupidly called again asking where our pay-off was. Shocked again, I was told that another agent requested a pay-off on our behalf. (!) In the same conversation, I was told that their "system requested a pay-off". I tersely said that I only requested ONE pay-off and not multiple. Then I was told that the system suspended everything. I yelled at the person, "How does this happen?!" I heard crickets. We finally got the pay-off and made one last enormous payment to the principal. THEN we received the escrow disclosure statement. Absurd to think it was nearly over. No one explained the fees associated with closing your loan. Yep, I called again. Haley, from TX, was so condescending – so I told her how much I despised Mr. Cooper, that I certainly hoped it was nearly over. You guessed it, the remainder of the escrow was shorted by all the fees. What a joke. Their mission statement is nothing short of laughable. Not one person I've spoken to has ever acted in any manner that supports the company's magnanimous declaration. Funny how many bad reviews there are of Mr. Cooper, dating back several years. Seems nothing ever changes. If you're forced to work with them, please protect yourself. Add every extra penny you have to the principal. Save every email, take copious notes, and write down the name of every.single.person you speak to. Most important - you don't have to sign with *them. Another funny thing – look at the BBB alert for Lewisville, TX - titled Government Action. Still unsure, read the Indeed reviews from folks that work for them.

This company took over our mortgage about 6 months ago on our house in Florida. Florida, where the entire homeowners insurance industry is on the brink of collapse and companies are searching for ways to cancel policies and 'limit risk' as we enter another hurricane season. Against this backdrop, Mr. Cooper has messed up our escrow, changed our payment amount AND the payment address multiple times, and failed to pay our flood insurance policy from escrow.

In the most recent debacle, they claim to have mailed a "batch check" to Neptune Flood weeks ago, via regular un-trackable mail. In other words, a check for thousands of dollars, representing insurance premiums for MULTIPLE PROPERTY OWNERS, not just us, was allegedly dropped in an envelope and mailed to a PO box with no method of verifying delivery. This is how a major mortgage servicer remits payments from escrow in 2022? No ACH? No wire transfer? No FedEx tracking number? Neptune said it never received any payment for our policy, so less than 48 hours before policy expiration we were forced to pay the premium out of pocket to avoid any coverage lapse. We asked Mr. Cooper to stop payment and reissue the check, but they refused. They said they couldn't stop payment on their 'batch check' until 'maybe another week' elapses. In the meantime, this would mean that our insurer would issue a cancellation notice, and we would enter a 'grace period' of 30 days. You probably think the 'grace period' would include coverage. IT DOES NOT. It offers you the right to pay, and reinstate the policy AS OF THE PAYMENT RECEIVED DATE. So while you can get a renewal policy, you are UNINSURED during the period of time between the cancellation and the renewal. I tried, uselessly, to explain this to the Mr. Cooper representative who was in New York, and I even went to great lengths to explain to her the current insurance crisis in Florida, to no avail. All these people do is read from a script. They do not attempt to comprehend the issues at hand, nor do they care at all. After all, why should they care that it's hurricane season in a state with multiple insurers leaving/going bankrupt. Just play they odds and go uninsured for a few days, or weeks, while they take their time addressing a missing check that was irresponsibly handled by them in the first place.

After reading many other reviews of this company I believe their failures are not accidental and actually represent their corporate ethos. Any corporate entity handling millions of dollars on behalf of customers has a fiduciary responsibility to meet minimum requirements concerning the safekeeping of those funds. And where is the corporate risk manager in all of this? Have you no clue that the asset underlying the loan is being placed at risk? A layman might argue that it's only a few days, or a few weeks, but stranger things have happened than a tropical storm causing significant damage to Florida properties during the months of June and July.

Consumers - if you have a choice (we didn't, sadly), DO NOT DO BUSINESS WITH THIS COMPANY.
Mr. Cooper risk managers - TAKE A LOOK AT YOUR ESCROW DEPARTMENT. THERE ARE SERIOUS BLIND SPOTS.

I have a 2nd Mortgage with Mr. Cooper (Orig. Nationstar) that I took out 15 years ago. Paid like clockwork. I made my Jan 2022 pmt. And they rejected. Come to find out my balance had matured (balloon) pmt. And I called them to find out how to resolve. First--automated system said leave number if you want call back. Did that 2x and never got a call back. Finally "held" for 20 minutes to speak with live representative. 1st Rep said "yeah, your balance is fully due would you like to pay that off today ($102k)?" I said "no, why didn't you notify me the balloon was coming due?" He said they emailed me but then he looked at system and said "yeah, your emails are kicking back to us (yet he had my correct email address). I then asked rep to change email to a gmail acct. He did and sent a confirmation email, which I received. He said "you've gone past the due date on the balloon so we can't refinance or offer you anything... I will have to transfer you to our "loss mitigation group". What? I've been a customer 15 years, paid on time and now I'm being treated like this? I get transferred to rep at Loss Mitigation and she says "we can't refinance because you've gone beyond ur due date". I explained that I receive monthly (paper) stmts from Mr. Cooper, you have my email and cell (though clearly email wasn't working for them and they NEVER called my cell back when I asked the automated system to do so), so why are you now inflexible to help me resolve?" She replied "we can't refinance but we can 'modify' your existing loan and I will need to send you an application to complete". I told her to please do so. I asked if she had the new email address I had just given the previous rep I spoke to, and she confirmed that she did. She said look for that email immediately following our call. That was yesterday and I still don't have anything from Mr. Cooper.

15 year customer and never missed a payment. My home is valued at $800k and I owe $415k (incl. Mr. Cooper 2nd mortgage) total. Mr. Cooper isn't interested in refinancing. The 2 representatives I spoke to were indifferent and had no interest in understanding the sequence of events and lack of notification I had received from Mr. Cooper. Basically "you've matured... your problem now, and you better fix fast because you are now past due and in our loss mitigation unit. We may consider a modification, but you have to apply"... then no follow up application.

I have called my 1st mortgage lender (BOA) and will likely refinance with them. My recommendation: Don't waste your time with Mr. Cooper.

1. Mr. Cooper messed up our school taxes so badly that we were contacted by a collections agency who was about to put a lein on our home. Mr. Coopper was blaming our closing company for the debacle. It took me many hours of sleuthing and phone calls to see who was at fault. I talked to the closing company (a year an a half after closing) and they were apologetic, even admitting they may have misstepped... until they were confident it had to be Mr. Cooper. Then, just as time was runing out and after many calls, the guy fessed up... yep, Mr. Cooper was at fault and an overnight check has to be sent to the collections agency.

2. Mr. Cooper threatened to foreclose on our loan with them. Really! We got a letter to that effect and they've come to find out that they never contacted us to tell us our loan had been bought by them. Our monthly mortgage payment was dutifully being paid to our former mortgage company. What stress!

3. We were happy to recieve a nice big check for overpayment on our Escrow account. An extra $2,500 came just in time to spend a little more on Christmas and to fix the car. Six months later, without telling us, our mortgage payment had skyrocketed! We were flabergasted! What was Mr. Cooper up to now? Turns out, they messed up again and never should have sent us the check. Now, they wanted us to pay an extra $500 a month for five months to help THEM catch up on the reduced escrow monies. Yikes! What a budget killer! Finally, after several phone calls, they agreed to amortize it over a year to reduce the monthly burden on us. Unbelievable!

CAN A PERSON FIRE THEIR MORTGAGE COMPANY? If there is a cost-efficient way, please tell us. We'll do it in a heartbeat!

Save yourself the grief and disappointment and don't do business with Mr. Cooper. Let me explain.

Person's Involved in our Refi Journey

Emily CLEVELAND
Carolina AGUAYO
Mandi TAYLOR
Austin BLACKBURN
Eric ROGERS

We have been a customer of Mr Cooper since 2012, when we secured a 30-year refi loan.

Our journey to refinance our existing loan began on or about February 26,2021. Previously, we had shopped around, but a favorable loan rate and loyalty to the company, we chose; Mr Cooper.

We uploaded all the requested documents in a timely manner. (Which many sat in the "In Review" digital box for months) The appraisal on our home was completed on March 2nd. Thereafter, we were conditionally approved.

We found are "first" loan processor, Emily Cleveland, to be unresponsive to our questions. Emails went unanswered for weeks at a time. On or about March, we learned Emily was "no longer with the company." Enter our "second " loan processor, Carolina Aguayo.

We found Carolina to a bit more responsive then Emily. As the journey dragged on, days turned into weeks, weeks turned into months, it seemed the process had stalled. We learned from Carolina there was a issue with the title to our home. We provided a little house history and additional documents and that seem to resolve the title issue. (We never were given an explanation about how the issue was resolved. Though, Carolina told us Mandi Taylor had gone to the Title Company and "argued for us.") Two days letter, we receive a "Notice of Incomplete Application" letter. We reached out to Carolina and she told us to disregard the letter. Thereafter, we sent emails to Carolina inquiring about the status of our loan. We were lucky to receive a reply within a week.

As we entered July, (five months since we began the process) we received/ reviewed and signed off on the Disclosure Documents. A few days later we received a letter notifying us that our loan application had been denied because of; "Credit Application Incomplete. " Speaking with Austin Blackburn, he shared with us he had never seen this before. We spoke to his manager, Eric Rogers, who told us since the appraisal of our home was four months old, (not our fault) it needed to be re-certified. But they couldn't find anyone to do the task! (We live in the San Francisco Bay Area!) So, they sent us the denial letter and closed our file. That's how you treat a existing loyal customer!

I have reviewed them MANY times before; when they were Nationstar, and when they had to change their name to Mr. Cooper, back in 2016.

In March of 2017, a mortgage payment (check) went missing, and they didn't want to hear anything about it - choosing to ding my credit score 100 points and hit me with late fees. Thank God my bank (TD Bank) discovered that my check had been put into one of Mr. Cooper's workers' accounts and cashed. They retrieved my money, even though Mr Cooper denied any knowledge, and, in fact, got quite snotty. It took me going to John Crudele at the New York Sunday Post, with threat of a story about them to get my credit score put back to its pristine 829, and them backing away from the late fees.

I have continued to use checks to pay my mortgage, but have been much more careful, using a special pen, mailing it at the Post Office etc., and I'm VERY pleased I have. One day, a couple of years back, I woke up to the news that Mr. Cooper had been accused of siphoning off many of their clients' bank accounts, overnight, to the tune of 20+ monthly payments. There is still a Class Action lawsuit in place, I believe, for reparation of people's pain and suffering because of this.

Fast forward to June of this year, when I mailed my check, out of State, and it supposedly never reached its destination. When I FINALLY battled through the phone tree that is Mr. Cooper on July 10th, I spoke to a REALLY lovely lady, Patricia, who told me (after consultation with a higher up), "Ms H, we have received a mail piece from you on July 3rd". When I questioned why, being now that it was July 10th, my payment had not gone through, she intimated that they did not have enough people to do the work, and July 4th was a holiday! She also cautioned me to make a payment soon so as not to incur late fees.

Well, said "mail piece" was obviously my check, since I had not sent them anything else, which can only mean one thing (in my eyes). They are holding on to people's check payments so as to make them incur late fees, and/or "force" them to make alternative payment methods. I was forced to stop my check (which cost me $35) and make my payment on line.

This place is the single most disgusting place I have ever encountered, bar NONE. I am just one of many hundreds of thousands of people writing honest 1 star reviews about them, but I have seen them in action first hand, after I reported them in 2017 because of fraud. DO NOT DO BUSINESS WITH THIS PLACE, BY CHOICE. If they have your mortgage, keep an eye on EVERYTHING, get out as soon as you can, and keep copious notes with every interaction. You have been warned!

Ones i m reading the reviews iI see wee all are going trough same issues
Exactly same words i was naming them
THIEVESSS
THEY ARE THERE JUST TRYING TO GET YOUR LAST DROP BLOOD TAKING ADVANTAGE OF PANDEMIC PUT EVERYONEIN THE CORNER AND CHARGING ALL THE EXTRAS HOWEWER THEY CAN STEAL
THEY ARE SCAM FRAUD
THIS COMPONY BE OUT OF BUSINEES AT THIS MOMENT SO NOONE WILL BE GETTING HARM ANY MORE
WHOEVER IS THE OWNER PARTNERS SHOULD BE IN PRISON
WE SHOULD ALL GET TOGETHER TAKE THEM TO COURT MAKE SURE THEY R OUT OF BUSINESS GET THGE HELL OUT OF OUR LIVES
UNBELIEVABLE HOWTHEY CAN ABUSE ALL THESE PANDEMIC CONDITIONS AND DO THEIR MOST ABILITY TO CHARGE EXTRAS THAT WE WONT BE ABLE TO PAYBACK AND LOOISE OUR PROPERTIES
NEVER EVER SEEN ANYTHING LIKE THIS
I WAS GETTING PHONE THREATTINING CALLS WHEN I WAS AT FOREBARANCE EVERY OTHER TIME ONE CALLS SAYS IF U DONT PAY YOUR MORTGAGE WE WILL TAKE YOU TO PRISON
ONE TIME MIAMI NUMBER ONE TIME PHILEDELPHIA NUMBER CONSTANT THREATENING PHONE CALLS
JUST UNBELIAVABLEEEEE
PLS PLS PLS STAY OUT OF DOING ANYTHING TO DO THESE MR COOPER OR VELOCITY
YOU WILL DO BIGGEST FAVOR TO YOUR PROPERTIES