Mr. Cooper

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.

I asked Mr. Cooper to re evaluate my PMI insurance. I received a letter congratulating me that I did not have to pay PMI insurance anymore and when I called the company I was told it was a mistake and that there was nothing they could do. I Ifeel that they need to correct their mistake and pay whatever is necessary for my PMI to go away. Now they have given me to amounts one of which was $3000 what of which was $5000 a little bit different and nobody seems to really know what they're doing. RUN from this company do not work with them do not talk to them they are the worst.

Want to submit an extra principal payment? Too bad. It'll get applied as a normal monthly payment anyway, despite your clear selection of "extra principal" on the web site.

I don't foresee this company going very far - if they don't file bankruptcy in the next year - I'd be surprised, these guys are vampires and not even good at it.

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…..

My lender sold loan to this company I did not select them at all. If you make phone payments they charge you $20/pymt. I wanted to set up auto withdrawal biweekly & they told me make extra month payment & fill out form. Easy! No. They charged me $20 for phone payment then get my form & do not read it. I put down half my mortgage payment plus extra to pay my loan off in half they time. They will not do extra payment. Wtf. Then they also want $3/biweekly payment. Customer service takes forever to get ahold of & can not fix their issues. I need to fill out another form. I have never had any issues with any other mortgage company before dealing with this greedy BS company!

I paid off my loan and only the principal shows online. I called to see when they would process the refunded amount because the payoff amount was over inflated. Come to find out the phone number is an automated system that transfers you 8 times and you end up in a voice mail box that is full and almost impossible to get to a human being. After 10 tries I responded to the first question, but after that every question I enter 0, and finally got to a service rep. If you have a choice of service providers DO NOT CHOSE MR. COOPER!
YOU WILL REGRET IT AT SOMETIME.

My mortgage was taken over by Mr. Cooper. I wanted to move from a 30 year to a 15 year mortgage. We are now 91 days in and they still do not have the paperwork complete. Turn and run, run fast.

This company deployed their IT to hack and monitor my home computer and cell phone after I recorded one of their agents and 'team manager' being rude and abusive and making threats. Apparently, they sent packets to my devices for me to download so that they can use them to gain access to my devices in their effort to retrieve or destroy evidence. This discovery was made this past week after an extensive investigation by cyber security experts and law enforcement. This is going to be big news after the investigation is competed. How low can they go? I wonder how many others they have treated this way?

I was only trying to refinance my property after they bought it from another bank some eight years ago. They were apparently not too happy about that even though I have excellent payment record and excellent credit report. Please stay away from this company. They don't wish anyone any good. It is all about the profit margin for them at the expense of homeowners who are dully paying their mortgage and are looking to lower their interest rate.

Mr Cooper purchased my Mortgage from the preferred lender of my builder about three months after we closed. I have gone three years with no late payments and everything was ok. Then the global pandemic hits and I lost my income for 12 weeks like most of the country. After days of trying to reach some one, yes they automated system either said the were busy and hung up or you waited for at least over 3-4 hours to talk to someone.
With that said the only help they will give you is 3 months of forbearance, then you have to pay the full amount. How is that helpful?
Since then they have also been changing the wording on there site to make it seem a little more helpful, but it's the same response. They added a grey area of "might" be able to move payments till the end of the term, but that's after you have applied, and all your equity is in there hands.
Beware of any of this, switch lenders if u can, if not try and find another way away from this company. They are looking to capitalize in people's time of need like in 2008.

After having my loan transferred without my knowledge or consent I was forced to register with Mr. Cooper. With help from one of their agents I registered and set up auto pay. I informed the agent the existing mortgage company had already drafted my payment for December and did not want another one taken this month. Well that is exactly what happened. In my effort to have the payment returned I was told that Mr. Cooper was not at fault and I would have to wait for the other mortgage company to reimburse me, 5-7 business days. I don't know about anyone else but I can't afford two Mortgage payments in a month. Now I set in overdraft, other bills coming due. I was told basically, too bad. I had to get very stern and point out it is in fact Mr. Cooper's fault and I should not be the one scrambling to cover their incompetence. After a very contentious conversation I was finally told they would make the reimbursement tomorrow. We will see. The practice of transferring(selling) ones mortgage without consent can not be in the best interest of the borrower and certainly should not just be sprung on you by email. I guess that is what we get when banks pay off our members of Congress so they can do what ever they want to us. This practice is certainly not in alignment with consumers protection. I will write my congressmen immediately.

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.

In light, of the devastation occurring from COVID-19 AKA Coronavirus. MR COOPER formerly Nation star mortgage only will give you an option of forbearance. In a nutshell, I can reduce or eliminate my mortgage up to 6 months. When that time is over I have to pay my regular amount and create a payment plan to catch up on all the amounts I missed during the forbearance period. My mortgage is high enough I don't need to increase how much I'm paying to catch up. Its a debt snowball and a slippery slope waiting to happen, or serious financial hardship. I will just use my IRA to pay my mortgage since I won't be penalized by the government for tapping into the funds.

This is a very unprofessional company that did nothing but cost me money when I was trying to refinance in order to save money. They do not communicate at all throughout the process and when they did they lied and told me everything was fine and I didn't have to pay the bill or house payment that I was refinancing ultimately causing me to get further in debt. Rosio and Filza are complete idiots and have no idea what they are doing... Making promises that they have no idea are true. If I was as unprofessional as them I wouldn't have a job at all!

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!

I own 11 properties and have had experience with working with over 25 mortgage companies. Mr Cooper is BY FAR THE WORST and there is no one in their league. Customer service wait times are often over 30 minutes, and the people hired are so poorly trained that you can NEVER trust you are given the correct information. I attempted to increase what I pay each month on auto pay and they are just too incompetent to know how to advise me to do anything. They ruined my credit because they screwed up papers they told me they received and laterr said they didnt get on time.