Mr. Cooper

I can't get a human on the phone. They messed something up and I can't pay my mortgage online. I am in an endless loop of speaking to recordings. This can't be legal.

This has been the worst company to ever deal with! Our house caught on fire on Oct 27,2019 while the mortgage was with JP Morgan Chase we sent the insurance check into chase prior to the loan being sold to Mr. Cooper on Dec. 3,2019. Chase sent the funds to this company and now they don't know where the funds are and have us filling out paperwork after paperwork during the whole time interest keeps accruing. Can't get a supervisor on the phone or have one call you back and customer service just likes to punt you to another Dept.

My experience with getting year end tax statements and any other documents from Mr. Cooper has been absolutely horrendous. While the people answering the phone may be helpful, retrieving electronic information is nearly impossible. I would not recommend Mr. Cooper especially for home loans.

I pay my mortgage every other week and each time one of the payments is misapplied to principal only. I must call when I catch the mistake and each time I'm told my hierarchy will be changed. I NEVER is. The customer service reps either don't know what they're talking about or very poorly trained that they mislead their customers giving them bad information knowing there's no accountability. My loan was fine until being sold to Mr Cooper. Avoid if possible.

As long as you're never late it's fine. Was late during the Texas winter storm; electricity went out a LOT with hit or miss internet access when it was on. Called and explained, she was nice, said oh, no problem. So they tacked a late charge to March.

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 originally got my mortgage refinanced through Better Mortgage and they sold it to Mr Cooper. I am really happy with their service as well as transparency of their website. The call wait time for them is also not bad. I can get a whole view of how much loan is pending as well as get an estimate of how early I can pay it off with some extra cash paid every month. After some extra principal payments, I can also see the updated time of my loan early closing. I really wanted to put this review here as I see a lot of negative reviews and somehow I haven't got that kind of experience with them.

My loan from Seterus was bought by Mr. Cooper. In the beginning, we were told that nothing would be changed and our mortagage payment would stay the same.
Nine months later, not by a hard copy letter or email, our payent of $2,809 jumped to $3,091 in auto pay. We called Mr. Cooper a couple of times that day and nothing happened. They
Keep spinning the tale as to why are escrow account was low and we need to add an additional $3,000. They said it was Seterus problem they inherited... not true.
The customer service people are not trained on purpose as to spin people.
I will not allow this to happen. I am thinking about a class action suit...
Any of the people on this site interested? Let me know.

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.

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.

Mr. Cooper purchased out my home loan from my previous lender and my first payment is 12/1. I was looking to refinance, so I reached out to them to see if they could since they already seemingly did the legwork. While they did offer me a better rate, their closing costs were over $10,000! That's insane for someone who already has the loan and it's a refinance. It was over 3 points just to refinance. Safe to say I'm going to my bank that has zero origination costs saving me over $8,000.

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.

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.

We are in the final stage of our 30 year mortgage with less than 5 years to go when CitiMortgage sold our loan to Mr. Cooper.
Mr. Cooper's website does nothing for current mortgage holders. They not only do not have an amortization schedule you can use for your loan on line, They can't even tell you your current payoff month/year with extra principle payments we have already made. I was told that about 6 months before payoff, we will get a letter. Guess by then they have it figured out.
This is basically a payment facility. What a joke.

Pretty terrible customer service. Refused to pay taxes from escrow and, after 3 months of trying to get a response from Mr. Cooper, I just paid out of pocket. They also stuck me with all the late fees. Morons actually sent me a refund check for my escrow over payment. Terrible company that has an apparently completely automated system they cant do anything about.

I have dealt with Nationstar/Mr Cooper for years and never had an issue till now. I've been trying to resolve the non payment of my property taxes from my escrow account since April. Every time I call I get a different person and have to start all over. After several calls and on line chat nobody has done what they promised. I've been passed on to different departments and followed instructions to no avail. I don't know what else to do other than BBB or FTC. Very frustrated and Angry at this point. Nobody acknowledges e mail or responds. Nobody calls back or follows up. I am disgusted.

Never in my life have I dealt with a company and it's employees that screw everything up, can't find previous correspondence, can't and or won't send me verification of conversations & are totally brain dead. The government needs to look at their horrendous history and reviews and take away all of their credentials as bankers & payment collectors. It's like dealing with a Communist organization that does whatever they want to do.
Unfortunately it appears they have government banking connections that they pay off in rubles and under the table benefits. Be sure to document every call with notation of day, date, time if call, person you spoke with, what their exact title is, their company ID # and record all conversations. To sum it up they are a bunch of commie whores.

Seems as if Mr. Cooper is concentrated on the collection 99% and customer service 1%. No wonder ratings are mixed. Customer for years never missed a payment, wanted a pay off figure, they want another 30.00 to fax a pay off. Got on line they want approx 750.00 additional for a payoff above what my last bill is. Not clear at all because they don't break it down. Easy and complete transparency, in this day and age, would be nice.