Mr. Cooper

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

Their customer service is awful. They pretend you can contact them in ways other than by phone but if you do they always tell you to call them anyway so they just waste your time pretending the other methods are viable. Then when you call them, THEY DON'T LISTEN TO YOU. I called with a question. The rep thought she knew what I was asking, cut me off and launched into a script. I tried interjecting repeatedly to tell her that wasn't what I was asking. She essentially told me to shut up so she could finish answering the question I didn't ask. I've never interacted with any customer service that rude or terrible. I wrote a complaint. Mr Cooper replied with a letter telling me they'd investigated the complaint. Their summary of the complaint also revealed they were totally missing the point. Their summary ended with them saying they found the jerk rep who doesn't listen to the CUSTOMER when providing CUSTOMER SERVICE had done nothing wrong. Neither the rep OR the company I complained to about the rep ever bothered to LISTEN TO WHAT I WAS SAYING. This is literally the worst customer service I've ever dealt with. If mortgage rates ever become more favorable than what we have locked in I am 100% REFINANCING JUST SO I CAN STOP GIVING MR COOPER MY MONEY. Also their reps (even the ones that don't overtly not care what you're saying) give you false info. I was told by Mr Cooper that my escrow pmt increased because of insurance. I called the insurance Mr Cooper's claim flat out wasn't true. I hope they go out of business. It defies reason that such a poorly run and managed company should continue to exist.

The worst company with no help at all, when you call them, always "said do it online" no human help.

My problem with Mr. Cooper's incompetence was what should be a simple one. They posted the incorrect (by $7.00 less) than my check was clearly written for, both numerically and in long hand. My next monthly statement indicated my payment was $7.00 more than it should be. After reviewing my cancelled check and my bank statement which indicated the correct amount (as written on the check) was deducted from my account, I thought I'd give them a call and get this problem rectified. BIG MISTAKE.

This is the most incompetent company I have ever dealt with and, as a result, if they can get the payoff amount correct, I am paying off my loan with them next month. First, it took me at least 10 minutes on the "robo merry-go-round" before I could finally get to a "know nothing customer service representative". After I asked for a supervisor (she said they didn't have them... only people that deal with problems that have been escalated to a higher level. After another 10-15 minutes I finally got hold of one and he was more useless than the initial representative. The first gal said they keep copies of the checks, so I knew that they should be able to pull it up and verify the amount was correct and then remove the $7.00 "overdue" charge. No, that would be too easy, if they indeed keep the checks like they said.

Instead, they wanted me to send them a copy of my check AND a copy of my bank statement that showed my bank actually took the correct amount out. I told them that it is not my place to fix their problems and I was not about to send them a copy of my bank statement. They said that was the only way they'd remove that $7.00. After nearly an hour (total) the guy wouldn't allow me to talk to anyone with some authority and that's the way it is.

In summary, if I could, I'd give them a minus 5 but, hopefully, enough people will read all of the negative comments about this company (their rating is a 1 out of 5) and not be foolish enough to do business with them. If they decide to... I wish them luck, because they'll need it..

Don't trust them! Mr. Cooper purchased my loan in September of 2021. From September through November they did not have my account set up due to pending paperwork from my previous loan provider. Even though this was the case, I made sure to make my mortgage payments to them each month. I have the bank statements to prove that my payments went to Mr. Cooper (this information has also been provided to them). In October of 2022, I tried to get a Home Equity Loan with Discover. My loan was completely processed in underwriting and just needed the Mortgage Verification from Mr. Cooper. When they filled it out, they put that September was not "N/A", October was 60 days delinquent and November was 30 days delinquent. My payment was never late to Mr. Cooper or my previous mortgage company. I was never and have never been delinquent. They have refused to remedy the situation by simply sending a letter acknowledging their mistake to Discover. My loan has been closed with Discover due to their inaccurate reporting, which they admit was never even reported to credit agencies because it wasn't true. I desperately needed to pull equity from my home to make it in this current economy. This has greatly affected my life financially. I have no faith in Mr. Cooper to accept my payments, record them accurately, or even do business in good faith. I couldn't be more disappointed in a company for their total lack of concern for their customer. I made my payments, I've covered my track with a paper trail of proof and they were still able to do this to me. Shame on them. I will not stop telling everyone I know, leaving reviews everywhere I can, and emailing any "important" person at Mr. Cooper.

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

I would give them a negative 5 stars if I could. My first dispute with them arose from a bankruptcy where we included them in the bankruptcy notification stating that it was our intention to repay the mortgage. They conveniently lost this paperwork and never corrected it. Our mortgage continued to show as "in bankruptcy" for years and they refused to correct it, which lowered our credit rating.
Next, we needed to get a countersignature on an insurance claim check. Even though they have headquarters in Dallas, which is where we live, they insisted that we MAIL the $17,000 check to them to countersign, and they would then mail it back, and refused to overnight it or pay even for a signature or tracking. AFter two weeks, the check still hadn't arrived and I called to track it down. It turned out that they sent the check to an address where we hadn't lived in three years. The had the correct address, though, because all their other correspondence came to the right address. But they said that was a "different department."? What? In this day and age they don't have one database of all their customers? Eventually the check was returned to them undeliverable and they again sent it to us, almost a month after we sent it to them to sign.
When it came time to sell the house, they lost the paperwork for providing our title company a payoff statement, so we had to do send it again. Every time I called about an issue, I talked to someone different who didn't know anything about the history of the issue so I had to explain it all again.
These were just a few of the issues I ran into. But I am getting a headache just thinking about them so I'll stop here.
I do NOT recommend working with this company!

Employee's have no idea what there talking and and gave my ex girlfriend all my bank info routing number account number and all

Impossible to talk to a real person! Get nothing but automated, never could get a real person to answer my question.

So sad that foreign customer service is better than domestic customer service. Completely useless customer service.

No way to get a live person. Ever wonder why there are t any reviews on FB? That should tell you something.

Avoid at all cost. It is absolutely not an "Upgraded" mortgage experience as they advertise. Horrible