Mr. Cooper

NOT AT ALL WHAT THEY ARE MARKETING

Mr Cooper make a big deal of marketing: "The new name reflects our ongoing transformation into a more "human" home loan company one that's committed to developing a personal relationship with every homeowner we serve."

From this experience I am having, nothing is further removed from the truth than the above statement. I read the many complaints on this page and have pretty much had the same experiences with Mr Cooper.

I have always made my payments on time, by using an automated payment every month end from my bank. Yesterday I happened to sign into my Mr Cooper account online for the first time in a long time and noticed in horror that the account showed a past due amount of in excess of two months' payments. I looked at the payments history tab and noticed that for some reason my March 30, 2018 payment was applied by Mr Cooper to principal and the April 30, 2018 payment was not applied at all and showed as unapplied. I phoned Mr Cooper and after a long wait period spoke to an agent. She explained my payment changed - that was why they did not apply the payments. I told her I never received a notification of the increased payment but would make the payments of two times the minor shortfall immediately. I expressed my concern that because Mr Cooper did not apply the regular timely payments, and they should have, Mr Cooper would report a past due amount on my credit report. She assured me that would not happen and she would correct the payments.

I tried to pay the changed amount via the Mr Cooper site and it would only allow me to pay it once, because when I tried to pay again it said it was a duplicate payment. I did that one payment via the site and then immediately paid it again, being two times the one month shortfall, from my bank's site.

This morning, the Mr Cooper system still showed my May amount due. I again phoned, finally spoke to an agent after a long wait and she could not even see what happened. I asked to speak to a supervisor, Alex, who after an even longer wait, told me the corrections take 24 to 48 hours to show. I again expressed my concern about reporting my payments as past due and Alex told me Mr Cooper did report my payments as past due. I expressed my horror about that and Alex responded by saying my amounts paid were not correct, they informed me via e-mail and it was my fault.

I find this situation totally unacceptable and certainly not what Mr Cooper is marketing and advocating in their above quoted statement.

Mr Cooper is only trying to have "their backsides covered" because they sent me an e-mail notice that I never received, yet has no sympathy or even take corrective action for their own mistakes. That is not the way to treat a very loyal customer in this manner that has very serious consequences on credit reports.

they keep calling my work # even though I never provided that # in my loan information from citimortgage. I requested Mr Cooper to drop my work # and call me on # I provided. Still they call work #. I am planning to refi but not with this company. How can you do business when they cannot follow simple instructions

Hi, I am currently having a horrible experience with this company's Loss Draft Department! Our home had an explosion and we are trying to fix it. When we received our funds , we endorsed and sent it to the Loss Draft Department on 4/5/2018. I have been calling the Loss Draft Department everyday since. After a few weeks had passed, I called about the rest of the funds. I was told by Gloria Brown that "we needed a list of supplies with a header of the store I was using for purchase and a letter of self repair" Okay done. A few more days went by, I didn't hear from them nor did I receive my check. So, I called again, spoke with Marquetta Wedlow. Marquetta explained the rules and proceed to ask for the "the list of supplies" I explained I sent it already. She said "I Don't see it in the system could you send it to me." I sent the list of supplies to her email with the header (again) along with some other paperwork needed (again) which then I received an email letting me know the information sent was approved and my funds would be released. I waited another few days and called and spoke with Rapheal, which said "the funds are being processed and will be released once they hit the escrow account. I waited and waited and no funds to finish my home. I call back a few days later and spoke with Julia, the worst of all! She tells me" the funds cannot be released until I have an inspection" . She proceeded to tell me "I needed to come out of pocket with the money to finish the rest of my property." Also, the paperwork I sent to Marquetta Wedlow she did not see in the computer and how I couldn't have sent it because it's not there. Also, tried to catch me in lies about the self repair by asking me more than what she needed to know about my personals! It seemed she actually enjoyed making me upset So I sent it to Julia's email! AGAIN! "oh someone must not have put it in the system" - Julia. She also proceeded to play word games with the paperwork NOT being there and IS there with laughter at my anxiety and stress over this. I now tell Julia I am ready for the inspection which she proceeds to type up, so I thought. Later that day, I receive a call for Gloria Brown, the funds processor, asking me to call her. She explains the rules and how I am now in a monitored process because the funds are over 20k. She then ask for receipts of the repairs. I send Gloria everything she asked for hoping to get my funds released. The receipts clearly show the money went to repairs. She the tells me " I need an inspection before any more funds can be released and to wait for a call within 72 hours." I thought Julia put in for the inspection?? Julia didn't put in for the inspection. Julia put, "Customer request an inspection" with no name or number of a company. So, Gloria proceeds to put in again for an inspection.Guess what? No call within 72 hours from an inspector. I call Gloria back to tell her I hadn't heard from an inspector and ask to speak with her boss after calling corporate. Corporate said they could do anything about them releasing my funds and explained how I needed to tell them this inspection needed to happen ASAP!!! I asked for the number for the inspection company myself. Gloria said, "she couldn't give me that information because she needed to see what supervisor was going to call her back first since she has escalated it and to wait." I wait and a guy named Nick called saying" he's the guy who sets up the inspection and I should be hearing from an inspection company today, if not, call him back first thing in the morning." I waited, No call from an inspector. I call Nick back the next day to let him know I have not heard from the inspector. Nick tells me, " he's been getting calls customers in this area who have complained about the same thing as well and he will be looking for another inspection company to send out and I should wait a few more days." REALLY??!?!?!?!?! It's been over a month and we haven't received our funds. I keep getting the run around from the Loss Draft Department including my calls being hung up several times and sent straight to a voicemail box. I believe this Loss Draft Department does not have an inspection company at all at this time this is why I am getting the run around. This is not our fault and my home cannot be fully repaired because they messed up!! This needs to be rectified immediately! I am now down to talking to Nick is currently looking for another inspection company before this mortgage company releases my funds they are holding hostage. I am calling the news about this!!! This has been too long!!! They act like they don't care because they have a home to go to, they're getting they're paychecks, and they don't have contractors at their throat for money either or a home that is in desperate need of repair! As soon as we can refinance we will and get out of this mess with this company! I just want to fix my home and get back to normal.

This company bought my mortgage and promptly told me I was 30 days late on my payments (impossible I send automatically from "Bill Pay" ) Then told me I was going to have my payment increased to almost double to make up for back escrow.LOL they only pay my homeowners , I have NO taxes. They told me to send them verification of that. I said no you bought the loan get the correct info from the sale, or contact the tax office NOT MY JOB. The coustomer rep was angry, I was not I simply refused to do their job based on the Stupid rep's attitude. Anymore *** and I'll refinance and file a class action suite if possible.

I refinanced my current mortgage and I must say, Kathleen *** and Ryann *** are the best at what they do. I began the process early in April and it was completed by the end of the month. I've been with Nationstar and now Mr. Cooper and have had no issues whatsoever. I would recommend them to anyone looking for a home loan or refi loan. As long as the customer has their documents and finances in order. Mr. Cooper will make the process simple and effortless.

Run do not walk away from these folks. Report you late even when you are not. Will endeavor to ruin your credit and at the same time send you offers to give you a great new loan at believe it or not a higher rate. That way only they will know you pay on time while doing there best to damage your credit. One of the worst companies you can deal with.

My experience with working the Pacific Union Financial was a nightmare. My boyfriend and I were working with Pacific union to purchase our first home. We worked for years to save money, improve our credit scores, and were in good standing to buy a home. We were approved for a certain amount and were told we were good to start looking for homes and/or making offers and we were told what price range we needed to stay in for taxes, escrow , insurance etc. Everything was all squared away, our fourth offer was accepted and we found our dream home. Our loan officer 'Brian *** and the Plymouth, Minnesota location told us, "you guys are good to go to keep your original closing date from the first offer if you would like?" we were constantly in communication with brian and brian was also in constant communication with our realtor whom he would relay that there would be NO issues and we were still good to close. It wasn't until 7 days before closing which we started to experience problems with Brian and Pacific Union. Prior to our appraisal we had asked brian to communicate with us when it would be, and to let us know so we had the funds on the Credit card that was provided. It wasn't until a random lady who worked for the company called us to tell us "everything looks good to go! appraisal was done". this was just the beginning of being left in the dark and the no communication. This lady also told us, who we came to find out was name Janice Thorau stated that the underwriter was beginning to work on our paperwork and she was having some issues with our debt to income ratio but that we should be good to go. It wasn't until THE DAY BEFORE CLOSING the calls began to come in. Brian was asking us questions about our employment ( employment that has not changed for either of us for over 2 years ) and about our finances. Brian was asking us to resubmit things, and making requests like we needed to pay off our cars if we wanted to close on our house. We were increasingly frustrated, who wouldn't be? how do you find out the day before your going to close on your house that my $280 a month car payment was too much for the debt to income ratio... we had continued to ask brian how is this just coming about? why is this NOW an issue? and he was unable to provide us with answers only stating "I'm just as frustrated as you its the underwriters problem.. shes giving me ***" without taking any accountability that he was unable to be reached by phone for over a week, and the fact that employment and finances have not changed withmy boyfriend or myself in over 2 years so this should not be a shock or a surprise to us the day before closing. *** suggested fraud and mentioned, "oh just have your parents take your loan in their name .. then switch it back when you close" as if it was just as easy as writing someone a check.. This is a very big process in which your family would need to apply for an auto loan , hope they are approved, then change the title over and buy your car. This process can take almost 3 weeks after consulting with a bank to determine how we would even go about doing this. My parents eventually had to take out a private loan and buy my car. We were told that once this was paid off nothing would be in our way and we would be good to go. The car is paid off, we officially have done everything Brian has asked of us and Brian would continue to come back with MORE things we needed to provided. During this back and forth process we had to move our closing date FOUR times. The sellers were becoming anxious and scared that this sale was going to fall through, and we were losing sleep over the fact that we could possibly lose our house. A house in which we had put earnest money down to show we were good for it, and we were completely packed ready to move in as we were supposed to close and we were told we would be good to close. Eventually Brian stopped answering any of our calls , questions, texts. he would have an excuse or someone to blame for everything, "it's my daughters birthday" "I'm sick" "I'm in Disney" we were growing increasingly frustrated left in the dark and we waited day by day upon waiting for him to ask for more from us. Eventually brian started having us answer to Janice Thorau who became the only person we were only EVER able to get ahold of. We were consistently being told , "okay we should be good now" then the next day we would have calls and emails of more things we needed to provide to them in order to close. We would be told by brian we didn't need specific documentation, and then Janice would call saying we needed to provide it. Constant lack of communication in their part. We were already so deep into the process we would be unable to apply for a new loan elsewhere, and still hope to have our house because the sellers were sending updated ammendments out of fear for how much back and forth Brian was causing for us. AWFUL company!

4/17/18 I have a current loan with Mr. Cooper aka Nationwide. I received a call soliciting my husband and I refinance our current loan. I told them No, I did not want to refinance my current loan.
Mr. Cooper aka Nationwide called a second time several weeks later Please be aware that you can tell them you are not interested and they will keep calling to solicit refinancing of your loan. Please beware of Mr. Cooper aka Nationwide repeated harassing you to refinance your home loan. Today, I have sent them via mail a request not to call any of our phone numbers with solicitation requests to refinance. I also requested they opt out of sharing my information with others.

After almost years with Nationstar with no issues, my VA loan was sold to Mr. Cooper. January 2018 Mr. Cooper applied my entire payment to principal and told the credit bureau I was 30 days late.In February they sent me a letter that they were going to start foreclosure on my property. In March I received a letter saying the extra money I put toward principle every month would be placed in an unsigned account. April I found out my credit score dropped 60 points because of their mistake. I do not like doing business with Mr. Cooper.

I paid off my home loan 4 weeks ago and still haven't gotten any documentation from Mr. Cooper saying its paid off.

Horrible company. Absolutely hard to deal with. Not professional.

Mr Cooper was informed that there was an information breech and that unauthorized individuals were given access to my personal information and information about the account. They refused to make any changes to restrict access.

Our VA loan was sold to Mr. Cooper in December, in March I received 2 letters in one day. The first refunding me a large portion of my escrow account and miscalculating my monthly payment by over $400 so that at the end of the year my property taxes would not be paid. The second letter was informing me that they had sold the loan to another servicer with the incorrect loan payment amount. They had my loan for 4 months. Now, not only am I paying to little but I have to resolve this payment issue with the new company; in addition to trying to get payments set up again. If I had the choice I would have never used this company. Shady business name, incompetent staff.

The Company Mr Cooper formally Nationstar are not honest and lack integrity. During Hurricane Irma we were told that we were in the zipcode that would qualify for assistance. I was asked what I could pay for a three month period and the balance would be placed at the end of the loan. Mind you, during this process. I called the company several time inquiring about the loan modification and the status; is there anything further we needed to do to make the process go smoothly. The answer was always no, I would be contacted once the review was completed. Finally after about 2 months, I received an email that my request was DENIED.
I called MrCooper and was told that the investors determined that they could not take on the responsibility of all the loans that had been effected, thus what was PROMISED would not be considered. I was offered a short sell option. I was told that I would have to pay three months and add the other two months into the next three payments...REALLY!!!! This matter could force us into foreclosure...Is that what they were really looking to do anyway?
I share this because the information provided by Mr Cooper was not only MISLEADING but a flat out LIE. An apology won't do it. Rip off! Dishonest! Shysters! Flat out LIARS!

This companies employees are the worse people I have talked to or lack off talking. Every rep. says something different and they don't care at all. The commercial on tv is false, they are NOT helpful or friendly. BS. They force insurance and taxes when not even due. They block payments screen so you have no idea what to pay and charges for fees that are just made up. Bunch of crooks. I am getting an attorney to go after them.

They took over my mortgage a year ago. And every week it seems they cold call me with callers that sound like they're overseas. They are trying to tempt me to refinance my mortgage. Every time I tell them to stop calling and every time they say they will. They don't. So now I resort to toying with them. I tell them I am really they called and I want to talk about my new mortgage. But I don't do business over the phone. They have to come to my house to discuss it. That doesn't go down well with them. So if value your free time, don't like getting pestered endlessly, then DO NOT do business with Mr. Cooper. They're bad people.

Mr. Cooper Mortgage Company:
I wish there was an option for zero stars. The ABSOLUTE WORST customer service I've EVER experienced. I was on the phone for 49 minutes...asked to speak to a manager. Kept holding until I finally said I was going to call the Revdex.com, then a manager was on the phone within seconds. Said she would send me a email confirmation of my principal payment as soon as we hung up. That was six hours ago. I had already made a principal payment an hour earlier, but they applied in wrong, so I had to call them so that they could correct their mistake. They said I have to make two more calls to them to resolve my issue - said they couldn't help at all because it was two different departments. They did not offer to help even after multiple phone calls to them. They charged me $125 for a BPO that I never had. Then the agent said they refunded ME the $125 last November. Never received it. Then the manager said no, they did not send me the $125, they sent it to the realtor. Right hand doesn't know what the left is doing. They are complete IS. Don't even consider getting a mortgage with them. They are crooks. Pay very close attention to your account.

How does this company have an A- review with 86% Negative encounters......?

I reached out to their customer service regarding an issue I was having with my loan. Their "secure email portal" broke, and now I cannot communicate with them. I emailed a generic customer service email on their website and informed them of the issue and asked them to fix it. 48 hours later, I have heard nothing from their team and the issue is not resolved. Homeowners like myself deserve a responsive customer service team who is committed to troubleshooting technology issues sooner versus later. Mr. Cooper has been very disappointing, and my loan issue is still ongoing.

Yes Nationstar Mortgage now trying to throw the dogs off by changing their name to Mr.Cooper is a fraudulent service company posing as a Mortgage Company! I guess the name Mr. Hitler was taken. These ss are good at screwing people but haven't a clue in regards to customer service or mortgages. Unfortunately for me this company purchased my mortgage from my original company. Mind you I've had 4 homes and several Mortgage Companies and never had a single issue with any of them. With these ss they were a thorn in my side the moment they took over. They have been an unneeded ongoing source of anxiety and stress for my wife and I for 6 years now. I tried twice to get refinanced by a real company and both times they refused to get the paper work requested by both Mortgage Companies in a timely fashion and I missed out both times. They are nothing but a lying cheating company. I urge anyone buying a home to run as fast as you can from these mns if they are involved. Call any deal you have going with them off trust me! And if you have a mortgage already and you find out these jerks have purchased it immediately go to a reputable Mortgage Company and get out of it A.S.A.P. If you do not want to be a prisoner of Nationstar (Mr.Cooper) then heed my warning. They change names whenever the heat gets too hot and these asshat's are on fire! Google them. They have more complaints and lawsuits against them than you can count! It amazes me that they are even allowed to continue committing these crimes and still be allowed to stay in business. Corruption at it'
s finest. I hope this helps some of you out....And why isn't there a -Star I can select because just Negative is too high of a rating for them?