Mr. Cooper

Constantly being called concerning remortgaging my property. When I said I was not interested got bombarded with statements I was late with my tax payments, incorrectly.
Mr Cooper set up an escrow account without my knowledge wanting an additional $200 more a month.

Requested copies of payments for past taxes made by Mr. Cooper which in checking with current tax collectors nothing is late or due at this time. Still have not received any paperwork(going on 3 months)
Now being threatened with foreclosure.

Can not get a straight answer from anyone that has contacted me.

My house was destroyed by a hurricane 9 months ago. If that isn't bad enough, Mr. Cooper is making recovering from this HARDER on my family and I! Insurance has sent money to pay for the rebuild. As Mr. Cooper is the main lender for the house, they are holding the funds from me. Upwards of $30,000 currently. My insurance company approved me to take on multiple elements of the rebuild because my general contractor and ALL general contractors in the area for that matter are too backed up. Insurance company then sent Mr. Cooper $21,000 for the projects that include a new HVAC and new windows. I have paid out of pocket for these items (As per agreement with insurance!!!!!!). Now Mr. Cooper is holding that money of mine until they feel like they want to pay it. I've sent paid invoices, pics of the work, emails from the insurance company and called them many times. All efforts are useless.

Sadly, they have no sympathy for A CUSTOMER who's house is destroyed and they have no idea who inside their organization is in charge of what! One person I spoke to was a "Manager". She made it sound like she understood our predicament and was going to handle it. But the next call I received, the person had no idea what was going on and put us back at square one.

So then I asked for a 90% inspection so that we can at least move that forward. The representative on the phone counted out 6 business days and let me know "if you don't hear from us by next Wednesday, give us a call back and we'll see if we can get someone lined up". Like she was planning on the failure of their companies inspection.

I pay for my insurance. I pay for it monthly! Mr. Cooper DOES NOT pay my home insurance. Why they feel they are entitled to hold my insurance money that I pay for is beyond me.

As I rebuild my house, I've dealt with many things, contractors, city permits, insurance, adjusters, landscapers, builders, dumpster companies, frustrated neighbors, etc. All have been more helpful and more professional than Mr. Cooper. I hope that they learn from this negative experience.

Mr Cooper foreclosed on the home that I have been living there for 23 years. They said that I default on my loan even though that I provided proof of payments. I have my three young grandchildren living with me ages 18 months, 5 and 10 years old. This is so sad, they did their best to kick me out of the house that I built 23 years ago.

This company customer service line was rude. The operator sounded like she was annoyed to be answering the phone. When asked a question about my payoff and fees that were applied, she was unwilling to even listen to the request for information, and immediately began with an attitude telling me that I had to pay fees without explanation. When I asked to speak to a supervisor, she placed me on hold for over 30 minutes. This is the worst mortgage company I have ever dealt with. The operators have never been pleasant or helpful. This is why I closed my account.

Mr. Cooper absolutely is clueless on their responsibilities or customer service. I had to get the CFPB involved just to get a straight answer to find out how much my payments were. Then they try to say I must give them a final payoff because my loan had reached maturity at the point of my final interest bearing amount. An amount I had not yet paid. Then when I paid it, THEY WOULD NOT CREDIT IT as a payment.
I'm just guessing that this is to create a situation where I am in default. I sent in the payoff on the quote I got from them and also sent a copy of the quote to the CFPB, telling them I was concerned that they would be holding the $1900 they have of mine on hand and not refunding it.
This company is a total foul up. I've had nothing but problems with them since hurricane Michael.

I would give negative stars if that was an option. My mortgage was sold to them in March, so my first month payment was in April. I was excited at first after seeing how detailed their app was; now I know that's the ONLY good thing they have going for them.
I set up auto-payments to go out on the 1st of every month, well, in April they took a payment out on the first then another full payment on the second. When I called them to have it corrected, they blamed me and told me I had to fix the issue with my bank via a stop payment. So, I stupidly did. Then they charged me a reversal fee. Now they are refusing to take payments from my bank. So every month I make my payment and then have to call them to get them to accept it.
Most recently I made a half payment (not a principal only payment) they again rejected it and blamed my bank, then when my bank resent it to them they applied it solely to my principal.
They are incredibly rude, and don't listen, I have had to explain my situation to multiple people, and when I ask to speak to a supervisor, they always refuse.
Currently shopping around to get my mortgage transferred to another lender.

I don't understand all the bad reviews our mortgage switched to this company many many months ago and we've had nothing but amazing customer service and very knowledgeable mortgage staff eveytime we've called. Their app is phenomenal so easy to read and navigate I love it ! Keep up the good work Mr.Cooper !

I am an insurance agent. I have a customer that has NationStar as an escrow account manager. For three years I have been trying to get them to send escrow checks for properties I have insured for my customer. I have uploaded, faxed, emailed and mailed everything that has been asked of me in order to get checks made payable to the correct place. Each year I spend 3-6 weeks trying to get it correct. I am always assured that it is fixed, only to have the checks arrive incorrectly payable to the wrong people. This screws up my customer's escrow account and put him at risk with his with property because most of the time the checks arrive a week to two weeks after the renewal date. The accounts are usually reinstated once payment is received, but the very property that they call dozens of times to ensure the mortgagee clause is correct on, they allow to go without insurance for one or two weeks because they can't seem to get the escrow checks out early enough to make it prior to expiration. They receive the renewal notices at least 30 days in advance. I deal with dozens of loan companies, banks and mortgage companies. This is the only one that I have had these issues with. Mr. Cooper apparently has a lot of incompetent employees. I am told checks are overnighted and yet they don't arrive for a week. I am "guaranteed" everything has been fixed and then receive checks that are made payable to the wrong people. I have hundreds of customers and yet I have spent more time trying to get this correct for one customer than I spend of half of the customers on my books simply because of the incompetence of this company. Three years!!!! This is unacceptable business practice. I honestly don't know how they stay in business. I have urged my customer to move his loans to someone else.

Mr. COOPER reached out to me to gauge my interest in a cash refinance option. After speaking with my family about it, I decided to proceed with giving them my information along with my wife's information. Since then, the individual who originally contacted us never reached out to us again. I've left several messages and emails, but no response. Very poor customer service, very shady events as to how they quickly took my information but never gave a courteousy call back.

To make matters worse, I called again to speak to another person about the cash out refinance, and how I was disappointed with the first agent. The second person stated he would call me back, and to this day he has not called back.

I think I'm going to tell everyone to stay away from this company..I'll definitely be shopping around soon. Very disappointed about this company and their poor customer service.

No clue where to start, sold a property lawyer got the payoff . Closed on the property 2 days later get a different payoff yes 2 days after closing , I called and they said the first payoff quote was the right on, 3 weeks later I check my account and it has all the payoff money sitting unapplied, so I call again they said that I owe more that they paid property taxes and I would need a new payoff quote and that would be another $ 25 and after that they could tell me how much more I owed! I feel like they scammed me and it was there fault and holding my account hostage this is 3 weeks after the property sold and all papers recorded in court house beyond *** off, also the payoff was wired overnight to them and they say they didn't get it till 9 days later so I owe more interest now! They need investigated

Tried to get pay off of my mtg. Also tried to get, how much interest will I save if I pay off now instead of 15 yrs?
Well they say I have 23 yrs left to pay.
Overlooking that error first woman says she lol times my Bal owed by 4.75% lol. Gets a sum of $3000. Of course that's ridiculous do I get Sandy in AZ who initially tells lets multiply interest I pd this year by 2 she comes up w $5000 savings Over 23 YEARS!
I say this is ridiculous, she's very snippy to me says they don't have software to figure out. Waaaat? Ur a mtg co/broker. She says several times I'm asking a VERY UNUSUAL question!
Seriously no one in the USA ever paid a mtg off early to save $100,000's???
Not at Mr Cooper just outrageous she is snail mailing me an estimate of my payoff only SMH it's like I was speaking to a nasty teenager ZERO stars!

They miscalculated my escrow twice. Causing me to have a larger house payment. I am on a fixed income and that put a hardship on me. They misapplied my mortgage payments. I had Jan 2019 as not paid . I paid not it was in suspense. Finally got it applied. Was told my bankruptcy department to pay only part of my mortgage and they would pay the rest because they had over 900.00 of my money being held until my bankruptcy is over. She never applied the amount she said she would. Do my partial payment she told me she would show paid. It was not paid toward my house payment. Per call to another bankruptcy employee found all the errors and saw how she took my payment along with all my mentioned errors . He said he would email his manager and his manager would contact her manager and make it right for me. He said someone would call me and advise of the outcome. I told him o wanted it in writing and he said they did not ever answer in writing. When I ask his name he could only give me his first name and initial of his last name. I do not trust them. Plus I am paying mortgage insurance. It was suppose to stop before they received my mortgage from *** I was told they wouldn't cancel it until September. I was never given a copy of my escrow account. I am not allowed to see it are pay extra on it because I filed bankruptcy . I hate this company. I see other states have a class action lawsuits on Mr Cooper/Nation star.

Been waiting for a wire transfer for 4 days for my escrow balance that its owed to me after I sold my home. Everytime I called I get a different answer. To get funds from you they don't wait or you get fines but when is their time to pay the hold your funds even after explaining that I had an emergency with my little kids. Horrible customer care.

Very incompetent customer service! I requested a mortgage payoff balance on April 11th 2019. I had the funds in my bank account and wanted to take care of it same day. I was told the only way I could receive the payoff balance was through fax or mail. I told them I did not have a fax machine to mail me the payoff balance. After waiting for more than 2 weeks to receive the payoff balance my wife grew impatient and on May 1st sent in $116,659 the amount that was on our last balance statement. On May 3rd we finally received the payoff balance of $118,238 in the mail and we were $1,579 short from what we sent in on May 1st so we sent in the $1579 on May 3rd assuming we would be good. They applied the $1579 to my account from May 3rd but not the $116,659 on May 1st. I received a letter on May 11th staying they rejected the $116,659 check. I called on May 13th to find out why and they said the payoff balance was not in full and was only good till April 16th. I asked how that was possible since I didn't receive the letter till May 3rd? He said I received an email and on line statement. It turns out they had the wrong email address and I've never logged into my online account. I said this would have all been nice to know when I first requested the payoff balance that online and email was an option not just fax and snail mail....
I now have a new payoff balance of 118,102 so I'm out $1,443 when you consider the $1,579 they applied to my loan on May 1st. Very frustrating and costly experience.

Unreliable, communication is below average & not helpful to customers. Our loan was sold to them, we did not choose their comp. We repeatedly called to set up auto pay & pay our mortgage & were repeatedly told we weren't in their syst. Then when auto pay is being set up, i'm told to make may pymt & auto will start June. Today they asked me if there's any reaso why weren't paying mthly. Told me April pymt denied bcuz bank acct froze! 30 yrs with this bank,Never has & never will be! I could go on, but suffice to say $2,176.57 later, it's supposedly fixed! Needless to say, I have trust issues. Not a good start!

We are working with a client who has Mr. Cooper for their mortgage company and they have been the hardest to work with. Their mortgage was sold to Mr. Cooper and in that time there is a late payment showing up on their credit report which is not correct. Credco the (the credit agency) needs a letter from Mr. Cooper stating the clients payment was made on time and that Credco can adjust the report to show the payment was made on time. it has been 36 days and Mr. Cooper still has not provided the letter after multiple calls (on hold for hours) multiple faxes and emails. They have only provided a statement that shows the payment was made and we have explained to them multiple times what Credco needs. Horrible customer service with weeks of no response, these poor clients cant even refinance out of this mess and move on with their lives until Mr. Cooper gets us what we need!

I'd like to leave 0 stars. This company has been a nightmare since my mortgage was sold to them almost two years ago. The latest and greatest display of dishonesty and incompetency is that they sent me a letter last week stating that I don't have Homeowner's Insurance on the property, so I had the insurance company send them proof of insurance, and that it had already been paid in full for the year. Then a week later, I get an email that they have paid the insurance to the insurance company out of my escrow, which now has a negative balance of $350. When I called, nobody could explain to me why a second payment was made from my escrow without first informing me, and then proceeded to tell me that they couldn't stop the payment because it went in a lump sum with other people's payments to the insurance company. I have to wait almost a month at minimum for this payment to clear the insurance company, be issued a refund check, and then deposit it myself back into my escrow to resolve the problem. And that is if all goes according to the time frame someone rattled off. Throw in that I have a mailing address that is separate from the property address as listed on the tax map (it is the same location), and they never send my correspondence to the correct address, no matter how many times I tell them that I only receive the mail if it is sent to the specified mailing address. I'll never see the *** check, and I'm going to be screwed. But don't worry, I'm still expected to make my monthly mortgage payment today. I hate this company, and I wish I could transfer my mortgage away from them.

Have a current billing issue where they don't know where my partial payment went. "Unapplied funds" I always pay my mortgage in 2 checks it's how I get paid. So the first one is always unapplied until the second one gets deposited. Well they magically don't know where my second half is even though I did a three way call with my bank and a Mr.Cooper representative. I have called almost every day for little over three weeks. You'll never get the same person even when you ask for them. They constantly beat around the bush and say can we call you back or it will take a team about 5-7 days to investigate what happened then in the end nothing happens and no phone call. 40 days later after I'm now behind half a payment because I refuse to pay it again, I get a foreclosure notice if I don't reply in 30 days. This place is a joke and wish my loan never was sold to them.

Terrible company! This is the single worst customer service I've ever dealt with. Why?! Because it's non-existant. If you email customer service you receive a blanket email saying that they will get back to you within 7-10 business days. There is no case number to reference your inquiry. And they do not ever reply to your query. I have tried calling customer service. I literally think they just pay to have a phone number and a bogus phone menu that keeps the caller in a loop that leads to no one answering the phone. I would love to know if there is a way to get my mortgage away from this company!

Mr Cooper mortgage has mismanaged our monthly payments since 2017. We have appealed several times to have it reviewed. We have sent our bank statements to verify payments that are not properly applied to our account. We have been trying to refinance our mortgage for 3 months. They have refused to correct our payment history, application of escrow. They have been terrible to work with. We have appealed to their research department with no help from that department which is suppose to be more knowledgeable. They are the department that sent the incorrect payment ledger. Every time we call a different rep says something different. If has a big impact on our credit too. Checking different ways to get legal help that we can afford. Horrible company
I HATE THAT WE HAVE TO LEAVE A STAR RATING AT ALL. THEY DO NOT DESERVE A SINGLE STAR. What a nightmare