Mr. Cooper

Mr. Cooper had our mortgage for a few years. Never a problem until we paid off the mortgage. They refused to do the leg work to get to the bottom of where our escrow money is.

My mortgage was bought out by this company. They said I owed property taxes. I sent a receipt of my paid taxes. They charged be over 3000 dollars property taxes. I went to the tax office and they had paid my mother-in-law taxes. She is in hospice and her taxes were late. We hired a lawyer when her taxes were paid because we did not know who paid them. We thought someone was after her property. When our local tax office called and told them what had been done, they had problems. I had to call again and talk to several people for over and hour until I finally had someone do a three way call with me , the tax office and Mr Cooper offices. I am out money, interest on that money, lawyer fees and a lot of time for Mr. Coopers mistake. No offer of compensation and have to wait for money in my account and it was never my mistake. Ask Bart if you need more info he was at least helpful..

I've had my loan with Pacific Union financial for almost 2 years now and I pray every day that they sell my loan. The customer service is absolutely horrible. Every time I call in they have an attitude- even the managers! They are forcing me to write a cashiers check every single time I have to make a payment and send it through the mail. I have never been late on my mortgage, never not paid my mortgage, and yet they are making me do this. I want to so badly refinance out and go to a new mortgage company. Please do yourself a favor and DO NOT get a mortgage through this company.

Prior to being with Mr. Cooper, I was with Nationstar Mortgage. Nationstar was amazing anytime we called or needed help or answers. Then last year Nationstar starts DBA Mr. Cooper, this is when it all changed. In August, I found that Mr. Cooper failed to pay my insurance company. After being twelve days late, my insurance company canceled my policy and informed me that they had to renegotiate my coverage. At this time my insurance would now go up and that the insurance wouldn't go into effect until the Insurance company received full payment for the policy. I called Mr. Cooper to follow up on the issue. I found that in July, a month before my insurance payment was due, the Hazard Department sent my insurance payment to a company which cashed the check. However, the company was not my insurance company, nor was it a company I ever had a policy with. Mr. Cooper was unaware that they had sent it to the wrong company until my insurance agent called them in August to inform them of the issue. Mr. Cooper immediately cuts a new check and sends the insurance payment out a second time. This time to a company that sounded like my insurance company, again was not my insurance company. I immediately inform them of the situation. at which time they attempt to overnight a check to my insurance company. The problem with this, I was no longer with the same insurance company because my insurance had lapsed and I currently had no coverage on my home. When I asked the representative (her name was Red, by the way) , she informed me that the mortgage company was not responsible for any damage done to my residence because I failed to carry insurance. Yes, you read that correctly, I, ME, failed to carry insurance because Mr. Cooper failed to send the check. I then find that there was $300.00 in my escrow account because Mr. Cooper continues to cut checks and fails to return the money into my account.

I then find new and better insurance and immediately pay the policy payment over the phone. The insurance company then emails and forwards all information to Mr. Cooper to inform them of the new policy. Mr. Cooper fails to read the policy to see that I had paid the policy. Mr. Cooper again cuts another check to my new insurance company and again removes money from my escrow account.

Now that I have found that the Hazard Department is unable to do their job, I call the escrow department to have my insurance removed from my VA Loan. And for those of you who do not know, per VA requirements and laws, I am not required to escrow my loan and the full escrow can be removed from the loan at any time. However, Mr. Cooper is unaware of the VA laws and continues to inform me that I am not able to remove the partial escrow for my insurance. When they inform me of their guidelines, the continue to leave out the part that my loan is a VA loan and does not have the same guidelines of a conventional loan. They also inform me that the entire loan has to be evaluated and that Mr. Cooper will determine if I am able to remove the escrow. They inform me that they look at the amount owed (Which does not apply since again, it is a VA Loan), the length of the loan, history of the loan and over all circumstances.

Again, this is the same company that sent out over $6,400.00 in checks to wrong companies. They are telling me that they (Mr. Cooper) have to evaluate if I am responsible enough to pay my bills, even those they continue to fail to pay on their end.

On top of all that, you never speak with the same person, the managers don't have a clue of what they are doing and they fail to do their job.

STAY AWAY FROM THIS COMPANY.

We are customers of Mr. Cooper and they keep harassing us with marketing calls trying to get us to "refinance". This is just ploy to get us to then extend more financing with them by taking out a home equity loan. I have told them at least 5 times that we are not interested and that they should take us off their list. Every time they say "We will take you off the list but it could take up to 30 days to take effect." First of all, it has been at least 90 days, but second, why should it take 30 days to update a database? We want this to stop!

Absolutely worst Mortgage company. Suffered damages during Hurricane Irma and after a conversation with staff, I was offered a deferred payment option to assist me with my damages. I took the offer of deferring payments for three months at no penalty or affecting my credit and or other circumstances. Only to receive a lawyer letter stating to repay immediately or foreclose on home, let alone pay almost $1000 in legal fees. They refuse to play recorded conversations proving that the conversation went as stated, as they deny any offer made or relief from a Hurricane disaster. I see this offer was made to several others, yet they deny it. How is it legally possible to offer a program and then penalize a family for using it and threats to Foreclosure on home. I am greatly seeking assistance in the matter, as MR. COOPER lawyers are unhelpful and are claiming my conversations were false.

Recently my loan was transferred from CrossCountry Mortgage to Mr. Cooper. I've never had a problem with my current mortgage company. 1 month after the transfer, I receive a notice from Mr. Cooper that they are buying hazard insurance for me at a significantly higher cost that what I already have in force. I had to call my home owner's insurance company to see if a policy was still in force which is was. I was confused why this new company took the liberty to try and force a higher policy on me. Maybe they were getting a kick back? Regardless, I had to jump through hoops to get through their automated system. They then required me to provide my new loan number which is impossible for someone to find in order to provide proof of insurance. I still was unable to talk to anyone to make sure they received my documents. In the letter I received from them, they say I still am responsible for any costs for the new insurance while my policy wasn't in force. My policy was always in force but I have no way to dispute this with them since you can't get in touch with anyone. This was a scheme designed to generate an added expense for the benefit of Mr. Cooper during a very confusing transfer phase. This in my opinion is a predatory lending facility. I use to work for a mortgage servicing company and in one meeting they purposely moved a lockbox location to California since it would take an extra day or so to receive mail in payments. The purpose was to generate late fees. This company is no different than that dishonest company I use to work for. Avoid!!!!

My mortgage was purchased by Mr. Cooper. I haven't had any issues regarding my mortgage, however, when I had a flood in my kitchen and had to work with their loss/mitigation department it was a different story. They will not release my insurance money that I had to send to them as they are on the check. I was told by their representative that I had to lay out the money for materials and repairs and they will give me the insurance money in drips and drabs. I do not have $30,000 to lay out for materials. When they finally released my contractors fee, they told me not to pay him and to have him give me the money so I can use it for materials. I do not know what to do about this. I cannot repair my home as they are holding my money hostage. I GIVE THIS COMPANY ZERO STARS IF I COULD. IT DOESN'T DESERVE EVEN ONE STAR.

I am a current mortgage customer, my loan was sold to PUF. I have perfect payment history and I am looking at purchasing a different home. I applied for a preapproval and I played phone tag with the man for a week. Finally got in touch with him and said I have to reapply cause he couldn't find my application. I reapplied and another few days go by I get promised a preapproval amount by Saturday by 2 pm, Wednesday I was still waiting on an amount. I emailed 2 weeks ago on Friday and said that if I didn't hear anything by close of business I was applying thru a different lender. I still have not had anyone contact me or find out what I am preapproved for. I applied thru a different lender and had a preapproval letter in the same day. Never deal with this company. I have also scheduled a payment online for the wrong date and they told me they could not cancel my payment that it was already in process so I had to borrow money to cover the draft. Horrible customer service. Apparently they just want to make money and screw people over.

Well where do I being. As I read the other complaints I'm glad it's not just us. We, as well was sold to North Star"Mr.Cooper" from Citi Mortgage, which in 24 years with them NEVER had any issues. This company not so much....We will be looking to refinance through another company, this company is AWFUL!!!

My loan was just purchased by Mr. Cooper from Cenlar. I have never received anything from Mr. Cooper about my loan just Cenlar telling me it was purchased. I have tried getting on line to set up auto pay of course there web site is down. I called from my work and they informed me that web sit is down and they still did not have all my loan information. my loan was due 9/1/18 I still cannot make a payment. they assured me that it would be just fine. my loan payment is now 3 days past due. By the way someone from Mr. Cooper called my work number back and asked for an attorney with the office that passed away several years ago saying that he called about a home loan. This is wrong so wrong. I told them to never call my work number again. this was very upsetting and I still cannot resolve the payment matters.

THE WORST CUSTOMER SO CALLED SERVICE EVER. I PAID THE LOAN OFF TO GET AWAY FROM THEM AND THEN THEY REPORT A 30 DAY LATE. I HAD EMAILED AND CALLED THEM TELLING THEM CASH THE *** CHECK AND THEY DONT EVEN ACT LIKE THEY CARE. THEY JUST***!

I still don't know if this company is incompetent or malicious with their practices and our money. If your mortgage was sold to them, I am sorry for your luck. If you are considering them for a mortgage or re-finance, RUN AWAY!!!!!

Like many here, our mortgage was sold to Nationstar just prior to their name change to Mr. Cooper (really, what kind of brand strategist came up with that awful name). This was our 4th or 5th mortgage holder so having a new company hold our mortgage wasn't that big a deal until we started getting the letters.

For years we paid down the principal every month as we included additional funds with each automatic electronic payment. Every previous mortgage holder was able to understand that the 'extra money' was to be applied to the principal...not Mr. Cooper. They thought we were making a mistake and placed the extra money into an "Unapplied Funds" account. When the "Unapplied Funds" became enough for a monthly payment they would apply that balance to the upcoming months payment.

We first realized what was happening when we sent additional money (an extra $3K to pay down the principal) a week or so after the monthly mortgage payment was sent. A few weeks later we get a letter from Mr. Cooper informing of the "Unapplied Funds". When I called them, I realized they had pre-paid the next 2 months of regular mortgage payments instead of applying all the extra monies to the principal. We got the money properly applied to the principal but they wouldn't postdate it to when the received the payments so we accrued more interest. The service agent said they adjusted how extra money would be applied in the future so this wouldn't happen again. I can't quantify the additional interest that was accrued, maybe $100-150 but was willing to deal with it if we had no further problems.

More or less 30 days later, another letter. Same thing, the extra money for the principal, that was included with the regular mortgage payment, went to the "Unapplied Funds" - AGAIN!

Called them again, this time I raised enough fuss that they back-dated the transaction so interest calculations would be adjusted to where they should have been. Again they said it would be fixed moving forward. This time I warned them if it happened again, they would be fired.

Low and behold, one month later it started again. Another letter, more "Unapplied Funds". Unfortunately, I was very busy at work so this went on for a few months before I realized what was happening. Once we realized it was happening AGAIN, we requested our payoff amount. We got our payoff amount a couple of days after requesting it, sent in the money that day. Then we realize that their wiring instructions were incomplete! My bank chuckled when I told them that it was Mr. Cooper that I was trying to wire the money to, they said they are pretty much a hack mortgage company.

Got everything paid off (yea for us - 12 years early!!!) but we couldn't let this ordeal end without more "Unapplied Funds"! We received our escrow refund but it was short the over-payment that occurred because our payoff date was a week later than the day we sent in the final payment. Had to call them to specifically request this money be released...they said it's in the mail, we will see! Either way, good riddance to an incompetent company!

In the end, we paid off the mortgage (luckily we were able to) and screwed them out of a lot of interest than they essentially stole from us.

I have had AKA Sallie Mae/AKA Nationstar/AKA Mr Cooper and they have been the worst in lending companies. In 2009 I contacted them that I was laid off from my construction job of 6 years and was have a hard time finding work due to the recession. Sallie Mae(at that time) said they would work with me and just kept adding over $20000 to my loan in penalties and late payments, while I was going through the Make a home afford plan which they lost my paperwork 3 times and I had to resubmit it every time. When I started the Make a home afford paperwork in XXXX-XX it took them 3 years to make it through to me and they just kept adding interest and late fees during that time to pad their pocket books and even tried to take my house with the foreclosure paperwork. When I finally made it through the process, I could not miss any payments for a set time. I did that with no problem and then Sallie Mae changed to Nationstar and had no real problem until after they renamed to Mr Cooper. Now they are telling me that I did not make any payments since march, (I have been making the payment), but they have been putting my payments into another account and not on to my house payment. I call about the notices and why my payment went from 550 to 750 a month, Mr Cooper told me that my taxes went up and that I have to pay more toward my escrow to bring it to the new current tax hike. I call them back in Feb 2018 and told them I would pay for that extra assessment and that way my payments would stay the same. I contacted my Tax Assessors office to have them verify that my tax payment would be back to normal next and I send them the information to the email they gave me to resolve the issue. MR Cooper now tell me that they are not using the Escrow company that they had me send the information to, that they do not use that company anymore for figuring out what an account would have to pay for escrow. Now they say I am in the rears for payments that I have made, but put into another account and not on to my mortgage payment, and that they do not do partial payments, even through they have my payments and that my escrow is account is not where it needs to be due to a extra tax assessment for last year($300 for Sidewalk). Mr Cooper is very fraudalet and deceitful in their actions and should be band from working as a bank or lending company.

Mr Cooper Mortgage company is not a good company and will try and take everything from their customers due and they think they can bend the rules to there favor and just change the name or change companies to add extra fees on to the customers without any notice. This company needs to investigated into their action and none actions of reporting their changes when someone is working with a department. I will be contacting a lawyer and filing a suit in conjunction with everything that has happen in the passed. My house should have been almost paid off by now but they have been working against me and others and should not be able to rename the company again!! This company is like selling something toxic to kids and just relabeling to sell more bad things to them. MR COOPER is the worst of the worst and will*** you out of your house if you do not refinance to get away from them!

Please if you are having the same issues and want to file a lawsuit also please contact me.

This was the best experience I have ever had with a mortgage company. I have been in the real estate business doing closings for an attorney in Virginia for 35 years and this had to be the easiest transaction I have ever experienced with a mortgage company. Chris and Shane were the best and answered any questions I had either through email or phone expeditiously. My old mortgage was with Nationstar and it was such an easy transaction. I would highly recommend Mr. Cooper dba Nationstar if you are looking for a mortgage company.

Well let me start by saying this has been by far the best Mortgage expirence we've ever had. Trent Barela,loan officer and Ryan Jacobson could not have been any better to us. trent so thoughtful to what I was looking for .not just a loan. and Miss Ryan was fantastic with helping with the paperwork and writing needed letters. always I mean always called me back, just fantastic to work with. thanks to Trent and Ryan I have a Mr. Cooper Mortgage.
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My mortgage was transferred from Citi to Mr. Cooper. Received conflicting letters from Mr. Cooper regarding my bi-weekly plan. Sought clarification from their customer service folks, who were absolutely unable and unwilling to commit to a specific answer. I finally laid out an unambiguous and detail question and asked them to confirm the details that basically boiled down to "confirm that *NOTHINGchanged nor is required on my part for continuing the payment as it currently stands". They confirmed. Then changed how they conducted the payments, and then BLAMED ME for their erroneous action which resulted in a derogatory credit report, and their instruction that I needed to dispute it back in writing to them (EVEN THOUGH THEY AGREED THEY SHOULDN'T HAVE REPORTED ANYTHING DEROGATORY).

Worst. Company. EVER FOR ANY INDUSTRY.

these people will not stop bothering me, constantly calling, emailing and USPS Mailing me to refi my house...they purchased my new mortgage prior to my first payment and have done nothing but spam me trying to get me to refinance...I have never called nor contacted these people...my payment is an automatically taken from my account each month...so why are they pestering me

In 2015 a NationStar refinance specialist reached out to US to ask if we were interested in refinancing our loan (already through NationStar). During the process, they instructed us to withhold a mortgage payment ("so they can correctly calculate our new payment"), there was a delay and we were instructed to not pay a 2nd payment. When the company sent us overdue emails, we asked the refinancing agent what needed to be done to address. He did not respond. We were told we were approved to refinance, we just had to pay a $66,000 down payment (the appraiser they used did not know how to do comps in a rural area- he used houses much smaller and on less land than our property). We declined, and resumed our mortgage payments. NationStar returned those checks to us uncashed. We, of course, called them and they did not know why that was happening, but would investigate and call us back. They never did. Instead, they started foreclosure on us! (Also note, we participated in a mortgage accelerator program and were FIVE payments ahead...) After a few months of incredible stress and additional expenses from hiring an attorney, our case was dismissed 'without prejudice'. NationStar then 'worked' with us to do a loan modification. Of course, foreclosures hit your credit rating! Like other reviewers have indicated, they did not respond, reviews took so long that our documents expired and we had to resubmit. In a few cases (during the foreclosure activities), the specialist assigned to our account stated she had called our home phone and we answered and said we did not live here. She also stated that she returned calls. I work from home and we have caller ID. They were all lies. Fast forward to this year and we take advantage of the economy and improved real estate values to refinance (with another company of course!) and everything goes well and we are about to be approved - - until that company sees a foreclosure was started. They recommend I contact Mr. Cooper to get the notice off our credit rating or, at least, a letter from the company stating the foreclosure was initiated in error. I submitted this request in April. For 3 months I followed up weekly to check on status. EACH time I was provided a different timeline on when I would receive an answer. Finally in June I received a message to provide proof we made the payments. I responded that I was not disputing the payments, but I needed documentation. Because I responded, they closed that request. I called again to request what I needed and a new case was opened. Again they responded the end of June stating we had not made the payments, so the case was closed. I sent a flaming email expressing how frustrated the process is, how I will be told that people will call me back, but don't, how better it would be if the research department would call me directly to understand our request. Anyway, still waiting on someone to assist. In the meantime, we continue to make our payments, but would be nice to enjoy the benefits of a refinance! I just sent a letter to the CEO and copied the EVP Customer Relations imploring them to step in. We'll see...

Bottom line, they are not a customer-friendly company. Find someone else!

I stopped taking calls from them because they employ excessively aggressive telemarketing techniques. They have a pattern of calling roughly once per week, sometimes more, and implying that they have a wonderful opportunity for you to save money. They tell you they are transferring you to a loan representative. They do not ask if you want to discuss this matter, or if you are interested, or if this is a good time to speak. I stopped taking their calls, and then I had an actual issue with my account, a problem with the settings for automatic payment. They did not receive payment for 4 months, but I didn't know until I heard from a HUD program. When I contacted Mr. Cooper, they were rude, threatening, and not helpful at all. I immediately paid the missing payments and late fees. Now my credit score has gone down by 120 points. I had this mortgage for 10 years with no missed payments. Now they are calling me again with their coercive telemarketing. They will not stop.