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Mr. Cooper
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4.2 1571 Reviews

How responsive is Mr. Cooper's customer service?

243 Resolved
316 Unresolved
It's the right time to step up 💪
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10:11 pm EDT
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Mr. Cooper I have not got my 1098 after my loan was transferred and then sold my house a few weeks later

12/2023 I sold my house. Previous to that I had my loan through Servicemac and the loan was sold to mrcooper prior to my house selling. I had a change of address in place long before all of this took place and have yet to receive a 1098 tax document as well as any letters stating loan transfers took place. I cannot even get ahold of a live person to be able to help resolve this, and i cannot proceed further in getting my taxes done as NO ONE can seem to resolve or help me in this situation. I am beyond frustrated.

previous loan # [protected]

new loan # [protected]

Theresa Johnson cell [protected]

last four of ss

1736

property zip code 81648

Desired outcome: get me my 1098 tax documents for 2023 asap

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1:27 pm EDT

Mr. Cooper Contacting someone to correct an error on my account which makes it impossible to use the automated system

The automated system does not have my current loan. It has one that was paid off. When i go on line and use the automated system it says my current loan is paid off. When i try to access my account using my current loan number it says theren is no record. The loan information in my account has both the paid off loan and the current loan with the same loan number which is incorrect. I need a copy of my year end interest loan payment for my loan. I wrote a letter but received a letter referring me to the automated system which doesn't work because it has the wrong loan number and keeps referring to the paid off loan

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4:39 am EDT

Mr. Cooper Mortgage payments

I am paying the home insurance and property tax already, but Mr Cooper still asking for escrow payments. I already paid the home insurance and property tax for this whole year. And even telling me that they will report my loan as delinquent. I paid the right mortgage amount because I have credit on my escrow. I will not pay what they will ask me to pay because I am paying the escrow now.

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Is Mr. Cooper legit?

Our verdict: Mr. Cooper has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores Mr. Cooper's position as a benchmark of trust and quality within its industry. Users and clients of Mr. Cooper can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

Mr. Cooper earns 100% level of Trustworthiness

Perfect Trust Endorsement: Mr. Cooper achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Mr. Cooper. The company provides a physical address, 3 phone numbers, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Mr. Cooper has received 6 positive reviews on our site. This is a good sign and indicates a safe and reliable experience for customers who choose to work with the company.

Mrcooper.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Several positive reviews for Mr. Cooper have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up Mr. Cooper and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Mrcooper.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Mr. Cooper.

However ComplaintsBoard has detected that:

  • Mr. Cooper protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  1. Pros
    1. User-friendly online platform
    2. Variety of mortgage options
    3. No hidden fees policy
    4. Strong customer support
    5. Efficient loan servicing
  1. Cons
    1. Limited loan product variety
    2. No physical branch locations
    3. History of regulatory settlements
    4. Potentially higher fees
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12:00 am EDT

Mr. Cooper Avoid at all costs

If you are considering Champion Mortgage, I strongly advise you to avoid them at all costs. My experience with them has been nothing short of a nightmare. From neglecting to pay home insurance premiums to poor communication and customer service, Champion Mortgage has left me feeling undervalued and frustrated. Additionally, their recent cyber breach has raised serious concerns about the security of personal information. Based on my experience, I would recommend looking elsewhere for your mortgage needs.

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2:39 pm EDT
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Mr. Cooper Get it right

Month after month I add extra funds to the principle balance when I made the payment online but (Mr. Cooper) keeps putting it to unapplied making the next payment less and i'm tired of calling to have it corrected I have given up. I plan on retiring and using my 401k to pay off the account but with the funds not posting correctly the plan is to refinance with another company. I work in customer service for the government dealing with mortgage loans we make mistakes but never over and over again. So the lesson I learned is when making a payment no point in adding extra to principle balance to payoff early and enjoying a nice retirement.

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1:26 pm EDT
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Mr. Cooper My Cooper

Mr Cooper's customer service has been 2nd to none. I hope that my new loan servicer will be as great

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Mr. Cooper Zack and Toneyelle are awesome

Zack made me a believer in humankind again. He fixed a bad situation when no one else could. Thanks bro! I owe you and the Mr. COOPER TEAM!

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Mr. Cooper Greatest Home Mortgage Company

It shouldn't take a pandemic, but during these troubling times is when a company's true color shines. If it weren't for Mr. Cooper we would have lost our home. They have bent over backwards to help us keep our home. Their staff is caring and their work-out programs are designed to help people and their willingness to work with us is a great attribute. We have currently missed six months of house payments and their first question when I call is "Is my family staying safe"! If I could give more than five stars I would!

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Mr. Cooper Hassle-free mortgage with good transparency

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.

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Mr. Cooper Good review

Dear MR COOPER,
I'M happy to report about two amazing people work with my refinance for months closing was12/10/2020
On a more serious note, please allow me to express my utmost gratitude to these two people for their kind deed of gave me this opportunity in this difficult time, which I had almost given hope on. I really cannot thank your entire department enough, especially Mr. Gray Dawson who first gave me the good news still I have a chance to refinance. Mr. Gray Dawson and Mr. Winston Hill, thank you for your professionalism in handling this matter is highly appreciated and commendable
Best,
Alganesh Gebrelibanos..

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Mr. Cooper The WORST mortgage lender Co to exist!

The day my mortgage was sold to Mr. Cooper was the day that my nightmare began! Mr. Cooper didn't mail me statements for a year! Every time I called, I was told that they are not required by law to send statements, I will need to call every month and ask the amount of my payment. There were times that I send payments and Mr. Cooper claimed they never received the payments, which resulted in them charging me late fees. Every 1st of the month when I used to send payments, the checks were cashed after the grace period, and i was charged late fees. I put my property on the market on March 1st, 2019. On March 8th, the escrow title company requested Mr. Cooper the payoff amount including all fees, letting Mr. Cooper know that escrow will be closing on March 28th, telling Mr. Cooper that they need to calculate all interest and fees until March, 28th. Mr. Cooper faxed the payoff amount including the calculated interest until 04/01. They faxed it on March 13th. Escrow closed on March 28th, and Mr Cooper was wired the funds on March 28th. The property had a damaged roof that needed repair, the hazard insurance was informed, and send a check made out to both Mr. Cooper and myself. The check was send to Mr. Cooper. I had to pay $***. 30 out of my own pocket. The roof was repaired, and inspection has passed. I have been calling the Loss and Drafts Department for 3 days, asking when are they planning to mail me my check. Every time I get a different answer, but today I told the rep that the property has no longer a loan, as the entire loan was paid off on March 28th. To my horror, the rep tells me, no, the loan hasn't been paid off, but she can't give me the details as I need to call the payoff department. I call them, and they tell me that I still owe money. I tell them that I'm looking at the all the documents as we speak, I see their statement and the date, I see their calculations until 04/01, and I see the wire transfer on March 28th. They tell me that they only calculated the payoff until March 8th and not until March 28th, when escrow closes. I tell them that I see in black and white in front of me the request for the payoff until March 28th, and their response for the payoff. That's when things started to get ugly, I was told that if I don't pay the rest of what I owe the property will be foreclosed on. I asked what is the amount that they claim that I still owe? I get told that they are not allowed to tell me over the phone, I will be charged $25 for them to email that to me. I slammed down the phone, called my attorney and the escrow title and explained the whole story. Keep in mind that I have all documents proving Mr. Cooper are liars. Both my attorney and the rep from the escrow title called Mr. Cooper and got told that there is $200 outstanding. The escrow title wired the $200 to Mr. Cooper today. By law a lender must call a few days before escrow closes to inform of any changes in the payoff amount, or to make sure that the right payoff amount is being paid. Mr. Cooper didn't do that. If I didn't call them today, they would have forclosed on the property without my knowledge. This can't carry on like that. Mr. Cooper is a scamming, cheating, bunch of liars company. No wonder they have over 400 reviews on Yelp with 1 star ratings.

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Mr. Cooper Notice of cancellation on liability insurance

My mortgage was purchased by these clowns a year ago... having them as my lender was no my choice.

My Liability insurance was due 1/20/20. When I received a Notice of Cancellation on my policy the end of January (around the 29th) I called them to ask why. They said they were not sure as they sent the payment 1/23/20 (even though it was due 1/20/20).

I followed up with my insurance agency and they said not to worry that we had until the end of February before the policy was cancelled and she was sure it would be sorted out by then. In the meantime, my son was diagnosed with cancer, so I didn't follow up for a week or so.

My Insurance Agent said she would stay on top of it and let me know when it was paid. A week later (2/10 ish?), Safeco (insurance co) said they still couldn't locate the payment because it had been sent in with hundreds of other people's premiums in one check and it had to be broken out before they could post it. My agent said she would follow up for me due to my circumstances as the primary caregiver for my son.

When I finally came up for air, the middle of February, my agent said that Safeco still had not received the payment, so she spoke to a Mr. Cooper rep on 2/19/20 who assured her that a replacement payment had been sent. She assured me not to worry because Safeco had extended the due date to 2/30/20 giving time to get this sorted out.

I logged in to my Mr. Cooper account (2/29 ish) to see if the insurance payment had been made and to see if they had paid my first property tax installment on time, which they had. HOWEVER, I noticed that they had debited my escrow account for TWO PAYMENTS TO MY LIABILITY INSURANCE COMPANY and it was now showing a negative balance! Are you kidding me?

I called requesting that the money be put back into my escrow account immediately as they do a "review" in March and will raise my payment if the escrow account has a shortfall. I also requested that the escrow account be closed, as I could obviously do a better job at making the payments on time than they can. The agent, Anna, said to follow up in 10 days to see if the $ was returned to my account and that she had requested the Escrow account be closed and forwarded to me which won't happen until 4/1/20. I set a reminder to follow up on 3/10/20.

I received a text from my agent 3/9/20 stating that a SECOND notice of cancellation had gone out because Safeco never received the 2/19/20 payment. When my insurance agent followed up that morning, the payment wasn't actually mailed until 2/27/20, but even 12 days later, it still had not been received by my insurance company.

I called to talk to a supervisor. After they verified that I do indeed make my payment around the 14th of each month, ON TIME, and "Had I set up my payment for this month yet?" which I had, and "Would I like paperless billing?", which I do not, they patched me through to a supervisor (Keairoh). I explained the situation and requested my payment to be overnight-ed to my insurance co. She had me wait while she got Safeco on the line. Safeco insurance co doesn't have an "overnight" address, so that request is denied. After explaining how furious I was at this payment being late and my being double charged in my escrow account, I asked Keairoh (Mr. Cooper rep) to personally follow up on Friday, March 13,2020 to make sure this payment was posted and to put the money BACK INTO MY ESCROW ACCOUNT and forward it to me. She said she would, but I highly doubt this will happen.

This business is a JOKE. I cannot help but think they are on the brink of bankruptcy that they have to hold onto your money and jerk the insurance companies around like this. Apparently they know how to pay my taxes, why is this so difficult.

If your mortgage is sold to Mr. Cooper, like mine was... REFINANCE AS SOON AS YOU CAN WITH A REPUTABLE LENDER. This is a complete joke and I do not need to babysit my lender when I am trying to care for my son. Have some human decency Mr. Cooper. All I am asking is that you DO YOUR JOB!

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12:32 pm EST
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Mr. Cooper Mortgage account

The account is my mothers, Sherry Flora. She made February's payment on January 25th. Now she is getting phone calls saying she is behind on February's payment. The website shows they got the payment on the 25th. I can't not talk to anyone to try to get this resolved. I don't understand the problem she has always made her payment at the end to the month because that is when she gets her social security check. Please help with this. We do not know what to do and this is going to affect her credit.

Desired outcome: payment to go where it should

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2:58 pm EST
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

Mr. Cooper - Our personal information was one of the many customers that got information out

We were just purchased by Rushmore Servicing Co (Part of Mr. Cooper and Nationstar Mortgage LLC) We have tried several times to download the free identity protection services by logging onto the website they provided us with but every time we tried logging in it keeps saying you are blocked, and you are unable to access mytrueidenity.com. We already have...

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7:51 pm EST
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Mr. Cooper Crap service

From us, they get 0 stars. We are Veterans and have another Veteran assuming the loan. The VA approved it, and Mr. Cooper has been sitting on it since the end of September. They say they are waiting to have someone input the info. Wtf? You need new employees if it takes you 2 months to get this done. We have called at least twice a week, and each time, a supervisor will call us "tomorrow," and tomorrow never comes. In the mean time they are messing with 2 Veterans and their families! Way to treat those who have served and protected you Mr. Cooper!

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5:04 pm EST

Mr. Cooper my Oct payment, numerous phone messaes & recordings

Daniel Pagano

Attachments

4:35 PM (24 minutes ago)

to Cooper

the mortgage was PAID & cashed on 10/27/23 by mr cooper. Your company decided to apply to the principle, That is incorrect it is my Oct 2023 payment,

not sure why you would do that. I have tried NUMEROUS times to talk to a REAL person to clear up this mess

since the beginning of November. Your automated system stinks, it's horrible! Besides the fact I can't speak to

someone when I do call, the recording states the zip code doesn't match my address.

I am totally unhappy with this company. I have triple A credit & always pay on time. I want a real person

to call me, I am tired of receiving messages from recordings and trying to reach customer service.

Daniel & Jo-Ann Pagano

Desired outcome: to speak to a real person, to have my payment applied where it belongs

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7:40 pm EST
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Mr. Cooper Mr. Cooper

I had a tree fall on my house on July 11, 2023 and dealing with this bunch of incompetent fools has made a bad situation even worse. I have called and complained numerous times regarding the slow draws on my repair checks to no avail. Now that they have had a cyber attack on 10-31-2023, Simone, a headset phone fool, has informed me that Mr. Cooper is not sending any draw checks at this time and she didn't know when they will resume. I have contractors to pay for repairs that they have completed on my house and I have to continually beg for money that was deposited by my insurance company to make the repairs. Stay away from this company!

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6:38 pm EDT

Mr. Cooper Claim check distribution.

I had a garage collapse in the winter of 2023. USAA insurance is my insurer. They were also my original morgage lender until they sold my morgage to Mr. Cooper. When my garage collapsed, I was told I had to send my check to Mr. Cooper. USAA originally sent me $60,000.00 then it was increased to $88,000.00 but Mr. Cooper only issued me $40,000.00. The garage materials are $35,000.00, slab is $22,000.00, and labor for the contractor is $35,000.00. I have already paid the $22,000.00 for the garage slab out of pocket but the $35,000.00 + $10,000.00 the contractor wants to start the build, but Mr. cooper will not release any more funds until I am at 75% of construction with what they sent me. Mr. Cooper has received $88,000.00 and they have only released $40,000.00 even with my estimates and receipts for the garage slab that I paid for personally and is supposed to be covered.

Claimed loss: They now have $48,000.00 of my money and I can't pay my contractors and building materials are being destroyed from the weather. I will also have to postpone the garage build until the summer of 2024.

Desired outcome: I want my money that I am owed so I can finish my garage. I also want the Minnesota State legislature to look into Mr. Coopers predatory money handling practices.

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9:06 am EDT

Mr. Cooper Insurance Check

My water heater leaked flooded my house. I sent my insurance check to Mr Cooper who sent me 25% of the funds. I have been sending receipts and estimates just get enough to pay for material. Every time I chat with them it will be another 3 or 4 days for them to review my claim. This has been going on for weeks. Their just holding the funds probably collecting interest.

Desired outcome: Just get enough of the insurance money to pay for material.

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10:09 pm EDT
Featured review
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Mr. Cooper - Mortgage company stealing funds

Mr. Cooper has been force placing flood insurance that they know that I have through my HOA’s master policy and have had for 5 years. Each and every year, upon renewal the declaration pages are provided to them immediately. The condo was purchased in 2001 and theyve known, and reasonably should have known the insurande is in place. I have to speak to...

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Mr. Cooper In-depth Review

In Summary: Mr. Cooper is a well-established mortgage lender that offers a variety of loan products and services. With a focus on customer service and a suite of online tools, Mr. Cooper aims to simplify the home loan process. Below is a detailed review of the company's offerings, application process, customer feedback, and more to help potential borrowers make an informed decision.

Company Overview: Mr. Cooper, formerly known as Nationstar Mortgage, has a solid history in the mortgage industry. The company provides a range of services including home loans, refinancing, and mortgage servicing. Mr. Cooper serves customers across the United States, offering a personalized approach to mortgage lending.

Loan Products: Mr. Cooper offers various loan options such as fixed-rate and adjustable-rate mortgages, FHA loans, VA loans, and jumbo loans. The terms and conditions of these loans are competitive within the industry, with interest rates and fees that are transparent and in line with market standards.

Application Process: Borrowers can expect to provide standard documentation such as income verification, credit history, and employment information. The online application process is user-friendly, and the approval timeframe is reasonable, with some customers reporting quick pre-approval experiences.

Customer Service: Mr. Cooper is known for its responsive customer service, with representatives that are knowledgeable and helpful. Support is available through various channels including phone, email, and live chat, ensuring that customers can get assistance when needed.

Online Tools and Resources: The company's website features loan calculators and educational materials that are useful for prospective borrowers. Additionally, Mr. Cooper offers robust account management features, allowing customers to easily manage their loans online.

Payment Options: Mr. Cooper accepts various payment methods, including online payments and autopay features. The company's late payment policies are standard for the industry, and they encourage customers to reach out for assistance if they're facing financial difficulties.

Customer Feedback and Reviews: Positive testimonials often highlight Mr. Cooper's customer service and ease of use. While there are complaints, as with any large company, Mr. Cooper appears to be proactive in addressing and resolving customer issues. Overall customer satisfaction seems to be positive.

Financial Health and Stability: Mr. Cooper is considered a reliable and solvent company within the mortgage industry. It holds industry accreditations and complies with regulatory standards, contributing to its reputation for financial health and stability.

Refinancing and Loan Modification: The company offers refinancing options to help customers take advantage of lower interest rates or adjust their loan terms. Mr. Cooper also provides loan modification services, with an emphasis on minimizing the impact on customers' credit scores.

Additional Services and Features: Mr. Cooper provides escrow services and has a functional mobile app, enhancing the customer experience. Special programs are available for first-time homebuyers and veterans, offering tailored solutions to these groups.

Transparency and Honesty: Mr. Cooper is committed to transparency, providing clear terms and conditions and disclosing all fees and penalties upfront. Their marketing practices are designed to be straightforward and honest, fostering trust with customers.

Pros and Cons: Advantages of choosing Mr. Cooper include a wide range of loan products, strong customer service, and comprehensive online tools. Potential drawbacks could be the varying experiences with customer service and the standard fees associated with mortgage services.

Conclusion and Recommendations: Overall, Mr. Cooper is a reputable mortgage lender suitable for a variety of borrowers, from first-time homebuyers to those looking to refinance. The company's commitment to customer service and online accessibility makes it a strong contender in the mortgage industry. Final verdict: Mr. Cooper is worth considering for your mortgage needs, provided their loan offerings align with your financial situation.

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- Summarize the main issue you have with Mr. Cooper in the 'Complaint Title' section.

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- Provide detailed information about your experience with Mr. Cooper. Include key areas such as transactions, steps taken to resolve the issue, the company's response, personal impact, and nature of the issue.

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Contact Mr. Cooper customer service

Phone numbers

+1 (888) 480-2432 +1 (855) 375-4001 More phone numbers

Website

www.mrcooper.com

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