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4.2 1571 Reviews

Mr. Cooper Complaints Summary

243 Resolved
316 Unresolved
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6:52 pm EDT
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Mr. Cooper failure to pay homeowners insurance

To whom it may concern:
I am requesting a full investigation be conducted on Nationstar mortgage in regards to their insurance, tax and escrow department as a pursuant to an unacceptable situation that occurred to the aforementioned Mortgagee, Shanikqua Y. Sharp. I received a letter on Saturday 8/17/2013 indicating that my insurance company canceled my insurance and that I need to provide Nationstar with updated insurance information. This request was puzzling, because due to our contract, we have to have an escrow account for our insurance and taxes. I called Nationstar and inquired about the letter and was told that I need to contact my insurance company and find out why they would not accept payment. However upon deeper investigation and speaking with my insurance company, I have not had homeowners insurance since 8/10/2012. Last year Nationstar sent the insurance payment to the wrong insurance company and the funds were returned on 8/28/2012. On 9/7/2012 I was contacted by my insurance and was informed that my insurance payment had not been paid by the mortgage company. I was told by the insurance company that if they received payment by 9/10/2012 then it could be reinstated. I called Nationstar and informed them of the situation and was told that they are so sorry, and it was in the system that the payment sent on 8/10/2012 but was returned. However I was never contacted in this regard. I then proceed to give Nationstar the information to send the payment over night to the insurance company. I called Nationstar back the next day to verify that payment was sent, I was told to check the website to verify that the payment had been posted. I checked every day for a week and it finally indicated that posted that it was paid on 9/10/2012. At this point I thought our insurance had been paid.
Last week, after speaking with 15 different associates, supervisors and customer service specialist, escalation team, and wasting 15 hours in three days, nothing was done. I had to secure my own insurance and paid out of pocket $2021.00 despite the fact that per contractual agreement it would be paid via escrow which has a balance of $7491.93 (I doubt that it is correct). I requested that my entire escrow be cancel and refunded check sent for the entire amount. back. I was told that it would be overnighted which was 3 business days. Today 8/26/2013 I received a letter indicating that due to the contractual agreement I could not be refunded my escrow and I could not cancel the escrow and be responsible for paying my insurance and taxes myself, seeing that for the last two years Nationstar was not capable of adhering to their part of the contract. I feel that it was a breach in contract and due to Nationstar negligence my request should be granted. Their pitch line is “As a valued borrower, your satisfaction is our Top priority”, this is a lie and they have given me the run around for the last week. This has caused me to become ill and missed time from work. I feel as though I have been inconvenienced enough and Nationstar is not a company that lives us to their word. More than that they should be investigated for fraud, I have read the many complaints and it seems to be the same thing with most of the complaints.
Moreover, the entire team has conducted themselves with poor customer service, and failure to provide timely resolution in handling the above case. After several attempts trying to speak directly to a Supervisor for refund of my escrow to obtain an updated status on my claim and a timely resolution, I was told today by an employee that they lied and that I will not be refunded my escrow.

As a Mortgagee, I am entitled to contact NATIONSTAR Mortgage LLC with any questions/concerns I may have regarding my mortgage or any pertinent case regarding my property. I have had several problems with Nationstar’s horrible customer service in the past but this latest one takes the prize and I am ready to take action: I have contacted CNN news, ABC news, NBC news and writing a letter to my senator, congress and the president.

I am a Disabled veteran and this is also affecting my health condition; As a citizen of the United States I know all my constitutional rights; Nationstar crossed the line and what your employee’s did to me is against the law, I am not going to allow Nations tar’s employees to put me on hold for two hours due to the fact that they did not want to handle my customer service issue. I feel as though I have been inconvenienced enough at this point. This situation has been poorly handled and unreasonably delayed. The Loss Draft Department failed to conduct due diligence in resolving my claim. The assigned representative handling the claim and her manager have worked in Bad Faith, and the customer service rendered is unacceptable for a mortgage company of your caliber.

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madder n heck
no way, US
Sep 03, 2013 3:35 pm EDT

This same department is not paying my property taxes (also escrowed) and I can not get a single person on the phone. they literally hang up on me. I feel your pain, and have contacted a lawyer. I recommend you do the same.

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12:09 am EDT
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Mr. Cooper abusive and unprofessional workers

Nationstar Mortgage is the worst Mortgage Company on the face of the earth. Their CSR are rude degrading and outright abusive and prejudice. On August 23, 2013 I called them to find out if an inspection was done on my house, which was scheduled to be done the day before. The CSR told me it was cancelled. This is after she asked for my life history first. Everytime I called Nationstar I have to speak to a CSR and jump through hoops to speak to someone who has a brain in their head. And just when I thought I had heard it all. I was transferred to someone else. This is the ABSOLUTE WORSE COMPANY I HAVE EVER DONE BUSINESS WITH.
Consumers: if you need a mortgage loan go to a CREDIT UNION, NOT NATIONSTAR.
After I was done talking to what she referred to herself as a Specialist. She thought she had hung up the phone with me when in fact she did not. She proceeded to discuss my financial and personal business with her co-worker who agreed with her. Her statements were abusive, prejudice, and down right ugly. and derogatory. After listening to their conversation I informed her that I heard all the things she said about me. And I will be taking this matter up with my Attorney. I was so emotionally shaken by the CSR's rants about me and my business I was emotionally shaken, my husband had to leave work and come home. It seems to me that Nationstar needs to invest in some behavioral training for their CSR and Specialists as they call themselves, on how to handle people.

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Lu228
Newark, US
Sep 26, 2013 8:25 pm EDT

NATION STAR MORTGAGE COMPANY IS NOT A MORTGAGE COMPANY! I have never dealt with such rude CSReps in my entire life. I spoke with a Rep by the name of Ariel Johnson who gave me nothing but attitude. I asked to speak to her supervisor in which she replied WHY. I said to her please get me your supervisor, she said you can tell me the same thing your going to tell my supervisor. Once he got on the phone he was just as rude, in no way, shape or form did I believe she put a supervisor on. She was ranting and raving in the background. When I said to this per say supervisor that I wanted to speak with his supervisor I was told he went home early. I get the same nonsense every time I call and no one every calls me back. BOA wake up and stop selling good customers loans to low life companies like NATION STAR! I have reported them to the BBB in Texas, everyone who is having a problem jump on board and do the same. You can do everything online. My next step is to call the Attorneys General Office in Texas. If we all stick together we may be able to put them out of business. They have not applied 4 months of payments to my account and then reported me to the Credit Bureau stating I am 4 months delinquint when the are the ones holding my payments!
DO NOT DEAL WITH NATION STAR IF YOU HAVE A CHOICE.

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b_yueh
, US
Sep 16, 2013 4:29 pm EDT

Thank you for your sharing. I have the same problem with Nationstar. Is there any way to start a class action to suit this company?

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4:37 pm EDT
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Mr. Cooper business

In all the years that I have worked on mortgage and debt resolution matters; I have never encountered a firm that is as challenging as Nationstar. Nationstar uses a mixture of outdated, aggressive collection tactics and modern technology to drive homeowners crazy with harassment. Nationstar is notorious for padding the mortgage debt, inflating escrow accounts, misapplying payments and illegally forcing foreclosure action. Challenging Nationstar solo is definitely a very daunting task. Unless you have an affirmative defense that will stop Nationstar from collecting on the mortgage debt, they will steam roll right through you and the foreclosure process. We have been battling Nationstar on cases for the last 7 years. We know and understand how to file the necessary complaints both at the Federal and State levels so that we may force Nationstar into cooperation. These complaints are focused primarily on the Fair Debt Collection Practices Act & RESPA. Remember: if Nationstar is blocked from collecting on the debt, they will have no choice but to cooperate with you. Please, feel free to contact our office at 877.297.7011 or visit www.thefreshstartfirm.com for more helpful imfomation.

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3:50 pm EDT
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Mr. Cooper not willing to help

In 2009 I was in a Major car accident that after about a year put me onto disability. I call the mortgage company in 2010 and they put me onto a two year modified mortgage payment program that would bring my account current when completed it was to include $220 a month for escrow.Then last May I applied for the HAMP program and they stopped my Modified program and put me onto a Unemployed program that would end in July and then they would put me back onto the Modified program until December to give them time to finish the HAMP packet. Everything in November of 2012 was going fine, their Bankruptcy Department even stated that I have made all the payments and only need to pay around $500-600 more by December and my account would be brought current, but when I received my December statement I found that what they wanted as a payment increased by the amount I paid in November ($2000). Every month since then I have watched the payment amount increase by the amount I pay and the people I was dealing with can not explain what was happening because it was being done by the Foreclosure Department. I then called their Foreclosure Department and they tell me that I have NO payment applied to my account since May of 2012 then changed their story three times and sent a completely different story to the Making Homes Affordable when I tell them that I have records showing that I have been paying and their Foreclosure Department even stated that I have. So, since November I have paid the following amounts: Nov $2000 and $900 at the end of month, Dec $1100, Jan $1000, Feb $1000, March $1000, Apr $1000 and watched my payment amount increase as follows: Nov $2988, Dec $4988, Jan $5888, Feb $6988, March $7988, Apr $8988 and May to around $10300. I have talked to two different persons and after speaking to them they would not call me back. The last person I spoke to was Carol Morrison who told me to hold of sending any more payments until she got back to me, NOT to worry about the foreclosure she would postpone it and she was going to research what was going on because my account should have been brought current as of Jan of 2013. I waited for 3-4 weeks and received no call from her, so I call her and left a message but still received no call. I have been calling every two weeks but no one will answer the phone nor call me back.
As of right now they want a payment of $13, 316 which is what I have already paid plus another $7, 316. Plus there is money missing from escrow because my yearly amount to go out would be around $2200 and the amount the mortgage received was around $2600-$2700, But the mortgage company keeps telling me that my Escrow Account is short and can not explain where the excess Escrow money went.
Please help I would like to have my account adjusted to reflect they payments paid, my account brought current like their Loss Mitigation and their Foreclosure Department stated that it was suppose to have been back in Jan 2013 and to have the Foreclosure Sale STOPPED. I would also like to have someone who will call me back get in contact with me so we can get my Mortgage modified to a fixed rate.
The amount that needs to be adjusted is the $[protected] already paid and the amount that was added to what needed to be paid which is about $[protected].

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Mr. Cooper payments not applied

My mortgage was transferred to Nationstar from Bank of America. Although I had gotten behind 2 months prior to the switch, I have paid every month at least the minimum to Nationstar. Last month instead of applying my funds to my monthly mortgage payment, they credited nothing at all! I called them with my receipt in hand, and was told, "that is put in a separate account until you make another payment this month". WHAT? Therefore they are claiming that I am 3 months behind and after the 1st I suppose it will be 4 months, and with the way they do math, I am guessing this will allow them to start foreclosure proceedings. This is atrocious! I have paid Nationstar every month. I even tried to give them extra payments however you cannot make a payment online for less than the minimum. (and yes the $9.95 online payment fee is nuts too). I also think that they send someone to my house every month and then charge me $12. UM I have paid you every month! Crooks, crooks, crooks. Funny how my loan started our as a gov't loan and now this is what I have while our tax dollars bailed out all the Wall Street crooks.

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Timothy M. Stull
Phoenix, US
Sep 12, 2013 11:32 am EDT

NationStar is notorious misapplying mortgage payments & then applying monies to a suspense account. They hold funds in the suspense account and then eventually apply those funds direct to late fees, attorneys fees, ect. This is how NationStar procures their larger revenue streams. This method of payment application violation of HUD & RESPA law. You will need to challenge NationStar aggressively by filing the necessary Federal & State level complaints. Otherwise, NationStar will continue to abuse you, collect aggressively and foreclose. Feel free to call my office at 877.297.7011 for more information or visit www.TheFreshStartFirm.com

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5:04 pm EDT
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Mr. Cooper bad service staff

Bank of America sold my loan to Nationstar Mortgage with one more payment left. I think it is strange that a company would buy a loan with one payment left or that a company would sell one like this. I called Nationstar to find out about payoff and got a call center in the Philippines. The woman I talked to sounded like she was reading from a script and was of no help with my questions. She just kept repeating what she had said. I looked on the website and got a number in Lewisville, TX and was told the exact same thing. Evidently these people have no conversational skills and can only say what is written on a piece of paper in front of them. This woman did laugh at me when I told her that I was not happy with the company's service. Maybe since they are a collection company all the people working for them have that mentality.

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6:59 am EDT
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Mr. Cooper delays

Aurora had our mortage 4 years ago. When I tried to modify the loan they told me they wouldn't look at it until I missed payments (which I have never done, ever). So I missed a few payments, then they decided to start "helping". To cut a very long story short, every 30 days (that we were told we had to wait for the underwriters to review), I called and they told me the underwriters couldn't get to it, but now the information they had was old and I'd have to re-submit new docs. This went on for about 3 years until Aurora sold off the mortgage to NationStar in 2012 and in October 2012 I hired an attorney to start the whole process over with them.

Here we are in June 2013, still being told they have all the docs, to wait another 30-60 days...at which point they will probably tell me the docs are out of date, please send new ones and wait another 30-60 days. And the cycle continues. The problem is, is that as of this morning 30 year fixed rates have risen again to 4.46%. If and when this ever gets modified, the rates will be where they were 4 years ago (or higher) and we're back in the same boat.

Why has no one filed a class action law suit against these clowns?! If there is one out there, please post. Otherwise I will certainly look into doing it myself.

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4:43 pm EDT
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Mr. Cooper missouri — failure to provide payoff and vom

I have been waiting since May 1 to close on the refinance of my home. A week before I signed the GFE with the new lender, I received notice that my current loan was sold off to Nationstar Mortgage. My new lender has tried repeatedly to get the payoff and VOM from Nationstar, as have I, and received numerous excuses as to why this information has not been sent. I spoke with 3 different people on the same day requesting this information be sent to the title company and got 3 different answers to my request for this information. The payoff was finally received on June 14, well after my original closing date. However, they still have not provided the VOM nor is it showing on my credit report. My new lender has had to extend my GFE until July 17 in hopes that they will receive the information that has been requested. I have also incurred various fees from Nationstar during this time although they have failed to honor our requests for information. This is my credit and my financing----why does Nationstar feel they can hold my information hostage? This business needs to be investigated and closed down.

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jhself
philadelphia, US
Jun 24, 2013 6:20 pm EDT
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I have just be sold to Nationstar as of 6-1-2013 and I am unhappy. I was informed of the change in May that as of 6/1 Nationstar would be my mortgage company. Today is 6/24 and I am just receiving a package from them that is inadequate in explaining the logistics of indebtedness to them. I received a call at work last requesting a June payment. I explained that I never received my welcome package and that I needed that so I could understand everything. I was also told that because I am in PA, I could make my payments over the phone with no additional fees applied, but that is not in the paperwork. I was also told that I owed the entire amount for June, but was later told that I only owed 1/2 as my prior mtge company had transferred half. My old mortgage co. allowed my to pay 1/2 twice monthly but Nationstar does not offer that. The paperwork says I need to notify the ins co of the mortgage company change. They don't seem to do anything but ask for money with very few services. I haven't been with them a month and I don't feel comfortable. Looking for a new mortgage company.

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11:57 pm EDT
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Mr. Cooper payments not applied on time

Worst mortgage company ever. My loan was sold to Nationstar from Auroa. I NEVER had a late payment with Aurora but have had to late payments in the last 7 months with Nationstar. They charge a fee to make a payment online which is ridiculous. Even the credit card companies who nickel & dime you to death do not charge a fee. I can not make my payment on the first of the month & have explained this but still get it there before the late fee should be accessed. Last time I was told I was past due I sent another check and miraculously my first check posted within 2 days of the second payment. Where do we sign up for a class action suit? This company needs to be put out of business and we need a reputable mortgage company to take over our loans.

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Victim of Nationstar
Big Bear Lake, US
Jun 27, 2013 1:09 pm EDT

We have been requesting Nationstar remove an impound account for which they had no authority to add to our mortgage (when they took over Aurora). We agreed to sign their waiver in order to remove it. In sending back their paperwork, a check made out to my husband for $2450.00 was erroneously placed in the envelope. We thought the check was lost, but didn't worry about stopping payment because not only was it a third party check, but it had not yet been signed! Nationstar wrote our loan number on the front top of the check and cashed it ! Isn't that theft, or fraud, or something?
We still are not able to get the impound account removed although we have zero balance. The SB tax assessor sent back to Nationstar their tax payment (in a bulk check, correctly identifiying our APN number) because we had already paid the bill. Nationstar will not credit our account with the payment which was sent 5-29-13 per SB County tax assessor.
Is there help out there?

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Mr. Cooper payments etc.

First, Bank of America sold my loan to this company (Nationstar Mortgage co) my first payment was Mar.1st 2013 and the 1st of each month following...Well I made payments on time and each month they sent letters saying I was behind on my payment, I wrote and sent a copy of my check where they cashed it, front and back and wrote them a nasty letter because they made me mad. My interest is 5.375% it takes almost half of my income and I don't have enough money left to get through the month. They don't care as long as they get their lousy dollar(s). Recently we turned in a claim for damage to our roof. Our insurance company said I had to send the insurance check they sent me (for repairs) to Nationstar for their endorsement and they were to send it back to me. Instead they kept the check and I have been "fighting" with them to get it returned but they will not return it. The guy who wants to do the work is harassing me over that stupid check telling me he has to pay taxes on that money because his I.d number is on it. He is threatening me with putting a lien on my property when I haven't even signed a contract with him I have never seen such a mess in all my days, About nationstar they are as bad as Bank of America. I hate ALL loan companies. They all harass We have gotten to the point we do not answer their phone calls. I tried to get A of A to do a home modification loan for us but they wouldn't help. As I said before, none of them care for the poor. They only want that money . Ouy of my 609.28 a month payment I get credit for only $189.00 on my principal. Wow at this rate I will not get anywhere I agree that the federal government does need tp investigate. The problem with the one who is in office in Washington, he doesn't care.

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Mr. Cooper payments applied

Part of the problem with this outfit is that they are not a bank- they are a debt collection agency and there appears to be no federal regulation. This month marks the 3rd time in less than 2 years that they have deliberately misapplied additional principal on my payment, and instead pre-paid my interest for 3 months. I say deliberately because there is no possible way to do this accidentally. Both the paper mortgage payment slips AND their Wells fargo online payment system have a place to indicate how you want funds applied, and they simply ignore it. Making sure your mortgage servicing company isn't ripping you off shouldn't be a full time job.

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NoSoup4NationstarMortgage
salinas, US
Jun 05, 2013 2:08 am EDT

I unwittingly signed up for the “trial period” for a loan modification with Nationstar. As I did not hear back from the agent named on the “offer” letter I began to research their program to see if I could find any information on their process. Low and behold….volumes of complaints on any type of related forum and complaint board. So I immediately just went back and made my regular payments. I denied their offer after finding out their tricks. (Remember…their “collectors” are not that bright). That made them hunt for anything they could to intimidate me. I have three fax numbers for them – bankruptcy [protected]), foreclosure specialist [protected]) and research [protected]). When I fax, I fax all of them. I reiterate everything that was discussed in conversation as well as any response to any letters they send. I went to pay and the rep would not take my payment, said that there was a demand letter – I have not received it (of course), but found out how much is due and when. I faxed the rep asking to fax me a copy asap – to all 3 fax numbers! After what I’ve read I will submit complaints to FTC in Texas, State Attorney General (for CA & TX) to Consumer Financial Protection Bureau (I downloaded their listing so I can provide complain counts with my faxes), Texas Dept of Savings and Mortgage Lending, as well as a good number of the 488 state representatives. Here is where you can find that information. 1) http://www.sentate.gov/general/contact_information, 2) http://www.house.gov/representatives/ 3) http://tomas.loc.gov/home/state-ligistures.html 4) http://www.whitehouse.gov/contact/ . Lawsuit: Triplett vs Nationstar Mortgage Settlement – google it to see if you can participate.

Get one of those online fax services so you can fax from your computer. Feel free to contact me – I’ve been researching and looking for more fax numbers – I’m making it a point to be heard! Good luck everyone.

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10:49 am EDT
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Mr. Cooper personal info

Nationstar mortgage sucks! I am a new customer, but not by choice. My bank sold our mortgage to nationstar. My first attempted contact with them was to update my personal sharing info. The notice stated I could either call or mail in the attached form. I chose to call and after trying twice, just gave up. The number listed does not give any choices for updating your personal sharing preferences and, of course, their customer service center was closed. The recording stated my monthly payment was late & payment was due immediately. My payment had been made several days prior, and one time. I verified this by checking to see if the money had been taken out of my bank account.
These complaints may seem trivial, but we have always been good customers to our previous mortgage holders and our payments are made on the due date every month. I don't think that asking for good customer service in return is too much to ask. I am so not looking forward to having nationstar hold our mortgage.

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NoSoup4NationstarMortgage
salinas, US
Jun 05, 2013 2:09 am EDT

I unwittingly signed up for the “trial period” for a loan modification with Nationstar. As I did not hear back from the agent named on the “offer” letter I began to research their program to see if I could find any information on their process. Low and behold….volumes of complaints on any type of related forum and complaint board. So I immediately just went back and made my regular payments. I denied their offer after finding out their tricks. (Remember…their “collectors” are not that bright). That made them hunt for anything they could to intimidate me. I have three fax numbers for them – bankruptcy [protected]), foreclosure specialist [protected]) and research [protected]). When I fax, I fax all of them. I reiterate everything that was discussed in conversation as well as any response to any letters they send. I went to pay and the rep would not take my payment, said that there was a demand letter – I have not received it (of course), but found out how much is due and when. I faxed the rep asking to fax me a copy asap – to all 3 fax numbers! After what I’ve read I will submit complaints to FTC in Texas, State Attorney General (for CA & TX) to Consumer Financial Protection Bureau (I downloaded their listing so I can provide complain counts with my faxes), Texas Dept of Savings and Mortgage Lending, as well as a good number of the 488 state representatives. Here is where you can find that information. 1) http://www.sentate.gov/general/contact_information, 2) http://www.house.gov/representatives/ 3) http://tomas.loc.gov/home/state-ligistures.html 4) http://www.whitehouse.gov/contact/ . Lawsuit: Triplett vs Nationstar Mortgage Settlement – google it to see if you can participate.

Get one of those online fax services so you can fax from your computer. Feel free to contact me – I’ve been researching and looking for more fax numbers – I’m making it a point to be heard! Good luck everyone.

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11:19 am EDT
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Mr. Cooper mortgage payoff

I am reporting this company on my sister's behalf regarding the piss poor service that nation star is providing. Her mortgage was with countrywide, then sold to bank of america and currently nation star. From waht she had told me, theri service is horrible! When she calls to get info in her mortgage, they always try to steer her to their online site to get the information and don't even bother to give info over the phone. Now she's trying to payoff these scavengers and she can't even get a calculated payoff over the phone or on the website. She was told they only provide this via mail or fax... Really... They need to get with the times-ever heard of email. So, she requested the payoff via mail and it's been over a week and still nothing. She called and was told by a peon on the phone that 'something was mailed out, but I can't see what it was'. She was also told by another that she can't verbally give her an estimated payoff because they don't have the means to do so. How backwards id this company? If your mortgage is sold to these jokers, this is the kind of service that awaits you - no service at all! I think this company will eventually fold under because of the lack of service.

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Mr. Cooper mortgage payoff

My realtor called nationstar on Monday to get payoff on our house and said close date would be fine for Friday. They said if we didn't have it on the title companys fax 24 hours before close to call them back and expedite the payoff. Thursday Morning we still did not have it so we called Nationstar back. This time they said expediting would take 48 hours. They told us they changed their policy on Wednesday and were sorry they did not let us know. So waiting at title company called again. One individual told us they had already faxed it and had confirmation. Next person told us it had not. A supervisor by the name of Anthony Promised us it would be there. Took off work and both jobs require 2 weeks to get personal day approved. I wonder what Nation stars policy is? They lied to us multiple times and failed to inform us that we may want to change our close date due to the fact that they were not ready. Everyone showed up but them.

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NoSoup4NationstarMortgage
salinas, US
Jun 05, 2013 2:09 am EDT

I unwittingly signed up for the “trial period” for a loan modification with Nationstar. As I did not hear back from the agent named on the “offer” letter I began to research their program to see if I could find any information on their process. Low and behold….volumes of complaints on any type of related forum and complaint board. So I immediately just went back and made my regular payments. I denied their offer after finding out their tricks. (Remember…their “collectors” are not that bright). That made them hunt for anything they could to intimidate me. I have three fax numbers for them – bankruptcy [protected]), foreclosure specialist [protected]) and research [protected]). When I fax, I fax all of them. I reiterate everything that was discussed in conversation as well as any response to any letters they send. I went to pay and the rep would not take my payment, said that there was a demand letter – I have not received it (of course), but found out how much is due and when. I faxed the rep asking to fax me a copy asap – to all 3 fax numbers! After what I’ve read I will submit complaints to FTC in Texas, State Attorney General (for CA & TX) to Consumer Financial Protection Bureau (I downloaded their listing so I can provide complain counts with my faxes), Texas Dept of Savings and Mortgage Lending, as well as a good number of the 488 state representatives. Here is where you can find that information. 1) http://www.sentate.gov/general/contact_information, 2) http://www.house.gov/representatives/ 3) http://tomas.loc.gov/home/state-ligistures.html 4) http://www.whitehouse.gov/contact/ . Lawsuit: Triplett vs Nationstar Mortgage Settlement – google it to see if you can participate.

Get one of those online fax services so you can fax from your computer. Feel free to contact me – I’ve been researching and looking for more fax numbers – I’m making it a point to be heard! Good luck everyone.

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5:01 pm EDT
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Mr. Cooper inefficiency, poor customer service, worthless

Our mortgage was sold to these inept vipers in march of 2013. They never bothered to tell us they could not continue to take our twice-monthly mortgage payments from our account. They then called to tell us we were behind. When I figured out what had happened, I sat on the phone for 45 minutes with the equity company they use to set up these payments, along with an actual nationstar representative. After all of that, they had me send a check for that month and assured me payments would begin to be removed from my bank account at the end of april. Here we are mid-may, nothing has been withdrawn, and I have them calling me multiple times per day looking for money that they did not take. So, I call again. The representative is of no help. Ironically, while I am on the phone, their damn toll free number is calling on my other line. Additionally, when I demanded a supervisor, he was in a meeting and could not come to the phone. They have poor customer service. I am concerned they will ultimately affect my credit rating. I asked for a direct line to a supervisor to contact in the morning, he could not give me that. I am immediately going to work on refinancing my loan, if for no other reason that to get it away from nationstar.

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NoSoup4NationstarMortgage
salinas, US
Jun 05, 2013 2:10 am EDT

I unwittingly signed up for the “trial period” for a loan modification with Nationstar. As I did not hear back from the agent named on the “offer” letter I began to research their program to see if I could find any information on their process. Low and behold….volumes of complaints on any type of related forum and complaint board. So I immediately just went back and made my regular payments. I denied their offer after finding out their tricks. (Remember…their “collectors” are not that bright). That made them hunt for anything they could to intimidate me. I have three fax numbers for them – bankruptcy [protected]), foreclosure specialist [protected]) and research [protected]). When I fax, I fax all of them. I reiterate everything that was discussed in conversation as well as any response to any letters they send. I went to pay and the rep would not take my payment, said that there was a demand letter – I have not received it (of course), but found out how much is due and when. I faxed the rep asking to fax me a copy asap – to all 3 fax numbers! After what I’ve read I will submit complaints to FTC in Texas, State Attorney General (for CA & TX) to Consumer Financial Protection Bureau (I downloaded their listing so I can provide complain counts with my faxes), Texas Dept of Savings and Mortgage Lending, as well as a good number of the 488 state representatives. Here is where you can find that information. 1) http://www.sentate.gov/general/contact_information, 2) http://www.house.gov/representatives/ 3) http://tomas.loc.gov/home/state-ligistures.html 4) http://www.whitehouse.gov/contact/ . Lawsuit: Triplett vs Nationstar Mortgage Settlement – google it to see if you can participate.

Get one of those online fax services so you can fax from your computer. Feel free to contact me – I’ve been researching and looking for more fax numbers – I’m making it a point to be heard! Good luck everyone.

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D
12:11 pm EDT
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Mr. Cooper fraud, non compliance, false statements

I started the Harp process with Nationstar Mortgage in June of 2012, it is now May 2013 and still nothing...I have called, emailed, and get no response. I have submitted all the paperwork as requested, and been told approved, but the final paperwork never seems to arrive, and because of the time lapse they need to run another credit check and we have had 2 appraisals to this point. What more can I do? They can not get away with this..it is wrong!

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NoSoup4NationstarMortgage
salinas, US
Jun 05, 2013 2:13 am EDT

I unwittingly signed up for the “trial period” for a loan modification with Nationstar. As I did not hear back from the agent named on the “offer” letter I began to research their program to see if I could find any information on their process. Low and behold….volumes of complaints on any type of related forum and complaint board. So I immediately just went back and made my regular payments. I denied their offer after finding out their tricks. (Remember…their “collectors” are not that bright). That made them hunt for anything they could to intimidate me. I have three fax numbers for them – bankruptcy [protected]), foreclosure specialist [protected]) and research [protected]). When I fax, I fax all of them. I reiterate everything that was discussed in conversation as well as any response to any letters they send. I went to pay and the rep would not take my payment, said that there was a demand letter – I have not received it (of course), but found out how much is due and when. I faxed the rep asking to fax me a copy asap – to all 3 fax numbers! After what I’ve read I will submit complaints to FTC in Texas, State Attorney General (for CA & TX) to Consumer Financial Protection Bureau (I downloaded their listing so I can provide complain counts with my faxes), Texas Dept of Savings and Mortgage Lending, as well as a good number of the 488 state representatives. Here is where you can find that information. 1) http://www.sentate.gov/general/contact_information, 2) http://www.house.gov/representatives/ 3) http://tomas.loc.gov/home/state-ligistures.html 4) http://www.whitehouse.gov/contact/ . Lawsuit: Triplett vs Nationstar Mortgage Settlement – google it to see if you can participate.

Get one of those online fax services so you can fax from your computer. Feel free to contact me – I’ve been researching and looking for more fax numbers – I’m making it a point to be heard! Good luck everyone.

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MadasHelland won't take it anymore
Lewisfille, US
May 09, 2013 10:08 am EDT
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Here are the contact names:
Chief Executive and President - Anthony Barone 350 Highland Drive Lewisville, TX 75067
General Counsel - Anne E Sutherland same address
Vice President - Amar Patel same address
Vice President - Bob Appel same address
Vice President - Greg Oniu same address
Vice President - Jesse Bray same address
Start sending these folks certified mail and maybe they'll wake up

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3:17 pm EDT
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Mr. Cooper customer service

Customer service is horrible. Mean, not helpful and dry. You call and wait and then hang up feeling like you accomplished nothing. This company's business turnaround time in this day of age (We are in the 21st century) - is shocking. These people act like they are in the year 1984. Literally. Instead of caring about their customers on an indiviudal basis, we literally get the sentence, "well you have to understand, we get thousands of these phone calls a day and you are just 1 of them" rebutles. Realy? This is how you run a business? I feel like we are stuck - our loan was sold to these jerks and we can't do anything about it.in fact the month it was sold, our previous lender forwarded that month's payment to nationstar mtg to bring us in current (We have never missed a mtg payment in 20 years) and they lost it! We asked where it was and they told us to call our previous lender! And they had it all along in a holding account just sitting there while they charge us late payments and call our home for collections purposes. This type of business recklessness can ruin ones credit and future if one is not vigilent to act upon such negligence. The only good thing about nationstar is the 1 employee that finally went the extra mile to help us figure out their mess - her name was tiffany in customer service and she was a new employee! Get a load of that! This company should do some heavy duty customer service training in all areas of their company. Beware!

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goodday
, US
Feb 10, 2012 6:11 pm EST
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Worst customer service of any mortgage company. Loans can not be paid online or by phone without a fee. Phone system is set up so that it is nearly impossible to get a person on the phone. Customer service is highly incompetent and rude. I did not choose this company, I was transferred. Now i am stuck. I will be refinancing just so I do not have to deal with them anymore. Jordan Phillips is the least helpful supervisor of any I have dealt with.

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K Kuczek
Arlington, US
Jun 05, 2012 3:07 pm EDT
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Absolutely the most unprofessional, rude mortgage division on the planet. A simple refinance request that took over 5 months & eventually was turned down due to their inability to calculate a debt to income ratio properly after being told that we were approved. Steer clear.

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NoSoup4NationstarMortgage
salinas, US
Jun 05, 2013 2:12 am EDT

I unwittingly signed up for the “trial period” for a loan modification with Nationstar. As I did not hear back from the agent named on the “offer” letter I began to research their program to see if I could find any information on their process. Low and behold….volumes of complaints on any type of related forum and complaint board. So I immediately just went back and made my regular payments. I denied their offer after finding out their tricks. (Remember…their “collectors” are not that bright). That made them hunt for anything they could to intimidate me. I have three fax numbers for them – bankruptcy [protected]), foreclosure specialist [protected]) and research [protected]). When I fax, I fax all of them. I reiterate everything that was discussed in conversation as well as any response to any letters they send. I went to pay and the rep would not take my payment, said that there was a demand letter – I have not received it (of course), but found out how much is due and when. I faxed the rep asking to fax me a copy asap – to all 3 fax numbers! After what I’ve read I will submit complaints to FTC in Texas, State Attorney General (for CA & TX) to Consumer Financial Protection Bureau (I downloaded their listing so I can provide complain counts with my faxes), Texas Dept of Savings and Mortgage Lending, as well as a good number of the 488 state representatives. Here is where you can find that information. 1) http://www.sentate.gov/general/contact_information, 2) http://www.house.gov/representatives/ 3) http://tomas.loc.gov/home/state-ligistures.html 4) http://www.whitehouse.gov/contact/ . Lawsuit: Triplett vs Nationstar Mortgage Settlement – google it to see if you can participate.

Get one of those online fax services so you can fax from your computer. Feel free to contact me – I’ve been researching and looking for more fax numbers – I’m making it a point to be heard! Good luck everyone.

S
S
Sophia byrd
Carson, US
Mar 28, 2013 6:23 pm EDT

just got off the phone with a suppose to be supervisor name Grant and told me that there is not tooooo much that they can do for me since I am not behind, but my salary has been cut. So, it appear that I will forever be one month behind and they keep adding fee;s to my account and its sad, they don't want to help you, they are like ALLLLLLLLLLLLLLl the other banks that want you to reallly fall behind. WOW< Nationstar is really sad, just like them all and as far as ANY assistance, stop calliing me than if you are not WILLING TO HELP ME, I will just change my phone number so I can stop receiving your calls. HOw about that DUMB ###.

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Ca customer
Irvine, US
Jun 08, 2012 3:09 pm EDT
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I am trying to refinance using Fannie Mae guidelines in which I qualify. I have a loan with Bank of America and they are completely cooperative and refinancing the home. Nationstar on the other hand does everything they can to not refinance the loan. The loan officer kept contradicting himself and kept trying to come up with reasons why I couldn't refinance. They are worst of all. I wish my loan would be transferred again.

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6:48 pm EDT
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Mr. Cooper illegal fees

Because of repeated non answers to my complaints filed please join Nationstar Mortgage sucks on facebook and share your stories

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NoSoup4NationstarMortgage
salinas, US
Jun 05, 2013 2:13 am EDT

I unwittingly signed up for the “trial period” for a loan modification with Nationstar. As I did not hear back from the agent named on the “offer” letter I began to research their program to see if I could find any information on their process. Low and behold….volumes of complaints on any type of related forum and complaint board. So I immediately just went back and made my regular payments. I denied their offer after finding out their tricks. (Remember…their “collectors” are not that bright). That made them hunt for anything they could to intimidate me. I have three fax numbers for them – bankruptcy [protected]), foreclosure specialist [protected]) and research [protected]). When I fax, I fax all of them. I reiterate everything that was discussed in conversation as well as any response to any letters they send. I went to pay and the rep would not take my payment, said that there was a demand letter – I have not received it (of course), but found out how much is due and when. I faxed the rep asking to fax me a copy asap – to all 3 fax numbers! After what I’ve read I will submit complaints to FTC in Texas, State Attorney General (for CA & TX) to Consumer Financial Protection Bureau (I downloaded their listing so I can provide complain counts with my faxes), Texas Dept of Savings and Mortgage Lending, as well as a good number of the 488 state representatives. Here is where you can find that information. 1) http://www.sentate.gov/general/contact_information, 2) http://www.house.gov/representatives/ 3) http://tomas.loc.gov/home/state-ligistures.html 4) http://www.whitehouse.gov/contact/ . Lawsuit: Triplett vs Nationstar Mortgage Settlement – google it to see if you can participate.

Get one of those online fax services so you can fax from your computer. Feel free to contact me – I’ve been researching and looking for more fax numbers – I’m making it a point to be heard! Good luck everyone.

ComplaintsBoard
S
7:40 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Mr. Cooper poor service

I have never been treated so terribly as I have by nationstar. Applied for a mortgage back in november - my husband is a 23 year veteran of the police force, I am a 15 year teacher. We both have 800+ credit ratings and enough cash to buy our home outright. We have been given the run around, had our files mishandled, been asked for the same information repeatedly only to be told in the 11th hour that they could not move forward with our closing on time. If we are not the type of clients a mortgage company would want as a customer, who would they want? We have had to reschedule moving flights, hotels and rental cars and all at our own expense. After over 500+ pages of documentaion - most of which they had no idea what they were even asking for - all I can say is do not go through nationstar for your mortgage! They have a cooperative relationship with kb homes and I will stop at nothing to make sure that relationship is severed! This is not how good customers should be treated and kb should not want to let their home buyers being treated with such utter disrespect. Run in the other direction and take your business elsewhere while you still have the chance!

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11:53 am EDT
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Mr. Cooper 18 months of living hell

Shaking my head, where to begin?August 2011. My wonderful mortgage company of 7 years informed me that nation star bought my loan from them. Refinanced twice over the years, professional and competent, friendly service at all times. I never received anything from nation star, how and to whom do I send my august mortgage payment?This initial seemingly insignificant misstep can now be seen as a very prophetic, big red flag. My first call to ns (Nation star will be ns from here) was comical. Me:"i'm sorry, I haven't received anything from you with an account number, any information or anything". Telling the csr (Customer service rep from here) that my prior mortgage company was the only reason I knew they owned my loan as of 8/16/11. Csr response:"i know, we're very sorry. You're not the only one so we're waiving any interest and late fees for a few months". Ok, will I be receiving something like a welcome letter? I really don't want to send over two thousand dollars to an unknown entity. A few weeks later I did receive a payment envelope. This spoke volumes. A mortgage company that can't mail a group mailing?I immediately started the process to remodify my loan as encouraged to by my prior mc.

The 18 months that followed this seemingly simple request have been the worst of my life. Things have transpired with ns that would make obama's eyebrows raise, anger rage and eye twitch. I won't bore you with the details, let's just say that I decided to sell my home of 16 years because ns has purposely sabotaged, traumatized and made remodifying absolutely impossible. I was trusting and patient to a fault. Never imagined the level of slithery, gross unprofessionalism that was possible by a company that has the privelage of owning our homes. I never asked for the many months of abusive, belittling language from csr's, them "losing"packets of usps confirmed mail, "never receiving" multiple faxes and not following through with several promises to "see your remodification through" to being finalized. I have had panic and anxiety attacks, the sheriff serving papers on the one day I asked for the respect to be left alone while my elderly father had major surgery, two ruined christmases and countless csr's who have spoken down to me as if they own me, threatening me with foreclosure when they are the ones to blame. Guilty of losing all of my paperwork then "i'm sorry, we closed your case due to insufficient documents". Seriously!Supervisors who speak to you as if they're finally the ones who can help you, save you from further ignorance and horrid communication.

In the beginning months, I received many calls per day, holidays and often calls on sundays from them. When I finally had enough in november 2012, contacting several higher ups, the attorney general's office and a formal complaint with ns, their response? They retaliated by starting the foreclosure process. My rights as a customer have zero bearing nor importance to them, my sincere and honest efforts to comply with almost hundreds of changes to their "underwriter's" list of required documents, I finally realized I was swimming upstream and hired a lawyer. He compared talking to them as "a kafka book". Perfect analogy. I dealt with it for 16 months when he came into the picture, holding off the wolves single handedly. He was flustered within a week. With his help, I really thought we could see the remodification through. Not the case. I heard nothing from them, all they told him was that the underwriter"rejected" my documents (I wasn't aware it was even sent to underwriting) and nothing more was asked of me, no more alterations to the current docs, no more adding nor subtracting from what they wanted from me. No more faxes that had already been faxed multiple times. No more "i'm sorry, I never received it" despite the facsimile sheet saying "ok" on it.

I raised the white flag and hired a broker to sell my home. I notified them of this. My lawyer did as well. My broker said, "all you need to do is let them know it's not a short sale". Done. March 18th my house was officially listed. February 26th ns claimed they called me to tell me my remodification wasn't accepted.18 months for what?I provided every single thing they requested and then some. They aggressively proceeded with foreclosure without as much as a peep to my lawyer's letter requesting contact from them if anything further is needed for the remodification. I am not lying down and or doing cart wheels for them anymore. In pure scarface mode, "say hello to my lil friend"... Please contact me if you would like to join me in making ns own their choices to hurt people, play with lives and conduct business to only benefit them and sabotage any possibility of success for those they are supposed to be serving. Thank you for listening and I look forward to hearing from you! All the best, lj

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Mr. Cooper Customer Reviews Overview

Mr. Cooper is a home loan and refinancing provider that aims to assist homeowners in managing their mortgages. They offer a variety of services including loan origination, mortgage servicing, and refinancing options. Customers can access their accounts online to make payments, view statements, and track loan progress. The company also provides tools and resources to help customers understand their home financing options and make informed decisions about their mortgage.

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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