Mr. Cooper
Reviews and Complaints

Dear Mr. Cooper! This is in response to your certification letter about my overdue payment. Since February 2021, I am unable to get your company to provide the accurate information I’ve requested. Please check your records as it will reflect that I have called and emailed you numerous times in an attempt to obtain accurate information to secure assistance on overdue payments. I had applied in February 2021 for mortgage relief assistance through the California Mortgage Relief Program and was only denied after your company sent them a debt letter saying I hadn't been past due for 2 months and that was the only criteria I didn't meet. However, Mr. Cooper proceeded to send me statements and documents stating that I had been past due for two months or more, meaning I did meet the criteria and should be eligible as that was the only issue. I triple-checked the California Mortgage Relief program, I spoke to their supervisors, and appealed their decision. Also, I sent them more statements and documents showing I qualify and that I am two months or more past due. But my appeal was rejected. They said Mr. Cooper sent them document showing I was not overdue, and I was told to reapply. So, I reapplied around May 2021 and got rejected again because your company sent documents showing I wasn't two months behind. Yet again my statements and your documents on my account show I am.

Frustrated by the long waits and back and forth, I approached my university for housing assistance, and they were more than willing to help. But this is my fourth attempt to get accurate information from Mr. Cooper. This new request is now going on 4 months as of 11/15/2022. Mr. Cooper continued to send me incorrect W-9 information despite my written and phone calls requesting the information needed to proceed. The last W-9 was also rejected because your EIN is wrong, and you entered the wrong address. My school contacted you and got the correct address but when they try to verify your EIN it is wrong. They are now asking you for different vetting documents because you have failed to send accurate information time and time again. They are questioning your business and now so am I.

On top of all this, you have the nerve to send me a threatening letter of taking further action against me when it is you who have failed to provide accurate and timely information to both organizations. I can't be helped when you fail. Also, you returned my $2,800 payment I made to you. It was returned on 11/15/2022. I feel the return payment and failure to provide accurate information is your attempt to get me to be even more behind So, you can take my home and sell it for a profit. If this continues and if I get contacted again that you have failed to provide the accurate information or if you try to take further actions, I will get the Department of Veterans Affairs, HUD, the Attorney general and any other veteran support legal services involved in this matter to investigate my case fully. Something is clearly not right here.

Check my records with you. I have communicated with you every step of the way and informed you of why my first two relief attempts were rejected. I even tried to discuss payment arrangement, but you were only willing to give me 3 months to pay which As I explained, due to the COVID-19 pandemic, I was behind. 3 months is not enough I asked for 6 months to make payments because that is more reasonable, but you declined. Paying the balance in 6 months will not hurt you, but it will hurt me in the end to have to make a $5,000 payment or more a month. I feel that your company is not trying to help me resolve this matter but instead more trying to find a way to pursue a default.

[protected]

Received call from Mr. Cooper agent saying my last two month of payments had not been received and they threatened foreclosure. I also received notification from them two weeks ago that they had an excess of $512.03 in an unspecified account. This is the escrow account which was established with Freedom Mortague from whom they purchased the loan.

Have checked with my bank, and they have verified that all checks that were issued to Mr Cooper account have been cashed by Mr. Cooper since they took over the loan.

I have missed no payments, have never been late, and have an escrow balance of over the $512. 03, they raised my payments to establish their own account to which I over pay each month and there is no mention of that.

This appears to be a very shoddy run business.

Back in Feb 2022 I declined the trial loan modification and made a lump payment to bring myself current. I was assured at the time that I was paying the correct amount after a recorded conversation where the agent went over all payments I had made that remained unapplied and subtracting it from the amount that was showing on my statement at the time. When my next statement showed a balance of two months still due, I called and had another 25 minute conversation, also recorded and was assured, once again, that I was current and the balance showing was an error. I took Pam from Texas at her word and continued to make monthly payments but didn't look at any of the statements till September. In August I was notified that I had been approved for a grant I had started applying for back in summer of 2021. The money came from the CARES act through the PA Homeowners Assistance Fund and was submitted electronically on Sep 16 in an amount equal to 3 months of payments,. Around the beginning of September, I started calling mr. Cooper to find out where those payments were and when they would be credited to my account. Over a 3 week timeframe I spoke to several agents and each told me the funds had not been received yet. All conversations were recorded, including the one with loss mitigation specialist, Jimmy Bobadilla who assured me that hew was researching it. I provided the ACH ID #. It was several days later after being ignored by Mr. Bobadilla when I hooked up with Tanya Hanners who "escalated" my complaint. 3 days later Tanya notified me that the funds had been located. They were in a lump sum with grant monies for several other PA residents but she could not provide a reasonable explanation as to why the person who was responsible for handling them hadn't been able to figure out who they were supposed to go to with 34 days having passed since they were received. Also, at this time, I discovered that my lump sum payment on 2/28/2002 still had not been properly credited and I still had a back balance of 2 months. Non of the other agents could explain and despite their assurances to research it, no one did a thing. Ms. Hanners "discovered" the mistake and did the correction. Now, in reviewing my new transaction history I show several payments credited and reversed. It looks as if my payments in 2/01, 3/01 and now 8/01/2022 were reversed and were not re applied, I won't be sure till I see the next statement, but it seems as if I will still carry a balance. I have requested a formal written assurance that I am credited for all months of 2022 through November with no payment due till Dec 1, 2022. Ms Hanners was not able to provide an explanation as to why none of the other agents who assured me I had no balance all summer did not take the proper steps to make the correctios. Nor could she provide me with an explanation as to why the grant funds sat unapplied for more than 34 days. or why no one even acknowledged their receipt in the 34 days and multiple phone calls I made to inquire about it. I even got a letter from the "research" team stating that they had found no errors.

Email sent to Mr. Cooper 9/7/2022:

This is the 4th attempt to discontinue phone calls for a terminated employee. We are receiving at least 1 phone call per day looking for the person.

When I called “Mr. Cooper” this morning after another phone call, the rep told me the only way to stop these calls is to contact the former employee. I feel it is your responsibility to contact the employee-not ours.

Please stop these daily phone calls to [protected]-this is the main line for the Human Resources Department for the COUNTY OF LAKE.

Michele Andre-Newton

Human Resources Technician

Department of Human Resources

255 N. Forbes St.

Lakeport, CA 95453

Phone: [protected]

Fax: [protected]

Response from Mr. Cooper:

Dear Valued Customer:

Please note that we are unable to locate an account under the property address and/or member information provided.

Should you have any additional questions regarding your account, or to view details about your loan summary and recent account activity, visit us online at mrcooper.com. To get started, click ‘Sign In’ and see how easy it is to manage your mortgage online.

We appreciate you bringing this matter to our attention. As a valued borrower, your satisfaction is our top priority. If we can be of further assistance, you can contact us directly at research.[protected]@mrcooper.com or you can contact Customer Service at [protected]. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT).

Sincerely,

Mr. Cooper

Research and Response Department

It's obvious no one really read my email!

I just had the most crazy call with a Mr. Coopers representative: Nathan was his name.

Since I was forced to be with this company it has been all bad. Massive spam calls and emails and snail mail. I told him I was not happy to be with this company. When I stated to Nathan that this whole thing was "Ugly" he asked if I had "looked in a mirror lately"... Then told me he could talk to anyone anyway he wanted to. I asked for his supervisor, he refused and said Nope and laughed.

What a gross company. I would NEVER recommend using this company if you have any say in the matter.

Incident happened 7/28/2022 Approx. 2:15pm pst

Hi,

I am confused about why I have not been contacted after I set up escrow to pay my home insurance? I am on a fixed income and the company has me billed for $1024.00 on July 19,2022! The insurance is supposed to be paid by Mr. Cooper now. So this bill should be paid by Mr. Cooper and I pay the MONTHLY payment of $299.00 a month to Mr. Cooper WITH MY MORTGAGE BILL! I was expecting this added on July payment. But it is still $479.81. PLEASE! I need my insurance and I am on a fixed income. I CANNOT pay a lump sum!

I participated in the covid forbearance plan, after a month I wanted to end it but was advised by Mr. Cooper that it would be in my best interest to complete the 3 months so I did. In the end of the plan I applied for a loan modification on 4-6-22 which went on for over a month with no communication I even emailed Raymond Dillman because I could never get in touch with my loan specialist. He essentially quit responding to my emails and was no help at all. Then I find out that the loan was created incorrectly by your employees so it was rejected and we had to start over! Another loan modification was created again with no communication and I could not contact my loan specialist. Finally I found out it was rejected again on 6/3/22. This whole time I have not been able to make a payment so now I am 5 months behind! This defeated the purpose of doing a forbearance I am worse off now then I was before I started the forbearance. I was not behind at all when I started it but did the forbearance in hopes to not get behind and ruin my credit. These are peoples houses your company is messing with I have been in my house for about 18 years and have never been behind, now I'm screwed.

I have had mortgages with several companies over 40+ years and have never encountered the problems I have had with Mr. Cooper. Mr. Cooper bought my mortgage from the company I used and I have had nothing but trouble with them. I arranged automatic monthly payments, which they were happy to set up. I then tried to make additional principal payments through their website on the page that says "Additional Payments - Additional Principal". They used my payment to pay themselves first and then put a small amount towards my principal. I immediately called the company and waited over 30 minutes on hold to speak to someone who said that I did everything right and it was an error on their part which they would correct. They did. The next month, the exact same scenario. Another 30+ minute wait on hold to speak to someone who said she didn't know what to do to fix it. I asked to speak to her supervisor who worked for another 30+ minutes to "fix" my account and assured me that it was set up to recognize my additional principal. This month, they did the exact same thing, taking my automatic monthly payment on the 10th then taking another monthly payment out of my additional principal payment on the 11th. I'm getting ready to make yet another call to this ridiculous company. If there is any way to have my mortgage serviced by another company, please let me know. Mr. Cooper is the worst!

On September 9, 2021 I made a payment to Mr Cooper/ Nationstar that they said I didn’t make. I didn’t notice this until the end of November when I went to make my December payment from their app. I contacted them and they said they had no record of it being made but my banking app showed the payment was made. The put me in touch with their research department in which I sent them screen shots of where the payment was made from my bank. They said they still couldn’t find it. I kept sending them the screen shots to them and they started ignoring me. I finally got extremely upset and they put me in touch with a Jessica Buchanan in their resolutions department. I sent her the same information over and over to get this resolved. She ended up ignoring me and not returning contact to me. I have went and filed a complaint with the BBB and the CFPB and still didn’t get anything resolved. It has been going on 5 months now and still nothing has been resolved and getting this payment fix. All of my bank records show that I have not missed a payment in over a year

I received notice from my bank regarding a higher payment next month and was never notified by Mr Cooper why this was done! THey should notify me in writing BEFORE notifying my bank of the increase.

Tried for four years to have the hazard ins mr cooper purchases reduced to the balance of the loan called number of times and get cut off or no response to waiting on hold wrote 6 letters requesting reduction no response finally got response 1/13/22 stated we take these requests seriously have response by 2/21/22 no response just went ahead and bought ins at higher amount 85,000 on 35,000 loan balance create a ticket system ignores my tickets chat system no help all they do is ignore me and lie every year the ins goes up 200 to 400$ financial hardship caused by higher payments

Mr Cooper intently and willfully mislead homeowners during the Cares Act period/Pandemic with regards to deferrals as an option at the end of forbearance periods. Their agents call you periodically to “check on you” and ask if you need more time and make you think that a deferral is available! I specifically stated “I am only interested in a deferral at the end and NOT A LOAN MOD”, to which their agent stated test that is an option. Then towards the end I could not get a hold of ANYONE AT MR COOPER! at the tail end of the forbearance period in September 2021, After calling for weeks trying to get a hold of my “dedicated loan specialist” I could not get a representative on the phone! I was finally told she no longer worked there…. I demanded a manager and again nothing.. This went on for over a week, letting time waste. They purposely avoid calls and intently string homeowners along, lie, waited until after the Cares Act ended to drop the bomb that they only want a LUMP Sum payment. They have agents that pass you along to other completely useless and ignorant agents and then the day I screamed, cursed and demanded to be escalated and try and resolve the balance they put a male on who aggressively stated I had to pay the lump sum OR be put into foreclosure! I finally got a manager who also could not give me answers or even a legit payment plan-I requested she pull the calls since they tell you they are “recorded” and she lied about the calls. These thugs have no shame and blatantly lie and set up homeowners for potential failure just to steal their properties. They know exactly how to train their agents to mislead, lie, and with intent to foreclose. They purposely let time erode because they know how to let the timelines run until you have no options. They are the worst of the worst you could ever entounter and cannot trust anything they say and they refuse to put anything in writing. I wonder why? Their website contains false and misleading information regarding your loan and is different from what they tell you “ on the phone” and they acknowledge that they do not know why it’s different.

They need to be held responsible for their fraudulent acts and willful distress they have placed on so many homeowners.

One day they will each pay the price for their actions because their recent lawsuits have not taught them to clean up their acts. They need another HARD slap from the feds and Elizabeth Warren

Their acts are criminal and should be dealt with ASAP. If you have been affected in the same way PLEASE FILE COMPLAINTS WITH THE CFPB AND EVERY STATE AGENCY!

I have a home mortgage with Mr Cooper I have 31 yrs. lift owing. I was using Mr Coopers Mortgage Pay Off Calculator from their website. The calculator showed if I put $10,000.00 on my principal that I would go from 31yrs lift on my mortgage to 14 yrs. lift on my mortgage. I called and talked with a rep from Mr Cooper they used the calculator and said yes that is what I got too. I saved $10,000.00 to put on my taxes I thought if I can knock off that amount of years it was worth using that money towards my principal of my mortgage. I applied it, a few days later I looked nothing changed on the amount of years on the pay off. I called again the rep said I need to do a Recast so they can adjust the terms on the years, I did that I received an email back explaining its an amortization I would need so I did that, I also explained the information on the calculator that was given to me and the confirmation from one of their reps when I called. They got back to me stating I'm getting 3 yrs. knocked off my pay off instead of going down to 14 yrs. lift to pay off like what I was given by both their mortgage calculator on their website and confirmed by their rep from Mr Cooper. I asked for the name and phone number of the person I need to talk too to take this further as of now I haven't received anything. I got scammed by this mortgage company. I don't feel safe doing business with this company anymore. If they could do this and this is what I'm aware of what else have they done or will do that I'm not aware of.

My name is Mona Aguayo my husband is Danny Aguayo

Email: [protected]@MonaAguayo.com

Ph. [protected]

After the nightmare of going through loss mitigation & being denied all options after my forbearance ended accept a conditional short sale or deed in leu of. I got no help at all. I resubmitted a new application which was the same circus but worse & applied for the California home owners assistance fund which was denied due to Mr. Cooper saying I was not recognized as a borrower or a successor in interest on the loan which is completely untrue & I communicate several times a week with them & I am on the loan account as the confirmed successor in interest. This is all while rejecting my documents time & time again & after 3 other people have submitted them with a letter explaining that they have everything & that the applications show complete in one system but blank in the other but it’s ignored & then rejected. I have never spoke to my single point of contact & the phone number given is the regular customer service phone number. They gave false information to a government agency that resulted in a denial for a mortgage grant to bring my loan current. Now they have accepted the rejected documents after sending them by email but have added the same application plus documents a 2nd time when it shows accepted it also shows a second time as update needed & my self employment income I faxed to prevent rejection & it was accepted but shows as child support & asks for income document. I have never seen a company or mortgage servicer so incompetent & I feel they are doing it on purpose. I have more than 50% equity in the home & they tell me I don’t qualify for a workout catch-up payment plan because I’m not the loan holder but as a successor in interest they are suppose to treat me as if I am the borrower.

I pay mortgage on time before or on the grace period every single time. I have never been late. I had two other mortgage providers before this and neither would call me as much as these people.

I am now on a temporary forbearence, have kept up and made payments and will be caught up by the 28th with no issues. I have followed all the rules and i am in excellent standing.

However even before this, i would get a call if it was even one day past the legal grace period. Every single day. Again this never happened with my previous mortgage providers. To make it worse when they call they do not call themselves Mr. Cooper they say they are a debt collector.

I have had it! I am not going to be bullied out of paying during the grace period or using a temporary forbearence and being made to feel i have done something wrong when they approved it!

I am livid and am tired of getting calls! I am within my legal right and timed frame! I will be filing a complaint very soon to have their practices looked into.

my account number is [protected] and i have not received a monthly statement for about 8 months I have been using old statements and coupons why has mr. cooper stopped sending me a monthly statement I have notified you a bunch of times and still no statement I always received them before and I would like for you to correct this please do this as it does not make mr. cooper look very good maybe this time it will be corrected I sure hope so

We were paying 152, 000 loan (principal amount). The interest PNC Mortgage (forgot to lock in they stated), so the original loan should have been at 3.2% not 4.9%. They apologized since realizing that's against the law.

Then the extra principal just seems to not make it on the loan and the amount owed should be in the negative at this point, but they still show a balance of 8, 832.00. So, will we ever get the extra principal we paid on the loan? Why are these loans not watched closer by the federal government? This was a 15 year. We want the principal back one month paying two payments because they lost one. It was their broken system online. It kept asking us to take COVID reief and every time we tried paying it would flash COVID relief.

Mr. Cooper took over my mortgage on November 1, 2021. I have had issues with the handling of my mortgage ever since. I was on a forbearance that was due to end on December 31, 2021. I kept getting frequent phone calls (from the beginning of them taking over my mortgage) asking if I was going to be able to pay off my forbearance. I informed them, yes, and that I did not have to wait til December 31st and could pay it off now, to which they would just tell me to wait til December 31st. I paid everything I owed on December 30, 2021 and tried to remove myself (via their website) off the forbearance plan. I tried to do this for over a month by phone, website, sending in a ticket, and using the online chat. For over a month, the forbearance stayed put. And I received no calls back to handle the issue. Strange how they called me so frequently about the forbearance until I paid it off and then I couldn't get anyone to remove the forbearance or return my calls once the forbearance was paid.

My property taxes were due on December 31, 2021 and my home insurance was due January 8, 2022. I kept calling customer service and "escalation" team asking if they were going to pay both notes because both deadlines were approaching and they hadn't been paid yet. I kept being told yes and to not worry about it. My home insurance expired on January 8, 2022. Today is January 16, 2022 and I am told by the insurance that my home insurance is still not received. When I asked Mr. Cooper's insurance company on January 8, 2022 why didn't they pay my mortgage sooner they stated that they called the insurance on December 30 (New Years Eve) to discuss payment. Why would they wait til December 30th to contact my insurance. Mr. Cooper then told me that they made the payment by REGULAR MAIL on the morning of January 8, 2022. However, on Mr. Cooper site it states that it was paid on January 10, 2022. As of data, my insurance is cancelled and my insurance company has still not received payment. Mr. Cooper also states that my taxes was paid on January 11, 2022. It was due December 31, 2021. Why would they wait to pay my taxes AFTER the due date. As of date, my county still hasn't received payment.

Since December, I have asked for a supervisor from Mr. Cooper to call me to discuss all these issues. I got a call (from a rep) on January 13, 2022. All the rep seemed to be interested in is that all the issues had been resolved. They waited to call me AFTER their site finally updated the forbearance issue (done on January 12, 2022), AFTER the taxes were paid (past it's due date on January 11, 2022 and still not received) and AFTER the insurance was paid (past it's due date on January 10, 2022 and as of January 16, 2022 has not been received and policy has been cancelled). If a supervisor would have called me when first requested, all payments would have been paid and the forbearance issue cancelled accordingly.

I still have yet to receive a phone call to discuss my mortgage contract overall. After I paid off my forbearance, I asked if I could receive a written contract and someone review it with me. One of my main concerns and request in doing this is that when Mr. Cooper took over my loan, the website stated that my mortgage would end in November 2051. That means that they tried to renew my entire contract for another 30 years, instead of accounting for the 2 years of payments that was already made on my contract. I have received no phone on this issue but the site magically updated to reflect that my contract would end January 2050.

Mr. Cooper has handled my issues poorly, take no accountability, and has left me with an overwhelming amount of stress!

During COVID we were offered an opportunity to "pause" our mortgage payments and later have them added to our end of the mortgage. This came in handy as I was making less money working remotely and our condo was going through an assessment. After the 6 months we were instructed to resume making three consecutive monthly payments and they would send us a new aggreement.
The aggreement arrived, FedEX and in reading it I noticed the interest rate was 5.4%. I contacted Mr. Cooper and asked why, when the national interest rate was 2.5% were they quoting 5.4%? Who would do that to customers they were supposedly servicing? It was explained to me that it was Fannie Mae, Freddie Mac regulated by the Fed's. This seemed very opportunistic.
So we went to refinance with Lakeview Mortgage on Long Island whom we had a relationship with. Everything was lined up, all documents supplied and we were ready to close only to find out that Mr. Cooper had assigned late payments for all those "paused for covid" and had not even cashed the checks we had written!
The closing could not occur. Devastated we had no recourse but to negotiate with Mr. Cooper... some $36, 000 was paid up (most checks already written had been unapplied so this new check was written). Now in trying to refinance with Chase our credit is still ruined by Mr. Cooper