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4.2 1571 Reviews

Mr. Cooper Complaints Summary

243 Resolved
316 Unresolved
Our verdict: Dealing with Mr. Cooper, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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7:18 pm EDT
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Mr. Cooper unexplained escrow increase

Escrow increased one year ago, when we asked Mr cooper why? they don't have an answer. Then we were transferred to their escrow dept and they didn't know either. we then call our local tax collector and she said our property tax only increased by about $4 for the year. Then we called the company that has our homeowners insurance. That only increased $67 for the year. But we are now paying $200 more per month. over $2, 000 more per yeay. Mr. Cooper can't explain why. Please Help

Desired outcome: Refund of escrow increase

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10:04 am EDT
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Mr. Cooper forbearance

Several months ago I applied for a refinance thru Mr. Cooper, who currently has my mortgage. After completing all the paper work and being approved, I was told they could not go forward due to the fact I was in forbearance due to covid. I was told to make 3 monthly payments, which I did - February, March and April.

Now I am being told these checks were used to pay months while in forbearance and will not be able to take advantage of the current rates. One check was even marked "April Payment" which they put towards last December.

Two times they actually refused the online checks and sent them back to Bank of America. I then resubmitted, and they were cashed.

Desired outcome: I want to be out of forbearance and have Mr. Cooper pay the difference of the mortgage interest rate I will get vs the rate I could have gotten had they not abused the system.

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Tim Suri
Clarkston, US
May 11, 2021 1:20 pm EDT

I went thru some similar, read this.

During 2020 Covid, my salary was cut, Mr Cooper offered a 6 month payment forbearance plan. I only used 3 months and paid my escrow. I asked them how this would be paid back, the MC customer service told me, they can added 3 months to the end of the term or my loan or remodify my loan. In January 2021, the remodification of my loan began, after 3 months they mailed me my new contract. Ready for this? I only missed 3 payments. My new loan was at 3.75%, ready? for a 40 year term, adding $180, 000 more to my original loan payoff, my $348, 000 loan payoff would be $720, 000.00 in 40 years for missing 3 house payments. I called them and asked the rep if they would take this loan for missing 3 payments? I asked them what happened to adding 3 months to the end of my term? They told me that was not an option. WHAT? They tried to gouge me and thought I was that stupid to agree to this. Mind you, this loan did not include the 36, 000 I borrowed for a home equity loan, which should have been included by MC. I found Wyndham mortgage, they took both home equity and my outstanding mortgage, refinanced my home for 30 years at 3.2%, no pionts, cheaper them Mr Cooper on my primary loan for 40 years. Mr Cooper has the worst customer service reps, who do not know their jobs or services they offer and rude to their customers. Not to mention taking advantage of customers, for only missing 3 payments?

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6:31 am EST

Mr. Cooper unauthorized payment

They keep putting late fees on my account when I'm not late. I paid March
2021 Mortgage February 18, 2021 after sending them an email about late fees, and they put it on my account again.

Please advise,

Desired outcome: cease adding fees

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7:54 pm EST
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Mr. Cooper Mortgage / escrow

Luis Gustavo Rios Cordero
Jennifer Rodriguez Rios
317 Quarry Rock Circle
Kissimmee, FL 34758

Loan # [protected] - $253, 904.53
FHA Acct # [protected]
Osceola County Parcel R112728-[protected]

RE: Claim - Today, January 26, 2021

On Wednesday, February 20, 2021, I called Mr. Cooper to clarify the matter of being short on escrow. I was transferred from one person to another, several times, and yet nobody could get us any answers.

I currently pay $285.79 per month to cover taxes and insurance. When multiplied by 12 months, that comes to a total of $3, 429.48.
Where do you get the calculation that in December 2020 we had only accumulated an amount of $618.44?
How is it possible that our monthly payment has increased by $496.69? When multiplied by 12 months, that amount comes to a total of $5, 960.28.

We need to do a new analysis and correct this serious error as soon as possible.
We are asking you to take this opportunity to do the calculations correctly or we will find ourselves in the need to solicit assistance from our lawyers, news and media, if necessary.

Respectfully,

Luis G. Rios Cordero
[protected]
[protected]@yahoo.com

Desired outcome: New Analysis

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10:30 am EST
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Mr. Cooper Mortgage payoff/refi - unnecessary fees/poor customer service

So I'm in the process of refinancing and the title company requested a payoff from Mr.Cooper. Little did I know that Mr.Cooper charges a fee of $25 to anyone requesting payoff by fax or email. They said they don't charge for mail but it's actually cheaper to email/fax but that's just another way they're screwing their customers. I asked to file a complaint and the representative Kayla Estrella in AZ argued with me about my complaint. She said it's a fee from my investor, Fannie Mae. She asked me what she can do for me and I told her again to log my complaint. Then she said it's done and I asked for a reference number or something to provide to me that a complaint was logged in my behalf. She said she doesn't have anything to provide. Very little confidence that she logged my complaint especially since she was arguing with me the whole time. Plus this is the first time I've had a fee charged for asking for payoff. And never heard of anyone else being charged from Fannie Mae.

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4:32 pm EST

Mr. Cooper Misinformation given to me by them

I had my loan go into forbarence and I was misinformed at what would happen at the end. My ex husbands name is stuck on theism. I was told at the end of the forbarence that I could do a modification without my exhusbands name being signed. Now they are saying I need his signature and he refuses to sign. Nobody will call me back and I can't refinance cause of the balloon amt owing.

Desired outcome: Help with getting a loan

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7:42 pm EST

Mr. Cooper They are making it hard to get a mortgage forbearance

My conversation with Peter Francis Geraci lawyers

Your Message
12/30/20
Is what they are doing even legal isn't this a federal program. I am going to loose my house if I cant get a forbearance. They hate me and I am probably on their hit list. Is there something that can be done? I am calling Prairie State Legal on Monday. I don't know what "just no w." means your previous response. Please help me.

Megan
12/30/20
Yes, that's very frustrating and annoying. I emailed their attorney again just no w.

Your Message
12/30/20
Just tried to escalate this and cooper representatives have nothing to do with the Forbearance that PFG and their lawyer have to take care of this. This is getting ridiculous.

Your Message
12/30/20
Called mr cooper today (William in AZ @10:20am) he says they can't do anything about the forbearance you have to initiate it through the courts and the trustee now I know I'm getting the run around he says there is no record of you contacting them in the past week or so.

Megan
12/28/20
We emailed them so you should be able to speak with them. Their attorney also said that they should speak with you. Hopefully they don't give you another run around. You can try calling them. There is no recommended timeframe for the forbearance. Request what you believe is necessary.

Your Message
12/28/20
I can resume payments before the 6 months are up Yes? and is 6 months recommended or some other duration?

Your Message
12/28/20
Should I call them back now or wait a couple of days?

Your Message
12/28/20
6 months

David
12/23/20
I have sent an email to the address you provided in your recent message to request the forbearance. Just to confirm, how long of a forbearance are you requesting.

Your Message
12/23/20
I called Mr Cooper back (Don) about the forbearance duration on 12/23/[protected]@12:01am. Now he is telling me that PFG has to send an email to "legal. [protected]@mrcooper.com" requesting to be enrolled into the pandemic forbearance plan. Will you please do that. Why is this so hard?

Your Message
12/23/20
So why are they telling me that the forbearance is for 90 days when it is for 180 days?

Your Message
12/23/20
I talked with Mr Cooper (Ashley) on 12/23/20 @ 10:15am. She says the forbearance is for three months then the forbearance would take effect in 7-10 days. Thank you

Your Message
12/22/20
BS I called them first and they told me to call my lawyer because it was a bk.

Megan
12/22/20
This is what Nationstar's attorney said: Debtor has to call this number him or herself, to request a forbearance. They said they will speak to the Debtor.
They can call Issue Resolution at 888/480-2432.

Desired outcome: I want a foreberance on my mortgage so I can keep my house

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10:19 am EST
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Mr. Cooper Mortgage

My mortgage was sold from Mr cooper to a different bank. Then Mr. Cooper says that sale was in error and the mortgage is still with Mr. Cooper. The new bank is also saying they own the mortgage. I am now stuck with 2 mortgages and both banks say they own it. Neither bank is doing anything to clear up this mess. I now have 2 mortgage payments that are due on January 1st.

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1:37 am EST

Mr. Cooper Inaccurate payment/late history

Mr. Cooper placed a 30 day late on my credit report for my August 2019 mortgage payment. I was advised by Mr. Cooper customer service /mortgage representative not to make my payment in the same month as my sale /closing of the home. I was further advised that if a payment/overpayment occurred that it would be cumbersome and extremely time consuming to receive a refund as my account would be already closed after the sale. I verified this with numerous calls to Mr. Cooper and they should have a voice recording of the calls as " all calls are recorded for quality and training purposes". Mr, Coopers representative's directions to me and their actual credit reporting are in direct conflict.

James Burhans
SSN" [protected]
DOB: o3/19/1968

Please help me resolve this inaccuracy in credit reporting.

Thanks
James Burhans

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9:48 am EST
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Mr. Cooper Mortgage payment

My mortgage payment was double paid for the month of November and they would not refund the extra payment. They kept promising to refund the payment to my bank account and it never happened. They only thing they would do is allow me to skip the following months payment. The amount of hours I spent on the phone trying to get this resolved was a part time job. The long hold times were crazy. Then I would suddenly get disconnected once a rep answered.
This is possibly the worst customer service experience I have ever encountered!

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9:31 am EST

Mr. Cooper Mortgage

Due to Mr Cooper deciding to make a tax payment 11 days prior to its due date it included that payment to my escrow. Although my taxes has not increased by much nor has my insurance they included a 5th tax payment in a 4 quarter period. After several call to them they have told me they projected a 5th payment and it is was it is and the calculations are correct. I was also told that if they did not include that 5th payment I would be short next year... Which makes no sense because there is always only 4 quarters in year. The past 5 years with this company the escrow analysis there has always ever been 4 tax payments included. Why this year?

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Stefanie Kesecker
, US
Apr 27, 2023 4:07 pm EDT
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Contact the federal trade commision, the bbb, the senators where you live, you can also file a report with the institutions of banks. i have done all this as well. They need to be shut down.

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7:30 pm EDT
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Mr. Cooper Mortgage

Mr. Cooper is the worst mortgage company to ever exist. Their customer service should be an example for why companies go out of business and frankly, I hope they do. Just terrible.

They lost my July payment and didn't bother to tell me. They received it, they just simply lost it after they received it. I have the proof including their signature. It cost me $196.06 to fix their screw up and they simply don't care. There is no management. You call and they pretend there is a manager but that person is apparently always out of the office and apparently doesn't return calls or get voicemails.

Return my $196.06 and give me an apology and THEN I will stop posting this story every single place I can.

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7:15 pm EDT

Mr. Cooper Loan payoff

Payoff was sent 2 weeks ago with an additional $73000 due to an insurance claim. Answer from customer service is they have 30 business days to return those funds even though their escalation dept will tell you otherwise. Most of the customer service reps are rude. The absolute worst mortgage company I've ever dealt with!

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10:15 pm EDT

Mr. Cooper They have my money but won't pay my loan off

Mr. Cooper is even worse than Chase bank and that is stating a lot. I made a large payment to my principle balance with all the supporting documentation and they cashed the check, but did not apply it to my loan. They are keeping my money and stated they sent it out on 5/21/2020. I received a check number and a tracking number but the tracking number states that it was never requested to be picked up. So it is sitting with someone. So why they have the funds, and are collecting interest on my funds and also making me pay interest on the money I have already received from them. They have done nothing. I don't know what else to do but get a lawyer as not a single person in escalations has a clue what they are doing. The customer service reps understand, but there is nothing they can do. I need management to get involved but nobody wants to own it. I want my money applied to my loan that now is more than I own on my property. They are cheating the system! I have spoken to employees every day for 2 weeks now and nothing. Never bank with this bank they are the worst!

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7:34 pm EDT
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Mr. Cooper Frustrated

I have two loans and one is 14% intrest and the other is 4.7% intrest. After modifications and paying four yrs intrest only with this come from 2006 I still owe the same amount or more and I have been making my payments but nothing is going to principal. I have charges I don't know why they put on there and why I owe the amount they say I owe. I would not recommend this mortgage company

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4:24 pm EST
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Mr. Cooper Payment not applied properly

Loan #[protected], bankruptcy case #1960519 borrower is David F. Haman. I, Shelley Duel am/was authorized on the account. The email is [protected]@eot.com. Phone # [protected], I am home after 3 pm. June 14, 2017 Dave made his last payment of $990.00, I didn't find this out until the end of August 2017. The reason he stopped paying is because he left home 3/7/16. Dave decided since I needed child support to help with raising our daughter, he didn't need to make his mortgage payment. I got all the paperwork for a loan modification, Dave signed it, but even though The payment was $316.00 cheaper he wouldn't pay it. They reviewed it and I asked for the trial payments to start in March 2018 so I could use my tax refund to make the payments. Everything was going good until 10/10/18, when my daughter paid $336.27 then lost her job and decided she didn't have to pay rent anymore. There was $421.36 sitting in the unapplied funds, as of 12/31/18 the house went into foreclosure. I postponed the sheriff's, so I had until 8/21/2019 to come up with the reinstatement amount. Dave filed chapter 13 bankruptcy on 8/20/19. 9/4/19 I made a payment of $940.50. I thought it was going to be applied as usual, principal $137.06, interest $535.48 & escrow $267.96 and the $421.36 should have gone to the new company, Select Portfolio Servicing when they took over our loan as of 10/1/19. Someone decided it was okay to put the whole amount $1, 361.86 toward the escrow, without saying a word. I was waiting for a interest paid statement for $535.48. I should have been asked where I wanted my money to go. I just found out that Mr. Cooper put all of my money into escrow, when I questioned where our interest paid statement was and when it would be coming. I found out from Select Portfolio Servicing that we would be getting it. If SPS would have gotten the $421.36 they could have used it toward our payment we made there so we could have had an interest statement from them too $535.48. It sure would have helped on our tax return. I don't have any documents that I can attach.

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7:30 pm EST

Mr. Cooper home loan

Mr. Cooper, Nationstar, is doing the same thing to me. They took over my loan from Low VA Rates I received no notice that my loan had been transferred. I was not provided any documentation from Nationstar that they were nowvthe legitimate service provider. Since they were able to confirm my Seterus loan number, I requested written confirmation that they had my loan along with documentation about the loan that I am entitled to. They said the documentation was not currently available and that they would provide it to me. I decided in good faith to make the scheduled payment. I am update on my payments but made a payment to Low VA and they sent the check #720 for $720.00 and not crediting me this amount. Mr. Cooper is saying that didn't have any proof of getting the money. I have the chased check with Nationstar Payee ABS END GTD 10/15/2019 .Also Low VA Rates without recourse pay to the order of Mr. Cooper. So you are

I mailed a check for my mortgage payment and requested documentation and explanation of the charges and was told no paper work the had proof
The check was cashed and I received back a notice that the money would not be applied to the mortgage but held by them.
I am filing complaints with all state and federal regulatory agencies and contacting my Congressman to start an investigation on my behalf at the federal level.
I will also be filing suit against Nationstar.

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1:14 pm EST

Mr. Cooper billing

they are saying we are deliquent now i send in payments and i have tell them not to put my money to things and i get a bunch of bs the next time to pay its the same i send money for one month they put it to another statement comes and they say i owe all this money how easy they do what the want i never pay after 30 days always before the end of the month i am so sick of the people now they want to take my home and i have not had it that long

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4:27 pm EST
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Mr. Cooper mortgage 15 year fixed rate

My wife and I took out this mortgage in 2005 to remodel our home . During the course of the loan, they have accessed late charges even when Paid on time, legal fees and inspection fees added in a separate escrow account, of course they charge interest on this account as well. I catch it up and in a couple of months I am behind again . This has been going on for 15 years, my mortgage pays off in a few more months. This company, more Nationstar than Mr cooper have hounded me and stolen money in the way of fees, nothing to do with my monthly payment .I have never seen an inspector on my property, not once . I am charged legal fees, every year, i paid legal fees when the mortgage was first arranged . No matter how many times i try to catch up to their garbage, they find other fees to make me behind again. My payment is 604.00 dollars a month for over 2 years i sent them 750.00 total, yet I kept building an escrow account where I owed more money .

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8:10 pm EST
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Mr. Cooper mr cooper mortgage company

Mortgage company told me to send a certain amount. I sent it. They held funds, sent the money back and charging me late fees, attorney fees, ect. They extorted me out of money and now won't accept payments.. they added almost $6000 of fees for November and December. I spoke to the attorney representative for mortgage company and they stated they only charge them $600. Please review case

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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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Phone numbers

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

Website

www.mrcooper.com

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