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4.2 1571 Reviews

Mr. Cooper Complaints Summary

243 Resolved
316 Unresolved
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10:24 am EST
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Mr. Cooper poor consumer practices

I have a mortgage payment due by Nov 1 and late by Nov 11th. On Nove 8, 2012 I received a phone call from Nationstar Collections informing me that my payment was late and must be paid immediately. It, of course, was not late. I requested to speak to a manager to register a complaint - I was put on hold and then they hung up. This is not the first time I have had to deal with Nationstar. It is difficult to not only get someone with authority, but to get courteous service. I also called back to still register a complaint and was greeted first with a statement that my payment was late and subject to penalties. I would very much like to make this complaint meaningful and would dearly like to change mortgage companies. Sharon Abilovitz, [protected].

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Julian M. Pilarski
Burbank, US
Apr 27, 2013 1:19 pm EDT

Today is 27 April 13. To date have not received payment coupon for 1 May 13. Payment is due 1 May 13. Loan number is [protected]. I have a coupon for 1 April 13 that I received well past the grace period and sent payment using my Bank America coupon and sent it to you. This has been credited to my account. Should I use your coupon for April and make payment with it?
If not in the future please send coupons in a timely fashion!

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10:02 pm EST
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Mr. Cooper they took our home

I will make this short. Nationstar is just taking your money and your home from you point blank. I had all my paperwork of payments, insurance, and taxes to prove they where wrong. I contacted lawyers and it would cost more to fight than what it was worth. Don't sign any paper work they send you, it's a TRAP, YOU WILL LOSE YOUR RIGHTS. No need to talk to them about anything you are wasting your time and energy as I did for over a year. They doubled our fixed payment also, we paid till we had little to eat. We sold what we could to pay the payment till we had nothing much left. Then we just stopped paying. Four months later we filed bankruptcy May 2012 and gave Nationstar our home. Our home is being auctioned Nov 13, 2012. We can still live there until we receive a court order to vacate (72 hrs) We lived there for about 10 months so far for free, saved every penny we could. We have a bankruptcy but not a foreclosure on us. We have some money plus the house is worth a lot less then the amount we owed. Yep we are renting, not much difference than Nationstar just a shorter contract and you know up front your home is not yours.

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12:37 pm EDT
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Mr. Cooper overcharging

My loan was sold from Aurora Bank to Nationstar Mortgage as of July 1, 2012. When I received my first bill from Nationstar, is was for about $700 more than I was paying Aurora. I called to find out why (several transfers) and was told it was because I did not have home owner's insurance. I assured them that I did, and they asked to have my insurance company provide evidence of the insurance, which they did. The following month, the same $700 was on my invoice. I called again and was told it was because I did not have insurance. We went through the same routine of providing evidence of the insurance. I called to make sure they received the documentation and that I would not be charged an additional amount for something I already paid for. They told me they never received the documentation (I knew they were wrong, as I have had the same insurance agent at State Farm for over 20 years).

At this point, I insisted on a conference call between Nationstar and my insurance provider. Contact information was exchanged, evidence of my insurance was faxed in and the proof of the fax was sent to me. Nationstar never acknowledged receiving it. Instead, they paid Statefarm an addional 12 months on my premium and told me I owed them this money. I had no problem with and sent them the check for my annual premium of $1, 703. In spite of all this (now no fewer than 10 phone calls, each lasting 30-60 minutes), they would not acknowledge that I was insured and continued to bill me the extra amount.

In frustration, I would only pay the priniciple and interest that I was supposed to pay. As a result, these people had the gall to notify the credit agencies that I am late in my payments. I spent nearly two hours on the phone with them yesterday, insisting that they remove the additional escrow fee, acknowledging that I am insured and that they notify the credit agencies that I have never been late. They said they would put in my request and that it would take seven business days to get a response.

This company should be sued. My credit is being compromised because of their incompetence. The company refuses to do anything to correct their errors and I am the victim of their arrogance.

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TX722
, US
Jan 12, 2016 1:35 pm EST
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Bank of America sold my mortgage to Nationstar in April 2015. I was with Bank of America for 5 years, and never had a problem, but ever since it was sold to Nationstar, there has continued to be one problem after another. I have been charged all kinds of fees, even late fees when I paid on time! I have made payments that they claim I didn't make when I have bank statements that show proof that I did pay. I have continued to contact Nation Star. I keep getting the run around--left on hold, hung up on, lied to, made promises that are never kept, such as saying the fees will be reversed, payments checked in to, but never are, and I have called several times and asked to be sent print outs; they always say they will send them, but never do. Frustrated! Hate BOA sold my mortgage to Nationstar!

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Realtime65
Copperas Cove, US
Oct 03, 2014 3:27 pm EDT
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3 October 2014

As of 16 September 2014 Nationstar Mortgage assume control of mortgage account in Coryell County Gateville Texas Tax Base.
Facts Bearing on the Problem Area of Concern: Nationstar Mortgage has not provided any notification: Notice of Servicing Transfer from Springleaf Financial Mortgage Company.
From 16 September 2014 until now 3 October 2014 did not forward any welcome packet to resident homeowner; they had assume control of mortgage account residential property located within Coryell County Property Tax Base Jurisdictions. Nationstar Mortgage has not as of since 16 September until know 3 October 2014 ever attempt to provide residential homeowner with Mortgage Identification Account Number of which homeowner needs to make timely monthly installment payments. Previous managers of residential mortgage identification account number Springleaf Financial Mortgage Company had informed residential homeowner in Copperas Cove Texas. Nationstar Mortgage assume has assume control of mortgage account.
From 16 September 2014 until 3 October 2014 the Nationstar Mortgage Customer Service Hotline [protected] is joke. Consumer as denied access to contact mortgage account managers. The automatic answering system is a continuous loop; all our agents are busy please call back. Cannot access the Nationstar Mortgage Website. As of today 3 October 2014 I residential homeowner had not been assigned Mortgage Identification Number for my residential property in Coryell County Jurisdiction. Nationstar Mortgage is savage. The primary goal of this Organization is to destroy property value and force foreclosure of residential property and damage homeowners credit standing. Everyone should write those fat-cats in political office to help the voters. We should as register voters look for someone whom will fight for our rights.

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Shepard
Torrance, US
Mar 21, 2013 10:52 am EDT
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It is obvious Nationstar is a scam mortgage company who needs to be stopped. We hired an attorney who is very familiar with them. After only one threatening letter to them they corrected are account and things are cleared up. We are waiting to see if they post anything on our credit profile then we will sue for damages. We have put this lender on notice and will spend whatever necessary to prevent them from continuing to scam people. Email me at aglroof@gmail.com if you want the name of our attorney. It worked for us.

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Becs340
dallas, US
Mar 20, 2013 12:27 pm EDT
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No contact made to reach a resolution
L.Wood- Nationstar Mortgage LLC

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Shepard
Torrance, US
Mar 04, 2013 11:50 pm EST
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NationStar is a deceptive lender. They are trying to force impound and insurance on us that we have had on our home for over 18 years. They bought the loan from Cashcall and we believe they are in it together for financial gain. We have retained an attorney and are suing for damages. They need to be taught a lesson. We plan to notify all media outlets and hopefully someone will do a report on them.
Steve S in California

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NATIONSTAR WARNING
Millville, US
Oct 25, 2012 11:04 am EDT

WARNING NATIONSTAR IS A PREDITORY LENDER, AND IS UNDER INVESTIGATION BY OUR SO GREAT GOV. THEY HAVE PUT ME THROUGH HELL, IN THERE KEYS FOR CASH PROGRAM. EVERY DAY THEY WANT SOMTHING MORE, AFTER THEY SAID WE WOULD BE DONE IN THREE DAYS. LIES, CHEATS, SCAM ARTIST. BEWARE

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rhnull
White, US
Oct 24, 2012 5:15 am EDT

To Becs340: I'm sure Dave92673 will appreciate your help. Where were you when I needed you to correct Nationstar's mess?

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Becs340
dallas, US
Oct 23, 2012 8:54 pm EDT
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I work at Nationstar, and I would be more than happy to help you out with your account issues. Please give me a call tomorrow and I'll review your account and see what I can do to get your account issues resolved asap, I can be reached at [protected]. Thank you, Rebecca S.

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rhnull
White, US
Oct 22, 2012 11:58 am EDT

I know what you are going through with Nationstar Mortgage. For 6 months I tried to get accurate statements for my HELOC, but it was to no avail. Since the Customer Reps would not / could not help, in frustration I computed the pay-off balance and fully paid the note.
After paying off the note Nationstar Mortgage had the gall to tell me that I could not have the original paid-off note returned to me. I was told that the original was required for audit purposes and copies of the original note would be returned. Nonsense! Upon my insistence the originals were returned to me. It does little good to complain to the Dallas BBB. Complaints are likely to be more effective if they are directed to the appropriate state and federal agencies.

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11:02 am EDT
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Mr. Cooper lost check

We had been with Citibank for over 10 years making our mortgage payments on time with two check. One from myself and one from my wife for the total amount of the mortgage. We were always on time and never late. Citibank sold the mortgage to Nationstar and all was ok until a letter was sent to us stating that Nationstar had received only one check, my check and that my wife's check was missing. We received the letter saying that if they don't receive another check, foreclosure proceedings will begin as well as "enhanced payments". The amount was $2, 913.36 . We received this letter in July. The lost check was for the March payment. Had they notified us of this error on their part in April, we would have made good on that check and put a hold on the lost check. Instead, they waited 4 months so they could add up the fees and other charges. We immediately made good the check and the representative said she would look into the matter. WE couldn't get back in touch with that representative (Trina). We called doxens of times and nobody knew a thing about our situation. After 4 more months of getting no answers, no help from a single person and another threatening letter, I wrote a letter describing the frustration with this company and telling them that their lack of help and transparency had led us to conclude that they lost that check on purpose so as to collect illegal fees. I cc'ed the President of the company Andrew and the Chairman of the Board Wesly Edens to no avail. We've tried to talk with a human being to settle this matter, but no one talks in that company. I think these people are crooks and are attempting to steal not only our money but our homes as well.
The only solution to fighting this fraudulent company is to file a class action suit. If anyone has an idea how to begin...please post it. We can't give in to crooks. This is still America, I think.

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Zaine
Woodstock, US
Oct 09, 2012 11:11 am EDT

You should be balancing your checkbook every month, and when your balance is 2k higher- you didn't just find money, someone somewhere made a mistake... Now it is October, 3 months after the letter and 7 months after the missed payment and you are still emailing? Your best idea is filing a class action lawsuit? And posting a complaint? (Oh that will work... ) Was your second check cashed? Who cashed it? Of course this is America, and everyone knows that the banking industry owns the government. Did you expect something to be different?

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9:47 am EDT

Mr. Cooper stay away from these crooks

I was gong through my mortgage bill recently and found the was a charge on the bill for Property Inspections. It wasn’t for a lot of money, only $27, so I called them and asked them why this was on the bill, they said “It was a legal charge they put on my bill for having someone drive by my home to make sure if we are still living here. They said they do it for people who get behind on their mortgage to make sure they are still living there and it was in our contract. My mortgage was recently sold to Nationstar Mortgage from Aurora Mortgage and that has never been done before and I lived at this property since 8/1997. I said it was not part of my contract and they said it was and the only way they can dispute this is by a hand written letter sent to their company to check into it. First of all, how do I know that anybody drove by my house ever, secondly isn’t that a violation of my privacy rights not to mention wire fraud? Can you please look into this for me? Thank you very much.

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LDGtx
, US
Apr 18, 2013 5:32 pm EDT

I tried to call them just yesterday about this crazy inspection fee but all I could get was an automated message which of course would not explain what this fee was for. I had to fill out one of their 'contact forms' to ask what is was and for them to send me proof of this fee in my contract. (My loan was also bought by this terrible company as well). I did tell them that I cant wait to get my home sold so I can get rid of this terrible mortgage company. I've never had such terrible customer service in all my life! I am NEVER, yes NEVER late on my house payment as I want to keep my credit report clean!
DO NOT USE THIS MORTGAGE COMPANY !

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marine60
altanta, US
Mar 27, 2013 6:57 pm EDT

My mortgage was just bought by nationstar and I too have noticed a bill for 12 dollars for property inspections which in 3 years I never paid to my other servicer, they told me it was because their investors request it and that I am obligated to pay this thru my contract. what a rip off

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Illinois resident
Vernon Hills, US
Nov 30, 2012 11:32 am EST

I, too have a property inspection fee of $39 and Nationstar also told me that this is a monthly fee they charge each time I get behind with my mortgage. I also want to know if this is a legitimate fee that they can charge. Another question, does someone actually drive each month to check on my property? I highly doubt it. Yet, they say that someone does and they also have the right to charge me this fee. I understand them charging me a late fee, but a property inspection fee as well?

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llwl
Houston, US
Oct 15, 2012 11:42 am EDT
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my wife passed away over 3 years ago and her daughter agreed to live in the home and make payments, I found out she was over 1 year past due on the mortgage by browsing the net. (the company never notified me, even though they knew where I lived) The loan has supposedly been in foreclosure since Jan 2011. I and my attorney have asked them to close out the loan, as I am disabled and cannot take care of the property, and move on but they will not.

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carver1
Wise, US
Oct 02, 2012 7:00 pm EDT
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they are charging us $600.00 for drive by property inspection on a monthly basis. with this i wont live long enough to pay off these crooks

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carver1
Wise, US
Oct 02, 2012 6:57 pm EDT
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nationstat mortage is a bunch of crooks, dont deal with this bunch

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5:56 am EDT
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Mr. Cooper thieves and liars

Nationstar mortgage bought a Mortgage company that we had previously and as soon as they bought it
we start getting calls about late payments and so forth we are used to pay our real state taxes to the city of Philadelphia directly and also the Home insurance, all of a sudden we start paying scrow for the insurance even thou i had insurance and also paid in full, but that was not enough for the thieves every year they try to get money for my real state taxes even thou I had already paid and always had to send proof of payment couple months later they call again everymonth before the payment is due some of their many Ignorant and rude employee would call harassing about the payment, you call and try to get answer and you are treated like trash, no one knows about this or that I think the CEO and all thee board of directors are busy figuring out how can they deceive people a little more
so they steal more money, people should shop and check other Mortgages companies there so many around with this many negative reviews Nationstar should be investigated by the federal government and boy just wonder what they can find.
after getting tired of listening to their name and their rude employees i decided to refinace thru an other company that is giving me a good service on another property, the Company sent then the payoff and NATIONSTAR do not honor because i owe then over 3 thousand of Real State taxes how can that be if i always pay it myself i called the Scrow department and after 4 people I got one person she could not explain what the escrow shortage was for but she thinks it is taxes for the city of Phila she said may be they paid after i paid but i have no notice of such a thing since i can not argue I said send me proof that you paid and i will pay you and go against the city NATIONSTAR IS NO GOOD CROOKED THIEVES I NEVER KNEW WHAT HATE MEANS UNTILL I GOT NATIONSTAR FOR A MORTGAGE CO>

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george sigler
Boynton Beach, US
Oct 09, 2012 11:04 am EDT
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We all need file a class action suit. I think there are enough of us.

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2:15 pm EDT
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Mr. Cooper - shady billing practices

Nationstar chrges for online payments. Nationstar wont accept my bank's electronic payments. Eventhough they clear my bank, I have to call every month and spend hours on the phone while Nationstar tries to "find" my payment. If you can navigate through the endless phone tree and speak to a human, you will be transferred. Each time you are transferred you...

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2:40 pm EDT
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Mr. Cooper unusual business practices

For my own convenience, i've been paying my mortgage on a quarterly basis. Each check I send in says "payment only - not for principal". For the past two and a half to three years they apply two of these payments to my principal, then send me nasty letters saying I am in default and sending information to experian, equifax and trans union that i've been late multiple times over the past three years.in fact, i've never been late on my mortgage. I'm exhausted with the repetitive phone calls to these people on a monthly basis and end up angry and speaking with them for hours about my situation. They are ruining my credit and I don't know what to do about it. Is there a law out there to protect me from these unethical practices on the part of this mortgage company?. Their reports to the credit agencies have kept me from getting a new home loan just this month (Aug 12). My next payment is not due until oct 1st of this year and I just got a nastygram from them saying "again" I am two months past due. They will always confirm "verbally" that I am not late and that nothing is due until oct 1, 2012, but yet send these nasty grams to me (Got it today 8-30-12) saying I am two months late with my payment. This has been a nightmare and I don't know what else to do but seek some legal counsel, and not sure if they've even broken any laws where i'm concerned. Please help! If anyone out there has any advice that would help in dealing with these, please send me an email to: [protected]@comcast.net. Thanks so much.

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SLAckerl
Ellensburg, US
Jan 15, 2013 5:08 pm EST
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Well, it is now January 15, 2013 and Nation Star has not located my July 1, 2012 payment. I have called every single week for the last 6 months to follow up on this and feel like I am getting closer to resolving this issue. If I could only get through their customer service department and talk to someone in research I think that would help. Every week they request something new. Once I submit the new request for proof of payment, they request something again that was submitted 2 months ago. Grrrr! This has become so frustrating - not only to me but my bank as well because they have to continue sending the same document over and over again. They have received the money but can't find it on their end even with all the transaction confirmation numbers. WOW!

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mondo27
Albuquerque, US
Sep 18, 2012 5:49 pm EDT
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Be sure that you contact nationstar customer service at [protected] to advice them that you would like your additional payments to be applied to future payments by setting up a research request to put a special coding on your account. Doing this will assure that your money gets applied correctly as you intend it to be in the future.

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SLAckerl
Ellensburg, US
Sep 06, 2012 4:19 pm EDT
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Our mortgage was bought by Nation Star July 1st. I have made two payments - one on July 3rd and the second on August 1st. Neither of which have been posted to our account. They can't find the payments! It has been a nightmare to get them to resolve this issue. Looking to find a way to get our mortgage away from them. Don't trust them with my money!

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2:25 pm EDT
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Mr. Cooper billing errors and refund difficulty

NationStar Mortgage has charged my checking account several times in a month when only one payment should be charged. Refunds are difficult to obtain.

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mondo27
Albuquerque, US
Sep 18, 2012 5:53 pm EDT
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Be sure that you contact nationstar's customer service line at [protected] to speak with a manager, they have the option to send back your duplicate pmt same day wire with VP approval and 2 day fedex with manager approval, push and fight to get one of these solutions.

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mmelisa314
, US
Aug 23, 2012 6:34 am EDT

how long did it take before they refunded your account?

WasNotBornYesterday
WasNotBornYesterday
, US
Aug 22, 2012 10:00 am EDT

Pay them with a cashier's check, send certified/return receipt to prove they receive it. Do not let your banking information fall into their hands at all...they are at best the most disorganized servicer on the face of the planet, more likely they are simply corrupt and looking to put your house into foreclosure because for a servicer, there is more money to be made in foreclosure than in any thing else.

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3:44 pm EDT
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Mr. Cooper terrible customer service

This is a follow-up to the problem posted 7/27/12... Nationstar finally provided a pay off amount and I was able to close on my house sale. However, 17 days AFTER I fully paid off my loan, I called to find out the status of my escrow funds which they still owe me. I was told that it is Nationstar's policy that they can take up to 30 BUSINESS days to refund escrow fees. Not just calendar days... business days! If you are more than 10 days late paying your monthly mortgage, I'm sure Nationstar will hit you with fees on top of interest charges on top of fees. But if they owe you money, it's OK for them to take up to 45 days (business + weekend + holidays) to pay you. And they don't pay you interest on the funds they owe you. I can not stress enough... stay away from this company. Don't originate a loan with them. If they buy your loan, refinance with a ethical mortgage company. Nationstar is terrible.

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rhnull
White, US
Aug 18, 2012 12:48 pm EDT

Nationstar Mortgage could not / would not furnish a correct statement for 6 consecutive months. I got so feed up with this company that I computed the HELOC balance myself and it was accepted by Nationstar Mortgage. However, Nationstar Mortgage balked at returning the original documents we had signed. The representative said that the originals were required for audit purposes and he sent copies of the documents stamped paid-in-full. Needless to say, that was not acceptable. Upon my insistence the original documents were returned stamped Paid-in-Full. Be sure you get your original documents back!

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1:34 pm EDT
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Mr. Cooper horrible customer service

So I have my mortgage finance through nationstar. I was trying to refinance it again to take advantage of the program and of course save money. Anyway I've established a I thought was great communication with one of the loan mortgage representative. During my third phone conversation with him, he informed me that I was hackling him and that he is not able to help other customer because I've called him too much way already. I asked for anyone that could help me even the manager's direct phone number but no one is willing to assist. Talk about horrible customer service!

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Elailne N
Phoenix, US
Jan 27, 2012 7:31 pm EST
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This outfit is the pits. I paid off the mortgage in full, have a buyer at the ready, can't get anything expedited to get the property in their hands sooner. Nationstar simply will not move off their 30 day approximation and won't even try to help get things moving faster. I understand it takes time with the county to record the deed (gee when we bought a new place last year it only took a day), but what is going to take so long internally that they can't speed up? Plus their online system shows I only paid the normal payment and doesn't reflect the payoof! I've never been in arrears with them, not once a late payment. But oh boy I bet they move real quick if you're even a day late!

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1:18 pm EDT
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Mr. Cooper worst customer service ever - they are liars

The registered agent for these people is:

5256 nationstar mortgage llc, d/b/a champion mortgage company filing status: current - licensed
350 highland dr. Lewisville, tx 75067 contact: gloria fillmon - [protected]
[protected] e. Highway 121 suite 100 lewisville, tx 75057 filing status: current - licensed

I called - got a reasonably sounding individual who admitted (Right way) that the fact that they took money from a one-time only used account number (That was promised not to be kept) was wrong. She further admitted that when I requested corporate phone numbers that their employees should have provided it to me. And I told her about the unreturned calls, e-mails and names being given with no chance of ever getting that person on the phone again, supervisors refusing to get on the phone - she was truly shocked. I told her I was calling long distance and immediately she took my number to have someone return the call to me, rather than my continuing to incur charges. I told her I thought the whole entire customer service dept. Should be shut down before the close the entire company and she agreed with that as well. I hope to the dear lord that I have help, if not, I have my complaint form for the state of delaware office of the state banking commissioner complaint form filled out and ready to go. I spoke with the commissioner's office and it is a problem that they took it from the wrong account, complaints going unanswered and they will be forwarding my complaint and they want an answer. Follow this path - let's hit them and hit them hard.

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WasNotBornYesterday
WasNotBornYesterday
, US
Jul 27, 2012 2:32 pm EDT

Nationstar will sympathize and agree with you and while you are busy being distracted, they will at the same time rip you off behind your back. They certainly aren't the only servicer to operate so immorally, but they appear to be one of the worst.
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And whatever you do from here on out...DO NOT USE YOUR PERSONAL CHECKING ACCOUNT to make payments! KEEP YOUR FINANCIAL INFORMATION OUT OF THEIR HANDS IF YOU CAN! Use Cashier's Check or Money Order...and mail Certified/Return Receipt. Pay before the 1st of the month, paying after puts you in "default" status no matter how much of a grace period there is. Late is late and they are looking for ANY excuse to put you into foreclosure.

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11:43 am EDT
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Mr. Cooper extremely poor customer service

The problems started the day they bought my mortgage and started demanding payment without having even assigned me an account number. The problems continued as they harassed me on a monthly basis for payment even though I was never once late in paying according to their policies. The final straw comes as I finally try to get rid of them and request a payoff amount. They claim to be very behind in their paperwork and can not guarantee me a payoff amount until 3 days after my closing date. I requested a process to expedite the payoff amount and was told it's not possible. I asked if there was anyone else I could talk to and was told no.

Stay away from this company. If they buy your loan, my recommendation would be to refinance as soon as possible.

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Update by Hamlinator
Aug 31, 2012 5:08 pm EDT

Be careful about lawyers who can't even get the name of he company right and aren't big enough to even have a decent website. You might be posting on this site again about poor legal representation!

Update by Hamlinator
Aug 17, 2012 3:40 pm EDT

Sorry, not interested in joining a lawsuit against NorthStar, whoever they are.

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sgt long
Cottonwood, US
Apr 11, 2013 6:15 pm EDT
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My bank told me my mortgage to Nationstar Feb 2013 yet, I never received a letter with an acct number to make a pmt. from Nationstar until April 2, 2013. I mailed a pmt. to Nationstar immediately, but since I have been getting daily robo calls harassing me. I have never been late on any payments in more than 40 years. I called Nationstar customer service who said they cannot stop the continuous robo calls on a daily basis. I intend to pursue all legal rights to stop the clearly abusive harassment calls from Nationstar.

Under consumer protection rights, most State laws prohibit the use of harassment and abusive collection tactics. For example, in Texas, the activities of debt collectors iare regulated by the Texas Debt Collection Act. The Act prohibits the use of fraudulent and abusive collection tactics by individuals or corporations to obtain payment on outstanding debts against a debtor INCLUDING using the telephone to harass debtors by calling anonymously or making repeated or continuous calls.

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BethConEd
Union, US
Sep 10, 2012 9:55 am EDT
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I have the same experience noted above. I didn't choose them and am very upset that they bought my mortgage. There's no way to speak with a representative on the phone; you have to go through one of the options, then eventually get to an operator. They called me at home on Sundays to remind me to pay a mortgage that wasn't late. It was never late with the bank that they bought it from. They actually called me the first time before I even received their first statement. When I complained, the indicated it was their policy. The last time I called customer service, I was transferred to and subsequently disconnected form 4 representatives. This is unacceptable, and I will be shopping around for another bank.

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Eric from SD
, US
Aug 31, 2012 10:04 am EDT

WE would be interested... left you a voice mail this morning. Please call when you have a moment. Eric from San Diego

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Jennifer R. Snyder
Fremont, US
Aug 16, 2012 10:49 pm EDT

I am an attorney in California who is working on a Class action suit against NorthStar. Contact for information regarding this action.
Jennifer R. Snyder
[protected]
jennifer@jrslawoffices.com

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m_hayes
Kingsburg, US
Aug 15, 2012 5:22 pm EDT

My mortgage was bought by them recently and they have horrible customer service. I get calls all the time and they hang up on me, then they send me a letter they didn't receive my payment but failed to send me information on payments. There 800 number sucks

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pat richardi
Abington, US
Jul 27, 2012 4:07 pm EDT

I don't doubt any of the compaints about NationStar. Got hired in the Northeast last fall. One month later they shut down all their Northeast offices. Been in the mortgage business well over 25 years and never have I ever seen a mortgage company run like them! I was appalled and can't say I wasn't sad I lost my job. Just they way their procedures in place scared me.

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Mr. Cooper rev payment late fees and libor ripp off

Where do I start? I came out of a brank ruotsy last year I wrked hard making all payment plus I paid more when I could. Was billed for theese fees I called dated whom I spoke with and time/date and was told to disregared and I could throw in trash I didnt. Then the next thing im getting a forecloser notice they sd I had not paid aug sep 2011 I had I called they ran aa rap it had been returned from bank witch was not true I ened up in e. R. That night. I called the next day told I needed to talk with b. R. Dept. I was connected then told they where the b. R. Dept but not for my loan another b. R. Had it they can not provide my payment history they say I owe lager amount payments for escrow witch keep getting lager they send check the last one was almost 1, 000.00 I have not cash that one or the first one it took 6mnths to get their payment report it does not match mine I have all recoeds of payments and money gram I send payment return rec reg becouse before I did it was applied late for those horrific fees. One dept has no clue what the other is doing they can not assign one person over my loan I want out but had a credit scoreof almost 700 then there crap hit saying I was 90 days late I am not how do you gt this straight. Also im on adj rate mortgage where and hoe does this libor come in to play with people like myself in 2008 I was almost in neg. Amortalsation with means I would how more money after paying full amount after 30 years. I want them to send my acct. Psyments not this mortalastion table bill thats ment so I cant read it and it took six mnths to get that I reminded them I had sent money threw money gram and paid for 7 yr search for acct no that goes to the loan. I call and I suppost to be talking with mortgage rep or cust/servive and they r of no help I ask ? I was told by one that and I quite that was above his pay grade!They was been a few that took alot of time to help me but I never get them again! Any idea where to go from here? Is there going to be a class act. Law suite on this libor index ?That is how its decided on what I pay every six month! And I was charged mortgage forced insurance in sept. 2011 and I had my own they tried to take those months aug. N sept and apply to late fees and nsf fees then when I emailed them that I thought that was elegal then it was apllied to acct. But im paying late fees on the payment thats been redirected serveral times cleared my bank before the 11 of sept. I know I can go on and on any thought ideas with out me having to pay att. Fees to get thi straight. Thnk you mrs. Jones

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Mr. Cooper took money without authorization

I have been making my mortgage payments from the same account for 6 years. I had a problem with my bank account and made 1 payment from my daughter's account with the promise from Nationstar that the account number would not be kept. Yup, I have found out in the 45+ phones calls since (made by me to them as they never returned 1 promised call) that the phone number cannot be removed from my mortgage account. And you guessed it they took my mortgage payment 2 months later from her account after they had received subsequent payments through my account. Now my daughter's account was overdrawn, I have paid her $111.00 in overdraft fees, made numerous phone calls to Nationstar Customer Service, sent 3 e-mails and cannot even get a return call from them. I have asked their employees for the Corporate number and been told they do not have that number. I wonder why?

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WasNotBornYesterday
, US
Jul 27, 2012 2:37 pm EDT

Nationstar will sympathize and agree with you and while you are busy being distracted, they will at the same time rip you off behind your back. They certainly aren't the only servicer to operate so immorally, but they appear to be one of the worst.
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And whatever you do from here on out...DO NOT USE YOUR PERSONAL CHECKING ACCOUNT to make payments! KEEP YOUR FINANCIAL INFORMATION OUT OF THEIR HANDS IF YOU CAN! Use Cashier's Check or Money Order...and mail Certified/Return Receipt. Pay before the 1st of the month, paying after puts you in "default" status no matter how much of a grace period there is. Late is late and they are looking for ANY excuse to put you into foreclosure.

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Mr. Cooper foreclosure!

This is the letter I sent NationStar Let me start from the beginning on July 22nd I was advised by First Horizon that my loan was going to be transferred to another mortgage company within the next 30 days and that I should be receiving a letter from the new company First Horizon would not give me the new mortgage companys name I was finally able to get your companys name on August 21 2011 it was then they advise me to send my September 2011 payment to your company I contacted your company on August 23 2011 to get the address to send my payment to it was then I was advised by customer service representative Chandler that your company did not have all the necessary paperwork to accept payment but if I did have my modification if possible could I fax it over to your company I was advised after faxing the modification First Horizon failed to give your company I was to call back in two weeks to make sure the modification was received and hopefully by then First Horizon would have sent all my loan documents over to your company On August 30 2011 I was advised my fax was received and that your company would be honoring my modification even though First Horizon had still not sent over all my loan documents I was also advised that a welcome letter was sent out to me on August 29 2011 and that according to your legal department First Horizon dropped the ball on my fathers loan and that my house would not be sold since First Horizon cut too many corners On September 14 2011 I spoke to customer service representative Obi he stated the modification had been processed on September 9 2011 but has not been updated in the system do not make a payment until modification is completed in the system as the system would not recognize the payment since the total amount due was 279000 and that I should be receiving a new payment amount Call back in two weeks On September 21 2011 I spoke to Brandon he stated my modification was not done correctly and that they Nation Star would be modify my current modification to the correct amount. It showed the loan 3 months behind and it would be corrected since I did make my payments in July 2011 and August 2011 to First Horizon On September 23 2011 I spoke to customer service representative Glen Huckaby and faxed over proof of my payments to First Horizon July August 2011 It was then I was advised of my new payment amount and to make a payment of 1, 287 effective October 2011 and that would be my new payment amount I asked about the $1484.37 payment amount I had given from First Horizon again Mr. Huckaby stated my modification was done incorrectly and that Nation Star had to modify the loan modification that First Horizon had completed If Nation Star modified this loan again then we should have a new start date with the amount and the percentage After reading this letter in its entirety you can see the confusion between me and Nation Star If anything we are guilty of missing two payments July 2011 and August 2011 As of March 2012 we where advised not to make any payments according to Brenda the mortgage has gone into foreclose for a delinquent amount of $10, 000 and the paperwork was sent to the attorney for foreclosure however we are still making payments to Nation Star I asked her at what point where we John Dyer borrower and I Michelle Dyer daughter would be notified in righting about the foreclosure Ms Cimadamore said we were notified in December 2011 with the letter stating we had a delinquent amount of 10, 000.00 so I then asked her for a break down of the $10, 000 she was not able to help me with the amount and what it was for at that point Ms Cimadamore was rude and un-professional about the foreclosure On March 8 2012 I was advised by Brenda Cimadamore that every time Nation Star spoke to me on the phone that was my notification I understand that Ms. Cimadamore has a job to do but she was not only unprofessional nor did she want to hear anything I had to say she advised me she would speak to the attorney and get the reinstatement amount which at the minimum would be 4 months of payments I advised her there would be no way that could be done and again why was I not advised of this situation early or given a chance to add extra money to my regular payment to clear up any delinquencies again she was rued and unprofessional as I quote her Ms Dyer I dont know any other way to explain it to you you are in foreclosure and we notified you verbally that you were in foreclosure At that point I was done talking and listening On March 26 2012 Ms Cimadamore called me asking if I was going to make the payment of $10, 000 I informed her no and that she was suppose to call me a week ago with the attorneys information she acted surprised and asked why I wanted the information once again I stated all I wanted was the attorneys information and that I would not be speaking to her again She put me on hold for ten minutes and reluctantly gave me the number and asked again why I needed it told her thank you but again I am not willing to talk to her as she is suppose to be a preforeclosure specialist and clearly did not give me or my father any options to get this loan back on track or even advise us of the foreclosure process On March 28 2012 Ms Cimadamore called again asking about he $10, 000 dollar payment I reminded her she had just spoke to me two days ago and I advised her then it would not be possible I did inform her I contacted Nation Stars attorney and she seemed surprised and again asked why I informed her I had faxed all my information to the attorneys office and was advised with the information I have sent to them my home should HAVE NEVER been placed in foreclosure and that I needed to speak to a supervisor it was then Ms Cimadamore hung up on me I did speak to Keisha from the attorneys office Home Solutions and she advise me to contact a supervisor and to get this matter straightened out since there is a process in the state of Arizona on how to inform homeowners they are in foreclosure and if I am still receiving my monthly statements then I should not been in the process On April 4 2012 is when I spoke to David Teer and he advise me to fax over information to him in reference to my July and August 2011 payments made to First Horizon along with a copy of my modification so he can see the discrepancy in my monthly payments which has been faxed three times previously to him asking Please take the time to review my home loan and give me and my father options in order to keep our home we do not have 10000 for reinstatement but we are willing to pay more on our monthly payment to clear the delinquency I just wish this option was given to us On June 26 2012 I sent another letter requesting they research this loan and I was informed as of of July 16 2012 according to Nation Star our home was sold AGAIN we have asked for documentation of this and received trustee information with our mailing address but a different house being sold previous to that we received a letter with our address but addressed to a Mr Whitlow This shows this company does not keep professional records nor do they do thorough research! As of today we still don't have documents supporting the sale of our HOME!

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RANDY MAD AS HELL MOSELEY
New Kent, US
Jan 19, 2015 5:37 pm EST

I AGREE THAT THIS COMPANY INFORMED ME THE DAY BEFORE THE FORECLOSURE SALE THAT THE MAN TAKING CARE OF MY MODIFICATION WAS NO LONGER WITH THIS COMPANY,
AND THEY HAD NOT RECEIVED ABOUT FOUR PAGES AND I HAD SENT IN OVER EIGHTY PAGES IN THE LAST FOUR WEEKS SO THEY ASKED ME TO RESEND ALL OF THE DOCS, AGAIN AND I BELIEVE THIS WAS THE THIRD TIME I HAD FAXED THESE DOCUMENTS IN !
I TOLD THEM THE HOUSE WAS SET TO FORCLOSE THE NEXT DAY AND ALL OF THE DOCS HAD ALLFEADY BEEN REVIEWED AND HE SAID THEY WOULD HOLD OFF ON THE SALE UNTILL OUR DOCS WERE REVIEWED. WE HAD ALLREADY BEEN REVIEWED AND HAD THE GREEN LIGHTS ON ALL OF THE CATAGORIES LISTED ON THERE WEB SITE ON THE PROGRESS OF OUR MODIFICATION ON TWO DIFFERENT OCCATIONS AND SAID THEY HAD ALL OF THE REQUIRED DOCS, THEN SOMEONE ASKED TO START ALL OVER TWO DIFFERENT TIMES IN THE LAST COUPLE OF DAYS BEFORE THE FORECLOSURE SALE, AND ONE MAN SAID HE COULDNT TALK TO ME BECAUSE HE DIDNT HAVE MY ATTORNEYS RELEASE
LETTER WHICH I GAVE TO THEM IN SEPTEMBER ON THE 22NT, AND I HAD BEEN TALKING TO THEM FOR FOUR MONTHS,

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george sigler
Boynton Beach, US
Oct 09, 2012 11:05 am EDT
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We need to file a class action suit.

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Mr. Cooper bad customer service

Nation star is not a reputable company. When you call their operator service sends you from one department to another. Everyone gives you their extension but try to use it. No where on their remote system can you give or input an extension. Try to reach their research department, that is an impossible task. Everyday nation star changes who is in charge of your account. Everyone needs to get together and start a class action against nation star and their tactics. Their accounting system can be done by a second grader, or maybe that is who does do their accounting system. Nation star is a slam company. They are not legitimate and should be taken to court with their managers thrown in prison just like enron. Nation star is no better than enron. They are thieves.

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debsfurious!
PSL, US
Sep 20, 2013 4:06 pm EDT

Nationstar has such poor customer service it's surprising they're still in business. The website didn't acknowledge my online payment. I waited a few minutes and rechecked pending payments... still nothing . So, thinking I had not entered the transaction correctly I entered it again. Still nothing. A week later my bank tells me I'm overdrawn from a double mortgage payment. When I went to the website there was NO payment even listed! Then the fun of trying to get a hold of someone in the company. Three phone calls and twelve hours later, the customer service rep assured me that the funds would be back in my bank account within 2-3 days. When I asked why so long for an electronic funds transfer he told me it wouldn't have been had I talked to them sooner! A full week later I had to call again. (by the way, they're phone tree is 3 minutes and 45 seconds long until you get the right option) The rep then tells me that a check was MAILED and "what do you expect me to do about it". I got transferred around and the "supervisor" who finally came on the phone told me "it's very difficult to do an electronic transfer". Meanwhile, TD Bank very graciously refunded all of my overdraft fees except for the initial $140. Today I received a call from their corporate customer service rep. She said that there was no fault with Nationstar and it was ALL my fault. They should've saved the call, they only made a bad situation worse. I'm actively seeking a refinance in order to get away from this company. Horrid customer treatment.

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Mr. Cooper mortgage fraud

MorEquity was NOT even licensed in Florida as mortgage company to be doing business in Florida during 2006 and more, when mortgages were being 'sold' 'transferred' etc by them. Not to mention all the fraudulent 'Alonges to Note' appearing after the fact. This is pure FRAUD and Nationstar is just another AIG company wrapped in new name, same as Centrex, Fortress, Wilmington etc. They are all the same company or off shoots of AIG. INVESTIGATE THESE CRIMINALS! They already have over 590 complaints.

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Mr. Cooper payments / fees

I have found better customer service under a mossy rock. This company is truly despicable, I pay on time pay extra and do not see the payments applied. They have more fees then you can shake a stick at... and they can never fully explain where the money is going. So i have resigned myself to just pay the minimum. I refuse to pay extra with no record of where the $$ is applied. Oh and I ALWAYS pay via western union. When you mail the payment they hold it, auto-debit they reject it so I pay 9.95 to pay with proof that I paid. I wish the ### top brass in the company who make money off of lies and trickery a lifetime of bleeding inflamed swollen hemorrhoids and fungal infections with no cure...just wishing.

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Mr. Cooper extra payments

For the 4th time in under 2 years this joke of a mortgage company has tried to double dip on interest and escrow. We have an automatic deduct with our bank to take our normal monthly payment. We have also been taking the hard copy statements we get and send in an additional "Principal Only" payment. They have a nice little box that is called principal only that I check everytime. When I call to remind them that it is suppose to only to be principal they say oh yeah we can put a note on your account to make sure it goes directly towards principal. NOT. Never again will I do business with this joke of a company. I get one or 2 mistakes but 4 is not acceptable.

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Update by Donsbach
Jul 09, 2012 2:05 pm EDT

Our mortgage is an Autodraft so our normal monthly payment is deducted out of checking account automatically. We still get a statement in the mail. With that statement we tear off the bottom mark the "additional principal" box and send in a check. We have writting posted notes to only apply to principal.

You can also pay extra online but a couple of those options have "fees" associated to it. Everytime I have called they have reversed the transaction but you HAVE to babysit every month to make sure things are getting deducted properly. They claimed the put a note on our account to pay principal only when a check comes in but it didn't do any good.

If you can get a lower interest rate than what you have by refinancing I would recommend you do it with a different company. If we weren't going to have our house paid off so soon we would have done it but we were going to pay more in the refiance fee than we would say in interest.

Keep on top of it!

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custcurt
Philadelphia, US
Aug 28, 2013 1:28 pm EDT
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Same thing happened to me! Like several others, my mortgage was transferred from BAC to Nationstar in July, 2013. From day 1 the transition has been the worst- Bad service by phone and by email. I always made 2 extra payments each month, in additional to my scheduled mortgage payment due that was auto deducted from checking. I called right after the July 1 transition and confirmed that I could make the additional payments by mail and have them applied to my principal as long as I put in the memo "apply to principal" - Easy right! Not so much - I called when I saw that it wasn't applied correctly online and was told it would be corrected as well as a note placed on my account to advise of my intention to always send that way.. Needless to say, it was never corrected ..the second payment I sent just on 8/13 toward prinicpal wasn't applied correctly and my inquiries about it only provided simply, "Your payment correction was denied. You have a Daily Simple Interest Loan. Correction for prior payments are not allowed." Never had this issue when I was at BAC. How can they tell me I have the option to send extra money and have it applied to my principal but they don't do so when I follow directions they gave - Hmmmm, regulatory violations? UDAAP!? Yea, I think so here! I sent it to the CFPB and Nationstar responded w/ same answer in writing - I went forward and disputed the response the CFPB sent me so now, the CFPB investigates it! I just hung up w/ the guy who responded to my complaint and all he could say was that he was sorry I got wrong info and if I want to make additional, I have to do at the time I make my normal monthly payment - BULL!

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Nervous in Honolulu
Honolulu, US
Jul 09, 2012 11:06 am EDT

My loan just got bought by this comapany -- and I noticed that your post was just a few days ago. May I ask what your alternatives in terms of experience with them, in sending in payments? I've read quite a few bad reviews about them, and am getting quite nervous. They are scheduled to take over my loan beginning next week.

Thank you in advance,
Nervous in Honolulu

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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