50 customer reviews of mrcooper.com
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Mr. Cooper Rating
Based on 50 reviews from Mr. Cooper customers, company has accumulated an average rating of 1 stars, indicating that majority of customers are not satisfied with its service.
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Description: Whether you are considering buying your first home or ready to refinance your 12th, Mr. Cooper is here to guide you through the process. Let's get you home.
Address: 8950 Cypress Waters Boulevard, 75019
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That's what happened last year. Now this year they still haven't even attempted to pay the insurance and it's due in just over a week. With so little time, if they mess it up again I won't have time to try to fix everything before the payment is late again.
They also would have missed a tax bill if I hadn't been nervous about them messing it up and notified them that they were missing one ahead of time.
I can't even contact them on their website anymore, the message center won't load on my phone or computer. Their page to update insurance information says it finds multiple properties when I put our information in and then when I put the loan number in it says our loan doesn't exist.
What a stressful mess.
Next, we needed to get a countersignature on an insurance claim check. Even though they have headquarters in Dallas, which is where we live, they insisted that we MAIL the $17,000 check to them to countersign, and they would then mail it back, and refused to overnight it or pay even for a signature or tracking. AFter two weeks, the check still hadn't arrived and I called to track it down. It turned out that they sent the check to an address where we hadn't lived in three years. The had the correct address, though, because all their other correspondence came to the right address. But they said that was a "different department."? What? In this day and age they don't have one database of all their customers? Eventually the check was returned to them undeliverable and they again sent it to us, almost a month after we sent it to them to sign.
When it came time to sell the house, they lost the paperwork for providing our title company a payoff statement, so we had to do send it again. Every time I called about an issue, I talked to someone different who didn't know anything about the history of the issue so I had to explain it all again.
These were just a few of the issues I ran into. But I am getting a headache just thinking about them so I'll stop here.
I do NOT recommend working with this company!
Mr. Cooper claimed that I had late payments on my mortgage on 1107 Varela street, Key West, Florida 33043. This is not true because I set up automatic bill pay with Bank of America, which pays Mr. Cooper each month. I ended up paying three weeks in advance which was mistaken as a late payment.
On May 25th I paid for the month of June. This was thought to be a late payment for May, even though I paid on time for May. I ended up paying a $40 late fee. I had another issue because my payment date was switched to the 1st and when I paid on the 31st for the next month, Mr. Cooper thought it was a late payment. Eventually after paying $40 a month in late fees I paid Mr. Cooper $2,600. After all of this confusion, frustration and wasted money I switched my payment to the third of the month. I'm trying to prevent this from happening again.
I have never been late on a payment and I have continued to pay on time each month despite what Mr. Cooper's statements may say. I have the records from Bank of America proving my payments have been made. I've included this to further shed light on this situation.
Through this mistake, my credit score has been ruined. Before this misunderstanding my credit score was over 800. Now I am struggling to refinance my house because of Mr. Cooper's lack of attention to details. I am stuck paying Mr. Cooper because of his carelessness.
I have worked very hard my whole life to build my credit score to what it was. I've never paid late on anything, and you can see that in my records. Now my 78 years of building my credit is ruined by Mr. Cooper's mistakes. I am so distraught.
I really need this corrected soon so I can take advantage of the low interest rates. I am trying to give my children the best inheritance I possibly can. Thank you for your time and efforts.
Joan Thoman
Loan number 063430206-011D
Nationstar mortgage
More helpful are stories of lawsuits, particularly Mr Harmon an engineer from TX suing them for 10 million. Mr. Cooper foreclosed on him claiming he hadn't paid taxes, but he had, had proof and was never late on anything. Remember this is a blood sport. Many more like him. Go to YELP for horror story after horror story.
They managed to be the first 10 answers if you just google them- DONT BOTHER READING ANYTHING THAT HAS MR COOPER OR NATIONSTAR AS ITS ORIGINAL SOURCE, JUST PROPAGANDA.
Politicians love to talk about middle class, working folks etc, but we know that's horsewomen poo right? From what I've seen only New York has sued them as a state, but I'm just beginning this f. G rabbit hole.
People pay off mortgages just to get away from Mr Cooper, (btw start calling them that so they get as many negatives as Nationstar online), guess what happens-that's right Mr Cooper then reports them as over 30 days late on their mortgage, screwing up their credit.
Looks like pressuring politicians, Stare AG's to go after them and finding a good Law Firm for a massive class action is the best way to slow their roll.
With that said the only help they will give you is 3 months of forbearance, then you have to pay the full amount. How is that helpful?
Since then they have also been changing the wording on there site to make it seem a little more helpful, but it's the same response. They added a grey area of "might" be able to move payments till the end of the term, but that's after you have applied, and all your equity is in there hands.
Beware of any of this, switch lenders if u can, if not try and find another way away from this company. They are looking to capitalize in people's time of need like in 2008.
This is the most incompetent company I have ever dealt with and, as a result, if they can get the payoff amount correct, I am paying off my loan with them next month. First, it took me at least 10 minutes on the "robo merry-go-round" before I could finally get to a "know nothing customer service representative". After I asked for a supervisor (she said they didn't have them... only people that deal with problems that have been escalated to a higher level. After another 10-15 minutes I finally got hold of one and he was more useless than the initial representative. The first gal said they keep copies of the checks, so I knew that they should be able to pull it up and verify the amount was correct and then remove the $7.00 "overdue" charge. No, that would be too easy, if they indeed keep the checks like they said.
Instead, they wanted me to send them a copy of my check AND a copy of my bank statement that showed my bank actually took the correct amount out. I told them that it is not my place to fix their problems and I was not about to send them a copy of my bank statement. They said that was the only way they'd remove that $7.00. After nearly an hour (total) the guy wouldn't allow me to talk to anyone with some authority and that's the way it is.
In summary, if I could, I'd give them a minus 5 but, hopefully, enough people will read all of the negative comments about this company (their rating is a 1 out of 5) and not be foolish enough to do business with them. If they decide to... I wish them luck, because they'll need it..
Mr. Cooper reported them that I was behind $1700. I have never missed a payment in 5 years of owning my home. I call Mr. Cooper and ask why they said I was behind $1700. They pull it right up. Oh you missed November through January's payments. I have proof all payments were made and it was a transfer error. Regardless to say, now I have a lawyer to prove I have never missed a payment because Mr. Cooper company is a bunch of idiots.
Worse loan company ever. Do not ever use this company.
It seemed as though their only concern was making sure they got to foreclose on my home. What type of collection company refuses to take payments? I was been grossly misguided about my options and this is a serious and tragic event. They don't really care about their customers.
Person's Involved in our Refi Journey
Emily CLEVELAND
Carolina AGUAYO
Mandi TAYLOR
Austin BLACKBURN
Eric ROGERS
We have been a customer of Mr Cooper since 2012, when we secured a 30-year refi loan.
Our journey to refinance our existing loan began on or about February 26,2021. Previously, we had shopped around, but a favorable loan rate and loyalty to the company, we chose; Mr Cooper.
We uploaded all the requested documents in a timely manner. (Which many sat in the "In Review" digital box for months) The appraisal on our home was completed on March 2nd. Thereafter, we were conditionally approved.
We found are "first" loan processor, Emily Cleveland, to be unresponsive to our questions. Emails went unanswered for weeks at a time. On or about March, we learned Emily was "no longer with the company." Enter our "second " loan processor, Carolina Aguayo.
We found Carolina to a bit more responsive then Emily. As the journey dragged on, days turned into weeks, weeks turned into months, it seemed the process had stalled. We learned from Carolina there was a issue with the title to our home. We provided a little house history and additional documents and that seem to resolve the title issue. (We never were given an explanation about how the issue was resolved. Though, Carolina told us Mandi Taylor had gone to the Title Company and "argued for us.") Two days letter, we receive a "Notice of Incomplete Application" letter. We reached out to Carolina and she told us to disregard the letter. Thereafter, we sent emails to Carolina inquiring about the status of our loan. We were lucky to receive a reply within a week.
As we entered July, (five months since we began the process) we received/ reviewed and signed off on the Disclosure Documents. A few days later we received a letter notifying us that our loan application had been denied because of; "Credit Application Incomplete. " Speaking with Austin Blackburn, he shared with us he had never seen this before. We spoke to his manager, Eric Rogers, who told us since the appraisal of our home was four months old, (not our fault) it needed to be re-certified. But Mr. Cooper couldn't find anyone to do the task! (We live in the San Francisco Bay Area!) So, they sent us the denial letter and closed our file. That's how you treat a existing loyal customer!
The bought my loan then the hassle started. Mr. Cooper never informed me of that and my automatic payment kept going to the previous lender and come back.
Three month later while I am not home they invaded the house, stole all valuable electronics, had parties left pizza boxes, beer, liquor and used male contraceptive garbage behind and changed the lock.
When I came back they didn't want me to call the police and promised to handle and reimburse... Etc however they transferred me to the insurance company and claim they have no knowledge of what happened and (now) they don't have police reports. At the end of the year they added more than 3 K to my escrow claiming it was for the third party company to secure the house.
They repeated this several times and faked it on paper when I started to sell the house just to get rid of them and actually they added those illegal transactions to my total and twisted my neck with passion.
They then claimed that they failed in charging me for taxes and added 7K plus when I was leaving.
The icing of the cake was tons of discrimination comments and other very narrow minded uncalled for acts.
If you see mrcooper RUN away as fast as you can.