Mr. Cooper Reviews

Terrible, cold corporate entity. Their system is so unfriendly to use, so difficult to communicate and resolve issues. I have tried repeatedly to call only to get caught in an automated system that will never let me speak to a representative.

Whatever you do, don't escrow your insurance with Mr. Cooper. Our mortgage has been serviced by Mr. Cooper for 3 years now and they have paid our insurance bill late every year, subjecting us to late fees and letters from the insurance company threatening to cancel our insurance. Well this year, they actually did cancel our insurance for non-payment and have refused to reinstate it due to historical late payments. Now we haven't had home insurance for weeks, have been scrambling to get new insurance (many won't insure us now due to a lapse in coverage).

For as long as I’ve had a mortgage loan with various lenders (40+ years 8 companies) I find myself here so irritated, annoyed, and wanting to express my absolute displeasure about Mr Cooper. My loan servicing was recently transferred to a “servicer” that offers automated service ONLY!! Spent over an hour trying to make contact with a live human without any success. Same circle in the phone queue, not one human response. It is only here I find myself writing this and come across a number that should be posted to all their customers. I called 1-888-509-2432 and a live person answered my call. What a delight. I truly look forward to the next notification of a servicing transfer. Not many years in my life, this kind of torture is not needed. Side note, my dad has his servicing with Mr Cooper also. Six months ago he was told their phone system was in the works for updating and this problem would be resolved. Yeah Right!!

If I could give zero, I would. HORRIBLE, the worst, customer service. Only able to confirmed that my old, UWM loan moved to these cats, but then could not speak with any one on the phone, all automated. The same lack of customer service while attempting to get answers via the web site. Both phone and website, are AI generated "help" (lack of I should say), no one to speak with. No one and no AI, could answer my loan questions. Ended up spending a few bucks and moved my loan to another lender, who, by the way, has LIVE people to discuss loan information with. Thanks for nothing Mr Pooper. I have heard from several folks that Mr Cooper came about due to this exact poor service via Northstar Mortgage.... hmmm... seems even a name change can not correct the problems??? Date of experience: July 2024.

I needed a new escrow analysis. Instead of being able to get online and request this one must call. It’s a virtual assistant and very difficult to get a real person. It required multiple calls and time on the phone. I wrote a letter, recommended they make this process available on the website. I got some ridiculous letter back stating my escrow analysis was correct. I had already gotten a new analysis and it was correct. I never disputed that. So essentially I got a response to something I didn’t complain about.

Worst company to deal with. They will call you unnecessarily. Call you and waste your time. One of the worst services in the industry. Will not recommend to anyone to use this bootleg company. Totally unprofessional!

Terrible customer service. It is very difficult and time consuming to reach a human representative. I can't get confirmation that I uploaded documents they requested and I'm not receiving answers to my questions. I'm frustrated and fed up.

The worst mortgage company out there. I was with United Wholesale Mortgage, and Mr. Cooper bought my loan. I read into this company when notified of the transfer. Everything I read is coming to life with this company. They adjusted my escrow by $270 in June, yet taxes and insurance didn't change. I've seen that they have paid out almost $200 million so far this year, 2024, in lawsuits. They are creating foreclosures by raising mortgage payments. I'm so new to my loan that I can't drop my insurance and taxes. I'm going to refinance just to get away from these individuals. I don't understand how they are still in business with such questionable practices. All I can say is I want out as soon as possible, and that's not soon enough. Very frustrating.

They do not allow comment on their social media accounts. That says it all. Horrible, terrible, service nonexistent. Scam overcharging frauds. They have charged me for 4 inspections thus far and telling me I need another while withholding my funds. How is this company allowed to do this? Maybe a class action suit is needed again. There are pages titled Mr. Cooper sucks etc. You don't see that for reputable companies.

I accidentally paid twice and now my bank account is overdrawn. All I need is a refund for the payment but I'm getting the runaround. I'm a senior lady who lives on social security. They said I should have it back in my account in 24 hrs but it's been a week of calling them. People do make mistakes. This is the first time I did. I don't understand why they said they would refund the money and then they don't. Now my dogs and I will not have any food until the next month. 404.61 may not seem like a lot of money but I'm on a fixed income. Please refund it please. ☹️