Mr. Cooper

My bank merged and became Truist and I've done nothing but fight with them since they merged. With Mr. Cooper, it was very pleasant to have a website that I could get on, number one, and understand, number two. If I had any questions, I just shot off an email to whatever stage I was in at that point and whoever was doing that point. I would ask them a question and they always took the time to answer. We talked about options. The first guy I talked to was absolutely lovely in each of the three cases. At any point, I could go back to them and say, "I'm not happy with this," or, "I had no reason to do that," or, "I'm confused about that." They knew what they were talking about. I worked with somebody else in a different company and I had people lie to me before. With Mr. Cooper, I've never caught them in any way shadowing or misrepresenting anything.

Mr. Cooper helped us acquire the house and get some money out of it. Having to go through the process has been a good experience, and I would recommend it to anyone else. I liked working with Mr. Cooper and I liked the people that I dealt with. There was an officer that the mortgage was assigned to, then there was somebody who handled all the paperwork with this. I only talked to the guy who was assigned the mortgage twice, but the lady who had handled the processing, that I talked to many times, was very good. I had an unusual thing wherein a couple of times, I've had people calling, representing themselves as from Nationstar, trying to get the business from Mr. Cooper. I didn't understand where that came from, but after I told them not to call back, they didn't.

However, recently, I got a letter from State Farm Insurance about lapsing unpaid flood insurance from FEMA. I called Mr. Cooper about it a few days ago. It seemed like they didn't have knowledge of the previous loan. I had trouble convincing her so much that I got her on a three-way call with State Farm, so that I didn't have to be the go-between from phone call to phone call.

During the call, she was telling the lady that she wasn't sure how my loan got to them. She didn't realize that I had a previous loan with them. She was blaming the insurance lapse on the insurance coming to Mr. Cooper. I had to explain to her a few times that I was with them already and just switched to a new loan number. They had the flood insurance covered, and they moved it to a new loan and dropped the ball paying it. The insurance is about to be dropped. She asked the agent for information on the coverage amount limits, the amount of the money due, the date due, a few things like that. While we were on the phone, she went ahead and took care of it. She told the agent that the check’s been cut and it's on its way.

From the time underwriting told Cheryl what we needed, we got it back to that lady within 45 minutes and we still had to wait two more days for her to finish signing off. First it was, "Oh, well, she had to step out, she had to do this, she had to do that. So, she left." The next day, we checked back that morning, then we were told, "Well, there's other stuff in front." I said, "You just asked for questions on our stuff and it was the last thing you're working on." We waited all day long, and then Cheryl finally got ahold of the underwriting lady at 3:00 and said, "Hey, just checking on the status." She said, "Oh, it's in line right now." It took her 10 minutes and we got a response back.

She responds on time so that it drag out the time. Everything seemed to go well but all of a sudden, there was a halt somewhere. I thought it wouldn't go through. I called, and a lot of times, there were no responses and no feedback. I couldn't get anybody. I did the calls, but Mr. Cooper would respond to me via email. At some point I felt frustrated that they were not answering or returning my calls. But they did what they needed to, so I'm satisfied. I also wanted to take out some money. I wasn't able to get how much I wanted but I was able to get an amount that would suffice. And it picked up again. It dragged on for a while and the appraisal was done and they said I didn't qualify for a conventional loan. It would remain an FHA loan. But I could take out some money. It took longer than I anticipated.

The rate was 2 point something. It slowly crept up at that time, but Mary locked it in for me until a certain date. And I knew the date was fast approaching and that the interest rate was going up. I wondered what would happen. But she assured me that they would extend it. She did what she did, and I was happy with the terms and new rates. I now started working with a new person. Mary was the one that initiated it and she was very good. But they were all good. I was happy it worked out well.

When they asked me to make a third double payment, I declined because at that point, I didn't trust anyone this incompetent with access to my bank account. I set up bi-weekly autopay through my own bank instead. Mr. Cooper would not credit the partial payments, then reported me late to the credit bureau, which tanked my excellent credit score! All the while, they had the funds necessary for the payment but had not applied them! If my interest rate wasn't so low (because of my previously stellar credit), I would have refinanced away from them. I did not have a choice, but if I did, I would choose ANY other company other than Mr. Cooper.

Then I sold my rental to pay off my current home. I paid it off in time and they kicked back the payment...again, no notice. I found out when I saw the money in my bank. Then they charged me hundreds of dollars in interest for the 2 days it took to sort everything out and wouldn't release the fees. When I've called...and I've been calm and courteous...I've had to wait 30-55 minutes for the worst customer service ever only to be directed to email. They are a ripoff company. Who does this??? Who keeps hitting people for fees when they shouldn't...and doesn't care? Very unethical. Stay far away.

I finally got a hold of someone who was a decent person that listened, and her Name was Victoria **. She saw what I was stating after Mr. Cooper then said I was two months late. She wrote the department to fix error and reflect I was two payments ahead NOT behind and opened up three different cases to get fixed and they kept closing it, with no explanation. Then after doing the phone call pass to probably six different agents, the last one stated Victoria ** was no longer with them. So, then I had to re-explain everything and finally talked to someone in the escalated department, his Name was Clarence where he saw the same issue, put a request to fix errors and stated to me it will be fixed by the 17th of February which was today.

So I called back when I saw my account wasn't fixed and spoke to another agent, and therefore sent me to the escalated department and spoke to someone who didn't want to hear the documents were uploaded and that I was told the situation would be resolved but instead told me that because of the bankruptcy letter that he had was only taking care of payments no arrearage that was behind and that's why my account reflected that, which is false because I not only submitted the document that states it paid the arrearage and payments up to when I took over but paid in full.

Yet, I was smart enough to get Mr. Clarence phone number and instead of getting a hold of him, I spoke with Jennifer which again had to explain everything to her. Then said she saw the request in their system and needed to wait until the 20th of February, which she will personally give me a call back and let me know it was resolved. I had to fight for six months to get to here, wait until the 20th of February. So still no answers for giving them everything in black and white proof to not get anything fixed is ridiculous!!!! So will now be speaking with a lawyer about the fair consumer act and what fraud this company does.