Mr. Cooper
Reviews and Complaints

My mortgage was bought by this lender, so I had no desire to work with them. They've only been interested in sending re-finance and other gimmicks as a result of assuming my loan. A shady and seedy business practice is a terrible way to start a business relationship. Failing to perform the basic tenants of the business deal is unforgivable. Now when I have an issue I'm left out in the cold. I have a notice from my County dated 4/15/2024 that I have another $9.99 due. What's the point of having an escrow account if it can't even pay tax bills properly? I have been trying for almost a month to get confirmation this has been paid from escrow and I have gotten no firm response. My account does not reflect payment, so a lien and fees will be coming due. I have reached out to customer service 3 times over this period and each time I am told to wait 3-5 business days.

If you are considering Champion Mortgage, I strongly advise you to avoid them at all costs. My experience with them has been nothing short of a nightmare. From neglecting to pay home insurance premiums to poor communication and customer service, Champion Mortgage has left me feeling undervalued and frustrated. Additionally, their recent cyber breach has raised serious concerns about the security of personal information. Based on my experience, I would recommend looking elsewhere for your mortgage needs.

Month after month I add extra funds to the principle balance when I made the payment online but (Mr. Cooper) keeps putting it to unapplied making the next payment less and i'm tired of calling to have it corrected I have given up. I plan on retiring and using my 401k to pay off the account but with the funds not posting correctly the plan is to refinance with another company. I work in customer service for the government dealing with mortgage loans we make mistakes but never over and over again. So the lesson I learned is when making a payment no point in adding extra to principle balance to payoff early and enjoying a nice retirement.

Mr Cooper's customer service has been 2nd to none. I hope that my new loan servicer will be as great

Zack made me a believer in humankind again. He fixed a bad situation when no one else could. Thanks bro! I owe you and the Mr. COOPER TEAM!

It shouldn't take a pandemic, but during these troubling times is when a company's true color shines. If it weren't for Mr. Cooper we would have lost our home. They have bent over backwards to help us keep our home. Their staff is caring and their work-out programs are designed to help people and their willingness to work with us is a great attribute. We have currently missed six months of house payments and their first question when I call is "Is my family staying safe"! If I could give more than five stars I would!

I originally got my mortgage refinanced through Better Mortgage and they sold it to Mr Cooper. I am really happy with their service as well as transparency of their website. The call wait time for them is also not bad. I can get a whole view of how much loan is pending as well as get an estimate of how early I can pay it off with some extra cash paid every month. After some extra principal payments, I can also see the updated time of my loan early closing. I really wanted to put this review here as I see a lot of negative reviews and somehow I haven't got that kind of experience with them.

Dear MR COOPER,
I'M happy to report about two amazing people work with my refinance for months closing was12/10/2020
On a more serious note, please allow me to express my utmost gratitude to these two people for their kind deed of gave me this opportunity in this difficult time, which I had almost given hope on. I really cannot thank your entire department enough, especially Mr. Gray Dawson who first gave me the good news still I have a chance to refinance. Mr. Gray Dawson and Mr. Winston Hill, thank you for your professionalism in handling this matter is highly appreciated and commendable
Best,
Alganesh Gebrelibanos..

From us, they get 0 stars. We are Veterans and have another Veteran assuming the loan. The VA approved it, and Mr. Cooper has been sitting on it since the end of September. They say they are waiting to have someone input the info. Wtf? You need new employees if it takes you 2 months to get this done. We have called at least twice a week, and each time, a supervisor will call us "tomorrow," and tomorrow never comes. In the mean time they are messing with 2 Veterans and their families! Way to treat those who have served and protected you Mr. Cooper!

12/2023 I sold my house. Previous to that I had my loan through Servicemac and the loan was sold to mrcooper prior to my house selling. I had a change of address in place long before all of this took place and have yet to receive a 1098 tax document as well as any letters stating loan transfers took place. I cannot even get ahold of a live person to be able to help resolve this, and i cannot proceed further in getting my taxes done as NO ONE can seem to resolve or help me in this situation. I am beyond frustrated.

previous loan # [protected]

new loan # [protected]

Theresa Johnson cell [protected]

last four of ss

1736

property zip code 81648

The automated system does not have my current loan. It has one that was paid off. When i go on line and use the automated system it says my current loan is paid off. When i try to access my account using my current loan number it says theren is no record. The loan information in my account has both the paid off loan and the current loan with the same loan number which is incorrect. I need a copy of my year end interest loan payment for my loan. I wrote a letter but received a letter referring me to the automated system which doesn't work because it has the wrong loan number and keeps referring to the paid off loan

I am paying the home insurance and property tax already, but Mr Cooper still asking for escrow payments. I already paid the home insurance and property tax for this whole year. And even telling me that they will report my loan as delinquent. I paid the right mortgage amount because I have credit on my escrow. I will not pay what they will ask me to pay because I am paying the escrow now.

The day my mortgage was sold to Mr. Cooper was the day that my nightmare began! Mr. Cooper didn't mail me statements for a year! Every time I called, I was told that they are not required by law to send statements, I will need to call every month and ask the amount of my payment. There were times that I send payments and Mr. Cooper claimed they never received the payments, which resulted in them charging me late fees. Every 1st of the month when I used to send payments, the checks were cashed after the grace period, and i was charged late fees. I put my property on the market on March 1st, 2019. On March 8th, the escrow title company requested Mr. Cooper the payoff amount including all fees, letting Mr. Cooper know that escrow will be closing on March 28th, telling Mr. Cooper that they need to calculate all interest and fees until March, 28th. Mr. Cooper faxed the payoff amount including the calculated interest until 04/01. They faxed it on March 13th. Escrow closed on March 28th, and Mr Cooper was wired the funds on March 28th. The property had a damaged roof that needed repair, the hazard insurance was informed, and send a check made out to both Mr. Cooper and myself. The check was send to Mr. Cooper. I had to pay $***. 30 out of my own pocket. The roof was repaired, and inspection has passed. I have been calling the Loss and Drafts Department for 3 days, asking when are they planning to mail me my check. Every time I get a different answer, but today I told the rep that the property has no longer a loan, as the entire loan was paid off on March 28th. To my horror, the rep tells me, no, the loan hasn't been paid off, but she can't give me the details as I need to call the payoff department. I call them, and they tell me that I still owe money. I tell them that I'm looking at the all the documents as we speak, I see their statement and the date, I see their calculations until 04/01, and I see the wire transfer on March 28th. They tell me that they only calculated the payoff until March 8th and not until March 28th, when escrow closes. I tell them that I see in black and white in front of me the request for the payoff until March 28th, and their response for the payoff. That's when things started to get ugly, I was told that if I don't pay the rest of what I owe the property will be foreclosed on. I asked what is the amount that they claim that I still owe? I get told that they are not allowed to tell me over the phone, I will be charged $25 for them to email that to me. I slammed down the phone, called my attorney and the escrow title and explained the whole story. Keep in mind that I have all documents proving Mr. Cooper are liars. Both my attorney and the rep from the escrow title called Mr. Cooper and got told that there is $200 outstanding. The escrow title wired the $200 to Mr. Cooper today. By law a lender must call a few days before escrow closes to inform of any changes in the payoff amount, or to make sure that the right payoff amount is being paid. Mr. Cooper didn't do that. If I didn't call them today, they would have forclosed on the property without my knowledge. This can't carry on like that. Mr. Cooper is a scamming, cheating, bunch of liars company. No wonder they have over 400 reviews on Yelp with 1 star ratings.

My mortgage was purchased by these clowns a year ago... having them as my lender was no my choice.

My Liability insurance was due 1/20/20. When I received a Notice of Cancellation on my policy the end of January (around the 29th) I called them to ask why. They said they were not sure as they sent the payment 1/23/20 (even though it was due 1/20/20).

I followed up with my insurance agency and they said not to worry that we had until the end of February before the policy was cancelled and she was sure it would be sorted out by then. In the meantime, my son was diagnosed with cancer, so I didn't follow up for a week or so.

My Insurance Agent said she would stay on top of it and let me know when it was paid. A week later (2/10 ish?), Safeco (insurance co) said they still couldn't locate the payment because it had been sent in with hundreds of other people's premiums in one check and it had to be broken out before they could post it. My agent said she would follow up for me due to my circumstances as the primary caregiver for my son.

When I finally came up for air, the middle of February, my agent said that Safeco still had not received the payment, so she spoke to a Mr. Cooper rep on 2/19/20 who assured her that a replacement payment had been sent. She assured me not to worry because Safeco had extended the due date to 2/30/20 giving time to get this sorted out.

I logged in to my Mr. Cooper account (2/29 ish) to see if the insurance payment had been made and to see if they had paid my first property tax installment on time, which they had. HOWEVER, I noticed that they had debited my escrow account for TWO PAYMENTS TO MY LIABILITY INSURANCE COMPANY and it was now showing a negative balance! Are you kidding me?

I called requesting that the money be put back into my escrow account immediately as they do a "review" in March and will raise my payment if the escrow account has a shortfall. I also requested that the escrow account be closed, as I could obviously do a better job at making the payments on time than they can. The agent, Anna, said to follow up in 10 days to see if the $ was returned to my account and that she had requested the Escrow account be closed and forwarded to me which won't happen until 4/1/20. I set a reminder to follow up on 3/10/20.

I received a text from my agent 3/9/20 stating that a SECOND notice of cancellation had gone out because Safeco never received the 2/19/20 payment. When my insurance agent followed up that morning, the payment wasn't actually mailed until 2/27/20, but even 12 days later, it still had not been received by my insurance company.

I called to talk to a supervisor. After they verified that I do indeed make my payment around the 14th of each month, ON TIME, and "Had I set up my payment for this month yet?" which I had, and "Would I like paperless billing?", which I do not, they patched me through to a supervisor (Keairoh). I explained the situation and requested my payment to be overnight-ed to my insurance co. She had me wait while she got Safeco on the line. Safeco insurance co doesn't have an "overnight" address, so that request is denied. After explaining how furious I was at this payment being late and my being double charged in my escrow account, I asked Keairoh (Mr. Cooper rep) to personally follow up on Friday, March 13,2020 to make sure this payment was posted and to put the money BACK INTO MY ESCROW ACCOUNT and forward it to me. She said she would, but I highly doubt this will happen.

This business is a JOKE. I cannot help but think they are on the brink of bankruptcy that they have to hold onto your money and jerk the insurance companies around like this. Apparently they know how to pay my taxes, why is this so difficult.

If your mortgage is sold to Mr. Cooper, like mine was... REFINANCE AS SOON AS YOU CAN WITH A REPUTABLE LENDER. This is a complete joke and I do not need to babysit my lender when I am trying to care for my son. Have some human decency Mr. Cooper. All I am asking is that you DO YOUR JOB!

The account is my mothers, Sherry Flora. She made February's payment on January 25th. Now she is getting phone calls saying she is behind on February's payment. The website shows they got the payment on the 25th. I can't not talk to anyone to try to get this resolved. I don't understand the problem she has always made her payment at the end to the month because that is when she gets her social security check. Please help with this. We do not know what to do and this is going to affect her credit.

Daniel Pagano

Attachments

4:35 PM (24 minutes ago)

to Cooper

the mortgage was PAID & cashed on 10/27/23 by mr cooper. Your company decided to apply to the principle, That is incorrect it is my Oct 2023 payment,

not sure why you would do that. I have tried NUMEROUS times to talk to a REAL person to clear up this mess

since the beginning of November. Your automated system stinks, it's horrible! Besides the fact I can't speak to

someone when I do call, the recording states the zip code doesn't match my address.

I am totally unhappy with this company. I have triple A credit & always pay on time. I want a real person

to call me, I am tired of receiving messages from recordings and trying to reach customer service.

Daniel & Jo-Ann Pagano

I had a tree fall on my house on July 11, 2023 and dealing with this bunch of incompetent fools has made a bad situation even worse. I have called and complained numerous times regarding the slow draws on my repair checks to no avail. Now that they have had a cyber attack on 10-31-2023, Simone, a headset phone fool, has informed me that Mr. Cooper is not sending any draw checks at this time and she didn't know when they will resume. I have contractors to pay for repairs that they have completed on my house and I have to continually beg for money that was deposited by my insurance company to make the repairs. Stay away from this company!

I had a garage collapse in the winter of 2023. USAA insurance is my insurer. They were also my original morgage lender until they sold my morgage to Mr. Cooper. When my garage collapsed, I was told I had to send my check to Mr. Cooper. USAA originally sent me $60,000.00 then it was increased to $88,000.00 but Mr. Cooper only issued me $40,000.00. The garage materials are $35,000.00, slab is $22,000.00, and labor for the contractor is $35,000.00. I have already paid the $22,000.00 for the garage slab out of pocket but the $35,000.00 + $10,000.00 the contractor wants to start the build, but Mr. cooper will not release any more funds until I am at 75% of construction with what they sent me. Mr. Cooper has received $88,000.00 and they have only released $40,000.00 even with my estimates and receipts for the garage slab that I paid for personally and is supposed to be covered.

My water heater leaked flooded my house. I sent my insurance check to Mr Cooper who sent me 25% of the funds. I have been sending receipts and estimates just get enough to pay for material. Every time I chat with them it will be another 3 or 4 days for them to review my claim. This has been going on for weeks. Their just holding the funds probably collecting interest.

A tree hit my house.After 35 years of paying shelter insurance and no claims, they finally mailed me a check….Mr Coopers name is on the check…..Mr Cooper constantly has me doing paperwork and want send me my money to get my house fix. Mr cooler says we will only send you 25% , then send an inspection of the house to get the rest of my money. Well, if they don’t give me the money, how do I get my house fixed. They keep peoples money as long as they can so the can continue to accumulate interest! WHAT A SCAM!

Run from this company…ZERO COUSTMER SUPPORT!

Every day I call they have a new excuse not to send me my money!

Customer contacted Mr. Cooper to share that house was under contract (being sold to someone else). Customer asked Mr. Cooper if he should make the next payment on the mortgage. Customer was advised that he did not need to make the payment and was further advised that the missed payments would go away once the loan was paid in full. Now the customer had mortgage lates on his credit report due to being advised incorrectly. Further, Mr. Cooper states they cannot fix the credit report.

august of 2022 your company bought my mtg. from Arvest. i did not know this because i was in hospital having a triple bypass surgery. I maid every payment till january of 2023 . Febuary i made a payment to mr cooper and i called. they said they put payment towards November. I called Arvest they told me there computer system was being overhauled and that all payments would be fowarded to mr cooper. hope you will look into this and fix my credit . I am trying to sell my house and buy another house . But i cant buy cause my credit is now bad. hope you will resolve. my bank statements tell me arvest took money and did not foward mney to you.my loan number is [protected] my email is [protected]@gmail.com

In a recent attempt to refi my home, I checked my credit report and see two delinquent payment reports in March and May, 2023. After at least five phone conversations with Mr. Cooper, I was unaware of an escrow shortage. I obtained new homeowners insurance which should have lowered my payment and began paying that new amount provided by them in March. I have bank statements and my credit report payment history showing I have not made a late payment on any account, let alone my mortgage. The new bank is asking how they could report me if I actually did make the payments. Even if they apparently weren't full payments, they did post them, so why are they reported as late? And why skip April? In addition, Mr. Cooper is mailing me an overage check. How could I have underpaid and overpaid at the same time? Mr. Cooper is not being responsive - can someone please help?

My Wells Fargo mortgage was transferred to Mr. Cooper as of 7/1/23. Mr. Cooper is the type of company that claims to be customer-focused, friendly, and accessible. They have sent me tons of mail and emails stating this. I have concluded that they are none of those things. I am an extremely responsible homeowner and I certainly do not want to be late on a mortgage payment, yet lo and behold, Mr. Cooper is doing everything they can to force me to miss a payment. Case in point: I was told that auto pay was set up and I double-checked to make sure everything was squared away. As of 8/1/23 I continue to receive alerts from Mr. Cooper stating that I have not yet set up auto pay. I spent two hours trying to call to get this resolved and it is impossible to get in touch with an agent. Their phone system is purposely set up to disconnect--and the phone system could not understand basic English terms such as "Agent" or "Payment." Then I tried chat and was told by a chat agent that auto pay was confirmed. What the agent could not tell me was why I keep getting alerts stating auto pay is not set up. This is yet another negligent, greedy, incompetent global company with false advertising: they are not customer-focused if they are impossible to reach and need to stop claiming to be a stellar company that is a joy to work with. They most certainly are not. I am furious that my mortgage was transferred to them and will see about getting it transferred elsewhere. Don't fall for their marketing nonsense.

We have had this mortgage for a numerous of years and as soon as it was changed to Mr. COOPER

We had a problem. We have NEVER had a late payment on our loans and we have had a number of them as we are Real Estate investors. A few months ago somehow a payment was made from our Bill Pay with an incorrect number on it. Is would have been easy for them to contact us because our name was there in plain sight. Instead they sent the check back to our bank without contacting us. By the time we got the returned check it was about a month out. We started contacting Mr. Cooper and trying to figure out what happened. It took several calls just to find out why the check was returned. They didn't even tell us the problem until WE started calling them. We eventually figured out the problem and sent several payments to fix the issue.

I tried reasoning with them to fix the credit reporting because they can plainly see we are great customers with NEVER a late payment. They didn't care! OUR CREDIT WENT FROM AN 840 TO A 731 BECAUSE THEY COULDN'T BE BOTHERED TO CONTACT US WHEN A CLERICAL ERROR WAS MADE ON A BILL PAY PAYMENT. THEY WAITED UNTIL IT WAS A MONTH LATE TO START CONTACTING US!

I HAVE TRIED SEVERAL TIMES TO SPEAK WITH THEM TO FIX THE CREDIT REPORT AS THEY CAN SEE WE HAVE ALWAYS BEEN GOOD CUSTOMERS BUT NO! THEY REFUSE.

IT SEEMES LIKE A SCAM TO ME.

T E R R I B L E C O M P A N Y

Almost impossible to talk to anyone at this company. Then when you spend a 1/2 hour trying to talk to a human, they pass you off then hang up! The worst customer service I've ever delt with. After the first hang up, the automated service hung up on me two more times. Very frustrating. Now over an hour and nothing! I have gotten no where.