Mr. Cooper

Unimpressed with the transfer/sale of our loan to Mr. Cooper. Payments are all messed up and received ZERO communications about my request to fix it being declined and customer service is not helpful. Have gotten different information each time I speak with someone. The website is not user friendly, requests have to be made through the mail and multiple passwords is hard to keep up with.

Absolutely the worst mortgage company! My loan was sold to them and I was immediately threatened with paying higher home insurance fees or they would put my loan in default. When I tried to contact customer service I was transferred and hung up on 4 times. I finally decided to just payoff my mortgage just to rid myself of them. When I tried to get a payoff I was told it would cost me $25 just to get my own payoff. I have been continuously harassed by them telling me I needed to refinance with them. Outrageous fees! Over 30 letters and more than 20 phone calls from them in only 3 months!

My mortgage was transferred to Mr. Cooper in October from Quicken. We did not request to be transferred, nor do we have any say in it. I had my account with Quicken set to a simple bi-weekly payment, which Mr. Cooper can apparently NOT set up in anything that resembles a streamlined, straightforward manner. The bi-weekly ACH request takes a month to process and has a fee attached, per transaction. I therefore elected to continue to make my online bi-weekly payments on my own, every other Friday, to ensure my payments were up to date. The first rep I spoke to said that will be fine, she just had to adjust my hierarchy. (I never want to hear that word again). That should have been the end of it. I have now had to speak to countless reps who range from clueless and unhelpful to somewhat competent but still unable to get my account set up properly. My funds are constantly misallocated either to principle-only, suspended fund, or inappropriately to the balance. One rep, while trying to fix the continuing problem, set me on a SIX-MONTH payment plan, for what reason I truly can not ascertain, even after I told her NO, that is not what I want. After being on the phone with the most recent rep (December 30th) for almost an hour, it seemed like everything had finally been adjusted properly. I would be able to make online bi-weekly payments as well as principle-only payments to get the mortgage down faster. Alas, such was not the case. I made my current partial payment on the 15th and then saw that it was allocated as principle-only AGAIN, not toward my monthly balance. I have never been so frustrated with a company that hugely touts its "award winning service." BE BETTER!!

Great processes both times, no significant issues purchasing or refinancing. Would likely use them again in the future when it's time to refi again.

Hands down, worst customer service on the planet. All reps. Managers. Escalation managers lie, and keep customers in sea of vm, on hold, passing calls around, and talking over customers. Terrible company.

Is there a negative amount of stars I can give to this company? Their description says they aim to be a most trusted advocate and I literally laughed out loud when I read it. All they have done is lie to us during our refinance, making promises they go back on every time. If you want a company that will literally take 4 times longer to get anything done all while lying to you, this is the one for you. They promised to close in early December and told us we would not owe our house payment until February. After calling them multiple times and being reassured they called us on Christmas Eve to tell us we owed our payment with a late fee. CHRISTMAS EVE! After scrambling to find the money they assured us not to pay January payment and closing date was now second week in January. Guess who just called and said we owe our payment plus a late fee for January?! Oh, but they assure us that this will not happen again in February...sure.