Mr. Cooper Horizon Way, Irving

As long as you don’t ever need to talk to a competent, trustworthy individual about your mortgage with Mr.Cooper, you should be debatably satisfied.

My loan was transferred to Mr Cooper several years ago. We had a positive experience thus far and decided to refinance with them. They didn't have the lowest interest rate, but we went with them for efficiency. The first person I spoke to was articulate and professional. He explained everything well and made it easy to start the process. When we had questions, he called us back quickly. After a few weeks had gone by without communication, a "to do" notification popped up when I was checking their app for an update. It would not let me sign what it wanted me to sign, so I called and I emailed. I got one email back without any helpful explanation, so I emailed again. Then I called. Two weeks went by without anyone reaching out. Eventually the app changed what it was asking for. It was no longer asking us to sign. It wanted us to upload an address explanation. I tried calling and emailing to find out what was required for this. No response. So, my husband and I uploaded what we thought would suffice. Finally, we get a call back 3 days after that stating that it wasn't what was needed. What was required was very specific. So, an email was sent for us to sign. I then tried to get an update on my closing date. We have home improvements that we will not be able to get done until next year, since our closing date was moved so far off track. We lost the time we had scheduled with an in demand contractor. No one would call me back. Emails. Phone calls. FINALLY got a call. My closing date prediction, mind you, had been moved to 3 weeks after the original date. I was then told we could close virtually. It would all happen quickly. A few days later I got an email stating we would have to close in person, pushing our date out a few more days. Then, I got an email stating that something wasn't approved. Our date would be pushed back another week. It was then pushed back, YET AGAIN, when someone didn't fill out their paperwork correctly and it was kicked back in review. I FINALLY secured a closely date. The notary made up a conversation with me, stating I told her that I couldn't make it due to my sister being sick. No such conversation occurred. She was 15 minutes late to the signing. Then Carrington Title, where Mr Cooper set up the in person signing, knew nothing of the appointment. They had us wait over 2 hours in the lobby while they figured out how to do their jobs. Due to ALL of the poor communication and frequent mistakes, I now feel that I need my personal attorney to review every document in order to ensure everything was done accordingly. The ONLY reason I didn't walk away, is that we would have had to restart the process and pay another $750 to a separate mortgage company and wait another month! And THEN, they emailed me the same night of the closing stating that not all of the documents were signed!! Suddenly, their incompetence was my problem, yet again! This whole 2 1/2 MONTH process has been a nightmare. I have never had such poor communication and non existent customer service from a company that I am spending so much money with. Unprofessional, disorganized, amateurs that have no business being in this business. They make their money by buying peoples mortgages. No one in their right mind would CHOOSE this company. 0 stars.

This has to be the most difficult mortgage company to work with!! I'm doing a refinance and NO COMUNICATION WITH ANYONE!!!! Can't get ahold of anyone to straighten out my problems trying for a week calling and emailing and NOTHING!!! here it is Friday and still trying to talk to anyone!! ALL I CAN SAY IS DON'T USE THIS COMPANY FOR ANY FINANCIAL NEEDS THEY HAVE NO CUSTOMER SERVICE!!!

I have been a loyal Mr. Cooper customer since it was still Nationstar. I have dutifully paid my mortgage every month, without fail. I've only been late a couple of times. But now I am on strike with GM. I called Mr. Cooper to inform them of my situation and ask if there were any way to modify my next payment so I could afford it on my strike pay. I was informed the only thing I could do was to miss my payment and enroll in a repayment plan over the next three months, but that it would still be reported to the credit bureaus as a missed payment. I am on strike! It's not my fault or my decision! I am doing what I can to notify people and most have been more than happy to work with me on modifying payments due to my current situation. I am extremely disappointed in Mr. Cooper's lack of empathy or willingness to offer any kind of meaningful assistance. It goes directly contrary to their portrayal as a friendly neighborhood mortgage lender. Once I resume working, the very first thing I will do is divest myself of this company and refinance with someone more friendly to labor!

TERRIBLE!!! TERRIBLE!! My home mortgage was with NationStar & was sold Mr. Cooper. I have been an A+ customer & never late on payments. I decided to refinance to get better terms (NO CASH OUT!!). No appraisal needed - more than enough equity in house to justify. The first rep gave me false, inaccurate info mid May when I called. When I returned call later, I was given a different rep - and the info I had been given initially was faulty. It is now July!!! I am now being asked for more/more documentation. Social security card...most recent bank statement...an undated tax return was unsigned so they returned it. I have been an excellent customer for several years. This should have been a very simple, low-doc refinance. I have been active in real estate for many years. I would never recommend Mr. Cooper to anyone. I did rececive a response from Mr. Cooper to my complaint, but it is poor at best. My concerns with Mr. Cooper were NOT addressed. Therefore, I researched the Mr. Cooper history further. In Aug. 02, 2018 Sandusky post, i found this: "Within the last eight months, all three states have levied heavy fines against Nationstar, now doing business as Mr. Cooper, for illegal practices. In California the Company agreed to a $9.2 million fine for allegedly overcharging borrowers and for failing to resolve their complaints. In Massachusetts, the company was hit with a fine for allegedly offering borrowers “unfair and deceptive” loan modifications. In April this year, they settled with the New York State Department of Financial Services, agreeing to pay a $17 million fine. “DEFICIENCIES AND VIOLATIONS” The New York settlement was based on that state’s charge that Nationstar had committed “numerous deficiencies and violations” of the state’s banking laws between 2011 and 2014. Those included flaws in its document retention such that company was unable to show compliance with consumer protection laws, and its information technology systems sufficient to demonstrate that its auditing processes were accurate. Interestingly, the state noted that consumer complaints against Nationstar had increased almost tenfold between 2011 and 2014. Those complaints largely centered around errors in processing payments and ordering forced-placed insurance when the borrower’s policy hadn’t lapsed. ESCAPING THE PAST? Apparently in a move to escape its sordid past, Nationstar changed its name to Mr. Cooper last year. But has a change in its business practices come with a change in its name? Only time will tell. Our advice to those with Nationstar/Mr. Cooper mortgages is to carefully review every monthly statement for accuracy. For those engaged in a loan modification process with Mr. Cooper, make sure to read the fine print so that you understand it. If questions arise, do not hesitate to seek answers." I will be refinancing with a more reputable, reliable, trustworthy lender. Ann Black

I did not finance trough them but they are servicing my loan.. the 5 start are probably for the app and it’s efficiency.. customer service is way better than my previous servers

Worst customer service I have dealt with in a long time. Guy was chewing or eating something while talking to me., disgusting and totally unprofessional Spoke over me the whole time and didn't listen or care to hear what I had to say. Would never recommend this company to anyone buying a home. All I wanted to do was get a payoff amount for my loan.

THE WORST. This has been by far the worst mortgage company I have ever dealt with. I will be transferring my mortgage from them tomorrow. I have attempted to call the past 2 nights to be told they were closed, put on hold for 20 minutes and then told to call back an hour later and also on April 3rd. I NEED TO ASK ONE QUESTION Never, under any circumstances allow this company to manage a loan for you. You will regret it.

This was an awful mortgage company to work with. Extremely unhelpful and didn't honor their payoff amount when I sold my house. It's been over a month since selling and they havent sent a title to the new owner. Definitely do not recommend!

very poor service have been trying to call them.. no attempt to make any contact with me... I gave one star because that is the lowest it will go.