Mr. Cooper

J Eman _{on Google}

Aug 26th, 2021

Stay away from this loan company by all means. They are the worst loan company ever. All their offices in general and their Arizona offices in particular are terrible. Their agents are trained to trick you into refinancing with them. They waste your time demanding vague documents for several months. In the end they come up with vague reasons to deny your refinance application. They are very dishonest group of unprofessional people. I think they delight in frustrating unsuspecting citizens who just want to refinance their mortgage. They work as a team from different offices to frustrate clients and defend their dishonest and corrupt loan officers. They are awful. Stay away from Mr. Cooper.

Jing Wang _{on Google}

Aug 13th, 2021

Avoid this loan company at all cost!
We were transferred to them from our previous lender. It was extremely painful experience to pay off our loan. After wiring them the money, they did not accept it till the quote expired. They did not bother to let us know the status of the pay-off either. We had to find out on our own that they received the money but never accepted it (for no reason). Their research department was involved but didn't follow up. They did not help us with any findings. We had to go through the pay-off process again and lost several hundred dollars because of their irresponsibility.
We finally paid off our loan in May. Since we overpaid, Mr. Cooper was supposed to refund us the overpayment. They never did. We had to call them in July to find out why they were not refunding the money. They said they sent out a check in May but the check was not cashed. So they had to resend the check. We were wondering what they would do if we hadn't called about it. Keeping my money for good?
Anyway, we waited a couple of more weeks. Still no refund. We called again. They said they never resent the check and they would do right away. We waited another week and this time, they said the first check was actually cashed already, by me. We asked them to send us the image of the cashed check and the date it was cashed and the account number it went into. They said they could send us none of that. It was our job to find out where the money went. They also said if we still want the money, we needed to email their research department ourselves and figured out how to get the money.
Up till today, months after my payoff, I still don't have my overpayment refunded. And during this whole process, they never reached out to me although they owe me money. They did nothing to help out the customer except keeping customer's money to themselves.
If you need reference, the last rep we talked to was Amber, work ID 6530670.

Eric Hess _{on Google}

Jul 22nd, 2021

Mr. Cooper is one of the worst mortgage companies out there. Do whatever you can to avoid dealing with them. They harass me each and every month with annoying phone calls even if my mortgage is not late. One department has no idea what the other is doing. I am told to do one thing and then in the next phone call they tell me that was incorrect. Later I speak to someone else who says neither were correct. You wait on hold for hours on the phone to speak to somebody who can't help you. You have to then get called back or worse yet try calling them back. I am definitely not pleased with them as my mortgage company.

Brenda Griego _{on Google}

Jun 30th, 2021

I have been in the process of refinancing with this company for more than 3 months! They keep having to extend my rate lock and every time they extend, it ends up costing me more money. I had an appraisal waiver but now I have to pay for an appraisal because they are charging me more (and more) and it increased my Loan-to-Value higher than 70%. If they just would have worked in a timely manner I could have refinanced with no issues. If I don't close this week I am taking my business else where!