Mr.Cooper - Lake Forest, California

Jeffrey E.

Negative stars is appropriate but not an option.

Our mortgage was transferred to Mr Cooper about ten months ago. Our only problems are with escrow issues and in 10 months we’ve had two big ones.
1. Escrow paid our home insurance in September late and we received a cancellation letter. Was paid about a week late but not after lots of time wasted on phone calls and high anxiety.
2. We closed our escrow account on November 7 to avoid future issues and received a letter from Cooper that our $5400 balance would be refunded by mail in 5 to 7 days. Well it’s December 5, my property taxes are due tomorrow, and no check. I’ve used both online chat and phone to talk to multiple representatives and nobody at this company knows anything. I’ve been lied to three times in the process. Next steps Consumer Protection Bureau and California attorney general.

Malcolm A.

This company is impossible to get any kind of customer support. My mortgage was unfortunately transferred to this company. Half the phone numbers on their website don’t work and when you do contact them the robotic answering service is an endless loop. A bot will reply to reviews (like this one) and leave an incorrect phone number.

Sharon F. J.

I am so very happy to be a valued client of Mr. Cooper. Their services are truly outstanding, courteous, and very professional. What a wonderful, blessed team! Thank you so very much Mr. Cooper for caring about me, and for helping me to get my dream home. I absolutely love it!

Gonzalo B.

If I could give my experience with this mortgage lender a negative star, I would. Unfortunately, I am forced to begrudgingly give them one star in order to write what I need to write.

I tried in vain to reach a human representative via phone for over an hour. Apparently one needs to work at Mr Cooper to have access to a human.

Nonetheless, I didn't choose to become a client of Mr Cooper. And for the most part, the technology takes care of you. But when it doesn't, or you are just simply trying to straighten something out that's not in the decision tree of the phone/software system, it's futile.

Further, the matter revolved around a time-sensitive issue where Mr Cooper threatened to charge us for redundant coverage. That their system wasn't updated was no fault of ours. The letters were ominous and threatening. Yet there was NO ONE who could be reached to straighten out the matter.

If you have a choice, don't use Mr. Cooper. They've spent countless resources and effort making sure they don't need to hire representatives. But they can't account for inconsistencies in their own technology and leave that anxiety and troubleshooting to you.

Brenda O.

I honestly don't understand how inexperienced all their employees are. The fact that every time I call, it takes about 15 minutes to get a hold of an actual person if the automatic personnel doesn't hang up on you. Then, when I speak to someone, everyone has a different answer for me in regards to my escrow. The last person I spoke (Anna) was rude and was trying to pressure me into making a decision. Honestly, whatever you do, please don't use this company they are a waste of time and have no idea what they are doing and will make your mortgage payment short for you to fall through for the following year. BIG SCAM!

Ace B.

This is the absolute worst company!!! It is impossible to speak to a live agent! You’re making money off of me, the least you can do is provide adequate customer service. Ridiculous!

Paul C.

I'd love to give less than zero stars!! What a horrible experience trying to reach a live agent. Save the hassle and go with a better lender!! Unbelievably horrible experience trying to contact them to make a payoff!!!! They won't talk to their customers! Will be filing a grievance with the state attorney General of Michigan!!!

Beth N.

This was a fantastic customer-centric experience. I appreciate the care that went into the servicing of my loan. The responsiveness, the sense of urgency, and patience with my questions was unbeatable. The time it took to close was 2-1/2 weeks sooner than I expected, Jesse & Kortney are a power team that went above and beyond to make my business with them feel valued.