Mr. Cooper Cypress Waters Blvd, Coppell

Mr. Cooper purchased my home loan from my previous provider. I cannot get account access online to pay my bill. I have been told they would call me twice and never did. I sit on hold for hours when I call and they bounce me around between departments. I am going into month 2 without being able to pay my mortgage and cannot get answers. Mr. Cooper is a swindler company with horrible customer service. I highly recommend that you run far, far away from anything having to do with Mr. Cooper. A BBB complaint has been filed. And the hold music is absolutely obnoxious, by the way. Not something I enjoy listening to while I toil away aimlessly waiting for long periods on hold. 03/01/2022 UPDATE: This company continues to fail. Since January, I have only received the Statement for payment due 01/01/2022. I have not received any statement after that. After 20 calendar days of calling them repeatedly, I was able to get online access. Now, I have repeatedly called them trying to get my monthly statements made available to me for payments due 02/01/2022 and 03/01/2022. They can't figure out why the statements are not available to me electronically through my account access and claim they have sent me paper copies, but I have not seen paper copies. They did at one time email me something after requesting it, but they only sent me my payment history, which I can access on the website. I NEED MY MONTHLY STATEMENTS! Your support staff is either coached to do this to your customers or are completely inept and need extensive training or to be fired! Either case does not make your company look any better.

My husband and I had our mortgage bought by them in 2021 and originally I was pleased. Now, I am so upset! They stole from me and the time it is taking for them to replace the funds is far too long. I have made phone call after phone call about this. I submitted back in September after they acquired the loan that we do not pay property tax and submitted the necessary forms. They sent out a payment at the end of December to my county tax office and I immediately called. They told me they put in a request for a refund… that doesn’t even make sense but I was patient. They then ran an escrow analysis and if not paid in full by March my payment will increase by $250 to cover the negative balance!!!! My refund is still not in my account and the original, this will be handled date, has LONG passed. This is theft! This company took money that wasn’t there’s to take to pay something that didn’t need paying and now I am being penalized. Absolutely horrible experience thus far.

I do not recommend Mr Cooper. My loan service was transferred here. Setup was fine, no issues with my autopay. But getting them to do anything outside of that is a nightmare. Made a principal payment, they applied it wrong. Working on removing my PMI I emailed then 4 times over the course of 2 months to have anyone talk to me. When they did, they gave me completely wrong information and we had to start the whole process over. That's 4 extra months of PMI I won't get back. When I've asked for assistance on finding something on the website, once again I've gotten completely wrong information. You essentially need to have another loan expert at your fingertips to help you figure out what is right/wrong when you talk to them. What a hassle. Why do I have a better understanding of loans than my mortgage company?

Unlike many of the other reviewers, I'm actually giving a good rating for this company. It sounds like a lot of the people have had bad experiences. My good experiences do not cancel out theirs but allow me to tell me experience. I typically review things like restaurants I really liked or hated, but a mortgage company is a first. At first when I was transferred to Mr. Cooper 4 years ago, I was skeptical. You should be too! I mean, who names a company "Mr. Cooper". I learned what "d/b/a" means. Whatever the reason, it's catchy and easy to remember. I've had positive or neutral experiences with Mr. Cooper. They are a very techy company. They always pick up the phone, although their wait times can be long sometimes. Live chat is also available, which a lot of people don't use. I was able to remove my PMI in a timely manner. They were able to switch payments with no issues when I switched my home insurance to another providers. I've called many times and they've always helped me get the answer I needed. They are friendly southern people. I'm from Michigan. Sometimes my escrow went up. I called, they clarified. It's just math, people. Yes, they probably make some money off the interest while it sits in your escrow, but it's convenient, they take responsibility for paying the taxes, and it's compensation for you being a liability. You can always get rid of escrow later if you meet the requirements. I sold my previous house, bought a new one and moved. Who else would my loan be transferred to Mr. Cooper. I'm strangely pleased. I made a larger down payment on the new home, so I was able to get rid of escrow. I've had no problems with autopay. Now that I'm more familiar with how a mortgage company works, I don't anticipate I'll have as many questions.

Mr. Cooper now owns our Mortgage. This was our first experience with them. We received a letter asking us to call, M-Th 8am-8pm. We called 3 times, 5:10, 5:23, 5:37, at 3 different numbers and after the 7 minutes validating our account pushed "2" to be placed in cue, only to receive a voice recording that customer service was closed. It was not a Monday holiday, and according to the letter and their home page, they were supposed to be open. We need to set up payments!! Bad first impression.

So far I’m not impressed with this company. My mortgage was bought out March 1st, I mailed a check to them February 24th, I couldn’t access my account until the 8th today. I called the 4th to make sure they received my payment, they couldn’t see a payment and blamed it on the cross over of mortgage companies. I called today on the 8th and they blamed the usps. I canceled my check and paid online today, 5 hours later I get an email that they received and posted my check on the 28th, yet the 2 other representatives didn’t see them. 🤔 they took my 2nd payment and applied to principle. I had even emailed them and faxed them this morning to make sure they knew I canceled the check And resent a online payment. 🤷🏻‍♀️ They were also sent fraudulent info from my old mortgage company saying I was negative on my escrow ( after an hour long phone to old mortgage company, they found they inputted my taxes incorrectly and in fact I’m not in the negative by $1200 (yet mr cooper is now raising my payment to make up for the escrow I now don’t owe). I’m about to drive to Dallas and sit face to face with someone

Let it be known that this company is the worst mortgage company I've ever had. They forced me to make 2 full payments so my mortgage would be paid 2 months in advance just so I could set up biweekly payments and they will start drawing the biweekly payments in 2 days. This was all forced on me by the sale of my mortgage to this terrible company. Also I could do none of this online it had to be sent via fax. What a joke of a company.

5 months dealing with them and they have yet to figure out my estimated taxes correctly after calling 2 times each month. Yet they are clear there will be a fine if I don't pay. At this point so much of time has gone into this Mr. Copper owes me money for my time. I have called MR COOPER AND NOTHING BUT PROBLEMS AFTER GETTING SITUATION FIXED AT MONTH 5 HERE I AM again in the same situation. Worst company ever. I will keep up dating my review because at this point the company is harrassing me. I have never been late a payment yet every month I am billed wrong. Ok update in the 7th month finally the person that gave me their contact info and helped me the previous month was able to help me again. Jeanett Wohlert has been great helping me. I really appreciate that she anticipated a possible problem and gave me her contact information. She has been the only person since my loan was bought by Mr. Cooper to help me. This woman deserves a big raise and I would like to publicly say thank you. Mr. Cooper she is your star in your business. Thanks again hopefully this issue is finally completely resolved.

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.

I only wish I could give this company a lower score than 1. They accidentally shut off our auto-payment. Unfortunately we did not notice because there was plenty of money in the account. They contacted us 60 days later to tell us we were behind. After an investigation, they admitted it was their mistake. They promised to fix it on our now tarnished credit report. Four phone calls later, all with promises, and they have done nothing to help us. Terrible company and a bunch of liars!

Absolute scummy scam artists! First, I didn't choose these people; they bought my mortgage. Now, 1 yr in, I get a notice that if they don't get $2900 for an EXTRA 2 months SURPLUS of escrow (meaning more than they need) in less than 30 days (yup, before Thanksgiving and Christmas) they're going to up my mortgage payment by almost $300/m. Scumbags. 11.11.21 Update. They reached out with their generic "contact us so we can discuss your situation"; so I did and surprise, surprise, surprise there has been NO RESPONSE. Stay away from these scumbags at all cost!!!

If it would allow zero stars it would better describe the customer service of MR. Cooper. Their team absolutely does not care about its customers at all. All they care about is their checks coming in. I have been waiting two months for my escrow check to be delivered to me and all they can tell me is I'm so sorry. The mail is running very slow. You are at the mercy of the mailing system. If you have an option to obtain MR. Coopers service. RUN!!! They are absolute scam artists.

Mr Cooper was great to work with. Shawn Kent was our contact and Alicia Espino assisted with the underwriting. They were both great with communication and follow up. Our refinance was easy to do and saved us hundreds a month! I highly recommend!

The most horrendous mortgage company out there. Run far away and DO NOT USE THEM.. One star is to much for them. My mortgage was bought by Mr. Cooper and it has been nothing but an ABSOLUTE NIGHTMARE, since. March 1st, 2021, my mortgage was changing over to Mr. Cooper. My payment was not debited out on March 1st, like it normally would be. I make sure my bills are paid on time.. When I called them they told me it may take a few days for it to show but to check back on March 6th and it should be fine. March 6th came, the payment was still not debited from my account, and they told me to check back March 10th, that it should be ready and I should have full account access to look at everything. The individual I spoke to on March 6th also told me that when I have full account access I will need to set up auto pay because it will not transfer over from my old company. I was able to get in on March 9th to set up auto pay but it would not take effect according to their system until April 1st and a payment had to be made manually for the March 1st payment. I made the payment as requested. When I checked my bank account on March 10th there were 2 mortgage payments taken out of my bank account, instead of one. After several phone calls and many days of back and forth, finally on March 19th they refunded me one payment. In their system it looked as if they refunded me both payments which was inaccurate. Now it showed I owed the March payment when I didn't. They applied both of my payments, one to mortgage and one to principal. When they refunded me one payment, it was the mortgage payment and still had the other applied to principle. Seems like a simple fix..IT WASN'T. Again after several phone calls every day since March 1st we are now on day 46 and nothing is fixed. I've spoken to So many people at this company, I've lost count and they still have not rectified the payments. I even had conference calls with reps from Mr. Cooper and TD bank who confirmed I only received one payment back not two. I sent actual bank statements showing I only received one payment back. Everyone I talk to on the "escalations team", they will be my point of contact and I won't have to deal with anyone else. We'll I'm on my 3rd escalations person and I have asked for someone above that and they can't get a supervisor on the phone. As of right now, it looks like I owe 2 months when I don't owe them a dime. They also took out the wrong amount for April, even though I have auto pay. I have also told them this better not affect my credit. They keep telling me no, it won't. Since this was a transfer from one company to another, they know glitches can happen so they give everyone 60 days to get everything in order.. Did I mention it's DAY 46 OF THIS NONSENSE. This seems to be the norm for this company since all the reviews I've read, are all about this and so much more.

My loan was sold to them from a pervious loan servicer. When it was sold to them, they pulled my credit without my permission. Also, they paid my property taxes twice and I had to wait about 4 months for them to post the reimbursement on my account. That whole time the online portal didn't allow me to make additional principal payments. I've probably called the them over 15 times in the last 3 months. I shouldn't have to call my loan servicer at all to check on my account for mistakes that they have made etc. I should have peace of mind that they are handling their business. Their reps are nice but I wouldn't say they are very knowledgeable.

This company is very dishonest and treat the customer of color very unlawful. Please stay away from them to refinance. The fees are too high and their loan officers are not helpful in any way.

They steal my money, I put money in escrow account, they didn't pay the property tax. My property be put on tax sale list.

I called in back in August to try and take my ex husband off my loan and I was told the easiest and quickest way would be to refinance my loan into only my name. I took their advice and started the process that same day, it is over 4 months later and still not refinanced. I was told that closing would be in October, which seemed like a long time to me but I figured it was just due to Covid and still decided to move forward. October came and every week it seemed to get pushed back for one reason or another. Sometimes I would not get responses from anyone for days, even after reaching out to a supervisor by phone and email, no call back. They pushed me to my limit after I gave them multiple chances to get the refinance done. It's now January, and they have asked me to hold off another week, well I told them to cancel everything, I will find another company to refinance my loan as they don't seem to need or want my business. This company is horrible, I only ended up with them because they took over my loan from the initial company I signed with. I can't wait to just be done with this company and not have to deal with them anymore. I would never recommend anyone to use Mr. Cooper!

My mortgage sold to Mr. Cooper in April 2017 and just learned 30 days ago that my mortgage payment has not been turned into any of the credit reporting agencies this entire time! Never missed a payment. Was told it would be resolved and it hasn't been. Now I call back in today and the, "escalation department", says it will be turned in at the end of March! Great service, not! Asked for a written verification of mortgage 30 days ago to make sure they are going to report it correctly and got nothing! Stay away or refinance away from them, total joke.

They withdrew 3 payments from my bank account without my permission. Money didn’t go back in till a few days later. 5k they casually took out of my account. After it they had 0 accountability. Tried blaming the banks

Mortgage transferred to this joke and lo and behold am given incorrect info. Poor communication. 2 hours so far playing yo-yo with some CSRs. Junk. Take your biz elsewhere if seeking a mortgage or refi because clearly they can't even handle the basic servicing

They steal my money, I put money in escrow account, they didn't pay the property tax. My property be put on tax sale list.

THIS COMPANY IS HORRIBLE!!! I have spent 5 months trying to get a release of lien on a home my dad owned that I was trying to sell. They gave me the run around saying they would send me the release. I would have to call back and talk to a different person every time because no one would provide me a direct extension or the extension would go to voicemail with no response. A customer provided me an email address promising they would respond to my request and I got nothing. I have lost 2 buyers for the property because they kept giving me the run around. I ended up having to get an attorney to get they to release the lien so I could sell the property to close out my dad’s estate.

They were good until i refinanced and they owed me a refund they refuse to send. They just tell me the check is in the mail for months. Tell me how you can get a check to me in months but can but i got a statement every month on time after waiting 3 months being patient I asked to speak to manger after wait 45 mins i got transferred to someone claiming to be a manager found they were just playing call center games pretending and still no resolution is this a SCAM company don know who ask for help so I will just keep posting this everywhere I can.

New name. Same terrible company. There is a customer service department, but it never does anything. They always agree that the rate is incorrect and say they will "have the issue reviewed". Two years and 30 phone calls later, the interest rate is still incorrect. Too bad you have to get an attorney to get things fixed. Thought I would give an update since a lot has happened in the past few months. Someone at the company reached out because of my review and my loan finally got reworked. But wait! they used the wrong interest rate which was 3 points higher than it should have been for the past five years. After a couple more iterations, they finally sent me a letter acknowledging the error and said that the loan would be reworked to reflect the correct rate. Nice! Right? But alas it was too good to be true. They reversed all my payments for the past five years and left the account that way without reapplying the funds. So now their loss mitigation department is calling me and sending registered mail because my loan is now in default and headed for foreclosure. I have never missed a payment. I could honestly just scream.

I was happy when Nationstar Mortgage contacted me to refinance my home for a much better rate. Although the process took a little time and paperwork, it was a fairly easy process. Thanks to Jason Myles and Long Tran for helping me through the process. They were always quick to respond to my questions and were easy to reach. Thanks!!

Do NOT use this mortgage company. My mortgage was transferred here in September of 2016. First, I received a sales call about refinancing. Apparently I clicked on something in an email that triggered their call. The salesman was extremely rude to me and wound up hanging up on me. Then in February I was told that I missed my September payment and they were calling to collect. I have never missed a payment. I sent them my bank records showing that I made it. They 'researched' it, and came back to tell me that they were correct. I looked through the transaction history at what they 'researched' to see that they applied February's payment incorrectly (as a principal only payment). I called them to point this out to them to get them to fix their error. They agreed that it was their error, and they would fix it. This was after about 4 hours total on the phone, a lot of stress, and a lot of missed sleep. I just received a call today, April 11, that I was behind again because I only made a partial payment. I looked at my bank records, and I show that I made a full payment. So, here we go again... Now I will be spending more time on the phone, missing more work and sleep, talking to their condescending 'research' department. STAY AWAY from them. Worst company I have EVER dealt with! I am considering paying to refinance just to get away from them, because I am sure they will mes up my account again.

I had many inserts in my mortgage statements regarding refinancing. I ignored these until one day I had a call from Robert Joiner from Nationstar who told me he would like to help me refinance. I told him I was 2 years behind in filing my income taxes. He said not a problem if I could verify my income otherwise. I had our W2's and started the loan process. I explained again to Eric Gonzalez, a closing coordinator, that I could not produce the previous 2 years of tax returns. He didn't seem to worry about it and so we proceeded. I spent a lot of time gathering all the documents Eric needed for the loan approval. I inconvenienced my tenants (property is a duplex) for the appraisal. I was quickly emailed the appraisal from the appraisal and the property was appraised over the value we needed. I thought we were moving forward but nothing happened. No more communication from anyone. I called Eric to see what was happening and he told me the loan was not approved because I didn't have my tax returns. I reminded him that from the beginning I told him that I didn't have them. He apologized for not contacting me and said I should speak to Robert Joiner because he might know of a loan program that he was not aware of, that didn't need the tax returns . I left a message for Robert but didn't hear back. I waited a week or so then called back and Robert happened to answer the phone. I asked him to explain why he thought I could refinance my loan without tax returns and did he have a program that would allow that. He said he would have to get back to me. That was about a month ago……Needless to say I am not happy with the big waste of time and getting my hopes up for nothing. I don't know why anyone from Nationstar would want to proceed when I told them my predicament. I am almost finished preparing my income tax returns so I will be attempting to refinance once again but I know better than to trust Nationstar! It's too bad because I thought the whole process would be simpler dealing with the lender who currently has the loan on my duplex. I was sadly mistaken.

Excellent customer service!!! I spoke with customer service at least 3 times and each time was a pleasant experience. My loan was sold to Nationstar Mortgage and the transition was not pleasant, it was a mess. I ended up 2 months behind on payments. I called customer service today feeling frustrated and stressed. I spoke to Elijah and was expecting to be transferred to a supervisor, but instead Elijah was professional and determined to help me. He listened patiently to my circumstances. In the end he helped me get caught up on payments, and even emailed me a copy of my new loan agreement. He went above and beyond and I am very appreciative.

I had received an email from Nationstar about the interest rates being reduced and thought I would give them a call and see if it would be beneficial to us. I was surprised how much we will save and how easy the process was. With the help of Christine Crenshaw and Marian Perry the process was fast and easy. We received a lower interest rate and will save a ton of money. I would recommend Nationstar Mortgage for your needs if you are looking for fast and easy and easy to work with people.

Our mortgage was transferred to Mr. Cooper. So far so good after a few initial hiccups.

Some of the best customer service I have ever experienced. If I had a question and called/emailed Shannon or Brandy they contacted me in record time. They were both great to deal with and helped make my refinance so easy. I have already been recommending Nationstar Mortgage to friends and family. Thanks so much!!!

I was interested in refinancing my home mortgage but because I am retired now and on a fixed income, I did not think I would qualify. I had ignored the previous e mails and letters from Nationstar but one day I answered the call by mistake. To my surprise they informed me that because of my excellent payment history I qualified for a stream line refi. This loan resulted in a lower interest rate, a fixed rate, a $430 reduction in my monthly loan payments and my equity in my home was not affected. In less than 30 days the process was completed. I have told several family and friends about (MY) Nationstar. Thank you Kim Tran and Sara Fitzpatrick for your work. God Bless you.

Worst Mortgage Processor Ever! Mr Cooper purchased my recent home refi and it's been nothing but a headache. I've talked live on the phone and via email with 3 different escalation specialists about a missing payment with no resolution. This problem has been going on since the transfer 3 months ago. My loan is set up on autopay, but for some reason each month on the transaction history, they show 6 line entries. A payment, extra principal, reversal of payment and reversal of extra principal, then a payment and extra principal. Somehow my current balance today (March) is higher than is was 2 months ago...meaning my Feb payment was reversed out twice. I've spent hours on the phone trying to get answers, but no one can help. Absolute disaster.

If I could rate Mr. Cooper zero I would. I am a present customer who have reached out nine times to speak upon forbearance ending and to pay escrow missed during Pandemic in order to assume orginial monthly payment. One constant. Regardless of area in this mortgage company Representatives lack Knowledge regarding Morgage processes and Policies. I have never received the same information twice. Presently awaiting Management to call to discuss. I wonder If Management is Knowledgeable or someone who has completed a one week training course.

Amazing service from this company. I would definitely rate them a 10+. Ronnie Friedman is one amazing person you all have working there. She took care of everything for me. I had some problems with my title and she was all over this. At one point, my file was closed and I had another mortgage company to my service. Ronnie came back from her vacation and called me right away to reopen my file. Her commitment to Nationstar Mortgage made my deal executed perfectly. Not forgetting Karla and Roxanna. They all helped out so much. Thank you, Nationstar.

It was great experience in refinancing my existing mortgage at a lower interest rate. I loved the digital docs. that made my signing easier from home anytime. The process was exceptional and commendable. Everyone I encountered during the whole process was efficient and professional. It was quick and interesting. I give you five stars.

Our experience with Nationstar Mortgage was first class! Every time we had a question - no matter how small - our agent would quickly get back to us. He was was extremely friendly and made me feel like I actually mattered instead of being "just another case number." I highly recommend Nationstar for all mortgage needs!!

We were trying to refinance our house and we started a process with another "mickey mouse" company in January 2015. Our friend who is the owner of this broker told us that because of all our debts they could find only one company to give us the loan. And for our despair they started being so picky that they were asking for documents every freaking month. The beginning of July our friend called us to go to her office (almost 30 miles away) and told us that we would sign that loan on the following week and that we needed to cancel ALL our credit cards because our debt ratio was TOO HIGH. Then we talked with other friends and they told us that they NEVER heard about it before in their lives. So they advised us to look for that company (PMAC) on the internet to check their reviews. Thank God I did that! The reviews were the worst. So we cancelled all the process after paying for subordination fees, appraisal and credit reports. And we decided to do the refinance with Nationstar Mortgage which is our lender for years. The process was so smooth and in just one month everything was done. I could upload all the documents that they needed in a encrypted website and the guys who took care of the process (Adam Key and Jack Mullins) are great. Thank you for everything!!

Not one employee that I have spoken to in over a year understands their job. Imagine your mortgage company not paying your insurance on time causing your insurance to go past due. Imagine multiple reps from your mortgage company telling you the got a bill for the insurance, and that's what they paid but the bill their reading is last years bill. And they lie about documents they claim they received from the county. If you have the option, a class of 4th graders would be a better option for you to have your mortgage managed. Do not do business with this company.

I had an ARM that was due to begin adjusting this year which was recently assigned to Nationstar for servicing. With the low interest rates, I probably would have been fine, but still wanted to refinance into a fixed rate. Due to family circumstances, I'm not making much money right now. I saw a notice on the Nationstar website about refi's for homeowners in distress, and filled out the form without expecting much. I received a phone call almost immediately from Charles Lee, who explained the program in question and emailed me the initial paperwork to start the process. As we moved forward, he turned me over to Caroline Collins for loan processing, and within six weeks, I had successfully refinanced my loan at a lower interest rate and substantially lower payment. Charles and Caroline were courteous, efficient and knowledgeable. They answered my questions promptly and in detail. Can't say enough good things about them personally, and about the entire process. Thank you, Nationstar, and thank you, Charles and Caroline.

*Would give 0 stars if I could* Started refi process in Jan, took so long for them to process it, that they had to request another credit pull and refused to honor the original numbers - credit score had dipped due to pandemic related financial constraints. The person I worked with was not responsive, despite several messages/emails inquiring about the rate lock expiration. Ultimately withdrew my refi application. Lesson learned, will be taking my business to one of the several credit unions that thoughtfully checked in on me, after opting for mr cooper over them. Lastly, I do not need further assistance from your social media team - the initial team had the opportunity to make it right - so please spare me the canned (disingenuous) response.

I was saddened when First Tennessee Home Loans transferred my mortgage to Nationstar, each time I contacted them I received crappy service. Either my concerns were not handled to my satisfaction or they were completely ignored. I finally decided to refinance, I dreaded making the phone call due to past experiences. I'm still in total disbelief concerning the wonderfully empathetic, friendly personality I was blessed to encounter in my Loan Officer June C. King. I had never been treated so well by anyone representing Nationstar. In our first conversation, she demonstrated her knowledge, professionalism, and her ability to give me the best service and interest rate attainable. During the course of our dealings, she gave me a secure feeling of trust, I felt very confident that she had my best interest at heart. Before this refinance experience, I would have never mentioned Nationstar to anyone, but because of the warm genuine personality of a true "people's person", I will very highly recommend Nationstar. Thanks Ms. King, kudos to you, job very well done. I will never forget you for the care and concern you gave to just another voice.

My mortgage was sold to Nationstar on November 1st, and I was unaware that it had been sold. I was out of town, and when I returned I realized that my previous mortgage company did not cash my check for October, and that my mortgage had been sold. I immediately called Nationstar on November 10th and spoke to a wonderful representative who was able to take my payment over the phone. She assured me that there would be no negative impact on my credit and gave me all of the information about my new loan. She was a pleasure to work with and made the transition to Nationstar so easy. Thank you!

My mortgage process with Nationstar was not what I expected. I thought it would have been lengthy, way too many telephone calls and conversations. The entire process was less than 3 weeks with a knowledgeable and experienced staff. They were efficient and made the experience a wonderful memory with a mortgage from application to closing. Kudos to Nationstar

Most mortgage companies, I think, remain pretty invisible in the 'day to day' of home ownership. And Mr. Cooper, formerly Nationstar, was too... That is until they sold my loan to another mortgage company. They sent me my usual statement, which sat on the counter until the following payday, when I wrote the check and put the payment in the post... around the 22nd of the month. A day or two later, I received a letter from them informing me that my loan had been sold and that my December payment would need to be sent to Wells Fargo. Well, since the payment had already been sent there wasn't much I could do... so I called. I was informed that they would either forward the check to Wells Fargo, or return it to me. Why they couldn't tell me which course of action they would take was never made clear, in spite of my questioning them on that matter. Nor could they adequately explain why, if the loan was being sold, did they send me a statement for December's payment! So now, I'm waiting for this check to clear... having to make sure that I reserve the funds in my checking account on the off chance that instead of sending the check to me, Mr. Cooper has sent it to Wells Fargo. Which means I could be waiting weeks... months... for this check to clear. If my mortgage company is going to be less than invisible in the 'day to day' of home ownership, I'd prefer that they not make my life more difficult in the process. Lastly, Mr. Cooper's Yelp reviews are very different from what I'm reading here on Google. If you're considering using them as your mortgage company you would do well to read what customers on Yelp have to say.

I used to have good experiences with mr cooper. Now not so much. We have been waiting months for our account to update with our new terms. Every time I call I’m told they will handle it and nobody ever does!! I submitted the paperwork twice and even during this time frame still made monthly payments! Today I get a letter about default!! Nobody had bothered to replace our previous loan with the new loan so it looks like we’re late when we’re not!! We have paid every month!! This has gotten way beyond ridiculous!! I could scream

Nationstar recently purchased my mortgage from another vendor and mailed all of the legally required notices and details required. They specifically stated in their notices that all automatic payments would continue without interruption. HOWEVER, the did not disclose that for homeowners like myself payments made on a bi-monthly basis would discontinue and would be required to pay a third party a $260 enrollment fee to continue this form of payment. When I called to inquire to 2 different numbers I was transferred overseas to a representative that could not assist me then had to wait an additional 20+ minutes before someone could "assist" me without resolve. Very disappointed. I am currently building a new home and will ensure that this company gets no additional profits from my mortgages.

Was given a modification loan with stipulations of a trial period plan. Paid my mortgage on the first as I have for the past 8 years. They withheld my payment and now have cancelled the trial period due to late payments. This company is a farce. No way to contact corporate, only can reach incompetent customer service representative. I would advise if you have a loan with Nation star, try to have re-financed with another mortgage company. How can a company not have a compliance department for issues, without anyway to reach them other than email, which is never answered. Pray to God for deliverance.

fix your partial payment system I am sick of calling every month, literally have called 30 out of 30 months I have had my house. do not send them a message on the website they will not respond and every month I am told the "fix the issue" but they have not yet. Oh and its nice if i do not call them, they charge me extra late fees even though i have already made payments.

Nation Star mortgage bought our mortgage from another company about a year ago. We have had the worst customer service experiences with this company. The first problem we had was that we never received statements once the mortgage was switched to them. After numerous phone calls they couldn't help me without my loan number but then they also couldn't provide me with the loan number because they said that the loan wasn't associated with either mine or my husband's social security number. They wouldn't accept payments over the phone without my account number, etc. I spent many hours on the phone and emailing this company without any resolution. They kept saying that they were sending my statements via email (even after I asked them 3 times to mail them). I told them I wasn't receiving the statements and verified that they had the correct email. They weren't in my spam box, nothing. After receiving statements in the mail (which took about 3 months to get set up) they randomly stop sending the statements. When I call, they tell me that I must have requested to receive them via email (which I don't get) and I tell them that I would never request that. And their website does not recognize my or my husband's ss# or loan number. This company is the worst and I am so glad that we're selling our house and won't have to deal with this terrible company again.

My Mortgage was sold to Nationstar by BOFA about 2 years back, and right off the bat, there were various issues including endless spam calls (sometimes 3 times a day), getting access to my online account, even figuring out where to send the check! Their letters rudely reminded that they are a debt collector than a lender! It looked like a small company that had bitten way more than they could chew. My rating for them was a 0 star. However, since then, I noticed progressive and steady improvements. Their website became easier to use, online information and format became pretty impressive and customer service became polished, They even became my first vendor to have the 2014 Tax forms available online! They were up to 3 stars. Then they offered a Refi on my loan. I was very skeptical but the caller, Mortgage agent Brian Williams from Greenlight Loans (now a Nationstar subsidiary) was very patient, extremely articulate, seemed to know his stuff really well and was and convincing. I am glad I agreed to go with them. Even though everything was on the phone and emails, the experience was absolutely smooth and seamless. Unlike other lenders, they did not even make me pay the appraisal fees upfront. Even the notary who came to sign the final papers was really sweet - so obviously the companies they are working with are also better. Now they were up to 4 stars. The most outstanding part remained the mortgage agent, Brian. Even after his part was done and the loan had funded, he immediately responded to my email at 7pm and spent 45 minutes helping me overcome some doubts I had on the HUD. I usually see the service drop off right after someone has earned their commission. This act removed all doubts and now Nationstar became a 5 star in my mind! Nationstar requested me to share my positive experience online, but I waited till everything was completely cleared. And no, they did not give me any incentive or pay me to write this :-) I am a real customer who feels that this company has gone from the worst, to one of the best in 2 years. And if they have more people like Brian, they are definitely 5 star.

My loan was just transferred to Nationstar from another mortgage company. I was dreading the process of updating my information and setting up automated payments. I found the website to be extremely user-friendly and I was able to take care of all my business online in a short amount of time! Awesome!

My mortgage was sold to this company a year or so back and all seemed ok, it’s just a mortgage payment. Then this lady called me about refinancing which I was actually in the market for. Man was she a pushy rude lady. Literally was giving me attitude over the phone because I told her I was gonna shop around like any normal consumer. She could have offered me a zero interest rate and I still would have declined because if a rep like this. By far the worst service I have ever received. So glad to have refinanced with a different company that actually has some manners and respect for the people doing business with them. I will absolutely NEVER do business with this company again

Marisa Moore & Shawn Wyns were great in helping me refinance my loan. Shawn explained all of my options in a very clear manner and helped way the pros and cons of each one to help me make the best decision. He was very responsive to emails and calls with all of the questions I had. Once I made my decision, Marisa took over and helped facilitate the paperwork, making sure every thing was in order. They were great to work with and made my refinance very easy.

If I could give a -0, I would. I have called this company, I do'n know how may times since last year regarding my taxes and home insurance ( escrow acct) they paid taxes late with penalties, they paid the wrong amount to the insurance company, and due to these the mortgage payment have increased. I have made several payment to the escrow acct. however, the money was allocated wrong. I made my June payment, and they said that it does not show. Every time I call I get the same response that they are going to fix the problem, however, I'm still waiting. Does any body have the number or e-mail of Mr. Jay Bray, President and CEO or Mr. Phillip Montes, Ramesh Lakshminarayanan and Ms. Brandy Mikulenka they are Customer Relations and Customer Experience, I wonder if they know how the Customer Service Dept are handling all of these complains.

David Hamilton – Mortgage Professional, and Valencia Dennis – Closing Coordinator, made our refinancing process with Nationstar Mortgage easy. They were both very responsive, helpful, thorough, flexible, and friendly. And I felt that they were always honest and transparent with us. I highly recommend Nationstar Mortgage!

We just completed the refinance of our home with Nationstar mortgage and couldn't be happier. Our loan coordinators, Mike Paknejad and Lekeshia Grant, were excellent. we were kept informed along the way and had our questions answered very promptly. We feel like we made the right choice and highly recommend them to anyone looking to refinance their home.

Got stuck with them also when BofA sold my mortgage. Then (stupidly), I tried to refinance with them, locked in a great rate. But the loan officer failed to answer my emails, phone messages or send me notice of paperwork that needed completed. Of course, after that rates went up. I spoke with the manager and all I got afterwards from the loan officer was the already-too-late paperwork without an apology or anything. Unfortunately, the system is set up where banks can pass us off like cattle. And Nationstar has no need for good customer or quality of service because we are forced to deal with them whether we want to or not, and they get all out mortgage interest regardless.

I have been trying to receive a payoff balance for a loan. Between my loan officer and myself I have contacted them more than six times and 12hours. This loan is in my deceased grandmother’s name. I am the executor of the estate and have filed the paperwork with Nation Star the first time on August 2012 Since then I have had to provide this paper on three other occasions. In April 2013, I started a refinance process with another loan company. As of July 15, 2013 my new loan has been ready to go all I needed was a payoff about. I and my loan officer have been trying to receive that document for over two weeks. I have been told by customer service that I will receive it within 24 to 48hrs on three separate occasions and so has my loan officer. I’m at the point now that I may lose my fixed rate for my new loan which will cause my loan payment and interest payment to increase ~1/2%. This may not seem like a lot to you but it is to me. Not only has this been a trying time in my family with the loss of my grandmother but it has been made more frustrating dealing with this company. At one point, while my loan officer was on the phone with a CSR she was told that it doesn’t matter where the money comes from as long as they keep on getting it. To me this sounds like they are giving me the run around in order not to lose my business. Also after the last payoff inquires, I was contacted by one of their loan officers to ask why I didn’t refinance with them. Please help. I need to get a payoff so I can sign my loan documents. Sincerely, Lonna Kinney

Nationstar has made the loan refinance process easy and as painless as possible. We worked with great people along the way, especially Jack Mullins. Jack was fantastic and certainly understand communication. He stayed in constant contact, was available to answer any questions we had, and was prompt in returning calls and emails. Also, he excelled at educating us along the way, so we completely understood each part of the process, and felt informed on the decisions we made. Thanks, Jack and Nationstar!

It's the 6th of the month and the harassment calls have begun!! The checks in the mail. Be patient. Not calling clients telling them up front that you are gonna keep calling!! Really?!?!? Don't threaten us, it's bad for business!! We will NOT be refinancing through you all for sure!! Very unprofessional!! People beware! We also have had other issues that I had to go out of my way to fix!! Do yourself a BIG favor and find a different lender folks! I know we will be finding a different one.

Worked mostly with Jordan Feldman and some with Payal Gulati on a VA home refinance. They very professional, great to talk to, and answered all of my questions. We finished signing earlier this month. If it wasn't for your great employees, we may have gone elsewhere.

To Whom it May Concern; Your company allocated my escrow to my ex husband despite the fact that I have sent you several legal documents from NM courts including a Quitclaim deed and final divorce decree awarding the property and everything associated with the property to myself. I sent the documents several times the last being on 6/6/17. Only to finally reach someone by phone yesterday who stated the escrow was paid out on 4/13 and cashed in the Midwest on 4/26/17. I closed my loan with you on 3/31/17. I sent the Quitclaim deed prior to that date twice. I made several requests to take his name off the account as far as allowing him to make address changes etc for over a year while the property was in dispute. I had every intention of re-financing with your company originally. This has been a long process with you. Communication from your employees is minimal at best. So I started looking into different solutions. I've been jumping through "your hoops" for over a year and you still violated the NM court order by releasing the funds and mailing them to him. Telling me it's my problem now and that you're a Texas based company over the phone in an attempt to dismiss the NM Court Order does not excuse your actions. I have kept very detailed record of all communications with you. The fact is; I had to send and re-send legal documents which you blatantly ignored. You are just as guilty as my ex husband for violating the Court's Order. Just because his name was on the original loan does not mean he was the person paying the loan. I paid you. From my bank account which I sent you proof of at your request. I paid every month on time for almost 10 years. That escrow money was misappropriated by your company. Telling me you're not writing another check to fix your error is just wrong! I have every intention of being heard. I will continue to contact your company until you fix your error and make it right. Theresa Boone

If the payment is not processed by the 1st of the month the phone calls start at noon. And they continue until the payment is processed. There is a grace period indicated on the statement ignore it it should be removed. I recently had my mortgage modified and the payments were lower however they did not change it in the system so every day the was a call stated the payment was pass due. I had to call them and tell them to look in their system . I was told to hold on while they looked in the other system, then was told to have a nice day . This was every month for 8 months ....Run don't give them your money if they buy your mortgage to to refinance to get away.

So far not so great. They called us asking us to refinance. They said we would get money back at closing. Didn’t have any idea we would instead be paying closing cost until closing day/signing when the notary that came to our house asked for a check. On top of that every single document had my name wrong on it after I specifically inquired about it before closing

I was contacted by Larry Mentor of Greenlight Loans to refinance my mortgage. He has been nothing short of fabulous. Professional, Customer Focused, Folllows through on information and on promises he has made. I'm in the process of closing and am very pleased with how the company has handled the process. I'm also pleased that my interest rate is going down considerably and that I will be saving a bundle every month. This is the third time I have refinanced with Nationstar and really couldn't be any happier!

This is by far the best re-finance experience I’ve ever had with any mortgage company let alone NationStar who has a somewhat checkered past and lots of complaints. The whole process took less than 21 days from the time I called in to inquire about lower interest rates to the actual signing of the new mortgage.

Incredibly shady mortgage company. My mortgage was sent over here by Bank of America and it's been 2 months of failure. They are 0 for 2. I was double charged my mortgage on the first month, overdrew my account. So I should be good for next month right? Two payments for the first month, so I'm good right? Nope, got charged again. So that's 3 payments in 2 months. I sent multiple emails, don't expect them to reply. These emails are being sent to some sort of void where people aren't seeing them. So when I called them, they admitted to the double payment but do they take care of it? Nope. I have to send in all this paperwork from my bank for some crap reason. It's obviously a ploy to get people to not reverse the payment. I'm immediately looking at other lenders. This one sucks.

I was always kept well informed throughout the process. When I had a question, I was able to get an answer immediately. The information was always accurate, and I never had to wait for info. Each step of the process was explained to me in detail as we moved through it. All of the people I had contact with were courteous, warm and friendly, and VERY patient with me! If I ever find myself in need of a home mortgage again, Nationstar will be my first choice!

This Mortgage Company is so incompetent they don't even know how to do a refinance on a home that has a HELOC. Their own fraud department tried to say I owned my brothers houses. Then all of the sudden all of my personal information including Social Security Number was found on the Dark Web. A bit suspicious. I went through hell for 4 MONTHS only for them to do a bait and switch on me and jack up the rate to the point where it was no longer worth refinancing. And YES! I had the rate locked! I told them to cancel the application. I'm now out 600 bucks and 4 months of my time. Not to mention the tens of thousands I lost by deciding to use them. If I had used the other mortgage company It would be done and I would have an amazing rate saving tens of thousands of dollars. UPDATE: Since they sent the Standard "pretend to care" reply by Mr. Cooper Damage control. I decided it wasn't worth wasting more of my time. Since I didn't reply, They just canceled my Mr. Cooper Credit card In retaliation. How Sad! I'll be reporting all of this to the FTC. This company needs to be investigated. Completely unethical and possibly selling customers personal information.

Advice to everyone: pay attention to you account with Mr Cooper. They stop my automatic payment without telling me, and I end with a late payment record. Ridiculous but true! MR Cooper is the worst lender I ever had. They deserve negative 100 in rating. They stopped the very last automatic payment without telling me. I have never received their mailed letter about cancellation of last mortgage payment. The claimed the last payment needs to be made in a different way using wire transfer or certified check including other fees; that’s fine. But here is the problem: 1. Mr copper can’t stop the automatic payment without getting my consent and claim me for late payment. 2. I have never received your letter with payoff statement. So I end up with late payment credit records. I protested with Mr copper and they insisted they were right. Will never use them or will refinance my loan if it will ever be sold to Mr copper. They do not deserve my business. Period! Very disappointment and frustrating!

Zero stars. This is a completely untrustworthy company. I've wasted hours of my time trying to get their mistakes fixed. Property taxes not paid on time, payments constantly misapplied. You name it, they've messed it up. My mortgage was sold to them without me having an option. I would never recommend this company based on my experience.

Our mortgage payments have been on deferral since the beginning of the pandemic. During the deferral period we made numerous inquiries about what would happen to us at the end of the deferral period. We were informed by several mr Cooper reps that the company would assist us in exiting the deferral. They offered several possibilities that they said might include putting the missing payments on “the back end” of the mortgage or loan modification. After dragging their feet more than 60 days after the end of the deferral period, the company demanded ALL of the payments at once (about $37K) and says that our loan is ineligible for a modification. They withheld this info until well after the deferral ended in spite of our several telephone inquiries to them. The solutions they offered were a deed in lieu of foreclosure or a short sale- we have lots of equity so We consider these to be non solution solutions. The communication from mr Cooper rates and F- it is the worst- the customer has to ferret it out from the website. Today we received an email message from the personal email of one of the mr Cooper employees. Ordinarily, we wouldn’t even open this kind of communication from an unknown sender, lest it be a hacking p/phishing attempt. But something told us to open this one. As a customer, wouldn’t you think that if a bank is initiating a foreclosure type proceeding that it should communicate by mail? If not registered mail? We have not received one notice in the mail. We did not choose this company- they picked up our mortgage as it was sold to them without any notice or advice to/from us. Our advice would be to stay away from this company if you can, they simply do not care about the people connected to the loans they service.

terrible on every level. This company must be a mortgage chop shop based on the way they handled my mortgage transfer. My loan got transfered to them and the final payment went to my previous serve provider. Mr Cooper gave up his dreams of teaching basketball and went on to try to service my mortgage by having rude reps call telling me I'm behind on my payments. I proceeded to inform her that the previous provider is to forward payments to you within 60 days of the transition. I was then treated as if I'm some deadbeat. I've never in my life ever missed a payment on anything I knowingly was in debted to. I swear this company is likely to miss paying my property tax too. I'm going to have to watch my escrow account with a fine tooth comb.

WORST COMPANY EVER...Endless loop of Digital Operators. Didn't pay my insurance that's in escrow. Let's see if they have to pay another 73 Million in restitution like they previously were ordered due to poor financial services! BEST Part- I didn't choose this terrible company, they literally bought my mortgage and so now I'm stuck with their terrible service!

I want to personally commend Sheila in customer service for an OUTSTANDING job she did with an escrow issue I was having with Mr. Cooper, that took the escrow dept. over 4 weeks to not be able to fix. Sheila fixed it in less than 10 minutes !!! What a relief !!! THANK YOU SHEILA !!!! Weeks of stress, released !!!

I have to say that working with Mr. Cooper has been a little mixed, but they seem to be a good mortgage provider for our purposes. Our loan was sold to them without our knowledge. Setting up an online account was straightforward. I called to get a loan payoff and by the third attempt I was able to navigate the automated prompts well enough that I reached someone who could help. They were based in the US and gave me the info I wanted over the phone. All in, it took about a half hour to accomplish.

Nothing but a pain to deal with. Can't get ahold of a human for help, They wait as many days as possible to withdraw a payment so you think you've paid it and they can hit you with late fees.

They took over my home loan and cant get any info - you need an account to complain WTH? Didn't ask for this and very disappointed

2 HOURS for them to pick up the phone. Also they purchased my mortgage I did NOT voluntarily do business with them. The wait time is disgraceful.

I called in back in August to try and take my ex husband off my loan and I was told the easiest and quickest way would be to refinance my loan into only my name. I took their advice and started the process that same day, it is over 4 months later and still not refinanced. I was told that closing would be in October, which seemed like a long time to me but I figured it was just due to Covid and still decided to move forward. October came and every week it seemed to get pushed back for one reason or another. Sometimes I would not get responses from anyone for days, even after reaching out to a supervisor by phone and email, no call back. They pushed me to my limit after I gave them multiple chances to get the refinance done. It's now January, and they have asked me to hold off another week, well I told them to cancel everything, I will find another company to refinance my loan as they don't seem to need or want my business. This company is horrible, I only ended up with them because they took over my loan from the initial company I signed with. I can't wait to just be done with this company and not have to deal with them anymore. I would never recommend anyone to use Mr. Cooper!

Anytime a company provides a so called "response" to a consumer's complaint with an insincere, copy/paste, canned form letter answer like this one: "Please note your trust and your business are very important to us, and your positive experience is our first priority. We regret...blah blah blah" you KNOW they really couldn't care less about your complaint, your individual issue or YOU. Welcome to the world of "Mr. Cooper", a company SO BAD they actually had to CHANGE THEIR NAME because the previous incarnation, 'Nationstar Mortgage, LLC' had become so widely loathed among consumers. The Consumer Financial Protection Bureau nailed them last year for a $73 million dollar redress to cover grievances by over 40,000 individuals in 48 states. And that doesn't even scratch the surface of the rest of the individual class action lawsuits currently pending against this horrible company. We finally became so DISGUSTED by their poor business practices during a refinancing application that we applied elsewhere, were approved in 30 days, and now are dealing with a legitimate financial services company that conducts it's business with professionalism, integrity, and fairness. Good luck finding ANY of that from the grifters at 'Mr. Cooper', if that is their real name.

My mortgage sold to Mr. Cooper in April 2017 and just learned 30 days ago that my mortgage payment has not been turned into any of the credit reporting agencies this entire time! Never missed a payment. Was told it would be resolved and it hasn't been. Now I call back in today and the, "escalation department", says it will be turned in at the end of March! Great service, not! Asked for a written verification of mortgage 30 days ago to make sure they are going to report it correctly and got nothing! Stay away or refinance away from them, total joke.

My mom finished paying her mortgage early and they won’t send the release of lien to the county. They were legally supposed to comply within 30 days of her final payment. THE ABSOLUTE WORST COMPANY TO DEAL WITH. We have continued to call customer service and they won’t transfer us to a supervisor. If they don’t release the lien within 10 days we will be contacting our attorney.

I only wish I could give this company a lower score than 1. They accidentally shut off our auto-payment. Unfortunately we did not notice because there was plenty of money in the account. They contacted us 60 days later to tell us we were behind. After an investigation, they admitted it was their mistake. They promised to fix it on our now tarnished credit report. Four phone calls later, all with promises, and they have done nothing to help us. Terrible company and a bunch of liars!

Mortgage transferred to this joke and lo and behold am given incorrect info. Poor communication. 2 hours so far playing yo-yo with some CSRs. Junk. Take your biz elsewhere if seeking a mortgage or refi because clearly they can't even handle the basic servicing

My mom finished paying her mortgage early and they won’t send the release of lien to the county. They were legally supposed to comply within 30 days of her final payment. THE ABSOLUTE WORST COMPANY TO DEAL WITH. We have continued to call customer service and they won’t transfer us to a supervisor. If they don’t release the lien within 10 days we will be contacting our attorney.

fix your partial payment system I am sick of calling every month, literally have called 30 out of 30 months I have had my house. do not send them a message on the website they will not respond and every month I am told the "fix the issue" but they have not yet. Oh and its nice if i do not call them, they charge me extra late fees even though i have already made payments.

Worst experience ever, I’m a current customer trying to do a refinance, at the begging I was amaze with the response and quality of the customer service but that change completely for the worst in a matter of days in the process. After they making a mistake on the paperwork without notice everything was close without letting me know what was going on. I have spend days emailing and calling my mortgage “professional” with no luck, supervisor or customer affairs will not answer either. I’m glad that I’m in the process of stop being their customer and go somewhere else. Do no waste your time with this company. When is time to take your money their are great but when you need assistance is a completely ghost operation. Really DISAPPOINTED.

Avoid using Mr Cooper. This company is holding my tax scroll for months, and also sent my check to wrong addresses Terrible Service

I spoke to a Mr. Cooper representative and I was surprised to see my account was finally updated; the escrow balance shows paid and my loan will be up to date once my payment made today-(1/9/19) posts. I can honestly say this long and stressful journey w/the transfer sell of my loan is finally processed correctly and my original loan payment is correct! Hopefully in the near future the transition will be better than it was for me!

This company is very dishonest and treat the customer of color very unlawful. Please stay away from them to refinance. The fees are too high and their loan officers are not helpful in any way.

I had a wonderful experience in my refinance with Nation Star Mortgage Greenlight Loans . The two people that I worked with really exceeded my expectations. My Loan officer was Adam Cox and My closing coordinator was Noemy Hamilton. They were both very knowledgeable and walked me through the entire process, explaining in detail and simple terms what to expect. They kept me abreast every step in the process. The time it took was about two weeks and closing was smooth and took place as planned. I could not have asked for a better team. Rosie

I must first thank Bank of America for transferring my mortgage to Nation Star whom I had never heard of prior to the transfer. I must say that the transition was not smooth but all the Nation Star service agents were very helpful during that time. Recently I received a piece of mail from Nation Star to refinance. I had been considering it but was waiting for the right time. The deal was one that I could not refuse. My first point of contact was with Mr. Allan Haas, Senior Mortgage Professional who was very true to his title, "Professional" as well as knowledgeable about the process. He informed me that Ms. Kinesha Williams, Loan Officer would contact me to complete paperwork and close. Ms. Williams was courteous and professional as well. She worked tirelessly to close my deal in the time in which was agreed upon. Ms. Williams and Mr. Haas made an awesome team. I must also commend Nation Star for allowing me to conduct this entire deal from the comforts of my home, Great Job! I look forward to a long relationship with the company and hope that if I ever have the need to refinance again I can work with Ms. Williams and Mr. Haas.

I recently refinanced my home mortgage with Nationstar. The whole process was a great experience. I cannot stress enough how professional Philippe Mouradian (Mortgage Professional) and Dede Knox (Closing Coordinator) where throughout the entire process. They explained things clearly and in a professional manner. They were great to work with and provided great customer service. I will be recommending them to my friends and colleagues that are looking to refinance or buy a new home. Artie Sandoval

Worst Company EVER they harass you to refinance your home, and then when you try to do so they mislead you. They have you to pay an up front Appraisal fee for $554 which is non refundable and then tell they can’t refinance you and your credit score is a 835 score. If you can’t do something quit calling people and harassing them to do so. Not only that we already have a mortgage with them!!!! That we pay on time!!! Do not refinance with Mr. Cooper!!!! They don’t tell the Truth!!!!! And we will be refinancing our mortgage with a different company!!!!

I just completed a refinance with GreenLight/Nationstar and both Chris Melrose and Carolyn Reyes were great! My BOA mortgage was sold to Nationstar a few years ago, it was a seamless transition. I suspected the equity in my home had increased substantially due to the market here but wasn't sure just how much. I decided to refinance to lower my monthly payment but ended up cashing out quite a bit of equity to pay off existing debt instead. Although we began the process with the goal of reducing my monthly payments, Chris and Carolyn easily switched gears and re-worked my loan to cash-out equity once the appraisal was completed. Communication was excellent. When I voiced concerns, Chris was quick to reach out to me via telephone. Carolyn made the final approval process easy and efficient. A notary came to my house for closing 10 days ago and I received my loan proceeds check last Friday. The entire process was completed via email and online! So easy!

Here is what I have to say.... Let me start from the beginning. I have received multiple letters from Nationstar about refinancing but have not responded to any previous offers because I was afraid it would be such a tedious and miserable process. I finally decided to call and fortunately spoke to Jon Lawson. He was professional, proficient, knowledgeable and reassuring. Because of him, I decided to move forward with the loan process. Jon was really great and EXTREMELY PATIENT with me and never once did he sound irritated. I must have called him 10 times in one hour completing my e-sign documents because I like to ask questions before signing my name to anything. He was great and very professional! I was then introduced to Michelle Crawford. She was very prompt and contacted me by phone which was so great because I hate checking e-mail so by her calling me it kept things in motion. From the beginning, Michelle was courteous, professional, and knowledgeable. I felt comforted by Michelle because she assured me she would be there by my side to help me through this process and she followed through with her promise. She would follow up with me daily letting me know what additional information was needed and answered any and all of my questions. I had complete confidence in her. If I read through a document and saw an error, I would contact Michelle and she would have it corrected immediately. Michelle provided the utmost customer service and professionalism. She was amazing! Nationstar is fortunate to have Michelle Crawford and Jon Lawson on their team. The process went so smoothly. I even told my husband this seemed too good to be true. I think I held my breath until the documents were signed because I didn't want to jinx myself. Lastly, my response to "What could we do to make your mortgage experience better?" My answer would have been ... "I don't know how it could have been any better." I suppose I would have said "Perfection"!!!! And I don't say that very much. I want to thank all of those at Nation Star who took part in this loan process especially Jon Lawson and Michelle Crawford. I was better than I could have ever imagined!

I have only good things to say about Nationstar Mortgage. They bought my mortgage from Bank of America and it has been all good. I find them courteous and easy to deal with. They helped us refinance our mortgage from a 30 year fixed to a 15 year fixed with a lower rate which cut 8 years off of our mortgage saving us quite a bit overall. It did take a while for the refinance to get approved, but if you are patient, it will pay off for you. I mostly use their website to get my information. I find it easy to navigate through and can get a lot of information from their website without having to call and wait on the phone.

I received some communications from Nationstar indicating it would be a great time to refinance my mortgage. I was really doubtful of this as I thought, "why would Nationstar give me the opportunity to (substantially) reduce my interest rate. Wouldn't they would be cutting into their profits". Bottom line, it was for real! Working with the loan officer Jennifer Malone and closing closing coordinator Ermin Burgos was seamless. The communications were excellent! My questions were always answered in a timely fashion. Nationstar should consider both of them as valuable assets to the Organization. I have been able to not only reduce the length of my mortgage but also the monthly payment! I recommend Nationstar as they clearly put the customer first.

There is still a company that knows what customer service truly is. And it is Mr. Cooper Mortgage. When I heard they had taken over from Nationstar, I was more than skeptical. However when the stuff hit the fan with this global pandemic, they have been an absolute shining star. My business was significantly impacted by the virus and they have been nothing but stellar in all my conversations and with the arrangements made to help me make it through this crisis. Today they lifted a huge burden off my back, to allow me time to recover from this mess we are in. And I will always be truly thankful for their efforts in making sure their customers are taken care of. I can't emphasize enough the professionalism in every single person I spoke with during this troublesome period. Mr. Cooper, you guys define true integrity, professionalism and honesty in everything you do !!!

The refinance was a very quick process. Though I was not happy with the appraisal. It would be nice to be given a choice of appraisers instead of just one being assigned. I don't feel that he did a very good or thorough job of the appraisal. Also when it came time to close. I had no notification from the bank. I came home to 4 messages from the Notary about closing the night before while I was at work. I had to call around and have it all rescheduled for another day. It would be nice to be given a notice of the closing happening that soon.

I recently refinance my mortgage, to take advantage of the lower rates. The woman who initiated my loan Kathy was extremely helpful in the process. I have several options to choose from and Kathy really took her time to explain everything to me, make recommendations and ensure that I got the best loan for my needs. Also the loan officer Jake was very professional and keep me informed every step of the way. I sincerely appreciate the professionalism and eagerness to be helpful, that the Nationstar mortgage team has.

Our mortgage was sold to Nationstar from Bank of America and we haven't had any problems with them. I have had great customer service whenever I needed to call them. We refinanced with them a year or so ago and got a lower interest rate. The downfall is that I can't just run a check up there and pay my mortgage like I did before.

Sometimes things happen for a reason...and I think that meeting our loan officer, Pam Fenn, over the phone when I was finally ready to refinance my FHA home loan was no accident. I was reluctant and discouraged for some time as I was looking for new lenders to refinance with due to all the various requirements, but working with Pam has been an absolute pleasure. Being an existing Nationstar customer, I wanted a process that was as effortless as possible and got just that with their streamlined refinance offer. Everything was handled electronically through email and online or over the phone with exception for signing of the final title company documents. However, a representative was scheduled to come to our home for our convenience. Pam was very helpful and delightful, and I always felt that she was looking out for my best interest. Despite some bad reviews that I've seen online about Nationstar, my experience was nothing less than great and better than I could have expected. Thank you for the exceptional service, Pam!

The most frustrating and horrible experience. We have been put through the ringer. After weeks of no communication or returned phone calls from loan officer and managers we finally closed. We showed up to closing table and the “hidden” fees were off by over $2000 and they went up on the rate without telling us. Manager told us to go ahead and close and we would be refunded. We did so then without any communication AT ALL they never funded the loan we closed on and took it upon themselves to redraw for a reclose. We called 6 different people including managers, loan officer, and processor. NOT ONE of them would return our calls. So then we show up to title company a MONTH later to close for the SECOND time on the same loan and there are no docs there and no one can get ahold of anyone at Mr. Cooper AGAIN. Finally the manager calls us at 9pm and says she didn’t know we were closing today and that they are having to redo everything bc it’s expired. I asked her “why don’t you just fund the loan we already closed on?” She said it expired after 10 days. I said “we have been calling Everyday since the day we closed a MONTH ago to tell you we don’t want to RE CLOSE and never did, had someone called us back nothing would be expired. We have paid for an appraisal and waisted 6 months with them. The whole thing seems like a scam and it’s unbelievable that they are even in business. So Unprofessional, no communication, lies, and hidden fees.

Excellent customer service and extremely fast loan processing. This was our 4th experience with Greenlight Financial Services. Nationstar may now own them but everything went smoothly just like the 3 previous times. The process went approximately 3 weeks from initial contact to closing. By utilizing internet technology, sending/receiving documents and email correspondence really speeds thing along. The ease of doing business is the primary reason that I choose to contact Nationstar Mortgage again for my refinance needs. I would not hesitate to use them again.

Don't even think about using Mr. Cooper. Our mortgage company sold our mortgage to them. So we had no choice. Have been trying to set up bi weekly payments for 4 months with them. We keep getting the run around. Very dissatisfied. If I could give them a 0 rating..I would.!!!!!!!!!

I was very impressed with the assistance I received from Nationstar Mortgage in refinancing a home. With the help of MP-Jess Hamilton and My Nguyen, the process was simpler than I thought. Both of them worked with me (even off hours) to get all the paperwork ready and guided me through the steps on line to provide me with all the information needed to finish the closing. First time I have done this on line which made the closing even faster. Thanks Jess and My. Regards, Lucy

We recently refinanced our home, and I must admit that I was dreading it. I worked with Elliott, and then Anthony Douk and they were EXCELLENT! It was the best experience, and my refinance was at a lower interest rate, and mortgage. It took all of 14 days, I was blown away. I would definitely recommend Nationstar to anyone looking to refinance.

This is the second time doing business with Nationstar. The first being a little over a year ago.and at that time, I was left with disappointment. So of course, I was concerned inquiring and doing business with them again. I can definitely say, I am so glad I did. My loan representatives Roger Craft and Kathy Mercer were so helpful, knowledgeable, on top of things and even warm had very warm personalities. The process went smoothly and surprisingly much quicker than I thought. I would recommend anyone refinancing to give them a call. If you are lucky like me to get Roger and Kathy, I know you will be pleased !

We were part of the bundle of Bank of America customers sold off to Nationstar two years back. We read the terrible reviews and were initially very apprehensive about our new mortgage servicer. However, our fears have not been realized so far. For the first year and a half, we paid by money order, mailing our payment by certified mail with return receipt requested. Our payments have been credited correctly and on time. For the past few months, we have been making online payments (no charge) with no change in the timely crediting of our payments. We would NOT entertain any loan modification or refinance with Nationstar, but they seem to be an adequate company for uncomplicated mortgage situations.

If I could leave a zero star rating I would. However lowest rating is 1 star. My dad passed away 7 years ago. After that my mom found out he had been deferring their house taxes for many many years. Upon request we have provided the deferment from our county had given us. All of this was fine for over 10 years until the end of last year and when going online to make a payment we found out payment had gone from $489 a month to almost $10,000. Someone in the tax department took it upon themselves to pay off theb$25,000 in back taxes out of her escrow and now are trying to recoup that from her. After many talks with many different people it was finally agreed upon to be at $745 monthly. Logging in now to set up February payment they have again without warning increased the payment to over $2,000 a month. We call weekly leaving messages with no call return as were trying to get the payment lowered from $745. This is in our opinion the WORST company to deal with and get no resolve. My mother is elderly on a fixed social security income and its unacceptable!!!!

I called and was informed that my PMI would be removed. A month later I received another statement with the mortgage insurance fee being charged. They also have overcharged me for the escrow and kept my money until I complained. Additionally they are EXTREMELY annoying with the constant refinancing letters, emails and phone calls and have complete disregard for the many requests to remove your contacts details from their marketing communication. Be aware and stay on top of your statements. Do not trust this company. It’s not worth it doing business with this kind of greedy organizations. UPDATE: I was contacted by Griselda who did an investigation and provided clarification and made sure the PMI was removed and that the marking mailing would stop. It’d be nice if they would listen to you the first time you contact and ask without you having to go to the BBB to have your issue properly addressed.

I had a very good experience with Green Light division of Nationstar Mortgage. Both of my representatives, Patrick McLaughlin & Devyn Stafford, were very helpful in the re-financing process for our home. They worked together very well and followed up timely on needed materials. The process went very smoothly. I would highly recommend working with these two gents for your home loan.

When we paid off our mortgage it was November. So I called prior to paying off to let them know I was paying it off and to request that they go ahead and send the property tax payment (plenty of money in escrow). They denied the request. I called back to see what the hold up was early December and they told me they were going to send me the money so I set up for them to electronically transfer the money to my bank. I just got the check in the mail. I'm not sure if they are incompetent or just really bad at customer service.

I recently got divorced and was awarded my house. In the divorce decision, I had to refinance my loan. I had my loan through Nationsar already so this was very helpful. But I would like to thank all of the people at Nationstar and Greenlight loans for their extremely simple process of refinancing my loan. They made it very easy from start to finish. I not only was able to refinance my home, I got it at a much better rate than I had ultimately saving me a substantial amount of money. Thank you again for your hard work and helping me. It was greatly appreciated.

It never fails!!! whenever I need help on there website to make a mortgage payment; If i need help from them, the most important thing to them is to clip me with fees to render any kind of help with my transaction!!! it was not my choice to have my account transferred over to Nationstar Mortgage. I was very happy with Bank Of America and this arrangement was made. I live in California where there is a branch on every corner. Nationstar is in Texas which doesn't help me at all. However they love to be there Johnie on the spot to charge fee's for rendering any assistance!!! your good at that.

I honestly would not recommend this mortgage company to anyone. Every time you call you are routed and re routed around. At every turn, they verify and then try and sell you on something. It took 15 minutes just to get an address to send an insurance check in to for endorsing. Very frustrating and hard to do business with.

I recently completed refinancing my existing mortgage. I have nothing but praise for the initial contact I made with your employee, Maria Nunez on 12/14/2016. If it hadn't been for her helpfulness and explanations I probably would never have gone thru with the process. There is a lot to do but she was so prompt at getting back to me with the initial documents and so helpful - it kept me in the process. I have just now finished completing my first payment on the new loan and am happy to continue being a Nationstar customer. Maria Nunez was the deciding factor that made it happen. She's terrific.

My refinance process went very smoothly. As a landlord, I have been through the home buying process many times, and this was one of the best experiences I have had. Thank you Nationstar and the professionals who assisted me each step of the loan process.

They withdrew 3 payments from my bank account without my permission. Money didn’t go back in till a few days later. 5k they casually took out of my account. After it they had 0 accountability. Tried blaming the banks

Simply said... I HATE this company. From start they lost my mortgage payments and are quick to blame the customer, when I proven I sent payments- what a very painful event. All has been corrected however, I have I never worked with such a different mortgage co.

I have been with the same loan company for 14 years now. The compnay has changed names and is now Mr. Cooper. I have had the worst experience with this company. I spoke to them last year about possibly refinacing my loan with them as the rastes were lower. They said no because I have a mobile home. I thought then why did you buy my loan if you do not finance mobile homes. They told me to take my business elsewhere. I decided rather than refi I was going to move closer to my son so I did not refi and will be selling soon. So this month I go to pay my mortgage which has been the same for 14 years and the payment has increased $400. I call and talk to them and they tell me it is because they added homeowners insurance to my mortage. I said why as I have had the same insurance for 14 years and they are on it. They said they did not know why but would take care of it. That was on the first. I am still struggling to get them to fix my payment so I can pay it and not have it ruin my credit by being late. I have faxed them two years worth of proff of insurance. I have spoken to their "Expert" Heather who said she would have it fixed asap. Still not fixed. Today I get a notice stating if I do not pay it by tomorrow I will incur late fees and be late. I realize tht life is not fair but this is beyond. Really Mr Cooper this is not how to treat loyal customers that want to pay their bill!! That never missed a payment even in the housing debacle.

Absolutely a terrible mortgage company. It took them over 6 months to refinance my mortgage, and that was with me begging them and complaining for the last three months. If you change insurance they request information, ignore the information that you send, and then send you threatening letters. Hold times are often long. All customer service representatives are completely powerless are unable to give feedback up the chain so that improvements can be made. If you're able to try any other company, do so. Nationstar is terrible and I'll never willingly do business with them ever again.

This is the worst mortgage company. My mortgage was to Nationstar in 2013 and I have had nothing but issues since. When I was laid off from my job in 2013 I filed for a modification trying to lower my payments. At that time I was told they do not do modifications or a special forbearance for unemployed individuals. Since I have an HOA loan they are REQUIRED to offer the special forbearance if the person loses their job but it took me getting the government involved before they would actually do the modification. I finally received the modification, completed the trial period only for them to cancel the modification and start the foreclosure process later because I did not return paperwork that they never sent out to me. After fighting for over a month they finally agreed to reinstate the modification. I sent in all of the notarized paperwork that they needed and now they are still saying my house is in the foreclose process and have actually scheduled a sale date. I have been trying to get answers and a resolution for 2 weeks now...no one ever calls me back and when I call no one has any answers. I am at the point that I may need to get a lawyer and file a lawsuit :(

Called Customer Care about a potential late payment after my loan was just transferred from Chase Bank. Service agent was extremely helpful and showed me how to go online to manage my account and make payments. Also, made sure there I would not incur any late fees. Great first impression for a new customer. THANK YOU!!!

I just received word that my refinance was complete, what a relief that was. I was very anxious about the whole process up front, but Lisa Garcia did exactly what she said she would do. Lisa Garcia made the process as easy as possible. Initially my wife and I were thinking about abandoning the process altogether, but Lisa Garcia assured me the process would be handled professionally and promptly and she was right. We received a great rate on our refinance. And Lisa stayed in touch with me through out the whole process. She was professional, prompt, and very courteous. It was so refreshing to meet someone who conducted them self in such a positive manner. If I need this service again in the future I sure hope I get Lisa Garcia to help me.

I just refinanced my house with Nationstar Mortgage and it's a pleasure for me to say that it was a great experience. I worked with both Tony Niehaus, the closing coordinator, and Kenneth Bouton, the mortgage professional. Both were extremely professional, patient and sympathetic. I’ll do it again tomorrow, if interest rates get low enough. Thanks a lot, guys. Keep the good work.

I had to go through an incredibly difficult and long refinance and I am so grateful that Dan Miller and Patrick Oneal of Greenlight Loans were right there with me. I was so impressed with their perseverance and dedication to getting the job done. Each difficulty along the way was greeted with a resolve to see the loan through. I would definitely use the company again and would highly recommend this company to family and friends.

My husband and I recently refinanced our existing Nationstar mortgage. The process from start to finish was extremely quick, and Kristen Crenshaw and John Durnin were very responsive to our phone calls and emails. They were very clear and transparent about the process, and we are extremely happy with our decision!

I've been a client of Nationstar Mortgage LLC for a couple of years and I refinanced my mortgage with Nationstar last December and it was a very pleasant experience. Very professional from the start to the end. It started with Victor S - Mortgage Professional and ended with Melissa W. - Closing Coordinator. They were both very helpful and prompt with their replies.

I/m not quite sure exactly when I first talked with Pam Fen , 6-8 months ago. But from the beginning she was extremely helpful and knowledgeable about all the documentation I would need to provide. Every thing went very fast until we ran into a road block with a second mortgage that was never supposed to be filed.Pam told me she would continue to work with me to get this resolved, but time ran out. About four months I got the second removed, called Pam and down the road we went. With her help all my documents had been maintained and everything went very smoothly .Shortly there after the refinance was completely finished to my delight.I would definitely recommend Pam and use her again without hesitation.

Our refinancing was very a easy and smooth process. It took 15 business days from our phone application to the closing at our home. Everyone was highly professional and extreemly knowledgeable. We lowered our rate and term to 2.75% for 15 years. Highly recommend to anyone looking to refinance or finance a new home loan.

I just refinanced my existing Nationstar Mortgage and I was very please with the efficiency of the process. The loan agent Randy Tabor and loan processor Kristen Lanter showed tremendous care for my needs throughout the refinancing process. Both Randy and Kristen took the necessary time to address all my concerns. Upon completion of the refinance I was definitely pleased with the outcome and satisfied that I choose to stay with Nationstar.

I have lived in my condo for 23 yrs. The mortgage has been 'sold' several times. I have never gotten this great of customer service from anyone until now. Nationstar Mtg. is what customer service should be. The agents that I dealt with were friendly, courteous, knowledgeable and kept in constant contact with me up to my closing. They made sure all my questions were answered and sent emails and called me when they said they would. Congratulations Nationstar and your affiliate Greenlight Loans! Keep up the good work.

I had a great experience with Rosemary Nguyen and Steve Smith. Both understood my needs. Made the refi experience smooth and easy. Completely different experience than I have ever had with a mortgage company..... they made it that easy... pain free.... great team of representatives at Nationstar.

I would put zero stars if I could.... Sold to Nationstar from Bank of America just like others... I will be rating Bank of America as well because they suck for selling my loan to these people. Ridiculous Service!!! I simply wanted to pay my last payment due to selling my home and requested to get information on my pay off balance to fax to my realtor. Mind you my husband is an authorized user and for whatever reason they took him off or just wanted to be pain in the A## they refused to speak with him even after I reauthorized him after being sent to a different department. The man "Andy Employee ID# 3011 (didn't mind giving me his supervisors full name, but refused to give me his last name) kept speaking over me and interrupting me when I would explain my frustration. I then asked to speak to a supervisor and he basically said he was too busy at the moment. I asked him why couldn't he just tell me the pay off balance he refused due to company policy and would have to email it to me which would then take 5 business days.... FOR AN EMAIL!!!! I asked him to email me where in their company policy this says and he said I can just find it online SERIOUSLY?!? His supervisor is Thomas Neadow or Meadow if I was even given the right names.....Cant wait to get out of this loan with them.