Mr. Cooper S Price Rd, Chandler

Absolute garbage customer service. We have been with Mr Cooper and haven't had a problem so when we learned we met requirements to refinance with cash out through Mr Cooper we thought why not? We have been talking about it since rates are lower. We'd like to replace our old A/C and some other things so we'll look into it. After completing the online application we received a call from Brett Hayden who told us we had plenty of equity and qualified for a refi with cash out. We provided all requested documents and spent $600 on an appraisal. After appraisal we were told we were good to go and just needed to get temporary lien release for our solar system. We paid $300 for that and were waiting for a closing date when Ashley Calver, who never returns calls, sent an email saying there was a problem with solar panels. Brett rewrote loan to make it work and we were back to underwriting. Again, it fails to go forward. Brett informs us it's because of combination of solar panels and credit score (that wasn't a problem just the day before). On Monday he says he and his manager will work on it some more and he'll call back later that evening or the next day. It's Thursday and I've heard nothing. Today I spoke to someone we've worked with before and he says there's no reason we couldn't make this happen. The issues Mr Cooper said we had are solely Mr Cooper issues, not FHA, VA or conventional loan issues like they said. Hopefully we'll get this done with no hassle elsewhere and our business with Mr Cooper will be done.

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

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

Horrible!!!! Don’t waste your time with this company! They do not respond to emails or phone calls. I started my refinance in September and this is the middle of January! I have been with this company for 8 years and wanted to refinance. My credit score is well over 800 I have never been a day late on my mortgage payment. I’m treated like I don’t matter. I’m so stressed and frustrated working with this company. I finally said to cancel everything! I’m done dealing with this horrible company!!! Run. Do not walk away from this company!

After working almost 2 years for Mr. Cooper. I was released from my job on 9/17 due to technical difficulties. I’ve reached out to my manager multiple times in regards to the issue. But instead Mr. Cooper sent me a write up in regards to call avoidance. Mr. Cooper didn’t support me with the relocation to home office. I never received all the equipment to make my home office successful. I also advised my manager of the missing equipment. Also I sent an email to the VP in regards to my management suggesting to let me go due to the technical difficulties. Which was an issue throughout our whole team. I hate to say this but I really feel that it was a racial issue, that’s why I was let go. Multiple team members can vouch for me on how I was miss treated. My managers and I never saw eye to eye with things, so the results were to write the representative up and put them on verbal punishments. No solution, but want to enforce hard punishment. I was a part of the reverse mortgage group that was let go as of 2019 with no warning. The whole department was fired and giving 24 hour notice to either except another job with them or leave with no pay. This is the most unprofessional business I’ve ever worked for. Durning a pandemic, instead of helping the agents, they rather fire them. Horrible company, I advise go else were for your business.

If you can avoid using this company then please do. You can NEVER get in touch with them. I tried calling them to provide them with my home insurance premium to pay from escrow and could never talk with anyone. I've tried emailing them too to send them the bill. Finally I just paid the premium myself and had to FedEx the receipt and bill for reimbursement....we'll see if I get my refund. I'm going to refinance with another company so I don't have to deal with this company anymore.

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

Our mortgage was sold to Mr Cooper and I never knew I'd had to deal with such a "Charlie Foxtrot" of a company. First, they were 1 month late on sending us any notification of when to pay, where to pay, how to pay, until I contacted them. Second, they didn't pay the homeowners insurance that was written into the loan, so they threatened to add the insurance premium at a rate "well above market rates." THEN they didn't get the right information into the loan and still wanted to charge me $91 for a 22 day lapse in coverage. AGAIN, I had to send in the information to avoid their ridiculous fee. It's easier to deal with a car dealership

The predatory, deceptive and unethical approach this company elects to conduct business needs to be investigated by the DOJ and they need to be audited by the DIFI…ASAP. Yes, it’s that bad.

our mortgage was transferred to Mr. Cooper. First week I contacted them to obtain acct number information. Sent payment directly from my bank to the acct number provided from customer service. Week later received paperwork via mail from Mr. Cooper, customer service person gave us the wrong acct number.... now our funds are missing and I have to provide them proof from my bank! WTH!!