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2.0

Originally, I had a mortgage with Bank of America, who then sold the mortgage to Nationstar which is now called "Mr. Cooper".

In August of 2017, my home flooded during Hurricane Harvey and I lost everything. My insurance company (Allstate) was awesome every step of the way. Mr. Cooper, however, has done nothing but hinder the progress to get my home repaired for the past 6 months.

I am now paying rent AND a mortgage while contending with Mr. Cooper, which is now sending me letters threatening foreclosure even though I was assured I was put on their "disaster forbearance plan" for the months of October, November, and December. I have literally had to call them for every little thing I need done to keep the rebuilding process going. I understand the need for documentation to make sure I am repairing the house and not just taking the money and running.

But when I sent them forms THEY REQUESTED, they hold them instead of processing them to send me money I needed to start the repairs. After months of contention, I finally have made some progress on my house, however the forbearance plan only stretches for a 3 month span which means I am now paying both rent and my mortgage. To continue the forbearance process, Mr. Cooper requested I send in proof of employment.

I then uploaded 2 of my most recent income payment stubs and my W2 for this past year (it just came in as it's currently January). The online process that Mr. Cooper's website directs you to said it accepted all of my uploads, however I had to call when I kept seeing there was no progress with the plan. The customer service rep (very nice lady) then explained she saw where I uploaded the W2 but doesn't know why my status had not changed.

She then put me in touch with her supervisor who, by the end of the call, pissed me off so bad that I almost started cussing her. The supervisor then explained to me that a W2 would not work as proof of employment (WTF) and that Mr. Cooper needs a certain form completed by my HR department and returned to them. I then explained to her that all of that seemed ridiculous, considering that if Mr.

Cooper needed me to complete a specific form, why didn't they send the form to me in the first place OR at least make me aware that the form needed to be completed OR that none of the uploaded forms I sent were worth anything. ANY COMMUNICATION AT ALL WOULD HAVE BEEN GREAT. At this point, the supervisor let out a sigh into the phone, as if I was being a burden to her by trying to keep my still uninhabitable home from being foreclosed on due to THEIR poor communication and customer service. This nearly sent me over the edge as this was the 10th or 11th time I have had to contact them myself to resolve my revolving door of issues with them.

I managed to keep from calling her every name I could think of and told them to email me the form so I could have it completed ASAP. After that call, I still needed to actually pay my mortgage for February so I contacted the payment branch of Mr. Cooper. The lady was nice, however to accept my payment (online payment was unavailable since I was "delinquent") she had to ask me a bunch of questions I had already previously answered NUMEROUS times including if my house was habitable (I already told her it was not), if this was a short term or long term situation (I already told her it was now going on month 7), if I still had income from employment (also explained to her), and a few other questions.

I am literally at my wits end with these idiots. I am sure tomorrow I will find out that something went wrong with my payment so I'm super looking forward to that. As soon as I am done completing everything I need to with this company, I am refinancing with another company. Oh, that's another thing.

Mr.

Cooper repeatedly spams your email, snail mail, and phone calls with offers to refinance with them no matter how many times you tell them to stop. This company is hot garbage and I will be reposting this review to every forum I can find.

Reason of review: Problems with payment.

Preferred solution: Let the company propose a solution.

Mr Cooper Pros: Patience of frontline customer service reps.

Mr Cooper Cons: Literally everything else.

Location: 8950 Cypress Waters Blvd, Coppell, TX 75019, USA

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Guest

They are horrible, impossible and not fourth coming on any help to resolve issue's...We have been working on refinancing for months and they will not update our credit Reports , issues due to their mistakes...may be looking for an attorney!.

Guest
reply icon Replying to comment of Guest-1638335

I have been waiting for three months to receive a passing date, no luck, they just give you the run around. How do they get away with it.

Have you had luck with the BBB???? or Atty General????

Guest

Same identical situation in Florida. Six months after the flood and still can't live in my home.

Been out of pocket the entire process of repairs and the only thing they have done is refunded my receipts. So far my receipts have added up to about 25% of the total insurance payout check. Mr. Cooper said they will not release anymore funds until an inspection is done showing 50% completion?????????

Not sure how you get 50% complete with only 25% of funds but that's the way they work.They had a real opportunity to be a stellar company while one of their customers was in a bad situation.

Instead they chose to be greedy.........Insurance company was great by the way. Released funds without hesitation or problems.

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