Mortgage Broker
Mr. CooperThis business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
01/29/2025
- Complaint Type:
- Order Issues
- Status:
- Resolved
Mr. Cooper held our mortgage on a house we sold back in 2018. The company never updated our information with where we moved in order to send a check for the remaining monies in ******. In May of 2024, I decided to investigate why we had never received the money and reached out to Mr. Cooper but they do not offer human customer service so I had to use their chat feature. I explained my situation and they agreed I was owed about $2000 and they would send me the checks (3) to my new address. One check did come about a month later for $50. I again contacted Mr. Cooper through the chat feature and was promised they would send the rest of the checks out within 7-10 business days. Months go by and I have been reaching out every month or so to try and get them to send me my checks. Each time I have to use the chat feature and each time they promise me they will send the checks and even confirm my mailing address. This is getting super frustrating- I just want my money that they are not legally allowed to keep.Business response
01/31/2025
Please see attachedCustomer response
02/04/2025
I have reviewed the business response and accept this resolution.Initial Complaint
01/28/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I've called on several occasions and different times and no matter who many times I answe the automated I can not get a LIVE person on the lineBusiness response
01/30/2025
Please see the attached.
Thank you.Customer response
01/31/2025
I have reviewed the business response and accept this resolution.Initial Complaint
01/24/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
ON 1/24/2025 I received a phone call from Mr. Cooper on my landline, but the call disconnected before the person had said anything other than asking for me. I attempted to call the business back by cell phone to determine why they were calling and got an automated system that claimed they would connect me with an agent, but in fact, just leads you around within the system. Even their supposedly "live" chat agent was clearly AI or a bot or something because it just kept going back to "call this number" which I had already tried half a dozen times. I want to know why I got no choice in the transfer of my loan to this servicer in the first place! Did ************* even check this business out before they handed my loan over!?! (Yes, I'm ****** at them now too!). Additionally, I notice that this business is not even accredited with the BBB so it seems we are stuck with awful situation. Is there any legal recourse that we can take?Business response
01/29/2025
Please see attached.Customer response
01/30/2025
I have reviewed the business response and accept this resolution.Initial Complaint
01/24/2025
- Complaint Type:
- Order Issues
- Status:
- Answered
I paid what was agreed upon for a period of 6 months to bring the mortgage current. I then log on after that 6 month period to find out that the mortgage was even further behind than when I started this payment plan 6 months prior. I get on and for the next 2 months there is no resolution and the mortgage keeps getting further behind. Now I am days away from foreclosure for something I didn't even know was happening.I paid what I was told to pay every month. Now I'm going to lose my home for something I didn't even do.Business response
01/27/2025
Please see attachedInitial Complaint
01/23/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The business has no humans. The business runs solely by **. They have no customer service. They are ripping off seniors who don't understand how to navigate their phone maze. There is no recourse to speak to a person if you are overcharged by this company you cannot get your money back. This is a predatory shark that needs to be put down.Business response
01/27/2025
Please see attachedInitial Complaint
01/23/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
1/23/2025. Mr. Cooper. I have called the customer service line during business hours. The ** answering service would not let me speak to an agent, then hung up on me. I am unable to get answers about my property taxes from my own mortgage company from a human being. This is disturbing.Business response
01/27/2025
Please See AttachedInitial Complaint
01/23/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
for 2 years trying to get them to apply my homestead deduction. Sent the papers to them twice and ***** Co. **. Has sent them the information for 2 years. Try calling and they refuse to let you talk to someone. Heard they were under a different name because of past trouble. Need help.Business response
01/29/2025
See attachedCustomer response
02/04/2025
I am rejecting this response because: Still not going to get my homestead discount. Even though they agreed I am given it from *************. Ky. Sad that they will get away with it . I see why they had to change names.Business response
02/05/2025
Please see attachedCustomer response
02/05/2025
I have reviewed the business response and accept this resolution.Initial Complaint
01/22/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am unable to contact a live person. Their system went AI and the system just hangs up when I have not resolved my issue.Business response
01/24/2025
Please see attachedInitial Complaint
01/22/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mr ********************** WILL NOT PERMIT your customer service call to get through to a human being. I was not upset and just calling for clarification on something odd, and they WILL NOT transfer me to an actual human who can address the issue. And they are threatening to chrge me an extra 36 dollars if i **** provide info that they already have in their own system.Business response
01/27/2025
Please see attachedInitial Complaint
01/22/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
They are overcharging the escrow amount by ***** however for the past four months I have emailed, called, and mailed Mr ********************** without receiving a response or reply. I just want someone to correct the problemBusiness response
01/27/2025
Dear ****** *********:
Thank you for reaching out to us.
We received your letter on January 22, 2025, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.
Escrow
After reviewing your account, we can confirm that we investigated your tax exemption on October *******, and determined that you are 100% exempt. The tax payment of $981.25 issued on August 19, 2024, was returned to the escrow account on August *******. Although we updated our records, we did not complete an escrow analysis to adjust the escrow account at that time. We apologize for this oversight.
A new escrow analysis was completed on January 24, 2025, effective February 1, 2025. Your new monthly payment is $1,424.91, and you will also receive an escrow refund of $862.60.Please allow five to seven business days for the delivery of the escrow analysis and refund.
RESPA RESPONSE TO NOTICE OF ERROR
Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that an error occurred because we did not complete an escrow analysis after updating the account to reflect exempt from taxes. The error was corrected on January 24, 2025, by completing a new escrow analysis. You have the right to access the documents we used in this investigation, but only our internal systems were utilized.
If you have any questions, please contact our *************************** at ************ or via mail at the address listed above. Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (CT). Visit us on the web at ****************************** for more information.
I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
Sincerely,
***** *******
Mr. Cooper
Customer Relations Specialist
PO Box ******
**************************
Phone: **************
E-mail: ******************************************************************************
By BBBCustomer response
01/27/2025
I have reviewed the business response and accept this resolution.
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Contact Information
Customer Complaints Summary
1,941 total complaints in the last 3 years.
802 complaints closed in the last 12 months.
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