Mr. Cooper
Reviews and Complaints

My local bank sold my mortgage to Nationstar mortgage. What a frustrating experience! Terrible customer service, with long waiting time (20-60 minutes) with zero results or solutions. You get transferred multiple times to different people and then disconnected! They cannot apply extra payments properly (simple accounting) which should be applied to the principal...they apply it to escrow! Then they can't figure out what's wrong and want $$$ from me. Now they have messed up my escrow because they cannot compute the monthly amount based on my annual property taxes. Now they want $2800 extra in addition to increasing my monthly payment 53%! Obviously poor training of personnel and nobody you talk to has any authority to help! Last year they sent me a check stating my escrow was over funded. Now this year it is underfunded by $2800. Incompetent company. They apparently do not employ college graduates with accounting degrees. Avoid this company at all costs.

This company is terrible, worthless, no good they bought out my mortgage from bank of america and i have had nothing but issues since. My latest issue is NationStar took it upon them self to delete one of my insurance policies because they thought i didn't need it. Not sure how thy came to this conclusion. I have had my Home since 2008 and it has never been an issue to have two policy until they bought my mortgage. So here I am again on the phone I have now spoke to EIGHT reps and working on my NINTH as I type and still no answers its only endless hours of being on hold and every other person i talk to i get disconnected how great is that. they have the money in escrow but will not pay the policy

Nationstar and Freddie Mac have blatantly stripped me of equity and left me with a 1.4 acre, 2 bedroom property that has no comparative market value. No real estate agent in DFW or the surrounding cities will represent my home to buyers as a 3 bedroom 2.2 acre home as appraised and sold to me. Nation Star completed the investigation into the fraud allegations that were confirmed by not only the City of Dallas, but also 2 additional TALCB licensed appraisers, and despite indisputable open record documents found in the Dallas Central Appraisal public record, Nation Star could only reply with the following, "We have conducted an investigation, and it was determined the error asserted within your correspondence did not occur." The Dallas Central Appraisal District is an open records public domain for the truth and the undisputed facts for what the site description was/is for the subject property from 2007 to 2015. Nation Star does bring additional concerns to the mediation of this hardship by threatening legal action on the collection of debt. Without examining the truth on record in the Dallas Central Appraisal District, Nation Star has simply stated that "the subject mortgage remains in full force and effect, and we will continue to service the mortgage in accordance with the valid, binding documents that you signed at the time." This is nothing but a veiled threat by Nation Star to me as a client that has NEVER missed a single payment despite the economic hardship and continued inability of me to sell my home as a 3 bedroom, 2.2 acre home as sold to me.

Nationstar bought our mortgage from Bank of America without our knowledge and ever since they took over it went downhill real fast. We got behind on our payments but managed to get caught up then we made every monthly payment on time with a cashier's check but Nationstar would hold onto our payments for a week sometimes two before they would deposit the check. Even though we made the payments before the 15th of each month we found out that it's when Nationstar decides to deposit our payments so if they deposit our payment after the 15th of every month we still will be hit with late fees. Then I have our monthly bank statements that proves we paid every month but when we looked on Nationstar's website under our account they are showing that we missed a payment. Can't believe this mortgage company is still in business with all these complaints they have against them.

Nationstar is the worst mortgage company, stay away from this company, I make my monthly payment on time and I get a statement saying I am behind, this caused me not to be able to refinance. The people that worked there they have no clue on how to get results. Stay away from Nationstar.

What an awful lender! They bought my 8 year old home laon and everything has been messed up since. For the last 4 months they have called me with issues and each and every time the issue is even more messed up afterward. They can’t get my auto-bill pay correct. I mailed in the paperwork and now they lost it. They took out the payments for 4 months but now I need to do the auto-bill pay paperwork again. I have spoken to 4 reps and 2 managers and no one over there can get it corrected. I would never do business with this company and would get a different laon if it wouldn’t be eventually bought but this inept company.

Stay as far as possible from the company Nationstar Mortgage Company. This company is full of scamming individuals and they only want to get money from you. They didn’t offer anything or provide some help, but they told me that I needed to pay and that’s was all. I wasn’t happy with their emails and phone calls every time, when they waited payments from me. So, I don’t advise this company to other people.

Nationstar has no customer service line. All their numbers lead to a thread of debt collection. their helpdesk routes everyone to a voicemail system, which after entering 5 minutes worth of data including your social security number, they tell you to call back another time. I have never received a 1098 from them on time for my mortgage, which is frustrating, and there is no convenient way to download the paperwork on-line. Worst company ever!

I have called this company 4 times since my mortgage was paid off in August. The mortgage was paid off with the amount they sent my title company. My escrow was to be a certain amount and Nationstar proceeded to take out another PMI payment in September when the mortgage was paid in August. Now I understand PMI is paid in arrears, but they had already taken out two payments in August to cover. I can't get anyone on the phone and when I finally get to a supervisor after 45 minutes, she tells me to call FHA to get the payment! What?!
I received my escrow disbursement check today and guess what, wrong amount! I have held for 53 minutes on this call with two other unsuccessful calls earlier. Still no resolution.

This company is a SCAM! Stay far away!

Keep getting calls for past due payments when payments are made ahead of schedule. I had a credit on sept bill of 6.63. My sept bill showed the amount of my mortgage payment minus the 6.63 for a payment of 582.51. I called and verified this with customer service and she said it was the correct amount for Sept due to the credit. I sent in the amount on my statement 582.51. I got a call today that I was past due for Sept. The check was mailed on the 1st of Sept and it cleared my bank on the 9th. When I called they said my check was just sitting there because I did not pay the correct amount of $590.14. I called and told that it would be taken care of. She said she would remove the 29.13 late fee but they never do. I told her I was being harassed with these phone calls for my account being past due. I have never been past due. They never follow through and have poor customer service

When Nationstar purchased our mortgage from Bank of America, they forced an escrow account for taxes and insurance then have not paid in for the year. This company has been relentlessly sending me notices to refinance - 2 to 3 per month. Their customer service is very poor. I can't wait to refinance with a new lender company.

Terrible company to deal with. They process payments incorrectly and they tell you your payment is late and will be reported to the credit agencies. They are awful. I can't wait till my mortgage is paid off ...5 more years dealing with these nasty folks

This company has overcharged us in our escrow account and we were told that they could not adjust the overpayment during the time we were going through bankruptcy. Therefore, we had no choice but to continue overpaying our payments for 5 years, which eventually caused us to fall behind on our mortgage payments. After our bankruptcy was discharged we asked for the escrow surplus to be refunded to us, but because we were now not current on our mortgage payments we were told we must be current in order for them to release the refund. We asked (begged) them to just use the surplus amount to bring our account current and they refused to use OUR escrow money to pay the past due amount on the mortgage payments. We had no other choice but to agree to a mortgage modification that would wrap up past due amount into a new mortgage aggreement. Now we have finished all 3 trial payments, signed new contract and have begun paying all our current mortgage payments on time...we are current. However, no matter who we talk to at Nationstar we always get a different excuse as to why we haven't received the escrow refund check yet. Some reps say they need to perform an escrow analysis (which was already performed), some say we are not current (but can't tell us how) and some say the check is being released. Needless to say the check never comes and every time we call we speak to a different person with a different run-a-round story. We will never see the money that is rightfully ours and required by law to be refunded to us without hiring legal representation. This company is never accountable for anything that other reps tell you and refuse to send us anything in writing to back up what we are being told. IT IS MADDENING!

Nationstar Mortgage does not deserve the star in its name! Each time you call customer service, you are put on a long hold time - my experience - up to 44 minutes!. Like so many others, my mortgage was sold to this lousy company! Nationstar began collecting escrow funds for my P & I only account. After much battling with them and speaking with several people in different departments ( since you're told, "that's not my dep't, you need to speak with so and so...", I finally got the problem resolved from them in writing indicating I only pay principal and interest.
several months later, someone in their infinite wisdom, did an escrow analysis and slapped on escrow charges to my account again. I have been tormented and tortured by them with annoying phone calls seeking additional payment. Each time I return the phone call, the story given by the customer service rep never seems to be consistent. They sure do a good job of annoying a customer who pays on time ! I pay my own taxes as it was from the time I took out this mortgage started over 8 years ago. Now they have gone and paid my property taxes so the taxing authority has a double payment. What a mess they have created! Some kind of resolution is in sight but goodness knows when that will be. If your friend is offering to lend you money at 17% interest rate, take it! It's not worth the hassle dealing with this company!

My mortgage was sold to Nationstar by Bank of America. I immediately looked up the company and saw reviews of how terrible their service, customer support, and website was. I also saw the lawsuits brought upon Nationstar. I immediately refinanced with Quicken. My mortgage was paid off a month ago and they won't send my large escrow check to me. They're sitting on it probably to make interest off of it. I was given conflicting information from different customer support people about my check being sent, not being sent, dates the money cleared, etc. That's when I could get through to anyone. They won't send my check in anything with a tracking number or bank wire. They're straight up liars and thieves. Do everything in your power to stay FAR AWAY from this company!

Nationstar has made my life a living hell.In feb i made 3 months of paymts because i run behind and at tax time get caught up. This time i made the paymt and continued to make paymts. Then in april my paymt was returned. I couldnt understand why so i called andthey told me the paymt i made in feb was returned nsf. I knew it didnt and called my bank who agreed it was paid. We sent statements letters the bank and i call them on a weekly basis. They kept insisting it was returned but couldnt tell us where it was returned to. I made another paymt in may which they are just holding. Now in june they tell me it was not returned it was applied to the acct im like no it didnt look at the balance. They want me to repay a huge amt that i dont owe so now im gonna lose my house. They are so frustrating and clueless about what is going on. I need help im at my wits end.

This is the worse mortgage company ever! When you try to get a hold of them, you are talking with people in a different country who hardly speak english and/or never get your requests correct! You are on hold for hours and when you request to speak with someone one in the US, you are on hold once again for hours! When the problem is from the mortgage company and you try to correct it, they charge you fees for everything even though it is not your fault but the mortgage company! I would never ever recommend this mortgage company to anyone. I ended up with this mortgage company when my mortgage was sold - will need to wait and refinance with a real mortgage company when I can. In the meantime, I am stuck with them - what a nightmare! Stay away from this company - it will only give you headaches and much frustration!

I own a 1982 Doublewide home, in the country. Since the 2004 Storm season, insurance in Central Florida has been difficult to obtain, Springleaf Financial was our mortgagee for many years, they carried the Hazard Policy, but each year, well in advance, we received the notice of the new policy, and how our monthy payment would be affected. Nationstar purchased our Mortgage in the summer of 2014. In October, 2014, our payment dropped, as it always did to $456/ month. In January, we began to look for the notice of the new Hazard policy. in February, we called them on the phone and asked about it. We were told at that time that there were no notes in the system concerning Insurance, or the purchase of any such policy. We made this same request in March, and April. Each time, we were told the same thing. In May of 2015, we received, in our normal billing, a Statement of "This is an attempt to collect a debt.".. with the statement of the hazard policy total premium of $1200/year, funds disbursed in February. Our mortgage payment to increase from $456/month, to $728/month. The breakdown reads.. $101.00 for the hazard policy, $62 for handling. and an additional $101, for estimated Escrow. We immediately contacted Nationstar, and advised them of our purchase of our own coverage. We sent them, for May the normal $456 payment, as you can imagine, it took everything we had to put the down payment on the new home owners policy. We are now advised that 'partial payments' will not be accepted, they have cashed our check, but will not apply it to our mortgage. Im certain this will lead to fees and penalties. I fear they will begin Foreclosure in a few months, as they insist we have no choice but to send this $728, while I can send no more than $500. especially with the new policy billing. Any help is greatly appreciated, and any further details needed, I can provide.

I have been dealing with this bank for a couple of years and it is been the worst experience ever! They have refused to speak to me even though I'm listed to be able to speak to them. They refused to make any phone calls back and my "dedicated loan specialist" has never once called me back After numerous messages and emails. They are now claiming they did not receive a cashiers check ($3300!) and a charging me almost $700 a month in legal fees. Service reps are rude and not very bright. Ask me one more time if I want to re fi to a higher rate bc YOU didn't process the payment?! I'm seriously tempted to hire an attorney just to get this all resolved they keep charging me all these legal fees but won't call me back or do anything about it. I will never work this company of I can help it. As soon as my interest goes up after my home loan affordable program expires I'm refinancing! Stay away from this company!

I did a loan mod with them. Originally they didn't want to do it and agreed to it only after I called Fannie Mae. they screwed up so badly that I have been fighting with for the past 4 moths. Left hand doesn't know what the right is doing. Communication with them is horrible. I have left dozens of messages and emails. They say they will get back to you and never do. Left on hold for over 20 minutes. Can't reach supervisors. Escrow department is the worst. Agreed upon amount of monthly payment increased $300 less than two after it was booked. I have been yelled at and told that I didn't know what I was talking about. I can't get the name or phone number to ayone in upper management. DON'T USE NATIONSTAR!