Mr. Cooper

The fact that they can’t even be bothered to ask what the problem is if you don’t give them a thumbs up when you ask says everything you need to know about how invested they are in the customer experience, but just for fun I’ll give you more insight. The people setting up your mortgage won’t be reading your deed to make sure it’s set up correctly so make sure to double check their work. If you call you’ll always get a different answer depending on who you’re lucky enough to talk to, none of them will be quite right. But don’t worry, they’ll all be sure to assure you “I would have made the same mistake” when they hear what previous “customer service” representatives did or said, because apparently mass incompetence in a feature here at Mr cooper. The most useful customer service representative you’ll get is from companies they outsourced their work to. Also make sure to double check with your county that your property tax was properly paid, because Mr cooper certainly won’t if you have escrow through them. To Mr coopers credit, they did pay the $16 late fee for letting my property almost go to auction. Better yet, probably just pull your escrow and make your payments yourself since you’re doing all this effort. If they provide no guarantees and no benefits to their mistakes, and will let you do all the work anyway, why not just do it for free yourself. The app maintenance is almost always done at the end/start of the month when you need to make sure they didn’t mess up your mortgage payment because logically that’s the time when people will be less impacted.

I’ve been using this app for about 5 months now to pay my mortgage. A couple months ago, I added a savings account as a backup in case something ever went wrong with my checking account that the payments usually come out of. For some reason, Mr. Cooper decided to try and take out my auto payments from this new account, even though I have them set to be taken out of the checking. There was a huge fiasco where they took the money out of my savings account, it was rejected by my bank, Mr. Cooper then claimed it was actually taken out of my checking but my bank said otherwise, and I had to pay multiple late/returned payment fees to both Mr. Cooper and my bank for their mistake. I had Mr. Cooper remove the savings account from my profile to prevent any further confusion on future payments, and for some reason, it continues to be added back into my account, even though I myself have removed it from my profile multiple times (I am only able to remove it by logging in to the account on a desktop computer, not my phone app, and even then, when I remove only the savings account, it removes BOTH my accounts and I have to re-add the checking account I want the money taken out of). This has become extremely frustrating and maddening, to remove one thing only to have it delete both accounts and then magically appear on its own. Customer service is always perplexed and has been unable to assist me with this, but I think the issue is the app developer’s fault and needs to be addressed and fixed immediately.

I’ve had multiple loan companies on my house loan and none of them compare to Mr. Cooper in general let alone this APP. I’d prefer to manually pay my payments each month just in case I don’t have enough saved up. I can literally just swipe my finger and can make a payment anytime I want for free. My other company made me make payments over the phone through an automated system which would take close to ten minutes per call. This APP also has a FAQ about your loan and anything you really need. I hope that my loan will stay with this company for the rest of its duration. Couldn’t be happier