Mr. Cooper

Agree with others. The requirement to enter a username and password by MANUALLY typing it in every time (e.g., No ability to select a saved email, a saved password, or use FaceID) is unacceptable for any modern app. The features in the app are nice but this makes the whole experience painful and annoying.

Didn’t want them as my mortgage company in the first place as it was purchased. Now have to go through hoops to make a payment because they tell me my own personal info is wrong which it isn’t. Horrible, would never choose to use them.

The app used to be a good tool to make payments on my cell phone. Recently the app will not open one of my loans. It continues to give me an error, message time out, and check it out later. Also, the app has stopped responding to a ID and password saved app to easily integrate the information for sign in. I have worked with the technical support at Mr. Cooper who informed me that they are going to create a ticket to repair this error. hopefully these issues this will get corrected soon.

To start. The app is always trying to market some fincanal ideal or package. It doesn’t even have what I own on my loan until you click make a payment. Before me cooper got my loan: -my loan amount was display normally - I cold clock that amount and see my loan break down -can’t do this any more

App using poor security practices. Instead of loading two point authentication in the app it switches too third party browsers not default browsers in phone. Takes forever to load as well and has a continuous loading bug in the app viewing loan status summary. Poor design of app equal poor security for users. Long loading mean poor authentication errors.

You used to be able to log in with Face ID and now I have to log in my email and password every time. It won’t even save your password

Automated # does not give an option to speak with a live person. Furthermore, no option for a payoff amount, & when u finally reach someone after waiting for 30 min & finding the 5th 800#, they charge you $25 to give you the payoff balance. What an awful way to treat a client. Our mortgage is now paid off, but will be an advocate to tell people to never use this company.

I’m not sure where to begin. Mortgage was sold to them, 4 years ago. The constantly are good with raising my payment for taxes, but are using the purchase price of my home vs. the actual appraised value it’s appreciated far past 20% equity, yet they refuse to remove my PMI in my payment. They also make it impossible to update anything with escrow account. My taxes on my home are $18,000 which they love the fact it is included in my payment to do everything they can to avoid me paying down my principal. Somehow they claim even though I purchased my home with 10% down at closing, at 2.75% in 2020, that I only have 13% equity in my house? How? So last 4 years never missing one payment at 2.75%, on 30yr fixed, we’re saying even with 10% down, and the home appreciating over $100,000 in 4 years which they know because they are changing my escrow and keep claiming a shortage to then re-extend that divided into my payments over time, they can’t answer how they are evaluating that or basing it off. Then they say the $125,000 equity they are offering me is based off “Zillow” which if that is true, I’d be at like 26% equity in my home. Then they say I need to have my home appraised which only THEY can approve the appraiser who comes to my home for the evaluation which then they will charge a $500 fee for the appraiser to do so. The cherry on top, they breached our data with social security and bank info, and have no idea what happened or who the hackers are, so they offer us base level free credit monitoring to cope with it. Their customer service is a robot 24/7. It’s impossible to get in touch with anyone, and the fact I couldn’t do anything about anything given my loan was sold to them who services the loan for Freddie Mac who is just stealing at this point should be criminal, there is multiple class actions against them. I will not stop making people aware of your company until my situation is fully resolved. The fact you constantly manage and leverage the escrow, taxes and customer data to your advantage needs to be put on blast. The limitations on the application are outrageous, and you make it impossible to get things done during the day, you draw out the issue over time and hope people forget because they are too busy, or just don’t see what you’re doing behind the scenes. The escrow, tax, and payment schedule should be illegal with how it’s being accomplished, and when are we going to be compensated for all the information you breached?

Impossible to get a human on the phone for customer support. Extremely frustrating experience.

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.