Review Time
Staff are either willfully withholding information or internal processes and training are severely lacking. I am owed over $4k for escrow surplus. Mr Cooper issued a statement in August reflecting this, but has never sent my check. I have contacted 3 times in 4 months. I am told my check has been reissued and to wait 30 days. Most recently I was told that my last request to reissue the check was denied - but no one ever informed of this. I've also been told different things about my options. For example, I asked if I could receive a wire transfer or a check with tracking. Initially they told me no the first 2 times. Finally a rep told me yes on third request. When asked for instructions in writing on how to request the wire transfer, was told they're not available. I asked who am I supposed to send the request to? They said "research." How would anyone guess that? I now had to pay a fee to have my money sent to me via FedEx (despite it was their failed processes to actually issue it). I have zero confidence they will do the right thing / follow through on their last commitment, so I have resorted to filing a complaint and public reviews. I did not choose this company for my mortgage; my loan was sold to them. I would not recommend them to others.
I called and stated we were affected by the shutdown and my SS check which pays my mtg would not deposit until the 12th of NovemberRep said no problem and waived late fee and no 30 day late and would NOT REBILL I said I would pay by the 12rth.Welll you rebilled and of course it bounced like I said it would and now another NFS charge of 25
Mr Cooper recently teamed with Rocket Mortgage. Part of the transition is to assign a sort of liaison to each customer to help with anything they may need. It is a unique service, in my experience, & very helpful if you need it. Talking to 1 person instead of someone new each time should streamline the process & make things easier all around. The only problem I've had with this so far is that I've been bombarded with email & phone calls to refinance, etc. ever since. They can limit this to maybe 1 email a month, I think that most customers will know how to get in touch if they need to!Thanks!
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