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.
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