Jill's Story

I just wanted to send a quick note to say how thankful I am to Josh and the entire team at Mr. Cooper for helping me buy my new home. Without them—and without the Mr. Cooper Close On Time Guarantee—I don’t think I would be in my home today.

Let me back up a bit. I’ve actually been a Mr. Cooper customer for years. When I started thinking about moving last year, I thought: Well, why not go with a company who already knows who I am?

I’m so glad I did.

From the very beginning, Josh helped me understand all the costs I could expect, what rate I might be able to get on my new mortgage, and how to keep the process moving forward. Pretty soon I found a house I wanted to put an offer on, but I got nervous when I found there were a multiple bids. I immediately called Josh and asked him what I could do to get in the front of the pack. That’s when he told me about the Close On Time Guarantee. I knew right away that this would give me the edge I needed.

I put in my offer on a Wednesday and by that Friday they’d accepted. Exactly 21 days later my loan closed, as promised.

The entire process was so easy. I could track my loan on the Mr. Cooper app and website. And I signed all the documents electronically so there wasn’t a mountain of paperwork. I’m not a techy or anything, but it was all very easy to follow.

I really can’t thank Josh and everyone at Mr. Cooper enough. Not only was it a great experience for me, my Realtor was so impressed she asked if she could refer her other customers to Josh and Mr. Cooper. And this past spring when my sister told me that she’d decided to buy a house, I told her she’d be a fool not to go with Mr. Cooper.

Thanks again. I love my new house (it has a driveway!), and I don’t think I would be here if it weren’t for you.

Actual customer experience. Results not typical. Your results will vary and you may not have similar results.

Mr. Cooper will issue a check equal to the first month’s principal and interest payment. Customer is still responsible for making all scheduled loan payments. The Mr. Cooper Close On Time Guarantee is subject to important terms and conditions. See below for full terms and conditions at https://www.mrcooper.com/buy/home_loan?internal_ref=buy_overview_close_on_time_guarantee_read_more&web_keyword=buy_home_loan.

Ashanti's Story

OK, so, let me just say that this darn loan has caused me MUCH grief over the years. It was one of those amazingly bad loans that provided us the opportunity to move our family into a lovely home in a beautiful neighborhood. The interest only time frame was wonderful …but things quickly got crazy once our note doubled then continued to increase every year. Many people in our area lost their homes during this time, however, we have really worked hard to honor our crazy commitment, not default and still have a positive quality of life for our kids.

I have tried numerous time to explore options to stabilize our payments and responses have ranged from suggesting that I fall behind on payments in order to get help, saying that that things could work but that I’d have to come up with ridiculous amounts of money to close, to flat out denials with no real follow-up or suggested next steps. Most of my communique’s have felt distant, disengaged and left me feeling invisible and without hope or real options.

The day we connected, I expected much of the same, however, I was pleasantly surprised when your warm spirit leapt through the phone. Surprisingly, I kind of believed you when you said you would work with me until we figured something out. Although I didn’t think we’d actually come to a resolution, I felt confident that even if we didn’t, that you would really advocate for me throughout the process. You did that and so much more. Your constant follow-up, honoring of your word and pleasant nature was delightful. I appreciate your behind the scenes time and effort and THANK YOU for putting in the work to support me in being able to pay for our home and provide for our family without constantly stressing about the high percentage of our income that was going to living arrangements.

You have been an absolute blessing, my mortgage miracle maker and my reassurance that there are still people out there who care about their work and the people they serve. As an educator I am ALL IN for my students and team and am disheartened when I don’t see others take that same pride and time when I am on the receiving end. I am sometimes numb to the lack of care however, your light woke me right on up. I assume that you don’t often get to see the faces on the other side of the phone, so, I’d like to take the time to introduce you to my family (see photo). Each of them knows who you are and we all THANK YOU FOR YOUR SERVICE!

Actual customer experience. Results not typical. Your results will vary and you may not have similar results.

Mike's Story

Hey Dan. I wanted to give some feedback to you and Norris who navigated me through this process to finance the home repair items that we discussed over these many weeks. This entire project was somewhat stressful to me in dealing with subcontractors and your team to determine what my best options were. Dan, you were very even keel in responding to my questions and concerns especially when I asked for a last minute change in the loan term. You made me feel at ease and supported my decision process with facts and fast answers to my questions. What I appreciated from you and Norris was:

• Knowledge of your offerings and solutions.
• Understanding my situation and asking the important questions to help you build a solution that I needed.
• Ease of working with you both.
• Accessibility and fast return response to my calls when you were not available.
• Professional demeanor – you really did treat me like an important customer.
• Consulting me on what were my best options which helped in my decision process.
• Overall significant satisfaction with your performance in representing Mr. Cooper to me the customer.

Thanks again Dan and to you as well Norris. You both seem to work well together as a team and I hope that you can pass this feedback on to your direct reports (supervisors/managers). If I knew the names I would do it myself. We have my closing scheduled and I am looking forward to starting these construction projects to improve our home.

Actual customer experience. Results not typical. Your results will vary and you may not have similar results.