Nation Star Mortgage Holdings

Kelly Burch

I have only had my mortgage through USAA (serviced by Nationstar, now Mr. Cooper) for about a year. Through multiple calls already to their service department I have learned that they do not appreciate their customers or hold the \customers always right\ belief. First, I had an agent argue with me that biweekly payments are a myth and do not benefit customers. BIWEEKLY LITERALLY MAKES AN EXTRA PAYMENT EVERY YEAR! Basically their system doesn't have a way to process biweekly payments, they just hold funds until a full payment is made and then apply it. Second, their system did not give me confirmation that a payment was made so I accidentally submitted it twice. After a few hours on the phone sorting it out, they will not waive a fee associated with the situation because \it was not a service error.\ I explained that no email confirmation was sent to me AND no pending payment showed in my account. I assumed I never hit submit. They will make no good faith effort to waive any fees. I am always on time with my payments and this was an honest mistake along with a system error on their part. They are just greedy. I'm sure most mortgage companies are, but I intend to do my research next time and find a company that actually cares about keeping customers happy.

like

Report