Complaints

This profile includes complaints for Mr. Cooper's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Mr. Cooper has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Mr. Cooper

  800 State Highway 121 Bypass Lewisville, TX 75067

  
• 

  Mr. Cooper

  8950 Cypress Waters Blvd Coppell, TX 75019-4620

  
• 

  Mr. Cooper

  750 State Highway 121 Bypass, Suite 101 Lewisville, TX 75067

  
• 

  Mr. Cooper

  140 N Arizona Ave Ste 200 Chandler, AZ 85225

  
• 

  Mr. Cooper

  25500 Commercentre Dr Lake Forest, CA 92630

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our mortagage was taken over by Mr. Cooper in Feb. 2025, this month of June,I was unable to make a payment online, I called to speak with a person, who informed me our payment will not go thru, nor would they take any payment unless the whole *** was paid, since we are near to paying off our home mortgage, which would be over 3 thousand dollars, and we would have to go online and select pay off quote to find out ***. I inform the clerk why would I agree to pay something I didnt know what the *** was, which she verbally told me. Just last month, I was told our balance remaining was just over $600.00. Inform he while *** is due by 6/30/25

  Business Response

  Date: 06/30/2025

  Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.

• Initial Complaint

  Date:06/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mr ********************** is servicing my loan and I am trying to use their app to find my loan and make a payment and their app is unable to complete...I contacted their customer service line but the *** also cannot find my loan and I am unable to talk to a person...My payment is due in a few days...their online process is a joke

  Business Response

  Date: 06/30/2025

  Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.
  

  Customer Answer

  Date: 07/07/2025

  I have reviewed the business response and accept this resolution.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our mortgage was recently transferred to Mr. Cooper (without our approval) which appears to be part of/owned by Nationstar Mortgage LLC. I have tried multiple phone numbers, including numbers given to my by customer service chat agents and there is no way to reach a person at this company. This is a MORTGAGE company! I have tried every phone number listed and been down multiple phone trees. You cannot reach a person, and if you say agent or representative the system hangs up on the call.

  Business Response

  Date: 06/30/2025

  Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.

• Initial Complaint

  Date:06/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not accountable for the debt associated with NSTARCOOPER. There is no contract between me and NSTARCOOPER, and they have not provided the original agreement as requested.

  Business Response

  Date: 06/25/2025

  
  Please see the
  attached summary of our response. A response will be sent under separate cover
  to our customer. Thank you for allowing us the opportunity to assist you.

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home on 4/14/25 and already had a pre-approval through another lender but decided to finance through Mr. Cooper for 3 reasons: They offered 1% off the interest rate for the first year, they were offering the Close and Save program, and also because they had a Close On Time Guarantee. The closing date was not smooth at all and almost had to be delayed due to an error on their part, but ultimately, we were able to close after waiting several hours at the title company. Once closing was complete, I realized that I may not have gotten the Close and Save credit, which is advertised as 0.5% cash back to help with closing costs if you use a participating realtor (which I did). I followed up with the Purchase Mortgage Professional (which I will refer to as *** for the rest of this post) on 4/17/25 to inquire and was told on 4/22/25 that I would get a check in 7 days. I also confirmed my new mailing address at that time, which is the same as the home that I purchased and financed. I called the *** again on 5/7/25 because I still had not received the check. The *** said it has been processed and that I would get a check for "around $1,100" in 3-4 weeks from "this Monday." As of 6/4/25, I still haven't received the check, so I tried calling the Loan Processor and his number is no longer in service. I sent another message to the *** and was told that it was being escalated. On 6/9/25, I got a message saying it has been "approved, processed and sent out" - and to expect the check in about 2 weeks. On 6/16/25, I finally received a check from Nationstar Mortgage LLC d/b/a Mr. Cooper in the amount of $1 and it was made out to the wrong address. I sent a picture of the check to the *** and was asked to send a copy of the check via email so they can "escalate it right now." Words cannot express how stressed and frustrated I am at this point. I have been dealing with this for over 2 months now. This is absolutely unacceptable and false advertising!

  Business Response

  Date: 06/26/2025

  
  Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.
  

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I have a VA loan that was taken over by Mr. Cooper home loans out of **************. Before it was taken over, was through **************** home loan mortgage. We have had nothing but problems since Mr. Cooper had took over this loan. The first issue I had I was always a month ahead with **************** home loans when Mr. Cooper came above award I was paying the currently month. They took over the loan in February 2025.When they took over the loan, they sent me an escrow paper that shows the escrow difference is going to be $2.12. The new payment be $470.40. Never gave me the chance to pay the escrow difference and in May they sent me a check of the surplus of the of $555.84. Why would they send me an escrow difference of a surplus when there was a difference of $2.12 and raise my payment being a VA loanthey should be able to be able to pay the difference of the surplus. I was never given that. I had called on the phone Mr. Cooper on May 12 25. I talked to Khurana and then I was transferred to carry and that deals with escrow when I talk to ****** and on 5/12 she told me there was a surplus and that there was no negative on the payment of the escrow. I said I know that thats they sent us a check of $555.84 however, I would like to know whats the oncoming so my payment wont go up at all the differenceof the escrow surplus so I could pay that in my payment would stay the same instead of going up my payment currently was $******. it went up to $470.40. Being a VA loan and my husband actually serving in ***** Army currently deployed. It is the right to be able to pay as a consumer, the difference of the taxes and insurance. This month I called again and they told me there is no difference. Youre in a surplus is positive of your taxes and insurance for your escrow. However, this month that the payment went up to $470.40. I want to know what the escrow difference is so that my payment will stay the same at ****** by law being a VA

  Business Response

  Date: 06/20/2025

  Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I entered active duty military service on 15 Apr 2024, and my mortgage loan started on 10 Jun 2024. I requested to my loan service provider, Mr *********************** a rate reduction from my current rate of 6.75% to 6% under the Servicemembers Civil Relief Act (SCRA). Mr ********************** denied my request, since the loan started after the start of my active duty service. I sent another request for rate reduction under the Louisiana SCRA, Section 29:312. This request was denied, and Mr ********************** said the denial was because the Louisiana SCRA applies to "obligations" defined as "goods or services" and said my mortgage was not considered a "good or service." I have consulted with the Air Force Judge Advocate and have read multiple legal interpretations of the Louisiana SCRA and all agree that mortgages apply to the maximum loan rate in the law. I have appealed to Mr *********************** but I am asking for your assistance resolving this issue.

  Business Response

  Date: 06/16/2025

  Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.
  

• Initial Complaint

  Date:06/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mr ********************** obtained my mortgage this year. On 5 May 2025 I received a notice that my escrow account was projected to be short. I was given 2 options. Do nothing and my monthly payment would go from the current $1,346.10 to $1,468.33 in July 2025. Or option 2 pay the shortage of $1,98.20 and increase the monthly payment to $1,376.81. I opted for option 2 and issued personal check for $1.98.20 and mailed it along with the coupon in the notice. On the the 19th of May Mr ********************** cashed the check and I have the receipt in my US Bank statement. On June 14th I received a notice that I owed $1,468.33 mortgage payment. Thats if I did not pay the shortage. When you try to contact Mr ********************** their AI interface and put off make it impossible to contact a real person. Their accounting appears to be sub standard as they need to adjust the account properly to reflect the proper mortgage payment. Mr ********************** does everything it can to avoid talking to their customers. I had no say when they bought my mortgage. I need Mr ********************** to acknowledge receipt of the $1,98.20 escrow shortage, and adjust my house payment to the proper, $1,376.81. My account with mr ********************** is **********

  Business Response

  Date: 06/18/2025

  Please see the
  attached summary of our response. A response will be sent under separate cover
  to our customer. Thank you for allowing us the opportunity to assist you.

• Initial Complaint

  Date:06/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a fire on October 31, 2004 and State Farm is my insurance company they sent a check to me. I forwarded the check Mr. Cooper the loan company that I have on my house. They have not sent me the remainder of the funds to complete my house. This has been going on for quite some time and this is the last check thats supposed to come to me my house is completed.Ive used all my funds to get the house to the State. Its in and they have yet to send me the check that I forwarded them for $56,000 That came from State Farm insurance company

  Business Response

  Date: 06/23/2025

  Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.

  Customer Answer

  Date: 06/23/2025

  I have reviewed the business response and accept this resolution. 
  

  I would like to think the BBB for your help in this matter. I do believe that with your help it certainly expedited the outcome and the acceptance of resolution.

  Thanks ***** Mullins 

   

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost a house in May 2024. Insurance paid out full amount which came in a check addressed to me and Mr *********************** I signed the agreement to rebuild and received the first draft of 30% of the check value, that should take me to 25% completion on the new house build. I have used those 30% (72k) and added an extra 90k, to make sure my house was at least at 60% completion before calling for partial inspection. I called for the first inspection (virtual) and was told by the bank that my results were insufficient and I had only done 5% of the rebuild - mind you, 5% of the amount was spent on just getting architectural plans and permits and I had already done demo, new slab, framing, siding and windows and doors when I called for the inspection. Thinking it had to had been a mistake, I called for a second inspection ( in person). This process took 3 weeks of delay time. The inspector visited the job site and at the time I had already installed all electrical plumbing AC and roof so she placed me at 65%. Another week goes by and the bank calls to tell me I am still at 5%. When the inspector TOLD ME I was at 65%. The bank then said its because they needed an itemized list of all the work I've done, which I provided, and placed me on 70% completion based on total amount spent (of the whole project, 85% spent of the check amount).Now they keep saying they don't know why this is happening, while holding on to 140k and WHILE I AM PAYING MY MORTGAGE. Construction has stopped because I can't keep investing and the bank is still delaying/refusing to solve my situation. I have escalated the situation and keep being told I'll get a call back which I never do. At this point I am having extra expenses keeping the job site stopped while paying for labor, rentals, etc and I don't think that onus should be falling on me when I have done A LOT MORE than the minimum to meet their requirements and they're holding on to my funds that I am paying interest on but have no access to.

  Business Response

  Date: 06/19/2025

  Please see the attached summary of our response.
  A response will be sent under separate cover to our customer. Thank you for
  allowing us the opportunity to assist you.

  Customer Answer

  Date: 06/19/2025

  I am rejecting this response because:   
  Initial contact was established on May 5th with Samantha - my responses sent on May 7th. I was informed by safeguard that results were sent May 9th yet Mr Cooper only acknowledged it on May 13th. I have this conversation recorded on my texts and emails.
   At that point my completion percentage (as per schedule of values) was 50%. Results came back later at 5%, which I disputed and were readjusted to 2%. 
  which is when a second inspection was requested. (Weeks were passing)
  
  

  the second inspector (in person) originally placed me at 90% and then called me to inform the report was not accepted by Mr cooper (without me knowing). She asked for my schedule of values and adjusted it to 65% as per the schedule.
  mr cooper received it and again put me at 5%. At this point more than a month had passed. I disputed and got placed at 50%. I asked for the report from safeguard to justify their decisions and was never provided the report. So 1) I want to see the report that places me at 50% since safeguard assured me they reported 65%.
  

  now that the check was released, it was 50% of the remainder rather than 50% of the insurance check AS STATED on the terms. So 2) I will need the remainder of the 50% of the check to be released so be able to take the build to 90%. OR a new inspection to reflect the real progress (currently at 75%)
  

  Reminder that the original check was for 220k yet the project in question is budgeted for 280k - so the percent completion should be adjusted to reflect the amount spent from the check rather than the whole project. Which again places me at 75%.

  I will NOT be able to proceed to final inspection unless more funds are released since at this point only 145k have been released, of the 220k project.

  Business Response

  Date: 06/23/2025

  Please see the attached
  summary of our response. A response will be sent under separate cover to
  our customer. Thank you for allowing us the opportunity to assist you.