Complaints

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

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  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:06/10/2025

  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.

  Several months ago Mr. Cooper bought my loan from *************. These people are dishonest and tried to make me fund an escrow. On my loan with ************* I had no escrow and I paid my own insurance and taxes. According to the law if they buy the loan they cannot change this.I hope you have the file from several months ago and please remind these dishonest people I do not have to pay into an escrow.thank you

  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:06/10/2025

  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.

  Back in March 2025 I reached out to my Mortgage company to refinance my loan. I told the agent I did not want to pay for an appraisal as I was unsure if I could get approved. I was told I had to get an appraisal to move forward but I would get a refund if it didnt work. Unfortunately they were not able to get the number down so I said just cancel request. The agent then put in a request for refund. I have been on multiple calls with the company and was told they were working in it. Today I received an email, not even a call that I was promised, saying since I canceled the request, I would receive my $625 for my refund.

  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.

• Initial Complaint

  Date:06/09/2025

  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 have been with Mr. Cooper for more than 11 years paying my mortgage. I am trying to pull out some equity to make home improvements I owe 97k but according to their own info I have 186K in equity. The money would only be used for home improvements Refrigerated Air Garage Door Stucco ************** I am currently going through debt consolidation through ********************, because that is impacting my credit they refuse to issue me an equity loan. I have way more in equity than owed I believe they should take that as well as me paying consistently and on time for 11+ years.

  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.

• Initial Complaint

  Date:06/09/2025

  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.

  Beginning May 1, 2025, I attempted to provide Rushmore Servicing with an updated homeowners insurance policy declarations page, and asked them specifically not to send payment to the previous insurance company. I have received absolutely no correspondence from them until today, (dated June 2, 2025), received June 9, 2025, threatening for Rushmore to purchase a policy for me. They have completely disregarded any and all emails through their website, and through email correspondence, even though my insurance company and myself have attempted to resolve the issue when the new policy was put into place. I want Rushmore to fix the issue immediately, and send my money in escrow to the appropriate insurance company so that my house payment, will, in fact, show that my new policy is being recognized. Rushmore Servicing is the most inept, unprofessional, dysfunctional loan company I have ever worked with.

  Customer Answer

  Date: 06/12/2025

  I am now receiving notices from my new **************** policy that the policy will be cancelled by June 24, 2025 if the payment is not received.  According to Rushmore Servicing, the payment has been sent, but there is no record of it on my ****** account.  Had this been taken care of in May, 2025, when I originally emailed and secured paperwork to Rushmore Servicing about the change, this would not have happened.  There is absolute negligence on the part of Rushmore Servicing.  This company is terrible!  There is no way to communicate with them, unless a person is willing to spend an hour on the phone trying to talk to an actual person.  They do not read the emails, no matter how many times correspondence is sent, and then they are scrambling when it finally comes down to trying to fix the issue.  This company should be shut down for their negligence and untimely processing of urgent issues.  There's no excuse, and it's not rocket science when the information is spoon-fed to them, and they still can't get it right!  

  Customer Answer

  Date: 06/12/2025

  I just finished a conversation with someone in the insurance department at Rushmore Servicing.  When I asked about the payment being sent, I inquired as to whether it was mailed as part of a bulk check or mailed.  She told me the payment had processed today, but my insurance company is still showing that the payment has not been received.  The representative at Rushmore told me that the check had been cashed today.  When I said that the email told me it had been taken care of June 10, she then told me that the money had been wire transferred, and went through today. ??  She told me it was sent by check, but now it was sent by wire transfer?   Then, where is it???  ****** still isn't showing that the premium for my hazard insurance, which is paid through escrow by Rushmore Servicing is late, and that I may be at risk of losing my homeowners' policy if it's not taken care of.  I am at a complete loss, and really tired of the run-around I am getting by Rushmore Servicing.  

  Business Response

  Date: 06/13/2025

  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: 06/15/2025

  I am rejecting this response because:  I don't see any accountability taken by Rushmore for the correspondence they had in an email message regarding the policy change in my hazard insurance.  I am not accepting that I am at fault for the lack of communication.  This was clearly the fault of Rushmore Servicing.   Yes, I did send an email to Rushmore on May 2 stating that I would be sending the Declarations page for my new policy as soon as I received it.  On May 6, 2025,  I sent an additional email WITH the Declarations page to Rushmore for the new changes, and Rushmore didn't respond, and didn't make the necessary changes to my account. My insurance agent also sent the Declarations page to Rushmore, several times, and I sent other correspondence to Rushmore regarding the timeliness of the  change!  Although the changes have now been made within my Rushmore account, I am not okay with the way this situation has been handled, as it becomes increasingly difficult to deal with Rushmore regarding any issue at all.  Look at the dates on the emails in my account that were sent regarding the policy changes.  As a result of this inept disregard on behalf of Rushmore, my insurance is threatening to cancel my policy due to Rushmore's negligence, and untimely payment of my premium.  The due date was May 15, 2025.   As of Friday, June 13, 2025, over a month later,  the payment for insurance out of my escrow account STILL has not processed with ***************** and we have no record of the payment being sent by Rushmore, other than a blanket email from Rushmore.  Rushmore has had ample time to fix the problem, and I refuse to be the blame for their own unprofessional handling of this and every other situation I've had with them.  

  Customer Answer

  Date: 06/15/2025

  Although my last response still stands at the lack of accountability by Rushmore, I was able to get into my new insurance account, and I do see that the payment has posted for my current policy.  

  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.

  Customer Answer

  Date: 06/20/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:06/09/2025

  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.

  I am seeking resolution on how to make a payment to either Gold Star Financial or Mr. Cooper, I recently closed on a condo on 4/21/2025:************************************************** I have contacted both Mr. Cooper and Gold star Financial to make my first mortgage payment, which every time I call my account is unable to be located. Please help me make my mortgage payment and have someone provide me my welcome package information via email to ************************

  Business Response

  Date: 06/11/2025

  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:06/06/2025

  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 received a check for ******* from my insurance to fix the rooftop. I sent the check without signing it. Instead of signing and returning it back, they deposited and credited to the principal. Now I am waiting for them to give me back the money so I can pay the claims to fix my rooftop. How can they deposit it without my signature? Fix the problem. They gave me no case or ticket number. That i need to wait 5 business days.

  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:06/06/2025

  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.

  I have a mortgage that is recently transferred serviced by Mr. Cooper. It has been a terrible experience dealing with this firm. They trick you into not getting paper statements then when your escrow goes up you are not notified unless you go on line ****** to use their website. When your payment is short they apply it to principle so they can collect a late fee and ruin your credit. These are bad people and I understand that our US senators are upset that they exercise monopolistic threat to consumers by merging with Rocket Mortgage.Mr. Cooper continually tries to get their customers to borrow more money against their homes with all the emails and texts and calls. It's hard to respond to important communications when they with all the marketing interruptions

  Business Response

  Date: 06/10/2025

  
  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: 06/10/2025

  I am rejecting this response because:   The error was made by them. If the statements were sent for the last 6 months and never received that  is statistically next to impossible. They changed my statements to on line only with out my consent. Then when the adjustment for  increased escrow never retrieved by me because I was expecting paper statements. As a result they charged a late fee and dinged my credit. Never had this problem with the 2 previous loan servicers. I am glad Our concretional delegation is looking at this firms business ethics.

  Business Response

  Date: 06/11/2025

  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: 06/12/2025

  I am rejecting this response because:   They didn't remove the negative ************* reporting. This is not a truthful reporting and abuse of reporting authority.  

• Initial Complaint

  Date:06/05/2025

  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.

  Mr ********************** services my home mortgage. I listed my home for sale. We received a full offer with a closing date of May 15, 2025. Upon requesting a payoff from Mr. Cooper, it is showing 2 payoff amounts: one for $77,717.89 and another for $126,201.24 with a line time description stating, "LENDER PAID EXPENSES". On 9-25/2012 my wife and I were approved for loan modification Agreement with *************** who serviced our loan at that time. We were approved for a loan forgiveness program in which they permanently forgave $126,815.74 off the principal loan. This number corresponds with the LENDER PAID EXPENSES amount of $126,201.24. In order to get a clear to close, needed new payoff with the corrected payoff amount of $77,717.89. On May 14th I called Mr. Cooper to alert them of this matter, asking them to remove that $126k expense from our loan **** and provide a revised payoff. I spoke to a ***resentative who confirmed she saw the loan modification on my account showing the loan forgiveness amount. She admitted the loan modification that was received almost 10 years ago was accidentally processed as a deferment and not a forgiveness. The *** said she would contact the modification department to alert them of this matter. I have made about half a dozen calls and emails keep getting the runaround. Im told modification **** does not take incoming calls and I cannot speak to anyone other than ***************** We lost a sale of ***** as the buyer did not wish to wait. We relisted & have several offers on the home, but cannot proceed since we do not have a corrected payoff. Every time I request an update on my payoffMr. Cooper is now charging me $70 They are processing the request as a regular payoff. I contacted three major news networks as well as an attorney for help & have an interview with *************. Mr. Cooper is one of the worst servicers They do not care about customers whatsoever. I hope my interviews with news networks will help bring about resolution.

  Business Response

  Date: 06/27/2025

  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:06/05/2025

  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.

  You can't talk to a person. You can never get past their automated system. They keep calling me to collect a debt, but I am on autopay and the payments are coming out as scheduled.

  Business Response

  Date: 06/12/2025

  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:06/04/2025

  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.

  Company states PMI removal automatically once loan reaches 78% ***. My loan is currently at 69% ***....$20,000 less than the website states, and yet I am still paying PMI. Website says written requests only required for 80% (early). Website is making fraudulent claims and continuing to charge ***.

  Business Response

  Date: 06/09/2025

  
  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.