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Business Profile

Mortgage Broker

Mr. Cooper
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Mr. Cooper has 14 locations, listed below.

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    Customer Complaints Summary

    • 2,289 total complaints in the last 3 years.
    • 814 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 mortgage was transferred to this company last week. I have not been able to make contact with a live person for this company after several attempts. AI is the only available source of contact. I have tried every phone number listed as well as live chats with no success.

      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.

    • Initial Complaint

      Date:06/04/2025

      Type:Billing Issues
      Status:
      Answered
      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 late payments from NSTAR/COOPER on my credit report. I have been on time for 99% of my payments. The months that report a late payment was due to an ACH payment issue with my bank and I was never notified about it. I would like to ask if upper management could submit a request to the credit reporting agencies to remove the late payments.

      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.

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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. Cooper Mortgage did not pay my county taxes when they were due in December/January. I called in April to find out what happened and it is now June 2 and they are still not paid. This has gone from mailing it to the wrong address to just refusing to pay them. I have moved the closing on my house once already and will need to pay the taxes upfront since they have taken the tax money out of my escrow account but have not managed to actually pay the county taxes.

      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:06/03/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      We pay our mortgage monthly and our homeowners insurance insurance is included. Earlier this year we changed insurance companies. We notified Mr ********************** of the change, my insurance company notified Mr ********************** of the change. Both os us were notified that our submission was received and lated we received notification that everything was accepted and no further action is needed. A few days ago I receive notice that Mr ********************** added a policy almost four times what I pay. I go back into their website and all my insurance info is gone replaced by their policy. My insurance agent and I have downloaded again to their site. I have called you cannot get a hold of a human and the ** runs you in circles.

      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.

    • Initial Complaint

      Date:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 disputing a **** on my credit report through *******. Our mortgage is through NationStar DBA Mr *********************** In August and September 2024, our mortgage payments were not withdrawn due to a system area. We did not request cancellation of our autopay, and Mr. Cooper failed to notify us. Upon realizing the issue, we paid both missed payments in full with the October mortgage. We paid August, September and October payments in one payment. I contacted Mr. Cooper on May 28th, 2025, for assistance with this dispute but they ended the conversation prematurely and would not assist in this matter. Please investigate and remove the late payments ****s, as they resulted from a technical error beyond our control.

      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:06/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 was trying to get information about what type of home insurance I needed and the only way to get this info is through automated and chat service, requested to speak to a person and was told this wasn't available to me which doesn't make any sense, as if I want to refinance and for getting a loan, they have someone available in less than a minute.

      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.

    • Initial Complaint

      Date:06/02/2025

      Type:Order Issues
      Status:
      Answered
      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 called Mr. Cooper in March 2025 after finding out my wife was diagnosed with Lewy body dementia and Parkinsons. I asked for a forbearance on my loan which they said I didnt qualify for because there was still income coming into the house. I have lost over $2300 a month and they are trying to give me a modification which is $40 less than my original payment. Ive asked them if I could send proof of income so they can base a modification off my current income. So far theyve denied that also Ive asked for a 40 year term on my loan, but they will not give me a straight answer. Ive sent an appeal in to Mr. Cooper and Im still waiting for answer to this day. If I dont make a trial payment by the end of June, they will start foreclosure proceedings what Ive been told. It seems like Mr. Cooper is not willing to help a person with lost income until my wifes disability payments are approved.

      Business Response

      Date: 06/26/2025

      Please find our resolution summary. A resolution response is being sent to our customer under separate cover. We thank you for the opportunity to assist you.

    • Initial Complaint

      Date:06/01/2025

      Type:Order Issues
      Status:
      Answered
      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.
      Per my attorney, Mr ********************** Mortgage is saying that I owe in excess of 5000 dollars in mortgage payments and despite Mr ********************** being notified by my attorney that I was out of work for a bit to care for my wife who's dieing of stage 4 matasisied to bone cancer, they have threatened to immediately move forward with foreclosure on my home if they aren't paid some number in excess of ******* I'm not sure exactly what it is by mid June exactly must be paid. Im back to work and I'm trying my best. The statement I have attached said as mAy 1 2025 I need to pay ********. I've paid ***** already. How do I owe an excess of $******* My current statement reflects otherwise. Why are they not giving a better time chance to pay even though I'm offering 1000 per week until my debts paid current? Why would they want to make my life any harder and not help me when I'm making every effort to pay asap?

      Customer Answer

      Date: 06/04/2025

      I made a recent payment via certified check of $1,150 to Mr ********************** Mortgage company as I have been doing for a long while now of at least 6 years. Recently I was made aware via sources close to me the company may have changed to ***************. I have not yet seen my last payment of $1,150 posted to my mortgage account. The most recent statement I received from Mr ********************** is for $4,060 and that payment of $1,150 needs to be subtracted from that $4060 however if it's ************************ that my mortgage payments should be made out to them what happens with the $1,150 I made to Mr ********************** for my mortgage account?????

      Business Response

      Date: 06/05/2025

      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: 06/06/2025

      I am rejecting this response because: 

      I have an actual statement from this company that I've attached to the complaint that reads I own ***** dollars and change currently. I've recently made a payment of ***** that they have not processed and so I have an ongoing banking investigation to see who cashed the certified bank check made out to Mr *********************** The total does not equal over $5000. Am I supposed to believe the statement they send or someone's word of mouth within their company? 

      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:06/01/2025

      Type:Billing Issues
      Status:
      Answered
      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 was approved a loan modification on Loan #********* with 1st payment being due on 06/01/25 in the amount of $201.66, I then received a statement dated 5/21/25 with a total amount $435.93, I called customer service and spoke with one of the specialists who verified that my actual payment was suppose to be $201.66 but she couldn't explain to me why the statement I received showed a different amount, after being on the phone with her for over an hour with her texting a third ****** regarding the situation, she finally stated that she would text the specialist that was handling my loan and he would get back with me within 48 hrs. I still haven't heard from **** ******, the specialist that she was referring my complaint to. I went online to pay the amount that I was approved and it showed another amount $503.02. This is not my first time having to involve BBB with a complaint on this company.

      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:05/31/2025

      Type:Order Issues
      Status:
      Answered
      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.
      On page one, paragraph 2 of Mr. Cooper's response to my CFPB complaint, they stated that it was a "legal requirement" to obtain flood insurance for my property. I would like for Mr.********************** to provide the statute or law that mandates flood insurance on a property that is located in a low risk CBRA zone (zone X). I have lived in this home for over 22 years and have never had any flooding issues, nor have l ever been required to obtain flood insurance. I am still zoned as low risk, flood zone X ( not zone V, that Mr. Cooper initially indicated). In their reply to my complaint, dated April 24, 2025, Mr ********************** acknowledged that they were incorrect regarding the flood zone for this property (page two, paragraph one). However, Mr. Cooper placed a forced flood insurance policy on my home on April 28, 2025, despite the fact that evidence of coverage was provided to them on April 21, 2025.On the forced insurance obtained by Mr **********************, they misidentified my property as being located in a high risk flood zone V. Mr ********************** has acknowledged that this is false as indicated in their reply to my CFPB complaint

      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.

    Mr. Cooper is BBB Accredited.

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