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 has 14 locations, listed below.

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  Mr. Cooper

  800 State Highway 121 Bypass Lewisville, TX 75067

  
• 

  Nationstar Mortgage, LLC

  38777 Six Mile Road, Suite 114 Livonia, MI 48152

• 

  Mr. Cooper

  110 Triple Creek Drive, Suite 10 Longview, TX 75601

• 

  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:05/30/2025

  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 being charge for insurance when i have it. There is no live person to speak to.This company *****

  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:05/30/2025

  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.

  We had a complete loss of our home in the Pacific Palisades, CA fire on Jan 7, 2025. Mr. Cooper holds our mortgage, with $355,856K outstanding. To date we have received funds in excess of the outstanding amount of our mortgage from State Farm (our insurance company) that Mr. Cooper REFUSES to refund to us. The latest check from State Farm is $166,272.52 which (again) is IN EXCESS of our mortgage with Mr. Cooper, yet Mr. Cooper continues to hold this money and not release it back to us. **************** has been insensitive, rote, and seems to have no interest in assisting us. Our claim tracking is ******** Our Mr. Cooper account is #********** Please RETURN OUR $166,272.52 AS SOON AS POSSIBLE.Thank you.

  Business Response

  Date: 06/06/2025

  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:05/29/2025

  Type:Sales and Advertising 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 applied for recast of mortgage in February 2025. Made lump sum payment and paid the $250 fee. It was approved, but they only sent me an agreement to sign in April, when I was oversees. I immediately upon receipt of same emailed the signed document and sent a wet ink signature via *************. However, they emailed me on May 20, saying I had to send an ink signature once I returned home on May 24. They did receive the ink signature sent via ********** on May 14, and never ever confirmed receipt until I called their useless customer service on May 27 who said it was received. They had sent me a ***** label to use which was not acceptable by ***** as where I live is International (*****************). I had to pay ***** to resend another ink signature, when they already had one. I immediately notified them via email and asked them to email me a corrected label. They never did. I have made several emails to them between Feb and today, May 30 and barely received any response. It is impossible to speak to anyone in the ****************** **************** only tells me they will let Recast know. There is no one in that department to speak to. I asked for a supervisor and got zero response. I have paid my fee, paid my lump sum and done my part. This company is acting in bad faith as far as I am concerned. They have my wet ink signature since May 14, and yet act as though I have not sent it to them. There is no one to speak to directly about this issue other than a barely English speaking person who just gives me the runaround. My new mortgage payment is supposed to take effect June 1, but they appear to be withholding my fee and not doing anything. A disgusting, unprofessional company. I know there was a lawsuit against them before regarding the same issue and others. And, seeing from all the negative reviews, it appears nothing has changed.

  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.

• Initial Complaint

  Date:05/29/2025

  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.

  A mistake was made reporting a late payment to credit bureau the company fixed the error and i was told by one then one person it would be reported to credit bureau however the last person i spoke to said they where wrong and said they told me wrong information so i would like this resolved. I have attached the correspondence they sent showing i was never late and this was mistake.

  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.

• Initial Complaint

  Date:05/28/2025

  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 just moved and I was notified by GoMortgage that my new mortgage company is now Mr. Cooper. GoMortgage sent me a letter on 05-06-2025 alerting me of this and said that Mr. Cooper would be sending me a welcome letter with pertinent information. I have NOT received any information of any kind from Mr. Cooper. I have tried every possible way to connect with someone at Mr. Cooper about this issue, but I cannot get through to anyone. The automated system does not recognize my GoMortgage loan number. I also need to talk with someone to know if the amount they want me to pay each month includes insurance and property taxes and also about changing the payment date. I have a great credit score, but if Mr. Cooper does not give me the essential information I need to continue to be a good mortgage payer, Mr. Cooper is setting me up for failure.

  Business Response

  Date: 05/30/2025

  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:05/27/2025

  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.

  In 2024, I applied for and received 3 months of deferment since I experienced a hardship due to storm damage and health issues. Because of this, I was short on one of the 3 payments by ******. I was told at the time of signing up for deferment that I could apply for a payment arrangement to split the remaining amount within 6 months to collect and complete the missing payment. I was making payments of ******* (that included *****). Once completed, that should make my payments caught up, so I usually pay on the 20th of the month to cover the 1st of the next month's payment. I was told I was missing a payment. After reaching out, I was sarcastically informed that I was missing a payment and provided options to catch up. After receiving evidence of the payment history, it was determined that my ******* that should have been sitting in suspense status was applied to principal without my permission or request. When I called back, I was told it could be fixed, but that my 1098 would have to be adjusted and that could hurt my tax filing status. I asked to then change my due date to the 5th so I have 15 days grace to cover the payment without late fees. I was told no. I didn't hear back and I see that my next payment is due to June 1st and that should not be the case since my suspense payment and the ***** x 6 should have completed the missing payment. I should not be penalized for the incorrect method used to apply my payment and should not have to amend my taxes because of this error on Mr. Cooper's fault.

  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: 06/05/2025

  I am rejecting this response because:   although my concern is primarily over the incorrect application of my payment, I will disagree that the **** I spoke to the longest was rude by being professional, but sarcastic at the same time. The late fee was not waived as a courtesy, as I will state further below, my account was not late. The fee should have never applied. - Now - As far as the payment corrections are concerned, as I looked at my account today, I am showing a remaining balance of ****** due for June 1. This again is incorrect. How can I still owe on my mortgage, if, my payment was corrected from Nov 2024 of ~*******, in addition to the ***** x 6 that was being taken from my restructured payments. If you take those payments, it should equal the ******* that was to replace and complete the partial payment of ******* back in July. Prior to the ordeal, I was always paying 10 days ahead. Every payment I made on the 20th of the month was for the upcoming month (Dec 20 payment would apply for the payment due Jan 1). You can see that in my payment history that you can see in your records I requested. So please explain how I owe a balance, and late at the same time? Since you are also causing a tax implication because of your business error, I believe you should also be liable for any tax implications or adjustments to my tax filing that may occur. 

  I hope you are able to correct this issue and move forward as a mortgage customer of **********************. Please let me know if this can be resolved, or if I need to continue by submitting my documentation to the *********** of Savings and Mortgage ************ by filing a complaint there as well. I will show them my payment history, log of conversations, and the response here if necessary, because, in the end, I should be current on my payment that should show due July 1, 2025 as of today, 6/5/25. Please advise. 

  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:05/27/2025

  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 late payments from NATIONSTAR/MR 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: 05/29/2025

  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:05/23/2025

  Type:Customer Service 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 filing this complaint due to serious and unresolved issues with Mr. Cooper Mortgage related to payment processing, escrow mismanagement, and the inability to reach a live representative to resolve urgent account matters.I have consistently paid my mortgage on time, even during financially difficult periods like the ***** pandemic. I am enrolled in autopay, and yet there seems to be an issue with how Mr. Cooper's system apparently failed to process my April 2025 mortgage payment. Additionally, I recently discovered an escrow shortage caused by Mr. Cooper double-paying my homeowner's insurance, a mistake that is now being passed onto me in the form of increased monthly *********** make matters worse, I have tried to contact their customer service multiple times by phone *************) and followed all prompts to speak to a representative. The system loops endlessly and refuses to connect me to a live person. I have attempted to reach out through multiple avenues and cannot get assistance or answers.Despite these issues, Mr. Cooper continues to aggressively call me daily with refinance offers, while ignoring the urgent need to resolve a payment and escrow issue that they caused.I have filed a formal complaint with the Consumer Financial ***************** (CFPB) under case number 250523-21018484, and I am filing this BBB complaint in parallel.

  Business Response

  Date: 05/30/2025

  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:05/23/2025

  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.

  this company mr ********************** has acquired my loan not happy about that well before they did I did in fact make **** payment with the other loan servicer well since then mr ********************** is now sending me letters stating I am late for may I am in fact not I have talked to the other bank that had my loan and they state I am current but as you see MR ********************** does not have his facts straight and it has been well over 2 months now and they continue to state I owe for may I DO NOT I will continue to fight this out and will take it as far as I have to about this company they messed with me on my last loan IT WILL NOT HAPPEN THIS TIME I SHALL KEEP A CLOSE EYE ON THIS COMPANY

  Business Response

  Date: 06/04/2025

  Please see our summary response attached.  We are sending a resolution response to our customer under separate cover. Thank you for the opportunity to assist you.

• Initial Complaint

  Date:05/22/2025

  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.

  Last year (2024) Mr ********************** bought my home loan. They then failed to pay my home insurance bill, due to a mistake they later admitted to, in September 2024. The insurance lapsed, and by the time I found out about ti, they would not reinstate the policy. All but one insurance company has pulled out of my area, which is designated as lava zone 2. This one remaining insurance company is, of course, charging over triple the previous rate. So now, as I am required to have homeowner's insurance by the terms of my loan, I was forced to buy this expensive insurance and my mortgage has gone up by $480 a month (the insurance premium is $7000 a year as opposed to the $2000 a year I was previously paying). A representative of Mr **********************, the one who acknowledged their error, said he would have Mr ********************** pay the difference in premiums into my escrow. They were unable to push that action through with their escrow department. I am left with an extra $150,000 to pay over the lifetime of my loan.

  Business Response

  Date: 06/05/2025

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

  Customer Answer

  Date: 06/06/2025

  I am rejecting this response because:   Their response gives no assurance that I will continue to receive payments of the $4,956.16. ($7,081.16 - $2,125.00 = $4,956.16) every year. The remaining lifetime of the loan is 26 years, and this is how long their mistake will impact my finances. I would not be satisfied with less than $128,856 (26 years x $4956/year) or assurance in writing that I will receive credits every year representing the difference between the insurance policy they lost and the new more expensive one I was forced to purchase. Based on their escrow analysis, I am already paying for next years higher insurance costs to avoid an escrow shortage. This means they have already failed to correct the entirety of their mistake, as my payments are $480 more than they were before the error.

  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.