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

  4425 Ponce De Leon Blvd Fl 5 Coral Gables, FL 33146

  
• 

  Mr. Cooper Rushmore Servicing RightPath Servicing

  2000 N Classen Blvd., Suite N3400 Oklahoma City, OK 73106

  
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  Mr. Cooper

  110 Triple Creek Drive, Suite 10 Longview, TX 75601

• 

  Mr. Cooper

  871 Coronado Center Dr Ste 200-210 Henderson, NV 89052

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:05/19/2025

  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.

  My monthly statements are never updated correctly. I have been charged late penalties when in fact, I have been 1 to 3 months early in my payment. In my transaction activity, they are showing multiple reversal payments in escrow and in principle. Many of them multiple times in the same date. Almost like it's a computer glitch. It is nearly impossible to reach a person by phone. I want written confirmation that these late charges will be erased from my credit history and refunded

  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.

  Customer Answer

  Date: 06/16/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/19/2025

  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 spoke with 3 different customer service representatives over the last 6-7 weeks who told me that a forbearance agreement had been approved on the mortgage. I kept asking them to send me a forbearance agreement letter in the mail it never came. I kept calling in asking them for the confirmation letter telling me that the forebearance agreement had been approved, they kept telling me that they were working on it and their systems were very slow but the letter should be sent soon. The letter never came. Finally I called them back and spoke to a man who said that the forebearance agreement was never approved and that the 3 employees that what the 3 different employees told me was not true. He didn't have an explanation as to why they strung me along, tricked me and wasted my time. He said he would put a request in for the manager to do something about it and call me back to discuss, the manager never called back and did not follow up in anyway. I asked the representative that I spoke to, to credit our account for any late fees or interest charges that may have been incurred, because we didn't make the payments on the account because we were told that we had a forbearance agreement. The representative kept changing the subject and talking about everything except crediting the account and making credit adjustments on the account. He apologized for me being mislead 3 different times about the forebearance agreement being approved and said the supervisor would have to issue me the credit or adjustments to the account. I asked him what happens to the 3 different employees that purposely mislead me and took up a lot of my time because each time I was on the phone for over and hour with those 3 employees, He said he didn't know but he would report it.

  Business Response

  Date: 05/27/2025

  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.

  Customer Answer

  Date: 06/02/2025

  Yes, in the initial call I was informed that a forbearance agreement would need to be approved by the investor, but you failed to mention that I called 3 more times after that and was told by each representative that the forbearance agreement was approved. They even went as far as to say they had good news for me because the forbearance agreement was approved. 
  
  
  YOU also failed to mention that I kept asking each representative if the forbearance agreement was approved if they could send a letter in the mail confirming this and each time, I was given an excuse as to why a letter could not be sent in the mail confirming this, which is what is why I became doubtful that the forbearance agreement was really approved and I kept calling back.
  
  
  The loan was brought current on May 9th because after being told by the last representative that the forbearance agreement was really not approved and that each employee had given me wrong information, we found a way to obtain the funds necessary to bring the loan current. 
  
  
  I have examined the document that you sent showing that no late fees were charged to the loan since you have been servicing it, and indeed you are correct on your statement of this. But what about the additional interest that we may have incurred on the monthly payment because of the payment not being made on time because of the false and misleading information that we were given by your 3 employees? I could get no answers to this question when I called this is why I filed this complaint because I could get no answers, the supervisor didn't call back and to bring awareness to how your employees are giving false information to customers, taking up way too much of their time, and tricking them into believing something that simply that is just not true. If there was additional interest charged to this account because of the false information we were given, we are requesting that it be credited back to the account. If there was no additional interest charged to the account, we are requesting proof and an itemized statement showing no additional interest was charged on the account because of the false and misleading information given by your 3 employees. 
  
  At this time we are not interested in having the loan submitted to the investor for consideration because of the hurricane. If the investor didn't care about the death of one of the borrowers and the hardship it caused and the unemployment of my husband, we don't want to submit the loan for consideration because of the hurricane damage, because at this point, it has been made obvious to us and everyone else that is aware of this situation, that the investor's only interest is in obtaining money for the note and the investor could care less about the condition or unfortunate circumstances that the borrowers may find themselves in, who are left to pay for this mortgage, so we do not want to waste our time for another "consideration"!  And as for the lateness of the payment not being on our credit report, that wasn't our concern anyway, because the mortgage is not in our name, so even if we choose to never or not pay it, it won't be on our credit report. 
  
  
  
  
  
  
  Thank you for your reply rushmore servicing,
  ***** Schmidt 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  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: 06/17/2025

  I am rejecting this response because:   I need to see proof that the account was only charged $3.75 late interest because the payment was not made on time. I read your response but I did not see any documents included showing that the account was actually charged $3.75 late fee additional interest. Without seeing this proof, I am left to just take your word for it. 
  
  Please send an itemized report showing how you arrived at the $3.75 late fee adjustment or if you are unable to provide proof, please explain the method you used to arrive at this late fee credit adjustments.

   

  Worth mentioning is the fact that the $3.75 adjustment isn't much considering what this situation has caused us in terms of the amount of time this took up, the false hope given,  the disappointment, and the suffering we have experienced as a result of this. 
  
  
  Thank you,

  
  ***** Schmidt 

• Initial Complaint

  Date:05/17/2025

  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.

  NATIONSTAR/MR COOPERDate:10/7/2020 Acct#********* According to 15 U.S.C 1681s-2(a)(1)(A) and (B)to report inaccurate informationPlease DELETE this information from my credit report, pursuant to section 611 of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information.Section FCRA 611(a)(6)(B)(iii) and (7) of the Fair Credit Reporting Act, 15 U.S.C. 1681i, and send the required notifications to all furnishers of this information. Fair Credit Reporting Act, 15 U.S.C. 1681s-2 Section 623(a)(8)(D) Section 603(p), must notify consumers in writing if they may furnish or have furnished negative information to a CRA. Section 623(a)(7).According to 15 USC 168i(15) the credit bureaus have to modify or Delete fraud Account that are not reporting accurately. According to 15 USC 1681b(1) the credit bureaus dont have no written permission. According to 15 *** 1681 have the right to privacy According to 15 *** 168s- 2 A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate . (B) Reporting information after notice and confirmation of errors According to 15 *** 1681 I have the right to privacy According to 15 *** 1681s-2 A person shall not furnish any information relating to a consumer to any any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. (B) Reporting Information after notice and confirmation of errorsA person shall not furnish information relating to a consumer to any consumer reporting agency (i) The person has been notified by the consumer, at the address specified by the person for such Notices, that specifies information inaccurate, and (ii) the information is, in, fact, inaccurate.

  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:05/16/2025

  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.

  Mortgage company disbursed funds to ******************** causing my escrow account to be negative over $5000.00. Only homeowners policy I authorized payment for was VYRD. I called and requested the issue be resolved and the representative by the name *** *. was extremely rude telling me they had not paid for double insurance. She would refuse to connect me with a supervisor

  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:05/15/2025

  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.

  My mortgage was paid in full with an excess of $100000 and has not been reported to the credit bureau or updated since 2022. It is in direct violation of reporting to all 3 agencies.

  Customer Answer

  Date: 05/20/2025

  I filed a complaint with the BBB about an old mortgage not accurately reported on my credit bureau report for 3 years now and the company contacted me directly via email with threats about foreclosure notices. This company is now harassing me. My mortgage was paid in full. They do not need to be harrrasing me again.

  Business Response

  Date: 05/21/2025

  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: 05/21/2025

  Address was given.

   

  ***** Herman 

  Rushmore Loan Services sold to Mr. Cooper AFTER pay off in full.

   

  Previous address of mortgage loan

  ***** Herman 

  *****************************

  **********************

  Paid off in full October 2022. No debt, paid in full

   

  Business Response

  Date: 05/23/2025

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

• Initial Complaint

  Date:05/15/2025

  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 reporting them for the inability to have a valid **************** phone number to communicate about your accounts. I have a recorded calling of the promotional scam.

  Business Response

  Date: 05/21/2025

  
  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: 05/26/2025

  I am rejecting this response because:   I have not received any voicemail or call from Mr. Cooper. Their customer service phone number now conveniently is operating correctly. Attempting to fraudulently force customers into purchasing purchasing medical device equipment is my main complaint, which is however attached to the issue of a customer service phone number not being available for customers who may have questions about their mortgage or loan. This is not the first time the customer service line not being available.

  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:05/15/2025

  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 ********************** takes mortgage ***************** apply the funds! Causing fees & claiming late - building costs--when the customer has already paid! They will not respond/ to message center/calks- they transfer/hsbg u & take lots of money out of bank accounts! Then sit on your funds-

  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:05/14/2025

  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.

  My husband and I have been charged $1,244.50 in lender paid expenses by Mr. Cooper, our mortgage company. I have tried to contact the company to find out what these expenses are about, but it is virtually impossible to speak to anyone when you call their customer service number. Instead, there is just a machine that sends you around in circles. We would like to speak to someone and get more information about these expenses and other matters.

  Business Response

  Date: 05/23/2025

  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:05/13/2025

  Type:Sales and Advertising 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 paid the remainder of the balance due on my mortgage on 4/30/2025. The balance was $609.76. I'd submitted a partial payment of $200 earlier in April, which I was given permission to do. Upon submitting the remainder, I received an email confirmation ( #**********). After the due date of passed, I started receiving calls and emails claiming that I didn't pay the remainder and that I must submit it before 05/16/2025 or receive a late fee. Mr. Cooper withdrew the balance on 05/02/2025, but I was still being told that I hadn't paid. I contacted them via the messaging feature on the website on 05/05/2025 stating that the payment had cleared but hadn't been applied and didn't show as pending. I received a reply instructing me to send proof to ******************************************** I received a response on 05/08/2025 notifying me that documents they claimed I requested were ready to be viewed. I had to contact them again stating I didn't ask for documents and again stated the problem. I then sent the supporting documents again. This was the third time--I'd also submitted them via the inbox on the website. After a couple days with no reply, I followed up to ask when it would be resolved. I was told again to submit this information by fax or mail. I then submitted it by fax, and received a reply on 05/13/2025 stating that the payment had been applied to "corporate advances" rather than my monthly payment. This is the first time I've heard this term and nowhere on the website or in the mail did I receive anything mentioning this terminology or that my mortgage payment wouldn't be honored and would go to that instead. I just finished up a hardship reorganization with them because I was struggling with payments and now they are essentially demanding I pay my mortgage twice in the same month. I also had to do a readjustment last year and all of those payment were applied to monthly payments without problem. The current payments resumed in April 2025, also applied to the balance.

  Business Response

  Date: 05/21/2025

  Please find the attached response from Mr. Cooper. Thank you.

  Customer Answer

  Date: 05/27/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/13/2025

  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.

  Rushmore servicing has no agents available to address any loan issues. Right now it is all automative phone services for basic loan information. We have many unfair fees that need to be addressed. One is for $13000. We need to be able to talk to a agent that actually knows what's going on with our loan. Not basic services and just loop you in the same basic information that is unhelpful.

  Business Response

  Date: 05/23/2025

  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.