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

  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

  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:05/13/2025

  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.

• 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.

  Mr. Cooper started proceedings of foreclosure last year on my house. Unfortunately I never received any documentation regarding the foreclosure. I was never served with any papers. Then in January of this year I called & found out about the foreclosure. I was told by a representative of Mr. Cooper that if I paid a lump sum of $10,000 that would make my loan current again. When I called again to get the paperwork started the representative that I spoke to at that time stated that what I was told was untrue. I then hired a realtor to help me with selling my home so I could have an investor purchase it & rent it back to me. We had a buyer but on April 25, the investor had a family emergency & then he ended up backing out. When my *********** called on April 25, the representative that we spoke to stated Mr. Cooper would extend until May 7 so the new investor could close on the property. So on May 5 the title company reached out to get the title to complete the closing to find out Mr. Cooper was not sticking to what my *********** were told on April 25. We tried to dispute it due to us having that particular phone call recorded due to Mr. Cooper not having set ************* wanted to protect ourselves & be able to close. Now due to Mr. Cooper negligence I am facing homelessness as a new mother with a newborn.

  Business Response

  Date: 05/20/2025

  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: 05/20/2025

  I am rejecting this response because: it has nothing to do with what my complaint was about. Please go back to my complaint & actually read what it is about.

  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:05/13/2025

  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.

  Rushmore has been taking funds from my escrow account to pay for insurance on my house. I pay my insurance separately and have been since November 2024 and therefore do not need their insurance. I informed Rushmore of this on April 23, 2025 to KayAndrea at *************. She stated she would make the correction and get the overcharges corrected. I also went to the Rushmore website ***************************************** and submitted the correction information about my paying separately for insurance on my house. The website indicated it had the correction. My May mortgage payment still shows Rushmore charging me in my mortgage payment for insurance Rushmore is paying for my house that should have cancelled. This should have been corrected with adjustments going back to July 2024. I have always paid homeowners insurance myself. The website statements show the Rushmore $225.48 Insurance payments from July of 2024 which are in error. Additionally, Rushmore began charging me $3.39 for late charges since September 2024 even though my payments have not been late. Rushmore increased my mortgage payment based on the June 2024 *************** audit showing a tax increase because of an increased valuation of my property. The revised audit of my property lowers the tax rate based on the adjusted reduced value of my property, yet Rushmore has NOT made the adjustment to reduce my mortgage payment. These errors and oversights have added $460.88 to my current mortgage payment which is an extreme hardship for me to pay! Even the Escrow explanation letter doesn't say why the account is short; I had to speak to a representative to get that explanation.

  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.

• Initial Complaint

  Date:05/12/2025

  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.

  So my problem starts with Mr. Cooper mortgage. In 2024 I made all my payments and escrow on time, the exact amount requested of me to pay each month by Mr *********************** They happened to under charged my escrow last year by around $200. Again, my escrow is set to auto pay; I paid what they asked me to plus principal total of $1582.40 every month. $871 to principal and interest, $228 to escrow. This includes additional principle that they could have used to cover any shortages to escrow. Now because of their $200 shortage. They are forcing me to pay an unfair shortage spread at $199 per month for a whole year! Thats an extra $2400 this year! This is on top of my escrow increase in 2025 because my homeowners insurance almost doubled from last year. I already made payments for January and February of $1586 and 1600 so I had enough to take care of whatever shortage there was from last year and I asked to get removed from escrow completely, after finding out about the extra shortage spread charges. I want to be in charge of my own escrow from now on. They Mr *********************** said in order for me to do that. I have to pay an additional $600 fee to get removed from my escrow. I did exactly that. However I feel like Ive been robbed. They should owe me around $1839 right now after I paid that $600 fee. Because of the $600 charge along with my two mortgage payments in January and February of $1582 and $1600. I see this being done to a lot of people from posts on ******** complaining of Mr. Cooper about the shortage spreads. So Im hoping we can start a class action lawsuit so Mr. Cooper doesnt engage in predatory practices like this again.Sing Sun

  Business Response

  Date: 05/16/2025

  
  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:05/11/2025

  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.

  This company has reported a closed loan as 60 days late when the closing was the same month. They are refusing to correct said problem. I am unable to speak to an actual person regarding this discrepancy after calling 10+ phone numbers. When I did speak to someone they expressed they were unable to find my loan even though the loan number and social security number was provided. Mr.Cooper is very inaccurate with information as they reported multiple inaccuracies on our credit report and the ONLY way to contact them is through the portal which does NOT allow you to speak to an actual person. It would be great to speak to someone to get this issue resolved. Multiple requests and disputes have been submitted with no resolution although the payment history provided from them shows the truth.

  Business Response

  Date: 05/13/2025

  Please find our summary regarding the customer's concerns. We are sending a resolution letter to our customer under separate cover. We appreciate the opportunity to assist you.

• Initial Complaint

  Date:05/10/2025

  Type:Product 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. Cooper is the mortgage servicer for my home loan. In January 2025, I reviewed my account (online) and discovered that that there was an Escrow Review Statement, dated 10/19/2023, which indicated that there was an escrow surplus in the amount of $1,008.85. I reviewed another Escrow Review Statement, dated 10/27/2022, which indicated that there was an escrow surplus in the amount of $608.37. Mr. Cooper never refunded the surplus amounts to **** contacted Mr. Coopers customer service office on 1/22/2025 (via phone), 1/23/2025 (via live chat), 2/10/2025 (via phone), and 3/24/2025 (via live chat) and requested they refund me. In each of these interactions, the customer service representative acknowledged the surpluses and informed me that they would promptly send refund checks to me in the amount of the aforementioned surpluses. As of the date of this complaint, I have not received the refunds from Mr. Cooper.

  Business Response

  Date: 05/14/2025

  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: 05/16/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/10/2025

  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.

  I received an insurance check to replace my roof and sent the check to Mr.********************** to co-sign before the repairs. It took 2 weeks to process insurance claim and receive my first check. Mr ********************** has an elaborate online tracking system to track processing the check. I sent the check to them and they are unable to even acknowledge they received my check. I called them and they told me it may take 2 days to open the envelope. Also another week to process my check and another 10 days to mail my check back to ***** complaint is this is ridiculous that they will take more time to co-sign a check than my insurance company took to have an inspection and process the check.

  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:05/09/2025

  Type:Delivery 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.

  THIS "BUSINESS" WILL NOT ANSWER THEIR CALLS. I GET 'AI' ONLY

  Business Response

  Date: 05/14/2025

  
  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: 05/14/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/09/2025

  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 paid my mortgage off by an over night check on may 1 cooper company received the check on may 2. Clearance d the title company bank on the fifth. And Mr ********************** company has told me different reasons why my account is not paid off and even told me they haven't received it. This is totally ridiculous that my account is not paid off and I can't get to the right person to help me with this matter

  Business Response

  Date: 05/12/2025

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