Reviews

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

close

Find a Location

Mr. Cooper has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

  
• 

  Nationstar Mortgage LLC

  1164 Bishop St Ste 1211 Honolulu, HI 96813

  
• 

  Nationstar Mortgage, LLC

  38777 Six Mile Road, Suite 114 Livonia, MI 48152

Review Details

• Review fromLorenzo O

  Date: 06/11/2025

  1 star

  Lorenzo O

  Date: 06/11/2025

  Waiting on a callback to ask why I am being charged an extra $30 since my loan was transferred this month. I have called and cannot connect with a LIVE agent.

  Mr. Cooper

  Date: 06/16/2025

  Thank you for taking the time to speak with me. We regret that we havent met your expectations, and we are committed to improving our service to ensure a better experience for you. Thank you for bringing this to our attention.

• Review fromUlysses W

  Date: 06/10/2025

  1 star

  Ulysses W

  Date: 06/10/2025

  My home is located in ********************** and they have tried to unauthorized double payments also no payments. It's getting worse every month

  Mr. Cooper

  Date: 06/16/2025

  Thank you for taking the time to speak with us. We regret that we havent met your expectations, and we are committed to improving our service to ensure a better experience for you. Thank you for bringing this to our attention.

• Review fromAnthony J L

  Date: 06/10/2025

  1 star

  Anthony J L

  Date: 06/10/2025

  I wish that I could give them a ZERO rating. I needed to talk to a live person, but the computer system they employ hangs up on a person when they ask for a live agent, saying that it can adequately handle any situation. This is the furthest thing from the truth. I called six times and finally ended up back on their site after making a payment on June 9, 2025. They had sent my wife a reminder with "debt collection" in the text. I finally ended up on their chat function, which was far from easy to use. The wait time between the entry and answer was abhorrent. We were forced into having Mr. Cooper as our lender when **************** sold our loan after 20 years. That wasn't handled well either. It's only been six months, and we've encountered more challenges than we ever did with the previous lender. I wouldn't recommend this company to anyone. I'm going to report them to all appropriate agencies, but, I know that won't do much good.

  Mr. Cooper

  Date: 06/16/2025

  Thank you for reaching out. We attempted to contact you regarding your concerns. We recently implemented a new phone system to improve security and service. Please follow the prompts to be routed correctlysaying agent or pressing 0 wont work. You can also reach us via the Chat feature on the Mr. Cooper website by logging into your account. We appreciate your patience and value your feedback.

• Review fromKimberly E

  Date: 06/06/2025

  1 star

  Kimberly E

  Date: 06/06/2025

  I wish I could rate zero. The worst experience. I have called since my mortage was sold to these people to setup bi weekly auto pay. I pay in advance as they say and sent in the form serveral times and I keep getting the run around.After finally speaking with a supervisor the mortage was paid ahead and they were suppose to start the bi weekly. I follow up and now being told again that I have to pay in advance which I have already done 5 times. They simply refuse to honor by request. They never return any calls or respond to emails not to mention trying to speak with a live person. DO NOT DO BUSINESS with this company. They lack customer and common sense and they certainly don't care about the customer. As much as I hate to loose my current rate, I'm looking for another mortage company.

  Mr. Cooper

  Date: 06/12/2025

  Hello,

  Thank you for taking the time to share your feedback. Im truly sorry to hear about the frustration and inconvenience youve experienced while trying to set up bi-weekly auto pay. We understand how important it is for your payments to be processed accurately and on time, and we regret that we havent met your expectations. Thank you for taking the time to speak with me. We appreciate you bringing this matter to our attention. I want to assure you that your concerns have been heard, and we are committed to improving your experience. We understand how discouraging it can be to feel unheard, especially after taking the right steps and speaking with our team. Your feedback has been escalated to the appropriate department for further review, and we will ensure that a representative follows up with you directly to provide clarity and next steps.

   We value your business and hope to restore your confidence in our service.

• Review fromTrevor B

  Date: 06/04/2025

  1 star

  Trevor B

  Date: 06/04/2025

  At Mr. Cooper we have called numerous times and cannot speak to a live agent. They keep hanging up on us. The mortgage rate is wrong and we just wanted to speak with a human to get it cleared up since this will be the first payment since our loan was transferred to them. Every number we call is an automated message and we will not be transferred to a human regardless of how many times we ask.

  Mr. Cooper

  Date: 06/10/2025

  Hello,

  Thank you for taking the time to speak with me. We understand your concerns and are committed to improving your experience with us. Weve updated your account to ensure this issue does not occur again in the future.

  To help ensure smoother interactions going forward, we want to share a few updates and tips: We recently introduced a new Interactive Voice Response (IVR) system designed to enhance security and streamline your experience.

  To help you navigate it more effectively:

  Please listen carefully and select the option that best matches your reason for calling. This helps us route you to the right department.

  The system does not respond to saying Agent or pressing 0. Once you follow the prompts, youll be connected to a live representative.

  We also offer a Chat feature on the Mr. Cooper website. After logging into your account, youll find additional support options available there.

  We appreciate your feedback and the opportunity to assist you. Our goal is to make every interaction as helpful and efficient as possible.

• Review fromP. G.

  Date: 06/04/2025

  1 star

  P. G.

  Date: 06/04/2025

  My loan was transfer to Cooper from ****************. I review my escrow update in December,24,2025. In my updated escrow report I also received a escrow check for overage. They paid my first insurance bill first bill since I have been with them which was $1300.00 that was due the first of May 2025. My property taxes has never been over *******. I received an updated escrow account statement. That were 4 times more then my taxes and insurance together. We have not received taxes statements in *******. I have applied for and been approved for senior citizen credit this year 2025. When I received my first escrow statement in December they had it probably were it should have been. Not only did the update my escrow the also updated my mortgage due day which has been on the 16th of every month for 29 years. The 16th is the date that is on my deeds so how can they change my due date which is illegal.Apparently Cooper Mortgage is hiring people that don't know the law. Think you don't know the law or a criminals. What are they going to do with all the extra escrow they are trying to charge me. I have need messed a payment. I have email the President asked him to call haven't heard from him.This seems to be a ******************************* use at your own risk

  Mr. Cooper

  Date: 06/12/2025

  Hello,

  Thank you for reaching out and sharing your concerns regarding your escrow account and ***************************************** experience following the transfer of your loan from ******************************************. We sincerely regret any frustration or confusion this situation has caused and appreciate the opportunity to address your concerns.
  We attempted to contact you to discuss this matter directly but were unfortunately unable to reach you. Please know that a dedicated Customer Advocate has been assigned to your case and will follow up with a written resolution.

  We value your long-standing history of on-time payments and are committed to resolving this matter fairly and promptly. You will receive a written response from your Customer Advocate shortly. In the meantime, feel free to contact me directly at the number I provided in your voicemail.

  P. G.

  Date: 06/27/2025

  I called Cooper Friday (June 20,2025) I asked to speak to the dedicated Customer @
  Advocate, they told me If I didn't have her direct number they could not call her. They could only send here an email to call me within 24 hours. However I need to talk to someone that day so,I would know how to move forward. I don't know if they are working from home are what ever. Even if they are working from home they should have a listed with everyones name and number on it. I asked to speak to a manger couldn't speak to a manger neither. Also asked to speak to someone in the executive office wouldn't let me speak to anyone there. Well I just explain I they has added county taxes to my escrow that I didn't owe. We have paid county taxes in years I stated that I had the bill in my hand that said zero was due.The customer service agent stated if they were charging me I owed it. Then she stated the only way we can resolve this is call the County tax office. She called the County tax office. The lady stated that I didn't owe any County taxes. They hadn't charged me county taxes since 2021. I had other question to ask the County agent Mr. Cooper agent tried to hang up the call. Mr.Cooper mortgage had printed on my escrow that I owed the county $1370.00 when I owed zero. Mr. Cooper agent stated that someone would call me Wednesday June 27th 2025 one has called.
  Mr.Cooper stated on my December 2024 that they had paid my city taxes in October 2024. Now they are saying my taxes were not paid and is trying to make me pay it by adding it to my escrow. My question is where is the money. They only paid $1100.00 dollar homeowners insurance the money should still be in my escrow. Where is the Money. If the city say they didn't pay my city taxes they should be able to look at their records and say yes ,we did,we paid it in October 2024. Mr.Cooper shouldn't be trying to get anything from me. Mr.Cooper said the county reversed something off my account apparently it were my 2024 taxes. This should be between the county and Mr. Cooper. I shouldn't have do the researching myself. My 2024 escrow stated that Mr.Cooper paid my taxes. If they didn't where is the money. I have also contacted VP's In my county office about my city taxes. Again never had a problem With Wells Fargo.

• Review fromPhylicia J

  Date: 06/04/2025

  1 star

  Phylicia J

  Date: 06/04/2025

  I have had horrible experiences when it comes to flood insurance change. I have been charged double causing my escrow to go in the negatives. I spoke to a representative before had due to being informed by a agent that the policy was not paid though MR ********************** sends text alerts when payments are issued. I was charged $2064 for a policy I didn't pick and a policy that was much higher than the other option. Now the overnight payment was sent to the correct carrier but causes my account to be in the negatives. The representatives do not seem to know anything when you message them. Overall bad experience in this horrible economy.

  Mr. Cooper

  Date: 06/16/2025

  Thank you for your feedback. I am sorry to hear about your experience and understand where this would be frustrating.  Please know we have received your correspondence and will provide you with a written response. 

• Review fromR. C.

  Date: 06/03/2025

  1 star

  R. C.

  Date: 06/03/2025

  Worst lender ever **************** handed them my account.. you cant talk to anyone .. Mr ********************** should not be aloud to handle peoples mortgages

  Mr. Cooper

  Date: 06/13/2025

  Thank you for reaching out. We attempted to contact you regarding your concerns. We understand how important it is to be able to connect with us when you need assistance, and we apologize for the difficulties youve been experiencing. Our goal is to provide the best customer service possible, and we are constantly working to improve our systems to make it easier for customers to connect with a live representative.
  
  We recently implemented a new Interactive Voice Response (IVR) system to increase security and improve our customers experience. Here are a few tips to help you navigate the system more effectively:
  
  We need to understand why you are calling before being transferred to an agent. Please follow the prompts and select the appropriate category.
  The system does not recognize Agent or pressing 0. After following the prompts, the system will guide you to a live agent in the appropriate department.
  
  You can also talk to us through the Chat feature within the Mr. Cooper website. Please login to your account for further options regarding our Chat options. We value your feedback and appreciate the opportunity to assist you.

  R. C.

  Date: 06/18/2025

  I did the above mentioned from you on all fronts and still got no assistance.. then prompts on the recording are ok for somethings , there are instances , that require a live agent. The prerecorded messages may not be what my situation is. And I did do the chat and I got 0 help ..just a very bad experience I did not have these issues with previous lender Very Disappointed

• Review fromRachael B

  Date: 06/03/2025

  1 star

  Rachael B

  Date: 06/03/2025

  I have only had them as a loan servicer for my mortgage for about 4-5 months. In that time I have only been able to pay once online. Most of the time their website says they cannot even find my loan information. Their invoices look incredibly cheap and it it took me a really long time to make sure they were a legitimate company. To add to their low quality of customer service their customer service hours are during my work hours so I cannot reach anyone for help. I wrote their credit reporting department when I was again unable to pay my mortgage online and they referred me to login to my account that I CANNOT access! They called and hung up when I answered yesterday. I really dont think this company should have a BBB accreditation. In 10 years of my mortgage I have never been late until they took over. The one time I did get a payment to go through they marked it as late because they didnt process it for 3 days. Janky is the best way to describe this company.

  Mr. Cooper

  Date: 06/13/2025

  Thank you for reaching out. We attempted to contact you regarding your concerns, but unfortunately, we were not able to reach you. We are investigating your concerns,

• Review fromCynthia B

  Date: 05/29/2025

  1 star

  Cynthia B

  Date: 05/29/2025

  My ********************** is the worst business I have ever worked with! After a home insurance change led my escrow account to drop to below $0, I tried to contact Mr ********************** customer service to find out exactly how much I needed to add to my escrow to bring it up to the correct amount. This simple question was impossible to get an answer to even after TWO HOURS of trying to reach someone to give me this number. I tried the live chat but this person eventually admitted that they could not access my account and could not help me. I was told to call a general support number that just led me through endless prompts and eventually led me to a dead end that hung up on me. I kept calling back and pressing different options to see if I could reach a live person and got hung up on two more times before I finally pressed the correct random sequence of options and reached a live person. This person directed me to another live person who directed me to the same number that I called over and over. After two hours of trying I couldn't reach a single person who could tell me how much I needed to pay them! I finally gave up and figured they would contact me when they discovered the escrow shortage but I never was contacted. Knowing that my property tax was due soon, I found a way to add money to my escrow account online and added a random amount hoping it was enough. My next escrow analysis isn't for 10 months so I'm not sure if it will be fixed until then. I did notice that my mortgage amount has gone down this month but they gave me no explanation for this. How can a large company such as Mr ********************** in a complicated line of business possibly function when customers can't even find out how much to pay them? If you have a choice, run from this company!! Their customer support is non-existent. You can't even communicate with them about important adjustments to your account!

  Mr. Cooper

  Date: 06/04/2025

  Thank you for reaching out and sharing your experience. We sincerely apologize for the frustration and inconvenience you've encountered while trying to get assistance with your escrow account. We understand how important it is to receive timely and accurate information, especially when it involves your mortgage and property taxes.
  We attempted to contact you regarding your concerns and want to assure you that your feedback is being taken seriously. Our goal is to provide the best possible service, and we regret that your recent experience did not reflect that standard.
  To improve our customer support, we recently implemented a new Interactive Voice Response (IVR) system designed to enhance security and streamline the process of connecting with the appropriate department. We understand that navigating this system can be challenging, so here are a few tips to help:
  Please listen carefully to the prompts and select the option that best matches your reason for calling. This helps route your call to the right team.
  The system does not recognize requests such as agent or pressing 0. Following the prompts will guide you to a live representative.
  In addition to phone support, you can also reach us through the secure Chat feature on the Mr. Cooper website. After logging into your account, youll find options to connect with a representative who can assist you further.
  We appreciate your patience and the opportunity to address your concerns. If you still need help determining the correct amount to add to your escrow account or have questions about recent changes to your mortgage payment, please reply with your preferred contact method and availability, and well ensure someone reaches out directly.
  Thank you again for bringing this to our attention.