Reviews

This profile includes reviews 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

  
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  Nationstar Mortgage, LLC

  38777 Six Mile Road, Suite 114 Livonia, MI 48152

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  Mr. Cooper

  110 Triple Creek Drive, Suite 10 Longview, TX 75601

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  Mr. Cooper

  140 N Arizona Ave Ste 200 Chandler, AZ 85225

  
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  Mr. Cooper

  25500 Commercentre Dr Lake Forest, CA 92630

  

Review Details

• Review fromMarika R

  Date: 05/28/2025

  1 star

  Marika R

  Date: 05/28/2025

  You cannot get a live person on the phone no matter how hard you try. The automated service spins you around in an endless circle and constantly redirects back to their prompts or website. I hate that I cannot get someone on the phone to answer a simple question that the automated service cannot answer. I also hate the name of this company!!!

  Mr. Cooper

  Date: 06/03/2025

  Thank you for taking the time to speak with me and for sharing your feedback. We truly understand how frustrating it can be when you're unable to reach a live representative and are happy we were able to follow up and address your concerns.

  We know how important it is to connect with someone when you need assistance, and were committed to improving that experience. Recently, we implemented a new Interactive Voice Response (IVR) system designed to enhance security and streamline how calls are routed. However, we recognize that it may take some getting used to, and we appreciate your patience as we continue to refine it.
  

  Here are a few tips to help you navigate the system more effectively:
  

  Please follow the prompts carefully  the system needs to understand the reason for your call before transferring you to the appropriate department.

  
  Saying Agent or pressing 0 will not bypass the system  instead, selecting the correct category will guide you to a live representative more efficiently.
  

  Additionally, you can reach us through the Chat feature on the Mr. Cooper website. Simply log in to your account to access real-time support options.
  

  We value your feedback and are grateful for the opportunity to assist you. If you continue to experience issues or have further concerns, please dont hesitate to reach out againwere here to help.

• Review fromLorenzo O

  Date: 05/27/2025

  1 star

  Lorenzo O

  Date: 05/27/2025

  I CANNOT get a hold of a human to make a payment thats been transferred. This is the most annoying process you guys have. We are forced to enter loan numbers and my social that the automation is not accepting!!! I need a call from a human!

  Mr. Cooper

  Date: 06/03/2025

  Thank you for taking the time to speak with me. Weve documented your concerns and will follow up with a resolution to ensure your payment is processed and your questions are fully addressed.

   Thank you again for your patience and for giving us the opportunity to make things right.

• Review frompeter R

  Date: 05/23/2025

  1 star

  peter R

  Date: 05/23/2025

  it is impossible to get anyone at Mr. Cooper they took a double payment and cant get it fixed .. **************** is just a run a round and they wont let you speak to any manager

  Mr. Cooper

  Date: 05/30/2025

  Thank you for taking the time to speak with me. We're sorry we haven't done what you wanted. We're working hard to make our service better so you have a better experience.

  
  We understand your frustration regarding the double payment and the difficulty in reaching a resolution. We sincerely apologize for the inconvenience and the lack of access to a manager or effective customer support. This is not the experience we aim to provide.

  
  Your feedback has been shared with our leaders. We're working hard to fix the problem and improve our ways to communicate. We appreciate you bringing this to our attention and giving us the opportunity to make things right.

• Review fromAli M

  Date: 05/23/2025

  1 star
  This company have my insurance policy information on file, and the money in the escrew account and let the homeowners insurance policy lapse. It took them 45 days to fix the problem after I had to get a new policy since the insurance company was not able to reinstate the old one. They turned arround after 90 days and charge me $210 for lapse of coverage. I can't understand how people working there have any morals or shame. May God take revange on who was involved in this life and the after.

• Review fromSimon A

  Date: 05/22/2025

  1 star

  Simon A

  Date: 05/22/2025

  Extremely Disappointed with Nationstar Mortgage (Mr. Cooper)What a terrible experience.I received a letter from Mr. Cooper about home equity loan options and decided to call and learn more. My call was picked up quickly by a woman who sounded professional and courteous. She asked me the usual questions, collected my information, and then transferred me to a home equity loan specialist.Thats when things took a sharp turn.The loan officer greeted me with, Hey ***, how you doin?a tone I found unprofessional, but I let it go. He then asked why I needed the cash-out refinance. I explained I was working on a project and needed funds for that.His response?Okaaaay... as long as youre not doing anything illegal with it... you know, like going to ******** and buying stuff, you know what I mean...Yes, I do know what he meant. It doesnt take a brain surgeon to catch the stereotype in that comment. His wordsstuff, Colombiawerent just inappropriate, they were offensive, ignorant, and laced with bias.I was stunned. This was supposed to be a professional conversation with a financial representative. Instead, I felt profiled, judged, and disrespectedall because of my Latin-sounding name and ********* ***** *******, the loan officer I spoke with: shame on ****** Nationstar Mortgage LLC (Mr. Cooper): shame on you for allowing this kind of behavior from your representatives.This was not just unprofessionalit was disgraceful.

  Mr. Cooper

  Date: 05/31/2025

  Thank you for taking the time to share your recent experience with us. We attempted to contact you regarding your concerns.  We regret to hear about the interaction you had during your inquiry about our home equity loan options. Your feedback is extremely important, your experience does not reflect the high standards of professionalism and respect that we strive to uphold.
  We have escalated your concerns to our upper management team and conducted a thorough review of the call in question.
  At Mr. Cooper, we are committed to fostering a respectful and inclusive environment for all our customers.
  We appreciate you bringing this to our attention and giving us the opportunity to improve. If there is anything further, we can do to assist you or if you would like to continue the conversation, please dont hesitate to reach out directly.
  
  

• Review fromRosemary T

  Date: 05/22/2025

  1 star

  Rosemary T

  Date: 05/22/2025

  **************** is the absolute worst I have ever experienced. There's road blocks and dead ends everywhere. I have tried to get this company to PROPERLY pay my property taxes SEVERAL times with NO help. As a result I have delinquent taxes with penalties. I am hoping this issue resolves now that I have spent two and a half hours live chatting with their customer service trying to hold anyone accountable to follow up. My lender sold my loan to this company against my will. At all costs, avoid this nightmare of a company if you can.

  Mr. Cooper

  Date: 06/03/2025

  Thank you for taking the time to speak with me and for sharing your feedback. We understand how important this matter is, and I regret that your attempts to resolve it previously were met with roadblocks.
  Im glad we were able to connect and work through the issue together. I can confirm that the matter has now been resolved, and we are taking steps to ensure your property taxes are properly managed moving forward.
  We truly value your patience and the opportunity to make things right. While we recognize that your experience did not meet expectations, we hope to regain your trust and provide a much smoother experience in the future.
  If you have any further concerns or need assistance, please dont hesitate to reach out directly.

• Review fromJames K

  Date: 05/20/2025

  1 star

  James K

  Date: 05/20/2025

  The customer service is by far the worst I have ever experienced. It is impossible to contact someone on the phone and the automated phone system is incredibly hard to navigate/use. I can't believe anyone actually CHOOSES to get a loan thru them. I only have them because their company purchased my loan.If you have a choice, DO NOT USE THIS COMPANY!

  Mr. Cooper

  Date: 05/23/2025

  Thanks for sharing your experienceI'm really sorry to hear how frustrating it's been. That kind of customer service can be incredibly discouraging, especially when you're just trying to manage your loan responsibly.
  
  

• Review fromWalter R

  Date: 05/20/2025

  1 star

  Walter R

  Date: 05/20/2025

  Criminal business practices... couldn't make a final payment without a certified check or wire transfer, which drives interest higher. They only allow a payment up to 80 or 90 percent of remaining balance. Charges you to get your own info meaning the exact amount require for payoff. They don't answer phones. Forced the purchase of extra insurance not legally required. I'm expecting a drawn out battle to get my escrow balance and insurance they purchased for me cancelled.

  Mr. Cooper

  Date: 05/22/2025

  Thank you for reaching out and sharing your concerns. We understand how frustrating this experience has been, and we sincerely apologize for the inconvenience and dissatisfaction you've encountered.
  We attempted to contact you regarding the issues you raised, and we want to assure you that your feedback is being taken seriously. We recognize how important it is to be able to connect with us when you need assistance, and we regret that youve had difficulty reaching a live representative.
  To improve our customer experience, we recently implemented a new Interactive Voice Response (IVR) system designed to enhance security and streamline support. Here are a few tips to help navigate the system more effectively:
  Please follow the prompts carefully and select the appropriate category so we can direct your call to the right department.
  The system does not respond to saying Agent or pressing 0. Once the correct prompts are followed, you will be connected to a live representative.
  In addition to phone support, we encourage you to use the Chat feature available on the Mr. Cooper website. After logging into your account, youll find options to connect with a representative who can assist you in real time.
  Regarding your concerns about the payoff process, we strive to be transparent and provide all necessary information to help customers complete their final payments without delay. You can find detailed guidance on how to request a payoff quote and the accepted payment methods here:
  

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

   Your feedback helps us improve, and we hope to have the opportunity to restore your confidence in our service. We appreciate your commitment to homeownership and your efforts to pay off your loan. We can address any concerns you may have with the escrow balance or insurance.

   

• Review fromCorinne K

  Date: 05/19/2025

  1 star

  Corinne K

  Date: 05/19/2025

  As with many people here, our experience has been awful. One end of the company does not communicate with the other end. They are giving us bad advice ("don't pay"). I've now taken to AI to give me advice on how to handle this company. So far, I trust AI waaaay more than mr. cooper. I want to pay off my mortgage, but I don't trust that, either. I knew when the new mortgage company was named mr. cooper (who does that?!) that we were in for trouble. How can these jokers still be in business?If you can get away from this company, please do (though most of us had no choice when our prior mortgage company sold our mortgages). Refinance with a more local bank if you can.What a bunch of shysters (as my mother would say...)

  Mr. Cooper

  Date: 05/28/2025

  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, however, please contact us at ************.

• Review fromNatalie G

  Date: 05/19/2025

  1 star

  Natalie G

  Date: 05/19/2025

  Would leave 0 stars if I could. Tried to speak to a live agent and eventually the automated system HUNG UP ON ME because me saying "escrow" was not sufficient for the system. All I want is to speak to a real person but Mr. Cooper is truly trying everything it can to not let that happen. Our problem is something that cannot be handled by an automated system. It should be a crime that this company can purchase our mortgage without our consent.

  Mr. Cooper

  Date: 05/22/2025

  Thank you for reaching out to us.
  We recently attempted to contact you regarding your concerns and truly understand how important it is to connect with us when you need assistance. We apologize for any inconvenience you've experienced and appreciate your patience.
  At Mr. Cooper, were committed to delivering the best possible customer service. As part of our ongoing efforts to improve your experience, weve implemented a new Interactive Voice Response (IVR) system designed to enhance security and streamline your connection to the right support.

  Regarding your concern about your mortgage being transferred:
  Mortgage transfers between lenders are a common industry practice and are governed by federal regulations. While we understand it can be unsettling, these transfers do not require customer consent. However, we are here to support you through the transition and ensure your questions are answered.
  We truly value your feedbackit helps us improve. If youre still in need of assistance, please let us know the best way to reach you, and well make sure someone follows up directly.