Reviews
This profile includes reviews for Mr. Cooper's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 1,154 Customer Reviews
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Review fromWalter R
Date: 05/20/2025
1 starWalter 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 starCorinne 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 starNatalie 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.Review fromsabrina G
Date: 05/19/2025
1 starsabrina G
Date: 05/19/2025
This is the biggest predatory loan scam company I have ever seen. Good luck if your loan was bought from them, get out of it as fast as you can. They will not help you and are quick to increase your mortgage without any documentation. have been trying for weeks to have a review done and have done all the steps asked of me yet the issue still persists. Escrow shortage? sounds like this is a common scam among Mr. Cooper loans, how this is legal blows my mind. Only in ******* do we get taken advantage of and must say thank you while its happening. What a disgraceMr. Cooper
Date: 05/23/2025
Thank you for reaching out. We appreciate the opportunity to assist you.
You recently contacted us regarding the removal of your escrow account. Were happy to confirm that your escrow removal has been approved and is scheduled to be completed on June 10th.
You also had questions about your payment amount. Our agent explained that once the escrow account is officially closed, your payment will be adjusted accordingly. Additionally, we clarified that the insurance charges you saw were for your homeowners insurance premiums, not hazard insurance.
Were glad we could provide clarity, and we appreciate your kind words to our agent. If you have any further questions, were always here to help!Review fromPeter O
Date: 05/19/2025
1 starPeter O
Date: 05/19/2025
They're Been delinquent on my taxes and wiped out my escrow to pay irrelevant amounts that arent on record and are making me pay my mortgage at a 50% increaseMr. Cooper
Date: 05/22/2025
Thank you for taking the time to speak with me. We hope we were able to provide clarity regarding your concerns. If you have any additional questions please contact us at ************.Review fromZach E
Date: 05/18/2025
1 starZach E
Date: 05/18/2025
Multiple mortgage loans were transferred to Mr. Cooper from ********. I did not request this. The transfer was easy and seamless. However, after I became a Mr. Cooper customer, I realized their customer service department is very below standard. I called many times and was unable to speak with anyone in person or live. I then decided to use the live chat to get an answer for my questions. I wanted to know if one of my mortgage loans was assumable. I was told to email them and I would hear a response within 5 days. I emailed them twice and had no response after 10 days. Then I then got on the live chat again with no assistance. They told me to call customer service and assured me that someone would pick up the phone. However, I called at least a half a dozen times and no one answered and there was no way to get through. Finally, on the live chat I demanded that someone call me to discuss my loans and whether or not one of my mortgage loans is assumable. I was assured that I would receive a phone call within 24 hours. It has now been over 72 hours and I have not received a phone call. It has been almost 2 weeks and have never received an email regarding my questions I have requested that my loans be transferred to another company with a more capable, professional and competent customer service department. However, I have not received a response on that either.I would not recommend anyone do business with them. I was much happier with Flagstar. It was not easy getting through the phone tree with Flagstar, but it was possible. I could call and actually talk to a live person and get answers about my Loan concerns.Mr. Cooper
Date: 05/22/2025
Thank you for taking the time to speak with me. We truly understand how important it is to be able to reach us when you need assistance, and we sincerely apologize for the difficulties you've encountered.
Weve taken steps to update your account in our system to help ensure a smoother experience moving forward. If you have any additional questions or concerns, please dont hesitate to reach outwere here to help.
Review fromChristy B
Date: 05/16/2025
1 starChristy B
Date: 05/16/2025
I have no idea how this company has an A+ by the BBB. The costumer service is absolutely terrible. The phone tree is impossible to get through. Once you finally get to talk to an actual person, they do not know what any answer is. My loan was sold to them, it was not my choice to have to deal with this company. My next move is to get a real-estate lawyer.Mr. Cooper
Date: 05/28/2025
Thank you for taking the time to speak with me. We regret we havent met your expectations, and we're committed to improving our service to ensure a better experience for you. Based on the information you provided, the property address for your loan has been updated.Review fromJennie C
Date: 05/16/2025
1 starJennie C
Date: 05/16/2025
Ever since Mr. Cooper took over my mortgage its been continuous issues. Their customer service is also impossible to reach which makes for a lot of wasted time on the phone. They purchased insurance on my behalf despite me providing proof of insurance way ahead of time and calling to confirm which left me more work to do to get the charge reversed which would have had my mortgage increase over $500/mo. They also told me I had a surplus in my escrow and mailed me a check, only to the next month raise my mortgage due to a shortage. When I called, their explanation was that the check wasnt supposed to be cashed the opposite of what their statement has said.Mr. Cooper
Date: 05/28/2025
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 fromBecky F
Date: 05/16/2025
1 starBecky F
Date: 05/16/2025
Worse mortgage company. I tried to defer a payment because of finances and was told I couldn't. They do not care about their customers.Mr. Cooper
Date: 05/28/2025
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 fromHarmony W
Date: 05/16/2025
1 starWorst company to work for. They fired me for missing 2 days that was doctor excused. There are only 3 people out of my class left. Instead of coaching and following proper protocol and disciplinary actions theyll completely surprise you and let you go whenever they are ready. They lie to you from the beginning and do not set proper expectations. Horrible company to work for.
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