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 1,153 Customer Reviews
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Review fromCandy C
Date: 05/15/2025
1 starCandy C
Date: 05/15/2025
If only 0 stars were available. Worst Company to deal with. Live **** are non existent. The phone system is awful to get thru. Keeps doing a run around to get a rep. ********** it hangs up. As soon as I can Im refinancing my mortgage to another financial institution. Very disappointed in the service.Mr. Cooper
Date: 05/28/2025
Candy, 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're 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.Review fromTrish L
Date: 05/14/2025
1 starTrish L
Date: 05/14/2025
You cannot, no matter what, reach an actual human being on the phone. The chat option does have a "live" person but they will not give you any information on how to get to a human being on the phone. It is TERRIBLE customer service to not have a way for someone to call and get to a human.Mr. Cooper
Date: 05/16/2025
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.Review fromIna U
Date: 05/14/2025
1 starIna U
Date: 05/14/2025
Worst customer service ever. It's been 2 weeks since I'm trying to get my escrow analysis - nothing. The online support chat is totally useless, replying general information and not assisting the issues their customers encounter. It is impossible to get someone on the line, since their automatic system will transfer you in circles so you end up again in main menu. The experience is one with total frustration, with no explanations givenMr. Cooper
Date: 05/28/2025
Thank you for taking my call. I wanted to let you know that we're actively working to resolve your concerns. We will follow up with you once our investigation is completed.
If you have any questions in the meantime, please feel free to reach out.Review fromDessa S
Date: 05/14/2025
1 starDessa S
Date: 05/14/2025
Tried calling to speak to a representative...20 minutes of dealing with auto voice getting nowhere and no one. Letters state can speak to a representative during hours but 100% lie! Mortgage was sold to them and I got a letter in April stating to set up new auto pay by June 30. Then got another letter stating my current auto pay was cancelled.Mr. Cooper
Date: 05/28/2025
Hello Dessi! Thank you for reaching out to us regarding this matter, and we apologize for any inconvenience. We attempted to contact you regarding your concerns and left a message for you to return our call. Our records indicate we inadvertently disabled AutoPay, but it's been restored. Your next draft date is 6/10. If you have any questions or need further assistance, please feel free to reach out.Review fromMisti M
Date: 05/12/2025
1 starMisti M
Date: 05/12/2025
Impossible to speak to a live agent! I received an escrow overpayment check August 2024 that was dated July 2023! Obviously i couldnt cash it so i contacted them via chat. They were suppose to reissue the check, havent received it yet! I was told via chat that there is not a number to contact anyone to speak to about this and they would reissue the check, yet again. I have contacted them multiple times and get the same story. I would be happy if they would just put the money back into my escrow so at least i know where MY money is.Mr. Cooper
Date: 05/19/2025
Thank you for reaching out and sharing your concerns. I understand how frustrating it must be to deal with this situation.
Regarding the escrow overpayment check you received in August 2024, which was dated July 2023, I apologize for the inconvenience this has caused. It appears that the check was not reissued as initially promised but was instead deposited back into your escrow account. This means that the funds are now securely in your escrow account, and you can access them as needed.
I understand that it has been challenging to speak to a live agent about this issue. For further assistance, you can contact MR. Cooper mortgage directly at their customer service number. Please avoid pressing 0 or saying "representative" as this may not connect you to a live agent. Instead, follow the prompts provided to get the help you need.
If you have any other questions or need further assistance, please let us know. We're here to help.Review fromRebecca C
Date: 05/12/2025
1 starRebecca C
Date: 05/12/2025
Gave one star because zero isn't an option. They have been telling me for months that to set up biweekly payments my loan needs to be paid ahead. That is fine with me. However, it was taken off biweekly payments because of their error, and now I have to jump through hoops to set it back up. I have prepaid for the past 3 months. However, they never review the request until the 7-8th of the month, and by then the mortgage isn't prepaid anymore. (I paid May's payment on April 18th but they didn't review my biweekly payment request until May 8th.). I have never had to beg someone so hard to take my money before. I do not want to refinance because I don't want to lose my interest rate, but it's almost worth it to get away from this company!!Mr. Cooper
Date: 05/28/2025
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 fromCIPRIAN O
Date: 05/09/2025
1 starCIPRIAN O
Date: 05/09/2025
They got my information wrong from previews servicer and I can not talk to an agent, because they can not verify my account through automatic system.Mr. Cooper
Date: 05/13/2025
Hi *******, were sorry to hear about the trouble youre having verifying your account. It sounds frustrating, especially with the incorrect information from the previous servicer. Weve left you a message and kindly ask that you return our call at your earliest convenience so we can assist you directly. We're here to help and want to get this resolved for you.Review fromJeff T
Date: 05/09/2025
1 starJeff T
Date: 05/09/2025
Not even worth 1 star based on our experience. Absolutely the worst lender in our 45 years. Previous lender sold our mortgage to MrCooper so no choice unfortunately. So many errors and excuses, pure incompetenceMr. Cooper
Date: 05/13/2025
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 fromLoretta W
Date: 05/08/2025
1 starLoretta W
Date: 05/08/2025
THIS IS THE WORST COMPANY TO DEAL WITH.I had a loan application in progress it was leading to final approval. They gave us no indication that the loan would not go through. they had us put the appraisal fee on a credit card that was suppose the be paid off with the loan but now we have more debt. We could never get in touch with them my phone or email would get no response, but the only one we could get in touch with is the original application agent (******* ********) she is the one who told us that the loan was canceled. Now we have to scramble to make payments that where suppose to come from the loan. overall experience is less the 1 star but had to at lest check one star.Mr. Cooper
Date: 05/13/2025
Hi *******, were very sorry to hear about your experience. We understand how upsetting and stressful this situation must have been, especially with the unexpected loan cancellation and communication issues. Your feedback is important, and weve acknowledged your concerns and the impact this has had. Were committed to learning from this and improving the experience for all our customers.Review fromZach P
Date: 05/08/2025
1 starZach P
Date: 05/08/2025
One of the worst companies I've dealt with. They constantly say "we want to help." So I contacted them about being a month behind after my previous mortgage company returned a check (as I didn't know that my loan was purchased) I was instructed by MR. Cooper loans to stop paying until I was 2 MONTHS BEHIND! Then they would discuss options!?? I asked if they understood how ridiculous that was, to which I was left with silence on the other end of the line. Total joke of a company, with wildly inaccurate promises on their site/sloganMr. Cooper
Date: 05/13/2025
Thank you for reaching out. We attempted to contact you regarding your concerns. The guidance you received about waiting until your account was two months behind before discussing optionsthis does not reflect the level of service or clarity we strive to provide.
Many customers inquire whether their ******************** situation qualifies them for assistance. Eligibility for hardship programs is determined by each applicants individual financial situation and the availability of applicable programs, including those sponsored by the government, at the time of application.
Some assistance programs have specific eligibility requirements, such as the loan being at least 90 days delinquent. While we inform customers about these criteria, it is never our intention to suggest that becoming delinquent is a recommended course of action.
Our goal is to evaluate each customers ******************** circumstances and work collaboratively to identify potential solutions tailored to their current situation.Your feedback is invaluable, and we are committed to improving our processes to better serve you and all our customers. If you're open to it, wed like the opportunity to speak with you directly to resolve this matter and explore any available solutions.
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