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

  
• 

  Mr. Cooper

  2780 Lake Vista Drive Lewisville, TX 75067

  
• 

  Nationstar Mortgage LLC

  9135 Ridgeline Blvd Ste 200 Highlands Ranch, CO 80129

  
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  Nationstar Mortgage LLC

  9135 Ridgeline Blvd Ste 200 Highlands Ranch, CO 80129

  
• 

  Mr. Cooper

  8950 Cypress Waters Blvd Coppell, TX 75019-4620

  

Review Details

• Review fromEstella P

  Date: 05/07/2025

  1 star

  Estella P

  Date: 05/07/2025

  I can not get a live representative. The Auto voice leaves promps that have nothing to do with my issue and hangs up on me when I request a live *** the chat robot keeps telling me it will clear the phone tree so I can get through. It does not understand my issue either it keeps giving me the wrong solutions. This by far the worst place to have your mortgage loan. I want to look at refinancing to another company this is awful!

  Mr. Cooper

  Date: 05/12/2025

  Thank you for getting in touch. We tried to reach you about the issues you've been having. We know how crucial it is to connect with us when you need help, and we sincerely apologize for the trouble you've experienced. Our aim is to offer the best customer service, and we're continuously working to enhance our systems to make it easier for you to speak with a live representative.
  We recently introduced a new Interactive Voice Response (IVR) system to boost security and improve your experience. Here are some tips to help you navigate it more smoothly:
  We need to know the reason for your call before transferring you to an agent. Please follow the prompts and choose the relevant category.
  The system won't recognize the word "Agent" or the number "0." After following the prompts, it will direct you to a live agent in the right department.
  You can also reach us through the Chat feature on the Mr. Cooper website. Just log in to your account to explore more options for using our ************* We appreciate your feedback and are eager to assist you.

• Review fromSirish M

  Date: 05/07/2025

  1 star

  Sirish M

  Date: 05/07/2025

  Mr ********************** is the most difficult servicer to reach. I have a question about application of payments toward mortgage, which are not showing up on my statements. I wanted to speak with an agent to get a clarification. But it is absolutely impossible to reach a person to get an answer and their automated system does not provide the clarification I need. It is absolutely ridiculous that one cannot speak with someone to get an answer to a question that is of critical importance to a customer and can have a significant impact on the home ownership. If I could change, I would. Unfortunately, my account was automatically transferred to this servicer by the original mortgage provider I signed with.

  Mr. Cooper

  Date: 05/12/2025

  Thank you for reaching out to us. We attempted to contact you regarding your concerns and are glad to see that you were able to connect with a representative from our **************** team. We understand how important it is to reach us when you need assistance, and we sincerely apologize for any difficulties you may have encountered.
  At Mr. Cooper, we are committed to delivering the highest level of customer service. To better serve you, weve recently implemented a new Interactive Voice Response (IVR) system designed to enhance security and improve the overall customer experience. We recognize that changes like this can take some getting used to, so here are a few tips to help you navigate the system more effectively:
  Please listen carefully to the prompts and select the option that best matches the reason for your call. This helps us direct you to the right department more efficiently.
  The system does not respond to commands like Agent or pressing 0. Once you follow the prompts, youll be connected to a live representative in the appropriate department.
  You can also reach us through the Chat feature on the Mr. Cooper website. Simply log in to your account to access chat support and explore additional options.
  We truly value your feedback and appreciate the opportunity to assist you. Thank you for choosing Mr. Cooper.

• Review fromRoman K

  Date: 05/07/2025

  1 star

  Roman K

  Date: 05/07/2025

  Phone customer Interactive Voice Response is horrible it never could answer my question and would never let me get to a human. So now I can't set up autopay. Their web FAQ talks all about setting up autopay but it doesn't allow you too. So far since they bought my load from **************** it's not be pleasant.

  Mr. Cooper

  Date: 05/12/2025

  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 fromSharon K

  Date: 05/06/2025

  1 star

  Sharon K

  Date: 05/06/2025

  Sucky experience. Can't get a live agent for money that's due me

  Mr. Cooper

  Date: 05/13/2025

  Hello ******! Thank you for reaching out to us regarding your inquiry about the escrow surplus check issued by your previous mortgage servicer, ********. We understand that you have not received the check for six months due to a change of address. 

  
  We have confirmed your information and submitted a request to our research department to reissue the check. Additionally, we have updated your mailing address to ensure the check is sent to the correct location.

  
  We appreciate your patience and understanding. If you have any additional questions or concerns, please do not hesitate to contact us directly at ************. Our team is here to assist you and provide any support you may need.

  
  Thank you for informing us of the situation, and we encourage you to reach out if you need further assistance.
  
  If you need any further adjustments or have additional information to include, please let us know!

• Review fromJeremy W

  Date: 05/06/2025

  1 star

  Jeremy W

  Date: 05/06/2025

  TERRIBLE CUSTOMER SERVICE ************ agent and I have both tried to show proof of insurance numerous times and keep getting told that it's invalid to the point that they've now purchased their own home insurance for the policy double the premium of my current, ACTIVE insurance policy.When trying to get a hold of someone I go through endless loops of menu options that lead to nowhere. Only way I could get a hold of someone was to call the claims line and have them transfer me to someone on the insurance side. Where I then get fed the same BS that my insurance isn't valid??!?!?Worst mortgage company I've ever dealt with. ************ agent agreed.

  Mr. Cooper

  Date: 05/13/2025

  Thank you for taking the time to speak with me.
  Were sorry to hear that your experience hasnt met expectations. Please know that we take your feedback seriously and are committed to improving our service to better support you. We appreciate you bringing this to our attention.

• Review fromJon S

  Date: 05/06/2025

  1 star

  Jon S

  Date: 05/06/2025

  Mr. Cooper bought my mortgage and has been nothing but disappointing since. Despite record profits and strong home values, they refuse to offer basic products like a *****. When I voiced concerns, their *** was dismissive and condescending. This company prioritizes profit over service at every turn. Avoid if you have other options.

  Mr. Cooper

  Date: 05/07/2025

  Thank you for taking the time to speak with me. We regret that we did not meet your expectations and want to assure you that we prioritize customer service alongside our business operations. We understand the importance of offering a variety of products, and your feedback will be instrumental in improving our services.
  We value the relationship you have maintained with us and hope to regain your confidence in the years to come. Please feel free to reach out to us directly if you have any further concerns or if there is anything we can do to assist you.

• Review fromMike B

  Date: 05/05/2025

  1 star

  Mike B

  Date: 05/05/2025

  And possible to get a hold of anyone this is the worst company I've ever worked with

  Mr. Cooper

  Date: 05/08/2025

  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.  

  Mr. Cooper

  Date: 05/08/2025

  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.  

• Review fromAnthony R

  Date: 05/05/2025

  1 star

  Anthony R

  Date: 05/05/2025

  Mr. Cooper is a sorry company and dose not help

  Mr. Cooper

  Date: 05/07/2025

  Thank you so much for taking the time to speak with me. We genuinely regret that we havent met your expectations, and we're deeply committed to improving our service to ensure a better experience for you in the future. Your feedback is incredibly valuable to us, and we appreciate you bringing this to our attention. We are dedicated to making the necessary changes to enhance our service and ensure that you and all our customers have a positive experience.

• Review fromGregory L

  Date: 05/03/2025

  1 star

  Gregory L

  Date: 05/03/2025

  The worst experience Ive ever had with a mortgage company. They are unavailable to talk to a live person. If youre making a choice as to who to do business with, steer clear of this poor excuse for a corporation. I hope the BBB reads these reviews and acts on them. By the way I did not choose to do business with Mr. Cooper. ***** Fargo, another terrible company sold my contract to them.

  Mr. Cooper

  Date: 05/07/2025

  Hello,

  Thank you for taking the time to speak with me. We apologize for the frustration you have experienced with our service. We understand how important it is to speak with a live person, and we are committed to improving your experience.

  We recently implemented a new Interactive Voice Response (IVR) system to enhance security and improve customer interactions. Here are a few tips to help you navigate the system more effectively:

  
  We need to understand the reason for your call before transferring you 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.
  Additionally, you can reach us through the Chat feature on the Mr. Cooper website. Please log in to your account for further options regarding our Chat services.

  We value your feedback and appreciate the opportunity to assist you.

  Our **************** team can be reached at ************ during the following business hours:
  

  Monday Thursday: 7 a.m. 8 p.m. (CT)
  Friday: 7 a.m. 7 p.m. (CT)
  Saturday: 8 a.m. 12 p.m. (CT)

   Thank you for your patience, and we hope to turn this experience around for you.

• Review fromTim R

  Date: 05/02/2025

  1 star

  Tim R

  Date: 05/02/2025

  Absolutely the worst loan servicer in the world. I spent an hour trying to get a live body on the phone. When I finally did they did not give a c*** about why I was calling. All of the numbers they had for me were wrong, last four of social, phone numbers, EVERYTHING. I am at 3% on my current loan and might consider refinancing to 6% just to get rid of Mr ******* mortgage. I spent 35 years in the mortgage business so I know very how the system works. It is beyond my comprehension how they are allowed to service loans. Avoid Mr ******* mortgage any way you can.

  Mr. Cooper

  Date: 05/08/2025

  Thank you for taking my call today. I truly appreciate you bringing your concerns to our attention. Its clear that your experience was far from satisfactory, and I want to assure you that we take your feedback very seriously. We are committed to providing the highest level of service and professionalism to all our customers.
  I am deeply sorry for the unprofessional behavior you encountered. Its not reflective of the standards we hold ourselves to, and we will take immediate steps to address the issues and prevent them from happening again.
  Could you please confirm when you receive this email? It will help us ensure that your concerns are being properly addressed. If you have any further questions or concerns, I encourage you to reach out. We are here to support you and make things right.
  Thank you for your patience and understanding.