Mr. Cooper Reviews

Mr. Cooper is the worst company I ever see in my life. They are nothing but scam and crook. I bought my house for three years ago hundred and $50,000 a small condo. I paid $50,000 down payment. My mortgage got sold to Mr. Cooper. My payment was $800 a month. Mr. Cooper later up to 1000. I was paying $1200 a month anyway more than I supposed to Mr. Cooper every day. I have a phone call from them for late payment. Three years later my balance is 127,000. I decide to refinance they own my credit. They have 100 point low on my credit report. They messed up my life just because I was honest and pay on time more when I supposed to do I call them. They never answer the phone. Always in AI voicemail. I don’t recommend anyone to have a mortgage with them. There’s nothing but bad news.

This company is the absolute worst to do business with. They acquired my loan in 2018 from another servicer, and the amount of stress both emotionally and mentally given to me by them was immeasurable. First, they tried to increase my monthly payment despite a previous verbal agreement that they had to honor. Secondly, after telling me that there was nothing they could do to modify my payments and give me a little help, they sent me modification papers on more than several occasions and told me to ignore the applications each time.

My name is Lisa **. I have had a loan with USAA and then Mr. Cooper bought the LOAN over and that is when my nightmare started. Issues regarding late payments and issues with Escrow payments -- I continually kept making payments and when I tried getting answers I never got anyone on the phone. When I called and got a hold of someone the call would disconnect. The hold is always long. Now, they sold my Loan to Rocket Mortgage and I am getting still default notices. However, I have also as of 2024 applied for Homestead Exempt and was approved but Mr. Cooper never adjusted the balances and the issue has been going over for nearly 3-4 years. There is no one to take charge of this matter. I have gone to my Harris County office to confirm that I am exempt from paying a big portion of my taxes due to my home being my primary home and age. I have no idea why this company is so irresponsible and not helping their clients.

Tried to get my 2025 annual escrow and interest statement for January 2025 through August 2025 (when I refinanced). The link - sent me to another mortgage company (the one with which I had refinanced) for the August-December statement. Nothing I did got me to the Mr. Cooper statement. I spent 1 1/4 hours trying to contact Mr. Cooper online and by phone. Their website kept sending me to Rocket, which did not have my Mr. Cooper payment information for the "old" loan. Nightmare.

Have now called 3 times to get a re-issued check for overpaid escrow that was destroyed in the mail. Has been over 3 months and still no check. NOBODY there cares about their customers!!!! You know the ones paying your salary!!

The worst customer service. They want you to do everything on the app. You will never be able to speak w/ anyone unless they think they’re suckering you into a refinance. Seems like it never fails when trying to make your payment their app is down. Or something is not right causing you to spend hours trying to make the payment. And then there’s no one to call and speak with. Ridiculous.

If I could give Mr. Cooper negative stars, I would. They have been my mortgage holder for several years. They bought my mortgage from my previous holder. My escrow account with my previous holder worked smoothly. For some reason, Mr. Cooper did not set-up an escrow account when they bought my mortgage and I was still charged the same payment. EVERY YEAR since I have had to re-set-up my escrow account with them. This was the first year everything was going smoothly with my escrow . . . or so I thought. Mr. Cooper never paid my flood insurance policy. When I called to tell them to please pay it, I was told that they pay all the flood insurance payments at once. Well, my flood insurance lapsed and wound up being cancelled. I had to get a new policy at a HIGHER RATE, all because of Mr. Cooper. Negative 5 stars.

Trying to pay off our mortgage early so each month, I call in to make a "principal only" payment. Did so on Feb 3 with clear instructions that the amount was a principal payment. Yet, when the statement arrives, I see that the amount was not credited as instructed. Called and spoke with a rep who confirmed that the notes showed that the payment was for principal only but she is not sure why the system credited it towards the loan. How convenient!! Could it be that this 'mistake' was made because in paying off the loan early, the lender will not earn as much interest???

I am retired military, senior and 100% service connected veteran. Dallas county granted me 100% tax exempt which Mr. Cooper continues to collect after sending them the tax exempt documents provided by Dallas County Tax office. When I asked for supervisor they said I would have to call back and talk to someone else. I emailed 7 different documents on November 5, 2025 after speaking with Mr Cooper customer service, then again on February 2, 2026 same documents. On Feb 10, I called again and emailed again the document proof of being property tax exempt only to be told they would review it again and it takes at least 2 weeks. Nationstar, Lakeview/Mr Cooper are the worst. I feel the staff is not qualified on handling mortgages and escrows. What to do here?

The worst company with which I have ever dealt. They CANNOT manage the escrow appropriately and continue to tell me that my homeowners insurance has increased $3300+ year over year - which in fact it has not. You cannot get ANYONE on the phone and the "chat help" is hardly helpful.