Mr. Cooper Reviews

My Wells Fargo home loan was taken over by this terrible company, and every month I was getting late notices, papers to fill out for help with help making a loan payment, and causing stress in my life, while ALL my payments were always on time every time, because I had my payments set to auto pay. The bills kept coming in, and they kept getting paid. After a few months as I was getting nearer to payoff, I started receiving checks from them for the same amount I was paying, and I couldn't figure out why. I kept calling, and they were saying I wasn't paying the amount, but I assured them I was and offered to show them proof which they refused to see. They were still returning the money. So after further investigation, I find out there was an amount on the back-end that was owed during the covid relief program Wells Fargo set me up on, and instead of paying the auto paid amounts to that, they were sending it back.

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.

We are living a nightmare with Mr Cooper/Rocket Mortgage. Rocket sent our escrow check in early December for our taxes and it returned unpaid by Rocket's third party to our taxing authority! In other words, the escrow check bounced! While trying to work this out with Rocket they sent another payment in early January, but took it out of our escrow account AGAIN, over $5100, twice! We now have an escrow account shortage and a monthly payment that they have raised almost $600 a month to make up for a shortage that is their fault! I have spent hours in their chat and on the phone over the past month with still no resolution. Getting ready to file a complaint with the Consumer Financial Protection Agency as I'm just done with them. Worst thing that could have happened when Mr. Cooper was bought out by Rocket!

Not a fan, unfortunately, my mortgage was sold to Mr. Cooper. I inadvertently made a double payment on my mortgage when all I wanted to do was add extra money toward principal. Website is not so user-friendly. My mistake ended up in a double mortgage payment. I was asked to provide banking statement indicating both payments had posted. I provided the information, which was not acceptable to Mr. Cooper. I was told I would be refunded in 3 days, and to date, 8 days later, I have not been refunded. I am jumping through hoops to get my money back, and countless emails and phone calls are not helping at all. Very disappointed with customer service.

I thought I did the right thing by paying off my way overpriced money sucking interest rate mortgage. For some reason Mr. Crooked cannot send the documentation stating the fact. This company is fishy at best. Do not trust them or any mortgage co really, but they in my opinion are the bottom of the barrel when it comes to promises. In short if they are not sucking your money they will not comply to your needs. Even when they are sucking your money, they must give bonuses at customer service dept for screwing people over serious.

I am a client and cannot get into my account even after verifiying my sign in credentials. I have been attempting to contact a live agent at 3 different telephone numbers that all filter back into the same bot system that does NOT allow you access to an agent. When I state "online help" it tells me I'm being transferred to an agent and then I am informed that the center is closed and the hours listed are within the time frames they are supposed to be open. This is the 4 time in 2 weeks I have tried to call and it's always the same. I need to get into my account, and there is absolutely no way. I've verified my email and even changed my password, but I still cannot sign in. A company without customer service should not be in business.

The absolute worst customer experience and customer service I've ever received. DO NOT USE THIS COMPANY. Beware, trying to get a hold of a real person may ultimately result in your suicide. Rumor is the website was creating my actual monkeys. I tried to reset my password and upon reentering the new password, I was locked out..

I chatted with Mr. Cooper Powered by Rocket Mortgage today. I requested an emailed copy of the letter I received within the past month requesting proof of flood insurance on our Florida property. The first 2 customer service reps I chatted with sent me 3 separate emailed documents --- all were wrong and much older. I waited for a supervisor to jump on the chat. They eventually told me that the document was too new and it wasn't digital yet on their end. There are critical and vital communication breakdowns with their customer service. I will never do business again with Mr. Cooper or Rocket Mortgage. My assumption is Indian call centers for $2 an hour. Don't even bother trying to chat. You'll just rip your hair out.

I DO NOT RECOMMEND FOR MORTGAGES. I would give Mr. Cooper 0 stars if I could. I have received some of the worst customer service I have ever experienced. I was hung up on by three customer service reps - live humans, not their horrible voice system. I was calling because my mother died and I need to pay her bills.

Do not use this company. Worst customer service!! I was with Wells Fargo and never had an issues. Since Wells Fargo got out the mortgage business they sold to Mr. Cooper which is actual Rocket Mortgage! I had them so far 5 months and had to call every month because they can't understand or actually stop an Auto pay. 5 months and 5 times to set it up. I opinion is they want you to miss payments so they can charge you for a late payment. When you try use customer service they will put you on hold over an hour just wanting you hang up. Worst company to have a Mortgage with. I might have a great interest rate 4% but I am going to talk with local credit union even if it means a higher rate!!

Mr Cooper accepted our loan and we were able to pay it off in 8 months. That was 6 months ago. We are still waiting for the title. We’ve attempted to contact them numerous times to no avail. We can’t speak to a real person. We keep getting text chat and it doesn’t answer our questions. And then it will say "Please contact us." So we attempt that again and we’re right back to the text chat… how do we speak to a live agent?

Worst company off all time. If you planning to buy a house make sure your bank doesn't sell your mortgage to this company because you will be in hell. If I could have the power to destroy this company I will do it immediately.

I went on a deployment overseas with the military during 2024-2025. Due to having a little extra money coming in I was able to pay more toward additional principal. Mr. Cooper repeatedly misapplied these funds. Out of 12 months, only 4 months were applied correctly. I tried adding the principal with my monthly payment on the 1st, tried paying on the 1st then waiting until the 5th or the 30th to make an additional principal payment. It did not matter what I tried! Their system used it to pay 2 months first then put the rest to principal. There is not even an option to pay 2 months on 1 transition. I put that money in the additional principal field, without fail every month their system misapplied my funds.

Mr. Cooper is the worst company I have ever dealt with in my life. I have my property taxes paid by my escrow account and found out in October they sent the taxes to the wrong school district. The taxes are now almost $700.00 more than they would have been if they were paid in August as they have been for the past 7 years. Nobody can explain why the taxes were sent to the wrong school district and as of today, 12/22/2025, the taxes have still not been paid, despite call weekly since October. I would give them a zero rating if possible because every time I call, I get a different representative, and nobody can seem to rectify the issue by getting my taxes paid. My mortgage got purchased by this horrible company and now I am stuck with them. Worst company to deal with and would never wish them on anybody.

Staff are either willfully withholding information or internal processes and training are severely lacking. I am owed over $4k for escrow surplus. Mr Cooper issued a statement in August reflecting this, but has never sent my check. I have contacted 3 times in 4 months. I am told my check has been reissued and to wait 30 days. Most recently, I was told that my last request to reissue the check was denied, but no one ever informed of this. I've also been told different things about my options. For example, I asked if I could receive a wire transfer or a check with tracking. Initially, they told me no the first 2 times. Finally, a rep told me yes on third request.

Dealing with Mr. Cooper is the worst. Their departments do not communicate with each other. I have been dealing with insurance escrow issues repeatedly for the last 8 months. I pay insurance a year in advance every year but mr. cooper will not acknowledge that we have insurance even though I and my insurance company have provided proof of insurance multiple times. Instead they keep purchasing insurance on my behalf and keep adding escrow charges to my account. I am so extremely frustrated. I have spent countless hours on the phone and sending email documentation without any resolution. In short I HATE Mr. cooper!!!!

It’s so disheartening to read all the negative reviews but this company has certainly let so many homeowners down and they truly do Not care. It took me 8 months to complete a Loan modification with them (will never do this again). They repeatedly “lost all of my paperwork 6 times causing the whole process to take 8 months. This in turn drastically impacted my near to perfect credit score that was in the 800’s. I was lied to over and over again. I cannot understand how such incompetence and ignorance is allowed and tolerated by this mortgage company. I am so glad I have attorneys in my family to read each and every document. Never again.

Very happy with the customer service I received! I had made a mistake and Harsha was able to help me correct it and gave great customer service in the process! Very thankful I have my mortgage with a great company!

Mr. Cooper (now part of Rocket Mortgage) is great at taking your money, but good luck trying to get any of it back. I had an escrow account (to pay for home insurance and property taxes) with them and then decided to handle things on my own. When I requested the refund, it took them 8 weeks and 4 phone calls to finally have them mail the check.

It is impossible to get past the robot system, I spent 30 minutes trying to get through and the robot repeatedly hung up on me. My question was not answered by the automated system and it wouldn't transfer me to a representative.

The amortization schedule is ridiculous. Plot the interest paid and principal paid across the length of the loan with the dollars in the Y (up and down) and the year/month on the X axis (across the bottom). Mr. Cooper front loads the interest so high, you'll never pay anything off till the last few years of the loan.

They try as hard as possible to keep you from speaking to an actual human. Even when you do finally get through, you get inconsistent answers and no one actually seems to know what the correct information is.

Absolutely the worst mortgage servicer that I’ve experienced. I paid my mortgage off and they have told me it takes 3-9 months to receive a lien release. What? How is that even legal? They simply do not care because they are not being regulated to stop the abuses. My state, Florida gives them 45 days and I can’t wait to see if they violate that statute. Mr Cooper deserves to be sued for a lot of money.

Mr Cooper has failed to address an over charge on my loan payment and continues to overcharge me. I have sent multiple emails with the accurate property tax bill, no response. I have spoken with multiple people on the phone with no change or solution. Incompetence and zero accountability. 4 months with no results and overpaying our mortgage.

Mr. Cooper Mortgage went to every length imaginable to sabotage my attempts to sell my home and I am a veteran. We went through three buyers and Mr. Cooper Mortgage dragged its feet, lost paperwork, and turned every trick in the book until finally taking over my home in foreclosure. Completely unscrupulous company that cares only about making money.

Absolutely terrible loan servicer. As soon as our mortgage was sold to them, they failed to make the homeowner’s insurance payments despite taking ~$800/mo for insurance/taxes. They sent monthly statement showing a disbursement for insurance. It wasn’t paid to the insurance company and we didn’t receive a refund. They then started charging us additional money claiming that they were forced to acquire an insurance policy despite it being their fault that the insurance lapsed in the first place. We are currently in the process of hiring legal representation to sue this fraudulent company.

Extremely Disappointed with Mr. Cooper. For over a year, our biweekly mortgage payments were misapplied, causing us to pay more interest than necessary and delaying the reduction of our loan balance. Despite multiple attempts to resolve the issue, Mr. Cooper has shown little accountability and provided poor, unprofessional communication. We honored our payment schedule and should not suffer the consequences of their administrative failure. The handling of this matter has been frustrating, disrespectful, and deeply disappointing. Jaime **, North Bergen, NJ.

I have two major complaints with Mr. Cooper.

Stealing from another reviewer but the experience was the same. Mr. Cooper has no customer service, I cannot get a live Representative on the phone, they only to use telephone prompts, however I need to speak with a person live to handle my...problem. There is no option to select a customer representative to speak with. I wish there was a way to say no when your loan is sold.

Good luck trying to ever speak with any customer service representative because they require you to jump through 1,000,000 hoops before that is allowed. I've been trying to reach them and get my dead grandparents' mortgage straightened out since April and they are absolutely useless. Avoid these horrible people at all possible costs.

Absolutely no customer service! Can not get anyone to respond to get a simple mortgage statement. I just want to refinance or sell just to get away from this company. Worst experience of my life with any lender!