Mr. Cooper Reviews

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???

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.