Mr. Cooper Reviews

I have been a loyal customer for 8 years! Since 2017 I have paid on time and even paid 100 Over each month. I have found myself in a financial bind so called to get some help. NOT WITH MR COOPER. They won’t accept a credit card payment. And will not work with you until it’s 30 days overdue! Then your credit score is ruined. Will be looking into another mortgage company as this is unacceptable!

My experience with Mr. Cooper’s equity loan process has been nothing short of a nightmare. Instead of wiring funds directly to creditors like any modern financial institution, Mr. Cooper—shockingly—cuts physical checks and mails them to you, the customer, expecting you to figure out which check goes to which credit card company and then mail them yourself. The checks are labeled with confusing acronyms that make it nearly impossible to identify the correct accounts.

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 insurance problem that was cause by Mr. Cooper. There is no option to select a customer representative to speak with. I have had my problem since May of 2025. I try to send information to update my homeowner’s insurance online and even got confirmation from Mr. Cooper, however they never changed it as it still shows an insurance company that I have never used, they even paid this insurance company as well as my current insurance company which they paid first, so basically, they paid two insurance companies. I had to reach out to an insurance company that I never signed up with to get my refund. I will be trying to get rid of my mortgage with Mr. Cooper as they are absolutely the worse company that I have ever dealt with. Mr. Cooper is the worst!!!

We are not satisfied with your service since Mr.Cooper or LakeView Both Star Flag Calling Us 1,5. We feel intimidation and harassment from you and a hostile environment. We cannot work properly because Mr. Cooper calls us 24/7 every day, which feels intimidating. We asked the call center to make payment bi-weekly. The answer was that we have to submit two payments to be authorized. We field a Home Owner; we are limited. We hope the government sees what they are doing and helps Home Owners...

Our escrow was dropped December 2025 and it's now September 2025 and we STILL haven't had this resolved. They are impossible to communicate with and their customer services just blows hot air at us. We have filled out their stupid reinstatement forms THREE times and it is YET TO BE RESOLVED!! I'm so over them!

It looks like our account has been transferred again to another company called Cross country mortgage. We're very disappointed about this and we find it very unprofessional. This will be the third loan place that we've been transferred to just to make our payments for our house. I tried to sign up on their page with the new loan number they provided, and I am unable to. I just wanna be able to pay my bill monthly and not having to keep sign up every few months with a new loan company. It’s a waste of my time and very unprofessional.

I have been reaching out to Mr. Cooper since my father's passing. After notifying them of his death, I requested the payoff amount of his home loan via email (per their instructions). I also asked that they send the information via email to make sure I received it as soon as possible. Additionally, I offered my home address if they had to send the request by US mail, as I could not retrieve mail from my father's home address. I received an automatic reply stating that my request required additional investigation and was being escalated to their research team. However, I received nothing. Upon my THIRD request for the payoff amount, I also requested a copy of his signed agreement. Surprisingly, I finally received the payoff amount I had begun requesting three months earlier, but NOT the signed contract. Also, that payoff request was sent to my father's home address, so I received it four days before it expired.

Fraudulent Criminal Financial Institution. Many have lost their homes to foreclosure.. It appears they prey on Seniors and veterans.. Do not bother with a class action lawsuit. They settle out of court paying a nominal fee. Seek legal counsel with a competent Real Estate attorney.

When our mortgage was transferred from Flagstar, my wife was just diagnosed with two types of blood cancer. We were away at Moffitt Cancer Center. For whatever reason we paid both Mr Cooper and Flagstar for two months. They said they would mail a check for the overpayments within 2 business days. I called back ten days later and was told the check went out and I should wait 10 business days before calling back. I called back after twelve business days and was told they would resend the check. I said I would pay for overnight mail. They said I can't do that. Then they said, only one extra payment would be sent because a mortgage payment was due in fifteen days. I told them we have auto pay from our bank set up. I accused them of never mailing the first one. It's been twenty days, and I have not received the letter with my check. They are liars. I would bet they say now that another mortgage payment is coming due.

Beware!!!! Nefarious business, I was unwillingly set up with this company. Wells Fargo sold my mortgage to Mr. Cooper. Mr. Cooper is impossible to reach, letter after letter, call after call, hours spent trying to figure out why my payment went from $467.39 to 1089.00. Mr. Cooper doubled the value of my home, and bought insurance on that value, adding contents, exterior buildings (that are non- existent) My escrow from Wells Fargo has disappeared. Mr. Cooper is unreachable. I am disabled, my income is fixed, I only owe Mr. Cooper one sixteenth of what they say my house is worth. I am going to have to sell my home because of them. It's an absolute nightmare for someone alone and in my golden years.

Calling their automated system is crap! Can’t get ahold of an actual person. Even asking for an operator is not help with the stupid automated systems. GET REAL PEOPLE TO ANSWER YOUR COMPANY NUMBER!!!

Very shady company! They bought my mortgage from Wells Fargo, where I had my taxes and insurance in escrow. There was a $4000 balance from Wells Fargo and they simply absorbed it. I asked for a check and they said they needed 2 months to do an escrow analysis, what a line of BS! They are simply sitting on my money, bunch of pirates. I've never received a nickel or a follow-up phone call or email. This is the absolute worst finance company I've ever seen. DO NOT DO BUSINESS WITH Mr Cooper!

1 day into our loan being transferred to Mr Cooper. Tried to take our flood insurance out of escrow and they just closed our escrow account instead and sent an email reflecting that. It’s ridiculous that we’re subjected to this company against our will.

My mortgage was transferred to Mr Cooper and I was required to escrow for my new flood insurance. I told them I had a savings account earning good interest that I'd prefer to use, but this was disallowed. Well, my first flood premium with Mr Cooper is due on 9/21/2025 in the amount of $1509. My worst nightmares are fulfilled. They issued a check to the insurance on 8/5/25 in the amount of $1625 (wrong amount, great job). To compound the problem, they issued a second payment to the insurance company on 8/11/25 in the amount of $1639 (wrong amount, great job). Beyond the fact that they are incompetent in paying the actual premium amount, they paid twice!! And 2 different amount!! My current escrow is now negative and I'm sure they will shortly harass me to make up the escrow shortfall.

Unfortunately I got moved to a flood zone and Mr. Cooper requires me to escrow instead of utilizing my savings account and earning interest. This is the first year for them to pay my flood insurance and they completely did it wrong. My payment of 1509 is due on 9/21. On 8/5, they paid the insurance 1625. Then, they paid them another 1639 on 8/11. Now I have a negative escrow balance and I’m sure they will harass me to bring it current. I tried to call the insurance department but their phone system is prohibitive to reaching a human. Called regular customer service who got someone on the phone after 10 minutes. They had no clue and came up with excuses like - we received a letter with an amount 3 months ago and just paid that. Really? You paid twice and neither was the correct amount.

In 2024 Mr Cooper paid the wrong amount to my insurance company; which screwed up my escrow. I attempted to call several times to resolve the issue, but could not get the issue resolved. Finally I used an attorney and got the issue fixed. In 2025 30 days before my insurance was due I sent Mr Cooper my new insurance company information and they still paid the old insurance company and that screwed up my escrow. I have been asking for assistance since May 2025 and all I get is automated messages claiming my payment is late. Mr Cooper uses their automated customer service to attached fines and fees. I reported this to the CRFP but they did nothing. Mr Cooper and the CRFP NEED TO BE FIRED

Failed to pay our property taxes, issued multiple wrongful surplus checks instead, by the final instance when property taxes were actually paid it caused a major negative in our escrow because they just kept sending surplus checks. Raising our mortgage substantially and they are refusing any accountability on their end.

MR. Cooper does not allow me to pay off the shortage on my escrow. They simply want to keep adding more to the monthly due to the shortage. This seems like a scam to me. Why can’t I pay off the mortgage myself? They are unable to give me a reason, and simply say that’s their policy.

Rude customer service agents. Poor business practices. My loan is paid off but they want to send back the over payment and want me to wire them funds, even though the funds are in their possession now.

Literally the worst mortgage company ever. The new Freddy Mac. They try their hardest to get you to borrow against your home and they continually raise your mortgage rate until you’re almost at the point of losing your home because you can’t pay. Garbage company, garbage customer service and terrible, inhumane business practices. I’d literally go to a loan shark before I ever do business with them again!! Unfortunately Wells Fargo sold my mortgage and I have no control over the situation.

1-Star Review: Final Mortgage Payment Disaster. I just made the final payment on my mother’s mortgage with Mr. Cooper, and the experience has been nothing short of outrageous. I used the exact same online payment method we’ve always used — the same method Mr. Cooper accepted for years. But this time, they rejected the payment without any prior warning and then charged us $1,000, claiming the last payment had to be sent to a "different account" via certified funds.

Probably the worst customer service I have ever experienced. What they do with insurance borders on fraud and their employees attitude is abysmal. If Nationstar/Mr. Cooper buys your mortgage pay it off or find another lender. I can't find words to describe how bad they are.

Absolutely terrible company.... There's not enough characters to say what I need too.... Shady.... all the way around the board. They can never explain any breakdown of why the escrow is short.... They just want $$$ or else.

As a real estate professional I cringe if I have to do a deal with them. The absolute worst. Worst communication, worst transparency, the lack of state to state knowledge is incredible. Please please please - choose another lender. Talk to your RE Agent - offers using Mr. Cooper as the lender automatically become less desirable. The stress this company causes with their less than knowledgeable processors and mortgage officers is beyond my comprehension.

Updated on 07/15/2025: I just got off the phone with Mr Cooper. We have been trying to get our funds since June 3rd for a house fire that we had last September. After being on the phone again for far too long they told me that there is no request for funds. Our initial request for an inspection was on June 3rd. They scheduled us for the 13th. It was a Friday. They didn't show up. They rescheduled us for the 27th and they showed up. Here it is July 15th, I was on the phone last Tuesday for an hour and a half trying to get a status of when they're going to send our funds. I am so sick and tired of them saying 2 to 5 business days for every little thing. Then all of a sudden they needed blueprints and the contractors bid, so we submit that last week.

I have my mortgage with Mr. Cooper for years with my due date the 22nd of the month for the reason I only can pay it with my social security check. Now they changed it to the 15th of the and I can't pay it by then because my check comes 3rd Wednesday of the month. So now it's accumulating late charges and it's not my fault. I called twice and they won't change it back.. Not accommodating to a customer at all. TERRIBLE CUSTOMER SERVICE!!!! I hope Rocket Mortgage that bought them straightens them out..

Good luck trying to speak to a human being via phone. It won't happen. The contact number you call is nothing more than an automated menu that will not allow you to speak to a human. Live chat with PAKISTAN or INDIA was of no help in putting me in voice contact with a human. I am beyond angry. Companies that intentionally try and prevent direct customer contact (and there are many) deserve to be audited yearly by the IRS. I would not do business with them, but have no choice due to loan transfer. Another issue in itself....

Since our loan was transferred from Wells Fargo to Mr Cooper early in 2025, we have experienced nothing but challenges with this lender. Trying to reach a live agent is like trying to personally see God face to face...IMPOSSIBLE. They send "collections notices" in texts when the mortgage isn't paid right on the first of the month, though we have never gone beyond the late date. June 9, 2025, I called six times and tried to reach a live agent after my wife received one of these "collection" notices.

Absolutely awful company. I did not choose them, my loan was sold to them and I would refinance to get it out of this company if my rate wasn't so amazing. They do not have a way to get in touch with anyone unless you tell their automated system you would like to make a complaint, they take their sweet time getting your insurance payment back to you after a major loss so just hope if your roof takes a hit that you don't get rain while you wait on them to do their part so it can be fixed, tarps are great, but after nearly a month... well, IYKYK.

Nothing but headaches since they acquired my mortgage two years ago. Two times now they have not paid my homeowners insurance to AAA. My statement clearly says my mortgage payment includes taxes and insurance. Did they pocket my money? I have no recourse and getting help with this has been impossible. The agents have zero answers nor offer any kind of resolution. Fraud at its finest. BEWARE OF THIS COMPANY.

Wish I could do zero stars. Ongoing issues with Mr. Cooper. They recently bought my mortgage and started charging outrageous additional escrow per month (pre-accrual escrow above my actual taxes and insurance to anticipate future increases in taxes and insurance.) Can’t reach a live person.… I cancelled my escrow account last month, received letter that escrow account closed. While awaiting my escrow refund I learned they went ahead and made my insurance payment for me at an inflated rate of $1,000. Now can’t get the insurance payment back and Mr. Cooper just gives runaround. Chat “help” is useless. Hopeless. Cannot resolve issue with WHY they paid my insurance! Cannot talk to anyone! I wouldn’t recommend Mr. Cooper (Nationstar) to my worst enemy. I wish someone else would buy my mortgage.

We have been a customer of Mr. Cooper for the past year, d/t our lenders selling our mortgage. We have had excellent customer service with them, and every time we've had to contact them over any details, they've been very transparent and helpful. I would recommend them as a lending agent to anyone, whether you're getting a new loan, refinancing, or equity loans. They're awesome!

They sent us a letter letting us know that they would charge us for not having homeowners insurance despite us having uploaded the documents on 3 separate occasions and calling them on the phone multiple times. They FINALLY sent us a letter saying they received it, but couldn't find us having insurance for a out 4 months. Now we're having to send them the documents they already have, that they didn't READ so they won't charge us almost $900. Seriously considering paying to have someone else carry our mortgage. At least with Wells Fargo they only open accounts in your name without your knowledge, but at least they never do this!

My loan was sold to Mr Cooper, and I have not had one positive experience with them since that time. Customer service representatives promise one thing and cannot deliver. Recently sold my house and they continued to draw money for automatic payments and are now making me wait 30 days to get my money back, despite the loan being paid in full. What a crock. NEVER work with this company if you can help it.

Mr. Cooper has the worst customer service of any company that I have ever encountered. It is truly impossible to get a person on the phone. The only way I could get to a person is to prompt the automated system with the word “complaint”. Most unprofessional company I have ever encountered. Truly a joke. Stay far, far away.

Received some remedy this week allowing me to move forward with finalizing affairs. Thank you.

I have had the unfortunate experience of having my mortgage loan bought out by Mr Cooper, and they are by far the worst in every way. First, they failed to pay my homeowners insurance (despite being set up correctly to come from escrow), they then failed to notify me of this until AFTER my current insurance was cancelled. I attempted for two full days to speak with a live representative but their automated system is set up to ensure you do NOT get to speak to anyone. I only had success getting a live person when I lost my temper and the automated system could no longer understand me. I also attempted to live chat - which kept giving me a message saying no one is available at this time - try again later. This was something I could not handle through an automated system or online - I needed to speak to someone to clarify what was happening.

I have been ‘trapped’ in a relationship with Nationstar a.k.a Mr Cooper for about 17 years when they bought my mortgage. They are a debt collector company that was successful enough to branch into a mortgage lender but never stopped with the aggressive debt collector attitude with filters into their agents. If it wouldn’t cost me thousands to refinance with a different lender, I would have years ago. I have never been late but have always been treated like a second class low life dead beat when I call in. It takes days to speak with a supervisor IF YOU CAN GET ONE TO CALL YOU BACK. I highly recommend avoiding doing business with Nationstar a.k.a Mr Cooper.

Ever since my mortgage servicing company was switched to Mr. Cooper, I have experienced the most frustrating situations with their customer service. It is almost as if they don't even exist. I say this because I have tried every possible way to communicate with someone regarding an issue, and no matter how many different numbers I've tried, from the ones they provide to the ones I've found online, you are sent into a never-ending cycle of options, none of which really apply to your situation. After spending over 20 minutes pressing the options that they provide and being led from one option to another, the system hangs up on you when you press zero to try to speak to a real person. How is this company in business? I repeat, how is this company still in business?

The customer service line has no way to direct you to a live team member, the complaint form covers the Submit button with a live chat option, and their live chat option kicks you off because all team members are busy.