Mr Cooper
Reviews and Complaints
Murrells Inlet, South Carolina
Need to speak with an associate
I need someone, an actual person to call me back. Kept being redirected by AI, I simply need to speak with a human to resolve my issue.
Please call me back.
ASAP. It is urgent.
User's recommendation: Strongly do not recommend.
Naples, Florida
Tax info before loan was transferred
I want to speak to a live person not a recording. When I say no to sending a link the recording responds to saying it will send a live link to me.
This is a time waster. I have called numerous times and have received no live person
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Lewisville, Texas
Dismissing an older person
I had a poor experience with Mr. Cooper and stopped doing business.
It was with Loan Depot who sold my mortgage to them.
Their communication is very weak, as is the level of caring they demonstrated in my case as a senior customer. What else is new?
- Uncaring non response company
Preferred solution: Apology
User's recommendation: Find another mortgage company
Albuquerque, New Mexico
Need to talk to somebody
It's impossible to talk with anybody.You've set it up your automated system so you don't have to answer phones of your customers.I think you guys suck you guys are I would tell any future I wouldn't recommend anyone to you pathetic people.I don't know what the hell's the matter with you guys what you can't answer the phone
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCOOPER IS THE WORST!
I was notified that Mr. Cooper had purchased my mortgage loan from my previous mortgage company.
On 18DEC2024 I was contacted by Mr. Cooper to inform me that my payment (my very first for this new mortgage) was late. I received the voicemail and I made a considerable amount of attempts to contact them to resolve the issue. No way to get a hold of a live operator.
Made additional attempts to contact them on 19DEC 2024. Again, after spending hours trying to get to a LIVE OPERATOR to assist me. NOTHING! Each and EVERY time I was hung up on by the automated system.
This is my first payment for this mortgage and the LAST time I will ever be put in this situation. In over 30 plus years of working with mortgage companies, not one time, NOT ONE have I ever experienced something like this. I'm actually embarrassed for them that they run a company so unprofessionally and disgusting like this. It is obvious that there are issues considering the amount of bad reviews that can be seen online.
I've seen one site that are favorable to them which may be questionable considering the amount of negative reviews. I will neither recommend this company or do business with them EVER again once I have left them.
I will be refinancing with another more reputable mortgage company. COOPER IS THE WORST!
Preferred solution: Nothing..... they need to be looked at very closely by the Department of Justice.
User's recommendation: Have nothing to do with Mr Cooper.
New York, New York
Uncashed refund check
Cambiar un cheque que Esta a nombre de la compañía y no tengo un número donde pueda comunicarme con ustedes mi hipoteca Esta obtener necesito información sobre como cambiarlo y comunicarme con ustedes solo Otras compañías me contestan espero este mensaje lo pueden recibir gracias
Hobart, Indiana
Balance
I would like to talk to someone but I cant get past automated person and it has hung up on me twice.
User's recommendation: When they say they want to talk to an agent, let them talk to an agent
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
New York, New York
Sin solución
No poder hablar con un representante solo tienen automatizado no tienen un número para poder llamar directo a una persona que puedan ayudar con el problema no poder resolver mi problema
Orlando, Florida
Poor service
Mr cooper changed my escrow. My usual payment was submitted and excepted.
Because it was short the extra escrow they claim No payment was made and sent it to collection.
None of their phone numbers let you talk to a human. Extremely poor customer service.
User's recommendation: Don’t use Mr cooper!!!!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Saint Louis, Missouri
Please, please I want to make a payment. I do not know how to do it online only by phone please I need to talk with someone.
I like to make a payment. I do not know how to use the Internet, please I do not want my payment late. Can I talk to someone?
Beaverton, Oregon
You cannot get a live agent on the phone
I need a male monthly paper statement. I do not want to be on paperless anymore, and I need to speak to a live agent.
User's recommendation: If a customer service isn’t better, you can speak to a live agent I think about it twice
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerDo any humans work at this company???
Here is the message I submitted to the Better Business Bureau today:
This company does not have humans available to field customer service requests. It offers only AI-based and automated services.
As a result, I am unable to get it to accept an important tax document, which I believe is necessary for it to correctly calculate my mortgage.
I didn't ask to have Mr. Cooper in my life -- this company bought my home loan a few months ago.
But if it's going to handle my mortgage, it needs to have HUMANS at the ready who can answer my questions and provide contact information to ensure that my monthly mortgage payments are correctly calculated and that its staff is paying my taxes out of the escrow account.
- No humans work here
Preferred solution: I need a HUMAN to call me and help me get my documents over to them, so that my mortgage may be adjusted if need be.
User's recommendation: FILE A COMPLAINT with the BBB. DEMAND that HUMANS are available to handle customer service needs.
El Paso, Texas
Necesitaba hablar con un representante
Pero como tengo k pagar por un servicio k deben ofrecer ustedes
No me contestó un operador después de muchas llamadas me pueden contactar a mi número de teléfonolefono
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerCustomer service
The phone system for Mr Cooper may be the worst in the USA. Getting thru the Automated answering system to speak with a live person was impossible.
After three attempts and 17 minutes, I went to chat online. The person I finally got was not able to help me and gave me another number to call. Then after two attempts with that AI, I did reach a person.
46 minutes to get a 3 minute problem solved. If you can avoid Mr Cooper, I suggest you do.
User's recommendation: avoid at all costs
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer |
Bellevue, Washington
Mortgage
Im not able to sign up or contact anyone regarding my mortgage that was transferred from Wells Fargo to Mr Cooper. To me the service is not good.
I called the number that I was provided by Wells Fargo and the response was were unable to proceed. I provided my loan number with Mr Cooper as well as my social security number and all they said that couldnt locate the file.
Thank You for Your Reply! We are processing your message.
Your comment is successfully posted.
Won’t help you dummy that’s not an accredited company responsible or liable your comment flew out the window. I’m sales agent for cooper and we don’t feel bad at all trust me.
Keep calling refi and we will keep putting you in the endless rabbit holes.
There are humans you just gotta know how to operate computers it’s 2025! Not 1965!
Some individuals are uninformed, as I have never encountered a comment similar to this response. To the person who wrote the review, thank you. I have the same issue!
I imagine you don't win any "Employee of the Month" awards. You sound like a nightmare employee who might be better suited to flipping burgers.