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Mr Cooper

Mr Cooper

www.mrcooper.com
What is your customer experience with Mr Cooper?

Mr Cooper Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • Mr Cooper has 1.3 star rating based on 316 customer reviews. Consumers are mostly dissatisfied.

  • 18% of users would likely recommend Mr Cooper to a friend or colleague.

  • Rating Distribution
  • Pros: Non, Cant think of any, No clue how to be a mortgage servicer.
    Cons: Deceptive practices, Terrible customer service, Horrible service.

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Media from reviews

Mr Cooper - No points from me,...Ever!!Idiots!!
Mr Cooper - Will not connect to a LIVE AGENTMr Cooper - Will not connect to a LIVE AGENT - Image 2Mr Cooper - I needed to talk to a representative because my loan number I keep putting in...Mr Cooper - I needed to talk to a representative because my loan number I keep... - Image 2Mr Cooper - Unclaimed propertyMr Cooper - Endosar un cheque
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Aleeyah Hjk

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

Speak to an agent

I would like to talk to a live agent, but you guys keep putting me on this automatic crap, and I'm getting a little pissed off.

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Preferred solution: I would just like to talk to a live person

Sas S Uoa

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
| map-marker Dallas, Texas

Will not connect to a LIVE AGENT

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Mr Cooper - Will not connect to a LIVE AGENT
Mr Cooper - Will not connect to a LIVE AGENT - Image 2

I called the customer service number and after 10 minutes of trying to get a live agent on the phone, the automated system disconnected the call and never connected to an agent. Trying the chat option did the exact same thing, although it says 'please try again later' and never connects.

This is unacceptable! I need to speak to someone live about my mortgage and the system in place blocks every effort in doing so!

I will get rid of Mr. Cooper as my mortgage company one way or another!

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Anonymous
map-marker Riverside, California

No points from me,...Ever!!Idiots!!

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Mr Cooper - No points from me,...Ever!!Idiots!!

Blatant downrite credit crushers!!!helped my xwife steal my house and worm me out of MY DREAMS!!!F#@# THATS IT!!!IM SUINGI DONT EVEN WANT TO GIVE THEM ONE *** STAR!!

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User's recommendation: Sue Donna simpson

Bill T Ewd

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Verified Reviewer

Gross Incompetence

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I purchased a home in November 2023 thru USAA. In December 2023 when I returned back home with a load of my belongings, my mailbox was full of correspondence from numerous companies including NationStar, NationStar dba USAA, Lakeview Loans, Mr.

Cooper and numerous independent companies trying to offer me refinancing or home warranties. I called one of the four numbers representing the company that I now know as NationStar/MrCooper/LakeviewLoans. i was immediately given forgiveness for my first payment being late, even though i made my first payment through USAA. I made a second payment so i spent the entire year of 2024 ahead on a payment.

Around December 12, 2024 I received a notice from yet another company associated with the subject company stating my insurance policy lapsed one month earlier. The letter from Nationstar's Insurance Department was dated 16 days after policy expired. Money was available in the Escrow account, so adequate funds to pay the insurance, and there was no change in the underwriter or agent. Immediately upon reciepe of the letter dated November 29, 2024, I conferenced with my agent, the underwriter and someone from NationStar.

The funds were disbursed from the escrow account and the new policy went into force December 13, 2024. Now I am receiving letter's from NationStar's insurance branch, wanting me to pay an additional $128 to purchase an insurance policy for the period where the coverage lapsed. The people at NationStar insist it was my responsibility to cover the property with the required insurance, according to some paragraph in the contract I signed with USAA. While the intent of the paragraph is very clear, and what they are saying is true, I did provide coverage and the funds were available in the escrow account to renew the coverage.

Neither NationStar and their affiliates, the insurance underwriter, nor the insurance agent reached out to me to let me know the policy was coming due and there was a potential problem. Instead, NationStar let the policy lapse by 16 days before generating any communication whatsoever. It turns out, the original address the insurance underwriter had for the billing department at USAA was not the correct delivery address for NationStar. Nobody responsible for disbursing funds reached out to me or the insurance underwriter to attempt to resolve the issue, so a month after the policy lapsed I found out.

Now the company thinks to the solution to their incompetence is to let me pay for an insurance policy which I have never seen a copy of, for the one month period when there was no Wind & Hail insurance in force on the property. I would have been left to hang out to dry with no insurance during that period, which coincided with the end of hurricane season, had any events covered by the policy caused damage to my home. To look back and say I need to pay for a policy to cover my home when it was an error by NationStar that created the whole situation is ridiculous. I never did any business or signed any documents with NationStar or its affiliates during the purchase process.

USAA processed my mortgage note and NationStar bought said note after the fact. NationStar assumed the responsibility for my escrow account and should have reached out to both insurance companies involved in covering my insurance obligation, and verified the correct information was on file for the billing process.

It was NationStar's gross incompetence that created this whole situation. Now they want me to pay for a policy to cover the past...

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Cons:
  • There are three different websites for each account

Preferred solution: For the vendor to stop this ridiculous pursuit of collecting the fee, when they created the problem to start with.

User's recommendation: Avoid this company like the plague!!!

Aurora V Dly

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

UREGENCIA

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En febrero cumplí un año de haber firmado mi casa nueva. A los 6 meses, Mr.

Cooper compró la deuda. En agosto nos enviaron un documento con un nuevo análisis del depósito de garantía con la noticia de que estábamos pagando más de lo que nos correspondía y teníamos un balance a favor, por lo que decidieron devolvérnos una cantidad de dinero y ajustaron la cuota mensual, la que pasó de $2.468 a $2.004. Ahora resulta que este mes nos acaba de llegar un comunicado de que en el nuevo análisis del depósito de garantía realizado en marzo dio como resultado que tenemos un balance en déficit de $5.919 y nuestra nueva cuota a pagar es de $2.846 en mayo. ¿Alguien nos puede explicar?

Hemos hecho hasta lo imposible por comunicarnos con alguien para aclarar la situación, pero lo único que tienen es un sistema automatizado en sus líneas telefónicas.

Tienen que revisar y hacer un nuevo análisis; están equivocados. Por su error pretenden ponernos en esta difícil situación.

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Preferred solution: new analysis of security deposit

User's recommendation: Mi recomendación no es para futuros clientes porque lamentablemente uno no los escoge en la mayoría de los casos mi recomendación es para Mr Cooper. Un poco de profesionalismo y tener opciones de contacto directo con agentes.

Tommie W Awp

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
| map-marker Burnsville, North Carolina

I needed to talk to a representative because my loan number I keep putting in can not be found. I have an insurance check written to me and Nationstar mortgage and I don’t o ow what to do first .

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Mr Cooper - I needed to talk to a representative because my loan number I keep putting in...
Mr Cooper - I needed to talk to a representative because my loan number I keep... - Image 2

My loan number is not allowing me to access my account. I really want to talk to a representative in person over the phone, please.

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User's recommendation: Live voice communication

Resolved
Guy D Eum

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Verified Reviewer
| map-marker Atlanta, Georgia

Resolved: Inability to talk to a real person.

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Updated by user Mar 19, 2025

Company fixed the issue and I have been provided with apology. My bank (USAA) SOLVED IT.

Updated by user Mar 06, 2025

Couldn't get an answer from computer answering machine. No option to speak to an agent.

Original review Mar 04, 2025

My bank (USAA) has not received a homeowners insurance payment. I have tried numerous times to speak with a live agent.

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User's recommendation: Look for a different company.

Lisa P Tra

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Verified Reviewer

I need to speak with an agent

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This company is absolutely non-responsive to their customers and don't give a flying *** I tried for 2 days to get a hold of an agent and just gave up. I'm sure that's what they want.

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Cons:
  • Terrible customer service

Preferred solution: Apology

User's recommendation: Don’t go with this company.

Resolved
Tamera B Qhi

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Verified Reviewer

Resolved: Need to change bank info

I am sick and tired of not being able to talk to a person when I call. This is very frustrating, and I am considering refinancing through another company. Thanks, I would appreciate a call back to discuss the matter that I have.

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Preferred solution: A call from you

Malcolm Yqb

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
| map-marker New York, New York

Endosar un cheque

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Mr Cooper - Endosar un cheque
Mr Cooper - Endosar un cheque - Image 2

No puedo depositar el cheque sin estar endorsado esta a mi nombre y de nationstar mortgage y nesecito poder pagar los gastos del arreglo de la casa

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Susan E Zfr

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Verified Reviewer
| map-marker Los Angeles, California

Insurance fraud

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I mistakenly allowed my insurance to lapse for a month which caused Mr Cooper it add insurance to my mortgage. This is $450 a month.

I can only access an automated system. No options to speak to a person.

I have mailed my insurance info 3 times with no correction. It has been 7 months.

Worst mortgage company ever.

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SHREE G Xup

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

LIES LEAD TO MORE LIES

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I am not a customer and never have been. I cannot believe that this company just puts errors of accounts that never existed, and I want to know who is responsible for the mistakes.

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Preferred solution: REMOVE ALL YOUR FAKE INFORMATION FROM MY CREDIT REPORT

Gricelda Pso
map-marker Los Angeles, California

Payment issues

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My call did not go through I would like if you could call me back to resolve my issues. ...

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User's recommendation: keep calling

Miklo Gbm

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
| map-marker New Braunfels, Texas

Mr Cooper needs help

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I tried calling Mr Cooper for answers to my escrow shortage/increase. It took 2 days, several calls and a lot of frustration, and I was not able to get past their robot phone system to talk with a real person.

While I understand robots cost less to employ than a human, I am sure that human would appreciate some human touch on occasion

I emailed this site, and within 24 hours I had a return call from Mr Cooper. It never should have gotten to that point.

I returned their call and was able to speak to a real person and got the issue resolved. Mr Copper in the future needs to be aware sometimes a human is better than a robot.

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Joaquin B Byn

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Verified Reviewer

Unresolved issues

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Have called multiple times to speak to a live person, and the automatic system will not allow it. Need someone to call me ASAP. I will not make another payment unless my issue is resolved.

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User's recommendation: Have easier access to a live person

Travis H Xld

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Verified Reviewer

Worst company to deal with

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My Loan was sold to Mr. Cooper I had to try and figure out how to get a live rep almost impossible, then I find out that I have to submit my insurance information.

I never had to do that and this is not the first time my loan has been sold. This is a real shady company and all I can do is HOPE and PRAY they sell my loan again

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Cons:
  • Many

Preferred solution: I would like to talk to a live representative and see if there is any way to get rid of this servicing company

User's recommendation: Do what you can to avoid this company

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