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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 326 customer reviews. Consumers are mostly dissatisfied.

  • 20% 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 - To complain
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 property
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Top Mr Cooper Reviews

Positive Review

"To talk to someone about a home"

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I wrote them an email, and they were very nice, very professional. They let me know they received my email and will be looking into my request. I couldn't ask...

Critical Review

"Terrible Customer Service Practices"

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I have been trying to resolve an issue for THREE days that requires me to speak to a person. It is too complicated to resolve through chat. The IVR for Mr....

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Anonymous
map-marker Hollister, California

Terrible Customer Service Practices

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I have been trying to resolve an issue for THREE days that requires me to speak to a person. It is too complicated to resolve through chat.

The IVR for Mr. Cooper NEVER allows me to get through to a human and it has hung up on me many times. I cannot get through the IVR using any of their phone numbers and the live agent I did get through chat just basically told me too keep trying. I've been trying for three days, how much more trying can I do?

My loan was sold to them, so I didn't choose them. I would give them negative stars if that was possible.

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User's recommendation: Avoid them

Anonymous
map-marker Knoxville, Tennessee

To complain

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Mr Cooper - To complain

I was stuck on the phone trying to get through for 30 to 45 minutes. At least it seemed that long.

I tried everything I can to get through past the computer to a person and never got there. I was really pissed off.

Nobody should have to go through that if you want a person, you should have a button to push to talk to a person. I already complained about this before, but this time it was this way worse I want someone to call me,I want to put different banking information in the app,it wont let me, imagine everybody having to go through this with every company youre asking for someone to snap out!!!

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User's recommendation: Hire more people or let someone push a button to get through to a 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

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

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!!!

SANDRA H Fxa

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

To pay my loan

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The automated system doesn't recognize my loan number! I pay every month and have the same problem every month.

Why can they not fix this?

I don't know why I can't reach a real person. I don't know; it's a constant headache every month.

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Pros:
  • Non
Cons:
  • Customer service is horrible

Preferred solution: A real person on the phone so I can pay this loan.

User's recommendation: If you inherit any property and Mr. Cooper has the loan, you will go through pure H@***L trying to reach a live person. GOOD LUCK!

Brittany W Vqt

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

Cannot get assistance

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I've tried calling every number listed, and I cannot get to a human. I would be willing to chat with a human, but the chat feature is never available.

My mortgage was sold mid-year, and they said the tax statement would be mailed (it was not), and the online robot says it should be available online (it is not).

This could be resolved in a 2-minute phone call with a human, but I can't speak to one. Do better.

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Cons:
  • Cannot speak to a human

Preferred solution: My tax statement

User's recommendation: I would stay away from this company, and my guess is their new parent company will be similar.

Aurora V Dly

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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.

tools O

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 Miami, Florida

Can not communicate with customer service to help me find my new mortgage you all are my provider records saying not please call me for so I can maintain my account

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To have a person Not AI communication with no answers and get cut off with no answers to my mortgage needs have been trying for three days to one thing out frustration taking a no concern for mortgage which would affect my credit status and late payments this ridiculous your commission only goes to no records found and you are my mortgage provider this sucks

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User's recommendation: Have a real person to receive call for issues

sue a Tdl

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

Late charge out of the blue with nothing in writing

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I've had my mortgage for 18 years. I have always paid by the 17th of the month, which was arranged as the 18th is a late fee as always.

I paid this month on the 17th, and they charged me a late fee with no notice. I called a representative at Mr. Cooper; he did not care and told me it's due on the 16th. He was very cold and somewhat argumentative.

He was not willing to correct the problem.

I was lucky to speak to someone with a heartbeat, non-apologetic or helpful at all. I am so disappointed!

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Pros:
  • First time any problem
Cons:
  • Hard to speak to actual person

Preferred solution: Late fees waived and correction of changes in writing

User's recommendation: Stay away!!!!

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.

Betty S Jwd

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 Lewisville, Texas

I Am trying to call them I can't get threw

No, they keep hanging up on me. They called me, and now they won't answer the phone.

They hang up. I can never talk to an agent. The answering machine always hangs up on me, and I am getting tired of it. I want to talk to a human, not a machine.

This is stupid. All I want is to talk to a human— that's all I want to do.

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Pros:
  • Are really good when u get to talk to a human
Cons:
  • Answering machine is a joke

Preferred solution: Apology

User's recommendation: Don't go with them u can't talk to nobody

Dalicia Dkt
map-marker Houston, Texas

Payment problem

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Updated by user May 01, 2025

It was n3arly impossible to speak to a customer service person. Very frustrating.

Original review Apr 30, 2025

I finally reached customer service after going through their MANY prompts. The, the rep spoke so quietly I couldn't hear her I asked multiple times for her to increase her phone volume or speak louder.

I am not hard of hearing in the least, and I had my volume on full.

Finally, I had to request another rep just so I could hear the call. I'm very frustrated!

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User's recommendation: Reduce the number of prompts to speak to a live agent. Then, increase the phone volume so the customers can actually hear what the reps are saying.

Lisa P Tra

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

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

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

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

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