United Wholesale Mortgage sold/transferred my mortgage to Mr. Cooper (registered to Nationstar) as of April 1, 2024. After seeing so many unfavorable reviews, I decided to close my escrow account before my first mortgage payment to Mr. Cooper, as my home insurance was due in mid-May. I followed their instructions, and all communications were handled via email. I also made sure to send the same message through their 'message portal'. https://www.mrcooper.com/help-center/escrow/removing-escrow Mr. Cooper closed my escrow account and sent me a check for the remaining balance that was rolled over from United Wholesale Mortgage within 10-14 business days. I log onto Mr. Cooper's website to pay the mortgage (P&I) and add extra principal payments each month. I did not set up autopay. I now directly pay for the Home Insurance and Property Tax payments, and these vendors send proof of payment to the Nationstar document portal. read more

Same story as everybody else: Flagstar sold them my mortgage, and I read in advance that they were awful and, within a year, they "adjusted" my escrow account by dumping all the money out of it, then did their annual adjustment, decided that it was badly short, and raised my mortgage $117 a month. I'm like, this is literally the only job you have here and you can't do it. read more

I have been trying for over a week to speak with someone from Mr. Cooper/Rocket. Can not sign on to my account any longer, when I call nothing but BOTS (cannot get to a real person), after very long waits and menus, states it is connecting me, then get a recording customer service is closed. Try to chat, but it also states live chat is unavailable. One of the worst customer service experiences ever. read more

Impossible company. Too many offenses to list. My favorite, just a hilarious irony, is this one. When they call, if you call them back there is a recording that says "you've reached Mr cooper, you have called the wrong mortgage company, your company is Mr cooper. " then they disconnect. Pretty easy to get a live person on the phone but, the ones I've spoken with are wretched, underpaid, under trained people who are working from home. I have heard dogs and children in the background many times. Of course, that's fine, people need jobs and that work can be done from home. BUT it's always an indication to me that a company is on the fringe of collapse when their employees don't come into work. read more

I've been trying to pay my mortgage for several days, I continue to get a message I need to update my username to my email then it doesn't accept my email either. I contacted customer support and they couldn't help, the customer rep was absolutely awful. They said only one that there was a system issue. She first just talked nonstop and didn't even let me give the reason for the call, she even told me my payment was overdue, I said no kidding, then maybe help me with the reason I called that I can't log into my account account. Which then she proceeded to tell me there was a system problem. I've used Mr Cooper since they purchased my mortgage 2 years ago, wish I could change. read more

I signed the waiver for escrow. They constantly put it back on. We have gone through this too many times. I must have spent 15 hours combined on the phone fixing a problem they "fixed". I've been lied to. I've had to confirm things with the county. For some dumb reason they still pay the property tax well before the due date. The county told me that the mortgage company process is that they pay a 3rd party in advance who will hold the money until the property tax due date. I pay it first so the county returns their money to the 3rd party and then returns it to Mr Cooper. But by that time they believe I don't pay the property tax so they put the escrow on and penalize me. I did not choose Mr Cooper. The company I had sold my mortgage to them. They treat us like stock and can't do their job correctly. Do your best to stay clear of them. read more

Avoid Mr. Cooper Mortgage - Terrible Transition and Customer Service My mortgage was recently transferred from Flagstar Bank to Mr. Cooper. I never had any issues with Flagstar, so I expected the transition to Mr. Cooper to be smooth, especially since they assured me in writing that it would be. Unfortunately, that couldn't be further from the truth. In the very first month under Mr. Cooper, they drafted my mortgage payment twice in one week. The second draft triggered an insufficient funds fee, along with two additional bank charges. I immediately contacted their customer service, expecting a resolution--but nothing was fixed. Despite clearly stating my dissatisfaction, they failed to take accountability or correct the issue. Their customer service has been incredibly disappointing and unhelpful. I have never experienced such poor management and communication from a financial services company. I strongly do not recommend Mr. Cooper for any mortgage or financial services. I am looking forward to the day I can work with a more professional and reputable mortgage provider. Buyer beware. read more

My mortgage recently sold my account to mr cooper. I was able to make my first payment through their site, when I tried to make this month's payment, my account is there. The other day I receive a letter informing me they are raising my monthly payments by $84 claiming "shortage." For one who lives on SSD with a strict budget, that $$84 increase hurts badly. Not sure what my options are, but trying to refinance with another company is now top on my list. They Suck read more

Failed to pay my insurance from my Escrow, getting it canceled twice. They proceeded to send a notice that was dated the incorrect year or sent the notice a year late. They refuse to provide the documentation they say caused my lack of homeowners insurance. This is the longest a mortgage has stayed at 1 company and it is the worst thing I've experienced. I now have to pay 200 more a month due to them. read more

Mr Cooper does not have a customer service number for current customers! If you're a new customer, you get a 'special' number in your approval letter! My app stopped working, I have no way to pay my mortgage! If you call, enter your ss# and don't have your loan number, they disconnect the call, give tried several times, to no avail!!! I hate to do it, but I'll have to refinance with another company. This is RIDICULOUS! read more

We pay our mortgage 1 month in advance every month for over 3 years. They have our June 2025 payment, but put the payment in the wrong category. Now we have gotten a notice that our payment is over due. We have spoken with 5 different personal since June 6 to correct their error with no results. One person even had us contact our bank, blaming them. The money has been deducted from our account! I've ask to speak to a manager, but it falls on deaf ears. What can you do to improve? Hire people who know how to do the job. It would be nice to have a real business office I could drive to, so that I could talk with someone face to face. read more

On February 7, 2025, from 3:48 PM to 5:04 PM CST, I had a conversation with Connor, a member of the escalation team based in Arizona. During this call, he confirmed that a customer representative DID NOT input the correct number of digits for my February payment withdrawal on January 9, 2025. Instead of entering the required 13 digits, the representative only input 12. Connor confirmed that Mr. Cooper LACKS A METHOD TO VERIFY account information, AS THERE IS NO SECOND manual input for verification. This presents a significant issue. When I enter my credit card number for a payment, if there are only 15 digits instead of the required 16, IT IS FLAGGED. Similarly, if the initial password does not match the second confirmation password, IT IS FLAGGED. Additionally, if the routing number does not match the confirmed routing number, IT IS ALSO FLAGGED. Connor indicated that he DID NOT PERCEIVE any issues on Mr. Cooper's end regarding the LACK OF A DOUBLE-CHECK for representatives when entering payment account information. He mentioned he might raise the concern as a potential issue for consideration and suggested that, in the future, Mr. Cooper could implement safeguards to ensure that entered payment account numbers match. How can a mortgage company, RECOGNIZED as ONE OF THE LARGEST MORTGAGE SERVICING COMPANIES IN THE UNITED STATES, LACK SAFEGUARDS TO ENSURE THAT PAYMENT INFORMATION IS ACCURATELY ENTERED BY EITHER THE CUSTOMER OR AN EMPLOYEE of Lakeview Mortgage OR Mr. Cooper? Mr. Cooper IS REGARDED AS ONE OF THE LARGEST MORTGAGE SERVICERS IN the UNITED STATES, overseeing a servicing portfolio of approximately $1.2 trillion and serving over 5 million customers nationwide. HOW IS IT POSSIBLE THAT THERE IS NO SAFEGUARD IN PLACE TO PREVENT HUMAN ERROR FROM OCCURRING? If human lives were at stake due to either company lacking safeguards, double-checking, or any other confirmation methods to eliminate human error, this issue would undoubtedly be a top priority at a national level. HOW MANY HUMAN ERRORS MUST OCCUR BEFORE Lakeview Mortgage or Mr. Cooper take meaningful action? Why does it require a customer to spend over an hour on the phone with a representative to identify the error, only for a member of the escalation team to suggest that this issue may never be resolved? Why is the customer effectively performing the roles of Quality Control, Customer Service, and other positions within the company? Mr. Cooper has been in business since 1994, originally as Nationstar Mortgage before rebranding in 2017. THERE IS NO JUSTIFICATION FOR THE PROLONGED ABSENCE OF QUALITY CONTROL, SAFEGUARDS, or DOUBLE-CHECK MECHANISMS. If I can identify a problem through a simple safeguard check during a phone call lasting just over an hour, why are neither Lakeview Mortgage nor Mr. Cooper able to detect this error when establishing the payment authorization systems? I have had on going issues with the Mr. Cooper since they have been involved with my mortgage payment since December 2020 or 2021. read more

aweful customer experience. Impossible to reach a real person!!!!! God I hate this company. They've bought my mortgage multiple times over the years, and every time is just as bad. read more

Mr Cooper / Nationstar charged me $75 for a payoff letter for my mortgage loan. I have never paid for a payoff letter in my life. I ended up doing business with them because my original lender sold the note to Mr Cooper. Buyer beware. read more

Worst Company on this planet.. Phone system is set up where you cant reach a live person to talked to and have send proof of home insurance multiple times and keep getting letters that my insurance was dropped. I called and spoke to the insurance company and they cant get hold of them either.. I wish my worst enemy not to get transferred to this company as your lender... read more

Extremely poor communication that relies only on AI bots. If you have questions regarding your loan, taxes or payments, it's impossible to speak to a live agent. read more

I've had 6+ mortgages over 40+ years. Mr. Cooper has given us the absolute worst experience, worse than we ever thought possible. When we total up all the phone calls we tried to have with them, we have spent hours trying to navigate their automated phone system and hours on hold. This is not an exaggeration. We jumped through crazy hoops to switch from monthly payments to payments every two weeks. On our first new payment, the statement said it was a "partial" payment and did not allocate any portion of it to principal. Why do we have to fight tooth and nail to do business with them? The confirmation email I got from them said this verbatim: "Now that you're on Biweekly AutoPay, staying on top of your mortgage payment will be easier than ever." On what planet is this true? Flagstar Bank should never have subcontracted out loan servicing to Mr. Cooper. Run for the hills - your blood pressure will thank you. read more

First of all, I didn't choose Mr. Cooper / Nationstar for my mortgage; they purchased it from my original lender. That said, I started the process to add our property taxes and homeowners insurance over 6 weeks ago, and despite me following up with them multiple times telling them that I haven't received the emails with the approval form, it still hasn't arrived. I've spoken with a handful of reps over the course of about 3 hours in total, including wait times, only to speak to someone saying they will be "sending it out this afternoon". Still nothing! It's been escalated for a 2nd time, but our insurance premium is due at midnight tonight! All they can tell me is that it's been escalated and that I should hear from them over the next few days. They've given me no guidance on whether to pay part of the premium today. If I do that, I guess I'll have to get on more phone calls to credit me for that payment after they finally start to include the premium with my mortgage payment? EPIC FAIL!!! read more

Escrow payments disappeared upon takeover of this company. House payment raised. Inadequate customer service. Insurance company put their name on loss payment check and you have to go on their app to request reissued check. App does not work! We are so upset with this company!! read more

The worst and most insufficient company I have ever dealt with. My payments have and are always on time. They have charged me late fees when my payments are not late. Trying to get anyone on the phone is a joke. read more

My home mortgage was recently switched to Mr. Cooper by my previous servicer Lakeview. The transition was poorly coordinated. I was unable to pay my payment on the previous site but the Mr Cooper site was not available as the "paperwork" had not gone through. At the time I had a difficult time getting through to speak to someone but I chalked it up to the transition. Fast forward to 6 months. I got a letter informing me of an escrow shortage. I was unable to get through to a representative so I paid the balance on line. Today, I got a voicemail asking me to call about my account. No name, no extension......... 45minutes and 4 phone calls to get a person. Turns out the escrow shortage wasn't carried forward for the year and my payment is still going up. Mr Cooper won't allow me to pay the shortage for the year going forward. I would advise anyone looking for a home loan to avoid this company at all costs. If any problems arise you will spend an extraordinary amount of time trying to find someone who can help you. read more

I have paid off my loan on Feb 3rd, 2025. Unfortunately at almost the same time a monthly auto-payment of $11,000 was charged wrongly. This money, less interest of 3 days, should be returned to me. I received some refund, but Mr. Cooper still owes me about $5,500. I reported to Mr. Cooper this issue on 2/21/2025, and as of now my case is still "under review". By law you are supposed to issue the refund in full within 30 days after the payoff. Sigh! How come this kind of mistake can happen! And how come they are so slow to fix it! read more

Absolutely horrible in every way. Liars and when called out rather than owning it they double down and turn off comments so people can't see how truly unhappy their customers are. 200+ comments with four of them visible should tell the story of Mr Cooper. read more

I paid off my loan and was supposed to receive my reimbursement check. I have paid all of the mortgage payments, however, the reimbursement check was made to my cosigner and myself. My cosigner has never made a payment. I asked for new reimbursement checks under my name and they said it wouldn't be a problem. That was on December 22, 2025 at 12:32 pm. I should have received the check within 2 weeks. That did not happen. I called again on January 29, 2026 at 2:25 p.m. and spoke to Lyn. She said that there was no record of a reimbursement check being requested. So, the first person dropped the ball. I was asked to wait 2 weeks to receive the new reimbursement check. I called on February 6, 2026 at 10:55 and spoke to Tray. He said that the request had been denied. I asked why? Their response was that I did not submit my divorce papers. I laughed. My cosigner is my sister. How am I suspposed to divorce my sister? So here I am again waiting 2 more weeks for a reimbursement check. Meanwhile, I'm having to figure out how to pay my mortgage when they are withholding my reimbursement that could cover up to 5 mortgage payments. I am very upset and disappointed with this company. However, if you are late on your payment, be assured that you will be contacted and late charges will accrue. So, can I please have my reimbursement with interest since they have withheld it for eight weeks. read more

Absolutely impossible to get a person on the phone. Encrypted emails full of problems. Blank forms are encrypted for security, but emailed back (after info is in) by plain email. This does not make sense. And, there is no two step verification when you log in to your account online. Anyway, this is the only financial institution I have used where you absolutely CANNOT get a person on the phone.Auto attendant is the worst I have ever seen. read more

God awful. My mortgage got sold to these morons. If you love phone trees and automated robo voices this is for you. If you expect to speak to a human about a problem THEY caused fhen good luck. read more

Not at all Mr. copper bought me from Rocket Mortgage. I never recommend mortgage from Rocket Mortgage to anybody that's gonna give you a hard time. You have to set up online account every time. read more

Due to hail damage, we had to get a new roof in April 2025. I don't know why our insurance company chose to send multiple checks - the last time we got a new roof we received one check at the end of the process. Apparently there must be a new law that requires a signature from our mortgage company as well as our signature. We sent the first check to Mr. Cooper, they signed it and sent it back. We signed it and paid that amount to the roofer. The next time we sent in a check, they sent it back, saying we had to sign it first! Who wants to send totally signed checks through the mail? But we signed, sent it to them, they sent it back and we turned it over. But the last couple of checks have been held by Mr. Cooper and they won't release them! They are trying to force us to hire an appraiser and jump through a bunch of other hoops, most of which I don't understand. I would have just liked to have paid our deductible, then let the insurance company deal with the rest, but that hasn't happened. It's been almost 10 months. Our roofer has been so patient, which I'm not sure I'd be if I were in his shoes. Bottom line: Nationstar Mortgage has thousands of dollars from our insurance company, due to our roofer, and they won't release it. I wonder how many thousands of people they are doing this to, how many dollars they are collecting interest from, and how many insurance claimants are waiting for their money. If you get a new mortgage, be sure to get it in writing that they WILL NOT SELL TO NATIONSTART, dba Mr. Cooper! read more

I just found out that every time your mortgage is sold or transferred, you need to inform your home insurance company so they can send the updated bill to the new lender. Since my mortgage was recently sold to Mr. Cooper, I had to update my insurer with the new information--so don't forget to do the same if it happens to you! read more

ZERO STARS. We were basically forced to file complaints with the CFPB and the DOBI and also with the BBB so Mr.Cooper would address the errors Mr.Cooper made when it bought our loan. Mr.Cooper, when you can get someone on the phone, its representatives just parrot what is in their system - when you explain what the errors are - they tell you what is in the system as if YOU are the one with the wrong information. When you tell the representative X, they ready you back 123. THEY DO NOT LISTEN. We have been working on corrections to our mortgage since February; it is now mid May. When we uploaded documents to its website, we get emails that the documents are not there. When we get someone on the phone, they say the documents are there. Then we get email that new documents we uploaded are not there, rinse/repeat, over and over, again and again. One representative, Dulce, said to mail in a document because the require the original, so they can scan it and upload it into the system - WHEN WE HAVE ALREADY UPLOADED IT TO THEIR WEBSITE. This is a horrible way to run a business. CLEARLY, the company is too big and too spread out across the USA and one hand does not know what the other hand is doing. Due to contacting 2 government agencies and the BBB Mr.Cooper is FINALLY addressing their errors - yet in every communication responding to the complaints, takes no blame, says no errors were made, then blames the prior lender (a Bank) for the errors that Mr.Cooper says do not exist, and tries to blame us - even though we have proof of trying to get their errors corrected. Nothing but a runaround. Mr.C either does not care, or hires completely incompetent personnel. That this "mortgage servicer" is going out of business due to it being purchased by Rocket Mortgage is likely a good thing; however, will Rocket Mortgage continue in the same fashion, compounding errors of Mr.Cooper? Rocket Mortgage will become a huge monopoly that will likely be taken on by the government. I do not look forward to Rocket Mortgage, based on our experience with Mr.Cooper. WE DID NOT CHOOSE MR.COOPER - our loan was sold to it, and it has been a nightmare. read more

My mortgage with another company was sold to Mr Cooper (I would never go for a mortgage with a company with a ridiculous name like that) As to why my opinion of this company is awful - the details are too long & involved to relay here. So I will just ditto to all of the other one star reviews. If you have the option - steer clear of Mr. Cooper - aka Nationstar (for me Nationzerostars) read more

If there were an option lower than one, I would use it. Wells Fargo sold my mortgage to Mr Cooper. I'm trying to get bi-weekly payments set up, and called their "help line." It was no help at all, and no matter how many times I asked for an agent, it went back through all the useless options again. I went to their automatic chat feature and first it ran me through all the useless items that I didn't need. I had to ask for a live chat. All in all, it cost me a huge amount of time I didn't have this morning. read more

For anyone in the market for a mortgage and your mortgage broker/originator suggests Mr. Cooper, I would highly recommend firing them and finding a new broker/originator. My loan was acquired by Mr. Cooper and they have proven to be below the easiest of tasks. They failed to pay hazard insurance, allowing the policy to cancel. Then contacted me to tell me that I needed to provide proof of insurance as I did not have any or they would procure a policy for me at a rate higher than mine with less coverage. I have not yet determined if this was due to negligence, incompetence, or fraud. In any case, it is inexcusable. After nearly 30 years of various mortgages with various companies, I've never had any problems with my items that were supposed to be covered by my escrow account (which I pay faithfully every month). In addition, all the while I am trying to resolve this problem, I am receiving mail (weekly) and e-mail (daily) from Mr. Cooper suggesting that I refinance or take out a home equity line of credit. Now I ask . . . Why would I voluntarily do further business with this company. read more

The worst of the worst. I don't have the room to put every problem I've had with this company. They closed my escrow, saying I did it. Now that want me to pa yit back after paying me a disbursement of the escrow account. They are overcharging my monthly payment for it, and you can NEVER get ahold of someone that is human. It's robots, AI, computers, and noncaring by this "company" that already had 1 data breech. RUN, RUN RUN from this company read more

Mr.Cooper mortgage company has the WORST CUSTOMER SERVICE ever. There is no human to reach either by email or phone. Furthermore, they waste your time by asking insurance and other questions from third parties, causing you to do work for them. They are a HORRIBLE HORRIBLE COMPANY. avoid all interactions with them. I am very very sorry to deal with them SHAME ON THEM read more

They suck at customer service and support. They spin you around for hours. Don't reply to request.

I went through the process of getting a loan modification and although lengthy the process went smoothly and everything was a success! I was able to get ahold of a live person every time I called for updates or questions about the process. They provided clear and direct communication each time. read more

The worst customer service, and the phone system really opissed me off. All I wanted was to find out about making extra payments, and what my new payoff date would be. But NOPE... and could not even get to a person on the phone.....I hate them read more

CLASS ACTION LAWSUIT NEEDED! I believe someone should hire an attorney and file a class action lawsuit against Mr Cooper for possibly violating the CARD ACT. I have had a deeply frustrating experience with Mr. Cooper's mortgage services. Despite their system indicating that my payments were successfully processed, the funds were never withdrawn from my account, leading to unjust late fees. This issue isn't isolated; numerous customers have reported similar problems, where payments are not processed correctly, resulting in unwarranted and illegal penalties. Such practices are not only unethical but potentially illegal. Charging late fees when the fault lies within their payment processing system may violate consumer protection laws, including the Credit Card Accountability Responsibility and Disclosure (CARD) Act. Given the appearance of widespread nature of these complaints, it's imperative that affected customers consider organizing a class-action lawsuit to hold Mr. Cooper accountable for these violations. I strongly advise potential customers to exercise caution and thoroughly research before engaging with Mr. Cooper for mortgage services! My suggestion is to AVOID using Mr Cooper for any mortgage and refinance somewhere else. I'm currently reducing and I'm exciting to get away from Mr Cooper! read more

There should be way to give zero stars. Just look at all of the negative comments about this deplorable mortgage servicer and not ONE response from Nationstar - Mr Cooper. The answer is simple. because they don't care and because the oversight agencies that should be penalizing them and protecting consumers have been neutralized. I'm still waiting for a lien release after a month, they haven't even updated my credit report to reflect that the loan is paid off. Funny because as long as I owed them money they reported every month like clockwork on the same day each month. read more