Mr. Cooper Powered by Rocket Mortgage Reviews 8.423

Knowledgeable prefrontal

I was a Mr. Cooper (formerly Nationstar) customer in 2024. During that time, I was contacted by Mr. Cooper regarding an FHA Streamline / loan modification to help reduce my monthly payment and/or interest rate.

I was provided a specific payment amount and schedule and made every payment on time exactly as instructed. Despite this, those same payments were later reported as late on my credit report.

I contacted multiple departments within Mr. Cooper and filed disputes with all three credit bureaus. Each bureau advised the dispute process could take up to 30 days, yet I received notifications within approximately 72 hours stating the disputes were “resolved,” with no corrections made.

Initially, my account was reported as closed with Mr. Cooper. After disputing, Mr. Cooper then reported the account as 90 days late for February 2025, despite the loan being sold to a new lender on January 2, 2025. My payments were never late and were made in accordance with Mr. Cooper’s guidance.

I have sent emails and written correspondence requesting correction, but the inaccurate negative reporting remains unresolved. This has caused a significant financial hardship, impacting my ability to qualify for a new home loan despite being able to sell my current home. Renting is not a viable option for my family.

I am also aware of publicly reported regulatory actions and lawsuits involving Mr. Cooper/Nationstar related to mortgage servicing and loan modification handling. While I cannot speak to those matters directly, my experience with unresolved payment reporting inaccuracies and lack of corrective action raises similar concerns about servicing accuracy and borrower impact.

I am sharing this experience to document ongoing credit reporting inaccuracies and the lack of resolution after repeated attempts to correct

I am writing to formally express my extreme dissatisfaction with the service I have received following the recent transition between Mr. Cooper and Rocket Mortgage. While I have been a long-term, satisfied client of Mr. Cooper, the service quality has become unacceptable since this merger.
For the past three weeks, I have been systematically blocked from accessing my account online to make my mortgage payment. Despite my repeated attempts to resolve this, I have encountered the following issues:
Technical Failure: The online portal has been inaccessible for 21 days, preventing me from fulfilling my financial obligations.
Inaccessible Customer Service: My attempts to resolve this via telephone have been unsuccessful. I am forced through a repetitive automated loop that ultimately disconnects the call without providing the option to speak with a live representative.
Lack of Accountability: I have attempted to contact both Mr. Cooper and Rocket Mortgage, yet neither entity has provided a professional channel for resolution or assistance.
As a homeowner, I take my payment obligations seriously, but the current state of your "customer service" makes it impossible to conduct business. I expect a prompt response from a human representative to facilitate my payment and ensure that no late fees or negative credit reporting occur due to your internal system failures.
If this matter is not addressed immediately, I will be forced to escalate this complaint to the Consumer Financial Protection Bureau (CFPB) and the Better Business Bureau (BBB).
I look forward to your immediate attention to this matter.

There mortgage specialists are mis informed about what is needed when u call their underwriters are ridiculously picky and non responsive overall they need a reboot on training and customer support

The representative put me at ease with the process, and answered all my questions and concerns.

Their web site says "Live Chat". It is not. It is a chat bot. Customer service said my property taxes were going to be paid in December. Their web site said my taxes were going to be paid in December. My taxes were NOT paid in December. They were not paid until January. They sent me a $300 surplus escrow check, and then told me my escrow was short, and I have to pay over $700 to make it up. They sent me a statement giving the amount they paid for my property tax. It was not correct. Their customer service refuses to talk about the complaints I have.

Tried to get an answer as to why my escrow stated there was a shortage in my account when paying my yearly property tax and homeowners insurance but the statement didn’t show a negative nor did any statements during the year as I have been tracking this information for the last two years (2 years ago my escrow did show a negative during the year). Also wanted to know why my payment would still go up$17.00 a month even if I DID pay the extra escrow in advance. Customer service rep couldn’t give me an answer and successfully danced around any reasonable answer to my questions. As a longstanding customer I am not pleased with this interaction.

After my HO insurance premiums increased by $500 a month and I was unaware for 5 months. I worked with the best customer service people ever. They were patient and understanding and oh so helpful. I was able to get a loan modification approved and within a couple of months I’ll be in much better shape. I am so appreciative of the caring professionalism your customer support showed me. Thank you!

Try to get any documentation after paying off loan it's like pulling teeth they won't let go, I guess. Very fishy place to do business. Mortgage companies suck but this place is bottom of the barrel period. I don't care what they say do not believe a word they say that's how bad they are!

I have the online app. Im locked out of it. I called to get help getting back into the app. I was supposed to get a call or link, neither happened. They did take my payment over the phone. The problem continues. Not only that but I had an acct with rocket. I canceled it. Now that I opened it im being charged again. I just wanted the free rocket. What can someone do to fix these problems.
Debbie Stevens

I DO NOT RECOMMEND FOR MORTGAGES. I would give Mr. Cooper 0 stars if I could. I have received some of the worst customer service I have ever experienced. I was hung up on by three customer service reps - live humans, not their horrible voice system. I was calling because my mother died and I need to pay her bills. The entire point of me calling them is to pay my dead mother's mortgage- I'm literally trying to give them money and this has been my experience! I can't believe the Mr. Cooper reps think it is ok to hang up on someone after their mother dies and they are calling you for help. It must be part of their customer service training because it happened 3 times to me on the phone. I also cannot get Laquante from Social Media to respond to me or Kalie Ezenwa, Social Media Customer Advocacy Analyst, I have asked both of the people listed above and many people on the phone for their written policies, or to speak with a manager, and by phone, email, and, social media I have been ignored and hung up on. I am selling my dead mother's condo which is why I had to contact them in the first place. So right now I am working a lot with Chicago and New York City real estate agents, brokers, real estate lawyers, and other financial institutions. When I have told several of these people the issues I've had with Mr. Cooper they have been appalled. As professionals in the industry, several people have told me they have never heard of this outrageous behavior from other mortgage companies. I will be telling all my friends, family, and coworkers about this and NOT Mr. Cooper's services in the future. Mark my words you will regret it. What a disgrace.

After talking with your representative, it seemed he understood my situation and was going to send me the correct paperwork necessary to remedy the problem. After more than a week, I am still waiting for the appropriate paperwork needed to fix the situation.

The CSR was able to solve my issues like a professional, and he went above and beyond.

had a terrible experience with customer service. Multiple representatives provided conflicting information, which caused unnecessary confusion and frustration. It was clear that the employees did not have a proper understanding of their own product.

the IT department was to e-mail me so i could enter on line. My password does not work. I still have not heard from them.

If I could give ZERO stars I would. The joining, merging of Rocket Mortgage has DESTROYED Mr. COOPER. Chat is now AI, it takes 10+ promts to get anywhere bc their preset assumptions suck, there is NO LONGER a damn telephone number to call - who gets rid od this for a MORTGAGE COMPANY!!! Say you hate your customers without saying it. I never had any issues with Mr Cooper would have actually recommended them, now I claxtually want a different company desperately. Horrible service oo and for over a month maybe even more the app and website have not worked to make a payment snd with no phoneline call in WHAT THE F DO YOU DO?? If these perks think they are charing me fees they picked the wrong one. We all deserve a credit on pur mortgage for these inconveniences. get rid of RM - nobody asked for them!!!!!!

I returned the modification

Rep.was knowledgeable answer all my questions.

I needed to speak to a live person to confirm the request for the change in my log in was legitimate and not a scam. The automated system kept throwing me back to the same loop and not a live agent. I took over 4 attempts through the automated system ( same phone call and over 10 minutes wait time ) to speak to an agent who did not provide a satisfactory answer to my question,