Mr. Cooper Powered by Rocket Mortgage Reviews 8,423

The Mr Cooper team, gave me my life back. After a lengthy divorce , paying all my bills on my own and taking care of two boys I was at my wits end. I finally answered to the Mr Cooper team expecting the worst , instead they were very calm and understanding , giving me resources and discussing a possible restructuring of my loan. I’m grateful to say we were able to work out a payment plan. I haven’t gotten to say thank you Properly. Thank you for giving me resources and loan plans able to work with my situation. Sometimes when it rains it pours, but not in this case . I’m starting my payment plan next month. Thank you from the Gibson’s that we may be great customers to their incredible team. Sincerely the Gibsons

My mortgage was transferred to Mr. Cooper. I never got a letter from them. I had to call my other mortgage company to verify. My last mortgage company sent me a letter as well. I only have the loan number that my other mortgage company gave me, but it doesn't seem to be on file with Mr. Cooper. I can't get anyone on the phone. I can't chat with an agent online. The automated system keeps telling me to try again later. 0 stars.

by far the worst to get in touch with. the auto service by phone is awful. since they took over my loan it has been terrible. please do not use this company.

If I can , I would give 1 star review for the poor maintenance of the website. It is completely down for 2 days straight over the weekend.

There is NO help from the online CHAT. However, the rep from the call center helped to resolve my issue quickly.

We've been waiting for our lien release for nearly 9 months. We call and are disconnected. We live chat and are disconnected. We complained via the BBB and got an email on 3/3 that we would have a resolution no later than Match 12th. Never heard from Mr. Cooper again. They are really the worst company to get just the basic support from.

I made several calls to the AI agent, expressing that it couldn't assist me because I wasn't looking to purchase anything or receive automated information. I had a specific issue that needed a human agent. However, every time I requested to speak with a real person, I was continuously redirected back to the AI. This experience was horrible.

I’ve been a customer of Mr. Cooper for over six years. My original mortgage was acquired by them, and about five years ago I even refinanced directly through them. During that time I maintained a strong payment history. In more than 20 years of managing credit, I had never had a late payment on any account.

That changed in April 2025 when I accidentally missed a mortgage payment while running my cash flow a little tight. The mistake was mine, and I’ll own that. As soon as Mr. Cooper notified me, I paid the balance the same day.

What’s frustrating is how little effort was made to notify me before the payment became late. After reviewing my records, I received only a single email notification prior to the delinquency. No phone calls. No follow-up reminders. Nothing that would have given me a real chance to correct the mistake before it impacted my credit.

What makes this more frustrating is that Mr. Cooper clearly has the ability to do proactive outreach. Every time I log into the website I see advertisements encouraging me to refinance, and over the years I’ve received multiple marketing calls about refinancing opportunities. So the company clearly knows how to run outbound campaigns when it benefits them. But when it comes to helping a long-time customer avoid a late payment that damages their credit? Silence.

Once I realized the issue, I paid immediately and tried to work with them to see if anything could be done given my otherwise spotless payment history. They refused to make any adjustment or even have a meaningful conversation about it.

I’m not usually a conspiracy-minded person, but experiences like this do make you wonder about incentives in the industry. Mortgage companies clearly have the ability to reach customers when they want to sell something. Yet when it comes to preventing a delinquency that damages someone’s credit profile, there seems to be very little urgency. Whether intentional or not, the result is the same: the borrower takes the hit.

Now the only late payment on my credit report in decades comes from this one incident, despite correcting it immediately.

If you’re shopping for a mortgage, my recommendation is to consider working with a local broker, community bank, or credit union instead of a massive corporate servicer. In my experience, the bigger these institutions get, the less flexibility they have when it comes to treating customers like actual human beings.

First off, reaching Rocket Mortgage over the phone is a day long experience. Yesterday I had to call them three times, was on hold for a total of 3.5 hours and gave up. Once you do reach them, you receive incomplete and misleading information. Or maybe the information is correct but a few minutes after the phone call you get an e-mail with totally different numbers. The monthly mortgage payment changes every month. If you need to prove anything with a document, it will go nowhere. You will hear the same wrong information every time. The left hand does not know what the right hand is doing and, clearly, they have three hands. It is hell on earth to deal with them. Avoid them at all costs! The date of experience: Always.

I haven't been able to log in for months after the merger with Rocket Mortgage. My account isn't recognized, so I can't reset my password. Their virtual chat doesn't handle login issues, and connecting to a live chat is dead end. The customer support phone number redirects to Rocket Mortgage, which doesn't recognize my loan number, and there's no prompt for a live agent, not even "0". I also have no way of locating my 1098 form or knowing if it was even sent.

Horrible customer service!!!! Good luck trying to talk to a human and their AI is madding!!!!

I got moved to rocket mortgage from MR cooper and I can not get a hold of anyone for 4 hours already. They pick up and hang up. Then they say I can't access your loan since it's a Mr Cooper loan let me transfer you and I stay on hold for an hour no answer. Stayed on hold for an hour twice and also called many other multiple times trying different ways to get a hold of them. Worst experience ever. I would've never chose them. It's messed up to buy someone's loan like that and give them crap service.

My uncle, a disabled veteran, has been attempting to get affairs in order before he passed. He found out he had Stage 4 lung cancer and passed fairly shortly after.

Since then, I have emailed multiple times, called multiple times, and submitted multiple tickets only to be told it's being forwarded to their teams and then silence.

I am not sure how I am supposed to establish his estate if they quite literally never get back to me. It has been 3-4 months of this, and I have never gotten anything back.

THEY HAVE YOUR BEST INTEREST IN MIND WITH ALL THEY OFFER.

Much more personable in their dealings with me, quite understandable, and patient. A little bit of human touch to the business dealings can change everything..

Mr Cooper failed to pay my homeowner's insurance after it was escrowed for the last 6 years. As a result my insurance was canx, then Mr Cooper did a lender placed insurance(LPI) 4 times the amount of my insurance. When i contacted them, they canx the LPI and refused to refund me the lapse which was their mistake. They admitted they made the mistake but refuses to refund me. I have dealt with them for 6 months, hours on the phone, letters etc.. and no resolution, I will refinance elsewhere. I would not do business with them again

This company acts in bad faith, sends erroneous letters and treats customers like idiots keeping them on hold and transferring them multiple times so you get tired on a call and just hang up.
In June 2025, they sent me a letter asking for flood insurance proof. I uploaded my building's policy the same day. Two months later I get another letter telling me that they've bought flood gap insurance for $410 on my behalf beucase there was a gap. No notification in between, no chance for me to reach out to my insurance company, no chance to get a better deal on my own. Just unilateral unauthorized decision to buy policy on my behalf. On Feb 2 2026, they send a letter saying the policy has been cancelled. I call them to get an update and get a refund of all the escrow payments and after TWO HOURS and multiple people they tell me that letter was an error!!! But no letter to inform me that there was an error the first time around. This company is a joke and are amateurs. Treat people like widgets. If you are unfortunate to have your mortgage sold to them, be very very careful

i wanted to mail my payments in. rocket mortgage/mr cooper bought my mortgage out from under my other lender after i paid it down substantially. anyway, i mailed my first month’s payment and it was received within 11 days. this month it is taking over 11 days for mr cooper to receive. it is the 15th and i was forced to either pay now, A SECOND TIME, or risk a late fee and seriously impact my credit. i elected to pay again but i hate the lack of privacy of paying electronically. i miss having a physical branch i could pay at. i would get a receipt right away. mr cooper does not have that option. i personally think all mortgage service companies should have an in-person and CASH payment option. now i have to explain how to allocate the check that is in the ether to next month’s payment. i am fortunate to be able to do this double payment. i’m not sure other people who choose or have to pay by mailing in a check would be able to pay a second time if their check isn’t received by the 15th. so far i loathe mr cooper/rocket mortgage. 0/10 absolute shyte

Absolutely no issues with my experience. Completely up to my expectations