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Mr. Cooper complaints

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8950 Cypress Waters Blvd
Coppell, TX 75019 | Get Directions

(877) 783-7480

http://www.mrcooper.com

Monday through Friday:
8:00 AM - 8:00 PM

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Total Amount in Dispute:
$1,601,253.00

Total Amount Settled:
$0.00

Complaint Experience

40%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

15 complaints against Mr. Cooper closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
4	Refuse to adjust, relying on terms of agreement
9	Unanswered

15 complaints against Mr. Cooper

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4/11/2024

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

3/18/2024

Mr cooper failed to notify me of missed payments by my ex wife on a home that was in both of our names. She kicked me out of the portal and I was not able to make the account current. The account has since closed and been paid off and I would like the negative mark removed from my credit. Also it is impossible to get a single human being on the phone and the automated system is trash. It's infuriating and the lack of service is ridiculous. Resolution Sought Remove the negative remarks from my credit as I was never given the chance to make it right. The home was my exes responsibility based on the decree I sent in to them.

3/13/2024

RESPONSE: Complaint was not answered Amount in Dispute: $910,000.00 Amount Settled: $0.00

Customer Complaint

2/16/2024

I have been in contact with Mr cooper several times over the last few weeks. I was hung up on multiple times today. My husband and I entered a pandemic forbearance plan. For 18 months total. When I went in to make a payment April of 2022. Mr. cooper stated I owed 12,000. According to the letter , I was extended a one time courtesy under the same conditions of my forbearance plan . Which should have made those last six months pushed to the back to the end of the loan.,Which they did not honor. I also have proof of this. This caused me to file a chapter 13. Therefore , there was a breech of contract . I want to submit a corrected claim to the VA. This was not paid. I have verified this information. They refuse to provide proof of payment? There has been extortion , mail fraud and plenty more. I need my account balance resolved as soon as possible. The VA is willing to take care of my balance. Resolution Sought Fix my account and submit a corrected claim to the Va for all fees

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