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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:
$1,468,048.00

Total Amount Settled:
$0.00

Complaint Experience

71%

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

17 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
5	Agreed to make an adjustment
0	Refusing to make an adjustment
7	Refuse to adjust, relying on terms of agreement
5	Unanswered

17 complaints against Mr. Cooper

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2/3/2026

RESPONSE: Complaint was not answered Amount in Dispute: $2,759.82 Amount Settled: $0.00

Customer Complaint

1/8/2026

set up Mr. Cooper for automatic payment and they charged me two times for the mortgage. Now they are not answering the phone, an automatic AI will not put me through. I saw online that by saying the word -letter -I will get through. So finally an agent talked to me. I told him what happened and wanted to make a three way call with my bank. Not only they hung up when my bank answered but my bank doesn't take three way calls. I started a Dispute with my Bank. And now the Mr. Cooper site is down. Wow...am Igoing to have to deal with this for 30 years LOL. And I read online that they are doing this to tons of people and they are getting sue. The worry, when I was getting a loan to get a house, was not me not being able to pay, is them draining my bank account. I deleted the automated payment. I cannot trust them anymore. Resolution Sought I want them to stop scamming people taking what ever amount they feel like from people's accounts. They do not have the right to go and take my money without my permission. And now they have been hanging up on me all day, no way to contact anyone

2/3/2026

RESPONSE: Complaint was not answered Amount in Dispute: $950.00 Amount Settled: $0.00

Customer Complaint

1/8/2026

The problem is when Mr. cooper get your mortgage payment and he received it on the due date he still charger late fee i feel that this wrong because the statement said after the 17 of the month you will be charger late fee but he still charge late fee I Spoke with his agent and he also stated that when they received my payment on the due date he still charger late fee i can also you a mortgage statement that stated after the 17 of the month Resolution Sought I would appreciated if he would tahe these late fee off of my name and be fair and i also would like for him to report to the credit bueear that he was wrong about those late charge on my name

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