Mr. Cooper

Complaints & Reviews on USAComplaints

USAComplaints currently maintains 124 historical complaints about Mr. Cooper, published between 2006 and 2013. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources below.

• Nationstar openly each time!Published Dec 14, 2013 · Historical consumer allegation
• Consumer ReportPublished Sep 3, 2013 · Historical consumer allegation
• Going to court - so not necessaryPublished Aug 20, 2013 · Historical consumer allegation
• Consumer ReportPublished Jul 16, 2013 · Historical consumer allegation
• Consumer ReportPublished Apr 26, 2013 · Historical consumer allegation
• Consumer ReportPublished Mar 16, 2013 · Historical consumer allegation
• Mortgage company stealing money from my MothePublished Jan 18, 2013 · Historical consumer allegation
• Scam artists or incompetencePublished Jan 3, 2013 · Historical consumer allegation
• 100% Disabled Veteran appears to have been discriminated against!Published Nov 28, 2012 · Historical consumer allegation
• ModificationPublished Nov 25, 2012 · Historical consumer allegation
• Placed illegal charges/accounts on my mortgagePublished Nov 9, 2012 · Historical consumer allegation
• Forced escrow — increased mtg pmt 200.00Published Oct 24, 2012 · Historical consumer allegation
• Po. Box thieves, that is nationstar mtg., swindlers, money grubbing hogsPublished Sep 23, 2012 · Historical consumer allegation
• Consumer ReportPublished Aug 31, 2012 · Historical consumer allegation
• Mortgage company "Fix loan / monthly payments keep going up"Published Aug 25, 2012 · Historical consumer allegation
• Double dipping on interest feesPublished Jul 13, 2012 · Historical consumer allegation
• Felony theft committed by SO CALLED mortgage companyPublished Jul 10, 2012 · Historical consumer allegation
• Horrible!Published Jun 21, 2012 · Historical consumer allegation
• Customer ServicePublished Jun 5, 2012 · Historical consumer allegation
• ServicePublished Apr 21, 2012 · Historical consumer allegation

Complaint Themes

Each tag reflects a complaint's single primary theme (not every angle it raised), and complaints outside any problem theme — a positive report, or one later retracted by its author — aren't tagged. Counts may total less than the full complaint count above.

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts

• Rocket Mortgage client support for former Mr. Cooper loans (Mon-Fri 8:30 AM-9 PM, Sat 9 AM-4 PM ET): (800) 4-ROCKET
• mrcooper.com landing page (retired site; sends borrowers to Rocket): https://www.mrcooper.com/
• Rocket Mortgage site (account sign-in for loans that moved from Mr. Cooper): https://www.rocketmortgage.com/
• BBB-listed phone for the Mr. Cooper profile (not a company-published channel): (888) 480-2432 41 complaints mention this number

Locations

Mr. Cooper mortgage problems after the Rocket merger: where to send what (checked October 11, 2026)

Mr. Cooper was the brand name of Nationstar Mortgage LLC, which services residential mortgage loans on behalf of the investors and owners of those loans. The company that owns or originated your loan can be a different business from the servicer that sends your statement. Rocket Companies says it completed the acquisition of Mr. Cooper Group on October 1, 2025. The mrcooper.com page, as opened on October 11, 2026, says: "Mr. Cooper is now part of Rocket Mortgage." and, in its FAQ, "Your loan number and payment details stayed the same."

What the company's own page says (opened October 11, 2026).

• "mrcooper.com has been retired — your loan terms haven't changed, only where you go online."
• "The Mr. Cooper site and app are no longer available. Sign in or create a Rocket account to manage your loan going forward."
• Who services my loan now? "Rocket Mortgage. Your loan number and payment details stayed the same."
• Paid-off loan or no online access: "If your loan was paid off before February 2026, it may not be accessible online." Phone (800) 4-ROCKET, Monday-Friday 8:30 am-9 pm ET and Saturday 9 am-4 pm ET.
• 1098 tax documents: "Access your 1098 online through your Rocket account. If you're unable to find it, please call our Client Support team."

If something on your account is wrong. The CFPB's page on disputing an error says you may call, but "to guarantee yourself a timely written response, you should write to your servicer and send it to the address provided by the servicer for such requests." Servicers may use a special address for errors and information requests; the CFPB says it can appear on your statement, on the servicer's website, or by calling, and that "If your servicer uses a special address, you must send the letter to that address." Do not write on the payment coupon. The CFPB says the servicer must acknowledge the letter within five days and, "Generally," respond within 30 days (not counting weekends and legal public holidays), and that if the error concerns an improperly started foreclosure the servicer generally must respond before the foreclosure sale. Rocket Mortgage's Disclosures and licenses page (opened October 11, 2026) has a "Written Servicing Requests" section: "If you have concerns regarding the servicing of your loan, you can send us a Qualified Written Request (QWR), Information Request, or Notice of Error. It must be sent to the address below." The address given is Rocket Mortgage, LLC, P.O. Box 619098, Dallas, TX 75261-9741, with fax (972) 315-8637. That page does not mention Mr. Cooper loans by name, so check that Rocket Mortgage is the servicer named on your current statement and compare the address with the one on your statement.

Payments, escrow and insurance, per Rocket's "Welcome Mr. Cooper clients" FAQ (opened October 11, 2026).

• "This is not a traditional mortgage transfer since it is a result of a merger of two mortgage servicers. Your loan number, payment address and all of your loan terms are staying the same."
• Online bill pay: "while your loan number and the payment address is not changing, please update the payee in your online bill pay to Rocket Mortgage." Checks: "Begin making your check payable to Rocket Mortgage and send to PO Box 650783, Dallas, TX 75265." The page says payments sent to Mr. Cooper will still be processed without delay.
• Insurance: "it is best that you also ask them to update your loan servicer to Rocket Mortgage, LLC, its successors and/or assigns, PO BOX 7729, Springfield, OH 45501-7729."
• Escrow: "If you have an escrow account for payment of your taxes and/or insurance payments, we will continue to pay them as always."

Both the statement that the payment address is staying the same and the instruction to send checks to PO Box 650783 are quoted from the same page; the sources opened do not say whether that box matches the address printed on earlier statements, so follow your current statement and ask the servicer in writing if they differ.

If the servicer does not fix it. The CFPB says you can "submit a complaint online or by calling (855) 411-CFPB (2372)", and can contact a HUD-approved housing counselor or the HOPE Hotline, (888) 995-HOPE (4673), 24 hours a day. A state attorney general or state mortgage regulator can also receive complaints.

If you were affected by the 2020 servicing settlement. The settlement administrator's site says the deadline to submit a claim form has passed and payments were distributed on November 24, 2025; for questions or a check reissue it lists 1-866-404-0137 and [email protected].

Regulator actions: CFPB (2017 and 2020), 51 attorneys general (2020), California (2017), and a 2023 CFPB order against a payment processor

CFPB, December 2020. On December 7, 2020 the CFPB filed a complaint and a proposed stipulated judgment against Nationstar Mortgage LLC, which does business as Mr. Cooper, in the U.S. District Court for the District of Columbia; the judgment was entered on December 8, 2020 (Case 1:20-cv-03550-JEB, Document 3). The CFPB's press release alleges that between January 2012 and January 1, 2016, "in numerous instances" Nationstar failed to identify loans with pending loss-mitigation applications or trial modifications, foreclosed on some borrowers who had been told they would not be foreclosed on while applications were pending, improperly increased modified payments, and failed to timely remove private mortgage insurance, among other allegations. The order states: "Defendant neither admits nor denies the allegations in the Complaint, except as specified in this Order." It defines "Declared Remediation" as $57,723,049 in redress payments already made, requires a $15,623,305 judgment amount to be deposited in escrow for remaining affected borrowers, and requires a $1,500,000 civil money penalty. The CFPB's page summarizes this as "approximately $73 million in redress to more than 40,000 harmed borrowers" and a $1.5 million civil penalty. The order's reporting and notification provisions run for 10 years from its effective date.

State attorneys general and state regulators, December 2020. The Nebraska Attorney General's release says 51 attorneys general reached an $86.3 million settlement with Nationstar, filed in the U.S. District Court for the District of Columbia, covering conduct from January 1, 2011 through December 31, 2017 and providing "approximately $79.2 million in relief, affecting 55,814 loans nationally." It describes allegations that borrowers had problems when loans were transferred to Nationstar and that third-party vendors improperly changed locks on homes, and says servicing standards would "be in place for three years, starting on January 1, 2021." The CFPB page says bank regulators from 53 jurisdictions settled the same day in separate documents. Claims in the state settlement are closed (see the administrator information above).

California Department of Business Oversight, December 4, 2017. A consent order with Nationstar Mortgage, LLC doing business as Mr. Cooper recites that examinations found it charged excess per diem interest and recording fees above actual recording costs, and, in a 2014 multistate examination, charged borrowers a $120 fee paid to affiliate Solutionstar, which the order says violated federal and California law. The order lists self-audit refunds of $2,526,962.25 in per diem interest and $1,790,276.41 in recording fees, a $4,800,000 penalty and $200,000 for the Department's investigative costs. The order's own language also provides that the facts it recites "may be taken as true without further proof" in later proceedings to enforce its payment terms.

CFPB, March 2017 (Home Mortgage Disclosure Act data). The CFPB's enforcement page lists an administrative proceeding, File No. 2017-CFPB-0011, with an initial filing date of March 15, 2017, against Nationstar Mortgage LLC. It says the CFPB took action for violating the Home Mortgage Disclosure Act "by consistently failing to report accurate data about mortgage transactions for 2012 through 2014" and requires Nationstar "to pay a $1.75 million civil penalty, improve its compliance management to prevent future violations, and review, correct, and make available its corrected HMDA data from 2012–2014." The CFPB press release says that in the samples it reviewed the error rates were 13 percent in 2012, 33 percent in 2013 and 21 percent in 2014, and that since the examination Nationstar "has been taking further steps to improve" its HMDA compliance. In the stipulation the company, "without admitting or denying any wrongdoing," consented to the order. This action concerned mortgage-lending data reporting, not servicing of individual loans.

CFPB order against a payment processor (June 27, 2023). The CFPB's enforcement page says that on June 27, 2023 it issued an order against ACI Worldwide Corp. and ACI Payments Inc., a payment processor, finding that internal tests created fake payment files that were processed as legitimate bill payment orders, which "initiated debits totaling approximately $2.3 billion in mortgage payments from nearly 500,000 borrower bank accounts without their knowledge or authorization." The CFPB press release says ACI's practices "negatively impacted nearly 500,000 homeowners with mortgages serviced by Mr. Cooper (formerly known as Nationstar)," that the transactions occurred on April 23, 2021, that "borrower accounts have now been fixed," and that ACI must pay a $25 million civil money penalty. The order was issued against ACI, not against Mr. Cooper; in the stipulation ACI agreed to the order "without admitting or denying any of the findings of fact or conclusions of law," except those establishing jurisdiction.

These are government actions as described in the documents; this page does not extend them to any individual's loan.

Who Mr. Cooper is: Nationstar Mortgage LLC, now inside Rocket Companies

Entities. The 2024 Form 10-K describes Mr. Cooper Group Inc. as a Delaware company with executive offices at 8950 Cypress Waters Blvd, Coppell, Texas, and says its "primary operating subsidiary" is Nationstar Mortgage LLC. The California consent order and the CFPB complaint name "Nationstar Mortgage, LLC doing business as Mr. Cooper"; the California order gives NMLS ID 2119. The DC Attorney General's 2020 release says the company "was founded in 1994 in Denver, Colorado as Nova Credit Corporation" and rebranded as Mr. Cooper in 2017 after earlier names that include Centex Home Equity Company and Nationstar Mortgage Holding, Inc.

What it does (the company's description). The 10-K says the company is "the largest servicer of residential mortgage loans in the U.S. and a major mortgage originator," that as of December 31, 2024 it served 6.7 million customers with an aggregate unpaid principal balance of $1,556 billion, and that servicing consists of "collecting loan payments, remitting principal and interest payments to investors, managing escrow funds for the payment of mortgage-related expenses, such as taxes and insurance, performing loss mitigation activities on behalf of investors and otherwise administering our mortgage loan servicing portfolio."

The Rocket transaction. Under the Form 8-K filed for the October 1, 2025 closing, a Rocket subsidiary merged with Mr. Cooper, and Mr. Cooper then merged into Maverick Merger Sub 2, LLC, a wholly owned Rocket subsidiary, which survived; each Mr. Cooper share was converted into 11.00 shares of Rocket Class A stock, and Mr. Cooper stock stopped trading on Nasdaq that day. Rocket's press release says Jay Bray, Mr. Cooper's chief executive, became president and CEO of Rocket Mortgage and that "Mr. Cooper and all of its servicing functions will be rebranded under the Rocket umbrella." The sources opened do not state whether the loan-servicing entity Nationstar Mortgage LLC has itself been merged into Rocket Mortgage, LLC; the name on your statement and in your Rocket account is the reliable guide to which entity services your loan.

Name history in this site's archive. Complaints posted here between 2006 and 2013 refer to "Centex Home Equity" and "Nationstar Mortgage"; those posts concern the company's earlier names and brand, and they are described in the complaint-record section.

Complaint record: BBB, Trustpilot, CFPB database and posts on this site (as displayed October 11, 2026)

BBB (as displayed on October 11, 2026). The BBB profile for Mr. Cooper, Lewisville, TX, is shown as NOT BBB Accredited with a BBB rating of A+. The complaints tab shows 2,878 total complaints in the last 3 years and 845 complaints filed in the last 12 months; the reviews tab shows 2.29 out of 5 from an average of 2,535 customer reviews. BBB's page data gives BBB file opened September 17, 2001, business started January 1, 2002 and incorporated January 1, 2002, and lists alternate names Rushmore Servicing, Rocket Mortgage, Nationstar Mortgage LLC, RightPath Servicing and Champion Mortgage Company. These are consumers' accounts, not findings.

Trustpilot (as displayed on October 11, 2026). The page for mrcooper.com, titled "Mr. Cooper Powered by Rocket Mortgage," is a claimed profile (claimed January 2019) and shows 4.2 out of 5 from 8,424 reviews; Trustpilot says the company invites its customers to review, and that it does not fact-check reviews.

CFPB Consumer Complaint Database (queried October 11, 2026). Two separate company names appear. Under "Mr. Cooper Group Inc." the database lists 15,430 complaints, first received April 5, 2017 and latest March 8, 2026; 13,321 are labelled "Mortgage," and 1,157 were received since October 11, 2025. Company responses on that name: "Closed with explanation" 15,394, "Closed with monetary relief" 30, "Closed with non-monetary relief" 6; 15,424 timely, 6 not. Under "NATIONSTAR MORTGAGE LLC" it lists 19,296 complaints, first received December 9, 2011 and latest October 18, 2018. The two names are different entries and are not added together here. "Rocket Mortgage, LLC" is a third, separate company name in the database whose counts this page does not use. Complaints are consumer submissions that the CFPB does not verify.

Posts on this site. The archive contains 124 approved complaint posts from 2006 to 2013 whose subject is Nationstar Mortgage (several under the earlier Centex Home Equity name), plus 12 posts about other businesses in which a loan serviced by Nationstar is part of the story. They were written before the 2017 rebrand and concern the company in those years. Keyword counts across the 124 posts (a post can match several): late fees or other charges 34; escrow, force-placed insurance or property taxes 31; loan modification, HAMP/HARP or refinance requests 58; a loan sold or transferred to Nationstar 27; payments not credited or misapplied 7. Three of the linked posts are from former employees and concern employment, not servicing. These are individuals' accounts and are not findings.

Court matters involving Mr. Cooper / Nationstar

October 2023 cybersecurity incident and consolidated class action. The 2024 Form 10-K says that on October 31, 2023 the company "experienced a cybersecurity incident in which an unauthorized third party gained access to certain of our technology systems and obtained personal information relating to substantially all of our current and former customers." Cabezas v. Mr. Cooper Group, Inc., No. 3:23-cv-02453 (N.D. Tex.), was filed on November 3, 2023; the company's filings say 26 additional putative class actions were consolidated with it, and a Consolidated Class Action Complaint was filed on July 15, 2024. On July 22, 2025 the court issued a memorandum opinion that found plaintiffs have standing, granted the motion to dismiss as to breach of express contract, unjust enrichment, invasion of privacy and breach of confidence, denied it as to breach of implied contract and negligence, and deferred negligence per se and the state-law claims until class certification. On the docket as opened on October 11, 2026 the newest entry is Document 209 (October 1, 2026), the company's response to plaintiffs' September 10, 2026 motion to substitute a class representative. No class-certification ruling and no settlement appeared in the entries reviewed. Nothing here is a finding that the company is liable.

Pay-to-pay fee class action (settled). McFadden v. Nationstar Mortgage LLC d/b/a Mr. Cooper, No. 1:20-cv-00166 (D.D.C.), filed January 22, 2020, alleged that fees of "up to $14 and $19" for each telephone payment violated the FDCPA, state law and borrowers' mortgage terms. On April 25, 2024 Magistrate Judge Faruqui entered a final judgment and order granting final approval of a class settlement, with $1,215,264.10 in attorneys' fees and costs and $7,000 service awards to each of four plaintiffs (Document 84).

Reconveyance-fee class action (pending). McCabe v. Nationstar Mortgage LLC d/b/a Mr. Cooper now d/b/a Rocket Mortgage, No. 1:26-cv-00264 (N.D. Ohio), was filed on February 1, 2026. The complaint alleges that "Third Party Reconveyance Preparation Fee" charges were assessed in 36 jurisdictions and identifies a related Ohio case, Washington v. Nationstar, No. 22-cv-1392. The docket shows motion-to-dismiss briefing and orders through May 12, 2026; no ruling on the merits was identified.

Snyder et al. v. Mr Cooper Group Inc. et al. (removed September 10, 2026). The federal docket, No. 2:26-cv-10206 (C.D. Cal.), shows a notice of removal filed on September 10, 2026 by the defendants Nationstar Mortgage LLC dba Mr Cooper, Rocket Mortgage LLC and Mr Cooper Group Inc., moving the case from Los Angeles County Superior Court, case number 26STCV20480. The plaintiffs are listed as Lisa Snyder, Doria Alvarez, Tonya Rindskopf and Robert Smith, the nature of suit is "Other Statutory Actions," and a jury is demanded. The newest docket entries opened on October 11, 2026 are from September 10, 2026 (notice of removal, civil cover sheet, corporate disclosure statement and notice of pendency of other actions). The entries reviewed do not state what the plaintiffs claim, so this page does not describe the subject of the case.

The December 2020 CFPB judgment is described under regulator actions. Other individual foreclosure and servicing suits against Nationstar exist; this page does not list them.

Is Mr. Cooper Legitimate?

Mr. Cooper is the trade name of Nationstar Mortgage LLC, which the California Department of Business Oversight order of December 4, 2017 describes as a residential mortgage lender and loan servicer licensed under California law, with NMLS ID 2119. Until October 1, 2025 its parent, Mr. Cooper Group Inc., was a public company filing with the SEC; Rocket Companies says it completed the acquisition on that date, and the company's own site now directs borrowers to Rocket Mortgage. BBB shows an A+ rating for the profile and states it is not BBB Accredited; the CFPB database holds thousands of consumer complaints under the company's names; a 2017 CFPB consent order on mortgage-data reporting, a 2020 CFPB judgment, a 51-attorney-general settlement and a California consent order are part of the record, as is a pending consolidated data-breach class action. A servicing company's legitimacy is separate from whether any one borrower's account was handled correctly; if you receive a letter or call, check the servicer name against your statement, use the contact details on your statement or in your Rocket account, and send errors in writing.

Court & Public Records

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

• Named as an affiliate: Consumer Report
• Named as an affiliate: Joseph Mcintosh, CRooK ATTorney for Nationstar Mortgage/Quality Loan Servicing
• Named as an affiliate: Donald young criminal and cheat. Ripped off 5000 dollars. Must be arrested and fined
• Named as an affiliate: Consumer Report
• Named as an affiliate: Total SCAM - Lost $5,000.00 and our home!
• Named as an affiliate: Loan Modification Promised in Three Months Never Delivered
• Named as an affiliate: Rip off, Economic Criminals
• Named as an affiliate: Macey & Aleman, Academy Street, Newark, New Jersey
• Named as an affiliate: Destroyed My Credit, Stole Thousands From Us, And Caused Us To File Bankruptcy
• Named as an affiliate: James Loan Modification Guaranteed or Full Refund. Don't Believe It!
• Named as an affiliate: Elect Group Loan Mod Scam?
• Named as an affiliate: GMAC Mortgage - Ditech Absolutely NO Help from GMAC Mortgage - They're always right, you're always wrong, Waterloo

Company Relationships

• Acquired by: Rocket Companies, Inc.
• Affiliated with: Mr. Cooper Group Inc.
• Affiliated with: Rocket Mortgage, LLC

Frequently Asked Questions