Complaints

This profile includes complaints for Mr. Cooper's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Mr. Cooper

  800 State Highway 121 Bypass Lewisville, TX 75067

  
• 

  Mr. Cooper

  8950 Cypress Waters Blvd Coppell, TX 75019-4620

  
• 

  Mr. Cooper

  750 State Highway 121 Bypass, Suite 101 Lewisville, TX 75067

  
• 

  Mr. Cooper

  110 Triple Creek Drive, Suite 10 Longview, TX 75601

• 

  Mr. Cooper

  2780 Lake Vista Drive Lewisville, TX 75067

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mr ********************** has not updated my payment. They had issues with their site being hacked, and you could not make payments online. I mailed my payment by **** to Mr. Cooper with a tracking number. I checked the tracking, and it shows that my payment was received by Mr. Cooper. Meanwhile, after I mailed in my payment, Mr. Cooper came back online. It still shows on my account at **********************'s site that I still owe the amount of $575.24 even though I mailed in my payment with **** tracking number **** **** **** **** **** 53. If you check the **** tracking, it shows that Mr. Cooper received my payment. So why hasn't Mr. Cooper updated my payment on my online account? I tried calling Mr **********************'s customer service, but the phone line rang without any response or help. Mr. Cooper has done a terrible job handling this crisis, and I have no trust in their system or ability to ensure customer concerns are met. Since it shows via **** tracking that Mr. Cooper received my payment, how come they have not updated my account online showing I made the payment? I hope I get a response soon, and they update my online account showing payment made. I attached a screenshot of **** showing Mr ********************** received payment via ****.

  Customer Answer

  Date: 11/08/2023

  Attached is the **** tracking information showing that Mr. Cooper received my payment. Since they received my payment, why have they not updated my account online showing I made the payment?  Instead, my online account shows I still owe $574.24. Again, I sent a payment by mail for $574.24 and Mr. Cooper needs to update my online account showing I made the monthly payment for Nov.

  The reason I'm concern is that Mr. Cooper was hacked and during that time their online site was not available. Also, their customer service was nonexistent. Instead of waiting, I made the payment by mail when normally I would make the payment online. Mr. Cooper needs to update my online account immediately showing payment made. The attached tracking screenshot shows that Mr. Cooper received my payment, but as of this date has not updated my online account showing payment paid. I was really disappointed in the lack of customer service by ********************** during this hacking crisis. Even though their site is now online, customer service continues to be non-existent. The **** tracking number is **** **** **** **** **** 53

  Since Mr. Cooper lack of customer support is not responding nor answering the phone, I hope you can contact Mr. Cooper. If need be, show the attached screenshot or provide the tracking number listed above and ask them to please update *** account. I'm really disappointed that Mr ********************** **************** was not available to help me in this situation. It has been a very stressful and disappointing how Mr. Cooper handled the hacking crisis. It has also been a crisis for their customers with the lack of customer support and being forthright from the beginning when this started around Nov. 1. Since then, I would rate Mr. Cooper support non-existent in this matter.

  Thank You

  The **** tracking number is **** **** **** **** **** 53

  Business Response

  Date: 11/21/2023

  Please find attached.

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year I opened an insurance claim for endorsement for Hurricane *** repairs. See claim ********, date of loss 9/28/2022. The check was endorsed and sent back to me. Repairs were completed. AT the same time, I sued my insurance company and received a settlement. On 10/27/23, I went to insuranceclaimcheck.com and opened a new claim and labeled it as other, and explained that this is not a new claim, but to append to the previous claim, as I was unable to see the previous claim ******** listed on my account when I logged in. I sent in the settlement document, original estimates for the roof, and proof of completion of the roof. I was issued a new claim ******** with an erroneous date of loss date of 9/28/2023.I called Mr. Cooper and explained the error, and to request to close out claim ******** and to move all documentation including check on amount of $78,496.71 to old claim ********. I was assured that this was done when I called in around 10/30/2023.I have been following up on this issue since then, and have not gotten anywhere with Mr. Cooper. They put in a new request to move everything over to the old claim and close out claim ******** on 11/2/2023 when speaking with supervisor by the name of ***. Then due to the cyber attack that occurred with Mr. Cooper, limited info has been given out. I called in on 11/8/2023 and spoke with supervisor *******, and explained the whole situation again from the beginning, since apparently no effective notes were put in on each of my calls to Mr. Cooper Loss ***********

  Business Response

  Date: 11/28/2023

  Please see the attached response and enclosure. Thank you. 

   

  *******************************

  Customer Answer

  Date: 11/28/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:11/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got transfer to, Mr. Cooper, from ************************ Services, P.O.55004 ****** ** ***** Phone number, ************ They transfer my mortgage to, mr. Cooper, in, Feb. of this year. A modification had been done with, ******** and finalized, that modification had been transfer to, Mr. Cooper, the business was to follow this modification, with the payment set by, ********, they have not follow it at all, they keep changing the payment to payments I don't have the money for, as I live on, Social Security and have a limit budget to work with. I have repeatly try to tell them this but they refuse to listen. They have yell at me, hung up on me, threaten to do a foreclosure and kick me out for which I have no place to go, I never refuse to pay the payment, I ask for the modification by , ******** to be follow with the payment that was set before they transfer my account, which they are suppose to follow that modification, which they won't. they have harassed me threaten me, I suffer from, P.S.T.D., it is playing hard on my condition, my counselor is very upset with this and feels it is doing me more harm and making my condition worse. They keep adding to my mortgage and it gets higher, higher, I have own this house for 15 years and have paid a great deal on it, they have it up to 3 times what I even paid for it. They keep doing a modification on the mortgage with out my consent, I have modification papers from them that I just receive and took it to my bank, they gentlemen that help because I don't understand the paperwork and can't sign it because I can't afford the payment, he said from what he could see something wasn't right with how they are handling the mortgage, it seems to him that the modification by, ******** is the one they need to be going by, he doesn't understand why they keep changing things. When I got tranfer to them, they were late getting me payment information so the payment was late, they have mess with everything, I need help.

  Business Response

  Date: 11/20/2023

  Please see the attached. 

• Initial Complaint

  Date:11/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7 November 2023 I accessed my mortgage statement and discovered that the payment made through USAA was not credited to my mortgage payment. I am aware of the cyber issues experienced by Mr. Cooper/Lakeview. If I can access my account, then that means my payment SHOULD have been processed and properly credited. I received an e-mail on 3 November 2023 indicating the cyber issue and the ASSURANCE "Customers will not incur fees or any negative impacts as we work to fix this issue". Having statements on my account indicating "Before you make an additional principal payment, please pay your total amount due this month including any outstanding fees. If youve already scheduled a payment for this month." That statement does not indicate that Mr. Cooper/Lakeview are actually trying to fix the problem. My account reflects that autopay is engaged.

  Business Response

  Date: 11/20/2023

  **************************;                                                                                 November 20, 2023
  17925 *******************                                                                
  
  ACCOUNT INFO
  LOAN NUMBER: 1824354615
  CASE NUMBER: 0007841678
  REFERENCE:  20837952
  PROPERTY ADDRESS:
  ********************************************
  *******, ** 99005
  MORTGAGORS:
  *****************************
  *****************************
   
  *******,** 99005                                                                             
  
  
  
  
  
  
  
  
  
  
  
  
  Dear **************************:
  
  Thank you for reaching out to us.
  
  We received your concerns you submitted to the Better Business Bureau (BBB) on November 7, 2023, and have put together this reply with information that we hope will alleviate your concerns. After an investigation, we are sharing with you what we found.
  
  Summary and Resolution
  
  In your correspondence you state that on November 7, 2023, your monthly statement did not reflect a payment you made through USAA ******************** (USAA). You state you are aware of the cyberattack Mr. Cooper, LLC, subservicer for ************* Servicing, LLC, (Mr. Cooper) experienced. You state that when you review your online account your payment should be processed and credited to your loan. You state that on November 3, 2023, you received an email advising that negative impacts will not occur. You state that your statement advised you to pay your total amount due for the month before making any additional principal payments. You state that your account reflects the Automated Clearing House (ACH) Payment Plan.
  
  We apologize for not acknowledging your correspondence earlier. Some systems were recently down, and we were unable to access your inquiry. Now that the systems are back online, we have investigated your concerns and are able to provide this response. 
  
  Further review determined that on November 3, 2023, Mr. Cooper processed your ACH Payment of $1,179.17. Of that amount, $1,096.17 was applied towards the November 2023 monthly payment and the remaining $83.00 was applied towards the unpaid principal balance with an effective date of November 1, 2023.
  
  On November 6, 2023, the December 2023 monthly billing statement was sent to you reflecting a total amount due of $1,096.17. Please note that the billing statement did not reflect any outstanding fees or past due balances.
  
  At this time your loan is due for the December 2023 monthly payment and your ACH Payment plan is set to draft on December 1, 2023, in amount of $1,179.17.Please note that your loan does not reflect any outstanding fees or negative reporting. We have enclosed a copy of your transaction history for your review,if you find your records do not match our records please provide proof of payment to allow further research to be conducted. We understand that you may have experienced a misunderstanding or miscommunication during your previous contacts with Mr. Cooper, and we appreciate the opportunity to clarify this matter.
  
  
  Owner Information
  
  our records indicate ************* Servicing, LLC, is the current owner of the Note. As requested, we have provided the address and phone number below:
  
  ************* Servicing,LLC
  ***************************************************************************************************************
  ************
  
  Mr. Cooper is the servicer of the loan and will be responsible for responding to any concerns regarding the servicing of the loan. Servicing matters include but are not limited to the following:
  
  Payment assistance and modifications
  Payment posting
  Validation of the debt
  Foreclosure proceedings
  Payment adjustments
  
  Please direct any communication related to these matters to us using the contact information below. ************* Servicing, LLC will not be able to assist with any of these matters. As of the date of this correspondence, the account is current and contractually next due for the December 2023 installment. Enclosed is the most recent monthly billing statement that indicates the current unpaid principal balance, the current escrow balance, and the suspense balance.
  
  Upon receipt of this correspondence, the above-mentioned loan and related documents were reviewed and found to comply with all state and federal guidelines that regulate them.As such, the above-mentioned loan account will continue to be serviced appropriate to its status.
  
  Furthermore, the payment history appears to be reported accurately to the main credit repositories. If you have documentation that substantiates that any of the information reported by us on the credit report is incorrect, please provide the detailed information for review.
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred because Mr. Cooper has received and processed your payments accordingly. You have the right to access the documents we used in this investigation and we have enclosed them. Those documents are:
  December 2023 Billing Statement
  Transaction History
  
  
  
  
  
  
  
  
  
  
  
  
  If you have any questions, please contact our *************************** at ************ or via mail at ********** 4, **************************************************************  Our hours of operation are Monday through Thursday from 7 a.m. to 8 p.m. (CT), Friday from 7 a.m. to 7 p.m. (CT) and Saturday from 8 a.m. to 12 p.m. (**).  Visit ** on the web at www.mylakeviewloan.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly, using the information below.
  
  Sincerely,
  
  *************************
  Mr. Cooper
  Customer Relations Specialist
  PO Box ******
  ******, ** **********
  Phone: ************
  E-mail: ***********************************************
  
  Enclosures 2
  By BBB Portal
  
  
  Are you experiencing a financial hardship? Our local non-profit partners can help with financial counseling and other services. Please visit these websites for assistance:
  
  Hud.gov
  Neighborworks.org
  
  
  
  ********** Residents: Nationstar Mortgage LLC d/b/a Mr. Cooper is licensed in **********, ********************** License Numbers: *******************************************************************************************) 602110305-001-0018 (*****************************************************),602110305-001-0019 (*****************************************************************************),602110305-001-0023 (***********************************************************************),602110305-001-0024 (**************************************************************),602110305-001-0021 (********************************************************************************),602110305-001-0022 (************************************************************************************************). If you want to know the name of your originating lender or the amount that you owe, please contact our customer service department.
  

  Customer Answer

  Date: 11/21/2023

  I have reviewed the business response.  Though the response demonstrates a lack of a sense of urgency to provide quality customer service, the outcome is what was necessary since all forms of communications with Mr. Cooper/Lakeview were nonexistent to include private messaging, phone calls, and e-mail.  The frustration that is attached with this lack of responsiveness and communication, has not gone unnoticed by other customers of Mr. Cooper/Lakeview.  Further inaction will continue to be part of the process to bring notice to Mr. Cooper/Lakeview when this kind of activity/response is provided by the private entities.  

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mortgage was switched without notice from Mr. Cooper to Rightpath Servicing. Phone numbers are down for both companies and have been removed from Mr. Coopers online access because of the switch. I am being held from paying my mortgage payment.

  Business Response

  Date: 11/21/2023

  see attached

• Initial Complaint

  Date:11/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am attempting to pay my monthly mortgage payment. I went online, and their website said that they were under going a cyber attack and in attempt to not to have information shared with criminals. They shut down their website. I tried calling the customer service number, and the message I received was that they were not taking any phone calls. I went in this morning to try and login and now that that message is not there any longer. The website just seems not to be a legitimate website. Theres no information about the company. Nothing, as if the website was being built. My mortgage loan was sold from ***** Fargo to Mr *********************** which first of all seems unprofessional and not a legitimate financial services company. However, I complied and made my payment to Mr *********************** I was notified about the servicing transfer by letter dated July 11, 2023. I was able to make my payments for August September, October and now Im trying to pay my November mortgage payment. I dont know what to do to get help there doesnt seem to be a way to get in touch with anyone at this company. I personally emailed *************** who signed the letter notification regarding the transfer of my mortgage loan as ******************* is a problem. I should be able to make my payment. I should be able to speak with someone in their customer service department however, it does not seem that you can do either. It seems the only way to make my payment is to send it through the post office. I have serious concerns about the legitimacy of this company.I worry about the impact to my credit.*********************************

  Business Response

  Date: 11/21/2023

  Please find the attached document for your records.

• Initial Complaint

  Date:11/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rushmore loan management was my finance co. I received a letter on 09/01/23 informing me that my loan was be transferred to Rushmore Servicing. I been trying to reach out this company, I called all the numbers on the letter and website /www.rushmoreserving.com/welcome#*********, no response, call the number **************, **************, get disconnected. very upsetting not able contact no one to inform me what is going with is company. This is not right, as customer the company sure be accessible.

  Business Response

  Date: 11/21/2023

  Dear *****************************:
  
  We received your correspondence through the Better Business Bureau (BBB) on November 7, 2023, and we are sharing with you what we found after an investigation into your concerns.
  
  Our records show that you made contact with us on October 30, 2023, to discuss making a payment. On October 31,2023, **************** experienced a cybersecurity incident and took immediate steps to lock down our systems in an abundance of caution to protect our customersinformation. Rushmore Servicing and **************** are brand names of Nationstar Mortgage LLC and are supported by the same servicing platform. As the cyber security incident impacted ****************, it has impacted Rushmore Servicing as well.  The systems were not brought back online until we could guarantee all data was safe. We regret any inconvenience this may have caused.
  
  We spoke with you once more on November 9, 2023, in attempts to start a repayment plan. You have advised us that you will contact us before months end to determine if you will be able to collect the amount needed to start the repayment plan.
  
  
  RESPA RESPONSE TO NOTICE OF ERROR
  Under applicable federal law, we are required to inform you that after completing a reasonable investigation into the issues described above, it has been determined that no error occurred. You have the right to access the documents we used in this investigation, but only our internal systems were utilized.
  
  
  
  
  
  
  
  
  
  
  If you have any questions, your Dedicated Loan Specialist is ***********************, who can be reached at ************ or via mail ********** 4, **************************************************************  Our hours of operation are Monday through Friday from 7 a.m. to 8 p.m. (**).  Visit ** on the web at www.rushmoreservicing.com for more information.
  
  I hope this information is helpful and addresses your concerns. If you have any specific questions about the information I have provided, please contact me directly,using the information below.
  
  Sincerely,
  
  
  
  *************************
  Customer Relations Specialist
  **********************
  PO Box 619098
  ******, ** 75261
  
  Phone:************
  E-mail: **************************************
  
  By BBB Portal 

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/23/2023 our mortgage was paid in full through the sale of the property at ******************************************************. At the time of closing, the escrow remaining amount of $5,296.33 on account #********* is due as a refund to us. We are unable to contact via phone or email anyone associated with Mr. Cooper to determine when the or if the refund check has been mailed. We expect these funds to be returned as soon as possible and not be held up due to the recent issues Mr. Cooper is experiencing with their website. The refund should have been processed prior to this incident and our refund should be paid immediately and not held up an longer.

  Business Response

  Date: 11/21/2023

  Please find the attached for your records.

• Initial Complaint

  Date:11/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Website say that there was a cyber attack and personal data is exposed since April of 2023. As of 11/6/2023, no resolution or updates have been made. The customer service number is disabled and I cant pay my mortgage. I will not upload my bank account information for payment to a website that openly admits a security breech.

  Business Response

  Date: 11/21/2023

  Please find attached.

• Initial Complaint

  Date:11/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since Mr ********************** was sued in their lawsuit in 2020 for illegally foreclosing on homes and not providing assistance for home owners, they are still doing the same thing. The **** Fund that they are supposed to be using, is not being used. There is still millions of dollars not being provided to home owners in hardships. Both times I have applied for loan modifications I have been denied for not having enough income. The same amount of income I claimed when I bought the home. Nothing has changed. They make you wait months to complete the modification and let you get months behind without telling you that your denied or approved. If approved, they still make you eligible to pay the months you missed. The **** fund is not being utilized for homeowners in need. My mortgage company was sold to Mr ********************** and I had no say in what mortage company I wanted. Mr ********************** is not a mortage company but a credit company that makes more money from people not making their payments. This is unfair and unacceptable to allow a credit company to control your home without your consent.

  Customer Answer

  Date: 11/07/2023

  In addition to this, they were supposedly hacked this week and have not been allowing people to make payments, or access their account in any way. People that are behind on their mortage, or working with them for a modification is not allowed to make payments. This is putting customers farther behind and not allowing them to get out of foreclosure proceedings if they are in that situation. This is also unfair and not allowing customers time or adequate resources to their mortage.

  Business Response

  Date: 11/17/2023

  Hello, 

   

  Please see the attached Resolution Letter.