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Mr. Cooper Powered by Rocket Mortgage Reviews 8,423

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TrustScore 4 out of 5

4.2

Mortgage Lender
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Review summary

Created with AI, based on recent reviews

Reviewers had a great experience with this company. Customers consistently praise the staff for their helpfulness, professionalism, and understanding approach. Many people highlight the exceptional customer service, noting that representatives are knowledgeable, patient, and dedicated to resolving issues. Reviewers frequently mention that their questions are answered thoroughly and that the staff goes above and beyond to assist them. However, some customers experienced difficulties with payment processing and contacting the company, citing issues with unreturned calls, conflicting information, and problems with the website or app for making payments. A few people also noted that while individual representatives were helpful, the overall process for certain requests, like account changes or obtaining documentation, could be frustrating.

What people talk about most

Staff

Reviewers highlight positive aspects of staff. Customers frequently praise the politeness, knowledge, and... See more

Customer service

Customers express significant frustration and dissatisfaction with customer service, citing extreme... See more

Payment

Customers had ambiguous experiences with payment. Many reviewers reported issues such as hidden charges,... See more

Service

Consumers find service to be ambiguous, with many expressing extreme dissatisfaction, citing issues like... See more

Customer communications

Users describe ambiguous interactions with contact. Many customers report significant difficulties reaching... See more

Reviews shaping this summary

Rated 4 out of 5 stars

They were fast to helping you (once you got through) with resolving minor hardships and taking notes to assure they will help you to catch up with your financial obligations. They read back your reque... See more

Rated 4 out of 5 stars

After my HO insurance premiums increased by $500 a month and I was unaware for 5 months. I worked with the best customer service people ever. They were patient and understanding and oh so helpful.... See more

Rated 4 out of 5 stars

The problem was access to your website which was transitioning to Rocket Mortgage. The customer Service rep shared the status info on the website. You lost a star because I asked the rep to effect c... See more

Rated 4 out of 5 stars

I was affected by the government shutdown and requested a forbearance. The agent that assisted me when I called for a status update was understanding and showed great customer service. She was very in... See more

Company details

  1. Mortgage Lender

About Mr. Cooper Powered by Rocket Mortgage

Written by the company

At Mr. Cooper Powered by Rocket Mortgage, we’re combining deep care and trusted guidance with breakthrough technology to make every homeownership journey seamless and confident at every step.

Nationstar Mortgage LLC (d/b/a Mr. Cooper) and Rocket Mortgage, LLC are separate companies uniting under the same parent organization.
Equal Housing Opportunity
NMLS: #2119 NMLS Consumer Access
NMLS: #3030 NMLS Consumer Access
(www.nmlsconsumeraccess.org)

Contact info

4.2

Great

TrustScore 4 out of 5

8K reviews

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Hasn’t replied to negative reviews

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Rated 5 out of 5 stars

Representative was professional and…

Representative was professional and courteous, and was able to address my concerns. I am still waiting for a return phone call from her in the next few days to let me know that my issue has been resolved

7 January 2026
Rated 4 out of 5 stars

The problem was access to your website…

The problem was access to your website which was transitioning to Rocket Mortgage. The customer Service rep shared the status info on the website. You lost a star because I asked the rep to effect changes to my payment and he confirmed that he could. However, when I logged into the now operating website, the changes I asked for were not done. That's ok but the customer service person should have been clear that they couldn't do that.

7 January 2026
Rated 5 out of 5 stars

From beginning to end

From beginning to end, they kept me informed what was going on to settle my request. It was resolved in a good manner. Thanks to the woman who handled most of my request.

7 January 2026
Rated 2 out of 5 stars

Clients Are Not Valued.

After the positive financial relationship we've had, it is absurd to impose a fee for obtaining the actual payoff amount of our loan. It is a slap in the face, and effectually estranges us from your company. I cannot, and will not recommend Rocket Mortgage to anyone.

7 January 2026
Rated 5 out of 5 stars

Getting my issue resolved!

I received my annual escrow review and it was incorrect. The property tax estimate was too high. I forwarded Mr. Cooper a copy of the actual bill from the City and it was promptly corrected.

7 January 2026
Rated 5 out of 5 stars

Final payoff

Both representatives that I spoke with were extremely pleasant to speak with, knowledgeable and understanding.
As stated to both however was the fact that I had to initiate the first phone call to verify and confirm that the wire transfer was in fact received. That to me is a major problem.
Overall, very happy with my experience overall.

2 January 2026
Rated 1 out of 5 stars

Unable to login online for weeks

Mr. Cooper is garbage since Rocket Mortgage took over. Haven't been able to login to view/pay my mortgage in weeks. Can't access tax statements- every email received says login to view online.

7 January 2026

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