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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. #25 of 30 best companies in 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 3 out of 5 stars

Follow Up Communications Leading to the New URL Site

The online login for Mr. Cooper Powered by Rocket Mortgage was not seamless as I was unable to login to Mr. Cooper to make my January mortgage payment. When logging into Mr. Cooper with the URL I have used for years did automatically send me to the new URL, however, my credentials did not allow me to login. I had received one (1) communication on March 31, 2025 concerning the Mr. Cooper joining forces with Rocket Mortgage. Follow up communications would have been nice, especially instructions on how to log in or that there will be a delay to access the Mr. Cooper website.

January 7, 2026
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Rated 2 out of 5 stars

The agent I spoke with had no idea as…

The agent I spoke with had no idea as to what I was referring to. I was only able to access this information through someone at Winn trust who said you people made the mistake and my mortgage payment went to Winn Trust by mistake….. the name is actually on my banking information as to who the mortgage payment went to. It was only by my in depth detective work that I was able to come up with a suitable answer. If someone from Mr. Cooper had this information it would have saved me many hours of angst thinking my account had been compromised!!!!! I am almost 80 years old, I certainly do not need any more drama in my life right now…… shame on Mr Cooper for not owning up to this mistake and not giving “your”agents the proper information to help facilitate my investigation!

January 7, 2026
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Rated 1 out of 5 stars

I tried to login to my account which…

I tried to login to my account which has been changed since the new company took over. It was very frustrating. I pay my mortgage thru this site. I had to phone a representative to pay. I was also told other people were having the same problem of getting into their account

January 7, 2026

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