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Business Profile

Mortgage Broker

Mr. Cooper

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mortgage Broker.

Complaints

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

Find a Location

Mr. Cooper has 28 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Mr. Cooper

      800 State Highway 121 Bypass Lewisville, TX 75067

    • Mr. Cooper

      PO Box 650783 Dallas, TX 75265-0783

    • Mr. Cooper

      PO Box 619098 Dallas, TX 75261-9098

    • Mr. Cooper

      8950 Cypress Waters Blvd Coppell, TX 75019-4620

    • Champion Mortgage

      2 Gatehall Drive Parsippany, NJ 07054

    Customer Complaints Summary

    • 2,122 total complaints in the last 3 years.
    • 624 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/10/2025

      Type:Product Issues
      Status:
      Resolved
      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 have reviewed the business response and accept this resolution. 

      Business Response

      Date: 05/14/2025

      Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.

    • Initial Complaint

      Date:05/09/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 have reviewed the business response and accept this resolution. 

      Business Response

      Date: 05/14/2025


      Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.

    • Initial Complaint

      Date:05/07/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have reviewed the business response and accept this resolution. However I suggest they have a way for clients to contact a real person directly! If they had this option, I believe there would not have been a problem! Looking at several complaints in the ******** page, not being able to have an option to speak to someone is causing most of their problems! 

      Business Response

      Date: 05/14/2025

      Please see the attached summary of our response.A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you

    • Initial Complaint

      Date:05/07/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Our Mr ********************** mortgage was paid off October 01 2024.We never received a letter confirming that our mortgage was paid off or the lien release.We contacted Mr ********************** by email as there is no option to talk with a customer representative.We never got any answer or documents from them.

      Business Response

      Date: 05/08/2025

      Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.

    • Initial Complaint

      Date:05/06/2025

      Type:Billing Issues
      Status:
      Answered
      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 pay extra each month on my mortgage from by bank bill pay. The Mr. Cooper system does not recognize the payments as complete and extra principal, they instead place them in an "unapplied funds" status and proceed to charge me a late fee because their system can't do simple addition. I am trying to now set up auto pay in their ridiculous system but cannot because they are showing my last payment as "partial Payment". I called and chatted with them (for the umpteenth time since they have managed my mortgage and they were supposed to take one of the "unapplied funds" payments from March or April and apply it to the balance so that it would bring my account current. This would allow me to set up autopay. I was told last week this would happen in ***** hours and it has still not been updated. I want the $422.02 applied to my account as it should have been and the $16.88 late fee refunded. I am going to be "late" in their system next month if this is not done shortly.

      Business Response

      Date: 05/08/2025

      Please see the attached summary of our response. A response will be sent under separate cover to our customer. Thank you for allowing us the opportunity to assist you.

    Mr. Cooper is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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