Mr. Cooper Powered by Rocket Mortgage (mrcooper.com) has a 3.7 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Money & Insurance and its reputation is mixed. 24% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews. Last updated 2026-08-12.
had a terrible experience with customer service. Multiple representatives provided conflicting information, which caused unnecessary confusion and frustration. It was clear that the employees did not have a proper understanding of their own product.
If I could give ZERO stars I would. The joining, merging of Rocket Mortgage has DESTROYED Mr. COOPER. Chat is now AI, it takes 10+ promts to get anywhere bc their preset assumptions suck, there is NO LONGER a damn telephone number to call - who gets rid od this for a MORTGAGE COMPANY!!! Say you hate your customers without saying it. I never had any issues with Mr Cooper would have actually recommended them, now I claxtually want a different company desperately. Horrible service oo and for over a month maybe even more the app and website have not worked to make a payment snd with no phoneline call in WHAT THE F DO YOU DO?? If these perks think they are charing me fees they picked the wrong one. We all deserve a credit on pur mortgage for these inconveniences. get rid of RM - nobody asked for them!!!!!!
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.
I believe there were problems with the website and I was unable to log in/change password. Now I’m not sure how to log in. If someone can reply to this and tell me how to log in, I’ll owe them lunch!
They addressed all my questions and getting me back on track
The process to call and put in an application was simple.
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.
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.
The representative was polite and took my payment info correctly. Call lasted less than 10 min.
Probably Because rocket mortgage took over for Mr cooper, which was a horrible company. I am so glad that hopefully Mr cooper will be no more.
Very friendly, very helpful
The rep was polite and kind and give him ten.
I had a really hard time getting to talk to a person, but once I did, they were very helpful.
Representative was extremely helpful and knowledgeable
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.
A very satisfied, I am more than happy to be one of y’all customers
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