Mr. Cooper is now Rocket: 454 complaints under the former name

The CFPB recorded 454 mortgage complaints under the Mr. Cooper company label in 2026 through October. Mr. Cooper’s servicing operation is now part of Rocket Mortgage. Former customers can use the phone number on their current statement for account questions. Mail payments to the address on your current statement.

Photo of Ross Kilburn
By Ross Kilburn · October 2026 edition
Sources and method

Next edition expected January 2027

Data from

Contact routes for former Mr. Cooper loans

Rocket lists these phone numbers and addresses for former Mr. Cooper loans. American Default is independent of Rocket and the government.

Rocket Client Support for former Mr. Cooper loans

(800) 4-ROCKET

The retired Mr. Cooper site sends former customers to this Client Support line.

Listed on mrcooper.com · checked Oct 30, 2026

Rocket's line for mortgage help if you're behind

(866) 316-2432

Rocket’s mortgage-assistance page gives this number for information about its programs.

Listed on rocketmortgage.com · checked Oct 30, 2026

Notice of error, information request or qualified written request

Rocket Mortgage, LLC
P.O. Box 619098
Dallas, TX 75261-9741

Rocket designates this mailing address for notices of error, requests for information and qualified written requests. It is separate from the payment address.

Listed on rocketmortgage.com · checked Oct 30, 2026

Client Support hours, weekdays
Mon-Fri, 8:30 am - 9 pm ET Listed on mrcooper.com · checked Oct 30, 2026
Client Support hours, Saturday
Sat, 9 am - 4 pm ET Listed on mrcooper.com · checked Oct 30, 2026
Sign in
The Mr. Cooper site and app are no longer available. Sign in or create a Rocket account to manage your loan going forward. Rocket’s FAQ says, “When you sign in, use your Mr. Cooper username and password.” Listed on mrcooper.com · checked Oct 30, 2026
Payments by check for former Mr. Cooper loans
PO Box 650783, Dallas, TX 75265 Rocket’s FAQ says to make the check payable to Rocket Mortgage. Listed on rocketmortgage.com · checked Oct 30, 2026
Fax listed with Rocket written servicing requests
972-315-8637 Rocket’s disclosures also list this fax. The designated mailing address above is the route for a formal notice of error or information request. Listed on rocketmortgage.com · checked Oct 20, 2026

Use the address on your monthly statement if it differs. Your statement or transfer notice also names your servicer. If your loan moved again, use the company and address on that notice.

Rocket’s FAQ for former Mr. Cooper customers says, “Your loan number, payment address and all of your loan terms are staying the same.” It also says, “Your application or workout solution is not affected in any way.” (Rocket FAQ)

The old Mr. Cooper contact and help-center URLs now redirect to its retired-site notice. The Mr. Cooper notice points former customers to Rocket's current contacts.

Options Rocket lists if you’re behind

These are Rocket’s own words. What you can get depends on your loan, and none of it is promised.

Loan modification
“Rocket Mortgage offers loan modifications to help those who may be having difficulty making mortgage payments.” Listed on rocketmortgage.com · checked Oct 30, 2026
Repayment plan
“For borrowers experiencing a temporary hardship, we offer repayment plans to help you get back on track.” Listed on rocketmortgage.com · checked Oct 30, 2026
Forbearance
“When you’re ready to resume your mortgage payment, you do have to pay back any payments you missed.” Listed on rocketmortgage.com · checked Oct 30, 2026
Payment deferral or partial claim
“Both options involve moving missed payments to the end of the loan to be paid back when the loan is paid off.” Listed on rocketmortgage.com · checked Oct 30, 2026

Is Mr. Cooper the same as Rocket Mortgage?

Rocket Companies closed its acquisition of Mr. Cooper Group on October 1, 2025. Nationstar Mortgage LLC, the company behind Mr. Cooper, merged into Rocket Mortgage, LLC on February 2, 2026, according to an SEC-filed servicing report. The Mr. Cooper website now says Rocket Mortgage services former Mr. Cooper loans.

Mr. Cooper was the customer-facing name used by Nationstar Mortgage. Rocket says the Mr. Cooper site and app have been retired. A Rocket account now replaces the old online account for a loan that moved (Rocket announcement; SEC filing). Our Rocket Mortgage profile has that company's separate complaint record.

The servicer and the owner of that loan have different roles even when one company fills both. Your current statement names the servicer.

What the complaint names show →

The CFPB record spans a change of names

The CFPB received 2,167 mortgage complaints assigned to “Mr. Cooper Group Inc.” in 2025. It received 454 under that name through October 19, 2026. In the same partial year, it received 3,147 under “Rocket Mortgage, LLC.” The database keeps the companies’ complaint counts separate.

The shift follows Rocket’s acquisition and the retirement of Mr. Cooper’s website. It does not show how many loans moved, or whether any individual complaint concerns a former Mr. Cooper account.

The chart shows complaints filed under the Mr. Cooper Group name by year. The 2025 count was 2,167; the 454 count is for a partial year.

Complaints under the Mr. Cooper name reached 2,167 in 2025

CFPB mortgage complaints filed as Mr. Cooper Group Inc., by year, through October 19, 2026

01,0002,0003,000 ’14 ’16 ’18 ’20 ’22 ’24 ’26
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, mortgage complaints received 2014–2026 American Default Research · americandefault.org/servicers/mr-cooper-group/

How fast complaints were answered →

Did Mr. Cooper answer CFPB complaints on time?

Among the 2,621 mortgage complaints filed under the Mr. Cooper Group name since January 2025, 1 had a late response flag. That is a 99.96% timely-response rate. The median of 40 other mortgage companies with at least 200 complaints in the same period was 99.93%.

“Late” describes the response timing in the CFPB file. The company closed 99.9% of these complaints with an explanation.

The chart counts complaints the CFPB marked as answered late by month under the Mr. Cooper Group name.

1 Mr. Cooper complaint was marked late since January 2025

CFPB mortgage complaints under Mr. Cooper Group Inc. marked as answered late, by month through October 19, 2026

01 2025 Apr Jul Oct 2026 Apr Jul Oct
Source: Consumer Financial Protection Bureau, Consumer Complaint Database, complaints the CFPB records as not answered on time, by month received American Default Research · americandefault.org/servicers/mr-cooper-group/

What borrowers complained about →

What did borrowers complain about?

Payment processing was the leading issue under the Mr. Cooper Group name. It made up 58.7% of complaints received since May 1, 2017. The median among 73 other mortgage companies with at least 200 complaints in that period was 50.3%.

Difficulty paying a mortgage made up 26.6%, against a 23.5% peer median. These are categories borrowers chose when filing. Counts are not adjusted for the number of loans each company serviced.

The chart places Mr. Cooper’s issue shares beside the typical company in that same peer group. The CFPB changed its issue names in April 2017, so this comparison begins the next month.

Payment processing was 58.7% of Mr. Cooper complaints

CFPB issue shares from May 1, 2017 to October 19, 2026; comparison is the median of 73 other companies

Source: Consumer Financial Protection Bureau, Consumer Complaint Database, mortgage complaints received since May 1, 2017 American Default Research · americandefault.org/servicers/mr-cooper-group/
Entrance to the Consumer Financial Protection Bureau in Washington, D.C.

The CFPB publishes complaint and enforcement records used in this profile. CFPB Consumer Complaint Database

Photo: G. Edward Johnson, via Wikimedia Commons, CC BY 4.0

Where to ask for payment help →

How to ask Rocket for help if you are behind

Rocket’s help page directs existing clients to sign in, open the Mortgage tab, and choose Help, then Payment assistance.

Loss mitigation is the mortgage company’s process for reviewing possible payment relief. Rocket’s line for it, and the options Rocket lists, are in the contact routes at the top of this page.

A HUD-approved housing counselor can help you prepare for that conversation at no charge.

Written requests and federal rules →

Where a complaint can go

Rocket’s written servicing-request page lists the designated written-request address shown above for an error notice or information request. A CFPB complaint is a separate way to report a problem to the federal bureau.

The CFPB publishes the company’s response category and whether it replied on time.

Regulator actions and court judgment →

Regulator actions, audit and lawsuits involving Nationstar

Nationstar Mortgage used the Mr. Cooper name before Rocket bought Mr. Cooper Group. These dated actions concern Nationstar’s earlier conduct. A complaint alleges misconduct; an entered judgment or consent order sets obligations. The list is selective.

  1. Nov 8, 2024

    U.S. District Court for the Eastern District of Pennsylvania Dismissal with prejudice in a private lawsuit

    Borrowers alleged Nationstar, trading as RightPath Servicing, should have paired a COVID-era FHA partial claim with Homeowner Assistance Fund money. The district court rejected that legal theory and dismissed the amended complaint.

    Admitted wrongdoing? No admission. The district court dismissed the claims; its opinion did not find Nationstar liable.

    Status: The district case was dismissed in 2024. The borrowers filed an appeal in June 2025; the public docket we found stops in August 2025, so the current appeal outcome is unverified. · District court memorandum opinion, case 5:23-cv-03407

  2. Jun 13, 2023

    U.S. Department of Housing and Urban Development, Office of Inspector General Audit report, not an enforcement order

    HUD’s inspector general found Nationstar did not meet FHA loss mitigation requirements for many borrowers after COVID-19 forbearance. The report estimated the scale from a sample of FHA-insured loans.

    Admitted wrongdoing? An audit is not a settlement or admission. The report includes Nationstar’s response.

    Status: The report was published in 2023. HUD OIG lists several recommendations as closed in 2024. · HUD OIG audit 2023-KC-1001

  3. Dec 8, 2020

    Consumer Financial Protection Bureau and U.S. District Court for the District of Columbia Entered stipulated final judgment in a civil lawsuit

    The CFPB alleged servicing failures involving escrow (money collected for taxes and insurance), payment changes, mortgage insurance, transfers and reviews for payment relief. The CFPB filed on December 7, 2020; the court entered a judgment both sides agreed to on December 8.

    Admitted wrongdoing? Nationstar neither admitted nor denied the complaint’s allegations, except facts needed for the court’s jurisdiction.

    Approximately $73 million in borrower redress and a $1.5 million civil penalty

    Status: The judgment was entered in 2020. · CFPB action and entered judgment

  4. Dec 7, 2020

    State mortgage regulators in 53 jurisdictions Multistate settlement agreement and consent order

    State examiners cited problems with escrow, loss mitigation, transfers and other servicing operations. This order was coordinated with the separate CFPB court judgment above.

    Admitted wrongdoing? Nationstar did not admit wrongdoing or the regulators’ alleged legal violations, while acknowledging their jurisdiction.

    The coordinated government agreements say Nationstar had paid or provided, or would pay or provide, about $91.3 million in consumer relief, penalties and government costs. This total includes amounts in the CFPB judgment above.

    Status: The agreement was entered in 2020. · CSBS multistate settlement

  5. Apr 11, 2018

    New York State Department of Financial Services Consent order

    The agency's lending and servicing examinations found weak controls and missing records as Nationstar grew, including about 900 New York loans not funded on time.

    Admitted wrongdoing? The consent order does not state that Nationstar admitted or denied the findings.

    The order required a $5 million penalty and a $5 million donation of homes or mortgages to nonprofits. It says Nationstar stated it had already given New York borrowers over $7 million in payments or waived fees, and required the company to account for that claim to the agency.

    Status: The order stays in effect unless the agency ends it in writing. We found no termination notice on the agency pages we read. · New York DFS consent order

  6. Mar 15, 2017

    Consumer Financial Protection Bureau Administrative consent order

    The CFPB found Nationstar had reported inaccurate mortgage-transaction data for 2012 through 2014. This was a reporting case, not a finding about an individual servicing complaint.

    Admitted wrongdoing? Nationstar neither admitted nor denied the findings, except facts needed for the CFPB’s jurisdiction.

    $1.75 million civil penalty

    Status: The order was entered in 2017. · CFPB Nationstar HMDA action

  7. Dec 9, 2016

    Washington State Department of Financial Institutions Consent agreement resolving a statement of charges

    The agency had alleged Nationstar did not meet Washington’s good-faith foreclosure mediation requirement. Nationstar agreed to comply with that requirement and resolved the pending charges.

    Admitted wrongdoing? The agreement says Nationstar did not admit wrongdoing by entering it.

    $4,200 restitution, $39,500 for financial education, and investigation and prosecution costs

    Status: The agreement took effect in 2016. · Washington DFI consent agreement, C-15-1666-16-AG01

The 2020 CFPB judgment and state settlement were coordinated proceedings. Their stated dollar totals overlap. The 2025 appeal docket for the Pennsylvania suit has no verified final outcome in our review. None of these entries decides whether a complaint filed after Rocket acquired Mr. Cooper is valid.

What the federal rules say about a written request

Federal deadlines have exceptions; a counselor or lawyer can apply them to a particular loan.

  1. 1

    A servicing error: a written notice starts a response process

    A borrower can send a notice of error to Rocket’s designated Dallas box. The federal rule requires an acknowledgment within five business days and a response within 30 business days. Some errors have different deadlines.

    Source: CFPB Regulation X, 12 CFR 1024.35

  2. 2

    Missing account information: a written request starts a response process

    A borrower can send a request for information to that same designated box. The federal rule gives the servicer 30 business days to answer, or 10 business days for the owner’s identity.

    Source: CFPB Regulation X, 12 CFR 1024.36

  3. 3

    Review of a complete assistance application

    When a servicer receives a complete application more than 37 days before a scheduled foreclosure sale, the federal rule requires a written evaluation within 30 days.

    Source: CFPB Regulation X, 12 CFR 1024.41

  4. 4

    A servicing transfer: the first 60 days protect timely payments

    For 60 days after a servicing transfer, the new servicer must credit an on-time payment sent to the former servicer without a late fee. The CFPB transfer rule explains the notices each servicer usually sends.

  5. 5

    A person to talk to: free housing counseling is available

    HUD-approved housing counselors can help homeowners review notices and prepare questions. The national HUD counselor line appears below.

Questions about Mr. Cooper

How can a former Mr. Cooper borrower find the current support number?

The retired Mr. Cooper website directs former customers to Rocket Mortgage. The current mortgage statement or transfer notice gives the account’s support number and servicer.

Is Mr. Cooper now Rocket Mortgage?

Yes. Rocket Companies bought Mr. Cooper Group in October 2025. The retired Mr. Cooper website says Rocket Mortgage now services former Mr. Cooper loans. The current mortgage statement still identifies the servicer for a specific loan.

Where does a notice of error or information request go?

Rocket’s Written Servicing Requests disclosure designates Rocket Mortgage, LLC, P.O. Box 619098, Dallas, TX 75261-9741 for notices of error, information requests and qualified written requests. This is separate from the payment address.

How many Mr. Cooper complaints were answered on time?

For complaints filed under “Mr. Cooper Group Inc.” since January 2025, 1 of 2,621 was marked late. The timely-response rate was 99.96%, versus 99.93% at the median of 40 other companies with at least 200 complaints.

Did Nationstar admit wrongdoing in the 2020 CFPB case?

Nationstar neither admitted nor denied the complaint’s allegations, except facts needed for the court’s jurisdiction. The court entered a stipulated judgment in December 2020.

How can I ask Rocket about payment assistance?

Rocket directs existing clients to the Mortgage tab in a Rocket Account, then Help and Payment assistance. Its help page describes the route. Rocket’s mortgage-assistance phone line is in the contact routes at the top of this page.

Protect yourself from scams

The FTC and CFPB describe these warning signs and the rules behind them:

  1. Upfront fees for promised relief are a warning sign. Under FTC mortgage-assistance rules, most companies that sell mortgage help cannot charge until a homeowner accepts a written offer from the mortgage company or lender. A separate FTC rule covers debt-relief companies that sell by phone and ties fees to a completed debt arrangement. It bars a fee until at least one debt has been settled or changed, the customer agrees to the arrangement, and the customer has made a payment under it. The FTC describes a narrow exception for lawyers who give help as part of the practice of law and are licensed in the state where the client or dwelling is. The lawyer follows that state's rules for attorneys, and advance fees are placed in a client trust account before services begin under state trust-account rules.
  2. HUD-approved foreclosure-prevention counseling is free. HUD’s national counselor line is 800-569-4287. The CFPB counselor finder lists agencies and their services. If an organization charges for help described as free HUD counseling, the CFPB finder can verify the agency and its listed services before any payment.
  3. A request to sign over a deed is a warning sign. The CFPB identifies title-transfer schemes among foreclosure-relief scams. Signing over title can mean losing ownership of the home; a lawyer can explain what a proposed document would do.
  4. Foreclosure protections depend on timing and the loan. Regulation X generally bars the first foreclosure notice or filing on a principal-residence loan until the borrower is more than 120 days behind, subject to exceptions. A complete assistance application can delay some foreclosure steps, but that depends on when it arrives; it does not necessarily stop every step. The CFPB warns about promises to “save” a home.

Fraud reports: CFPB · FTC · state attorney general offices.

Free help if you're behind

Housing counselors approved by the U.S. Department of Housing and Urban Development work at nonprofit agencies. The Consumer Financial Protection Bureau describes free foreclosure-avoidance counseling, including help with mortgage-company conversations and available options Source CFPB.

  • HUD-approved housing counselors

    Nationwide800-569-4287hud.gov

    Our help directory lists 1,010 agencies approved for foreclosure counseling, by state.

  • Legal aid

    Every statelsc.gov

    Nonprofit law offices give free civil legal help to people with low incomes. Our help directory lists the 120 offices the Legal Services Corporation funds.

Every figure on this page, with its period and the CFPB filter behind it, in one file. Free to use with credit to American Default Research.

Download the figures (CSV) · JSON

Cite this Mr. Cooper is now Rocket: 454 complaints under the former name · American Default Research · americandefault.org/servicers/mr-cooper-group/

Sources and method

We gather the data, run the numbers and research each company ourselves. The CFPB publishes complaints without verifying each account. We counted CFPB mortgage complaints received through October 19, 2026 under the company name “Mr. Cooper Group Inc.” On October 20, 2026, the live CFPB API confirmed the recent count and timely-response flags. The 2026 Rocket count is assigned to a different company name and is not merged into Mr. Cooper’s figures. Issue comparisons start May 1, 2017, after the CFPB changed its issue names. Response comparisons use the median of other companies with at least 200 mortgage complaints since January 2025. A complaint is a borrower’s account; the CFPB database is not a representative sample. We have no common loan-count denominator for a company complaint rate. Updated: October 2026 · Next review expected: January 2027.

We write with assistance from AI tools. Figures come from the data and sources named on this page.