-
- Mr. Cooper
About Mr. Cooper
Mr. Cooper Group Inc. is one of the largest non-bank home loan servicers and mortgage lenders in the United States, serving millions of homeowners with mortgage servicing, home loan origination, and refinancing solutions. Originally founded in 1994 as Homegold Financial and later operating as Nationstar Mortgage, the company rebranded to Mr. Cooper in 2017 with a mission to make the home loan experience more personal and customer-friendly. Mr. Cooper is headquartered in Coppell, Texas, in the Dallas-Fort Worth metropolitan area. The company services over 6.4 million customers with a mortgage servicing portfolio valued at approximately $1.5 trillion, making it one of the largest mortgage servicers in the country. In a landmark transaction completed in 2025, Mr. Cooper Group was acquired by Rocket Companies, Inc., the parent of Rocket Mortgage. Mr. Cooper continues to operate under its own brand identity with its corporate office remaining in Coppell, Texas.
Quick Information
Industry
Mortgage Servicing & Home Loan Origination
Founded
1994 (rebranded as Mr. Cooper in 2017)
Number of Employees
Approximately 11,993 employees across all locations
Corporate Office Hours
Monday to Thursday, 7:00 AM – 8:00 PM Central Time. Friday 7:00 AM – 7:00 PM CT. Saturday 8:00 AM – 12:00 PM CT. Closed on Sundays and major U.S. federal holidays.
ResearchIncoming@mrcooper.com
Website
www.mrcooper.com
Contact Page
www.mrcooper.com/contact-us
Careers Page
www.mrcooper.com/careers
Products & Services
Mr. Cooper offers a comprehensive suite of home loan and mortgage services designed to support homeowners at every stage of their homeownership journey. Their full range of products and services includes:
- Mortgage Servicing — management of existing home loans including payment processing, escrow management, tax and insurance disbursements, and account servicing for millions of customers
- Home Purchase Loans — conventional, FHA, VA, and jumbo mortgage loans for first-time buyers and experienced homeowners
- Mortgage Refinancing — rate-and-term refinance and cash-out refinance options to lower monthly payments or access home equity
- Home Equity Loans & HELOCs — home equity products allowing homeowners to borrow against their property’s value
- RightPath Servicing — Mr. Cooper’s proprietary approach to servicing that includes proactive outreach, digital tools, and personalized guidance
- Digital Mortgage Tools — online account management, payment portal, digital statements, and mortgage tracking at mrcooper.com
- Loss Mitigation & Hardship Assistance — forbearance, loan modification, and repayment plan options for customers experiencing financial hardship
- Subservicing Solutions — B2B mortgage subservicing for banks, credit unions, and other mortgage lenders
- Master Servicing — institutional-level master servicing services for mortgage-backed securities investors
Corporate Phone Numbers
Customer Service Number
1-833-685-2565 — main toll-free number for all mortgage account inquiries, payment questions, statement requests, and general support. Available Monday through Thursday 7:00 AM to 8:00 PM CT, Friday 7:00 AM to 7:00 PM CT, and Saturday 8:00 AM to 12:00 PM CT.
Additional Customer Service Number
1-833-816-1151 — secondary customer service line for mortgage and home loan account assistance. Available during the same business hours as above.
Complaint & Concerns Hotline Number
1-888-806-9263 — dedicated line for customers looking to formally share concerns, complaints, or escalated issues with Mr. Cooper’s customer relations team.
Fax Number
1-972-459-1611 — for sending formal documents, notices of error, and qualified written requests to the corporate team
How to Reach a Real Person at Mr. Cooper
The fastest way to speak with a live Mr. Cooper representative is to call 1-833-685-2565. When the automated system answers, listen to the menu options and press the number that matches your inquiry, or say “representative” clearly to be routed to a live agent. Call on Monday or Tuesday mornings between 7:00 AM and 9:00 AM CT for the shortest wait times, as call volumes are typically lightest at the start of the week and early in the day.
If you have been unable to resolve your issue through the automated system, an alternative direct number that connects to a live Mr. Cooper representative is 1-888-509-2432. You can also log into your account at mrcooper.com and use the secure message portal or live chat feature to connect with a representative without waiting on hold. For formal complaints and escalated matters, use the dedicated line 1-888-806-9263, which connects directly to the customer relations team.
Mr. Cooper Headquarters & Corporate Office Address
Mr. Cooper Group Inc. operates its corporate headquarters at the Cypress Waters campus in Coppell, Texas, a master-planned mixed-use development located just north of Dallas and adjacent to Las Colinas. The campus serves as the central hub for Mr. Cooper’s executive leadership, technology, operations, marketing, and corporate strategy teams. In addition to the Coppell headquarters, Mr. Cooper also maintains major service center operations in Lewisville, Texas; Carrollton, Texas; Chandler, Arizona; and Chennai, India.
Mr. Cooper Group Inc. — Corporate Headquarters
8950 Cypress Waters Boulevard
Coppell, Texas 75019
United States
For Payments (Mailing)
Mr. Cooper
PO Box 650783
Dallas, TX 75265
For Correspondence & Account Services
Mr. Cooper, Attn: Account Services
8950 Cypress Waters Blvd.
Coppell, TX 75019
For Notices of Error & Qualified Written Requests
Mr. Cooper, Attn: Customer Relations
PO Box 619098
Dallas, TX 75261-9741
For Overnight Payments
Mr. Cooper, Attn: Payment Processing – 650783
3000 Kellway Drive, Suite 120
Carrollton, TX 75006
How to File a Complaint Against Mr. Cooper
Step 1 — Contact Mr. Cooper Customer Service
Start by calling Mr. Cooper’s customer service line at 1-833-685-2565. Clearly explain your complaint, provide your loan account number, and describe the issue in detail. Most billing disputes, payment posting errors, escrow discrepancies, and account concerns can be resolved at this level. Ask the representative to formally log your complaint and provide a case reference number before ending the call.
Step 2 — Submit a Formal Complaint by Phone or Chat
If your initial call does not resolve the issue, call the dedicated concerns line at 1-888-806-9263 or log into your account at mrcooper.com and use the secure message portal to submit a detailed written complaint. The portal creates a formal written record of your communication that can be referenced in future escalations
Step 3 — Submit a Qualified Written Request (QWR)
Under the Real Estate Settlement Procedures Act (RESPA), you have the legal right to submit a Qualified Written Request to your mortgage servicer. Send your QWR by mail to Mr. Cooper, Attn: Customer Relations, PO Box 619098, Dallas, TX 75261-9741. Your letter must include your loan number, a detailed description of the issue or error, and the specific information or action you are requesting. Mr. Cooper is legally required to acknowledge receipt within 5 business days and provide a full response within 30 business days.
Step 4 — Contact the Corporate Office Directly
If your complaint remains unresolved, write a formal complaint letter to the corporate headquarters at 8950 Cypress Waters Boulevard, Coppell, Texas 75019, or send a fax to 1-972-459-1611. Clearly document all previous contacts and resolution attempts, attach all supporting evidence, and state the specific outcome you are requesting.
Step 5 — File a Complaint With the CFPB
File a formal complaint with the Consumer Financial Protection Bureau at www.consumerfinance.gov/complaint. The CFPB has direct regulatory authority over mortgage servicers and requires companies to respond to complaints within 15 calendar days. A CFPB complaint creates a formal federal record and typically results in a faster and more thorough response from Mr. Cooper than standard customer service escalation.
Step 6 — Contact Your State Mortgage Regulator
Every U.S. state has a Department of Financial Institutions or equivalent regulatory body that oversees licensed mortgage servicers. Filing a complaint with your state regulator adds further pressure on Mr. Cooper to resolve your issue and can result in regulatory investigation if a pattern of violations is identified.
Step 7 — File a BBB Complaint
File a public complaint with the Better Business Bureau at www.bbb.org as an additional option. A public BBB complaint typically prompts a corporate response within 14 days and creates a public record of the unresolved issue.
