Leave a Review Mr. Cooper
App is okay
Very frustrating- there seems to be no way to contact actual app support. Every link or help form directs you to Mr Cooper’s loan servicing, nothing for using the app itself. So, I am posting my app complaint here. Whenever I try to download a statement onto my iPhone using ‘Save to Files,’ the app opens a window listing my folders. The background of this window is white. The upper right corner says ‘Save,’ and the upper left corner says ‘Cancel.’ However both of those words are written in WHITE font, the exact same color as the window background. It’s impossible to tell the words are even there. Plz fix this.Show lessVelcroP
This app used to be great, not anymore
The app used to work fine. Use Face ID to log in and all is well. But now it asks for password and user name everytime and does not give access to saved passwords on the iPhone to use Face ID anymore. Something changed. Face ID works from the website directly on safari, but not via the app. No longer use the app just go to the webpage.
Edit: the developer response did not address the issue. The app now forces you to enter the information in manually everytime and does not store in memory. It does not store in saved passwords from the app. This is a simple fix that can be resolved with an update. But it’s not being fixed. You need to pick up an iPhone, download the app, and use the app and see for yourself that it does not save information and the link to the website will not save the data either unless you click to open it in a separate browser and not the in app browser. You will need to physically do this yourself to verify. Just allow access to saved passwords within the app again, or revert to previous version that was working.Show lessJamesfilms
Developer Response
We've heard from our users about changes to our app that affect how you sign in. Our latest update no longer uses biometric screening (like face ID or touch ID) to log in. Instead, you will need to click the "sign on" button which will take you to the Mr. Cooper web page. From there, you can enter your username and password to complete the login process. Once you're in, you'll be taken back to the app and can continue using it without having to log in again. Depending on your device, you may be able to save your login info after your first sign in. At this time we do not know if this is a feature that will be implemented in the future. You are welcome to call our escalations line at 888-509-2432 at any time. Since it's a small team, we are here Monday - Friday from 8 am - 5 pm CST. If there's something I can assist you with, I'm happy to help - you can email me at Social.Media@Mrcooper.com. Thanks!I Miss My Old Loan Company!
This app is awful. No ability to sign in with Face ID, and there is bare minimum info available on the app without having to navigate its cruddy menu; it’s like being on the actual website, which is also awful.
Paying our loan every month has become a time-consuming chore full of unnecessary clicks and logins and trying to find info on the loan to check on progress. It’s stressful! I cannot say enough what a cheap mess this feels like. It makes me nervous about the security of my Information!
I was so worried when I received notice that Mr. Cooper had purchased our loan, because when I researched the company I found several places with feedback that things would be this way.
I used to love making our house payments because the last company who had our loan had an excellent app, website, and dashboard.
I can only hope Mr. Cooper sells our loan to another company that actually cares about the service they provide to their customers!Show lessCoffeyswife
Good at ads, bad at security
So probably like me you don’t have a choice about using these clowns since they bought your mortgage. But in case you’re wanting to believe the stuff about having a better mortgage experience you can let that delusion die now. At the top of the app is an ad for you to refinance your mortgage. In the middle is your next payment. On the bottom is an ad showing how much more equity you have to borrow on. Useful information about your mortgage is off screen. How about security? The big hack recently couldn’t have been that much of a surprise. They don’t offer two factor authentication yet. 0/10, do not recommend. Unfortunately we have no choice.Show lesslocally unique nickname
Removed Face ID
“Mr. Cooper will soon be removing Face ID & Touch ID authentication for all customers in order to implement new features and enhancements.” Why???? So your saying you want to make your app less secure? Did your IT team decide to go retro because they like passwords? This app was so good, but this is a stupid thing to do (imo) and something that ruins your customer experience. Any feature or enhancement at the cost of security is stupid to do and your team should be ashamed for letting this happen. Update: Mr. Cooper says… I would like to assure you that this decision has been made after careful consideration of our customer's feedback and requirements Are they stupid? No customer requested you remove faceIDShow lessSully Tampa
Developer Response
I understand your concerns regarding the removal of Face ID and Touch ID authentication for our app. However, I would like to assure you that this decision has been made after careful consideration of our customer's feedback and requirements. We are committed to improving our customer experience and implementing features that will enhance their overall satisfaction. Our IT team is continuously working to ensure that our app is secure and protecting our customer's data. We understand the importance of security, and we assure you that this change will not compromise it in any way. Thank you for your understanding.No More FaceID Login
The new version of the app doesn't allow login via FaceID anymore. So now we have to manually login each time. Super annoying. I understand security issues, but I HIGHLY doubt anyone is going to hack my account to pay my mortgage for me. Please bring back the FaceID login option. I don't want to have to manually login each time.
Update: The app developer responded to my rating comment about the FaceID feature, as well as others who also made comments about them removing the feature. To the developers—we don’t want to have to sign in manually with our username/password each time we want to log into the app. It’s a waste of time. Please reconsider and make the login process easier for the users again.Show lessDesiree_nc16
Developer Response
We've heard from our users about changes to our app that affect how you sign in. Our latest update no longer uses biometric screening (like face ID or touch ID) to log in. Instead, you will need to click the "sign on" button which will take you to the Mr. Cooper web page. From there, you can enter your username and password to complete the login process. Once you're in, you'll be taken back to the app to continue your app experience. Depending on your device, you may be able to save your login info after your first sign in. Please send us a direct email to social.media@mrcooper.com with your property address and zip code, and we'll gladly look into any concerns you may have. You may also contact us directly at 1-888-509-2432.Downhill needs fixing
Since the beginning of the year/December the apps gone down hill with issues, started with them not being able to process my payment multiple time from backend issues, now it will not save any information forcing me to re-enter it each time. They have wonderful customer service but the app and things on their backend apparently need some work
Still not saving info and looking like a repeat problem from December, curious if they’ll figure what they had working last year out again :(Show lessapacrytgon
Developer Response
Hi, apacrytgon. Sorry to hear that your still having issues saving your information. Please send us a direct email to social.media@mrcooper.com with your property address and zip code, and we'll gladly look into any concerns you may have. You may also contact us directly at 1-888-509-2432.Worst loan company ever
I don’t know how mr cooper bought out all of these mortgages but I can’t wait for the housing market to collapse so I can refi. Mr cooper will screw up every aspect of your loan, and take months to respond to you so nothing gets resolved in a timely manner. They completely messed up my escrow and are refusing to fix the problem. I am trying to have them stop my escrow but their experts are having a hard time trying to figure out how to complete this. My advice is to stay far away from these crooks.Show lesshvddhhbeddchurefvji
One of the most annoying companies
Actually reaching a person at this company and getting the correct information NEVER happens. They purposely give you the run around so that you can’t get rid of your PMI even when you’ve met the criteria. They have messed up my property taxes since they bought my loan. The address for said department get returned as mail delivery error.
They constantly are asking you about your needs aka we want you to take out more money or refi so we can get more money. The actual attempt to just deal with your current loans and servicing it is secondary. They remind me of Wells Fargo. I want a bank not a used car sales person.
If I have a need…meet it. PeriodShow lessDarth Dyer
Developer Response
Hello Darth, this is very concerning. Please send us a direct message to social.media@mrcooper.com with your property address and zip code, so that we can locate your account. You may also contact us at 1-888-509-2432 and we can quickly resolve your concerns. ~BertNice app, missing feature parity with web
This is a nicely polished app, and a huge step up from what my previous loan servicer used (nothing). Some callouts I want to make though. It’s very annoying that I cannot paste my account and routing number in the app. Instead you force me back to my desktop to copy and paste. Please support BASIC system functions.
Additionally, an account as important as a mortgage should have some form of 2FA, preferably TOTP via some sort of authentication app or password manager. But at this point, I’d be happy with SMS because it’s better than nothing at all.Show lessKanakaboy92
