Mr. Cooper Powered by Rocket Mortgage Avis 8 422

I tried to login to my account which has been changed since the new company took over. It was very frustrating. I pay my mortgage thru this site. I had to phone a representative to pay. I was also told other people were having the same problem of getting into their account

Cannot log into the website to make my mortgage payment.

People were knowledgeable and helpful.

This was a very poor customer experience.

I attempted to log in to my Mr. Cooper account to pay my mortgage and discovered that I could not access my account. Unknown to me, the login process had changed due to the merger, and I was never notified in advance that this change would occur.

I attempted to log in multiple times, reset my password, and tried to contact customer support, but support was unavailable at the time (closed). There was no message on the Mr. Cooper website indicating that the login process had changed nor was there a message explaining what I needed to do when my login attempts failed.

Three days later, I finally learned that the only way to restore access was to go to rocket.com, create a new account there, and then return to Mr. Cooper and log in using the same credentials. This forces customers to duplicate login credentials across platforms, which is a security risk.

Customers should be clearly notified before any system change that affects access to their accounts—especially when it could delay or prevent timely mortgage payments. Changes should also not require customers to compromise account security by reusing or duplicating credentials across multiple systems.

Jacob’s was very courteous and helpful. She is a great asset to you company!

Patients from customer service.

Loan #713243723
Biweekly AutoPay starting on 01/04/2026 selected by me on 12/22/2025. Each payment to be: $1,050.00.
I received an email indicating payments of $1,050. would start on 01/18/2026. In trying to make a change, I now have two payments: (1) $1,050 and (2)
$1,036.69. While #2 is pending, can it be cancelled?

you did not wait until Mr Cooper and Rocket Mortgage website was fully integrated and working properly, before letting customers know to use it.

Professional customer service.

Customer service

When Mr. Cooper took over my loan, I was unable to access the online system for Mr. Cooper until the week before my next payment was due. My loan had been paid on time for the last two years paying bi-monthly with the previous loan company. When I tried to set up the same bi-monthly payments, the website would not let me do that unless I was a full month ahead on my mortgage before I could schedule that option. I paid the june and July payments and thought I had everything set up to bi-monthly. I travel a lot so I had it set in my mind and didn't think about it. A couple of months go by and I started to get emails and such saying I was late on payments. By the time I got back into the system, I was 3 months late and the online system would not let me schedule the payments. When I called in late November or December and I was put on a payment plan. I could not schedule or make that payment until the calendar reached January 1st. I think Mr. Cooper should retract the dings on my credit score because their system would not allow my payments to just continue from my old load company. When you guys took over, it trashed my credit.

I needed assistance in getting into my account & I wanted to set up a bi-monthly payment schedule for the remaining 4 years of my loan term. Your agent was so helpful in explaining & walking my wife through the steps ( I am blind.)

Your escrow department sux

Person I talked to did a great job explaining to me why my payment was more very patient with me

Awful!
Unable to connect to Web site

I received an email from Rocket Mtg (?)that I could access my tax info. Mr Cooper website no longer works and RM cannot find my account...not a successful experience.

Called about a check returned by my bank in error. Bank credited the "bad check" charge and I wanted to verify if the check had cleared if presented a second time. Check cleared and the agent was very helpful.

Good and fast service