Mortgages
Mr. Cooper: what servicemembers report to the CFPB
CFPB Consumer Complaint Database, complaints tagged servicemember, received 2023 to 2025. Read October 28, 2026. Open the same query on consumerfinance.gov.
- Servicemember complaints
- 1,015
- Closed with money back
- 0%
- 2023 to 2025
- 322 to 364
Servicemembers filed 14.2% of Mr. Cooper's 7,145 complaints in the window, against 2.5% across the directory. The complaints are mostly about mortgage, and the single most common issue is "Trouble during payment process". 0% of servicemember complaints closed with money back, against 2% across all 349 companies in this directory. The yearly count rose from 322 in 2023 to 364 in 2025.
What the complaints are about
By product
| Mortgage | 869 |
| Credit reporting or other personal consumer reports | 78 |
| Debt collection | 40 |
| Credit reporting, credit repair services, or other personal consumer reports | 18 |
| Debt or credit management | 6 |
By issue
| Trouble during payment process | 469 |
| Struggling to pay mortgage | 232 |
| Incorrect information on your report | 78 |
| Applying for a mortgage or refinancing an existing mortgage | 68 |
| Closing on a mortgage | 54 |
| 2023: 322 | 2024: 329 | 2025: 364 |
Which accounts, specifically
| VA mortgage | 525 |
| Conventional home mortgage | 400 |
| FHA mortgage | 111 |
| Credit reporting | 105 |
| Mortgage debt | 32 |
What went wrong, specifically
| Escrow, taxes, or insurance | 176 |
| Trying to communicate with the company to fix an issue while managing or servicing your loan | 132 |
| Payment process | 92 |
| Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure | 81 |
| Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu | 56 |
Busiest month: December 2025, with 57 servicemember complaints. Most were submitted by web.
Most complaints came from FL (121), TX (108), CA (63) , then GA, VA, AL.
How Mr. Cooper answered
| Closed with explanation | 1,011 | 100% |
| Closed with monetary relief | 4 | 0% |
Mr. Cooper responded within the CFPB's 15-day window on 100% of servicemember complaints (directory-wide: 99%). Where the company published a response, the most common was: "Company believes it acted appropriately as authorized by contract or law" (89). A complaint closed "with explanation" means the company answered in writing and changed nothing; "monetary relief" means money moved.
In servicemembers' own words
Narratives the CFPB publishes with the consumer's consent. Personal details are removed by the CFPB before publication. Each links to the original complaint.
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Credit reporting or other personal consumer reports; Improper use of your report. OH, 2024-09-02. Outcome: Closed with explanation. Complaint 9991888
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Debt collection; Took or threatened to take negative or legal action. NM, 2024-09-02. Outcome: Closed with explanation. Complaint 9990385
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Credit reporting or other personal consumer reports; Incorrect information on your report. FL, 2024-08-29. Outcome: Closed with explanation. Complaint 9986116
If this is your problem at Mr. Cooper
For a pre-service debt above 6%: the written request and the refund estimate; for repossession, foreclosure, a default judgment or eviction, the court-protection guides and the Department of Justice; for a loan or card taken during service, the Military Lending Act. A CFPB complaint is the dated record that follows, and it is the data on this page. This site's verified guide to the company's own military policies: Mr. Cooper SCRA: 6% Cap, Email Filing, and the Rocket Merger.
Compare with mortgages peers
- Freedom Mortgage 926 servicemember complaints; 0% with money back
- Newrez (Shellpoint) 925 servicemember complaints; 1% with money back
- Pennymac Loan Services 446 servicemember complaints; 2% with money back
- Carrington Mortgage Services 425 servicemember complaints; 0% with money back
- Ocwen Financial 352 servicemember complaints; 1% with money back
Next in the directory by volume: Truist.
Frequently asked questions
How many complaints did servicemembers file against Mr. Cooper?
1,015 complaints tagged servicemember were received by the CFPB about Mr. Cooper Group Inc. between January 1, 2023 and December 31, 2025 (database read October 28, 2026). The tag covers active duty, Guard, Reserve, veterans, retirees, and their spouses and dependents. The yearly count rose from 322 in 2023 to 364 in 2025.
What do servicemembers complain about most at Mr. Cooper?
Mortgage accounts for 869 of the 1,015 complaints, and the most common issue is "Trouble during payment process" (469). Next: "Struggling to pay mortgage" (232).
Does Mr. Cooper give money back when a servicemember complains?
0% of servicemember complaints closed with money back, against 2% across all 349 companies in this directory. 0 closed with non-monetary relief and 1,011 closed with an explanation only. Mr. Cooper answered 100% of these complaints within the CFPB's 15-day window.
Tools for this topic
- SCRA refund calculator What a lender owes back for charging over 6%.
- Savings calculator What the 6% cap saves you per month and per year.
- Letter generator A rate-cap or lease letter that cites the statute.
CFPB counts for complaints tagged "Servicemember" received 2023-01-01 to 2025-12-31, read October 28, 2026; names are the CFPB's; percentages only at 100+ complaints; a complaint is not a finding of wrongdoing. Method and the full directory.
Heads up: SCRA Saver publishes general information, not legal or financial advice. Laws change and every situation differs. Confirm details with your installation legal assistance office (free for service members) or a licensed professional.