Here’s what you need to know about credit corrections:
<ul>
<li>We do not complete “goodwill” credit suppression/corrections.</li>
<li>We will not change or suppress any validly reported delinquency.</li>
<li>Credit repair companies cannot force a creditor to change valid reporting.</li>
</ul>
If you believe there has been a legitimate error on your credit report, please provide us with supporting details in one of two ways:
<ul>
<li>Sign in to your online account and open a ticket in the <a href="/message_center">Message Center</a>. </li>
<li>Send your request to ResearchIncoming@mrcooper.com. </li>
</ul>
<div class="note">
Note: We report the same information to all four credit reporting agencies.
</div>
Experian
888-397-3742 
TransUnion
800-916-8800 
Equifax
800-685-5000
Innovis
800-540-2505

When and how to request a credit correction

Credit Corrections

If you need to authorize a housing counselor, licensed lawyer, or other “third party” to discuss the details of your mortgage, the easiest way is through your [Settings] (/servicing/settings) page. 
- Simply scroll down to the ***Authorize 3rd Party*** section, select “**Edit**,” and complete the required information.

You can also [download, complete, and return this form](--image_host--/images/LAK PDFs/3rd_party_auth_form.pdf) to the email address provided on the form.

Explains how to authorize a third party on your account

Authorizing a Third Party

###Reporting Mortgage Scams###
[Indent]
It is imperative to report any potential mortgage related scams right away.
- [Contact us] (/contact_us) if you receive suspicious phone calls, letters, or emails—especially those that require payments or changes to your mortgage terms.
- Notify the credit bureaus of strange activity.
- Notify local and federal authorities of any fraud attempts. 
[/Indent]

###Protecting Yourself from Mortgage Scams###
[Indent]
A couple actions you can take to protect yourself from fraud:

- **Turn on Multi-Factor Authentication** (MFA) for an extra layer of security. This is one of the most important things you can do to secure your account. With MFA enabled, you’ll be required to enter a one-time passcode—sent to you via email or text message—every time you sign in to your account. *You can enable MFA for your Mr. Cooper account on the [Settings] (/servicing/settings) page.*

- **Create long passwords** and make sure they’re strong. One way to ensure your password is difficult to crack is to use at least 12–16 characters, with a combination of letters, numbers, and special characters (if allowed). You can also use a passphrase that’s long and easy to remember but misspell a word and use a number and a symbol for extra strength. ***Example:*** ILoveAllDogsThat4$Berk

- **Stay on guard.** Today’s scammers are sophisticated and can use tools like artificial intelligence, fake websites, and elaborate letters and contracts to trick you. They may also disguise their email addresses and phone numbers with legitimate looking numbers and addresses to lure you in.
[/Indent]

###Avoiding Mortgage Scams###
[Indent]
Here are some common “red flag” scenarios that may indicate a communication is a scam:
[Indent]
####“Free” Money (Offers to Make Payments for You)####
- **Mortgage payments on your behalf in exchange for partial reimbursement.**
These scams involve third parties making bogus payments to your account, which end up being rejected as non-sufficient funds. Though they may show you “proof” of their payment, it would only be ***in process (but not settled).***
    - ***Example:*** A scammer posing as a representative of a mortgage assistance program or deceased relative’s estate tells you a $50,000 mortgage payment will be made on your behalf but you will need to wire $5,000 back.
- **Escrow overage checks that require you to send funds back.**     
These scams involve convincing you to deposit a fraudulent check (exposing your banking information) and to send some of those funds to the scammer via a wire service, gift cards, etc.

####Incorrect Company Information (phone, email, etc.)####
- Contact phone numbers that do not begin with a toll-free area code (e.g., 800, 855, 866, etc.).    
*We **never provide personal or cell phone** contact numbers in official communications **related to homeowner assistance.***

- An email address that doesn’t end in our domain of “@mrcooper.com.”    
*Some scams may use our logo and font styles to appear legitimate, but there will always be some kind of incorrect information listed. Also watch for red flags like misspellings (i.e., mrcopper.com).*

####Payment Requests####
- Requests to make payments with “unconventional” methods. These may include:
    - **barcodes** sent via email or text message asking you to pay through **Walmart**, Green Dot, MoneyGram, or Western Union;
    - **prepaid/”Green Dot”** debit cards; or
    - **wires to an individual** (rather than Mr. Cooper).    
*You can always review our official [payment method options] (/help-center/payments/payment-options). If a requested method ***doesn’t exactly match*** one on the list, please contact us immediately.*

- Requests for up-front or advance payment to begin the modification, refinancing, or reinstatement application process. 
*We ***never charge fees*** for ***applying or approving*** loan modifications.*

- Advice to start making payments to any third party instead of us **for any reason.**

####Missing Payments####
- Payments you’ve been making that you were led to believe were going toward a trial or modification agreement but we have no record of them.     
*Please [contact us] (/contact_us) as soon as possible so we can research the issue.*

####Personal Information####
- Lists your full Social Security Number in communications.    
*We will **never** list your full Social Security Number in communications.*

####Pressuring or Aggressive Tone####
- Threats of foreclosure or eviction if funds are not paid “immediately.”

- Pressure to make commitments to things you don’t fully understand.    
*Be especially careful if you’re pressured to ***sign over your deed*** or sign any paperwork you haven’t had a chance to fully review and ask questions about.*

####Suspicious or “Too good to be true” Modification Agreements####
- A trial or modification agreement from the “Underwriting Department.”    
*Our ***underwriting department never sends notifications*** directly to customers.* 
- A trial or modification agreement with **extremely low** interest rates, well below industry standards.
-  A loan modification agreement that was not received from a **verified** Mr. Cooper source.
- The phrases “government approved” or “official government” in descriptions of loan modification offers.    
*Government agencies like HUD, and government sponsored entities like Fannie Mae, will never contact you to offer you a loan modification or to make a payment.*

Provides red flags to help avoid mortgage scams and ways to protect yourself

Avoiding & Reporting Mortgage Scams

If you need to update account information, such as your name, Social Security Number (SSN), property address, or property type, you’ll need to submit a **written request** including your **account number** and **required documentation**.

[Note]
**_Note:_** Your mailing address, email address, and phone number can easily be changed on the [Settings] (/servicing/settings) page.
[/Note]

###What We Need:
The required documentation depends on which information you want to change:
[Indent]
###Name
You may need to change a name due to a [divorce, legal separation] (/help-center/account-help/notification-divorce-legal-separation), or [death] (/help-center/account-help/deceased-customer).    
[Indent]
To request this change, you’ll need to provide **two** of the following:
- State ID or Driver’s License
- Passport
- Military ID
- Marriage Certificate
- Divorce Decree or Legal Separation Agreement (signed by a judge)
- Social Security Card
- Court Order that confirms legal name change
[/Indent]

###Social Security Number (SSN)
The most common reason for changing a Social Security Number is for cases of serious identity theft.    
[Indent]
To update an SSN, you must provide **both** of the following:
- Updated Social Security Card; ***and***  
- Any one of the following second forms of identification:
    - State ID or Driver’s License
    - Passport
    - Military ID
[/Indent]

###Property Address
Changing the property address is rare but may be required by the local taxing authority for purposes of ensuring that location data aligns with public safety systems (911).    
[Indent]
For this update, you need to provide **one** of the following:
- A letter from the county or municipal office stating the old and new address;
- Recent property tax bill reflecting the parcel/tax ID with the confirmed situs/property address; ***or*** 
- The public safety system address change letter stating the old and new address.
[/Indent]

###Property Type
This one is rare, but you may need to change your property type due to zoning law updates, changing the use from primary residence to a rental property, or another reason.    
[Indent]
You’ll need to provide **one** of the following to request this change:    
- Property appraisal report (a document created by an appraiser that outlines your property’s value based on several factors); ***or***
- County assessor property information (information about a property and its value, maintained by your county’s tax assessor, that is used to determine property taxes).
[/Indent]
[/Indent]

###Where To Send:
[Indent]
Please send your written request to us at:
- **Email:** ResearchIncoming@mrcooper.com
- **Fax:** 972-459-1611
- **Mail:**   
[Indent]
     Mr. Cooper    
     PO Box 612488    
     Dallas, TX 75261
[/Indent]

[Note]
**_Note:_** Please give us **5–7 business days** to update the account once we receive the information. 
[/Note]
[/Indent]

Explains how to request updates to important information on your account

Changing Account Information: Name, Property Address, and More

Here’s what you need to know about credit corrections:
- We **do not** complete “goodwill” credit suppression/corrections.
- We **will not change** or suppress any **validly reported delinquency**.
- Credit repair companies cannot force a creditor to change valid reporting.


If you believe there has been a legitimate error on your credit report, please provide us with **supporting details** in one of two ways:
- Sign in to your online account and open a ticket in the [Message Center] (/message_center). 
- Send your request to ResearchIncoming@mrcooper.com. 

[Note]
**_Note:_** We report the same information to all four credit reporting agencies.
[/Note]

**Experian**

888-397-3742	          

**TransUnion**

800-916-8800     

**Equifax**

800-685-5000

**Innovis**

800-540-2505

###Holidays###
[Indent]
We are closed—and our team members enjoy a well-deserved break—on these holidays:
- New Year’s Day 
- Martin Luther King Jr. Day 
- Memorial Day 
- Independence Day 
- Labor Day 
- Thanksgiving Day
- Day after Thanksgiving
- Christmas Day

[Note]
**_Note:_** If your payment arrives on one of these days, we’ll post it to your account the next business day that we’re back in the office—but we’ll credit it for the **day it arrives**.
[/Note]
[/Indent]

###Hours###
[Indent]
Our team members are diligently servicing your account behind the scenes during various hours throughout the week, from Monday through Friday—and sometimes Saturday!   

If you need assistance, we recommend using our chat feature during these times:
[Indent]
**Chat—Virtual Assistant**
- 7 days a week!
- 24 hours a day!

**Chat—Live Agent Availability**
- Monday – Friday, 7:30 a.m. – 8:00 p.m. (CT)
- Saturday, 8:00 a.m. – 3:00 p.m. (CT)

**Phone—Automated Phone System**
- 7 days a week!
- 24 hours a day!

**Phone—Customer Service Team**
- Monday – Friday, 7:30 a.m. – 8:00 p.m. (CT)
- Saturday, 8:00 a.m. – 3:00 p.m. (CT)
[/Indent]

[/Indent]

Lists the days we are closed and times we can be reached

Holidays and Operating Hours

If you’re having a problem with any part of your mortgage experience, we want to make it right. 
We’re here for you, so please contact us and we will do our best to resolve your issue. 

###Here's how to get started:###

- **[ChatLink]Chat with us.[/ChatLink]** 
- **Create a ticket** in our secure [Message Center] (/message_center). 
- Download, complete, and **return** [**this form**] (https://storage.googleapis.com/apolloimage/images/LAK%20PDFs/ComplaintsForm.pdf) if you don’t have an online account.
- **Message us** on social media: 
     - Facebook: [@MrCooperHomeLoans] (https://www.facebook.com/MrCooperHomeLoans/)
     - X, formerly known as Twitter: [@MrCooper] (https://twitter.com/mrcooper)
- **Mail** us a letter and any supporting documentation:
[Indent]
Mr. Cooper    
Attn: Customer Relations    
PO Box 619098     
Dallas, TX 75261     
[/Indent]

[Note]
**_Note:_** Customer advocates can download, complete, and return [this form] (https://storage.googleapis.com/apolloimage/images/LAK%20PDFs/ComplaintsForm.pdf).
[/Note]

###More helpful resources:###

- **Escrow:** Check out our [escrow articles] (/help-center/escrow).
- **Taxes:** Find answers on possible [issues with your property taxes] (/help-center/escrow/issues-with-property-taxes) and [when we’ll pay your property taxes] (/help-center/escrow/property-taxes).
- **Payments and payoffs:** Get quick answers to top [payment questions] (/help-center/payments), including how grace periods and late payments work.

Provides ways to contact Mr. Cooper to submit feedback

How To Share Your Complaints and Get Help

###What Is It?###
[Indent]
Recasting a mortgage happens when you put down a **lump-sum payment** toward the **principal balance** and the lender **[reamortizes] (/help-center/payments/amortization-schedule) the loan**. 
- Since you are paying down your principal by a large amount, the **monthly payment will be lowered**, but your interest rate and loan terms will remain the same. 
- You will **pay less total interest** on your loan due to the lowered principal balance. Alternatively, you would pay even less interest if you paid down the principal amount without recasting and just pay the loan off early.  
[/Indent]

###How Do I Recast My Loan?###
[Indent]
Not everyone is eligible for a Recast. If you are, you will need to submit a recast request form **before** making the lump-sum payment. **Making the payment does not guarantee approval of the recast request.** Once approved, a Recast Agreement will be created that allows the loan to be reamortized, based on the lump-sum payment amount.
[/Indent]

[CallToActionBlock image="--image_host--/images/help-center/--brand_name--/images/ic-recast-document.svg" text="Submit a Recast Request" buttonText="Check Your Eligibility" buttonPath="/recast"/]

###Our Recast Process###
[Indent]
1. Check your eligibility above. 

2. Submit the recast request form and pay the recast fee, if required in your state.

3. Make the principal payment.
[Note]
**_Note:_** If the principal payment is made before submitting the form and paying the fee, the process may be delayed. 
[/Note]

4. Sign and return the Recast Agreement.
[Note]
**_Note:_** The Recast Agreement lists the new, lower monthly payment amount.
[/Note]

5. We will reamortize your mortgage loan accordingly. 

6. You will see the new monthly payment amount reflected in your monthly billing statement, as of the effective date. 
[Note]
**_Note:_** The recasting process can take up to 90 days. 
[/Note]
[/Indent]

###Requirements and Details of a Recast###
[Indent]
If you are eligible, here are some details to keep in mind:
- **Minimum Amount** – We require a minimum principal payment of $10,000.

- **Recasting Fees** – There is usually a non-refundable fee of up to $250 to recast your mortgage. 

- **Mortgage Term** – The term (length) of your mortgage remains the same. 
[Example]
**Example**
If you recast 10 years into a 30-year mortgage, you will still have 20 years left on your term.
[/Example]

- **Investor Restrictions** – Currently, government-backed loans are not eligible for recast. This includes loans with investors like VA, FHA, GNMA, and USDA.

- **Loan Type** – Interest-only, Option ARMs, and commercial loans are also not eligible.

- **Credit Worthiness** – There are no credit checks or requirements for mortgage recasts.

- **Interest Rate** – Your interest rate stays the same, which could be a benefit over refinancing if you’ve already locked in a low rate—or a negative if your rate is particularly high for the current market. 

- **Recent Transfers** – Recently transferred accounts may need to wait 90 days before recasting. 
[/Indent]

What it means to reamortize the account after a large principal payment, who’s eligible, and what the process is

Mortgage Recast

After a customer on the loan has passed away, you’ll need to notify Mr. Cooper and provide one or more of the following documents:
- **Death Certificate** – This document is used to validate the death of the customer and make the necessary updates to the account.

- **Evidence of Family Relationship** – Examples of these documents could include a marriage certificate, birth certificate, etc. and are used to validate your relationship to the customer.

- **Will or Last Testament** – This document is only needed if there is a will available and is used to show that you have ownership interest or that you are an Executor or Administrator of the customer's estate.
    - An Executor/Administrator is designated to administer the estate and make sure all claims are paid and that the remaining property goes to the heirs. The Executor has the ultimate authority to make final decisions concerning the estate. An heir can also serve as an Executor/Administrator. 

- **Probate Proceeding Order** – This document is only needed if there was a probate case opened with a Court. It should show that you will be inheriting the property or that you are an Executor or Administrator of the customer's estate, or both. It must be signed by the judge.

- **Court Pleadings/Orders** – Examples of these types of documents could include: Letters of Testamentary, Letter of Personal Representative, Letter of Fiduciary, Letter of Administration, etc. It should show that you will be inheriting the property or that you are an Executor or Administrator of the customer's estate, or both. It must be filed by the court or signed by the judge providing you with the necessary authority.
[Note]
**_Note:_** The heirs are those who may receive money under the will, but they don’t have power over the estate or the sale of assets. Usually, these individuals are family members or someone the customer designated as their heirs.
[/Note]
- **Deed** – This document is used to validate that you are an owner of the property.

- **Intestate Heirs Affidavit** – This document can be used to establish who the legal heirs are, in cases where there is no will. It should provide the property description and who gains ownership.

- **Recorded Affidavit of Heirship** – This document is used to validate your ownership interest in the property. This document is only needed as applicable by state law and must be recorded.

- **Recorded Life Estate Deed, Lady Bird Deed, or Transfer Upon Death Deed** – These types of deeds permit the property owner to have full use of their property until their death, at which point the ownership of the property is automatically transferred to the beneficiary. This document is used to validate your current ownership interest in the property, must be executed by the customer, and must be recorded.

Submit to:
- **Email:** researchincoming@mrcooper.com 
- **Fax:** 972-459-1611
- **Mail:** PO Box 612488, Dallas, TX 75261

[Note]
**_Note:_** In addition to the death certificate, in order to release any information on the loan to you, we must confirm that you are a successor in interest to the customer or the Executor of the Estate. However, in order to confirm this status, we need to be provided with one or more of the documents listed here.
[/Note]

Explains how to notify Mr. Cooper when a customer is deceased

Notification of Deceased Customer

If you have been awarded the property through a divorce or legal separation and want to be authorized to obtain loan information, please submit a **Divorce Decree** or **Legal Separation Agreement (signed by a judge)** to the following:
- **Email:** researchincoming@mrcooper.com 
- **Fax:** 972-459-1611
- **Mail:** PO Box 612488, Dallas, TX 75261

**Note:** Not every state allows legal separations. Consult an attorney for more information.

[Note]
**_Note:_** You may qualify for **successor in interest status**, if you are not already a customer, which allows you access to information related to the loan. To confirm this status, we need to be provided a copy of the Divorce Decree or Legal Separation Agreement awarding you the property, as well as any deeds related to the property, if applicable.
[/Note]

Explains how to notify Mr. Cooper of a divorce or legal separation where property is awarded

Notification of Divorce or Legal Separation

###Accessibility Practices###
[Indent]
For questions or comments about our accessibility practices under the Americans with Disabilities Act, please contact our accessibility coordinators via:
- **Email:** accessibility@mrcooper.com; or
- **Phone:** 833-685-2580

**Relay Services**     
We accept calls through the federal Telecommunications Relay Service (TRS), which supports various videos over the internet, as well as **TTY** and **TDD** devices.     
You can find more information on the [FCC website](https://www.fcc.gov/).
[/Indent]

###Translation Services###
[Indent]
We provide verbal translation services for any customer who indicates a language preference other than English. Please contact us at 833-685-2580 for further assistance.

**New York Residents**     
You may also access a translation and description of commonly used debt collection terms that are available in multiple languages on the [New York Department of Consumer Affairs website](https://www.nyc.gov/dca).
[/Indent]

Accessibility coordinator information and relay & translation service details

Providing Accessibility & Translation Services

There are 2 ways to remove a spouse’s name from the mortgage:
- **Release of liability** – You can ask your lender for a release of liability. This is a document that releases a borrower from their obligation to pay back the loan. The spouse remaining on the mortgage needs to qualify for the new loan using only their income and assets.    
[Note]
**_Note:_** This option is investor specific, there’s no guarantee that it will be approved, and there are fees associated with the transaction.
[/Note]

- **Refinance** – The only other option is to refinance the mortgage. When you do this, the spouse remaining on the mortgage needs to qualify for the new loan using only their income and assets.

Explains how to request removal of a spouse’s name from the mortgage

Removing a Spouse’s Name from the Mortgage

If you want to transfer ownership of your property into a Trust or to your spouse/children, you’ll need to notify us and provide one or more of the following documents:
- **Deed** – This document is used to validate that you are an owner of the property.

- **Document that transfers ownership to a spouse or children** – These documents are used to validate that the property was transferred to your spouse or child.     
***Note:*** *Fannie Mae and Freddie Mac allow for transfers to other family members as well.*

- **Trust Documents** – These documents are used to validate that the property was transferred into a Trust.

- **Evidence of Family Relationship** – Examples of these documents could include a marriage certificate, birth certificate, etc. and are used to validate your relationship to the borrower.

Submit to:
- **Email:** researchincoming@mrcooper.com 
- **Fax:** 972-459-1611
- **Mail:** PO Box 612488, Dallas, TX 75261

[Note]
**_Note:_** Transferees may qualify for **successor in interest status**, which allows them access to information related to this loan. However, in order to confirm this status, we need to be provided a copy of the documents mentioned above.
[/Note]

Explains how to notify us of ownership transfer

Transferring Ownership to Trust or Spouse/Children

###What Is It?###
[Indent]
A verification of mortgage (VOM) is an official statement that verifies your existing loan terms and provides a rating of the payment history, including if the loan was current or delinquent for each month listed. It reflects only the most recent 12 months of your loan, excluding the current month.

[Note]
**Note:** This information is not reported to any credit agencies and does not reflect information regarding any workout options, such as forbearance plans, repayment plans, payment deferrals, modifications, etc. 
- For additional information regarding any workout options, please refer to those plan letters and/or agreements.
[/Note]
[/Indent]

###Why Request a VOM?###
[Indent]
If you are trying to refinance your mortgage—or buy a new home—your lender will want to see your mortgage payment history.
[/Indent]

###How Do I Request a VOM?###
[Indent]
1. Ensure that you’ve [authorized the third party] (/help-center/account-help/authorize-third-party) needing the VOM.
[Note]
**Note:** If you haven’t authorized them [online] (/servicing/settings) or over the phone, [download, complete, and sign the form] (https://storage.googleapis.com/apolloimage/images/LAK PDFs/3rd_party_auth_form.pdf) to send with your VOM request.
[/Note]

2. Create a written or typed note requesting a VOM.
[Note]
**Note:** Please provide the mailing address you want the VOM sent to (VOMs cannot be faxed).
[/Note]

3. Submit via:
[Indent]
  - **Email:** ResearchIncoming@mrcooper.com 
  - **Mail:** 
[Indent]
Mr. Cooper    
Attn: Research Department    
PO Box 612488    
Dallas, TX 75261
[/Indent]
[/Indent]

Please allow up to **4 business days** from receipt of your request for us to generate your VOM statement.
[/Indent]

Credit Corrections

Helpful Resources

Have more questions or need help?

Credit Corrections

Related Articles

Helpful Resources

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