<p>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. </p>
<h3 id="hereshowtogetstarted">Here's how to get started:</h3>
<ul>
<li><strong>Create a ticket</strong> in our secure <a href="/message_center">Message Center</a>. </li>
<li><strong>Chat with us</strong>. Our chat window can be found in the lower-right corner of the page. </li>
<li><strong>Call us</strong> at 833-685-2580.</li>
<li>Download, complete, and <strong>return</strong> <a href="https://storage.googleapis.com/apolloimage/images/LAK%20PDFs/ComplaintsForm.pdf"><strong>this form</strong></a> if you don’t have an online account.</li>
<li><strong>Message us</strong> on social media: <ul>
<li>Facebook: <a href="https://www.facebook.com/MrCooperHomeLoans/">@MrCooperHomeLoans</a></li>
<li>Twitter: <a href="https://twitter.com/mrcooper">@MrCooper</a></li></ul></li>
<li><strong>Mail</strong> us a letter and any supporting documentation:
<div class="indent">
Mr. Cooper<br>
Attn: Customer Relations<br>
PO Box 619098<br>
Dallas, TX 75261<br>
</div></li>
</ul>
<p></p><div class="note">
<strong><em>Note:</em></strong> Customer advocates can download, complete, and return <a href="https://storage.googleapis.com/apolloimage/images/LAK%20PDFs/ComplaintsForm.pdf">this form</a>.
</div><p></p>
<h3 id="morehelpfulresources">More helpful resources:</h3>
<ul>
<li><strong>Escrow:</strong> Check out our <a href="/help-center/escrow">escrow articles</a>.</li>
<li><strong>Taxes:</strong> Find answers on possible <a href="/help-center/escrow/issues-with-property-taxes">issues with your property taxes</a> and <a href="/help-center/escrow/property-taxes">when we’ll pay your property taxes</a>.</li>
<li><strong>Payments and payoffs:</strong> Get quick answers to top <a href="/help-center/payments">payment questions</a>, including how grace periods and late payments work.</li>
</ul>

Provides ways to contact Mr. Cooper to submit feedback

How To Share Your Complaints and Get Help

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.

Other ways to authorize a third party:
- [Download, complete, and sign the form](https://storage.googleapis.com/apolloimage/images/LAK PDFs/3rd_party_auth_form.pdf) and return via:
    - **Email:** ResearchIncoming@mrcooper.com
    - **Mail:**     
[Indent]
Mr. Cooper    
Attn: Research Department    
PO Box 612488    
Dallas, TX 75261
[/Indent]

Explains how to authorize a third party on your account

Authorizing a Third Party

###Reporting Mortgage Scams###
[Indent]
If you receive a phone call, letter, or email regarding your mortgage that appears suspicious, especially those that require payments or changes to your mortgage terms, then please [contact us] (/contact_us) right away. 
[/Indent]

###Avoiding Mortgage Scams###
[Indent]
Here are some common “red flags” that may indicate a communication is a scam:

- 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**.*

- A trial or modification agreement from the “Underwriting Department.”     
*Our **underwriting department never sends notifications** directly to customers.*

- Requests to make payments with “unconventional” methods. These may include a prepaid/”Green Dot” debit card, or a Western Union/MoneyGram wire 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 call 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**.

- Pressure to make any commitments 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.*

- 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.*

- 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.*
[/Indent]


Provides red flags to help avoid mortgage scams

Avoiding & Reporting Mortgage Scams

Here’s what you need to know about credit corrections:
- Mr. Cooper **does not** complete “goodwill” credit suppression/corrections.
- Mr. Cooper **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] (https://www.mrcooper.com/message_center). 
- Send your request to ResearchIncoming@mrcooper.com. 

[Note]
**_Note:_** Mr. Cooper reports 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

When and how to request a credit correction

Credit Corrections

###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 “Coop”**
- 7 days a week!
- 24 hours a day!

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

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

**Phone—Customer Service Team**
- Monday – Thursday, 7:00 a.m. – 8:00 p.m. (CT)
- Friday, 7:00 a.m. – 7:00 p.m. (CT)
- Saturday, 8:00 a.m. – 12:00 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:###

- **Create a ticket** in our secure [Message Center] (/message_center). 
- **Chat with us**. Our chat window can be found in the lower-right corner of the page. 
- **Call us** at 833-685-2580.
- 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/)
     - 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.

###What Is It?###
[Indent]
Recasting a mortgage happens when you put down a **lump-sum payment** toward the **principal balance** and the lender [re-amortizes] (/help-center/payments/amortization-schedule) the loan. 
- Since you are paying down your principal by a large amount, your **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 prior to 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 re-amortized, 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"/]

###Requirements and Details of a Recast###
[Indent]
If you are eligible, here are some details to keep in mind:
- **Minimum Amount** – Mr. Cooper requires 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, GNMA-backed loans are not eligible for recast. 

- **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. 
[/Indent]


###Recast Process at Mr. Cooper###
[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.

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

5. We will re-amortize your mortgage loan accordingly. 

6. You will see your new monthly payment amount reflected in your monthly billing statement, as of the effective date. 
[/Indent]


Provides definition, guidelines, and process for a mortgage recast

Mortgage Recast

After a borrower 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 borrower 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 borrower.

- **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 borrower’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 borrower’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 borrower’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 borrower 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 borrower, 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 borrower 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 borrower is deceased

Notification of Deceased Borrower

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 borrower, 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 Mr. Cooper 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 Mr. Cooper 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]

How To Share Your Complaints and Get Help

Here's how to get started:

More helpful resources:

Helpful Resources

Have more questions or need help?

How To Share Your Complaints and Get Help

Here's how to get started:

More helpful resources:

Related Articles

Helpful Resources

Have more questions or need help?