<h3 id="holidays">Holidays</h3>
<p></p><div class="indent">
We are closed—and our team members enjoy a well-deserved break—on these holidays:<p></p>
<ul>
<li>New Year’s Day </li>
<li>Martin Luther King Jr. Day </li>
<li>Memorial Day </li>
<li>Independence Day </li>
<li>Labor Day </li>
<li>Thanksgiving Day</li>
<li>Day after Thanksgiving</li>
<li>Christmas Day</li>
</ul>
<p></p><div class="note">
<strong><em>Note:</em></strong> 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 <strong>day it arrives</strong>.
</div>
</div><p></p>
<h3 id="hours">Hours</h3>
<p></p><div class="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!   <p></p>
<p></p><p>If you need assistance, we recommend using our chat feature during these times:</p>
<div class="indent">
<strong>Chat—Virtual Assistant</strong><p></p>
<ul>
<li>7 days a week!</li>
<li>24 hours a day!</li>
</ul>
<p><strong>Chat—Live Agent Availability</strong></p>
<ul>
<li>Monday – Friday, 7:30 a.m. – 8:00 p.m. (CT)</li>
<li>Saturday, 8:00 a.m. – 3:00 p.m. (CT)</li>
</ul>
<p><strong>Phone—Automated Phone System</strong></p>
<ul>
<li>7 days a week!</li>
<li>24 hours a day!</li>
</ul>
<p><strong>Phone—Customer Service Team</strong></p>
<ul>
<li>Monday – Friday, 7:30 a.m. – 8:00 p.m. (CT)</li>
<li>Saturday, 8:00 a.m. – 3:00 p.m. (CT)
</li></ul></div>
<p>
</p>
<p></p></div><p></p>

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

Holidays and Operating Hours

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/Cooper-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. 

[Note]
**_Note:_** Visit our [Mortgage Scams Resource Center] (https://www.mrcooper.com/blog/mortgage-scams-resource-center/) for additional tips and information. 
[/Note]
[/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####
- Communications (emails, texts, and phone calls) with a sense of urgency that possibly contain your Mortgage ID number.    
*We never send mail with your loan information printed on the outside.*

- 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 clients.*

- 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** 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.*
[/Indent]
[/Indent]

[Video]
  [VideoTitle]How can I avoid mortgage scams?[/VideoTitle][VideoThumbnail src="https://storage.googleapis.com/apolloimage/images/apollo_mr_cooper/how-can-i-avoid-mortgage-scams.jpg"]https://player.vimeo.com/video/955038054[/VideoThumbnail]
[/Video]

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] (/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

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**
- 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]

If you’re having an issue with any part of your mortgage experience, we want to make it right. Please contact us and we will do our best to quickly resolve your issue. 

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

- **[ChatLink]Chat with us.[/ChatLink]** 
- **Call us at 888-806-9263.** 
- If you’re unable to resolve your issue by chat or phone, you can also submit a Qualified Written Request (QWR).
     - **By mailing us a letter**, including any supporting documentation:
[Indent]
Mr. Cooper  
PO Box 619098  
Dallas, TX 75261
[/Indent]
     - **By downloading**, completing, and returning [**this form**] (https://apolloimage.blob.core.windows.net/images/NSM%20PDFs/ComplaintsForm.pdf).

[Indent]
[Example]
**What is a Qualified Written Request (QWR)?**

A QWR is an option that allows you to officially request information or submit a notice asserting that an error occurred with respect to the loan, which can be sent by mail. 
- Upon receipt of a QWR, we'll send you an acknowledgement letter within 5 business days. 
- In most cases, within 30 days, we will correct the error, provide the information requested, or provide you with an explanation of why we believe that no error occurred or why the requested information cannot be provided.

For immediate help, you can reach our team through chat or by phone.
[/Example]
[/Indent]


###More helpful resources:###

- **Escrow:** Check out our [escrow articles] (/help-center/escrow).
- **Credit reporting:** See this [blog on how to fix credit reporting mistakes] (/blog/how-fix-credit-reporting-mistakes/) if you believe we’ve reported incorrect information to a credit bureau.
- **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.
- **Housing counselors:** Read our [blog on how HUD-approved housing counselors] (/blog/how-housing-counselors-can-help-you-in-the-pandemic/) may be able to assist if you need help talking to us about issues such as forbearance.


###State-Specific Notices: 
[CallContentWithScroll 
header="Illinois Residents" 
desc="State Of Illinois Community Reinvestment Notice:    

The Department of Financial and Professional Regulation (Department) evaluates our performance in meeting the financial services needs of this community, including the needs of low-income to moderate-income households. The Department takes this evaluation into account when deciding on certain applications submitted by us for approval by the Department. Your involvement is encouraged. You may obtain a copy of our evaluation. You may also submit signed, written comments about our performance in meeting community financial services needs to the Department. (Source: P.A. 101-657, eff. 3-23-21.)" 
/] 

[CallContentWithScroll 
header="New Jersey Residents" 
desc="New Jersey law prohibits discrimination in housing. [Click here](https://www.njoag.gov/wp-content/uploads/2022/07/Sale-and-Rentals-Housing.pdf) for additional information." 
/] 

[CallContentWithScroll 
header="New York Residents" 
desc="For those clients who reside in the state of New York, a borrower may file complaints about the Servicer with the New York State Department of Financial Services or may obtain further information by calling the Department’s Consumer Help Unit at 1-800-342-3736 or by visiting the Department’s website at [www.dfs.ny.gov](https://www.dfs.ny.gov/).     
Mr. Cooper is registered with the New York Superintendent of Financial Services. Registered New York Mortgage Loan Servicer." 
/] 

[CallContentWithScroll 
header="Texas Residents" 
desc="Consumers wishing to file a complaint against a mortgage banker or a licensed mortgage banker residential mortgage loan originator should complete and send a complaint form to the Texas Department of Savings and Mortgage Lending, 2601 North Lamar, Suite 201, Austin, TX 78705.     

Complaint forms and instructions may be obtained from the Department’s website at [www.sml.texas.gov](https://www.sml.texas.gov). 
 - A toll-free consumer hotline is available at 1-877-276-5550. 
 - The Department maintains a recovery fund to make payments of certain actual out of pocket damages sustained by borrowers caused by acts of licensed mortgage banker residential mortgage loan originators. 
    - A written application for reimbursement from the recovery fund must be filed with and investigated by the Department prior to the payment of a claim.
    - For more information about the recovery fund, please consult the Department’s website at [www.sml.texas.gov](https://www.sml.texas.gov).
COMPLAINTS REGARDING THE SERVICING OF A MORTGAGE SHOULD BE SENT TO THE DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TX 78705.  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 877-276-5550. A complaint form and instructions may be downloaded and printed from the Department's website located at www.sml.texas.gov or obtained from the department upon request by mail at the address above, by telephone at its toll-free consumer hotline listed above, or by email at "smlinfo@sml.texas.gov."" 

/]

Provides ways to contact us, submit concerns, and request information

How To Share Your Concerns 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

We are thrilled to announce that Mr. Cooper is now powered by Rocket Mortgage. Two trusted leaders in homeownership coming together to help more people home, combining deep care and trusted guidance with breakthrough technology to make every homeownership journey more seamless and confident.     

**What does this mean for you?** Nothing about your mortgage is changing. Same interest rate and payment, same escrow, same process, and same trusted team. You’ll still reach us the same way you always have. What’s new is access to more tools and a streamlined experience centered on your peace of mind.     

**Have questions?** We’ve put together answers to the most common ones below. Check back here for updated information throughout the transition.    
    
---
## FAQs: ##
[AccordionBlock accordionQuestion=" Will this transition change the terms of my loan?" accordionAnswer="No, this transition will not affect the terms of your loan, and your loan number will stay the same. You’ll soon have access to Rocket Mortgage’s tools and features, and you’ll start to see more of the brand in communications."/]

[AccordionBlock accordionQuestion=" Will my loan eventually be transferred to Rocket Mortgage?" accordionAnswer="While your loan will not technically transfer to Rocket Mortgage, you can expect to enjoy all the tools, features and service that our two companies have to offer. Soon, you’ll start seeing the Rocket Mortgage logo on your statements and other communications. However, your loan number will not change, and all of your loan terms are staying the same."/]

[AccordionBlock accordionQuestion=" Should I still use the Mr. Cooper website and mobile app?" accordionAnswer="Yes! You may see a few small changes, such as our new Mr. Cooper Powered by Rocket Mortgage logo, but all the same tools and features will still be available. When you sign in, you may notice we’ve enhanced the process to keep your account even more secure and make future sign-ins easier."/]

[AccordionBlock accordionQuestion=" Who do I contact for questions about my loan?" accordionAnswer="The team you count on isn’t going anywhere, and our contact information isn’t changing. If you have any questions, you can always [ChatLink]chat with us[/ChatLink] online by signing in to your online account."/]

[AccordionBlock accordionQuestion=" I received a call from an unusual Caller ID. How do I know it’s Mr. Cooper?" accordionAnswer="During this transition, you may see Mr. Cooper Powered by Rocket Mortgage on your Called ID. However, if you ever feel uncomfortable or suspicious, please hang up immediately and call us back directly or chat with us online. You can find additional tips on [avoiding scams] (/help-center/account-help/avoiding-mortgage-scams) in our Help Center."/]

[AccordionBlock accordionQuestion=" Can I use my Rocket account to manage my Mr. Cooper mortgage?" accordionAnswer="For now, you’ll need to continue using your mrcooper.com account or the Mr. Cooper mobile app to manage your account. We’ll let you know when you’ll be able to link your accounts."/]

[AccordionBlock accordionQuestion=" Will there be any changes to my monthly statement or other communications?" accordionAnswer="You’ll begin seeing the Rocket Mortgage logo on statements, emails and letters but they’ll continue to be sent as scheduled. Just be on the look-out for the branding change."/]

[AccordionBlock accordionQuestion=" Who is going to pay my taxes and/or insurance?" accordionAnswer="If you have an escrow account for payment of your taxes and/or insurance payments, we will continue to pay them as always."/]

[AccordionBlock accordionQuestion=" Does this change the way my escrow account is handled?" accordionAnswer="Nothing about your escrow account is changing. In the future, the timing of your annual escrow analysis may change but we’ll keep you informed on any updates."/]

[AccordionBlock accordionQuestion=" Do I need to contact my insurance provider?" accordionAnswer="Not yet. In the future, you may need to update the Mortgagee Clause. When it’s time, we’ll notify you and walk you through it step by step."/]

[AccordionBlock accordionQuestion=" Who will send my year-end tax statement for 2025?" accordionAnswer="We will send your 2025 year-end 1098 form by the end of January 2026. It will be sent with your billing statement or separately but will have the Rocket Mortgage logo. You’ll also be able to download it from the Statements section of your online account.    
Just a reminder, if your loan was transferred to us in 2025, look for a 1098 from your prior servicer as well."/]

[AccordionBlock accordionQuestion=" Does this change how I make my payment?" accordionAnswer="No. You’ll continue to have the same convenient and flexible payment options as always. [Click here] (/help-center/payments/payment-options) to see them all."/]

[AccordionBlock accordionQuestion=" Will the transaction description for my ACH draft on my bank statements change?" accordionAnswer="For now, everything will stay the same. As our companies come together, you may notice the name on your bank statements change to Rocket Mortgage. Don’t worry, we’ll keep you in the loop before any changes happen."/]

[AccordionBlock accordionQuestion=" Do I need to update my online bill pay?" accordionAnswer="For now, keep everything the same. We’ll let you know ahead of time if any changes are needed."/]

[AccordionBlock accordionQuestion=" If I pay by check, should I change the payee?" accordionAnswer="You may continue to make your check payable to Mr. Cooper and send to PO Box 650783, Dallas, TX 75265. If you made your check payable to Mr. Cooper Powered by Rocket Mortgage, or Rocket Mortgage, we will still process the payment without delay."/]

[AccordionBlock accordionQuestion=" Will this change the way Mr. Cooper handles my credit reporting?" accordionAnswer="Our credit reporting process is staying the same. We will continue reporting timely and accurately to the credit bureaus. In the future, the name of your mortgage tradeline may appear as Rocket Mortgage. We’ll notify you before any change."/]

[AccordionBlock accordionQuestion=" What if I’m struggling to afford my mortgage payment?" accordionAnswer="If you’re having trouble making payments, the support options available to you remain unchanged. You can contact us any time to review solutions."/]

[AccordionBlock accordionQuestion=" What if I applied for or was approved for a loan workout solution?" accordionAnswer="Our relationship with Rocket Mortgage will not affect your application or workout solution in any way."/]

[AccordionBlock accordionQuestion=" What if I’m on a trial plan?" accordionAnswer="Please continue making your trial plan payments as scheduled. Nothing about your plan has changed."/]

[AccordionBlock accordionQuestion=" How does joining Rocket Mortgage benefit me as a homeowner?" accordionAnswer="You now have the backing of the nation’s largest mortgage lender<sup>1</sup> and most awarded servicer in J.D. Power history<sup>2</sup>. That means proven service, innovative tools, and more experience handling every kind of homeownership need, from first payment to final payoff."/]

[AccordionBlock accordionQuestion=" What does being part of the Rocket® family mean for the future?" accordionAnswer="Mr. Cooper joining Rocket Mortgage expands what’s possible for you. No matter where you are in your journey, you can move forward with confidence knowing we bring expertise across finding, financing, paying for, and even selling your home."/]
    

<sup>1</sup>Based on 2024 HMDA-reported loan origination unit volume and excludes correspondent loans.     

<sup>2</sup>**Rocket Mortgage has won more awards than any other brand in the J.D. Power U.S. Mortgage Servicer Satisfaction Studies between 2002 – 2025. Visit [JDPower.com/Awards] (https://www.jdpower.com/business/awards) for more information.

Details about Mr. Cooper joining Rocket Mortgage to help more people home

Mr. Cooper® has Joined Rocket Mortgage®

After a borrower on the loan has passed away, you’ll need to notify us 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 us 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 client, 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 us 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:** 888-364-2432

**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 client who indicates a language preference other than English. Please contact us at 833-685-2565 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

We adhere to all guidance by FHA &amp; VA when transferring case numbers and/or appraisals.  

Here’s how to request the transfer of an FHA or VA case number from us:
[Indent]
 **1.** Download and complete the [Case Transfer Request Form] (--image_host--/images/help-center/NSM/FHA_VA_Case_transfer_request_form.pdf).

 **2.** Obtain a signed letter from the borrower requesting the transfer.
[Indent]
- The borrower letter **must be signed** by the borrower and must **specifically** ask for the case number to be transferred to the lender on the Case Transfer Request Form. **A blanket copy of an authorization for verifications will not be sufficient.**
[/Indent]
 **3.** Email the completed Case Transfer Request Form and signed letter to Underwriting.Support@MrCooper.com.    
[/Indent]

[Note]
**_Note:_** The borrower must contact us to cancel their loan application before the case number can be transferred. 
[/Note]

[Note]
**_Note:_** **Turnaround time** is approximately **2 business days**.
[/Note]

Explains how to request transfer of FHA/VA case number

Requesting FHA/VA Case Number Transfer or Release

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

###Why do I need to change my username to my email address? 
[Indent]
We ask you to use your email address for a few important reasons:
- Keeps your info more secure
- Gives you less to remember and manage
- Provides you a smoother sign-in process now and in the future.
[/Indent]
    
###Does updating my username change anything in my loan or account? 
[Indent]
No, this only changes the username to access your digital account. And unless you change your password too, that will remain the same.
[/Indent]
    
###What if I don’t have an email account? 
[Indent]
An email address is required for all Rocket accounts. This helps us verify your identity, keep your account secure, and make sure you can receive important updates and notifications.
[/Indent]
    
###How long does it take to update my username? 
[Indent]
The whole process can be completed in a couple of minutes.
[/Indent]
    
###Can I finish this process on my phone? 
[Indent]
Yes, you can do the entire process on your phone or another mobile device.
[/Indent]
    
###Do I continue signing in at mrcooper.com going forward? 
[Indent]
Yes, once you’ve updated your username, you’ll sign in at mrcooper.com as usual using your **new** username and your existing password (unless you update that too at during this process).
[/Indent]

Updating Your Username: Help & Answers

###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] (--image_host--/images/Cooper-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]

Explains what it is and how to request it

Verification of Mortgage (VOM)

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