How To Share Your Concerns and Get Help
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:
- Chat with us.
- Call us at 855-805-6993.
- 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:
Mr. Cooper
Attn: Customer Relations
PO Box 619098
Dallas, TX 75261 - By downloading, completing, and returning this form.
- By mailing us a letter, including any supporting documentation:
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, Mr. Cooper will 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 Mr. Cooper believes 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.
More helpful resources:
- Escrow: Check out our escrow articles.
- Credit reporting: See this blog on how to 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 and when we’ll pay your property taxes.
- Payments and payoffs: Get quick answers to top payment questions, including how grace periods and late payments work.
- Housing counselors: Read our blog on how HUD-approved housing counselors may be able to assist if you need help talking to us about issues such as forbearance.
State-Specific Notices:
Illinois Residents
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.)
New Jersey Residents
New Jersey law prohibits discrimination in housing. Click here for additional information.
New York Residents
For those customers 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.
Mr. Cooper is registered with the New York Superintendent of Financial Services. Registered New York Mortgage Loan Servicer.
Texas Residents
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.
- 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.
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.
