Complaints

Complaints

Legal Complaints

WE’RE HERE TO HELP


If you’re having a problem with any part of your mortgage experience, we want to make it right.

Mr. Cooper customers can contact customer service via phone at 888-480-2432 or secure electronic message for prompt and personalized assistance.

To file a formal complaint, please mail a letter to the address below.

COMPLAINTS


Notice of error, complaints, request for information or other qualified written requests

Mr. Cooper
Attn: Customer Relations
PO Box 619098
Dallas, TX 75261-9741

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, TEXAS 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.

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.

OTHER STATE-SPECIFIC NOTICES


NEW JERSEY RESIDENTS:

New Jersey law prohibits discrimination in housing. Click here for additional information.

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.)