California Consumer Privacy Act - FAQ
Information Related to the California Consumer Privacy Act…
Do you have any questions about the California Consumer Privacy Act (CCPA)? You have come to the right place! Below are our CCPA-required disclosures in an easy-to-read (and understand) Q&A format. So, let’s get to it.
For starters, what’s the CCPA?
The CCPA is the California Consumer Privacy Act. It’s a new law granting some rights to California residents regarding their personal information. The following information is our California-specific privacy policy and Notice at Collection.
What is "Personal Information"?
Personal information is practically anything that identifies, relates to, describes or could be associated with you. Beyond your name, phone number, or email address, it includes the kind of device you're using to read this or which web browser. Personal information also includes biometric data, your geolocation and even your perceived preferences. It does not include publicly available information.
Do you have any of my personal information?
We collect information about our customers in order to conduct our business — making and servicing mortgage loans. For customers and non-customers alike, we might collect: name, phone number, email address, mailing address, approximate location, technology habits (e.g. what browser you use, if you are using a tablet or mobile phone, and internet activity), and commercial information like the products/services you’ve purchased from us.

Below are categories of personal information we collect and disclose, and the business purpose(s) for how we use it:
Category of Personal Information
Business Purpose(s)
Identifiers (name, address, email, etc.)
Performing services; providing financing and customer service; protecting against fraud
Sensitive information such as social security and bank account numbers
Protecting against fraud and providing financing. For no other purposes do we collect or disclose your sensitive personal information.
Commercial info (products/services considered or obtained)
Providing customer service; marketing and advertising
Internet activity (browsing history, interations with our advertisements)
Providing online products and services; performing marketing and advertising
Geolocation data
Detecting security incidents or fraud; debugging mobile application
Professional or employment-related information
Providing financing; servicing accounts
Inferences about your consumer preferences
Providing financing and customer service; for marketing/advertising purposes
Note: Mr. Cooper is a financial institution and does not sell the personal information of minors.
How do you collect personal information?
That depends. We collected most of this information directly from you — either during a mortgage application or as we service your mortgage loan. Such personal information includes social security number, employment history and bank account numbers. We collect and secure all of this information in accordance with federal regulations.

We also may receive information from other sources, such as an internet advertiser, a mortgage lead generator, your prior mortgage servicer, or government entities from which public records are maintained.

And we gather information using cookies and other online tools and technology. But, if you are not logged into your online account, this type of information is not collected or maintained in a manner that is considered personal information. In other words, we collect some information about our anonymous website visitors, but we do not attempt to identify our visitors by name or profile. We only identify you by name when you submit a webform with your personal information or log into/register on our Mr. Cooper customer portal.
So, what do you do with this personal information?
First and foremost, we do not SELL or SHARE any of your information.

We primarily use personal information to maintain or service mortgage accounts, provide mortgage financing and to offer you relevant financial products and services. This information helps us make decisions about your account, protect you and us against fraud, and provide you with a better digital experience when you use our mobile app or websites.

You could say that we collect, process, store and disclose your information.
With whom do you disclose my personal information?
We do disclose your information from time to time.

For example, we work with other companies to help us give you a better customer experience. We call them “service providers” and they assist us with the origination or servicing of your loan. Service Providers are under strict, contractual restrictions to do only what we say with your information — nothing more. In other words, these service providers are not able to sell or share any of the personal information they receive from us except as we permit.

Our service providers help us in in different ways including but not limited to: auditing our processes, detecting fraud, debugging applications, upgrading our technology or performing functions on our behalf.

We disclose with the following types of firms: accountants, auditors, couriers, consultants, information security, information technology, investors, advertising networks, web and app developers, and other financial institutions. We also sometimes disclose with credit bureaus and affiliates in accordance with the federal Fair Credit Reporting Act.
And you said you don’t sell my personal information, right?
That’s right. In order to sell your information, we would need to first disclose to you our sale practices AND provide you with an easy “DO NOT SELL MY INFO” button on our website for you to opt-out of future sales of your personal information. But rest assured, we do not sell your personal information.
What if my information is incorrect?
If you are a California resident, you have the right to request that we correct certain inaccurate personal information that we maintain about you.

You can submit your request to correct here. You can also call our Customer Service team at 833-685-2565.

Have other information to update? Click here to make changes to your contact information and notification settings.
Is Mr. Cooper subject to the CCPA?
In some instances, yes. However, “personal information” under the CCPA is subject to several exemptions. For example, information that we collect, process and disclose pursuant to certain federal regulations is NOT subject to the CCPA.

As a financial institution, Mr. Cooper collects information pursuant to the Fair Credit Reporting Act as well as the Gramm Leach Bliley Act. We also collect information that results from commercial transactions with businesses that is not subjected to the CCPA. This type of personal information is exempt from the CCPA.
Can I ask you to delete the personal information you have about me?
The CCPA requires businesses that collect personal information directly from consumers to delete such information upon request, unless the deletion request is subject to an exception or exemption.

Information we collect, store or disclose in connection with providing you a financial product or service, such as your mortgage, is exempt. That’s because your financial information is already regulated by federal law, and we leverage administrative, physical and technical methods to safeguard this information.

And even if you’re not a customer of ours, we might need to keep some of your information to: complete a transaction, prevent or detect fraud, or comply with a legal obligation. While we may not delete your information, we will always use it for a lawful purpose that aligns with what you would expect given your relationship with Mr. Cooper.

To submit a Deletion Request, please click here.
Can I request a copy of what you’ve collected or shared?
In some cases, yes. The CCPA refers to this as your “Right to Know”. But like we mentioned above, the CCPA does not apply to most of the information that we collect or share in our role as a financial institution. We won’t include any of that information in your Right to Know response. But we might have other information that is not exempt.

To submit a Right to Know Request, please click here.
Can I mail in my CCPA request?
Unfortunately, no. We have two designated methods for submitting your verifiable consumer request, but we do not currently accept requests via US mail. This is to protect you – and us – from fraudulent activity. You can submit your requests online at any time or call us at 833-685-2565
Can my authorized agent submit a request on my behalf?
Yes. In order to process a CCPA request through an authorized agent, we will need: (1) written evidence of the agent’s authority and (2) personal information of the authorized agent for verification purposes. Written evidence can include a power of attorney pursuant to Probate Code sections 4000 to 4465.

Note that the written authorization must be signed by the consumer about whom the request is submitted as well as notarized.
When Mr. Cooper receives a request under the CCPA, how does it verify the request?
We encourage our mortgage customers to log into their online customer account before submitting a request under the CCPA. Logging in before submitting the request acts as a verification process and will help protect our customers from fraudulent requests.

For non-customers and customers who do not want to log-in to their online accounts, we collect personal information that will help verify the person making the request. We leverage a third-party identity verification service that permits us to cross-check your personal information against a database to ensure that the information supplied is valid and accurate. We will require at least the following information in order to verify a request under the CCPA: name, home address, phone number, email address and the last four digits of your social security or date of birth.
Where can I read more about Mr. Cooper’s privacy practices?
You can learn more about our privacy practices here. You can also call us at 833-685-2565 if you have any questions or concerns.
What else should I know about the CCPA?
You should know that no business can discriminate against you for exercising your rights under the CCPA. You should not receive higher pricing or lower levels of service merely because you asked that your information be deleted or submitted a Right to Know request.

As of December 7, 2022