mortgage assistance Support

Applying for Mortgage Assistance

At Mr. Cooper, we're here to support you by making the process of applying for mortgage assistance a straightforward process. In order to review you for available assistance, we may need to obtain documentation from you.

Please note: If you're currently engaged in active bankruptcy, you should always consult with your attorney before starting a mortgage assistance application.


Start the Online Application Process

If you don't have an online account with Mr. Cooper, you can still find the forms you need online. If you have further questions, please contact us.


When applying for mortgage assistance, time is of the essence, especially if you're already getting collection notices. If you're already in the foreclosure process, it's important to get your application and documentation in ASAP.

Please contact us with any questions.

Application Process

Once we receive your application with supporting documentation, loan processors review the contents to ensure that all necessary information has been submitted.

Next, we will send a letter to you to inform you whether your application is complete or if additional information or documentation is required.

In some cases, when we have sufficient information on file, a customer may be eligible to submit an expedited application or not have to submit an application at all. If this applies to you, you’ll see "Eligible for Expedited Application" when you request assistance online.

Each time we need to communicate with you, we send a letter to the mailing address on file. You can also see the status of the review on your Mr. Cooper online account.

Once all of the information has been submitted, underwriters review the current state of your account and all documentation in an effort to determine your eligibility for assistance. If the application is complete and no further information or documentation is needed, we will evaluate your application and provide a decision letter within 30 days from the date the application was deemed to be complete.

Note that if additional information or documentation is needed during underwriting, you will receive a letter listing the documentation needed and a due date to submit them to us.

If they’re submitted by the due date, we will evaluate your application and provide a decision letter within 30 days from the date that we receive the additional or updated documentation.

Documentation Requirements

To find your best solution, we may need some documentation.

The document requirements will be unique to you. The mortgage assistance application lists all initial required documentation based on your hardship and type of income. You can contact us if you have questions.

Sending Us Your Documents

We have several options to submit your documentation:

Online: Sign in to your online account.
Fax: 214-488-1993
Mr. Cooper
Attn: Centralized Mod Department
P.O. Box 619097
Dallas, TX 75261

However you send your documents, please be sure to include a note including your name, loan number, property address, and contact information.

Beware of Scams

If you receive a phone call, letter, or email regarding your mortgage which appears to be suspicious, especially those that require payments or changes to your mortgage terms; then please call us right away at 833-685-2567.

Here are a few common "red flags" that indicate a communication is likely a scam:

  • Contact phone numbers that do not begin with a toll-free area code like 800 or 866. 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. 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.
  • Finally, if you have been making payments and have been led to believe they are going towards a trial or modification agreement, but we have no record of the payments, then something may be wrong. Please call us as soon as possible so we can research the issue.