Transfer Customer Support

Transfer Customer Support

New Customer Transfer

Why You Were Transferred

Your account was transferred because your previous servicer sold your loan to us, your new servicer. Mortgage loans being sold between servicers is very common. Hundreds of thousands of loans change hands in this way every year.


At Mr. Cooper, we’re determined to set a new industry standard for personal attention and customer satisfaction. First things first—we’ll do everything possible to make your transition smooth, simple, and transparent.

Important Details

Here are some of the most important things to keep in mind about your transfer:


  • There are no late fees or negative reporting to the credit bureaus during the first 60 days after your transfer.

  • This transfer has no impact on your credit rating.

  • Your previous servicer is required to forward us any payments you make to them for 60 days after your transfer date.

  • Once 60 days have passed from your transfer date, please be sure your payments are coming directly to Mr. Cooper.


  • If you had an escrow account with your previous servicer, we’ll continue to make your tax and insurance payments promptly.

  • If you had a workout or modification plan with your previous servicer, we’ll continue it. Just allow us up to 30 days from your transfer date to get all of your paperwork.

  • If you were in the middle of selling or refinancing your home when the transfer occurred, you can request a payoff quote once your information is in our system.

Transfer Notification

You should have received a “goodbye” letter (Notice of Servicing Transfer) from your previous servicer when your loan was sold to us. The letter should have your official transfer date and arrive around 15 days before that date.

Note: You can find copies of the letter(s) in the "Miscellaneous” statements tab.


Around 2 weeks after your transfer date, you’ll receive a Welcome Packet from Mr. Cooper. The Welcome Packet will include:


  • your Welcome Letter,
  • your new loan number,
  • a payment coupon,
  • our contact details, and
  • other important information.

Changes to Your Loan

The terms of your loan remain exactly the same. This means your interest rate, monthly principal and interest payment, and repayment timeframe are all identical to what they were with your previous servicer.


There could be some changes in your fees. For more details, you can always review our complete list of fees.

Register Online

Within 7 days of your official transfer date, you can register to get access to your account online. To register, you can use your new Mr. Cooper loan number or the loan number you had with your previous servicer.

Payments

Whether you prefer to make payments by mail, phone, online, or by automatic draft, we’ve got you covered.

For more information, please view our complete list of payment options.


Your previous servicer is required to forward to us any payments you make to them for 60 days after your transfer date. That means you don’t have to worry if you sent a payment to them near the transfer date.


Once 60 days have passed from your transfer date, please be sure your payments are coming directly to Mr. Cooper.

Bill Pay

If you were paying with your bank’s “Online Bill Pay” service, you just need to change the payee information to ours.

Here’s the name and address:


Mr. Cooper

P.O. Box 650783

Dallas, TX 75265-0783

Automatic Drafts

If you had automatic drafts scheduled with your previous servicer, you can find out if they transferred it to us in the “goodbye” letter they sent you or your Welcome Letter from Mr. Cooper.


  • If they did transfer the automatic drafts, your first payment may be delayed by up to 10 days but there won’t be any late fee or credit impact. After that, payments will be drafted on the regular date.

  • If they didn’t, you can sign in to your account to quickly and easily set up AutoPay.

Statements

You’ll receive your first Mr. Cooper statement within 30 days of your transfer date.


If you want to see it sooner, register for your online account now to view your most up-to-date loan info and get easy access to your statement as soon as it is available.

Escrow

If you had an escrow account with your previous servicer, it was transferred to us along with your loan. Your escrow payments will continue uninterrupted.


If you don’t have an escrow account with us but would like to set one up, please call us at 833-685-2567 or contact us through the message center.


You can view and manage your escrow account online by signing in to your account.


For other escrow-related questions, please visit our escrow support.

Insurance

You’ll need to notify your insurance company that your loan was transferred to Mr. Cooper and that they’ll be getting payments from us now. Just give them your new loan number and have them update the mortgagee clause (they’ll know what you mean) on your account to:


Nationstar Mortgage LLC

Its Successors and/or Assigns

PO Box 7729

Springfield, OH 45501


If you had optional insurance products (like life insurance or disability coverage) through your previous servicer, these products may not transfer and could be cancelled. We suggest contacting your insurance provider and arranging to pay them directly for these policies.