Notice of Cyber Security Incident

On October 31, 2023, Mr. Cooper became the target of a cyber security incident and took immediate steps to lock down our systems in order to keep your data safe. We are working to resolve the issue as quickly as possible.

Rest assured, you will not incur any fees, penalties or negative credit reporting related to late payments as we work to fix this issue.

For updated information, we encourage you to continue to visit this webpage and the FAQs section below.

We value you as our customer and are truly sorry for any inconvenience or concern this incident may have caused.

Frequently Asked Questions:

Q: What happened?
A: On October 31, 2023, Mr. Cooper determined that the company had experienced a cybersecurity incident in which an unauthorized third party gained access to certain technology systems. Following detection of the incident, we initiated response protocols, including deploying containment measures to protect systems and data and shut down certain systems as a precautionary measure. An investigation has been launched, and we are working to resolve the issue as quickly as possible.

Q: Was customer data breached as part of this incident? How will I know if my data was impacted?
A: We are actively investigating this event to determine if any data has been compromised. If customers are impacted, they will be notified and provided with identity protection services.

Q: What is Mr. Cooper doing to protect me?
A: We value our customers and take their data privacy very seriously. Following detection of the incident, we immediately initiated response protocols, including deploying containment measures to protect systems and customer data and shut down certain systems as a precautionary measure.

Q: When will Mr. Cooper return to normal operations?
A: We understand how important it is that you be able to access our systems, and we are actively working to resolve the issue and restore our systems as soon as possible. Rest assured, you will not be you will not incur any fees, penalties or negative credit reporting related to late payments as we work to fix this issue.

Q: How do I make a payment while the system is down?
A: While the system is down, we are not able to process your payment. If you use ACH, your payment will be processed as soon as our systems are operational and you will receive a notification. You do not need to do anything. If you use any other method of payment, you will be able to do so as soon as we resolve this issue. Rest assured, you will not be you will not incur any fees, penalties or negative credit reporting related to late payments as we work to fix this issue.

Q: I’m a newly transferred customer. How will this impact me?
A: First, welcome to Mr. Cooper. We are happy to have you. The mortgage transfer process can be stressful at any time, and it’s our goal to make it as seamless as possible. Unfortunately, this incident may impact when you are able to access your account information for the first time. We are grateful for your patience and will keep you updated with new information as it becomes available.