Mr. Cooper Customer Service Email: Complete, Practical Guide

How Mr. Cooper handles customer email and secure messaging

Mr. Cooper (the mortgage servicer formerly known as Nationstar) does not generally publish a direct, unsecured customer-service email address for borrower inquiries. Instead, they route written communications through a secure message center in the borrower portal (Sign In at https://www.mrcooper.com). Using the portal ensures encrypted transmission and an automatic record linked to your loan number, which is essential for dispute and loss-mitigation documentation.

For most matters—payment questions, escrow inquiries, hardship/forbearance requests, payoff quotes, or dispute notices—the recommended channel is MyHome/MyAccount secure messaging. Typical operational practice across the mortgage servicing industry (and followed by Mr. Cooper) is to acknowledge portal messages within 1–3 business days and to resolve or provide a substantive response within 30 business days for ordinary servicing questions; legally required timelines (see the RESPA/QWR section below) can be different and are enforced by regulation.

Step-by-step: how to submit an effective message through Mr. Cooper

Create or sign into your account at https://www.mrcooper.com and navigate to the secure message center or “Contact Us → Message Center.” If you have not enrolled, you will need your loan number, property address, and a verification method (often last four of SSN and a recent payment amount). Keep copies: after sending, download and save the confirmation/transaction ID for tracking.

When you attach documentation, use PDFs named with the document type and date (for example: “Paystub_2025-06-01.pdf” or “BankStmt_2025-05.pdf”). Limit attachments to common formats (PDF, JPG) and keep each file under the portal’s size limit (commonly 10–25 MB). If you must deliver sensitive documentation outside the portal, use certified mail to the corporate mailing address and mark the envelope “Attention: Loss Mitigation” or “Attention: Customer Care.” The corporate address (publicly listed) is Mr. Cooper Group, Inc., 8950 Cypress Waters Blvd., Coppell, TX 75019.

What to include — concise checklist for any inquiry

• Loan identifier: full loan number from statements (or last 4 digits if security limits apply) and full property address.
• Clear issue statement: e.g., “Requesting payoff statement as of 2025-09-15” or “Disputing escrow calculation for 2025 tax year.”
• Required verification: borrower name, contact phone, best time to call, and last four of SSN where required by portal.
• Attachments, labeled and dated: last 2 months of paystubs, last 2 months of bank statements, hardship letter (if applicable), and ID copy when requested.
• Preferred resolution and deadline: state the outcome you want (escrow reconciliation, error correction, payoff quote) and a reasonable calendar date for response (e.g., “Please respond by 14 calendar days”).

Practical message and subject-line templates

Use concise subject lines for faster routing inside Mr. Cooper’s systems. Examples: “Payoff Request — Loan 123456789 — Respond by 2025-09-15” or “Escrow Reconciliation Dispute — Loan 123456789.” The subject should include the loan number and the type of request so automated workflows and specialists see priority and context immediately.

Body template (short, copy/paste and adapt): “Borrower: Jane A. Doe. Loan #: 123456789. Property: 123 Main St, Anytown, TX 75000. Issue: Disputing escrow shortage shown on 2025-08 statement. Requested action: detailed escrow ledger and correction if misposted payments. Attachments: Escrow_ledger_2025-08.pdf, BankStmt_2025-07.pdf. Contact: ([email protected]) / cell (preferred): 555-555-5555. Please acknowledge receipt and provide expected resolution date.” Keep the message to the point; upload supporting documents rather than inserting images of checks.

Response expectations, legal timelines, and documentation best practices

Under RESPA and mortgage servicing guidelines, certain written communications (qualified written requests, or QWRs) require an acknowledgment within 5 business days and a substantive response within 30 business days in most cases. For dispute documents and loss-mitigation applications, servicers commonly acknowledge receipt within 1–3 business days and provide status updates every 15–30 days. If a matter is complex, expect a potential written explanation and a possible 15-business-day extension, which servicers must notify you about.

Document every contact: retain screenshots of portal confirmations, save PDF copies of uploaded documents, and note dates, names of phone representatives, and call reference numbers. If you send physical documents, use certified mail with return receipt—this creates an auditable chain of custody and is often decisive in disputes or timelines for foreclosure-avoidance options.

Escalation path and external complaint options

If you do not get a timely or satisfactory resolution via portal messaging and phone, escalate to a supervisor and request the “executive customer relations” or “mortgage servicing specialist” level. If internal escalation fails, file a complaint with the Consumer Financial Protection Bureau (CFPB) at https://www.consumerfinance.gov/complaint/—the CFPB forwards complaints to the servicer and tracks response times. You can also contact state regulators (look up your state’s banking or mortgage regulator) and, if applicable, the Department of Housing and Urban Development for FHA loans.

When escalating externally, provide the same documentation and timeline you used internally: copies of messages, portal confirmation IDs, dates of phone calls and names, and certified mail receipts. Clear, timestamped documentation reduces resolution time and strengthens your position for loan modifications, dispute corrections, or refund claims.

How do I file a complaint with Mr. Cooper?

Call us at 855-805-6993. If you’re unable to resolve your issue by chat or phone, you can also submit a Qualified Written Request (QWR). By downloading, completing, and returning this form.

How do I send documents to Mr. Cooper?

We have several options to submit your documentation:

1. Online: Sign in to your online account.
2. Email: [email protected].
3. Fax: 214-488-1993.
4. Mail: Mr. Cooper. Attn: Centralized Mod Department. PO Box 619097. Dallas, TX 75261.

How do you reach a live person at Mr. Cooper?

Call us at 833 – 685 – 2566. Find the phone number for Mr. Cooper customer service, payoff quotes, and other inquiries.

How do I email Mr Cooper about a loan modification?

[email protected]
Email: [email protected] Fax: 214-488-1993 Mail: Mr. Cooper Attn: Centralized Mod Department PO Box 619097 Dallas, TX 75261 Sending Your Mortgage Assistance Documents We have several options to submit your documentation: Online: Sign in to your …

How do I email Mr Cooper Research incoming?

[email protected]
Email us at [email protected]. Mail us a letter: Mr. Cooper PO Box 612488 Dallas, TX 75261 Send a fax to 972-459-1611. Requesting an Escrow Account To request an escrow account: Chat with us.

What is the email format for Mr. Cooper?

Mr. Cooper’s email format typically follows the pattern of [email protected]; this email format is used 95% of the time. Other contacts within LeadIQ’s database had email formats such as [email protected]@mrcooper.com.