Upon learning of this incident, we immediately took steps to identify and remediate it, including locking down our systems, changing account passwords, and restoring our systems. We initiated a detailed review to identify personal information contained in the impacted files as part of the incident. We are also monitoring the dark web and have not seen any evidence that the data related to this incident has been further shared, published, or otherwise misused.

Data involved varied by individual and may have included: name, address, phone number, Social Security number, date of birth, and bank account number. It is important to note that less than one percent of impacted customers had bank account numbers contained in the files that were affected by this incident.

Following the incident, Mr. Cooper mailed a letter to every impacted individual with details on the data of theirs that was involved.

Mr. Cooper is monitoring the dark web and has not seen any evidence that the data related to this incident has been further shared, published, or otherwise misused. It’s always prudent to monitor your accounts and follow best practices to keep your data secure.

We offered free credit monitoring and identity protection services to any former or current (as of Oct. 31, 2023) Mr. Cooper customers or customers whose loans we service on behalf of our servicing partners. We are continuing to monitor the dark web and have not seen any evidence that the data related to this incident has been further shared, published, or otherwise misused.

To request a new TransUnion code, please email us at [email protected] and provide the following information:

• First & Last Name
• Loan #
• Email Address
• Reason for new code request (Lost prior code; Prior code not working or expired; Never received a code)

Mr. Cooper is committed to supporting our customers and offered free credit monitoring and identity protection services to any former or current (as of Oct. 31, 2023) Mr. Cooper customers or customers whose loans we service on behalf of our servicing partners. To request a new TransUnion code, please email us at [email protected] and provide the following information:

• First & Last Name
• Loan #
• Email Address
• Reason for new code request (Lost prior code; Prior code not working or expired; Never received a code)

Credit monitoring can be set up at mytrueidentity.com using the code provided in the letter. Codes are active for 90 days from when the letter was mailed. If your code has expired, you can request a new TransUnion code by emailing us at [email protected] and providing the following information:

• First & Last Name
• Loan #
• Email Address
• Reason for new code request (Lost prior code; Prior code not working or expired; Never received a code)

It is always best to be cautious when sharing any personal information over the phone. Mr. Cooper will never call you and ask for banking information or a Social Security number in order to validate your identity. If you’re ever uncertain that the person you’re speaking with is legitimate, hang up and contact your mortgage company directly. You can find their contact information on your billing statement.

Mr. Cooper, formally known as Nationstar Mortgage LLC, is a mortgage originator and servicer. We support our own customers and customers of some of the largest mortgage companies in the United States. While you may not be familiar with the Mr. Cooper brand, your mortgage may have been serviced by Mr. Cooper in the past or they may be the servicing partner of your mortgage company.