During a two-day period, an unauthorized party gained access to files containing sensitive personal information about current and former customers. We understand the seriousness of this situation, and we want to be transparent with you about the incident, the immediate actions we took, and the long-term measures we are putting in place to ensure your information remains secure.
Understanding the Breach: The Nature of the Incident
Upon discovering the breach, we immediately began an investigation to understand the scope and nature of the unauthorized access. The breach occurred over a two-day period and impacted certain files containing personally identifiable information (PII), such as names, addresses, and other related details. We want to emphasize that no financial information, including mortgage payment details or account balances, was compromised during the breach.
Despite the targeted data not including critical financial information, we know that the exposure of any personal data can cause concern. We deeply regret any distress this may have caused, and we remain focused on resolving the issue and ensuring that our customers’ information is protected moving forward.
Our Immediate Response: Taking Action to Secure Your Data
As soon as the breach was detected, we took immediate action to contain the incident and minimize its impact. Here’s a breakdown of the steps we took:
- System Isolation and Security Enhancements
Our cybersecurity team acted quickly to identify and isolate the affected systems, preventing any further unauthorized access. We immediately implemented additional security measures, including advanced encryption protocols and strengthened access controls, to ensure that our systems were fully secured. We also conducted a full security audit to identify any vulnerabilities that may have contributed to the breach. - Customer Notification and Support
We recognize that communication is critical in times like these, and as soon as we confirmed that customer data had been accessed, we notified all affected individuals. Each impacted customer was contacted directly, and they were provided with clear guidance on how to protect themselves. We also set up a dedicated support line to address questions and offer assistance to anyone who needed help during this time. - Law Enforcement Collaboration
As soon as we were aware of the breach, we notified law enforcement, who is actively investigating the incident. We are fully cooperating with the authorities and providing all relevant information to support their efforts. Our goal is to ensure that the individuals responsible for this breach are held accountable for their actions. - Offering Credit Monitoring and Identity Protection Services
In response to the breach, we are offering all affected customers free credit monitoring and identity protection services. These services will help our customers monitor their credit for any signs of fraudulent activity and take immediate action if needed. We are committed to supporting our customers through this process and providing the resources necessary to protect their identities.
Long-Term Actions: Building a Stronger Cybersecurity Infrastructure
We are taking this breach as an opportunity to enhance our cybersecurity measures and build a more resilient system to safeguard your personal information moving forward. Here are the long-term steps we’re taking to ensure this type of incident does not happen again:
- Investing in Cutting-Edge Security Technology
We are expanding our cybersecurity infrastructure with the latest technology designed to detect and respond to threats in real time. This includes deploying artificial intelligence (AI) and machine learning (ML) tools that can predict, identify, and mitigate potential security risks before they can cause harm. These advanced systems will help us stay ahead of emerging cyber threats. - Strengthening Authentication and Authorization Systems
One of the key actions we are taking is implementing stronger authentication and access control measures across our systems. This includes the adoption of multi-factor authentication (MFA), which requires multiple forms of verification before users can access sensitive data. This added layer of security will significantly reduce the risk of unauthorized access. - Regular Security Audits and Penetration Testing
To ensure our systems remain secure, we will continue to conduct regular security audits and penetration testing. These proactive measures will allow us to detect and resolve any vulnerabilities before they can be exploited. Working with third-party experts, we will run simulated attacks to test our defenses and ensure they meet the highest standards. - Enhanced Employee Cybersecurity Training
We are providing additional training for our employees to help them recognize and avoid common cybersecurity threats such as phishing and social engineering attacks. Ensuring that our team is well-versed in best practices for data security is critical to preventing breaches and maintaining the integrity of our systems. - Transparent Communication and Continuous Updates
We understand that our customers rely on us for transparency, and we are committed to providing ongoing updates about the actions we’re taking to improve our security. As we enhance our defenses, we will continue to communicate these efforts and keep our customers informed about any further developments related to this incident.
Supporting Our Affected Customers: Offering Tools to Protect Your Identity
We are fully aware of the impact that such a breach can have on our customers’ sense of security. To help affected individuals protect their personal information, we are offering a range of services designed to detect and resolve identity theft:
- Free Credit Monitoring Services
We are providing free credit monitoring services to all affected customers. These services will allow you to monitor your credit report in real time, receive alerts if there are any changes, and take immediate action if suspicious activity is detected. - Identity Theft Insurance
In addition to credit monitoring, we are offering identity theft insurance to help cover the costs associated with recovering from identity theft. This includes legal fees, recovery services, and other related expenses. - Fraud Resolution Assistance
Our team is available to assist customers who believe their identities may have been stolen. Our fraud resolution specialists can help you navigate the process of reporting and recovering from any potential fraud or identity theft that may occur. - Education on Personal Cybersecurity
We are also providing educational resources to help customers protect their personal information. These resources cover how to identify phishing attempts, how to securely manage passwords, and how to set up fraud alerts on your accounts. We want to empower our customers with the knowledge they need to protect themselves.
What You Can Do: Taking Steps to Safeguard Your Data
In addition to the measures we are taking, we encourage our customers to take personal steps to protect their data. Here are a few tips for safeguarding your information:
- Monitor Your Credit Reports
Regularly check your credit reports for any unusual activity or unfamiliar accounts. You can get free reports from all three major credit bureaus once per year by visiting AnnualCreditReport.com. - Be Aware of Phishing Scams
Phishing scams are a common tactic used by criminals to steal personal information. Be cautious when receiving unsolicited emails, phone calls, or text messages that ask for your personal details. We will never ask for sensitive information via email or text. - Place Fraud Alerts or Credit Freezes
Consider placing a fraud alert or credit freeze on your credit report. This will make it harder for identity thieves to open new accounts in your name. A fraud alert notifies potential creditors to verify your identity before extending credit. - Update Passwords Regularly
Change your passwords regularly and use complex, unique passwords for each of your accounts. Enabling two-factor authentication (2FA) adds an extra layer of security.
Our Promise to You: Moving Forward with Confidence
At Mr. Cooper, we are deeply committed to ensuring the safety and security of your personal information. We take full responsibility for this breach, and we are doing everything in our power to learn from this incident and strengthen our cybersecurity defenses.
We are confident that the proactive measures we are implementing will make our systems stronger and more resilient than ever before. Thank you for your understanding and trust as we work to rebuild and ensure that your information is safe.
