<p>Your account was transferred because your previous servicer sold your loan to us, your new servicer. </p>
<ul>
<li>It is very common for mortgage loans to be sold between servicers. </li>
<li>Hundreds of thousands of loans change hands in this way every year.</li>
</ul>
<p>At Mr. Cooper, we’re determined to set a new industry standard for personal attention and customer satisfaction. We’ll do everything possible to make your transition smooth, simple, and transparent.</p>
<p>
      </p><div class="video">
    
  <h3 class="video__title">Why do mortgages get transferred?</h3>
            <a data-video-link="https://player.vimeo.com/video/837983252" id="video-player">
              <img id="video-link-thumbnail" class="video__thumbnail" src="https://storage.googleapis.com/apolloimage/images/apollo_mr_cooper/why-do-mortgages-get-transferred.jpg">
            </a>
          
</div><p></p>

Explains why your account was transferred

Why Your Account Was Transferred to Mr. Cooper

If you opened an escrow account as part of your loan agreement—or chose to open one to simplify your life—we will take care of your tax and insurance payments for you.
- View and [manage your escrow account](/servicing/escrow) online by signing in to your account.
- If you don’t have an escrow account with us but would like to set one up, please [contact us.](/contact_us)

For other escrow-related questions, please reference our [escrow support.](/help-center/escrow)


Explains that we handle established escrow accounts

Managing Escrow Payments for New Accounts

You’ll receive your first monthly statement **within 30 days** of your **funding or transfer date.**

Want access sooner? Sign in to your online account to [view your statement](/servicing/statements) as soon as it’s available. 
[Note]
**Note:** Our secure, automated phone system can also send you a one-time link to view your statement—just call 833-685-2565.
[/Note]

When new customers will receive their first monthly statement

Receiving Your First Monthly Statement

You can register to get access to your online account **within 7 days** of your official transfer date, or as soon as your loan application is approved.  
- If you **created** an online account **during the originations process,** you can use that same information. Get started [by signing in.](/signin)
- If you didn’t already [create an online account,](/accounts/new) all you need is your loan number, Social Security Number, and property ZIP code.


Download our secure mobile app in the [App Store](https://apps.apple.com/us/app/mr-cooper/id1114621467) or [Google Play](https://play.google.com/store/apps/details?id=com.mrcooper.apollo.beta&amp;hl=en_US) to manage your account anytime, anywhere.


How and when new customers can create an online account

Setting Up Your Online Account

New Customer Basics

If you had automatic draft payments scheduled with your previous servicer, the “goodbye” letter they sent you and the welcome letter from us will indicate if those automatic draft payments were transferred to us and will continue.

- If they **did transfer,** 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 transfer,** you can sign in to your account to quickly [set up AutoPay.](/servicing/payments/autopay/new)


How to know if automatic payments are transferring and what happens next

Automatic Payments for Transferred Accounts

You’ll need to **notify your insurance company** that your loan was transferred to us and that they’ll receive payments from us now. 

Give them your new loan number and have them update the mortgagee clause on your account to:

[Indent]
Nationstar Mortgage LLC    
Its Successors and/or Assigns    
PO Box 7729    
Springfield, OH 45501
[/Indent]

[Note]
**Note:** 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.
[/Note]

Provides instructions and details for updating homeowners insurance policies

Homeowners Insurance Changes for Transferred Accounts

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

[Indent]
**Credit**
- There are **no late fees or negative reporting** to the credit bureaus during the **first 60 days** after your transfer.    
(Your prior servicer is required to forward us any payments you make to them for 60 days after your transfer date.)

**Escrow**
- If you had an escrow account with your prior servicer, **we’ll continue** to make your tax and insurance payments promptly. Additionally, if there will be any changes to your escrow payment due to a recent escrow analysis, we’ll notify you.    
    - [Managing your escrow] (/servicing/escrow) is convenient from your online account. 
- We also provide [escrow support] (/help-center/escrow) to answer any questions you may have.

**Fees**
- There could be some changes in your fees. For more details, review our complete [list of fees.](https://storage.googleapis.com/apolloimage/images/Support/MRC/cooper_fees_general.pdf)

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

**Monthly Statements**
- You’ll receive your first monthly statement **within 30 days** of your **transfer date**.
- Want access sooner? [Sign in] (https://www.mrcooper.com/signin) to your online account to view your statement as soon as it’s available.

**Other Scenarios**
- If you had a workout or **modification** plan with your prior servicer, **we’ll continue it.** Just allow us up to 30 days from your transfer date to get all of the account information.
- If you were in the middle of **selling or refinancing** your home when the transfer occurred, you can [request a payoff quote](/servicing/payoff_quote_requests/new) once your information is in our system.

**Payments**
- Your prior servicer is **required to forward us** any payments you make to them for 60 days after your transfer date. 
[Note]
**Note:** Once 60 days have passed from your transfer date, please be sure the payments are sent directly to us at the new address provided in your Welcome Packet.
[/Note]
[/Indent]

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.](/help-center/payments/payment-options)
[/Indent]

Explains ways a loan transfer may affect you

How an Account Transfer Impacts You

You should have received a “goodbye” letter (Notice of Servicing Transfer) from your previous servicer when your loan was transferred to us. The letter should include your **official transfer date** and arrive around **15 days before** that date.
[Note]
**Note:** You can find copies of the letter(s) in the ["Miscellaneous"](/servicing/statements/misc) statements tab.
[/Note]
Around **2 weeks after your transfer date,** you’ll receive a Welcome Packet from us, which includes:
- your welcome letter;
- your new loan number;
- a payment coupon;
- our contact details; and
- other important information.



When and how you are notified of an account transfer

Notification of Account Transfer

If you’re one of the many customers being transferred from Flagstar: We’re so glad to have you in the Mr. Cooper family. 
As the largest servicer in America, we’re committed to giving you a first-class experience—starting with your transfer. **Our goal is to make this transition as easy and stress-free as possible.**     
Right off the bat, let’s cover a few things you may be wondering about:   
- **There will be no late payment fees for 60 days** from your transfer date.
- **The next payment will be due to Mr. Cooper** at the address provided in your Welcome Packet.     
*(If you already paid Flagstar, don’t worry, it will automatically transfer to us.)*
- If you were set up for **monthly automatic payments**, those payments will continue with us, and no further action is required from you.     
*(Note that there could be a slight delay in the first draft while we set everything up, but there won’t be any late payment fees for 60 days.)*
- **If you’re escrowed**, your escrow balance will automatically transfer to us, and we’ll begin making tax and insurance payments for you. 
[Note]
**_Note:_** You’ll need to notify your insurance company about the transfer and update the Mortgagee Clause on your policy—[here’s how] (/help-center/new-customer/homeowners-insurance-changes).
[/Note]

*Want to jump straight to your specific information? **[Visit our Welcome page] (/welcome)**.*
- *If the transfer is complete, you can create your new online account from there.* 
- *If it’s still in process, we’ll show you the date when you’ll have full account access.*         

*Not a Flagstar customer? Our **[Welcome page] (/welcome)** also has your transfer information.*

###Your Next Steps###
[Indent]
There are only a few steps you’ll need to take—we’ve got the rest covered:
    
1. If the account is escrowed to pay your taxes and/or insurance, [notify your homeowners insurance company] (/help-center/new-customer/homeowners-insurance-changes) that they’ll receive payments from us and have them update the Mortgagee Clause to the following:
[Indent]
Nationstar Mortgage LLC    
Its Successors and/or Assigns    
PO Box 7729    
Springfield, OH 45501
[/Indent]

2. If you make payments using your [bank’s “Online Bill Pay,”] (/help-center/new-customer/updating-your-banks-bill-pay) update the payee information to the following:
[Indent]
Mr. Cooper   
PO Box 650783    
Dallas, TX 75265    
[/Indent]

3. [Create your online account] (/accounts/new) to easily manage your account at any time.
    - You can register to get access to your online account **within 7 days** of your official transfer date. 
    - Once you’ve created an account, you can download our **[secure mobile app] (/mobile_app)**. With our app in your pocket, stress-free homeownership is at your fingertips.
[/Indent]

###Your Transfer Details: Flagstar Customers###
[Indent]
- If you were set up for **monthly** automatic payments, those payments **will continue** with us, and no further action is required. 

[Note]
**_Note:_** There may be a **delay in the first draft by up to 10 days** but there **won’t be any late fee or negative credit impact**. After that, payments will be drafted on the regular date.
[/Note]

- You will have a new loan number, which is included in your [welcome letter] (/help-center/new-customer/notification-of-account-transfer). 

[Note]
**_Note:_** Lost your letter? No problem! You can use your old loan number to access your specific transfer information on our **[Welcome page] (/welcome)**.
[/Note]
[/Indent]

###General Transfer Information    
[Indent]
These are some of the most important things to know about account transfers:    

**Credit**
- There are **no late fees or negative reporting** to the credit bureaus during the **first 60 days** after your transfer.   
(Your prior servicer is required to forward us any payments you make to them for 60 days after your transfer date.)

**Escrow**    
- If you had an escrow account with your prior servicer, **we’ll continue** to make your tax and insurance payments promptly. Additionally, if there will be any changes to your escrow payment due to a recent escrow analysis, we’ll notify you.
    - [Managing your escrow] (/servicing/escrow) is convenient from your online account. 

- We also provide [escrow support] (/help-center/escrow) to answer any questions you may have.

**Monthly Statements**
- You’ll receive your first monthly statement **within 30 days** of your **transfer date**.
- Want access sooner? [Sign in] (/signin) to your online account to view your statement as soon as it’s available.

**Paperless Delivery**
- If you are enrolled in paperless delivery for one or more Flagstar Bank statements or documents, you will be enrolled in paperless delivery for all statements and documents with Mr. Cooper. 
- You will be able to change your paperless election in your new Mr. Cooper online account within 10 days.

**Fees**
- There could be some changes in your fees. For more details, review our complete [list of fees] (https://storage.googleapis.com/apolloimage/images/Support/MRC/cooper_fees_general.pdf).

**Loan Terms**
- The terms of the 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 prior servicer.

**Other Scenarios**
- If you had a workout or **modification** plan with your prior servicer, **we’ll continue it**. Just allow us up to 30 days from your transfer date to get all of the account information.
- If you were in the middle of **selling or refinancing** your home when the transfer occurred, you can [request a payoff quote] (/servicing/payoff_quote_requests/new) once your information is in our system.

**Payments**
- Your prior servicer is required to forward us any payments you make to them for 60 days after your transfer date.

[Note]
**_Note:_** Once 60 days have passed from your transfer date, please be sure the payments are sent directly to us at the new address provided in your Welcome Packet. 
[/Note]
[/Indent]

###The Mr. Cooper Difference
[Indent]
We’re not your average mortgage company, so we don’t provide average service.    
Here are few things you can look forward to with us: 
- You’ll have access to an *upgraded digital experience* when you [**create your online account**] (/accounts/new), including our award-winning [**mobile app**] (/mobile_app).
- We have multiple—and free!—[payment options] (/help-center/payments/payment-options) to suit your needs, including online, [Monthly AutoPay] (/help-center/payments/managing-automatic-payments), [Biweekly AutoPay] (/help-center/payments/biweekly-autopay), [phone] (/help-center/payments/paying-by-phone), and more. 
- We make your annual [**escrow analysis**] (/help-center/escrow/escrow-analysis-escrow-review) easy to understand.
- Our [**Help Center**] (/help-center/), [**Blog**] (https://www.mrcooper.com/blog/), and [ChatLink]**Chat**[/ChatLink] can help you find quick answers.    
*Live Chat agents are available during [**business hours**] (/help-center/account-help/operating-hours-holidays), and our virtual assistant can help you 24/7.*
- Best of all, we’re always working to create a better experience for our customers by making enhancements to our systems and processes.

Describes what you can expect from Mr. Cooper as your new mortgage servicer

Transferred Flagstar Customers: Welcome to Mr. Cooper!

To continue using your bank’s “Online Bill Pay” service, you will need to change the payee information to the following:

[Indent]
Mr. Cooper  
PO Box 650783  
Dallas, TX 75265
[/Indent]

[Video]
  [VideoTitle]What is the difference between AutoPay and automatic bill pay?[/VideoTitle][VideoThumbnail src="https://storage.googleapis.com/apolloimage/images/apollo_mr_cooper/what-is-the-difference-between-AutoPay-and-automatic-bill-pay.jpg"]https://player.vimeo.com/video/866985953[/VideoThumbnail]
[/Video]

Provides details for updating online bill pay

Updating Your Bank’s Online Bill Pay for Transferred Accounts

Your account was transferred because your previous servicer sold your loan to us, your new servicer. 
- It is very common for mortgage loans to be sold between servicers. 
- 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. We’ll do everything possible to make your transition smooth, simple, and transparent.

[Video]
  [VideoTitle]Why do mortgages get transferred?[/VideoTitle][VideoThumbnail src="https://storage.googleapis.com/apolloimage/images/apollo_mr_cooper/why-do-mortgages-get-transferred.jpg"]https://player.vimeo.com/video/837983252[/VideoThumbnail]
[/Video]

Transfer Customer

Get in touch with our team — we’re here to help!

contactus

Connect With Mr. Cooper

View activity & make or edit any type of payment.

payments

Payments & Payoffs

View, download, or print your account statements.

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Statements & 1098/1099

Manage all insurance & tax details for your mortgage.

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Escrow, Taxes, & Insurance

Info for new and recently transferred customers.

new-customer

New Customer

View common mortgage assistance solutions.

mortgage-assistance

Mortgage Assistance

Get help and support for your Mr. Cooper account.

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Account Help

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Homebuying Guide

Refinancing doesn’t have to be difficult. Our experts make the process quick & easy.

Why Your Account Was Transferred to Mr. Cooper

Why do mortgages get transferred?

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