Consumer complaint received 2024-12-21 00:00:00
Product: Mortgage — FHA mortgage
Issue: Closing on a mortgage — Closing disclosure or other related disclosures
Company: Mr. Cooper Group Inc.
State: CA

Complaint narrative:
Data breach Mr Cooper XX/XX/XXXX. XXXX XXXX XXXX  XXXXXXXX XXXX XXXX  XXXX Mr. Cooper XXXX XXXXXXXX XXXX XXXX XXXX XXXX, MI XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX XX/XX/XXXX Notice of Data Breach Dear XXXX XXXX, Nationstar Mortgage LLC ( XXXX Mr. Cooper XXXX writes to inform you of a data security incident at Mr. Cooper that may have involved some of your personal information. If you are not familiar with the Mr. Coope brand : Your mortgage mav have been previousiv acquired or serviced by Nationstar Mortgage LLC o ' XXXX XXXX XXXX ; Your mortgage is or was serviced by a sister brand ' ; Mr. Cooper may be or previously was the servicing partner of your mortgage company ; or You previously applied for a home loan with us.

Although we have no evidence at this time that your information has been misused for identity theft or Traud as a result of this incident, we are contacting you to explain the circumstances of this event, and to provide information about the service we will provide to help you protect yourself. 
What Happened? 
On XX/XX/XXXX, Mr. Cooper detected suspicious activity in certain network systems. Immediately upon detection, we initiated response protocols, launched an investigation with the assistance o cybersecurity experts to determine the nature and scope of the incident, and contacted law enforcement. 
We also made the decision to shut down our systems to contain the incident and in an effort to protect our customers information. Through our investigation, we determined that there was unauthorized acces : to certain of our systems between XX/XX/XXXX and XX/XX/XXXX. During this period, we identified that files containing personal information were obtained by an unauthorized party. 
What information was Involved? 
The personal information in the impacted files included your name, address, phone number, email address, Social Security number, date of birth. 
What We Are Doing. 
we take the security or the data entrusted to us very seriously. 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 ^ Sister brands include XXXX XXXX XXXX XXXXXXXX XXXX, XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX information contained in the impacted files as part of the incident. We are 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. We are also further enhancing the security of our systems to help Prevent Incidents like XXXX XXXX XXXX in the tuture To help relieve concerns following this incident, we are providing you with access to XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Credit Score services at no charge . These services provide you with alerts when changes occur to your credit file for 24 months from the date of enrollment. This alert is sent to you the same day that the change or update takes place with the bureau. Finally, we are providing you with proactive fraud assistance to help with any questions that you might have or in the event that you become a victim of fraud. These services will be provided by XXXX through XXXX XXXX, a XXXX company specializing in fraud assistance and remediation services. 
What You Can Do. 
We encourage you to enroll in free identity protection services by logging on to www.mytrueidentity.com and following the instructions provided. When prompted, please provide the following unique code to receive services : XXXX. 
Please note that we are unable to independently take this step for you. In order for you to receive the monitoring services described above, vou must enroll within 90 days from the date of this letter. The enrollment requires an interne connection and e-mail account and may not be avallable to minors under the age of lo years or age Please note that when signing up for monitoring services, you may be asked to verify personal information for your own protection to confirm your identity You will need to reference the

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation