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Carrington Mortgage Services LLC

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Reviews Real Estate, Real Estate Agent, Mortgage Broker Carrington Mortgage Services LLC

Carrington Mortgage Services LLC Reviews (1449)

Late Fee Difficulties
My mortgage was transferred to Carrington Mortgage Services in March 2022 and I've had difficulties with the company ever since. Not only did I not receive notice of the transfer, but the company's first written communication to me was a notice to foreclose. This occurred several months after the transfer because my prior lender forwarded my payments for a time. After calling Carrington to correct the issue, including addressing any late fees applied, I was told it was their policy to only review written customer requests by fax or mail. After escalating the issue, I was told once my account was brought current that I could call back to have them waived over the phone. I brought my account current within 30 days and called back, but was told because I pay more than my monthly amount the late fees were paid and no longer available to be waived without submitting a written request. After additional escalations, I was given an "unapplied funds" solution in the amount of the fees assessed. I am still following up with the company to confirm this solution was accepted and to have the amount applied to my account as I wish.

The only reason Carrington would have such a policy is to filter out customers who are unwilling, and unable, to go through all the effort to submit and follow-up on these requests. Not having a verbal or electronic solution for fee waivers is unacceptable and should be reviewed for unfair and abusive acts and practices.

Worst Cash Out/Refinance Closing
Carrington Mortgage is just like a fast used car dealership. Fast talking, shows all the shinning things and makes a lot of promises. Unfortunately with the fast smooth talking points a lot is missed by a customer. Paying for points should be an initial talking conversation especially if you have good credit. Customers should not need to keep contact loan originator or process or for more updates. Truth in lending, such as a cash out refinance. One does not have to pay off creditors, that's something they do not tell you until day of signing at closing. Then to add injury to insult, they (Carrington Mortgage) send you checks for you to mail out to your creditors after you just paid an enormous amount of money for closing fees. I would not recommend Carrington Mortgage for any other services. I had to call to ensure my closing date and time. I had to call to get my location for our closing and my notary was late. I was not provided a copy until a much later date. This will be the last time I ever use this company.

Carrington has abused this poor elderly lady over insurance disbursements
I have performed insurance work on Carrington Mortgage companies client' s home. Back in March an inspector came and inspected my work and deemed me to be 80% complete. Then Carrington released the partial funds from the insurance company to the roofer, who had not stepped foot on the property nor delivered any materials! I was paid nothing. Carrington admitted to their mistake of paying the wrong contractor but offered no correction of he mistake. The client graciously paid some out of her pocket. I was owed around $51, 000.00 and client was able to pay me $19, 000.00. I received another $12, 000.00 and I'm still owed the remainder of my contract and the rest of the money Carrington is holding belongs to my client to reimburse her the money she paid out of her pocket.
Now the work has been completed since early June and every time we call to get an update, it's always something new! Updated Conditional Lien Release Waiver( I have sent three final ones), third party authorization form(we have sent two and many verbal from client). Last week 7/28/2021, everything was in order and I was told to check back this week to see if it was being released. Today I was told same old thing, need an updated conditional lien release wavier, and they cannot talk to me because they need another third party authorization form.
This money isn't even theirs! It was approved and paid through her insurance company. We had to endorse insurance check and send to Carrington, because we follow rules. Now they are dragging this poor elderly lady through the mud. She just lost her husband 1.5 years ago and then last September lost her son during the hurricane that damaged her home. I have been having to help her navigate through this whole process because it's too much for her. Her late husband always took care of things like this. Now I am left with no choice but to file a lien. Now there will be additional fee's and cost to do this. If I do not file a lien I will lose all rights to my money. Do you think Carrington cares that this poor lady will have to pay even more now? They are heartless and I wouldn't finance a dog house with Carrington. Shame on them! Their not worthy of one star!

Attached please find a copy of our response letter to this complaint which was sent to the borrower today.Sincerely yours, [redacted] Customer Advocate [redacted] [redacted] ** ***Office: [redacted] April3, [redacted] [redacted] ***RE: Loan No.: [redacted] Complaint I.DNo.: [redacted] Property Address: [redacted] ***Dear Mr& Mrs [redacted] :The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") isin receipt of your complaint filed with the Revdex.com received in our officevia email on March 13, CMS is committed to responsible lending and servicingand we would like to address any concerns you may haveThe following is our responseto the issue( s) raised in the inquiry.As you are aware, our Customer Service Research Department originally received aninquiry from you on March 11, 2015, which raises the same issues as this complaint.Accordingly, the loan was researched and a response was sent to you by CMS on March16, A copy of this response is attached for your ease of reference.At the outset, please note that the servicing of this Federal Housing Administration("FHA") insured loan was transferred from [redacted] Inc("Citi") to CMS onNovember 4, At the time of the service transfer your loan was contractuallycurrent and showing due for the December 1, 2014.A review of our records found that the total amount of mortgage interest that was paidduring the calendar year was $Because you paid less than $ofmortgage interest during the year, CMS is not required to issue you an InternalRevenue Service ("IRS") I form ("Year End Mortgage Interest Statement").While CMS is unable to provide you with tax advice, we encourage you to access theIRS's Tax Information for Homeowners publication online at [redacted] which outlines the minimum interest paidrequirement of $This information can be found on Page seven (7), column three(3), Mortgage Interest Statement that reads as follows:If you paid $or more of mortgage interest {including certain points andmortgage insurance premiums) during the year on any one mortgage to amortgage holder in the course of that holder's trade or business, you shouldreceive a Form or similar statement from the mortgage holderThestatement will show the total interest paid on your mortgage during the year.Should you have any further questions regarding whether you may claim the mortgageinterest of$that was paid towards your loan in 2014, we encourage you to consulta tax professional of your choice.Based on the foregoing, we believe the record is clear that CMS has properly servicedyour loan and is not required to issue a Year End Mortgage Interest Statement for interestpaid on amounts less than $Nevertheless, CMS created and sent you a forinterest paid on or about March 25, 2015, and a copy is attached for your ease ofreferenceShould you wish to further discuss any aspect of your loan, we encourage youto contact our Customer Service Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIfyou have any further questions, please contact the undersigned at [redacted] ,Monday through Friday, 8:00AM to 5:00PM, Eastern Time.Sincerely, [redacted] Customer Advocate?

We wrote you earlier this month about Carrington Mortgage Services and the poor services they were giving us and received the ID [redacted] We sent the March payment on 4th of March and as yet we have not seen it applied to our transaction activity nor have we seen it come through our bank accountWe will be paying off this account as of the 18th of this month which will leave an escrow account of over $2,at time of payoffTo add salt to the wounds they informed us it would take to days to receive the escrow which is our money once the balance owed is paidThey have the money and will have no reason to keep it since the mortgage will paid off before the taxes are due and instead of their using the escrow to pay the first half of taxes on our property they need to give us the escrow amount so that we can pay the property taxes in person with our returned escrow moniesThey even want us to pay an $fee for recording costI would like to know why we have to pay that as we are not starting a mortgage but rather closing one and their responsibility to record the closing of the accountThe money is in the mortgage account and it should not take to days to write a check and send it to us since it is our money not theirs.Desired Outcome: The escrow account should be returned asap when they receive our payment in full where the mortgage is concerned which means they will not be handling our account when the taxes are due in May and all escrow monies are to be returned to the customer, they have I'm sure made interest off our monies and now we just want to be free of them in our lives and to be treated with respect and have our money back in our hands

[redacted] *** RE: Loan No.: [redacted] Property Address: [redacted] *** Revdex.com Complaint No.: [redacted] Dear Mr& Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on October 17, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry Please be advised that our Customer Advocacy Department initially received your complaint addressed to our Office of the President on October 9, which raises the very same issues as this complaint Accordingly, the loan was researched and the attached response was sent to your attention via email by our Customer Advocacy Department on November 7, We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at ###-###-####, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 54285, Irvine, CA 92619-4285, or calling ###-###-#### Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 9:p.mEastern Time, Monday through FridayYou may also visit our website at myloan.carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD STATEMENT- Pursuant to section of the Housing and Community Development Act of 1987, you may have the opportunity to receive counseling from various local agencies regarding the retention of your home You may obtain a list of the HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number at ###-###-#### -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Service Members Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at ###-###-#### -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting the Customer Service Department at ###-###-####, Monday through Friday, 8:a.mto 9:p.mEastern Time or by mail at P.OBox 54285, Irvine, CA –

November 6, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Case No.: [redacted] Primary Borrower: [redacted] Property Address: [redacted] Dear Mr***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com received in our office via e-mail on October 28, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your rebuttal, you allege that your loan was transferred from [redacted] (“***”) to CMS but that CMS has not provided you with any mortgage statements since the effective date of service transfer despite your prior verbal requestsAlso, you state that you do not have access to your CMS online account and are therefore unable to confirm the correct amount of your monthly mortgage paymentsAs a result, your desired resolution is for CMS to provide you with monthly mortgage statements and to allow you access to your online account At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, At the time of the service transfer your loan was contractually current and due for the April 1, payment As a preliminary matter, please know that CMS’s policy is to cease any and all attempts to collect a debt pursuant to United States Bankruptcy laws on all active or discharged bankruptcy casesThe purpose of this policy is to protect CMS’s customers and to prevent any implication or misinterpretation that CMS may be attempting to collect a debt improperlyBased on a review of your account, our notes confirm that is the reason why CMS is not sending you monthly mortgage statements Upon further review, CMS’s Bankruptcy Department has confirmed that you were not the petitioner in the Chapter bankruptcy filed on September 30, 2011, case number [redacted] , in the United States Bankruptcy Court Western District of [redacted] When your loan transferred from your prior servicer, CMS inadvertently updated your account to reflect that you had filed the aforesaid Chapter bankruptcy and had been discharged of your mortgage debtAs a result, CMS immediately ceased any and all attempts to collect a debt including sending you monthly mortgage statementsCMS sincerely apologizes for this inadvertent error and for any inconveniences you may have experienced as a result That said, please accept this correspondence as confirmation that CMS has removed the bankruptcy discharge flag from your account, corrected the last twenty-four (24) months of your credit report with all major credit reporting bureaus ( [redacted] , [redacted] , and [redacted] ), and updated your account so you can receive monthly mortgage statements going forwardPlease do allow for up to thirty (30) days for the credit bureaus to update and correct your credit reportAdditionally, please note that your online account is currently unlocked and that you have the ability to access your account information by visiting our website at [redacted] As a reminder, by accessing your online account you are also able to view your recent payment history, download a copy of your most recent billing statement or escrow analysis, or make a mortgage paymentLastly, if you need assistance resetting your online account password please contact our Customer Service Department directly by calling [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern Time As of the date of this correspondence, your payment history reflects that your account is paid through October and due for the November 1, payment in the amount of $For your reference, attached hereto as Exhibit “A” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions Furthermore, we would like to take this opportunity to remind you that all payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your accountAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit bureaus as delinquentConsequently, we strongly encourage you to remit your monthly mortgage payments to CMS on or before the due date to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment In closing, we again sincerely apologize for CMS’s inadvertent error and for any inconveniences you may have experienced as a resultNevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

May 12, [redacted] ** [redacted] RE: Complaint No.: [redacted] MLD Loan No.: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 21, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiryAs we understand your complaint, you allege that you applied for a U.SDepartment of Agriculture (“USDA”) guaranteed loan with CMS and during your application process CMS ran your credit profile on more than one occasion You go on to say that you later discovered through another source that the USDA will not consider any loan applicants with a credit score of less than Therefore, you do not understand why CMS ran your credit profile more than once, as your credit score was less than Finally, you state that you believe your credit score has been negatively affected due to these inquiries by CMSAs a preliminary matter, please note that the minimum credit score for a USDA guaranteed loan is In addition, the USDA has specific requirements and limitations for applicants with credit scores ranging from to Upon review, our records show that on June 23, 2015, you contacted CMS and indicated you wanted to apply for a purchase loan in the amount of $122, At the time, you informed the Loan Officer that you were shopping for a loan and authorized CMS to pull your credit to determine potential loan qualifications This credit report showed credit scores below but above As you are aware, your credit report also showed some adverse credit information that included collections and charge offs after a bankruptcy The Loan Officer explained that you would not qualify for a loan based on the adverse credit information on your credit report You informed the Loan Officer that you would be disputing the collection accounts as they had been paid The Loan Officer provided you credit report contact information to help with your credit dispute process Subsequently, on September 23, 2015, you contacted CMS again and indicated you had resolved the disputed collection items on your prior credit report In addition, you stated that you were shopping for another property Subsequently, on December 28, 2015, you informed the Loan Officer that you were interested in purchasing a property with a sale price of $149,000.00, and you authorized CMS to pull your credit report to determine potential loan qualifications This credit report still showed credit scores below but above The Loan Officer provided you two loan options through Federal Housing Administration (“FHA”) and USDA You decided to go through USDA loan as the estimated payment amount was slightly lower than FHA However, the loan amount increased to $153,213.00, and you mentioned that the payment amount would be too high for you based on your current incomeSubsequently, on December 29, CMS sent you a Statement of Credit Denial, Termination, or Change that states you application was denied due to Credit Application Incomplete Attached for your ease of reference is a copy of this letterBased on the forgoing, we believe the record is clear that CMS properly reviewed both of your loan applications in accordance with USDA lending guidelines Furthermore, the records show that you provided CMS authorization to run your credit report on June 23, 2015, and again on December 28, for the purpose of purchase money loan applications In light of this information, please be advised that CMS denies, generally and specifically, all claims and allegations of wrongdoing contained in your correspondence Simply put, your claims and allegations have no basis in fact or law, and therefore are completely without meritWe trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific TimeSincerely, [redacted] Customer Advocate CC: Revdex.com

September 8, Original response sent via EMAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Property Address: [redacted] , [redacted] Dear Mrand Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on August 22, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you state that you requested a copy of the property survey that was completed when you purchased the property and that CMS provided you with a seventy-two hour response timeYou go on to state that you did not receive your property survey within the seventy-two hour response timeframe provided and had to submit a second request to CMS for the property survey On August 16, 2016, you called CMS stating that you were selling your home and requested a copy of the property survey that was completed at the time you purchased your homeWhile the CMS associate was submitting your request you asked to have the property survey sent to your new mailing address of [redacted] , [redacted] and provided a contact number of [redacted] in the event that CMS needed to contact you regarding your requestThe CMS associate then stated that it would take up to seventy-two hours to complete your requestOn August 17, 2016, your request was completed; however, our review reflects that, due to an inadvertent clerical error, the property survey was mailed to the property address at [redacted] , [redacted] instead of the address to which you had requested it be sentWe sincerely apologize for any inconvenience this may have caused On August 19, 2016, you called CMS to follow up on the previous phone call you made on August 16, After stating that your request was a time sensitive matter, the CMS associate stated the she would submit a new request and offered to have the property survey faxed or emailed to youShe stated that your request would take up to seventy-two business hours to complete and that this would be treated as a new request because the request from August 16, had already been completedIn response, you requested to be transferred to a supervisor in an attempt to expedite your request After your call was transferred to our Customer Service Escalation Team, you were again advised that all requests have up to a seventy-two hour turnaround timeframe and that requests are handled in the order that they are receivedThe Escalation Associate further clarified that it was not possible to place an expedited request for documentsAlso, you were advised that if you did not provide a specific method by which you wished to receive your document your request would be sent via regular mailYou then requested to have your property survey sent via fax to [redacted] at [redacted] On August 23, 2016, your request was complete and the property survey was faxed to [redacted] ***Regrettably, due to an independent and separate inadvertent clerical error, it appears that the fax sent on August 23, did not include the property survey; instead, the fax contained only a copy of the appraisal completed at originationAgain, CMS apologizes for any inconvenience this may have causedIn an effort to correct this inadvertent clerical error, we are attaching a copy the property survey to this correspondence for your records On August 23, 2016, CMS received payoff funds in the amount of $63,As a result, your loan reflected an escrow refund of $1,that was scheduled to be refunded to you within thirty daysBecause CMS did not receive a request to update your mailing address, on September 7, 2016, I personally attempted to contact you at [redacted] in an effort to update your mailing address before the refund was issuedLater that same day, the escrow refund check in the amount of $1,was issued and mailed to Chicago Avenue, [redacted] *** On September 8, 2016, I placed another call to [redacted] and left a message for you to return my callAdditionally, I sent a message to you via email at [redacted] requesting a return call from you In closing, we would like to encourage you to contact us at [redacted] should you fail to receive the escrow refund check Please note that CMS endeavors to provide our customers with the best customer service possible and would like to take this opportunity to sincerely apologize for any miscommunication and inconvenience you may have experienced We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***, [redacted] *** TEXAS: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted] *** A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted]

May 19, Original response sent via regular mail [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] ***, [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 19, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiryAs we understand your complaint, you state that you made a mortgage payment via your CMS online payment account on April 14, and that your payment transaction was not processed because CMS inadvertently entered an incorrect account numberYou go on to say that you called CMS on April 18, to make your April 1, mortgage payment and to have the late charge waived from your accountDuring your phone conversations on April 18, 2016, you state that the CMS representatives were unprofessional, rude, and unwilling to transfer your call to a CMS supervisorAs a result, your desired resolution is for CMS to waive the late charge from your account, accept your April 1, mortgage payment, and provide all customers with a professional customer service experienceAs a preliminary matter, on April 14, our records indicate that you authorized a payment transaction via your CMS online account in the amount of $1,which was intended to be applied to your April 1, mortgage paymentThereafter, on April 18, 2016, our records indicate that your payment was rejected due to CMS being unable to locate your bank account using the information you provided during your April 14, online payment transactionResultantly, CMS sent you a Payment Rejection Letter on April 19, advising you that your payment was rejected due to CMS’s inability to locate your account and to call CMS with any questions or concerns you may haveFor your reference, attached hereto as Exhibit “A” please find a copy of the April 19, Payment Rejection LetterMore specifically, during your April 14, online payment transaction, you entered a bank account number of “ [redacted] ” – a twelve (12) digit number – whereas your correct bank account number is “ [redacted] ” – a thirteen (13) digit numberCMS is able to determine that an incorrect bank account number was entered during your April 14, online payment transaction by comparing that particular account number to the account number used in your subsequent online payment transaction on April 18, In particular, please note that you must elect to save your bank account information each and every time you make an online payment transactionThe purpose of this function is to protect the confidentiality of the financial information you submit when making a payment, to ensure that your account information is correct, and to provide you with the opportunity to update or change your bank account information each month if you desire to do soResultantly, that is the reason why CMS was unable to locate your account when we attempted to debit your April 1, mortgage payment using the account number you entered during your April 14, online payment transactionFor your knowledge, please note that the confirmation you receive after processing an online payment request is only notifying you that we have received your transaction request and is not a confirmation that your payment was successfully applied to your accountIn other words, the confirmation you receive immediately after processing a payment request is meant to only notify you that CMS is in receipt of your request for our office to debit your bank account for a mortgage paymentIt is not a confirmation that CMS has successfully debited your bank account and applied the payment towards your loanFurthermore, we would like to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late charge will be assessed to your account Also, any payment received by CMS after the month in which the payment became due may be reported to the credit bureaus as delinquentConsequently, we encourage you to remit your monthly mortgage payments to CMS on the date that they become due to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage paymentOn April 14, 2016, the same day you authorized the aforesaid payment transaction, our records indicate that you called CMSDuring this phone conversation, you advised the CMS representative that you had entered an incorrect bank account number during your payment transactionThe CMS representative correctly advised you that if you had entered an incorrect bank account number, then CMS would be unable to process your payment transactionAs a result, the representative advised you that you had the option to make your April 1, mortgage payment that day over the phone or by accessing your CMS online account and making your payment through our website in order to prevent a late charge from being assessed to your account if your payment was not received on or before April 16, You responded by stating that you did not want to submit more than one payment because you were uncertain if your initial payment transaction would be processedAgain, the representative advised you that if you had entered an incorrect bank account number during your payment transaction, then CMS would be unable to process your payment and apply it to your loanDespite the representative’s explanation and recommendation to make your April 1, mortgage payment that day, you chose to not make your mortgage paymentThereafter, on April 18, 2016, you again called CMSDuring this phone conversation, you inquired if your April 14, payment transaction had been processed and the representative confirmed that we received confirmation that CMS was unable to locate your bank account using the information you provided during your online payment transactionYou responded by stating that the bank account number you entered during your April 14, payment transaction was the same bank account number you had used in the past and that you would contact your bank because you felt that CMS had committed an errorThat same day, you again called CMSDuring this phone conversation, you advised the representative that you had contacted your bank and they advised you that CMS had entered an incorrect bank account number when we attempted to debit your April 14, payment transactionThe representative proceeded to advise you that CMS did not enter your bank account information during the April 14, payment transactionSpecifically, our records confirmed that you accessed your online account, entered your own bank account information, and authorized your payment transactionYou disagreed with the representative’s explanation and asked to be transferred to a CMS supervisorThe representative advised you that she would transfer your call to our CMS Escalation Department so they could further address your concernsYou acknowledged the representative’s explanation and agreed to be transferredDuring your phone conversation with the CMS Escalation Department representative, you again advised that CMS had entered an incorrect bank account number when we attempted to debit your April 14, payment transactionThe representative reviewed your account and online payment history and confirmed that you had accessed your online account and entered your own bank account information for that particular payment transactionMoreover, the representative also advised you that CMS did not alter or modify the bank account information you entered and attempted to debit your payment transaction using the bank account information you authorizedYou again disagreed with the representative’s explanation and asked to be transferred to a CMS supervisor because you felt it was unfair that CMS had assessed a late charge when you had already made your payment using the same bank account information you had used in the pastThe representative advised you that she would be unable to transfer your call to a CMS supervisor because all of the prior representatives had already addressed your concernsThe representative did, however, offer to accept your April 1, mortgage payment over the phoneYou became upset, asked for the representative’s teller identification number, and terminated the callDespite the representative’s best efforts, she misspoke in delivering her explanationThe representative should have instead advised you that she could transfer your call to a CMS supervisor who would more than likely provide the same explanation that she herself had already provided to youThat said, please note that we have escalated your concern to the management team of that particular business unit and they have addressed this incident with the representative who assisted you to avoid any similar reoccurrencesConsequently, CMS sincerely apologizes for this miscommunication and for any inconvenience you may have experienced as a resultLater that same day, you again called CMSSimilar to the prior phone calls from earlier that day, you continued to allege that CMS had entered an incorrect bank account number when we attempted to debit your April 14, payment transactionAlso, you asked that the CMS representative waive the late charge and pay-by-phone feeThe representative advised you that if you wanted to dispute your payment transaction and late charge assessment, then you would need to submit your request in writing to our Customer Service Research DepartmentWith regard to the pay-by-phone fee, the representative advised you that you could log in to your online account and make your April 1, mortgage payment free of chargeYou acknowledged the representative’s explanation and stated that you would file a complaint with the Revdex.com to address your other concernsAs of the date of this correspondence, your payment history reflects that your loan is current through May of The next payment due is scheduled to be paid on June 1, in the amount of $1,and a late charge in the amount of $for a total payment due in the amount of $1,For your reference, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitionsBased on the foregoing investigation and review of your account, the record is clear that since your first phone call to our office on April 14, 2016, CMS correctly advised you of the reason why we would be unable to process your April 14, online payment transactionSpecifically, please note that the CMS representative encouraged you to make your mortgage payment that day to prevent a late charge from being assessed to your account and that you chose to not make your mortgage payment despite the representative’s recommendationFurther, we respectfully submit that customers who elect to make payments through the online payment website are responsible for accurately entering the information for the bank account from which they want the loan payments withdrawnTherefore, we strongly encourage you to verify the account information entered into the online payment website before submitting your online payment transaction to CMSAdditionally, our records also confirm that CMS assessed the late charge pursuant to the terms of your mortgage loan agreement and that we have properly serviced your account in accordance with applicable law and program guidelinesConsequently, CMS respectfully denies your request to waive the late charge assessed to your account in the amount of $Finally, with regard to your allegation that the CMS representatives were unprofessional and rude during your phone calls to our office, we submit that all of the representatives you spoke with addressed your concerns, identified the reason why CMS was unable to process your online payment transaction, and offered to accept a pay-by-phone paymentNevertheless, CMS sincerely apologizes for any perceived unprofessional and rude customer service you believe you may have received during your phone calls to our officeIn closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific TimeSincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/-IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney-CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations-MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States-HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***Texas: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted] *** A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY] In the very brief period that Carrington has had my mortgage, how can the escrow be short such a large amount if it weren't for [redacted] !Over the period that [redacted] had my mortgage, they would increase my payment for whatever mortgage jargon reason, I would pay it for however long a period it was, then not long after, I would get a sizeable refund, why is that? Why would they give me a refund after I had just paid on a shortage they claim there was all along!Is this going to be the same sort of circus with Carrington, they up my payment for the reason given, then at some point in time, they send me a refund! Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I was told when we made our last payment in the month of Novemebr tht we had a zero balanceThey applied the funds we sent them incorrectly and that is how we are still having a balanceI think this is wrong and we need it correctedWe had a balance and now a balanceThis needs to be fixedI m not paying anymore fees as I was told and paid all our fees in Novemebr Regards, [redacted] ***

In February, 2017, my mortgage price is increasing I called this mortgage company to find out how to change the amount for the next payment online For two years I have had an amount taken out that adds some money to my principal I could not remember how to do it and I could not find out how to handle MY money going to this mortgage company When I called today and spoke to [redacted] , she informed me that the only way to do that is to again fill out a form and either mail or fax (I will not pay for faxing and I do not have a fax machine) the filled out form to this company This is my money that this company receives from me so why can't I change the amount every month if I would like to do that without having to fill out a form every time I would like to increase the principal to my payment I had trouble hearing [redacted] and she kept talking while I was talking and then she hung up on me I am so angry with this company and the way I have been treated If this is their polic

July 2, ORIGINAL SENT VIA EMAIL: [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] [redacted] Dear Mr& Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) regarding the above referenced loan received in our office via email on June 8, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that your loan was recently sold from [redacted] (“***”) to CMS and that you received notification of the sale on April 23, You go on to say that CMS online account shows a balance due of $3,which includes your April 1, and May 1, paymentsYou allege that you paid your April 1, payment to [redacted] prior to the service transfer dateAlso, you state that you called and sent emails to CMS asking for an update on your account and have yet to receive a responseConsequently, you want CMS to review your account, provide you with a current payment history, and to confirm your monthly mortgage payment amount At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, At the time of the service transfer your loan was contractually due for the April 1, payment Based on a review of your loan, it appears that [redacted] sent you a Notice of Servicing Transfer (“Goodbye Letter”) on March 12, The Goodbye Letter was sent to your mailing address at [redacted] ***For your reference, a copy of the Goodbye Letter is attached hereto as Exhibit “A”Please note that [redacted] sent you the Goodbye Letter twenty-one (21) days prior to the effective date of service transfer and did properly notify you that CMS would be your new servicer effective April 2, Moreover, CMS sent you a Notice of Servicing Transfer (“Hello Letter”) on April 6, The Hello Letter was also sent to your mailing address at [redacted] ***For your reference, a copy of the Hello Letter is attached hereto as Exhibit “B”The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage loan payments effective April 2, and to advise you that your prior servicer, ***, would no longer accept payments received from you after April 1, Additionally, the Hello Letter made you aware that, pursuant to federal law, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of transferAlso included in the Hello Letter was your new CMS account number, the address to submit the monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service DepartmentLastly, the Hello Letter also enumerated the various methods available to you for making a payment and it included the processing fee for each method (if applicable), instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website Subsequently, CMS sent you a Notice of Sale of Ownership of Mortgage Loan (“NSOML”) on April 9, The NSOML was also sent to your mailing address at PSC Box 8410, FPO, AP For your reference, a copy of the NSOML is attached hereto as Exhibit “C”The purpose of the NSOML was to advise you, as required by federal law, that ownership of the mortgage loan had been sold, transferred or assigned to a new creditorMoreover, the NSOML confirmed that your loan was sold on April 2, and that your new creditor was CMS Furthermore, the NSOML reminded you that CMS was also your new servicer and provided you with a contact number and a scope of responsibilities that CMS would handleSpecifically, you were made aware that CMS would handle the ongoing administration of your loan which would include receipt and processing of payments, resolution of payment-related issues, and answering any other inquires you may have regarding your loanAdditionally, the NSOML further explained that the transfer of the lien associated with your loan would be recorded in the public records of the local County Recorder’s office for the county or local jurisdiction where your property is located Please note that prior to the service transfer you paid your February 1, payment in the amount of $1,on January 2, Of that amount, $1,was applied to your monthly payment and $was applied towards your principal balanceOn February 2, 2015, you made a payment in the amount $1,and your prior servicer applied it towards your principal balance and not towards your March 1, payment On March 2, you made a payment in the amount of $1,and your prior servicer applied it to your unapplied funds credit accountThe reason your payment was applied to your unapplied funds credit was because the total amount due for the March 1, payment was $1,Attached hereto as Exhibit “D” please find the Annual Escrow Account Disclosure Statement sent by your prior servicer confirming your March 1, payment amount Thereafter, on April 1, you made a payment in the amount of $1,Please note that your payment was short and that your prior servicer applied $from your unapplied funds credit balance to complete your March 1, payment in the amount of $1,Then, on May 13, our records indicate CMS received a payment in the amount of $1,and that it was applied to your April 1, paymentOn June 10, you made a payment in the amount of $1,and it was applied to your May 1, payment Furthermore, please note that on May 8, our office received your email asking for CMS to update its payment history recordsPlease note that your email failed to provide an account number or a phone numberNevertheless, in an attempt to further assist you; your email was forwarded to our Customer Service Department to contact you directlyConsequently, on May 11, a Customer Service Department representative attempted to call you and was unable to speak with you using the phone numbers we have on record As of the date of this letter, your loan is due for the June 1, and July 1, payments in the amount of $3,Please note that of the total amount due, $is due in late charges and $in uncollected feesIn addition, you have an escrow balance in the amount of $1,and an unapplied funds credit in the amount of $1,For your records, attached hereto as Exhibit “E” please find a twenty-four (24) month payment history along with the transaction codes and definitions for your review Also, effective July 1, your new payment is $1,For your reference, attached hereto as Exhibit “E” please find a copy of the Annual Escrow Account Disclosure Statement (“AEADS”)Please note that CMS sent you the AEADS on May 8, to your mailing address at [redacted] *** Once you receive this correspondence, please contact me directly at [redacted] or via e-mail at [redacted] so we may discuss whether it was your intention to apply your February 2, payment in the amount $1,towards your principal balancePlease note that CMS does have the ability to reverse the February 2, transaction and reapply all payments as of the date that your prior servicer or CMS received them We acknowledge that, during the period immediately after a recent transfer of loans, CMS experienced an unusually high volume of callsConsequently, although CMS strives to answer all customer calls promptly, customers calling CMS may have occasionally experienced infrequent hold periods longer than we prefer while waiting to speak with a CMS representativePlease know that CMS did everything in its power to speak with all customers and answer as many calls as possible within a reasonable timeframeNevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experiencedAdditionally, we believe that the underlying causes for the delays have been resolved and it is unlikely that you will experience similar wait times going forwardOnce again, CMS sincerely apologizes for any inconveniences you may have experienced and we will continue to improve on our services in order to offer a better experience for all of our customers As always, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] Lastly, if you wish to learn more about the additional services available at CMS please visit our website at [redacted] to obtain that information We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

September 1, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Property Address: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on August 19, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your rebuttal, you allege that when you contacted CMS our representatives failed to properly advise you of all the documents required to become an authorized representative on the accountYou go on to say that if the CMS representatives would have advised you upfront of all the documents required to become an authorized representative on the account, you would have already provided the necessary documents to CMS Specifically, regarding the inconsistent information you claim to have received from our CMS representatives about the required documents to become an authorized representative on the account, CMS sincerely apologizes for any perceived miscommunication that you believe you may have receivedAdditionally, please note that our department will escalate your concerns to the management team of that particular business unit so that our representatives can offer a better customer experience going forward That said, CMS still needs a copy of the death certificate for the borrower, [redacted] ***, a copy of your birth certificate, and a letter of authorization from you that includes your name, your contact number, and your password/identifierPlease note that CMS is not asking that you resubmit a copy of the Order of Summary Administration or of the Order Determining Protected Homestead Status of Real Property Also, as previously advised, in order to expedite receipt of the additional documents and for CMS to add you as an authorized representative on the account, please make certain to fax the additional documents directly to my attention at [redacted] Once you have faxed the additional documents, please call me directly at [redacted] so I may confirm receiptFurthermore, please also know that CMS will do everything in its power to process your request within a reasonable timeframe not to exceed thirty (30) days from the date of receipt of the additional documents Also, as a reminder, once you are added as an authorized representative on the account, you may then submit your loan assumption eligibility requestUpon receipt of your request, our Customer Service Research Department will generate an Assumption of Mortgage packet for your reviewYou may submit your loan assumption eligibility request directly to our Customer Service Research Department via fax at [redacted] Please make certain to include your name and the loan number on every page of your request In closing, please also note that because CMS has now addressed these issues on multiple occasions, our office will not respond to future correspondence raising substantially the same or identical claims We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

April 15, [redacted] RE: Loan No.: [redacted] Complaint ID: [redacted] Property Address: [redacted] ** [redacted] Dear Mrand Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on March 18, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in your inquiry As we understand your complaint, you claim that CMS called you and left a message on your home phone answering machine requesting a call back from you and informing you that CMS is a debt collector You express concerns with the statement that CMS is a debt collector and feel that the call was unnecessary, as you indicate that you have a history of timely payments and have also set up auto-draft on this loan In addition, you state that when you contacted CMS to replay the telephone message and discuss your concerns, the CMS representative was unable to properly respond to your inquiries or address any of your concerns on this matter At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from CitiMortgage Incto CMS on November 4, At the time of the service transfer the loan was showing contractually current and due for the December 1, payment Upon review, our records show that you paid the December 1, payment on December 3, 2014, and also paid the January 1, payment on December 15, In addition, on December 23, 2014, your loan was set up on auto-draft with payments being drafted on the sixteenth (16th) of each month, beginning on February 16, Thereafter, on March 12, 2015, CMS made a courtesy call to you at your home phone number and left a message on your answering machine to call CMS It was during this call that CMS also provided the disclosure which indicated the CMS is a debt collector It is important to note that CMS is required disclose its status as a debt collector pursuant to federal law On April 14, 2015, CMS Supervisor [redacted] , called you and during this call he explained that, due to your active auto-draft enrollment, the call made to you on March 12, should not have been completed In addition, going forward your loan would be excluded from any further courtesy calls as long as your auto-draft remains in effect In addressing your concerns, Mr [redacted] also explained the reason CMS must provide the disclosure that we are a debt collector Lastly, Mr [redacted] apologized for any inconvenience that you may have experienced as a result of the inadvertent telephone call and message left on your home answering machine Based on the foregoing, we acknowledge that CMS missed opportunities to provide you with a more timely response to your concerns and speak with a CMS SupervisorWe would like to take this opportunity to thank you for bringing this matter to CMS’s attention CMS is always looking for ways to improve service levels and your feedback is important us We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate Enclosures: CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 54285, Irvine, CA 92619-4285, or calling 1-800-561- Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.m to 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

August 11, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Mr [redacted] : The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 15, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that your loan was recently transferred from [redacted] (“ [redacted] ***”) to CMSShortly thereafter, you state that CMS informed you that your monthly mortgage payment would increase due to the collection of an escrow shortageAlso, you claim you made a payment for your escrow shortage and that CMS misapplied your paymentConsequently, you want CMS to apply your payment towards your escrow balance, reanalyze your escrow account, and provide you with a detailed explanation of the current escrow shortage At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about February 3, At the time of the service transfer your loan was contractually delinquent and due for the January 1, payment Based on a review of your loan, please be advised that on February 27, CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference, attached hereto as Exhibit “A” please find a copy of the February 27, AEADSThe purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning May and ending March More specifically, the AEADS projected that your yearly county taxes would be $and that your yearly homeowners insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning May and ending March were calculated to be $1, That said, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th of the total annual projected escrow disbursements made during an escrow cycleAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at [redacted] Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning May and ending March Please note that in your February 27, escrow analysis CMS opted to collect a 1/12th cushionCorrespondingly, the total escrow cushion that CMS projected to collect was $ Based on the calculations from the February 27, AEADS, your low point escrow balance was -$1,As a result, in order to reach a low point escrow balance of $(the 1/12th escrow cushion), CMS would have collected an escrow shortage in the total amount of $1,Please note that your escrow shortage would have been collected over a twelve (12) month period starting with your May 1, paymentResultantly, that is the reason why your overall monthly mortgage payment increased from $to $ On June 9, our records indicate we received a payment from you in the amount of $and that CMS applied $to your July 1, paymentOf the remaining $167.96, CMS applied $towards your principal balance and $towards your escrow balanceThereafter, our records indicate that you called CMS on July 13, to have the $payment reversed and applied in its entirety towards your escrow balance On July 15, 2015, one (1) business day after we received your request, CMS reversed the $payment and applied the entire amount towards your escrow balanceThen, per your request, CMS reanalyzed your escrow account on July 27, and sent you an updated AEADSFor your reference, attached hereto as Exhibit “B” please find a copy of the July 27, AEADSThe purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning July and ending June More specifically, the AEADS projected that your yearly county taxes would be $and that your yearly homeowners insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning July and ending June were calculated to be $1, Please note that unlike your escrow shortage calculated in the February 27, escrow analysis, your new low point escrow balance was calculated to be -$instead of -$1,As a result, in order to reach a low point escrow balance of $156.07, the 1/12th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $Please note that your escrow shortage will be collected over a twelve (12) month period starting with your July 1, paymentResultantly, that is the reason why your overall monthly mortgage payment decreased from $to $ Additionally, if you cannot afford your new monthly mortgage payment, please know that CMS does offer various mortgage assistance programsIf you would like to explore the mortgage assistance opportunities that may be available to you, we encourage you to visit our website at [redacted] or call our Home Retention Department to speak with a representative at [redacted] , Monday through Friday, from 7:00AM to 5:00PM, Pacific Time As of the date of this correspondence, our records indicate you are due for the August 1, payment in the amount of $Additionally, our records indicate you have an unapplied funds credit balance in the amount of $Consequently, if you wish to bring your account current you can submit a payment in the amount $for your August 1, paymentFor your reference, attached hereto as Exhibit “C” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitionsAs a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late chargeIn other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the month In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

I am recently disabled and now on a fixed incomeI have been trying, unsuccessfully, to get a loan modification and Carrington is constantly “losing” paperwork I send themEvery time I call them (at least twice a week) they are missing something else I had already sent themThe customer service reps supposedly find and resubmit the missing paperwork, but Carrington still rejects the modification due to missing documents, that I have sent over and over again This company only wants to take your houseThey say they want to help, but end up making excuses why they can’t Do not do business with this company!

March 4, [redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office email on February 18, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that your loan was transferred to CMS with outstanding administrative fees due in the amount of $1,017.23; however, you are disputing that you owe certain such fees (you concede that certain fees amounting to $of the total are valid)You also express concern that you received a mortgage statement from CMS outlining a $fee that was assessed to your loan and you are disputing that $feeYou further claim that CMS provided you with no explanation of that $fee; however, you also state that you were notified by CMS that the fee was assessed as a result of a drive by property inspection being completedYou are demanding that the $fee be removed from your loan and that CMS provide you with evidence that such drive by inspection was actually completed As you know, the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“***”) to CMS on February 1, On February 6, 2016, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSThe Hello Letter was sent to you by CMS within fifteen days of the service transfer as required under applicable lawAt the time of the service transfer, your loan was contractually in default and showing due for the November 1, mortgage payment in the amount of $1, We are able to confirm that your loan was transferred to CMS with an outstanding fee balance in the amount of $which included outstanding late charges in the amount of $and a property inspection fee in the amount of $($plus $equals $869.21) Because you have indicated that your loan should have been transferred to CMS with an outstanding fee balance in the amount of $854.21, CMS has contacted your prior loan servicer and has confirmed that charges in the amount of $were in fact assessed to your loan through the month of October and were validly transferred to CMS as due and payable from you Because your loan was transferred to CMS with the above referenced late charges as well as a $property inspection fee, CMS inquired whether this property inspection fee was assessed to your loan prior to the service transfer to CMSYour prior loan servicer responded to CMS explaining that a property inspection was completed prior to the service transfer, but also indicated that the $fee associated with the property inspection should not have been passed along to youDue to an inadvertent clerical error, the $property inspection fee was transferred to CMS showing due and payable from youAccordingly, CMS has removed the $property inspection fee from your loan which brought the total amount of fees due from you at the time of the service transfer to $ CMS would like to sincerely apologize for any inconvenience the inadvertent clerical error may have caused youBecause the property inspection fee has been removed from your loan, we assume you no longer have a need for a copy of such property inspectionIf that assumption is incorrect, please be advised that CMS was not provided with a copy of the property inspection in question, so if you wish to obtain a copy of such property inspection CMS encourages you to contact your prior loan servicer directly to do soAttached for your ease of reference is a copy of your loan payment history CMS received from your prior loan servicer CMS would like to take this opportunity to remind you that pursuant to the attached Promissory Note, all mortgage payments are due on the first day of each monthShould the full mortgage payment not be received by your loan servicer on that day, such payment is considered late as of the second day of the monthIf the payment is not received by CMS on or before the sixteenth day of the month in which the payment became due, a late fee equal to 4% of the past due payment may be assessed to your loanAny payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent As outlined above, late charges in the amount of $were transferred to CMS as being due and payable through the month of October In your complaint you acknowledge that those late charges are valid and you are not disputing that these late charges are due and payable from youAs you know, your loan servicer was not in receipt of your November 1, through January 1, mortgage payments in the amount of $1,each, on or before the sixteenth day of each of those monthsConsequently, late charges in the amount of $(4% of $1, equals $49.31) were assessed to your loan for each of those months totaling $($multiplied by equals $148.02)This brought the total amount of outstanding late charges due from you to $1, Our records show that on or about February 6, 2016, CMS ordered a property inspection at the cost of $to determine whether the property was vacant in an effort to protect the security interest in the propertyA copy of the property inspection is attached for your ease of referenceAt the time this property inspection was ordered, you had failed to perform the covenants and agreements contained in your Security Instrument as your loan was in default for the November 1, mortgage payment CMS conducts property inspections under such circumstances to ensure that the value of the collateral is being preservedAs such, this property inspection was lawfully ordered as Section 5, Occupancy Preservation, Maintenance, and Protection of the Property; Borrower’s Loan Application, Leaseholds of the attached Mortgage provides that “Lender may inspect the property if the property is vacant, or abandoned, or if the loan is in defaultLender may take reasonable action to protect and preserve such vacant or abandoned property.” Although this property inspection fee has not been assessed to your loan at this time, CMS reserves the right to assess the $property inspection fee to the loan in the future On February 9, 2016, CMS received funds from you in the amount of $3,These funds were applied to your November 1, 2015, December 1, and January 1, mortgage payments in the amount of $1,each ($1,multiplied by equals $3,707.07)On February 16, 2016, CMS received new funds from you in the amount of $1,These funds were applied to your February 1, mortgage payment in the amount of $1,and the remaining $was applied to late charges dueAfter the application of these funds, your loan was contractually current with outstanding late fees due in the amount of $ In light of this information the late charges CMS has assessed to your loan in the amount of $1,are valid and will not be removed from your loanCMS encourages you to remit your full month mortgage payment to CMS on the date that it becomes due to prevent late fees, or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage paymentsAttached for your ease of reference is a copy of your loan payment history along with the loan servicing system payment codes and definitions Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error Based on the foregoing, we believe the record is clear that upon discovering that a $property inspection was assessed to your loan in error, CMS has taken the appropriate actions to remove that property inspection fee from your loanIt is also clear that while your loan was transferred to CMS with outstanding late charges in the amount of $854.21, you have incurred additional late charges as your November 1, 2015, December 1, and January 1, mortgage payments were not satisfied on or before the sixteenth day of each of those months Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with any loan servicing concernIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

August 4, [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Mrand Ms [redacted] : The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 13, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As a preliminary matter, please note that our Customer Service Research Department originally received an inquiry from you on May 15, which raises the same issues as this complaintAccordingly, the loan was researched and a response was sent to you by CMS on June 4, 2015, a copy of which is included here for your ease of referencePlease be advised that, while CMS will not respond to the issues that CMS has previously addressed to within the June 4, response, CMS will respond to each new issue raised within your most recent correspondence to the fullest extent possible On December 10, 2014, CMS received funds from you in the amount of $593.32, which amount was $less than your contractual payment in the amount of $That day, CMS advanced $to satisfy the December 1, mortgage payment and assessed an advance fee in the amount of $to recover the $advance made on your behalfOn June 3, 2015, CMS received funds in the amount of $which were applied to the June 1, mortgage payment in the amount of $621.32, an outstanding late charge in the amount of $18.93, and the remaining $was applied to your principal balance instead of being applied to satisfy the advance fee On July 4, 2015, CMS received funds in the amount of $from you which were applied to the July 1, mortgage payment in the amount of $and the remaining $was again applied to your principal balance instead of the advance feeOn July 15, 2015, CMS reversed $from your principal balance and satisfied the $advance feeCMS is able to confirm that as of June 15, 2015, all funds received from you were applied as you intended and that you have no other outstanding fees dueAttached for your ease of reference is an updated copy of your loan payment history as well as the loan servicing system payment codes and definitions As you are aware, CMS issued you the attached Notice of Intent to Foreclose (“NOI”) on April 6, This notice explained that your loan was in default for the nonpayment of the March 1, contractual payment and provided $1,less the funds in the amount of $that were held in an unapplied status as the amount required to cure the delinquencyThis letter also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the propertyA second NOI was issued to you on May 6, Please be advised that the NOI is a system generated letter that is issued for every loan that has become past due for more than thirty one (31) days and is required by law prior to any initiation of foreclosure proceedingsWhile CMS apologizes if you felt its efforts to assist you in resolving this past due loan were threatening in any way, as CMS’s intent has been solely to comply with applicable law, to attempt to make arrangements to resolve the account delinquency, and to transmit accurate information regarding the consequences of any failure to do so Please note that all payments are due on the first day of each month, and are considered late as of the second day of the monthIf the payment is not received by CMS on or before the sixteenth day of the month, a late fee will be assessed to your loanAny full contractual payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent Regarding the alleged poor customer service and communication you received, an investigation concerning your allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findingsCMS sincerely apologizes for any inconvenience you may have experienced communication that may not have met your expectations Finally, in response to your request for CMS to transfer the servicing of your loan, CMS respectfully declines your request as CMS has no immediate intention to transfer the servicing of your loanHowever, CMS reserves its right to transfer the servicing of your loan should CMS decide to do so in the future Based on the foregoing, we believe the record is clear that CMS did in fact issue you an escrow analysis on October 28, that notified you of the payment increase from $to $effective with the December 1, mortgage paymentIn addition, CMS also sent you monthly mortgage statements notifying you that you were sending less than the full contractual payments which led to an advance fee being addressed to your loanAgain, CMS sincerely apologizes for any inconvenience you may have experienced while CMS worked to apply the funds to the advance feeShould you wish to further discuss any aspect of your loan, we encourage you to contact our Customer Service Department at [redacted] for further assistance We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] CC: Revdex.com IMPORTANT DISCLOSURES -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or calling 1-800-561-Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted]

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Address: 1600 Douglass Rd #200A, Anaheim, California, United States, 92806

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www.carringtonhomeloans.com

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