Carrington Mortgage Services LLC

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 belowYeah, no still not acceptablePlease stop repeating everything I previously inquired about and throwing statement information out thereI can read and already stated that I knew about the "cushion" so you are giving me no new informationYou can show calculations all you want, how are we going to have a shortage when there is approx$1,sitting in our escrow right now? Of course, you failed to give that informationFurthermore, why would we continue to make payments on a property that was discharged? You also failed, to address one of my main questions and concerns regarding why your 1st joke of a response stated that CMS was involved with our loan years ago? First time I heard of your nightmare of a company was June of this year when Bank of America sent us a letter stating our loan had been sold to CMSEither address my legitimate concerns efficiently and stop giving these half assed condescending responses or don't reply at all We were treated terribly by being given wrong information, no information, and greeted with incompetence since trying Everything we could to understand what was going on with our loan and to keep it in good standingI will continue to pursue this until I have all the answers we need Regards, [redacted]

We have a small mortgage with carrington, because of a loss of job & issues with our large mortgage (***) we are behind In July of last year our home was hit by a major hail storm and suffered over )25,of damageOur insurance company that we pay for & pay to [redacted] issued the insurance check with carrington & our name on it Carrington has release only enough to pay for the roof but refuses to release the last $4,to pay for paint, windows, deck, outdoor fireplace & wants us to pay out of pocket & only hire licensed contractors even for the power washing of our fence! There's no need to hire a licensed contractor & pay the extra expense for them to hire a sub contractor just to do the final items! I have contacted them numerous times! And every time I get a different answer from them! They will tell us to do something, we will do what they ask us to do only to find out later or even the next day that we have to do something else! You very ra

Carrington Mortgage delayed sending the payoff notice to [redacted] Loans according to [redacted] loans I had to order payoff notice I paid my mortgage payment over the phone once I found out about the issues I received a conformation email stating it was being processed I wasn't notified until days later payment was processed correctly If I had been notified in a timely manner I would have never been late I had the funds in my account

October 30, [redacted] RE: Loan No.: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") IS m receipt of a complaint regarding the above-referenced loan received in our office via email on October 20, 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 correspondence, you state that as of October 16, you were not yet in receipt of notice from CMS that provided you with your loan number and information to remit your payment that became due on October 1, You are requesting that CMS provide you with information on how to make your mortgage payment and waive any fee that may have resulted in from the service transfer As you are aware, the servicing of your loan was transferred from Chase to CMS on or about October 2, Attached for your ease of reference is a copy of the October 6, Notice of Service Transfer ("Hello Letter") sent to you by CMS that notified you of the service transfer, provided you with your new loan number and important payment informationAt the time of the service transfer your loan was contractually current and showing due for the October 1, payment It is important to note, that while CMS begart servicing the loan as of October 2, 2014, the Real Estate Settlement Procedures Act ("RESPA'') at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisitionThis sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition fi le from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan informationAccordingly, your loan has not been assessed any fees in association with the service transfer to CMS A review of our records found that on October 16, CMS received funds in the amount of $that were intended to satisfy the October 1, paymentWe would like to point out that CMS received your payment on the same day that your correspondence was submitted to the Revdex.comOf this $660.00, CMS applied $towards your October 1, contractual payment and the remaining $was applied as a principal curtailment Based on the foregoing, we believe the record is clear that CMS properly issued you the Hello Letter within fifteen days of the service transfer and has not charged you any fees pursuant to RESP A guidelinesShould you wish to further discuss any aspect of your loan, we encourage you to contact our Customer Service Department at (800) 561-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 (866) 874-5017, Monday through Friday, 8:00AM to 5:00PM, Pacific Time [redacted] Customer Advocate cc: Revdex.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 js 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 -HUO STATEMENT Pursuant to section I of the Housing and Community Development Act of I 987, you may have the opportunity to receive counseling from various local agencies regarding the retention of your homeYou may obtain a list of the HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number at (800) 569- -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 bas, in good fuith, exercised any right under the Consumer Credit Protection Act The Federal Agency that administers CMS' compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC

Dear Mrand Ms [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 via email on July 11, 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 claim that CMS has improperly failed to issue mortgage statements to you and that CMS has improperly applied payments to your loanYou further claim that CMS has assessed excessive fees to your loan, and has reversed funds from your loan and improperly applied such funds to your principal balanceYou are requesting CMS to reverse the $from your principal balance and apply the funds to reduce your outstanding fee balance.As you are aware, our Customer Advocate Department has received a number of inquiries from you both directly and through the [redacted] Department of Financial Services (“ [redacted] DFS"), all of which raise some of the same issues as your recent Revdex.com complaintOur records show that CMS has responded in detail to each of the concerns you have previously raised and has issued written responses to you and to the [redacted] DFS on May 5, 2015, June 10, 2016, June 20, 2016, and most recently on July 15, Copies of those response letters are included here for your ease of reference.Please note that while the above referenced response letters have provided all involved parties with nearly one hundred and seventy-five pages of documents to support CMS’s earlier responses, CMS is not attaching another copy of those documents in an effort to avoid an unnecessary duplication of effortsPlease be advised that while CMS will not respond to the same claims that CMS has already addressed in detail, CMS will respond to each new issue you have raised to the fullest extent possibleIn response to your claim that CMS has reversed funds in the amount of $from your loan and then improperly applied those funds to your principal balance, please be advised that such reversal was completed to resolve a concern brought to CMS’s attention within a complaint received from you via the [redacted] DFS on May 13, 2016, which included a letter from you that was dated April 25, In that letter, you specifically requested that the $be refunded to youBecause funds were properly owed at that time toward amounts outstanding on your account, CMS declined the request to issue a refund to you directly, and because you did not provide any instructions regarding application of the $to the loan, CMS made the reasonable decision to apply the funds to your principal balance on June 8, 2016.CMS sincerely apologizes if you are dissatisfied that the $was applied towards your principal balance as CMS’s intent was to apply the funds to the loan in a manner that benefit you given the fact that funds were due on your accountCMS would like to point out that the $was applied to reduce your principal balance which accrues interest at a rate of 4%, while the outstanding fee balance accrues no interestMoreover, CMS respectfully submits that it was reasonable for CMS to apply the $towards your principal balance as you continued to dispute the validity of the fees that were permissibly assessed to your loan at the time the initial reversal and reapplication of funds took place.That being said, on July 19, 2016, CMS reversed the $from your principal balance and has applied those funds to reduce the outstanding fees due as you have requested in your most recent complaintFor your ease of reference, please find a copy of your loan payment history as well as a copy of the loan servicing system payment codes and definitions showing the reapplication of fundsAs of the date of this letter, your loan is contractually current and showing due for the August 1, mortgage payment.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 Research Department, [redacted] or fax your correspondence to [redacted] .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.Finally, your most recent correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is requiredMoreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claimsBased on the foregoing, we believe the record is clear that while CMS initially applied the $towards your principal balance in order to benefit you the most, CMS has now applied those funds towards outstanding fees due as of July 19, Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s 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] Customer Advocate

I am perplexed how they have a A+ RatingAppears there is some form of agreement28+ Reviews and 149- Reviews means that the math is off My mortgage note was transferred to them years agoI have had nothing but problems since then, During the Storm season, I was in a disaster area hit hard from the stormI had damage to my home and when I contacted Carrington to make them aware that I was out of work and would be late, they advised me that they had a program for those affected and IN a disaster area they could take a month forbearanceI thought that was a great Idea to get back on trackIt was my understanding they would just add back to the loanAfter my months passed and I got back on my feet with work (my office was damaged) I tried to make a payment as usual through my Bank and direct bill payNot only was the payment NOT accepted but my account locked and they started Foreclosure proceedingsWhybecause they NEVER said they months was due at the end of the "so called forbearance".As a result, my mortgage was months behind and every month is goes furtherThey wont accept my payments and the bank keeps sending and they keep rejectingSo now I face foreclosure and loss of my family homeI am unable to qualify for any Modification because per Carrington, "You have damage needing repairs and unless it is repaired as before storm hit, you will not be able to get assistance." Now they seem to forget they have a $15,Insurance check sitting there and they are responsible for dispersing funds to the contractorWhich they REFUSE to doI always get the excuse I didn't file paper workHowever the contractor has submitted personally and yet they say they have nothingI would definitely recommend you investigate other mortgage companies

August 25, [redacted] TX 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 you filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 7, 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 inquiry As we understand your complaint, you state that you have routinely made your monthly mortgage payments to CMS without an issue and then beginning in June of you started to experience some problemsThe payments you submitted to CMS, rather than those payments posting to your loan, the funds would show that they were debited from your [redacted] Bank account, but then at a later date would be returned and credited to your bank accountYou essentially allege that you made all of your payments to CMS on time and that there was some sort of error occurring in the payment application process on your accountYou state that as a result of this error in the payment application process, you were improperly charged with late fees on your account and received two delinquent payment reports on your credit report in connection with your May 1, and June 1, mortgage paymentsYour desired resolution is for CMS to refund the late payment fees and remove the delinquent reports from your credit report Please note that the servicing of your loan was transferred from [redacted] ***, N.A(“***”) to CMS on November 2, On November 11, 2016, CMS issued a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS At the time of the service transfer your loan was contractually current and showing due for the November 1, mortgage payment For your reference and review a copy of the CMS Hello Letter dated November 11, is attached hereto as Exhibit “A” Additionally, the Hello Letter made you aware that, pursuant to the Real Estate Settlement Procedures Act (“RESPA”), CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transferAlso included in the Hello Letter was your new CMS account number, the address to submit your 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 As a preliminary matter, with regard to the application of your mortgage payments, 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 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 reporting agencies as delinquentAdditionally, in order for your payment to be properly applied, all payments must be made in US currency and must be accompanied by the account number, remittance slip, or payment coupon providedIf a payment is not in US currency or does not include the account number, than the payment is considered to be non-conforming, and non-conforming payments are returned to the submitting party if CMS is unable to locate the correct account Also, it is important to note that when providing information to credit reporting agencies with regard to a borrower’s loan status, payment history and loan information, CMS is obligated by federal law to ensure that such information is accurately reportedThus, the only way that CMS could legally revise the information supplied to the credit reporting agencies would be if CMS made an error in the payment application process on your account, and the loan was actually current while CMS was reporting the account as delinquentAn error made during the submission of the payment that is not a result of CMS’s wrongdoing will not result in a revision of the information reported to the credit reporting agencies In reviewing your account since the loan was service transferred to our office, CMS received your payments for the months of December through May via CMS’s online payment systemThereafter, for the month of June 2017, CMS shows no record of receiving any payments from you to apply towards your account On June 26, 2017, our records indicate that, you contacted CMS’s Customer Service Department concerned over the fact that your June payment you made through your bank’s bill pay system did not post to your CMS account and you were concerned that you had received a letter from CMS regarding a missing paymentA copy of the letter dated June 18, regarding your missing June payment is attached here to as Exhibit “B” During that call with the CMS representative, you stated that earlier in June you had attempted to make a payment to CMS through your bank’s bill pay system, and that you had recently received a credit in your bank account for the same amount of the payment that you had attempted to make to CMSThe representative reviewed the account and informed you that she did not see any payment for the month of June in CMS’s recordsYou believed that the payment had been erroneously returned to you and you requested that you not be charged a late feeThe representative acknowledged that you had been a regular, timely paying customer and that she would request that any late fee be waived and instructed you to resend your June payment into CMS so you would not have any further issuesYou stated that you would resend the payment to CMS once you ended the phone conversationYou and the representative believed that the error with the payment application may have been a one-time payment processing error and the call ended with you stating that you would resubmit the June payment through your bank’s bill pay system On July 6, 2017, you called CMS and you stated that you had attempted to submit a payment to CMS via your bank’s bill pay system and again rather than the funds being received and deposited to your CMS account; you received a credit to your bank accountDuring this call the CMS representative informed you that he was showing that your CMS account was due for the June payment and the July payment and that there were no records of any sort of submitted or rejected paymentsDuring this call you indicated that you and your bank were investigating why the bill pay payments were not being processed, but that your records were showing the funds debited from your account and then later being returned to your accountThe CMS representative gave you the fax number for the Customer Service Research Department, so that you could fax in your proofs of payments and an investigation into the missing payments could be launched by CMSYou stated that you would fax over your proofs of payments and that you would resubmit another payment to CMS Also on July 6, 2017, CMS received a payment in the amount of [redacted] from the ACH Eserve electronic transfer automated systemThis payment was initially rejected by CMS’s automated system as a non-conforming payment due to the fact that the payment was submitted without the CMS account numberRather than having a CMS account number included, the payment was submitted stating that the account number was “ [redacted] ”This payment was rejected by CMS’s automated system, and a CMS representative was alerted to the rejected paymentThe representative researched the information included in your payment and was able to determine your CMS account number by locating your account via your name and payment amount, rather than returning the payment to your bank account as an invalid account numberThis payment shows in CMS’s records as applied to your account on July 6, for the June 1, mortgage payment On August 7, 2017, you received a message from a CMS representative, and our records indicate that you returned that call and spoke with a different CMS representativeYou informed the CMS representative of the recent history of the problems you were having with submitting payments to CMS via your bank’s bill pay system and rather than the payments being credited to your loan, the funds were returned and credited to your bank accountThe CMS representative informed you that your account was delinquent, and you informed the representative that you had sent in a check in the amount of [redacted] to cure the outstanding amount dueAt that time you asked the representative if she could confirm receipt of the check and the representative was not aware that the check you were referring to had been received by CMS and was in the process of being appliedConsequently, the representative informed you that she could not confirm receipt of the check at that time, and you indicated that you would place a stop payment order on the checkAgain, this representative requested that you send your proofs of payments to CMS’s Customer Service Research Department so that an investigation could be launched into the missing payments and the telephone conversation was concluded Thereafter, on August 7, 2017, CMS received a telephonic payment from you in the amount of [redacted] , and this payment was applied to the payments due for the July 1, and August 1, mortgage paymentsAlso, on August 7, 2017, CMS received payment (check number 2176) in the amount of [redacted] Initially this check was applied to the payments due for the September 1, and October 1, mortgage paymentsHowever, those payments were reversed when a stop payment was placed on the checkCurrently, your loan is showing due for the September 1, mortgage payment For your review and reference attached hereto as Exhibit “C” is a copy of your CMS payment history along with the relevant mortgage display codes and definitions As of the date of this correspondence, our Customer Service Research Department has not received any correspondence or proof of payments from youCMS has received a letter and a fax from [redacted] Bank regarding this matter, however, neither of the aforementioned correspondence from [redacted] Bank included actual copies of the payments supposedly remitted, but are merely letters concerning some of the details regarding those paymentsNeither of these letters could be responded to by CMS Customer Service Research Department as [redacted] Bank is not an authorized third party on your account and therefore cannot submit or request information on your accountAttached with these letters were 3rd party authorization forms, should you wish to add [redacted] Bank as an authorized third party on your accountFor your reference and review the two responses that CMS Customer Service sent to [redacted] Bank are attached here to as Exhibit “D” In order to determine why your [redacted] Bank bill pay payments were not showing in CMS’s system, the Customer Advocate Department reviewed all rejected electronic bill pay payments that were received on the dates that you indicated in your phone calls that you made a payment to CMSAfter reviewing our records, it was determined that your payments were not processed by CMS and returned to your [redacted] Bank account because your CMS account number was not included with your paymentsConsequently, CMS’s automated system was unable to apply the funds from your [redacted] Bank account to your CMS account It appears that during the payment submission process, rather than entering your CMS account number, [redacted] , with your submitted payments as required, your name “ [redacted] ” was being entered into the area that should have included your CMS account number, which in turn makes it difficult for the payments to be applied to the proper CMS accountTherefore, your [redacted] Bank electronic bill pay payments that you sent on June 6, and June 28, were returned due to the lack of a CMS account number being included with the paymentThe failure to include the CMS account number with the [redacted] Bank bill pay payment was also the reason why the CMS Customer Service Representatives you spoke with were unable to see any record of any payments being received or rejected in CMS’s systemWithout the CMS account number, your account could not be notatedBelow is a report of electronic bill pay payments CMS has received and returned and received and applied Activity Date Transaction Type Status Action Type Account New Account Return Code Name Amount (USD) 06/06/Credit Returned Return [redacted] Credit Entry Refused by Receiver [redacted] 06/28/Credit Returned Return [redacted] Invalid Individual ID Number [redacted] 07/06/Credit Delivered to Client Distribution Process Repair [redacted] - [redacted] In regards to your assertion that CMS incorrectly reported your account as delinquent to the credit reporting agencies for the months of May and June 2017, CMS respectfully disagrees with this assertionAccording to CMS’s records, your account was not reported delinquent for the month of May However, your account was reported delinquent for the months of June and July to the credit reporting agencies as CMS received no payments that CMS could associate with your accountBased on the aforementioned investigation, CMS has determined that the information that was reported to the credit reporting agencies accurately reflects the payment history and loan information While we understand that there was an unintentional error made in the payment submission process, CMS is obligated by federal law to provide timely and accurate credit reporting in regards to the current loan status, payment history and loan information We are, therefore, unable to make the requested changes to the reported information Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalfSpecifically, our records are clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, and has properly serviced your loan in accordance with the terms and conditions of your mortgage loan agreementFurthermore, we submit that customers who elect to process payments through a bill pay service are solely responsible for accurately entering their CMS account informationTherefore, we strongly encourage you to verify the information entered into your bill pay service and include your CMS account number before authorizing your payment transactionAdditionally, in spite of the error of the payment submission, CMS believes that it has accurately reported the status of your account to credit reporting agencies and has assessed late fees in accordance with the terms of your mortgage loan agreement, and is not responsible for the error in the payment submission Nevertheless, 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] 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 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 [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com Important Disclosures -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at [redacted] between 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 (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at [redacted] or by going to www.consumerfinance.gov/find-a-housing-counselor -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, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to [redacted] or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, [redacted] ** *** Please include your loan number on all pages of the correspondence 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 for Carrington Mortgage Services, LLC toll free at ( [redacted] Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/ 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] Tell us why here

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 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 your inquiry.As we understand your complaint you state that you called CMS to request a Yearly Interest Statement for the tax yearYou state that you spoke with a representative who advised you that CMS had reported the interest to the federal government, but that CMS would not issue you an interest statementYou go on to allege that CMS does not provide borrowers the ability to access past billing statements onlineFinally, you claim that you requested to speak to a Supervisor, but were instead transferred to a voicemailAs a desired resolution you request that CMS issue you a Year End Mortgage Interest Statement for the tax year.At the outset, please note that the servicing of this Federal Housing Administration (“FHA") insured loan was transferred from [redacted] (“***") to CMS on or about November 4, On November 8, 2014, a Notice of Service Transfer (“Hello Letter”) was issued notifying you of the service transfer to CMSWe note here that due to an internal processing error this notice listed the year “2013” in errorTherefore, CMS issued you a corrected Notice of Servicing Transfer dated November 19, At the time of the service transfer your loan was contractually current and showing due for the November 1, mortgage payment in the amount of $701.03.That said, a review of our records confirms that on October 9, you requested a Payoff Statement through the CMS Loan Servicing Website (“LSW”)Later on October 12, CMS issued a Payoff Statement to both [redacted] and you.Later on October 21, CMS received payoff funds in the amount of $23,Of the $23,received, CMS applied $23,towards the principal balance, $towards interest, $towards escrow and $was applied to the recording feeLater, on November 5, CMS issued you a payoff refund in the amount of $1,136.67.On February 17, you spoke with a CMS representative and requested that CMS provide you with a interest statement for the tax yearDuring this conversation the CMS representative confirmed that because you paid less than $in interest between the period of January 1, and December 31, 2015, CMS was under no obligation to issue you a interest statementDuring this conversation you became upset and requested to speak with a SupervisorThe CMS representative explained that you could also submit your request in writing to the Customer Research DepartmentThe CMS representative then transferred your call to a SupervisorBecause the Supervisor was not available, the call was transferred to the Supervisor’s voicemail.A further review of our records found that the total amount of mortgage interest that was paid during the calendar year was $Because you paid less than $of mortgage interest during the year, CMS is not required to issue you a Year End Mortgage Interest StatementWhile CMS is unable to provide you with tax advice, we encourage you to access the IRS’s “Tax Information for Homeowners” publication online at [redacted] , which outlines the minimum interest paid requirement of $For your ease of reference, attached is a twenty four (24) month payment history showing amounts paid (including interest paid) during the period in question.Should you have any questions regarding whether you may claim the mortgage interest of $that was paid to your loan in 2015, we encourage you to consult the tax professional of your choice.It is also important to note that the CMS Loan Servicing Website (“LSW’’) does provide borrowers with access to online payment history, monthly Mortgage Statements, Escrow Account Disclosure Statements, and Year End Interest StatementsPlease note that a further review has confirmed that your LSW account is still active and available for your useIf you need assistance accessing your account please contact Customer Service at [redacted] .In response to your dissatisfaction with the level of customer service that you received from CMS, CMS has reviewed the loan in detail and is unable to locate any evidence that your phone calls were mishandled in any wayWhile CMS sincerely regrets that a Supervisor was unavailable to take your call at the exact moment that you requested to speak to a Supervisor, the CMS representative transferred your call to a Supervisor’s voicemail upon your request.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan and is not required to issue a Year End Mortgage Interest Statement for interest amounts paid under $Therefore CMS must decline your request for CMS to change our policy in connection with the Year End Mortgage Interest Statements, and respectfully declines to issue you a interest statement.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

Attached please find a copy of our response letter to that was sent to the borrower today.Sincerely yours, [redacted] Customer AdvocateCarrington Mortgage Holding, LLC [redacted] [redacted] ** ***Office: [redacted] April 22, [redacted] ** [redacted] ***RE: Complaint I.DNo.: [redacted] MLD Loan No.: [redacted] Dear Mr [redacted] The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above referencedloan received in our office via email on March 25, CMS is committed toresponsible lending and servicing and we would like to address any concerns you may haveThefollowing is our response to the issue(s) raised in the inquiry.As we understand your complaint, you allege that you were pre-approved by CMS for a U.S.Department of Agriculture ("USDA") loan to purchase a home and one day before thetransaction was scheduled to close CMS denied your loan applicationYou claim that the loanofficer recommended that you pay some outstanding bills and also to pay down your credit cardsin order to increase your credit score, and that based on that recommendation you paid over$3,in old debt and paid down your credit cardsYou further state that you also paid foran appraisal, a home inspection and put down earnest money for the purchase because yourunderstanding was that your loan would be approvedYou also allege that two days prior to thescheduled closing CMS stopped accepting your calls and would not respond to you textmessages or emails, and you feel that CMS was not forthcoming about your qualification for thisloan.Upon review, our records show that on December 16, you applied for a USDA loan andalso communicated with Loan Officer, Charolette [redacted] on, about your loan application.During this call Ms [redacted] informed you that based on your stated income and credit score,you were conditionally pre-qualified for a USDA home loan in the amount of$158,163.00, witha sale price of $155,000.00, and she also sent you a conditional pre-qualification approval thatsame day via emailMs [redacted] also outlined in this email that your loan application wouldbe run through the Government Underwriting System ("GUS") to determine if the outstandingcollection accounts on your credit report would need to be cleared to qualify for this loanAcopy of the letter is attached for ease of reference.On December 20, 2014, you spoke with Ms [redacted] and she explained that your loanapplication had been run through GUS and it was determined that although you had met theminimum credit score requirements for this USDA loan, you would need to satisfy theoutstanding collection items (collection accounts for rental/housing and medical) listed on yourcredit report in order to be approvedYou insisted on moving forward with your loanapplication and informed Ms [redacted] that you had the funds to satisfy the outstandingcollection accounts on your credit reportOn December 24, 2014, you entered into a purchasecontract.On December 30, 2014, Ms [redacted] called you to check the status of the outstandingcollection accounts and during this call you informed Ms [redacted] that you were planning onpaying these debts with your tax refund checkMs [redacted] reminded you that your proposaldiffered from the representations you made during the prior conversation of December 24, 2014and also informed you that your application process would be delayed until the aforementioneddebts were resolvedAs such, your loan application was placed on hold that day until thecollection items on your credit report were resolved.On December 31, 2014, Ms [redacted] contacted you and informed you that the USDA hadalso requested written explanations regarding six credit issues on your credit report and she sentyou an email with these details that same dayMs [redacted] stayed in contact with you for thenext four weeks and continued to check the status of the collection accounts that need to beresolved in order to move forward with your loan applicationDuring that period, you informedMs [redacted] that you had not received the expected tax refund and therefore were makingpayments towards the outstanding collection accounts every week from your pay check.By January 29, 2015, you had cleared all the non-medical collection debt; however, you still hadoutstanding collection debts for medical billsTherefore your loan application could not moveforwardAdditionally, the purchase contract was due to expire on or about February 5, Inan effort to assist you, Ms [redacted] suggested a new strategy which could help increase yourcredit score allowing your loan application to move forward.The strategy required that you pay down your credit card debt (which was a sum less than theoutstanding total in collection accounts debts) which would help increase your credit scoreTotest this strategy Ms [redacted] used a credit reporting toll called a "bureau simulator report"which could help determine what your credit score might be if you paid down your credit carddebtIf the simulator report results were as anticipated, then paying down the credit cards wouldbe likely to help you to obtain the new projected credit scoreMs [redacted] ran the simulatorreport with the suggested pay down on the credit cards and the results showed an increase inyour credit score to a point that would allow your loan application to move forward in theprocessMs [redacted] shared the results with you and explained that if you wanted toproceed, you would need to pay down your credit cardsAfter receiving confirmation that thepayments had been posted to the cards, Mrs [redacted] proposed to a rapid rescore which couldtake up to five business daysOnce the new score was obtained, she would be able to submityour loan application for review and disposition.In the meantime, your agent, who was well aware of the challenges with your loan application,began to negotiate an extension on the purchase contractDuring this time, Ms [redacted] andher manager, [redacted] , maintained communications with you and your agent daily viaemail, text and phone calls as time was of the essenceRegrettably, by the time you were able toprovide proof that you had paid down the credit cards, the purchase contract had expired and theseller did not wish to approve an extensionAs such, your original loan application was declinedas you did not comply with the required condition of the pre-qualificationIn addition, CMSrefunded you the cost of the appraisal that you had previously paid.Based on the foregoing, we believe the record is clear that CMS has diligently assisted you inobtaining a home loan through CMS although you failed to comply with the conditionalrequirements to move forward with your loan application prior to the expiration of the purchasecontractIn addition, the seller declined an extension request to proceed with the purchase.Please note that the decision whether to extend the expiration of the purchase contract was notwithin CMS's controlLastly, the other costs for home inspection, earnest money and check toseller were costs that were part of our purchase contract agreement with the seller and not part ofyour loan application with CMS; therefore, we must decline your request to refund these costs.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at (866) 874-5017, Monday throughFriday, 8:00AM to 5:00PM, Pacific TimeSincerely, [redacted] Customer AdvocateCC: Revdex.com

Attached is the the complaint response.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 via email on August 25, 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 you are aware, the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“***”) to CMS on April 2, On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS.As we understand your complaint, you state that your payment improperly increased once your mortgage was transferred from [redacted] (***) to CMSYou also state, that CMS made errors in managing your escrow account and establishing the correct payment amountFurther, you state that CMS was improperly reporting the loan as delinquent on your credit reporting, and you have requested a correction.At the time of the service transfer, your loan was contractually current and showing due for the May 1, mortgage payment in the amount of $1,This payment was made up of a principal and interest amount of $and a monthly escrow collection in the amount of $Your principal balance at the time of the service transfer was in the amount of $157,and your escrow account contained a balance in the amount of $217.60, which included the $that was applied to your escrow account on April 8, by your previous loan servicer.On May 1, 2015, CMS completed an initial escrow analysis for your loan, and issued you attached escrow analysisThe escrow analysis projected total annual escrow disbursements in the amount of $2,910.24, which includes a hazard insurance premium in the amount of $1,408.08, property taxes in the amount of $651.36, and FHA Insurance of RESPA guidelines limit the amount of funds a loan servicer may require a borrower to hold in an escrow account, commonly known as an escrow cushionAlthough RESPA does not require the lender to maintain an escrow cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account.Because the total annual escrow disbursements for this loan have been projected to be $2,910.24, your escrow account is required to have a minimum balance of $at all timesBased upon the projected date your annual hazard insurance premium and property tax payments are disbursed, CMS determined that your escrow account will only have $–in December 15, Because you are required to have $in the escrow account at all times, CMS determined that the escrow account contained an escrow shortage in the amount of $-at the time.In order to prevent any undue hardship, CMS spread the escrow shortage of $over a period of twelve months, which, along with any increase to your previously escrowed items, resulted in an increase to your monthly mortgage payment from $1,to $1,effective with the July 1, mortgage paymentFor your ease of reference, a breakdown of the July 1, mortgage payment is outlined below:Principal and Interest: $ Base Escrow Collection: $ ($2,divided by 12) Monthly Escrow Shortage: $ ($ divided by 12) July 1, Payment $ 1,268.53A review of your loan payment history shows that on May 8, 2015, CMS received funds in the amount of $1,from you which were applied to your May 1, mortgage payment.On June 5, 2015, CMS received funds in the amount of $1,These funds were applied to your June 1, paymentAlso, on June 5, CMS’s Insurance Vendor, [redacted] (“***”) received an updated proof of hazard insurance from [redacted] with a yearly premium change from $1,to $The change to the policy was effective May 29, 2015.On July 6, 2015, CMS received funds in the amount of $1,192.67, from you which were placed in an unapplied status, because these funds did not represent the total monthly payment amount of $1,Because CMS has not in receipt of a full payment a late charge in the amount of $was assessed to your loan on July 16, 2015.On July 24, 2015, you spoke with the Escrow Department and requested an off schedule escrow analysis on your loanThe analysis was completed on August 1, 2015, with a payment effective date of August 1, On this date you were also advised that the July 1, payment was short in the amount of $You stated that you would make the payment through your bill pay service that dayCMS offered you the options of scheduling the payment through our Speedpay service, which you declinedOn July 25, no payment was received for the balance of the July 1, 2015, payment.On July 29, 2015, CMS attempted to contact you regarding the July 1, paymentCMS was unable to reach you, and left two voicemail messages asking you to contact us.On August 1, 2015, CMS received a payment in the amount of $75.86, and combined these funds with the unapplied funds balance of $1,to post the July 1, paymentPlease note that all payments must be submitted by 6:PM Pacific Time to ensure same day postingPayments made on the last day of the month falling on a Sunday will be posted the next business day and may be reported as a thirty day lateRegrettably, because the total amount due for the July 1, payment was not received by CMS on or before the end of the month, your loan was reported as being thirty (30) days delinquent.It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan informationWe have determined that the information reported to the major credit bureaus properly reflects your payment history and loan informationWe are, therefore, unable to make the requested changes to the reported information.On August 7, 2015, CMS completed an escrow analysis for the loan and issued you the attached escrow analysisThe escrow analysis projected total annual escrow disbursements in the amount of $2,412.68, which includes a hazard insurance premium in the amount of $1,408.08, property taxes in the amount of $651.36, and FHA Insurance of $850.80.Because the total annual escrow disbursements for your loan have been projected to be $2,412.58, your escrow account is required to have a minimum of $at all timesBased upon the projected disbursement date of your annual hazard insurance premium and property tax payments are disbursed, CMS determined that your escrow account would only have $–in December 15, Because you are required to have $in the escrow account at all times, CMS determined that the escrow account will contain an escrow shortage in the amount of $–at that time ($minus $–equals -shortage).In order to prevent any undue hardship, CMS has spread the escrow shortage of $over a period of twelve months which along with any decrease to your previously escrowed items resulted in a decrease to your monthly mortgage payment from $1,to $1,effective with the August 1, mortgage paymentFor your ease of reference, a breakdown of the August 1, mortgage payment is outlined below.Principal and Interest: $ Base Escrow Collection: $ ($2,divided by 12) Monthly Escrow Shortage: $ ($ divided by 12) July 1, Payment $ 1,On August 15, 2015, CMS received funds in the amount of $1,from you which were applied to your August 1, mortgage payment of $1,and a $outstanding late charge.On September 4, 2015, CMS received funds in the amount of $1,from you which were applied to your September 1, mortgage paymentAs of the date of this letter, your loan is due for the October 1, payment in the amount of $1,197.61.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan and has properly applied all funds received from youIt is also clear that CMS has analyzed your escrow account within bounds of federal, state and local laws and the related servicing agreementAttached for your ease of reference is a copy of your loan payment history as well as the loan servicing system payment codes and definitionsShould you wish to further discuss any aspect of the paid off loan, we encourage you to contact CMS’s 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

Thank you for your time Carrington Mortgage became my service provider in August of I received my November statement stating I owe over 2k and that my account is delinquent I have provided proof of my September and October payments multiple times They have acknowledged of having received the funds and yet they cannot fix the issue Every time I call, I must take 1-hours out of my day, sometimes leaving work early so that I can speak to them and leaving my sick cancer patient They leave me on hold for long periods of time I inform them that I need to call into them instead of them calling me because I cannot leave my patient's side to take their call and talk for an hour I feel they are being discriminatory due to my heavy accent Some of them are rude, others nice but ALL of them seem to not know how to resolve what they claim to be a simple issue Due to their incompetency, my credit is being ruined and my status is currently delinquent

November 9, Original sent via regular mail [redacted] RE: Loan No.: [redacted] Property Address: [redacted] Complaint No.: [redacted] Dear Mr***: 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 October 19, 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 state that due to an increase in your property taxes, your overall mortgage payment increasedYou then state that you spoke with the CMS Customer Service Department and were not satisfied with the level of customer service you receivedYou then allege that because you spoke with the CMS Tax Department, CMS reported your loan in “forbearance” on your credit reportYour desired resolution is that CMS remove the forbearance status from your credit report and provide an explanation for the increase in your monthly mortgage payment At the outset, please note that the servicing of your Veterans Administration (“VA”) insured loan was transferred from [redacted] (“***”) to CMS on April 2, On April 6, 2015, CMS issued you a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS At the time of the service transfer your loan was contractually current and next due for the May 1, mortgage payment in the amount of $1, This payment consisted of a fixed principal and interest payment in the amount of $1, and a monthly escrow payment in the amount of $ On April 30, 2015, our records indicate that CMS received a payment in the amount of $1,On this same date, CMS applied these funds to your May 1, mortgage payment On May 20, 2015, CMS completed an initial escrow analysis on your loan and issued you the attached escrow analysis The escrow analysis projected total annual escrow disbursements in the amount of $1,994.12, which includes a hazard insurance premium in the amount of $and yearly property taxes in the amount of $1, RESPA guidelines limit the amount of funds a loan servicer may require a borrower to hold in an escrow account, commonly known as an escrow cushion Although RESPA does not require the lender to maintain an escrow cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal to two months or one-sixth of the total annual disbursements paid out of an escrow account Because the total annual escrow disbursements for this loan have been projected to be $1,994.12, your escrow account is required to have a minimum balance of $at all times Based upon the projected date your annual hazard insurance premium and property tax payments are disbursed, CMS determined that your escrow account will only have a balance of $in March Because you are required to have a minimum balance of $in the escrow account at all times, CMS determined that the escrow account contained a negative escrow shortage in the amount of $ In order to prevent any undue hardship, CMS spread the escrow shortage of $over a period of twelve months, which resulted in an increase to your monthly mortgage payment from $1,to $1, effective with the July 1, mortgage payment For your ease of reference, a breakdown of the July 1, mortgage payment is outlined below: Principal and Interest: $ 1, Base Escrow Collection: $ ($1, divided by 12) Monthly Escrow Shortage: $ ($ divided by 12) July 1, Payment $ 1, On June 2, 2015, our records indicate that CMS received a payment in the amount of $1,which was applied to your June 1, mortgage paymentThereafter, on July 2, 2015, CMS received a payment in the amount of $1,which was applied to your July 1, mortgage paymentThen, on August 4, CMS received a payment in the amount of $1,which was applied to your August 1, mortgage payment On August 20, the CMS Tax Department received an unpaid property tax bill from [redacted] Tax Collector in the amount of $1,This amount represented the first half of your semi-yearly tax bill due on or before September 1, 2015, and the second half will be due on or before March 1, The county tax bill confirmed that your property taxes increased from $semimonthly ($1,yearly) to $1, semi-monthly ($2,yearly)To account for the tax increase, the Tax Department updated your loan and requested a new escrow analysis be completed On September 3, 2015, our records indicate that CMS received a payment in the amount of $1,524.81which was applied to your September 1, mortgage payment Then, on September 18, CMS re-analyzed your loan and issued you the attached escrow analysis The escrow analysis projected total annual escrow disbursements in the amount of $3,293.08, which includes a hazard insurance premium in the amount of $and your yearly property taxes in the amount of $2, Because the total annual escrow disbursements for this loan have been projected to be $3,293.08, your escrow account is required to have a minimum balance of $at all times Based upon the projected date your annual hazard insurance premium and property tax payments are disbursed, CMS determined that your escrow account will have a negative balance of $in April Because you are required to have a minimum balance of $in the escrow account at all times, CMS determined that the escrow account contained an escrow shortage in the amount of $ In order to prevent any undue hardship, CMS spread the escrow shortage of $over a period of twelve months, which, along with any increase to your previously escrowed items, resulted in an increase to your monthly mortgage payment from $1,to $1,effective with the November 1, mortgage payment For your ease of reference, a breakdown of the November 1, mortgage payment is outlined below: Principal and Interest: $ 1, Base Escrow Collection: $ ($3, divided by 12) Monthly Escrow Shortage: $ ($ divided by 12) November 1, Payment $ 1, On October 1, 2015, you contacted CMS to inquire about your payment increase The CMS representative notified you that CMS paid the property taxes in the amount of $1, You stated that your taxes should have been $1,for the year, and not per installmentIn an effort to assist you in confirming accuracy of the tax disbursement, the CMS representative requested that the Tax Department research your concernThe CMS representative advised you to contact CMS back on October 12, Thereafter, on October 5, 2015, our records also indicate that CMS received a payment in the amount of $1,which was applied to your October 1, mortgage payment On October 14, you spoke with the CMS’s Customer Service DepartmentYou again stated that you believed CMS errored in disbursing the wrong amount for your property taxes, subsequently increasing your monthly payment The CMS representative reviewed the escrow account on your loan and submitted a request to our Tax Department to confirm the information shown on the systemDuring this call you requested to speak with a supervisor to file a formal complaint regarding the tax information on your escrow account Your call was then transferred to a supervisor, who again reviewed the information with you and again confirmed that a research request had been submitted to the CMS Tax Department to confirm the accuracy of the informationAfter the supervisor reviewed the issue with you, you disconnected the call On October 15, the CMS Tax Department confirmed with the [redacted] Tax Collector that your property taxes had increased, and confirmed that CMS had paid the correct amount of $1,for the first installment of your property taxes Regarding the “forbearance” status reported on your credit report, we have completed a review of your loan and determined that, due to an inadvertent error by one of CMS’s software vendors, an inaccurate status was reported to the credit reporting agencies The error was not due to any action on CMS’s part, and we specifically deny your allegation that the reporting error was made purposefully in retaliation for your inquiries regarding your escrow paymentsPlease be advised that CMS has already corrected the credit reporting status of your loan and received confirmation from all four credit agencies ( [redacted] , [redacted] , [redacted] and [redacted] ) that the credit reporting for your account has been updated and accurately reflects the status of your loan Please further note that you are entitled to order (every months) a free copy of your credit report from each of the major credit reporting agencies by calling [redacted] or visiting [redacted] Please note this website is the only one that is government authorized to provide you with free copies of your credit report Based on our investigation, CMS has confirmed that due to the increase in your county taxes, CMS’s escrow collections and disbursements are accurateAdditionally, CMS sincerely apologizes for any perceived uncooperative or unprofessional customer service you allege to have receivedLastly, we sincerely apologize for any inconvenience the credit reporting error may have caused, and we assure you that we are taking steps to ensure there are no future reoccurrences If 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 the complaint If 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 -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] 92803, or 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.m to 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 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 bureaus Late 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 the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.m Eastern Time or by mail at [redacted] *** North Carolina: Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No [redacted] & [redacted] and North Carolina Secure and Fair Enforcement Mortgage Licensing Act [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 Carrington Mortgage released a partial payment within one day of receiving this complaintI would prefer to keep this open until ALL insurance funds have been releasedThey tell me that all I need to do once repairs are complete is to have one of their inspectors sign off on the repairsI am concerned that they will delay that process if I close this complaint at this time Regards, [redacted]

February 8, Sent via the Revdex.com Portal and U.SMail: [redacted] , [redacted] RE: Case Number: [redacted] Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] , [redacted] Dear Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) and received in our office on January 12, 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 do not understand why CMS’s online payment website does not allow you to make additional payments to be applied to the principal balance of the loanYou state that on January 6, you learned that your December payment for $was placed in an unapplied status instead of being applied towards your principal balanceOn January 6, you allegedly spoke with five different individuals, including two supervisors, and requested that CMS apply the $to your principal balanceInstead, you claim that CMS applied the funds to your monthly mortgage payment due in FebruaryYou claim that a CMS representative advised you the funds were applied to a full contractual payment because you had about $in an unapplied statusAfter escalating the call to a supervisor, you were allegedly told this matter would not get escalated, that CMS would look into this, and that CMS would call you backIn addition, you would like to know why your monthly mortgage payment is going to increase from $to $beginning in FebruaryFinally, you state that your December payment did not get posted to the loan and that you were unable to pay $2,towards your principal balance on December You would like to receive an explanation about the purpose of the unapplied status bucket, the amount of funds currently being held in an unapplied status, and a breakdown of your escrow and total mortgage paymentYou would also like your payments applied to the principal balance to reflect the date CMS received each payment At the outset, a review of our records found that this Federal Housing Administration (“FHA”) insured loan originated on or about April 16, for $65,Enclosed is the Note and Security Deed both dated April 16, Unapplied Funds The unapplied funds account, also known as a suspense account or unapplied funds bucket, is a temporary holding account that mortgage servicers use to temporarily hold funds until the mortgage servicer is able to determine how to allocate the fundsCMS typically uses the unapplied funds account to hold partial payments or excess funds that it receives from its borrowersWhen a loan is contractually current and the next payment is not yet due, CMS will place any funds that it receives from its borrowers in an unapplied statusIf CMS does not receive specific posting instructions for these funds, the payments are posted pursuant according to a payment hierarchy Payment Hierarchy For FHA insured loans, payments that exceed the scheduled monthly payment amount are allocated pursuant to FHA’s payment posting hierarchyUnder the FHA payment hierarchy, funds are applied in the following order: • Taxes and Insurance • Principal and Interest • Escrow Advances • Late Charges • Corporate Advances • Fees • Pay up to one payment ahead • Principal curtailment Changes to the Monthly Payment Amount Pursuant to the terms of your Note and Security Deed, an escrow account was established from which payments for property taxes and homeowner’s insurance are paid by CMS on your behalfIf the cost of your property taxes and/or homeowner’s insurance changes, your escrow payments adjust accordinglyThus, your total monthly payment is subject to change even when your monthly principal & interest payment does not increase When this loan transferred to CMS, you had a principal and interest payment of $and a monthly escrow payment of $Your total monthly mortgage payment was $A breakdown of your monthly payment at the time of the service transfer is as follows: Principal & interest ..$ Base monthly escrow collection .$ Total monthly payment ....$ As required by the Real Estate Settlement Procedures Act (“RESPA”), CMS completed the enclosed escrow analysis on September 23, with an effective date of November 1, The purpose of the escrow analysis was to advise you of your projected escrow activity for your escrow cycle beginning November 1, and ending October 31, The escrow analysis projected your annual city taxes at $304.89, your annual county tax at $715.40, your monthly FHA insurance payment at $27.11, and your hazard insurance premium for $The escrow analysis projected an escrow cushion of $and a low point escrow balance of $This resulted in an escrow surplus of $204.62, which CMS disbursed to you on or about September 23, Effective November 1, 2014, your monthly escrow payment decreased from $to $A breakdown of your monthly mortgage payment following the September 23, escrow analysis is as follows: Principal & interest .$ Base monthly escrow collection .$ Total monthly payment $ 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 RESPA authorizes a maximum escrow cushion not to exceed 1/6th (i.eup to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve months, unless state law allows for a lesser amountWhen your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushionCMS does not include the disbursement of your yearly mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amountThe escrow analysis projected a cushion of $If 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] Based on the calculations from the September 23, escrow analysis, your low point escrow balance was $The escrow surplus resulted due to the difference between the projected low point of $and the escrow cushion projected at $ On December 19, 2014, CMS completed the enclosed escrow analysis with an effective date of February 1, The escrow analysis projected disbursements for your annual city taxes for $304.89, annual county tax for $713.86, annual hazard insurance for $963.00, and your monthly FHA insurance payment for $The escrow analysis projected an escrow cushion of $and a low point escrow balance of $166.42, resulting in an escrow surplus of $CMS spread the escrow surplus of $over twelve months, reducing your monthly payment by $0.10.A breakdown of your monthly mortgage payment following the December 18, escrow analysis is as follows: Principal & interest ..$ Base monthly escrow collection $ Monthly escrow surplus ...-$ Total monthly payment ..$ On December 18, 2015, CMS completed the enclosed escrow analysis with an effective date of February 1, The escrow analysis projected disbursements for your annual city taxes for $304.89, annual county tax for $712.34, annual hazard insurance for $1,123.00, and monthly FHA insurance payment for $In addition, the analysis projected an escrow shortage of $CMS spread the shortage over twelve months in order to reduce the impact on your monthly mortgage payment amountA breakdown of your monthly mortgage payment following the December 18, escrow analysis is as follows: Principal & interest ...$ Base monthly escrow collection .$ Monthly escrow shortage collection ....$ Total monthly payment ..$ Based on the calculations from the December 18, escrow analysis, your low point escrow balance was -$As a result, in order to reach a low point escrow balance of $356.70, the allowed 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $As indicated above, CMS will spread the shortage over twelve months in order to reduce the impact on your monthly mortgage payment amount, starting with your February 1, payment Please note that CMS will continue to notify you of any payment changes in writingEach time CMS completes an escrow analysis, we will provide you with a copy of it via U.Smail Payment Dispute On or about December 31, 2015, CMS received your payment for $Of these funds, CMS applied $to your December 1, payment and applied $to late feesOn or about January 2, 2016, CMS received your payment for $and placed the funds in an unapplied statusBased upon a review of our online bill payment system, you selected the option to apply your $payment to “Other Amounts” instead of “Additional Principal” On January 6, 2016, you called CMS to determine if your payment for $was applied to principalYou advised CMS that you were unable to make additional payments to your principal balance through the online bill payment systemThe CMS representative explained that you do have the ability to make your monthly mortgage payments and an additional payment to your principal or escrow balance via CMS’s online payment website after the monthly payment due dateIf you want to make your monthly mortgage payment and an additional payment to your principal or escrow balance before the due date, please note that you are able to do so in two transactions In the first transaction, system limitations only permit you to pay the total amount due for the monthly mortgage paymentIn the second transaction, which can be completed no sooner than the following business day, you may submit an additional payment towards your principal or escrow balance not to exceed the amount of $1,by entering that specific amount under the “other” category on the online payment websiteLastly, you also have the ability to make a payment towards your principal balance by mailing a personal or bill pay check not to exceed the amount of $10,If you want to make a payment towards your principal balance greater than $10,000.00, please make certain to send certified funds such as a money order or cashier’s check Since your December 1, payment was received on December 31, 2015, which is the last day of the month, you were unable to make an additional payment towards your principal balance through CMS’s online bill payment systemThe CMS representative explained that you were unable to make additional payments towards principal because you made your payment for December on December 31, You would have needed to make your additional payment towards principal in the same month that your December payment was dueThereafter, you requested to speak with a supervisor and then expressed your concerns to the supervisor about CMS’s online bill payment system’s limitations On or about January 7, 2016, CMS received your check for $dated December 31, Since your account now contained enough funds to apply your contractual payment due for January 1, 2016, CMS removed $from your unapplied funds account and used $from your check dated December 31, to make your January 1, payment for $CMS applied the remaining $to your February 1, paymentPlease note that this amount was not the full contractual payment amount due for February 1, On or about January 11, 2016, CMS received your check for $2,and correctly applied the funds towards your principal balanceThe same day, you called CMS to discuss your payment increaseWe are able to confirm that the CMS representative disconnected this telephone call because you would not refrain from directing profanity at the representative Shortly thereafter, you called back to CMS and requested to speak with a supervisor because the previous representative disconnected your telephone callDuring this telephone call, the CMS representative under teller number [redacted] incorrectly advised you the unapplied funds balance contained an excess of $After your call was escalated to a supervisor, the supervisor submitted a request to reverse your payments and apply the funds to your principal balanceBefore ending the call, the supervisor advised you to allow several business days for CMS to complete the reversal and reapplication of funds On or about January 12, 2016, you called CMS with additional concerns regarding the escrow shortage on the accountThe first representative you spoke to determined that you needed to speak to an escrow specialist and proceeded to transfer you to the CMS Escrow DepartmentOnce you were transferred, the CMS representative explained the escrow cushion to youYou then asked why CMS did not allocate the funds from the unapplied bucket to the escrow shortageThe CMS representative advised you that funds in unapplied could not be removed unless posting instructions specifically indicated how the funds should be appliedThe representative also advised that there were currently no funds in your unapplied bucket and placed you on a brief hold to investigate the issue furtherWhen she returned, the call was disconnectedYou called back that same day and spoke to a different representative who attempted to explain the escrow shortage and lack of unapplied funds to you againPrior to ending the call, the representative advised you she would put in a request to have $that was applied toward your February payment reversed and applied toward your principal balanceShe further advised that her supervisor would research your concerns regarding the unapplied funds balance Please be advised that CMS looked into the issue of your unapplied funds balance as you were previously advised that you had in excess of $in the bucketCMS is able to confirm that the representative you spoke with on January 11, incorrectly advised you of the unapplied funds balance and there are no funds in unappliedWe sincerely apologize for this error and the inconvenience it has caused youHowever, per your request, CMS has reversed the $that was initially applied to your February payment and reapplied the funds to your principal balance effective January 19, As of the date of this response, the loan is current and due for the March 1, paymentBased on the foregoing, we believe the record is clear that CMS has properly managed your escrow account and has been forthright during each communication with youWe trust that this communication addresses all of your concerns noted in the complaintCarrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may haveWe can be reached at [redacted] Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate Enclosures: Note and Security Deed both dated April 16, Escrow Analysis – September 23, 2014, December 19, 2014, December 18,

Carrington home mortgage has failed to process my automatic draft payment on two occasionsThe most recent of which was on May 10th, My repeated attempts to resolve both on their website and by phone have not resulted in correctionTheir website incorrectly shows the status of my payment, in fact showing a successful payment on 5/10/During a telephone call on 5/31/I was verbally made aware that carrington will no longer accept payment by phone, by bank draft, or personal checkWhen they were asked how/when they communicated this change, they specifically said that no such communication has been sentI have received no communication from Carrington by phone, mail, or email prior to today (5/31/16) that electronic payments are no longer accepted on my account ending When asked what methods were available for payment, the individual representing carrington recommended using [redacted] or some other wire transfer serviceThe individual further stated that no electron

August 10, [redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Mr***: 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 16, 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, our records show that you filed for protection under a Chapter Bankruptcy, case number [redacted] on February 25, On October 12, the courts granted your request to discharge all secured and unsecured debts listed on your original petitionAs you failed to reaffirm the debt prior to obtaining the discharge, you were no longer personally liable to repay the discharged debtHowever, the discharge did not extinguish the lien on the subject property Please note that CMS has attempted to assist you in retaining ownership of the property since To that end, on January 7, 2010, CMS began issuing you solicitation notices under the Home Affordable Modification Program (“HAMP”) that informed you of the no-cost programs designed to assist borrowers seeking to avoid losing a home to foreclosureBecause you did not respond to CMS’s initial solicitation effort, CMS issued a second HAMP solicitation notice to you on April 8, Our records show that you also failed to respond to CMS’s second attempt to provide you with mortgage assistance Over the following years, CMS continued efforts to provide you with mortgage assistance; however, due to the ongoing delinquency, and because CMS was not in receipt of your request for mortgage assistance, the subject loan was reviewed and approved for foreclosure effective April 6, The loan was contractually delinquent and due for the December 1, payment at the time of the foreclosure referral On May 29, 2013, CMS spoke with your Authorized Third Party (“ATP”), Ms [redacted] ***, who requested that CMS establish a Repayment Plan (“RPP”) to cure the outstanding delinquent balance owedAs requested, CMS extended a RPP requiring CMS to be in receipt of $3,on June 1, followed by two consecutive monthly payments in the amount of $1,CMS is able to confirm that the RPP was successfully completed on August 5, and the loan was reinstated from foreclosure showing due for the September 1, mortgage payment Regretfully, the loan again fell delinquent shortly thereafter, and CMS then began issuing new HAMP solicitation notices on August 26, informing you of the no-cost programs that were designed to assist borrowers seeking to avoid losing a home to foreclosureBecause you did not respond to CMS’s new solicitation effort, CMS issued a second HAMP solicitation notice to you on September 15, Our records show that you also failed to respond to CMS’s second attempt to provide you with assistance Due to the ongoing delinquency and because CMS was not in receipt of your mortgage assistance request, the subject loan was reviewed and approved for foreclosure effective October 18, The loan was contractually delinquent and due for the February 1, payment at the time of the foreclosure referral On December 19, 2014, CMS received your loan modification application for consideration under HAMPA preliminary review of your application found that CMS was not in receipt of your lease agreement(s), a contribution letter, and a Quit Claim Deed (“QCD”)Accordingly, CMS issued you the attached Initial Package Acknowledgement – Incomplete Notification (“IPA-IN”) requiring CMS to be in receipt of all missing information on or before January 28, Regretfully, CMS was not in receipt of the missing information within the allotted timeframeConsequently, CMS issued you the attached HAMP Non-Approval Notice on January 16, On February 21, 2015, CMS received your new loan modification application for consideration under HAMPA review of your application found that CMS was not in receipt of your benefit income award letter, proof of receipt of the benefit income, a child support award letter, and proof of receipt of child support incomeAs required, CMS issued you the attached Irequiring CMS to be in receipt of all missing information on or before March 28, On March 12, 2015, CMS received all of the missing information and your file was then sent to the Underwriting Department for final consideration On March 16, 2015, CMS completed the HAMP review and determined that the property was ineligible under HAMP because the property was non-owner occupied and you had no intent to retain the propertyConsequently, CMS issued you the attached HAMP Non-Approval Notice informing you of the HAMP determinationFor these same reasons, you were also ineligible for CMS’s alternative loan modification programThe same day, CMS issued you the attached loan modification Non-Approval Notice On April 24, 2015, you contacted CMS and requested a payoff statementBecause your loan was in an active foreclosure status, CMS was required to contact the foreclosure attorney’s office to obtain the amount of the outstanding foreclosure fees and costsOn May 15, 2015, CMS provided you with a copy of the attached payoff statement via emailCMS apologizes for any inconvenience you may have experienced due to the delay in providing you with this payoff statement On May 6, 2015, your ATP contacted CMS and explained that you desired to liquidate the property via a Short Sale (“SS”)The CMS representative notified your ATP that in order to consider your SS request, CMS must be in receipt of an offer to purchase the property, along with an updated request for mortgage assistanceThe CMS representative intended to issue you a blank mortgage assistance application; however, due to an inadvertent clerical error, CMS issued you the attached SS Approval Notification template instead CMS would like to point out that the SS Approval Notification template did not provide any approval information such as the amount of the approved net proceeds, the contract sales price, commission amounts, an expiration date, or any other information indicating that the SS Approval Notice was a valid reflection of an actual approval CMS is uncertain as to why you would believe that the SS was approved when the SS Approval Notification template contained no information surrounding specific SS approvalWe are also uncertain why your real estate agent did not notice that there was no specific approval information contained within the SS Approval Notification templateMoreover, CMS was not in receipt of any documentation from you regarding the SS offer you received nor was CMS in receipt of your request for mortgage assistance that your ATP was informed would be required for CMS to begin reviewing the SS requestNevertheless, CMS sincerely apologizes for providing you with the SS Approval Notice template in error On July 10, 2015, CMS received your request for mortgage assistance for SS consideration with an offer in the amount of $77,A review of your application found that CMS was not in receipt of your completed 4506T-EZ form, the listing agreement, an estimated closing settlement statement (“HUD-1”), or the buyer’s loan approval/pre-qualification letter/ or proof of fundsAccordingly, CMS issued you the attached Initial Package Acknowledgement – Short Sale/Deed in Lieu Notice requiring that CMS be in receipt of all missing information on or before August 9, Shortly thereafter, CMS received some of the missing information As of the date of this letter, CMS is still not in receipt of the below outlined missing informationCMS encourages you or your real estate agent to provide CMS with the below missing information which can be sent to CMS via fax at [redacted] or via email at [redacted] Upon receipt of the missing information, CMS will continue the necessary actions required to fully review your SS request • Updated pre-approval letter with the correct loan amount and purchase price • Buyer’s proof of funds for down payment • Addendum to the Purchase Contract (Current contract expires August 19, 2015) Based on the foregoing, we believe the record is clear that CMS has diligently attempted to assist you in avoiding foreclosure, although the property failed to qualify for all available home retention programs and CMS is not yet in receipt of all missing information required to complete the SS reviewShould you wish to further discuss any aspect of the SS process, we encourage you or your real estate agent to contact CMS’s Home Retention 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 -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 [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 -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] -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 -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] *** TENNESSEE: This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance

October 12, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] *** [redacted] *** [redacted] [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 September 25, 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 state that you satisfied the loan in full in July You also state that CMS disbursed a payment to your homeowners insurance carrier the prior month that resulted in an overpayment of your homeowners insurance policy premium As a result, your homeowners insurance carrier issued a refund check to CMS CMS then proceeded to send the refund check to you; however, CMS failed to endorse the refund check and you were unable to cash the check You express dissatisfaction that after numerous telephone calls to CMS’s Customer Service Department, a replacement check has not been issued to you Your desired resolution is for CMS to issue an apology to you for the poor customer service and to issue a new check to youA review of our records found that on or about June 8, 2017, CMS’s insurance vendor, South West Business Corporation (“SWBC”), received notification from your homeowners insurance carrier, Farm Bureau Mutual Insurance Company of Idaho (“FBMICI”) that a payment in the amount of $was due on your policy Accordingly, that same day, SWBC disbursed $from your escrow account and issued check to FBMICI to satisfy the premium due on your homeowners insurance policyOn July 3, 2017, CMS received payoff funds in the amount of $134, That same day, CMS applied the funds to satisfy the loan in full The funds were applied to accrued interest of $and $133,was applied to satisfy the principal balance An escrow overage check in the amount of $was issued to you on July 18, On or about August 3, 2017, SWBC received check number in the amount of $from FBMICI Because your loan was paid in full, SWBC sent the check to CMS’s Cashiering Department with instructions to endorse and forward the refund check to you Regrettably, due to inadvertent clerical error, the refund check was sent to you without endorsement on August 8, CMS sincerely apologizes for any inconvenience you may have experienced due to this inadvertent clerical errorOn August 23, 2017, you contacted CMS stating that you had received an escrow refund check; however, the check was payable to CMS and you were unable to cash the check The CMS representative reviewed your account and informed you that she would open a request to have a new check issued payable to you Unfortunately, because the insurance refund check was not issued by CMS, it was not reflected in your account history As a result, the CMS representative incorrectly identified the escrow overage check in the amount of $as the check you were concerned about, and opened a request to have the escrow overage check reissued to you CMS sincerely apologizes for any inconvenience you may have experienced due to the misunderstanding on the part of the CMS representative On September 18, 2017, you contacted CMS to inquire whether a new check had been reissued The CMS representative reviewed the account and determined that the only refund check that CMS has issued to you was the escrow overage check in the amount of $208.32, which the CMS representative confirmed had cleared on August 16, You then clarified that you were calling about a check in the amount of $that was issued by FBMICI payable to CMS The CMS representative reviewed your account history and identified the check issued by CMS to FBMICI on June 8, The CMS representative informed you that he would open a request to place a stop payment on that check and have the check reissued to you Unfortunately, that check had already cleared on June 14, It is important to note that because the check in your possession was not issued by CMS, we were unable to issue a new check payable to you The CMS representative should have instructed you either to return the check to CMS for endorsement or to contact your insurance carrier directly to have a new check reissued payable to you CMS sincerely apologizes for any inconvenience you may have experienced as a result of the CMS representative’s failure to properly advise of your optionsOn September 21, 2017, you contacted CMS to obtain a status on having a new check issued to you The CMS representative reviewed your account and again informed you that according to your account history, only one check in the amount of $had been issued to you by CMS You again clarified that you had a check in the amount of $from FBMICI that you were unable to cash The CMS representative correctly informed you that CMS was unable to issue a new check to you because the check in your possession was not issued by CMS but by your insurance carrier The CMS representative offered to transfer your telephone call to SWBC to determine whether they could contact FBMICI to have a new check issued to you You then became abusive toward the CMS representative and the CMS representative terminated the call CMS representatives reserve the right to terminate any calls from the borrowers that are verbally abusive, personally insulting, use profanity and/or threaten acts of violence against CMS or its representatives It is important to note that on October 11, 2017, I personally contacted FBMICI and spoke to Tina [redacted] in their Accounting Department to determine whether FBMICI would be able to re-issue a new check to you Ms [redacted] reviewed your policy and advised me that check number in the amount of $was voided on September 22, at the request of your local office Ms [redacted] further stated that the funds were applied toward your current homeowners policy also at the request of your local officeOnce again, we sincerely apologize for any inconvenience that you may have experienced as a result of our Cashiering Department failing to endorse the homeowners insurance refund check prior to sending it you Additionally, we apologize if the level of customer service you received from CMS did not meet your expectations In 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 wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, 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, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486- 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 TimeSincerely, [redacted] Customer Advocate CC: Revdex.com

May 20, [redacted] RE: Complaint I.DNo.: [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”) regarding the above-referenced loan received in our office via email on April 24, 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 inquiry As we understand your complaint, you claim that CMS failed to close your loan in time to meet the closing date of home purchase transaction which was scheduled to close concurrently with the sale of your current home on April 23, You further claim that there were delays by CMS in the processing of your loan application and allege that CMS has not been forthcoming with you about the progress of your loan application In addition, you state that CMS’s inability to meet the scheduled closing date has put you at risk of having the purchase contract canceled by the sellers Lastly, you state that you have also incurred moving expenses and experienced a loss of income because you took time off to complete the move on the scheduled closing date Upon review, our records show that on or about February 16, 2015, you applied for an FHA loan along with co-borrower [redacted] and communicated with Loan Officer, [redacted] , about your loan application After reviewing your credit report information which indicated that you had derogatory public records and a low credit score, Mr [redacted] and you decided to remove your name from the application and proceed with Mr [redacted] as a sole applicant as of March 12, Please note that as of the date of this correspondence CMS does not have the proper authorization to disclose account information to you In light of the above, CMS is unable to respond to the issues raised in your complaint without the primary borrower’s written consent to do soTo provide you with the necessary authorization, the primary borrower can write a letter which can be submitted directly to the undersigned The letter must include the information referenced below Third Party Representative Name Third Party Representative Contact Number Third Party Representative I/Password Authorization Expiration Date (if applicable) Printed name, date and signature of the Primary Borrower To expedite receipt of the letter of authorization, the primary borrower can fax it directly to the undersigned at [redacted] Once you are added as an authorized third party on the account, CMS will be more than happy to address any concerns or issues you may have As always, please remember that CMS remains committed to the highest standards of customer satisfaction and will do the utmost to assist any customer with a complaint If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, Sincerely, [redacted] Customer Advocate CC: Revdex.com

I get roughly calls a month stating my payment is late before my due dateNo voicemail messages are left and calls are done by a robo call systemI called them back one time and they stated it was late reminder message even though no voicemail nor email is sent It's becoming harassment

June 24, [redacted] ** [redacted] RE: Complaint ID No.: [redacted] MLD Loan No.: [redacted] Property Address: [redacted] Dear Mr [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 May 28, 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 inquiry As we understand the complaint, you claim that you applied for a U.SDepartment of Agriculture (“USDA”) insured loan with CMS and as of May 4, you complied with all the conditions requested You further state that on May 11, 2015, additional conditions were requested from underwriting which you also promptly satisfied and were informed that your file had been sent back to underwriting; however, as of the date of your complaint you have not received a response and your telephone calls are not being returned Upon review, our records show that you initially started your loan application with CMS in December 2014; however, the loan was secured by new construction which did not break ground until the end of February Thereafter, on April 27, the loan was referred to underwriting for review and processing Subsequently, on May 13, 2015, the underwriter indicated that your debt to income ratio of would not qualify for the loan; however, CMS did not decline the loan at that time and instead placed the loan into a suspended status The suspended status allowed you the opportunity to provide additional information and documentation for reconsideration without you having to reapply On May 18, 2015, CMS received the additional information and documentation identified at the time the loan was suspended and your loan application was sent to underwriting for review and processing that same day On June 2, 2015, CMS underwriting provided a conditional approval Subsequently, the conditions were completed on June 6, and on June 11, your file was sent to USDA for review and disposition As of the date of this letter, your loan application is with USDA and CMS anticipates a response shortly Upon receipt of the USDA decision, CMS will promptly notify you in order to proceed with the next steps as applicable Based on the foregoing, we conclude that CMS has processed your loan application in accordance with the USDA established lending guidelines Although it has taken time to complete the outlined conditions of the loan approval, CMS referred the file to USDA promptly upon receipt of the outstanding requirements Nevertheless, we acknowledge, that CMS missed opportunities to communicate better with you during this process and would like to take this opportunity not only to express our sincere apologies for the inconvenience that she may have experienced in this matter, but also 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 In the meantime, Loan Officer, [redacted] will continue to provide you with status updates on your loan application and is also available to answer any questions you may have Please note that Ms [redacted] d can be reached at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Eastern Time or via email at [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, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com