Carrington Mortgage Services LLC

April 18, [redacted] RE: Complaint No.: [redacted] Loan No.: [redacted] Property Address: [redacted] ***, [redacted] Dear Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal to our response to your complaint (the “Rebuttal”) filed with the RevDex.com (“Revdex.com”) and received in our office via email on April 4, 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 Rebuttal, you claim that CMS adjusted your payment four times within a three month period, and you believe that these payment adjustments were a direct result of an over-payment of your taxes and insurance by CMS In addition, you claim that you made your payment as instructed by CMS and the payment was applied to the suspense account and not towards your monthly paymentLastly, you claim that CMS is incorrectly reporting your loan information to the credit agencies, and you request that CMS remove the derogatory information reported on your loan We regret that you were dissatisfied with our response to your complaint CMS is committed to the highest standards of customer satisfaction and professionalism, and we take all legitimate complaints regarding the conduct of our business very seriously Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response and address any outstanding concerns in this matter We acknowledge that CMS completed four escrow analyses on your loan The first escrow analysis was completed on November 20, 2015, as part of the post service transfer activities as required by Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) The second escrow analysis was completed on January 15, 2016, to make the necessary adjustments to your escrow account due to the county tax refund that had been credited to your account on December 10, The third analysis was completed on March 3, 2016, per your request to spread the repayment of the escrow shortage from twelve months to twenty-four months to help reduce your monthly payment The fourth escrow analysis was completed on March 18, 2015, to adjust the projected homeowner’s insurance premium to match the updated insurance information received by CMS, and helped further lowered your monthly payment Additionally, please note that the reasons for the updated escrow analyses were communicated to you by mail in the form of an Annual Escrow Account Disclosure Statement (“AEADS”) and by telephone during conversations that took place on January 11, 2016, January 21, 2016, February 10, and March 2, More specifically, during the telephone conversation of January 11, CMS notified you that the refund from the county tax collector in the amount of $had been received by CMS and credited back to your escrow account on December 10, 2015, and that an updated AEADS would be forthcoming that would include a payment adjustment due to the credit to the escrow account Subsequently, on January 15, 2016, CMS sent you the updated AEADS that informed you your monthly payment had changed from $1,to $1, beginning January 1, That same day, CMS received a payment from you in the amount of $895.66, as this payment was less than the required monthly payment of $1,055.18; this payment was applied to the suspense account On January 21, 2016, you contacted CMS and during this call CMS once again informed you that the refund from the county tax collector in the amount of $had been received by CMS and credited back to your escrow account on December 10, Additionally, you were informed that an updated AEADS had been completed and that your new monthly payment amount was $1, Also, you were informed that your payment received on January 15, in the amount of $was short by $and, therefore, the payment had been applied to your suspense account During this call you did not wish to make any arrangements to pay the shortage of $159.52, and you requested a copy of the AEADS which was sent to you that same day On February 10, 2016, you called CMS and during this call you disputed being late on your loan and indicated that you have been making your payments on time every month The CMS Representative explained that the payment amount of $received by CMS was less than a full monthly payment and, therefore, CMS could not apply this payment to the contractual payment due until the balance to complete the full payment amount was received That same day, CMS received another payment in the amount of $ This payment was combined with the funds in suspense to make a complete payment, which was applied to the January 1, payment in the amount of $1,055.18, leaving $in suspense On March 2, 2016, you called CMS and again inquired about the duplicate tax payment The CMS Representative notified you that the refund from the county tax collector in the amount of $had been received by CMS and credited back to your escrow account on December 10, You stated that you were having difficulty making the higher monthly payment, and the CMS Representative recommended having the repayment of escrow shortage spread over a longer period of timeThe Representative suggested a twenty-four month repayment schedule to help lower your monthly payment, and you agreed with this recommendation On March 3, 2016, an updated AEADS was completed and sent to you This AEADS informed you that your payment had been reduced from $1,to $ beginning March 1, On March 16, 2016, CMS received notification of your homeowner’s insurance renewal in the amount of $1, This amount is $lower than the prior year’s insurance premium of $1, It is important to note that the prior year’s annual homeowner’s insurance premium is used to project the advances for the following year on your AEADS Therefore, CMS completed an updated AEADS to change the projected annual homeowner’s insurance amount and lowered your monthly payment from $to $beginning April 1, Lastly, we have determined that the information reported to the major credit agencies properly reflects your payment history and loan information at this timeTherefore, no changes are needed It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regards to the loan status, payment history and loan information Additionally, we did not find any evidence to support your claim that you were informed by CMS to make a payment in an amount less than a full monthly payment Also, our records show that CMS has not advanced payment for your homeowner’s insurance as it is not due until May The last homeowner’s insurance advance took place on June 1, and the payment was paid by the prior servicer Please be advised 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, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [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 bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***, [redacted] ***

The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on January 9, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that CMS failed to credit a check in the amount of $3,towards your escrow account, which in turn caused your monthly mortgage payment to increase In addition, you claim that the missing check was deposited and cleared on July 15, At the onset, our records show that your loan was originated by CMS through your broker of choice, [redacted] ***, on June 25, and had a first payment due date of August 1, A further review of the HUD-Settlement Statement shows that the title company in question, [redacted] (“ [redacted] ***”), was responsible to pay your yearly homeowner’s insurance premium directly to [redacted] in the amount of $3, On or about July 1, CMS received check [redacted] in the amount of $3,from [redacted] *** As the check in question was not made payable to CMS, the check was returned to [redacted] that same day On July 28, CMS disbursed a payment of $3,towards your yearly home owner’s insurance premium which we show was $3,454.37, leaving a balance due of $ On September 5, CMS made a second disbursement towards your homeowner’s insurance premium in the remaining amount of $ On September 26, you contacted our insurance vendor, Southwest Business Corporation (“SWBC”) and advised them that you were in the process of changing insurance carriers You also confirmed that you would be paying the new premium out of your pocket In addition, SWBC agreed not to pay the premium unless there was a remaining balance owed On October 9, SWBC received a copy of your new homeowner’s insurance policy with [redacted] which reflected a new yearly premium of $2,for the policy period October 3, through October 3, On November 23, your escrow account was analyzed, which revealed that your monthly escrow payment had decreased from $to $ This analysis also reflected an escrow shortage in the amount of $3, In an effort to allow you time to repay this shortage, CMS spread the negative escrow balance of $3,over a twelve month period causing your monthly mortgage payment to increase from $1,to $1,effective with the January 1, payment Furthermore, on December 2, you contacted CMS directly and mentioned that check [redacted] in the amount of $3,had been sent to CMS in July and cleared the bank on July 15, As the CMS representative did not see a deposit for this specific amount on your loan, you were encouraged to submit your concerns in writing along with a copy of the cashed check to our Customer Service Research Department via fax On December 4, you contacted CMS again to confirm receipt of your fax which contained a copy of the front of the missing check It was during this call that the CMS representative confirmed that your fax had been received You were also advised that a Supervisor was looking into your concerns On December 26, you contacted CMS again looking for a status update of your request for research As you know, you were clearly advised that it could take up to thirty (30) days to complete the review It was also on this day that you emailed our Customer Advocate Department to further escalate your concerns Accordingly, your loan was escalated to our Customer Service Research Department to expedite the research process Lastly, our records show that check [redacted] in the amount of $3,was located and applied towards your escrow account on January 14, On January 23, your escrow account was re-analyzed decreasing your monthly escrow payment from $to $which in turn also decreased your total monthly payment from $1,to $1,effective with the February 1, payment Attached for your reference are copies of all Annual Escrow Account Disclosure Statements dated November 28, 2014, January 15, and January 23, Based on the foregoing we believe the record is clear that [redacted] was responsible to pay your homeowner’s insurance premium directly to [redacted] per the attached HUD-Settlement Statement Any concerns regarding the failure of [redacted] to disburse funds as instructed should be addressed to [redacted] directly As of today’s date, your loan is contractually current and due for the March 1, payment 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, Pacific Time Sincerely, [redacted] Customer Advocate -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 54285, Irvine, CA 92619-4285, or calling 1-800-561- Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 9:p.mEastern Time, Monday through FridayYou may also visit our website at myloan.carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD STATEMENT- Pursuant to section of the Housing and Community Development Act of 1987, you may have the opportunity to receive counseling from various local agencies regarding the retention of your home You may obtain a list of the HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number at (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 has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Service Members Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -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 (800) 561-4567, Monday through Friday, 8:a.mto 9:p.mEastern Time or by mail at P.OBox 54285, Irvine, CA –

August 16, [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Complaint I.DNo.: [redacted] Dear Mr***: 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 4, 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 has improperly notified the credit reporting agencies that the December and June mortgage payments were paid more than thirty days late You state that you have never paid any of your mortgage payments late and you are requesting CMS to update the credit reporting for your loan to reflect that these two mortgage payments were paid timely At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from Bank of America N.A(“BANA”) to CMS on April 2, On April 6, 2015, 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 April 1, mortgage payment We are able to confirm that CMS received your April 1, through November 1, mortgage payments within the same month that each of the payments became due as shown below Payment Due Date Amount Received Date Received Month Paid 04/01/$2,04/16/04/01/05/01/$2,05/29/05/01/06/01/$2,06/22/06/01/07/01/$2,07/16/07...⇄ As of December 10, 2015, CMS was not in receipt of your December 1, mortgage payment Accordingly, CMS issued the attached letter notifying you that your loan was past due and that if CMS was not in receipt of your December 1, mortgage payment on or before December 16, 2015, a late charge in the amount of $would be assessed to your loanOn December 18, 2015, CMS issued you a new letter that informed you CMS was still not yet in receipt of your December 1, mortgage payment and that a late charge in the amount of $was assessed to your loan We would like to take this opportunity to remind you that all payments are due on the first day of each month, and are considered late as of the second day of the monthIf the payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loan Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent We encourage you to remit your payment to CMS on the date that it becomes due to prevent late fees, or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment CMS is uncertain as to why you claim that your December 1, mortgage payment was paid timely, as CMS was still not in receipt of your December 1, payment on January 6, when CMS issued another letter notifying you that your loan was thirty days past due This letter encouraged you to apply for mortgage assistance if you were having financial difficulty in paying your mortgage payments It was on January 15, 2016, when you accessed CMS Interactive Voice Response (“IVR”) telephone payment system and made a telephone payment in the amount of $2,which was sufficient to satisfy your December 1, mortgage payment Over the following months, CMS received monthly mortgage payments from you and although the payments were received by CMS on or near the last day of the month, the payments were received by CMS within the same month that each of the payments became due as outlined below Accordingly, no derogatory information was reported to the credit reporting agencies for the payments that became due from January through May Payment Due Date Amount Received Date Received Month Paid 01/01/$2,01/29/01/01/02/01/$2,02/29/02/01/03/01/$2,03/31/03/01/04/01/$2,04/30/04...⇄ As of June 10, 2016, CMS was not in receipt of your June 1, mortgage payment Thus, CMS issued you a new letter notifying you that your loan was past due and that if CMS was not in receipt of your June 1, mortgage payment on or before June 16, 2016, a late charge in the amount of $would be assessed to your loanOn June 18, 2016, CMS issued you another letter informing you that CMS was still not yet in receipt of your June 1, mortgage payment and that a late charge in the amount of $was assessed to your loan On July 19, 2016, you accessed CMS’s online payment system and made an electronic mortgage payment in the amount of $2,which was sufficient to satisfy your June 1, mortgage payment CMS is uncertain as to the reason you believe this payment was paid timely as our records show that this payment was received well after the month in which it became due On August 1, 2016, CMS received funds in the amount of $2,which were sufficient to satisfy your July 1, mortgage paymentThat day, CMS applied those funds to your July 1, mortgage payment As of the date of this letter, your loan is past due for the August 1, mortgage payment In light of this information, CMS respectfully submits that the December and June mortgage payments were in fact received by CMS after the month in which the payments became due and were properly reported to the credit reporting agencies as being thirty 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 information We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information We are, therefore, unable to make the requested changes to the reported information For your ease of reference, please find a copy of your loan payment history along with the loan servicing system payment codes and definitions Please be advised that should you identify any payment that was successfully debited from your bank account but that is not reflected within the loan payment history, front and back copies of the negotiated payment should be sent to CMS along with a written statement notifying CMS of any perceived application error 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 complaint 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 Time You 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 Based on the foregoing, we believe the record is clear that CMS has properly reported loan and payment information to the credit reporting agencies 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 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 -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

April 4, Original Sent via Regular Mail [redacted] * [redacted] l [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] * [redacted] Co-Borrower: [redacted] * [redacted] l Property Address: [redacted] ***, [redacted] , [redacted] Complaint I.DNo.: [redacted] Dear Mr [redacted] and Mr [redacted] l: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a rebuttal filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on March 28, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As you are aware, our Customer Advocate Department originally received an inquiry from you via the Revdex.com on March 14, which raises the exact same issues as this complaintAccordingly, the loan was researched and a response was sent to you by CMS with a copy to the Revdex.com on March 28, A copy of that response letter is included here for your ease of referenceAlthough the March 28, response provided forty pages of documents to support the information outlined in the response letter, CMS is not attaching copies of those same documents in an effort to avoid unnecessary duplication of efforts After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as 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 requiredBecause CMS has already responded to your claims, CMS position remains unchangedMoreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence from you raising substantially the same or identical claims As it pertains to your concerns with the comments you have read about CMS online, we respectfully submit that unrelated complaints purportedly made by other customers regarding their accounts are not relevant to the servicing of your loanMoreover, in order to protect the financial privacy rights of other customers, CMS is unable to comment regarding the specific details regarding those complaints, including whether those complaints have any merit and/or whether CMS might have resolved such complaints in a manner favorable to the complaining parties 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:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box ***, Anaheim, CA 92803, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at 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 loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to 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 immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox ***, Anaheim, CA TENNESSEE: This collection agency is licensed by the Collection Service ***rd of the Department of Commerce and Insurance

April 3, [redacted] RE: Loan No: [redacted] Property Address: [redacted] Complaint J.DNo.: [redacted] Dear Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com received in our office viaFebruary 26, CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may haveThe following is our response to the issue(s) raised in theinquiry.As we understand your complaint, you were in the process of applying for a loan modificationwith [redacted] ("***") when your loan was service transferred to CMSSince theservice transfer, you have continued to pursue loan modification with CMS but you are stillwaiting for a decision on your applicationAs a result, you have expressed your frustration withthe loan modification process.At the outset, please note the servicing of this loan transferred from [redacted] to CMS on August 2,Attached for your ease of reference is a copy of the August 12, Notice of ServiceTransfer ("Hello Letter") CMS sent to youCMS is not able to address inquiries regarding loanissues that occurred during the period the loan was serviced by the prior servicerAt the time ofthe service transfer, the loan was in default and was contractually due for the March 1, 2014payment.On or about September , 2014, you contacted CMS to ascertain the status of your loanmodification applicationUnfortunately, the documents you had provided to your prior servicerwere not transferred to CMSCMS offered to provide you with a new loan modificationpackageYou indicated that you would provide CMS with the documents you sent to your priorservicer.On October 29, 2014, CMS sent the attached Right Party Contact Notice - First Notice toacknowledge your request for mortgage assistanceOn November 5, 2014, CMS received a loanmodification application package from you.On December 3, 2014, CMS sent the attached Initial Package Acknowledgement - CompleteNotification to inform you that your Initial Package satisfied the requirements to proceed withthe loan modification reviewCMS also informed you that you would have a decision on yourloan modification application within calendar days of receiving the complete package.However, when you contacted CMS on December 8, 2015, CMS informed you that the IRSrejected the 4506-T included in your packageCMS sent you a new 4506-T which you returnedon the following day.On January 10, 2015, CMS sent the attached Incomplete Information Notice to inform you thatCMS had conducted an evaluation of your package and determined that documentation waseither missing or outdatedIn this instance, CMS requested that you provide a Monthly LivingExpenses Worksheet no later than February 14, Unfortunately, we did not receive therequired document by that date.On February 17, 2015, CMS was not able to offer you a Home Affordable Modification becauseCMS did not receive the documents it requested to continue the reviewCMS sent the attachedHome Affordable Modification Program - Non-Approval Notice to inform you that your loanmodification application had not been approved.On February 23,2015, you contacted CMS to discuss the loan modification reviewSeveral daysafter that call, CMS received a new loan modification application package from you.On March 7, 2015, CMS sent the attached Initial Package Acknowledgement - CompletionNotification to inform you that your Initial Package satisfied the requirements to proceed withthe loan modification reviewCMS also informed you that you would have a decision on yourloan modification application within calendar days of receiving the complete package.We are happy to inform you that you have been approved for a VA Trial Period Plan ("TPP").On April 1, 2015, CMS sent the attached VA Trial Period Plan Agreement which explains theterms and conditions of your TPPPlease note that to accept the TPP you must return a fullyexecuted copy of the Acknowledgement of Borrower(s) to CMS by May l, 2015.We understand that the loan modification application process can be lengthy as there are specificrequirements that must be met during a reviewWe truly appreciate your patience during theprocessLastly, we sincerely apologize that you were not satisfied with the customer service andcommunication you receivedCMS will conduct an investigation concerning your allegationsand take appropriate action in light of our findings.We trust that we have completely addressed your concernsCarrington Mortgage Services, LLCis committed to customer satisfactionWe can be reached at [redacted] Monday throughFriday, 8:00AM to 5:00PM, Pacific Time[redacted] CC: Revdex.com

RE: Complaint ID: [redacted] Loan No.: [redacted] Property Address: [redacted] Dear Mrand Mrs***, The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 4, 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 inquiryAs we understand your complaint, you allege CMS has miscalculated the proper cushion being collected for your escrow accountYou further allege CMS has called you several times to solicit you for a refinance, but has provided you with inconsistent and incorrect information regarding your existing loanYou go on to state that CMS is not the original lender and does not have the right to change the terms of your loanLastly, you claim that your mortgage payment is higher than you expected and your mortgage payment continues to increase At the outset, please note that the servicing rights to your loan were transferred from [redacted] (“***”) to CMS on April 2, On April 6, 2015, CMS issued the attached Notice of Servicing 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 May 1, mortgage paymentAs a preliminary matter, please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transfer It is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 5% and your monthly principal and interest payment of $also remains unchangedIt is also important to 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 the 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 fundsSpecifically, as you correctly noted in your complaint, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over a twelve month period, unless state law allows for a lesser amountAdditionally, when an escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amountIf you want to have a better understanding of RESPA, escrow accounts, and yours rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at [redacted] DThat said, on May 20, CMS analyzed your escrow account and sent you the attached Annual Escrow Account Disclosure Statement (“AEADS”)The purpose of the May 20, AEADS was to advise you of the projected escrow activity for your escrow cycle beginning July 1, and ending June 30, More specifically, the AEADS projected your yearly county taxes would be $1,and the yearly homeowner’s insurance premium would be $The total disbursements for the escrow cycle beginning July 1, and ending June 30, were calculated to be $2,301.46, which if spread over a twelve month period is equal to approximately $every monthBased on the calculations from the May 20, AEADS, your low point escrow balance was negative $As a result, in order to reach the required escrow balance of $383.56, the allowed 1/6th escrow cushion, CMS needed to collect an escrow shortage in the amount of $($plus $equals $704.05)Please note the escrow shortage was spread over a twelve month period starting with the July 1, mortgage payment, resulting in your overall monthly mortgage payment increasing by $from $to $On July 24, CMS completed another escrow analysis as part of the ordinary course annual escrow analysis cycle for properties located in the State of Ohio The purpose of the July 24, AEADS was to advise you of the projected escrow activity for your escrow cycle beginning September 1, and ending August 31, More specifically, the AEADS projected your yearly county taxes would be $1,and the yearly homeowner’s insurance premium would be $ The total disbursements for the escrow cycle beginning September 1, and ending August 31, were calculated to be $2,301.46, which if spread over a twelve month period is equal to approximately $every month Based on the calculations from the July 24, AEADS, your low point escrow balance was negative $As a result, in order to reach the required escrow balance of $383.56, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the amount of $($plus $equals $586.71), which is $less than the previously calculated shortagePlease note the escrow shortage was spread over a twelve month period starting with the September 1, mortgage paymentBecause the shortage was $less than previously calculated, your overall monthly mortgage payment decreased by $from $to $($divided by twelve equals $9.78)In light of the above, we believe the escrow portion of your payment has been properly calculatedWith respect to your claims that CMS representatives gave you incorrect information regarding your loan, our records indicate that on February 2, 2016, you spoke with a CMS representative regarding a principal and interest statement you received showing that your loan carries Private Mortgage Insurance (“PMI”)During that call, you advised the CMS representative that your loan should be a Federal Housing Administration (“FHA”) loanIn addition, you requested a payment increase breakdown The CMS representative clearly advised you that the escrow change had to do with an increase in your escrow shortage which in turn caused the escrow portion of your monthly payment to increaseThe CMS representative also informed you that you were not paying for PMI, but notified you that our system was classifying your loan as a PMI loan for an unspecified reason The CMS representative proceeded to advise you that this issue would be escalated and researched to determine why your loan is currently identified as carrying PMIBased on our review, your loan was originated under the United States Department of Agriculture (“USDA”) Rural Development Loan guidelines, as you correctly indicated in your complaint After your loan was transferred to CMS, due to default settings beyond CMS’s control, our system of record classified your loan as carrying PMI As a result, when you called CMS on February 2, and spoke with a Customer Service Representative, the Representative noticed the default “PMI” notation, but it was not immediately apparent that your loan was governed under USDA guidelinesWe apologize for the inadvertent error, and are happy to confirm that your loan does not carry PMI and is USDA insuredPlease further note that the original terms of your Note and Mortgage have not been impacted despite our servicing system’s classification of your loan As of the date of this letter, your mortgage loan is due for the May 1, contractual payment of $Please note, although CMS is currently the mortgage servicer of your loan, there have been no changes made to the existing terms of your Note and Mortgage In closing, for your ease of reference, included with this correspondence are copies of the AEADS which were generated on May 20, and on July 24, Also, attached are your Residential Loan Application, Note, Security Instrument/Mortgage, and a twenty-four month payment history including account balances along with the transaction codes and definitionsWe 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 TimeSincerely, [redacted] Customer Advocate Tell us why here

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.So basically, all you did was repeat the majority of what was in my complaint and then make stuff and dates upI Stated in my complaint the date of the welcome letter and when I received itWhat a jokeOur discharge now several years old, had nothing to do with our homeWe discharged other debt in order to keep our homeAnd why are referencing months in 2014? Bank of America was servicing our loan at that time? That makes no sense And I can document and record calls as wellYour one female rep had me in tears and told me "I had had days to fix this" Yeah, that was not the case There was no perception I do not accept this ridiculous response or half a**ed apology Furthermore, you can't send me monthly statements but you can sure send a n escrow analysis immediately to raise my payment any way you canAnd [redacted] the "cushion" garbage I know neither my taxes nor homeowners has gone up and before we fell behind we had a surplus So keep on trying and I will keep filing complaints Regards, [redacted]

August 24, [redacted] ** [redacted] RE: Complaint No.: [redacted] Loan No.: [redacted] Property Address: [redacted] ** [redacted] Dear Mrand Mrs [redacted] : The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on August 3, 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 a preliminary matter, please note that our [redacted] Department originally received a complaint from you on June 17, filed with the Consumer Financial Protection Bureau (“CFPB”) which raises the exact same issues as this current inquiryAccordingly, CMS researched the loan and a response was sent to the CFPB on August 14, Please note that on this same date a copy of our response was also sent to your attention via [redacted] ***, tracking number [redacted] For your ease of reference, attached hereto please find a copy of CMS’s response dated August 14, As always, please remember that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint 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 -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [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 bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

On August 16th I requested a document (survey) for my home currently financed with Carrington Mortgage ServicesI was informed by the customer service representative that I would be able to receive the document in business hoursThis document was vital to finish the closing for selling this home and needed to be received by the title company by August 19thThe customer service representative assured me that it would be received by the date I did not receive the document, and when I called back on 08/I was informed that it would be another business hours before the new request could be processedThe survey is simply a document with the mortgage information and should be able to be retrieved and emailed quicklyThe customer rep manager I spoke with on 08/informed me that the business maintains a queue of requests and that this could not be bypassed or modifiedThis is simply unacceptable as the first representative said that I would receive the document in tim

February 24, [redacted] ** [redacted] RE: Complaint No.: [redacted] Loan No.: [redacted] Property Address: [redacted] ** [redacted] Dear Mrand Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on February 1, 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 agreed to a repayment plan to bring your loan current, which required you to make four payments with the first payment due on December 31, and thereafter each month through March 31, In addition, these payments were scheduled to be withdrawn via Automatic Clearing House (“ACH”) from your bank account on the last day of each month You claim that CMS withdrew a payment from your bank account on December 19, without your knowledge or authorization You go on to say that, although this early withdrawal from your bank account caused a financial strain, you did not address this matter with CMS as you believed the payment was for your December repayment plan paymentYou state that on January 2, and again on January 9, 2017, CMS attempted to withdraw additional payments from your bank account, which caused overdraft fees and a series of “bounced checks” You indicate that you called CMS and during this call you were asked to send CMS copies of your bank statement showing the bank fees and that CMS would reimburse you for the overdraft fees you had incurred However, as of the date of this complaint you have not received any reimbursement from CMS Lastly, you express concerns with CMS for processing payments that you believe were not authorized, and request that CMS remove all negative credit reporting on your loan Upon review, our records show that you called CMS on December 19, and during this call you indicated that you had fallen behind on your payments due to cash flow problems The CMS Representative suggested a repayment plan to help you bring your loan current, and you agreed to a four month repayment plan At the time, your loan was showing due for the October payment The approved repayment plan required you to pay $1,on December 31, 2016, $1,on January 31, 2017, $1,on February 28, 2017, and $1,on March 31, The CMS Representative set up for ACH payments to be drafted from your bank account Regrettably, due to an inadvertent clerical error, the CMS Representative scheduled the first payment to be drafted from your bank account on the date of the telephone call, December 19, instead of December 31, We would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced, but also to thank you for bringing this matter to CMS’s attention Please note that Customer Service Management has reviewed and addressed this incident and taken the appropriate action internally to prevent reoccurrences Upon further review, the records show that on December 19, CMS processed an ACH payment in the amount of $1, This payment was applied to your October 1, payment in the amount of $1,181.20, and $was held in your loan’s Unapplied funds account On December 31, 2016, CMS processed another ACH payment in the amount of $1, This payment was applied to your November 1, payment in the amount of $1,181.20, and $was combined with the funds in the Unapplied account for a total of $1, That same day, CMS applied from the Unapplied account your December 1, payment in the amount of $1,181.20, and $was applied to late fees On January 3, 2017, you called CMS and during this call you expressed concerns and dissatisfaction with CMS for processing an ACH payment on December 31, 2016, which had caused an overdraft on your bank account and associated fees in the amount of $ The CMS Representative informed you that CMS would research this matter, and if the ACH was processed as a result of a CMS error, CMS would reimburse you for any overdraft fees incurred The CMS Representative informed you to send CMS a copy of your bank statement showing the overdraft charges you incurred In addition, you asked if CMS would be refunding you the amount of the ACH payment that was drafted on December 31, in the amount of $1, The CMS Representative informed you that CMS would not review a refund request for the payment until it received verification that the payment had been paid by your bank The CMS Representative provided you with the fax number so you could send the bank information to our CMS Research Department On January 9, 2017, you called CMS and during this call you informed the CMS Representative that CMS had attempted to draft another payment in the amount of $1,from your bank account You expressed concerns and dissatisfaction with CMS for drafting funds that were not authorized, which was causing you extensive over-draft fees and returned checksIn addition, you requested all scheduled ACH payments to be canceled The CMS Representative apologized for the inconvenience and assured you that CMS would cancel all of scheduled ACH payments Additionally, the CMS Representative informed you that the CMS system did not show any record of a payment being processed on your account on that date That same day, CMS canceled the ACH payments that were scheduled for January 31, 2017, February 28, and March 31, Please note that we do not show any record of a payment being processed by CMS for your loan on January 9, On or about January 10, 2017, CMS received copies of your bank statement, which showed you had incurred a total of $in bank fees Accordingly, this information was referred to our Customer Service Research Department for review and processing Thereafter, on January 27, 2017, CMS received notification from your bank that the ACH payment, which had been processed by CMS on December 31, in the amount of $1,would not be paid The reason noted was that you had instructed your bank not to pay this payment That same day, CMS reversed this payment, which also rolled back the due date on your loan to November 1, On January 30, 2017, CMS sent you a letter that notified you of this returned payment Please note that as of the date of this letter your loan is showing due for the November 1, payment, with a credit in the amount of $in your Unapplied account Attached for your ease of reference is a copy of this letter Also attached for your ease of reference is a payment history that shows payment transactions on your loan from January 30, to January 27, On February 23, 2017, CMS completed the processing of your request for reimbursement of the bank fees incurred in the amount of $ Please note that a check in the amount of $will be forthcoming to you by separate mail shortly Based on the foregoing, we acknowledge that despite our best efforts an inadvertent clerical error occurred during processing of the ACH payments for the approved repayment plan, and as a result the first payment due on the approved repayment plan was processed on December 19, instead of December 31, Once again, we would like to not only express our sincere apologies for the inadvertent clerical error and any inconvenience that you may have experienced in this matter, but also would like 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 Lastly, CMS has determined that the information we reported to the major credit bureaus accurately reflects the your payment history and loan information We are therefore, unable to make the requested changes to the reported information It is important to note that 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 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 the borrowers wish to contact CMS regarding the administration of their loan they may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeThe borrowers can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.OBox 3489, Anaheim, CA or fax your correspondence to (800) 486- Please be advised 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 (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: [redacted] ***, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to 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- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted]

May 20, Original response sent via regular mail [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: Estate of [redacted] Property Address: [redacted] Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 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 your inquiry As we understand your complaint, you claim that the loan was service transferred from [redacted] , [redacted] (“***”) to CMS in April of Shortly after the service transfer, you state that you called CMS because you had received correspondence advising you that the account was delinquentDuring your phone call with CMS, you were advised that our office was unable to disclose any account information to you because you were not an authorized representative on the accountIn September of 2015, you claim that you sent correspondence to CMS confirming your status as the executor of the borrower’s estate and provided proof of all the payments you had madeNotwithstanding the correspondence you sent, you allege that CMS failed to address your concerns, to update your status as the executor of the estate, and to apply the mortgage payments to the accountConsequently, your desired resolution is for CMS to add you as an authorized representative on the account, apply the mortgage payments and update the current account balance, and to provide you with confirmation that the loan is current and not in foreclosure As a preliminary matter, please accept this correspondence as confirmation that CMS did not receive the necessary documentation to confirm that you were the executor of the estate at the time of the service transferResultantly, that is the reason why CMS was unable to disclose any account information with you during your initial phone calls to our officeMoreover, please note that CMS has made the necessary corrections and updated the loan to reflect your status as the executor of the borrower’s estateAdditionally, please also accept this correspondence as confirmation that CMS has located and credited a total of eleven (11) payments in the amount of $each to the account and that the foreclosure action has been cancelledFor your reference, attached hereto as Exhibit “A” please find a copy of all the bill pay checks that have been credited to the accountIf you sent additional payments during the months of April of through March of that are not included in the aforesaid exhibit, please contact me directly at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time With regard to the account status at the time of the service transfer, our records do not indicate that the prior servicer informed our office that the mortgage had been reaffirmed prior to the bankruptcy dischargeAlso, despite our best efforts, CMS’s Bankruptcy Department failed to determine that the mortgage had been reaffirmed during our initial review to determine the bankruptcy statusIt is important to understand that CMS’s policy is to cease any and all attempts to collect a debt in order to comply with any relevant automatic stay and/or bankruptcy discharge orderThe purpose of this policy is to protect CMS’s customers and to prevent any implication or misinterpretation that CMS may be attempting to collect a debt improperlyBased on a review of the account, CMS had not yet determined that the borrower had reaffirmed the mortgage prior to the bankruptcy dischargeResultantly, that is the reason why CMS was not providing any monthly mortgage statementsThat said, CMS has now updated the account to reflect the current bankruptcy status and will start to generate monthly mortgage statements and provide them via regular mail to the current mailing address On April 6, 2015, CMS sent a Notice of Servicing Transfer (“Hello Letter”)The Hello Letter was sent to the mailing address at [redacted] , [redacted] ***For your reference, a copy of the April 6, Hello Letter is attached hereto as Exhibit “B”The purpose of the Hello Letter was to advise the recipient that CMS would start collecting the mortgage loan payments effective April 2, and to advise that the prior servicer, ***, would no longer accept payments to the account received after April 1, Additionally, the Hello Letter made the recipient aware that, pursuant to federal law, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of the service transferAlso included in the Hello Letter was the new CMS account number, the address to submit the monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service DepartmentLastly, the Hello Letter also enumerated the various payment methods available and it included the processing fee for each method (if applicable), instructions on how to complete the payment, and instructions on how to create the online account on CMS’s website On May 26, 2015, CMS sent the recipient a Delinquency NoticeThe purpose of the Delinquency Notice was to advise the recipient that our records did not indicate receipt of the May 1, mortgage payment and that the total amount required to bring the account current was $For your reference, attached hereto as Exhibit “C” please find a copy of the May 26, Delinquency Notice On June 2, 2015, our records indicate that you called CMSDuring this phone conversation, you advised the CMS representative that you had made the mortgage payments and that they had been debited from your bank accountThe representative correctly advised you that our records did not indicate that you were an authorized representative on the account and that we would be unable to disclose any account informationYou advised the representative that you were the executor of the estate and the representative advised you to submit a copy of that documentation along with a password of your choice so we could update the accountYou proceeded to request to speak with a CMS supervisor and the representative transferred your call During your phone conversation with the CMS supervisor, you were again advised to submit a copy of the documentation confirming your status as the executor of the estate along with a password of your choiceYou acknowledged the supervisor’s explanation and the phone call was concluded after you confirmed that you had no further questionsAs a reminder, at the time of the June 2, phone call, CMS did not have the necessary documentation to confirm that you were the executor of the estate On June 6, 2015, CMS sent a Notice of Intent to Foreclose (“NOI”)The purpose of the NOI was to advise the recipient that the loan was in default and due for the May 1, through June 1, mortgage paymentsAdditionally, the NOI also advised the recipient that in order to cure the loan delinquency a payment in the amount of $1,was requiredSpecifically, please note that the NOI also advised that subsequent payments, late charges, and other fees would be added to the reinstatement amount as they became due and assessed to the loanPlease be further advised that the NOI is a system generated letter that is issued for every loan that has become past due for more than thirty-one (31) days and is required by law prior to any initiation of a foreclosure proceedingLastly, please note that CMS’s intent in providing customers with an NOI is solely to comply with applicable law, attempt to make arrangements to resolve the delinquency, and to provide our customers with information regarding the consequences if they fail to cure their delinquencyFor your records, attached hereto as Exhibit “D” please find a copy of the NOI that CMS sent on June 6, Thereafter, on August 4, 2015, CMS sent a Fourteen (14) Day Default Notice (“FDDN”)The purpose of the FDDN was to advise the recipient that the loan was in default and that the property would be referred to foreclosureSpecifically, the FDDN advised that the total amount needed to reinstate the loan and bring the account current was $2,and that the account was due for the May 1, through August 1, mortgage payments and late fee charges in the amount of $For your reference, attached hereto as Exhibit “E” please find a copy of the August 4, FDDN On August 14, 2015, you again called CMSDuring this phone conversation, you expressed that you would file a lawsuit against CMS if we proceeded with the foreclosure actionThe CMS representative acknowledged your concerns and confirmed that our records did not indicate that you were an authorized representative on the accountMoreover, the representative advised you that until we had the proper documents to add you as an authorized representative on the account, CMS would be unable to disclose any account informationYou acknowledged the representative’s expl***tion and proceeded to terminate the call On August 21, 2015, CMS reviewed the loan and approved referring the property to foreclosurePlease note that at the time of the foreclosure referral, the loan was contractually delinquent and due for the May 1, through August 1, mortgage payments Subsequently, on August 24, 2015, CMS sent a Post Referral to Foreclosure Solicitation Notice (“PRFSN”)The purpose of the PRFSN was to advise the recipient that the property had been referred to foreclosure and that the foreclosure process had commencedAdditionally, the PRFSN also reminded the recipient that CMS continued to offer several foreclosure prevention alternatives that may still be available in order to avoid foreclosureSome of the foreclosure prevention alternatives enumerated in the PRFSN included a Repayment Plan, Loan Reinstatement, Loan Modification, Temporary Forbearance Agreement, Deed-in-Lieu of Foreclosure, or a Short SaleFor your reference, attached hereto as Exhibit “F” please find a copy of the August 24, PRFSN On September 18, 2015, our Customer Service Research Department received correspondence from youSpecifically, our records indicate that you included copies of your bill pay checks from March 2, through September 1, 2015, a copy of the certificate of death for [redacted] ***, and a copy of the Last Will and TestamentThereafter, on October 8, 2015, our Customer Service Research Department responded to your September 18, inquiryA review of the response confirms that CMS acknowledged the documents you provided in your correspondence and also advised you that you had not provided the necessary documents to be added as an authorized representative on the accountSpecifically, CMS requested that you submit a letter indicating that you were the executor of the estate along with a password of your choiceAlthough CMS’s response also asked that you submit any legal document from the court confirming your status as the executor of the estate, our review indicates that a legal document was not required since you had already provided a copy of the Last Will and TestamentWe apologize for this miscommunication and for any inconvenience you may have experienced as a resultFor your reference, attached hereto as Exhibit “G” please find a copy of CMS’s response to your September 18, inquiry From October 8, through January 28, 2016, our records do not indicate that we received any correspondence or phone calls from youThen, on January 29, 2016, our records indicate that you called CMSDuring this phone conversation, you again advised the CMS representative that you were the executor of the estate and that you were calling with regard to an outstanding property tax billThe representative proceeded to advise you that you were still not an authorized representative on the account and that our records did not indicate that you had provided a password to add to the accountYou requested to speak with a CMS supervisor and the representative transferred your call During your phone conversation with the CMS supervisor, you were again advised that you needed to provide a password before we could add you as an authorized representative on the accountYou expressed your frustration with CMS’s requirements and the supervisor apologized for any inconvenience and frustration you were experiencingThe supervisor also explained that CMS has this policy in place to protect the confidential and private information of our customers and that it was not CMS’s intent to be difficult or appear as to be unwilling to assist youYou acknowledged the supervisor’s expl***tion and ended the call once you confirmed you had no further questions Despite the supervisor’s expl***tion and your acknowledgement that a password was required before we could add you as an authorized representative on the account, our records do not indicate that we received any correspondence from you during the period of January 29, through March 3, On March 4, 2016, you again called CMS to discuss the outstanding property tax billSimilar to the prior phone calls, the CMS representative again confirmed that we needed to receive a password before we could add you as an authorized representative on the account On March 9, 2016, our records indicate that we received a letter from you confirming your passwordThat same day, your letter was forwarded to our Customer Service Research Department and you were added to the account as an authorized representative and executor of the estate On March 24, 2016, you called CMS and spoke with a representativeUnlike the prior phone calls, CMS was now able to disclose account information because you had been added as an authorized representative on the accountDuring this phone conversation, you expressed your frustration with CMS and your inability to receive any account informationThe representative proceeded to advise you that our Customer Service Research Department did properly notify you of the information required before you could be added as an authorized representative on the account in their October 8, responseDuring this same phone call, you proceeded to advise the representative that you had been sending all of the mortgage payments to CMS since the effective date of the service transfer and that CMS had failed to credit the accountThe representative correctly advised you that the loan payment history did not reflect receipt of any mortgage payments since the service transfer and that the last payment posted to the account was received by the prior servicerYou confirmed that you had a copy of the bill pay checks in your possession and that your posting instructions clearly indicated to post the payments to account number “ [redacted] ”At that point, the representative was able to confirm that you had referenced an incorrect account number in your bill pay check posting instructions because the correct account number was “ [redacted] ”Furthermore, the representative advised you that she would transfer your call to a CMS supervisor in an effort to provide you with additional information with regard to the documentation you would need to send to CMS in order for our office to locate the missing payments and apply them to the account During your conversation with the CMS supervisor, you were advised to provide copies of running bank statements from May of through March of so that our Cashiering Department could determine the dates and amounts of the bill pay checks in order to locate the missing paymentsYou acknowledged the supervisor’s expl*tion and confirmed you had no further questions That same day, our records indicate that you emailed the CMS supervisor a copy of your bill pay checks from May of through March of Upon receipt of your email, the CMS supervisor forwarded your proof of payments to our Customer Service Research DepartmentDue to the complex nature of the issue at hand, we experienced an unusual delay while locating all the missing payments for the past year and applying them to the accountPlease know that CMS strives to accommodate all reasonable customer expectations and resolve all customer requests as timely as possible, and we regret that we were not able to complete our research more quicklyThat said, CMS did locate the missing payments and applied them all to the account on May 6, As of the date of this correspondence, the loan payment history reflects that the account is current through March of and due for the April 1, mortgage payment in the amount of $and the May 1, mortgage payment in the amount of $for a total amount due of $1,For your reference, attached hereto as Exhibit “H” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions Again, as it pertains to the foreclosure proceeding, please accept this correspondence as confirmation that CMS has cancelled the foreclosure actionFurthermore, solely as a commitment to the highest standards of customer satisfaction and not as an admission of fault, wrongdoing or of the validity of your allegations, CMS has agreed to waive all of the foreclosure attorney’s fees and costs, property inspection fees, and late chargesAdditionally, CMS is in the process of issuing a Form to report the mortgage interest which was paid to CMS on this account during the tax year In closing, we would like to take this opportunity to thank you for bringing this matter to our attention and allowing us the opportunity to resolve your concernsPlease know that CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced while CMS made the necessary corrections and updates to the account Based on the aforesaid investigation and review of the account, we are unable to find any evidence of wrongdoing on CMS’s behalfMoreover, the record is clear that since your first phone call to our office, CMS correctly advised you of the documentation required to add you as an authorized representative on the accountFurthermore, we respectfully submit that customers who elect to submit mortgage payments through a bill pay service are responsible for accurately entering the payment information on their bill pay checkTherefore, we encourage you to verify the information entered into the bill pay service before submitting your paymentAdditionally, our records also confirm that CMS properly referred the property to foreclosure pursuant to the terms of the mortgage loan agreement and that we have correctly serviced the account in accordance with applicable law and program guidelinesFinally, with regard to your insinuation that the CMS representatives were unprofessional and unwilling to assist you during your phone calls to our office, we submit that all of the representatives you spoke with addressed your concerns and thoroughly explained the reason why we were unable to disclose any account information and correctly identified the documentation required to add you as an authorized representative on the account 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 want to contact CMS regarding the administration of the 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 the mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

April 29, Original response sent via regular mail [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Co-borrower: [redacted] Property Address: [redacted] ***, [redacted] Dear Mr& Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 4, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiryAs we understand your complaint, you allege that CMS assessed a late charge to your account after two unsuccessful attempts to pay your March 1, mortgage payment via your CMS online payment accountYou go on to say that you emailed your request to have the late charge waived from your account to the Customer Advocate Department and that no one has responded to your emailAlso, you state that you have been unable to make additional payments towards your principal balance via your CMS online payment account despite previously being able to submit additional payments to your principalConsequently, your desired resolution is for CMS to remove the late charge assessed to your account, allow you to make additional payments towards your principal balance via the online payment website, and provide all customers with a professional customer service experienceAs a preliminary matter, please accept this correspondence as confirmation that CMS, solely as a commitment to the highest standards of customer satisfaction, agreed to remove the late charge in the amount of $as a onetime courtesySpecifically, CMS credited your principal balance in the amount of $on April 26, With respect to the March 21, email communication that you sent to the Customer Advocate Department email address; our records are clear that the Customer Advocate Department immediately forwarded your email communication to our Customer Service Department for their review and handling of your concernsOn March 24, 2016, a Customer Service representative called you and left you a voicemailThe purpose of the phone call was to confirm receipt of your email communication and to advise you that your concerns and requests were being reviewedWith regard to your allegation that you are unable to make additional payments towards your principal balance via your CMS online payment account, we are happy to confirm that as of July 1, you have the ability to make your monthly mortgage payment 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 before the due date you may also submit your payment via the online payment websiteIf 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 transactionsIn 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 to our headquarters as follows: Carrington Mortgage Services, LLC [redacted] We would like to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the 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 account Also, any payment received by CMS after the month in which the payment became due may be reported to the credit bureaus as delinquentConsequently, we encourage you to remit your monthly mortgage payments to CMS on the date that they become due to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage paymentAs of the date of this correspondence, your payment history reflects that your account is paid through April of The next mortgage payment due is scheduled to be paid on May 1, in the amount of $If you would like to view your recent payment activity, download a copy of your most recent billing statement or escrow analysis, or make a payment, CMS encourages you to log in to your online account by visiting https://carringtonms.comPlease note that by accessing your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mailBased on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalfWhile we understand your frustration with the current online feature parameters, please note that CMS does offer alternate and convenient payment options that allow you to pay an additional amount towards your principal or escrow balanceAs a result, we respectfully submit that CMS does offer comparable payment options to those offered by your prior servicer and that we are not attempting to limit our customers’ payment optionsFurthermore, we also submit that customers who elect to process payments through the online payment website are responsible for accurately entering the information for the bank account from which they want the loan payments withdrawnTherefore, we encourage you to verify the account information entered into the online payment website before submitting your online payment transaction to CMSLastly, our records are clear that CMS addressed your concerns as timely as possible and has properly serviced your account pursuant to the terms of your mortgage loan agreement and in accordance with applicable law and program guidelinesNevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific TimeSincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/-IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney-CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations-MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States-HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***North Carolina: Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No& and North Carolina Secure and Fair Enforcement Mortgage Licensing Act [redacted] ***, [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 Regards, [redacted] WANT TO THANK YOU FOR TRYING TO HELPCARRINTON HAS NOT ANSWER AL MY QUESTIONS, BUT I WELL NOT CONTIUANED WITH THISTHEY WELL BUT LETS ALWAYS SAY THEY ARE RIGHTCARRINTON DID NOT ANSWER THE QUESTION AS TO WHY THEY HAVE PUT AN ESCOWED ACCOUNT IF I PAY FOR MY INSURANCE AND TAXES, THAT'S THE LAST QUESTION BUT I WELL LET THIS GO, I WELL JUST KEEP PAIDING WHAT THEY ASK ME BUT THANK YOU SO MUCH FOR YOUR HELP AND BEING THE MIDDLE MANSO LETS LET THIS GOI'M TIRED OF FIGHTING [redacted] SORRY FOR MY SPELLING

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 1, 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 have attempted to make additional payments to your loan’s principal balance but have experienced multiple issues with the way CMS processes your additional principal paymentsMore specifically you state that you mailed a check via overnight mail in the amount of $1,which was received and signed for by CMS on January 8, but was never applied to your loanAs a desired resolution you state that you would like CMS to locate this misplaced principal payment, apply it to your loan, and credit you interest from January 8, 2016.As a preliminary matter, the servicing of this loan was transferred from [redacted] to CMS on or about April 2, Attached for your ease of reference is a copy of the April 6, Notice of Service Transfer (“Hello Letter”) sent to you by CMS.Our initial review has confirmed that the prior servicer received two payments from you on April 1, in the amount of $and $1,On this day the payment in the amount of $was applied to your April 1, mortgage payment and $1,was applied as an additional principal paymentAt the time of the service transfer, your loan was contractually current and due for the May 1, payment in the amount of $794.39.On April 27, the Customer Research Department reviewed your request to initiate the [redacted] payment option on your loanA review of our records confirmed that CMS was unable to approve your request because your request to add $1,each month as a principal payment exceeded the allowable maximum allowable amount of $1,On this day, CMS issue you a letter of denial regarding the [redacted] payment option on your loan.On April 29, you spoke with a CMS representative and stated that you were attempting to schedule an additional principal payment on the Interactive Voice Response system (“IVR”)The representative explained that the IVR system does not allow additional principal mortgage payment to be made through that systemDuring this conversation the representative provided you with the alternative payment options available to you to make the additional principal paymentLater on this day you scheduled a payment on the Loan Servicing Website (“LSW’’)A review confirmed that on April 29, CMS received a payment in the amount of $794.39, which was applied to your May 1, mortgage payment.On May 6, the Customer Research Department received a second request to initiate the [redacted] payment option on your loanA review of our records confirmed that CMS was unable to approve your request to establish [redacted] payments because your request to add $1,each month as a principal payment exceeded the allowable maximum allowable amount of $1,On this day, CMS issue you a letter of denial regarding the [redacted] payment option on your loan.On May 8, you again spoke with a CMS representative and stated that you had mailed an additional principal payment to CMS on April 29, in the amount of $1,The representative advised you that no additional payment had been received and suggested that you contact CMS on May 11, to allow for additional processing time, and for the payment to be applied to your loan.On May 12, you again spoke with a CMS representative to inquire regarding why CMS denied your [redacted] payment requestThe representative began to explain that the [redacted] option only allows a maximum of $1,towards principal in addition to your regular mortgage paymentYou then requested that a CMS supervisor be made available to youThe CMS representative attempted to further assist you but you ended the call.Later that day, you contacted CMS again and requested to speak with a supervisorThe CMS representative explained that there was no supervisor available at the timeDuring this conversation, you once again advised that you had mailed an additional payment to CMS on April 29, in the amount of $1,203.61, but that this payment had not been applied to your loanThe CMS representative confirmed that no payment in the amount of $1,had been receivedThe representative advised you that CMS needed a copy of your complete bank statement in order to research the issueThe CMS representative explained that if this check had been debited from your checking account, you would need to submit your bank statement to the Customer Service Research Department via fax at (949) 517-for further researchYou also requested that CMS provided you a Payoff Statement with a good through date of May 31, and requested that it be faxed to [redacted] As requested, the CMS representative submitted a request to have a Payoff Statement generated and faxed to your attentionOn May 14, CMS faxed you the requested Payoff Statement to the fax number providedAttached for your ease of reference is a copy of the May 14, Payoff Statement.On May 15, you again spoke with a CMS representative to inquire about your principal payment in the amount of $1,203.61, and your payoff requestThe representative confirmed that this payment had still not been receivedFurther the representative explained that the payoff statement was faxed to you May 14, 2015, and explained that there is a (48) hour processing timeframe to have the payoff faxedThe representative then requested that you provide copies of your bank Statements in order for CMS to research your missing principal paymentAccordingly, the representative provided you with a direct fax number of [redacted] The representative advised you that once the bank statement had been received, he would forward this information to the Customer Service Research Department for investigationDuring this conversation the CMS representative provided you with the unpaid principal balance of your loan which was $63,503.69, and a payoff balance of $63,758.92.Later, on May 20, after having received the bank statement you provided CMS confirmed that your payment in the amount of $1,was applied to a different loanOur research has confirmed that your payment was misapplied because you provided the incorrect loan number on your check, and failed to provide a payment coupon with detailed posting instructionsThat said, in an effort to accommodate your request CMS then applied this payment to your loan as the June 1, mortgage payment in the amount of $and the remaining balance of $was applied as a principal paymentFurther, on this day you accessed the LSW to request a Payoff StatementYou also made a payment in the amount of $797.39, which was applied to your July 1, mortgage payment.On May 22, you spoke with a CMS representative to inquire regarding the status of your request for a Payoff StatementDuring this conversation the CMS representative confirmed that CMS had faxed you a Payoff Statement on May 14, The CMS representative then stated she would submit a request to have an updated Payoff Statement generated and provided to you by the end of that business dayDuring this conversation, the CMS representative confirmed that the payment which you made on April 29, 2015, in the amount of $1,had been located and applied to your loan on May 20, The representative confirmed that this payment had ben reapplied to the June 1, mortgage payment in the amount of $and the remaining balance of $was applied as a principal paymentDespite her best efforts the CMS representative did not understand that you meant this entire payment was intended to be applied to principalLater on this day, CMS email you an updated Payoff Statement to [redacted] .That said, on May 27, you contacted CMS to inquire about two additional principal payments in the amount of $1,each you made on April 1, and April 29, The CMS representative reviewed the payments applied to your loan, but despite her best efforts the CMS representative initially failed to realize that the payment you made on April 1, in the amount of $1,203.61, had been applied to principal by the prior servicerFurther the representative failed to explain that CMS had completed the payment correction on May 20, and had inadvertently applied this payment to your June 1, mortgage payment in the amount of $794.39, and an additional principal payment in the amount of $We note here that no payment coupon was included with this paymentDuring this conversation you explained that you believed that CMS had applied your April 1, payment in the amount of $1,towards regular payments instead of principalThe representative then explained that she would request that the May 20, payment be reapplied to your principal balanceOn this day the CMS representative requested that the June 1, mortgage payment in the amount of $be reversed and reapplied to the principal balanceThis correction combined with the principal payment of $dated May 20, totaled $1,Towards the end of the call, you confirmed that your loan should be due for the July 1, mortgage payment.The following day, CMS reversed and reapplied this payment to your principal balance in the amount of $Please note that the payment was posted effective May 4, which was the day it was received.CMS would like to take this opportunity to thank you for your feedback in which you recognized that the CMS representatives that you spoke to were cordial during your conversationsOur CMS representatives work very hard to be helpful in assisting borrowers with their mortgage needsWe sincerely apologize for any miscommunication or lack of customer service you may have experienced.On May 29, you spoke with a CMS representative and confirmed this payment correction was completedPlease note that the payment correction was initiated in an effort to accommodate your request.Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transferIt is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 4.890% and your monthly principal and interest payment of $remains unalteredIn addition, a condition of your FHA loan requires you to maintain an escrow account for the payment of hazard insurance and property taxes.Based on a review of your loan, please be advised that on June 2, CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference, attached hereto please find a copy of the June 2, AEADSThe purpose of the June 2, AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, and ending July 31, 2016.More specifically, the AEADS projected that your yearly county taxes would be $and that your yearly homeowner’s insurance premium would be $Correspondingly, your total disbursements for your escrow cycle beginning August 1, and ending July 31, were calculated to be $721.12, which if spread over a twelve (12) month period is equal to approximately $every month.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 overdrawn.The 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 your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up 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 amount.Additionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at [redacted] .Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August 1, and ending July 31, The total escrow cushion that CMS may collect is $120.18, which represents two (2) months of escrow payments.Based on the calculations from the June 2, AEADS, your low point escrow balance was negative $As a result, in order to reach a low point escrow balance of $120.18, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage of $51,Please note that your escrow shortage was spread over a twelve (12) month period starting with your August 1, paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $1.58, from $to $795.97.On June 3, CMS received a payment you scheduled a payment through the LSW in the amount of $794.39, which was applied to your July 1, mortgage payment.Later on June 10, you again spoke with a CMS representative and confirmed that your June 3, payment was applied correctly to your July 1, mortgage paymentDuring this conversation the CMS representative confirmed that your loan was due for the August 1, mortgage paymentThe CMS representative also confirmed that CMS completed a payment correction for the May 20, payment of $1,203,During this conversation you requested a payment history be mailed to youThe representative also reviewed the disbursement scheduled from your escrow account and submitted a request to have a copy of the AEADS dated June 2, and payment history mailed to youThe representative also confirmed the balance of your loan at the time of the transfer was $63,Further, on this day you inquired about the Payoff Statement that you requested on May 22, The CMS representative confirmed that a Payoff Statement was previously provided and asked if you needed a copy of the Payoff Statement which you declined.On June 11, CMS received a payment in the amount of $2,411.22, although this payment was initially applied to your mortgage payments, CMS reapplied this payment as an additional principal payment in the amount of $2,that same dayAlso on this day, CMS mailed you the requested payment history and escrow disclosure statement.On July 4, CMS received a payment you scheduled on the LSW in the amount of $795.97, which was applied to your August 1, mortgage paymentOn July 10, CMS received a payment in the amount of $1,205.00, which was applied to your principal balance.On August 3, CMS received a payment in the amount of $795.97, which was not accompanied by a payment coupon with clearly noted posting instructionsAccordingly, and in accordance with the terms of your Note, the payment was applied to your September 1, mortgage paymentLater on August 13, CMS received a payment in the amount of $1,005.00, which was also not accompanied by a payment coupon with clearly noted posting instructionsAccordingly, and in accordance with the terms of your Note, $was applied to your October 1, mortgage payment and the remaining balance of $was applied as a principal payment.On August 18, you spoke to a CMS representative to advise that the payment you made in the amount of $1,was meant to be applied in its entirety to your principal balanceDuring this conversation the CMS representative submitted a request to have this payment reversed and reapplied as a principal paymentLater on August 21, you again spoke with a CMS representative to confirm if the payment correction had been completedThe CMS representative confirmed that the correction had not been completed but recommended you allow more time for the correction to be completePlease note that the payment correction was initiated in an effort to accommodate your request.On August 27, you called and again spoke with a CMS representative to confirm if the payment correction had been completedThe CMS representative advised that the payment correction was still pending but offered to escalate this issue to a supervisorOn this day, the issue was referred to a Customer Service Supervisor for further assistanceThe following day CMS had the requested payment correction completed.On September 17, CMS received a payment in the amount of $2,000.00, which was not accompanied by a payment coupon with clearly noted posting instructionsAccordingly, and in accordance with the terms of your Note, the payments were applied to your October 1, and November 1, mortgage payments in the amount of $eachThe remaining balance of $408,was then applied as an additional principal payment.Later on September 18, you spoke with a CMS supervisor to express your frustration at how your additional principal payments were not being applied as intendedOn this day the CMS supervisor advised you that he would submit a request to have the September 17, payment in the amount of $2,reversed and reapplied to the principal balanceIn addition, the Supervisor advised you that he would have your loan notated with a special payment handling code in order to resolve your ongoing posting issues.On September 21, CMS reversed the October 1, and November 1, mortgage and principal payments totaling $2,000.00, and reapplied these payments to your principal balance.On September 30, CMS received a payment in the amount of $795.97, which was applied to your October 1, mortgage paymentOn October 16, CMS received a payment in the amount of $1,205.00, which was applied as an additional principal payment on your loanOn October 31, CMS received a payment in the amount of $795.97, which was initially applied as an unapplied credit to your loanOn November 2, this payment was reversed and applied towards your November 1, paymentPlease note that CMS applied this payment effective the date it was received which was October 31, On November 13, CMS received a payment in the amount of $1,205.00, which was applied to your loan as an additional principal payment.On November 30, CMS received a payment in the amount of $795.97, which was applied to the December 1, mortgage paymentLater, on December 23, CMS received a payment in the amount of $1,205.00, which was applied as an additional principal payment.Later on December 30, CMS received your payment in the amount of $795.97, which was initially applied as an unapplied credit to your loan, then reapplied to your January 1, mortgage payment the following day.On January 20, you spoke with a CMS representative to inquire about the additional principal payment you state you mailed to CMS on January 5, in the amount of $1,The CMS representative then requested that you provide a copy of the overnight tracking information and written request to CMS for further research.On January 21, CMS received a carbon copy of your check number ***, in the amount of $1,205.00, dated January 5, along with the tracking number previously mentionedOur review confirmed that the information you provided was insufficient to resolve this issueTherefore, the Customer Research Department closed the research on your loan and requested that you provide a front and back copy of the cashed check for further research.Later on January 28, you contacted the Customer Advocacy Department to express frustration at having multiple payments misapplied on your loan and inquired about making additional principal payments through the LSW.The Customer Advocate you spoke with, [redacted] , reviewed the LSW payment options and limitations with you and confirmed that the Customer Service Research Department needed more information to resolve this issueMr [redacted] then encouraged you to call back on February 1, for an update on the issues raised during this phone call.On February 1, you contacted the Customer Advocacy Department and spoke to a different Customer Advocate, [redacted] , who informed you that CMS needed a copy of the front and back of the cancelled check in order to complete the researchDuring this conversation your expressed your frustration regarding the missing payment.Nevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction, Mr [redacted] transferred you to the Customer Service Department and agreed to waive a Check-by-Phone fee of $in order to allow you to make a payment in the amount of $2,which was applied to your February 1, payment in the amount of $795.97, and an additional principal payment in the amount of $1,205.00.On February 3, you spoke with a CMS representative to schedule an additional principal payment via the Check-by-Phone system which included a $feeOn this day CMS took a check by phone payment in the amount of $1,205.00, which was applied to your principal balance the following day.On March 1, you spoke with a CMS representative and scheduled a Check-by-Phone payment in the amount of $2,During this conversation you request that CMS applied $to your March 1, mortgage payment, and $1,to your principal balanceOn March 2, CMS applied $to your March 1, mortgage payment, and $1,to your principal balanceAs of today’s date, your loan is contractually current and due for the April 1, payment.Lastly, in your complaint you to state that you sent a payment via overnight mail to CMS on January 5, which was delivered on January 8, Please note that CMS has been unable to locate check number [redacted] in the amount of $1,CMS requests that you review your records to determine if this payment has cleared your bank accountIf this payment has been cashed, we encourage you provide the undersigned with a front and back copy of the cashed check via fax at [redacted] for further research.Should you desire to submit additional principal payments directly to CMS via overnight mail, we encourage you to remit your payments to the below address:Carrington Mortgage Services, LLC Cashiering Department 2- [redacted] ***If you would like to make your monthly mortgage payment and an additional payment towards your principal or escrow balance before the due date, please note you will only be able to pay the total amount due for the monthly mortgage payment and may submit an additional payment towards your principal or escrow balance the following business day not to exceed the amount of $1,by entering that specific amount under the “other” category on the LSW.Furthermore, 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 would like 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 to Carrington Mortgage Services, LLC, Cashiering Department 2-270, [redacted] ***, [redacted] ***Specific payment instructions should be clearly indicated on the form of payment as well as on the payment coupon.Also, the LSW provides all of the payment options available, such as [redacted] ***, [redacted] , [redacted] ***, and web payment optionsAdditionally, CMS offers monthly, biweekly, and semi-monthly payment options with the ability to add any desired additional amount to your escrow or principal balance.In addition, the LSW provides an online payment history available for viewing the next business day after a transaction has been completedIf you schedule a mortgage payment on the LSW you will be provided an email confirmation of the pending paymentWhen making a payment on the LSW the current amount due is the minimum amount that can be acceptedThe LSW also provides the option to receive loan alerts via text or email.In closing, CMS has agreed to refund you the Check-by-Phone fee in the amount of $which you paid in February 3, 2016, solely as an expression of our commitment to the highest standards of customer satisfactionCMS is currently in the process of issuing you a refund check and you can expect to receive it via regular mail within fourteen (14) days.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

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 [First off, I am man and I want to know why I am being referred to as a MsSecond, I disagree with the word "alleged" when referring to the conversation that I had with ***There was no alleged to it unless you are calling me a liar Regards, [redacted] ***

October 9, [redacted] RE: Loan No.: [redacted] Complaint No.: [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 received in our office via email on September 15, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand the complaint, you claim that delays by CMS’s Mortgage Lending Division (“MLD”) caused your refinance transaction to be delayedYou go on to state that CMS also removed the scheduled closing date of September 14, You are requesting CMS to expedite the processing and approval of your refinance transaction A review of our records found that MLD received your application January 27, for a Streamline RefinanceAs part of the loan application process, a copy of your credit report was obtainedA further review of your credit report confirmed that the existing loan with CMS was current and due for the January 1, paymentIn light of the above, MLD provided you with a conditionally approval based on the credit and income information provided On January 18, CMS confirmed your January 1, payment had not been receivedAs you failed to make the January 1, payment prior to the fifteen (15) day grace period, a late charge in the amount of $was assessed to your loanPlease note, as required by law, we may report information about your account to the credit bureausLate payments, missing payments, or other defaults on your account may be reflected in your credit report As the January 1, payment was not made on or before the last day of January 2015, CMS reported your loan thirty (30) days delinquent on February 10, Please note, any payment received by CMS after the month in which the payment is due will be reported to the credit reporting agencies as delinquent On February 1, 2015, your loan became due for both the January 1, and the February 1, payments for a total amount due of $2,This amount consisted of the January payment in the amount of $1,278.39, a late charge of $and the February payment in the amount of $1,On February 16, CMS mailed you a Late Charge Notice confirming your payment had not been received on or before the fifteen (15) day grace periodIt was also on this day that a late charge in the amount of $was assessed to your loan That same day, you scheduled a payment through the CMS website in the amount of $2,This payment was applied to both the January and February payments and one late charge in the amount of $On this same day, CMS issued you a Speed Pay Confirmation letter which acknowledged that you scheduled a payment to be drafted from your checking accountThe bank information you provided was for the following: Bank: [redacted] Routing Number: [redacted] Checking account number: [redacted] Confirmation number: [redacted] On February 25, CMS was notified that your $2,payment processed on February 16, had been rejected by your financial institution due to Non-Sufficient FundsSubsequently, CMS reversed the January 2015, February payments along with the late fee totaling $Later that day, CMS issued you a Retuned Payment NoticeT In light of the above, CMS had no other alternative but to report the loan thirty (30) days delinquent for the February payment and sixty (60) days delinquent for the January paymentAccordingly CMS reported the loan delinquency on March 10, On March 4, 2015, you spoke with CMS regarding your February 16, paymentCMS informed you about the returned paymentYou scheduled a Check by Phone payment in the amount of $2,586.00, with our Customer Service DepartmentThese funds were posted to the January and February paymentThe remaining funds in the amount of $were applied to suspense On March 13, you scheduled a Check by Phone payment with our Customer Service Department, in the amount of $1,This payment was applied to the Marcy 1, payment in the amount of $1,278.39, late charges of $and a Check by Phone fee of The bank information you provided was for the following: Bank: [redacted] (JPMC) Routing Number: [redacted] Checking account number: [redacted] Confirmation number: [redacted] On March 18, CMS was notified that the payment made on March 13, in the amount of $1,was returned as unable to locate/account not foundSubsequently, CMS reversed the returned payment and adjusted your loan to reflect a next payment due date of March 1, Later that day, CMS issued you a Retuned Payment Notice Also on this day, you contacted CMS and stated that your checking account had to be close due to fraudYou then scheduled a Check by Phone payment in the amount of $1,406.43, to replace the March 1, payment and late charge of $You also requested that the late charge be waivedCMS encouraged you to submit a written request and proof of the fraud activity in order to consider your requestAs of the date of this letter CMS has not received any supporting documentation regarding fraudulent activity on your bank account As part of the MLD underwriting review of your Streamline Refinance application a verification of mortgage was conducted which confirmed that your January payment was in fact reported as being sixty (60) days delinquent and your February payment was reported as being thirty (30)days delinquentRegrettably, due to the derogatory information reported to the credit bureaus, you failed to meet the FHA Streamline minimum requirements On April 22, 2015, MLD mailed you a Statement of Credit Denial, Termination, or Change This notice confirmed that your application had been denied, and listed the denial reason as CreditLater, you spoke with [redacted] , and stated that your payments were late due to a fraud issue on your checking account [redacted] encouraged you to submit your written request to correct your credit along with supporting documentation On September 2, you spoke with [redacted] and stated that the credit correction paperwork had been submitted to CMS, and stated you wanted to move forward with a Streamline Refinance of your loan [redacted] contacted our Customer Service Department to confirm a credit correction has been completed on your loanUnfortunately, our Customer Service Department had no record of receiving your written dispute or supporting documentation regarding the alleged fraudulent activity on your bank accountA further review has determined that at no time did [redacted] provide you with a scheduled closing date as stated in your complaint Lastly, if you would like to submit your written request for credit correction, along with supporting documentation you may fax this information directly to our Customer Research Department at [redacted] or via mail to the following address: Carrington Mortgage Services, LLC Attn: Customer Service Research Department [redacted] Based on the foregoing, we believe the record is clear that CMS processed your loan application in accordance with the FHA lending guidelinesAlthough it took time to confirmed information and documentation, CMS referred the file to underwriting promptly and provided you with a loan decision within a reasonable timeframe We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com

January 25, [redacted] Dear Ms***: 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 January 10, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that due to a change in your escrow account, your mortgage payment will increase in February You explain that for the past two years, you have had payments automatically deducted from your bank account which have included additional amounts to be paid to reduce your principal balanceYou express dissatisfaction that you were unable to change the automatically drafted amount via CMS’s Loan Servicing Website (“LSW”) and that you were informed it would be necessary to re-enroll in the AutoDraft program in order to change the amount that was being drafted from your bank account monthlyYou claim that when you contacted CMS for assistance, the CMS representative interrupted you and terminated the telephone conversation At the outset, please note that the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from JPMorgan Chase Bank N.A(“JPMC”) to CMS on October 2, On September 23, 2015, CMS issued a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSAt the time of the service transfer your loan was contractually current and showing due for the November 1, mortgage paymentWe are able to confirm that monthly mortgage payments were being automatically withdrawn from your bank account in the amount of $on the first day of each monthAs outlined within the September 23, Hello Letter, CMS continued to automatically draft mortgage payments from your bank account on a monthly basis after CMS began servicing your loan On August 8, 2016, you contacted CMS and requested CMS to cancel your automatic paymentsAs you requested, CMS updated its records to no longer automatically draft monthly mortgage payments from your bank accountThat same day, CMS issued the attached letter notifying you that CMS would no longer automatically draft monthly mortgage payments from your bank account Then, on September 30, 2016, CMS received your newly completed AutoDraft Enrollment Form wherein you requested CMS to begin automatically drafting mortgage payments from your checking account againAccordingly, CMS updated its records to again automatically draft mortgage payments from you starting on November 1, in the amount $On October 3, 2016, CMS issued the attached letter notifying you of the automatic draftsAs you may recall, the letter clearly notified you that if the amount of your regular mortgage payment changed, the amount automatically drafted from your checking account would also change accordingly In compliance with the escrow analysis requirement, CMS completed an initial escrow analysis for your loan and issued the attached escrow analysis notification to you on December 16, The escrow analysis projected total annual escrow disbursements in the amount of $1,Based on the projected amounts and disbursement dates of your escrowed items, CMS determined that your escrow account would have a deficit of $in October Because you are required to have $in your escrow account at all times due to the two month escrow cushion, CMS determined that your escrow account would contain an escrow shortage in the amount of $at that time 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 $to $effective with the February 1, mortgage paymentFor your ease of reference, a breakdown of the February 1, mortgage payment is outlined below Principal and Interest: $ Base Escrow Collection: $ ($1,divided by 12) Monthly Escrow Shortage: $ ($divided by 12) February 1, Payment $ As indicated above, and as you were notified within both your signed AutoDraft Enrollment Form you provided to CMS and within the letter sent to you on October 3, 2016, the amount of your automatically drafted payments would increase along with the increase of your mortgage payment in February On January 9, you contacted CMS and notified the CMS representative that you wished to change the amount that would be automatically drafted from your bank accountYou explained that you wanted an amount of $to be drafted in February and an amount of $to be drafted in March The CMS representative explained that in order to change the amounts being automatically drafted, it would be necessary for you to re-enroll in the AutoDraft programThe CMS representative notified you that you could obtain a copy of the AutoDraft Enrollment Form via CMS’s LSW and either fax or mail the completed form to CMSIn response, you expressed dissatisfaction that you were unable to change the monthly amounts being drafted from your bank account without sending such forms to CMS During this phone conversation, the CMS representative inquired whether you wished CMS to cancel your upcoming AutoDraft paymentYou declined stating that you would not be able to mail the new form to CMS in time for the payment to be debited from your bank accountAt that point, you claimed the CMS representative was speaking at the same time you were, and that you were having difficulty hearing the CMS representativeBecause you were unable to hear the CMS representative clearly, you acknowledged that you may have been experiencing technical difficulties directly before the telephone disconnected Please be advised that CMS has listened to a recording of the telephone conversation in question and is able to confirm that the CMS representative that spoke with you during that telephone call was polite, professional and courteous to you at all timesIn fact, after listening to the recording, we are satisfied that the CMS representative diligently attempted to assist you and also provided you with accurate information in regard to the fact that you were unable to change the amounts of the automatically drafted payments without completing a new enrollment formCMS is unable to locate any evidence to suggest that the CMS representative was speaking over you or terminated the phone conversationNevertheless, we sincerely apologize if the level of customer service you received from CMS did not meet your expectations That said, CMS would like to take this opportunity to remind you that you are not required to change your AutoDraft payment to submit additional payments to your principal balance or to your escrow accountIn fact, you can send any approved form of payment to CMS via the mail courier of your choiceShould you wish to make such payments, we encourage you to remit your payments along with specific posting instructions to CMS at the following address: Carrington Mortgage Services, LLC, Cashiering Department 2-270, South Dou [redacted] Road, Suites & 200-A, Anaheim, CA Specific payment instructions should be clearly indicated on the form of payment as well as on the payment coupon You may also submit additional payments to your principal balance or to your escrow account via CMS’s LSWSuch payments must be made one business day after your monthly contractual payment has been satisfied by entering the specific amount under the “other” category within the LSWPlease be advised that the additional amount paid may not be greater than $1,In the alternative, you also have the option to cancel your enrollment in the AutoDraft program and remit monthly payments in the amount of your choosing to CMSYou may access CMS’s publicly available website at https://carringtonms.com/AccountServices/PaymentOptions/ for a comprehensive list of the available payment delivery options and addresses to send mortgage payments to CMS Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan and that CMS is unable to change the amount that will be automatically deducted from your bank account on a monthly basis without being in receipt of a new AutoDraft Enrollment FormIt is also clear that CMS representatives have been polite and professional to you at all times, and that CMS makes available multiple other avenues by which to achieve your goals with respect to your payment amountsTo the extent that statements in your letter consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are deniedShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at ###-###-#### 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 ###-###-####, Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling ###-###-####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 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 loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at ###-###-#### or toll-free TDD ###-###-####, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, 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 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 ###-###-#### -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

July 15, [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] [redacted] Complaint I.DNo.: [redacted] Dear Mrand Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint regarding the above-referenced loan received in our office via email onJune 23, CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may haveThe following is our response to the issue(s) raised in theinquiryAt the outset, please note that the servicing of this Federal Housing Administration ("FHA")insured loan was transferred from [redacted] ("***") to CMS on April 2, 2015.On April 6, 2015, CMS issued you the attached 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 theMay 1, mortgage payment in the amount of $which was made up of a principal andinterest amount of $and a monthly escrow collection in the amount of $A reviewof our records found that on April 25, 2015, CMS received funds in the amount of $808.99which were sufficient to satisfy the May 1, mortgage payment.On May 1, 2015, CMS completed the initial analysis of your escrow account and issued you theattached escrow analysisThis escrow analysis determined that your escrow account contained ashortage in the amount of $This escrow shortage was spread over twelve months andresulted in an increase to your monthly mortgage payment from $to $(principaland interest $479.47, base monthly escrow collection $343.53, and a monthly escrow shortagecollection of $48.25) effective with the July 1, mortgage payment.On May 27, 2015, CMS received and applied your June 1, mortgage payment in theamount of $On June 8, 2015, CMS received funds in the amount of $3,whichwere initially applied to the July 1, through September 1, mortgage payments in theamount of $each and the remaining $was applied to the principal balance.On June 15, 2015, you contacted CMS and requested CMS to apply the full $3,to yourprincipal balanceCMS completed your request and applied the $3,to your principalbalance on June 24, with a payment effective date of June 8, CMS would like to takethis opportunity to sincerely apologize for any inconvenience you may have experienced due tothe initial misapplication of fundsOn July 1, 2015, CMS received and applied your July 1,mortgage payment.As of the date of this letter, your loan remains contractually current and is showing due for theAugust 1, mortgage payment in the amount of $Attached for your ease ofreference is a copy of your loan payment history as well as the loan servicing system paymentcodes and definitions.CMS would also like to take this opportunity to inform you that CMS's no-cost online paymentsystem has been recently enhanced to allow borrower to make additional payments to theprincipal balance or to escrowYou may access CMS's loan servicing website at [redacted] .Based on the foregoing, we believe the record is clear that CMS has applied all funds received asyou originally intendedShould you wish to further discuss any aspect of your loan, weencourage you to contact CMS's Customer Service Department at [redacted] for furtherassistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at [redacted] , Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely [redacted] Customer AdvocateCC: Revdex.com

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I do not agree with the long drawn out explanation from Carrington Mortgage Services.First: Carrington never returned my insurance money (from the escrow) “that they were not paying to an insurance carrier” so I could provide my own insurance even after asking them both in writing and via phone. Since they refused to return my money and insured the house on their terms my only request is a copy of the new insurance forms, I have not received these yet.Second: I did not block my access to the Carrington webpage, Carrington Mortgage Services did, making it impossible for me to pay my bill using the internet.Third: I did not stop sending my bills to my address, Carrington Mortgage Services did. I have lived at the same address for 11 years. I asked the Post Office if my address has change and they said no. Carrington Mortgage Services on their own accord decided not to send my bills to the exact same address that is on the contract and the one I have received mail at for the past 11 years, making it impossible for me make my payment using the bill I never received.Forth: Carrington Mortgage Services never once called me or tried to make any contact with me saying they were canceling my internet access and putting a stop on send bills to my address. Almost as if they were hiding the fact that they were blocking all avenues open to me for paying my bill, kinda makes me wonder if they are trying to cheat me out of my house.Fifth: Since I have submitted this complaint I receive a call from Carrington Mortgage Services at least once a day. The problem is, nobody is ever at the other end of the line. I answer the call and say hello and get no response, I say hello again with no response. This goes on and on. These are harassing calls that must stop. I do not make these harassing “no-response calls” Carrington Mortgage Services does.I have also been told by a representative of Carrington Mortgage Services that if I don’t like their service I should refinance my Mortgage, I never financed with Carrington Mortgage Services and have never signed a single document with them. On top of this, after they locked me out, making it impossible for me to pay my bill, they sent me a bunch of paperwork about HUD counseling and Bankruptcy, what does this have to do with their not returning my money so I can purchase insurance and blocking all available access for me to pay my bill. I say again, kinda makes me wonder if they are trying to cheat me out of my house. Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I finally have the information I requested thanks to the Revdex.com HOWEVER CMS asks why I stated that incorrect information was provided to me BECAUSE it was! Their so called "clerical error" caused me to spend approx2hours on the phone to verify if CMS was actually the holder of my mortgage in DEC The DUE DATES on the notice were NOT VALID in the first letter How does a company make a "clerical error" like this? CMS is trying to dismiss my claim that information was provided to me and that IS NOT accurate information was provided to me by CMS They should sit down sometime and read the review on the Revdex.com site They could learn to treat customers a lot better And I find it ironic that they can provide me with the escrow information ONLY after I file a complaint with the Revdex.com They state I was to fax the request to them I DID TWICE I called to follow UP TWICE and was told to refax!! where is that in the response from CMS? NOWHERE!! In closing I stand FIRM in the fact that CMS provided me with information in regards to the [redacted] buyout of my loan They provided a customer service number, a website, payment due dates, and transfer dates for the mortgage CMS is a joke and I recommend NO ONE ever use them Read your reviews on the Revdex.com site I have NO CLUE how they have an A+ rating Regards, [redacted]