Carrington Mortgage Services LLC

September 24, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Mr ***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 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 allege that your loan was recently transferred from [redacted] (“***”) to CMSYou claim that CMS’s online website improperly provides you with a confirmation immediately after processing an online payment request, even if the payment information is entered incorrectlyAdditionally, you also say that CMS’s online website does not allow you to make additional payments towards your principal or escrow balanceAlso, you state that if an online payment is processed with incorrect payment information, then your CMS online account is immediately locked for seven (7) daysLastly, you claim that in your prior phone calls to CMS the representatives advised you that our website was not working properly but failed to provide you a date by when it would be fixedResultantly, you believe that CMS is intentionally limiting online payment options to generate additional profit from potential late fees and interest and deliberately limiting your ability to make additional payments towards your principal balance and pay off your loan earlierConsequently, your desired resolution is for CMS to allow you to make payments towards your principal balance via the online website At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, At the time of the service transfer your loan was contractually current and next due for the April 1, payment As a preliminary matter, CMS is happy to confirm that you have the ability to make your monthly mortgage payment online, as well as the ability to make an additional payment to your principal or escrow balance online on or after the monthly payment due dateIf you want to make just your monthly mortgage payment before the due date, you may submit your payment via the online payment websiteIf, however, you want to make your monthly mortgage payment and an additional payment to 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 before the due dateYou may submit an additional payment towards your principal or escrow balance the following business day, not to exceed the amount of $1,000.00, 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 Moreover, contrary to your notion that CMS does not allow customers to pay an additional amount to the principal or escrow balance, please note that CMS does offer an auto draft payment option with that functionalityThe auto draft payment option provides you with the ability to choose the date or frequency you want CMS to draft your monthly payment, including the ability to add any desired additional principal amount or additional escrow amount to the monthly principal and interest paymentFor your reference, attached hereto as Exhibit “A” please find a copy of CMS’ Auto Draft Authorization (“ADA”) form Please further note that a copy of the ADA form may also be found on our website along with all other available payment options and applicable fees (if any) by visiting [redacted] If you are interested in enrolling in auto draft, the complete, original form may mailed to Carrington Mortgage Services, LLC, [redacted] or a scanned copy can be faxed to [redacted] Regarding the confirmation you receive after processing a payment request, please note that the confirmation notice is only notifying you that we have received your transaction request and not that your payment was successfully applied to your accountIn other words, the confirmation you receive immediately after processing a payment request is meant to only notify you that CMS is in receipt of your request for our office to debit your bank account for a mortgage paymentIt is not a confirmation that CMS has successfully debited your bank account and applied the payment towards your loanMoreover, please note that the use of incorrect/incomplete account numbers can be an indication of attempted access by an unauthorized party; accordingly, when CMS is notified that an incorrect/incomplete account number has been used, CMS’s policy is to lock your online account, send you a Payment Rejection Letter, and unlock your account after you call and speak with a CMS representative and confirm your correct routing and bank account numberCMS has this policy in place to protect our customers and out of an abundance of caution with the objective of preventing access by an unauthorized party Furthermore, CMS sincerely apologizes for any perceived unprofessional or uncooperative customer service you believe you may have received from our representatives during your attempt to determine why your online account was lockedAdditionally, please note that our department will escalate your concerns to the management team of that particular business unit so that our representatives can offer a better customer experience going forward That said, our records indicate that we received an online payment from you on August 3, in the amount of $1,Of that total amount, $was applied to your August 1, payment and $was applied towards your principal balanceAdditionally, our records also indicate that we received another online payment from you on September 3, in the amount of $1,Of that total amount, $was applied to your September 1, payment and $was applied towards your principal balanceFurthermore, please note that your loan is contractually current and next due for the October 1, payment in the amount of $As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late chargeIn other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the monthFor your reference, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions Based on the foregoing, we find no evidence of wrongdoing on CMS’s behalfWhile we understand your frustration with the prior online feature parameters, CMS has enhanced the online payment parameters and now offers borrowers the ability to make additional payments towards the principal or escrow balance via our online websiteFurthermore, CMS also offers alternate and convenient payment options that allow you to pay any desired additional amount towards your principal or escrow balance – options that have been available to you since the effective date of service transferAs a result, we respectively submit that CMS does offer comparable payment options as those of your prior servicer and that we are not engaging in any type of predatory practice or attempting to limit our customers’ payment optionsWe categorically deny the allegation that we have structured payment options so as to improperly benefit CMS at the expense of our customers Lastly, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] / -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

June 22, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Primary Borrower: [redacted] Secondary Borrower: [redacted] Property Address: *** [redacted] Dear Mr& Mrs***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) regarding the above referenced loan received in our office via email on May 27, 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 you are aware, our Customer Service Research Department (“CSRD”) originally received your inquiry via fax on May 7, Please note that your initial inquiry raises the exact same issues as your current inquiryAccordingly, CMS researched your loan and a response was sent to you on May 20, For your reference, attached hereto as Exhibit “1” please find a copy of CSRD’s response to you 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 your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

I have been attempting to pay my mortgage payment online and by phone since Saturday, May 28, I receive messages that payments on my account are not being accepted by these methods I have also tried to reach a customer service representative today and one is not availableMy payment was due on May 1, 2016....I understand that I have to pay a late fee, (and request no pardon from that) however I do not understand being forced into a situation in which I am over days late which will be noted on my credit report I am filing a complaint with the appropriate consumer advocacy/oversight agencies

Back in September of my mortgage was sold or transferred from [redacted] to Carrington Mortgage Services There was a lot of paperwork and I was unclear to what it all meant as I had not experienced this before On September 23rd at 7:40am I called their customer support line to ask about this and had a minutes and second phone call with a representative She was helpful for most of my questions but one question about my payment due date has caused great harm to my credit and financial stability The representative confirmed that my first payment was due within the first days I confirmed that I did not have to make a payment until those days and they said yes So I took that as a sign that I can put a little of that money towards a medical bill we had About days later I got a call that my payment was late and was not delinquent I asked how and why as I called in and was told I did not have to make a payment until days The person on the phone explaine

I have been living at [redacted] ***,my address for about years now and have experienced problems with Carrington MortgageThe problems is from range of constant calls about my mortgage by way of cell phone before the bill was due, payments not applied to my account, being talked to crazy by some Representatives, returned check from a payment that was sent in, harassment on intent of foreclosure notices all the time, the company adding other fees to bill recentlyI have had to speak to the company on several times about my accountI have requested a copy of what the company show I have paid them for the life of the loan and the copy that was sent to me was not what I requested with a letter stating this is the information that I requestedI have sent my divorce decree to them on numerous times and if called about the information no one ever no about the documents that was sent in to the officeI am asking and on the level of begging for help with this co

Not sure how they are rated A+I had shorted a payment on one of my loans (I pay a month ahead and the notice came after payment was made) They cashed the payment but didn't post it, then sent a letter stating late fee was due and a penalty Then didn't pay my house insurance, when I called they said "that is because we canceled your escrow, we never should have been paying it" I have a VA loan which you cannot remove the escrow without re-fi I called and the guy said yes I see it, we will get it paid Called days later to follow up since my house insurance already sent a letter of cancellation That is when they said the escrow was cancelled Can't get an answer from anyone, not even a supervisor Each department blames it on another department but my insurance still isn't paid!

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 am not satisfied with their explanationThe information they sent is not factualThank you for your help [redacted] [redacted] Sent from my iPhone Regards, [redacted]

October 3, [redacted] ** [redacted] RE: Complaint No.: [redacted] Loan No.: [redacted] Property Address: [redacted] ***, [redacted] ** [redacted] Dear Mrand Mrs [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 September 27, 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 Rebuttal, you request clarification regarding the date CMS became “involved” with your loan As previously mentioned in the prior response dated September 13, 2016, your loan was transferred from Bank of America to CMS on July 1, 2016, which is the date that CMS began the servicing of your loan Upon further review, we identified a typographical error on paragraph four of our response dated September 13, CMS has corrected this typographical error, and a corrected version of this response letter is attached for your ease of reference We would like to take this opportunity to express our apologies for any inconvenience that you may have experienced due to this inadvertent clerical error We again respectfully suggest that all of the concerns noted in the complaint have been fully addressedIf 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 -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 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 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (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 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 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 Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

[redacted] sold my home loan, my payment is Due in January I've call Carrington several times in regards to a loan number with their company for paper work Customer representatives say I'm not in their system or they don't know what I'm talking aboutIved called [redacted] only to be told to call CarringtonI'm not trying to have mortgage problems how do you pay a loan with no loan number or any paperwork to send the payment to?

[redacted] *** [redacted] [redacted] [redacted] [redacted] *** [redacted] [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on December 13, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand the complaint, you state that although the servicing of your loan was transferred to CMS on December 2, 2016, as of December 8, 2016, you still had not received a Welcome Letter or mortgage statement from CMS After contacting CMS about your concerns, you were notified that CMS did not send you a mortgage statement due to the status of a bankruptcy proceeding you filed You were advised that it would be necessary for you to submit a written request to CMS in order to have monthly mortgage statements issued to you You state that you sent such request to CMS; however, you still have not received a welcome letter or a mortgage statement from CMS The resolution you desire is for CMS to mail a welcome package to you and to begin sending mortgage statements to you on a monthly basis As you know, the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] N.A(“***”) to CMS on December 2, On December 7, 2016, CMS issued a Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer to CMS Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) at USC § 2605(c) requires such notice to be made not more than fifteen days after the effective date of the service transfer Taking this requirement into consideration along with the fact that the Hello Letter was mailed to you on December 7, 2016, CMS respectfully submits that it is reasonable that the Hello Letter may not have been delivered to you on or before the date your complaint was filed Please note that shortly after the December 7, Hello Letter was issued, CMS identified that the letter contained an inadvertent typographical error showing an incorrect transfer date of October 2, Accordingly, a corrected letter was sent to you on December 16, that acknowledged the typographical error and provided you with the correct service transfer date of December 2, CMS would like to point out that this correction letter was also sent to you within the aforementioned fifteen day timeframe Nevertheless, please accept our sincere apologies for any inconvenience or confusion the December 7, Hello Letter may have caused you A review of our records found that you filed for protection under a Chapter Bankruptcy, case number 13-on October 30, On February 10, the courts granted your request to discharge all secured and unsecured debts listed on your original petition As you did not reaffirm the mortgage debt prior to obtaining the discharge, you were no longer personally liable to repay the discharged debt; however, the discharge did not extinguish the lien on the subject property As such, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan As you may know, CMS is prohibited by law from attempting to collect a debt that has been discharged in bankruptcy For that reason, CMS suppressed the mailing of monthly mortgage statements in case such statements might be considered as an attempt to collect the discharged debt CMS permits the sending of monthly statements to a borrower in such circumstances when the borrower specifically submits a signed written request to receive mortgage statements from CMS On December 8, 2016, you contacted CMS to inquire as to the reason you had not received a monthly mortgage statement During that call, the CMS representative notified you of CMS’s practice to suppress the mailing of monthly mortgage statements on loans that had been discharged in bankruptcy The CMS representative further informed you that CMS would be happy to send monthly mortgage statements to you upon receiving a signed written request from you Our records show that on or about December 19, 2016, CMS received your written request to send you monthly mortgage statements Accordingly, that request was sent to the Bankruptcy Department for review and on December 20, 2016, your loan was updated to begin sending monthly mortgage statements to you That same day, CMS sent the attached monthly mortgage statement to you via regular mail 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 provided you with all the loan service transfer information within the timeframe required under applicable law Upon receipt of your written request, CMS began sending monthly mortgage statements to you Again, we sincerely apologize if the servicing transfer of your loan has caused you any unnecessary concern, or inconvenience If you wish to contact CMS regarding the administration of your loan or if you have any specific loan servicing concerns, you may contact our Customer Service Department at (800) 561-***, Monday through Friday, form 8:00AM to 8:00PM, Eastern Time 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] H [redacted] Customer Advocate CC: Revdex.com

Carrington Mortgage LLC had purchased the loan from [redacted] a few years ago and they never told us that it was sold and then purchased by them Since then they have been adding fees to pay by phone and also by automated system However it was free to pay by the websiteNow they will be adding a dollar charge to that as well First I didn't agree to their terms of payment in the first place I did so with [redacted] Second they are always for the most part rude and not very personable to talk with as wellThird the only form of payment that will not charge is with an automatic payment method which I do not agree to their terms or I can have my bank pay them through their bill payment methodI never agreed to this and feel that they are taking advantage of their customers who didn't come to them to get a loan in the first place

March 3, [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] ***, [redacted] Complaint I.DNo.: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office email on February 16, CMS is committed to responsible lending and servicing and we would like to address any concerns the borrowers may haveThe following is our response to the issue(s) raised in the inquiry As a preliminary matter, CMS is aware that the above referenced borrowers have filed for protection under a Chapter Bankruptcy, case number [redacted] on September 3, Our records show that the borrowers’ bankruptcy case remains open and active at this timeBecause our records also indicate that you are representing the borrowers in respect to their bankruptcy case, CMS is responding to you to address the borrowers’ concernsThat being said, this letter is not an attempt to collect a debt but merely provides informational notice regarding the status of the loan As we understand the complaint, the borrowers state that they have never paid their mortgage payments thirty days lateThe borrowers state that although the servicing of the loan was transferred to CMS several months ago, CMS has not updated the loan to reflect the correct post-petition payment status of the loanThe borrowers explain that on November 30, they made a mortgage payment to their prior loan servicer and then made another mortgage payment to CMS on December 30, The complaint continues on to raise concern that CMS has increased the borrowers’ monthly mortgage payment by $even though the borrowers’ property taxes have decreased and their hazard insurance premium has increased only slightlyThe borrowers express dissatisfaction that the proper CMS representative has not returned their callsThe borrowers’ desired resolution is for CMS to properly credit payments to their loan, provide them with an explanation as to the reason the mortgage payments have increased, and for the proper CMS representative to return their call Please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“***”) to CMS on December 1, On December 5, 2015, CMS issued the attached Notice of Service Transfer (“Hello Letter”) notifying the borrowers of the service transfer to CMSAt the time of the service transfer, the loan was in default and showing due for the September 1, contractual mortgage payment in the amount of $1,This contractual payment was made up of principal and interest in the amount of $and a monthly escrow collection in the amount of $ As you know, there is a distinct difference between the contractual loan payment due date, the pre-petition payment due date, and the post-petition payment due date, the latter two of which are determined by the borrowers’ approved bankruptcy planTypically, a Proof of Claim (“POC”) is filed with the court when a Chapter Bankruptcy is filed and such POC may include mortgage payments that were due at the time the POC was filedIn this case, the borrowers’ POC included three contractual mortgage payments which were to be repaid within the five year bankruptcy payment plan (pre-petition payments)A copy of the borrowers’ POC is included here for your ease of reference These monthly pre-petition payments are paid by the borrowers to the bankruptcy trustee and are forwarded to CMS by the borrowers’ bankruptcy trusteeThe pre-petition payments are held in an unapplied status until the time that the pre-petition payments are sufficient to satisfy a contractual paymentCMS will not be in possession of all the payments included in the POC until the borrowers have made all sixty payments required under the bankruptcy repayment plan and such payments are forwarded to CMS by the borrowers’ bankruptcy trustee Although the pre-petition payments are to be repaid over a period of five years, the borrowers are still responsible to pay the mortgage payments that have become due after the POC was filed (post-petition payments)Again, CMS is able to confirm that the loan was contractually in default and showing due for the September 1, contractual mortgage payment at the time of the service transfer as outlined aboveThat being said, CMS has also confirmed that due to an inadvertent clerical error, the loan was not updated to reflect that the borrowers were due for the December 1, post-petition payment at the time of the service transfer Upon receipt of the complaint, CMS has taken the appropriate actions to update our records to reflect that the borrowers were due for the December 1, post-petition payment at the time of the service transferCMS would like to take this opportunity to sincerely apologize for any inconvenience the borrowers may have experienced due to the unintentional clerical error Our records also show that on December 30, 2015, CMS received a post-petition payment in the amount of $1,which was applied to the September 1, contractual mortgage payment in the amount of $1,CMS has confirmed that its records now reflect that this payment satisfied the borrowers’ December post-petition mortgage payment On May 1, 2015, CMS completed an initial escrow analysis for the loan and issued the attached escrow analysis notification to the borrowersThe escrow analysis projected total annual escrow disbursements in the amount of $7,158.64, which included a hazard insurance premium in the amount of $1,589.00, property taxes in the amount of $4,and a FHA Mortgage Insurance Premium (“MIP”) in the amount of $The guidelines set forth by the Real Estate Settlement Procedures Act (“RESPA”) limit the amount of funds a loan servicer may require a borrower to hold in an escrow account, commonly known as an escrow cushionPursuant to applicable law, CMS required the borrowers to maintain an escrow cushion equal to one month (one-twelfth) of the amount of the total annual disbursements paid out of an escrow account (not including MIP) Because the total annual escrow disbursements for the loan (not including MIP) were projected to be $6,373.00, the borrowers’ escrow account is required to have a minimum of $at all times ($6,divided by equals $561.08)Based upon the projected disbursement date of the escrowed items, CMS determined that the borrowers’ escrow account will have a deficit in the amount of $in March Because the borrowers are required to have $in their escrow account at all times, CMS determined that the borrowers’ escrow account would contain an escrow shortage in the amount of $at that time ($plus $equals $638.18) 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 the borrowers’ contractual monthly mortgage payment in the amount of $117.86, from $1,to $1,effective with the March 1, mortgage paymentFor your ease of reference, a breakdown of the March 1, mortgage payment is outlined below Principal and Interest: $ Base Escrow Collection: $ ($7,divided by 12) Monthly Escrow Shortage: $ ($divided by 12) March 1, Payment $ 1, On January 29, 2016, CMS received a post-petition payment from the borrowers in the amount of $1,These funds were applied to satisfy the October 1, contractual mortgage paymentCMS has confirmed that its records now reflect that this payment satisfied the borrowers’ January post-petition mortgage paymentThe most recent post-petition payment CMS received from the borrower was on February 29, in the amount of $1,which satisfied the borrowers’ February post-petition mortgage paymentThese funds were applied to the November 1, contractual payment in the amount of $1,and the remaining $was placed in an unapplied statusAfter the application of these funds, the contractual payment due date was December 1, 2015, the post-petition payment due date of March Attached for your ease of reference is a copy of the borrowers’ loan payment history as well as the loan servicing system payment codes and definitions In regard to the borrowers’ concerns that CMS bankruptcy specialists have not returned their calls, a review of our records shows that CMS bankruptcy specialists have spoken to the borrowers on multiple occasionsUpon receipt of the complaint, CMS has confirmed that a senior bankruptcy specialist spoke with the borrowers on February 29, and addressed all of the borrowers’ bankruptcy related concernsThe borrowers were notified that CMS was updating the loan to account for all post-petition payments made and that a written response would be issued to the borrowers addressing all of the concerns raised within their complaintNevertheless, CMS sincerely apologizes if the level of customer service CMS has provided has not met the borrowers’ expectations Based on the foregoing, we believe the record is clear that CMS has now updated the loan to show the borrowers are current with their post-petition mortgage paymentsIt is also clear that CMS has properly managed the borrowers’ escrow account and that the payment increase of $effective with the March 1, contractual mortgage payment is a result of the borrowers’ escrow account containing an escrow shortageShould the borrowers wish to further discuss any aspect of their loan, we encourage them to contact CMS’s Customer Service Department at [redacted] for further assistance We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] 7, Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: [redacted] and [redacted] Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of 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/ -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 -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***, [redacted] ***

April 26, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] , KY [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] ***, [redacted] , [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on April 12, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your rebuttal, you are dissatisfied with our initial response and the length of time it has taken to process your request for a partial releaseConsequently, you continue to believe that CMS’s actions and servicing of your loan are unprofessional and careless As a preliminary matter, CMS sincerely apologizes for any perceived unprofessional or careless customer service you believe you may have received from our representativesRest assured that CMS strives to accommodate all reasonable customer expectations and resolve all customer requests as timely as possible Specifically, I previously advised you that CMS contacted your attorney with regard to the Partial Release Agreement that is required to process your request for a partial releaseDespite my best efforts, I misspoke in delivering my explanationI intended to advise you that CMS had contacted the attorney who represented the seller of the home next to yours to advise him of the Partial Release Agreement that is required to process the partial releaseWe sincerely apologize for this inadvertent error and for any inconvenience you may have experienced as a result That said, as previously advised, once you have the Partial Release Agreement; please provide a copy to CMS so that our office can execute itTo expedite receipt of the document, please send it via facsimile to [redacted] and call me directly at [redacted] to confirm that you faxed itIf you have any questions or concerns in regard to the Partial Release Agreement, CMS strongly encourages you to consult with a reputable attorney of your choice for further assistanceUnfortunately, CMS cannot provide you with any legal advice While we regret that you are dissatisfied with our initial response, our records are clear that CMS reviewed your request for a partial release as timely as possible, communicated with you on numerous occasions to convey our approval of the release in concept, advised you to submit a copy of the Partial Release Agreement for our signature, and even provided you with an example of such an agreementAs a result, CMS continues to submit that all of your concerns have been addressed within a reasonable timeframe and that our representatives have been professional and more than willing to assist you with your requestFinally, because CMS has now addressed these issues on multiple occasions, our office will not respond to future correspondence raising substantially the same or identical claims We trust that this communication addresses all of the concerns noted in your rebuttalIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, [redacted] , CA ***, 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 [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***, [redacted] , [redacted] ***

Dear Mr [redacted] and 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 abovereferenced loan received in our office via email on December 21, 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 filed an insurance claim after experiencing a claimable loss to the propertyYou express dissatisfaction with the way that CMS has monitored the property repairsYou claim that CMS has refused to release the remaining portion of the insurance claim funds and has requested additional information from you to verify that the appropriate repairs have been completedBy requesting information that CMS did not initially request from you, you feel that CMS has suggested that you have been deceptive or dishonest in regard to the repair processYou are requesting CMS to immediately disburse the remaining insurance claim proceeds to you so that you can pay for the completed repairs.At the outset, please note that the servicing of your 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 CMSAt the time of the service transfer your loan was contractually current and showing due for the April 1, mortgage payment.A review of our records shows that on July 20, 2015, CMS received an insurance claim check from you in the amount of $4,Because the insurance claim funds were less than $10,and your loan was contractually current (not modified in the previous six months), CMS promptly endorsed that claim check and returned it to you along with the attached letter that same dayFor your ease of reference, below is a summary of CMS loss draft policy for claim amounts under S10,000.00.Loss Draft Under S10,000:If the claim amount is $10,or less, the borrower is instructed to forward the claim check to CMS, along with:P A copy of all insurance adjustors' reports ' A copy of the contractor's estimate/contract for repairs, if available Release of the check is dependent on the status of the loan, as follows:If the loan is current and has not been modified in the last six months; or the loan was modified within the last six months and the claim is $3,or less, the check is endorsed and released to the borrower" If the loan is more than thirty days delinquent; or if the loan was modified in the last six months and the claim is over $3,CMS will monitor the claim and repair process.On or about September 29, 2015, CMS received a new insurance claim check from you in the amount of $3,which brought the total amount of insurance claim funds at that time to $8,($4,plus $3,equals $8,007.55)Because the insurance claim funds were still less than $10,and your loan remained contractually current (not modified in the previous six months), CMS promptly endorsed the claim check and returned it to you along with the attached letter that same day.On or about June 23, 2016, CMS received an unendorsed insurance claim check from you in the amount of $21,which brought the total amount of insurance claim funds at that time to $29,($plus $21,equals $29,177.81)Because the total claim proceeds exceeded an amount of $10,000.00, CMS was now required to monitor the insurance claim repair processThat same day, CMS issued the attached letter to you notifying you of CMS's Loss Draft policy for claim amounts exceeding $10,The June 23, letter notified you that in order for CMS to process the insurance claim check, the following conditions must besatisfied.The claim check must be endorsed by all parties listed on the check(s);CMS must receive a copy of all insurance adjustors' estimate reports and photographs;O CMS must receive a copy of a licensed contractor's bid/estimate and or signed contract;CMS must receive a signed and dated Affidavit of Loss Draft Claim (attached);O CMS must receive a copy of all applicable permits; andCMS must receive a copy of your contractor's license if you planned on restoring theproperty yourself;The letter went on to explain that once CMS received the above information, CMS would release the insurance claim proceeds in one-third increments and that the second and third increments would be released at intervals of 50% and 100% completion of repairs with property inspections being completed to verify the percentage of completion.Please be advised that this process is in place for all loans that have received insurance claim funds greater than $10,CMS sincerely apologizes if you are dissatisfied that additionalSouth Douglass Road, Suites & 200-A, Anaheim, CA Mailing Address: P.OBox3489, Anaheim, CA 92803¦? YD Phone: (866) 874-Fax: (949) 861-information was required from you once the claim amount exceeded $10,That said, we respectfully submit that monitoring insurance claim disbursements above a certain value and requiring that certain supporting documentation be submitted is a reasonable practice to protect the noteholder's interest in the collateral securing repayment of the loan.Because the recently received claim check was not endorsed by you, CMS returned the claim check to you on June 24, along with the attached letterAs you may recall, CMS notified you that in order to proceed with the insurance claim process it would be necessary that you endorse the insurance claim proceeds and return the endorsed claim check to CMSAs of July 15, 2016, CMS was not yet in receipt of the endorsed claim checkThat day, CMS spoke with you and provided you with detailed information relating to CMS's repair monitoring process.On August 16, 2016, CMS received the endorsed claim check, a signed and dated Affidavit of Loss Draft Claim, a copy of the insurance adjustors estimate report, and a letter notifying CMS that you would be acting as a general contractor for the repairs to the subject propertyAs required, CMS placed the insurance claim proceeds in a restricted escrow account set aside to hold funds specifically intended to repair the propertyOn August 22, 2016, CMS released an additional S1,to you which brought the total amount of funds disbursed to you to $9,These funds represented the remaining funds required to equal a sum disbursement equal to one-third of the total claim proceeds ($29,divided by equals $9,725.39)The attached letter was issued to you along with the claim check in the amount of $1,718.39.On August 26, 2016, you contacted CMS explaining that the last disbursement you received of $1,was not enough to start the repairs to the propertyYou explained that the previous claim checks were used to repair the furnace and water tank and that the most recent claim check was intended for repairs to the dwellingIn an effort to assist you, the CMS representative encouraged you to submit a letter to CMS explaining the reasons you needed more than the customary one-third disbursement along with copies of receipts for the repairs to the furnace and water tankIt was explained that once CMS received the required information, the request would be reviewed with CMS management and a determination would be made at that time.On September 15, 2016, CMS received your request for additional claim proceeds to be disbursed to you and your request was submitted to CMS management for approvalOn September 16, 2016, CMS management approved an additional disbursement in the amount of $8,which was sent to you that day along with the attached letterAfter the disbursement of these funds, the total amount of funds CMS disbursed to you was $17,To be clear, these funds were disbursed to you as an exception to CMS’s policy to require a property inspection showing that 50% of the needed repairs were completed.On or about November 2, 2016, CMS received a copy of your insurance estimate along with a request for a property inspectionThat day, CMS attempted to contact you via telephone at (708) 223-to provide you with information as to how to go about requesting a property inspectionBecause CMS received no answer from you, a message was left requesting you to contact CMS and/or its loss draft vendor at your earliest convenienceOn November 7, 2016,South Douglass Road, Suites & 200-A, Anaheim, CA Mailing Address: P.OBox3489, Anaheim, CA Phone: (866)874-Fax: (949) 861-you returned CMS's call and a property inspection order was placed at that timePlease be advised that the average turn-around time for the property inspector to contact a borrower is five business daysOur records show that the property inspection was scheduled for November 21, On November 23, 2016, CMS received the results of the property inspection showing that the repairs were 95% completedAccordingly, CMS began taking the necessary actions required to finalize the insurance claim process.On December 7, 2016, CMS contacted your insurance company and was notified that the total replacement cost value for the claim was in the amount of $52,which was not in-line with the amount outlined within the insurance adjustors' estimateThe CMS representative explained that it would be necessary for the insurance adjustors' estimate to be updated to reflect the actual amount of claim fundsBefore the call ended, your insurance agent notified CMS that claim proceeds in the amount of $7,were paid to you directly which CMS was unaware of Your insurance agent also confirmed that additional claim proceeds of $7,and $4,were also disbursed; however, CMS was not informed as to who these claim checks were disbursed toIn light of this information, CMS respectfully submits that it was reasonable for CMS to hold off on disbursing the final draft until CMS was in receipt of information outlining details of all claim disbursements.On December 9, 2016, CMS spoke with you and notified you that CMS was in the process of gathering additional information from your insurance agent in order to clarify the total amount of claim proceeds that were disbursed in connection with your insurance claimIt was explained that CMS would need that information in order to issue the final claim proceeds from the restricted escrow accountUpon being made aware of this information, you expressed dissatisfaction with the way CMS has monitored the repair process.On December 13, 2016, CMS spoke with your insurance company in an effort to secure all required information including an updated insurance adjustor's report accounting for all insurance claim funds that were disbursed in connection with the insurance claimCMS was notified that the total estimate was for an amount of $68,which included amounts for personal property and for repair of the propertyYour insurance agent agreed to provide CMS with an accounting of the disbursements which was needed in order to finalize the insurance claim process.On December 20, 2016, CMS spoke with you and notified you that CMS received all requested information and because the repairs were 95% completed, CMS would be issuing the final insurance claim proceeds to youOn December 29, 2016, CMS disbursed the remaining $11,to you via Federal Express tracking number 7780-6317-along with the attached letterOur records show that the package was delivered to you on December 30, After the disbursement of these funds, your restricted escrow account balance was $0.00.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 ErrorSouth Douglass Road, Suites & 200-A, Anaheim, CA Mailing Address: P.OBox 3489, Anaheim, CA Phone: (866) 874-Fax: (949) 861-Based on the foregoing, we believe the record is clear that CMS has properly managed and monitored the repair processWhile CMS would have preferred to have issued the remaining insurance claim proceeds to you sooner, the delay experienced is due to CMS being provided with incomplete information as it relates to the total amount of the insurance adjustors' estimate and the amounts of all claim disbursementsCMS respectfully submits that the remaining claim proceeds were disbursed shortly after CMS received the complete insurance adjustors' estimate and information outlining all of the claim disbursementsShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS's Customer Service Department at (866) 561-for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Eastern Time.Sincerely, ???/??????- [redacted] ***Customer AdvocateCC: Revdex.comIMPORTANT DISCLOSURES-INQUIRIES & COMPLAINTSFor 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 1-800-561-Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carrington ms.com/.-IMPORTANT BANKRUPTCY NOTICEIf 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 REPORTINGWe 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 obligationsSouth Douglass Road, Suites & 200-A, Anaheim, CA Mailing Address: P.OBox 3489, Anaheim, CA 92803Y Phone: (866) 874-| Fax: (949) 861--MINIMIRANDAThis 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 COUNSELORINFORMATIONIf you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.-EQUAL CREDIT OPPORTUNITY ACT NOTICEThe 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 20580.-SCRA DISCLOSUREMILITARY 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 1-888-267-5474.--NOTICES OF ERROR AND INFORMATION REQUESTSYou 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 (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA South Douglass Road, Suites & 200-A, Anaheim, CA Mailing Address: P.OBox3489, Anaheim, CA 92803Y ????? Phone: (866)874-Fax: (949) 861-

This Mortgage carrier steals interestThere is no easy way to request extra principle paymentsThey claim that it is not their policy to apply extra principle payments unless you tell them to each and every monthAfter they took over serviceing my mortgage from [redacted] they applied extra payments to future months, and when I called to request that they apply any additional payment above Monthly Principle, interest, and escrow payments they told me that it is not their policy to do that unless I tell them to do it each and every monthThat means that I am being overcharged interest each and every month if I don't request that extra go to Principle each and every monthIf I could give them stars I wouldThey are a fraudulent lender and I wish that [redacted] had never sold my Loan to themNeither of the reps I spoke to cared that they were set up to cheat me all they cared to say was that it was their policy to cheat me if I didn't tell them each month to apply extra payments to principleThis is not after all when I asked [redacted] to do the same thing they did it not hassle at allIf you value your money avoid at all costs

Dear Ms [redacted] :The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on April 11, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry.As we understand the complaint, you claim after the servicing of your loan was transferred to CMS, you made timely contractual monthly mortgage payments to CMSNevertheless, you claim that CMS has misapplied these payments and has improperly notified the credit reporting agencies that your mortgage payments have been paid late causing your credit score to sufferYour desired resolution is for CMS to report accurate loan and payment information to the credit reporting agencies.At the outset, please note that the servicing of this Veteran’s Administration (“VA”) insured loan was transferred from [redacted] (“***”) to CMS on April 2, On April 6, 2015, CMS issued the attached 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 May 1, mortgage payment in the amount of $1,This payment was made up of principal and interest in the amount of $and a monthly escrow collection in the amount of $Our records show that on May 2, 2015, CMS received and applied funds in the amount of $1,to your May 1, mortgage payment.Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transferIn compliance with the RESPA escrow analysis requirement, CMS completed an initial escrow analysis for your loan and issued the attached escrow analysis notification to you on May 18, The escrow analysis projected your total annual escrow disbursements to be in the amount of $1,959.75, which included a hazard insurance premium in the amount of $and property taxes in the amount of $1,RESPA guidelines limit the amount of funds a loan servicer may require a borrower to hold in an escrow account, commonly known as an escrow cushionAlthough RESPA does not require the lender to maintain a cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account.Because the total annual escrow disbursements for your loan were projected to be $1,959.75, your escrow account was required to have a minimum balance of $at all times ($1,divided by equals $326.62)Based upon the projected disbursement date of your escrowed items, your escrow balance at that time, and the required escrow cushion, CMS determined that your escrow account would have a balance in the amount of $in September Because you were required to have $in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $at that time ($minus $equals $1.30).CMS spread the escrow shortage of $over a period of twelve months which resulted in a $increase to your monthly mortgage payment from $1,to $1,effective with the July 1, mortgage paymentFor your ease of reference, a breakdown of the July 1, mortgage payment is outlined below Principal and Interest: $ Base Escrow Collection: $ ($1,divided by 12) Monthly Escrow Shortage: $ ($divided by 12) July 1, Payment $ 1,033.60On May 28, 2015, CMS received funds from you in the amount of $1,These funds were applied to your June 1, mortgage payment of $1,and the remaining $was applied to reduce your outstanding principal balanceOn June 22, 2015, CMS disbursed $from your escrow account for the payment of your annual hazard insurance premium which was an increase of $from your previous annual hazard insurance premium of 885.74.Over the following months, CMS continued to receive timely mortgage payments from you that were sufficient to satisfy the subsequent mortgage payments dueOn September 17, 2015, CMS disbursed $1,from your escrow account for the payment of your property taxes which was an increase of $from your previous property taxes of $1,Our records show that you continued to make timely mortgage payments that were sufficient to satisfy the subsequent mortgage payments due to CMS through the month of December 2015.On December 18, 2015, CMS completed a new escrow analysis for your loan to fall in line with the Georgia annual escrow analysis cycle and issued you the attached escrow analysis notificationThis escrow analysis projected your total annual escrow disbursements to be in the amount of $2,696.93, which included the increased hazard insurance premium of $and the increased property taxes in the amount of $1,CMS continued to require you to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account.Because the new total annual escrow disbursements for your loan have been projected to be $2,696.93, your escrow account is required to have a minimum of $at all times ($2,divided by equals $449.48)Based upon the projected disbursement date of your escrowed items, your escrow balance at that time, and the required escrow cushion, CMS determined that your escrow account will have a deficit in the amount of $in October Because you are required to have $in your escrow account at all times, CMS determined that your escrow account will contain an escrow shortage in the amount of $at that time ($plus $equals $878.87).In order to avoid a financial hardship, CMS has spread the escrow shortage of $over a period of twelve months which resulted in an increase to your monthly mortgage payment from $1,to $1,effective with the 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: $ ($2,divided by 12) Monthly Escrow Shortage: $ ($divided by 12) February 1, Payment $ 1,168.16On December 29, 2015, CMS received funds from you in the amount of $1,which were applied to your January 1, mortgage payment in the amount of $1,and the remaining $was applied to reduce your outstanding principal balanceAfter the application of these funds, your loan was showing due for the increased February 1, mortgage payment in the amount of $1,168.16.On January 28, 2016, CMS received a partial payment from you in the amount of $1,Because these funds were less than the contractual payment due at that time, CMS placed these funds in an unapplied status until the time that CMS was in receipt of additional funds required to satisfy the full contractual mortgage payment of $1,On February 18, 2016, CMS sent the attached letter notifying you that CMS was not in receipt of your full February 1, mortgage payment.On March 2, 2016, CMS received new funds from you in the amount of $1,which brought the total amount of funds in CMS’s possession to $2,That day, CMS applied $1,to the February 1, mortgage payment and the remaining $was held in an unapplied status until the time CMS was in receipt of additional funds required to satisfy the March 1, mortgage payment in the amount of $1,On March 3, 2016, CMS issued you the attached letter notifying you that the $in an unapplied status was not sufficient to satisfy the mortgage payment dueOn March 14, 2016, you contacted CMS concerned that your February 1, mortgage payment was reported to the major credit reporting agencies as being delinquentThe CMS representative notified you that your February 1, mortgage payment increased as a result of the December 18, escrow analysisThe CMS representative agreed to send you a copy of that escrow analysis and outlined your loan payment history demonstrating that the full February 1, payment was not received by CMS within the month that it became due.On March 18, 2016, CMS sent you the attached letter reminding you that CMS was not in receipt of your full March 1, mortgage payment.On March 30, 2016, CMS received funds from you in the amount of $1,bringing the total amount of funds in CMS’s possession to $2,These funds were applied to your March 1, mortgage payment in the amount of $1,and the remaining $was applied to reduce your outstanding principal balanceOn April 10, 2016, and on April 19, 2016, CMS issued the attached letters notifying you that CMS was not in receipt of your full April 1, mortgage payment.On April 21, 2016, you again contacted CMS and continued to express dissatisfaction that CMS reported recent mortgage payments as being delinquentThe CMS representative again reminded you that your February 1, mortgage payment increased as a result of the December 18, escrow analysis and that CMS was not in receipt of your full mortgage payments within the same month that they became due, which resulted in reporting correct information to the credit reporting agencies.That day, you made a new partial payment to CMS in the amount of $Upon receipt of this partial payment, CMS reversed $from your principal balance then applied the sum of $1,to your April 1, mortgage payment which brought your loan contractually current and due for the May 1, mortgage payment in the amount of $1,Please be advised that CMS recently received a new payment from you in the amount of $1,which was again less than the contractual payment due in the amount of $1,As a courtesy to you, CMS transferred $from your escrow funds and applied the sum of $1,to your May 1, mortgage payment.In order to recover the advanced amount of $0.16, CMS assessed an escrow shortage fee in the amount of $to your loanPlease note that it is important that you submit your full monthly payment to CMS to avoid issues of this nature from arising in the futureShould you be uncertain of the amount of your monthly mortgage payment, you may view the monthly mortgage statements that are issued to you by CMS, you may visit CMS’s Loan Servicing Website (“LSW’’) at https://carringtonms.com, or you may contact our Customer Service Department at [redacted] Attached for your ease of reference is a copy of your loan payment history as well as a copy of the loan servicing system payment codes and definitions.Please be advised that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan informationWe have determined that the information reported to the major credit bureaus properly reflects your payment history and loan informationWe are, therefore, unable to make the requested changes to the reported information.Finally, 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 notified you of the increase to your February 1, mortgage payment, has properly applied all funds received from you to your loan, has reported accurate information to the major credit reporting agenciesShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time.Sincerely, [redacted] ,Customer Advocate

January 30, [redacted] RE: Loan No.: [redacted] Property Address: [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 January 6, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry Please note that our records show that you initially filed two complaints with our Customer Service Research Department on July 31, and December 15, which raise the same issues as this complaint As required, your loan was fully researched and a response was mailed to your attention on August 6, and on January 8, Attached for your reference are copies both responses In closing, it is also important to note that the information reported to the credit agencies on August 10, will remain on your credit for up to seven years 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 -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 54285, Irvine, CA 92619-4285, or calling 1-800-561- Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.m to 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 – Tennessee: This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance

I was transferred to Carrington Mortgage by Citi Financial I am used to this procedure because my mortgage has been transferred many times Absolutely no problem This Company is suppose to do business and no changes made to my account at all This is not the case with this awful, despicable company They start to call before the grace period, send out notifications before the grace period, harass and harass I submitted my payment online and have been doing so since I have been with this company, I was told today that I submitted the wrong account number, no room that they may have made the error and I know not to try and reason with them, because in their eyesight, they are never wrong So I now have a late charge Upon notification that the account number was put in incorrectly, I immediately took care of the issue Carrington Mortgage and their representatives have a knack for making one feel like they are less than pond sm First of all their message indicates this is a debt collector and something about if you've file for bankruptcy I have not filed for bankruptcy and I am not sure why I was transferred to a debt collector When I asked them why this was done, they said this is what they have to state Why would they have to have that on their message if one's mortgage is not in bankruptcy and not late It is truly embarrassing to any creditor that might call in my securing credit, to think my account is with a debt collector In all the mortgage companies I have been with since the onset of my mortgage, never once has any mortgage company said this is a debt collector Their representatives are cold and condescending In the time I've been with this company, I've had two nice representatives I asked this last representative if the late charge could be removed, she said she could not do it I think they believe everyone that crosses their path is stupid, well I am not and I know it can be removed One time, I paid my bill before midnight, the next day, I was charged a late charge and was told it had to be in my I was not made aware of this and the representative was kind enough to remove the late charge The next month I went online, and it stated that the payment must be made by I asked the nicer representative why this wasn't on the website prior She apologized and as I stated above, it was then there the next month If I had the funds to pay this totally off, I would do this to avoid any further stress from Carrington Mortgage I am filing this complaint against them

Carrington buys our mortgage from X company in Jan The transition took place right at the time the payment was dueWe couldn't pay the old company and the first mail notification from Carrington is "your payment is late"Not welcome to the company, here's your statementnope, 'your payment is late'We finally did get a statementweeks later FFWD to today, weeks after receiving the statement, and we get 'notice to foreclose' paperworkThe March payment isn't due for another couple days (grace period, I don't get paid on a set schedule), so there's one payment duethe first paymentpaymentto which we didn't even get a statement until days AFTER it was dueand they send foreclosure paperwork??? So, I call the company, understandably pissed, and the phone operator hangs up on me because I cursedSo, I call backagainto talk with a supervisor, and I get his voicemail!?!?!?! They can't even talk to meI should note that during this time, my wife was making the payment on the computer, it had gotten overlooked and forgotten about due to an area work tragedy this past month I wouldn't recommend this company for ANYTHING!!!!! Straight out of the chute, it's 'your late'Terrible customer service

August 29, [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] ***, [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 17, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As you are aware, our Customer Advocate Department originally received an inquiry from you that was filed with the Revdex.com on August 4, which raises the same issues as this complaintAccordingly, the loan was researched and a response was sent to you by CMS on August 16, Although the August 16, response letter provided you with twenty-four pages of documents to support CMS’s response, CMS is not attaching another copy of those 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 CMSPlease be advised that because you have not provided CMS with additional information to support your claims, CMS’s position remains unchangedFinally, CMS will not respond to future correspondence raising substantially the same or identical claims as we have now addressed these issues on multiple occasions Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, [redacted] or fax your correspondence to [redacted] Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error 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 -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at 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 [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***