Carrington Mortgage Services LLC

November 7, [redacted] F/K/A [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Ms ***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on October 19, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that you are currently in the process of refinancing your loan with CMS’s Mortgage Lending DivisionYou claim that the loan officer assisting you with the refinance told you not to make your September 1, and October 1, mortgage paymentsYou also claim that you were told that CMS would waive any late charges assessed in September You state that on September 16, 2016, you attempted to make your September 1, payment via CMS’s online payment system but that payment was returned unpaid due to incorrect information being entered into the online payment systemOn September 29, 2016, you again accessed CMS’s online payment system and attempted to make your September 1, payment but that payment was also returned unpaid for the same reason as outlined aboveYou express dissatisfaction with the level of customer service you received from CMS and that CMS representatives have been rude to you when discussing the returned payments At the outset, please note that the servicing of your existing 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 August 17, 2016, you initiated a FHA Streamline refinance process with a loan officer within CMS’s Mortgage Lending DivisionOver the following weeks CMS continued to work with you in an effort to meet your refinance needsCMS would like to take this opportunity to clarify that CMS does not direct borrowers not to make mortgage paymentsWhile CMS loan officers may explain the closing process, including whether a loan is scheduled to close before or after a due date on the loan that is being paid off, such explanations should never be interpreted as direction not to make timely payments that are due under an existing contract In fact, when CMS begins the financing process, borrowers are required to sign the attached Notice Regarding Loan Payment explaining that timely payment of your current mortgage is importantThis Notice informed you that that “No matter how fast your refinance process may be taking place, your current mortgage payment must be made on-time to prevent any late payments from being reported on your credit report.” As you can see, you acknowledged reading this notice and indicated that you understood the notice by electronically signing this disclosure on August 19, We would like to take this opportunity to remind you that all payments are due on the first day of each month as outlined under Section Four of your attached Promissory NoteIf the payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loanAny payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent Our records show that on September 16, 2016, you accessed CMS’s Loan Servicing Website (“LSW”) and initiated an online mortgage payment in the amount of $1,to pay your September 1, mortgage paymentCMS is able to confirm that you provided a routing number directing CMS to debit a checking account held with Oregon Community Credit Union which contained a total of twelve digitsAccordingly, CMS applied the $1,to your September 1, mortgage payment that same day On September 20, 2016, your September 1, payment was returned unpaid because Oregon Community Credit Union was unable to locate an account with the banking information you provided during the September 16, online payment transactionAccordingly, the $1,was reversed from your loan bringing your loan due for the September 1, mortgage paymentBecause your September 1, mortgage payment was not successfully paid on or before the sixteenth day of that month, a late charge in the amount of $was permissibly assessed to your loanOn September 21, 2016, CMS sent the attached letter to you notifying you of the returned payment On September 28, 2016, during the course of reviewing your refinance request, the CMS loan processor identified that your September 1, mortgage payment was not yet paidThe loan processor notified your loan officer of that fact and requested that you be reminded to make your September 1, paymentIn your complaint, you acknowledge that on September 29, the CMS loan officer notified you that if you did not make your September 1, mortgage payment by the end of that month, your payment would be reported as being thirty days late Later on September 29, 2016, you accessed CMS’s LSW and processed a payment in the amount of $1,During this online transaction, you provided a routing number directing CMS to debit a checking account held with [redacted] which contained a total of nine digitsThe nine digit checking account number you provided during this transaction ended with Accordingly, CMS applied the $1,to your September 1, mortgage payment of $1,with the remaining $being applied towards your outstanding late charge balance that same day On October 4, 2016, your September 1, payment was returned unpaid because [redacted] notified CMS that the checking account number you provided during the September 29, online payment transaction was invalidAccordingly, the $1,payment was reversed from your loan bringing your loan again due for the September 1, mortgage paymentOn October 5, 2016, CMS sent the attached letter to you notifying you of the returned paymentOn or about October 10, 2016, CMS appropriately notified the credit reporting agencies that CMS was not in receipt of your September 1, payment within the same month that the payment became due On October 13, 2016, you accessed the LSW and processed a payment in the amount of $1,to replace the September 1, mortgage paymentDuring this online transaction, you provided a routing number directing CMS to debit a checking account held with [redacted] which contained a total of ten digitsThe ten digit checking account number ended with Accordingly, CMS applied the $1,to your September 1, mortgage payment of $1,with the remaining $being applied towards your outstanding late charge balance that same day On October 14, 2016, you again accessed CMS’s LSW and processed payment in the amount of $1,which was applied to your October 1, mortgage payment in the amount of $1,599.91, $was applied to the outstanding late charge, and the remaining $was applied towards your principal balanceOur records show that neither of these payments was returned unpaid from your banking institution; however, on October 18, your banking institution notified CMS that you again entered incorrect information within the October 13, online payment transaction Because your banking institution was able to identify your checking account with the information you provided in that transaction, the payment was honored by your banking institution even though you had entered incorrect banking informationOn October 18, 2016, CMS issued you the attached letter notifying you that you provided CMS with incorrect banking information and that it would be necessary for you to contact your banking institution to confirm the information you recently usedPlease be advised that your LSW access was blocked until you contacted CMS as outlined within the attached October 18, letter Most recently, CMS received a payment from you in the amount of $1,These funds were applied to your November 1, mortgage payment with $1,being applied to principal and interest payment and the remaining $being applied to your escrow accountAttached for your review is a copy of your loan payment history as well as a copy of the loan servicing system payment codes and definitions On November 4, 2016, I personally contacted you and outlined the specific details surrounding the payments that were returned by your banking institutionsWe verified the correct routing and checking account numbers and based on that information, CMS has unlocked your online account accessI explained that CMS was still investigating the concerns you raised regarding being told not to make mortgage payments, and I encouraged you to send any supporting information to my attentionLater on November 4, 2016, additional information regarding the email communications with CMS’s Mortgage Lending Division was received from youThe pertinent email communication you provided from the CMS loan officer was dated August 31, Please be advised that a preliminary review of the communication you sent to CMS does not indicate that you were told not to make the September 1, mortgage payment; rather, the communication encourages you to hold off on making the September 1, mortgage payment at that timeCMS would like to point out that as of the date of that communication your September 1, mortgage payment had not yet become due In our November 4, conversation, you stated that you were certain the information you provided while processing the online mortgage payment transactions was accurate before you submitted the paymentsBased upon this statement, I notified you that I was unaware of any systemic issue with the online payment system that would have caused a digit to be removed from a checking account numberSince our telephone conversation, I have further confirmed that CMS’s LSW experienced no such systemic issue with its online payment system It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan informationBased upon the information you have provided in your complaint, we 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 at this time Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error Finally, a review of our records shows that multiple CMS representatives were professional and polite to you while working to assist you with your and to explain the reasons that your online payments were returned from your banking institutionWe have confirmed that the information provided to you in connection with these returned payments was accurateNevertheless, we sincerely apologize if the level of customer service you received from CMS did not meet your expectations Based on the foregoing, we believe the record is clear that incorrect banking information was entered into CMS’s online payment system causing your September 1, mortgage payment to be returned on two separate occasionsIt is also clear that CMS formally notified you of the importance to remit timely payments to CMS as evidenced by your signed Notice Regarding Loan Payment disclosureWhile CMS will continue to investigate whether you were directed not to make mortgage payments or whether you were told that CMS would waive late fees, our investigation is unable to locate evidence of such communication at this timeShould 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 CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of 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] ***

June 16, 2015Via First Class Mail: [redacted] RE: Loan No: [redacted] Borrower: [redacted] Borrower: [redacted] Property Address: [redacted] *** [redacted] ***Dear Mrand Mrs [redacted] :The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com ("Revdex.com") received in our officevia email on May CMS is committed to responsible lending and servicing and wewould 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, on March 19, you called CMS to make a payment whichwas supposed to be post-dated to withdraw from your bank account on March 31, Instead,you state that CMS withdrew the money immediately which caused your bank account tobecome further delinquentFurther, you expressed frustration resulting from multiple phone callsyou have received from CMS.At the outset, CMS would like to take this opportunity to sincerely apologize for anyinconvenience that you have experienced as a result of the inadvertent early withdrawal of$1,from your bank accountCMS would also like to thank you for bringing this matter toits attention and for affording us the opportunity to make the appropriate corrections.On March 19, 2015, you called CMS to discuss the delinquency of your loanDuring the call, theCMS representative advised you that the total amount due to bring your loan current was$2,Referencing your financial hardship, you responded by offering to make a $1,500.00payment, plus a $processing fee, which was to be post-dated for March 31, Youpromised to pay the remaining $1,to CMS at a later dateUnfortunately, the CMSrepresentative inadvertently processed your $1,payment immediately.On March 20, you contacted CMS asking that the $1,payment be returned to youraccountThe CMS representative asked for a copy of your bank statements so that we couldverify the amount withdrawn from your bank account in addition to any insufficient fundscharges that may have been assessed to your bank accountYou indicated that you were notcontesting any non-sufficient funds charge as your bank account was already delinquent;however you did need to have the $1,immediately returned to youOn that same day,CMS promptly reversed the withdrawal of $1,from your bank accountIt is important tonote that a return payment may take up to 7-business days to reach your bank accountIfyour bank account records still indicate that the funds were withdrawn and not returned, pleasepromptly provide the records to us so that we may review and take any other necessary steps.We sincerely apologize for any inconvenience that the timing of the withdrawal caused you andtrust that this communication addresses all of the concerns noted in the complaintIf you haveany further questions, please contact the undersigned at [redacted] , Monday through Friday,8:00AM to 5:00PM, Pacific Time.Sincerely, [redacted] ***Customer AdvocateCC: [redacted] (Revdex.com San Diego)

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 One, you either did not read my complaint or, two you did not understand my complaint My complaint was that I was never informed of my mortgage increasing by $ My complaint was that you did not do your due diligence as a company, when the first mortgage payment was short of the new mortgage payment amount, an attempt was never made to get in touch with me to advise the payment was short If you look at my document portal no correspondence was sent for July or August In my document portal I do see the correspondence that was supposedly sent in June showing the new mortgage amount This correspondence never arrived letting me know the payment was different than what I had been paying You can see from payments that I sent in, they were on time but for the old mortgage payment amount because I never received any correspondence stating otherwise even after the 1st payment was made and shorted because of your mistake or the correspondence stating mortgage payment change being lost in the mail If you look at my document portal you can see that the next correspondence that is listed after the June for July statement was supposedly sent is in September for October This is when I discovered you had raised my mortgage payment and I was trying to discover why because nothing was ever received explaining the difference or new payment amount until September My complaint is that you completely ruined two peoples credit that they had worked for their entire lives because you did not do your due diligence as a company to inform of a payment shortfall My complaint is I still continued to pay what I thought to be correct mortgage amount each month, your company can clearly see these payments were on time but not correct because I never received anything stating otherwise My complaint is that once I received correspondence in September finally showing different mortgage amount and discovering the shortfall I quickly acted to correct the situation and you still ruined two peoples credit that they had worked a lifetime to create The first time I called into customer service in September the customer service rep must not have been clear as to what was going on because she stated I had a credit on the account which is why I tried to put it on the Escrow shortage You still ruined two peoples credit they had worked their entire lives to create because you did not do your due diligence to inform us of a problem You can clearly see from payments made that they were on time but for the old mortgage amount and you can also clearly see once I received correspondence showing what was going on I quickly corrected the situation as to not cause a problem You still ruined two peoples credit they had worked their entire lives to create The only resolution I will accept is the correction of our credit report since payments were never late you just never sent correspondence and as soon as I discovered the problem I corrected as quickly as possible once I finally did receive correspondence from you Now you can either go back and reread my original complaint and see the inaccuracies in your response, read my many emails that I have sent you regarding the issue with no response or listen to the original conversation with the first customer service rep and discover the misrepresentations she made or the answers she gave Once again you have destroyed two peoples credit they had worked their entire lives to create and you have only had my loan since September, this is why I begged [redacted] to keep me because I wanted to stay with a reputable company because I knew something like this would happen if my loan was sold to someone I had never heard of before and it happened, you ruined two peoples credit they had worked their entire lives to create in less that six months because you are lacking in customer service One again your resolution is not accepted, I understand a mortgage payment going up it happens from time to time and it also goes down from time to time, my question was how it could go up by over $when it has never gone up or down by more than $over the last years Regards, [redacted]

Carrington mortgage is a jokeThey held my loan for just a little over a year, and I had to call them twice a month just to make sure they was reciving my paymentThey have no idea what they are doing there customer service was friendly but [redacted] ignorent and completely useless when I was finally able to refinance they wouldn't except my pay off because they kept coming up with BS charges that I owed I tried to pay it just to be done with them but they kept adding more until I decided to argue against themI am still waiting on my escrow reimbursement check fingers crossed I will receive it PLEASE! do your self a favor and run like hell if you're thinking about having any dealings with them

January 29, Original Sent via the Revdex.com Portal and U.SMail: [redacted] RE: Case No.: [redacted] Loan No.: [redacted] Borrower: [redacted] Borrower: [redacted] Property Address: [redacted] *** [redacted] Dear Ms [redacted] and Mr***, The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) and received in our office on January 2, 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 were unable to make your June payment because CMS stated it did not receive your payments due for April and May In June 2015, you submitted a research request to CMS and included bank statements as proof of payment for April and May You state CMS’s Research Department issued a response advising you that it would investigate the issueSince June 2015, you have been holding your monthly mortgage payment in a savings accountAs of January 2, 2016, you state that you have not heard from the Research Department and that you received a notice for foreclosureYou would like your account to reflect that CMS received payments you made in April and May Then, once these corrections are made, you would like to make a lump sum payment to CMS to bring your loan current A review of our records found that this Federal Housing Administration (“FHA”) insured loan originated on or about May 21, for $97,Enclosed is your Note and Deed of Trust both dated May 21, As you are aware, the servicing of your loan transferred from [redacted] to CMS on or about August 1, Enclosed is the August 12, Notice of Servicing Transfer (“Hello Letter”) advising you of the transfer to CMS At the outset, we would like to confirm that we received your payments, each for $779.97, on April 30, and May 22, The reason we did not accept your attempted payment in June was because your loan modification, implemented on or around June 25, 2015, did not bring your loan currentWe would like to apologize for the inconvenience you experienced as a resultIn order to correct this error, CMS has contributed $2,in funds to bring your loan current through the June 1, paymentOnce you are able to make a payment in the amount of $6,495.22, your loan will be brought current through the February 1, paymentAt that time, CMS will remove any late charges, uncollected fees, and negative credit reporting that occurred as a result of the implementation of the loan modification Shortly after the servicing transfer, CMS received the acquisition file from [redacted] and determined that you had accepted a loan modification offer which included a partial claim for $3,Our records indicate that you signed your permanent modification documents prior to the servicing transferIn addition to the partial claim, ***’s calculations included a second deferred amount for $1,The second deferred amount was not included in the partial claim and was not accounted for anywhere else in the modification CMS did not receive the original signed Loan Modification Agreement or subordinate lien documents which CMS would need to record with the countyIn order to honor the modified terms offered to you by ***, CMS generated an updated agreement that matched the key modified termsOn June 25, 2015, CMS implemented your loan modification which should have brought the loan currentInstead the loan showed due for the April 1, payment, not the June 1, payment Our records reflect that CMS issued a Notice of Intent to Foreclose (“NOI”) on June 26, The NOI is a system-generated notice issued automatically when a loan is more than thirty days delinquentThe purpose of the NOI is to notify our borrowers that a failure to cure their delinquency within thirty days may result in acceleration of the amount due under the Note and secured by the Deed of Trust, which can lead to a sale of the propertyYou may disregard this notice because CMS contributed funds to bring your loan current through June 1, On June 30, 2015, you called CMS to make your payment for June 1, However, the CMS representative did not accept the payment because the loan appeared to be delinquentOn or about July 28, 2015, CMS received your correspondence in which you requested a review of your accountOn September 28, 2015, CMS’s Research Department issued the enclosed correspondence advising you that the Home Retention Department would review your account and determine if any corrections would be needed Loan Corrections We are pleased to inform you that CMS has completed its investigation regarding these fundsAs indicated above, CMS discovered that the second deferred amount for $1,was not included in the partial claim or elsewhere in the modification, which is why your loan appeared delinquent and due for April 1, On January 26, 2016, CMS corrected this error and contributed $2,in funds to bring your loan current through the June 1, paymentIn order to bring your loan current through the February 1, payment, you will need to send a payment for $6,to CMS The funds will need to be sent to the following address: Carrington Mortgage Services, LLC Attention: Cashiering [redacted] Please note that CMS will resume the servicing of your loan if funds in the amount of $6,are not received on or before February 29, If your loan is still in default beginning March 1, 2016, CMS may begin default proceedings Notice of Payment Change As you may be aware, on July 7, CMS completed the enclosed escrow analysis with an effective date of September 1, The escrow analysis projected disbursements for your annual county tax for $2,226.02, annual hazard insurance for $1,611.00, and annual FHA insurance premium for $Your base monthly escrow payment increased from $to $because the annual hazard insurance premium increased from $1,to $1,A breakdown of your monthly mortgage payment following the July 7, escrow analysis is as follows: Principal & interest ..$ Base monthly escrow collection ..,,,$ Total monthly payment $ If CMS receives your payoff funds on or before February 29, 2016, your next payment will be due for March 1, Your payment amount for March 1, is subject to change if another escrow analysis is completedCMS will notify you in writing of any pending escrow payment change We trust that this communication addresses all of your concerns noted in the complaintCarrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may haveWe can be reached at [redacted] Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate Enclosures: Note and Deed of Trust both dated May 21, Notice of Servicing Transfer (“Hello Letter”) dated August 12, Correspondence dated September 28, Escrow Analysis dated July 7,

September 23, 2015 [redacted] [redacted] ** [redacted] RE: Complaint ID: [redacted] Loan No.: [redacted] Property Address: [redacted] ***, [redacted] ** [redacted] Dear Mr. and Mrs. [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the RevDex.com received in our office via email on September 18, 2015. 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. We regret that you were dissatisfied with our response to your complaint. CMS is committed to the highest standards of customer satisfaction and professionalism. For this reason, we take all legitimate complaints regarding the conduct of our business very seriously. Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately. Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response and address any outstanding concerns in this matter. In response to the first item on your rebuttal, CMS acknowledges that you contacted CMS prior to the loan service transfer to inform us of the non-payment of your May 2015 tax bill. As mentioned in our previous correspondence dated August 7, 2015, due to an inadvertent clerical error CMS scheduled the next tax advance payment for January 2015. At the time, CMS’s understanding was that this aforementioned tax bill had already been paid by the prior servicer. Regrettably, CMS was unable to correct and make the payment to the tax agency before your loan was service transferred to [redacted] on July 10, 2015. However, we were able to confirm with the new servicer that on August 7, 2015, a payment in the amount of $2,318.63 was sent to the [redacted] County Treasurer for your May 2015 tax bill. It is important to note that you were not charged any penalties for this late payment. Upon further review, we could not find any evidence to support your claim that CMS would not accept any payments from you unless you signed a loan modification. The records show that on June 2, 2015, you called CMS and during this call, you discussed the delinquency of your loan with the CMS Collections Department. At the time your loan was due for the January 1, 2015 payment, and you indicated that you could only make one payment due to loss of income because your husband was on strike. The CMS representative suggested mortgage assistance and informed you about the programs available and also sent you a Request for Mortgage Assistance Package (“RMA”) on that same day. Thus, while it is true that we would not permit you to make only one of the payments due at that time without making arrangements as to the remaining payments, we did not require that a loan modification be entered into as a condition of your making the appropriate payment arrangements. Additionally, we could not find any evidence to support your claim that a CMS representative knocked on your door. Per the established loan service policy and procedure, CMS is required to complete property inspections on loans that are thirty (30) days or more past due; therefore, CMS did complete property inspections on May 15, 2015, June 12, 2015 and July 11, 2015. Our records indicate that these were “drive-by” inspections and no contact was made with you by the assigned inspector. We acknowledge that CMS missed opportunities to address your inquiry and concerns about the non-payment of your property taxes in a more expeditious manner and regret that we did not have the opportunity to provide you with a more timely resolution. Please let us take this opportunity to once again sincerely apologize for the inconvenience you may have experience in this matter. We trust that this communication addresses all of the concerns noted in the complaint. Should you have any further questions or concerns regarding the tax payment in question, we encourage you to contact [redacted] , Customer Service Department at [redacted] , Monday through Friday, 6:30 AM to 6:00 PM, Pacific Standard Time. Sincerely, [redacted] CC: RevDex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] . Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You 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 bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations. -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This 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 Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580. -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] . -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted] ***. New York: New York City Department of Consumer Affairs License Number 1264739 This Collection agency is licensed by the City of Buffalo license numbers: 555177 & 555176 City of Yonkers Debt Collection Agency License Number: 9717 For New York residents: You may file complaints about CMS with the New York State Department of Financial Services. You may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at [redacted] . Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services.

August 3, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 8, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that your loan was recently sold from [redacted] (“***”) to CMSYou go on to say that you have requested a payoff statement and that CMS has failed to provide you with oneAlso, you state that you asked CMS to advise on your loan assumption eligibility and were told it would take thirty (30) days to receive a responseCorrespondingly, you want CMS to provide you with a payoff statement and a response on your loan assumption eligibility as soon as possible At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, At the time of the service transfer your loan was contractually current and due for the April 1, payment On July 8, 2015, our records indicate that you called CMS to request a payoff statement and to inquire if your loan was eligible for assumptionDuring this phone conversation, the CMS representative advised you that a payoff statement would be generated in twenty-four (24) to forty-eight (48) hours and emailed to you per your requestAdditionally, the representative also advised you that our Customer Service Research Department (“CSRD”) would provide you with a written response advising you if your loan was eligible for an assumptionThe representative did advise you that CSRD would respond as quickly as possible and that you could expect a written response no later than thirty (30) days from the date of your callYou expressed concern with the representative’s explanation and asked to speak with a CMS supervisorThe representative proceeded to transfer your call to a supervisor During your conversation with the CMS supervisor you advised that thirty (30) days to respond on your loan assumption eligibility was unacceptableThe supervisor proceeded to confirm that CSRD would not necessarily take thirty (30) days to respond, but that you should allow for up to thirty (30) days to receive a written responseLastly, the supervisor also confirmed that she would request that your payoff statement and confirmation on your loan assumption eligibility be rushed That said, please note that CMS generated a payoff statement on July 8, and that it was sent to you via email per your requestContrary to your allegation, CMS did provide you with a payoff statement on the same date you requested itFor your reference, attached hereto as Exhibit “A” please find a copy of the Payoff Statement with a good through date of August 1, Moreover, on July 9, 2015, one (1) business day after your request for confirmation on your loan assumption eligibility, CMS sent you the FHA Assumption Package with Release of Liability letterPlease note that this letter clearly states that CMS will not process your request for an assumption if any of the information requested is not received and if the fees are not paidFor your reference, attached hereto as Exhibit “B” please find a copy of the FHA Assumption Package with Release of Liability letter As a result of our investigation we found no evidence of wrongdoing on CMS’s behalfContrary to your allegations, the CMS representative and supervisor were willing to assist you and rush your request for a payoff statement and confirmation on your loan assumption eligibilityAdditionally, please note that CMS responded to both of your requests timely and within one (1) business day from the date of your request In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] 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 reject your response regarding your representativeIn my opinion, he was rudeCheck the recording As for the information you sent, it was ambiguous to say the leastThe "mailing address" shown was in ArizonaBy the time I learned the "correct" mailing address it was too late to change the EFT (day lead time) I have been making Mortgage payments since (houses) so I know about payments, due dates, transfers, etc, without having made a payment beyond the due dateSince you now own the "paper" on my house, I hope this relationship will improveA suggestion: Allow direct payment via EFT from [redacted]

October 13, 2015 [redacted] ** [redacted] RE: Complaint ID No.: [redacted] Loan No.: ... [redacted] Property Address: [redacted] Dear Mr. [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the RevDex.com (“BBB”) received in our office via email on September 17, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry. As we understand your complaint, you allege that CMS did not provide you with an accurate payoff statement. You also claim that when you called CMS to discuss your concerns with the figures outlined on the payoff statement dated September 14, 2015, CMS was not helpful and informed you that you would need to send your inquiry in writing to CMS. At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“***”) to CMS on or about April 2, 2015. At the time of the service transfer your loan was showing contractually current and due for the May 1, 2015 payment. Please note that, while CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition. This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information. Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date. Upon review, our records show that on August 27, 2015, CMS sent you a payoff statement that indicated your payoff amount was $136,088.99, and this figure was good through October 1, 2015. A copy of this payoff statement is attached for your ease of reference. At the time, your loan was due for the September 1, 2015 payment. Below is a breakdown for this payoff amount for your ease of reference. Principal: $134,982.25 Interest: $ 1,096.74 Recording Cost: $ 10.00 PMI/MI Premium: $ 207.90 Escrow Credit: $ -207.90 Total: $136,088.99 The payoff statement also includes an explanation regarding the interest due and payable on FHA loans. The disclosure is outlined on page two of the statement under “Important Notice for FHA Loans”, where the following information is provided: This is to advise you of the procedure which will be followed to accomplish a full prepayment of your mortgage. Carrington Mortgage Services, LLC will accept the prepayment (without penalty) whenever tendered with interest paid to the first day of the month following the date prepayment is received. Prepayments received after the installment due date (the first day of the month) must include interest to the next installment due date. For example, if the next installment due date is December 1; prepayments received after the installment due date (the first day of the month) must include interest to the next installment due date. For example, if the next installment due date is December 1; prepayments received on or after November 2 will need to include interest to December 1. Please note that unlike principal (which is paid in the current month’s mortgage payment), interest earned by the mortgagee the previous month must be paid in the next month’s mortgage payment since the interest must be earned by the mortgagee before it is owed by the mortgagor; and the interest being charged to the next installment due date with regard to repayments is, in fact, interest that was earned the previous month and has yet to be paid by the mortgagor. On September 15, 2015, CMS received a call from a third party, [redacted] requesting a payoff statement. The CMS representative informed Ms. [redacted] the request would need to be sent to CMS payoff department along with third party authorization, and the fax number was provided to her to send the request. On September 16, 2015, CMS sent your authorized third party, [redacted] a copy of the payoff statement dated August 27, 2015 via fax to [redacted] . Subsequently, on September 17, 2015, CMS sent Ms. [redacted] an updated payoff statement. A copy of this payoff statement is attached for your ease of reference. This payoff statement indicated the payoff amount on your loan was $135,288.50, and this figure was good through October 1, 2015. At the time, your loan was due for the October 1, 2015 payment. Below is a breakdown for this payoff amount for your ease of reference. Principal: $134,731.15 Interest: $ 547.35 Recording Cost: $ 10.00 PMI/MI Premium: $ 207.90 Escrow Credit: $ -207.90 Total: $135,288.50 That same day, an unauthorized third party from [redacted] Bank called CMS and the call was escalated to Supervisor [redacted] , who informed this unauthorized third party CMS could not discuss the loan without your authorization. After this call was terminated, Ms. [redacted] called you and during this call you expressed your concerns with the payoff statement figures. You explained that the payoff figures CMS had provided your new lender did not include the recent payment you had made on the loan and that you also wanted the escrow balance included in the payoff calculations. Upon review, Ms. [redacted] determined that the payoff statement figures you were referring to were in the payoff statement dated August 27, 2015 and that you had made a payment on August 31, 2015. Ms. [redacted] also informed you that she needed your written request to have the escrow balance included in the payoff amount. Subsequently, you sent this request to Ms. [redacted] via fax, and Ms. [redacted] expedited your request for an updated payoff statement which was sent to you that same day via email to [redacted] . This payoff statement indicated your payoff amount was $133,692.73, and this figure was good through October 1, 2015. A copy of this payoff statement is attached for your ease of reference. At the time, your loan was due for the October 1, 2015 payment. This payoff statement also included the credit from the escrow account in the amount of $1,803.67. Below is a breakdown for this payoff amount for your ease of reference. Principal: $134,731.15 Interest: $ 547.35 Recording Cost: $ 10.00 PMI/MI Premium: $ 207.90 Escrow Credit: $ -1803.37 Total: $133,692.73 On September 25, 2015, CMS received a payoff in the amount of $133,682.73 and these funds were applied to your loan on that same day. As of the date of this letter your loan is paid in full. Based on the foregoing, we conclude that the payoff statements provided to you on August 27, 2015 and September 17, 2015 were accurate and in accordance with the established loan servicing policy and procedure for this FHA insured loan. Moreover, CMS responded to the payoff requests receive by you and your authorized third party promptly upon receipt. In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. You may contact CMS regarding the administration of this loan and may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. In addition, you can also send written correspondence including inquiries and complaints about his mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax his correspondence to [redacted] . We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time. Sincerely, [redacted] Customer Advocate CC: RevDex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] . Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted] . -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney. -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations. -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This 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 Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580. -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] . -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted] ***.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below What is stated in their response is false The attorney handling the bankruptcy asked if I wanted to reaffirm the mortgage and I said yes The reaffirmation occurred with my Ex-husband as he was listed first on the mortgage The reaffirmation was for both of us This is an errorI had contacted several insurance companies and the one I have currently was the lowest premium I could find [redacted] told me they would not insure the property due to non-payment of premium and the fact there was a loss that occurred on the property [redacted] emailed me on 8-17-to request a copy of my insurance coverage through [redacted] , in which I compliedOn 8-19-she emailed and request that I send again as the file was corrupt, in which I compliedOn 9-6-16, I emailed [redacted] again and said I have not received a response On 9-7- [redacted] responded and gave me the number for [redacted] with a claim number I called [redacted] times with no answer, this is when the adjuster came to the house without notice I then called the number for the adjuster on the business card that was stuffed in my door as I still had not heard back from *** The adjuster set up a time to come out on 9-and told me to wait 7-days for a response from [redacted] I waited the to days and left more messages for [redacted] I then emailed [redacted] back on 9-30-and said I have not been contactedI did not receive a reply back from [redacted] and emailed again on 10-5- [redacted] emailed back and said that she would contact [redacted] and get in touch with me I sent another email on 10-10-to [redacted] with no responseIt is now 10-12-with no response from anyone.What was said in Carrington's response in regards to obtaining insurance is as well Every time I called Carrington I asked about new insurance and was told to wait and I would be assisted I received a letter from Carrington stating there was no insurance on the house and would subject to their provider I immediately called when I received the letter and was told not to worry about it because this whole thing was under investigation I did not feel comfortable with no insurance so that is when I obtained my ownIf Carrington's clerical error never occurred as stated in their response to my complaint, I would still have my old company with a much lower premium They would have sent an adjuster out, give me and estimate, and then issue a check so I could get the repairs needed Now I received a letter in the mail from Carrington with a bunch of hoops they want me to jump through and provide information to them that was never provided to me such as an estimate of damages and photos from the adjuster This was all done through their contractors and have been told I can't have that information It also states that if a claim check is issued I will have to have my ex-husband endorse the check The check will not be for the full amount of the damages and the rest will be put in an escrow account that I will not have access to I don't understand how a clerical error on their part is putting everything back on meMy next recourse in this is going to be to take this to my attorney and I will be suing for damages, reimbursement of premium fees, and pain and suffering He already told me that if this isn't handled in a timely manner that he would take the case It is going on months now since the home flooded due to the washer There are several items in their response to my complaint that are and were never made aware to me Regards, [redacted] ***

My house was foreclosed on illegally I am in desperate need of helpMy mortgage was sold to Carrington Mortgage they raised my payment I was not aware of that until I got a foreclosure noticeI called to ask them why, because my payments had been madeI then found out that my payments were not being applied to my loanThey told me I needed to pay $and some extra for escrowI sent them an extra check for $they also did not apply this to my loan we sent regular monthly payments of the new amount at % interestThey did not apply any of these to my loan they held them and then started sending them backI never got a foreclosure date I am told that legally they have to provide that at least days priorI did get a letter that said in 60-days they were going to foreclose dated 11-11-I received on 11-28-They foreclosed on the house on Dec 28th that was only days from the date I received and from the date it was sent and it said 60-days I

THE WORST COMPANY EVER!!!!! Revdex.com they are NOT an A+ company! They have put their customers over a barrel when it comes to making paymentsThey charge $to make an online payment! You HAVE to do automatic payments, oh & to make a payment over the phone $20! RIDICULOUS! I want to pay an escrow shortage & they don't include a payment voucher, because they don't really want you to pay itI have to mail in a check (because I refuse to pay the $phone fee & if I wanted to pay the $fee to pay online I couldn't) & then wait until I see the funds have come out of my account, THEN I have to call them back & have another escrow analysis ran! You would think that when someone pays the shortage they would automatically rerun the escrow analysisHappy customers is not their goal! Chase had our loan before & I miss them terribly! (I am only giving them star because I have to to submit my reviewI give them NO stars!)

[redacted] *** RE: Loan No.: [redacted] Case No.: [redacted] Primary Borrower: [redacted] ***Property Address: [redacted] *** Dear Ms. ***:The Customer Advocate Department... of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the RevDex.com ("BBB") regarding the abovereferenced loan and received in our office via email on April 7, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in your inquiry. As we understand the complaint, you allege that you called CMS's customer service departmenton April 6, 2015 and you were advised by [redacted] that she was unable to tell you anything aboutyour loan other than the loan number. You also state that you were assured by [redacted] that the transition to CMS would be transparent and that you would be able to call CMS and getinformation about your loan. At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on April 2, 2015. Although the transfer occurred on April 2nd, the data transfer did nottake place until April 8, 2015. Please note that while CMS began servicing the loan on April 2,2015, the Real Estate Settlement Procedures Act ("RESPA") at 12 USC 2605(d) prevents CMSfrom treating any payment as late for any purposes until the expiration of sixty days after theeffective date of the servicing acquisition. This sixty day period is specifically intended to allowthe acquiring servicer the necessary time to receive the acquisition file from the prior servicerand to ensure the records of the acquiring servicer reflect the correct loan information. Includedin that process are the reviews and complete post-transfer diligence and escrow analysis that aredue within sixty days of the acquired date. On April 6, 2015, CMS sent you a Notice of Service Transfer Letter which provided you withthe CMS loan number, payment option information as well as the CMS toll free telephonenumber. On April 9, 2015, CMS sent you a Notice of Sale of Ownership of Mortgage Loanadvising you that CMS is the new creditor on your loan as well. At the time of the servicetransfer, your loan was contractually current and next due for the May 1, 2015 payment.On April 8, 2015, you called in to request that a new escrow analysis be performed on your loanas you were concerned that you did not see your escrow balance on the CMS website. As statedabove and per RESPA guidelines, a new escrow analysis will be performed within sixty days ofthe acquired date. Therefore, as a result of my investigation, it is my belief that CMS attempted to provide you withthe best customer service and assist you each and every time you called our office. Lastly, pleaseremember that CMS remains committed to the highest standards of customer satisfaction andwill 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 complaint. If youhave any further questions, please contact the undersigned at [redacted] , Monday throughFriday, from 8:00AM to 5:00PM, Pacific Time. [redacted] Customer AdvocateCC: RevDex.com

October 13, Original Sent via the U.SMail [redacted] [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [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”) received in our office on September 17, 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 raised in your inquiry As a preliminary matter, our records indicate that on November 22, 2011, the borrower, [redacted] ***, filed a Chapter Voluntary Petition in the U.SBankruptcy Court Northern District of Ohio (Cleveland), case number [redacted] The Chapter Bankruptcy Plan was confirmed on March 8, On July 19, 2017, the courts granted your request to discharge all secured and unsecured debts listed on your original petition Accordingly, our office ceased any and all attempts to collect a debt in order to comply with any relevant automatic stay and/or discharge order associated with your bankruptcy caseThe purpose of this policy is to protect CMS’s customers and to prevent any implication or misinterpretation that CMS may be attempting to collect a debt improperlyConsequently, it is important that you understand that this correspondence is not an attempt to collect a debt, but merely an informational response to your complaint filed with the Revdex.com As we understand your complaint, you allege that your monthly mortgage payment due for July 1, was made to the Chapter Trustee overseeing your above referenced bankruptcy case and that the Chapter Trustee submitted the monthly mortgage payment due for July 1, to CMSYou further state that CMS appears to have misapplied the payment from the Chapter Trustee, and therefore your account appears to be delinquent when it should be current Additionally, you state that you are dissatisfied with the experience that you had with a CMS Customer Service representativeYour desired resolution is for CMS to launch an investigation into the payment application stemming from your recently discharged bankruptcy case and correct any errors In reviewing your account, we confirmed that there was a misapplication of funds that occurred when the CMS Bankruptcy Department completed a remediation on your account on January 9, During this remediation, payments that had been made during your Chapter bankruptcy case were reversed and then reapplied to your accountWhen the reapplication of the payments occurred, CMS inadvertently applied more funds than originally required to your escrow, which resulted in your monthly mortgage payments appearing to be one payment delinquent and your escrow account appearing to have a surplus of $1,183.85, along with an unapplied funds balance of $The error was not identified at the time; thus, your account remained in this status until your Chapter bankruptcy case was closed After you received your bankruptcy discharge on July 19, 2017, CMS ran an escrow analysis on your accountThe analysis was run on July 21, 2017, and CMS sent you an Annual Escrow Account Disclosure Statement (“***”) following the completion of the analysisFor your reference and review, attached hereto as Exhibit “A” please find a copy of the July 21, *** The purpose of the July 21, [redacted] was to advise you of your projected escrow activity for your escrow cycle beginning October 1, and ending September 30, More specifically, the [redacted] projected that your yearly county taxes would be $5,054.98, your yearly [redacted] ) insurance premium would be $114.24, and that your yearly hazard insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning October 1, and ending September 30, were calculated to be $6,593.22, which if spread over a twelve (12) month period is equal to approximately $every month Please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain your responsibility, lenders are permitted to collect an escrow cushion in case payments due for such items exceed available funds Specifically, the Real Estate Settlement Procedures Act (“***”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amountAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of ***, escrow accounts, or your rights as consumers, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at www.hud.gov Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning October 1, and ending September 30, Correspondingly, the total escrow cushion that CMS may collect is $1,079.82, which represents approximately two (2) months of escrow payments Based on the calculations from the July 21, ***, which included the aforementioned escrow surplus amount, your low point escrow balance of $2,exceeded the amount required for your escrow cushion $1,079.82, as a result there was $1,escrow surplus in your accountSince that amount of the escrow surplus was above the federal refund threshold, the $1,was refunded to you erroneously on or about July 22, Thereafter, on August 30, 2017, CMS reanalyzed your escrow account and sent you an updated ***For your reference and review, attached hereto as Exhibit “B” please find a copy of the August 30, ***The purpose of the August 30, [redacted] was to advise you of your projected escrow activity for your escrow cycle beginning October 1, and ending September 30, More specifically, the [redacted] projected that your yearly county taxes would be $5,054.98, your yearly [redacted] premium would be $114.24, and that your yearly hazard insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning October 1, and ending September 30, were calculated to be $6,593.22, which if spread over a twelve (12) month period is equal to approximately $every month Based on the calculations from the August 30, ***, your low point escrow balance was negative $As a result, in order to reach the required escrow balance of $1,079.82, the allowed 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $1,Please note that your escrow shortage was spread over a twelve (12) month period starting with your October 1, mortgage paymentStarting with October 1, 2017, your monthly mortgage payment would increase to $1,673.73, which was comprised of $1,to be applied to principal and interest, $to be applied to your escrow account, and $to be applied to your escrow shortage Upon receiving your complaint on September 17, 2017, an audit was conducted on your account and the above referenced error from January of was discoveredAs noted above, the error not only made your account appear to be one payment delinquent, but also resulted in an inadvertent refunding of an escrow surplusIn order to remedy the error, and as an expression of our commitment to the highest standards of customer satisfaction, CMS has advanced $1,of its own funds to bring your account currentPlease note that you are not responsible for reimbursing the $1,to CMS On October 11, 2017, CMS reversed all payments dating back to the January remediation and credited your account with the additional amount of $1,(the amount CMS agreed to advance)CMS then proceeded to reapply all of the payments received since the January remediation (along with the aforementioned $1,credit) to your accountAs a result of this payment reapplication, your account is now contractually current and next due for the November 1, mortgage paymentWe would like to take this opportunity to confirm that no late fees were assessed to your account in association with the payment application errorFor your review and reference is a copy of your loan payment history along with mortgage code definitions as Exhibit “C” In regards to a review of the credit reporting history it was determined that CMS did not make any derogatory credit reports on your credit history as you received a discharge in the aforementioned bankruptcy caseIn regards to the co-borrower, [redacted] -***, CMS did report the co-borrower as being delinquent for the month of August to the credit reporting agenciesIn order to remedy this error in reporting, an Automated Universal Data (“AUD”) form was submitted to correct the derogatory report for the month of August on the co-borrower’s credit history A copy of the AUD is attached as Exhibit “D” for your reference On October 13, 2017, I personally called and spoke with the co-borrower to inform her of the findings contained in this responseAdditionally, I discussed with her the escrow account and the escrow refund (which she confirmed she had received), and requested her input on how she would like to remedy the escrow shortage on the account due to the above referenced erroneous escrow refundDuring this call, the co-borrower requested that we spread the escrow shortage over twenty-four (24) months in order to lower the monthly mortgage payment on the accountI informed her that CMS would reanalyze the escrow account per her request and spread any escrow shortage over twenty-four (24) monthsAs such, CMS ran a new escrow analysis dated October 13, As a result of that new analysis, your monthly mortgage payment starting with the payment due for December 1, will be $1, A copy of the October 13, escrow analysis is attached as Exhibit “E” for your reference CMS would like to take this opportunity to sincerely apologize for the payment application error, and further apologize that your attempt to resolve the matter with our Customer Service Department failed to meet our customary high standards of customer satisfactionThat said, upon identifying the root cause of the payment application issue, CMS has taken any and all necessary steps to remedy the payment application error and reverse any negative derogatory credit reporting errors at no cost to youRest assured that CMS strives to accommodate all reasonable customer expectations and resolve all customer inquiries as timely as possible and that your dissatisfaction with the handling of your concern has been escalated to the management team of that particular business unit If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486- Please note that pursuant to Consumer Financial Protection Bureau guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty (60) 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 your complaintIf you have any further questions, please contact the undersigned at [redacted] or via his direct line at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com Important Disclosures -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-between 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (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, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.OBox 5001, Westfield, IN Please include your loan number on all pages of the correspondence You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/ Tell us why here

I began with Carrington trying to purchase a specific house on Oct Since that date I and my wife had been continuously told things to do such as paperwork and things we were obligated to do by the associates we were speaking withOnly to hear later the information was either incorrectFirst began with my gift lender whom was my cousin which I was told by Carrington could gift me the moneyThen that was not possible I needed another gifterI got another gifter such as they said was OKI didThen their specific inspector on the house they choose kept dragging out simple inspections to continue to charge us for those inspections along with the seller also paying the last inspectionThat was all clear fast forward to the current time I've dealt with very unprofessional neglecence on a companies partHaving every thing they asked only to be told his earlier today the information they as a manager and underwriter requested was not suitable and loan was debitedClosing was suppos

November 18, [redacted] RE: Loan No.: [redacted] Case No.: [redacted] Dear Mr [redacted] : The [redacted] 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 November 10, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you stated that you faxed paperwork to the CMS Customer Service Research Department from your prior servicer [redacted] (“***”) which stated your payment would be $1,beginning November 1, Your complaint also alleged that the Representatives from [redacted] stated they were allowing you to pay only the principal and interest portion of your payment for the first six (6) months, and then resume payments which included the escrow portion of your payment In reviewing your complaint received by the CMS Customer Research Department, you alleged that your property taxes and insurance were excluded until November 1, However, the documents supplied by you do not provide sufficient evidence which support your claimOur review of the documents received confirm you provided copies of the Notice of Service Transfer from [redacted] to CMS, [redacted] Annual Escrow Account Disclosure Statement (“AEADS”) and a copy of your bank statement from [redacted] *** We have reviewed the Loan Modification Agreement signed on April 17, and it clearly shows you were to continue submitting the principal, interest and escrow payment which totaled $1,beginning with the May 1, paymentSection Three of the agreement clearly states that you agree to make the monthly payments of principal and interest in the amount of $1,307.02, plus a monthly escrow payment of $beginning on May 1, until the new maturity date of April 1, Moreover, Section Five of the Loan Modification Agreement states the following: “The borrower agrees to the continuation of the escrow account for the purpose of paying property taxes and insurance in addition to the principal and interest paymentsThe monthly property tax payment will be $and the monthly hazard insurance payment will be $for the total escrow payment of $starting May 1, until the principal and interest are paid in fullThese full amounts are subject to change from time to time to time as required.” Based on the Loan Modification Agreement you signed on April 17, 2015, you agreed to the continuation of the escrow account for the purpose of paying property taxes and insurance in addition to the monthly principal and interest paymentsIt is important to note in our review of the modification agreement and your loan, we found no evidence in which [redacted] agreed to principal and interest only payments for the first six months The notification that was generated by [redacted] on July 15, 2015, is the AEADS which provided you the current change in the escrow account based on the changes in the tax and insurance portion of your monthly mortgage paymentThe notification stated that as of November 1, 2015, the principal and interest portion of your payment would be $1,and the new escrow portion of your payment would be $328.38, for a total monthly payment of $1,The statement generated by [redacted] does not indicate that your payment was only principal and interestHowever, the notification does note the adjustment in the escrow payment as it was being serviced by *** Based on the foregoing, we believe the record is clear that our review has determined that you agreed to the continuation of the escrow account when remitting your monthly payment after your loan was modified with ***In reviewing the documentation provided by you, we found no evidence in which the escrow portion of your payment was waived for a period of six months, nor did we find evidence in which [redacted] indicated your monthly payment was only principal and interest and did not contain an escrow paymentIn fact, our review of the documents provided by you indicates the escrow portion of your payment was to continue after the completed modification of your loan, beginning with the May 1, payment We trust this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:AM to 5:PM, Pacific Time Sincerely, [redacted] CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or 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] ***

October 17, 2016 Original response sent via regular mail [redacted] RE: Loan... No.: [redacted] File No.: [redacted] Borrower: [redacted] Co-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 (“BBB”) received in our office via email on September 22, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry. As we understand your complaint, you state that you refinanced your loan with CMS in February of 2016 and that you postponed processing your February 1, 2016 mortgage payment per the instruction of the CMS loan officer. You go on to say that your loan should have funded on February 29, 2016; however, you indicate that your prior loan was not paid in full until March 1, 2016 which resulted in a thirty (30) day account delinquency on your credit report. Further, you allege that you submitted a credit inquiry to CMS and that our office has failed to address your concerns or issue a response pursuant to applicable law. As a result, your desired resolution is for CMS to remove the thirty (30) day account delinquency reported on your credit report, to update your account status and payment history with the credit reporting agencies, and for CMS to provide you with $1,000 compensation. As a preliminary matter, on February 3, 2016, CMS received your signed Acknowledgment of Intent to Proceed with the refinance application along with the disclosures. The following day, on February 4, 2016, CMS submitted your refinance application to our Loan Processing Department for review. Then, on February 9, 2016, our Loan Processing Department submitted your complete refinance application to our Underwriting Department for a final review. On February 11, 2016, our Underwriting Department approved your refinance application and your loan was clear to close on February 18, 2016. Finally, CMS is happy to confirm that your loan closed on February 23, 2016 – less than thirty (30) days from the date that we received your signed Acknowledgment of Intent to Proceed with the refinance application. It is important to understand that you had the right to cancel the transaction, without cost, within three (3) business days from the date that you signed your closing documents or received the Notice of Right to Cancel. Our records indicate that you signed your closing documents and received the Notice of Right to Cancel on February 23, 2016. Consequently, if you wanted to cancel the transaction, your notice of cancellation was required to be received in our office by no later than midnight of February 26, 2016. As you already know, you did not elect to cancel your transaction and CMS was able to significantly reduce your loan interest rate from your prior loan rate of 5.00% to your current loan rate of 3.75% and your monthly principal and interest payment also decreased by $142.81, from $1,117.45 to $974.64. Because we are required by law to honor your right to cancel the transaction, please understand that the earliest possible business day that CMS could fund your loan was February 29, 2016. Accordingly, our records indicate that your loan did fund on February 29, 2016. The very next day, on March 1, 2016, CMS recorded your Deed of Trust in the County of Los Angeles. That same day, upon receiving confirmation that the Deed of Trust had been recorded, CMS paid your loan in full. We are unable to find any evidence to support your allegation that the CMS loan officer instructed you to not make your February 1, 2016 mortgage payment. As a reminder, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. Furthermore, please understand that pursuant to your mortgage loan documents, it is your sole responsibility to make your mortgage payments timely regardless of the status of a refinance or a separate loan application. Consequently, that is the reason why CMS reported the thirty (30) day account delinquency on your February 1, 2016 mortgage payment. In addition to the clear terms of your mortgage loan documents, please note that on February 3, 2016, CMS also provided you with a Notice Regarding Loan Payment (“NRLP”). The purpose of the NRLP was to advise you of the importance of making your monthly mortgage payments on-time. Specifically, the NRLP clearly advised you that regardless of the status of your refinance application, your current mortgage payment must be made timely to prevent any late fees or derogatory credit reporting. The NRLP properly advised you that any payment that is thirty (30) days past due will be reported the credit reporting agencies as delinquent and strongly encouraged you not to skip your current month’s payment. For your reference and review, attached hereto as Exhibit “A” please find a copy of the NRLP that you acknowledged and signed on February 3, 2016. As you are already aware, notwithstanding the above, and solely as an expression of our commitment to the highest standards of customer satisfaction and not as an admission of fault, wrongdoing, or the validity of your allegations, CMS had already suppressed the reporting of the thirty (30) day account delinquency with all major credit reporting agencies (TransUnion, Experian, and Equifax). CMS took this step long before receiving your complaint to the BBB. For your reference and review, attached hereto as Exhibit “B” please find a copy of the Automated Universal Data (“AUD”) form that we submitted to the credit reporting agencies on April 21, 2016. Based on the foregoing investigation and review of your account, our records are clear that CMS has addressed all of your concerns and submitted a request to update your credit report to remove the derogatory information previously reported by CMS. Furthermore, our records are also clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, and has properly serviced your loan pursuant to the terms of your mortgage loan agreement. As it pertains to your refinance application and the closing of your new loan, we believe the record is clear that CMS was professional and as timely as possible with the entire loan application review and approval process. As a result, contrary to your allegations, we are unable to find any evidence of wrongdoing on CMS’s behalf and submit that your refinance application was reviewed properly and pursuant to applicable law and program guidelines. Nevertheless, solely as an additional expression of our commitment to the highest standards of customer satisfaction and not as an admission of fault, wrongdoing, or the validity of your allegations, we are prepared to discuss your request for compensation. In order for us to fully evaluate your request, please forward any evidence you may have to support your claim that you were denied credit due to credit reporting by CMS. For example, please forward any statements of credit denial or communications you may have received referencing the CMS reporting at issue as the basis for refusing to extend credit. Once we have evaluated that information, we will work with you to reach a reasonable and fair resolution. To expedite receipt of the information, please send it via facsimile to my attention at [redacted] . In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You 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] . [This space intentionally left blank] We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time. Sincerely, [redacted] Customer Advocate CC: RevDex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] . Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You 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 bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations. -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This 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 Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580. -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] . -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted] ***.

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Complaint# [redacted] I received my reponse from Carrington Mortgage Services today, it is still incorrect. The interest charged amount charged at my payoff in July was for June and July, but I paid interest on June 10th $563.60. Therefore I did not owe again June and July interest on July 8th, 15 payoff. I will fax a payment history copy to your fax # [redacted] . Thank you [redacted] . Regards, [redacted]

March 31, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] , [redacted] RE: MLD Loan No.: [redacted] Complaint No.: [redacted] Customer: [redacted] Property Address: [redacted] ***, [redacted] , [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 March 7, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you state that you spoke with a CMS Loan Officer on November 11, in regard to a refinance opportunityYou go on to say that during the loan application review process, the same CMS Loan Officer advised you that the estimated closing date for the refinance was December 24, As you indicate in your complaint, you received a refinance application denial letter advising you that CMS was unable to approve your application due to a delinquency in your mortgage payment historyAs a result, you believe that CMS’s mortgage lending practices are illegal, fraudulent, and unprofessional with the objective of exploiting its customers and to gain financially from collecting a higher interest rateConsequently, your desired resolution is for CMS to waive all of the late fees assessed to your account and to remove any delinquencies that may have been reported to the credit reporting agencies As a preliminary matter, please understand that it is common practice for a lender to request letters of explanation and additional documentation from an applicant during the refinance application review processMore specifically, CMS will request letters of explanation and additional documentation to ensure that the loan being solicited falls within program guidelines and is compliant with applicable laws and regulationsIn other words, CMS’s intent in requesting additional documentation from you is solely out of an abundance of caution with the objective of protecting your rights as a consumer and to reassure that CMS is offering you the best available loan program That said, our records indicate that the CMS Loan Officer emailed you on December 15, The purpose of the December 15, email was to advise you that CMS had conditionally approved your refinance applicationIn other words, the email was meant to inform you that CMS had approved your refinance subject to additional conditions that you had to provide or meet to the satisfaction of CMS’s Underwriting DepartmentSome of the conditions enumerated in the email included: 1) To provide a copy of the loan modification of your current loan or a signed letter of explanation confirming if the modification was not completed or approved; 2) A termite inspection report dated within ninety (90) days of closing; 3) A letter of explanation that identified the purpose of the refinance and the reason why you wanted the co-borrower removed from the loan; and 4) Confirmation that the required repairs were satisfactorily completed Thereafter, on December 28, 2015, our records also indicate that the CMS Loan Officer sent you another copy of the December 15, email pursuant to your requestIn particular, please note that the CMS Loan Officer specifically advised you that until the refinance was completed, you were still responsible for making your mortgage payments on your current loan pursuant to your loan documents While we acknowledge that you were instructed on December 28, to make the December 1, mortgage payment, we are unable to find any evidence that you were instructed by the Loan Officer to delay making that payment until after the end of DecemberBy making the payment after the end of the month in which it was due, you allowed your account to become a full month past dueAccordingly, on January 10, 2016, CMS reported your account status to the credit reporting agencies (TransUnion, Experian, and Equifax)Please note that CMS reports your account status once a month to the credit reporting agencies on the 10th day of each month and that the January 10, credit report was a routine update to the credit reporting agenciesBecause your December 1, mortgage payment was not received until January 6, 2016, CMS reported a thirty (30) day account delinquency on your January 10, credit report Solely as an expression of our commitment to the highest standards of customer satisfaction, CMS was able to provide you with a onetime exception in regard to the December 1, mortgage payment delinquencyPlease understand that CMS agreed to the exception to assist you with your refinance application approvalPlease note that although CMS agreed to provide you with an exception in regard to the December 1, mortgage payment delinquency in connection with the refinance, at no point did CMS agree to waive the late fee assessed on your account as part of the exception Subsequently, on January 14, 2016, our records indicate that you called CMSDuring this phone conversation, you spoke with a CMS supervisor and you advised the supervisor that you had no intention of making your January 1, mortgage payment until after February 3, The CMS supervisor correctly advised you that if your January 1, mortgage payment was received after the end of the month, then CMS would report a delinquency in connection with your paymentYou acknowledged the supervisor’s explanation and expressed your frustration with the refinance application process As a reminder, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your accountAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentConsequently, that is the reason why CMS reported the thirty (30) day delinquencies on your account to the credit reporting agencies for both of the December 1, and January 1, mortgage payments On February 3, 2016, CMS sent you a Statement of Credit Denial, Termination, or Change (“SCDTC”)The purpose of the SCDTC was to advise you that CMS was unable to approve your refinance application due to an unacceptable payment record on your current mortgageFor your records, attached hereto as Exhibit “A” please find a copy of the SCDTC that CMS sent you on February 3, Lastly, with respect to your concerns with the Revdex.com reviews and ratings for CMS, we are not certain what you are attempting to convey as it relates to the servicing of your loanResultantly, CMS cannot discern what exact issues or issues you may be attempting to raise concerning the servicing of your loan without further clarification from youTo the extent that you believe that CMS has improperly serviced your account, we ask that you provide supporting documentation and specific examples of the purported improper servicing of your accountOnce the aforesaid information is provided, CMS will be more than happy to investigate and address any concerns or issues you may haveIn the absence of any such information, we respectfully submit that unrelated complaints by other consumers regarding other accounts are not relevant to your concerns Based on the foregoing investigation and review of your refinance application, we are unable to find any evidence of wrongdoing on CMS’s behalfWith respect to your allegation that CMS’s mortgage lending practices are illegal, fraudulent, and unprofessional with the objective of exploiting its customers and to gain financially from collecting a higher interest rate, our records confirm that CMS provided you with the proper disclosures and notifications advising you of the refinance application review process and your responsibility to continue to make your mortgage payments on timeFurthermore, pursuant to your loan documents, it is your sole responsibility to make your mortgage payments timely regardless of the status of a refinance or a separate loan applicationAlso, please know that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to your account status and payment historyCorrespondingly, we submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment historyAs a result, CMS respectfully denies your request to waive the late fees assessed on your account or remove the delinquencies reported on your account to the credit reporting agencies Finally, while we regret that CMS was unable to approve your refinance application, we believe the record is clear that CMS was professional and as timely as possible with the entire application review processNevertheless, CMS understands your frustration and we sincerely apologize for any perceived unprofessional customer service you believe you may have received while CMS reviewed your refinance application 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

Please see the attached Response Letter and all Supporting DocumentationTell us why here...The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS) is in receipt of your complaint filed with the Revdex.com (“Revdex.com) received in our office via email on October 12, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s)raised in the inquiry.As we understand your complaint, you state that although you inaccurately submitted two payments via CMS's Loan Servicing Website (“LSW"), CMS failed to contact you regardingyour errorYou continue by stating that you were only made aware of the error when you received a Notice of Intent to Foreclose (“NOI") from CMSYour desired resolution is for CMS to provide you with a response stating that the payments that you submitted inaccurately are now posted correctly on your loan and that your credit report does not reflect any late payments for the months of April 2016, May 2016, and June 2016.As a preliminary matter, the servicing rights to your loan were transferred from [redacted] to CMS on April 2, contractually current and due for the April 1, mortgage payment in the amount of $At the time of the service transfer, your loan was contractually current and due for the April 1, mortgage payment in the amount of $ Additionally, we note here that your loan transferred to CMS with a late fee balance of $as confirmed by your prior servicer.Please note that in accordance with the Real Estate Settlement Procedures Act (“RESPA), CMS does not impose late fees or other penalties during the sixty day period beginning on the date of transferAlso, CMS temporarily suppressed credit reporting for sixty days beginning on April 2, 2015, in compliance with RESPAAs a reminder, your payments are due on the first (1) day of each month and are considered late as of the second (2") day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your accountAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting bureaus as delinquent.On April 20, 2015, CMS received a payment in the amount of $for your April 1, mortgage payment.On May 13, 2015, CMS received a payment in the amount of $for your May 1, mortgage payment, which was due in the amount of $The difference between the amountpaid and the amount due, $16.70, was applied to late fees which reduced your late fee balance from $to $204.07.Please be advised that RESPA also requires that an escrow analysis be completed within sixty days following the effective date of a service transferAs a result, an escrow analysis was to be completed on or before June 2, Furthermore, it is important to understand that the analysis of your escrow account does not impact the interest rate of 6.00% or the monthly principal and interest payment in the amount of $At the time of the service transfer, your loan reflected a principal and interest payment in the amount of $and an escrow payment in the amount of $for a total monthly payment in the amount of $633.30.In observance of the RESPA escrow analysis requirement previously mentioned, CMS performed an escrow analysis on or about May 20, Pursuant to this escrow analysis, your projected escrow disbursement for your escrow cycle beginning July 1, and ending June 30, was calculated to be $More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $870.48; your yearly mortgage insurance premium would be $312.72; and that your yearly property tax would be $1,Correspondingly, your total disbursements for your escrow cycle beginning July 1, and ending June 30, were calculated to be $2,275.88, which if spread over a twelve month period is equal to approximately $every month.Additionally, a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower's responsibility, lenders are permitted to collect an escrow cushion in case payments due for such items exceed available funds.Specifically, RESPA authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve months, unless state law allows for a lesser amountAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at [redacted] .Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning July 1, and ending June 30, Please note that CMS will only collect a 1/6th escrow cushion of your total projected escrow disbursement for your yearly homeowners insurance premium and your yearly property taxesPlease note that CMS does not include the disbursement of your mortgage insurance premium in the collection of the 1/6th escrow cushionCorrespondingly, the total escrow cushion that CMS may collect is $327.18, which represents two months of escrow payments.Based on the calculations from the May 20, escrow analysis, your low point escrow balance was $As a result, in order to reach the required escrow balance of $327.18, the 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $Please note that your escrow shortage was spread over a twelve month period starting with your July 1, mortgage paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $27.40, from $to $660.70.On June 19, 2015, CMS received a payment in the amount of $for your June 1, mortgage payment in the amount of $For your reference, the remainder, $6.70, was applied to late fees which reduced your late fee balance from $204,to $197.37.On July 24, 2015, CMS received a payment in the amount of $for your July 1, mortgage payment in the amount of $For your reference, the remainder, $9.30, was applied to late fees which reduced your late fee balance from $to $188.07.Please note that because your July 1, mortgage payment was received outside of the grace period, a late fee in the amount of $was assessed to your loan which increased your late fee balance from $to $214.49.On July 24, 2015, CMS performed an annual escrow analysisIt is important to understand that CMS reanalyzed the escrow account pursuant to the regular escrow analysis schedule for that stateFor the State of Ohio, CMS performs an escrow analysis on July of each yearDuring the July 24, escrow analysis, your projected escrow disbursement for your escrow cycle beginning September 1, and ending August 31, was calculated to be $More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $870.48; your yearly mortgage insurance premium would be $304.68; and that your yearly property taxes would be $1,Correspondingly, your total disbursements for your escrow cycle beginning September 1, 2015, and ending August 31, were calculated to be $2,267.82, which if spread over a twelve month period is equal to approximately $every month.Consequently, based on the calculations from the July 24, escrow analysis, your low point escrow balance was $As a result, in order to reach the required escrow balance of $327.18, the 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $Please note that your escrow shortage was spread over a twelve month period starting with your September 1, mortgage paymentResultantly, that is the reason why your overall monthly mortgage payment decreased by $4.52, from $to $656.18.On August 17, 2015, CMS received a payment in the amount of $for your August 1, mortgage payment in the amount of $For your reference, the remainder, $9.30, was applied to late fees which reduced your late fee balance from $to $We note here that although your payment was applied on August 17, 2015, CMS credited your payment with an effective date of August 15, which is the date that we received your payment.On September 28, 2015, CMS received a payment in the amount of $for your September 1, mortgage payment in the amount of $For your reference, the remainder, $3.82, was applied to late fees which reduced your late fee balance from $to $Again, because your payment was received outside of the grace period, a late fee in the amount of $was assessed to your loan which increased your late fee balance from $to $227.61.On October 24, 2015, CMS received a payment in the amount of $for your October 1, mortgage payment in the amount of $For your reference, the remainder, $13.82, was applied to late fees which reduced your late fee balance from $to $Again, because your payment was received outside of the grace period, a late fee in the amount of $was assessed to your loan which increased your late fee balance from $to $240.03.On November 18, 2015, CMS received a payment in the amount of $for your November 1, mortgage payment in the amount of $For your reference, the remainder, $23.82, was applied to late fees which reduced your late fee balance from $to $Again, because your payment was received outside of the grace period, a late fee in the amount of $was assessed to your loan which increased your late fee balance from $to S242.45.On December 28, 2015, CMS received a payment in the amount of $for your December 1, mortgage payment in the amount of $For your reference, the remainder, $13.82, was applied to late fees which reduced your late fee balance from $to $Again, because your payment was received outside of the grace period, a late fee in the amount of $was assessed to your loan which increased your late fee balance from $to $254.87.For your reference, CMS made several attempts to contact you via telephone from August of through December of to no availAdditionally, during this time period, CMS sent you a No Contact Letter each of these months advising you that your mortgage payment had not been receivedThe letter also stated that late payments, missed payments, or other defaults on your account may be reflected in your credit reportWe note here that CMS did not receive any calls in response to the No Contact Letters that were sent to your attention.Upon further review, our records indicate that from January of through March of 2016, CMS received your mortgage payments via our LSW within the grace periodAdditionally, the mortgage payments received for the aforementioned months included additional funds above the regular monthly mortgage payment of $656.18, for a total in the amount of $These funds were applied to your late fees which reduced your late fee balance from $to $233.18.On April 15, 2016, you authorized your April 1, mortgage payment via our LSW in the amount of $Regrettably, your mortgage payment was returned unpaid due to “account not foundMore specifically, during your April 15, LSW payment transaction, you identified the bank account number you entered as a checking accountWe note here that in your subsequent, successful LSW payment transaction on May 10, 2016, you identified your bank account number as a savings accountResultantly, that is the reason why CMS was unable to locate your account when we attempted to debit your April 1, mortgage payment using the account information you entered during the April 15, LSW payment transactionAttached for your review is a screenshot of the April 15, mortgage payment that you authorized via the LSW, as well as a screenshot of the mortgage payment that you authorized on May 10, 2016.Please note that after a customer submits a payment via the LSW, a confirmation page is displayed memorializing the transactionWe also note that the confirmation page that the LSW displayed does not confirm the accuracy of the information provided by the user, but only confirms that the system has received the information submittedTherefore, it is the user's responsibility to ensure that the information entered into the LSW is accurate and correct prior to submitting a payment for processingCMS is not responsible for any inadvertent input error that is caused by the user.On April 22, 2016, you contacted CMS via the online chat feature on the LSWDuring that conversation you requested to be contacted at the cell phone number of (740) 808-After updating your contact information with the online representative, you were informed that the payment that you authorized on April 15, was returned due to inaccurate account information that was entered on the LSWIn response, you requested to have the late fee that was assessed to your loan waivedThe representative responded by stating that because the payment that you authorized on April 15, was not returned unpaid due to an error caused by CMS, the late fee would not be waived.That same day, you authorized your April 1, mortgage payment via our LSW in the amount of $Regrettably, your mortgage payment was again returned unpaid due to “account not found.” More specifically, you again identified the bank account number you entered as a checking accountResultantly, CMS was again unable to locate your account when we attempted to debit your April 1, mortgage payment using the account information you enteredAttached for your review is a screenshot of the April 22, mortgage payment that you authorized via the LSW.Additionally, on April 22, 2016, CMS sent you a Return Speed-Pay letter informing you that the mortgage payment that you authorized on April 15, was rejected due to “account not found." The letter provided you with the contact telephone number for CMS's Collection Department of [redacted] and requested that you contact CMS with any questions that you may have.On April 26, 2016, CMS attempted to contact you via telephone regarding the status of your loan to no avail.On April 28, 2016, CMS sent you a Return Speed-Pay Letter informing you that the mortgage payment that you authorized on April 22, was rejected due to “account not found.” The letter provided you with the contact telephone number for the Collection Department of [redacted] and requested that you contact CMS with any questions that you may havePlease note that CMS did not receive any response or phone call from you in connection with the receipt of the Return Speed-Pay letters.On May 3, 2016, CMS sent you a Non-Home Affordable Modification Program ("Non-HAMP") Solicitation Letter that provided several loss mitigation options that may be available to youThe Non-HAMP Solicitation Letter included a Request for Mortgage Assistance (“RMA') form along with a comprehensive list of required financial information for you to submit to CMS with a submission deadline of June 2, 2016.On May 7, 2016, CMS sent you a Notice of Intent to Foreclose (“NOI")The NOI stated that your loan was in default and due for your April 1, and May 1, mortgage paymentsThe NOI went on to state that, as of the date of the letter, the amount required to bring your loan current was $1,The letter ended by stating that failure to bring your loan current within thirty days from the date of the NOI may result in the acceleration of the sums secured by the Mortgage and the sale of the propertyPlease note that CMS did not receive any response or phone call from you in connection with the receipt of the NOI.On May 10, 2016, you authorized a payment in the amount of $via our LSWPlease note that the amount of $was applied to your April 1, mortgage payment, with the remainder, $3.82, applied to your unapplied funds balanceAdditionally, a late fee in the amount of $was assessed to your loan because the April 1, mortgage payment was received outside of the grace periodFor your reference, this increased your late fee balance from $to 4259.42.Furthermore, because your April 1, mortgage payment was received outside of the month that it became due, your mortgage payment was legitimately thirty days late and therefore reported to the major credit reporting bureaus as suchFor your information, CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information.Additionally, CMS may accept any payment or partial payment insufficient to bring the loan current, but is not obligated to apply such payments at the time such payments are acceptedIn the event that CMS accepts a payment or partial payment that is insufficient to bring the loan current, those funds may be posted to an unapplied funds balance until enough funds are received to bring the loan current.On May 11, 2016, CMS received a payment in the amount of $Please note that because you did not provide specific posting instructions on the check that was received, CMS applied the amount of $to your unapplied funds balanceThis increased your unapplied funds balance from $to $363.82.On May 18, 2016, CMS sent you a No Contact Letter advising you that your May 1, mortgage payment in the amount of $had not been receivedThe No Contact Letter provided the total amount due of $915.60, which included your late fee balance of $259.42.On June 7, 2016, CMS sent you a NOIThe NOI stated that your loan was in default and due for your May 1, and June 1, mortgage paymentsThe NOI went on to state that, as of the date of the letter, the amount required to bring your loan current was $1,571.78, less $363.82, monies held in your unapplied funds balance.On June 11, 2016, CMS sent you a FHA Thirty-Second Day Delinquent NoticeThe notice informed you that your May 1, mortgage payment in the amount of $and your June 1, mortgage payment in the amount of $were due and payableThe notice also stated that if your mortgage payments were not received by July 11, 2016, CMS may proceed with foreclosure actionAdditionally, the notice included a brochure that provided several loss mitigation options that may be available to you.From June 1, through June 16, 2016, our records indicate that CMS made several attempts to contact you via telephone regarding the status of your loan to no avail.For your reference, when an account becomes past due, CMS routinely orders property inspections to protect its interest in the property and ensure that the property has not been abandoned and has not fallen into disrepairAs of the date of this letter, our records show that CMS completed one property inspection due to your loan falling thirty or more days past dueThe total amount of the property inspection fee charged to your loan was $Please note that the costs for these inspections are recoverable from you per the terms and conditions of your MortgageThis inspection was performed on June 13, Additionally, these inspections may continue to be performed until such time that your loan is brought currentAlthough this type of fee is assessed to the loan after the property inspection is completed, your monthly mortgage statements do provide a Transaction Activity section that clearly states when fees are assessed to your loan as well as the type offee being assessed.On June 17, 2016, you authorized a payment in the amount of $via our LSWPlease note that the amount of $was applied to your unapplied funds balanceThis increased your unapplied funds balance from $to $1,Those funds were then applied as follows: $was applied to your May 1, mortgage payment and the remainder, $367.64, was left in your unapplied funds balance until enough funds were received to satisfy a monthly paymentAdditionally, a late fee in the amount of $was assessed to your loan which increased your late fee balance from $to $285.66.On June 18, 2016, CMS sent you a No Contact Letter advising you that your June 1, mortgage payment in the amount of $had not been receivedThe No Contact Letter provided the total amount due of $941.84, which included your late fee balance of $285.66.Please note that from June 23, through July 5, 2016, CMS made several attempts to contact you via telephone regarding the status of your loan to no avail.On July 6, 2016, CMS received a payment in the amount of $Please note that the amount of $was applied to your unapplied funds balanceThis increased your unapplied funds balance from $to $Those funds were then applied as follows: $was applied to your June 1, mortgage payment and the remainder, $11.46, was left in your unapplied funds balance until enough funds were received to satisfy a monthly payment.On July 15, 2016, you authorized a payment in the amount of $via our LSWPlease note that the amount of $was applied to your unapplied funds balanceThis increased your unapplied funds balance from $to $Those funds were then applied as follows: $was applied to your July 1, mortgage payment and the remainder, $15.28, was applied to late fees which decreased your late fee balance from $to $270.38.On July 22, 2016, CMS performed an annual escrow analysisDuring the July 22, escrow analysis, your projected escrow disbursement for your escrow cycle beginning September 1, and ending August 31, was calculated to be $2,More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $961.83; your yearly mortgage insurance premium would be $123.45; and that your yearly property taxes would be $1,Correspondingly, your total disbursements for your escrow cycle beginning September 1, 2016, and ending August 31, were calculated to be $2,231.96, which if spread over a twelve month period is equal to approximately $every month.Consequently, based on the calculations from the July 22, escrow analysis, your low point escrow balance was $As a result, in order to reach the required escrow balance of $351.42, the 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $Please note that your escrow shortage was spread over a twelve month period starting with your September 1, mortgage paymentResultantly, that is the reason why your overall monthly mortgage payment decreased by $17.46, from $to $638.72.On August 18, 2016, CMS sent you a No Contact Letter advising you that your August 1, mortgage payment in the amount of $had not been received, and that a late fee in the amount of $had been assessed to your loan increasing your late fee balance from $to $The No Contact Letter provided the total amount due of $972.80, which included your late fee balance of $and the aforementioned property inspection fee in the amount of $20.00.Please note that from August 16, through September 6, 2016, CMS made several attempts to contact you via telephone regarding the status of your loan to no avail.On September 6, CMS sent you a NOIThe NOI stated that your loan was in default and due for your August 1, and September 1, mortgage paymentsThe NOI went on to state that, as of the date of the letter, the amount required to bring your loan current was $1,611.52.On September 9, 2016, you authorized a payment in the amount of $via our LSWPlease note that the amount of $was applied to your August 1, mortgage payment and the remainder, $3.82, was applied to unapplied funds which resulted in an unapplied funds balance in the amount of $3.82.On September 18, 2016, CMS sent you a No Contact Letter advising you that your September 1, mortgage payment in the amount of $had not been receivedThe No Contact Letter provided the total amount due of $955.34, which included your late fee balance of $and the aforementioned property inspection fee in the amount of $20.00.On September 30, 2016, our records indicate that your unapplied funds balance in the amount of $was applied to your late fees which reduced your late fee balance from $to $That same day, you authorized a payment in the amount of $via our LSWPlease note that the amount of $was applied to your September 1, mortgage payment and the remainder, $1.28, was applied to late fees, which decreased your late fee balance from $to $291.52.On October 18, 2016, CMS sent you a No Contact Letter advising you that your October 1, mortgage payment in the amount of $had not been received, and that a late fee in the amount of $had been assessed to your loanPlease note that your late fee balance increased from $to $The No Contact Letter provided the total amount due of $975.78, which included your late fee balance of $and the aforementioned property inspection fee in the amount of $20.00.On October 23, 2016, you authorized a payment in the amount of $via our LSWThe following day, the amount of $was applied to your October 1, mortgage payment and the remainder, $1.28, was applied to late fees which decreased your late fee balance from $to $315.78.As of the date of this letter, your loan is contractually current and next due for your November 1, mortgage payment in the amount of $638.72, late fees totaling 4315.78, and a property inspection fee of $20.00, for a total amount due of $974.50.Based on the foregoing investigation and review of your account, it is clear that CMS made numerous attempts to contact you via telephone throughout the servicing of your loan in an effort to advise you with regard to your loan delinquency status and possible workout optionsAdditionally, we note here that you were made aware of your error in inaccurately entering your bank account information via your online chat conversation on April 22, 2016, and prior to you receiving the NOI dated May 7, It is also important to note that CMS provided you with timely notifications that your payment had been rejected by your financial institution due to account not foundLastly, because your April 1, 2016, May 1, 2016, June 1, 2016, and August 1, mortgage payments were received outside of the month that they became due, your mortgage payments were legitimately thirty days late and therefore reported to the major credit reporting bureaus as suchAs a reminder, CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan informationTherefore, CMS respectfully submits 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 informationShould you wish to further discuss any aspect of the loan, we encourage you to contact CMS's Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern Time for further assistance.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 Department