Carrington Mortgage Services LLC

As you know, CMS is committed to the highest standards of customer satisfaction and we would like to thank you for allowing us the opportunity to resolve your questions and/or concerns

June 7, [redacted] ** [redacted] RE: Complaint ID: [redacted] Loan No.: [redacted] Property Address: [redacted] , [redacted] ** [redacted] Dear MrFord: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on May 20, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you claim that when you called CMS to inquire about the property inspection fees that have been assessed to your loan in the amount of $40.00, the CMS Representative informed you the information regarding these fees was unavailable At the outset, the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“***”) to CMS on or about December 1, At the time of the service transfer your loan was in default and showing due for the October 1, payment Please note that, while CMS began servicing the loan on December 1, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing 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 CMS completed property inspections on December 16, and on January 11, Additionally, a property inspection fee of $for each inspection was assessed to your loan on April 4, and April 5, respectively Please note that this type of fee is assessed to the loan after the inspection is completed and CMS receives the billing statement from the inspection company with the inspection report Also, these property inspections were requested due to the delinquent status of your loan at the time, which is part of the loan servicing requirements for this FHA insured loan Further, the loan servicing policies and procedures require CMS to complete property inspections on loans that are showing days or more past due Please note that the costs for these inspections are recoverable from you per the terms and conditions of the Note and Deed of Trust Attached for your ease of reference is a copy of your Note and Deed of Trust Upon further review, our records show that after the service transfer your loan remained past due more than days through February 2, Below for your ease of reference is a payment summary that shows your payment transactions from the date of the service transfer to May 10, Upon further review, our records show that on May 19, 2016, you called CMS and during this call you inquired about the outstanding property inspections fees due on your loan in the amount of $ The CMS Representative explained that the fees were for property inspections that had been completed on your property during the time when your loan was past due You indicated that you were unaware of these inspections, and that you wanted to know when the inspector had visited your property Regrettably, the CMS Representative did not have the requested dates available at the time of this call, and therefore could not provide this information to you Nevertheless, the CMS Representative did provide you with instructions to send your written request to the CMS Research Department who would review and provide you a written response with the details As of the date of this letter, the CMS Research Department does not show any record of receipt of any correspondence from you Based on the foregoing, we conclude that the property inspections were requested and completed in accordance with the established policies and procedures for this FHA insured loan Therefore, the outstanding balance of $for the property inspections remains due and payable Finally, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** North Carolina: Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No& and North Carolina Secure and Fair Enforcement Mortgage Licensing Act [redacted] ***

Dear Ms [redacted] and Mr [redacted] :The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 23, 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 the prior servicer [redacted] (“***”) collected a monthly escrow payment for your homeowners insuranceYou state that when the loan transferred to CMS your escrow account no longer included an escrow item for homeowners insuranceYou then state that you became aware of this error when reviewing your account onlineYour desired resolution is for CMS to refund you the $yearly insurance premium you will now have to pay.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.Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty (60) days following a service transferIt is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 4.25% and your monthly principal and interest payment of $remains unalteredIn addition, a condition of your Federal Housing Administration (“FHA") loan requires that you to maintain an escrow account for the payment of hazard insurance and property taxes.As a preliminary matter, a review of our records found that, due to an inadvertent clerical error, the monthly collection for your homeowners insurance was inadvertently removedCMS would like to apologize for any inconvenience you may have experience due to this issue.Based on a review of your loan, please be advised that on May 18, CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference, attached hereto please find a copy of the May 18, AEADSThe purpose of the May 18, AEADS was to advise you of your projected escrow activity for the escrow cycle beginning July 1, and ending June 30, More specifically, the AEADS projected that your yearly county taxes would be $1,286.73, and that your yearly mortgage insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning July 1, and ending June 30, were calculated to be $2,812.17, 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 the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (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 1/6th of your total projected escrow disbursement for your yearly county taxesCMS does not include the disbursement of your yearly mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amount.Based on the calculations from the May 18, AEADS, your low point escrow balance was negative $As a result, in order to reach a low point escrow balance of $214.44, the allowed 1/16th escrow cushion, CMS would have collected an escrow shortage in the amount of $786.18.Please note that your escrow shortage was spread over a twelve (12) month period starting with your July 1, paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $44.82, from $to $869.82.Later on December 18, 2015, CMS complete an annual analysis of your escrow account and sent you an updated AEADSFor your reference, attached hereto please find a copy of the December 18, AEADSThe purpose of the December 18, AEADS was to advise you of your projected escrow activity for the escrow cycle beginning February 1, and ending January 31, More specifically, the AEADS projected that your yearly county taxes would be $1,and your yearly mortgage insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning February 1, and ending January 31, were calculated to be $2,766.78, which if spread over a twelve (12) month period is equal to approximately $every month.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 1/6th of your total projected escrow disbursement for your yearly county taxesCMS does not include the disbursement of your yearly mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amount.Based on the calculations from the December 18, AEADS, your low point escrow balance was $As a result, in order to reach a low point escrow balance of $211.28, the allowed 1/6th escrow cushion, CMS would have collected an escrow shortage in the total amount of $Please note that your escrow shortage was spread over a twelve (12) month period starting with your February 1, paymentResultantly, that is the reason why your overall monthly mortgage payment decreased by $54.65, from $to $815.27.On February 22, you contacted CMS regarding your homeowners insuranceDuring this conversation you stated that your homeowners insurance premium was due on March 16, You stated that the premium was previously included in your escrow account when the loan was serviced by ***The CMS representative then reviewed your escrow account and confirmed that the homeowners insurance was not includedThe CMS representative advised you that CMS could include the homeowners insurance if you provided a current copy of your homeowners declaration pageDuring this conversation you were transferred to a CMS escrow specialist to review this issue furtherThe CMS escrow specialist advised you of the information you needed to provide in order for CMS to include the homeowners insurance in your escrow accountYou then stated that you had changed your mind and ended the call.On February 23, you spoke with our insurance vendor, [redacted] (“***”)During this conversation you again stated that your loan had previously been escrowed for homeowners insuranceThe [redacted] representative advised you that CMS would need to update your escrow account to include your homeowners insurance before the policy could be paid from your escrow account.On March 11, CMS updated your escrow account to include your homeowners insuranceAlso, on March 12, 2016, CMS disbursed a premium in the amount of $735.32, for your homeowners insurance to Ameriprise Auto and Home Insurance Co.On March 15, 2016, CMS re-analyzed your escrow account and sent you an updated AEADSFor your reference, attached hereto please find a copy of the March 15, AEADSThe purpose of the March 15, AEADS was to advise you of your projected escrow activity for the escrow cycle beginning May 1, and ending April 30, 2017, and to confirm that your homeowners insurance was included in your escrow accountMore specifically, the AEADS projected that your yearly county taxes would be $1,267.74, your homeowners insurance would be $735.32, and your yearly mortgage insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning May 1, and ending April 30, were calculated to be $3,502.10, which if spread over a twelve (12) month period is equal to approximately $every monthWe note here that CMS chose to only collect for an escrow cushion in the amount of $333.84.Based on the calculations from the March 15, AEADS, your low point escrow balance was negative $As a result, in order to reach a low point escrow balance of $333.84, the allowed 1/6th escrow cushion, CMS would have collected an escrow shortage in the total amount of $Please note CMS spread the escrow shortage over thirty six (36) month period to make the payment more affordable effective with the May 1, paymentAs a result of your request to add the homeowners insurance to your escrow account, your overall monthly mortgage payment increased by $66.95, from $to $882.22.In closing, based on our review CMS confirmed that at the time your loan was transferred CMS failed to include your homeowners insurance in your escrow accountWe would like to thank you for bringing this matter to our attention, and ask that you accept our sincerest apologies for any inconvenience this processing error may have caused youWith regards to your request to be reimbursed for the yearly insurance premium, CMS had confirmed that the policy effective from March 21, to March 21, 2017, had not been paid in full, and subsequently CMS paid this policy from your escrow accountTherefore CMS must decline your request to be reimbursed for this premium.Please further note that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] .We trust that this communication addresses all of the concerns noted in 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

June 9, Original response sent via regular mail [redacted] *** RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] *** Property Address: [redacted] , [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 May 25, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiryAs we understand your complaint, you allege that you authorized a payment transaction via your CMS online account on February 12, 2016, but that your mortgage payment was not debited from your bank accountYou go on to say that you called CMS on February 17, and were advised by a CMS representative that you had the option to authorize another payment via your CMS online account and that you would not be assessed a late charge for your February 1, mortgage paymentNotwithstanding CMS’s confirmation, you claim that you were assessed a late charge for your February 1, mortgage payment in the amount of $Despite all of your attempts to have the late charge removed from your account, you state that CMS has not waived the late chargeConsequently, your desired resolution is for CMS to waive the late charge from your account, remove any account delinquencies that may have been reported to the credit reporting agencies, and to provide you with the contact information where you may submit inquiries and complaints about your mortgageAs a preliminary matter, please accept this correspondence as confirmation that, solely as an expression of our commitment to the highest standards of customer satisfaction and not as an admission of fault, wrongdoing, or of the validity of your allegations, CMS has agreed to waive the late charge assessed to your account in the amount of $Additionally, please be advised that CMS has not reported any account delinquencies to the credit reporting agencies in connection with your February 1, mortgage payment.That said, on February 12, 2016, our records indicate that you authorized a payment transaction via your CMS online account in the amount of $1,which was intended to be applied to your February 1, mortgage paymentThereafter, on February 18, 2016, our records indicate that your payment was rejected due to CMS being unable to locate your bank account using the information you provided during your February 12, online payment transactionResultantly, CMS sent you a Payment Rejection Letter on February 22, advising you that your payment was rejected due to CMS’s inability to locate your account and to call CMS with any questions or concerns you may haveFor your reference, attached hereto as Exhibit “A” please find a copy of the February 22, Payment Rejection LetterMore specifically, during your February 12, online payment transaction, you entered a bank account number of “ [redacted] ” (repeating the “2” digit) whereas your correct bank account number is “ [redacted] ” (with only a single “2”)CMS is able to determine that an incorrect bank account number was entered during your February 12, online payment transaction by comparing that particular account number to the account number used in your subsequent, successful online payment transaction on February 17, Additionally, please note that you must elect to save your bank account information each and every time you make an online payment transactionThe purpose of this function is to protect the confidentiality of the financial information you submit when making a payment, to ensure that your account information is correct, and to provide you with the opportunity to update or change your bank account information each month if you desire to do soResultantly, that is the reason why CMS was unable to locate your account when we attempted to debit your February 1, mortgage payment using the account number you entered during your February 12, online payment transactionFurthermore, please note that the confirmation you receive after processing an online payment request is only notifying you that we have received your transaction request and is not a confirmation that your payment was successfully applied to your accountIn other words, the confirmation you receive immediately after processing a payment request is meant to only notify you that CMS is in receipt of your request for our office to debit your bank account for a mortgage paymentIt is not a confirmation that CMS has successfully debited your bank account and applied the payment towards your loanAdditionally, we would like to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late charge will be assessed to your account Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentConsequently, we encourage you to remit your monthly mortgage payments to CMS on the date that they become due to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage paymentAs of the date of this correspondence, your payment history reflects that your loan is current through June of The next mortgage payment due is scheduled to be paid on July 1, in the amount of $1,If you would like to view your recent payment activity, download a copy of your most recent billing statement or escrow analysis, or make a payment, CMS encourages you to log in to your online account by visiting https://carringtonms.comPlease note that by accessing your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mailIn closing, CMS would like to thank you for bringing this matter to our attention and allowing us the opportunity to resolve your concernsPlease know that CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced while CMS made the necessary corrections and updates to your accountBased on the foregoing investigation and review of your account, our records are clear that CMS has resolved all of your concerns as timely as possible and has properly serviced your account pursuant to the terms of your mortgage loan agreement and in accordance with applicable law and program guidelinesFurthermore, we respectfully submit that customers who elect to process payments through the online payment website are responsible for accurately entering the information for the bank account from which they want the loan payments withdrawnTherefore, we encourage you to verify the account information entered into the online payment website before submitting your online payment transaction to CMSNevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.comIMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS-For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/-IMPORTANT BANKRUPTCY NOTIyou 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 REPORTImay 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 INFORMATIyou would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE-The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure-MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS-You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

My Mortgage was sold from [redacted] Financial to Carrington LLC and there according to the contract I was not required to have flood insurance I get a dockument from Carrington sating that under the terms of the mortgage agreement I agreed to have flood insurance. Which is a complete lie My insurance company has had me as a customer for 8 years and will attest to the fact it was not required They also said that failure to do so is a breech of the terms of my mortgage. All a lie I have the original contract from [redacted] to prove my point. It shows this company to be terrible what other company will charge you $20.00 to make a payment? now they are adding 30 more dollars per payment this is a strong arrn tatic. After all its a existing contract over 8 years old. I have spoken to them 4 times about this and yesterday when attempting to make a payment I saw the added charge I called then to no avail.

October 6, Original Sent via U.SMail [redacted] *** RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 15, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiryAs we understand your complaint, you allege that your loan was previously serviced by [redacted] , N.A(“***”) and that your loan was service transferred to CMSYou express dissatisfaction with the fact that you have not received a monthly statement from CMS as of September 1, Additionally, you express dissatisfaction with the payment convenience fees that CMS assesses in conjunction with some of the payment methods available to its customersYou also state that you received conflicting information regarding payment convenience fees from the CMS “Welcome Letter” and from a CMS representativeYou further express dissatisfaction with the fact that you attempted to contact CMS’s Customer Service Department on September 14, and that you were unable to reach any representative during the CMS stated hours of operation for the Customer Service DepartmentAt the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about August 16, At the time of the service transfer, the loan was due for the August 1, mortgage paymentAs you may already know, servicing rights arise at the time the loan is originated, but such rights are commonly bought and sold in the marketplaceConsequently, we respectfully submit that CMS acquired the servicing rights to the loan legally and in compliance with all applicable lawsIn connection with the service transfer, please be advised that [redacted] sent you a Notice of Servicing Transfer (“Goodbye Letter”) on July 26, The Goodbye Letter was sent to your home addressFor your reference and review, a copy of the Goodbye Letter is attached hereto as Exhibit “A”Please note that [redacted] sent you the Goodbye Letter prior to the effective date of service transfer and properly notified you that CMS would be your new servicer effective August 16, In regards to your stated concerns with the service transfer from [redacted] to CMS, CMS records show that on July 31, 2017, you contacted CMS by telephone requesting information from the CMS representative regarding your accountThe CMS representative informed you that your loan was not being displayed in CMS’s loan servicing systemYou informed the CMS representative that the service transfer was scheduled to take effect on August 16, The CMS Customer Service representative informed you that the actual process of completing a service transfer does take some time, but also assured you that you would not face any negative consequences as a result of the service transfer due to protections provided by the Real Estate Settlement Procedures Act (“RESPA”) during the first sixty (60) days following a service transferDuring this call you requested the location of a local branch in Seattle, WA, so that you could make your payments in person, as you had been doing with BofAThe Customer Service representative informed you that there was no local branch to make your monthly mortgage payment, but that your payment could be submitted via check through the mail, AutoPay from your bank account, bill pay through your personal bank, online payment, telephonic payment, or [redacted] servicesYou then asked the representative if there was a fee associated with submitting a payment onlineThe CMS representative correctly informed you that there was a $fee associated with an online payment, a $fee associated with an automated pay-by-phone payment, and a $fee associated with a telephonic payment made to a live representativeYou then asked if there were any free payment options, and the CMS representative correctly informed you that the free options that were available to you were to mail a personal check or a bill pay check using your bank’s bill pay service to CMS or to enroll in [redacted] which allows CMS to directly withdraw your monthly mortgage payments from your personal bank accountYou then expressed your dissatisfaction with the fee amounts and the free payment methods and indicated that you intended to refinance your loan and ended the phone conversation Thereafter, on August 22, 2017, CMS sent you a Notice of Servicing Transfer (“Hello Letter”)The Hello Letter was also sent to your home addressFor your reference and review, a copy of the Hello Letter is attached hereto as Exhibit “B”The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage loan payments effective August 16, and to advise you that your prior servicer, BofA, would no longer accept payments received from you after August 15, Additionally, the Hello Letter made you aware that, pursuant to RESPA, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transferAlso included in the Hello Letter was your new CMS account number, the address to submit your monthly mortgage payments, and the address and phone number to our Customer Service DepartmentLastly, the Hello Letter also enumerated the various methods available to you for making a payment and it included the processing fee for each method, instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website We would like to take this opportunity to note that on page five (5) of the Hello Letter, two (2) methods of payments are listed that are available to you without a feeThe first option listed is to enroll in CMS’s AutoPay optionThe second option listed is to pay by check via mail, and this option supplies you with the address for payment submissionPage six (6) of the Hello Letter lists two different payment options and discloses the convenience fee associated with using those payment submission optionsThe first option listed is an online payment and discloses a $feeThe second option listed is an automated pay-by-phone payment and discloses a $feeNot disclosed in this letter is the live representative phone payment fee that you were informed of in your previous phone conversation with the CMS representative, which is $ On August 23, 2017, CMS’s records indicate that you again called CMS and spoke with a CMS representativeDuring this call, you stated that you had not received any documentation from CMSThe CMS representative informed you that your loan had recently boarded into CMS’s loan servicing system and that you should be receiving a “Hello Letter” from CMS shortlyYou then asked when you could expect to receive a monthly mortgage statement from CMS and the representative informed you that your statement would not be coming until the following month as CMS had just received the service transfer of your loan on August 16, Furthermore, you also asked when your payment would be considered late because you stated that with [redacted] you did not make your payment until the fifteenth (15th) day of the monthThe CMS representative correctly informed you that your payment was due on the first (1st) of each month, but that you could make a payment on or before the sixteenth (16th) day of the month in which the payment was due in order to avoid a late fee Also during this conversation, you again asked if you could make your monthly mortgage payment by going to a local branchThe CMS representative again correctly informed you that CMS does not have a local branch that accepts mortgage payments, and then gave you several different payment options and the fees associated with those optionsThe representative informed you that you could make a payment through your bank’s bill pay service or you could sign up for CMS’s AutoPay optionYou were also again advised, correctly, that you could make a payment online for a $fee, make an automated pay-by-phone payment for a $fee, or you could speak with a CMS representative and make a payment for a $feeYou then asked what payment options were available to you at no cost, and the representative correctly informed you that you could send a personal check or use your bank’s bill pay service to mail your payments to CMS, or you could enroll for CMS’s AutoPay option, neither of which methods result in a feeThe representative even informed you that if you did use your bank’s bill pay service, that you should schedule the payment a day in advance to ensure that the payment was received by CMS prior to the sixteenth (16th) day of the month in which the payment was due in order to avoid a late feeYou then asked what would occur if you used CMS’s AutoPay option and the representative informed you that the AutoPay option is a same day transactionIn other words, the day that you elect to have your monthly mortgage payment withdrawn from your bank account is typically the same day that CMS receives and applies your payment to your accountYou then indicated that you were satisfied with the information you received and the phone conversation was endedOn September 13, 2017, CMS generated a monthly mortgage statement for your account that was mailed to your attention at your home addressFor your reference and review, a copy of the monthly mortgage statement dated September 13, is attached hereto as Exhibit “C”Thereafter, on September 15, 2017, CMS received an initial call from you that was answered by a CMS Customer Service representativeYou began the call by claiming that you had not yet received a monthly mortgage statement from CMSYou also claimed that while attempting to make a payment earlier on the same day via CMS’s automated pay-by-phone system you had received a quote of two different payment due figures that differed by $You expressed further dissatisfaction with the fact that you had attempted to call the previous day, but you were unable to reach any CMS representative and instead received an automated message that the CMS offices were closed during regular business hoursThe CMS representative correctly informed you that CMS had held a companywide telephonic meeting the day before, which may have been the reason why you received that automated messageThe representative then stated that she would transfer you to a CMS supervisor to assist you with your issues involving your accountYou then stated that you did not want the call to be dropped and you requested that the CMS representative stay on the line with you until the phone call transfer was complete, which the CMS representative did pursuant to your requestUpon being transferred to the CMS supervisor, you reiterated the issue that you were having with being quoted two different payment amounts while attempting to submit your paymentThe CMS supervisor reviewed your account and informed you that your regular monthly mortgage payment was $2,and that the payment you submitted on August 22, in the amount of $2,067.60, was $short of making a complete paymentIn order to satisfy a full monthly mortgage payment, CMS shorted your escrow account in the amount of $which would become due with your next monthly mortgage payment The CMS supervisor then explained to you that when you made a telephonic payment earlier that day, on September 15, 2017, in order to satisfy your escrow shortage from the prior payment processed on August 22, 2017, an additional $was collected during your payment transactionAgain, please note that the $at issue was not a fee imposed by CMS or a miscalculation, but rather represented an amount owed toward your escrow account due to the fact that your prior payment was shortAdditionally, as part of the September 15, payment transaction, you were assessed a $pay-by-phone payment convenience fee which you satisfied that same dayFor your review and reference attached hereto as Exhibit “D” is your CMS payment history along with mortgage codes and definitionsTowards the end of the call, you indicated that you had some recollection with regard to the escrow shortage from the August 22, mortgage payment and were ultimately satisfied with the explanation you had received from the CMS supervisor As this telephone call continued, you also requested information regarding your monthly mortgage statements, and the CMS supervisor explained to you that CMS would provide you with a monthly mortgage statement and that a monthly mortgage statement should be generated for you shortlyYou also requested further information regarding submitting payments via your bank’s bill pay service and the CMS supervisor explained CMS’s procedures for accepting bill pay payments Thereafter, you informed the CMS supervisor regarding your attempt to contact CMS’s Customer Service Department on September 14, 2017, and the automated message you received notifying you that CMS’s offices were closedThe CMS supervisor confirmed that there had been a companywide telephonic meeting the prior day during the time that you called, which was why you were unable to reach a CMS representative at that timeThis phone conversation ended with you confirming with the CMS supervisor that your payment was made earlier that day and that you would wait for your monthly mortgage statementAs of the date of this letter, your account is due for the October 1, mortgage payment Your monthly mortgage payment due for October 1, is $2,and is comprised of $1,principal and interest and $in escrow 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 ErrorIn closing, CMS would like to take this opportunity to welcome you as a valued customer, and looks forward to providing you with excellent customer service the entire time your loan is being serviced by CMSBased on the foregoing investigation and review of your account, we respectfully submit that we have addressed all of your concerns and have not located any errors in regards to the servicing of your accountFurthermore, all recordings of telephone calls between you and CMS’s representatives have confirmed that CMS’s fees associated with payment submission were correctly disclosed to you as referenced in this responseIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at ###-###-####, 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 ###-###-#### [This Space Intentionally Left Blank] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at ###-###-####, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] J***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 ###-###-#### between 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTIyou 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 REPORTImay 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 INFORMATIyou would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at ###-###-#### or toll-free TDD ###-###-####, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE-The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure-MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us 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 ###-###-#### -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 ###-###-####, 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 ###-###-####, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/

Go ahead and grab your ankles and lube up folksMy mortgage was sold to Carrington by BOA and I was immediately worriedMy credit didnt drop, in fact it has been climbing, no late payments, the only thing I have done is make double payments so my year fixed will be paid off in I dont think BOA liked thatCarrington employees a number of shady tactics to extract late fees from youI sent my check weeks in advance of late date and it takes them "up to business days for processing" with the transit time it makes it just right for slapping you with a late fee which is 5% of your monthly paymentAlso, my mortgage was sold right after the MIP was removed and my loan payment was reassessedGuess what? Carrington had no record of this and charged me the old amount which was 100$+ my new paymentI had to fax several documents and wait a month before they accepted my proof of my new loan payment amountBAD!

September 16, Original response sent via EMAIL [redacted] RE: Loan No.: [redacted] Case No.: [redacted] Property Address: [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 August 24, 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 your wife made a payment in the amount of $1,that was intended to be applied to your June 1, payment in the amount of $with the remaining amount of $to be applied towards your July 1, paymentYou also state that CMS improperly refused to discuss your account with your spouse even though she handles all your finances As you are already aware, our Customer Service Research Department originally received your initial complaint on July 15, which raises the exact same issues as your current inquiryAccordingly, CMS researched your loan and a response was sent to your attention via regular mail on August 26, For your reference, attached hereto please find a copy of CMS’s response to your July 15, complaint In the response to your July 15, complaint, the Customer Service Research Department requested that you send another letter of authorization because the previous letter did not provide the passcode/password needed in order for CMS to add your spouse as an authorized third partyWe sincerely apologize that the letter did not clarify that we simply needed a passcode/passwordPer our conversation on September 14, 2016, you provided me with the needed passcode/password so CMS could disclose account information to your spouseThat same day, a request was submitted to have the passcode/password updated on your accountPlease advise your spouse that she will need to provide the passcode/password each time she calls CMS to obtain account information As of today’s date, your loan is due for the September 1, payment in the amount of $Please note that the response sent to you by the Customer Service Research Department on August 26, stated that the principal payment of $would be reversed and applied to your unapplied funds balance which could be used toward your September 1, payment On September 15, 2016, I personally called you and left you a message to contact me directly This call was intended to inform you that your reversal request had been completed and to encourage you to remit the difference of $in order to complete your September 1, paymentIt is also important to note that you have the ability to make your partial payment of $through our Loan Servicing Website (“LSW”) at no additional cost If you do not wish to make your payment through the LSW, please contact me directly so that I can assist you in making a check by phone payment at no additional cost to you 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 CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at (855) 411-2372, or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

Our mortgage company keeps trying to foreclose on usThey won't except any monies from us, unless it satisfies their "full amount"They are charging us unnecessary fees, and hurting our creditThey will not give us a loan modification or a refinance

June 17, Original response sent via regular mail [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Co-borrower: [redacted] Property Address: [redacted] ***, [redacted] Dear Mr& Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on May 31, 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 you are unable to make your mortgage payments via your CMS online account and were unable to speak with a CMS representative despite your phone calls to our officeYou go on to say that due to CMS’s error, your account will be assessed a late charge and a derogatory mark will be reported on your credit reportAs a result, your desired resolution is for CMS to ensure that no account delinquencies will be reported to the credit reporting agencies and to allow you to make your mortgage payments via your online account As a preliminary matter, please accept this correspondence as confirmation that CMS did not report any account delinquencies to the credit reporting agencies in connection with your May 31, payment that was applied to your May 1, mortgage paymentMoreover, as of the date of this correspondence, your payment history reflects that your loan is current through June of The next payment due is scheduled to be paid on July 1, in the amount of $1,If you would like to view your recent payment activity, download a copy of your most recent billing statement or escrow analysis, or make a payment, CMS encourages you to log in to your online account by visiting https://carringtonms.comPlease note that by accessing your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mailWith regard to your inability to authorize a mortgage payment via your CMS online account, our records indicate that CMS received an electronic communication from your bank advising our office that either an inaccurate routing number or an inaccurate account number was used on a recent payment that you may have provided to a CMS representative, entered through our website, or entered through the pay-by-phone optionFor your reference, attached hereto as Exhibit “A” please find a copy of the Notice of Change (“NOC”) letter that CMS sent you on May 3, advising you of the aforesaid Specifically, the letter advised you that it would be necessary to contact your bank and confirm your account and routing numberIn our experience, the use of incorrect account numbers can be an indicator of attempted access by an unauthorized party; accordingly, when this happens, CMS’s policy is to lock your online account and pay-by-phone option and send you an NOCAfter you call and speak with a CMS representative and confirm your correct routing and bank account number, CMS will unlock the online and pay-by-phone options Subsequently, on May 31, 2016, you contacted CMS with regard to your inability to make a mortgage payment via your CMS online accountImmediately thereafter, the CMS representative escalated your concern to our Cashiering Department and requested to have your account unlocked so you could resume payments via your online account and over the phoneThat same day, our records indicate that your account was unlocked and that you authorized an online payment transaction in the amount of $1,Of that amount, CMS applied $1,to your May 1, mortgage payment and the remainder, $40.23, towards your May 1, late charge We would like to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your accountAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalfNevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] [This space intentionally left blank] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

Originally, my loan was with Bank of America and then sold to Carrington. I never had any problems with Bank of America. I was out of work for 6 months for surgery and fell behind. Per Carrington's suggestion, in order to keep my house, I applied for the home remodification loan the end of 2014 and was told not to make any payments while the paperwork was being adjusted. Then after several months, my remodification was denied. 7 days later I received a foreclosure notice in May, 2015) Since then, September 2015 I had to file Chapter 13 bankruptcy in order to keep my home. Over this period, Carrington has not applied payments correctly, sent payments back saying they are not being paid in full, not applying extra payments toward the principal and now trying to foreclose once again while in bankruptcy saying I have not made recent payments over the last 6 months. I have supplied checks cashed and processed by Carrington and they still refuse to acknowledge those payments. I do have an attorney but they do not deal with real estate issues. I was referred to another attorney that would take it to State Court and which I do not have the extra funds or time to pursue this. Perhaps someone is not applying the money correctly or maybe someone could be misappropriating the money for their own gain. Sounds like with all the negative complaints, a class action lawsuit needs to be initiated. I'm sure as everyone on this review site, I work very hard to may my payments on time and feel this is an unjust and very inappropriate action by Carrington. This is a horrible way to business. This company needs to be held liable.
Kristie from Kentucky

I recently became aware that I had a late charge with Carrington Mortgage As I’ve stated in my September 15, letter My loan was supposed to close on November 11, On December 11, I was notified that I was not closing on time because *** Loans did not receive the payoff notice from Carrington In fact, Carrington stated it would take 30-daysOnce I became aware that I was not closing on December 11, I tried to make my mortgage payment through your automated system I received a confirmation email stating my payment was processed It wasn’t until December when I received a letter from Carrington stating my payment was not processed
Customer should not be held responsible for Carrington Mortgage out dated system It should not had sent me a confirmation notice stating my payment had been received I should have known immediately that my payment could not be processed because of checking account numbers being inputted wrong
I feel they are

My mortgage was transferred to CarringtonI set up my first payment online, but when it was due, Carrington withdrew two payments from my accountWhen I called, they told me my auto payment set up with my previous mortgage company had been transferred overI was never informed of this auto payment transfer, and never authorized itDespite that, they refused to return my money unless I went through a process that involved me jumping through hoops (wait until a statement was issued by my bank that included the transactions, fax it to Carrington, wait business days to review, wait for check to be sent in mail) to get my money back into my account; it would also take weeks if not over a month to get the money back

Carrington is a joke!! My mortgage was sold to Carrington last yearI loved chaseMy payment was due on the first and I scheduled it to be made on the 7th because of how my check fell that month and planning a weddingThey called me on the 6th with an attitude like I wasn't going to pay my billI wasn't even past my day grace period!! Also about three months ago they called me wanting me to refinance my loan through themTelling me it wouldn't cost me anythingThen when they ACTUALLY look into my loan on their end they see I have a USDA loan and they can't refinance unless I switch to fhaIt would cost $for the appraisal!! They contacted me!! I will never refinance my mortgage through them!!! Their customer service is horrible!! I have a day grace period!!! Do not bother me if I don't exceed those fifteen days!!

Have no idea how this company has a "A" review I made my November payment and got a phone call saying my payment was past dueCheck my bank account found the money had been taken out So I called Carrington on November 26th and they said I would have to fax over all the information which I did Then on December 3rd received a email from the credit company saying my score when from to I call Carrington back and they said that the fax was never receivedSent the fax againCalled today to check the statusFound my dispute was received and processed on the 11th of December and oddly enough they posted my payment the same day But the customer service repsaid it take business days to process the disputeThis is an outrageThey don't care about there customers and treat them like trash Hoping the issue is resolved and I don't have to get lawyers involved

In December of I called customer service and made a double house payment that was supposed to cover December and January payments The payment was processed for December only and at the end of January I was told that the payment was submitted to be corrected and it would be fixed in business days It is now weeks later and my account is still not corrected I have been told numerous times that someone who is "handling my account" will contact me and they have not I am being sent foreclosure letters and correspondence that says that I have not communicated with the company about my account yet I call every week and am told to either call back or that someone will call me My account is to the point now that I owe January, February, and March and they will ONLY take a double payment from me I fear a double payment will again get processed wrong I am in the process of *** repairs and starting a new job so funds are extremely tight

I refinanced my mortgage through another agency in August The new mortgage provider sent payment on August 31st via a wire transfer I did not pay the August payment under their guidance Carrington MS did not process the payment until September 1st In doing so, they also marked my credit report with a late payment During my time as a Carrington MS customer I have never missed or been late on a payment I have asked them to remove this several times via written requests and they are refusing to do so Every time I try to call them, the customer service representative tells me that they do not have phones in that department

My mortgage has been with Chase for a few years and I had no problemsThey sold the servicing of my mortgage to Carrington and now life sucksWhile I could go into a great detail about my NEGATIVE experience with them, suffice it to say that they have a line item on the mortgage bill for any money you'd like to put towards principal or escrow, and for MONTHS I have been putting additional money into escrow, only to get a notice that the escrow was deficient and my payment went up over $a month! All those payments were put into "suspense"I called and was told they have another address for escrowREALLY? Then why have a line item to pay address to the same place you send your mortgage payment??? All I can say is that Chase has screwed up and I will refinance asapI want to pay online and not have to write checks to two different placesThis "service" is not customer oriented and their website is a jokeforget finding the address to send your escrow there! They don't want you to pay your mortgageThe harder they make it for you, the more likely you will be to get charged a late feeBusinesses like Carrington should be CLOSED DOWN because they are predatory

[A] MIP refund Form HUD-has not been received/submitted as required by the U.SDepartment of Housing and Urban Development since the payoff 11/17/[B] The corporation has also failed to submit to the Duval County Clerk of Courts in Jacksonville, FL, the Satisfaction of Mortgage or Release [C] It ignores written correspondence, including a fax that included a password authorizing my daughter to discuss the account, as instructed by them It's a ridiculous circle of incompetence and/or negligence on follow-throughs in regards to the release and/or final documents due to the consumer

My husband and I currently have a mortgage loan with Carrington Mortgage Services - loan # *** formerly under *** ** *** My husband had filed Chapter bankruptcy a few years back where the mortgage payments were being made by the Trustee As of July the bankruptcy was discharged - we were then provided a letter stating we were to start August 1st, to make our first payment & thereafterWe have paid our August payment on August 1st, and our September payment on September 8th, In the process of this I monitor my credit report and couldn't understand why it reflects days past due In contacting Carrington Mortgage Service - my husband was questioning the delinquency where he was responded to by a very rude and condescending representativeThe call was transferred - we then spoke with another representative to be advised we were delinquent for our August payment and if there evidence there is an error to fax our proof to *** where