Carrington Mortgage Services LLC

Mortgage assumption packet was completed and sent in along with fee of $Carrington acknowledges receipt of packet on 6/15/I have called several times to obtain update with no answer beyond the receipt of packetI have been told several times it is supposed to be complete within days of receiptI do not have any information to move forward with process whether it is denial, need more information, or approval of mortgage assumptionLast call was made on 8/24/with customer service rep stating they would respond at end of business day and I received no response

I had a very good experience with staff at Carrington They are very professional and courteousAll my questions were answered in a way I was able to understand the process

Carrington Mortgage Services is by far the most unethical mortgage company I have dealt with in my years as a customer and of numerous banks and mortgage companies

Carrington Mortgage Services does not let customers make the required monthly payments simply They also prevent the customer from making larger than the minimum payments, this way they can continue charging the account interest When making an additional payment on the principal, they charge fees Carrington Mortgage Services should NOT be allowed to continue taking advantage of Americans simple minds

I am shocked that Carrington Mortgage has a At rating with the Revdex.com!!! This company specializes in lying, cheating and stealing other peoples homes! I was with Chase for years and needed to modify my loan due to an over increase in my monthly paymentsAfter months of paperwork and finally being approved for the modification with Chase, they sold my mortgage to Carrington who demanded that I pay back the missed payments that Chase told me to skip (in order for me modification to be approved) plus my increased monthly payment or they were going to start the foreclosure processI have been on the phone with Carrington almost everydayI borrowed the money to pay them over 2k, I even put in an escrow accountIve made payments to Carrington, for over 2k, and for my regular paymentThis month I got a letter from them claiming an escrow shortage and they are increasing my payment to Carrington is NOT a mortgage companyThey should not even be in businessI have filed multiple complaints against them and against Chase and I will continue to do soI have warned every friend, every neighbor and every co-worker and every one on social media about Carrington and about ChaseI am praying someone will finally listen to all of us and shut this company down!!!

September 12, 2017 ORIGINAL RESPONSE SENT VIA REGULAR MAIL *** ***Lindsey *** *** *** ***
*** ** *** RE: Loan No.:
***Property Address: *** *** *** *** *** ** ***Case No: *** Dear Mrand Mrs***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on August 21, 2017. 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. At the outset, you should know that our Customer Service Research Department responded on August 4, to your initial complaint received in our office on July 6, 2017. Your most recent inquiry raises some of the same issues as the initial complaint that CMS responded to on August 4, 2017; however, CMS would like to take this opportunity to expand on our prior response and apologize that our original response failed to address all of your concerns After reviewing your payment history, it is evident that you submit your monthly mortgage payments in two (2) installmentsCorrespondingly, CMS has agreed to reverse the payment in the amount of $received on April 17, that was initially applied to your principal balance on April 20, The payment received on April 17, in the amount of $has been combined with the payment received on April 29, in the amount of $to satisfy your May 1, mortgage payment in the amount of $with the remainder, $5.78, applied towards your principal balance with an effective date of April 29, In addition, the payment CMS received in the amount of $on May 25, was combined with the payment received on June 6, in the amount of $to complete the June 1, mortgage payment in the amount of $with the remainder, $7.78, applied towards your principal balance with an effective date of June 6, 2017. It is important to note that your monthly mortgage payment amount increased from $to $effective with the July 1, mortgage payment in connection with the escrow analysis performed on your loan on May 12, For your reference, attached hereto as Exhibit “A” please find a copy of your May 12, escrow analysis. Accordingly, the payment that CMS received on July 4, in the amount of $was applied to your loan as the July 1, mortgage payment that same dayPlease note that in an effort to accept your payment and advance the due date, CMS shorted your escrow account in the amount of $to satisfy your July 1, mortgage payment due in the amount $944.97. Subsequently, on August 2, CMS received a payment in the amount of $which was applied to your loan as the August 1, mortgage payment that same dayOnce again, in an effort to accept your payment and advance the due date, CMS shorted your escrow account in the amount of $to satisfy your August 1, mortgage payment due in the amount $Accordingly, your escrow shortage balance increased from $to $39.94. On August 29, 2017, CMS received a payment in the amount of $1,Of that total amount, CMS applied $to your September 1, mortgage payment, $to your escrow shortage, and the remainder, $41.09, towards your principal balanceAs a result of this transaction, your escrow shortage balance was completely satisfied. On August 30, 2017, CMS received your most recent payment in the amount of $which was applied to your loan as the October 1, mortgage paymentPlease note that CMS again shorted your escrow account in the amount of $to satisfy your October 1, mortgage payment due in the amount $Accordingly, you currently have an escrow shortage balance due in the amount of $19.97. As of the date of this letter, your loan is next due for the November 1, mortgage payment in the amount of $and an escrow shortage balance in the amount of $for a total amount due of $For your reference, attached hereto as Exhibit “B” please find your payment history and account balances along with the transaction codes and definitions As a result of the above reversals and reapplication of your payments, the negative credit reporting information transmitted to the credit reporting bureaus has been corrected to reflect that the June 1, and the July 1, mortgage payments were received timely and within the month in which they became dueFor your reference, attached hereto as Exhibit “C” please find a copy of the Automated Universal Data (“AUD”) form submitted to all of the major credit reporting bureaus (TransUnion, Experian, and Equifax) with specific instructions to correct the June 1, and July 1, payment information reported on your accountPlease allow for up to thirty (30) days from the date of this letter for the credit reporting bureaus to receive and process the AUD form and to update and correct your credit report As a reminder, CMS would like to reiterate that partial payments submitted to CMS without posting instructions will be applied per the following payment hierarchy: principal, interest, escrow, negative escrow, negative principal, corporate advances, late charges, other fees and principalShould you wish to continue submitting your monthly payments in installments, please ensure that you are providing specific posting instructions with each paymentFurthermore, you should know that CMS offers automatic payment withdrawals that can be established on your loan to deduct from your bank account in semi-monthly or bi-weekly installmentsIf you would like to further explore this payment option, please contact our Customer Service Department directly at (800) 561-between the hours of 8:00AM and 8:00PM, Monday through Friday, Eastern TimeYou may also visit our publicly available website at www.carrington.com to enroll in the automatic payment option. In closing, CMS would like to apologize again for the response you received dated August 4, and for any inconvenience you may have experienced as a resultRest assured that CMS strives to properly address all customer inquiries and requests as timely as possible and that your dissatisfaction with the handling of your initial inquiry has been escalated to the management team of that particular business unit. Finally, please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty (60) days after receipt of a Qualified Written Request and/or a Notice of Error. 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 Research Department, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486-5134. We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time. Sincerely, *** ***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 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 (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 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 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 46074. 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/

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

Great company to work withI've had nothing but good experiences with the people thereI will definitely be recommending them to friends and family in the future

Carrington purchased my mortgage from Bank of AmericaI pray every day that some other company will purchase my mortgage because this company is the worst company ever!!!!!! Their customer service stinks, they only contact you when your payment is dueThey never respond to phone calls or emails when you have questionsI don't know how they stay in businessWe have had our mortgage for many years and have NEVER been late on a payment until this company took over

Loan#***
I applied for a modification on the above referenced loan 09/19/ I made my payment for September on 09/30/as I make my payment every month late on the last day of the month To my dismay as of 10/3/Carrington had not posted my payment so I called to find out why I was told it was not posted because I had applied for a modification and they hold payments when your account is being reviewed for modification I asked will this be reported to my credit bureau as days past due and I was assured it would not I was even asked by a representative named *** if I am not 30days past due why am I applying for a modification anyway Well surprise , surprise Carrington did in fact report me as being days past due for September as I had feared they would I was told to fax a copy of my credit report showing this to *** I faxed this on the 12th and 15th of October

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

I am a percent disabled veteranCarrington mortgage received the documentation late November I have spoken with them and their tax department in reference to having an escrow analysis done and the refund of overpaid taxes every week since then and have been told to call back the next week each time, which I have doneI have not to this date received a resolve or any accurate information from customer service or the tax department in reference to an update of my mortgage to reflect my status or a refund of the $over paymentEach representative I have spoken with each week appears to not know how to handle my case

July 14,
*** ** ***
*** *** *** ***
*** ** ***
RE: Loan No.: ***
Borrower: *** *** ***
Property Address: *** *** *** ***, *** ** ***
Complaint I.DNo.: ***
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 June 29, 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 received two insurance claim checks resulting from a loss to the property due to vandalism and water damage and that the claim checks were made payable to you and to CMSYou state that after you sent the checks to CMS to be endorsed, a CMS representative initially informed you that CMS would monitor the claim repair process; however, after you explained that the insurance claim checks were from two separate insurance claims the CMS representative acknowledged that the checks were initially identified as originating from a single claim and that the claim checks would be endorsed by CMS and returned to youYour complaint also expresses dissatisfaction with the level of customer service you received from CMS
A review of our records found that you initially contacted CMS on June 21, explaining that you had filed an insurance claim with your insurance company for loss suffered to the propertyThe CMS representative that you spoke with provided you with the address to send the insurance claim proceeds to CMS’s Loss Draft Department which is tasked with assisting customers with requests relating to the insurance claim process for loans being serviced by CMS
On June 24, 2016, CMS received two insurance claim checks from you totaling an amount of $12,The first check (number ***) was in the amount of $2,and the second check (number ***) was in the amount of $9,Please be advised that the claim checks were not accompanied by insurance adjuster’s report(s) that typically would be provided to CMS along with the insurance claim checksDue to an inadvertent and isolated clerical error, and because CMS was not in receipt of insurance adjuster’s report, CMS initially understood the total claim amount of $12,to have originated from a single insurance claim
Please be advised that it is CMS’s policy to monitor the repair process for insurance claims exceeding an amount of $10,Accordingly, CMS deposited the insurance claim checks totaling $12,into a restricted escrow account within your loan that is specifically established to hold insurance claim fundsIt is important to note that CMS does not typically endorse and release insurance claim funds to borrowers until the time that CMS is in receipt of the insurance adjuster’s estimate which outlines the insurance carrier’s basis for the claim payment amount as well as the amount of the estimated damages to the property
That same day, you contacted CMS’s Loss Draft Department and explained that the two claim checks originated from two separate insurance claimsDuring that phone conversation, the Loss Draft Specialist that you spoke with requested that you provide CMS with copies of the insurance adjuster’s estimates and explained that CMS would release the claim proceeds to you once CMS was in receipt of the insurance adjuster’s estimates confirming your explanation
On June 29, 2016, CMS spoke with you and during this phone conversation you indicated that you sent the insurance adjuster’s estimates to CMS’s Loss Draft Department on June 25, via faxAs you may recall, the Loss Draft Specialist explained that CMS received no such fax from you; accordingly, the CMS representative provided you with the email address to CMS’s Loss Draft Department and encouraged you to resend the requested information to CMS via email at your earliest convenienceCMS respectfully submits that because CMS was not in receipt of your June 25, fax, CMS was unable to contact you to confirm receipt of such fax as you requested
Shortly after providing you with the email address to contact CMS’s Loss Draft Department, CMS received the requested insurance adjuster’s estimates from you on the evening of June 29, Resultantly, CMS began taking the necessary actions to issue the insurance claim proceeds to youOur records show that the full insurance claim proceeds in the amount of $12,were issued to you on July 1, and that the claim checks were delivered to you at the property address on July 5,
Finally, a review of our records shows that multiple CMS representatives were professional and polite to you while working to assist you with your insurance claim related needsPlease be advised that it is necessary that you contact CMS’s Customer Service Department at *** *** and in the event that CMS’s Customer Service representatives are unable to provide you with general information relating to insurance claim process, your call will be transferred to CMS’s Loss Draft Department to speak to a Loss Draft Department for further assistanceAlthough CMS is satisfied that your calls were promptly and properly handled, 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 once CMS was in receipt of the requested insurance adjuster’s estimates on June 29, 2016, CMS issued the full amount of the insurance claim proceeds to you within only two daysCMS would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced due to the inadvertent clerical error that caused CMS to believe both insurance claim checks originated from a single insurance claimShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
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, *** *** *** *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
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*** *** *** *** *** *** * *** *** ** ***

December 11,
*** ** ***
*** ** ***
*** *** *** ***
*** ** ***
RE: Complaint ID No.: ***
Loan No.:
***
Property Address: *** *** *** *** *** ** ***
Dear Mrand Mrs***:
The *** *** 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 November 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
As we understand your complaint, you express concerns with CMS and the 1/6th escrow cushion requirement which has increased your monthly payment by $20.00. In addition, you claim that the terms of your mortgage indicate a limit of 1/12th of the annual escrow disbursement and therefore, you have contacted CMS to have the escrow cushion amount reduced; however, CMS has declined your request. Lastly, you allege that CMS did not offer you the option of paying the escrow shortage in order to avoid the increase to your monthly payment.
At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from ** *** *** (“***”) to CMS on or about October 2, 2015. At the time of the service transfer your loan was contractually current and due for the November 1, payment. While CMS began servicing the loan on October 2, 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 on November 6, 2015, an Escrow Analysis was completed. This Escrow Analysis was completed as part of the post service transfer requirements mentioned above. That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”). A copy is attached for your ease of reference. The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning February 1, and ending January 31, More specifically, the AEADS projected that your yearly county taxes would be $2,430.54, your yearly homeowners insurance premium would be $1,230.00, and your FHA insurance premium would be $563.28. Correspondingly, your total disbursements for your escrow cycle beginning February 1, and ending January 31, were calculated to be $4,The total projected escrow advances divided by twelve (12) equals $per month and represents the required escrow payment beginning February 1, 2016.
In addition, 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 which is over a twelve-month periodAdditionally, 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 ***.
In addition, it is important to note that RESPA is also referenced in the terms and conditions of your Mortgage, on page two, section two, under Monthly Payment of Taxes, Insurance and Other Charges, and we did not find any evidence to support your claim that limits CMS to a 1/12th escrow cushion. Attached for your ease of reference is a copy of your Mortgage
In light of the above, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning February 1, and ending January 31, The total escrow cushion that CMS may collect is $610.08. It is important to note that the 1/6th calculation does not include any FHA insurance portion for this purpose
For an explanation of the escrow shortage, please refer to the next section of the AEADS, below the Projected Escrow Activity from February 1, and ending January 31, and note the projected low point balance of $for October 16, 2016. Looking at the next column for the same date under “Required”, please note that the low point balance should be $(1/6th cushion). As such, CMS is collecting the difference between the projected low point balance of $and the $required low point balance, which equals -$139.59. This escrow shortage is being collected over a twelve (12) month period starting with the February 1, payment, resulting in a monthly shortage collection in the amount of $11.63. The following is a summary of the total payment amount beginning February 1,
Principal and Interest Payment $
Escrow Payment $
Escrow Shortage $
Total: $
On November 17, 2015, you called CMS and during this call you inquired about the monthly payment increase. The CMS Respresentative explained the increase was a result of the escrow analysis that had been completed on November 6, 2015, and also transferred the call to a CMS Escrow Account Specialist to explain the details of this escrow analysis. The CMS Escrow Account Specialist, explained in detail the AEADS dated November 6, 2015. The Escrow Account Specialist also informed you that you had the option of paying the escrow shortage in the amount of $in full, which would reduce your monthly payment by the escrow shortage payment of $11.63. The Escrow Account Specialist also provided you options to make this payment by mail, by phone or using the CMS website
Based on the foregoing, we conclude that the annual escrow analysis and payment adjustment were completed in accordance with RESPA and the established loan servicing policy and procedure for this FHA insured loan. It is important to note that the annual escrow analysis is required by law, and payment adjustments may be required from time to time to ensure proper accounting of escrow funds and also to insure sufficient funds for projected disbursement for the payment of taxes and insurance. As a result of our investigation we find no evidence of wrongdoing on CMS’s behalfWhile we understand you would have preferred a different outcome, we respectfully submit that the collection of the cushion is permitted by law and common within the mortgage industryTherefore, CMS will continue to comply with federal law and collect the allowable escrow cushion
As previously explained by the Esrow Account Specialist, you do have the option to pay your entire escrow shortage in fullPer the most recent analysis, your escrow shortage is $If you want to pay your entire escrow shortage, please call me at the aforesaid phone number so I may assist you with applying your payment to your account
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 *** ***, 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, *** *** *** *** ** *** or fax your correspondence to *** ***
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 *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time
Sincerely,
*** ***
*** ***
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, *** *** *** *** ** ***, or by calling ***. 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 ***
-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 *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-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-
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 *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY] As I stated previously and it clearly shows it was paid on the 16thminutes and seconds after the "cut off" time I've been a customer for many years and never had this type of probably until nowAnd now they're saying that the supervisor I spoke with didn't hang up on me and handled the call professionally? After I asked to speak with someone else multiple times? This is not acceptable from a consumers stanceIf they can't forgive the $late fee in Good faith, I'll be refinancing with another lender going forward Thanks for your time.
Regards,
*** ***

*** *** *** *** *** ** *** RE: Loan No.: *** Borrower: *** *** Property Address: *** *** *** *** *** ** *** Dear Mr***: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 June 15, 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 the complaint, you do not understand why CMS's online payment websitedoes not allow you to make additional payments directly against the principal balance of the loanwhich you assert is a requirementAdditionally, you claim that your loan does not contain apenalty for early payoff and that, by not accepting additional principal payments through itsonline payment website, CMS is intentionally attempting to ensure the maximum amount ofinterest is obtained during the life of the loan.While we sincerely regret the inconvenience it has caused that CMS's no-cost online paymentoption currently only allows for the payment of funds equal to the total amount due, we canassure you that CMS's online payment system is in compliance with applicable lawPlease notethat CMS is working to enhance the online payment system to allow borrowers greater paymentoptions.In the interim, you may make additional payments towards the principal balance by calling ourCustomer Service Department or through the regular mail to CMS at the following address:Carrington Mortgage Services, Attention Payment Processing, *** *** *** *** ***The Customer Service Department can be reached at *** ***, Monday throughFriday, 8:AM to 8:PM, Eastern TimeIf the payment is sent through the mail, pleaseinclude sufficient information to identify the account and that the additional funds are to beapplied to the principal.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loanand has also notified you of the payment options available to pay additional amounts towardsyour principal balanceWe trust that this communication addresses all of the concerns noted inthe complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:00AM to 5:00PM, Pacific Time.Sincerely, *** ***Customer AdvocateCC: *** *** (Revdex.com San Diego)

I am recently disabled and now on a fixed incomeI have been trying, unsuccessfully, to get a loan modification and Carrington is constantly “losing” paperwork I send themEvery time I call them (at least twice a week) they are missing something else I had already sent themThe customer service reps supposedly find and resubmit the missing paperwork, but Carrington still rejects the modification due to missing documents, that I have sent over and over again
This company only wants to take your houseThey say they want to help, but end up making excuses why they can’t
Do not do business with this company!

I have contacted Carrington on multiple occasions because I am a 100% disabled vet and in the State of *** I pay no property TaxI sent that paperwork to Carrington in October of and April when I received the tax bill for under the law I had to be living in the house on Jan 1st for me to be Tax exempt of that yearSo on Jan this I paid my mortgage of and I have since paid the same amount on timeOn approximately 07/05/I noticed the my mortgage jump rom to because of projected Property Tax which I will not pay for the state of *** and cleveand countyI again called carrington to say this is not what its supposed to happen and sent the paperwork gain to prove I will not pay property tax for 2016, but today I get a letter dated 07/21/of my escrow breakdown which still shows that I have this payment to what they consider a payment shortage, my escrow only includes principle, interest and insurance NO TAXES

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I believe that colelcting an escrow cushion is an unfair practice when it was not colleted by the lender with whom we obtained a mortgagrCarrington has horrible customer service, as every time that I call, I am on hold for + minutes before I am ablet o speak to a live personIn addition, the amount Carrington has calculated for our escrow cushion is incorrect because they had the wrong amount for our homeowner's insurance, and I have called twice to point this out in the past two weeks, and the new escrow analysis statement has still not been completed
Regards,
*** ***

July 5, Original response sent via regular mail *** *** *** *** *** *** *** *** ** *** RE: Loan
No.: *** Complaint No.: *** Borrower: *** *** Co-borrower: *** *** Property Address: *** *** ***, *** ** *** 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 via email on June 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 inquiry As you already know, our Customer Service Research Department originally received your inquiry on November 3, Please note that your initial inquiry raises the exact same issues as your current inquiryAccordingly, our Customer Service Research Department researched your loan and a response was sent to you via regular mail on December 7, For your reference, attached hereto as Exhibit “A” please find a copy of CMS’s response to your November 3, inquiry With regard to your account credit reporting, pursuant to federal law, CMS did not assess any type of late fees or report any delinquencies for the first sixty (60) days following the effective date of the service transferIn other words, your loan was transferred from *** *** ***, *** (“*** ***”) to CMS on October 2, As a result, CMS suppressed your account credit reporting for the months of October of 2015, November of 2015, and December of in connection with the service transfer of your loanAccordingly, on January 10, 2016, CMS reported your first account status and payment history to the credit reporting agencies (***, ***, and ***)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 4, 2016, CMS reported a thirty (30) day account delinquency on your January 10, credit report Additionally, our records indicate that your January 1, 2016, February 1, 2016, March 1, 2016, April 1, 2016, and May 1, mortgage payments were received after the month in which the payments became dueSpecifically, your January 1, mortgage payment was received on February 5, 2016, your February 1, mortgage payment was received on March 8, 2016, your March 1, mortgage payment was received on April 8, 2016, your April 1, mortgage payment was received on May 7, 2016, and your May 1, mortgage payment was received on June 2, For your reference and review, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions 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 behalfSpecifically, our records are clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, and has properly serviced your loan pursuant to the terms of your mortgage loan agreementMoreover, please know that CMS is obligated by federal law to provide timely and accurate credit reporting with regard to your account status and payment historyAs a result, we respectfully submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment historyConsequently, CMS respectfully denies your request to remove any prior delinquencies reported on your account to the credit reporting agencies and your request for compensation. Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you want to contact CMS regarding the administration of 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*** *** *** *** ** *** 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, *** ** *** 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, *** *** *** *** ** ***, or by calling ***. 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 *** -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 *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to *** -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- 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 *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***