Sign in

Carrington Mortgage Services LLC

Sharing is caring! Have something to share about Carrington Mortgage Services LLC? Use RevDex to write a review
Reviews Real Estate, Real Estate Agent, Mortgage Broker Carrington Mortgage Services LLC

Carrington Mortgage Services LLC Reviews (1449)

October 21, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Mr [redacted] : The [redacted] [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 30, 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 the amount you paid for your September 1, mortgage payment was short of the total amount dueYou go on to say that you called CMS and were advised that you could not make a payment for the difference until the initial payment was processedResultantly, a few days later, you called CMS and were advised that a late fee charge had been assessed to your account despite receiving a letter confirming that a late fee charge would not be assessed to your accountAs a result, your desired resolution is for a CMS supervisor or manager to return your phone call and waive your late fee charge 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 May 1, payment As a preliminary matter, CMS is happy to confirm that the late fee charge assessed to your account in the amount of $has been waived as a onetime courtesyOur records, as of the date of this correspondence, indicate that your loan is paid through October and next due for the November 1, payment in the amount of $1,For your reference, attached hereto as Exhibit “A” 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 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 bureaus as delinquentConsequently, we encourage you to remit your monthly mortgage payments to CMS on or before the due date to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment Moreover, we acknowledge that, during the period immediately after a recent transfer of loans, CMS experienced an unusually high volume of phone callsConsequently, although CMS strives to review all borrower requests within a reasonable timeframe, borrowers may have occasionally experienced infrequent delays while waiting to have their request reviewedPlease know that CMS is doing everything in its power to review all requests as quickly as possibleNevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced That said, please know that it is your responsibility to pay the correct mortgage payment amount on time each monthFailure to pay your monthly mortgage payment on or before the sixteenth (16th) of the month will result in a late fee charge assessed to your accountMoreover, 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 [redacted] Based on the foregoing, we find no evidence of wrongdoing on CMS’s behalfOnce again, mortgage payments received after the sixteenth (16) of the month will be assessed a late feeAs a result, we submit that the late fee assessed on your account was proper and assessed pursuant to the terms of your Mortgage In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] / -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

Problem: Carrington Mortgage has reported me to the credit reporting agency times in for late paymentsWhen in fact, their account team and my records show that I have not been late on ONE paymentAdditionally, Carrington Mortgage is collecting late fees when customers submit incorrect payment information onlineThey do not alert the customer that his information is incorrectYet they will record the payment and confirm it via letter and phoneOver days later they will charge a late fee when the error is foundThis is misleading to the customerCarrington does not alert the customer for over days when he has submitted payments online incorrectly and will not waive the late fee even though they did nothing to alert the customer that his payment information was wrongI have paid my account on time since I my mortgage was moved to Carrington.Desired Outcome: Waive the late fee and correct my credit report

August 19, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 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 your inquiry As we understand your complaint, you allege that CMS increased your monthly mortgage payment amount in order to collect an escrow cushion without sending you any type of notificationYou go on to say that the only notification you received was on July 27, advising you of your payment increase for the August 1, paymentConsequently, you want CMS to provide you with proper notification of any changes in your payment amount at least thirty (30) days in advance and to change the current payment increase effective date to September 1, instead of August 1, 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 May 1, payment Based on a review of your loan, our records indicate that on June 2, CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference, please find attached hereto as Exhibit “A” a copy of the June 2, AEADSThe purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August and ending July More specifically, the AEADS projected that your yearly county taxes would be $4,and that your yearly homeowners insurance premium would be $Correspondingly, your total disbursements for your escrow cycle beginning August and ending July were calculated to be $5, That said, 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 of the total annual projected escrow disbursements made during an escrow cycleAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at [redacted] Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August and ending July The total escrow cushion that CMS may collect is $ Based on the calculations from the June 2, AEADS, your low point escrow balance is $As a result, in order to reach a low point escrow balance of $904.56, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $Please note that your escrow shortage would have been collected over a twelve (12) month period starting with your August 1, paymentResultantly, that is the reason why your overall monthly mortgage payment increased from $1,to $1,Please further note that the June 2, AEADS was sent approximately sixty (60) days prior to the effective date of the payment increase Thereafter, our records indicate that on July 24, CMS reanalyzed your escrow account and sent you a new AEADSFor your reference, please find attached hereto as Exhibit “B” a copy of the July 24, AEADSThe purpose of the July 24, AEADS was to advise you of your new projected escrow shortageBased on the calculations, your new low point escrow balance is $instead of the previously calculated low point escrow balance of $As a result, in order to reach a low point escrow balance of $904.56, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $Please note that your escrow shortage will be collected over a twelve (12) month period starting with your September 1, paymentResultantly, that is the reason why your overall monthly mortgage payment decreased from $1,to $1,Lastly, please further note that the July 24, AEADS was sent approximately thirty-eight (38) days prior to the effective date of the payment decrease As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late chargeIn other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the monthMoreover, 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 mail 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 Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

March 29, [redacted] ** [redacted] RE: Complaint No: [redacted] Loan No.: [redacted] [redacted] Dear Mr***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on March 10, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you claim that CMS has not complied with your request to remove your phone number from the CMS refinance solicitation call campaigns In addition, you express concerns with a payment increase in the amount of $50.00, and also state that you believe this payment increase is a tactic to pressure you into refinancing your loan Upon review, our records show that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] N.A(“BOA”) to CMS on or about December 2, Please note that, while CMS began servicing the loan on December 2, 2016, 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 The records show that on January 5, 2017, you requested that your contact information be removed from the CMS Mortgage Lending solicitation campaigns That same day, the CMS Representative updated your loan on the CMS loan servicing system to show that you were opting out of solicitation calls Upon further review, CMS identified an internal system error Regrettably, this system error caused your loan to be included in the Mortgage Lending solicitation call campaigns after January 5, notwithstanding your request to be excluded Please be advised that your request to have your contact information removed from the CMS Mortgage Lending solicitation campaigns has been completed by CMS as of March 10, 2017, and you should no longer receive any solicitation calls going forward Upon further review, our records show that on January 31, 2017, 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 March 1, and ending February 28, More specifically, the AEADS projected that your yearly county taxes would be $2,697.70, and your yearly homeowners insurance premium would be $1, Correspondingly, your total disbursements for your escrow cycle beginning March 1, and ending February 28, were calculated to be $3,The total projected escrow advances divided by twelve (12) equals $per month and represents the required escrow payment beginning March 1, 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 http://portal.hud.gov/hudportal/HUD 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 March 1, and ending February 28, The total escrow cushion that CMS may collect is $ For an explanation of the escrow shortage please refer to the next section of the AEADS, below the Projected Escrow Activity from March 1, and ending February 28, and note the projected low point balance of $for February 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 of $640.10, which equals $ This escrow shortage is being collected over a twelve (12) month period starting with the March 1, payment, resulting in a monthly shortage collection in the amount of $ The following is a summary of the total payment amount beginning March 1, Principal and Interest Payment $Escrow Payment $Escrow Shortage $ Total: $ Based on the foregoing, we conclude that the annual escrow analysis and payment adjustment were completed in accordance with 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 Please be advised that CMS denies, generally and specifically, all claims and allegations of wrongdoing contained in your correspondence Nevertheless, we would like to take this opportunity not only to express our sincere apologies for any inconvenience that you may have experienced as a result of the Mortgage Lending solicitation call campaigns, but also to thank you for bringing this matter to CMS’s attention CMS is always looking for ways to improve service levels and your feedback is important us In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint You may contact CMS regarding the administration of this loan and may do so by calling our Customer Service Department at ###-###-####, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time In addition, you can also send written correspondence including inquiries and complaints about his mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.OBox 3489, Anaheim, CA or fax his 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, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling ###-###-#### Please include your loan number on all pages of 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 ###-###-#### 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- 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 P.OBox 3489, Anaheim, CA

Dear 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 28, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry.As we understand your complaint, you allege that your loan was recently transferred from [redacted] ***, [redacted] (“ [redacted] ***”) to CMSYou state that CMS has failed to report your loan timely and accurately to the credit bureausFurther in your complaint you vaguely alluded to an additional payment issue on your loan, and also state that CMS only provided you a billing statement for January As a desired resolution, you are requesting that CMS report your loan information to the credit bureaus.As a preliminary matter, the servicing of this loan was transferred from [redacted] to CMS on or about October 2, Attached for your ease of reference is a copy of the September 23, Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transferAt the time of the transfer your loan was contractually current and due for the October 1, payment in the amount of $Additionally, please further note that the Hello Letter specifically advised you that if your monthly payments were automatically deducted from your bank account, then that particular service would continue after the service transfer to CMS.In regard to your credit reporting, the Hello Letter made you aware that, while CMS began servicing the loan as of 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 acquisitionThis 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.We note here that in order to comply with RESPA guidelines, CMS suppressed the reporting of loan and payment information for the period of sixty days (60) following the service transfer of your loan to CMSTherefore the suppression of your credit was scheduled to end January 10, That said, due to the Revdex.com complaint received by CMS on January 28, 2016, in compliance with CFPB guidelines, CMS again suppressed the credit reporting on your loan for sixty (60) days which will expire on March 28, As a result, CMS will report your account status and payment history to the credit reporting agencies in April of 2016.A review of our records confirmed that at the time of the transfer your loan was set up for the auto draft payment option in the amount of $This payment consisted of your mortgage payment in the amount of $447,51, and an additional principal payment in the amount of $The payment is scheduled to draft on the 16th day of each month.That said, it was on October 7, that you spoke with a CMS representative to inquire about removing the additional principal payment in the amount of $The representative confirmed that you could in fact request that CMS remove the additional principal payment, by submitting your request in writing ten (10) business days before the next scheduled draft dateThe CMS representative confirmed that on that day you were nine (9) days from the scheduled drafting of your payment, and therefore could not alter the draft amount for the October 16, payment draftThe representative then provided you with the fax number [redacted] , in order for you to submit your request to the Customer Service Research Department.Later on October 27, you again spoke with a CMS representative to inquire as to how to change your auto draft payment option from a monthly draft to a bi-weekly draftThe CMS representative explained that you would need to submit an updated auto draft form to CMS and once again provided you with the fax number to submit your requestThe representative explained that you could print a copy of the needed form by accessing the Loan Servicing Website (“LSW’’)Further, at your request the CMS representative provided you your LSW Username, and reset your password in order for you to access the LSW.On November 4, you spoke with a CMS representative to explain that CMS was not reporting your loan to the credit reporting agenciesDuring this conversation the CMS representative began to explain the process to submit a credit correction and update dispute to the Customer Research Department, but you abruptly ended the call before the representative could further assist you to resolve this issueLater on this day, you again spoke with a CMS representative regarding the credit reporting on your loanThe CMS representative explained that CMS reports credit on the tenth (10th) day of each month.On November 25, you again spoke with a CMS representative regarded the credit reporting on your loanDuring this conversation the CMS representative specifically explained that due to the transfer of your loan CMS had suppressed the credit reporting on your loan to comply with RESPAThe representative then confirmed that the reporting on your loan would in fact be reported on January 10, 2016.On January 13, you spoke with a CMS representative regarding the credit reporting on your loanYou again stated that your loan was not reporting to the credit bureausThe representative confirmed that CMS did in fact report your loan to the credit bureaus on January 10, The representative advised you to contact the credit bureaus to confirm the timeframe of their processingYou then abruptly ended the call.On January 28, CMS received your complaint filed with the Revdex.com and in compliance with the CFPB guidelines previously mentioned CMS suppressed the credit reporting on your loan until March 28, The next scheduled update to the credit reporting on your loan will be on April 10, 2016.With regards to your allegation the CMS did not provide you a billing statement, please find attached the billing statements issued to you by CMS from October to February 16, We note here that CMS utilizes a “Modified Bill and Receipt” method to generate monthly mortgage statements to borrowersBy utilizing this method of generating mortgage statements, CMS will typically generate and issue a mortgage statement to you at the time a payment is applied to your loanIt is important to note that only one statement will be generated and issued to you each monthIf a payment is received before the contractual due date, a mortgage statement will be issued on the first (1st) day of that monthIf a payment is not applied to your loan on or before the sixteenth (16th) day of the month, a mortgage statement will be automatically generated and issued on the eighteenth (18th) day of the month.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loanPlease be advised that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the loan status, payment history and loan informationAfter a careful review of the account, CMS has determined that CMS properly suppressed the credit reporting on your loan in compliance with RESPA and CFPB guidelines.Consequently, CMS categorically denies any insinuation that we have not serviced your loan properly or pursuant to applicable lawsNevertheless, 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 [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 8:AM to 5:PM, Eastern Time.Sincerely, [redacted] ***Customer AdvocateCC: Revdex.com

Recently Carrington Mortgage Services sent me a refund checkThe check had no explanation on what it was for so I figured I had overpaid since they had not sent me a statement for that monthI asked my wife to log onto the account to see what the refund check was for but Carrington had locked out my account At the time, I did not think much of it until after two months I still had not received a statementAt this time I decided to call CarringtonThey said they locked me out of my account for inactivity and stop sending me payments because they thought my address was wrongI’ve been at the same house since and they have been sending my statements to this address since they started handling the accountSince they locked me out of my account and stopped sending me statements I got two months behind and am now getting threatening calls from CarringtonDuring the most recent call they insinuated that it was all my fault that they locked me out of my account and stop sending

January 27, [redacted] RE: Complaint ID No.: [redacted] Loan No.: [redacted] Borrower’s Name: [redacted] Property Address: [redacted] Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 6, 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 this complaint, you claim that after this loan was paid off in June 2015, there was an escrow surplus remaining on the loan, and when CMS disbursed the escrow refund check, it was issued in the wrong name You go on to say that the check should be made out to you as you are the current owner of the property, and that you have made numerous efforts to resolve this matter with CMS by telephone and by mail to no avail You indicate that the CMS Representatives have informed you that you are an unauthorized third party and, therefore, CMS is unable to discuss this loan with you You also state that CMS has not responded to your correspondence, which included documentation that shows you are the current owner of the property Lastly, you express concerns and dissatisfaction with the level of customer service you have experienced during your contacts with CMS, and you state that the CMS representatives were not helpful and have refused your requests to speak with a manager As a preliminary matter, please note that on January 4, 2016, CMS received the requested documentation needed to add you ( [redacted] ***, formally known as [redacted] ) as an authorized third party for this loan, and this information was updated in the account record that same day Upon review, our records show that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“***”) to CMS on or about November 4, At the time of the service transfer this loan was showing due for the November 1, payment On January 7, 2015, you contacted CMS and during this call the CMS Representative informed you that you were not an authorized third party on the loan You indicated that you had sent CMS copies of the death certificate and a copy of a quitclaim deed showing the property ownership had transferred to you The CMS Representative informed you that CMS needed the Executor of Estate information and documentation such as a letter of testamentary, letter of administration, or certificate of appointment The records show that no response was received to this request by CMS On June 9, 2015, CMS received a payment in the amount of $601.48, and this payment was applied as a payoff on this loan that included $to principal, $to interest, and $for recording fee Subsequently, on June 24, 2015, CMS disbursed the escrow account balance of $1,281.27, and the check was issued to the [redacted] *** Subsequently, on July 1, 2015, you called CMS, and during this call the CMS Representative informed you that you were not listed as an authorized third party and that therefore CMS could not discuss the loan with you You explained that the borrower had passed away and that the property ownership had been transferred to you The CMS Representative informed you of the required documentation needed in order to add you as an authorized third party on the loan On July 14, 2015, CMS received a copy of the death certificate for the borrower of record and a copy of a quitclaim deed that showed the ownership of property had been transferred to you on August 4, However, the required survivorship documentation was not included with this information Therefore, on July 20, 2015, CMS sent you a letter that informed you of additional information needed to satisfy your request Attached for your ease of reference is a copy of this letter On July 21, 2015, you called CMS, and during this call the CMS Representative informed you that you were not listed as an authorized third party and therefore CMS could not discuss the loan with you On December 28, 2015, CMS received correspondence from you that included information and documentation regarding the borrower’s estate Subsequently, on January 4, 2016, CMS added you to the loan as an authorized third party On January 26, CMS confirmed that the previous escrow refund check dated June 25, 2015, in the amount of $1,281.27, check number 49164, had not been negotiated, and therefore, a stop payment was placed on this check CMS will disburse a replacement check for the escrow refund in the amount of $1,shortly, and the check will be sent to you via separate mail In addition, the check will be made payable to the “ [redacted] ***” Please note that the check can be negotiated by the executor of the estate Based on the foregoing, we conclude that CMS has complied with the established unauthorized third party policies and procedures, and applicable law and regulations Furthermore, CMS is unable to acknowledge you as an obligor on this loan, as you did not formally assume this loan obligation after you acquired title to the property Therefore, your request to have the escrow refund check made payable to you must be declined Nevertheless, we acknowledge that CMS missed an opportunity to allow you to speak with a manager when you called CMS, and would like to take this opportunity not only to express our sincere apologies, but also to thank you for bringing this matter to CMS’s attention CMS is always looking for ways to improve service levels and your feedback is important us 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, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8: p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC *** -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** Texas: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted] *** A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted]

July 10, Original sent via regular mail [redacted] RE: MLD Loan No.: [redacted] Complaint No.: [redacted] Property Address: [redacted] Dear Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“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 we understand your complaint, you allege that CMS postponed your closing date on three (3) different occasions You go on to say that you provided all necessary documents and do not understand why CMS requested additional documents from youLastly, you state that CMS has been unprofessional and untimely throughout the loan approval processConsequently, you want CMS to approve your loan as soon as possible As a preliminary matter, our records indicate that your loan was approved by CMS on June 18, and funded on June 19, Please note that your mortgage broker, [redacted] ***., was notified via email of the approval and funding on the aforesaid dates That said, our records indicate that CMS did request additional documentation from you during the loan origination processOn May 1, CMS requested a signed letter from [redacted] verifying that the buyer had complete access to the joint accounts/assets Our records indicate that we did not receive that document until May 16, Additionally, CMS requested updated paystubs from you and we received that documentation on June 5, Lastly, the property appraisal CMS received was incomplete and the property condition needed to be clearedPlease note that CMS was able to obtain a revised appraisal and cleared the property condition on June 11, On June 15, the loan application was sent to our underwriting team and your loan was approved on June 18, While we regret that CMS was unable to approve your loan as quickly as you desired, we believe the record is clear that CMS was professional and as timely as possible with the entire loan approval processWe acknowledge that, during the period that you applied for a loan, CMS experienced an unusually high volume of applicationsConsequently, although CMS strives to review as many loan applications as possible, customers may have occasionally experienced infrequent delays while waiting to be approvedPlease know that CMS did everything in its power to review and approve your loan within a reasonable timeframeNevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced 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 July 10, Original sent via regular mail [redacted] RE: MLD Loan No.: [redacted] Complaint No.: [redacted] Property Address: [redacted] Dear Mr [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“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 we understand your complaint, you allege that CMS postponed your closing date on three (3) different occasions You go on to say that you provided all necessary documents and do not understand why CMS requested additional documents from youLastly, you state that CMS has been unprofessional and untimely throughout the loan approval processConsequently, you want CMS to approve your loan as soon as possible As a preliminary matter, our records indicate that your loan was approved by CMS on June 18, and funded on June 19, Please note that your mortgage broker, Progressive Lending Solutions, Inc., was notified via email of the approval and funding on the aforesaid dates That said, our records indicate that CMS did request additional documentation from you during the loan origination processOn May 1, CMS requested a signed letter from [redacted] verifying that the buyer had complete access to the joint accounts/assets Our records indicate that we did not receive that document until May 16, Additionally, CMS requested updated paystubs from you and we received that documentation on June 5, Lastly, the property appraisal CMS received was incomplete and the property condition needed to be clearedPlease note that CMS was able to obtain a revised appraisal and cleared the property condition on June 11, On June 15, the loan application was sent to our underwriting team and your loan was approved on June 18, While we regret that CMS was unable to approve your loan as quickly as you desired, we believe the record is clear that CMS was professional and as timely as possible with the entire loan approval processWe acknowledge that, during the period that you applied for a loan, CMS experienced an unusually high volume of applicationsConsequently, although CMS strives to review as many loan applications as possible, customers may have occasionally experienced infrequent delays while waiting to be approvedPlease know that CMS did everything in its power to review and approve your loan within a reasonable timeframeNevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced 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

June 6, 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 9, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that CMS has consistently called you each month with regard to the collection of your mortgage payments prior to the payment due dateAlso, you state that CMS has sent you foreclosure notices and added excessive fees to your accountAs a result, you feel that CMS’s actions in servicing your account are unprofessional, improper, and threateningYou go on to say that you sent a mortgage payment to CMS and that it was returned to youNotwithstanding the payment that CMS returned to you, you state that you sent additional mortgage payments to bring your loan currentConsequently, your desired resolution is for CMS to cease the foreclosure action, update your credit report with the credit reporting agencies, remove any fees that may have been assessed to your account, and to provide you with a payment history As a preliminary matter, please accept this correspondence as confirmation that CMS did not refer the property to foreclosureAs of the date of this correspondence, your payment history reflects that your loan is current through April of and due for both the May 1, and June 1, mortgage payments On February 23, 2016, CMS sent you a Notice of Intent to Foreclose (“NOI”)The purpose of the NOI was to advise you that your loan was in default and due for the January 1, through February 1, mortgage paymentsAdditionally, the NOI advised you that in order to cure the loan delinquency a payment in the amount of $1,was required, minus an unapplied funds credit balance in the amount of $ Furthermore, please note that the NOI also advised you that subsequent payments, late charges, and other fees would be added to the reinstatement amount as they became due and assessed to your loanPlease be further advised that the NOI is a system generated letter that is issued for every loan that has become past due for more than thirty-one (31) days and is required by law prior to any initiation of a foreclosure proceedingLastly, please note that CMS’s intent in providing customers with an NOI is solely to comply with applicable law, attempt to make arrangements to resolve the delinquency, and to provide our customers with information regarding the consequences if they fail to cure their delinquencyFor your records, attached hereto as Exhibit “A” please find a copy of the NOI that CMS sent you on February 23, via regular and certified United States Postal Service (“USPS”) mail On April 5, 2016, CMS received a payment from you in the amount of $That same day, CMS returned the payment to you because it was short of the total amount required to bring your loan currentFor your reference, attached hereto as Exhibit “B” please find a copy of the April 5, Payment Rejection Letter Subsequently, on April 6, 2016, CMS sent you a Pre-Foreclosure Notice (“PFN”)The purpose of the PFN was to advise you of the delinquent status of your loan, to advise you that foreclosure proceedings might be initiated, and to provide you with our contact information should you have any questions or concerns with regard to the notice or your account statusAdditionally, the PFN advised you of several foreclosure prevention alternatives that may still be available to you should you want to apply for mortgage assistanceFor your reference, attached hereto as Exhibit “C” please find a copy of the April 6, PFN With regard to your mortgage payment in the amount of $1,640.56, our records indicate that CMS received your payment on April 18, At the time that CMS received your payment, your account was delinquent and due for the January 1, mortgage paymentThat same day, CMS combined your payment in the amount of $1,with your unapplied funds credit balance in the amount of $for a total balance of $2,Of that total amount, CMS applied $to your January 1, mortgage payment, $to your February 1, mortgage payment, and $to your March 1, mortgage paymentAfter applying the aforesaid payments, your account became due for the April 1, mortgage payment and your unapplied funds credit balance decreased to $ On May 7, 2016, CMS sent you another NOIThe purpose of the NOI was to advise you that your loan was in default and due for the April 1, through May 1, mortgage paymentsAdditionally, the NOI also advised you that in order to cure the loan delinquency a payment in the amount of $1,was required, minus an unapplied funds credit balance in the amount of $For your records, attached hereto as Exhibit “D” please find a copy of the NOI that CMS sent you on May 7, via regular and certified USPS mail Thereafter, on May 23, 2016, CMS received a payment from you in the amount of $That same day, CMS applied your payment to the April 1, mortgage paymentAs a reminder, your account is current through April of and due for the May 1, and June 1, mortgage payments in the amount of $1,427.04, late charges in the amount of $186.64, and uncollected fees in the amount of $for a total amount due of $1,For your reference and review, attached hereto as Exhibit “E” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions As it pertains to the phone calls you allege to have received from our office, please note that it is not CMS’s intent to be threatening or invasiveOur calls are intended solely to provide you with a courtesy reminder that your mortgage payment is due in an effort to assist you to avoid a late charge and other adverse consequences of delinquencyNevertheless, CMS sincerely apologizes for any perceived unprofessional customer service you believe you may have received during your phone conversations with our office Please further note 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 charge will be assessed to your account pursuant to the terms of your mortgage loan agreementAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent In closing, we would like to take this opportunity to remind you that CMS continues to offer several no-cost mortgage assistance programs that are designed to assist borrowers with their mortgageTo the extent that you are experiencing a financial hardship and cannot afford your monthly mortgage payment, CMS strongly encourages you to visit our website to explore the mortgage assistance opportunities that may be available to you by visiting [redacted] or by calling our Home Retention Department to speak with a representative at [redacted] , Monday through Friday, from 7:00AM to 5:00PM, Pacific Time Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalfContrary to your allegations, our records are clear that CMS has properly serviced your account pursuant to the terms of your mortgage loan agreement and in accordance with applicable law and program guidelinesMoreover, our records are clear that all of the fees assessed on your account are proper and validFurthermore, 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 submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment historyCorrespondingly, CMS respectfully denies your request to remove any fees assessed to your account or any account delinquencies reported to the credit reporting agencies Finally, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of 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] *** ARKANSAS Arkansas Residents Only: Carrington Mortgage Services, LLC ('CMS') is licensed with the Arkansas Securities DepartmentYou may file complaints about CMS with the Arkansas Securities Department (Department) at [redacted] , [redacted] , [redacted] ***, [redacted] ***You may obtain further information by calling the Department's general information number at [redacted] or toll-free, [redacted] or faxing the Department at [redacted] or visiting the Department's website at [redacted] For a list of standard or common loan servicing fees charged by CMS, please visit the CMS website at [redacted]

My mortgage was sold from [redacted] to Carrington MortgageIn October I notified Carrington Mortgage that I changed homeowner insurance company and no longer wanted it added to my mortgage payment (escrow) as I was now paying independentlyCarrington had already paid the previous insurance company in full (by days) and instructed me that I needed to refund the whole amount - which I didI contacted the previous holder of insurance and received a check and provided that to CarringtonI was also told by Carrington that in order to have the insurance payment removed from my monthly mortgage I would have to send a written letter to the escrow department requesting the payment be removed from my monthly mortgage - which I also did on March 18th [redacted] also sent Carrington notification of the change and the binder etc in October 2017, when the change initially took placeToday I spoke with “***” who verified they had the letter and the payment but said it mus

Theresa [redacted] was very helpful and very informativeFor this being me and my wifes first home she was very helpful, and answered all of our questions

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [I have read all of the legal terms used in the letter from Carrington Mortgage Services It's the same as all websites that I make purchases on Like I stated, the document shows that the payment was entered/submitted on April Thats the date that should be reflected on my account It's not my fault their system is antiquated but I am being punished for itAll other companies that I have made purchases on have updated their system to not allow this type of misinformation The process is confusing and I am not trusting of this companyUntil my credit report reflects the submission date and the bad mark is removed I will not close this complaintI will also move on to my social media platform where I have a large following I will make sure the public knows about the scam and bad business practice that Carrington Mortgage Services operates on I have also attached my screenshot that shows the payment was submitted on April 30th, therefore misleading, it doesn't say anywhere on the submission that I will not get credit for the submission.] Regards, [redacted] ***

January 8, [redacted] RE: LoanNo.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Mrs [redacted] :The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com regarding the above-referenced loanreceived in our office via email on December 11, CMS is committed to responsiblelending and servicing and we would like to address any concerns you may haveThe followingis our response to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this loan transferred from Bank of America("BOA") to CMS on or about August 2, Attached for your ease of reference is a copy ofthe August 2, Notice of Service Transfer ("Hello Letter") sent to you by CMS that notifiedyou of the service transferAt the time of the service transfer your loan was contractuallycurrent and showing due for the August 1, payment.It is important to note, that while CMS began servicing the loan as of August 2, 2014, the RealEstate Settlement Procedures Act ("RESP A") at USC § 2605( d) prevents CMS from treatingany payment as late for any purposes until the expiration of sixty days after the effective date ofthe servicing acquisitionThis RESPA sixty day period expired at the end of business onOctober 2, 2014.It is important to note that CMS transmits loan and payment data to the major credit reportingagencies on or about the tenth day of the following monthBecause the RESP A sixty day periodexpired on October 2, 2014, the information CMS reported on or about November 10, forthe month of October is also required to be suppressedWe are able to confirm that CMSwas scheduled to begin reporting loan and payment information to the major credit reportingagencies on or about December 10, for the month of November 2014.On December 2, 2014, you contacted CMS and explained that you were actively in the processof refinancing your loan and that CMS's credit reporting was causing delays with your refmanceprocessThe CMS representative explained that in order to dispute any credit reporting made byCMS, you would need to send a written request to CMS and provided you with the fax numberto CMS' s Customer Service Research Department.On December 8, 2014, CMS received a written inquiry from you disputing the loan and paymentinformation that CMS had not yet reported to the major credit reporting agenciesPursuant toCMS's credit reporting procedures, CMS appropriately issued you the attachedacknowledgement letter and suppressed the credit reporting on your loan for a period of sixtycalendar daysThis resulted in CMS suppressing the loan and payment information for themonth of November which was scheduled to be reported on December 10, 2014.On December 18, 2014, you contacted CMS and requested that CMS complete a Verification ofMortgage form ("VOM") to continue with your refinance processThe CMS representativeprovided you with the fax number to send in the VOM form and provided you with the normaltum-around time of three to five days.That same day, your Authorized Third Party ("ATP"), MrThomas [redacted] contacted CMS.During this phone conversation, Mr [redacted] requested that CMS contact MrDevin Murray withGulf State Financial Mortgage on a conference callCMS then contacted MrMurray whoagreed to send CMS the VOM form which CMS received that dayLater that day, CMScompleted the attached VOM and faxed it to MrMurray at (205) 588-On January 2,2015, CMS received funds for the purpose of a full payoff of your loanAs of the date of thisletter, your loan is showing paid off in full.Based on the foregoing, we believe the record is clear that CMS has properly suppressed thereporting of loan and payment information for your loanShould you wish to further discuss anyaspect of your loan, we encourage you to contact our Customer Service Department at (800) 561-for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at (866) 874-5017, Monday throughFriday, 8:AM to 5:PM, Eastern Time.Sincerely, [redacted] Customer AdvocateCC: Revdex.com

September 22, [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Property Address: [redacted] Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 3, CMS is committed to responsible lending and servicing and we would like to address your current concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand your complaint, you claim that at the time you purchased the property at [redacted] in 2010, your monthly payment with [redacted] was around $and that your payment increased to $with the prior servicerYou go on to state that after CMS acquired the servicing of your loan in the latter part of your payment increased to $and that you have recently received notice that in October 2015, your monthly payment will increase to $You are requesting an explanation of the increase to your escrow account since your loan has been serviced by CMS as your taxes have remained the same and there has been only a slight increase in your preferred homeowners policy We have completed a review of the loan and due to the transfer of your loan on October 2, from JP Morgan Chase to CMS; CMS is required to analyze the escrow account within the first sixty (60) days of the servicing transferOur records reflect the loan was analyzed on November 21, and the anticipated monthly escrow payment went from $to $which included the monthly escrow shortage payment of $The new payment divided the projected tax payment of $1,101.52, the projected hazard payment of $and the projected shortage of -$over a twelve (12) month period for a scheduled monthly escrow payment of $and a projected shortage payment of $The projected shortage took into account the required cushion amount of $and the anticipated shortfall of -$The required cushion was based on one twelfth (1/12th) of the required balance of one month’s escrow paymentFor your ease of reference I have included a copy of the Annual Escrow Account Disclosure Statement (“AEADS”) for your review 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 (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amountAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of 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] On November 3, 2014, our records indicate we paid $1,to [redacted] County for your taxesAfter the payment of your taxes, the balance in your escrow account was negative -$ On April 09, 2015, our records indicate we paid $to [redacted] for your preferred homeowner’s insurance policyCheck number [redacted] was issued on April 10, to your preferred insurance carrierAfter the payment of your preferred homeowner’s policy the balance in your escrow account was negative -$The policy paid on April 09, was processed in error and we have confirmed with [redacted] the funds were returned back to you as of April 20, On May 15, 2015, our Insurance Department received notification there was an increase in your preferred homeowner’s policyYour preferred homeowner’s insurance policy increased from $to $The same day a disbursement of $was issued for payment of the policy to [redacted] Check number [redacted] was issued on May 16, for your preferred policyAfter the payment of your preferred homeowner’s policy the balance in your escrow account was negative -$ On August 25, 2015, CMS analyzed your escrow account as part of the annual requirement ensuring the projected monthly escrow payment is calculated accurately based on the tax and insurance disbursements along with capturing any anticipated shortageThe annual analysis adjusted the anticipated monthly escrow payment from $to $232.53, which includes the monthly escrow shortage payment of $The new payment divided the projected tax payment of $1,101.52, the projected insurance payment of $and the projected shortage of -$The projected shortage took into account the required cushion amount of $and the anticipated shortfall of -$Due to the duplicate payment of your preferred homeowner’s policy the anticipated shortfall in the escrow account increased even though your taxes remained the same and your preferred homeowner’s policy had a slight increase of $for the yearPlease note that CMS anticipated a higher cushion for this analysis due to the change in the escrow cushion from one twelfth (1/12th) to one sixth (1/6th) or two month’s escrow paymentsFor your ease of reference I have included a copy of the AEADS for your review In closing, the payment of the insurance premium of $on April 9, contributed to the anticipated shortfall in the escrow account of -$605.25, along with the change in the required cushion in your escrow account to $for a total projected shortage of -$ Lastly, if you feel this payment is unaffordable you may contact our Customer Service Department at [redacted] , between the hours of 8:AM to 8:PM, Eastern Time to request the escrow shortage to be spread over monthsIf spreading the shortage is still unaffordable, we encourage you to complete the attached home retention application which can be submitted directly to our Home Retention Department, via email at [redacted] or via fax at [redacted] for further consideration We trust this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** 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] ***

Unfortunately, I still have not received any response from Carrington I honestly cannot believe that I am still dealing with this awful, deceitful and dishonest company Since [redacted] transferred my loan to Carrington, I have had nothing but issuesPer the attached CFPB complaint dated 04/29/18, Carrington has repeatedly acted in Bad Faith and misrepresented themselves As you can see, in February 2018, Carrington contacted me and promised to waive the differed interest, if I streamlined my loan with them After speaking with ***, it was determined that Carrington’s promises were completely fabricated as there is no way to “waive” the differed interest under this government program As a result, $27,was issued to Carrington on 06/26/to satisfy the loan modification deferred interestHere we are, six months later and Carrington still has not released the funds to ***? And now I am accruing interest and fees on a loan that should have been paid in full six months ago? How is this fair? Your notice dated 11/19/indicates that if I make or provide any or fraudulent statements, representations or evidence, I may be liable for criminal penalties At what point will Carrington be held liable for their misrepresentations? They should be assessed criminal penalties They are supposed to be the subject matter experts yet the information they provided me, IN WRITING, was completely and inaccurate And to date, they still have not responded to me regarding loan payoffAny assistance or recommendations you have would be greatly appreciated

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 application received in our office via email on October 14, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry.As we understand the complaint, you state that CMS agreed to provide you with credit monitoring service for two years at no cost to you; however, you claim that you have not yet received the credit monitoring service from CMS.A review of our records found that CMS issued you the attached letter dated October 15, that furnished you with information to enroll in the “Credit Watch GOLD” credit monitoring and theft protection service provided by Equifax at CMS’s expense.CMS would like to point out that while CMS has previously agreed to provide you with a complimentary two year credit monitoring service, CMS has taken the necessary steps to enroll you in the above referenced credit monitoring service for a period of five years as an expression of CMS’s commitment to the highest standards of customer satisfactionCMS would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced due to any perceived delay in providing you with this credit monitoring service.We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact [redacted] , Vice President of Administration with CMS’s Mortgage Lending Division at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Eastern ***e

September 9, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Mr [redacted] : The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on August 18, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that your loan was recently transferred from [redacted] (“***”) to CMSYou go on to say that CMS has incorrectly applied all of your mortgage and principal curtailment payments since the effective date of service transferYou claim that while you have clearly indicated on the payment coupons how you want your payments applied, CMS has consistently failed to apply your payments as you specifiedAs a result, you want CMS to correctly apply all of your mortgage and principal curtailment payments as of the dates received, waive any late fees assessed since the effective date of service transfer, and to remove any negative delinquencies that may have been reported to the credit bureaus At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, At the time of the service transfer your loan was contractually current and next due for the May 1, payment As a preliminary matter, please accept this correspondence as confirmation that all of your mortgage and principal curtailment payments have been corrected since the effective date of service transferAdditionally, any late fees assessed or negative delinquencies reported to the credit bureaus have been waived or correctedFor your reference, attached hereto as Exhibit “A” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions confirming the aforesaid That said, CMS sincerely apologizes for inadvertently applying your principal curtailment payments as regular monthly payments and for any inconveniences you may have experienced as a result Moreover, as of the date of this correspondence, CMS is happy to confirm that you now have the ability to make your monthly mortgage payment and an additional payment to your principal or escrow balance via CMS’s online payment website on or after the monthly payment due dateIf you want to make your monthly mortgage payment before the due date you have the option to submit your payment via the online payment websiteIf you want to make your monthly mortgage payment and an additional payment to your principal or escrow balance before the due date, please note you will only be able to pay the total amount due for the monthly mortgage payment and you may submit an additional payment towards your principal or escrow balance the following business day not to exceed the amount of $1,by entering that specific amount under the “other” category on the online payment website Furthermore, you also have the ability to make a payment towards your principal balance by mailing a personal or bill pay check not to exceed the amount of $10,If you want to make a payment towards your principal balance greater than $10,000.00, please make certain to send certified funds such as a money order or cashier’s checkYou may send your personal checks, bill pay checks, or certified funds directly to our Cashiering Department at Carrington Mortgage Services, LLC, Attn: Cashiering Department, [redacted] Additionally, please note that CMS does offer an auto draft payment optionThis option provides you with the ability to choose the date or frequency you want CMS to draft your monthly payment, including the ability to add any desired additional principal amount or additional escrow amount to the monthly principal and interest paymentFor your reference, attached hereto as Exhibit “B” please find a copy of CMS’s Auto Draft Authorization (“ADA”) form Please further note that a copy of the ADA form may also be found on our website along with all other available payment options and applicable fees (if any) by visiting https://carringtonms.com If you are interested in enrolling in auto draft, the complete, original form may mailed to Carrington Mortgage Services, LLC, [redacted] or a scanned copy can be faxed to [redacted] In closing, your loan is contractually current and next due for the October 1, payment in the amount of $As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late chargeIn other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the month Lastly, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

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 December 4, CMS is committed to responsible lending and servicing and wewould like to address any concerns you may haveThe following is our response to the issue(s)raised in your inquiry.As we understand your complaint, you state that you called CMS to inquire about a $feewhich was included in your mortgage statementFurther, you state that in speaking to ourCustomer Service Department, CMS confirmed that the fee was associated with a propertyinspection completed on your homeYou then state that when you requested that the inspectionfee be waived, CMS declined your requestAs a result, your desired resolution is for CMS toapologize for assessing the inspection fee, refund the $inspection fee assessed to youraccount, and issue refunds to all other borrowers that were assessed a fee under suchcircumstances.As a preliminary matter, the servicing of this loan was transferred from [redacted] ("***") to CMS on or about October 2, Attached for your ease of reference is acopy of the September 23, Notice of Service Transfer ("Hello Letter") sent to you by CMSthat notified you of the service transferAt the time of the service transfer, your loan wascontractually due for the October 1, payment in the amount of $991.61.Please note that on October 10, 2015, CMS sent you a Natural Disaster Declaration Letter("NDDL") which confirmed that our office was notified by the Federal Emergency ManagementAgency ("FEMA") that your zip code where your property is located was impacted by a naturaldisasterFor your knowledge, please note that CMS does not assess any late fees or report anynegative credit reporting to the credit agencies during the disaster declaration periodEnclosedplease find a copy of the NDDL for your ease of reference.On November 4> 2015, CMS ordered a property inspection to determine whether the propertywas impacted by any severe weather and to protect the security interest in the propertyA copyof the property inspection invoice is attached for your ease of referenceAt the time thisproperty inspection was ordered, your property was recognized as being located in a federallydeclared disaster area.A review of our records confirmed that due to an inadvertent error, on November 20, CMSassessed your loan a property inspection fee in the amount of $15.00.On December > you spoke with the Customer Service Department to inquire regarding theproperty inspection feeThe CMS representative confirmed that a property inspection fee wasassessed to your loan, but> despite her best efforts, failed to realize it had been assessed in error.Therefore, our records indicate that the CMS representative declined your request to waive theproperty inspection feeOn December 9, 2015, you scheduled a payment on the CMS LoanServicing Website in the amount of $1,That same date, CMS applied $to yourDecember 1, payment, $towards the property inspection fee, $towards yourprincipal balance, and $towards your escrow accountThe next day, on December 10,2015, CMS reapplied the additional principal and escrow payments as an escrow payment in theamount of$and a $principal payment.As a result of our investigation, CMS has agreed to reverse the $fee from your loan andapply it to your unapplied funds credit balanceWe would like to thank you for bringing thismatter to our attention, and ask that you accept our sincerest apologies for any inconveniencesyou may have experienced as a result of this inadvertent error.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at [redacted] , Monday throughFriday, 8:00AM to 5:00PM, Eastern Time[redacted] ***Customer AdvocateCC: Revdex.com

December 9, [redacted] RE: Complaint No: [redacted] Loan No.: [redacted] Property Address: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on November 16, 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 for reversing your October 1, payment on November 3, In addition, you claim that CMS did not properly notify you of this reversal or the reason for the reversal You go on to say that this reversal caused the due date of your loan to be rolled back by one month causing your loan to show delinquent You indicate that when you called CMS to discuss this matter the CMS representative was not helpful and did not provide you with an acceptable explanation for this reversal, and when you requested to speak to a Supervisor you were informed that Supervisors did not take customer calls Lastly, you express concerns and dissatisfaction with CMS and the poor customer service experience you have had during your communications with CMS At the outset, please note that the servicing of this U.SDepartment of Agriculture (“USDA”) insured loan transferred from [redacted] (“***”) to CMS on or about October 2, Attached for your ease of reference is a copy of the October 6, Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer Upon review our records show that at the time of the service transfer your loan was showing contractually current and due for the November 1, payment Prior to the service transfer your prior servicer (“***”) had credited your loan with two payments on October 1, One payment was in the amount of $1,and this payment was applied to your September 1, payment The other payment was in the amount of $1,and this payment was applied to your October 1, payment in the amount of $1,238.53, with $applied to late fees On October 18, 2014, CMS sent you a billing statement that indicated your loan was next due for the November 1, payment Subsequently, CMS received additional monthly payments from you beginning November 1, Below for your ease of reference is a payment summary that shows payment transactions on your loan from May 20, to October 15, On November 3, 2015, CMS received notification from your prior servicer (“***”) that the payment that had been posted to your loan on October 1, in the amount of $1,271.44, which was an Automated Clearing House (“ACH”) transaction, had not been paid by your bank and therefore, this payment needed to be reversed CMS completed the reversal that same day It is important to note that CMS had to reverse the payments posted to your loan from October 15, to October 1, to properly complete the required reversal of this payment, and roll the due date back from November 1, to October 1, After the reversal of this payment was completed, CMS reapplied your payments that were received from November 1, to October 15, to your loan respectively For your ease of reference, below is a payment summary that shows these payment transactions After the payment reversals and reapplications were completed on your loan, applicable fees were assessed to your loan which included late fees, Nonsufficient Funds (“NSF”) check fee, and uncollected escrow shortage Below is a breakdown of these fees for your ease of reference Late Fees: $ ACH/NSF Fee $ Uncollected Escrow Shortage: $ Total: $ On November 10, 2015, you called CMS and during this call you indicated that your loan should be due for the December 1, payment and not November 1, 2015, as you had paid the November 1, payment on October 15, In addition, you expressed concerns with the payment information reflected on your CMS website online account, which showed seventeen (17) payment transactions your loan dated November 3, The CMS Representative informed you that the payment transactions were part of a reversal for your October 1, payment which had not been paid by your bank You requested to speak to a supervisor, and the CMS Representative placed the call on hold to seek an available Supervisor Regrettably, when she returned to the line, the call disconnected Subsequently, on December 4, 2015, you spoke to CMS Supervisor [redacted] , and during this call you expressed your concerns with the November 3, payment reversals, and also indicated that you had received poor customer service by CMS Mr [redacted] explained about the October 1, payment in the amount of $1,had been reversed because your prior servicer (“***”) had notified CMS that this payment had not been paid by your bank You indicated that CMS did not provide you with any notification regarding the reversal and you also expressed concerns that a reversal for a payment made over a year ago would just now be addressed by CMS Mr [redacted] apologized to you for the inconvenience you have experienced in this matterMr [redacted] also encouraged you to send CMS any proof such as banking information that showed the aforementioned payment had cleared your bank so that CMS could research further and respond appropriately On December 8, 2015, I had the pleasure of speaking with you, and during this call I informed you that I was in the process of completing my review and investigation of this matter, and would be providing you with a written response within the next couple of days In addition, I explained that I was waiting for some pertinent information from your prior servicer regarding the October 1, payment You expressed the same concerns that you previously mentioned to Mr [redacted] , and I expressed my sincere apologies that your recent CMS customer service experience had not been to your satisfaction I thanked you for your feedback, and assured you that our CMS Customer Service Management team would address accordingly You mentioned that you did not believe that the aforementioned payment had been returned by your bank unpaid I encouraged you to send CMS proof from your bank that supported this claim and I would insure immediate review and resolution However, you indicated that you did not have the banking information for that period in time, and could not obtain any information from the banking institution, as you had closed that particular bank account and no longer had access to that bank account information Based on the foregoing, we conclude that during the time that your loan was showing that the contractual due date was current, and also after the reversal of the NSF payment of October 2014, CMS serviced your loan in accordance with the terms and conditions of your Note, and in compliance with applicable policies and procedures for this USDA insured loan Nevertheless, we acknowledge that CMS missed opportunities to provide you with a timely notification of the payment reversal on your loan, and also to provide you the opportunity to discuss your concerns with a CMS Supervisor when you called on November 10, We would like to take this opportunity to once again express our sincere apologies for the inconvenience that you may have experienced, and also to thank you for bringing this matter to CMS’s attention CMS is always looking for ways to improve service levels and your feedback is important us Solely as an expression of our commitment to the highest standards of customer satisfaction, CMS has agreed to waive your late fees in the amount of $ As of the date of this letter, your loan is due for your December 1, payment Lastly, please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error 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 the complaint If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC *** -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below There is no resolution offered by Carrington Mortgage in their responseIn fact their response letter creates more of a problem because they have fabricated information in the letterIn response to the letter: First of all, the contract was current and in good standing (read: PAID, not due as it states in the letter) when transferred to Carrington Mortgage on April 2, I can submit bank statements detailing the April payment and written records notating the several times that I tried to contact Carrington Mortgage to obtain information on my new/transferred mortgageBecause I was not currently a customer prior to April 2, 2015, they would not give me any information but instead repeatedly told me to contact [redacted] Because of this, I submitted the payment to [redacted] as done previously and the amount cleared my bank.Second, the annual escrow account disclosure statement was never sent to meI have notified your company of this on two different occasionsI know there is no problem with our mail, and I know that you have my correct address on file as, after contacting your company once I was officially a customer, I was finally sent the information on where to send payment, account number, etcSo I have to assume that because I've received that and have not missed any other important paperwork from other companies that your company never sent the AEADSThe comments made about the low point escrow balance are incomprehensibleIf our low point balance was $1,and we needed to reach $984, we should be getting a refundIF we had a shortage of 1,AND you wanted to pad the account by $984, then I understand needing to pay the $2050, but you should first learn how to explain thatSecond, teach your employees how to explain that, and third be honest about what you're doing because padding the account is exactly what you're doingIf the shortage is $2050, why did my payment increase from $to $1909? By my calculations that $difference per month (1909-1704) for months equals $2,That is $more than what you are claiming the shortage isWhere is that $going, then? This is the exact same set of questions that your employees could not answer.I did call and speak with two different customer service representatives on June 8thWhen I spoke with [redacted] and questioned the numbers, I was given attitude and placed on hold for an extended amount of timeThe call was then purposefully (not unfortunately) ended on YOUR endWhen I spoke with [redacted] , I "expressed concerns with the methods used by CMS" because I attempted to go month thru month over our escrow activity with her and the numbers never matched (hers with mine NOR hers with her own when I questioned one thing or another)Lastly, there was a refusal to allow me to speak to a supervisor when both employees informed me that there was no one available that they could transfer me toThere should never be an occasion during regular business hours that a supervisor should not be available (at the very least to return a call) to discuss issues.Regardless of the outcome of this complaint with Carrington Mortgage, I am satisfied to be leaving their company as soon as possible and keeping any friends/family/acquaintances from using their services Regards, [redacted] ***

Check fields!

Write a review of Carrington Mortgage Services LLC

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Carrington Mortgage Services LLC Rating

Overall satisfaction rating

Address: 1600 Douglass Rd #200A, Anaheim, California, United States, 92806

Phone:

Show more...

Web:

www.carringtonhomeloans.com

This site can’t be reached

Shady, yet now dead: once upon a time this website was reported to be associated with Carrington Mortgage Services LLC, but after several inspections we’ve come to the conclusion that this domain is no longer active.



Add contact information for Carrington Mortgage Services LLC

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated