Carrington Mortgage Services LLC

This company is absolutely horrible! They keep screwing up our payments, which are set up for auto draft per their websiteThey are applying funds for principle only rather than half of the monthly payment, then calling us several times a day, asking for the paymentWe have spoken with both customer service reps as well as supervisors, who have assured us the issue is fixed, only to have the same problem againI have checked, double checked, and triple checked that the "principle only" box is not checked
This is not the first time we have had this issueLast year the same thing happened & we even received a certified letter stating that they were going to begin pre-foreclosure on our propertyI was curious considering I had made our payment every month
Add to that the fact that you can't do much on the website, most info comes through snail mail, and I am doneWe have stopped payment through our bank until they get the issue fixed, so I now have to pay an extra $a month to pay mortgage bc they can't do their jobs
Unfortunately for them, they will be losing our businessWe are going to have our property refinanced with another companyHopefully one that has a clue how to apply payments properly

I was in a car accident the morning after I got paid,which is when I usually make my house payment It was Friday the 13th I was taken to the ER and later that evening was released with several types of medication for pain I was medicated and in bed all weekend Then on Monday the 16th at 4am I awoke in a panicI realized it was the last day to make my payment so I rushed to the website I always make my payments online, which is what I did then, realizing that it states that any payments AFTER the 16th will be assessed a late fee I received a text at 2:the next day, Tuesday the 17th letting me know my payment was received Then on Thursday the 19th I received another text saying my payment was returned I wasn't able to call until Friday the 20th to see what was going on and the woman on the phone was very harsh She said I had made the payment on an account that was closed I told her I was using the account and it was NOT closed She checked what was entered on Mon

December 29, 2016 Original response sent via REGULAR MAIL *** ** ***
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*** *** *** *** *** *** *** ** *** 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 December 12, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that Bank of America, N.A(“***”) transferred your loan to CMS and the next payment due on your loan is scheduled for January 1, You go on to say that you contacted CMS several times attempting to obtain your account information to no availYour desired resolution is for CMS to provide you with your CMS loan number and an address to send your mortgage payments As a preliminary matter, we are able to confirm that your loan was subject to a Chapter Voluntary Petition that was filed on February 4, and which was discharged on May 12, Furthermore, our records indicate that you did not reaffirm the mortgage debt; consequently, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status on the loanIf you wish to receive monthly mortgage statements, we encourage you to provide a signed written request to our Customer Service Research Department via facsimile at (800) 486-or via regular mail at P.OBox 3489, Anaheim, CA Upon further review, our records confirm that on November 10, 2016, *** sent you a Notice of Servicing Transfer (“Goodbye Letter”) advising you that the servicing of your loan was scheduled to be transferred to CMS on December 2, Additionally, the Goodbye Letter stated that you should contact CMS on or after December 2, to schedule future payments on your loanRegrettably, the Goodbye Letter also stated that the servicing of your loan would be transferred effective January 1, Attached for your review is a copy of the Goodbye Letter sent to you by *** on November 10, Please allow us to also confirm that the servicing rights to your loan were transferred from *** to CMS on December 2, and not on January 1, As of the date of the service transfer, our records indicate that your loan was contractually current and showing due for the December 1, mortgage payment in the amount of $1, For your reference, our records show that your account boarded our system on December 7, Although we acknowledge your attempts to contact us and obtain your account information, we submit that we were unable to provide you with your account information prior to December 7, because we were working to complete the service transfer of your loanAs you may be aware, during a servicing transfer the transferee servicer is required to conduct a thorough review of the transferred accounts to ensure that data is received properly, accounts are loaded into our servicing system of record properly, and that there are no discrepancies identified in the loan information receivedThis process generally takes several days, and until it is completed the transferee servicer is unable to conduct servicing activities Correspondingly, on December 7, 2016, CMS issued the attached Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer to CMSRegrettably, due to an inadvertent clerical error, the Hello Letter provided a service transfer date of October 2, Please accept our sincerest apologies for this unintentional clerical error and any inconvenience this may have causedNevertheless, the Hello Letter provided you with the correct mailing address of P.OBox 79001, Phoenix, AZ for future payments, and the address and telephone number of the Customer Service Department for inquiries about the payment options available to youAdditionally, the accompanying Customer Self Help page provided you with the option of paying your mortgage payments via our online website, https://carringtonms.com, or our Interactive Voice Recognition (“IVR”) systemAttached for your review is a copy of the Hello Letter sent to you by CMS on December 7, That same day, CMS issued the attached Notice of Sale of Ownership notifying you of the sale or transfer of ownership of the loanThe notice of sale advised you that CMS now holds legal title to the loanAdditionally, the notice of sale advised you that CMS is responsible for all ongoing administration of the loan, including receipt and processing of payments, resolution of payment related issues, and response to any inquiries you may have regarding the loanRegrettably, the notice again provided an inaccurate sale date of October 2, As stated above, we sincerely apologize for the inadvertent clerical error and subsequent confusion that was caused by the Hello Letter and Notice of Sale of Ownership that you received from CMSFor your review, attached is a correction that CMS sent to your attention on December 16, clarifying that the sale date and transfer of your mortgage occurred on December 2, Please note that in accordance with the Real Estate Settlement Procedures Act (“RESPA”), CMS does not impose late fees during the sixty day period beginning on the date of transferAlso, CMS temporarily suppressed credit reporting for sixty days beginning on the date of transfer as a RESPA requirement On December 16, 2016, you called our Customer Service Department stating that the Goodbye Letter that you received from *** informed you that the first payment that was due and payable to CMS would be January 1, You went on to say that the Hello Letter that you received from CMS provided a service transfer date of October 2, In response, the customer service representative apologized for the confusion that was caused by our Hello Letter and stated that the date of the service transfer was December 2, Additionally, the representative informed you that because a payment had not been received for the month of December 2016, your December 1, mortgage payment in the amount of $1,would need to be paidNext, you stated that you had sent a payment via regular mail to *** on December 6, Lastly, the representative stated that once received, *** would forward the payment to our office for processingFinally, the representative confirmed that during the sixty day period beginning on the date of transfer, CMS temporarily suppresses credit reporting and would not impose late feesAs of today’s date, *** has not forwarded any payment you may have made toward the December 1, payment In closing, as of today’s date, your loan is currently due for the December 1, mortgage payment in the amount of $1,Attached for your review is a copy of your payment history along with the payment history codes and definitions Based on the foregoing investigation and review of your account, please know that we remain committed to the highest standards of customer satisfaction and sincerely apologize for any confusion you may have experienced due to the inaccurate service transfer date referenced on the *** Goodbye Letter and the CMS Hello LetterShould you wish to further discuss any aspect of your loan, we encourage you to contact the Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time for further assistance We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, *** *** Customer Advocate Department CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

July 26, ORIGINAL RESPONSE SENT VIA REGULAR MAIL *** ** ***
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*** *** *** *** *** *** *** ** *** 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 July 6, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that you made a payment in December of in the amount of $3,which was intended to satisfy all outstanding late fees and the December 1, mortgage paymentRecently, you requested a payoff statement and were quoted a late fee balance in the amount of $1,You attempted to review your payment history via your CMS online account and were unable to retrieve the information you were looking forYou claim that you called CMS’s Customer Service Department and none of the representatives you spoke with were able to confirm how your payment from December of was applied to your accountDuring your phone conversations with our Customer Service representatives, you state that you were told that adjustments to your payments could not be made beyond sixty (60) days from the date of the initial transactionConsequently, your desired resolution is for CMS to remove or credit the late fee balance quoted in the payoff statement in the amount of $1,since you satisfied your late fee balance with your December payment in the amount of $3, As you may recall, on July 6, 2017, I personally called you in response to the complaint we received from the Revdex.com directed to our Customer Advocate DepartmentDuring that phone conversation, you expressed the exact same concerns that you raised in your complaintAccordingly, I proceeded to review your account and confirmed that I would explain how your payment in the amount of $3,received in our office on December 3, was applied to your accountSpecifically, I advised you that our records confirmed that you submitted your payment in the amount of $3,via your CMS online payment account and that I was unable to find any specific posting instructions indicating that you wanted to have a portion of your payment applied to the late fee balanceMoreover, I indicated that of the total payment amount of $3,764.64, CMS applied $1,to your December 1, mortgage payment, $1,to your January 1, mortgage payment, and the remainder, $945.56, towards your late fee balanceDuring this call, you advised me that you had intended for your payment to satisfy your December 1, mortgage payment in the amount of $1,and the remainder, $2,355.10, to satisfy your late fee balanceI acknowledged your explanation and again advised you that in my review of the payment transaction you initiated on December 3, via your CMS online payment account, I was unable to find any specific posting instructions indicating that you wanted to have portion of your payment satisfy the late fee balance Furthermore, I proceeded to confirm that at the time that CMS received your payment, your account was due for the December 1, payment in the amount of $1,and a late fee balance in the amount of $2,Upon completing the above referenced payment application, your December 1, and January 1, mortgage payments were satisfied and your late fee balance decreased from $2,to $1,You acknowledged my explanation of the payment application and we proceeded to review the subsequent payments you made on your account On December 19, 2016, you made a payment in the amount of $1,which was applied to your February 1, mortgage paymentOn February 4, 2017, you made a payment in the amount of $1,Of that total amount, CMS applied $1,to your March 1, mortgage payment and the remainder, $40.46, to your principal balanceThereafter, on March 4, 2017, you made a payment in the amount of $1,which was applied to your April 1, mortgage paymentThen, on March 20, 2017, you made a payment in the amount of $1,which was applied to your May 1, mortgage paymentA review of your payment history indicates that no payments were received from you during the months of April of or May of On June 7, 2017, you made a payment in the amount of $1,which was applied to your June 1, mortgage payment On or about June 28, 2017, our records confirm receipt of your payoff requestThat same day, your payoff request was forwarded to our Payoff Department for immediate processingThe next day, on June 29, 2017, CMS processed and delivered the Payoff Statement in response to the payoff request we received on June 28, During our same phone conversation, I explained that the Payoff Statement quoted figures good through August 1, and that your loan was due for the July 1, mortgage paymentWith regard to the late fee balance quoted in the amount of $1,465.92, I explained that $1,was your current outstanding late fee balance and the remainder, $56.38, would be due only if you paid your loan in full after the end of your late fee grace period pursuant to your mortgage loan agreementIt is important to understand that a late fee is assessed if your monthly mortgage payment is received more than days after the date your loan payment is contractually due; thus, if the payoff funds had been received after the late charge date, a late charge would have been due With regard to the payoff funds we received, please accept this correspondence as confirmation that CMS received payoff funds in the amount of $15,on July 14, and applied the funds to your loan that same day which paid the loan in fullFor your reference and review, attached hereto as Exhibit “A” please find a copy of the June 29, Payoff Statement and attached hereto as Exhibit “B” please find a copy of your payment history and account balances along with the transaction codes and definitions As it pertains to your concern that our Customer Service Department representatives were unable to address your question with regard to the application of your December 3, payment, we would like to take this opportunity to sincerely apologize for any perceived unprofessional customer service you believe you may have received from our office during our attempts to address your concernWhile our associates work hard to ensure they are providing accurate information to customers at all times, inadvertent mistakes may occur from time to timeRest assured that CMS strives to properly address all customer inquiries as timely as possible and that your dissatisfaction with this particular miscommunication has been escalated to the management team of that business unit In closing, please note that pursuant to Consumer Financial Protection Bureau guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a Qualified Written Request and/or a Notice of Error Based on the foregoing investigation and review of your account, CMS submits that we have now addressed all of your concernsFurthermore, our records are clear that CMS has not engaged in any type of illegal activity or fraudulent loan servicing practices, has abided by all federal and state laws, and has properly serviced your loan pursuant to the terms and conditions set forth in your mortgage loan agreementFinally, as it pertains to your request for CMS to waive the prior assessed late fees, please accept this letter as confirmation that CMS respectfully denies your requestIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, *** ** *** Customer Advocate CC: Revdex.com Important Disclosures -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-between 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.OBox 5001, Westfield, IN 46074. Please include your loan number on all pages of the correspondence. You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/

April 16,2015*** ** ***F/K/A *** ** *** *** *** ** *** RE: Loan No.: *** Borrower: *** ** *** Property Address: *** *** ***, *** ** *** Complaint l.DNo.: ***Dear Ms***:The Customer Advocate Department of
Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the abovereferencedloan received in our office via email on March 24, CMS is committed toresponsible lending and servicing and we would like to address any concerns you may haveThefollowing is our response to the issue(s) raised in the inquiry.Upon review of your correspondence, CMS understands that you believe that you have overpaidfunds to CMS for the above referenced loanYou claim that instead of applying the funds toreduce your loan balance, CMS improperly applied the funds to your escrow account Afterrequesting and receiving a payoff statement from CMS, you submitted the required amount topay off your loanYou claim that CMS did not accept the payoff funds because the funds werenot sent to CMS via a bank wire transferYou requested a new payoff statement from CMS andbelieve CMS has assessed a duplicate recording fee of $16.00.As you are aware, the servicing of this Federal Housing Administration ("FHA") insured loanwas transferred from CitiMortgage Inc("Citi") to CMS on November 4, On November19, 2014, a Notice of Service Transfer ("Hello Letter") was issued notifying you of the servicetransfer to CMS.At the time of the service transfer your loan was contractually current and showing due for theDecember 1, mortgage payment in the amount of $The monthly mortgagepayment of $was made up of a principal and interest payment of $and a monthlyescrow collection of $Your outstanding principal balance was in the amount of$2,and your escrow account contained a balance of $1,at the time of the servicetransfer to CMS.On December 2, 2014, CMS received funds in the amount of $which were applied to theDecember 1, mortgage payment of$and the remaining $was applied towardsyour unpaid principal balanceThis brought your principal balance to $2,and yourescrow balance to $1, 157.03.On December 3, 2014, CMS received funds in the amount of $1,These funds wereapplied to the January I, and February 1, mortgage payments in the amount of$each for a total of $and the remaining $was applied to reduce yourprincipal balanceThe payment application resulted in your principal balance being reduced to$1,and your escrow account balance being increased to $1,426.79.On December 5, 2014, CMS disbursed $for the payment of your property taxesThatsame day, CMS disbursed your Mortgage Insurance Premium ("MIP") in the amount of $9.88.These escrow disbursements caused your escrow balance to be reduced to $451.91.On December 15, 2014, CMS completed an analysis of your escrow accountThis escrowanalysis determined that your escrow account contained a shortage in the amount of $Theescrow shortage was spread over twelve months and resulted in an increase to your monthlymortgage payment from $to $357.93, effective with the March 1, mortgagepayment.On December 31, 2014, CMS received funds in the amount of $,These funds wereapplied to the March 1, through the May 1, mortgage payments in the amount of$each for a total amount of $1,The remaining $was applied to the June 1,mortgage payment; however, CMS only applied $of the funds to reduce theprincipal balanceThese payment applications brought your unpaid principal balance to $728.53and brought your escrow balance to $1,On January 5, 2015, CMS disbursed your MIP inthe amount of $fTom your escrow account which reduced your escrow balance to $1,002.83.On February 3, 2015, CMS received funds in the amount of $These funds were appliedto the July 1, and August 1, mortgage payments in the amotmt of$each for atotal of $and the remaining $was applied to your unpaid principal balanceOnFebruary 5, 2015, CMS disbursed $from your escrow account for the monthly MIP paymentwhich brought your escrow balance to $1,and made your outstanding principal balance$287.34.On February 9, 2015, you contacted CMS and during this phone conversation you explained thatyou believed the loan should have been paid offYou explained that your recent mortgagestatement showed that your principal balance was $and that you sent that amount toCMSThe CMS representative explained that CMS applied each of the payments to the monthlymortgage payments and encouraged you to request a payoff statement via CMS 's online website.We would like to point out that this was the first time that you contacted CMS to discuss thepayoff of your loan and prior to this date CMS was not provided with any specific paymentapplication instructionsThat day, CMS received your online payoff statement request.On February 10, 2015, CMS issued you a copy of the attached payoff statementThis payoffstatement provided you with $as the amount to pay off your loan on or before March 1,It is important to note that although your principal balance was in the amount of $287.34your loan was contractually paid ahead and showing due for the September 1, paymentwhich caused the payoff statement to include an automatic interest credit of $OnFebruary 23, 2015, CMS received $which was applied to your principal balance whichbrought your principal balance to $10.23.On March 5, 2015, CMS disbursed $from your escrow account for the monthly MIPpayment which brought your escrow balance to $1,and your outstanding principalbalance remained $10.23.On March 24, 2015, CMS reversed the principal payment of $and placed these funds inan unapplied status, making your principal balance $The following day, CMS reversedan interest amount of $and placed the funds in an unapplied status bringing the unappliedstatus balance to $That same day, CMS applied $to satisfy the unpaid principalbalance and the remaining $was paid to the $recording feePlease note that CMSwaived the remaining $due for the one-time $recording fee.On April 6, 2015, CMS disbursed $from your escrow account for the final monthly MIPpayment which brought your escrow balance to $1,On April 9, 2015, CMS issued youan escrow refund in the amount of $1,which left $in your escrow accountOn April14, 2015, CMS issued you a final escrow refund of $which completed the finalreconciliation of your loan and left your escrow with a zero balance.For your ease of reference, please find the attached loan payment history along with CMS's loanservicing system payment codes and definitionsBecause CMS understands that the attachedloan payment history can be difficult to read, also attached for your ease of reference is a copy ofa detailed loan payment history summary that outlines the above referenced paymentinformation.Based on the foregoing, we believe the record is clear that CMS properly applied the initialpayments received from you beginning on December 2, and continuing through February 3,as CMS was not contacted by you prior to February 9, and was not provided withpayment application instructionsWhile CMS sincerely apologizes for any inconvenience thatmay have been caused due to CMS reversing the advanced interest payments, we believe thatCMS has properly applied all funds to your loan, has not charged you a duplicate recording fee(and in fact waived a portion of the actual fee incurred), and has refunded you all amounts due toyou within the timeframe required under applicable lawShould you wish to further discuss anyaspect of your accountwe encourage you to contact our Customer Service Department at ***
***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 *** ***, Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely,*** ***Customer Advocate

My 9/1/mortgage payment ,payment was made on time But my credit report show different please have Carrington mortgage services clean this up

Refinanced home and was pleased with the process There were lots of different employees who handled application throughout the different stages, but each one was always willing to help and clarify questions and concerns Professional staff

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 *** ** *** 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

Carrington Mortgage bought my mortgage from *** ** *** in Feb When I went to pay my first payment with Carrington, they didn't even have an account number for meThey said to put my *** account number on my checkI had to mail a check because they did not have my account onlineWhen I finally was assigned an account number and went to make my next payment online, they charge a $fee to pay your mortgage onlineThey charge a fee for every kind of way to make your payment unless you send a check to them or have auto draftI signed up for auto draft for the next paymentShe I scheduled the next payment, my monthly payment showed what I had been paying for over a yearSince this was my first auto draft, I checked my mortgage account a few days before it was to be taken out of my bank account and the monthly fee was $higher than what I had posted for and taken out of my bank accountI called Carrington and was told they decided they wanted a certain amount of back up equity and since it wasn't;t there they decided to increase my loan monthly charge by $a monthI never got a notice about thisI was signed up for email noticesSo I cancelled auto draft and told them I was going to refinance my loan with a mortgage company I could trust and actually feel comfortable withI spoke with a local mortgage company and was able to refinance my loan and get away from CarringtonMy loan was paid off on May 29,with CarringotnThey still owed me my escrow balance of $1,Since I never trusted this incompetent mortgage company, I checked every day to make sure they showed my loan as paid and what my escrow balance wasI emailed it all to me and my husbandSo today June 11,2018, I checked my escrow balance and it was lowered by $I did an internet chat with one of their people and was told I was charged out of the escrow they owed me for HUD insurance that was for 6/05/They said it is a legal chargeSo how can it be a legal charge for a loan that has no balance???? They lie and screw you over every chance they getBELIEVE the bad reviews!!! I have experienced a lot off the same thingsWe asked May 30,when we could expect our escrow check and was told within days which we gave only business days ( should be this week?) So I told the chat lady that our check should have already been mailed, she said no we have days to mail it to youSo with only business days included they don't have to mail our check until June 19,PEOPLE DO NOT DEAL WITH THESE CROOKS!!! If you can get out and stay away from them!!!

Our home was damaged during Hurricane IrmaWe filed an insurance claim and received money to repair the damage As Carrington is our Mortgage Lender, they only gave us a portion of the money to repair the house The contractors are completed with the work an need to get paid but I cannot get this company to release the money to them Every time we call we get a different story, problem or some mysterious piece of paper is missing and the won’t process the request We have jumped through ever hoop to have this money released and the process and rules continually change We have had inspectors out who both reported back to the company that the work was completed and I STILL cannot get the contractors paidWe have over calls in to this company about our problem, I’ve asked for supervisors to return call and never hear from anyone and when I call the customer service line to file a complaint I am told I have to call a different number in which no one responds to the voicemails

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

Very quick and easyAnd the people I spoke with along the way were very helpful and told me exactly what was needed

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

My property is due to be sold on 6/17/My title company, *** *** *** has tried since 6/9/to get an updated payoff quoteThe required information, such as the authorization to release the information for closing, has been faxed to Carrington Mortgage Services on 6/9/no payoff quote has been returned to the title companyToday is 6/16/16, the title company contacted my wife and I to see if we can call to see if we can get a payoff quoteThey sent requests for the payoff quote which Carrington states only takes hours, but it is now going on daysI spoke to two different agents on 6/16/16, *** and *** and explained that I needed a payoff quote immediatelyI was told that it would take the first time (***) and then hours the second time (***) I called for such a quoteI just do not understand why they would not attempt to contact our Title company to give them any information especially when the request was submitted days in advance of t

Carrington Mtg was great handling my refinance processMy reps were all great and handled everything smoothly and quickly

My loan has recently been transferred to Carrington Mortgage from *** ** *** in December of Since January of 2017, I am constantly receiving phone call from this company pressuring me to refinance my loan, I've expressed that I'm content with my current rate and that I wish to not be contacted about any sales, marketing or refinace products from this company, I spoke to *** on 3-7-asking to be removed from Marketing, sales and refinance promotions, she assured me that there was a note on the account but on 3-8-I received ANOTHER phone call from *** *** (***) another Carrignton Mortgage Sales Rep about refinancing my loan
My wishes to not be contacted other than business pertaining to my loan is not being respected, and now I feel it has turned into harassmentSince I've refused SEVERAL times to refinance my loan I've even noticed that my Mortgage Loan has increased by $per month, this I feel is a tactic to pressure me to refinance my loanI've

I have just now renewed my note and so far I am very pleased with the two people whom worked with me

July 26, Original Response Sent Via Regular Mail *** ** *** *** *** *** *** ** *** RE: Loan No.:
*** Complaint ID: *** Borrower: *** ** *** Property Address: * *** *** ***, *** ** *** Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 14, 2016. 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 since CMS took over the servicing of your loan over a year ago, you have received collection calls up to a week after your loan payment has cleared your bank account. Specifically, you state that you received telephone calls after your June 1, 2016, and July 1, loan payments had been remitted. Your complaint goes on to state that you have continued to receive telephone calls after you have verbally requested not to receive any telephone calls from CMS. In addition, you state you received numerous telephone calls from CMS claiming the July 1, payment had not been received, and you had to place a stop payment on your check after you confirmed with your financial institution that your check had not cleared your bank account. Finally, you state that you were advised that if you did not provide CMS with another form of payment, over the telephone, your credit would be negatively affected. As a result, you are requesting reimbursement for your time and the bank fees you incurred. As a preliminary matter, our records indicate CMS acquired your loan from *** *** *** *** on October 2, 2015. At the time of the service transfer, your loan was contractually current and due for the October 1, payment According to the Note that you executed during the origination of your loan, loan payments are due on the first day of each month. Subsequently, loan payments are late on the second day of the month, and a late charge is assessed for payments made on or after the sixteenth day. A copy of the Note is attached as Exhibit “A” for your reviewPlease note that CMS will routinely make courtesy telephone calls to our borrowers to inquire about past due payments in order to prevent late charges being assessed on the borrower’s loan and forestall other consequences of default Our telephone records indicate that the first telephone conversation regarding a late loan payment took place on May 10, 2016. During that conversation, you indicated that the May 1, loan payment had been remitted through your financial institution’s Bill Pay service on May 4, You explained that it was just a matter of time before CMS would receive that payment as it was being delivered to CMS via the United States Postal Service (“USPS”). Our records indicate your May 1, loan payment posted the evening of May 10, No further telephone calls were attempted during the remainder of the month with regards to the May payment The second telephone conversation between you and CMS took place on June 8, 2016, and during that conversation you stated the June 1, loan payment was mailed to CMS on May 29, 2016. The CMS Representative advised you that the payment had not been received at that moment, and recommended that you cancel the check. The CMS Representative also advised you of other payment options available to you. Our records indicate your June 1, loan payment was posted the evening of June 8, 2016. No further telephone calls were attempted for the remainder of the month with regards to the June payment A further review of our records found that due to the fact that your July 1, loan payment had not been received, CMS attempted to contact you by telephone on July 8, and on July 11, 2016. Because CMS received no answer, messages were left on your answering machine on both occasions. Our records indicate you called CMS on July 13, and spoke to a CMS Representative. It was at this time you expressed dissatisfaction that CMS continued to call you regarding the monthly payment in spite of you already having remitted the payment through your financial institution’s Bill Pay service You further explained that you had placed a Stop Payment on the check you remitted to CMS on July 1, 2016, and you were seeking reimbursement for the fee assessed by your financial institution to issue the stop payment on your check. The CMS Representative advised that your July 1, loan payment was posted to your loan on July 12, 2016, and if you wished to request a reimbursement of fees assessed by your financial institution, you would have to submit a written request to our Customer Service Research Department. Because you were dissatisfied with that response, you requested to speak to a CMS Supervisor, at which time your call was transferred as requested According to our records, the CMS Supervisor explained that your financial institution’s Bill Pay service mails checks to CMS and such payments are not electronically transmitted to CMS. Unfortunately, CMS does not have any control over the amount of time it takes the USPS to deliver a check to CMS. The CMS supervisor also apologized for the calls you received and advised that if you wished to stop CMS from making such phone calls, it would be necessary that you submit a written request to CMS, which you indicated you did not intend to do Before ending the call, the CMS Supervisor inquired as to when you would be remitting another payment to replace the July loan payment that would be reversed due to the stop payment. You responded that you would not be remitting another payment to CMS until you received confirmation that the check was not cashed, and an e-mail from CMS both acknowledging that your initial July 1, payment was received on time and also confirming that a late charge would not be incurred. You then abruptly terminated the phone call On July 15, 2015, CMS received a telephone call from you in order to make a loan payment over the telephone. The payment in the amount of $was posted as the August 1, loan payment on July 15, 2015. On July 18, 2016, your loan payment originally received on July 12, 2016, and posted as the July 1, loan payment, was returned by your financial institution due to the stop payment request. The August 1, loan payment was reversed, and reapplied as the July 1, loan payment. As a result, your August 1, payment became the next payment due. A copy of the loan payment history showing this transaction, along with the transaction codes and definitions, is attached as Exhibit “B” for your review. Please be assured that CMS did not assess any late charges to your loan and that CMS did not report any derogatory information to the credit bureaus. Please be aware that in addition to your financial institution’s Bill Pay Service, CMS offers several other options to remit your monthly loan payment. For a list of all available payment options, we encourage you to visit our Loan Servicing Website (“LSW”) at *** As you requested in your complaint, CMS has placed a flag on your loan to prevent any future telephone communication with you. Be aware that this flag will remain in place until CMS receives your written request asking CMS to resume direct telephone communication with you At this time, CMS must regretfully deny your request to be reimbursed for the stop payment fees assessed by your financial institution as we did not find any evidence that you were advised to place a stop payment on the July payment by a CMS Representative. Lastly, a review of our records shows that multiple CMS Representatives were professional and polite to you while working to assist you with your needs and that your telephone calls were properly escalated to a CMS supervisor when requested. Nevertheless, we sincerely apologize if the level of customer service you received from CMS did not meet your expectations. In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you would like to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at ***, Monday through Friday, 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** *** or fax your correspondence to *** *** We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** *** Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, *** ** ***, or by calling ***7. 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 ***You can also contact the CFPB at *** ***, or by going to *** -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at *** -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** ***, *** ** *** 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*** *** *** ***, *** *** * ***, *** ** ***

July 26, *** *** *** *** *** *** ** *** RE: Complaint No: *** Loan No.:
*** Property Address: *** *** ***, *** ** *** 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 July 7, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in 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 solicitation call campaigns. Additionally, you express concerns and dissatisfaction with these calls, and claim that the callers were aggressive in their marketing tactics, and that these calls interrupted you throughout the day Upon review, our records show that on June 30, 2016, you requested that your contact information be removed from the CMS Mortgage Lending solicitation campaigns. That same day, the CMS Representative, forwarded your request to the appropriate department to complete the removal of your contact information from these campaigns. As of July 13, 2016, CMS completed the necessary changes that removed your contact information from the CMS Mortgage Lending solicitation campaigns and you should no longer receive any solicitation calls going forward Based on the foregoing, we would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced in this matter, 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. Again, we sincerely apologize for any perceived aggressive behavior you believe you may have received from our office during these call campaigns 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, *** *** *** *** ** *** 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, *** *** 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, *** *** ***, *** ** ***, 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 ***You can also contact the CFPB at *** ***, or by going to *** -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at *** -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

June 4,
*** ** *** ***
*** *** ***
*** ** ***
RE: Loan No.:
***
Complaint Id: ***
Dear Mrs***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on May 7, 2015. 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 claim that you requested a current payoff amount from CMS, but after almost a week of waiting for the information CMS failed to provide you the payoff amount in a timely manner
As you are aware, this first lien mortgage was transferred from *** ** *** N.Ato CMS effective April 2, 2015. At the time of the service transfer, you loan was contractually current, due for the April 1, payment and was in an active bankruptcy status.
On April 14, you contacted CMS directly as you were seeking a current payoff amount good through April 30, 2015. Our review shows that CMS processed your request and a current payoff statement in the amount of $107,was generated and mailed to your attention on April 15, 2015, with a good through date of May 1, 2015.
Furthermore, our review also shows that we received a call from an unauthorized third party *** with *** *** on April 30, seeking to verify account information. As CMS did not have your written consent to disclose account information to this third party, the third party called you directly and you provided CMS with a one-time verbal authorization to disclose account information. It was during this call that CMS disclosed the status of your account, the type of account, the unpaid principal balance, the monthly payment amount, the last payment made, the next payment due and confirmation that you had not made any late payments over the last twelve months.
On May 7, CMS received a call from an unauthorized third party, claiming that he had submitted a payoff request via facsimile on April 30, and had yet to receive the payoff amount. It was during this conversation that the CMS Representative advised the unauthorized third party that the payoff request had been denied. It is important to note that our review has confirmed that the CMS Representative inadvertently misinformed the unauthorized third party that the payoff request was denied. We sincerely apologize for any miscommunication the unauthorized third party received. Regardless, our review has found no evidence that CMS was in receipt of any payoff request submitted to CMS on or about April 30, 2015.
Later that day, you contacted CMS directly seeking assistance in obtaining the requested payoff and insisted that the CMS Representative provide you the payoff amount over the phone. Unfortunately, the CMS Representative did not have the ability to provide you a verbal payoff amount as these types of requests are processed by our Payoff DepartmentNevertheless, the CMS Representative did agree to assist you by submitting a payoff request on your behalf. It was at this time that the call was lost.
Shortly thereafter, you called CMS again seeking assistance in obtaining a current payoff amount. As the CMS Representative was unable to provide you with the requested payoff amount by the end of the day, you requested to speak with a Supervisor. Accordingly, your call was transferred to Joe *** for further assistance. As you are aware, Mr*** took your call and asked if he could contact *** *** *** *** (“***”) directly in order to obtain a copy of the payoff request. Mr*** then attempted to reach *** but was unsuccessful; however, he did advise you that he would continue his contact efforts. Later that day, Mr*** received the payoff request from *** and submitted an escalated request to expedite the payoff request.
The following day, our Customer Advocate Department received your complaint filed with the Revdex.com and I personally escalated your issue to the Payoff Department that same day. Later that day, a payoff statement was generated and a copy was sent to your attention via email at ***.
On May 11, I received an email from *** *** with *** claiming that the payoff statement received showed that your loan was still due for the April 1, payment. In addition, Mr*** requested a corrected payoff statement immediately. A further review of your loan confirmed that your April 1, payment in the amount of $had been received on April 20, and placed into the suspense account as our Bankruptcy Department was still in the process of validating your active bankruptcy information. In an effort to expedite the new payoff request, I personally requested that the suspense funds of $be applied to the April 1, payment and a new payoff statement was generated and emailed to Mr*** on May 11, 2015. Attached for your ease of reference is a copy of the payoff statement in question
Based on the foregoing, we believe the record is clear that CMS provided you with a timely payoff statement and found no evidence that the payoff request submitted by *** on or about April 30, was received
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,
*** ***
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, *** *** *** *** ** ***, or 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 9:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD STATEMENT-
Pursuant to section of the Housing and Community Development Act of 1987, you may have the opportunity to receive counseling from various local agencies regarding the retention of your home. You may obtain a list of the HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number at *** ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Service Members Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 9:p.mEastern Time or by mail at *** *** *** *** ** *** * ***