Carrington Mortgage Services LLC

September 21, 2016 Original response sent via EMAIL *** ***
*** *** ***
*** *** *** ** *** RE: Loan
No.: *** Case No.: *** 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 September 2, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you state that the phone payment that you requested to be scheduled for August 31, in the amount of $was inadvertently processed on August 17, As a result, you are requesting a refund of your payment in the amount of $620.63, the pay by phone fee of $15.00, and the non-sufficient fund (“NSF”) fees that were charged by your financial institution On August 17, 2016, you called CMS to schedule a check by phone payment on your loan that was scheduled to be processed on August 31, The associate processed your payment in the amount of $along with a phone payment fee in the amount of $for a total amount of $Regrettably, due to an inadvertent clerical error, the CMS associate scheduled your payment for that same dayAfter apologizing for the error in scheduling your payment, the CMS associate encouraged you to contact your financial institution and request that they place a stop payment on those fundsThen, the CMS associate encouraged you to call him back so that he could schedule the payment that you originally intended for August 31, Later that same day, you called CMS again and attempted to reach the CMS associate you had previously spoken toAlthough the CMS associate attempted to assist you, your call was transferred to a supervisor per your request. It was during this conversation that the supervisor encouraged you to make a payment no later than August 31, to avoid further collection actionRegrettably, CMS was unable to resolve your issue because the payment that was processed that day had not been rejected by your financial institutionOn August 24, 2016, you called CMS to advise that the payment that was processed on August 17, had cleared your bank account and requested an expedited refund due to the error caused by CMSIt was at this time that you were transferred to an escalation specialist who sincerely apologized for the error caused by CMS and asked that you to send in your bank statement via fax to their supervisor at *** *** Later that day CMS received your bank statements which reflected that CMS had made two attempts to draft $from your bank accountThe first attempt was on August 18, and the second attempt took place on August 24, This caused your financial institution to assess a total of $in NSF fees to your bank accountThe fax received was then forwarded to our Loan Servicing Department to process your refundShortly thereafter you called CMS to confirm that your bank statements were receivedThe CMS associate that answered your call informed you that your fax had been received and that you would be receiving a follow up call to discuss when you could anticipate receiving your refund On August 25, 2016, you called CMS to follow up on your previous phone callDuring the call you were transferred to an escalation specialist that attempted to connect you to the supervisor that was completing your refund requestRegrettably, the supervisor was not available at that timeLater that day, the supervisor you spoke with on August 24, called and left a message for you to return her call On August 26, 2016, your refund request was submitted to our Cashiering DepartmentThat same day, a CMS supervisor called to advise you that your refund request was approved and that she would call to inform you once the refund check was in the mail On August 29, 2016, you called CMS to follow up with the supervisor you previously spoke with regarding your refundPlease note that later that day a different supervisor attempted to contact you on two separate occasions to advise you that your refund was scheduled to be sent to you The next day, on August 30, 2016, you called CMS and were able to speak with the supervisor that had left a message for you the day beforeDuring that phone call the supervisor informed you that CMS was in the process of issuing your refundUpon further review, our notes indicate that after that phone call you made several follow up calls to speak with that supervisor and the supervisor that originally submitted your refund requestRegrettably, both supervisors were unavailable to receive your callsWe apologize for any inconvenience this may have caused On August 31, 2016, you called CMS to follow up with the supervisor you spoke with the previous day regarding the status of your refundYou stated that you were advised that your request was being expedited and wanted to know the status of your refundThe CMS associate attempted to connect you with both supervisorsHowever, the supervisors were again unavailable to receive your callOn September 1, 2016, you called CMS again to follow up on your refund requestYou were transferred to a new supervisor that stated that she was going to follow up on your request and call you with an update That same day the supervisor you spoke with called you and left a message for you to return her call at her direct contact phone numberUpon further review, our records indicate that you called CMS and spoke with our Customer Advocacy DepartmentThe customer advocate that you spoke with stated that he would escalate your issue and reach out to the supervisor that was handling your refund requestUltimately, the supervisor you initially spoke with that day was able to contact you and inform you that your refund was still in the process of being completed and offered to follow up with a status update once more information was available On September 2, 2016, a refund check in the amount of $was issuedThe refund consisted of the August 17, payment in the amount of $and the pay by phone fee in the amount of $15.00. Please note that your refund check was sent to you on September 6, via regular United States Postal Service mailPlease note that CMS acknowledges that this was not the agreed upon amount that you should have receivedAlso, we sincerely apologize for any inconvenience that the delay in processing your refund may have caused On September 12, 2016, you called CMS inquiring about the refund that you received for $instead of the $that you were advised you would be receivingAfter being advised that the refund request was for the payment in the amount of $and the pay by phone fee in the amount of $you stated that your refund should have also included the $in NSF fees charged to you by your financial institutionRegrettably, despite the associate’s best efforts, our review indicates that the associate did not adequately address all of your concerns or escalate your call accordinglyAgain, we sincerely apologize for any inconvenience that you experienced while CMS processed your refund It is also important to note that the NSF fees of $that we failed to include with your initial refund check were sent to you via FedEx on September 16, 2016. A further review shows that this check was delivered on September 19, As indicated above, we sincerely apologize that the payment was processed on the wrong date initially, and that our attempts to resolve the matter and issue you an appropriate refund also failed to meet our customary high standards of customer satisfactionThat said, we note here that we issued the majority of the refund to you within twelve business days of the original error and sent the remainder of the refund out for delivery to you less than a month following the initial errorWhile we would have preferred to have avoided the error in the first place, and to have issued the refund in a timelier manner, we consider the matter to now be resolved In closing, as of today’s date, your account is contractually delinquent and due for the July 1, through the September 1, mortgage payments totaling $1,747.02, late fees of $69.87, and a property inspection fee of $for a total amount due of $1,836.89. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at (800) 561-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 Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like to keep this complaint open until all money is received to complete the repairs to my home as this whole experience has not been handled in a timely manner. Below is the response from CMS. I received one check in the amount of $2,on 10-22-and have yet to receive the second check in the amount of $6,yet the company claims they were mailed the same day.On
October 13, 2016, CMS received check number *** in the amount of
$2,from *** ***Later that same day, CMS received check
number *** in the amount of $6,from *** *** which
brought the total claim proceeds in CMS’s possession to $8,
Because the claim checks were made payable to CMS, CMS briefly deposited
the funds into your restricted escrow account and on October 14, 2016,
CMS requested its Cashiering Department to disburse funds to you in the
amount of $8,later that same day
Because the disbursement request was made after the mail cut-off
time, the checks were mailed to you the next business day which was on
October 17, The attached letters were sent to you along with the
checksIn light of this information, CMS respectfully submits that CMS
did not require you to provide CMS with a copy of the insurance
adjuster’s report or photos, and that CMS promptly released the full
amount of the insurance claim to you as the status of your loan and the
amount of the claim did not require CMS to monitor the repair process
Regards,
*** ***

My home mortgage loan was sold to carrington a bit over a year ago so far any dealings with customer service have been terrible and they charge fees for any payment other than autodraft dollars for any phone payments and dollars for online payments???? It's crazy! and the fact that both companies that serviced the loan previously were amazing to deal with and no "convenience" fees is insane

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 February 17, 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 complain you state that in an attempt to reinstate your loan on February 12, you wired CMS a payment in the amount of $1,You go on to say that on the following day you were advised by your bank that CMS had rejected your payment, and that when you spoke with a CMS representative to inquire about why the wire was rejected, the CMS representative could not provide a satisfactory answerFurther, you state that when you requested to speak with a supervisor or manager your request was declinedFinally, you state that the CMS representative advised you that a supervisor would contact you back within forty eight (48) hours; however, you felt that this timeframe was unacceptableAs a desired resolution you request that CMS accept the funds you wired on February 12, to reinstate your loan and waive any additional interest and fees assessed to your loan due to this issue.A review of our records confirmed that your loan is contractually delinquent and due for the August 1, mortgage payment in the amount of $252.16, less an unapplied credit balance of $80.60.On September 6, 2015, CMS issued the attached Notice of Intent to Foreclose (“NOI”)This notice explained that the loan was in default for the nonpayment of the August 1, contractual payment and provided $as the amount required to cure the delinquencyThis letter also notified you that failure to cure the delinquency within forty five (45) days may result in acceleration of the sums secured by the Mortgage and in the sale of the property.A review of our records confirmed that between September 8, and October 21, CMS attempted to contact you via telephone on eight (8) separate occasions without success.Later on October 23, you spoke with a CMS representative to inquire about your loss mitigation optionsDuring this conversation the representative reviewed the loss mitigation options available to you and updated your financial informationThe CMS representative confirmed that you had a monthly budget surplus and offered to initiate an informal repayment planThe repayment plan required an initial deposit of $504.32, which was required to be received by CMS no later than October 31, The repayment plan would then require you to pay $on or before November 30, and $by December 20, During this conversation you stated that you would need to contact your wife before making a decision and ended the call.Due to the ongoing delinquency, the subject loan was reviewed and approved for foreclosure on November 10, The loan was contractually delinquent and due for the August 1, payment at the time of the foreclosure referral.On November 12, CMS issued you a Post Referral to Foreclosure Solicitation NoticeThis letter confirmed that your loan had been referred to foreclosure and that the foreclosure process had begunIt also advised you that CMS offers several foreclosure prevention alternative that may be available to youThe notice also included an application for mortgage assistance and advised you that if you were interested in being evaluated for any of the foreclosure prevention alternatives, you must contact CMS and submit a complete retention application.That said it was on January 21, that you requested that CMS provided you a Reinstatement Notification confirming the total amount required to cure the delinquencyOn January 28, CMS issued you the attached Reinstatement Notification good through February 15, This notice was mailed to: *** *** *** *** *** ** ***Below is an itemized breakdown of the reinstatement amount:Total Payments Due: $ 1,Escrow Advances: $ Late Charges $ Corporate / Expense Advances: $ Unapplied Funds Credit $ Total Reinstatement Quote: $ 1,717.07 On February 4, you spoke with a CMS representative and during this conversation you requested that the representative provide you with the wiring instruction to reinstate your loanYou further stated that you would be renting the property and using the rental deposit to bring the loan currentOn this day the CMS representative provided you with the wiring instructions as follows. Wire Instructions ** *** *** *** ** *** *** *** *** *** *** *** ** *** Carrington Mortgage Services ABA # *** *** Acct # ***Later on February 12, you spoke with a CMS representative and during this conversation you stated that you had wired $1,During this call the CMS representative advised you that she would notate your loan with the informationFurther the CMS representative reviewed the loss mitigation options available to you, and advised you of the process to submit an application for mortgage assistance.On February 16, you spoke with a CMS representative to advise that you had attempted to wire a payment to reinstate your loan on February 12, 2016, in the amount of $1,717.07; however, CMS had returned the wire to youDuring this conversation the CMS representative reviewed the wiring instructions with you and also advised you that he would escalate the issue to a Supervisor for further reviewDuring this conversation the CMS representative emailed the Cashiering Department to confirm if a wire was rejected or returnedUnfortunately, during this conversation the call with you was inadvertently disconnectedLater that day, you again called CMS to inquire about why your payment had been returnedThe CMS representative advised you that the Cashiering Department had not yet responded to the email sent earlier that dayYour call was once again escalated to a Supervisor, who again confirmed that a request to research the issue had been submitted to the Cashiering Department.During this conversation the Supervisor spoke with a representative of the Home Retention Department (“HRD”) to inquire regarding the returned wireThe HRD representative advised that CMS needed forty eight (48) hours to research the issue and indicated that if the borrower needed a reinstatement quote HRD would submit a request for the quote and provide it to the borrowerThe Supervisor then advised you of the required timeframeYou then abruptly ended the call.Less than forty eight (48) hours later, on February 17, 2016, you again spoke with a CMS representative regarding the returned wireDuring this conversation the CMS representative advised you that the issue was still being researchedYou expressed your frustration and dissatisfaction at CMS was not able to resolve this issue fasterYou stated that you would contact CMS back the following day.On February 18, you again spoke with a CMS representative to inquire about the reinstatement payment wired on February 12, The representative once again informed you that the issue was still being reviewed and confirmed that CMS would contact you directly once CMS received a response from the Cashiering DepartmentYou stated you would check back on February 19, 2016.On February 19, you spoke with a CMS representative regarding your ongoing research requestYou expressed your frustration at not having received a response regarding you inquiryDuring this conversation the CMS representative once again, reviewed the wire information with youOn this call you confirmed that the account number that was listed on the wire was ***, which was incorrectPlease note that the correct account number is ***You stated that you did not know whether the bank created the error or you provided the wrong information to the bankDuring this conversation the CMS representative submitted a request to provide you an updated Reinstatement Notification via email.On February 26, you spoke with CMS and inquired about the updated Reinstatement Notification you had requested on February 19, During this conversation the CMS representative confirmed that a request had been submitted accordinglyThe representative advised you to allow time for the reinstatement figures to be providedThe CMS representative advised you to check back with on the following Monday or TuesdayA review of our records confirmed that due to a change in our reinstatement processing system your request was inadvertently delayedCMS would like to thank you for bringing this matter to our attention, and we sincerely apologize for any inconvenience you may have experienced.On February 29, you again spoke with a CMS representative to inquire about the updated reinstatement notificationThe CMS representative confirmed that the update reinstatement notification was still pending, and encouraged you to call back the following day.Later on March 1, you called CMS again to inquire about the Reinstatement Notification and expressed your frustration at not having been provided the informationDuring this conversation the CMS representative advised you that the issue would be escalated to a Supervisor in an effort to expedite your request.On March 2, you spoke with a CMS representative and again inquired about the Reinstatement NotificationThe representative confirmed that the issue had ben escalated to a Supervisor and advised you to allow until March 4, for the notification to be provided to you.On March 4, CMS issued you the attached Reinstatement Notification which was good through April 3, This notice was mailed to: *** *** *** *** *** ** ***.Below is an itemized breakdown of the reinstatement amount.Total Payments Due: $ 2, Escrow Advances: $ Late Charges $ Corporate / Expense Advances: $ 2,145.00Paid Recoverable $ Unapplied Funds Credit $ Total Reinstatement Quote: $ 4,114.62On March 14, 2016, CMS received a payment in the amount of $4,This payment was applied to the August 1, mortgage payment of $252.16, the September 1, mortgage payment of $252.16, the October 1, mortgage payment of $252.16, the November 1, mortgage payment of $252.16, the December 1, mortgage payment of $252.55, the January 1, mortgage payment of $252.55, the February 1, mortgage payment of $252.55, and the March 1, mortgage payment of $The remaining balance of $2,was applied to a late charge of $16.38, paid recoverable fee of $15.00, and $2,was applied to corporate / expense advancesAs of today’s date, your loan is contractually current and due for the April 1, mortgage payment in the amount of $252.55.Based on our investigation we respectfully submit that CMS provided you with the correct information to wire the reinstatement amountFurther you confirmed that the incorrect wire instructions were listed on your wire dated February 12, 2016, which resulted in CMS not receiving your reinstatement paymentTherefore, CMS must decline your request to accept the February 12, wire to reinstate your loan and waive fees associated with the late payment.Further, regarding the alleged poor customer service communication you received, please note that our CMS representatives work very hard to be helpful in assisting borrowers with their mortgage needsWe sincerely apologize if CMS’s level of customer service did not meet your expectationsNevertheless, we will review our records for any evidence of unprofessional communication and will take whatever action is appropriate in light of our findings.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, :AM to 5:PM, Eastern Time.Sincerely, *** ***Customer Advocate

I was transferred to Carrington Mortgage by Citi Financial I am used to this procedure because my mortgage has been transferred many times Absolutely no problem This Company is suppose to do business and no changes made to my account at all This is not the case with this awful, despicable company They start to call before the grace period, send out notifications before the grace period, harass and harass I submitted my payment online and have been doing so since I have been with this company, I was told today that I submitted the wrong account number, no room that they may have made the error and I know not to try and reason with them, because in their eyesight, they are never wrong So I now have a late charge Upon notification that the account number was put in incorrectly, I immediately took care of the issue Carrington Mortgage and their representatives have a knack for making one feel like they are less than pond sm First of all their message indicates this is a debt collector and something about if you've file for bankruptcy I have not filed for bankruptcy and I am not sure why I was transferred to a debt collector When I asked them why this was done, they said this is what they have to state Why would they have to have that on their message if one's mortgage is not in bankruptcy and not late It is truly embarrassing to any creditor that might call in my securing credit, to think my account is with a debt collector In all the mortgage companies I have been with since the onset of my mortgage, never once has any mortgage company said this is a debt collector Their representatives are cold and condescending In the time I've been with this company, I've had two nice representatives I asked this last representative if the late charge could be removed, she said she could not do it I think they believe everyone that crosses their path is stupid, well I am not and I know it can be removed One time, I paid my bill before midnight, the next day, I was charged a late charge and was told it had to be in my I was not made aware of this and the representative was kind enough to remove the late charge The next month I went online, and it stated that the payment must be made by I asked the nicer representative why this wasn't on the website prior She apologized and as I stated above, it was then there the next month If I had the funds to pay this totally off, I would do this to avoid any further stress from Carrington Mortgage I am filing this complaint against them

Several years back I refinanced my home with *** bank and after a few years my account was sold/transferred to Carrington Mortgage (without my knowledge/permission) Regardless, my account is always in good standing with this company
I live here in South Louisiana and on August 12th our area was impacted by the Great Flood of 2016--Thousands of homes were lost I was impacted by the flooding with up to inches in throughout my home I contacted my insurance carrier and they were quick to react given the number of properties lost and received payment around October The check was made out to myself and my lender (naturally) I also called the lender to advise of the flooding was as sent the necessary forms--at the first call I told the lender that I would be acting as my own contractor (as allowed by my local permit office) Once they received the check in the amount of over $ 40,and over months later (after I had completed the debris removal, installed insulati

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I Am Not Satisfied With The Response For Reasons1) Although Carrington Did Not Hold The Motgage For The Entire Year, And The Ammt Paid To Them Was Slightly Under The $Benchmark, I Paid The Mortgage For The Entire Year And The Interest I Paid Was Over The $BenchmarkThe Mortgage IIsIs One And Of The SameThe Mortgage Had Over $In Interest Paid In 2) Although Carrington Did Not And Does Not Believe They Are Lawfully Required To Provide The Tax Form, I Did Request The Tax Form And When I Was Denied That Request, I Did Request An End Of Year StatementThe eOY Statement Request Was Also DeniedBoth Requests Were Denied In A Very Rude MannerAs A Customer, I Believe That Although The Company Did Not Believe They Were Legally Required To Provide Either Statement, Nor Have An EOY Statement Available Online, It Is In Good Business Practice To Make A Good Faith Attempt To Provide A Clent With This Requested StatementInstead Of Providing Me With The Statement, I Was Very Rudely Rejected]
Regards,
*** ***

Scheduled a payment in January through their website, twice by mistake Website did not allow the cancellation of the erroneous scheduled payment I was charged twice for NSF, because not being able to cancel an erroneous scheduled payment through the website

Very efficient & courteousAlwsys returned calls & answered my questions promptlyMuch better service than several previous attempts to re-financeAbsolutely great!!

July 15,2015*** ** *** ** *** *** *** ** *** RE: Loan No.: *** Primary Borrower: *** ** *** Co-Borrower: *** ** *** Property Address: *** *** *** *** ** *** Complaint I.DNo.: ***Dear Mrand 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 above-referencedloan received in our office via email on June 26, 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.As we understand the complaint, you claim that CMS failed to pay your property taxes that weredue to on April 30, You state that you have made attempts to have this matter corrected,but as of June 26, 2015, which was the date that you filed the above referenced Revdex.com complaint,CMS still had not disbursed your property tax payment from your escrow account.At the outset, please note that the servicing of this Veteran's Administration ("VA") insured loanwas transferred from *** ** *** *** ("***") to CMS on April 2, On April 6,2015, CMS issued you the attached Notice of Service Transfer ("Hello Letter") notifying you ofthe service transfer to CMSAt the time of the service transfer your loan was contractuallycurrent and showing due for the May 1, mortgage payment.Upon receipt of your complaint, CMS has thoroughly reviewed your loan and found that theprior loan servicer should have paid your property taxes prior to the date that your loan wastransferred to CMSCMS is able to confirm that the loan was acquired with informationshowing that the next due date of your property taxes was in July Because CMS wasaware that your property taxes should have been paid prior to July 2015, CMS requested itsproperty tax vendor to research the property tax statusThe property tax status researchdetermined that your property taxes that were due on April 30,were delinquent.Accordingly, CMS immediately requested that your property tax payments be disbursed fromyour escrow accountCMS is able to confirm that your county and city taxes were disbursedfrom your escrow account on June 22, Please be advised that your loan was not assessedany late fees or penalties for the late payment of your property taxes as the late fees or penaltieshave been charged to the prior loan servicer.A review of our records found that on July 7, 2015, CMS received loan payoff proceeds in theamount of $50,These funds were applied to your principal balance in the amount of$50,578.19, interest due in the amount of $and the remaining $was placed in yourescrow accountCurrently, your escrow account contains a balance in the amount of $1,038.39.CMS is completing the reconciliation of your loan and all remaining escrow amounts that aredue to you will be refunded to you within the time allowed under applicable law.CMS would like to take this opportunity to sincerely apologize for any inconvenience that youmay have experienced due to the prior loan servicer' s delay in paying your property taxes as wellas for the time that it took CMS to verify that your property taxes were in fact unpaidAttachedfor your ease of reference is a copy of your loan payment history as well as a copy of the loanservicing system payment codes and definitionsShould you wish to further discuss any aspectof your loan, we encourage you to contact CMS's Customer Service Department at *** *** for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at *** ***, Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely, *** ***Customer Advocate CC: Revdex.com

Carrington Mortgage's website and phone service will not allow me to make payments to my mortgage account I have been trying to do so for about a week now Each time I try to make a payment I am being told, "Payments are not authorized on this account." Now, due to the company's incompetence, I am going to be charged a late fee on my account and my credit is going to suffer I have never been late on a payment and when speaking with representatives, they tell me there's nothing that can be done So not only can I not make a payment, when I finally can make one, I believe the late fee should be waived since this is no fault of my own

This refinance was a very smooth transactionAnd was done in a very business and timely manner

At the end of 2015, normally every mortgage business does an escrow analysisCarrington Mort LLC sent me my analysis and usually ask if the difference is going to paid in full or prorated throughout the yearWell I could not paid the whole amount so my escrow payment increased with my Feb paymentI have been paying $towards the principal ever since I started paying my mortgage, never had an issue the money been applied to the principalStarting in March 2016, the $was applied to the shortage escrow (not my intent) I called and someone told me they were going to take the money an applied to the principalI am paying a higher mortgage payment because I could not pay the escrow shortageNow in April I noticed the $was split between Principal and EscrowI would like for my be applied towards my principalI never had any issues before so I can't understand why all of the sudden things changed

Carrington says they never received my payment for the Month of April I have bill pay setup with my bank and my bank mails the checks out According to my bank they mailed the check and it was cashed on April 8th Carrington is insistent that they never received my payment and have charged me a late fee and keep calling me harassing me for my payment They are also threatening to report it to my credit I have been trying to get this resolved now for about a month I faxed them a copy of the check images from my bank to prove they cashed the check They told me they never got the fax I tried again while talking to of the their customer service reps and then she said she got it But my account still shows the missing payment and the late feeI am getting so sick of this And them reporting it to my credit is completely unacceptable I made the payment and I made it on time There is no reason this should affect my credit and no reason I should have to pay a late

to months ago, I entered an agreement with Carrington Mortgage Services in connection with a Short SaleMy Real Estate Agent's team handled negotiationsOn November 28, I signed all documents that transferred the title to the BuyerOn November 29, the Buyer signed and the deal was closedThe morning of November I picked up my settlement check from the Title Coand made a depositThe evening of November I received calls and a message via email from my Real Estate Agent and the Title Company that Carrington had refused the deal and would refuse the deal, put the house in foreclosure and not allow it to be re-listed as a shorf-saleThen Carrington threatened to file a sanction against the Title Company if they did not cancel the settlement check and send the money to themIn addition, Carrington stated they had not agreed to the terms of the Short Sale and requested that the paperwork be revised to omit my relocation fundsThe transaction was cleared through HUD and I

I applied for a mortgage loan in October for a property I wanted to purchase at *** *** *** ** ***, ** ***I received an email on October 20th that the loan was approved (loan number ***) so I signed all the disclosuresame to proceedI was ordered to do an appraisal, inspection, winterization which required all utilities to be turned on so I connected electric, gas and waterI also had to purchase home owners insurance which I didAll underwriting conditions were met and submitted, final conditions submitted on November 23rd and loan was supposed to be closed on November 30th .I extend my contract three times because nobody will read my loan and issue a clear to close till todayI am been asked to move out of my current residence I occupy with my wife and kids because my current resident has a new owner and I was under the intention my loan will be closed on November 30thThis has caused a great hardship on my and my family as we are about to be homeless with no house

I am dealing with a lady in Texas Katrin, talked me into deed of liens, said I would get checkWhen I call they say I need fill out form , there email me, never got by mail or emailCan see they are doing yard work my property going Move back in they can go expense of getting me out

Mortgage payment was made on 12/13/We were unaware that the escrow payment had changedCarrington Mortgage placed the account as a day late and placed the funds in suspenseOnce I was aware of the problem I contacted Carrington and late fees were removed and paid them the amount of escrow shortage I have another loan with them and the same thing happened and they simply billed the escrow shortage on the next statement

Carrington Mortgage purchased my mortgage from bank of america at first I thought it was a good thing That is not the case their paperwork is improperly dated and they constantly call my phone prior to my payment being dueI consider this harassment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Carrington claims I am making new allegations and this is not true I have stated since my first complaint, my bank verified to Carrington that my account or routing number have never changed and that I was told from my bank they DID NOT contact Carrington to state my routing or account info had changed See letter from *** *** verifying this If this is true, they would have provided a document from *** *** which they have not Each month since February, (the first time I used online pay) I have received a block on my account, even after confirming my information was in fact correct several times and there were NO ISSUES with it being paid! It was paid right away each time and if my information was incorrect, my bank would not have paid it! I even had a *** *** representative call Carrington 3-way to explain all of this and confirm themselves (since me telling them several times did no good) my account information and routing number on each payment was correct and paid each time Please explain to me how my account was blocked even after my bank (representative ***) called Carrington! And for Carrington to say that they called me several times is pointless, they were calling to tell me my payment was late and I was told I had until the end of the month before it was considered days late I explained to them I was in the process of having the whole loan paid off through a refinance and was going to wait and see if we closed before having to make my current month payment What does this have to do with blocking my account from making a payment? At no time during these conversations was a block on my account discussed! This is very simple: I attempted to make my mortgage payment on time (before it was considered days late) but Carrington would not take the payment because each month they automatically block my payments and they claim my routing and/or account info was incorrect This is not true, my payments were paid, *** *** has confirmed this in a written letter, CArrington has not provided any documents from my bank stating that my information was incorrect Again, there are several people who have made this same complaint online I'm not the only customer who has experienced this issue, just look on *** with all the one star reviews Read reviews from Revdex.com I read so many complaints about how people had their accounts "mysteriously blocked from making payments"It is clear that Carrington will not admit they have a faulty system and are blaming me as an easy way out How long is this back and forth going to go on? I refuse to let Carrington ruin my perfect credit over their wrong-doing This company needs to take responsibilityI'm not the only customer that feels this way One out of five stars on *** says it all!!!!
Regards,
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