Carrington Mortgage Services LLC

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,
*** ***

June 10, 2016 *** *** *** *** *** ** *** RE: Complaint ID No.: ***Loan No.:
***Property Address: *** *** ***, *** ** *** Dear Mrand Mrs***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on May 24, 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 express concerns with the escrow cushion requirement on your loan imposed by CMS, which has caused your monthly payments to increase. In addition, you state that you have received a flurry of emails and calls by CMS offering to change the original terms of your loan, and you are requesting that CM cease calling and emailing you with these offers At the outset, please note the servicing of this Veteran’s Administration (“VA”) insured loan was transferred from *** *** (“***”) to CMS on or about February 2, 2016. Attached for your ease of reference is a copy of the February 8, Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer. At the time of the service transfer your loan was showing contractually due for the February 1, payment. While CMS began servicing the loan on February 2, 2016, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition. This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information. Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date. Upon review, our records show that on March 18, 2016, an Escrow Analysis was completed. This Escrow Analysis was completed as part of the post service transfer requirements mentioned above. That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”). A copy is attached for your ease of reference. The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning May 1, and ending April 30, More specifically, the AEADS projected that your yearly county taxes would be $1,732.04, and your yearly homeowners insurance premium would be $1,403.00. Correspondingly, your total disbursements for your escrow cycle beginning May 1, and ending April 30, were calculated to be $3,The total projected escrow advances divided by twelve (12) equals $per month and represents the required escrow payment beginning May 1, 2016. In addition, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds. Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle which is over a twelve-month periodAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at ***. In light of the above, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning May 1, and ending April 30, The total escrow cushion that CMS may collect is $522.50. For an explanation of the escrow shortage please refer to the next section of the AEADS, below the Projected Escrow Activity from May 1, and ending April 30, and note the projected low point balance of $for July 2016. Looking at the next column for the same date under “Required”, please note that the low point balance should be $(1/6th cushion). As such, CMS is collecting the difference between the projected low point balance of $and the $required low point balance, which added together, equals $107.10. This escrow shortage is being collected over a twelve (12) month period starting with the May 1, payment, resulting in a monthly shortage collection in the amount of $8.92. The following is a summary of the total payment amount beginning May 1, 2016. Principal and Interest Payment $1,411.22Escrow Payment $ 261.25Escrow Shortage $ 8.92Total: $1,681.39 It is important to note that your previous payment in the amount of $1,included a principal and interest payment in the amount of $1,and an escrow payment in the amount of $185.81. Based on the projected escrow advances of $3,and the required cushion for the escrow account, your prior escrow payment would have been insufficient and would have resulted in an escrow shortage. Lastly, our records show that your loan was included in the CMS Mortgage Lending Department refinance solicitation campaigns. Calls and email solicitations were made on or about March 3, 2016, April 7, and May 10, 2016. Per your request, on June 6, CMS removed your contact information from the CMS Mortgage Lending solicitation campaigns. Based on the foregoing, we conclude that the annual escrow analysis and payment adjustment were completed in accordance with RESPA and the established loan servicing policy and procedure for this VA insured loan. It is important to note that the annual escrow analysis is required by law, and payment adjustments may be required from time to time to ensure proper accounting of escrow funds and also to insure sufficient funds for projected disbursements for the payment of taxes and insurance. While we understand you would have preferred a different outcome, we respectfully submit that the collection of the cushion is permitted by law and common within the mortgage industryTherefore, CMS will continue to comply with federal law and collect the allowable escrow cushion. Attached for your ease of reference is a copy of your Note, Deed of Trust, and payment history that includes payment and escrow transactions on your loan for the past twenty-four months. Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** *** or fax your correspondence to *** ***. Finally, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error. We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at *** ***, 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 NOTIyou have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney. -CREDIT REPORTImay report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations. -MINI MIRANDA-This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States. -HUD COUNSELOR INFORMATIyou would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***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 20580. -SCRA Disclosure-MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at *** -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 *** *** *** *** ** ***