Carrington Mortgage Services LLC

I was extremely happy with my representative Gina
She answered all my questions and made the whole process go very smoothThanks to all the people that worked on my loan

Carrington Mortgage Services, LLCdid not pay our property taxes in December of to Baltimore City through our escrowWe relieved a letter from Baltimore City that if not paid within a month, our home would be seized and auctioned off We immediately informed Carrington and begged them to pay They told us they would open an 'investigation'weeks later, they had no result One week later, still nothing
In order to not lose our house, we had to scrape together our own savings to pay the taxes ourselves
We are now begging Carrington to pay us back (reimburse) the money we payed for these overdue taxes they should have paid in the first placeAgain they opened a day 'investigation', which again, resulted in nothingI called back today, and now there is a 15-day Escrow Analysis that may or may not result in a refund
This is not acceptable I need Carrington to admit that they messed up, and pay us back our moneyWe did what we had to do to not lose our ho

March 11,
*** ** ***
*** *** *** ***, ** ***
RE: Loan No.: ***
Borrower: *** ** ***
Property Address: *** *** *** ***, ** ***
Complaint I.DNo.: ***
Dear Ms***:
The Customer Advocate Department of
Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office email on February 25, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As we understand the complaint, you claim that CMS has misapplied funds to your loan causing you to unnecessarily pay additional mortgage payments to CMSYou state that CMS has improperly sent you delinquency notices and has reported derogatory information to your credit profile indicating that you either failed to make mortgage payments or that mortgage payments were paid lateYou state that CMS representatives were rude to you and unhelpfulYour complaint goes on to raise concern that CMS may have improperly increased your mortgage paymentYour desired resolution is for CMS to properly apply all payments received from you, remove any derogatory information from your credit profile, and to transfer the servicing of your loan to another servicer
As you know, the servicing of your Veteran’s Administration (“VA”) insured loan was transferred from *** ** *** *** (“***”) to CMS on April 2, On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSAt the time of the service transfer your loan was contractually current and showing due for the April 1, mortgage payment in the amount of $This payment was made up of principal and interest in the amount of $and a monthly escrow collection in the amount of $
CMS has reviewed your loan payment history for the period directly prior to the service transfer to CMS and has confirmed that your prior loan servicer received funds in the amount of $on March 2, At the time of receipt, your loan was contractually current and showing due for the March 1, mortgage payment in the amount of $On March 16, 2015, your prior loan servicer received new funds in the amount of $That day, your prior loan servicer applied $($plus $equals $542.70) to the March 1, mortgage payment
Then, on March 30, 2015, your prior loan servicer received new funds from you in the amount of $On March 31, 2015, your prior loan servicer applied the $to your principal balance which reduced your outstanding principal balance from $82,to $82,As outlined above, the servicing of your loan was then transferred to CMS on April 2, At the time of transfer, you principal balance was in the amount of $82,387.64, with an unapplied balance in the amount of $
It is important to note that as of the effective date of the service transfer, your semi-monthly mortgage payments would no longer be automatically debited from your bank accountThis information was provided to you within the third paragraph on page two of the April 6, Hello Letter which is as follows
If your monthly payment is being electronically drawn from your checking or savings account by *** ** *** ***, this process will be discontinued in connection with the servicing transferPlease visit our website at https://carringtonms.com, or contact one of our Customer Service Representatives, toll-free, at *** ***, for available payment options
CMS would like to take this opportunity to remind you that all payments are due on the first day of each month and are considered late as of the second day of the monthIf the full mortgage payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loanAny payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentAttached for your ease of reference is a copy of your Promissory Note demonstrating that your full mortgage payment is due on the first day of each monthCMS has the right to send you delinquency notices when your payment is not received by CMS on the date that payments are due
That being said, a review of our records shows that on April 29, 2015, you contacted CMS and explained that you were making semi-monthly mortgage payments to your prior loan servicerDuring this phone conversation, you stated that you believed your loan should have a credit of $and that you desired those funds to be applied towards your April 1, mortgage paymentThe CMS customer service representative that you spoke with was unable to confirm that payment information at that moment; however, you were notified that a request to research your loan payment history would be completed and that if an additional mortgage payment was applied to principal or escrow by your prior servicer in error, such mortgage payment would be reversed and applied to your April 1, mortgage payment
On April 30, 2015, you contacted CMS explaining that you confirmed your loan did not have a credit in the amount of $as you originally believedDuring this phone conversation you acknowledged that your loan only had additional funds in the amount of $which you confirmed were applied to your principal balance by your prior loan servicer on March 31, It was during this phone conversation that you indicated you changed your mind and consented to the application of those funds to your principal balance by your prior loan servicer
Upon receiving this information, the CMS representative understood that no further action was required by CMS; however, the CMS representative was unaware at that time that a request to research your loan payment history had been previously opened and that CMS’s Cashiering Department had already been notified that if additional funds were applied to principal/escrow by your prior servicer in error, such funds should be reversed and applied towards the April 1, mortgage paymentAs indicated above, the request was opened pursuant to your earlier telephone request made on April 29,
Although CMS received no mortgage payment from you during the month of April 2015, CMS received funds in the amount of $1,from you on May 4, These funds were applied to satisfy the April 1, and May 1, mortgage payments in the amount of $each ($plus $equals $1,085.40)On May 8, 2015, CMS’s Cashiering Department completed the requested research and reversed the $from your principal balanceThese funds were placed in an unapplied status as the funds were insufficient to satisfy a full mortgage payment in the amount of $
Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transferIt is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 4.25% or your monthly principal and interest payment in the amount of $In addition, a condition of your VA loan requires you to maintain an escrow account for the payment of hazard insurance and property taxes
On May 20, 2015, CMS completed an initial escrow analysis for your loan and issued you the attached escrow analysis notificationAs you may recall, the escrow analysis projected total annual escrow disbursements in the amount of $1,370.80, which included a hazard insurance premium in the amount of $and property taxes in the amount of $RESPA guidelines limit the amount of funds a loan servicer may require a borrower to hold in an escrow account, commonly known as an escrow cushionAlthough RESPA does not require the lender to maintain a cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account
Because the total annual escrow disbursements for your loan were projected to be $1,370.80, your escrow account was required to have a minimum of $at all times ($1,divided by equals $228.46)Based upon the projected disbursement date of the escrowed items, CMS determined that your escrow account balance would be only $in March Because you were required to have $in your escrow account at all times, CMS determined that your escrow account contained an escrow shortage in the amount of $at that time ($minus $equals $110.85)
In order to prevent any undue hardship, CMS spread the escrow shortage of $over a period of twelve months which resulted in an increase to your monthly mortgage payment in the amount of $10.40, from $to $effective with the July 1, mortgage paymentFor your ease of reference, an itemization of the July 1, mortgage payment is outlined below
Principal and Interest: $
Base Escrow Collection: $ ($1,divided by 12)
Monthly Escrow Shortage: $ ($divided by 12)
July 1, Payment $
On June 12, 2015, you contacted CMS and directed the CMS representative to apply the funds in the amount of $towards your June 1, mortgage payment even though the funds were not sufficient to satisfy the June 1, mortgage payment in the amount of $Our records show that while your loan had funds in the amount of $in an unapplied status, CMS received no additional funds from you during the month of June CMS would like to remind you that the funds in the amount of $were specifically being held in an unapplied status until the time that CMS was in receipt of additional funds required to satisfy the June 1, mortgage payment that was due at that time
On June 25, 2015, CMS spoke with you and provided you with the status of your loan as well as the amount due to satisfy your June 1, mortgage paymentWhen asked when you would be paying the remainder of your June 1, mortgage payment, you indicated that there was a payment that your prior loan servicer received from you but that your prior loan servicer failed to forward that payment to CMSAlthough you agreed to pay the June 1, mortgage payment on or before June 26, 2015, CMS received no such mortgage payment from you
On July 2, 2015, CMS received a partial payment from you in the amount of $bringing the total amount of funds in CMS’s possession to $These funds were applied to your June 1, mortgage payment and the remaining $remained in an unapplied status until the time that CMS was in receipt of additional funds required to satisfy the July 1, mortgage payment in the amount of $On July 24, 2015, CMS received finds in the amount of $from you which were sufficient to satisfy the July 1, mortgage payment and the $that was previously held in an unapplied status was then applied to your principal balanceAfter the application of these funds, your loan was contractually current and showing due for the August1, mortgage payment with an unapplied funds balance of $
On August 24, 2015, CMS received funds from you in the amount of $These funds were applied to the August 1, mortgage payment in the amount of $and the remaining $was applied to the late charge assessed because CMS was not in receipt of your mortgage payment on or before the sixteenth day of that monthAgain, please remember that if your full mortgage payment is not received by CMS on or before the sixteenth day of the month, your Note provides that a late fee may be assessed to your loan
On September 18, 2015, you contacted CMS and requested the CMS representative to process a phone paymentWhen you were informed of the customary phone payment fee of $15.00, you requested that the CMS representative waive the phone payment feeThe CMS representative declined your request and notified you that you could access CMS’s Loan Servicing Website (“LSW”) to make an online payment at no cost to youOur records show that you made numerous online payments to CMS prior to this date which would indicate that you were aware that CMS’s LSW charged no fee to make an online mortgage payment; however, CMS’s LSW requires that all payments are made sufficient to pay the total amount due including any fees that are outstanding at that timeIt was at that time when you began using inappropriate language and verbally abused the CMS representative
Shortly thereafter, you accessed CMS’s LSW and initiated an online chat session with a CMS representativeYou explained that you were experiencing security issues that were preventing you from making an online mortgage payment at that momentThe CMS representative confirmed that CMS’s LSW was not experiencing issues and that the errors you were received were not due to any issue with CMS’s LSWThe CMS representative encouraged you to contact CMS via telephone for further assistance
Later on September 18, 2015, you contacted CMS stating that you were unable to obtain a secure connection to CMS’s LSWIt was at that time that the CMS representative offered to process a phone payment for youAfter speaking with a CMS supervisor the CMS representative agreed to waive the customary $phone payment processing fee as a one-time courtesy and as an expression of CMS’s commitment to the highest standards of customer satisfactionThat day, CMS received and applied $to your September 1, mortgage payment
On November 3, 2015, CMS contacted you because CMS was not in receipt of your October 1, mortgage paymentDuring this phone conversation you explained that you mailed a payment to CMS that dayWhen the CMS representative inquired as to the reason why your payment was made late, you refused to provide that information to the CMS representativeOn November 5, 2016, CMS received finds in the amount of $which were applied to your October 1, mortgage payment that same dayCMS has confirmed that your October mortgage payment was properly reported to the credit reporting agencies as being received more than thirty days past the due date
On November 20, 2015, a property inspection fee was billed to your loan in the amount of $The property inspection was ordered by CMS on October 23, in an effort to protect the security interest in the propertyCMS was notified by CMS that the Federal Emergency Management Agency (“FEMA”) declared the area where your property was located as a Federal Declared Disaster Area (“FDDA”) under the *** *** Severe Storms and Flooding (***)CMS conducts property inspections under such circumstances to ensure that the value of the collateral is being preserved
On December 4, 2015, CMS was not yet in receipt of your November 1, mortgage payment when a CMS representative contacted you in an effort to determine when you planned on making the November 1, paymentDuring this phone call, you again refused to provide CMS with the reason this payment was not paid timely; however, you did request the CMS representative to process a phone payment to satisfy the delinquent November 1, mortgage paymentThe CMS representative processed your payment as you requested and a payment in the amount of $was applied to the November 1, mortgage payment that same dayCMS has confirmed that your November mortgage payment was properly reported to the credit reporting agencies as being received more than thirty days past the due date
On January 8, 2016, you accessed CMS’s LSW and processed a no-cost online payment transaction in the amount of $1,As you know, CMS’s LSW requires that all payments are made sufficient to pay the total amount dueThe online payment in the amount of $1,was applied to the December 1, mortgage payment and to the January 1, mortgage payment in the amount of $each for a total amount of $1,106.20, and the remaining $was applied to the property inspection fee assessed to your loan on November 20, CMS has confirmed that your December mortgage payment was also accurately reported to the credit reporting agencies as being received more than thirty days past the due date
On January 22, 2016, CMS completed a new escrow analysis for your loan to fall in line with the *** *** state mass analysis cycleThat same day, CMS issued you the attached escrow analysis notificationThis new escrow analysis projected total annual escrow disbursements in the amount of $1,373.41, which included a hazard insurance premium in the amount of $and increased property taxes in the amount of $
As allowed under RESPA guidelines, CMS required you to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of your escrow account which was equal to $($1,divided by equals $228.90)Based upon the projected disbursement date of the escrowed items, CMS determined that your escrow account balance would be $in April Because you are only required to have a minimum balance of $in your escrow account at all times, CMS determined that your escrow account would contain an escrow surplus in the amount of $at that time ($minus $equals $74.61)
That escrow surplus was refunded to you on January 22, and your monthly mortgage payment was reduced by the amount of $9.01, from $to $effective with the March 1, mortgage paymentFor your ease of reference, an itemization of the March 1, mortgage payment is outlined below
Principal and Interest: $
Base Escrow Collection: $ ($1,divided by 12)
March 1, Payment $
On February 5, 2016, you accessed CMS’s LSW and processed a no-cost online payment in the amount of $which was applied to your February 1, mortgage payment that same dayBecause your February 1, mortgage payment was received by CMS within the same month that the payment became due, CMS notified the credit reporting agencies that this mortgage payment was paid on time
On February 23, 2016, you contacted CMS and inquired as to the reason CMS was not reporting your loan and payment information to the credit reporting agenciesDuring this phone call you indicated that CMS did not report for the month of January The CMS representative researched CMS’s credit reporting history for your loan and confirmed that CMS last reported loan and payment information in February for the month of January Because you claimed that the information provided to you by the CMS representative was incorrect, your call was transferred to an Escalation Specialist within CMS’s Customer Service Department
During the phone call with a CMS escalation specialist, you again stated that you believed CMS last reported information to your credit profile for the month of December The CMS escalation specialist reiterated that CMS did in fact report information for your January mortgage payment to the credit agencies on February 10, You again disputed that information and stated that a copy of your credit report did not show CMS reported information for the month of January In an effort to assist you, the escalation specialist asked you to fax a copy of the credit report in question to her so that she could research the matter further
You declined to fax a copy of your credit report to CMS and instead requested that an email address be provided to you so that you could to send a copy of your credit report to the CMS escalation specialistThe CMS escalation specialist explained that she was unable to provide you with an email address as she was unable to accept emails from outside of the company; however, it was explained that you could fax your inquiry directly the CMS escalation specialist, which would be forwarded to CMS’s Customer Service Research Department to issue a written response to youYou then requested that your call be transferred to a CMS supervisor
As you requested, your call was transferred to a CMS supervisor to further assist youDuring this phone conversation, you expressed dissatisfaction with the way that CMS managed your loan and claimed that CMS was in possession of an additional mortgage payment at the time your loan was transferred to CMSYou went on to claim that the additional mortgage payment was held in an unapplied status by CMSYou then restated your belief that CMS failed to report loan and payment information to your credit profile for the month of January
The CMS supervisor reviewed your loan in detail as did the two prior CMS representatives and confirmed that CMS did in fact report loan and payment information to the credit agencies in February for the month of January When you explained that you were looking at your credit report which stated otherwise, the CMS supervisor explained that your credit dispute should be sent to CMS’s Customer Service Research Department via mail or via faxIt was at this time that you became unprofessional and used inappropriate language towards to the CMS supervisor
The CMS supervisor politely explained that in order to research your concern, CMS would need to review the credit report you had in your possession because CMS’s records showed that loan and payment information was accurately being reported to the credit reporting agenciesThe CMS supervisor again attempted to provide you with the fax number and mailing address to CMS’s Customer Service Research Department and explained that a written response would be issued to you within thirty daysYou were clearly dissatisfied with the expected turn-around time and began to verbally abuse the CMS supervisorUpon doing so, the CMS supervisor politely asked you to remain professional as he would be forced to terminate the call if you continued the verbal abuse
You responded by stating that you would send a credit dispute to CMS every day until you received a written response from CMS and you further demanded that CMS’s response should contain information to show that CMS has removed derogatory information from your credit profileThe CMS supervisor again explained that once CMS received a credit dispute from you a response would be issued to you within thirty daysYou then used profanities towards the CMS supervisor and abruptly terminated the phone call
As you were notified multiple times on February 23, 2016, CMS typically reports loan and payment information to the major credit reporting agencies on or about the tenth day of the following monthFor example, CMS would report information to the credit reporting agencies on or about February 10, for loan and payment information surrounding the month of January CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan informationWe have determined that the information reported to the major credit bureaus properly reflects your payment history and loan informationWe are, therefore, unable to make the requested changes to the reported information
That being said, 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 credit dispute and/or a Notice of ErrorAccordingly, CMS has suppressed the reporting of loan and payment information to your credit profile and intends to remove the credit suppression on or about April 25, and plans to resume credit reporting on or about May 10, for the month of April
CMS would like to take this opportunity to clarify any misperception that you may have in regard to your belief that CMS was in receipt of an additional payment at the time of the service transferAs outlined above and as demonstrated within the attached loan payment history, CMS was in receipt of only a partial payment in the amount of $which was placed in an unapplied status on May 8, after the funds were reversed from your principal balanceThese funds were applied to your June 1, mortgage payment after CMS receiving a partial payment from you in the amount of $on July 2, In light of this information, CMS respectfully submits that CMS was not in possession of an additional mortgage payment at the time of the service transfer as you claim
Most recently, you accessed CMS’s LSW and made an online payment in the amount of $These funds were applied to your March 1, mortgage payment that same dayAs of the date of this letter, your loan is contractually current and showing due for the April 1, mortgage payment in the amount of $
Please be advised that while taking the actions necessary to research your loan and respond to your loan payment concerns, CMS identified that the property inspection fee in the amount of $that was billed to you on November 20, was improperly coded as being recoverable from you due to an inadvertent clerical errorUpon discovering the unintentional clerical error, CMS has initiated the appropriate actions to reverse the $that you paid, and to remove the property inspection fee from your loanOnce the property inspection fee you paid on January 8, is reversed, the $will be placed in an unapplied status
Based on the foregoing, we believe the record is clear that CMS has accounted for all mortgage payments received from you and had properly applied all mortgage payments to the appropriate mortgage payment dueIt is also clear that CMS has properly managed your escrow account, and has accurately reported loan and payment information to the major credit reporting agenciesPlease be advised that CMS has no intention of transferring the servicing of your loan at this time
Finally, after listening to multiple phone conversations you have had with CMS, CMS has determined that CMS representatives have been professional and courteous to you and have attempted to assist you time and time again, although you have not maintained the same level of professionalism and have been verbally abusive towards CMSShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance; however, CMS representatives reserve the right to terminate any calls from you in which you become verbally abusive, personally insulting and/or use profanity
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

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
There is much documented evidence from other individuals about how this company took over their mortgage in a "hostile takeover", and then received poor serviceIt is my intention to make sure anyone else knows that it is in their best interests to not do business with this companyEverything they say is a liePlease make sure individuals are able to see their complaints, and hopefully avoid being trapped into doing business with this pitiful excuse for a bill collection agency
Regards,
*** ***

I am a US Army Veteran with excellent credit, unfortunately by Bank of America VA mortgage was purchased by CarringtonThey are now charging a $convenience fee to make a online paymentI find this insulting, I have two other mortgages with other banks that do not gouge VetransI emailed their resolution deptsurprise no responseStay away from Carrington

February 7,
*** ***
*** *** ***
*** *** *** RE: Complaint ID: *** Loan No.:
*** Primary Borrower: *** ** *** Property Address: *** *** *** *** *** *** Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a Revdex.com (“Revdex.com”) complaint regarding the above-referenced loan we electronically received on January 19, 2017. CMS is committed to responsible lending and servicing and would like to address any concerns you may have. The following is our response to the issue(s) raised in your January 19, inquiry As we understand the complaint, you claim that your property suffered flood damage on August 12, (the “Date of Loss”). You claim to have contacted your insurance carrier who, in October 2016, disbursed insurance proceeds to you totaling $40,142.89. You claim you advised CMS of the flood damage sustained by the property, and CMS, in turn, forwarded you the “necessary forms.” You claim to have forwarded the insurance proceeds to CMS, and three months after the Date of Loss, CMS informed you that a license contractor must make all repairs to the property. You allege you found a licensed contractor approximately one month after learning of CMS’ contractor requirement Further, you claim the documents, which CMS provided to you, required disbursement of the insurance proceeds in three separate and equal paymentsYou claim to have received the first disbursement of insurance proceeds, totaling $8,047.63, on January 17, 2017. However, you claim the first disbursement should have been $13,380.96, representing 33.3% of the total proceeds of $40,142.89. Your desired resolution requires CMS to fulfill its duties and release the insurance proceeds pursuant to all applicable written agreements Our records indicate that your loss occurred on August 12, 2016. On August 15, 2016, the Federal Emergency Management Agency (“FEMA”) notified CMS that your property was in a *** declared disaster areaOn August 19, 2016, you notified CMS that your property was affected by flood damage. We have no record of CMS being advised that you would act as the contractor overseeing all repairs made to the property On August 25, and on August 26, 2016, CMS unsuccessfully attempted to contact you and left a voicemail requesting you to contact CMS as soon as possible. On August 30, 2016, CMS again attempted to contact you, but was advised that your phone line was disconnected. Thus, on September 1, 2016, CMS attempted to contact you through FEMA’s “Outreach Program” without success On September 2, 2016, CMS finally spoke with you and advised you that *** had notified CMS that the property was in a *** declared disaster areaYou advised CMS that the property was in fact damaged and that you would send to CMS the $8,disbursement advance your insurance company forwarded to you. On September 6, 2016, you informed CMS that the $8,check would be sent via overnight delivery. On September 13, 2016, CMS received the $8,claim check, check no*** (the “September Check.”) CMS also received correspondence from your insurer, *** *** *** *** (“***”), explaining that the September Check was an advance payment of the total amount of insurance proceeds to be disbursed. CMS endorsed and sent the September Check, along with a loss draft claim packet, to you on September 14, On or about October 17, 2016, *** *** *** *** (“***”) began managing the loss draft process for CMS. On October 17, 2016, you spoke with an *** representative who advised you to send the fully endorsed insurance proceeds check for $40,to ***. The *** representative further requested a completed loss draft claim packet be sent with the endorsed check. *** separately emailed you an additional loss draft claim packet on October 17, 2016. On October 26, 2016, *** received an endorsed check in the amount of $40,(the “October Check”). *** provided the October Check to CMS for deposit in your restricted escrow account. On October 31, 2016, an *** representative attempted to contact you to inform you that several loss draft claim packet documents had not been submittedSpecifically, *** had not received copies of the following: (1) the insurance estimate; (2) the notarized mortgagor affidavit; (3) the signed bid; (4) the contractor’s W9; and (5) the contractor’s license affidavit (collectively, the “Missing Documents”). However, you were unavailable, and thus the *** representative left a voicemail requesting you to return the call. On October 31, 2016, you contacted *** and learned of the Missing Documents. You proceeded to inform *** that there is no contractor licensing requirement in Louisiana, and thus, it would be difficult to retain a licensed contractor. On November 22, 2016, you called *** and inquired as to when to expect an insurance proceeds disbursementAn *** representative advised you that it had not received the Missing Documents. You explained that you had not received a loss draft claim packet, which resulted in *** emailing an additional loss draft claim packet to you. On November 29, 2016, you again called *** to inform it that you had not received the loss draft claim packet. At that point the *** representative attempted to verify your email address on file and found that it was incorrect. The *** representative proceeded to email the loss draft claim packet to the correct email address and separately faxed a loss draft claim packet per your request On December 17, 2016, *** received the Missing Documents. On December 21, 2016, you called *** and inquired as to whether the Missing Documents had been receivedAn *** representative advised that it had received the Missing Documents and a request for an initial disbursement of insurance proceeds would be submitted. On January 4, 2017, *** advised you an initial draw request was submitted on December 22, and that it would take approximately seven to ten business days to process the request On January 10, 2017, an initial draw of $8,made payable to you and *** *** was processed as check no*** (the “January 10th Check”). The January 10th Check amount was calculated as follows: (1) [T]he $8,advance (the September Check sent to you on September 14, 2016) plus $40,(the October Check) results in a total loss amount of $48,142.89; and (2) you were to receive three equal insurance proceeds disbursements meaning each disbursement draw would be $16,($48,/ 3= $16,047.63) However, because you received an $8,advance on your first disbursement draw, the September Check, you were only entitled to an additional $8,($16,total initial disbursement less the $8,advance equals a balance remaining of $8,from the initial draw). Therefore, the January 10th Check was $8,less when compared to the two remaining insurance proceeds disbursement draws. On January 18, 2017, you again contacted *** and inquired about the January 10th Check amount. The *** representative explained that the January 10th Check would have been $16,047.63; however, you had already received $8,of those funds in advance via the September Check. The *** representative separately informed you that it had recently been determined that sixty percent of the property repairs were complete meaning the interim disbursement of insurance proceeds totaling $16,would be processed On January 23, 2017, check no*** for $16,(the “January 20th Check”) was sent to you via overnight mail. Accordingly, you will receive one additional insurance disbursement of $16,once the property’s repairs are between ninety to one hundred percent complete, as determined by an inspection. In light of the above, CMS submits that your loss draft funds have been properly managed in accordance with industry standard and CMS policies and proceduresNevertheless, CMS apologizes for any inconvenience you may have experienced during the Loss Draft process Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (***) ***-***, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** *** ***
CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at *** ***, 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 *** *** *** *** *** *** *** ** *** -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 *** *** *** *** ** ***

My wife and Myself had been approached by this company on many occasions to refinance our home.They were relentless on their request we finally gave in and paid a $appraisal fee, we were told the whole process would only take days Nearly months later nothing had been done.After several phone calls I was told by many employees at Carrington they would not accept waiting that long personally and indeed their handling of this was poor, however we would not receive a refund on the appraisal fee

My husband and I originally took out a mortgage for a house in Tennessee through *** Mortgage, and for years we opted for Automatic Monthly payments with no problemWe were even given a military discount after he joined the US Air ForceWhile being stationed for over five years in North Dakota, we rented out our house back in TN However, in Carrington Mortgage bought ***, and for some reason we were taken off the monthly auto pay programUnfortunately, we got a few months behind on our mortgage before even realizing what had happenedAfter corresponding with *** *** from the CMS customer research department, she stated that CMS mailed us a notification letter to our house in TNObviously, we never received this letter because we were stationed in NDThis was important information that CMS sent to the wrong address, even though clear instructions had been given that we would not be living there for a few years, and that all mail needed to be sent to our power of a

I had fraud on a *** *** account that drained my checking account and cause my mortgage payment to be lateI spoke with an agent of this company and provided them the proof from *** that my account had indeed been a victim of fraudThe agent said that they would NOT post a late pay on my account based on the documentation providedI have called several times to have them honor the agreement and it has still yet to be deleted from my credit file

Payments made are missing from accountHave been accumulating late fees as a result of misapplied paymentsSeveral attempts have been made to rectify with no resolution

Carrington Mortgage Services took over my loan from *** Bank in October of I did not have a choice in the matter, my mortgage was simply soldI placed a temporary stop payment in October so that I could pay on the 9th instead of the 1st when I received my paycheck When I called to pay for October Carrington stated that I did not owe them anything and that the money would be taken from my account every monthI called approximately a month later again to try to make sure that I was not missing a payment and again I was told no I do not owe anything I was pretty sure that the money for October was never taken, but figured that it was just confusion between who got Octobers payment between *** and Carrington So months go by and I get a statement for the month of March stating I owe double my mortgage I figure this is finally Octobers payment tooI call to check with Carrington about the double mortgage they are asking for and they tell me I have been paying days

Mortgage company bought mortgage from *** Carrington Mortgage company changed the terms of the required cushion amount of Escrow They are forcing the monthly price higher and at the same time offering to change the terms of the original loan They have barraged us with a flurry of emails requesting to change our terms so that they can collect more fees

***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
Again as previously stated the funds have been being removed from my account before the "grace" period as I proved via bank statements at the request of the company and yet I am still having late fee's added to my account
Regards,
*** ***

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
[This does not settle all of my problems I have with Carrington MortgageBased on our payment history, which I can provide, we have never paid a late mortgage payment to Carrington MortgageWe were not aware of the mortgage increaseand in turn, our credit has negative marks saying we have missed payments (30-days late)I can prove that this is not trueWe would have been paying the new mortgage payment, which was only $more, had we been aware of the changeWe have never received an email, phone call, or letter letting us know of thisUntil we received the intent to foreclose (over $112)I have asked for my credit to be fixed in this matter, as we have never had an issue for the length of our current mortgage (years)These negative marks need to be corrected on our credit and we will be fully satisfied ]
Regards,
*** ***

March 25,
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
*** ** ***
*** *** ***
***, ** ***
RE: Loan No.: ***
Complaint No.: ***
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 March 1, 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 you submitted a request to CMS to review and approve a partial release of the property in October of and that CMS failed to comply with your requestYou go on to say that you have called CMS on numerous occasions and have not received an update on when the partial release will be completedConsequently, you feel that CMS’s actions and servicing of your loan are unprofessional and carelessAs a result, your desired resolution is for CMS to review and approve the partial release as quickly as possible
As a preliminary matter, our records confirm that you have been in direct contact with a CMS Customer Service Research Department representative who has already confirmed on numerous occasions that your request for the partial release of the property has been reviewed and approved by CMSSpecifically, the representative advised you that in order for CMS to complete the partial release of the property, we need to receive a Partial Release Agreement from youAs a reminder, the Partial Release Agreement is the document that CMS needs to sign agreeing to release the requested portion of the property to another partyFor your reference, attached hereto as Exhibit “A” please find a copy of the Partial Release Agreement that CMS provided to you via email as an example
Additionally, our records also confirm that CMS called your attorney, *** *** ***, on January 15, to advise him of our decision to approve the partial release upon receipt of the Partial Release AgreementDuring this phone conversation, we were informed by Mr*** that he no longer represented youSubsequently, CMS proceeded to contact you directly to advise you of our decision to approve the partial releaseAs of the date of this correspondence, our records do not indicate that we have received the Partial Release Agreement from youAs previously advised, once you have the Partial Release Agreement, please send a copy to CMS so that our office can execute itTo expedite receipt of the document, please send it via facsimile to *** *** and call me directly at *** *** to confirm that you faxed it
If you have any questions or concerns in regard to the Partial Release Agreement, CMS strongly encourages you to consult with a reputable attorney of your choice for further assistanceUnfortunately, CMS cannot provide you with any legal advice
Based on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalfContrary to your allegation that CMS’s actions and servicing of your loan have been unprofessional and careless, our records confirm that CMS reviewed your request for a partial release as timely as possible, communicated with you on numerous occasions to convey our approval of the release in concept, advised you to submit a copy of the Partial Release Agreement for our signature, and even provided you with an example of such an agreementAs a result, CMS respectfully submits that all of your concerns have been addressed within a reasonable timeframe and that our representatives have been professional and more than willing to assist you with your request
Nevertheless, if you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, ***, ** *** or fax your correspondence to *** ***
We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, ***, CA ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** ***, ***, ** ***

December 28, 2016 Original response sent via REGULAR MaIl *** ***
*** *** ***
*** *** ** ***
*
*** ***
*** ***
*** *** ***
*** *** *** *** *** *** *** ** *** 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 1, 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 you informed CMS that your April 1, payment would be late due to fraudulent activity on your PayPal accountYou go on to say that after providing CMS proof of the fraudulent activity, you were assured that your monthly payment would not be reported as delinquent to the credit reporting bureausYour desired resolution is for CMS to honor the verbal confirmation that you claim you received and to remove the delinquency that is being reported to the credit reporting bureaus in connection with your April 1, payment As a preliminary matter, our records indicate that you refinanced your prior loan with CMS and the new loan closed on February 6, with the first payment being due April 1, in the amount of $3,We note here that after the April 1, due date had passed, four calls were placed in an attempt to discuss the payment to no avail On April 18, 2016, we received a payment in the amount of $2,Because your loan was due for the April 1, payment in the amount of $3,554.80, your payment of $2,was applied to the unapplied funds balanceMoreover, we attempted to contact you via telephone to make you aware that the payment that was received on April 18, did not satisfy your April 1, paymentThe attempt at contact was not answered Please note that CMS may accept payments or partial payments that are insufficient to bring the loan current, but we are not obligated to apply such payments to the account at the time such payments are acceptedIn the event that we accept a payment or partial payment that is insufficient to bring the loan current, those funds may be posted to an unapplied funds balance until enough funds are received to bring the loan current On April 19, 2016, the day after receiving the aforementioned funds, CMS sent you a No Contact Letter advising you that your April 1, mortgage payment in the amount of $3,had not been receivedThe letter also stated that late payments, missed payments, or other defaults on your account may be reflected in your credit reportFor your reference, although our records indicate that we continued our attempts to contact you via telephone, no calls were received from you regarding the April 19, No Contact Letter As you may already know, your payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your loanAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting bureaus as lateAlthough the April 1, payment was not received prior to the end of the grace period, our records indicate that a late fee was not assessed to your loan On April 25, 2016, the payment that was received on April 18, in the amount of $2,was rejected by your financial institution due to non-sufficient fundsResultantly, a non-sufficient funds fee in the amount of $was assessed to your loanFor your reference, CMS attempted to contact you a total of five times regarding the April payment prior to April 30, to no avail The following day, on April 26, 2016, CMS sent you an Electronic Return Check Letter advising you that the payment that was received on April 18, in the amount of $2,was rejected due to non-sufficient fundsThe letter provided you with the contact telephone number for our Collections Department which you could call with any questions that you may haveAttached for your review is a copy of the April 26, Electronic Return Check LetterWe note here that we did not receive any calls in response to the Electronic Return Check Letter On May 5, 2016, you contacted our Customer Service Department, during which call you stated that fraudulent activity had recently occurred on your checking account via your PayPal accountYou went on to say that on May 2, 2016, you submitted a payment in the amount of $3,via your financial institution’s online bill-pay service and requested confirmation that the May 2, payment was receivedIn response, the representative stated that the payment that you scheduled via your financial institution’s online bill-pay was not showing as having been received or posted to your loan, but that some financial institutions online bill-pay services may send a physical check via regular mailUpon further review of this conversation, it is clear that no assurances were made by the representative regarding the removal of any derogatory credit reporting with the credit reporting bureaus in connection with the receipt of your April 1, payment On May 9, 2016, we received a payment in the amount of $3,The payment was applied as follows: $3,was applied to the April 1, payment, and the remaining amount of $was applied to the unapplied funds balance On May 13, 2016, we received a payment in the amount of $1,which was applied to the unapplied funds balance increasing the unapplied funds balance from $to $1, Because your April 1, mortgage payment was received outside of the month that it became due, your mortgage payment was legitimately thirty days late and therefore was reported to the credit reporting bureaus as suchIt is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history, and loan information. Although you have stated that fraudulent activity had occurred on your *** account, please understand that such activity is unrelated to the servicing of your loan by CMS or to your responsibility to make your mortgage payments timelyMoreover, because CMS did not cause the delay in the receipt of your April 1, payment, we have determined that the information reported to the credit reporting bureaus properly reflects your payment history and loan informationFurthermore, as stated above, we made several attempts to contact you via telephone and regular mail prior to April 30, to discuss the matter with you, all to no avail Per your Deed of Trust, payments are applied first to mortgage insurance, then to your escrow account, and finally to interest, principal, and late charges, in that orderAs previously stated, in the event that funds are received that are insufficient to bring the loan current, those funds may be posted to the unapplied funds balance until enough funds are received to bring the loan current On May 2016, we received a payment in the amount of $2,That same day, CMS applied the funds of $2,to the unapplied funds balance which increased the unapplied funds balance to from $1,to $3,The payment was then applied as follows: $3,was applied to the May 1, mortgage payment; the amount of $was applied to the principal balance; and the amount of $was applied to the non-sufficient funds fee On June 13, 2016, we received a payment in the amount of $3,which was applied to your June 1, payment in the amount of $3,The difference between the amount due and the amount paid, $5.20, was applied to the principal balance On July 13, 2016, we received your July 1, payment in the amount of $3,via our online websiteRegrettably, on or about July 22, 2016, the payment that was received on July 13, was returned unpaid due to non-sufficient fundsResultantly, a non-sufficient funds fee in the amount of $and a late fee in the amount of $were assessed to your loan On July 25, 2016, we sent you a Return Speed-Pay Letter informing you that the payment that you authorized on July 13, was rejected due to non-sufficient fundsThe letter also stated that due to your payment being returned for non-sufficient funds, any subsequent payment must be received via certified funds onlyAttached for your review is a copy of the July 25, Return Speed-Pay LetterWe note here that CMS did not receive any calls in response to the Return Speed-Pay LetterAlso, our records indicate that we did not receive any payments prior to July 31, which would have prevented another delinquency from being reported to the credit reporting bureaus For your understanding, if two non-sufficient items are received on a single account within a six month period, CMS requires future payments take the form of certified fundsOn or about August 2, 2016, CMS received a payment in the amount of $3,That payment was not made in certified fundsDue to the certified funds requirement, on August 4, 2016, we sent you a Return Check Letter along with the August 2, 2016, payment stating that your payment in the amount of $3,was being returned because your payment must be received in the form of certified funds, and that the amount received was also for less than the contractual payment in the amount of $3,The letter ended by stressing the urgency of contacting our office to make payment arrangements On August 6, 2016, due to the delinquent status of the account, we sent you a Notice of Intent to Foreclose (“NOI”)The NOI stated that the loan was in default and due for the July 1, and August 1, mortgage payments for a total amount due of $7,The letter ended by stating that failure to bring the loan current within thirty days from the date of the NOI may result in the acceleration of the sums secured by the Deed of Trust and the sale of the propertyAdditionally, the notice provided you with our customer service telephone number of (800) 561-to discuss possible home retention optionsPlease note that CMS did not receive any response to the NOI On August 11, 2016, CMS sent you a FHA Thirty-Second Day Delinquent NoticeThe notice informed you that the July 1, and the August 1, payments were due and payableThe notice also stated that late fees in the amount of $were assessed to your loan for a total amount due of $7,Finally, the notice stated that if your mortgage payments were not received by September 10, 2016, CMS may proceed with foreclosure actionAdditionally, the notice included a brochure that provided several loss mitigation options that may be available to you Please note that when an account becomes past due, CMS routinely orders property inspections to protect its interest in the property and ensure that the property has not been abandoned and has not fallen into disrepairFor your reference, our records show that CMS completed a property inspection on or about August 12, due to your loan falling thirty or more days past dueThe total amount of property inspection fees charged to your loan was $Please note that the costs for these inspections are recoverable from you per the terms and conditions of your Deed of TrustAdditionally, these inspections may continue to be performed until such time that your loan is brought currentAlthough this type of fee is assessed to the loan after the property inspection is completed, your monthly mortgage statements do provide a Transaction Activity section that clearly states when fees are assessed to your loan as well as the type of fee being assessed On August 12, 2016, we received a payment in the amount of $5,which was applied to your July 1, payment in the amount of $3,The difference between the amount due and the amount paid, $1,445.20, was applied to the unapplied funds balance On August 16, 2016, we sent you another Return Check Letter along with a payment that was received on or about August 15, in the amount of $3,Once again, the letter reminded you that your payment must be received in the form of certified funds On August 18, 2016, CMS sent you a No Contact Letter advising you that your August 1, mortgage payment in the amount of $3,had not been receivedAgain, although our records indicate that we continued our attempts to contact you via telephone, no calls were received from you regarding the August 18, No Contact Letter On August 27, 2016, we received a payment in the amount of $3,The following business day, on August 29, 2016, we applied the funds in the amount of $3,to the unapplied funds balance which increased the unapplied funds balance to from $1,to $4,The payment was then applied as follows: $3,was applied to the August 1, mortgage payment; $was applied to the principal balance; $was applied to the property inspection; $was applied to a late fee; and $was applied to non-sufficient funds fees That same day, on August 29, 2016, you called our Customer Service Department inquiring if your payment in the amount of $3,was receivedThe representative you spoke with confirmed that your payment was received and you ended the call On September 12, 2016, we received your September 1, payment in the amount of $3, On October 12, 2016, we received a payment in the amount of $3,As stated above, pursuant to your Deed of Trust, payments are applied first to mortgage insurance, then to your escrow account, and finally to interest, principal, and late chargesIn accordance with this payment hierarchy, it is our policy, in the event that a borrower remits a payment that is short $or less, to short the amount paid to principal and interest in order to advance the due dateBecause the aforementioned payment of $3,was short of completing the October 1, payment by $0.80, CMS applied your payment in accordance with the previously mentioned payment processing policy On November 18, 2016, we received a payment in the amount of $3,which was applied to your November 1, payment in the amount of $3,The difference between the amount due and the amount received, $142.20, was applied to the November 1, late fee in the amount of $and the principal balance in the amount of $ On December 17, 2016, we received a payment in the amount of $3,which was applied to your December 1, payment in the amount of $3,The difference between the amount due and the amount received, $45.20, was applied to the December 1, late feePlease note that after applying the amount of $to the aforementioned late fee, a late fee balance of $remains due and payable In closing, as of the date of this letter, your loan is contractually current and next due for the January 1, mortgage payment in the amount of $3,554.80, with a late fee balance due of $ Based on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalfTherefore, CMS respectfully denies your request to remove the delinquency being reported for the April 1, payment since the issue was not caused by CMSIt is also important to note that CMS provided you with timely notification that your payment had been returned unpaid by your financial institution due to non-sufficient fundsFurthermore, it is also clear that CMS made several attempts to contact you prior to April 30, in an attempt to advise you that your payment had been returned unpaid by your financial institutionMoreover, please know that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan informationWe have determined that the information reported to the credit reporting bureaus properly reflects your payment history and loan informationShould you wish to further discuss any aspect of the loan, we encourage you to contact CMS’s Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time for further assistance [THIS SPACE INTENTIONALLY LEFT BLANK] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (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

Total payments made to Carrington MS 2/9/$2/16/$+ $towards
late fees from *** ** *** $that I agree with and are supported all other fees are in dispute and I refuse to pay and may file a small claims suit and report to Revdex.com and the State of ***
You purchased my loan from *** with late fees and fees totaling
I have since contacted both Your company and *** ** ***
They stated they only transferred an amt of and are sending conformation of such details
Leaving a balance of which could not be explained ny your employee *** emp # ***
I made a payment of 2-9-totaling prior to receiving any paper work from your company that you purchased the loanI received a statement dated 2-9-for March payment which also
included a $fee with no explanation for itI refuse to pay that fee as well
When I called about it I was told that the account was pass due days and that

I wish I could give it negative star Worst customer service! They Paid an insurance company incorrectly $and it is taking me weeks of countless phone calls and still my escrow account has not been corrected They refuse to send me a payment history showing what payments have been made out of my escrow account
They must have paid someone at the Revdex.com for this A+ accreditation

I went through the process to refinance my homeAfter signing the paperwork in Feb 2016, I had to go back to the title company in April because the interest rate needed to be adjustedI signed new papers in April, dropping my interest rate to 3.75% and a payment of, I believe, $It is now October, and my statement still does not reflect the changes that should have occurred months agoI contacted Carrington through their phone customer serviceI was told to fax a request to have the interest researchedI don't own nor do I have access to a fax machineI have a mailing label showing the paperwork was overnighted to *** ***The package was signed for on 04/26/at 9:by ** ***Where is the paperwork, and why was it not immediately filled? I shouldn't have to chase down access to a fax machine in order to correct an error that I already gave Carrington months to fix

April 7,
*** ** ***
** *** ***
*** ** ***
RE: Loan No.: ***
Borrower: *** ** ***
Property Address: ** *** ***, *** ** ***
Complaint I.DNo.: ***
Dear Ms***:
The Customer
Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office email on March 21, 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 claim that you have experienced technical difficulties with CMS’s Loan Servicing Website (“LSW”) that have caused your account to be lockedYou claim that you have been unable to reset your password because the security answers within CMS’s LSW cannot be changed which has forced you to contact CMS via telephone to unlock your accountYour complaint goes on to state that you paid your March 1, mortgage payment via CMS’s LSW then received a letter notifying you that your payment was returned unpaidYou further claim that CMS required you to replace the returned payment via certified funds and you do not feel you should have to pay to send certified funds for an error you did not make
As you know, the servicing of your loan was transferred from *** ** *** *** (“***”) to CMS on April 2, On April 6, 2015, CMS issued the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSAt the time of the service transfer, your loan was contractually current and showing due for the April 1, mortgage paymentOur records show that on April 26, you initially accessed CMS’s LSW and created an account that same day
In order to create an online account, customers are required to select and answer a series of security questions to be used at the time a password reset is initiatedThis security feature decreases the likelihood that your private information can be accessed by an unauthorized sourceCMS takes the protection of customer information very seriously, and we are proud of our reputation for adhering to the highest standards of data protectionCMS employs state of the art information security technology to ensure that all information exchanged through its LSW is properly protected, and we regularly evaluate our information security policies, procedures and systems to make certain that our security protocols are up to date
CMS has confirmed that you do in fact have the option to edit the security questions as well as the answers you have previously provided within CMS’s LSWIn order to do so, it is necessary to log in to your LSW account and click on “Edit Account Information”This will bring you to the Account Information screen which will allow you to change the answers to your security questions as shown below
(Illustration included with the attached letter)
A review of our records shows that you made successful no-cost online payments to CMS via its LSW on April 26, (for your April 1, mortgage payment), on May 9, (for your May 1, mortgage payment), on June 1, (for your June 1, mortgage payment), and on July 4, (for your July 1, mortgage payment)At no time did CMS receive any contact from you over this four month period nor did CMS receive any type of request from you to unlock your LSW account
That being said, you did contact CMS on August 13, explaining that your LSW account was lockedPlease be advised that although CMS is not certain as to the exact reason your account was locked, common reasons that cause an account to be locked are due to an invalid username or password being entered repeatedly by the userNevertheless, the CMS representative promptly unlocked your LSW account and you then made a no-cost online mortgage payment to CMS that day which was applied to your August 1, mortgage payment
Our records also show that you contacted CMS on September 14, and notified a CMS representative that you were again unable to access CMS’s LSWIn an effort to assist you, the CMS representative promptly took the necessary actions to provide you with access to your LSW accountThat day, you accessed CMS’s LSW and made another no-cost online mortgage payment which satisfied your September 1, mortgage payment
CMS is uncertain as to the reason you would claim that you were locked out of your LSW account during nearly every month that CMS has serviced your loanA further review of our records found that you made on-time and successful no-cost online payments to CMS via its LSW on October 6, 2015, November 12, 2015, December 7, 2015, January 4, 2016, and on February 10, At no time during this five month period did you contact CMS via telephone as you suggest in your complaintIn total, by the end of February 2016, you had successfully made nine payments through the LSW but only contacted CMS twice (as recounted above) requesting CMS to provide you with LSW access
On March 9, 2016, you accessed CMS’s LSW and initiated a no-cost online payment in the amount of $which was intended to satisfy your March 1, mortgage paymentAfter reviewing this payment transaction, CMS has confirmed that you entered a checking account number that did not match the checking account numbers you provided within any of the eleven online mortgage payments you previously made to CMS via its LSW
CMS has reviewed all of the above referenced online payment transactions and has confirmed that for each successful payment, you entered a checking account number into CMS’s online payment system that contained three consecutive *** (“***”)The checking account number you entered for the attempted March 9, 2016, payment contained four consecutive *** (“***”)(Please be advised that in another effort to protect your private information CMS is not disclosing your full checking account number as the full number is not material to this response.)
On Friday, March 11, 2016, CMS was notified by your banking institution that the attempted March 9, 2016, payment was returned unpaid because the specific checking account number you provided was not foundThe returned payment caused your loan to remain due for the March 1, mortgage paymentWe would like to take this opportunity to remind you that all payments are due on the first day of each month, and are considered late as of the second day of the monthIf the payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loanAny payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent
On Monday, March 14, 2016, CMS issued the attached letter notifying you that the online payment you made to satisfy the March 1, payment was returned unpaidConsequently, CMS informed you that it would be necessary for you to replace that returned payment in the form of certified fundsCMS apologizes if you feel its practice to request returned payments to be replaced in the form of certified funds is improper in any way; however, we respectfully submit that such practice is permissible under applicable law and is common within the mortgage servicing industry
Because CMS was not in receipt of your March 1, payment on or before the sixteenth day of that month, a late fee in the amount of $was assessed to your loanOn March 18, 2016, CMS issued you the attached letter notifying you of the above referenced late charge was assessed to your loanOn March 21, 2016, you contacted CMS and the CMS representative informed you that you would be able to replace the March 1, payment via CMS’s LSW
On March 22, 2016, CMS received a new no-cost online payment from you via its LSW which was applied to your March 1, mortgage payment that same dayOn April 4, 2016, you accessed CMS’s LSW and made another no-cost online mortgage payment which was applied to your April 1, mortgage payment that same dayAs of the date of this letter, your loan remains contractually current and showing due for the May 1, paymentAttached for your ease of reference is a copy of your loan payment history as well as the loan servicing system payment codes and definitions
Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan and that there are no systemic issues that have prevented you from accessing CMS’s LSWIt is also clear that you entered incorrect checking account information while making a no-cost online mortgage payment via CMS’s LSW, which caused your March 1, mortgage payment to be returned unpaid by your banking institutionShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-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
-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 ***
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
ARKANSAS
Arkansas Residents Only:
Carrington Mortgage Services, LLC ('CMS') is licensed with the Arkansas Securities DepartmentYou may file complaints about CMS with the Arkansas Securities Department (Department) at *** *** *** *** *** ***, *** ***, *** ***, *** ***You may obtain further information by calling the Department's general information number at *** *** or toll-free, *** *** or faxing the Department at *** *** or visiting the Department's website at ***For a list of standard or common loan servicing fees charged by CMS, please visit the CMS website at ***