Carrington Mortgage Services LLC

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

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

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 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

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

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

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,
*** ***

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 *** *** *** *** ** ***

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,
*** ***

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 *** *** *** *** ** ***

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 *** *** *** *** ** ***

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

Tis company bough my loan from Chase In the past year, they have asked me to re-enter my saved bank account number no less than times During one of the re-enters, they claimed that I entered the wrong number by one digit (which is totally untrue) In looking at some of the other comments, it looks like this isn't the first time this has happened Of course they didn't let me know this until there was a fee for a late payment Since then, they have started calling me every single day beginning on the due date (despite the day grace period) to see if I'm ready to make a payment My request for them to stop this practice was ignored and eventually, I had to block their calls This company is intentionally deceptive and harassing, they absolutely should not be allowed to be in business

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

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

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 was in the hospital due to needing surgery, because of the stress of having major surgery and having to stay in the hospital for days I eneded up making my July mortgage payment July 30, while in my hospital bed!! I was under medication but then it dawned on me I hadnt paid my mortgage!! I jumped out of my sleep and made the payment onlineI received a confirmation that says "Thank you for your payment! your payment made on 7/30/for the amount of $2,from banking account number *** has been successfully submittedth confirmation number is for this transaction is: *** please print this page for your records" which I could seeing I was in the hospital so I took a screen shot to save for my recordsI let go a sigh of relief because I didnt want to be days late as Im in the process of trying to do a refi WITH CARRINGTON using the same carrington lender that got me this FHA loan
To my surprise and dismay I received a credit alert that my scores had dro

***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,
*** ***

Worst mortgage company ever! Been a Realtor for over a decade and had to use them because of my client, and they were horrible Too many issues to mention!

January 7, 2015*** *** *** *** ** *** RE: Loan No.: *** Property Address: *** *** ***, *** ** *** Complaint I.DNo.: ***Dear Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a
complaint filed with the Revdex.com regarding the above-referenced loanreceived in our office via email on December 17, CMS is committed to responsiblelending and servicing and we would like to address any concerns you may haveThe followingis our response to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this loan transferred from Bank of America("BOA") to CMS on or about August 2, Attached for your ease of reference is a copy ofthe August 3, Notice of Service Transfer ("Hello Letter") sent to you by CMSAt the timeof the service transfer your loan was contractually current and showing due for the August 1,payment.CMS initially spoke with you on August 8, During this phone conversation, the CMSrepresentative provided you with the status of your loan and the amount of the monthly payment,$This monthly mortgage payment was made up of a principal and interest payment of$and a monthly escrow collection of $When the CMS representative inquiredwhen you would be making the payment that became due on August 1, 2014, you stated that youwould call CMS the following week to make the payment.On September 26, 2014, you contacted CMS and informed the CMS representative that youwould be calling CMS on October 3, to make the mortgage payment that became due onAugust 1, The CMS representative informed you that the total amount due at that timewas $You explained that you would be able to remit only one payment in the amount of$on October 3, 2014.On October 3, 2014, you contacted CMS and requested that CMS accept a single payment in theamount of $The CMS representative notified you of the customary $phonepayment feeYou declined this payment option stating that you would mail the payment toCMSOn October 7, 2014, CMS received funds in the amount of$which was applied tothe August 1, mortgage payment.On October 14, 2014, you contacted CMS and inquired whether CMS received your recentpaymentThe CMS representative confirmed that CMS received $on October 7, 2014which satisfied your payment obligation for the month of August 2014.Although CMS continued numerous attempts to contact you over the following weeks, CMSreceived no response from you until December 15, That day, you contacted CMS andrequested that the CMS representative provide you with an explanation of the uncollected feesshowing due on your loanThe CMS representative explained that when a loan becomesdelinquent, CMS may inspect the property to protect its security interestBecause you requestedto speak to a supervisor, your call was then transferred to Ms*** ***.During this conversation, Ms*** outlined your loan payment history and also explainedthat pursuant to your Security Deed, CMS may permissibly pass the cost of the propertyinspections to youMs*** went on to explain that if your loan continued to be in default,CMS would continue to order property inspections on a monthly basis and the fees would bepassed along to youBecause you were unsatisfied with this information, you requestedinformation to send a written complaint to CMSMs*** then provided you with theCustomer Service Research Department fax number.For your ease of reference, please see Section Five (5) Occupancy, Preservation, Maintenanceand Protection of the Property; Borrower's Loan Application; Leaseholds of the attachedSecurity Deed that states: Lender may inspect the property if the property is vacant orabandoned or the loan is in defaultLender may take reasonable action to protect and preservesuch vacant or abandoned property.As of the date of this letter, CMS has completed three property inspections in the amount of$each for a total amount due of $The first property inspection was ordered onSeptember 11, and completed on September 15, At the time this initial propertyinspection was ordered, your loan was in default and showing due for the August 1, 2014paymentThe $fee was assessed to the loan on September 29, 2014.On October 12, 2014, CMS ordered a second property inspection which was completed October15, At the time this second property inspection was ordered, your loan was in default andshowing due for the September 1, paymentThe $inspection fee was assessed to theloan on November 10, 2014.The third property inspection was ordered on November 12, and was completed onNovember 18, At the time this third property inspection was ordered, your loan was indefault and showing due for the October 1, paymentThe $fee was assessed to theloan on December 2, Attached are copies of each of the three property inspections.In regards to the late fees that have been assessed to your loan, please be advised that anoutstanding late charges in the amount of $was showing due at the time of the servicetransfer to CMSBecause CMS did not receive your August 1, and September 1, 2014payments on or before the sixteenth day of the month in which the payments became due, twolate fees in the amount of$were assessed to your loan on October 7, This broughtthe total late charge balance to $41.46.On November 4, 2014, CMS received funds in the amount of $which was applied to thepayment that became due on September 1, in the amount of $The remaining$was held in the unapplied account until the time that the additional funds were receivedequaling the next contractual payment that was due at that time.On November 18, 2014, CMS received funds in the amount of $which were applied tothe payments that became due on October 1, in the amount of $and the November 1,in the amount of $The remaining $was applied to the outstanding latecharges making the new outstanding late charge balance $Because CMS was not inreceipt of the payment that became due on December 1, on or before end of business onDecember 16,2014, a late fee in the amount of$was assessed to your loan.On December 29, 2014, CMS received your December 1, mortgage payment in the amountof $This satisfied the December 1, payment in the amount of $and theremaining $paid the late fee assessed on December 17, leaving the outstanding latecharge balance in the amount of $The outstanding late fee balance of $along withthe outstanding property inspection fees in the amount of $brings the total outstanding feesto $For your ease of reference, your loan payment history is summarized below.08/02/Service Transfer to CMS - Loan due for the 08/payment $07/01/1409/29/Inspection Fee - - - $$-10/07/Payment $$$- $08/01/1410/07/Late Fee (08/14) - - - $$-10/07/Late Fee (09/14) - - - $$-11/04/Funds Received $$$- $09/01/1411/04/Payment -$$- $-/10/Inspection Fee - - $$$-11/18/Funds Received $$$,- $-11/18/Payment - -$$- $10/0111411/18/Payment - -$$- $11/0111411/18/Fee Payment - -$$-$$-12/02/Inspection Fee - - $$$-12/17/Late Fee (12/14) - - $$$-12/29/Payment $$$- $12/0111412/29/Fee Payment - - -$-$$-We would like to take this opportunity to remind you that all payments are due on the first day ofeach month and are considered late as of the second day of the monthIf the mortgage paymentis not received by CMS after the sixteenth day of the month, a late fee will be assessed to yourloanAny payment received by CMS after the month in which the payment became due may bereported to the credit reporting agencies as delinquent.We encourage you to remit your payment to CMS on the date that it becomes due to prevent latefees, property inspections, and/or derogatory credit reporting for any unexpected issues that mayarise when making your monthly mortgage paymentAs of the date of this letter, your loan iscontractually current and showing due for the January 1, mortgage payment for a totalamount due of $580.26.Based on the foregoing, we believe the record is clear that CMS has properly assessed latecharges and property inspection fees to your loan after your loan became delinquent pursuant tothe Security Deed and Promissory NoteShould you wish to further discuss any aspect of yourloan, we encourage you to contact our Customer Service Department at (800) 561-forfurther assistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at (866) 874-5017, Monday throughFriday, 8:AM to 5:PM, Eastern Time.Sincerely, *** ***Customer Advocate CC: Revdex.com