Carrington Mortgage Services LLC

I am voicing a complaint against Carrington Mortgage CompanyI finally reached them after a week of continuous on line holdI finally reached Carrington Mortgage and spoke with Erin, I asked why did my mortgage increase by 100.00, Why wasn't I notified, What can we do about me not being able to afford a $jumpI first spoke to customer service rep "Erin, shed says there's nothing we can do call your insurance company, so I asked for a supervisor I was then transferred to Latisha, whom says she was a senior resolution specialist, she stated as Erin told you call your insurance company or maybe you should look for you other insurance company cause there is nothing else we can do for you I then asked that I speak with a supervisor as requested, I then was transferred to a supervisor "Joy" she then again stated that the rep stated that my options were either to look into other insurance, pay the overage escrow of because there was nothing else they were willing to

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 *** *** ***, ***, ** ***

July 1,
*** ***
** *** ***
*** ** ***
RE: Complaint ID No.: ***
Loan No.:
***
Dear Mr***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on June 5, 2015. 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 the complaint, you claim that CMS is responsible for a lien filed against the subject property due to non-payment of property taxes. You further state that your loan is escrowed and when you received a notice from the tax collector that your property taxes were delinquent you contacted CMS. You also indicate that you sent CMS a copy of the tax notice on May 19, and that the CMS representative you spoke with confirmed receipt of the document and assured you the matter would be addressed promptly. However, when you called CMS at the beginning of June 2015, the matter had not been resolved and the property taxes were still due. You go on to state that it took several conversations with CMS to insure your property taxes were paid. On June 4, 2015, CMS sent the tax collector the required payment; however a lien was filed against the subject property
At the outset, please note that the servicing of this loan was transferred from *** *** *** *** (“***”) to CMS on or about February 4, 2014. At the time of the service transfer your loan was in default and due for the December 1, payment
Upon review, our records show that after the service transfer your escrow account was set up to advance payment of property taxes to *** *** on September and again in March 2015. In addition, CMS completed an escrow analysis on March 28, 2014, which projected these tax advance payments. A copy of this escrow analysis is attached for ease of reference. Subsequently, *** *** (“***”), the vendor who is retained to manage tax payments for your loan did not pay the property taxes that were due September due to an inadvertent system error. In addition, our review shows that this inadvertent error resulted in the non-payment of your property taxes due March
Furthermore, a review of our records show that you contacted CMS on May 18, and during this call you informed the CMS representative that you had received a delinquent tax notice. In an effort to further assist you, the CMS representative encouraged you to send a copy of the notice to the Tax Department and provided you a fax number. On that same day, the CMS Tax Department received a copy of the delinquent tax notice and the matter was referred to *** for further research. On June 1, 2015, CMS escalated this matter to expedite the disbursement of property taxes. On June 3, 2015, a *** representative spoke with the tax collector agency and obtained the amount due to pay the taxes current. On that same day, a check was requested in the amount of $2,plus $for penalties and interest. The $2,was charged to your escrow account; however, the $was paid by *** by separate check. On June 4, 2015, the payment was sent to *** *** tax collector via federal express, tracking number 2447. Also, on June 4, 2014, you spoke to *** *** of the CMS Tax Department who informed you the payment had been sent to the tax collector and Ms*** also took this time to express our apologies for the delay in the payment of your taxes and for any inconvenience you may have experienced
On June 5, 2015, *** confirmed the payment had been received by the tax collector On that same day, you also received a call from a *** representative to inform you the payment had been received by the tax collector and also to express their apologies for the late payment and any inconvenience you may have experienced
Based on the foregoing, we acknowledge that CMS missed opportunities to provide you with a more timely response to your concerns regarding non-payment of your property taxes due to the inadvertent system error. We would like to take this opportunity not only to express our sincerely apologies for any inconvenience that you have experienced, but also to express our gratitude for bringing this matter to CMS’s attention. CMS is always looking for ways to improve service levels and further demonstrate our commitment to compliance, and the borrowers’ feedback is important us. Lastly, *** has confirmed the system error has been addressed to avoid any repeat of this type of occurrence. In addition, we have also confirmed there was no tax lien filed against your property
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 ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

May 28,
ORIGINAL SENT VIA REGULAR MAIL
*** ** ***
*** *** *** *** ** ***
RE: Loan No.: ***
File 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 received in our office via e-mail on May 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 the complaint, you allege that you received a notice from CMS on March 25, advising you of a potential foreclosure on the propertyYou go on to say that on March 30, you called CMS to ask what could be done to stop the foreclosure process and you state that a CMS representative confirmed that a reinstatement notice would be sent to you on March 31, Additionally, you state that you received the reinstatement notice on April 7, and believe that the correct reinstatement amount should be $7,and not that amount that was provided by CMS in the reinstatement quoteMoreover, you also say that on April 8, you called CMS to ask for an itemized list of the corporate and expense advances and claim that you never received a responseLikewise, you also say that you received a billing statement on April 28, and it indicated that you owed less in foreclosure fees and costs than what you paid on April 24, Consequently, you want CMS to credit you the difference in the amount of $and that all other fees be removed from your account since you have brought your loan current
At the outset, please note that the servicing of this loan was transferred from *** to CMS on or about October 2, At the time of the service transfer the loan was contractually delinquent and due for the September 1, payment
Additionally, our records indicate that CMS sent you a notice on March 10, advising you that your loan was in default in the amount of $4,The notice also confirmed that the last payment CMS received from you was on January 12, and that it was applied to your November 1, paymentFor your reference, a copy of that notice is attached hereto as Exhibit “A”Thereafter, CMS referred your loan to foreclosure on March 19, At the time of the referral, no additional payments had been received from youOn March 20, 2015, CMS sent you a Post Referral to Foreclosure Solicitation Notice (“PRFSN”) advising you that your loan was referred to foreclosure and that a foreclosure process was underwayAdditionally, the PRFSN also advised you that foreclosure prevention alternatives were available and that you would need to contact our office should you wish to explore those optionsFor your reference, a copy of the PRFSN is attached hereto as Exhibit “B”
On March 31, 2015, you called CMS to inquire about a loan reinstatementThe CMS representative confirmed that she would prepare a Reinstatement Notification that same day and have it sent to your mailing address at Lowell Ave, Pueblo, CO For your reference, a copy of the Reinstatement Notification is attached hereto as Exhibit “C”
On April 7, 2015, you called CMS to confirm that you had received the Reinstatement Notification and requested an itemized breakdown of the reinstatement amountsThe CMS representative advised you that you would need to put your request in writing and submit it directly to our Customer Service Research Department (“CSRD”) via fax at (800) 486-On April 9, 2015, our records indicate we received a fax from you requesting an itemized list of what was owed on your property and a copy of your correspondence is attached hereto as Exhibit “D”
Please note that CMS made an inadvertent clerical error in the Reinstatement Notification we sent to you on March 31, The itemized breakdown of the reinstatement amounts failed to enumerate the late fees in the amount of $as part of the total amount dueThe total reinstatement quote, however, was correct and it included the late charges in the amount of $In other words, the total reinstatement quote in the amount of $7,was correct, but CMS should have provided you with a complete itemized breakdown that included the outstanding mortgage payments for the months of December through April in the amount of $5,141.25, the corporate/expense advances in the amount of $2,553.89, the late fees in the amount of $109.32, and the unapplied funds credit in the amount of $Again, this was an inadvertent clerical error and we sincerely apologize for any inconveniences we may have causedFor your ease of reference, below please find a screenshot of the itemized breakdown that I’m referring to
Thereafter, on April 22, 2015, CMS received a call from an unauthorized third party from *** *** calling on behalf of your fatherThe *** *** representative called to inquire about wiring instructions to make a payment on behalf of your father and to your benefitThe CMS representative advised the *** *** representative that she would be unable to disclose any account information, but did confirm our address should your father wish to send certified funds for a paymentThe address that was provided was *** *** *** *** *** *** *** *** *** ** ***
On April 24, 2015, CMS received a certified check in the amount of $7,from *** ***For your reference, a copy of the certified check is attached hereto as Exhibit “E”Of that amount, $5,was applied to your outstanding mortgage payments from December through April in the amount of $1,eachMoreover, $was applied to the outstanding property inspection fees and $to the foreclosure attorney’s fees and costsOn that date, your unapplied funds credit balance was in the amount of $2,
Furthermore, our records indicate that on May 6, our CSRD responded to your inquiry and addressed your questions regarding the escrow and expense advancesFor your reference, attached hereto as Exhibit “F” please find a copy of that correspondencePlease note that our CSRD did advise you of the outstanding late charges in the amount of $and the foreclosure title services fee in the amount of $
Consequently, on May 27, 2015, CMS applied the uncollected late fee charges in the amount of $and the outstanding foreclosure title services fee in the amount of $from your unapplied funds creditTherefore, as of the date of this letter, you now have an unapplied funds credit balance in the amount of $1,
Based on the foregoing and our investigation, we acknowledge that CMS made an inadvertent clerical error on the Reinstatement Notification we sent to you on March 31, Once again, we sincerely apologize for any inconveniences we may have causedMoreover, please remember that CMS remains committed to the highest standards of customer satisfaction and will do the utmost to assist any customer with a complaint
Lastly, on May 27, 2015, I personally called your home phone number and left you a voicemailThe purpose of my call was to discuss some of your concerns and explain how your reinstatement in the amount of $7,was applied to your accountMoreover, I also intended to ask how you would want to have your unapplied funds credit applied to your accountOnce you receive this correspondence, please call me directly at *** *** so we may discuss how you want to apply your unapplied funds credit to your account
In closing, as of today’s date, your loan is contractually current and due for the June 1, payment in the amount of $1,Once again, as of the date of this letter, you do have an unapplied funds credit balance in the amount of $1,If you have any further questions regarding the administration of your loan, we encourage you to contact our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
Alfredo JVentura
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***Please include your loan number on all pages of 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 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 *** *** *** *** ** *** * ***
COLORADO:
For Colorado Residents:
*** ** *** *** *** *** ** *** *** ***

May 4, 2015*** *** *** *** *** ** *** RE: Loan No.: *** Borrower: *** *** *** Property Address: *** *** *** *** ** *** CIDNo.: ***Dear Mr***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is
inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referenced loan received in our office via email on April 14, CMS is committed toresponsible lending and servicing and we would like to address any concerns you may haveThefollowing is our response to the issue(s) raised in the inquiry.As a preliminary matter, the servicing of this Federal Housing Administration ("FHA") insuredloan was transferred from *** ** *** N.A("***") to CMS on April 2, You wereinitially notified of the service transfer as *** issued you the attached Notice of ServiceTransfer ("Goodbye Letter") on March 12, On April 6, 2015, CMS issued you theattached Notice of Service Transfer ("Hello Letter") to you that also notified you of the servicetransfer to CMS.At the time of the service transfer, your loan was contractually current and showing due for theMay 1, mortgage paymentYour unpaid principal balance was in the amount of$133,and your escrow balance contained funds in the amount of $2,493.50.As we understand, you were in the process of refinancing your loan and were scheduled to closeyour refmance transaction on or about April 6, You state that you contacted CMS andrequested a payoff statement be provided to you; however, the CMS representative explainedthat CMS would be unable to provide you with a payoff statement until April 12, Yourcomplaint goes on to state that the CMS representative notified you that you had the option tosend the payoff funds to *** who would forward the proceeds to CMSYou are requesting thatCMS compensate you for the daily interest, for any losses you experienced due to possibly losingyour rate lock, and for any difference in interest rate, and points you may have paid.It is important to note that while your loan was transferred to CMS with an effective of April 2,2015, there is a and customary period of time that can take anywhere from five to sevenbusiness days for loan servicers to ***rd the new loan information into the loan servicing system.CMS is able to confirm that on April 9, 2015, your loan was ***rded into CMS's loan servicingsystem, which was within five business days after the servicing transfer effective date.CMS is unable to confirm or deny that you contacted CMS prior to April 9, as CMS wouldhave no record of this phone conversation until the time that the loan was boarded into CMS'sloan servicing systemShould you have contacted CMS prior to April 9, 2015, CMS would havebeen unable to document the conversation within CMS loan servicing system.A review of our records found that you contacted CMS on April 13, 2014, four days after theloan boarded into CMS's loan servicing systemDuring this phone conversation, you explainedthat your refmance loan transaction was completed and that the payoff proceeds would be sent to*** via bank wire sometime that dayThe CMS representative notified you that as of thatmoment, CMS's loan was not paid off.The same day, CMS received your initial payoff statement request via CMS's Loan ServicingWebsite ("LSW")On April 14, 2015, CMS issued you the attached payoff statement via emailto you at *** showing the amount to pay off the loan was $133,whichwas good through May 1, Also on April 14,2015, CMS received payoff proceeds in theamount of $134,That same day, CMS applied the payoff proceeds to your loan asoutlined belowPayoff Proceeds: $ 134,Principal Balance: $ 133,Monthly Interest: $ Recording Fee: $ Escrow: $ (New Escrow Balance $3,221.59)On April 29, 2015, CMS issued you an escrow refund in the amount of $3,117.47, which leftyour remaining escrow balance in the amount of $Please be advised that the remaining$is being held by CMS to pay the final month of the required FHA Mortgage InsurancePremium ("MIP").In response to your request that CMS compensate you for any amounts of increased dailyinterest, please be advised that FHA loans incur interest monthly which is paid in arrears.Because the prior loan servicer was not in receipt of your payoff funds before the first day ofApril 1, 2015, CMS respectfully asserts that there was no additional daily interest that youincurred by CMS receiving and applying the payoff proceeds to your loan on April 14, 2015.Also attached for your ease of reference is a payoff statement provided to you by *** on March3, 2015.While CMS sincerely apologizes for any inconvenience you may have experienced due to theperceived delay in providing you with a payoff statement, CMS is unable to locate any evidencethat CMS acted improperlyIn fact, we believe that upon being contacted by you on April 13,2015, CMS promptly provided you with a payoff statementTherefore, CMS respectfullydeclines your request to be compensated for any losses you claim to have incurred.Based on the foregoing, we believe the record is clear that CMS has properly managed theservicing transfer of your loan and once your loan was boarded into CMS' s loan servicingsystem, CMS promptly provided you with a payoff statement within one day of your request.Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS'sCustomer Service Department at *** *** for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at *** ***, Monday throughFriday, 8:00AM to 5:PM, Eastern Time.Sincerely,*** ***Customer AdvocateCC: Revdex.com

August 28,
ORIGINAL SENT VIA REGULAR MAIL
*** ** ***
** *** *** *** ** ***
RE: Loan No.: ***
Complaint No.: ***
Borrower: *** ** ***
Property Address: ** *** *** *** ** ***
Dear Mr***:
The Customer Advocate
Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on August 3, 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 after your loan was transferred from *** ** *** *** (“***”) to CMS you have experienced difficulty making your monthly mortgage paymentsYou go on to say that the first payment you made to CMS was not processed and were advised by a CMS representative that the bank account information you entered during the payment transaction was incorrectAlso, you state that CMS locked your online account and were unable to make your June 1, or July 1, mortgage payment before the due dateMoreover, you also claim that CMS informed you that your monthly mortgage payment would increase due to an escrow shortageConsequently, your desired resolution is for CMS to unlock your online account, waive any late fees assessed as a result of your May 1, through July 1, mortgage payments, remove any credit delinquencies reported to the credit bureaus since the effective date of service transfer, and to provide you with a detailed explanation as to your monthly mortgage payment increase
At the outset, please note that the servicing of your loan was transferred from *** to CMS on or about April 2, At the time of the service transfer your loan was contractually delinquent and due for the April 1, payment
On May 2, our records indicate that you made an online payment in the amount of $Of that amount, $was due for the April 1, payment and $was due in late charges assessed by the prior servicerThereafter, on May 5, our records indicate that your payment was rejected due to CMS being unable to locate your accountResultantly, CMS sent you a Payment Rejection Letter on May 6, advising you that your payment was rejected and to call our Collection Department with any questionsFor your reference, attached hereto as Exhibit “A” please find a copy of the May 6, payment rejection letterMore specifically, the electronic communication we received indicated that you had provided a bank account number of “***” and a routing number of “***”In our experience, the use of incorrect account numbers can be an indicator of attempted access by an unauthorized party; accordingly, when this happens, CMS’s policy is to lock your online account, send you a Payment Rejection Letter, and unlock your account after you call and speak with a CMS representative and confirm your correct routing and bank account number
Then, on May 18, our records indicate you called CMS to have your online account unlocked and to make a mortgage paymentOn this same date, a CMS representative processed your payment in the amount of $Once again, of that amount, $was due for the April 1, payment and $was due in late charges assessed by the prior servicerPlease note that your May 18, payment was successfully processed and applied as aforesaidThereafter, on May 21, our records indicate that CMS sent you a Notice of Change (“NOC”) letterFor your reference, attached hereto as Exhibit “B” please find a copy of the May 21, NOCThe purpose of the May 21, NOC was to notify you that your bank had advised our office that either an inaccurate routing number or an inaccurate account number was used on a recent payment that you may have provided to a CMS representative, entered through our website, or entered through the pay-by-phone option
Additionally, the letter also advised you that it would be necessary to contact your bank and confirm your account and routing numberSpecifically, during your pay-by-phone payment, you provided the CMS representative with a bank account number of “***” and a routing number of “***”In the notification we received from your bank, we were advised that your correct routing number is “***” and not “***”Once again, the use of incorrect account numbers can be an indicator of attempted access by an unauthorized party; accordingly, when this happens, CMS’s policy is to lock your online account, send you a notification letter, and unlock your account after you call and speak with a CMS representative and confirm your correct routing and bank account number
Subsequently, on May 30, our records indicate that you made an online payment in the amount of $Of that amount, $was applied to the May 1, payment and $was applied towards your escrow balanceThereafter, on June 2, our records indicate that CMS sent you another Notice of Change (“NOC”) letterFor your reference, attached hereto as Exhibit “C” please find a copy of the June 2, NOCThe purpose of the June 2, NOC was to notify you that your bank had once again advised our office that either an inaccurate routing number or an inaccurate account number was used on a recent payment that you may have provided to a CMS representative, entered through our website, or entered through the pay-by-phone option
Specifically, during your May 30, online payment you entered a bank account number of “***” and a routing number of “***”In the notification we received from your bank, we were again advised that your correct routing number is “***” and not “***”Once again, the use of incorrect account numbers can be an indicator of attempted access by an unauthorized party; therefore, CMS locked your online account, send you a notification letter, and advised you to contact a CMS representative and confirm your correct routing and bank account number in order to unlock your online account
On June 30, our records indicate you made a payment via *** in the amount of $Of that amount, $was applied to the June 1, payment and $was applied towards your escrow balance
On July 1, our records indicate that CMS assessed a property inspection fee in the amount of $A property inspection was conducted to determine whether the property was vacant in an effort to protect the security interest in the propertyMore specifically, please note that CMS has the authority to inspect the property if the property is believed to be vacant, abandoned, or if the loan is in defaultOnce again, property inspections are conducted out of abundance of caution and to protect you and the security interest in the propertyFor your reference, please see section five (5) of your Mortgage for the specific terms and conditions regarding property inspections attached hereto as Exhibit “D”
That said, our records indicate you made a payment via *** on July 31, in the amount of $Of that amount, $was applied to the July 1, payment, $was applied to the June 1, payment late fee assessment, and $was applied to the property inspection fee assessed on July 1,
As of the date of this correspondence, our records indicate that your online account is unlocked and that your loan is due for the August 1, payment in the amount of $and a late fee assessment for the July 1, payment in the amount of $for a total amount due of $As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late chargeIn other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the monthFor your reference, attached hereto as Exhibit “E” please find a twenty-four (24) month payment history along with the transaction codes and definitions
Furthermore, regarding your payment increase and escrow account, please be advised that on May 27, CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference, attached hereto as Exhibit “F” please find a copy of the May 27, AEADSThe purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August and ending July More specifically, the AEADS projected that your yearly city taxes would be $1,055.36, your yearly school taxes would be $343.98, your yearly mortgage insurance premium would be $340.92, and that your yearly homeowners insurance premium would be $Correspondingly, your total disbursements for your escrow cycle beginning August and ending July were calculated to be $2,386.26, which if spread over a twelve (12) month period is equal to approximately $every month
That said, 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 (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amountAdditionally, 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 ***
Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August and ending July Please note that CMS will only collect 1/6th of your total projected escrow disbursement for your yearly city taxes, your yearly school taxes, and your yearly homeowners insurance premiumCMS does not include the disbursement of your yearly mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amountCorrespondingly, the total escrow cushion that CMS may collect is $340.88, which represents two (2) months of escrow payments
Based on the calculations from the May 27, AEADS, your low point escrow balance was -$As a result, in order to reach a low point escrow balance of $340.88, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $Please note that your escrow shortage will be collected over a twelve (12) month period starting with your August 1, paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $76.36, from $to $
Additionally, if you cannot afford your new monthly mortgage payment, please know that CMS does offer various mortgage assistance programsIf you would like to explore the mortgage assistance opportunities that may be available to you, we encourage you to visit our website at *** or call our Home Retention Department to speak with a representative at *** ***, Monday through Friday, from 7:00AM to 5:00PM, Pacific Time
As a result of our investigation we find no evidence of wrongdoing on CMS’s behalfOnce again, CMS locked your online account due to the use of incorrect account numbers and to prevent any possible attempted access by an unauthorized partyMoreover, CMS encourages you to confirm your routing number and bank account number with your bankAs previously mentioned, your bank has notified CMS that your correct routing number is “***” and not “***”Please further note that CMS is not responsible for any payments that are submitted via the website in error since your bank account information is solely entered by you during the payment transactionAdditionally, 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
Likewise, CMS respectfully denies your request to waive the late fee assessments for the June 1, and July 1, mortgage payments because they were assessed correctly pursuant to the terms of your MortgagePlease also note that CMS is obligated by federal law to provide timely and accurate credit reporting in regards to your account status and payment historyCorrespondingly, we submit that the information reported to the credit bureaus is correct and properly reflects your account status and payment history
In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a 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 *** ***
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
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***Please include your loan number on all pages of 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 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 the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
NEW YORK:
New York City Department of Consumer Affairs License Number
This Collection agency is licensed by the City of Buffalo license numbers: &
For New York residents: You may file complaints about CMS with the New York State Department of Financial ServicesYou may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at *** or by visiting the Department’s website at ***Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services

Worst customer service ever!

June 11,
ORIGINAL SENT VIA REGULAR MAIL
*** ***
*** ***
*** *** *** *** *** ** ***
RE: Loan No.: ***
Complaint No.: ***
Primary Borrower: *** ***
Secondary 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”) regarding the above referenced loan received in our office via e-mail on May 18, 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 your loan was recently sold from *** ** ***, *** (“***”) to CMS and that you did not receive any notification from CMS about the sale until April 15, You also allege that you made an online payment; however, your payment was rejected because the system was unable to identify your accountYou go on to say that when you made your second online mortgage payment CMS required you to pay two (2) monthly paymentsAdditionally, you state that CMS sent you a Notice of Intent to Foreclose and that you feel threatened by CMS’s correspondenceAlso, you state that you have correspondence that your escrow items have not been paid and allege that CMS is not making escrow disbursementsLastly, you state that CMS informed you that our office would not honor the removal of your Property Mortgage Insurance after five (5) years of consecutive payments
At the outset, please note that the servicing of your loan was transferred from *** to CMS on or about April 2, At the time of the service transfer your loan was contractually current and due for the April 1, payment
Based on a review of your loan, please be advised that CMS sent you a Notice of Servicing Transfer (“Hello Letter”) on April 6, The Hello Letter was sent to your home address at *** *** *** *** *** ** ***For your reference, a copy of the Hello Letter is attached hereto as Exhibit “A”The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage loan payments effective April 2, and to advise you that your prior servicer, ***, would no longer accept payments received from you after April 1,
Additionally, the Hello Letter made you aware that, pursuant to federal law, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of transferAlso included in the Hello Letter was your new CMS account number, the address to submit the monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service DepartmentLastly, the Hello Letter also enumerated the various methods available to you for making a payment and it included the processing fee for each method (if applicable), instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website
Subsequently, CMS sent you a Notice of Sale of Ownership of Mortgage Loan (“NSOML”) on April 9, The NSOML was also sent to your home address at *** *** *** *** *** ** ***For your reference, a copy of the NSOML is attached hereto as Exhibit “B”The purpose of the NSOML was to advise you, as required by federal law, that ownership of the mortgage loan had been sold, transferred or assigned to a new creditorMoreover, the NSOML confirmed that your loan was sold on April 2, and that your new creditor was CMS
Furthermore, the NSOML reminded you that CMS was also your new servicer and provided you with a contact number and a scope of responsibilities that CMS would handleSpecifically, you were made aware that CMS would handle the ongoing administration of your loan which would include receipt and processing of payments, resolution of payment-related issues, and answering any other inquires you may have regarding your loanAdditionally, the NSOML further explained that the transfer of the lien associated with your loan would be recorded in the public records of the local County Recorder’s office for the county or local jurisdiction where your property is located
On April 15, 2015, you called CMS to express your concern because your payment was due on April 1, and you had just received the Hello LetterThe CMS representative correctly advised you that your Hello Letter was mailed on April 6, and that you were still within the sixty (60) day grace period during which CMS would not assess any type of late fee or report any delinquency to the credit bureausDuring this phone conversation, you asked about mortgage payment options and the representative informed you of the various payment options that CMS offers
On May 5, you called CMS once againDuring this phone conversation you advised the CMS representative that you were locked out of your online accountThe CMS representative proceeded to unlock your accountThen you inquired about auto draft payments and wanted to know how quickly CMS would withdraw the funds from date of enrollmentThe CMS representative informed you that it could take up to forty-five days (45) to process your auto draft application and for the automatic payments to commenceLastly, you asked the CMS representative why your April 24, payment in the amount of $1,did not go through and the representative confirmed that CMS was unable to locate your checking accountPlease note that the representative was in the process of verifying the routing number and checking account number you had entered on your online payment when the call disconnectedWe believe the call may have ended due to an unexpected technical error
A few minutes later on that same day, you called CMS once againDuring this phone call you again inquired why your April 24, payment did not go throughThe representative advised you that CMS was unable to locate the checking account number you provided and encouraged you to re-enter both your routing number and checking account number on your online account at the time of your next paymentYou then proceeded to inquire about the removal of your Property Mortgage Insurance (“PMI”) because you had been making payments on the loan for five (5) yearsThe representative correctly advised you that CMS’s policy on the removal of PMI differs from that of your prior servicerSpecifically, the representative confirmed that your prior servicer may have only required PMI for five (5) years of consecutive payments; however, CMS requires that your loan-to-value ratio be at 78%In other words, CMS’s policy is not based on the number of years you have paid PMI; it is instead based on the loan-to-value ratioYou acknowledged that you understood the explanation from the representative and the call ended after you confirmed you had no further questions
On May 13, you called CMS to inquire about the Notice of Intent to Foreclose (“NOI”) you had receivedDuring the phone conversation, the CMS representative did advise you that the NOI was automatically generated on May 6, because your account was over thirty (30) days past dueMoreover, the representative also confirmed that a late fee was not assessed and that no delinquency would be reported to the credit bureausPlease note that the Real Estate Settlement Procedures Act (“RESPA”) prohibits CMS from assessing any late fees or reporting any delinquency to the credit bureaus for the first sixty (60) days from the effective date of service transferRESPA does not, however, limit the rights of the creditor to pursue a foreclosure action if the loan is not brought currentSpecifically, the representative did advise you that if you made your mortgage payments after the date of the NOI, then you could disregard the notice as it would no longer apply to your account
On June 9, 2015, solely as an expression of our commitment to the highest standard of customer satisfaction, I personally called you to discuss some of your concerns and explain why your April 24, payment did not go throughDuring our phone conversation, I confirmed that you entered an incorrect account number for your April 24, online paymentSpecifically, on your April 24, payment you entered your routing number as “***” and your checking account number as “***”I then proceeded to confirm that on your May 13, payment you entered your routing number as “***” and your checking account number as “***”For your reference, attached hereto as Exhibit “C” please find a copy of your April 24, and May 13, online payment transactions
Consequently, and based on the aforesaid transactions, it is evident that the reason why your April 24, payment was not processed was because you entered an incorrect checking account numberSubsequently, CMS was unable to locate the account specified and could not process your paymentFor your reference, attached hereto as Exhibit “D” please find a copy of the letter CMS sent you on May 4, confirming why your April 24, payment was not processed
Furthermore, during our phone conversation you also expressed concern that CMS was not providing a similar service as your prior servicerSpecifically, you said it was not fair that CMS would not honor the removal of your PMI after five (5) years of consecutive payments when your prior servicer had agreed to do soI proceeded to explain that CMS’s policy on the removal of the PMI is different than that of your prior servicer and that your PMI could be removed once your loan-to-value ratio reached 78%To initiate that process, and if your loan-to-value ratio is at least 78%, you were encouraged to contact our Customer Service Department at *** ***
Lastly, during our phone call, we also discussed the Annual Escrow Account Disclosure Statement (“AEADS”) you received from CMS with a date of May 8, For your reference, a copy of the AEADS is attached hereto as Exhibit “E”As I explained over the phone, the purpose of the AEADS is to advise you of your projected escrow activity for your escrow cycle beginning July and ending June More specifically, the AEADS projected that your yearly county taxes would be in the amount of $1,657.72, your yearly homeowners insurance in the amount of $1,825.58, your yearly flood insurance in the amount of $462.00, and your yearly FHA insurance in the amount of $Correspondingly, your total disbursement for your escrow cycle beginning July and ending June was calculated in the amount of $4,
Moreover, please note that a mortgage servicer is permitted to collect an escrow cushionAn escrow cushion is an amount of money held in your escrow account to prevent your escrow balance from being overdrawn when increases in disbursements occurPlease note that RESPA authorizes a maximum escrow cushion not to exceed 1/6th of the total annual projected escrow disbursements made during an escrow cycleAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountTherefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning July and ending June The total escrow cushion that CMS may collect is $
Currently, based on our calculations, your low point escrow balance is in the amount of $As a result, in order to reach a low point escrow balance of $657.54, the allowed 1/6th escrow cushion, CMS will be collecting an escrow shortage in the total amount of $Please note that the $escrow shortage will be collected over a twelve (12) month period starting with your July 1, payment
If 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 http://portal.hud.gov/hudportal/HUD
We acknowledge that as a former customer of *** you may have been accustomed to different online features and policiesPlease note that CMS strives to satisfy all reasonable customer expectations, and we are always working towards providing better services
In closing, our records confirm that CMS is disbursing payments from your escrow accountSpecifically, on April 27, our office paid your yearly homeowners insurance premium in the amount of $1,825.58, on June 2, we paid your yearly flood insurance premium in the amount of $533.00, and on June 5, our office paid your monthly FHA insurance in the amount of $
Moreover, our records also confirm receipt of your most recent online payment in the amount of $2,which was applied to your April 1, and May 1, paymentsAs of the date of this letter, you are due for the June 1, payment in the amount of $1,As a reminder, a late fee will be assessed if your payment is not received by June 16,
As always, 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 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 *** ***Lastly, if you wish to learn more about the additional services available at CMS please visit our website at https://carringtonms.com to obtain that information
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,
Alfredo JVentura
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 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 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, and 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 *** *** *** *** ** ***

August 27,
ORIGINAL SENT VIA REGULAR MAIL
*** ***
*** *** *** *** *** *** ** ***
RE: Loan No.: ***
Complaint No.: ***
Borrower: *** ***
Property Address: *** *** *** *** *** *** ** ***
Dear Ms***:
The *** *** Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on August 11, 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 you are already aware, our *** *** Department originally received your inquiry filed with the Revdex.com via email on July 13, Please note that your initial inquiry raises the exact same issues as your current inquiryAccordingly, CMS researched your loan and a response was sent to you on August 6,
After a thorough review of your rebuttal, CMS is unable to identify any new issues that have not already been specifically addressed in our prior responseFor your ease of reference, attached hereto as Exhibit “A” please find a copy of the August 6, response
Once again, regarding the alleged poor customer service and communication you claim to have received, CMS is unable to locate any evidence that any CMS representative that you spoke with was unprofessional or uncooperative during your phone callsThat said, while you may have preferred a different outcome, CMS sincerely apologizes for any perceived wrong information or unprofessional communication that you believe you may have received
In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a 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 *** ***
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
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***Please include your loan number on all pages of 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 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 the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
TEXAS:
Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, *** *** *** *** *** *** *** ***A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT ***

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 ***

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

Spoke with Steve M , id # *** Carrington customer service Rep todayHe was very rude and not helpful at all, actually he hung up on meHe had an attitude from the beginning of the the call until he hung up on mePOOR CUSTOMER SERVICE U can never get a rep on the phone and when you do, its minutes laterEverytime you press zero for a rep the phone line disconnects Poor customer service and not a good mortgage companyFinance elsewhereVery disappointed that Bank of America sold my mortgage to Carrington

They rip people offThey bought my account from chase December of I have never been late on my paymentThey have been harassing me to pay my payment through their site but I find this to be too annoying and easier through my bank as I always haveWell this month my payment was sent back and I'm told I have to pay a late feeMy bank gave a transaction I'd number etc proving that CM received my payment but rejected it and sent it backI spent hours on the phone to be told I was lying and be disrespectedEven by a supervisorI'm suppose to receive a call back on late fee since my bank is faxing them the info to prove it was themI also contacted my attorney and he pulled hundreds of reports on them for the same issue It truly looks like criminal activity going on to try to get extra money from peopleHe told me to come to Revdex.com and make a complaintWe're awaiting the call back

On January 17th I faxed an Auto Draft Authorization Form over to Carrington Mortgage Services (Carrington)I faxed the Auto Draft Authorization Form (the form); properly filled out, with a voided check, and a cover letter containing my loan number, address, and contact information to the fax number provided by their over the phone customer service teamThere were no other alternatives to sending the form via fax or by mailAdditionally I was told by the phone customer service team that it would take up to days for the form to be processedI followed the process and did everything exactly as askedOn Mar 1, they withdrew my mortgage payment from the bank account I did not want them to withdraw fromAs I was not planning on this, the account became overdrawnI called, spoke with the escalation teamThey were able to provide me with an email address of a team manager to send the information to in PDF format
They were unable to provide me with a solution, a time frame in wh

Lets not forgot the purpose of this organizationThey are in place to "service" our mortgageObviously with a view to make moneyBlame the system for allowing this to occur in the first place
Carrington Mortgage Services LLC is the worst firm I have ever had to displeasure to deal withI get the impression but cannot yet prove it, that they intentionally put in place objects to make one either pay late or foreclose, which falls to their advantage

Our loan was transferred to Carrington Mortgage in July from *** ** *** The company alleged we owed more than months worth of mortgage payments prior to them receiving it (March thru August) We filed bankruptcy in March of and the monthly payment for march was covered in the bankruptcy We began repaying our mortgage in April and have paid faithfully since, with payments going to *** ** ***, and three going to Carrington Carrington has a record of only payment being received by them, and no other They say we owe more than $which we don't as we have records that ALL mortgage payments have been paid We spoke with Carrignton regardng this issue more than a month and a half ago, and they assured us they were doing their own internal inquiry to *** ** *** to get confirmation of payments We also mailed in proof of the payments to *** and now finally we get a letter date 9/7/that we still owe from April Carrrington doens't even hav

I have been in contact with Carrington Mortgage almost monthly to dispute service fees that the company adds onI pay a late payment and extra on my mortgage each month, but they continue to harrass me with phone calls and threatening mail

Carrington took our August payment out of our checking account twice We called and talked to customer service and they said they would send us a check out within days to refund the double withdrawal We did not receive the check within days and they according to the Carrington Website our 2nd payment was applied to our September mortgage payment My wife called and spoke with someone at Carrington other times and both times they said there was a check waiting in the cashiers office to be sent outThe whole month of September has come and is almost over and we have not received a refund checkWe assumed because it was about to be October they never sent the check and our money was just applied to the September mortgage payment Tonight 9/we received a phone call at 8:30pm that we were going to be sent to collections if we did not make a September mortgage payment by tomorrow 9/ We still have not received our refund check and now they want more money from