Carrington Mortgage Services LLC

February 10, Original Response Sent Via Regular Mail *
*** ** ***
*** *** *** **
*** ** *** RE: Loan No.:
*** Property Address: *** *** *** *** ** *** Complaint ID: *** Dear *** ***: 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 January 20, 2017. 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 inappropriately delayed offering you the opportunity to automatically withdraw mortgage payments from your bank account. You express dissatisfaction that CMS’s website does not allow borrowers to enroll in CMS’s Auto Draft program and also claim that CMS’s website is frequently out of service. Your complaint goes on to raise concern that you received no response after sending your written Auto Draft request to CMS, and that your account was not set up for automatic payments. Although you acknowledge that it is your responsibility to make sure mortgage payments are paid, you assert that CMS’s lack of communication caused you to make two late payments, thereby damaging your credit profile. Finally, you are dissatisfied with your perceived lack of consistency with which mortgage statements have been issued to you and with the level of customer service you have received from CMS. Your desired resolution is for CMS to remove the derogatory credit information that was reported to the credit reporting agencies As you know, the servicing of your loan was transferred from *** ** *** N.A(“***”) to CMS on September 1, 2016. On September 10, 2016, CMS issued a Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer. The Hello Letter provided you with your new loan number along with an explanation of the means by which you could make your payments to CMS. At the time of the service transfer, your loan was contractually current and showing due for the September 1, mortgage payment CMS is uncertain as to why you indicate CMS inappropriately delayed offering you the opportunity to automatically withdraw mortgage payments from your bank account as this option has been available to customers well prior to the date your loan was transferred to CMS. Although customers are not currently able to enroll in CMS’s Auto Draft program through CMS’s website, you may access the Auto Draft Authorization Enrollment Form on CMS’s publicly available website at https://carringtonms.com/AccountServices/PaymentOptions/. Additionally, a comprehensive list of the available payment delivery options and addresses to send mortgage payments to CMS are also available on that webpage A review of our records found that you logged into CMS website on September 17, and processed a no-cost online payment in the amount of $734.53. These funds were applied to your September 1, mortgage payment that same day. Later that day, CMS issued the attached mortgage statement to you. The statement informed you that your next mortgage payment of $was due on October 1, 2016. On October 11, 2016, CMS sent you the attached No Contact Letter because your account was showing past due for the October 1, mortgage payment of $734.53. On or about October 12, 2016, CMS was notified of a Major Disaster Declaration in your community by the Federal Emergency Management Agency (“FEMA”). As result, CMS sent the attached Natural Disaster Declaration letter to you on October 12, detailing the programs available to our borrowers that may have been affected by a federally-declared natural disaster. Accordingly, CMS placed a flag on your account to identify your account as potentially being affected by the federally-declared natural disaster. The disaster flag on your account prevented late charges from being assessed to your account for a period of ninety days; however, the flag also prevented No Contact Letters and Notices of Intent to Foreclose from being issued to you during that period. On October 18, 2016, CMS sent you another mortgage statement showing your account was still due for the October 1, mortgage payment and that your November 1, mortgage payment of $would be due on November 1, 2016. As you may know, the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transfer. On October 21, 2016, CMS completed an escrow analysis for your account and sent the attached Annual Escrow Account Disclosure Statement (“AEADS”) to you. Based on the calculations from the October 21, AEADS, the projected escrow disbursements for the escrow cycle beginning December 1, and ending November 30, was calculated to be $2,566.52. More specifically, the AEADS projected that your yearly county taxes would be $830.52, your yearly windstorm insurance would be $and your yearly homeowners insurance premium would be $945.00. This amount spread over a twelve month period was equal to approximately $per month Moreover, 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 the 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 your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds. 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 www.hud.gov Therefore, CMS was authorized to collect no more than 1/6th of your total projected escrow disbursements for the escrow cycle beginning December 1, and ending November 30, 2017. Correspondingly, the total escrow cushion that CMS was allowed to collect was $427.74, which represents two months of escrow payments. Based on the calculations from the October 21, escrow analysis, your low point escrow balance was negative $In order to reach the required escrow balance of $427.74, the allowed 1/6th cushion, CMS needed to collect an escrow shortage in the amount of $1,426.82. The shortage is the reason why your overall monthly mortgage payment increased by $123.39, from $to $effective with the December 1, mortgage payment On October 22, 2016, you processed a second no-cost online payment in the amount of $These funds were applied to your October 1, mortgage payment that day. On October 25, 2016, you processed a third no-cost online payment in the amount of $734.53. These funds were applied to your November 1, mortgage payment that day. On October 24, and October 26, 2016, CMS attempted to contact you to determine if your property had been affected by the federally-declared natural disaster. Regrettably, CMS was unable to make contact with you On November 1, 2016, CMS sent you the attached mortgage statement informing you that your next payment of $was due on December 1, 2016. On December 19, 2016, CMS sent you the attached mortgage statement showing your account was still due for the December 1, mortgage payment and that your January 1, mortgage payment of $was due on January 1, We 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 month. If the payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to the loan. Payments received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent On January 9, 2017, CMS removed the natural disaster flag from account and resumed servicing of your loan. On January 12, 2017, CMS contacted you in an attempt to collect your December 1, and January 1, mortgage payments. You informed the CMS representative that you had processed both payments through CMS’s website earlier that day. During this conversation you informed the CMS representative that you had mailed in a request to have you account set up on Auto Draft and you were under the impression that your mortgage payments would be automatically debited from your bank account starting on December 1, 2016. The CMS representative reviewed your account and was unable to locate any correspondence from you requesting that your account be set up on Auto Draft. In an effort to assist you, the CMS representative went as far as to contact the department responsible for updating loans with Auto Draft information. Regretfully, no such request was located at that time. In a further attempt to assist you, the CMS representative inquired whether you had received any communication from CMS confirming that your account was enrolled in the Auto Draft program. The CMS representative further advised you that if you did have such confirmation from CMS, then CMS would be able to remove the derogatory credit information that was reported for the December 1, mortgage paymentRegrettably, at that point you terminated the call CMS is uncertain why you claim that you received poor customer service or communication as this was the only telephone conversation you have had with CMS. After listening to a recording of that telephone call, CMS is completely satisfied that the CMS representative was helpful, courteous, professional and polite to you while working to assist you with your needs. Unfortunately, there was no indication that CMS had received an Auto Draft enrollment form from you which prevented CMS from automatically debiting monthly payments from your bank account Later that day, CMS received and applied funds in the amount of $1,to your loan. These funds were applied to your December 1, and January 1, mortgage payments in the amount of $each. After these payments were applied, your loan was contractually current and due for the February 1, mortgage paymentLater that day, CMS issued the attached mortgage statement to you. The statement informed you that your next mortgage payment of $was due on February 1, On January 20, 2017, you processed an online payment in the amount of $857.92. These funds were applied to your February 1, mortgage payment that same day. On February 1, 2017, CMS sent you the attached mortgage statement informing you that your next payment of $will be due on March 1, If you are still interested in having your account enrolled in CMS’s Auto Draft program, we encourage you to complete the attached application and return it along with a voided check via mail to: Carrington Mortgage Services, LLC, P.OBox 3489, Anaheim, CA or via fax to: (949) 517-5220. Please be advised that it can take up to forty-five days to complete your request. If enrolled, CMS will send you written confirmation providing you with details of the reoccurring monthly Auto Draft date and amount. Please continue to make you mortgage payments until you receive written confirmation of your first draft date In response to your claim that CMS’s website is frequently out of service, CMS finds this claim to be vague and ambiguous. Consequently, CMS cannot discern what exact specific issue or issues you might be attempting to raise concerning CMS’s website. Nevertheless, CMS would like to take this opportunity to confirm that we regularly conduct analysis of our website to confirm accessibility and reduce downtimeIn researching your complaint, we have confirmed that our website was not out of service as you claim for any material period of time during the relevant time period. Moreover, we note here that your online account has not been locked or deactivated and that you have successfully made all of your mortgage payments via the no-cost online payment system on multiple occasions It 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. We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information. We are, therefore, unable to make the requested changes to the reported information. Please note that pursuant to CFPB guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error Based on the foregoing, we believe the record is clear that CMS has properly reported loan and payment information for your loan to the credit reporting agencies. It is also clear that CMS’s website has functioned properly during the relevant time period and that CMS has provided you with a number of options to make timely mortgage payments to CMS. CMS has also issued monthly mortgage statements to you in advance of each monthly payment due date. Again, we encourage you to remit your payments to CMS on the date that they become due to prevent late fees, or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payments. Should you wish to further discuss any aspect of your loan, we encourage you to contact our Customer Service Department at (800) 561-for further assistance 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 (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely,
*** ** *** Customer Advocate CC: Revdex.com

In spring my mortgage sold from *** ** *** to Carrington Mortgage ServicesIn the year that I have had to do business with Carrington I have been locked out of my online account almost monthly due to problems with their websiteI am unable to unlock the account by resetting the password via email because the security questions answers are locked and I have been told by Carrington technical services that they are unable to reset themI have to call to unlock my account during their business hoursThis month I made my payment online as I always do, the following week my online Carrington account reflected the paymentdays later I received a letter stating that my payment could not be processed due to them being unable to locate the account from which I wanted the payment madeI have used the same checking account to make every payment I've ever made to themThe letter also stated that I now must send them a certified payment via *** *** or ***These are

In January *** ** *** sold my mortgage to Carrington Mortgage Services Since February Carrington has received payments for my mortgage but has not reported to the credit bureaus about the current status of my mortgage I have called Carrington Mortgage Services and requested they start reporting to the credit bureaus I was informed they reported to all three credit bureaus on April for the first time and that they weren't required to report before then I also asked specifically that they note in my account that I called about the reporting and that as of April 27, it was not showing on my credit report
The importance of this reporting is it impacts my credit score My credit score is not improving despite my reducing my revolving credit usage from 70% or higher to mid 50% with a few cards paid off My score should be improving I am trying to refinance my mortgage with a reputable bank instead of Carrington Mortgage Services I have a score that would

June 29, *
*** *** *** *** *** ***
*
*** ** ***
*** ** ***
** *** *** ***
*** ** ***
* *** *** ***
***
*** *** ***
*** *** ** ***
*** *** ** ***
*** *** ** *** *** *** *** ** *** Dear Ms*** & 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 8, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand the complaint, you state that you applied for financial assistance through the Florida Housing Finance Corporation for the Hardest Hit Fund programYou indicate that you received a Notice of Intent to Foreclose from CMS and that you submitted a mortgage assistance application to our officeYou go on to say that CMS approved your loan for a loan modification and that you accepted the modificationBecause CMS approved your loan for a loan modification, you state that you are no longer eligible for the Hardest Hit Fund programConsequently, your desired resolution is for CMS to honor your application for financial assistance with the Florida Housing Finance Corporation As a preliminary matter, our records indicate that CMS received your mortgage assistance application on or about April 6, Shortly thereafter, on April 8, 2017, CMS sent you an Initial Package Acknowledgment Incomplete Notification (“IPAIN”)The purpose of the IPAIN was to advise you that CMS was in receipt of your request for mortgage assistance and that your application was incompleteSpecifically, you were advised that our office required that you provide a copy of the co-borrower’s paystubs showing at least thirty (30) days of income with year-to-date earningsLastly, please note that the IPAIN advised you to provide the documents by no later than May 8, For your reference and review, attached hereto as Exhibit “A” please find a copy of the April 8, IPAIN Subsequently, on or about April 17, 2017, our records indicate that we received additional documents from youSpecifically, we received a letter confirming that you had provided the only paystubs available for the co-borrower because he was out of work due to an injuryCorrespondingly, on April 19, 2017, CMS sent you an Incomplete Information Notice (“IIN”)The purpose of the IIN was to advise you that CMS was in receipt of your mortgage assistance application and that your application was incomplete because additional information was required in order to review your eligibility for mortgage assistanceSpecifically, you were asked to provide proof of income for the co-borrower or for a letter of explanation confirming if the co-borrower was receiving any income while not working due to the injuryLastly, please note that the IIN advised you to provide the documents by no later than May 19, For your reference and review, attached hereto as Exhibit “B” please find a copy of the April 19, IIN On May 3, 2017, our records indicate that CMS sent you a Notice of Intent to Foreclose (“NOI”)The purpose of the NOI was to advise you that your loan was in default and due for the July 1, through May 1, mortgage paymentsAdditionally, the NOI advised you that in order to cure the loan delinquency a payment in the amount of $7,was required, minus your unapplied funds credit balance in the amount of $It is important to note that the NOI is a system generated letter that is issued for every loan that has become past due for more than thirty-one (31) days and is required by law prior to any initiation of a foreclosure proceedingAdditionally, you should know that CMS’s intention in providing customers with an NOI is solely to comply with applicable law, attempt to make arrangements to resolve the delinquency, and to provide our customers with information regarding the consequences if they fail to cure their delinquencyWe note here in passing that the NOI was generated and sent to your attention approximately thirty (30) days after we received your mortgage assistance application and not before as you indicate in your complaintFor your reference and review, attached hereto as Exhibit “C” please find a copy of the NOI that CMS sent you on May 3, On or about May 4, 2017, our records indicate that we received additional documents from youOn May 8, 2017, our office determined that your request for mortgage assistance was complete and forwarded your entire mortgage assistance application to CMS’s Underwriting Department for immediate reviewThereafter, on or about May 22, 2017, our Underwriting Department determined that you were eligible for a United States Department of Agriculture (“USDA”) Standard Loan ModificationThat same day, CMS sent you a Loss Mitigation Evaluation Notification (“LMEN”) advising you that your application for mortgage assistance was carefully considered and that your loan was approved for a USDA Standard Loan Modification based on the financial information and documents you submitted in connection with your mortgage assistance applicationFor your reference and review, attached hereto as Exhibit “D” please find a copy of the LMEN that CMS sent you on May 22, The following day, on May 23, 2017, CMS sent you the loan modification agreement for your reviewIt is important to understand that you were encouraged to review the proposed terms and conditions of the loan modification agreement and to contact our office if you had any questions or concerns before making a decisionWith regard to the proposed terms of the loan modification and your acceptance thereof, our records indicate that CMS offered you a 4.50% fixed interest rate with the first payment due on July 1, in the amount of $With regard to your escrow account, please note that you were advised that the loan modification would not affect the existence of your escrow account for the payment of taxes, insurance, or the USDA mortgage insurance premiums (“escrow items”) and that the modified monthly payment amount of $was inclusive of the required payments for all of the escrow itemsOn or about May 30, 2017, our records indicate that we received the fully executed loan modification agreement from you which you signed and dated on May 25, For your reference and review, attached hereto as Exhibit “E” please find a copy of the fully executed loan modification agreement On May 31, 2017, CMS was contacted by a program representative from the Florida Housing Finance Corporation who informed our office that you had applied for financial assistance through their office and requested that we provide reinstatement figuresOn that same day, CMS began working on responding to the request received from the program representativeOn June 5, 2017, approximately three (3) business days after receiving the original request, our Loss Mitigation Department responded to the program representative and confirmed that your loan was approved for a USDA Standard Loan Modification and that we were in the process of finalizing the loan modification, bringing your account current, and applying the new terms to your loanCorrespondingly, CMS did not provide the reinstatement figures to the program representative because you had already accepted the loan modification and our office was finalizing the application of the new terms to your loanThat same day, on June 5, 2017, CMS successfully applied the new terms of your modification agreement to the loanIn light of the above, if you have any questions with regard to other financial assistance programs that may be offered by the Florida Housing Finance Corporation, we strongly encourage you to contact their office directly to determine your eligibility for financial assistance Based on the foregoing investigation and review of your account, our records are clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, has properly reviewed your request for mortgage assistance, and has approved your loan for a USDA Standard Loan Modification based on the financial information you submitted which demonstrated your ability to make the modified monthly paymentsAs it pertains to the account status we provided to the Florida Housing Finance Corporation, we respectfully submit that the information provided accurately reflects your current loan status and modificationConsequently, to the extent that the statements in your complaint consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are deniedShould you wish to further discuss the status of your loan, we encourage you to contact our Customer Service Department at (800) 561-4567, 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 Research Department, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486- [This space intentionally left blank] 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,
*** ** *** Customer Advocate CC: Revdex.com Important Disclosures -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-between 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 reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.OBox 5001, Westfield, IN 46074. Please include your loan number on all pages of the correspondence. 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 the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be marginally satisfactory to me. The business already performed this action and I consider this complaint resolved (with the exception of the poor customer service which only responds to customers when a Revdex.com complaint is filed)
Regards,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

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

I did NOT choose this companyMy loan was soldI am so tired of the FEESI paid my loan on phone once with a representative and she said she would waive any feesI was charged dollars extraYes minimum amount, but it is the principleAlso, I was paying online and it used to be free, now today it's a $a month CONVENIENCE feeWhat the heck is that? I am tired of being screwed by businesses and their feesThe lady on the phone when I called was rude and snappyI want to know where this money goesWhere do the FEES go and who is benefiting from this? Someone please tell me how screwing honest people is helping anyone?

Carrington Mortgage will not stop calling my personal cell phone in an attempt to aggressively convince me to refinance my loan with themI have told them repeatedly to stop, even though I never opted in for any kind of sales marketing, and they have effectively refused to stop calling, interrupting me both during business hours as well as after business hours
On at least one occasion, the sales rep hung up on me while I was requesting to be removed from their call listIn the last days, they have called times, from several different numbers, and without leaving a voice mail

I pay my mortgage each monthAnd in July 2016, I sent in my payment to Carrington MortgageThey received my payment and cashed it on July I later mailed proof from my bank statementYet they sent a foreclosure letter on Aug I immediately contacted them and in the meantime sent my August payment as well which they cashed around Aug (again proof from my bank statement)They refused to respond to my numerous requestsThen I was contacted by *** *** in their "Customer Advocates Department" who apologized for their mistake and said that my payment had been received but for some reason not credited to MY accountThey fixed the situationBut I did not realize until yesterday that they considered my July payment as late even though IT WAS NOT LATE, THEY RECEIVED IT on JULY AND ADMITTED IT, PLUS I HAVE PROOF FROM MY BANK STATEMENTI want them to correct the mistake on my credit reportThey counted that payment as days late even though it was not lateI have a lett

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was not told of any additional documentation except the executor and his death certificateIt was only I have called several times that I learned of having to give my name and a password so they could give information to meWhy would I give my birth certificate and any other information unless I knew that I would be assuming my fathers mortgage, I was not informed or contacted about the additional information nor did you ask for an email or phone number to call backIn fact I had received a letter saying that I should receive a phone call from you on August 5th but I wonder how would you know my phone number since my father has passed away in March 21st and his land and cell phone lines no longer existI would liked to know upfront about the additional documents and would have sent it to you willing knowing that I would be able to assume the loan not refinance because that is what your people were trying to make me doAgain if I had known of ALL documents needed to become an authorized person to information and to assume the Loan I would have SENT them to youYour professionalism is not up to parI believe you should train your personnel a lot better to tell all documents needed to become authorized to the account information instead of your clients calling each time to find what else is needed and instead of writing to the Revdex.com that you said to send certain documents your personnel haven't mentioned onceThe only documents I was told to send was my executor of estate and my fathers death certificate and a note saying my name and stating assumption of mortgage which I didI also appreciate that you assume my fathers death which in fact happenedWhy would anyone lie about their parents being deadGreat customer service.
Regards,
*** ***

On March 26, 2016, I sent a principal of $1114.00, along with the total amount due of for my April mortgage payment I documented and explained on the payment coupon and on my check of the principal, payment toward the mortgage, and the total remitted, and Carrington Mortgage Company proceeded to apply a portion of the $principal I sent towards the next month's mortgage payment (for May 2016); causing the Outstanding Principal Balance towards my mortgage to be greater than what it is supposed to be and incorrect
I have contacted Carrington Mortgage Company, and was told it was going to take to weeks to get the Outstanding Principal Balance corrected, and was told by a Carrington Mortgage Representative, the Outstanding Principal Balance was going to be corrected by the end of the day on April 22, 2016, but my Outstanding Principal Balance remains to be corrected I have an F.H.Aloan, and there is no penalty for me to send money towards my principal I con

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

This account is under bankruptcy but Carrington continues to send people to the house to address when the bill will be paid

I would recommend Carrington Mortgage services to friends and family

June 21, 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 June 14, 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 At the outset, please know that our Customer Advocate Department originally received your inquiry from the Consumer Financial Protection Bureau (“CFPB”) on May 16, Please note that your initial inquiry raises the exact same issues as your current inquiryAccordingly, our Customer Advocate Department researched your loan and a response was sent to the CFPB on June 15, Please note that on this same date the original response was sent to you via regular mailFor your reference, attached hereto as Exhibit “A” please find a copy of CMS’s response to your May 16, inquiry 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, *** *** ***, *** ** ***, or by calling ***. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***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 *** *** ***, *** ** ***

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

Once Carringtin took over my loan they offered me a quick refinance which I tried with the other company multiple times

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