Carrington Mortgage Services LLC

Back in Sep we found out that our mortgage holder was charging us in late fees and saying we were a payment behindThey bought our mortgagae a year and a half agoIn 11-I made payments totalling They told me on 11-28-I was at balanceNow since 1-they are saying we sill owe in feesThey are trying to say they dont know what happenedOn my statement it says we owe in over due plus we owe another in payment, but on our home page it says we do not have a payment due till 3-1-of 929.77? This is all not adding upwe paid is what t we owed now they are trying to get more money and more moneyThey have told me since 1-that it would be fixed next monthNow in 2-it is still not fixed

Carrington Mortgage is great! They showed me excellent customer service were always on top of everything abd guided me every step of the wayThey are competitive and went above and beyond to get me exactly what I wanted! Simply the best! I will definitely be recommending them to anyone looking for the best!

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

*** *** *** *** ** *** RE: Loan No.: *** Borrower: *** *** Property Address: *** *** *** *** ** *** Dear Ms***:The Customer Advocate Department of Carrington Mortgage
Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com ("Revdex.com") received in our officevia email on June 1, CMS is committed to responsible lending and servicing, and wewould 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 applied for a Making Home Affordable ("MHA") loanmodification with CMS in February but were informed that you did not qualifyYou thenrequested to speak with a licensed insurance agent but did not receive a call back as you wereinformed you wouldThough you have made several attempts to contact CMS to discuss themodification denial, you have not received answers to these inquiresAs a result, you aredissatisfied with the level of customer service you receivedYou are requesting that CMSprovide you an explanation regarding the MHA modification denial.At the outset, a review of our records found that this Federal Housing Administration ("FHA")insured loan was originated on or about November 5, in the amount of $182,141.00.Attached for your ease of reference is a copy of your Note and Mortgage both dated November5, As you are aware, the servicing of your loan was transferred to CMS on or about August1, Attached for your ease of reference is the August 3, Notice of Servicing Transfer("Hello Letter") advising you of the transfer to CMS.Our records show that you contacted CMS on or about February 24, to inquire about homeretention options under the MHA ProgramOne of the options included within the MHAProgram is a FHA-Home Affordable Modification Program ("HAMP") loan modificationIt isimportant to note that as a part of the FHA-HAMP review process, CMS is required to reviewyour loan for all loss mitigation options pursuant to the HUD guidelines that govern FHA loans.HUD requires CMS to follow strict guidelines setting forth allowable loss mitigation options thatmust be reviewed in a specific order, known as the "FHA Waterfall." This FHA Waterfallrequires CMS to review all FHA loans for the following options in this order: Forbearance Plan,Loan Modification, FHA-HAMP Loan Modification, Short Sale and Deed in Lieu of Foreclosureas directed in the HUD Mortgagee Letter 2012-22.After receiving your hardship package on February 24, 2015, CMS spoke to you on February 26,During that call, you were advised of potential refinance optionsOn February 27, 2015,CMS sent you the attached Initial Package Acknowledgement Incomplete NotificationTheIncomplete Notification indicated that in order to determine your eligibility for mortgageassistance, CMS must receive the following documents no later than April 3, 2015: 1) SSIAward Letter for the $on your bank statements and 2) clarification regarding whether youwere using your husband's income or not.Additionally, CMS spoke with you regarding the missing documents required for the mortgageassistance review on March 3, On March 4, 2015, CMS received the additional documentsand promptly proceeded to review your loan for all available mortgage assistance options.Unfortunately, CMS was unable to offer you an FHA-HAMP loan modification due to excessiveforbearanceOn April 17, 2015, CMS sent you the attached HAMP Non-Approval Notice, whichset forth that a modification could not be offered because CMS could not create an affordablepayment without changing the terms of your loan beyond the requirements of the program.On April 23, 2015, you contacted CMS to discuss the denial of your mortgage assistanceapplicationUnfortunately, a CMS representative was unavailable to immediately take your calland a call back was scheduledHowever, CMS did not contact you prior to you reaching out toCMS again on April 27, CMS apologizes that a CMS representative did not promptlyreturn your callOn April 27, 2015, a CMS representative advised you about refinance options,and you indicated that you would further explore these options.On April 28, 2015, you emailed CMS with a request for a call backYou were advised by theCMS representative that a specialist would call you back within hoursHowever, it does notappear that a follcall was madeAgain, CMS would like to apologize that a CMSrepresentative did not promptly return your callCMS will conduct an investigation regarding thecustomer service you received and take any action necessary in light of our findings.As your loan was denied for all home retention options, CMS also reviewed you for homedisposition options, which included a Short Sale and Deed-in-Lieu of Foreclosure ("DIL").However, it appears that you voluntarily declined both optionsAttached is the Short Sale NonApprovalNotice and the DIL Non-Approval Notice, both dated April 29, 2015.Although CMS was unable to offer you any home retention options under MHA, additionaloptions may be available to you, including a refinanceUnder a refinance, the loan's debt can berestructured to reduce the monthly payment amountIn an effort to continue diligently assistingyou, CMS made a follcall to you on June 22, A CMS representative left a voicemailindicating that additional options may be available to you.Also on June 22, 2015, CMS assigned *** ***, an *** licensed loan officer, todiscuss available refinance options with youMr*** spoke to you that same day and wasable to obtain an application from you so that CMS may review you for an FHA Streamlinethirty (30) year fixed refinanceShould you have any questions regarding the refinance process,CMS encourages you to contact *** *** directly at *** *** Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at *** ***, Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.Sincerely, *** ***Customer AdvocateCC: *** *** (Revdex.com San Diego)

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,
*** ***

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
although I appreciate Carrington Mortgage Services apoligizing for there mistake...They are not being totally truthfuli had contacted them several , several timesmore than I can count with regards to the taxes not being paid and had even sent a fax with regards to it as well as several emails to *** expressing that my property taxes were not paid before they transferred our loan to the new servicer on July 10, I contacted customer service several times as well and asked to speak to a manager or there escrow/tax disbursement department with regards to my taxes not being paid and I was told by there customer service department that the managers at Carrington do not speak to people and when I demanded to speak to someone I was placed on hold for over hour before I hung upI ever explained my frustration with *** via e-mail and told him what was going on in June, Til this day my property taxes still have not been received by my county and the taxes are still considered unpaid at this timeAnd not to mention that we received an escrow analiysis statement from Carrington when they were the servicer and it is completely in correctMy whole escrow amounts are not right and it has caused a large amount of stressnow the new servicer has to pick up the pieces of all there mistakes and have been very patient in trying to deal with all of the mistakes left by Carringtonthey were well aware that the taxes were not paid and refused to let me speak with someone and my emails went nowhere! I was also threatened by there customer service department stating that they will not accept any of my payments unless I sign a loan modificationI didnt know anything about a loan modification and explained that to *** that I didnt know about it and from what I researched on my own there seemed to be alot of hidden fees associated with it ....but at no time did Carrington ever explain what it was and how the process goes and they never answered any of my questions regarding itTo top it all off a man came knocking on my door banging and banging on the doorMy son and I were afraid to open it the way he was banging on it and he even turned my door knob to see if the door was openwhich it was notSo he finally left and placed something in my mailboxAfter, he left, I opened my mailbox and there was a envelope with the words I have a cash offer for you insideWhen I opened it it was a mans business card insideso I called it and Asked what it was in reffernce to and he told me that he is a representitive of Carrington and he wanted me to know that I have options beening that I can sell my home or do a short sale or else they were going to foreclosei was so angryi have never had anyone knock on my door from a mortgage company discussing my homehe also said Carrington wanted to welcome me been that they are now the new serviceri kid you noti was only months behind on the loan and I was making payments and I was continuously being bullied and being threatened by them! I even discussed this in an email to them in june as wellI still have all the emails and copies of the faxes and records of all my calls to customer service as well as corresponds with there tax disbursement department finally reaching them in July and speaking to ***they knew damm well that the property taxes were not paid over month before they even transferred the loan out to a new servicerThere practices are shady and should really be looked intoI have also been in contact with the Consumer Finance Protection Bureau as well with regards to Carrington!
Regards,
*** ***

Carrington lost one of my payments (March) that was made by my bank (2/28/2017) through automatic bill payThey in turn charged a $late fee and I had to pay a $stop payment fee to my bank for the automatic paymentThis is the second time I have had issues with Carrington since my loan was sold to themThe refund of the funds could be further complicated by the fact that I will be getting a different home lender to avoid further Carrington issues in the futureBy the time this Revdex.com issue is looked at I may not have a Carrington account to deposit funds into

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

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,
*** ***

My mortgage was sold to them from *** They offered me an option to refi with them, and for the most part, THAT process wasn't too much of a trial
Then I had water damage to my condo as a result of a neighbor (no fault of my own)The check was sent to Carrington and held in escrow I sent the required paperwork, received the first draft, and then requested an inspection for the electrical work I get a call back saying that I can't schedule an inspection until all the paperwork is received and I was missing parthow is that possible when I couldn't get the first check without it?!?! OK, I send again Two weeks later, they tell me they don't have it I finally get someone on the phone who is halfway decent, puts me on hold and then finds the information that was in my file the whole time, then he puts in the request for the electrical inspection Two weeks later the inspector comes, but doesn't have the electrical breakdown I show him all the work that's been done and he leaves I'm waiting and waiting for a check Finally get a supervisor on the phone who tells me that they weren't aware it was an electrical inspection, and since there wasn't a break down, I'll have to get another inspection before they can disburse the funds I am finally able to argue with them not to get another inspection They go back to the insurance company, get the electrical breakout, and then agree to send me a check for the balance of the electricalThey promise it will be sent out in a day, but it gets sent out a week later, and then instead of using the *** label I sent them, they send it out regular mail, which takes another 2-business days I end up paying the electrician in December for work finished in October
Another inspection is ordered All I have left to do is some carpeting, but all of the drywall, insulation, and paint is completed I call them to confirm that they are sending me a check to find out that they are only sending me 25% of what's left! I'm fighting with my mortgage company to get the money I need to fix my houseI pay my mortgage on time, but have to wait MONTHS for them to pay me so I can pay people working in my home Who knows what interest and investments that they are making off of the money in escrow and why you have to fight for it Btw, Carrington owns the property inspection company, and I was told that they automatically underestimate the amount of work that's been done by an inspector! IT'S A CRIMINAL ATTEMPT to hold on to your money! I am refinancing away from these people the very first chance I get!

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

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/

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

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

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

4/18/I called Carrington Mortgage to verify my mortgage payment made on 4/13/because my bank acct showed it wasn't taken out, my first call was at 10:15am, the service repstated I need to call my bank and verify what happened, my bank verified the number to the acct was entered wrong, at 10:I called back spoke with a service rep by the name of *** id #*** giving her the correct last few digits she stated that I would have to pay a late charge and a service charge before she could accept payment I aske for a supervisor she refused to allow me to speak to one, said all she could do was transfer to the innivations deptand they could let me speak to one so here I go again explaining my problem to the next woman who in fact was very rude its like they had spoken while I was on hold mins, after she responded with the same response as the first lady and refused to take payment and wouldn't wave the fees I asked to speak to a supervisor she refused giving me her name but

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

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

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 has recently refused payments made by our banks bill pay service with *** Credit Union The checks were never presented March payment they had by the 28th...not days late This payment was refused without ever being presented for payment and mailed back the 29th March was Good Friday and Easter was the 1st yet I received the returned draft the 2nd A letter with this payment said payment was refused because a certified check or money order was required On March 18th we received a letter stating they had not received our March payment in the amount of $ Nowhere in this letter did it state that only a certified check would be accepted April payment was processed by Bill Pay and Carrington received this check on April 12th Again Carrington refused this check and returned stating they would only accept certified funds The March payment this time was held from the 4th and not returned for days We kept the envelope showing postmark of 4-