Carrington Mortgage Services LLC

I don't see how they have a A+ rating with neg reviews Carrington doesn't seem to want to work with people One customer service agent tells you one thing and come to find out it's wrong and you have to start the process over again and that has happened to me until they run me out of time and are trying to foreclose When you resend the documents they never seem to get them all, if they get them at all When I sent the documents from a different email address they received them, like they blocked my email address or something Most of the customer service people seem like they don't care at all and are there to take your house I am VERY, VERY, VERY unsatisfied with them!! I wouldn't recommend them to anyone at all

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is in
receipt of a complaint regarding the above-referenced loan received in our office via email on
October 22, 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
At the outset, please note that the servicing of this Federal Housing Administration ("FHA")
insured loan was transferred from *** ** *** ("***") to CMS on or about August 2,
Attached for your case of reference is a copy of the August 3, Notice of Service
Transfer ("Hello Letter") sent to you by CMS that notified you of the service transferAt the
time of the service transfer your loan was contractually current and showing due for the August
1, payment
While your correspondence indicates that CMS did not provide you with a list of charges, fees or
items that may have changed during the service transfer to CMS, we would like to point out that
paragraph one of the Hello Letter states: "The servicing of your mortgage loan is being
transferred, effective August 2, This means that after this date, Carrington Mortgage
Services, LLC ("CMS'') will be collecting your mortgage loan payments from youNothing else
about your mortgage loan will change."
Moreover, CMS is unaware of any requirement that CMS to provide you with an itemization of
the fees that may have been assessed to your loan by the prior servicer at the time of the service
transferIf you believe that *** improperly failed to provide you with such disclosures, we
encourage you to address your concerns to *** directlyIt is important to note that, the Hello
Letter was sent to you via first class mai I to the mailing address of * *** *** ***
*** ** ***which was provided to CMS as the correct mailing address by the prior loan
servicer at the time of the service transfer to CMS
While CMS is unable to comment on the servicing practices of ***, we are able to confirm that
*** issued you the attached Notice of Service Transfer ("Goodbye Letter") to the same mailing
address on July 11,Because CMS is unable to comment on behalf of ***, we encourage
you to contact *** for any questions or concerns you may have regarding any previous requests
that you may have made to *** regarding a change of your mailing address
A review of our records found that you initially contacted CMS on August 13, and during
this phone conversation, the CMS representative that you spoke with provided you with your
new loan number, the status of your loan and payment informationYou explained that you
would be making your August 1, payment via CMS's online payment systemThe CMS
representative informed you that pursuant to federal law, CMS would not treat any payment as
late during the initial sixty-day period after the service transfer
On or about August 22, 2014, CMS issued you a monthly mortgage statement; however, the
mortgage statement was reh1rned to CMS on September 2, due to an indication that the
address the mortgage statement was sent to was invalidOn September 15, 2014, you contacted
CMS and requested that the representative accept your August 1, payment via CMS's
phone payment systemWhen the associate provided you with the $fee that CMS charges
for a CMS representative to process the phone payment, you explained that a previous CMS
representative offered to waive the phone payment processing fee
While CMS has no record that you were advised by a CMS representative that the phone
payment processing fee would be waived, the CMS representative spoke to a supervisor who
agreed to waive the $phone processing fee as a one-time courtesy to you and as an
expression of CMS's commitment to the highest standards of customer satisfactionOn
September 30, 2014, CMS received your September I, payment which was paid via CMS' s
no-cost online payment system
On October 15, 2014, you contacted CMS as your account within CMS's online payment system
was lockedThe CMS representative unlocked your online account as you requested and
notified you that CMS received additional mail that was returned undelivered due to an invalid
addressThe CMS representative re-verified the address with you and then updated your mailing
address within CMS' s loan servicing system to reflect the address you verbally provided of:
*** *** *** *** *** *** ** ***
We would like to point out that during this phone call you did not provide the spelling of the
street or city for your mailing address; however, we have since confirmed that the proper spelling
of your mailing address is *** *** *** *** *** *** ** ***We are pleased
to confirm that CMS has now updated your mailing address with the correct spelling as outlined
within your correspondenceNevertheless, we sincerely apologize for any inconvenience you
may have experienced as a result of CMS's efforts to assist you in updating your mailing
address
On October 16, 2014, CMS received your October I, payment which was paid via CMS's
no-cost online payment systemOn October 20, 2014, CMS found that the banking account
information you entered into CMS's online payment system on October 16, 20Iwas returned as
"Unable to Locate Account"This caused your loan to revert back to the October 1, due
dateIn addition, you loan was assessed a late fee in the amount of $as your October 1,
payment was not received by CMS within fifteen days after the October I, due date
That same day, you contacted CMS and inquired why the October I, payment was returned
to CMSThe CMS associate informed you that it was due to the fact that you entered incorrect
banking account information within CMS's online payment systemYou requested that CMS
waive the late charge, and the representative explained that your written request could be sent to
CMS's Customer Service Research Department
Later that same day, you again contacted CMS and during this phone conversation you explained
that you were attempting to make a payment via CMS' s online payment system; however, the
online payment system requires that you pay the total amount due including any outstanding late
chargesYou again requested that CMS waive the late feeThe CMS representative then spoke
to a supervisor who denied your request to waive the late fee as it was not CMS' s error that led
to you entering the incorrect baking information within the online payment system
Because you requested to speak to the supervisor, your call was then transferred to the
representative's direct supervisorWhen the CMS supervisor spoke with you, it was reiterated
that CMS would not waive the valid late charge assessed to your loan as you waited until
October 16, to make the payment that became due on October I, and when you made
the payment, you improperly entered your banking account information which caused the
payment to be returned as "Unable to Locate Account"
The supervisor reminded you that the sixty day transfer period expired on or about October 2,
and CMS was permitted by applicable law to assess a fee for the payment that was not
received by CMS on or before the sixteenth day of the month in which the payment became due
Because you were unsatisfied with the supervisor's denial of your request to waive the late
charge, you requested to speak to the supervisor's managerWhile we are uncertain if you left a
message for the CMS manager to return your call, you immediately contacted CMS and when
the new CMS representative answered your call, you immediately requested to be transferred to
a managerBecause a manager was not available at that exact moment, you were transferred to
the manager's voicemail and encouraged to leave a message for a return callLater that same
day, you replaced the October 1, mortgage payment via CMS's online payment system
On October , 2014, CMS spoke with you and you again requested that CMS waive the late fee
During this phone conversation, the CMS representative reiterated that your request was
previously reviewed by supervisors who informed you that CMS would not waive the late
chargeBecause you were again dissatisfied with CMS's response, you requested to speak to a
supervisor
Your call was then transferred to a supervisor and during this phone conversation you requested
that CMS send you a copy of your original loan documentsIt was at this time that you
demanded that the fees assessed by CMS be waivedThe CMS supervisor again informed you
that CMS would not waive the late charge as it was not CMS's error that led to you entering the
incorrect baking information within the online payment systemAt that point you began verbally
abusing the CMS supervisor with inappropriate language, so the CMS supervisor terminated the
callOn October 22, 14, CMS provided you with copies of your original loan documents that
you had requested the previous day
While we are sorry to hear that you did not find CMS's online payment to be user friendly, we
submit that our website does allow borrowers a no-cost option to remit electronic payments to
CMS which are credited the same business day as long as the payment transaction is made prior
to :OOpm EST
In response to your claim that CMS has not provided you with a copy of the "fee structure", we
are unable to determine precisely what information you are requestingIn the event you find it
useful, you can see a list of the fees charged by CMS on our publicly-available website at
https :/ /myloancarringtonmscom/webapps/ servicing/myloans/fg .do#customerf eesIn addition,
please find the attached loan payment history as well as CMS 's loan servicing system payment
codes and definitionsfor your ease of referenced a summarized payment ledger is outlined
below
Transaction Date I Transaction Type Transaction Amount Installment Paid
08/02/Loan transferred to CMS showing due for the August I, payment
09/15/Payment $'08/01/
09/29/Property l11spection $-
09/30/Payment $'09/01/
09/30/Payment of Fee -$-
10116/Payment $1,10/01/
10/17/Late Charge -
IOn0/Returned Payment -$1' 09//
10/20/Payment $1,10//
Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan
and it was your failure to enter correct bank account information within CMS' s online payment
system that resulted in CMS's lawful assessment of a late charge to your loanTherefore, CMS
is respectfully declining your request to waive the permissibly charged late fee from your loan
for the payment received on October 20,that was due on October 1,
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, 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ***
Customer Advocate

December 16,
Original Sent Via First Class Mail
*** ** ***
*** *** ***
*** *** ** ***
RE: Loan No.: ***
Complaint ID #***
Borrower: *** ** ***
Property Address: *** *** ***, *** *** ** ***
Dear Mr***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) and received in our office via email on November 18, As CMS is committed to responsible lending and servicing, we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As we understand your complaint, you refinanced your mortgage on or around October 3, and fully paid off your loan with CMSYou question why a Payoff Statement generated on September 28, reflected a different total amount due than your monthly mortgage statement dated October 1, You have requested that CMS refund you a double payment you believe you made for your October 1, mortgage paymentAdditionally, you would like to be refunded for a $late charge and $fee because you made your October 1, payment on September 29, You admit that you were provided with a refund for funds that were held in your escrow account but you question the calculations CMS has made with regard to your account as a wholeYou also experienced difficulty setting up automatic payments when CMS first began servicing your loan
As you are aware, the servicing of your loan Federal Housing Administration (“FHA”) insured transferred from *** ** *** (“***”) to CMS on or about August 2, At the time of the service transfer your loan was contractually current and showing due for the September 1, paymentOur records reflect that your loan was paid in full on or about October 8, Because the loan is FHA insured, interest is paid for the entire monthThe attached payoff generated on September 28, was good through November 1, Your October 1, payment was received on September 29, after the payoff generatedThus, the payoff included the October interestFollowing receipt of your payoff funds, CMS issued a refund for $in excess principal and $in excess interest of for a total of $
According to your Mortgage, Section states a Lender may inspect the Property if the Property is vacant or abandoned or the loan is in defaultThe $property inspection fee was assessed on April 7, because your January 1, payment was in default and was not received until February 26,
Below is a snapshot that reflects the payments we received from you in the last twelve (12) months
Payment Due Date Payment Received Date
11/01/11/20/
12/01/12/31/
01/01/02/26/
02/01/02/26/
03/01/03/11/
04/01/03/30/
05/01/04/29/
06/01/05/28/
07/01/06/27/
08/01/07/30/
09/01/08/29/
10/01/09/29/
Loan Paid in Full 10/08/
FHA Payoff vMonthly Mortgage Statement
You also raise concerns that different amounts are reflected in the payoff quote and the monthly mortgage statementThe monthly statement shows the amount of the unpaid principal balance (“UPB”) ($139,615.77) due at time the statement is generatedThe payoff statement includes the interest that will become dueThe interest of $1,was good through November 1, and was for the months of September and October 2015, as interest is earned in arrearsThe recording fee was $10.00, the property inspection fee was $and the $late charge reflects the amount due if the payoff funds were received after the 16th of the monthThe PMI/MI Premium ($188.13) is also paid in arrearsTherefore, $was credited back to your escrow account as shown belowThe breakdown below represents the fees you were charged in the attached payoff statement listed below
• Unpaid Principal Balance (“UPB”) $139,
• FHA Interest (Sept & Oct) $ 1,
• Recording Fee $
• Property Inspection Fee $
• Late charge (if paid after 16th) $
• PMI/MI Premium Due $
• Escrow Credit $ -
Total Amount to Pay Loan in Full $140,
Automatic Payments
As you are aware, CMS received an inquiry from you through the Revdex.com on November 18, which raises the issues you experienced when setting up automatic monthly paymentsAccordingly, the loan was researched and a response was sent to you by CMS on December 10, 2014, a copy of which is included here for your ease of referenceIn that response, CMS informed you that since you did not have a checking account, you would need to provide a savings account statement or a letter on banking institution letterhead that provided the savings account and the bank routing numberCMS also addressed your November 14, call, during which you stated that CMS was intentionally causing you to be late by making it impossible to make your paymentCMS explained that entering incorrect information caused your online account access to be lockedShortly thereafter your account was unlocked
Refund Check Breakdown
Finally, CMS has issued a refund check in the amount of $3,This amount includes the overage of the principal, interest, late charge, PMI and the escrow balance
• Principal $
• Interest $
• Late charge $ (refund from payoff quote)
• PMI $
• Escrow balance $ 2,(prior to the payoff quote)
$3,
We believe the record is clear that CMS has refunded the full amount owed to youTherefore, CMS respectfully disagrees with your belief that you were not given proper creditTo the extent that statements in your letter consist of allegations of wrongdoing by CMS, all such allegations are denied
We trust we have addressed your concerns regarding your accountCarrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may haveIf you have any further questions, the undersigned can be reached at *** *** Monday through Friday, 8:AM to 5:PM, Pacific Time
Sincerely,
*** ***
Cc: Revdex.com
Enclosures:
Payoff Statement
Response dated December 10,
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, *** ** ***
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
***
*** Residents Only:
Carrington Mortgage Services, LLC ('CMS') is licensed with the *** Securities DepartmentYou may file complaints about CMS with the *** Securities Department (Department) at *** *** *** *** *** *** *** *** *** ***, *** ***You may obtain further information by calling the Department's general information number at *** *** or toll-free, *** *** or faxing the Department at *** *** or visiting the Department's website at ***For a list of standard or common loan servicing fees charged by CMS, please visit the CMS website at ***
***:
For *** Residents:
*** ** *** *** *** *** ** ***
*** ***
***:
NOTICE OF IMPORTANT RIGHTS
YOU HAVE THE RIGHT TO MAKE A WRITTEN OR ORAL REQUEST THAT TELEPHONE CALLS REGARDING YOUR DEBT NOT BE MADE TO YOU AT YOUR PLACE OF EMPLOYMENTANY SUCH ORAL REQUEST WILL BE VALID FOR ONLY TEN DAYS UNLESS YOU PROVIDE WRITTEN CONFIRMATION OF THE REQUEST POSTMARKED OR DELIVERED WITHIN SEVEN DAYS OF SUCH REQUESTYOU MAY TERMINATE THIS REQUEST BY WRITING TO THE CREDITOR
***:
Carrington Mortgage Services, LLC is licensed by the *** Department of Commerce
*** ***:
*** *** *** Department of Consumer Affairs License Number ***
This Collection agency is licensed by the City of *** license numbers: *** & ***
City of *** Debt Collection Agency License Number: ***
For *** *** residents: You may file complaints about CMS with the *** *** State Department of Financial ServicesYou may obtain further information from the *** *** State Department of Financial Services by calling the Department’s Consumer Assistance Unit at *** or by visiting the Department’s website at ***Carrington Mortgage Services, LLC is registered with the Superintendent of the *** *** State Department of Financial Services
*** ***:
Carrington Mortgage Services, LLC is licensed under the *** *** Agency Permit No*** & *** and *** *** Secure and Fair Enforcement Mortgage Licensing Act*** *** *** *** *** *** * ***, *** ** ***
***:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance
***:
Notice to *** Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE *** DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, *** *** *** *** *** ***, *** ***A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT ***

I have a loan with Carrington Mortgage Services that they purchased from *** ** *** that they purchased from *** *** *** *** back in The loan involved a lien on a manufactured home that was not removed by either financial institutionI have tried for over months to get this old loan removed so I can sell the homeI am only important to these companies when my payment is dueI have faxed information to Carrington over and over againI have compiled with all their request but their day process ( times) ; result? No actionWhen I call now I am inform that "he phone connection is bad" please call backThese are paid professional?

I want to say everything went well, the rep who help me gave me great informationHe knew what was right for my loan and everything went in a timely fashioni want to thank everyone at Carrington Mortgage who work on my loan

April 12, Original response sent via regular mail *** ** *** *** ** *** *** *** *** ***, ** *** RE: Loan
No.: *** File No.: *** Borrower: *** ** *** Co-borrower: *** ** *** Property Address: *** *** ***, *** ** ***
* Dear Ms*** & 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 April 3, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you state that you authorized a payment on February 28, for your March 1, mortgage payment through your bank’s bill pay service and that CMS lost your paymentYou go on to say that CMS assessed a late fee in the amount of $and that you incurred a stop payment fee from your bank in the amount of $as a result of the lost paymentConsequently, your desired resolution is for CMS to waive the late fee in the amount of $and to compensate you in the amount of $for the stop payment fee that you incurred As a preliminary matter, please understand that when you make a payment via bill pay, that payment is not wired or deposited to CMS on that same dayInstead, while your bank may debit your bill pay amount from your checking or savings account on the date you select the payment to be made, your bank may still have to issue a physical check which is usually sent via regular United States Postal Service (“USPS”)As a way to prevent late charges, CMS encourages its customers to initiate their bill pay check a few days earlier to account for the number of days that it may take USPS to deliver the physical check to our payment processing centerAdditionally, it is also important to understand that CMS has no control over the successful delivery or delivery timeframe of *** and we cannot be held accountable for delayed, lost or undelivered mailingsWith regard to the late fee assessed to your account, we want to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf your payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your accountAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent Our records show that we received payment in our office on March 27, in the amount of $That same day, CMS applied your payment to your March 1, mortgage payment and assessed a late fee in the amount of $Although you state in your complaint that you authorized a payment on February 28, for your March 1, mortgage payment through your bank’s bill pay service and that CMS lost your payment, we are unable to find any evidence to substantiate your claim in our review of your account or with the information you submitted in connection with your complaint 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, and has properly serviced your loan and assessed late fees to your account all in accordance with the terms and conditions of your mortgage loan agreementFurthermore, we submit that customers who elect to process payments through a bill pay service are solely responsible for accurately entering the information for the bank account from which they want the loan payments withdrawn and for the successful and timely delivery of their payments to our payment processing centerAs a result, CMS respectfully denies your request to waive the late fee in the amount of $assessed in connection with your March 1, mortgage payment and your request for compensation in the amount of $ Finally, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (***) ***-***, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.OBox ***, ***, ** *** or fax your correspondence to (***) ***-***. [This space intentionally left blank] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, *** ** *** Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

I have never been late on paying my mortgage only late paying fees I didn't know what were for and they were unable give me details onI requested in writing July 8, to receive my statements via US MailI received the August statement and not the September oneSo I will have to call and see why the canceled mailing my statements AGAIN! Their online site is horrible and only works half the time so I will not do electronic statements I had a $fee added to the July statement which it took months for them to tell me what is for and not sure it is a legal charge and now there is a $fee on the September statement that I never received and I do not know what is forSo I will need to call AGAIN and ask about that fee! I call monthly to see what the extra fees they are charging are for since lately they have been every monthI am also being charged $to make each payment online and it does not allow me to pay the full amounts due at onceI have to pay the add on fees ow

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is in
receipt of a complaint regarding the above-referenced loan received via email on October 6,
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
At the outset, please note that the servicing of this U.SDepartment of Veterans Affairs ("VA")
insured loan was transferred from Bank of America ("BOA") to CMS on or about August 2,
Attached for your ease of reference is a copy of the August 3, Notice of Service
Transfer ("Hello Letter") sent to you by CMS that notified you of the service transferAt the
time of the service transfer your loan was contractually current and showing due for the August
1, payment
As you are aware, CMS completed an escrow analysis for this loan on September 16, 2014,
which was within sixty days of the service transfer as required under the Real Estate Settlement
Procedures Act ("RESP A")A copy of this escrow analysis was issued to you by CMS the same
day which you have confirmed receipt of on September 27, This annual escrow analysis
determined that your escrow account contained a shortage in the amount of $The
shortage was spread over twelve months and resulted in a monthly escrow shortage collection of
$($divided by = $64.44)
Although, the monthly collection for the payment of taxes and/or insurance decreased from
$to $324.96, the collection of the escrow shortage resulted in a payment increase from
$1,(Principal and Interest of$1,and an escrow collection of$349.63) to $1,
(Principal and Interest of $1,337.97, escrow collection of $and escrow shortage collection
of$64.44) effective with the November 1, payment
On September 29, 2014, you initially contacted CMS and expressed your desire to opt out of the
RESP A guidelines that permit CMS to collect a yearly escrow cushion equal to or less than one-sixth
(l /6th) of the total yearly escrow collectionAlthough the CMS representative attempted to
assist you at that time, it was apparent that your request would require the assistance of a
supervisor who would be able to work directly with CMS 's escrow department to review your
request
It was explained that if there was a change in the escrow amount collected by CMS, a new
escrow analysis would be completed and issued to you informing you of any new escrow
payment requirementThe CMS representative informed you that your request was forwarded to
a supervisor who would work with CMS 's escrow department to determine if CMS would agree
to remove the escrow cushion as you requested
One day later on September 30, 2014, you contacted CMS to inquire whether the CMS
supervisor determined if the monthly escrow cushion would be removed from your loanThe
CMS associate explained that the CMS supervisor continued to work on your request and the
supervisor would contact you once a determination was madeThat same day, you contacted
CMS for an update and the CMS representative confirmed that the supervisor was diligently
working on your request and that the supervisor would contact you with an update on Friday,
October 3,
Later that same day, you again contacted CMS and inquired whether the supervisor had
determined if CMS would be able to remove the escrow cushion payment requirement from your
loanThe CMS representative again confirmed that a supervisor was working with the escrow
department in an effort to assist you and reminded you that the supervisor would contact you on
Friday, October 3,
The following day on October 1, 2014, you contacted CMS and wanted to know the outcome of
your requestThe CMS representative again informed you that a supervisor was working with
the escrow department and that you would be contacted by a supervisor on Friday, October 3,
Because you requested to speak to the supervisor working on your request, the CMS
representative transferred you to the supervisor's voicemail to leave a message
On October 3, 2014, you contacted CMS and inquired whether the research was completed to
determine if CMS would remove the escrow cushion collection requirement for your loanYou
went on to explain that you would contact CMS every day until you received a decisionThe
CMS representative provided you with information surrounding your escrow account and then
transferred you to the voicemail of the supervisor who was working on your request
On October 6, 2014, the CMS supervisor was notified by the escrow department that your
request to remove the escrow cushion payment requirement from your loan was declined as CMS
does not offer any opt-out programs to remove the escrow cushion collection for your escrow
account
That same day, the CMS supervisor attempted to contact you to provide you with the result of
your request; however, the supervisor was unsuccessful in speaking with youThe supervisor
clearly noted your loan so that when you returned the call, any CMS representative would be
able to relay the determination to youIn addition, the supervisor also documented a link to the
United States Department of Housing and Urban Development (HUD) website that outlines
Frequently Asked Questions ("F AQ") surrounding escrow collection requirements set forth by
HUD and RESP A
It is important to note that while RESP A guidelines do not require a lender to maintain an escrow
cushion, RESP A guidelines do permit a lender to maintain a cushion equal to one-sixth of the
total amount of items paid out of the account, or approximately two months of escrow payments
While RESP A guidelines allow for CMS to maintain an escrow cushion equal to one-sixth
(1/6th) of the total yearly escrow disbursements, CMS only collects one-twelfth (1/12th) and will
continue to maintain an escrow cushion at all times for your loanWe respectfully submit that
this practice is standard within the industry and in compliance with applicable law
Also attached for your review and record is a copy of your Deed of Trust dated March 16,
As you can see, Section Three: Funds for Escrow Items states: "Lender may, at any time,
collect and hold Funds in an amount (a) sufficient to permit Lender to apply the Funds at the
time specified under RESPA, and (b) not to exceed the maximum amount a lender can require
under RESPA "
We acknowledge that there was a one business day delay from the date that CMS intended to
provide you with the determination of your request to the date that the CMS supervisor
attempted to contact you and we sincerely apologize for any inconvenience you may have
experienced due to this inadvertent delayFor your ease of reference you may access HUD's
website via the link below for more information regarding escrow collection requirements
http://portal.hud.gov/hudportal/HUD?src=/program offices/housing/ramh/res/respafaq
Based on the foregoing, we believe the record is clear that CMS has diligently attempted to assist
you in determining whether CMS would remove the collection for your escrow cushion and
provided you with a response to your verbal inquiry within five business days of receiving your
initial requestShould you wish to further discuss the escrow cushion collection requirement, 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 complaintIf you
have any further questions, please contact the undersigned at (866) 874-5017, Monday through
Friday, 8:00AM to 5:00PM, Pacific Time
Sincerely,
Chris Lindsey
Customer Advocate

January 30, I used Carrington Mortgages automated system to make a payment over the phone dated for 01/31/which was a Sunday While making the payment the automated system gave a disclaimer that payments done on the weekend will be PROCESSED the next business day As a previous mortgage debt collector I know POSTING a payment and PROCESSING a payment are different things So I assumed my payment would be posted for 01/31/especially since it was done electronically Carrington POSTED my payment 02/01/causing me to have a day late on my credit report I disputed this fact with their research department and their 'consumer advocacy department' (yeah right) who refuse to acknowledge the difference in the terms and that their disclaimer is misleading They also refuse to remove from my credit report This is clearly not accurate debt reporting and I would like them to correct this on my credit report

While attempting to pay my mortgage online I was unable to do so because being flagged in their system I spoke to *** first and she told me it was out of her control, because payments that were made were NSF This did happen I have separate bank accounts and when I logged in my saved payment info o the sites was not their and I accidentally put the wrong account info in, then the next month the company had saved the wrong info so again this happened I called them on both occasions and was told everything was O.KSo last month I was flagged and I called Spoke with an agent and the payment was processed no big deal This month they tell me they need certified funds sent to them until December I have never been late or missed a payment, but am treated like a habitual late payor I spoke with a supervisor *** ID *** and basically was told to go to the post office and pay additional fees to pay my mortgage, nothing she or anyone else would do for me

September 13, *** *** *** *** *** *** *** *** *** ** *** RE: Complaint No.: *** Loan No.:
*** Property Address: *** *** ***, *** *** ** *** Dear Mrand Mrs***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on August 25, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you express several concerns. First, you claim that your prior servicer informed you that the servicing of your loan would be transferred beginning July 1, 2016; however, you did not receive any information regarding the transfer from CMS until July 19, 2016. Second, you state that you sent CMS a monthly payment using the new loan number and address provided in the CMS letter. However, on August 17, you received a call from a CMS Representative, who informed you that your monthly payment was being returned, and that CMS would not accept anything less than the total amount due in certified funds. You express concerns with this phone call as this CMS Representative informed you that she was in the Collections Department, and you would like CMS to review this call and take appropriate action as you believed the call was illegal due to your prior bankruptcy filing. Third, you request confirmation that CMS has received your payment in certified funds for the total amount due including the August payment. Lastly, you claim that you received poor customer service, and that the CMS Representatives were at times, “hostile” and “intimidating” during your communications At the outset, please note that the servicing of this Veteran’s Administration (“VA”) guaranteed loan was transferred from Bank of America N.A(“BOA”) to CMS on or about July 1, 2016. Attached for your ease of reference is a copy of the July 11, Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer. At the time of the service transfer the loan was showing contractually due for the April 1, payment. In addition, the records show that you had filed for Chapter bankruptcy protection on January 4, 2011, case number ***, and you received a discharge of this debt on April 29, 2011, and the bankruptcy case was closed on May 12, Please note that, while CMS began servicing the loan on October 2, 2014, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition. This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information. Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date. Upon review, our records show that on August 12, CMS received a payment from you in the amount of $1,150.30, personal check number dated July 29, 2016. This payment was applied to the April 1, payment in the amount of $1, On August 17, CMS called you and during this call the CMS Representative provided you with the following disclosure: This call may be monitored or recorded for quality assurance purposesIf your mortgage has been discharged or is currently in bankruptcy, this notification is for informational purposes only and is not an attempt to collect recover, or offset the mortgage indebtedness against you personally In addition, the CMS Representative, requested permission to discuss the status of the loan with you, which you granted. The CMS Representative explained that you were no longer liable for the debt due to the Chapter bankruptcy discharge that had taken place in April 2011. Nevertheless, if you wanted to keep the property the total amount to bring the loan contractually current would be needed. The CMS Representative also informed you that CMS had received a payment in the amount of $1,150.30, and that this payment was being returned as it was less than the amount needed to bring the loan contractually current. Regrettably, due to an inadvertent oversight by the CMS Representative, the statement indicating the payment was being returned was inaccurate, as the payment had already posted to the loan on August 12, 2016. You informed the CMS Representative that the prior servicer had been allowing you to make one monthly payment on the loan. The CMS Representative explained that the loan was showing due for the May through August payment and therefore one monthly payment would not be accepted. You indicated that you needed to end the call but that you would call back later Thereafter, you called CMS on August 18, 2016, on August 19, 2016, and again on August 22, 2016, and during these calls the CMS Representatives provided you with same disclosure stated above, and also requested permission to discuss the status of the loan with you, which you granted During these calls, you indicated that you wanted to make a payment for less than the amount needed to bring the loan contractually current, but that you could make a payment every couple of weeks which would bring your loan current by September 2016. The CMS Representatives explained that the loan was showing due for the May through August payments and therefore one monthly payment would not be accepted. On August 22, 2016, CMS received a payment from you in the amount of $4,601.20, and this payment was applied to the May 1, through August 1, payments in the amount of $1,each. On September 8, 2016, CMS received another payment in the amount of $1,150.30, and this payment was applied to the September 1, payment. Attached for your ease of reference is a copy of a payment history that shows payment transactions on your loan from August 25, to September 8, In response to your request for billing statements, please note that the records show that due to the Chapter bankruptcy discharge, the billing statements were blocked. However, per your request CMS has removed this block, and the monthly billing statement for this loan have resumed beginning September 12, 2016. Attached for your ease of reference is a copy of your billing statement dated September 12, Lastly, during our review of the records, we did not find any evidence to support your claims that CMS Representatives were unprofessional. Nevertheless, we would like to take this opportunity to apologize for any perceived unprofessional customer service that you believe you received from our office Based on the foregoing, we conclude that CMS has properly serviced your loan in accordance with the established policies and procedures for a loan that is showing three months or more past due, and in compliance with applicable bankruptcy laws and regulations. Nevertheless, we would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced due to the inaccurate returned payment information provided to you by the CMS Representative, but also to thank you for bringing this matter to CMS’s attention. CMS is always looking for ways to improve service levels and your feedback is important us In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. You may contact CMS regarding the administration of this loan and may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. In addition, you can also send written correspondence including inquiries and complaints about this loan to Carrington Mortgage Services, LLC, Attention: Customer Service, P.OBox 3489, Anaheim, CA or fax correspondence to (800) 486- Please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, Patricia Raisch Customer Advocate -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

January 24, Original Response Sent Via Regular Mail *** ** ***
*** ** *** *** *** *** ***
*** *** ** *** *** *** ***
***
*** *** *** *** *** *** *** *** ** ***
*** *** ***
Dear Mrand 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 January 5, 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 state that your loan was transferred to CMS on December 2, 2016; however, you did not receive a mortgage statement from CMS until December 23, 2016. You further state that you processed your mortgage payment through your financial institution’s “Bill Pay” service on December 30, 2016, but as of January 4, 2017, your payment had not been applied to your loan. You state that you contacted CMS on January 4, to inquire about your payment and you were dissatisfied with the level of customer service you received. The resolution you desire is for CMS to improve its customer service, account processing and account services when acquiring loans from another servicer As you know, the servicing of your loan was transferred from *** ** *** N.A(“***”) to CMS on December 2, 2016. On December 7, 2016, CMS issued a Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer, and providing 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 January 1, mortgage payment Please note that transferee servicers generally conduct a number of post-transfer diligence activities following a transfer of servicing in order to ensure that the transferee servicer can properly service the newly-acquired accountsSuch activities include extensive reconciliation of the data received from the transferor servicer to ensure account records are accurate and all funds are properly accounted forDue to the time-consuming nature of these post-transfer tasks, transferee servicers generally are not able to provide monthly mortgage statements immediately following a transferIn this case, CMS worked diligently to complete the necessary post-transfer reviews, and delivered a monthly mortgage statement to you as soon as practicable following the transfer Accordingly, our records show that CMS sent a monthly mortgage statement to you on December 19, 2016. The statement informed you that your next mortgage payment of $1,was due on January 1, 2017. On January 4, 2017, you contacted CMS to inquire whether you January 1, payment had been received. The CMS representative reviewed your account and informed you that your payment had not yet been received as of that moment. The CMS representative inquired as to the date the payment had been sent. You informed the CMS representative that the payment was processed through your financial institution’s Bill Pay service and you claimed that CMS received that payment on December 30, 2016. The CMS representative again informed you that there was no record of CMS having received your payment as of that moment and attempted to obtain the date that your financial institution sent the payment to CMS. You again insisted that CMS had received the payment on December 30, and requested that the CMS representative trace your payment. In response, the CMS representative informed you that CMS had no way of tracing your payment. The CMS representative attempted to explain that CMS could not trace the payment because your financial institution’s Bill Pay service would initiate the payment and mail a check to CMS through the United States Postal System (“USPS”), and such payments are not electronically transmitted to CMS. Because CMS had no involvement in the initiation of the payment and no way to track the payment in the mail, CMS could not trace the paymentHowever, you interrupted the CMS representative and stated that you would be refinancing your loan with another lender because CMS was unable to trace your payment. You then proceeded to abruptly terminate the telephone call Later that day, CMS received your check number ***1, in the amount of $1,111.11. The funds were applied to your January 1, payment in the amount of $1,with the remaining $being applied toward the principal balance. After the application of funds, your loan was contractually current and due for the February 1, mortgage payment Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error Finally, a review of our telephone records shows that the CMS representative was professional and polite to you while working to assist you with your needs. CMS has confirmed that the information provided to you during that telephone conversation was accurate in that CMS would be unable to trace a payment sent to CMS by your banking institution via regular mail. Customarily, it would be necessary for such action to be taken by the account holder. Nevertheless, we sincerely apologize if the level of customer service and/or communication you received from CMS did not meet your expectations Based on the foregoing, we believe the record is clear that CMS properly and promptly applied your January 1, payment upon receiving the check from your financial institution. Again, please be advised that your financial institution’s Bill Pay service mails checks to CMS and such payments are not electronically transmitted to CMS. Unfortunately, CMS does not have any control over the amount of time it takes the USPS to deliver a check to CMS. We would like to take this opportunity to remind you that in addition to your financial institution’s Bill Pay Service, CMS offers several other options to remit your monthly loan payment. For a list of all available payment options, we encourage you to visit our website at https://carringtonms.com/AccountServices/PaymentOptions We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at ###-###-####, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely,
*** ** *** Customer Advocate CC: Revdex.com Tell us why here

I had been working with Florida Hardest Hit to get assistance with my mortgage I made sure and made Carrington aware of this Everytime I called They mailed an intent to foreclose to me, so I submitted documents to them, and they sent me a loan modification I signed it to prevent losing my house Now that I signed that, I disabled me from receiving the funding I desperately needed for the house, which was the past due amount plus months in future payments of $ I feel mislead and still badly need the help if the Florida Hardest Hit funding

Stay away from this company They are horrible to deal with I have never dealt with a more unprofessional and difficult company in my life Chase sold my mortgage to them in December and I have had nothing but issues since They tell you one thing on the phone and then it doesn't happen, then you call back more times and get a different answer every time I never had any problems with Chase, but this company will not give you a straight answer and even if it is documented that you were told one thing they don't care

Attached is a copy of our response to complaint #*** received in our office on 1/9/15.February 4, 2015*** ** *** ** *** *** *** ***RE: Loan No.:Complaint ID:Dear Mr***:.MORTGAGE SERVICES***The Customer Advocate Department of Carrington Mortgage
Services, LLC ("CMS") is inreceipt of your complaint tiled with the Revdex.com received in our office via emailon January 9, CMS is committed to responsible lending and servicing and we would liketo address any concerns you may haveThe following is our response to the issue(s) raised inthe inquiry.As we understand your complaint, you claim that CMS has assessed late fees on your loan forpayments that you have paid within the grace periodIn addition, you state that when youaddressed this issue with CMS Customer Service, you were asked to provide copies of your bankstatements to show proof of timely payments, which you feel is inappropriateFinally, youallege that, to date, CMS has not credited the fees that have been charged.Upon review, our records show that the loan originated on February 26, and that your firstpayment on the loan was due on April 1, In addition, the payment history shows that CMSreceived four payments after the grace period; therefore, late fees were assessed to your loan foreach of those monthsBelow is a payment summary for ease of reference.It is important to note that your payments are due on the first day of each month and areconsidered late on the day after the due dateNevertheless, per the Note terms and conditions, ifthe Lender has not received the full monthly payment required within tifteen (15) calendar daysafter the payment is due, the Lender may collect a late charge in the amount of four percent(4.000%) of the overdue amount of each payment.Based on the foregoing, we conclude that late fees in the amount of $are due and payablebecause the September 1, 2014, October 1, 2014, December 1, and January 1, 2015payments were received by CMS after the grace periodUnder the circumstances, CMS declinesyour request to waive these fees.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.CC: Revdex.com-INQUIRIES
Sincerely yours, *** ***
Customer
Advocate*** *** *** *** *** *** *** *** *** *** *** *** ** ***
Office: *** ***

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
The letter provided by my current Mortgage Provider confirms that the payment was submitted on August 31st, According to their records, the payment was submitted on time Once again, please remove the negative credit marking from my credit report
Regards,
*** ***

For the last years this company refused to send me tax informationI need the info for the PA-Property Tax or Rent Rebate They will not generate the because the interest I paid is less than $but the taxes I paid qualify me for a rebate from the stateThey tell me to use the December monthly statementThe statement can not be usedThey directed me to their website to print the info myselfThe website does not have a pdf just the monthly statementsThey are unwilling to help and smug about it

May 3, Original response sent via regular mail *** ***
*** *** ***
*** *** ** *** RE: Loan
No.: *** File No.: *** Borrower: *** *** Property Address: *** *** *** *** *** ** *** Dear Mr***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 13, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that CMS has consistently called you each month with regard to the collection of your mortgage payments prior to the payment due dateAs a result, you feel that CMS’s actions in servicing your account are unprofessional, improper, and harassingConsequently, your desired resolution is for CMS to stop calling you each month with regard to the collection of your mortgage payments At the outset, please note that the servicing of your loan was transferred from *** ** *** *** *** to CMS on or about December 2, At the time of the service transfer the loan was contractually current and due for the December 1, mortgage paymentAs you may already know, servicing rights arise at the time the loan is originated, but such rights are commonly bought and sold in the marketplaceConsequently, we respectfully submit that CMS acquired the servicing rights to the loan legally and in compliance with all applicable laws With regard to the phone calls you allege to have received from our office, please note that it is not CMS’s intent to be unprofessional, improper, or harassingOur calls are intended solely to provide you with a courtesy reminder that your mortgage payment is due in an effort to assist you to avoid a late charge and other adverse consequences of delinquencyFurthermore, in our review of the account, we have determined that none of the courtesy phone calls were made prior to the payment due dateNevertheless, CMS sincerely apologizes for any perceived unprofessional customer service you believe you may have received from our office during our attempts to contact you. That said, it is important to understand that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late charge will be assessed to your account pursuant to the terms of your mortgage loan agreementAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent In closing, you should know that CMS strives to accommodate all reasonable customer expectations and resolve all requests as quickly as possibleIf you would like for CMS to stop calling you to provide you with a courtesy reminder that your mortgage payment is due, please submit your request in writingTo expedite receipt of your written request, please send it via facsimile to my attention at (949) 666-and I will make certain that your account is properly updated to stop any further courtesy phone calls Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalfContrary to your allegations, our records are clear that CMS has properly serviced your account pursuant to the terms and conditions set forth in your mortgage loan agreement and in accordance with all applicable lawsNevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (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, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486- We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, *** J*** 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, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

Dear Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a rebuttal filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on May 18, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your rebuttal.As you know, our Customer Service Research Department originally received a complaint from you on or about March 29, which raises some of the same issues as your recent rebuttalAccordingly, the loan was researched and a response was sent to you via first class mail by CMS’s Customer Service Research Department on April 26, 2016.On April 28, 2016, our Customer Advocate Department received a complaint from you via the Consumer Financial Protection Bureau (“CFPB’’) which also raises some of the same issues raised within your recent Revdex.com rebuttalLater on April 28, 2016, CMS received another complaint from you that was filed with the Revdex.com which again raises some of the same issues as your most recent Revdex.com rebuttalYour Revdex.com complaint was followed by yet another complaint that you filed with the Office of the *** Attorney General (“FL AG”) which continued to raise some of the same issues as your most recent Revdex.com rebuttal.On May 12, 2016, CMS’s Customer Advocate Department researched your loan in detail and a response to your CFPB complaint was issued to you by CMS via the CFPB PortalLater on May 12, 2016, CMS’s Customer Advocate Department also issued a response to your initial Revdex.com complaint which was sent to you via first class mail and a copy was uploaded to the Revdex.com website as required by the Revdex.comThen on May 13, 2016, CMS’s Customer Advocate Department issued yet another response letter to you addressing each new concern you raised within the complaint you filed with the FL AG, and a copy of that response letter was also sent to the ** AGPlease be advised that while each of the above referenced response letters have provided you copies of the preceding responses, CMS is providing you with one copy of each letter that was sent to you in an effort to avoid an unnecessary duplication of effortsPlease be advised that while CMS will not respond to any of the claims that CMS has already addressed in detail, CMS will respond to each new issue raised within your Revdex.com rebuttal to the fullest extent possible.As we understand your Revdex.com rebuttal, you express dissatisfaction with the timelines provided to you within prior response letters sent to you by CMS that surround dates that you initially contacted CMS with the concerns raised in your complaintsPlease be advised that the information and dates CMS provided to you in its response letters were the dates that the respective business units received the identified written correspondences from you and the dates that such responses were placed in the mail by CMSCMS respectfully submits that the dates provided to you were accurate and that any contradiction you may believe exists among the dates indicated is immaterial to the issues at hand.In regard to your claim that your privacy has been violated in the course of responding to your Revdex.com complaint, please be advised that CMS responded to your complaint in detail which required CMS to provide you with documentation to support your loan payment historySuch response was issued to you with a copy to the Revdex.com in accordance with the terms and conditions required by the Revdex.comPlease be advised that CMS is unable to comment on behalf of the Revdex.comAccordingly, CMS encourages you to contact the Revdex.com directly for any questions or concerns you may have in regard to your claims that your privacy has been violated.In response to your request for CMS to provide you with a copy of certain CFPB guidelines, please be advised that CFPB guidelines are well-established and widely available to the public via the CFPB websiteFor your ease of reference, you may visit the CFPB website at *** or contact the CFPB via telephone at *** ***It is CMS's firm belief that CMS has properly serviced your loanCMS is unable to provide you with legal advice, so we encourage you to contact the advisor of your choice to discuss any legal recourse you believe you may have in regard to the allegations you have made against CMS and/or the Revdex.com.While CMS is uncertain as to the reasons you believe that there may be some sort of conflict of interest due to the fact that certain aspects of CMS’s loan servicing practices do include the collection of debts, please note that CMS provides all existing customers with specific disclaimers confirming our status as a debt collector to comply with all applicable lawsPlease understand that CMS’s intent when providing customers with the disclaimers is not to make any statement regarding the status of their account, but is instead intended to protect our customers, by notifying them that any information they discuss with our office might be used to collect a debt in the event that their account were to become delinquent.We understand that you are now claiming that CMS may have incorrectly reported information to the credit reporting agencies indicating that your U.SDepartment of Agriculture (“USDA’’) insured loan type is a Farmers Home Administration (“FMHA”) Real Estate MortgageWe have reviewed the matter and have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information.CMS also understands that you are asking CMS to remove negative payment information that was properly reported to the credit reporting agencies as a courtesy to youCMS would like to take this opportunity to notify you that CMS is obligated to by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information for all loans serviced by CMS.As you have been advised on numerous occasions, CFPB guidelines require CMS 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 ErrorTo be clear, each of the above referenced complaints you are required to be treated as Notice of Error by CMSAccordingly, CMS properly suppressed the reporting of loan and payment information to your credit profile for a period of sixty days upon receipt of each of the above referenced complaintsShould CMS continue to receive correspondence from you that is required to be treated as a Notice of Error, CMS will continue to suppress credit reporting for a period of sixty days.In response to your request for CMS to provide you with a copy of your original loan documents, please find copies of your Uniform Residential Loan Application, Note, Mortgage, and fully executed Final HUD-statement (showing the type of loan originated by *** *** ***, *** was a FMHA loan).Finally, please be advised that because CMS has already addressed these same or substantially similar issues on multiple occasions, CMS will not respond to future correspondence received from you raising substantially the same or identical claims.Based on the information contained within this response as well as the four prior responses CMS has issued to you, we believe the record is clear that CMS has properly serviced your loanShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistanceWe trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time.Sincerely,*** *** Customer Advocate

Andrew U*** was awesome to work with on my refiThe entire process happened in a timely fashionEverything happened just as was explained to me during the process, and we actually closed in less than days