Carrington Mortgage Services LLC

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

Made the process very smooth and answered every question instantly

I was not on the phone with *** Loans and Carrington regarding the payoff letterI do know *** Loans was not able to receive the pay off letter in a timely manner so I ordered the payoff to expediteIf Carrington would have sent the payoff to *** loans it would have been paid off on the 11th of DecemberWhy did I have to ask? To expedite!

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?

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

We have a house in contractWe need the payoff from CarringtonI signed a consent for the closing company to get it from Carrington-they refusedI had a Lawyer fax a request to their office, still no replyI have called them at least
times from Friday, 2/until today, 2/14/I was promised that I would get the information by email yesterday by PM-did not receive anything, Was then promised I would have today by AM-still no payoffI am supposed to 'close on the house this Friday, 2/The closing company needs the payoff to write up the paperworkI could loose my buyer if I can't get this information

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

I would give ZERO stars This company should be forced out of business My loan was transferred after years with *** and *** and has been in shambles every since this transferThe staff is incompetent and inefficientYou are constantly bounced around to individuals who are unable to answer questions and resolve mattersMy property has suffered fire damage and I have not received ANY information from this company but they want me to send them the insurance checks I am extremely frustrated and can’t wait to refinance away from them once time allowsSave yourself from stress STAY AWAY

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

Carrington Mortgage has raised my Veteran's Home Loan house payment by thirty dollars per month even though
the increase in homeowner's escrow insurance was found to be only $per month by my
calling USAA Insurance company, also Carrington did not provide the required accounting to me
There are no escrow collections for taxes because of my homestead exemptionRESPA, which is the Real Estate
Settlement Procedures Act, only allows Carrington to collect a cushion of two months escrow which would be
$25.50, but they are collecting $in excess of the allowed $*** Bank which serves Fort Benning,
*** says I am not the only Veteran or Soldier who is being abused by Carrington overcharging on escrow and that
numerous Veterans are trying to refinance to get away from Carrington but Carrington deliberately refuses to provide
payoffs and other mortgage requirements making the Veteran have to continue paying Carrington for or additional
monthsCarr

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

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
Not all of the recordings were properly given as evidence to my claimI made numerous phone calls since December in regards to my husbands loss of employmentDue to circumstances at work my husband left his jobThe owners who employed him were going seep rate ways in regards to the business and there was a fear of coporate taking over and letting go all employees and he was also put in the middle of both owners disputesWe new how the process worked with unemployment being managers ourselves and he would be forced into a job making less income than we needed to survive and would have lost everything we haveExspecially with daycare being a monthSo while he looked for hire income jobs he kept our kids home to avoid daycare feesWe have been denied for help for food stamps or any other temporary helpWe were also told our account had to be delinquent by cms in order to qualify for a loan modificationWe tried recently to get all phone recordings documents sent to us and it was denied twice because they claimed signatures did not match they denied is twiceWith law being brought up they did not mention in their claims that we were denied to make a payment and would not accept the payment listed until we submitted this complaintThat was also the first contact with a supervisor after two previous voicemails left for call backs which we never recievedAlso when being in a pending status and having certain rights with our loan being sold from the original lender facing foreclosure should never have been an issueWe were sent numerous intent to foreclose starting in February and it did not stop being sent until I brought it to their attention and we haven't received another letter sinceNeither of those were listed as evidence eitherUntil their "bully" tactics stop and they do what a lender should I will not drop this caseThis company has hundreds of complaints of forcing people out of their homes against laws protecting homeowners and they need to be stopped
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.I have been charged fees, one for being late and a dollar fee that is still unkownthe representative had advised me that the their would be no fees assesed to the account if the payment was made before the 16ththe late charge was assesed to the accountthe system that they provided for me to make the payment was cumbersome to say the least and not user friendlyI am also certified dyslexic and using a new system is an issue whenever it is for the first timewith this disability in mind, and the fact that the company does not provide any realtime solutions for payments with people with this problem free of charge I request that the fee be waived
Regards,*** ***

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

Customer Service is some of the worst I have ever dealt withReps will literally argue with the customer over the phoneThey have had my account locked since my other mortgage company transferred the loan to CarringtonI have made numerous attempts to make payment and they have reported payment as late to credit bureausHow can a customer make a payment if you have the account locked? If you have any choice in the matter do not use this company!

I have no idea how this company has an A rating with the Revdex.com Our mortgage was transferred to Carrington from BOA and it has been an absolute nightmare They have reported us late multiple times when we have proof of payment, my statement will say payment due is one amount but when I pull up our account online, it will say we owe four hundred dollars more than what our paper note reflects When I call the customer service line the employees are incredibly rude, uninformed and tell me I have to pay the larger amount All I want to know is where does that additional amount come from? How can my paper statement say we owe one thing and then the online and customer service say we owe a higher amount and we must pay it even though they can't explain what the difference is for? This company is a nightmare and a scam

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

October my home mortgage had all payments up-to-date and with ** *** *** October 2015, received notification that account transferred to Carrington, nothing would change other than the payeeBegan making monthly mortgage payments to Carrington October 2015, $(principal and escrow) and $(addl principal reduction) total $monthly All appeared as smooth transactions until I received letter in January stating my monthly mortgage payment is increasing to $1,130.09, which is a $increase, with no explanation as to whyCalled Carrington to inquire about the increase and got multiple explanations, last of which was because of an Escrow shortageI was transferred to Escrow deptEscrow said my acct was short for taxesViewing my *** county taxes showed no shortage and actually showed an over paymentEscrow transferred me to Tax deptTax dept reviewed and agreed they over paid $and *** county returned payment to Carrington so the

Mortgage went into default, carrington failed to provide proper paperwork to make withdrawal from retirement programMortgage then went into foreclosure, finally received proper paperworkPayment made through *** ***, and they cannot provide documentation thay payment has been madeCustomer service is terrible, we are given direct lines to employees who do not know the answers we need, and have drawn this out for months and monthsWe have now paid, and getting constant letters thato our home is in foreclosure

I was contact bu CMS stating I they were going to foreclose on my home because I was month behindHowever My bank records show that I'm not month behind that I only owe for the month of December only day behindI was told I would need to fax proof from my bank that the electronic check that CMS cashed accurately happened Even though I gave them the transaction ID, date and serial # I need them to apply my funds and remove me from foreclosure procedures