Carrington Mortgage Services LLC

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

Carrington Mortgage holds the mortgage on my house My house flooded back in JuneThe insurance company has been fantastic and paid out an adequate amount in a timely fashion
The check was made out to both my husband and I as well as Carrington MortgageThey are refusing to release the funds in spite of the fact that I have been paying my contractor out of pocketI have sent them everything my insurance company and adjusters have sent meI have sent requests for disbursement of funds from my contractor as well as the affidavit they requiredThey are still refusing to release the first payment to my contractorMy contractor does not want to continue work until he gets the payment he is due for mid way through the project
Carrington Mortgage Company is preventing me from repairing my house and I'm afraid I will need to contact an attorney to get the money my insurance company sent for the repair of my house

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

June 9, 2015*** ** *** ** *** ** *** *** ** *** RE: Loan No.: *** Primary Borrower: *** ** *** Co-Borrower: *** ** *** Property Address: *** *** *** *** *** *** ** *** Complaint I.DNo.: ***Dear Mr*** and
Mr***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the abovereferencedloan received in our office via email on May 19, CMS is committed toresponsible lending and servicing and we would like to address any concerns you may haveThefollowing is our response to the issue(s) raised in the inquiry.As you are aware, the servicing of this Federal Housing Administration ("FHA") insured loanwas transferred from *** *** ("***") to CMS on November 4, On November19, 2014, a Notice of Service Transfer ("Hello Letter") was issued to you that notified you of theservice transfer to CMSAt the time of the service transfer your loan was contractually currentand showing due for the December 1, mortgage payment.A review of our records found that on February 20, CMS received a request for CMS toprovide you with a payoff statementThat same day, CMS processed and issued the attachedpayoff statement providing $175,as the amount to pay the loan off in full good throughApril 1, 2015.On March 5, 2015, CMS received funds in the amount of $175,of which, $173,359.79was applied to satisfy the unpaid principal balance, $1,was applied to the interest due,$was applied to the recording fee, and the remaining $was placed in the escrowaccountYour escrow account balance after the application of the payoff proceeds was in theamount of $365.70.On March 10,2015, CMS disbursed $from your escrow account for the payment of yourmandatory monthly FHA Mortgage Insurance Premium ("MIP") which brought your escrowaccount balance to $On March 20, 2015, CMS issued an escrow refund to you in theamount of $which brought the escrow account balance to $On April 4, 2015,CMS disbursed the final monthly MIP in the amount of $to FHAYour escrow balanceafter this disbursement was brought to $72.90.On April 6, 2015, CMS spoke with you and notified you that CMS issued you an escrow refundin the amount of $on March 20, On April 21, 2015, CMS's Customer ServiceResearch Department received a written inquiry for your loanOn April 24, 2015, CMS issuedyou the attached response that notified you that CMS received an inquiry for your loanTheresponse also notified you that because the inquiry did not contain a signature, CMS would beunable to respond to you inquiry without being able to verify your signaturePlease be advisedthat CMS requires all inquiries to include a signature of a borrower to ensure that CMS does notrelease any non-public information to any unauthorized third party.On May 13, 2015, CMS issued a final escrow refund in the amount of $which broughtyour escrow account balance to $CMS is uncertain as to the reason you claim that CMSfailed to issue you a refund of your escrow account; however, in light of the above, it is clear thatCMS did in fact issue you the correct refund amount within the time required under applicablelaw.On May 15, 2015, you contacted CMS and explained that you had yet to receive the escrowrefund check that was sent to you on March 20, in the amount of $The CMSrepresentative explained that that once CMS was able to confirm that the refund check was notnegotiated, CMS would place a stop payment on the March 20, escrow refund check andre-issue a new escrow refund to youOn May 22, 2015, CMS placed a stop payment on theoriginal escrow refund check and re-issued you a new escrow refund check in the amount of$the same dayTo date, CMS has had no further telephone contact from you.In response to your concern that CMS may have improperly paid two MIP disbursements afteryour loan was paid off, please be advised that FHA MIP payments are paid in arrearsThe MIPpayment that was disbursed from your escrow account on March 10, was the payment forthe month of February The MIP payment that was disbursed from your escrow account onApril 4, was the payment for the month of March Although your loan was paid offon March 5, 2015, HUD still requires the full MIP to be paid which is why CMS properlydisbursed the final MIP payment in April 2015.In an effort to ensure that all MIP payments have been disbursed properly and to ensure that youhave not overpaid any MIP, CMS has reviewed HUD's MIP database and has confirmed thatthere have been no overpayments of the mandatory MIPFor your ease of reference, please findthe attached loan payment history along with the loan servicing system's payment codes anddefinitions for your review and recordThe payment history outlines each of your loanpayments, escrow deposits, and escrow disbursements transactions for the prior twenty-fourmonths.Lastly, regarding the alleged poor customer service and communication you received, aninvestigation concerning your allegations will be conducted by CMS and CMS will takewhatever action necessary in light of our findingsAgain, we sincerely apologize for anyinappropriate communication that may have occurred.Based on the foregoing, we believe the record is clear that CMS has properly disbursed themandatory MIP payments for your loan, and issued you the appropriate escrow refund amountwithin the timeframe required under applicable lawWhile CMS is unable to comment as towhy you may not have received the escrow refund check that was initially issued to you, CMSpromptly and properly issued you a replacement escrow refundIt is also clear that CMS alsoresponded to the inquiry received on April 24, Should you wish to further discuss anyaspect of the paid off loan, we encourage you to contact CMS 's Customer Service Department at*** *** for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at *** ***, Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely *** ***Customer AdvocateCC: Revdex.com

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

November 1, *** ** *** *** *** *** *** *** ** *** RE: Complaint I.DNo.: *** Loan
No.: *** and *** Property Address: *** *** ***, *** *** ** *** Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on October 10, 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 claim that you refinanced your loan with CMS in February 2016, but in April you went back to the title company that handled your refinance to sign new loan documents that reduced the interest rate to 3.75% with a payment amount of $704.71. In addition, you state that as of the date of this complaint the changes have not been completed on your loan, and you express concerns and dissatisfaction with CMS for not completing the agreed upon changes in a timely fashion Upon review, our records show that CMS approved a refinance of your USDA loan on or about December 16, 2015. This refinance included a loan amount of $108,565.00, with an interest rate of 3.875% fixed, and a term of (360) months. The loan closed on or about February 5, 2016, and the first payment was due on April 1, in the amount of $712.44, which includes a principal and interest payment of $510.51, and an escrow payment of $ Please note that the interest rate of 3.875% was the interest rate shown on your initial loan application, all the loan disclosure documents, and the final closing documents. Attached for your ease of reference is a copy of your loan application, Loan Estimate, Promissory Note, Mortgage, and Closing Disclosure After the loan closed, the file was forwarded to the CMS Post-closing Department for review and processing. It was during this review process that CMS identified that an inadvertent clerical error had occurred. More specifically, in the initial loan review process CMS had submitted the loan application to USDA with an interest rate of 3.875%. Subsequently, the USDA approved the loan, but adjusted the interest rate to 3.75%. This change was overlooked by the processer, and regrettably the loan was processed and closed with an interest rate of 3.875% instead of 3.75%. As you are aware, in April CMS contacted you and explained the USDA loan commitment, which indicated a rate of 3.75% for your loan, and the inadvertent clerical error that resulted in your loan closing with an interest rate of 3.875% instead of 3.75%. Additionally, CMS informed you that a loan modification would be completed to change the interest rate of this loan from 3.875% to 3.75%, and the principal and interest payment from $to $beginning April 1, 2016. Accordingly, on April 22, you signed this loan modification agreement. Attached for your ease of reference is a copy of the modification agreement Upon receipt of the executed loan modification agreement, CMS began the process to make the necessary changes to the loanIt is important to note that the process to make the necessary changes to the loan requires several intricate steps. Nevertheless, we acknowledge that CMS missed opportunities to process these changes in a more timely fashion, and we would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced in this matter, 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. As of the date of this correspondence, we can confirm that the changes have been finalized. These changes included payment reversals of your April 1, through November 1, paymentsAfter the payment reversals, these funds were held in your Unapplied account. Subsequently, the interest rate and principal and interest payment amount were adjusted in accordance with the modification agreement dated April 22, 2016. Thereafter, CMS reapplied the April 1, to November 1, payments from the Unapplied account at the new monthly payment amount of $704.71, which includes a principal and interest payment of $and an escrow payment of $201.93. Please note that each of these payments included an extra $7.73, which was applied to principal curtailment. Attached for your ease of reference is a payment history that shows payment transactions from February 12, to October 31, 2016. Additionally, CMS will send you an updated billing statement by separate mail that will show the correct interest rate of 3.75% and the new monthly payment amount of $704.71. We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** *** Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to *** -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at *** -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action "(As a result of our investigation we find no evidence of wrongdoing on CMS’s behalf. Nonetheless, solely as an expression of our commitment to the highest standards of customer satisfaction, CMS has agreed to correct and update any negative credit reporting for the months of July and August 2015. Please do allow for up to thirty (30) days for the credit bureaus to update and correct your credit report.)" and, if it does, will consider this complaint resolved My dilemma was I have never been delinquent or late with any payment until I became a customer of CMS This happened because I was never notified of any shortage of payment that was made No statement was ever received that showed my mortgage had gone up or the revised escrow statement so I continued to pay, ON TIME, what I believed to be the correct amount I have only been with CMS for 6th months before they destroyed my credit because I was never notified I will look for any and all negative credit reporting to be removed by CMS from my credit report and should all of it go away this complaint will be resolved Thanks to *** *** for finally reading and understanding my dilemma, especially from a couple that has never been delinquent or late with any payment in their credit history, and agreeing to restore our outstanding credit I look forward to this being corrected and will pay close attention to my credit report for the next to days to see all negative reporting by CMS is removed so this complaint can be resolved i'm still confused how a mortgage payment can go up over $dollars a month when property tax only went up $and property insurance only went up $ The only conclusion I can come to is PMI went way up I don't know if CMS is responsible for getting the company that provides PMI and their company is different than one *** ** *** used but something has created the huge increase in mortgage payment because between property tax and property insurance only going up $for the year, that does not compute with the over $dollar shortage in escrow that I now have since mortgage was sold to CMS by *** ** ***
Regards,
*** ***

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

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
Regards,
*** ***
My account from *** ** *** was transferred to CARRINGTON MORtGAGE ON APRIL 2,I made my April 1,before this transfereMy escrow account was in the correct status of monetary transfere of each monthMy Hazard insurance isn't payable until 03/and the taxes are due 1/The amount being charged by this company is clearly unnecessary and over extended to the customer.Yes I filed for bankrupsy protection but I have always been a excellent paying customer on all my accountsI just like most Americans who lost jobs due to the economy need to be treated fairly and justCARRINGTON Mortgage is A company that is not of good ethical practices.No company needs to maintain in anyone's escrow acctthis is unfairI was told By *** ** *** that they were selling the loan but everything would remain the same per my original closing with their company.So this company went and totally did the opposite

July 13, 2015*** ** *** *** *** *** ** *** RE: Loan No.: *** Borrower: *** ** *** Property Address: *** *** *** ***, *** ** *** Complaint No.: ***Dear Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint regarding the above-referenced loan received in our office via email onJune 26, CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may haveThe following is our response to the issue(s) raised in theinquiryAs you are aware, our Customer Advocacy Department originally received an inquiry from youvia the Revdex.com ("Revdex.com") on June 1, which raises the same issues as thiscomplaintAccordingly, the loan was researched and a response was sent to you by CMS with acopy to the Revdex.com on June 25,2015, a copy of which is included here for your ease of reference.Please note that while the June 25, complaint response provided you with fourteen pages ofsupporting loan documents, CMS is not attaching another copy of the pertinent documents in aneffort to avoid unnecessary duplication of efforts.After a thorough review of your most recent correspondence, CMS is unable to identify any newissues that have not been previously addressed in detail by CMS as your most correspondenceappears to be substantially similar, or even identical to correspondence previously addressed byCMS; accordingly, no further response from CMS is requiredMoreover, CMS will not respondto future correspondence raising substantially the same or identical claims.CMS would like to take this opportunity to reiterate that should you have any further questionsor concerns regarding the issues that you have previously raised and that CMS has responded toin the June 25, complaint response, we encourage you to contact CMS' Customer ServiceDepartment at *** ***.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, Eastern Time.Sincerely, *** ***Customer AdvocateCC: Revdex.com

March 25,2015 *** *** *** *** *** * ***
*** *** ** *** RE: Loan No.: *** Borrower: *** *** Property Address: *** *** *** *** *** ** *** Complaint I.DNo.: ***Dear Mrs***:The Customer Advocate Department of Carrington
Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com received in our office via emailon February 26, CMS is highly committed to responsible lending and servicing and wewould like to address any concerns you may haveThe following is our response to the issuesraised in your inquiry.At the outset, please note the servicing of this Federal Housing Administration ("FHA") insuredloan transferred from *** ** *** ("***") to CMS on or about August 1, Attachedfor your ease of reference is a copy of the August 12, Notice of Service Transfer ("HelloLetter") sent to you by CMS.As we understand your most recent correspondence, you question why CMS shows it isservicing the above referenced loan after you completed a Deed in Lieu of Foreclosure ("OIL")with the prior loan servicer, *** ** *** ("***")In addition, you avert that CMS issending you Notices regarding this debt and reporting derogatory information to the CreditBureaus.On January 6, 2015, you contacted CMS and informed us that you did a DIL two years ago.Upon our investigation, CMS was able to confirm that there was a Warranty Deed in Lieurecorded on January 7, Due to an inadvertent clerical error, CMS was not notified by theprior loan servicer that you surrendered the propertyAccordingly, CMS continued its normalservicing practicesPlease be advised that CMS has taken the necessary actions to immediatelystop these Notices as well as contacted the Credit Bureaus to remove all derogatory informationon your credit report.While CMS sincerely apologizes for any inconvenience you may have experienced due to CMSissuing these Notices, CMS ensures you that you will no longer receive such NoticesIt isimportant to note that you no longer have a vested ownership interest in the property and CMSwill appropriately continue to maintain a loan servicing file throughout the finalization of theloan servicing process.We would like to thank you for bringing this matter to our attention, and ask that you accept oursincerest apologies for any inconvenience this clerical error may have caused youFor your easeof reference each of these CRA can be contacted as follows.*** *** ***
*** *** *** *** *** ***
*** *** *** *** *** *** *** *** ***
*** ** *** *** ** *** *** ** ***We trust that we have completely addressed your concernsCarrington Mortgage Services, LLCis committed to customer satisfactionWe can be reached at *** ** *** Monday throughFriday, 8:00AM to 5:PM, Pacific Time.Sincerely,*** *** CC: Revdex.com

Carrington mortgage started charging a dollar " convenience fee " to pay online with one time payments they didn't notify the clients this is just another way to steal money from there captive audience that has mortgage with them I always payed online until now why do you have to pay for the " convenience fee" to pay my bill payment when no person touches the money online
this is a money grab

Customer review rating is 98% negative is why you get an A+ on Revdex.com ? My loan was acquired from BOA all my personal info was shared including my ssn but my auto pay was stopped and was told I needed to restart it They can share my ssn but not transfer my auto pay I asked person on phone if he could share his ssn with me he said no I say now you know how I feel

My mortgage was with SLS, Inc and in August I received a letter stating that my new mortgage company was CarringtonAt this time, we were in Bankruptcy and when I called them they informed that since were in Bankruptcy that they could not talk with me, cause of the bankruptcyI am trying to make payments with this new company and they would not take y paymentsNow every time I would call I would write down the person name and extand the department they were with
So, when I would the next time I would tell the new person that I spoke with this person on this date and Nothing was noted
So now I am out of Bankruptcy and trying to make a payment and get the payments up to date, the last call when was trying to make a payment, I was told that I should have received a letter in the mail, which I had not, I ask what was the date on the letter and was informed that it was dated the day before of my callI asked what they letter said and it said that if I did not pay them by 12/that my home would go into foreclosureCarrington is not a copy that willing to work with anyone, I wanted to make a payment t, but told not to until I had all the money at that timeI wanted to make a payment and then in weeks make another payment, please keep in and I was only months behindThis is the WORST Mortgage company n the worldHey d not care about anyone, but them self, it seems to me that this company wants to see how may homes they can put into FORECLOSURE and possible make a profit off itMy next step is to see an attorney and see if they can help meI want to keep my home, but I DO NOT WANT THESE PEOPLE AS MY MORTGAGE COMPANY they are the WORST

Was able to deliver as promisedGreat program

August 6,
*** *** *** ***
** *** *** *** *** ** ***
RE: Loan No.: ***
Primary Borrower: *** ***
Co-Borrower: *** ***
Property Address: ** *** *** *** *** ** ***
Complaint I.DNo.: ***
Dear Mr
*** and Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 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 the inquiry
As you are aware, the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from *** ** *** *** (“***”) to CMS on April 2, On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSAt the time of the service transfer your loan was contractually current and showing due for the April 1, mortgage payment in the amount of $2,
A review of our records found that CMS received your April 1, mortgage payment in the amount of $2,on April 20, On May 5, 2015, CMS disbursed $from your escrow account, which was paid to the U.SDepartment of Housing and Urban Development (“HUD”) for the April mandatory FHA Mortgage Insurance Premium (“MIP”) paymentPlease be advised that FHA MIP payments are paid in arrears, which means that the FHA MIP payment is paid after the month in which the MIP payment became due, typically on the fifth day of the following month
On May 11, 2015, CMS received and applied your May 1, mortgage payment in the amount of $2,After the application of this payment, your loan was showing due for the June 1, mortgage payment with an escrow account balance in the amount of $1,
On May 14, 2015, CMS issued you the attached payoff statement providing $222,as the amount to pay your loan off in full on or before June 1, On June 1, 2015, CMS received payoff proceeds in the amount of $222,That day, CMS applied $221,to satisfy the unpaid principal balance, $1,was applied to the interest due, and the remaining $was applied to a recording feeAfter the application of the payoff proceeds, your escrow account balance remained in the amount of $1,
On June 5, 2015, CMS disbursed $from your escrow account to HUD for the payment of the May FHA MIP paymentOn June 16, 2015, CMS completed the reconciliation of your loan and issued you an escrow refund in the amount of $1,469.12, which left your escrow account balance in the amount of $The $was withheld from your escrow refund as CMS was required to pay the June MIP payment on or about July 5, On July 4, 2015, CMS disbursed the remaining $to HUD for the June MIP payment which left your escrow account with a balance of $Attached for your ease of reference is a copy of your loan payment history as well as a copy of the loan servicing system payment codes and definitions
Notwithstanding the above, upon receiving your inquiry, CMS has completed a thorough review of your loan and is able to confirm that while your FHA case number should have been terminated on June 1, 2015, CMS is able to confirm that your FHA case number was terminated on May 28, Because your FHA case was terminated prior to June 1, 2015, CMS has taken the appropriate steps to request a refund of your final MIP payment from HUDOn July 23, 2015, CMS has submitted a request to HUD to refund your account an amount of $
Please be advised that it can take approximately sixty days for HUD to approve such MIP refund requestIf HUD should approve CMS’s MIP refund request, it can take up to an additional twenty-one business days for CMS to receive any refund that may be due to youIt is important to note that should HUD determine that your FHA case number should have been terminated in June 2015, and decline to approve such refund of the MIP payment, no further escrow refund will be due to you; however, should CMS receive any MIP refund from HUD, CMS will promptly issue such refund to you
Based on the foregoing, we believe the record is clear that CMS has accounted for all payments received from you and that CMS has properly and promptly issued you the correct escrow refund in the amount of $1,on June 16, Should you wish to further discuss any aspect of your satisfied loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com
-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
-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
-MINI MIRAND**
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 ***housing-counselor
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***

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!

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
Regards,
*** *** *** I have reviewed your responseThe reason we started making payments via a third party and not your web site is because there was no way to set up automatic paymentsWe would have to to your web site each month and pay the sameSo we set up auto payments with Paytrust with the amount owingSince we did not receive the escrow shortage notice or any other correspondence we had no idea the payment changedAlso I have attached the latest *** credit report that you sent me and it shows days late for January as wellI have attached the report you sent me showing the mortgage payment was received and processed on the 12th of January I think in light of this inaccurate reporting, lack of notices and not even a phone call regarding the account status , you need to make this rightPlease contact the credit bureaus and correct the inaccurate reporting.Best,***

October 12,
*** ***
F/K/A/ *** ** ***
*** *** *** ***
*** ** ***
RE: Loan No.: ***
Primary Borrower: *** ** ***
Co-Borrower: *** ** ***
Property Address: *** *** *** ***, *** ** ***
Complaint I.D
No.: ***
Dear Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on September 19, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As we understand your complaint, you state that after the property suffered a claimable loss you contacted your insurance company to file a claim; however, were notified that the claim would not be covered because your policy premium was not paid by CMSYou express dissatisfaction that for two months you did not receive answers from CMS as to why your hazard insurance premium was not paidYour complaint goes on to state that your insurance company cancelled that policy for non-payment and will no longer insure the property causing you to purchase a new policy with a new insurance company for an increased annual cost of $You are dissatisfied with the communication you have received from CMS and note that CMS has since acknowledged the error and has agreed to cover the cost of the needed repairs
Your complaint continues on to communicate dissatisfaction with the insurance claim adjustor because you did not receive a call within three days as he indicated and because the adjustor went to the property unannounced while you were at workYou further state that the adjuster has since revisited the property and that the insurance claim continues to be in process at this timeYou are requesting CMS to compensate you for your time and for the stress you have experienced, to pay you for the additional cost of future insurance premiums over the life of the loan, as well as to reimburse you for the amounts you have paid to CMS which were to be used to pay your insurance premium in December
At the outset, please note that a review of our records found that you filed for protection under a Chapter Bankruptcy, case number *** on November 26, On March 5, the courts granted your request to discharge all secured and unsecured debts listed on your original petitionAs you did not reaffirm the mortgage debt prior to obtaining the discharge, you were no longer personally liable to repay the discharged mortgage debt; however, the discharge did not extinguish the lien on the subject propertyBecause you have obtained a discharge in bankruptcy proceeding without reaffirming your mortgage loan debt, nothing in this letter shall be construed as an attempt by CMS to impose or revive your personal liability under the Note and Deed of Trust/Mortgage, nor is it an attempt to collect, recover, or offset any such debt as your personal liability under the Note and Deed of Trust/Mortgage
As you know, the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from *** ** *** *** (“***”) to CMS on April 2, On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSAt the time of the service transfer, your loan was contractually in default and showing due for the March 1, mortgage payment in the amount of $1,That payment was made up of principal and interest in the amount of $and a monthly escrow collection in the amount of $
It is important to note that FHA guidelines require borrowers to maintain an escrow account for the monthly payment of future hazard insurance premiums and property taxes that become dueBorrowers have the option to select an insurance provider of their choice and CMS encourages borrowers to shop insurance providers to secure a policy that provides the greatest benefit in return for the lowest premium amountIt is the responsibility of the loan servicer to disburse funds from the borrower’s escrow account for timely payments of escrowed items
Shortly after the service transfer, CMS’s Insurance Vendor, *** *** *** (“***”) confirmed that your property was insured with *** *** *** * *** *** *** (“*** ***”) with an effective policy period from December 15, to December 15, Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transferIn compliance with the RESPA escrow analysis requirement, CMS completed an initial escrow analysis for your loan and issued the attached escrow analysis notification to you on June 2,
The June 2, escrow analysis projected total annual escrow disbursements in the amount of $2,443.20, which included a hazard insurance premium in the amount of $475.00, property taxes in the amount of $1,and a FHA Mortgage Insurance Premium (“MIP”) in the amount of $This escrow analysis resulted in a new mortgage payment in the amount of $1,effective with the August 1, mortgage payment
On October 23, 2015, CMS completed a new escrow analysis for your loan to fall in line with the *** annual escrow analysis cycle and issued you the attached escrow analysis notificationThe October 23, escrow analysis projected total annual escrow disbursements in the amount of $2,Although the projected annual hazard insurance premium remained in the amount of $and your FHA MIP remained in the amount of $808.20, the amount of your projected property taxes increased from $1,to $1,
Based upon the projected disbursement dates and amounts as well as the amount of your escrow balance at that time, CMS determined that your escrow account balance would be $in March Because an escrow cushion is not required for your account, CMS issued an escrow refund to you in the amount of $that same dayThe escrow analysis resulted in a new mortgage payment in the amount of $1,effective with the December 1, mortgage payment
On November 17, 2015, *** received a renewal policy covering the period from December 15, to December 15, from your insurance companyThe information that was provided to *** at that time did not provide the amount of the policy premium which prevented CMS from disbursing the renewal policy premium from your escrow account*** updated the renewal policy information within the system of record; however, because the policy premium amount was not provided to ***, a renewal policy premium was not disbursed nor was the renewal policy premium amount updated within the system of record
Over the following weeks, *** made efforts to contact your insurance company to secure the amount of the renewal policy premium dueOn November 30, 2015, CMS received a renewal invoice from *** *** showing a policy premium due in the amount of $CMS is able to confirm that due to an inadvertent clerical error, the renewal policy premium was not properly updated within the system of record causing CMS not to disburse payment to *** *** for the renewal policy timely, which eventually led to a cancelation of that policyCMS would like to take this opportunity to sincerely apologize to you for any inconvenience you experienced due to the unintentional clerical error that led to the cancelation of that insurance policy
On July 25, 2016, *** received a call from you wherein you explained that you received a letter from *** *** notifying you that your hazard insurance policy was cancelled due to nonpaymentDuring that call, you inquired as to the reason your policy payment was not paid when it was dueBecause the *** representative was unable to provide you with the specific reasons that the premium was not paid, a request was made to ***’s Research Department to further investigate the concerns you raisedDuring this telephone conversation, you explained that the property suffered water damage because the washing machine discharge hose dislodged from the drainage pipe in the wallYou explained that you would be purchasing a new insurance policy shortly
After speaking with you, *** began researching the loan and in the course of completing the necessary research, corrections were made to the system of record to reflect that the renewal policy with *** *** was cancelled due to non-payment of the premiumPlease be advised that in an effort to rectify the situation, *** advanced its own funds to pay for a Lender Placed Insurance (“LPI”) policy through American Modern Home Company (“*** ***”)The LPI policy retroactively insured the property from December 15, to August 26, for a total premium amount in the amount of $1,Again, this amount was paid by *** on your behalf, but not at your expense
On or about August 4, 2016, *** filed an insurance claim with *** *** with the date of loss being July 24, That day, ***’s Customer Service Department spoke with you and notified you that an insurance claim was filed and that the claim was being reviewed by an insurance examinerYou requested an estimated time frame as to how long it could take the examiner to review the claimBecause the time it takes to review a claim can greatly vary depending on the specific claim filed, the *** representative was unable to provide you with the information you requested at that time
CMS sincerely apologizes if you are dissatisfied with the amount of time it took CMS to provide you with an explanation as to why your renewal policy was not paid by CMS in December While we feel it is necessary to clarify that CMS and *** both promptly acknowledged that the insurance premium was not paid when the issue was brought to their attention, obtaining the details regarding the reason behind the unintentional clerical error took longer than intended as occurrences of this nature are extremely uncommon and can require an extensive amount of research and involvement between a number of business units, including CMS’s Escrow and Customer Service Departments as well as ***’s Customer Service, Insurance Research, and Operation Loss Departments
On August 11, 2016, *** attempted to contact you to provide you with the status of the claim and to request you to provide evidence that your property was insuredRegretfully, you did not answer that telephone call so *** left a message asking you to return the callOn August 18, 2016, you contacted *** and were provided with an update of the insurance claim processDuring this phone conversation, the *** representative questioned whether you had secured a new hazard insurance policy yetYou replied that you purchased a new policy and that you would send Evidence of Insurance (“EOI”) to *** shortly thereafter
On August 20, 2016, *** received the requested EOI showing your new hazard insurance coverage with *** *** *** (“***”) covering the period from August 23, to August 23, with an annual premium amount of $1,*** updated the policy information within the system of record and requested CMS to pay the premium dueOn August 26, 2016, CMS promptly disbursed the policy premium to ***On September 4, 2016, CMS issued the attached letter to you notifying you that an escrow refund in the amount of $was in process of being applied to your loan
Please be advised that the escrow refund of $resulted from a refund of the premium for the LPI policy that was purchased by ***Nevertheless, the refund was applied to your loan even though you did not pay the LPI policy premiumPlease be advised that although the letter that was sent to you on August 26, indicated that a premium in the amount of $1,was charged to you, that premium payment was paid by *** on your behalf but not at your expense during the ordinary course of processing the insurance claim
CMS understands that you are dissatisfied that the insurance adjuster with *** *** may not have contacted you within three daysPlease be advised that CMS does not have access to *** ***’s records and therefore, CMS is unable to comment on behalf of *** ***In your complaint, you also indicate that you may have now met with the insurance claim adjustor and that the insurance claim process is moving forwardNevertheless, we encourage you to contact *** *** for any questions or concerns that you may have with *** ***’s processing of your insurance claim
In your complaint you also suggest that the issue at hand has caused your annual hazard insurance premium to increase by approximately $and you specifically allege that the cancelation of your hazard insurance policy with *** *** was the reason your hazard insurance premium has increasedPlease be advised that CMS is unable to find any evidence to support your claimWhile CMS does not dispute that you have purchased a more costly hazard insurance policy, there are a number of factors that can cause an insurance policy premium to increase
Such factors can include but are not limited to the variance of the estimated replacement cost of the dwelling between insurance companies and the insured dates, the amount of the deductible, your credit standing, types and breeds of any pets you may have that may not have been owned/considered in connection with your prior policy, any exercise or recreation equipment (such as a trampoline or pool) that may not have been owned/considered in connection with your prior policy, as well as the frequency or amount of claims that may have been filedBecause we have no evidence to support your claim that the increase in premium relates solely to the prior policy cancelation and because such an increase may depend on a variety of factors beyond CMS’s control, CMS respectfully declines your request to pay for increases in your hazard insurance premium going forward and encourages you to shop insurance companies to secure a policy that meets your needs, including your desire for lower premiumsIf you decide to change insurance companies, please ensure that EOI is promptly sent to CMS
In response to your request for CMS to reimburse you for the amounts you have paid to CMS which were collected to pay your insurance premium in December 2015, please be advised that CMS will perform a new analysis of your escrow account in October along with the *** annual escrow analysis cycleCMS will take all factors into consideration when completing the escrow analysis and will issue the any escrow refund due to you should your loan meet the necessary criteria to do so (including the requirement that your loan be in a current status at the time any possible refund may be identified)As of the date of this letter, your loan is contractually current and showing due for the October 1, mortgage payment
Finally, 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
Based on the foregoing, we believe the record is clear that once CMS and/or *** identified that your insurance premium was unpaid and that the property suffered a claimable loss, CMS and/or *** took the necessary actions to purchase an insurance policy to cover the property loss and filed an insurance claim on your behalfAgain, CMS sincerely apologizes to you for any inconvenience you may have experienced due to the clerical error and we sincerely thank you for allowing CMS the opportunity to take the appropriate corrective actionsShould you have any further questions or concerns relating to CMS or ***’s involvement with the ongoing insurance claim process, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-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 https://carringtonms.com/
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

I have tried several times to fix this problem, but they are counting on my paying late fees every monthPrior to this company, I had not been late in paying my mortgage in YEARS! Now; I am still trying to make this month's paymentI have tried to make the payment over the internet and it rejects my passwordWhen I fix this, I have gone into the site and it rejects my paymentI spoke to supervisors on top of other repsand they too refused to take my payment over the phone so that I could be over and done with thisThey instead want to charge me for paying over the phoneEVEN though it's their faultThey refuse to acknowledge their mistake; instead, they tell me over the phone that THEY are able to go into the site and log in and that it will accept the paymentI am so frustrated with them; they are really, really badI'm trying to refinance so that I can get away from themMy payment went up $$ for no reason at all and now thisPlease help me, I truly don't want