Carrington Mortgage Services LLC

My mortgage was purchased from *** ** *** on 12/02/ I did not receive a mortgage statement until 12/23/In order to have my bank (***) online bill paying system set up I needed to do it immediatelyThe Bank sends a check to Carrington and I must allow time for transitThe payment account was established with a 12/30/payment date (received by Carrington)It is now 01/04/- no application pf paymentI called customer service and got a runaround from the representativeI plan to refinance this loan & get rid of Carrington

May 21,2015Original Sent Via First Class Mail*** *** *** *** *** ** *** * * *** RE: Loan No: *** Property Address: *** *** *** **, *** ** *** Complaint I.DNo.: ***Dear Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your rebuttal filed with the Revdex.com received in our office via email onMay 8, 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 theinquiry.We regret that you were dissatisfied with our original response to your complaintCMS iscommitted to the highest standards of customer satisfaction and professionalismFor this reason,we work very hard to provide exceptional training to our associates and we take all legitimatecomplaints regarding the conduct of our business very seriouslyAlthough we understand youare not pleased with the outcome, your complaint was investigated fairly and we believe it wasresolved appropriately.Upon receipt of your rebuttal, we reviewed your original complaint again, as well as the responsewe provided on April 3, Your rebuttal raises several issues that were not raised in theoriginal complaintIn your original complaint, you contended that you were pursuing a loanmodification with CMS but had not received a decision on your applicationAs a result, youexpressed frustration with the loan modification processThough you pointed to aspects of yourloan modification review process which you were dissatisfied with, at no time did you request acomplete investigation as you assert in your rebuttalAdditionally, you made no mention of arequest for a name change in your original complaintAs a result, these issues were notaddressedWe maintain that our response to your original complaint addressed the issues raisedtherein.Further, CMS advised you in the last response that you were approved for a VA Trial PeriodPlan ("TPP")On April 1, 2015, CMS sent the VA Trial Period Plan Agreement ("TPPAgreement") which explains the terms and conditions of your TPPWe also included a copy ofthe Agreement in our April 3, response to your original complaintWe indicated that theTPP Agreement must be returned and fully executed by May 1, I Our records show that theTPP Agreement was received on May 19, On or about May 20, 2015, CMS received aletter from you requesting a due date change for your TPP from May 1, to June 1, 2015.Unfortunately, we are not able to change the start date of your TPPPlease be advised that yourTPP is due for May 1, payment.In regards to your name change, CMS was unable to locate any written request for a namechange in any of its recordsHowever, after further investigation, we were able to locate theattached divorce decree dated in the prior servicer documentsIn order for us to changeyour name, please submit a complete package with the following documents: a copy of thedivorce decree, a copy of your social security card and a copy of your driver's license reflectingyour name changePlease send the documents to CMS, Attn: Customer Service, *** *** *** ** *** in the next ten (10) daysProviding that your name matches on all thedocuments, we will gladly update our system.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 5:00PM, Pacific Time.Sincerely, *** ***CC: Revdex.com

I have spoken to Carrington Mortgage Services and their employees multiple times to get my account information squared away I was told back in Jan, when Carrington called me, that my payment for my mortgage would be caught up and taking care of I was also told that late payments fees and all other fees would be waivedFor that agreement, I went ahead and set up the ACH payment with confidence that Carrington would honor per our verbal agreement
I called in last Friday, March 9th to inquire about my fees that were attached to my mortgage statement to include the fees that were supposed to be waived During that call, I was placed on hold for minutesThe rep was rude and dismissed my questions that I was askingI eventually hung up because the rep refused to take me off of hold
I called back in today, March 12th to inquire information again I was told that the Rep who took my call in Jan was wrong for saying me that my fees would have been waived I was told multipl

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.Of course Carrington Mortgage will never acknowledge that one of there employees made a huge mistake and lied to a customer. They have no idea what they are doing. My debt to income was never an issue. We were fully approved through a real company and was told by our current mortgage broker that they had no idea what they were doing and we were denied because of errors that they made and are now trying to cover up. We were told from the start our down payment was the standard 3.5%. Even after I told them were are currently living in the house we are purchasing from my grandmother. This is considered a Non- ARM Lengths transaction and would have required 15% down. They are clueless. My other issue was not addressed. I was promised by *** *** that *** *** was fired. *** fully acknowledged that *** from the start had no idea what he was doing and completely screwed up all of our paperwork, an acknowledgement by his own supervisor. Was he really fired or was that just another lie told???
Regards,*** ***

In October 2016, I phoned Carrington Mortgage to request the closure of my escrow account I never received a response from Carrington, so on November 1,2016, I phoned Carrington Mortgage and spoke with *** *** and requested once again that my escrow account be terminated During the conversation, I was told that I still had to pay the regular payment of $ The November payment was made in the amount of $ A few days after my payment was posted, I received a statement from Carrington Mortgage stateing that my November payment was $ After receiving the statement, I phone Carrington Mortage and requested that the overage difference of the $be mailed to me, and I was told that it would take business daysI never received the overage refund, so I phoned them again on November 21, and spoke with *** *** *** stated that I would need to send in a copy of the front and back of the check payment to ensure that the payment cleare

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
Several months back I was charged with a $charge for home inspection even though I had never missed a payment or been lateI had to get your team (Revdex.com) involvedOnce again I am having the same issue where I was charged $for a home inspection even after I spoke with an Agent about a letter I received back in Oct where I was being asked if my property had any damages as a result of hurricane Matthews...my response was no damage were access on my propertyI contacted Carrington Mortgage and they are refusing to issue the credit for this chargeThis is not good practice that I have to take time from my day to keep on calling them to get this matter resolvedPlease assist me in getting this issue resolved.Regards,
*** ***

Company does not allow additional Principal payments in excess of one monthly payment on websiteThis is a direct violation of my original loan agreement set forth prior to sale of my mortgageThe new company has to provide all services of the original loan agreementThey also allow to only make one payment a month, which limits the amount of principal you can send, which violates no penalty for paying off earlyThey limit these so they can collect more interest! The mortgage company has to allow you to make additional principal payment, at any amount, at any time!!! (either by mail, by website(online bill pay) or by phone)

My wife and I financed our home through Carrington in November of We recently did credit checks on ourselves only to find that Carrington did hard pulls on our credit without our consent or authorization timesThey did total hard pulls, only one of which we authorized (when we did our loan.) I called Carrington and asked why these were on my credit, and they said they wanted to see if they could "get me a better deal" and that they do not need my permission to pull my credit, and can do it whenever they want and however often they wantNaturally we immediately refinanced our home with a different company as soon as we found out how Carrington does businessWe disputed the unauthorized hard pulls with all bureaus, however Carrington refused to remove them

August 19,
*** ** ***
*** ** ***
*** *** *** *** ** ***
RE: Loan No.: ***
Primary Borrower: *** ** ***
Co-Borrower: *** ** ***
Property Address: *** *** *** *** ** ***
Complaint I.DNo.: ***
Dear
Mrand Ms***:
The *** *** 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 29, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As we understand the complaint, after the servicing of your loan was transferred to CMS, Lender Placed Insurance (“LPI”) was purchased for your loan which caused your mortgage payments to increaseOver the following two months you worked to provide information to CMS and eventually CMS refunded your loan for the LPIYou state that you were told to pay the new insurance premium for the months of June and July and you would receive a refund for any difference dueYou received an updated escrow analysis from CMS which included an escrow shortage collection and are dissatisfied with the level of customer service you received from CMS
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 $1,
A review of our records found that your loan was acquired with your next hazard insurance premium showing due to Travelers Insurance (“Travelers”) on May 11, On April 16, 2015, CMS’s Insurance Vendor, *** *** *** *** (“***”), contacted Travelers and the insurance agent notified *** that your hazard insurance policy was cancelled on May 29, The Travelers representative explained that a copy of the cancelation notice would be sent to CMS shortly after the phone call was concludedThat same day, *** received the attached Notice of Cancelation from TravelersBecause CMS received information confirming that your hazard insurance was cancelled effective on May 29, 2014, CMS began issuing you notices requesting you to provide Evidence of Insurance (EOI”) to CMS
On April 18, 2015, CMS issued you the attached notice informing you that CMS’s records showed that your hazard insurance was cancelledBecause you are required to maintain hazard insurance coverage for your property at all times, CMS informed you that CMS planned on purchasing LPI on your behalf ant at your expense if CMS was not in receipt of EOIThis notice requested that you immediately provide CMS with EOIThis notice also informed you that a LPI policy is generally more expensive than the cost of a policy that you may be able to obtain with a preferred insurance provider, mainly because the LPI policy would insure the lender, even in the event that the property suffered a claimable loss during a lapse period in coverage datesIn addition LPI only insures the lender’s interest and does not insure any of the borrower’s personal belongings
Because CMS was not in receipt of the requested EOI, CMS issued you the attached Second and Final Notice to Provide Insurance InformationThis second notice reminded you that CMS was not in receipt of EOI for the period beginning on May 29, and requested that you immediately provide CMS with EOIThis notice again informed you that if CMS was not in receipt of the requested EOI, CMS would purchase LPI on your behalf and at your expenseYou were also notified that the estimated cost of the LPI would be in the amount of $1,annually ($monthly as $1,divided by equals $90.00)
Also on May 20, 2015, CMS completed an initial escrow analysis for your loan and issued you the attached escrow analysisThe escrow analysis projected total annual escrow disbursements in the amount of $2,252.00, which included a hazard insurance premium in the amount of $and property taxes in the amount of $1,Real Estate Settlement Procedures Act (“RESPA”) guidelines limit the amount of funds a loan servicer may require a borrower to hold in an escrow account, commonly known as an escrow cushionAlthough RESPA does not require the lender to maintain a cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account
Because the total annual escrow disbursements for your loan were projected to be $2,252.00, your escrow account was required to have a minimum of $at all times ($2,divided by equals $375.32)Based upon the projected disbursement date of your annual hazard insurance premium and the projected date that your property taxes would be disbursed, CMS determined that your escrow account would have a deficit of $in November Because you are required to have $in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $at that time ($plus $equals $863.21)
In order to prevent any undue hardship, CMS spread the escrow shortage of $over a period of twelve months which resulted in an increase to your monthly mortgage payment from $1,to $1,effective with the July 1, mortgage paymentFor your ease of reference, a breakdown of the July 1, mortgage payment is outlined below
Principal and Interest: $ 1,
Base Escrow Collection: $ ($2,divided by 12)
Monthly Escrow Shortage: $ ($divided by 12)
July 1, Payment $ 1,
Because CMS was not in receipt of the requested EOI for the period beginning on May 29, 2014, CMS purchased a LPI policy in the amount of $1,on your behalf and at your expense on June 4, This escrow disbursement covered the period beginning on May 29, through May 29, On June 7, 2015, CMS issued you the attached notice informing you that CMS purchased LPI on your behalfThis notice also provided you with a copy of your LPI policyOn June 8, 2015, CMS disbursed $from your escrow account for the payment of the first monthly installment of the LPI
Later that same day, CMS received the attached EOI showing that you secured hazard insurance coverage from *** *** (“***”) for the period beginning on May 11, to May 11, with an annual premium in the amount of $CMS would like to point out that this EOI provided an annual premium which was greater than the prior insurance premium amount of $On June 11, 2015, CMS refunded your escrow account $and issued you the attached letter notifying you that your escrow account was refunded for all LPI premiums disbursed in connection with the LPI policy covering the period from May 29, to May 29, On June 12, 2015, CMS disbursed the payment for your preferred hazard insurance premium to *** in the amount of $Please note that CMS was not yet in receipt of your EOI for the period beginning on May 29, to May 11,
On June 22, 2015, CMS completed a new escrow analysis for your loan as your preferred insurance policy was received and disbursed from your escrow accountThis escrow analysis projected for the payment of your increased preferred insurance premium in the amount of $and property taxes in the amount of $1,for total annual disbursements in the amount of $2,The escrow analysis determined that your escrow account would contain an escrow shortage in the amount of $1,which was spread over a period of twelve months and resulted in an increase to your mortgage payment effective with the August 1, mortgage paymentFor your ease of reference, a breakdown of the August 1, mortgage payment is outlined below
Principal and Interest: $ 1,
Base Escrow Collection: $ ($2,divided by 12)
Monthly Escrow Shortage: $ ($1,divided by 12)
August 1, Payment $ 1,
The very next day, CMS finally received the EOI that CMS originally requested from you on April 18, that covered the period beginning on May 11, to May 11, CMS then began the necessary actions to refund your escrow account for the LPI disbursement in the amount of $1,CMS is able to confirm that on July 2, 2015, the full LPI refund was applied to your escrow accountOn July 6, 2015, CMS received funds in the amount of $1,which were applied to the July 1, mortgage payment the same day
On July 14, 2015, CMS completed a new escrow analysis for your loan and issued you the attached escrow analysisThe escrow analysis projected total annual escrow disbursements in the amount of $2,360.00, which included a hazard insurance premium in the amount of $and property taxes in the amount of $1,Because the total annual escrow disbursements for your loan were projected to be $2,360.00, your escrow account was required to have a minimum of $at all times ($2,divided by equals $393.32)
Based upon the projected disbursement date of your escrowed items, CMS determined that your escrow account would have a low point balance of $in November Because you are required to have $in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $at that time ($minus $equals $207.28)CMS spread the escrow shortage of $over a period of twelve months which resulted in a reduction of your monthly mortgage payment from $1,to $1,effective with the August 1, mortgage paymentFor your ease of reference, a breakdown of the August 1, mortgage payment is outlined below
Principal and Interest: $ 1,
Base Escrow Collection: $ ($2,divided by 12)
Monthly Escrow Shortage: $ ($divided by 12)
August 1, Payment $ 1,
CMS is able to confirm that on August 3, 2015, CMS received funds in the amount of $1,These funds were applied to the August 1, mortgage payment in the amount of $1,and the remaining $was applied to your principal balanceAs of the date of this letter, your loan remains contractually current and showing due for the September 1, mortgage payment in the amount of $1,Attached for your ease of reference is a copy of your loan payment history as well as the loan servicing system payment codes and definitions
In response to your dissatisfaction with the level of customer service that you received from CMS, CMS has reviewed the loan in detail and is unable to locate any evidence that your phone calls were mishandled in any wayWhile CMS sincerely regrets that supervisors were unavailable to take your calls at the exact moments that you requested to speak to a supervisor, each CMS representative transferred your call to a CMS supervisor’s voicemail upon your requestWhile you chose not to leave a message so that a CMS supervisor could return your phone call, CMS respectfully submits that should you have left a message for a CMS supervisor, that your call your call would have been returned by a CMS supervisor within a reasonable timeframe
Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan based upon the information CMS received at the time of the service transferIt is also clear that you were notified on multiple occasions that CMS was not in receipt of your EOI for the period from May 29, through May 29, and although CMS requested such documentation from you and provided you with the consequences if you failed to provide such information to CMS, CMS was not in receipt of the requested EOI which resulted in CMS purchasing LPI on your behalfShould you wish to further discuss any aspect of your 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,
*** ***
*** ***
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 ***
-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 the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
TENNESSEE:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance

I am seeking recovery of penalties and fees for improper posting of a payment(May mortgage payment)
The "defendant" received payment on time but posted it to an escrow account because it was not a full paymentHowever, the "defendant" failed to advise the "complainant" that there was an increase in the amount of the payment dueThe monthly invoice did not reflect an increaseSubsequently the "defendant" is charging late fees and penaltiesThe difference between the payment received by them and the increase I had to send was $The "defendant" is now whole, but the complainant is out the fees and penalties and possible reporting of the "late" payment to the credit bureaus This is the third incident of this sort I have had which has involved them posting a payment incorrectly and then sending me a Dunning letter demanding immediate payment or foreclosureNot only are their accounting practices questionable but their customer service is abhorrent

Response attachedDear Ms*** and Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a rebuttal complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 26,
CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry.As we understand the complaint, you state that you have experienced difficulty with CMS providing a payoff statement to a third party lenderYou also stated that the CMS online website states that payoff statements are provide within seventy two (72) hours, but you are dissatisfied that the payoff statement was not provided within this timeframeFurther, you allege that because CMS failed to provide the payoff statement promptly your “rate lock” period expiredFinally you claim that CMS added “ghost” property inspection fees to your loan.On May 15, and June 17, 2015, CMS ordered a property inspection to determine whether the property was vacant and in an effort to protect the security interest in the propertyA copy of the property inspection invoice is attached for your ease of referenceAt the time this property inspection was ordered, you had failed to perform the covenants and agreements contained in your Security Instrument as your loan was in default for the April 1, mortgage payment.CMS conducts property inspections under such circumstances to ensure that the value of the collateral is being preservedBecause this property inspection was lawful as outlined within Section 9, Protection of Lender's Interest in the Property and Rights Under this Security Instrument of the attached Security Instrument, CMS respectfully declines your request to waive the $property inspection feeThe pertinent information is outlined below for your ease of referenceProtection of Lender's Interest in the Property and Rights Under this Security InstrumentIf (a) Borrower fails to perform the covenants and agreements contained in this Security Instrument, (b) there is a legal proceeding that might significantly affect Lender's interest in the Property and/or rights under this Security Instrument (such as a proceeding in bankruptcy, probate, for condemnation or forfeiture, for enforcement of a lien which may attain priority over this Security Instrument or to enforce laws or regulations), or (c) Borrower has abandoned the Property, then Lender may do and pay for whatever is reasonable or appropriate to protect Lender's interest in the Property and rights under this Security Instrument, including protecting and/or assessing the value of the Property, and securing and/or repairing the PropertyLender's actions can include, but are not limited to: (a) paying any sums secured by a lien which has priority over this Security Instrument; (b) appearing in court; and (c) paying reasonable attorneys' fees to protect its interest in the Property and/or rights under this Security Instrument, including its secured position in a bankruptcy proceedingSecuring the Property includes, but is not limited to, entering the Property to make repairs, change locks, replace or board up doors and windows, drain water from pipes, eliminate building or other code violations or dangerous conditions, and have utilities turned on or offAlthough Lender may take action under this Section 9, Lender does not have to do so and is not under any duty or obligation to do soIt is agreed that Lender incurs no liability for not taking any or all actions authorized under this Section Any amounts disbursed by Lender under this Section shall become additional debt of Borrower secured by this Security InstrumentThese amounts shall bear interest at the Note rate from the date of disbursement and shall be payable, with such interest, upon notice from Lender to Borrower requesting payment(Emphasis added.)On July 14, 2015, CMS spoke with you regarding the twenty dollar ($20.00) property inspection fee and explained the nature of the fee.On July 23, 2015, and July 28, 2015, CMS received a request for a payoff statement from you via CMS’s Loan Servicing Website (“LSW’’), to be faxed to *** *** / *** ***, attention ***The fax number provided was *** ***CMS issued a payoff statement on the same day that we received your request on July 23, and another payoff statement on July 28, 2015.Please note that CMS provides an estimated timeframe of seventy two (72) hours to return a completed payoff statementWhile CMS understands that you are dissatisfied with the payoff statement timeframe of seventy two (72) hours, CMS respectfully submits that this estimated turn-around time is within the bounds of federal, state and local laws and the related servicing agreement.On August 24, 2015, the CMS Customer Care Deptreceived a call from a third party ***, who inquired regarding an updated payoff statement request he stated had been ordered two days priorOur review confirmed that CMS has no record of having received a payoff statement request on August 22, CMS informed *** of the payoff timeframe of seventy two (72) hours. On August 25, 2015, CMS received another request for a payoff statement via CMS’s LSW from *** *** / *** ***, attention ***The fax number provided was *** ***On August 26, 2015, the CMS Customer Service Research Department received an unsigned letter expressing concern about the payoff statement timeframe and the property inspection feesBecause the letter was unsigned CMS issued a letter dated August 27, requesting that a true signature be providedEnclosed is a copy for your review.In response to the multiple requests for payoff statements, CMS issued multiple payoff statements on August 27, 2015, August 28, and August 29, and each payoff statement was faxed and emailed, respectively, to *** *** and *** *** to fax number *** ***, attention *** *** and email address ***.Based on the foregoing, we believe the record is clear that CMS diligently processed your request for payoff statement and has in fact provided you and your authorized third party with multiple payoff statements within a reasonable timeframe and in accordance with applicable law.Should you wish to further discuss any aspect of your 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

On February 26th I was told to pay $43??to bring my mortgage to a zero balance!!! I tried to pay with my debit card but was told it had to be done through a *** by their worker named ***I sent them through a *** on that dayI called back the next day to confirm they received their funds and they had notI was told to wait a couple of dayson March 1st I called back and was told I still owed another $5??for March's payment, so I sent them another for a total of 5000!!!! I called them the next day to see if they have received payment, they still had not received The it turns out *** would not release that amount of money to *** in good faith because they believed they were doing Shady business!!! I had to send it through my own personal bank! The next day after sending it I was told that I owed another $I told them I had sent $5,to zero balance it outthey told me that the lady I spoke with on March 1st had made a m

Contractors, do not work with this company We have been trying to collect our payout for the last months They owe us 14k and now will not return calls They say they need to get an inspection of the work completed Per the homeowner that was done last month and we can not get a report We now owe our subs and suppliers and they have made our reputable company look very poor DO NOT DO ANY WORK WITH THEM They are extremely unprofessional Carrington Mortgage SUCKS

Awful, AWFUL companyOur mortgage was sold to Carrington without our permission, we received no notice of the change, and then we began receiving late charges AND now, they’re requiring us to send “certified funds” as the only acceptable form of paymentWe do that, have a cashier’s check sent by our bank...and they refuse to accept itI call them, they say only *** *** or *** *** is accepted, when their own letter states cashier’s check is an accepted method of paymentThis is a hack company, and someone needs to do somethingThey’re not in the business to help, they’re in the business to make it impossible to pay your mortgage so they can take your home from you

*** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ***
Dear Mr***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on June 8, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As you are aware, our Customer Advocate Department previously received a Revdex.com complaint from you on May 17, which raises the same issues as your most recent inquiryAccordingly, the loan was researched and a response was sent to the Revdex.com on June 5, That same day, CMS also sent you a copy of the response via the United States Postal ServiceIn an effort to avoid an unnecessary duplication of efforts, CMS is not providing you with another copy of the June 5, response
As we understand your rebuttal, you again state that you processed your April 1, payment via CMS’s Loan Servicing Website (“LSW”) on April 30, and believe that your payment should have been applied to your loan as of that dateAs you were informed in our June 5, response, our records found that on Sunday, April 30, 2017, you accessed CMS’s LSW and authorized a payment in the amount of $1,It is important to note that in order to make an online payment via CMS’s LSW, you must agree to the terms and conditions of the websiteThe terms you agree to include terms regarding “PAYMENT TIMING AND CREDIT” which states “PAYMENTS SUBMITTED AFTER 11:PM EASTERN TIME / 8:PM PACIFIC TIME OR ON SUNDAYS WILL BE PROCESSED THE NEXT BUSINESS DAY”
Nevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction, CMS has agreed to reapply the April 1, payment with an effective date of April 30, Accordingly, on June 15, 2017, CMS reversed all payments received as far back as April 30, CMS then reapplied the funds to the April 1, payment with an effective date of April 30, and to the May 1, payment with an effective date of May 24, By applying the April 1, payment effective as of April 30, 2017, CMS has ensured that the thirty day delinquency that was reported to the credit reporting agencies for the April 1, payment will accurately report as currentFurthermore, please note that CMS sent the attached Automated Universal Data (“AUD”) form to the credit reporting agencies to remove the thirty day delinquency that was reported for the April 1, paymentThis action is undertaken voluntarily by CMS without admission of fault or liability, and solely to demonstrate our dedication to the well-being of the consumers we serveFinally, CMS would like to take this opportunity to sincerely apologize for any inconvenience or undue hardship you may have experienced while our office reconsidered your request and made the necessary updates to your account
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, if you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486-
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time
Sincerely,
*** H***
Customer Advocate
CC: Revdex.com

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
Carrington Mortgage failed to send statements to me with the total amount due, despite my many requestsIt was only after it affected my credit that they began to send themThey also have a faulty website that doesn't allow customers to access their account or make a payment without first speaking with an agentThe automated phone system does not report monthly payment amounts, only inflated amounts with late feesCarrington messed up with not sending me billing statements, despite my requestThey cannot hold a customer responsible when they make so many errorsI will be taking them to small claims court to recover late fees and monetary damages incured by them reporting inaccuracies to the credit bureau, which has prevented me from refinancing away from their company.
Regards,
*** ***

March 16,
*** *** ***
*** ** *** *** *** ***
*** ** ***
*** *** *** ***
***
*** ***
*** *** *** ** *** *** *** ** *** Dear Mr*** ***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on February 27, 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 your complaint, you state that you made your December payment on December 13, 2016, but that you were unaware the escrow payment amount had changed, and as a result, CMS applied this payment to the suspense account. Additionally, you state that this payment was reported to the credit agencies (30) days late. You go on to say that, once you became aware of this problem you contacted CMS, and paid the amount of the shortage. Additionally, you state that CMS waived the late fee that had been assessed to your loan, but you also request that CMS remove the (30) day late credit reporting for the December payment from your credit report. As a preliminary matter, please note that our CMS Customer Servicer Research Department received an inquiry from you on January 19, 2017, which raises the exact same issues as this current complaint. Accordingly, CMS researched the loan and a response was sent to you on February 17, 2017. For your ease of reference, attached hereto please find a copy of CMS’s response dated February 17, We regret that you were dissatisfied with our response to your complaint. CMS is committed to the highest standards of customer satisfaction and professionalism, and we take all legitimate complaints regarding the conduct of our business very seriously. Although we understand you are not pleased with the outcome, the complaint was investigated fairly and we believe it was resolved appropriately. It is important to note that CMS has determined that the information we reported to the major credit bureaus accurately reflects the payment history and loan information. We are, therefore, unable to make the requested changes to the reported information. Please note that CMS is obligated by federal law to provide timely and accurate credit reporting in regards to the current loan status, payment history and loan information. We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** *** Customer Advocate CC: Revdex.com -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

So after my mortgage being at Bank of America for years, I learned it was transferred to Carrington Mortgage Services LLC I received my first invoice for payment less than days before it was due resulting in an online payment that cost an additional $ I signed up for automatic payments, which takes months to be effective in today's electronic world I pay extra principal each month I went with the bi-monthly payments The confirm page showed the mortgage P&I with escrow divided between the 1st and 15th of each month and the extra principal amount divided in half for each payment I then received a confirmation letter that stated everything above, but the extra principal payment amount was cut in half of what I requested When I called the customer service number they stated they do not have access to those numbers How can they not have access to my automatic payments when I set them up through their webpage? Customer service is less than helpful and fails to answer the question asked Even if they understand the question, the response is they don't have access to my mortgage account details Nice of Bank of America to sell this mortgage to this company so I can waste my time on the phone with them and my time refinancing just to get away from Carrington To be far to Carrington, this review is also being posted of Bank of America's review as they stated this entire process in motion

How can Carrington get an A+ when all I see are negative reviews? Plus I am adding another they are the most harassing company I have ever dealt with! We are never that much behind but when we do they send mind you large envelopes!! certified and regular all duplicates!! With all the money they waste doing this maybe I should harass them daily about the waste!! The BBC needs to take a closer look here for sure, or even maybe they need to be reviewed?

April 22,
*** ***
*** *** ***
*** ** ***
RE: Loan No.: ***
Borrower: *** ***
Property Address: *** *** ***, *** ** ***
Complaint I.DNo.: ***
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 April 21, 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, our Customer Advocate Department originally received an identical inquiry from you via the Consumer Financial Protection Bureau (“CFPB”) April 4, which raises the very same issues as this complaintAccordingly, the loan was researched and a response was sent to you by CMS via the CFPB Portal on April 22, A copy of that response is included here for your ease of reference
After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most recent correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is requiredMoreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims
Please note that pursuant to CFPB guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error
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 *** *** ***, *** ** ***