Carrington Mortgage Services LLC

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.In regards to the property address provided. I know where were going to be living and where we currently were residing and provided the correct information, property address was always ** ***. The mortgage broker could not seem to get that correct as wells as my husbands current employer. We were told from the start that our debt to income was ok. In late July we were finally told by *** *** that our DTI was too high due to my husbands auto loan that was still not showing as paid off. He also informed us that they were firing *** ***, our mortgage broker, for providing incorrect informantion and *** himself said he screwed up our file and had to help him on a few occasions. From the start I provided documentation on my husbands auto loan along with a copy of the Insurance check and gap coverage showing the car was totaled and was a total loss. I sent the same paperwork in differen ttimes. I have the emails if needed! Not once were we informed our loan was suspended due to his auto loan. This should have never been an issue since they had all the required documents proving the loan was paid in full. I was also informed by our newly appointed mortgage broker, *** ***, who is also completely incompetent apparently, that a medical collection was showing on my credit report but would not affect the loan what so ever. He had me sign and date a paper stating what this was. I was promised this was not an issue. We were provided the locked in rate and approval and told were were going to be cleared to close by the August 7th. We had provided all the conditions that were requested and were "good to go" *** assured us were were approved with no issues. Suddenly, *** ***, the regional manager, finally returned a phone call and told us were were denied and the case was closed. Over days of promises, they are a bunch of liars. All of the sudden were were denied when I threatened neglegence for them releasing my Social Securtity number to an outside party other than myself or my husband, as well as the lack of communication and promised closing dates. August 5th suddenly our debt to income is to highover days later and already given an approval. Shady company!!!
Regards,*** ***

October 26,
*** ** ***
*** *** *** ** *** *** ** ***
RE: Loan No.: ***
Borrower: *** ** ***
Property Address: *** *** *** *** *** *** ** ***
Complaint I.DNo.: ***
Dear 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 October 7, 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 after the servicing of your loan was transferred to CMS, you applied for a loan modification because you were struggling to pay your mortgage payment due to experiencing medical issuesYou state that CMS approved your loan for a modification that you acknowledge was helpful to youYou claim, however, that a notary pushed you to sign a loan modification agreement because you believe the notary did not have time for you to review the loan modification agreementYou also claim that you accepted the loan modification even though you had no one to assist you in reviewing the terms of the agreement
Your complaint goes on to state that you were referred to a third party, *** *** *** *** (“***”) who helped you qualify for a tax waiver and you claim that the tax waiver was approved, yet you received no property tax refund from CMSInstead, you claim that you received a letter from CMS indicating your escrow account contained a deficit in the amount of $3,Your complaint further claims that most of your payment is applied to interest, your principal balance does not decrease and you believe that you are paying too much for your mortgage paymentsYou have asked CMS to review your loan to determine if the loan transaction was proper
At the outset, our records show that you applied for this conventional loan during a telephone call with a representative of *** *** *** *** *** *** *** (“***”)This telephone interview resulted in the origination of this loan in the amount of $114,on or about October 10, by *** *** *** *** (“***”)Due to ***’s Bankruptcy filing on April 2, the servicing rights to the loan were transferred to CMS effective July 1,
CMS understands that you have raised concerns with the origination of your loanBecause CMS was not a party involved with the origination of your loan, CMS encourages you to contact *** or *** directly for any questions or concerns you may have surrounding your loan origination concernsNotwithstanding the above, a cursory review of our records found nothing out of the ordinary with respect to the origination of your loan and CMS finds no reason to believe that your loan was improperly originated
CMS would like to take this opportunity to remind you that CMS has attempted to assist you in seeking an affordable mortgage payment and in avoiding foreclosure since To that end, CMS first modified your loan on December 16, This first loan modification lowered your principal and interest payment from $1,to $This loan modification also lowered your interest rate from 10.125% adjustable to 7.25% fixed for the remaining term of the loanThe interest due in the amount of $and the escrow advance in the amount of $were capitalized, giving you a newly modified principal balance in the amount of $113,Your loan was brought contractually current and due for the January 1, paymentOur records show that you made only two payments under this loan modification before defaulting on the March 1, mortgage paymentCMS would like to point out that this first loan modification required you to execute the loan modification in the presence of a notary
In a second effort to assist you in securing an affordable mortgage payment and in avoiding foreclosure, CMS modified your loan again on July 17, This second loan modification lowered your principal and interest payment further, from $to $and also lowered your interest rate from 7.25% fixed to 5% fixed for five yearsIn addition, the loan was amortized over a year term to make the payment more affordable (the maturity date remained the same)The interest due in the amount of $3,and escrow advances in the amount of $were capitalized, giving you a newly modified principal balance in the amount of $117,Your loan was brought contractually current with a first payment due on August 1, This second loan modification also required you to execute the loan modification agreement in the presence of a notary
Eventually, your loan fell delinquent for the August 1, mortgage paymentCMS received your loan modification application for consideration under the Home Affordable Modification Program (“HAMP”) on November 20, CMS’s review of your mortgage assistance application determined that your loan was HAMP eligibleAs required, CMS issued you a HAMP Trial Period Plan (“TPP”) which required you to remit three consecutive monthly payments in the amount of $for the months of January, February, and March Upon the successful completion of the HAMP TPP, your loan was permanently modified under the HAMP Tier I program on April 23,
This third loan modification lowered your principal and interest payment even further, from $to $and also lowered your interest rate further, from 5% fixed for five years to 3.125% also fixed for five yearsIn addition, the loan was re-amortized over a new month term to make the payment more affordable (the maturity date remained the same)The interest due in the amount of $3,was capitalized giving you a newly modified principal balance in the amount of $115,The loan was brought contractually current and due for the May 1, mortgage paymentAs you may recall, this third loan modification also required you to execute the loan modification agreement in the presence of a notary
CMS is uncertain as to why you would claim that CMS has somehow taken advantage of you as CMS respectfully submits that CMS has not taken advantage of you in any way or at any timeIn fact, by way of completing the three above referenced loan modifications, CMS has reduced your principal and interest payment from $1,to $478.30, a reduction equal to $or 52.5% off your original payment as it existed at the time CMS began servicing your loan
CMS would like to take this opportunity to remind you that each time you made a mortgage payment your principal balance was reduced by the appropriate amount applied to the principal portion of your mortgage paymentThis fact is supported by the attached loan payment historiesIt is important to note that each time your loan was modified, the past due interest and escrow amounts which have been outlined above were capitalized which resulted in the increase of your outstanding principal balanceAgain, the amounts that were capitalized as a result of the loan modifications represented past-due interest and monies advanced from CMS’s own funds to pay escrow items that were your responsibility to payAll of these amounts were already due and payable from you under the terms of your Promissory Note and Mortgage, and the repayment of these amounts was already secured by the Mortgage according to its terms
Moreover, CMS would like to point out that the last loan modification that was completed for you resulted in a new principal balance in the amount of $115,Contrary to your claim that your principal balance has not decreased, your principal balance at this time is $111,265.24, which is $3,less than the principal amount following the most recent modificationWhile CMS acknowledges that, as above, your principal balance has appropriately and necessarily increased to account for amounts properly capitalized in the loan modification process, CMS respectfully disagrees with the claim you have raised as your principal balance has properly decreased with each principal payment you have made
Similarly, we are somewhat confused by your complaint regarding concerns with the notary who witnessed you execute one of the above referenced loan modification agreements and who you claim did not allow you sufficient time to review the loan modification agreement before signing the documentsCMS is uncertain as to which notary you believe did not provide you with adequate time to review each of these loan modifications as you have not provided CMS with specific information to further research your claim
Regardless, by placing your signature on the loan modification agreements, you expressly acknowledged that you understood each of the loan modifications to be legally binding, you had the opportunity to obtain independent legal counsel concerning each of the loan modification agreements, and that you voluntarily signed the agreements with full understanding of the content and meaning of the of the agreementsMoreover, CMS has thoroughly reviewed its records and is unable to locate any evidence that you contacted CMS to request additional time to review any of the loan modification agreementsNonetheless, CMS respectfully submits that each of these loan modifications resulted in reduction of your mortgage payment, a reduction of your interest rate, and a resolution of delinquency, all of which represented a tangible benefit to you
In regards to the claim that you have been approved for a tax waiver, please be advised that CMS is unable to determine if you are referring to a property tax waiver or an income tax waiver without receiving additional information from youWhile your inquiry references that you were approved for a tax waiver, CMS has reviewed your loan and we are unable to locate any evidence that you have been approved for a property tax waiverIn an effort to ensure that there is no tax waiver that CMS should be aware of, CMS has contacted the *** *** Tax Assessor’s Office and has confirmed that at no time have you been approved for any type of property tax waiver, homestead or exemption
In regards to your concern that your mortgage payment is increasing, CMS is able to confirm that on September 18, 2015, CMS completed an analysis of your escrow account and issued you the attached escrow analysis notificationThis escrow analysis projected total annual escrow disbursements in the amount of $3,749.32, which includes a hazard insurance premium in the amount of $and property taxes in the amount of $2,The guidelines set forth by the Real Estate Settlement Procedures Act (“RESPA”) 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 have been projected to be $3,749.32, your escrow account is required to have a minimum of $at all times ($3,divided by equals $624.88)Based upon the projected disbursement date of your annual hazard insurance premium and the projected date that your property taxes are disbursed, CMS determined that your escrow account will have a deficit of $3,in July Because you are required to have $in your escrow account at all times, CMS determined that your escrow account will contain an escrow shortage in the amount of $3,at that time ($3,plus $equals $3,919.36)
In order to prevent any undue hardship, CMS has spread the escrow shortage of $3,over a period of twelve months which resulted in an increase to your monthly mortgage payment from $to $effective with the November 1, mortgage paymentFor your ease of reference, a breakdown of the November 1, mortgage payment is outlined below
Principal and Interest: $
Base Escrow Collection: $ ($3,divided by 12)
Monthly Escrow Shortage: $ ($3,divided by 12)
November 1, Payment $
Should you desire that the escrow shortage be spread over a longer period of time to reduce your monthly mortgage payment, you may send your written request to spread the escrow shortage over a period of twenty-four months to CMS’s Customer Service Research Department via fax at *** *** or via mail at Carrington Mortgage Services, LLC, Attention Customer Service Research Department, *** *** *** *** *** *** *** ** ***Such request should provide your loan number, as well as your signature matching one or more of your original loan documents
Please also be advised that Making Homes Affordable (“MHA”) has implemented a HAMP Tier II program effective June 1, 2012, that allows a borrower who has defaulted on a prior HAMP Tier I loan modification to be eligible for a second HAMP loan modificationIt is important to note that in order to be reviewed under the HAMP Tier II program your loan that is now contractually current must lose its good standing under the previously completed HAMP Tier I loan modificationMHA considers a loan to have lost its good standing when a borrower defaults on a loan modification executed under HAMP by becoming delinquent by the equivalent of three full monthly payments at the end of the month in which the last of the three delinquent payments became duePlease note: CMS is not instructing you to cease making payments on your loanWe advise you to comply with the terms of your Note and Mortgage at all timesRather, we are simply attempting to explain to you the eligibility requirements for the MHA HAMP Tier II programIf you have any questions on this point, please consult the legal and/or financial advisors of your choice
If you are experiencing financial difficulty in paying your current mortgage payment or will experience difficulty in paying the pending November 1, mortgage payment, we encourage you to visit CMS’s publicly-available website online at *** to learn more about the program options and to upload the required documents electronicallyYour completed package of documents can be sent to CMS via fax at *** *** or via email at ***
If you are experiencing difficulty in managing your monthly financial obligations, we would also like to take this opportunity to advise you that you have the option to contact a United States Department of Housing and Urban Development (“HUD”) approved housing counselor at no cost to youA HUD approved housing counselor can help you make a budget so that you can meet your monthly mortgage payment and other expense obligationsThe HUD approved counselor will have information about local resources that may be helpful to you
For your ease of reference, more information regarding the benefits of contacting a HUD approved counselor can be found on MHA’s publicly available website at ***In addition to accessing MHA’s website, you may also call *** *** *** to speak to an expert advisor immediately, twenty four hours a day, seven days a week and this valuable, around-the-clock service is available at no cost to you
As of the date of this letter, your loan remains contractually current and showing due for the October 1, mortgage payment in the amount of $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
Based on the foregoing, we believe the record is clear that CMS has diligently assisted you in securing an affordable mortgage payment and in avoiding foreclosure by approving three separate loan modifications for you all which have reduced your monthly mortgage paymentsIt is also clear that CMS has properly managed your escrow account and any pending increase to your mortgage payment is a direct result of your obligation to ensure your escrow account is properly funded when it comes time to pay your hazard insurance and property taxesShould 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 by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-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
-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 ***
-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 am very unhappy with this company I see that my name will be submitted to Carrington, so I am not going to go into details that could get me into trouble with Carrington I see the other reviewers are also womenInteresting

My mortgage was sold by *** ** *** in 12/to Carrington Mort Since that time Carrington has provided me with information They provided dates of when the mortgage was transferred They provided payment DUE dates They stated the loan was sold to them in November and that the future payments would be to them starting in Dec THIS LETTER WAS SENT IN DECEMBER!! On their letters they provided customer service phone numbers and websites I refinanced my loan to a different lender 2/and have not received any information from Carrington in regards to my escrow account So today I called and after minutes on hold and more explaining I wanted a summary of my escrow account I was told that they transferred my information and could not access it anymore SERIOUSLY? How do I know what they paid out of my escrow account? How do I know if they still have money sitting in my escrow account? I was told they would not mail or email me any information!

Dear Mrand Mrs***:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com and received in our office via email on September 14, CMS is committed to responsible lending and servicing, and we would
like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry.As we understand the complaint, you have expressed frustration over the fact that CMS has been calling you starting on or around the 8" of each month to see if you would like to schedule your monthly payment over the phoneYou are also unhappy that you received a letter reminding you to make your monthly payment sometime after August 16, even though you made your payment on August 14, In addition, you claim that you received a message in September regarding your paymentYou are requesting that CMS stop calling you.Please keep in mind that all payments are due on the first day of each month and are considered late as of the second day of the monthHowever, a late fee is not assessed to your loan if the payment is received by CMS on or before the sixteenth day of the monthAny payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentWe encourage you to remit your payment to CMS on the date that it becomes due to prevent late fees, or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment.It is customary for CMS to contact borrowers as a courtesy when payments are not received and posted to the account on the first day of each monthHowever, there are a number of ways you can avoid receiving a callYou may: 1) call CMS on the first and schedule your payment for the sixteenth of the month; 2) sign up for CMS Direct Pay (a copy is enclosed for your convenience) using your checking or savings account; or 3) send in a letter stating to cease & desist telephone communications with you, and CMS will flag your account as “Do Not Call.” In fact, our records reflect that CMS acknowledged your request and have placed a Cease & Desist telephone contact on September 23, You should not receive any calls regarding your monthly payments from CMS. In your complaint, you state that you received a letter in August about your payment not being receivedOn or about August 11, 2015, CMS sent the attached No Contact Letter as a courtesy which notified you that your loan was past due and that a late charge would be assessed if the payment was not received by August 16, CMS received your payment on August 14, In regards to your claim that CMS called you on or around September 13, 2015, we were not able to locate any records that CMS called you in September.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan and has provided you with several available payment optionsWe would like to take this opportunity to apologize for any inconvenience that our courtesy calls may have caused youCMS is always interested in how we may improve service levels, and your feedback is importantWe 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, Pacific Time.Sincerely,*** *** ***CC: Revdex.com

Dear Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on August 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 issues raised in the complaint.As we understand your complaint, you assert that CMS’s online bill payment system should have the capability to immediately notify you when the bank account payment information you submit is invalidYou indicate that because CMS did not inform you of the missed payment until August 21, that you incurred a $late fee and were upset that CMS did not agree to waive the $telephone payment fee.First, in relating to your concerns regarding your payment, all payments are due on the first day of each month, and are considered late as of the second day of the month, and if not received by CMS after the sixteenth day of the month, a late fee will be assessed to your loanAny payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentWe encourage you to remit your payment to CMS on the date that it becomes due to prevent late fees, or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage paymentThe Note expressly provides that if the full monthly payment is not received by the end of the fifteenth (15) calendar day after the payment is due, the Lender may collect a late chargeA copy of the Note is attached for your reference.Moreover, it is clear the late fee assessed in relation to the August payment was caused by how you entered the information into the websiteYou were assessed a late charge in the amount of $on August 21, because the payment due on August 1, had been returned by your financial institution due to an incorrect account numberA redacted copy of the August 14, speed-pay is attached for your review. As you mentioned in the complaint, on August 14, 2015, CMS contacted you regarding the slight increase in your mortgage payment effective with the August payment due to an escrow analysisThe attached annual escrow disclosure statement was mailed to you on June 26, During that call, the representative asked if you wanted to make your payment and you responded that you would make your payment onlineShortly thereafter you attempted to make the payment through the website.Then on August 21, 2015, CMS contacted you and the representative advised the account was showing due for the August paymentCMS did not receive the August payment because your financial institution declined to provide the funds given that your bank account information had been entered incorrectlyDuring the call, you were transferred to another representative who unlocked your online account which enabled you to make the August payment.Notably, you have expressed dissatisfaction that CMS’s no-cost online payment option does not provide an immediate error notification when a customer enters an incorrect bank account numberUnfortunately, this is not information that is immediately known to CMSIt often takes customers’ financial institutions 7-days to notify CMS that the funds are not being provided and/or of a returned paymentWe can assure you that CMS’s online payment system is in compliance with applicable law.Second, you were disappointed that CMS refused to take your payment by telephone without charging the $phone payment feePlease keep in mind that there are various methods you can use to remit your monthly mortgage paymentShould you choose to mail your payments, we encourage you to send your payment to CMS at the following address: Carrington Mortgage Services, LLC, Attention Payment Processing, *** ** *** *** *** ** ***You may also choose to enroll in CMS Direct Pay that will automatically draft the payment from your checking or savings accountThis method is designed for you to select a payment date tailored to your needsA copy of the CMS Direct Pay Application is attached for your ease of reference.Finally, as a courtesy, we are pleased to inform you that CMS removed the late charge from your accountThe total monthly payment due for the month of August was $You paid $on August 21, which included $of the $late feeCMS posted the monthly payment to the account and the remaining $was posted to unapplied funds and will be available for you to use towards your next paymentAs of the date of this response, CMS is able to confirm that your online account is unlocked and active and that your next payment due is October 1, 2015.We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact CMS at *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time. Sincerely, *** *** ***

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com regarding the above-referenced loanreceived in our office via email on December 2, CMS is committed to responsible lendingand servicing and we would
like to address any concerns you may haveThe following is ourresponse to the issue( s) raised in the inquiry.As you are aware, the servicing of your loan was transferred from Bank of America ("BOA") toCMS on or about August 2, Attached for your ease of reference is a copy of the August 3,Notice of Service Transfer ("Hello Letter") sent to you by CMS that notified you of theservice transferAt the time of the service transfer your loan was contractually current andshowing due for the September 1, payment.On September 2, 2014, you contacted CMS and requested that the CMS representative accept aphone payment to satisfy the payment in the amount of$1,that became due on September1, As a one-time courtesy, the CMS representative agreed to waive the customary $15.00check by phone ("CBP") payment fee and processed the CBP payment as you requestedThisCPB transaction resulted in the September 1, payment being applied to your loan that sameday.On October 1, 4, you contacted CMS by telephone twiceDuring the first call, you explainedthat you were in the process of completing the necessary forms authorizing CMS to beginautomatically drafting your monthly mortgage payments directly from your bank account.During the second call, you reiterated that you wanted CMS to begin automatically drafting yourmonthly mortgage payments directly from your bank accountYou stated that you had a savingsaccountYou also stated that you did not have a checking account and were thus unable toprovide a copy of a voided checkThe CMS representative asked you to send CMS a copy ofyour savings account information along with a written Automated Clearing House ("ACH")request.Also on October 1, 2014, you made a no-cost mortgage payment in the amount of $1,210.79through CMS's online payment systemCMS successfully processed this payment transactionand applied your October 1, payment the same day.Shortly after this online payment was made, CMS' s banking institution was notified that theACH payment information provided for the October 1, payment was not accurateInresponse to being notified of the inaccuracy, CMS locked your account from its onlineautomated payment systemCMS then notified you of the errorAttached is a copy of theOctober 3, letter CMS issued that informed you that you needed to contact your financialinstitution to confirm and/or correct the ACH information that was provided to CMS.After receiving and reviewing your completed ACH request form, CMS returned it to youbecause it did not provide all of the information required by CMS to set up the ACHPlease beadvised that a voided check is required in order to automatically draft mortgage payments from achecking accountSimilarly, a copy of a savings account statement or a letter on your bankinginstitution's letterhead that provides the savings account number and bank routing number isrequired in order for CMS to automatically draft mortgage payments from a savings account.On November 5, 2014, you contacted CMS by telephone and advised the CMS representativethat you were having difficulty with CMS's online payment systemIn an effort to assist you,the CMS representative informed you that the Cashiering Department would be notified of theissue to determine the reason you were unable to make an online paymentThe CMSrepresentative also notified you that you needed to provide a copy of your savings accountstatement if you desired to use a savings account to set up ACH drafts.On November 14, 2014, you contacted CMS and spoke with ***, a customer servicerepresentativeDuring this phone conversation, you indicated that you were still havingdifficulty with CMS's online payment systemYou asserted that the online payment systemissues resulted in your inability to pay the November 1, paymentThe representativeapologized for your experience and informed you that she would reach out to the CashieringDepartment to follow up on the original request sent on November 5, 2014.It was during the November 14, call that you began claiming that CMS was intentionallycausing you to be late by making it impossible for you to make your mortgage paymentThecustomer service representative explained that CMS received notification that incorrectinformation had been entered in CMS's online payment systemThe incorrect informationcaused your online account access to be lockedIt was at this time that you indicated you wouldbe filing a Revdex.com complaint against CMS and became hostile towards thecustomer service representative.You then requested to be transferred to a supervisorAfter a brief hold, the customer servicerepresentative returned to the call and explained that she was unable to transfer you directly to asupervisor because all supervisors were assisting other customers at that momentThe customerservice representative encouraged you to contact CMS later that day in order to speak directlywith a supervisor.You then refused to end the call and stated that you would make her hang up on you so that youcould include that action in your complaintAs you requested, *** provided you with hername and politely encouraged you to have a nice day before transferring your call to thevoicemail of her supervisorWe are able to confirm that your online account was unlockedshortly after this phone callPlease be advised that CMS has reviewed the call in question andwe find no evidence to support your claim of unprofessional behavior by the customer servicerepresentative.On November 17, 2014, a late fee in the amount of $was assessed to your loan as thepayment was not received within the fifteen day grace periodOn November 20, 2014, CMSreceived and applied your November 1, payment in the amount of $1,We are ableto confirm that CMS did not report any derogatory loan or payment information to the creditreporting agencies as the payment was received within the same moth that the payment becamedueAs of the date of this letter, your loan is contractually current and showing due for theDecember 1, paymentAs an expression of our commitment to the highest standards ofcustomer satisfaction, CMS waived the November late charge in the amount of $which weconfirmed has been completely removed from your loan.Finally, if you continue to desire that CMS automatically draftyour mortgage payments fromyour savings account, we encourage you to return a completed ACH request form along with acopy of your savings account statement ret1ecting the routing and account number or a letterfrom your banking institution, on their letterhead, providing CMS with your savings accountnumber and your bank routing number.Based on the foregoing, we believe the record is clear that you entered incorrect informationwithin CMS's online payment system which led to CMS blocking additional electronic paymentsvia its automated payment systemsWhile CMS sincerely apologizes for any inconvenience youmay have experienced due to the delay in having your online account unlocked, we believe thatCMS has appropriate resolved the matter at this time and has ensured that you have not beenpenalized in any wayShould you wish to further discuss any aspect of your loan, we encourageyou to contact our Customer Service Department at (800) 561-for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at (866) 874-5017, Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.Sincerely,*** ***Customer Advocate

March 18,
*** ** ***
*** *** *** ***
*** ** ***
RE: Complaint ID No.: ***
Loan
No.:
***
Property
Address: *** *** *** ***,
*** ** ***
Dear Ms***:
The Customer Advocate Department of
Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed
with the Revdex.com (“Revdex.com”) received in our office via email on
February 24, 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
In a preliminary review of your account, we were unable to
identify any obvious errors on the part of CMS in servicing your loan. CMS
cannot discern what exact issue or issues you may be attempting to raise
concerning the servicing of your loan without further clarification from youTo
help us better understand your concerns, we ask that you provide specific
examples of the alleged problems with CMS’s servicing of your loan and supporting
documentation if possibleOnce the aforesaid information is provided, CMS will
be more than happy to investigate and address any concerns or issues you have
In the absence of any such information, we respectfully submit that CMS is
unable to appropriately respond at this time
Please know that CMS remains committed to the highest standards
of customer satisfaction and will continue to do the utmost to assist any
customer with a complaintIf the borrower wishes to contact CMS regarding the
administration of their loan they may do so by calling our Customer Service
Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM,
Eastern TimeThe borrower can also send written correspondence including
inquiries and complaints about your mortgage to Carrington Mortgage Services,
LLC, Attention: Customer Service, *** *** *** *** ** *** or fax your
correspondence to *** ***
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
-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 ***
-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 P.O
Box 3489, Anaheim, CA
Texas:
Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR
MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE
LENDING, NORTH LAMAR, SUITE 201, AUSTIN, TEXAS 78705. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT
1-877-276-

My loan was just bought out by this companyMy information is inaccurately stated on their online website including the address and the loan typeI have not received a bill from this company eitherThey wanted me to send them a fax to have them investigate why it is showing that it is a first mortgage on their systemAfter being on the line with them for minutes I was told it is because it is a default in their systemTheir customer representative told me that she has basically wasted her time with me because I didn't want to accept her answer and follow their resolution steps of me doing their jobI told her that it was not my job to fix their mistakes and it is their job to have things transition properly and updated appropriatelyI waited for almost minutes for a supervisor whom never got on the phoneThen she was to transfer me to the voicemail of a supervisor and after almost minutes she came back on the line to give me additional information that their website is

Excellent!!!

Carrington is the worst customer service organization I have ever done business with They are also terrible at the mortgage business They need to go away
During the application process, they LOST all my personal and financial information TIMES!!!!! I know this because they requested it times after I submitted it the first time Incompetent is a good descriptorWhen the application package finally went to underwriting, NOT ONE SINGLE CONTRACT DEADLINE WAS HONORED I almost lost my home, as the seller almost walked away! They would have had major legal issues over this, because the home I was purchasing was a short sale, worth $120,MORE than my purchase price, and if I lost it, I would have sued the hell out of themNEXT, only months into my mortgage, my account showed that it was in forbearance!!! This was absolutely untrue, but it took filing complaints with government agencies to resolve the issue I was stonewalled with Carrington's customer service All I requested from them, in addition to correcting the problem, was a letter of explanation from them so that I could refinance my home elsewhere They refused the letter and a refinance is impossible if your account is in forbearance Of course, Carrington stated it wasn't their fault, it was one of their "vendors" who made the mistake Finally, I was able to refinance with someone else, but not before I received the escrow notice that Carrington seems to be famous for- my mortgage payment was going up to make up for the undercollection in my escrow account COMPLETELY INCOMPETENT MORTGAGE COMPANY

This is the worst shell of a mortgage company I have ever dealt withWe have worked with 100's of homes owners to save their homesCarrington is incredible.; they do not return calls and they do not seek to assist the homeownerThey appear to prefer to foreclose on mortgagesThey are more in the collections business than the mortgage business which appears to be a conflict of interestWe are reporting them to the Consumer Protection Agency

I always have made my Mortgage on time but in June payment went up $From $2,to $2,, I have auto pay so I didn't catch it and they received my payment May they applied to my escrow because they received in May not June they are saying to clear up June Payment it to in to escrow because my escrow was shortI have been trying to take care of this Since June 5th now they are even telling me if I do not pay today (June 16th) a late fee will addedThis is so wrong to get penalized for pay a day early

Working with the Carrington staff was very personableEvery question was answered in a timely manner and we had many of them

Website out of order againBeware these people are looking to refi your loan or repo your Home !

Primary Borrower: *** *** Co-Borrower: *** *** Property Address: *** *** *** *** ** *** *** *** ***Dear Mrand 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 abovereferenced loan received in our office via email on March 16, 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 recently received an inquiry from you via the Consumer Financial Protection Bureau (“CFPB) on March 15, which raises the exact same issues as this complaintAccordingly, the loan was researched and the attached response was sent to you by CMS via the CFPB Portal on April 4, 2017.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, Eastern Time.Sincerely,Customer Advocate

July 27, *** ** *** *** ** *** *** ** *** *** *** ** *** RE: Complaint No.: *** Loan
No.: *** Property Address: *** ** *** ***, *** ** *** Dear Mrand Mrs***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 6, 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 have been making your monthly payments to CMS using your bank’s bill pay service, but you started receiving calls from CMS informing you that your monthly payment had not been received. Additionally, you indicate that you later found out that your payment had been received by CMS, but had been applied to the suspense account because the payment was short of the full monthly payment amount. You indicate that you made a payment by phone for the amount needed to complete your monthly payment; however, the calls from CMS continued and you also received foreclosure notices. Lastly, you claim that the loan information provided to you during your telephone calls to CMS does not match the account summary on the CMS website At the outset, please note that the servicing of this Veteran’s Administration (“VA”) insured loan transferred from *** *** *** *** (“***”) to CMS on or about October 2, 2015. At the time of the service transfer the loan was showing due for the October 1, payment Please note that, while CMS began servicing the loan on October 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition. This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information. Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date. Upon review, our records show that on November 6, 2015, an escrow analysis was completed. This escrow analysis was completed as part of the post service transfer requirements mentioned above. That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”). A copy is attached for your ease of reference. The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning February 1, and ending January 31, More specifically, the AEADS projected that your yearly county taxes would be $1,289.90, and your yearly homeowners insurance premium would be $1,199.00. Correspondingly, your total disbursements for your escrow cycle beginning February 1, and ending January 31, were calculated to be $2,The total projected escrow advances divided by twelve (12) equals $per month and represents the required escrow payment beginning February 1, 2016. In addition, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds. Specifically, RESPA authorizes a maximum escrow cushion not to exceed 1/6th of the total annual projected escrow disbursements made during an escrow cycle which is over a twelve-month periodAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at ***D In light of the above, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning February 1, and ending January 31, The total escrow cushion that CMS may collect is $414.80. For an explanation of the escrow shortage please refer to the next section of the AEADS, below the Projected Escrow Activity from February 1, and ending January 31, and note the projected low point balance of -$for September 2016. Looking at the next column for the same date under “Required”, please note that the low point balance should be $(1/6th cushion). As such, CMS is collecting the -$shortage and the required low point balance of $414.80, which added together, equals $475.64. This escrow shortage is being collected over a twelve (12) month period starting with the February 1, payment, resulting in a monthly shortage collection in the amount of $39.63. The following is a summary of the total payment amount beginning February 1, Principal and Interest Payment: $Escrow Payment: $Escrow Shortage: $ Total: $ The records show that you made your October 1, 2015, November 1, 2015, December 1, and January 1, payments in the amount of $within the grace period. Below for your ease of reference is a summary of these payments Thereafter, on February 13, CMS received a payment from you in the amount of $728.40. Please note that CMS’s established payment processing policies and procedures allow, as a courtesy, the processing of a short payment, but only if the payment is short of the full monthly payment amount by no more than $This accommodation is allowed no more than twice per account. Accordingly, your payment in the amount of $was applied to your February 1, payment even though the payment was short by $18.08. Below for your ease of reference is a breakdown of how this payment was applied to your loan Principal and Interest: $ Escrow applied short by $18.08: $ Total: $ On February 15, 2016, CMS sent you a billing statement that shows this payment transaction, and also shows that you have an overdue payment amount of $18.08. Attached for your ease of reference is a copy of this statement Thereafter, on March 8, 2016, CMS received a payment from you in the amount of $30.00, and this payment was applied to suspense. Attached for your ease of reference is a copy of this payment transaction. On March 16, 2016, CMS received another payment from you in the amount of $728.40. This payment was combined with the funds in suspense in the amount of $for a total of $to complete your March 1, payment in the amount of $746.48, and $was applied to principal curtailment. That same day, CMS sent you a billing statement that shows this payment transaction, and that your loan was next due for the April 1, payment in the amount of $746.48, plus the outstanding overdue amount of $18.08, for a total of $764.56. Attached for your ease of reference is a copy of this statement On April 18, 2016, CMS received another payment from you in the amount of $728.40. This payment was applied short by $to your April 1, payment. It is important to note that this payment is the second short payment that CMS processed and applied to the contractual payment due. Below for your ease of reference is a breakdown of how this payment was applied to your loan Principal and Interest: $ Escrow applied short by $18.08: $ Total: $ That same day, CMS sent you a billing statement that shows this payment transaction, and that your loan was next due for the May 1, payment in the amount of $746.48, plus the outstanding overdue amount of $36.16, and a late fee in the amount of $for a total of $812.49. Attached for your ease of reference is a copy of this statement On May 16, 2016, CMS received another payment from you in the amount of $728.40. As this payment was less than a full monthly payment amount of $746.48, this payment was applied to suspense. On May 18, 2016, CMS sent you a billing statement that shows this payment transaction, and that your loan is still showing due for the May 1, payment. Attached for your ease of reference is a copy of this statement On June 1, 2016, Ms*** called CMS and during this call the CMS Representative informed Ms*** that the loan was showing due for the May 1, payment. Ms*** stated that this payment had been paid, as the mortgage payments are set up to be paid automatically through a bill pay service. The CMS Representative informed Ms*** that a payment in the amount of $had been received, but this amount was short of a full monthly payment of $746.48; therefore, CMS was unable to apply the payment to the May 1, payment. Ms*** stated that she was unaware of this payment change. The CMS Representative explained that the change was due to the escrow analysis that had been completed on November 6, which resulted in a payment amount change beginning with the February 1, payment. Ms*** mentioned that she would need to change the payment amount on the bank’s bill pay service, and that she would send the shortage in the amount of $to CMS. In addition, Ms*** requested that the late fee be waived, as you had attempted to pay the May payment timely, but were unaware of the payment change. The CMS Representative informed Ms*** that the request to waive the late fee would be forwarded to a Supervisor for review, but there was no guarantee that the late fee would be waived as CMS had sent timely notification of the payment change, and had also sent billing statements showing this change On June 7, 2016, CMS issued the attached Notice of Intent to Foreclose (“NOI”). This notice explained that your loan was in default for the nonpayment of the May 1, contractual payment and provided $1,588.82, less $as the amount required to cure the delinquency. This letter also notifies you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the property. Please be advised that the NOI is a system generated letter that is issued for every loan that has become past due for more than days and is required prior to any initiation of foreclosure proceedings. CMS’s intent is solely to comply with applicable law, to attempt to make arrangements to resolve the account delinquency, and to transmit accurate information regarding the consequences of any failure to do so On June 15, 2016, Ms*** called CMS and during this call Ms*** indicated that you had received a foreclosure notice. The CMS Representative informed Ms*** that the loan was showing due for the May 1, payment, and that is why a NOI had been sent. Additionally, the CMS Representative informed Ms*** that a payment in the amount of $had been received, but this amount was short of a full monthly payment of $746.48; therefore, CMS was unable to apply this payment to the May 1, payment. Ms*** stated that she was unaware of this payment change and was frustrated with this whole situation. The CMS Representative informed Ms*** that the notes from the June 1, call indicated that the CMS Representative had informed her of the change, and had explained that the reason for the payment change was the escrow analysis that had been completed in November 6, 2015. Ms*** stated that she had paid the escrow shortage to CMS in December 2015, therefore her payment should not have changed. The CMS Representative reviewed the loan and informed Ms*** that CMS did not show any record of a payment being received in December for the escrow shortage. The CMS Representative encouraged Ms*** to send CMS any supporting documentation such as canceled check or bank statement that shows the aforementioned payment had cleared the bank so that CMS could research this matter. The CMS Representative provided Ms*** the fax number to the CMS Research Department to send this information. In addition, Ms*** requested to make a payment by phone in the amount of $to complete the May 1, payment. The CMS Representative processed the pay by phone request and also waived the associated processing fee of $15.00. That same day, CMS combined this payment with the funds in suspense to complete the May 1, payment in the amount of $746.48. Additionally, a billing statement was sent to you that shows this payment transaction, and that your loan is still due for the June 1, payment. Attached for your ease of reference is a copy of this statement On June 16, 2016, CMS received another payment from you in the amount of $728.40. As this payment was less than a full monthly payment amount of $746.48, this payment was applied to your suspense account. On July 1, 2016, Ms*** called CMS and during this call Ms*** indicated you had received a late notice indicating that you owed $842.34. In addition, Ms*** indicated that she had called and paid the shortage in the amount of $for the June 1, payment on June 15, and therefore, the loan should be current. The CMS Representative reviewed the loan, and confirmed a payment in the amount of $had been received by CMS on June 15, 2016, and informed Ms*** that she would forward a request to the CMS Cashiering Department to combine the $payment with the funds in suspense to complete the June 1, payment of $746.48. Additionally, Ms*** mentioned that she was aware that the payments sent were short of the full monthly payment amount, as she had forgotten to change the payment amount on the bank’s bill pay service. Ms*** further stated that she had completed the changes to insure the correct payment amount would be sent to CMS beginning with the July 1, payment Thereafter, on July 5, and July 7, CMS called you as the loan was showing due for the June and July payments. During these calls the CMS Representative spoke with Ms***. Ms*** was very upset about these calls and stated the loan was not past due as she had paid the shortage to complete the June payment on June 15, 2016, and therefore, the loan should not be past due On July 16, 2016, CMS received a payment from you in the amount of $746.48. This payment was applied to your June 1, payment in the amount of $On July 18, 2016, CMS sent you a billing statement that shows this payment transaction and also shows that your loan is still due for the July 1, payment, with a suspense balance of $728.40. Attached for your ease of reference is a copy of this statement. On July 21, 2016, Mr*** called CMS and requested the amount due to bring the loan to a current statusThe CMS Representative informed Mr*** that the loan was showing due for the July 1, payment, with a credit in suspense in the amount of $728.40, and the amount due to bring the loan current was $104.09. Below for your ease of reference is a breakdown of the amount due July 1, payment: $Late Fee: $ 29.85 Property Inspection Fee: $ Payment shortage @ $x 2: $ Suspense credit: -$ Total: $ On July 22, 2016, another escrow analysis was completed. This escrow analysis was completed as part of the regularly scheduled annual analysis cycle for loans secured by property located in the State of OhioThat same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”). A copy is attached for your ease of reference. The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning September 1, and ending August 31, More specifically, the AEADS projected that your yearly county taxes would be $1,296.80, and your yearly homeowners insurance premium would be $1,199.00. Correspondingly, your total disbursements for your escrow cycle beginning September 1, and ending August 31, were calculated to be $2,The total projected escrow advances divided by twelve (12) equals $per month and represents the required escrow payment beginning September 1, 2016. For an explanation of the escrow shortage please refer to the next section of the AEADS, below the Projected Escrow Activity from September 1, and ending August 31, and note the projected low point balance of $for December 2016. Looking at the next column for the same date under “Required”, please note that the low point balance should be $(1/6th cushion). As such, CMS is collecting the difference between the projected low point balance of $and the required low point balance of $415.96, which equals $266.33. This escrow shortage is being collected over a twelve (12) month period starting with the September 1, payment, resulting in a monthly shortage collection in the amount of $22.19. The following is a summary of the total payment amount beginning September 1, Principal and Interest Payment: $Escrow Payment: $Escrow Shortage: $ Total: $ It is important to note that the total amount due on your loan changed on July 22, as a result of this escrow analysis. Below for your ease of reference is an updated breakdown of the amount due, good through July 31, 2016. July 1, payment: $Late Fee: $ 29.85 Property Inspection Fee: $ Suspense credit: -$ Total: $ Attached for your ease of reference is a payment summary that shows the payment transactions on your loan from June 16, to July 18, Lastly, we have reviewed the CMS website information for your loan and we can confirm that the information outlined on the summary page and the payment history page are accurate and match the information on the CMS loan servicing system. Nevertheless, please note that any funds in the suspense account are not currently captured in the CMS website summary page Based on the foregoing, we conclude that CMS has serviced your loan in accordance with the terms and conditions of your Note and Deed of Trust, and in compliance with applicable policies and procedures for this VA insured loan. In addition, CMS provided you with timely notification of the payment change on your loan with the AEADS that was sent to you on November 6, 2015, and also in the billing statements that were sent to you thereafter. Nevertheless, we acknowledge that CMS missed opportunities to provide you with more complete information regarding the status of your loan during the telephone conversations of July 1, 2016, July 5, and July 7, 2016. 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 Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at *** ***, 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, *** *** ***, *** ** *** or fax your correspondence to *** ***. Finally, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at *** ***, 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, *** ** ***, 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 *** *** ***, *** ** ***

Carrington Mortgage assumed my mortgage from BOA around June I have a VA secured loan
In May I received a bill from Carrington mortgage that had raised $from the previous bills No explanation When I contacted Carrington I was advised they require a "cushion" or 1/of the annual escrow I have the tax and insurance papers for and they are very close to There won't be an escrow shortage I have never missed or been late on a payment
This cushion is nothing less than PMI Since I have over 50% equity in the home, good payment history., this "fine" should be removed from my mortgage

Carrington will not release the remainder of my insurance claim money so I can pay my contractor I have fulfilled every obligation required based on the documentation they sent me they continue to ask me for additional verification as if I'm being dishonest or deceptive I would like to have my funds released immediately

I am perplexed how they have a A+ RatingAppears there is some form of agreement28+ Reviews and 149- Reviews means that the math is off
My mortgage note was transferred to them years agoI have had nothing but problems since then, During the Storm season, I was in a disaster area hit hard from the stormI had damage to my home and when I contacted Carrington to make them aware that I was out of work and would be late, they advised me that they had a program for those affected and IN a disaster area they could take a month forbearanceI thought that was a great Idea to get back on trackIt was my understanding they would just add back to the loanAfter my months passed and I got back on my feet with work (my office was damaged) I tried to make a payment as usual through my Bank and direct bill payNot only was the payment NOT accepted but my account locked and they started Foreclosure proceedingsWhybecause they NEVER said they months was due at the end of the "so called forbearance".As a result, my mortgage was months behind and every month is goes furtherThey wont accept my payments and the bank keeps sending and they keep rejectingSo now I face foreclosure and loss of my family homeI am unable to qualify for any Modification because per Carrington, "You have damage needing repairs and unless it is repaired as before storm hit, you will not be able to get assistance." Now they seem to forget they have a $15,Insurance check sitting there and they are responsible for dispersing funds to the contractorWhich they REFUSE to doI always get the excuse I didn't file paper workHowever the contractor has submitted personally and yet they say they have nothingI would definitely recommend you investigate other mortgage companies