Carrington Mortgage Services LLC

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!

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

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, *** *** ***

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-

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

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

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 *** *** *** *** ** ***

*** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ***
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

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

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 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

For the month of May 2016, I mistakenly paid my mortgage through Carrington's website -- forgetting that I had signed up for the Mortgage company to take the payment directly from my bank In short, I made two mortgage payments When I discovered this, I called them immediately and was told to mail statements from my bank to themI did just that When I didn't hear anything, I called them again on May 6, I was told I mailed them the wrong statements I was suppose to send them statements from my bank This is impossible because I wouldn't receive the bank statements till the end of May I contacted my bank and they drafted letters about the duplicate deductionI faxed these documents to Carrington the same day, May 6, I called today, May 23, to check the status and was told by a representative named Nicholas that he would take care of it and that I should get my money mailed to me in "one month." I demanded to talk with a manager, but was refused by Nicholas

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

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

My loan was recently transferred from *** to CarringtonOn Friday December 30, my escrow analysis was posted on my online account and showed an escrow shortage of $On Tuesday January 3, 2017, I called Carrington to pay the escrow shortage (to avoid the mortgage increase from $to $1701)The rep told me to process the payment online while on the phone with her, which I didShe then put in a request to have the fund put into the Escrow Acct and a new escrow analysis to be done; she informed me it would take daysI checked my acct two weeks later to see the funds were applied towards the principal on January 10, NOT the escrow acct as promisedI called Carrington on Friday January 20, 2017, the rep and supervisor said the transfer of funds and analysis would be complete by end of day Monday January 23, I called again, Tuesday January 24, 2017, spoke with the escalation department who then told me the funds would be transferred within hours and wit

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

I recently refinanced my mortgage through Carrington MortgageI was initially told that my closing would be in March and I would have a partial payment in March and no payment in AprilI was rushed to close on February 28th and had to reschedule my day to do soA notary came to my home to complete the paperworkI was informed I would receive approximately $back due to closing in February and the first payment would be in AprilI signed paperwork stating thisI was later told I would not receive this refund due to my loan not closing in FebruaryThe notary had to mail the paperworkThis was not my fault as both my husband and I rearranged our day to meet with him to sign the paperworkCarrington knew when they would receive the paperwork when they requested to meet with us on the 28thMy husband spoke with *** *** and his supervisor, *** ***, regarding the issue on 3/6/*** was supposed to call him back the following day and we have yet to hear back from him

I have gone on to there website to look at my principal on my loanI never received my statement for September for my mortgage statementBut then received a statement for October and realized that September statement was never receivedI called this company explained the situationAnd asked if they would waive the late fee due to the face that the September statement was never mailedThe told me that we cant do that due to the fact that it is not there faultBut I never agreed to paperlessThey claimed that when I logged online it signs the customer up for itI would have and did not sign up for paperlessI depend on the paper statements to come in the mail for my recordsI have been a loyal customer and always on time paymentsI tried to explain to them that there is a clinch in there websiteThey should not be allowed to automatically sign someone up for paperless This has cause me to have to pay a late for and will now show up on my credit report as a late

#WORST CUSTOMER SERVICE EVER!!!
If I could leave a score of no stars I wouldI recently had a claim on my property and the insurance company had finally issued a check to me to resolve the issue but low and behold the check is also issued to Carrington MortgageIt initially took minutes to call in and find out they I needed to send the check to them so they could endorse the check and send it back to me and that I had to file a claim with them???? So now I run the risk of allowing further damage to the residence because of them delaying the process....Why are they getting involved with my insurance that they don't pay for????
I was advised they would email the claim form to me and it would be received within 2-minutesGee whizhours later I have to call them back and minutes later to find out that when I spelled my email address they still didn't enter in correctlyI had to provde a secondary email address to ensure that I finally received the documentation
I want to apologize for all other customers that were patiently waiting for one of the customer service representatives to assist them while what should have been a simple matter took way to long to complete Hopefully I wont be experiencing the same issue as Ellie from the 8/post but I wont hold my breath