Carrington Mortgage Services LLC

As a disabled veteran, I and my family have been left homeless after receiving a Mortgage Pre-qualification from Carrington Mortgage services, then subsequently entering into a home purchase contract, paying for a home inspection and VA appraisal, and then having our loan denied with NO material change in our employment, income, credit standing or other information as listed in the pre-qualification letter As we were buying a home, we gave up our rental property and began to move out, with full knowledge and approval of the mortgage Broker, *** ***After we had packed up and moved our belongings, we found out our mortgage was denied for late credit card payments in All credit, epmployment and income information was provided prior to the pre-qualification letter being issuedWe are now homeless and believe the mortgage servicer has engaged in very bad business practices, which has contributed to our present situationAlso, though we recieved a verbal dis-approval, I ha

Hurricane Harvey Declared Disaster Area - August 26,
My county (Galveston County) and city (***) was declared a Natural Disaster area for Hurricane Harvey Fortunately, my home was not damaged, however my employer was not so fortunate As most companies do, Carrington Mortgage Services provided it's customers that were affected by the Natural Disaster an option to delay payments for with no negative adverse action I called in customer service and agreed to the extension since my employer was affected and I did not have a clue when I was going to return to work Fortunately, I have Identity Theft Protection so anything that's reported to my credit report, I receive notice on
Between the months of August and September, ***, *** and *** were given notice of Derogatory information "Days Past Due" This information is incorrect and negatively impacting my credit score I called Carrington's Customer Service "Customer Advocacy Group" on 10/

I had a insurance claim in August of My insurance company issued a check to Carrington Mortgage and myself for over 13kI then sent it to the mortgage company with everything they requestedThey sent me a check for just over 3k to *** and myself* ended up not performing the work so I had to call and cancel the checkI then requested to have the funds made out to myself (since their paperwork allowed it) and I would pay the contractors as I wentI was talk at the end of December I would have a new reissued check by January 12, January 12th passed and I was told they denied my check because I had an outstanding check alreadyI then requested to have an inspection because the work is completeThey said I would hear from the inspection company within business daysThat would have made January 17, the 5th business dayI reached out to the mortgage company who then said I would hear from them by today (the 19th) still no callI reached back out to them a

My wife found this company and requested information about a refinanceWe were contacted by a loan officer named *** ***My wife explained on the first call that she could not be on the loan due to excessive debt and that our goal was to refinance, pull out cash and pay off a large portion of her debtHe had us fax him some information, and then emailed us terms of what he could doWe accepted the terms and he sent us an application to sign and some other documents to fill outAppraisal was ordered and we also faxed in more paperwork that he requestedWe have written proof that we notified him that the appraisal would be done on 5/20/We received a letter of denial from your company dated 5/15/The Mr*** acknowledged that he was aware on that date that the loan was deniedWe found out t was denied, because you cannot complete an FHA refinance in the state of California without adding on the spouse's debtHe explained that he was trying to figure out how

I have been working with MrAaron *** at Carrington MortgageHe has been assisting me in saving my year homeMr*** has been nothing other than superbI know there are many negative reports of mortgage company's not helping homeowners save their home but , with Carrington, that is not the caseNot only, with the the assistance of Mr***, but with the true compassion of Carrington Mortgage, my family and I still have a homeIf you are in the market to purchase your dream home or refinance, go with Carrington MortgageYou will not find a better company or a better group of people that truly understands sometimes life happens beyond our controlThank you to Carrington Mortgage and Aaron *** for all your assistance

My mortgage was put here after being with BoA for years What a mess The website is slow and most times resourceful To speak to someone besides the front line customer rep'sis near to impossible To get help or support on an issue you may have (PMI for me) was exhausting

On August 16th I requested a document (survey) for my home currently financed with Carrington Mortgage ServicesI was informed by the customer service representative that I would be able to receive the document in business hoursThis document was vital to finish the closing for selling this home and needed to be received by the title company by August 19thThe customer service representative assured me that it would be received by the date
I did not receive the document, and when I called back on 08/I was informed that it would be another business hours before the new request could be processedThe survey is simply a document with the mortgage information and should be able to be retrieved and emailed quicklyThe customer rep manager I spoke with on 08/informed me that the business maintains a queue of requests and that this could not be bypassed or modifiedThis is simply unacceptable as the first representative said that I would receive the document in tim

Carrington mortgage has illegally attached property I owed with my brother to his mortgage loan with their companyMy name, *** *** *** is not listed on the loan, therefore the property In my name cannot be attached to this loanMy brother *** *** had no knowledge that property we co-owned at the time had been attached to his mortgageThe property has now been split and is no longer listed in my and my brothers names.The company agreed that the property could not legally be attached to the mortgage Several attempts have been made to have the company release the lean on my property *** *** and myself have been lied to on several occasions by the company stating the release has been mailed outWhen it does not arrive, the process starts over again with no answersThe company received a signed document by *** *** on 8/24/allowing for the release of the propertyThe company does not return phone calls and has not been co

It seems this business can not receive their payments not matter how you send them to them! They lose or the transactions never go through even though we get a receipt saying it was received and submitted!.They do not contact you immediatelyThey send a letter weeks later and try to get you to submit a payment through western union! Yeah right so shady!! They have tried foreclosing on us every other year! We have to show them that these payments do go through our bank! What a headache! Worst place to do business with! They should have an F!

Never ever talk to any of the customer service representatives without documenting on paper and recording the callThey are the worst mortgage provider I've ever had to deal withThe customer service representatives get attitudes with you and every time you call back, you get different informationI've never felt this unsettled in my lifeThis is my home and these people are playing gamesI think I'm going to go ahead and sell it just so I don't have to be under this mortgage providerI think it is a crying SHAME that mortgages can be sold without the consent of the buyer! I was sold to them by *** ** *** back in September and I never ever had to deal with what I'm dealing with right now and I've been in this home years nowI feel stuck and scared because this "mortgage provider" is very unethical and the government needs to get involvedI'm seeing a class action lawsuit on this horrible company in the futureIf I could give Zero stars, I would!

March 19,2015*** ** *** ** *** *** ***
*** ** *** RE: Loan No.: *** Primary Borrower: *** ** *** Co-Borrower: *** ** *** Property Address: *** *** *** *** ** *** Complaint I.DNo.: ***Dear Mrand Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the abovereferencedloan received in our office via email on March 5, CMS is committed toresponsible lending and servicing and we would like to address any concerns you may haveThefollowing is our response to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this Federal Housing Administration ("FHA")insured loan was transferred from *** ***("***") to CMS on November 4, OnNovember 19, 2014, a Notice of Service Transfer ("Hello Letter") was issued notifying you ofthe service transfer to CMSAt the time of the service transfer your loan was contractuallycurrent and showing due for the November 1, mortgage payment in the amount of $510.69and your unpaid principal balance was in the amount of$ 6,329.01A review of our records found that on November 11, funds in the amount of $wereapplied to your November 1, mortgage paymentOn December 8, 2014, CMS receivedfunds in the amount of $1,via check number dated December 1, These fundswere initially applied to the December 1, and to the January 1, mortgage payments of$each and the remaining $was applied towards the February 1, mortgagepayment.On December 16,2014, you contacted CMS and requested that the additional $1,of the$1,that CMS received on December 8, be applied towards your principal balance.The CMS representative apologized for any inconvenience you may have experienced andinformed you that a request would be sent to CMS's cashiering department to reverse thepayment application and to apply the $1,to your principal balance.On December 29, 2014, CMS completed the initial analysis of your escrow accountThisanalysis determined that your escrow account contained an escrow surplus of $Thissurplus was spread over twelve months and resulted in a new mortgage payment of $487.88effective with the March 1, mortgage payment which is outlined belowPrincipal and Interest: $Base Escrow Collection: $Escrow Surplus (negative): $- Payment Due March 1, 2015: $487.88On December 30, 2014, CMS completed the payment reversal and re-applicationThis broughtyour loan due for the January 1, mortgage payment with an unpaid principal balance of$4,On January 5, 2015, CMS received funds in the amount of $ 1,via checknumber dated January 2, These funds were initially applied to the January 1, 2015and to the February 1, mortgage payments of $eachThe remaining $wasapplied towards the March payment of $and the remaining $was applied to reduceyour principal balance.On January 8, 2015, you contacted CMS and requested the additional $1,that exceededyour January 1, payment of $be applied towards your principal balanceThereversal and re-application of the funds was completed on January 9, This brought yourloan due for the February 1, mortgage payment with an unpaid principal balance of$3,509.56.On February 9, 2015, CMS received new funds in the amount of $1,via check numberdated February 3, These funds were initially applied to the February I, 2014mortgage payment of $510.69, towards the March 1, and April 1, payments in theamount of $each and the remaining $was applied to reduce your principal balance.On February 25, 2015, CMS completed the payment application reversal and applied the$1,that exceeded your February 1, payment of$towards the unpaid principalbalanceThis brought your loan due for the March 1, mortgage payment with an unpaidprincipal balance of $2,224.41On February 27,2015, CMS received a request for a payoff statement via CMS's Loan ServicingWebsite ("LSW")That day, CMS began the necessary actions required to provide you with apayoff statementOn February 8, 2015, CMS issued you the attached payoff statementproviding you with an amount of $2,good through April 1, On March 15, 2015,CMS received funds in the amount of $which satisfied the March 1, mortgagepayment and reduced your principal balance to $,932.30.On March 18, 2015, CMS received funds in the amount of $1,The same day, CMSapplied $1,to your principal balance, $was applied to the interest due, $waspaid towards the recording fee, and the remaining $was applied to your escrow account.This payment resulted in your loan being paid in fullCMS would like to take this opportunityto sincerely apologize for any inconvenience that you may have experienced while CMS workedto apply the funds in accordance with your instructions.Finally, while your complaint indicates that CMS has charged you for interest in advance, CMSrespectfully rejects such claim as your funds have been properly applied to your loan at this time.You also claim that CMS is holding $1,and you have been told that any payoff wouldresult in a refund being sent to you within sixty to ninety daysPlease note that and that yourescrow account now contains an escrow balance of $1,CMS is currently working toreconcile your loan and will issue you any refund that may be due to you within thirty days ofthe date that your loan was paid in full.Based on the foregoing, we believe the record is clear that upon discovering that CMS appliedfunds to advance the loan due date rather than to reduce your principal balance, CMS promptlyapplied the funds as you originally intendedIt is also clear that CMS issued you a payoffstatement within one day from the date the request was receivedShould you wish to furtherdiscuss any aspect of your loan, we encourage you to contact our Customer Service Departmentat *** *** for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at *** ***, Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely,*** ***Customer AdvocateCC: Revdex.com

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
The company states in the letter that I am not an applicantBoth my husband and I were applicantsShortly after I placed my complaint I received two identical letters from CMS: one addressed to myself and one addressed to my husbandThe company had still not released the appraisal to our new mortgage company which is again causing delays because we are having to order a new appraisal for the same propertyI am still requesting acknowledgement of their lack of communication and customer service in this processI also want reimbursed for the initial appraisal of $that they would not release to the new companyMy family and I should not be put through this stressWe are now in month five because of their carelessnessI will not let up or rest until this is resolvedI will continue to escalateI have held an escalation position within a large company before and I know how this is handled.
Regards,
*** ***

We have had our mortgage (not by choice) with Carrington since We have had several issues with them starting from them reporting late payments and adding on fees with no notice of a late bill or that the payment had changedThey have increased our mortgage payment by $a month because they apparently can't figure out how to escrow How in the world do you mess up that bad? We have called and they cannot explain it nor will the representatives who answer the phone allow us to speak to anyone who is a manager or executive to explain the situationThis is how people lose their homes! This has been the worst experience with a company we have ever had

I was also one of the super unluckysChase sold my mortgage to Carrington sometime in I'm never late and didn't have any real issues until recentlyLet me start off by saying ever since this company took over, my monthly payment has gone up about 15%, with no big change in taxes or insurance, so where is that money going?
comes around and my payment shoots up ANOTHER 20%! I dig deep into all the documents they have online and figured out on the new escrow analysis, they double charged me for taxesOkay, no big dealI'll pay this month extra and report the problem right nowThey were rude on the phone trying to say it wasn't their fault and put me on hold for about minutes just to come back and snap back that everything will be fixed and it could take daysNo apology or even being remotely nice about it
days later guess what? NO CHANGE! At this point I am lividI mean we are talking about someones mortgage payment being 20% more because of the company's errorI call in and was super nice to the rep and told them what happened and ask what the deal wasShe said she sees everything but looks like the rep never actually put in the request for the escrow analysisI asked for a supervisor so I could file a complaint against that first rep
This all happened yesterday so nothing is fixed yet but this company is a jokeI don't know what good this review will do since they have an A+ rating here with 96% negative reviews
On a side note, I was with Chase for years and received three surplus escrow checksI've been with Carrington about a year and a half now and no check but been paying 15% more the whole year with no increase in tax or insurance and I'm locked into a year rate

Carrington Mortgage is the worstThey are placing me in foreclosure but I havr paid them since Bank of America had them service my loanThese two companies work together to take your money by adding unknown fees that are unheared ofI am charged an inspection fee each month but no inspection has been doneI havr proof I havr paid them each month and they say I am months behind in payments but have over $in unapplied fundsWhy not apply that money to a payment and they sent me back a monthly payment as it did not have the fees includedThey are the worst and Bank od America is horrible as wellI need to savr my homr and they are doing nothing to assist and Im not brhind so how can they do thisI need help

March 15,
*** ** ***
*** *** *** ***
*** ** ***
RE: Complaint ID: ***
Loan
No.:
***
Property Address: *** *** *** ***, *** ** ***
Dear Mr***:
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 February 17,
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 CMS assessed a property inspection fee to your loan in the
amount of $15.00, and you are disputing this charge because you claim you made
your December 1, and January 1, payments timely to CMS in accordance
with the terms of an approved loan modification
At the outset, the servicing of
this U.SDepartment of Agriculture (“USDA”) insured loan transferred from *** *** *** *** (“***”) to CMS on or about October 2, 2015. At the time of the service transfer the loan
was contractually due for the September 1, payment. In addition, on August 24, 2015, ***
approved a Non-HAMP Loan Modification. Your
signed loan modification documents were received by *** on September 3, 2015,
but the system changes on the loan were not completed prior to the service
transfer to CMS
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 CMS requested property inspections on your loan pursuant to the loan servicing requirements
for this USDA insured loan. It is
important to note that the loan servicing of USDA insured loans requires CMS to
complete monthly inspections on loans that are thirty (30) days or more past
due in order to identify occupancy status and property condition; and to
determine if property preservation is required.
Accordingly, CMS requested property inspections on your loan when the
your showed a past due status. On
November 6, a property inspection was requested, and this inspection was
completed on November 28, 2015. A fee in
the amount of $was assessed to your loan on December 15, 2015. On December 6, another property
inspection was requested, and this inspection was completed on December 28,
2015. A fee in the amount of $was
assessed to your loan on January 29, 2016.
Additionally, our records show
that after the service transfer, the CMS Home Retention Department completed
its review of the approved loan modification in order to continue with the CMS
Loan Servicing System (“CLSS”) changes, and during this review a typographical
error was identified on the signed modification documents. The term date on the modification document
showed May 1, instead of November 1, 2043.
On November 9, 2015, a CMS Home Retention Specialist spoke with you and
informed you of this oversight, and also informed you that CMS was in the
process of correcting the modification document, and the corrected document would
require your signature. Subsequently, on
November 18, the CMS Home Retention Specialist called you to let you know
the corrected loan modification document was completed, and would be
forthcoming to you by federal express mail.
In addition, you were informed that you monthly payment amount would be
$beginning December 1, 2015.
Subsequently, on December 9,
2015, CMS received the corrected signed modification document. That same day, CMS received a payment from
you in the amount of $854.24, and this payment was applied to the suspense
account as the changes to the CLSS had not been completed. CMS completed the CLSS changes on January 6,
2016, and that same day CMS applied your December 1, payment in the amount
of $from suspense
Additionally, our records show
that CMS initially completed an Escrow Analysis on November 20, 2015. 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. This AEADS informed you that your monthly
payment would be changing from $to $beginning with your January
1, payment. On January 7, CMS completed
an updated Escrow Analysis due to the loan modification changes that were
completed on your loan on January 6, 2016.
That same day, CMS sent you an Annual Escrow Account Disclosure
Statement (“AEADS”). A copy is attached
for your ease of reference. The updated AEADS
informed you that your payment amount had changed from $to $
beginning with your January 1, payment.
Additionally, on January 7, 2016, CMS received a payment from you in the
amount of $and as this payment was less than the required monthly
payment of $901.27, this payment was applied to suspense. Subsequently, on January 28, CMS
received a payment from you in the amount of $and this sum was combined
with the funds in suspense to complete your January 1, payment. That same day, CMS applied your January 1,
payment from suspense in the amount of $901.27. Attached for your ease of reference is a
payment history that shows your payment transactions from February 1, to
March 4, 2016. As of the date of this
letter, your loan is contractually current and next due for the April 1,
payment in the amount of $
Based on the foregoing, we
conclude that the property inspections were completed in compliance with the loan
servicing requirements of this USDA insured loan, and in accordance with the
terms and conditions of your note. It is
important to note that CMS requested the two property inspections in question
appropriately based on the contractual due date of your loan at the time of
these requests. Nevertheless, we
acknowledge that these property inspections could have been avoided had the
modification been finalized in September with system changes being
completed in October as initially intended, as the contractual due date on
your loan would have changed to December 1, per the approved loan
modification. Therefore, CMS has agreed
to waive the property inspection fees in the amount of $30.00. We would like to take this opportunity not
only to express our sincere apologies for any inconvenience that you may have
experienced in this matter, but also to thank you for bring this matter to
CMS’s attention. CMS is always
interested in how we may improve service levels, and your feedback is
important.
We trust that this communication
addresses all of the concerns noted in the complaint. If you have any further questions, please
contact the undersigned at *** ***, Monday through Friday, 8:AM to
5:PM, Pacific Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For
inquiries and complaints about your mortgage loan, please contact our CUSTOMER
SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention:
Customer Service, *** *** *** *** ** ***, or by calling
***. Please include your loan number on all pages of correspondence.
The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll
free and you may call from 8:a.mto 8:p.mEastern Time, Monday through
FridayYou may also visit our website at https://carringtonms.com/
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from
personal liability on the mortgage because of bankruptcy proceedings and have
not reaffirmed the mortgage, or if you are the
subject of a pending bankruptcy proceeding, this letter is not an attempt to
collect a debt from you but merely provides informational notice regarding the
status of the loan If you are represented by an attorney with respect to
your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about
your account to credit bureausLate payments, missed payments, or other
defaults on your account may be reflected in your credit report As
required by law, you are hereby notified that a negative credit report reflecting
on your credit record may be submitted to a credit reporting agency if you fail
to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt
collector and it is for the purpose of collecting a debt and any information
obtained will be used for that purposeThis notice is required by the
provisions of the Fair Debt Collection Practices Act and does not imply that we
are attempting to collect money from anyone who has discharged the debt under
the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If
you would like counseling or assistance, you may obtain a list of HUD-approved
homeownership counselors or counseling organizations in your area by calling
the HUD nationwide toll-free telephone number at *** *** or toll-free
TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or
by going to ***
-EQUAL CREDIT OPPORTUNITY ACT
NOTICE-
The Federal Equal Credit
Opportunity Act prohibits creditors from discriminating against credit
applicants on the basis of race, color, religion, national origin, sex, marital
status, or age (provided the applicant has the capacity to enter into a binding
contract); because all or part of the applicant’s income derives from any
public assistance program; or because the applicant has, in good faith,
exercised any right under the Consumer Credit Protection ActThe Federal
Agency that administers CMS’ compliance with this law is the Federal Trade
Commission, Equal Credit Opportunity, Washington, DC
-SCRA Disclosure-
MILITARY
PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the
military, please contact us immediately.
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief. For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our
determination. You may request such
documents or receive further assistance by contacting Carrington Mortgage
Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
North
Carolina:
Carrington Mortgage Services, LLC
is licensed under the North Carolina Agency Permit No& and
North Carolina Secure and Fair Enforcement Mortgage Licensing Act*** *** *** *** *** *** * *** *** ** ***

Carrington Mortgage took over my mortgage from *** ** *** abruptly in March My credit score in March was around *** as we always pay our bills on timeI went to purchase a new car in June and was advised by the credit manager that my credit score has dropped to *** and needed a co-signerPer my credit report, all of my creditors reported current, but Carrington Mortgage had not reported to the credit bureaus ANY of the payments that we had made to them to date leaving a HUGE BLACK HOLE in my credit I contacted Carrington Mortgage and was given a double talk explanation that they do not report your first two months of payments and they had no explanation why the other two months had not been reportedThey advised me to FAX (not mail - not email) a letter explaining this with a copy of my credit report to "The Research Department" who "will get back to you.." I have yet to hear from Carrington Mortgage and now my July payment has not been reported A brief review of complaints online from others that had their mortgage transferred from *** to Carrington show others are experiencing the same reporting issuesI am now looking a legal options

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
Please understand, our home was NEVER REQUIRED to have flood insurance, we bought flood insurance because our home is very close to the marshWe have ALWAYS had the flood insurance impounded and paid through our escrow account Since you took it over you at first increased our mortgage as you felt there was not enough to cover the costs that were being paid out of our accountWe didn't complainThen you determined that you were not going to pay our flood insurance and that we would have to pay it ourselves which is due at the latest in OctoberAs this has always previously been paid through our escrow funds, you have put a hardship on us to come up with the funds in this short notice by declining to service our flood insurance payments because you found out that we are not required to maintain flood insuranceI was told nothing would change by you taking over our mortgage, but obviously it did!! If you insist on not paying our flood through escrow, the least you could do would be to send us the funds to do so, and adjust the payment as necessary so that you have sufficient funds to pay the rest of the escrow itemsWe would be able to pay the difference over several months rather than come up with a large chunk of money all at once.I don't understand how you can have no human understanding of what you are putting us throughOur credit is excellentWe have never been a credit problem to anyoneI understand you also service as a collection agent.....but you don't need to treat us like we are a risk! We are notWhat you are doing is not fair to usYou bought our mortgage, and you should continue to treat the mortgage as it was treated prior to buying itIf you insist on not doing that, the very least you could do is to not put us at a hardship and work with us over this time so that we are not being unfairly blindsided by something we had absolutely no control over!!!
Regards,
*** ***

October 23,
*** ** ***
*** *** ***
*** ** ***
RE: Loan
No.:
***
Property Address: *** *** *** *** ** ***
Complaint
I.DNo.: ***
Dear Ms***:
The *** *** 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 September
29, 2015. CMS is committed to
responsible lending and servicing and we would like to address any concerns you
may have. The following is our response
to the issue(s) raised in the inquiry
As we understand your complaint,
you state that after the servicing of your loan was transferred to CMS, your
monthly mortgage payment increased even though the interest rate on your loan is
fixedYou further claim that CMS has not provided you with an explanation as
to the reason your payment has increasedIn addition, you claim that CMS has provided
you with incorrect information regarding the requirements to establish reoccurring
Automatic Clearing House (“ACH”) payments for your loanYou also claim that
CMS has improperly assessed fees to your loan and has also misapplied funds
that you intended to be applied to escrowFinally, your complaint expresses
your dissatisfaction with the level of customer service you received from CMSIn
light of the above, you are requesting CMS to adjust your mortgage payments and
provide an explanation of charges
At the outset, please note that
the servicing of your Federal Housing Administration (“FHA”) insured loan was
transferred from *** ** *** *** (“***”) to CMS on April 2, 2015. On April 6, 2015, CMS issued you a Notice of
Service Transfer (“Hello Letter”) notifying you of the service transfer to
CMS. At the time of the service transfer
your loan was contractually current and due for the April 1, mortgage
payment in the amount of $1,599.38. This
payment consisted of a fixed principal and interest payment in the amount of
$and a monthly escrow collection in the amount of $
A review of our records found
that CMS initially spoke to you on April 15, 2015. During this phone conversation, the CMS
representative provided you with your new loan number and provided you with the
various payment options available to youThe following day, you contacted CMS
and requested that CMS send you an Auto Draft Authorization Form (“ADAF”) in
order to establish monthly reoccurring ACH payments for your loan.
That same day, CMS issued you the
attached blank ADAF form. CMS would like
to point out that the ADAF specifically states that your account must be
current pursuant to the terms of your Note/Mortgage before the automatic
payments will be permitted. At the time
the ADAF form was sent to you, your loan was contractually current and showing
due for the April 1, mortgage payment as outlined aboveOn May 6, 2015,
CMS received your initial completed ADAF form which was sent the appropriate department
to be processed in the order of receipt.
As of May 11, 2015, your loan was
still due for the April 1, 2015, payment and therefore was past due. For that reason, CMS ordered a property
inspection to determine whether the property was vacant in an effort to protect
the security interest in the property. A
copy of the property inspection is attached for your ease of reference. At 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 would go on to assess the
$property inspection fee to your loan on July 1,
Please note that CMS conducts
property inspections under such circumstances to ensure that the value of the
collateral is being preserved. Because this
property inspection was lawful as outlined within Section 7, Charges to
Borrower and Protection of Lender’s Rights in the Property of the attached
Security Instrument, CMS respectfully submits that the property inspection was
permissibly completed and the cost of $was lawfully passed along to
you. The pertinent information is
outlined below for your ease of reference
7, Charges to Borrower and Protection of
Lender’s Rights in the PropertyBorrower
shall pay all governmental or municipal charges, fines and impositions that are
not included in paragraph Borrower shall pay these obligations on time
directly to the entity which is owed the paymentIf failure to pay would
adversely affect Lender’s interest in the Property, upon Lender’s request
Borrower shall promptly furnish to Lender receipts evidencing these payments
If
Borrower fails to make these payments or payments required by paragraph 2, or
fails to perform any other covenant and agreement contained in this Security
Instrument, or these is a legal proceeding that may significantly affect
Lender’s right tin the Property (such as a proceeding in bankruptcy, for
condemnation or to enforce laws or regulations), then Lender may do and pay
whatever is necessary to protect the value of the Property and Lender’s rights
in the property, including payment of taxes, hazard insurance, and other items
mentioned in paragraph Any amounts disbursed by Lender under this
paragraph shall become an additional debt of Borrower and be secured by this
Security InstrumentThese amounts shall bear interest from the date of
disbursement at the Note rate, and at the option of Lender shall be immediately
due and payable(Emphasis added.)
On May 18, 2015, CMS reviewed
your initial ADAF request and issued you the attached letter notifying you that
CMS was unable to establish reoccurring ACH payments. You were notified that in order for CMS to
approve your request, your loan must be contractually current with no late
payments within the previous six months
On May 20, 2015, CMS completed an
initial escrow analysis for your loan and issued you the attached escrow
analysis notification. CMS performed this initial escrow analysis to
remain in compliance with the Real Estate Settlement Procedures Act (“RESPA”)
that requires an escrow analysis be completed within sixty days following a
service transfer. It is important to note that the analysis of your
escrow account does not in any way change your fixed interest rate of 4.7500%
and your monthly principal and interest payment of $remains unaltered
This escrow analysis projected total
annual escrow disbursements in the amount of $8,097.57, which included a hazard
insurance premium in the amount of $1,517.21, property taxes in the amount of
$4,660.84, and a FHA Mortgage Insurance Premium (“MIP”) in the amount of $1,919.52.
RESPA guidelines limit the amount of funds a loan servicer may require a
borrower to hold in an escrow account, commonly known as an escrow
cushion. Although 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 (not including the MIP) were projected to be
$6,178.05, your escrow account was required to have a minimum of $1,at
all times. 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 would have a deficit of $in May 2016. Because you are required to have $1,in
your escrow account at all times, CMS determined that your escrow account would
contain an escrow shortage in the amount
of $1,at that time ($plus $1,equals $1,517.72)
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
If 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 ***
In order to prevent any undue hardship,
CMS spread the escrow shortage of $1,over a period of twelve months
which increased your monthly mortgage payment from $1,to $1,
effective with the July 1, mortgage payment.
For your ease of reference, a breakdown
of the July 1, mortgage payment is outlined below
Principal and
Interest: $
Base
Escrow Collection: $ 674.79 ($8,
divided by 12)
Monthly
Escrow Shortage: $ ($1,divided by 12)
July
1, Payment $ 1,
On June 5, 2015, CMS spoke with
you and during this phone conversation you inquired as to why CMS’s Loan
Servicing Website (“LSW”) would not allow you to make the past due
payments. At the time of this
conversation, your loan was contractually in default and showing due for the
April 1, mortgage payment. The CMS
representative notified you that your LSW account was locked because of the
fact that your loan was three months past due.
You advised the CMS representative that you would bring your loan
current at your earliest convenience.
The CMS representative then informed you that you could submit a new
ADAF to CMS via fax
On June 8, 2015, CMS reviewed
your second ADAF and because your loan was not yet contractually current and
was still showing due for the April 1, mortgage payment, CMS issued you
the attached letter again declining your request to establish reoccurring ACH
payments. On June 11, 2015, CMS received
$3,from you, an amount that was sufficient to bring your loan
contractually current and showing due for the July 1, mortgage payment
On June 29, 2015, CMS spoke to
you and during this phone conversation you requested to spread the escrow
shortage over a period of thirty six (36) months to assist you in reducing your
monthly mortgage payments. That same
day, CMS received your new ADAF form in order to establish reoccurring ACH
drafts from your bank account
In an effort to assist you, CMS
completed a new escrow analysis on June 30, and issued you the attached
escrow analysis notification that same day.
This new escrow analysis projected total annual escrow disbursements in
the amount of $8,097.57. The projected
escrow shortage of $1,was spread over a period of thirty six months and
resulted in a decrease to your monthly mortgage payment from $1,to
$1,effective with the July 1, mortgage payment. For your ease of reference, a breakdown of
the reduced July 1, mortgage payment is outlined below
Principal and
Interest: $
Base
Escrow Collection: $ 674.79 ($8,
divided by 12)
Monthly
Escrow Shortage: $
42.15 ($1,
divided by 36)
July
1, Payment $ 1,
On June 30, 2015, CMS’s Customer
Service Research Department received an inquiry from you requesting CMS to
provide you with an explanation as to how CMS determined that your escrow
account contained a shortage.
On July 2, CMS approved your
loan for reoccurring ACH payments because your loan was contractually currentA review of your ADAF shows that you selected
the biweekly drafting option. The fist
ACH draft was scheduled to occur on July 24, in the amount of $824.59, with
the following draft scheduled for August 7, in the amount of $
These combined biweekly ACH drafts would satisfy the August 1, payment of
$1,CMS is uncertain as to why
you believe that CMS advised you that your ADAF was required to be sent to CMS
via fax as CMS in fact processed your faxed ADAF request once your loan was
contractually current
On July 8, 2015, CMS’s Customer
Service Research Department issued you the attached response to the inquiry
received on June 30, 2015. As you may
recall, this response letter provided you with an explanation as to how CMS
determined your escrow account contained an escrow shortage. While CMS apologizes if the letter did not
provide you with a more extensive explanation, the letter did advise you to
contact CMS’s Customer Service Department at *** *** if you had any
further questions or concernsOn July 17, 2015, you spoke with CMS and
reviewed the scheduled mortgage payments and escrow changes
On September 16, CMS
received an updated insurance policy on your propertyThe policy was from *** *** ***, policy number *** in the amount of $1,194.00. The policy was effective from August 24,
through August 24,
On September 18, 2015, you spoke
with CMS to inquire why your payment had not decreased as you stated that your
yearly insurance premium had decreasedYou also stated you had received an
insurance refund check from your previous insurance company, in the amount of
$CMS informed you that due to the shortage in your escrow account the funds
needed to be remitted to CMS to be applied to your escrow account
Furthermore, the CMS
representative reviewed the escrow shortage and analysisThe CMS
representative offered to accept a Check by Phone on this day for the insurance
refund of $You stated that you would rather schedule a payment for the insurance
refund through the LSWYou then scheduled a payment on the LSW in the amount
of $to be applied to your escrow accountThe CMS representative ordered
a new escrow analysis in anticipation of the additional escrow payment of
$860.00, and the decrease in your insurance premiumIt was also during this
conversation that the CMS representative explained the property inspection fee
of $
On September 18, 2015, due to an
internal clerical error, your $payment was applied to the October 1,
mortgage payment in the amount of $824.59, towards principal curtailment
in the amount of $15.42, and towards the outstanding property inspection fee in
the amount of $20.00, instead of being applied toward your escrow account as
you had desired
On September 22, due to the
decrease in your insurance premium, CMS completed a new Annual Escrow Account
Disclosure Statement (“AEADS”) effective with the November 1, payment
Unfortunately, because the LSW payment
you scheduled on September 18, in the amount of $was applied
incorrectly, the escrow analysis was inaccurateCMS would like to take this
opportunity to thank you for bringing this issue to our attention and apologize
for any inconvenience this inadvertent error may have caused you
On September 28, 2015, you spoke
with CMS to inquire about the LSW payment you scheduled in the amount of
$CMS identified that the funds had not been applied to your escrow
account, and the CMS representative submitted a request to have these funds reversed
and applied to your escrow accountThe CMS representative also ordered a new
escrow analysis be completed on your loanOn September 29, 2015, CMS reversed the
payment in the amount of $860.00, and re-applied these funds to your escrow
account
On October 8, CMS
re-analyzed your loan in order to account for the additional escrow payment
made and the decrease in your insurance premiumOn this same day, CMS sent you
an AEADSFor your ease of reference,
attached hereto as Exhibit “B” please find a copy of the October 8, AEADS
The purpose of the October 8, AEADS
was to advise you of your projected escrow activity for your escrow cycle
beginning November 1, and ending October 31,
More specifically, the October 8,
AEADS projected that your yearly county taxes would be $4,660.84, your
yearly mortgage insurance premium would be $1,882.56, and your yearly
homeowners insurance premium would be $1,Correspondingly, your total
disbursements for your escrow cycle beginning November 1, and ending
October 31, were calculated to be $7,737.40, which if spread over a twelve
(12) month period is equal to approximately $every month. This analysis decreased your monthly payment
from $1,to $1,effective with the November 1, payment
As of the date of this letter
your loan is current and contractually due for the November 1, payment in
the amount of $1,A Property Inspection fee in the amount of $is
still showing due on your loan and remains due and payable
Lastly, CMS would like to take
this opportunity to thank you for your feedback in which you acknowledged the
pleasant demeanor of the CMS representatives with whom you spokeOur CMS
representatives work very hard to be helpful in assisting borrowers with their
mortgage needs, and we sincerely apologize if CMS’s level of customer service
did not meet your expectations.
As a result of our investigation CMS
apologized for any inconvenience that you may have experienced in connection
with the misapplication of your payment dated September 18, 2015. We respectfully submit that CMS corrected
this issue promptly once we became aware of the errorFurther, as previously
stated, collection of the cushion is permitted by law and common within the
mortgage industryTherefore, CMS will continue to comply with federal law and
collect the allowable escrow cushion
Lastly,
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 *** ***
We trust that this communication
addresses all of the concerns noted in your complaintIf you have any further
questions, please contact the undersigned at *** ***, Monday through
Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ***
*** ***
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please
contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage
Services, LLC, Attention: Customer Service,
*** *** *** *** ** ***, or by calling ***. Please
include your loan number on all pages of correspondence. The CUSTOMER
SERVICE DEPARTMENT for Carrington Mortgage Services,
LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time,
Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If
you have been discharged from personal liability on the mortgage because of
bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding,
this letter is not an attempt to collect a debt from you but merely provides
informational notice regarding the status of the loan If you are
represented by an attorney with respect to your mortgage, please forward this
document to your attorney
-CREDIT
REPORTING-
We
may report information about your account to credit bureausLate payments,
missed payments, or other defaults on your account may be reflected in your
credit report As required by law, you are hereby notified that a
negative credit report reflecting on your credit record may be submitted to a
credit reporting agency if you fail to fulfill the terms of your credit
obligations
-MINI
MIRANDA-
This
communication is from a debt collector and it is for the purpose of collecting
a debt and any information obtained will be used for that purposeThis notice
is required by the provisions of the Fair Debt Collection Practices Act and
does not imply that we are attempting to collect money from anyone who has
discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a
list of HUD-approved homeownership counselors or counseling organizations in
your area by calling the HUD nationwide toll-free telephone number at (800)
569-or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or
by going to ***
-EQUAL
CREDIT OPPORTUNITY ACT NOTICE-
The
Federal Equal Credit Opportunity Act prohibits creditors from discriminating
against credit applicants on the basis of race, color, religion, national
origin, sex, marital status, or age (provided the applicant has the capacity to
enter into a binding contract); because all or part of the applicant’s income
derives from any public assistance program; or because the applicant has, in
good faith, exercised any right under the Consumer Credit Protection ActThe
Federal Agency that administers CMS’ compliance with this law is the Federal
Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA
Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member
of the military, please contact us immediately.
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief. For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at ***
-NOTICES OF ERROR AND
INFORMATION REQUESTS-
You have the right to request documents we relied
upon in reaching our determination. You
may request such documents or receive further assistance by contacting
Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.My loan was transfered from *** to Carrington Home LoanI never received any documentation notifying me of the changeI never recieved any documentation with the list of charges, fees, or items that have changed on the accountI was not provided in writing with a formal notice of account changes or payment addresses or statementsI have updated my address times to reflect *** *** *** *** *** *** ** *** and the address was still showing incorrect as of (12/8/i have been asked to updte times because it continues to show incorrect)i escalated to a supervisor and the address still seemed to be mistakeni atttempted to make a payment on 10/(the last date the payment was due on the website and the payment was returned due to invalid account numberi have requested that the late fee and return check fee be waived since I had not been provided with written notice of the change and had attempted to make the payment to keep the account in good standingthe website is not user friendly, the payment option directs you to a third party payment option or at least it seems that way because it is a pop upnumerous calls have been made requesting the credit and no resolution has come aboutPlease issue the creditsI had never been late in the years prior to the transferAlso, the fee structure is not clearly outlined anywhere on the website and has not been furnished to me upon requestThis is in violation of federal regulations as outlined by the federal consumer laws regarding service transfersThey do not provide a free service for people that have DyslexiaThe system is not user firendlyAlso, they have provided different information every timewhen I called in recently they told me that the payment was late as of the 15th of every monththis is not true but that is what the person on the phone insisted despite everyone else saying it was the 16th.I would like the fee to be wiaved as well as the late charge that was assigned to the account
Regards,
*** ***