Carrington Mortgage Services LLC

I applied for a mortgage loan in October for a property I wanted to purchase at [redacted] ***, [redacted] ***I received an email on October 20th that the loan was approved (loan number [redacted] ) so I signed all the disclosuresame to proceedI was ordered to do an appraisal, inspection, winterization which required all utilities to be turned on so I connected electric, gas and waterI also had to purchase home owners insurance which I didAll underwriting conditions were met and submitted, final conditions submitted on November 23rd and loan was supposed to be closed on November 30th .I extend my contract three times because nobody will read my loan and issue a clear to close till todayI am been asked to move out of my current residence I occupy with my wife and kids because my current resident has a new owner and I was under the intention my loan will be closed on November 30thThis has caused a great hardship on my and my family as we are about to be homeless with no house

April 13, [redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] ***, [redacted] Complaint No.: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on March 25, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As you are aware, our Customer Advocate Department originally received an identical inquiry from you via the Consumer Financial Protection Bureau (“CFPB”) March 25, which raises the very same issues as this complaintAccordingly, the loan was researched and a response was sent to you by CMS via the CFPB Portal on April 13, A copy of that response is included here for your ease of reference After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most recent correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is requiredMoreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims Please note that pursuant to CFPB guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -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 -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, [redacted] ***, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -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 [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***, [redacted] ***

January 20, [redacted] ** [redacted] RE: Complaint No.: [redacted] Loan No.: [redacted] Property Address: [redacted] ***, [redacted] ** [redacted] Dear Mr [redacted] and Ms [redacted] : 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 January 4, 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 has inaccurately reported your loan to the credit agencies You go on to explain that you discovered this reporting error while shopping, and that the credit consultant assisting you informed you that your credit report was showing this loan had not been current since August In addition, you claim that when you called CMS to resolve this error, the CMS Representative was not helpful in providing you an acceptable resolution on this matter At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“***”) to CMS on or about April 2, At the time of the service transfer the loan was showing contractually due for the April 1, payment While CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date Upon review, our records show that on April 18, CMS sent you a billing statement Subsequently, on April 24, CMS received a payment from you in the amount of $4,100.00, and this payment was applied to your April 1, payment in the amount of $4,and $to principal curtailment On April 27, 2015, you called CMS and during this call you informed the CMS representative that you had sent your April 1, payment to the prior servicer but, that you had received the CMS billing statement and that you would be sending your payments to CMS going forward Thereafter, on May 14, 2015, CMS received another payment from you in the amount of $4,050.00, and this payment was applied to your May 1, payment in the amount of $4,045.92, and $was applied to principal curtailment Also on May 14, CMS sent you a billing statement that showed the details of this payment transaction and the next payment due on June 1, in the amount of $4, For your ease of reference attached is a copy of this statement On May 27, 2015, an Escrow Analysis was completed This Escrow Analysis was completed as part of the post service transfer requirements mentioned above That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”) that informed you that your monthly payment would change from $4,to $4,beginning with your August 1, payment Attached for your ease of reference is a copy of this AEADS Subsequently, on June 15, 2015, CMS received a payment from you in the amount of $4,100.00, and this payment was applied to your June 1, payment in the amount of $4,045.92, and $was applied to principal curtailment On that same day, CMS sent you a billing statement that showed the details of this payment transaction and the next payment due on July 1, in the amount of $4, For your ease of reference attached is a copy of this statement On July 16, 2015, CMS received another payment from you in the amount of $4,050.00, and this payment was applied to your July 1, payment in the amount of $4,045.92, and $was applied to principal curtailment On that same day, CMS sent you a billing statement that showed the details of this payment transaction and the next payment due on August 1, in the amount of $4, For your ease of reference attached is a copy of this statement On August 14, 2015, CMS received a payment from you in the amount of $4,200.00, as this payment was short of the full payment amount of $4,375.62; this payment was applied to the suspense account Subsequently, on August 18, 2015, CMS sent you a billing statement that showed this payment transaction and that your loan was still due for the August 1, payment For your ease of reference attached is a copy of this statement In addition, CMS also sent you a letter that a late fee had been assessed to your loan because the August 1, payment had not been received Attached for your ease of reference is a copy of this letter As no response was received from you, on September 1, 2015, CMS sent you another notice informing you that your payment in the amount of $4,was short of the amount due on your loan Attached for your ease of reference is a copy of this letter On September 6, 2015, CMS sent you a Notice of Intent to Foreclose (“NOI”) This notice explained that the loan was in default for the nonpayment of the May 1, contractual payment and provided the required amount of $8,less $4,in suspense to cure the delinquency A copy of this notice is attached for your ease of reference On September 15, 2015, you called CMS and during this call you indicated that you had received an NOI and that you were upset and did not understand why you were receiving this notice since you had paid your August 1, payment timely The CMS Representative explained that the payment received on August 14, in the amount of $4,was short of a full monthly payment amount of $4,and therefore, this payment had been applied to suspense As such, your loan was showing contractually due for the August 1, and September 1, payments in the amount of $4,each, plus a late fee in the amount of $for a the total amount due of $8,926.26, and a credit in the amount of $4,in suspense You indicated that you were unaware of a payment amount change and asked why the payment had changed The CMS Representative explained that the payment change was due to an Escrow Analysis that had been completed by CMS on May 27, 2015, and that an AEADS explaining the payment change had been sent to you that same day The CMS Representative explained in detail the AEADS calculations, total disbursement amounts, escrow shortage and breakdown of the monthly payment effective August You indicated that your husband paid the bills and he never opened the mail, therefore, you were unaware of the payment change You asked the CMS Representative if you could pay the shortage using a credit card as you wanted to pay the payment shortage over the phone The CMS Representative explained that a payment by phone could only be accepted using a checking or savings account You also informed the CMS Representative that your husband had already mailed the September 1, payment in the amount of $4,300.00; therefore, you also wanted to add the amount needed to complete the September 1, payment That same day, the CMS Representative accepted and processed a payment by phone in the amount of $251.24, and this payment was applied to suspense Later that same day, CMS applied from suspense your August 1, payment in the amount of $4,375.62, and $remained in suspense Subsequently, on September 16, CMS received your payment in the amount of $4,300.00, this sum was combined with the funds in suspense to complete and apply your September 1, payment in the amount of $4, Moreover, the records show that your payments for October 1, through January 1, were all received and applied to your loan within the fifteen (15) day grace period As of the date of this correspondence, your payment history reflects that your account is paid through January 1, and due for the February 1, payment in the amount of $4, For your ease of reference, attached please find a copy of a twenty-four (24) month payment history and account balances along with the transaction codes and definitions Based on the foregoing, we conclude that the information reported to the credit agencies as of January 19, properly reflects your loan information and status CMS is obligated by federal law to provide timely and accurate credit reporting regarding the current loan status, payment history and loan information We are, therefore, unable to make the requested changes to the reported information It is important to note that despite the fact that you made a payment to CMS on August 14, 2015, this payment was short of the full monthly payment amount, and therefore, this payment could not be applied as your August 1, payment Additionally, the balance to complete the August 1, payment was received by CMS on September 15, 2015, and that is the date CMS applied your full August 1, payment to your loan, which was forty-five (45) days after the contractual due date In closing, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] 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, [redacted] ***, or by calling [redacted] 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 [redacted] -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 [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -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 [redacted] -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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** New York: New York City Department of Consumer Affairs License Number [redacted] This Collection agency is licensed by the City of Buffalo license numbers: [redacted] & [redacted] City of Yonkers Debt Collection Agency License Number: [redacted] For New York residents: You may file complaints about CMS with the New York State Department of Financial ServicesYou may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at [redacted] Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services

October 5, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] *** [redacted] *** [redacted] [redacted] *** [redacted] Dear Mrand Mrs [redacted] : 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 September 13, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that you applied for mortgage assistance and CMS approved you for a loan modification You also state that you were advised by CMS that the loan modification would be completed within ten days, but you never received a response You further state that you received a notice from CMS stating the modification was cancelled because there was lien against your property, but you claim you were not aware of such lien CMS then provided you only thirty days to clear up the lien After being unable to clear the lien within the allotted time, you were forced to reapply for mortgage assistance You claim that you submitted the required documents on numerous occasions only to be told that CMS did not receive the documents You express dissatisfaction with the customer service that you have received from CMSYour desired resolution is for CMS to review and approve your loan for mortgage assistance to maintain ownership of your property At the outset, please note that the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] ) to CMS on July 1, On July 11, 2016, CMS issued the attached Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer to CMS The Hello Letter provided you with your new CMS loan number and outlined multiple options to make same-day mortgage payments to CMS At the time of the service transfer, your account was contractually delinquent and showing for the March 1, payment of $1,578.83, with an unapplied balance of $ On September 14, 2016, CMS received funds in the amount of $8, That same day, CMS reversed $from unapplied funds and applied these funds along with the $8,that was received earlier that day to the March 1, through July 1, mortgage payments of $1,each Of the amount remaining after the application of such payments, $was applied toward an outstanding late charge and $was placed in an unapplied status After the application of these funds, the account was still delinquent for the August 1, and September 1, mortgage payments in the amount of $4,with an unapplied balance of $ Because your loan was still delinquent for the August 1, and September 1, mortgage payments, on September 15, 2016, CMS sent the attached Notice of Default and Intent to Foreclose (“NOI”) to you The amount to cure the delinquency at that time was $4,009.53, less an unapplied balance of $ In addition, because the loan is FHA insured, federal regulations require CMS to provide notice when the loan is in default and to make efforts to cure the default prior to the acceleration of the loan and the initiation of foreclosure proceedingsSee C.F.R § Thus, CMS mailed the attached FHA 32nd Day Delinquent Notice (“FHA Letter”) to you on September 15, notifying you that the loan was in default for the payments due on August 1, and September 1, totaling $3, The FHA Letter also requested that you contact CMS to discuss workout options That same day, CMS sent a mortgage assistance solicitation to you outlining the various no-cost loss mitigation programs that are designed to assist borrowers seeking to avoid losing a home to foreclosure Because you did not cure the delinquency within the required timeframe reflected in the September 15, NOI, the loan was reviewed and approved for foreclosure on November 21, The loan remained contractually delinquent and due for the August 1, mortgage payment at the time of the foreclosure referral On January 20, 2017, CMS sent another solicitation to you outlining the various no-cost mitigation programs that were designed to assist borrowers seeking to avoid losing a home to foreclosure On February 8, 2017, CMS received an initial request for mortgage assistance from you After an initial review, CMS determined that your application was complete and submitted your application to the Underwriting Department for further review the following day Accordingly, CMS mailed the attached Acknowledgement Notice to you on February 10, notifying you that your completed mortgage assistance application was received On March 10, 2017, CMS completed the mortgage assistance review and determined that you were eligible under the Federal Housing Administration Home Affordable Modification Program (“FHA-HAMP”) and you were approved for an FHA-HAMP Standalone Trial Period Plan (“TPP”) The attached FHA-HAMP TPP was sent to you on March 10, and required you to make three consecutive monthly payments of $1,commencing on April 1, It is important to note that CMS reviewed your account for other retention options CMS determined that you were ineligible for an Unemployment Forbearance Plan because your hardship reason was not directly related to a loss of income due to unemployment CMS also determined that you were ineligible for a Repayment Plan because 85% of your surplus income was not sufficient to cure the delinquency within a six month period Furthermore, CMS also determined that you were ineligible for an FHA Standard Loan Modification or an FHA-HAMP Standalone Partial Claim because CMS would have to defer a portion of your unpaid principal balance beyond the allowable limits of the program guidelines Accordingly, the attached Loss Mitigation Evaluation Notification was sent to you that same day On March 28, 2017, CMS received the first TPP payment of $1,from you On March 30, 2017, in accordance with FHA requirements, CMS ordered a title search to confirm there were no outstanding liens on the subject property FHA guidelines prohibit modification of a loan where other outstanding liens are recorded against the propertyOn April 14, 2017, CMS was notified that a Notice of Assessment lien in the amount of $6,had been filed against you in favor of [redacted] *** Association, Inc That same day, a Home Retention Department (“HRD”) representative attempted to contact you to determine whether you would be able to obtain a Payoff Ledger and a completed WForm from your homeowners association (“HOA”) Because there was no answer the HRD representative left a message on your voicemail On April 19, 2017, the HRD representative attempted to contact again Because there was no answer, the HRD representative left a message on your voicemail On April 20, 2017, you contacted CMS to inquire the reason a message had been left on your voicemail The HRD representative advised you of the lien and inquired whether you could obtain a Payoff Ledger and WForm from your HOA You informed the HRD representative that you were currently out of town; however, you indicated you would attempt to contact your HOA on April 24, On April 24, 2017, CMS received your second TPP payment in the amount of $1, The following day, CMS received a Payoff Ledger in the amount of $5,and a Wfrom your HOA On May 2, 2017, CMS sent a check in the amount of $5,to [redacted] Association, Incvia overnight delivery to satisfy the Assessment lien on the subject property On June 5, 2017, CMS received an unrecorded Discharge of Assessment Lien (“Discharge”) from you On June 19, 2017, CMS received the final TPP payment in the amount of $1, Accordingly, the file was submitted to the Underwriting Department for final review the following day On June 21, 2017, an HRD representative contacted you to advise you that CMS needed a recorded copy of the Discharge You advised the HRD representative that you would attempt to go to the recorder’s office to have the Discharge recorded Once the Discharge was recorded, you would forward a copy to the HRD representative On June 23, 2017, CMS received a copy of the recorded Discharge That same day, CMS forwarded the copy of the recorded Discharge to the Title Company to determine if the title report could be revised to remove the lien On July 5, 2017, CMS was notified that the lien in favor of [redacted] Association, Inchad been satisfied; however, CMS was informed at that time that the title report showed a state tax lien in the amount of $1, Accordingly, CMS sent the attached Title Curative Notice to you later that day advising that title report had uncovered a potential title issue and encouraged you to immediately contact CMS Still later that day, you contacted CMS to obtain a status on the review for mortgage assistance The HRD representative reviewed your account and informed you that the title report was showing a state tax lien in the amount of $1, You advised the HRD representative that you had no knowledge of the lien and inquired the reason why CMS had not previously advised you of the lien The HRD representative advised you that CMS was made aware of the lien earlier that day You informed the HRD representative that you would be contacting the state to determine whether the lien was owed by you On July 7, 2017, CMS sent the attached HAMP Non-Approval Notice to you advising you that CMS was unable to offer you mortgage assistance under HAMP because you had unpaid liens and/or judgments that were not paid in full or released The following day, CMS sent the attached Cancellation Notice advising you that CMS had cancelled the mortgage assistance review because you had unpaid liens and/or judgments on title that had not been paid or released It is important to note that CMS prematurely cancelled the mortgage assistance review as it did not provide you sufficient time for you to clear up the title issue CMS sincerely apologizes for any inconvenience this inadvertent error may have caused you On July 17, 2017, you contacted CMS to state that you had just received the Cancellation Notice advising you that CMS had cancelled the mortgage assistance review The HRD representative reviewed your account, and with the assistance of an HRD supervisor determined that the mortgage assistance review had been cancelled in error The HRD representative informed you that CMS would re-open the mortgage assistance review and encouraged you to contact CMS in a couple of days to confirm the mortgage assistance review had been re-opened You informed the HRD representative that you were in the process of gathering the necessary funds to satisfy the state tax lien Later that day, CMS re-opened the mortgage assistance review On July 19, 2017, you contacted CMS to determine whether CMS had re-opened the mortgage assistance review The HRD representative reviewed your account and informed you that CMS had re-opened the mortgage assistance review and would continue to review your account for mortgage assistance During this telephone conversation the HRD representative apologized to you for any confusion and inconvenience that CMS’s inadvertent error may have caused you On July 31, 2017, you contacted CMS to confirm that CMS had re-opened the mortgage assistance review and to advise CMS that you had sent a payment to the state for the state tax lien earlier that day The HRD representative reviewed your account and informed you that the loan was in active review for mortgage assistance The HRD representative also advised you that CMS must receive the recorded Release of Lien (“ROL”) by August 5, or the mortgage assistance would be closed You became upset and advised the HRD representative that you were not certain that you would have the recorded ROL by August 5, and demanded to speak with a supervisor As you requested, the HRD representative transferred your telephone call to an HRD supervisor for further review You informed the HRD supervisor that you had sent the funds to the state to satisfy the state tax lien earlier that day; however, you were uncertain that you would the recorded ROL by August 5, as required by CMS The HRD supervisor informed you that CMS had re-opened the mortgage assistance review and was allowing thirty days from the date the Title Curative Notice was sent to you and that CMS needed the recorded ROL by August 5, or the file could be denied The HRD supervisor further advised you that if the mortgage assistance review was denied, you could still re-apply for mortgage assistance as long as CMS received a complete mortgage assistance package at least thirty-seven days prior to a scheduled foreclosure sale date On August 3, 2017, CMS sent the attached Cancellation Notice to you advising you that CMS had cancelled the mortgage assistance review because you had unpaid liens and/or judgments on title that had not been paid or released It is important to note that CMS prematurely cancelled the mortgage assistance review as you had been previously advised that you had until August 5, to provide proof that you had satisfied the state tax lien CMS sincerely apologizes for any inconvenience this inadvertent error may have caused you On August 14, 2017, CMS received a new request for mortgage assistance from you However, after a preliminary review, CMS determined that your application was incomplete Accordingly, on August 17, 2017, CMS sent the attached Initial Application Acknowledgement Notice – Incomplete Notification (“IAAN-IN”) to you The IAinformed you that the following documentation needed to be received no later than September 1, in order for CMS to process your request and determine your eligibility: two months bank statements with the expenses listed in the Request for Mortgage Assistance (“RMA”) application being circled and a letter of explanation regarding the number of occupants in your home The following day, CMS contacted you to inform of the missing documents You informed the HRD representative that you would gather the requested information and forward them to CMS right away The HRD representative encouraged you to follwith CMS two to three days after you sent the requested information to confirm CMS received your information On August 22, 2017, CMS received additional documents that consisted of copies of your bank statements and utility bills On August 26, 2017, CMS reviewed the documents received on August 22, and determined that your application was complete That same day, CMS submitted your application to the Underwriting Department for further review On August 28, 2017, you contacted CMS to obtain a status on the review for mortgage assistance The HRD representative reviewed your account and advised you that your application was submitted to the Underwriting Department for further review on August 26, and that a decision could take up to thirty days On August 29, 2017, CMS contacted you to again advise you that your mortgage assistance application was submitted to the Underwriting Department on August 26, The HRD representative also reminded you that the process could take up to thirty days and encouraged you to call CMS on a weekly basis for updates You thanked the HRD representative for the update and stated that you would follon a weekly basis On August 31, 2017, your file was returned from the Underwriting Department because it was determined that your application was incomplete as it did not contain legible copies of paystubs for both borrowers and an explanation regarding the $9,that was reflected in one of your paystubs Later that day, you contacted CMS to obtain a status on the review for mortgage assistance The HRD representative reviewed your account and advised you that earlier that day, the file was returned from the Underwriting Department because CMS needed legible copies of paystubs for both borrowers The HRD representative also advised you that the Underwriting Department also needed a letter of explanation regarding the $9,that was reflected in one of your paystubs You informed the HRD representative that you were looking at the copies of the paystubs you had previously sent and there was nothing wrong with them The HRD representative advised you that the Underwriting Department determined that they not legible and was requesting that you re-send the copies of the paystubs You then requested to speak with a supervisor As you requested, the HRD representative transferred your telephone call to an HRD supervisor for further review The HRD supervisor reviewed your account and informed you that the Underwriting Department had returned the file earlier that day due to the paystubs not being legible The HRD supervisor reviewed your file and determined that copies of some of the paystubs had been cut off, and the first name was missing on another paystub The HRD supervisor advised you that CMS needed to confirm to whom the paystubs belonged You then began to abuse the HRD supervisor and wanted to know the reason CMS was not reviewing your application in a timely manner The HRD supervisor informed you that CMS reviews the applications in the order in which they are received and the review process can take up to thirty days You then requested the President’s name and contact information The HRD supervisor offered to transfer your call to her manager for further assistance; however, you refused You then informed the HRD supervisor that you had the name and contact information for our President and you would be contacting him directly You then terminated the telephone call On September 1, 2017, CMS sent the attached Incomplete Package Notice (“IPN”) to you The IPN informed you that the following documentation needed to be received no later than September 16, in order for CMS to process your request and determine your eligibility: copies of paystubs for both borrowers (one full month showing year to date earnings) and a letter of explanation regarding the $9,reflected in one of your paystubs On September 12, 2017, you contacted CMS to inquire the status of the review for mortgage assistance The CMS representative reviewed your account and informed that CMS was still waiting on you to provide copies of paystubs and a letter of explanation You informed the CMS representative that you had emailed the information to CMS on September 1, The CMS representative was able to locate your September 1, email; however, she was unable to open the attached link You became upset and requested to speak with a supervisor The CMS representative informed you that the call would be transferred to the Customer Service Escalation Team for further assistance As you requested, your call was transferred to the Customer Service Escalation Team wherein you spoke with a senior customer service specialist The senior customer service specialist reviewed your account and located your September 1, email The senior customer service specialist was also unable to open the attached link The senior customer service specialist apologized for the inconvenience and requested that you resend the requested documents The senior customer service specialist advised you that she would monitor your account and would contact you once she confirmed the requested information was received Later that day, CMS received additional documents that consisted of copies of your paystubs and a letter of explanation regarding the $9,reflected in one of the paystubs On September 15, 2017, the senior customer service specialist contacted you to advise you that CMS had received the documents you had sent on September 12, and encouraged you to follon a weekly basis On September 19, 2017, CMS reviewed the documents received on September 12, and determined that your application was complete That same day, CMS submitted your application to the Underwriting Department for further review On September 25, 2017, you contacted CMS to obtain a status on the review for mortgage assistance The HRD representative reviewed your account and informed you that the application was still under review by the Underwriting Department and encouraged you to follwith CMS on a weekly basis On September 28, 2017, CMS completed the mortgage assistance review and determined that you were ineligible for an Unemployment Forbearance Plan because your hardship reason was not directly related to a loss of income due to unemployment CMS also determined that you were ineligible for a Repayment Plan because 85% of your surplus income was not sufficient to cure the delinquency within a six month period Furthermore, CMS also determined that you were ineligible for an FHA Standard Loan Modification or an FHA-HAMP Standalone Partial Claim because CMS would have to defer a portion of your unpaid principal balance beyond the allowable limits of the program guidelines Accordingly, the attached Loss Mitigation Evaluation Notification was sent to you that same day However, CMS did determine that you were eligible for an FHA-HAMP Standalone TPP The attached FHA-HAMP TPP was sent to you on September 29, and requires you to make three consecutive monthly payments of $1,commencing on November 1, On October 2, 2017, you contacted CMS to obtain a status on the review for mortgage assistance The HRD representative reviewed your account and informed you that you were approved for an FHA-HAMP Standalone TPP and that the agreement was sent to you on September 29, via the United States Postal Service (“USPS”) The HRD representative advised you to review the agreement and to return the signed agreement prior to the first TPP payment due date You informed the HRD representative that you would look out for the agreement in the mail and return it as soon as possible 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 Again, CMS apologizes for any inconvenience you may have experienced due to early cancellations of the review of your mortgage assistance applications Nevertheless, we find that CMS has followed FHA guidelines in requiring clear title on your loan, and in requiring clear, legible copies of supporting documentsPlease 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 (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 Research Department, 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 complaint If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com

I have two claims to get my house fix from water damage and vandalizismI sent the checks to them because they were endorsed to both of us in order for the contracter to get startedI sent the checks in a two days shipping evelope to return the checks back to meI called them with no return phone call because I tracked the evelope that they were suppose to return the money backI called the next day and finally talked to a lady named [redacted] in Loss Draft and she told me at first that they could not send the money back and they deposited it in my escrow accountI told her I needed that money to get the floor in my kitchen fixed that I could fall thru the floorShe said it was too much in amount but it was two seperate claims and two seperate checksShe then figured that someone had keyed it in wrong and then I needed to fax the actual report from my insurance companyI did that on sat with a cover letter for her to please call me to let me know if she received them or notOf co

Dear Mr [redacted] :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 January 15, 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 your inquiry.As we understand your complaint, you state that your payment increased by $once your mortgage was transferred to CMSYou state that when you inquired about how to decrease your mortgage payment, CMS representatives provided you inconsistent informationFurther, you state that after having completed all of the actions that CMS had recommended to lower your payment, the issue still has not been resolvedAs a result, your desired resolution is for CMS to reimburse you all of the money you paid towards your mortgage for the past six months.As a preliminary matter, on December 4, CMS sent you a Notice of Service Transfer (“Hello Letter”) which confirmed that the servicing of your loan was scheduled to be transferred from [redacted] (“***”) to CMS on December 3, Attached for your ease of reference is a copy of the Hello Letter sent to you by CMSAt the time of the service transfer, your loan was contractually current and showing due for the December 1, mortgage payment in the amount of $604.69.Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transferIt is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 7% and your monthly principal and interest payment of $remains unaltered.At the time your loan was transferred to CMS, a Lender Placed Insurance (“LPI”) policy had been added to your loan and reflected a yearly premium in the amount of $Once your loan was transferred, the prior servicer cancelled this policy because the prior servicer no longer had an interest in the propertyThat said, our records indicate that on February 3, CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your ease of reference, attached hereto is a copy of the February 3, AEADSThe purpose of the February 3, AEADS was to advise you of your projected escrow activity for your escrow cycle beginning April 1, and ending March 31, 2015.More specifically, the AEADS projected that your yearly county taxes would be $822.39, and that your yearly homeowner’s insurance premium would be $Correspondingly, your total disbursements for your escrow cycle beginning April 1, and ending March 31, were calculated to be $1,808.54, which if spread over a twelve (12) month period is equal to $every month.Please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amountAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/12th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at [redacted] .Please note, CMS is authorized to collect no more than 1/12th of your total projected escrow disbursement for your escrow cycle beginning April 1, and ending March 31, That said, the total escrow cushion that CMS can collect was $150.71, which represents one (1) month of escrow payments for this period.Based on the calculations from the February 3, AEADS, your low point escrow balance was $As a result, in order to reach a low point escrow balance of $150.70, the allowed 1/12th escrow cushion, CMS projected an escrow surplus of $Resultantly, that is the reason why your overall monthly mortgage payment decreased by $48.82, from $604,to $effective with the April 1, paymentPlease note that federal law only requires surpluses of $or more be automatically refunded to you.Later, on April 2, 2014, CMS issued you the attached notice informing you that CMS’s records showed that your hazard insurance had been cancelledBecause you are required to maintain hazard insurance coverage for your property at all times, CMS informed you that LPI would be purchased on your behalf and at your expense if CMS was not in receipt of Evidence of Insurance (“EOI”) with an effective date of December 3, This notice requested that you immediately provide CMS with EOIThis notice also informed you that an LPI policy is generally more expensive than the cost of a policy that you may be able to obtain with a preferred insurance provider, mainly because the LPI policy would insure the lender’s interest, even in the event that the property suffered a claimable loss during a lapse period in coverage datesAgain, LPI only insures the lender’s interest and does not insure any of the borrower’s personal belongings.On April 7, you spoke with CMS's Insurance Vendor, [redacted] (“***”), regarding the lender placed insurance policy noticeYou stated that you were unaware that your home did not have insurance, or that CMS was the new servicer of your loanYou then stated that you would be shopping for a homeowner’s insurance policy and would submit the homeowner's insurance premium invoice to CMS to be paid from your escrow aCCOunt.On April 15, [redacted] received proof of insurance from [redacted] for policy number [redacted] The effective dates of this policy were from April 8, through April 8, 2015, with an annual premium of $1,along with the invoice for payment dueLater, on April 17, [redacted] disbursed a premium payment in the amount of $1,from your escrow account to [redacted] Please note that the AEADS had only projected an escrow disbursement for homeowner’s insurance in the amount of $This premium amount was based on the prior LPI premium amount.Later, on May 5, [redacted] received an update to your policy from [redacted] effective April 24, 2014, with a total annual premium of $2,426.00, and an outstanding balance due of $Therefore on May 6, 2014, CMS disbursed a premium payment to cure the remaining balance of $from your escrow account.Thereafter on February 27, 2015, CMS completed the annual analysis of your escrow account and sent you an updated AEADSFor your reference, attached hereto please find a copy of the February 27, AEADSThe purpose of the February 27, AEADS was to advise you of your projected escrow activity for your escrow cycle beginning April 1, through March 31, More specifically, the AEADS projected that your yearly county taxes would be $841.15, and that your yearly homeowner’s insurance premium would be $2,(the premium amount provided by your insurer)Correspondingly, your total disbursements for your escrow cycle beginning April 1, through March 31, were calculated to be $3,267.15, which if spread over a twelve (12) month period is equal to $every monthWe note here that the total escrow disbursements on the prior AEADS for this period had been estimated at $1,808.54.As previously stated, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning April 1, through March 31, Please note that CMS will only collect 1/12th of your total projected escrow disbursement for your yearly county taxes and your yearly homeowner’s insurance premiumCorrespondingly, the total escrow cushion that CMS may collect for this period was $272.26, which represented one (1) month of escrow paymentsBased on the calculations from the February 27, AEADS, your low point escrow balance was negative $2,As a result, in order to reach a low point escrow balance of $272.26, the allowed 1/12th escrow cushion, CMS needs to collect an escrow shortage in the amount of $2,Please note that this escrow shortage was spread over a twelve (12) month period starting with your April 1, paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $299.66, from $to $885.53.On March 9, [redacted] received a policy renewal from [redacted] The policy effective dates were from April 8, through April 8, and the annual premium was $2,This annual premium was disbursed from your escrow account on March 9, 2015.On April 1, you spoke with the Customer Service Department regarding the increase to your paymentThe CMS representative reviewed the scheduled disbursement on your escrow accountThe representative confirmed that due to an increase to your insurance premium the analysis completed on February 27, 2015, projected an escrow shortage and resultantly an increase to your mortgage paymentDuring this call you stated you were considering paying the escrow shortage on your loan in order to decrease your mortgage payment.Later on June 17, you spoke with [redacted] and advised that you had changed your insurance carrierOn this day [redacted] completed a conference call with you and your insurance agentDuring this conversation you provided verbal authorization to cancel your [redacted] policy which was originally effective from April 8, to April 8, 2016, and once cancelled was only in effect from April 8, to May 18, Please note that because you provided a verbal confirmation and authorization to cancel your [redacted] policy, your policy information was updated in the loan servicing system as being cancelled effective April 29, During this conversation [redacted] requested a copy of your new homeowner’s insurance policyYour agent stated that the new policy would be generated once the [redacted] policy was cancelled through their system.Later that day, you again spoke with [redacted] and advised that your new insurance company was not [redacted] , as previously indicated, but was actually [redacted] You stated that your agent would be providing [redacted] with a fax copy of the policy once the new policy was generatedDuring this conversation [redacted] advised you that once the [redacted] policy was cancelled, [redacted] would issue you an unearned premium refundThe [redacted] representative advised you that this refund would need to be refunded back to your escrow account in order for CMS to be able to disburse funds for your new policy through [redacted] Please note, our review has confirmed that shortly after you cancelled your [redacted] policy on April 29, 2015, [redacted] did in fact issue you a refund of the policy paid on March 9, 2015, in the amount of $2,324.00.Later on June 19, [redacted] received a policy from [redacted] which was still active and paid in full; therefore, the lender placed insurance cycle was canceledHowever, CMS has confirmed that on this same day, [redacted] also received a Notice of Cancellation from [redacted] effective April 29, On June 23, [redacted] called your agent and advised her that no proof of insurance had been received from [redacted] for your loanYour agent stated she could not locate an active [redacted] policy for your property.Then on June 24, [redacted] received proof of insurance from [redacted] , policy number [redacted] , which was effective from April 29, through April 29, The annual policy premium was for the amount of $1,On June 29, 2015, [redacted] also received a Notice of Cancellation from [redacted] for nonpayment of premium with an effective date of July 24, Therefore [redacted] disbursed $1,from your escrow account to [redacted] in order to avoid cancellationPlease note this check was mailed via [redacted] overnight mail.On July 2, [redacted] verbally verified that the [redacted] policy was paid in full by you and was reinstatedNevertheless, on July 24, [redacted] received a refund check from [redacted] for $1,422.00, which was applied to your escrow account on July 29, [redacted] confirmed that the reason for the refund was because you had already paid the yearly premium separately.On July 21, you spoke with a CMS representative and requested that an escrow analysis be completed on your loanYou also provided a one-time verbal authorization to disclose account information to your spouse [redacted] regarding the new [redacted] policyYour spouse confirmed that the [redacted] policy was paid in full [redacted] advised your spouse that [redacted] had also paid this policy from the escrow account and that if a duplicate payment did exist, that the refund should be remitted back to CMS to be applied to the escrow account.As you requested, on August 4, CMS completed an analysis of your escrow account and sent you an updated AEADSFor your reference, attached hereto please find a copy of the August 4, AEADSThe purpose of the August 4, AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, through July 31, More specifically, the AEADS projected that your yearly county taxes would be $841.15, and that your yearly homeowner's insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning August 1, through July 31, were calculated to be $2,263.15, which if spread over a twelve (12) month period is equal to $every month.As previously stated, CMS is authorized to collect no more than 1/12th of your total projected escrow disbursement for your escrow cycle beginning August 1, through July 31, Please note that CMS will only collect 1/12th of your total projected escrow disbursement for your yearly county taxes and your yearly homeowner's insurance premiumCorrespondingly, the total escrow cushion that CMS may collect for this period was $188.59, which represents one (1) month of escrow payments.Based on the calculations from the August 4, AEADS, your low point escrow balance was negative $1,As a result, in order to reach a low point escrow balance of $188.59, the allowed 1/12th escrow cushion, CMS needed to collect an escrow shortage in the amount of $1,Please note that your escrow shortage was spread over a twelve (12) month period starting with your August 1, paymentResultantly, that is the reason why your overall monthly mortgage payment decreased by $188.05, from $to $697.48.Please note that [redacted] has confirmed that your [redacted] policy, number [redacted] was cancelled for underwriting reasons effective July 24, Later on August 26, [redacted] received an updated homeowner’s insurance policy from [redacted] , policy number [redacted] , with a yearly premium of $1,234.00, with the effective date of August 21, to August 21, This premium was paid from your escrow account on August 27, Please note that a new AEADS is scheduled to be completed on your loan effective February 26, 2016.On January 14, your Authorized Third Party (“ATP”) [redacted] called [redacted] to review the escrow accountThe CMS representative reviewed and confirmed the escrow shortage for your escrow accountFurther the representative confirmed that two policy premiums were paid from your escrow account, which contributed to the escrow shortageThe ATP stated she had not received a refund from [redacted] ***, but that she would inquire directly to [redacted] to request a refund.As a result of our investigation we find no evidence of wrongdoing on CMS’s behalfWhile we understand you would have preferred a different outcome, we respectfully submit that the administration of your escrow account reflects that the account has been handled accurately at all timesFurther, CMS must respectfully decline your request to refund you mortgage paymentsAs of the date of this letter your loan is due for the March 1, mortgage payment.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 [redacted] , 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, [redacted] or fax your correspondence to [redacted] .We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday throughFriday, 8:AM to 5:PM, Eastern Time.Sincerely, [redacted] ***Customer Advocate

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My complaint was specifically for Carrington to further investigate and remove the late from their record, which they have not done The block on my account should not have been there in the first place, and prevented me from making my March payment on time All they have done here is send a copy of the response to my complaint that I made directly to them The letter that Carrington speaks of is a letter I would get each month, automatically, even after confirming my bank account information as they requested! Furthermore, the block remained even after I called a Carrington representative who told me it took hours and was not offered any other payment option from him The letter you sent has no mention of a hour period! The block remained after I had called Carrington each month to notify them [redacted] confirmed that my routing and account info have not changed and the payment /account information I gave was correct Each time I have made a payment, it was paid with no issues from my bank There has never been an issue with [redacted] not paying, and they did not notify you I have a change in my account or routing number as stated in your letter I even had a [redacted] Representative (***) confirm this over the phone with a Carrington representative on a three-way-call The block still remained even after I had my bank talk to Carrington! I have a letter attached from my bank confirming that I did in fact have funds on March 31st to make my payment before it was considered late, and that my account information has not changed, (I have been a member there for over years) which is why Carrington claims there had to be a block on my account I read several complaints online ( [redacted] and Revdex.com) in regards to this same issue where people were "mysteriously blocked from making a payments" for no reason and an endless amount of customer service issues Something needs to be done about it so that others do not have to go through what I went through Since I have made my first complaint, I have refinanced and I am so happy I don't have to deal with automatic payment blocks each month and horrible customer service!!!!!! Regards, [redacted] ***

September 23, [redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] ***, [redacted] Complaint No.: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on September 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 you are aware, our Customer Advocate Department originally received an inquiry from you via the Consumer Financial Protection Bureau (“CFPB”) on September 6, which raises the exact same issues as this complaintAccordingly, the loan was researched and the attached response was sent to you by CMS via the CFPB Portal on September 23, We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, [redacted] 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, [redacted] ***, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***, [redacted] ***

May 21, [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Dear Mr***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal received in our office via email on May 6, 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 your inquiry While we regret that you were dissatisfied with our initial response to your complaint CMS is committed to the highest standards of customer satisfaction and professionalism For this reason, we work very hard to provide exception training to our associates and we take all legitimate complaints regarding the conduct of our business very seriously Although we understand you are not pleased with our response, your complaint was investigated fairly and we believe it was resolved appropriately Lastly, it is also important to note that our original response dated May 1, contained verbiage which referred to you as Ms [redacted] instead of Mr*** We sincerely apologize for this inadvertent error We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] 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, [redacted] , or calling [redacted] 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 9:p.mEastern Time, Monday through FridayYou may also visit our website at [redacted] -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 STATEMENT- Pursuant to section of the Housing and Community Development Act of 1987, you may have the opportunity to receive counseling from various local agencies regarding the retention of your home You may obtain a list of the HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number at [redacted] -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 Service Members 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 [redacted] -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 the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 9:p.mEastern Time or by mail at [redacted] , [redacted] ***

Carrington has applied my payment

September 23, [redacted] ** [redacted] RE: Complaint No.: [redacted] Loan No.: [redacted] Property Address: [redacted] ** [redacted] Dear Mrand Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal to our response to your complaint (the “Rebuttal”) filed with the Revdex.com (“Revdex.com”) and received in our office via email on September 14, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your Rebuttal, you indicate that you have reviewed our response to the initial complaint, and have determined that it does not resolve your complaint You allege that the bankruptcy discharge of had nothing to do with this property In addition, you express concerns with the recent escrow analysis received by CMS that shows an increase in your monthly payment We regret that you were dissatisfied with our response to your complaint CMS is committed to the highest standards of customer satisfaction and professionalism, and for this reason, we take all legitimate complaints regarding the conduct of our business very seriously Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our prior response and further address your concerns As previously mentioned in the prior response, the records show that you filed for Chapter bankruptcy protection on January 4, 2011, case number [redacted] , and you received a discharge of this debt on April 29, Moreover, our recent search in the Public Access to Court Electronic Records (“PACER”) shows that this loan was included in this discharge order There is no record that the loan was reaffirmed prior to the discharge As a reaffirmation was not filed by you prior to obtaining the discharge, you are no longer personally liable to repay the discharged debt Accordingly, CMS will continue to service this loan as a discharged debt Also mentioned in the prior response, 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 Accordingly, on August 25, an Escrow Analysis was completed This Escrow Analysis was completed as part of the post service transfer requirements mentioned above That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”) A copy is attached for your ease of reference The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning October 1, and ending September 30, More specifically, the AEADS projected that your yearly school taxes would be $2,675.61, your city taxes would be $504.41, and your yearly homeowners insurance premium would be $ Correspondingly, your total disbursements for your escrow cycle beginning October 1, and ending September 30, were calculated to be $3, The total projected escrow advances divided by twelve equals $per month and represents the required escrow payment beginning October 1, In addition, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle which is over a twelve-month periodAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at http://portal.hud.gov/hudportal/HUD In light of the above, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning October 1, and ending September 30, The total escrow cushion that CMS may collect is $ Please note that this AEADS shows a surplus in the amount of $ For an explanation of the escrow surplus please refer to the next section of the AEADS, below the Projected Escrow Activity from October 1, and ending September 30, and note the projected low point balance of $for August Looking at the next column for the same date under “Required”, please note that the required low point balance should be $(1/6th cushion) As such, the difference between the projected low point balance of $and the required low point balance of $equals $ The following is a summary of the total payment amount beginning October 1, Principal and Interest Payment $ Escrow Payment $ Total: $1, Please note that your current payment of $1,includes a principal and interest payment in the amount of $and an escrow payment in the amount of $ Based on the projected escrow advances of $3,and the required cushion for your escrow account, your prior escrow payment would be insufficient and would result in an escrow shortage Additionally, the annual escrow analysis is required by law, and payment adjustments may be required from time to time to ensure proper accounting of escrow funds and also to insure sufficient funds for projected disbursement for the payment of taxes and insurance While we understand you would have preferred a different outcome, we respectfully submit that the 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 Attached for your ease of reference is a payment history that shows payment and escrow transactions with escrow balances from August 25, to September 12, In light of the above, we again respectfully suggest that all of the concerns noted in the complaint have been fully addressed If you continue to have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] 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, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561- Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

February 4, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Mr [redacted] : 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 January 11, 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 allege that your loan was recently transferred from [redacted] (“ [redacted] ***”) to CMSYou go on to say that you have made all of your mortgage payments on time and that CMS sent you correspondence advising you that your account had an outstanding balanceAs a result, you believe that CMS has failed to apply all of the mortgage payments you made to your accountAlso, you state that CMS continues to debit from a closed bank account that was previously used for auto draft paymentsConsequently, your desired resolution is for CMS to stop drafting your closed bank account, credit all of your mortgage payments to your loan, and remove any delinquencies that may have been reported to the credit reporting agencies At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about October 2, At the time of the service transfer your loan was contractually current and next due for the November 1, payment As a preliminary matter, please be advised that [redacted] sent you a Notice of Assignment, Sale or Transfer of Servicing Rights (“Goodbye Letter”) on September 17, The Goodbye Letter was sent to your home address at [redacted] ***For your reference, a copy of the Goodbye Letter is attached hereto as Exhibit “A”Please note that [redacted] sent the Goodbye Letter fifteen (15) days prior to the effective date of service transfer and did properly notify you that CMS would be your new servicer effective October 2, Additionally, please further note that the Goodbye Letter specifically advised you that if your monthly payments were automatically deducted from your bank account, then that particular service would continue after the service transfer to CMS Likewise, CMS sent you a Notice of Servicing Transfer (“Hello Letter”) on September 23, – approximately ten (10) days before the service transferThe Hello Letter was also sent to your home address at [redacted] ***For your reference, a copy of the Hello Letter is attached hereto as Exhibit “B”The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage loan payments effective October 2, and to advise you that your prior servicer, [redacted] ***, would no longer accept payments received after October 1, Additionally, the Hello Letter made you aware that, pursuant to the Real Estate Settlement Procedures Act (“RESPA”), CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transferAlso included in the Hello Letter was your new CMS account number, the address to remit your monthly mortgage payments, the address to our Customer Service Department, and a toll-free telephone number to our Customer Service DepartmentSpecifically, the Hello Letter also advised you that if your monthly mortgage payments were being electronically withdrawn from your bank account by your prior servicer, then that particular payment method would continue in connection with the servicing transferLastly, the Hello Letter also enumerated the various methods available to you for making a payment and it included the processing fee for each method (if applicable), instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website On November 2, 2015, CMS processed your regularly scheduled monthly auto draft payment in the amount of $2,Of that amount, CMS applied $1,to your November 1, mortgage payment and the remainder, $300.00, towards your principal balanceThereafter, on November 4, 2015, CMS was notified by your banking institution that the auto draft payment was rejected due to being unable to locate your accountAs a result, CMS reversed the November 2, auto draft payment from your November 1, mortgage payment and principal balance and assessed your loan a $return item feeFor your reference, attached hereto as Exhibit “C” please find a copy of the Payment Rejection Letter that CMS sent you on November 5, advising you of the aforesaid On November 5, 2015, you called CMS to discuss your mortgage payment optionsDuring this phone conversation, you advised the CMS representative that you wanted to make a payment because you had already closed your bank account used for auto draft paymentsThe representative confirmed that your loan was set up for the auto draft payment option and would continue to debit your bank account each month until you cancelled your auto draft by submitting a request in writingYou acknowledged the representative’s explanation and stated you were not concerned with the auto draft payments because you had already closed the bank account used for auto draft and CMS would be unable to debit any mortgage payments from that particular bank accountYou then proceeded to ask the representative about your payment options and the representative directed you to the CMS online website where you could find all available payment methods and applicable fees (if any) for your review On November 11, 2015, CMS received a bill pay check from you in the amount of $1,Of that amount, CMS applied $1,to your November 1, payment and the remainder, $50.00, was applied to your outstanding return item fee On December 1, 2015, CMS once again processed your regularly scheduled monthly auto draft payment in the amount of $2,Of that amount, CMS applied $1,to your December 1, payment and the remainder, $300.00, towards your principal balanceThereafter, on December 3, 2015, CMS was notified by your banking institution that the auto draft payment was rejected due to being unable to locate your accountAs a result, CMS reversed the December 1, auto draft payment from your December 1, mortgage payment and principal balance and assessed your loan another $return item feeFor your reference, attached hereto as Exhibit “D” please find a copy of the Payment Rejection Letter that CMS sent you on December 4, advising you of the aforesaid That said, please be advised that CMS’s policy is to add a certified funds flag on all accounts upon receiving notification of two (2) consecutive payment rejections due to being unable to locate a bank accountCMS has this policy in place to protect our customers and out of an abundance of caution with the objective of preventing any additional return item feesOnce a certified funds flag is added to an account, CMS will be unable to apply any payments to the account unless the payment is in the form of certified funds such as a cashier’s check or money order Subsequently, our records confirm that CMS received a check from you in the amount of $1,dated December 7, Please note that CMS returned your check on December 16, confirming that CMS was unable to process your payment because your check was not in the form of certified fundsThen, our records also confirm that CMS received another check from you in the amount of $1,dated December 24, On January 6, 2016, CMS again returned your check confirming that CMS was unable to process your payment because it was not in the form of certified fundsFor your reference, attached hereto as Exhibit “E” please find a copy of the December 16, and January 6, Payment Return Letters that CMS sent you On January 6, 2015, CMS’s Customer Service Research Department sent you an Acknowledgment Letter confirming receipt of your inquiry dated January 5, Your inquiry raised concerns about your mortgage payments and you requested that CMS cancel the auto draft payment option because you had already closed that particular bank account used for auto draft payments On January 20, 2016, you called CMS’s Customer Advocacy Department to express your concerns with your mortgage payments and for an explanation of why CMS was returning your paymentsThe representative proceeded to advise you of the reason why CMS had assessed two (2) return item fees and why the certified funds flag had been placed on your accountAdditionally, the representative advised you that he would request for our Customer Service Research Department to remove the certified funds flag from your account so you could continue to make regular monthly payments On January 22, 2016, CMS removed the certified funds flag from your accountThen, on January 25, 2016, CMS received an online payment from you in the amount of $3,Of that amount, $1,was applied to your December 1, mortgage payment, $1,was applied to your January 1, mortgage payment, $was applied to your late fee assessment for the December 1, mortgage payment, and the remainder, $50.00, was applied to your outstanding return item fee The following day, on January 26, 2016, solely as our commitment to the highest standards of customer satisfaction, CMS agreed to credit you for the two (2) return item fees in the amount of $eachCorrespondingly, CMS credited your principal balance in the amount of $on January 27, Lastly, on February 2, 2016, CMS received a payment from you in the amount of $1,Of that amount, CMS applied $1,to your February 1, mortgage payment and the remainder, $56.79, was applied to your principal balance In regard to your credit reporting, please note that CMS did not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transferMoreover, pursuant to the Consumer Financial Protection Bureau guidelines, we have suppressed your credit reporting for sixty (60) days upon receipt of your complaintIn other words, your complaint was received on January 11, and the sixty (60) days will expire on March 11, As a result, CMS will report your account status and payment history to the credit reporting agencies in April of As of the date of this correspondence, your payment history reflects that your account is paid through February and next due for the March 1, mortgage payment in the amount of $1,For your reference, attached hereto as Exhibit “F” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions We would like to take this opportunity to remind you that all payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your accountAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentConsequently, we strongly encourage you to remit your monthly mortgage payments to CMS on or before the due date to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment After reviewing your complaint and account history, we find no evidence of wrongdoing on CMS’s behalfContrary to your allegations, our findings confirm that your prior servicer and CMS both provided you with timely and clear notices advising you of the service transfer, the continuation of your auto draft payment option, and your loan delinquency statusConsequently, CMS categorically denies any insinuation that we have not serviced your loan properly and pursuant to applicable lawsNevertheless, 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 want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , 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, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] 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 [redacted] -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC *** -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

May 9, Original response sent via regular mail [redacted] RE: Loan No.: [redacted] File No.: [redacted] Borrower: [redacted] P [redacted] Co-borrower: [redacted] Property Address: [redacted] Dear Mr& Mrs [redacted] : 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 April 19, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that you paid your loan in full on March 21, and contacted CMS to confirm that your loan balance had been satisfiedYou further state that, notwithstanding the loan being paid in full, CMS debited your bank account on three (3) separate occasions with the most recent withdrawal occurring on April 17, for half of the monthly mortgage paymentAs a result, your desired resolution is for CMS to immediately refund all of the funds debited from your bank account after your loan was paid in full and to compensate you for the overdraft fees you have incurred from your bank At the outset, please accept this correspondence as confirmation that CMS did in fact receive payoff funds in the amount of $60,on March 20, and applied the funds to your loan that same day which paid the loan in fullShortly thereafter, on April 4, 2017, CMS received funds in the amount of $1,via a wire transfer from your prior servicer, CitiMortgage, Inc., which were immediately applied to your escrow accountIt is important to understand that at the time the funds were received, the loan was already paid in full and that is the reason why CMS applied the funds in the amount of $1,to your escrow account which increased your escrow balance from $1,to $2,That same day, on April 4, 2017, CMS reviewed your escrow account and sent you an escrow account refund check in the amount of $2,via United States Postal ServiceWith regard to your allegation that CMS debited your bank account on three (3) separate occasions with the most recent withdrawal occurring on April 17, for half of the monthly mortgage payment, we are unable to find any evidence on our end to substantiate your claimMore specifically, our records confirm that your account was never enrolled in our auto draft payment option or that CMS debited any of your mortgage payments from your bank As you may recall, on April 19, 2017, I personally called you in response to an email we received from you directed to our Customer Advocate inbox at [email protected] that phone conversation, and in your email correspondence, you expressed the exact same concerns that you have raised in your current inquiryAccordingly, I proceeded to advise you that your loan was paid in full on March 20, and that our office had received funds in the amount of $1,on April 4, which had been returned to you in the escrow refund check we processed and sent to your attention that same dayFurthermore, I also advised you that our records did not indicate that your account was ever enrolled in our auto draft payment option or that CMS had debited any of your mortgage payments directly from your bankLastly, I encouraged you to contact your bank to have them identify the company debiting your bank accountOnce you had that information from your bank, I asked you to provide whatever evidence you had gathered that would identify CMS as the responsible party debiting your bank accountYou acknowledged my explanation and indicated you would contact your bank and obtain that information As of the date of this correspondence, we have not received any evidence or information from you that confirms that CMS was in fact debiting your bank account as you allegeConsequently, we again encourage you to contact your bank to have them identify the company debiting your bank account and, once you have that information from your bank, send whatever evidence you gather directly to my attention via facsimile to (949) 666-For your reference and review, attached hereto as Exhibit “A” please find a payment history along with the transaction codes and definitions confirming that your loan was paid in full on March 20, and that our office processed your escrow refund check on April 4, Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalfContrary to your allegations of wrongdoing, our records are clear that CMS properly and promptly applied your payoff funds to your loan, refunded your total escrow account balance, and confirmed that your account was never enrolled in our auto draft payment option or that CMS debited any of your mortgage payments from your bank accountRest assured that CMS strives to resolve all customer requests as timely as possible and that the concerns you have raised in your inquiry have been thoroughly investigatedNevertheless, if your records are different than ours, we kindly ask that you provide that information to our office as soon as possible so we can further research your claim We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] J [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561- Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA 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 A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-877-276-

December 16, [redacted] RE: Complaint I.DNo.: [redacted] Loan No.: [redacted] and [redacted] Property Address: [redacted] ***, [redacted] Dear Ms [redacted] : The [redacted] 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 November 18, 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 when CMS called you to schedule the signing of the final loan documents for your refinance, you requested a separate written explanation of the loan terms, and asked for this document be provided to you prior to signing the loan documents; however, CMS did not comply with your request In addition, you allege that CMS attempted to schedule the signing of your final loan documents after 9:PM with a notary arriving at your home that same evening around midnight Lastly, you claim that CMS provided a payoff statement that included late charges, and you dispute these fees because you have never made a late payment on your loan At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan number [redacted] was transferred from [redacted] N.A(“***”) to CMS on or about April 2, At the time of the service transfer your loan was showing due for the April 1, payment While CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date Upon review, our records show that on September 4, 2015, CMS received your application for a streamline refinance for a Federal Housing Administration (“FHA”) insured loan, with a loan amount of $173,687.00, with assigned loan number [redacted] Correspondingly, that same day, CMS sent you the applicable Lending Disclosure documents for this FHA streamline refinanceLater that same day, CMS received from you the signed disclosure document acknowledgements Attached for your ease of reference are copies of the signed acknowledgments · Acknowledgement of Intent to Proceed · Acknowledgement of Receipt of Good Faith Estimate · Federal Truth-In-Lending Disclosure Statement · [redacted] LoDisclosure · Borrower’s Certification & Authorization · Fair Credit Reporting Act · Important Notice to Homebuyers · Notice to Homeowner · FHA/VA Notice to Applicants · Informed Consumer Choice Disclosure Notice · Homeownership Counseling Organization List On September 9, 2015, CMS provided you an updated Good Faith Estimate that showed the loan amount of $173, A copy of this document is attached for your ease of reference On September 11, 2015, CMS issued a payoff statement for your loan number [redacted] that showed a payoff amount of $170,332.65, good to October 1, For your ease of reference a copy of this payoff statement is attached, and below is the summary portion of the payoff amount On September 19, 2015, CMS conditionally approved your streamline refinance with a loan amount of $173, On September 23, 2015, your loan conditions were completed, and CMS Underwriting provided an updated approval for your refinance with no conditions Subsequently, on September 25, a notary was scheduled to meet with you at your home at 7:PM That same day, the Loan Processor, [redacted] sent you an email that notified you a notary had been scheduled to meet with you for the final loan document signing for loan number [redacted] Below, for your ease of reference is a copy of this email 09/25/11:AM (PST) [redacted] > Good morning, CONGRATULATIONS! Your loan is now in final approval status The below information is the summary of what you will be signing at closing This is to occur on your primary home Notary will be coming your way and will be bringing docs to you for signing DATE AND TIME OF SIGNING September 25, 7:PM SIGNING LOCATION: [redacted] LOAN TERM SUMMARY Program: FHA Streamline Year Fixed with no prepayment penalty INTEREST RATE: 4.00% LOAN AMOUNT OF $ 173, First payment: November 1, skipping October's payment Monthly payment will be: $ 1, Principal and Interest: $ Taxes: $ Insurance: $ FHA Mortgage Insurance: $ OTHER INFORMATION RELATIVE TO THE LOAN Vesting on title: [redacted] , A SINGLE PERSON Notary information is to follow and will be given to you before your closing date and time Copy of taxes, insurance & payoff is attached for informational use CMS received notification that you did not sign the final loan documents as you had concerns with the loan amount being approximately $3,higher than the payoff amount On September 29, 2015, you communicated with CMS Loan Processor, [redacted] *** Ms [redacted] explained the additional sum of $2,was for the required FHA Mortgage Insurance Premium (“MIP”), which is paid to the Federal Housing AuthorityYou informed Ms [redacted] that you wanted CMS to lower the loan amount to match the payoff amount, and you did not want to pay any additional amounts for this loan Ms [redacted] explained that the FHA MIP was a requirement for this loan, and that this cost is commonly added and financed in the loan However, you also had the option of paying this sum at closing to avoid the amount being added to the loan Attached for your ease of reference are copies of the Settlement Statement (HUD-1) and HUD/VA Addendum to Uniform Residential Loan Application that were included with the final closing documents In preparation for a new closing for this loan, an updated payoff statement was requested On September 29, 2015, CMS issued an updated payoff statement for your loan number [redacted] , with the amount good to November 1, At the time, your loan was due for the October 1, payment Because the “good through” date fell after the date on which an unpaid payment would come due, this updated payoff statement included a projected late fee amount of $ It is important to note that this late fee was not assessed to your loan at the time For your ease of reference a copy of this payoff statement is attached, and below is the summary portion of the payoff amount Thereafter, no response was received from you regarding your intentions with loan number [redacted] Loan Processor, [redacted] called you on October 2, and again on October 9, 2015, and left messages for you to return her call; however, no response was received from you Therefore, on October 14, 2015, CMS closed your file and provided you with a denial notice For your ease of reference a copy of this letter is attached Finally, with respect to your claim that CMS improperly failed to provide a separate written explanation of the proposed loan terms, please note that CMS complies with applicable law with respect to providing written disclosures of loan termsCMS respectfully submits that the disclosures made by CMS and required by law provided you with the information you claim to have requested, even if those disclosures were not repeated in a separate statement In light of the above, we believe the record is clear that CMS properly processed your FHA streamline loan application in accordance with FHA lending guidelines While we regret that CMS was unable to close your loan under the terms you desired, we believe CMS properly provided you timely and accurate loan disclosures and loan terms and conditions prior to the scheduled loan closing In addition, we did not find any evidence to support your claim that CMS scheduled a notary to meet with you for the signing of the final loan documents at 9:PM or midnight In closing, as of the date of this letter your loan number [redacted] is showing contractually current and next due for the January 1, payment and no late fees have been assessed or charged to your loan since the date of the service transfer 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 [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] 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, [redacted] ***, or by calling [redacted] 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 [redacted] -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 [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -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 [redacted] -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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

BOA sold my loan to Carrington a couple years ago & my payments just keep going up annually I have been receiving calls from Carrington monthly asking me to refinance, telling me that I could potentially lower my mortgage by $100-$per month Two days ago I received a statement telling me that starting this May, my mortgage would increase from $per month to $(I’ve owned the house since and my monthly payments were never more than $916) I called and spoke to a representative and asked if they could please explain to me why there was A $per month increase I was told that my insurance and taxes had gone up SIGNIFICANTLY & this was the amount needed to put my account in the positive I then called my insurance company and learned that my insurance had only gone up $annually, I then called Carrington back the next day to inquire about my taxes The first representative had given me last year as well as this year’s totals The increase was $annually I then asked to be transferred to the correct department who handles taxes, insurance – escrow The representative in that department told me that they need to hold $1,cushion for my escrow account I asked her how they can justify a $increase ($x12months) when my taxes & insurance had only gone up $annually in total I requested that my account be reviewed & was told NO she proceeded to tell me that my insurance has gone way up I told her I was aware of the $annual increase, but that is not a significant increase She then became a little aggressive; talking fast & over me, telling me that I’m not getting it I hope this company is under review because as I have read, I’m not alone They are leaving me no choice, but to sell my home or refinance through another lender, adding additional fees on top of my current mortgage, which I have worked very hard to pay down I feel violated

February 20, [redacted] [redacted] ** [redacted] RE: Complaint ID: [redacted] Loan No.: [redacted] Property Address: [redacted] Dear [redacted] : 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 4, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you claim that you have not been able to make your payment using the CMS website because of a $fee that was assessed to your loan which you dispute You further state that the website will not allow you to make a payment for less than the total amount due and since CMS did not provide you an explanation for this fee, you did not want to include the $fee amount with your payment Subsequently, your payment was late, resulting in the assessment of a late fee You have asked CMS to waive the late fee due to the circumstances, but your request was denied You also state that when you asked to speak to a supervisor to discuss the matter, you were transferred to their voicemail box where you left messages on three separate occasions, but as of the date of your complaint you had not received any response At the outset, the servicing of this [redacted] (“***”) insured loan transferred from [redacted] ***(“***”) to CMS on or about October 2, At the time of the service transfer the loan was contractually current and due for the October 1, payment The notice of Servicing Transfer letter was sent to you October 6, Please note that, while CMS began servicing the loan on October 2, 2014, 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 further review, our records show that you contacted CMS on October 9, 2014, at which time the CMS representative provided you information about the service transfer, confirmed the new loan number, and also provided you with the available payment options During this call, the CMS representative asked you about the October 1, payment, and you replied that you would call back the following week to make your payment On October 28, CMS called you regarding the October 1, payment due, and you stated that you were waiting for CMS to contact you because you needed information about your loan which included the payment, the billing, the principal balance, and also stated you needed the new loan number You also informed the CMS representative that you would call back on October 31, to make the October 1, payment During this call the CMS representative provided the requested information and also asked about the reason for non-payment and you replied that the reason was due to not having the service transfer information from CMS On November 4, 2014, CMS called you and you informed the CMS representative that you were busy and would call back later On November 25, 2014, you contacted CMS to make the October 1, and November 1, payments by phone and also requested that the payments be drawn against your bank account on November 27, In addition, the pay by phone fee of $was waived upon your request During this call, the CMS representative also asked you the reason for non-payment, and you replied that you were waiting to get paid On November 26, due to the past due status of your loan a property inspection was requested On December 9, 2014, CMS received the completed property inspection and subsequently, a fee in the amount of $was assessed to your loan On December 17, 2014, you contact CMS and expressed concerns with the fee assessed to your loan in the amount of $ The CMS representative explained that the fee was for a property inspection due to your loan being over thirty (30) days past due in November You indicated that you did not want to pay this fee and requested to speak to a Supervisor to discuss the matter The CMS representative informed you that the Supervisor was not available but did transfer the call to the Supervisor’s voicemail box Later that same day, you called back and indicated that you were trying to make your payment using the CMS website but could not complete the transaction for less than the total amount due You indicated that you did not want to pay the property inspection fee and that you were in the process of disputing the fee At this time, the CMS representative informed you that your loan had also been assessed a late fee for the December 1, payment as it was already past the grace period You became upset and informed the CMS representative that you were disputing these fees but you did want to pay the December 1, with pay by phone and requested the $be waived due to the circumstances Your request for a waiver was granted On December 22, 2014, our Customer Service Research Department received your letter dated December 17, 2014, which requested that the property inspection fee in the amount of $and the late fee in the amount of $be waived On that same day, an acknowledgment letter was sent to you informing you that the Customer Service Research department would review and respond to your inquiry On January 16, 2015, you contacted CMS to make your January 1, payment by phone At that time you informed the CMS representative of your dispute regarding the fees assessed to your loan, stated that you could not make your payment via the website, and asked that the pay by phone fee in the amount of $be waived again Once again, your request for waiver was granted On January 22, 2015, CMS sent you a response to your inquiry which informed you that the fees assessed to your loan were valid and therefore would not be waived A copy of this letter is attached for ease of reference On January 30, 2015, you called CMS upset that the fees on your loan had not been waived and requested to speak to a Supervisor You were informed that the supervisor was not available but the CMS representative informed you that a message would be sent to the supervisor to call you back On February 16, 2015, we received your payment via the CMS website that included the February 1, payment plus the late fee and property inspection fee due on your loan Based on the foregoing, we conclude that the property inspection was requested and completed in accordance with the established policy and procedure and the late fee was also accurately assessed in accordance to the terms and conditions of the note Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, per your discussion with the CMS Supervisor [redacted] on February 19, 2015, CMS has agreed to waive the late fee in the amount of $ We would like to take this opportunity not only to sincerely apologize for any inconvenience that you may have experienced, but also to thank 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 (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 54285, Irvine, CA 92619-4285, or calling 1-800-561- 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 9: p.mEastern Time, Monday through FridayYou may also visit our website at myloan.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 STATEMENT- Pursuant to section of the Housing and Community Development Act of 1987, you may have the opportunity to receive counseling from various local agencies regarding the retention of your home You may obtain a list of the HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number at (800) 569- -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 Service Members Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting the Customer Service Department at (800) 561-4567, Monday through Friday, 8:a.mto 9:p.mEastern Time or by mail at P.OBox 54285, Irvine, CA –

July 30, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 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 your inquiry As we understand your complaint, you allege that your loan was recently sold from [redacted] (“***”) to CMSShortly thereafter, you claim that CMS informed you that your monthly mortgage payment would increase in order to collect an escrow cushionAlso, you say that you called CMS to inquire if we could remove the escrow cushion since your prior mortgage servicer did not collect one and you state that the CMS representative you spoke with was unprofessional and uncooperativeAdditionally, you state that CMS failed to apply your April 1, payment to your accountTherefore, you want CMS to reanalyze your escrow account and cease any attempts to collect an escrow cushion and to confirm that all payments received have been applied to your account At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, At the time of the service transfer your loan was contractually current and due for the April 1, payment As a preliminary matter, our records indicate that on May 6, CMS applied your April 1, payment in the amount of $1,to your accountOur records also indicate that on that same date a CMS supervisor personally called you to confirm that your April 1, payment was inadvertently applied to an incorrect accountCMS sincerely apologizes for this inadvertent error and for any inconveniences it may have causedLastly, please accept this correspondence as confirmation that no late fees or negative credit reporting was assessed as a result of this particular transaction Furthermore, based on a review of your loan please be advised that on May 1, CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference, please find attached hereto as Exhibit “A” a copy of the May 1, AEADSThe purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning July and ending June More specifically, the AEADS projected that your yearly county taxes would be $851.00, your yearly homeowners insurance premium would be $1,491.00, and that your yearly city taxes would be $Correspondingly, your total disbursements for your escrow cycle beginning July and ending June were calculated to be $3, That said, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th of the total annual projected escrow disbursements made during an escrow cycleAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at [redacted] Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning July and ending June The total escrow cushion that CMS may collect is $ Based on the calculations from the May 1, AEADS, your low point escrow balance is $-As a result, in order to reach a low point escrow balance of $519.66, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $Please note that your escrow shortage will be collected over a twelve (12) month period starting with your July 1, paymentResultantly, that is the reason why your overall monthly mortgage payment increased from $1,to $1, On June 25, 2015, our records indicate that you called CMS to inquire about the escrow cushion on your accountDuring this phone call you asked the CMS representative to remove the escrow cushion and the representative advised you that CMS was be unable to remove the escrow cushion and would continue to collect pursuant to RESPA guidelinesYou also stated you wanted to cancel your escrow account and the representative advised that you could fax your request to [redacted] .You acknowledged the representative’s explanation and agreed to fax your requestPlease note that as of the date of this correspondence, our records do not indicate receipt of your request to cancel your escrow account Furthermore, please note that you also have the option to pay your entire escrow shortage in fullPer the most recent analysis, your escrow shortage is $If you want to pay your entire escrow shortage, please call me at [redacted] so I may assist you with applying your payment to your account Additionally, if you cannot afford your new monthly mortgage payment, please know that CMS does offer various mortgage assistance programsIf you would like to explore the mortgage assistance opportunities that may be available to you, we encourage you to visit our website at [redacted] or call our Home Retention Department to speak with a representative at [redacted] , Monday through Friday, from 7:00AM to 5:00PM, Pacific Time Lastly, as of the date of this correspondence, your loan is contractually current and next due for the August 1, in the amount of $1,For your reference, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history along with the transaction codes and definitions As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late chargeIn other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the monthMoreover, if you would like to view your recent payment activity, download a copy of your most recent billing statement, or make a payment, CMS encourages you to log in to your online account by visiting [redacted] Please note that by accessing your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mail As a result of our investigation and review of your June 25, phone call, we find no evidence of unprofessional customer serviceContrary to that allegation, the CMS representative was willing to assist you and explain why CMS is collecting an escrow cushionWhile we understand you would have preferred a different outcome, we respectfully submit that the 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 In closing, 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 [redacted] , 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, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] 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, [redacted] ***, or calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** TENNESSEE: This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance

Account # [redacted] Drive, [redacted] , **  [redacted] ###-###-#### ***[redacted] @***[redacted] [redacted] @***.com Fax (via my employer) ###-###-#### I am writing due to an error Carrington Mortgage has made on my account for the month of January I have spoken to customer service multiple times throughout the years regarding Carrington Mortgage’s determination that I am one month behind on my mortgage and have been for quite some time (this has resulted in more than letter of intent to foreclose sent to me) I have never received an adequate explanation as to how I am behind when I have never missed a payment After speaking with a different customer service representative on 12/21/17, it was discovered that the payment made to Carrington Bank in the amount of $on 01/04/was never credited to my account although it was taken out of my account by Carrington I faxed & emailed my issue to the Research Department (per con

May 25, Original response sent via regular mail [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Mr [redacted] : 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 April 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 your inquiry As we understand your complaint, you claim that you sent a mortgage payment to CMS and that your payment was not delivered to our officeYou go on to say that you contacted our office to request for the late charge to be waived and were advised to submit a front and back copy of the check and a running bank statementNotwithstanding the documentation that your bank sent to CMS on your behalf confirming that a bill pay check was sent to our office, you allege that CMS refuses to waive the late chargeAs a result, you feel that CMS’s actions in servicing your account are unprofessional, inconsiderate and not customer orientedConsequently, your desired resolution is for CMS to waive all of late charges assessed to your account in connection with the missing mortgage payment, confirm that no delinquencies were reported to the credit reporting agencies, and to provide you with a better customer service experience As a preliminary matter, please let this correspondence serve as confirmation that, solely as an expression of our commitment to the highest standards of customer satisfaction and not as an admission of fault, wrongdoing, or of the validity of your allegations, CMS has agreed to waive the late charges assessed to your accountSpecifically, CMS agreed to waive both the March 1, and April 1, late charges in the amount of $eachOn April 28, 2016, CMS credited your principal balance in the amount of $for the March 1, late charge that you paid and waived the April 1, late charge from your accountAs of the date of this correspondence, your account is current through May of The next payment due is scheduled to be paid on June 1, in the amount of $For your reference, attached hereto as Exhibit “A” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitionsAs a reminder, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late charge will be assessed to your account pursuant to the terms of your mortgage loan agreement That said, our records confirm that you make your monthly mortgage payments via a bill pay servicePlease note that when you make a payment via bill pay, that payment is not wired or deposited to CMS on that same dateInstead, while your bank may debit your bill pay amount from your checking or savings account on the date you select the payment to be made, your bank may still have to issue a physical check which is usually sent via regular United States Postal Service (“USPS”) mailAs a way to prevent any additional late charges, you have the option to send your bill pay check a few days earlier to account for the number of days that it may take USPS to deliver your physical check to our payment processing centerPlease further note that CMS has no control over the delivery timeframe of USPS and that is the reason why we encourage you to send your bill pay check a few days earlier Likewise, you also have the option to make your mortgage payments via CMS’s auto draft payment optionThe auto draft payment option provides borrowers with the ability to choose the date or frequency they want CMS to draft their monthly payment, including the ability to add up to $1,additional principal amount or additional escrow amount to the monthly principal and interest paymentFor your reference, a copy of the auto draft payment form may be found on our website along with all other available payment options and applicable fees (if any) by visiting https://carringtonms.comIf you are interested in enrolling in auto draft, the complete, original form may be mailed to Carrington Mortgage Services, LLC, [redacted] or a scanned copy can be faxed to [redacted] With regard to your credit report, our records indicate that no delinquencies have been reported to the credit reporting agenciesMoreover, pursuant to the Consumer Financial Protection Bureau (“CFPB”) guidelines, we have suppressed your credit reporting for sixty (60) days upon receipt of your complaintIn other words, your complaint was received on April 26, and the sixty (60) days will expire on June 26, As a result, CMS will report your account status and payment history to the credit reporting agencies in July of Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalfFurthermore, our records are clear that the late charges on your account were all assessed correctly and pursuant to the terms of your mortgage loan agreement and that CMS has properly serviced your account in accordance with applicable law and program guidelinesNevertheless, CMS sincerely apologizes for any perceived unprofessional customer service you believe you may have received during your phone calls to our officeRest assured that CMS strives to accommodate all reasonable customer expectations and resolve all customer requests as timely as possible Finally, 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 [redacted] , 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, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] 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 [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -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 [redacted] -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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

August 6, [redacted] RE: Application No.: [redacted] Loan Applicants: [redacted] Property Address: [redacted] Complaint I.DNo.: [redacted] Dear Mrand Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 23, 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 are dissatisfied with the level of service that CMS’s Mortgage Lending Division (“MLD”) has provided to you in its attempt to assist you with your loan finance needsYou claim that CMS provided you with incorrect disclosures on May 29, 2014; however, you also note that CMS provided you with corrected disclosures on June 2, You further allege that you were initially promised a closing date of June 30, 2015, but the Loan Officer (“LO”) and his supervisor did not return your calls until you spoke with CMS’s regional manager, and shortly thereafter, the LO contacted you and informed you that the June 30, closing date was delayed until July 15, The loan did not close on July 15, as expected and you feel that CMS’s communications with you have been dishonest A review of our records found that you initially applied for a fixed rate Federal Housing Administration (“FHA”) insured loan during a telephone conversation with a representative of CMS on or about May 27, During this telephone call, you provided CMS with a property address of Plymouth Drive, Irwin, PA with a loan amount of $88,A copy of this initial Uniform Residential Mortgage Application (“URLA”) is included here for your ease of reference Shortly thereafter, CMS provided you with disclosures based on the information contained within your URLAYou then notified CMS that the property address you had previously provided was incorrectBecause CMS also discovered that the loan amount of $88,outlined on your initial URLA was less than the loan amount you desired, CMS took the necessary actions to obtain a new URLA from youAccordingly, CMS completed a new telephone interview with you and began the necessary actions to assist you in completing a new URLA on June 2, That same day, CMS completed your new attached URLA which provided CMS with the correct property address of [redacted] and a loan amount of $95,243.00, and issued you the attached Good Faith Es***ate (“GFE”) with the property address of [redacted] CMS then withdrew your incorrect initial loan application on June 3, While CMS sincerely apologizes for any inconvenience you may have experienced due to the address and loan amount discrepancies on your initial disclosures, CMS respectfully submits that the disclosures were based on information provided to CMS during the telephone interview on May 27, Over the following weeks, CMS worked to complete the necessary processing of your loan applicationOn June 25, 2015, your file was sent to the loan processor for final preparation and once completed the file would be sent to CMS’s Underwriting DepartmentCMS understands that a projected closing date of June 30, 2015, was initially established, and was later rescheduled to July 15, While CMS does its very best to provide potential borrowers with an estimated closing date and a timeline of the expected approval, an approval is never guaranteed or promised until the time that the loan finance transaction is formally approved On July 6, 2015, the processor completed the preparation of your loan file and sent your file to CMS’s Underwriting Department for reviewOn July 9, 2015, the underwriter determined that after including all of your debt obligations, your financial circumstances resulted in Debt to Income (“DTI”) ratios that were outside of the allowable range for the FHA loan for which you appliedConsequently, your loan finance transaction was suspended until the concerns regarding your debt obligations could be resolvedOver the following weeks, CMS worked with you to resolve the debt obligation issues and your file was then sent back to the underwriter for further considerationOn July 23, 2015, CMS conditionally approved your loan finance request and issued you the attached Conditional Loan Approval Please be advised that as of August 5, 2015, there are still outstanding conditions that have not been satisfiedCurrently, CMS is not in receipt of your Federal Tax Transcripts after gathering information from your tax return to complete a 4506-T form and providing such form the Internal Revenue Service (“IRS”)The Internal Revenue Service (“IRS”) has rejected CMS’s attempts to obtain your tax transcripts for tax year because the address within the 4506-T form did not match the address on file with the IRSThe IRS requires the addresses contained within the 4506-T form to match the IRS’s records before tax transcripts are provided to CMS Please note that the file cannot be resubmitted to the underwriter until all outstanding conditions have been satisfiedConsequently, it is the responsibility of the loan applicant(s) to ensure that all outstanding conditions are received by CMS in order to continue with the review of your loan finance process It is also important to note that on August 4, 2015, CMS refreshed your credit reports and discovered that your credit reports contain additional debt as well as a new collection account that were not included within the initial credit reports received by CMSThese credit items have substantially affected your DTI ratios and the loan no longer falls within required ratios for a FHA loanUpon determining that the current DTI ratios no longer fall within required ratios for a FHA loan, CMS’s Regional Director is reaching out to you to explore any possible remaining options that will allow CMS to move forward with its goal to provide you with loan financing CMS understands that you are dissatisfied with the lack of communication you received from your LO and his supervisorWhile CMS’s records do show that CMS communicated with you, we acknowledge that the communication from CMS could have been more frequentCMS would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced due to any lack of communication with you from CMS In closing, CMS acknowledges that your loan finance request could have been processed faster and that the communication with you could have been more frequent; however, CMS believes that based upon your specific financial circumstances, as well as the events that led up to your complaint, the loan application process was completed in a manner that falls within the bounds of federal, state and local lawsMoreover, we submit that, due to your financial circumstances, the ultimate outcome at this stage would have been the same regardless of any perceived breakdowns in communicationShould you wish to further discuss any aspect of your loan finance process, we encourage you to contact Mr [redacted] ***, CMS’s MLD Regional Director at (714) 350- [redacted] 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 (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Eastern time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or calling 1-800-561-Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us 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 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern time or by mail at P.OBox 3489, Anaheim, CA