Carrington Mortgage Services LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Per the response from Carrington Mortgage Services (CMS), the day that rent is due I am able to add additional principle to my monthly mortgage payment. Also, per the response from CMS, my rent is due on the 1st of every month with a day grace period. Attached is a screenshot displaying my payment options for today 10/1/2015. As can be seen from the attached screenshot, I am currently unable to pay any additional principle towards my mortgage. I believe that this clearly demonstrates that CMS has not complied with my request, and the information that was provided in their response is inaccurate.Additionally, if the information provided in the CMS response message is accurate, I question why this information was not made available to the associate I spoke with previously on the phone so that the situation could have been explained to me then instead of having to go through this entire process. I'm sure many people have this same issue, so providing this level of information to the appropriate CMS personnel would save everyone a lot of time and trouble
Regards,
*** ***

PHIL K is a loan officer 614-410-He's been handling my refiIt's
been now six (6) months, and still my refiis not closedI've called and get the same run around I even requested to speak with his managerWas told they were going to call me, but no one has calledDon't know what to doPLEASE HELP ME !!!!!!!

April 15,
*** ** ***
Estate of *** ***
*** *** *** ***
*** ** ***
RE: Complaint No.: ***
Loan
No.:
***
Property Address: *** *** *** *** *** ** ***
Dear Mr***:
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint
filed with the Revdex.com (“Revdex.com”) received in our office via email
on March 22, 2016. CMS is committed to
responsible lending and servicing and we would like to address any concerns you
may have. The following is our response
to the issue(s) raised in the inquiry
As we understand your complaint,
you express concerns with the delinquent notices that you have received from CMS
because, you have been approved for a loan modification and have also been
making the modified payment amount for the past four months.
Upon review, our records show
that CMS reviewed and approved a Federal Housing Administration (“FHA”) Home
Affordable Modification Trial Period Plan (“TPP”). The TPP required you to remit four
consecutive monthly mortgage payments in the amount of $1,beginning November
1, through February 1, 2016. The
records show that you paid these payments as agreed, and on March 30, 2016, CMS
sent you the final Loan Modification documents.
The Loan Modification documents were sent to you via Federal Express,
tracking number ***, and the records show that they were delivered to
you on March 31, at 12:PM. Upon
receipt of your signed Loan Modification documents, CMS will finalize the
modification and complete the loan service system changes on your loan.
Please note that until the Loan
Modification is finalized, CMS is required to send loan servicing letters on
this FHA insured loan. The letters are
sent based on the account status as determined by the contractual due date at
the time, and these letters may include delinquency notices and Notice of
Intent to Foreclose (“NOI”) as applicable.
Please be advised that the NOI is a system generated letter that is
issued for every loan that appears to be past due for more than thirty-one (31)
days and is required by law prior to any initiation of foreclosure
proceedings. CMS’s intent was been solely to comply with applicable law,
to attempt to make arrangements to resolve the perceived delinquency, and to
transmit accurate information regarding the consequences of any failure to do
so. In addition, the TPP agreement
provides you disclosures and information on this topic. Attached for your ease of reference is a copy
of your TPP agreement
Please note that as of the date
of this letter CMS has not received your signed Modification Documents. If you have any question about your
modification please contact your assigned CMS point of contact, *** ***
at *** *** , 9:AM to 8:PM Eastern Time or via email at
***
We trust that this communication
addresses all of the concerns noted in the complaintShould you have any
questions please do not hesitate to call the Home Retention Department at
*** or the undersigned at *** ***, Monday through Friday, 8:
AM to 5:PM, Pacific Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For
inquiries and complaints about your mortgage loan, please contact our CUSTOMER
SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention:
Customer Service, *** *** *** *** ** ***, or by calling
***. Please include your loan number on all pages of
correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage
Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern
Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from
personal liability on the mortgage because of bankruptcy proceedings and have
not reaffirmed the mortgage, or if you are the
subject of a pending bankruptcy proceeding, this letter is not an attempt to
collect a debt from you but merely provides informational notice regarding the
status of the loan If you are represented by an attorney with respect to
your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about
your account to credit bureausLate payments, missed payments, or other
defaults on your account may be reflected in your credit report As
required by law, you are hereby notified that a negative credit report
reflecting on your credit record may be submitted to a credit reporting agency
if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt
collector and it is for the purpose of collecting a debt and any information
obtained will be used for that purposeThis notice is required by the
provisions of the Fair Debt Collection Practices Act and does not imply that we
are attempting to collect money from anyone who has discharged the debt under
the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If
you would like counseling or assistance, you may obtain a list of HUD-approved
homeownership counselors or counseling organizations in your area by calling
the HUD nationwide toll-free telephone number at *** *** or toll-free
TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or
by going to ***
-EQUAL CREDIT OPPORTUNITY ACT
NOTICE-
The Federal Equal Credit
Opportunity Act prohibits creditors from discriminating against credit
applicants on the basis of race, color, religion, national origin, sex, marital
status, or age (provided the applicant has the capacity to enter into a binding
contract); because all or part of the applicant’s income derives from any
public assistance program; or because the applicant has, in good faith,
exercised any right under the Consumer Credit Protection ActThe Federal
Agency that administers CMS’ compliance with this law is the Federal Trade
Commission, Equal Credit Opportunity, Washington, DC
-SCRA Disclosure-
MILITARY
PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the
military, please contact us immediately.
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief. For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our
determination. You may request such
documents or receive further assistance by contacting Carrington Mortgage
Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

May 28,
*** *** ***
*** ** ***
*** *** ***
*** ** ***
RE: Loan No.:
***
Complaint ID: ***
Dear Mrand Mrs***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com and received in our office via email on May 4, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in your inquiry
As we understand your complaint, you claim that after the service transfer, CMS sent you a billing statement with incorrect amounts due, and when you contacted CMS to inquire about the amount due on the billing statement, CMS informed you that the fees reflected on the billing statement were fees that were assessed by the prior servicer You indicate that you contacted the prior servicer who informed you that all your outstanding fees and late charges had been waived prior to the service transfer. In addition, you claim that the monthly payment amount on the loan should be $1,not the amount being billed by CMS of $1,213.66. You further state that you have faxed CMS documentation to support your claims; however, CMS has informed you that your fax has not been received.
At the outset, please note that the servicing of this Veterans Administration (“VA”) insured loan was transferred from *** ** *** *** (“***”) to CMS on April 2, 2015. At the time of the service transfer the loan was showing contractually delinquent and due for the March 1, payment.
Please note that, while CMS began servicing the loan on April 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 review, our records show that at the time of the service transfer the loan had an outstanding principal balance of $140,747.50, a corporate advance balance amount due of $210.75, late fees due in the amount of $524.16, a suspense credit balance of $48.34, and a monthly payment amount of $1,213.66. Please note that your monthly payment amount has not changed and has been in effect since May 2014. Attached is a payment history that shows the payment transactions on your loan at the time of the service transfer and thereafter through the date of this letter. Also, attached is a copy of the payment history that was provided to you by *** on April 29, which outlines the details of the late fees and property inspection fees assessed to your loan. It is important to note that these fees have been assessed to your loan on the month when a payment was not received within the grace period and are reflected in the payment history which clearly shows these fees have been assessed to your loan in a consistent fashion since May 2013. In addition, due to the past due status of your loan, property inspections were also performed and subsequently these inspection fees were also assessed to your loan.
On April 16, 2015, CMS received your March 1, payment in the amount of $1,213.66. On May 20, 2015, an escrow analysis was completed which resulted in a payment change from $1,to $1, beginning July 1, and a copy of this analysis is attached for ease of reference. On April 28, 2015, CMS received your payment in the amount of $1,which was applied to the April 1, payment in the amount of $1,and $to late fees. On April 29, 2015, you contacted CMS to inquire about the $amount due in fees. During this call, the CMS representative explained the amount in question was for property inspection fees at which time you disputed these fees and indicated you would be sending CMS a request to provide you a breakdown of the fees due. On May 21, 2015, you contacted CMS in response to a call made to you regarding your past due May 1, payment and you informed the CMS representative that your payment would be paid by the following Tuesday. Subsequently, on May 25, 2015, your payment in the amount of $1,was received and applied to your May 1, payment. As of today’s date, your loan is contractually current and due for the June 1, payment
Based on the foregoing, we conclude that the aforementioned amounts due on your loan that are also reflected on the CMS billing statements dated April 16, and May 18, are accurate, due and payable In preparing this response, we also contacted B of A and confirmed that the fees in question had not in fact been waived
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***

They have taken good care of my familyWe even refinanced with them and look forward to them taking care of our mortgage.P.S Even working through storm damage claims was painless

On 7-24-2016, my washer drain hose came out of the wall and while the washer was on the drain cycle, flooded my laundry room, kitchen, dining room, and part of my living room When I called my homeowner's insurance company, they informed me the claim would not be covered because the payment for the policy was never made in December I called the mortgage company and asked why it wasn't taken out of my escrow account and they had no answer They have been researching this for going on months now In the mean time, my flooring is ruined, my old insurance company will not insure me because of the "loss" and the fact the policy was cancelled due to non payment I had a tough time trying to find insurance and was finally insured through Progressive, however the cost is about $more than my old policy I have taken days off of work trying to get everything resolved Have made countless phone calls and have been told on every occasion that someone will contact me within

This mortgagecompany will not work with struggling Seniors,such as myself.I started having financial problems in 2016.With high doctor co-pays,plus paying for some of my medicines, I got behind in my mortgage payments.With being on a fixed income now,and poor credit,I could not borrow any money.Family members, and friends are struggling too.I am in a bankruptcy case,and I have asked Carrington Mortgage Services to send me a loan modification packet, because I want to keep my home.They keep giving me the runaround.I called and spoke tothem andwas told that I could not re-quest the packet,but the *** Law Firm Lawyer could.They have requested the loan modification packet twice,and they still will not send anything.It seem like they want to see me loose my home.I thought when you ask for hPeopleelp,the bussiness should be honest,and offer their customers assistance when needed.I feel like they are not fair.I just received an email about them getting ready to foreclose on me.When I

I called the number provided on my escrow statement to inquire about an increase in my paymentThe woman that took my call sounded like she was reading from a piece of paperShe could not answer any of my questions, then started talking over me when I stated that she wasn't answering my questionI asked for a supervisor, she told me she COULDN'T give me to a supervisor, but to the actual escrow departmentShe was supposed to transfer me to the escrow department, and "magically" disconnected meI have found this company to be unprofessional and shady every time I have to deal with them

Paid mortgage to Carrington 8/12/- via their online payment system - where our banking information was stored System generated a confirmation # Received letter 8/confirming payment & confirmation # Received statement from Carrington dated 8/w/ mortgage payment applied 8/8/received letter - payment rejected due to account not being found8/paid mortgage again via Carrington system - utilizing stored banking info previously used for all account payment transactions System again generated confirmation # & sent a letter 8/confirming payment had been processed 9/received another letter stating payment had been rejected due to account not being found Called Carrington customer service had customer service rep assist with making the payment System generated a confirmation number Received a mortgage statement from Carrington 9/showing 8/payment reversed, 8/($1,346.23) payment applied, & 8/payment ($1,346.23) reversed, a pay by pho

BE WARNED!!!!! CARRINGTON MORTGAGE IS A TERRIBLE COMPANY!!!!
We had a claim on our insurance they have held, and held our remaining balance, the customer service at this company is terrible I have called for weeks to be told a different answer every day!
Our contractor has done his work and the mortgage company is still holding 9K in their account of his money!!!
This started in the beginning of December now it is almost February and my contractor still hasn't been paid Day after day I call to get yet another stupid answer on why the check has not been sent First waiting for the inspection (WHICH THEY SEND THE INSPECTOR TO DO) then two weeks ago the check is being cut, now they say the insurance estimate doesn't match the check they sent! they had it at 16K MY insurance company sent a check for k! THEY ARE TERRIBLE>

June 26,
ORIGINAL SENT VIA REGULAR MAIL
*** ** ***
*** *** *** *** ** ***
RE: Loan No.: ***
Complaint No.: ***
Primary Borrower: *** ** ***
Property Address: *** *** *** *** ** ***
Dear
Mr***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) regarding the above- referenced loan received in our office via e-mail on June 1, 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 *** ** ***, *** (“***”) to CMSYou also allege that you paid your May 1, payment and that CMS never applied it to your loanYou go on to say that you emailed documentation confirming you had paid your May 1, payment and have not received a response from CMSConsequently, your desired resolution is for CMS to credit your May 1, payment, to remove any negative credit reporting submitted to the credit bureaus, and to waive all late fees assessed on your account
At the outset, please note that the servicing of your loan was transferred from *** to CMS on or about April 2, At the time of the service transfer your loan was contractually current and next due for the May 1, payment
As a preliminary matter, please accept this correspondence as confirmation that your May 1, payment has been properly applied to your account in the amount of $1,As of the date of this letter, your loan is current through July and next due for the August 1, payment in the amount of $1,
Based on a review of your loan, CMS received your May 1, payment in the amount of $1,on May 2, and inadvertently posted your payment to an incorrect accountThis inadvertent mistake resulted in CMS not having any record of your May 1, paymentResultantly, that is the reason why you received the No Payment Letter dated May 17, CMS sincerely apologizes for this inadvertent mistake and for any inconveniences that may have been caused
To clarify, please note that the No Payment Letter was automatically generated because your May 1, payment had not posted to your account due to an internal errorIn this particular instance, the No Payment Letter was sent prior to CMS applying your May 1, payment to your account
That said, CMS did not assess any type of late fee or report any delinquencies to the credit bureausAs a reminder, during the sixty (60) day period following the effective date of service transfer, CMS does not assess any late fees or report any delinquencies to the credit bureausThis information was sent to you in our Notice of Servicing Transfer (“Hello Letter”) on April 6, For your reference, a copy of the Hello Letter is attached hereto as Exhibit “A”
In closing, please know that CMS is not a company that will engage in any type of predatory practiceContrary to that notion, our company will address and rectify any error(s) that may occur and will do the utmost to assist any borrower with a complaintOnce again, the No Payment Letter dated May 17, was sent in error and prior to CMS applying your May 1, payment to your account
If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** *** or fax your correspondence to *** ***Lastly, if you wish to learn more about the additional services available at CMS please visit our website at *** to obtain that information
We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ** ***
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

I refinanced my mortgage on July 25, The loan officer was *** Wwith *** Finance Loan is in the amount of $636,445, year fixed rate FHA with cash out This is the problem:
The FHA loan documents/disclosures provided ahead of the loan showed $50,in cash outLater I was informed that a portion of this MUST be applied towards paying down revolving debt in the amount of $23,819, resulting in net cash out of $26, I did not object
The last loan disclosures I received days prior to closing did not list a cash out amount at all I emailed *** Wand his response was to call him, so I did, and he assured me that the total cash out is around $50K and after the revolving deb pay down will result in a cash back of around $27K
At closing I was shocked to find out that the cash back is only $18, The docs showed the lender decided unilaterally to apply $8,of the cash out towards "Principal Reduction" The closing attorney said he was

I have expirenced nothing but good in the years that I have been your customer! I would simply like to say Thank you

Carrington refinanced my mortgage and assured me I would not have to make my next month's payment and everything was handledThey messed up and still drafted my account and now tell me it will take days to refund me my money that they took in errorTheir customer service is unwilling to do anything to helpDo not ever work with this companyIf your bank sells your mortgage to them I recommend immediately refinancing with an accredited institutionNo idea how you can have an A+ rating when all reviews are negative

By far the biggest joke of a company that I have ever dealt with I’ve been trying to close on my house for the last 1/months I’ve signed three different purchase agreements I made countless phone calls countless emails and sent over countless paperwork I’ve heard promise after promise and lie after lie just yesterday I got my loan officer (Janna lopes ) on the phone and she told me we were good to close at the end of this week after making phone calls today I finally got a hold of her and now she’s telling me we’re not closing this week they have told me multiple times that they would call me back and never do I was originally supposed to close in November and it’s February and I’m still not closed you’re lucky if you get anybody to pick up the phone with them there’s been times where I haven’t heard anything weeks at a time this place has the pores business practices that I have ever seen I really hope someone reads this email and decides not to get their mortgage through carrington not to mention they have done three hard hits on my credit and refuses to remove any of them on top of the I spent on appraisal for the house that I am out of now I’m worse off than what I actually started at this place needs to go out of business

I filed for bankruptcy two years ago and didn't affirm the mortgage I was charged a series of bogus charges (Inspection, lawn service etc.)I wrote a letter to Carrington in August asking that these charges be investigated and removed? After several months, Carrington researched the charges and made a decision to remove the charges ($281.44) I have reached out to Carrington for months to see when the charges would be removed I sold the house in November and I had to pay the $ I was told that I would receive the refund with my escrow payment and that didn't happen I'm still waiting for the refund and no one at the company can tell me when I'm expected to get it At this point, I don't feel I will ever receive it They are giving me the run around and have done so for four months

After reading all the negative reviews with this company I wasn't surprise what happened to meI am new customer like many other who account was sold by BOAI mailed my monthly payment on January 4th it is January 12payment has been processedI am now forced to cxl my check and pay over the phone which will be at a fee of $My credit is in excellent standing so there I have no option but to pay over the phoneI called and spoke to one of their agents she advised me that they post payments as soon as they receive themI explained to her its hard for me to believe that it would take so long for us mail to be receivedI hope and pray that I find another company to refinance my mortgagePeople run like hell away from this company

October 5, Original Sent via Email to: *** *** ** *** Attorney at Law *** *** *** *** *** *** *** ** *** RE: Case
No: *** Borrowers’ Name: *** ***, *** *** and *** *** Loan No.: *** Property Address: *** *** *** *** *** ** *** Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint regarding the above-referenced borrowers filed with the Revdex.com (“Revdex.com”) received in our office via email on September 14, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns the borrowers may have. The following is our response to the issue(s) raised in the inquiry As we understand the complaint, the borrowers’ allege that after the service transfer to CMS in July 2016, they were informed by CMS that their loan was showing due for six months (March through August 2016), and the amount due was over $4000.00. The borrowers state that they believe this information is incorrect, because they filed bankruptcy in March of 2016, and the March mortgage payment was included in this bankruptcy. Additionally, the borrowers state that beginning April 1, they began making timely mortgage payments to the prior servicer. In addition, the borrowers state that after the service transfer to CMS, they continued to make timely mortgage payments to CMS. Furthermore, the borrowers indicate that they contacted CMS and provided proof of the payments made on their loan, but after reviewing the information they provided, they were informed by CMS that their loan was still due for the April payment. The borrowers disagree with this outcome and state that they believe their loan should be considered to be current. Upon review, our records show that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from *** ** *** N.A(“***”) to CMS on or about July 1, 2016. Attached for your ease of reference is a copy of the July 11, Notice of Service Transfer (“Hello Letter”) sent to the borrowers by CMS that notified them of the service transfer. At the time of the service transfer the loan was showing contractually due for the January 1, payment. While CMS began servicing the loan on July 1, 2016, 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. As the borrowers are aware, *** *** *** and *** *** ***r filed for Chapter bankruptcy protection on March 18, 2016, case number ***. Additionally, a Chapter Plan was filed on April 22, 2016, and the Order Confirming Plan was entered on May 18, by the Bankruptcy Court for the Northern District of ***. The Plan states that the borrowers owe an estimated pre-petition arrearage of $5,for this loan, and that they would be paying $monthly towards the arrearage. Attached for your ease of reference are copies of these documents. Please note that, at the time of the bankruptcy filing the loan was showing contractually due for the October 1, paymentThereafter, on April 5, 2016, the prior servicer received a payment in the amount of $589.90. This payment was applied to the next contractual payment due of October 1, 2015, in the amount of $578.97, and $was applied to the bankruptcy plan suspense account. Additionally, this payment was accounted for in the established Bankruptcy Plan tracking system, which shows this payment was applied to the April 1, post-petition paymentOn May 4, 2016, the prior servicer received a payment in the amount of $578.97. This payment was applied to the next contractual payment due of November 1, 2015, in the amount of $578.97. Additionally, this payment was accounted for in the established Bankruptcy Plan tracking system, which shows this payment was applied to the May 1, post-petition paymentOn June 3, 2016, the prior servicer received a payment in the amount of $577.00. As this payment amount was less than a full monthly payment amount of $578.97, this payment was applied to the bankruptcy plan suspense account. On June 9, 2016, the December 1, payment in the amount of $was applied using funds from the bankruptcy plan suspense account. Additionally, this payment was accounted for in the established Bankruptcy Plan tracking system, which shows this payment was applied to the June 1, post-petition paymentOn July 19, 2016, CMS received a payment in the amount of $578.97. This payment was applied to the next contractual payment due of January 1, 2016, in the amount of $578.97. Additionally, this payment was accounted for in the established Bankruptcy Plan tracking system, which shows this payment was applied to the July 1, post-petition paymentOn August 23, 2016, CMS received another payment in the amount of $578.97. This payment was applied to the next contractual payment due of February 1, 2016, in the amount of $578.97. Additionally, this payment was accounted for in the established Bankruptcy Plan tracking system, which shows this payment was applied to the August 1, post-petition paymentOn September 7, 2016, CMS received another payment in the amount of $578.97. This payment was applied to the next contractual payment due of March 1, 2016, in the amount of $578.97. Additionally, this payment was accounted for in the established Bankruptcy Plan tracking system, which shows this payment was applied to the September 1, post-petition paymentAs of the date of this letter, the loan is showing contractually due for the April 1, payment, and also showing due for the October 1, post-petition payment on the Bankruptcy Plan. Attached for your ease of reference is a payment history that shows payment transactions on the loan from September 8, to October 4, 2016. Based on the foregoing, we have determined that the contractual due date of the loan is accurate, and that the payments received from the borrowers have been applied to the loan appropriately in accordance with the established servicing policies and procedures for this FHA insured loan, and in compliance with applicable bankruptcy laws and regulations. In addition, CMS has properly documented and credited these payments in accordance with the borrowers’ Chapter Bankruptcy Plan. 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 complaint. The borrowers may contact CMS regarding the administration of their loan and may do so by calling our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. In addition, the borrowers can also send written correspondence including inquiries and complaints about this loan to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** *** or fax correspondence to *** *** Finally, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to the borrowers’ credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** *** Customer Advocate CC: Revdex.com *** *** and *** *** *** *** -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to *** -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at *** -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.It is clear that this business has no interest in resolving my complaint or keeping any good will of its customers, so the Revdex.com may as well close the case file. Carrington Mortgage probably does not care, but I will notify my colleagues, relatives and friends of Carrington Mortgage's unfair and callous treatment
Regards,
*** ***

May 11,
ORIGINAL SENT VIA REGULAR MAIL
*** ***
*** *** *** *** *** ** ***
RE: Loan No.: ***
Case No.: ***
Primary Borrower: *** ***
Property Address: *** *** *** *** *** ** ***
Dear Mr***:
The Customer
Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via e-mail on April 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 the complaint, you allege that your loan was recently sold from *** ** ***, N.A(“***”) to CMS and that you did not receive any notification from CMS about the saleYou go on to say that the only notification you received was from *** and that it informed you that your loan was being sold on April 2, and that all payments after April 1, needed to be sent to CMSYou allege that you called CMS multiple times and were on hold for over twenty (20) minutes with no answer from a CMS representativeLastly, you state that your mortgage payment is now late and that you are frustrated with CMS’s customer service
At the outset, please note that the servicing of your loan was transferred from *** to CMS on or about April 2, At the time of the service transfer your loan was contractually current and next due for the April 1, payment
Based on a review of your loan, please be advised that CMS sent you a Notice of Servicing Transfer (“Hello Letter”) on April 6, The Hello Letter was sent to your home address at *** *** *** *** *** ** ***For your reference, a copy of the Hello Letter is attached hereto as Exhibit “A”The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage loan payments effective April 2, and to advise you that your prior servicer, ***, would no longer accept payments received from you after April 1,
Additionally, the Hello Letter made you aware that, pursuant to federal law, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of transferAlso included in the Hello Letter was the address to submit the monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service DepartmentLastly, 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
Subsequently, CMS sent you a Notice of Sale of Ownership of Mortgage Loan (“NSOML”) on April 9, The NSOML was also sent to your home address at *** *** *** *** *** ** ***For your reference, a copy of the NSOML is attached hereto as Exhibit “B”The purpose of the NSOML was to advise you, as required by federal law, that ownership of the mortgage loan had been sold, transferred or assigned to a new creditorMoreover, the NSOML confirmed that your loan was sold on April 2, and that your new creditor was CMS
Furthermore, the NSOML reminded you that your new servicer was CMS and provided you with a contact number and a scope of responsibilities that CMS would handleLikewise, you were made aware that CMS would handle the ongoing administration of your loan which would include receipt and processing of payments, resolution of payment-related issues, and answering any other inquires you may have regarding your loanAdditionally, the NSOML further explained that the transfer of the lien associated with your loan would be recorded in the public records of the local County Recorder’s office for the county or local jurisdiction where your property is located
We acknowledge that, during the period immediately after the transfer of the loans from ***, CMS experienced an unusually high volume of callsConsequently, although CMS strives to answer all customer calls promptly, customers calling CMS may have occasionally experienced infrequent hold periods longer than we prefer while waiting to speak with a CMS representativePlease know that CMS did everything in its possession to speak with all customers and answer as many calls as possible within a reasonable timeframeNevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experiencedAdditionally, we believe that the underlying causes for the delays have been resolved and it is unlikely that you will experience similar wait times going forwardOnce again, CMS sincerely apologizes for any inconveniences you may have experienced and we will continue to improve on our services in order to offer a better experience for all of our customers
Lastly, our records do indicate receipt of your most recent payment in the amount of $and that it was applied to your April 1, paymentFor your reference, attached hereto as Exhibit “C” is a copy of your check (reference number 1115) received by CMS on April 20, Likewise, if you would like to view your recent payment activity or download a copy of your most recent billing statement, CMS encourages you to create your online account by visiting *** and clicking on the “Get Access” linkYou will then be prompted to enter your loan number and your social security numberContinue to follow the instructions on the screen and you will be asked to create a user name and password for your online accountPlease 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 always, 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 you may do so by calling our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** *** or fax your correspondence to *** ***Lastly, if you wish to learn more about the additional services available at CMS please visit our website at *** to obtain that information
We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ** ***
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to h***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** *** * ***