Carrington Mortgage Services LLC

November 9,
*** ** ***
** *** *** *** ** ***
RE: Loan No.: ***
Borrower: *** ** ***
Property Address: ** *** *** *** ** ***
Complaint I.DNo.: ***
Dear Mr***:
The *** ***
Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on October 21, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As we understand the complaint, you state that after your loan fell delinquent, you contacted CMS who informed you that your loan was not yet referred to foreclosure at that timeYou state that CMS provided you with the amount to cure the delinquency and the date in which CMS was required to receive such funds to bring your loan contractually currentYou further claim that you sent the required funds to CMS on the date specified; however, CMS referred your loan to foreclosure and returned the funds to you that same dayYou further state that every time you have contacted CMS, the amount to bring your loan contractually current has increased and that a foreclosure sale date has been scheduledYour complaint goes on to raise concern that the amount to reinstate your loan from foreclosure has increase by $in two days and that CMS has not provided you with assurance that if you send funds to CMS the foreclosure sale will be canceled
At the outset, please note that the servicing of this U.SDepartment of Agriculture (“USDA”) insured loan was transferred from *** to CMS on October 2, On October 6, 2014, CMS issued the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSAt the time of the service transfer your loan was contractually current and showing due for the October 1, mortgage payment
A review of our records found that CMS received timely payments from you during the months of October and November 2014; however, CMS received no payment from you during the month of December Over the following months, your mortgage payments were consistently paid more than thirty days lateTherefore, on January 2, 2015, CMS began efforts to assist you in retaining ownership of the property by issuing you a solicitation notice informing you of the no-cost programs that were designed to assist borrowers seeking to avoid losing a home to foreclosure
In addition, our records show that CMS attempted to contact you numerous times via telephone and also sent you letters informing you of the status of your loanRegretfully, you did not respond to CMS’s contact attempts until CMS contacted you on March 11, At that time, your loan was contractually in default for the February 1, mortgage paymentDuring this phone conversation you explained that you were unaware that the servicing of your loan was transferred to CMS and that you had been sending mortgage payments to your prior loan servicerBecause you were at work and you were unable to continue the phone conversation, you agreed to contact CMS at your earliest convenience to resolve the loan delinquency
Later that same day, CMS received a call from an Unauthorized Third party (“UTP”) who identified herself as *** ***The CMS representative that answered the call notified Ms*** that it would be necessary for CMS to be in receipt of written permission from you in order to discuss loan details with herThe CMS representative provided the UTP with the fax number for you to send such written authorization to CMSCMS is able to confirm that CMS has received no such authorization from you nor did you contact CMS to resolve the loan delinquency as you indicated during the March 11, phone conversation
Nevertheless, CMS continued diligent efforts to contact you over the following monthsOn July 3, when your loan was due for the June 1, payment, CMS issued a new solicitation notice informing you of the no-cost programs that were designed to assist borrowers seeking to avoid losing a home to foreclosureOn July 7, 2015, CMS issued the attached Notice of Intent to Foreclose (“NOI”) to you via certified mailAs you may recall, the NOI notified you that your loan was in default for the nonpayment of the June 1, contractual payment and provided $1,as the amount required to cure the delinquencyThis letter also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the property
Over the following months, CMS again continued numerous attempts to contact you in an effort to resolve the loan delinquencyIn addition to telephone calls being made and letters being sent to you, CMS even went as far as to send a property inspector to your home to communicate with youIn fact, it was on August 26, when a property inspector physically knocked on your door in an attempt to have you communicate with CMSBecause you were not at the property at that moment, a sealed letter was left with Ms*** requesting that you contact CMS at your earliest convenienceRegrettably CMS again received no such contact from you
As of September 14, 2015, your loan was still contractually in default and showing due for the June 1, mortgage paymentThat day, you finally contacted CMS and during this phone conversation, the CMS representative confirmed that the telephone number CMS had been calling was validYou also explained that you recently realized that it was CMS that was attempting to contact you; however, at the time the calls were made, you did not answer because you previously did not recognize CMS’s telephone number
You then explained that you believed your wife was paying the mortgage payments and found that your loan was delinquent after opening a letter sent to you from CMSAfter you requested the past due amount, the CMS representative provided you with the total amount due to bring your loan contractually current which was $2,It was at this time that you notified CMS that you would bring the loan contractually current by the end of that week or, at the latest, the following Monday which would have been September 21,
Contrary to your claim that you paid the proper amount to CMS within the required timeframe, CMS received no such payment from you on or before September 21, Consequently, the subject loan was reviewed and approved for foreclosure effective September 23, Your loan remained contractually delinquent and due for the June 1, and subsequent mortgage payments at the time of the foreclosure referralWhile CMS is uncertain as to the reason you claim that you remitted funds to CMS within the required timeframe, CMS respectfully submits that CMS was not in receipt of funds to bring your loan contractually current on or before the loan was referred to foreclosure
Later on September 23, 2015, CMS received a call from an UTP who identified herself as your wifeDuring this phone call, the UTP explained that she wished to send a payment to CMSBecause CMS never received written permission from you to disclose loan or payment information to this UTP, the CMS representative was unable to notify the UTP that your loan was already referred to foreclosureCMS is able to confirm that your UTP was not provided with a payment amount; however, the CMS representative provided the UTP with CMS’s mailing address and explained that any funds sent to CMS would need to be in the form of certified funds
On September 28, 2015, CMS received funds in the amount of $2,via personal check number which were less than the amount of $2,necessary to reinstate the loanThese funds were returned to you on September 30, along with the attached letter notifying you that that your loan was referred to foreclosure and that the funds were being returned to you because payment arrangements were not made with CMS prior to receiving the fundsCMS would also like to point out that this payment was not in the form of certified funds as requiredIn fact, because CMS received a personal check, the check would have been returned to you even if payment arrangements had been made as CMS requires all payments for loans in an active foreclosure be in the form of certified funds
On October 8, 2015, you contacted CMS and questioned why CMS returned the above referenced payment to youThe CMS representative notified you that the funds were returned because your loan was referred to foreclosureYou were also informed that in order for CMS to accept funds from you, CMS would need to provide you with an updated amount to reinstate your loan from foreclosure which would include the incurred foreclosure attorney fees and costsThe CMS representative began the necessary actions to provide you with the reinstatement amount
During this phone conversation, you again explained that your loan fell delinquent because you believed your wife was paying the mortgage paymentThe CMS representative provided you with the loss mitigation options that may have been available to you and requested that a new solicitation notice be mailed to youYou were also notified that once the reinstatement amount was available it would be sent to you via first class mailBefore ending the call, the CMS representative informed you of the importance to communicate with CMS and encouraged you to follow up with CMS weekly until the loan was removed from foreclosure
On October 15, 2015, CMS completed and issued the attached Reinstatement Notification to youThis Reinstatement Notification provided you with the amount of $4,which was required to reinstate your loan from foreclosure and indicated that such amount was required to be in the form of certified fundsThe Reinstatement Notification also notified you that such certified funds must be received by CMS on or before November 1,
Please note that while you claim that the reinstatement amount increased by $in just two days, the corporate/expense advances amount of $included previously incurred default related fees assessed to your loan during the time that your loan was contractually in defaultCMS respectfully submits that the amount to reinstate your loan was accurate and that the corporate/expense advances were not increased by $over a period of two daysOn October 19, 2015, a foreclosure sale of the subject property was scheduled to occur on November 18,
Also on October 19, 2015, you contacted CMS and confirmed receipt of the mortgage assistance application included with the Solicitation NoticeThe CMS representative provided you with information to assist you in completing the mortgage assistance application; however, the CMS representative also notified you that a foreclosure sale date was scheduled after the Solicitation Notice was sent to youThe CMS representative also notified you that it was unlikely that CMS would evaluate your loan for a foreclosure alternative in time to stop the foreclosure sale if CMS received your complete mortgage assistance application within thirty-seven (37) calendar days before the scheduled foreclosure sale
CMS would like to point out that as of the date of that phone conversation, the November 18, was already within thirty-seven (37) calendar daysEven later that same day, CMS received your initial mortgage assistance applicationUpon review of your application, CMS confirmed that because there was a foreclosure sale scheduled for November 18, which was within thirty-seven (37) days, CMS was not required to acknowledge or review the mortgage assistance application
On October 20, 2015, you contacted CMS and claimed that you were unaware that your loan was referred to foreclosureYou also explained that you sent funds to CMS to bring your loan current, but that CMS returned the funds to youThe CMS representative explained that CMS sent you all foreclosure notices required under applicable law and that the funds in question were received and returned after CMS initiated the foreclosure processYou were also informed that CMS received your mortgage assistance application, and that CMS would not be reviewing the application because it was received within thirty-seven (37) days of the November 18, foreclosure sale
Because you were dissatisfied with this information, you requested to speak to a CMS supervisorYour call was then transferred to a CMS supervisor and you again expressed your dissatisfaction that CMS returned funds to youAs you were previously informed, the CMS supervisor reiterated that the funds were returned to you because your loan was referred to foreclosure and that once a loan is referred to foreclosure the full amount to reinstate your loan was requiredThe CMS supervisor confirmed that a Reinstatement Notification was issued to you on October 15, and encouraged you to reinstate the loan from foreclosure at your earliest convenience
On October 27, 2015, CMS spoke with you and during this phone call you confirmed receipt of the Reinstatement Notification requiring an amount of $4,to be received by CMS on or before November 1, You explained that you were working to secure the reinstatement amount and that you intended to send such amount to CMS in the form of certified funds
On October 28, 2015, CMS received certified funds in the amount of $4,These funds were applied to reinstate your loan from foreclosure and brought your loan contractually current and due for the December 1, mortgage payment in the amount of $That same day, CMS cancelled the foreclosure and returned your loan back to servicingAdditionally, CMS then sent you the attached letter notifying you that your loan was reinstated from foreclosure effective as of October 28, Our records show that CMS has had no further contact from you
In response to your concern that the total amount due to bring your loan contractually current increased every time that you spoke with CMS, CMS respectfully disagrees with your claimPlease be advised that your monthly mortgage payment is due on the first day of each month, and with every month that your mortgage payment went unpaid, the amount to bring your loan contractually current increasedMoreover, if the full contractual payment was not received by CMS on or before the sixteenth day of the month in which the payment became due, a late fee was assessed to your loan which will also increase the total amount due
Furthermore, CMS is able to confirm that CMS lawfully ordered and completed property inspectionsAt the time each of the property inspections were ordered, you had failed to perform the covenants and agreements contained in your Security InstrumentCMS conducts property inspections under such circumstances to ensure that the value of the collateral is being preserved and the fees associated with the property inspections are permissibly passed along to youEach time a property inspection fee was assessed to your loan, the amount to bring your loan contractually current also increasedIn light of the above, CMS respectfully submits that each time you were provided with the amount to bring your loan current, the amount was accurate based upon the total amount due at those times
Based on the foregoing, we believe the record is clear that CMS has diligently attempted to assist you in avoiding foreclosure, although you failed to respond to CMS efforts to provide you with mortgage assistance until after thirty-seven (37) days prior to the date of the foreclosure saleIt is also clear that CMS properly returned funds received from you because the funds were insufficient to reinstate your loan and were not certified fundsMoreover, once CMS was in receipt of certified funds sufficient to reinstate your loan from foreclosure, CMS promptly applied the funds to your loan and reinstated your loan from foreclosure the same dayTo the extent that statements in your letter consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are deniedShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
*** ***
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-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
-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
-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 *** *** *** *** ** ***
TENNESSEE:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance

I was extremely satisfied with my experience with Carrington and would gladly recommend them

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Dear Mrand Mrs***:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) and received in our office on March 4, 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 CMS is attempting to collect $in late charges and $in other feesHowever, you feel that CMS should not be able to collect these fees because your mortgage statements dating back to March 19, do not reflect these feesIn addition, you state that these fees do not appear on your online accountYou would like these fees removed from the account because you claim CMS did not make you aware of these fees.At the outset, a review of our records found that this Federal Housing Administration (“FHA") insured loan originated on or about June 6, Enclosed is your Note and Deed of Trust both dated June 6, 2008.Late ChargesPursuant to the terms of your Note and Deed of Trust, you entered into a promise to pay the principal sum of $128,927.00, with payments due on the first day of each month beginning August 1, If CMS does not receive your full monthly payment by the end of fifteen calendar days after payment is due, a late charge may be collected.As you may be aware, the servicing of your loan transferred from Bank of America to CMS on or about August 1, Enclosed is the Notice of Servicing Transfer (“Hello Letter”) dated August 12, At the time of the servicing transfer, this loan was delinquent and due for the July 1, paymentYour account also contained a late charge balance of $On or about August 29, 2014, the prior servicer forwarded additional unpaid late charges in the amount of $This increased the late charge balance from $to $410.36.Please note that pursuant to the Real Estate Settlement Procedures Act (“RESPA”) U.S.C2605(d), CMS does not treat any payment as late until the sixty days after the effective date of the servicing transferAt the conclusion of the sixty-day period, a late charge may be assessed by the servicer if your loan remains delinquent for those paymentsBased upon a review of your payment history, CMS did not assess a late charge for the payments due on August 1, and September 1, For your convenience, we have enclosed a copy of your payment history with transaction codes and definitions.On or about October 3, 2014, you agreed to participate in an informal repayment planAn informal repayment plan is designed to help our borrowers catch up on their mortgage paymentsCMS waives any late charges that may become due when a payment is collected under an informal repayment planOn October 31, 2014, CMS received your payments due for August 1, and September 1, On December 31, 2014, CMS received your payments due for October 1, and November 1, On February 27, 2015, CMS received your final repayment plan payment due for December 1, and January 1, CMS did not assess a late charge for payments due on October 1, through January 1, because these payments were collected during the informal repayment plan.On March 19, 2015, you called CMS to make a post-dated payment for March 31, At this time, your loan was due for the February 1, paymentA CMS representative accepted your payment for $1,and a SpeedPay fee for $The $SpeedPay fee is collected anytime a CMS representative receives a payment over the telephoneUnfortunately, this CMS representative inadvertently processed the payment for the same dayAs a result, the payment was rejected for non-sufficient funds and returned to you on or about March 23, At the time, CMS did not refund the $SpeedPay feeAs addressed in further detail below, we have removed this feePlease allow up to thirty days for the fee removal to be processed.On April 1, 2015, CMS received your payment and applied the funds to your February 1, paymentA late charge was assessed for $Thereafter, CMS received payments from you on April 30, 2015, May 29, 2015, June 30, 2015, August 6, 2015, August 31, 2015, September 30, 2015, October 30, 2015, December 31, 2015, January 29, 2016, and February 29, These funds were applied to the payments due on March 1, through December 1, paymentsA $late fee was assessed for each of these payments since each not was received by the end of fifteen calendar days the payment was due.Property Inspection FeesAs indicated above, your loan was delinquent and due for the July 1, payment at the time of the servicing transfer to CMSSince you had failed to perform the covenants and agreements contained within the Note and Deed of Trust, CMS contracted a local property preservation team to inspect and maintain the subject propertyCMS conducts property inspections under such circumstances to ensure that the value of the collateral is being preservedCMS has the right to collect the fees and costs it incurs while protecting its security interest in the property, as provided under Section 5, “Occupancy Preservation, Maintenance, and Protection of the Property; Borrower’s Loan Application, Leaseholds” of the Deed of Trust, which states, “Lender may inspect the property if the property is vacant, or abandoned, or if the loan is in default.Lender may take reasonable action to protect and preserve such vacant or abandoned property.” CMS has the right to collect the fees and costs it incurs while protecting its security interest in the property.Our records indicate that CMS has completed a total of sixteen property inspections from September 29, to March 11, A $property inspection fee was assessed for each of these visits for a total of $You may pay these fees as you goHowever, the fee balance will remain outstanding until paid in fullThese figures are subject to change and may not include any additional fees and costs assessed to the account after the date of this letterPlease note that additional property inspections may be completed if the loan remains delinquent.Mortgage Statements and Online AccountIn the complaint, you indicate that CMS should not be able to collect the outstanding fee balance due on this loan because your mortgage statements do not reflect these feesAfter reviewing the mortgage statements mailed to you by CMS, we respectfully disagree.At the bottom of each mortgage statement, CMS provides a late charge amount and clearly indicates that a late charge will be assessed if your mortgage payment is received after the sixteenth calendar day in the same month that the payment is dueIn addition, each property inspection fee that was assessed to your loan appears under the “Transaction Activity” section of your mortgage statementFor your ease of reference, we have enclosed each mortgage statement sent to you by CMS.Please note that mortgage statements are generated as a courtesy and are not required for submitting your scheduled monthly paymentsIt is your responsibility to ensure that your payments reach CMS on or before the sixteenth calendar day in the same month that the payment is dueOtherwise, a late charge may be collected.In addition, you state that these fees do not appear on your online accountAfter reviewing your online account, we respectfully disagreeOn your online account’s home page, CMS provides you with the total amount due on the loanIn the “Payment History” section of the website, CMS provides you a breakdown of each payment received and the dates each late charge was assessed to the loanFinally, when making a payment through the online account’s Western Union SpeedPay system, we provide you with the opportunity to view the total amount due prior to submitting a payment.SpeedPay Fee RefundOn or about April 2, 2015, CMS’s Customer Research Department received a written inquiry from youIn the inquiry, you requested a breakdown of the fees assessed to your loanOn or about April 15, 2015, Customer Research responded to your inquiry by providing a breakdown of the fees assessed to your loanCustomer Research did not issue a refund for this fee because they were unaware that your payment intended for March 31, was rejected due to CMS’s errorOn or about May 21, 2015, CMS received your complaint filed with the Revdex.comIn the complaint, you indicated that your payment was rejected due to CMS’s error and that you had not received the returned fundsIn our response letter dated June 16, 2015, we apologized for this mistake and advised you that a returned payment might take up to ten business days to reach your bank account.At the time that we issued the response, it appeared that the $SpeedPay fee was reversed on March 23, However, after reviewing your payment history in further detail, we learned that this fee was not removed from the accountWe would like to sincerely apologize for this oversightWe have removed the $SpeedPay feePlease allow up to thirty days for the fee removal to be processed.Loss Mitigation OptionsAs of the date of this letter, your loan is delinquent and past due for the February 1, paymentCMS received your last payment on February 29, The estimated past-due amount for your loan is $3,If you wish to reinstate your loan, you will need to obtain a reinstatement quote prior to submitting your reinstatement fundsA reinstatement quote can be obtained by contacting CMS’s Home Retention Department via telephone at (800) 790-9502, Monday through Friday between the hours of 9:AM and 8:PM, Eastern Standard Time.If you are having difficulty with making your mortgage payments, we encourage you to apply for a loan modification under the FHA Home Affordable Modification Program (“HAMP")The FHA-HAMP review process follows the United States Department of Housing and Urban Development (“HUD”) guidelines that govern FHA loansHUD sets forth strict guidelines regarding allowable loss mitigation options that require CMS to review loans in a specific order known as the “FHAWaterfall.” The order of the FHAWaterfall as directed in the HUD Mortgagee Letter 2012-is as follows: Forbearance Plan, Loan Modification, FHA-HAMP Loan Modification, Short Sale and Deed in Lieu of Foreclosure.For your convenience we have enclosed a Request for Mortgage Assistance (“RMA”) form, 4506-T, Monthly Living Expenses Worksheet and Statement of Information formYou may visit our online portal at *** to learn more about the program options and to upload the documents electronicallyYou may also submit your complete mortgage assistance application to the CMS Home Retention Department via fax at *** ***, or via email at ***Once CMS receives a complete mortgage assistance application from you, CMS will review your loan for all available loss mitigation options in accordance with applicable guidelines.We trust that this communication addresses all of your concerns noted in the complaintCarrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may haveWe can be reached at *** *** Monday through Friday, 8:AM to 5:PM, Pacific Time.Sincerely,*** ***Customer Advocate

My mortgage was sold to Carrington last year from *** ** *** where I paid twice a monthUpon the sale Carrington repeatedly sent me delinquency notices even though there were payments being made and an additional months payment in a "suspense" status that no one would move to the principal even though I called constantly I tried to pay online but viewing the account online showed I HAD to pay months of payments even though I only owed half of a months paymentsI called all the time NO ONE would help me to get the money moved It took several months and finally a rep from Carrington moved it However I still had to pay over a months payment since the transfer of a months payment "didn't really count as a payment"
I recently checked my credit report to find that Carrington has reported numerous months of late or no paymentsThis is simply not accurate When I called Carrington yesterday a rep was unhelpful and very rude I asked them to level up my call to a supervisor

CARRINGTON MORTGAGE is trying to EXTORT money from meI was in the modification processes with bank of america when my loan was transferred to CARRINGTON MORTGAGEmy trial payments were made to CARRINGTON MORTGAGE and my loan was modified after months I have no idea where my trial payments wentand now they continue to charge me more money for an escrow that should be paid for also EVERY month my note is changedone minute its $then its $then its $and then $and then $of which I paid $then its $and now its $they have decided to add a bogus attorney fee AFTER THE modification was signedCARRINGTON MORTGAGE IS A SLIMY COMPANY that wants to suck your equity out by any means necessary!! Every time I log on the account they beg for me to go paperless I'M guessing so they can have me to pay the lowest amonts due on the web page and then throw me into foreclosure because they obviously have two different areas calculating the monthly note....A

Carrington Mortgage uses them as my loan companyThey started processing my loan June told me I was preapproved I didn't sign another lease for my apartmentBecause I was surpose to be moving into a home soonMy realtor and I found the homeI sent them so much paper work, it was very stressful Every time I called one loan office asking me for something differentCalled again another loan office said I'm ok told me I'm approved and the underwriter has everything in order that's needed .I had spoken with so many officer that wasn't communicating with each other it was so stressfullThen finally was told all is well sent the money for appraisal and paid the inspectorI was excited, loan officer said I'm closing this week it's November now go on line filled out the loan paper work and get my certificateThe realtor ask me to pay the earnest money, did all I suppose to doWas told by my realtor and Carrington Mortgage congratulation on a Thursday we are closing FridayI'm so happy was tired of staying with people and dealing with so much from Carrington Mortgage faxing documentation ectI drove to the house looking at it saying I'm finally moving in next thing you knowLater that evening loan office sent me and email telling me I'm I'm denied the day before I closedI cried so hard had spent all that money on appraisal and inspection now I'm homelessThen added to that, because we kept signing extension my realtor said I lost my earnest moneyThen an loan office here in Georgia took over trying to help me and look at the loan told me Carrington Mortgage made many mistakes in my loan paper workHe called them to release the loan to him, they didn't want to own there mistakeI was told they fired one of the loan officer that was working on my loanI was told have to wait and 6months apply again or take an coventional loan with an higher interest rateI decided to wait and apply with another loan company The people at Carrington Mortagage I dealt with was horrible and it was so stressful!! I'm planning on putting in a complaint and asking them to refund all my money back never should have gotten that far in the first place if the paper work wasn't in order!!

Payments made on time and not missed are being reported to the credit agency as missed or late

Carrington Mortgage Svc llc took over my home owners loan, since they have taken over a year ago they have continued to call me every month requesting payment up to a week after my payment clearsFor June payment the payment was set up on the 30th of May and check was mailed on the 1stI continued to receive calls till 6/from Carrington After repeat calls from Carrington Mortgage and me informing them that the pymt was made on the 1st, I followed up with the bank the check dated 6/1/16, ck number had cleared my bank on the 8thAgain I informed Carrington to stop calling me, and also that there processing was an issue Customer care agent *** informed me at that time to start sending my checks to the overnight address at Carrington Mortg Svc, llc Attn Cashiering dept *** *** * *** *** *** *** *** ** *** He said that way the payment would get processed the next business dayThen again this month I arranged the check to send on 7/1/16, I have rec

This is a TERRIBLE mortgage company! I do not have anything positive to say what so ever I decided to split my payment one month and instead of applying it to my payment due, they decided to hold my funds in a suspended account without telling me Two months later, I happened to log onto my account and saw that it said I owed back payments! No warning, nothing! When I tried to resolve the issue, they told me over the phone I had to fax customer service a request to move the funds After doing so I called to follow up, they said I needed to fax them again Did so again Heard nothing Then I called to check on the status, assuming it would be handled as they had told me over the phone Nope, still showing my account was overdue I called again, and the customer service representative actually said to me that I had been "complaining ever since she picked up the phone"....REALLY? Of course I was complaining! Now my credit will show that I am behind on my loan even though I made all of my payments on time, I have called them multiple times to fix their mistake, and sent two faxes! The supervisor got on the phone with me and said, "I understand you are upset, but the rules for this just changed April 1st, my hands are tied." Rather convenient since I sent my (early) payment April 17th which started the whole mess!!!!!!!!!! I am absolutely LIVID!

In December and June Carrington Mortgage is stating that our monthly mortgage payments were late even though they were posted to the account in correct timeframeInyears we have never been late on a payment but ever since Carrington purchased our mortgage we have had issues with our account

I received a notice on or about December 3rd, from *** ** *** that they had sold my mortgage to Carrington Mortgage Services and they were no longer servicing my loanBy the third week of December, I still had not received anything from Carrington Mortgage so I used an address in the information from *** to send my December paymentBy January 12th, 2017, I still had not received any billing statements from Carrington Mortgage, so I called themThe representative (***) requested a payment for both December and JanuaryI advised that I had sent my December payment several weeks prior and it had cleared my checking accountShe did some research and advised me, they did receive my payment, just didn't post it to my account, she apologized and said she did not know why it wasn't posted and had it applied to my account that dayI also made a phone payment that day for my January mortgage paymentYesterday, January 25th, I received a certified letter from Carrington Mortga

Absolutely horrible company that has no regard or concern for the customerI had no choice in my mortgage being bought by this pathetic excuse for a companyExtremely long waits for callsNow charges to make online payments when it used to be freeSends bills for wrong customers to my addressAssesses late fees even though the payment was applied on timeRefuses to truly listen to customers questionsJust read answers from a scriptThere really should be laws against selling mortgages to other companies without a customer approval

Despite being provided with the appropriate information on different occasions, this company has continued to send harassing letters and has decided to purchase on my behalf, without permission, hazard insurance that is not needed as I already have it, and to include it escrow as part of my monthly payment

Our home loan was sold to CarringtonI could go on and on, but I will try to make it short
1) INACCURATE INFORMATION FROM EMPLOYEES: You will ask a question to one rep, ask it to another and get different answersYou do what they ask, then find out you were given wrong information(That costs you money)
2) IT'S NEARLY IMPOSSIBLE TO GET ANY COMPLAINT RESOLVED: They make you jump through a crazy amount of hoopsIt's so inconvenient & time consuming that I'm sure most people just give up instead of trying to get anything resolvedI couldn't talk to anyone on the phone about resolving my problemI had to FAX over a typed/written statement detailing the problem, & get copies of my bank statements faxed to themYou wait 3-weeks for a response in the mail stating the outcome of your complaint(Don't worry, you'll wait for a response, never get one, call them, & find out they never received it; Even though you faxed it twice to different people, & confirme

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

September 29,
*** ***
*** ***
F/K/A *** ***
* *** *** *** ** ***
RE: Loan No.: ***
Primary Borrower: *** ***
Co-Borrower: *** ***
Property Address: * *** *** *** ** ***
Complaint I.DNo.: ***
Dear Mr
and Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com regarding the above-referenced loan received in our office via email on September 18, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As we understand the complaint, you state that after you sent CMS a Verification of Mortgage (“VOM”) request, you contacted CMS to inquire how long it would take CMS to provide your new mortgage lender with the completed VOMCMS notified you that it could take up to thirty days for CMS’s Customer Service Research Department to respond to your requestYou claim that your attempts to speak with the Customer Service Research Department were improperly denied as was your request to speak to a supervisor within CMS’s Customer Service DepartmentYou are dissatisfied that it could take up to thirty days to complete your VOM request
As a preliminary matter, CMS has confirmed that the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from *** ** *** *** (“***”) to CMS on April 2, On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMSAt the time of the service transfer your loan was contractually current and showing due for the April 1, mortgage payment
A review of our records found that CMS received an initial VOM request from a representative of Homeowner’s Advantage on September 3, Along with the VOM request, CMS received the attached Borrower’s Certification and Authorization Form (“BCAF”) which is normally provided to loan servicers to release loan and information to an Unauthorized Third Party (“UTP”) such as Homeowner’s AdvantageAs you can see, this initial VOM request contained what appears to be an electronic signatureThis electronic signature did not match the signatures on any of your original loan documents
Please be advised that CMS requires that all requests to release loan and payment information to an UTP must contain the borrower’s actual signatureThis action is taken by CMS in an effort to protect the non-public private information of its customers and is within the bounds of federal, state and local laws and the related servicing agreementCMS respectfully submits that the practice to require a physically signed authorization form is common within the mortgage servicing industry
Because your signatures contained within the initial BCAF did not match any of the signatures affixed to one or more of your original loan documents, the VOM request was denied on September 3, On September 15, 2015, CMS spoke with you and notified you that in order for CMS to complete the VOM request, CMS would need to be in receipt of your physically signed BCAFOn September 16, which was almost two weeks after CMS received your initial VOM request, CMS received your new VOM request that contained your physical signatures matching the signatures affixed to one or more of your original loan documents
That same day, you contacted CMS and inquired whether CMS received your new VOM requestThe CMS representative was unable to view the new VOM request because it takes CMS’s Customer Service Research Department anywhere from twenty-four to forty-eight hours for to update the loan servicing system with the received VOM requestAccordingly, you were notified that the prior VOM request was rejected due to the fact that it contained an invalid signature; however, the CMS representative encouraged you to contact CMS in two business days to determine whether your new VOM request had been received
On September 18, 2015, CMS spoke with you and during this phone conversation you were informed that the new VOM request was not yet updated within the loan servicing systemDuring the call, the CMS representative explained that CMS typically responds to all written inquiries within no longer than thirty daysCMS is able to confirm that CMS does not typically take thirty days to respond to a VOM request, and we would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced due to the miscommunication regarding our policies and practices
Later on September 18, 2015, you contacted CMS’s Customer Service Department and requested to speak to a supervisor in an effort to have the VOM form processing expeditedAlthough a CMS supervisor was unavailable at that moment, you were informed that a supervisor within the Customer Service Department would not play a role in processing the VOM requestYou were also notified that, while CMS has a number of employees tasked with handling borrower calls, CMS’s Customer Service Research Department employees conduct research only and do not handle such calls
On September 23, 2015, CMS spoke with you and a representative from Homeowner’s Advantage during a conference callDuring this phone conversation, the CMS representative verbally provided information to all parties regarding the original loan amount, date of the service transfer, the date your mortgage loan was opened, current due date, next due date, and payment amountCMS understands that many lenders will accept VOM information verbally
The following day, CMS issued your Authorized Third Party (“ATP”) with Homeowner’s Advantage the completed VOM form with all requested information completed to fax number *** ***This VOM request was completed within only six business daysRegardless, CMS sincerely apologizes that CMS did not return the completed VOM request to Homeowner’s Advantage sooner
In response to your concern that your call was not transferred to a CMS supervisor, an investigation concerning your allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findingsAgain, we sincerely apologize for any inconvenience you may have experienced due to the fact that a CMS supervisor was unavailable to take your call at that moment
Based on the foregoing, we believe the record is clear that CMS properly rejected your initial VOM request as the VOM request did not contain a signature matching the signature affixed to one or more of your original loan documents and that CMS returned the completed VOM request within six business days of receiving your valid VOM requestShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
*** ***
CC: Revdex.com
IMPORTANT DISCLOSURES
-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
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at 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
-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
-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 *** *** *** *** ** ***
-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 ***
NEW YORK:
New York City Department of Consumer Affairs License Number
This Collection agency is licensed by the City of Buffalo license numbers: &
City of Yonkers Debt Collection Agency License Number:
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 *** or by visiting the Department’s website at www.dfs.ny.govCarrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services

January 20, 2015*** *** *** *** ** *** RE: Loan No.: *** Borrower: *** ** *** Property Address: *** *** ***, *** ** *** Complaint I.DNo.: ***Dear Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com regarding the above-referenced loanreceived in our office via email on January 8, CMS is committed to responsible lendingand servicing and we would like to address any concerns you may haveThe following is ourresponse to the issue(s) raised in the inquiry.As you are aware, our Customer Advocacy Department originally received an inquiry from theRevdex.com on December 17, which raises the same issues as this complaint.Accordingly, the loan was researched and a response was sent to you by CMS on January 17,2015, a copy of which is included here for your ease of reference.Because CMS has previously researched this matter in detail and determined that CMSpermissibly and properly assessed late charge and property inspection fees to your loan, CMSrespectfully declines your request to waive the feesPlease note that while the January 17, IScomplaint response has provided you with more than thirty pages of supporting loan documents,CMS is not attaching another copy of the pertinent documents in an effort to avoid unnecessaryduplication of efforts.Finally, your most recent correspondence appears to be substantially similar, or even identical tocorrespondence previously addressed by CMS; accordingly, no further response from CMS isrequiredMoreover, because CMS has now addressed this issue on multiple occasionsCMSwill not respond to future correspondence raising substantially the same or identical claims.Based on the foregoing, we believe the record is clear that CMS has properly assessed latecharges and property inspection fees to your loan after your loan became delinquent pursuant tothe Security Deed and Promissory NoteShould you wish to further discuss any aspect of yourloan, we encourage you to contact our Customer Service Department at (800) -forfurther assistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at (866) 874-5017, Monday throughFriday, 8:AM to 5:PM, Eastern Time.Sincerely,*** ***Customer AdvocateCC: Revdex.com

I decided to refinance my house to obtain a lower interest rate I have made all my payments on time with no reported late payments on my credit reports until Carrington Mortgage received their final payment from the company I refinanced withThe final payment was sent before noon on April 1, However, Carrington Mortgage updated my credit reports on the same day as the final payoff (April 1, 2016) indicating I was days late for the March and April payments How can I be days late for my March and April payments when $205,was sent to Carrington Mortgage on April 1, at 7:42AM? I have the documentation from the new mortgage company verifying the funds transferred on said date and time I have attempted to resolve the issue with Carrington Mortgage to no avail, they offer no way to communicate with the department or persons who handles these kinds of issues which makes this process troublesome and involves too many people to pass along relevant

I sent in partial payments for February and March's payments Four payments were sent for $each on the following dates Jan 30, Jan 31st, Feb, 19th, and Feb 28th At the time I was unaware that the payments were posted incorrectly I had spoken to a Carrington rep before I started doing partial payments over a year ago and was told that it was fine to do so Starting in January the payments stopped posting correctly I called in February because I received a letter stating that I was past due for payment The rep saw where the payments posted incorrectly and put in a request to fix them, I told him there were two more payments that were going to be coming in that way for March's payment and he assured me that they would post them correctly It didn't happen, I called back again and was told that one of the payments were sitting in unapplied and the other was in Escrow, and again I was told that they would fix it, didn't happen I kept receiving collection calls and another l