Carrington Mortgage Services LLC

October 23, 2017 Original Sent via U.SMail *** *** *** *** *** ***
*** ** *** RE: Loan
No.: ***the Complaint No.: *** Borrower: *** *** Co-borrower: *** J***Property Address: *** *** *** *** *** ** *** Dear Mr*** & Mrs***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 28, 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 express dissatisfaction over the fact that your loan was previously serviced by *** *** Bank, N.A(“*** ***”) and that your loan was service transferred to CMSFurthermore, you allege that CMS charges its customers a fee for making payments to reduce an account’s principal balanceAdditionally, you express dissatisfaction with the service you received from CMS’s Customer Service Department practices in connection with some payment application issues that you have experienced with CMSMore specifically, you allege that you are attempting to make additional payments to your principal balance, yet CMS is applying those payments incorrectlyYour desired resolution is for your loan servicing rights to be transferred back to *** ***. At the outset, please note that the servicing of your loan was transferred from *** *** to CMS on or about November 2, At the time of the service transfer the loan was contractually current and due for the December 1, mortgage payment In connection with the service transfer, on November 11, 2016, CMS sent you a Notice of Servicing Transfer (“Hello Letter”)The Hello Letter was sent to your home addressFor your reference and review, 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 November 2, and to advise you that your prior servicer, *** ***, would no longer accept payments received from you after November 1, Additionally, the Hello Letter made you aware that, pursuant to the Real Estate Settlement Procedures Act (“RESPA”), CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transferAlso included in the Hello Letter was your new CMS account number, the address to submit your monthly mortgage payments, the address and 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. In response to your request that CMS transfer the servicing of your loan back to the prior loan servicer; please be advised that CMS respectfully declines your request. We respectfully submit that loan servicing rights are routinely bought and sold in the marketplace; however, the servicing rights are owned by the originator of the loan and subsequent assignees rather than by individual consumers. That being said, CMS reserves its right, should CMS decide to do so, to transfer the servicing of your loan at a later date. In regards to your allegation that CMS charges its customers to make additional payments to reduce an account’s principal balance, CMS respectfully disagreesRather, CMS assesses payment convenience fees in conjunction with some of the payment methods available to its customersPlease understand that CMS strives to accommodate the needs of its customers, and we pride ourselves on our commitment to the highest standards of customer serviceWith that said, CMS does incur personnel-related and technology-related costs to make certain payment avenues available to customersThe payment convenience fees represent our attempt to include a reasonable fee to recover the costs associated with providing those bona fide servicesMoreover, we note that the fees at issue are permitted by law and are comparable to fees charged by other companies in the mortgage servicing industryFinally, we would like to point out that CMS continues to make multiple payment options available to you at no cost, including AutoPay, payment online through your banking institution, or payment by checkThus, while we understand you would prefer that a payment convenience fee not be incurred, we believe that the fees listed above are reasonable and fair under the circumstancesFor a complete list of all of the payment options currently available and applicable fees (if any), we encourage you to visit our website at ***None of the fees imposed by CMS are dependent on whether payments are intended to be applied toward your principal balance. In regards to your dissatisfaction with CMS’s application of payments on your account, CMS has reviewed your CMS payment historyFirst, it is important to note that with regard to the application of payments, all payments are applied to a borrower’s account in accordance with the payment posting hierarchy established by the mortgage loan agreementMore specifically, all payments must be applied in the following hierarchy; first to satisfy a principal and interest payment due, second to any taxes and insurance payment due, then to escrow advances, then late charges, then corporate advances, then up to one (1) monthly mortgage payment in advance of the contractual due date, and any remaining funds are applied to reduce the principal balance It is worth noting that your account was set up for an AutoPay reoccurring draft, and pursuant to that reoccurring draft your monthly mortgage payment was withdrawn from your bank account on the first (1st) of the monthCorrespondingly, your monthly mortgage payments were satisfied by the AutoPay reoccurring draft payments on the first day of the month when the payments became dueThereafter, you would make an additional payment later in the month that you intended to be applied to reduce the principal balance on your accountPursuant to CMS’s suggested procedures, you would notify CMS that you were making an additional payment that you intended to be applied to principal balance on your account, and thereafter would contact CMS’s Customer Service Department, either by phone or online chat, and inform them that you would like the additional payment to be applied to your principal balance only, rather than by the aforementioned payment hierarchy In reviewing your account CMS has determined that in several instances CMS properly applied your payments per your instructions to reduce the principal balance on your account; however, there were also a few instances were CMS incorrectly applied your payments in accordance with the aforementioned payment hierarchy instead of in accordance with your directionCMS would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced due to the occasional inadvertent errors In reviewing your payment history, we concluded that all payment application issues have since been reversed and reapplied per your request and that your account now accurately reflects how you intended your payments to be appliedFor you to review the payment application on your account we have attached a copy of your CMS payment history along with a copy of the definitions and transactions codes as Exhibit “B”If you find that any payments were not applied in accordance with your wishes, please do not hesitate to contact me directly at *** ***, and I will be happy to assist you with your request. Finally, pursuant to Consumer Financial Protection Bureau guidelines, we have suppressed your credit reporting for sixty (60) days upon receipt of your complaintIn other words, we received your complaint on September 28, and the sixty (60) days will expire on November 27, As a result, CMS will not report your account status to the credit reporting agencies until December 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 *** ***. 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, *** J***Customer Advocate CC: Revdex.com Important Disclosures -VERBAL INQUIRIES & COMPLAINTS-For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at *** between 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***/. -IMPORTANT BANKRUPTCY NOTIyou 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 REPORTImay 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 INFORMATIyou 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 (800) 877-8339, 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, *** ** ***. -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, QUALIFIED WRITTEN REQUESTS (QWR)-Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to ***, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, *** *** *** *** ** *** Please include your loan number on all pages of the correspondence. You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at ***/. New York:New York City Department of Consumer Affairs License Numbers: ***; *** & ***This Collection agency is licensed by the City of Buffalo license numbers: ***; *** &***City of Yonkers Debt Collection Agency License Numbers: ***; ***& *** For New York Residents Only: 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 *** Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services

This was a long process mostly on my partDidn’t give up on me, Very patience and understanding very Happy to get out of an interest only loanThank You very much especially to Norman White who was always there for me Thank You again!

This company has terrible policy practicesMy mortgage was sold to this company from ***For the month of November I was unable to pay my mortgage because it was sold to carrington on the first of the monthAlso when my mortgage was dueCarrington mortgage took their time in giving me paperwork about where I can send my paymentThey waited until the 18th of the month to send me anythingSo I tried to call to pay with my bank and the payment was returnedThen tried to pay on their website and they never took the funds outI call today to hateful employees that claim I'm over two months over due and that they can do a payment over the phone but I have to pay $feeWhen I get angry and tell them that that is insane and that this payment is by no fault of my own they tell me that I need to stop dwelling in the pastI ask for a manager to complain and they just keep me on hold and send me to a answering machineI have never been so disrespected in my life

In October 2016, my mortgage loan was sold to Carrington MS by *** ***In January 2016, I received notice that my account was delinquent and that a payment was missingI have a third party payor system so my account is automatically debited every weeksSince January, I have been in contact with Carrington MS, my prior lender, and my third party payorThese exchanges have included three way phone calls, multiple faxes, upwards of 20-phone calls with no resolutionIt is now the end of April and my account is still delinquentI have talked to multiple representatives in the customer service dept, customer research dept, and the escalation dept at Carrington MSMyself and my third party payor have faxed/mailed proof of payment, transaction numbers, wire transfers, etcto prove that all payments were made on timeMy account now has multiple late fees and my credit has been hit numerous timesInformation that was specifically put together to prove payments were made on time

January 11,
Original Sent Via Revdex.com Portal and First Class Mail
*** ** ***
*** * ***
*** *** *** *** *** *** ** ***
RE: Loan No.: ***
Complaint ID #***
Borrower(s): *** ** *** and *** ***
Property Address: *** ***
*** *** *** ** ***
Dear Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) and received in our office via email on December 14, As CMS is committed to responsible lending and servicing, we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As a preliminary matter, although the above-referenced borrower has personally filed a complaint that requires CMS to respond via the same avenue of receipt, CMS has been notified that that your office is the borrower’s legal representativeAccordingly, CMS is responding directly to your office to address the borrower’s concerns
As we understand the complaint, the borrower is concerned that CMS is reporting his discharged mortgage to the credit bureaus inaccuratelyHe has also expressed dissatisfaction with the customer service he received because he feels that CMS has not returned his calls and has not connected him to a supervisor or the appropriate department to resolve the issues he has been experiencingIn particular, the borrower asserts that he has spent over one hour and twenty minutes on the phone with three different representatives who did not transfer him to anyone in chargeThe borrower has requested to speak to someone in charge regarding what he feels are poor business practices
At the outset, the servicing of this loan transferred to CMS on or about August 2, Attached is a copy of the Notice of Servicing Transfer (“Hello Letter”) dated August 3, The borrower filed for protection under a Chapter Bankruptcy, case number *** on September 16, On December 11, the court issued the attached discharge of all secured and unsecured debts listed on the borrower’s original petitionAs the borrower did not reaffirm the debt prior to obtaining the discharge, he is no longer personally liable to repay the discharged debtHowever, the discharge did not extinguish the lien on the subject property
In the complaint, the borrower has expressed concerns that CMS is reporting his discharged mortgage inaccuratelyCMS has completed our investigation and determined that the information reported to all four major credit bureaus, ***, ***, *** and ***, properly reflects the borrower’s credit statusCMS has also accurately provided the discharged mortgage information to the credit bureausOnce the information is submitted to the credit bureaus, the credit bureau is responsible for removing any data that should not be included in the credit reportAlthough the debt was discharged through the bankruptcy, the payment rating is not erasedTherefore, CMS respectfully disagrees with the assertion that it has reported the discharged mortgage inaccuratelyAttached please a copy of the information CMS sent to the credit bureaus with an Explanation of Codes and Frequently Asked Questions and Answers for your review
Next, the borrower contends that he was transferred to three different representatives and spent an hour and twenty minutes to get someone to assist with the issues he was experiencingWe acknowledge that CMS may, at times, experience an unusually high volume of callsConsequently, although CMS strives to answer all customer calls promptly, customers calling CMS may have occasionally experienced hold periods longer than we prefer while waiting to speak with a CMS representative or supervisorPlease know that CMS does everything in its power to speak with all customers and answer as many calls as possible within a reasonable timeframeNevertheless, CMS understands the borrower’s frustration and we sincerely apologize for any inconvenience or delays he may have experiencedWe will continue to improve on our services in order to offer a better experience for all of our customers
On or about December 14, 2015, the borrower contacted CMS requesting to speak to the Bankruptcy DepartmentThe CMS representative the borrower spoke to had difficulty verifying the borrower’s identityThe representative explained that in order to assist him, CMS needed to verify his identityAfter CMS was able to verify the borrower’s identity, the representative explained that the borrower would need to call back during business hours because the supervisor that he was trying to reach not working at that time
An hour later, the borrower contacted CMS requesting to speak to someone in the Bankruptcy Department to discuss a legal issueThe borrower was frustrated that he had to go through the verification process againAfter his identity was verified, the representative tried to find someone in the Bankruptcy Department to assist himThe borrower indicated that he had previously been placed on hold for fifteen minutes and the representative apologizedWhen the representative returned, she informed the borrower that his loan was not in an active bankruptcy and attempted to find someone else to assist himWhen she came back to the phone, he had hung upThen, the borrower called back and asked for the Legal Department’s mailing addressAfterwards, he requested to speak to an administrator or someone in chargeThe representative suggested that she would put in a request to have someone call him back within hoursThe borrower stated that CMS did not return his phone calls and has very bad customer serviceHe then requested to speak to a supervisorThe borrower’s call was then transferred to a supervisor
On December 16, 2015, CMS received a Cease & Desist from your office and notated the file accordinglyOn or about December 30, 2015, CMS received a credit dispute stating that CMS was reporting the loan inaccurately to the credit bureaus because the loan was current when the borrower filed Chapter BankruptcyAs stated above, CMS did report the loan accurately to the credit bureaus
We trust we have addressed the borrower’s concerns regarding the accountCarrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns the borrower may haveIf you have any further questions, the undersigned can be reached at *** *** Monday through Friday, 8:AM to 5:PM, Pacific Time

Carrington Mortgage bought my loan from Bank of America During this time I was going through a divorce and was trying to modify my loan I ended up going through foreclosure and tried to get a loan modification since my loan was FHA They would not budge or work with me at all They wanted my soon to be ex-husband's information even though I had a quit claim deed and denied my modification attempt based on the fact that he would not give me his info If you are going through any hardship, don't expect them to work with you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Please refer to original complaint: *** Proceeding the submission of my original complaint to the Revdex.com, I was assigned the Director of Home Retention, *** ***, to work on my caseI was advised that the costs assigned to the assumption of my mortgage would be covered by Carrington and that the assumption of my loan by my pre-qualified buyers would be that which paved the way for all other assumptions since they did not previously know how to handle a mortgage assumption, although this type of transaction has existed for many decades*** first made contact with me in the middle of November and assured me that a conservative estimate would be that we would close on the assumption of the property before the end of Throughout the second half of November and all of December, *** continued to send additional requests for information that was not requested on the original Assumption packet that we received and completed, submitted on 10/7/Documentation was submitted immediately upon requestThroughout this time period, *** never once proposed an official closing date and 1/1/came around and we never received any justification on why closing did not happen before the end of as we were originally toldThe buyers of my home secured an agent to represent them and assist with our understanding of requestsA closing date was set for 2/6/with the potential to be extended to 2/13/When I received this information in late January 2015, I immediately moved out of my home, moved into an apartment, and began working on cleaning my house, applying touch up paint, and fixing small damages to the walls/trim/caulking, etc as to prepare the house for the new buyersOn 2/5/2015, I received an email that we would not be closing on 2/I did not receive another email from *** until 3/(additional explanation will be required)I need this assumption to be completedBecause the timeline expanded by so much, accommodations have been made on my and the buyer's part as we attempt to maneuver our way through this processThe buyers of my home were prepared to move to be reassigned to *** (they are military) had the closing have occurred in They lost this opportunity since the closing was not complete and now the cosigner is being discharged from the military and will be able to come occupy the home, however Carrington has been pushing back on the closing of the property because they do not have the official date that she will be moving to ** to reside in the houseAdditionally, I am now responsible for both an apartment that I am living in and the mortgage of the house because I was not notified in due time that we would not be closing so that I wouldn't incur unnecessary expensesI need this closing to occur within weeks of the date this second complaint has been submitted
Regards,
*** ***

March 31,
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
*** ***
*** *** *** ***
***, ** ***
RE: Loan No.: ***
Complaint No.: ***
Borrower: Estate of *** ** ***
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 7, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry
As we understand your complaint, you state that you submitted a copy of the Affidavit of Heirship of *** *** *** to CMS in an effort to notify our office of the passing of your mother and to be provided with access to the accountYou go on to say that you corresponded with a CMS Customer Service Supervisor who failed to escalate your documents and request to CMS’s Legal DepartmentAs a result, you believe that CMS’s actions and handling of your request have been unprofessional, illegal, and unethicalConsequently, your desired resolution is for CMS to update the account information to reflect your name and the name of your siblings and to provide you with confirmation of the same
As a preliminary matter, please accept this correspondence as confirmation that CMS has reviewed the Affidavit of Heirship of *** *** *** and added you as an authorized third party representative on the accountMore specifically, our records confirm that CMS’s Legal Department reviewed your request on March 7, and approved adding you as an authorized third party representative upon receiving a copy of your birth certificate and account passwordAs of the date of this correspondence, you now have the ability to call CMS for any issues or concerns you may have regarding the administration of the loan
Furthermore, with respect to your claim that CMS’s actions and handling of your request have been unprofessional, illegal, and unethical, please accept this correspondence as confirmation that CMS does not engage in any type of illegal activity or unethical practicesContrary to your allegation, CMS abides by all federal and state laws and believes that we have properly serviced the loan pursuant to the loan documents
Nevertheless, we would like to thank you for bringing this matter to our attention and allowing us the opportunity to resolve your concernsPlease know that CMS understands your frustration and we sincerely apologize for any inconvenience you may have experiencedSpecifically, CMS sincerely apologizes for any unprofessional customer service you believe you may have experienced during your phone calls to our officeRest assured that CMS strives to accommodate all reasonable customer expectations and resolve all customer requests as timely as possibleLastly, with respect to the delay, we believe that the underlying causes for the delays have been resolved and it is unlikely that you will experience similar delays going forward
In closing, please be advised that although you have been added as an authorized third party representative, CMS is still unable to change the name on the account to your name or any other name without a formal assumption of mortgageIf you are interested in assuming the loan, you can submit a loan assumption eligibility request to CMS’s Customer Service Research DepartmentUpon receipt of your request, CMS will review if the loan is eligible for a loan assumption and generate an Assumption of Mortgage packet for your reviewYou may submit your loan assumption eligibility request directly to our Customer Service Research Department via fax at *** ***Please make certain to include your name and the loan number on every page of your request
If you have any questions or concerns in regard to an assumption of mortgage, CMS strongly encourages you to consult with a reputable attorney of your choice for further assistanceUnfortunately, CMS cannot provide you with any legal advice
Finally, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of the 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 the loan to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, ***, ** *** or fax your correspondence to *** ***
We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, ***, ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-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 Carrington Mortgage Services, LLC at *** *** Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** ***, ***, ** ***
***:
Notice to *** Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE *** DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, *** *** ***, *** ***, ***, *** ***A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT ***

My mortgage was sold by *** ** *** to Carrington Mortgage starting July 1st I received a letter from the former in June relaying this info stating that they would send a welcome packet with a loan # soon, nothing else about our loan would change, and late charges could not apply up to days On approx July ( I can provide phone records to verify) I called the Carrington # on the letter from *** to get info on starting to make payments as we have struggled in the past I was told that they did not have any account info yet and I should wait for their welcome letter with the new account # and address and then start sending payments A letter dated July 11th arrived July 19th it was a very formal, standard letter giving only the total of our loan that remains and a new account # No monthly pay slips of anything I send a monthly payment using the address in the letter and made sure our new account # was on the check I received nothing else from Carrington until a c

Carrington did not offer automatic mortgage payment until a few months agoUnbelievably, enrollment in automatic payment can not be completed online; instead, the customer has to mail a form to a physical addressAfter doing so, I received no responseThis lack of communication seems typical of this mortgage servicer; they send statements and other correspondence irregularly, and their website is often out of service
I thought all was well until I received a notification from my credit report monitoring service that negative information has been put on my reportCarrington had reported me to the credit bureaus after I had "missed" two paymentsIn that two months there had been zero physical or electronic communication from them to me to indicate that payments were overdueInfuriatingly, a few hours after I noticed the hit to my credit, and after I had submitted a payment for the full amount, I did receive a debt collection phone call from Carrington; why couldn't they have m

ive purchased a home on march 25th for 194k with the company carrington mortgage services since then ive had numerous threats of foreclosure letters sent to me stating none payment but when I call system is says paidmy monthly payment has been set at a month year fixso as of august I was not informed of them raising my mortgage up to a month, when I asked them why they stated "we are taking money out now for your next years taxes" which they also stated was dollars a yeari asked them where did they get information from they said from the internetSo I called the city and the county as well and they explained my taxes are only percent for my homeI then called carrington back explained to them what I found out, I found out that the previous owner had to pay dollars in taxes for failed inspections, come to find out carrington never called the county they just looked it up on the internet, carrington then said I needed proof, so I went to th

January 6, 2015*** ** ***Gregory StreetNormal, IL 61761RE: 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 December 10, CMS is committed to responsiblelending and servicing and we would like to address any concerns you may haveThe foUowingis our response to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this loan was transferred from JPMorgan ChaseBank N.A("JPMC") to CMS on or about December 3, Attached for your ease ofreference is a copy of the December 4, Notice of Service Transfer ("Hello Letter") sent toyou by CMS that notified you of the service transferAt the time of the service transfer yourloan was contractually current and showing due for the December 1, paymentA review of our records found that on July 17, 4, you contacted CMS and explained that youwould no longer be able to pay the mortgage payment as you were no longer employed and didnot receive any incomeYou went on to explain that the property was listed for sale for ninetydays and you received no offers to purchase the propertyIn an effort to assist you, the CMSrepresentative mailed you a blank mortgage assistance application and explained that you wouldnot be eligible for a loan modification until the time that you had an income.On July 31, 2014, CMS received your initial mortgage assistance application indicating yourdesire to liquidate the propertyOn August 5, 2014, CMS determined your initial applicationwas completeA review of your application confirmed that you were not receiving any incomeat the timeBecause you had no income, CMS would be unable to offer you any home retentionoptionsAccordingly, CMS issued you the attached Home Affordable Modification Program("RAMP") Non-Approval notice that provided you with additional information surrounding thenon-approval reason.That same day, CMS forwarded your mortgage assistance application to the liquidationdepartment to further process your request for mortgage assistanceOn August 6, 2014, CMSissued you the attached Pre-Foreclosure Inquiry- Information Disclosure that provided you withinformation surrounding the United States Department of Housing and Urban Development(HUD) Short Sale ("SS") program known as a Pre-Foreclosure Sale ("PFS").On August 11, 2014, you contacted CMS and inquired whether CMS received your mortgageassistance applicationThe CMS representative confirmed receipt of your application andinformed you that the SS was in review at that timeOn August 21, 2014, CMS ordered anappraisal of the property via the Equator Loss Mitigation Platform ("Equator').On August 29, 2014, CMS provided you with a status update regarding your request for aS andexplained that CMS was waiting for the completed appraisal to be returned to CMSDuring thisphone conversation, you acknowledged that you did not yet have any offers to purchase thepropertyThe CMS representative went on to explain that once the completed appraisal wasreceived, CMS would submit your SS request for approval.On October 27, 2014, CMS was not in receipt of the completed appraisalIn an effort todetermine the reason for the delay of the completed appraisal, CMS contacted the appraisalcompany via Equator and inquired into the reasons the appraisal was not yet completedOnNovember 4, 2014, CMS received the completed valuation.On November 20, 2014, CMS spoke with you and requested that you provide written permissionallowing CMS to discuss your loan with your real estate agent as well as a copy of the listingagreement for the property at your earliest convenienceThe CMS representative also informedyou that the appraisal returned a property value of $48,and you confirmed that theproperty was listed for $52,The CMS representative informed you that once you securedan offer to purchase the property, you would be required to update all information included inyour mortgage assistance application.On November 25, 2014, CMS received written permission allowing CMS to discuss your loanwith ME RealtyAt that time, CMS continued to request that you provide the listing agreementthat was requested from you on November 20, Because CMS appeared not to be in receiptof the required information, CMS issued you the attached SS non-approval notice that informedyou that CMS was unable to complete your SS request because CMS was not in receipt of therequested information.On December 5, 2014, CMS received your new mortgage assistance application indicating yourdesire to liquidate the property by way of aSSOn December 8, 2014, CMS spoke with you andconfirmed receipt of your new SS applicationOn December 10, 2014, CMS completed aninitial review of your application and determined that CMS appeared not to be in receipt of therequired listing agreementAccordingly, CMS issued you the attached Initial IncompleteAcknowledgement - Short Sale/Deed in Lieu ("DIL'') that required CMS to be in receipt of themissing information on or before January 9, 2015.On December 17, 2014, CMS spoke with you and during this phone conversation the CMSrepresentative requested that you provide the email address for your real estate agent so thatCMS could send your real estate agent an invitation within the Equator systemBecause youwere unable to provide CMS with your real estate agent's email address, you agreed to have yourreal estate agent contact CMS to provide the required email address.Later, on December 17, 2014, CMS was provided with your real estate agent's email address andextended an invitation to your real estate agent within EquatorThe CMS representative providedyou with information surrounding the SS process and the timeframes to complete the review ofyour SS requestOn December 22, 2014, CMS again spoke with you and informed you thatCMS appeared not to be in receipt of the missing information.Although you explained that the missing information was sent to CMS three times, CMS wasunable to confirm receipt of the information at that time and requested that you resend themissing information to CMS at your earliest convenienceThe CMS representative attempted totransfer your call to the SS negotiator that was processing your file; however, because thenegotiator was unavailable at that moment, you agreed to call back at a later timeThe CMSrepresentative provided you with the email address as well as CMS's online borrower portal asanother avenue to provide CMS with the missing information.While CMS regrets any inconvenience you may have experienced while contacting CMS, pleasebe advised that it is the policy of CMS and the investor of your loan that CMS verify youridentity, obtain the reason for default, property occupancy, and provide you with the status ofyour loan including the loan due date, total amount due, credit implications, and any Notice ofIntent to Foreclose (''NOI") that may have been issued to you while speaking to you on thetelephone.Upon receipt of your complaint, CMS completed a thorough review of your loan beginning withthe initial contact from you requesting mortgage assistanceAfter a diligent investigation, we areable to confirm that CMS was in receipt of the requested listing agreement on November 25,and due to a clerical error, the listing agreement was not documented as receivedWesincerely apologize for any inconvenience this inadvertent clerical oversight may have causedyou and thank you for bringing the matter to CMS's attention.It is important to note that pursuant to investor guidelines, all documents contained within yourSS application must be dated within ninety days of the date the SS approval is requested from theinvestorIn an effort to ensure that CMS is able to finalize the SS review as soon as possible, wehave requested that the SS negotiator complete a thorough review of your SS application toidentify any documents that may be outdated or will become outdated in the very near future.Accordingly, CMS has determined that your Request for Mortgage Assistance form ("RMA"),bank statements, and the required 4506T-EZ form have expired as each of these items are datedgreater than ninety daysFor your ease of reference, we have included blank copies of the RMAform and the 4506T-EZ formCMS is also not in receipt of the required printout of the onlineMultiple Listing Service ("MLS"), (a screen print of the listing on the MLS is acceptable)CMSwill request these updated documents directly from your real estate agent which should beuploaded into the Equator system as soon as possible.Notwithstanding the above, CMS ordered an appraisal of the property via Equator on December29, As of the date of this letter, CMS awaits receipt of the above outlined missinginformation and the return of the completed appraisalOnce CMS receives the missinginformation and the completed appraisal, CMS will appropriately finalize the review of your SSrequest in hopes that the SS request will result in an approvalShould CMS discover that anyadditional information is required at a later date, CMS reserves the right to request that youprovide any required information to CMS at that time.Based on the foregoing, we believe the record is clear that CMS is committed to assisting you inavoiding foreclosure and will continue to work with you to fmalize the SS requestAgain, wesincerely apologize for the inadvertent clerical error that led to CMS requesting information thatwas previously provided to CMSShould you wish to further discuss the SS process, weencourage you to contact our Home Retention Department at (866) 874-for furtherassistance.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, 8:00AM to 5:00PM, Eastern Time. Sincerely, *** ***Customer AdvocateCC: Revdex.com

C.M.SHas acted in bad faith with me and thousands of other people and yet you have c.m.sWITH
AN A+ RATING? NO This is a mistake on your partC.M.S.Are nothing more then professional thieves,
CROOKS ,Predatory schemers.LOOK at the reviews why have you not done this.Do not let any of our
vet's go to CARRINGTON Mortgage services as I have , I A Disable vet just wanted to save $
or so and reopen a escrow Requested so nov,11,to cms days short of 3mo's said no as you
have one late charge?? NO as a MR.*** MY Loan officer had told me in NOVEMBER THAT WE would be
closed by DECEMBER 31,2015, And I had recieved a payoff statement in late NOVEMBER I DID NOT NOR
WOULD YOU MAKE A DECEMBER PAYMENTI ASK FOR HELP AND GOT ONLY HURT AS Thousands of others have?
And you have them A+ NO This must change and I WANT them to know I AM GOING to put a stop to all
of their abuse and financial exploitation of the elderly and our vet's Starting with the B.B.B.,
TO our state attorne

Dear Mr***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com ("Revdex.com") received in our officevia email on March 2, CMS is committed to responsible lending and servicing and wewould 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 claim that the CMS website did not allow you the option topay an extra payment toward the principal of your loan and you also allege that when you calledCMS to inquire about this matter, you experienced two unpleasant conversations with two CMSrepresentatives who were not helpful in assisting you with your request to make a $8,500.00principal paymentIn addition, you express concerns with the CMS representatives conductduring these conversations and indicate that when you requested to speak to a Supervisor youwere transferred to the Supervisor's voicemail box where you left a message for a call back and,as of the date of your complaint you had not received a response.Upon review, the records show that you contacted CMS on February 25, and during thiscall you expressed concerns with the inability to make a principal payment using the CMSwebsiteThe CMS representative informed you that unfortunately the CMS website currentlydid not allow extra payments to principal due to technical limitations, but that CMS was workingon enhancements to the website that would provide the ability to pay extra payments to principaland/or escrow and these enhancements were currently schedule for release next monthYouindicated that this inconvenience was costing you additional interest for each day that you wereunable to make the intended principal paymentThe CMS representative encouraged you tomake a payment by phone; however, the payment by phone had an associated fee of $15.00.You replied with expressed dissatisfaction and asked to speak to a SupervisorThe CMSrepresentative informed you that the Supervisor was not available but could transfer you to theCMS Supervisor's voicemail box at which time the call was transferredLater that same day,you called again and spoke to another CMS representative who accepted a payment by phone inthe amount of$8,and waived the associated fee of$15.00.On February 26, 2015, the CMS Supervisor, *** *** called you and apologized for theinconvenience caused by the CMS website limitations and also for any unpleasant interactionswith the CMS representatives during your calls of February 25, Mr*** assuredyou that an investigation concerning your allegations would be conducted by CMS and that CMSwould take whatever action necessary in light of the findingsLastly, Mr*** providedyou with his direct contact information to contact him for any future service needs and assistanceon your loan.Based on the foregoing, we conclude that CMS has responded to your inquiry regarding extrapayments for principal reduction accurately and has also provided you with reasonablealternatives until the CMS website is enhanced to support these types of payment options in thenear futureWe would also like to take this opportunity to thank you for bringing this matter toCMS's attentionCMS is always looking for ways to improve service levels and your feedbackis important us.In closing, we understand that borrowers may not wish to acquire the cost of the convenience ofmaking their payments by phone and for that reason; CMS offers borrowers a variety of paymentoptions to best fit their needs, including methods with no associated costThe list of CMSpayment options can be found on the billing statement or online at www.carringtoruns.com,where borrowers can also find information about the fees CMS charges.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, 8:00AM to 5:00PM, Pacific Time.Sincerely*** ***cc: Revdex.com-INQUIRIES & COMPLAINTSForinquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICEDEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 54285,Irvine, CA 92619-4285, or calling 1-800-561-Please include your loan number on all pages ofcorrespondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll freeand you may call from 8:00a.mto 8:00p.mEasternTime, Monday through FridayYou may also visit our websiteat carringtonms.com.-IMPORT ANT BANKRUPTCY NOTICEIfyou have been discharged from personal )jability on the mortgage because of bankruptcy proceedings and havenot reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not anattempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf youare represented by an attorney with respect to your mortgage, please forward this document to your attorney.-CREDIT REPORTINGWemay report information about your account to credit bureausLate payments, missed payments, or other defaultson your account may be reflected in your credit reportAs required by Jaw, you are hereby notified that a negativecredit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill theterms of your credit obligations.-MINI MIRANDAThis communication is from a debt collector and it is for the purpose of collecting a debt and any informationobtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection PracticesAct and does not imply that we are attempting to correct money from anyone who has discharged the debt under thebankruptcy laws of the United States.-HUD COUNSELOR INFORMATIONlf you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors orcounseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287or toll-free TDD (800) 877-8339, or by going to http://www.bud.gov/officeslhsg/sfhlhcc!hcs.cfrnYou can alsocontact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.-EQUAL CREDIT OPPORTUNITY ACT NOTICEThe Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on thebasis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity toenter into a binding contract); because all or part of the applicant's income derives from any public assistanceprogram; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act.The Federal Agency that administers CMS' compliance with this law is the Federal Trade Commission, EqualCredit Opportunity, Washington, DC 20580.-SCRA DISCLOSUREMILITARYPERSONNEL/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 significantprotections and benefits to eligible military service personnel, including protections from foreclosure as well asinterest rate reliefFor additional information and to determine eligibility please contact our Military AssistanceTeam toll free at 1-888-267-5474.-NOTICES OF ERROR AND INFORMATION REQUESTSYou have the right to request documents we relied upon in reaching our determinationYou may request suchdocuments or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567,Monday through Friday, 8:00a.mto 8:00p.mEastern Time or by mail at P.OBox 54285, Irvine, CA 92619-

My mortgage lender, Carrington Mortgage LLC, failed to pay my home insurance, letting it lapse on 02/06/When I called them, their rationale was "we never received an invoice"I was told by Brittany at Carrington that I could pay it myself and close my escrow accountShe stated that the type of mortgage I have, "a USDA PMI loan" IS eligible for escrow removalI paid the $to *** *** for a year's worth of insurance myself that day (02/09/16) and my policy was reinstated immediately Then I mailed the request to close my escrow account to Carrington as instructedNow Carrington will not allow me to close the account, nor will they refund my insurance money because they state my type of loan must have an escrow account and that they do not refund escrow moneyIt is not acceptable that they keep my money like this

Horrible customer serviceNot receiving payments

My Mortgage was sold to Carrington Mortgage in September I was never notified, by the time I received any notification from Carrington Mortgage I was behind in my payments I called to get the issue resolved and was told the foreclosure process had started and I needed to fill out additional paper work, I was told that would get out to me in days It never came I called again and was told the same storyI was given a dollar amount that I needed to pay by a certain date and was told this amount could change due to other fees that may occur I have been charged fees that customer service can't explain why, my credit score has been damaged and I am still receiving charges and being told I owe money that can't be explained One Customer Service Rep told me not to worry about my credit score I have NEVER been late with a mortgage payment in years and the minute this company takes over I have nothing but problems! The customer service department is rude and not helpful

Carrington Mortgage Services LLC bought my delinquent mortgage from *** ** *** *** ** *** held on and refused to foreclose on the home for yearsCarrington finally foreclosed on the home and it sold at auctionI called in a number of times to find out the status and have been given different stories each time I call inI try to talk to someone in the foreclosure department, but they state that I am not allowed to talk to them, I have to talk to customer service and they will talk to that departmentI have very specific questions that the customer service reps do not understand and I never get the same answer even when asking the same questionI was told last week that the FHA delinquency status would transfer to the new owner because it was bought at auctionI call in today and ask the same question and was told no, that they would file for FHA insurance but couldn't tell me how long that would take or when they would even fileI want to be able to talk to someone t

Our loan was sold to CM as of Sept 1st 2017, we received little information about them from our previous servicer DiTechI attempted to call on Sept1st to make my payment however CM told me that they didn't have our loan information at that time and to give it a few days and they would get a welcome packet sent to us and we could make our paymentFast forward another days, Sept11th, we finally get a letter in the mail telling us our options to avoid foreclosure! I'm confused, we have not been late on our payments in years, I have bank statements to show we have never missed a payment and they are threatening foreclosureI call CM, sit on hold for minutes to finally speak to someoneThe lady was extremely rude and unprofessional, she tells me that she can't give me any information and that she knows I haven't been making paymentsWhen I tell her that I have the proof she hangs up on meI waited an hour to calm down and call back, this time sitting on hold for minutesA lady answers and I tell her my issue and that I can not make a payment online or through the phone payment system, she then tells me that is because I haven't made a payment since June 1st and if I don't pay two months worth of payments they will not take my moneyI tell her that I am looking at my bank statement and see where I made a payment to my previous lender on July 1st and August 1st 2017, she then puts me on holdShe comes back after a long wait and says that the payments were in fact made however they went towards my escrow account rather than my monthly paymentsI asked her why this was and she said because we can
She then places me on hold again without telling me and then a lady named Jessica picked up, I once again explain the situation and the frustration and she assures me she is going to make things rightShe speaks to her manager and they tell me that they will move these funds back into the account to make my monthly payments for July and August and that I have $in unapplied fees available as wellShe states that I can't make a house payment until these payments have been applied to my account but that she will also credit the $to my account making my September payment cheaperShe tells me she will give me a call back in two days, this was days ago and no call back, and that she will call me when the account has been fixed, to no avail I still have a messed up account showing I am behind, no calls are being returned, and I have yet to be able to make my September house paymentWhen I told her I was contacting my attorney she told me she would fix everything and there would be no need for that
Whatever you do, do not use this company, we are less than three weeks in and are already looking for a way out!!

My mortgage was sold to Carrington Mortgage by Bank of AmericaCarrington is the worst company I have been involved withThey try to set the customer up to pay them late fees and extra interestThey refuse to send me statementsThey say if you have ever in your lifetime filed a bankruptcy they flag your account because you will likely do it againThey further say that the law says they are not allowed to send you any communication, so they can't send statementsMy bankruptcy was years ago and it was discharged in They are telling me it doesn't matter, the law says they can't send statements to a person who has filed bankruptcy no matter how long ago it wasThey refuse to send any information telling me in writing that they will not send statementsThe last information I received from them was a statement increasing my mortgage by more than $When I called to question them, they said they require three months worth of escrow and that I could pay them upfront or pay it monthlyThat was the last statement I received before they suddenly stoppedThis company is getting away with discriminatory practices and ploys to gouge the customer with late fees and interest by withholding statementsIf you guess how much you are to pay them and it's short because they have added extra fees, they will pile late fees on top of the fees you didn't know you owed because they refuse to send statementsThey company denies this telling me they don't charge late fees and extra interestI know that is an outright lieIf you are reading this and have had a problem with Carrington Mortgage please file a complaint with consumerfinance.gov or call them at (855) 411-CFPB (2372)This is the government regulatory entity that handles the financials like banks and mortgage brokersI can't imagine how this company has an A+ rating with complaints and reviews (reviews with mine) mostly negative- 96% negativeThis dampens my trust for the Revdex.comI'm guessing Carrington has deep pockets and complaints no longer matterIf you are a lawyer who is able to begin a class action suit against this company please begin it