Carrington Mortgage Services LLC

At first when I saw some of the reviews I had my reservations, but after I applied and was going thru the process I must say that Elvis along with the entire loan processors made me feel welcomed, comfortable and positive as the process went onI would greatly recommend if purchasing a home to call or E-mail Carrington Mortgage so that YOU can also enjoy having been serviced like I did

October 13,
Original Sent via the CFPB Portal
*** ** ***
*** ***
*** *** *** *** ** ***
RE: Loan No.: ***
Primary Borrower: *** ** ***
Co-Borrower: *** ***
Property Address: *** *** *** *** ** ***
Complaint
I.DNo.: ***
Dear Mrand Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on September 16, 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 claim that on September 8, 2015, CMS improperly processed a duplicate payment from you for an unknown reasonYou state that you contacted CMS to request a refund of the additional payment and you are dissatisfied because the CMS representative informed you that you would need to send your written request to CMS which could take up to thirty days to resolveYou claim that after requesting to speak to a CMS supervisor, your call was disconnected and when you did eventually speak to a CMS supervisor, the supervisor was unhelpful and only complicated matters further
At the outset, please note that the servicing of this 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 on September 4, 2015, you accessed CMS’s Loan Servicing Website (“LSW”) and scheduled a mortgage payment in the amount of $which was applied to your September 1, mortgage payment in the amount of $that dayCMS is able to confirm that you also scheduled a second mortgage payment in the amount of $within CMS’s LSW that same dayAlthough this second payment may have been unintentional, this second payment transaction resulted in a successful payment being made to CMS in the amount of $which was applied to the October 1, mortgage payment in the amount of $and the remaining $was applied to reduce your principal balance
CMS would like to take this opportunity to remind you that by accessing CMS’s LSW, you acknowledged and agreed to the website disclaimers which specifically notified you that you were responsible for all information entered or submitted under your site passwordFor your ease of reference, the Accuracy of Information and Use of Passwords disclaimer is outlined below
Accuracy of Information and Use of Passwords
By entering or submitting information to this website, you represent that all information entered or submitted is true, accurate, current, and complete, and that you have the authority to enter or submit such information and authorize the transaction(s) for which you enter or submit the informationYou must maintain the confidentiality of your password(s)You will be responsible for all information entered or submitted under your site password(s)You must immediately notify Carrington Mortgage Services, LLC if you become aware of any unauthorized use of your site password(s)
In light of the above, CMS respectfully disagrees with your claim that CMS improperly processed an additional mortgage payment as you entered loan payment information within CMS’s LSW requesting CMS to process two mortgage payments from your bank account within the same day
Nevertheless, it was nearly a week later when you contacted CMS on September 10, requesting that CMS issue a refund to you for the payment in the amount of $Because CMS would need to verify that the second payment was successfully debited from your bank account before processing any refund, the CMS representative notified you that it would be necessary for you to send a copy of your bank statement along with your refund request to CMS’s Customer Service Research Department who would be tasked with researching and responding to your request
The CMS representative provided you with the estimated turnaround time of thirty days to respond to your written requestBecause you were dissatisfied with the average turnaround time provided, you requested to speak to the CMS representative’s supervisorOur records show that the CMS representative successfully transferred your call to her supervisor; however, CMS sincerely apologizes for any inconvenience you may have experienced should the transfer of your call have been unsuccessful
While CMS understands that you have raised issue with the turnaround time that you were provided, please note that CMS’s Customer Service Research Department is tasked with researching and responding to written requests and the responses issued by CMS’s Customer Service Research Department are processed in the order of receiptCMS specifically responds to requests in this manner in an effort to be fair to other customers who may have submitted written requests to CMSThis estimated turnaround time is not to be understood as a constant in all cases, rather the intent was to convey that it could take up to thirty days to respond to your request
Later that same day, CMS spoke with you and you again requested that CMS refund the additional payment you made to CMS in the amount of $This new CMS representative reminded you that in order to process your refund request, you would need to send a copy of your bank statement to CMS showing that the additional payment was successfully debited from your bank accountThe CMS representative provided you with a direct fax number to provide CMS with a copy of your bank statementLater that day, the CMS representative received your fax which was forwarded to a CMS supervisor
Still later that day, the CMS supervisor forwarded your fax to CMS’s Customer Service Research Department to determine if the information was sufficient to process your refund requestThe CMS supervisor then attempted to contact you at *** *** to provide you with an update of your refund request; however, a message was left for you to return the call because the contact attempt returned no answer from you
On Friday, September 11, 2015, the CMS supervisor was notified by CMS’s Customer Service Research Department that the bank statement you provided was illegible and that CMS required a legible bank statement from you in order to process your refund requestThat day, The CMS supervisor attempted to contact you; however, the CMS supervisor left you a message asking you to return the call because this second contact attempt also returned no answer from youIt is important to note that should CMS have received a legible bank statement from you, CMS would have most likely issued you a refund of the additional payment that same day
On Monday, September 14, 2015, a CMS supervisor contacted you and explained that CMS would need to be in receipt of a legible bank statement from you in order to process your refund requestBecause your banking institution was closed at the time of this conversation, the CMS supervisor notified you that he would contact you the following day during banking hours to complete a conference call with you and your banking institution in a further effort to assist you in securing a refund
On September 15, 2015, the CMS supervisor contacted you and together you both contacted your banking institutionWhen you requested your bank to provide you with a legible bank statement, the banking representative notified all parties that the bank statement you requested could be immediately obtained by you accessing your banking account onlineShortly thereafter, CMS received a legible copy of your bank statement which was promptly sent to CMS’s Customer Service Research DepartmentOn September 16, 2015, CMS issued you the attached letter along with a refund in the amount of $via check number ***
CMS would like to point out that not only did CMS process and issue a refund to you within only one business day of receipt of your legible bank statement, CMS also sent the refund check to you via *** *** Overnight Mail, tracking number ***, at no cost to youOur records show that the refund was delivered to you on September 17, CMS is uncertain as to the reason you believe the CMS supervisor’s involvement in further complicated matters; regardless, CMS sincerely apologizes for any inconvenience you may have experienced due to any perceived delay is refunding you the additional payment you made to CMS
Based on the foregoing, we believe the record is clear that all CMS representatives have diligently assisted you in promptly securing a refund of the additional payment you made to CMS via its LSWShould 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,
*** ***
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 *** *** *** *** ** ***
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 ***Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services

Attached please find a copy of our response letter to this complaint which was sent to the borrower today.Sincerely yours,*** ***Customer AdvocateCarrington Mortgage Holding, LLC*** *** *** *** *** *** *** *** *** ** ***Office: *** ***April 3, 2015***
*** *** *** *** *** ** ***RE: Complaint No: ***Loan No.: ***Property Address: *** *** ***, *** *** ** ***Dear Mr& Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") rs mreceipt of your complaint filed with the Revdex.com ("Revdex.com") received in our officevia email on March 10, 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 your complaint, you claim that CMS would not send you monthly billingstatements while your loan was in an active bankruptcy status unless you called in to request thata statement be sent to youIn addition you express concerns with the inability to make paymentsusing the CMS website which forced you to call CMS to make your payments by phone andendure the CMS verification process each time you calledYou further state that your loan wasassessed additional fees and when you called CMS to inquire about these fees, you wereinformed that the fees were foreclosure attorney feesAdditionally, when you requested to speakto a Supervisor to discuss the matter, you were informed that a Supervisor was not available butthat you could leave a voicemail message for a return callYou indicate that you have leftseveral messages and to date you have not received a return call.At the outset, please note that the servicing of this Federal Housing Administration ("FHA")insured loan was transferred from *** *** *** ***("***") to CMS on or aboutDecember 3, At the time of the service transfer your loan was in an active bankruptcystatus, case number ***, and showing contractually due for the December 1, paymentin the amount of $1,with outstanding corporate advance fees in the amount of $533.17.As you are aware, our Customer Service Research Department originally received an inquiryfrom you on March 9, 2015, which raises some of the same issues as this complaint.Accordingly, the loan was researched and a response was sent to you by CMS on March 19,A copy of the letter is attached for ease of referenceAs agreed in this letter, CMSwaived the outstanding bankruptcy attorney fees in the amount of $which was completedon March 25, Additionally, on March 31, a payoff was received on your loan in theamount of $206,This payoff amount included the $in fees; however, since thesefees were waived prior to receipt of the payoff, a refund will be forthcoming to you shortly byseparate mail.It is important to note that the verification and disclosure process that CMS conducts whenanswering inbound calls are part of the Fair Debt Collection Practices Act ("FDCP A") andapplicable state law which CMS must comply withIn addition, please also note that CMS doesnot send any billing statements to borrowers in an active bankruptcy status; however, uponrequest by the borrower CMS will provide a copy of the billing statement for informationalpurposes only and not as an attempt to collect a debtThe reason for this policy is that CMSdoes not wish to attempt to collect a debt from any protected from collection efforts bybankruptcy proceedingsBilling statements provided upon request to borrowers in bankruptcyare for informational purposes only.Lastly, we did not find any evidence to support your claim that the outstanding fees wereassociated with a foreclosure action on your loanHowever, our records indicate that the feeswere incurred for attorney services related to your bankruptcy case number ***.Based on the foregoing, we acknowledge that CMS missed opportunities to provide you with amore timely response to your inquiry regarding the aforementioned fees and your request tospeak with a CMS SupervisorWe would like to take this opportunity to thank you for bringingthis matter to CMS's attentionCMS is always looking for ways to improve service levels andyour feedback is important us.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at *** ***, Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.Sincerely,*** ***customer Advocate

Carrington Mortgage charged my account with a late fee when I tried unsuccesfully to pay twice online which I have
every time succesfully for the past yearThe online options have changed several times and it takes almost working days for them to call me at 830pm est to let me know the payment was not received due to an error with a routing numberWhen I call to find out a resolution there is a different answer all times, their advocates email address is designated for help with these matters and will not respondMy banking routing number and account number have not changed and their website suddenly does not accept additional principal which Ive sent every month not as a sign of good faith but it helps my amortizationThe customer service asked that I fax or write a hand written request to someone named *** asking to have the fee removedIts and the Advocates can certainly look into this matter but they have ignored my emails mutiple timesI want Carrington to remo

This company has raised our fixed payment $with no explanationThey hang up when you callThey have "lost" refinancing paperwork along with mortgage assistance paperworkThey have now lost a payment and claim we are months behind and threatening to take our homeThis is fraudTaxes and insurance have been checked and they are taking our money that we don't owe that much a monthThere are thousands of other people with the same problems according to consumer affairs

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
[I am requesting my mortgage is returned to my original mortgage payment at the time of my closingCMS is not being honest; my insurance agent (cc'd in this email) sent the necessary documents to verify my insurance coverageWhen I received the letter in the mail stating my mortgage was going to go up if I did not submit proof of insurance; I immediately contacted my agent, *** ***Ms*** advised me that she had sent the documentation to CMS on several occasionsShe and I both contacted CMS in reference to thisI was not in violation of the regulations set forth by VA to ensure I had homeowner's insurance: I was insured!! What recourse does one have if the mortgage company is 'conveniently' not receiving the required insurance documentation? I never had an issue with paying my mortgage....UNTIL Carrington found a "workaround" to increase my mortgage from the fixed rate my VA Loan provided.]
Regards,
*** ***

I am yet another angry BOA customer who has the same complaints as the othersAfter having zero issues with BOA for over years, my mortgage was sold to Carrington months ago and it's been nothing but a continual stream of problems since thenI have made all of my payments early or on time, yet have to call each month (in the event that I don't receive a harassing call from them first) to make sure my payments are applied properlyThey invariably end up in some type of cash suspense account rather than applied as my monthly payment which then triggers threatening payment collection callsThe customer service people are always very nice...that is the one positive thing I can say about the company...but in the end that doesn't really matter...the core issue is the way they conduct their businessTheir website is also woefully lacking so you cannot easily determine what's due, what's been applied to what, etc...I've also tried faxing them and did not receive a response (I know the fax went through successfully.) I am now planning to refi my house in the hopes of never having to deal with this company againCongrats to the 2% folks who gave Carrington a positive review...you guys clearly are in the minority!

I have had several problems with this company involving my account financesThey are not applying my escrow payment accordingly and insist I make a higher payment even though I gave them plenty of time by their own standards to complete their analysisI've reached out multiple times in advance to do everything possible to avoid an issue, especially with my experiences in the pastI have spent many hours dealing with this companyTheir tactics are to intimidate me and force me to find outside help to resolve the issuesI have requested the help of the FHA and my banking institution in the past to prove that my finances are in orderCarrington does not get back to me in a timely manner and I've exhausted myself dealing with there consistent deceptive and unprofessional representatives and supervisorsI feel I have no control of my financial well being even though my account is totally up to dateI have never had an outstanding balance and payments are made every month on timeI

Horrible customer serviceNot receiving payments

We had a bankruptcy nearly years ago and were not told until a year ago that we needed to reaffirm our mortgage When we tried to do that recently the judge would not allow us to This is leading to an issue getting our billing statements I prefer paper copy and was receiving them until my April bill I never received a bill that month and had to send a check in an envelope...hoping it would be applied correctly I called in April and was told the bankruptcy department stopped our billing Supposedly it was requested that we start receiving bills again Here it is middle of May and again no bill for May I called today and was told that they didn't know why I haven't received one and that they would have to look into it and I could call back in 2-days Mind you I was told the first time I called that it would take a week to get my bill out meaning that if a May bill gets out I still will not receive it in time to pay it by June Again I was told today it was the bankru

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!!

January 27, *** ***
*** *** *** ***
*** ** *** RE: Complaint I.DNo.: *** MLD Loan No.: *** Property Address: *** *** *** ***, *** ** *** Dear Mr***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal to our response to your complaint (the “Rebuttal”) filed with the Revdex.com (“Revdex.com”) and received in our office via email on January 19, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry As we understand your Rebuttal, you claim that you completed all outstanding underwriting conditions for your loan application and submitted this information to CMS on November 23, 2016. In addition, you state that you have been inconvenienced by CMS’s activities; therefore, you request some compensation for this inconvenience We regret that you were dissatisfied with our response to your complaint. CMS is committed to the highest standards of customer satisfaction and professionalism, and we take all legitimate complaints regarding the conduct of our business very seriously. Although we understand you are not pleased with the outcome, the complaint was investigated fairly and we believe it was resolved appropriately. Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response. Upon further review, the records show that on November 23, CMS received some of the requested information and documentation that were outlined on the loan conditions from your mortgage broker; however, on December 6, CMS informed your mortgage broker that there were still several outstanding conditions. Specifically, there were approximately twenty-one items that still needed to be completed in order to move forward with your loan application. As indicated in our prior response, on December 14, 2016, CMS received an email from your mortgage broker that instructed CMS to cancel your loan application and therefore your loan application was canceled by CMS. Accordingly, on December 16, 2016, CMS sent you a Statement of Credit Denial, Termination, or Change that informed you the reason for denial was incomplete application. We believe the record is clear that CMS properly and timely processed your loan application in accordance with the *** 203k lending guidelines. Moreover, CMS provided you a conditional loan approval; however, the records show that as of November 23, you had not completed all the required loan conditions to be able to move forward with the loan process, and on December 14, CMS received a request from your mortgage broker to cancel your loan application. Lastly, please be advised that CMS denies, generally and specifically, all claims and allegations of wrongdoing contained in your correspondenceIn light of the above CMS respectfully declines your request for any compensation for the alleged inconvenience you believe was caused by CMS We again respectfully suggest that all of the concerns noted in the complaint have been fully addressedIf you have any further questions, please contact the undersigned at (***) ***-***, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** *** Customer Advocate CC: Revdex.com

I continue to ask repeatedly for this company to send me a monthly statement I do not know where or how my monthly mortgage payment is being applied or where it is going They have not sent me a statement for the last months although I have asked via phone, fax and email for them to do soWhen I was getting my monthly statement and I was paying overage on my payment, I had asked them to apply overage to my principalfor months they did not apply the funds and left them in as un-applied funds
I am looking for some resolution to this problem before I move forward and seek legal action

July 27,
ORIGINAL SENT VIA REGULAR MAIL
*** ** ***
*** *** *** *** *** ** ***
RE: Loan No.: ***
Complaint No.: ***
Primary Borrower: *** ** ***
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”) received in our office via email on June 2, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry
As we understand your complaint, you allege that you filed a voluntary bankruptcy petition and that CMS was supposed to complete a Reaffirmation Agreement in connection with your bankruptcyYou go on to say that CMS failed to complete the Reaffirmation Agreement before your bankruptcy case was dischargedAs a result, you want CMS to credit you the $fee you were assessed by CMS’s bankruptcy attorney and for CMS to pay the $court fee to reopen your bankruptcy case so that a Reaffirmation Agreement may be filed
At the outset, please note that the servicing of your loan was transferred from *** *** *** *** (“*** ***”) to CMS on or about February 3, At the time of the service transfer your loan was contractually current and due for the February 1, payment
Our records indicate that on February 11, you filed a Chapter voluntary petition, case number 15-30321-dof, in the U.SBankruptcy Court, Eastern District of *** (***)Please note that CMS did not receive a request for a Reaffirmation Agreement until April 14, As soon as the request for a Reaffirmation Agreement was received, our office requested the collateral documents from our custodian of records
While we regret that CMS was unable to complete a Reaffirmation Agreement before your Chapter voluntary petition was discharged, we believe the record is clear that CMS did everything in its power to complete a Reaffirmation Agreement within a reasonable timeframeNevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced
That said, solely as an expression of our commitment to the highest standards of customer satisfaction, CMS has agreed to reimburse you for the court fee to reopen your bankruptcy caseTo receive a reimbursement, CMS needs a copy of the court receipt showing the total amount paid to reopen your bankruptcy case and a complete, signed W-from youYou can send a copy of the court receipt and the W-via fax directly to *** ***
Additionally, CMS has also agreed to waive the $fee that our bankruptcy attorney assessedOur records indicate that you paid that fee on July 7, As a result, CMS is processing a refund check made payable to your attention and you can expect to receive it at your home address within fifteen (15) daysIf you do not receive the aforesaid refund check within fifteen (15) days from the date of this letter, please contact me directly at *** ***
As a result of our investigation we find no evidence of untimeliness or wrongdoing on CMS’s behalfContrary to that allegation, CMS did everything in its power to complete the Reaffirmation Agreement within a reasonable timeframe and before your Chapter voluntary petition was discharged
In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at *** ***, 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,
*** ** ***
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

This complaint is regarding account *** (Estate of *** ***)
My mother owned a mortgage through a company which sold her mortgage to Carrington She passed away without a will and we worked with a probate lawyer in ***, where the property is located, to file an affidavit of heirship, in order to transfer the title to her children's name (myself being one of them) BY LAW this is all that is required to confirm determination of heirship I even provided the full probate code to Carrington, yet they refuse to comply with the court recorded documents
I spoke with *** *** (Customer Service Supervisor, Carrington Mortgage Services) who told me that a judgement with a judge's signiture was required I copied her with our probate lawyer who explained to her that in *** state this is not required Rather than including her legal department, she simply dismissed the email from a lawyer who specializes in probate in ***
This is egregious, unprofession

November 6,
*** ***
*** ** ***
*** *** *** *** ** ***
RE: Loan No.: ***
Case No.: ***
Dear Mr*** and Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your
complaint filed with the Revdex.com received in our office via email on October 20, 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 the refinance of your loan was recently completed on September 30, and that you received a check for the payoff overage with no explanation of what this amount consisted ofYou also cited that when you spoke with our Customer Service Department regarding the amount issued to you, the Representatives were unable to address your question regarding the payoff overage receivedYour desired resolution is a detailed account of the funds received by CMS and the monies returned to you as well as confirmation that you were not assessed a late fee
We have completed a review of your loan and note that CMS created payoff statements on August 28, 2015, September 11, and September 17, CMS received payoff funds in the amount of $190,on September 23, The payoff funds received matched the original payoff generated on August 28,
It is important to note that at the time the payoff statement was generated on August 28, 2015, the late charge of $was added to the payoff statementThe reason the late charge appeared is that at the time the payoff statement was generated, the payoff statement was good through October 1, Page two of the payoff statement under “Important Notice for FHA Loans” states the following, “A late charge of $will be assessed fifteen (15) days after a current payment is due and should be added to the payoff total if received after that time.” Since your loan was next due for the September 1, payment and the payoff statement was good through October 1, 2015, CMS included the late charge in the event payoff funds were received fifteen or more days after the September 1, 2015, payment due dateFor your ease of reference I have included a copy of the payoff statement generated on August 28, for your review
On August 31, 2015, CMS received the September 1, payment in the amount of $1,At the time funds were received, they were applied to your loan as follows:
Date of Transaction Amount Received Principal Interest Escrow
8/31/$1,$$$
Balances after payment received $188,$1,
On September 5, 2015, CMS paid the FHA Mortgage Insurance on your loan in the amount of $84.74, leaving a balance in the escrow account of $
On September 11, 2015, CMS generated a payoff statement good through November 1, 2015, which indicated a payoff amount of $189,At the time the payoff was generated your loan was next due for the October 1, paymentAs with the August payoff statement, since the payoff statement was good for thirty (30) days the late charge figure was added to the payoff statement in case funds were received after October 16, For your ease of reference I have included a copy of the payoff statement generated on September 11, for your review
On September 17, 2015, CMS generated a new payoff statement good through October 1, At the time the payoff statement was generated, the total amount due to pay the loan in full was $189,Since the September 1, payment had been received on August 30, and your loan was next due for the October 1, payment (the same date as the date the statement would be good through), the late charge amount due was $For your ease of reference I have included a copy of the payoff statement generated on September 17, for your review
On September 23, 2015, CMS received funds in the amount of $190,The funds received generally correspond to the figures provided on August 28, 2015; however, it is important to note that your loan was not in fact assessed the late charge shown on the August payoff statement as CMS had already received the September 1, payment on August 31,
CMS applied the payoff funds received to your loan as follows:
Date Amount Received Principal Interest Escrow
9/23/$190,$188,$$1,
Balances After Payoff $$$2,
Additional funds received at the time a loan is paid in full are placed in the escrow account and any excess funds are remitted back to the borrower(s)
On October 5, 2015, CMS paid the final installment due of $from the escrow account for the FHA Mortgage Insurance premium as the premium due is paid in arrearsAfter CMS paid the FHA Mortgage Insurance premium the refund balance due to you was $2,It is important to note that if you feel that you are eligible for a refund or partial refund of the FHA Mortgage Insurance, please review pages four and five of the enclosed payoff statement dated August 28, The payoff statement provides instructions on how you may contact the Housing of Urban Development (“HUD”) office directly to have them review your loan, and determine if you eligible for a refund or a partial refund of the FHA Mortgage Insurance
On October 9, 2015, CMS issued check number for $2,as a final refund to youThis amount represented the payoff over payment of $1,and the escrow account balance of $For your ease of reference I have included a copy of your payment history for your review
On October 19, 2015, our records indicate you contacted our Customer Service Department and due to an inadvertent error you were initially advised the refund issued on October 9, represented solely an escrow refundWe acknowledge that the representatives you spoke with failed to fully address your questions, and we thank you for bringing this matter to our attention and sincerely apologize for any inconvenience you may have experienced
Based on the foregoing, our research has determined that the over payment of $1,received at the time your loan paid in full and the final escrow balance of $after the payment of the FHA Mortgage Insurance are both accurateThe refund check of $2,issued to you on October 9, is accurate and all remaining funds have been returned to youIt is also important to note that your loan was not assessed or billed a late fee, as it was next due for the October 1, payment at the time your loan paid in full on September 23,
We trust this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:AM to 5:PM, Pacific Time
Sincerely,
*** ***
*** ***
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** *** or by calling ***Please include your loan number on all pages of 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 *** *** *** *** ** ***

Every since Chase sold over to Carrington, I have been receiving late notices every month wanting more moneyI have never been late with Chase, my payments are coming straight out of my checking accountNo matter how early I pay, I still get a late feeI am fed up with itI have gotten bad review on my credit and my bank signed a certified letter stating it was not my fault It is still on my credit reviewNow I am getting late fees every month which are not lateIf I have to get attorney involved then I will proceed that wayI think it will be a class action lawsuit

This company has either sent me a fraudulent bait mailer or has fraudulently filed a lien on my home under a strangers name and when I called their company times I was hung up on after expressing my concerns when I asked to speak with a managerI want to be contacted by this company to verify that they do not have any lien on my property and I want it in writing to followThe next email I send regarding this will be to my lawyer

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,
*** ***

In April my Dad’s mortgage company was transfer from *** ** *** to Carrington Mortgage, I contacted Carrington in May because they claimed that payment had not been made I stated that money was withdrawn from my account and they had received the money based on records from my bank They told me that they couldn’t talk to me because they didn’t have an authorization on this account that I was allow to talk to them I told them that I had sent everything to *** ** *** prior to the transfer They advised me to send it again so I did I sent them a copy of the death certificate and copy of the will I continue to send payments and in August 2015, I received another notice stating that payments still not being received I again tried to talked to them and they stated that they had not received any documentation from me This time I sent a certified mail with my bank statements showing that payments were being withdrawn from my back to Carrington Mortgage and cop