Carrington Mortgage Services LLC

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

Our mortgage was given to Carrington Mortgage Services by Chase and not from any nonpaymentMy first complaint with this company is that they got our autodraft bank information without our permission from Chase because they are a client of Chase which should not be allowed and then charged us our mortgage payment without consulting with usOnce that was done and I tried to get the mortgage payment we had submitted or the payment that was autodrafted since it was separate payments they refused to give us any money backLuckily we were able to put a stop payment on the autodraft from Carrington so that they were not able to get the moneyAfterwards our bills were continually messed up for months and we were constantly being called about our payment being due because we had made all of the payments and also approved for them to withdraw an additional payment but since it was the exact amount of the stop payment they are no longer allowed to withdraw that amount from our account again according to CarringtonIt took months of going back and forth with them for someone to finally have knowledge enough to know and fix the problem and get our account current since they kept applying the funds in the wrong mannerThen the escrow account was royally messed up due to their inability to estimate our escrowThen our homestead exemption came in and they can't fix anything for months because they can't estimate anything instead they can only go off of what the county gives them however they have estimated above and beyond in the thousands of money they get to charge us for and refuse to do anything aboutOur house note went up $a month from a $and they originally didn't want to work with us on itThis is how people lose their mortgages back to banks because no one will work with them or give them a heads up that they need to file for the homestead exemption which we did immediately but that wasn't good enough for CarringtonWe are in June and we have been talking to them about the exemption since JanuaryThis is by far the worst mortgage experience we have ever had and from my family and friends the worst they've ever heard ofWe would never recommend this business to anyone

For over a year I made my mortgage payment each month in two installments since it worked better for our billsEvery month the statement showed the payments were processed without any issuesThen a couple months ago I get a notice that I did not make my payment and I was getting charged a late feeI contacted the company and they said that they don't accept partial payments but they will correct the issue for that month since I did make the full amountI had also advised the representative that I was budgeted already for partial payments for the following month and then after that I can pay in full each monthThe following month I get another notice indicating a payment was not receivedI again called to find out nothing was corrected from the previous monthI was then advised to fax a letter with my bank statement attached showing that my payments were madeI did exactly what I was told and when they received it I was advised it would take days to reviewOnce the review wa

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
*** *** has provided me with a letter stating that their records indicate that the payment was scheduled for wire transfer on August 31st, This letter has been submitted to Carrington MS for their review and have continued to reverse the negative credit report I have utilized wire transfers in the past and it is to my understanding that the wire transfer is effective the date that it was scheduled The effective date of payment should be August 31st,
Regards,
*** ***

Mortgage payments not applied and accounted forPoor to no communication with customer service They stop sending payment statements then give you the run around with why and how to get them sent again At additional escrow money when they already won't account for payments sent Customer service reps are no help at all it appear to be a game to theWorst mortgage experience ever Bad business practices

If your loan gets sold to Carrington Mortgage, LLC you are screwedFor years, our loan was with Principal MortgageOn the few occassions we had an issue, customer service was helpful and everything turned out fineThen they sold our loan and the problems beganLast year, Carrington Mortgage paid our insurance twice so the insurance company issued us a checkI knew this would cause a shortage in our escrow account, but Carrington refused to acknowledge that I was correctThis year when our escrow analysis came out, we were short the amount they overpaid last yearBecause I have read many horrible reviews about this company I thought it best to call and make the escrow payment over the phoneOf course, *** from the company told me the only way to assure the full payment went to escrow was to pay it over the phone (and pay the $charge)I felt confident that I had done the right thing...but they still screwed meI am locked out of my online account, They did not apply all of it to escrow, I'm not sure where the rest of the money is, and no one is answering the phoneHow is this company's practices legal?

April15,2015*** *** *** *** *** *** ** *** RE: Loan No.: *** Borrower: *** *** *** Property Address: *** *** *** *** *** ** *** Complaint J.DNo.: ***Dear Ms*** ***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on April 2, CMS is committed toresponsible lending and servicing and we would like to address any concerns you may haveThefollowing is our response to the issue(s) raised in the inquiry.As you are aware, our Customer Advocacy Department originally received an inquiry from theRevdex.com on October 10, which raises the same issues as this complaintAccordingly, the loanwas researched and a response was sent to you by CMS with a copy to the Revdex.com on November 5,2014, a copy of which is included here for your ease of referencePlease note that while theNovember 5, response provided you with thirteen pages of supporting documents, CMS isnot attaching copies of the pertinent documents in an effort to avoid unnecessary duplication ofefforts.As we understand, your most recent correspondence is a rebuttal to CMS's November 5, 2014complaint response and raises concerns with CMS's efforts to process your loan assumptionrequestYou state that you were contacted by *** ***, Director of CMS's HomeRetention Department, in mid-November who explained that he would be responsible towork with you on your assumption requestAt the time of this initial conversation, Mr***indicated his desire to approve and close the assumption process before the end of the year.As the loan assumption process continued, Mr*** requested additional information that wasrequired to continue the loan assumption process which you state was immediately returned toMr***Your complaint goes on to state that Mr*** never proposed an official closingdate in 2014, and never provided you with justification as to the reasons the loan assumption wasnot completed on or before January 1, as intended.Eventually a closing date was proposed to occur sometime between February 6, andFebruary 13, at which point, you decided to vacate the property and move into anapartmentOn February 5, 2015, Mr*** notified you that the loan assumption closing wouldnot take place the following day and you state that you did not receive further communicationfrom Mr*** until March 10, You are requesting that the loan assumption process beapproved and closed within two weeks of the date of your complaint.As you are aware, CMS forwarded the initial Federal Housing Administration ("FHA") loanassumption package to CMS's underwriting department on or about November 5, It isimportant to note that in order for your FHA loan to be assumed, the assuming borrower(s) arerequired to qualify for the FHA loan and must meet all FHA credit worthiness and lendingrequirementsWhile a preliminary review of the initial loan assumption package determined thatthe application was facially complete, upon further review of the initial loan assumption packageand the applying borrowers' specific financial and living circumstances, it was apparent thatCMS would need additional information to review the FHA loan assumption request.A review of our records found that Mr*** was in contact with you via telephone and emailwhen Mr*** requested you to provide him with a copy of the assuming borrowers' pre-approvalletter on November 12, It is important to note that while the borrowers mayhave been pre-approved by a previous lender, the pre-approval letter in no way represented thatthe assuming borrowers were pre-approved for the FHA loan assumption by CMSIn fact, CMSwas required to gather a substantial number of documents from the assuming borrowers in orderto even begin to understand the assuming borrowers' financial and living circumstances.That same day, you began requesting CMS provide you with a closing date of the loanassumptionIn response, Mr*** informed you that it was a bit early to speculate on theclosing date; however, Mr*** reiterated that it was CMS's intention to close the loanassumption process within forty-five daysPlease be advised that pursuant to United StatesDepartment of Housing and Urban Development (HUD) guidelines, assumption creditworthinessreview processing must be completed within forty-five days from the date that the lenderreceives all necessary documents.On November 17, 2014, you notified Mr*** that you already secured a storage unit andbegan moving your personal belongings from the property to the storage unitMr*** repliedto that he did not have any significant updates as of that moment but that he should be able toprovide you with a tangible update prior to the end of that week.On November 19, 2014, Mr*** spoke to the assuming co-borrower, *** ***, andprovided her with an update of the loan assumption processThat day, Mr*** notified youby email that he provided an update to Mrs*** and provided Mrand Mrs*** with hiscontact information in the event that they had any questions during the loan assumption process.Mr*** informed you CMS had reached out to HUD/FHA and was waiting on confirmationof a few questions from FHA/HUD to ensure CMS would meet their expectations and wasadequately following the FHA loan assumption process.On November 25, 2014, Mr*** replied to your request for a scheduled closing date andnotified you that it was still CMS's intention to close the loan assumption before the end of theyear as there was no indication that led Mr*** to believe otherwiseMr***acknowledged your anxiousness to close the loan assumption process, but clearly explained thatit was crucial for CMS to ensure compliance with all of HUD's formal assumption requirementsto make sure to facilitate a smooth transition for all parties involved with the loan assumption.That same day, you replied to Mr***'s email and reiterated that you were expecting to have aclosing date scheduled as you were attempting to make arrangements to rent an apartmentYoualso explained that the assuming borrowers needed to know the closing date in advance as theywould be required to request time off and to purchase airline tickets to attend the closing as eachof the assuming borrowers lived in separate statesMr*** replied to your email andreminded you that there are many layers to the loan assumption process and CMS is obligated byHUD to ensure the transaction is processed in accordance with HUD requirements.Mr*** also explained that he expected a response from HUD by November 21, 2014, but nosuch response was received at that timeMr*** went on to explain that CMS had nointentions to inconvenience you, the assuming borrowers, or any other party, as CMS simplywanted to ensure compliance with the requirements of the formal assumption programHefurther explained that in speaking with Mrs*** the prior week, he was aware and sensitiveto the need for proper lead time to facilitate any closing or signing of loan documents andconfirmed that CMS would do everything in its power to accommodate all involved parties.On December 1, 2014, Mr*** sent you an email and notified you that CMS received aresponse from HUD on November 29, that clarified information CMS previouslyrequestedMr*** notified you that he would be reaching out to the Mrs*** to gatherinformation that HUD required in order to proceed with the loan assumption processMr***explained that he would be in contact with you over the next week or two to discuss potentialclosing dates for the loan assumption process.On December 8, 2014, CMS provided you with a list of nearly twenty outstanding conditionsthat needed to be met to allow CMS to continue with the review of the loan assumption process.Some of the conditions included but were not limited to a completed initial assumption packagethat was signed by Mrand Mrs***, a fully executed purchase contract, signed 4506-Tforms from each assuming borrower, two recent paystubs for each assuming borrower, threemonths of current and consecutive bank statements, and a fully and accurately completedUniform Residential Loan ApplicationA complete itemization of the outstanding conditions asof December 8, is attached here for your ease of reference.As you can see, the list of outstanding conditions provided nearly twenty items that CMS wouldbe required to receive along with an itemization of certain conditions that needed to be satisfiedin order for CMS to make a final creditworthiness decisionIt is important to note that onceCMS was in receipt of all of the documents and information for each of the outstandingconditions, CMS would need to reanalyze the loan assumption file, then depending on theinformation received, CMS may be required to issue new outstanding conditionsIt is commonindustry practice for additional conditions to be added if the information received is unclear orpresents the need for additional information.On December 8, 2014, Mr*** provided some of the requested information to Mr***via emailThe information that was provided to CMS included 4506-T forms that were digitallyexecuted, Letter(s) of Explanation ("LOE"), Bank Statements for the months of October andNovember 2014, pay stubs for Mrand Mrs***, and a digitally executed Social SecurityAdministration form SSA-for Mr***It is important to note that Mr*** indicatedhe was unable to provide CMS with the requested evidence of insurance because Mr***was unclear of what exact information CMS required from him.On December 9, 2014, you emailed Mr*** and copied both Mrand Mrs*** on theemailIn this email, you acknowledged that it was the holiday season and that many people havescheduled time off; however, you requested that Mr*** provide you with a higher level ofresponsiveness as you already have been waiting for an extended period of time for the loanassumption process to be finalized.The following day, Mr*** replied to your email and copied Mrand Mrs***Mr.*** first thanked Mr*** for submitting the supporting documentation in a timely fashionand explained that he sent the documentation to the underwriter who would review theinformation that weekMr*** notified all parties that he would be in contact if there wasanything else CMS required to proceed with the loan assumption reviewMr*** addressedMr***'s question surrounding the evidence of insurance and explained that CMS needed avalid insurance binder for the property secured by Mrand Mrs*** as the intendedborrowers.Mr*** went on to explain that as with any transfer of property, CMS as the lender/servicermust ensure the property is insured for the correct dwelling amount and/or at minimum validatethat the insurance policy contains guaranteed replacement coverage in the event of a fire ordamageMr*** informed Mrand Mrs*** that they were free to shop anycarrier/insurer that they prefer, and notified Mrand Mrs*** that any out of pocket expenseto secure the insurance coverage would be their responsibility.Mr*** went on to address your concerns regarding CMS's response time and explained thatCMS was responding to your many emails and requests for phone calls as soon as updates werereceived which he acknowledged were not received dailyMr*** went on to explain that hemay not be in the office as some days he was working from a remote locationMr***reminded you that while he does understand the urgency of the situation, CMS had many othercustomers in some form of assistance review who also require our attentionMr*** assuredyou that he was doing everything he could to facilitate this as quickly as possible, and wouldcontinue to do so throughout the loan assumption processMr*** explained that he wouldcontinue to provide all involved parties with updates at the time that he received information.Later on December 10, 2014, you replied to Mr*** and copied Mrand Mrs***thanking Mr*** for his responseYour email questioned whether Mrand Mrs***needed to secure active insurance coverage immediately or whether the insurance coverageshould begin at the time that your insurance coverage was terminatedYou also requestedwhether you would receive any prorated refund from your escrow account once the assumptionprocess was completed.On December 15, 2014, Mr*** replied to your email and copied Mrand Mrs***Mr.*** clarified that the requested evidence of insurance would need to be produced on or beforethe date of closing which Mr*** would confirm as it drew nearMr*** notified you thatonce your liability was released you would be able to terminate your insurance coverage andcontinued on to explain that any prorated escrow amount that was due to you at that time wouldbe returned to you, typically within thirty daysMr*** advised that he requested an updatefrom CMS's underwriter so that he could provide all involved parties with an update of whereCMS was at in the process and anticipated that he would be able to communicate that update bythe end of business on December 16, 2014.Mr*** reminded you as well as Mrand Mrs*** that CMS would need to discuss howthe out of pocket expenses would be paid once a closing date was determined and acknowledgedthat CMS agreed to waive the customary loan assumption processing and administrative fees of$as outlined within the November 5, responseMr*** notified all parties on theemail that there would be some charges incurred primarily for title, escrow, recording, etcetera,and explained that these charges would not be payable to CMS but rather payable to the actualvendorIt was explained that while CMS has vendor relationships that could be utilized forthese services, Mrand Mrs*** could opt to select any company that was suitable to them.Because the loan assumption process would be a real estate closing with a formal change of title,title insurance would be needed in order to protect all parties' interest and to legally changeownership of the property.Later on December 15, 2014, Mr*** replied to Mr*** and to all parties thanking Mr.*** for the update and explaining that property insurance was purchased with United ServicesAutomobile Association ("USAA") which would become effective on January 1, Mr.*** advised Mr*** that the requested evidence of insurance would be sent to Mr***that eveningMr*** then provided a summary of the insurance policy to Mr*** lateron December 15,2014.On December 18, 2014, Mr*** emailed Mr*** and copied you on the emailMr.*** thanked Mr*** for providing the insurance coverage summary and explained thatthe information was forwarded to the underwriter for reviewMr*** inquired whether Mr.and Mrs*** had given any thought to whether they would like to secure their own titlereport, title insurance, and settlement agent, or whether they preferred that CMS handle thatorder and reiterated that the choice was theirs to makeMr*** explained that he couldprovide Mrand Mrs*** with the approximate cost of CMS's vendor so that Mrand Mrs.*** could have a basis for comparison and notified Mrand Mrs*** that thisinformation would be necessary to continue with the loan assumption processShortlythereafter, Mrand Mrs*** indicated they preferred to secure their own settlement agentand title.On December 30, 2014, you emailed Mr*** and reminded him that during your initialconversation Mr*** advised you that the loan assumption process would close by the end ofthe yearWhile you acknowledged that you understood the importance for underwriting toensure that all protocols are followed, you indicated that setting a projected closing date wouldlikely push everyone along more quickly, as in traditional home salesThen, if need be, theclosing date can be pushed.In this email you expressed concern that CMS would suddenly be ready to close and give allparties a closing date that would be a week or two outYou asserted that if that was the case, allparties would be forced to make last minute reservations both for you to secure living quartersand for the Mrand Mrs*** to travel to AtlantaYou went on to explain that because aclosing date was never set, emphasis was never given to a specific deadlineYou expressed thatyou felt all parties have been very prompt in delivering to Mr*** all of the information thathe requested and would appreciate the same from CMS.That day, Mr*** sent an email to Mr*** asking Mr*** to provide him with aclosing date and also requested that the closing date be scheduled for a SaturdayYou promptlyreplied to all on the email explaining that you were unable to attend a closing scheduled on anySaturday due to having other obligationsYou also requested Mr*** provide an acceptableclosing date as of that moment.On January 6, 2015, you emailed Mr*** and copied Mr*** on the emailIn this emailyou requested Mr*** to respond to your request to provide you and Mr*** with anacceptable closing date as of January 6, You expressed your desire that Mr*** contactyou even if there were no updates to provide you at that timeYou went on to explain that basedupon CMS's intent to close the loan assumption process before the end of 2014, you decided torent a storage unit and began to prepare to moveYou explained that you were inconveniencedbecause you were living out of boxes and paying for a storage unit that you didn't need to rent asearly as you did because you were making preparations based on the conservative closingprovided to you in November 2014.That day, Mr*** replied to your email with a copy to Mr*** and clearly explained thatproviding an estimated closing date prior to obtaining all necessary documentation would simplybe irresponsible of himMr*** notified you that any closing date that would be agreed uponwould be purely speculative and he didn't believe that to be fair to you or Mrand Mrs***.Mr*** went on to explain that once the title and settlement agent information is provided toCMS and CMS can complete the underwriting of the loan assumption, he should be able toprovide all parties with a much more accurate estimate closing dateMr*** clearly reiteratedthat until these actions are completed, any closing date would be arbitrary in nature.Mr***'s email continued on to remind you that Mrand Mrs*** indicated theypreferred to secure their own settlement agent and title, which Mr*** fully supportedMr.*** indicated that as soon as Mrand Mrs*** provide CMS with the requestedinformation, CMS could begin to proceed forwardMr*** explained that he providedupdates as the updates were received if the timing of the updates were not satisfactory to thegroup then he would make it a point to follonce a week regardless of whether or not weexperience any progressMr*** apologized for any inconvenience the timing of hiscommunications may have caused.Later on January 6, 2015, Mr*** replied to Mr***'s email and requested that Mr.*** elaborate as to what he meant by securing titleMr*** apologized for his lack ofunderstanding pointing out that Mr*** was fairly new at the loan assumption process.Shortly thereafter, you replied to Mr*** and to Mr*** stating that you spoke to arepresentative of yours and found out that the closing attorney should be the one to secure thetitleYou inquired if it would be CMS 's responsibility to secure the title.That same day, Mr*** replied to you and to Mr*** and explained that Mrand Mrs.*** could certainly use one of CMS's attorneys/settlement agents, however, he wanted toprovide you with the ability to collaborate and select your own for pricing reasonsGiven thiswill be an out of pocket expense Mr*** did not want to assume that Mrand Mrs***were okay with one of CMS's attorneys/agents and the associated cost if Mrand Mrs***could collectively find one at a lesser cost.Mr***'s email then addressed Mr*** and advised that no apology was necessaryMr.*** acknowledged that the loan assumption process could be a bit confusingSince the loanassumption entails a true transfer of ownership, CMS as the lien holder must verify that the titleto the property is clearAs a result, CMS must order a full title report which is typically handledby an attorney in the state of ***, to review the title report and to ensure that title to theproperty is free of any liens, judgments, as well as to ensure that CMS 's lien is in first position.Mr***'s email went on to state that when we are ready to close, the settlement agent wouldconduct the closing, handling any/all document signature requirements particularly theAssumption Agreement, Transfer Deed, etcetera, as well as be responsible to the recording of theapplicable loan documentsMr*** continued on to explain that each of these duties,providing a title policy, preparing the documents, conducting the signing, and recording, carriesan associated cost which will need to be worked out between the buyers and seller.Mr*** explained that in a typical sale transaction these items would all be covered by theseller's proceeds and itemized on the Settlement Statement ("HUD-")Given there are no saleproceeds and only a transfer of debt, these expenses would be paid outside of the closingMr.*** reminded Mr*** that it was up to each of you to decide how these out of pocketexpenses would be paid between the seller and the buyersMr*** reiterated that CMS wasin need of the title policy or at the very minimum the settlement agent's information so that Mr.*** could order the title policyMr*** reminded all parties on the email that if all partiespreferred CMS to handle the ordering of the title report, that would be fine tooMr***closed the email by reminding all parties that the associated costs would be the responsibility ofyou, and Mrand Mrs***.Even later on January 6, 2015, you replied to Mr*** and copied Mr***In this emailyou requested that Mr*** provide you with an estimate of costOn January 7, 2015, Mr.*** replied to you and Mr*** informing you that he would reach out to our affiliatedtitle/escrow partners and get an idea of the costsShortly thereafter, it was decided that CMS'svendors would not be utilized in the loan assumption process.On or about January 13, 2015, Mr*** spoke with Mrand Mrs***'s real estate agent,Marielena ***During this phone conversation, Mr*** provided Ms*** with anupdate of the loan assumption processIt was discussed that Mr*** would provide Ms.*** with CMS's mortgagee clause as well as title related information CMS required from theclosing attorneyOn January 15, 2015, Mr*** received an email from Ms*** remindingMr*** that she needed CMS's mortgagee clause and a list of title related items needed fromclosing attorney.On January 20, 2015, Ms*** emailed Mr*** and explained that it was exactly one weeksince she spoke to Mr*** on the phoneMs*** stated that she emailed Mr***requesting Mr*** to provide her with CMS's mortgagee clause and any other titlerequirements CMS might have hadMs*** asserted that her request was very simple and thatany processor, underwriter or closing coordinator should have this informationMs***explained that there was a scheduled closing date on February 6, and inquired if the closingwould occur on that dateMs*** claimed that CMS was delaying the process and expressedthat the process was frustrating to you and to Mrand Mrs***.That day, Mr*** replied to Ms*** and Mr*** and provided CMS's mortgageeclauseMr*** explained that in regards to the title requirements, CMS would need astandard American Land Title Association ("ALTA'') title policy which would accompany realestate transaction/exchange ownershipAlthough Mr*** did not schedule the estimatedclosing date of February 6, 2015, he saw no issue with the proposed date provided that CMSsecured the requested title policy and evidence of insurance quickly.Mr*** then addressed Mr*** and acknowledged that Mr*** previously providedMr*** with a summary of insurance with USAA; however, CMS required to be in receipt ofthe actual declarations page which documents the amount of coverage, term, premium amount,whether the premium has been paid in full or is paid via installments, and also stipulates themortgagee clause contained above under the Loss Payee section.On January 26, 2015, Mr*** received an email from Ms*** indicating that while theclosing attorney was working on the title order, a second opened loan was discoveredTheclosing attorney believed that the second loan in the amount of $7,was from the downpayment received at the time of the origination of your loanThe closing attorney speculatedthat the loan appeared to be expired but was not canceled as of that momentThe closingattorney indicated that he was waiting on the title company to approve the title.Later on January 26, 2015, you copied Mr*** on an email that you addressed to Ms***explaining that the $7,was a loan received to secure down payment assistance as a soilsecond mortgage with *** ***You explained that each year, the amount that youowed was decreased by twenty percent, so by residing in the house for five years consecutively,you no longer owed the second mortgage and it was considered to be satisfiedOn January 29,2015, Mr*** received an email from the assuming borrowers' closing attorney that providedMr*** with the title commitment and binder.On February 2, 2015, Mr*** provided the FHA loan assumption underwriter with a portionof the outstanding conditionsThe information that was forwarded to the underwriter includedthe digitally executed 4506-T forms, digitally executed SSA-forms, October and Novemberpay stubs for Mrand Mrs***, October and November bank statements for Mr.and Mrs***, a preliminary title policy, and the closing protection letterIt was noted thatMr*** was not yet in receipt of the requested evidence of insuranceMr*** requestedthe underwriter to review the information and determine whether it appears Mrand Mrs.*** would qualify for the loan assumption before continuing to request additionalinformation from Mrand Mrs***.That same day, the FHA loan assumption underwriter reviewed the loan assumption file anddetermined that CMS was not in possession of adequate information to properly determine Mr.and Mrs***'s loan assumption eligibilityThe underwriter went on to explain that she wasunable to adequately calculate the Debt to Income Ratio ("DTI") without the evidence ofinsurance, evidence of the HOA dues, and the corrected and properly completed as theremay have been undisclosed Real Estate Owned by Mror Mrs***.It was also noted that without the Verification of Rents (''VOR") , CMS would be unable todetermine if Mrand Mrs*** would meet the required FHA *** assumption creditstandardsWhile Mrand Mrs***'s credit history appears acceptable, the VOR is asignificant factor in a credit decisionBoth Mrand Mrs*** live at separate addresses asoutlined within the initial so CMS would need a VOR for both assuming borrowersTheLOE for occupancy is also imperative as we must be able to determine that Mrand Mrs.*** will occupy the subject as their primary residenceThe underwriter explained that shelimited the conditions as much as possible as to only request information that is absolutelynecessary to determine eligibilityThe underwriter went on to explain that if all parties wanteda better idea regarding their eligibility, she would need additional information.Accordingly, Mr*** sent you an email on February 2, and copied Mr*** and Ms.*** and notified all parties that upon review of the provided documentation, and consultingwith HUD, the Underwriter has requested the following documents and informationProperty-Hazard Insurance • Provide Hazard Declaration page with correct Mortgagee Clause Minimum remaining policy period at closing is twelve months on purchase and three months on refinance transactions(CMS had yet to receive the binder outlining coverage, deductibles, mortgagee clause, etc., from USAA)Credit-Rental History Cancelled Checks • Provide a VOR with copies of the most recent twelve months cancelled checks to Landlord for rent paid on current residence with satisfactory payment historyCancelled checks are not required if paid to verified management companySubject property appears to be a condominium or townhouse • Document the current Homeowner's Association ("HOA") duesUpdated, fully, and accurately completed • Need valid two year residential history, present housing expense, assets disclosed, Real Estate Owned ("REO") (if any owned), and declarations (Cannot be both US Citizen, and a permanent resident) • The current shows Mr*** is stationed in Colorado, and Mrs*** is stationed in Washington• Need a detailed LOE on how Mrand Mrs*** intend to occupy the subject property as their primary residenceIf their base location is changing, need a copy of the orders to document occupancyI have attached a copy of the form for your conveniencePlease complete in its entirety so that I may re-submit the UW as soon as possible.Mr***'s email went on to state that he already provided you with CMS's mortgagee clauseand explained that if USAA needed any information from CMS they were free to contact Mr.*** directly to expediteMr*** also explained that CMS would need to be in receipt ofVOR for Mrand Mrs*** evidence and document a twelve month pay history for theircurrent residencesMr*** noted that it appeared that Mrand Mrs*** may havereceived housing allowances which indicated that they both lived off-baseMr*** continuedon to state that if Mrand Mrs*** did not receive housing allowances to please let himknowMr*** closed the email by assuring all parties that CMS was working hard to processthe loan assumptionEven later that day, Mr*** replied and confirmed that he wouldprovide all requested information to CMS on February 3, 2015.On February 3, 2015, you replied to Mr***'s email and advised that the current HOA dueswere $a monthMr*** thanked you for your response and requested that you providedocumentation in the form of a HOA statement that would support the monthly HOA feesThatsame day, Ms*** replied to all parties and explained that the closing attorney requested acopy of your HOA statement from your HOA and would provide to CMS once received.On February 5, 2015, you emailed Mr*** and requested Mr*** to tell you when the loanassumption process would closeYou felt the need to explain that as in the standard process ofapplying for a loan, a closing date is always on the table to give all parties a deadline as to whento have their respective pieces completeYour email went on to explain that you felt that nothaving a closing date scheduled, there is no timeline to follow and the process could be done atleisure.On February 5, 2015, Mr*** responded to you email and reminded you that originally, andas Ms*** recommended, CMS desired to close the loan assumption on February 6, 2015;however, given that Mr*** was still waiting on supporting documentation from Mrand Mrs.*** CMS would need to adjust the estimated closing dateAdditionally Mr***reminded you that the loan assumption process was not a typical purchase transaction, and as aresult, setting a firm closing date while ideal is not necessarily a requirement per FHAguidelines.Mr*** continued on to explain that unfortunately the loan assumption transaction is morefluid as CMS would be unable to proceed with preparing transfer deeds and/or the AssumptionAgreement until CMS had obtained all requested documents to satisfy the underwritingrequirements that have been established by HUD as well as had an opportunity to review allrequired documents and an affordability determination is madeMr*** acknowledged thathe understood and shared your eagerness to help get the loan assumption process completed forall partiesHowever, Mr*** reiterated that there are requirements that have to be met inorder to substantiate the transaction to HUDMr*** explained that once he received therequested information he would ensure that CMS reviews the information as timely as possible.On March 9, 2015, Mr*** received an email from Mrs*** asking when it would bepossible to schedule a closing date for the loan assumptionMrs*** stated that as far as sheknew all requested information was provided to Mr*** and that she wished to schedule aclosing date sometime in mid-March if possibleThat same day, Mr*** received an emailfrom Ms*** asking if Mr*** received the completed and the requested LOE.The following day, Mr*** emailed you, Mr*** and Ms*** and confirmed receiptof the completed and the requested LOE that morningMr*** explained that he wasout of the office on March 9, and that the additional documents would be sent to CMSunderwriter that dayMr*** explained that he would notify all parties as soon as a responsewas received from the underwriting departmentOn March 16, 2015, Mr*** replied to allparties and provided an updateMr*** explained that the underwriter was reviewing thesupporting documents that morning and that he would send another update once the results werereceivedOn March 18, 2015, you emailed Mr*** thanking him for the update and yourequested that if the wait time continues, you would appreciate that the matter to be escalated.On March 23, 2015, Mr*** replied to your email and copied Mr*** and Ms***.Mr*** informed all parties that the loan assumption process was already escalated internallywith CMS and acknowledged that the loan assumption review has taken longer than preferred.Mr*** asked Ms*** how long it would take for the closing attorney to prepare theformal Assumption Agreement as Mr*** wished to provide Mrand Mrs*** with asmuch notice as possible to make the necessary preparations for the signing of the loandocuments.The same day, you replied to Mr***'s email and copied all partiesYou explained that youviewed a house that day and stated that you would be making an offer to purchase the propertyon March 24,Your email continued to express your goal to avoid placing a contingency inyour offer that required the subject property to be sold prior to purchasing the new property.You stated that you wished that the loan assumption process was completed which would enableyou to be able to proceed to purchase a new home with minimal obstaclesYou requestedanother update before the following day as to where the process was at and when a closing datewould be set so that you could determine whether or not you needed to add a contingency to theoffer on the new property.On March 24, 2015, Mr*** replied to parties and explained that in terms of a timeline, hisgoal was to close by Friday April 3, provided that the timing works for Mrand Mrs.***Mr*** continued on to state that in terms of a contingency, unfortunately he wasunable to provide you with much direction given that he was uncertain of how long it would takethe assumption documents to record or how long it would take the credit bureaus to reflect achange in ownershipMr*** explained that his estimation was a minimum of thirty days, butadmittedly was not familiar with the recording timelines in the state of ***.Later on March 24, 2015, you replied to all parties and thanked Mr*** for his promptresponseYou explained that you would be unavailable to attend a closing on that date as youwould be out of townYou requested if the estimated closing date could be pushed to occur onMonday April 6, or at any time during that week, assuming that the week of April 6, 2015would be acceptable to Mrand Mrs***Knowing that Mr*** made no promises orguarantees that a closing would occur on the estimated week of April 6, 2015, you requested Mr.*** provide you with a firm date, time, and location of the closing.You also asked if CMS would be providing you with a full release of liability so that your namewould be completely detached from the loan as well and asked if all documents had beenapproved by underwriting so that the only item left outstanding would be a meeting of the partiesto sign documentation and complete the ownership transferYou advised Mr*** not toworry about the contingency for your new home purchase as you would have your team researchthis for you in regards to the timing of freeing up your credit.Even later on March 24, 2015, you emailed Mr*** and explained that you confirmed Mr.***'s availability to close the loan assumption on April 6, You requested that theclosing date of April 6, be set in stone and questioned whether Mr*** and Mrs.*** were required to attend the closingYou requested that Mr*** respond to yourquestions that same day.On March 26, 2015, Mr*** replied to your email and copied all partiesIn this email, Mr.*** explained that he believed that April 6, would workIn response to whether MrandMrs*** were required to attend the closing, Mr*** explained that ideally bothassuming borrowers need to attend the closing as they both would be obligors to the new loanand CMS was using each of their incomes to qualifyMr*** did not agree to an absoluteclosing date and explained that he was hoping to have everything in line the following day sothat the following week all parties could concentrate on getting all documents prepared and theclosing dates and time solidified.On March 27, 2015, you replied to Mr***'s email and copied all partiesAlthough Mr.*** was unable to agree to an absolute closing date for the week of April 6, 2015, youexplained that you agreed to a twenty-one day financing contingency on the new contract thatyou were working on and that you had to have the assumption process fully completed prior tothe expiration of the twenty-one day contingency which was on April 6, in order to allowsufficient time for your next FHA loan to become available.You then sent a new email to Mr*** with all parties copied and explained that Mrs***would be unable to attend a closing on April 6, due to her having military obligationsYounoted that Mr***'s father still had an active real estate Power of Attorney ("POA") forMrs*** and that Mr***'s father would be willing to attend an April 6, closingand stand in for Mrs***You requested Mr*** to confirm whether having Mrs.***'s POA sign the closing documents on behalf of Mrs*** would present issues forCMS.Shortly thereafter, Mr*** replied to you and copied all partiesMr*** explained that hewould need to verify with CMS's legal department as well as HUD that it would be acceptable toaccept a POA for signing purposes on FHA loan assumptionsMr*** also explained that hecould not be absolutely certain but would look into the matterIn addition, Mr*** reiteratedthat regarding your efforts to buy a new home that it could take up to thirty days and possiblylonger for the loan to officially transition out of your name with HUD, the credit bureaus, andpublic recordMr*** specifically cautioned you because he did not want to jeopardize anypart of the transaction due to ancillary timelines outside the span of what we control.Later on March 27, 2015, Ms*** replied to Mr***'s email and copied youMs***provided the closing agent's opinion by forwarding an email received from the closing attorneythat stated there is no FHA rule regarding a POA, just bank/lender policiesSome lenders allowthem, some do not, and some have restrictionsYou need to ask them if they will accept it."Based on the email from Ms***, you replied to Mr***, Mr***, and Ms***stating that it seemed that the only question was whether CMS had restrictions surrounding aPOA signing on behalf of a non-present borrower at the signing of the loan assumptiondocumentsYou clarified that Mr*** as primary applicant would be present and the POAwould only be for the secondary applicant, Ms***Mr*** promptly replied to allparties indicating that he would consult the appropriate parties and advise all parties on the emailif there issues with having a POA sign for a non-present borrower for a FHA loan assumption.Mr*** explained that he didn't foresee an issue provided that HUD approved such signing.A few moments later, you replied to Mr***'s email and copied all partiesIn this email,claimed that on March 26, 2015, Mr*** mentioned that he was going to finalize everythingso that documents could be prepared the following week for a closing to occur on April 6, 2015.You questioned if everything was in place to close on April 6, Mr*** promptly repliedto your email copying all parties and clarified your misstatementMr*** clearly notified allparties that his statement was that he hoped to have everything finalized by that day which is stillthe case once I confirm the POA concern.Mr***'s email then addressed Mr*** directly and brought to the attention of all partiesthat the underwriting department raised a concern with the occupancy of the property noting thatMr*** and Mrs*** were stationed in different states as outlined within the Theissue surrounded CMS's inability to determining occupancy, or more specifically, the intent tooccupy the propertyMr*** explained that he was aware that you vacated the property andrelayed his understanding that the property was vacant at that momentMr*** specificallyquestioned the timeline for Mrand Mrs*** to truly occupy the property and requested thatCMS be provided with documentation to demonstrate the time that the property would beoccupied.You replied to Mr***'s email with all parties copied and stated that although the property isvacant, you rented the property to the Mrand Mrs*** prior to that dateYou went on toexplain that all utilities have remained connected and the property was not going uncared for.Mr*** promptly replied to you with all parties copied and explained that the concern was notthe fact that the property may have been uncared for, the concern centers around Mrand Mrs.***'s lack of immediate occupancyMr*** reiterated that he was trying to demonstratethat Mrand Mrs*** will immediately occupy the property, not that the property would berented until they could occupy itMr*** went on to explain that disclosing the fact that theproperty is, or will be occupied would change the dynamics of the loan assumptionMr***clearly explained that the understanding and expectation is that Mrand Mrs*** occupy theproperty at the time the assumption is completedIf Mrand Mrs*** do not occupy theproperty, this becomes a transfer of an investment property by BUD's definition which changesthe entire the structure of qualification, and what Mr*** was trying to avoid.Even later on March 27, 2015, you replied to Mr***'s email with all parties copied andrequested Mr*** to provide you with the time-frame from the date of closing that MrandMrs*** must occupy the property, pointing out that moving from another state takes sometimeMr*** promptly replied to your email with all parties copied and agreed that it doestake time to relocate to another stateHowever, Mr*** explained that the time to relocate didnot change the expectation that Mrand Mrs*** occupy the property upon completion ofthe loan assumptionMr*** again requested that Mr*** provide him with a timeline ofwhen the property would be occupied understanding the difficultly to provide this informationgiven that Mrand Mrs*** were both currently stationed in separate statesHowever, Mr.*** explained that this was a fairly critical piece of the loan assumption process.On or about March 30, 2015, Mr*** talked to Ms*** and explained that the underwriterraised concerns with Mrand Mrs***'s occupancy of the propertyMr*** advised Ms.*** that the assumption transaction requires the endorsement of a Direct Endorsement ("DE")Underwriter therefore any concerns the DE underwriter had about the occupancy of the propertyneeded to be taken seriouslyBecause Ms*** requested Mr*** to communicate theunderwriter's concerns to all parties in email, Mr*** agreed to do so the following day.On March 31, 2015, Mr*** received an email from you requesting that he contact you viatelephoneShortly thereafter, Mr*** replied to your email and confirmed that he would callyou that day as well as send a status update email to all parties regarding the underwritingconcerns that were raised by the underwriterMr*** apologized for any delay in contactingyou that morning as he was required to attend to other matters and would be unavailable untilthat afternoonMr*** explained that he was simply the conduit in the assumption processand the creditworthiness decision was not his to make or endorseMr*** went on to explain that he spoke with Ms*** on March 30, and notified herthat the transaction required the endorsement of a DE Underwriter therefore any concerns raisedby the underwriter must be taken seriously and appropriately addressedMr***acknowledged that it would take time for Mrand Mrs*** to relocate, but also notified youof the expectation for an assumed property to be owner-occupied, otherwise the underwritingguidelines become more restrictive with respect to the required Loan to Value Ratios ("LTV"),seller contributions, etceteraMr*** notified you that he was your advocate and was tryinghis best to complete the loan assumption process.Mr*** continued to explain that as of that moment, there was a road block and that all partiesshould work together to determine how to clear the road block to make the underwritercomfortable with endorsing this directly with HUD.On April 1, 2015, Ms*** emailed Mr*** and provided him with a letter from MrandMrs*** explaining their occupancy, a letter from Ms*** explaining that she would bemedically discharged from the military as well as documentation to support Ms***'spending military dischargeMs*** requested that Mr*** confirm receipt of thedocuments and let all parties know the quickest turn around to move forward with the loanassumption process.Later on April 1, 2015, Mr*** sent an email to you, Mr***, and Ms*** explainingthat the occupancy concerns appear to have been resolvedMr*** notified all parties that thedigitally executed 4506-T forms and digitally executed Social Security Administration formSSA-are required to be executed with an actual signature as the Internal Revenue Service("IRS") would not accept electronic signaturesMr*** explained that he would be meetingwith the underwriter on April 2, to ensure there were no additional items that CMSrequired to be signed or provided to CMS prior to the closingMr*** relayed his hope thatwhatever additional information that may be required could be provided at the time of closingbut noted that he would confirm if that was acceptable and advise all parties the followingafternoon.Mr*** acknowledged that in speaking to you, he understood that Mr*** intended tosign the loan documents with a POA for his wife, Mrs***Mr*** notified all parties ofthe importance to ensure to execute the specific POA relative to the loan assumption transactionand the subject property and to provide such POA to him prior to the closing of the assumption ifpossibleMr*** explained that he did want any surprises at that stage and that he wouldprovide all parties with an update and list out any additional items CMS may need on April 2,at the conclusion of his final discussion with the underwriter.On April 2, 2015, the underwriter completed the creditworthiness review and notified Mr***that based upon the information included with the loan assumption file at that time, CMS wouldbe unable to approve the loan assumption for Mrand Mrs***It was outlined thatpursuant to FHA underwriting guidelines, CMS would be unable to consider Mrs***'sincome as CMS was made aware that she would be medically discharged from the military andthe military income she provided would not continueAdditionally, CMS and all involvedparties were uncertain of the income Mrs*** may receive in place of her military income.The resulting front-end DTI not including Mrs***'s income was calculated to be at 54.48%which exceeds the maximum of 31%The resulting back-end DTI was calculated to be at69.99% with the maximum allowable DTI being limited to 43%Because the housing paymentalone was far above 40% of Mr***'s gross monthly income, CMS was unable to approveloan assumption at that timeWhen the underwriter inquired whether an adverse action noticeshould have been issued to Mrand Mrs***, Mr*** asked the underwriter to hold offon sending such notice until Mr*** could absolutely confirm that there was no evidence ofincome that Ms*** could provide to document any future income that would replace hermilitary income at that time.That same day, Ms*** provided Mr*** with the sales contract that was originallyrequested on December 8, and requested that Mr*** confirm receipt of the information.Mr*** promptly responded to Ms***'s email confirming receipt of the sale contract.Mr*** advised Ms*** that his meeting with the underwriter was moved to 12:PacificStandard Time ("PST") but that he would review the file and let Ms*** know whatadditional information CMS required momentarily.Mr*** then received a forwarded email from Ms*** that was originally sent to her byMr***This email provided Ms*** with requested documentation including a partiallycompleted 4506-TMr*** replied to Ms***, Mr*** and Mrs*** confirmingreceipt of the information; however, Mr*** reminds all parties that CMS is not in receipt ofthe requested Social Security Administration form SSA-containing actual signaturesLateron April 2, 2015, Ms*** provided Mr*** with the signed Social Security Administrationform SSA-89.That day, Mr*** sent an email to Mr*** that addressed Mrs***'s pendingmilitary discharge due to medical release and questioned whether Mrs*** would bereceiving a disability benefit income that replaces her military wagesMr*** inquired ifMrs*** were to receive such disability benefit, had any such disability benefit been appliedfor, and if so, would Mr*** provide Mr*** with the amount of any such disabilityincome.Although Mr*** received no response from Mr***, Ms*** sent an email to Mr.*** on April 3, with a copy to the settlement agent, you and Mrand Mrs***requesting the status of an April 6, closing dateMr*** promptly replied to all partiesexplaining that he communicated a qualifying issue to you surrounding the continuity of Mrs.***'s pending military discharge and the lack evidence of a replacement income at that time.It was noted that you would be working with Mrand Mrs*** to resolve the issueMr.*** explained that he would provide additional information to all involved parties once hereceived additional information.On Friday, April 3, 2015, the FHA loan assumption review was passed to Mike Lloyd, Managerof CMS's Home Retention DepartmentOn Monday April 6, 2015, you spoke with MrLloydand explained the urgency to close the loan assumption processDuring this phone conversation,you explained that you moved from the property in anticipation of the loan assumption processbeing successfully completedMr*** explained that he would contact the underwriter andprovide you with a status as soon as possibleThat same day, you sent an email to MrLloydthanking him tor the prompt responseYour email copied Mrand Mrs*** and Ms***.You explained that you would like to discuss the file further on April 7, 2015.Also on April 6, 2015, Mr*** replied to your email and explained that based on the currentdocumentation that was provided to CMS and FHA guidelines it did not appear that MrandMrs***'s credit profile qualified for the assumption as the DTI was outside of theacceptable rangeHowever, based on the additional information you provided earlier that day toMrLloyd, he received the following feedback from the underwriter assigned to the assumptionwhich was as follows: A military member's housing allowance is based on their permanent duty station so we need evidence that the duty station has been changed to use the housing allowance incomeIf his duty station will not be changing, we need the housing allowance based on the current duty station and we will need to document the housing expense while stationed outside of a reasonable commuting distance from the subjectBorrowers who are living on base do not receive free housing in addition to an allowance, so we need to document where the borrower will be living along with any associated costs for that housing to use any allowance in qualifying for the assumption.Mr*** requested that you please let him know if this information could be provided to CMS.You replied to MrLloyd's email the same day explaining that Mrs*** would no longer bein the military once her discharge was processedYou stated that the military would provide Mr.*** with a housing stipend so that he could provide a dwelling for his ex-military wifeYouwent on to explain that at that time, Mrs*** was stationed on-base but in a different statefrom Mr***You continued by stating that Mrs*** would be moving to Atlanta assoon as her military discharge was completeYou stated that Mrs*** is not required to livewith Mr*** who would be transferred to Fort Bennington Army Base at his next transferopportunityAdditionally, you stated that if the housing stipend would be based on his dutystation, then the monthly stipend would be $,per month as the cost of living where Mr.*** is located is higher than what it would be in ***You explained that essentially,Mr*** does receive a housing allowance in addition to his residing on base because hisdependent Mrs*** would not be residing with him.On April 7, 2015, Mr*** contacted you and notified you that CMS had completed thecreditworthiness review and would be unable to approve the loan assumption based solely onMr***'s incomeMr*** explained that although Mrs*** was currently in themilitary, CMS was made aware that her military income would not continue due to her pendingmedical dischargeBecause Mrs***'s future income could not be documented CMS wouldbe unable to include Mrs***'s income in the creditworthiness review.Later on April 7, 2015, you sent an email to Mr*** that outlined Mrand Mrs***'scurrent income earnings which you calculated at $4,monthlyYou also attempted tocalculate Mrs***'s future disability and the resulting housing DTI in an effort to show thatMrand Mrs*** would qualify for the loan assumptionRegretfully, the information youprovided wad based partially on income amounts that were not yet received and could not beverified at that time.On April 8, 2015, Mr*** discovered that CMS's Customer Advocacy Department wasworking to respond to your Revdex.com complaint that was received on April2, Accordingly, thecommunication responsibility was passed along to the Customer Advocate Department duringthe period that CMS worked to respond to the claims you raised in your complaintAccordingly,I personally reached out to you via telephone that day and spent approximately an hour and ahalf on the telephone call with you.As you may recall, you raised concern with the length of time it had taken to process the loanassumption and claimed that Mr*** provided you with a closing date which you relied uponto move from the subject property into an apartment You claimed that CMS was in possessionof all documentation to complete the creditworthiness decision and alleged that CMS wasintentionally delaying the review of the loan assumptionWhile I was unable to respond to yourclaims at that moment, I assured you that all of your claims would be addressed in detail with aforthcoming response.During this phone conversation, you demanded that CMS management immediately contact youthat evening to provide you with an updateYou also demanded that CMS provide you with anabsolute determination as to whether or not the closing of the loan assumption would occur onFriday April 10, and you expected that an absolute determination be provided to you on orbefore the morning of Thursday April 9, Eastern Standard Time ("EST").In an effort to meet your expectations, I briefly met with CMS management who explained thatif you had to have an absolute determination as to whether the loan assumption would close onFriday, April 10, 2015, the answer would be that the loan assumption would not close on April10, I immediately contacted you by telephone and notified you of such determination.The following morning, I met with the FHA DE underwriter, high level management withinCMS's Mortgage Lending Division, and high level management within CMS Loan ServicingDivision to discuss the loan assumption fileIt was at this time that all parties agreed that theloan assumption review had been on-going for quite some time and CMS made the businessdecision to discontinue the FHA Loan Assumption review process based upon the fact that Mr.***'s sole income was insufficient to qualify for the FHA loan assumptionThat morning, Icontacted you via telephone and relayed the determination to you.Upon receipt of your complaint and after a thorough review of CMS records, CMS rejects anysuggestion that CMS provided you or the assuming borrowers with a firm closing date at anytimeWhile CMS is uncertain ofthe reasons you decided to move from the subject property, webelieve that the record is clear that at no time did CMS provide you with a firm closing dateWebelieve the record is also clear that it was Ms*** who established an estimated closing datethat Mr*** attempted to meet and that Mr*** repeatedly notified all parties that anyclosing date that may have been established was arbitrary in nature.Based on the foregoing, we believe the record is clear that CMS has diligently attempted toprocess the loan assumption request even though CMS was not in receipt of some of the requiredinformation as recently as April 2, It is also clear that upon CMS being made aware that aportion of the qualifying income would not continue, CMS made the appropriate decision todiscontinue the loan assumption review as it was apparent that continuing verified income wasinsufficient to qualify for the FHA loan assumption.CMS would like to take this opportunity to sincerely apologize for any inconvenience that youmay have experienced due to CMS efforts to complete the FHA loan assumption as CMS'sintent was to solely review the FHA request and adhere to the FHA loan assumptionrequirements set forth by HUDShould you wish to further discuss any aspect of your loan, weencourage you to contact CMS's Customer Service Department at (800) 561-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 *** ***, Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely,*** ***Customer Advocate

I received my monthly statement on 7/23/It states that I owe twice the amount for my August mortgage payment, due to an overdue paymentI divided my July mortgage payment over weeks, like I've done many times beforeKnowing that it will not be applied until the total amount is receivedBut this seemed to be an issue for my July paymentOn my August statement, it's showing a suspense balance of $520.26, which is my July payment minus $The $is listed as principal curtailment, but the remainder of my payment, $is in "Suspense" and has not been applied as my July Mortgage paymentI also have a $late charge for that overdue payment not being received by 7/17/16, even though the final portion of my payment is listed on 7/15/Today, I called the automated number, and it states that my account information is current as of 6/10/When I look online it states my account its current as of 7/15/and I can see the dates of my authorized payments, and also

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***5, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I just logged on to my account and was pleasantly surprised, I didn't have to reset my password. This was a great feeling knowing I wouldn't have to create a password that fit an unrealistic amount of parameters. Thank you for changing that. I continued on to make a payment and now I am being asked to re-verify my bank account information. Carrington Mortgage already has my information, this addition is only adding validity to my claim. I stored my bank account information with you guys so I wouldn't have to look it up every time I make a payment. Bank account information is something most people don't just leave laying around for obvious reasons. So again another hoop to jump through to try to make a payment. Moving on I wanted to make my payment from two separate bank accounts. It turns out the minimum payment I could make was the total monthly payment and nothing less. So again I cannot make a payment today. I would love to call you guys but again your customer service hours are dismal and you are not open for business. So I count three current road blocks preventing me from making my payment.Here are my demands.#Sell my mortgage back to *** ** *** (I did not ask to be sold to a crooked/deceptive mortgage company and I am not a happy customer).#I want you to address why two separate customer service reps agreed the payment system is overly difficult.#Allow you customers to make payments with a reduced amount of difficulty.#Grow your business using a solid set of core values, treat your customers like you would like to be treated. I am telling you if you follow these steps you will not need to design a funnel trap matrix to increase your profits, the profits will grow themselves because customers will be running towards you begging to take out a mortgage with Carrington
Regards,
*** ***

July 8, Original response sent via regular mail *** *** *** *** *** *** *** ** *** RE: Loan
No.: *** Complaint No.: *** Borrower: *** *** Property Address: *** *** *** ***, *** ** *** Dear Mr***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on June 21, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you claim that you received a refund check from CMS without an explanation for the refundYou go on to say that CMS blocked your access to your online account due to inactivity and stopped sending you monthly mortgage statements due to a bad mailing addressAs a result, you state that due to your inability to log in to your online account and CMS’s alleged failure to provide you with monthly mortgage statements, you have fallen behind on your monthly mortgage paymentsFurthermore, you also state that CMS did not disburse a payment from your escrow account for your homeowners insurance despite the fact that your account has an escrow feature for that purposeLastly, you claim to have sent two separate requests for CMS to cancel your escrow account and that you have not received any correspondence from our office acknowledging or addressing your requestConsequently, your desired resolution is for CMS to unlock your online account, to generate and send you monthly mortgage statements, and to allow you the opportunity to bring your loan current As a preliminary matter, on April 19, 2016, our records indicate that CMS completed the most recent escrow analysis on your account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference, attached hereto as Exhibit “A” please find a copy of the April 19, AEADSThe purpose of the April 19, AEADS was to advise you of your projected escrow activity for your escrow cycle beginning May 1, and ending April 30, More specifically, the AEADS projected that your yearly county taxes would be $432.00, your yearly Federal Housing Administration (“FHA”) mortgage insurance premium would be $349.32, and that your yearly homeowners insurance premium would be $Correspondingly, the total disbursements for your escrow cycle beginning May 1, and ending April 30, were calculated to be $1,523.88, which if spread over a twelve (12) month period is equal to approximately $every month Moreover, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent the escrow balance from being overdrawnThe reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow accountBecause escrow items remain your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds Specifically, RESPA authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amountAdditionally, when the escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amountIf you want to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at *** Therefore, CMS is authorized to collect no more than 1/6th of the total projected escrow disbursement for your escrow cycle beginning May 1, and ending April 30, Please note that CMS will only collect 1/6th of your total projected escrow disbursement for your yearly county taxes and your yearly homeowners insurance premiumCMS does not include the disbursement for your yearly FHA mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amountCorrespondingly, the total escrow cushion that CMS may collect is $195.76, which represents approximately two (2) months of escrow payments Based on the calculations from the April 19, AEADS, your low point escrow balance was $1,As a result, in order to reach a low point escrow balance of $195.76, the allowed 1/6th escrow cushion, CMS sent you a refund check for the escrow surplus in the amount of $1,on April 19, Resultantly, that is the reason why your overall monthly mortgage payment amount decreased by $70.90, from $to $starting with your May 1, mortgage payment With regard to your CMS online account, as of the date of this correspondence, your online account is unlocked and you have the ability to access your account information by visiting our website at www.carringtonms.comIn our experience, an attempt to access a rarely-used online account using an incorrect password may be an indicator of attempted access by an unauthorized party; accordingly, when this happens, CMS’s policy is to lock your online accountAfter you call and speak with a CMS representative and confirm your contact information, our office will immediately unlock your online account and reset your password As it pertains to the monthly mortgage statements, our records indicate that we received returned mail due to a bad mailing address on April 5, In an effort to protect the confidentiality of your account, CMS stopped generating and sending you monthly mortgage statementsAs a result, that is the reason why you did not receive monthly mortgage statements for the months of April of and May of Thereafter, on June 1, 2016, our office was able to verify all of your contact information inclusive of your mailing addressThat same day, CMS also updated your account information, and generated and sent you a monthly mortgage statement With reference to your homeowners insurance, please note that CMS received a cancellation notice from your insurance companySpecifically, on June 11, 2015, CMS received a cancellation notice with an effective date of June 12, from *** *** *** *** *** advising our office that they would be unable to insure the property due to a structural issueResultantly, that is the reason why CMS was unable to disburse any additional payments on your behalf for your homeowners insurance premiumIf you have any questions with regard to the cancellation notice we received from your insurance company, we strongly encourage you to contact their office directly for an explanation Notwithstanding your insurance company’s decision to cancel your insurance policy, please note that CMS promptly obtained a homeowners insurance policy on your behalfAs you may already know, in accordance with the terms of your Mortgage/Deed of Trust, you are required to maintain a homeowners insurance policyAbsent an insurance policy and adequate coverage for the property, CMS has the authority to purchase a homeowners insurance policy on your behalf in an effort to protect our interest and your interest in the propertyIf you have any questions or concerns with regard to the lender-placed homeowners insurance policy or coverage, we encourage you to contact CMS’s Property Insurance Department directly by phone at *** ***, Monday through Friday, from 9:00AM to 10:00PM, Eastern TimeLastly, please know that CMS has the ability to refund and credit your escrow account for any month that you can prove you maintained homeowners insurance and adequate coverage for the property starting with June 12, Regarding your prior requests to cancel your escrow account, our records do not indicate receipt of your requestsThat said, in an effort to expedite receipt of your request, please send it directly to me via facsimile at *** ***Upon sending your correspondence, please call me at *** *** so I may confirm receipt of your facsimile In closing, your payment history reflects that your account is current through May of and due for the June 1, and July 1, mortgage payments in the amount of $1,323.44, late charges in the amount of $52.92, and a property inspection fee in the amount of $for a total amount due of $1,For your reference and review, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions Finally, we would like to take this opportunity to remind you that CMS offers several no-cost mortgage assistance programs that are designed to assist borrowers with their mortgageTo the extent that you are experiencing a financial hardship and cannot afford your monthly mortgage payment or need assistance bringing your loan current, CMS strongly encourages you to visit our website to explore the mortgage assistance opportunities that may be available to you by visiting *** or by calling our Home Retention Department to speak with a mortgage assistance specialist at *** ***, Monday through Friday, from 7:00AM to 5:00PM, Pacific Time Based on the foregoing investigation and review of the account, we find no evidence of wrongdoing on CMS’s behalfSpecifically, our records are clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, and has properly serviced your loan pursuant to the terms of your mortgage loan agreementNevertheless, 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 want 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 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 correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/-IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** *** or by going to *** -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at *** -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

November Bill went out, payment was madeThe company did an escrow analysis and sent a new nov bill dollars higherMy bills are automated through my bank, so the origional billed amount was paidI recieved a letter saying the payment was not recieved and a late charge of was added to my balancethey did not apply the origional amount becouse they considered it a short pay , although I have a bill for the month of nov showing the usual paymentAn escrow analasys was sent to me at the end of the first week of november, a week after payment was madethey purchased my mortgage from bank of america, and in my documents are supposed to do any and all escrow analysis in the month of AugustI belive this tactic was taken to try to set me behind on my payments in an attemt to make further payments latethis practice should not be toloratedI seek to have the late charge reversed and applied to the principal of my loan immeadiatly, as I do not belive it should have

My property is due to be sold on 5/23/My closing attorney has tried since 5/16/to get an updated payoff quoteThe required information, such as the authorization to release the information to my closing attorney, has been faxed to Carrington Mortgage Services and as of 5/20/no payoff quote has been returnedI personally spoke with three different agents on 5/19/and explained that I needed a payoff quote immediatelyI was told that it would take 24-hours for such a quote, I was told that there was no way to give me a verbal payoff, and I was told that there was no way for me to be transferred to the payoff departmentI requested to speak with a supervisor and was informed by one agent that a supervisor would be returning my call on 5/19/I then spoke with another agent and was put through to a supervisor's voicemailI left a message on 5/19/and still have not received a return call I have explained that I will need to bring money to the closing and that it m

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is in
receipt of a complaint regarding the above-referenced loan received in our office via email on
October 10, 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
At the outset, please note that the servicing of this *** insured loan was transferred from Bank
of America ("BOA") to CMS on or about August 2, Attached for your ease of reference is
a copy of the August 3, Notice of Service Transfer ("Hello Letter") sent to you by CMS
that notified you of the service transferAt the time of the service transfer your loan was
contractually current and showing due for the September 1, payment
A review of our records found that on August 5, 2014, CMS received the attached request for an
assumption of your *** loanShortly after your loan boarded within CMS's loan servicing
system, a *** Assumption Package was sent to you via fax and first class mail on August 18,
On October 7, 4, CMS received documents from you via email that included pertinent
information required to begin the loan assumption review processIn this email, you explained
that you would be sending the $administrative fee and $credit report fee required
by CMS to begin processing your loan assumption request later that same dayCMS promptly
responded to your email and notified you that all assumption reviews were placed on hold at that
time and informed you not to send the assumption fees to CMS
Please be advised that upon receipt of your correspondence, CMS has researched your loan in
detail and immediately began the process to review your loan for an assumptionAs of the date
of this letter, CMS has completed a preliminary review of the documentation included with the
assumption package and has determined that no additional information is required from you or
the potential new borrowers at this timePlease note that it is CMS's intention to expedite the
assumption review and to return a decision to you shortly
As an expression of our commitment to the highest standards of customer satisfaction, CMS has
made a business decision to continue processing your assumption request and to waive the
customary $administrative fee and the $credit report feesThis action is
undertaken voluntarily by CMS without admission of fault or liability, and solely to demonstrate
our dedication to the well-being of the consumers we serve
Based on the foregoing, we believe the record is clear that upon receipt of your complaint, CMS
has taken the appropriate actions and is currently reviewing your *** loan for an assumption as
you requestedWe would like to take this opportunity to sincerely apologize for any
inconvenience the inadvertent delay may have caused you and assure you that CMS is taking the
appropriate actions to expedite the assumption review processShould you wish to further
discuss the assumption review, we encourage you to contact Mr*** ***, Director of our
Home Retention Department at ###-###-####, extension *** 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, 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ***
Customer Advocate

I submitted a payment to Carrington Mortgage on their website on January 31st, to pay my mortgage The payment was not posted to my account until February 1st, Carrington mortgage posted my payment as days late with all three credit bureaus which caused my credit score to drop points which has caused my creditworthiness to be questioned I have had perfect credit for years until this company acquired my loan I have paid my previous mortgage payments with Carrington Mortgage this way in previous months without this outcome so I am disputing the reporting they have made to the credit bureaus ruining my credit

My mortgage was taken over by Carrington 4-years ago Since that time I have never had a problem with them Their representatives are friendly and seem to be concerned about their clients We refinanced our loan years ago and I was impressed by the man that helped us--I felt he went out of his way to make the process as painless as possible

I am active duty military and have been stationed in south korea since My home of residence is *** *** *** *** in *** **My mortgage on this property was through *** *** from until around October of 2015, at which time it was sold to Carrington without my consent or knowledgeMy payment were auto drafted from my bank and paid every month My month payment history shows perfect on Carrington web site and my bank accountI have never been late on payment for anything in my life and have always had near perfect credit scoresAround summer of I started receiving letters from Carrington stating I was late for the previous monthI never received notice they were reporting late payment on my credit report since JanuaryThey say I owe dollars but can't give me a clear explanation other than payment have been late since October and getting paid a month behind every monthI ask and please urge them to not hold me at fault for somet

This company began charging $to make a payment to them online, $to pay over the phone, and $to pay via customer service representative I have always made my payments to them on-time via the online portal and this fee came without warning This is a bad practice that I would expect to see from a payday lending company, but not a reputable mortgage company They already make money off of consumers via interest and fees associated with paying late, refinancing etc Charging me to give them my money is absolutely unacceptable

November 20,
*** ***
* *** ***
*** ** ***
RE: Complaint ID No: ***
Loan No.:
***
Property Address: * *** ***, *** ** ***
Dear MrBurgess:
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 October 30, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the complaint
As we understand your complaint, you claim that CMS has not disbursed the final payment to the contractor for repairs to your property per the terms and conditions of the refinance loan you obtained with CMS even though you claim the final property inspection was completed on September 29, 2015. You further claim that you are now at risk of having a lien placed against your home by the contractor due to non-payment
Upon review, our records show that on July 23, 2015, you finalized the refinance of this loan that included $24,for repairs to the property. The initial payment of $10,was disbursed to the contractor at the closing. Thereafter, on September 8, the final inspection of the repairs was ordered by CMS. As you are aware, the Appraiser assigned to complete the final inspection called you, and per your request the final property inspection was scheduled for September 28, 2015. As such, on that day the inspection was completed and the final inspection report was received by CMS on October 7, 2015. Subsequently, on October 9, 2015, the final inspection report was forwarded to the Underwriting Department for review and approval. On October 27, 2015, the Underwriting Department approved the inspection report, and a check was requested. On October 29, 2015, a payment in the amount of $10,was sent overnight mail to *** *** *** *** ***. In addition, on November 3, 2015, a final payment in the amount of $was also sent overnight mail to *** *** *** *** ***. Copies of these checks are attached for your ease of reference
Based on the foregoing, we conclude that CMS processed the disbursement of funds for repairs to your property in accordance with the terms and conditions of the refinance loan documents which includes a Rehabilitation Loan RiderNevertheless, we acknowledge that CMS missed an opportunity to process the final disbursement of funds for payment of the repairs to your property in a more timely fashion. We would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced, but also to thank you for bringing this matter to CMS’s attention. CMS is always looking for ways to improve service levels and your feedback is important us
Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at *** ***, 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 the complaint. If you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC

November 6, 2017 Original Sent via U.SMail *** *** *** ***, *** *** RE: Loan
No.: *** Complaint No.: *** Borrower: *** ***Property Address: *** *** ***, ***, *** *** Dear 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 October 18, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry. As we understand your complaint, you allege that your loan was previously serviced by *** ** ***, N.A(“***”) and that your loan was service transferred to CMSYou allege that you enrolled in the CMSDirectPay system, but that CMS’s system did not properly process your request to be enrolled in CMSDirectPayYou also express dissatisfaction with the payment convenience fees that CMS assesses in conjunction with some of the payment methods available to its customersAdditionally, you allege that you do not receive monthly mortgage statements from CMS timely At the outset, please note that the servicing of your loan was transferred from *** to CMS on or about August 16, At the time of the service transfer, the loan was due for the August 1, mortgage paymentAs you may already know, servicing rights arise at the time the loan is originated, but such rights are commonly bought and sold in the marketplaceConsequently, we respectfully submit that CMS acquired the servicing rights to the loan legally and in compliance with all applicable laws. In connection with the service transfer, on August 22, 2017, CMS sent you a Notice of Servicing Transfer (“Hello Letter”)The Hello Letter was also 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 August 16, and to advise you that your prior servicer, ***, would no longer accept payments received from you after August 15, Additionally, the Hello Letter made you aware that, pursuant to 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, and 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 included the processing fee for each method, instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website We would like to take this opportunity to note that on page five (5) of the Hello Letter, two (2) methods of payments are listed that are available to you without a feeThe first free option listed is CMSDirectPayThe second free payment option listed is to pay by check via mail, and this option supplies you with the address for payment submissionPage six (6) of the Hello Letter lists two different payment options and discloses the convenience fee associated with using those payment submission optionsThe first option listed is an online payment with a $feeThe second option listed is an automated pay-by-phone payment with a $feeIn addition to the payment methods listed in the Hello Letter, you may make a payment by telephone with live assistance from a CMS representativeThe fee for such service is $ In reviewing your complaint, it is important to note the difference between the CMSDirectPay system and submitting an online payment, because the CMSDirectPay method allows CMS to process recurring paymentsIt also gives CMS the ability to withdraw the exact monthly mortgage payment amount directly from your personal bank account on a date that you selectIn contrast, the online payment method is a one-time payment that is initiated by the customer through CMS’s website and the payment information is supplied by the customerIn order to use the CMSDirectPay system, your account must be contractually current. On August 29, 2017, CMS’s records indicate that you called CMS and spoke with a CMS representative regarding your accountYou asserted that you had not received any information regarding the aforementioned service transfer so you were requesting general account information. You informed the representative that your account with your prior servicer had been enrolled in auto draft and you requested information regarding CMS’s auto draft optionThe CMS representative gave you general account information and informed you that you could sign up for CMSDirectPay through CMS’s websiteThe CMS representative gave you correct information regarding CMS’s policies during this call, but regretfully the representative failed to inform you at that time that in order to qualify for the CMSDirectPay option your account must be contractually current Also on August 29, 2017, you attempted to sign up for the CMSDirectPay system through the CMS websiteHowever, CMS was unable to set you up for the CMSDirectPay option because at that time your account was due for the August 1, paymentTherefore, your account was not contractually current and could not be enrolled for the CMSDirectPay optionIn an effort to inform you that you did not qualify for the CMSDirectPay option, a letter was mailed to your attention on August 30, 2017, informing you of the reason that CMS was unable to add the CMSDirectPay option to your accountFor your reference and review, a copy of the letter dated August 30, is attached hereto as Exhibit “B”. On September 12, 2017, you made a one-time payment in the amount of $1,using the CMS websiteOf those funds, $was applied to your monthly mortgage payment due for August 1, 2017, and the remaining $was applied to your monthly mortgage payment due for September 1, 2017, thus bringing your account contractually current. On October 17, 2017, you contacted CMS and spoke to a CMS representative regarding your accountDuring this conversation you attempted to find out why your payments were not being automatically drafted from your personal bank account as you had requested on August 29, The CMS representative attempted to inform you that although you had made the request to be enrolled in the CMSDirectPay that your account had not been enrolled because your account was not contractually current at the time you made that requestAdditionally, the representative attempted to inform you that a letter disclosing the fact that your account did not qualify for the CMSDirectPay option was sent to your attention at your home address and asked if you had received that letterYou were dissatisfied with that response and requested to speak with a CMS supervisorThe representative placed your call on hold while she attempted to locate a Supervisor, but the call was disconnected for reasons we are not able to determine. Later that same day you made a one-time website payment in the amount of $Those funds were applied to your monthly mortgage payment due for October 1, which brought your account contractually currentThereafter, you submitted your request to enroll in the CMSDirectPay optionAt this time, your account was contractually current so your account did qualify for the CMSDirectPay option, and was properly enrolled for CMSDirectPay On October 18, 2017, CMS sent you a letter confirming that your account had been enrolled in CMSDirectPay and that your first payment would be automatically drafted from your personal bank account on November 1, in the amount of $On October 26, you submitted an update via our website to your CMSDirectPay drafting date changing it from a monthly draft in the amount of $beginning on November 1, to a monthly draft in the amount of $beginning December 15, For your reference and review, a copy of the letter dated October 18, is attached hereto as Exhibit “C”. In regards to your assertion that CMS is tardy in sending its monthly mortgage statements, CMS respectfully disagrees with this assertionIt is important to note that CMS generates monthly mortgage statements for the following month, either the day after a payment is made or on the day after the expiration of your late charge periodAccordingly, on September 13, 2017, CMS generated a monthly mortgage statement for your account that was mailed to your attention at your home address informing you of your monthly mortgage payment due for October 1, For your reference and review, a copy of the monthly mortgage statement dated September 13, is attached hereto as Exhibit “D”On October 17, 2017, CMS generated a monthly mortgage statement informing you of your monthly mortgage payment due for November 1, For your reference and review, a copy of the monthly mortgage statement dated October 17, is attached hereto as Exhibit “E”. Please note that pursuant to Consumer Financial Protection Bureau guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty (60) days after receipt of a qualified written request and/or a Notice of Error. In closing, CMS would like to take this opportunity to welcome you as a valued customer, and we look forward to providing you with excellent customer service the entire time your loan is being serviced by CMSWe apologize for the fact that you experienced some difficulty during the transition period from your prior servicer to CMS; however, we would like to point out that your account was not negatively impacted in any manner as there was no late fee assessed and no instances of derogatory credit reportingBased on the foregoing investigation and review of your account, we respectfully submit that we have addressed all of your concerns and have not located any errors in regards to the servicing of your accountIf 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, P.OBox ***, ***, ** *** 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 -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 https://carringtonms.com/. -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 *** ***, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at *** ***, or by going to www.consumerfinance.gov/find-a-housing-counselor. -EQUAL CREDIT OPPORTUNITY ACT NOTICE-The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580. -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, P.OBox ***, Westfield, IN 46074. 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 https://carringtonms.com/

The house next door to me was for sale, the offer included a request to survey the landIn doing so we found out the property lines were redone on that house and mine, but never were recorded at the court houseThe seller, same person I bought mine from, approached me and asked me if I would agree to re do the property and I said sureThe main issue is a small section of the driveway for the house next door is on my propertyIt is a little over sqftof dirtShe had the survey done, with a surveyors drawingHer attorney drew up the papers, had me sign themI then contacted Carrington Mortgage and was told we need to fax in the paper work, since mailing would delay it and the house sale was pending and mark it urgentPapers were faxed Oct 20,I called them the following week and they said it had been received and was in the research deptI called again on Nov 6th and was told they had not received themThey gave me the fax number for the supervisor of the research d