Carrington Mortgage Services LLC

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,
*** ***

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

Mortgage lender inappropriately charging fees and not disclosing to myself or consumers until it's dueMortgage lender demands for due amount or will add more feesThese fees are higher than previously agreed with previous lender, and now issued by Carrington mortgage, whom it was sold toFees charged are substantially higher than expected and consumers are left with no choice without payments

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 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/

Carrington Mortgage charges a fee to pay-by-phone, but no fee to pay by websiteThe website will not allow you to reset your password or log you in correctly, forcing you to pay your bill by phone and then be charged the convenience fee for that paymentBecause mail is unreliable in delivery dates, pay by mail often results in late payments postedCarrington Mortgage changed the escrow policy of our mortgage when they took it over from a different lenderThey chose to increase the escrow to allow them to hold a cushion amount which is not part of the original lender's mortgageThis resulted in an increased payment of $per month, and that additional escrow money is just being held by them This is a deceptive practice and not in harmony with fair business practicesWhen purchasing something as impacting as a mortgage, the terms should remain the same between companies

1/6/was contacted by Carrington Mortgage Rep *** *** about refinancing under the HARP loanHave copies of all email transaction where Mr *** said not to pay mortgage payment till March On January 26,received a email from Mr *** that we are approved and will close between 2/11-2/He also stated that I needed to make January payment in which I paid week laterIn the email he also stated I would have a partial payment in February and skip March with first payment being due 4/1/On January 30, received a email from Mr *** stating thank you for your patience and they would get with me Monday so that they can bring financing to a closeOn 2/4/I emailed Mr *** that January payment was made in which he replied okOn 2/12/I called and left message to Mr *** asking when we were closingOn 2/once again I called and left message along with a email requesting a call back about closing dateAgain on February 18,

*** ** *** gave my mortgage over to Carrington for servicing Since I had an approved Chapter 13, I have never been days late on my payments Several months have passed and Carrington still hasn't updated my account I made a payment to *** ** *** on November 30th and then called Carrington and made a payment at the end of December so I could keep up on my payments even though they were taking months to transfer over my information I just got my escrow statement and my payment is increasing over $120.00/month even though my property taxes went down and my homeowner's insurance went up less than $10.00/month I have spent hours on the phone waiting to speak to the proper representative and keep getting told they are busy and someone would call me back I am still waiting on that call

We have worked with many mortgage companies since we own a number of properties Carrington is by far the worst company we have ever worked with We have had the same experience as all of the other negative reviews here Working with them for insurance claim repairs is a nightmare because they keep the insurance check until all repairs are complete Therefore, you are left with paying for repairs out of your own pocket while Carrington sits on the insurance money This is really outrageous and counter productive I really wish they would sell our loans to anyone else
How is it possible that Carrington has an A+ rating when they have 98% negative reviews based on the information on this website? They have positive reviews and negative reviews at the time of this review! How is that possible? It really diminishes the respectability of the Revdex.com to see such a rating for this company based on the Revdex.com's own information

September 4,
*** ** ***
*** ** ***
*** *** ***
*** *** ** ***
RE: Complaint No.:
***
Loan No.: ***
Property Address: *** *** ***, *** *** ** ***
Dear Mrand Mrs***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on August 10, 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 inquiry
As we understand your complaint, you claim that you made payment arrangements with CMS to pay your June 1, payment in July 2015, due to illness that caused you to get behind on your bills. You go on to say that CMS received your June 1, payment on July 2, and did not charge you a late fee for this late payment; however, CMS did report this payment late to the credit agencies which has negatively affected your credit. In addition, you allege that CMS Customer Service representatives were rude and unprofessional causing you distress
Upon review, our records show that on June 12, you called CMS and during this call you indicated that you would not be able to make your June 1, payment until July 1, due to income reduction. The CMS representative noted your loan and also disclosed that a late fee would be assessed after June 17, 2015. The CMS representative also disclosed that payments received thirty (30) days or more after the contractual due date are reported as late to the credit agencies.
Subsequently, on July 2, CMS received your payment in the amount of $1,755.27, and this payment was applied to the June 1, payment in the amount of $1,701.86, and $was applied to suspense. On July 13, 2015, CMS received another payment from you in the amount of $1,and this payment was applied to your July 1, payment. In addition, CMS waived the late fee in the amount of $as a one-time courtesy and subsequently applied the sum in suspense in the amount of $to principal curtailment
Lastly, upon further review of the communications you had with CMS from May 26, through August 27, 2105, we did not find any evidence to support your claims that CMS staff was rude or unprofessional to you.
Based on the foregoing, we have determined that the information reported to the major credit agencies properly reflects your payment history and loan informationWe are, therefore, unable to make any changes to the reported information
We trust that this communication addresses all of your concerns noted in the complaintCarrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may haveWe can be reached at *** *** Monday through Friday, 8:AM to 5:PM, Pacific Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-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 *** *** *** *** ** *** * ***

The only reason they received one star is they wouldn't let me leave a review if I didn't This company is horrible Chase sold my mortgage to them in January I started paying my payment in February On April I called to make a payment ahead of time as I always do On May they took another payment Not only did they take the payment they are refusing to discuss this with me because my husband died and my name was not on the mortgage......on the title or deed....but not the mortgage When I called I told them I needed it refunded to my account and they told me no Even though they could see an over payment was made They could see it came from my account!! They said I would have to fill out paperwork to prove that I am the executor of my husbands estateThey said it would probably take at least daysI live in NC and When someone dies without a valid will, the legal term is that they died intestate Any property that was owned joint tenants with rights of survivorship, such as with a spouse, will pass to the surviving spouse without the need for a court process Not only am I furious at their customer service but KNOW THE LAW All of this and they sent my mortgage payments up by $and said my escrow to low So up again I have a VA mortgage and now I am getting touch with the VA benefits office to see what if anything they can do about this STAY AWAY FROM THIS COMPANY IF AT ALL POSSIBLE!!!

Carrington STOLE MY MONEY!!! I have never had a company FORCE you to sign up for automatic paymentsI have never been late on a payment eitherI did not sign up initially because I only get paid once a month and depending on when the 1st is, I may not have the money to pay yetIn past months I have been charged an additional $to make an online paymentThat is fine, I don't want anyone drafting out of my account with out my authorizationTHIS HORRIBLE COMPANY DID IT ANYWAY, WITHOUT MY AUTHORIZATION!! They took the mortgage payment, then took ADDITIONAL MONEY OUT OF MY ACCOUNT EQUAL TO THE MORGAGE PAYMENT!!!! I have contacted the company and they say it will take WEEKS for me to get it back!!! They took my whole months check almost and I have to wait weeks!!! How am I supposed to pay other bills, eat, get to workIt is their mistake and I need my money NOW!!

October 20,
*** ***
F/K/A/ *** ** ***
*** *** *** ***
*** ** ***
RE: Loan No.: ***
Primary Borrower: *** ** ***
Co-Borrower: *** ** ***
Property Address: *** *** *** ***, *** ** ***
Complaint I.DNo.: ***
Dear Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on October 13, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry
As you are aware, our Customer Advocate Department originally received an inquiry from you via the Revdex.com on September 19, 2016, which raises some of the same issues as this complaintAccordingly, the loan was researched and a response was sent to you by CMS on October 12, As we understand your most recent inquiry, you have reviewed CMS’s October 12, response letter and believe that the information contained in that response may not have been accurate and/or did not resolve your concerns
In your recent correspondence, you acknowledge that you filed for protection under a Chapter Bankruptcy, case number *** on November 26, and that the courts granted your request to discharge all secured and unsecured debts listed on your original petition on March 5, 2013; however, you claim that CMS has incorrectly determined that you did not reaffirm the mortgage debtPlease be advised that while you may have instructed your bankruptcy attorney to reaffirm the mortgage debt, CMS has thoroughly researched the records pertaining to your bankruptcy filing and has confirmed that the mortgage debt was not reaffirmed as you claim
Notwithstanding the above, should you still believe that the mortgage debt secured by the subject property has been reaffirmed, we encourage you to send the fully executed, court approved reaffirmation agreement to CMS’s Customer Service Research Department via fax at *** *** at your earliest convenienceCMS is unable to provide you with legal advice; accordingly, CMS encourages you to contact the bankruptcy or legal professional of your choice for any further questions you may have in regard to any reaffirmation of the mortgage debt you believe to entered in to
Until CMS is receipt of reliable information demonstrating that the mortgage debt has been reaffirmed, CMS must continue to service the loan pursuant to the U.SBankruptcy laws and according to the records in CMS’s possessionResultantly, nothing in this letter shall be construed as an attempt by CMS to impose or revive your personal liability under the Note and Deed of Trust/Mortgage, nor is it an attempt to collect, recover, or offset any such debt as your personal liability under the Note and Deed of Trust/Mortgage
CMS understands that your annual hazard insurance premium has increased; however, CMS is not in possession of information demonstrating that the increase of your hazard insurance premium was solely attributed to CMS’s actionsAs outlined within CMS’s October 12, response letter, CMS does not dispute that you have purchased a more costly hazard insurance policy as there are a number of factors that can cause an insurance policy premium to increase, such as the frequency or amount of claims that may have been filed by a homeownerCMS respectfully submits that based upon this information, your annual premium may have increased as a result of the recent claim that was filed for damages to the property
In response to your concern that you received a letter from CMS notifying you that CMS was not in receipt of your Evidence of Insurance (“EOI”), please be advised that while CMS and/or its Insurance Vendor, Southwest Business Corporation (“***”) advanced its own funds to pay for a Lender Placed Insurance (“LPI”) policy through American Modern Home Company (“*** ***”), you were still required to ensure that the property was insured during the loan termAgain, the *** *** policy that was paid on your behalf but not at your expense by CMS and/or *** retroactively insured the property from December 15, to August 26, for a total premium amount in the amount of $1,Appropriately, you were notified that you were required to provide CMS with EOI for the periods before and after the property was insured by *** ***
CMS understands that you continue to express dissatisfaction with *** *** and have raised the same concerns that you raised in your original Revdex.com complaintCMS would like to reiterate that CMS does not have access to *** ***’s records and CMS is unable to comment on behalf of *** ***Again, we encourage you to contact *** *** for any questions or concerns that you may have with *** ***’s processing of the recent insurance claimNotwithstanding the above, CMS respectfully asserts that *** *** has promptly processed the insurance claim taking into consideration that the insurance claim process can sometimes be very time consuming and lengthy
As you may know, CMS received an insurance estimate from *** *** on October 5, in connection with the claim filed for damage your property suffered due to plumbing failureThat day, CMS issued the attached letter to you notifying you of the process CMS follows when a claim has been filed and the loan is not contractually current, or the claim proceeds exceed $10,000.00, or a modification has been completed in the last six months and the claim proceeds exceed $3,In such cases, it is CMS’s policy to deposit the claim check(s) into a restricted escrow account and monitor the repair process
On October 13, 2016, CMS received check number in the amount of $2,from *** ***Later that same day, CMS received check number in the amount of $6,from *** *** which brought the total claim proceeds in CMS’s possession to $8,Because the claim checks were made payable to CMS, CMS briefly deposited the funds into your restricted escrow account and on October 14, 2016, CMS requested its Cashiering Department to disburse funds to you in the amount of $8,later that same day
Because the disbursement request was made after the mail cut-off time, the checks were mailed to you the next business day which was on October 17, The attached letters were sent to you along with the checksIn light of this information, CMS respectfully submits that CMS did not require you to provide CMS with a copy of the insurance adjuster’s report or photos, and that CMS promptly released the full amount of the insurance claim to you as the status of your loan and the amount of the claim did not require CMS to monitor the repair process
Based on the foregoing, we believe the record is clear that CMS and/or *** took the necessary actions to purchase an insurance policy to cover the property loss and filed an insurance claim on your behalfShould you have any further questions or concerns relating to CMS or ***’s involvement with the ongoing insurance claim process, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

Refinanced our home with this company terrible timeHide the closing disclosure in a email we signed for the appraisal then the amount of cash back changed before closing was never told or informed until day of closing when notory showed usThen none of the people answered their phones to help with the problem and found out the underwriter tried to pocket the extra money cause magically after asking to speak to supervisor he said I can pull it out of my pocket and give u the amount

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 In particular, they neglect to mention my repeated attempts both by phone and by webpage to modify the date my autodraft is executedThey also falsely protrey that they have changed the execution time from what it was with ***They also falsely indicate that all autodrafts have 'always' been executed on the 10th of the month, and while this may be a result of their incompetence or inadequacy of their staff or website, respectively, it is demonstrably and patently falseFINALLY, I invite any conciencious observer to examine the webcaptures they attached to their responseNotice that they claim to have "been unaware" of the NSF untill May 11thThis, too is demonstrably false, as bank records will showIn the interest of time, I will send a second response with this documentation.For your reference, details of the offer I reviewed appear below
Regards,
*** ***

November 14, ORIGINAL RESPONSE SENT VIA REGULAR MAIL *** *** *** *** *** *** ***, ** *** RE: Loan No.:
*** Property Address: *** *** *** ***, ***, ** *** Borrower: *** *** Case No.: *** 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 October 24, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that you recently experienced difficulties interacting with CMS’s Customer Service Department and Customer Advocacy DepartmentYou further indicate that you have been impacted by Hurricane Harvey and that you want to ensure that your credit is not being reported negatively to the credit reporting bureaus while you are on a disaster-related forbearance plan With respect to having been impacted by Hurricane Harvey, please allow us to express our sincere sympathy for the recent tragic events that have touched your lifeWe understand natural disasters can cause substantial hardships, and we are here to help with the challenges that you are currently facing at this time Please note that on or about August 28, 2017, CMS was notified by the Federal Emergency Management Agency (“FEMA”) that your property was in an area FEMA had declared a disaster area due to Hurricane Harvey. On August 29, 2017, CMS sent you a letter regarding your property being located in a federally declared natural disaster areaThis letter notified you that in response to such catastrophic events and to meet the needs of our valued customers, CMS has a program that evaluates, on a case-by-case basis, each affected customer's situation and eligibility for potential mortgage assistance reliefThis letter further encouraged CMS customers affected by the natural disaster to contact CMS at (***) ***-***. For your reference and review, a copy of that letter is attached here to as Exhibit “A”Please note that CMS does not automatically place all of its customers in the affected area on a disaster plan or forbearance agreement, but rather encourages its affected customers to contact CMS directly so that each customer’s unique circumstances may be dealt with by a CMS representative According to our records, on September 6, CMS contacted you via telephone and discussed the possibility of entering into a forbearance planYou informed the CMS representative that your employer was affected by the natural disaster and that you would like assistanceThe representative advised that a Disaster Relief Specialist would contact you within seventy-two (72) hoursThe next day, on September 7, 2017, CMS contacted you regarding your request for assistance due to being impacted by the natural disasterDuring this telephone call, you agreed to the terms of the natural disaster forbearance plan That same day, you submitted a request via CMS’s website to obtain a payoff quote for your loanLater that day, a representative from Chase Bank also contacted CMS via telephone to request a payoff quoteThe representative from Chase Bank was advised to submit the request to the fax number of (***) ***-*** for processingOn September 8, 2017, CMS issued you a payoff quote with a payoff amount of $123,that was good through November 1, This payoff quote was emailed to you at ***@hotmail.com and was also sent to you by regular mail that same dayAdditionally, on September 7, 2017, CMS issued you an Adjustable Rate Mortgage (“ARM”) Change Notice advising that your interest was adjusting from 2.62500% to 3.25000%This interest adjustment increased the principal and interest payment amount from $to $The total monthly payment was set to increase from $1,to $1,289.51, beginning with the November 1, mortgage payment Thereafter, on September 13, 2017, CMS contacted you via telephone and confirmed that the forbearance plan status was updated on your loanYou were advised that the forbearance plan had been established on your account with an effective date of September 7, As a reminder, the forbearance plan lasts for ninety (90) days from the date that the natural disaster was declared by FEMADuring this ninety (90) day period, CMS will not assess any type of late fee and all credit reporting is suppressedPlease note that there is no formal written forbearance agreement involved with this plan, and the forbearance plan does not absolve you from making your monthly mortgage payments, but it does give you time to get your financial affairs in order without experiencing any negative consequences of delinquency for your payments due for the months of September 1, 2017, October 1, 2017, and November 1, On October 10, 2017, CMS received your payoff funds in the amount of $123,Of that total amount, $122,was applied to the principal balance, $was applied to interest, and $was applied to the escrow balance It is important to note that due to an inadvertent credit reporting error that occurred on October 10, 2017, some of CMS’s accounts that were on the disaster forbearance plan received negative credit reporting informationWith regard to your account, the inadvertent error was identified and immediately corrected on our system on October 18, to reflect your account status as current while being on the forbearance planThis information was transmitted electronically to the credit reporting bureaus on November 1, when CMS responded to your online credit disputeCMS sincerely apologizes for any inconvenience this may have caused you As it pertains to your current account status, our records indicate that the credit reporting for the August 1, and September 1, mortgage payments has been suppressed in accordance with the forbearance plan termsPlease note that pursuant to Consumer Financial Protection Bureau (“CFPB”) 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 ErrorAccordingly, credit reporting will resume on your loan after January 11, On October 23, 2017, you contacted CMS via telephone to discuss the account, the forbearance plan and credit reportingThe representative properly advised you on how to submit a credit dispute to CMS, which you agreed you would doPlease note that it is CMS’s policy that disputes and/or complaints be submitted in writing to CMS with the loan number, date, borrower(s) name and to be signed by the borrower to protect the borrower’s privacyDuring this same phone call, you also inquired about your escrow refund check you were expecting to receive as a result of paying your loan in fullYou were then transferred to an Escalation Specialist who confirmed the escrow refund information with youOn October 25, 2017, CMS issued you an escrow refund, check number 177001, in the amount of $6,and sent it to your attention via regular mailLastly, it is important to note that on October 30, 2017, CMS submitted your satisfaction of mortgage to Galveston County for recording Based on the foregoing investigation and review of your account, our records are clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all applicable laws, and has properly serviced your loan pursuant to the terms and conditions set forth in your mortgage loan agreementWith that being said, CMS does apologize for any inconvenience you may have experienced while CMS updated your account status to reflect an active disaster assistance forbearance plan and transmitted this information to the credit reporting bureaus 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 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 1-***-***-*** between 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 http://www.***/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 -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 1-***-***-*** -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 ***, ***, ** ***. 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/ TEXAS: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, NORTH LAMAR, SUITE 201, AUSTIN,TEXAS 78705. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-***-***-*** A complaint form and instructions may be downloaded and printed from the Department’s website located at www.***.texas.gov or obtained from the department upon request by mail at the address above, by telephone at its toll-free consumer hotline listed above, or by email at ***@sml.texas.gov

May 1, Original Sent Via Regular Mail *** ** ***
*** *** *** ***
*** *** ** *** *** *** ***
***
*** *** *** *** *** *** *** *** ** ***
*** *** ***
Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 11, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry As you are aware, our Customer Service Research Department originally received complaints from you on February 27, and March 9, which raised some of the same concerns as your most recent complaint. Accordingly, the loan was researched and a response was sent to you by the Customer Service Research Department on March 31, 2017. A copy of the response is attached for your reference. As a preliminary matter, we note here that your most recent complaint continues to raise some of the same concerns that CMS has already addressed in detail on numerous occasions. While you certainly are entitled to your opinions regarding the information contained in the prior response letter, CMS’s position on the issues remains unchanged. Consequently, we strongly encourage you to review our initial response in its entirety as we will not respond to the same concerns that CMS has already addressed in detail. That being said, CMS is committed to the highest standards of customer satisfaction and we will respond to each new issue you have raised to the fullest extent possible. As we understand your most recent complaint, you state that you remit your mortgage payments online through your financial institution. You also state that you spoke to a CMS representative in January that instructed you to cancel and reissue the payment that was sent to CMS in December 2016. You further state that you contacted your financial institution and you were informed that the payment was mailed to CMS at P.OBox 3010, Anaheim, CA 92803. You claim that you contacted CMS and informed the CMS representative that the December 1, payment had been mailed to CMS; however, the CMS representative advised you that it had not been received. You further claim that two days later the check cleared your accountA review of our records found that On January 12, 2017, you contacted CMS and informed the CMS representative that you had already made both the December 1, and January 1, mortgage payments on line through your financial institution. You informed the CMS representative that you had made the December 1, payment on or about December 9, 2016; however, you were uncertain as to which date you processed the January 1, mortgage payment. The CMS representative encouraged you to send front and back copies of the cancelled checks to CMS in order to locate your payments. You informed the CMS representative that CMS had not presented either of the checks to your financial institution for payment; therefore you were unable to provide CMS with copies of the cancelled checks The CMS representative informed you that could either place a stop payment on the checks or you could also provide fax documentation from your financial institution that included the check numbers, the amount of the checks and dates that the checks were mailed to CMS. Upon receipt of the information, CMS would attempt to track down your checks. The CMS representative advised you to fax the information to (317) 219-0643. While you did not express interest in using any of the payment methods provided to you by CMS during this telephone conversation, the CMS representative advised that you may access CMS’s publicly available website at https://carringtonms.com/AccountServices/PaymentOptions/ for a comprehensive list of the available payment delivery options and addresses to send mortgage payments to CMS. On January 18, 2017, CMS received your check number 3000073, dated December 19, in the amount of $748.00. These funds were applied to the December 1, mortgage payment of $738.13, the remaining $was placed in an unapplied status. After the application of these funds, the account was still due for the January 1, mortgage payment of $with an unapplied balance of $9.87. It should be noted that your financial institution’s Bill Pay service mails checks to CMS and such payments are not electronically transmitted to CMS. Unfortunately, CMS does not have any control over the amount of time it takes the United States Postal Service (“USPS”) to deliver a check to CMS On January 27, 2017, CMS received funds in the amount of $748.00. These funds were applied to the January 1, mortgage payment of $738.13. CMS then applied the remaining $and reversed $from unapplied status and applied $toward that outstanding late charge balance. After the application of these funds, your loan was contractually current and due for the February 1, mortgage payment. On February 13, 2017, CMS received funds in the amount of $748.00. These funds were applied to the February 1, mortgage payment of $738.13, the remaining $was applied toward the outstanding late charge balance. After the application of these funds, your loan was contractually current and showing due for the March 1, payment On March 9, 2017, CMS received funds in the amount of $738.00. These funds were applied as short to the March 1, payment of $738.00. After the application of these funds, your loan was contractually current and due for the April 1, payment. On April 7, 2017, CMS received funds in the amount of $740.00. These funds were applied to the April 1, payment of $738.13, the remaining $was applied toward the outstanding late charge balance. After the application of these funds, your loan was contractually current and showing due for the May 1, mortgage payment. Your request to remove the late charges and fees from your loan is respectfully denied, as the late charges and fees were properly assessed. For your convenience, the specific dates and amounts charged to your account are outlined below
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A payment history along with the transaction codes and definitions is attached for your reference We would like to take this opportunity to remind you that all payments are due on the first day of each month as outlined within the attached Note. If the full contractual payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loanThus, if your financial institution’s Bill Pay service is mailing the check to CMS, please allow enough time to schedule your payment for the check to reach CMS on or before the sixteenth day of the month in order to avoid a late fee assessed to your loanIn addition, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. Because the December 1, mortgage payment was not satisfied until January 18, 2017, CMS again must respectfully deny your request to remove the negative information that was reported to the credit reporting agencies for the December 1, mortgage paymentCMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information. We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information. We are, therefore, unable to make the requested changes to the reported information. Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error 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 complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486- 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 (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** ** *** Customer Advocate CC: Revdex.com

Carrington Mortgage, continually reports on my credit report that I am and days late on my mortgage paymentsThis is completely and inaccurateI have not been lateDespite my many disputes of this incorrect item, this company continues to fraudulently “verify” this misleading information which leads me to believe that this misrepresentation is intentionalThis is a violation of the Fair Debt collection Practices Act (FDCPA), USC 1692g Sec(A): The representation of the character, amount, or legal status of any debtI have disputed this information five or six times through the credit bureaus but the company changes small irrelevant information and marks as "updated" to avoid actually verifying their inaccurate claims
I have already provided this company receipts, statement history, and court documents and they still refuse to correct the information
Carrington began reporting this inaccurate information upon my attempts to refinance which lea

My mortgage was transferred from Chase to Carrington Mortgage services in October of 2015, and I set up an online account and paid all mortgage payments on time or ahead with no problems whatsoever Then all of a sudden I get a letter dated 8/17/stating that there was some problems with the ABA Routing or Checking Account number I could not make an online payment as I have previously done for almost a year with no problems whatsoever I called the bank and they said no problems I call Carrington and told them that I had talked to the bank and they said I could make a payment after that I tried to make a payment with no success on a Tuesday (after the holiday) I called Carrington that day and I was told that it will be to hours due to the holiday and try after that I tried to make a payment online today, 9/10/2016, with no success I have read other reviews with the same complaint

Anyone looking for a home loan, PLEASE use another companyCsrrington Mortgage miss reports payments on a continual basisIn the last years alone I have made several on time payments that have not been updated on my credit report I also have on time payments that were reported lateI have filed disputes with the credit bureau, they are pending nowThe customer service is the worst that I have ever dealt with in my lifeCarrington Mortgage is honestly a good example of what is wrong with big businessThey will take your money, mis-handle your account and then act as if you have done something wrongChoosing this company has been one of the biggest mistakes I have ever madeAnyone who reads this, PLEASE, learn from my mistakeTake the time to find a mortgage company that will help you, a company that will report correctly to your credit bureaus, do not become a victim of another big business that takes advantage of the middle classI hope this review saves at least one person from the issues I have had