Carrington Mortgage Services LLC

This is the worst company, everB o A sold my mortgage to this bs company and now they call me a million times a week to try to sell me something or get me to refiThey CHARGE A FEE for making an online payment - THIS IS 2018, money transfers are free!
I have been on the phone with them now for over an hour trying to figure out WHY they raised my mortgage with their "analysis" that they did "days after a mortgage is transferred" and then another analysis in NOV for state of FL and now I need more money in my escrow account but they cannot say why....? This company is such BS and the lady on the phone just keeps reading the same script over and over againI cannot wait to get out of this and if I don't sell my house in next months, I'm refinancing through another companySo frustrating

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
In my complaint, I addressed the fact that my address is incorrect and in their response it still shows ***, PAIt is ***, PAIn addition, if my loan was transferred to them they should have all of the paperwork that shows that *** *** and I are and have been divorced for two years and I have sent BAC the paperwork that shows he holds zero responsibility of this loan which is why I was receiving bills for my loan with BACHow am I supposed to know how much I am to send Carrington Mortgage and where I am to send it too if they do not send me a bill? I want a bill mailed to me monthly and they did not address that in their responseIn addition to that online Carrington shows that I owe a larger amount due than what my last bill for BAC showed so I would like a breakdown now as wellI had a 80/split mortgage with BAC and now Carrington has the which is the 2nd mortgage which they are showing as a 1st mortgageI need to understand why that is which their customer service representative was unable to do soShe was only able to state that their website was incapable of showing updated information however she is also showing that this is a first mortgage on her end as well.
Regards,
*** ***

Thank you for your time Carrington Mortgage became my service provider in August of I received my November statement stating I owe over 2k and that my account is delinquent I have provided proof of my September and October payments multiple times They have acknowledged of having received the funds and yet they cannot fix the issue Every time I call, I must take 1-hours out of my day, sometimes leaving work early so that I can speak to them and leaving my sick cancer patient They leave me on hold for long periods of time I inform them that I need to call into them instead of them calling me because I cannot leave my patient's side to take their call and talk for an hour
I feel they are being discriminatory due to my heavy accent Some of them are rude, others nice but ALL of them seem to not know how to resolve what they claim to be a simple issue Due to their incompetency, my credit is being ruined and my status is currently delinquent

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

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

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

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

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,

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

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 *** *** *** *** ** *** * ***

*** ** *** 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

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

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!!

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,
*** ***

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

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!!!

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 *** *** *** *** ** ***

May 1, Original Sent Via Regular Mail *** ** ***
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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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Please note the following:I received an escrow analysis for from the previous provider with a different escrow cushion requirment By all legal accounts, I've received contradictory escrow analyses, one before the servicing provider change and after Carrington is bound by the former until the following year There is no federal or state legal requirement for an escrow account, including RESPA RESPA sets forth the maximum amount that can be held in escrow, as you've indicated The escrow analysis is contradictory to the one received this year prior to the servicing provider change Before Carrington assumed loan servicing, *** had already determined the escrow amount and sent an analysis See attachment Note the differences between the two Carrington must continue with the pre-agreed upon escrow amount until the next year Note: at no time will the cushion balance ever reach zero. There is no risk to eliminating the escrow account I have a solid history of payment since mortgage origination for years and a credit report from Experian As the house has years of equity and is valued at $265-275,000, the portion of the loan without risk is absent The VA guarantees the the remaining balance of the loan value i.eCarrington has no standing for continuation of an escrow acount The purpose of the esrow account is not for Carrington to retain capital, as explained in the orignal loan documents There is no need for an escrow account; this is a VA loan with equity The purpose of the escrow account is is for the homeowner to pay property taxes on time and keep the homeowner insurance up to date Failing to meet those responsibilities by the homeowner has potential negative effects on Carrington, the mortgage lender, as a government tax lien on the property or any not-insurance-covered damage to the property could reduce or potentially destroy the value of the collateral that the homeowner has placed with the mortgage lender against the borrower’s home However, VA "stands behind" the loan by guaranteeing a portion of itIf something goes wrong and I can't make the payments anymore, the lending institution can come to the VA to cover any losses they might incurThe VA loan guaranty is the "insurance" that is provided to the lender.Seeing how there is no purpose for the escrow account, no legal requirement for an escrow account, and no risk for its elminiation, I ask for the elimination of the escrow account ]Regards,*** ***