Carrington Mortgage Services LLC

Greetings,I would have replied earlier to say the issues has been resolved, but there has not been a reply to email and the message I have received did not have the header that it claimed to have so there was no contact information Either way after many many hours on the phone with Carrington
we did finally get our many back, so you can close this issue out.Thank you,*** ***Complaint ID: ***

April and charges in the amount apiece for a property inspection fee for total $was charged to my mortgage accountWhen called to inquire on charges I was told the information as to why was not available

November 23, Original response sent via regular mail *** *** *** *** *** *** *** ** *** RE: Loan
No.: *** Complaint No.: 1*** Borrower: *** *** Property Address: *** *** *** *** ** ***
Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on November 7, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As you already know, our Customer Service Research Department originally received your inquiry via facsimile on September 15, Please note that your initial inquiry raises the exact same issues as the current inquiryAccordingly, our Customer Service Research Department researched the loan and a response was sent to you via regular mail on October 12, For your reference and review, attached hereto as Exhibit “A” please find a copy of CMS’s response to your initial inquiry received on September 15, We regret that you were dissatisfied with our response to your initial inquiryCMS is committed to the highest standards of customer satisfaction and professionalism, and for this reason, we take all legitimate complaints regarding the conduct of our business very seriouslyAlthough we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately. Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response and address any outstanding concerns in this matter. With regard to your request for a payoff statement, our records indicate that you requested a payoff quote on December 22, That same day, our Customer Service Department forwarded your payoff request to our Payoff Department for processingThe following day, on December 23, 2015, CMS generated the Payoff Statement and sent it to your attention via email pursuant to your requestPlease note that our Payoff Department processed your request in one (1) business day from the date of receiptConsequently, CMS respectfully submits that we promptly processed and delivered the payoff statement in response to the inquiry we receivedAlthough you allege that CMS advised it would take thirty (30) days to process your request for a payoff, we are unable to find any evidence in our review of your account to substantiate your claim As it pertains to the payment transactions that you authorized on December 11, and December 22, 2015, we respectfully submit that customers who elect to process automated payments through the Interactive Voice Recognition (“IVR”) system are responsible for accurately identifying and entering the information for the bank account from which they want the loan payments withdrawnTherefore, we strongly encourage our customers to verify the account information entered into the IVR before submitting their payment transaction to CMS For your reference and review, below please find the images of the payment transactions that you authorized on December 11, and December 22, with your complete routing and bank account numbersIf you still believe that CMS incorrectly processed your automated payments through the IVR system with the bank account information that you provided to us, we ask that you provide whatever evidence you may have of the purported error so we can research your claim furtherIn the absence of any such evidence, we respectfully submit that CMS properly processed your payments using the bank account information you provided Furthermore, please note that the confirmation our customers receive after processing a payment request is only intended to notify our customers that we have received their transaction request and is not intended to constitute, nor is it, a confirmation that their payment was successfully applied to their accountIn other words, the confirmation our customers receive immediately after processing a payment request is meant to only notify them that CMS is in receipt of their request for our office to debit their bank account for a mortgage paymentIt is not a confirmation that CMS has successfully debited their bank account and applied the payment towards their loan As a reminder, CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan informationWe have determined that the information reported to the major credit reporting bureaus properly reflects your payment history and loan informationTherefore, we are unable to make the requested changes to the reported information In closing, please further note that we are unable to identify any new issues that have not been previously addressed in detail by our office as your most recent correspondence appears to be substantially similar, or even identical to correspondence previously addressed by our Customer Service Research DepartmentAs a result, because we have now addressed these issues on multiple occasions, we will not respond to future correspondence raising substantially the same or identical claims Based on the foregoing investigation and review of your 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 agreementFinally, 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 have any questions with regard to any aspect of your loan, we encourage you to contact our Customer Service Department by calling (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, 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, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. 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 (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, 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 1-888-267- -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 (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA Tell us why here

September 11,
*** ** ***
*** *** *** *** *** *** *** ** ***
RE: Loan No.: ***
Complaint No.: ***
Property Address: *** *** *** *** ** ***
Dear Mr***:
The *** *** Department of Carrington Mortgage
Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office on August 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 claim that while in the past you had received multiple monthly mortgage statements from CMS, you did not receive a billing statement for the month of June You go on to say that you realized the billing statement was not received and you contacted our Customer Service Department to make the June paymentAt the time you made the payment, the Customer Service encouraged you to submit your written request to waive the late charge assessed in connection with the June payment to our Customer Service Research DepartmentHowever, you state that your request was reviewed and deniedYour desired resolution is a one-time refund of the paid late charge in the amount of $
A review has been completed of your account and our records reflect that billing statements were generated on April 18, May 24, July 24, and August 8, 2015; however, due to an incorrect mailing address indicated in our system, the June billing statement was not generated
An additional review of your account history indicates that the mailing address error was caused by mail being returned to CMSThe returned mail caused a bad mailing address notification to be notated on our system, causing the June billing statement to not be generatedWe sincerely apologize for this inadvertent error and solely as an expression of our commitment to the highest standards of customer satisfaction CMS has agreed to reverse and waive the paid late charge in the amount of $Please note that check number *** in the amount of $has been generated as of the date of this letter and will follow under separate cover
Lastly, as of August 1, 2015, the mailing address has been updated on our servicing system to reflect a mailing address of *** *** *** *** *** *** *** ** *** and as of the date of this letter we have confirmed the incorrect mailing address has been removed from your loan
We trust this communication addresses all of the concerns noted in the complaintIf you have further questions, please contact the undersigned at *** ***, Monday through Friday from 8:AM to 5:PM, Pacific Time
Sincerely,
*** ***
*** ***
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at 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 *** *** *** *** ** ***

February 22,
*** ** ***
*** *** *** *** ** ***
RE: Loan No.: ***
Borrower: *** ** *** ***
Property Address: *** *** *** *** ** ***
Complaint I.DNo.: ***
Dear Mr***:
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 February 9, 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 know, CMS’s Customer Advocate Department received an inquiry from you via the Revdex.com on January 29, which raises the same issues as this complaintAccordingly, the loan was researched and a response was sent to you by CMS on February 9, A copy of that response is included here for your ease of referenceAlthough the February 9, response provided you with seven pages of documents to support CMS’s response to you, CMS is not attaching another copy of those documents in an effort to avoid unnecessary duplication of efforts
As we understand your most recent complaint, you continue to raise claims that CMS has somehow prevented you from selling the above referenced propertyYou further claim that in in February 2015, CMS would not disclose information to a certain third party and that somehow CMS became involved with that same third party causing that third party to withdraw their interest in the propertyYou further claim that in June 2015, CMS’s Bankruptcy Department did not give you certain information you needed in order to sell the property and that CMS required you to send a key to the property to CMS
As you know, CMS has previously confirmed that you filed for protection under a Chapter Bankruptcy, case number *** on March 2, On June 11, the courts granted your request to discharge all secured and unsecured debts listed on your original petitionAs you did not reaffirm the debt prior to obtaining the discharge, you were no longer personally liable to repay the discharged debt; however, the discharge did not extinguish the lien on the subject propertyAs such, this letter is not an attempt to collect a debt from you but merely provides you with informational notice regarding the status of the loan
As you also know, CMS has previously notified you that CMS is unable to locate a single piece of evidence to support that CMS has somehow prevented you from selling the propertyNevertheless, as an expression of our commitment to the highest standards of customer satisfaction, CMS has further researched our records for the periods you have outlined within your most recent complaint and is still unable to locate a single piece of evidence to support your claim for the reasons stated below
In regard to your claim that in February 2015, CMS would not disclose information to a third party, our records show that on January 7, 2015, CMS received written permission from you allowing CMS to disclose loan information to *** ***Accordingly, CMS updated the loan to reflect that Ms*** was your Authorized Third Party (“ATP”) that same dayOur records show that Ms*** never contacted CMS on or around the period outlined within your complaint
Moreover, it was on January 27, when CMS received written permission from you allowing CMS to disclose loan information to *** *** *** (“***”)Again, CMS updated your loan to reflect that *** was an ATP and that CMS could discuss your loan with this new ATPOur records also show that *** never attempted to speak to CMS on or around the period outlined within your complaint
Finally, it was on February 3, 2016, when CMS received written permission from you allowing CMS to disclose loan information to *** *** with *** *** *** (“***”)Once again, CMS promptly updated your loan to reflect that *** *** with *** was an ATP and that CMS could discuss and release loan information to this new ATPSimilar to the two above referenced ATPs, our records show that *** *** with *** never contacted CMS or attempted to speak with CMS on or around the period outlined within your complaintIn light of this information, rejects any suggestion that CMS refused to disclose information to any of these ATPs once CMS was in receipt of the required written permission to do so
In response to your claim that in June 2015, CMS’s Bankruptcy Department did not give you certain information you needed in order to sell the property, CMS finds this allegation to be vague, ambiguous and unintelligibleRegardless, after thoroughly reviewing our records, CMS continues to be unable to locate a single piece of evidence to support your claim
In your complaint, you also allege that CMS required you to send a key to the property to CMSPlease be advised that under no circumstances does CMS request or require homeowners to surrender keys to CMSIf you are suggesting that somehow surrendering the keys to CMS would somehow transfer title to the property to CMS, CMS has no such policy or practice in place to support that suggestionHowever, should a homeowner wish to surrender keys to a property to CMS, CMS would provide the homeowner the appropriate avenue to do so
To that end, our records show that on March 23, 2015, you contacted CMS and left a voicemail notifying CMS that you had no intention of retaining the propertyIn this voicemail, you requested CMS to contact you to provide you with the location where you could drop off the keys to the propertyYou provided a telephone number of *** *** and requested that CMS return your callWhile CMS eventually contacted you and provided you with the address to mail the keys to CMS, CMS rejects any suggestion that CMS required you or requested you to return the property keys to CMS
Finally, CMS would like to take this opportunity to remind you that CMS would not be in a position to approve or otherwise prevent you in any way from completing an equitable sale of the propertyPlease be advised that CMS’s only involvement in an equitable sale of the property would be to provide you with a payoff statement upon receiving a written payoff request directly from you or from an authorized third partyAgain, CMS is unable to locate any instance where you or an ATP requested a payoff statement from CMS
Based on the foregoing, we believe the record is clear that CMS has promptly updated your loan to reflect that CMS could disclose loan information to each of the above referenced ATPs upon being in receipt of the required written permission from youTherefore, CMS’s initial position regarding the claims you have raised remains unchangedPlease be advised that because your most recent correspondence appears to be substantially similar to correspondence previously addressed by CMS, no further response from CMS is requiredMoreover, because we have now addressed these same issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claimsShould you wish to further discuss any aspect of the loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-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
-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
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-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 ***
-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 *** *** *** *** ** ***
COLORADO:
For Colorado Residents:
*** ** *** *** *** *** ** ***
*** ***

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
Problem: This company is trying to collect $in late fees and in other feesHowever I have statements dated all the way back to 3/19/that DO NOT reflect these feesI want to know why they are trying to make me pay those fees if there is nowhere on my online account activity nor mailed paper statements making me aware of those bogus chargesOnly after trying to figure out why a collector by the name of James was trying to get me to pay that over the phone today do I find outI feel that they need to remove those fees since I was not made aware of them.Desired Outcome: I feel that they need to remove those fees since I was not made aware of them.The need to waives those fees and ensure that they notify the me (the client) of such chargesI find this to be fraudulently like due to the fact that they are not on the statements
Regards,
*** ***

Please see the attached Response Letter and all Supporting DocumentationTell us why here...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 September 30, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry.As we understand your complaint, you state that after requesting the refund of a duplicate payment that you authorized via CMS's Loan Servicing Website (“LSW) for your August 1, mortgage payment, you did not receive your refund within the stated fifteen day timeframeYou go on to state that as of the date of your complaint, you have yet to receive your refund, and that CMS called you that same day requesting that you pay your September 1, mortgage paymentYour desired resolution is for CMS to apply the refund that you were originally promised to your September 1, mortgage payment without assessing any late fees or negative reporting to the major credit reporting bureausYou also request that CMS sell your loan to a company that provides a more user friendly website that does not use *** *** as its payment processing vendor.On July 29, 2016, a payment in the amount of $1,was entered into the LSW with a scheduled payment date of August 12, 2016, and a confirmation number of ***On August 12, 2016, the payment that was scheduled for $1,was processed as requested and applied to the August 1, mortgage paymentAttached for your review is a copy of the payment in the amount of $1,that was entered into our LSW on July 29, 2016.On August 13, 2016, you scheduled a payment in the amount of $1,393.81, via the LSW, with a confirmation number of ***Please note that the payment that you authorized on August 13, was applied to your September 1, mortgage paymentAttached for your review is a copy of the payment in the amount of $1,that was entered into our LSW on August 13, 2016.On August 15, 2016, you called CMS stating that the payments you authorized on July 29, and August 13, in the amount of $1,each were deducted from your bank account that same dayNext, you went on to state that because the payment that you scheduled for August 12, was not deducted from your bank account on August 12, 2016, you chose to submit another payment on August 13, Resultantly, you stated that both payments were processed by your financial institution and were deducted from your bank account the following business day, August 15, As a result, you requested a refund of one of the payments and inquired as to when you could expect to receive your refundSubsequently, the CMS associate that you spoke with requested that you fax a written refund request, along with a copy of your bank statement showing that both payments were honored by your financial institution, and provided you with the fax number to our Customer Service Escalation Team of *** ***Lastly, the associate stated that you should expect your refund within fifteen business days.Please note that when authorizing a payment via our LSW, your payment is submitted to your financial institution for processing and may not be immediately deducted from your bank accountThat said, it is important to allow the appropriate processing time for your payment to be honored by your financial institution.The following day, August 16, 2016, CMS received your refund request which was then forwarded to our Servicing Support Department for processing.On September 14, 2016, our Servicing Support Department reviewed your refund request and submitted it for approvalOn September 27, 2016, your refund request was approved, and the following day, September 28, 2016, your refund in the amount of $1,was sent to you via FedExOur records show that you received your refund on September 30, 2016.In closing, as of today's date, your account is contractually current and next due for the November 1, mortgage payment in the amount of $1,398.38.Based on the foregoing, our investigation concludes that CMS has processed your payments in accordance with your instructions, waived the late fee and confirmed that there was no negative credit reporting to the credit bureaus in connection with this transactionWe sincerely apologize for any inconvenience caused by the aforementioned delay in processing your refundShould you wish to further discuss any aspect of your loan, we encourage you to contact our Customer Service Department at *** *** for further assistance.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 Department

Dear Ms***,It is my understanding that the attached Revdex.com response and supporting documentation may not have been provided to you. Please see that the response and supporting documentation was sent to Ms*** *** on 03/19/15. Please let me know if there is anything you need from
us to close the matter. Sincerely,*** ***| Customer Service AdvocateCarrington Mortgage Holdings, LLC*** *** *** *** *** *** *** * *** *** ** ***Office: *** *** | Right-Fax: *** *** March 19,2015 *** *** *** *** ** *** RE: Loan No.: ***Complaint ID: *** Dear Mr***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com ("Revdex.com") received in our officevia email on February 25, CMS is committed to responsible lending and servicing and wewould like to address any concerns you may haveThe following is our response to the issue(s)raised in the inquiry. As we understand your complaint, you claim that CMS improperly sent you a letter indicatingthat your February I, payment had been received after the fifteenth (15th) and had incurreda late fee in the amount of$In addition you state that you called CMS's automated servicewhich indicated that your payment had been received on February 13, You further statethat when you called CMS to discuss this matter you were told that your payment had beenreceived and applied on February 17,You express concerns with the information receivedand state that your payment was not paid late and therefore should not have been subject to thelate notice. Upon review, our records show that CMS received your February 1, payment in the amountof $1,on February 13, and posted this payment to your loan on February 17, 2015;however, the payment was effective dated February 13, 2015, and it was applied to the February1, payment in the amount of$1,Additionally, our records show that no late fee wasassessed to the loanA billing statement was sent to you dated February 17, which outlinesthese details and a copy is attached for ease of referenceOn that same day, a letter waserroneously sent to you by CMS that indicated a late fee had been assessed to your due to the latepaymentThis letter was generated in error and should not have been sent. On February 24, 2015, you contacted CMS and during this call you informed the CMSrepresentative that you had received a letter stating your payment had been received late and thata late fee had been assessed to your loanYou also indicated that you had called the CMSautomated system and it clearly stated that your payment had been received by CMS on February13, The CMS representative infonned that the payment had been posted to your loan thesame day the letter was sent to you and also informed you to disregard the letterIn addition,you were informed your loan was current and no late fee had been assessed. Based on the foregoing, we believe the record is clear that CMS received and applied yourFebruary 1, payment with the correct effective date of February 13, and that no latefee was assessed to the loan; however, we acknowledge that CMS missed opportunities toappropriately communicate this information to you during the February 24, telephone calls.We would like to take this opportunity not only to express our sincere apologies for theinconvenience that you may have experienced in this matter, but also to thank you for bringingthis matter to CMS's attentionCMS is always looking for ways to improve service levels andyour feedback is important us. We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at *** ***, Monday throughFriday, 8:00AM to 5:00PM, Pacific Time. Sincerely,*** ***Customer AdvocateCC: 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.omplaint Type:Billing or Collection IssuesselectProblem:Several months back I was charged with a $charge for home inspection even though I had never missed a payment or been lateI had to get your team (Revdex.com) involvedOnce again I am having the same issue where I was charged $for a home inspection even after I spoke with an Agent about a letter I received back in Oct where I was being asked if my property had any damages as a result of hurricane Matthews...my response was no damage were access on my propertyI contacted Carrington Mortgage and they are refusing to issue the credit for this chargeThis is not good practice that I have to take time from my day to keep on calling them to get this matter resolvedPlease assist me in getting this issue resolved.Translate Desired Resolution / OutcomeDesired Resolution:Billing AdjustmentselectDesired Outcome:I want Carrington Mortgage to issue a $adjustment to my account.
Regards,
*** ***

June 9,
*** *** ***
*** *** ***
*** ** ***
RE: Complaint I.DNo.: ***
MLD Loan No.: ***
Dear Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on May 21, 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 rebuttal, you claim that you were in contact with *** *** during the loan application process and also signed loan documents; therefore, you do not understand why CMS is unwilling to respond to the concerns outlined in your original complaint with Revdex.com
Upon review, our records show that the borrower, Mr***, only authorized contact between you and the loan officer, Ms***, for the purpose of providing documentation needed for the loan application process. However, that temporary arrangement does not authorize us to discuss the details of Mr***’s loan with you without Mr***’s written consent
Additionally, we acknowledge that you have signed the Mortgage/Deed and Riders on this loan as you are a vested owner of the property being used as security to the Note; however, our records do not reflect that you signed the Note or the loan obligation documents
In light of the above, CMS is unable to respond to the issues raised in your complaint without the primary borrower’s written consent to do soTo provide you with the necessary authorization, the primary borrower can write a letter which can be submitted directly to the undersigned. The letter must include the information referenced below
1. Third Party Representative Name
2. Third Party Representative Contact Number
3. Third Party Representative ID/Password
4. Authorization Expiration Date (if applicable)
5. Printed name, date, loan number and signature of the Primary Borrower
To expedite receipt of the letter of authorization, we encourage the primary borrower to fax it directly to the undersigned at *** ***. Once you are added as an authorized third party on the account, CMS will be more than happy to address any concerns or issues you may have
If you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com

Please see the attached Response Letter and all Supporting DocumentationTell us why here...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
September 27, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry.As we understand your complaint, you state that after financing the purchase of your home with CMS in March of 2016, you received several foreclosure notices due to non-payment of your mortgage, even though CMS's Interactive Voice Response (“IVR) system states that your mortgage payments have been receivedYou go on to state that CMS did not inform you that in August of your monthly mortgage payment increased from $1,to $1,because of an estimated escrow disbursement for your annual property taxes in the amount of $You further state that after speaking with your county assessor's office, you discovered that the previous owner of your home was required to pay the amount of $6,for two failed property inspections in After informing CMS that the amount of $6,should not be included in your property taxes, CMS refused to accept this information, as well as the documentation provided to you by your county assessor's officeAs a result, you state that CMS refuses to accept your monthly mortgage payment in the amount of $1,345.00, and is still requiring you to pay the amount of $1,Your desired resolution is for CMS to remove any derogatory information that is being reported to the major credit reporting bureaus because of CMS's error in analyzing your escrow account.As a preliminary matter, CMS financed the purchase of your property and funded your loan on March 25, Consequently, your first payment was scheduled to become due on May 1, in the amount of $1,345.33.On May 9, 2016, CMS received a payment in the amount of $1,Please note that the payment received consisted of a money order in the amount of $1,000.00, a second money order in the amount of $100.00, and a payment coupon documenting the total amount remitted in the amount of $1,Because this amount was less than your required monthly mortgage payment of $1,345.33, CMS placed the amount of $1,in your unapplied funds balanceAttached for your review is a copy of the payment received on May 9, in the amount of $1,100.00.Please note that, per the terms of the your Deed of Trust, CMS may accept any payment or partial payment insufficient to bring the loan current, but CMS is not obligated to apply such payments at the time such payments are acceptedIn the event that CMS accepts a payment or partial payment that is insufficient to bring the loan current, those funds may be posted to an unapplied funds balance until enough funds are received to bring the loan current.On May 12, 2016, CMS attempted to reach you at ***Please note that we were unable to leave a message for you at that contact number.Next, on May 18, 2016, CMS sent you a No Contact Letter advising you that your May 1, mortgage payment in the amount of $1,had not been receivedThe letter also stated that late payments, missed payments, or other defaults on your account may be reflected in your credit reportAttached for your review is a copy of the May 18, No Contact Letter.On May 23, and on May 24, CMS once again attempted to reach you at the same number listed above, to no avail.On May 31, 2016, CMS received a call from your son, ***, to confirm that CMS had received his paymentThe CMS associate that spoke with your son confirmed that he was not an authorized representative on the loan and would need to be added as an authorized representative on your loan before CMS could disclose any account information to him.Later that day, you called CMS regarding the May 18, No Contact Letter that you receivedThe CMS associate that you spoke with informed you that a payment in the amount of $1,was received on May 9, In response, you stated that you would confirm the amount of the money order that was used to pay your mortgage paymentPlease note that CMS never received a return call from you regarding the payment that was received May 9, Lastly, if you can provide proof that the amount of $1,was paid on May 9, 2016, or within the month of May of 2016, we will revise our records and make any necessary corrections to your payment history in order to update your account information.On June 2, 2016, CMS sent you a Non-Home Affordable Modification Program (“Non-HAMP") Solicitation Letter that provided several loss mitigation options that may be available to youThe Non-HAMP Solicitation Letter included a Request for Mortgage Assistance (“RMA') form along with a comprehensive list of required financial information for you to submit to CMS with a submission deadline of July 2, 2016.Please be advised that the Real Estate Settlement Procedures Act (“RESPA) requires that an escrow analysis be completed annually on your loanIn order to ensure that CMS complies with this requirement, CMS conducts an annual compliance review to identify any loans that have not had an escrow analysis completed within the prior twelve monthsIn connection with the annual compliance review, your loan was identified as being part of the loan population that required the completion of an escrow analysis.Please note that for the State of California, CMS performs an escrow analysis in April of each yearBecause your loan funded shortly before the scheduled escrow analysis for the State of California, CMS was unable to include your loan as part of the regular annual state escrow analysisThat said, as indicated above, RESPA requires an escrow analysis be performed at least annuallyThat is the reason why CMS analyzed your escrow account shortly after funding your loan.Furthermore, it is important to understand that the analysis of your escrow account does not impact the interest rate of 4.25% or the monthly principal and interest payment in the amount of $At the time your loan funded, your loan had a principal and interest payment in the amount of $and an escrow payment in the amount of $for a total monthly payment in the amount of $1,345.33.In observance of the RESPA escrow analysis requirement previously mentioned, CMS performed an escrow analysis on or about June 3, Pursuant to this escrow analysis, your projected escrow disbursement for your escrow cycle beginning August 1, and ending July 31, was calculated to be $9,More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $895.00; your yearly mortgage insurance premium would be $1,531.08; and that your yearly property tax would be $7,Correspondingly, your total disbursements for your escrow cycle beginning August 1, and ending July 31, were calculated to be $9,710.48, which if spread over a twelve month period is equal to approximately $every month.Additionally, 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 your 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 the borrower's responsibility, lenders are permitted to collect an escrow 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 months of escrow payments) of the total annual projected escrow disbursements made during anescrow cycle over twelve months, unless state law allows for a lesser amountAdditionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amountIf you wish 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 www.hud.gov.Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August 1, and ending July 31, Please note that CMS will only collect a 1/6th escrow cushion of your total projected escrow disbursement for your yearly homeowners insurance premium and your yearly property taxesPlease note that CMS does not include the disbursement of your mortgage insurance premium in the collection of the 1/6th escrow cushionCorrespondingly, the total escrow cushion that CMS may collect is $1,363.22, which represents two months of escrow payments.Based on the calculations from the June 3, escrow analysis, your low point escrow balance was negative $As a result, in order to reach the required escrow balance of $1,363.22, the 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $2,Please note that your escrow shortage was spread over a twelve month period starting with your August 1, mortgage paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $569.01, from $1,to $1,Attached for your review is a copy of the escrow analysis for June 3, 2016.On June 7, 2016, CMS sent you a Notice of Intent to Foreclose (“NOI")The NOI stated that your loan was in default and due for your May 1, and June 1, mortgage paymentsThe NOI went on to state that, as of the date of the letter, the amount required to bring your loan current was $2,690.66, less the monies held in your unapplied funds balance in the amount of $1,The letter ended by stating that failure to bring your loan current within thirty days from the date of the NOI may result in the acceleration of the sums secured by the Deed of Trust and the sale of the property.On June 9, 2016, CMS placed a call to the home telephone number of *** *** as shown in our recordsYour son answered the phone callAgain, your son was informed that written authorization was needed in order for us to speak to him regarding the status of your loanAlthough the CMS associate was unable to disclose information regarding the status of your loan, your son advised the associate that you had recently mailed a payment to CMS and that another payment would be sent out the following weekDuring this call, our records confirm that the CMS associate inquired if you were available so that you could provide authorization to speak to your sonIn response, your son stated that he would relay the message and have you call CMS at a later timePlease note that CMS did not receive a return call from you.Please note that as of the date of this correspondence your son is not an authorized representative on your accountIn order for CMS to disclose any account information to him, we need for you to provide CMS with written authorizationTo provide our office with authorization to speak to your son, you can write a letter of authorization and fax it to the undersigned personally at *** ***The letter must include the following information:Authorized Representative Name Authorized Representative Contact Number Authorized Representative Identifier/Password (required) Authorization Expiration Date (if applicable) Your printed name, date and signatureOnce received, I will personally forward your authorization letter to our Customer Service Research Department So that your loan can be updated accordingly.On June 10, 2016, CMS received a payment in the amount of $1,That same day, CMS applied the funds in the amount of $1,to your unapplied funds balance which brought the unapplied funds balance to $2,Those funds were then applied as follows: $1,was applied to your May 1, mortgage payment and the remainder, $1,104.67, was left in your unapplied funds balance until enough funds were received to satisfy a monthly payment.On June 18, 2016, CMS sent you a No Contact Letter advising you that your June 1, mortgage payment in the amount of $1,had not been receivedThe letter also stated that late payments, missed payments, or other defaults on your account may be reflected in your credit report.On July 7, 2016, CMS sent you a NOIThe NOI stated that your loan was in default and due for your June 1, and July 1, mortgage paymentsThe NOI went on to state that, as of the date of the letter, the amount required to bring your loan current was $2,690.66, less the monies held in your unapplied funds balance in the amount of $1,The letter ended by stating that failure to bring your loan current within thirty days from the date of the NOI may result in the acceleration of the sums secured by the Deed of Trust and the sale of the property.On July 9, 2016, CMS received a payment in the amount of $1,That same day, CMS applied the funds in the amount of $1,to your unapplied funds balance which brought the unapplied funds balance to $2,Those funds were then applied as follows: $1,was applied to your June 1, mortgage payment and the remainder, $1,109.34, was left in your unapplied funds balance until enough funds were received to satisfy a monthly payment.On July 10, 2016, CMS sent you another NOIThe NOI stated that your loan was in default and due for your June 1, and July 1, mortgage paymentsThe NOI went on to state that, as of the date of the letter, the amount required to bring your loan current was $2,690.66, less the monies held in your unapplied funds balance in the amount of $2,The letter ended by stating that failure to bring your loan current within thirty days from the date of the NOI may result in the acceleration of the sums secured by the Deed of Trust and the sale of the propertyWe note here that, at the time that the July 10, NOI was sent to your attention, your June 1, payment had not been applied to your account, rather, and the NOI was processed prior to the application of the June 1, payment, which was completed on July 11, Accordingly, due to the timing of your June 1, payment and the processing of the NOI, CMS was unable to stop the NOI from being sentWe sincerely apologize for this miscommunication and for any inconvenience this may have caused.On July 19, 2016, CMS sent you a No Contact Letter advising you that your July 1, mortgage payment in the amount of $1,had not been receivedThe letter also stated that late payments, missed payments, or other defaults on your account may be reflected in your credit report.On August 6, 2016, CMS sent you another NOIThe NOI stated that your loan was in default and due for your July 1, and August 1, mortgage paymentsThe NOI went on to state that, as of the date of the letter, the amount required to bring your loan current was $3,259.67, less the monies held in your unapplied funds balance in the amount of $1,The letter ended by stating that failure to bring your loan current within thirty days from the date of the NOI may result in the acceleration of the sums secured by the Deed of Trust and the sale of theproperty.On August 9, 2016, CMS received a payment in the amount of $1,That same day, CMS applied the funds in the amount of $1,to your unapplied funds balance which brought the unapplied funds balance to $2,Those funds were then applied as follows: $1,was applied to your July 1, mortgage payment and the remainder, $1,114.01, was left in your unapplied funds balance until enough funds were received to satisfy a monthly payment.Please note that because your May 1, 2016, June 1, 2016, and July 1, mortgage payments were received outside of the month that they became due, your mortgage payments were legitimately thirty days late and therefore reported to the major credit reporting bureaus as suchFurthermore, CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information.On August 16, 2016, you called CMS inquiring about the NOI that you receivedNext you authorized the CMS associate to speak with your son *** who stated that he had been sending CMS your monthly mortgage payments during the month that they were dueThen, your call was transferred to an associate with our Escalation Department who advised Davionine that the first payment received by CMS for your loan was on May 9, in the amount of $1,100.00, whereas the actual amount due for your May 1, mortgage payment was SlThe escalation associate went on to inform *** that the payment received on May 9, in the amount of $1,was applied to your unapplied funds balance until the subsequent payments that were received on June 10, 2016, July 9, and August 9, were posted to your loan and credited to the prior monthsNext, the escalation associate stated that as of August 1, 2016, your monthly mortgage payment had increased because of your June 3, escrow analysis and was now due in the amount of $1,914.34.During that same phone call, your son inquired about the increase in your mortgage paymentThe escalation associate advised your son that your anticipated property taxes for were in the amount of $7,Next, the escalation associate transferred the call to our Tax Department to further explain your anticipated property tax information.Shortly after that phone call, our Tax Department performed an investigation in an attempt to confirm the anticipated amount of your property tax disbursementOn August 18, 2016, our Property Tax Department confirmed that, per the website for the *** *** County Assessor's Office, the property tax bill for was paid in the amount of $7,Therefore, the Tax Department concluded that the anticipated tax disbursement was accurate and correct, and no change to the June 3, escrow analysis was required.On August 18, 2016, CMS sent you a No Contact Letter advising you that your August 1, mortgage payment in the amount of $1,had not been receivedThe letter also stated that late payments, missed payments, or other defaults on your account may be reflected in your credit report.On September 6, 2016, CMS sent you a NOIThe NOI stated that your loan was in default and due for your August 1, and September 1, mortgage paymentsThe NOI went on to State that, as of the date of the letter, the amount required to bring your loan current was $3,828.68, less the monies held in your unapplied funds balance in the amount of $1,The letter ended by stating that failure to bring your loan current within thirty days from the date of the NOI may result in the acceleration of the sums secured by the Deed of Trust and the sale of the property.On September 11, 2016, CMS sent you a FHA Thirty-Second Day Delinquent NoticeThe notice informed you that your August 1, mortgage payment in the amount of $1,and your September 1, mortgage payment in the amount of $1,were due and payableThe notice also stated that if your mortgage payments were not received by October 11, 2016, CMS may proceed with foreclosure actionAdditionally, the notice included a brochure that provided several loss mitigation options that may be available to you.On September 12, the Tax Department received a follow up call from you and your son regarding your August 16, phone callDuring that call you were informed of the results of our August 18, investigation and that the aforementioned property tax amount of $7,was correctly anticipated for the coming tax disbursementNext, you stated that you personally spoke with a representative of the *** *** County Assessor's Office and confirmed that the amount of your property tax was not what CMS had anticipated for 2016.Also, you requested that the Tax Department contact the *** *** County Assessor's OfficeLastly, the CMS associate that you spoke with requested that you provide a copy of your most recent county tax bill showing that the amount of your property tax was different than the amount that CMS anticipated to disburse on your behalfFinally, the CMS associate informed you that if the amount showing on your property tax bill differs from the amount anticipated by CMS, your escrow payment would be adjusted accordingly.On September 15, 2016, you called CMS and again authorized us to speak with your son ***During this call, Davionine spoke with an associate in our Escalation Department and informed her that he confirmed with the *** *** County Assessor's Office that your property tax bill for was in the amount of $2,Next, the escalation associate requested to have the *** *** County Assessor's Office fax a copy of your property tax bill to our Tax Department so that your escrow balance could be adjustedLastly, *** stated that your property tax bill was not scheduled to be sent out until October of 2016, but that he would make an attempt to have the *** *** County Assessor's Office fax a copy of your property tax bill to CMS soonerFinally, the escalation associate advised *** that the amount of $1,was available in your unapplied funds balance and that the remainder, $800.33, was needed to complete your August 1, mortgage paymentRegrettably, the call ended without a payment arrangementNotwithstanding the escalation associate's explanation that we would need a copy of the county property tax bill to validate and adjust your monthly escrow payment, our records do not indicate receipt of the property tax bill from the *** *** County Assessor's Office.The next day, on September 16, 2016, the CMS Tax Department attempted to contact the *** *** County Assessor's OfficeRegrettably, there were no available representatives at the assessors office.Please note that when an account becomes past due, CMS routinely orders property inspections to protect its interest in the property and ensure that the property has not been abandoned and has not fallen into disrepairAs of the date of this letter, our records show that CMS completed one property inspection due to your loan falling thirty or more days past dueThe total amount of property inspection fee charged to your loan was $Please note that the costs for these inspections are recoverable from you per the terms and conditions of your Deed of TrustThis inspection was performed on September 16, Additionally, these inspections may continue to be performed until such time that your loan is brought currentAlthough this type of fee is assessed to the loan after the property inspection is completed, your monthly mortgage statements do provide a Transaction Activity section that clearly states when fees are assessed to your loan as well as the type offee being assessed.The following business day, on September 19, 2016, the Tax Department spoke with a representative with the *** *** County Assessor's Office who confirmed that the amounts on your property tax statement were accurate and correctThe representative further stated that your property tax statement for the first half was not available at that time, and should not to be mistaken for an installment not being dueAdditionally, the representative informed CMS of delinquent supplemental taxes for in the amount of $664.68, including penalties and interestThis amount was disbursed from your escrow account on September 20, It is important to note that CMS advanced a payment for the delinquent supplemental taxes in order to avoid a tax lien from being placed on the propertyPlease note that in the state of California, a supplemental tax may be assessed and billed to the new homeowner as the result of a transfer of titleDespite our best efforts to promptly advance a payment for the delinquent supplemental taxes, due to an inadvertent oversight, the Tax Department incorrectly included the prior owner's delinquent supplemental taxes in the payment we advanced on your behalfSpecifically, of the $that we advanced from your escrow account, $was the prior owner's responsibility and the remainder, $181.36, was the amount due for your supplemental taxesCMS sincerely apologizes for this inadvertent clerical error and for any inconvenience you may have experienced as a resultThat said, CMS is in the process of reimbursing your escrow account for the amount of $Please allow for up to fourteen (14) days for CMS to reimburse your escrow account.That same day, CMS received a payment in the amount of $which was applied to your unapplied funds balance and brought the unapplied funds balance to $1,Regrettably, the amount of $1,did not satisfy your monthly mortgage payment in the amount of $1,and therefore was left in your unapplied funds balance until a payment was received that would complete a full monthly mortgage payment.On September 20, 2016, CMS sent you a NOIThe NOI stated that your loan was in default and due for your August 1, and September 1, mortgage paymentsThe NOI went on to state that, as of the date of the letter, the amount required to bring your loan current was $3,866.16, less the monies held in your unapplied funds balance in the amount of $1,The letter ended by stating that failure to bring your loan current within thirty days from the date of the NOI may result in the acceleration of the sums secured by the Deed of Trust and the sale of the property.That same day, CMS received a fax from the *** *** County Assessor's Office confirming that the anticipated escrow disbursement that CMS stated in your June 3, escrow analysis matched the tax amounts provided by the *** *** County Assessor's Office.On September 23, 2016, CMS received a call from you that resulted in a request to have the escrow shortage spread over thirty-six months.On September 30, 2016, CMS performed an escrow analysis in response to the request that you submitted during the call you made to CMS on September 23, During the September 30, escrow analysis, your projected escrow disbursement for your escrow cycle beginning September 1, and ending August 31, was calculated to be $9,More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $895.00; your yearly mortgage insurance premium would be $1,555.08; and that your yearly property tax would be $7,Correspondingly, your total disbursements for your escrow cycle beginning September 1, and ending August 31, were calculated to be $9,734.48, which if spread over a twelve month period is equal to approximately $every month.Like your prior escrow analysis performed on June 3, 2016, CMS continued to collect the 1/6th escrow cushion as permitted by RESPAConsequently, based on the calculations from the September 30, escrow analysis, your low point escrow balance was negative $1,As a result, in order to reach the required escrow balance of $1,363.22, the allowed 1/6" escrow cushion, CMS needs to collect an escrow shortage in the total amount of $2,Please note that your escrow shortage was spread over a thirty-six month period starting with your September 1, mortgage paymentResultantly, that is the reason why your overall monthly mortgage payment decreased by $92.54, from $1,to $1,Attached for your review is a copy of the escrow analysis for September 30, 2016.On October 4, 2016, I personally contacted our Escrow Department and inquired about your anticipated property taxes in the amount of $7,The Escrow Department stated that they would temporarily cancel the June 3, and September 30, escrow analyses so that your current mortgage payment would revert back to your original mortgage payment in the amount of $1,Please note that this adjustment was only temporary until the Escrow Department could further research the property tax bill amounts with the *** *** County Assessor's Office.Upon further review, on October 7, 2016, our Escrow Department was advised that the property tax amount of $7,included a code violation that was previously paid by the prior owner of the property in the amount of $6,Additionally, the Escrow Department was informed that your property tax statement would become due in the amount of $1,577.20.Upon receipt of the *** *** County Assessor's property tax bill, on October 17, 2016, CMS performed a new escrow analysisDuring the October 17, escrow analysis, the projected escrow disbursements for your escrow cycle beginning September 1, and ending August 31, were calculated to be $4,More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $895.00, your yearly mortgage insurance premium would be $1,555.08, and that your yearly property taxes would be $1,Correspondingly, your total disbursements for your escrow cycle beginning September 1, 2016, and ending August 31, were calculated to be $4,027.28, which if spread over a twelve month period is equal to approximately $every month.Like the two prior escrow analyses performed on June 3, and September 30, 2016, CMS continued to collect the 1/6" escrow cushion as permitted by RESPAConsequently, based onthe calculations from the October 17, escrow analysis, your low point escrow balance was negative $As a result, in order to reach the required escrow balance of $412.02, the allowed 1/6" escrow cushion, CMS needs to collect an escrow shortage in the total amount of $Please note that your escrow shortage was again spread over a thirty-six month period starting with your September 1, mortgage paymentResultantly, that is the reason why your overall monthly mortgage payment decreased by $535.46, from $1,to $1,Attached for your review is a copy of the escrow analysis for October 17, 2016.Please note that because your unapplied funds balance of $1,is sufficient to satisfy your August 1, mortgage payment in the amount of $1,345.33, CMS applied $1,from your unapplied funds balance of $1,and completed your August 1, mortgage payment on October 18, The remainder, $3.68, was left in your unapplied funds balance.In closing, as of the date of this letter, your loan is contractually delinquent and due for the September 1, and October 1, mortgage payments in the amount of $1,each, late fees in the amount of $74.96, and a property inspection fee in the amount of $20.00, for a total amount due of $2,Please note that because the original escrow analysis, that was performed June 3, 2016, was initially calculated in error, CMS is waiving the late fees in the amount of $74.96, and property inspection fee in the amount of $20.00.With regard to your assertion that CMS is refusing to accept your mortgage payments, please note that CMS has properly posted your mortgage payments on the date that they were receivedPlease note that because of the initial error in analyzing your escrow account caused an incorrect amount to be billed for your August 1, mortgage payment, and all subsequent mortgage payments, CMS will agree to report those months paid as agreed as long as you bring your account current before the expiration of your November grace period, November 16, Lastly, please note that when using CMS's IVR, it will provide you with information regarding the last payment received on your loan, as well as the current amount due.Based on the aforesaid investigation and review of your account, we find that CMS sent you several notices during the servicing of you loan to inform you of your loan delinquency status, as well as the change to your escrow payment and Subsequent increase in your mortgage paymentMoreover, CMS also made several phone calls to contact you regarding the delinquency of your loanAdditionally, please note that CMS performs an annual escrow analysis for your loan in April of each yearIt is important to understand that when CMS performs your annual escrow analysis, your prior year's tax and insurance information is used because your following year's tax and insurance information may not be available at the time the escrow analysis is performed.Furthermore, it is also important to understand that because of the aforementioned RESPA escrow requirement, CMS is allowed to use an anticipated amount for your tax and insurance payments in order to complete your annual escrow analysis and remain compliant with RESPAOnce our Escrow Department received your property tax statement, your escrow account was reanalyzed and your mortgage payment was ultimately reducedAs indicated above, we sincerely apologize for the inadvertent clerical error in disbursing an incorrect amount for the supplemental property taxes that were billed to CMS by the *** *** County Assessor's Office, although we note that the errors were at least in part attributable to incorrect information on the Assessor's website and the Assessor incorrectly including amounts already collected in the amount past dueWhile we would have preferred to have avoided the error in the first place, rest assured that CMS will take any necessary corrective action to credit your escrow account in the amount of $and reanalyze your escrow account once the aforesaid amount is credited.Nevertheless, 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 complaintShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS's Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time for further assistance.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, 8:AM to 5:PM, Pacific Time.Sincerely,*** *** Customer Advocate

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is in
receipt of a complaint regarding the above-referenced loan received in our office via email on
October 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 Advocacy Department originally received an inquiry from the
Revdex.com on October 6, which raises the same issues as this complaint
Accordingly, the loan was researched and a response was sent to you by CMS on October 8,
2014, a copy of which is included here for your ease of reference
As we understand your most recent correspondence, you request that CMS provide you with an
explanation of how CMS determined that your escrow account contained an escrow shortage of
$Although the response issued to you by CMS on October 8, 2014, informed you that a
CMS supervisor attempted to contact you on October 6, 2014, you also restate your belief that
CMS did not attempt to contact you because you had no voicemail or missed call on your home
or cellular phone
At the outset, we would like to remind you that in your original complaint CMS received on
October 6, 2014, you acknowledged receipt of the attached Escrow Analysis on September 27,
Although the Escrow Analysis provided you with detailed information on how CMS
determined that your escrow account contained an escrow shortage of $773.28, CMS will
provide you herein with additional information that you have requested as an expression of our
commitment to the highest standards of customer satisfaction
The escrow analysis dated September 16, covers the period from November, through
October, and found that the projected yearly amount of escrow payments during this period
would be $3,(Hazard Insurance of $1,and County Tax of $2,846.58)This
amount was divided over twelve months which resulted in the new monthly escrow collection of
$($3,divided by twelve equals $324.96)
Please note that your actual escrow balance as of the date of this letter is $2,and after the
pending tax disbursement of $2,which is scheduled to be paid in November 2014, your
remaining escrow balance will be $-(negative)Once CMS receives your November 1,
escrow payment of $324.96, your new escrow balance will be $-(negative)After
CMS receives your December 1, escrow payment of $your escrow balance will then
be $
Due to the fact that your annual hazard insurance premium in the amount of $1,is
scheduled to be paid in January the remaining new escrow balance after receiving your
January payment will be $-(negative) which is the actual low point balance
Because the actual low point balance should be $or equal to one/twelfth of your yearly
escrow disbursements ("Escrow Cushion"), which is $more than the actual escrow
balance of$-(negative), the $is your escrow shortage
This escrow shortage of $was also spread over twelve months and resulted in a monthly
escrow shortage collection of $thereby making your contractual payment in the amount of
$1,(Principal and Interest of $1,337.97, monthly escrow collection of $and
monthly escrow shortage collection of $equals $,727.37), effective with the November 1,
payment
In response to your belief that CMS did not attempt to contact you, we must reiterate that upon
receipt of the necessary information from the escrow department on October 6, 2014, a CMS
supervisor attempted to contact you with the outcome of your research requestWhile CMS is
unable to comment as to whether or not your home or cell phone notified you of this call attempt,
we stand firm that CMS did in fact attempt to contact you that dayMoreover, in addition to
documenting the call attempt that was made on October 6, 2014, the CMS supervisor clearly
documented your loan with the outcome of the research so that when you returned the call, any
CMS representative would be able to appropriately relay the determination to you
We trust that this communication addresses all of the concerns noted in the complaintIf you
have any further questions, please contact the undersigned at (866) 874-5017, Monday through
Friday, 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ***
Customer Advocate

We bought our home with a *** ** *** loan in Our escrow included enough to pay for our homeowners insurance*** paid for and and then our mortgage was sold to Carrington in April of Our escrow should have continued accruing enough to cover our homeowners insuranceToday I realized, looking online, that it said we didn't have an escrow accountMy insurance company has their info and sent them a bill but they somehow didn't continue to collect enough for homeowners insuranceNow I have to pay an dollar bill that I was not prepared for because of their miraculous ineptitudeWhy would they not continue my escrow? What have I been paying all this time?

My mortgage transferred from *** ** *** (***) to Carrington Services (CS) loan I made a online (*** ***) payment for Dec and they wired to CS, no problemJan I made a payment for 1,to *** and they wired to CS *** ** ** *** ***CS says they didn't receive itI realized I should directly pay CS so I made a 2nd payment 1/thru PNC online 1/directly to CSCS has received this payment of Thinking making payments, they could use the one from *** for FebruaryI have spoken to both companies and believe CS needs to take appropriate action to identify my original January payment from ***

March 7,
*** ** ***
*** ***
*** *** *** ***
*** ** ***
RE: Loan No.: ***
Borrower: *** ***
Property Address: *** *** *** *** *** **
Complaint I.DNo.: ***
Dear Mr***:
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 borrower received in our office via email on February 22, CMS is committed to responsible lending and servicing and we would like to address any concerns the borrower may haveThe following is our response to the issue(s) raised in the inquiry
As a preliminary matter, CMS is aware that the above referenced borrower has filed for protection under a Chapter Bankruptcy, case number *** on December 9, Our records show that the borrower’s bankruptcy case remains open and active at this timeBecause our records also indicate that you are representing the borrower in respect to his bankruptcy case, CMS is responding to you to address the borrower’s concernsThat being said, this letter is not an attempt to collect a debt but merely provides informational notice regarding the status of the loan
As we understand the complaint, the borrower claims that he has experienced difficulty when attempting to make mortgage payments to CMS via telephone as his calls are transferred to CMS’s Bankruptcy DepartmentThe borrower expresses dissatisfaction with the extended hold times he has experienced when his calls have been transferred and that CMS has disconnected his telephone callsThe borrower states that he has left messages requesting CMS to contact him, but claims he has received no return calls from CMSThe borrower’s complaint continues on to raise concern that the mortgage statements sent to him show the contractual payment due date and the contractual past due amountThe borrower is requesting a CMS bankruptcy specialist to contact him and provide him with the available payment methods, and a direct telephone number to CMS’s Bankruptcy Department in the future
At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from *** ** *** *** (“***”) to CMS on December 1, On December 5, 2015, CMS issued the attached Notice of Service Transfer (“Hello Letter”) notifying the borrower of the service transfer to CMSOur records show that the loan was referred to foreclosure prior to the service transfer to CMS; however, the foreclosure proceedings were halted as a result of the automatic stay of foreclosure mandated by the bankruptcy filingThe loan was contractually in default and showing due for the January 1, contractual mortgage payment at the time of the service transfer to CMS
As you know, there is a distinct difference between the contractual loan payment due date, the pre-petition payment due date, and the post-petition payment due date, the latter two of which are determined by the borrower’s approved bankruptcy planTypically, a Proof of Claim (“POC”) is filed with the court when a Chapter Bankruptcy is filed and such POC may include mortgage payments that were due at the time the POC was filedIn this case, the borrower’s POC included nine contractual mortgage payments which were to be repaid within the three year bankruptcy payment plan (pre-petition payments)
These monthly pre-petition payments are paid by the borrower to the bankruptcy trustee and are forwarded to CMS by the borrower’s bankruptcy trusteeThe pre-petition payments are held in an unapplied status until the time that the pre-petition payments are sufficient to satisfy a contractual paymentCMS will not be in possession of all the payments included in the POC until the borrower has made all thirty six payments required under the bankruptcy repayment plan and such payments are forwarded to CMS by the borrower’s bankruptcy trustee
That being said, the loan was transferred to CMS showing due for the October post-petition payment in the amount of $Our records show that CMS received and applied the borrower’s October post-petition payment on January 8, On February 5, 2016, CMS received funds in the amount of $which were held in an unapplied status until CMS was in receipt of additional funds required to satisfy the next contractual payment dueOn February 22, 2016, CMS received and applied the borrower’s November 1, post-petition paymentCurrently, the borrower is due for the December post-petition paymentAttached for your ease of reference is a copy of the borrower’s post-petition loan payment history
As you know, CMS is prohibited by law from attempting to collect a debt that is subject to a pending bankruptcyPlease note that CMS suppresses the mailing of monthly mortgage statements to borrowers in an active bankruptcy in case such statements might be considered an attempt to collect a debtCMS policy permits the sending of monthly statements to a borrower in an active bankruptcy when the borrower specifically requests to receive mortgage statements from CMSOur records show that on January 13, 2016, the borrower specifically requested that CMS begin sending mortgage statements to him
CMS is able to confirm mortgage statements provide the contractual payment due date as well as the contractual past due amountAs outlined within each of the mortgage statements that are sent to borrowers who are subject to a pending bankruptcy proceeding, the mortgage statements are not an attempt to collect a debt but merely provide informational notice regarding the status of the loanThe mortgage statements do not in any way suggest that borrowers are delinquent or past due on their court approved bankruptcy plan paymentsAttached for your ease of reference are copies of the two most recent mortgage statements that CMS has issued to the borrower
Our records also show that CMS’s customer service and bankruptcy specialists have spoken to the borrower on multiple occasionsAdditionally, many of CMS’s recent attempts to speak with the borrower have gone unansweredCMS has confirmed that as of the date of this letter, a CMS bankruptcy specialist has contacted the borrower, addressed his immediate concerns, and will continue to work directly with the borrower to address any future requests he may have
Please be advised that CMS has been contacted by an Unauthorized Third Party (“UTP”) who has identified herself as being the borrower’s girlfriend on multiple occasionsCMS has been unable to disclose loan information to the UTP as CMS has not been in receipt of written permission from the borrower allowing CMS to do soOur records show that CMS has informed the borrower of the necessary actions required to provide CMS with the required authorization and CMS is not in receipt of such authorization at this time
Please be advised that CMS requires that all requests to release loan and payment information to a third party must contain the loan number, a third party identifier/password, and the borrower’s signature and that signature must match the signature affixed to one or more of the original loan documentsThis action is taken by CMS in an effort to protect the non-public private information of its customersSuch written request should be sent to CMS’s Customer Service Research Department via fax at *** *** or via mail to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, *** *** *** *** ** ***
In response to the borrower’s concern that he has experienced extended hold times when attempting to make phone payments with CMS, we are able to confirm that during the recent holidays, there may have been occasional sporadic periods where customers may have experienced hold times that were longer than during non-holiday periodsWe apologize for any inconvenience the borrower may have experienced while attempting to contact CMS’s toll free customer service telephone number at *** ***
Please note that CMS has thoroughly reviewed the loan and is unable to locate any evidence that CMS representatives have intentionally disconnected any of the borrower’s phone callsAlthough our records indicate that the borrower may have unintentionally disconnected a call on January 5, 2016, CMS cannot be absolutely certain which party may have inadvertently disconnected that phone callRegardless, it has never been CMS’s intention to disconnect any call from the borrower and CMS also apologizes if the borrower felt that CMS has improperly disconnected his call
Please be advised that neither CMS’s Loan Servicing Website (“LSW”) nor CMS’s Interactive Voice Response (“IVR”) telephone payment system allows borrowers who are in an active bankruptcy status to make automated payments to CMSPlease be advised that borrowers who are in an active bankruptcy can in fact mail mortgage payments to CMS, make phone payments processed by a CMS representative by calling *** ***, or establish monthly BillPay payments via the borrower’s financial institutionPayments that are mailed to CMS should be sent to the following addressCarrington Mortgage Services, LLC, Attention: Cashiering Dept2-270, *** *** *** *** *** *** & 200-A, *** ** ***
Finally, CMS is unable to provide the borrower with a direct telephone number to its Bankruptcy Department as telephone calls are directed to CMS’s Customer Service Department at *** ***Customers’ calls are directed to CMS’s Customer Service Department as most customer requests can be handled by customer service representativesIn the event that the customer service representatives are unable to assist a borrower with a specific bankruptcy inquiry, the calls are transferred to CMS’s Bankruptcy Department for further assistance
Finally, if the borrower wishes to contact CMS regarding the administration of his loan he may do so by calling our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeThe borrower can also send written correspondence to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, *** *** *** *** ** *** or fax correspondence to *** ***
Based on the foregoing, we believe the record is clear that CMS has properly serviced the borrower’s loan and that CMS provides multiple methods for the borrower to remit mortgage payments to CMSIt is also clear that CMS has not intentionally disconnected any of the borrower’s phone callsShould the borrower wish to further discuss his available options, we encourage him 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, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

August 20,
*** ** ***
*** ** ***
*** ** *** *** *** ** ***
RE: Loan No.: ***
Primary Borrower: *** ** ***
Co-Borrower: *** ** ***
Property Address: *** ** *** *** *** ** ***
Complaint I.DNo.: ***
Dear Mrand Ms
***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 29, 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 Service Research Department received an inquiry from you on July 2, which raises the same issues as this complaintA copy of this complaint is attached here for your ease of referenceAccordingly, CMS’s Customer Service Research Department thoroughly researched your loan and a response was sent to you by CMS on July 29, 2015, a copy of which is included here for your ease of reference
As you may recall, the July 29, complaint response informed you that CMS’s records show that your April 1, mortgage payment that was initially received on April 9, 2015, was returned by your banking institution due to non-sufficient funds (“NSF”) on April 21, While CMS understands that you have provided CMS with a copy of what you believe to be online bank statements, you were previously notified by CMS that the information you provided to CMS does not provide CMS with sufficient information to fully research your inquiry as the information does not display a running account balance
Since you have indicated that your banking institution may not automatically provide monthly bank statements with a running balance to you, it may be necessary for you to contact your bank and request such information to display a running balance of your bank account, including every banking transaction for the period in questionWe encourage you to contact your banking institution to gather this information, and if after reviewing such information you still believe that the April 21, returned payment was in fact honored by your bank, to please send the requested information to CMS along with a statement of the error you believe occurred
In regards to your claim that you spoke with a CMS representative sometime during the month of June and were advised that your account was contractually current, CMS is unable to locate any information that this information was provided to youIn fact, all indications support that you were notified that your April 1, mortgage payment was returned as NSF and that each representative provided you with information to send your inquiry to CMS to further research your concernsRegretfully, CMS is not in receipt of the necessary information to further research your loan at this time
CMS would like to take this opportunity to remind you that the July 29, response letter provided you with a summary of your loan payments through July 2, and also provided you with a copy of your loan payment historyNevertheless, please note that a review of your loan payment history found that on May 5, 2015, CMS received funds in the amount of $1,which were applied to your April 1, mortgage payment
On June 1, 2015, CMS received funds in the amount of $1,These funds were applied to your May 1, mortgage payment in the amount of $1,and the remaining $was placed in an unapplied status until the time that CMS received additional funds to satisfy the June 1, mortgage payment in the amount of $1,
On July 2, 2015, CMS received a partial payment in the amount of $1,which was placed in an unapplied status along with the $until the time that CMS received additional funds sufficient to satisfy the June 1, mortgage payment in the amount of $1,This partial payment brought your total unapplied balance to $1,On August 4, 2015, CMS received funds in the amount of $1,bringing the total amount of funds in CMS’s possession to $3,That day, CMS applied $1,to the June 1, mortgage payment and the remaining $1,was placed in an unapplied status
As of the date of this letter, your loan is contractually in default and showing due for the July 1, payment in the amount of $1,527.30, less unapplied funds in the amount of $1,Attached for your ease of reference is a copy of your updated loan payment history as well as an updated copy of the loan servicing system payment codes and definitions
Please be advised that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan informationWe have determined that the information reported to the major credit bureaus properly reflects your payment history and loan informationWe are, therefore, unable to make the requested changes to the reported information
As you may be aware, all mortgage payments are due on the first day of each month, and are considered late as of the second day of the monthIf the payment is not received by CMS on or before the sixteenth day of the month, a late fee will be assessed to your loanAny payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentWe encourage you to remit your payment to CMS on the date that it becomes due to prevent late fees, or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment
In response to your concern that CMS has sent you threatening notices, CMS is able to confirm that most recently CMS issued you the attached Notice of Intent to Foreclose (“NOI”) on August 6, This NOI explained that your loan was in default for nonpayment of the July 1, contractual payment and provided $1,as the amount required to cure the delinquencyThis letter also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the propertyCMS apologizes if you felt its efforts to assist you in resolving this past due loan were threatening in any way, as CMS’s intent has been solely to comply with applicable law, to attempt to make arrangements to resolve the account delinquency, and to transmit accurate information regarding the consequences of any failure to do so
Finally, CMS would like to take this opportunity to notify you that if you are experiencing financial difficulty in paying the above referenced monthly contractual payments, we encourage you to apply for mortgage assistance with CMSYou may visit CMS’s publicly-available website online at https://carringtonms.com/hardship to learn more about the program options and to upload the required documents electronicallyYour complete mortgage assistance application package may be sent to CMS via email at *** or via fax at *** ***
Based on the foregoing, we believe the record is clear that CMS has properly applied all payments received from you and has correctly reported loan and payment information to the credit bureaus based upon your loan payment historyShould you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at *** *** for further assistance
We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** *** *** ***
CC: Revdex.com
IMPORTANT DISCLOSURES
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-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 ***

July 24,
*** ***
*** ***
*** *** *** ***
*** ** ***
RE: Loan No.: ***
Complaint ID: ***
Property Address: *** *** *** *** ** ***
Dear Ms*** and Mr***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com received in our office via email on June 9, 2015. 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 rebuttal
We regret that you were dissatisfied with our response to your complaint. CMS is committed to the highest standards of customer satisfaction and professionalism. For this reason, we take all legitimate complaints regarding the conduct of our business very seriously. Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately.
Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response and address any outstanding concerns in this matter. In response to the first item on your rebuttal, CMS acknowledges that your loan was in good standing at the time of the service transfer and as stated previously, your loan was contractually current. In response to the second item referenced in your rebuttal with regards to the escrow payment increase, please refer to the following escrow advance projections from the attached AEADS dated May 1, under Projected Payments From Escrow - July through June 2016:
Hazard Insurance $
FHA Insurance $1,
Country Tax $5,
Total: $6,
The total projected escrow advances indicated above divided by twelve (12) equals $per month and represents the required escrow payment beginning July 1, 2015. Please also refer to the next section of the AEADS, below the Projected Escrow Activity - July through June and note the projected low point balance of -$for November 2015. Looking at the next column for the same date under “Required”, please note that the low point balance should be $(1/cushion). As such, CMS is collecting the -$shortage and the $required low point balance, which added together equals $2,050.19. This escrow shortage is being collected over a twelve (12) month period starting with your July 1, payment in the amount of $170.84. The following is a summary of the total payment amount beginning July 1,
Principal and Interest Payment $1,
Escrow Payment $
Escrow Shortage $
Total: $1,
Your previous payment in the amount of $1,included a principal and interest payment in the amount of $1,and an escrow payment in the amount of $545.13. Based on the current projected escrow advances of $6,and the required 1/cushion for the escrow account, your prior escrow payment would be insufficient and would result in an escrow shortage. We encourage you to review the following website that can help clarify some of your questions on this topic, ***
Lastly, upon further review of our records, we could not find any evidence to support your claim that you were denied a request to speak to a supervisor. Additionally, there is no record of any communication with you since the June 8, telephone call with Ms***.
In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. You may contact CMS regarding the administration of his loan he may do so by calling our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time
In addition, you can also send written correspondence including inquiries and complaints about his mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** *** or fax his correspondence to *** ***
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time
Sincerely,
*** ***
Customer Service Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or by calling ***. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at ***
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-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 *** *** *** *** ** ***
Texas:
Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, *** *** *** *** *** *** *** ***. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT ***

If you are reading reviews of Carrington Mortgage Services, then you are either one of the people who got sucked into their vacuum of hell, or you are trying to figure out if you should get a mortgage with themEITHER WAY GET AS FAR AWAY FROM THIS COMPANY AS POSSIBLE!!!!
Negative stars
The Revdex.com must be taking bribes from this company because there is no way this is an A+ companyThe Revdex.com customer rating shows this company SUCKSThey took over my mortgage from Bank of America in June of I was at the completion of remolding my kitchen after an insurance claimCarrington has the remaining funds that need to be paid to the contractorLess than $4KIt is now mid-Feb and they have still not paid out even though the work has been done since July I have filled out a rain forest full of paperworkSubmit, re-submit, verify, re-verify, notarize, Oh we now need this, we now need thatAt one point they actually told me they could not read a PDF file I emailed themThey told me that they take emailed PDF's, print them, then scan them back into their system and when they did this they couldn't read it anymoreAre you kidding me? This is a bank holding millions in mortgage notes and they have to print a PDF in order to enter into their system!!!! I finally received notice last week that all paperwork was done and an inspector would come for final inspectionThis inspection would release the remaining fundshrbefore the inspector was to show at my house Carrington canceled the inspectionWhen I called them, they said they could not tell me hrswhy it was canceledThis is how long it takes to get the information into their systemWE ARE IN AND IT TAKES DAYS TO TELL ME WHY YOU CANCELED??? It didn't take days to cancel it, why does it take days to tell meThis company has given me (THEIR CUSTOMER) the run around for monthsLike another reviewer posted, I had good standing with BOA and this company takes over my loan and tells me they are debt collectorANYBODY you owe money to is a debt collector you isAnd know I have become a debt collector because these people have money from MY insurance company for repairs to MY house and they wont payHow can a company tell you to make sure you repair "their investment", but wont release the fund when the work is 100% doneApparently Carrington needs the $4,Maybe this is why they wont release itIf anyone out there knows of a class action law suit against Carrington, please post immediatelyReview sites need to start allow negative star ratingsThis company does not even deserve 1/as starRUN FOREST RUNGet as far from this company as possibleA+ rating my

I am in the process of doing a streamline refinance with Carrington currentlyThe loan officer advised me not to make September's payment as I would need to bring it to closing and the late fee would be waived
I did not want to take the chance, so on September 16th I used the online Speedpay system on Carrington's website to pay September's paymentSeptember 29th the loan officer contacted me to let me know I need to pay September's payment before the 30th or it will be lateOK, maybe I mis-keyed a number? I again paid using the website very carefully keying in one number at a timeI was then told by the loan officer not to make October's payment as we would be closing etc
October the loan officer emails me again saying they still have not received September's paymentI logged in immediately and paid once again via the Speedpay system on the website which I've used many many times before with no problems
I then checked the confirmation emails from Speedpay and noticed

Dear Ms***,The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS”) is in receipt of your rebuttal complaint filed with the Revdex.com ("Revdex.com”) and received in our office on September 26, 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 a preliminary matter, please note that the Customer Advocacy Department originally received your complaint filed with the Revdex.com in our office on April 7, CMS researched the issues raised in the complaint and a written response was issued to you on May 4, A copy of the response in enclosed for your reference.As you may recall from the prior response, CMS addressed many of the concerns raised in your rebuttal complaintWe provided a detailed response outlining your payment history and provided explanations as to asserted discrepanciesAfter reviewing our records, including your payment history, we determined that the information being reported to the major credit agencies accurately reflects your loan information and payment historyCMS further advised that we would not be making any changes to your credit profile.In your rebuttal, you state that CMS reported you to the credit reporting agency nine times in for late payments when your records indicate that you have not been late on any paymentsAlthough your rebuttal is not entirely clear, as we understand it, you dispute that CMS was permitted to assess late fees on payments you made to CMS that did not amount to a full monthly payment.You assert in your rebuttal that CMS inaccurately reported you to the credit reporting agency nine times in CMS respectfully disagreesBased on a review of our records, CMS has reported your delinquency to the credit reporting agency a total of nine times since November In November 2014, you were reported as a payment had not been received for that month.On December 4, 2014, CMS received your payment of $1,pursuant to a Trial Payment Plan (“TPP”) agreement that was effective as of December 1, Per the TPP agreement, you were to make three monthly installments in the amount of $1,beginning December and ending in February CMS received your second payment on January 8, in the amount of $1,As this amount exceeded the TPP monthly payment due, CMS placed the difference of $in suspenseCMS subsequently received the same payment amount for the next month on February 6, and placed the remaining $for that month in suspense as well.Please be advised, when you entered into the TPP in December 2014, the account was due for the April 1, paymentBecause the loan remained delinquent, that delinquency was reported to the credit bureaus for the months of December 2014, January and February 2015.On or about March 31, 2015, a loan modification was finalized by way of a Loan Modification Agreement ("LMA")This loan modification capitalized the past-due amounts on the loanAs explained in our original response to your complaint, capitalization is the process of adding past-due amounts to the principal balance which become due when the loan reaches maturityPursuant to the terms and conditions of the LMA, you were required to make all payments of taxes, insurance premiums, assessments, escrowed items, impounds, and all other required payments under the terms of the Note and Security DeedPast-due amounts that are capitalized through a loan modification will include advances of escrowed items but will not include an escrow shortage.The loan modification brought your account current through the March 1, paymentEffective April 1, 2015, your new principal and interest payment was $and your monthly escrow payment was $Your total modified monthly payment was $1,A breakdown of your modified payment effective April 1, is as follows:Principal & interestSBase monthly escrow collection.....................................STotal monthly payment...................................................$1,043.93Although your first modified payment was due on April 1, for $1,043.93, our records reflect that on April 7, 2015, CMS received $831.98, which is only the principal and interest portion of your total monthly paymentHowever, CMS was able to apply this payment to the account because there was enough money in suspense to post a full payment.As a reminder, when a partial payment is received, CMS may place the funds into a suspense accountOnce CMS receives enough funds to apply a full payment, CMS will remove the funds from suspense and post the next chronological payment due on the accountAccordingly, when CMS received your second post-modification payment of $on May 6, 2015, the funds were placed in suspense because there were not enough funds to equal a full monthly paymentOn May 17, 2015, CMS a Late Charge Notice was mailed to your property address, advising you that a late charge of $was assessed to your account because CMS had not received a full payment of $1,on or before the sixteenth calendar day of the monthAs such, the delinquency was reported to the credit reporting agency for the month of May 2015.On June 5, 2015, CMS received another partial payment of $Combined with the $that CMS received on May 6, 2015, CMS was able to apply the full modified payment amount of $1,to your May 1, paymentCMS placed the remaining $into suspenseOn June 17, 2015, CMS sent a Late Charge Notice to your property address regarding the delinquent June payment and advised you that a late charge of $was assessed to your account because CMS had not received a full payment of $1,on or before the sixteenth calendar day of that monthAccordingly, a delinquency was reported to the credit reporting agency for the month of June 2015.On July 6, 2015, CMS received another partial payment of $Combined with the $being held in suspense, CMS was able to apply $1,to your June 1, paymentCMS placed the remaining $into suspenseOn July 17, 2015, CMS sent a Late Charge Notice to your property address regarding the delinquent July payment and advised you that a late charge of $was assessed to your account because CMS had not received your payment of $1,on or before the sixteenth calendar day of the monthCMS subsequently reported this delinquency to the credit reporting agency for the month of July 2015.A few months prior, on May 29, 2015, CMS completed an escrow analysis with an effective date of August 1, A copy of the escrow analysis was mailed to your property addressThe purpose of the escrow analysis was to advise you of the projected escrow activity for your escrow cycle beginning August 1, and ending July 31, 2016.The escrow analysis projected two disbursements for your county tax at $eachAdditionally, the analysis projected to disburse an annual hazard insurance premium of $1,and a monthly FHA insurance premium of $The escrow analysis projected an escrow cushion of $and a low point escrow balance of -$This resulted in an escrow shortage of $Accordingly, CMS spread the shortage over a period of sixty months in order to reduce the impact on your monthly mortgage payment.Effective August 1, 2015, a breakdown of your new mortgage payment is as follows:Principal & interestSBase monthly escrow collection......................................SMonthly escrow shortage collection................................$Total monthly payment...................................................$1,As indicated in our original response to you, 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 your 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 the borrower's responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.The Real Estate Settlement Procedures Act (“RESPA") authorizes a maximum escrow cushion not to exceed 1/6th (i.eup to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve months, unless state law allows for a lesser amountWhen your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushionCMS does not include the disbursement of your yearly mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amountThe escrow analysis projected a cushion of $If you wish 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 ***.Based on the calculations from the May 29, escrow analysis, your low point escrow balance was $The escrow shortage resulted due to the difference between the projected low point of -$and the escrow cushion projected at $151.57.On August 6, 2015, CMS received $1,and applied the funds to your July 1, paymentOn August 18, 2015, CMS sent you a Late Charge Notice regarding your delinquent August payment and advised you that a late charge of $was assessed to your account because CMS had not received your payment of $1,on or before the sixteenth calendar day of the monthAccordingly, a delinquency was reported to the credit reporting agency for the month of August 2015.On August 21, 2015, CMS received an additional $and added the funds to suspenseCMS was unable to apply another payment to the account because the amount in suspense was $831.98, short of a full monthly payment of $1,056.55.On September 7, 2015, CMS received $1,However, pursuant to the escrow analysis dated May 29, 2015, your new payment amount effective August 1, was to be $1,Accordingly, CMS removed $from suspense and combined it with the amount received so that a complete payment of $1,could be applied toward your August 1, paymentThis left $remaining in suspenseOn September 17, 2015, CMS sent you a Late Charge Notice regarding your delinquent September payment and advised you that a late charge of $was assessed to your account because CMS had not received the full payment of $1,on or before the sixteenth calendar day of the monthOn September 19, 2015, CMS received an additional $in fundsCombined with the $in suspense, CMS was able to apply $1,to your September 1, payment bringing your account currentCMS thereafter applied a portion of the remaining funds towards a $late fee and, due to the escrow account shortage, applied $to your escrow account.On September 29, 2015, CMS received funds totaling $and applied the funds to suspenseOn October 7, 2015, CMS received a payment of $1,CMS removed the funds being held in suspense, applied $1,to your October 1, payment, and applied the remaining $to your escrow account due to the escrow shortageThereafter, CMS received payments of $1,on November 5, and December 7, The funds were applied to the November 1, and December 1, payments.You may recall, CMS completed another escrow analysis on December 18, with an effective date of February 1, A copy of the escrow analysis was mailed to your property addressThe analysis projected a single disbursement for county taxes at $1,instead of two separate disbursements of $as previously required by *** CountyIn addition, the county taxes increased from $annually to $1,annuallyYour annual hazard insurance premium also increased from $1,to $1,The monthly FHA insurance premium of $remained the sameThe escrow analysis projected an escrow cushion of $and a low point escrow balance of -$1,The difference between these amounts is how an escrow shortage of $1,was calculatedThe shortage resulted due to increases in hazard insurance and county taxes, the increased frequency of tax collection in *** County, and the leftover escrow shortage already on the accountCMS spread the shortage of $1,over the remaining modified term of fifty-four months in order to reduce the impact on your monthly mortgage payment.Effective February 1, 2016, a breakdown of your new mortgage payment is as follows:Principal & interestSBase monthly escrow collection$Monthly escrow shortage collection.....................................$32.96Total monthly payment$1,162.55On January 5, 2016, CMS received $1,and applied the funds to your January 1, paymentOn February 4, 2016, CMS received $1,However, your monthly payment had increased to $1,as of February 1, Because the amount received was less than the full monthly payment, CMS placed your payment of $1,into suspenseAs such, a delinquency was reported to the credit reporting agency for the month of February 2016.On March 7, 2016, CMS received another payment of $1,Combined with the funds in suspense, CMS was able to apply a full payment of $1,to your account for the February 1, paymentThe remaining $was placed into suspenseCMS received an additional $from you on March 16, 2016, combined that with the remaining funds in suspense and applied a full payment toward your March 1, payment, On March 16, 2016, when you called CMS, you indicated that your credit report incorrectly reflected that payments were not received on-timeThe representative explained that your payment increased pursuant to the December 18, escrow analysis and that CMS could not post your February payment until enough funds were received on March 7, When you indicated that you were not receiving notice of payment changes, the representative confirmed that CMS had the correct mailing address on your accountSince then, CMS has received full monthly payments from you through September 2016.On September 13, 2016, CMS received a *** authorization from you in the amount of $1,We acknowledged your authorization with the enclosed *** confirmation correspondence sent on September 14, The correspondence confirmed that you authorized CMS to draft $1,from your checking accountPlease note this correspondence was not confirmation of payment processed, only that we received your authorization to draft funds from your checking accountHowever, as of September 17, 2016, your bank, *** ***, still had not authorized the draft to CMSAs such, on September 18, 2016, CMS sent the enclosed Late Charge correspondence advising you that we had not received your September 1, payment and that a late charge would be assessed to the accountOn September 19, 2016, CMS received notification from *** *** indicating that they were unable to locate your checking account and as such, could not authorize the draftThat same day, CMS generated and sent out the enclosed *** Transaction correspondence, advising you that your payment submitted on September 13, was rejected because your account was not found.CMS received a call from you on September 23, during which you inquired about the late fee that was processed to your accountYou indicated to the CMS representative that you submitted a payment on September 13, and did not understand why a late charge was being assessedThe CMS representative explained that a payment was received but your checking account could not be found as the incorrect checking account information was providedDue to the incorrect information, CMS could not pull the funds and apply it to your loanYou then advised that you made the payment through a CMS representativeThe representative advised you that our records reflected that payment was submitted through the check by phone system, not through a representativeThe CMS representative further advised that we would not be able to waive the late fee as the incorrect checking account information entered at the time of payment was not due to CMS errorYou then asked to be transferred to a supervisor for further discussion however the supervisor was unavailable at the time and a voicemail was left.Later that day, you called CMS again and spoke to a different representativeYou indicated to the representative that you felt it was unfair of CMS to assess a late charge on your accountYou advised the representative that you should have been notified immediately if something was wrong with the payment informationThe representative proceeded to verify the payment information originally submitted and determined that your submission included four additional digits to your *** *** checking account number resulting in an incorrect transmittalThe representative further advised you that we did not receive notification from *** *** of the incorrect account information until September 19, After the representative explained this to you, you were still adamant that CMS should have advised you immediately after you submitted payment of the incorrect informationThe representative also explained to you that CMS is unable to verify account information from a different financial institutionYou also indicated to the representative that CMS did not notify you of the incorrect payment information and only sent a Late Charge notice to youAs indicated earlier in this response, CMS sent you the enclosed *** Transaction correspondence advising you that your payment was rejected due to your account not being found.After a thorough review of our records, we have determined that the information being reported to the major credit agencies accurately reflects your loan information and payment historyAs such, CMS will not be making any changes to your credit profile and will also not be removing any late charges.Currently, your account is next due for October 1, paymentPlease note if CMS does not receive a timely payment, a late charge may be assessed to your account and delinquency may be reported to the credit reporting agency.We trust that this communication addresses all of the 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