Carrington Mortgage Services LLC

Like many others on the Revdex.com site, I had absolutely no problems with my mortgage company for the first years but when Carrington bought it out months ago the problems began immediately The past two months I have paid my mortgage payment online as I do every month Carrington's website showed that the payments went through and were posted to my account This past week however I received a certified letter stating that I was two months behind on my mortgage When I called Carrington to discuss this they agreed that they could see where the payments had been posted the past two months but they said the funds never actually made it to them They blamed it on a "banking error" from my financial institution and told me this has happened a lot lately I hadn't noticed that the funds didn't actually come out of my bank so I immediately paid over the phone to bring the account "current." The woman I spoke with on the phone stated that this should take care of everything and it would

This company took over my mortgage about a year agoThey have been nothing but problems from the beginningI've never had so many problems from a company who TAKES MY MONEY in my lifeSomeone needs to investigate them and their practices

July 22, 2015*** ** *** *** *** *** ** *** RE: Loan No.: *** Borrower: *** ** *** Property Address: *** *** *** ***, *** ** *** Complaint I.DNo.: ***Dear Ms***:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on July 22, CMS is committed toresponsible lending and servicing and we would like to address any concerns the borrower mayhaveThe following is our response to the issue(s) raised in the inquiry.As we understand, the most recent correspondence CMS has received from the Revdex.com states thateach CMS representative that you spoke to after the servicing of your loan was transferred toCMS on April2, 2015, informed you that "nothing would change" with your loan.As you are aware, CMS issued you the attached Notice of Service Transfer ("Hello Letter")notifying you of the service transfer to CMS on April 6, As you recall, the first paragraphof this letter notified you that "The servicing of your mortgage loan is being transferred, effectiveApril 02, This means that after this date, Carrington Mortgage Services, LLC ("CMS'')will be collecting your mortgage loan payments from youNothing else about your mortgageloan will change".This statement, which may have been reiterated to you by CMS representatives, was obviouslynot intended to convey that nothing about the servicing of your loan would ever changefollowing the transfer; rather, it was intended to convey that nothing else about your mortgageloan would change solely as a direct result of the servicing transferWhile CMS is able toconfirm that nothing else about your mortgage loan changed solely as a result of the servicetransfer, the Real Estate Settlement Procedures Act ("RESPA") requires CMS to analyze yourescrow account within sixty days of the service transfer.As outlined within the attached June 25, Revdex.com complaint response, CMS analyzed yourescrow account on May 1, which resulted in an increase to your mortgage payment from$to $1,Contrary to your claim that your mortgage payment was increasedeffective April 1, 2015, the effective date of your increased payment was July 1, 2015, whichwas nearly three months after the servicing of your loan was transferred to CMSThe details ofthis escrow analysis have been clearly outlined within CMS's June 25, Revdex.com complaintresponse.CMS certainly apologizes if you understood that nothing about the servicing of your loan wouldever change as CMS's intentions were solely to notify you that the service transfer alone wouldnot result in changes to your loanFurthermore, we note that your prior loan servicer wouldhave been required by law to analyze your escrow account on a regular basis even if the loan hadnot been transferred to CMS.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at *** ***, Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely, *** ***Customer AdvocateCC: Revdex.com

I am Active Duty military, NAVY, currently on deployment in the 7th Fleet area of the world Unfortunately one of my payments did not arrive at Carrington although it was processed by my bank in plenty of time Carrington refuses to remove all late fees even though my bank has sent two letters explaining that payment was attempted by them and was due to no error of my own The bank has provided documentation to support the claim, documentation that Carrington requested I am appalled at the fact that a business would not waive a fee that should not have been charged in the first place I do not believe that they treat anyone and especially a deployed service member with such lack of respect I personally intend to discontinue all business relations with them as soon as possible A refund or waiver should be a simple thing to grant

November 3,
ORIGINAL SENT VIA REGULAR MAIL
*** ** ***
** *** *** *** *** ** ***
RE: Loan No.: ***
Complaint No.: ***
Borrower: *** ** ***
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 via email on October 10, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry
As we understand your complaint, you allege that CMS does not allow you to make additional payments towards your principal or escrow balance via its online payment websiteYou go on to say that this has been an ongoing issue and that CMS has failed to address the problemConsequently, your desired resolution is for CMS to allow you to make payments towards your principal or escrow balance via the website and without the need to contact a CMS representative, mail a check, or pay-by-phone
At the outset, please note that the servicing of your loan was transferred from *** *** *** *** (“***”) to CMS on or about October 2, At the time of the service transfer your loan was contractually current and next due for the November 1, payment
As a preliminary matter, CMS is happy to confirm that as of the date of this correspondence you have the ability to make your monthly mortgage payment and an additional payment to your principal or escrow balance via CMS’s online payment website after the monthly payment due dateIf you want to make your monthly mortgage payment before the due date you may also submit your payment via the online payment websiteIf you want to make your monthly mortgage payment and an additional payment to your principal or escrow balance before the due date, please note you will only be able to pay the total amount due for the monthly mortgage payment and you may submit an additional payment towards your principal or escrow balance the following business day not to exceed the amount of $1,by entering that specific amount under the “other” category on the online payment websiteLastly, you also have the ability to make a payment towards your principal balance by mailing a personal or bill pay check not to exceed the amount of $10,If you want to make a payment towards your principal balance greater than $10,000.00, please make certain to send certified funds such as a money order or cashier’s check
We acknowledge that as a former customer of *** you may have been accustomed to different online featuresPlease know that CMS strives to satisfy all reasonable customer expectations, and therefore we are actively pursuing to expand on the current online feature parameters
Moreover, contrary to your notion that CMS does not allow customers to pay an additional amount to the principal or escrow balance, please note that CMS does offer an auto draft payment option with that functionalityThe auto draft payment option provides you with the ability to choose the date or frequency you want CMS to draft your monthly payment, including the ability to add any desired additional principal amount or additional escrow amount to the monthly principal and interest paymentFor your reference, attached hereto as Exhibit “A” please find a copy of CMS’ Auto Draft Authorization (“ADA”) form
Please further note that a copy of the ADA form may also be found on our website along with all other available payment options and applicable fees (if any) by visiting ***
If you are interested in enrolling in auto draft, the complete, original form may mailed to Carrington Mortgage Services, LLC, *** *** *** *** ** *** or a scanned copy can be faxed to *** ***
Your payment history reflects that your loan is paid through December and next due for the January 1, payment in the amount of $For your reference, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions
Furthermore, we would like to take this opportunity to remind you that all payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your accountAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit bureaus as delinquentConsequently, we strongly encourage you to remit your monthly mortgage payments to CMS on or before the due date to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment
If you would like to view your recent payment activity, download a copy of your most recent billing statement or escrow analysis, or make a payment, CMS encourages you to log in to your online account by visiting ***Please note that by accessing your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mail
Based on the foregoing, we find no evidence of wrongdoing on CMS’s behalfWhile we understand your frustration with the current online feature parameters, CMS does offer alternate and convenient payment options that allow you to pay any desired additional amount towards your principal or escrow balance
Lastly, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** *** or fax your correspondence to *** ***
We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ** ***
*** ***
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 ***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 *** *** *** *** ** ***
COLORADO:
For Colorado Residents:
*** ** *** *** *** *** ** ***
*** ***
TENNESSEE:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance

June 4, Original sent via regular mail *** *** ** *** *** *** *** ** *** RE: Complaint ID: *** Loan No.: *** 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 May 5, 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 your inquiry As we understand your complaint, you allege CMS never received you April mortgage paymentYou go on to say that CMS is threatening to report negative information to the credit bureaus for the month of April On April 19, 2016, you contacted CMS to inquire about your April payment. You advised the CMS Representative that you had in fact made your April payment which cleared your account on April 8, 2016. The CMS Representative explained that we had no record of receiving this payment and encouraged you to provide a front and back copy of the cashed payment for further research. On April 21, 2016, you reached out to CMS through our Online Chat. You advised CMS that you had received a notice from CMS which indicated that your April payment had not been made. You once again confirmed that you had made you payment through your financial institution’s BillPay system. In addition, you once again mentioned that your payment had cleared your bank account on April 8, 2016. The CMS Representative confirmed that the last payment received was on March 29, 2016. It was at this time that the CMS Representative encouraged you to contact your bank to see if your payment had in fact been cashedLastly, the CMS Representative encouraged you to fax front and back copies of the cashed payment to her attention. You were then provided her fax number ending in ***. Later that day, CMS received a call from your spouse. Unfortunately, the CMS Representative was unable to provide your spouse any account information as CMS did not have your written consent to do so On April 28, 2016, you contacted CMS and advised that your payment had been cashed and you could provide proof. Accordingly, the CMS Representative provided you with a fax number in order to submit copies of the cashed payment. On May 4, 2016, you reached out to CMS through our Online Chat. You advised CMS that you had faxed in the copies of the cashed payment. The CMS Representative confirmed that CMS had no record of receiving your fax and encouraged you to refax the information to her attention. Later that day, CMS received your faxed documents. The following day, you reached out to CMS through our Online Chat to inquire about the status of your missing payment. The CMS Representative confirmed that your fax had been received and forwarded to the appropriate department to locate your missing payment. In addition, the CMS Representative clearly advised you that once your payment was located, CMS would make any necessary corrections to both your credit reporting and any assessed late fees On May 10, 2016, you contacted CMS to check on the status of your payment research requestIt was also during this call that you provided verbal authorization to disclose account information to your spouse. Your spouse went on to question why you were being assessed a late fee if the April payment had been made. Despite the CMS Representative’s attempt to explain the research process to your spouse, your spouse was dissatisfied with the information provided. Shortly thereafter, your spouse contacted CMS directly to dispute the late charges and credit reporting caused by the missing payment. The CMS Representative advised your spouse to submit a written request to the Customer Service Research Department, however, your spouse insisted on speak to someone else as he felt he was getting the runaround. It was at this time that the call was transferred to the Escalation Department. The Escalation Department confirmed that they would escalate the research request and the missing payment would be applied as of the date of receipt. Furthermore, your spouse was also advised that CMS would also correct any negative credit reporting along with any late charges assessed. Later that day, an email was sent to the Cashiering Department requesting to expedite the research process. On May 13, 2016, CMS received a call from your spouse asking that the ongoing payment issue by corrected that same day. The CMS Representative explained that CMS was actively researching the missing payment and was unable to provide a current status of the research request. The call was then transferred to the Escalation Department who also confirmed that CMS was working on locating the missing payment. The Escalation Department apologized for any inconvenience that this issue was causing and assured your spouse that your account would be corrected accordingly. On May 18, 2016, CMS received a payment in the amount of $1,which was applied to your April 1, payment. On May 24, your spouse called CMS to check on the status of the ongoing research request. This call was then transferred to the Escalation Department, who once again assured your spouse that your account would be corrected accordingly once the payment had been located. Later that day, our Cashiering Department located your missing payment which had been inadvertently applied to a different loan due to an internal processing error. Accordingly, the payment made on May 18, was reversed in order to allow CMS to apply the misapplied payment of $1,with an effective date of April 8, 2016. By effective dating the misapplied payment, the system automatically waived the late fee assessed for the month of April 2016. In addition, this correction would also update the credit reporting information to reflect that your payment was made within the month that it was due. In light of the above, your credit reporting will be updated to show that your April payment was made in a timely manner and any negative credit reporting will be removed. Please allow up to thirty days for your credit reporting to be updated. Upon the successful reapplication of both the April and May payments, your loan reflected current and due for the June 1, paymentWe would like to take this time to sincerely apologize for any inconvenience that this issue may have caused you. In closing, it is also important to mention that your loan reflects an outstanding late fee in the amount of $which was assessed to your loan as CMS did not receive your May payment until May 18, 2016. We would like to make it clear that this late fee was not assessed in connection with the April payment. 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, from 8:00AM to 5:00PM, Pacific Time Sincerely, *** *** Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***. Please include your loan number on all pages of 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 carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to *** -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at *** -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***

I submitted a mortgage payment online at 1:34am on Sunday, April 30, I received a confirmation number of *** and screen shot the payment as proof I submitted a payment online before May 1, which would have made my mortgage payment days past due Carrington submitted to the credit bureaus that I paid my mortgage days late When I called and asked why this was done they said it was because the payment was not "processed" until the next business day which was Monday, May 1, There is no where on their payment site that show that if I submit a payment on one date and it is processed on the other that I will not get credit for the submission of the payment My mortgage was sold to Carrington Mortgage Services in December from Bank of America without my permission I have done this several times in the past with Bank of America and have never had this problem I pay majority of my bills online and also have never had this problem I would like the negat

I am having the same problem as othersCarrington Mortgage purchased the remaining balance of my home equity loan from my prior mortgage company in September of The transfer balance was $When I looked at Carrington's October statement is showed a balance of $A difference of $added on somewhereIn February they gave me three choices since my loan had matured and there was still a balance owedOne, do a modified loan agreement, two, pay the balance in full, three, loose my home over such a small amount leftBy then the balance should have been down to around $due to extra payment being madeBeing on fixed income I opted to do the modified loanIn the process I did some researchFirst of all the transfer balance was incorrectSecond their payment history and their statements does not matchThird, from December of and April of I received eight completely different pay off balances of which none were accurateFourth, they sent my home insurance company a check for $for no reason and no notification which threw my account into escrowMy payments are automatically with drawn every month which means double paymentIn short, my transfer balance was $I have paid $(Yes I checked my bank statements.) Without the escrow I only owe Carrington Mortgage $None of which the pay off balances showI have emailed their advocate department three times now with no responseNot even so much as a "Thank you for contacting usWe are looking into your account." NothingPlus now the emails that I have sent to the agent that has been contacting me come back as "undeliverable"She has done nothing to helpAs an agent she should have listened, questioned and reviewed the account and found out why all the discrepanciesI feel this company is a scam and that they are trying to force people out of their homes and make extra money in the processBeware! Keep records and check numbersThis company does not accurately do either

Attached please find a copy of our response letter sent to the borrower today in response to this complaint. *** ***Customer AdvocateCarrington Mortgage Holding, LLC*** *** *** *** *** *** *** *** *** ** ***Office: *** ***March 4, 2015*** **
*** *** ***
*** *** ** ***RE: Loan No.: ***Complaint ID No.: ***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 18,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 the recent escrow analysis completed by CMShas increased your monthly payment amount higher than any payment amount you have everpaid in the pastYou express concerns with this increase and suggest that you should not beliable for .a n increase in your payment if the shortage was caused by a mistake made by yourpnor serv1cer.At the outset, please note that the servicing of this Veterans Administration ("VA") insured loanwas transferred from CitiMortgage Inc(''Citi") to CMS on or about November 4, At thetime of the service transfer your loan was contractually current and next due for the December 1,paymentIn addition, the Real Estate Settlement Procedures Act ("RESP A") at USC2605( d) allows a sixty day period to the acquiring servicer to receive the acquisition file from theprior servicer and to ensure the records of the acquiring servicer reflect the correct loaninformationIncluded in that process are the reviews and complete post-transfer diligence andescrow analysis that are due within sixty days of the acquired dateAs such, an escrow analysiswas completed on December 15, and a copy of this analysis is attached for ease ofreferenceThe results of this escrow analysis indicates a shortage in the amount of $498.84,which CMS has spread over twelve months increasing the required escrow payment of $377.43by $for a total escrow payment of$419.00, beginning with the February 1, payment.On February 27, 2015, another escrow analysis was completed which indicates a shortage of$448.80, which CMS has spread over twelve months increasing the escrow payment of $377.43by $beginning April 1, Attached is a copy of this analysis for ease of reference.The difference in the shortage is due to the timing of when the escrow analysis was completed.Please review the escrow analysis for a detailed accounting for 2014, and the escrow advanceprojections for for an explanation of how the shortage and the new escrow payment werecalculated.In our review, we did not find any evidence to indicate an error had been made to cause theshortage in the escrow accountHowever, we did find that the property taxes increased by$and the insurance premium also increase by $in which are contributingfactors to the shortage in the escrow account.Lastly, in response to your question about the association with *** *** and *** ***,please be advised that as a loan servicer CMS may service *** *** and *** *** loans inaddition to other investors.Based on the foregoing, we conclude that the annual escrow analysis and payment adjustmentwere completed in accordance with the established loan servicing policy and procedure for thisVA insured loanIt is important to note that the annual escrow analysis is required by law, andpayment adjustments may be required from time to time to ensure proper accounting of escrowfunds and also to insure sufficient funds for projected advances for the payment of taxes andinsurance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at *** ***, Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.Sincerely,*** ***Customer Advocate

No problem with any one
Our loan officer was very helpful
This is the second time working with him

June 17,2015*** ** *** ** *** * * *** *** *** ** *** * 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 inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on May 28, CMS is committed toresponsible lending and servicing and we would like to address any concerns you may haveThefollowing is our response to the issue(s) raised in the inquiry.As we understand the complaint, you state that after you refinanced your loan with CMS'sMortgage Lending Division in 2014, you received an escrow analysis from CMS's loan servicingdivision dated March 20, that indicated your loan had a large escrow shortageAfterresearching the escrow history for your loan, you claim that CMS failed to pay your schooltax in the amount of $1,at the time of loan origination.Your complaint also states that your school taxes were levied into your city taxes alongwith a penalty in the amount of $You state that in January 2015, CMS paid your schooltaxes, the $penalty and your city taxes for a total payment of $2,You believe thatCMS has analyzed your escrow account and projected an inflated city tax amount which wasbased upon the combination of the school tax and the city taxYou are requestingCMS to refund the penalty amount to your escrow account and to reanalyze your escrow accountusing the correct city tax amount.A review of our records found that this Federal Housing Administration ("FHA") insured loanwas originated on or about August 26, in the amount of $103,by CMS's MortgageLending DivisionAttached for your ease of reference is a copy of your executed PromissoryNote and Mortgage documents for your loanA review of the attached Final SettlementStatement ("HUD-") shows that the payment of the school tax that was projected to be inthe amount of $was included with the financing of your loanCMS's business practice isto pay taxes on time and did so in good faith when the school tax payment was placed onthe final HUD-in August 2014.CMS's records show that at the time of origination, the next projected school tax payment wouldbecome due in September in the amount of $778.56, city taxes were projected to be in theamount of $1,and would become due in January 2015, and your hazard insurance thatwas projected in the amount of $would become due in September It is important tonote that a lender is unable to determine the exact amount of the future escrow items until thetime that the payments become due which is why a projected amount is used to collect for thefuture payment of escrowed items.While CMS properly included the payment of your school tax on the final HUD-1, CMS is ableto confirm that the closing attorney's office failed to disburse the school tax payment of $934.21at the time of loan origination which caused the school taxes to be levied, or included with, theamount owed for your city taxesAccordingly, you were issued the attached escrow refundvia check number *** in the amount of $on March 2, from Freedom Land TitleAgency.On January 16, 2015, CMS disbursed the payment due for your city taxes in the amount of$2,Included with this city tax payment was the base amount of your school tax of$1,which was an increase from the projected amount of the school tax of $thatwas intended to be paid at the time of loan origination, a late penalty in the amount of $101.19for late payment of the school taxes, and the actual city tax in the amount of $1,249.93.On March 20, 2015, CMS completed and issued you the attached initial escrow analysis for yourloanThe escrow analysis projected total annual escrow disbursements in the amount of$4,720.03, which included a hazard insurance premium in the amount of $919.00, school taxes inthe amount of $778.56, city taxes in the amount of $2,458.23, and FHA Mortgage InsurancePremium ("MIP") payments in the amount of $Please be advised that the projected citytax were determined from the payment of the January 16, city tax disbursement.Although the Real Estate Settlement Procedures Act ("RESPA") does not require the lender tomaintain a cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal totwo months (one-sixth) of the amount of the total annual disbursements paid out of an escrowaccountPlease be advised that while CMS is permitted to collect an escrow cushion equal toone-sixth of the annual escrowed items (not including the annual FHA MIP payments), CMS hasrequired an escrow cushion equal to one-twelfth of the total annual escrowed items.Because the total annual escrow disbursements, not including the FHA MIP, for your loan wereprojected to be $4,155.79, your escrow account was determined to be required to have aminimum of $at all times ($4,divided by equals $346.31)Based upon theprojected disbursement date of your hazard insurance and the projected dates that your propertytax payments are disbursed, CMS determined that your escrow account will have a deficit of$2,in December Because you are required to have $in your escrow accountat all times, CMS determined that your escrow account will contain an escrow shortage in theamount of $2,at that time ($plus $1,equals $2,.08).In order to prevent any undue hardship from an increased mortgage payment, CMS spread theescrow shortage of $2,over a period of twelve months which resulted in an increase toyour monthly mortgage payment from $to $1,effective with the May 1, 2015mortgage paymentFor your ease of reference, a breakdown of the May 1, mortgagepayment is outlined belowPrincipal and Interest: $ Base Escrow Collection: $ ($4,divided by 12) Monthly Escrow Shortage: $ ($2,divided by 12) May 1, Payment $ 1,160.40On April 15, 2015, you contacted CMS and advised the CMS representative that your 2014school taxes were not paid at the time your loan was originatedAt the time of this phoneconversation, your loan remained contractually current and was showing due for the May 1, 2015mortgage paymentIn an effort to assist you, the CMS representative transferred your call toCMS's tax vendorWhile speaking to CMS's tax vendor you explained that you believed theprojected tax amounts were incorrectOver the following weeks, you continued to contact CMSand its tax vendor for the outcome of the research.On May 11, 2015, CMS was notified that the research was completed and a request to reanalyzethe escrow account was placed to CMS on May 26, The same day, CMS completed theattached escrow analysis which determined that your escrow account contained a shortage in theamount of $1,The escrow shortage was spread over a period of twelve months andresulted in a decrease to your mortgage payment from $1,to $1,effective with theJune 1, mortgage payment.Upon receipt of your complaint, CMS has confirmed that due to an inadvertent and isolatedclerical error, the escrow analysis was completed prior to the correction of the updated tax lineswhich caused this escrow analysis to calculate an increased escrow shortageCMS would like totake this opportunity to sincerely apologize for the unintentional clerical oversight that causedthe May 26, escrow analysis to provide you with the incorrect amount of the escrowshortage.On May 28, 2015, CMS received your Revdex.com complaint and began taking the necessary actions toresearch the events that led up to your complaintIt was at this time that CMS discovered thatthe closing attorney's office did not disburse the school taxes and issued you the refundcheck in March Please be advised that because CMS properly included the schooltax within the final HUD-and due to the fact CMS was unaware that the school taxeswere unpaid at the time of loan origination, CMS had no reason to request an itemization of thecity taxes to identify that a late penalty was assessedTherefore, CMS respectfully rejectsyour claim that CMS was deceitful in any way.Moreover, CMS is uncertain as to why you would not have contacted CMS at the time that youreceived the refund check, as CMS would have informed you to forward the escrow refund toCMS to apply to your escrow account which may have triggered CMS to identify that a latepenalty was included with the city tax paymentNevertheless, CMS sincerely apologizesfor not informing you that a late penalty was paid along with the city taxes.CMS is able to confirm that your escrow lines have been properly updated at this timeOn June10, 2015, CMS completed a new escrow analysis for your loan which was issued to you underseparate coverThis escrow analysis projected an annual hazard premium in the amount of$919.00, an annual school tax in the amount of $1,107.11, and an annual city tax in the amountof $1,127.44, and an annual FHA MIP premium in the amount of $($multiplied bymonths) for a total annual disbursement of $3,717.79.Because the total annual escrow disbursements, not including the FHA MIP, for your loan wereprojected to be $3,153.55, your escrow account was determined to be required to have aminimum of $at all times ($3,divided by equals $262.79)Based upon theprojected disbursement date of your hazard insurance and the projected dates that your propertytax payments are disbursed, CMS determined that your escrow account will have a deficit of$1,in December Because you are required to have $in your escrow accountat all times, CMS determined that your escrow account will contain an escrow shortage in theamount of $1,at that time ($plus $1,equals $1,385.27).In order to prevent any undue hardship from an increased mortgage payment, CMS spread theescrow shortage of $1,over a period of twelve months which resulted in a decrease toyour monthly mortgage payment from $1,to $1,effective with the June 1, 2015mortgage paymentFor your ease of reference, a breakdown of the June 1, mortgagepayment is outlined belowPrincipal and Interest: $ Base Escrow Collection: $ ($3,divided by 12) Monthly Escrow Shortage: $ ($1,divided by 12) June 1, Payment $ 1,023.22Finally, while CMS believes information in this letter clearly outlines that the school taxpenalty was not due to any action or inaction on CMS's part, CMS has agreed to pay the latepenalty in the amount of $as an expression of our commitment to the highest standards ofcustomer satisfaction as CMS also believes that your actions were not the cause of the penaltybeing assessedThis action is undertaken voluntarily by CMS without admission of fault orliability, and solely to demonstrate our dedication to the well-being of the consumers we serve.Please be advised that CMS will begin the process to secure the necessary approvals required toobtain a check in the amount of $from its Accounting Department which will be sent toyou shortly under separate coverShould you wish that your escrow shortage be reduced further,you may send the escrow refund that you received in March in the amount of $934.21along with the escrow refund in the amount of $101.19, to CMS with instructions to apply thefunds to your escrow account.CMS encourages you to submit any escrow payment along with specific posting instructions toCMS at the following address: Carrington Mortgage Services LLC, Attention PaymentProcessing, *** *** *** *** ** ***Specific payment instructions should beclearly indicated on the form of payment as well as on the payment coupon.Finally, in response to your claims that CMS has somehow removed your right to pay your bills,we assume for the purposes of this response that you are referring to the payment of yourproperty taxes, hazard insurance and MIP paymentsPlease be advised that you applied for thisFHA insured loan which requires that an escrow account is established for the payment ofproperty taxes, hazard insurance, and MIPPlease be advised that the requirement for your loanto be escrowed is a condition of receiving a FHA insured loan and in fact is not a CMSrequirement.Based on the foregoing, we believe the record is clear that CMS was not at fault for the nonpaymentof your school taxes at the time of loan originationWhile CMS sincerely regretsthat the research to identify the current amount of your took longer than expected and sincerelyapologizes for the isolated clerical error that caused CMS to issue you an incorrect May 26, 2015escrow analysis, we also believe the record is clear that upon being made aware of theinadvertent clerical error, CMS has taken the appropriate action to pay the late penalty, eventhough CMS was not at fault for non-payment of your school taxesShould you wish tofurther discuss any aspect of your loan, we encourage you to contact CMS' s Customer ServiceDepartment at *** *** for further assistance.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at *** ***, Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely, *** ***Customer 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
Regards,
*** ***

We checked the wrong box on a couple of payments and they did not contact us to apply them correctlyThey decided to threaten foreclosure insteadWe have made some late payments in the past, but these payments were not late, just a clerical error on our part that was unknown until the foreclosure letterMultiple calls have been made with no call back, even to their complaint department

I had a delay with my loan in closing but all in all Carrington was easy to work with and closed the loan a day later than anticipated No hidden surprises and the loan officer Glen Oates was a pleasure to work with

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I have spoken again with Carrington Mortgage Co., and am satisfied with the results. My funds have been put in the proper place
Regards,
*** ***

On Aug 17th, a loan service man I spoke with was suppose to put a payment through for my mortgage on 8/He accidentally put it through for that day, 8/He told me that day that he made the mistake and put it throughI knew I didn't have enough money in my account at that time to cover it and he said it will go through and it will be rejected then charge me a feeOn 8/it went through my bank, which was almost a week laterI phoned Carrington on 8/I spoke to a supervisor *** while I was at my bank that dayI now had a negative amount in my bank*** said to fax him my bank statement that shows the amount I paid and the feesHe sent it to a girl named *** which he said he would have her expedite this to reverse it and send me the money asapOn Wed 8/I still did not hear anything backOn Thursday 8/I spoke to a lady named *** in TexasShe was also a supervisorI was on the phone with her many times this daySHE TOLD ME that the check has been processed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did receive a letter from Carrington Mortgage but it only said that they would investigate and the would let me know how it turned out. I do not expect to hear from them again
Regards,
*** *** ***

Incorrect Mortgage Interest Statement Form Showing Taxes paid in of a minus $This information is not accurate due because of the stated amount have not been refunded to me or have access toI have a escrow surplus well over $and by Federal Law Carrington Mortgage is required to refund all monies over $The escrow surplus that I have accumulated was due to my real estate tax exemption status as a military veteran effective June 25,

I have been paying my Mortgage via online bill pay for months without issueIn July, that payment was returned to my bank as uncollected, for unknown reasonsAs soon as the funds were returned to my account, I issued payment again, and contacted the lender
They had no idea why the check was returnedI was told if I could prove that my bank had issued a payment, they would remove the feeI was given a person to work with (***) and a fax number for my bank to send the proof toI did so, and heard nothing more regarding the affair
Nearly a month later I received a letter in the mail stating they still wanted a late fee of dollarsOnce again I called the companyI was told they changed their mind about waiving the feeThey had lost, misplaced, or discounted the original proof of paymentI asked if I could provide proof of payment again, and I was told it wouldn't matterThey will not waive the fee, even though I was not at fault
They are simply trying to collect

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I have attached my own tracker of payment where it shows that at any other time when the Escrow analysis was conducted money from my principal was taken to add towards escrow shortage 2009-why now?Also there is the history from the last months.]
Regards,
*** ***