Carrington Mortgage Services LLC

Very Quick and seamless process

October
12,
Original Sent via U.SMail:
*** ** ***
*** *** ***
*** ** ***
RE: Case
No.: ***
Loan 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 and received in
our office via email on September 17, CMS is committed to responsible
lending and servicing, and we would like to address any concerns you may
have. The following is our response to
the issue(s) raised in the inquiry
As we
understand your complaint, you have been trying to obtain a check from CMS for
an escrow surplus on your account following the sale of your home on August 3,
You claim you provided us with your new mailing address during a July 31,
telephone callDuring this call, you also claim we indicated that your
escrow balance was $1,and that you would receive your escrow check
within thirty daysOn September 8, 2015, you called CMS because you had not
received your escrow surplus checkIn response, you state CMS advised you that
the check we issued on August 18, was returned to us due to an incorrect
mailing addressAs of September 17, 2015, you claim the escrow check still has
not reached you
A review of our records found
that this Federal Housing Administration (“FHA”) insured loan originated
on or about February 20, for $114,Enclosed
is a copy of your Note and Security Deed both dated February 20, As you are
aware, the servicing of your loan transferred to CMS on or about August 1,
Enclosed is the August 3, Notice of Servicing Transfer (“Hello
Letter”) advising you of the transfer to CMS
As an initial matter, we sent you
an escrow surplus check for $via *** on September 29, Our
tracking information reflects that you received your escrow surplus check on
September 30, The following is a detailed explanation of your account
activity from the date your loan was paid in full
On August 4, 2015, CMS received
your payoff funds, which we used to pay the loan in fullWhen we receive funds
sufficient to pay a loan in full, our automated system disburses any remaining
escrow funds in the escrow account approximately fifteen days afterPlease
note the escrow funds that are disbursed will not include any FHA insurance
payments that are still due for that month
FHA monthly insurance payments
(“MIP”) are disbursed in arrearsCMS will typically disburse MIP payments to
HUD on or about the fifth day of the following month in which they are due.
On August 5, 2015, we used $in funds from your
escrow account to pay your July FHA MIP, leaving a remaining escrow
balance of $1,
On August 20, 2015, we disbursed
$in escrow surplus funds to the address on the accountWhen we
disbursed your escrow check to you, we withheld $in escrow funds so that
we could pay your August FHA MIP on September 5, On August 24, 2015,
your escrow check was returned to us due to an incorrect address
You first advised us of your new
mailing address during an August 28, telephone callWe promptly updated
your account with the new mailing address
On September 8, 2015, we
received two telephone calls from youDuring the first telephone call, you
requested that we cancel and reissue the escrow surplus checkDuring your
second telephone call, we explained why your surplus escrow disbursement amount
was $instead of $1,On September 11, 2015, we accommodated your
request to cancel and reissue an escrow surplus check
We next received telephone calls
from you on September 17, and September 18, During both telephone
calls, we advised you we the check was reissued on September 11, and to
allow up to ten business days to receive the check
On September 25, 2015, you
informed us that you still had not received your escrow checkThe CMS
representative submitted a request to issue a new check to youIn order to
ensure the check would reach you this time, the CMS representative notated the
loan with a request to send the check to you via *** instead of regular mail
We sent the new check to you on September 29, On September 30, 2015, our
records indicate *** delivered the check to the mailing address you had
provided us on August 28,
In the complaint, you claim you
provided us with your new mailing address during a July 31, telephone call
with CMSYou also claim we indicated that your escrow balance was $1,
and that you would receive your escrow check in that amount within thirty days
We have reviewed your July 31, telephone call with CMS, and we respectfully
disagreeOur records indicate you called us on July 31, to discuss a
payoff quote that you received on July 27,
We trust that this communication
addresses all of your concerns noted in the complaint. Carrington 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,
*** ***
*** ***
Enclosures:
Note
and Security Deed both dated February 20,
August 3, Notice of
Servicing Transfer (“Hello Letter”)
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For
inquiries and complaints about your mortgage loan, please contact our CUSTOMER
SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention:
Customer Service, *** *** *** *** ** ***, or by calling
***. Please include your loan number on all pages of
correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage
Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern
Time, Monday through FridayYou may also visit our website at ***
-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 *** *** *** *** ** ***
ARKANSAS
Carrington Mortgage Services, LLC
('CMS') is licensed with the Arkansas Securities DepartmentYou may file
complaints about CMS with the Arkansas Securities Department (Department) at
*** *** *** *** *** *** *** *** *** *** *** ***You may obtain further information by calling the Department's general
information number at *** *** or toll-free, *** *** or faxing the
Department at *** *** or visiting the Department's website at ***
For a list of standard or common loan servicing fees charged by CMS, please
visit the CMS website at ***
Colorado:
For Colorado Residents:
*** ** *** *** ***
*** ** ***
*** ***
Massachusetts:
NOTICE OF IMPORTANT RIGHTS
YOU HAVE THE RIGHT TO MAKE A WRITTEN OR ORAL REQUEST THAT TELEPHONE
CALLS REGARDING YOUR DEBT NOT BE MADE TO YOU AT YOUR PLACE OF EMPLOYMENT.
ANY SUCH ORAL REQUEST WILL BE VALID FOR ONLY TEN DAYS UNLESS YOU PROVIDE
WRITTEN CONFIRMATION OF THE REQUEST POSTMARKED OR DELIVERED WITHIN SEVEN DAYS
OF SUCH REQUEST. YOU MAY TERMINATE THIS REQUEST BY WRITING TO THE
CREDITOR
Minnesota:
Carrington Mortgage Services, LLC is licensed by the
Minnesota Department of Commerce
New
York:
New York City Department of Consumer Affairs License Number
This Collection agency is licensed by the City of Buffalo
license numbers: &
City of Yonkers Debt
Collection Agency License Number:
For New York residents: You may file complaints about CMS
with the New York State Department of Financial ServicesYou may obtain
further information from the New York State Department of Financial Services by
calling the Department’s Consumer Assistance Unit at 1-800-342-or by
visiting the Department’s website at ***Carrington Mortgage
Services, LLC is registered with the Superintendent of the New York State
Department of Financial Services
North
Carolina:
Carrington Mortgage Services, LLC
is licensed under the North Carolina Agency Permit No& and
North Carolina Secure and Fair Enforcement Mortgage Licensing Act*** *** *** *** *** *** * *** *** ** ***
Tennessee:
This collection agency is
licensed by the Collection Service Board of the Department of Commerce and
Insurance
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
***
October
12,
Original Sent via U.SMail:
*** ** ***
*** *** ***
*** ** ***
RE: Case No.: ***
Loan 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 and received in
our office via email on September 17, CMS is committed to responsible
lending and servicing, and we would like to address any concerns you may
have. The following is our response to
the issue(s) raised in the inquiry
As we
understand your complaint, you have been trying to obtain a check from CMS for
an escrow surplus on your account following the sale of your home on August 3,
You claim you provided us with your new mailing address during a July 31,
telephone callDuring this call, you also claim we indicated that your
escrow balance was $1,and that you would receive your escrow check
within thirty daysOn September 8, 2015, you called CMS because you had not
received your escrow surplus checkIn response, you state CMS advised you that
the check we issued on August 18, was returned to us due to an incorrect
mailing addressAs of September 17, 2015, you claim the escrow check still has
not reached you
A review of our records found
that this Federal Housing Administration (“FHA”) insured loan originated
on or about February 20, for $114,Enclosed
is a copy of your Note and Security Deed both dated February 20, As you are
aware, the servicing of your loan transferred to CMS on or about August 1,
Enclosed is the August 3, Notice of Servicing Transfer (“Hello
Letter”) advising you of the transfer to CMS
As an initial matter, we sent you
an escrow surplus check for $via *** on September 29, Our
tracking information reflects that you received your escrow surplus check on
September 30, The following is a detailed explanation of your account
activity from the date your loan was paid in full
On August 4, 2015, CMS received
your payoff funds, which we used to pay the loan in fullWhen we receive funds
sufficient to pay a loan in full, our automated system disburses any remaining
escrow funds in the escrow account approximately fifteen days afterPlease
note the escrow funds that are disbursed will not include any FHA insurance
payments that are still due for that month
FHA monthly insurance payments
(“MIP”) are disbursed in arrearsCMS will typically disburse MIP payments to
HUD on or about the fifth day of the following month in which they are due.
On August 5, 2015, we used $in funds from your
escrow account to pay your July FHA MIP, leaving a remaining escrow
balance of $1,
On August 20, 2015, we disbursed
$in escrow surplus funds to the address on the accountWhen we
disbursed your escrow check to you, we withheld $in escrow funds so that
we could pay your August FHA MIP on September 5, On August 24, 2015,
your escrow check was returned to us due to an incorrect address
You first advised us of your new
mailing address during an August 28, telephone callWe promptly updated
your account with the new mailing address
On September 8, 2015, we
received two telephone calls from youDuring the first telephone call, you
requested that we cancel and reissue the escrow surplus checkDuring your
second telephone call, we explained why your surplus escrow disbursement amount
was $instead of $1,On September 11, 2015, we accommodated your
request to cancel and reissue an escrow surplus check
We next received telephone calls
from you on September 17, and September 18, During both telephone
calls, we advised you we the check was reissued on September 11, and to
allow up to ten business days to receive the check
On September 25, 2015, you
informed us that you still had not received your escrow checkThe CMS
representative submitted a request to issue a new check to youIn order to
ensure the check would reach you this time, the CMS representative notated the
loan with a request to send the check to you via *** instead of regular mail
We sent the new check to you on September 29, On September 30, 2015, our
records indicate *** delivered the check to the mailing address you had
provided us on August 28,
In the complaint, you claim you
provided us with your new mailing address during a July 31, telephone call
with CMSYou also claim we indicated that your escrow balance was $1,
and that you would receive your escrow check in that amount within thirty days
We have reviewed your July 31, telephone call with CMS, and we respectfully
disagreeOur records indicate you called us on July 31, to discuss a
payoff quote that you received on July 27,
We trust that this communication
addresses all of your concerns noted in the complaint. Carrington 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,
*** ***
*** ***
Enclosures:
Note
and Security Deed both dated February 20,
August 3, Notice of
Servicing Transfer (“Hello Letter”)
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For
inquiries and complaints about your mortgage loan, please contact our CUSTOMER
SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention:
Customer Service, *** *** *** *** ** ***, or by calling
***. Please include your loan number on all pages of
correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage
Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern
Time, Monday through FridayYou may also visit our website at ***
-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 *** *** *** *** ** ***
ARKANSAS
Carrington Mortgage Services, LLC
('CMS') is licensed with the Arkansas Securities DepartmentYou may file
complaints about CMS with the Arkansas Securities Department (Department) at
*** *** *** *** *** *** *** *** *** *** *** ***You may obtain further information by calling the Department's general
information number at *** *** or toll-free, *** *** or faxing the
Department at *** *** or visiting the Department's website at ***
For a list of standard or common loan servicing fees charged by CMS, please
visit the CMS website at ***
Colorado:
For Colorado Residents:
*** ** *** *** ***
*** ** ***
*** ***
Massachusetts:
NOTICE OF IMPORTANT RIGHTS
YOU HAVE THE RIGHT TO MAKE A WRITTEN OR ORAL REQUEST THAT TELEPHONE
CALLS REGARDING YOUR DEBT NOT BE MADE TO YOU AT YOUR PLACE OF EMPLOYMENT.
ANY SUCH ORAL REQUEST WILL BE VALID FOR ONLY TEN DAYS UNLESS YOU PROVIDE
WRITTEN CONFIRMATION OF THE REQUEST POSTMARKED OR DELIVERED WITHIN SEVEN DAYS
OF SUCH REQUEST. YOU MAY TERMINATE THIS REQUEST BY WRITING TO THE
CREDITOR
Minnesota:
Carrington Mortgage Services, LLC is licensed by the
Minnesota Department of Commerce
New
York:
New York City Department of Consumer Affairs License Number
This Collection agency is licensed by the City of Buffalo
license numbers: &
City of Yonkers Debt
Collection Agency License Number:
For New York residents: You may file complaints about CMS
with the New York State Department of Financial ServicesYou may obtain
further information from the New York State Department of Financial Services by
calling the Department’s Consumer Assistance Unit at *** or by
visiting the Department’s website at ***Carrington Mortgage
Services, LLC is registered with the Superintendent of the New York State
Department of Financial Services
North
Carolina:
Carrington Mortgage Services, LLC
is licensed under the North Carolina Agency Permit No& and
North Carolina Secure and Fair Enforcement Mortgage Licensing Act*** *** *** *** *** *** * *** *** ** ***
Tennessee:
This collection agency is
licensed by the Collection Service Board of the Department of Commerce and
Insurance
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
***

June 2,
*** *** ***
*** *** *** **
*** ** ***
RE: Complaint I.DNo.: ***
MLD Loan No.:
***
Dear Mr***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on May 7, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry
As we understand your complaint, you claim that you were pre-approved by CMS for a Veterans Administration (“VA”) loan to purchase a home. You allege that one week before the transaction was scheduled to close CMS requested additional financial information from you which you provided promptly that same day, but that as of the date of your complaint you have not been provided a status of your loan application. In addition, you state that the scheduled closing date of April 30, has been extended to May 8, 2015, but you do not know if or when you will be provided a loan approval. You claim that if you are unable to close by May 8, 2015, your invested funds for the appraisal, property inspection and earnest money will be lost
Upon review, our records show that you initially applied for a VA loan with *** *** *** on March 17, in the amount of $370,in order to purchase a home located at *** *** *** *** ** ***. On March 26, 2015, your loan application was submitted to CMS for review and disposition. On April 6, 2015, the loan was conditionally approved. A copy of the approval letter which outlines the terms and conditions is attached for ease of reference. On April 27, 2015, the appraisal report was completed and forwarded to underwriting for review and approval. As of April 30, 2015, the loan transaction could not move forward as the appraisal report had not been approved due to required revisions needed. On May 4, the underwriter requested the revisions that needed to be made to the appraisal report and on May 7, the revisions were completed. Your loan was cleared to close on May 8, 2015. Subsequently, the loan closed on May 12, and funded on May 14,
Based on the foregoing, we conclude that CMS processed your loan application in accordance with CMS and VA underwriting guidelines and completed the conditional requirements within a reasonable timeframe. Nevertheless, we acknowledge, that CMS missed opportunities to communicate better with you during this process and would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced in this matter, but also to thank you for bringing this matter to CMS’s attention. CMS is always looking for ways to improve service levels and your feedback is important us
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com

I have been trying to get Carrington Mortgage to resume Reporting to the credit bureaus the mortgage payments after my Chapter Bankruptcy for quite some time with no success I have already provided the signed letter and borrower authorization within the same letter to permit Carrington Mortgage to resume reporting to the credit bureaus by my attorney Numerous attempts have been made to get someone on the phone who can help me in this urgent matter in a timely fashion To my surprise no progress has been made just empty promises
I tried many times to contact the Bankruptcy department
On 3/25/ I Faxed documentation provided by Attorney4/7/I Got confirmation that documentation was received and would get a response from bankruptcy department in writing within days, nothing was received I again followed up with a phone call to check the status on this matter I was advised that nothing was received and therefore no day response would arrive The Person on

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
Regards,
*** ***

Carrington mortgage services was sold my loan from city finance
Mail a letter stated that everything is the same
January 2018, wrote a another letter stated that they were going to foreclose on our home
Send back any money received, if we continue to pay
Our loan was note late
The company Carrington mortgage services stated we did qualify to refinance due to other credit issues from credit card delinquent issues

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
As CMS as indicated, the error was made by them as follows: As
indicated in our prior response, the funds that were initially applied
to your account incorrectly due to a system error did not represent
payments made by you, and you were not entitled to the benefit of these
funds. Nevertheless, as an
expression of our commitment to the highest standards of customer
satisfaction, and in consideration of any inconvenience that this
misapplication and stop payment may have caused you, CMS agreed not to
pursue recovery of the remaining balance of $279.24, which resulted in a
$windfall credit to you. In
other words, you are free to keep those fundsBecause the matter has
already resulted in a windfall to you, we must again decline your
request for an additional $I DO NOT OWE CMS any money, the money they are referring to is in regards to the other loan in which the money should have been applied and not my loan. When I contacted CMS the representative stated they WOULD REFUND THE STOP PAYMENT FEE OF $AND NOW CMS IS BACKPEDDLING ON THEIR COMMITMENT TO REIMBURSETHEY ARE USING THAT AS AN EXCUSE TO DEFAULT ON A COMMITMENT TO REIMBURSE FOR AN ERROR MADE BY CMS TO WHICH THEY ADMIT WAS THEIRS AND NOT MINE
Regards,
*** ***

I am a disabled veteran (U.SNavy) and I used my VA Home Loan to purchase my homeOnce we were in our home for a year (Aug2015), I received a letter in the mail from Carrington stating that we no longer has homeowner's insurance & were now covered under them (w/ minimal coverage than what we had from our previous insurance company) & our mortgage increased by $200!! Appears to be a "workaround" since I had a fixed rate from my VA Home LoanI contacted my insurance agent, *** *** (***, *** *** *** ***) & she advised me that she sent in the renewal insurance to Carrington on several occasionsI contacted Carrington and of course, they stated they have never received anything! So, they increased my mortgage & this unexpected increase has caused me a financial hardshipLast October, I got behind on my mortgage payments & applied for assistance, which Carrington declined! This mortgage company has very unethical practices; they fin

As noted by a great many others, Carrington is the most disreputable, dishonest, and untrustworthy company I have ever been forced to deal with How the Revdex.com can give them a A+ rating while 97% of their reviews are negative along with complaints is beyond understanding My loan was sold to them effective November and since then its been nothing but implied threats and one hassle after another trying to deal with them Most recently I notice that my mortgage payment had increased by $ My taxes and insurance escrow payments to my former lender was $for Carrington showed a decrease to $for T & I in so my monthly payment should have gone down not up After paying my taxes and Insurance there was a surplus of $in escrow Turns out, in what I consider a violation of my mortgage contract, and federal or state law, Carrington arbitrarily, without prior notice of any kind, and without authorization, decided to impose what they refer to as a Escrow Cushion of $to my account although at no time have I ever been short on my escrow This unjustified monthly charge is what raised my mortgage rate Spoke with Escrow rep Cynthia who refused to provide her last name She stated Carrington has the right to charge an additional months worth of payment This is deplorable conduct on the part of a company I don't know what recourse I have, if any, but I will file as many complaints as I can

I am writing on behalf of one of my customersShe is an elderly woman who had an insurance claim for her front doorIt has been nothing short of a nightmare to help her get a new doorWe have been given the run around by this companyI finally got the deposit for services, but am told we will not get the rest until after the job is complete and has been inspectedI was originally told the inspection would be 3-days from installI called prior to install to get it schedule for the same or day after the installationI called on 8/I was then told it would take 3-business days for the inspection company, to call me to schedule the inspectionIt has now been days and I have heard nothing from the inspection companyI called Carrington again and was told that they don't know when they will callThe girl sent an email to the department that orders these inspections but said it would be another day turnaround before they had any answerSo then it will be 6-days since inspection was requestedOnce inspected, we will have to wait another 24-hours for the inspection company to turn in a report to the mortgage companyThen they will have another 3-days to review the reportThen, we may or may not get paidMy client is an elderly woman who has a door that is falling apart and who is unable to close her door, let alone lock itI strongly believe that this company is taking advantage of its customers including the elderlyI have filed a complaint with the Attorney General for the State of Ohio and plan to file in CA as wellThis company is incompetent I am curious how a company with complaints has an A+ rating with the Revdex.com? How much are they paying for this rating?

On Jan 8, we put a contract on a house / propertyWe chose Carrington as our mortgage loan providerWish I would've researched them firstAt first they lost our paperwork for a month, they asked for crazy information, and to make a long story short we had to change banks after FOUR months of waitingWe had to resubmit the same paper work over and over after they lost our papers the first timeSo after the first month, we wait two more monthsResubmit requested paperwork....againThen after another month (total of four) the sellers decided they didn't want to continue extending our contract without a close dateThey refused to give us a close dateOn the last day of our contract, we are informed that the person in underwriting had up and quit a month agoSo our loan was in limbo for a month!!! There is zero communication with this companyAfter moving to another bank we are able to close within or so days since all the title work, appraisal and inspections are complet

The following *** *** insurance claim checks were mailed - unendorsed - with the appropriate documentation to CarringtonCheck 1: $2270.48, dated 9/11/Check 2: $1396.64, dated 12/14/($total) Check 3: $9967.23, dated 1/26/($total) Check 4: $dated 2/15/($total) Check for $2547.25, dated 3/18/16, was mailed back unendorsed, stating the claim is over $10KHowever, the claim exceeded $10K with the 3rd check two months ago in JanuaryI was not expected to endorse the first three checks; Carrington endorsed, returned, and I deposited and paid my contractorsI included the estimate, as previously requiredBut before now, no photographs were previously required; no contractor bids/estimates were necessary, nor was an Affidavit of Loss Draft Claim neededThis process began in August, and we are anxious to have the job completedIt is our responsibility to order replacement kitchen cabinetry which we are unable to do without these fundsThis is why we need the check endorsedAdditionally, a sixth check is in the mail for other subcontractors who are waiting to be paid in a timely manner, without the hassle of this red tapeThe final check will not be sent until all work is finishedFeel free to contact our contractor...He has been paid in the amount of $AND $E-mail or call our flooring subcontractor...He has received $6043.08.Desired Outcome: Endorsement of all future insurance claims checks to expedite payment to contractors for services rendered

July 28, 2016 Original response sent via EMAIL *** *** *** *** *** *** *** *** ** *** ** *** RE: Loan
No.: *** Complaint No.: *** Property Address: *** *** *** **, *** ** *** Dear Mr*** and Mr***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 1, 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 inappropriately charged fees to your account and failed to properly disclose those feesYou also claim that the fees assessed are substantially higher than expected At the outset, our records show that your loan has been consistently past due since October of When an account becomes past due, CMS routinely orders property inspections to ensure the property has not been abandoned and has not fallen into disrepairThus, our records show that CMS completed several property inspections due to your loan falling thirty or more days past duePlease note that the costs for these inspections are recoverable from you per the terms and conditions of the Deed of Trust, under Uniform Covenants, Section 14, Loan Charges, Page Attached for your review is a copy of the Deed of Trust, which includes the following provision on point: Lender may charge Borrower fees for services performed in connection with Borrower’s default, for the purpose of protecting Lender’s interest in the Property and rights under this Security Instrument, including, but not limited to, attorneys’ fees, property inspection and valuation feesAlthough 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 of fee being assessed As of the date of this letter, our records indicate that you have been assessed a total of thirteen property inspection fees totaling $Below is an itemization of all property inspection fees relevant to your inquiry: Date Assessed Fee Amount Paid Fee Balance 12/16/$$$02/10/$$$03/16/$$$04/13/$$$07/01/$$$09/01/$$$10/28/$$$11/20/$$$12/15/$$...⇄ TOTAL: $ In addition to the property inspection fees mentioned above, the Note, at page 4, Section 7(A) under “Late Charges for Overdue Payments” states that a late charge will be assessed if CMS has not received the full monthly payment by the end of the grace periodA copy of the Note has also been attached for your review With regard to the application of payments to this loan as they pertain to fees, please note that payments are applied in the following manner in accordance with the terms of the Note: Principal, Interest, Taxes and Insurance, and Escrow AdvancesFinally, any remaining amount is applied to Late Charges, Corporate Advances, and Fees in that order On August 22, CMS received a payment in the amount of $1,Of this payment, $1,was applied to the August payment and the remaining $was then applied to the outstanding late feesPlease note, late fees were assessed in the amount of $due to the August 1, payment being received after the grace periodTherefore the remaining $was applied to late fees leaving a late fee balance due of $ On September 15, 2014, a payment in the amount of $1,was receivedOf this payment, $1,was applied to the September payment and the remaining $was then applied to late feesThis brought the late fee balance to $0.00. It is also important to note that you were not assessed a late fee for the month of September as your payment was received prior to the end of the grace period Please note that after the September 15, payment, CMS did not receive another payment until December 16, During this time, late fees were charged to your loan for the months of October and November in the amount of $each, for a total of $Pursuant to the security instrument for your loan, as long as your loan is past due any remaining amount left over after funds are applied towards a regular payment will be placed in suspense as unapplied funds until sufficient funds are received to satisfy all delinquent paymentsPlease refer to the previously referenced attached copy of your Deed of Trust On December 16, 2014, a payment in the amount of $3,was receivedThis payment was applied as follows: $2,was applied to the October and the November payments in the amount of $1,480.49, and the remaining $was applied to the suspense balanceOn or about March 6, your escrow account was analyzedThe March 6, escrow analysis was conducted due to the fact that CMS made a large disbursement from your escrow account towards delinquent property taxes in the amount of $13,Pursuant to the March 6, escrow analysis, your projected escrow disbursement for your escrow cycle beginning May 1, and ending April 30, was calculated to be $1,More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning May 1, and ending April 30, were calculated to be $1,015.00, which if spread over a twelve (12) month period is equal to approximately $every month Please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent 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, the Real Estate Settlement Procedures Act (“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 an escrow 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 *** Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning May 1, and ending April 30, Please note that CMS opted to collect a 1/12th escrow cushion of your total projected escrow disbursement for your yearly homeowners insurance premiumCorrespondingly, the total escrow cushion that CMS may collect is $84.58, which represents one month of escrow payments It is important to understand that the March 6, escrow analysis also included the large disbursement that CMS made on your behalf for your delinquent property taxesConsequently, based on the calculations from the March 6, escrow analysis, your low point escrow balance was negative $13,As a result, in order to reach a low point escrow balance of $84.58, the 1/12th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $13,($13,plus $equals $13,625.85)Please note that your escrow shortage was spread over a twelve month period starting with your May 1, mortgage paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $1,138.95, from $1,to $2,Attached for your review is a copy of the escrow analysis for March 6, Please note that CMS did not receive another payment until May 29, During this time, late fees were charged to your loan for the months of December 2014, January 2015, February 2015, March 2015, April 2015, and May in the amount of $eachThis brought your unpaid late fee balance to $ On May 29, 2015, a payment in the amount of $4,was receivedThis payment was applied as follows: $4,was applied to the December 2014, January 2015, and the February payments in the amount of $1,each. The remaining $was then applied to suspense, increasing the unapplied funds balance to $ Our records indicate that you filed for protection under a Chapter Bankruptcy, case number 15-13621, on June 12, As you are aware, the court dismissed the case on June 24, for failure to file the necessary documents required by the court Please note that when CMS places a Bankruptcy flag on a loan, an adjustment is performed on the loan to show the late charges as assessed so that they can be properly included with pre-petition amounts due in a proof of claimAt the time of the June 12, bankruptcy filing, your loan was due for the March 2015, April and May paymentsFor this reason, on June 15, 2015, your late fee balance due was $ On July 1, 2015, CMS received another payment in the amount of $3,This payment was applied as follows: $2,was applied to both the March and April payments in the amount of $1,each. The remaining $was then applied to suspense, increasing the unapplied funds balance to $ Subsequently, as you are aware, on July 13, your bankruptcy case was closedOn July 30, 2015, the bankruptcy flag was removed from your loan and the aforementioned late fees in the amount of $would have in the ordinary course reverted back to an unassessed status per CMS policyInstead, the $in late fees were waived, reducing your late fee balance from $to $ Please note that CMS did not receive another payment until July 31, During this time, late fees were charged to your loan for the months of May and June in the amount of $eachThis brought your unpaid late fee balance to $Due to an inadvertent clerical error, CMS assessed a second late fee for the May paymentUpon discovering the inadvertent clerical error, CMS proceeded to refund you for a late charge in the amount of $69.96, notice of which was mailed to your attention on July 26, via regular mail On July 31, 2015, a payment in the amount of $4,was receivedPursuant to the March 6, escrow analysis, your payment was applied as follows: $2,was applied to the May paymentIn order to complete the June payment of $2,619.44, $was reversed from your suspense account and combined with the remaining funds of $2,The suspense balance, having been reduced by $418.86, was then $ On August 3, 2015, CMS performed another escrow analysisDuring the August 3, escrow analysis, your projected escrow disbursement for your escrow cycle beginning August 1, and ending July 31, was calculated to be $1,More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning August 1, and ending July 31, were calculated to be $1,015.00, which if spread over a twelve month period is equal to approximately $every month Again, it is important to understand that the August 3, escrow analysis also included the balance of the disbursement that CMS had previously made on your behalf for your delinquent property taxesConsequently, based on the calculations from the August 3, escrow analysis, your low point escrow balance was negative $10,As a result, in order to reach a low point escrow balance of $84.58, the 1/12th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $10,($10,plus $equals $10,219.41)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 decreased by $283.87, from $2,to $2,Attached for your review is a copy of the escrow analysis for August 3, Please note that CMS did not receive another payment until August 14, During this time, a late fee was charged to your loan for the month of July in the amount of $69.96, bringing your late fee balance to $ On August 14, 2015, a payment in the amount of $2,was receivedThis payment was applied to the July payment, leaving the loan due for the August payment On August 25, your loan was scheduled for a routine annual escrow analysisDuring the August 25, escrow analysis, your projected escrow disbursement for your escrow cycle beginning October 1, and ending September 30, was calculated to be $1,More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning October 1, and ending September 30, were calculated to be $1,015.00, which if spread over a twelve month period is equal to approximately $every month Again, it is important to understand that the August 25, escrow analysis also included the balance of the disbursement that CMS made on your behalf for your delinquent property taxesUnlike your prior escrow analyses, please note that CMS opted with the August 25, analysis to collect the maximum escrow cushionIn other words, CMS opted to collect a 1/6th escrow cushion as permitted by RESPAConsequently, based on the calculations from the August 25, escrow analysis, your low point escrow balance was negative $8,As a result, in order to reach a low point escrow balance of $169.16, the allowed 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $8,($8,plus $equals $8,600.77)Please note that your escrow shortage was spread over a twelve month period starting with your October 1, mortgage paymentResultantly, that is the reason why your overall monthly mortgage payment decreased by $134.88, from $2,to $2,Attached for your review is a copy of the escrow analysis for August 25, Please note that CMS did not receive another payment until October 29, During this time, late fees were charged to your loan for the months of September and October in the amount of $each, bringing your late fee balance to $ On October 29, a payment in the amount of $4,was receivedThis payment was applied as follows: $4,was applied to the August and September payments in the amount of $2,each. The remaining $was then applied to the suspense balanceThis increased the suspense balance to $ Please note that CMS did not receive another payment until February 1, During this time, late fees were charged to your loan for the months of November 2015, December 2015, and January in the amount of $each, bringing your late fee balance to $ On February 1, a payment in the amount of $9,was receivedThis payment was applied as follows: $8,to the October 1, 2015, November 1, 2015, December 1, 2015, and January 1, payments in the amount of $2,each. The remaining $was then applied to the suspense balance of $bringing the suspense balance to $1,According to the payment hierarchy the total suspense balance of $1,was applied towards your escrow account On May 6, a Notice of Intent to Foreclose (“NOI”) was sent to youThe NOI addressed the payments due for February 1, through May 1, for a total amount due of $10,The NOI went on to state that subsequent payments, late charges, and other fees would be added to the above stated reinstatement amount as they were assessed On May 27, 2016, CMS received a call from you where you were advised of a total amount due of $10,It is important to mention that this amount included a late fee of $that was assessed after the May grace period had elapsedYou informed the CMS representative that you were only able to make a payment of $9,You went on to state that you would be able to pay the reinstatement amount when you received your bonus checkYou did not confirm the exact date you would be receiving your bonus, but you insinuated that you would most likely be able to pay by June 3, The CMS Representative went on to acknowledged the NOI that was sent May 6, The CMS Representative also advised you that the NOI would expire thirty days from the date of the letterThe expiration date the associate provided was June 6, You were advised that as long as the payment was received before the expiration date via certified funds that the payment would be acceptedYou were also advised of the June 1, payment that would be due before the NOI expirationThe CMS Representative continued by stating that subsequent payments, late charges, and other fees would be continue to accrue until the loan was brought current The CMS Representative also went on to offer loss mitigation assistance during the callYou refused the assistance by stating you would be bringing the loan current, although you were unable to provide the exact dateThe call ended with no solid payment arrangement On June 1, you placed another call to CMSYou stated you were obtaining a cashier’s check in the amount of $10,and would be mailing in the paymentThe CMS associate strongly recommended that you send the payment via overnight mail or Western UnionThe associate also provided you with the total amount due of $12,You then stated that you were going to overnight the payment of $10,and anticipated bringing the loan current by June 15, Please note that CMS did not receive another payment until June 6, By that time, late fees were charged to your loan for the months of February 2016, March 2016, April 2016, and May in the amount of $each, bringing your late fee balance to $1, On June 6, 2016, the payment of $10,was received and applied to your loan as follows: $8,was applied to the February 2016, March 2016, April 2016, and May payments in the amount of $2,eachThe remaining $1,was then applied to the suspense balance Please note that CMS did not receive another payment until June 30, During this time, a late fee was charged to your loan for the month of June in the amount of $69.96, bringing your late fee balance to $1, On June 30, 2016, our records show you made a payment in the amount of $2,via the Interactive Voice Response (“IVR”) system, which was applied to the June paymentAs a result, your loan was brought current through June Therefore, according to the payment hierarchy the suspense balance of $1,was applied towards the outstanding late fees totaling $1,and property inspection fees totaling $ That same day, after completing your IVR payment, you elected to contact CMS to inquire about the total amount due on your loanYou stated that you had just made a payment via the IVR systemAfter hearing the total amount due you followed the phone prompts to speak to a CMS Representative as you had questions regarding the outstanding fees due on your loanThe associate informed you that the amount stated on the IVR was for the June 1, payment of $2,along with late charges and uncollected feesYou then stated that the payment you made June 6, 2016, in the amount of $10,should have covered all delinquent payments and fees owed on the loanThe CMS associate stated that the NOI sent May 6, advised of subsequent payments, late charges, and other fees that would be added to the reinstatement amount as they were assessedPlease keep in mind that, per your previous conversations with CMS, you were provided this information as wellAttached for your reference is a copy of your July 1, 2016, statement which illustrates how the June 6, and June 30, payments were applied to your loan As of the date of this letter, the amount to bring your loan current with payments and fees is $2,This amount consists of your July 1, payment of $2,200.69, a late fee of $69.96, and property inspection fees totaling $ Furthermore, in an effort to lower your monthly mortgage payment, your escrow account was analyzed on July 25, During the July 25, 2016, escrow analysis, your projected escrow disbursement for your escrow cycle beginning August 1, and ending July 31, was calculated to be $1,More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $1,Correspondingly, your total disbursements for your escrow cycle beginning August 1, and ending July 31, were calculated to be $1,027.00, which if spread over a twelve month period is equal to approximately $every month Like your prior escrow analysis performed on August 25, 2015, CMS continued to collect the 1/6th escrow cushion as permitted by RESPAConsequently, based on the calculations from the July 25, escrow analysis, your low point escrow balance was $As a result, in order to reach a low point escrow balance of $171.16, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $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 decreased by $703.31, from $2,to $1,Attached for your review is a copy of the escrow analysis for July 25, Based on the aforesaid investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalfFurthermore our records are clear that CMS assessed late fees and property inspection fees pursuant to your mortgage loan agreementWith regard to your request for CMS to disclose all fees prior to collecting funds from you, please note that CMS does provide an itemized list of all outstanding fees inclusive of late charges and property inspections on your monthly mortgage statementAdditionally, please note that CMS is not obligated to disclose fees that will be collected from you in advance, but will assess fees pursuant to the terms of your mortgage loan agreement Finally, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM, Eastern TimeYou can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** *** or fax your correspondence to *** *** We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, *** *** Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA ***, 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 *** *** *** *** ** ***

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 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
At the outset, please note that the servicing of this loan was transferred from Chase to CMS on or
about October 2, Attached for your ease of reference is a copy of the October 6,
Notice of Service Transfer ("Hello Letter") sent to you by CMS that notified you of the service
transferAt the time of the service transfer your loan was contractually current and showing due
for the October 1, payment in the amount of $1,This payment consists of a
principal and interest payment of $and a monthly escrow collection of $
It is important to note, that while CMS began servicing the loan as of October 2, 2014, the Real
Estate Settlement Procedures Act ("RESP A") at USC 2605( d) prevents CMS from treating
any payment as late for any purposes until the expiration of sixty days after the effective date of
the servicing acquisitionThis sixty day period is specifically intended to allow the acquiring
servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the
records of the acquiring servicer reflect the correct loan information
On October 11, 2014, CMS received funds in the amount of $1,that were sufficient to
satisfy your October 1, mortgage paymentOn October 14, 2014, you initially contacted
CMS and the CMS representative informed you that the hazard and wind insurance policy on file
at that time was with Nationwide Insurance ("Nationwide") which covered the period from
October 22, to October 22,
That same day, CMS was contacted by your insurance agent with you on the phone callDuring
this phone conversation, CMS was asked if a new insurance policy with Farm Bureau ("FB")
was received by CMSThe CMS representative informed you that a new policy from FB was
not received at that timeThe CMS representative then requested that you provide the updated
FB insurance policy along with the cancelation notice from Nationwide
The following day, your evidence of hazard and wind insurance with the FB was received;
however, CMS was still not in receipt of the Nationwide cancelation notice as requestedA
review of the FB policy found that the annual premium for hazard and wind insurance was
required to be received on or before October 22, Please note that CMS would be unable to
begin the process to issue the payments to FB until CMS received confirmation that the
Nationwide policy was canceledAlthough you did not provide CMS with the cancelation
notice, CMS contacted Nationwide directly on October 16, and confirmed that your policy
with Nationwide was canceled
On October 17, 2014, CMS updated the loan servicing records to reflect the new annual hazard
policy in the amount of $and annual wind policy in the amount of $These new
FB annual premium amounts were verified with your insurance agentThe insurance payments
were processed and disbursed from your escrow account the same dayCMS followed its
disbursement process and issued the payments directly to FBThe payments were issued
to FB via a bulk check that also included additional payments to FB for other loans serviced by
CMS that were also insured with FB
On October 20, 2014, CMS spoke with you and during this phone conversation, you expressed
your dissatisfaction that CMS issued the payments directly to FB rather than sending the
payments to your insurance agentThe CMS representative informed you that CMS followed its
escrow disbursement practices and would work to assist you in ensuring the payments
would be sent directly to your insurance agent
It is also important to note that CMS would be unable to place a stop payment on the funds that
were sent to FB because the check that was previously sent to FB included payments for other
loans and any cancelation of the payment would unjustly affect other loan serviced by CMS
Nevertheless, as an expression of our commitment to the highest standards of customer
satisfaction, CMS issued duplicate payments directly to your insurance agent on October 22,
That same day, you contacted CMS and requested a letter indicating that CMS would insure the
loan in an event of a claimable loss since your insurance policy was canceledCMS was unable
to provide you with this information as CMS is not authorized by applicable law to directly
provide property insurance products to consumersCMS then contacted your insurance agent to
determine whether your insurance policy was actually canceledCMS was informed that your
insurance agent received and applied the hazard insurance premium; however, CMS was advised
that in order to verify whether the wind policy was canceled, CMS would need to contact FB
directly
As directed, CMS then contacted FB directly and inquired whether the wind policy was
canceledThe CMS representative was able to confirm that FB received and applied the wind
policy payment, and that the wind policy was not canceled as you indicatedOn October 24,
2014, your insurance agent contacted CMS and notified the CMS representative that the
duplicate payments that were sent on October 22, were receivedAccordingly, CMS
requested that your insurance agent return the duplicate payments to CMS and your insurance
agent confirmed that the payments were returned to CMS
On October 29, 2014, CMS received funds in the amount of $,which were sufficient to
satisfy the payment that would be come due on November 1, On November 10, 2014,
CMS received the returned insurance payments and after voiding the checks, the duplicate
payment of$for the hazard policy and the $for the wind policy were credited back
to your loan
CMS then requested that your escrow account be analyzed to account for the returned duplicate
payment which analysis is scheduled to be completed in the very near futureOnce completed,
the escrow analysis will be mailed to you for your reviewAttached for your ease of reference is
a copy of your loan payment history
Based on the foregoing, we believe the record is clear that upon being notified that your
insurance policies with Nationwide were canceled on October 16, 2014, CMS diligently took the
necessary actions to ensure that your new insurance policies with FB were paid within only four
business days, thereby avoiding any cancelation of your insurance policies with FBShould you
wish to further discuss your escrow account, 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 the complaintIf you
have any further questions, please contact the undersigned at ###-###-####, Monday through
Friday, 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ***
Customer Advocate

February 16, Original Sent via Email *** *** *** *** *** *** ** *** RE: Loan No.: *** Property
Address: *** *** *** *** ** *** Complaint No: *** Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint (“Inquiry”) filed with the Revdex.com (“Revdex.com”) received in our office electronically on January 27, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry This notice is intended only for the person(s) to whom it is addressed. Please do not read or copy this notice if you are not that person(s). If you received this notice in error, then please notify CMS immediately, and return the notice to us as soon as possible For further information please contact: Carrington Mortgage Services, LLC Attn: Customer Service Department *** *** *** *** ** *** Telephone *** *** Please note that this letter and the related documents are provided for informational purposes only, and in response to your inquiry. As we understand your Inquiry, you claim that following receipt of an escrow analysis on December 30, 2016, a payment in the amount of $was processed through the CMS online website on January 3, in order to cover the escrow shortage on your loan (“January 3, Payment”). However, you inquiry states that on January 10, 2017, the funds were instead applied towards the principal balanceYou state that you spoke with a CMS representative by telephone on January 20, 2017, who advised that the funds would be applied to the escrow shortage, and that a new analysis would be completed. You further state that follow up calls were placed to CMS on January 20, 2017, January 24, 2017, and January 26, 2017, but that you are still uncertain when the funds will be applied to escrow and a new analysis will be completed Your Inquiry further claims that, due to CMS’s failure to apply the funds to escrow, your payment due February 1, will increase from $1,to $1,701.00. Your desired resolution is for CMS to apply the funds paid on January 3, in the amount of $to your escrow account, and to run a new escrow analysis before February 1, Our records indicate that on November 28, 2016, CMS processed a payment in the amount of $1,via Speedpay for your payment due December 1, 2016. On the same date, November 28, 2016, CMS sent you a letter (“November 28, Letter”), informing you that your request to begin CMS DirectPay was approved and the first draft would be on December 1, in the amount of $1,613.40. A copy of the November 28, Letter is attached for your referenceCMS then drafted a payment of $1,on December 1, that was applied to your January 1, mortgage payment On December 30, CMS performed an escrow analysis with an effective date of February 1, (“December 30, Escrow Statement”). A copy of the December 30, Escrow Statement is attached for your reference. The December 30, Escrow Statement notified you of a $escrow shortage that would become part of your monthly payment collected for a period of twelve months from February 1, 2017. On January 1, 2017, CMS drafted another payment of $1,613.40; however, because the amount was not sufficient to complete the full February 1, mortgage payment of $1,701.81, the funds were placed into unapplied funds. Our records indicate that on January 3, 2017, you called CMS to advise that you were not aware that a payment would be drafting on December 1, 2016, and also regarding the projected escrow shortage. On the same date, you processed a payment in the amount of $via Speedpay on January 3, (“January 3, Payment”). It appears that that you intended for the January 3, Payment totaling $to be applied towards your loan’s escrow shortage. However, on January 5, 2017, the January 3, Payment totaling $was applied to the loan as follows: $was applied along with the funds in unapplied as the February 1, payment of $1,701.81, and the remaining $was applied toward the principal balance. CMS apologizes for any inconvenience you may have experienced as a result of this inadvertent application of the funds in a manner other than you intended. On January 10, 2017, CMS reversed the previous transactions and placed a total of $2,in unapplied funds. CMS then issued you a refund check in the amount of $1,per your request, and submitted a reversal request in order to apply the $January 3, Payment towards the escrow account. A copy of the January 10, correspondence enclosing the refund check is attached for your reference Our records indicate that on January 20, 2017, January 24, 2017, and January 26, 2017, you spoke with CMS representatives via telephone, and were advised that the reversal request was still being processed, and that upon completion, a new escrow analysis would be sent to you by mail with your new payment amount and effective date. Following the January 24, call, the reversal request was escalated As outlined above, your inquiry was received electronically by CMS on January 27, 2017. Our records further indicate that on January 31, you again spoke with a CMS representative via telephone, and were advised that CMS would call you back to confirm that the reversal request was completed. On the same date, January 31, 2017, CMS completed the reversal, and applied $to your escrow account as you intended Accordingly, a new escrow analysis was performed with an effective date of February 1, (“January 31, Escrow Statement”), which removed the escrow shortage of $reflected in the December 30, Escrow Statement. A copy of the January 31, Escrow Statement Escrow Statement is attached for you reference Our records indicate that CMS spoke with you on January 31, to confirm that the reversal request was completed, and to provide you with the updated escrow amounts and projections. Accordingly, CMS considers this matter resolved We apologize again for any inconvenience you may have experienced as a result of this inadvertent failure to apply funds as you intended, and trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** ** *** Customer Advocate CC: Revdex.com

I am satisfied with the outcome, my refund has been received. Thanks,.*** ***

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,
*** ***

I sold my town home on 12/12/ My original loan was with *** ** *** In December it was sold to Carrington Mortgage I was told to wait and if I hadn't received my escrow refund in weeks to contact the mortgage company I first contacted *** ** *** and after a couple calls they told me to contact Carrington Mortgage because my loan was sold to them I never received anything from Carrington about my loan, no welcome letter, no packet, nothing Not a huge deal since I paid the loan off with the sale, however the issue of the escrow remains I have contacted Carrington Mortgage several times time (at least 4) and have been extremely patient giving them opportunity to refund my escrow which they acknowledge is $ They state the first check went out 1/3/17, then stated a second check was mailed in February, now are telling me a check was mailed 3/16/ I have yet to receive a check They refuse to send it certified and even after they say they are stopping pa

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.This company has caused me at least $during 2016, including their automatically deducting a mortgage payment in January after being told to deduct no more payments. This resulted in several bounced checks for which I was charged a fee, plus a $stop payment charge and several visits to my bank to try to straighten out the errors committed by Carrington. Now they claim to have a consumer advocate department which is a joke. I am contemplating writing to the *** Attorney General about this companyCarrington owes me much more than the late fee I am requesting
Regards,
*** ***

I was recently transferred from Bank of America receiving my first statement dated 9/14/ I then received the Customer Help Ref to set up an online account
Upon doing so immediately - my account was already flagged
I tried numerous times after that - still flagged Then suddenly I receive not copy - but copies of the same exact letter - Notice of Intent dated days later - 9/without even a chance to make a payment by 10/ Seriously ??????
Today, I finally had a chance to call during your hours - which coincidentally are the same as mine and almost impossible for me to make phone calls for personal business I was answered by Terrance, I believe, .....I wanted to make a payment
He said my account was flagged (or in so many words) and I had to pay in full the past due balance, otherwise I could not make a monthly paymentIf I wanted to pay in full, I had to send a certified check in the full amount Questions he asked? Do I live there ? What are my intentions for the property ?? All I wanted to do was make a payment to my account
I never had these problems with Bank of America and I went thru bankruptcy & a loan modification with them They accepted my payments !!!
I haven't been a customer for even a month with Carrington & I get treated like this ???
I called to make a payment to my account - what company doesn't wish to take a payment especially when one is due???