Carrington Mortgage Services LLC

Attached is a copy of our response to rebuttal for complaint # [redacted] .February 17, [redacted] , [redacted] ***RE: Loan No.:Complaint ID:Dear [redacted] : [redacted] The Customer Advocate Department of CarTington Mortgage Services, LLC ("CMS") is inreceipt of your rebuttal filed with the Revdex.com received in our office via email onFebruary 5, CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may haveThe following is our response to the issue(s) raised in yourrebuttal.We regret that you were dissatisfied with our response to your complaintCMS is committed tothe highest standards of customer satisfaction and professionalismFor this reason, we take alllegitimate complaints regarding the conduct of our business very seriouslyAlthough weunderstand you are not pleased with the outcome, your complaint was investigated fairly and webelieve it was resolved appropriately.Moreover, to date CMS has not received copies of your bank statements as indicated in yourrebuttal, and therefore our investigation results are supported by the records available to CMS inthis matterAttached are copies of the aforementioned late payments for your ease of reference.It is important to note that the September 1, 2014, October 1, 2014, and January 1, 2015payments were sent to CMS through a bill pay service, and the date on the check is usually thedate the payment was drawn against your bank account, however, that date is not the date thepayment was received by CMSLastly, as the above-mentioned payments were received afterthe fifteen (15) day grace period, CMS respectfully rejects your request to waive the late feesaccessed to your loan for the months of September 2014, October and January 2015.We trust that this communication addresses all of the concerns noted in the complaintIf youhave any further questions, please contact the undersigned at [redacted] , Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.Customer Service AdvocateCC: Revdex.com Sincerely yours, [redacted] Customer Advocate [redacted] [redacted] ** [redacted] Office: [redacted]

July 14, [redacted] ** [redacted] RE: Complaint ID: [redacted] Loan No.: [redacted] Property Address: [redacted] *, [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal to our response to your complaint (the “Rebuttal”) filed with the Revdex.com (“Revdex.com”) and received in our office via email on July 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 the inquiry As we understand your Rebuttal, you indicate that you have reviewed our response to the initial complaint, and have determined that it does not resolve your complaint In addition, you allege that in January CMS did not comply with your request to cancel the auto-draft payment that was scheduled for January 5, You allege that, as a result, several checks were returned unpaid by your bank, you incurred about $in fees, and it took you several visits to your bank to resolve errors you believe were caused by CMS We regret that you were dissatisfied with our response to your complaint CMS is committed to the highest standards of customer satisfaction and professionalism, and for this reason, we take all legitimate complaints regarding the conduct of our business very seriously Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response and address any outstanding concerns in this matter As mentioned in our prior response, our records show that your payment, check number 2937, in the amount of $740.00, was in fact received by CMS’s payment processing center in Phoenix, AZ on February 19, That same day, this payment was applied to your February 1, payment in the amount of $734.09, and $was applied to principal curtailment Per the Note terms and conditions, if the Lender has not received the full monthly payment required within fifteen (15) calendar days after the payment is due, the Lender may collect a late charge in the amount of four percent (4.000%) of the overdue payment amount Accordingly, a late fee in the amount of $was appropriately assessed to your loan because the February 1, payment was received by CMS after the grace period Under the circumstances, CMS declined your request to waive this fee As you are aware, our CMS Research Department also received inquiries from you on March 3, and April 20, 2016, which raises the exact same issues as this current complaint Accordingly, CMS researched the loan and a response was sent to you on April 7, and May 18, respectively via regular mailFor your ease of reference, attached hereto please find copies of CMS’s responses dated April 7, and May 18, Upon further review, the records show that you signed up for auto-draft payments on October 26, The first payment was scheduled to be drafted from your bank account on December 5, Attached for your ease of reference is a copy of your signed agreement Thereafter, on December 23, you called CMS and during this call you requested that your auto-draft service be canceled for the payments that were scheduled to be drafted on January 5, and February 5, The CMS Representative informed you that your auto-draft service could not be canceled for the upcoming payment of January 5, 2016, as CMS required a written request business days prior to the scheduled draft date to cancel the service You requested to speak to a Supervisor, and the call was warm transferred to a Supervisor The CMS Supervisor explained that there was not enough time to cancel the auto-draft payment scheduled for January 5, 2016, but that CMS could process your auto-draft cancelation request to stop the February 5, auto-draft payment You informed the CMS Supervisor that you would place a stop payment on the January 5, auto-draft payment The CMS Supervisor informed you that if your auto-draft of January 5, did not clear your bank, return check fees could be assessed to your loan You also indicated that you would send CMS your written request to cancel the auto-draft service for the next scheduled auto-draft payment of February 5, The CMS Supervisor also informed you that once you canceled the auto-draft service, it could take up to days to reactivate this service The CMS Supervisor provided you the fax number to send your request to cancel the auto-draft service You indicated that you understood the information provided to you by the Supervisor Thereafter, on January 5, CMS processed your scheduled auto-draft payment in the amount of $734.09, and this payment was applied to your January 1, payment in the amount of $On January 7, this payment was returned by your bank unpaid, and the reason given for the returned payment was “stop payment” Additionally, the January 1, payment was reversed and the due date was rolled back to January 1, On January 11, CMS sent you a letter that notified you of this returned check Attached for your ease of reference is a copy of this letter On January 20, 2016, you called CMS and processed a payment in the amount of $734.09, using the CMS automated phone pay system This payment was applied to your January 1, payment in the amount of $ On January 25, 2016, this payment was also returned by your bank unpaid and the reason given for the returned payment was again “stop payment” Additionally, the January 1, payment was reversed and the due date was rolled back to January 1, On January 26, CMS sent you a letter that notified you of this returned check Attached for your ease of reference is a copy of this letter On January 26, 2016, you called CMS and during this call the CMS Representative informed you that your January 20, payment had been returned unpaid by your bank, due to a stop payment request that had been initiated by you You informed the CMS Representative that you had called your bank and asked your bank to remove the stop payment, and therefore, this payment should not have been returned unpaid You indicated that you wanted to replace this payment and requested to make a payment by phone The CMS Representative processed your request for a payment by phone in the amount of $734.09, and also waived the associated fee of $ That same day, this payment was applied to your January 1, payment in the amount of $ On February 5, 2015, CMS processed the scheduled auto-draft in the amount of $734.09, and this payment was applied to your February 1, payment That same day, CMS received your request to cancel your auto-draft service, and that same day the auto-draft service cancelation was completed by CMS On February 9, 2016, CMS received this payment from your bank unpaid and the reason given for the returned payment was “stop payment” Additionally, the February 1, payment was reversed and the due date rolled back to February 1, On February 11, 2016, CMS sent you a letter that notified you of this returned check Attached for your ease of reference is a copy of this letter Please note, that CMS did not assess any late fees or return check fees to your loan for the January 1, payment For your ease of reference, attached is a payment history that shows your payment transactions from November 2, to July 5, Based on the foregoing, we believe that the record is clear that CMS processed your payments in accordance with the established payment processing policies and procedures Moreover, please be advised that CMS denies, generally and specifically, all claims and allegations of wrongdoing contained in your correspondence Simply put, your claims and allegations have no basis in fact or law, and therefore are completely without merit 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 [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate -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, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -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 [redacted] -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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.While Carrington did a great job of summarizing my mortgage payment history, they did not address the issue The issue that was not addressed is the fact that they are misleading customers by advertising an "automatic payment" that is not automatic and is actually a manual process that can not be completed unless a Carrington employee processes a payment While they did advise that a payament made on the last day of the month falling on a Sunday may not post until the following business day, it was too late because it was the last day of the month on a Sunday and I was making the payment via the "automated" phone system They state that they do not have record of my attempted on-line log in November 27th, but I have a screen shot from the attempted log in Again I am asking that someone review the verbiage being used and change it to fit the service that they really offer When I make an "automated payment" with Verizon wireless, the payment posts to my account immediately, I receive notification that the payment was made and any additonal collection activities are immediateley suspended This is an "automated payment" because the payment automatically posts to my account When a company offers a service where a representative from their company has to be present to process a payment, it is not automated and should not be advertised that way I would like to see the day late removed from my credit bureau for the November payment Regards, [redacted] ***

My mortgage was sold to this company tooFirst of all the third party payment portal is WESTERN UNIONAt first I was not able to make an additional principal or escrow payment on my mortgage because they did not have the technologyI was told If I want to pay extra I wold have to mail the separate payment to a different addressThat seems convenient! After trolling the CEO on linked in and badgering him with failure to keep his software current The lack of customer service is less than poorThe company has no email address to write to an 8-customer service shiftI now have a $fee to pay my mortgage! I am ready to refinance just to get away from this sorry [redacted] company!

August 25, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Ms [redacted] : The [redacted] 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 30, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that your loan was recently sold from [redacted] (“***”) to CMSShortly thereafter, you claim that CMS informed you that your monthly mortgage payment would increase in order to collect an escrow shortageAlso, you state that CMS informed you that your flood insurance would no longer be disbursed from your escrow accountConsequently, your desired resolution is for CMS to pay your yearly flood insurance premium from your escrow account or refund you the total amount due for your yearly flood insurance premium from your escrow account so you may pay the insurance company directly At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, At the time of the service transfer your loan was contractually current and due for the May 1, payment Based on a review of your loan, please be advised that on May 8, CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”)For your reference, attached hereto as Exhibit “A” please find a copy of the May 8, AEADSThe purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning July and ending June More specifically, the AEADS projected that your yearly county taxes would be $3,877.85, your yearly homeowners insurance premium would be $1,420.00, and that your yearly flood insurance premium would be $Correspondingly, your total disbursements for your escrow cycle beginning July and ending June were calculated to be $5,711.85, which if spread over a 12-month period is equal to approximately $every month That said, 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 a 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 [redacted] Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning July and ending June The total escrow cushion that CMS may collect is $951.96, which represents two months of escrow payments Based on the calculations from the May 8, AEADS, your low point escrow balance was $As a result, in order to reach a low point escrow balance of $951.96, the allowed 1/6th escrow cushion, CMS would have collected an escrow shortage in the total amount of $Please note that your escrow shortage would have been collected over a twelve (12) month period starting with your July 1, paymentResultantly, that is the reason why your overall monthly mortgage payment increased by $39.97, from $2,to $2, Thereafter, on July 14, our records indicate that CMS reanalyzed your escrow account and sent you a new AEADSFor your reference, attached hereto as Exhibit “B” please find a copy of the July 14, AEADSPlease note that CMS reanalyzed your escrow account after being notified that the Federal Emergency Management Agency of the United States Department of Homeland Security no longer identified your property as being located within a flood zoneAs a result, the July 14, AEADS no longer projected a disbursement for a yearly flood insurance premiumMoreover, your new escrow shortage was calculated to be $instead of the previous escrow shortage in the amount of $As a result, your overall monthly mortgage payment decreased by $from $2,to $2, Nevertheless, please note that you still have the option to purchase your own flood insurance premium if you wish to have that coverageCMS will no longer disburse a payment on your behalf from your escrow account because our policy is to disburse a payment for flood insurance only when your property is located within a flood zone per the Federal Emergency Management Agency As of the date of this correspondence our records indicate you are next due for the September 1, payment in the amount of $2,As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late chargeIn other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the month As a result of our investigation we find no evidence of wrongdoing on CMS’s behalfAdditionally, we respectfully submit that the collection of the cushion is permitted by law and common within the mortgage industryTherefore, CMS will continue to comply with federal law and collect the allowable escrow cushionFurthermore, CMS will not disburse a payment from your escrow account for the yearly flood insurance premium or refund you the premium amount dueOnce again, you have the option to purchase your own flood insurance premium if you wish to have that coverage In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , 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, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] 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, [redacted] ***, or calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -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 [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

I had a insurance claim in August of My insurance company issued a check to Carrington Mortgage and myself for over 13kI then sent it to the mortgage company with everything they requestedThey sent me a check for just over 3k to [redacted] and myself [redacted] ended up not performing the work so I had to call and cancel the checkI then requested to have the funds made out to myself (since their paperwork allowed it) and I would pay the contractors as I wentI was talk at the end of December I would have a new reissued check by January 12, January 12th passed and I was told they denied my check because I had an outstanding check alreadyI then requested to have an inspection because the work is completeThey said I would hear from the inspection company within business daysThat would have made January 17, the 5th business dayI reached out to the mortgage company who then said I would hear from them by today (the 19th) still no callI reached back out to them a

September 9, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Ms [redacted] : The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on August 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 your inquiry As we understand your rebuttal, you allege that your flood insurance premium has never been required and that you have always voluntarily chosen to purchase itYou go on to say that CMS is creating a financial hardship for your family by no longer disbursing the yearly flood insurance premium amount from your escrow accountAs a result, you want CMS to reconsider its decision and to disburse the yearly flood insurance premium amount from your escrow account As a preliminary matter, CMS is unable to disburse a payment from your escrow account for an insurance premium unless it is requiredIn your particular case, your property is not located within a flood zone per the Federal Emergency Management Agency (“FEMA”) and a flood insurance premium is not requiredResultantly, CMS is unable to disburse the yearly flood insurance premium amount on your behalf from your escrow account We acknowledge that as a former customer of [redacted] (“***”), you may have been accustomed to different escrow account featuresPlease know that CMS strives to satisfy all reasonable expectations, and therefore we will address your concern of allowing borrowers to escrow optional insurance products with CMS managementRegrettably, CMS does not currently offer that option and will be unable to disburse a payment for your yearly flood insurance premium Moreover, to comply with federal law, CMS provides all customers with a disclaimer confirming our status as a debt collectorPlease understand that CMS’s intent when providing you with the disclaimer is not to make any statement regarding the status of your account, but is instead intended to protect you, as our customer, by notifying you that any information you discuss with our office might be used to collect a debt in the event your account were to become delinquentIn other words, CMS provides you with the disclaimer out of an abundance of caution and with the objective of helping you to protect your rights as a consumerIf you wish to have a better understanding of debt collection and your rights as a consumer, CMS encourages you to visit the consumer webpage of the Federal Trade Commission website at [redacted] Additionally, if you cannot afford your new monthly mortgage payment, please know that CMS does offer various mortgage assistance programsIf you would like to explore the mortgage assistance opportunities that may be available to you, we encourage you to visit our website at [redacted] or call our Home Retention Department to speak with a representative at [redacted] , Monday through Friday, from 7:00AM to 6:00PM, Pacific Time As a result of our investigation, we again find no evidence of wrongdoing on CMS’s behalfAdditionally, we once again respectfully submit that the collection of the cushion is permitted by law and common within the mortgage industry and that CMS will continue to comply with federal law and collect the allowable escrow cushionAs a reminder, you have the option to purchase your own flood insurance premium if you wish to have that coverageLastly, because we have now addressed this issue on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] 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, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -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 [redacted] -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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

August 24, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Co-borrower: [redacted] Property Address: *** [redacted] Dear Mr& Mrs [redacted] : 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 29, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that your loan was recently transferred from [redacted] (“***”) to CMSYou go on to say that you enrolled in auto draft shortly after the service transfer and that CMS has failed to apply any of your auto draft paymentsAlso, you state that your CMS online account reflects an incorrect payment historyConsequently, your desired resolution is for CMS to apply all of your monthly mortgage payments since the effective date of transfer, correctly debit your monthly auto draft mortgage payments, and to provide you with an accurate payment history At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, At the time of the service transfer your loan was contractually current and due for the April 1, payment As a preliminary matter, please accept this correspondence as confirmation that CMS corrected your auto draft checking account number as of July 29, and successfully debited your checking account on August 15, in the amount of $2,and applied it to your August 1, payment That said, our records indicate that CMS received your initial auto draft request on April 28, and enrolled you that same dateYour first auto draft payment was scheduled to be debited on May 14, in the amount of $2,and to be applied to your May 1, paymentOn May 14, 2015, CMS debited your May 1, payment but was unable to locate your checking accountAs a result, CMS sent you a Payment Rejection Letter on May 19, advising you that we were unable to locate your account and to contact our Collection Department at [redacted] with any questionsThen, on June 15, CMS debited your June 1, payment in the amount of $2,but was again unable to locate your checking accountAs a result, CMS sent you another Payment Rejection Letter on June 18, Thereafter, on July 15, CMS debited your July 1, payment in the amount of $2,but was again unable to locate your checking accountAs a result, CMS sent you a final Payment Rejection Letter on July 21, For your reference, attached hereto as Exhibit “A” please find a copy of the May 19, 2015, June 18, 2015, and July 21, Payment Rejection Letters, respectively That said, our records indicate that on July 29, CMS corrected your account number for the monthly auto draft mortgage payments due to a clerical error when your auto draft was initially activatedResultantly, that is the reason why your May 1, 2015, June 1, 2015, and July 1, monthly mortgage payments were not debited from your checking accountCMS sincerely apologizes for this inadvertent error and for any inconveniences you may have experienced On August 15, our records indicate that CMS successfully debited your checking account in the amount of $2,which was applied to your August 1, paymentMoreover, please accept this correspondence as further confirmation that all late fees assessed as a result of your May 1, through July 1, mortgage payments have been waived and that no credit delinquencies have been reported to the credit bureausLastly, as of the date of this correspondence, your loan is next due for the September 1, payment in the amount of $2,and that CMS is scheduled to debit your checking account on September 15, For your reference, attached hereto as Exhibit “B” please find a copy of a twenty-four (24) month payment history along with the transaction codes and definitionsOnce again, CMS sincerely apologizes for this inadvertent error and for any inconveniences you may have experienced In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] , 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, [redacted] or fax your correspondence to [redacted] We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] 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, [redacted] ***, or calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -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 [redacted] -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I just faxed my paperwork that I received from [redacted] in June to your customer service rep like she requested when I called a couple weeks agoIn those documents, one shows [redacted] advising me of my payments starting November 1st, 2015, as being $1,I was told by [redacted] rep that they were allowing me to pay the principle & interest for the first 6months, then resume payments on November 1stThis is why my payments were only $1,Have you reviewed that paperworkIf you need a copy please let me know Regards, [redacted]

January 20, [redacted] * [redacted] ** [redacted] RE: Loan No.: [redacted] Complaint ID: [redacted] Dear Mr [redacted] : 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 January 3, 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 contacted CMS in November to make arrangements to pay the December 1, payment in the amount of $1,414.91, which included late fees and scheduled the payment to be drawn against your bank account on December 16, However, you called CMS to change the payment date to December 15, and the amount to $1,223.76, which did not include late fees, and the CMS representative confirmed these changes Subsequently, you discovered that CMS did not cancel the first payment in the amount of $1,and processed both payments against your bank account, causing you to also acquire an overdraft fee in the amount of $ In addition, you state that your attempts to resolve this matter with CMS have been unsuccessful and although you have been told that CMS will refund the duplicate payment, as of the date of your complaint you have not received anything Upon review, our records confirm that on November 17, 2014, you contacted the CMS to schedule a check by phone payment in the amount of $1,414.91, which included late fees, with a process date of December 16, On December 11, 2014, you contacted CMS to change the previously scheduled payment date to December 12, and the amount of the payment to $1,208.76, which did not include late fees On December 19, 2014, you contacted CMS and informed us that both payments had been processed in error and that you were also charged an overdraft fee in the amount of $by your bank The CMS representative asked you to fax copies of the canceled checks and bank statement to have the matter researched That same day, your correspondence was received via fax and the information was forwarded to a CMS Supervisor for review On December 22, 2014, you contacted CMS to obtain a status update on the payment issue and the CMS representative informed you that there was no update noted on file However, the CMS representative suggested that you fax the documentation directly to the CMS Supervisor and she provided you with the fax and telephone number for the CMS Supervisor On December 23, 2014, you contacted CMS and requested to speak with the CMS Supervisor, and you were informed that the Supervisor was not available: however, per the notes on file, CMS was processing your refund of the duplicate payment On December 26, 2014, CMS sent you a refund check in the amount of $1,414.91, for the duplicate payment On December 29, 2014, CMS sent you a refund check in the amount of $for the overdraft bank fee Based on the foregoing, we acknowledge that CMS missed opportunities to provide you with a more timely response to your request to cancel the original scheduled payment for December 16, 2014, and process your refunds, 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 (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] 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, P.O Box 54285, Irvine, CA 92619-4285, or calling 1-800-561- 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.m to 9:p.mEastern Time, Monday through FridayYou may also visit our website at myloan.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 STATEMENT- Pursuant to section of the Housing and Community Development Act of 1987, you may have the opportunity to receive counseling from various local agencies regarding the retention of your home You may obtain a list of the HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number at (800) 569- -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting the Customer Service Department at (800) 561-4567, Monday through Friday, 8:a.m to 9:p.mEastern Time or by mail at P.OBox 54285, Irvine, CA –

In December of I called customer service and made a double house payment that was supposed to cover December and January payments The payment was processed for December only and at the end of January I was told that the payment was submitted to be corrected and it would be fixed in business days It is now weeks later and my account is still not corrected I have been told numerous times that someone who is "handling my account" will contact me and they have not I am being sent foreclosure letters and correspondence that says that I have not communicated with the company about my account yet I call every week and am told to either call back or that someone will call me My account is to the point now that I owe January, February, and March and they will ONLY take a double payment from me I fear a double payment will again get processed wrong I am in the process of [redacted] repairs and starting a new job so funds are extremely tight

December 28, ORIGINAL response SENT VIA regular mail [redacted] E [redacted] G [redacted] *** [redacted] *** *** [redacted] [redacted] *** [redacted] [redacted] *** [redacted] [redacted] [redacted] [redacted] Dear Mr& Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on November 28, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand the complaint, you are requesting for CMS to confirm that the principal curtailment in the amount of $8,you received in connection with the closing of the loan recently originated by CMS was applied to regular monthly mortgage payments, as well as to remove all late fees assessed to your account, to remove any derogatory account information that may have been reported to the credit reporting agencies, and to provide you with confirmation that your account is current and in good standing As a preliminary matter, on December 28, I personally called you to provide you with a current account status and to advise you that CMS had already applied a portion of the principal curtailment in the amount of $8,towards a monthly mortgage paymentAdditionally, solely as expression of our commitment to the highest standards of customer satisfaction, and not as an admission of fault, wrongdoing or of the validity of your claims, I also informed you that CMS had agreed to remove all late fees assessed to your account and suppress any derogatory account information reported to the credit reporting agencies During this phone call, I explained that your account was due for the December 1, mortgage payment in the amount of $4,318.82, whereas you have an unapplied funds credit balance remaining from the original principal curtailment funds in the amount of $4,The difference between the payment due and the unapplied funds credit balance is $I therefore proceeded to advise you that a payment in the amount of $was required from you to complete your December 1, mortgage payment In response, you indicated for the first time that you did not want to pay the $and instead demanded that CMS apply your current unapplied funds credit balance toward the December 1, mortgage payment and consider the payment satisfied Consequently, please accept this correspondence as confirmation that, as indicated above, CMS has waived the late fees assessed to your account and will submit an Automated Universal Data (“AUD”) form to all of the major credit reporting agencies (TransUnion, Experian, and Equifax) with specific instructions to suppress any derogatory information reported on your accountPlease allow for up to thirty (30) days from the date of this letter for the credit reporting agencies to receive and process the AUD and to update and correct your credit report In closing, please also accept this correspondence as confirmation that CMS is currently evaluating your demand to complete your December 1, mortgage payment with your current unapplied funds credit balance and will inform you of our decision shortly under a separate cover We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] J [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561- Please include your loan number on all pages of correspondence The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Problem: I made an online payment to Carrington Mortgage on February 12, Typically I receive a confirmation email, and I did not although I had a screen shot of the confirmation # [redacted] Over the next few days, I checked my online bank statement, but the payment was not withdrawnTypically this happens within 24-hours of paymentI was concerned, so on February at 6:55pm est, I called Carrington and spoke with [redacted] She said she could see the confirmation for the online paymentBut if I was concerned about my payment being posted, I could make a second paymentIf the initial transaction went thru, then the second transaction would go to March's paymentI asked about a late fee, and she told me of I made a payment that same evening, which I did, THERE WOULD BE NO LATE FEEYet when I went to pay March's payment, the amount was $higher than it should have been, and at that time, no explanation for the higher amountSince I am limited on space, I will abbreviateBut since then I have sent emails and made calls to resolve the issueOn 3/at 7:10pm est, [redacted] told me she could see notes of my conversation with [redacted] on 2/12, confirmed that [redacted] told me no late fee, but [redacted] could not issue creditWhen I asked to speak with supervisor, I was on hold for minutes before I gave upOn 4/5:28pm est , I called and spoke with **When I asked to speak with a supervisor, she said and I quote "NO WAY" and hung up on meI called back, eventually got thru to [redacted] in the escalations department who promised the credit before my May payment was dueYet the credit was not available when I made my May payment, and now it is time for June's paymentIn general, Carrington Mortgage has been a nightmare to deal withAfter years with [redacted] , they sold the loan to CarringtonIn the last months I had have multiple issues with Carrington,, far more than I ever had in years with [redacted] .Desired Outcome: Refund of $that I was told would not be charged, then told would be credited, and still has not been resolvedSecond, any subsequent corrections to my credit report to reflect the errorLast, contact information for SOMEONE at Carrington Mortgage that will actually reply and assist when needed Regards, [redacted] ***

March 25, [redacted] ** [redacted] RE: Complaint ID: [redacted] Loan No.: [redacted] Property Address: [redacted] ***, [redacted] ** [redacted] Dear Ms [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on March 2, 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 paid your February 1, payment timely on February 16, 2016, using the CMS website and received confirmation of this payment from [redacted] via email You go on to say that when you received your billing statement from CMS later that month, the statement showed that a late fee had been assessed to your loan in the amount of $35.88, and you dispute this fee because you believe your February 1, payment was paid to CMS before the end of the grace period You indicate that you called CMS to discuss this matter and requested that the late fee be waived; however, the Supervisor that you spoke with declined your request and informed you that you had made the payment after the cut-off time of 11:PM, Eastern Time Lastly, you allege that the Supervisor informed you the late fee would not be waived because you waited until the last minute to make your payment and also hung up on you Upon review, our records show that on February 16, you made a payment in the amount of $using the CMS website at 11:02:PM Eastern Time This payment was applied to your February 1, payment the following day on February 17, 2016, which is after the expiration of the fifteen (15) day grace period The reason for processing this payment the following day is that you made this payment after the cut-off time of 11:PM Eastern Time established for payments made through the CMS website Therefore, CMS assessed a late fee in the amount of $to your loan Below, for your ease of reference is a copy of this payment transaction Additionally, please note that the CMS website provides payment information and disclosures that includes the cut-off time for payments submitted using the website Below, for your ease of reference is a snap shot of this information: Lastly, we did not find any evidence to support your claim that the CMS Supervisor handled the call in an inappropriate manner or hung up on you It is important to note that your payments are due on the first day of each month and are considered late on the day after the due dateNevertheless, per the Note terms and conditions, if the Lender has not received the full monthly payment required within fifteen (15) calendar days after the payment is due, the Lender may collect a late charge in the amount of four percent (4.000%) of the overdue payment amount Base on the foregoing, we conclude that the late fee in the amount of $is due and payable because the February 1, payment was received by CMS after the grace period Under the circumstances, CMS declines your request to waive this fee In closing, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error 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 [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] 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, [redacted] ***, or by calling [redacted] 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 [redacted] -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 [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -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 [redacted] -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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** ARKANSAS Arkansas Residents Only: Carrington Mortgage Services, LLC ('CMS') is licensed with the Arkansas Securities DepartmentYou may file complaints about CMS with the Arkansas Securities Department (Department) at [redacted] ***, [redacted] ***You may obtain further information by calling the Department's general information number at [redacted] or toll-free, [redacted] or faxing the Department at [redacted] or visiting the Department's website at [redacted] For a list of standard or common loan servicing fees charged by CMS, please visit the CMS website at [redacted] Colorado: For Colorado Residents: [redacted] 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 [redacted] This Collection agency is licensed by the City of Buffalo license numbers: [redacted] & [redacted] City of Yonkers Debt Collection Agency License Number: [redacted] 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 [redacted] or by visiting the Department’s website at [redacted] 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 [redacted] & [redacted] and North Carolina Secure and Fair Enforcement Mortgage Licensing Act [redacted] ***, [redacted] *** 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, [redacted] ***, [redacted] *** A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted]

Spoke with Steve M , id # [redacted] Carrington customer service Rep todayHe was very rude and not helpful at all, actually he hung up on meHe had an attitude from the beginning of the the call until he hung up on mePOOR CUSTOMER SERVICE U can never get a rep on the phone and when you do, its minutes laterEverytime you press zero for a rep the phone line disconnects Poor customer service and not a good mortgage companyFinance elsewhereVery disappointed that Bank of America sold my mortgage to Carrington

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Complaint Type: Billing or Collection Issues I originally filed a complaint (# [redacted] ) with the Revdex.com stating Carrington Mortgage would not finalize my transfer loanMy loan was finalized a month after they received the complaint! Thank you Revdex.com for your help! My new concern is that after they finalized the loan they claim I owe $for property inspection fees (my property was never vacant, abandoned or loan in default) late charges, door lock changes, reinstatement fees, property insurance fees, and attorney feesi was making on time monthly payments while they were dragging their feet "Processing the loan" from the transfer date of June until it was finalized March of In the months I repeatedly inquired about completing the loan, I was assured all the fees would fall off once it was finalized and not to worryThe day Carrington Mortgage received my loan I was sent unnecessary threatening foreclosure letters even though I was making agreed monthly paymentsI called every time I received these letters and they assured me it was a "Process and to ignore the letters, my loan would be finalized ASAP." In the final documents it doesn't state an exact amount owed for these erroneous feessince the final documents have been signed I'm not able to pay my mortgage online or through the automated system because my account (according to them) always shows in arrears ($1585.42)I'm also assessed a monthly late fee because of said arrearsI have asked Carrington Mortgage for the photos of the so called "Property Inspections" and "Door lock changes" that never took placeAll the fees Carrington Mortgage claims I owe are erroneous due to the fact that they purposefully dragged their feet to complete the final documents (in order to make money) until the Revdex.com got involvedThe services they claimed they performed are falseIt's my experience that Carrington Mortgage takes advantage of homeownersIt does not take months to complete a loan transfer unless of course it's a money making scheme preying on hardworking citizens.Desired Resolution: Billing AdjustmentsDesired Outcome: I would like the $1,removed from my account ASAP Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below There are three major concerns in regards to my home loan and servicingFirst there is no acknowledgment or follow up to discuss why my loan received three separate escrow analysis starting prior to my home loan transfer second on June and finally July My home loan balance originally was $in escrow analysis was completed in which a one time payment of $was to be made followed by a reoccurring monthly payment of $All these payments were made However because of a 2nd escrow analysis done in June based off an incorrect Tax Installment from [redacted] my home loan payment went up for one month to $ Finally a third escrow analysis was completed in July in which my home loan decreased to $To be clear my tax installment decreased and my mortgage insurance remained the same; yet CMS still charged me an elevated rate in August instead of backdating to the original escrow analysis;once they were aware that my tax installment had decreasedAlso, I spoke directly with an employee by the name of Lamont who stated to I did not have to pay an elevated amount unless I wanted to apply it to my principle and to continue to make my payment of $However I am told time and time again that they no longer have this recording False! Furthermore the company assessed my monthly payments to my principal balance without my consent causing our account to collect erroneous late chargesAfter multiple inquiries into my account and after my Revdex.com complaint did someone finally move my payment from principal to unapplied funds in the amount of $1,808.87-short $of my original payment amountThis was after they removed late fees that they erroneously charged to my account leaving in my unapplied balance $(short -$380.54) I spoke with [redacted] and asked her why were the late fees not taken off of my account or identified that the escrow analysis was in excess as well as in error Her continual response was that they sent me documentationI received no documentation however I made multiple phone calls to CMS, as well as emails and written disputesNone of my request were responded to until I included the Revdex.com and the consumer financial protection bureauUnfortunately my husband and I were considered insignificant and did not require a response; unless larger authorities were involved Most recently in the midst of my complaints to both agencies I spoke with the following CMS employees; [redacted] , [redacted] and [redacted] from the escalations department [redacted] in particular agreed that the escrow analysis was incorrect it should have been backdated to the time of my original escrow analysisShe went on to state that she was going to dispute the August payment & request that all late charges are removedShe also told me that she was forwarding this information to her supervisor ***I stated this to Miss [redacted] and asked her to listen to the most recent recordings in which she said she could not find themWhat I find is a coincidence is that all of the information to rectify this matter can somehow no longer be foundFurthermore there is no customer service from CMS They have no desire to resolve this matter provide any potential solution other than "no", "we can't" or "contact FHA"I believe this was a deliberate attempt to sabotage our home loan to prevent us from refinancing as our loan came over from [redacted] eligible for refinanceLast, I have never had one late payment with [redacted] my financial situation has only increased since leaving [redacted] yet the only difference is CMSPlease help My family looks forward to your correspondence and willingness to resolve this matter amicably Regards, [redacted] & [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 (Carrington Mortgage Services) still makes it unavailable to pay additional principal and escrowHere's an example of what I mean when I say their website makes it unavailable to pay additional principal and escrow Hopefully someone can contact these people and give them this prime example so they can fix this easily fixable problem(I tried their customer service, they couldn't do anything) Regards, [redacted]

November 6, [redacted] RE: Loan No.: [redacted] Case No.: [redacted] Dear Ms [redacted] : The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on October 23, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you claim you logged on to the CMS Loan Servicing Website and attempted to make your October 1, payment; however, the checking account information was not stored by the site so that you had to re-enter the checking account information before completing the paymentYou go on to say that you made a mistake in entering your checking account information which caused the payment to be returnedYou stated that when you spoke to the CMS Customer Service Department, you were informed the account would be assessed a late fee as the payment was received after the sixteenth (16th) of the monthYou requested to speak with a Supervisor, and you allege the Supervisor was rude while communicating with you in regard to the late charge assessed to your loanYour desired resolution is to have the late charge of $removed from your loan We have completed a review of your loan and note that on October 16, 2015, you made the October 1, payment of $through the CMS Loan Servicing Website On October 21, 2015, our records indicate the payment made through the CMS Loan Servicing Website on October 16, was returned due to an Invalid Account NumberIt is important to note that since you submitted your payment to CMS on the last day of the late charge period, and the payment was subsequently reversed five (5) days later, CMS was unaware of the incorrect banking information until your financial institution confirmed the account number was invalid On October 22, 2015, the CMS Customer Service Department contacted you in connection with the October 1, paymentDuring the phone conversation the Representative confirmed the payment was returned due to an Invalid Account Number and that your loan would be assessed and billed a late charge as the payment would now be received after the grace periodYou cited the payment was made on the sixteenth (16th) of the month and that you should not be assessed a late chargeAs the Customer Service Representative was unable to remove the late charge you requested to speak with a Supervisor In speaking with the Customer Service Supervisor, you reiterated that you had made your payment on the sixteenth (16th) of the month and that you had never missed a payment with CMSYou cited that you had recently switched bank accounts, which is why you were required to enter your new banking information through the CMS Loan Servicing WebsiteThe Supervisor reviewed the routing and checking account number entered and noted the checking account number differed from the prior payment secured on September 15, A review of the checking account information from the payment secured on September 15, indicated your financial institution as [redacted] with the last four numbers of your checking account number as ***The payment secured on October 16, indicated your financial institution as [redacted] with the last four numbers of your checking account number as ***The Supervisor encouraged you to submit your written request to waive the late charge directly to the CMS Customer Service Research Department, but indicated that ultimately you would likely be assessed and billed a late chargeThe Supervisor also reiterated that the CMS Loan Servicing Website does state that when making a payment, it is necessary to confirm the banking account information has been entered correctly As the Supervisor was unable to assist you in the removal of the late charge, you stated you would be filing a complaint with the Revdex.com and a complaint against the Supervisor who was assisting youWe note that while the Customer Service Supervisor was unable to remove the late charge, at no point within the conversation was the Supervisor rudeIn fact we find that on several occasions the Supervisor stated that they understood your situation and that they appreciated your diligence in taking care of your greatest assetFor your ease of reference I have included copies of the payments submitted to CMS on September 15, and October 16, for your review Based on the foregoing, we believe the record is clear the incorrect checking account number entered on October 16, was entered erroneously by you and was not a CMS errorWhile we sympathize with your circumstances, if the payment had been submitted closer to the due date there would have been an opportunity to identify the error before the late charge dateBy waiting until the last date on which a payment could be submitted without incurring a late charge, you left no opportunity for any error in making the paymentTherefore, the late charge of $is valid and will not be removed from your loanPlease note as a reminder, all payments are due on the first (1st) of each month and are assessed a late fee after the sixteenth (16th) of each month We trust this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:AM to 5:PM, Pacific Time Sincerely, [redacted] 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, [redacted] ***, or by calling [redacted] 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 [redacted] -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 [redacted] or toll-free TDD [redacted] , or by going to [redacted] You can also contact the CFPB at [redacted] , or by going to [redacted] -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 [redacted] -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 [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** TENNESSEE: This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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 The timeline and responses were a bit offHowever, I have received the final payment for the insurance claim and am content at this point Regards, [redacted]