Carrington Mortgage Services LLC

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

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 25,
Sent via the Revdex.com Portal and U.SMail:
*** ***
*** ***
*** *** ***
*** *** ** ***
RE: Case Number: ***
Loan No.: ***
Borrower: *** ***
Borrower: *** ***
Property Address: *** *** ***
***
*** ** ***
Dear Mr*** and Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) and received in our office on February 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 the inquiry
As we understand your complaint, you include an extra $with each mortgage payment to be applied towards your principal balanceAfter verifying that CMS would apply the $towards your principal balance, you state that CMS applied $of the $towards to your escrow balanceOn January 6, and January 11, 2016, you claim that CMS representatives indicated that CMS would correct thisOn January 22, 2016, you state that CMS applied another $to your escrow balanceSince the $in funds was not reversed from your escrow account, you called CMS on January 29, and spoke to a managerYou claim the manager advised you to submit a written request via fax because reversing $from your escrow account would have caused your escrow account to go negativeYou would like CMS to reverse the $applied to your escrow account and apply the funds to your principal balance
As an initial matter, we are pleased to inform you that we reversed the $from your escrow account and applied it to your principal balance on February 8, For your convenience, we have enclosed a copy of your payment history with transaction codes and definitions
A review of our records indicates that this Federal Housing Administration (“FHA”) insured loan originated on or about December 1, for $121,Enclosed are copies of your Note and Deed of Trust both dated December 1, Pursuant to the terms of your Note, the escrow account for your loan is established for the payment of your property taxes, homeowner’s insurance and other costs incurred in connection with your homeCMS collects a portion of your total payment each month for payment of escrowed costs
On December 2, 2015, CMS disbursed $for hazard insuranceThis disbursement reduced your escrow balance from $to $On December 15, 2015, CMS disbursed $for county taxesThis caused an escrow balance deficit of -$
Our records indicate that we received your payment for $1,on December 31, Of these funds, CMS applied $to your principal balance, $towards your interest payment, and $towards escrowThis reduced your escrow balance deficit from -$to -$
On January 1, 2016, we received your additional payment for $On January 4, 2016, CMS posted $of those funds towards your escrow balance because the December 15, escrow disbursement for county taxes caused your escrow account to go negative by $
On January 6, 2016, you called CMS to determine why the $was applied to your escrow accountAfter the CMS representative briefly researched your loan, she determined that your funds must have been applied to your escrow account in errorBefore ending the telephone call, she submitted a request to have the funds reversed from your escrow account and posted to your principal balanceOn January 11, 2016, a CMS representative verified that your request for reversal of funds was submitted but not completed
On January 22, 2016, CMS received your payment for $1,Of these funds, CMS applied $to your principal balance, $towards your interest payment, and $towards escrowCMS applied the $in funds towards your escrow pursuant to the terms of your NoteThis increased your escrow balance from $to $
On January 29, 2016, you spoke with a manager and expressed your displeasure that CMS had not reversed the $from your escrow accountYou claimed that your escrow balance was zero and would not have been negativeThe manager explained that you would need to submit a written research request via fax so that CMS could research the matter further
After receiving your complaint, we submitted a request to reverse $in funds from your escrow account and apply the full $to your principal balanceOn February 8, 2016, CMS reversed $from your escrow account and applied $to your principal balanceThis reduced your escrow balance from $to $
Finally, you assert that a CMS representative verified that your payment for $that CMS received on January 1, would be applied to principalAfter reviewing our records, we were unable to find any evidence to support this assertionCMS did not receive a telephone call from you in December
Based on the foregoing, CMS has accommodated your request to reverse $and apply $towards your principal balanceWe trust that this communication addresses all of your concerns noted in the complaintCarrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may haveWe can be reached at *** *** Monday through Friday, 8:AM to 5:PM, Pacific Time
Sincerely,
*** ***
Customer Advocate
Enclosures:
Note and Deed of Trust both dated December 1,
Payment History with Transaction Codes and Definitions

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that although the matter was not resolvedI will not pursue this any further. All I wanted to know was why CMS failed to apply all my principal money to the principal when they were the ones conducting the ESCROW reviewI will continue to pay as usual, but I will not trust them anymore and friends and family will know that they are not to be trusted
Regards,
*** ***

January 9,
*** ** ***
** *** ***
*** ** ***
*** *** *** ***
*** *** ** ***
*** *** ** *** *** *** ** ***
*** *** ***
Dear Mr***:
The Customer Advocate Department of Carrington Mortgage Services,
LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on December 20, 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 state that after faxing two requests to CMS to send you monthly mortgage statements, CMS was unable to locate such requests from youYou state that you then faxed a third request to CMS while on the telephone with a CMS representative and confirmed that the fax was received after waiting on the lineYou express dissatisfaction that you were told that it would take a month for CMS to issue a mortgage statement to youYou are requesting CMS to expedite the delivery of a mortgage statement to you which is needed in order to refinance your loan
As a preliminary matter, our records show that you filed for protection under a Chapter Bankruptcy, case number 11-on August 19, On December 7, the courts granted your request to discharge all secured and unsecured debts listed on your original petitionAs you did not reaffirm the mortgage debt prior to obtaining the discharge, you were no longer personally liable to repay the discharged debt; however, the discharge did not extinguish the lien on the subject propertyAs such, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan
As you may know, CMS is prohibited by law from attempting to collect a debt from you wherein your personal liability has been discharged under the United States Bankruptcy lawsPlease be advised that CMS has suppressed the mailing of monthly mortgage statements to you in case such statements might be considered as an attempt to collect the discharged mortgage debtCMS policy permits the sending of monthly mortgage statements to a borrower in such circumstances when the borrower specifically requests to receive mortgage statements from CMS
We understand that you are dissatisfied with the number of times that you had to fax your written request to CMS to have mortgage statements sent to youWhile CMS sincerely apologizes for any inconvenience you may have experienced due to CMS, CMS simply has no record of receiving such request from you prior to December 19, After receiving your written request on December 19, 2016, CMS updated your loan to begin sending you monthly mortgage statementsAttached for your ease of reference is a copy of the mortgage statement that was mailed to you by CMS on December 19,
Based on the foregoing, we believe the record is clear that once CMS was in receipt of your written request, CMS promptly issued the requested mortgage statement to you the same dayCMS sincerely apologizes for any miscommunication that you received to indicate that it would take CMS a month to begin issuing monthly mortgage statements to youShould you wish to further discuss this matter or any other aspect of your loan; we encourage you to contact CMS’s Customer Service Department at (800) 561-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 (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Eastern Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at 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 (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 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 1-888-267-
-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 (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA
COLORADO:
For Colorado Residents:
SAlton Way, Ste B
Centennial, CO
(303) 708-

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

My mortgage loan was transfer from *** *** to Carrington back in November of My credit score has drop because I do not have a current mortgage listed on my credit report I have contacted Carrington about this several times, and they still have not put it on my credit reports

May 3, Original response sent via regular mail *** ** ***
*** *** ***
*** ** ***
* RE: Loan No.:
*** File No.: *** Borrower: *** R*** Property Address: Bishop Street, Attleboro, MA Dear Mr***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 12, 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 has consistently called you each month with regard to the collection of your mortgage payments prior to the payment due dateAs a result, you feel that CMS’s actions in servicing your account are unprofessional, improper, and harassingConsequently, your desired resolution is for CMS to stop calling you each month with regard to the collection of your mortgage payments At the outset, please note that the servicing of your loan was transferred from *** ** ***, N.A(“***”) to CMS on or about December 2, At the time of the service transfer the loan was contractually current and due for the December 1, mortgage paymentAs you may already know, servicing rights arise at the time the loan is originated, but such rights are commonly bought and sold in the marketplaceConsequently, we respectfully submit that CMS acquired the servicing rights to the loan legally and in compliance with all applicable laws With regard to the phone calls you allege to have received from our office, please note that it is not CMS’s intent to be unprofessional, improper, or harassingOur calls are intended solely to provide you with a courtesy reminder that your mortgage payment is due in an effort to assist you to avoid a late charge and other adverse consequences of delinquencyFurthermore, in our review of the account, we have determined that none of the courtesy phone calls were made prior to the payment due dateNevertheless, CMS sincerely apologizes for any perceived unprofessional customer service you believe you may have received from our office during our attempts to contact you. That said, it is important to understand that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late charge will be assessed to your account pursuant to the terms of your mortgage loan agreementAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent In closing, you should know that CMS strives to accommodate all reasonable customer expectations and resolve all requests as quickly as possibleIf you would like for CMS to stop calling you to provide you with a courtesy reminder that your mortgage payment is due, please submit your request in writingTo expedite receipt of your written request, please send it via facsimile to my attention at (949) *** and I will make certain that your account is properly updated to stop any further courtesy phone calls Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalfContrary to your allegations, our records are clear that CMS has properly serviced your account pursuant to the terms and conditions set forth in your mortgage loan agreement and in accordance with all applicable lawsNevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, 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, P.OBox 5001, Westfield, IN or fax your correspondence to (800) 486- We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, *** ** *** Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA 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

I also have been having the same/similar issues as reviews below The company bought out my loan In September In June 2018, they raised my payment by over $per month saying my escrow changed My annual escrow (HO Insurance and Property Taxes) only increase a combined $or so for the entire year I was making half payments every two weeks for an extra payment per year I also made additional payments to principal throughout the year Now I am trying to refinance and my credit score dropped over points from excellent to fair because they reported a late fee They reported that my last payment made was October 19th when I had made a payment Nov 2, and payments the first week of December This covered the entire month of January On their payment history page on my account, they show no late charges and a month history of all my payments, including the November and December payment draft dates My payments have all been on time or in advance Since they reported the incorrect late fee to my credit report, they also said my principal balance increase by over $3, How can my principal balance increase when I have been making payment Now my credit is screwed and I can't refinance at a decent interest rate I try calling them to sort this out and it is a non-fluent English speaker in another country who answers the phone I ask to be transferred to an English Speaking American and they refuse to transfer me without providing my social I told them for security purposes, I will not provide that over the phone until they transfer me They refused to transfer If she had my account number, already, why did she need to verify before transferring? These people are putting my anxiety levels through the roof! It is consuming too much time

December 20, ORIGINAL response SENT VIA regular mail *** ** ***
*** ** *** *** *** *** ***
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*** *** ***
*** *** * ***
*** *** *** ***
*** *** ***
*** *** ** ***
*** *** ** ***
*** *** *** *** *** *** *** ** ***
Dear Mr& Mrs***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on November 29, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry As we understand the complaint, you state that you refinanced your loan with CMS in October of You go on to say that during the refinance process, the CMS loan officer assisting you with your refinance application advised you that you would be able to “skip” the November and December mortgage paymentsShortly after closing the refinance, you state that you received a mortgage statement indicating that your first payment due was scheduled to be paid on December 1, Consequently, your desired resolution is for CMS to allow you to “skip” the November and December mortgage payments as you were originally advised by the CMS loan officer Our records indicate that on August 23, 2016, you applied for a refinance with our Mortgage Lending DivisionThat same day, our office provided you with the initial refinance disclosures for your reviewSubsequently, on September 7, 2016, CMS received your signed Acknowledgment of Intent to Proceed with the refinance application along with the disclosuresThereafter, on September 12, 2016, CMS submitted your refinance application to our Loan Processing Department for reviewThen, on September 15, 2016, our Loan Processing Department submitted your complete refinance application to our Underwriting Department for a final reviewThe next day, on September 16, 2016, our Underwriting Department conditionally approved your refinance application and the loan was designated clear to close on September 20, Finally, CMS is happy to confirm that your loan closed on October 19, It is important to understand that you had the right to cancel the transaction, without cost, within three (3) business days from the latter of the date that you signed the closing documents or received the Notice of Right to CancelOur records indicate that you signed the closing documents and received the Notice of Right to Cancel on October 19, Consequently, if you wanted to cancel the transaction, your notice of cancellation was required to be received in our office by no later than midnight of October 22, 2016. As you already know, you did not elect to cancel the transaction and CMS was able to significantly reduce your loan interest rate from your prior loan rate of 4.5% to your current loan rate of 3.25% and your monthly principal and interest payment also decreased by $196.40, from $1,to $1, Because we are required by law to honor your right to cancel the transaction, please understand that the earliest possible business day that CMS could fund your loan was October 23, Our records indicate that your loan did fund on October 26, The next day, on October 27, 2016, CMS received the proceeds of the new loan, which were applied to pay off your prior loan in fullIn other words, your account (Loan No2000016489) was paid in full on October 27, For your reference and review, attached hereto as Exhibit “A” please find a payment history and account balances along with the transaction codes and definitions We are unable to find any evidence to support your allegation that the CMS loan officer advised you that you would be able to “skip” the November and December mortgage paymentsWe note that is not uncommon, depending upon the timing in any individual refinance transaction, for certain loan payments to be made from the proceeds of a refinance loanWhile some borrowers may regard this as “skipping” such payments, any payments due are in fact being madeWe regret that you had the impression multiple payments could be “skipped” in your case; however, we are satisfied that your application was processed appropriately and, as noted above, find no evidence you were misled regarding any payments due In addition, we note that on September 6, 2016, you signed an attestation affirming that you had not been instructed to skip a payment during the refinance processThat attestation states in pertinent part that regardless of the status of your refinance application, your current mortgage payment must be made timely to prevent any late fees or derogatory credit reportingAdditionally, you were advised that any payment that is thirty (30) days past due will be reported to the credit reporting agencies as delinquent and were strongly encouraged not to “skip” your current month’s paymentFor your reference and review, attached hereto as Exhibit “B” please find a copy of this attestation As a reminder, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your accountAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquentFurthermore, please understand that pursuant to your mortgage loan documents, it is your sole responsibility to make your mortgage payments timely regardless of the status of a refinance or a separate loan application Pursuant to the terms of your new mortgage loan agreement (Loan No***), your first payment to CMS was due on December 1, in the amount of $1,For your reference and review, attached hereto as Exhibit “C” please find a copy of the signed Note and Deed of Trust and the First Payment Letter along with the initial monthly mortgage statement for your December 1, mortgage payment As of today’s date, your payment history for Loan No*** indicates that your loan is current through December of The next payment due is scheduled to be paid on January 1, in the amount of $1, Based on the foregoing investigation and review of your account, our records are clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, and has properly serviced your loan pursuant to the terms of your mortgage loan agreementAs it pertains to your refinance application and the closing of your new loan, we believe the record is clear that CMS was professional and as timely as possible with the entire loan application review and approval processAs a result, contrary to your allegations, we are unable to find any evidence of wrongdoing on CMS’s behalf and submit that your refinance application was reviewed properly and pursuant to applicable law and program guidelines In closing, 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 (800) 561-4567, 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, P.OBox 3489, Anaheim, CA or fax your correspondence to (800) 486-5134. We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, *** ** *** Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

Carrington mortgage services was paid in full in June of I spent weeks and a phone call in every day trying to get them to unlock my online account so I could make payments onlineI was told by every single representative that it is in processIt was never unlockedI can not make payments over the phone nor can I make payments onlineThe payments I did made in June were never applied to my accountI think you are trying to take my home from me on purposeI just want to make a payment but you are unwilling to accept itI try calling in and no representative is willing to unlock or open payment channelsI am ready to make payments on my loanYou will not accept them

July 27, Original response sent via regular mail *** *** *** *** *** *** *** ** *** RE: Loan No.: *** Complaint No.: *** Borrower: *** *** Property Address: *** *** *** ***, *** ** *** Dear Mr***: The Customer Advocate 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 July 18, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your rebuttal, you are dissatisfied with the response that you recently received from our departmentSpecifically, you continue to claim that CMS failed to issue you an escrow refund check or provide you with evidence of insurance for the homeowners insurance that CMS purchased on your behalfYou go on to say that you have received numerous phone calls from our office and that each time you answer the phone there is no one on the callAs a result, you feel that CMS’s phone calls are unnecessary and harassingConsequently, your desired resolution is for CMS to address your current concerns Based on a review of your allegations and the information submitted in connection with your rebuttal, we respectfully submit that most of the concerns you have raised in your rebuttal have been thoroughly addressed in our initial responseConsequently, we strongly encourage you to review our initial response in its entiretyFor your reference and review, attached hereto as Exhibit “1” please find a copy of CMS’s response to your initial inquiry With regard to your claim that CMS has failed to issue you an escrow refund check, please note that CMS issued you an escrow refund check in the amount of $1,on April 19, for the escrow surplus pursuant to the escrow analysis performed on that same dayPlease further note that CMS sent you the escrow refund check via regular United States Postal Service mailIf you are not in receipt of the escrow refund check, please contact me directly at *** *** so I may assist you with issuing a replacement checkAs it pertains to your request for evidence of insurance for the homeowners insurance that CMS purchased on your behalf, our records do not indicate that you have requested a copy of that documentation from our Property Insurance DepartmentAs a reminder, if you have any questions or concerns with regard to the lender-placed homeowners insurance policy or coverage, we encourage you to contact our Property Insurance Department directly by phone at *** ***, Monday through Friday, from 7:00AM to 9:00PM, Central TimeNevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction, we have obtained a copy of the Notice of Lender Placed Hazard Coverage and Evidence of Insurance that CMS sent you on June 17, For your reference and review, attached hereto as Exhibit “2” please find a copy of the aforesaid correspondence With reference to the phone calls you claim to have received from our office, please understand that it is not CMS’s intention to be harassing or intrusive when attempting to contact youContrary to your allegations, CMS has called you in an attempt to make arrangements to resolve your current loan delinquency, to provide you with information regarding the consequences if you fail to cure your loan delinquency, and to advise you of the no-cost mortgage assistance programs offered by CMS that are designed to assist borrowers that may be experiencing a financial hardship or cannot afford their monthly mortgage payment Furthermore, please note that these phone calls were made through a dialer which will automatically transfer your call to a CMS representative once you answer the callPlease further note that it is not uncommon for customers to experience a slight delay while waiting to have their call transferred to a CMS representative and that our representatives are doing their utmost to answer all calls as quickly as possibleConsequently, that is the reason for CMS’s phone calls and also the reason why a representative may have not been immediately available when you answered the phoneThat said, if you want for CMS to cease any further telephone communication with you, please submit a written request directly to our Customer Service Research Department via facsimile to *** ***Please make certain to provide your account number on every page of your correspondence and to sign and date your request In closing, your payment history reflects that your account is current through May of and due for the June 1, and July 1, mortgage payments in the amount of $1,323.44, late charges in the amount of $79.38, and a property inspection fee in the amount of $for a total amount due of $1,For your reference and review, attached hereto as Exhibit “3” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions 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 TimeWe trust that this communication addresses all of the concerns noted in your rebuttalIf 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, *** *** ***, *** ** ***, 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 https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***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 *** *** ***, *** ** ***

April 20,
*** ** ***
*** *** ***
*** ** ***
RE: Complaint No: ***
Loan
No.:
***
Property
Address: *** *** ***, *** ** ***
Dear Mr***:
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint
filed with the Revdex.com (“Revdex.com”) received in our office via email
on March 25, 2016. 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 CMS is reporting erroneous
information regarding your loan status to the credit agencies.
Upon review, our records show
that *** ** *** is on title and signed the Mortgage but did not sign the
Note. Our review of court records shows
*** ** *** filed for Chapter bankruptcy protection on March 23, 2010,
case number ***, and that the subject property was included in this
bankruptcy filing. The debtor was
discharged on August 6, 2010, and the bankruptcy case was closed on August 6, 2010. It is important to note that although you did
not personally file for bankruptcy protection, the bankruptcy filed by *** ** *** affected the property which is the security for this loan. Attached for your ease of reference is a copy
of your Note and Mortgage (Security Instrument”) dated April 20,
Nevertheless, due to an
inadvertent clerical error, a reference to *** ** ***’s bankruptcy was
reported on your credit report. We
sincerely regret the error and appreciate the opportunity to correct itAccordingly,
CMS submitted an Automated Universal Data (“AUD”) form to the credit agencies
to remove any mention of *** ** ***’s bankruptcy from your credit report
on April 12, 2016. Attached for your
ease of reference is a copy of the AUD form.
We would like to take this
opportunity not only to sincerely apologize for any inconvenience that you may
have experienced due to this inadvertent clerical error, but also to thank you
for bringing this matter to CMS’s attention.
CMS is always interested in how we may improve service levels, and your
feedback is important.
Please know that CMS remains committed to the highest standards
of customer satisfaction and will continue to do the utmost to assist any
customer with a complaintIf you wish to contact CMS regarding the
administration of your loan you may do so by calling our Customer Service
Department at *** ***, Monday through Friday, from 8:00AM to 8:00PM,
Eastern TimeYou can also send written correspondence including inquiries and
complaints about your mortgage to Carrington Mortgage Services, LLC, Attention:
Customer Service, *** *** *** *** ** *** or fax your correspondence to
*** ***.
Finally, 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 *** ***, Monday through Friday, 8:AM to
5:PM, Pacific Time
Sincerely,
*** ***
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For
inquiries and complaints about your mortgage loan, please contact our CUSTOMER
SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention:
Customer Service, *** *** *** *** ** ***, or 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 *** *** *** *** ** ***

On 3/24/2016, I faxed Carrington Mortgage a request to have two (30) day lates removed from my bureau reportsThe payments were not thirty days lateThe January payment was phoned in on January 30, and the February payment was phoned in on February 29, My payments have always been made at the end of the month since inception with *** *** in I explained that my credit score was on March 7, and it dropped to by April 17, due to Carrington's reportingThe January payment did not report until MarchI called Carrington several times and told them I am a terminally ill cancer patient and the drop in my credit score has created undue hardship for meI am not able to refinance my home to bring the payments down or secure transportation to my doctor appointments fifty miles awayThe Carrington supervisor encouraged me to wait for a response from Carrington before contacting the bureaus, because it would slow the processThirty-four days later, on Apr

February 9, Sent Via U.SMAIL *** ** ***
*** *** ** ***
*** ** *** *** *** ***
***
*** *** ***
*** *** *** *** *** *** *** ** *** Dear Mrs***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint received in our office electronically via the Revdex.com website on January 11, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry In your complaint you state that when CMS took over servicing of your loan, the auto-payment feature attached to your account was removed for unknown reasons, and that you got a few months behind in your mortgage before you realized what had happenedYou further state that you had corresponded with CMS customer research representative *** *** who stated that CMS had mailed a notification letter to your Tennessee property address, but you state that you never received that letter because you were stationed in North DakotaYou go on to state that this letter, which contained important information, was sent to the wrong address despite clear instructions to forward all correspondence to your attorney-in-fact as you were not living at the property addressLastly, you state that CMS has refused to acknowledge its mistake, and that you did not receive a positive response to your attempts to contact the Customer Advocacy Department at CMS We thoroughly reviewed the timeline surrounding the events detailed in your complaintBelow is a summary of our findings, and our response to the issues raised The servicing of your account was transferred to CMS on November 2, Please note that when CMS took over servicing of your loan, your loan was contractually due for the November 1, payment It is important to note that the Notice of Service Transfer delivered to you dated November 11, 2016, contained specific language regarding CMS’s handling of recurring payments, and outlined the process for what would happen in the event of an interruption in your ACH withdrawalThe following is the language contained in that letter Because your monthly payment was being electronically drawn from your checking or savings account by your prior servicer, we attempted to have your payment continue to be electronically drawn from your checking or savings account, and applied to your account after the transferHowever, CMS was unable to transfer this process, which prompted us to notify you that we were unable to do so and this process was discontinued in connection with the servicing transferFollowing your request to create a new ACH draft with CMS, we were able to set up electronic withdrawals directly from your checking or savings account at a later date after the transfer We have attached a copy of the Notice of Service Transfer for your reference Shortly after the transfer, on November 17, 2016, a CMS representative attempted to make contact with Mr***, but was unable to do soThe CMS representative opted to leave a voicemail message requesting a call-backOn November 28, 2016, CMS mailed an ACH activation letter to your property address in order to advise you that the first auto-draft payment would take place on December 11, After a review of the payment history in question, CMS can confirm that no payment was received during the month of November 2016, and that the November 1, payment in the amount of $was satisfied on December 12, with the first auto-draft transaction. Please know per the terms of the Note, all payments are due on the 1st of each month until the loan is paid in fullPayments received after the 16th of each month are subject to a late feeIf a payment is received after the current month in which it is due, information will be reported to the credit bureaus accordinglyHowever, solely as an expression of our commitment to the highest standards of customer satisfaction, CMS has agreed to remove the derogatory credit reporting for the months of February through May 2017, as a one- time courtesyAs such, CMS has submitted an Automated Universal Data (“AUD”) form to all four major credit bureaus (TransUnion, Equifax, Experian and Innovis)Attached for your reference is a copy of the AUD form submitted earlier today. It is also important to mention that it can take up to thirty (30) days for the credit bureaus to update your credit profile. Much of your complaint stems from your claim that CMS mailed the important information to your property address, as opposed to a mailing address where you were stationed in North DakotaAlthough we understand that you feel that CMS mailed the ACH activation letter to the incorrect address, it important to note that the Jordan Circle, White Bluff, TN address was the listed mailing address at the time the servicing of your loan transferred to CMSPlease also note that at the time of the service transfer, the Power of Attorney designating your father as an authorized third party and the preferred point of contact had not been submitted to CMSIt was not until June 4, 2017, that CMS was in receipt of all required information confirming MrFreeman as the authorized third party, and the effective date of this authorization was retroactively set as May 15, 2017, to reflect the date of the initial authorization request As it relates to your claim that you contacted the Customer Advocacy Department and did not receive an acceptable level of customer service, our investigation was unable to identify any interaction between you and that departmentThat being said, if you are able to provide additional information regarding this specific interaction, we encourage you to provide such information so that we can reinvestigate in order to address your concerns more comprehensively We trust that this communication addresses all of the concerns noted in your inquiry. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** *** Customer Advocate CC: Revdex.com, Phillip Royce Freeman IMPORTANT DISCLOSURES -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-between 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (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, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.OBox 5001, Westfield, IN 46074. Please include your loan number on all pages of the correspondence. You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/ TENNESSEE: This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance

I'm very disappointed with the level of customer serviceAfter being told I could make partial payments every two weeks, I am now behind on my mortgage because my payment has been applied to my principleHad I been told this would happen I would have just made my payment on timeInstead of trying to help me with this matter they instead are charging me late feesVery poor customer service

August 11,
ORIGINAL SENT VIA REGULAR MAIL
*** ** ***
** *** *** *** ** ***
RE: Loan No.: ***
Complaint No.: ***
Borrower: *** ** ***
Property Address: ** *** *** *** ** ***
Dear Ms***:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on July 31, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry
As you are already aware, our Customer Advocate Department originally received your inquiry filed with the Revdex.com via email on July 8, Please note that your initial inquiry raises the exact same issues as your current inquiryAccordingly, CMS researched your loan and a response was sent to you on July 30,
After a thorough review of your rebuttal, CMS is unable to identify any new issues that have not already been specifically addressed in our prior responseAs a reminder, if you wish to have a better understanding of the Real Estate Settlement Procedures Act (“RESPA”), escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at ***
Once again, 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 *** or call our Home Retention Department to speak with a representative at *** ***, Monday through Friday, from 7:00AM to 5:00PM, Pacific Time
We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at *** ***, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time
Sincerely,
*** ** ***
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** *** *** ** ***, or calling ***Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at carringtonms.com
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney
-CREDIT REPORTING-
We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***You can also contact the CFPB at *** ***, or by going to ***
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate reliefFor additional information and to determine eligibility please contact our Military Assistance Team toll free at ***
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determinationYou may request such documents or receive further assistance by contacting the Customer Service Department at *** ***, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at *** *** *** *** ** ***
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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I disagree and do not accept their response, they still have done nothing to unlock my online or pay-by-phone servicesI have been less than days past due TWICE and they never unlocked my online account as promisedThey just put in writing that if the loan is less than days past due that those services would be restoredI feel carrington mortgage services are trying to make people fall behind by making it difficult to make payments and be able to foreclose on their homesI was less than 30Days past due in July and less than days past due during September and you still have failed to unlock my online account
Regards,
*** ***

June 28, *** ** *** ** *** *** *** ** *** RE: Complaint No.: *** Loan
No.: *** Property Address: ** *** ***, *** ** *** Dear Mt***: 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 June 8, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that you experienced a financial hardship due to income reduction, which caused you to fall behind on your mortgage payments. You go on to say that you applied for mortgage assistance, and that you sent CMS all of the required information to process your request. Additionally, you claim that you confirmed by telephone with a CMS Representative that CMS had everything needed to review your request. However, you later received a letter from CMS that declined your request for a modification and indicated the reason was an incomplete application. You express concerns and dissatisfaction with CMS, and claim CMS is unwilling to work with you, has not properly processed your request, and has assessed additional late fees to your loan. At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan transferred from *** ** *** *** (“***”) to CMS on or about April 2, 2015. At the time of the service transfer the loan was showing due for the April 1, payment Please note that, while CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) 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 acquisition. This 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. Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date. Upon review, our records show that on December 3, 2015, you called CMS and during this call you informed the CMS Representative that you were having financial problems caused by an income reduction. You indicated that you lost your job in June 2015, and that you were now back to work; however, your income at that time was about half your previous income. Therefore, you stated you were in the process of completing a Request for Mortgage Assistance package (“RMA”) to apply for a loan modification, and that you would be sending this package to CMS shortly. Subsequently, on December 14, CMS received an RMA package from you. Upon initial review, it was determined that additional documentation was needed to complete the modification review. On December 17, 2015, an Incomplete Information Notice was sent to you requesting your most recent paystub showing at least thirty days of income with year-to-date earningsIn addition, the Incomplete Information Notice informed you that non-borrower Eric needed to complete an RMA form and provide a list of his expenses and proof of his income and occupancy, with a deadline to respond by January 16, 2016. A copy of this letter is attached for your ease of reference. On December 28, 2015, CMS received from you the requested paystub; however, your application was still missing the non-borrower’s information referenced above On January 7, 2016, CMS called you to follow up on the missing information needed to complete your application, and a message was left asking you to return the call. Later that day, you called CMS and during this call the CMS Representative informed you of the missing information needed to complete your application. On January 13, 2016, you called CMS and during this call you informed the CMS Representative that you had sent the requested information to complete your modification request package. The CMS Representative informed you that the documents had not been received and suggested that you send them again via email. You indicated that you would resend these documents to CMS As of January 19, 2016, CMS still had not received the requested information for the non-borrower. That same day, CMS sent you a non-approval letter that informed you that your request for a modification had been declined due to an incomplete application. Attached for ease of reference is a copy of this letter Thereafter, on January 27, 2016, you called CMS and during this call you were upset that your loan modification request had been declined. The CMS Representative explained that your request for a modification had been declined because CMS had not received the requested information by the deadline of January 16, 2016. You informed the CMS Representative that you had sent the information and that you needed a loan modification due to your financial situation. The CMS Representative informed you that, regrettably, CMS records did not show receipt of the requested documents and therefore you would need to complete a new application. The CMS Representative informed you that an RMA package would be sent to you, and on January 28, CMS sent you an RMA package by regular mail. Attached for your ease of reference is a copy of this package. As of the date of this letter, CMS has not received a completed RMA package for review and consideration. Lastly, our review of the records indicates that late fees were assessed to your loan appropriately and in accordance with the terms and conditions of your Note. It is important to note that all payments are due on the first day of each month, are considered late as of the second day of the month, and are subject to a late fee if not received by CMS after the sixteenth day of the month. Additionally, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. Below, for your ease of reference is a summary of the late fees assessed and collected by CMS Attached for your ease of reference is a payment history that shows payment transactions on your loan from May 6, to June 16, 2016. As of the date of this letter, your loan is contractually current and showing due for the July 1, 2016, payment in the amount of $950.56, and there are no outstanding late fees or other fees. It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regards to the current loan status, payment history and loan information of our borrowers. We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information accurately; therefore, no changes are needed at this time Based on the foregoing, we believe that the record is clear that CMS has properly reviewed your request for mortgage assistance on this FHA insured loan. Regrettably, you failed to provide the requested information within the allowable timeframe; as a result, your request was declined for incomplete application. Furthermore, 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 In closing, if you wish to apply for mortgage assistance we encourage you to visit our borrower portal online at *** to learn more about the program options and to upload the required documents electronically. Your complete loan modification application package may be sent to CMS via fax at *** *** or via email at *** or call the CMS Home Retention Department at *** ***, Monday through Friday, 9:AM to 8:PM Eastern Time to discuss mortgage assistance options 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 *** ***, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** *** Customer Advocate CC: Revdex.com -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, *** *** ***, *** ** ***, or 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 https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at *** *** or toll-free TDD *** ***, or by going to ***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 *** *** ***, *** ** ***

January 8, *** ** *** *** *** *** *** *** *** *** *
*** ** ***
RE: Complaint ID: ***
Loan No.: *** Property Address: *** *** *** *** ** *** Dear Mr*** and Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on December 5, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you claim that about three months ago CMS approved a short sale transaction on the subject property, which you believe included a $3,relocation payment to you. You go on to say that this short sale transaction closed on or about November 29, 2017, and that on November 30, you picked up a settlement check from the title company in the amount of $3,000.00. You claim that on the evening of November 30, 2017, you received a call and a message via email from your real estate agent and the title companyThis message informed you that CMS had indicated that they had not agreed to the $3,relocation payment, and therefore, CMS was demanding the $3,be refunded to them, otherwise the short sale transaction would not be finalized by CMSYour desired resolution is to have CMS pay you the $3,relocation assistance that you believe was originally approved on your short sale transaction Upon review, the records show that CMS reviewed and approved a short sale on October 26, 2017. Attached for your ease of reference is a copy of the Short Sale approval letter dated October 26, Please note that this approval shows that the short sale transaction needed to close on or before November 17, 2017. It is important to note that the approval letter clearly states on page one, bullet point three, that no proceeds from the sale are to be paid to the seller. CMS did approve concessions in the amount of $3,000; however, please note that the concession approved by CMS represents funds allocated for costs related to the short sale transaction that need to be paid to a third party by the seller in order to be able to complete the sale transaction. Such costs may include, for example, outstanding junior lien(s), homeowner’s association dues, and/or utility liens. The records show that the short sale transaction was not ready to close by November 17, as agreed. As you are aware, on November 13, CMS approved an extension to allow the short sale to close on or before November 29, Attached for your ease of reference are copies of the revised short sale approval letters sent to you on November 13, and November 15, As you can see, neither of these approval letters includes a provision permitting you to receive cash proceeds from the sale The records show that the short sale transaction closed on or about November 29, 2017. On that same date, CMS received a copy of the final Closing Disclosure Statement for review and approval. It was at that time CMS discovered that the Closing Statement showed a $3,payment to you as the seller from the sale proceeds. Upon being notified that this had occurred, CMS contacted your title company and informed them of the errorSpecifically, CMS informed your title company that a correction was required that included removing $3,consideration to the seller from the sale proceedsThe reason that CMS did not approve the payment and followed up to request the refund was that in a short sale transaction the noteholder agrees to allow a sale of the property whereby the noteholder receives less than the amount due on the loanBecause the noteholder is already accepting less than the amount due, the seller generally does not receive proceeds from the sale in a short sale transaction. This may vary from transaction to transaction based on noteholder requirements; however, in your case, program guidelines did not permit you to receive cash proceedsAccordingly, the title company made the necessary corrections and wired the approved short payoff funds to CMS in the amount of $382,on December 4, 2017. That same day these funds were applied to your loan. Attached for your ease of reference is a copy of a payment history that shows payment transactions from December 15, to December 4, Based on the foregoing, we believe the record is clear that CMS has processed your short sale request in accordance with the established policies, procedures, and program guidelinesMoreover, CMS was unable to offer you any relocation assistance at the time your short sale was approved, because there was no relocation assistance program available for your loanNevertheless, we would like to take this opportunity not only to express our sincere apologies for the misunderstanding regarding the $3,seller concession outlined in your short sale approval letter, and for any inconvenience that you may have experienced, 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. In light of the above, we respectfully deny your request for relocation assistance in the amount of $3, We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, *** *** Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-between 8:a.mto 8:p.mEastern Time, Monday through FridayYou may also visit our website at https://carringtonms.com/ -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit report As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (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, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.OBox 5001, Westfield, IN 46074. Please include your loan number on all pages of the correspondence. You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern TimeYou may also visit our website at https://carringtonms.com/