Carrington Mortgage Services LLC

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 *** *** ***, *** ** ***

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
This response like the last is generic , and with their customer service "call screeners" in accurateThis company is not to be trusted at all, the payment date was changed from the 15th to the 1st, and they have conviently not do center a payment in this transition from *** , and the call screeners as stated before will not allow you to speak with management, or send you to their supervisors voicemail and the call is never returned
Regards,
*** ***

On December 19, 2016, I set up a payment arrangement with Carrington (CMS - going forward)The arrangement was for months, to be taken by ACH on the 31st of each month, starting on 12/31/through March of 2017, which iw when the mortgage would be caught up, totally a month and a half worth of mortgage payments On 12/22/16, CMS automatically drafted the payment without my knowledge or authorizationAssuming that was to cover the December payment, I let it go - although it put me in a financial bind with overdraft fees, etcJanuary 2, 2017, another payment attempted to come out, which caused MORE overdraft feesI called CMS, who asked me to fax in the fees so they could be reimbursedOn 1/9/17, ANOTHER payment came outTheir files said it was for December, which had been paid on the 22ndThis draft caused a series of bounced checks, for which they said they would pay the fees forClearly, the December and January payments have been made - and then someToday, 2/1/17, CMS

July 21, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: 7[redacted]
Dear Ms....

[redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on June 25, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you allege that your loan was recently sold from [redacted], [redacted] (“[redacted]”) to CMS. Shortly thereafter, you claim that CMS informed you that your monthly mortgage payment would increase in order to collect an escrow cushion. Also, you say that you called CMS to inquire if we could remove the escrow cushion since your prior mortgage servicer did not collect one and you state that the CMS representatives you spoke with were rude and unprofessional. Therefore, you want CMS to reanalyze your escrow account and cease any attempts to collect an escrow cushion.
At the outset, you should know that CMS’s Customer Service Research Department (“CSRD”) previously received your inquiry via fax on June 15, 2015. Please note your June 15, 2015 inquiry raised the exact same issues as your current inquiry. Accordingly, CSRD researched your loan and a response was sent to you via regular mail on July 6, 2015. For your reference, attached hereto as Exhibit “1” please find a copy of CSRD’s response to your June 15, 2015 inquiry.
Additionally, please note that CSRD did inform you that on July 6, 2015 your escrow account was reanalyzed. Specifically, in an effort to decrease your monthly mortgage payment, CMS approved spreading your entire escrow shortage over thirty-six (36) months as supposed to twelve (12) months. Please note that at the time of your July 6, 2015 escrow reanalysis you had an escrow shortage of $2,055.69. CMS agreed to spread the total amount of $2,055.69 over thirty-six (36) months resulting in a monthly escrow shortage payment of $57.10.
That said, please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds. Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th of the total annual projected escrow disbursements made during an escrow cycle. Additionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amount. If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted].

As of the date of this letter, you are next due for the August 1, 2015 payment in the amount of $1,667.69. Additionally, as a reminder, you do have the ability to view your most recent mortgage statements, payment history, and make monthly payments on your CMS online account by visiting our website at [redacted].
Lastly, if you cannot afford your new monthly mortgage payment, please know that CMS does offer various mortgage assistance programs. If you would like to explore the mortgage assistance opportunities that may be available to you, we encourage you to visit our website at [redacted] or call our Home Retention Department to speak with a representative at [redacted], Monday through Friday, from 7:00AM to 5:00PM, Pacific Time.
As a result of our investigation we find no evidence of unprofessional or rude customer service. Contrary to that allegation, all of the CMS representatives you have spoken with were all willing to assist you and explain why CMS is collecting an escrow cushion. While we understand you would have preferred a different outcome, we respectfully submit that the collection of the cushion is permitted by law and common within the mortgage industry. Therefore, CMS will continue to comply with federal law and collect the allowable escrow cushion.
As always, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
Alfredo J. Ventura
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late 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 purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

September 9, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Dear Mr. [redacted]:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on August 20, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As you are already aware, CMS’s [redacted] Department previously received your inquiry via the Revdex.com on July 27, 2015. Please note that your prior inquiry raises the exact same issues as your current inquiry. Accordingly, CMS researched the loan and a response was sent to the Revdex.com on August 19, 2015. Please further note that on this same date the original response was sent to you via regular mail. For your reference, attached hereto as Exhibit “1” please find a copy of CMS’s response to your initial inquiry.
Specifically, please note that you were already advised that we acknowledge that as a former customer of [redacted], N.A. (“[redacted]”) you may have been accustomed to different online features and that our office strives to satisfy all reasonable customer expectations. Therefore, we also advised you that CMS was actively pursuing to expand on the current online feature parameters. As of the date of this correspondence, CMS remains committed to expanding on the online feature parameters and continues to work on the project.
Once again, please know that CMS does offer an auto draft payment option. This option provides you with the ability to choose the date or frequency you want CMS to draft your monthly payment and the ability to add any desired additional principal amount or additional escrow amount to the monthly principal and interest payment. If you want to further explore this option, please visit our website at https://carringtonms.com where you can find additional information along with all other available payment options and applicable fees (if any).
Based on the foregoing, we again find no evidence of wrongdoing on CMS’s behalf. While we continue to understand your frustration with the current online feature parameters, CMS does offer alternate and convenient payment options that allow you to pay any desired additional amount towards your principal or escrow balance. Lastly, because we have now addressed this issue on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims.
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You 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 bureaus. Late 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 purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

August 6, 2015
Sent Via First Class Mail and the Revdex.com Portal:
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]

Dear Ms. [redacted]:
The Customer Advocate...

Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 13, 2015. CMS is committed to responsible lending and servicing, and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you assert that CMS’s online bill payment system has not been functioning correctly for the last two months and are concerned that it may have impacted your credit score. You are requesting that CMS assist you with fixing your web-payment account and that CMS make corrections to the credit reporting.
Our records indicate that a hold was placed on your online account on May 11, 2015 because CMS received notice from the financial institution that the account or routing information provided was not accurate. Attached for your ease of reference is a letter issued by CMS on May 12, 2015 advising you that your financial institution had notified CMS that either the ABA Routing or Checking Account Number was not accurately provided or had changed. At the time, CMS was unaware that the account and routing information you had entered online via CMS’s online bill payment system was accurate.
After conducting a brief review, it was determined that the bank account information entered into CMS’s online bill payment system was accurate. CMS sincerely apologizes for the inconvenience that this may have caused you, and would like to assure you that it will make the appropriate corrections to your loan and credit reporting history, including refunding any late charges and/or telephone payment charges that you may have incurred as a result of this error. Additionally, CMS has begun an investigation to identify the root cause of this error and to take the necessary steps to prevent future occurrences.
CMS is able to confirm that your online web-account is active with no blocks or holds presently in place. Additionally, CMS is able to confirm receipt of a web-payment in the amount of $965.18 received on July 29, 2015, which was applied to the account for the June and July 2015 payments. As of the date of this correspondence, the loan is next due for the August 1, 2015 payment.
CMS would like to thank you for bringing this matter to its attention and for affording it the opportunity to make the appropriate corrections. We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
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, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late 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 purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
[redacted]
Carrington Mortgage Services, LLC ('CMS') is licensed with the Arkansas Securities Department. You may file complaints about CMS with the Arkansas Securities Department (Department) at [redacted]. You may obtain further information by calling the Department's general information number at [redacted] or toll-free, [redacted] or faxing the Department at [redacted] or visiting the Department's website at [redacted]. For a list of standard or common loan servicing fees charged by CMS, please visit the CMS website at [redacted]
COLORADO:
For Colorado Residents:
[redacted]
MASSACHUSETTS:
NOTICE OF IMPORTANT RIGHTS
YOU HAVE THE RIGHT TO MAKE A WRITTEN OR ORAL REQUEST THAT TELEPHONE CALLS REGARDING YOUR DEBT NOT BE MADE TO YOU AT YOUR PLACE OF EMPLOYMENT. ANY SUCH ORAL REQUEST WILL BE VALID FOR ONLY TEN DAYS UNLESS YOU PROVIDE WRITTEN CONFIRMATION OF THE REQUEST POSTMARKED OR DELIVERED WITHIN SEVEN DAYS OF SUCH REQUEST. YOU MAY TERMINATE THIS REQUEST BY WRITING TO THE CREDITOR.
MINNESOTA:
Carrington Mortgage Services, LLC is licensed by the Minnesota Department of Commerce.
NEW YORK:
New York City Department of Consumer Affairs License Number 1264739
This Collection agency is licensed by the City of Buffalo license numbers: 555177 & 555176
For New York residents: You may file complaints about CMS with the New York State Department of Financial Services. You may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at [redacted]. Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services.
NORTH CAROLINA:
Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No. 102107 & 103455 and North Carolina Secure and Fair Enforcement Mortgage Licensing Act. [redacted].
TENNESSEE:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance.
TEXAS:
Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TEXAS 78705. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted].

March 8, 2017       [redacted], **  [redacted]     RE:      Complaint No.:              [redacted]                    Loan No.:                    [redacted] Property Address:        [redacted], IN  46755     Dear Mr. and Mrs. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal to our response to your complaint (the “Rebuttal”) filed with the Revdex.com (“Revdex.com”) and received in our office via email on February 27, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your Rebuttal, you state that after reviewing our prior response, you have determined that our proposed action would not resolve your complaint.  Specifically, you request that the payment made to CMS in November 2016, be applied appropriately towards the outstanding late fees of $929.77.   We regret that you were dissatisfied with our response to your complaint.  CMS is committed to the highest standards of customer satisfaction and professionalism, and we take all legitimate complaints regarding the conduct of our business very seriously.  Although we understand you are not pleased with the outcome, the complaint was investigated fairly and we believe it was resolved appropriately.  Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response.    On March 3, 2017, I had the pleasure of speaking to Ms. [redacted].  During this call I explained the details outlined in our prior response which shows that CMS applied the payments made in the month of November 2016, to the outstanding payments due and late fees in accordance with the established payment hierarchy for this FHA insured loan.  Below, for your ease of reference is a summary of the Payment Posting Hierarchy.   Payment Posting Hierarchy Principal and Interest PaymentTaxes and Insurance PaymentEscrow AdvancesLate ChargesCorporate AdvancesOther FeesPay up to 1 payment aheadPrincipal Curtailment Payment Overages Payments received for more than the scheduled monthly payment      (principal, interest, escrow) are allocated following the Payment    Additionally, I explained that your loan was currently showing due for the March 1, 2017 payment.  If CMS reversed the aforementioned payment in the amount of $929.77, this reversal would also roll the due date back to February 1, 2017, causing the loan to show past due.  Ms. [redacted], indicated that she now understood how the payments made in November 2016 had been applied to her loan, and also acknowledged that the $929.77 in late fees are due.  Moreover, Ms. [redacted] expressed that she appreciated the fact that her loan was showing contractually current and next due for the March 1, 2017 payment.  Ms. [redacted], indicated that payments towards the outstanding late fees would be paid with the monthly payment each month, which I confirmed is acceptable by CMS.   We again respectfully suggest that all of the concerns noted in the complaint have been fully addressed. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate             CC:      Revdex.com           IMPORTANT DISCLOSURES     -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567.  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 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You 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 bureaus. Late 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 purpose. This 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) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You 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 Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -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 1-888-267-5474.   -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, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This mortgage was held and discharged while owned by [redacted] in 2011,  it was "transferred" to Carrington years after, I have NEVER HAVE HAD any Leagal obligation or contract with Carrington mortage of any kind. This mortgage is reported to the bureaus correctly by [redacted], Carrington has no grounds to duplicate this other than HARRASMENT, Just as when I have attempted to contact administration with Carrington and I am denied access by their representatives. Carrington Mortgage co. Should have a BBQ rating of "F"....
Regards,
[redacted]

Dear Mr. [redacted]: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 May 18, 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 you are aware, our Customer Advocate Department originally received an inquiry from you via the Consumer Financial Protection Bureau (“CFPB’’) on May 17, 2016 which raises the exact same issues as your recent Revdex.com complaint. Accordingly, the loan was researched and a response was sent to you by CMS via the CFPB Portal on June 1, 2016. A copy of that response is included here for your ease of reference.After a thorough review of your most recent complaint, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most recent Revdex.com complaint appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is required. Moreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims.Please note that pursuant to Consumer Financial Protection Bureau (“CFPB") guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error. We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.Sincerely, [redacted]Customer Advocate

February 13, 2015
 
[redacted]
 
RE:      Loan No.:                    [redacted]
            Property Address:       [redacted]
            Complaint No.:           [redacted]
 
Dear Mr. [redacted]:
 
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 January 31, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
 
 
At the onset, our review of your initial Revdex.com complaint received in our office on January 6, 2015 shows that at no time did you request any further detailed information regarding the sale of the property as per your rebuttal.  Nevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction, below is the information requested. 
 
At the time of the foreclosure sale date, your loan was contractually delinquent, due for the February 1, 2011 payment with a total outstanding debt due in the amount of $118,298.46.  This amount reflects the Unpaid Principal Balance of $81,665.63, accrued interest of $2,159.11, late charges totaling $163.52, escrow shortage of $527.16, fees totaling $593.00 and a deferred amount of $33,450.00.  As you also had $259.96 in suspense funds, this amount was deducted from the total outstanding debt due in the amount of $118,558.42.  It is also important to note that the $33,450.00 deferred amount stemmed from the loan modification that was extended to you by CMS on January 21, 2010.  Although the total debt amount was $118,298.46, CMS only reported a current balance of $84,052.00 and a past due balance of $4,965.00 to the credit bureaus on August 10, 2011.    
 
In closing, our records show that the subject property was eventually sold in March 2012 for $32,198.75. 
 
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, 8:00 AM to 5:00 PM, Pacific Time.
 
Sincerely,
 
 
[redacted]
Customer Advocate
 
CC:      Revdex.com
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 54285, Irvine, CA 92619-4285, or calling 1-800-561-4567.  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 8:00 a.m. to 9:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at myloan.carringtonms.com.
 
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
 
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late 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 purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
 
-HUD STATEMENT-
Pursuant to section 169 of the Housing and Community Development Act of 1987, you may have the opportunity to receive counseling from various local agencies regarding the retention of your home.  You may obtain a list of the HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number at (800) 569-4287.
 
-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 Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
 
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Service Members 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 1-888-267-5474.
 
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting the Customer Service Department at (800) 561-4567, Monday through Friday, 8:00 a.m. to 9:00 p.m. Eastern Time or by mail at P.O. Box 54285, Irvine, CA 92619 – 4285.
 
Tennessee:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance.

July 20, 2016  Original response sent via regular mail [redacted]             RE:      Loan No.:                    [redacted]             ...⇄ No.:           [redacted]                      ...⇄ of [redacted]                        Property Address:       [redacted] Dear Ms. [redacted]: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 11, 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 your inquiry. As you already know, our Customer Advocate Department originally received your inquiry from the Revdex.com on April 20, 2016. Please note that your initial inquiry raises some of the exact same issues as your current inquiry. Accordingly, our Customer Advocate Department researched the loan and a response was sent to the Revdex.com on May 20, 2016. Please note that on this same date the original response was sent to you via regular mail. With regard to the account status, please accept this correspondence as confirmation that the loan is current through July of 2016. The next payment due is scheduled to be paid on August 1, 2016 in the amount of $485.31. Additionally, as of the date of this letter, all of the foreclosure attorney’s fees and costs, property inspection fees and late charges previously assessed to the account have been waived with the exception of one (1) property inspection fee in the amount of $20.00. Please note that the property inspection fee in the amount of $20.00 will also be waived from the account. We would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced and for any perceived unprofessional customer service you believe you may have received from our office while CMS processed your request and waived all of the foreclosure attorney’s fees and costs, property inspection fees and late charges. Rest assured that CMS strives to accommodate all reasonable customer expectations and resolve all requests as quickly as possible and that the underlying causes for this particular delay have been addressed.Based on the foregoing investigation and review of the account, our records are clear that CMS has thoroughly addressed all of your concerns. Consequently, CMS respectfully denies your request for compensation. Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of the loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about the mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted]. We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.  Sincerely,   [redacted]Customer Advocate CC:      Revdex.com 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, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You 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 bureaus. Late 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 purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States. -HUD COUNSELOR INFORMATION-If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to[redacted]. You can also contact the CFPB at [redacted], or by going to[redacted]. -EQUAL CREDIT OPPORTUNITY ACT NOTICE-The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580. -SCRA Disclosure-MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted]. -NOTICES OF ERROR AND INFORMATION REQUESTS-You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

February 3, 2017       [redacted]    
[redacted]      [redacted]            *           [redacted]...

                  
[redacted]                    [redacted]       [redacted]
    Dear Mr. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 17, 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 CMS has assessed fees in the amount of $1,750.50 to your loan without providing you an explanation for these charges, and your desired resolution is to have CMS remove these fees due from your loan.   At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] N.A. to CMS on or about February 4, 2014.  At the time of the service transfer the loan was showing contractually due for the January 1, 2014 payment.    As a preliminary matter, please note that the records show that you filed for Chapter 7 bankruptcy protection on October 30, 2014, case number 14-[redacted].  You received a discharge of this debt on February 18, 2015.  As a reaffirmation was not filed by you prior to obtaining the discharge, you are no longer personally liable to repay the discharged debt.  Accordingly, this letter is for information purposes only and is not an attempt to collect a debt.  That said, the discharge did not extinguish the security interest in the property.   Upon review, our records show that on or about August 19, 2016 foreclosure action was initiated due to the delinquent status of the loan.  At the time the loan was showing due for the May 1, 2016 payment.    Thereafter, on August 31, 2016 you called CMS and during this call you requested a reinstatement amount to bring the loan current.  The CMS Representative informed you that a reinstatement figure would be requested from the foreclosure attorney and that the information would be sent to you by mail.    On September 9, 2016, CMS sent you an Account Reinstatement Notification letter that informed you the total amount due to bring the loan current was $8,255.53, and this figure was good to October 9, 2016.  Attached for your ease of reference is a copy of this letter.  Below, for your ease of reference is a breakdown of this amount.    3 Monthly Payments @ $1,470.90 each (5/1/16 to 7/1/16):                                       $ 4,412.70 3 Monthly Payments @ $1,316.41each (8/1/16 to 10/1/16):                                      $ 3,949.23 Property Inspections ( 9 inspections @ $20.00 each):                                     ...⇄ $    180.00 Bankruptcy Fees (Motion for Relief Invoice date 5/4/15):                                    ...⇄ $    225.00 Foreclosure Fees and Costs:                                     ...⇄                         $    857.50 Late Fees:                                     �...⇄                         $    102.00 Unapplied Funds Credit:                                                                                            $(1,470.90) Total:                                     ...⇄                                         ...⇄                         $ 8,255.53   It is important to note that the Account Reinstatement Notification letter provided a disclosure that informed you additional fees and costs may be incurred in connection with the servicing of the loan that may be legally charged to the loan, but have not been charged to the loan as of the date of the reinstatement notification.  Below for your ease of reference is a copy of this disclosure.     On October 6, 2016, CMS received a payment from you in the amount of $8,893.93.  Below, for your ease of reference is a summary of how these funds were applied to the loan.   3 Monthly Payments @ $1,470.90 each (5/1/16 to 7/1/16):                                       $4,412.70 3 Monthly Payments @ $1,316.41each (8/1/16 to 10/1/16):                                   �...⇄ $3,949.23 Inspections fees (9 inspections @ $20.00 each):                                     ...⇄ $   180.00 Bankruptcy fees (invoice dated 5/4/15):                                    ...⇄             $   225.00 Late Fees:                                     �...⇄             $   102.00 Applied towards outstanding foreclosure fees:                                     �...⇄ $     25.00 Total:                                     ...⇄ $8,893.93   The credit in your Unapplied account in the amount of $1,470.90 was held in Unapplied for receipt of the foreclosure fees and costs invoices.  Thereafter, the foreclosure action was canceled.  Below for your ease of reference is a summary of the property inspections fees and the late fees that were assessed to the loan:   Thereafter, CMS received the invoices from the foreclosure attorney that totaled $2,139.50.  Below for your ease of reference is a breakdown of these fees and costs:   Foreclosure Attorney Fees:                                         $ 1,332.50 Complaint Filing Fee:                                                 $   216.00 Recording costs:                                                         $    21.00 Title Search Fee:                                      ...⇄ $   400.00 Service Costs (Summons and Complaint):                 $   170.00 Unapplied account credit:                                    �...⇄ $(1,470.90) Sub-total:                                                            ...⇄ $    668.60 Property Inspection Fee (Assessed on  10/7/16):        $      20.00 Outstanding Balance Due:                                      ...⇄ $    688.60   Please note that the property inspection referenced above was requested on September 10, 2016, while the loan was contractually past due.  Accordingly, this inspection report was completed on September 22, 2016 and the applicable inspection fee in the amount of $20.00 was assessed to the loan on October 7, 2016.   On October 28, 2016, CMS received another payment from you in the amount of $1,316.41.  This payment was applied to your November 1, 2016 payment in the amount of $1316.41.    On December 5,  2016, CMS received another payment from you in the amount of $1,316.41.  This payment was applied to your December 1, 2016 payment in the amount of $1316.41.   On January 3, 2017, CMS received another payment from you in the amount of $1,316.41.  This payment was applied to your January 1, 2017 payment in the amount of $1,316.41.   As of the date of this letter, the loan is showing contractually due for the February 1, 2017 payment in the amount of $1,316.41, plus outstanding fees in the amount of $688.60.  Attached for your ease of reference is a payment history that shows payment transactions on this loan from March 5, 2014 to January 3, 2017.             Based on the foregoing, we conclude that CMS has credited the payments received from you appropriately and in accordance with the established policies and procedures for this FHA insured loan.  Moreover, CMS has assessed the applicable foreclosure and property inspection fees in accordance with the terms and conditions of the security instrument (Mortgage).  Please be advised that CMS denies, generally and specifically, all claims and allegations of wrongdoing contained in your correspondence.  In light of our review, CMS respectfully declines your request to remove the outstanding foreclosure fees.  To clarify further, those costs represent actual costs charged by third parties for reasonable and customary services, and not fees collected by CMS.   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, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate   CC:  Revdex.com       IMPORTANT DISCLOSURES     -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling ###-###-####.  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 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You 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 bureaus. Late 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 purpose. This 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 http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You 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 Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -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, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.

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 August 2, 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 your inquiry.As we understand your complaint, you allege that CMS is refusing to disburse insurance funds for your loss draft claim even after you submitted all the required documents to CMS for the disbursement of those funds. You are requesting that CMS disburse all insurance funds so that repairs can be completed on your home.As a preliminary matter, when your property sustains a hazard loss, CMS must take action to protect its collateral. The Loss Draft Department must work closely with insurance carriers, borrowers, and contractors, while managing the disbursement of loss draft proceeds, which are used to repair or rebuild the property.Please note that your deed of trust states that you are required to give CMS immediate notice by mail, in the event of loss. Additionally, when CMS becomes aware of a property loss, the Loss Draft Department must obtain and document the following information in the servicing system: date of loss, type of loss, estimated damage amount, amount of the loss draft, if available, and borrower’s current telephone number and address, if different from our records.On June 22, 2016, you called CMS stating that your home sustained flood damage and that you had received a check for the partial settlement of building damage from your insurance company in the amount of $10,000.00. Consequently, the associate advised you to send CMS the settlement check with your loan number written on it, along with the insurance adjustor’s estimate, so that the settlement check could be endorsed and returned to you. Next, you asked if you needed to send in the receipts you received for the out-of-pocket expenses you incurred during that time. The associate restated that CMS needed your insurance adjustor’s estimate as validation of the amounts disbursed to you, but also advised you to send any other related receipts or documents you had available. Additionally, she stated that CMS would endorse the check and mail it back to you within five to seven business days once all the requested information was received. Alternatively, she stated that, if you required an expedited return time, you would need to send a prepaid express delivery envelope, if you wished to have the check returned sooner. Finally, the associate advised you to send the settlement check to CMS’s Loss Draft Department and provided you with their mailing address of [redacted].Please be advised that before CMS releases any insurance funds to the borrower, the Loss Draft Department requires all requested documents to be received. If any of the requested documents are not received, CMS will make continuous efforts to obtain those documents from our borrower. Additionally, it is CMS’s policy to review all documents received within forty-eight hours from the time they are received. Also, please note that all documents are reviewed in the order that they are received.On June 28, 2016, you called CMS again regarding the check for the partial settlement of building damage you received from your insurance provider. As stated during your previous call to CMS, the associate advised you that you needed to provide the insurance adjustor’s estimate to validate the amount on the check in order for CMS to endorse the check. Subsequently, you stated that the check was a partial settlement for the damage to your home and that the insurance adjustor’s estimate would accompany the final settlement check. The associate immediately apologized for the inconvenience and informed you that the Loss Draft Department could not open your claim until your insurance adjustor’s estimate was received.On July 1, 2016, you called CMS to inquire about the partial settlement check in the amount of $10,000.00 that you sent via overnight mail to CMS. Next, you provided the check number of [redacted] and indicated that the tracking information for the insurance check you sent was showing to have been received by a CMS associate on June 30, 2016. Consequently, the associate stated that our records did not indicate that the insurance check was received at that time. However, she did state that your loan would be updated once your insurance check and accompanying documentation were received and reviewed. The associate then offered to have a representative from the Loss Draft Department give you a call once your documents were reviewed and processed. You thanked the associate and asked that the Loss Draft Department call you at [redacted] once their initial review was completed.That same day, our records show that CMS received your settlement check, number [redacted], from [redacted] in the amount of $10,000.00. Thereupon, the check was endorsed and returned to you via [redacted] with the tracking number of [redacted].On July 5, 2016, you placed a follow up call to CMS to inquire about your settlement check. After a short review of your loan, the associate advised you that on July 1, 2016 your settlement check was endorsed and returned to you via [redacted] with the tracking number of [redacted].On July 15, 2016, you called CMS to advise that your insurance company had issued the final checks for your insurance claim and wanted to inquire about having the checks endorsed so you could begin paying your contractor. Straightaway, the associate advised you to endorse the checks and send them along with the contractor’s bid and insurance adjustor’s estimate. Next, the associate informed you that you would be receiving an Affidavit for Loss Draft Claim Form (“Affidavit”) and that you would need to sign and return the affidavit to the Loss Draft Department before any funds could be released. Finally, the associate informed you that the Loss Draft Department would disburse the insurance funds in one-third increments unless the contractor states a specific amount on their contractor’s bid.Please note that for checks received over the amount of $10,000.00, the borrower is instructed to forward the endorsed check to CMS, along with a copy of all insurance adjustor’s reports, a copy of the contractor’s estimate/contract for repairs (if available), and receipts for any out-of-pocket expenses. The check must be deposited into the borrower’s unapplied account. Loss draft checks are deposited in order to monitor the progress of repairs. The Loss Draft Department must maintain all documentation pertaining to the loss claim file, including copies of all required city inspections for plumbing, roofing, drywall, and electrical, as well as a signed copy of the contract between the borrower and the contractor. The Loss Draft Department must order periodic property inspections (2 or 3, depending on the damage and the amount of the loss draft) to verify the progress and completion of repairs.Thereafter, on July 26, 2016, CMS received two insurance checks; number [redacted] in the amount of $69,521.59 and check number 7076125 in the amount of $6,882.65 from [redacted] along with your contractor’s bid.On July 28, 2016, you called CMS’s Loss Draft Department to follow up on the release of your insurance funds stating that you needed to pay your contractor for the work that was completed on your home at that time. The associate acknowledged that the Loss Draft Department had received the two aforementioned checks you sent in along with the contractor’s bid. Next, she stated that the Loss Draft Department had yet to receive the signed affidavit and the final insurance adjustor’s estimate because only two pages of insurance adjustor’s estimate had been received at that time. Afterward, you stated that you had not received the affidavit so the associate offered to email the form to you in an attempt to expedite the processing of your claim.During that same call, you advised the associate that you also needed to be reimbursed for out-of-pocket expenses that you paid to the contractor directly. The associate responded by stating that you would need to provide receipts for any out-of-pocket expenses. Ultimately, the associate stated that you could send all requested documents to [redacted] and that funds would be released within forty-eight hours of receipt of those documents.On August 1, 2016, the Loss Draft Department received an email from you along with an attached insurance adjustor’s estimate for repairs totaling $81,332.28. Because this amount did not match the total of checks received in the amount of $86,404.24 ($10,000.00 received July 1, 2016 plus $69,521.59 and $6,882.65 received July 26, 2016) the Loss Draft Department sent you an email requesting an insurance adjustor’s estimate with an amount matching the checks received. Unfortunately, due to an inadvertent clerical error, it was later discovered that the check received July 26, 2016 in the amount of $6,882.65 was for recoverable depreciation and should not have been included in the calculation against the amount noted on the insurance adjustor’s estimate.Ultimately, on August 3, 2016, the Loss Draft Department submitted a request to disburse the amount of $19,344.00 which was stated on your contractor’s bid. Afterward, the request for disbursement was approved and the check in the amount of $19,344.00 was sent to you via regular mail on August 5, 2016.On August 8, 2016, you called CMS and were advised that a disbursement check in the amount of $19,344.00 was mailed to you on August 5, 2016. Lastly, you stated that you would be sending another disbursement request, thanked the associate for their time and ended the call.As of the date of this letter, your remaining loss draft balance is showing to be $57,060.24. Please note that you were previously advised that our office would release those funds in one-third increments made payable to you and your contractor. The subsequent disbursements would be issued at intervals of approximately 50% and, at 100% completion; CMS would order a property inspection to confirm the status of the repairs. Furthermore, please be advised that CMS would need to conduct these property inspections prior to the release of any additional funds. To prevent any delays in the release of those funds, we advise that you call our office one week before so that we could set the appointment at a time most convenient for you.Based on the aforesaid investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalf. Furthermore, our records are clear that CMS worked diligently to process your loss draft claim in a timely manner. With regard to the inadvertent clerical error of failing to identify the recoverable depreciation check you sent the Loss Draft Department, please note that once the issue was identified, CMS immediately rectified the situation by disbursing the funds requested on your contractor’s bid.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 complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.Sincerely,[redacted] Customer Advocate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The web page did not accept my payment amount + additional amount on the 1st of August as the representative claimed that it would. I then waited until Aug 4th and was able to make the payment + the additional amount. However, to be fiscally responsible, I should be able to make the desired payment of the mortgage + the additional amount when it is financially feasible for me, not for CMS. I get paid bi-monthly and prefer to pay my mortgage with they paycheck I receive around the 22nd of the month. With the constraints CMS is putting on me, I have to wait until the 1st of the month to make the payment, plus the extra, which accumulates additional interest OR I can make the mortgage payment amount, then wait a day and make an additional payment, but I cannot classify it as either principal or escrow without verbally contacting CMS, which is itic. Furthermore, I never received any follow up from CMS on this matter, either from the customer service rep I called or the [redacted], so CMS's claim of being dedicated to quality customer service is, once again, proven to be false.
Regards,
[redacted]

January 11, 2017
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear Mr. [redacted]:
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 via email on January 6, 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 you are aware, our Customer Advocate Department previously received a Revdex.com complaint from you on December 16, 2016 which raises the same issues as your most recent inquiry. Accordingly, the loan was researched and a response was sent to you by CMS on January 4, 2017, a copy of which is included here for your ease of reference. In an effort to avoid an unnecessary duplication of efforts, CMS is not providing you with another copy of the supporting documents enclosed with that response.
After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most recent correspondence appears to be substantially similar to correspondence previously addressed by CMS; accordingly, no further response from CMS is required. Moreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims.
Please note 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 (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. 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 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You 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 bureaus. Late 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 purpose. This 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) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You 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 Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-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 1-888-267-5474.
-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, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Carrington Mortgage stated in their response, " Please be advised that CMS currently has no plans to change its escrow cushion requirement policy and CMS intends to continue the practice to require borrowers to maintain a two month escrow cushion (unless prohibited by applicable law)." This is not satisfactory, just because you can do something, doesn't mean you "should" do said action. Carrington knew full well prior to purchasing the mortgage from [redacted], that [redacted] did not hold an escrow cushion. I have never disputed the re-evaluation of escrow due to a change in rates. The increase due to taxes was never in question. However; Carrington Mortgage Services chose to increase the monthly payment based on the addition of the escrow cushion. The total increase of the monthly required payment represents a material change in our mortgage calculation that was not a part of our initial agreement for payment to [redacted]. The criterion for an online account to reach a "locked" status is also not outlined in any material or process. We did contact the company for a reset in Oct. 2015. We have successfully logged in, and reset the password to make payment in Feb 2016. All other login attempts have met with no access, even after an attempt to reset the password credentials. We have used the same information for login and have not altered our security question verification that was successful in February. Again, this represents a material shortcoming from Carrington Mortgage Services to allow payment without additional processing fees. We are requesting a refund for all processing fees from November 2015, December 2015, January 2016, March 2016, April 2016, and May 2016. The total amount requested as a refund is $30.00. Carrington did not refund or offer a credit for any of these fees as an attempt to resolve the complaint.  
Regards,
[redacted]

June 8, 2016
[redacted]
[redacted]
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted], [redacted]
Case No.: [redacted]
Dear Mr. [redacted]:
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 May 24, 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 mistakenly made a duplicate mortgage payment to CMS during the month of May 2016. You also state that when you discovered the mistake, you contacted CMS and requested the duplicate payment be refunded to you. You express dissatisfaction with the communication you received from CMS in regard to the exact documentation required by CMS as well as the time that it took CMS to disburse the refund to you. You also raise concern that your call was not transferred to a CMS supervisor when you attempted to escalate your concerns.
As you know, the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on November 4, 2014. On November 19, 2014, CMS issued a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer your loan was contractually current and showing due for the December 1, 2014 mortgage payment.
CMS is able to confirm that as of May 1, 2016, you loan was contractually current and showing due for the May 1, 2016 mortgage payment. On May 2, 2016, CMS received funds in the amount of $816.48 which were applied to your May 1, 2016 mortgage payment. Later that same day, CMS received another payment from you in the amount of $816.48 which was appropriately applied to your June 1, 2016 mortgage payment. CMS understands that one of these payments was made by you in error and was not attributed to an error made by CMS.
On May 4, 2016, you contacted CMS and explained that you made two payments to CMS on May 2, 2016, one of which was made in error. You requested that CMS take the necessary actions to refund that duplicate payment to you. The CMS representative that spoke with you notified you that it would be necessary to provide CMS with copies of your bank statements showing that the duplicate payment was successfully debited from your bank account. Our records show that you were specifically notified that your bank statements must show running balances and that neither of the mortgage payments could be shown as pending.
Please be advised that CMS requests such bank statements with running balances to ensure that any refund processed by CMS was actually debited from the customer’s bank account and to prevent CMS from issuing a refund for any payment that might be returned unpaid by the customer’s banking institution at a later date. On May 5, 2016, CMS received a copy of your bank statement that outlined your account history; however, that bank statement did not outline the required running balances after each banking transaction.
On May 6, 2016, CMS spoke with you and reminded you that in order to issue the refund to you, CMS would need to be in receipt of your bank statements showing running balances. Our records show that CMS also notified you that it could take up to thirty days for CMS to issue such refund to you once in receipt of the required banking information. Later on May 6, 2016, CMS received the required banking information from you showing the required running balances after each banking transaction. CMS then began the necessary actions required to obtain the approvals from CMS management.
CMS is able to confirm that on June 2, 2016, CMS secured all necessary approvals from management and a refund was issued to you via regular mail in the amount of $816.48 (check number 10402782). On June 3, 2016, I personally spoke with you and notified you that the refund was issued to you on June 2, 2016. It was during this phone conversation that you notified me that you would be going on vacation on June 4, 2016 for a period of two weeks and that you would be unable to cash the refund check and return the June 1, 2016 payment to CMS prior to the date that a late charge would be assessed to your loan.
In an effort to avoid a late charge from being assessed to your loan due to CMS’s non-receipt of your June 1, 2016 mortgage payment on or before the sixteenth day of that month, I explained that it was possible that CMS could place a stop payment on the refund check (number 10402782) and once the payment was confirmed as being outstanding, CMS could reapply the refund to your June 1, 2016 mortgage payment as it had originally been applied. You agreed to send your written request to me via email which I received on June 3, 2016.
Please be advised that CMS is now taking the appropriate actions to place a stop payment on the refund check sent to you on June 2, 2016. Once the funds are confirmed as being outstanding, the $816.48 will be applied to your June 1, 2016 mortgage payment effective as of the original date of receipt. CMS anticipates that the stop payment and reapplication of the June 1, 2016 payment will be completed in the very near future and you can expect a telephone call from me notifying you at the time the request has been completed.
CMS would like to take this opportunity to sincerely apologize to you for any inconvenience you may have experienced while CMS worked to issue the refund to you. While CMS believes that the refund was sent to you within the thirty day estimated timeline provided to you at the time you made your initial refund request, CMS would have preferred that the refund be delivered to you in a more expeditious manner.
Finally, a review of our records shows that multiple CMS representatives were professional and polite to you while working to assist you with your needs. Nevertheless, an investigation concerning the communication concerns you have raised concerns in your complaint will be conducted by CMS and CMS will take whatever action necessary in light of our findings. We sincerely apologize if the level of customer service you received from CMS did not meet your expectations.
Based on the foregoing, we believe the record is clear that once CMS was in receipt of the required banking information from you, CMS took the actions required to secure necessary approvals from CMS to issue a refund to you within thirty days. It is also clear that once you notified CMS that such refund may cause your June 1, 2016 mortgage payment to be paid late, CMS began the appropriate actions to place a stop payment on the refund check and to apply the refund back to your June 1, 2016 mortgage payment. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You 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 bureaus. Late 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 purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
False Information of the account the company left the digit number 3 off the account when I entered the account number, I only called this company 3 times 14,15,16, I never received a letter advising me of an account error until april 25, I have had the same account for over 20yrs. so I know my account this company is fraudulent and dishonest about my experience, the first representative told me that she could take a payment by phone for an additional fee of 5 dollars in which I didn't have, my payment had gone through but my bank rejected it from there system,  what I was told by my bank, because Carrington Mortgage had made 3 failed attempts with the same incorrect numbers being entered...leaving off the number 3....so my bank transferred it to my secondary acct for them to draw payment in which I sent the payment through their system the next day....it was rejected so I called and spoke with them again on it rejecting me making the payment and then it locked me out of the Carrington acct, so they had to reset the account so I could make the payment...God in Heaven knows the truth I was never disrespectful to anyone that I spoke with at all and no-one would assist me everyone rejected me in every way to get the issue resolved....so a great deal of what was sent back in the report is false accusations, however your employees can get away with untruthful facts & you will back them up....never being the one to speak directly on line with me as a customer for yourself, it is not fair for me to pay a late fee charge when there has been several malfunctions in your system for months now since I have begun paying on line due to the face of being affected by the disaster malfunction but you never addressed these 2 calls in this report when your company had to waive the service fee of a customer service rep making the payments, because of rejection in my acct, so no I don't feel its fair that your system makes several malfunctions monthly no one should have to continue to call to reset their acct monthly and as for your rude unprofessional rep I have no reason to be untruthful about the disrespect she was doing on that call as well as the rejection to speak with a supervisor, her exact words no I'm not letting you talk to one you are just mad because of the answers I have given you about your acct and  you want your way...so Carrington your apologies are not enough to carry out the disrespect I encountered in that call so that is why I terminated the call and contacted a higher business to handle this matter....I will pay the late fee but what I would like to know is why did yall buy out my acct from [redacted] and how can I transfer my acct back to a more professional business in my 3 1/2 yrs of them carrying my acct I never experienced the problems I have with your company I don't have the time or money to encounter malfunctions with your company....May God Prevail in this Matter!!!!!!!!

April 21, 2016
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
[redacted]
RE: MLD Loan No.: [redacted]
Complaint No.: [redacted]
Property Address: [redacted]
Dear Mr. & Mrs. [redacted]:

The...

Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on 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 your inquiry.
As we understand your complaint, you state that you applied for a loan in November of 2014 and that CMS pulled your credit numerous times without your authorization. You go on to say that when you asked about the credit inquiries, you were informed by CMS that our office could pull your credit without your authorization whenever we desired to do so. You also allege that you disputed the unauthorized credit inquiries with the credit reporting agencies and that CMS failed to remove the inquiries. As a result, your desired resolution is for CMS to remove all unauthorized credit inquiries from your credit report.
With respect to your allegation that CMS pulled your credit without your authorization, we find your statement to be broad, vague, and ambiguous. Resultantly, CMS cannot discern what exact issue or issues you may be attempting to raise concerning your loan application without further clarification from you. To the extent that you believe that CMS pulled your credit numerous times without your authorization, we ask that you provide supporting documentation and the specific dates of the credit inquiries. Specifically, please provide a copy of the credit report showing the date(s) that CMS pulled your credit so we may be able to provide you with an explanation. To expedite receipt of your supporting documentation, please send it via facsimile directly to my attention at [redacted]. Upon receiving your documentation, I will personally call you to confirm receipt. Once the aforesaid information is provided, CMS will be more than happy to investigate and address any concerns or issues you may have.
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com

June 24, 2015
 
 
[redacted]       
[redacted]
 
RE:      Complaint ID No:       [redacted]
Loan No.: ...

                  [redacted]
Property Address:       [redacted]
 
Dear Mr. and Mrs. [redacted]:
 
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on May 27, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand your complaint, you claim that CMS increased your monthly payment by $77.00 and that when you called CMS to inquire about this increase, CMS did not provide an acceptable explanation.  In addition, when you requested to speak with someone who could explain this increase, you were encouraged to fax a written request to the escrow department for further assistance.  You explained that would not be possible because you were currently overseas.  You asked for a phone number or email address and you were informed that a fax was the only contact method available. When you requested to speak to a Supervisor, you were transferred to voice mail which was no help to you because of your overseas location.  Lastly, you also express concerns with the CMS representative’s lack of professionalism. 
 
Upon review, our records show that the servicing of this Veterans Administration (“VA”) insured loan was transferred from Bank of America N.A. (“BOA”) to CMS on or about April 2, 2015.  At the time of the service transfer your loan was contractually due for the April 1, 2015. 
 
Please note that, while CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 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 May 1, 2015 an Annual Escrow Account Disclosure Statement (“AEADS”) was completed and sent to you.  A copy is attached for ease of reference.  The purpose of the AEADS was to advise you of the projected activity for your escrow cycle beginning July 2015 and ending June 2016.  More specifically, the AEADS projected that your yearly county taxes would be $945.56 and that your yearly homeowners’ insurance premium would be $951.00. Correspondingly, your total disbursement for your escrow cycle beginning July 2015 and ending June 2016 was calculated in the amount of $1,896.56 with a 1/12 escrow payment of $158.04 beginning July 1, 2015.
 
Moreover, please note that a mortgage servicer is permitted to collect an escrow cushion. An escrow cushion is an amount of money held in your escrow account to prevent your escrow balance from being overdrawn when increases in disbursements occur. The Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th of the total annual projected escrow disbursements made during an escrow cycle. Additionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amount. Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning July 2015 and ending June 2016. The total escrow cushion that CMS may collect for this period is $316.08.
 
Currently, based on our calculations, your low point escrow balance is in the amount of -$411.62. As a result, in order to reach a low point escrow balance of $316.08, the allowed 1/6th escrow cushion, CMS will be collecting your current escrow shortage in the total amount of $727.70. This escrow shortage would be collected over a twelve (12) month period starting with your July 1, 2015 payment.  Resultantly, your overall monthly mortgage payment increased by $77.17 for a total monthly payment in the amount of $1,077.65 starting with your July 1, 2015 payment.
 
If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted].
 
On May 27, 2015, you contacted CMS and during this call you inquired about the increase in your payment.  The CMS representative explained that the increase was caused by a recent escrow analysis and an escrow shortage.  You indicated that you did not agree with the increase and requested to speak to a Supervisor at which time the CMS representative transferred the call to a Supervisor. 
 
Nevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction and in an effort to assist you in lowering your monthly mortgage payment, CMS has agreed to spread the escrow shortage of $727.70 over a thirty six (36) month period which will reduce your monthly payment from $1,077.65 to $1,037.22 beginning with the July 1, 2015 payment.  A copy of this escrow analysis is attached for ease of reference.
 
Lastly, we did not find any evidence to support your claim that the CMS representative was unprofessional during your telephone conversation of May 27, 2015.  However, we do acknowledge that CMS missed an opportunity to provide you with alternative methods to communicate with CMS while you are overseas and also provide you with a warm transfer to a CMS Supervisor upon request.  We would like to take this opportunity not only to express our sincere apologies for the 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. 
 
Based on the foregoing, we conclude that the annual escrow analysis and payment adjustment were completed in accordance with the established loan servicing policy and procedure for this VA insured loan.  It is important to note that the annual escrow analysis is required by law, and payment adjustments may be required from time to time to ensure proper accounting of escrow funds and also to insure sufficient funds for projected advances for the payment of taxes and insurance. 
 
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
 
Sincerely,
 
 
[redacted]
Customer Advocate
 
 
CC:  Revdex.com
           
      
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
 
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
 
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late 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 purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
 
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
 
 
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
 
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
 
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].