Carrington Mortgage Services LLC

May 19, 2016 Original response sent via regular mail [redacted]             RE:      Loan...

No.:                    [redacted]                         Complaint No.:           [redacted]                         Borrower:                    [redacted]                         Property Address:       [redacted], [redacted] Dear Ms. [redacted]: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 19, 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 made a mortgage payment via your CMS online payment account on April 14, 2016 and that your payment transaction was not processed because CMS inadvertently entered an incorrect account number. You go on to say that you called CMS on April 18, 2016 to make your April 1, 2016 mortgage payment and to have the late charge waived from your account. During your phone conversations on April 18, 2016, you state that the CMS representatives were unprofessional, rude, and unwilling to transfer your call to a CMS supervisor. As a result, your desired resolution is for CMS to waive the late charge from your account, accept your April 1, 2016 mortgage payment, and provide all customers with a professional customer service experience. As a preliminary matter, on April 14, 2016 our records indicate that you authorized a payment transaction via your CMS online account in the amount of $1,137.39 which was intended to be applied to your April 1, 2016 mortgage payment. Thereafter, on April 18, 2016, our records indicate that your payment was rejected due to CMS being unable to locate your bank account using the information you provided during your April 14, 2016 online payment transaction. Resultantly, CMS sent you a Payment Rejection Letter on April 19, 2016 advising you that your payment was rejected due to CMS’s inability to locate your account and to call CMS with any questions or concerns you may have. For your reference, attached hereto as Exhibit “A” please find a copy of the April 19, 2016 Payment Rejection Letter. More specifically, during your April 14, 2016 online payment transaction, you entered a bank account number of “[redacted]” – a twelve (12) digit number – whereas your correct bank account number is “[redacted]” – a thirteen (13) digit number. CMS is able to determine that an incorrect bank account number was entered during your April 14, 2016 online payment transaction by comparing that particular account number to the account number used in your subsequent online payment transaction on April 18, 2016. In particular, please note that you must elect to save your bank account information each and every time you make an online payment transaction. The purpose of this function is to protect the confidentiality of the financial information you submit when making a payment, to ensure that your account information is correct, and to provide you with the opportunity to update or change your bank account information each month if you desire to do so. Resultantly, that is the reason why CMS was unable to locate your account when we attempted to debit your April 1, 2016 mortgage payment using the account number you entered during your April 14, 2016 online payment transaction. For your knowledge, please note that the confirmation you receive after processing an online payment request is only notifying you that we have received your transaction request and is not a confirmation that your payment was successfully applied to your account. In other words, the confirmation you receive immediately after processing a payment request is meant to only notify you that CMS is in receipt of your request for our office to debit your bank account for a mortgage payment. It is not a confirmation that CMS has successfully debited your bank account and applied the payment towards your loan. Furthermore, we would like to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month.  If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late charge will be assessed to your account.  Also, any payment received by CMS after the month in which the payment became due may be reported to the credit bureaus as delinquent. Consequently, we encourage you to remit your monthly mortgage payments to CMS on the date that they become due to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment. On April 14, 2016, the same day you authorized the aforesaid payment transaction, our records indicate that you called CMS. During this phone conversation, you advised the CMS representative that you had entered an incorrect bank account number during your payment transaction. The CMS representative correctly advised you that if you had entered an incorrect bank account number, then CMS would be unable to process your payment transaction. As a result, the representative advised you that you had the option to make your April 1, 2016 mortgage payment that day over the phone or by accessing your CMS online account and making your payment through our website in order to prevent a late charge from being assessed to your account if your payment was not received on or before April 16, 2016. You responded by stating that you did not want to submit more than one payment because you were uncertain if your initial payment transaction would be processed. Again, the representative advised you that if you had entered an incorrect bank account number during your payment transaction, then CMS would be unable to process your payment and apply it to your loan. Despite the representative’s explanation and recommendation to make your April 1, 2016 mortgage payment that day, you chose to not make your mortgage payment. Thereafter, on April 18, 2016, you again called CMS. During this phone conversation, you inquired if your April 14, 2016 payment transaction had been processed and the representative confirmed that we received confirmation that CMS was unable to locate your bank account using the information you provided during your online payment transaction. You responded by stating that the bank account number you entered during your April 14, 2016 payment transaction was the same bank account number you had used in the past and that you would contact your bank because you felt that CMS had committed an error. That same day, you again called CMS. During this phone conversation, you advised the representative that you had contacted your bank and they advised you that CMS had entered an incorrect bank account number when we attempted to debit your April 14, 2016 payment transaction. The representative proceeded to advise you that CMS did not enter your bank account information during the April 14, 2016 payment transaction. Specifically, our records confirmed that you accessed your online account, entered your own bank account information, and authorized your payment transaction. You disagreed with the representative’s explanation and asked to be transferred to a CMS supervisor. The representative advised you that she would transfer your call to our CMS Escalation Department so they could further address your concerns. You acknowledged the representative’s explanation and agreed to be transferred. During your phone conversation with the CMS Escalation Department representative, you again advised that CMS had entered an incorrect bank account number when we attempted to debit your April 14, 2016 payment transaction. The representative reviewed your account and online payment history and confirmed that you had accessed your online account and entered your own bank account information for that particular payment transaction. Moreover, the representative also advised you that CMS did not alter or modify the bank account information you entered and attempted to debit your payment transaction using the bank account information you authorized. You again disagreed with the representative’s explanation and asked to be transferred to a CMS supervisor because you felt it was unfair that CMS had assessed a late charge when you had already made your payment using the same bank account information you had used in the past. The representative advised you that she would be unable to transfer your call to a CMS supervisor because all of the prior representatives had already addressed your concerns. The representative did, however, offer to accept your April 1, 2016 mortgage payment over the phone. You became upset, asked for the representative’s teller identification number, and terminated the call. Despite the representative’s best efforts, she misspoke in delivering her explanation. The representative should have instead advised you that she could transfer your call to a CMS supervisor who would more than likely provide the same explanation that she herself had already provided to you. That said, please note that we have escalated your concern to the management team of that particular business unit and they have addressed this incident with the representative who assisted you to avoid any similar reoccurrences. Consequently, CMS sincerely apologizes for this miscommunication and for any inconvenience you may have experienced as a result. Later that same day, you again called CMS. Similar to the prior phone calls from earlier that day, you continued to allege that CMS had entered an incorrect bank account number when we attempted to debit your April 14, 2016 payment transaction. Also, you asked that the CMS representative waive the late charge and pay-by-phone fee. The representative advised you that if you wanted to dispute your payment transaction and late charge assessment, then you would need to submit your request in writing to our Customer Service Research Department. With regard to the pay-by-phone fee, the representative advised you that you could log in to your online account and make your April 1, 2016 mortgage payment free of charge. You acknowledged the representative’s explanation and stated that you would file a complaint with the Revdex.com to address your other concerns. As of the date of this correspondence, your payment history reflects that your loan is current through May of 2016. The next payment due is scheduled to be paid on June 1, 2016 in the amount of $1,137.39 and a late charge in the amount of $45.49 for a total payment due in the amount of $1,182.88. For your reference, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions. Based on the foregoing investigation and review of your account, the record is clear that since your first phone call to our office on April 14, 2016, CMS correctly advised you of the reason why we would be unable to process your April 14, 2016 online payment transaction. Specifically, please note that the CMS representative encouraged you to make your mortgage payment that day to prevent a late charge from being assessed to your account and that you chose to not make your mortgage payment despite the representative’s recommendation. Further, we respectfully submit that customers who elect to make payments through the online payment website are responsible for accurately entering the information for the bank account from which they want the loan payments withdrawn. Therefore, we strongly encourage you to verify the account information entered into the online payment website before submitting your online payment transaction to CMS. Additionally, our records also confirm that CMS assessed the late charge pursuant to the terms of your mortgage loan agreement and that we have properly serviced your account in accordance with applicable law and program guidelines. Consequently, CMS respectfully denies your request to waive the late charge assessed to your account in the amount of $45.49. Finally, with regard to your allegation that the CMS representatives were unprofessional and rude during your phone calls to our office, we submit that all of the representatives you spoke with addressed your concerns, identified the reason why CMS was unable to process your online payment transaction, and offered to accept a pay-by-phone payment. Nevertheless, CMS sincerely apologizes for any perceived unprofessional and rude customer service you believe you may have received during your phone calls to our office. In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a 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, P[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]. Texas: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted].  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE 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] April 28, 2015Carrington Mortgage Services[redacted]RE: Loan No: [redacted]Complaint ID No: [redacted]Ms. [redacted],I received your letter dated April 3, 2015, regarding my complaint to the Revdex.com. In thisletter all you did was give me a recap of your actions and provided me documents I already had. I didnot ask you for a recap. This did not respond to the complaint. What I asked for was an investigationinto what you received from me and if it was handled properly. You conveniently left details out in yourrecap so let me added them to your statement of facts. As you stated on or about September 11, 2014(which your files should indicate the exact date the conversation took place) I contacted you regarding amodification. At that time, I explained the situation with [redacted] and was told sorry submitanother packet there is nothing we can do. On November 5, 2014, I sent in a new packet formodification because in the transfer of my loan no one from either company ensured the completepacket was received from which I was promised by both you and them. I was already in the final stageswith [redacted] waiting for a decision. It is your job to ensure these are smooth transitions as I didnot ask for you to take over my loan. This is people's money and lives you are talking about not an "ohsorry it's lost resubmit" is unacceptable.In your letter you failed to mention that you did not send me an acknowledgement of receipt for thefirst packet until a month after I submitted and only after I called you on November 11, 2014 asking ifyou received it as I hadn't heard from you. Customer Service confirmed that you received the completepacket on November 7, 2014 and in fact went over what was there.Then you sent an acknowledgement letter dated December 3, 2014. After contacting you again onDecember 8, 2015, I was informed that the IRS rejected the 4506-T. Why did it take me calling to findthis out? Why wasn't I notified by you? What if I wouldn't have called? Would I have received a lettersaying "Oh well submit a new packet?" You failed to mention that this document was rejected becauseof line 5. Line 5 is YOUR address which was wrong, nothing to do with the actual document or myinformation submitted. Your representative sent me a new form and I filled it out and sent it right backthe following day. Again, nothing to say you received it or that it went through. I called to confirm andwent over with the representative what documents you had record of, just to be sure there was nothingelse missing that would hold up this process any longer that it had been. She confirmed EACH documentwith me.Then on January 10, 2015, I received a notice that the packet was incomplete again. It said I was missingthe living expenses worksheet and said it needed to be received by February 14, 2015, which is alsolisted as part of the application. Why was one document out of the application outdated? If that werethe case why wouldn't all of it be outdated? Also, there is nothing on the initial paperwork saying thisdocument is required as part of the packet. Didn't even know it existed until you told me it was missing.Additionally, I have asked on numerous occasions to please change my name on this account. My legalname is [redacted] and the legal documents have been sent several times. Please update yourrecords.Because you have stated you have not received documents and there are no records of what is said onthe phone, I prefer to do all communication in writing. I have been sending each document 3 times, onevia email, a certified mail copy and a fax to ensure you receive them. Please contact me at using theinformation below. Thank you!Sincerely,[redacted]CC: Revdex.com

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.
[ Why did it take a complaint to Revdex.com to find out that there was a Customer Service Advocate division at Carrington Mortgage Services? I made numerous phone calls to both Carrington and [redacted] trying to get to the bottom of the payment fiasco. [redacted] was very kind and cooperative however, they did not have access to Carrington’s [redacted] application. Carrington was nothing but rude, would not tell me who I could talk to regarding problems with the [redacted] application on the Carrington website, and refused my request to talk to a manager after I was urged to do so by my Carrington loan officer. The only thing they would allow me to do when I called was to attempt making ANOTHER payment with them over the phone at an additional charge.  Even the introduction to the Carrington voicemail jail is intimidating indicating that Carrington is NOT a financial institution, they are a debt collector. It’s enough to make your neck hair stand up in preparation for the coming disaster of a phone call. The online payment application on Carrington’s website sends you an instant confirmation message that your payment has been set up. Why isit Carrington can’t use some sort of email notification to let customers know about failed payments due to some type of error?? Instead they write a letter a week after the fact, then the letter sits in someone’s outbox for 3 weeks before it is mailed. A month after a payment fails to go through is too late for us to fix it! Yes there are dated notices posted in Carrington’s response, but I assure you I don’t receive any correspondence from Carrington for at least 3 weeks after the date on the top of the letter. Regarding the incorrect account numbers entered on my part – all 3 of the payments from [redacted] were entered correctly. The only confirmation email that had the correct last 4 digits was the one I made from my android phone using chrome. Two payments cleared however, one with an incorrect looking (can’t tell as most of the # is blocked) number and one from my phone with a correct looking number. I called my bank and they said that no one had tried to make any payments before the last two that cleared, not sure what’s going on there. The first two payments that had an incorrect looking confirmation email were made on a corporate computer running windows using internet explorer – FYI you might not want to make payments to these guys if your computer system is similar. As far as evidence, I have a whole bunch of emails. I received a phone call from the Customer Service Advocate dept. on a Friday at noon and had to provide everything via fax (so old school!) by that afternoon. I’m at work, I don’t have a fax, can I email like normal people? I got permission to send ONE email. Mind you I am forwarding the actual email, not compiling all into one as I didn’t want them to think they were doctored. All I was able to send was a snippet of a conversation from my loan officer. So the investigation included a mountain of evidence from Carrington - much of which I wasn’t al[redacted]d access to until the Revdex.com complaint - and one snippet from me. My advice, if Carrington purchases one of your mortgages, RUN to the nearest local bank and beg for a re-finance or sell your home as I’m about to do. I’m 40 years old and just got my first ding on my credit report, unacceptable. ]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
The amount still do not add up which should be $500 + at which there is over $900 + in my account there will be no tax increase and my insurance  will not increase so no I am not please  with their answer, because I had just got the increase about a month before Carrington took over mortgage.

February 3, 2017
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Dear Ms. [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 January 26, 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 originally received an inquiry from you via the Revdex.com on January 10, 2017 which raises the exact same issues as this complaint. Accordingly, the loan was researched and a response was sent to you by CMS with a copy to the Revdex.com on January 25, 2017. A copy of that response is included here for your ease of reference. Although that response provided documents to support CMS’s response, CMS is not attaching another copy of those documents in an effort to avoid unnecessary duplication of efforts.
As we understand your recent complaint, you are continuing to claim that a CMS representative inappropriately terminated a telephone conversation with you. You are requesting CMS to confirm the amount of the payment was automatically drafted from your bank account on February 1, 2017 and every month thereafter.
As a preliminary matter, please be advised that CMS will not again respond to the same claims that CMS has already addressed in detail. Specifically, CMS has listened to the recorded telephone conversation in questions and has confirmed that you acknowledged that you may have been experiencing technical difficulties directly before the telephone disconnected. While you are certainly entitled to your opinion, CMS is unable to locate any information to support your claim; therefore, CMS’s position on this matter remains unchanged.
In response to your request for CMS to confirm the amount of the payment was automatically drafted from your bank account on February 1, 2017 and every month thereafter, our records show that a payment of $596.92 was automatically debited from your bank account on February 1, 2017. Specifically, $595.81 was applied to the monthly mortgage payment due and the additional $1.11 you requested CMS to debit from your bank account was applied to your principal balance.
Please be advised that CMS intends to debit the amount of your monthly mortgage payment on the first day of each month plus an additional $1.11 to be applied to your principal balance as you directed within your AutoDraft Enrollment Form. For any other questions you may have in regard to the monthly payments that are being automatically drafted from your bank account, we encourage you to contact CMS’s Customer Service Department at (800) 561-4567 for further assistance.
Finally, 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, 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 (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-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.
-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.
-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.

May 28,2015[redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint J.D. No.: [redacted]Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage...

Services, LLC ("CMS") 1s mreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on May 13, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.As you are aware, the servicing of this Federal Housing Administration ("FHA") insured loanwas transferred from [redacted] ("[redacted]") to CMS on April 2, 2015. On April 6,2015, CMS issued you the attached Notice of Service Transfer ("Hello Letter") notifying you ofthe service transfer to CMS. At the time of the service transfer your loan was contractuallycurrent and showing due for the April, 2015 mortgage payment in the amount of $1,184.71.It is important to note, that while CMS began servicing the loan as of April 2, 2015, the RealEstate Settlement Procedures Act ("RESPA") at 12 USC § 2605(d) prevents CMS from treatingany payment as late for any purposes until the expiration of sixty days after the effective date ofthe servicing acquisition. This sixty day period is specifically intended to allow the acquiringscrvicer the necessary time to receive the acquisition file from the prior servicer and to ensure therecords of the acquiring servicer reflect the correct loan information. This information wasprovided to you within the second paragraph on page two of the Hello Letter.Because CMS was not in receipt of your April 1, 2015 mortgage payment within the same monththat the mortgage payment became due, CMS issued you the attached Notices on May 7, 2015.As you may recall, the Notices of Intent to Foreclose ("NOI") explained that the loan was indefault for the nonpayment of the April 1, 2015 mortgage payment and provided $2,369.42 asthe amount required to cure the delinquency. This letter also notified you that failure to cure thedelinquency within thirty days may result in acceleration of the sums secured by the Mortgageand in the sale of the property.It is important to know that pursuant to applicable law, CMS is required to issue a NOI toborrowers at the property address as well as the borrower's mailing address if the addresses arenot identical. Because your mailing address is not identical to the property address, CMSproperly issued you two notices.While CMS is uncertain as to the reason you believe the above referenced RESPA sixty dayperiod prevents CMS from sending you notices informing you of the account status, please beadvised that by sending you the above referenced notices CMS does not imply that CMS hastreated your payment as late. It is important to note that while CMS did not receive the April 1,2015 mortgage payment until May 18, 2015, CMS has not reported that this payment wasdelinquent to the major credit reporting agencies, nor has CMS assessed any late charges to yourloan.On May 13, 2015, you contacted CMS and expressed your dissatisfaction that CMS issued youthe above referenced notices. The CMS representative provided you with the status of your loanand also provided you with information surrounding the sixty day RESPA servicing transferperiod. You were notified that CMS did not treat the April 1, 2015 mortgage payment as lateand that the RESPA sixty day service transfer period does not prevent CMS from sending younotices.Nevertheless, CMS apologizes if you felt its efforts to notify you of the your past due loan wereimproper in any way, as CMS's intent has been solely to comply with applicable law, to attemptto make arrangements to resolve the account delinquency and to transmit accurate informationregarding the consequences of any failure to do so.CMS would like to take this opportunity to remind you that all payments are due on the first dayof each month, and once the RESPA sixty day service transfer period expires payments areconsidered late as of the second day of the month. If the payment is not received by CMS on orbefore the sixteenth day of the month, a late fee will be assessed to your loan. Any paymentreceived by CMS after the month in which the payment became due may be reported to thecredit reporting agencies as delinquent. We encourage you to remit your payment to CMS on thedate that it becomes due to prevent late fees, or derogatory credit reporting for any unexpectedissues that may arise when making your monthly mortgage payment.Based on the foregoing, we believe the record is clear that the servicing of your loan wasproperly transferred to CMS. It is also clear that CMS properly issued you notices informingyou that CMS was not in receipt of your April 1, 20 15 mortgage payment within the same monththat the payment became due. To the extent that statements in your letter consist of allegationsof wrongdoing of any nature by CMS or otherwise, all such allegations are denied. Should youwish to further discuss any aspect of your loan, we encourage you to contact CMS's CustomerService Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely. [redacted]Customer AdvocateCC: Revdex.com

May 5, 2015[redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] CID No.: [redacted]Dear Mr. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is...

inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on April 20, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.As we understand the complaint, you state that you have experienced difficulty in having CMSprovide you with a payoff statement and you believe that your loan was improperly assessedinterest in the amount of $203.12. You request that CMS reimburse you for the interest you paidfor the month of April 2015.At the outset, please note that the servicing of this Federal Housing Administration ("FHA")insured loan was transferred from [redacted] N.A. ("[redacted]") to CMS on December3, 2013. On December 4, 2013, the attached Notice of Service Transfer ("Hello Letter") wasissued to you notifying you of the service transfer to CMS. At the time of the service transferyour loan was contractually current and showing due tor the January 1, 2014 mortgage payment.A review of our records found that on March 20, 2015, you contacted CMS and inquired into theprocess of ordering a payoff statement. The CMS representative notified you that you couldrequest a payoff statement electronically via CMS's Loan Servicing Website ("LSW") at no costto you. On March 22, 2015, CMS received your payoff request from CMS's LSW. On March24, 2015, CMS completed the attached payoff statement and sent it to you via email at[redacted].As you may recall, this payoff statement provided you with an amount of $35,046.88 to pay offyour loan on or before April 1, 2015. At the time the payoff statement was issued to you, yourloan was due for the April 1, 2015 mortgage payment. CMS would like to take the time toremind you that the first paragraph of page two of the March 24, 2015 payoff statement clearlynotified you that only certified funds or bank wires would be acceptable forms of payment.On or about April 1, 2015, CMS received personal check, number 2421, in the amount of$35,046.88. Because the payoff proceeds were not in the form of certified funds, CMS returnedyour personal check to you on April 1, 2015. The same day, CMS issued you the attached letternotifying you of the reason your personal check was returned. On April 9, 2015, CMS spokewith you and confirmed that the payoff proceeds were returned to you as the form of paymentwas not made via certified funds as outlined within the March 24, 2015 payoff statement.On April 14, 2015, CMS received a money order, number [redacted], in the amount of $34,046.88which was intended to be applied as a full payoff of your loan. Because CMS received thispayment after April 1, 2015, an additional month of interest would be required to pay off yourloan in full.Please be advised that FHA loans incur interest monthly. This information was also provided toyou within the March 24, 2015 payoff statement. Accordingly, CMS ordered a new payoffstatement and began attempts to contact you to notify you of the payoff shortage. CMS madetwo attempts to contact you on April 15, 2015; however, messages were left asking you tocontact CMS at your earliest convenience as the phone calls were not answered.On April 16, 2015, you returned CMS's calls and the CMS representative notified you that thepayoff funds of $34,046.88 were $203.12 less than the required amount to satisfy the loan in full.The CMS representative notified you that the reason for the difference was that your FHA loanincurred an additional month of interest. As an expression of our commitment to the higheststandards of customer satisfaction, CMS waived the customary phone payment fee of $15.00 andaccepted your phone payment of $203.12 over the phone. This payment of $203.12 along withthe payoff money order of $34,046.88 was sufficient to pay your loan off in full.On May 1, 2015, CMS issued you an escrow refund in the amount of $303.38. In light of theabove, CMS respectfully declines your request to be refunded the interest that was incurred forthe month of April 2015.Finally, regarding the alleged poor customer service and communication you received, aninvestigation concerning your allegations will be conducted by CMS and CMS will takewhatever action necessary in light of our findings. Again, we sincerely apologize for anyinappropriate communication that may have occurred.Based on the foregoing, we believe the record is clear that upon receipt of your payoff request,CMS promptly provided you with the payoff statement, and has properly serviced your loanwithin the bounds of federal, state and local laws and the related servicing agreement. To theextent that statements in your letter consist of allegations of wrongdoing of any nature by CMSor otherwise, all such allegations are denied. Should you wish to further discuss any aspect ofyour loan, we encourage you to contact our Customer Service Department at [redacted] forfurther assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughSincerely,[redacted]Customer AdvocateFriday, 8:00AM to 5:00PM, Eastern Time.CC: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There is no resolution offered by Carrington Mortgage in their response. In fact their response letter creates more of a problem because they have fabricated information in the letter. In response to the letter: First of all, the contract was current and in good standing (read: PAID, not due as it states in the letter) when transferred to Carrington Mortgage on April 2, 2015. I can submit bank statements detailing the April payment and written records notating the several times that I tried to contact Carrington Mortgage to obtain information on my new/transferred mortgage. Because I was not currently a customer prior to April 2, 2015, they would not give me any information but instead repeatedly told me to contact [redacted]. Because of this, I submitted the payment to [redacted] as done previously and the amount cleared my bank.Second, the annual escrow account disclosure statement was never sent to me. I have notified your company of this on two different occasions. I know there is no problem with our mail, and I know that you have my correct address on file as, after contacting your company once I was officially a customer, I was finally sent the information on where to send payment, account number, etc. So I have to assume that because I've received that and have not missed any other important paperwork from other companies that your company never sent the AEADS. The comments made about the low point escrow balance are incomprehensible. If our low point balance was $1,065 and we needed to reach $984, we should be getting a refund. IF we had a shortage of 1,065 AND you wanted to pad the account by $984, then I understand needing to pay the $2050, but you should first learn how to explain that. Second, teach your employees how to explain that, and third be honest about what you're doing because padding the account is exactly what you're doing. If the shortage is $2050, why did my payment increase from $1704 to $1909? By my calculations that $205 difference per month (1909-1704) for 12 months equals $2,460. That is $410 more than what you are claiming the shortage is. Where is that $410 going, then? This is the exact same set of questions that your employees could not answer.I did call and speak with two different customer service representatives on June 8th. When I spoke with [redacted] and questioned the numbers, I was given attitude and placed on hold for an extended amount of time. The call was then purposefully (not unfortunately) ended on YOUR end. When I spoke with [redacted], I "expressed concerns with the methods used by CMS" because I attempted to go month thru month over our escrow activity with her and the numbers never matched (hers with mine NOR hers with her own when I questioned one thing or another). Lastly, there was a refusal to allow me to speak to a supervisor when both employees informed me that there was no one available that they could transfer me to. There should never be an occasion during regular business hours that a supervisor should not be available (at the very least to return a call) to discuss issues.Regardless of the outcome of this complaint with Carrington Mortgage, I am satisfied to be leaving their company as soon as possible and keeping any friends/family/acquaintances from using their services.
Regards,
[redacted]

August 24, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
[redacted]
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Co-borrower: [redacted]
Property Address: [redacted]...

[redacted]
Dear Mr. & Mrs. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 29, 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 transferred from [redacted] (“[redacted]”) to CMS. You go on to say that you enrolled in auto draft shortly after the service transfer and that CMS has failed to apply any of your auto draft payments. Also, you state that your CMS online account reflects an incorrect payment history. Consequently, your desired resolution is for CMS to apply all of your monthly mortgage payments since the effective date of transfer, correctly debit your monthly auto draft mortgage payments, and to provide you with an accurate payment history.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, 2015. At the time of the service transfer your loan was contractually current and due for the April 1, 2015 payment.
As a preliminary matter, please accept this correspondence as confirmation that CMS corrected your auto draft checking account number as of July 29, 2015 and successfully debited your checking account on August 15, 2015 in the amount of $2,354.04 and applied it to your August 1, 2015 payment.
That said, our records indicate that CMS received your initial auto draft request on April 28, 2015 and enrolled you that same date. Your first auto draft payment was scheduled to be debited on May 14, 2015 in the amount of $2,303.35 and to be applied to your May 1, 2015 payment. On May 14, 2015, CMS debited your May 1, 2015 payment but was unable to locate your checking account. As a result, CMS sent you a Payment Rejection Letter on May 19, 2015 advising you that we were unable to locate your account and to contact our Collection Department at [redacted] with any questions. Then, on June 15, 2015 CMS debited your June 1, 2015 payment in the amount of $2,303.35 but was again unable to locate your checking account. As a result, CMS sent you another Payment Rejection Letter on June 18, 2015. Thereafter, on July 15, 2015 CMS debited your July 1, 2015 payment in the amount of $2,354.04 but was again unable to locate your checking account. As a result, CMS sent you a final Payment Rejection Letter on July 21, 2015. For your reference, attached hereto as Exhibit “A” please find a copy of the May 19, 2015, June 18, 2015, and July 21, 2015 Payment Rejection Letters, respectively.
That said, our records indicate that on July 29, 2015 CMS corrected your account number for the monthly auto draft mortgage payments due to a clerical error when your auto draft was initially activated. Resultantly, that is the reason why your May 1, 2015, June 1, 2015, and July 1, 2015 monthly mortgage payments were not debited from your checking account. CMS sincerely apologizes for this inadvertent error and for any inconveniences you may have experienced.
On August 15, 2015 our records indicate that CMS successfully debited your checking account in the amount of $2,354.04 which was applied to your August 1, 2015 payment. Moreover, please accept this correspondence as further confirmation that all late fees assessed as a result of your May 1, 2015 through July 1, 2015 mortgage payments have been waived and that no credit delinquencies have been reported to the credit bureaus. Lastly, as of the date of this correspondence, your loan is next due for the September 1, 2015 payment in the amount of $2,354.04 and that CMS is scheduled to debit your checking account on September 15, 2015. For your reference, attached hereto as Exhibit “B” please find a copy of a twenty-four (24) month payment history along with the transaction codes and definitions. Once again, CMS sincerely apologizes for this inadvertent error and for any inconveniences you may have experienced.
In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a 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,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of 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 the Customer Service Department 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.
They fixed the error in the last complaint and now are reporting delinquent for March, April, and May.  See Attached.  Thanks.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
The timeline and responses were a bit off. However, I have received the final payment for the insurance claim and am content at this point.  Regards,
[redacted]

August 25, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Dear Ms....

[redacted]:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 30, 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]”) to CMS. Shortly thereafter, you claim that CMS informed you that your monthly mortgage payment would increase in order to collect an escrow shortage. Also, you state that CMS informed you that your flood insurance would no longer be disbursed from your escrow account. Consequently, your desired resolution is for CMS to pay your yearly flood insurance premium from your escrow account or refund you the total amount due for your yearly flood insurance premium from your escrow account so you may pay the insurance company directly.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, 2015. At the time of the service transfer your loan was contractually current and due for the May 1, 2015 payment.
Based on a review of your loan, please be advised that on May 8, 2015 CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”). For your reference, attached hereto as Exhibit “A” please find a copy of the May 8, 2015 AEADS. The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning July 2015 and ending June 2016. More specifically, the AEADS projected that your yearly county taxes would be $3,877.85, your yearly homeowners insurance premium would be $1,420.00, and that your yearly flood insurance premium would be $414.00. Correspondingly, your total disbursements for your escrow cycle beginning July 2015 and ending June 2016 were calculated to be $5,711.85, which if spread over a 12-month period is equal to approximately $475.98 every month.
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 (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve months, unless state law allows for a lesser amount. 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].
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 is $951.96, which represents two months of escrow payments.
Based on the calculations from the May 8, 2015 AEADS, your low point escrow balance was $472.14. As a result, in order to reach a low point escrow balance of $951.96, the allowed 1/6th escrow cushion, CMS would have collected an escrow shortage in the total amount of $479.82. Please note that your escrow shortage would have been collected over a twelve (12) month period starting with your July 1, 2015 payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $39.97, from $2,053.58 to $2,093.55.
Thereafter, on July 14, 2015 our records indicate that CMS reanalyzed your escrow account and sent you a new AEADS. For your reference, attached hereto as Exhibit “B” please find a copy of the July 14, 2015 AEADS. Please note that CMS reanalyzed your escrow account after being notified that the Federal Emergency Management Agency of the United States Department of Homeland Security no longer identified your property as being located within a flood zone. As a result, the July 14, 2015 AEADS no longer projected a disbursement for a yearly flood insurance premium. Moreover, your new escrow shortage was calculated to be $60.34 instead of the previous escrow shortage in the amount of $479.82. As a result, your overall monthly mortgage payment decreased by $69.46 from $2,093.55 to $2,024.09.
Nevertheless, please note that you still have the option to purchase your own flood insurance premium if you wish to have that coverage. CMS will no longer disburse a payment on your behalf from your escrow account because our policy is to disburse a payment for flood insurance only when your property is located within a flood zone per the Federal Emergency Management Agency.
As of the date of this correspondence our records indicate you are next due for the September 1, 2015 payment in the amount of $2,024.09. As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late charge. In other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the month.
As a result of our investigation we find no evidence of wrongdoing on CMS’s behalf. Additionally, 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. Furthermore, CMS will not disburse a payment from your escrow account for the yearly flood insurance premium or refund you the premium amount due. Once again, you have the option to purchase your own flood insurance premium if you wish to have that coverage.
In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a 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,
[redacted]
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of 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 the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

July 6, 2016     Original response sent via regular mail   [redacted]   RE:      Loan No.:                    [redacted]                         Complaint No.:           [redacted]                         Borrower:                    [redacted]                         Co-borrower:               [redacted]                         Property Address:       [redacted]   Dear Mr. & Mrs. [redacted]:                                         ...⇄ The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your request for additional information filed with the Revdex.com (“Revdex.com”) received in our office via email on June 30, 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 request for additional information, you are requesting a payment history for the life of the loan.   As a preliminary matter, please accept this correspondence as confirmation that your loan was service transferred from [redacted] to CMS on July 1, 2007. For your reference, attached hereto as Exhibit “A” please find a copy of the Joint Notice of Assignment, Sale or Transfer of Servicing Rights that was sent to your mailing address on July 12, 2007.   Consequently, it is important to understand that CMS only applied the mortgage payments that were made on or after July 1, 2007 to your account. For your reference, attached hereto as Exhibit “B” please find a payment history along with the transaction codes and definitions starting with your July 1, 2007 mortgage payment through your most recent payment received on June 17, 2016 and applied to your May 1, 2016 mortgage payment.   Once again, to the extent that you continue to believe that CMS has improperly serviced your account or misapplied your mortgage payments, we ask that you provide whatever evidence you may have of the purported servicing error or misapplied mortgage payments. To expedite receipt of the additional information, please send it via facsimile directly to my attention at [redacted]. In the absence of any such evidence, we respectfully continue to submit that CMS has properly serviced your account pursuant to the terms of your mortgage loan agreement and in accordance with applicable law and program guidelines. Moreover, we also respectfully submit that all of your mortgage payments have been applied to your account and that all of the fees assessed on your account are proper and valid.   We trust that this communication addresses all of the concerns noted in your request for additional information. 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].   ARKANSAS Arkansas Residents Only: 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].

September 1, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]8
Complaint No.: [redacted]
Borrower: [redacted]
Co-borrower: [redacted]
Property Address: [redacted]...

[redacted]
Dear Mr. & Mrs. Hoffman:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on August 6, 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 transferred from [redacted] (“[redacted]”) to CMS. You go on to say that CMS has failed to report your loan payment history and account status to the major credit bureaus since the effective date of service transfer. After contacting CMS, you state you were provided with inconsistent information as to when CMS would begin reporting your loan information to the credit bureaus. Consequently, your desired resolution is for CMS to immediately report your loan payment history and account status to the credit bureaus and provide confirmation of the same.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, 2015. At the time of the service transfer your loan was contractually current and due for the April 1, 2015 payment.
As a preliminary matter, while CMS began servicing your loan as of April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) prevents CMS from treating any payment as late for any purposes until the expiration of the sixty (60) days after the effective date of service transfer. This information is outlined on page two (2) of the Notice of Servicing Transfer (“Hello Letter”) that CMS sent you on April 6, 2015. For your reference, attached hereto as Exhibit “A” please find a copy of the April 6, 2015 Hello Letter. As a result, in order to comply with RESPA guidelines, CMS suppressed the reporting of your loan payment history and account status for the period of sixty (60) days following the effective date of service transfer from your prior servicer to CMS.
Specifically, please note that CMS typically reports your loan payment history and account status to the major credit bureaus on or about the tenth (10th) day of the following month. For example, CMS will report to the credit bureaus on or about February 10, 2015 for the loan payment history and account status encompassing the month of January 2015. Please further note that because your loan was transferred to CMS on April 2, 2015, the sixty (60) day period did not expire until the end of business on June 2, 2015. Consequently, CMS suppressed credit reporting for the months of April 2015, May 2015, and June 2015.
That said, our records do indicate that on August 10, 2015 our office reported your loan payment history and account status to the major credit bureaus for the month of July 2015. For your knowledge, the Fair Credit Reporting Act (“FCRA”) requires each of the major credit bureaus ([redacted], and [redacted]) to provide you with a free copy of your credit report, at your request, once every twelve (12) months. If you would like to obtain additional information regarding your rights as a consumer or a free copy of your credit report, CMS encourages you to visit the United States Federal Trade Commission (“FTC”) website at [redacted].
Additionally, regarding the alleged inconsistent information you claim to have received from our CMS representatives regarding the exact date that CMS would report your loan payment history and account status, CMS sincerely apologizes for any inadvertent miscommunication you may have received regarding the exact date that CMS would begin reporting to the major credit bureaus.
As of the date of this correspondence, our records indicate receipt of your August 7, 2015 payment in the amount of $2,398.19 and applied to your August 1, 2015 payment. Your account is now due for the September 1, 2015 payment in the amount of $2,398.19. As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late charge. In other words, the mortgage payments are due on the first (1st) of each month and a late fee will be assessed if the payment is received after the sixteenth (16th) of the month.
In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a 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,
[redacted]
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of 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 the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

September 1, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Property Address: [redacted]
Dear Ms. [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 August 19, 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 rebuttal, you allege that when you contacted CMS our representatives failed to properly advise you of all the documents required to become an authorized representative on the account. You go on to say that if the CMS representatives would have advised you upfront of all the documents required to become an authorized representative on the account, you would have already provided the necessary documents to CMS.
Specifically, regarding the inconsistent information you claim to have received from our CMS representatives about the required documents to become an authorized representative on the account, CMS sincerely apologizes for any perceived miscommunication that you believe you may have received. Additionally, please note that our department will escalate your concerns to the management team of that particular business unit so that our representatives can offer a better customer experience going forward.
That said, CMS still needs a copy of the death certificate for the borrower, [redacted], a copy of your birth certificate, and a letter of authorization from you that includes your name, your contact number, and your password/identifier. Please note that CMS is not asking that you resubmit a copy of the Order of Summary Administration or of the Order Determining Protected Homestead Status of Real Property.
Also, as previously advised, in order to expedite receipt of the additional documents and for CMS to add you as an authorized representative on the account, please make certain to fax the additional documents directly to my attention at [redacted]. Once you have faxed the additional documents, please call me directly at [redacted] so I may confirm receipt. Furthermore, please also know that CMS will do everything in its power to process your request within a reasonable timeframe not to exceed thirty (30) days from the date of receipt of the additional documents.
Also, as a reminder, once you are added as an authorized representative on the account, you may then submit your loan assumption eligibility request. Upon receipt of your request, our Customer Service Research Department will generate an Assumption of Mortgage packet for your review. You may submit your loan assumption eligibility request directly to our Customer Service Research Department via fax at [redacted]. Please make certain to include your name and the loan number on every page of your request.
In closing, please also note that because CMS has now addressed these issues on multiple occasions, our office 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]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of 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 the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

June 6, 2016     Original response sent via regular mail   [redacted]   RE:      Loan...

No.:                    [redacted]                         Complaint No.:           [redacted]                         Borrower:                    [redacted]                         Co-borrower:               [redacted]                         Property Address:       [redacted]   Dear Mr. & Mrs. [redacted]:                                         ...⇄ The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on May 9, 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 has consistently called you each month with regard to the collection of your mortgage payments prior to the payment due date. Also, you state that CMS has sent you foreclosure notices and added excessive fees to your account. As a result, you feel that CMS’s actions in servicing your account are unprofessional, improper, and threatening. You go on to say that you sent a mortgage payment to CMS and that it was returned to you. Notwithstanding the payment that CMS returned to you, you state that you sent additional mortgage payments to bring your loan current. Consequently, your desired resolution is for CMS to cease the foreclosure action, update your credit report with the credit reporting agencies, remove any fees that may have been assessed to your account, and to provide you with a payment history.   As a preliminary matter, please accept this correspondence as confirmation that CMS did not refer the property to foreclosure. As of the date of this correspondence, your payment history reflects that your loan is current through April of 2016 and due for both the May 1, 2016 and June 1, 2016 mortgage payments.   On February 23, 2016, CMS sent you a Notice of Intent to Foreclose (“NOI”). The purpose of the NOI was to advise you that your loan was in default and due for the January 1, 2016 through February 1, 2016 mortgage payments. Additionally, the NOI advised you that in order to cure the loan delinquency a payment in the amount of $1,602.71 was required, minus an unapplied funds credit balance in the amount of $532.96.   Furthermore, please note that the NOI also advised you that subsequent payments, late charges, and other fees would be added to the reinstatement amount as they became due and assessed to your loan. Please be further advised that the NOI is a system generated letter that is issued for every loan that has become past due for more than thirty-one (31) days and is required by law prior to any initiation of a foreclosure proceeding. Lastly, please note that CMS’s intent in providing customers with an NOI is solely to comply with applicable law, attempt to make arrangements to resolve the delinquency, and to provide our customers with information regarding the consequences if they fail to cure their delinquency. For your records, attached hereto as Exhibit “A” please find a copy of the NOI that CMS sent you on February 23, 2016 via regular and certified United States Postal Service (“USPS”) mail.   On April 5, 2016, CMS received a payment from you in the amount of $730.00. That same day, CMS returned the payment to you because it was short of the total amount required to bring your loan current. For your reference, attached hereto as Exhibit “B” please find a copy of the April 5, 2016 Payment Rejection Letter.   Subsequently, on April 6, 2016, CMS sent you a Pre-Foreclosure Notice (“PFN”). The purpose of the PFN was to advise you of the delinquent status of your loan, to advise you that foreclosure proceedings might be initiated, and to provide you with our contact information should you have any questions or concerns with regard to the notice or your account status. Additionally, the PFN advised you of several foreclosure prevention alternatives that may still be available to you should you want to apply for mortgage assistance. For your reference, attached hereto as Exhibit “C” please find a copy of the April 6, 2016 PFN.   With regard to your mortgage payment in the amount of $1,640.56, our records indicate that CMS received your payment on April 18, 2016. At the time that CMS received your payment, your account was delinquent and due for the January 1, 2016 mortgage payment. That same day, CMS combined your payment in the amount of $1,640.56 with your unapplied funds credit balance in the amount of $532.96 for a total balance of $2,173.52. Of that total amount, CMS applied $713.52 to your January 1, 2016 mortgage payment, $713.52 to your February 1, 2016 mortgage payment, and $713.52 to your March 1, 2016 mortgage payment. After applying the aforesaid payments, your account became due for the April 1, 2016 mortgage payment and your unapplied funds credit balance decreased to $32.96.   On May 7, 2016, CMS sent you another NOI. The purpose of the NOI was to advise you that your loan was in default and due for the April 1, 2016 through May 1, 2016 mortgage payments. Additionally, the NOI also advised you that in order to cure the loan delinquency a payment in the amount of $1,678.05 was required, minus an unapplied funds credit balance in the amount of $32.96. For your records, attached hereto as Exhibit “D” please find a copy of the NOI that CMS sent you on May 7, 2016 via regular and certified USPS mail.   Thereafter, on May 23, 2016, CMS received a payment from you in the amount of $713.52. That same day, CMS applied your payment to the April 1, 2016 mortgage payment. As a reminder, your account is current through April of 2016 and due for the May 1, 2016 and June 1, 2016 mortgage payments in the amount of $1,427.04, late charges in the amount of $186.64, and uncollected fees in the amount of $60.00 for a total amount due of $1,673.68. For your reference and review, attached hereto as Exhibit “E” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions.   As it pertains to the phone calls you allege to have received from our office, please note that it is not CMS’s intent to be threatening or invasive. Our calls are intended solely to provide you with a courtesy reminder that your mortgage payment is due in an effort to assist you to avoid a late charge and other adverse consequences of delinquency. Nevertheless, CMS sincerely apologizes for any perceived unprofessional customer service you believe you may have received during your phone conversations with our office.   Please further note that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late charge will be assessed to your account pursuant to the terms of your mortgage loan agreement. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.   In closing, we would like to take this opportunity to remind you that CMS continues to offer several no-cost mortgage assistance programs that are designed to assist borrowers with their mortgage. To the extent that you are experiencing a financial hardship and cannot afford your monthly mortgage payment, CMS strongly encourages you to visit our website to explore the mortgage assistance opportunities that may be available to you by visiting [redacted] or by calling our Home Retention Department to speak with a representative at [redacted], Monday through Friday, from 7:00AM to 5:00PM, Pacific Time.   Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Contrary to your allegations, our records are clear that CMS has properly serviced your account pursuant to the terms of your mortgage loan agreement and in accordance with applicable law and program guidelines. Moreover, our records are clear that all of the fees assessed on your account are proper and valid. Furthermore, please know that CMS is obligated by federal law to provide timely and accurate credit reporting with regard to your account status and payment history. As a result, we submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment history. Correspondingly, CMS respectfully denies your request to remove any fees assessed to your account or any account delinquencies reported to the credit reporting agencies.   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 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,       [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].   ARKANSAS Arkansas Residents Only: 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].

March 31, 2017
[redacted]
9901 NE 7th Avenue, Suite C119
[redacted], WA [redacted]
RE: Complaint ID No.: [redacted]
Loan No.: [redacted]
Property Address: [redacted], WA 98683

Dear Mr. [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 March 22, 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. You indicate that you have another loan with CMS (loan number [redacted]), and that you did not receive notification that your payment had changed due to an escrow analysis on that loan either. You further claim that when you paid the payment short of the full monthly payment amount for your loan ending in 7391, CMS accepted your payment, but (unlike with your loan ending in 9545), did not post the payment to Unapplied funds. You indicate that you called CMS to inquire about this, and you were informed that CMS accepted your short payment for your loan ending in 7391 because the shortage was less than $50.00, and that CMS had not accepted your short payment on your loan ending in 9545 because the shortage was over $50.00. You state that your loan documents do not disclose anything about a $50.00 threshold, nor do those documents state that your payments would not be accepted if the payment is short more than $50.00. You state that you believe CMS should have either accepted both payments short, or should have returned both of these short payments to you. Lastly, your desired resolution is to have CMS remove your 30 day late reporting on the subject loan.

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.
As indicated in our prior response, our records show that CMS completed an escrow analysis on October 21, 2016. That same day, CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”) that notified you of the payment change from $1,255.13 to $1,306.78 beginning with your December 1, 2016 payment. Attached for your ease of reference is a copy of this escrow analysis. The AEADS was delivered to your mailing address of record.
In addition, on December 18, 2016 CMS sent you a notice that informed you the December 1, 2016 payment had not been received. Attached for your ease of reference is a copy of this notice. Moreover, on December 19, 2016 CMS sent you a billing statement that informed you your payment in the amount of $1,255.13 had been applied to suspense as the payment was short of the full monthly payment of $1,306.78. Attached for your ease of reference is a copy of this statement.
On January 3, 2017, you called CMS and during this call you indicated that you had not received notification of the payment change. The CMS representative informed you that the AEADS had been sent to you on October 21, 2016. At your request the CMS Representative processed your payment by phone in the amount of $51.55 to complete your December 1, 2016 payment. Additionally, the CMS representative waived the associated fee of $15.00 for processing a payment by phone, and also obtained approval from a Supervisor to waive your late fee in the amount of $52.27 as a courtesy.
Upon further review, our records show that you paid your October 2016 and November 2016 payments using the CMS website on-line payment service. Attached for your ease of reference are copies of your October 10, 2016, and November 10, 2016 payment transactions. It is important to note that the CMS website provides you immediate information about your loan and the December 1, 2016 payment amount. It is also important to note that the CMS website provides you access to your billing statements, escrow analyses and year-end statements.
Lastly, please be advised that the $50.00 threshold that has been established by CMS is solely as an expression of our commitment to the highest standards of customer satisfaction. Your Deed of Trust securing the loan ending in 9545 clearly provides that any shortage in the payment amount is an event of default (see Section 2(c), which provides as follows: “Any deficiency in the amount of such aggregate monthly payment shall, unless made good by the Grantor prior to the due date of the next such payment, constitute an event of default under this Deed of Trust.”) Nevertheless, CMS established its $50.00 threshold to provide leniency to our customers in limited circumstances. Regrettably, your payment on your loan ending in 9545 was over $50.00 short and therefore, this payment was applied to the Unapplied account, in accordance with our established payment posting policies and procedures. Again, CMS is not obligated to apply payments short of the $50.00 threshold, but does so as an accommodation for customers. Neither the terms of your Deed of Trust nor CMS policy require CMS to extend such accommodation to payments short by more than $50.00.
In light of the above, we have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information at this time. We are, therefore, unable to make the requested changes to the reported information. It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information. Attached for your ease of reference is a copy of your Note and Deed of Trust which outline the terms and conditions of your loan.
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 ###-###-####, 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.

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.
My complaint was specifically for Carrington to further investigate and remove the late from their record, which they have not done.   The block on my account should not have been there in the first place, and prevented me from making my March payment on time.  All they have done here is send a copy of the response to my complaint that I made directly to them.  The letter that Carrington speaks of is a letter I would get each month, automatically, even after confirming my bank account information as they requested! Furthermore, the block remained even after I called a Carrington representative who told me it took 24 hours and was not offered any other payment option from him.  The letter you sent has no mention of a 24 hour period! The block remained after I had called Carrington each month to notify them [redacted] confirmed that my routing and account info have not changed and the payment /account information I gave was correct.  Each time I have made a payment, it was paid with no issues from my bank.   There has never been an issue with [redacted] not paying, and they did not notify you I have a change in my account or routing number as stated in your letter.  I even had a [redacted] Representative ([redacted]) confirm this over the phone with a Carrington representative on a three-way-call.  The block still remained even after I had my bank talk to Carrington!  I have a letter attached  from my bank confirming that I did in fact have funds on March 31st to make my payment before it was considered late, and that my account information has not changed, (I have been a member there for over 16 years) which is why Carrington claims there had to be a  block on my account.  I read several complaints online ([redacted] and Revdex.com) in regards to this same issue where people were "mysteriously blocked from making a payments" for no reason and an endless amount of customer service issues.  Something needs to be done about it so that others do not have to go through what I went through.  Since I have made my first complaint, I have refinanced and I am so happy I don't have to deal with automatic payment blocks each month and horrible customer service!!!!!!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I  do not agree that the agent did not hang up on me-she did!  Also, I believe that the new automatic payment will be taken out of my account on 2/1/17 and further on.  I need confirmation of that.  I knew that the new payment could not be changed after speaking with an agent when I received the letter of the new payment amount.  All I want to know is that it will be automatically taken out of my account.  I need an answer immediately as I will not send a check to you as it should be taken out of my account.  By the way, all of the nonsense you sent me is of no interest to me.  PLEASE LET ME KNOW THAT THE AMOUNT WILL BE TAKEN OUT OF MY ACCOUNT ON FEBRUARY 1, 2017. mg

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 answer still does not explain the payment increase of $100+/- in my opinion. The Check for $733.00 that I received from Arrowhead insurance stated it was a refund for overpayment. Even if the $733 was an error and it had to be repaid that would add $61 to the payment for 12 months; if I add in the fact that my insurance had increase $200 that would only add $17 for a total of $78. Also, the $200 annual insurance increase was gradual over the 5 year period.]
Regards,
[redacted]