Carrington Mortgage Services LLC

September 23, 2016       [redacted]
[redacted]
[redacted]
[redacted]  [redacted]     RE:      Complaint No.:           [redacted] Loan No.:                    [redacted] Property Address:       [redacted]  [redacted]     Dear Mr. and Mrs. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal to our response to your complaint (the “Rebuttal”) filed with the Revdex.com (“Revdex.com”) and received in our office via email on September 14, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your Rebuttal, you indicate that you have reviewed our response to the initial complaint, and have determined that it does not resolve your complaint.  You allege that the bankruptcy discharge of 2011 had nothing to do with this property.  In addition, you express concerns with the recent escrow analysis received by CMS that shows an increase in your monthly payment.    We regret that you were dissatisfied with our response to your complaint.  CMS is committed to the highest standards of customer satisfaction and professionalism, and for this reason, we take all legitimate complaints regarding the conduct of our business very seriously.  Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately.  Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our prior response and further address your concerns.    As previously mentioned in the prior response, the records show that you filed for Chapter 7 bankruptcy protection on January 4, 2011, case number [redacted], and you received a discharge of this debt on April 29, 2011.  Moreover, our recent search in the Public Access to Court Electronic Records (“PACER”) shows that this loan was included in this discharge order.  There is no record that the loan was reaffirmed prior to the discharge.  As a reaffirmation was not filed by you prior to obtaining the discharge, you are no longer personally liable to repay the discharged debt.  Accordingly, CMS will continue to service this loan as a discharged debt.    Also mentioned in the prior response, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition.  This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date.    Accordingly, on August 25, 2016 an Escrow Analysis was completed.  This Escrow Analysis was completed as part of the post service transfer requirements mentioned above.  That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”).  A copy is attached for your ease of reference.  The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning October 1, 2016 and ending September 30, 2017. More specifically, the AEADS projected that your yearly school taxes would be $2,675.61, your city taxes would be $504.41, and your yearly homeowners insurance premium would be $818.00.  Correspondingly, your total disbursements for your escrow cycle beginning October 1, 2016 and ending September 30, 2017 were calculated to be $3,998.02.  The total projected escrow advances divided by twelve equals $333.16 per month and represents the required escrow payment beginning October 1, 2016.    In addition, 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 which is over a twelve-month period. 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 http://portal.hud.gov/hudportal/HUD.   In light of the above, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning October 1, 2016 and ending September 30, 2017. The total escrow cushion that CMS may collect is $666.32.    Please note that this AEADS shows a surplus in the amount of $4.19.  For an explanation of the escrow surplus please refer to the next section of the AEADS, below the Projected Escrow Activity from October 1, 2016 and ending September 30, 2017 and note the projected low point balance of $670.51 for August 2017.  Looking at the next column for the same date under “Required”, please note that the required low point balance should be $666.32 (1/6th cushion).  As such, the difference between the projected low point balance of $670.51 and the required low point balance of $666.32 equals $4.19.  The following is a summary of the total payment amount beginning October 1, 2016.   Principal and Interest Payment                       $   822.09 Escrow Payment                                             $   333.16 Total:                                                               $1,155.25   Please note that your current payment of $1,150.30 includes a principal and interest payment in the amount of $822.09 and an escrow payment in the amount of $328.21.  Based on the projected escrow advances of $3,998.02 and the required cushion for your escrow account, your prior escrow payment would be insufficient and would result in an escrow shortage.  Additionally, the annual escrow analysis is required by law, and payment adjustments may be required from time to time to ensure proper accounting of escrow funds and also to insure sufficient funds for projected disbursement for the payment of taxes and insurance.   While we understand you would have preferred a different outcome, we respectfully submit that the collection of the cushion is permitted by law and common within the mortgage industry. Therefore, CMS will continue to comply with federal law and collect the allowable escrow cushion.  Attached for your ease of reference is a payment history that shows payment and escrow transactions with escrow balances from August 25, 2014 to September 12, 2016.   In light of the above, we again respectfully suggest that all of the concerns noted in the complaint have been fully addressed.  If you continue to have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate         -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567.  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.           -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-5474.   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.

July 13, 2015Via First Class Mail:[redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is...

inreceipt of your complaint filed with the Revdex.com ("Revdex.com") received in our officevia email on June 16, 2015. CMS is committed to responsible lending and servicing, and wewould 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 raised concern regarding a delinquency notice warningyou of foreclosure. You also expressed dissatisfaction with CMS' s telephone wait time,confusion about CMS 's hours of operation, and that different departments at CMS may beproviding inconsistent account information.At the outset, a review of our records found that this Federal Housing Administration ("FHA")insured loan originated on or about March 30, 2009 in the amount of $111,925.00. As you areaware, the servicing of the loan transferred to CMS on or about August 1, 2014. Attached foryour ease of reference are copies of the Note and Mortgage both dated March 30, 2009 and theAugust 6, 2014 Notice of Servicing Transfer ("Hello Letter"). At the time of the service transfer,your loan was delinquent and due for the November 1, 2013 payment.Shortly after the August 1, 2014 service transfer to CMS, the loan was identified as having anactive Trial Payment Plan ("TPP"), with an August 1, 2014 effective date that had been preparedby the prior servicer. It is customary for CMS to hold the monthly mortgage payments inunapplied status while completing the post-transfer diligence process for an account that has apending loan modification at the time of transfer. Once the loan modification is complete, CMSapplies the payments that are being held in an unapplied status to the loan in chronological order,with the most delinquent date being the first payment applied.The TPP set forth a monthly trial payment amount of $744.96, with the payments due on orbefore the first day of each respective month. After the loan transferred, CMS began receivingfunds at the TPP payment amount of $744.96, beginning in August 2014 until May 2015. Thesepayments were applied to the past-due months of November 2013 through June 2014. Then, onApril 16, 2015, CMS sent you the attached Final Loan Modification Coversheet, which includeda Loan Modification Agreement ("LMA") that you would need to sign. CMS subsequentlyreceived your fully executed LMA on or about June 3, 2015 and promptly applied the modifiedterms to your loan.In your complaint, you expressed concern that you had received a delinquency notice warningyou of foreclosure. During the time period following the completion of your modification, CMSworked to apply the modified terms to your loan. However, before the modification could befully implemented, a Notice of Intent to Foreclose ("NOI") was sent to you on or about June 11,2015.It is important to note that the NOI is a system generated letter that is issued for every loan thathas become past due for more than thirty one (31) days and is required by law prior to anyinitiation of foreclosure proceedings. CMS apologizes that an NOI was sent to you during thetime when your modification was completed but not fully implemented. As was referencedabove, CMS was able to fully implement the modified terms to your loan and respectfullyrequests that you disregard the NOI sent to you.With regards to your contention that you were provided with inconsistent hours of operation forCMS, we would like to thank you for bringing this matter to our attention and would like toapologize for any inconvenience you may have experienced in reaching the CMS CustomerService Department during normal business hours. Please note that the CMS Customer ServiceDepartment can be reached at [redacted], 8:00 AM to 8:00PM, Monday through Friday,Eastern Standard Time. CMS is reviewing the relevant correspondence and will ensure thatgoing forward each contains the accurate Customer Service Department hours.In your complaint, you contend that you were on telephone hold for a CMS representative forover thirty-seven (37) minutes. We acknowledge that CMS may, at times, experience anunusually high volume of calls. Consequently, although CMS strives to answer all customer callspromptly, customers calling CMS may have occasionally experienced infrequent hold periodslonger than we prefer while waiting to speak with a CMS representative. Please know that CMSdoes everything in its power to speak with all customers and answer as many calls as possiblewithin a reasonable timeframe. Nevertheless, CMS understands your frustration and we sincerelyapologize for any inconvenience you may have experienced and we will continue to improve onour services in order to offer a better experience for all of our customers.With regards to your assertion that the various departments within CMS did not conveyconsistent information and with the information provided in your complaint, we are unable toidentify the subject inconsistencies. If you are able to provide specific instances, we will conductfurther research and review this issue in detail.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, Pacific Time.Sincerely, [redacted]Customer AdvocateCC: [redacted] (Revdex.com San Diego)

May 21, 2015
 
 
[redacted]
 
RE:      Loan No.:                    [redacted]
            Complaint No.:           [redacted]
 
Dear Mr. [redacted]:
 
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal received in our office via email on May 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.
 
 
While we regret that you were dissatisfied with our initial response to your complaint.  CMS is committed to the highest standards of customer satisfaction and professionalism.  For this reason, we work very hard to provide exception training to our associates and we take all legitimate complaints regarding the conduct of our business very seriously.  Although we understand you are not pleased with our response, your complaint was investigated fairly and we believe it was resolved appropriately. 
 
Lastly, it is also important to note that our original response dated May 1, 2015 contained verbiage which referred to you as Ms. [redacted] instead of Mr. [redacted].  We sincerely apologize for this inadvertent 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, Pacific Time.
 
Sincerely,
 
 
[redacted]
Customer Advocate
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or 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 9:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
 
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
 
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
 
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
 
-HUD STATEMENT-
Pursuant to section 169 of the Housing and Community Development Act of 1987, you may have the opportunity to receive counseling from various local agencies regarding the retention of your home.  You may obtain a list of the HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number at [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 Service Members Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [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 9:00 p.m. Eastern Time or by mail at [redacted].

April 29, 2015Via Regular Mail:[redacted] RE: Complaint No. : [redacted] Loan No.: [redacted] Property Address: [redacted]Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage...

Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com ("Revdex.com") received in our officevia email on April 3, 2015. CMS is committed to responsible lending and servicing and wewould like to address any concerns you may have. The following is our response to the issue(s)raised in the inquiry.As we understand your complaint, you claim that after your house was lost due to fire, you wereassessed late charges and that you received notice that your property was being placed intoforeclosure. You also state that you contacted CMS to request the payoff amount to bring yourloan current several times and were told different information in each instance. You further claimthat you were told by CMS that the insurance proceeds check you mailed to us did not cover thefull payoff amount even though the insurance check was for $3,000 more than the payoffamount.At the outset, please note that the servicing of your loan transferred from Bank of America("BANA") to CMS on August 2, 2014. Attached is a copy of the August 3, 2014 Notice ofService Transfer ("Hello Letter") sent to you by CMS.In your complaint, you stated that you were improperly assessed late charges as your house waslost to a fire. It is important to note, that while CMS began servicing the loan as of August 2,2014, the Real Estate Settlement Procedures Act ("RESP A") at 12 USC 2605( d) prevents CMSfrom treating any payment as late for any purposes until the expiration of sixty days after theeffective date of the servicing acquisition. This sixty day period is specifically intended to allowthe acquiring servicer the necessary time to receive the acquisition file from the prior servicerand to ensure the records of the acquiring servicer reflect the correct loan information.A review of our records indicates that you were only assessed late fees for your late payments forSeptember and October 2014. Your loan was not assessed a late fee for your outstandingmortgage payments due for January 1, 2015 and February 1, 2015. A summary of your paymenthistory is as follows.On August 18, 2014, CMS received your payment in the amount of $741.34 for your August 2,20I4 payment. No late fee was assessed to your account for this payment pursuant to the RESPAsixty day servicing transfer period. Please be advised that because CMS was not in receipt ofyour September 1, 20I4 payment within the sixty day RESPA period, a late charge of $58.89was assessed to your loan. CMS also assessed a second late charge to your loan as CMS was notin receipt of your October 1, 2014 mortgage payment on or before October 16, 2014.Following your August 2014 payment, CMS did not receive another payment from you untilNovember 6, 2014. On November 6, 2014, you remitted a cumulative payment in the amount of$2,262.65 for your September 1, 2014, October 1, 2014 and November 1, 2014 payments.However, only one of the two late charges in the amount of $58.89 was satisfied with yourNovember 6, 2014 payment. A breakdown of how your November 6, 2014 payment was appliedto your loan is as follows: September 1, 2014 Payment. ......... .... ....................... . ........ $741.34 October 1, 2014 Payment. .. ... ... ........ ......... ... ... ... . ..... .. ... .. .. $731.21 November 1, 2014 Payment.. ... .. .. .. ...... . ........ ..... . ....... .. .. ... . $731.21 Late Charge (September 1, 2014) ................. ... ... .. ... .. ..... . .. ... $58.89 Total Payment Received on November 6, 2014.................................$2,262.65On December 15, 2014 CMS received funds in the amount of $731.21 which was applied to yourDecember I, 2014 payment. No late fee was assessed to your account for this payment as CMSwas in receipt of your full payment on or before the sixteenth day ofthe month. Your December1, 2014 payment did not include funds to satisfy the late fee of $58.89, which remainedoutstanding for your October 1, 2014 payment. Following your December 15, 2014 payment,CMS did not receive any additional funds with the exception of the payoff check received onFebruary 25, 2015. Although CMS was entitled to additional late charges, CMS did not assessany additional late charges to your loan for the months of January and February 2015.I understand your concern that CMS may have mishandled the payoff check that you submittedto CMS on February 25, 2015 in the amount of $59,436.00. However, a review of our recordsindicates that CMS properly handled your payoff check with appropriate diligence and providedyou a refund of the excess proceeds within the timeframe required by applicable law. OnFebruary 25, 2015, CMS received your payoff check, a copy of the payoff statement, and a noterequesting CMS to send the remaining balance from the payoff to [redacted].On February 26, 2015, CMS applied $55,116.23 to your principal balance and $58.89 wasapplied to the outstanding late fee assessed on October 17, 2015 as the October 1, 2014 paymentwas not received by CMS within fifteen days after the payment due date. After all otheroutstanding payments were applied to your loan, the excess amount of $3,466.96 remained. Areview of our records indicates that the overage amount of $3,466.96 was issued to you onMarch 14, 2015, and the check cleared on April 14,2015.With regards to the late fees to the subject loan, our review shows that the fees in question werecorrectly assessed as the subject loan was over thirty (30) days delinquent when CMS receivedboth the September 1, 2014 and October 1. 2014 payments on November 6, 2014. Although weunderstand that your house was lost to a fire around January 3, 2015, these fees were incurredprior to that date. Additionally, you promised to pay by entering into a contractual obligation byexecuting the Note and Deed of Trust on June 20, 2006. Attached for your ease of reference is acopy of your Note and Deed of Trust ("Security Instrument") both dated June 20, 2006.Based on the terms and conditions outlined in the Security Instrument, you agreed to pay theprincipal sum of $62,010.00, with payments due on the first day of each month beginningSeptember 1, 2006. Pursuant to the terms of your Security Instrument, you are responsible for allof your monthly mortgage payments until your loan is paid in full. The loan agreement does notinclude a provision to exclude the obligation to make the monthly payment in the event theproperty is damaged by tire. However, oftentimes homeowners have provisions in theirhomeowners' insurance policy for times like these. It may be worth contacting your insuranceprovider to determine if you had this coverage.In your complaint, you also claim that a foreclosure action has been initiated against yourproperty. Please be advised that because CMS was not in receipt of the January 1, 2015 payment,the attached Notice of Intent to Foreclose ("NOI") was sent to you on February 5, 2015. WhileCMS issued you the attached NOI, at no time did CMS refer your loan to foreclosure.Additionally, CMS did not report to the credit reporting agencies that the loan was subject toforeclosure.We sincerely apologize for any perceived difficulties you encountered when attempting to obtainthe payoff quote from CMS. However, it appears CMS diligently attempted to assist you withyour payoff request on several occasions. Our records show that on January 7, 2015, you calledCMS several times requesting a verbal payoff quote immediately. You were advised by the CMSrepresentative to request your payoff quote online or via fax. Unfortunately, CMS is unable toprovide a payoff quote verbally over the telephone as the payoff request process can take severaldays to produce a quote. We sincerely apologize for any inconveniences you may haveexperienced in obtaining the payoff amount.On January 8, 2015, you contacted CMS and the representative provided you with the faxnumber to request a payoff statement. CMS then received another call from you on January 14,2015 requesting a payoff quote. The CMS representative provided you with the fax number andwith instructions regarding the submission of your payoff request. On January 27, 2015, CMSwas in receipt of a letter requesting that a payoff quote be faxed to your attention to (201) 706-2401. As supported by the attached Payoff Statement dated January 28, 2015, a payoff quote wastimely generated at your request and sent to you via fax at the number you provided.On February 9, 2015, you called CMS and requested an update regarding your payoff statement.Later the same day, CMS attempted to reach you by phone and left a voicemail advising you thatyour payoff quote was faxed to you and sent via regular mail. CMS then generated an AmendedPayoff Statement dated February 11, 2015, which provided updated payoff figures to you.Attached for your ease of reference is a copy of the February 11, 2015 Amended PayoffStatement. Subsequently on February 12, 2015 and February 13, 2015, CMS attempted to faxyou the requested payoff quote to your fax number of [redacted]. However, both attemptsreturned with no answer.With regard to your request that CMS reverse any negative credit reporting accrued, CMSrespectfully declines as the information reported to the credit agencies properly reflects your loaninformation and status. As supported by the information above, you did not remit your January1, 2015 payment within thirty days of the due date. Any negative credit reporting accrued due tothe missing January 1, 2015 payment is legitimate. As your loan was paid in full beforebecoming thirty (30) days delinquent on February 26, 2015, you were not reported negatively toa crediting agency for that month. Attached for your ease of reference is a letter dated March 30,2015. CMS submitted an electronic credit correction to the credit reporting agencies in order toshow the February 1, 2015 payment rating as current and not thirty (30) days delinquent. Pleasebe advised that it may take up to thirty (30) days from the date of correction for the creditreporting agencies to update their records. It is important to note that CMS is obligated byfederal law to provide timely and accurate credit reporting in regard to the current loan status,payment history and loan information.In response to your claim that you were notified that you still owed $700.00 after CMS receivedand applied the payoff funds to your loan, CMS is unable to locate any evidence to support thisclaim. While CMS strives to provide reliable and accurate information to all borrowers, shouldyou have been provided with incorrect information, your complaint indicates that the CMSrepresentative promptly corrected any misstatement that may have been made to you.Regardless, CMS sincerely apologizes for any inconvenience you may have experienced due toany misinformation you may have temporarily received.Lastly, 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 have concluded that CMS has properly serviced your loan includingproviding you with a timely payoff statement, properly applying the payoff to your loan andpromptly issueing the payoff refund, and has correctly reported loan and payment information tothe major credit reporting agencies.We trust that this communication addresses all of theconcerns noted in the complaint. If you have any further questions, please contact theundersigned at [redacted], Monday through Friday, 8:00AM to 5:00 PM, Pacific Time.Sincerely, ~[redacted]Customer Service AdvocateCC: Revdex.com      [redacted] at [redacted]

July 10, 2015
 
[redacted]
 
 
RE:      Loan No.:                   ...

            [redacted]
            Customer/Complainant:           [redacted]
Property Address:                   [redacted]
            Complaint ID.:                        [redacted]                   
 
Dear Ms. [redacted]:
 
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint (the “Complaint”) filed with the Revdex.com (“Revdex.com”) received in our office via email on June 15, 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 issues raised in your Complaint.
 
As we understand the Complaint, you allege that CMS failed to notify you that CMS would not be making payments towards your flood insurance policy even though your prior servicer, [redacted], N.A. (“[redacted]”), had been making such payments. You express concern that other borrowers may not be aware that CMS will not be paying the premiums for their flood insurance policies, if any.
 
At the outset, please note that the servicing of your Federal Housing Administration (“FHA”) insured loan transferred from [redacted] (“[redacted]”) to CMS on or about April 2, 2015. Attached for your ease of reference is a copy of the April 6, 2015 Notice of Service Transfer (“Hello Letter”) sent to you by CMS.
 
Please be advised that CMS does not escrow for flood insurance where such insurance is not required. Our records show that in or around June 23, 2009, the Federal Emergency Management Agency (“FEMA”) determined that the Property is not located in a FEMA designated Special Flood Hazard Area (“SFHA”). As a result, you are not required to obtain mandatory flood insurance in connection with the Loan. A true and correct copy of the “Notice to Borrower Not In Special Hazard Area” dated June 23, 2009, and sent to you by FEMA is attached hereto for your ease of reference. CMS recently learned that [redacted] may escrow for flood insurance and pays flood insurance premiums even if a property is not located in a SFHA. Thus, prior to the April 2, 2015 servicing transfer, your Loan was escrowed for flood insurance by [redacted].
 
When a loan is acquired by CMS, we are required by law to run the first escrow analysis within sixty (60) days of the service transfer. Thus, on May 8, 2015 CMS ran an escrow analysis for the Loan. Because CMS had not yet received the FEMA flood determination and [redacted] had been paying the flood insurance premiums, the May 8, 2015 escrow analysis erroneously included the projected flood premium. On June 3, 2015, CMS completed another escrow analysis to remove the flood insurance.  This analysis lowered your monthly mortgage payment from $1,047.80 to $986.06 effective with your July 1, 2015 payment.  Additionally, on June 15, 2015, CMS advised you over the telephone that CMS would not be paying the flood insurance premiums since the Property is not designated as SFHA.  You are, of course, free to maintain whatever non-mandatory insurance you may choose and simply pay the premiums for such insurance directly to the insurance carrier.
 
CMS would like to take this opportunity to sincerely apologize for any inconvenience that you may have experienced due to the removal of the flood insurance premiums from the Loan’s escrow. CMS would also like to thank you for bringing this matter to its attention. CMS is currently in the process of contacting the borrowers with properties that are not in flood zones and which had flood insurance escrowed by [redacted], to notify them that CMS will not be escrowing the flood policies.
 
We trust that this communication addresses all of the concerns noted in the Complaint.  Carrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may have. We can be reached at [redacted] Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
 
 
Sincerely,
 
 
[redacted]
Customer Advocate
 
cc:  Revdex.com
 
 
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 54285, Irvine, CA 92619-4285, 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 Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

September 15, 2015
 
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
RE:      Complaint No.:           [redacted]
Loan No.:                    [redacted]
 
Dear Ms. [redacted]:
 
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on September 1, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand your rebuttal, you allege that two hours after filing your complaint with the Revdex.com, your husband called CMS and spoke with someone who noted the CMS system with third party authorization so CMS could discuss this loan with you.  In addition you claim that you are on the paperwork and therefore CMS should be able to speak with you about this loan.
 
Upon review, we did not find any evidence to support your claim of a telephone call with CMS that provided third party authorization by the borrower of record to discuss this loan with you.  Additionally, please be advised that your name does not appear on the note for this loan.
 
In light of the above, CMS is unable to discuss this loan with you without the primary borrower’s written consent to do so. To provide you with the necessary authorization, the primary borrower can write a letter which can be submitted directly to the undersigned.  The letter must include the information referenced below.
 
1.      Third Party Representative Name
2.      Third Party Representative Contact Number
3.      Third Party Representative ID/Password
4.      Authorization Expiration Date (if applicable)
5.      Printed name, date, loan number and signature of the Primary Borrower
 
To expedite receipt of the letter of authorization, we encourage the primary borrower to fax it directly to the undersigned at [redacted].  Once you are added as an authorized third party on the account, CMS will be more than happy to address any concerns or issues you may have.  
 
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]
[redacted]
 
CC:     [redacted]
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]3, 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].
 
[redacted]:
Notice to [redacted] Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE [redacted] DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted].  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted].

Please find the attached response and supporting documents for review and considerationDear Ms. Martinez:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on...

January 26, 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 explain that after your loan was transferred to CMS, your mortgage payment increased, but you allege that CMS failed to inform you of this increase. Resultantly, you state that you continued to make the lower mortgage payment. You go on to say that between the periods of August 2015 and January 2016 you made additional payments on your mortgage to resolve the delinquency, and attempted to resolve this issue with CMS on multiple occasions without success. You further state that during this timeframe you were deployed in military service, and did not receive a monthly billing statement. You go on to explain that you continued to receive pre-foreclosure notices even after CMS assured you the issue was resolved. As a result, your desired resolution is that CMS refund you $103.80 in fees assessed to your loan and correct any derogatory credit reporting on your loan.As a preliminary matter, the servicing of this loan was transferred from [redacted] to CMS on or about April 2, 2015. Attached for your ease of reference is a copy of the April 6, 2015 Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer.In response to your allegation that CMS failed to provide you monthly billing statements and failed to inform you of the increase to your monthly payment, please be advised that CMS utilizes a “Modified Bill and Receipt” method to generate monthly mortgage statements to borrowers. By utilizing this method, CMS will generate and issue a mortgage statement to you at the time a payment is applied to your loan. It is important to note that only one statement will be generated and issued to you each month. If a payment is received before the contractual due date, a mortgage statement will be issued on the first (1st) day of that month. If a payment is not applied to your loan on or before the sixteenth (16th) day of the month, a mortgage statement will be automatically generated and issued on the eighteenth (18th) day of the month.We note here that it is your responsibility to ensure that CMS has an updated mailing address for monthly billing statements and other correspondence. For your reference, please find enclosed a copy of the mortgage statements issued to you by CMS.A review of our records found that on April 28, 2015 CMS received a payment in the amount of $685.00 which was applied to your May 1, 2015 mortgage payment in the amount of $684.41, and a principal payment of $.59. Later, on May 27, 2015 CMS received a payment in the amount of $685.00 which was applied to your June 1, 2015 mortgage payment in the amount of $684.41 and a principal payment of $.59. Then, on June 29, 2015 CMS received a payment in the amount of $685.00 which was applied to your July 1, 2015 mortgage payment in the amount of $684.41 and a principal payment of $.59.Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transfer. It is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 5.34% and your monthly principal and interest payment of $432.57 remains unaltered.On June 2, 2015 CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”). For your reference, attached hereto please find a copy of the June 2, 2015 AEADS. The purpose of the June 2, 2015 AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, 2015 and ending July 31, 2016. More specifically, the AEADS projected that your yearly county taxes would be $2,506.58 and that your yearly homeowner’s insurance premium would be $703.73. Correspondingly, your total disbursements for your escrow cycle beginning August 1, 2015 and ending July 31, 2016 were calculated to be $3,210.31, which if spread over a twelve (12) month period is equal to approximately $267.52 every month.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 http://portal.hud.gov/hudportal/HUD,Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August 1, 2015 and ending July 31, 2016. The total escrow cushion that CMS may collect is $535.04, which represents two (2) months of escrow payments.Based on the calculations from the June 2, 2015 AEADS, your low point escrow balance was $112.88. As a result, in order to reach a low point escrow balance of $535.04, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $422.16. Please note that your escrow shortage would have been collected over a twelve (12) month period starting with your August 1, 2015 payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $50.86, from $684,41 to $735.27.Moreover, if an additional payment is received by CMS and you fail to provide clear and detailed posting instructions CMS will apply those payments in accordance with the Security Instrument.We note here that, Section One (1) of your Mortgage loan document states: 1. Payment of Principal, Interest, Escrow Items, Prepayment Charges, and late Charges. Borrower shall pay when due the principal of and interest on, the debt evidenced by the Note and any prepayment charges and alter charges due under the Note. Further, Section Two (2) Application of Payment or Proceeds. Except as otherwise described in this Section 2, all payments accepted and applied by Lender shall be applied in the following order of priority (a), Interest due under the Note; (b), principal due under the Note; (c) amounts due under Section 3 Such payments shall be applied to each Periodic Payment in the order in which it became due. Any remaining amounts shall be applied first to late charges, second to any other amounts due under this Security Instrument, and then to reduce the principal balance of the Note. For your ease of reference attached is a copy of your Note, Security Instrument/Deed of Trust and a twenty four (24) month payment history.That said, on July 28, 2015 CMS received a payment in the amount of $685.00. These funds were applied to your unapplied funds credit balance, as they were not enough to complete a full payment. Please note that based on the calculations from the June 2, 2015 AEADS, your payment for August 1, 2015 was set at $735.27.On August 19, 2015 CMS issued you a second No Contact/Late Charge Assessed Notice advising you that your August 1, 2015 payment had not been received in full and a late charge in the amount of $17.30 had been assessed to your loan. This notice also provided you with the total due for August 1, 2015 in the amount of $752.57. The letter also stated that “As required by law, we may report information about your account to the credit bureaus. Late payments, missing payments, or other defaults on your account may be reflected in your credit report”.On August 26, 2015 CMS issued you a Veteran Administration (“VA”) Early Delinquency Notice. This notice explained that your mortgage payment for August 1, 2015 in the amount of $735.27, had not been received, and confirmed that you were in default of your loan. The total amount due as of the date of this letter was $752.57. The notice also advised you that if the payment was not received by September 25, 2015 you ran the risk of being foreclosed on.Later on this same day, CMS received a payment in the amount of $700.00. CMS then reversed the funds received on July 28, 2015 from your unapplied funds credit balance and combined these funds with the funds received on August 26, 2015, to complete the August 1, 2015 payment in the amount of $735.27 along with the late charge assessed in the amount of $17.30. The remaining balance of $632.43 was applied to your loan as principal payment.On August 31, 2015 CMS received a call from an Unauthorized Third Party (“UTP”) Michael Bradbury. The UTP stated he was your fiancé and advised that you had been deployed to military service. The UTP had questions regarding the August 19, 2015 late charge notice. Unfortunately, CMS did not have your written authorization to release information to the UTP. The CMS representative explained the third party authorization process in order for CMS to release information to him. During this conversation the UTP confirmed that your mortgage payment was setup as an auto draft payment with your bank.On September 1, 2015 CMS received another call from the UTP regarding your loan. The UTP explained that he had received the Delinquency Notice dated August 26, 2015. The CMS representative again explained the authorization process in order for CMS to be able to release information to him. The CMS representative explained that we could not release information unless CMS received written authorization from you.On September 3, 2015 you spoke with a CMS representative regarding the August 26, 2015 Delinquency Notice. You stated that you had been deployed and were not aware that your payment had increased. You stated that your payment was setup on an auto draft payment option with your bank, in the amount of $685.00. You then inquired as to how your payments were applied. During this conversation the CMS representative reviewed the payments received on your loan and confirmed that CMS had received a payment in the amount of $685.00 on July 26, 2015. The representative confirmed that these funds were applied to your unapplied funds credit balance, as they were not enough to complete a full payment of $735.27.The representative then explained that on August 26, 2015 CMS received a payment in the amount of $700.00. The representative further explained that, as indicated above, CMS then reversed the funds received on July 28, 2015 from your unapplied funds credit balance and combined these funds with the funds received on August 26, 2015, to complete the August 1, 2015 payment in the amount of $735.27.As also indicated above, the remaining balance of $649.73 was applied to your loan as a principal payment in the amount of $632.43 and a late charge in the amount of $17.30. During this call, you requested to have the principal payment of $632.43 reversed and reapplied to your unapplied funds credit balance. You stated you would then pay the balance due for the September 1, 2015 mortgage payment in the amount of $85.54. You advised that this payment would be sent to CMS via regular mail. On this day CMS reversed the principal payment of $632.43 and the late charge in the amount of $17.30, and reapplied these funds as an unapplied credit balance to your loan in the amount of $649.46. We note here that, as a further expression of our commitment to the highest standards of customer satisfaction, CMS waived the late charge in the amount of $17.30.On September 7, 2015 CMS received a payment in the amount of $150.00. CMS then reversed and combined these funds with the unapplied credit balance of $649.46 previously corrected on September 3, 2015, to complete the September 1, 2015 payment in the amount of $735.27. The remaining balance of $64.46 was applied to your loan as principal payment. Please note that a review of our records confirmed that you did not provide a payment coupon or posting instruction along with this payment, therefore CMS applied these funds in accordance with the Security Instrument signed at the closing of your loan.On September 9, 2015 CMS received a payment in the amount of $102.84. This payment was applied to your loan as a principal payment. Again, a review of our records confirmed that you did not provide a payment coupon or posting instruction along with this payment, therefore CMS applied these funds in accordance with the Security Instrument.On September 28, 2015 CMS received a payment in the amount of $750.00 which was applied to your October 1, 2015 mortgage payment in the amount of $735.27, and a principal payment of $14.73. Later, on October 29, 2015 CMS received a payment in the amount of $750.00 which was applied to your November 1, 2015 mortgage payment.Then, on November 27, 2015, CMS received a payment in the amount of $685.00, which was applied to your unapplied funds credit balance, as they were not enough to complete a full payment.On December 18, 2015 CMS issued you a second No Contact/Late Charge Assessed Notice advising you that your December 1, 2015 payment had not been received in full and a late charge in the amount of $17.30 had been assessed to your loan. This notice also provided you with the total due for December 1, 2015 in the amount of $752.57.On December 26, 2015 CMS issued you a VA Early Delinquency Notice. This notice explained that your mortgage payment for December 1, 2015 in the amount of $735.27, had not been received, and confirmed that you were in default of your loan. The total amount due as of the date of this letter was $752.57. The notice also advised you that if the payment was not received by December 25, 2015 you ran the risk of being foreclosed on.Later on December 28, 2015 CMS received a payment in the amount of $685.00. CMS then reversed the funds received on November 27, 2015 from your unapplied funds credit balance and combined these funds with the funds received on December 28, 2015, to complete the December 1, 2015 payment in the amount of $735.27. The remaining balance of $617.43 was applied to your loan as principal curtailment.On December 30, 2015 you spoke with a CMS representative regarding the Delinquency Notice dated December 26, 2015. The CMS representative confirmed that your monthly mortgage payment was $735.27. You stated that you had made a payment in the amount of $685.00 for the December 1, 2015 mortgage payment. You confirmed that you had made two additional payments in September 2015 in the amount of $150.00 and $102.84 which were intended to be applied towards your escrow account. The CMS representative then explained exactly how each payment was applied. Further the representative explained that if you had meant to make additional escrow payments you would have needed to provide payment instructions along with a request to have your loan re-analyzed in order to potentially lower your payment. The representative explained that you cannot choose to make a lower payment without first completing these preliminary steps, and receiving confirmation from CMS that your mortgage payment had changed. You then requested that CMS correct the payments you made and reapply these funds to escrow. The representative then confirmed that she would submit a reversal request that the principal payments which were applied to your loan on September 7, 2015 in the amount of $64,46, September 10, 2015 in the amount of $102.84, September 28, 2015 in the amount of $14.73, and October 29, 2015 in the amount of $14.73, be applied to your escrow account.Further, the representative confirmed that she would request that the payment in the amount of $617.43 which was applied as a principal payment on December 28, 2015 be reversed and reapplied as an unapplied funds credit on your loan. The representative also confirmed that you would still need to pay the balanced of $117.84 to complete the January 1, 2016 mortgage payment. You then requested that CMS provide you a letter or statement which confirmed that your December 1, 2015 mortgage payment was paid in full. On this day the CMS representative opened a reversal request in order to complete the aforementioned corrections. During this conversation the CMS representative advised you that this correction would be completed within seventy-two hours (72) hours. Despite her best efforts the CMS representative should have advised you that the normal turnaround timeframe for a payment reversal was seven (7) to ten (10) business days. CMS would like to apologize for any miscommunication you may have experienced.On January 10, 2016 CMS issued you a second No Contact/Late Charge Assessed Notice that advised you that your January 1, 2016, payment was not been received in full and a late charge in the amount of $17.30 had been assessed to your loan. This notice also provided you with the total due for January 1, 2016 in the amount of $752.57.On January 18, 2016 CMS issued you a mortgage billing statement which confirmed that your December 1, 2016 mortgage payment had been paid in full. The statement also confirmed that your loan was still due for the January 1, 2016 mortgage payment.On January 19, 2016 CMS issued you a second No Contact/Late Charge Assessed Notice advising you that your January 1, 2016 payment had not been received in full and a late charge in the amount of $17.30 had been assessed to your loan. This notice also provided you with the total due for January 1, 2016 in the amount of $752.57.Later on January 20, 2016 CMS completed all the requested corrections to your loan. Once the corrections were completed your loan was again due for the January 1, 2016 mortgage payment, with an unapplied credit balance of $617.43.On January 26, 2016, CMS issued you a VA Early Delinquency Notice. This notice explained that your mortgage payment for January 1, 2016 in the amount of $735.27, had not been received, and confirmed that you were in default of your loan. The total amount due as of the date of this letter was $752.57. The notice also advised you that if the payment was not received by February 25, 2016 you ran the risk of being foreclosed on.On this same day, CMS received a payment in the amount of $736.00. CMS then reversed the funds from your unapplied funds credit balance and combined these funds with the funds received, to complete the January 1, 2016 payment in the amount of $735.27, and a late charge in the amount of $17.30. The remaining balance of $600.86 was applied to your loan as principal curtailment. On February 4, 2016 CMS received a payment in the amount of $50.00, which was applied as an unapplied credit balance on your loan. As previously stated a review of our records confirmed that you did not provide a payment coupon or posting instruction along with this payment, therefore CMS applied these funds in accordance with the Security Instrument.That said, solely as an expression to our commitment to exceptional customer service, CMS has agreed to waive the late charge assessed to your loan on January 19, 2016 in the amount of $17.30. Also, CMS has reversed the principal payment in the amount of $600.86, made on January 27, 2016, and applied these funds along with the $17.30 late charge credit to your loan as an unapplied credit balance. Please note that your yearly escrow analysis is scheduled to be completed on February 26, 2016.As of the date of this letter your loan is due for the February 1, 2016 mortgage payment in the amount of $735.27, late charges in the amount of $17.30, for a total amount due of $752.57. Your loan has an unapplied funds balance of $668.16. A remaining balance of $84.41 is needed to complete the February 1, 2016 mortgage payment.Please be advised that the Servicemembers Civil Relief Act (“SCRA”) 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].Further, because you indicated that you were on military deployment, we encourage you to submit a copy of your military travel orders to review your loan under SCRA at the below address or via fax at [redacted].Carrington Mortgage Services, LLC Attention: Customer Service Research / Correspondence [redacted]Based on the foregoing, we believe the record is clear that CMS properly notified you of the increase to your monthly mortgage payment as well as the delinquent status of your loan on numerous occasions. We note here that you did in fact remit additional escrow payments to cure the escrow shortage detailed in the AEADS dated June 2, 2015. These payments confirm that you were aware of the increase in your monthly mortgage payment. It is also clear that you chose to continue to remit the lower payment amount of $685.00 which was less than the total amount due. Further, our review has determined that you failed to provide a payment coupon or detailed posting instruction with the additional escrow payments you remitted. Therefore CMS must decline your request to refund all of the late charges assessed to your loan.Lastly, 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 the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.Sincerely, [redacted]Customer Advocate

September 9, 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 rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on August 27, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your rebuttal, you allege that your flood insurance premium has never been required and that you have always voluntarily chosen to purchase it. You go on to say that CMS is creating a financial hardship for your family by no longer disbursing the yearly flood insurance premium amount from your escrow account. As a result, you want CMS to reconsider its decision and to disburse the yearly flood insurance premium amount from your escrow account.
As a preliminary matter, CMS is unable to disburse a payment from your escrow account for an insurance premium unless it is required. In your particular case, your property is not located within a flood zone per the Federal Emergency Management Agency (“FEMA”) and a flood insurance premium is not required. Resultantly, CMS is unable to disburse the yearly flood insurance premium amount on your behalf from your escrow account.
We acknowledge that as a former customer of [redacted] (“[redacted]”), you may have been accustomed to different escrow account features. Please know that CMS strives to satisfy all reasonable expectations, and therefore we will address your concern of allowing borrowers to escrow optional insurance products with CMS management. Regrettably, CMS does not currently offer that option and will be unable to disburse a payment for your yearly flood insurance premium.
Moreover, to comply with federal law, CMS provides all customers with a disclaimer confirming our status as a debt collector. Please understand that CMS’s intent when providing you with the disclaimer is not to make any statement regarding the status of your account, but is instead intended to protect you, as our customer, by notifying you that any information you discuss with our office might be used to collect a debt in the event your account were to become delinquent. In other words, CMS provides you with the disclaimer out of an abundance of caution and with the objective of helping you to protect your rights as a consumer. If you wish to have a better understanding of debt collection and your rights as a consumer, CMS encourages you to visit the consumer webpage of the Federal Trade Commission website at [redacted].
Additionally, if you cannot afford your new monthly mortgage payment, please know that CMS does offer various mortgage assistance programs. If you would like to explore the mortgage assistance opportunities that may be available to you, we encourage you to visit our website at [redacted] or call our Home Retention Department to speak with a representative at [redacted], Monday through Friday, from 7:00AM to 6:00PM, Pacific Time.
As a result of our investigation, we again find no evidence of wrongdoing on CMS’s behalf. Additionally, we once again respectfully submit that the collection of the cushion is permitted by law and common within the mortgage industry and that CMS will continue to comply with federal law and collect the allowable escrow cushion. As a reminder, you have the option to purchase your own flood insurance premium if you wish to have that coverage. Lastly, because we have now addressed this issue on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims.
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

Carrington has applied my payment.

[redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Complaint I.D. No. : [redacted]Dear Mr. [redacted] and 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 June 10, 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, our Customer Advocacy Department originally received an inquiry from theRevdex.com ("Revdex.com") on May 19, 2015 which raises the same issues as thiscomplaint. Accordingly, the loan was researched and a response was sent to you by CMS with acopy to the Revdex.com on June 9, 2015, a copy of which is included here for your ease of reference.Please note that while the June 9, 2015 response provided you with supporting loan documents,CMS is not attaching another set of the same supporting documents in an effort to avoid anunnecessary duplication of efforts.As we understand your recent correspondence, you claim that there were a few inaccuratestatements included within CMS's June 9, 2015 response; however, you also note that that youdo not have records of some of the communications you or your mortgage broker had with CMS.Please be advised that while CMS will not respond to the same claims that have already beenaddressed within the June 9, 2015, CMS will respond to the new claims that you have raised tothe fullest extent possible.In response to your claim that multiple payoff requests were made by your mortgage broker,please be advised that all payoff requests from a third party must be accompanied with writtenauthorization from the borrower. Such authorization must include a third partyidentifier/password and include the signature of the borrower. This requirement is commonwithin the industry and in compliance with applicable law, and exists to protect the financialprivacy of consumers. To reiterate, CMS did not receive a properly authorized payoff requestuntil February 20, 2015.In response to your claim that you never received the March 20, 2015 escrow refund check thatCMS sent to you, CMS is unable to comment on the reason you may have not received suchescrow refund; however, it is clear that CMS did in fact issue you the escrow refund on March20, 2015. While CMS regrets that you did not receive the March 20, 2015 escrow refund check,we remain convinced that it was properly addressed. Moreover, CMS promptly reissued you theescrow refund check once CMS was made aware that you did not receive the initial escrowrefund.While we understand that the result of our research contradicts the claims you raised, we believethat CMS's responses have been accurate based upon the information we have in your loan file.Moreover, because we have now addressed these issues on multiple occasions, CMS will notrespond to future correspondence raising substantially the same or identical claims.Based on the foregoing, we believe the record is clear that CMS has properly disbursed themandatory MIP payments for your loan, and issued you the appropriate escrow refund amountwithin the timeframe required under applicable law. While CMS is unable to comment as towhy you may not have received the escrow refund check that was initially issued to you, CMSpromptly and properly issued you a replacement escrow refund. It is also clear that CMS alsoresponded to the inquiry received on April 24, 2015. Should you wish to further discuss anyaspect of the paid off loan, we encourage you to contact CMS' s Customer Service Department at[redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00 AM to 5 :00 PM, Eastern Time.Sincerely, [redacted]Customer AdvocateCC: Revdex.com

April 3, 2015[redacted] RE: Loan No: [redacted] Property Address: [redacted] Complaint J.D. No.: [redacted]Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of...

your complaint filed with the Revdex.com received in our office viaFebruary 26, 2015. CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may have. The following is our response to the issue(s) raised in theinquiry.As we understand your complaint, you were in the process of applying for a loan modificationwith [redacted] ("[redacted]") when your loan was service transferred to CMS. Since theservice transfer, you have continued to pursue loan modification with CMS but you are stillwaiting for a decision on your application. As a result, you have expressed your frustration withthe loan modification process.At the outset, please note the servicing of this loan transferred from [redacted] to CMS on August 2,2014. Attached for your ease of reference is a copy of the August 12, 2014 Notice of ServiceTransfer ("Hello Letter") CMS sent to you. CMS is not able to address inquiries regarding loanissues that occurred during the period the loan was serviced by the prior servicer. At the time ofthe service transfer, the loan was in default and was contractually due for the March 1, 2014payment.On or about September 11 , 2014, you contacted CMS to ascertain the status of your loanmodification application. Unfortunately, the documents you had provided to your prior servicerwere not transferred to CMS. CMS offered to provide you with a new loan modificationpackage. You indicated that you would provide CMS with the documents you sent to your priorservicer.On October 29, 2014, CMS sent the attached Right Party Contact Notice - First Notice toacknowledge your request for mortgage assistance. On November 5, 2014, CMS received a loanmodification application package from you.On December 3, 2014, CMS sent the attached Initial Package Acknowledgement - CompleteNotification to inform you that your Initial Package satisfied the requirements to proceed withthe loan modification review. CMS also informed you that you would have a decision on yourloan modification application within 30 calendar days of receiving the complete package.However, when you contacted CMS on December 8, 2015, CMS informed you that the IRSrejected the 4506-T included in your package. CMS sent you a new 4506-T which you returnedon the following day.On January 10, 2015, CMS sent the attached Incomplete Information Notice to inform you thatCMS had conducted an evaluation of your package and determined that documentation waseither missing or outdated. In this instance, CMS requested that you provide a Monthly LivingExpenses Worksheet no later than February 14, 2015. Unfortunately, we did not receive therequired document by that date.On February 17, 2015, CMS was not able to offer you a Home Affordable Modification becauseCMS did not receive the documents it requested to continue the review. CMS sent the attachedHome Affordable Modification Program - Non-Approval Notice to inform you that your loanmodification application had not been approved.On February 23,2015, you contacted CMS to discuss the loan modification review. Several daysafter that call, CMS received a new loan modification application package from you.On March 7, 2015, CMS sent the attached Initial Package Acknowledgement - CompletionNotification to inform you that your Initial Package satisfied the requirements to proceed withthe loan modification review. CMS also informed you that you would have a decision on yourloan modification application within 30 calendar days of receiving the complete package.We are happy to inform you that you have been approved for a VA Trial Period Plan ("TPP").On April 1, 2015, CMS sent the attached VA Trial Period Plan Agreement which explains theterms and conditions of your TPP. Please note that to accept the TPP you must return a fullyexecuted copy of the Acknowledgement of Borrower(s) to CMS by May l, 2015.We understand that the loan modification application process can be lengthy as there are specificrequirements that must be met during a review. We truly appreciate your patience during theprocess. Lastly, we sincerely apologize that you were not satisfied with the customer service andcommunication you received. CMS will conduct an investigation concerning your allegationsand take appropriate action in light of our findings.We trust that we have completely addressed your concerns. Carrington Mortgage Services, LLCis committed to customer satisfaction. We can be reached at [redacted] Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.[redacted] CC: Revdex.com

July 8, 2016            Original response sent via regular mail   [redacted]               RE:      Loan No.:                    [redacted]                         Complaint No.:           [redacted]                         Borrower:                    [redacted]                         Property Address:       [redacted], [redacted]   Dear Mr. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on June 17, 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 your June 1, 2016 mortgage payment increased from $2,454.33 to $2,634.84. You go on to say that you authorized a payment transaction on May 30, 2016 in the amount of $2,454.33 for your June 1, 2016 mortgage payment and that CMS applied a portion of your payment towards your escrow balance and the remainder towards your unapplied funds credit balance. As a result, your desired resolution is for CMS to accept a payment in the amount of $180.51 and combine that amount with your prior payment in the amount of $2,454.33 to complete your June 1, 2016 mortgage payment.                                         ...⇄ As a preliminary matter, on April 22, 2016, our records indicate that CMS completed the most recent escrow analysis on your 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 April 22, 2016 AEADS. The purpose of the April 22, 2016 AEADS was to advise you of your projected escrow activity for your escrow cycle beginning June 1, 2016 and ending May 31, 2017. More specifically, the AEADS projected that your yearly county taxes would be $4,700.16 and that your yearly homeowners insurance premium would be $1,570.00. Correspondingly, the total disbursements for your escrow cycle beginning June 1, 2016 and ending May 31, 2017 were calculated to be $6,270.16, which if spread over a twelve (12) month period is equal to approximately $522.51 every month.   Moreover, 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 the 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 your 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 (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amount. Additionally, when the escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amount. If you want 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 the total projected escrow disbursement for your escrow cycle beginning June 1, 2016 and ending May 31, 2017. Correspondingly, the total escrow cushion that CMS may collect is $1,045.02, which represents approximately two (2) months of escrow payments.   Based on the calculations from the April 22, 2016 AEADS, your low point escrow balance was        -$1,100.63. As a result, in order to reach a low point escrow balance of $1,045.02, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $2,145.65. Please note that the escrow shortage will be collected over a twelve (12) month period starting with your June 1, 2016 mortgage payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $312.48, from $2,322.36 to $2,634.84.                                         ...⇄ With regard to your June 1, 2016 mortgage payment, our records indicate that we received a payment from you in the amount of $2,454.33 on May 30, 2016. Please note that CMS was unable to apply your payment because it was short of the total amount due for the June 1, 2016 mortgage payment pursuant to your most recent escrow analysis. Consequently, of that amount, CMS applied $446.11 towards your escrow shortage and the remainder, $2,008.22, towards your unapplied funds credit balance.   On June 16, 2016, you called CMS. During that phone call, you expressed your desire to authorize a payment in the amount of $180.51 and combine that amount with your prior payment in the amount of $2,454.33 to complete your June 1, 2016 mortgage payment. Despite our best efforts, CMS was unable to complete your request because our records indicated that you did not have sufficient funds in your unapplied funds credit balance to complete the June 1, 2016 mortgage payment. Specifically, at the time of your June 16, 2016 payment in the amount of $180.51, your unapplied funds credit balance was in the amount of $2,008.22. Consequently, our Cashiering Department was unable to process your request because the total combined amount was still short of the total amount due for the June 1, 2016 mortgage payment.   On June 22, 2016, our records indicate that CMS called you. During this phone conversation, the CMS representative advised you of the total amount due and you explained that you had requested for CMS to apply your payment from June 16, 2016 in the amount of $180.51 with your prior payment in the amount of $2,454.33 to complete your June 1, 2016 mortgage payment. The CMS representative acknowledged your explanation and immediately escalated your request to our Cashiering Department. Unlike the prior escalation from June 16, 2016, the representative correctly advised our Cashiering Department that we needed to reverse the funds in the amount of $446.11 that had been previously applied to your escrow account and apply them to your unapplied funds credit balance. Once reversed and applied to your unapplied funds credit balance, our Cashiering Department was instructed to combine your unapplied funds credit balance in the amount of $2,454.33 with your June 16, 2016 payment in the amount of $180.51 to complete your June 1, 2016 mortgage payment in the amount of $2,634.84.   Shortly thereafter, on June 29, 2016, CMS completed your request and applied your unapplied funds credit balance to your June 1, 2016 mortgage payment. Please note that no late charges were assessed to your account in connection with this particular transaction. The following day, on June 30, 2016, CMS received a payment from you in the amount of $2,634.84 which was applied to your July 1, 2016 mortgage payment. As of the date of this correspondence, your loan is current through July of 2016. The next payment due is scheduled to be paid on August 1, 2016 in the amount of $2,634.84. For your reference and review, 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, our records are clear that CMS has now addressed all of your concerns. Nevertheless, CMS sincerely apologizes for any delays on our end and for any perceived unprofessional customer service you believe you may have received from our office while we processed your request. Rest assured that CMS strives to resolve all customer requests as timely as possible and that the underlying causes for this delay have been addressed and resolved.   Finally, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].     [This space intentionally left blank] 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 [redacted].   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

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.
Regards,
[redacted]

July 15, 2015[redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Complaint I.D. No.: [redacted]Dear Mr. and Ms. [redacted]:The Customer...

Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint regarding the above-referenced loan received in our office via email onJune 23, 2015. CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may have. The following is our response to the issue(s) raised in theinquiryAt the outset, please note that the servicing of this Federal Housing Administration ("FHA")insured loan was 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 of the service transfer to CMS.At the time of the service transfer your loan was contractually current and showing due for theMay 1, 2015 mortgage payment in the amount of $808.99 which was made up of a principal andinterest amount of $479.47 and a monthly escrow collection in the amount of $239.52. A reviewof our records found that on April 25, 2015, CMS received funds in the amount of $808.99which were sufficient to satisfy the May 1, 2015 mortgage payment.On May 1, 2015, CMS completed the initial analysis of your escrow account and issued you theattached escrow analysis. This escrow analysis determined that your escrow account contained ashortage in the amount of $579.09. This escrow shortage was spread over twelve months andresulted in an increase to your monthly mortgage payment from $808.99 to $871.25 (principaland interest $479.47, base monthly escrow collection $343.53, and a monthly escrow shortagecollection of $48.25) effective with the July 1, 2015 mortgage payment.On May 27, 2015, CMS received and applied your June 1, 2015 mortgage payment in theamount of $808.99. On June 8, 2015, CMS received funds in the amount of $3,000.00 whichwere initially applied to the July 1, 2015 through September 1, 2015 mortgage payments in theamount of $871.25 each and the remaining $386.25 was applied to the principal balance.On June 15, 2015, you contacted CMS and requested CMS to apply the full $3,000.00 to yourprincipal balance. CMS completed your request and applied the $3,000.00 to your principalbalance on June 24, 2015 with a payment effective date of June 8, 2015. CMS would like to takethis opportunity to sincerely apologize for any inconvenience you may have experienced due tothe initial misapplication of funds. On July 1, 2015, CMS received and applied your July 1,2015 mortgage payment.As of the date of this letter, your loan remains contractually current and is showing due for theAugust 1, 2015 mortgage payment in the amount of $871.25. Attached for your ease ofreference is a copy of your loan payment history as well as the loan servicing system paymentcodes and definitions.CMS would also like to take this opportunity to inform you that CMS's no-cost online paymentsystem has been recently enhanced to allow borrower to make additional payments to theprincipal balance or to escrow. You may access CMS's loan servicing website at[redacted].Based on the foregoing, we believe the record is clear that CMS has applied all funds received asyou originally intended. Should you wish to further discuss any aspect of your loan, weencourage you to contact CMS's Customer Service Department at [redacted] for furtherassistance.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

June 7, 2016
[redacted]
[redacted]
[redacted]
[redacted]
RE: Loan No.: [redacted]
Primary Borrower: [redacted]
Co-Borrower: [redacted]
Property Address: [redacted]
Complaint I.D....

No.: [redacted]
Dear Mr. and 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 May 24, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you state the servicing of your delinquent loan was transferred to CMS in December 2015, and that you began receiving information from CMS in April 2016 that was in the form of a foreclosure notice. You also state that you contacted CMS at the end of April 2016 and requested the amount to reinstate your loan from foreclosure. Shortly thereafter, you received a mortgage statement from CMS showing a past due amount of $31,132.41. You further state that you sent CMS a cashier’s check for that amount; however, CMS returned that cashier’s check to you with a letter notifying you that your loan was referred to foreclosure. Your complaint expresses dissatisfaction that CMS did not provide you with a reinstatement quote and that your calls were not transferred to a CMS supervisor at your request.
As you know, the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on December 1, 2015. On December 5, 2015, CMS issued the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer your loan was severely delinquent and showing due for the March 1, 2015 mortgage payment.
As a preliminary matter, CMS understands that your complaint raises certain claims regarding the loan servicing practices of your prior loan servicer. Please be advised that CMS is unable to comment on behalf of your prior loan servicer. Accordingly, CMS encourages you to contact your prior loan servicer directly for any questions or comments you may have regarding the servicing your loan prior to December 1, 2015.
On December 18, 2015, due to the fact that payments were not being received on the account, CMS issued the attached Notice of Intent to Foreclose (“NOI”) to you via certified mail. This NOI explained that your loan was in default for the nonpayment of the March 1, 2015 mortgage payment and provided $20,524.35 (less the unapplied funds of $82.51) as the amount required to cure the delinquency. This letter also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the property.
In response to your claim that you received no communication from CMS for an approximate period of five months or until the end of April 2016, we are able to confirm that CMS issued multiple notices to you which included the above referenced Hello Letter, multiple NOIs, escrow analysis, and notices that were required to be sent to you under the Servicemember’s Civil Relief Act (“SCRA”). These notices were sent to you to the mailing address of record which was and still is [redacted].
While CMS is unable to comment on whether or not you personally received or viewed the multiple notices that were sent to you by CMS, we are satisfied that CMS properly notified you of the service transfer to CMS and provided you with information sufficient to allow you to make mortgage payments to CMS. Moreover, CMS also made multiple attempts to contact you via telephone at [redacted]. Should you wish to notify CMS of any change to your mailing address, such signed notification should be sent to CMS’s Customer Service Research Department via fax at [redacted].
Due to the ongoing delinquency and because CMS received no contact from you, the subject loan was reviewed and approved for foreclosure effective April 5, 2016. The loan was contractually delinquent and due for the March 1, 2015 mortgage payment at the time of the foreclosure referral.
On April 19, 2016, you contacted CMS for the first time and during this phone conversation, the CMS representative you spoke with provided you with the status of your loan. You inquired as to the amount that was necessary to reinstate the loan from foreclosure. The CMS representative notified you that a reinstatement quote would be requested and once available, the amount to reinstate your loan from foreclosure would be emailed to you. Due to the status of the account, CMS was required to obtain information from third party vendors regarding unbilled default-related fees and costs in order to complete the reinstatement quote.
During its normal course of business, CMS issued a mortgage statement to you later that same day, a copy of which is included here for your ease of reference. On April 20, 2016, CMS contacted its foreclosure counsel and requested the outstanding fees and costs associated with the foreclosure referral. On April 26, 2016, the outstanding fees and costs were provided to CMS and a CMS representative intended to open a task within CMS’s loan servicing system to have a Reinstatement Notification sent to you. CMS is able to confirm that due to an inadvertent clerical error, that task was not opened correctly which prevented a Reinstatement Notification from being sent to you as intended. CMS would like to sincerely apologize to you for any inconvenience you may have experienced due to this inadvertent and isolated clerical error.
On or about May 17, 2016, CMS received a cashier’s check (number [redacted]) in the amount of $31,132.41 which was sufficient to pay the past due payments but did not include necessary amounts to pay the default related fees and costs incurred as a result of the loan being referred to foreclosure. That same day, CMS returned the $31,132.41 to you along with the attached letter notifying you that the payment was being returned to you because the loan was in foreclosure and specific payment arrangements were not approved by CMS to accept less than the amount to reinstate your loan from foreclosure.
On May 23, 2016, you contacted CMS and inquired as to the reason CMS returned the payment of $31,132.41 to you. After speaking with you, the CMS representative discovered that you paid the $31,132.41 after receiving a mortgage statement from CMS. The CMS representative notified you that in order to accept funds from you, a new reinstatement would need to be ordered. The CMS representative then ordered the new reinstatement that same day.
On May 25, 2016, CMS contacted its foreclosure counsel and requested the outstanding fees and costs associated with the foreclosure referral. On May 26, 2016, the outstanding fees and costs were provided to CMS and a CMS representative properly opened a task within CMS’s loan servicing system to have a Reinstatement Notification sent to you by mail. On June 2, 2016, CMS mailed the attached Reinstatement Notification to you providing $36,112.36 as the amount to reinstate your loan from foreclosure on or before July 2, 2016 which included the June and the July 2016 mortgage payments. On June 3, 2016, CMS sent a copy of the Reinstatement Notification to you via email.
Please be advised that once CMS was made aware that a reinstatement quote was not delivered to you timely, CMS took the necessary actions to place the foreclosure process on hold which stopped the accrual of the estimated foreclosure fees and costs that you would have been required to pay with the reinstatement quote good that was intended to be provided to you good through May 11, 2016. CMS has confirmed that because the foreclosure process was placed on hold, the reinstatement quote provided to you on June 2, 2016 did not include certain estimated foreclosure fees and costs which caused the amount required from you to reinstate the loan from foreclosure to be reduced. As of the date of this letter, CMS is not in receipt of funds necessary to reinstate your loan from foreclosure.
Finally, regarding the alleged poor customer service and communication you received, an investigation concerning your allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findings. CMS sincerely apologizes if the level of customer service provided to you by CMS did not meet your expectations.
Based on the foregoing, we believe the record is clear that CMS has properly notified you of the service transfer to CMS, and that multiple notices were sent to you by CMS prior to the end of April 2016. Although CMS sincerely apologizes for any inconvenience you may have experienced due to delay in providing you with the amount to reinstate your loan from foreclosure, CMS has confirmed that the estimated foreclosure fees and costs were reduced due the foreclosure process being placed on hold. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Home Retention Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
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].

March 25,
2016
[redacted]
RE:      Complaint ID:             [redacted]
Loan
No.:       ...

            [redacted]
            Property Address:       [redacted]
           
Dear Ms. [redacted]:
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint
filed with the Revdex.com received in our office via email on March
2, 2016.  CMS is committed to responsible
lending and servicing and we would like to address any concerns you may
have.  The following is our response to
the issue(s) raised in the inquiry.
As we understand your complaint,
you claim that you paid your February 1, 2016 payment timely on February 16,
2016, using the CMS website and received confirmation of this payment from
[redacted] via email.  You go on to
say that when you received your billing statement from CMS later that month,
the statement showed that a late fee had been assessed to your loan in the
amount of $35.88, and you dispute this fee because you believe your February 1,
2016 payment was paid to CMS before the end of the grace period.  You indicate that you called CMS to discuss
this matter and requested that the late fee be waived; however, the Supervisor
that you spoke with declined your request and informed you that you had made
the payment after the cut-off time of 11:00 PM, Eastern Time.  Lastly, you allege that the Supervisor
informed you the late fee would not be waived because you waited until the last
minute to make your payment and also hung up on you.
Upon review, our records show that on February 16, 2016 you
made a payment in the amount of $900.16 using the CMS website at 11:02:29 PM
Eastern Time.  This payment was applied
to your February 1, 2016 payment the following day on February 17, 2016, which
is after the expiration of the fifteen (15) day grace period.  The reason for processing this payment the
following day is that you made this payment after the cut-off time of 11:00 PM
Eastern Time established for payments made through the CMS website.  Therefore, CMS assessed a late fee in the
amount of $35.88 to your loan.  Below,
for your ease of reference is a copy of this payment transaction. 
Additionally, please note that
the CMS website provides payment information and disclosures that includes the
cut-off time for payments submitted using the website.  Below, for your ease of reference is a snap
shot of this information:
Lastly, we did not find any evidence
to support your claim that the CMS Supervisor handled the call in an
inappropriate manner or hung up on you.  It
is important to note that your payments are due on the first day of each month
and are considered late on the day after the due date. Nevertheless, per the Note terms and
conditions, if the Lender has not received the full monthly payment required
within fifteen (15) calendar days after the payment is due, the Lender may
collect a late charge in the amount of four percent (4.000%) of the overdue payment
amount.
Base on the foregoing, we
conclude that the late fee in the amount of $35.88 is due and payable because
the February 1, 2016 payment was received by CMS after the grace period.  Under the circumstances, CMS declines your
request to waive this fee.
In closing, please be advised that
pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is
required to suppress the reporting of loan and payment information to your
credit profile for a period of sixty days after receipt of a qualified written
request and/or a Notice of Error.
We trust that this communication
addresses all of the concerns noted in the complaint.  If you have any further questions, please
contact the undersigned at [redacted], Monday through Friday, 8:00 AM to
5:00 PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC:      Revdex.com
-INQUIRIES & COMPLAINTS-
For
inquiries and complaints about your mortgage loan, please contact our CUSTOMER
SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention:
Customer Service, [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 [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from
personal liability on the mortgage because of bankruptcy proceedings and have
not reaffirmed the mortgage, or if you are the subject
of a pending bankruptcy proceeding, this letter is not an attempt to collect a
debt from you but merely provides informational notice regarding the status of
the loan.  If you are represented by an attorney with respect to your
mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about
your account to credit bureaus. Late payments, missed payments, or other
defaults on your account may be reflected in your credit report.  As
required by law, you are hereby notified that a negative credit report
reflecting on your credit record may be submitted to a credit reporting agency
if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt
collector and it is for the purpose of collecting a debt and any information
obtained will be used for that purpose. This notice is required by the
provisions of the Fair Debt Collection Practices Act and does not imply that we
are attempting to collect money from anyone who has discharged the debt under
the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If
you would like counseling or assistance, you may obtain a list of HUD-approved
homeownership counselors or counseling organizations in your area by calling
the HUD nationwide toll-free telephone number at [redacted] or toll-free
TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or
by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT
NOTICE-
The Federal Equal Credit
Opportunity Act prohibits creditors from discriminating against credit applicants
on the basis of race, color, religion, national origin, sex, marital status, or
age (provided the applicant has the capacity to enter into a binding contract);
because all or part of the applicant’s income derives from any public
assistance program; or because the applicant has, in good faith, exercised any
right under the Consumer Credit Protection Act. The Federal Agency that
administers CMS’ compliance with this law is the Federal Trade Commission,
Equal Credit Opportunity, Washington, DC 20580.
-SCRA Disclosure-
MILITARY
PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the
military, please contact us immediately. 
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief.  For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our
determination.  You may request such
documents or receive further assistance by contacting Carrington Mortgage
Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
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].
Colorado:
For Colorado Residents:
[redacted]
Massachusetts:
NOTICE OF IMPORTANT RIGHTS
YOU HAVE THE RIGHT TO MAKE A WRITTEN OR ORAL REQUEST THAT TELEPHONE
CALLS REGARDING YOUR DEBT NOT BE MADE TO YOU AT YOUR PLACE OF EMPLOYMENT. 
ANY SUCH ORAL REQUEST WILL BE VALID FOR ONLY TEN DAYS UNLESS YOU PROVIDE
WRITTEN CONFIRMATION OF THE REQUEST POSTMARKED OR DELIVERED WITHIN SEVEN DAYS
OF SUCH REQUEST.  YOU MAY TERMINATE THIS REQUEST BY WRITING TO THE
CREDITOR.
Minnesota:
Carrington Mortgage Services, LLC is licensed by the
Minnesota Department of Commerce.
New
York:
New York City Department of Consumer Affairs License Number
[redacted]
This Collection agency is licensed by the City of Buffalo
license numbers: [redacted] & [redacted]
City of Yonkers Debt Collection Agency License
Number: [redacted]
For New York residents: You may file complaints about CMS
with the New York State Department of Financial Services. You may obtain
further information from the New York State Department of Financial Services by
calling the Department’s Consumer Assistance Unit at [redacted] or by
visiting the Department’s website at [redacted]. Carrington Mortgage
Services, LLC is registered with the Superintendent of the New York State
Department of Financial Services.
North
Carolina:
Carrington Mortgage Services, LLC
is licensed under the North Carolina Agency Permit No. [redacted] & [redacted] and
North Carolina Secure and Fair Enforcement Mortgage Licensing Act. [redacted].
Tennessee:
This collection agency is
licensed by the Collection Service Board of the Department of Commerce and
Insurance.
Texas:
Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR
MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE
LENDING, [redacted].  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT
[redacted].

August 11, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Dear Mr....

[redacted]:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 15, 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. Shortly thereafter, you state that CMS informed you that your monthly mortgage payment would increase due to the collection of an escrow shortage. Also, you claim you made a payment for your escrow shortage and that CMS misapplied your payment. Consequently, you want CMS to apply your payment towards your escrow balance, reanalyze your escrow account, and provide you with a detailed explanation of the current escrow shortage.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about February 3, 2015. At the time of the service transfer your loan was contractually delinquent and due for the January 1, 2015 payment.
Based on a review of your loan, please be advised that on February 27, 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 February 27, 2015 AEADS. The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning May 2015 and ending March 2016. More specifically, the AEADS projected that your yearly county taxes would be $566.93 and that your yearly homeowners insurance premium would be $1,306.00. Correspondingly, your total disbursements for your escrow cycle beginning May 2015 and ending March 2016 were calculated to be $1,872.93
That said, please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.
Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th of the total annual projected escrow disbursements made during an escrow cycle. Additionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amount. If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted].
Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning May 2015 and ending March 2016. Please note that in your February 27, 2015 escrow analysis CMS opted to collect a 1/12th cushion. Correspondingly, the total escrow cushion that CMS projected to collect was $156.07.
Based on the calculations from the February 27, 2015 AEADS, your low point escrow balance was -$1,577.94. As a result, in order to reach a low point escrow balance of $156.07 (the 1/12th escrow cushion), CMS would have collected an escrow shortage in the total amount of $1,734.01. Please note that your escrow shortage would have been collected over a twelve (12) month period starting with your May 1, 2015 payment. Resultantly, that is the reason why your overall monthly mortgage payment increased from $549.00 to $732.04.
On June 9, 2015 our records indicate we received a payment from you in the amount of $900.00 and that CMS applied $732.04 to your July 1, 2015 payment. Of the remaining $167.96, CMS applied $133.35 towards your principal balance and $34.61 towards your escrow balance. Thereafter, our records indicate that you called CMS on July 13, 2015 to have the $900.00 payment reversed and applied in its entirety towards your escrow balance.
On July 15, 2015, one (1) business day after we received your request, CMS reversed the $900.00 payment and applied the entire amount towards your escrow balance. Then, per your request, CMS reanalyzed your escrow account on July 27, 2015 and sent you an updated AEADS. For your reference, attached hereto as Exhibit “B” please find a copy of the July 27, 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 $566.93 and that your yearly homeowners insurance premium would be $1,306.00. Correspondingly, your total disbursements for your escrow cycle beginning July 2015 and ending June 2016 were calculated to be $1,872.93.
Please note that unlike your escrow shortage calculated in the February 27, 2015 escrow analysis, your new low point escrow balance was calculated to be -$371.69 instead of -$1,577.94. As a result, in order to reach a low point escrow balance of $156.07, the 1/12th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $527.76. Please note that your escrow shortage will be 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 decreased from $732.04 to $631.52.
Additionally, if you cannot afford your new monthly mortgage payment, please know that CMS does offer various mortgage assistance programs. If you would like to explore the mortgage assistance opportunities that may be available to you, we encourage you to visit our website at [redacted] or call our Home Retention Department to speak with a representative at [redacted], Monday through Friday, from 7:00AM to 5:00PM, Pacific Time.
As of the date of this correspondence, our records indicate you are due for the August 1, 2015 payment in the amount of $631.52. Additionally, our records indicate you have an unapplied funds credit balance in the amount of $103.48. Consequently, if you wish to bring your account current you can submit a payment in the amount $528.04 for your August 1, 2015 payment. For your reference, attached hereto as Exhibit “C” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions. 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.
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].

As you know, CMS is committed to the highest standards of customer satisfaction and we would like to thank you for allowing us the opportunity to resolve your questions and/or concerns.

October 5, 2017     ORIGINAL RESPONSE SENT VIA REGULAR MAIL   [redacted]
[redacted]  
[redacted]      [redacted] ...

                  [redacted]
[redacted]       [redacted]
[redacted]                     [redacted]          Dear Mr. and Mrs. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 13, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you state that you applied for mortgage assistance and CMS approved you for a loan modification.  You also state that you were advised by CMS that the loan modification would be completed within ten days, but you never received a response.  You further state that you received a notice from CMS stating the modification was cancelled because there was lien against your property, but you claim you were not aware of such lien.  CMS then provided you only thirty days to clear up the lien.  After being unable to clear the lien within the allotted time, you were forced to reapply for mortgage assistance.  You claim that you submitted the required documents on numerous occasions only to be told that CMS did not receive the documents.  You express dissatisfaction with the customer service that you have received from CMS. Your desired resolution is for CMS to review and approve your loan for mortgage assistance to maintain ownership of your property.   At the outset, please note that the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from [redacted]) to CMS on July 1, 2016.  On July 11, 2016, CMS issued the attached Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer to CMS.  The Hello Letter provided you with your new CMS loan number and outlined multiple options to make same-day mortgage payments to CMS.  At the time of the service transfer, your account was contractually delinquent and showing for the March 1, 2016 payment of $1,578.83, with an unapplied balance of $8.19.   On September 14, 2016, CMS received funds in the amount of $8,210.00.  That same day, CMS reversed $8.19 from unapplied funds and applied these funds along with the $8,210.00 that was received earlier that day to the March 1, 2016 through July 1, 2016 mortgage payments of $1,578.83 each.  Of the amount remaining after the application of such payments, $63.15 was applied toward an outstanding late charge and $260.89 was placed in an unapplied status.  After the application of these funds, the account was still delinquent for the August 1, 2016 and September 1, 2016 mortgage payments in the amount of $4,009.53 with an unapplied balance of $260.89.   Because your loan was still delinquent for the August 1, 2016 and September 1, 2016 mortgage payments, on September 15, 2016, CMS sent the attached Notice of Default and Intent to Foreclose (“NOI”) to you.  The amount to cure the delinquency at that time was $4,009.53, less an unapplied balance of $260.89.     In addition, because the loan is FHA insured, federal regulations require CMS to provide notice when the loan is in default and to make efforts to cure the default prior to the acceleration of the loan and the initiation of foreclosure proceedings. See 24 C.F.R § 201.50.  Thus, CMS mailed the attached FHA 32nd Day Delinquent Notice (“FHA Letter”) to you on September 15, 2016 notifying you that the loan was in default for the payments due on August 1, 2016 and September 1, 2016 totaling $3,157.66.  The FHA Letter also requested that you contact CMS to discuss workout options.  That same day, CMS sent a mortgage assistance solicitation to you outlining the various no-cost loss mitigation programs that are designed to assist borrowers seeking to avoid losing a home to foreclosure.   Because you did not cure the delinquency within the required timeframe reflected in the September 15, 2016 NOI, the loan was reviewed and approved for foreclosure on November 21, 2016.  The loan remained contractually delinquent and due for the August 1, 2016 mortgage payment at the time of the foreclosure referral.   On January 20, 2017, CMS sent another solicitation to you outlining the various no-cost mitigation programs that were designed to assist borrowers seeking to avoid losing a home to foreclosure.    On February 8, 2017, CMS received an initial request for mortgage assistance from you.  After an initial review, CMS determined that your application was complete and submitted your application to the Underwriting Department for further review the following day.  Accordingly, CMS mailed the attached Acknowledgement Notice to you on February 10, 2017 notifying you that your completed mortgage assistance application was received.   On March 10, 2017, CMS completed the mortgage assistance review and determined that you were eligible under the Federal Housing Administration Home Affordable Modification Program (“FHA-HAMP”) and you were approved for an FHA-HAMP Standalone Trial Period Plan (“TPP”).  The attached FHA-HAMP TPP was sent to you on March 10, 2017 and required you to make three consecutive monthly payments of $1,413.16 commencing on April 1, 2017.  It is important to note that CMS reviewed your account for other retention options.  CMS determined that you were ineligible for an Unemployment Forbearance Plan because your hardship reason was not directly related to a loss of income due to unemployment.  CMS also determined that you were ineligible for a Repayment Plan because 85% of your surplus income was not sufficient to cure the delinquency within a six month period.  Furthermore, CMS also determined that you were ineligible for an FHA Standard Loan Modification or an FHA-HAMP Standalone Partial Claim because CMS would have to defer a portion of your unpaid principal balance beyond the allowable limits of the program guidelines.  Accordingly, the attached Loss Mitigation Evaluation Notification was sent to you that same day.    On March 28, 2017, CMS received the first TPP payment of $1,413.16 from you.  On March 30, 2017, in accordance with FHA requirements, CMS ordered a title search to confirm there were no outstanding liens on the subject property.  FHA guidelines prohibit modification of a loan where other outstanding liens are recorded against the property. On April 14, 2017, CMS was notified that a Notice of Assessment lien in the amount of $6,071.74 had been filed against you in favor of [redacted] Association, Inc.  That same day, a Home Retention Department (“HRD”) representative attempted to contact you to determine whether you would be able to obtain a Payoff Ledger and a completed W9 Form from your homeowners association (“HOA”).  Because there was no answer the HRD representative left a message on your voicemail.  On April 19, 2017, the HRD representative attempted to contact again.  Because there was no answer, the HRD representative left a message on your voicemail.    On April 20, 2017, you contacted CMS to inquire the reason a message had been left on your voicemail.  The HRD representative advised you of the lien and inquired whether you could obtain a Payoff Ledger and W9 Form from your HOA.  You informed the HRD representative that you were currently out of town; however, you indicated you would attempt to contact your HOA on April 24, 2017.   On April 24, 2017, CMS received your second TPP payment in the amount of $1,413.16.  The following day, CMS received a Payoff Ledger in the amount of $5,508.74 and a W9 from your HOA.  On May 2, 2017, CMS sent a check in the amount of $5,508.74 to [redacted] Association, Inc. via overnight delivery to satisfy the Assessment lien on the subject property.  On June 5, 2017, CMS received an unrecorded Discharge of Assessment Lien (“Discharge”) from you.    On June 19, 2017, CMS received the final TPP payment in the amount of $1,413.16.  Accordingly, the file was submitted to the Underwriting Department for final review the following day.  On June 21, 2017, an HRD representative contacted you to advise you that CMS needed a recorded copy of the Discharge.  You advised the HRD representative that you would attempt to go to the recorder’s office to have the Discharge recorded.  Once the Discharge was recorded, you would forward a copy to the HRD representative.  On June 23, 2017, CMS received a copy of the recorded Discharge.  That same day, CMS forwarded the copy of the recorded Discharge to the Title Company to determine if the title report could be revised to remove the lien.   On July 5, 2017, CMS was notified that the lien in favor of [redacted] Association, Inc. had been satisfied; however, CMS was informed at that time that the title report showed a state tax lien in the amount of $1,942.29.  Accordingly, CMS sent the attached Title Curative Notice to you later that day advising that title report had uncovered a potential title issue and encouraged you to immediately contact CMS.  Still later that day, you contacted CMS to obtain a status on the review for mortgage assistance.  The HRD representative reviewed your account and informed you that the title report was showing a state tax lien in the amount of $1,942.29.  You advised the HRD representative that you had no knowledge of the lien and inquired the reason why CMS had not previously advised you of the lien.  The HRD representative advised you that CMS was made aware of the lien earlier that day.  You informed the HRD representative that you would be contacting the state to determine whether the lien was owed by you.   On July 7, 2017, CMS sent the attached HAMP Non-Approval Notice to you advising you that CMS was unable to offer you mortgage assistance under HAMP because you had unpaid liens and/or judgments that were not paid in full or released.  The following day, CMS sent the attached Cancellation Notice advising you that CMS had cancelled the mortgage assistance review because you had unpaid liens and/or judgments on title that had not been paid or released.  It is important to note that CMS prematurely cancelled the mortgage assistance review as it did not provide you sufficient time for you to clear up the title issue.  CMS sincerely apologizes for any inconvenience this inadvertent error may have caused you.   On July 17, 2017, you contacted CMS to state that you had just received the Cancellation Notice advising you that CMS had cancelled the mortgage assistance review.  The HRD representative reviewed your account, and with the assistance of an HRD supervisor determined that the mortgage assistance review had been cancelled in error.  The HRD representative informed you that CMS would re-open the mortgage assistance review and encouraged you to contact CMS in a couple of days to confirm the mortgage assistance review had been re-opened.  You informed the HRD representative that you were in the process of gathering the necessary funds to satisfy the state tax lien.  Later that day, CMS re-opened the mortgage assistance review.   On July 19, 2017, you contacted CMS to determine whether CMS had re-opened the mortgage assistance review.  The HRD representative reviewed your account and informed you that CMS had re-opened the mortgage assistance review and would continue to review your account for mortgage assistance.  During this telephone conversation the HRD representative apologized to you for any confusion and inconvenience that CMS’s inadvertent error may have caused you.   On July 31, 2017, you contacted CMS to confirm that CMS had re-opened the mortgage assistance review and to advise CMS that you had sent a payment to the state for the state tax lien earlier that day.  The HRD representative reviewed your account and informed you that the loan was in active review for mortgage assistance.  The HRD representative also advised you that CMS must receive the recorded Release of Lien (“ROL”) by August 5, 2017 or the mortgage assistance would be closed.  You became upset and advised the HRD representative that you were not certain that you would have the recorded ROL by August 5, 2017 and demanded to speak with a supervisor.    As you requested, the HRD representative transferred your telephone call to an HRD supervisor for further review.  You informed the HRD supervisor that you had sent the funds to the state to satisfy the state tax lien earlier that day; however, you were uncertain that you would the recorded ROL by August 5, 2017 as required by CMS.  The HRD supervisor informed you that CMS had re-opened the mortgage assistance review and was allowing thirty days from the date the Title Curative Notice was sent to you and that CMS needed the recorded ROL by August 5, 2017 or the file could be denied.  The HRD supervisor further advised you that if the mortgage assistance review was denied, you could still re-apply for mortgage assistance as long as CMS received a complete mortgage assistance package at least thirty-seven days prior to a scheduled foreclosure sale date.    On August 3, 2017, CMS sent the attached Cancellation Notice to you advising you that CMS had cancelled the mortgage assistance review because you had unpaid liens and/or judgments on title that had not been paid or released.  It is important to note that CMS prematurely cancelled the mortgage assistance review as you had been previously advised that you had until August 5, 2017 to provide proof that you had satisfied the state tax lien.  CMS sincerely apologizes for any inconvenience this inadvertent error may have caused you.   On August 14, 2017, CMS received a new request for mortgage assistance from you.  However, after a preliminary review, CMS determined that your application was incomplete.  Accordingly, on August 17, 2017, CMS sent the attached Initial Application Acknowledgement Notice – Incomplete Notification (“IAAN-IN”) to you.  The IAAN-IN informed you that the following documentation needed to be received no later than September 1, 2017 in order for CMS to process your request and determine your eligibility:  two months bank statements with the expenses listed in the Request for Mortgage Assistance (“RMA”) application being circled and a letter of explanation regarding the number of occupants in your home.  The following day, CMS contacted you to inform of the missing documents.  You informed the HRD representative that you would gather the requested information and forward them to CMS right away.  The HRD representative encouraged you to follow-up with CMS two to three days after you sent the requested information to confirm CMS received your information.   On August 22, 2017, CMS received additional documents that consisted of copies of your bank statements and utility bills.  On August 26, 2017, CMS reviewed the documents received on August 22, 2017 and determined that your application was complete.  That same day, CMS submitted your application to the Underwriting Department for further review.  On August 28, 2017, you contacted CMS to obtain a status on the review for mortgage assistance.  The HRD representative reviewed your account and advised you that your application was submitted to the Underwriting Department for further review on August 26, 2017 and that a decision could take up to thirty days.  On August 29, 2017, CMS contacted you to again advise you that your mortgage assistance application was submitted to the Underwriting Department on August 26, 2017.  The HRD representative also reminded you that the process could take up to thirty days and encouraged you to call CMS on a weekly basis for updates.  You thanked the HRD representative for the update and stated that you would follow-up on a weekly basis.   On August 31, 2017, your file was returned from the Underwriting Department because it was determined that your application was incomplete as it did not contain legible copies of paystubs for both borrowers and an explanation regarding the $9,500.00 that was reflected in one of your paystubs.  Later that day, you contacted CMS to obtain a status on the review for mortgage assistance.  The HRD representative reviewed your account and advised you that earlier that day, the file was returned from the Underwriting Department because CMS needed legible copies of paystubs for both borrowers.  The HRD representative also advised you that the Underwriting Department also needed a letter of explanation regarding the $9,500.00 that was reflected in one of your paystubs.  You informed the HRD representative that you were looking at the copies of the paystubs you had previously sent and there was nothing wrong with them.  The HRD representative advised you that the Underwriting Department determined that they not legible and was requesting that you re-send the copies of the paystubs.  You then requested to speak with a supervisor.   As you requested, the HRD representative transferred your telephone call to an HRD supervisor for further review.  The HRD supervisor reviewed your account and informed you that the Underwriting Department had returned the file earlier that day due to the paystubs not being legible.  The HRD supervisor reviewed your file and determined that copies of some of the paystubs had been cut off, and the first name was missing on another paystub.  The HRD supervisor advised you that CMS needed to confirm to whom the paystubs belonged.  You then began to abuse the HRD supervisor and wanted to know the reason CMS was not reviewing your application in a timely manner.  The HRD supervisor informed you that CMS reviews the applications in the order in which they are received and the normal review process can take up to thirty days.  You then requested the President’s name and contact information.  The HRD supervisor offered to transfer your call to her manager for further assistance; however, you refused.  You then informed the HRD supervisor that you had the name and contact information for our President and you would be contacting him directly.  You then terminated the telephone call.   On September 1, 2017, CMS sent the attached Incomplete Package Notice (“IPN”) to you.  The IPN informed you that the following documentation needed to be received no later than September 16, 2017 in order for CMS to process your request and determine your eligibility:  copies of paystubs for both borrowers (one full month showing year to date earnings) and a letter of explanation regarding the $9,500.00 reflected in one of your paystubs.   On September 12, 2017, you contacted CMS to inquire the status of the review for mortgage assistance.  The CMS representative reviewed your account and informed that CMS was still waiting on you to provide copies of paystubs and a letter of explanation.  You informed the CMS representative that you had emailed the information to CMS on September 1, 2017.  The CMS representative was able to locate your September 1, 2017 email; however, she was unable to open the attached link.  You became upset and requested to speak with a supervisor.  The CMS representative informed you that the call would be transferred to the Customer Service Escalation Team for further assistance.   As you requested, your call was transferred to the Customer Service Escalation Team wherein you spoke with a senior customer service specialist.  The senior customer service specialist reviewed your account and located your September 1, 2017 email.  The senior customer service specialist was also unable to open the attached link.  The senior customer service specialist apologized for the inconvenience and requested that you resend the requested documents.  The senior customer service specialist advised you that she would monitor your account and would contact you once she confirmed the requested information was received.    Later that day, CMS received additional documents that consisted of copies of your paystubs and a letter of explanation regarding the $9,500.00 reflected in one of the paystubs.  On September 15, 2017, the senior customer service specialist contacted you to advise you that CMS had received the documents you had sent on September 12, 2017 and encouraged you to follow-up on a weekly basis.   On September 19, 2017, CMS reviewed the documents received on September 12, 2017 and determined that your application was complete.  That same day, CMS submitted your application to the Underwriting Department for further review.  On September 25, 2017, you contacted CMS to obtain a status on the review for mortgage assistance.  The HRD representative reviewed your account and informed you that the application was still under review by the Underwriting Department and encouraged you to follow-up with CMS on a weekly basis.   On September 28, 2017, CMS completed the mortgage assistance review and determined that you were ineligible for an Unemployment Forbearance Plan because your hardship reason was not directly related to a loss of income due to unemployment.  CMS also determined that you were ineligible for a Repayment Plan because 85% of your surplus income was not sufficient to cure the delinquency within a six month period.  Furthermore, CMS also determined that you were ineligible for an FHA Standard Loan Modification or an FHA-HAMP Standalone Partial Claim because CMS would have to defer a portion of your unpaid principal balance beyond the allowable limits of the program guidelines.  Accordingly, the attached Loss Mitigation Evaluation Notification was sent to you that same day.  However, CMS did determine that you were eligible for an FHA-HAMP Standalone TPP.  The attached FHA-HAMP TPP was sent to you on September 29, 2017 and requires you to make three consecutive monthly payments of $1,454.96 commencing on November 1, 2017.    On October 2, 2017, you contacted CMS to obtain a status on the review for mortgage assistance.  The HRD representative reviewed your account and informed you that you were approved for an FHA-HAMP Standalone TPP and that the agreement was sent to you on September 29, 2017 via the United States Postal Service (“USPS”).  The HRD representative advised you to review the agreement and to return the signed agreement prior to the first TPP payment due date.  You informed the HRD representative that you would look out for the agreement in the mail and return it as soon as possible.   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.   Again, CMS apologizes for any inconvenience you may have experienced due to early cancellations of the review of your mortgage assistance applications.  Nevertheless, we find that CMS has followed FHA guidelines in requiring clear title on your loan, and in requiring clear, legible copies of supporting documents. 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 (800) 561-4567, 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 Research Department, P.O. Box 5001, Westfield, IN 46074 or fax your correspondence to (800) 486-5134.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate   CC:      Revdex.com

February 3, 2017     Original  Response Sent Via Regular Mail  
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[redacted]             [redacted]                      Dear Mr. and 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 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 5, 2017 which raises the same issues as this complaint.  Accordingly, the loan was researched and a response was sent to you by CMS on January 24, 2017.  A copy of that response is included here for your ease of reference.  Although the January 24, 2017 response letter provided ten pages of documents to support CMS’s response to your complaint, CMS is not attaching another copy of those documents in an effort to avoid unnecessary duplication of efforts.   As we understand your most recent Revdex.com complaint, you are dissatisfied with the information provided to you within our January 24, 2017 response letter.  Specifically, you continue to express your opinion that you a CMS representative was rude when speaking to you during a telephone call.   In response to your continued grievances with the level of customer service you have received from CMS, we have confirmed that CMS has only had one telephone conversation with you to date which was on January 4, 2017.  Please be advised that we have in fact listened to that telephone conversation in its entirety as documented in detail within our January 24, 2017 response letter.  After listening to the call recording, while we understand that parties to a telephone call may have differing interpretations of the tone and demeanor of the call, we are completely satisfied that CMS representatives were professional and polite to you while working to assist you with your needs.    Our CMS representatives work very hard to be helpful in assisting borrowers with their mortgage needs.  That being said, we again sincerely apologize if you feel the level of customer service you received from CMS did not meet your expectations.   CMS would like to take this opportunity to thank you for your suggestion for CMS to accept direct mortgage payments via Electronic Funds Transfer (“EFT”) from your financial institution.  Please note that CMS strives to provide excellent customer service to our customers and will take your suggestion into consideration.   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.   Finally, if you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O. Box 3489, Anaheim, CA 92803 or fax your correspondence to (800) 486-5134.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate     CC:      Revdex.com Tell us why here...