Carrington Mortgage Services LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.So basically, all you did was repeat the majority of what was in my complaint and then make stuff and dates up. I Stated in my complaint the date of the welcome letter and when I received it. What a joke. Our discharge now several years old, had nothing to do with our home. We discharged other debt in order to keep our home. And why are referencing months in 2014?  Bank of America was servicing our loan at that time?  That makes no sense.  And I can document and record calls as well. Your one female rep had me in tears and told me "I had had 60 days to fix this" Yeah, that was not the case.   There was no perception.  I do not accept this ridiculous response or half a**ed apology.  Furthermore, you can't send me monthly statements but you can sure send a n escrow analysis immediately to raise my payment any way you can. And [redacted] the "cushion" garbage.  I know neither my taxes nor homeowners has gone up and before we fell behind we had a surplus.  So keep on trying and I will keep filing complaints.  
Regards,
[redacted]

March 25,
2016
 
 
[redacted]
C. [redacted]
157
Portland Road
Aragon,
GA  30104
 
RE:      Complaint ID
No:       [redacted]
Loan No.: ...

                  [redacted]
Property Address:       [redacted]
 
Dear Mr.
[redacted]:
 
The
Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in
receipt of your complaint filed with the Revdex.com (“Revdex.com”)
received in our office via email on January 3, 2015.  CMS is committed to responsible lending and
servicing and we would like to address any concerns you may have.  The following is our response to the issue(s)
raised in the inquiry.
 
As we understand your complaint,
you claim that after the loan transferred to CMS you called CMS to make your
October 1, 2015 payment, and during this call the CMS Representative informed
you that you did not need to make a payment on your loan as you were set up on
auto-draft, and your monthly payments would be auto-drafted from your bank
every month.  You go on to say that, a
month later you called CMS and attempted to make a payment as you believed your
October 1, 2015 payment was still due; however, the CMS Representative informed
you that no payments were due on your loan at the time.  Thereafter, you state that in March 2016, you
received a billing statement from CMS that showed you owed two monthly
payments, and when you called CMS to inquire about this, you were informed that
your payment history showed you had been making the monthly payments to your
loan thirty (30) days late since the loan transferred.  Lastly, you express concerns and
dissatisfaction with CMS and its servicing of your loan, for providing you
inaccurate information about your loan status, and for the erroneous report to
the credit agencies that is negatively affecting your credit.
 
At the outset, please note that
the servicing of this U.S. Department of Agriculture (“USDA”) Guaranteed loan
transferred from JPMorgan [redacted] Bank N.A. (“[redacted]”) to CMS on or about October
2, 2015.  Attached for your ease of
reference is a copy of the September 23, 2015 Notice of Service Transfer
(“Hello Letter”) sent to you by CMS that notified you of the service transfer.
 
 
 
Please note that, while CMS began
servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act
(“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for
any purposes until the expiration of sixty days after the effective date of the
servicing acquisition.  This sixty day
period is specifically intended to allow the acquiring servicer the necessary
time to receive the acquisition file from the prior servicer and to ensure the
records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and
complete post-transfer diligence and escrow analysis that are due within sixty
days of the acquired date. 
 
Upon review our records show that
at the time of the service transfer your loan was showing contractually current
and due for the November 1, 2015 payment. 
Prior to the service transfer your prior servicer (“[redacted]”) had credited
your loan with a payment on October 1, 2015 in the amount of $755.62, and this
payment was applied to your October 1, 2015 payment in the amount of $737.95
and $17.67 was applied to principal curtailment.  It is important to note that in the Hello
Letter that was sent to you on September 23, 2015, CMS informed you that, if
your monthly payment was being electronically drawn from your checking or
saving account by your current servicer, CMS would attempt to have your payment
continue to be electronically drawn from your checking or savings account and
applied to your loan after the transfer. 
 
On October 19, 2015, CMS sent you
a billing statement that informed you the next payment due on your loan was
November 1, 2015, and also informed you under the “Special Messages” section, that
this statement was your records only, and that your payment in the amount of
$755.62 would be made directly through the auto-draft system.  Attached for your ease of reference is a copy
of this statement.
 
Thereafter, on November 1, 2015,
CMS drafted a payment from your bank account in the amount of $755.62, and this
payment was applied to your November 1, 2015 payment in the amount of $737.95,
and $17.67 was applied to principal curtailment.   On November 2, 2015, CMS sent you a billing
statement that showed this payment transaction, and also showed the next
payment due on your loan was December 1, 2015. 
Attached for your ease of reference is a copy of this statement. 
 
On November 20, 2015, 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.  This AEADS advised you that
your monthly payment would change from $737.95 to $686.62 beginning with your
January 1, 2016 payment. In addition, this same day you called CMS and during
this call you informed the CMS Representative that you wanted to set up
auto-draft payments on your loan.  The
CMS Representative informed you that you were already set-up on auto-draft, and
explained that he auto-draft process had transferred to CMS from your prior
servicer and that your November 1, 2015 payment had been drafted accordingly,
and the next payment scheduled to be drafted was on December 1, 2015.  Additionally, you inquired about changing the
draft date from the first to the fifth of the month.  The CMS Representative informed you that type
of requested needed to be sent to CMS in writing and provided you the CMS
Customer Service fax number to send your request.  Please note that we could not find any
records that CMS received a request from you to change the draft date.
 
Subsequently, on December 1,
2015, CMS drafted a payment from your bank account in the amount of $755.62,
and this payment was applied to your December 1, 2015 payment in the amount of
$737.95, and $17.67 was applied to principal curtailment.   That same day, CMS sent you a billing
statement that showed this payment transaction, and also showed the next
payment due on your loan was January 1, 2016. 
Attached for your ease of reference is a copy of this statement. 
 
Thereafter, on January 1, 2016,
CMS drafted a payment from your bank account in the amount of $704.29, and this
payment was applied to your January 1, 2016 payment in the amount of $686.62,
and $17.67 was applied to principal curtailment.   That same day, CMS sent you a billing
statement that showed this payment transaction, and also showed the next payment
due on your loan was February 1, 2016. 
Attached for your ease of reference is a copy of this statement. 
 
On February 1, 2015, CMS received
notification from your prior servicer (“[redacted]”) that the payment that had been
posted to your loan on October 1, 2015 in the amount of $755.62, which was an auto
draft payment transaction, had not been paid by your bank and therefore, this
payment needed to be reversed.  The
reason for the non-payment by your bank showed that you had placed a stop
payment. CMS completed the reversals that same day.  It is important to note that CMS had to
reverse the payments posted to your loan from October 1, 2015 to January 1,
2016 to properly complete the required reversal of this payment, and also roll
the due date back accordingly.  After the
reversal of this payment was completed, CMS reapplied your payments that were
received from November 1, 2015 to January 1, 2016 to your loan
respectively.  That same day, CMS sent
you a billing statement that showed these payment transactions, and also showed
the next payment due on your loan was February 1, 2016.  Attached for your ease of reference is a copy
of this statement. 
 
On February 29, 2016, you called
CMS and during this call you inquired about your loan as you had received a
statement indicating your loan was due for two months, and expressed concerns
because the prior month your loan was in a current status.  You went on to say you had placed a stop
payment on your October 1, 2015 payment because your income was not going to be
available until October 9, 2015; however, you had called CMS after the service
transfer and attempted to make this payment but, the CMS Representative had
declined your payment attempt and informed you your loan was current. 
 
The CMS Representative informed
you that your loan showed due for the February 1, 2016 payment.  In addition, the CMS Representative also informed
you that payment reversals had been completed on your loan due to the October
1, 2015 payment being returned by your bank unpaid. The CMS Representative informed you that the
reason for the returned payment stated a “stopped payment” had been placed.  You asked how this reversal would affect your
credit report, and the CMS Representative explained that the reversal of the
payment resulted in his loan showing due for the February 1, 2016 payment, and
also resulted in his payments made from November 1, 2015 to January 1, 2016
being applied to the prior month due date which shows the payments for these
months paid thirty (30) days late.  You
asked the CMS Representative how you could dispute late payments reported to
the credit agencies and the CMS Representative provided you the fax number to
send your request to the CMS Customer Service Research Department.  The CMS Representative also explained that the
next scheduled auto draft payment was on March 1, 2016, and encouraged you to
make your February 1, 2016 payment to bring your loan current.  You agreed and indicated that you would make
this payment that same day using the CMS automated phone pay system.  The records show that later that evening you
made a payment using the CMS automated phone pay system in the amount of $686.62,
and this payment was applied to your February 1, 2016 payment that same day.
 
Subsequently, on March 1, 2016
CMS drafted a payment in the amount of $704.29 and this payment was applied to
your March 1, 2016 payment in the amount of $686.62, and $17.67 was applied to
principal curtailment.  Attached for your
ease of reference is a payment history that shows the payment transactions on
your loan from August 1, 2014 to March 1, 2016.
 
Lastly, we did not find any
evidence to support your allegations that the CMS Representatives you spoke with
during your calls to CMS prior to the February 29, 2016 call, denied your
request to make a payment on your loan. 
In addition during these calls, prior to the February 29, 2016 call, we
did not find any record to show you had informed CMS that you had placed a
stopped payment on your October 1, 2015 payment. 
 
Based on the foregoing, we conclude that during the time
that your loan was showing that the contractual due date was current, and after
the due date was reversed because the October 1, 2015 payment had been returned
unpaid by your bank, CMS serviced your loan in accordance with the terms and
conditions of your Note, and in compliance with applicable policies and
procedures for this USDA Guaranteed loan. 
Moreover, we have determined that the information reported to the major
credit agencies properly reflects your payment history and loan information. We
are, therefore, unable to make any changes to the reported information.
 
In closing, 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.
 
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, 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
 
 
 
-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.
 
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
201 East Markham, Heritage West Building, Suite 300, Little Rock, Arkansas
72201. You may obtain further information by calling the Department's general
information number at (501) 324-9260 or toll-free, (800) 981-4429 or faxing the
Department at (501) 324-9268 or visiting the Department's website at http://www.securities.arkansas.gov. For a list of
standard or common loan servicing fees charged by CMS, please visit the CMS
website at https://carringtonms.com/HelpCenter/FAQ.
 
Colorado:
For Colorado Residents:
13111 E. Briarwood Ave.,
Suite#340
Centennial, CO 80112
(303) 708-8795
 
Massachusetts:
NOTICE OF IMPORTANT RIGHTS
 
YOU HAVE THE RIGHT TO MAKE A WRITTEN OR ORAL REQUEST THAT TELEPHONE
CALLS REGARDING YOUR DEBT NOT BE MADE TO YOU AT YOUR PLACE OF EMPLOYMENT. 
ANY SUCH ORAL REQUEST WILL BE VALID FOR ONLY TEN DAYS UNLESS YOU PROVIDE
WRITTEN CONFIRMATION OF THE REQUEST POSTMARKED OR DELIVERED WITHIN SEVEN DAYS
OF SUCH REQUEST.  YOU MAY TERMINATE THIS REQUEST BY WRITING TO THE
CREDITOR.
 
 
 
Minnesota:
Carrington Mortgage Services, LLC is licensed by the
Minnesota Department of Commerce.
 
New
York:
New York City Department of Consumer Affairs License Number
1264739
 
This Collection agency is licensed by the City of Buffalo
license numbers: 555177 & 555176
 
City of Yonkers Debt Collection Agency License
Number: 9717
 
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 1-800-342-3736 or by
visiting the Department’s website at www.dfs.ny.gov. Carrington Mortgage
Services, LLC is registered with the Superintendent of the New York State
Department of Financial Services.
 
North
Carolina:
Carrington Mortgage Services, LLC
is licensed under the North Carolina Agency Permit No. 102107 & 103455 and
North Carolina Secure and Fair Enforcement Mortgage Licensing Act. 1600 South Douglass Road, Suites 110 & 200-A, Anaheim, CA
92806.
 
Tennessee:
This collection agency is
licensed by the Collection Service Board of the Department of Commerce and
Insurance.
 
Texas:
Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR
MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE
LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TEXAS 78705.  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT
1-877-276-5550.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. The issue which CMS brought up regarding it taking two weeks before we submitted valid signatures was due to them never notifying us this was needed. We only were made aware of this after waiting almost two weeks and calling to get an update. We've since done a verbal verification after being told of the 30 day turnaround, as we could not wait this long for the information. The information that was needed has been obtained and no further action is required from CMS. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not entirely resolve my complaint.  The summary of the telephone conversation provided by Mr. [redacted] is not entirely accurate.  He states:In response, you indicated for the first time that you did not want to pay the $62.73, and instead demanded that CMS apply your current unapplied funds credit balance toward the December 1, 2016 mortgage payment and consider the payment satisfied.The matter of the $62.73 is NOT indicated "for the first time".  It was clearly stated in the September, October, and November letters (see attachments), which Mr. [redacted] admitted not having read when he called me.  I patiently explained to him that the $62.73 is interest that I am being charged for on the $8,369.63 that I never received as part of the $636,445 loan.  Also, in the original Revdex.com complaint, I clearly state:2. Acknowledge that the adjustment payment I submitted in October and the full payment in November are timely and correctThe "adjustment payment" is the $205.28 which already takes into account not paying for the $62.73.  So this is not being indicated "for the first time".Mr. [redacted] understood my point and assured me that he would call me back the same day with a confirmation that all the terms would be taken care of.  He never called back!
Regards,
Dr. [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]

Attached please find a copy of our response letter to that was sent to the borrower today.Sincerely yours,[redacted]Customer AdvocateCarrington Mortgage Holding, LLC[redacted]  [redacted]  [redacted]Office: [redacted]April 22, 2015[redacted]...

[redacted]
[redacted]
[redacted]RE: Complaint I.D. No.: 1[redacted]MLD Loan No.: 1[redacted]Dear Mr. [redacted]The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above referencedloan received in our office via email on March 25, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.As we understand your complaint, you allege that you were pre-approved by CMS for a U.S.Department of Agriculture ("USDA") loan to purchase a home and one day before thetransaction was scheduled to close CMS denied your loan application. You claim that the loanofficer recommended that you pay some outstanding bills and also to pay down your credit cardsin order to increase your credit score, and that based on that recommendation you paid over$3,000.00 in old debt and paid down your credit cards. You further state that you also paid foran appraisal, a home inspection and put down earnest money for the purchase because yourunderstanding was that your loan would be approved. You also allege that two days prior to thescheduled closing CMS stopped accepting your calls and would not respond to you textmessages or emails, and you feel that CMS was not forthcoming about your qualification for thisloan.Upon review, our records show that on December 16, 2014 you applied for a USDA loan andalso communicated with Loan Officer, Charolette [redacted]on, about your loan application.During this call Ms. [redacted] informed you that based on your stated income and credit score,you were conditionally pre-qualified for a USDA home loan in the amount of$158,163.00, witha sale price of $155,000.00, and she also sent you a conditional pre-qualification approval thatsame day via email. Ms. [redacted] also outlined in this email that your loan application wouldbe run through the Government Underwriting System ("GUS") to determine if the outstandingcollection accounts on your credit report would need to be cleared to qualify for this loan. Acopy of the letter is attached for ease of reference.On December 20, 2014, you spoke with Ms. [redacted] and she explained that your loanapplication had been run through GUS and it was determined that although you had met theminimum credit score requirements for this USDA loan, you would need to satisfy theoutstanding collection items (collection accounts for rental/housing and medical) listed on yourcredit report in order to be approved. You insisted on moving forward with your loanapplication and informed Ms. [redacted] that you had the funds to satisfy the outstandingcollection accounts on your credit report. On December 24, 2014, you entered into a purchasecontract.On December 30, 2014, Ms. [redacted] called you to check the status of the outstandingcollection accounts and during this call you informed Ms. [redacted] that you were planning onpaying these debts with your tax refund check. Ms. [redacted] reminded you that your proposaldiffered from the representations you made during the prior conversation of December 24, 2014and also informed you that your application process would be delayed until the aforementioneddebts were resolved. As such, your loan application was placed on hold that day until thecollection items on your credit report were resolved.On December 31, 2014, Ms. [redacted] contacted you and informed you that the USDA hadalso requested written explanations regarding six credit issues on your credit report and she sentyou an email with these details that same day. Ms. [redacted] stayed in contact with you for thenext four weeks and continued to check the status of the collection accounts that need to beresolved in order to move forward with your loan application. During that period, you informedMs. [redacted] that you had not received the expected tax refund and therefore were makingpayments towards the outstanding collection accounts every week from your pay check.By January 29, 2015, you had cleared all the non-medical collection debt; however, you still hadoutstanding collection debts for medical bills. Therefore your loan application could not moveforward. Additionally, the purchase contract was due to expire on or about February 5, 2015. Inan effort to assist you, Ms. [redacted] suggested a new strategy which could help increase yourcredit score allowing your loan application to move forward.The strategy required that you pay down your credit card debt (which was a sum less than theoutstanding total in collection accounts debts) which would help increase your credit score. Totest this strategy Ms. [redacted] used a credit reporting toll called a "bureau simulator report"which could help determine what your credit score might be if you paid down your credit carddebt. If the simulator report results were as anticipated, then paying down the credit cards wouldbe likely to help you to obtain the new projected credit score. Ms. [redacted] ran the simulatorreport with the suggested pay down on the credit cards and the results showed an increase inyour credit score to a point that would allow your loan application to move forward in theprocess. Ms. [redacted] shared the results with you and explained that if you wanted toproceed, you would need to pay down your credit cards. After receiving confirmation that thepayments had been posted to the cards, Mrs. [redacted] proposed to a rapid rescore which couldtake up to five business days. Once the new score was obtained, she would be able to submityour loan application for review and disposition.In the meantime, your agent, who was well aware of the challenges with your loan application,began to negotiate an extension on the purchase contract. During this time, Ms. [redacted] andher manager, [redacted], maintained communications with you and your agent daily viaemail, text and phone calls as time was of the essence. Regrettably, by the time you were able toprovide proof that you had paid down the credit cards, the purchase contract had expired and theseller did not wish to approve an extension. As such, your original loan application was declinedas you did not comply with the required condition of the pre-qualification. In addition, CMSrefunded you the cost of the appraisal that you had previously paid.Based on the foregoing, we believe the record is clear that CMS has diligently assisted you inobtaining a home loan through CMS although you failed to comply with the conditionalrequirements to move forward with your loan application prior to the expiration of the purchasecontract. In addition, the seller declined an extension request to proceed with the purchase.Please note that the decision whether to extend the expiration of the purchase contract was notwithin CMS's control. Lastly, the other costs for home inspection, earnest money and check toseller were costs that were part of our purchase contract agreement with the seller and not part ofyour loan application with CMS; therefore, we must decline your request to refund these costs.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at (866) 874-5017, Monday throughFriday, 8:00AM to 5:00PM, Pacific Time. Sincerely,[redacted]Customer AdvocateCC: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Please show me how the escrow shortage of $773.58 was calculated. Also, I provided a cell phone and home telephone number to the customer service representative and supervisor. There were no missed calls or voice messages.  No one attempted to contact me with an explanation.

The Customer Advocate Department of Carrington Mortgage Services, LLC (''CMS') is in
receipt of a complaint regarding the above-referenced loan received in our office via email on
October 6, 2014. 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 Service Research Department originally received an inquiry
from you on February 9, 2009 which raises the same issues as this complaint. Accordingly, the
loan was researched and the attached response was sent to you by CMS on March 9, 2009,
copies of which are attached for your ease of reference.
As you may recall, as an expression of our commitment to the' highest standards of customer
satisfaction, CMS extended you a one-time courtesy and agreed to remove the proper thirty-day
delinquency associated with the January 1, 2009 payment that was reported to the major Credit
Reporting Agencies ("CRA'') even though the payment you remitted to CMS on ot about
January 30, 2009 did not correctly document your loan number and was applied to your account
after the month in which the payment became due.
On Decem'ber 11, 2013, CMS' s Customer Service Research Department re"(;Cived a new inquiry
from you that also raises the same issues as this complaint. Subsequently, CMS reviewed your
loan and issued you the attached written response ort January 10, 2014. This response informed
you that CMS was unable to remove the thirty-day delinquency associated with the August 1,
2013 payment as our records found that you remitted the payment via CMS's online payment
system at 11:24PM Eastern Standard Time ("EST'') on August 31, 2013 which was after the
11 :OOPM EST cut-off time that was clearly outlined within CMS's "Online Payment Details"
section of the "Make A Payment" screen.
As you may recall, the January 10, 2014 response Jetter also provided you with information to
support that your payment was made after the cut-off time and explained that all payments
received after the I 1:OOPM EST cut-off time would be processed the next business day which
was on August 3, 2013. For your ease of reference, please find the below disclaimer that was
provided to you within CMS's automated payment systems that outlines the automated payment
system's payment timing and credit procedure.
-PAYMENT TIMING AND CREDIT-
"PAYMENTS MADE AFTER ll:OOPM EASTER"I'l TIME OR ON A DAY OTHER THAN A BUSINESS
DAY ARE PROCESSED THE NEXT BUSINESS DAY. WEEKENDS AND HOLIDAYS ARE NOT
BUSINESS DAYS"
On March 31, 2014, the Customer Service Research Department ofCMS received a new inquiry
from you that again raised the same issues as each of your previous inquiries. Although CMS
previously advised you that all payments received on the last business day of the month after
thell :OOPM EST cut-off time would be processed the following day, you continued to express
your dissatisfaction that CMS reported a total of eight (8) thirty-day delinquencies for payments
received by CMS after the cut-off time.
Subsequently, CMS researched your loan in detail and issued you the attached written response
dated April28, 2014, In this response, CMs provided you With a summarization ofthe date that
your payment is due (fust of the month), the date the payment is' considered late (second day of
the month), the date a late charge would be assessed to your loan if the payment was not received
by CMS (after the sixteenth day of the month), and reminded you that any payment not received
by CMS within the same month in which the payment became due would be appropriately
reported to the CRA.
Moreover, the April 28, 2014 response letter also provided you with a table of information
surrounding the payments received by CMS after the month in which the payments became due
and were properly reported as thirty-day delinquencies to the CRA. This response letter
informed you that because CMS properly reported the current loan status, payment history and
loan information, CMS .respectfully declined your request to remove the information reported to
the CRA.
Most recently, CMS reported your payment that became due on April 1, 2014 as. thirty days.
delinquent as CMS received this payment on May l, 2014. A review of our records found that
you accessed CMS's website and initially logged in at 10:48PM EST, which was more than
twelve minutes before the 11 :OOPM EST cut-off time.
While CMS is unable to detennine why you failed to remit your payment at the time that you
initially logged in to the CMS website, CMS is unaware of any technical difficulty with CMS's
website that would have caused you to be unable to remit your payment at the time you initially
logged in. Our records go on to show that you logged in and out a total of fifteen additional
times, all of which were past the !1:00PM EST cut-off tiine. On May 1, 2014, you contacted
CMS and made the April 1, 2014 payment with a CMS representative via the phone payment
system which resulted in CMS processing your payment that same day.
While you certainly have the option to make your monthly payment at the end. of the month in
which the payment became due, we must reiterate that if you attempt to remit a payment to CMS
via CMS's automated payment options after-the 11 :OOPM EST (8:00PM PST) cut-off time on the
last business day of the month which would cause the payment to be processed the following
business day, CMS will properly report that your payment was received as thirty-days late to the
CRA. Again, this is not due to a glitch in CMS's system, rather your intentional decision to
remit payments to CMS past the 11 :OOPM EST (8:00PM PST) cut-off time.
It is important to note that CMS is obligated by federal law to provide timely and accurate credit
reporting in regard to the current loan status, payment history and loan information. We have
determined that the information reported to the major credit bureaus properly reflects your
payment history and loan information. We are, therefore, unable to make the requested changes
to the reported information.
As we understand, your correspondence indicates that you would like to refinance your loan.
Although there are many companies that may be able to meet your finance needs, CMS's
Mortgage Lending Division (''MLD") can be reached to discuss available finance programs. Our
MLD can be contacted via telephone toll free at (888) 267-0584, Monday through Friday, 7:00
AM to 6:00 PM, Pacific Time.
Based on the foregoing, we believe the record is clear that CMS has properly reported your
payment history and loan information to the CRA, has clearly and consi stcntly provided you
with information regarding the automated payment system cut-off times and even went as far to
remove the initial thirty-day delinquency as a courtesy to you, yet you continue to remit
payments to CMS after the 11 :OOPM EST automated payment system cut-off time. Should you
wish to further discuss CMS' s credit reporting procedures, we encourage you to contact our
Customer Service Department a[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, 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate

March 24, 2016
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
[redacted]
Dear Mr. & Mrs....

[redacted]:

The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on February 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 the complaint, you allege that on January 6, 2016 you were contacted by a CMS Loan Officer in regard to a refinance opportunity. You go on to say that during the loan application review process, the same CMS Loan Officer advised you to not pay your January 1, 2016 mortgage payment until March of 2016. Thereafter, on January 26, 2016, you state that you received an email from the CMS Loan Officer advising you to pay your January 1, 2016 mortgage payment because CMS would be unable to approve the refinance before the end of the month. As you indicate in your complaint, you proceeded to pay your January 1, 2016 mortgage payment a week after you received the email from the CMS Loan Officer. Lastly, you state that you received a refinance application denial letter advising you that CMS was unable to approve your application due to a thirty (30) day delinquency on your mortgage payment history. As a result, you believe that CMS’s mortgage lending practices are illegal, fraudulent, and unprofessional with the objective of initiating a foreclosure on your property. Consequently, your desired resolution is for CMS to issue you an apology and to remove the delinquency reported on your account to the credit reporting agencies.
As a preliminary matter, our records confirm that on January 26, 2016 the CMS Loan Officer sent you an email advising you to make your January 1, 2016 mortgage payment. Specifically, the CMS Loan Officer stated in the email that the refinance was expected to close on February 11, 2016 or February 12, 2016 and asked you to make your January 1, 2016 mortgage payment because we would be unable to finalize the refinance by the end of January of 2016. Additionally, the Loan Officer also advised you that you would have to pay a prorated February 1, 2016 mortgage payment and that your first payment under the refinance was scheduled to be paid on April 1, 2016. Moreover, our records also indicate that you responded to the Loan Officer’s email and acknowledged the instructions to pay your January 1, 2016 mortgage payment.
On February 5, 2016, our servicing notes indicate that you called CMS to make your January 1, 2016 mortgage payment in the amount of $741.67 which was applied that same date to your account. We are not able to determine from our records why you waited until February 5, 2016, to make the January 1, 2016 payment. While we acknowledge you were instructed on January 26, 2016, to make the January 1, 2016 payment, we are unable to find any evidence that you were instructed by a representative of CMS to delay making that payment until after the end of January. By making the payment after the end of the month in which it was due, you allowed your account to become a full month past due. Accordingly, on February 10, 2016, CMS reported your account status to the credit reporting agencies (TransUnion, Experian, and Equifax). Please note that CMS reports your account status once a month to the credit reporting agencies on the 10th day of each month and that the February 10, 2016 credit report was a routine update to the credit reporting agencies. Because your January 1, 2016 payment was not received until February 5, 2016, CMS reported a thirty (30) day account delinquency on your February 10, 2016 credit report.
As a reminder, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. Consequently, that is the reason why CMS reported the thirty (30) day delinquency on your account to the credit reporting agencies.
On February 15, 2016, CMS sent you a Statement of Credit Denial, Termination, or Change (“SCDTC”). The purpose of the SCDTC was to advise you that CMS was unable to approve your refinance application due to an unacceptable payment record on your current mortgage. For your records, attached hereto as Exhibit “A” please find a copy of the SCDTC that CMS sent you on February 15, 2016.
Based on the foregoing investigation and review of your refinance application, we are unable to find any evidence of wrongdoing on CMS’s behalf. With respect to your allegation that CMS’s mortgage lending practices are illegal, fraudulent, and unprofessional with the objective of initiating a foreclosure on your property, our records confirm that CMS provided you with the proper disclosures and notifications advising you of the refinance application review process and your responsibility to continue to make your mortgage payments on time. Furthermore, pursuant to your loan documents, it is your sole responsibility to make your mortgage payments timely regardless of the status of a refinance or a separate loan application. Also, please know that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to your account status and payment history. Correspondingly, we submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment history. As a result, CMS respectfully denies your request to remove the delinquency reported on your account to the credit reporting agencies.
Finally, while we regret that CMS was unable to approve your refinance application, we believe the record is clear that CMS was professional and as timely as possible with the entire application review process. Nevertheless, CMS understands your frustration and we sincerely apologize for any perceived unprofessional customer service you believe you may have received while CMS reviewed your refinance application.
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 (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted] Customer Advocate
CC: Revdex.com

August 18, 2015
 
 
[redacted]
Wilson, NC  27896
 
RE:      Complaint No:            [redacted]
Loan No.: ...

                  [redacted]
Property Address:       [redacted]
 
Dear Mr. [redacted] and Ms. [redacted]:
 
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 23, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand your complaint, you claim that when your loan transferred to CMS your loan was due for the April 1, 2015 payment, and that you were unable to make your payment because you did not know where to send your payment since you did not receive any correspondence regarding the service transfer from CMS until the end of April 2015.  You go on to say that CMS has not sent you any billing statements, but that CMS has sent you correspondence regarding fees assessed to your loan.  You allege that when you contacted CMS to inquire about these fees, you were informed they were late fees for April 2015 and May 2015.  You express concerns and claim that CMS should not have charged you any fees during the first sixty (60) days after the loan service transfer.  You also state that it has been difficult getting through to CMS by telephone and when you have spoken to a CMS representative you were not pleased with the interaction or outcome.
Upon review, our records show that the servicing of this Federal Housing Administration (“FHA”) insured loan was 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 that notified you of the service transfer.  This notice also included the address to send your payment and information regarding your payment options.  At the time of the service transfer your loan was contractually due for the April 1, 2015 payment.  In addition, we note that you filed for protection in Chapter 7 bankruptcy on August 15, 2014, Case number [redacted] and received a discharge on November 19, 2014. 
 
While CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition.  This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date. 
 
Upon further review, our records show that on April 14, 2015, CMS received a call from you and during this call the CMS representative completed a welcome call by going over your loan information, including your new CMS loan number, the status of the loan, the amount due, and the payment options available with CMS, and also verified your contact information.  In addition, you informed the CMS representative that you planned on setting up your account on the CMS website at [redacted] and would be making your payment using this website.  Later that day, the records show that you logged into the CMS website and activated your online account.
 
On May 7, 2015, CMS issued the attached Notice of Intent to Foreclose (“NOI”).  This notice explained that the loan was in default for the nonpayment of the April 1, 2015 contractual payment and provided $2,057.66 as the amount required to cure the delinquency, which represents the combined amount of the April and May 2015 payments.  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.  Please be advised that the NOI is a system generated letter that is issued for every loan that has become past due for more than thirty one (31) days and is required by law prior to any initiation of foreclosure proceedings.  Also, that same day a property inspection was requested as required by established CMS loan servicing policy and procedures for a loan thirty (30) or more days past due. 
 
Subsequently, on May 11, 2015, you called CMS to schedule a payment by phone to be processed on May 16, 2015 in the amount of $1,028.83 for your April 1, 2015 payment.  You also informed the CMS representative that you would pay the May 2015 payment before the end of the month.  On May 20, 2015, CMS completed the required post service transfer Escrow Analysis and on that same day, CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”) which informed you that your payment would increase from $1,028.83 to $1,041.46 beginning with the July 1, 2015 payment.  Attached is a copy of this AEADS for your ease of reference.
 
On June 5, 2015, you called CMS and during this call you scheduled two payments by phone, the first one to be processed on that same day in the amount of $1,028.83 which was applied to your May 1, 2015 payment, and a second payment to be processed on June 12, 2015 in the amount of $1,028.83 for your June 1, 2015 payment.  On June 11, 2015, you called CMS again to change the previously scheduled payment from June 12, 2015 to June 18, 2015.  This change was completed as requested.  On July 1, 2015, CMS received the completed property inspection and assessed the associated fee of $20.00 to the loan.  On July 17, 2015, CMS received a payment from you via the CMS website in the amount of $1,061.46. This payment was applied to the July 1, 2015 payment in the amount of $1,041.46 and $20.00 was applied towards the late fee due in the amount of $41.65. 
 
On July 21, 2015, you called CMS to inquire why you were not receiving monthly billing statements.  The CMS representative explained to you that CMS does not send billing statements to borrowers whose debt was discharged through bankruptcy except upon request.  She also informed you that, if you would like, CMS would provide a copy of the billing statement for informational purposes only and not as an attempt to collect a debt.  The reason for this policy is that CMS does not wish to attempt to collect a debt from anyone whose liability on a mortgage loan has been discharged in bankruptcy.  On that same day, CMS sent you a copy of the billing statement, a copy of which is also attached here for your ease of reference. 
 
On August 14, 2015, you called CMS to inquire about the fees assessed to your loan. The CMS representative informed you that the fees in question included a late fee in the amount of $41.65 assessed to your loan for the July 1, 2015 payment as that payment had been received after the fifteen (15) day grace period, and a property inspection fee in the amount of $20.00 assessed to your loan July 1, 2015.  Below is a payment summary from date of loan service transfer to August 14, 2015 for your ease of reference.
 
 
Lastly, we reviewed the CMS website records and it showed the payment amounts for your April, May and June 2015 payments were reflected in the amount of $1,028.83 each and your July and August 2015 payments reflected in the amount of $1,041.46.  In addition, after July 1, 2015, the website showed you owed an additional sum in the amount of $20.00 which represented the property inspection fee.  Also, after July 16, 2015, the website showed an additional sum in the amount of $41.65 which represented the late fee assessed.    
 
Based on the foregoing, we conclude that CMS provided information regarding the service transfer and payment options in a timely fashion.  In addition, the property inspection was requested and completed in accordance with the established policy and procedure and the late fee was also accurately assessed in accordance with the terms and conditions of the Note. 
 
In closing, we acknowledge that during the period immediately after the transfer of the loans from BofA, CMS experienced an unusually high volume of calls. Consequently, although CMS strives to answer all customer calls promptly, customers calling CMS may have occasionally experienced infrequent hold periods longer than we prefer while waiting to speak with a CMS representative. Please note that CMS did everything in its power to speak with all customers and answer as many calls as possible within a reasonable timeframe. Nevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced. Additionally, we believe that the underlying causes for the delays have been resolved and it is unlikely that you will experience similar wait times going forward. Once again, CMS sincerely apologizes for any inconveniences you may have experienced and we will continue to improve on our services in order to offer a better experience for all of our customers.
 
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].
 
North Carolina:
Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No. 102107 & 103455 and North Carolina Secure and Fair Enforcement Mortgage Licensing Act. [redacted].

[redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint I.D. No.: [redacted]Dear Mr. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC...

("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on March 24, 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 theOffice of the Iowa Attorney General on June 5, 2013 which raises some of the same issues asthis complaint. Accordingly, the loan was researched and a response was sent to you by CMSwith a copy to the Office of the Iowa Attorney General on June 20, 2013. A copy of thatresponse along with the supporting documentation is included here for your ease of reference.As we understand your recent correspondence, you claim that after the servicing of your loantransferred, CMS was unable to provide you with the note holder of your loan. Your complaintgoes on to state that a foreclosure sale of the subject property was completed and the ownershipof the property reverted [redacted]k to [redacted] ("[redacted]). You state that [redacted] as plaintiff inthe foreclosure action waived its right to a deficiency judgment and you request that CMScorrect any improper credit reporting. Finally, you note that CMS has issued you a noticeinforming you that CMS has obtained Lender Placed Insurance ("LPI") for the property.At the outset, please note that the servicing of your Federal Housing Administration ("FHA")insured loan transferred from [redacted] to CMS on May 1, 2013. On May 10, 2013, the attachedNotice of Service Transfer ("Hello Letter") was issued notifying you of the service transfer toCMS. At the time of the service transfer, your loan was in contractually in default and showingdue for the April 1, 2010 mortgage payment.Due to the ongoing delinquency, the subject loan was reviewed and approved for the initiation offoreclosure effective September 6, 2013. The loan remained contractually delinquent and duefor the April 1, 2010 payment at the time of the foreclosure referral. On October 21, 2014, aforeclosure sale of the property was completed which extinguished your ownership interest in theproperty. The successful bidder at the foreclosure sale was [redacted] as plaintiff.Upon receiving your correspondence, CMS completed a thorough review of your loan and theforeclosure process and is able to confirm that while Iowa statute allows CMS to pursue adeficiency judgment awarded during a judicial foreclosure, the deficiency judgment was waivedpursuant to number fourteen (14) of the attached Foreclosure Petition. Accordingly, CMS hasupdated the credit reporting of this loan to remove the current balance of $116,754 and the pastdue amount of $58,900.Attached for your ease of reference is a copy of the Automated Universal Data form ("AUD")that has been submitted to the major credit reporting agencies to reflect such changes. It isimportant to note that while CMS has submitted the AUD to the appropriate credit reportingagencies, it may take the credit agencies up to thirty (30) days tor the changes to retlect withinyour credit profile. CMS has confirmed that all other loan and payment information that hasbeen reported to the credit reporting agencies is accurate.In response to your claim that CMS was unable to provide you with the name of the note holderof your loan prior to the foreclosure sale, please be advised that CMS is unable to locate suchrequest from you. Nevertheless, our records indicate the investor/note holder of your loan was:[redacted], NA. The investor is located at: [redacted], witha phone number of [redacted]. The investor/note holder may be contacted through CMS at[redacted] or by telephone at [redacted].Finally, in response to your concern that CMS may have secured LPT for your loan, please beadvised that you no longer owe the mortgage debt nor do you own the property as outlinedabove. While CMS may have purchased insurance for the property, you are not responsible forthe expense of the insurance as you no longer owe the mortgage debt. CMS has confmned thatdue to a clerical error in updating a code on the loan, the LPI notice was sent to you in error.CMS would like to take this opportunity to sincerely apologize for any inconvenience that youmay have experienced due to receiving the LPI notice in error and for any inconvenience thatmay have been caused by reporting a current balance and a past due amount. CMS would alsolike to thank you for bringing this matter to its attention and for affording CMS the opportunityto make the appropriate credit corrections.Based on the foregoing, we believe the record is clear that upon discovering the inadvertentclerical errors outlined in your correspondence, CMS has promptly and properly taken theappropriate measures to address and resolve your concerns. Should you wish to further discussany aspect of your satisfied loan, we encourage you to contact our Customer Service Departmentat [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely,[redacted]Customer Advocate

May 9, 2017     Original response sent via regular mail   [redacted]   RE:      Loan...

No.:                    [redacted]                         File No.:                      [redacted]                         Borrower:                    [redacted] P. [redacted]                         Co-borrower:               [redacted]                         Property Address:       [redacted]   Dear Mr. & Mrs. [redacted]:                                         ...⇄ The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 19, 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 your inquiry.   As we understand your complaint, you allege that you paid your loan in full on March 21, 2017 and contacted CMS to confirm that your loan balance had been satisfied. You further state that, notwithstanding the loan being paid in full, CMS debited your bank account on three (3) separate occasions with the most recent withdrawal occurring on April 17, 2017 for half of the monthly mortgage payment. As a result, your desired resolution is for CMS to immediately refund all of the funds debited from your bank account after your loan was paid in full and to compensate you for the overdraft fees you have incurred from your bank.   At the outset, please accept this correspondence as confirmation that CMS did in fact receive payoff funds in the amount of $60,087.08 on March 20, 2017 and applied the funds to your loan that same day which paid the loan in full. Shortly thereafter, on April 4, 2017, CMS received funds in the amount of $1,019.76 via a wire transfer from your prior servicer, CitiMortgage, Inc., which were immediately applied to your escrow account. It is important to understand that at the time the funds were received, the loan was already paid in full and that is the reason why CMS applied the funds in the amount of $1,019.76 to your escrow account which increased your escrow balance from $1,889.21 to $2,908.97. That same day, on April 4, 2017, CMS reviewed your escrow account and sent you an escrow account refund check in the amount of $2,908.97 via United States Postal Service. With regard to your allegation that CMS debited your bank account on three (3) separate occasions with the most recent withdrawal occurring on April 17, 2017 for half of the monthly mortgage payment, we are unable to find any evidence on our end to substantiate your claim. More specifically, our records confirm that your account was never enrolled in our auto draft payment option or that CMS debited any of your mortgage payments from your bank.   As you may recall, on April 19, 2017, I personally called you in response to an email we received from you directed to our Customer Advocate inbox at [email protected]. During that phone conversation, and in your email correspondence, you expressed the exact same concerns that you have raised in your current inquiry. Accordingly, I proceeded to advise you that your loan was paid in full on March 20, 2017 and that our office had received funds in the amount of $1,019.76 on April 4, 2017 which had been returned to you in the escrow refund check we processed and sent to your attention that same day. Furthermore, I also advised you that our records did not indicate that your account was ever enrolled in our auto draft payment option or that CMS had debited any of your mortgage payments directly from your bank. Lastly, I encouraged you to contact your bank to have them identify the company debiting your bank account. Once you had that information from your bank, I asked you to provide whatever evidence you had gathered that would identify CMS as the responsible party debiting your bank account. You acknowledged my explanation and indicated you would contact your bank and obtain that information.   As of the date of this correspondence, we have not received any evidence or information from you that confirms that CMS was in fact debiting your bank account as you allege. Consequently, we again encourage you to contact your bank to have them identify the company debiting your bank account and, once you have that information from your bank, send whatever evidence you gather directly to my attention via facsimile to (949) 666-5802. For your reference and review, attached hereto as Exhibit “A” please find a payment history along with the transaction codes and definitions confirming that your loan was paid in full on March 20, 2017 and that our office processed your escrow refund check on April 4, 2017.   Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Contrary to your allegations of wrongdoing, our records are clear that CMS properly and promptly applied your payoff funds to your loan, refunded your total escrow account balance, and confirmed that your account was never enrolled in our auto draft payment option or that CMS debited any of your mortgage payments from your bank account. Rest assured that CMS strives to resolve all customer requests as timely as possible and that the concerns you have raised in your inquiry have been thoroughly investigated. Nevertheless, if your records are different than ours, we kindly ask that you provide that information to our office as soon as possible so we can further research your claim.   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 (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.      Sincerely,       [redacted] J. [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567.  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.   TEXAS: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN,TEXAS 78705.  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-877-276-5550.

September 17, 2015
[redacted]
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

Dear Ms. [redacted]:
The...

Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 11, 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 the complaint, you state that after you received notification that your insurance for the above referenced property was renewed, you contacted your insurance carrier and requested that Evidence of Insurance (“EOI”) be provided to CMS which was initially sent to CMS in June 2015. After you received a second notice from CMS requesting you to provide EOI, you had your insurance carrier provide you with a copy of the EOI that your insurance carrier previously sent to CMS. You state that CMS then purchased Lender Placed Flood Insurance (“LPFI”) even though you provided CMS with the information CMS had requested on the second page of the EOI. You are dissatisfied that CMS was unable to assist you in resolving your concerns with the LPFI.
At 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 the April 1, 2015 mortgage payment.
After receiving your complaint, CMS has completed a thorough review of our records and is able to confirm that CMS was in receipt of your EOI for the above referenced subject property as early as June 2015. CMS is able to confirm that due to an inadvertent clerical error, CMS failed to identify that the EOI that was provided to CMS contained supplemental pages which outlined all unit numbers including the unit number for the subject property. Due to the unintentional clerical oversight, CMS purchased LPFI for the property.
CMS sincerely apologizes for any inconvenience you may have experienced due to the inadvertent clerical error and genuinely thanks you for bringing this matter to its attention and for allowing CMS the opportunity to resolve the issue.
Please be advised that CMS has completely refunded all LPFI that was purchased for the subject property in error. Attached you will find a copy of your new escrow analysis which was completed on September 17, 2015. This escrow analysis projects the total annual escrow disbursements for the loan to be in the amount of $1,469.42, which includes property taxes in the amount of $845.18 and the FHA Mortgage Insurance Premium (“MIP”) in the amount of $624.24.
Because CMS has removed and fully refunded all LPFI from your loan, the escrow analysis resulted in a decrease to your monthly mortgage payment from $1,032.21 to $916.30 effective with the October 1, 2015 mortgage payment, which is now less than the amount of your mortgage payment of $922.95 that was in place prior to the purchase of the LPFI that has now been refunded. As of the date of this letter, your loan remains contractually current and due for the October 1, 2015 mortgage payment in the amount of $916.30. Should you wish to further discuss any aspect of your loan, we encourage you to contact our Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
[redacted]
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.  I request that this complaint be noted on  Carrington mortgages' file so that potential customers are aware of their inadequacy and poor customer service if they chose to do business with them.
Regards,
[redacted]

Dear Mr. [redacted] 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 abovereferenced loan received in our office via email on December 21, 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 filed an insurance claim after experiencing a claimable loss to the property. You express dissatisfaction with the way that CMS has monitored the property repairs. You claim that CMS has refused to release the remaining portion of the insurance claim funds and has requested additional information from you to verify that the appropriate repairs have been completed. By requesting information that CMS did not initially request from you, you feel that CMS has suggested that you have been deceptive or dishonest in regard to the repair process. You are requesting CMS to immediately disburse the remaining insurance claim proceeds to you so that you can pay for the completed repairs.At the outset, please note that the servicing of your Federal Housing Administration ("FHA") insured loan was transferred from Bank of America N.A. (“BANA) to CMS on April 2, 2015. On April 6, 2015, CMS issued a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer your loan was contractually current and showing due for the April 1, 2015 mortgage payment.A review of our records shows that on July 20, 2015, CMS received an insurance claim check from you in the amount of $4,623.00. Because the insurance claim funds were less than $10,000.00 and your loan was contractually current (not modified in the previous six months), CMS promptly endorsed that claim check and returned it to you along with the attached letter that same day. For your ease of reference, below is a summary of CMS loss draft policy for claim amounts under S10,000.00.Loss Draft Under S10,000:If the claim amount is $10,000 or less, the borrower is instructed to forward the claim check to CMS, along with:P A copy of all insurance adjustors' reports ' A copy of the contractor's estimate/contract for repairs, if available Release of the check is dependent on the status of the loan, as follows:If the loan is current and has not been modified in the last six months; or the loan was modified within the last six months and the claim is $3,500.00 or less, the check is endorsed and released to the borrower. " If the loan is more than thirty days delinquent; or if the loan was modified in the last six months and the claim is over $3,500.00 CMS will monitor the claim and repair process.On or about September 29, 2015, CMS received a new insurance claim check from you in the amount of $3,384.55 which brought the total amount of insurance claim funds at that time to $8,007.55 ($4,623.00 plus $3,384.55 equals $8,007.55). Because the insurance claim funds were still less than $10,000.00 and your loan remained contractually current (not modified in the previous six months), CMS promptly endorsed the claim check and returned it to you along with the attached letter that same day.On or about June 23, 2016, CMS received an unendorsed insurance claim check from you in the amount of $21,170.26 which brought the total amount of insurance claim funds at that time to $29,177.81 ($8007.55 plus $21,170.26 equals $29,177.81). Because the total claim proceeds exceeded an amount of $10,000.00, CMS was now required to monitor the insurance claim repair process. That same day, CMS issued the attached letter to you notifying you of CMS's Loss Draft policy for claim amounts exceeding $10,000.00. The June 23, 2016 letter notified you that in order for CMS to process the insurance claim check, the following conditions must besatisfied.The claim check must be endorsed by all parties listed on the check(s);CMS must receive a copy of all insurance adjustors' estimate reports and photographs;O CMS must receive a copy of a licensed contractor's bid/estimate and or signed contract;CMS must receive a signed and dated Affidavit of Loss Draft Claim (attached);O CMS must receive a copy of all applicable permits; andCMS must receive a copy of your contractor's license if you planned on restoring theproperty yourself;The letter went on to explain that once CMS received the above information, CMS would release the insurance claim proceeds in one-third increments and that the second and third increments would be released at intervals of 50% and 100% completion of repairs with property inspections being completed to verify the percentage of completion.Please be advised that this process is in place for all loans that have received insurance claim funds greater than $10,000.00. CMS sincerely apologizes if you are dissatisfied that additional1600 South Douglass Road, Suites 110 & 200-A, Anaheim, CA 928.06 Mailing Address: P.O. Box3489, Anaheim, CA 92803¦? YD Phone: (866) 874-5017 Fax: (949) 861-9015 information was required from you once the claim amount exceeded $10,000.00. That said, we respectfully submit that monitoring insurance claim disbursements above a certain value and requiring that certain supporting documentation be submitted is a reasonable practice to protect the noteholder's interest in the collateral securing repayment of the loan.Because the recently received claim check was not endorsed by you, CMS returned the claim check to you on June 24, 2016 along with the attached letter. As you may recall, CMS notified you that in order to proceed with the insurance claim process it would be necessary that you endorse the insurance claim proceeds and return the endorsed claim check to CMS. As of July 15, 2016, CMS was not yet in receipt of the endorsed claim check. That day, CMS spoke with you and provided you with detailed information relating to CMS's repair monitoring process.On August 16, 2016, CMS received the endorsed claim check, a signed and dated Affidavit of Loss Draft Claim, a copy of the insurance adjustors estimate report, and a letter notifying CMS that you would be acting as a general contractor for the repairs to the subject property. As required, CMS placed the insurance claim proceeds in a restricted escrow account set aside to hold funds specifically intended to repair the property. On August 22, 2016, CMS released an additional S1,718.39 to you which brought the total amount of funds disbursed to you to $9,725.39. These funds represented the remaining funds required to equal a sum disbursement equal to one-third of the total claim proceeds ($29,177.81 divided by 3 equals $9,725.39). The attached letter was issued to you along with the claim check in the amount of $1,718.39.On August 26, 2016, you contacted CMS explaining that the last disbursement you received of $1,718.39 was not enough to start the repairs to the property. You explained that the previous claim checks were used to repair the furnace and water tank and that the most recent claim check was intended for repairs to the dwelling. In an effort to assist you, the CMS representative encouraged you to submit a letter to CMS explaining the reasons you needed more than the customary one-third disbursement along with copies of receipts for the repairs to the furnace and water tank. It was explained that once CMS received the required information, the request would be reviewed with CMS management and a determination would be made at that time.On September 15, 2016, CMS received your request for additional claim proceeds to be disbursed to you and your request was submitted to CMS management for approval. On September 16, 2016, CMS management approved an additional disbursement in the amount of $8,000.00 which was sent to you that day along with the attached letter. After the disbursement of these funds, the total amount of funds CMS disbursed to you was $17,725.94. To be clear, these funds were disbursed to you as an exception to CMS’s policy to require a property inspection showing that 50% of the needed repairs were completed.On or about November 2, 2016, CMS received a copy of your insurance estimate along with a request for a property inspection. That day, CMS attempted to contact you via telephone at (708) 223-8085 to provide you with information as to how to go about requesting a property inspection. Because CMS received no answer from you, a message was left requesting you to contact CMS and/or its loss draft vendor at your earliest convenience. On November 7, 2016,1600 South Douglass Road, Suites 110 & 200-A, Anaheim, CA 92806 Mailing Address: P.O. Box3489, Anaheim, CA 92803 Phone: (866)874-5017 Fax: (949) 861-9015 you returned CMS's call and a property inspection order was placed at that time. Please be advised that the average turn-around time for the property inspector to contact a borrower is five business days. Our records show that the property inspection was scheduled for November 21, 2016. On November 23, 2016, CMS received the results of the property inspection showing that the repairs were 95% completed. Accordingly, CMS began taking the necessary actions required to finalize the insurance claim process.On December 7, 2016, CMS contacted your insurance company and was notified that the total replacement cost value for the claim was in the amount of $52,674.89 which was not in-line with the amount outlined within the insurance adjustors' estimate. The CMS representative explained that it would be necessary for the insurance adjustors' estimate to be updated to reflect the actual amount of claim funds. Before the call ended, your insurance agent notified CMS that claim proceeds in the amount of $7,171.83 were paid to you directly which CMS was unaware of Your insurance agent also confirmed that additional claim proceeds of $7,16734 and $4,387.50 were also disbursed; however, CMS was not informed as to who these claim checks were disbursed to. In light of this information, CMS respectfully submits that it was reasonable for CMS to hold off on disbursing the final draft until CMS was in receipt of information outlining details of all claim disbursements.On December 9, 2016, CMS spoke with you and notified you that CMS was in the process of gathering additional information from your insurance agent in order to clarify the total amount of claim proceeds that were disbursed in connection with your insurance claim. It was explained that CMS would need that information in order to issue the final claim proceeds from the restricted escrow account. Upon being made aware of this information, you expressed dissatisfaction with the way CMS has monitored the repair process.On December 13, 2016, CMS spoke with your insurance company in an effort to secure all required information including an updated insurance adjustor's report accounting for all insurance claim funds that were disbursed in connection with the insurance claim. CMS was notified that the total estimate was for an amount of $68,957.80 which included amounts for personal property and for repair of the property. Your insurance agent agreed to provide CMS with an accounting of the disbursements which was needed in order to finalize the insurance claim process.On December 20, 2016, CMS spoke with you and notified you that CMS received all requested information and because the repairs were 95% completed, CMS would be issuing the final insurance claim proceeds to you. On December 29, 2016, CMS disbursed the remaining $11,451.87 to you via Federal Express tracking number 7780-6317-6590 along with the attached letter. Our records show that the package was delivered to you on December 30, 2016. After the disbursement of these funds, your restricted escrow account balance was $0.00.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.1600 South Douglass Road, Suites 110 & 200-A, Anaheim, CA 92.806 Mailing Address: P.O. Box 3489, Anaheim, CA 92803 Phone: (866) 874-5017 Fax: (949) 861-9015 Based on the foregoing, we believe the record is clear that CMS has properly managed and monitored the repair process. While CMS would have preferred to have issued the remaining insurance claim proceeds to you sooner, the delay experienced is due to CMS being provided with incomplete information as it relates to the total amount of the insurance adjustors' estimate and the amounts of all claim disbursements. CMS respectfully submits that the remaining claim proceeds were disbursed shortly after CMS received the complete insurance adjustors' estimate and information outlining all of the claim disbursements. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS's Customer Service Department at (866) 561-4567 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 (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.Sincerely, ???/??????-[redacted]Customer AdvocateCC: Revdex.comIMPORTANT DISCLOSURES-INQUIRIES & COMPLAINTSFor 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://carrington ms.com/.-IMPORTANT BANKRUPTCY NOTICEIf 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 REPORTINGWe 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.1600 South Douglass Road, Suites 110 & 200-A, Anaheim, CA 92806 Mailing Address: P.O. Box 3489, Anaheim, CA 92803Y Phone: (866) 874-5017 | Fax: (949) 861-9015 -MINIMIRANDAThis 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 COUNSELORINFORMATIONIf 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 NOTICEThe 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 DISCLOSUREMILITARY 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 REQUESTSYou 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 928.03.1600 South Douglass Road, Suites 110 & 200-A, Anaheim, CA 92806 Mailing Address: P.O. Box3489, Anaheim, CA 92803Y ????? Phone: (866)874-5017 Fax: (949) 861-9015

September 26, 2017       [redacted]
[redacted]
[redacted]  [redacted]    
[redacted]      [redacted]         ...

[redacted]   
                    [redacted]                 [redacted]
[redacted]    [redacted]  [redacted]
              Dear [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 6, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you claim that CMS is not accurately reporting the loan information to the credit bureaus.  You claim that you filed a Chapter 7 bankruptcy on April 17, 2017, and that you also filed a reaffirmation for this loan prior to the bankruptcy discharge entered on August 1, 2017.  Your desired resolution is to have CMS correct the credit reporting of this loan. Upon review, our records show that you filed for Chapter 7 bankruptcy protection on April 16, 2017, case number 17-52358.  We could not find any evidence to support your claim that a reaffirmation was filed prior to the discharge of August 1, 2017. Nevertheless, if you believe you have evidence to show that a reaffirmation was filed prior to the discharge of this debt, we invite you to provide whatever evidence you may have, so that we can review further and make any applicable changes to the loan record. In the absence of any such evidence, we believe the record is clear that a reaffirmation was not filed prior to the discharge of this debt.   The records further show that you received a discharge of this debt on August 1, 2017.  As a reaffirmation was not filed by you prior to obtaining the discharge, you are no longer personally liable to repay the discharged debt.    Accordingly, this letter is for information purposes only and is not an attempt to collect a debt.  That said, the bankruptcy discharge did not extinguish the mortgage lien against the property, which remains in place and enforceable in accordance with its terms.   In light of the above, we have determined that the information reported to the major credit bureaus properly reflects the loan status and information.  We are, therefore, unable to make the requested changes to the reported information.  It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regards to the current loan status, payment history and loan information.    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 (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate   CC:  Revdex.com       IMPORTANT DISCLOSURES     -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-4567 between 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, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.O. Box 5001, Westfield, IN  46074.  Please include your loan number on all pages of the correspondence.  You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time. You may also visit our website at https://carringtonms.com/.

February 13, 2018   ORIGINAL response SENT VIA regular mail     [redacted] Drive [redacted], ** [redacted]   RE:      Loan No.:                   [redacted]             Case No.:                   [redacted]                         Borrower:                  [redacted]                         Property Address:    [redacted], ** [redacted]                         Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on January 30, 2018. 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.   At the outset, you should know that our Customer Advocate Department received your initial inquiries from the Revdex.com and from the Consumer Financial Protection Bureau (“CFPB”) on December 27, 2017 which raise the exact same issues as the current inquiry. Accordingly, our Customer Advocate Department researched the loan and responses were sent to the Revdex.com on January 17, 2018 and to the CFPB on January 24, 2018. For your reference and review, attached hereto as Exhibit “1” please find copies of the responses issued to the above referenced agencies. Please be advised that we will not respond to the same issues CMS has already addressed in detail in its previous responses; however, we will respond to all new issues raised to the fullest extent possible.   As of the date of this letter, our records confirm that CMS issued you a refund check on January 19, 2018 in the amount of $40.00 and sent it to you via the United States Postal Service for the property inspections assessed to the account on August 24, 2016 and September 1, 2017 in the amount of $20.00 each (which you satisfied on December 30, 2016 and on October 31, 2017, respectively). With regard to the application of the mortgage payments, the loan payment history indicates that all payments have been correctly applied to the account. For your reference and review, attached hereto as Exhibit “2” please find a loan payment history and account balances along with the transaction codes and definitions.   With regard to the interest charges that have been collected on the loan, it is important that you understand that the interest on this Federal Housing Administration (“FHA”) insured loan is paid in arrears and on a monthly basis. As it pertains to your concern that CMS collected the correct amount of interest after having reapplied the payments to the loan, please accept this correspondence as confirmation that we have escalated your inquiry to our Cashiering Department and we will notify you of our findings as soon as possible.    We trust that this communication addresses all of the concerns noted in the rebuttal. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] J. [redacted] Customer Advocate   CC:      Revdex.com   Important Disclosures   -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-4567 between 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, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.O. Box 5001, Westfield, IN  46074.  Please include your loan number on all pages of the correspondence.   You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time. You may also visit our website at https://carringtonms.com/.

June 22, 2016     [redacted]   [redacted]  [redacted]                 RE:      Case No:                     [redacted] Loan No.:                    [redacted] Property Address:       **   [redacted], [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 June 13, 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 state that the prior servicer completed an escrow analysis on your loan for 2016 prior to the service transfer, and allege that CMS is bound to the terms of that escrow analysis for the period of one year.  In addition, you indicate that it is your belief that there is no risk in eliminating your escrow account on your loan due to the current loan-to-value and your good payment history.  Therefore, you request that CMS eliminate the escrow account requirement on your loan.       We regret that you were dissatisfied with our response to your complaint.  CMS is committed to the highest standards of customer satisfaction and professionalism, and for this reason, we take all legitimate complaints regarding the conduct of our business very seriously.  Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately.    Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response and address any outstanding concerns in this matter.    As stated in our previous response, the escrow analysis that was completed on March 18, 2016 on your loan, was part of the post service transfer activities as required by the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d).  As such, the payment amount of $1,681.39 is your required monthly payment amount on your loan beginning May 1, 2016 until the next scheduled escrow analysis.  Please note that the next escrow analysis will be completed on or about June 24, 2016, as part of the regularly scheduled annual analysis cycle for loans secured by properties located in the State of Virginia.  Accordingly, an Annual Escrow Account Disclosure Statement (“AEADS”) will be forthcoming by separate mail.   Upon further review, the records show that your prior servicer had completed an escrow analysis on January 29, 2016.  Attached for your ease of reference is a copy of this analysis.  Please note that this analysis projected escrow activity beginning February 2016 and ending February 2017. More specifically, the projected yearly county taxes would be $1,732.04, and your yearly homeowners insurance premium would be $866.02.  Correspondingly, the total disbursements for the escrow cycle beginning February 2016 and ending February 2017 were calculated to be $3,135.04. The total projected escrow advances divided by twelve (12) equals $261.25 per month and represented the required escrow payment beginning March 1, 2016.  It is important to note that the total escrow disbursements, and required monthly escrow payment match exactly with the amounts shown on CMS’s escrow analysis dated March 18, 2016.   Additionally, the escrow analysis completed by the prior servicer indicates that your projected low point balance was $566.28 for July 2016, and that the required low point balance was $522.50 (1/6th cushion).  Once again, please note that your prior servicer used the same 1/6th escrow cushion as CMS.  The difference between the projected low point balance and the required low point balance resulted in an escrow surplus of $43.78.  The escrow surplus of $43.78 was spread over twelve months to reduce your monthly payment.  Below for your ease of reference is a summary of the total payment amount as shown on this analysis beginning March 1, 2016.   Principal and Interest Payment                       $1,411.22 Escrow Payment                                             $   261.25 Escrow Shortage                                            $     -3.64 Total:                                                               $1,668.83   That said, please note that the scheduled payment change mentioned above, was not completed on your loan by the prior servicer due to the service transfer to CMS on February 2, 2016.  As such, you continued to make your payments in the amount of $1,597.03 for February 1, 2016 and March 1, 2016 respectively.   As mentioned in our previous response, it is important to note that your previous payment in the amount of $1,597.03 included a principal and interest payment in the amount of $1,411.22 and an escrow payment in the amount of $185.81.  Based on the projected escrow advances of $3,135.04 and the required cushion for the escrow account, your prior escrow payment would be insufficient and would have resulted in an escrow shortage.  Attached for your ease of reference is a payment history that shows your payment and escrow transactions from May 1, 2014 to June 2, 2016.   Below, for your ease of reference is a summary of how the escrow analysis completed by CMS on March 18, 2016 resulted in a shortage of $107.10.      Nevertheless, CMS has reviewed your request to have the escrow account requirement on your loan removed, and I am pleased to inform you that your request has been approved.  The CMS Escrow Department is currently processing this change on your loan and a letter was sent to you confirming this change of June 21, 2016.  Attached for your ease of reference is a copy of this letter.      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 https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.     -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

August 7, 2015
 
 
[redacted]
 
            RE:      Case No:        ...

            [redacted]
Loan No.:                    [redacted]
Property Address:       [redacted]
 
Dear Mr. and Mrs. [redacted]:
 
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 16, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand your complaint, you claim that CMS increased your monthly payment due to an escrow cushion that you do not agree with.  You go on to say that you spoke to CMS about your concerns and also requested the cushion be removed; however, your request was declined.  Lastly, you indicate that this increase is causing you a financial hardship.
 
At the outset, please note that the servicing of this Federal Housing Administration (“[redacted]”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on or about April 2, 2015.  At the time of the service transfer your loan was contractually due for the April 1, 2015 payment.  While CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition.  This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date. 
 
Upon review, our records show that the payment change effective with the August 1, 2015 payment was a result of a recent Escrow Analysis that was completed on May 27, 2015.  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 August 1, 2015 and ending July 31, 2016. More specifically, the AEADS projected that your yearly county taxes would be $2,723.36, your yearly homeowners insurance premium would be $451.00, and your [redacted] insurance premium would be $2,504.28. Correspondingly, your total disbursements for your escrow cycle beginning August 1, 2015 and ending July 31, 2016 were calculated to be $5,678.64. The total projected escrow advances divided by twelve (12) equals $473.22 per month and represents the required escrow payment beginning August 1, 2015. 
 
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 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].
 
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 August 1, 2015 and ending July 31, 2016. The total escrow cushion that CMS may collect is $529.06.  It is important to note that the 1/6th calculation does not include any [redacted] insurance portion for this purpose.
 
Please also refer to the next section of the AEADS, below the Projected Escrow Activity from August 1, 2015 through June 31, 2016 and note the projected low point balance of -$481.10 for March 2016.  Looking at the next column for the same date under “Required”, please note that the low point balance should be $529.06 (1/6th cushion).  As such, CMS is collecting the              -$481.10 shortage and the $529.06 required low point balance, which added together, equals $1,010.16.  This escrow shortage is being collected over a twelve (12) month period starting with your August 1, 2015 payment in the amount of $84.18.  The following is a summary of the total payment amount beginning July 1, 2015.
 
Principal and Interest Payment           $1,132.86
Escrow Payment                                 $   473.22
Escrow Shortage                                $     84.18
Total:                                                   $1,690.26
 
Your previous payment in the amount of $1,581.39 included a principal and interest payment in the amount of $1,132.86 and an escrow payment in the amount of $448.53.  Based on the current projected escrow advances of $5,678.64 and the required 1/6th cushion for the escrow account, your prior escrow payment would be insufficient and would result in an escrow shortage.
 
Based on the foregoing, we conclude that the annual escrow analysis and payment adjustment were completed in accordance with the established loan servicing policy and procedure for this [redacted] insured loan.  It is important to note that the annual escrow analysis is required by law, and payment adjustments may be required from time to time to ensure proper accounting of escrow funds and also to insure sufficient funds for projected advances for the payment of taxes and insurance.  Nevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction, on July 21, 2015 CMS agreed to spread the escrow shortage of $1,005.83 over twenty-four (24) months which reduced your payment from $1,690.26 to $1,643.65 beginning August 1, 2015.  Attached is a copy of the updated AEADS for your ease of reference.  Please note that the total disbursements for your escrow cycle beginning August 1, 2015 and ending July 31, 2016 changed from $5,678.64 to $5,626.68 due to a reduction in your [redacted] insurance premium from $2,504.28 to 2,452.32.  This change also affected the escrow shortage amount resulting in a reduction from $1,010.16 to $1,005.83. The total projected escrow advances of $5,626.68 divided by twelve (12) equals $468.89 per month and represents the required escrow payment beginning August 1, 2015.  The following is a summary of the total payment amount beginning August 1, 2015.
 
Principal and Interest Payment $1,132.86
Escrow Payment                                    $   468.89
Escrow Shortage                       $     41.90 
Total:                                          $1,643.65
 
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
 
 
Sincerely,
 
 
[redacted]
Customer Advocate
 
 
CC:  Revdex.com
 
 
           
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [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 (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
 
Texas:
Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted].  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Problem: On 20 May 2016, Carrington mortgage send a reply to a previous complain ID#[redacted], in which they address all the issues that I was having with them and reported a solution to fix the problem. First of all, they did not received payments for the months of April and May 2016 due to CMS returning the checks each month they were sent. Second they stated that they had adjusted payments to reflect credit for all the months except those two months for which I sent payment of $ 1570.00 on 2 June 2016 to cover the payments for April, May and June. Furthermore, they claimed that as a solely commitment to higher standards of customer satisfaction and not as an admission of fault CMS agreed to waive all of the foreclosure attorney's fees and costs, property inspection fees and late charges and bring account up to date. As of 1 July 2016, I have received a statement of payment by CMS in which they are charging me for foreclosure attorney's fees and costs, property inspection fees and late fees. Which would have not happened, had any of their representatives had taken some time to render a little of customer service and review my complain when I kept insisting that money was being withdrawn out of my bank account, rather than patronize me and dismiss my concerns in contrary to the way the last representative that assisted me when we finally figured out the problem with the charges going out of my account. Carrington Mortgage Company has not done what they said they would do when they submitted their response with Revdex.com to me.Desired Outcome: I would like the company to pay off the mortgage account as a result of the pain and suffering inflicted to me for over a year of their torturous costumer service or immediately correct their discrepancies on all their statements on the account and stand behind their word to make the corrections that they had already committed to do.
Regards,
[redacted]