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.
Regards,
[redacted]
Dear Mrs. [redacted], This message is in regards to my complaint submitted on 04/27/2016. First let me say that the Revdex.com is the only consumer protection group that has done anything about the problems with mortgage fraud. I am sending this response by e-mail and all my attachments will be mailed. This is holiday weekend and I wanted to make sure you received this response within 7 calendar days. I received a letter from CMS 2 wks ago saying they contacted the Revdex.com but your last email didn't reflect that. I contacted the ca. Revdex.com about [redacted] in 2011 but they was informed by a Mr. [redacted] that they serviced meritplan for [redacted]. The servicing of this mortgage was transferred to CMS in Aug. 2014 because of [redacted] failure to keep records or documents. I just received  court documents from the bankrupsy court in [redacted] showing my mortgage was current and I had home owners insurance. How cam CMS say what I owe on mortgage when [redacted] wasn't keeping records per DOJ and HUD settlement. I am requesting any document with my signature and ss# from CMS and I will go away. Don't send me the fabricated one that I received in 2012 because I have the original. I will be forward by mail all of the supporting documentation by mail. Also I have a document that was sent to the [redacted] county clerks office showing Carrington as the subservicer for [redacted]. Now this document is certified to be the truth. The foreclosure letters that were sent in to foreclose came from a post office in San Diego. [redacted] denies foreclosing. This mortgage was purchased by GNMA(HUD) in August of 2009 for 211,370 dollars.  I owed less than 205,000 at the time. I also had mortgage insurance. I will be forwarding my documentation to OIG of HUD. You need to tell who ever changed this loan committed a felony in the state of **. By the way the deed to secure debt was assigned to CMS in Oct. 2014 after foreclosure which is another felony. My attorney read my note and security deed and said it doesn't say [redacted] could keep the money.  Gnma rules says it has to be applied the next month after it was received. Attachments are being sent US Maill today

July 13,2015[redacted]F/K/A [redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Complaint I.D. No.: [redacted]Dear Mr. and Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on June 29, 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 youvia the Revdex.com on June 3, 2015 which raises the same issues as this complaint. Accordingly, theloan was researched and a response was sent to you by CMS with a copy to the Revdex.com on June 29,2015, a copy of which is included here for your ease of reference.Please note that while the June 29, 2015 complaint response has provided you thirty-two pagesof supporting loan documents, CMS is not attaching another copy of the pertinent documents inan effort to avoid unnecessary duplication of efforts.After a thorough review of your most recent correspondence, CMS is unable to identify any newissues that have not been previously addressed in detail by CMS as your most correspondenceappears to be substantially similar, or even identical to correspondence previously addressed byCMS; accordingly, no further response from CMS is required.Moreover, because we have now addressed these issues on multiple occasions, CMS will notrespond to future correspondence raising substantially the same or identical claims.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 CC: Revdex.com

June 26, 2017     ORIGINAL RESPONSE SENT VIA REGULAR MAIL  [redacted]      [redacted]...

                   [redacted]             [redacted]                      [redacted]
                        [redacted]       [redacted]   Dear Mr. [redacted]   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on June 7, 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.   Thank you for expressing your concerns regarding recent increases to the fees we charge for certain payment options. CMS strives to accommodate the needs of its customers, and we pride ourselves on our commitment to the highest standards of customer service. That being said, CMS does incur personnel and technology-related costs to make certain payment avenues available to customers. The recent fee adjustment outlined in your complaint represents our attempt to more accurately approximate a reasonable fee for the bona fide services provided. Moreover, we note that the fees at issue are permitted by law and are comparable to fees charged by other companies in the mortgage servicing industry.    Finally, we would like to point out that CMS continues to make multiple payment options available to you at no cost including AutoPay, payment online through your banking institution, or payment by check. Thus, while we understand you would prefer that the fees not be increased, we believe the increase is reasonable and fair under the circumstances. Please be advised that you may access CMS’s publicly available website at https://carringtonms.com for a comprehensive list of the available payment delivery options and addresses to send mortgage payments to CMS.   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.     In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, P.O. Box 5001, Westfield, IN 46074 or fax your correspondence to (800) 486-5134.   We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 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/.

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.
I finally have the information I requested thanks to the Revdex.com.  HOWEVER.  CMS asks why I stated that incorrect information was provided to me.  BECAUSE it was!  Their so called "clerical error" caused me to spend approx. 2hours on the phone to verify if CMS was actually the holder of my mortgage in DEC.  The DUE DATES on the notice were NOT VALID in the first letter.  How does a company make a "clerical error" like this?  CMS is trying to dismiss my claim that false information was provided to me and that IS NOT accurate.  FALSE information was provided to me by CMS.  They should sit down sometime and read the review on the Revdex.com site.  They could learn to treat customers a lot better.  And I find it ironic that they can provide me with the escrow information ONLY after I file a complaint with the Revdex.com.  They state I was to fax the request to them.  I DID TWICE.  I called to follow UP TWICE and was told to refax!!  where is that in the response from CMS?  NOWHERE!!  In closing I stand FIRM in the fact that CMS provided me with false information in regards to the [redacted] buyout of my loan.  They provided a false customer service number, a false website, false payment due dates, and false transfer dates for the mortgage.  CMS is a joke and I recommend NO ONE ever use them.  Read your reviews on the Revdex.com site I have NO CLUE how they have an A+ rating. 
Regards,
[redacted]

September 8, 2015
 
 
[redacted]
 
 
RE:      Complaint No.:           [redacted]
Loan No.:                    [redacted]
                        Property Address:       [redacted]1
 
 
Dear Mr. and Mrs. [redacted]:
 
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com received in our office via email on August 26, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your rebuttal.
 
 
We regret that you were dissatisfied with our response to your complaint.  CMS is committed to the highest standards of customer satisfaction and professionalism.  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.  In response to the first item on your rebuttal, it is important to note that the escrow advance amounts used on the Annual Escrow Account Disclosure Statement (“AEADS”) are projected amounts and are based on the amount that was previously paid.  Accordingly, the county tax bill previously paid on your loan was in the amount of $1,297.94 and paid on June 11, 2015.  It is important to note that, the CMS Tax Department verified this amount due with the tax collector on June 5, 2015 before processing the payment.  As such, this same procedure will be followed by the CMS Tax Department prior to processing the next scheduled payment in January 2016 to insure accurate payment amount. 
In response to the second item referenced in your rebuttal with regards to the “required” escrow balance, this amount is the amount shown on the anticipated balance column plus the escrow shortage of $397.65.  As indicated on our previous correspondence dated August 14, 2015, the calculated shortage of $397.65 is the difference between the anticipated low point balance of $177.49, and the required low point balance of $575.14 for January 2016.  For your ease of reference attached is a copy of our previous correspondence that includes a copy of the AEADS August 14, 2015.  We encourage you to review the following website that can help clarify some of your questions on this topic, [redacted].
 
In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint.  You may contact CMS regarding the administration of this loan and may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time.
In addition, you can also send written correspondence including inquiries and complaints about his mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax his correspondence to [redacted].
 
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
 
Sincerely,
 
 
 
[redacted]
 
 
CC:      Revdex.com
  
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://[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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
There is no documentation from my bank stating there was an issue with my account or routing number. Every month you have sent this same letter and each month I got it I have called [redacted], I even had a [redacted]eral agent call Carrington 3 way (with Candy) confirming this.  I should not of had to do this, one time should have been enough!! In my prior complaint. I even had [redacted] write a letter for me confirming my information has never changed and that there was NEVER an issue with my mortgage payment to Carrington!! MY BANK IS BACKING ME UP COMPLETELY!! You are not providing ANY PROOF they contacted you stating my payment info was wrong.  If it was, it would not have been paid!!! It was paid each time but I still continued to get a letter even after I had a [redacted] rep call and confirm this was the case which I had to do since I kept getting a block each month.  Even after this call, I continued each month to get a block.  There are several people on [redacted] and Revdex.com that complain of this same payment blocking issue!  I did in fact contact my bank and each time they stated it was an issue on Carrington's part.  Each time, I called Carrington to tell them I contacted my bank and my payment information was correct and PAID with no issues.  Carrington has provided no evidence that each month my bank contacted them but I provided evidence that they did not and my information was in fact correct and paid right away with no issue!! Furthermore, there is no mention to a 24 hour period in your letters.  I should not have received a letter of blocking in the first place.  Carrington fails to mention each time I called and told them [redacted] account and routing number were correct and also failed to mention the time the [redacted] rep called to confirm it for me yet even after that call from my bank, I still had a block on my account!!! Explain that!  I am so happy that I refinanced with another company and apparently there are several people that are also grateful they don't have to deal with Carrington anymore.  Carrington admits that I attempted to make a payment before it was considered 30 days late.  I have proved that the block should never have been there and that every month I received the same letter automatically.  Carrington does not update their information and there faulty system kept blocking me each month even after confirming with my bank and Carrington that the information I provided was in fact correct!!! My credit has NO LATES, until Carrington's screwed up customer service and automatic blocking system ruined my perfect credit.  I refuse to let this company get away with this and if I have to hire a lawyer, I would be HAPPY to!!!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

December 16, 2015
[redacted]
[redacted]
RE: Loan No.: [redacted]
Case No.: [redacted]
Dear Mr. [redacted]:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Better Business...

Bureau received in our office via email on December 7, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you stated that you have had difficulty paying your mortgage payment online, but that CMS assesses a fee when paying by phone. You claim that you were unable to establish automatic payments (“CMS DirectPay”) over the phone and were required to mail in the form with your banking information, but you also allege that you were advised by the Customer Service Department that the auto draft form was not received. You go on to state that you forwarded your banking information to CMS, but failed to receive notification the CMS DirectPay was established on your loan, only two find out that it was established two months after your initial request. You also allege that you were not allowed to email your information requesting a refund of a duplicate payment CMS received, and that you received a new fax number each time you contacted the Customer Service Department. Lastly, you claim you were placed on hold or promised that a supervisor or manager would contact you back regarding the duplicate payment, but no such contact was ever received. Your desired resolution is to have the duplicate payment of $625.83 returned to you.
At the outset we note that the servicing of your loan transferred from [redacted] (“[redacted]”) to CMS on April 2, 2015 and at the time of transfer your loan was next due for the May 1, 2015 payment.
On April 22, 2015, our records indicate you contacted the Customer Service Department, and inquired regarding CMS DirectPay. We note the Customer Service Representative advised you the CMS DirectPay form was located online and that you would be able to utilize the CMS website’s online payment option until you received notification that CMS DirectPay was established on your loan.

The following payments were made online using the CMS website’s payment option, which is free of charge.
Date of Payment Month Paid Amount of Payment Method Received
April 30, 2015 May 1, 2015 $612.18 CMS Website
May 29, 2015 June 1, 2015 $612.18 CMS Website
June 25, 2015 July 1, 2015 $612.18 CMS Website
July 27, 2015 August 1, 2015 $623.43 CMS Website
August 31, 2015 September 1, 2015 $625.83 CMS Website
September 24, 2015 October 1, 2015 $625.83 CMS Website
October 21, 2015 November 1, 2015 $625.83 CMS Website

On August 31, 2015, our records indicate you contacted the Customer Service Department regarding your online access to the CMS website. The Representative you spoke with reset your online password so you would be able to login and make your September 1, 2015 payment, which was made the same day. We found no additional evidence to suggest that you experienced difficulty in making your monthly mortgage payment online.
On September 24, 2015, our records indicate you contacted the Customer Service Department to follow up on your request to establish CMS DirectPay. The Representative confirmed the document had not been received and requested that you resend the Auto Draft Authorization form. We note the Representative issued an additional form the same day to have you complete and return to CMS for processing.
On October 8, 2015, the Customer Service Research Department received your signed Auto Draft Authorization form to establish CMS DirectPay on your loan. CMS policy requires a copy of your check along with your signed authorization form to establish automatic payments on your loan. This ensures CMS has received your authorization to draft your checking and/or savings account on your designated day. Our review found no evidence of a delay in receiving your request to establish CMS DirectPay. In fact, we note first receiving your request to establish CMS DirectPay on the date referenced above. For your ease of reference, enclosed is the Auto Draft Authorization form received for your review.
On October 19, 2015, the Customer Service Research Department finalized your request to establish CMS DirectPay on your loan with a first draft date of November 1, 2015. The confirmation letter was generated the same day and was mailed to you on October 20, 2015. For your ease of reference, enclosed is a copy of the letter generated on October 19, 2015 for your review.
On November 9, 2015, you contacted Customer Service regarding the payment drafted from your loan on November 1, 2015 citing you failed to receive the CMS DirectPay confirmation letter. The Representative confirmed two payments had been posted to your loan and encouraged you to fax a copy of your bank statement with running balances in order to process the refund. It was also during this conversation that you were clearly advised it would take approximately two (2) to three (3) business days to process your request and send you a refund check. You advised the Representative you did not have a fax machine and inquired regarding emailing your request. The Representative did confirm you would be able to email your request and provided you a supervisor’s email address, confirmed automatic payments were established, and confirmed the automatic payment confirmation letter would have been mailed to you. We addressed the issue with the Customer Service Supervisor whose email address you were provided and the supervisor confirmed that they did not receive an email or correspondence from you in connection with your refund request.
On November 17, 2015, you contacted the Customer Service Department following up on your refund request. You advised the Representative that you submitted your request via email. The Representative asked if you could forward the request via email or fax to confirm your request from November 9, 2015 was received. In response, you advised the Representative that you were not in front of a computer. The Representative inquired whether the document sent was in portable document format (“PDF”). You responded that it was not in a PDF format but that you had copied and pasted the information in an email. The Representative stated that since the information was not received in a PDF format, there may have been delays in processing the refund request. The Representative also provided you her direct fax number. You inquired regarding the timing of the refund and the Representative stated it could take approximately twenty-four (24) to forty-eight (48) hours, and that once the check was issued it would be sent via overnight mail. You were also advised that CMS would not be able to return the funds to you electronically as the payment had already been processed and cleared your checking account. Lastly, the Representative stated that they would notate your account to confirm once the fax was received.
On December 3, 2015, you contacted Customer Service to follow up regarding the refund request submitted to CMS on November 17, 2015. You cited that you had faxed your information over to the Customer Service Department and had not received your refund. You confirmed with the Representative that you had submitted your request twice. The Representative confirmed that it would take two (2) or three (3) days to issue a check. The Representative stated that your loan was next due for the February 1, 2016 payment and that CMS would not draft your loan again until after January 1, 2016. The Representative provided you a breakdown of how the payments posted to your loan and placed you on a hold to review your loan further. When the Representative returned he asked if you could provide a copy of your bank statement and offered to provide you his direct fax number to expedite your request. The Representative offered to speak with his supervisor and placed you on hold; however, a supervisor was not available at the time of your call. We sincerely apologize for the inaccurate information provided by the Representative in this instance. In fact, the next scheduled payment is set to draft on January 1, 2016. We also apologize that you did not receive a call back regarding the duplicate payment.
On December 4, 2015, you contacted the Customer Service Department again to follow up on your refund request. The Representative you spoke with provided you with his direct fax number and again asked that you forward a copy of your bank statement with running balances. The Representative stated they would forward your request directly to their supervisor and advised you that the supervisor would notate your loan once the request had been received. Unfortunately, the Representative you spoke with confirmed that they did not receive your fax in connection with your refund request.
On December 10, 2015, I spoke with you directly regarding the duplicate payment made to CMS and requested that you email your bank statement with running balances to me so we could expedite your refund. I confirmed receiving your bank statement and submitted the request the same business day to have the funds reversed and returned.
On December 14, 2015, our records indicate CMS issued check number 10371602 for $625.83, mailed to you via overnight [redacted] (“[redacted]”) tracking number [redacted] to the property address of [redacted]. As of December 15, 2015, our records indicate the package was delivered at 9:38 AM and left at the front door. For your ease of reference, enclosed is a copy of the [redacted] delivery confirmation for your review.
Lastly, it is important to note that while it is industry standard in assessing a convenience fee for using our automated phone payment system, all monthly payments received from April 30, 2015 through October 21, 2015 were through the CMS website which does not charge a fee. Additionally, we found no evidence you experienced difficulty in making your payments online. In fact, we found that you only experienced one issue when your password was reset, and we note that you made the payment the same day. All payments made from April 30, 2015 through October 21, 2015 were made prior to the due date of your loan. We also note that while you alleged CMS would not accept your information via email to return the duplicate payment, we found that you were provided an email address to a Customer Service Supervisor in an attempt to expedite your request, but that such information was not received by the supervisor.
With regards to your claim that you did not receive a return phone call from a Customer Service Supervisor when requested on December 3, 2015, an investigation concerning those allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findings. Again, we sincerely apologize for any miscommunication that may have occurred.
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific 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].

May 20, 2016     Original response sent via regular mail   [redacted]               RE:      Loan...

No.:                    [redacted]                         Complaint No.:           [redacted]                         Borrower:                    Estate of [redacted]                         Property Address:       [redacted]   Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 20, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you claim that the loan was service transferred from [redacted], [redacted] (“[redacted]”) to CMS in April of 2015. Shortly after the service transfer, you state that you called CMS because you had received correspondence advising you that the account was delinquent. During your phone call with CMS, you were advised that our office was unable to disclose any account information to you because you were not an authorized representative on the account. In September of 2015, you claim that you sent correspondence to CMS confirming your status as the executor of the borrower’s estate and provided proof of all the payments you had made. Notwithstanding the correspondence you sent, you allege that CMS failed to address your concerns, to update your status as the executor of the estate, and to apply the mortgage payments to the account. Consequently, your desired resolution is for CMS to add you as an authorized representative on the account, apply the mortgage payments and update the current account balance, and to provide you with confirmation that the loan is current and not in foreclosure.   As a preliminary matter, please accept this correspondence as confirmation that CMS did not receive the necessary documentation to confirm that you were the executor of the estate at the time of the service transfer. Resultantly, that is the reason why CMS was unable to disclose any account information with you during your initial phone calls to our office. Moreover, please note that CMS has made the necessary corrections and updated the loan to reflect your status as the executor of the borrower’s estate. Additionally, please also accept this correspondence as confirmation that CMS has located and credited a total of eleven (11) payments in the amount of $525.00 each to the account and that the foreclosure action has been cancelled. For your reference, attached hereto as Exhibit “A” please find a copy of all the bill pay checks that have been credited to the account. If you sent additional payments during the months of April of 2015 through March of 2016 that are not included in the aforesaid exhibit, please contact me directly at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.   With regard to the account status at the time of the service transfer, our records do not indicate that the prior servicer informed our office that the mortgage had been reaffirmed prior to the bankruptcy discharge. Also, despite our best efforts, CMS’s Bankruptcy Department failed to determine that the mortgage had been reaffirmed during our initial review to determine the bankruptcy status. It is important to understand that CMS’s policy is to cease any and all attempts to collect a debt in order to comply with any relevant automatic stay and/or bankruptcy discharge order. The purpose of this policy is to protect CMS’s customers and to prevent any implication or misinterpretation that CMS may be attempting to collect a debt improperly. Based on a review of the account, CMS had not yet determined that the borrower had reaffirmed the mortgage prior to the bankruptcy discharge. Resultantly, that is the reason why CMS was not providing any monthly mortgage statements. That said, CMS has now updated the account to reflect the current bankruptcy status and will start to generate monthly mortgage statements and provide them via regular mail to the current mailing address.   On April 6, 2015, CMS sent a Notice of Servicing Transfer (“Hello Letter”). The Hello Letter was sent to the mailing address at [redacted], [redacted]. For your reference, a copy of the April 6, 2015 Hello Letter is attached hereto as Exhibit “B”. The purpose of the Hello Letter was to advise the recipient that CMS would start collecting the mortgage loan payments effective April 2, 2015 and to advise that the prior servicer, [redacted], would no longer accept payments to the account received after April 1, 2015.   Additionally, the Hello Letter made the recipient aware that, pursuant to federal law, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of the service transfer. Also included in the Hello Letter was the new CMS account number, the address to submit the monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service Department. Lastly, the Hello Letter also enumerated the various payment methods available and it included the processing fee for each method (if applicable), instructions on how to complete the payment, and instructions on how to create the online account on CMS’s website.   On May 26, 2015, CMS sent the recipient a Delinquency Notice. The purpose of the Delinquency Notice was to advise the recipient that our records did not indicate receipt of the May 1, 2015 mortgage payment and that the total amount required to bring the account current was $514.52. For your reference, attached hereto as Exhibit “C” please find a copy of the May 26, 2015 Delinquency Notice.   On June 2, 2015, our records indicate that you called CMS. During this phone conversation, you advised the CMS representative that you had made the mortgage payments and that they had been debited from your bank account. The representative correctly advised you that our records did not indicate that you were an authorized representative on the account and that we would be unable to disclose any account information. You advised the representative that you were the executor of the estate and the representative advised you to submit a copy of that documentation along with a password of your choice so we could update the account. You proceeded to request to speak with a CMS supervisor and the representative transferred your call.   During your phone conversation with the CMS supervisor, you were again advised to submit a copy of the documentation confirming your status as the executor of the estate along with a password of your choice. You acknowledged the supervisor’s explanation and the phone call was concluded after you confirmed that you had no further questions. As a reminder, at the time of the June 2, 2015 phone call, CMS did not have the necessary documentation to confirm that you were the executor of the estate.   On June 6, 2015, CMS sent a Notice of Intent to Foreclose (“NOI”). The purpose of the NOI was to advise the recipient that the loan was in default and due for the May 1, 2015 through June 1, 2015 mortgage payments. Additionally, the NOI also advised the recipient that in order to cure the loan delinquency a payment in the amount of $1,029.04 was required. Specifically, please note that the NOI also advised that subsequent payments, late charges, and other fees would be added to the reinstatement amount as they became due and assessed to the loan. Please be further advised that the NOI is a system generated letter that is issued for every loan that has become past due for more than thirty-one (31) days and is required by law prior to any initiation of a foreclosure proceeding. Lastly, please note that CMS’s intent in providing customers with an NOI is solely to comply with applicable law, attempt to make arrangements to resolve the delinquency, and to provide our customers with information regarding the consequences if they fail to cure their delinquency. For your records, attached hereto as Exhibit “D” please find a copy of the NOI that CMS sent on June 6, 2015.   Thereafter, on August 4, 2015, CMS sent a Fourteen (14) Day Default Notice (“FDDN”). The purpose of the FDDN was to advise the recipient that the loan was in default and that the property would be referred to foreclosure. Specifically, the FDDN advised that the total amount needed to reinstate the loan and bring the account current was $2,099.76 and that the account was due for the May 1, 2015 through August 1, 2015 mortgage payments and late fee charges in the amount of $20.60. For your reference, attached hereto as Exhibit “E” please find a copy of the August 4, 2015 FDDN.   On August 14, 2015, you again called CMS. During this phone conversation, you expressed that you would file a lawsuit against CMS if we proceeded with the foreclosure action. The CMS representative acknowledged your concerns and confirmed that our records did not indicate that you were an authorized representative on the account. Moreover, the representative advised you that until we had the proper documents to add you as an authorized representative on the account, CMS would be unable to disclose any account information. You acknowledged the representative’s expl[redacted]tion and proceeded to terminate the call.   On August 21, 2015, CMS reviewed the loan and approved referring the property to foreclosure. Please note that at the time of the foreclosure referral, the loan was contractually delinquent and due for the May 1, 2015 through August 1, 2015 mortgage payments.   Subsequently, on August 24, 2015, CMS sent a Post Referral to Foreclosure Solicitation Notice (“PRFSN”). The purpose of the PRFSN was to advise the recipient that the property had been referred to foreclosure and that the foreclosure process had commenced. Additionally, the PRFSN also reminded the recipient that CMS continued to offer several foreclosure prevention alternatives that may still be available in order to avoid foreclosure. Some of the foreclosure prevention alternatives enumerated in the PRFSN included a Repayment Plan, Loan Reinstatement, Loan Modification, Temporary Forbearance Agreement, Deed-in-Lieu of Foreclosure, or a Short Sale. For your reference, attached hereto as Exhibit “F” please find a copy of the August 24, 2015 PRFSN.   On September 18, 2015, our Customer Service Research Department received correspondence from you. Specifically, our records indicate that you included copies of your bill pay checks from March 2, 2015 through September 1, 2015, a copy of the certificate of death for [redacted], and a copy of the Last Will and Testament. Thereafter, on October 8, 2015, our Customer Service Research Department responded to your September 18, 2015 inquiry. A review of the response confirms that CMS acknowledged the documents you provided in your correspondence and also advised you that you had not provided the necessary documents to be added as an authorized representative on the account. Specifically, CMS requested that you submit a letter indicating that you were the executor of the estate along with a password of your choice. Although CMS’s response also asked that you submit any legal document from the court confirming your status as the executor of the estate, our review indicates that a legal document was not required since you had already provided a copy of the Last Will and Testament. We apologize for this miscommunication and for any inconvenience you may have experienced as a result. For your reference, attached hereto as Exhibit “G” please find a copy of CMS’s response to your September 18, 2015 inquiry.   From October 8, 2015 through January 28, 2016, our records do not indicate that we received any correspondence or phone calls from you. Then, on January 29, 2016, our records indicate that you called CMS. During this phone conversation, you again advised the CMS representative that you were the executor of the estate and that you were calling with regard to an outstanding property tax bill. The representative proceeded to advise you that you were still not an authorized representative on the account and that our records did not indicate that you had provided a password to add to the account. You requested to speak with a CMS supervisor and the representative transferred your call.   During your phone conversation with the CMS supervisor, you were again advised that you needed to provide a password before we could add you as an authorized representative on the account. You expressed your frustration with CMS’s requirements and the supervisor apologized for any inconvenience and frustration you were experiencing. The supervisor also explained that CMS has this policy in place to protect the confidential and private information of our customers and that it was not CMS’s intent to be difficult or appear as to be unwilling to assist you. You acknowledged the supervisor’s expl[redacted]tion and ended the call once you confirmed you had no further questions.   Despite the supervisor’s expl[redacted]tion and your acknowledgement that a password was required before we could add you as an authorized representative on the account, our records do not indicate that we received any correspondence from you during the period of January 29, 2016 through March 3, 2016. On March 4, 2016, you again called CMS to discuss the outstanding property tax bill. Similar to the prior phone calls, the CMS representative again confirmed that we needed to receive a password before we could add you as an authorized representative on the account.   On March 9, 2016, our records indicate that we received a letter from you confirming your password. That same day, your letter was forwarded to our Customer Service Research Department and you were added to the account as an authorized representative and executor of the estate.   On March 24, 2016, you called CMS and spoke with a representative. Unlike the prior phone calls, CMS was now able to disclose account information because you had been added as an authorized representative on the account. During this phone conversation, you expressed your frustration with CMS and your inability to receive any account information. The representative proceeded to advise you that our Customer Service Research Department did properly notify you of the information required before you could be added as an authorized representative on the account in their October 8, 2015 response. During this same phone call, you proceeded to advise the representative that you had been sending all of the mortgage payments to CMS since the effective date of the service transfer and that CMS had failed to credit the account. The representative correctly advised you that the loan payment history did not reflect receipt of any mortgage payments since the service transfer and that the last payment posted to the account was received by the prior servicer. You confirmed that you had a copy of the bill pay checks in your possession and that your posting instructions clearly indicated to post the payments to account number “[redacted]”. At that point, the representative was able to confirm that you had referenced an incorrect account number in your bill pay check posting instructions because the correct account number was “[redacted]”. Furthermore, the representative advised you that she would transfer your call to a CMS supervisor in an effort to provide you with additional information with regard to the documentation you would need to send to CMS in order for our office to locate the missing payments and apply them to the account.   During your conversation with the CMS supervisor, you were advised to provide copies of running bank statements from May of 2015 through March of 2016 so that our Cashiering Department could determine the dates and amounts of the bill pay checks in order to locate the missing payments. You acknowledged the supervisor’s expl*tion and confirmed you had no further questions.   That same day, our records indicate that you emailed the CMS supervisor a copy of your bill pay checks from May of 2015 through March of 2016. Upon receipt of your email, the CMS supervisor forwarded your proof of payments to our Customer Service Research Department. Due to the complex nature of the issue at hand, we experienced an unusual delay while locating all the missing payments for the past year and applying them to the account. Please know that CMS strives to accommodate all reasonable customer expectations and resolve all customer requests as timely as possible, and we regret that we were not able to complete our research more quickly. That said, CMS did locate the missing payments and applied them all to the account on May 6, 2016. As of the date of this correspondence, the loan payment history reflects that the account is current through March of 2016 and due for the April 1, 2016 mortgage payment in the amount of $515.06 and the May 1, 2016 mortgage payment in the amount of $515.06 for a total amount due of $1,030.12. For your reference, attached hereto as Exhibit “H” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions.   Again, as it pertains to the foreclosure proceeding, please accept this correspondence as confirmation that CMS has cancelled the foreclosure action. Furthermore, solely as a commitment to the highest standards of customer satisfaction and not as an admission of fault, wrongdoing or of the validity of your allegations, CMS has agreed to waive all of the foreclosure attorney’s fees and costs, property inspection fees, and late charges. Additionally, CMS is in the process of issuing a 2015 Form 1098 to report the mortgage interest which was paid to CMS on this account during the 2015 tax year.   In closing, we would like to take this opportunity to thank you for bringing this matter to our attention and allowing us the opportunity to resolve your concerns. Please know that CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced while CMS made the necessary corrections and updates to the account.   Based on the aforesaid investigation and review of the account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Moreover, the record is clear that since your first phone call to our office, CMS correctly advised you of the documentation required to add you as an authorized representative on the account. Furthermore, we respectfully submit that customers who elect to submit mortgage payments through a bill pay service are responsible for accurately entering the payment information on their bill pay check. Therefore, we encourage you to verify the information entered into the bill pay service before submitting your payment. Additionally, our records also confirm that CMS properly referred the property to foreclosure pursuant to the terms of the mortgage loan agreement and that we have correctly serviced the account in accordance with applicable law and program guidelines. Finally, with regard to your insinuation that the CMS representatives were unprofessional and unwilling to assist you during your phone calls to our office, we submit that all of the representatives you spoke with addressed your concerns and thoroughly explained the reason why we were unable to disclose any account information and correctly identified the documentation required to add you as an authorized representative on the account.   Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of the loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about the mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].   We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.     -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted] or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

Dear Ms. Giarrizzo:The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com received in our office via email on August 18, 2015. CMS is committed to responsible lending and servicing, and we would like to address any concerns you may have. The following is our response to the issues raised in your correspondence.As we understand your rebuttal, you are frustrated that after your loan modification finalized your account still reflected an outstanding balance of $1,585.42 for what you describe as property inspection fees, late charges, door lock changes, reinstatement fees, property insurance fees, and attorney fees. In addition, you claim that you were assured that all of these fees would be removed from your account once the loan modification was finalized. Further, you contend that CMS sent you threatening foreclosure letters even though you were allegedly making the agreed monthly payments. You also assert that you are not able to submit your payment online due to the outstanding balance and that you are being assessed monthly late charges.As of the date of this response, the loan modification offered by the prior servicer, Bank of America, N.A. (“BANA”), has been fully implemented, the last payment was received on August 13, 2015, and the loan is contractually due for the August 1, 2015 payment. The following paragraphs identify the fees that have been assessed to the account, confirm the property inspections occurred, and describe the present payment delinquency which explains why you have begun receiving delinquency related notices. To the extent that statements in your rebuttal consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are denied.First, as outlined within Section 7 of your attached Deed of Trust, entitled “Borrower’s Obligations to Maintain and Protect the Property and to Fulfill Any Lease Obligations, Section (B) Lender’s Inspections of Property,” CMS is entitled to inspect the property to protect its security interest: Lender, and others authorized by Lender may enter on and inspect the Property. They will do so in a reasonable manner and at reasonable times.Section 9, entitled Lender’s Right to Protect its Right in the Property, goes on to state: If: (a) I do not keep my promises and agreements made in this Security Instrument..., then Lender may do and pay for whatever is reasonable or appropriate to protect Lender’s interest in the Property and Lender’s rights under this Security Instrument. Lenders actions may include, but are not limited to: (a) Protecting and/or assessing the value of the Property.Paragraph 3 under Section 9 provides: I will pay to Lender any amounts, with interest, which lender spends under this section 9. I will pay those amounts to Lender when Lender sends me a notice requesting that I do so.Second, in regards to the fees, other than the property inspection fees assessed by CMS, the fees you are questioning were charged to the loan by the prior servicer. CMS is unable to comment on the prior servicer’s actions. If you recall, the loan transferred to CMS in August 2014. We encourage you to contact BANA directly for any questions or concerns related to the servicing of the loan prior to August 1, 2014. For your convenience, below is a list that breakdowns the fees that had been assessed to the account before the loan transferred to CMS. CMS was unable to capitalize these fees into your loan modification.01/13/2014 $10.00 (prior FCL recordation cost) 08/07/2014 $14.96 (payment shortage) 08/07/2014 $15.00 (property inspection) 08/07/2014 $560.00 (prior FCL title service fee) 08/07/2014 $18.00 (prior FCL recording fee) 08/07/2014 $740.00 (prior attorney fee) 08/07/2014 $69.50 (prior post and publication)Please contact the undersigned at [redacted] if you would like to establish a payment plan to handle these outstanding fees.There were a total of six $20.00 property inspection fees assessed to the loan between August 15, 2014, and January 11, 2015 for a total amount of $120.00. The property inspection photos are attached to reassure you that the inspections did occur. As a courtesy, CMS is agreeing to waive the $120.00 for property inspection fees from your account.Next, you appear to assert that CMS threatened to foreclose on the loan while the modification was being implemented. However, CMS’s records contradict this assertion. If you are able to provide copies of the alleged correspondence or dates of the communications, we will further review this issue.As set forth in the below paragraphs, the records do reflect that correspondence was sent to you to address several missed or late payments between the months of June through October. On June 6, 2015 and June 12, 2015, CMS sent the attached Notice of Intent (“NOI”) informing you that your loan was in default because the May 1, 2015 payment had not been received. You paid the May 1, 2015 mortgage payment on June 24, 2015.On July 7, 2015, CMS sent the attached Notice of Intent (“NOI”) informing you that your loan was in default because the June 1, 2015 payment has not been received. You paid the June 1, 2015 and the July 1, 2015 mortgage payments on August 13, 2015. Then on or about August 18, 2015, CMS sent the attached Notice of Intent (“NOI”) informing you that your loan was in default because the August 1, 2015 payment had not been received. On September 6, 2015, CMS sent the attached Notice of Intent (“NOI”) informing you that your loan was in default because the August 1, 2015 and September 1, 2015 payments had not been received.On September 11, 2015, CMS sent the FHA 32" day letter informing you that you were in default and that if the payments were not received by October 11, 2015 you ran the risk of being foreclosed on. As of the date of this response, your loan remains contractually due for the August 1, 2015 payment.For your ease of reference, below please find the loan payment ledger that outlines and summarizes your loan payment history to date. Payment Due Date Payment Received Date 03/01/2015 04/15/2015 04/01/2015 04/23/2015 05/01/2015 06/24/2015 06/01/2015 08/13/2015 07/01/2015 08/13/2015Lastly, in regards to online payments, the system is not designed to accept any payment that is less than the full amount due. Once the account is reinstated, you may elect to set up a recurring draft. To do so, you would need to complete and submit an Auto Draft Authorization form. A copy of the Auto Draft Authorization form is attached. If assistance with completing the form is needed, we encourage you to contact the CMS Customer Service Department at [redacted], Monday through Friday, 8:00 AM to 8:00 PM Eastern Standard Time.We trust that this communication addresses all of the concerns noted in your rebuttal. 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]CC: Revdex.com

Attached is a copy of our response to the complaint #[redacted] that we received on January 9, 2-15. Sincerely yours,  [redacted]
Customer Advocate
Carrington Mortgage Holding, LLC[redacted]  [redacted]  [redacted]
Office: [redacted]...

[redacted]

July 27, 2015[redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint J.D. No.: [redacted]Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on July 6, 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, you state that after you sent your June 1, 2015 mortgage payment to CMS,you called CMS and followed the instructions to send CMS additional funds to be applied toreduce your principal balance. Upon receipt of the funds intended for your principal balance,CMS did not apply the principal payment as you instructed. You contacted CMS on June 12,2015 and after being placed on an extended hold, you requested CMS to apply the payment asyou intended. You state that the reapplication of your principal payment was not completed asof July 6, 2015 which was the date that you filed the Revdex.com complaint.At the outset, please note that the servicing of this 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 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 wascontractually current and showing due for the April 1, 2015 mortgage payment in the amount of$1,337.71.A review of our records found that on April 9, 2015, CMS received funds in the amount of$1,337.71. That same day, CMS applied these funds to the April 1, 2015 mortgage payment. OnMay 7, 2015, CMS received and applied your May 1, 2015 mortgage payment in the amount of$1,337.71.On May 20, 2015, CMS completed the initial analysis of your escrow account and issued you theattached escrow analysis. The escrow analysis determined that your escrow account containedan escrow shortage in the amount of $1,271.21. The escrow shortage was spread over a twelvemonth period and resulted in an increase to your mortgage payment effective with the July 1,2015 payment. For your ease of reference, the July 1, 2015 mortgage payment is outlined below. Principal and Interest: $ 693.69 Base Escrow Collection: $ 543.59 Monthly Escrow Shortage: $ 105.93 July 1, 2015 Payment $ 1,343.21On June 5, 2015, CMS received and applied your June 1, 2015 mortgage payment in the amountof $1,337.71. After the application of this payment, your outstanding principal balance was inthe amount of $97,061.44.On June 8, 2015, CMS received funds in the amount of $5,000.00. CMS is able to confirm thatthese funds were initially applied to the July 1, 2015 through September 1, 2015 payments in theamount of $1,343.21 each and the remaining $970.37 was applied to your principal balance. OnJune 12, 2015, you contacted CMS and requested that the $5,000.00 be applied to your principalbalance as you indicated on your form of payment. The CMS representative then opened a taskto CMS's Cashiering Department to have the funds applied as you originally intended. On July4, 2014, CMS received and applied your July 1, 2105 mortgage payment in the amount of$1,343.21.On July 6, 2015, you contacted CMS to determine whether your principal payment of $5,000.00was applied correctly. Because you were dissatisfied with the fact that the CMS representativenotified you that the payment correction was not yet completed and would take additional time tocomplete, you asked to speak to a supervisor. Regretfully, the CMS representative's supervisorwas unavailable to take your call at that moment. After waiting for the supervisor to becomeavailable, the CMS representative transferred your call to his supervisor. As we understand, thecall was then disconnected.CMS is uncertain as to which party may have inadvertently disconnected the phone call, or if thetermination of the call may have been due to loss of reception. Nevertheless, CMS would like totake this opportunity to sincerely apologize for any inconvenience you may have experience dueto the time that your call was placed on hold and for any part CMS may have had in your phonecall being disconnected.CMS is able to confirm that the principal payment received on June 8, 2015 in the amount of$5,000.00 was applied as you intended on July 6, 2015. This application of funds reduced youroutstanding principal balance from $97,061.44 to $92,061.44. This principal payment wasapplied as of the original date of receipt which was June 8, 2015. As of the date of this letter,your loan is showing due for the August 1, 2015 mortgage payment with a principal balance inthe amount of $91,751.34 which was further reduced after the principal portion of your July 1,2015 mortgage payment in the amount of $310.10 was applied.CMS is pleased to inform you that CMS has recently enhanced its Loan Servicing Website("LSW") to enable borrowers to make additional online payments to the unpaid principal balanceor to escrow. Should you wish to make future payments towards your principal balance or toyour escrow account, you may access CMS's LSW at [redacted]. Attached foryour ease of reference is a copy of your loan payment history as well as the loan servicingsystem payment codes and definitions.Based on the foregoing, we believe the record is clear that CMS has applied all funds receivedfor you loan as you originally intended. Again, CMS sincerely apologizes for any inconvenienceyou may have experienced due to the unintentional clerical error that resulted in misapplicationof your principal payment. Should you wish to further discuss any aspect of your loan, weencourage you to contact CMS's Customer Service Department at [redacted] for furtherassistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely, [redacted] CC: Revdex.com

September 3, 2015
[redacted]
F/K/A [redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

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

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 [redacted] have. The following is our response to the issue(s) raised in the inquiry.
As we understand the complaint, you state that after you contacted CMS regarding inconsistent information you received from CMS representatives surrounding issues you experienced with your escrow account, the CMS representative that you spoke with was apologetic; however, you are still dissatisfied with the level of customer service you received. You claim that this CMS representative was rude to you and made you feel incompetent. You state that the CMS representative placed your call on “mute” and refused to transfer your call to a CMS supervisor. You are requesting that CMS immediately resolve you the escrow issues you experienced.
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 [redacted] 1, 2015 mortgage payment in the amount of $1,106.46. This payment was made up of principal and interest amount of $768.79 and a monthly escrow collection in the amount of $337.67. A review of our records found that on April 25, 2015, CMS received and applied funds in the amount of $1,106.46 to your [redacted] 1, 2015 mortgage payment.
On [redacted] 8, 2015, CMS completed an initial escrow analysis for your loan and issued you the attached escrow analysis. The escrow analysis projected total annual escrow disbursements in the amount of $3,856.77, which includes a hazard insurance premium in the amount of $1,082.00, property taxes in the amount of $2,103.97 and a mandatory FHA Mortgage Insurance Premium (“MIP”) in the amount of $670.80. The guidelines established by the Real Estate Settlement Procedures Act (“RESPA”) limit the amount of funds a loan servicer [redacted] require a borrower to hold in an escrow account, commonly known as an escrow cushion. Although RESPA does not require the lender to maintain a cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account.
Because the total annual escrow disbursements for your loan not including the FHA MIP were projected to be $3,185.97 ($3,856.77 minus $670.80 equals $3,185.97), your escrow account was required to have a minimum of $530.98 at all times ($3,185.97 divided by 6 equals $530.98). Based upon the projected disbursement date of your annual hazard insurance premium and the projected date that your property taxes are disbursed, CMS determined that your escrow account would have a deficit in the amount of $379.39 in October 2015. Because you are required to have $530.98 in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $910.37 at that time ($379.39 plus $530.98 equals $910.37).
In order to prevent any undue hardship, CMS spread the escrow shortage of $910.37 over a period of twelve months which resulted in an increase to your monthly mortgage payment from $1,106.46 to $1,166.04 effective with the July 1, 2015 mortgage payment. For your ease of reference, a breakdown of the July 1, 2015 mortgage payment is outlined below.
Principal and Interest: $ 768.79
Base Escrow Collection: $ 321.39 ($3,856.77 divided by 12)
Monthly Escrow Shortage: $ 75.86 ($910.37 divided by 12)
July 1, 2015 Payment $ 1,166.04
On June 8, 2015, CMS received and applied funds in the amount of $1,106.46 which satisfied the June 1, 2015 mortgage payment. On June 10, 2015, CMS’s Insurance Vendor, [redacted] (“[redacted]”) spoke with Mr. [redacted], an insurance agent with [redacted] (“[redacted]”) who confirmed that your insurance policy with [redacted] was current and active with effective dates of July 14, 2015 to July 14, 2016. Because Mr. [redacted] informed CMS that your insurance premium in the amount of $1,254.00 was due, CMS disbursed the premium payment from your escrow account on June 10, 2015. Attached for your ease of reference is a copy of the [redacted] declarations page CMS received as your Evidence of Insurance (“EIO”) with [redacted].
On July 1, 2015, CMS received a call from an Unauthorized Third Party (“UTP”) that identified himself as [redacted]. Because CMS was not in receipt of authorization to speak with this UTP, CMS was unable to assist Mr. [redacted] at this time. The CMS representative attempted to provide Mr. [redacted] with the fax number to have you provide written permission allowing CMS to speak with him; however, Mr. [redacted] abruptly terminated the call before the CMS representative was able to provide this information to Mr. [redacted].
Later on July 1, 2015, you contacted CMS and during this phone conversation, CMS agreed to accept a one-time verbal permission allowing CMS to speak to Mr. [redacted]. The CMS representative informed you that this authorization would be valid for thirty days and that CMS would need to be in receipt of written permission from you in order to speak with Mr. [redacted] after that date. You agreed to provide CMS with such written authorization once the verbal authorization for Mr. [redacted] expired.
During this phone conversation, you explained that you received a refund check from your insurance provider and that you were uncertain as what you should do with the refund check. The CMS representative informed you that you were not required to return the insurance refund to CMS, but that if you wished to do so, you could send funds to CMS with specific application instructions. The CMS representative provided you with the amount of $910.37 which was the last known escrow shortage amount at the time.
Even later on July 1, 2015, CMS spoke with your ATP who explained that he wanted to provide CMS with information surrounding the new insurance policy with Florida Family Insurance (“FFI”) and requested that CMS issue the payment due for your new insurance premium. This call was transferred to [redacted] who accepted the verbal verification of insurance with an annual premium of $931.00. That same day, CMS received the attached FFI Invoice which was dated June 3, 2015. This invoice confirmed your new policy with FFI, the premium amount of $931.00 and provided a premium due date of June 22, 2015. CMS would like to point out that CMS received this invoice ten days after the premium was due and nearly a month after the invoice was created. CMS disbursed this premium payment from your escrow account to FFI on July 1, 2015 via next day mail at no additional cost to you.
On July 7, 2015, CMS received funds in the amount of $442.00 which you intended to be applied to escrow. CMS was unable to apply these funds as you intended and placed the funds in an unapplied status because your July 1, 2015 mortgage payment was due at the time CMS received these funds. On July 8, 2015, CMS received the attached Cancellation Notice from FFI indicating that FFI was not in receipt of the premium initially due on June 22, 2015. Because CMS already sent the premium payment to FFI on July 1, 2015, no action was required from CMS. CMS would later receive the attached Reinstatement Notice confirming that FFI received the premium payment from CMS.
On July 8, 2015, CMS received and applied funds in the amount of $1,166.04 which satisfied your July 1, 2015 mortgage payment and on July 9, 2015, due to the intervening passage of time, CMS inadvertently posted the $442.00 that was received on July 7, 2015 to the principal balance instead of to escrow. CMS sincerely apologizes that these funds were not initially applied to escrow.
On July 13, 2015, CMS spoke with Mr. [redacted] and during this phone conversation CMS provided Mr. [redacted] with escrow information. Because Mr. [redacted] requested that a new escrow analysis be completed, the CMS representative opened a task for CMS’s Escrow Department to perform a new escrow analysis for your loan. On July 24, 2015, CMS completed a new escrow analysis which was issued to you that same day.
This escrow analysis projected total annual escrow disbursements in the amount of $3,705.77, which included a hazard insurance premium in the amount of $931.00, property taxes in the amount of $2,103.97 and FHA MIP in the amount of $670.80. Based on an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account, and due to the escrow balance at the time this analysis was completed, CMS determined that your escrow account contained an escrow shortage in the amount of $1,762.62.
In order to prevent any undue hardship, CMS spread the escrow shortage of $1,762.62 over a period of twelve months which resulted in an increase to your monthly mortgage payment from $1,166.04 to $1,224.48 effective with the September 1, 2015 mortgage payment. For your ease of reference, a breakdown of the September 1, 2015 mortgage payment is outlined below.
Principal and Interest: $ 768.79
Base Escrow Collection: $ 308.81 ($3,705.77 divided by 12)
Monthly Escrow Shortage: $ 146.88 ($1,762.62 divided by 12)
September 1, 2015 Payment $ 1,224.48
On July 28, 2015, CMS spoke with Mr. [redacted] and confirmed that your insurance company is FFI as well as confirmed the amount of the annual FFI policy. The CMS representative discussed the recent escrow analysis and provided Mr. [redacted] with the amount of the escrow shortage. Mr. [redacted] explained that a refund was received from [redacted] and that you were advised to send in $442.00 when you contacted CMS. The CMS representative notified Mr. [redacted] that the $442.00 that was originally received on July 7, 2015 was applied to your principal balance and opened a task to CMS Cashiering Department to have the $442.00 applied to your escrow account. In addition, the CMS representative agreed to request the remaining escrow shortage to be spread over a period of thirty-six months.
CMS would like to take this opportunity to inform you that CMS listened to the recorded phone conversation that took place on July 1, 2015 between you and a CMS representative and has confirmed that at no time were you informed to submit $442.00 to CMS. While CMS is able to confirm that you were advised that you were not required to return the insurance refund to CMS, the CMS representative clearly provided you with the escrow shortage amount of $910.37 which was also repeated to you during that same phone call. You were informed that you should send $910.37 to CMS which would have removed the escrow shortage which was in the amount of $910.37 at that time.
On July 31, 2015, CMS completed the payment reversal and applied $442.00 to your escrow account. On August 3, 2015, CMS completed a new escrow analysis that accounted for the $442.00 that was applied to your escrow account on July 31, 2015. This escrow analysis projected total annual escrow disbursements in the amount of $3,705.77, which included a hazard insurance premium in the amount of $931.00, property taxes in the amount of $2,103.97 and FHA MIP in the amount of $670.80. Based on an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of your escrow account not including the FHA MIP, and due to the escrow balance at the time this analysis was completed, CMS determined that your escrow account contained an escrow shortage in the amount of $1,419.65.
In order to prevent any undue hardship, CMS spread the escrow shortage of $1,762.62 over a period of thirty-six months which resulted in a decrease to your monthly mortgage payment from $1,224.48 to $1,117.03 effective with the September 1, 2015 mortgage payment. For your ease of reference, a breakdown of the September 1, 2015 mortgage payment is outlined below.
Principal and Interest: $ 768.79
Base Escrow Collection: $ 308.81 ($3,705.77 divided by 12)
Monthly Escrow Shortage: $ 39.43 ($1,419.65 divided by 12)
September 1, 2015 Payment $ 1,117.03
On August 10, 2015, you contacted CMS and spoke to a CMS representative, [redacted]. During this phone call, you expressed your frustration that you were provided with conflicting information from prior CMS representatives regarding your escrow account. Because you indicated that Ms. [redacted] was unprofessional during this phone call, CMS has listened to the call in question. After listing to the recorded phone call, CMS is unable to locate any evidence that Ms. [redacted] handled your call inappropriately in any way. In fact, your call was never placed on “mute”, and you did not request to speak to a supervisor. Contrary to your claim that Ms. [redacted] hung up on you, CMS is able to confirm that Ms. [redacted] transferred your call to an Escrow Specialist before politely ending the call.
On August 13, 2015, CMS received funds in the amount of $1,166.04 which were applied to the August 1, 2015 mortgage payment that same day. On August 25, 2015, CMS received and applied funds in the amount of $1,117.03 which were applied to your September 1, 2015 mortgage payment. As of the date of this letter, your loan remains contractually current and showing due for the October 1, 2015 mortgage payment in the amount of $1,117.03. Attached for your ease of reference is a copy of your loan payment history as well as the loan servicing system’s payment codes and definitions.
CMS would like to take this opportunity to notify you that in the event that you change insurance companies in the future and you are in receipt of a refund from your prior insurance company, it would be best for you to send the full refund to your mortgage servicer with instructions to apply such refund to your escrow account. While CMS was correct in informing you that you are not required to return such refund to CMS, should you decide not to have the refund applied to your escrow account the duplicate insurance payment will be recovered from you in the form of a payment increase at the time the next escrow analysis is completed.
CMS would also like to inform you that CMS does not currently offer the option to stop maintaining an escrow cushion for your loan. CMS adheres to RESPA guidelines and will maintain a two month escrow cushion in the escrow account at all times.
Should you wish to pay the escrow shortage in full, we encourage you to submit the escrow shortage along with specific posting instructions to CMS at the following address: Carrington Mortgage Services, Attention Payment Processing, [redacted] Specific payment instructions should be clearly indicated on the form of payment as well as on the payment coupon. In addition, you may pay additional amounts to principal/escrow when making payments via CMS’s Loan Servicing Website (“LSW”) at no cost to you.
Based on the foregoing, we believe the record is clear that CMS has properly managed your escrow account, and has diligently attempted to assist you in understanding the reasons your loan contained an escrow shortage. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
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 calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-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.
-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].
-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 [redacted] request such documents or receive further assistance by contacting the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

July 24, 2017     Original response sent via regular mail   [redacted]   RE:      MLD Loan No.:          [redacted]...

                        File 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 July 5, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you state that you applied for a loan with CMS but your loan application was denied despite the fact that you received a pre-qualification, and paid for a property inspection and an appraisal. You go on to say that all of the information you provided during the pre-qualification was accurate and did not change throughout the loan application review process. While your loan application was being reviewed by CMS, you voluntarily elected to move out of your rental property prior to CMS making a credit determination. You allege that you are now homeless and believe that CMS engaged in poor business practices. Furthermore, you claim that you have requested that CMS provide you with written correspondence identifying the reason for the credit denial and have yet to receive any correspondence from our office. Your desired resolution is for CMS to approve your loan application or refund the costs you incurred for the property inspection, property appraisal, moving costs and the cost to find a new home to rent.   As a preliminary matter, please accept this correspondence as confirmation that CMS does not engage in any type of illegal practices or discrimination. Specifically, CMS abides by all federal and state laws and does not discriminate against consumers in any protected class when evaluating a loan application for approval. To the extent that you believe that CMS engaged in acts of discrimination or illegal practices, we ask that you provide whatever evidence you may have of the purported acts of discrimination or illegal practices so that we may research your claim further. To expedite receipt of the additional information, please send it via facsimile directly to my attention at (949) 666-5802. In the absence of any such evidence, we specifically reject any indication that CMS has discriminated against you in any way or engaged in illegal practices. On or about April 24, 2017, our records indicate that CMS provided you with a pre-qualification for a loan amount of $245,000.00 and a fixed interest rate of 4.500%. It is important that you understand that the pre-qualification clearly advised you that the projected loan is based on the verbal information you provided relative to income, assets, debts, down payment, and job history, as well as a review of your credit report. The pre-qualification reflects a preliminary assessment of your ability to meet the financial obligations and commitments associated with the loan you wish to obtain. Furthermore, please also note that you were clearly advised that the pre-qualification did not constitute an official loan offer or commitment by CMS to approve you for a loan. In order to receive a loan from CMS, you were advised that our office needed a complete application and for you to meet all required conditions along with verifying and validating all of your information for credit approval.   Subsequently, on or about May 21, 2017, our records indicate that you entered into a purchase agreement for the subject property. On May 24, 2017, CMS proceeded to provide you with the initial disclosures which included the Acknowledgment of Intent to Proceed with the loan application and the Loan Estimate (“LE”). As you may already know, the LE includes important details about the loan that has been applied for. Specifically, the LE provides our customers with, among other information, the estimated interest rate, monthly payment, and total closing costs for the loan. The LE also gives our customers information about the estimated costs of taxes and insurance, and how the interest rate and payments may change in the future. In addition, the LE indicates whether the loan has special features that our customers should be aware of, like penalties for paying off the loan early (a prepayment penalty) or increases to the mortgage loan balance even if payments are made on time (negative amortization). The LE also shows our customers what loan terms the lender expects to offer if the customer decides to move forward. Lastly, please know that when you received the LE, CMS had not yet approved or denied your loan application.   On or about June 1, 2017, CMS received your signed Acknowledgment of Intent to Proceed with the loan application along with the disclosures. That same day, CMS submitted your loan application to our Loan Processing Department for review. The following day, on June 2, 2017, our Loan Processing Department submitted your complete loan application to our Underwriting Department for a final review. On June 5, 2017, our Underwriting Department suspended the review of your loan application and requested additional documents from you before continuing to review your application.   As you may already know, it is common practice for a lender to request letters of explanation and additional documentation from an applicant during the loan application review process. More specifically, CMS will request letters of explanation and additional documentation to ensure that the loan applied for falls within program guidelines and is compliant with applicable laws and regulations. In other words, CMS’s intent in requesting any additional documentation from you was solely out of an abundance of caution with the objective of protecting your rights as a consumer and to ensure that CMS was offering you the best available loan product. If you want to have a better understanding of the loan application review process, CMS encourages you to visit the CFPB website at http://www.consumerfinance.gov/. In response to our request for additional information, our records indicate that we received a letter of explanation and supporting documentation on or about June 16, 2017. Shortly thereafter, on or about June 20, 2017, the information we received from you was submitted to our Underwriting Department for further review. The following day, our Underwriting Department again suspended the review of your loan application and requested additional documents from you before continuing to review your application. Our records indicate that in response to our request for additional information, you provided additional documentation on or about June 23, 2017 and we again submitted your loan application along with the additional documentation to our Underwriting Department for further review. The following day, our Underwriting Department submitted your complete loan application to Management for review. After a careful review of your loan application, letters of explanation, and supporting documents, CMS denied your loan application on June 29, 2017.   That same day, on June 29, 2017, 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 loan application due to your prior delinquent credit obligations. For your records, attached hereto as Exhibit “A” please find a copy of the SCDTC that CMS sent you on June 29, 2017.   With regard to the reason for the credit denial, our office determined that your loan application did not meet the program guidelines for the type of loan product you were applying for. Specifically, your loan application did not meet the Veteran Affairs guidelines for re-establishing credit due to the late payments and delinquent credit obligations reporting in the last twelve (12) months on your credit report and because there was no evidence of extenuating circumstances to qualify for a credit exception. Although CMS did receive a letter of explanation with supporting documentation from you, the dates you referenced in your letter of explanation did not match the dates for the recent derogatory tradelines reflected in your credit report.   Based on the foregoing investigation, we are unable to find any evidence on our end to substantiate your claim that CMS may have improperly reviewed your loan application. Contrary to your allegation, our records are clear that CMS reviewed your loan application timely and pursuant to applicable law and program guidelines. Additionally, our records also indicate that CMS provided you with clear status updates and correspondence advising you of the required documentation to review your loan application. While we regret that CMS was unable to approve your loan application, we believe the record is clear that CMS was professional and as timely as possible with the entire loan application review process. Consequently, CMS respectfully denies your request to refund the costs you incurred for the property inspection, property appraisal, moving costs and the cost to find a new home to rent.     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, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,     [redacted] Customer Advocate   CC:      Revdex.com

June 16, 2015Via First Class Mail:[redacted] RE: Loan No. : [redacted]       Borrower: [redacted]       Borrower: [redacted]       Property Address: [redacted]...

[redacted]Dear Mr. and Mrs. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com ("Revdex.com") received in our officevia email on May 21. 2015. CMS is committed to responsible lending and servicing and wewould like to address any concerns you may have. The following is our response to the issue(s)raised in your inquiry.As we understand your complaint, on March 19, 2015 you called CMS to make a payment whichwas supposed to be post-dated to withdraw from your bank account on March 31, 2015. Instead,you state that CMS withdrew the money immediately which caused your bank account tobecome further delinquent. Further, you expressed frustration resulting from multiple phone callsyou have received from CMS.At the outset, CMS would like to take this opportunity to sincerely apologize for anyinconvenience that you have experienced as a result of the inadvertent early withdrawal of$1,515.00 from your bank account. CMS would also like to thank you for bringing this matter toits attention and for affording us the opportunity to make the appropriate corrections.On March 19, 2015, you called CMS to discuss the delinquency of your loan. During the call, theCMS representative advised you that the total amount due to bring your loan current was$2,919.60. Referencing your financial hardship, you responded by offering to make a $1,500.00payment, plus a $15.00 processing fee, which was to be post-dated for March 31, 2015. Youpromised to pay the remaining $1,419.60 to CMS at a later date. Unfortunately, the CMSrepresentative inadvertently processed your $1,515.00 payment immediately.On March 20, 2015 you contacted CMS asking that the $1,515.00 payment be returned to youraccount. The CMS representative asked for a copy of your bank statements so that we couldverify the amount withdrawn from your bank account in addition to any insufficient fundscharges that may have been assessed to your bank account. You indicated that you were notcontesting any non-sufficient funds charge as your bank account was already delinquent;however you did need to have the $1,515.00 immediately returned to you. On that same day,CMS promptly reversed the withdrawal of $1,515.00 from your bank account. It is important tonote that a return payment may take up to 7-10 business days to reach your bank account. Ifyour bank account records still indicate that the funds were withdrawn and not returned, pleasepromptly provide the records to us so that we may review and take any other necessary steps.We sincerely apologize for any inconvenience that the timing of the withdrawal caused you andtrust that this communication addresses all of the concerns noted in the complaint. If you haveany further questions, please contact the undersigned at [redacted], Monday through Friday,8:00AM to 5:00PM, Pacific Time.Sincerely, [redacted]Customer AdvocateCC: [redacted] (Revdex.com San Diego)

February 4, 2016
[redacted]
           RE:      Complaint
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 January 11, 2016.  CMS is committed to responsible lending and
servicing and we would like to address any concerns you may have.  The following is our response to the issue(s)
raised in the inquiry.
As we understand your complaint, you allege that CMS has
misapplied your payments, and inaccurately reported your loan to the credit
agencies.
At the outset, please note that
the servicing of this Federal Housing Administration (“FHA”) insured loan was
transferred from [redacted] (“[redacted]”) to CMS on or about November 4,
2014.  At the time of the service
transfer the loan was past due and showing contractually due for the October 1,
2014 payment. 
While CMS began servicing the
loan on November 4, 2014, 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 after the service
transfer CMS received a payment from you on November 12, 2014 in the amount of
$872.58, and this payment was applied to your October 1, 2014 payment in the
amount of $872.58. 
Thereafter, you continued to make
payments to the loan; however, the loan fell past due in August 1, 2014 and has
remained in a past due status since then. 
For your
ease of reference, attached please find a payment history that shows payment
transactions on your loan from December 13, 2013 to February 1, 2015, a copy of
the Escrow Analysis dated June 26, 2015 that shows your payment changed from
$832.90 to $823.76 beginning with your August 1, 2015 payment, and copies of the
billing statements sent to you by CMS from November 12, 2014 to January 12,
2016.     
Based on the foregoing, we
conclude that CMS processed all the payments received from you since the loan
service transfer promptly, and in accordance
with the contractual due date and required payment amounts due.  As of the date of this letter, your loan is past due
and showing contractually due for the December 1, 2015, payment and a credit in
the amount of $593.33 in your suspense account. 
Additionally, as of January 31,
2016, the information reported to the credit agencies by CMS on your loan properly
reflects your loan information and status. It is important to note that CMS is obligated
by federal law to provide timely and accurate credit reporting regarding the
current loan status, payment history and loan information. 
In closing, please be advised that
pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is
required to suppress the reporting of loan and payment information to your
credit profile for a period of sixty days after receipt of a qualified written
request and/or a Notice of Error.
We trust that this communication
addresses all of the concerns noted in the complaint.  If you have any further questions, please
contact the undersigned at [redacted], Monday through Friday, 8:00 AM to
5:00 PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC:  RevDex.com
-INQUIRIES & COMPLAINTS-
For
inquiries and complaints about your mortgage loan, please contact our CUSTOMER
SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention:
Customer Service, [redacted], or by calling
[redacted].  Please include your loan number on all pages of
correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage
Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern
Time, Monday through Friday. You may also visit our website at [redacted]/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from
personal liability on the mortgage because of bankruptcy proceedings and have
not reaffirmed the mortgage, or if you are the
subject of a pending bankruptcy proceeding, this letter is not an attempt to
collect a debt from you but merely provides informational notice regarding the
status of the loan.  If you are represented by an attorney with respect to
your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about
your account to credit bureaus. Late payments, missed payments, or other
defaults on your account may be reflected in your credit report.  As
required by law, you are hereby notified that a negative credit report
reflecting on your credit record may be submitted to a credit reporting agency
if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt
collector and it is for the purpose of collecting a debt and any information
obtained will be used for that purpose. This notice is required by the
provisions of the Fair Debt Collection Practices Act and does not imply that we
are attempting to collect money from anyone who has discharged the debt under
the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If
you would like counseling or assistance, you may obtain a list of HUD-approved
homeownership counselors or counseling organizations in your area by calling
the HUD nationwide toll-free telephone number at [redacted] or toll-free
TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or
by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT
NOTICE-
The Federal Equal Credit
Opportunity Act prohibits creditors from discriminating against credit
applicants on the basis of race, color, religion, national origin, sex, marital
status, or age (provided the applicant has the capacity to enter into a binding
contract); because all or part of the applicant’s income derives from any
public assistance program; or because the applicant has, in good faith,
exercised any right under the Consumer Credit Protection Act. The Federal
Agency that administers CMS’ compliance with this law is the Federal Trade
Commission, Equal Credit Opportunity, Washington, DC [redacted].
-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].

October 26, 2016     Original response sent via regular mail   [redacted]               RE:      Loan...

No.:                       [redacted]                         File No.:                         [redacted]                         Property Address:          [redacted]   Dear Mr. [redacted] III:   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 October 6, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you state that you paid your July 1, 2016 mortgage payment which was cashed by CMS before the end of the month. Notwithstanding the cashed payment, you advise that CMS sent you a Notice of Intent to Foreclosure. You go on to say that you sent multiple requests for assistance along with your bank statements in an effort to correct the issue and that CMS ignored your attempts to resolve your concern. Shortly thereafter, you indicate that you were contacted by a manager in our Customer Advocate Department who confirmed that CMS had received your July 1, 2016 mortgage payment and inadvertently credited a different account. Furthermore, you indicate that the manager assured you that CMS had fixed the error and credited your account. Despite the confirmation that CMS had fixed the error, you claim that CMS reported an account delinquency to the credit reporting bureaus. As a result, you feel that CMS’s actions and servicing of your account are fraudulent, misleading, and illegal. Consequently, your desired resolution is for CMS to remove the account delinquency reported to the credit reporting bureaus in connection with your July 1, 2016 mortgage payment and to provide confirmation of the same.   As a preliminary matter, please accept this correspondence as confirmation that CMS does not engage in any type of illegal activity, predatory or fraudulent practices, or discrimination. Specifically, CMS abides by all federal and state laws and submits that we have properly serviced your loan pursuant to the terms of your mortgage loan agreement.     With regard to your account credit reporting, on October 7, 2016 I personally responded to your email that we received in our Customer Advocate Department inbox on October 5, 2016 with an explanation of what occurred on your account. More specifically, in my email I confirmed that CMS did locate your July 1, 2016 mortgage payment and applied it to your account as of the date received with an effective date of July 25, 2016. As it pertains to the account delinquency reported to the credit reporting bureaus, I advised you that our servicing system automatically updates your credit reporting once a payment adjustment is made. On your loan, CMS made the necessary adjustments to your account on August 25, 2016 and an updated payment history was scheduled to be reported to the credit reporting bureaus on September 10, 2016. For your knowledge, CMS reports your account status and payment history on the 10th day of each month to the credit reporting bureaus.   Furthermore, I also advised you that our records indicated that our Customer Service Research Department received an inquiry from you on August 22, 2016. Pursuant to the Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS suppressed your credit reporting for sixty (60) days upon receipt of your August 22, 2016 inquiry. In other words, our Customer Service Research Department received your inquiry on August 22, 2016 and the sixty (60) days were set to expire on October 21, 2016. As a result, I confirmed that CMS will report your account status to the credit reporting bureaus in November of 2016. In the November 10, 2016 credit report, the credit reporting bureaus will have your updated account status and payment history which will no longer reflect a thirty (30) day delinquency for the July 1, 2016 mortgage payment.   Additionally, I also advised you that every time that you submit an inquiry or credit dispute to our office, we may suppress your credit reporting pursuant to CFPB guidelines. Consequently, I encouraged you to contact our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time with any questions or concerns you may have with regard to the administration of your loan. For your reference, attached hereto as Exhibit “A” please find a copy of my email correspondence dated October 7, 2016.   With regard to the Notice of Intent to Foreclosure (“NOI”), please disregard this NOI as it is no longer applicable after CMS made the necessary corrections to your account. The CMS loan servicing system automatically generates the NOI when a loan becomes delinquent. It is important to understand that the NOI was sent before making the necessary adjustments and corrections to your account on August 25, 2016; therefore, please disregard the August 6, 2016 NOI.   We would like to take this opportunity to advise you that the current mailing address of record is the same as the property address: [redacted], Mesa, AZ 85207. We note here that you have provided a different mailing address in connection with the information submitted with this complaint. Accordingly, if you want to update any of your contact information, including your mailing address, we strongly encourage you to contact our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time to make any changes to your contact information.   As of today’s date, your payment history reflects that your loan is current and paid through October of 2016. The next payment due is scheduled to be paid on November 1, 2016 in the amount of $788.68. For your reference, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions.   Based on the foregoing, our investigation concludes that CMS has processed the payments that you have sent CMS timely and accurately. CMS sincerely apologizes for any inconvenience caused by the aforementioned inadvertent error. Rest assured that CMS strives to resolve all customer requests as timely as possible and that the underlying causes for this inadvertent error have been addressed and resolved.   Finally, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].    We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/. -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at ([redacted], or by going to [redacted].   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

May 29, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
File No.: [redacted]
Borrower: [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 received in our office via e-mail on May 4, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand the complaint, you allege that on April 27, 2015 you sent two (2) certified checks in the amount of $2,000.00 each via overnight mail to CMS. Moreover, you also say that as of April 28, 2015, CMS was unable to confirm receipt of your checks. Additionally, you go on to say that you recently tried to apply for a loan and the lender advised you that your mortgage had not been paid. Lastly, you state that when you spoke with a CMS representative you gave verbal authorization so that your wife could call on your behalf for the next thirty (30) days, however you were never advised that you would be required to establish a password. Consequently, you want a written explanation with a breakdown of all payments received and processed and verification that your account is current.
At the outset, please note that the servicing of this loan was transferred from [redacted] (“[redacted]”) to CMS on or about April 2, 2015. At the time of the service transfer the loan was contractually current and due for the April 1, 2015 payment.
Based on a review of your loan, please be advised that CMS sent you a Notice of Servicing Transfer (“Hello Letter”) on April 6, 2015. The Hello Letter was sent to your home address at [redacted]. For your reference, a copy of the Hello Letter is attached hereto as Exhibit “A”. The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage loan payments effective April 2, 2015 and to advise you that your prior servicer, [redacted], would no longer accept payments received from you after April 1, 2015.
Additionally, the Hello Letter made you aware that, pursuant to federal law, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of transfer. Also included in the Hello Letter was the address to submit the monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service Department. Lastly, the Hello Letter also enumerated the various methods available to you for making a payment and it included the processing fee for each method (if applicable), instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website.
Subsequently, CMS sent you a Notice of Sale of Ownership of Mortgage Loan (“NSOML”) on April 9, 2015. The NSOML was also sent to your home address at [redacted]. For your reference, a copy of the NSOML is attached hereto as Exhibit “B”. The purpose of the NSOML was to advise you, as required by federal law, that ownership of the mortgage loan had been sold, transferred or assigned to a new creditor. Moreover, the NSOML confirmed that your loan was sold on April 2, 2015 and that your new creditor was CMS.
Furthermore, the NSOML reminded you that your new servicer was CMS and provided you with a contact number and a scope of responsibilities that CMS would handle. Likewise, you were made aware that CMS would handle the ongoing administration of your loan which would include receipt and processing of payments, resolution of payment-related issues, and answering any other inquires you may have regarding your loan. Additionally, the NSOML further explained that the transfer of the lien associated with your loan would be recorded in the public records of the local County Recorder’s office for the county or local jurisdiction where your property is located.
On April 28, 2015, our records indicate that you called CMS on three (3) different occasions. On your first call to CMS, you asked the CMS representative if he could confirm receipt of your two (2) certified checks in the amount of $2,000.00 each. The representative looked in our system and confirmed that he did not yet show that the payments were processed. Please note that the representative did inform you that CMS may be in receipt of your checks, and if that was the case, to allow twenty-four (24) to forty-eight (48) hours to process your payment.
Thereafter, about twenty (20) minutes later, you called CMS once again and asked the CMS representative if he could confirm receipt of your two (2) certified checks in the amount of $2,000.00 each. Again, the representative advised you that CMS may be in receipt of the checks and to allow twenty-four (24) to forty-eight (48) hours to process your payment. During the phone call, you stressed your frustration and indicated you had paid for overnight delivery. The representative suggested that you contact the post office to have them track and confirm that your checks were delivered as promised.
Approximately forty-five (45) minutes later, you called CMS for the third time to inquire about your two (2) certified checks in the amount of $2,000.00 each. The CMS representative advised you that our system did not yet reflect that your payment was processed and to allow twenty-four (24) to forty-eight (48) hours. During this phone call, the representative asked if you had already confirmed with the post office that your checks had been delivered and you stated they were. The representative then asked what your concern was and you stated you did not want a late fee assessed on your account. Subsequently, the representative proceeded to advise you that for the first sixty (60) days following the effective date of transfer, CMS would not assess any type of late fee or report any delinquency to the credit bureaus.
The following day, April 29, 2015, you called CMS to inquire about your two (2) certified checks in the amount of $2,000.00 each. During this phone call, the CMS representative confirmed that we were in receipt of your checks and that we had already applied your payment to your account as of April 28, 2015. For your reference, attached hereto as Exhibit “C” please find a copy of the two (2) certified checks we received from you.
Please note that during this phone call the representative did, however, incorrectly advised you that we were in receipt of your payment in the amount of $4,775.72. Please know this was an inadvertent error and we sincerely apologize for any inconveniences we may have caused. The representative confused the amount of your payment by adding the last four (4) payments in your account. In other words, she provided you the total amount for four (4) individual payments in the amount of $1,193.93 each. Again, this was an inadvertent error and we sincerely apologize.
Thereafter, on May 4, 2015, your wife, [redacted], called CMS to inquire about your account. During this phone call, the CMS representative advised Ms. [redacted] that she would be unable to disclose any account information because she was not an authorized party on the account. Ms. [redacted] correctly advised that you had granted her authorization for thirty (30) days, and the representative confirmed that a password was never established. Unfortunately, when you spoke with the CMS representative on April 28, 2015 and gave verbal authorization to temporarily add your wife to the account as an authorized party for the next thirty (30) days, the representative failed to ask you for a password. The purpose of the password is so that CMS, out abundance of caution, can verify each authorized party on the account. This too was also an inadvertent error and we again sincerely apologize for any inconveniences we may have caused.
That same day, you called CMS because you had attempted to obtain a new loan and the lender advised you that your April 1, 2015 mortgage payment had not been paid. The CMS representative proceeded to advise you that your account was current and paid through June 1, 2015. Moreover, the representative also confirmed that your next payment was due on July 1, 2015. During this phone call, you asked if CMS would provide you with billing statements and the representative advised you that a billing statement was generated and sent to you on May 1, 2015. For your reference, attached hereto as Exhibit “D” please find a copy of that billing statement.
Moreover, the representative also suggested that you create your online account so that you would have access to your payment history, the ability to make payments, and be able to download a copy of your most recent billing statements. You then proceeded to ask for the website address and the representative provided you with the address of https://carringtonms.com. Lastly, during this phone call you asked that your wife be added to the account and you proceeded to provide a password. The representative added your wife and confirmed that her thirty (30) day authorization would expire on June 4, 2015.
On May 28, 2015, and solely as an expression of our commitment to the highest standard of customer satisfaction, I personally called you to discuss some of your concerns and to confirm how your two (2) certified checks in the amount of $2,000.00 each were applied to your account. I proceeded to leave you a voicemail and a few minutes later you returned my call. During our conversation, I apologized for all prior miscommunication and inadvertent errors and assured you that your account is in good standing. I also confirmed that your payment in the total amount of $4,000.00 was applied towards your April 1, 2015 payment in the amount of $1,193.93, your May 1, 2015 payment in the amount of $1,193.93, your June 1, 2015 payment in the amount of $1,193.93, and to your unpaid principal balance in the amount of $418.21.
In addition, I also advised you that pursuant to federal law, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of transfer. Consequently, and in an effort to prove that your account is current, I offered to provide you with an account payment history. For your records, attached hereto as Exhibit “E” please find a copy of your payment history for the last twenty-four (24) months. Please note that your payment history with CMS starts on page 3 and with the application of your payment on April 28, 2015.
Lastly, during our conversation, I also asked if you still wanted to add your wife as an authorized party on your account and you confirmed that you did. Accordingly, and per your request, attached hereto as Exhibit “F” please find a copy of the Third Party Authorization (“TAP”) form. Please remember that the TAP form must contain a password, be filled out completely, signed, and dated. The executed TAP form can be sent via fax to [redacted] or via regular mail to Carrington Mortgage Services, LLC, Attention Customer Research Department, [redacted].
In closing, as of today’s date, your loan is contractually current and due for the July 1, 2015 payment in the amount of $1,214.88. If you have any further questions regarding the administration of your loan, we encourage you to contact our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time.
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, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Date Sent: 1/4/2017 11:25:55 AMJanuary 4, 2017  
[redacted]
[redacted]
[redacted]  [redacted]
 
[redacted]      [redacted]            [redacted]
[redacted]                    [redacted]
[redacted]       [redacted]           Dear Mr. [redacted]: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on December 15, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry. As we understand your complaint, you claim that CMS should not have requested a property inspection or assessed the associated fee to your loan.  Upon review, our records show that on or about October 11, 2016, CMS was notified through a zip code report from the Federal Emergency Management Agency (“FEMA”) that your property was in an area FEMA had declared a disaster area due to severe storms.  On that same day the Property Preservation Department ordered a property inspection.  The property inspection was completed on or about November 15, 2016, and a fee in the amount of $15.00 was assessed to your loan.  We conclude that the property inspection was requested in accordance with the established policy and procedure for a loan identified as being in a FEMA declared disaster area; however, as you correctly point out, the fee in the amount of $15.00 should not have been charged to you because your loan was in a current status at the time.  Accordingly, CMS will remove the $15.00 property inspection fee as requested.  We would like to take this opportunity not only to sincerely apologize for any inconvenience that you may have experienced as a result of the fee being assessed to your loan, but also to thank for bring this matter to CMS’s attention.  CMS is always interested in how we may improve service levels, and your feedback is important.  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  -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 tohttp://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. NORTH CAROLINA:Carrington Mortgage Services, LLC is licensed under North Carolina Secure and Fair Enforcement Mortgage Licensing Act and holds North Carolina Agency Licenses with Permit Nos. 102107, 103455 and 112956 Main Office: 1600 South Douglass Road, Suites 110 & 200-A, Anaheim, CA 92806 / Branch Offices: 2100 E. 196th Street, Suites 100 & 200, Westfield, IN 46074 & 6200 Tennyson Parkway, Suite 210, Plano, TX 75024.