Carrington Mortgage Services LLC

June 9, 2016
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Complaint I.D No.: [redacted]
Dear Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage...

Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on May 26, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand the complaint, you state that for the past year you have been making mortgage payments to CMS via its Loan Servicing Website (“LSW”) which provides customers with the option to make no-cost mortgage payments. You also state that the payment application has historically saved your banking information with the exception of the month of May 2016. You further state that when attempting to make your May 2016 payment you manually entered incorrect banking information within the payment application which caused that payment to be returned unpaid by your banking institution. The returned payment resulted in a late charge being assessed to your loan as well as derogatory information being reported to the credit reporting agencies. Although you acknowledge that CMS notified you of the returned payment by sending you a letter, you express dissatisfaction that CMS did not call or email you to notify you of the returned payment. The resolution you seek is for CMS to remove the late mortgage payment from your credit profile.
As you know, 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 a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer your loan was contractually current and showing due for the April 1, 2015 mortgage payment.
As a preliminary matter, CMS is able to confirm that customers have the option to access CMS’s LSW and after registering and creating an online account, customers have the ability to access a Speedpay payment application made available by Western Union that allows customers to make no-cost online mortgage payments to CMS. Please be advised that the Speedpay payment application is a third party payment application that is not managed or administered by CMS.
CMS would like to take this opportunity to remind you that after you click on the option to “make a payment” you are notified that for security reasons, it will be necessary that you enter your bank account number and routing number and you are also directed to confirm that your bank account number has been entered and saved correctly. For your convenience, the actual notice is provided below.

In order to continue to make a mortgage payment, you are required to click on another “make a payment” radio button that directs you to the terms and conditions of the Western Union Payment System for Carrington Mortgage and as shown below, you are notified that “this website is not responsible for any errors in the information you provide the system.”

That same webpage then provides you with the Terms and Conditions for the use of the LSW and in order to continue on to enter banking information within the Speedpay payment application, you are required to agree to the terms and conditions, one of which requires you to acknowledge that all information entered or submitted is true, accurate current and complete. After you click the “I Agree” radio button you are then directed to the page to enter your banking information. That specific term/condition is outlined below for your ease of reference.

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.
Based on the foregoing, we believe the record is clear that CMS repeatedly reminded you to ensure the accuracy of information you provided in connection with your payment, but you nevertheless provided incorrect account information, resulting in your financial institution declining to process the payment. While we understand you would have preferred to receive notification of the error by a different delivery method, we respectfully submit that the notice delivered by CMS was timely and reasonable under the circumstances.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

Complaint Type:Billing or Collection IssuesselectProblem:Carrington Mortgage Services has an on-line form for mortgage payments that is defined to allow additional principal or escrow payments to be added. In a previous Revdex.com complaint ([redacted]), CMC assured me that the website would accept these payments if they were made on or after the mortgage due date (1st of the month) but that they would not be accepted beforehand. On 2 Nov 2015, I went to make a mortgage payment with additional principal, but the website denied the payment, stating that only the mortgage amount would be accepted. I contacted CMS to learn that the system may or may not accept the additional payment before it finishes processing the payments that have been made already. In other words, their system cannot handle the task for which it was designed, and customers have to wait some unknown amount of time to make a payment, unless they want to mail in a payment and trust CMS to handle it properly, or pay over the phone for a fee. All of their practices seem to be unethical, in that they are delaying acceptance of payments in a timely manner, perhaps to ensure they get as much interest as possible.TranslateDesired Resolution / OutcomeDesired Resolution:RepairselectDesired Outcome:System should allow entry of payments plus additional amounts on, before or after the payment due date.

November 2, 2016     ORIGINAL RESPONSE SENT VIA REGULAR MAIL   [redacted]   RE:      Loan No.:                   ...

[redacted]                            Complaint No.:           [redacted] Property Address:       [redacted], [redacted]   Dear Mr. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on October 10, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you state that although you sent two checks to CMS in August 2016, the two checks were not credited to your account.  You further state that you contacted CMS to resolve the issue and found that CMS had no record of receiving your second check.  After providing evidence of the cashed payment to a specific CMS representative, you have not received a response from that individual.  You are refusing to make any additional mortgage payments until this matter has been resolved.  As a result, you are requesting CMS to locate and apply the second check to your loan and to transfer your loan to a loan servicer in your local area.   At the outset, please note that the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from JPMorgan Chase Bank, N.A. (“JPMC”) to CMS on December 3, 2013.  On December 4, 2013, CMS issued the attached Notice of Servicing 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 January 1, 2014 mortgage payment.  Our records show CMS received your January 1, 2014 through June 1, 2016 mortgage payments in a timely fashion.   On July 22, 2016, CMS completed a new escrow analysis for your account and sent you the attached Annual Escrow Account Disclosure Statement (“AEADS”).  The purpose of the July 22, 2016 AEADS was to advise you of your projected escrow disbursements for your escrow cycle beginning on September 1, 2016 and ending August 31, 2017.  More specifically, the AEADS projected that your yearly city taxes would be $645.78, your yearly homeowners insurance premium would be $1,823.00, and your yearly FHA Mortgage Insurance Premium (“MIP”) would be $211.68.  Correspondingly, the total disbursements for that escrow cycle were calculated to be $2,680.46, which if spread over a twelve month period was equal to $223.37 per month.   Moreover, please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent the escrow balance from being overdrawn.  The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the borrower’s escrow account.  Because escrow items remain your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.  The Real Estate Settlement Procedures Act (“RESPA”) allows CMS to collect an escrow cushion equal to one-sixth (1/6th) of the annual escrow disbursements (not including MIP).  If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted].   Based on the calculations from the July 22, 2016 escrow analysis, your low point escrow balance was negative $134.52. In order to reach the required escrow balance of $411.46, (the allowed 1/6th escrow cushion), CMS needed to collect an escrow shortage in the amount of $545.98.  Resultantly, that is the reason why your overall monthly mortgage payment increased by $64.74, from $515.67 to $ 580.41 effective with your September 1, 2016 mortgage payment.   Our records show that CMS received no payments from you during the month of July 2016.  Due to the delinquent status of your loan, CMS sent a mortgage assistance solicitation notice to you on August 2, 2016.  The solicitation notice informed you of the no-cost programs that were designed to assist borrowers seeking to avoid foreclosure.  Because your loan was contractually delinquent for the July 1, 2016 mortgage payment, CMS sent you the attached Notice of Intent to Foreclose (“NOI”) on August 6, 2016.  The amount to cure the delinquency at that time was $1,072.58.  Later that day, CMS received funds from you in the amount of $536.58.  Those funds were applied to your July 1, 2016 payment in the amount of $515.67, and the remaining $20.91 was placed in an unapplied status.  After the application of these funds, your loan was contractually delinquent and due for the August 1, 2016 payment of $515.67.   On August 19, 2016, CMS contacted you to collect the August 1, 2016 mortgage payment that was past due.  You advised the CMS representative that a partial payment of approximately $300.00 was mailed to CMS on August 18, 2016.  You explained that the reason you sent a partial payment to CMS was because you did not have sufficient funds to make a full mortgage payment.  You advised the CMS representative that you intended to send the balance of the payment to CMS before the end of the month.  The CMS representative informed you that because the check you sent was not sufficient to satisfy the August 1, 2016 mortgage payment, your funds would be placed in an unapplied status.    On August 22, 2016, CMS received your check number 1020, in the amount of $340.00.  Because the funds were not sufficient to satisfy the August 1, 2016 mortgage payment of $515.67, the funds were placed in an unapplied status.  After receipt of these funds your loan was due for the August 1, 2016 mortgage payment with an unapplied balance of $360.91.  Because your loan was contractually delinquent for the August 1, 2016 payment, CMS sent the attached NOI to you on September 6, 2016.  The amount to cure the delinquency at that time was $1,137.32, less the $360.91 that was held in unapplied status.    On September 12, 2016 you contacted CMS to question why your account was showing delinquent for the August 1, 2016 payment.  You informed the CMS representative you had recently sent two checks to CMS in the amounts of $340.00 and $300.00 respectively.  You explained that according to your financial institution, both checks were cashed by CMS.  You further explained that the $340.00 check was cashed by CMS on August 23, 2016, and the $300.00 check was cashed by CMS on August 31, 2016.  In an effort to assist you, the CMS representative reviewed your account history while on the phone with you.    During that phone conversation, the CMS representative confirmed receipt of the $340.00 check that was applied to your loan on August 22, 2016; however, the representative informed you that there was no record of your $300.00 check.  The CMS representative encouraged you to fax a front and back copy of the cancelled check to [redacted] so that CMS could further research the missing payment.  A review of our records determined that the CMS representative received information from you on September 16, 2016.  Regrettably, the information that was received by CMS did not include the front and back copy of your cancelled check as requested, nor did the correspondence provide CMS with your loan number.    Please be advised that it is necessary that all communication sent to CMS contain your loan number so that CMS can identify the corresponding loan in question.  Nevertheless, we realize that additional research could have been completed by CMS which may have resulted in the identification of your account.  CMS would like to take opportunity to sincerely apologize to you as the CMS representative did not reach out to you directly to request additional information necessary to locate your missing payment.    On September 21, 2016, a CMS representative contacted you to inquire about your August 1, 2016 and September 1, 2016 mortgage payments.  You informed the CMS representative that you had faxed information to CMS showing that you had already paid the August 1, 2016 payment, and that your loan should be due for the September 1, 2016 mortgage payment.  You explained that you would not be making another payment until CMS located and applied the missing payment to your loan.  Based upon the information you provided, the CMS representative understood that you were already working with another CMS representative to resolve the matter.  Accordingly, CMS took no further action but notified you that CMS would continue collection calls until the loan became contractually current.   On September 28, 2016, CMS contacted you again in an effort to collect your August 1, 2016 and September 1, 2016 mortgage payments.  During this phone conversation, you again advised the CMS representative that you had paid the August 1, 2016 payment, and had provided proof that CMS had cashed both checks you sent to satisfy the payment.  Before ending the call, you informed the CMS representative that you would not be making another payment until CMS located and applied the missing payment to your loan.    Upon receipt of your Revdex.com complaint, we have confirmed that the information you provided to CMS on September 16, 2016 was insufficient by itself to locate the missing payment as you did not provide CMS with front and back copies of the payment in question.   Nevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction, we requested that our Cashiering Department review every single check in the amount of $300.00 received by CMS between August 28, 2016 and August 31, 2016.  On October 26, 2016, the missing payment in question was located.  It was at that time that CMS determined that your check number 1022, in the amount of $300.00 did not reference your correct loan number.  This is the reason the funds were not applied to your loan.  The attached copy of your check will show the account number you referenced was [redacted] which differs from your loan number of [redacted].    Later that day, CMS began taking the necessary actions to retroactively apply the funds to your loan effective as of the original date of receipt.  Accordingly, CMS reversed the $360.91 from unapplied status and combined those funds with the recently located $300.00 for a total amount of $660.91.  Of those funds, CMS applied $515.67 to your August 1, 2016 payment, $41.24 was applied to outstanding late charges due, $40.00 was applied to property inspection fees and the remaining $64.00 was applied to your principal balance.  Because the August 1, 2016 mortgage payment was satisfied effective as of August 30, 2016, CMS has taken the necessary actions to report that your August 1, 2016 mortgage payment was received within the same month that the payment became due.   On October 27, 2016, CMS issued the attached NOI to you.  This NOI explained that your loan is in default for nonpayment of the September 1, 2016 mortgage payment and provided $1,207.24 as the amount required to cure the delinquency.  This letter also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the property.  We encourage you to remit the past due payment to CMS at your earliest convenience and to ensure that your correct loan number is referenced on your form of payment.  On October 31, 2016, CMS received your check number 1029, in the amount of $450.00.  Because the funds were not sufficient to satisfy the September 1, 2016 mortgage payment of $580.41, the funds were placed in an unapplied status.  As of the date of this letter, your loan is contractually delinquent and due for the September 1, 2016 mortgage payment for a total amount due of $1,787.65, less $450.00 in unapplied status.  Attached for your review is a copy of the loan payment history along with the loan servicing system transaction codes and definitions.   In response to your request that CMS transfer the servicing of your loan to a local loan servicer, please be advised that CMS respectfully declines your request at this time.  We respectfully submit that the practice of transferring servicing rights is standard within the industry and in compliance with applicable law.  That being said, CMS reserves its right to transfer the servicing of your loan at a later date, should CMS decide to do so.   Finally, 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.   Based on the foregoing, we believe the record is clear CMS properly applied your payments to the loan that each of your payments referenced.  It is also clear that CMS was not in receipt of the specific information requested from you to locate the missing payment and that the information you sent did not contain your loan number nor the requested front and back copies of the cashed check.  The combination of these two events prevented CMS from locating the payment in question in a timely manner.  CMS respectfully submits that after a diligent review of all payments matching the missing payment was completed, CMS was able to locate the missing payment and make the appropriate corrections to your account.  Should you have any questions or concerns regarding any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [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] Customer Advocate   CC:  Revdex.com

June 9, 2016  Original response sent via regular mail [redacted]             RE:      Loan No.:                    [redacted]             ...⇄ No.:           [redacted]                      ...⇄ 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 May 25, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry. As we understand your complaint, you allege that you authorized a payment transaction via your CMS online account on February 12, 2016, but that your mortgage payment was not debited from your bank account. You go on to say that you called CMS on February 17, 2016 and were advised by a CMS representative that you had the option to authorize another payment via your CMS online account and that you would not be assessed a late charge for your February 1, 2016 mortgage payment. Notwithstanding CMS’s confirmation, you claim that you were assessed a late charge for your February 1, 2016 mortgage payment in the amount of $47.88. Despite all of your attempts to have the late charge removed from your account, you state that CMS has not waived the late charge. Consequently, your desired resolution is for CMS to waive the late charge from your account, remove any account delinquencies that may have been reported to the credit reporting agencies, and to provide you with the contact information where you may submit inquiries and complaints about your mortgage. As a preliminary matter, please accept this correspondence as confirmation that, solely as an expression of our 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 the late charge assessed to your account in the amount of $47.88. Additionally, please be advised that CMS has not reported any account delinquencies to the credit reporting agencies in connection with your February 1, 2016 mortgage payment.That said, on February 12, 2016, our records indicate that you authorized a payment transaction via your CMS online account in the amount of $1,197.03 which was intended to be applied to your February 1, 2016 mortgage payment. Thereafter, on February 18, 2016, our records indicate that your payment was rejected due to CMS being unable to locate your bank account using the information you provided during your February 12, 2016 online payment transaction. Resultantly, CMS sent you a Payment Rejection Letter on February 22, 2016 advising you that your payment was rejected due to CMS’s inability to locate your account and to call CMS with any questions or concerns you may have. For your reference, attached hereto as Exhibit “A” please find a copy of the February 22, 2016 Payment Rejection Letter. More specifically, during your February 12, 2016 online payment transaction, you entered a bank account number of “[redacted]” (repeating the “2” digit) whereas your correct bank account number is “[redacted]” (with only a single “2”). CMS is able to determine that an incorrect bank account number was entered during your February 12, 2016 online payment transaction by comparing that particular account number to the account number used in your subsequent, successful online payment transaction on February 17, 2016. Additionally, please note that you must elect to save your bank account information each and every time you make an online payment transaction. The purpose of this function is to protect the confidentiality of the financial information you submit when making a payment, to ensure that your account information is correct, and to provide you with the opportunity to update or change your bank account information each month if you desire to do so. Resultantly, that is the reason why CMS was unable to locate your account when we attempted to debit your February 1, 2016 mortgage payment using the account number you entered during your February 12, 2016 online payment transaction. Furthermore, please note that the confirmation you receive after processing an online payment request is only notifying you that we have received your transaction request and is not a confirmation that your payment was successfully applied to your account. In other words, the confirmation you receive immediately after processing a payment request is meant to only notify you that CMS is in receipt of your request for our office to debit your bank account for a mortgage payment. It is not a confirmation that CMS has successfully debited your bank account and applied the payment towards your loan. Additionally, we would like to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month.  If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late charge will be assessed to your account.  Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. Consequently, we encourage you to remit your monthly mortgage payments to CMS on the date that they become due to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment. As of the date of this correspondence, your payment history reflects that your loan is current through June of 2016. The next mortgage payment due is scheduled to be paid on July 1, 2016 in the amount of $1,197.03. If you would like to view your recent payment activity, download a copy of your most recent billing statement or escrow analysis, or make a payment, CMS encourages you to log in to your online account by visiting https://carringtonms.com. Please note that by accessing your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mail. In closing, CMS would like 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 your account. Based on the foregoing investigation and review of your account, our records are clear that CMS has resolved all of your concerns as timely as possible and has properly serviced your account pursuant to the terms of your mortgage loan agreement and in accordance with applicable law and program guidelines. Furthermore, we respectfully submit that customers who elect to process payments through the online payment website are responsible for accurately entering the information for the bank account from which they want the loan payments withdrawn. Therefore, we encourage you to verify the account information entered into the online payment website before submitting your online payment transaction to CMS. 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 wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted]. We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.  Sincerely,   [redacted]Customer Advocate CC:      Revdex.comIMPORTANT 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 [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].

October 25, 2016     Original response sent via regular mail   [redacted]                          ...

RE:      File No.:          [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 October 4, 2016. CMS is committed to responsible lending and servicing and we would like to address any issue(s) raised in the inquiry.   At the outset, CMS would like to take this opportunity to thank you for bringing this matter to our attention. Furthermore, while CMS will thoroughly respond to the concerns raised in the complaint, please know that our office is unable to disclose any account information with you because our records indicate that you are not an authorized representative on the account. To provide our office with authorization, the borrowers can write a letter of authorization and submit it to CMS. The letter must include the following information:   Authorized Representative Name Authorized Representative Contact Number Authorized Representative Identifier/Password Authorization Expiration Date (if applicable) Printed names, date and signatures of the Borrowers   To expedite receipt of the letter of authorization, the borrowers can send it via facsimile directly to my attention. If unable to send via facsimile, the letter of authorization can also be sent via regular mail. Below please find my direct fax number and mailing address.   Fax Number:               [redacted]    Mailing Address:        Carrington Mortgage Services, LLC                                     Attn: [redacted]                                     [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, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      [redacted]             [redacted]

October 13, 2017   Original Sent via the U.S. Mail
[redacted]
[redacted]
[redacted]
[redacted]              [redacted]      [redacted]...

                      [redacted]
                        [redacted]                     [redacted]
                        [redacted]                       [redacted]
                        [redacted]                [redacted]
                        [redacted]          [redacted]   Dear Mr. & Mrs. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office on September 17, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue raised in your inquiry.   As a preliminary matter, our records indicate that on November 22, 2011, the borrower, [redacted], filed a Chapter 13 Voluntary Petition in the U.S. Bankruptcy Court Northern District of Ohio (Cleveland), case number [redacted]. The Chapter 13 Bankruptcy Plan was confirmed on March 8, 2012. On July 19, 2017, the courts granted your request to discharge all secured and unsecured debts listed on your original petition.  Accordingly, our office ceased any and all attempts to collect a debt in order to comply with any relevant automatic stay and/or discharge order associated with your bankruptcy case. 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. Consequently, it is important that you understand that this correspondence is not an attempt to collect a debt, but merely an informational response to your complaint filed with the Revdex.com.   As we understand your complaint, you allege that your monthly mortgage payment due for July 1, 2017 was made to the Chapter 13 Trustee overseeing your above referenced bankruptcy case and that the Chapter 13 Trustee submitted the monthly mortgage payment due for July 1, 2017 to CMS. You further state that CMS appears to have misapplied the payment from the Chapter 13 Trustee, and therefore your account appears to be delinquent when it should be current.  Additionally, you state that you are dissatisfied with the experience that you had with a CMS Customer Service representative. Your desired resolution is for CMS to launch an investigation into the payment application stemming from your recently discharged bankruptcy case and correct any errors.   In reviewing your account, we confirmed that there was a misapplication of funds that occurred when the CMS Bankruptcy Department completed a remediation on your account on January 9, 2017. During this remediation, payments that had been made during your Chapter 13 bankruptcy case were reversed and then reapplied to your account. When the reapplication of the payments occurred, CMS inadvertently applied more funds than originally required to your escrow, which resulted in your monthly mortgage payments appearing to be one payment delinquent and your escrow account appearing to have a surplus of $1,183.85, along with an unapplied funds balance of $333.23. The error was not identified at the time; thus, your account remained in this status until your Chapter 13 bankruptcy case was closed.   After you received your bankruptcy discharge on July 19, 2017, CMS ran an escrow analysis on your account. The analysis was run on July 21, 2017, and CMS sent you an Annual Escrow Account Disclosure Statement (“[redacted]”) following the completion of the analysis. For your reference and review, attached hereto as Exhibit “A” please find a copy of the July 21, 2017 [redacted].  The purpose of the July 21, 2017 [redacted] was to advise you of your projected escrow activity for your escrow cycle beginning October 1, 2017 and ending September 30, 2018. More specifically, the [redacted] projected that your yearly county taxes would be $5,054.98, your yearly [redacted]) insurance premium would be $114.24, and that your yearly hazard insurance premium would be $1,424.00. Correspondingly, your total disbursements for your escrow cycle beginning October 1, 2017 and ending September 30, 2018 were calculated to be $6,593.22, which if spread over a twelve (12) month period is equal to approximately $549.43 every month.   Please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain your responsibility, lenders are permitted to collect an escrow cushion in case payments due for such items exceed available funds.   Specifically, the Real Estate Settlement Procedures Act (“[redacted]”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amount. Additionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amount. If you wish to have a better understanding of [redacted], escrow accounts, or your rights as consumers, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at www.hud.gov.   Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning October 1, 2017 and ending September 30, 2018.  Correspondingly, the total escrow cushion that CMS may collect is $1,079.82, which represents approximately two (2) months of escrow payments.   Based on the calculations from the July 21, 2017 [redacted], which included the aforementioned escrow surplus amount, your low point escrow balance of $2,263.67 exceeded the amount required for your escrow cushion $1,079.82, as a result there was $1,183.85 escrow surplus in your account. Since that amount of the escrow surplus was above the federal refund threshold, the $1,183.85 was refunded to you erroneously on or about July 22, 2017.   Thereafter, on August 30, 2017, CMS reanalyzed your escrow account and sent you an updated [redacted]. For your reference and review, attached hereto as Exhibit “B” please find a copy of the August 30, 2017 [redacted]. The purpose of the August 30, 2017 [redacted] was to advise you of your projected escrow activity for your escrow cycle beginning October 1, 2017 and ending September 30, 2018. More specifically, the [redacted] projected that your yearly county taxes would be $5,054.98, your yearly [redacted] premium would be $114.24, and that your yearly hazard insurance premium would be $1,424.00. Correspondingly, your total disbursements for your escrow cycle beginning October 1, 2017 and ending September 30, 2018 were calculated to be $6,593.22, which if spread over a twelve (12) month period is equal to approximately $549.43 every month.   Based on the calculations from the August 30, 2017 [redacted], your low point escrow balance was negative $109.31. As a result, in order to reach the required escrow balance of $1,079.82, the allowed 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $1,189.13. Please note that your escrow shortage was spread over a twelve (12) month period starting with your October 1, 2017 mortgage payment. Starting with October 1, 2017, your monthly mortgage payment would increase to $1,673.73, which was comprised of $1,025.21 to be applied to principal and interest, $549.43 to be applied to your escrow account, and $99.09 to be applied to your escrow shortage.   Upon receiving your complaint on September 17, 2017, an audit was conducted on your account and the above referenced error from January of 2017 was discovered. As noted above, the error not only made your account appear to be one payment delinquent, but also resulted in an inadvertent refunding of an escrow surplus. In order to remedy the error, and as an expression of our commitment to the highest standards of customer satisfaction, CMS has advanced $1,293.76 of its own funds to bring your account current. Please note that you are not responsible for reimbursing the $1,293.76 to CMS.   On October 11, 2017, CMS reversed all payments dating back to the January 2017 remediation and credited your account with the additional amount of $1,293.76 (the amount CMS agreed to advance). CMS then proceeded to reapply all of the payments received since the January 2017 remediation (along with the aforementioned $1,293.76 credit) to your account. As a result of this payment reapplication, your account is now contractually current and next due for the November 1, 2017 mortgage payment. We would like to take this opportunity to confirm that no late fees were assessed to your account in association with the payment application error. For your review and reference is a copy of your loan payment history along with mortgage code definitions as Exhibit “C”.   In regards to a review of the credit reporting history it was determined that CMS did not make any derogatory credit reports on your credit history as you received a discharge in the aforementioned bankruptcy case. In regards to the co-borrower, [redacted], CMS did report the co-borrower as being delinquent for the month of August 2017 to the credit reporting agencies. In order to remedy this error in reporting, an Automated Universal Data (“AUD”) form was submitted to correct the derogatory report for the month of August 2017 on the co-borrower’s credit history.  A copy of the AUD is attached as Exhibit “D” for your reference.   On October 13, 2017, I personally called and spoke with the co-borrower to inform her of the findings contained in this response. Additionally, I discussed with her the escrow account and the escrow refund (which she confirmed she had received), and requested her input on how she would like to remedy the escrow shortage on the account due to the above referenced erroneous escrow refund. During this call, the co-borrower requested that we spread the escrow shortage over twenty-four (24) months in order to lower the monthly mortgage payment on the account. I informed her that CMS would reanalyze the escrow account per her request and spread any escrow shortage over twenty-four (24) months. As such, CMS ran a new escrow analysis dated October 13, 2017. As a result of that new analysis, your monthly mortgage payment starting with the payment due for December 1, 2017 will be $1,610.33.  A copy of the October 13, 2017 escrow analysis is attached as Exhibit “E” for your reference.   CMS would like to take this opportunity to sincerely apologize for the payment application error, and further apologize that your attempt to resolve the matter with our Customer Service Department failed to meet our customary high standards of customer satisfaction. That said, upon identifying the root cause of the payment application issue, CMS has taken any and all necessary steps to remedy the payment application error and reverse any negative derogatory credit reporting errors at no cost to you. Rest assured that CMS strives to accommodate all reasonable customer expectations and resolve all customer inquiries as timely as possible and that your dissatisfaction with the handling of your concern has been escalated to the management team of that particular business unit.   If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O. Box 5001, Westfield, IN 46074 or fax your correspondence to (800) 486-5134.   Please note that pursuant to Consumer Financial Protection Bureau guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty (60) 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 your complaint. If you have any further questions, please contact the undersigned at [redacted] or via his direct line at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,        
[redacted] Customer Advocate   CC:      Revdex.com     Important Disclosures   -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-4567 between 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.       -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.     -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-5474.     -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.O. Box 5001, Westfield, IN  46074.  Please include your loan number on all pages of the correspondence.   You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time. You may also visit our website at https://carringtonms.com/.     Tell us why here...

August 17, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Property Address: [redacted]
Dear Ms. [redacted]:
The Customer Advocate...

Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 22, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you allege that your father passed away and that you have provided all of the documents required by CMS to add you as an authorized representative on the account. You go on to say that you called CMS for an update about a week after you submitted the documents and the representative advised you that we were in receipt of the documents and to allow for up to thirty (30) days to process your request. Consequently, your desired resolution is to be added as an authorized representative on the account and for CMS to allow you to assume the loan under the current terms.
As a preliminary matter, our records indicate that you are not an authorized representative on the account as of the date of this correspondence. Additionally, please accept this correspondence as confirmation that CMS is in receipt of the Order of Summary Administration and of the Order Determining Protected Homestead Status of Real Property, both signed on May 29, 2015 by Judge [redacted] of the Circuit Court for [redacted] – Probate Division.
That said, our records also indicate that you have called CMS on several occasions. Specifically, you called our office on June 15, 2015, June 22, 2015, June 23, 2015, June 30, 2015, July 22, 2015, and August 17, 2015. After a review of the phone call recordings, please note that all of the CMS representatives have correctly advised you that in order to become an authorized representative on the account, CMS needs a copy of the death certificate for the borrower, [redacted], a copy of your birth certificate, and a letter of authorization from you that includes your name, your contact number, and your password/identifier. Please note that CMS is not asking that you resubmit a copy of the Order of Summary Administration or of the Order Determining Protected Homestead Status of Real Property.
Moreover, while we understand your frustration with this process, please note that CMS must adhere to all governing laws and regulations before disclosing any account information to an unauthorized representative. Also, in order to expedite receipt of the additional documents and for CMS to add you as an authorized representative on the account, please make certain to fax the additional documents directly to my attention at [redacted]. Once you have faxed the additional documents, please call me directly at [redacted] so I may confirm receipt. Furthermore, please also know that CMS will do everything in its power to process your request within a reasonable timeframe not to exceed thirty (30) days from the date of receipt of the additional documents.
Lastly, please note that once you are added as an authorized representative on the account, you may then submit your loan assumption eligibility request. Upon receipt of your request, our Customer Service Research Department will generate an Assumption of Mortgage packet for your review. You may submit your loan assumption eligibility request directly to our Customer Service Research Department via fax at [redacted]. Please make certain to include your name and the loan number on every page of your request.
As a result of our investigation, we find no evidence of wrongdoing on CMS’s behalf. While we understand you would have preferred a different outcome, we respectfully submit that all of the CMS representatives have been professional and correctly advised you of the additional documents required to add you as an authorized representative on the account.
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

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 January 16, 2015. CMS is committed to responsible lending and servicing and wewould like to address any...

concerns you may have. The following is our response to the issuc(s)raised in the inquiry.At the outset, please note that the servicing of tlus Federal Housing Administration ("FHA")insured loan transferred from [redacted] ("[redacted]") to CMS on or about August 2, 2014.Attached for your ease of reference is a copy of the August 3, 2014 Notice of Service Transfer("Hello Letter") sent to you by CMS. At the time of the service transfer your loan was showingdue for the August 1, 20 14 payment.W c understand from the complaint, that you have experienced difficulty making paymentsthrough CMS's website and were allegedly charged a fee for makjng your payments bytelephone. Additionally, you have expressed dissatisfaction with the frequency and content ofthe responses you claim you received from several CMS representatives by telephone.In order to address your concerns, we reviewed CMS's call and online payment subnlissionrecords. First, CMS's records reflect that it has waived four $5.00 speed pay charges and onlyassessed one that related to the payment submitted by telephone on December 3, 2014. Second,the records do reflect that you attempted to submit payments through the online portal for themonths of September, November, December and January. However, shortly after each of yourattempts to make the payments, CMS was informed by your bankjng institution that either theABA routing number or the checking account number was inaccurate.As a result of your banking institution's communications, CMS placed a block on your onlineaccount. CMS's records further reflect that you contacted CMS Customer Service during theabove-mentioned months and requested that the block be removed. CMS complied with yourrequests and unblocked the account following each of your calls. Attached for your ease ofreference are the letters CMS sent advising you of the notifications CMS received from yourbank regarding the incorrect ABA routing or checking account number entered through CMS'swebsite.CMS's records do reflect that on December 9, 2014 and January 22, 2015, you contacted CMSCustomer Service requesting to speak to a supervisor. During the December 9th call, you askedto speak to a supervisor and indicated that you had not received a call back regarding submittingpayments through the website. You were informed that a supervisor was not available but that amessage would be transferred to the supervisor to return your call. Our records reflect that duringthe transfer the call was lost. During the January 22"d call, you contacted CMS CustomerService and again asked to speak to a supervisor. Your call was transferred to the supervisor'svoice mail box and you left a message. Shortly thereafter, the supervisor who received themessage returned your call, unblocked the website access for your account and apologized forthe issues you were having.On or about January 23, 2015, CMS received your auto-draft authorization form. However, asidentified in the letter dated January 26, 2015, CMS was unable to complete the auto-draft set upbecause the January payment had not been received. Attached is a copy of the [redacted] andpayment history for your ease of reference.While your complaint suggests you are not satisfied with how the situation has been handled,CMS asserts that it clearly and consistently communicated to you on numerous occasionsregarding the notifications it received from your banking institution. We would like to take tillsopportunity to apologize for any inconvenience that you may have experienced while trying touse our automated payment options, speaking to our Customer Service Representatives and/orattempting to speak to a supervisor. We thank you for bringing this matter to CMS's attention.CMS is always looking for ways to improve service levels and your feedback is important us.Carrington Mortgage Services, LLC is committed to customer satisfaction and we look forwardto resolving any concerns you may have. We can be reached at [redacted] Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.

May 20, 2015
 
 
[redacted]
[redacted]
[redacted]
 
 
RE:      Complaint I.D. No.:    [redacted]
MLD Loan No.:         ...

[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”) regarding the above-referenced loan received in our office via email on April 24, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand your complaint, you claim that CMS failed to close your loan in time to meet the closing date of home purchase transaction which was scheduled to close concurrently with the sale of your current home on April 23, 2015.  You further claim that there were delays by CMS in the processing of your loan application and allege that CMS has not been forthcoming with you about the progress of your loan application.  In addition, you state that CMS’s inability to meet the scheduled closing date has put you at risk of having the purchase contract canceled by the sellers.  Lastly, you state that you have also incurred moving expenses and experienced a loss of income because you took time off to complete the move on the scheduled closing date.  
Upon review, our records show that on or about February 16, 2015, you applied for an FHA loan along with co-borrower [redacted] and communicated with Loan Officer, [redacted], about your loan application.  After reviewing your credit report information which indicated that you had derogatory public records and a low credit score, Mr. [redacted] and you decided to remove your name from the application and proceed with Mr. [redacted] as a sole applicant as of March 12, 2015.
 
Please note that as of the date of this correspondence CMS does not have the proper authorization to disclose account information to you.  In light of the above, CMS is unable to respond to the issues raised in your complaint without the primary borrower’s written consent to do so. To provide you with the necessary authorization, the primary borrower can write a letter which can be submitted directly to the undersigned.  The letter must include the information referenced below.
 
1.      Third Party Representative Name
2.      Third Party Representative Contact Number
3.      Third Party Representative I/Password
4.      Authorization Expiration Date (if applicable)
5.      Printed name, date and signature of the Primary Borrower
 
To expedite receipt of the letter of authorization, the primary borrower can fax it directly to the undersigned at [redacted].  Once you are added as an authorized third party on the account, CMS will be more than happy to address any concerns or issues you may have.  As always, please remember that CMS remains committed to the highest standards of customer satisfaction and will do the utmost to assist any customer with a 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,
 
Sincerely,
 
 
[redacted]
Customer Advocate
 
CC:  Revdex.com

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is in
receipt of a complaint regarding the above-referenced loan received in our office via email on
October 20, 2014. CMS is committed to responsible lending and servicing and we would like to
address any concerns you...

may have. The following is our response to the issue(s) raised in the
inquiry.
As you are aware, the servicing of this loan was transferred from JPMorgan Chase Bank N .A.
("JPMC") to CMS on or about February 4, 2014. Attached for your ease of reference is a copy
of the February 4, 2014 Notice of Service Transfer ("Hello Letter") sent to you by CMS-.that
notified you of the service transfer. At the time of the service transfer your loan was
contractually current and showing due for the February 1, 2014 payment.
It is important to note, that while CMS began servicing the loan as of February 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.
Upon receipt of your correspondence CMS has thoroughly reviewed our records and found that
CMS issued you a mortgage statement on March 14, 2014 that contained an inadvertent clerical
error that notified you that a $0.00 late fee will be charged if CMS received your April 1, 2014
payment after the sixteenth day of April.
Pursuant to the attached Promissory Note, a late fee in the amount of $21.64 was assessed to
your loan as CMS was not in receipt of the April 1, 2014 payment after the sixteenth day of the
month. On April 17, 2014, CMS received funds in the amount of $800.00, of which $758.29
was applied to the April 1, 2014 contractual payment, $21.64 was applied to the late charge, and
the remaining $25.64 was applied as a principal curtailment.
Upon discovering tills inadvertent clerical error, CMS immediately reversed the funds in the
amount of $21.61 that were applied to the late fee on April 17, 2014 and applied the $21.61
towards your principal balance as an expression of our commitment to the highest standards of
customer satisfaction. We sincerely apologize for any inconvenience the incorrect mortgage
statement may have caused you.
In addition, CMS has waived the late charge from your loan to prevent any further inconvenience
to you. Attached for your review and record is a copy of your loan payment history as well as
the CMS loan servicing system payment codes and definitions.
We would like to take this opportunity to remind you that all payments are due on the first day of
each month, are considered late ac; of the second day of the month, and if not received by CMS
after the sixteenth day of the month, a late fee will be assessed to your loan. Any payment
received by CMS after the month in which the payment became due may be reported to the
credit reporting agencies as delinquent.
In the future, we encourage you to remit your payment to be received by CMS on the date that it
becomes due to prevent late fees, or derogatory credit reporting for any unexpected delays that
may arise when making your monthly mortgage payment.
While we sincerely regret that CMS's no-cost online payment option currently only allows for
the payment of funds equal to the total amount due and does not allow borrowers to pay
additional amounts towards the unpaid principal balance at this time, we can assure you that
CMS's online payment system is in compliance with applicable law. Please note that CMS is
working to enhance the online payment system to allow borrowers the option to remit additional
payments towards the principal balance.
Should you wish to make additional payments towards the unpaid principal balance, we
encourage you to remit your payments along with specific posting instructions to CMS at the
following address. Carrington Mortgage Services, Attention Payment Processing, 1610 East St.
Andrew Place Suite B-150, Santa Ana, CA 92705.
Based on the foregoing, we believe the record is clear that willie CMS had properly assessed a
late charge to your loan after the sixteenth day of the month pursuant to your Promissory Note,
CMS will honor the information provided to you within the March 14, 2014 mortgage statement
and has waived the late charge and applied the funds as you originally intended. Should you
wish to further discuss your loan due date or the various options to make your payment to CMS,
we encourage you to contact our Customer Service Research Department at (800) 561-4567 for
further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you
have any further questions, please contact the undersigned at (866) 874-5017, Monday through
Friday, 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate

October 14, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
[redacted]
RE: Loan No.: [redacted]
Complaint 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 rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on October 1, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your rebuttal, you allege that CMS’s online website did not accept your October 1, 2015 mortgage payment with an additional amount included in the payment that you intended to have applied towards your principal balance. Also, you go on to say that the Customer Service Representatives should have advised you about the online payment parameters during your prior phone calls because it would have prevented you from filing a complaint. As a result, your desired resolution is for CMS to accept your October 1, 2015 mortgage payment and to make certain that CMS’s Customer Service Representatives are aware of the online payment parameters.
Once again, CMS sincerely apologizes for any perceived unprofessional or uncooperative customer service you believe you may have received from our representatives during your attempt to determine why your online account was locked and why you were unable to make a payment towards your principal balance. Additionally, please further note that our department did address your concerns with the management team of that particular business unit so that our representatives can offer a better customer experience going forward.
Regarding your online mortgage payment, our records indicate that you made an online payment on October 2, 2015 in the amount of $1,333.39. Of that total amount, $833.39 was applied to your October 1, 2015 payment and $500.00 was applied towards your principal balance.
Furthermore, I previously advised you that you could make your monthly mortgage payment online and could include an additional payment to your principal or escrow balance on or after the monthly payment due date. Despite my best efforts, I misspoke in delivering my explanation. I intended to advise that you could make your monthly mortgage payment online as well as an additional payment to your principal or escrow balance after the monthly payment due date. We sincerely apologize for this inadvertent error and for any inconvenience you may have experienced as a result.
That said, CMS continues to offer alternate and convenient payment options that allow you to pay any desired additional amount towards your principal or escrow balance – options that have been available to you since the effective date of service transfer. Please note that all available payment options and applicable fees (if any) can be found on our website by visiting [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. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].

We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
--INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [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 25, 2016     Sent via the Revdex.com Portal and U.S. Mail:   [redacted] and [redacted]   RE:      Case...

Number:                         [redacted] Loan No.:                                [redacted] Borrower:                                [redacted] Borrower:                                [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”) and received in our office via email on April 28, 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 the prior servicer foreclosed on the property and should have sent you a 1099. On the 1099 that CMS issued, you believe that CMS incorrectly indicated that the property was abandoned and that the outstanding principal balance is $205,278.39. You also indicate that CMS advised you in a prior correspondence that this loan is FHA insured. However, when you contacted FHA, you state that FHA informed you this loan is no longer FHA insured. Finally, you claim that CMS sent you correspondence indicating that you owe money on a foreclosed property and that CMS will not remove the delinquency reported on your credit profile.   At the outset, please note that the Customer Advocacy Department originally received your complaint filed with the Consumer Financial Protection Bureau (“CFPB”) in our office on December 4, 2014, which raised many of the same issues as this complaint. A copy of the CFPB response letter is enclosed.   In the CFPB response, CMS indicated that you do not owe any money on the loan due to the foreclosure sale held in January 2014. CMS also indicated that it retained insurance funds totaling $129,724.33 for fire damage that occurred at the subject property on or about February 15, 2011. The funds were retained pursuant to the terms of the Note and Security Deed both dated March 6, 2008 and because your property was covered by lender-placed insurance which did not provide coverage for your personal belongings when the damage occurred. In addition, CMS correctly indicated previously that this loan is FHA insured as it originated as an FHA insured loan. However, due to the fire damage that occurred at the property, CMS could not convey this property to the U.S. Department of Housing and Urban Development (“HUD”) post-foreclosure sale. On June 22, 2015, CMS was approved to remarket the property via a Real Estate Owned (“REO”) sale. Thus, on June 25, 2015, the loan was converted from FHA insured to conventional.   In the complaint, you indicate that the prior servicer should have issued the 1099 because they were servicing the loan when the foreclosure sale was held. As you may recall from the prior response, the servicing of this loan transferred from [redacted] (“[redacted]”) to CMS on August 1, 2014. When the servicing of a loan transfers in the same tax year that a foreclosure sale was completed, the acquiring servicer is responsible for issuing the 1099.   Although [redacted] had completed the foreclosure sale for the subject property on January 7, 2014, the post-sale servicing functions were not completed when the servicing of this loan transferred to CMS. As of the date of this letter, the post-sale servicing functions for this loan have been completed.   On or about February 16, 2016, CMS sent you a 1099A for the tax year 2015. In box 1 of the 1099A, CMS indicated that the date of acquisition or knowledge of abandonment was June 22, 2015. CMS reported June 22, 2015 as the date of acquisition due to a clerical error. In box 2, CMS indicated that the outstanding principal balance at the time of sale was $205,278.39. Finally, in box 3, CMS indicated that the fair market value of the property was $0.00.   After reviewing our records, we determined that CMS should have provided you with a 1099A for tax year 2014 instead of 2015. In order to correct this issue, CMS will need to prepare corrective 1099A forms for tax years 2014 and 2015. The 1099A for tax year 2014 will reflect a January 7, 2014 acquisition date, a fair market value of $21,840.00, and an outstanding principal balance at time of sale of $205,278.39. CMS will reissue a corrected 1099A for tax year 2015 reflecting an outstanding principal balance of $0.00 with no date of acquisition.   CMS contacted the IRS and requested corrective 1099A forms for tax years 2014 and 2015. However, CMS was informed that it will take up to ten business days for the forms to arrive at CMS. Once the 1099A forms for the tax years 2014 and 2015 are received, CMS will make corrections to both forms and send them to you immediately.   If you would like to check on the status of the 1099A forms, we encourage you to contact the undersigned at [redacted] Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Regarding your assertion that CMS reported your property as abandoned on June 22, 2015, please note that box 1 of the 1099A requires CMS to report the date of lender’s acquisition or knowledge of abandonment. Since the foreclosure sale was held on January 7, 2014, CMS is required to report the date of acquisition as January 7, 2014.   Finally, regarding your assertion that CMS will not remove the delinquency reported on your credit profile, please note that CMS submitted an Automated Universal Data (“AUD”) form to the major credit agencies in December 2015 which removed anything previously reported by CMS. Since the foreclosure sale occurred prior to the August 1, 2014 servicing transfer, CMS is unable to make any corrections to your credit profile as reported by the prior servicer. For your ease of reference, a copy of the Experian Credit Profile Report dated May 23, 2016 is enclosed.   We trust that this communication addresses all of the concerns noted in the complaint.  Carrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may have. We can be reached at [redacted] Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.     Sincerely,     [redacted] Customer Advocate   Enclosures: CFPB Response Letter Experian Credit Profile Report dated May 23, 2016

August 7, 2015
 
 
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
 
RE:      Complaint ID No.:      [redacted]
Loan No.:  ...

                 [redacted]
Property Address:       [redacted], [redacted]  [redacted]  
 
Dear Mr. and Mrs. [redacted]:
 
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on July 14, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand your complaint, you claim that your loan was sold to CMS on April 24, 2015 and that property taxes due May 2015 were not paid by CMS.  In addition, you state that since your loan is escrowed, you contacted CMS and spoke with a CMS representative named [redacted], who assured you that the matter would be researched and a request to pay the taxes due would be completed.  You go on to say that, shortly after, CMS sold your loan to another company and did not pay the property taxes due prior to this service transfer.  Lastly, you express concerns and frustration with CMS regarding this matter.
 
Upon review, our records show that the servicing of this loan was transferred from [redacted] (“[redacted]”) to CMS on or about April 24, 2015.  Attached for your ease of reference is a copy of the May 1, 2015 Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer.  At the time of the service transfer your loan was in default and showing due for the January 1, 2015 payment.
 
Please note that, while CMS began servicing the loan on April 24, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition.  This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date. 
 
Upon further review, the records show that after the service transfer CMS set up your escrow account with the next tax payment due on January 2016.  At the time, it was CMS understands that the tax bill due in May 2015 had been paid prior to the service transfer in April 2015.  A copy of the escrow analysis completed by CMS on June 11, 2015 is attached for ease of reference. 
 
On June 25, 2015, CMS received an email from you indicating that you were not interested in applying for a loan modification and also stated that you planned on bringing your loan fully current in September 2015 as you would be eligible to withdraw funds from your 401K. In the meantime, you would make a monthly payment each month on your loan.  In addition, you stated that you had received notification that your taxes due May 2015 had not been paid and requested that this matter be reviewed and a reply be sent to you via email with the date of when your taxes would be paid by CMS.  The recipient of this email replied to you and provided you a fax number to send a copy of your delinquent tax notice directly to the tax department at [redacted].  In addition, you were encouraged to call CMS Customer Service directly at [redacted] to discuss any further questions and concerns.
 
Subsequently on July 7, 2015, you called CMS to inquire about the past due taxes.  At that time, the matter was escalated to the Tax Department Manager for review and resolution.  Subsequently, on or about July 10, 2015 your loan was service released to [redacted], at [redacted]  [redacted].  A copy of the transfer notification letter dated June 9, 2015 is attached for ease of reference.  At the time of the service transfer your loan was showing contractually due for the March 1, 2015 payment.  Regrettably, the loan was service released before CMS could complete the advance to pay the aforementioned tax bill.
 
On July 14, 2015, CMS called you and informed you that CMS would not be paying the aforementioned taxes due to the service release and provided you contact information for the new servicer [redacted] who would be addressing the tax bill matter going forward. 
 
On August 5, 2015, I made contact with your new servicer [redacted] who has informed me that they have been in contact with you and are aware of the tax bill due.  In addition, they are currently in the process of advancing payment of for your property taxes due in the amount of $2,318.63 and have also confirmed that you will not be responsible for any penalty due to the delay in payment.
 
Based on the foregoing, we acknowledge that CMS missed opportunities to provide you with a more timely response to your request and to complete payment of the property taxes due in May 2015.  We would like to take this opportunity not only to express our sincere apologies for any inconvenience that you may have experienced in this matter, but also to thank you for bringing this matter to CMS’s attention.  CMS is always looking for ways to improve service levels and your feedback is important us. 
 
 
We trust that this communication addresses all of the concerns noted in the complaint.  Should you have any further questions or concerns regarding the tax payment in question, we encourage you to contact [redacted], Customer Service Department at [redacted], Monday through Friday, 6:30 AM to 6:00 PM, Pacific Standard Time.   
 
Sincerely,
 
 
[redacted]
[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 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].
 
New York:
New York City Department of Consumer Affairs License Number 1264739
 
This Collection agency is licensed by the City of Buffalo license numbers: 555177 & 555176
 
For New York residents: You may file complaints about CMS with the New York State Department of Financial Services. You may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at [redacted]. Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services.

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 as long as they do what they have said and send me the most updated information reflecting the adjustments.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

September 23, 2015
 
 
[redacted]       
[redacted]
 
 
RE:      Complaint ID:             [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 rebuttal filed with the Revdex.com received in our office via email on September 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 issue(s) raised in the inquiry.
 
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, CMS acknowledges that you contacted CMS prior to the loan service transfer to inform us of the non-payment of your May 2015 tax bill.  As mentioned in our previous correspondence dated August 7, 2015, due to an inadvertent clerical error CMS scheduled the next tax advance payment for January 2015.  At the time, CMS’s understanding was that this aforementioned tax bill had already been paid by the prior servicer.  Regrettably, CMS was unable to correct and make the payment to the tax agency before your loan was service transferred to [redacted] on July 10, 2015.  However, we were able to confirm with the new servicer that on August 7, 2015, a payment in the amount of $2,318.63 was sent to the [redacted] County Treasurer for your May 2015 tax bill.  It is important to note that you were not charged any penalties for this late payment.      
 
Upon further review, we could not find any evidence to support your claim that CMS would not accept any payments from you unless you signed a loan modification.  The records show that on June 2, 2015, you called CMS and during this call, you discussed the delinquency of your loan with the CMS Collections Department.  At the time your loan was due for the January 1, 2015 payment, and you indicated that you could only make one payment due to loss of income because your husband was on strike.  The CMS representative suggested mortgage assistance and informed you about the programs available and also sent you a Request for Mortgage Assistance Package (“RMA”) on that same day.  Thus, while it is true that we would not permit you to make only one of the payments due at that time without making arrangements as to the remaining payments, we did not require that a loan modification be entered into as a condition of your making the appropriate payment arrangements.
 
Additionally, we could not find any evidence to support your claim that a CMS representative knocked on your door.  Per the established loan service policy and procedure, CMS is required to complete property inspections on loans that are thirty (30) days or more past due; therefore, CMS did complete property inspections on May 15, 2015, June 12, 2015 and July 11, 2015.  Our records indicate that these were “drive-by” inspections and no contact was made with you by the assigned inspector.      
 
We acknowledge that CMS missed opportunities to address your inquiry and concerns about the non-payment of your property taxes in a more expeditious manner and regret that we did not have the opportunity to provide you with a more timely resolution.  Please let us take this opportunity to once again sincerely apologize for the inconvenience you may have experience in this matter.  
 
We trust that this communication addresses all of the concerns noted in the complaint.  Should you have any further questions or concerns regarding the tax payment in question, we encourage you to contact [redacted], Customer Service Department at [redacted], Monday through Friday, 6:30 AM to 6:00 PM, Pacific Standard Time.   
 
Sincerely,
 
 
[redacted]
 
CC:      Revdex.com
 
 
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
 
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
 
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
 
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
 
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
 
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
 
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
 
 
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
 
New York:
New York City Department of Consumer Affairs License Number 1264739
 
This Collection agency is licensed by the City of Buffalo license numbers: 555177 & 555176
 
City of Yonkers Debt Collection Agency License Number: 9717
 
For New York residents: You may file complaints about CMS with the New York State Department of Financial Services. You may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at [redacted]. Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services.

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]

Dear Ms. [redacted] and Mr. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 23, 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 the prior servicer [redacted] (“[redacted]”) collected a monthly escrow payment for your homeowners insurance. You state that when the loan transferred to CMS your escrow account no longer included an escrow item for homeowners insurance. You then state that you became aware of this error when reviewing your account online. Your desired resolution is for CMS to refund you the $800.00 yearly insurance premium you will now have to pay.At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, 2015. At the time of the service transfer your loan was contractually current and due for the April 1, 2015 payment.Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty (60) days following a service transfer. It is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 4.25% and your monthly principal and interest payment of $569.97 remains unaltered. In addition, a condition of your Federal Housing Administration (“FHA") loan requires that you to maintain an escrow account for the payment of hazard insurance and property taxes.As a preliminary matter, a review of our records found that, due to an inadvertent clerical error, the monthly collection for your homeowners insurance was inadvertently removed. CMS would like to apologize for any inconvenience you may have experience due to this issue.Based on a review of your loan, please be advised that on May 18, 2015 CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”). For your reference, attached hereto please find a copy of the May 18, 2015 AEADS. The purpose of the May 18, 2015 AEADS was to advise you of your projected escrow activity for the escrow cycle beginning July 1, 2015 and ending June 30, 2016. More specifically, the AEADS projected that your yearly county taxes would be $1,286.73, and that your yearly mortgage insurance premium would be $1,525.44. Correspondingly, your total disbursements for your escrow cycle beginning July 1, 2015 and ending June 30, 2016 were calculated to be $2,812.17, which if spread over a twelve (12) month period is equal to approximately $234.34 every month.Please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve months, unless state law allows for a lesser amount. Additionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amount. If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted].Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning July 1, 2015 and ending June 30, 2016. Please note that CMS will only collect 1/6th of your total projected escrow disbursement for your yearly county taxes. CMS does not include the disbursement of your yearly mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amount.Based on the calculations from the May 18, 2015 AEADS, your low point escrow balance was negative $571.74. As a result, in order to reach a low point escrow balance of $214.44, the allowed 1/16th escrow cushion, CMS would have collected an escrow shortage in the amount of $786.18.Please note that your escrow shortage was spread over a twelve (12) month period starting with your July 1, 2015 payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $44.82, from $825.00 to $869.82.Later on December 18, 2015, CMS complete an annual analysis of your escrow account and sent you an updated AEADS. For your reference, attached hereto please find a copy of the December 18, 2015 AEADS. The purpose of the December 18, 2015 AEADS was to advise you of your projected escrow activity for the escrow cycle beginning February 1, 2016 and ending January 31, 2017. More specifically, the AEADS projected that your yearly county taxes would be $1,267.74 and your yearly mortgage insurance premium would be $1,499.04. Correspondingly, your total disbursements for your escrow cycle beginning February 1, 2016 and ending January 31, 2017 were calculated to be $2,766.78, which if spread over a twelve (12) month period is equal to approximately $230.56 every month.Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning July 1, 2015 and ending June 30, 2016. Please note that CMS will only collect 1/6th of your total projected escrow disbursement for your yearly county taxes. CMS does not include the disbursement of your yearly mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amount.Based on the calculations from the December 18, 2015 AEADS, your low point escrow balance was $34.46. As a result, in order to reach a low point escrow balance of $211.28, the allowed 1/6th escrow cushion, CMS would have collected an escrow shortage in the total amount of $176.92. Please note that your escrow shortage was spread over a twelve (12) month period starting with your February 1, 2016 payment. Resultantly, that is the reason why your overall monthly mortgage payment decreased by $54.65, from $869.92 to $815.27.On February 22, 2016 you contacted CMS regarding your homeowners insurance. During this conversation you stated that your homeowners insurance premium was due on March 16, 2016. You stated that the premium was previously included in your escrow account when the loan was serviced by [redacted]. The CMS representative then reviewed your escrow account and confirmed that the homeowners insurance was not included. The CMS representative advised you that CMS could include the homeowners insurance if you provided a current copy of your homeowners declaration page. During this conversation you were transferred to a CMS escrow specialist to review this issue further. The CMS escrow specialist advised you of the information you needed to provide in order for CMS to include the homeowners insurance in your escrow account. You then stated that you had changed your mind and ended the call.On February 23, 2016 you spoke with our insurance vendor, [redacted] (“[redacted]”). During this conversation you again stated that your loan had previously been escrowed for homeowners insurance. The [redacted] representative advised you that CMS would need to update your escrow account to include your homeowners insurance before the policy could be paid from your escrow account.On March 11, 2016 CMS updated your escrow account to include your homeowners insurance. Also, on March 12, 2016, CMS disbursed a premium in the amount of $735.32, for your homeowners insurance to Ameriprise Auto and Home Insurance Co.On March 15, 2016, CMS re-analyzed your escrow account and sent you an updated AEADS. For your reference, attached hereto please find a copy of the March 15, 2016 AEADS. The purpose of the March 15, 2016 AEADS was to advise you of your projected escrow activity for the escrow cycle beginning May 1, 2016 and ending April 30, 2017, and to confirm that your homeowners insurance was included in your escrow account. More specifically, the AEADS projected that your yearly county taxes would be $1,267.74, your homeowners insurance would be $735.32, and your yearly mortgage insurance premium would be $1,499.04. Correspondingly, your total disbursements for your escrow cycle beginning May 1, 2016 and ending April 30, 2017 were calculated to be $3,502.10, which if spread over a twelve (12) month period is equal to approximately $291.84 every month. We note here that CMS chose to only collect for an escrow cushion in the amount of $333.84.Based on the calculations from the March 15, 2016 AEADS, your low point escrow balance was negative $401.06. As a result, in order to reach a low point escrow balance of $333.84, the allowed 1/6th escrow cushion, CMS would have collected an escrow shortage in the total amount of $734.90. Please note CMS spread the escrow shortage over thirty six (36) month period to make the payment more affordable effective with the May 1, 2016 payment. As a result of your request to add the homeowners insurance to your escrow account, your overall monthly mortgage payment increased by $66.95, from $815.27 to $882.22.In closing, based on our review CMS confirmed that at the time your loan was transferred CMS failed to include your homeowners insurance in your escrow account. We would like to thank you for bringing this matter to our attention, and ask that you accept our sincerest apologies for any inconvenience this processing error may have caused you. With regards to your request to be reimbursed for the yearly insurance premium, CMS had confirmed that the policy effective from March 21, 2016 to March 21, 2017, had not been paid in full, and subsequently CMS paid this policy from your escrow account. Therefore CMS must decline your request to be reimbursed for this premium.Please further note that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.Sincerely,[redacted]Customer Advocate

March 2, 2017   Original Sent via Regular Mail   [redacted]
[redacted]
[redacted]
[redacted]               RE:      Loan No.:...

                   [redacted]                         Property Address:       [redacted]                         Complaint ID:             [redacted]                         Dear Mr. and Mrs. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint regarding the above-referenced loan received in our office electronically via the Revdex.com (“Revdex.com”) on February 10, 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.   This notice is intended only for the person(s) to whom it is addressed.  Please do not read or copy this notice if you are not that person(s).  If you received this notice in error, then please notify CMS immediately, and return the notice to us as soon as possible.   For further information please contact: Customer Service Department Carrington Mortgage Services, LLC P.O. Box 5001 Westfield, IN 46074 Telephone (800) 561-4567   Carrington Mortgage Services has the right to enforce the Note evidencing the debt, and has the right to receive payment of the debt for and on behalf of the owner of the debt.   Please note that this letter and the related documents are provided for informational purposes only, and in response to your inquiry.    As we understand the complaint, you claim that you recently received a letter from CMS notifying you of an increase in your monthly escrow payment for property taxes due in December 2017.  You claim that you were awarded a homestead exemption by the [redacted] County [redacted] Courthouse (the “County”) which applies to the current tax year.  You claim that you have an official print-out from the County that shows your newly projected property taxes for 2017 at $1,774.01, and your 2016 taxes were paid out at $3,659.03.    Thus, you claim that your escrow account should not be showing a shortage and your payments should actually decrease.  You claim that you called CMS on February 8, 2017 to inform them of the homestead exemption and the representative stated that CMS cannot update your tax information without a bill.  Further, you claim CMS would not accept a projection of the bill from the County.  You claim CMS is intentionally creating a surplus in your escrow account by using inaccurate estimates and ignoring the information provided by the County.  You claim that this is being done to increase CMS’s profits through interest bearing accounts containing escrow funds.   Your desired resolution is for your CMS to perform an escrow analysis using the tax projection for 2017 provided by the County to update the escrow portion of your monthly payment.  You further request that the escrow portion of your payment not exceed 1/6 of the total annual projected escrow disbursements, or $464.96.   First, to the extent that the statements in your letter consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are denied.   Our records indicate that CMS acquired the servicing of your loan on December 1, 2016.  At the time of the service transfer, your monthly payment totaled $1,701.57.  The escrow portion of your payment was $362.88.    The federal Real Estate Settlement Procedures Act, 12 U.S.C. § 2605, et seq. (“RESPA”) and its implementing regulations govern the maintenance of escrow accounts. When a loan is acquired, the lender is required to conduct an escrow analysis within sixty (60) days from the acquired date.  Pursuant to 12 C.F.R. § 1024.17(e), CMS completed the first escrow analysis for your account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”) on January 31, 2017.  For your reference, attached is a copy of the January 31, 2017 AEADS.  The purpose of the AEADS was to advise you of the projected escrow activity for the escrow cycle beginning March 1, 2017 and ending February 28, 2018.    The AEADS projected that your yearly county taxes would be $3,659.03, and your yearly homeowners insurance premium would be $1,015.76.  Correspondingly, the total disbursements for your escrow cycle beginning March 1, 2017 and ending February 28, 2018 were $4,674.79, which if spread over a twelve month period is equal to approximately $389.56 per month.   Moreover, please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in the escrow account to prevent the escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.   Specifically, RESPA authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve months, unless state law allows for a lesser amount. Additionally, when the escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amount. If you wish to have a better understanding of RESPA, escrow accounts, and you rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at www.hud.gov.   Therefore, CMS was authorized to collect no more than 1/6th of your total projected escrow disbursement for the escrow cycle beginning March 1, 2017 and ending February 28, 2018 as an escrow cushion.  Correspondingly, the total escrow cushion that CMS was allowed to collect was $779.12, which represents two months of escrow payments.  Based on the calculations from the January 31, 2017 escrow analysis, your low point escrow balance was a negative $759.80.  In order to reach the required escrow balance of $779.12, the allowed 1/6th cushion, CMS needed to collect an escrow shortage in the amount of $1,538.92.  Resultantly, that is the reason why your overall monthly mortgage payment increased by $190.92, from $1,701.57 to $1,892.49 effective with the March 1, 2017 mortgage payment.   It is also important to note that the AEADS projected the correct tax amount that was paid on November 4, 2016 of $3,659.03 by the prior servicer.  The County’s website also shows the taxes billed at $3,659.03.  A copy is enclosed for your reference.  The property taxes projected for 2017 are not available on the County website.    Unfortunately, the document you claim you received from the County that reflects your homestead exemption for 2017 was not included with your complaint. A further review of our records also indicates that CMS never received the above referenced tax documentation.    On February 8, 2017, you contacted CMS to advise that you had filed for homestead exemption and your county would taxes would be reduced to $1,774.01.  The CMS representative informed you that your call would be transferred to CMS’s Tax Department for further assistance.  As you requested, your call was transferred to CMS’s Tax Department wherein the tax specialist reviewed your account and informed you that CMS was unable to update your projected tax amount without a tax bill from your county assessor.    On February 23, 2017 CMS attempted to contact the [redacted] County Tax Assessor for assistance in determining the correct 2017 tax amount.  CMS received a response from Ms. Angelia [redacted] from the [redacted] County Tax Assessor on February 28, 2017 that advised CMS that because their records indicated you did not become the owner of the property until after October 1, 2016, you were not eligible for a homestead exemption for the Tax Year 2016.  The [redacted] County Tax Assessor showed the owner as Harris Doyle Homes, Inc. prior to that date.  CMS was further advised that you will be eligible for a homestead exemption beginning on October 1, 2017.  Ms. [redacted] also informed CMS that your estimated taxes for 2017 are $1,774.01.   As a result, CMS adjusted the projected county tax amount to $1,774.01 and completed a new escrow analysis on March 2, 2017.  The purpose of the AEADS was to advise you of the projected escrow activity for the escrow cycle beginning April 1, 2017 and ending March 31, 2018.  Specifically, the escrow analysis projected that their yearly county taxes will be $1,774.01 and your yearly homeowners insurance premium would be $1,015.76.  Correspondingly, the total disbursements for this escrow cycle were calculated to be $2,789.77, which if spread over a twelve month period is equal to $232.48 per month.     Based on the calculations from the March 2, 2017 escrow analysis, your low point escrow balance was negative $160.26.  In order to reach the required escrow balance of $464.93, the allowed 1/6th cushion, CMS needed to collect an escrow shortage in the amount of $625.22.  Resultantly, that is the reason why your overall monthly mortgage payment decreased by $233.22, from $1,892.49 to $1,659.27 effective with the April 1, 2017 mortgage payment.   Please keep in mind that when the property taxes are billed for December 2017, your payment may increase as the amount actually billed may be different.   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.   Based on the foregoing, we believe the record is clear that CMS did not intentionally create a deficit in your escrow account by using inaccurate estimates.  CMS properly analyzed your account based on the 2016 property tax payment records in accordance with RESPA guidelines. Once CMS was able to obtain the estimated 2017 tax amount from the [redacted] County Tax Assessor, CMS adjusted the projected tax amount and completed a new escrow analysis as you requested.  If you wish to contact CMS regarding the administration of your loan or if you have any specific loan servicing concerns, you may contact our Customer Service Department at (800) 561-4567, Monday through Friday, form 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 (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.     Sincerely,     [redacted] Customer Advocate   CC:      Revdex.com

[redacted]RE: Loan No.:Borrower:Property Address:Complaint l.D. No.:Dear [redacted]The Customer Advocate Department of Carrington Mortgage Services, LI.C ( .. CMS") is inreceipt of a complaint...

filed with the Revdex.com regarding the ahovc-refcrcm:ed loanreceived in our office via email on February 7, 2015. CMS is committed to n.:[redacted] lendingand servicing and we would like to address any concerns you may haw. The li.> llowing is ourresponse to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this Federal Housing Administration ("FHJ\")insured loan was transferred from [redacted]e Inc. ("[redacted]") to CMS on November 4, 2014. OnNovember 19, 2014, a Notice of Service Transfer ("Hello Letter") was issued notifying you ofthe service transfer to CMS. At the time of the service transfer your loan was contractuallycurrent and showing due for the November 1, 2014 mortgage payment in the amount of$1,525.22.A review of our records found that the total amount of mortgage interest that was paid during the2014 calendar year was $584.45. Because you paid less than $600.00 or mongagc interestduring the 2014 year, CMS is not required to issue you an Internal Revenue Service ( .. IRS"')form 1098 ("Year End Mortgage Interest Statement"). For your ease of reference, is the belowdetailed payment ledger showing all payments received by CMS for the 2014 year as well as the2015 Year to Date ("YTD") amounts.While CMS is unable to provide you with tax advice, we encourage you to access the IRS's 2014Tax Information for Homeowners publication online at [redacted]which outlines the minimum interest paid requirement of $600.00. This information can befound on Page seven (7), column three (3 ), Mortgage interest Statement that reads as follows:If you paid $600 or more of mortgage interest (including certain points and mortgageinsurance premiums) during the year on any one mortgage to a mortgage holder in thecourse of that holder's trade or business, you should receive a Form 1098 or similarstatement from the mortgage holder. The statement will show the totaL interest paid onyour mortgage during the year.Should you have any questions regarding whether you may claim the mortgage interest of$584.45 that was paid to your loan in 2014, we encourage you to consult the tax professional ofyour choice.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loanand is not required to issue a Year End Mortgage Interest Statement for interest paid amountsless than $600.00. Should you wish to further discuss any aspect of your loan, we encourage youto contact our Customer Service Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. II' youhave any further questions, please contact the undersigned at [redacted]. Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.[redacted]Customer Advocate

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

recieved a letter from Carrington & have been in contact with them...this complaint has been resolved.
Regards,
[redacted]