Carrington Mortgage Services LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]Where to begin with all the lies!  I have in fact faxed over all my document that was sent to me from [redacted],you stated I LIED and never faced over my paperwork. If you are so great in details where is the log where I called and was told you had received my paper work and it was still being reviewed. Now the 210 isn't for inspection fees? It's an advance fee?  This has been the worst horrible customer service I have received. If you would have a number to contact and speak to you I would have called and made sure you received the paper work but when I call I am told all I can do is fax it over and wait. I still have my confirmation paper and would be happy to fax it again so I can be told wait another 30 days to recieve another nasty letter from you.  Where is the proof you spoke to [redacted]? I have the paperwork they fax me. If you can show me that I will be happy to let it go and pay what I am owed. I do have the letter that [redacted] sent me showing my lower payment which I would be happy to refax again

The Customer Advocate Department of Carrington Mortgage Services, LLC ('"CMS .. ) is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the abovereferencedloan received in our office via email on February 11, 2015. CMS is committed toresponsible lending and servicing...

and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this loan was transferred from [redacted] to CMS onOctober 2, 2014. On October 6, 2014, a Notice of Service Transfer ("Hello Letter") was issuednotifying you of the service transfer to CMS. At the time of the service transfer your loan wascontractually current and showing due for the November 1, 2014 mortgage payment in theamount of $1 ,303.83. This monthly mortgage payment was made of a principal and interestamount of $913.60 and a monthly escrow collection of$390.23. Your unpaid principal balancewas in the amount of$168,413.51 and the escrow account contained a balance of$2,249.86.A review of our records found that on October 23, 2014, CMS received funds in the amount of$1,304.00 which were applied to the payment that would become due on November L 20 14 inthe amount of $1,303.83 and the remaining $0.17 was applied towards your principal balance.The application of this payment brought your escrow balance to $2,640.09.Also on October 23, 2014, CMS's Insurance Vendor, [redacted] Corporation("[redacted]") received a renewal declarations page from [redacted] and [redacted]"), policy number [redacted], with a due date of November 5, 2014 with an annualpremium in the amount of $376.91. Because the annual premium was due, CMS disbursed$376.91 from your escrow account which brought your escrow balance to $2,263.18.Three business days later, [redacted] received a policy change notice f'rom 1\J\lll. policy number[redacted], with a due date of November 5, 2014 with a decreased annual premium in theamount of $317.44. It is important to note that while the company, policy number and due dateremained the same. [redacted] documented the loan with the new annual premium amount but didnot pay the premium a second time as a premium was already disbursed for the original amountwhich was higher.On November 21 , 2014, CMS completed an escrow analysis for your loan as the Real EstateSettlement Procedures Act ("RESP A") requires that an escrow analysis be completed withinsixty days of the service transfer. This escrow analysis projected for the payment of your annualproperty taxes of $3,557.86 in December 2014 and annual hazard insurance of $376.91 to bepaid in November 2015. The total annual escrowed items projected to be $3 ,934.68 weredivided over twelve months and resulted in a monthly base escrow collection or $327.89.The projected low point balance of $-1,232.37 was determined to occur in November 201 5.Because RESP A guidelines allow CMS to maintain a minimum low point balance equal to onetwelfth of the annual escrowed items, your account was required to have a the low point balanceof$327.89 which created an escrow shortage of$1,560.26. ($1,232.37 + $327.89 = $1,560.26)This escrow shortage of $1,560.26 was spread over twelve months and resulted in a monthlyescrow shortage collection of$130.02 ($1,560.26 I 12 = $130.02). Your new payment effectiveJanuary 1, 2015 was determined to be $1,371.51, a breakdown ofwhich is as follows.Principal and Interest: $ 913.60Monthly Base Escrow: $ 327.89Monthlv Escrow Shortage: $ 130.02Total Payment Effective January 1, 2015 $ 137.51On November 29, 2014, CMS received funds in the amount of $1 ,303.83. These funds wereapplied to the mortgage payment that would become due on December 1, 2014. This paymentapplication brought your escrow account balance to $2,653.41.On December 1, 2014, you contacted CMS and during this phone conversation, you explainedthat your property taxes should be decreased significantly as a result of a lower assessment of theproperty. You also explained that your hazard insurance would also be lowered. The CMSrepresentative discussed your escrow account in detail and provided you with the fax number tosend your updated insurance information to [redacted].The CMS representative explained the recent escrow analysis and provided you with the escrowshortage amount of $1 ,560.26. You were specifically infom1ed that should you send CMS fundsintended for the escrow account, that the payment instructions should be clearly ind icated on theform of payment and that you should follow up with CMS to ensure th:H the payment wasapplied to the escrow account and to request a new escrow analysis to be completed.On December 4, 2014, CMS received funds in the amount of $1,560.26. These funds wereinitially applied to the January 1, 2015 mortgage payment of $1,371.51 and the remaining$188.75 was applied towards the unpaid principal balance. On December 5, 2014, CMSreceived a letter from you requesting that the funds $1,560.26 be applied to your escrow accountand that a new escrow analysis be completed to avoid an increase to your monthly mortgagepayment. This letter also notified CMS that although the assessed value of the propertydecreased, that your property taxes would increase to $3,702.50 annually.On December 8, 2014, the $1,560.26 that was received on December 4, 2014 was reversed andapplied to your escrow account. This brought the loan back due f()r the .January 1. 201 5mortgage payment. A task was opened that directed CMS's Escrow Department to complete anew escrow analysis on December 9, 2014.On December 11,2014, CMS received a partial payment in the amount of$144.67. This partialpayment was applied towards your principal balance. On December 16, 2014, you contactedCMS and informed the CMS representative that the $144.67 was intended to be applied to theescrow account. The CMS representative opened a request to the Cashiering Department toreverse the $144.67 from the principal balance and apply it to the escrow account.The next business day, which was December 19,2014, CMS completed a new escrow analysis ofyour loan. CMS is able to confirm that, due to a clerical error, the new analysis wasinadvertently completed before the loan was updated with the new property tax and insuranceamounts and before the $144.67 was reversed from the principal balance and applied to yourescrow account.Because the escrow analysis projected the taxes and insurance to be paid for the same amountsand the same due dates, the escrow analysis determined there was no escrow shortage. Thisresulted in a decrease to your monthly mortgage payment from $1,303.83 to $1,241.49 effectivewith the January 1, 2015 mortgage payment, a breakdown of which is as follows.Principal and Interest: $ 913.60Monthly Base Escrow: $ 327.89Total Payment Effective January 1, 2015 $ 1,241.49On December 24, 2014, CMS received funds in the amount of $1,371.51 which were applied tothe January 1, 2015 mortgage payment of $1,241.49 and the remaining $130.02 was appliedtowards the unpaid principal balance. The same day, CMS disbursed $3.702.50 from yourescrow account for the payment of your property taxes. On January 7. 2015. CM S re versed the$144.67 from the principal balance and applied the funds to your escrow account.On January 23, 2015, CMS completed a new escrow analysis of your loan along with the statemass analysis. The effective date of this new escrow analysis was March 1, 2015. This escrowanalysis determined that even after the $144.67 was applied to your escrow account, that theescrow account contained an escrow shortage of $47.50. This shortage was spread over twelvemonths and resulted in an increased mortgage payment of$1,257.50 effective with the March 1,2015 mortgage payment, a breakdown of which is as follows.Principal and Interest: $ 913.60Monthly Base Escrow: $ 339.95Monthly Escrow Shortage: $ 3.95Total Payment Effective March 1, 2015 $ 1.257.50On January 30, 2015, CMS received funds in the amount of $1,241.49. These funds wereapplied to the February 1, 2015 mortgage payment. On February 9, 2015, you contacted CMSand stated that CMS had not properly updated your hazard insurance information. While theCMS representative attempted to provide you with information surrounding your escrowaccount, you abruptly terminated the call.Upon receiving your complaint, CMS has requested its Cashiering Department to reverse the$130.02 that was applied to from your principal balance on December 24, 2014 and apply the$103.02 to your escrow account. On February 24, 2015, the reversal and application of the rundswas completed. The same day, CMS completed a new escrow analysis or your loan anddetermined that your escrow account contained an escrow surplus of $102. 3 1. CMS is in processof refunding to you the escrow surplus, which will be sent to you under separate cover.This new escrow analysis projected for the payment of your annual hazard insurance in theamount of $317.44 and annual property taxes in the amount of $3,702.50 for a total amount of$4,019.94. Based upon the annual escrowed items, your monthly base escrow collection wasaccurately calculated to be $334.99, which is one-twelfth of the total annual escrowed items.Your new mortgage payment amount effective with the March 1, 2015 payment is $1 ,248.59, abreakdown of which is as follows.Principal and Interest: $ 913.60Monthly Base Escrow: $ 334.99Total Payment Effective March 1, 2015 $ 1,248.59We would like to take this opportunity to sincerely apologize for any inconvenience that youmay have experienced due to the inadvertent clerical error that led to CMS issuing the escrowanalysis to you prior to updating your loan with the new property tax and insurance amounts. Asof the date of this letter, your loan remains contractually current and is showing due for theMarch 1, 2015 mortgage payment of$1,248.59.Based on the foregoing, we believe the record is clear that upon receiving your correspondence,CMS has taken the appropriate measures to ensure that the correct property tax and insuranceamounts have been updated and a corrected escrow analysis has been completed. Should youwish to further discuss any aspect of your loan, we encourage you to contact our CustomerService Department at (800) 561 -4567 for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at (866) 874-5017. Monday throughFriday, 8:00AM to 5:00PM, Eastern Time. Sincerely,[redacted]Customer Advocate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Problem: I made an online payment to Carrington Mortgage on February 12, 2016. Typically I receive a confirmation email, and I did not although I had a screen shot of the confirmation #[redacted]. Over the next few days, I checked my online bank statement, but the payment was not withdrawn. Typically this happens within 24-48 hours of payment. I was concerned, so on February 17 at 6:55pm est, I called Carrington and spoke with [redacted]. She said she could see the confirmation for the online payment. But if I was concerned about my payment being posted, I could make a second payment. If the initial transaction went thru, then the second transaction would go to March's payment. I asked about a late fee, and she told me of I made a payment that same evening, which I did, THERE WOULD BE NO LATE FEE. Yet when I went to pay March's payment, the amount was $47.80 higher than it should have been, and at that time, no explanation for the higher amount. Since I am limited on space, I will abbreviate. But since then I have sent 5 emails and made 4 calls to resolve the issue. On 3/14 at 7:10pm est, [redacted] told me she could see notes of my conversation with [redacted] on 2/12, confirmed that [redacted] told me no late fee, but [redacted] could not issue credit. When I asked to speak with supervisor, I was on hold for 16 minutes before I gave up. On 4/21 5:28pm est , I called and spoke with **. When I asked to speak with a supervisor, she said and I quote "NO WAY" and hung up on me. I called back, eventually got thru to [redacted] in the escalations department who promised the credit before my May payment was due. Yet the credit was not available when I made my May payment, and now it is time for June's payment. In general, Carrington Mortgage has been a nightmare to deal with. After 8 years with [redacted], they sold the loan to Carrington. In the last 12 months I had have multiple issues with Carrington,, far more than I ever had in 8 years with [redacted].Desired Outcome: Refund of $47.80 that I was told would not be charged, then told would be credited, and still has not been resolved. Second, any subsequent corrections to my credit report to reflect the error. Last, contact information for SOMEONE at Carrington Mortgage that will actually reply and assist when needed.
Regards,
[redacted]

July 30, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [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 8, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you allege that your loan was recently sold from [redacted] (“[redacted]”) to CMS. Shortly thereafter, you claim that CMS informed you that your monthly mortgage payment would increase in order to collect an escrow cushion. Also, you say that you called CMS to inquire if we could remove the escrow cushion since your prior mortgage servicer did not collect one and you state that the CMS representative you spoke with was unprofessional and uncooperative. Additionally, you state that CMS failed to apply your April 1, 2015 payment to your account. Therefore, you want CMS to reanalyze your escrow account and cease any attempts to collect an escrow cushion and to confirm that all payments received have been applied to your account.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, 2015. At the time of the service transfer your loan was contractually current and due for the April 1, 2015 payment.
As a preliminary matter, our records indicate that on May 6, 2015 CMS applied your April 1, 2015 payment in the amount of $1,484.16 to your account. Our records also indicate that on that same date a CMS supervisor personally called you to confirm that your April 1, 2015 payment was inadvertently applied to an incorrect account. CMS sincerely apologizes for this inadvertent error and for any inconveniences it may have caused. Lastly, please accept this correspondence as confirmation that no late fees or negative credit reporting was assessed as a result of this particular transaction.
Furthermore, based on a review of your loan please be advised that on May 1, 2015 CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”). For your reference, please find attached hereto as Exhibit “A” a copy of the May 1, 2015 AEADS. The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning July 2015 and ending June 2016. More specifically, the AEADS projected that your yearly county taxes would be $851.00, your yearly homeowners insurance premium would be $1,491.00, and that your yearly city taxes would be $776.00. Correspondingly, your total disbursements for your escrow cycle beginning July 2015 and ending June 2016 were calculated to be $3,118.00.
That said, please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.
Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th of the total annual projected escrow disbursements made during an escrow cycle. Additionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amount. If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted].
Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning July 2015 and ending June 2016. The total escrow cushion that CMS may collect is $519.66.
Based on the calculations from the May 1, 2015 AEADS, your low point escrow balance is $-450.05. As a result, in order to reach a low point escrow balance of $519.66, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $969.71. Please note that your escrow shortage will be collected over a twelve (12) month period starting with your July 1, 2015 payment. Resultantly, that is the reason why your overall monthly mortgage payment increased from $1,484.16 to $1,537.78.
On June 25, 2015, our records indicate that you called CMS to inquire about the escrow cushion on your account. During this phone call you asked the CMS representative to remove the escrow cushion and the representative advised you that CMS was be unable to remove the escrow cushion and would continue to collect pursuant to RESPA guidelines. You also stated you wanted to cancel your escrow account and the representative advised that you could fax your request to [redacted].You acknowledged the representative’s explanation and agreed to fax your request. Please note that as of the date of this correspondence, our records do not indicate receipt of your request to cancel your escrow account.
Furthermore, please note that you also have the option to pay your entire escrow shortage in full. Per the most recent analysis, your escrow shortage is $969.71. If you want to pay your entire escrow shortage, please call me at [redacted] so I may assist you with applying your payment to your account.
Additionally, if you cannot afford your new monthly mortgage payment, please know that CMS does offer various mortgage assistance programs. If you would like to explore the mortgage assistance opportunities that may be available to you, we encourage you to visit our website at [redacted] or call our Home Retention Department to speak with a representative at [redacted], Monday through Friday, from 7:00AM to 5:00PM, Pacific Time.
Lastly, as of the date of this correspondence, your loan is contractually current and next due for the August 1, 2015 in the amount of $1,537.78. For your reference, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history along with the transaction codes and definitions.
As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late charge. In other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the month. Moreover, if you would like to view your recent payment activity, download a copy of your most recent billing statement, or make a payment, CMS encourages you to log in to your online account by visiting [redacted]. 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.
As a result of our investigation and review of your June 25, 2015 phone call, we find no evidence of unprofessional customer service. Contrary to that allegation, the CMS representative was willing to assist you and explain why CMS is collecting an escrow cushion. While we understand you would have preferred a different outcome, we respectfully submit that the collection of the cushion is permitted by law and common within the mortgage industry. Therefore, CMS will continue to comply with federal law and collect the allowable escrow cushion.
In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
TENNESSEE:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Problem: My wife and I have our mortgage with Carrington Mortgage Services. We mail them a CHECK every month for our payment. They take that check and process it and turn it into an AHC withdrawl from my account. In changing how this is being processed from a check to an electronic withdrawl they change where the money is being taken from my bank account. Instead of the money being taken out of my checking account it is being taken from the savings account. I have talked wit them over the phone to complain about this and even sent paperwork directly from my bank showing Carringtons mistakes on how they are processing it and it still is happening. I am being charged a fee for my bank to transfer the money to my savings so they can process the incorrectly processing of my check from my savings. They have done this repeatedly. We sent the May payment with the correct amount available in my checking but since they AGAIN did it as an electronic withdrawl the bank had to transfer the money to my savings. BUT since the bank requires it to be in 25 dollar increments to do a transfer like that there was not enough to be transfered and they charged me a $25 NSF FEE! Now my payment was denied and Carrington has sent me a letter stating my payment was late and charged me a late fee as well. 3 days later Carrington has tried to take the money AGAIN from my SAVINGS account due to their INCORRECT processing of my check and I have now been CHARGED ANOTHER $25 NSF fee by my bank. I have called them about how this is being taken out of my account and I have sent I have paperwork to them and they have denied that it is incorrect. I have talked with my bank directly and they have showed me the transactions and how they are INCORRECTLY coded and parts of my checking account number on the check is missing to make it come from the correct account. I want my $50 in NSF fees back from Carrington and my late fee removed and this corrected or calling a lawyer. This has now frozen my bank account!!Desired Outcome: I want NSF fees refunded to me due to Carringtons incorrect processing of my checks and my late fee from them doing so making my payment late. I will provide documentation on the incorrect transactions from my bank if someone from their billing/accounting dept contact's me reguarding this matter.
Regards,
[redacted]

Attached is the the complaint response.The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 25, 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 you are aware, the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on April 2, 2015. On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS.As we understand your complaint, you state that your payment improperly increased once your mortgage was transferred from [redacted] ([redacted]) to CMS. You also state, that CMS made errors in managing your escrow account and establishing the correct payment amount. Further, you state that CMS was improperly reporting the loan as delinquent on your credit reporting, and you have requested a correction.At the time of the service transfer, your loan was contractually current and showing due for the May 1, 2015 mortgage payment in the amount of $1,192.67. This payment was made up of a principal and interest amount of $975.07 and a monthly escrow collection in the amount of $217.60. Your principal balance at the time of the service transfer was in the amount of $157,533.57 and your escrow account contained a balance in the amount of $217.60, which included the $217.60 that was applied to your escrow account on April 8, 2015 by your previous loan servicer.On May 1, 2015, CMS completed an initial escrow analysis for your loan, and issued you attached escrow analysis. The escrow analysis projected total annual escrow disbursements in the amount of $2,910.24, which includes a hazard insurance premium in the amount of $1,408.08, property taxes in the amount of $651.36, and FHA Insurance of 850.80. RESPA guidelines limit the amount of funds a loan servicer may require a borrower to hold in an escrow account, commonly known as an escrow cushion. Although RESPA does not require the lender to maintain an escrow cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account.Because the total annual escrow disbursements for this loan have been projected to be $2,910.24, your escrow account is required to have a minimum balance of $343.24 at all times. Based upon the projected date your annual hazard insurance premium and property tax payments are disbursed, CMS determined that your escrow account will only have $–268.07 in December 15, 2015. Because you are required to have $343.24 in the escrow account at all times, CMS determined that the escrow account contained an escrow shortage in the amount of $-611.31 at the time.In order to prevent any undue hardship, CMS spread the escrow shortage of $611.31 over a period of twelve months, which, along with any increase to your previously escrowed items, resulted in an increase to your monthly mortgage payment from $1,192.67 to $1,268.53 effective with the July 1, 2015 mortgage payment. For your ease of reference, a breakdown of the July 1, 2015 mortgage payment is outlined below:Principal and Interest: $ 975.07 Base Escrow Collection: $ 242.52 ($2,910.24 divided by 12) Monthly Escrow Shortage: $ 50.94 ($ 611.31 divided by 12) July 1, 2015 Payment $ 1,268.53A review of your loan payment history shows that on May 8, 2015, CMS received funds in the amount of $1,192.67 from you which were applied to your May 1, 2015 mortgage payment.On June 5, 2015, CMS received funds in the amount of $1,192.67. These funds were applied to your June 1, 2015 payment. Also, on June 5, 2015 CMS’s Insurance Vendor, [redacted] (“[redacted]”) received an updated proof of hazard insurance from [redacted] with a yearly premium change from $1,408.08 to $910.42. The change to the policy was effective May 29, 2015.On July 6, 2015, CMS received funds in the amount of $1,192.67, from you which were placed in an unapplied status, because these funds did not represent the total monthly payment amount of $1,268.53. Because CMS has not in receipt of a full payment a late charge in the amount of $50.74 was assessed to your loan on July 16, 2015.On July 24, 2015, you spoke with the Escrow Department and requested an off schedule escrow analysis on your loan. The analysis was completed on August 1, 2015, with a payment effective date of August 1, 2015. On this date you were also advised that the July 1, 2015 payment was short in the amount of $75.86. You stated that you would make the payment through your bill pay service that day. CMS offered you the options of scheduling the payment through our Speedpay service, which you declined. On July 25, 2015 no payment was received for the balance of the July 1, 2015, payment.On July 29, 2015, CMS attempted to contact you regarding the July 1, 2015 payment. CMS was unable to reach you, and left two voicemail messages asking you to contact us.On August 1, 2015, CMS received a payment in the amount of $75.86, and combined these funds with the unapplied funds balance of $1,192.67 to post the July 1, 2015 payment. Please note that all payments must be submitted by 6:00 PM Pacific Time to ensure same day posting. Payments made on the last day of the month falling on a Sunday will be posted the next business day and may be reported as a thirty day late. Regrettably, because the total amount due for the July 1, 2015 payment was not received by CMS on or before the end of the month, your loan was reported as being thirty (30) days delinquent.It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information. We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information. We are, therefore, unable to make the requested changes to the reported information.On August 7, 2015, CMS completed an escrow analysis for the loan and issued you the attached escrow analysis. The escrow analysis projected total annual escrow disbursements in the amount of $2,412.68, which includes a hazard insurance premium in the amount of $1,408.08, property taxes in the amount of $651.36, and FHA Insurance of $850.80.Because the total annual escrow disbursements for your loan have been projected to be $2,412.58, your escrow account is required to have a minimum of $260.28 at all times. Based upon the projected disbursement date of your annual hazard insurance premium and property tax payments are disbursed, CMS determined that your escrow account would only have $–2.23 in December 15, 2015. Because you are required to have $260.28 in the escrow account at all times, CMS determined that the escrow account will contain an escrow shortage in the amount of $–258.05 at that time ($260.28 minus $–2.23 equals -258.05 shortage).In order to prevent any undue hardship, CMS has spread the escrow shortage of $258.05 over a period of twelve months which along with any decrease to your previously escrowed items resulted in a decrease to your monthly mortgage payment from $1,268.53 to $1,197.61 effective with the August 1, 2015 mortgage payment. For your ease of reference, a breakdown of the August 1, 2015 mortgage payment is outlined below.Principal and Interest: $ 975.07 Base Escrow Collection: $ 201.04 ($2,412.58 divided by 12) Monthly Escrow Shortage: $ 21.50 ($ 258.05 divided by 12) July 1, 2015 Payment $ 1,197.61 On August 15, 2015, CMS received funds in the amount of $1,248.35 from you which were applied to your August 1, 2015 mortgage payment of $1,197.61 and a $54.74 outstanding late charge.On September 4, 2015, CMS received funds in the amount of $1,197.61 from you which were applied to your September 1, 2015 mortgage payment. As of the date of this letter, your loan is due for the October 1, 2015 payment in the amount of $1,197.61.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan and has properly applied all funds received from you. It is also clear that CMS has analyzed your escrow account within bounds of federal, state and local laws and the related servicing agreement. Attached for your ease of reference is a copy of your loan payment history as well as the loan servicing system payment codes and definitions. Should you wish to further discuss any aspect of the paid off loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.

August 4, 2015
[redacted]
[redacted]
RE: Loan No.: [redacted]
Primary Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]
Dear Mr. and Ms. [redacted]:
The [redacted]...

Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 13, 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 a preliminary matter, please note that our Customer Service Research Department originally received an inquiry from you on May 15, 2015 which raises the same issues as this complaint. Accordingly, the loan was researched and a response was sent to you by CMS on June 4, 2015, a copy of which is included here for your ease of reference. Please be advised that, while CMS will not respond to the issues that CMS has previously addressed to within the June 4, 2015 response, CMS will respond to each new issue raised within your most recent correspondence to the fullest extent possible.
On December 10, 2014, CMS received funds from you in the amount of $593.32, which amount was $28.00 less than your contractual payment in the amount of $621.32. That day, CMS advanced $28.00 to satisfy the December 1, 2014 mortgage payment and assessed an advance fee in the amount of $28.00 to recover the $28.00 advance made on your behalf. On June 3, 2015, CMS received funds in the amount of $668.25 which were applied to the June 1, 2015 mortgage payment in the amount of $621.32, an outstanding late charge in the amount of $18.93, and the remaining $28.00 was applied to your principal balance instead of being applied to satisfy the advance fee.
On July 4, 2015, CMS received funds in the amount of $649.32 from you which were applied to the July 1, 2015 mortgage payment in the amount of $621.32 and the remaining $28.00 was again applied to your principal balance instead of the advance fee. On July 15, 2015, CMS reversed $28.00 from your principal balance and satisfied the $28.00 advance fee. CMS is able to confirm that as of June 15, 2015, all funds received from you were applied as you intended and that you have no other outstanding fees due. Attached for your ease of reference is an updated copy of your loan payment history as well as the loan servicing system payment codes and definitions.
As you are aware, CMS issued you the attached Notice of Intent to Foreclose (“NOI”) on April 6, 2015. This notice explained that your loan was in default for the nonpayment of the March 1, 2015 contractual payment and provided $1,289.57 less the funds in the amount of $537.32 that were held in an unapplied status 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. A second NOI was issued to you on May 6, 2015.
Please be advised that the NOI is a system generated letter that is issued for every loan that has become past due for more than thirty one (31) days and is required by law prior to any initiation of foreclosure proceedings. While CMS apologizes if you felt its efforts to assist you in resolving this past due loan were threatening in any way, as CMS’s intent has been solely to comply with applicable law, to attempt to make arrangements to resolve the account delinquency, and to transmit accurate information regarding the consequences of any failure to do so.
Please note that all payments are due on the first day of each month, and are considered late as of the second day of the month. If the payment is not received by CMS on or before the sixteenth day of the month, a late fee will be assessed to your loan. Any full contractual payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.
Regarding the alleged poor customer service and communication you received, an investigation concerning your allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findings. CMS sincerely apologizes for any inconvenience you may have experienced communication that may not have met your expectations.
Finally, in response to your request for CMS to transfer the servicing of your loan, CMS respectfully declines your request as CMS has no immediate intention to transfer the servicing of your loan. However, CMS reserves its right to transfer the servicing of your loan should CMS decide to do so in the future.
Based on the foregoing, we believe the record is clear that CMS did in fact issue you an escrow analysis on October 28, 2015 that notified you of the payment increase from $593.32 to $621.32 effective with the December 1, 2014 mortgage payment. In addition, CMS also sent you monthly mortgage statements notifying you that you were sending less than the full contractual payments which led to an advance fee being addressed to your loan. Again, CMS sincerely apologizes for any inconvenience you may have experienced while CMS worked to apply the funds to the advance fee. Should you wish to further discuss any aspect of your loan, we encourage you to contact our Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
[redacted]
CC: Revdex.com
IMPORTANT DISCLOSURES
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at 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.
-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].
-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].
-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].

May 17, 2016
[redacted]
RE: Case No: [redacted]
Loan No.: [redacted]
Property Address: [redacted]
Dear Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal to our response to your complaint (the “Rebuttal”) filed with the Revdex.com (“Revdex.com”) and received in our office via email on May 9, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in 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, and for this reason, we take all legitimate complaints regarding the conduct of our business very seriously. Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately.
Upon review of your rebuttal, we could not discern what exact issue or issues you are attempting to raise without additional information and clarification from you. 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 in this matter.
As stated in our previous response, our records show that you have included an extra $100.00 with your monthly payments each month since the loan service transfer to CMS on December 2, 2013. Based on the payment history of your loan, the extra $100.00 payments have been applied to principal curtailment with the exception of the March 1, 2015, the March 1, 2016, and the April 4, 2016 payments. Attached for your ease of reference is a payment history that shows payment transactions on your loan from April 3, 2014 to May 5, 2016.
Please note that when the payments mentioned above were made to CMS, your escrow account was showing a negative account balance. Therefore, these payments were applied in accordance with the established Payment Application Hierarchy for this VA insured loan, which states that extra payments must be applied towards any outstanding escrow shortage before the payment can be applied to principal curtailment. Below for your ease of reference is a summary that shows the escrow balance, and how these payments were applied to your loan. In addition, attached for your ease of reference are copies of the billing statements dated April 6, 2015, April 4, 2016, and May 5, 2016 showing these payment transactions.

Additionally, below for your ease of reference is a summary of the Payment Posting Hierarchy.
Payment Posting Hierarchy
• Principal and Interest Payment
• Taxes and Insurance Payment
• Escrow Advances
• Late Charges
• Corporate Advances
• Other Fees
• Pay up to 1 payment ahead
• Curtailment
Payment Overages
• Payments received for more than the scheduled monthly payment
(principal, interest, escrow) are allocated following the Payment
Posting Hierarchy above.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

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

Dear Mr. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC...

(“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office electronically via email on September 1, 2015. CMS is committed to responsible lending and servicing and we would like to address your current 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 due to inaccurate records the billing statements you received were incorrect. You also allege that when you contacted CMS, the CMS representative wanted to charge you a late fee as well as a [redacted] check by phone processing fee. You also cite that our loan servicing website was unavailable requiring you to make a payment via telephone for an additional fee. You also claim that on several occasions you requested to speak with a manager but failed to receive a return call. Your desired resolution is an improved billing notification process along with better availability of the CMS online payment system. You are also requesting the removal of any fees associated with making your payment and correcting any late payments reported to the credit agencies.
We have completed a review of your loan and find the billing statements generated on May 18, 2015, June 15, 2015, July 18, 2015, August 18, 2015 and September 1, 2015 are accurate and reflected the correct Amount Due. Below is a detailed response in connection with the billing statements issued to you.
On May 18, 2015, our records indicate a billing statement was automatically generated on your loan as the May 1, 2015 payment was not received in our office. The billing statement reflected a payment due date of June 1, 2015 for a total amount due of $1,197.21. The amount due under the Explanation of Amount Due lists the regular monthly June 1, 2015 payment of $590.82 along with the past due May 1, 2015 payment of $590.82 and the late charge of $15.57 assessed to your loan on May 17, 2015. For your ease of referenced I have included a copy of the billing statement generated on May 18, 2015 for your review.
On June 15, 2015, our records indicate an online payment in the amount of $590.82 was received and applied to your loan as follows: $237.81 to principal, $151.51 to interest and $201.50 to escrow. The billing statement generated the same day clearly reflects receipt of the May 1, 2015 mortgage payment of $606.39 which was applied to the loan on May 27, 2015. The May 1, 2015 mortgage payment of $606.39 was applied to your loan as follows: $237.24 to principal, $152.087 to interest, $201.50 to escrow and $15.57 to late charge. The billing statement generated on June 15, 2015 showed a next payment due date of July 1, 2015 with an Amount Due of $590.82. For your ease of reference I have included the billing statement from June 15, 2015 for your review.
On July 18, 2015, our records reflect a billing statement was automatically generated as the July 1, 2015 payment had not been received in our office. The billing statement generated indicated a next payment due date of August 1, 2015 for a total amount due of $1,197.21. Under the Explanation of Amount Due the August 1, 2015 payment due was $590.82 along with the past due July 1, 2015, mortgage payment of $590.82 and outstanding late charge of $15.57. The amount due on the billing statement of $1,197.21 dated July 18, 2015 was accurate as the July 1, 2015 payment was not received and the next payment due was August 1, 2015. For your ease of reference I have included the billing statement from July 18, 2015 for your review.
On August 18, 2015, our records indicate you made an online payment of $750.00 at which time the July 1, 2015 payment of $590.82 was received and applied to your loan as follows: $238.38 to principal, $150.94 to interest, $201.50 to escrow and the remaining balance of $159.18 was placed in suspense as the remaining funds were not sufficient to cover the August 1, 2015 payment. The September 1, 2015 billing statement was generated the same day and indicated the September 1, 2015 payment due of $621.71, which included an additional $30.89 under “Other”. The amount in “Other” represents an increase of the scheduled monthly escrow payment in the amount of $2.39 and the monthly escrow shortage amount of $28.50 which was added to your payment when the loan was analyzed on July 24, 2015. The overdue payment listed represents the August 1, 2015 payment of $590.82 and two late fees in the amount of $15.97 each. The amount due on the billing statement totaling $1,243.67 was accurate as the August 1, 2015 payment was not received and the next payment due was the September 1, 2015 payment. For your ease of reference I have included the billing statement from August 18, 2015 for your review.
On September 1, 2015, our records indicate you spoke with our Customer Service Department as you were unable to cure the delinquent balance owed totaling $1,243.67. It was during this conversation that you clearly advised CMS that you would be making the August 1, 2015 payment and the late fee and that you would be making the September 1, 2015 payment on September 4, 2015. Accordingly, you scheduled a check by phone payment in the amount of $606.39 with the Customer Service Representative. The funds from the suspense account of $159.18 were reversed and applied towards the August 1, 2015 payment of $590.82 with the remaining balance of $174.75 being placed into suspense. A breakdown of the funds applied to your loan is as follows: $238.95 to principal, $150.37 to interest, $201.50 to escrow and the remaining balance of $174.75 was placed in suspense. The same day a billing statement was generated which indicated the next payment due of $621.71 for the October 1, 2015 payment as well as the overdue payment for September 1, 2015 of $652.85. It is important to note that since the billing statement for September 1, 2015 had been generated on August 18, 2015 the next payment due date on our system advanced to October 1, 2015. The billing statement generated provided the next payment due of $621.71 for October 1, 2015 and the past due balance of $652.85 as you were still due for the September 1, 2015 payment and two outstanding late charges. The amount due of $1,274.56 provided on the billing statement was accurate and attached for your ease of reference is a copy of the billing statement for your review.
On September 3, 2015, our records indicate you scheduled an online web payment for $652.85. The amount was received and applied to your loan as follows: $239.52 to principal, $149.80 to interest, $232.39 to escrow, $154.75 as an additional principal reduction and a $20.00 property inspection fee. Please note the property inspection billed to your loan was valid and was completed on August 13, 2015 as CMS failed to receive the July 1, 2015 payment until August 18, 2015.
The thirty (30) day delinquencies reported to the three major credit agencies ([redacted], [redacted] and [redacted]) in connection with the July 2015 and August 2015 payments are accurate, as payments were received after the month in which they were due.
Lastly, with regards to your claims that you failed to receive a return call back from a CMS Manager, an investigation concerning your allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findings. Again, we sincerely apologize for any lack of communication that may have occurred.
In closing, our review of your loan indicates that all statements provided to you were accurate and the payments received from May 2015 through September 2015 were applied to your loan as of the date they were received. Our records also show there were no check by phone fees assessed or billed to your loan as four of the five payments were processed using our website’s online payment system. In addition, we were unable to locate any issues with the CMS Loan Servicing Website where the online payment option was not available to you. The online payment option is free of charge to all CMS borrowers. Please also note, the payment secured on September 1, 2015 with our Customer Service Representative was taken free of charge and there were no additional fee assessed to your loan.
We trust 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 8:00 AM to 5:00 PM, Pacific Time.
Sincerely,
[redacted]
[redacted]
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at 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].

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]

January 27, 2015[redacted] RE: Loan No.: [redacted] Revdex.com Complaint ID: [redacted]Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your rebuttal filed with the Revdex.com received in our office via email onJanuary 13, 2014. CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may have. The following is our response to the issue(s) raised in theinquiry.As we understand your rebuttal, you claim that CMS overcharged you for interest on your loanwhen the loan was paid off. You claim that you paid your November interest with the November1, 2013, payment and that you should only have paid interest for the December 1, 2014,payment.Upon further review, our records show that the servicing of this Federal Housing Administration("FHA") insured loan was transferred from CitiMortgage Inc. to CMS on November 4, 2014. Atthe time of the service transfer the loan was showing contractually current and due for theNovember 1, 2014 payment. Oq November 19, 2014, you paid the November l, 2014 paymentin the amount of $552.70. After the application of this payment the interest on your loan waspaid through October 31, 2014. It is important to note that the interest is paid one month inarrears on this mortgage loan.On December 12, 2014, CMS provided Stone Title a payoff statement which provided a payoffamount good through December 31, 2014, and the statement also includes an explanation withregards to interest due and payable on FHA loans. The disclosure is outlined on page two of thestatement under "Important Notice for FHA Loans", reproduced in part below for your ease ofreference: This is to advise you of the procedure which will be followed to accomplish a full prepayment of your mortgage. Carrington Mortgage Services, LLC will accept the prepayment (without penalty) whenever tendered with interest paid to the first day of the month following the date prepayment is received. Prepayments received after the installment due date (the first day of the month) must include interest to the next installment due date. For example, if the next installment due date is December 1, prepayments received after the installment due date (the first day of the month) must include interest to the next installment due date. For example, if the next installment due date is December 1, prepayments received on or after November 2 will need to include interest to December 1. Please note that unlike principal (which is paid in the current month's mortgage payment), interest earned by the mortgagee the previous month must be paid in the next month's mortgage payment since the interest must be earned by the mortgagee before it is owed by the mortgagor,· and the interest being charged to the next installment due date with regard to repayments is, in fact, interest that was earned the previous month and has yet to be paid by the mortgagor. A copy of the payoff statement is attached for ease of reference.The payoff was received and applied to your loan on December 23, 2014 in the amount of$38,11 8.67 and below is a summary of how the funds were applied. The interest amount of$423.10 represented the period from November 1, 2014 through December 31,2014.Principal  $37,608.92lnterest $423.10Escrow Shortage $55.52PMI Ins.  $15.13Recording Cost  $16.00Total Payoff  $38,118.67Based on the foregoing, we conclude that CMS has not overcharged you for interest due on theloan and no refund is due to you. We trust that this communication addresses all of the concernsnoted 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 AdvocateEnclosures:CC: Revdex.com

October 29, 2015
[redacted]
[redacted]
[redacted]
RE: Loan No.: [redacted]
Primary Borrower: [redacted]
Co-Borrower: [redacted]
Property Address: [redacted]
Complaint I.D....

No.: [redacted]

Dear Mr. and Ms. [redacted]:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on October 12, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand the complaint, you state that after the servicing of your loan was transferred to CMS, you applied for mortgage assistance with CMS in an effort to make your monthly mortgage payment more affordable. CMS approved your loan for a Trial Period Plan (“TPP”) and after you successfully completed the TPP, CMS issued you final loan modification documents to sign and return to CMS. You claim that CMS did not respond to multiple requests from you surrounding a forgiveness option that you believed should have been outlined within the approved final loan modification documents. Instead, CMS simply notified you that you would be required to sign and return the loan modification agreement to CMS.
Your complaint goes on to state that because CMS would not respond to your prior requests, you returned the signed loan modification agreement to CMS along with a letter requesting CMS to keep the loan modification process opened. You further claim that CMS received then returned your September 1, 2015 mortgage payment because the payment was not the correct amount and it was at that time that you discovered the loan modification had actually been declined by CMS. Shortly thereafter, you received a loan modification non-approval notice and when you contacted CMS in response to the notice you were notified that you would be required to reapply for mortgage assistance.
Your complaint also alleges that CMS did not properly report payments to your credit profile and did not properly apply funds to your loan. You are requesting that CMS refund all amounts not applied to contractual payments, reinstate the loan modification, include information within the loan modification agreement to reflect a forgiveness clause, and to accurately report loan and payment information to the credit bureaus. Lastly, your complaint also requests CMS to provide you with information indicating when your Mortgage Insurance Premium (“MIP”) payments will be cancelled.
At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on November 4, 2014. On November 8, 2014, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer your loan was contractually in default and showing due for the October 1, 2014 mortgage payment.
As we understand, you have raised certain concerns regarding the loan servicing practices of [redacted], and specifically claim that [redacted] denied six of your mortgage assistance requests. CMS is unable to comment on the claims you have made against [redacted] and we encourage you to contact [redacted] directly for any questions or concerns related to the servicing of the loan prior to November 4, 2014.
A review of our records found that CMS has attempted to assist you in retaining ownership of the property since the servicing of your loan was transferred to CMS. To that end, on November 11, 2014, CMS began issuing you solicitation notices under FHA’s Home Affordable Modification Program (“FHA-HAMP”) that informed you of the no-cost programs that were designed to assist borrowers seeking to avoid losing a home to foreclosure. Because you did not respond to CMS’s initial solicitation effort, CMS issued you a new FHA-HAMP solicitation notice to you on December 2, 2014.
On December 12, 2015, CMS received your initial incomplete mortgage assistance application. A review of your application found that CMS was not in receipt of your completed and legible 4506T-EZ form, nor was CMS in receipt of your completed and signed Request for Mortgage Assistance form (“RMA”). Accordingly, CMS issued the attached Initial Package Acknowledgement – Incomplete Notification (“IPA-IN”) requiring that CMS be in receipt of all missing information on or before January 22, 2015. Shortly after receiving all missing information from you, your application was sent to CMS’s Underwriting Department for further consideration.
On February 11, 2015, CMS determined that your loan was FHA-HAMP eligible. On February 11, 2015, CMS extended you a FHA-HAMP TPP which required you to remit three consecutive monthly payments in the amount of $883.83 for the months of March, April, and May 2015. Upon the successful completion of the FHA-HAMP TPP, CMS agreed to permanently modify your loan under FHA-HAMP. As allowed under FHA-HAMP guidelines, CMS then suppressed the reporting of loan and payment information to your credit profile for the duration of the TPP. At the time the FHA-HAMP TPP was approved, your loan remained contractually in default and showing due for the October 1, 2014 mortgage payment.
A review of your loan payment history found that on March 12, 2015, CMS received funds in the amount of $884.00. Because the TPP payment in the amount of $884.00 was less than the contractual payment amount due, CMS properly placed these funds in an unapplied status until the time that CMS received additional funds from you equaling the contractual payment amount due. On March 31, 2015, CMS received your April 1, 2015 TPP payment in the amount of $884.00 which brought the total amount of funds in CMS’s possession to $1,768.00.
That same day, CMS applied $1,048.55 to the October 1, 2014 mortgage payment which left $719.45 in an unapplied status. On May 28, 2015, CMS received funds in the amount of $884.00 which satisfied the TPP payment that became due on May 1, 2015. This brought the total amount of funds in CMS’s possession to $1,603.45. Resultantly, CMS applied $1,050.47 to the November 1, 2014 mortgage payment and the difference of $552.98 remained in an unapplied status.
After receipt of this third TPP payment, CMS began taking the necessary steps required to issue final loan modification documents to you. CMS would like to point out that there is a distinct difference in the contractual payment due date versus the TPP payment due date and paragraph five on page three of the attached FHA-HAMP TPP agreement notified you that CMS can permissibly apply TPP payments received from you to the oldest contractual payment due. CMS respectfully submits that CMS properly applied each of these three TPP payments to your loan.
On or about June 16, 2015, CMS issued the attached approved Final Loan Modification Coversheet along with the attached Loan Modification Agreement to you. This FHA-HAMP loan modification proposed to lower your principal and interest payment from $890.92 to $659.09 and also proposed to lower your interest rate from 5.375% fixed to 3.875% fixed for the remaining term of the loan. In addition, this loan modification proposed to re-amortize your loan over a new thirty year term and to capitalize the loan arrearage to bring your loan contractually current and due for the July 1, 2015 mortgage payment. CMS has confirmed that there was no forgiveness of any type associated with this FHA-HAMP loan modification.
CMS has also confirmed that the FHA-HAMP loan modification documents were delivered to you via [redacted], tracking number [redacted] on June 17, 2015. Included with the loan modification agreement was a prepaid [redacted] overnight return shipping label, tracking number [redacted] with instructions for CMS to be in receipt of your signed loan modification agreement no later than 10:00 a.m. (Pacific Standard Time) on the last business day of June 2015.
On June 23, 2015, CMS received funds from you in the amount of $884.00. Because CMS had already completed the final underwriting of the FHA-HAMP loan modification, and because CMS was not in receipt of your signed loan modification agreement, these funds were properly placed in an unapplied status until the time that CMS would receive your signed FHA-HAMP loan modification.
Regretfully, CMS was not in receipt of your signed loan modification agreement nor did CMS receive any contact from you during this period of time. Our records show that on July 9, 2015, you contacted CMS and during this phone conversation the CMS representative provided you with detailed information surrounding the proposed loan modification. It was at this time when you indicated your belief that the loan modification would forgive a portion of your unpaid principal balance. The CMS representative clearly notified you that the loan modification did not indicate in any way that a portion of your principal balance would be forgiven.
On July 22, 2015, CMS was still not in receipt of your signed loan modification agreement. That day, CMS attempted to contact you to encourage you to return the signed loan modification agreement; however, because there was no answer from you, CMS left a message asking you to contact CMS at your earliest convenience. Later that day, CMS also sent an email to you at [redacted] requesting that you return the signed loan modification documents to CMS.
Although CMS was not in receipt of your signed loan modification agreement, CMS received new funds in the amount of $884.00 from you on July 24, 2015. Again, these funds were placed in an unapplied status because CMS had already completed the final underwriting of the FHA-HAMP loan modification and any application of funds would have nullified the approved loan modification. The receipt of these funds brought the total amount of funds in CMS’s possession to $2,320.98.
On July 29, 2015, you finally returned CMS’s message and requested to speak directly with a specific CMS representative. Your call was transferred to the specific person you requested to speak with; however, because the specific representative was unavailable at that moment, you left a message requesting that the specific CMS representative return your call. Later that same day, the specific CMS representative listened to your message that stated you did not agree with the terms of the FHA-HAMP loan modification. The CMS representative promptly returned your call that day; however, you were unavailable at that moment and the CMS representative left you a message asking you to contact CMS.
On July 31, 2015, you returned CMS’s message and again requested to speak to a specific CMS representative. Although the CMS representative that answered your call notified you that she was fully capable of assisting you, you insisted to speak with a specific CMS representative. Our records show that your call was successfully transferred to the specific CMS representative within CMS’s Home Retention Department.
During this phone conversation, you explained that you did not agree with the terms of the approved FHA-HAMP loan modification. The CMS representative notified you that the terms of the FHA-HAMP loan modification were non-negotiable and that if you believed that the loan modification was not in your best interest you did not have to agree to the loan modification. You then explained that the TPP agreement stated that you would receive a principal forgiveness as part of the loan modification. The CMS representative went as far as to review the TPP agreement with a CMS manager and again clearly notified you that there was no such principal forgiveness associated with the approved loan modification. Prior to ending this call, you notified the CMS representative that you would attempt to locate the loan modification agreement and return it to CMS.
Although CMS was not in receipt of your signed loan modification agreement, CMS received new funds from you in the amount of $884.00 on August 18, 2015. These funds were again placed in an unapplied status because CMS had already completed the final underwriting of the FHA-HAMP loan modification, and because CMS was not in receipt of your signed loan modification agreement. The receipt of this payment brought your unapplied balance to the amount of $3,204.98.
On August 26, 2015, you contacted CMS and requested to speak to the same specific representative you previously spoke to in another effort to request CMS to update the loan modification agreement to include verbiage indicating that your loan would receive the Pay-for-Success (“PFS”) incentive. It is important to note that the HAMP PFS incentive is offered by the U.S. Department of the Treasury to borrowers who remain contractually current on their modified mortgage payments. Because the specific CMS representative was unavailable at that moment, a request was made to CMS Home Retention Department to contact you at [redacted]. Later that same day, CMS spoke with you and you notified the CMS representative that in order for you to return the signed loan modification agreement to CMS, CMS would need to update the loan modification agreement to reflect that you would receive the PFS incentive.
Early on August 27, 2015, the CMS representative that you originally requested to contact you attempted to speak to you at the telephone number you provided of [redacted]. Regretfully, there was no answer from you so the CMS representative left you a message asking you to contact CMS at your earliest convenience. Before the end of business on August 27, CMS did not receive a return call from you. Because you refused to return the signed loan modification agreement to CMS for more than two months, and because CMS would not agree to alter the loan modification verbiage to add verbiage indicating that you would receive the PFS incentive, CMS issued the attached FHA-HAMP Non-Approval Notice to you that same day.
It is important to note that CMS would not be in a position to guarantee that your loan would receive the PFS incentive as CMS is not involved with issuing any PFS incentives to borrowers. Moreover, the standard form verbiage contained with CMS’s FHA-HAMP loan modification agreement meets all FHA-HAMP loan modification agreement guidelines and is within the bounds of federal, state and local laws and the related servicing agreement. Therefore, CMS would not agree to alter the form verbiage contained with CMS’s FHA-HAMP loan modification agreement.
On September 2, 2015, CMS issued the attached Notice of Intent to Foreclose (“NOI”) to you. This NOI explained that your loan was in default for the nonpayment of the December 1, 2014 mortgage payment and provided you with the amount of $11,137.77, less the unapplied funds in the amount of $3,204.98 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.
On September 8, 2015, you contacted CMS and confirmed receipt of the NOI that was issued to you on September 2, 2015. The CMS representative confirmed that the FHA-HAMP loan modification was declined on August 27, 2015 because CMS was not in receipt of your signed loan modification agreement. You again explained that you requested CMS to add verbiage to the FHA-HAMP loan modification agreement before you would agree to sign the approved loan modification. The CMS representative that you were speaking with agreed to send an email to the specific representative you were requesting to speak with asking that a call be placed to you.
That same day, the specific CMS representative that you asked to contact you called you and further discussed the recent FHA-HAMP Non-Approval Notice. During this phone conversation, you again explained you had concerns surrounding the fact that the final FHA-HAMP loan modification agreement did not contain verbiage surrounding U.S. Department of the Treasury PFS incentive. The CMS representative explained that CMS would not agree to alter the verbiage within the FHA-HAMP loan modification agreement. Because you remained dissatisfied, you explained that you would return the signed loan modification agreement to CMS along with a letter disputing the loan modification denial.
On September 9, 2015, CMS received your signed loan modification agreement. Because your mortgage assistance request had already been declined, CMS shredded the outdated loan modification agreement. Please note that CMS has reached out to the CMS representative that received the signed loan modification agreement and has confirmed that there was no letter included with the package. Nevertheless, in response to your request for CMS to continue to hold the loan modification file open and to update the FHA-HAMP loan modification documents to include verbiage surrounding the PFS incentive, CMS respectfully and formally declines to take such actions. This decision has been made by CMS for the reasons outlined above.
On or about September 22, 2015, CMS received funds in the amount of $884.00 from you. Because your request for mortgage assistance was denied on August 27, 2015, CMS was not required to accept any further TPP payments from you. Consequently, CMS returned this partial payment to you on September 22, 2015 along with the attached letter notifying you that the total amount due would be required from you at that time.
On September 28, 2015, you contacted CMS and the CMS representative that you spoke with again notified you that CMS would not reopen your mortgage assistance file and in order to obtain mortgage assistance, you would be required to submit a new mortgage assistance application to CMS. The CMS representative reminded you that CMS provided you with an excessive amount of time to return the loan modification agreement to CMS and that your mortgage assistance request was declined on August 27, 2015. You notified the CMS representative that you would not reapply for mortgage assistance. You then requested that the CMS representative send you another copy of the August 27, 2015 FHA-HAMP Non-Approval Notice which was sent to you via first class mail shortly thereafter.
On October 5, 2015, you contacted CMS and before the CMS representative could assist you, you immediately stated that you would be filing a complaint against CMS. After verifying your identity, you claimed that you just received the August 27, 2015 FHA-HAMP Non-Approval Notice. You again expressed your dissatisfaction the CMS would not agree to reinstate the declined FHA-HAMP loan modification. The CMS representative reminded you that the loan modification was denied because you did not return the signed agreement to CMS timely. CMS would like to point out that the copy of the FHA-HAMP Non-Approval Notice that you received was resent to you by CMS at your request and that the initial FHA-HAMP Non-Approval Notice was in fact sent to you via first class mail on August 27, 2015
In response to your claim that CMS has not properly applied mortgage payments from you, please be advised that CMS has in fact properly applied payments to your loan. Please note that each of the TPP payments that CMS has received have been credited to your loan. Because CMS hoped that you would return your signed loan modification agreement to CMS, these funds were held in an unapplied status with the intent to apply the funds towards the July 1, 2015 payment which was the proposed first payment due under the FHA-HAMP loan modification.
Moreover, because the NOI that was issued to you on September 2, 2015 accounted for the payments received from you and because the funds held in an unapplied status would not cure the default, CMS was not required to apply these funds to advance the loan due date. Because your loan is contractually in default, CMS respectfully declines your request to refund you any amounts held in an unapplied status.
Due to the ongoing delinquency, the subject loan was reviewed and approved for foreclosure effective October 22, 2015. The loan was contractually delinquent and due for the December 1, 2014 payment at the time of the foreclosure referral.
It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information. We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information. We are, therefore, unable to make the requested changes to the reported information.
In regards to your request for CMS to provide you with information as to when the FHA MIP payments will be automatically cancelled for your loan, please be advised that your FHA MIP has been automatically cancelled with the last payment due for the month of January 2015. Because MIP payments are disbursed in arrears, CMS disbursed your final MIP payment for the month of January 2015 on February 5, 2015. For your ease of reference, please find a copy of your loan payment history as well as the loan servicing system payment codes and definitions.
Finally, if you would are in need of mortgage assistance to avoid foreclosure, we encourage you to reapply for mortgage assistance with CMS at your earliest convenience. You may visit CMS’s publicly-available website online at [redacted] to learn more about the program options and to upload the required documents electronically. Your complete loan modification application package may be sent to CMS via email at [redacted] or via fax at [redacted].
Based on the foregoing, we believe the record is clear that CMS has diligently attempted to assist you in securing an affordable mortgage payment, although you failed to return the signed FHA-HAMP loan modification agreement to CMS within a reasonable time frame which led to CMS properly declining your mortgage assistance request. It is also clear that CMS has accounted for all payments received from you and has properly reported loan and payment information to the credit bureaus. Should you wish to further discuss your available options, we encourage you to contact CMS’s Home Retention Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
[redacted]
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

January 27, 2016
Sent via the Revdex.com Portal and U.S. Mail:
[redacted] [redacted]
RE: Complaint No.: [redacted]
Loan No.: [redacted]
Borrower: [redacted]
Borrower: [redacted]
Property Address: [redacted]

Dear Ms. [redacted],
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of the borrowers’ rebuttal filed with the Revdex.com (“Revdex.com”) and received in our office on January 12, 2016. CMS is committed to responsible lending and servicing, and we would like to address any concerns the borrowers may have. The following is our response to the issue(s) raised in the inquiry.
As a preliminary matter, although the borrowers filed this complaint with the Revdex.com on their own behalf, we are addressing the response directly to you as their representing counsel.
Please note that the Customer Advocate Department originally received the borrowers’ inquiry filed with the Revdex.com on or about December 14, 2015. Accordingly, CMS researched the subject loan and a written response was sent to you on behalf of the borrowers on or about January 11, 2016. A copy of the response letter dated January 11, 2016 is enclosed.
As you may recall, the prior response addressed the borrowers’ concerns that CMS was reporting their discharged mortgage to the credit bureaus inaccurately. Furthermore, the prior response addressed the borrowers’ assertions that they did not receive satisfactory customer service from CMS.
In the correspondence that CMS received on January 12, 2016, the borrowers claim that they do not have a legal obligation to CMS because their mortgage was discharged while their loan was being serviced by [redacted] (“[redacted]”). As explained in further detail below, we respectfully disagree with the borrowers’ assertion.
According to our records, on September 16, 2011 the borrowers filed for Chapter 7 Bankruptcy in the United States Bankruptcy Court Eastern District of [redacted]. The mortgage debt was not reaffirmed as a part of the bankruptcy discharge on or about December 20, 2011. It is important to note that a bankruptcy discharge of a secured debt eliminates the personal liability for that debt. Although the borrowers are no longer personally liable for the debt, the discharge did not extinguish the enforceability of the Deed of Trust, or extinguish the lien on the subject property. The secured debt remains enforceable through the lien against the property. The lender may still foreclose on the property if mortgage payments are not received pursuant to the terms within the Note.
As indicated in our response letter dated January 11, 2016, the servicing of this loan transferred from [redacted] to CMS on or about August 2, 2014. CMS is the current investor/note holder/servicer of this loan with rights to enforce the terms of the Note and Deed of Trust.
Regarding the borrowers’ statement that CMS is duplicating the credit reporting transmitted by [redacted], please note that CMS is unable to identify any new issues that were not already addressed in detail in its response letter dated January 11, 2016. If the borrowers determine their credit information was reported inaccurately, we request that they forward their supporting documentation to our Customer Service Research Department. The borrowers may submit the documentation via fax to [redacted], or via mail to Carrington Mortgage Services, LLC, Attn: Customer Service Research Department, [redacted].
Please note that the information contained in this letter is for informational purposes only and is not to be construed as an attempt to collect on a debt.

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 the borrowers 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:
Correspondence dated January 11, 2016

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 8, 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 we understand your complaint, you initially applied for a loan refinance with the Mortgage
Lending Division ("MLD") of CMS on June 19, 2014 and are requesting that CMS close and
fmalize the loan finance transaction. You note that at one point during the loan finance process a
CMS Loan Officer ("LO") advised you not to make a payment on your existing loan that is
actively being serviced by CMS. Your complaint goes on to state that, after you paid the
mortgage payment that became due on September 1, 2014, you were contacted by CMS who
advised you that the payment was not received by CMS. Once you replaced the payment, you
discovered that CMS already received the initial payment you sent to CMS.
At the outset, please note that the servicing of this loan was transferred from JPMorgan Chase
Bank N.A. ("JPMC") to CMS on or about December 3, 2013. Attached for your ease of
reference is a copy of the December 4, 2013 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 December 1, 2013 payment.
A review of our records found that on June 19, 2014, the MLD of CMS received your initial loan
application for mortgage financing insured by the United States Department of Agriculture
("USDA"). That same day, CMS issued you the required loan disclosure statements and
encouraged you to return your signed loan disclosures and pertinent documentation to CMS at
your earliest convenience. On June 24, 2014, you confirmed receipt of the information sent to
you by CMS. Our records show that CMS received the requested documents and your signed
disclosures on July 1, 2014.
Shortly after receipt, CMS submitted your documents and information to the CMS loan
processor on July 3, 2014. On July 25, 2014, your loan processor identified that additional
information was required by USDA to further process your loan finance transaction and
requested that you provide the additional information to CMS at your earliest convenience. You
gathered the additional information and provided the requested information to CMS on July 31,
2014. On August 5, 2014, CMS submitted your complete loan finance application to USDA for
approval.
In an effort to expedite your loan finance process, CMS followed up the USDA for status on
your file and on September 11, 2014, which was more than a month after your file was initially
submitted to the USDA, CMS determined that many of the documents in your file had become
outdated, such as the title report, credit report, mortgage rating, existing loan payoff demand
statement, and proof of income. Consequently, CMS began the process to gather the updated
information from you that was required to further process your USDA loan finance request. On
September 25, 2014, CMS was not yet in receipt of the updated title report. Accordingly, CMS
began the necessary efforts to follow up with the title company and appropriately escalated the
matter for expedition.
On September 29, 2014, you contacted CMS 's loan servicing department and inquired whether
CMS applied your September 1, 2014 mortgage payment that you made on September 24, 2014
via your banking institution's Bill-Pay payment method. The CMS servicing representative
confirmed that the payment had not yet been applied to your loan and explained that although
your banking institution may have debited your checking account on September 24, 2014, CMS
understood that your banking institution's Bill-Pay process most likely issued a physical check to
CMS which is commonly sent to the respective payee via first class mail.
Later that same day, the MLD LO that was working with you on your loan finance transaction
also contacted CMS's loan servicing department and inquired whether CMS received the
payment you made via Bill-Pay on September 24, 2014. The CMS loan servicing representative
again confirmed that the payment had not yet been applied to your loan at that time. Because the
MLD LO understood that any thirty day late payment made by you could very well cause you to
be ineligible for USDA loan financing, he expressed the importance of the September 2014
payment being applied by CMS within the same month that the payment became due.
Because the CMS loan servicing representative was unable to guarantee that the payment that
you paid via Chase's Bill-Pay payment method would be received and applied to your loan on or
before September 30, 2014, it was suggested to your LO that you may want to contact your
banking institution to gather additional details surrounding the payment you made on September
24, 2014.
In addition, your MLD LO was provided with information to make your payment to CMS via
CMS's automated Interactive Voice Response ("IVR") phone payment system as well as CMS's
online website which would credit any payment received by CMS within the same business day,
as long as the payment was made before CMS's end of business cut-off time. We are able to
confirm that CMS applied your September 1, 2014 mortgage payment on September 29, 2014
after this phone conversation occurred.
On September 30, 2014, you contacted CMS and advised the CMS representative that you placed
a stop-pay on the payment that you made on September 24, 2014 and that you intended to
replace that payment that day via CMS's online payment website. You noted that CMS's
website would not allow you to make a payment at that time. The CMS representative informed
you that CMS received and applied the payment that you made via your banking institution's
Chase's Bill-Pay system after the last conversation CMS had with your LO on September 29,
2014. It is important to note that CMS's website will not allow more than one payment to be
made within a seven day period.
Shortly after this conversation, your MLD LO also contacted CMS's loan servicing department
and explained that he spoke to a loan servicing representative the previous day and confirmed
that CMS was not in receipt of your September payment. Your MLD LO went on to explain that
you had intended to cancel the original payment you sent via Chase's Bill-Pay on September 24,
2014 as CMS was not in receipt of that payment as of the last conversation with him on
September 29, 2014, but CMS received and applied the payment later in the day on September
29, 2014.
Your MLD LO also explained that the because a stop-pay was placed on the payment that was
received and applied on September 29, 2014, that payment would be returned unpaid and any
thirty-day late payment that may be reported to the credit reporting agencies by CMS would
inhibit your ability to obtain USDA loan financing. In an effort to assist you, the CMS loan
servicing representative encouraged you to make another payment to CMS, and indicated that
once the September 29, 2014 payment was returned unpaid, the new payment would
automatically replace the returned payment which would prevent the September 1, 2014 payment
from being thirty-days late.
In a further effort to assist you, the loan servicing representative also agreed to waive the
customary $15.00 phone payment fee once you called back to make the new payment and for
your ease provided your MLD LO with the loan servicing representative's name and contact
information. Shortly thereafter, you contacted CMS's loan servicing department and made a
phone payment that was intended to replace the original September 29, 2014 payment.
While CMS did not receive notification from your financial institution that you placed a stop-pay
on the payment received by CMS on September 29, 2014, CMS did receive your written request
to process a refund of your duplicate payment received by CMS on October 7, 2014. On
October 8, 2014, CMS completed your request and issued you a refund of the October 1, 2014
payment that was received by CMS on September 30,2014. As you may recall, CMS issued you
the attached notice dated October 8, 2014 that provided you with a full refund in the amount of
$722.21 via Federal Express, check number 10303232 which resolved all remaining payment
issues and avoided any thirty-day late payment for the month of September 2014.
Also on October 8, 2014, CMS's MLD received all of the updated information from you that was
required by USDA to continue the processing your loan finance request. That same day, CMS
received the approval to close the USDA finance transaction and set a closing date of October
20, 2014.
Please be advised that while CMS does its very best to provide potential borrowers with an
estimated timeline of approval, an approval is never guaranteed or promised until the time that
the loan fmance transaction is formally approved. Consequently, it is the responsibility of the
loan applicant to ensure all documents supporting a loan application are current and to ensure
that all payments toward existing mortgage obligations are made timely until the existing loan is
paid in full. As of the date of this letter, your loan is past due for the October 1, 2014 contractual
payment for a total amount due of$765.81. In order to avoid any payment issues that could arise
should the October 20, 2014 closing date be extended for any reason, we encourage you to
ensure that your October 1, 2014 payment is received and applied by CMS prior to end of the
month.
Based on the foregoing, we believe the record is clear that CMS has diligently assisted you with
your USDA loan finance needs, and that any perceived delay in obtaining the October 20, 2014
closing date has been due to USDA actions alone. It is also clear that, despite the fact that you
waited until September 24 to make the payment that was due on September 1, CMS went above
and beyond customary customer service procedures in an effort to ensure that your September 1,
2014 payment was not paid more than thirty-days late, and promptly returned any duplicate
payments you made in an effort to reduce any inconvenience to you. Should you wish to further
discuss the loan finance transaction timelines or the pending loan closing, we encourage you to
contact your MLD LO, Mr. [redacted], at (888) 267-0584 for further assistance. For any further
questions you may have regarding your existing loan, our Customer Service Department can be
reached at (800) 561 -4567.
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
[redacted]
Customer Advocate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
What is stated in their response is false.  The attorney handling the bankruptcy asked if I wanted to reaffirm the mortgage and I said yes.  The reaffirmation occurred with my Ex-husband as he was listed first on the mortgage.  The reaffirmation was for both of us.  This is an error. I had contacted several insurance companies and the one I have currently was the lowest premium I could find.  [redacted] told me they would not insure the property due to non-payment of premium and the fact there was a loss that occurred on the property.  [redacted] emailed me on 8-17-16 to request a copy of my insurance coverage through [redacted], in which I complied. On 8-19-16 she emailed and request that I send again as the file was corrupt, in which I complied. On 9-6-16, I emailed [redacted] again and said I have not received a response.  On 9-7-16 [redacted] responded and gave me the number for [redacted] with a claim number.  I called [redacted] 3 times with no answer, this is when the adjuster came to the house without notice.  I then called the number for the adjuster on the business card that was stuffed in my door as I still had not heard back from [redacted].  The adjuster set up a time to come out on 9-23 and told me to wait 7-10 days for a response from [redacted].  I waited the 7 to 10 days and left 3 more messages for [redacted].  I then emailed [redacted] back on 9-30-16 and said I have not been contacted. I did not receive a reply back from [redacted] and emailed again on 10-5-16.  [redacted] emailed back and said that she would contact [redacted] and get in touch with me.  I sent another email on 10-10-16 to [redacted] with no response. It is now 10-12-16 with no response from anyone.What was said in Carrington's response in regards to obtaining insurance is false as well.  Every time I called Carrington I asked about new insurance and was told to wait and I would be assisted.  I received a letter from Carrington stating there was no insurance on the house and would subject to their provider.  I immediately called when I received the letter and was told not to worry about it because this whole thing was under investigation.  I did not feel comfortable with no insurance so that is when I obtained my own. If Carrington's clerical error never occurred as stated in their response to my complaint, I would still have my old company with a much lower premium.  They would have sent an adjuster out, give me and estimate, and then issue a check so I could get the repairs needed.  Now I received a letter in the mail from Carrington with a bunch of hoops they want me to jump through and provide information to them that was never provided to me such as an estimate of damages and photos from the adjuster.  This was all done through their contractors and have been told I can't have that information.  It also states that if a claim check is issued I will have to have my ex-husband endorse the check.  The check will not be for the full amount of the damages and the rest will be put in an escrow account that I will not have access to.  I don't understand how a clerical error on their part is putting everything back on me. My next recourse in this is going to be to take this to my attorney and I will be suing for damages, reimbursement of premium fees, and pain and suffering.  He already told me that if this isn't handled in a timely manner that he would take the case.  It is going on 3 months now since the home flooded due to the washer.  There are several items in their response to my complaint that are false and were never made aware to me.
Regards,
[redacted]

February 16, 2017     [redacted]               RE:      Loan No.:...

                   [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 January 31, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you state that in the later part of November 2016, you notified CMS that you received a property tax exemption due to your disability status.  You state that on multiple occasions you have requested CMS to perform a new escrow analysis and to issue a refund to you but the actions you have requested from CMS have not been completed timely.  You also express dissatisfaction with the communication and level of customer service you have received from CMS while trying to have the matter resolved.  The resolution you desire is for CMS to perform a new escrow analysis and to issue the appropriate escrow refund to you.   As you know, the servicing of your [redacted] (“[redacted]”) insured loan was transferred from [redacted]. (“[redacted]”) to CMS on November 4, 2014.  On November 8, 2014, 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 November 1, 2014 mortgage payment.    A review of our records found that you filed for protection under a Chapter 7 Bankruptcy, case number July 1, 2011.  On October 11, 2011 the courts granted your request to discharge all secured and unsecured debts listed on your original petition.  As you did not reaffirm the debt prior to obtaining the discharge, you were no longer personally liable to repay the discharged mortgage debt; however, the discharge did not extinguish the lien on the subject property.  As such, that this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.   We are able to confirm that the terms of your [redacted] insured loan require you to maintain an escrow account for the future payment of property taxes and insurance.  Although you are required to pay your hazard insurance premium annually, your property taxes are paid semi-annually (twice a year) typically in May and November.  Below you will find a summary of the disbursements that CMS has paid from your escrow account for property taxes.   Date Amount Transaction Entity 12/01/2014 $643.25 Property Tax Disbursement [redacted] County 05/01/2015 $643.25 Property Tax Disbursement [redacted] County 11/11/2015 $643.25 Property Tax Disbursement [redacted] County 05/16/2016 $643.25 Property Tax Disbursement [redacted] County 11/14/2016 $673.75 Property Tax Disbursement [redacted] County   Our records show that on November 16, 2016, CMS received a Notice of Tax Exemption documenting that you were approved for an exemption to reduce your property taxes due to you being a United States Veteran and also being classified as 100% disabled.   The exemption was to be effective with the property taxes that were due in December 2016.  It is important to note that to ensure timely payment of your property taxes, CMS had already disbursed the payment for this property tax installment on or about November 14, 2016 which was before CMS received notification that your tax exemption was in place.    Please be advised that the payment for your property taxes was made with a bulk check which included property tax payments for other loans secured by property situated in [redacted] County.  After being notified of your property tax exemption, CMS began taking the necessary actions to request a refund of your property tax payment from [redacted] County.  Please note that CMS would be unable to perform a new escrow analysis to reduce your monthly mortgage payment or to issue a refund until the time that a refund was received from [redacted] County and applied to your escrow account.   On November 30, 2016, you initially contacted CMS and notified our Tax Department of the property tax exemption.  During that telephone conversation, you were notified that CMS received your tax exemption letter, and that the payment of $673.75 had already been disbursed from your escrow account to [redacted] County.  Based upon our records, you were clearly notified that a refund had already been requested and that once the refund was received and the funds were applied to your escrow account, CMS would perform a new escrow analysis.  The new escrow analysis would take into consideration your reduced property taxes and any refund due to you would be issued at that time.   On December 6, 2016, CMS contacted [redacted] County in an effort to determine the status of the refund request.  A representative with [redacted] County notified CMS that the refund was being prepared at that time.  CMS received no further contact from you until December 27, 2016.  During that phone conversation, you questioned why your mortgage payment had not been reduced as you were exempt from paying property taxes.  The CMS representative notified you that CMS had not yet received the refund from [redacted] County at that time.    Over the following weeks, CMS spoke with you on multiple occasions and in each instance you were notified that CMS had not yet received the requested refund.  You were reminded that CMS could not perform a new escrow analysis to reflect a reduced mortgage payment nor could CMS issue any refund that may have been due to you until the time that CMS received the property tax refund and applied that refund to your escrow account.  CMS apologizes if you were dissatisfied with the communication and level of customer service you received from CMS; however, we respectfully submit that multiple CMS representatives were polite and professional while providing you with accurate information.   On January 19, 2017, CMS received a property tax refund in the amount of $655.75 which was the difference between the amount of your reduced semi-annual property taxes of $18.00, and the amount of $673.75 that CMS disbursed from your escrow account on November 14, 2016 ($673.75 minus $18.00 equals $655.75).  A request was then made for CMS’s Escrow Department to perform a new escrow analysis for your loan.   On February 9, 2017, CMS completed a new escrow analysis for your loan and issued you the attached escrow analysis notification.  The escrow analysis projected your total annual escrow disbursements to be in the amount of $1,007.00 which included your annual hazard insurance premium and your reduced property taxes.  Based upon the projected escrow disbursements, CMS determined that your escrow account contained an escrow surplus of $567.79.  The escrow surplus was issued to you that same day.  The escrow analysis notified you that your mortgage payment would be reduced from $885.38 to $767.31 effective on February 1, 2017.  For your ease of reference, a breakdown of the on February 1, 2017 mortgage payment is outlined below.               Principal and Interest:             $          683.40             Base Escrow Collection:         $            83.91 ($1,007.00 divided by 12)             February 1, 2017 Payment      $          767.31   On February 15, 2017, I personally contacted you via telephone to notify you that the concerns raised in your complaint had been resolved.  I explained that your monthly mortgage payment has been reduced to $767.31 effective on February 1, 2017.  I outlined the February 9, 2017 escrow analysis and informed you that an escrow surplus check was issued to you on February 9, 2017 in the amount of $567.79.  I also apologized for any inconvenience you may have experienced while CMS worked to resolve the issue and if the level of customer service you received from CMS did not meet your expectations.  Prior to ending the call, I also provided you with my contact number in the event that you had any future questions or concerns relating to the information contained in this letter.   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 advanced payment of your property taxes prior to being notified of your property tax exemption.  CMS promptly requested a refund of the overpayment and once received, CMS performed a new escrow analysis which reduced your mortgage payment and triggered the escrow surplus to be issued to you.  Should you wish to further discuss any aspect of the account, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.   Sincerely,     [redacted] 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 http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at [redacted], 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 [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 12, 2016 Original response sent via regular mail [redacted]             RE:      Loan...

No.:                    [redacted]                         Complaint No.:           [redacted]                         Borrower:                    [redacted]                         Property Address:       [redacted], [redacted] Dear Ms. [redacted]: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 15, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry. As we understand your complaint, you state that you made payments towards your principal balance, but CMS incorrectly applied the payments as regular monthly payments. You go on to say that you spoke with our Customer Service Department to address the issue, but CMS has still failed to correct the application of your payments. Also, you claim that CMS increased your monthly mortgage payment amount even though your yearly property taxes decreased. As a result, you feel that CMS’s actions in servicing your account are careless, unprofessional, and improper. Consequently, your desired resolution is for CMS to apply your payments to principal as you originally intended, explain the reason why your monthly mortgage payment amount increased, and to provide you with confirmation that your account has been updated to reflect your correct account balance. As a preliminary matter, please accept this correspondence as confirmation that CMS has made the necessary corrections and reapplied your payments to your account as you originally intended. Specifically, our records confirm that CMS’s Customer Service Department has corrected and reapplied every payment you called about and requested to be applied towards your principal balance within a reasonable timeframe. For your reference, attached hereto as Exhibit “A” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions as proof that all of your payments have been corrected and reapplied to your account as you requested. As a reminder, the servicing of your loan was transferred from [redacted] (“[redacted]”) to CMS on April 2, 2015. Therefore, CMS received and applied only the mortgage payments that were made on or after April 2, 2015. We appreciate you bringing this matter to our attention, and we apologize that we were not able to carry out your intentions with respect to the application of the payments at issue as quickly as you desired. Furthermore, we strongly encourage you to review your payment history. If you want to reapply any additional payments toward your principal balance since the date CMS became your servicer, please contact me directly with the specific date and amount of the payment you wish to apply towards your principal balance. You can contact me directly at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time. That said, CMS would like to take this opportunity to advise you that as of July 1, 2015 you have the ability to make your monthly mortgage payment and an additional payment to your principal via CMS’s online payment website after the monthly payment due date. If you want to make your monthly mortgage payment before the due date you may also submit your payment via the online payment website. If you want to make your monthly mortgage payment and an additional payment to your principal before the due date, please note that you are able to do so in two transactions. In the first transaction, system limitations only permit you to pay the total amount due for the monthly mortgage payment. In the second transaction, which can be completed no sooner than the following business day, you may submit an additional payment towards your principal balance not to exceed the amount of your regular monthly mortgage payment by entering that specific amount under the “other” category on the online payment website. Lastly, you also have the ability to make a payment towards your principal balance by mailing a personal or bill pay check not to exceed the amount of $10,000.00. If you want to make a payment towards your principal balance greater than $10,000.00, please make certain to send certified funds such as a money order or cashier’s check to our headquarters as follows: Carrington Mortgage Services, LLC Cashiering Dept. 2-270 [redacted] With regard to your escrow analysis, please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty (60) days following the effective date of a service transfer. On this particular account, our servicing notes indicate that your loan was transferred from [redacted] to CMS on April 2, 2015; thus, an escrow analysis needed to be completed on or before June 2, 2015. Furthermore, it is important to understand that the analysis of your escrow account does not impact your interest rate of 5.75% or your monthly principal and interest payment in the amount of $719.30. Our records indicate that on June 2, 2015, CMS completed the first escrow analysis on your account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”). For your reference, attached hereto as Exhibit “B” please find a copy of the June 2, 2015 AEADS. The purpose of the June 2, 2015 AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, 2015 and ending July 31, 2016. More specifically, the AEADS projected that your yearly county taxes would be $398.26 and that your yearly homeowners insurance premium would be $562.00. Correspondingly, the total disbursements for your escrow cycle beginning August 1, 2015 and ending July 31, 2016 were calculated to be $960.26, which if spread over a twelve (12) month period is equal to approximately $80.02 every month. Moreover, please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent the escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in your escrow account. Because escrow items remain your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds. Specifically, RESPA authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amount. Additionally, when the escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amount. If you want to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted]. Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for the escrow cycle beginning August 1, 2015 and ending July 31, 2016. Correspondingly, the total escrow cushion that CMS may collect is $160.04, which represents approximately two (2) months of escrow payments. Based on the calculations from the June 2, 2015 AEADS, your low point escrow balance was $425.57. As a result, in order to reach a low point escrow balance of $160.04, the allowed 1/6th escrow cushion, CMS sent you a refund check for the escrow surplus in the amount of $265.53 on June 3, 2015 via regular mail. Resultantly, that is the reason why your overall monthly mortgage payment decreased by $24.44, from $823.76 to $799.32 starting with your August 1, 2015 mortgage payment. On April 14, 2016, CMS reanalyzed your escrow account pursuant to your request. Based on the calculations from the April 14, 2016 AEADS, your projected escrow activity for your escrow cycle beginning June 1, 2016 and ending May 31, 2017 were calculated to be $999.86. More specifically, the AEADS projected that your yearly county taxes would be $437.86 and that your yearly homeowners insurance premium would be $562.00, which if spread over a twelve (12) month period is equal to approximately $83.32 every month. While your projected yearly homeowners insurance premium did not change from the original escrow analysis, please note that your yearly county taxes did change. Specifically, your county taxes increased by $39.60, from $398.26 to $437.86. For your reference, attached hereto as Exhibit “C” please find a copy of the April 14, 2016 AEADS. On the April 14, 2016 escrow analysis, your low point escrow balance was $200.44. As a result, in order to reach a low point escrow balance of $166.64, the allowed 1/6th escrow cushion, CMS credited your escrow account in the amount of $33.80. Due to the increase in your yearly county taxes, your overall monthly mortgage payment increased by $0.49, from $799.32 to $799.81 starting with your June 1, 2016 mortgage payment. In closing, as of the date of this correspondence, your loan is current through May of 2016. The next payment due is scheduled to be paid on June 1, 2016 in the amount of $799.81. Based on the foregoing investigation and review of your account, the record is clear that CMS has resolved your concerns as timely as possible and reapplied your payments to your account as you originally intended. Moreover, while we understand you would have preferred a different outcome, we respectfully submit that the collection of the escrow cushion is permitted by law and common within the mortgage industry. Therefore, CMS will continue to comply with federal law and collect the allowable escrow cushion. Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of 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].

August 31, 2015
 
 
[redacted]
 
RE:      Complaint No.:           [redacted]
Loan No.:       ...

            [redacted]
 
Dear Ms. [redacted]:
 
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 6, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand your complaint, you claim that you received calls and messages from CMS and when you did answer the telephone, the CMS representative asked to speak with your husband. You indicate that when you inquired about the reason for the call, the CMS representative hung up on you.  You go on to say that you called CMS back to inquire about the reason for the call and you were informed that CMS did not have you listed as an authorized third party.  You go on to  explain that CMS should have the authorization to disclose account information to you because you were present when your husband provided the authorization to CMS.  Lastly, you state that the CMS representative refused to transfer the call to a manager as requested and hung up on you.
Upon review, our records show that on August 6, 2015, you called CMS and spoke to a CMS representative who informed you that CMS did not have you listed as an authorized third party for this loan and therefore could not discuss this loan with you.  You mentioned that your husband had given verbal authorization previously.   The CMS representative explained that the authorization provided by your husband was a one-time verbal authorization but if your husband was available he could grant you another one-time verbal authorization; however you indicated that he was not available.  Subsequently, the CMS representative explained that unfortunately CMS could not discuss any details about this loan with you until the required third party authorization was provided by the borrower of record.
 
Please note that as of the date of this correspondence CMS does not have the proper authorization to disclose account information to you. To provide you with the necessary authorization, the primary borrower can write a letter which can be submitted directly to the undersigned.  The letter must include the information referenced below.
 
1.      Third Party Representative Name
2.      Third Party Representative Contact Number
3.      Third Party Representative ID/Password
4.      Authorization Expiration Date (if applicable)
5.      Printed name, date 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,
 
 
[redacted]
 
 
CC:     [redacted]
Revdex.com
 
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], 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].
 
[redacted]:
Notice to [redacted] Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE [redacted] DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted].  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted].

September 23, 2016
[redacted]
[redacted]
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted], [redacted]
Complaint 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 September 7, 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 you are aware, our Customer Advocate Department originally received an inquiry from you via the Consumer Financial Protection Bureau (“CFPB”) on September 6, 2016 which raises the exact same issues as this complaint. Accordingly, the loan was researched and the attached response was sent to you by CMS via the CFPB Portal on September 23, 2016.
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
-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], [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], [redacted].

January 20, 2016
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
           RE:      Complaint No.:           [redacted]
Loan...

No.:                    [redacted]
Property Address:       [redacted], [redacted]  [redacted]
Dear Mr. [redacted] and Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 4, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you claim that CMS has inaccurately reported your loan to the credit agencies.    You go on to explain that you discovered this reporting error while shopping, and that the credit consultant assisting you informed you that your credit report was showing this loan had not been current since August 2015.  In addition, you claim that when you called CMS to resolve this error, the CMS Representative was not helpful in providing you an acceptable resolution on this matter. 
At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on or about April 2, 2015.  At the time of the service transfer the loan was showing contractually due for the April 1, 2015 payment.  While CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition.  This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date. 
Upon review, our records show that on April 18, 2015 CMS sent you a billing statement.  Subsequently, on April 24, 2015 CMS received a payment from you in the amount of $4,100.00, and this payment was applied to your April 1, 2015 payment in the amount of $4,045.92 and $54.08 to principal curtailment.  On April 27, 2015, you called CMS and during this call you informed the CMS representative that you had sent your April 1, 2015 payment to the prior servicer but, that you had received the CMS billing statement and that you would be sending your payments to CMS going forward.
Thereafter, on May 14, 2015, CMS received another payment from you in the amount of $4,050.00, and this payment was applied to your May 1, 2015 payment in the amount of $4,045.92, and $4.08 was applied to principal curtailment.  Also on May 14, 2015 CMS sent you a billing statement that showed the details of this payment transaction and the next payment due on June 1, 2015 in the amount of $4,045.92.  For your ease of reference attached is a copy of this statement.
On May 27, 2015, an Escrow Analysis was completed.  This Escrow Analysis was completed as part of the post service transfer requirements mentioned above.  That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”) that informed you that your monthly payment would change from $4,045.92 to $4,375.62 beginning with your August 1, 2015 payment.  Attached for your ease of reference is a copy of this AEADS.
Subsequently, on June 15, 2015, CMS received a payment from you in the amount of $4,100.00, and this payment was applied to your June 1, 2015 payment in the amount of $4,045.92, and $54.08 was applied to principal curtailment.  On that same day, CMS sent you a billing statement that showed the details of this payment transaction and the next payment due on July 1, 2015 in the amount of $4,045.92.  For your ease of reference attached is a copy of this statement.
On July 16, 2015, CMS received another payment from you in the amount of $4,050.00, and this payment was applied to your July 1, 2015 payment in the amount of $4,045.92, and $4.08 was applied to principal curtailment.    On that same day, CMS sent you a billing statement that showed the details of this payment transaction and the next payment due on August 1, 2015 in the amount of $4,375.62.  For your ease of reference attached is a copy of this statement.
On August 14, 2015, CMS received a payment from you in the amount of $4,200.00, as this payment was short of the full payment amount of $4,375.62; this payment was applied to the suspense account.  Subsequently, on August 18, 2015, CMS sent you a billing statement that showed this payment transaction and that your loan was still due for the August 1, 2015 payment.    For your ease of reference attached is a copy of this statement.  In addition, CMS also sent you a letter that a late fee had been assessed to your loan because the August 1, 2015 payment had not been received.  Attached for your ease of reference is a copy of this letter.
As no response was received from you, on September 1, 2015, CMS sent you another notice informing you that your payment in the amount of $4,200.00 was short of the amount due on your loan.  Attached for your ease of reference is a copy of this letter.  On September 6, 2015, CMS sent you a Notice of Intent to Foreclose (“NOI”).  This notice explained that the loan was in default for the nonpayment of the May 1, 2015 contractual payment and provided the required amount of $8,926.26 less $4,200.00 in suspense to cure the delinquency.   A copy of this notice is attached for your ease of reference.
On September 15, 2015, you called CMS and during this call you indicated that you had received an NOI and that you were upset and did not understand why you were receiving this notice since you had paid your August 1, 2015 payment timely.  The CMS Representative explained that the payment received on August 14, 2015 in the amount of $4,200.00 was short of a full monthly payment amount of $4,375.62 and therefore, this payment had been applied to suspense.  As such, your loan was showing contractually due for the August 1, 2015 and September 1, 2015 payments in the amount of $4,375.62 each, plus a late fee in the amount of $175.02 for a the total amount due of $8,926.26, and a credit in the amount of $4,200.00 in suspense.  You indicated that you were unaware of a payment amount change and asked why the payment had changed.  The CMS Representative explained that the payment change was due to an Escrow Analysis that had been completed by CMS on May 27, 2015, and that an AEADS explaining the payment change had been sent to you that same day.  The CMS Representative explained in detail the AEADS calculations, total disbursement amounts, escrow shortage and breakdown of the monthly payment effective August 1. 2015.
You indicated that your husband paid the bills and he never opened the mail, therefore, you were unaware of the payment change.  You asked the CMS Representative if you could pay the shortage using a credit card as you wanted to pay the payment shortage over the phone.  The CMS Representative explained that a payment by phone could only be accepted using a checking or savings account.  You also informed the CMS Representative that your husband had already mailed the September 1, 2015 payment in the amount of $4,300.00; therefore, you also wanted to add the amount needed to complete the September 1, 2015 payment.  That same day, the CMS Representative accepted and processed a payment by phone in the amount of $251.24, and this payment was applied to suspense.  Later that same day, CMS applied from suspense your August 1, 2015 payment in the amount of $4,375.62, and $75.62 remained in suspense.  Subsequently, on September 16, 2015 CMS received your payment in the amount of $4,300.00, this sum was combined with the funds in suspense to complete and apply your September 1, 2015 payment in the amount of $4,375.62.
           
Moreover, the records show that your payments for October 1, 2015 through January 1, 2016 were all received and applied to your loan within the fifteen (15) day grace period.  As of the date of this correspondence, your payment history reflects that your account is paid through January 1, 2016 and due for the February 1, 2016 payment in the amount of $4,375.62.  For your ease of reference, attached please find a copy of a twenty-four (24) month payment history and account balances along with the transaction codes and definitions.
Based on the foregoing, we conclude that the information reported to the credit agencies as of January 19, 2016 properly reflects your loan information and status.  CMS is obligated by federal law to provide timely and accurate credit reporting regarding the current loan status, payment history and loan information.  We are, therefore, unable to make the requested changes to the reported information.  It is important to note that despite the fact that you made a payment to CMS on August 14, 2015, this payment was short of the full monthly payment amount, and therefore, this payment could not be applied as your August 1, 2015 payment.  Additionally, the balance to complete the August 1, 2015 payment was received by CMS on September 15, 2015, and that is the date CMS applied your full August 1, 2015 payment to your loan, which was forty-five  (45) days after the contractual due date.  
In closing, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC:  Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC [redacted].
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
New York:
New York City Department of Consumer Affairs License Number [redacted]
This Collection agency is licensed by the City of Buffalo license numbers: [redacted] & [redacted]
City of Yonkers Debt Collection Agency License Number: [redacted]
For New York residents: You may file complaints about CMS with the New York State Department of Financial Services. You may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at [redacted]. Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services.