Carrington Mortgage Services LLC

February 18, [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Property Address: [redacted] ***, [redacted] Dear Ms [redacted] : The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on January 21, 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 are primarily asserting that you have not received the permanent loan modification agreementIn addition, you claim CMS should refrain from sending certified mail indicating that your home will be foreclosed on and should also discontinue the ongoing property inspections Lastly, you allege that you have called, faxed and emailed CMS but that CMS has not responded to your communications At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan transferred from Bank of America (“BOA”) to CMS on or about August 1, Attached for your ease of reference is a copy of the August 12, Notice of Service Transfer (“Hello Letter”) sent to you by CMS At the time of the service transfer your loan was showing due for the May 1, paymentPrior to the service transfer the loan was approved by BOA for the attached 3-month Trial Period Plan Agreement beginning June 1, The records reflect BOA received the three initial trial period payments After the transfer, CMS continued accepting the trial payments and started working to approve a permanent modification agreementCurrently, and as set forth in detail below, CMS cannot finalize the permanent modification agreement due to a title issue you have indicated you are working to correct Upon receipt of the complaint, CMS began researching the concerns you raised regarding the property preservation fees, permanent loan modification agreement, and your continued receipt of the Notices of Intent to Foreclose (“NOI”) First, CMS’s records indicate that property inspection fees of $were assessed to the loan on August 15, 2014, September 7, 2014, October 8, 2014, November 9, 2014, December 10, and January 11, It is important to note that the property inspection fees were assessed pursuant to Section Five (5) of the attached Deed of Trust that secures this loan which states: “Lender may inspect the property if the property is vacant or abandoned or the loan is in default.” Based on the foregoing, CMS responds that because the loan was in default during the relevant period of time the property inspections were requested in accordance with the terms of the Deed of Trust Second, in relation to the Notices of Intent to Foreclose, CMS acknowledges that it did send these to you on or about September 16, 2014, September 30, 2014, October 30, 2014, December 9, 2014, January 6, and February 7, While you appear to believe that CMS has somehow exhibited poor customer service practices by issuing the NOI’s please be advised that CMS is required to send this notice to borrowers for all loans that are in default Third, CMS prepared the attached permanent loan modification documents on or about February 6, and called to advise you that the documents were ready If you recall, you spoke to CMS on February 10, and indicated your last name had changed from [redacted] to [redacted] - [redacted] You requested that the modification be updated to reflect your hyphenated last name CMS responded that in order for it to update the loan modification agreement the public title records also needed to reflect the name change CMS’s records reflect that you said you would record a Quit Claim Deed transferring the property from [redacted] to [redacted] - [redacted] As of the date of this response, CMS has not been provided with a copy of a signed or recorded Quit Claim Deed As a courtesy and in anticipation that CMS would be receiving the original executed permanent loan modification agreement, the property inspection set for February was cancelledThe inspections will reconvene starting March 1, if CMS has not received the executed agreement Based on the foregoing, CMS believes the record is clear that it has diligently worked to provide and implement the permanent modification and to accurately communicate regarding the account delinquency and the potential consequences for failing to cure the delinquencyUpon timely receipt of properly executed permanent loan modification documents, CMS will discontinue the property inspectionsWe sincerely apologize if you misunderstood any of the notices provided Carrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may have We can be reached at [redacted] Monday through Friday, 8:AM to 5:PM, Pacific Time Sincerely, [redacted] CC: Revdex.com

November 2, ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Property Address: [redacted] , [redacted] Dear Mr***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on October 10, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your complaint, you state that although you sent two checks to CMS in August 2016, the two checks were not credited to your account You further state that you contacted CMS to resolve the issue and found that CMS had no record of receiving your second check After providing evidence of the cashed payment to a specific CMS representative, you have not received a response from that individual You are refusing to make any additional mortgage payments until this matter has been resolved As a result, you are requesting CMS to locate and apply the second check to your loan and to transfer your loan to a loan servicer in your local area At the outset, please note that the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from JPMorgan Chase Bank, N.A(“JPMC”) to CMS on December 3, On December 4, 2013, CMS issued the attached Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer to CMS At the time of the service transfer your loan was contractually current and showing due for the January 1, mortgage payment Our records show CMS received your January 1, through June 1, mortgage payments in a timely fashion On July 22, 2016, CMS completed a new escrow analysis for your account and sent you the attached Annual Escrow Account Disclosure Statement (“AEADS”) The purpose of the July 22, AEADS was to advise you of your projected escrow disbursements for your escrow cycle beginning on September 1, and ending August 31, More specifically, the AEADS projected that your yearly city taxes would be $645.78, your yearly homeowners insurance premium would be $1,823.00, and your yearly FHA Mortgage Insurance Premium (“MIP”) would be $ Correspondingly, the total disbursements for that escrow cycle were calculated to be $2,680.46, which if spread over a twelve month period was equal to $per month Moreover, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent the escrow balance from being overdrawn The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the borrower’s escrow account Because escrow items remain your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds The Real Estate Settlement Procedures Act (“RESPA”) allows CMS to collect an escrow cushion equal to one-sixth (1/6th) of the annual escrow disbursements (not including MIP) If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment of Housing and Urban Development website at [redacted] Based on the calculations from the July 22, escrow analysis, your low point escrow balance was negative $In order to reach the required escrow balance of $411.46, (the allowed 1/6th escrow cushion), CMS needed to collect an escrow shortage in the amount of $ Resultantly, that is the reason why your overall monthly mortgage payment increased by $64.74, from $to $ effective with your September 1, mortgage payment Our records show that CMS received no payments from you during the month of July Due to the delinquent status of your loan, CMS sent a mortgage assistance solicitation notice to you on August 2, The solicitation notice informed you of the no-cost programs that were designed to assist borrowers seeking to avoid foreclosure Because your loan was contractually delinquent for the July 1, mortgage payment, CMS sent you the attached Notice of Intent to Foreclose (“NOI”) on August 6, The amount to cure the delinquency at that time was $1, Later that day, CMS received funds from you in the amount of $ Those funds were applied to your July 1, payment in the amount of $515.67, and the remaining $was placed in an unapplied status After the application of these funds, your loan was contractually delinquent and due for the August 1, payment of $ On August 19, 2016, CMS contacted you to collect the August 1, mortgage payment that was past due You advised the CMS representative that a partial payment of approximately $was mailed to CMS on August 18, You explained that the reason you sent a partial payment to CMS was because you did not have sufficient funds to make a full mortgage payment You advised the CMS representative that you intended to send the balance of the payment to CMS before the end of the month The CMS representative informed you that because the check you sent was not sufficient to satisfy the August 1, mortgage payment, your funds would be placed in an unapplied status On August 22, 2016, CMS received your check number 1020, in the amount of $ Because the funds were not sufficient to satisfy the August 1, mortgage payment of $515.67, the funds were placed in an unapplied status After receipt of these funds your loan was due for the August 1, mortgage payment with an unapplied balance of $ Because your loan was contractually delinquent for the August 1, payment, CMS sent the attached NOI to you on September 6, The amount to cure the delinquency at that time was $1,137.32, less the $that was held in unapplied status On September 12, you contacted CMS to question why your account was showing delinquent for the August 1, payment You informed the CMS representative you had recently sent two checks to CMS in the amounts of $and $respectively You explained that according to your financial institution, both checks were cashed by CMS You further explained that the $check was cashed by CMS on August 23, 2016, and the $check was cashed by CMS on August 31, In an effort to assist you, the CMS representative reviewed your account history while on the phone with you During that phone conversation, the CMS representative confirmed receipt of the $check that was applied to your loan on August 22, 2016; however, the representative informed you that there was no record of your $check The CMS representative encouraged you to fax a front and back copy of the cancelled check to [redacted] so that CMS could further research the missing payment A review of our records determined that the CMS representative received information from you on September 16, Regrettably, the information that was received by CMS did not include the front and back copy of your cancelled check as requested, nor did the correspondence provide CMS with your loan number Please be advised that it is necessary that all communication sent to CMS contain your loan number so that CMS can identify the corresponding loan in question Nevertheless, we realize that additional research could have been completed by CMS which may have resulted in the identification of your account CMS would like to take opportunity to sincerely apologize to you as the CMS representative did not reach out to you directly to request additional information necessary to locate your missing payment On September 21, 2016, a CMS representative contacted you to inquire about your August 1, and September 1, mortgage payments You informed the CMS representative that you had faxed information to CMS showing that you had already paid the August 1, payment, and that your loan should be due for the September 1, mortgage payment You explained that you would not be making another payment until CMS located and applied the missing payment to your loan Based upon the information you provided, the CMS representative understood that you were already working with another CMS representative to resolve the matter Accordingly, CMS took no further action but notified you that CMS would continue collection calls until the loan became contractually current On September 28, 2016, CMS contacted you again in an effort to collect your August 1, and September 1, mortgage payments During this phone conversation, you again advised the CMS representative that you had paid the August 1, payment, and had provided proof that CMS had cashed both checks you sent to satisfy the payment Before ending the call, you informed the CMS representative that you would not be making another payment until CMS located and applied the missing payment to your loan Upon receipt of your Revdex.com complaint, we have confirmed that the information you provided to CMS on September 16, was insufficient by itself to locate the missing payment as you did not provide CMS with front and back copies of the payment in question Nevertheless, solely as an expression of our commitment to the highest standards of customer satisfaction, we requested that our Cashiering Department review every single check in the amount of $received by CMS between August 28, and August 31, On October 26, 2016, the missing payment in question was located It was at that time that CMS determined that your check number 1022, in the amount of $did not reference your correct loan number This is the reason the funds were not applied to your loan The attached copy of your check will show the account number you referenced was [redacted] which differs from your loan number of [redacted] Later that day, CMS began taking the necessary actions to retroactively apply the funds to your loan effective as of the original date of receipt Accordingly, CMS reversed the $from unapplied status and combined those funds with the recently located $for a total amount of $ Of those funds, CMS applied $to your August 1, payment, $was applied to outstanding late charges due, $was applied to property inspection fees and the remaining $was applied to your principal balance Because the August 1, mortgage payment was satisfied effective as of August 30, 2016, CMS has taken the necessary actions to report that your August 1, mortgage payment was received within the same month that the payment became due On October 27, 2016, CMS issued the attached NOI to you This NOI explained that your loan is in default for nonpayment of the September 1, mortgage payment and provided $1,as the amount required to cure the delinquency This letter also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the property We encourage you to remit the past due payment to CMS at your earliest convenience and to ensure that your correct loan number is referenced on your form of payment On October 31, 2016, CMS received your check number 1029, in the amount of $ Because the funds were not sufficient to satisfy the September 1, mortgage payment of $580.41, the funds were placed in an unapplied status As of the date of this letter, your loan is contractually delinquent and due for the September 1, mortgage payment for a total amount due of $1,787.65, less $in unapplied status Attached for your review is a copy of the loan payment history along with the loan servicing system transaction codes and definitions In response to your request that CMS transfer the servicing of your loan to a local loan servicer, please be advised that CMS respectfully declines your request at this time We respectfully submit that the practice of transferring servicing rights is standard within the industry and in compliance with applicable law That being said, CMS reserves its right to transfer the servicing of your loan at a later date, should CMS decide to do so Finally, please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error Based on the foregoing, we believe the record is clear CMS properly applied your payments to the loan that each of your payments referenced It is also clear that CMS was not in receipt of the specific information requested from you to locate the missing payment and that the information you sent did not contain your loan number nor the requested front and back copies of the cashed check The combination of these two events prevented CMS from locating the payment in question in a timely manner CMS respectfully submits that after a diligent review of all payments matching the missing payment was completed, CMS was able to locate the missing payment and make the appropriate corrections to your account Should you have any questions or concerns regarding any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Pacific TimeSincerely, [redacted] Customer Advocate CC: Revdex.com

October 6, [redacted] , [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Property Address: [redacted] ***, [redacted] , [redacted] Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on September 28, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As you are already aware, the Customer Advocate Department originally received your inquiry filed with the Revdex.com via email on September 3, We note that your initial inquiry raises the exact same issues as your current inquiryAccordingly, CMS researched the issues raised and responded on September 22, In our response, we addressed that the payment of the insurance premium of $on April 9, contributed to the anticipated shortfall in the escrow account of $along with the one sixth (1/6th) or two month’s escrow payment in your escrow account of $Based on the anticipated shortfall of -$in addition to the required escrow cushion of $305.74, the projected shortage of -$is accurate After a thorough review of the rebuttal submitted, CMS is unable to identify any new issues that have not already been specifically addressed in our prior responseFor your ease of reference, attached hereto is a copy of the September 22, response for your review We also note that you recently spoke with our Customer Service Department on September 22, and requested to spread the escrow shortage over twenty four (24) months On September 23, 2015, your loan was re-analyzed reflecting a required escrow cushion of $305.74, one sixth (1/6th) or two months escrow payments along with an anticipated shortfall of -$The two amounts are added together, providing the anticipated escrow shortage of -$This amount has been divided over twenty four (24) months adding an additional $to your required monthly escrow payment of $for a total escrow payment of $For your ease of reference we have included a copy of the most recent analysis for your review In closing, CMS respectfully disagrees with your allegation that your escrow payment has increased over $Based on our review of your escrow account, the total escrow payment at the time of transfer was $In reviewing the analysis completed on August 25, 2015, the total escrow payment increased by $as the total escrow payment was $A review of the most recent analysis completed on September 23, indicates the total escrow payment increased by $as the total escrow payment is now $ We trust this communication addresses all of the concerns noted in your complaintIf you have further questions, please contact the undersigned at [redacted] , Monday through Friday from 8:AM to 5:PM, Pacific Time Sincerely, [redacted] Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] ***, or by calling [redacted] Please include your loan number on all pages of correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou 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 loanIf 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 bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs 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 purposeThis 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe 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 reliefFor 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 determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** NORTH CAROLINA: Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No& and North Carolina Secure and Fair Enforcement Mortgage Licensing Act [redacted] ***

Carrington bought my mortgage from [redacted] in November, and I have called them at least times at about minutes per call, sent faxes, and contacted them through USPS I was told it would be days before it would be reported to credit agencies, but it took days This negatively impacted my credit score My monthly payment increased by $because Carrington decided that two months' mortgage - instead of the usual one - is now required for escrow I was charged $for an unauthorized appraisal Although I canceled my auto draft the week before the due date and paid my mortgage online for February, my auto draft bank account was still charged; additionally, I was penalized with a $non-sufficient funds fee I was told that my new auto draft account would be active in March, but the old (now closed) account was charged on March 1, and yet another $NSF fee was accrued to my payment As a result, I can no longer use the auto-draft, online payment

October 16, ORIGINAL SENT VIA REGULAR MAIL [redacted] RE: Loan No.: [redacted] Complaint No.: [redacted] Borrower: [redacted] Property Address: [redacted] Dear Mr [redacted] : The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 21, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry As we understand your complaint, you allege that you made your August 1, mortgage payment online on August 3, and that you never received a mortgage statement for the September 1, paymentYou go on to say that your online account was locked and when you called CMS to unlock your account, a CMS representative advised you that you had failed to make your September 1, payment on time and that a late fee had been assessed on your accountConsequently, you believe that CMS should be responsible for waiving the late fee assessed on your account because you never received a mortgage statement for the September 1, paymentAs a result, your desired resolution is for CMS to refund you the late fee assessed on your account and to apologize for the uncooperative customer service you allege to have received At the outset, please note that the servicing of your loan was transferred from [redacted] (“***”) to CMS on or about April 2, At the time of the service transfer your loan was contractually current and due for the May 1, payment After a thorough review of your account and payment history, our records do not indicate receipt of an online payment from you on August 3, For your ease of reference, below please find a table with all payments received and processed by CMS along with confirmation of how each payment was applied to your accountMoreover, attached hereto as Exhibit “A” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions Regarding your monthly mortgage statements, our records indicate that CMS has sent you a total of seven (7) statementsThe statements were sent on April 18, for the May 1, payment, on May 1, for the June 1, payment, on June 1, for the July payment, on July 1, for the August 1, payment, on August 1, for the September 1, payment, on September 18, for the September 1, and October 1, payments, and on October 3, for the November 1, paymentFor your reference, attached hereto as Exhibit “B” please find copies of these statements Additionally, please note that CMS’s policy is to generate mortgage statements on the date that a payment is made if that payment is applied to the loan after the monthly due dateIf the payment is applied before the monthly due date, a mortgage statement will be generated on the first (1st) of the month that the payment is dueLastly, if a payment is not received or applied by the sixteenth (16th) of the month, then a mortgage statement will be automatically generated on the eighteenth (18th) of the month and it will include a late fee assessment (if applicable) Furthermore, after a review of the phone call recording, CMS finds no evidence of unprofessional or uncooperative customer service by CMS representativesContrary to your allegations, our records confirm that the CMS representative you spoke with was helpful and professionalLikewise, the representative went over your mortgage statements and confirmed that the statement sent on August 1, was for your September 1, paymentLastly, the representative correctly advised you that our records did not indicate receipt of a payment from you on August 3, That said, as of the date of this correspondence, our records indicate that your loan is paid through October 1, and next due for the November 1, payment in the amount of $We would like to take this opportunity to remind you that all payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the monthIf the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your accountAlso, any payment received by CMS after the month in which the payment became due may be reported to the credit bureaus as delinquentConsequently, we encourage you to remit your monthly mortgage payments to CMS on or before the due date to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment Moreover, if you would like to view your recent payment activity, download a copy of your most recent billing statement or escrow analysis, or make a payment, CMS encourages you to log in to your online account by visiting [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 Based on the foregoing, we find no evidence of wrongdoing on CMS’s behalfOnce again, mortgage payments received after the sixteenth (16) of the month will be assessed a late feeAs a result, we submit that the late fee assessed on your account is proper and assessed pursuant to the terms of your MortgageConsequently, CMS respectfully denies your request to waive the late fee assessed on your account In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaintIf 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 TimeYou 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 complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] CC: Revdex.com 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 correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou 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 loanIf 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 bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs 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 purposeThis 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe 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 reliefFor 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 determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] *** TENNESSEE: This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance

December 22, Original response sent via REGULAR MaIl [redacted] *** *** *** [redacted] [redacted] *** [redacted] [redacted] [redacted] Dear Mrand Mrs [redacted] : The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on December 5, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in the inquiry At the outset, please know that our Customer Advocate Department originally received your initial inquiry filed with the Consumer Financial Protection Bureau (“CFPB”) via the CFPB Portal on November 21, Accordingly, our Customer Advocate Department researched the loan and a response was sent to the CFPB on December 20, On that same day, a copy of the response was sent to your attention via regular mailFor your reference and review, enclosed please find a copy of CMS’s response to your November 21, inquiry After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most recent correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is required Moreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims Lastly, to comply with federal law, CMS provides all customers with a disclaimer confirming our status as a debt collectorPlease understand that CMS’s intent when providing you with the disclaimer is not to make any statement regarding the status of your account, but is instead intended to protect you, as our customer, by notifying you that any information you discuss with our office might be used to collect a debt in the event your account were to become delinquentIn other words, CMS provides you with the disclaimer out of an abundance of caution and with the objective of helping you to protect your rights as a consumerIf you wish to have a better understanding of debt collection and your rights as a consumer, CMS encourages you to visit the consumer webpage of the Federal Trade Commission website at http://www.consumer.ftc.gov/ We trust that this communication addresses all of the concerns noted in your complaintIf you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time Sincerely, [redacted] Customer Advocate Department CC: Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561- 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:a.mto 8:p.mEastern Time, Monday through FridayYou 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 bureausLate 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 purposeThis notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfmYou can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267- -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at P.OBox 3489, Anaheim, CA

Carrington Mortgage assumed my mortgage from BOA around June I have a VA secured loan In May I received a bill from Carrington mortgage that had raised $from the previous bills No explanation When I contacted Carrington I was advised they require a "cushion" or 1/of the annual escrow I have the tax and insurance papers for and they are very close to There won't be an escrow shortage I have never missed or been late on a payment This cushion is nothing less than PMI Since I have over 50% equity in the home, good payment history., this "fine" should be removed from my mortgage

BE WARNED!!!!! CARRINGTON MORTGAGE IS A TERRIBLE COMPANY!!!! We had a claim on our insurance they have held, and held our remaining balance, the customer service at this company is terrible I have called for weeks to be told a different answer every day! Our contractor has done his work and the mortgage company is still holding 9K in their account of his money!!! This started in the beginning of December now it is almost February and my contractor still hasn't been paid Day after day I call to get yet another stupid answer on why the check has not been sent First waiting for the inspection (WHICH THEY SEND THE INSPECTOR TO DO) then two weeks ago the check is being cut, now they say the insurance estimate doesn't match the check they sent! they had it at 16K MY insurance company sent a check for k! THEY ARE TERRIBLE>

July 1, [redacted] RE: Complaint ID: [redacted] Loan No.: [redacted] Property Address: [redacted] , [redacted] Dear Mrand Mrs***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal to our response to your complaint (the “Rebuttal”) filed with the Revdex.com (“Revdex.com”) and received in our office via email on June 20, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your Rebuttal, you state that our previous response neglected to mention your repeated attempts to have CMS modify the auto-draft date of your loan In addition, you allege that the date of your auto-draft with your prior servicer was not the 10th of the month as indicated by CMS Lastly, you indicate that CMS is inaccurately stating that May 11, was the date CMS was notified of your returned NSF payment We regret that you were dissatisfied with our response to your complaint CMS is committed to the highest standards of customer satisfaction and professionalism, and for this reason, we take all legitimate complaints regarding the conduct of our business very seriously Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response and address any outstanding concerns in this matter In response to the first item of your Rebuttal, as mentioned in our prior response, CMS records shows only one contact with you between the date of the service transfer and May 30, That contact took place on December 14, At that time, you called CMS to discuss the replacement of your December payment that had been returned unpaid by your bank We have reviewed our system notes pertaining to the call and listened to a recording of the call itself and have confirmed that, contrary to your claims, you did not mention that you wanted to change the auto-draft date on your loan during this callThe records show that the next contact with you after the December 14, call took place on May 31, 2016, which was after your auto-draft had been canceled In response to the second item of your Rebuttal, as mentioned in our prior response, CMS has processed your payments in accordance with the established auto-draft agreement that originated with your prior servicer and was transferred to CMS on October 2, This auto-draft agreement indicated an auto-draft date of the 10th of each month beginning February 10, Additionally, please note that in our prior response we included a payment history that showed payment transactions from May 2, to June 4, This payment history also shows that your payments from February to May were posted to your loan on the 10th of each month As mentioned in our prior response, if you believe you have evidence that the auto-draft payment date of the 10th of each month is not correct, we invite you to provide whatever evidence you may have that supports your claim so we can review this matter furtherIn the absence of any such evidence, we believe the record is clear that the auto-draft payments have been properly processed by CMS Lastly, as mentioned in our prior response, your May 1, payment was posted to your loan on May 10, 2016, and this payment was reversed upon receipt of the returned payment notification which was May 11, This information can also be verified on the payment history that was included with the prior response 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:AM to 5: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:a.mto 8:p.mEastern Time, Monday through FridayYou 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 bureausLate 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 purposeThis 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -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:a.mto 8:p.mEastern Time or by mail at [redacted] *** Texas: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted] *** A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and 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] ***

My home equity loan was transferred to Carrington from [redacted] earlier this yearI have called Carrington about twice a month or more, since thenI have spoke to various different representatives and for some reason or another everyone seems to give me different informationI have been trying to find out the breakdown of my balance for over monthsA week ago I spoke to a rep and was told that since they were still working on my loan from the transfer, that I could call in and make payments in any amount to bring the loan current.,I wouldn't be charged any late fees and that I wouldn't be held accountable for the loan falling behind, since they were still working on my loanToday I called in and attempted to to make a payment, my payments was refused because it isn't the total amount due, according to their systemAlso today I have received letters regarding foreclosureI asked the representative why am I receiving these letters but have yet to receive any letters regarding my l

Dear Mr***:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on May 3, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiry.As we understand your complaint, you stated that you make your monthly payments onlineYou allege that CMS sent you a letter stating you were two months behind on your mortgage payments, and you go on to say that when you contacted CMS, you were informed that CMS never received your monthly paymentsLastly, you claim that you were advised the discrepancy was due to a banking error and your credit reporting would not be affectedAccordingly, you are requesting that CMS remove the negative credit reporting provided to the credit bureaus.That said, our records show that on November 16, you made an online payment through the Loan Servicing Website (“LSW’’) in the amount of $1,This payment was posted to the November 1, contractual payment.On December 10, 2015, CMS sent you a No Contact Notice which informed you that CMS was not in receipt of your December 1, payment in the amount of $1,647.56.On December 15, 2015, you made an online payment through the LSW in the amount of $1,This payment was applied to the December 1, payment.On January 15, 2016, you made a payment through the LSW in the amount of $1,This payment was applied to the January 1, contractual payment.On February 11, 2016, you made a payment through the LSW in the amount of $1,This payment was posted to the February 1, contractual payment.On March 11, 2016, you made another payment through the LSW in the amount of $1,This payment was posted to the March 1, contractual paymentPlease note that, when you entered your banking information, you entered a routing number ending in [redacted] and a sixteen digit account number ending in ***.On March 16, 2016, CMS reversed the LSW payment you made on March 11, in the amount of $1,which was posted to the March 1, mortgage paymentThe payment reversal left your loan due for the March 1, contractual payment.On March 17, 2016, CMS sent you a Return Speed-Pay Notice advising you that the LSW payment dated March 11, in the amount of $1,had been rejected due to “account number not found”.On March 17, 2016, a late charge in the amount of $was assessed to your loan bringing the total amount due to $1,The next day, on March 18, 2016, CMS sent you a No Contact/Late Charge Assessed Notice which clearly informed you that CMS was not in receipt of your March 1, payment in the amount of $1,647.56.On April 2, 2016, CMS generated and mailed you a mortgage assistance solicitation letter which listed several loss mitigation options that were available such as a Repayment Plan, Special Forbearance, Loan Modification, Short Sale/Pre-Foreclosure Sale and a Deed-in-Lieu of ForeclosureThis letter also encouraged you to complete and submit the enclosed mortgage assistance application directly to our Home Retention Department.On April 6, 2016, CMS issued a Notice of Intent to Foreclose (“NOI”) as the loan was in default because CMS had not received the installment payments due on and after March 1, As of the date of the NOI, the total amount required to cure the delinquency was $3,258.91.On April 12, 2016, CMS sent you a Delinquency Notice which informed you that your loan was delinquent and due for the March 1, and April 1, contractual payments.On April 16, 2016, you made a payment through the LSW in the amount of $1,This payment was posted to the March 1, contractual paymentPlease note that, when you entered your banking information, you entered a routing number ending in [redacted] and a sixteen digit account number ending in ***.On April 18, 2016, CMS received a call from authorized third party (“ATP”) [redacted] ***, stating that CMS had sent a letter advising that the loan was due for the March and April paymentsThe CMS Representative informed the ATP that the March payment was returned, and that on April 16, CMS had received a payment in the amount of $1,which was applied to the March 1, payment leaving the account due for the April 1, paymentIt was during this call that the ATP confirmed that she he had used her debit card to make the mortgage payments for March and April It was at this time that the CMS Representative processed a check by phone payment in the amount of $3,The payment totaling $3,was applied to the April 1, and the May 1, payments in the amount of $1,eachThe remaining funds were than applied to the $check by phone fee, outstanding late fees totaling $and $was applied to principal curtailment.However, on April 20, the payment made through the LSW on April 16, was reversed due to “account number not found”Upon the completion of this payment reversal, your loan was contractually current and due for the May 1, payment.On May 12, 2016, you made a payment through the LSW in the amount of $1,This payment was applied to the May 1, contractual payment of $1,and the remaining funds of $were applied to the outstanding late fees.With that said, as of the date of this letter, your loan is current and due for the June 1, contractual payment of $1,Attached for your ease of reference is a current payment history including transaction codes and definitionsA copy of the online LSW payments screen prints dated March 11, and April 16, are also attached for your reference.In light of the above findings, our review has found no evidence that you were advised that the March and April payments were rejected due to a banking errorOur review shows that the payments in question were rejected as debit cards are not an acceptable form of paymentFor future reference, we encourage you to use your bank account information when making payments through the LSWFurthermore, we have also found no evidence that the CMS Representative advised the ATP that your credit reporting would not be adversely impactedResultantly, we have determined that the information reported to the major credit bureaus properly reflects your payment history and loan informationTherefore, we must respectfully reject your request to remove the derogatory information reported.We trust that this communication addresses all of the concerns noted in your complaintIf 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 AdvocateCustomer Advocate

This place is completely horribleI was a [redacted] customer and without my permission, my account was switched over to Carrington and I have had to contact customer service multiple times every month because they continue to screw up my transactionsExtra principal payments are too hard for them to allocate correctly, automatic payment with an extra principal payment is too tough for them, their financial advisers do not understand how amortization and compounding interest works, they charge to make extra principal payments/online payments or payments over the phone and their customer service is the worst I have seenI am looking to spend money to refinance with a different bank 100% due to customer serviceIt is worth $3,to not have to deal with Carrington

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] There are several untrue statements in their responce when I called the first time they told me that I was $dollars behind which was the riase in the payment for months they say in this note that the february payment was short but they also say that the raise did not occur until MarchThe March payment was made and the customer service rep made no mention of the March payment not being madeEvery monthly payment was made with an additional payment of $which they conventley did not mentionMonthly payments were made in the new amount once we found out that the payment had increased with the additional paymentThere were never any messages left on the answering machine and they never had a supervisor call me back after the multiple attempts I made to contact themThe customer service person would never let me talk to anyione else and told me that there was nothing I could doI did send back the form that I had been affected by the floods in July that they mention but it did not make any differanceI did not get a letter with date of foreclosure which they legally have to provodeI did get the letter that it was going to foreclose in 60-days and it foreclosed in about days from the time I received that letterI never missed one payment in years and they get by with stealing my house and stealing my lifeI do not know how they can falsify records steal my home and get by with itthey have a lot of complaints against them and should not be allowed to do this to anyone elsethey should not have been allowed to do this to meI have the records proving my payments were madei can not get anyone to halp me and they get by with taking peoples homes when al payments have been madethey also have not only illeagaly taken my home they have ruined my creditI made multiple attempts to contact them and they would only say it is in foreclosure and there is nothing youo can do I asked them to speak to someone else they refused after multiple requests they transfered me to a supervisor and I left several voice messages they woudl not cal meI did not think I needed mortgage assistance because I was making every payment

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] In fact I have a recording of their agent telling me that they would foreclose on my property Also the account number was off on the check however the Name address and was correct All they have to do is listen to the recording that they say at the beginning of every contact they have with customer for evidence of the conversation

April 7, [redacted] ** [redacted] RE: Case No: [redacted] Loan No.: [redacted] Property Address: [redacted] ** [redacted] Dear Ms***: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint response rebuttal (the “rebuttal”) filed with the Revdex.com (“Revdex.com”) received in our office via email on March 25, CMS is committed to responsible lending and servicing and we would like to address any concerns you may have The following is our response to the issue(s) raised in the inquiry As we understand your rebuttal, you express concerns with several statements outlined in our response dated March 22, 2016, which you believe are inaccurate First, you claim that our response states your February payment was short, and state that information is inaccurate since your payment amount changed effective with the March 1, payment Second, you claim that you have made your monthly payments on the loan every month, and additionally paid $1,200.00, which CMS has not mentioned in the response Third, you claim that you did not receive any messages on your answering machine by CMS, and also claim that CMS did not send you any notification of the foreclosure action on your loan Lastly, you claim that you called CMS to discuss this matter but, the CMS Customer Service Representative was not helpful, and when you asked to speak to a Supervisor you were informed a Supervisor was not available You indicate that you were informed that a message would be sent to a Supervisor to call you back, and as of the date of your rebuttal, you have not received a response We regret that you were dissatisfied with our response to your complaint CMS is committed to the highest standards of customer satisfaction and professionalism, and for this reason, we take all legitimate complaints regarding the conduct of our business very seriously Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response and address any outstanding concerns in this matter In response to the first item on your rebuttal, please note in our response dated March 22, 2016, on page two, second paragraph, that we inform you that the February 1, payment in the amount of $1,429.44, was received by CMS on February 25, It is important to note that we did not state this payment had been paid short of the monthly payment amount In response to the second item on your rebuttal, please refer to our response dated March 22, 2016, on page two, where we inform you that our records show CMS did not receive any payments from you in the month of March Additionally, we informed you that, on April 6, 2015, CMS received a payment from you in the amount of $1,429.44, and this payment was applied to suspense as it was short of the full monthly payment amount of $1, On April 17, 2015, you called CMS and during this call the CMS Representative informed you that your monthly payment amount had changed effective with the March 1, payment from $1,to $1,570.20, and that your loan was showing due for the March 1, 2015, and April 1, payments in the amount of $1,each, and a credit in the suspense account of $1,which represented the short payment received on April 6, Below, for your ease of reference is a payment summary of the payments received from January 1, to May 26, Additionally, we included a payment history that shows the payment transactions on this loan from February 5, to March 11, This payment history shows that CMS did not receive any payments from you from February 26, to April 5, 2015, and again from May 27, to August 3, It is important to note that the foreclosure action commenced on July 24, 2015, and although you attempted to make monthly payments beginning August 4, 2015, CMS could not accept the payment amount you remitted because your loan was in foreclosure, and the amount you remitted was less than the amount needed to bring your loan current The payments were returned to you with a letter that informed you your loan was in foreclosure CMS also encouraged you to call CMS to make payment arrangements Copies of these letters were included with our response dated March 22, Regrettably, you did not respond It is important to note that we did not find any evidence to support your claim of a $1,payment to CMS It is important to note that the payment amount you remitted each time was less than a full monthly payment amount Below, for your ease of reference, is a summary of the payments that were returned to you In response to the third item on your rebuttal, as mentioned in our response dated March 22, 2016, CMS made attempts to contact you by telephone, and left messages to call CMS on March 19, 2015, April 1, 2015, April 3, 2015, April 21, 2015, April 22, 2015, May7, 2015, May 8, 2015, May 13, 2015, May 14, 2015, May15, 2015, May 19, 2015, May 20, 2015, May 21, 2015, May 28, 2015, June 10, 2015, and June 24, Additionally, CMS began the foreclosure action on your loan on July 24, 2015, and completed a foreclosure sale on December 28, CMS initially sent you a Notice of Intent to Foreclose on May 26, Thereafter, CMS sent several notifications that informed you your loan was in default and that foreclosure action had been initiated Copies of these letters were included in our response dated March 22, In addition, CMS sent you Notice of Trustee’s Sale by certified mail on December 7, Regrettably, you did not pick up this certified mail from the post office For your ease of reference, attached are copies of the mail delivery attempts Please note that, we did not find any evidence that you responded to CMS’s mortgage assistance offer during the Major Disaster Declaration of August 7, Lastly, our records show that you contacted CMS on Thursday, January 7, During this call, you inquired about the foreclosure action, expressed concerns, and alleged CMS had not provided you proper notice In addition, you alleged that you had made all of your monthly payments timely The CMS Representative informed you that the foreclosure sale had taken place on December 28, At that time, you requested to speak to a Supervisor, and the CMS Representative informed you that a Supervisor was not available but that the representative would forward a message to have a Supervisor call you back Subsequently, on Monday, January 11, 2016, CMS Supervisor [redacted] called you, but there was no answer and no ability to leave you a message Thereafter, on March 24, you called CMS and, during this call, you once again inquired about the foreclosure action, expressed concerns, and alleged CMS had not provided you proper notice You also stated that you had not missed any payments The CMS Representative informed you that the foreclose sale had taken place and there were no other alternatives she could offer you at the time Based on the foregoing, we conclude that CMS has properly serviced your loan in accordance with the terms and conditions of your Note and Deed of Trust, and the established policies and procedures for this FHA insured loan Moreover, CMS provided you with proper and timely notification as applicable by law of the foreclosure action, and made extensive efforts to make contact with you by telephone, and written correspondence that encouraged you to call CMS to discuss mortgage assistance and alternatives to foreclosure Regrettably, no response was received from you Therefore, the foreclosure sale was held on December 28, We regret that a CMS Customer Service Supervisor was not available when you called on January 7, 2016, and we would like to take this opportunity not only to apologize for any inconvenience that you may have experienced during your unsuccessful attempt to reach a CMS Supervisor, but also to thank you for bringing this matter to CMS’s attention As you are aware, your case is currently being handled by [redacted] in the Eviction Department, and she can be reached directly at [redacted] We trust that this communication addresses all of the concerns noted in the complaint If you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5: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:a.mto 8:p.mEastern Time, Monday through FridayYou 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 bureausLate 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 purposeThis 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -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:a.mto 8:p.mEastern Time or by mail at [redacted] ***

February 25, [redacted] RE: Loan No.: [redacted] - [redacted] Complaint I.DNo.: [redacted] Dear Mrand Ms***: 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 February 16, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe 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 February 16, which raises the exact same issues as this complaintAccordingly, the loan was researched and the attached response was sent to you by CMS via the CFPB Portal on February 25, We trust that this communication addresses all of the concerns noted in the complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, 8:AM to 5:PM, Eastern Time Sincerely, Chris Lindsey Customer Advocate CC: Revdex.com IMPORTANT DISCLOSURES -CREDIT REPORTING- We may report information about your account to credit bureausLate payments, missed payments, or other defaults on your account may be reflected in your credit reportAs 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 -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 correspondenceThe CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:a.mto 8:p.mEastern Time, Monday through FridayYou 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 loanIf you are represented by an attorney with respect to your mortgage, please forward this document to your attorney -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 purposeThis 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -SCRA DISCLOSURE- MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediatelyThe 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 reliefFor 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 determinationYou may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted] , Monday through Friday, 8:a.mto 8:p.mEastern Time or by mail at [redacted] ***

Regarding complaint ID no [redacted] This has been resolvedThank you so much for your helpHave a great daySent from [redacted] ***Get the new [redacted] ***: [redacted]

May 12, 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, CMS is committed to responsible lending and servicing and we would like to address any concerns you may haveThe following is our response to the issue(s) raised in your inquiryAs we understand your complaint, you state that you made payments towards your principal balance, but CMS incorrectly applied the payments as regular monthly paymentsYou 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 paymentsAlso, you claim that CMS increased your monthly mortgage payment amount even though your yearly property taxes decreasedAs a result, you feel that CMS’s actions in servicing your account are careless, unprofessional, and improperConsequently, 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 balanceAs 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 intendedSpecifically, 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 timeframeFor 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 requestedAs a reminder, the servicing of your loan was transferred from [redacted] (“ [redacted] ”) to CMS on April 2, Therefore, CMS received and applied only the mortgage payments that were made on or after April 2, 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 desiredFurthermore, we strongly encourage you to review your payment historyIf 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 balanceYou can contact me directly at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific TimeThat said, CMS would like to take this opportunity to advise you that as of July 1, 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 dateIf you want to make your monthly mortgage payment before the due date you may also submit your payment via the online payment websiteIf 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 transactionsIn the first transaction, system limitations only permit you to pay the total amount due for the monthly mortgage paymentIn 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 websiteLastly, 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,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 Dept2- [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 transferOn 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, 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 $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, AEADSThe purpose of the June 2, AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, and ending July 31, More specifically, the AEADS projected that your yearly county taxes would be $and that your yearly homeowners insurance premium would be $Correspondingly, the total disbursements for your escrow cycle beginning August 1, and ending July 31, were calculated to be $960.26, which if spread over a twelve (12) month period is equal to approximately $every monthMoreover, please note that a mortgage servicer is permitted by law to collect an escrow cushionAn escrow cushion is a minimum amount of money held in your escrow account to prevent the escrow balance from being overdrawnThe 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 accountBecause escrow items remain your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available fundsSpecifically, 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 amountAdditionally, when the escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amountIf you want to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.SDepartment 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, and ending July 31, Correspondingly, the total escrow cushion that CMS may collect is $160.04, which represents approximately two (2) months of escrow paymentsBased on the calculations from the June 2, AEADS, your low point escrow balance was $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 $on June 3, via regular mailResultantly, that is the reason why your overall monthly mortgage payment decreased by $24.44, from $to $starting with your August 1, mortgage paymentOn April 14, 2016, CMS reanalyzed your escrow account pursuant to your requestBased on the calculations from the April 14, AEADS, your projected escrow activity for your escrow cycle beginning June 1, and ending May 31, were calculated to be $More specifically, the AEADS projected that your yearly county taxes would be $and that your yearly homeowners insurance premium would be $562.00, which if spread over a twelve (12) month period is equal to approximately $every monthWhile your projected yearly homeowners insurance premium did not change from the original escrow analysis, please note that your yearly county taxes did changeSpecifically, your county taxes increased by $39.60, from $to $For your reference, attached hereto as Exhibit “C” please find a copy of the April 14, AEADSOn the April 14, escrow analysis, your low point escrow balance was $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 $Due to the increase in your yearly county taxes, your overall monthly mortgage payment increased by $0.49, from $to $starting with your June 1, mortgage paymentIn closing, as of the date of this correspondence, your loan is current through May of The next payment due is scheduled to be paid on June 1, in the amount of $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 intendedMoreover, 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 industryTherefore, CMS will continue to comply with federal law and collect the allowable escrow cushionNevertheless, 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 complaintIf 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 TimeYou 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 complaintIf you have any further questions, please contact the undersigned at [redacted] , Monday through Friday, from 8:00AM to 5:00PM, Pacific TimeSincerely, [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:a.mto 8:p.mEastern Time, Monday through FridayYou 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 bureausLate 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 purposeThis 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 ActThe Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC -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:a.mto 8:p.mEastern Time or by mail at [redacted] ***

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