Carrington Mortgage Services LLC

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

Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on June 1, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.As you are aware, the servicing of this Federal Housing Administration ("FHA") insured loanwas transferred from [redacted] ("[redacted]") to CMS on April 2, 2015. On April 6,2015, CMS issued you the attached Notice of Service Transfer ("Hello Letter") notifying you ofthe service transfer to CMS. At the time of the service transfer your loan was contractuallycurrent and showing due for the April 1, 2015 mortgage payment in the amount of$968.40. Thispayment was made up of a principal and interest amount of $724.76 and a monthly escrowcollection in the amount of $243.64.A review of our records found that, CMS received the attached Auto Draft Authorization form("ADA") from you on April 22, 2015. The ADA form authorized CMS to automatically draftreoccurring bi-weekly mortgage payments from your bank account for one-half of the amount ofyour full mortgage payment. By providing CMS with your signed ADA form, you understoodthat it could take up to forty five ( 45) days for the bi-weekly drafts to begin.Later on April 22, 2015, CMS updated the loan servicing system to begin reoccurring bi-weeklyautomatic drafts on May 22, 2015 for a monthly amount of $968.40. On April 24, 2015, CMSissued you the attached notice confirming the date that your reoccurring bi-weekly mortgagepayments would begin. This notice provided you with the total monthly draft amount instead ofproviding you with the amount of each bi-weekly draft.On May 1, 2015, CMS spoke with you and notified you that the reoccurring bi-weekly mortgagepayments would begin on May 22, 2015. It was during this phone conversation that you statedthat the date CMS would begin to draft reoccurring bi-weekly mortgage payment was incorrect.Because you requested to speak to a CMS supervisor, your call was transferred to the CMSrepresentative's direct supervisor.During your phone conversation with a CMS supervisor, you requested that CMS change thereoccurring bi-weekly automatic payments from May 22, 2015 to May 2, 2015. The CMSsupervisor requested that you send him an email outlining your request. The CMS supervisorexplained that once the email request was received he would work with CMS's CustomerService Research Department to accommodate your request. The CMS supervisor made noguarantees that CMS would be able to change the reoccurring bi-weekly automatic draft date, butassured you that he would contact you once a determination was made.Shortly thereafter, CMS received your email requesting that CMS change the date of thereoccurring bi-weekly automatic drafts. The same day, the CMS supervisor contacted CMS'sCustomer Service Research Department and was informed that it was too late to change the draftdate to May 2, 2015, which was the following day.In an effort to assist you, CMS's Customer Research Department proposed that CMS secure aphone payment equal to one half of the mortgage payment on May 2, 2015, and secure thesecond half of your mortgage payment to be debited from your bank account on May 15, 2015.CMS would then change the reoccurring bi-weekly mortgage payment draft date from May 22,2015 to May 29,2015.Later that day after consulting with CMS 's Customer Service Research Department, the CMSsupervisor contacted you and informed you that it was too late to change the reoccurring biweeklymortgage payments to May 2, 2015. The above referenced proposal to process twophone payments for one half of your mortgage payment on May 2, 2015 and on May 15, 2015was explained to you and you agreed to the proposal.Later still on that same day, the CMS supervisor contacted you and secured a phone payment forMay 2, 2015 in the amount of $484.20. The CMS representative waived the customary $15.00phone payment fee and the attached notice confirming the date that your reoccurring bi-weeklymortgage payments would begin on May 29, 2015 was sent to you.Also on May 1, 2015, CMS completed the required analysis of your escrow account. Thisescrow analysis projected for total annual escrow disbursements in the amount of $2,921.56which was made up of hazard insurance in the amount of $778.00, FHA Mortgage InsurancePremium ("MIP") in the amount of $632.40, and property taxes in the amount of $1 ,511.16.The escrow analysis determined that your escrow account contained a shortage in the amount of$383.14. This shortage was spread over a period of twelve months and resulted in an increase toyour mortgage payment from $968.40 to $1,000.14 effective with the July 1, 2015 mortgagepayment. The attached escrow analysis was issued to you on May 1, 2015. For your ease ofreference the July 1, 2015 mortgage payment is itemized below. Principal and Interest: $ 724.76 Base Escrow Collection: $ 243.46 ($2,921.52 divided by 12) Escrow Shortage Collection: $ 31.92 ($383.14 divided by 12)On May 15, 2015, the CMS supervisor contacted you and processed the second phone paymentin the amount of $484.20, which was the second half of the June 1, 2015 mortgage payment inthe amount of $968.40. The CMS supervisor again waived the customary $15.00 phone paymentfee. That same day, CMS applied the total funds in the amount of $968.40 to the June 1, 2015mortgage payment.On May 29, 2015, CMS began drafting one half of your next mortgage payment that was due onJuly 1, 2015 in the amount of $500.07 as you agreed. While you may believe that the increasedamount of the May 29, 2015, auto-draft payment was due to CMS assessing fees to your loan,the $500.07 auto-draft payment was in fact simply one half of the July 1, 2015 mortgagepayment of $1,000.14 as outlined within the above referenced escrow analysis that was sent toyou on May 1, 2015. Please note that the difference between the payments made on May 2 and15, 2015 ($484.20), and the payment drafted on May 29, 20I5 ($500.07), is $15.87, whereasCMS's standard phone payment fee is $15.00. The difference in payment amounts simplyreflects one half of the increase in your payment due to the projected escrow shortage ($1,000.14minus $968.40 equals $31.74, divided in half for bi-weekly payments equals $15.87).On June 1, 2015, CMS contacted you in response to an email that you sent CMS on May 30,2015 claiming that CMS stole money from you. It was at this time that you were reminded thatCMS completed an analysis of your escrow account which increased your mortgage paymentfrom $968.40 to $1,000.14 effective with the July 1, 20I5 mortgage payment. Because youstated that you did not receive the notice, the CMS representative sent you a duplicate copy ofthe May 1, 2015 escrow analysis.While CMS sincerely apologizes for any inconvenience that you may have experienced due to itsefforts to accommodate the exact date of the reoccurring bi-weekly mortgage payments that fellon your pay dates, please be advised that the ADA form intentionally does not provide borrowerswith an option to choose a specific date that the drafts will begin as CMS is unable to guarantee aspecific date that the reoccurring bi-weekly mortgage payments would begin. In light of theabove, CMS respectfully declines your request to return the servicing of your loan to the priorloan servicer.Lastly, regarding the alleged poor customer service and communication you received, aninvestigation concerning your allegations will be conducted by CMS and CMS will takewhatever action necessary in light of our findings. Again, we sincerely apologize for anyinappropriate communication that may have occurred.Based on the foregoing, we believe the record is clear that CMS has diligently attempted to assistyou in establishing reoccurring bi-weekly mortgage payments on the dates that you are paid andthat the perceived improper increase in your payment in fact simply reflects the proper collectionof a projected escrow shortage. Should you wish to further discuss any aspect of your loan, weencourage you to contact CMS's Customer Service Department at [redacted] for furtherassistance. To the extent that statements in your letter consist of allegations of wrongdoing ofany nature by CMS or otherwise, all such allegations are denied.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely  [redacted]Customer Advocate CC: Revdex.com

Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced application received in our office via email on October 14, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.As we understand the complaint, you state that CMS agreed to provide you with credit monitoring service for two years at no cost to you; however, you claim that you have not yet received the credit monitoring service from CMS.A review of our records found that CMS issued you the attached letter dated October 15, 2015 that furnished you with information to enroll in the “Credit Watch GOLD” credit monitoring and theft protection service provided by Equifax at CMS’s expense.CMS would like to point out that while CMS has previously agreed to provide you with a complimentary two year credit monitoring service, CMS has taken the necessary steps to enroll you in the above referenced credit monitoring service for a period of five years as an expression of CMS’s commitment to the highest standards of customer satisfaction. CMS would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced due to any perceived delay in providing you with this credit monitoring service.We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact [redacted], Vice President of Administration with CMS’s Mortgage Lending Division at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern [redacted]e.

Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint regarding the above-referenced loan received in our office via email on May 13, 2016. CMS is committed to responsible lending and servicing and we would like to address any...

concerns you may have. The following is our response to the issue(s) raised in the inquiry.As we understand your complaint, you claim that CMS has improperly failed to notify you of the Service transfer of your loan to CMS and that by the time that you received any notification from CMS, your loan was in default. You further state that when you initially contacted CMS, you were notified that your loan was referred to foreclosure and that a mortgage assistance application would be sent to you; however, you claim that you never received such mortgage assistance application from CMS. Your complaint expresses dissatisfaction that CMS provided you with an amount to bring your loan current and indicated that the amount could change, but has not provided you with a detailed explanation of the past due amount. You further claim that you have never paid your mortgage payment late and that you are dissatisfied with the level of customer service you received from CMS. Finally, you are concerned that although your property taxes and insurance have decreased, CMS has increased your monthly mortgage payment. You are requesting CMS to remove the late charges from your loan and to remove negative information reported to your credit profile.At the outset, please note that the servicing of your U.S Department of Agriculture (“USDA") insured loan was transferred from [redacted] (“[redacted]”) to CMS on October 2, 2015. On October 7, 2015, CMS issued the attached Notice of Service Transfer (“Hello Letter”) to your mailing address of record notifying you of the service transfer to CMS. CMS is uncertain as to the reason you state that you did not receive that Hello Letter; however, CMS has confirmed that your prior loan servicer also sent you a Notice of Service Transfer (“Goodbye Letter”) on September 17, 2015 notifying you of the service transfer to CMS. As you can see, each of these letters provided you with information to contact CMS. CMS is also somewhat confused as to why you claim that you have never paid your mortgage payment late as your loan was contractually in default and showing due for the September 1, 2015 mortgage payment at the time of the service transfer to CMS on October 2, 2015. That mortgage payment was made up of principal and interest in the amount of $627.47 and a monthly escrow collection in the amount of $258.98, for a total of $886.45.We would like to take this opportunity to remind you that all payments are due on the first day of each month, and are considered late as of the second day of the month. If the payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loan. Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.Please note that CMS has attempted to assist you in retaining ownership of the property since the servicing of your loan was transferred to CMS. To that end, on October 6, 2015, CMS issued a Solicitation notice notifying you of the no-cost loss mitigation programs that were designed to assist borrowers seeking to avoid losing a home to foreclosure. Regretfully, you failed to respond to CMS’s initial attempt to provide you with mortgage assistance.On October 20, 2015, due to the fact that payments were not being received on the account, CMS issued you the attached Notice of Intent to Foreclose (“NOI”) via certified mail. The NOI informed you that your loan was in default for nonpayment of the September 1, 2015 mortgage payment and provided $1,797.99 as the amount required to cure the delinquency. As you may recall, the NOI clearly notified you that “subsequent payments, late charges, and other fees will be added to the above stated reinstatement amount as they are assessed” and that it would be necessary for you to remit the total amount due to CMS in the form of certified funds. This NOI also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the property.Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transfer. In compliance with the RESPA escrow analysis requirement, CMS completed an initial escrow analysis for your loan and issued the attached escrow analysis notification to you on November 6, 2015. This escrow analysis projected total annual escrow disbursements in the amount of $4,091.32, which included a hazard insurance premium in the amount of $1,563.80, property taxes in the amount of $2,030.00, and a USDA fee in the amount of $497.52.Please note that because CMS is not provided with advance notice of the amount of upcoming property taxes or insurance, annual escrow disbursements were projected based on the actual amounts disbursed by your previous loan servicer during the prior calendar year. It is important to note that RESPA guidelines limit the amount of funds a loan servicer may require a borrower to hold in an escrow account, commonly known as an escrow cushion. Although RESPA does not require the lender to maintain a cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account (not including the annual USDA fee). Because the total annual escrow disbursements for your loan (not including the annual USDA fee) were projected to be $3,593.80, your escrow account was required to have a minimum balance of $598.96 at all times ($3,593.80 divided by 6 equals $598.96). Based upon the projected disbursement date of your escrowed items, CMS determined that your escrow account will have a deficit of $809.16 in October 2016. Because you were required to have $598.96 in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $1,408.12 at that time ($809.16 plus $598.96 equals $1,408.12).In order to prevent an undue hardship, CMS spread the escrow shortage of $1,408.12 over a period of twelve months which resulted in an increase to your monthly mortgage payment from $886.45 to $1,085.75 effective with the February 1, 2016 mortgage payment. For your ease of reference, a breakdown of the February 1, 2016 mortgage payment is outlined below.             Principal and Interest:           $              627.47              Base Escrow Collection:      $              340.94        ($4,091.32 divided by 12)              Monthly Escrow Shortage:    $              117.34        ($1,408.12 divided by 12)             February 1, 2016 Payment    $           1,085.75Because CMS was unable to contact you and because you failed to respond to the notices being sent to you by CMS, CMS sent completed a field chase by sending an approved vendor to your property on November 24, 2015 in an effort to contact you and make arrangements to resolve the loan delinquency. As you know, the field inspector spoke with you and requested that you contact CMS at that moment. You notified the field inspector that you were unable to contact CMS at that moment but agreed to contact CMS at your earliest convenience.Over the following weeks, CMS continued efforts to contact you; however, CMS’s telephone contact attempts returned no answer from you. On December 15, 2015, CMS issued the attached Delinquency Notice to you via certified mail reminding you that your loan was in default of the September 1, 2015 and subsequent mortgage payments. That notice also provided you with detailed information regarding the no-cost loss mitigation programs that were designed to assist borrowers seeking to avoid losing a home to foreclosure. Our records show that you also failed to respond to CMS’s second attempt to provide you with mortgage assistance.On or about December 18, 2015, CMS received a personal check, number 1041, in the amount of $900.00 from you. Because this payment was not in the form of certified funds and because the payment did not represent the total amount due at that time, CMS returned that payment to you along with the attached letter that same day. Due to the ongoing delinquency, the subject loan was reviewed and approved for foreclosure effective December 22, 2015. The loan was contractually delinquent and due for the September 1, 2015 mortgage payment at the time of the foreclosure referral. On or about January 14, 2016, CMS received a personal check, number 1042, in the amount of $4,472.34 from you. Because this payment was still not in the form of certified funds and because the payment did not represent the total amount due at that time, CMS returned that payment to you along with the attached letter that same day. As you may recall, the January 14, 2016 letter notified you that your loan was in foreclosure and that you had not contacted CMS to arrangements for CMS to accept the January 14, 2016 payment.On January 27, 2016, you finally contacted CMS and during this phone conversation the CMS representative provided you with the foreclosure status of your loan. You were notified that it would be necessary for CMS to provide you with the amount to reinstate your loan from foreclosure which required CMS to obtain information from third party vendors regarding unbilled default-related fees and costs. The CMS representative reminded you of the no-cost loss mitigation programs that were designed to assist borrowers seeking to avoid losing a home to foreclosure. You were specifically notified that you should apply for mortgage assistance if you were unable to pay the necessary amounts to reinstate the loan from foreclosure.The very next day, which was January 28, 2016, CMS mailed a blank mortgage assistance application to you at the mailing address of record which was also the property address. CMS is unable to comment on whether or not you personally received or viewed the blank mortgage assistance application that was sent to you; however, CMS is satisfied that such blank mortgage assistance application was in fact promptly sent to you as promised.Our records show that on February 9, 2016, CMS received your initial request for mortgage assistance which CMS determined was facially complete. Accordingly, CMS issued the attached Initial Package Acknowledgement – Complete Notification (“IPA-CN”) to you on February 12, 2016. On February 19, 2016, your application was sent to CMS’s Underwriting Department for further consideration. On March 4, 2016, CMS completed a full underwriting review of your mortgage assistance request and determined that CMS was unable to modify your loan because your existing mortgage payment resulted in a debt to income ratio below the minimum program requirement of 31%. Consequently, CMS issued you the attached Home Affordable Modification Program (“HAMP”) Non-Approval Notice.On March 14, 2016, CMS issued the attached Reinstatement Notification to you providing $9,142.40 as the amount to reinstate your loan from foreclosure on or before March 22, 2016. The reinstatement quote provided you with an itemization of the amounts due as follows.Total Payments Due................................................................................⇄ $6,603.75 Escrow Advances...........................................................................⇄ $ 0.00Late Charges............................................................................⇄ $365.00 Corporate / Expense Advances*............................................................. $2,173.65 Paid Recoverable........................................................................⇄ $ 0.00Unapplied Funds Credit.............................................................................⇄ $ 0.00 Reinstatement Amount.......................................................................... $9,142.40 As you know, the Reinstatement Notification informed you that CMS reserved the right to charge your account for any unbilled expenses incurred in connection with the default. CMS respectfully submits that the practice to collect such unbilled expenses from you is within the bounds of federal, state and local laws and the related servicing agreement. As outlined above, the Reinstatement Notification also informed you that the fees described as corporate expenses/advances may include foreclosure attorney’s fees and costs, valuation fees, property inspections fees, property preservation fees, and/or title costs to the extent permitted by law.On March 22, 2016, CMS received funds from you in the amount of $9,142.40 which were sufficient to reinstate your loan from foreclosure. That day, CMS applied $4,432.25 to the September 1, 2015 through the January 1, 2016 mortgage payments in the amount of $886.45 each, $2,171.50 was applied to the February 1, 2016 and March 1, 2016 mortgage payments in the amount of $1,085.75 each, $45.00 was applied to a field chase fee, $45.00 was applied to three property inspection fees in the amount of $15.00 each, $557.50 was applied to the allow foreclosure attorney’s fees, $1,051.15 was applied to foreclosure costs (recording of notices, publication costs, service), $275.00 was applied to the foreclosure title search costs.The remaining $565.00 was placed in an account specifically designated for the payment of any pending unpaid default related expenses that would become due. Typically, CMS holds such funds until the time that CMS confirms that all borrower recoverable default related expenses have been billed to the loan. Later on March 22, 2016, CMS issued the attached letter notifying you that your loan was reinstated from foreclosure.On April 1, 2016, CMS received a partial payment in the amount of $445.00 which was placed in an unapplied status until the time that CMS received additional funds required to satisfy the contractual payment due. On April 29, 2016, CMS received a new partial payment in the amount of $535.75 which was also placed in an unapplied status until the time that CMS was in receipt of additional funds required to satisfy the contractual payment due. After receipt of these funds, the total amount of funds in CMS’s possession was $980.75.On April 27, 2016, CMS completed a new escrow analysis for your loan and issued the attached escrow analysis notification to you. This new escrow analysis projected total annual escrow disbursements in the amount of $3,947.32, which included a hazard insurance premium in the amount of $1,563.80, property taxes in the amount of $1,886.00, and a USDA fee in the amount of $497.52.Because the total annual escrow disbursements for your loan (not including the annual USDA fee) were projected to be $3,449.80, your escrow account was required to have a minimum balance of $574.96 at all times ($3,449.80 divided by 6 equals $574.96). Based upon the projected disbursement date of your escrowed items, CMS determined that your escrow account will have a deficit of $255.80 in October 2016. Because you are required to have $574.96 in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $830.76 at that time ($255.80 plus $574.96 equals $830.76). CMS spread the escrow shortage of $830.76 over a period of twelve months which resulted in a decrease to your monthly mortgage payment from $1,085.75 to $991.02 effective with the June 1, 2016 mortgage payment. For your ease of reference, a breakdown of the June 1, 2016 mortgage payment is outlined below.               Principal and Interest:                       $            627.47              Base Escrow Collection:                   $            328.94            ($3,449.80 divided by 12)               Monthly Escrow Shortage:                $               34.61              ($830.76 divided by 12)              June 1, 2016 Payment                      $              991.02Then, on May 12, 2016, CMS received funds in the amount of $1,085.75 which were applied to satisfy the April 1, 2016 mortgage payment. On May 27, 2016, CMS pulled $460.00 from the account specifically designated to hold funds intended for the payment of any pending unpaid default related expenses that might come due and applied $445.00 to an appraisal fee and the remaining $15.00 was applied to a $15.00 property inspection fee. Please be advised that the Reinstatement Notification did not include a $445.00 appraisal fee and a $15.00 property inspection fee because those fees were not billed at the time the reinstatement notification was prepared.After the application of the appraisal fee and the property inspection fee, the remaining total unapplied balance was in the amount of $1,085.75 ($980.75 plus $105.00 equals $1,085.75). CMS then applied the $1,085.75 to the May 1, 2016 mortgage payment leaving your loan due for the June 1, 2016 mortgage payment with an unapplied balance in the amount of $0.00. Please be advised that the May 1, 2016 mortgage payment was retroactively applied to your loan effective as of the original date of receipt which was on May 12, 2016. As a result of this payment being retroactively applied, a late charge was not assessed to your loan for the month of May 2016. Copies of your loan payment history and the loan servicing system payment codes and definitions are attached here for your ease of reference.Lastly, a review of your loan shows that multiple CMS representatives have been professional and courteous to you and have attempted to assist you when you have contacted CMS. Nevertheless, an investigation will be conducted by CMS regarding the alleged poor customer service and communication you received and CMS will take whatever action necessary in light of our findings. CMS sincerely apologizes if you felt the level of customer service provided to you did not meet your expectations.Please be advised that although CMS has received multiple mortgage payments from you after the sixteenth day of the month, CMS has confirmed that late charges were not assessed to your loan. Because CMS did not assess late charges to your loan, CMS cannot waive such late charges. It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information. We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information. We are, therefore, unable to make the requested changes to the reported information.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 that CMS has properly notified you of the service transfer of your loan and has made diligent attempts to contact you to resolve the loan delinquency. It is also clear that CMS did in fact issue multiple blank mortgage assistance applications to you timely. Additionally, CMS respectfully submits that CMS properly provided you with the amount to reinstate your loan from foreclosure and correctly applied all funds received from you to your loan. To the extent that statements in your letter consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are denied. Should you wish to further discuss any aspect of your loan, we encourage you to contact Customer Service Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.Sincerely,

Dear Mr. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 28, 2016. CMS is committed to responsible lending and servicing and we would like...

to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.As we understand your complaint, you allege that your loan was recently transferred from [redacted] (“[redacted]”) to CMS. You state that CMS has failed to report your loan timely and accurately to the credit bureaus. Further in your complaint you vaguely alluded to an additional payment issue on your loan, and also state that CMS only provided you a billing statement for January 2016. As a desired resolution, you are requesting that CMS report your loan information to the credit bureaus.As a preliminary matter, the servicing of this loan was transferred from [redacted] to CMS on or about October 2, 2015. Attached for your ease of reference is a copy of the September 23, 2015 Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer. At the time of the transfer your loan was contractually current and due for the October 1, 2015 payment in the amount of $447.51. Additionally, please further note that the Hello Letter specifically advised you that if your monthly payments were automatically deducted from your bank account, then that particular service would continue after the service transfer to CMS.In regard to your credit reporting, the Hello Letter made you aware that, while CMS began servicing the loan as of October 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC § 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition. This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.We note here that in order to comply with RESPA guidelines, CMS suppressed the reporting of loan and payment information for the period of sixty days (60) following the service transfer of your loan to CMS. Therefore the suppression of your credit was scheduled to end January 10, 2016. That said, due to the Revdex.com complaint received by CMS on January 28, 2016, in compliance with CFPB guidelines, CMS again suppressed the credit reporting on your loan for sixty (60) days which will expire on March 28, 2016. As a result, CMS will report your account status and payment history to the credit reporting agencies in April of 2016.A review of our records confirmed that at the time of the transfer your loan was set up for the auto draft payment option in the amount of $522.51. This payment consisted of your mortgage payment in the amount of $447,51, and an additional principal payment in the amount of $75.00. The payment is scheduled to draft on the 16th day of each month.That said, it was on October 7, 2015 that you spoke with a CMS representative to inquire about removing the additional principal payment in the amount of $75.00. The representative confirmed that you could in fact request that CMS remove the additional principal payment, by submitting your request in writing ten (10) business days before the next scheduled draft date. The CMS representative confirmed that on that day you were nine (9) days from the scheduled drafting of your payment, and therefore could not alter the draft amount for the October 16, 2015 payment draft. The representative then provided you with the fax number [redacted], in order for you to submit your request to the Customer Service Research Department.Later on October 27, 2015 you again spoke with a CMS representative to inquire as to how to change your auto draft payment option from a monthly draft to a bi-weekly draft. The CMS representative explained that you would need to submit an updated auto draft form to CMS and once again provided you with the fax number to submit your request. The representative explained that you could print a copy of the needed form by accessing the Loan Servicing Website (“LSW’’). Further, at your request the CMS representative provided you your LSW Username, and reset your password in order for you to access the LSW.On November 4, 2015 you spoke with a CMS representative to explain that CMS was not reporting your loan to the credit reporting agencies. During this conversation the CMS representative began to explain the process to submit a credit correction and update dispute to the Customer Research Department, but you abruptly ended the call before the representative could further assist you to resolve this issue. Later on this day, you again spoke with a CMS representative regarding the credit reporting on your loan. The CMS representative explained that CMS reports credit on the tenth (10th) day of each month.On November 25, 2015 you again spoke with a CMS representative regarded the credit reporting on your loan. During this conversation the CMS representative specifically explained that due to the transfer of your loan CMS had suppressed the credit reporting on your loan to comply with RESPA. The representative then confirmed that the reporting on your loan would in fact be reported on January 10, 2016.On January 13, 2016 you spoke with a CMS representative regarding the credit reporting on your loan. You again stated that your loan was not reporting to the credit bureaus. The representative confirmed that CMS did in fact report your loan to the credit bureaus on January 10, 2016. The representative advised you to contact the credit bureaus to confirm the timeframe of their processing. You then abruptly ended the call.On January 28, 2016 CMS received your complaint filed with the Revdex.com and in compliance with the CFPB guidelines previously mentioned CMS suppressed the credit reporting on your loan until March 28, 2016. The next scheduled update to the credit reporting on your loan will be on April 10, 2016.With regards to your allegation the CMS did not provide you a billing statement, please find attached the billing statements issued to you by CMS from October 2015 to February 16, 2016. We note here that CMS utilizes a “Modified Bill and Receipt” method to generate monthly mortgage statements to borrowers. By utilizing this method of generating mortgage statements, CMS will typically generate and issue a mortgage statement to you at the time a payment is applied to your loan. It is important to note that only one statement will be generated and issued to you each month. If a payment is received before the contractual due date, a mortgage statement will be issued on the first (1st) day of that month. If a payment is not applied to your loan on or before the sixteenth (16th) day of the month, a mortgage statement will be automatically generated and issued on the eighteenth (18th) day of the month.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan. Please be advised that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the loan status, payment history and loan information. After a careful review of the account, CMS has determined that CMS properly suppressed the credit reporting on your loan in compliance with RESPA and CFPB guidelines.Consequently, CMS categorically denies any insinuation that we have not serviced your loan properly or pursuant to applicable laws. Nevertheless, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through 8:00 AM to 5:00 PM, Eastern Time.Sincerely,[redacted]Customer AdvocateCC: Revdex.com

August 24, 2015
 
 
[redacted]
 
RE:      Complaint No.:           [redacted]
Loan No.:...

                   [redacted]
                        Property Address:       [redacted]
 
Dear Mr. and Mrs. [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 August 3, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As a preliminary matter, please note that our [redacted] Department originally received a complaint from you on June 17, 2015 filed with the Consumer Financial Protection Bureau (“CFPB”) which raises the exact same issues as this current inquiry. Accordingly, CMS researched the loan and a response was sent to the CFPB on August 14, 2015. Please note that on this same date a copy of our response was also sent to your attention via [redacted], tracking number [redacted]. For your ease of reference, attached hereto please find a copy of CMS’s response dated August 14, 2015. As always, please remember that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint.
 
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
 
Sincerely,
 
[redacted]
 
CC:     Revdex.com
 
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
 
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
 
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
 
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
 
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
 
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
 
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
 
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

May 11, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
[redacted]
RE: Loan No.: [redacted]
Case No.: [redacted]
Primary Borrower: [redacted]
Property Address: [redacted]
Dear Mrs. [redacted]:
The Customer...

Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via e-mail on April 15, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand the complaint, you allege that your loan was recently transferred from [redacted], N.A. (“[redacted]”) to CMS and that CMS has not made any contact with you. You go on to say that when you called CMS you waited an average of twenty (20) minutes and that your account has been locked pending review. Due to your account being locked, you allege that you have been unable to make a payment online. Moreover, you state that you are concerned about the accumulation of interest due to your inability to make your payment. Consequently, you are requesting that your account be unlocked, you don’t wish to remain on hold for longer than five (5) minutes when calling CMS, and you want a handwritten apology from an executive outside of the Customer Service department.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, 2015. At the time of the service transfer your loan was contractually current and next due for the April 1, 2015 payment.
Based on a review of your loan, please be advised that CMS sent you a Notice of Servicing Transfer (“Hello Letter”) on April 6, 2015. The Hello Letter was sent to your home address at [redacted]. For your reference, a copy of the Hello Letter is attached hereto as Exhibit “A”. The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage loan payments effective April 2, 2015 and to advise you that your prior servicer, [redacted], would no longer accept payments received from you after April 1, 2015.
Additionally, the Hello Letter made you aware that, pursuant to federal law, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of transfer. Also included in the Hello Letter was the address to submit the monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service Department. Lastly, the Hello Letter also enumerated the various methods available to you for making a payment and it included the processing fee for each method (if applicable), instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website.
Subsequently, CMS sent you a Notice of Sale of Ownership of Mortgage Loan (“NSOML”) on April 9, 2015. The NSOML was also sent to your home address at [redacted]. For your reference, a copy of the NSOML is attached hereto as Exhibit “B”. The purpose of the NSOML was to advise you, as required by federal law, that ownership of the mortgage loan had been sold, transferred or assigned to a new creditor. Moreover, the NSOML confirmed that your loan was sold on April 2, 2015 and that your new creditor was CMS.
Furthermore, the NSOML reminded you that your new servicer was CMS and provided you with a contact number and a scope of responsibilities that CMS would handle. Likewise, you were made aware that CMS would handle the ongoing administration of your loan which would include receipt and processing of payments, resolution of payment-related issues, and answering any other inquires you may have regarding your loan. Additionally, the NSOML further explained that the transfer of the lien associated with your loan would be recorded in the public records of the local County Recorder’s office for the county or local jurisdiction where your property is located.
In addition, our records indicate that on April 9, 2015 you called CMS to inquire about your new account number and about making a payment. During the phone call, the CMS representative advised you that CMS had recently mailed you a Hello Letter informing you of your new account number, our contact information, and instructions on how to make a payment. In addition, the CMS representative provided you with your new account number and explained the various options available to you for making a payment.
A few minutes later, your husband, [redacted], called CMS to advise that he was unable to make an online payment using the account number provided to you. Moreover, he expressed his concerns about not receiving any notification from CMS regarding the servicing transfer or notice of sale of ownership. The CMS representative did advise that the Hello Letter and NSOML were both sent and should arrive shortly via regular mail. Lastly, the CMS representative advised that she was unable to disclose any account information because CMS did not have your written consent to disclose account information to your husband. In an effort to assist with the online account access, the CMS representative did advise your husband that he was missing a digit from the account number he was typing into the online registration page. Moreover, the CMS representative advised she would gladly confirm the correct account number once you, the accountholder, called in to verify.
On that same day, you called CMS in the evening to verify the account number in order to complete your online account registration. The CMS representative provided you with your correct account number and you indicating during the call that you had written it down. Subsequently, the CMS representative advised you that your account had a bankruptcy alert when it transferred from [redacted] and that there was a possibility that you would not be able to process your online payment due to the alert. You and your husband both proceeded to finish registering your online account and when you attempted to click on the “Make a Payment” link, you received a message on the CMS website indicating that your account must meet certain criteria to process your request. The CMS representative confirmed that the message was triggered by the bankruptcy alert on your account and asked that you call the next day during business hours to speak with a Bankruptcy Department representative to have that alert removed. Moreover, the CMS representative did advise that the Bankruptcy Department was already working on reviewing all of the [redacted] transfer loans with similar alerts.
Thereafter, you called CMS on April 14, 2015 to advise that you were still unable to make your payment online. Moreover, you go on to say that the last time you called you were advised by the CMS representative that he would remove the bankruptcy alert so you could make your payment. Please note, however, that on April 9, 2015 the CMS representative advised that you would need to call back and speak with a Bankruptcy Department representative to have the bankruptcy alert removed. We find no evidence in our records that the CMS representative advised you that he would remove the bankruptcy alert. Moreover, during your April 14, 2015 phone call, the CMS representative did offer to accept your payment over the phone and waive the pay-by-phone fee. Instead of making the payment free of charge, you asked that the CMS representative add your husband to the account as an authorized party. The CMS representative confirmed she could add him as an authorized third party for thirty (30) days based on your verbal consent. Additionally, you were advised to write, sign, and date a letter where you provide his name, number, and a passcode to permanently add your husband as an authorized party on the account. Lastly, you asked what you needed to do to have the bankruptcy alert removed and the CMS representative informed you that the Bankruptcy Department was finalizing their review of all [redacted] transfer loans that had a bankruptcy alert.
Thirty (30) minutes later, on that same date, your husband called CMS to advise that you were told that a Bankruptcy representative could not speak with you because they were too busy updating all the loans transferred from [redacted]. Please note that the CMS representative who spoke with you gave you the option to take your payment over the phone free of charge and advised you that the Bankruptcy Department was still working on updating all loans that transferred from [redacted] with a bankruptcy alert. At no time during your call did you ask to speak with a Bankruptcy representative nor did the CMS representative advise you they were too busy to take your call. During your husband’s call, the CMS representative offered, once again, to take the payment over the phone free of charge and your husband refused stating he did not wish to call every month to make a payment by phone. Please note, however, that CMS did not indicate you would need to call every month to make a payment. The offer to take your payment over the phone was solely as an expression of good faith while CMS’s Bankruptcy Department finished updating all the loans that transferred from [redacted]. At that point, your husband did not wish to make a payment over the phone and asked to speak with a Customer Service Manager. During the transfer to the Manager, the call terminated. While we do not know the precise reason the call terminated, we acknowledge that it may have been due to a network error with our phone system.
On April 16, 2015, two (2) days after you and your husband last called, CMS’s Bankruptcy Department finished updating your account and removed the bankruptcy alert that had prevented you from making your payment online. As of the date of this letter, your account has been updated and all bankruptcy alerts have been removed. If you wish, you may log in to your online account and make your payment by visiting https://carringtonms.com.
Ultimately, we acknowledge that, during the period immediately after the transfer of the loans from [redacted], CMS experienced an unusually high volume of calls. Consequently, although CMS strives to answer all customer calls promptly, customers calling CMS may have occasionally experienced infrequent hold periods longer than we prefer while waiting to speak with a CMS representative. Please know that CMS did everything in its ability to speak with all customers and answer as many calls as possible within a reasonable timeframe. Nevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced. Additionally, we believe that the underlying causes for the delays have been resolved and it is unlikely that you will experience similar wait times going forward. Once again, CMS sincerely apologizes for any inconveniences you may have experienced and we will continue to improve on our services in order to offer a better experience for all of our customers.
As always, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted]. Lastly, if you wish to learn more about the additional services available at CMS please visit our website at [redacted] to obtain that information.
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

November 2, 2015
Original sent via
regular mail
[redacted]
RE:      Loan
No.:                    [redacted]
            Case No.:                    [redacted]
                        Primary
Borrower:     [redacted]
                        Co-borrower:              [redacted]
                        Property
Address:       [redacted]
Dear Mr. and Ms. [redacted]:
The [redacted] Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal
filed with the Revdex.com received (“Revdex.com”) in our office via email
on October 19, 2015. CMS is committed to responsible lending and servicing
and we would like to address any concerns you may have.  The following is our response to the issue(s)
raised in the inquiry.
As we understand your rebuttal to
our previous response dated October 16, 2015, you state that you never received
the Escrow Analysis Statement (“AEADS”) dated May 8, 2015. You also deny ever
having received the billing statement dated June 4, 2015, which also informed
you of the increase in your payment. Resultantly, you state that because you
never received this statement, you were unaware that your mortgage payment had
increased. Further, you also state that CMS inform you about both the higher
payment and the subsequent loan delinquency. You go on to say that CMS failed
to complete its due diligence in not contacting you regarding the delinquency. Also,
you claim that CMS ruined your credit and you are requesting that a credit
correction be completed to remove the derogatory reporting on your loan.
Lastly, you again state you still do not understand why your mortgage payment
increased.
As you are aware, our Customer Advocacy
Department originally received your initial complaint via the Revdex.com on September
21, 2015, which raises the exact same issues as your current inquiry. CMS has
confirmed we responded to that complaint on October 16, 2015. Further, the CMS
Customer Servicer Research Department also received an inquiry from you which
raised similar issues and a response was provided to you on October 13,
2015. 
As a preliminary matter, CMS has
already addressed the escrow shortage and subsequent payment increase on your
loan in our October 16, 2015 response. Furthermore, CMS sincerely apologizes
for any perceived uncooperative or unprofessional customer service you allege
to have received. As a result, CMS respectfully submits that your payment
history, escrow shortage, and customer service issues have been addressed.
CMS would like to take this
opportunity to remind you that all payments are due on the first day of each
month, and are considered late as of the second day of the month.  If the payment is not received by CMS on or
before the sixteenth day of the month, a late fee will be assessed to your
loan.  Any payment received by CMS after
the month in which the payment became due may be reported to the credit
reporting agencies as delinquent.  As a
result, we encourage you to remit your payment to CMS on the date that it
becomes due to prevent late fees, or derogatory credit reporting for any
unexpected issues that may arise when making your monthly mortgage payment.
Additionally,
it is also important to note that CMS is obligated by federal law to provide
timely and accurate credit reporting in regard to the current loan status,
payment history and loan information.  Late
payments, missing payments, or other defaults on your account may be reflected
in your credit report.
That said, after having received your
rebuttal CMS completed a more focused review of your loan. More specifically, our
records reflect a billing statement was generated on June 4, 2015; however, due
to an incorrect mailing address indicated in our system, the July and August
2015 billing statements were not generated. 
Moreover, your account history
indicates that the mailing address error was caused by mail being returned to
CMS on June 30, 2015 stamped “bad address”. The returned mail caused a bad
mailing address notification to be notated on our system, causing the July and
August 2015 billing statements to not be generated. CMS corrected the
billing system on August 6, 2015 in time for the September 2015 billing cycle. That
said, our records also indicate that CMS did attempt to contact you by
telephone on July 16, 2015 and received no answer.
As a result of our investigation
we find no evidence of wrongdoing on CMS’s behalf. Nonetheless, solely as an expression of our commitment to the highest
standards of customer satisfaction, CMS has agreed to correct and update any
negative credit reporting for the months of July 2015 and August 2015.  Please do allow for up to thirty (30)
days for the credit bureaus to update and correct your credit report. 
Lastly,
If you wish to contact CMS regarding the administration of your loan you
may do so by calling our Customer Service Department at [redacted], Monday
through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written
correspondence including inquiries and complaints about your mortgage to Carrington
Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].
We trust that this communication
addresses all of the concerns noted in the complaint.  If you have any further questions, please
contact the undersigned at [redacted], Monday through Friday, 8:00 AM to
5:00 PM, Eastern Time.
Sincerely,
[redacted]
CC:      Revdex.com
IMPORTANT
DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please
contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage
Services, LLC, Attention: Customer Service, [redacted], or
calling [redacted].  Please include
your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for
Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m.
to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our
website at [redacted].
-IMPORTANT BANKRUPTCY
NOTICE-
If you have been discharged from personal liability on the
mortgage because of bankruptcy proceedings and have not reaffirmed the
mortgage, or if you are the subject of a pending bankruptcy proceeding, this
letter is not an attempt to collect a debt from you but merely provides
informational notice regarding the status of the loan.  If you are represented by an attorney with
respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus.
Late payments, missed payments, or other defaults on your account may be
reflected in your credit report.  As
required by law, you are hereby notified that a negative credit report
reflecting on your credit record may be submitted to a credit reporting agency
if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the
purpose of collecting a debt and any information obtained will be used for that
purpose. This notice is required by the provisions of the Fair Debt Collection
Practices Act and does not imply that we are attempting to collect money from
anyone who has discharged the debt under the bankruptcy laws of the United
States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list
of HUD-approved homeownership counselors or counseling organizations in your
area by calling the HUD nationwide toll-free telephone number at [redacted]
or toll-free TDD [redacted], or by going to
[redacted]. You can also contact the CFPB
at [redacted], or by going to
[redacted].
-EQUAL CREDIT OPPORTUNITY
ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from
discriminating against credit applicants on the basis of race, color, religion,
national origin, sex, marital status, or age (provided the applicant has the
capacity to enter into a binding contract); because all or part of the
applicant’s income derives from any public assistance program; or because the
applicant has, in good faith, exercised any right under the Consumer Credit
Protection Act. The Federal Agency that administers CMS’ compliance with this
law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
20580.
-SCRA DISCLOSURE-
MILITARY
PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the
military, please contact us immediately. 
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief.  For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at [redacted].
-NOTICES OF ERROR AND
INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching
our determination.  You may request such
documents or receive further assistance by contacting the Customer Service
Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m.
Eastern Time or by mail at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I agree with the fact that there was a law suit against my business and that is still undergoing and visible on my credit, however, I signed almost every document pertaining to the mortgage at our closing. [redacted] actually had no contact with my future husband until the end and had sole communication with me. So, I feel that there is no possible reason why you are unable to answer my complaint other than you simply do not want to. What your company did and how they handled our closing was wrong, we lost tons of money and were out of a home until it happened. Yes we finally closed and how we still do not know, but this matter should be rectified since your company made the mistakes loosing documents, not being truthful and completely dropping the ball on the entire thing.
Regards,
[redacted]

September 1, 2016     Original response sent via REGULAR MAIL   [redacted]                 RE:      Loan No.:                    [redacted]                         Complaint No.:           [redacted]                         Property Address:       [redacted]               Dear Mr. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) and received in our office via email on August 26, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your most recent rebuttal, you state that our previous responses have not resolved your complaint. Furthermore, you state that you have provided proof to CMS supporting your claim that a payoff for your loan in the amount of $104,390.80 was sent on August 31, 2015.   We regret that you were dissatisfied with our response to your complaint.  CMS is committed to the highest standards of customer satisfaction and professionalism, and for this reason, we take all legitimate complaints regarding the conduct of our business very seriously.  Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately.    Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to clarify our response and address any outstanding concerns in this matter.    As you are aware, our Customer Service Research Department previously responded to your original complaint on January 15, 2016. Subsequently, the Customer Advocate Department responded to a substantially similar, if not identical, complaint on August 16, 2016. Soon after, the Customer Advocate Department responded to your initial rebuttal on August 23, 2016. On August 25, 2016, our Customer Service Research Department responded to yet another complaint received via fax on July 29, 2016. Although CMS is unable to identify any new issues that have not been previously addressed in detail, let this correspondence serve as the fifth response to your ongoing concern. Please note that while each of these responses has provided you with supporting documents, CMS is attaching one copy of all the pertinent documents in an effort to avoid unnecessary duplication of efforts.   It is also important to note that CMS sent a payoff letter to [redacted] on August 27, 2015 and the letter clearly states that the payoff needed to be received before the 2:00 PM EST cutoff time. Otherwise, your payoff would be credited to your loan the following business day.  If you can provide proof that [redacted] sent CMS your payoff in the amount of $104,390.80 on August 31, 2016 before 2:00 PM EST, please fax this information to my attention at [redacted]. Attached for your review is the payoff letter sent to [redacted] on August 27, 2015   Please note that the fax you sent to our Customer Service Research Department on July 29, 2016 included a copy of a letter sent to you by [redacted] stating that their records show that your payoff was wired August 31, 2015. However, this letter failed to provide the amount wired to CMS and failed to indicate that the wire transfer was sent prior to the 2:00 PM EST cut off time. It is important to understand that the letter provided by [redacted] is unacceptable as proof that your payoff was received on August 31, 2015 before 2:00 PM EST. Again, we invite you to provide a copy of the wire transaction form which should reflect the exact time the wire was sent from [redacted] to CMS.   As mentioned in our prior response, our records show the receipt of a wire transfer with the transaction date of September 1, 2015 at 5:19 AM EST in the amount of $104,390.80 with a Bank Reference Number of [redacted]. Please note that we have asked that you provide evidence you may have that supports your claim that the wire transfer in the amount of $104,390.80 was received by CMS on August 31, 2015 before 2:00 PM EST so we can review this matter further. Attached for your review is a copy of the wire transfer information for the payoff received September 1, 2015.   Furthermore, CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information.  We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information.  We are, therefore, unable to make the requested changes to the reported information.   We trust that this communication addresses all of the concerns noted in your Rebuttal.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,       [redacted] Customer Advocate   CC:  Revdex.com     IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.       -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].   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].

Attached please find a copy of our response letter to this complaint which was sent to the borrower today.Sincerely yours,[redacted]Customer Advocate[redacted]Office: [redacted]April3, 2015[redacted]...

[redacted]RE: Loan No.: [redacted]Complaint I.D. No.: [redacted]Property Address: [redacted]Dear Mr. & Mrs. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") isin receipt of your complaint filed with the Revdex.com received in our officevia email on March 13, 2015. CMS is committed to responsible lending and servicingand we would like to address any concerns you may have. The following is our responseto the issue( s) raised in the inquiry.As you are aware, our Customer Service Research Department originally received aninquiry from you on March 11, 2015, which raises the same issues as this complaint.Accordingly, the loan was researched and a response was sent to you by CMS on March16, 2015. A copy of this response is attached for your ease of reference.At the outset, please note that the servicing of this Federal Housing Administration("FHA") insured loan was transferred from [redacted] Inc. ("Citi") to CMS onNovember 4, 2014. At the time of the service transfer your loan was contractuallycurrent and showing due for the December 1, 2014.A review of our records found that the total amount of mortgage interest that was paidduring the 2014 calendar year was $300.53. Because you paid less than $600.00 ofmortgage interest during the 2014 year, CMS is not required to issue you an InternalRevenue Service ("IRS") I 098 form ("Year End Mortgage Interest Statement").While CMS is unable to provide you with tax advice, we encourage you to access theIRS's 2014 Tax Information for Homeowners publication online at[redacted] which outlines the minimum interest paidrequirement of $600.00. This information can be found on Page seven (7), column three(3), Mortgage Interest Statement that reads as follows:If you paid $600 or more of mortgage interest {including certain points andmortgage insurance premiums) during the year on any one mortgage to amortgage holder in the course of that holder's trade or business, you shouldreceive a Form 1098 or similar statement from the mortgage holder. Thestatement will show the total interest paid on your mortgage during the year.Should you have any further questions regarding whether you may claim the mortgageinterest of$300.53 that was paid towards your loan in 2014, we encourage you to consulta tax professional of your choice.Based on the foregoing, we believe the record is clear that CMS has properly servicedyour loan and is not required to issue a Year End Mortgage Interest Statement for interestpaid on amounts less than $600.00. Nevertheless, CMS created and sent you a 1098 for2014 interest paid on or about March 25, 2015, and a copy is attached for your ease ofreference. Should you wish to further discuss any aspect of your loan, we encourage youto contact our Customer Service Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. Ifyou have any further questions, please contact the undersigned at [redacted],Monday through Friday, 8:00AM to 5:00PM, Eastern Time.Sincerely,[redacted]Customer Advocate?

March 10, 2017       [redacted]               RE:      Complaint ID No.:      [redacted] Loan No.:                    [redacted] and [redacted]                         Property Address:       [redacted]                                                 Dear Ms. [redacted]:     The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal to our response to your complaint (the “Rebuttal”) filed with the Revdex.com (“Revdex.com”) and received in our office via email on March 2, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your Rebuttal, you state that after reviewing our prior response, you have determined that our proposed action would not resolve your complaint.  Specifically, you state that you are unhappy with CMS’s unwillingness to refund you the stop payment fee as originally stated.   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 we take all legitimate complaints regarding the conduct of our business very seriously.  Although we understand you are not pleased with the outcome, the 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.    As indicated in our prior response, the funds that were initially applied to your account incorrectly due to a system error did not represent payments made by you, and you were not entitled to the benefit of these funds.  Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, and in consideration of any inconvenience that this misapplication and stop payment may have caused you, CMS agreed not to pursue recovery of the remaining balance of $279.24, which resulted in a $279.24 windfall credit to you.  In other words, you are free to keep those funds. Because the matter has already resulted in a windfall to you, we must again decline your request for an additional $30.00.    We again respectfully suggest that all of the concerns noted in the complaint have been fully addressed. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate             CC:      Revdex.com           IMPORTANT DISCLOSURES     -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at [redacted], or by going to www.consumerfinance.gov/find-a-housing-counselor.   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

June 17, 2016     Original response sent via regular mail   [redacted]   RE:      Loan...

No.:                    [redacted]                         Complaint No.:           [redacted]                         Borrower:                    [redacted]                         Co-borrower:               [redacted]                         Property Address:       [redacted], [redacted]   Dear Mr. & Mrs. [redacted]:                                         ...⇄ The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on May 31, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you allege that you are unable to make your mortgage payments via your CMS online account and were unable to speak with a CMS representative despite your phone calls to our office. You go on to say that due to CMS’s error, your account will be assessed a late charge and a derogatory mark will be reported on your credit report. As a result, your desired resolution is for CMS to ensure that no account delinquencies will be reported to the credit reporting agencies and to allow you to make your mortgage payments via your online account.   As a preliminary matter, please accept this correspondence as confirmation that CMS did not report any account delinquencies to the credit reporting agencies in connection with your May 31, 2016 payment that was applied to your May 1, 2016 mortgage payment. Moreover, as of the date of this correspondence, your payment history reflects that your loan is current through June of 2016. The next payment due is scheduled to be paid on July 1, 2016 in the amount of $1,005.88. If you would like to view your recent payment activity, download a copy of your most recent billing statement or escrow analysis, or make a payment, CMS encourages you to log in to your online account by visiting https://carringtonms.com. Please note that by accessing your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mail. With regard to your inability to authorize a mortgage payment via your CMS online account, our records indicate that CMS received an electronic communication from your bank advising our office that either an inaccurate routing number or an inaccurate account number was used on a recent payment that you may have provided to a CMS representative, entered through our website, or entered through the pay-by-phone option. For your reference, attached hereto as Exhibit “A” please find a copy of the Notice of Change (“NOC”) letter that CMS sent you on May 3, 2016 advising you of the aforesaid.   Specifically, the letter advised you that it would be necessary to contact your bank and confirm your account and routing number. In our experience, the use of incorrect account numbers can be an indicator of attempted access by an unauthorized party; accordingly, when this happens, CMS’s policy is to lock your online account and pay-by-phone option and send you an NOC. After you call and speak with a CMS representative and confirm your correct routing and bank account number, CMS will unlock the online and pay-by-phone options.   Subsequently, on May 31, 2016, you contacted CMS with regard to your inability to make a mortgage payment via your CMS online account. Immediately thereafter, the CMS representative escalated your concern to our Cashiering Department and requested to have your account unlocked so you could resume payments via your online account and over the phone. That same day, our records indicate that your account was unlocked and that you authorized an online payment transaction in the amount of $1,046.11. Of that amount, CMS applied $1,005.88 to your May 1, 2016 mortgage payment and the remainder, $40.23, towards your May 1, 2016 late charge.   We would like to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.   Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].     [This space intentionally left blank] We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].     -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

September 15, 2015
 
 
 
[redacted]
[redacted]
[redacted]  [redacted]
 
 
RE:      Complaint...

No:                        [redacted]
Loan No.:                    [redacted]
Property Address:       [redacted]   [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 August 16, 2014.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand your complaint, you expressed dissatisfaction with CMS’ limited payment options and overall customer experience.  You go on to state that CMS is prohibiting you from making extra principal payments using the CMS website or the automated payment by phone system.  In addition, you state that you have experienced password issues on the CMS website, and when you attempt to reset your password using your selected security questions and answers the website does not properly acknowledge the correct answer.  You state that you are forced to call CMS for assistance with these issues; however, you have needed this support on weekend days and CMS does not provide this type of support on the weekends.
 
At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on or about April 2, 2015.  Attached for your ease of reference is a copy of the April 6, 2015 Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer.  At the time of the service transfer your loan was contractually current and due for the May 1, 2015 payment.
 
Upon review, our records show that on April 27, 2015, you made a payment using the CMS website in the amount of $1,100.09 and this payment was applied to your May 1, 2015 payment.  On May 28, 2015, you called CMS for assistance as you had forgotten your password and when you tried to reset your password your website account locked.  The CMS representative unlocked your account and reset your password.  On that same day, you made a payment using the CMS website in the amount of $1,100.09 and this payment was applied to the June 1, 2015 payment.  On July 1, 2015, you made another payment using the CMS website in the amount of $1,100.09 and this payment was applied to the July 1, 2015 payment.  On Saturday August 1, 2015, you made a payment in the amount of $1,083.71 using the CMS automated phone payment service, and this payment was applied to the August 1, 2015 payment. 
 
On September 1, 2015, you called CMS for assistance in accessing your CMS website account.  During this call you explained that you had forgotten your password and were having difficulty resetting your password using the security questions and answers on your account.  The CMS Representative unlocked your account and reset your password.  The CMS representative informed you that the security questions were not properly working because your account was locked.  Additionally, the CMS representative explained that this was a known problem on the CMS website, and that CMS was working to update the site so that the security questions worked properly to avoid a locked account.  Subsequently, that same day you made a payment using the CMS website in the amount of $1,083.71 and this payment was applied to the September 1, 2015 payment.     
 
Based on the foregoing, we believe the record is clear that the CMS website worked properly when the correct password was used to access your website account.  In addition, CMS promptly provided assistance when you called to report your account was locked by resetting your password so that you could make your monthly payment online as desired.  Although the CMS automated phone pay system is not currently able to accommodate extra principal curtailment payments, we are pleased to inform you that CMS has completed enhancements to the website and you are now able to make extra principal curtailment and or extra escrow payments on your loan using the CMS website.  It is important to note that the CMS Customer Service Department is currently open Monday through Friday, 8:00 AM to 8:00 PM Eastern Time, and Saturday 8:00 AM to 12:00 PM Eastern Time.  Nevertheless, we acknowledge that the security questions and answers on the website to reset your password were not properly working.  Please know that CMS remains committed to the highest standards of customer satisfaction and to that end, CMS is continuously working on website enhancements and improvements. We would like to take this opportunity not only to express our sincere apologies for the inconvenience that you may have experienced in this matter, but also to thank you for bringing this matter to CMS’s attention.  CMS is always looking for ways to improve service levels and your feedback is important us. 
 
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
 
Sincerely,
 
 
[redacted]
[redacted]
 
CC:     Revdex.com
 
 
 
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
 
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
 
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
 
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
 
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
 
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
 
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
 
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

November 6, 2015
[redacted]
[redacted]
RE: Loan No.: [redacted]
Case No.: [redacted]
Dear Ms. [redacted]:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com...

received in our office via email on October 23, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you claim you logged on to the CMS Loan Servicing Website and attempted to make your October 1, 2015 payment; however, the checking account information was not stored by the site so that you had to re-enter the checking account information before completing the payment. You go on to say that you made a mistake in entering your checking account information which caused the payment to be returned. You stated that when you spoke to the CMS Customer Service Department, you were informed the account would be assessed a late fee as the payment was received after the sixteenth (16th) of the month. You requested to speak with a Supervisor, and you allege the Supervisor was rude while communicating with you in regard to the late charge assessed to your loan. Your desired resolution is to have the late charge of $34.41 removed from your loan.
We have completed a review of your loan and note that on October 16, 2015, you made the October 1, 2015 payment of $860.44 through the CMS Loan Servicing Website.
On October 21, 2015, our records indicate the payment made through the CMS Loan Servicing Website on October 16, 2015 was returned due to an Invalid Account Number. It is important to note that since you submitted your payment to CMS on the last day of the late charge period, and the payment was subsequently reversed five (5) days later, CMS was unaware of the incorrect banking information until your financial institution confirmed the account number was invalid.
On October 22, 2015, the CMS Customer Service Department contacted you in connection with the October 1, 2015 payment. During the phone conversation the Representative confirmed the payment was returned due to an Invalid Account Number and that your loan would be assessed and billed a late charge as the payment would now be received after the grace period. You cited the payment was made on the sixteenth (16th) of the month and that you should not be assessed a late charge. As the Customer Service Representative was unable to remove the late charge you requested to speak with a Supervisor.
In speaking with the Customer Service Supervisor, you reiterated that you had made your payment on the sixteenth (16th) of the month and that you had never missed a payment with CMS. You cited that you had recently switched bank accounts, which is why you were required to enter your new banking information through the CMS Loan Servicing Website. The Supervisor reviewed the routing and checking account number entered and noted the checking account number differed from the prior payment secured on September 15, 2015. A review of the checking account information from the payment secured on September 15, 2015 indicated your financial institution as [redacted] with the last four numbers of your checking account number as [redacted]. The payment secured on October 16, 2015 indicated your financial institution as [redacted] with the last four numbers of your checking account number as [redacted]. The Supervisor encouraged you to submit your written request to waive the late charge directly to the CMS Customer Service Research Department, but indicated that ultimately you would likely be assessed and billed a late charge. The Supervisor also reiterated that the CMS Loan Servicing Website does state that when making a payment, it is necessary to confirm the banking account information has been entered correctly.
As the Supervisor was unable to assist you in the removal of the late charge, you stated you would be filing a complaint with the Revdex.com and a complaint against the Supervisor who was assisting you. We note that while the Customer Service Supervisor was unable to remove the late charge, at no point within the conversation was the Supervisor rude. In fact we find that on several occasions the Supervisor stated that they understood your situation and that they appreciated your diligence in taking care of your greatest asset. For your ease of reference I have included copies of the payments submitted to CMS on September 15, 2015 and October 16, 2015 for your review.
Based on the foregoing, we believe the record is clear the incorrect checking account number entered on October 16, 2015 was entered erroneously by you and was not a CMS error. While we sympathize with your circumstances, if the payment had been submitted closer to the due date there would have been an opportunity to identify the error before the late charge date. By waiting until the last date on which a payment could be submitted without incurring a late charge, you left no opportunity for any error in making the payment. Therefore, the late charge of $34.41 is valid and will not be removed from your loan. Please note as a reminder, all payments are due on the first (1st) of each month and are assessed a late fee after the sixteenth (16th) of each month.

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

July 28, 2015
[redacted]
[redacted]
[redacted]
RE: Loan No.: [redacted]
Primary Borrower: [redacted]
Co-Borrower: [redacted]
Property Address: [redacted]
Complaint I.D....

No.: [redacted]

Dear Mr. and Ms. [redacted]:
The 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 July 7, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on April 2, 2015. On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer your loan was contractually current and showing due for the April 1, 2015 mortgage payment in the amount of $648.17.
It is important to note that, while CMS began servicing the loan as of April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC § 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition. In order to comply with RESPA guidelines, CMS has suppressed the reporting of loan and payment information for the period of sixty days following the service transfer of your loan to CMS.
On June 17, 2015, CMS received a call from an Unauthorized Third Party (“UTP”) verbally requesting a Verification of Mortgage (“VOM”). The CMS representative who spoke to this UTP explained that in order for CMS to disclose any loan information to an UTP, CMS must be in receipt of written permission from you allowing such information to be disclosed.
On June 19, 2015, CMS received an inquiry from you that you characterized as a VOM request. Although CMS was not provided with a VOM form, this inquiry requested CMS to provide a statement (including your loan payment history) to be sent to a third party. Upon review of this inquiry, CMS determined that the signature on the inquiry did not match your original loan documents. Attached for your ease of reference is a copy of the signature page of your security instrument and a copy of the inquiry received by CMS.
Please be advised that CMS requires that all requests to release loan and payment information to a third party must contain the borrower’s signature, and that signature must match the signature affixed to one or more of the original loan documents. This action is taken by CMS in an effort to protect the non-public private information of its customers and is within the bounds of federal, state and local laws and the related servicing agreement.
On June 24, 2015, you contacted CMS and inquired whether a response to your inquiry was completed. It was at this time that the CMS representative notified you that your inquiry was not completed as the signature on the inquiry did not match the signature on any of your original loan documents. The CMS representative encouraged you to send a new inquiry to CMS along with your signature matching the signature on your original loan documents at your earliest convenience. On June 29, 2015, the CMS representative that you spoke with on June 24, 2015 received your new inquiry which was sent to CMS’s Customer Service Research Department to process.
On July 1, 2015, CMS’s Customer Service Research Department received your new inquiry along with your signature that matched your original loan documents. This inquiry requested CMS to send a copy of your loan payment history to a representative of [redacted], Inc. (“SSI”). That same day, CMS honored your request and sent a copy of your loan payment history to SSI via first class mail. On July 2, 2015, CMS spoke with you and confirmed your loan payment history had been sent to SSI the previous day. The CMS representative also verified the address to which the loan information was sent, which was 5000 Campuswood Drive, Suite 101, East Syracuse, NY.
On July 7, 2015, CMS received a new inquiry from you which was a duplicate of the inquiry CMS originally received on June 29, 2015 and responded to on July 1, 2105. On July 7, 2015, CMS responded to your new inquiry and provided SSI with the amount of your original principal balance ($74,908.00), the origination date (June 2007), the original term (360 months), the current principal balance ($65,967.00), the interest rate (6.25%), the escrow balance ($461.75), the next payment due date (July 1, 2015), and your payment amount ($667.32). This information was sent to SSI via first class mail on July 7, 2015.
Based on the foregoing, we believe the record is clear that once CMS received your inquiry containing a signature that matched your original loan documents, CMS promptly responded to your inquiry and provided the information you requested to SSI via the avenue of delivery that you requested. CMS sincerely apologizes for any perceived delay in responding to your inquiry. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at (800) 561-4567 for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
Chris Lindsey
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted]counselor.
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.
NEW YORK:
New York City Department of Consumer Affairs License Number 1264739
This Collection agency is licensed by the City of Buffalo license numbers: 555177 & 555176
For New York residents: You may file complaints about CMS with the New York State Department of Financial Services. You may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at www.dfs.ny.gov. Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services.

IIRevdex.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.The response said that I did not give enough information for the complaint.   Well in June 2015 I contacted the bankruptcy department of carrington several  times trying to sell the property.  They informed me that I could not do anything with the property since it was included in my bankruptcy case and I did not confirm loan.  The bankruptcy department had me send a key to them in June and I moved out of the property at that time because the department informed me that they wanted to lock up the property.   The company did not do anything with property until Feb 8, 2016.  found out recently that the property has been eligible to sold prior to the company taking over the property in which they haven't until they finish their hearing May 2016.  I could have sold the property for the profit of at least $ 25,000. Now that I found out that it could be sold by me I am losing the profit and dealing with a short sale since the companies depart of bankruptcy kept telling me that the property could not be sold.   I feel that they kept telling me that information is to keep me from selling and the could get the property without dealing without any realators or buyers.  This is why I filed the complaint in the first place and will keep the complaint and not settle until I get what is due to me or property is sold by a short sale.
Regards,
[redacted]

October 12, 2017  ORIGINAL RESPONSE SENT VIA REGULAR MAIL [redacted]
[redacted]
[redacted]
[redacted]      [redacted]                   ...

[redacted]
[redacted]       [redacted]
[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 September 25, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry. As we understand your complaint, you state that you satisfied the loan in full in July 2017.  You also state that CMS disbursed a payment to your homeowners insurance carrier the prior month that resulted in an overpayment of your homeowners insurance policy premium.  As a result, your homeowners insurance carrier issued a refund check to CMS.  CMS then proceeded to send the refund check to you; however, CMS failed to endorse the refund check and you were unable to cash the check.  You express dissatisfaction that after numerous telephone calls to CMS’s Customer Service Department, a replacement check has not been issued to you.  Your desired resolution is for CMS to issue an apology to you for the poor customer service and to issue a new check to you. A review of our records found that on or about June 8, 2017, CMS’s insurance vendor, South West Business Corporation (“SWBC”), received notification from your homeowners insurance carrier, Farm Bureau Mutual Insurance Company of Idaho (“FBMICI”) that a payment in the amount of $510.00 was due on your policy.  Accordingly, that same day, SWBC disbursed $510.00 from your escrow account and issued check to FBMICI to satisfy the premium due on your homeowners insurance policy. On July 3, 2017, CMS received payoff funds in the amount of $134,393.11.  That same day, CMS applied the funds to satisfy the loan in full.  The funds were applied to accrued interest of $38.75 and $133,798.95 was applied to satisfy the principal balance.  An escrow overage check in the amount of $208.32 was issued to you on July 18, 2017. On or about August 3, 2017, SWBC received check number 1109137 in the amount of $510.00 from FBMICI.  Because your loan was paid in full, SWBC sent the check to CMS’s Cashiering Department with instructions to endorse and forward the refund check to you.  Regrettably, due to inadvertent clerical error, the refund check was sent to you without endorsement on August 8, 2017.  CMS sincerely apologizes for any inconvenience you may have experienced due to this inadvertent clerical error. On August 23, 2017, you contacted CMS stating that you had received an escrow refund check; however, the check was payable to CMS and you were unable to cash the check.  The CMS representative reviewed your account and informed you that she would open a request to have a new check issued payable to you.  Unfortunately, because the insurance refund check was not issued by CMS, it was not reflected in your account history.  As a result, the CMS representative incorrectly identified the escrow overage check in the amount of $208.32 as the check you were concerned about, and opened a request to have the escrow overage check reissued to you.  CMS sincerely apologizes for any inconvenience you may have experienced due to the misunderstanding on the part of the CMS representative.   On September 18, 2017, you contacted CMS to inquire whether a new check had been reissued.  The CMS representative reviewed the account and determined that the only refund check that CMS has issued to you was the escrow overage check in the amount of $208.32, which the CMS representative confirmed had cleared on August 16, 2017.  You then clarified that you were calling about a check in the amount of $510.00 that was issued by FBMICI payable to CMS.  The CMS representative reviewed your account history and identified the check issued by CMS to FBMICI on June 8, 2017.  The CMS representative informed you that he would open a request to place a stop payment on that check and have the check reissued to you.  Unfortunately, that check had already cleared on June 14, 2017.   It is important to note that because the check in your possession was not issued by CMS, we were unable to issue a new check payable to you.  The CMS representative should have instructed you either to return the check to CMS for endorsement or to contact your insurance carrier directly to have a new check reissued payable to you.  CMS sincerely apologizes for any inconvenience you may have experienced as a result of the CMS representative’s failure to properly advise of your options. On September 21, 2017, you contacted CMS to obtain a status on having a new check issued to you.  The CMS representative reviewed your account and again informed you that according to your account history, only one check in the amount of $208.32 had been issued to you by CMS.  You again clarified that you had a check in the amount of $510.00 from FBMICI that you were unable to cash.  The CMS representative correctly informed you that CMS was unable to issue a new check to you because the check in your possession was not issued by CMS but by your insurance carrier.  The CMS representative offered to transfer your telephone call to SWBC to determine whether they could contact FBMICI to have a new check issued to you.  You then became abusive toward the CMS representative and the CMS representative terminated the call.  CMS representatives reserve the right to terminate any calls from the borrowers that are verbally abusive, personally insulting, use profanity and/or threaten acts of violence against CMS or its representatives.     It is important to note that on October 11, 2017, I personally contacted FBMICI and spoke to Tina [redacted] in their Accounting Department to determine whether FBMICI would be able to re-issue a new check to you.  Ms. [redacted] reviewed your policy and advised me that check number 1109137 in the amount of $510.00 was voided on September 22, 2017 at the request of your local office.  Ms. [redacted] further stated that the funds were applied toward your current homeowners policy also at the request of your local office. Once again, we sincerely apologize for any inconvenience that you may have experienced as a result of our Cashiering Department failing to endorse the homeowners insurance refund check prior to sending it you.  Additionally, we apologize if the level of customer service you received from CMS did not meet your expectations.  In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, P.O. Box 5001, Westfield, IN 46074 or fax your correspondence to (800) 486-5134.  We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time. Sincerely,  [redacted]Customer Advocate CC:      Revdex.com

December 9, 2015
[redacted]
RE:      Complaint No:            [redacted]
Loan No.: ...

                  [redacted]
Property Address:       [redacted]
Dear Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on November 16, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you express concerns with CMS for reversing your October 1, 2014 payment on November 3, 2015.  In addition, you claim that CMS did not properly notify you of this reversal or the reason for the reversal.  You go on to say that this reversal caused the due date of your loan to be rolled back by one month causing your loan to show delinquent.  You indicate that when you called CMS to discuss this matter the CMS representative was not helpful and did not provide you with an acceptable explanation for this reversal, and when you requested to speak to a Supervisor you were informed that Supervisors did not take customer calls.  Lastly, you express concerns and dissatisfaction with CMS and the poor customer service experience you have had during your communications with CMS.
At the outset, please note that the servicing of this U.S. Department of Agriculture (“USDA”) insured loan transferred from [redacted] (“[redacted]”) to CMS on or about October 2, 2014.  Attached for your ease of reference is a copy of the October 6, 2014 Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer.
Upon review our records show that at the time of the service transfer your loan was showing contractually current and due for the November 1, 2014 payment.  Prior to the service transfer your prior servicer (“[redacted]”) had credited your loan with two payments on October 1, 2014.  One payment was in the amount of $1,238.53 and this payment was applied to your September 1, 2014 payment.  The other payment was in the amount of $1,271.44 and this payment was applied to your October 1, 2014 payment in the amount of $1,238.53, with $32.91 applied to late fees.
On October 18, 2014, CMS sent you a billing statement that indicated your loan was next due for the November 1, payment.  Subsequently, CMS received additional monthly payments from you beginning November 1, 2015.  Below for your ease of reference is a payment summary that shows payment transactions on your loan from May 20, 2014 to October 15, 2015.
On November 3, 2015, CMS received notification from your prior servicer (“[redacted]”) that the payment that had been posted to your loan on October 1, 2014 in the amount of $1,271.44, which was an Automated Clearing House (“ACH”) transaction, had not been paid by your bank and therefore, this payment needed to be reversed.  CMS completed the reversal that same day.  It is important to note that CMS had to reverse the payments posted to your loan from October 15, 2015 to October 1, 2014 to properly complete the required reversal of this payment, and roll the due date back from November 1, 2014 to October 1, 2014.  After the reversal of this payment was completed, CMS reapplied your payments that were received from November 1, 2014 to October 15, 2015 to your loan respectively.  For your ease of reference, below is a payment summary that shows these payment transactions.
After the payment reversals and reapplications were completed on your loan, applicable fees were assessed to your loan which included late fees, Nonsufficient Funds (“NSF”) check fee, and uncollected escrow shortage.  Below is a breakdown of these fees for your ease of reference.
Late Fees:                                     �...⇄ $131.60
ACH/NSF Fee                                      �...⇄ $  15.00
Uncollected Escrow Shortage:                       $  19.73
Total:                                     ...⇄ $166.33
On November 10, 2015, you called CMS and during this call you indicated that your loan should be due for the December 1, 2015 payment and not November 1, 2015, as you had paid the November 1, 2015 payment on October 15, 2015.  In addition, you expressed concerns with the payment information reflected on your CMS website online account, which showed seventeen (17) payment transactions your loan dated November 3, 2015.  The CMS Representative informed you that the payment transactions were part of a reversal for your October 1, 2014 payment which had not been paid by your bank.  You requested to speak to a supervisor, and the CMS Representative placed the call on hold to seek an available Supervisor.  Regrettably, when she returned to the line, the call disconnected. 
Subsequently, on December 4, 2015, you spoke to CMS Supervisor [redacted], and during this call you expressed your concerns with the November 3, 2015 payment reversals, and also indicated that you had received poor customer service by CMS.  Mr. [redacted] explained about the October 1, 2014 payment in the amount of $1,271.44 had been reversed because your prior servicer (“[redacted]”) had notified CMS that this payment had not been paid by your bank.  You indicated that CMS did not provide you with any notification regarding the reversal and you also expressed concerns that a reversal for a payment made over a year ago would just now be addressed by CMS.  Mr. [redacted] apologized to you for the inconvenience you have experienced in this matter. Mr. [redacted] also encouraged you to send CMS any proof such as banking information that showed the aforementioned payment had cleared your bank so that CMS could research further and respond appropriately. 
On December 8, 2015, I had the pleasure of speaking with you, and during this call I informed you that I was in the process of completing my review and investigation of this matter, and would be providing you with a written response within the next couple of days.  In addition, I explained that I was waiting for some pertinent information from your prior servicer regarding the October 1, 2014 payment.  You expressed the same concerns that you previously mentioned to Mr. [redacted], and I expressed my sincere apologies that your recent CMS customer service experience had not been to your satisfaction.  I thanked you for your feedback, and assured you that our CMS Customer Service Management team would address accordingly.  You mentioned that you did not believe that the aforementioned payment had been returned by your bank unpaid.  I encouraged you to send CMS proof from your bank that supported this claim and I would insure immediate review and resolution.  However, you indicated that you did not have the banking information for that period in time, and could not obtain any information from the banking institution, as you had closed that particular bank account and no longer had access to that bank account information.      
Based on the foregoing, we conclude that during the time that your loan was showing that the contractual due date was current, and also after the reversal of the NSF payment of October 2014, CMS serviced your loan in accordance with the terms and conditions of your Note, and in compliance with applicable policies and procedures for this USDA insured loan.  Nevertheless, we acknowledge that CMS missed opportunities to provide you with a timely notification of the payment reversal on your loan, and also to provide you the opportunity to discuss your concerns with a CMS Supervisor when you called on November 10, 2015.  We would like to take this opportunity to once again express our sincere apologies for the inconvenience that you may have experienced, and also to thank you for bringing this matter to CMS’s attention.  CMS is always looking for ways to improve service levels and your feedback is important us. 
Solely as an expression of our commitment to the highest standards of customer satisfaction, CMS has agreed to waive your late fees in the amount of $131.60.  As of the date of this letter, your loan is due for your December 1, 2015 payment.  Lastly, please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.
Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC:  Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC [redacted].
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

August 4, 2016
[redacted]
[redacted]
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted], [redacted]
Complaint I.D. No.: [redacted]

Dear Ms. [redacted]:
The Customer Advocate Department of Carrington...

Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 21, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you state that after the service transfer of your loan to CMS on July 1, 2016, you made a payment to your prior loan servicer and that payment was subsequently forwarded to CMS and applied to your loan on July 12, 2016. You express dissatisfaction that when you contacted CMS on July 6, 2016 you were told to hold off on mailing information to CMS until your loan boarded into CMS’s loan servicing system. You also dispute that your loan was due for three mortgage payments at the time of the service transfer. Your complaint goes on to express dissatisfaction with the communication and level of customer service you received from CMS. Finally, you raise concern with the number of letters CMS issued to you providing you with the status of your loan and information regarding the availability of mortgage assistance programs.
At the outset, please note that the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on July 1, 2016. On July 11, 2016, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. Please note that while your prior loan servicer was required to notify you in advance of the service transfer, the Real Estate Settlement Procedures Act (“RESPA”) requires CMS to issue a Hello letter to you within fifteen days of the service transfer. In light of the above, CMS respectfully submits that the above referenced Hello Letter was sent to you within the timeframe required under applicable law.
Please be advised that CMS is unable to comment on the claims you have raised against your prior loan servicer. Accordingly, CMS encourages you to contact your prior loan servicer for any questions or concerns you may have relating to the servicing of your loan prior to July 1, 2016. As outlined within the above referenced Hello Letter, your prior loan servicer’s Customer Service Department can be contacted at [redacted].
It is important to note that, while CMS began servicing your loan as of July 1, 2016, RESPA guidelines at 12 USC § 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition. In order to comply with RESPA guidelines, CMS suppresses the reporting of loan and payment information for a period of sixty days following the service transfer of your loan to CMS. Accordingly, CMS respectfully submits that CMS has not reported any derogatory loan or payment information to the credit bureaus at this time.
CMS is able to confirm that it is not uncommon for there to be a slight delay in the receipt and subsequent uploading of loan information to the acquiring loan servicer’s system of record. To that end, your loan was not boarded into CMS’s loan servicing system until July 11, 2016. Because of this slight but reasonable delay, CMS would have been unable to access your loan records until that date. CMS respectfully submits that should you have spoken to CMS on July 6, 2016, it was reasonable for CMS to encourage you to hold off sending information to CMS until the time that your loan was boarded within its loan servicing system and until you were notified of your new loan number.
At the time of the service transfer, your loan was contractually in default and showing due for the May 1, 2016 mortgage payment in the amount of $1,837.66. This payment was made up of principal and interest in the amount of $1,333.12 and a monthly escrow collection in the amount of $504.54. CMS is able to confirm that your loan was acquired with a principal balance in the amount of $231,129.96, an escrow account deficit in the amount of $295.91, a total late charge balance due of $147.00, and an outstanding corporate advance balance in the amount of $6.06. Please be advised that although there were funds in the amount of $962.06 being held in an unapplied status at the time of the service transfer, your May 1, 2016 mortgage payment was due in the amount of $1,837.66. Because your full May 1, 2016 contractual mortgage payment was not satisfied, your loan was in fact due for three payments at the time of the service transfer.
On July 11, 2016, CMS issued you a Servicemembers Civil Relief Act (“SCRA”) Notice Disclosure that notified you of any rights you may have under the SCRA. On June 12, 2016, CMS received funds from you in the amount of $2,050.66 which were applied to your May 1, 2016 mortgage payment in the amount of $1,837.66 with the remaining $213.00 being placed in an unapplied status until the time that CMS was in receipt of additional funds required to satisfy the next contractual payment due. After the application of this payment, your loan was due for the June 1, 2016 mortgage payment with an unapplied funds balance in the amount of $1,175.06.
On July 13, 2016, CMS issued a delinquency notice to you via certified mail as required under FHA loan servicing guidelines. The delinquency notice explained that CMS was not in receipt of your June 1, 2016 mortgage payment and that if CMS was not in receipt of the past due payments on or before August 12, 2016, you risked the property being referred to foreclosure. As you may recall, the notice requested you to allow CMS to help you prevent the situation from becoming more serious and encouraged you to call CMS at your earliest convenience.
On July 13, 2016, CMS was still not in receipt of your June 1, 2016 mortgage payment and although CMS made multiple attempts to contact you via telephone, CMS received no contact from you at this time. In an attempt to assist you in retaining ownership of the property, CMS issued you a solicitation notice informing you of the availability of various no-cost loss mitigation programs that were designed to assist borrowers seeking to avoid losing a home to foreclosure. CMS apologizes if you are dissatisfied that these letters were sent to you, as CMS’s intent has been solely to comply with applicable loan servicing guidelines, to attempt to make arrangements to resolve the account delinquency, and to transmit accurate information regarding the consequences of any failure to do so.
Our records show that on July 19, 2016, you contacted CMS and explained that you recently returned from being out of town, and that you were in receipt of the above referenced SCRA Notice Disclosure. Contrary to your claims that you were told that your loan was ninety days delinquent during that phone call, CMS has confirmed that the CMS representative clearly informed you that your loan was showing due for the June 1, 2016 and July 1, 2016 mortgage payments less the unapplied funds balance in the amount of $1,175.06. You then explained that you sent a payment in the amount of $2,050.66 to your prior loan servicer and acknowledged that CMS applied that payment to your loan on July 12, 2016.
When the CMS representative provided you with the amount due, you responded that CMS could not legally hold you accountable for the delinquent payments as you had received no mortgage statement or Hello Letter from CMS at that time. In response, the CMS representative notified you that a mortgage statement was sent to you by CMS on July 12, 2015, a copy of which is included here for your ease of reference. When you were asked what caused you to fall behind on your mortgage payments, you explained that you do not work during the summer months.
In response to your claim that the CMS representative was inappropriate or rude to you during this phone conversation, CMS is unable to locate any evidence to support your claim. In fact, after listing to the complete phone call recording, CMS is satisfied that the CMS representative that spoke with you remained professional throughout the duration of the phone call and that there was no inappropriate or otherwise unprofessional communication with you whatsoever. Regardless, CMS sincerely apologizes if you were dissatisfied with the level of customer service you received from CMS or if CMS’s attempt to resolve the loan delinquency offended you in any way.
As of the date of this letter, your loan remains contractually delinquent and showing due for the June 1, 2016 and subsequent mortgage payments. Attached for your ease of reference is a copy of your loan payment history along with a copy of the loan servicing system payment codes and definitions. CMS would like to take this opportunity to remind you that if you are experiencing financial difficulty in paying the above referenced monthly contractual payment, we encourage him to apply for mortgage assistance with CMS. You may visit CMS’s publicly-available website online at [redacted] to learn more about the program options and to upload the required documents electronically. Your complete mortgage assistance application package may be sent to CMS via email at M[redacted] or via fax at [redacted].
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 that CMS has properly notified you of the service transfer as required under RESPA guidelines, and that CMS has properly accounted for, and properly applied all payments received from you to your loan. It is also clear that CMS representatives have not been rude or otherwise inappropriate to you in any way and that CMS has properly notified you of the delinquent status of your loan. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

August 6, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Dear Mr....

[redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) regarding the above referenced loan received in our office via email on July 14, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you allege that you recently made a payment in the amount of $600.00 towards your unpaid principal balance and that CMS incorrectly applied your payment towards your July 1, 2015 payment. Additionally, you state that you called CMS and that the CMS representative informed you not to send additional payments towards your principal balance to our payment processing center. Consequently, you want CMS to apply your $600.00 payment towards your principal balance, confirm all payments received and processed, and to be provided with the correct mailing address for additional payments towards your principal balance.
At the outset, please note that the servicing of your loan was transferred from [redacted] (“[redacted]”) to CMS on or about December 3, 2013. At the time of the service transfer your loan was contractually current and due for the December 3, 2013 payment.
On July 9, 2015 our records indicate that you called CMS to inquire about your $600.00 payment towards your principal balance. During this phone conversation, the CMS representative explained that your payment was applied to the July 1, 2015 payment and that he would enter a request to have your payment corrected and applied towards your principal balance. Additionally, the representative also advised you that if you wanted to add your wife as an authorized party on the account then you would need to send a letter of authorization via fax to (800) 486-5134. Your letter of authorization needs to include your account number, your wife’s name and contact number, a password that your wife needs to provide when she calls our office, and your signature and date.
Contrary to your allegations that the representative told you not to send additional payments towards your principal balance, the representative instead advised you that CMS now offers the option to make additional payments to your principal balance and escrow through your CMS online account.
Moreover, for a complete list of all available payment options and applicable fees (if any), CMS encourages you to visit our website at https://carringtonms.com. Furthermore, if you would like to continue to mail your regular monthly payments please send them directly to Carrington Mortgage Services, LLC, [redacted]. If you would like to mail additional payments towards your principal balance or escrow, please send them directly to Carrington Mortgage Services, LLC, [redacted].
Thereafter, On August 3, 2015 our records indicate that you called the Customer Advocate Department of CMS and that I personally spoke with you. During our phone conversation you asked for an update on the status of your complaint. I proceeded to advise you that our office was in the process of reviewing your inquiry and that a written response would be provided to you no later than August 7, 2015. Additionally, I confirmed that I would get in contact with our Cashiering Department to have your $600.00 payment reversed and applied towards your principal balance. You acknowledged my explanation and we ended the phone call.
Immediately after our phone call, I contacted our Cashiering Department to have your $600.00 payment applied towards your principal balance. On this same date, I received confirmation that your $600.00 payment was corrected and applied to your principal balance as you originally intended. CMS sincerely apologizes for this inadvertent error and for any inconveniences you may have experienced.
As of the date of this letter, our records indicate receipt of your most recent payment on August 4, 2015 in the amount of $614.16 and applied to your August 1, 2015 payment. Please note that your loan is contractually current and next due for the September 1, 2015 payment in the amount of $616.77. For your reference, attached hereto as Exhibit “A” please find a copy of your August 4, 2015 bill pay check and a twenty-four (24) month payment history along with the transaction codes and definitions. As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late charge. In other words, your mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the month.
Also, if you would like to view your recent payment activity, download a copy of your most recent billing statement, or make a payment, CMS encourages you to log in to your online account by visiting https://carringtonms.com. Please note that by accessing your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mail.
As always, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted]. Lastly, if you wish to learn more about the additional services available at CMS please visit our website at [redacted] to obtain that information.
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].