Carrington Mortgage Services LLC

October 6, 2017 Original Sent via U.S. Mail  [redacted]             RE:      Loan...

No.:                    [redacted]                        Complaint No.:           [redacted]                        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 (“Revdex.com”) received in our office via email on September 15, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry. As we understand your complaint, you allege that your loan was previously serviced by [redacted], N.A. (“[redacted]”) and that your loan was service transferred to CMS. You express dissatisfaction with the fact that you have not received a monthly statement from CMS as of September 1, 2017. Additionally, you express dissatisfaction with the payment convenience fees that CMS assesses in conjunction with some of the payment methods available to its customers. You also state that you received conflicting information regarding payment convenience fees from the CMS “Welcome Letter” and from a CMS representative. You further express dissatisfaction with the fact that you attempted to contact CMS’s Customer Service Department on September 14, 2017 and that you were unable to reach any representative during the CMS stated hours of operation for the Customer Service Department. At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about August 16, 2017. At the time of the service transfer, the loan was due for the August 1, 2017 mortgage payment. As you may already know, servicing rights arise at the time the loan is originated, but such rights are commonly bought and sold in the marketplace. Consequently, we respectfully submit that CMS acquired the servicing rights to the loan legally and in compliance with all applicable laws. In connection with the service transfer, please be advised that [redacted] sent you a Notice of Servicing Transfer (“Goodbye Letter”) on July 26, 2017. The Goodbye Letter was sent to your home address. For your reference and review, a copy of the Goodbye Letter is attached hereto as Exhibit “A”. Please note that [redacted] sent you the Goodbye Letter prior to the effective date of service transfer and properly notified you that CMS would be your new servicer effective August 16, 2017. In regards to your stated concerns with the service transfer from [redacted] to CMS, CMS records show that on July 31, 2017, you contacted CMS by telephone requesting information from the CMS representative regarding your account. The CMS representative informed you that your loan was not being displayed in CMS’s loan servicing system. You informed the CMS representative that the service transfer was scheduled to take effect on August 16, 2017. The CMS Customer Service representative informed you that the actual process of completing a service transfer does take some time, but also assured you that you would not face any negative consequences as a result of the service transfer due to protections provided by the Real Estate Settlement Procedures Act (“RESPA”) during the first sixty (60) days following a service transfer. During this call you requested the location of a local branch in Seattle, WA, so that you could make your payments in person, as you had been doing with BofA. The Customer Service representative informed you that there was no local branch to make your monthly mortgage payment, but that your payment could be submitted via check through the mail, AutoPay from your bank account, bill pay through your personal bank, online payment, telephonic payment, or [redacted] services. You then asked the representative if there was a fee associated with submitting a payment online. The CMS representative correctly informed you that there was a $5.00 fee associated with an online payment, a $10.00 fee associated with an automated pay-by-phone payment, and a $20.00 fee associated with a telephonic payment made to a live representative. You then asked if there were any free payment options, and the CMS representative correctly informed you that the free options that were available to you were to mail a personal check or a bill pay check using your bank’s bill pay service to CMS or to enroll in [redacted] which allows CMS to directly withdraw your monthly mortgage payments from your personal bank account. You then expressed your dissatisfaction with the fee amounts and the free payment methods and indicated that you intended to refinance your loan and ended the phone conversation.  Thereafter, on August 22, 2017, CMS sent you a Notice of Servicing Transfer (“Hello Letter”). The Hello Letter was also sent to your home address. For your reference and review, a copy of the Hello Letter is attached hereto as Exhibit “B”. The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage loan payments effective August 16, 2017 and to advise you that your prior servicer, BofA, would no longer accept payments received from you after August 15, 2017.  Additionally, the Hello Letter made you aware that, pursuant to RESPA, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transfer. Also included in the Hello Letter was your new CMS account number, the address to submit your monthly mortgage payments, and the address and 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, instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website.  We would like to take this opportunity to note that on page five (5) of the Hello Letter, two (2) methods of payments are listed that are available to you without a fee. The first option listed is to enroll in CMS’s AutoPay option. The second option listed is to pay by check via mail, and this option supplies you with the address for payment submission. Page six (6) of the Hello Letter lists two different payment options and discloses the convenience fee associated with using those payment submission options. The first option listed is an online payment and discloses a $5.00 fee. The second option listed is an automated pay-by-phone payment and discloses a $10.00 fee. Not disclosed in this letter is the live representative phone payment fee that you were informed of in your previous phone conversation with the CMS representative, which is $20.00.  On August 23, 2017, CMS’s records indicate that you again called CMS and spoke with a CMS representative. During this call, you stated that you had not received any documentation from CMS. The CMS representative informed you that your loan had recently boarded into CMS’s loan servicing system and that you should be receiving a “Hello Letter” from CMS shortly. You then asked when you could expect to receive a monthly mortgage statement from CMS and the representative informed you that your statement would not be coming until the following month as CMS had just received the service transfer of your loan on August 16, 2017. Furthermore, you also asked when your payment would be considered late because you stated that with [redacted] you did not make your payment until the fifteenth (15th) day of the month. The CMS representative correctly informed you that your payment was due on the first (1st) of each month, but that you could make a payment on or before the sixteenth (16th) day of the month in which the payment was due in order to avoid a late fee.  Also during this conversation, you again asked if you could make your monthly mortgage payment by going to a local branch. The CMS representative again correctly informed you that CMS does not have a local branch that accepts mortgage payments, and then gave you several different payment options and the fees associated with those options. The representative informed you that you could make a payment through your bank’s bill pay service or you could sign up for CMS’s AutoPay option. You were also again advised, correctly, that you could make a payment online for a $5.00 fee, make an automated pay-by-phone payment for a $10.00 fee, or you could speak with a CMS representative and make a payment for a $20.00 fee. You then asked what payment options were available to you at no cost, and the representative correctly informed you that you could send a personal check or use your bank’s bill pay service to mail your payments to CMS, or you could enroll for CMS’s AutoPay option, neither of which methods result in a fee. The representative even informed you that if you did use your bank’s bill pay service, that you should schedule the payment a day in advance to ensure that the payment was received by CMS prior to the sixteenth (16th) day of the month in which the payment was due in order to avoid a late fee. You then asked what would occur if you used CMS’s AutoPay option and the representative informed you that the AutoPay option is a same day transaction. In other words, the day that you elect to have your monthly mortgage payment withdrawn from your bank account is typically the same day that CMS receives and applies your payment to your account. You then indicated that you were satisfied with the information you received and the phone conversation was ended. On September 13, 2017, CMS generated a monthly mortgage statement for your account that was mailed to your attention at your home address. For your reference and review, a copy of the monthly mortgage statement dated September 13, 2017 is attached hereto as Exhibit “C”. Thereafter, on September 15, 2017, CMS received an initial call from you that was answered by a CMS Customer Service representative. You began the call by claiming that you had not yet received a monthly mortgage statement from CMS. You also claimed that while attempting to make a payment earlier on the same day via CMS’s automated pay-by-phone system you had received a quote of two different payment due figures that differed by $9.05. You expressed further dissatisfaction with the fact that you had attempted to call the previous day, but you were unable to reach any CMS representative and instead received an automated message that the CMS offices were closed during regular business hours. The CMS representative correctly informed you that CMS had held a companywide telephonic meeting the day before, which may have been the reason why you received that automated message. The representative then stated that she would transfer you to a CMS supervisor to assist you with your issues involving your account. You then stated that you did not want the call to be dropped and you requested that the CMS representative stay on the line with you until the phone call transfer was complete, which the CMS representative did pursuant to your request. Upon being transferred to the CMS supervisor, you reiterated the issue that you were having with being quoted two different payment amounts while attempting to submit your payment. The CMS supervisor reviewed your account and informed you that your regular monthly mortgage payment was $2,076.65 and that the payment you submitted on August 22, 2017 in the amount of $2,067.60, was $9.05 short of making a complete payment. In order to satisfy a full monthly mortgage payment, CMS shorted your escrow account in the amount of $9.05 which would become due with your next monthly mortgage payment.  The CMS supervisor then explained to you that when you made a telephonic payment earlier that day, on September 15, 2017, in order to satisfy your escrow shortage from the prior payment processed on August 22, 2017, an additional $9.05 was collected during your payment transaction. Again, please note that the $9.05 at issue was not a fee imposed by CMS or a miscalculation, but rather represented an amount owed toward your escrow account due to the fact that your prior payment was short. Additionally, as part of the September 15, 2017 payment transaction, you were assessed a $10.00 pay-by-phone payment convenience fee which you satisfied that same day. For your review and reference attached hereto as Exhibit “D” is your CMS payment history along with mortgage codes and definitions. Towards the end of the call, you indicated that you had some recollection with regard to the escrow shortage from the August 22, 2017 mortgage payment and were ultimately satisfied with the explanation you had received from the CMS supervisor.  As this telephone call continued, you also requested information regarding your monthly mortgage statements, and the CMS supervisor explained to you that CMS would provide you with a monthly mortgage statement and that a monthly mortgage statement should be generated for you shortly. You also requested further information regarding submitting payments via your bank’s bill pay service and the CMS supervisor explained CMS’s procedures for accepting bill pay payments.  Thereafter, you informed the CMS supervisor regarding your attempt to contact CMS’s Customer Service Department on September 14, 2017, and the automated message you received notifying you that CMS’s offices were closed. The CMS supervisor confirmed that there had been a companywide telephonic meeting the prior day during the time that you called, which was why you were unable to reach a CMS representative at that time. This phone conversation ended with you confirming with the CMS supervisor that your payment was made earlier that day and that you would wait for your monthly mortgage statement. As of the date of this letter, your account is due for the October 1, 2017 mortgage payment.  Your monthly mortgage payment due for October 1, 2017 is $2,076.65 and is comprised of $1,640.91 principal and interest and $435.74 in escrow.  Please note that pursuant to Consumer Financial Protection Bureau guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty (60) days after receipt of a qualified written request and/or a Notice of Error. In closing, CMS would like to take this opportunity to welcome you as a valued customer, and looks forward to providing you with excellent customer service the entire time your loan is being serviced by CMS. Based on the foregoing investigation and review of your account, we respectfully submit that we have addressed all of your concerns and have not located any errors in regards to the servicing of your account. Furthermore, all recordings of telephone calls between you and CMS’s representatives have confirmed that CMS’s fees associated with payment submission were correctly disclosed to you as referenced in this response. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at ###-###-####, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O. Box 5001, Westfield, IN 46074 or fax your correspondence to ###-###-####.       [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 ###-###-####, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.  Sincerely,    [redacted] J. [redacted]Customer Advocate CC:      Revdex.com  Important Disclosures -VERBAL INQUIRIES & COMPLAINTS-For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at ###-###-#### between 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.  -IMPORTANT BANKRUPTCY NOTICE-If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.  -CREDIT REPORTING-We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.  -MINI MIRANDA-This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.  -HUD COUNSELOR INFORMATION-If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at ###-###-#### or toll-free TDD ###-###-####, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.  -EQUAL CREDIT OPPORTUNITY ACT NOTICE-The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.  -SCRA Disclosure-MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at ###-###-####.   -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)-Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to ###-###-####, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.O. Box 5001, Westfield, IN  46074.  Please include your loan number on all pages of the correspondence.   You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at ###-###-####, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time. You may also visit our website at https://carringtonms.com/.

February 9, 2016
[redacted]
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

Dear Mr. [redacted]:
The Customer Advocate Department of...

Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on January 29, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand the complaint, you state that you filed for protection under a Chapter 7 Bankruptcy which included the above referenced loan secured by the subject property. You claim that CMS somehow prevented you from selling the property and that after it was too late to sell the property, you discovered that CMS provided you with certain incorrect information. The settlement you desire is for CMS to pay you $25,000.00 which represents the profit you believe you would have received from the sale of the property. You are also requesting CMS to remove any foreclosure reporting made to your credit profile and replace such reporting with information indicating that your loan was in bankruptcy.
As a preliminary matter, CMS has confirmed that you filed for protection under a Chapter 7 Bankruptcy, case number [redacted] on March 2, 2015. On June 11, 2015 the courts granted your request to discharge all secured and unsecured debts listed on your original petition. As you did not reaffirm the debt prior to obtaining the discharge, you were no longer personally liable to repay the discharged debt; however, the discharge did not extinguish the lien on the subject property. As such, this letter is not an attempt to collect a debt from you but merely provides you with informational notice regarding the status of the loan.
Our records show that you applied for this United States Department of Veterans Affairs (“VA”) fixed rate mortgage loan during a telephone call with a representative of [redacted]. That interview resulted in the origination of this VA loan in the amount of $178,400.00 on July 29, 2014 by CMS’s Mortgage Lending Division. The first payment under your newly originated loan became due on September 1, 2014. Our records show that CMS only received two mortgage payments from you before you defaulted on the November 1, 2014 mortgage payment.
On December 31, 2014, CMS issued you the attached Notice of Intent to Foreclose (“NOI”). The NOI explained that your loan was in default for the nonpayment of the November 1, 2014 mortgage payment and provided $2,266.56 as the amount required to cure the delinquency. This letter also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the property.

Due to the ongoing delinquency, the subject loan was reviewed and approved for foreclosure effective February 25, 2015. The loan was contractually delinquent and due for the November 1, 2014 payment at the time of the foreclosure referral. Because your loan was in fact referred to foreclosure, CMS began reporting such derogatory but nevertheless accurate loan information to your credit profile. Currently, your loan remains in an active foreclosure process.
As outlined above, you filed for protection under a Chapter 7 Bankruptcy, case number [redacted] on March 2, 2015. Resultantly, CMS also began reporting bankruptcy information to your credit profile. CMS is able to confirm that CMS last reported loan and payment information to your credit profile on January 11, 2016. Please be advised that a review of the information reported on January 11, 2016 shows that CMS has in fact reported that this debt was discharged through a Chapter 7 Bankruptcy by reporting a Consumer Information Indicator code of “E” which is defined as “Discharged through Bankruptcy Chapter 7”.
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.
That being said, if you wish to dispute any information contained within your credit report, CMS encourages you to contact the respective credit reporting agency for any further questions or concerns you may have. It is also important to 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 Notice of Error. Currently, CMS is scheduled to resume reporting loan and payment information to your credit profile on about April 10, 2016.
In regard to your statement that CMS has somehow prevented you from selling the property, we find this allegation to be vague, ambiguous and unintelligible. From the limited information you have provided within your complaint, CMS cannot discern when, or what specific CMS representative you believe may have provided you with such information as CMS is unable to locate a single piece of evidence to support this unsubstantiated claim. Consequently, CMS cannot fully respond to this claim without further clarification and information from you.
Moreover, CMS is somewhat confused by your allegation as CMS would not be in a position to approve or otherwise prevent you in any way from completing an equitable sale of the property. Please be advised that CMS’s only involvement in an equitable sale of the property would be to provide you with a payoff statement upon receiving a written payoff request directly from you or from an authorized third party. After a thorough review of our records, CMS is unable to locate any instance where you have requested a payoff statement from CMS.
Based on the foregoing, we believe the record is clear that CMS has properly reported loan and payment information to your credit profile. It is also clear that CMS has not prevented you from completing an equitable sale of the subject property at any time. Consequently, CMS respectfully declines your request to pay $25,000.00 to reimburse you for what you believe would have been the profit due to you after the sale of the subject property. Notwithstanding the above, CMS sincerely apologizes for any miscommunication that you may have understood as a suggestion that CMS could or would prevent you from selling your property.
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 Research Department, [redacted] or fax your correspondence to [redacted].
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-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.
-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.
-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.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You 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].
COLORADO:
For Colorado Residents:
[redacted]
[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 belowYeah, no still not acceptable. Please stop repeating everything I previously inquired about and throwing statement information out there. I can read and already stated that I knew about the "cushion" so you are giving me no new information. You can show calculations all you want, how are we going to have a shortage when there is approx. $1,000 sitting in our escrow right now?  Of course, you failed to give that information. Furthermore, why would we continue to make payments on a property that was discharged?  You also failed, to address one of my main questions and concerns regarding why your 1st joke of a response stated that CMS was involved with our loan years ago?  First time I heard of your nightmare of a company was June of this year when Bank of America sent us a letter stating our loan had been sold to CMS. Either address my legitimate concerns efficiently and stop giving these half assed condescending responses or don't reply at all.  We were treated terribly by being given wrong information, no information, and greeted with incompetence since trying Everything we could to understand what was going on with our loan and to keep it in good standing. I will continue to pursue this until I have all the answers we need.  
Regards,
[redacted]

June 15, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Primary Borrower: [redacted]
Secondary Borrower: [redacted]...


Property Address: [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”) regarding the above- referenced loan received in our office via e-mail on May 20, 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 paid your April 1, 2015 payment and that CMS never applied it to your loan. You go on to say that you faxed and mailed documentation confirming you had paid your April 1, 2015 payment and have not received a response from CMS. Consequently, your desired resolution is for CMS to credit your April 1, 2015 payment, to remove any negative credit reporting submitted to the credit bureaus, and to waive all late fees assessed on your account.
At the outset, please note that the servicing of your loan was transferred from [redacted] (“[redacted]”) to CMS on or about November 4, 2014. At the time of the service transfer your loan was contractually current and next due for the November 1, 2014 payment.
As a preliminary matter, our Customer Service Research Department (“CSRD”) responded to your inquiry on June 4, 2015 and confirmed that your April 1, 2015 payment had been applied to your account in the amount of $731.00. Moreover, CSRD also confirmed that any prior delinquency that may have been reported to the credit bureaus for the April 1, 2015 payment was deleted.
Based on a review of your loan, CMS received your April 1, 2015 payment in the amount of $731.00 on April 17, 2015 and inadvertently posted your payment to an incorrect account. This inadvertent mistake resulted in CMS not having any record of your April 1, 2015 payment. Resultantly, that is the reason why you received the No Payment Letter dated April 17, 2015, the Delinquency Notice dated April 26, 2015, and the Notice of Intent to Foreclose dated May 6, 2015. CMS sincerely apologizes for this inadvertent mistake and for any inconveniences we may have caused.
To clarify, please note that the No Payment Letter, the Delinquency Notice, and the Notice of Intent to Foreclose were all automatically generated because your April 1, 2015 payment had not posted to your account. In this particular instance, all three (3) notices were sent prior to CMS applying your April 1, 2015 payment to your account.
That said, please note that CMS still did not receive your April 1, 2015 payment until April 17, 2015. Although CMS did post your payment to an incorrect account, that does not change the fact that our office didn’t receive your payment until April 17, 2015. For your reference, attached hereto as Exhibit “A”, is a copy of your bill pay check (reference number [redacted]). As you are aware, your Mortgage 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. For that reason, CMS did assess a late fee for your April 1, 2015 payment in the amount of $17.08. Nevertheless, and solely as an expression of our commitment to the highest standards of customer satisfaction, CMS is currently in the process of waiving the late fee assessed on your account for the April 1, 2015 payment as a one-time courtesy.
Moreover, please note that CMS paid your county taxes on December 23, 2014 in the amount of $927.95. Additionally, CMS advanced the county tax penalty fee of $66.28 and has charged your prior servicer for that amount since they failed to pay your county taxes before the service transfer. In other words, only $927.95 was disbursed from your escrow account and the penalty fee was charged to the prior servicer.
As a reminder, 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.
In closing, we are happy to confirm that CMS is not pursuing any foreclosure action against your property. Once again, the No Payment Letter dated April 17, 2015, the Delinquency Notice dated April 26, 2015, and the Notice of Intent to Foreclose dated May 6, 2016 were all sent in error and prior to CMS applying your April 1, 2015 payment to your account. Additionally, please know that CMS is not a company that will engage in any type of predatory practice. Contrary to that notion, our company will address and rectify any error(s) that we may commit and will do the utmost to assist any borrower 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 https://carringtonms.com 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 1-888-267-5474.
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

[redacted] RE: Loan No.:   [redacted]Case No.:        [redacted]Primary Borrower:   [redacted]Property Address:    [redacted] Dear Ms. [redacted]:The Customer Advocate Department...

of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com ("Revdex.com") regarding the abovereferenced loan and received in our office via email on April 7, 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 your inquiry. As we understand the complaint, you allege that you called CMS's customer service departmenton April 6, 2015 and you were advised by [redacted] that she was unable to tell you anything aboutyour loan other than the loan number. You also state that you were assured by [redacted]that the transition to CMS would be transparent and that you would be able to call CMS and getinformation about your loan. At the outset, please note that the servicing of your loan was transferred from [redacted]to CMS on April 2, 2015. Although the transfer occurred on April 2nd, the data transfer did nottake place until April 8, 2015. Please note that while CMS began servicing the loan on April 2,2015, the Real Estate Settlement Procedures Act ("RESPA") at 12 USC 2605(d) prevents CMSfrom treating any payment as late for any purposes until the expiration of sixty days after theeffective date of the servicing acquisition. This sixty day period is specifically intended to allowthe acquiring servicer the necessary time to receive the acquisition file from the prior servicerand to ensure the records of the acquiring servicer reflect the correct loan information. Includedin that process are the reviews and complete post-transfer diligence and escrow analysis that aredue within sixty days of the acquired date. On April 6, 2015, CMS sent you a Notice of Service Transfer Letter which provided you withthe CMS loan number, payment option information as well as the CMS toll free telephonenumber. On April 9, 2015, CMS sent you a Notice of Sale of Ownership of Mortgage Loanadvising you that CMS is the new creditor on your loan as well. At the time of the servicetransfer, your loan was contractually current and next due for the May 1, 2015 payment.On April 8, 2015, you called in to request that a new escrow analysis be performed on your loanas you were concerned that you did not see your escrow balance on the CMS website. As statedabove and per RESPA guidelines, a new escrow analysis will be performed within sixty days ofthe acquired date. Therefore, as a result of my investigation, it is my belief that CMS attempted to provide you withthe best customer service and assist you each and every time you called our office. Lastly, pleaseremember that CMS remains committed to the highest standards of customer satisfaction andwill continue to do the utmost to assist any customer with a complaint. We trust that this communication addresses all of the concerns noted in your complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, from 8:00AM to 5:00PM, Pacific Time. [redacted]Customer AdvocateCC: Revdex.com

October 6, 2015
[redacted]
[redacted]
[redacted], [redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Property Address: [redacted], [redacted], [redacted]

Dear Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on September 28, 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 you are already aware, the Customer Advocate Department originally received your inquiry filed with the Revdex.com via email on September 3, 2015. We note that your initial inquiry raises the exact same issues as your current inquiry. Accordingly, CMS researched the issues raised and responded on September 22, 2015.
In our response, we addressed that the payment of the insurance premium of $706.00 on April 9, 2015 contributed to the anticipated shortfall in the escrow account of $605.25 along with the one sixth (1/6th) or two month’s escrow payment in your escrow account of $305.74. Based on the anticipated shortfall of -$605.25 in addition to the required escrow cushion of $305.74, the projected shortage of -$955.99 is accurate.
After a thorough review of the rebuttal submitted, CMS is unable to identify any new issues that have not already been specifically addressed in our prior response. For your ease of reference, attached hereto is a copy of the September 22, 2015 response for your review.
We also note that you recently spoke with our Customer Service Department on September 22, 2015 and requested to spread the escrow shortage over twenty four (24) months.
On September 23, 2015, your loan was re-analyzed reflecting a required escrow cushion of $305.74, one sixth (1/6th) or two months escrow payments along with an anticipated shortfall of
-$497.38. The two amounts are added together, providing the anticipated escrow shortage of
-$803.12. This amount has been divided over twenty four (24) months adding an additional $33.46 to your required monthly escrow payment of $152.87 for a total escrow payment of $186.33. For your ease of reference we have included a copy of the most recent analysis for your review.
In closing, CMS respectfully disagrees with your allegation that your escrow payment has increased over $100.00. Based on our review of your escrow account, the total escrow payment at the time of transfer was $156.94. In reviewing the analysis completed on August 25, 2015, the total escrow payment increased by $58.54 as the total escrow payment was $232.53. A review of the most recent analysis completed on September 23, 2015 indicates the total escrow payment increased by $17.05 as the total escrow payment is now $186.33.
We trust this communication addresses all of the concerns noted in your complaint. If you have further questions, please contact the undersigned at [redacted], Monday through Friday from 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 [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].

NORTH CAROLINA:
Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No. 102107 & 103455 and North Carolina Secure and Fair Enforcement Mortgage Licensing Act. [redacted].

RE:                     Complaint ID:             [redacted]               Loan...

No.:                    [redacted]                           Property Address:       [redacted]                         Dear Mr. and Mrs. [redacted], The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 4, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in your inquiry. As we understand your complaint, you allege CMS has miscalculated the proper cushion being collected for your escrow account. You further allege CMS has called you several times to solicit you for a refinance, but has provided you with inconsistent and incorrect information regarding your existing loan. You go on to state that CMS is not the original lender and does not have the right to change the terms of your loan. Lastly, you claim that your mortgage payment is higher than you expected and your mortgage payment continues to increase.  At the outset, please note that the servicing rights to your loan were transferred from [redacted] (“[redacted]”) to CMS on April 2, 2015.  On April 6, 2015, CMS issued the attached Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer to CMS.  At the time of the service transfer, your loan was contractually current and showing due for the May 1, 2015 mortgage payment. As a preliminary matter, 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.  It is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 5% and your monthly principal and interest payment of $613.51 also remains unchanged. It is also important to note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent the escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds. Specifically, as you correctly noted in your complaint, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over a twelve month period, unless state law allows for a lesser amount. Additionally, when an escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amount. If you want to have a better understanding of RESPA, escrow accounts, and yours rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted]D. That said, on May 20, 2015 CMS analyzed your escrow account and sent you the attached Annual Escrow Account Disclosure Statement (“AEADS”). The purpose of the May 20, 2015 AEADS was to advise you of the projected escrow activity for your escrow cycle beginning July 1, 2015 and ending June 30, 2016.  More specifically, the AEADS projected your yearly county taxes would be $1,333.46 and the yearly homeowner’s insurance premium would be $968.00. The total disbursements for the escrow cycle beginning July 1, 2015 and ending June 30, 2016 were calculated to be $2,301.46, which if spread over a twelve month period is equal to approximately $191.78 every month. Based on the calculations from the May 20, 2015 AEADS, your low point escrow balance was negative $320.49. As a result, in order to reach the required escrow balance of $383.56, the allowed 1/6th escrow cushion, CMS needed to collect an escrow shortage in the amount of $704.05 ($320.49 plus $383.56 equals $704.05). Please note the escrow shortage was spread over a twelve month period starting with the July 1, 2015 mortgage payment, resulting in your overall monthly mortgage payment increasing by $52.97 from $810.99 to $863.96. On July 24, 2015 CMS completed another escrow analysis as part of the ordinary course annual escrow analysis cycle for properties located in the State of Ohio.  The purpose of the July 24, 2015 AEADS was to advise you of the projected escrow activity for your escrow cycle beginning September 1, 2015 and ending August 31, 2016.  More specifically, the AEADS projected your yearly county taxes would be $1,333.46 and the yearly homeowner’s insurance premium would be $968.00.  The total disbursements for the escrow cycle beginning September 1, 2015 and ending August 31, 2016 were calculated to be $2,301.46, which if spread over a twelve month period is equal to approximately $191.78 every month.  Based on the calculations from the July 24, 2015 AEADS, your low point escrow balance was negative $203.15. As a result, in order to reach the required escrow balance of $383.56, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the amount of $586.71 ($203.15 plus $383.56 equals $586.71), which is $117.34 less than the previously calculated shortage. Please note the escrow shortage was spread over a twelve month period starting with the September 1, 2015 mortgage payment. Because the shortage was $117.34 less than previously calculated, your overall monthly mortgage payment decreased by $9.78 from $863.96 to $854.18 ($117.34 divided by twelve equals $9.78). In light of the above, we believe the escrow portion of your payment has been properly calculated. With respect to your claims that CMS representatives gave you incorrect information regarding your loan, our records indicate that on February 2, 2016, you spoke with a CMS representative regarding a principal and interest statement you received showing that your loan carries Private Mortgage Insurance (“PMI”). During that call, you advised the CMS representative that your loan should be a Federal Housing Administration (“FHA”) loan. In addition, you requested a payment increase breakdown.  The CMS representative clearly advised you that the escrow change had to do with an increase in your escrow shortage which in turn caused the escrow portion of your monthly payment to increase. The CMS representative also informed you that you were not paying for PMI, but notified you that our system was classifying your loan as a PMI loan for an unspecified reason.  The CMS representative proceeded to advise you that this issue would be escalated and researched to determine why your loan is currently identified as carrying PMI. Based on our review, your loan was originated under the United States Department of Agriculture (“USDA”) Rural Development Loan guidelines, as you correctly indicated in your complaint.  After your loan was transferred to CMS, due to default settings beyond CMS’s control, our system of record classified your loan as carrying PMI.  As a result, when you called CMS on February 2, 2016 and spoke with a Customer Service Representative, the Representative noticed the default “PMI” notation, but it was not immediately apparent that your loan was governed under USDA guidelines. We apologize for the inadvertent error, and are happy to confirm that your loan does not carry PMI and is USDA insured. Please further note that the original terms of your Note and Mortgage have not been impacted despite our servicing system’s classification of your loan.   As of the date of this letter, your mortgage loan is due for the May 1, 2016 contractual payment of $854.18. Please note, although CMS is currently the mortgage servicer of your loan, there have been no changes made to the existing terms of your Note and Mortgage.  In closing, for your ease of reference, included with this correspondence are copies of the AEADS which were generated on May 20, 2015 and on July 24, 2015.  Also, attached are your Residential Loan Application, Note, Security Instrument/Mortgage, and a twenty-four month payment history including account balances along with the transaction codes and definitions. We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time. Sincerely, [redacted] Customer Advocate Tell us why here...

July 13, 2015[redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Case No.: [redacted]Dear Mr. and Ms. [redacted]:The Customer Advocate Department of Carrington...

Mortgage Services, LLC ("CMS") is inreceipt your complaint filed with the Revdex.com received in our office via email onJune 15, 2015. CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may have. The following is our response to the issue(s) raised in theinquiry.As we understand the complaint, you are frustrated that you were unable to submit the June loanpayment through CMS's website on June 15, 2015. Additionally, you contend that you werecharged a $5 .00 fee for making your payment by telephone and you should not be penalized forthe problem with the website.First, we would like to take this opportunity to express our sincere apologies for theinconvenience you experienced using the website and to also thank you for bringing this to ourattention. In relating to your concerns regarding the website, CMS Customer Service didconfirm that the website was down intermittently due, in part, to an extremely high call volumethat day. It is probable that this issue affected your ability to make your online payment. Weappreciate that you followed the instructions provided on the website and called CMS to getassistance.On June 15, 2015, you called and spoke to one of CMS's representatives who assisted you inmaking your payment over the telephone. You were given the option to make your payment for a$15.00 convenience fee with a live representative or a $5.00 fee using the automated system.You opted to use the automated system and made the June payment that same day.Second, CMS has issued a credit to your account in the amount of $5.00. You may use thiscredit towards your next payment. Going forward if you experience difficulties using the websiteto make a payment, updating your browser to [redacted] or [redacted] will likely resolve theissue.We trust we have thoroughly reviewed and addressed your concerns. CMS is always looking forways to improve service levels and borrower feedback is important us. If you have any furtherquestions, please contact the undersigned at [redacted], Monday through Friday, 8:00AMto 5:00PM, Eastern Time.Sincerely, [redacted]

April 7, 2016
[redacted]
            RE:
     Case No:                     [redacted]
Loan
No.:                    [redacted]
Property
Address:       [redacted]
Dear Ms. [redacted]:
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint response
rebuttal (the “rebuttal”) filed with the Revdex.com (“Revdex.com”)
received in our office via email on March 25, 2016.  CMS is committed to responsible lending and
servicing and we would like to address any concerns you may have.  The following is our response to the issue(s)
raised in the inquiry.
As we understand your rebuttal, you
express concerns with several statements outlined in our response dated March
22, 2016, which you believe are inaccurate. 
First, you claim that our response states your February 2015 payment was
short, and state that information is inaccurate since your payment amount
changed effective with the March 1, 2015 payment.  Second, you claim that you have made your monthly
payments on the loan every month, and additionally paid $1,200.00, which CMS
has not mentioned in the response. 
Third, you claim that you did not receive any messages on your answering
machine by CMS, and also claim that CMS did not send you any notification of
the foreclosure action on your loan. 
Lastly, you claim that you called CMS to discuss this matter but, the CMS
Customer Service Representative was not helpful, and when you asked to speak to
a Supervisor you were informed a Supervisor was not available.  You indicate that you were informed that a
message would be sent to a Supervisor to call you back, and as of the date of
your rebuttal, you have not received a response. 
We regret that you were
dissatisfied with our response to your complaint.  CMS is committed to the highest standards of
customer satisfaction and professionalism, and for this reason, we take all
legitimate complaints regarding the conduct of our business very
seriously.  Although we understand you
are not pleased with the outcome, your complaint was investigated fairly and we
believe it was resolved appropriately. 
Nevertheless, as an expression of
our commitment to the highest standards of customer satisfaction, we would like
to take this opportunity to clarify our response and address any outstanding
concerns in this matter. 
In response to the first item on
your rebuttal, please note in our response dated March 22, 2016, on page two,
second paragraph, that we inform you that the February 1, 2015 payment in the
amount of $1,429.44, was received by CMS on February 25, 2015.  It is important to note that we did not state
this payment had been paid short of the monthly payment amount. 
In response to the second item on
your rebuttal, please refer to our response dated March 22, 2016, on page two, where
we inform you that our records show CMS did not receive any payments from you
in the month of March 2015.  Additionally, we informed you that, on April
6, 2015, CMS received a payment from you in the amount of $1,429.44, and this
payment was applied to suspense as it was short of the full monthly payment
amount of $1,570.20.    On April 17, 2015, you called CMS and during
this call the CMS Representative informed you that your monthly payment amount
had changed effective with the March 1, 2015 payment from $1,429.44 to $1,570.20,
and that your loan was showing due for the March 1, 2015, and April 1, 2015
payments in the amount of $1,570.20 each, and a credit in the suspense account
of $1,429.44 which represented the short payment received on April 6,
2015.  Below, for your ease of reference
is a payment summary of the payments received from January 1, 2015 to May 26,
2015.
Additionally, we included a
payment history that shows the payment transactions on this loan from February
5, 2014 to March 11, 2016.  This payment
history shows that CMS did not receive any payments from you from February 26,
2015 to April 5, 2015, and again from May 27, 2015 to August 3, 2015.  It is important to note that the foreclosure
action commenced on July 24, 2015, and although you attempted to make monthly
payments beginning August 4, 2015, CMS could not accept the payment amount you
remitted because your loan was in foreclosure, and the amount you remitted was
less than the amount needed to bring your loan current.  The payments were returned to you with a
letter that informed you your loan was in foreclosure.  CMS also encouraged you to call CMS to make
payment arrangements.  Copies of these
letters were included with our response dated March 22, 2016.  Regrettably, you did not respond.  It is important to note that we did not find
any evidence to support your claim of a $1,200.00 payment to CMS.
It is important to note that the
payment amount you remitted each time was less than a full monthly payment
amount.   Below, for your ease of
reference, is a summary of the payments that were returned to you. 
 
In response to the third item on
your rebuttal, as mentioned in our response dated March 22, 2016, CMS made
attempts to contact you by telephone, and left messages to call CMS on March
19, 2015, April 1, 2015, April 3, 2015, April 21, 2015, April 22, 2015, May7, 2015,
May 8, 2015, May 13, 2015, May 14, 2015, May15, 2015, May 19, 2015, May 20,
2015, May 21, 2015, May 28, 2015, June 10, 2015, and June 24, 2015. 
Additionally, CMS began the
foreclosure action on your loan on July 24, 2015, and completed a foreclosure
sale on December 28, 2015.  CMS initially
sent you a Notice of Intent to Foreclose on May 26, 2015.  Thereafter, CMS sent several notifications that
informed you your loan was in default and that foreclosure action had been initiated.  Copies of these letters were included in our
response dated March 22, 2016.  In
addition, CMS sent you Notice of Trustee’s Sale by certified mail on December
7, 2015.  Regrettably, you did not pick
up this certified mail from the post office. 
For your ease of reference, attached are copies of the mail delivery
attempts.  Please note that, we did not find
any evidence that you responded to CMS’s mortgage assistance offer during the Major
Disaster Declaration of August 7, 2015.     
Lastly, our records show that you
contacted CMS on Thursday, January 7, 2016. During this call, you inquired about the
foreclosure action, expressed concerns, and alleged CMS had not provided you
proper notice.  In addition, you alleged
that you had made all of your monthly payments timely.  The CMS Representative informed you that the
foreclosure sale had taken place on December 28, 2015.  At that time, you requested to speak to a
Supervisor, and the CMS Representative informed you that a Supervisor was not available
but that the representative would forward a message to have a Supervisor call
you back.  Subsequently, on Monday, January
11, 2016, CMS Supervisor [redacted] called you, but there was no answer and
no ability to leave you a message. 
Thereafter, on March 24, 2016 you
called CMS and, during this call, you once again inquired about the foreclosure
action, expressed concerns, and alleged CMS had not provided you proper notice.  You also stated that you had not missed any
payments.  The CMS Representative
informed you that the foreclose sale had taken place and there were no other
alternatives she could offer you at the time.
Based on the foregoing, we
conclude that CMS has properly serviced your loan in accordance with the terms
and conditions of your Note and Deed of Trust, and the established policies and
procedures for this FHA insured loan.  Moreover, CMS provided you with proper
and timely notification as applicable by law of the foreclosure action, and made
extensive efforts to make contact with you by telephone, and written
correspondence that encouraged you to call CMS to discuss mortgage assistance
and alternatives to foreclosure. 
Regrettably, no response was received from you.  Therefore, the foreclosure sale was held on
December 28, 2015.  We regret that a CMS
Customer Service Supervisor was not available when you called on January 7,
2016, and we would like to take this
opportunity not only to apologize for any inconvenience that you may have
experienced during your unsuccessful attempt to reach a CMS Supervisor, but
also to thank you for bringing this matter to CMS’s attention. 
As you are aware, your case is
currently being handled by [redacted] in the Eviction Department, and she
can be reached directly at [redacted].
We trust that this communication
addresses all of the concerns noted in the complaint.  If you have any further questions, please
contact the undersigned at [redacted], Monday through Friday, 8:00 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 20580.
-SCRA Disclosure-
MILITARY
PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the
military, please contact us immediately. 
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief.  For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our
determination.  You may request such
documents or receive further assistance by contacting Carrington Mortgage
Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

September 17, 2015
[redacted]
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 August 26, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand the complaint, you state that after the servicing of your loan was transferred to CMS, your monthly mortgage payments continued to be sent to your prior loan servicer who no longer serviced your loan. You state that you contacted CMS to attempt to resolve the account delinquency, but were unsuccessful. You also state that CMS then increased your mortgage payments after your escrow account was analyzed; however, because you did not submit the increased payment amounts to CMS, your payments were placed in an unapplied status which caused CMS to report payments as being delinquent to the credit bureaus. Your complaint goes on to state that you believe CMS representatives were unhelpful, and that CMS initially refused to accept phone payments from you then threatened to refer your loan to foreclosure. You also claim that CMS left messages advising you to contact CMS’s loan counseling service; however, when you contacted CMS you were advised that CMS has no loan counseling service department.
At the outset, please note that the servicing of this Veteran’s Administration (“VA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on November 4, 2014. On November 8, 2014, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer your loan was contractually current and showing due for the November 1, 2014 mortgage payment in the amount of $851.36. This payment was made up of principal and interest in the amount of $684.45 and a monthly escrow collection in the amount of $166.91.
A review of our records found that on November 19, 2014, CMS received a partial payment in the amount of $850.00 from you which was $1.36 less than the full contractual payment due. Accordingly, CMS applied the funds towards your November 1, 2014 mortgage payment and then assessed an escrow shortage fee for the amount of $1.36 to recover the $1.36 advanced on your behalf. On November 25, 2014, CMS spoke with you for the first time, and during this phone conversation you inquired whether CMS had received your November 1, 2014 mortgage payment you sent to your prior loan servicer in error. The CMS representative notified you that CMS did receive your November 1, 2014 mortgage payment on November 19, 2015.
It was at this time that you inquired whether CMS would allow you to skip the December 1, 2014 mortgage payment. The CMS representative explained that CMS did not have an option to skip a monthly payment; however, you were encouraged to apply for mortgage assistance if you were experiencing difficulty in paying your monthly mortgage payments. The CMS representative provided you with additional information regarding the time that CMS typically will return a mortgage assistance determination to you and you then declined to apply for mortgage assistance with CMS.
On December 22, 2014, CMS completed and issued you the attached initial escrow analysis for your loan. The escrow analysis projected total annual escrow disbursements in the amount of $2,090.33, which included a hazard insurance premium in the amount of $994.00 and your property taxes in the amount of $1,096.33.
The guidelines set forth by the Real Estate Settlement Procedures Act (“RESPA”) 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. While RESPA allowed CMS to maintain an escrow cushion equal to two months, CMS only required you to maintain an escrow cushion equal to one month of the total annual disbursements paid out of your escrow account at the time this escrow analysis was completed.
Because the total annual escrow disbursements for your loan were projected to be $2,090.33, your escrow account was required to have a minimum of $174.19 at all times ($2,090.33 divided by 12 equals $174.19). Based upon the projected disbursement date of your annual hazard insurance premium and the projected date that your property taxes are disbursed, CMS determined that your escrow account would have a deficit in the amount of $25.33 in July 2015. Because you are required to have $174.19 in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $199.52 at that time ($25.33 plus $174.19 equals $199.52).
In order to prevent any undue hardship, CMS spread the escrow shortage of $199.52 over a period of twelve months which resulted in an increase to your monthly mortgage payment from $851.36 to $875.26 effective with the February 1, 2015 mortgage payment. For your ease of reference, a breakdown of the February 1, 2015 mortgage payment is outlined below.
Principal and Interest: $ 684.45
Base Escrow Collection: $ 174.19 ($2,090.33 divided by 12)
Monthly Escrow Shortage: $ 16.62 ($199.52 divided by 12)
February 1, 2015 $ 875.26
Although CMS received no mortgage payment from you during the month of December 2014, CMS spoke with you on January 9, 2015 when you requested that CMS process a phone payment to satisfy your December 1, 2014 mortgage payment. The CMS representative processed your December 1, 2014 mortgage payment that day and documented your loan to reflect that the reason for default was due to an illness of a family member. On January 16, 2015, CMS received funds in the amount of $852.00 which were applied to your January 1, 2015 mortgage payment.
On or about January 29, 2015, CMS was notified that your January 9, 2015 payment transaction that was applied to the December 1, 2014 mortgage payment was returned unpaid by your banking institution as non-sufficient. This returned payment caused your loan to be due for the January 1, 2015 mortgage payment. It is important to note that it is CMS’s policy to require borrowers to remit payments to CMS for a period of six months in the form of certified funds once a loan has had two returned payments within a six month period. Certified funds include a cashier’s check, money order, or payments made to CMS via [redacted] or via [redacted] money transfer services.
On February 20, 2015, you contacted CMS and questioned the next payment due date of your loan. The CMS representative notified you that your loan was due for the January 1, 2015 and February 1, 2015 mortgage payments and provided you with the total amount due of $2,052.24 which included the payments due and the fees that were assessed to your loan. That day, you requested CMS to process a phone payment in the amount of $851.36 which was applied to the January 1, 2015 mortgage payment that same day. On February 27, 2015, CMS received and applied your increased February 1, 2015 mortgage payment in the amount of $875.26.
Although CMS attempted to contact you over the following weeks to secure the March 1, 2015 mortgage payment, CMS received no response from you nor did CMS receive a mortgage payment from you during the month of March 2015. On April 2, 2015, you finally returned CMS’s calls and during this phone conversation the CMS representative again provided you with the total amount due including all fees and notified you that your loan was showing due for the March and April 2015 mortgage payments.
It was at this time that you indicated that you had skipped the December 2015 payment. The CMS representative reminded you that CMS does not participate in any program that allows borrowers to skip mortgage payments. The CMS representative again encouraged you to apply for mortgage assistance if you were experiencing difficulty in paying your monthly mortgage payments and provided you with the various loss mitigation options that were available for your VA loan.
On April 14, 2015, CMS received a partial payment from you in the amount of $852.00, even though you were notified of your increased payment amount and had made the correct payment amount of $875.26 during the month of February 2015. In an effort to assist you, CMS advanced $23.26 which was combined with the $852.00 and applied $875.26 to satisfy the March 1, 2015 mortgage payment. CMS then assessed an escrow advance fee to your loan in the amount of $23.26 to recover the amounts advanced on your behalf.
On April 30, 2015, you contacted CMS and requested that CMS accept a phone payment from you in the amount of $900.00. This payment was applied to your April 1, 2015 mortgage payment and the remaining $24.74 was applied to reduce your outstanding late charge balance. On May 18, 2015, CMS received a partial payment from you in the amount of $852.00 which was again less than the contractual payment due in the amount of $875.26. CMS again advanced $23.26 which was combined with the $852.00 and applied $875.26 to satisfy the March 1, 2015 mortgage payment. CMS then assessed another escrow advance fee to your loan in the amount of $23.26 to recover the third advance made by CMS on your behalf.
On June 18, 2015, CMS received a new partial payment in the amount of $852.00 which was placed in an unapplied status until the time that CMS received additional funds equaling the contractual payment due in the amount of $875.26. Over the following weeks, CMS attempted to notify you that this partial payment was less than the contractual payment amount; however, because CMS received no answer to the phone call attempts, CMS left messages asking you to contact CMS at your earliest convenience.
On July 14, 2015, CMS received a new partial payment in the amount of $852.00 which brought the total amount of funds in CMS’s possession to $1,704.00. On July 15, 2015, CMS applied $875.26 to the June 1, 2015 mortgage payment and the remaining $828.74 was held in an unapplied status awaiting additional funds to equal the July 1, 2015 mortgage payment in the amount of $875.26.
On or about July 23, 2015, CMS was notified that your July 14, 2015 partial mortgage payment in the amount of $852.00 was returned unpaid by your banking institution as non-sufficient. This caused the July 1, 2015 mortgage payment to be returned bringing your loan due for the June 1, 2015 mortgage payment with an unapplied balance in the amount of $852.00. This second returned payment within a six month period caused CMS to require you to remit payments to CMS via certified funds for a period of six months.
On August 6, 2015, CMS issued you the attached Notice of Intent to Foreclose (“NOI”). This NOI explained that your loan was in default for the nonpayment of the June 1, 2015 contractual payment and provided $3,095.29 as the amount required to cure the delinquency. This letter also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the property.
Please be advised that the NOI is a system generated letter that is issued for every loan that has become past due for more than thirty one (31) days and is required by law prior to any initiation of foreclosure proceedings. CMS is able to confirm that a number of these notices were issued to you when your loan was contractually in default. While CMS apologizes if you felt its efforts to assist you in resolving this past due loan were threatening in any way, as CMS’s intent has been solely to comply with applicable law, to attempt to make arrangements to resolve the account delinquency, and to transmit accurate information regarding the consequences of any failure to do so.
On August 25, 2015, CMS completed and issued you the attached new escrow analysis for your loan. The escrow analysis projected total annual escrow disbursements in the amount of $2,216.23, which included a hazard insurance premium in the amount of $1,098.00 and your property taxes in the amount of $1,118.23. As allowed by RESPA, CMS required you to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account.
Because the total annual escrow disbursements for your loan were projected to be $2,216.23, your escrow account was required to have a minimum of $369.36 at all times ($2,216.23 divided by 6 equals $369.36). Based upon the projected disbursement date of your annual hazard insurance premium and the projected date that your property taxes are disbursed, CMS determined that your escrow account will have a deficit of $85.41 in July 2016. Because you are required to have $369.36 in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $455.20 at that time ($85.84 plus $369.36 equals $455.20).
In order to prevent any undue hardship, CMS again spread the escrow shortage of $455.20 over a period of twelve months which resulted in an increase to your monthly mortgage payment from $875.26 to $907.06 effective with the October 1, 2015 mortgage payment. For your ease of reference, a breakdown of the October 1, 2015 mortgage payment is outlined below.
Principal and Interest: $ 684.45
Base Escrow Collection: $ 184.68 ($2,216.23 divided by 12)
Monthly Escrow Shortage: $ 37.93 ($455.20 divided by 12)
October 1, 2015 Payment $ 907.06
On August 26, 2015, you contacted CMS and inquired which monthly mortgage payment your loan was due for. The CMS representative notified you that your loan was due for the June 1, 2015 and subsequent mortgage payments with an unapplied balance in the amount of $852.00. When you requested that the CMS representative process a phone payment, you were notified that CMS required you to submit payments to CMS in the form of certified funds due to two payments being returned unpaid by your financial institution within a six month period.
You were dissatisfied with CMS’s certified funds policy and demanded to speak to a CMS supervisor. The CMS representative discussed the issue with a CMS supervisor who agreed to allow you to make a phone payment as a one-time courtesy. That day, CMS processed a phone payment in the amount of $1,773.78 which brought the total amount of funds in CMS’s possession to $2,625.78 ($852.00 plus $1,773.78 equals $2,625.78). These funds were applied to the June through July 2015 mortgage payments in the amount of $875.26 each. After the application of these funds, your loan was showing due for the September 1, 2015 mortgage payment with no funds in an unapplied status.
In response to your claim that CMS representatives have been less than professional with you, CMS has thoroughly reviewed its records and is unable to locate any evidence that CMS representatives were inappropriate in any way. In fact our records show that CMS has diligently attempted to assist you in providing you with information to assist you in understanding your loan payment due dates, the amount of your contractual payments, the past due amounts, the amount of the fees assessed to your loan and the consequences of failing to make your mortgage payments to CMS.
In response to your claims that CMS has charged you “hidden fees”, please be advised 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. CMS respectfully submits that no fees have been hidden from you and that all fees assessed to your loan are permissible under applicable law.
Moreover, CMS has provided you many notices informing you of the fees that have been assessed to your loan, including monthly mortgage statements. Please be advised that in addition to being assessed the above referenced late fees, and the escrow advance fees that CMS assessed to recover amounts advanced on your behalf, CMS has also assessed your loan fees for four property inspections as your loan was in default and you failed to perform the covenants and agreements contained in your Security Instrument.
CMS conducts property inspections under such circumstances to ensure that the value of the collateral is being preserved. These property inspections were lawful as outlined within Section 9, Protection of Lender's Interest in the Property and Rights Under this Security Instrument of the attached Security Instrument. The pertinent information is outlined below for your ease of reference.
9. Protection of Lender's Interest in the Property and Rights Under this Security Instrument. If (a) Borrower fails to perform the covenants and agreements contained in this Security Instrument, (b) there is a legal proceeding that might significantly affect Lender's interest in the Property and/or rights under this Security Instrument (such as a proceeding in bankruptcy, probate, for condemnation or forfeiture, for enforcement of a lien which may attain priority over this Security Instrument or to enforce laws or regulations), or (c) Borrower has abandoned the Property, then Lender may do and pay for whatever is reasonable or appropriate to protect Lender's interest in the Property and rights under this Security Instrument, including protecting and/or assessing the value of the Property, and securing and/or repairing the Property. Lender's actions can include, but are not limited to: (a) paying any sums secured by a lien which has priority over this Security Instrument; (b) appearing in court; and (c) paying reasonable attorneys' fees to protect its interest in the Property and/or rights under this Security Instrument, including its secured position in a bankruptcy proceeding. (Emphasis added.)
In regards to your belief that CMS left you phone messages directing you to contact CMS’s Loan Counseling Services, CMS has confirmed that outgoing messages indicate that the calls were from CMS and encouraged you to contact a "Mortgage Loan Counselor". The term “Mortgage Loan Counselor” is simply intended to refer to CMS representatives assigned to assist you in resolving delinquency. CMS has confirmed that the messages did not direct you to call a CMS “Loan Counseling Service.” Regardless, CMS sincerely apologizes for any unintentional misunderstanding you experienced from the messages CMS left you.
While CMS is uncertain whether you need loan counseling services, CMS would like to take this opportunity to advise you that you have the option to contact a United States Department of Housing and Urban Development (“HUD”) approved housing counselor at no cost to you. A HUD approved housing counselor can help you make a budget so that you can meet your monthly mortgage payment and other expense obligations. The HUD approved counselor will have information about local resources that may be helpful to you. For your ease of reference, more information regarding the benefits of contacting a HUD approved counselor can be found on MHA’s publicly available website at [redacted]. In addition to accessing MHA’s website, you may also call [redacted] to speak to an expert advisor immediately, twenty four hours a day, seven days a week and this valuable, around-the-clock service is available at no cost to you. Furthermore, each of the NOIs has also provided you with the name and contact information for numerous HUD approved counselors.
Please be advised 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.
As of the sate of this letter, your loan is contractually curent and showing due for the September 1, 2015 mortgage payment in the amount of $875.26. Attached for your ease of reference is a copy of your loan payment history along with the loan servicing system payment codes and definitions.
Based on the foregoing, we believe the record is clear that CMS has properly applied all payments received from you although you have failed to remit full and timely payments to CMS. In fact, not only has CMS applied your funds correctly, CMS has also advanced its own funds on your behalf to ensure that payments are applied timely. It is also clear that CMS representatives have gone above and beyond what was required to accept a phone payment from you when you were required to remit certified funds to CMS and that CMS has properly reported loan and payment information to the credit bureaus. 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 CMS’s Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-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.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You 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].
NORTH CAROLINA:
Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No. 102107 & 103455 and North Carolina Secure and Fair Enforcement Mortgage Licensing Act. [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.
Loan number [redacted] had the same problem in which the escrows for taxes and insurance change and we were not given notice of the same. As you can see from the attachment that Carrington carried over the escrow shortage on that subject loan. They did not place the funds received in a suspense account like they did with the other loan. No where in the loan documents is it disclosed that there is a threshold of 50.00 which if escrows are short that they will only accept full payment if less than a shortage of 50.00. This amount is not disclosed anywhere and after to speaking to [redacted] at Carrington he said that is an internal amount. Either Carrington should have applied the payment received for the loan to Principal, interest, taxes and insurance like the attachment or sent back both payments. Again I am requesting that Carrington remove the 30 days late from the credit bureaus and apply the principal interest taxes and interest payment received in December appropriately.
Regards,
[redacted]

June 30,2015[redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Complaint I.D. No.: [redacted]Dear Mr. [redacted] and Ms. [redacted]:The Customer...

Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on June 4, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this 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 wascontractually current and showing due for the May 1, 2015 mortgage payment.As a preliminary matter, CMS understands that you have raised certain claims against the loanservicing practices of [redacted] as well as claims against [redacted] ("NSM"). BecauseCMS is unable to comment on behalf of [redacted] or NSM, CMS respectfully encourages you todirect any complaints regarding those parties to each of those parties directly.It is important to note, that while CMS began servicing the loan as of April 2, 2014, the RealEstate Settlement Procedures Act ("RESPA") at 12 USC§ 2605(d) prevents CMS from treatingany payment as late for any purposes until the expiration of sixty days after the effective date ofthe servicing acquisition. This sixty day period is specifically intended to allow borrowerssufficient time to replace any payment that may have been sent to the prior loan servicer in error.A review of our records found that you initially contacted CMS on May 21, 2015 and during thisphone conversation you requested the CMS representative to provide you with the address ofCMS's publicly available website. The CMS representative promptly provided you your newloan number and directed you to CMS's online website address of www.CarringtonMS.com.You notified the CMS representative that you would be making your May 1, 2015 mortgagepayment via CMS 's no-cost online payment system shortly after this phone conversation.In order to access CMS 's no-cost online payment system to make a payment, you were requiredto acknowledge and agree that you would be responsible for all information you entered withinCMS's website. For your ease of reference, this disclaimer is outlined below. ACCURACY OF INFORMATION AND USE OF YOUR PASSWORD(S) By entering or submitting information to this website, you represent that all information entered or submitted is true, accurate, current and complete, and that you have the authority to enter or submit such information and authorize the transaction(s) for which you enter or submit the information. You must maintain the confidentially of your site password(s). You will be responsible for all information entered or submitted under your site password(s). You must immediately notify Carrington Mortgage Services, LLC if you become aware of any unauthorized use of your site password(s). (Emphasis added.)Later that day, CMS received a payment from you in the amount of $930.68 via CMS's onlinepayment system which was initially applied to the May 1, 2015 mortgage payment. Tomemorialize the payment transaction, CMS's website provided you with a payment confirmationnumber of [redacted] and the attached notice was sent to you also memorializing the onlinepayment transaction. It is important to note that the routing number you entered into CMS'swebsite for this transaction was [redacted] and the checking account number you entered was[redacted]. Attached for your ease of reference is a copy of the online [redacted]Speedpay payment transaction.On May 28, 2015, CMS received notification from your banking institution that May 21, 2015online payment was returned unpaid because the payment information you entered within CMS 'sonline payment system was incorrect and therefore your account was unable to be found in orderto be debited. The same day, CMS issued you the attached Returned Payment Notice thatinformed you that the online payment was returned because your account was not found. Thisreturned payment brought your loan due for the May 1, 2015 mortgage payment.CMS has no record of any telephone conversation with you on May 28, 2015 or on May 29,2015; however, on May 29, 2015, you accessed CMS's online payment system and made a newpayment in the amount of $930.00. During this online payment transaction, you entered arouting number of [redacted] and a checking account number of [redacted], which wasthe same incorrect routing number and checking account information that you provided duringthe May 21 , 2015 online payment transaction.To memorialize this payment transaction, CMS's website provided you with a paymentconfirmation number of [redacted] and the attached notice was sent to you on May 29, 2015.Attached for your ease of reference is a copy of the May 29, 2015 online [redacted]Speedpay payment transaction.On June 4, 2015, you contacted CMS and questioned why the May 21, 2015 payment wasreturned unpaid by your fmancial institution. The CMS representative notified you that theinformation you entered within CMS's online payment system on May 21, 2015 was incorrect,which caused the payment to be returned. That same day, CMS was notified that your May 29,2015 payment was returned unpaid by your financial institution as the payment information youentered within CMS online payment system on May 29, 2015 was incorrect and therefore youraccount was unable to be debited.Also on the same day, CMS issued you the attached new Returned Payment Notice informingyou that the May 29, 2015 online payment was returned because your account was not found.This returned payment again brought your loan due for the May 1, 2015 mortgage payment. Inlight of this information, CMS respectfully disagrees with your claim that CMS did not notifyyou of the returned payments. In fact, CMS's research shows that you were notified of thereturned payments the same day that CMS was made aware that the payments were returnedunpaid.Later on June 4, 2015, our records show that you accessed CMS's online payment system andmade a new online payment in the amount of $1,861.36. It was during this online payment thatyou entered a routing number of [redacted] and a checking account number of [redacted]which is not the same checking account information that you entered in the two previous onlinepayments. These funds were applied to the May 1, 2015 and June 1, 2015 mortgage payments.CMS has no indication that you entered the incorrect information into CMS's website during thispayment transaction.After making the online payment on June 4, 2015, CMS's website provided you with a paymentconfirmation number of [redacted] and the attached notice was sent to you memorializing theonline payment transaction. Attached for your ease of reference is a copy of the June 4, 2015online [redacted] payment transaction. On June 30, 2015, CMS received andapplied your July 1, 2015 mortgage payment.A review of our records found that CMS has not received any further contact from you as of thedate of this letter. Currently, your loan is contractually current and showing due for the August1, 2015 mortgage payment. CMS would like to take this opportunity to notify you that althoughthe May 1, 2015 payment was received by CMS after the month in which the payment becamedue, CMS has not reported derogatory information to the credit reporting agencies, nor has CMSassessed a late charge to your loan pursuant to the sixty day RESP A transfer period.Based on the foregoing, we believe the record is clear that after you entered incorrectinformation into CMS's online payment system on two separate occasions, CMS properlynotified you once CMS was aware that the payments were returned unpaid by your financialinstitution. Should you wish to further discuss any aspect of your loan, we encourage you tocontact 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 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
I did speak with a person with Carrington and ask for the escrow to be removed, and was told to fax the request to them only to get we can not remove, which I think they knew all the time. With the mortgage company before Carrington was taking $287.02 per month which equal $3444.24, which escrow pay out is $3118.00 this leave a different of $326.24, which I don't have a problem with paying, but to pay $340.63 per month which equal $4087.56, which still only $3118 is paid out for a different of $969.56 this is a big difference for money they are holding with no interest paid to me for the overage. Each time I speak with someone I get a different reasons for the reason the payment is what it is and in 12 months the payments will go down this I don't believe with all the different answers.

March 4,
2016
[redacted]
[redacted]
[redacted]
[redacted]  [redacted]
            RE:
     Case No:                     [redacted]
Loan
No.:                    [redacted]
Property
Address:       [redacted], [redacted]
;Dear Mr. and Mrs. [redacted]:
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint response
rebuttal filed with the Revdex.com (“Revdex.com”) received in our office
via email on February 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.
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. 
On February 24, 2016, I had the
pleasure of speaking with Ms. [redacted] and during this call we discussed the
details outlined in my response letter dated February 19, 2016.  During this call you expressed your concerns
with the Escrow Analysis dated June 2, 2015 which caused your monthly payment
to increase to $2,023.69, beginning with the August
1, 2015 payment, and the subsequent escrow analysis completed the
following month on July 24, 2015, which reduced your payment amount back to $1,860.68 beginning September 1, 2015. 
You
went on to say that you believed the payment amount should not have changed in
August1, 2015, because the payment amount was changed back beginning September
1, 2015, to an amount that is very close
to your old payment amount before the increase in August 1, 2015.  Additionally, you claimed that you did not
receive any correspondence from CMS that notified you of the payment changes or
any billing statements, and therefore you were unaware of these changes. You indicated that you wanted this matter
reviewed by the Escrow Department for the possibility of adjusting your payment
back to your old payment amount of $1,862.43 effective with the August 1, 2015
payment, and have your payments reapplied accordingly as you have consistently
paid your mortgage payment on time.  I informed
you that I would present your request to the Escrow Department Management team for
review and consideration. 
On Friday,
February 26, 2015, I called you and informed you that the Escrow Department had
reviewed your loan and concluded that the Escrow Analysis completed on
June 2, 2015, was completed as part of the post service transfer requirements,
and the Escrow Analysis completed on July 24,
2015, was completed as part of the regularly scheduled Escrow Analysis for the
state of Illinois.  Please note that the
June 2, 2015, Escrow Analysis was required by federal law following a servicing
transfer, and that the July 24, 2015, escrow analysis was an annual analysis
that had been scheduled prior to the time your loan was transferred to CMS. Moreover,
both of these Escrow Analyses were completed accurately based on the tax and
insurance information available to CMS at the time each of these analyses were
calculated.
Nevertheless, solely as an
expression of our commitment to the highest standards of customer satisfaction,
the CMS Escrow Department approved your request which
included reversing monthly payments applied from August 1, 2015 to January 30,
2016, changing the payment amount to $1,862.43, and reapplying these payments
with an effective date of the date each of these payments were originally
received by CMS.  Additionally, I assured
you that no late fees would be assessed to your loan and that no derogatory
credit would be reported to the credit agencies on this loan from the date of
the service transfer to February 29, 2016.
On
Monday, February 29, 2016, the payment reversals, payment amount change, and
payment reapplications were completed.  Attached
for your ease of referenced is a payment history that includes payment transactions
from January 7, 2014 to February 29, 2016. 
That same day, you also made a payment in the amount of $1,862.43, and this
payment was applied to your March 1, 2016 payment.  As of the date of this letter, your loan is
showing next due for the April 1, 2016 payment in the amount of $1,862.43.
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 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].

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

Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on June 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 allege that you applied for a [redacted] (“[redacted]”) loan and that CMS informed you that you would be approved. You go on to say that you paid for an appraisal but were then advised you did not qualify for a [redacted] loan because you already owned a property. Also, you state that CMS was untimely and uncommunicative throughout the loan approval process. Consequently, you want CMS to refund you for the appraisal fee and for the earnest money deposit.
As a preliminary matter, our records indicate that your loan application was actually denied by CMS because your loan application was incomplete. For your reference, attached hereto as Exhibit “A” please find a copy of the Statement of Credit Denial, Termination, or Change that CMS sent you on June 23, 2015.
Our records indicate that CMS did request additional documentation from you during the loan origination process and that you provided all documents requested. Please note that on May 26, 2015, upon receipt of all additional documentation, your loan application was sent to our underwriting team for review and your application was placed in suspense on June 2, 2015. Please note that our underwriting team placed your application in suspense because they required additional information before making a decision. The additional information requested included documentation to support your need to purchase a new home through a [redacted] loan and documentation confirming that your current home was not structurally sound or adequate in order to qualify for an exemption pursuant to [redacted] loan eligibility guidelines. Please note that our underwriting team required that the additional information be submitted within ten (10) days.
Furthermore, our records indicate that you did not provide the additional information requested by our underwriting team within the ten (10) day. As a result, your loan application was incomplete and ultimately denied. In other words, the primary reason why your loan application was denied was because you did not meet [redacted] loan eligibility guidelines and because your current home is less than fifty (50) miles from the property you want to purchase. Additionally, you did not qualify for an exemption pursuant to [redacted] loan eligibility guidelines because your current home is not condemned or in a condition that would be harmful for you to live in. While our records do indicate that CMS asked you to provide additional information in an effort to review your loan application for an exemption, you did not provide that information. Based on the foregoing, CMS was unable to approve your loan application. If you want to have a better understanding of [redacted] loan eligibility guidelines, CMS encourages you to visit the [redacted] government website at [redacted].
While we regret that CMS was unable to approve your loan application, we believe the record is clear that CMS was communicative and as timely as possible with the entire loan application process. We acknowledge that, during the period that you applied for a loan, CMS experienced an unusually high volume of applications. Consequently, although CMS strives to review as many loan applications as possible, customers may have occasionally experienced infrequent delays while waiting to be reviewed. Please know that CMS did everything in its power to review and approve your loan within a reasonable timeframe. Nevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced.
Moreover, solely as an expression to our commitment to exceptional customer service, CMS has agreed to refund you the appraisal fee in the amount of $445.00. As of the date of this letter, CMS is processing a refund check made payable to your attention and you can expect to receive it at your home address within fifteen (15) days. If you do not receive the aforesaid refund check within fifteen (15) days from the date of this letter, please contact me directly at [redacted].
Also, please note that [redacted] is holding your earnest money deposit and not CMS. If you have questions regarding your deposit, please contact [redacted] directly. For your reference, attached hereto as Exhibit “B” please find a letter from [redacted] confirming they are holding your deposit along with their contact 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

Problem: Carrington Mortgage has reported me to the credit reporting agency 9 times in 2016 for late payments. When in fact, their account team and my records show that I have not been late on ONE payment. Additionally, Carrington Mortgage is collecting late fees when customers submit incorrect payment information online. They do not alert the customer that his information is incorrect. Yet they will record the payment and confirm it via letter and phone. Over 10 days later they will charge a late fee when the error is found. This is misleading to the customer. Carrington does not alert the customer for over 10 days when he has submitted payments online incorrectly and will not waive the late fee even though they did nothing to alert the customer that his payment information was wrong. I have paid my account on time since I my mortgage was moved to Carrington.Desired Outcome: Waive the late fee and correct my credit report.

October 14, 2016   Original Sent via Email to:  [redacted]       [redacted] Attorney at Law [redacted]   RE:       Case No:                    [redacted] Borrowers’ Name:       [redacted] and [redacted] Loan No.:                   [redacted] Property Address:       [redacted]             Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal to our response to your complaint (the “Rebuttal”) filed with the Revdex.com (“Revdex.com”) and received in our office via email on October 7, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand the Rebuttal, the borrowers state that under an agreement approved in bankruptcy proceedings his “new mortgage payments” are to be applied as if "Starting Over", not to the past due amount on the loan, therefore all new payments should be current.    We regret that the borrowers were dissatisfied with our response to his 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 the borrowers were 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 and address any outstanding concerns in this matter.    As previously mentioned in the prior response, the payments received from the borrowers beginning April 2016, were credited to post-petition payments in accordance with the borrowers’ Chapter 13 Bankruptcy Plan.  Additionally, the payments on this Chapter 13 Bankruptcy Plan are applied and tracked in two separate accounts for pre-petition and post-petition payments.  Below for your ease of reference is a summary of the post-petition payments received from the borrowers from April 5, 2016 to September 7, 2016.  Please note that the post-petition payments are showing due for October 1, 2016.     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             [redacted] and [redacted]             [redacted]     -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].

April 29, 2016 Original response sent via regular mail [redacted]             RE:      Loan...

No.:                    [redacted]                         Complaint No.:           [redacted]                         Borrower:                    [redacted]                         Co-borrower:               [redacted]                         Property Address:       [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 April 4, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry. As we understand your complaint, you allege that CMS assessed a late charge to your account after two unsuccessful attempts to pay your March 1, 2016 mortgage payment via your CMS online payment account. You go on to say that you emailed your request to have the late charge waived from your account to the Customer Advocate Department and that no one has responded to your email. Also, you state that you have been unable to make additional payments towards your principal balance via your CMS online payment account despite previously being able to submit additional payments to your principal. Consequently, your desired resolution is for CMS to remove the late charge assessed to your account, allow you to make additional payments towards your principal balance via the online payment website, and provide all customers with a professional customer service experience. As a preliminary matter, please accept this correspondence as confirmation that CMS, solely as a commitment to the highest standards of customer satisfaction, agreed to remove the late charge in the amount of $32.78 as a onetime courtesy. Specifically, CMS credited your principal balance in the amount of $32.78 on April 26, 2016. With respect to the March 21, 2016 email communication that you sent to the Customer Advocate Department email address; our records are clear that the Customer Advocate Department immediately forwarded your email communication to our Customer Service Department for their review and handling of your concerns. On March 24, 2016, a Customer Service representative called you and left you a voicemail. The purpose of the phone call was to confirm receipt of your email communication and to advise you that your concerns and requests were being reviewed. With regard to your allegation that you are unable to make additional payments towards your principal balance via your CMS online payment account, we are happy to confirm that as of July 1, 2015 you have the ability to make your monthly mortgage payment and an additional payment to your principal or escrow balance via CMS’s online payment website after the monthly payment due date. If you want to make your monthly mortgage payment before the due date you may also submit your payment via the online payment website. If you want to make your monthly mortgage payment and an additional payment to your principal or escrow balance before the due date, please note that you are able to do so in two transactions. In the first transaction, system limitations only permit you to pay the total amount due for the monthly mortgage payment. In the second transaction, which can be completed no sooner than the following business day, you may submit an additional payment towards your principal or escrow balance not to exceed the amount of $1,000.00 by entering that specific amount under the “other” category on the online payment website. Lastly, you also have the ability to make a payment towards your principal balance by mailing a personal or bill pay check not to exceed the amount of $10,000.00. If you want to make a payment towards your principal balance greater than $10,000.00, please make certain to send certified funds such as a money order or cashier’s check to our headquarters as follows: Carrington Mortgage Services, LLC [redacted] 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 bureaus as delinquent. Consequently, we encourage you to remit your monthly mortgage payments to CMS on the date that they become due to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment. As of the date of this correspondence, your payment history reflects that your account is paid through April of 2016. The next mortgage payment due is scheduled to be paid on May 1, 2016 in the amount of $929.29. 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. Based on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalf. While we understand your frustration with the current online feature parameters, please note that CMS does offer alternate and convenient payment options that allow you to pay an additional amount towards your principal or escrow balance. As a result, we respectfully submit that CMS does offer comparable payment options to those offered by your prior servicer and that we are not attempting to limit our customers’ payment options. Furthermore, we also submit that customers who elect to process payments through the online payment website are responsible for accurately entering the information for the bank account from which they want the loan payments withdrawn. Therefore, we encourage you to verify the account information entered into the online payment website before submitting your online payment transaction to CMS. Lastly, our records are clear that CMS addressed your concerns as timely as possible and has properly serviced your account pursuant to the terms of your mortgage loan agreement and in accordance with applicable law and program guidelines. Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted]. We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time. Sincerely, [redacted] Customer Advocate CC:      Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/. -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney. -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations. -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States. -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted]. -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580. -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted]. -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted]. North Carolina: Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No. 102107 & 103455 and North Carolina Secure and Fair Enforcement Mortgage Licensing Act. [redacted].

Dear Mr. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 15, 2016. CMS is committed to responsible lending and servicing and we would like to...

address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.As we understand your complaint, you state that your payment increased by $500.00 once your mortgage was transferred to CMS. You state that when you inquired about how to decrease your mortgage payment, CMS representatives provided you inconsistent information. Further, you state that after having completed all of the actions that CMS had recommended to lower your payment, the issue still has not been resolved. As a result, your desired resolution is for CMS to reimburse you all of the money you paid towards your mortgage for the past six months.As a preliminary matter, on December 4, 2013 CMS sent you a Notice of Service Transfer (“Hello Letter”) which confirmed that the servicing of your loan was scheduled to be transferred from [redacted] (“[redacted]”) to CMS on December 3, 2013. Attached for your ease of reference is a copy of the Hello Letter sent to you by CMS. At the time of the service transfer, your loan was contractually current and showing due for the December 1, 2013 mortgage payment in the amount of $604.69.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. It is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 7% and your monthly principal and interest payment of $405.63 remains unaltered.At the time your loan was transferred to CMS, a Lender Placed Insurance (“LPI”) policy had been added to your loan and reflected a yearly premium in the amount of $986.15. Once your loan was transferred, the prior servicer cancelled this policy because the prior servicer no longer had an interest in the property. That said, our records indicate that on February 3, 2014 CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”). For your ease of reference, attached hereto is a copy of the February 3, 2014 AEADS. The purpose of the February 3, 2014 AEADS was to advise you of your projected escrow activity for your escrow cycle beginning April 1, 2014 and ending March 31, 2015.More specifically, the AEADS projected that your yearly county taxes would be $822.39, and that your yearly homeowner’s insurance premium would be $986.15. Correspondingly, your total disbursements for your escrow cycle beginning April 1, 2014 and ending March 31, 2015 were calculated to be $1,808.54, which if spread over a twelve (12) month period is equal to $150.71 every month.Please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amount. Additionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/12th escrow cushion amount. If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted].Please note, CMS is authorized to collect no more than 1/12th of your total projected escrow disbursement for your escrow cycle beginning April 1, 2014 and ending March 31, 2015. That said, the total escrow cushion that CMS can collect was $150.71, which represents one (1) month of escrow payments for this period.Based on the calculations from the February 3, 2014 AEADS, your low point escrow balance was $156.44. As a result, in order to reach a low point escrow balance of $150.70, the allowed 1/12th escrow cushion, CMS projected an escrow surplus of $5.73. Resultantly, that is the reason why your overall monthly mortgage payment decreased by $48.82, from $604,69 to $555.87 effective with the April 1, 2014 payment. Please note that federal law only requires surpluses of $50.00 or more be automatically refunded to you.Later, on April 2, 2014, CMS issued you the attached notice informing you that CMS’s records showed that your hazard insurance had been cancelled. Because you are required to maintain hazard insurance coverage for your property at all times, CMS informed you that LPI would be purchased on your behalf and at your expense if CMS was not in receipt of Evidence of Insurance (“EOI”) with an effective date of December 3, 2013. This notice requested that you immediately provide CMS with EOI. This notice also informed you that an LPI policy is generally more expensive than the cost of a policy that you may be able to obtain with a preferred insurance provider, mainly because the LPI policy would insure the lender’s interest, even in the event that the property suffered a claimable loss during a lapse period in coverage dates. Again, LPI only insures the lender’s interest and does not insure any of the borrower’s personal belongings.On April 7, 2014 you spoke with CMS's Insurance Vendor, [redacted] (“[redacted]”), regarding the lender placed insurance policy notice. You stated that you were unaware that your home did not have insurance, or that CMS was the new servicer of your loan. You then stated that you would be shopping for a homeowner’s insurance policy and would submit the homeowner's insurance premium invoice to CMS to be paid from your escrow aCCOunt.On April 15, 2014 [redacted] received proof of insurance from [redacted] for policy number [redacted]. The effective dates of this policy were from April 8, 2014 through April 8, 2015, with an annual premium of $1,708.00 along with the invoice for payment due. Later, on April 17, 2014 [redacted] disbursed a premium payment in the amount of $1,708.00 from your escrow account to [redacted]. Please note that the AEADS had only projected an escrow disbursement for homeowner’s insurance in the amount of $986.15. This premium amount was based on the prior LPI premium amount.Later, on May 5, 2014 [redacted] received an update to your policy from [redacted] effective April 24, 2014, with a total annual premium of $2,426.00, and an outstanding balance due of $686.00. Therefore on May 6, 2014, CMS disbursed a premium payment to cure the remaining balance of $686.00 from your escrow account.Thereafter on February 27, 2015, CMS completed the annual analysis of your escrow account and sent you an updated AEADS. For your reference, attached hereto please find a copy of the February 27, 2015 AEADS. The purpose of the February 27, 2015 AEADS was to advise you of your projected escrow activity for your escrow cycle beginning April 1, 2015 through March 31, 2016. More specifically, the AEADS projected that your yearly county taxes would be $841.15, and that your yearly homeowner’s insurance premium would be $2,426.00 (the premium amount provided by your insurer). Correspondingly, your total disbursements for your escrow cycle beginning April 1, 2015 through March 31, 2016 were calculated to be $3,267.15, which if spread over a twelve (12) month period is equal to $272.26 every month. We note here that the total escrow disbursements on the prior AEADS for this period had been estimated at $1,808.54.As previously stated, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning April 1, 2015 through March 31, 2016. Please note that CMS will only collect 1/12th of your total projected escrow disbursement for your yearly county taxes and your yearly homeowner’s insurance premium. Correspondingly, the total escrow cushion that CMS may collect for this period was $272.26, which represented one (1) month of escrow payments. Based on the calculations from the February 27, 2015 AEADS, your low point escrow balance was negative $2,219.43. As a result, in order to reach a low point escrow balance of $272.26, the allowed 1/12th escrow cushion, CMS needs to collect an escrow shortage in the amount of $2,491.69. Please note that this escrow shortage was spread over a twelve (12) month period starting with your April 1, 2015 payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $299.66, from $555.87 to $885.53.On March 9, 2015 [redacted] received a policy renewal from [redacted]. The policy effective dates were from April 8, 2015 through April 8, 2016 and the annual premium was $2,611.00. This annual premium was disbursed from your escrow account on March 9, 2015.On April 1, 2015 you spoke with the Customer Service Department regarding the increase to your payment. The CMS representative reviewed the scheduled disbursement on your escrow account. The representative confirmed that due to an increase to your insurance premium the analysis completed on February 27, 2015, projected an escrow shortage and resultantly an increase to your mortgage payment. During this call you stated you were considering paying the escrow shortage on your loan in order to decrease your mortgage payment.Later on June 17, 2015 you spoke with [redacted] and advised that you had changed your insurance carrier. On this day [redacted] completed a conference call with you and your insurance agent. During this conversation you provided verbal authorization to cancel your [redacted] policy which was originally effective from April 8, 2015 to April 8, 2016, and once cancelled was only in effect from April 8, 2015 to May 18, 2015. Please note that because you provided a verbal confirmation and authorization to cancel your [redacted] policy, your policy information was updated in the loan servicing system as being cancelled effective April 29, 2015. During this conversation [redacted] requested a copy of your new homeowner’s insurance policy. Your agent stated that the new policy would be generated once the [redacted] policy was cancelled through their system.Later that day, you again spoke with [redacted] and advised that your new insurance company was not [redacted], as previously indicated, but was actually [redacted]. You stated that your agent would be providing [redacted] with a fax copy of the policy once the new policy was generated. During this conversation [redacted] advised you that once the [redacted] policy was cancelled, [redacted] would issue you an unearned premium refund. The [redacted] representative advised you that this refund would need to be refunded back to your escrow account in order for CMS to be able to disburse funds for your new policy through [redacted]. Please note, our review has confirmed that shortly after you cancelled your [redacted] policy on April 29, 2015, [redacted] did in fact issue you a refund of the policy paid on March 9, 2015, in the amount of $2,324.00.Later on June 19, 2015 [redacted] received a policy from [redacted] which was still active and paid in full; therefore, the lender placed insurance cycle was canceled. However, CMS has confirmed that on this same day, [redacted] also received a Notice of Cancellation from [redacted] effective April 29, 2015. On June 23, 2015 [redacted] called your agent and advised her that no proof of insurance had been received from [redacted] for your loan. Your agent stated she could not locate an active [redacted] policy for your property.Then on June 24, 2015 [redacted] received proof of insurance from [redacted], policy number [redacted], which was effective from April 29, 2015 through April 29, 2016. The annual policy premium was for the amount of $1,422.00. On June 29, 2015, [redacted] also received a Notice of Cancellation from [redacted] for nonpayment of premium with an effective date of July 24, 2015. Therefore [redacted] disbursed $1,422.00 from your escrow account to [redacted] in order to avoid cancellation. Please note this check was mailed via [redacted] overnight mail.On July 2, 2015 [redacted] verbally verified that the [redacted] policy was paid in full by you and was reinstated. Nevertheless, on July 24, 2015 [redacted] received a refund check from [redacted] for $1,422.00, which was applied to your escrow account on July 29, 2015. [redacted] confirmed that the reason for the refund was because you had already paid the yearly premium separately.On July 21, 2015 you spoke with a CMS representative and requested that an escrow analysis be completed on your loan. You also provided a one-time verbal authorization to disclose account information to your spouse [redacted] regarding the new [redacted] policy. Your spouse confirmed that the [redacted] policy was paid in full. [redacted] advised your spouse that [redacted] had also paid this policy from the escrow account and that if a duplicate payment did exist, that the refund should be remitted back to CMS to be applied to the escrow account.As you requested, on August 4, 2015 CMS completed an analysis of your escrow account and sent you an updated AEADS. For your reference, attached hereto please find a copy of the August 4, 2015 AEADS. The purpose of the August 4, 2015 AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, 2015 through July 31, 2016. More specifically, the AEADS projected that your yearly county taxes would be $841.15, and that your yearly homeowner's insurance premium would be $1,422.00. Correspondingly, your total disbursements for your escrow cycle beginning August 1, 2015 through July 31, 2016 were calculated to be $2,263.15, which if spread over a twelve (12) month period is equal to $188.59 every month.As previously stated, CMS is authorized to collect no more than 1/12th of your total projected escrow disbursement for your escrow cycle beginning August 1, 2015 through July 31, 2016. Please note that CMS will only collect 1/12th of your total projected escrow disbursement for your yearly county taxes and your yearly homeowner's insurance premium. Correspondingly, the total escrow cushion that CMS may collect for this period was $188.59, which represents one (1) month of escrow payments.Based on the calculations from the August 4, 2015 AEADS, your low point escrow balance was negative $1,050.64. As a result, in order to reach a low point escrow balance of $188.59, the allowed 1/12th escrow cushion, CMS needed to collect an escrow shortage in the amount of $1,239.23. Please note that your escrow shortage was spread over a twelve (12) month period starting with your August 1, 2015 payment. Resultantly, that is the reason why your overall monthly mortgage payment decreased by $188.05, from $885.53 to $697.48.Please note that [redacted] has confirmed that your [redacted] policy, number [redacted] was cancelled for underwriting reasons effective July 24, 2015. Later on August 26, 2015 [redacted] received an updated homeowner’s insurance policy from [redacted], policy number [redacted], with a yearly premium of $1,234.00, with the effective date of August 21, 2015 to August 21, 2016. This premium was paid from your escrow account on August 27, 2015. Please note that a new AEADS is scheduled to be completed on your loan effective February 26, 2016.On January 14, 2016 your Authorized Third Party (“ATP”) [redacted] called [redacted] to review the escrow account. The CMS representative reviewed and confirmed the escrow shortage for your escrow account. Further the representative confirmed that two policy premiums were paid from your escrow account, which contributed to the escrow shortage. The ATP stated she had not received a refund from [redacted], but that she would inquire directly to [redacted] to request a refund.As a result of our investigation we find no evidence of wrongdoing on CMS’s behalf. While we understand you would have preferred a different outcome, we respectfully submit that the administration of your escrow account reflects that the account has been handled accurately at all times. Further, CMS must respectfully decline your request to refund you mortgage payments. As of the date of this letter your loan is due for the March 1, 2016 mortgage payment.Lastly, 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 throughFriday, 8:00 AM to 5:00 PM, Eastern Time.Sincerely,[redacted]Customer Advocate

July 15,2015[redacted] RE: Loan No.: [redacted] Primary Borrower: [redacted] Co-Borrower: [redacted] Property Address: [redacted] Complaint I.D. No.: [redacted]Dear [redacted] and [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 26, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.As we understand the complaint, you claim that you completed a refinance of the loan that wasbeing serviced by CMS on May 19, 2015. On June 3, 2015, after your loan was paid in full,CMS issued you an escrow refund in the amount of $2,138.88 which you claim was $88.25 lessthan the amount of the escrow refund due to you. On June 17, 2015, you sent CMS a writtenrequest to refLmd you the remaining $88.25; however, CMS did not respond to this request as thesignature on your inquiry did not match CMS's records. You are requesting that CMS refundyou the additional $88.25.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 wascontractually current and showing due for the April 1, 2015 mortgage payment.A review of our records found that, the co-borrower filed for protection under a Chapter 7Bankruptcy, case number 11-20462 on February 28, 2011. On July 13, 2011 the courts grantedthe co-borrower's request to discharge all secured and unsecured debts listed on her originalpetition. As the co-borrower failed to reaffirm the debt prior to obtaining the discharge, she wasno longer personally liable to repay the discharged debt; however, the discharge did notextinguish the lien on the subject property.On May 5, 2015, CMS issued you the attached Payoff Statement that provided you with anamount of $195,104.98 required to satisfy the loan in full on or before June 1, 2015. On May 19,2015, CMS received payoff proceeds in the amount of $195,104.98. These funds were appliedto your outstanding principal balance in the amount o f$193,438.98, interest due in the amount of$1,612.00, and to a recording fee in the amount of $54.00. After the application of these funds,your escrow account contained a balance of $2,227.13.On May 20, 2015, you contacted CMS via an online chat session. During this onlineconversation, the CMS representative notified you that your loan was showing as paid off andthat the escrow refund would be sent to you within thirty days of the receipt of the payoffproceeds. The CMS representative provided you with the recent escrow account activity, thebalance of your escrow account and indicated that as of that moment it appeared that an escrowrefund would be sent to you in the amount of $2,227.13. Because your escrow balance was inthe amount of $2,227.13 at the time of the online chat session, it is CMS 's assertion that it wasreasonable for the CMS representative to assume that the amount of the escrow refund at thattime was $2,227.13. Attached for your ease of reference is a copy of the online chat session.On June 3, 2015, CMS issued you an escrow refund in the amount of $2,138.88 which left$88.25 in your escrow account. The remaining $88.25 was withheld for the mandatory paymentof your FHA Mortgage Insurance Premium ("MIP"). It is important to note that the monthlyFHA MIP payments are paid in arrears and are paid to the U.S. Department of Housing andUrban Development ("HUD"). Because your loan was paid off after May 1, 2015, an additionalFHA MIP payment would need to be paid in June 2015 for the month of May 2015.On June 5, 2015, CMS disbursed the final FHA MIP payment to HUD in the amount of $86.37which was $1.88 less than your previous FHA MIP payment of $88.25. On June 18, 2015, aCMS representative provided you a detailed itemization of the payoff proceeds and informed youthat CMS properly withheld $88.25 for the payment of your final FHA MIP payment. On July 8,2015, CMS issued you a final escrow refund in the amount of $1.88 which brought your escrowaccount balance to $0.00. A copy of your loan payment history as well as the loan servicingsystem payment codes and definitions are attached for your ease of reference.In regards to the concerns raised regarding the written inquiry CMS received on June 17, 2015,we have confirmed that a review of your signature on the written inquiry did not match thesignature that was affixed to your loan origination documents, copies of which are also attachedhere for your ease of reference. While CMS sincerely apologizes for any inconvenience that youexperienced due to CMS's policy not to diisclose loan or personal information by responding toan inquiry that provided a signature that did not match CMS's records, CMS's intent was toprotect your non-public personal information should such written inquiry have originated froman unauthorized third party.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan,has properly managed the payoff of your loan and has properly withheld funds from your escrowrefund to pay the May 2015 FHA MIP payment to HUDon June 5, 2015. To the extent thatstatements in your letter consist of allegations of wrongdoing of any nature by CMS orotherwise, all such allegations are denied. Should you wish to further discuss the paid off loan,we encourage you to contact CMS's Customer Service Department at [redacted] for furtherassistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely, [redacted],Customer AdvocateCC: Revdex.com