Carrington Mortgage Services LLC

January 8, 2015[redacted] RE: LoanNo.:  [redacted] Borrower: [redacted] Property Address: [redacted] Complaint I.D. No.: [redacted]Dear Mrs. [redacted]:The Customer Advocate Department of Carrington Mortgage...

Services, LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com regarding the above-referenced loanreceived in our office via email on December 11, 2014. CMS is committed to responsiblelending and servicing and we would like to address any concerns you may have. The followingis our response to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this loan transferred from Bank of America("BOA") to CMS on or about August 2, 2014. Attached for your ease of reference is a copy ofthe August 2, 2014 Notice of Service Transfer ("Hello Letter") sent to you by CMS that notifiedyou of the service transfer. At the time of the service transfer your loan was contractuallycurrent and showing due for the August 1, 20 14 payment.It is important to note, that while CMS began servicing the loan as of August 2, 2014, the RealEstate Settlement Procedures Act ("RESP A") 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 RESPA sixty day period expired at the end of business onOctober 2, 2014.It is important to note that CMS transmits loan and payment data to the major credit reportingagencies on or about the tenth day of the following month. Because the RESP A sixty day periodexpired on October 2, 2014, the information CMS reported on or about November 10, 2014 forthe month of October 2014 is also required to be suppressed. We are able to confirm that CMSwas scheduled to begin reporting loan and payment information to the major credit reportingagencies on or about December 10, 2014 for the month of November 2014.On December 2, 2014, you contacted CMS and explained that you were actively in the processof refinancing your loan and that CMS's credit reporting was causing delays with your refmanceprocess. The CMS representative explained that in order to dispute any credit reporting made byCMS, you would need to send a written request to CMS and provided you with the fax numberto CMS' s Customer Service Research Department.On December 8, 2014, CMS received a written inquiry from you disputing the loan and paymentinformation that CMS had not yet reported to the major credit reporting agencies. Pursuant toCMS's credit reporting procedures, CMS appropriately issued you the attachedacknowledgement letter and suppressed the credit reporting on your loan for a period of sixtycalendar days. This resulted in CMS suppressing the loan and payment information for themonth of November which was scheduled to be reported on December 10, 2014.On December 18, 2014, you contacted CMS and requested that CMS complete a Verification ofMortgage form ("VOM") to continue with your refinance process. The CMS representativeprovided you with the fax number to send in the VOM form and provided you with the normaltum-around time of three to five days.That same day, your Authorized Third Party ("ATP"), Mr. Thomas [redacted] contacted CMS.During this phone conversation, Mr. [redacted] requested that CMS contact Mr. Devin Murray withGulf State Financial Mortgage on a conference call. CMS then contacted Mr. Murray whoagreed to send CMS the VOM form which CMS received that day. Later that day, CMScompleted the attached VOM and faxed it to Mr. Murray at (205) 588-1332. On January 2,2015, CMS received funds for the purpose of a full payoff of your loan. As of the date of thisletter, your loan is showing paid off in full.Based on the foregoing, we believe the record is clear that CMS has properly suppressed thereporting of loan and payment information for your loan. Should you wish to further discuss anyaspect of your loan, we encourage you to contact our Customer Service Department at (800) 561-5467 for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at (866) 874-5017, Monday throughFriday, 8:00 AM to 5:00 PM, Eastern Time.Sincerely, [redacted]Customer AdvocateCC: Revdex.com

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a complaint regarding the above-referenced loan received in our office via email onDecember 3, 2014. CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may...

have. The following is our response to the issue(s) raised in theinquiry.As you are aware, the servicing of this Federal Housing Administration ("FHA") insured loanwas transferred from JPMorgan Chase Bank N.A. ("JPMC") to CMS on or about December 3,2013. Attached for your ease of reference is a copy of the December 4, 2013 Notice of ServiceTransfer ("Hello Letter") sent to you by CMS that notified you of the service transfer.At the time of the service transfer your loan was contractually current and showing due for theDecember 1, 2013 payment in the amount of $2,690. 72. A review of your loan payment historyshows that on December 30, 2013, CMS received and applied your December 1, 2013 payment.Because CMS did not receive a payment from you in the month of January 2014, CMS begandiligent attempts to contact you. Regretfully, you failed to return the numerous telephone callattempts that CMS made to speak with you.Because your January 1, 2014 payment became more than thirty days delinquent, CMS issuedyou the attached mortgage assistance communication informing you of the no-cost lossmitigation programs that may be available to assist you in avoiding foreclosure on February 5,2014. On February 15, 2014, CMS received and applied your January 1, 2014 payment and onMarch 31, 2014, CMS received and applied your February 1, 2014 payment. CMS then receivedfunds on May 14,2014 which were applied to the March 1, 2014 mortgage payment.On June 6, 2014, CMS issued the attached Notice of Intent to Foreclose ("NOI"). This noticeexplained to you that your loan was in default for the non-payment of the April 1, 2014contractual payment and provided you with the amount of $8,722.33 as the amount required tocure the loan delinquency. This letter also notified you that failure to cure the delinquencywithin thirty days may result in acceleration of the sums secured by the Mortgage and in the saleof the property. Although CMS continued numerous attempts to contact you, CMS continued toreceive no response.On June 14, 2014, CMS received and applied your April 1, 2014 mortgage payment. Due to thecontinuing delinquency, CMS issued you a second NOI on June 26, 2014. This second NOInotified you that your loan was in default for the non-payment of the May 1, 2014 contractualpayment and provided you with the amount of $6,025.63 as the amount required to cure the loandelinquency. This letter also reminded you that failure to cure the delinquency within thirty daysmay result in acceleration of the sums secured by the Mortgage and in the sale of the property.CMS continued consistent attempts to contact you over the following months; however, each ofthe telephone contact attempts still resulted in no contact from you. On July 18, 2014, and onAugust 18, 2014 CMS received funds from you that were appropriately applied to the May 1,2014 and June 1, 2014 mortgage payments.On October 6, 2014, CMS received funds in the amount of$2,705.91 , dated September 29,2014,via check number 3604. At the time of receipt, your loan was severely delinquent and showingdue for the July 1, 2014 mortgage payment. Upon receipt of these funds, CMS reviewed yourloan and confumed that you did not contact CMS to make payment arrangements to make onlyone of the past due payments. Because CMS is under no obligation to accept one paymentwithout arrangements to bring the loan contractually current, these funds were returned to you onOctober 6, 2014.Included with the returned payment was a notice sent to you by CMS that informed you thatCMS was returning your payments because CMS required you to pay the total amount necessaryto bring the loan contractually current. In addition, CMS informed you that the total amount duemust be sent to CMS via certified funds and provided you with multiple avenues to remitcertified funds to CMS including Western Union Quick Collect, Money Order, or Cashier'sCheck.Although CMS unsuccessfully attempted to contact you for more than ten months, you finallyreturned CMS's contact attempts on October 14, 2014. During this phone conversation, youinquired as to why CMS recently returned your payment. The CMS representative informed youthat, due to the fact that multiple payments were delinquent at that time, CMS would not acceptsingle payments without arrangements to bring the account current. You went on to explain thatunexpected home repairs led to the default of your loan. Because you notified CMS that youintended to retain the property, the CMS representative sent you a blank Home AffordableModification Program ("HAMP") application that same day.On October 20, 2014, you contacted CMS and inquired whether CMS would accept one paymentfrom you at that time. You explained to the CMS representative that at the time you received theOctober 6, 2014 letter that notified you to send payments to CMS via certified funds, you hadalready mailed the payment to CMS. The CMS representative informed you that the paymentwould not be posted as the total amount due to bring the loan current was required by CMS atthat time. The representative also notified you of the available loss mitigation programsdesigned to assist you in avoiding foreclosure such as a repayment plan or a loan modification.On October 21, 2014, CMS received certified funds in the amount of $2,705.91, dated October15, 2014, via check number 2230436. Because the funds did not represent the total amount due,these funds were returned to you the same day. On October 27, 2014, you contacted CMS andstated that you would be calling CMS on October 31,2014 to remit two payments to CMS. TheCMS representative informed you that CMS would accept no less than three of the fourpayments that were due at that time.On October 28, 2014, CMS spoke with you and discussed the fact that CMS previously returnedtwo payments to you. You explained that you fell behind on your mortgage payments due tohaving to pay for major home repairs. You explained that you were waiting for the loanmodification package that was sent to you on October 14, 2014. In another effort to assist you,the CMS representative requested a new blank HAMP loan modification application which wasmailed to you on October 30, 2014.On November 5, 2014, you contacted CMS and explained that when you previously sent in onepayment, CMS returned the payment to you. You informed the CMS representative that youwere able to send two payments to CMS at that time. The CMS representative informed you thatyour loan was in default of the July 1, 2014 payment and that CMS would only accept four of thefive payments that were due at the time as the loan was not in foreclosure. You notified theCMS representative that you were unable to make the required four payments.The CMS representative then inquired whether you received the two HAMP applications thatwere sent to you in October and encouraged you to complete and return the HAMP application toCMS at your earliest convenience. You explained that you did not want to complete the HAMPapplication. When the CMS representative informed you of the other options to bring your loancurrent, such as a repayment plan, you declined this option and stated that you wanted CMS toaccept two of the five payments that were due.Due to the ongoing delinquency, the subject loan was reviewed and approved for foreclosureeffective November 20, 2014. The loan was contractually delinquent and due for the July 1,2014 payment at the time of the foreclosure referral.That same day, you contacted CMS and informed the representative that you currently had twoof the five payments that were due at that time. You explained that you were able to secure anadditional two payments and would be able to send a total of four payments to CMS once thefunds were made available to you by your financial institution. It is important to note thatbecause the loan had been referred to foreclosure earlier that day, CMS would be unable toaccept less than the total amount due to reinstate the loan from foreclosure.On November 26, 2014, you contacted CMS and requested that the CMS representative accept aphone payment for four of the five payments that were due at that time. The CMS representativeinformed you that CMS would be unable to accept a phone payment in excess of $10,000.00 dueto the fact that your loan was referred to foreclosure. The CMS representative informed you thatin order to review your Joan for a re-payment plan, your investor requires that you remit arequest for mortgage assistance to CMS. You agreed to complete and return your request formortgage assistance to CMS in the near future.On December 9, 2014, CMS received your initial loan modification application for considerationunder HAMP. As required, CMS placed the foreclosure process on hold. A preliminary reviewof your application found that your application was complete. Accordingly, CMS issued theattached Initial Package Acknowledgement - Complete Notification on December 10, 2014. OnDecember 15, 2014, you contacted CMS and requested that the CMS representative provide youwith the status of your loan modification request. The CMS representative informed you thatCMS received your completed application which was under review. The CMS representativeexplained that CMS would notify you if any additional information was required from you. Asof the date of this letter, CMS is moving forward with the review of your application and ispending receipt of your federal tax transcripts and property title report.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loanand appropriately returned payments to you after you sent less than the full amount required tobring your loan current. It is also clear that while CMS immediately began attempts to offer youmortgage assistance as far back as February 5, 2014, CMS was not in receipt of your mortgageassistance application until December 9, 2014. Should you wish to further discuss the pendingloan modification review, we encourage you to contact the Home Retention Department at (866)874-8560 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 ###-###-####, Monday throughFriday, 8:00AM to 5:00PM, Pacific Time. Sincerely,[redacted]Customer Advocate

August 6, 2015
[redacted]
RE: Application No.: [redacted] Loan Applicants: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

Dear Mr. and Ms. [redacted]:
The...

Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 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 the inquiry.
As we understand the complaint, you are dissatisfied with the level of service that CMS’s Mortgage Lending Division (“MLD”) has provided to you in its attempt to assist you with your loan finance needs. You claim that CMS provided you with incorrect disclosures on May 29, 2014; however, you also note that CMS provided you with corrected disclosures on June 2, 2015. You further allege that you were initially promised a closing date of June 30, 2015, but the Loan Officer (“LO”) and his supervisor did not return your calls until you spoke with CMS’s regional manager, and shortly thereafter, the LO contacted you and informed you that the June 30, 2015 closing date was delayed until July 15, 2015. The loan did not close on July 15, 2015 as expected and you feel that CMS’s communications with you have been dishonest.
A review of our records found that you initially applied for a fixed rate Federal Housing Administration (“FHA”) insured loan during a telephone conversation with a representative of CMS on or about May 27, 2015. During this telephone call, you provided CMS with a property address of 1455 Plymouth Drive, Irwin, PA 15642 with a loan amount of $88,369.00. A copy of this initial Uniform Residential Mortgage Application (“URLA”) is included here for your ease of reference.
Shortly thereafter, CMS provided you with disclosures based on the information contained within your URLA. You then notified CMS that the property address you had previously provided was incorrect. Because CMS also discovered that the loan amount of $88,369.00 outlined on your initial URLA was less than the loan amount you desired, CMS took the necessary actions to obtain a new URLA from you. Accordingly, CMS completed a new telephone interview with you and began the necessary actions to assist you in completing a new URLA on June 2, 2015.
That same day, CMS completed your new attached URLA which provided CMS with the correct property address of [redacted] and a loan amount of $95,243.00, and issued you the attached Good Faith Es[redacted]ate (“GFE”) with the property address of [redacted] CMS then withdrew your incorrect initial loan application on June 3, 2015. While CMS sincerely apologizes for any inconvenience you may have experienced due to the address and loan amount discrepancies on your initial disclosures, CMS respectfully submits that the disclosures were based on information provided to CMS during the telephone interview on May 27, 2015.
Over the following weeks, CMS worked to complete the necessary processing of your loan application. On June 25, 2015, your file was sent to the loan processor for final preparation and once completed the file would be sent to CMS’s Underwriting Department. CMS understands that a projected closing date of June 30, 2015, was initially established, and was later rescheduled to July 15, 2015. While CMS does its very best to provide potential borrowers with an estimated closing date and a timeline of the expected approval, an approval is never guaranteed or promised until the time that the loan finance transaction is formally approved.
On July 6, 2015, the processor completed the preparation of your loan file and sent your file to CMS’s Underwriting Department for review. On July 9, 2015, the underwriter determined that after including all of your debt obligations, your financial circumstances resulted in Debt to Income (“DTI”) ratios that were outside of the allowable range for the FHA loan for which you applied. Consequently, your loan finance transaction was suspended until the concerns regarding your debt obligations could be resolved. Over the following weeks, CMS worked with you to resolve the debt obligation issues and your file was then sent back to the underwriter for further consideration. On July 23, 2015, CMS conditionally approved your loan finance request and issued you the attached Conditional Loan Approval.
Please be advised that as of August 5, 2015, there are still outstanding conditions that have not been satisfied. Currently, CMS is not in receipt of your 2013 Federal Tax Transcripts after gathering information from your tax return to complete a 4506-T form and providing such form the Internal Revenue Service (“IRS”). The Internal Revenue Service (“IRS”) has rejected CMS’s attempts to obtain your tax transcripts for 2013 tax year because the address within the 4506-T form did not match the address on file with the IRS. The IRS requires the addresses contained within the 4506-T form to match the IRS’s records before tax transcripts are provided to CMS.
Please note that the file cannot be resubmitted to the underwriter until all outstanding conditions have been satisfied. Consequently, it is the responsibility of the loan applicant(s) to ensure that all outstanding conditions are received by CMS in order to continue with the review of your loan finance process.
It is also important to note that on August 4, 2015, CMS refreshed your credit reports and discovered that your credit reports contain additional debt as well as a new collection account that were not included within the initial credit reports received by CMS. These credit items have substantially affected your DTI ratios and the loan no longer falls within required ratios for a FHA loan. Upon determining that the current DTI ratios no longer fall within required ratios for a FHA loan, CMS’s Regional Director is reaching out to you to explore any possible remaining options that will allow CMS to move forward with its goal to provide you with loan financing.
CMS understands that you are dissatisfied with the lack of communication you received from your LO and his supervisor. While CMS’s records do show that CMS communicated with you, we acknowledge that the communication from CMS could have been more frequent. CMS would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced due to any lack of communication with you from CMS.
In closing, CMS acknowledges that your loan finance request could have been processed faster and that the communication with you could have been more frequent; however, CMS believes that based upon your specific financial circumstances, as well as the events that led up to your complaint, the loan application process was completed in a manner that falls within the bounds of federal, state and local laws. Moreover, we submit that, due to your financial circumstances, the ultimate outcome at this stage would have been the same regardless of any perceived breakdowns in communication. Should you wish to further discuss any aspect of your loan finance process, we encourage you to contact Mr. [redacted], CMS’s MLD Regional Director at (714) 350-[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 (866) 874-5017, 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, P.O Box 3489, Anaheim, CA 92803, or calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-5474.
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern time or by mail at P.O. Box 3489, Anaheim, CA 92803.

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.Complaint Type:  Billing or Collection Issues  I originally filed a complaint (# [redacted]) with the Revdex.com stating Carrington Mortgage would not finalize my transfer loan. My loan was finalized a month after they received the complaint! Thank you Revdex.com for your help! My new concern is that after they   finalized the loan they claim I owe $1585.42 for property inspection fees (my property was never vacant, abandoned or loan in default) late charges, door lock changes, reinstatement fees, property insurance fees, and attorney fees. I was making on time monthly payments while they were dragging their feet "Processing the loan" from the transfer date of June 2014 until it was finalized March of 2015. In the 9 months I repeatedly inquired about completing the loan, I was assured all the fees would fall off once it was finalized and not to worry. The day Carrington Mortgage received my loan I was sent unnecessary threatening foreclosure letters even though I was making agreed monthly payments. I called every time I received these letters and they  assured me it was a "Process and to ignore the letters, my loan would be finalized ASAP." In the final documents it doesn't state an exact amount owed for these erroneous fees. since the final documents have been signed I'm not able to pay my mortgage online or through the automated system because my account (according to them) always shows in arrears ($1585.42). I'm also assessed a monthly late fee because of said arrears. I have asked Carrington Mortgage for the photos of the  so called "Property Inspections" and "Door lock changes" that never took place. All the fees Carrington Mortgage claims I owe are erroneous due to the fact that they purposefully dragged their feet to complete the final documents (in order to make   money) until the Revdex.com got involved. The services they claimed they performed are false. It's my experience that Carrington Mortgage takes advantage of homeowners. It does not take 9 months to complete a loan transfer unless of course it's a money  making scheme preying on hardworking citizens.Desired Resolution: Billing AdjustmentsDesired Outcome:    i would like the $1,585.42 removed from my account ASAP.  Regards,
[redacted]

February 28, 2017     [redacted]               RE:      Complaint ID No.:        [redacted]...

           Loan No.:                    [redacted] and [redacted]                         Property Address:       [redacted]                                                 Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a Revdex.com (“Revdex.com”) complaint regarding the above-referenced loan we electronically received on February 8, 2017 (the “Complaint”).  CMS is committed to responsible lending and servicing and would like to address any concerns you may have.  The following is our response to the issue(s) raised in your February 8, 2017 Complaint.   As we understand the Complaint, you claim that on November 25, 2016, you received a $784.00 check from CMS (the “Check”), which you deposited into your bank account on November 28, 2016.  You claim that on December 1, 2016, you checked your bank account and determined that CMS placed a “stop payment” order on the Check resulting in you incurring a $30.00 stop payment fee (the “Stop Payment Fee”).  You claim that on December 5, 2016, you contacted CMS to discuss the Check and the CMS representative allegedly informed you that CMS accidently misapplied the Check towards your loan ending in [redacted].    You further claim that CMS stated it would reimburse the Stop Payment Fee, assuming you provided the documentation CMS requested.  The Complaint further alleges that on December 7, 2016, you submitted evidence that your bank assessed the Stop Payment Fee (the “December 7 Documents”).    Further, you claim that on December 13, 2016, CMS deemed the December 7, 2016 Documents to be insufficient because CMS required you to submit a ten to thirteen day “running balance account statement” to ensure the Stop Payment Fee was not previously credited back to your account.  You further claim you submitted the requested bank statements and have been trying to resolve the Stop Payment Fee issue since December 2016.  However, CMS allegedly refuses to give you a credit for the Stop Payment Fee.   Your desired resolution requires CMS to reimburse you for the Stop Payment Fee and to provide you with a written apology for their alleged servicing errors.   First, to the extent that the statements in your Complaint consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are denied.   Upon review, our records indicate that on September 16, 2016, due to an inadvertent payment processing system error a payment misapplication occurred on your loan.  Specifically, the payment processing system misread the loan number on a check in the amount of $1,024.91, and as a result this payment was misapplied to your loan.  This payment was applied to your October 1, 2016 payment in the amount of $745.67 ($410.95 to principal, $195.41 to interest and $139.31 to escrow), and $279.24 was applied to principal curtailment.    On October 12, 2016, CMS issued a payoff statement to CMS Mortgage Lending, as you were in the process of a refinance.  This payoff statement indicated that your payoff amount was $64,462.62, good to November 1, 2016.  Attached for your ease of reference is a copy of this statement.    On October 15, 2016, a payment was received from you in the amount of $745.67.  This payment was applied to your November 1, 2016 payment in the amount of $745.67.    On October 31, 2016, CMS received a payoff in the amount of $64,462.62.  That same day, this payoff was applied to your loan.  Below for your ease of reference is a summary of how these funds were applied.  Please note that your loan was showing due for the December 1, 2016 payment at the time of this payoff.   Principal balance:                                    ...⇄ $63,582.92 Interest:                                   �...⇄ $    193.32 Recording Fees:                                     �...⇄ $       12.00 Escrow account (surplus):                               $     674.38 Total:                                     ...⇄ $64,462.62   Thereafter, on November 16, 2016, CMS issued a $745.67 refund check (the “Refund Check”) because it mistakenly believed you overpaid at the time you fully paid off your loan ending in [redacted] in October 2016.  On November 18, 2016, CMS discovered the misapplied payment mentioned above in the amount of $1,024.91, which had been misapplied to your loan ending in [redacted].  CMS attempted to reverse the payment and apply the funds to the correct loan; however, your loan was already paid off.  Therefore, on November 18, 2016, CMS placed a “stop payment” on the refund check in the amount of $745.67.  Please note that CMS was only able to recover $745.67 of the total payment of $1,024.91, which left a shortfall of $279.24 still due.   Our records further indicate you contacted CMS on December 5, 2016 to discuss the Refund Check and the resulting Stop Payment Fee the bank assessed. The CMS representative requested you to fax copies of your running bank account statements listing the Stop Payment Fee.  You expressed displeasure towards the representative’s request and terminated the phone call.  On December 7, 2016, and despite CMS’s running bank account statement requirement, you faxed CMS a general bank statement as evidence that your bank assessed the Stop Payment Fee.  However, because you submitted the incorrect account statement, CMS was unable to review your request for a refund at the time.    On December 14, 2016, you called CMS and during this call you spoke with a CMS Supervisor.  The CMS Supervisor informed you that the bank information you had submitted was not showing the aforementioned $30.00 you claim that you incurred for the stop payment.  The CMS Supervisor explained what was needed to review your request.  Our records further indicate that CMS has not received the requested running bank account statements necessary to investigate the Complaint’s allegations.    Solely, as an expression of our commitment to the highest standards of customer satisfaction, and in consideration of any inconvenience that this misapplication and stop payment may have caused you, CMS has agreed not pursue recovery of the remaining balance of $279.24 ($1,024.91-$745.67=$279.24), which resulted in a $279.24 windfall credit to you. To reiterate, these funds were initially applied to your account incorrectly due to a system error, and did not represent payments made by you. You were not entitled to the benefit of the funds, and our inability to recover the entire amount left you with funds which were not due to you.   In light of the above, we must decline your request for an additional $30.00 for the bank fee you indicate you incurred for the stop payment of the of $745.67 refund check.  Nevertheless, we would like to take this opportunity not only to express our sincere apologies for any inconvenience that you may have experienced, but also to thank you for bringing this matter to CMS’s attention.  CMS is always looking for ways to improve service levels and your feedback is important us.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at ([redacted]) [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES     -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at [redacted], or by going to www.consumerfinance.gov/find-a-housing-counselor.   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at 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].

After a few days of when all phone calls and emails from Carrington Mortgage stopped,I recieved a letter in the mail saying we had been denied a refinance ,When in fact I have in my possesion an email saying that they  stopped the refinance process upon my request and no further action will be...

taken.I can send you all of these conversations at any time if this will help in resolving this matter.

March 3, 2016
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
[redacted]
[redacted], [redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted], [redacted], [redacted]
Dear Mr....

[redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on February 17, 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 allege that CMS’s online payment website limits your ability to process your monthly mortgage payments and recurrently rejects your account password. Consequently, you state that you are unable to make your monthly mortgage payments before the due date resulting in late fees assessed to your account. Also, you go on to say that your monthly mortgage payment amount increased and that you were not provided with an explanation or reason for the increase. Lastly, you also claim that despite numerous phone calls to CMS, all of the representatives have been unable to assist you with your online account and have been unprofessional and uncooperative. As a result, your desired resolution is for CMS to activate your online account, remove any late fees that may have been assessed to your loan, correct your credit report with the credit reporting agencies, and provide you with an explanation in regard to the mortgage payment amount increase.
As a preliminary matter, we would like to take this opportunity to remind you that all 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 the account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. Consequently, we strongly encourage you to remit your monthly mortgage payments to CMS on or before the due date to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment.
In regard to your CMS online payment account, our records confirm that your account is active and unblocked. In other words, we find no evidence as to why you would be unable to access your online account and submit a mortgage payment. As a suggestion, please make certain that you are using a personal computer when accessing your online payment account and making a mortgage payment. If you are using a public computer, such as a computer in the local public library, the network system security features may be restricting your ability to make a mortgage payment in an effort to protect your confidential and private information. If, however, you are using a personal computer and need assistance resetting your account password, please contact our Customer Service Department directly at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time.
Furthermore, please know that CMS does offer several convenient payment options. For a complete list of all available payment options and applicable fees (if any), please visit our website at [redacted].
With respect to your allegations regarding unexpected payment increases, our records indicate that on May 27, 2015 CMS analyzed your escrow account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”). For your reference, attached hereto as Exhibit “A” please find a copy of the May 27, 2015 AEADS. The purpose of the May 27, 2015 AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, 2015 and ending July 31, 2016. More specifically, the AEADS projected that your yearly special taxes would be $616.00, your yearly school taxes would be $797.25, your yearly county taxes would be $579.70, your yearly FHA insurance premium would be $481.92, and that your yearly homeowners insurance premium would be $969.00. Correspondingly, the total disbursements for your escrow cycle beginning August 1, 2015 and ending July 31, 2016 were calculated to be $3,443.87, which if spread over a twelve (12) month period is equal to approximately $286.98 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 the borrower’s 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, 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 the escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amount. If you want to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at www.hud.gov.
Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August 1, 2015 and ending July 31, 2016. Please note that CMS will only collect 1/6th of your total projected escrow disbursement for your yearly special taxes, your yearly school taxes, your yearly county taxes, and your yearly homeowners insurance premium. CMS does not include the disbursement for your yearly FHA insurance premium in the collection of the 1/6th monthly escrow cushion amount. Correspondingly, the total escrow cushion that CMS may collect is $493.64, which represents approximately two (2) months of escrow payments.
Based on the calculations from the May 27, 2015 AEADS, your low point escrow balance was -$582.92. As a result, in order to reach a low point escrow balance of $493.64, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $1,076.56. Please note that the escrow shortage will be collected over a twelve (12) month period starting with your August 1, 2015 payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $105.53, from $976.89 to $1,082.42.
Additionally, if you cannot afford your new monthly mortgage payment or you are experiencing a financial hardship, please know that CMS does offer various mortgage assistance programs. If you would like to explore the mortgage assistance opportunities that may be available to you, we encourage you to visit our website at [redacted] or call our Home Retention Department to speak with a representative at [redacted], Monday through Friday, from 7:00AM to 5:00PM, Pacific Time.
As of the date of this correspondence, your payment history reflects that your account is paid through February 2016 and next due for the March 1, 2016 mortgage payment in the amount of $1,082.42. If you want to review your payment history and account balances, we encourage you to log in to your CMS online account by visiting [redacted].
Based on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalf. Additionally, our records are clear that all of the CMS representatives you have spoken with have been cooperative, professional, and willing to assist you with your online account. While we understand your frustration with your prior unsuccessful attempts to log in to your CMS online payment account, we are unable to find any indication that your online account is blocked or inactive. As a result, CMS respectfully denies your request to waive any late fees assessed to your account since our records indicate that the late fees were assessed correctly and pursuant to the terms of your loan documents. Moreover, CMS submits that the collection of the escrow cushion is permitted by law and common within the mortgage industry. Therefore, CMS will continue to comply with federal law and collect the allowable escrow cushion. Furthermore, please know that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to your account status and payment history. Correspondingly, we also submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment history.
In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], [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, 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], [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], [redacted].
TEXAS:
Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted], [redacted], [redacted]. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted].

August 16, 2016   [redacted]               RE:      Loan No.:                   ...

[redacted]                         Primary Borrower:      [redacted]                         Co-Borrower:              [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 August 4, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you claim that CMS has improperly notified the credit reporting agencies that the December 2015 and June 2016 mortgage payments were paid more than thirty days late.  You state that you have never paid any of your mortgage payments late and you are requesting CMS to update the credit reporting for your loan to reflect that these two mortgage payments were paid timely.   At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from Bank of America N.A. (“BANA”) to CMS on April 2, 2015.  On April 6, 2015, CMS issued a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS.  At the time of the service transfer your loan was contractually current and showing due for the April 1, 2015 mortgage payment.  We are able to confirm that CMS received your April 1, 2015 through November 1, 2015 mortgage payments within the same month that each of the payments became due as shown below.   Payment Due Date Amount Received Date Received Month Paid 04/01/2015 $2,499.11 04/16/2015 04/01/2015 05/01/2015 $2,400.11 05/29/2015 05/01/2015 06/01/2015 $2,400.11 06/22/2015 06/01/2015 07/01/2015 $2,400.11 07/16/2015 07/01/2015 08/01/2015 $2,542.84 08/17/2015 08/01/2015 09/01/2015 $2,621.81 09/30/2015 09/01/2015 10/01/2015 $2,520.98 10/16/2015 10/01/2015 11/01/2015 $2,520.98 11/17/2015 11/01/2015   As of December 10, 2015, CMS was not in receipt of your December 1, 2015 mortgage payment.  Accordingly, CMS issued the attached letter notifying you that your loan was past due and that if CMS was not in receipt of your December 1, 2015 mortgage payment on or before December 16, 2015, a late charge in the amount of $100.83 would be assessed to your loan. On December 18, 2015, CMS issued you a new letter that informed you CMS was still not yet in receipt of your December 1, 2015 mortgage payment and that a late charge in the amount of $100.83 was assessed to your loan.   We would like to take this opportunity to remind you that all payments are due on the first day of each month, and are considered late as of the second day of the month. If the payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loan.  Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.  We encourage you to remit your payment to CMS on the date that it becomes due to prevent late fees, or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment.   CMS is uncertain as to why you claim that your December 1, 2015 mortgage payment was paid timely, as CMS was still not in receipt of your December 1, 2015 payment on January 6, 2016 when CMS issued another letter notifying you that your loan was thirty days past due.  This letter encouraged you to apply for mortgage assistance if you were having financial difficulty in paying your mortgage payments.  It was on January 15, 2016, when you accessed CMS Interactive Voice Response (“IVR”) telephone payment system and made a telephone payment in the amount of $2,722.64 which was sufficient to satisfy your December 1, 2015 mortgage payment.   Over the following months, CMS received monthly mortgage payments from you and although the payments were received by CMS on or near the last day of the month, the payments were received by CMS within the same month that each of the payments became due as outlined below.  Accordingly, no derogatory information was reported to the credit reporting agencies for the payments that became due from January 2016 through May 2016.   Payment Due Date Amount Received Date Received Month Paid 01/01/2016 $2,520.98 01/29/2016 01/01/2016 02/01/2016 $2,520.98 02/29/2016 02/01/2016 03/01/2016 $2,520.98 03/31/2016 03/01/2016 04/01/2016 $2,643.47 04/30/2016 04/01/2016 05/01/2016 $2,620.98 05/31/2016 05/01/2016   As of June 10, 2016, CMS was not in receipt of your June 1, 2016 mortgage payment.  Thus, CMS issued you a new letter notifying you that your loan was past due and that if CMS was not in receipt of your June 1, 2016 mortgage payment on or before June 16, 2016, a late charge in the amount of $100.83 would be assessed to your loan. On June 18, 2016, CMS issued you another letter informing you that CMS was still not yet in receipt of your June 1, 2016 mortgage payment and that a late charge in the amount of $100.83 was assessed to your loan.   On July 19, 2016, you accessed CMS’s online payment system and made an electronic mortgage payment in the amount of $2,722.64 which was sufficient to satisfy your June 1, 2016 mortgage payment.  CMS is uncertain as to the reason you believe this payment was paid timely as our records show that this payment was received well after the month in which it became due.  On August 1, 2016, CMS received funds in the amount of $2,520.98 which were sufficient to satisfy your July 1, 2016 mortgage payment. That day, CMS applied those funds to your July 1, 2016 mortgage payment.  As of the date of this letter, your loan is past due for the August 1, 2016 mortgage payment.   In light of this information, CMS respectfully submits that the December 2015 and June 2016 mortgage payments were in fact received by CMS after the month in which the payments became due and were properly reported to the credit reporting agencies as being thirty days delinquent.  It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information.  We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information.  We are, therefore, unable to make the requested changes to the reported information.   For your ease of reference, please find a copy of your loan payment history along with the loan servicing system payment codes and definitions.  Please be advised that should you identify any payment that was successfully debited from your bank account but that is not reflected within the loan payment history, front and back copies of the negotiated payment should be sent to CMS along with a written statement notifying CMS of any perceived application error.   Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint.  If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time.  You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, [redacted] or fax your correspondence to [redacted].   Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.   Based on the foregoing, we believe the record is clear that CMS has properly reported loan and payment information to the credit reporting agencies.  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.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

October 8, 2015
[redacted]
RE: Loan No.: [redacted]
Case No.: [redacted]
Property Address: [redacted]
Dear Mr. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services,...

LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on September 18, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your complaint.
As we understand your recent complaint, you stated that CMS cashed and processed your June 1, 2015 payment on June 23, 2015; however, the July 1, 2015 payment was also cashed but not credited to your loan. You also cited that you had sent in your bank statement indicating the July 2015 payment had cleared your financial institutions but received no response from CMS. Your desired resolution is to locate the July 2015 payment, have the payment posted to your loan and remove any false information that may have been reported to the credit agencies ([redacted] and [redacted]).
We have completed a review of your loan and find that on August 14, 2015 you contacted our Customer Service Department and spoke with a representative regarding the July 1, 2015 payment. During your conversation, you stated that you received a letter advising that the July 1, 2015 payment was not received; however, you advised our representative that you did send the payment to CMS. The representative encouraged you to fax a letter and a copy of your bank statement as proof the payment in question had been received and processed by CMS.
On August 17, 2015, check number [redacted] for $780.33 was located and applied to the July 1, 2015 payment using the effective date received of July 22, 2015. It is our finding the funds were inadvertently applied to another loan in error as your payment was misrouted due to the fact that it was delivered to our lockbox facility with no loan number, no payment coupon from the billing statement and no instructions as to its proper application.
You also allege you submitted multiple complaints to CMS but that we had failed to respond to the issues raised in your complaints. Our records indicate that our Customer Research Department received two written complaints from you. One complaint was received on September 11, 2015 and the second complaint was received on September 15, 2015. Since the complaints were not signed by you, our Customer Research Department issued two responses advising that all correspondence to CMS must bear your signature.
Please be advised that it is CMS’s policy to require all written complaints/disputes to contain the borrower’s actual signature and such signature must match one or more of the original loan documents. This action is taken by CMS in an effort to protect the non-public private information of its customers and is within the bounds of federal, state and local laws and the related servicing agreement. CMS respectfully submits that the practice to require a physically signed complaint/dispute is common within the mortgage servicing industry.
Lastly, in regard to the “Notice of Intent to Foreclose” issued on August 6, 2015, you may disregard the notifications issued to you as the July 1, 2015 payment was located and applied to your loan. A request has also been submitted to remove the $20.00 Property Inspection fee that was billed to your loan on September 3, 2015. As of the date of this letter, your loan is contractually current and due for the October 1, 2015 payment.
In closing, your July 1, 2015 payment was located and applied to your loan using the effective date received of July 22, 2015, the “Notice of Intent to Foreclose” issued on August 6, 2015 may be disregarded, a request has been submitted to remove the $20.00 Property Inspection fee billed to your loan, and the delinquency reported to the credit agencies in connection with the July 1, 2015 payment has been removed. Again, please accept our sincere apology for any inconvenience this issue may have caused you.
We trust this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00 AM to 5:00 PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate Department
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

December 22, 2016         Original response sent via REGULAR MaIl   [redacted]
*
            [redacted]      [redacted]...

[redacted]                    [redacted]
                        [redacted]           [redacted]
                        [redacted]       [redacted]   Dear Mr. and Mrs. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on December 5, 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.   At the outset, please know that our Customer Advocate Department originally received your initial inquiry filed with the Consumer Financial Protection Bureau (“CFPB”) via the CFPB Portal on November 21, 2016. Accordingly, our Customer Advocate Department researched the loan and a response was sent to the CFPB on December 20, 2016. On that same day, a copy of the response was sent to your attention via regular mail. For your reference and review, enclosed please find a copy of CMS’s response to your November 21, 2016 inquiry.   After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most recent correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is required.  Moreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims.   Lastly, to comply with federal law, CMS provides all customers with a disclaimer confirming our status as a debt collector. Please understand that CMS’s intent when providing you with the disclaimer is not to make any statement regarding the status of your account, but is instead intended to protect you, as our customer, by notifying you that any information you discuss with our office might be used to collect a debt in the event your account were to become delinquent. In other words, CMS provides you with the disclaimer out of an abundance of caution and with the objective of helping you to protect your rights as a consumer. If you wish to have a better understanding of debt collection and your rights as a consumer, CMS encourages you to visit the consumer webpage of the Federal Trade Commission website at http://www.consumer.ftc.gov/.   We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate Department   CC:      Revdex.com   IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567.  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-5474.   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.

January 18, 2017
[redacted]
PO Box [redacted], CA [redacted]
RE: Loan No.: [redacted]
Borrower: [redacted] Property Address: [redacted] Complaint No.: [redacted]

Dear Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on January 9, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As you are aware, our Customer Service Research Department originally received an inquiry from you on September 15, 2016 which raises some of the same issues as this complaint. Accordingly, the loan was researched and a response was sent to you by CMS’s Customer Service Research Department on October 12, 2016.
On November 7, 2016, our Customer Advocate Department received an inquiry from you via the Revdex.com which raises the same issues as the complaint CMS received from you on September 15, 2016. Because your Revdex.com complaint continued to raise the same concerns that were already addressed by CMS’s Customer Service Research Department within the October 12, 2016 response, CMS issued a new response to you on November 23, 2016 which provided you with additional information including additional supporting documents to clarify CMS earlier response to you.
At about the same time you filed the above referenced Revdex.com complaint, you also filed an identical complaint with the Consumer Financial Protection Bureau (“CFPB”) which also raises some of the same issues as your most recent complaint. Resultantly, CMS issued the attached response to you via the CFPB Portal on December 2, 2016.
As you know, you then filed another identical complaint with the California Department of Business Oversight (“CA DBO”) which was received in our office on November 14, 2016. Upon review, CMS determined that your CA DBO complaint was somewhat similar and/or identical to the complaints CMS received from the CFPB and the Revdex.com earlier that month. As required, CMS issued a response to you via regular mail with a copy to the CA DBO via email on December 1, 2016.
Then, on November 15, 2016, our Customer Advocate Department received another complaint directly from you that was addressed to a CMS executive which also raises the same issues as your most recent Revdex.com complaint. As you may recall, your inquiry indicated that copies of your correspondence were sent to the Consumer and Governmental Affairs Bureau (“CGAB”), the U.S. Department of Housing and Urban Development (“HUD”), the Department to Corporations (“DOC”), the California Bureau of Real Estate (“CBRE”), the U.S. Department of Justice (“DOJ”), and to the Revdex.com. After determining that this complaint did not raise any new issues that were not previously addressed in detail by CMS, a response was issued to you by CMS on December 14, 2016.
That same day, CMS’s Customer Advocate Department received a new complaint that you filed with the Revdex.com which continued to raise the same concerns that CMS had already responded to in detail. Because CMS determined that your complaint did not raise any new concerns or provide CMS with additional information necessary to change CMS’s position on the matter, CMS issued a response to you on December 21, 2016 that encouraged you to review the prior responses in their entirety as all issues you raised were already thoroughly addressed by CMS.
Copies of the above-referenced response letters are included here for your review. Please note that while the combined response letters have provided you with numerous pages of documents to support CMS’s responses to you, CMS is not attaching another copy of the same supporting documents that have already been provided to you in an effort to avoid unnecessary duplication of efforts.
As we understand your most recent complaint, you express dissatisfaction with the information CMS has provided to you in its December 21, 2016 response. In an effort to change CMS’s position on the issues at hand, you again claim that CMS delayed sending a payoff statement to [redacted] Loans (“[redacted]”) a claim that appears to be based upon information provided to you by [redacted]. You also restate the same claims that you have made in each of your prior complaints in that you attempted to make your December 1, 2015 mortgage payment to CMS via telephone. You again acknowledge that you received confirmation of that phone payment transaction; however, that payment was later returned unpaid by your banking institution. You state that you received notification of the returned payment eleven days later and that if CMS would have notified you of the returned payment earlier, you would have been able to replace the payment within that same month.
In response to your claim that CMS delayed sending a payoff statement to [redacted], we are unable to find any evidence in our review of your account to substantiate your claim. CMS is also uncertain as to why any party would claim that it would take CMS thirty days to provide a payoff statement. CMS does not, in fact, require thirty days to process a payoff statement, and routinely processes payoff requests in a reasonable timeframe within industry standards. In light of this information, CMS specifically rejects any suggestion that CMS notified [redacted] that it would take thirty days to provide a payoff statement for your loan.
As you know, all mortgage payments are due on the first day of each month and if the payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loan. Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. We encourage all borrowers to remit mortgage payments to CMS on the date that they become due to prevent late fees, or derogatory credit reporting for any unexpected issues that may arise when making monthly mortgage payments.
While we understand you elected to delay remittance of your December 1, 2015 mortgage payment because you intended to refinance your loan, CMS respectfully submits that CMS spoke with you on December 3, 2015 in an attempt to collect your December 1, 2015 mortgage payment. During that telephone conversation you explained that you intended to make your December 1, 2015 mortgage payment at a later date. CMS respectfully submits that you knowingly took a risk by choosing to make that payment at a later time.
As outlined within CMS’s November 23, 2016 response letter, you were responsible for the accuracy of the information you entered into CMS’s Interactive Voice Recognition (“IVR”) telephone payment system on December 11, 2015 and December 22, 2015. CMS takes no responsibility for any inaccurate information you entered into the IVR system. Based upon the information CMS provided to you within that response letter, it is undisputable that you entered incorrect banking information into the IVR system on two separate occasions that caused your payments to be returned unpaid.
While CMS would prefer to notify borrowers of returned payments earlier, CMS respectfully submits that you were promptly notified of the returned payments shortly after CMS was notified that your banking institution returned the payment unpaid due to your entering of incorrect banking information within CMS’s IVR phone payment system.
As further outlined within CMS’s November 23, 2016 response letter, the confirmation information you received when you attempted to make the December 11, 2015 and December 22, 2015 IVR phone payments was only intended to notify our customers that we have received their transaction request and is not intended to constitute, nor is it, a confirmation that their payment was successfully applied to their account. Simply put, the confirmation information was provided to you solely as confirmation that your payment transaction was processed.
As previously advised, CMS did not successfully receive your December 1, 2015 mortgage payment until your loan was paid in full on January 7, 2016 which was more than thirty days after the December 1, 2015 mortgage payment became due. Consequently, we have determined that the information reported to the major credit reporting bureaus properly reflects your payment history and loan information. Therefore, we are unable to make the requested changes to the reported information.
In closing, please further note that we are unable to identify any new issues that have not been previously addressed in detail by our office as your most recent correspondence appears to be substantially similar or even identical to correspondence previously addressed in detail by CMS on multiple occasions. Because we have now addressed these issues on multiple occasions, we will not respond to future correspondence raising substantially the same or identical claims.
Based on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalf. Specifically, our records are clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, and has properly serviced your loan pursuant to the terms of your mortgage loan agreement.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted] Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-5474.
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.

March 30, 2016
[redacted]
RE:      Complaint ID No.:                  [redacted]
Loan
No.:  ...

                             [redacted]
Property
Address:                   [redacted]
Dear Mr. [redacted]:
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint
filed with the Revdex.com (“Revdex.com”) received in our office via email
on March 3, 2016.  CMS is committed to
responsible lending and servicing and we would like to address any concerns you
may have.  The following is our response
to the issue(s) raised in the inquiry.
As we understand your complaint,
you allege that in January 2015 CMS increased your monthly payment by $234.43,
and did not provide you any explanation for this increase.  In addition, you indicate that when you
called CMS to inquire about the increase, you were informed that it was due to
an escrow shortage and an increase in your property taxes.  You go on to say that you checked with [redacted]
County and discovered that your property taxes have been over-paid.  You state that you called CMS and spoke with
the Tax Department who confirmed CMS had over-paid your property taxes by
$895.66 and as a result, CMS would be completing an updated escrow
analysis.  Additionally, you claim that
you were informed by CMS that you could pay the regular monthly payment amount
while CMS completed an updated escrow analysis. 
However, shortly after this arrangement was made, you started receiving
collection calls from CMS, and when you called CMS to inquire about these
calls, you were informed that your loan was showing delinquent. Lastly, you
request that CMS remove the requirement of the escrow cushion on your loan,
remove any late fees assessed to your loan and also remove any late payments
reported to the credit agencies.
At the outset, please note that
the servicing of this Veteran’s Administration (“VA”) insured loan was
transferred from [redacted] (“[redacted]”) to CMS on or about October 2,
2015.  Attached for your ease of
reference is a copy of the September 23, 2015 Notice of Service Transfer
(“Hello Letter”) sent to you by CMS that notified you of the service
transfer.  At the time of the service
transfer your loan was showing contractually due for the October 1, 2015
payment. 
While CMS began servicing the
loan on October 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at
12 USC 2605(d) prevents CMS from treating any payment as late for any purposes
until the expiration of sixty days after the effective date of the servicing
acquisition.  This sixty day period is
specifically intended to allow the acquiring servicer the necessary time to
receive the acquisition file from the prior servicer and to ensure the records
of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and
complete post-transfer diligence and escrow analysis that are due within sixty
days of the acquired date. 
Upon review, our records show
that on November 20, 2015, an Escrow Analysis was completed.  This Escrow Analysis was completed as part of
the post service transfer requirements mentioned above.  That same day CMS sent you an Annual Escrow
Account Disclosure Statement (“AEADS”). 
A copy is attached for your ease of reference.  The purpose of the AEADS was to advise you of
your projected escrow activity for your escrow cycle beginning January 1, 2016
and ending December 31, 2016. More specifically, the AEADS projected that your
yearly county taxes would be $1,797.90, and your yearly homeowners insurance
premium would be $1,841.50.  Correspondingly,
your total disbursements for your escrow cycle beginning January 1, 2016 and
ending December 31, 2016 were calculated to be $3,639.40. The total projected escrow advances divided by twelve (12)
equals $303.28 per month and represents the required escrow payment beginning January
1, 2016. 
In addition, please note that a
mortgage servicer is permitted by law to collect an escrow cushion. An escrow
cushion is a minimum amount of money held in your escrow account to prevent
your escrow balance from being overdrawn. The reason that escrow cushions are
permitted is that, from time to time, payments for escrow items may become due
in excess of funds available in the escrow account. Because escrow items remain
the borrower’s responsibility, lenders are permitted to collect a cushion in
case payments due for such items exceed available funds.  Specifically, the Real Estate Settlement
Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th
(i.e., up to two months of escrow payments) of the total annual projected
escrow disbursements made during an escrow cycle which is over a twelve-month
period. Additionally, when your escrow balance reaches its lowest point during
the escrow cycle, that balance is targeted to be your 1/6th escrow
cushion amount. If you wish to have a better understanding of RESPA, escrow
accounts, and your rights as a consumer, CMS encourages you to visit the U.S.
Department of Housing and Urban Development website at [redacted].
In light of the above, CMS is
authorized to collect no more than 1/6th of your total projected
escrow disbursement for your escrow cycle beginning January 1, 2016 and ending
December 31, 2016. The total escrow cushion that CMS may collect is $606.56. 
For an
explanation of the escrow shortage please refer to the next section of the
AEADS, below the Projected Escrow Activity from January 1, 2016 and ending
December 31, 2016 and note the projected low point
balance of -$1,559.48 for September 2016. 
Looking at the next column for the same date under “Required”, please
note that the low point balance should be $606.56 (1/6th cushion).  As such, CMS is collecting -$1,559.48 shortage
and the $606.56 required low point balance, which added together, equals $2,166.04.  This escrow shortage is being
collected over a twelve (12) month period starting with the January 1, 2016
payment, resulting in a monthly shortage collection in the amount of $180.50.  The following is a summary of the total
payment amount beginning January 1, 2016.
Principal and Interest Payment                       $   646.31
Escrow Payment                                             $  
303.28
Escrow Shortage        
                                   $   180.50
Total:                                                               $1,130.09
Thereafter,
during the post-transfer diligence review, CMS
identified that the second installment for the county taxes on your property in
the amount of $898.95 were showing due. 
Therefore, on November 2, 2015 CMS advanced this payment to [redacted]
County.  On December 10, 2015, CMS
received a refund in the amount of $898.95 from [redacted] County and stated the second
installment had been paid by the homeowner. 
As such, this payment was deposited back into your escrow account. 
On
January 15, 2016, after the refund in the amount of $898.95 was applied to your
escrow account, CMS completed an updated Escrow Analysis.  That same day CMS sent you the updated AEADS,
and a copy is attached for your ease of reference.  This AEADS advised you that the escrow
shortage had been reduced from $2,166.04 to $1,267.09, and your monthly payment
was reduced from $1,130.09 to $1,055.18 beginning with your January 1, 2016
payment. 
On January 21, 2016, you called CMS
and during this called you indicated that CMS had erroneously duplicated a
payment for your county tax bill.  The
CMS representative confirmed that CMS had made a duplicate payment for taxes in
November 2015; however, this payment had been refunded to CMS on December 10,
2015, and this payment had been applied back to your escrow account.  In addition, the CMS Representative informed
you that an updated AEADS had been completed on January 15, 2016 and your
payment amount had been adjusted.  You
requested a copy of the AEADS, and it was sent to you that same day.
On February 10, 2016, you called
CMS and during this call the CMS Representative informed you that your loan was
showing due for the January 1, 2016 and February 1, 2016 payments with a credit
in suspense in the amount of $895.66, which represented the payment you had
made on January 15, 2016.  The CMS
Representative explained that your payment in the amount of $895.66 received by
CMS on January 15, 2015, had been applied to suspense because it was short of
the full monthly payment of $1,055.18. You expressed concerns with the payment
amount and indicated that CMS had made a duplicate payment for your taxes and a
refund was due.  The CMS Representative confirmed
that CMS had made a duplicate payment for taxes in November 2015; however, that
payment had been refunded by the county tax collector to CMS on December 10,
2015, and the payment in the amount $898.95 had already been applied to your
escrow account.  Subsequently, this call
was transferred to the Escrow Department and you spoke with an Escrow
Specialist who explained the escrow analyses in detail.  Also on February 10, 2016, CMS received another
payment from you in the amount of $1,055.18, and this payment was applied to your
January 1, 2016 payment in the amount of $1,055.18.
On March 2, 2016, you called CMS
and you spoke to the escrow department and expressed concerns with the escrow
payment amount and the escrow cushion. 
You indicated that you believed another refund was due by the county tax
collector, and also stated you were unable to afford the higher payment of $1,055.18.  The CMS Escrow Specialist, explained that only
one refund was due as CMS had only paid one duplicate payment.  Additionally, the refund had already been
received by CMS and applied to your escrow account.  The CMS Escrow Specialist offered to spread
the repayment of the shortage over a longer period to help reduce the monthly
payment amount.  You agreed to this
proposal and also stated that you would be able to pay the total amount due to
bring your loan current of $1,256.90 by March 6, 2016.       
Subsequently, on March 3, 2016 CMS completed an updated Escrow Analysis.  That same day CMS sent you the updated AEADS,
and a copy is attached for your ease of reference.  This AEADS advised you that the escrow
shortage repayment had been spread over twenty-four (24) months, and reduced
your payment from $1,055.18 to $993.58 beginning with your March 1, 2016
payment.  The following is a summary of
the total payment amount beginning March 1, 2016.
Principal and Interest Payment                       $646.31
Escrow Payment                                             $303.28
Escrow Shortage        
                                   $ 
43.99
Total:                                                               $993.58
On March 8, 2016, CMS received a
payment from you in the amount of $1,256.90, and this sum was combined with the
funds in suspense of $895.66 for a total of $2,152.56.  That same day, CMS applied from suspense your
February 1, 2016 payment in the amount of $1055.18, and your March 1, 2016
payment in the amount of $993.58, and $61.60 was applied to principal
curtailment.  Additionally, as a one-time
courtesy CMS waived the outstanding late fees in the amount of $84.40.  Attached for your ease of reference is a
payment history that shows payment and escrow transactions and balance history
on your loan for the past 24 months.
On March 14, 2016, CMS completed a thorough review of your
escrow account and confirmed that were no other duplicate payments to the tax
collector on your loan and therefore, no other refunds are expected on your
account.  However, CMS did identify a
change in your homeowner’s insurance premium from $1,841.50 to $1,440.06.  As such, CMS made this adjustment to the
projected homeowner’s insurance payment due in May 2016, and also completed an
updated Escrow Analysis.  That
same day, CMS sent you an updated AEADS, and a copy is attached for your ease
of reference.  This AEADS advised you
that your payment would change from $993.58 to $948.50 beginning with your April
1, 2016 payment.  The following is a
summary of the total payment amount beginning April 1, 2016.
Principal and Interest Payment                       $646.31
Escrow Payment                                             $269.83
Escrow Shortage        
                                   $ 
32.36
Total:                                                               $948.50
Based on the foregoing, we
conclude that the annual escrow analysis and payment adjustment were completed
in accordance with RESPA and the established loan servicing policy and
procedure for this FHA insured loan.  It
is important to note that the annual escrow analysis is required by law, and
payment adjustments may be required from time to time to ensure proper
accounting of escrow funds and also to insure sufficient funds for projected
disbursement for the payment of taxes and insurance.  While we understand you would have preferred
a different outcome, we respectfully submit that the collection of the cushion
is permitted by law and common within the mortgage industry. Therefore, CMS will
continue to comply with federal law and collect the allowable escrow cushion.  Lastly, please 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.
Please know that CMS remains committed to the highest standards
of customer satisfaction and will continue to do the utmost to assist any
customer with a complaint. If you wish to contact CMS regarding the
administration of your loan you may do so by calling our Customer Service
Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM,
Eastern Time. You can also send written correspondence including inquiries and
complaints about your mortgage to Carrington Mortgage Services, LLC, Attention:
Customer Service, [redacted] or fax your correspondence
to [redacted]. 
We trust that this communication
addresses all of the concerns noted in the complaint.  If you have any further questions, please
contact the undersigned at [redacted], Monday through Friday, 8:00 AM to
5:00 PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC:  Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about
your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing
to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include
your loan number on all pages of correspondence.  The CUSTOMER SERVICE
DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call
from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also
visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have
been discharged from personal liability on the mortgage because of bankruptcy
proceedings and have not reaffirmed the mortgage, or if
you are the subject of a pending bankruptcy proceeding, this letter is not an
attempt to collect a debt from you but merely provides informational notice
regarding the status of the loan.  If you are represented by an attorney
with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about
your account to credit bureaus. Late payments, missed payments, or other
defaults on your account may be reflected in your credit report.  As
required by law, you are hereby notified that a negative credit report
reflecting on your credit record may be submitted to a credit reporting agency
if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt
collector and it is for the purpose of collecting a debt and any information
obtained will be used for that purpose. This notice is required by the
provisions of the Fair Debt Collection Practices Act and does not imply that we
are attempting to collect money from anyone who has discharged the debt under
the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If
you would like counseling or assistance, you may obtain a list of HUD-approved
homeownership counselors or counseling organizations in your area by calling
the HUD nationwide toll-free telephone number at [redacted] or toll-free
TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or
by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT
NOTICE-
The Federal Equal Credit
Opportunity Act prohibits creditors from discriminating against credit
applicants on the basis of race, color, religion, national origin, sex, marital
status, or age (provided the applicant has the capacity to enter into a binding
contract); because all or part of the applicant’s income derives from any
public assistance program; or because the applicant has, in good faith, exercised
any right under the Consumer Credit Protection Act. The Federal Agency that
administers CMS’ compliance with this law is the Federal Trade Commission,
Equal Credit Opportunity, Washington, DC 20580.
-SCRA Disclosure-
MILITARY
PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the
military, please contact us immediately. 
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief.  For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our
determination.  You may request such
documents or receive further assistance by contacting Carrington Mortgage
Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

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

September 22, 2015
[redacted]
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Property Address: [redacted]
Dear Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in...

receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 3, 2015. CMS is committed to responsible lending and servicing and we would like to address your current concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you claim that at the time you purchased the property at [redacted] in 2010, your monthly payment with [redacted] was around $850.00 and that your payment increased to $872.23 with the prior servicer. You go on to state that after CMS acquired the servicing of your loan in the latter part of 2014 your payment increased to $889.00 and that you have recently received notice that in October 2015, your monthly payment will increase to $947.00. You are requesting an explanation of the increase to your escrow account since your loan has been serviced by CMS as your taxes have remained the same and there has been only a slight increase in your preferred homeowners policy.
We have completed a review of the loan and due to the transfer of your loan on October 2, 2014 from JP Morgan Chase to CMS; CMS is required to analyze the escrow account within the first sixty (60) days of the servicing transfer. Our records reflect the loan was analyzed on November 21, 2014 and the anticipated monthly escrow payment went from $156.94 to $173.99 which included the monthly escrow shortage payment of $23.37. The new payment divided the projected tax payment of $1,101.52, the projected hazard payment of $706.00 and the projected shortage of -$280.45 over a twelve (12) month period for a scheduled monthly escrow payment of $150.62 and a projected shortage payment of $23.37. The projected shortage took into account the required cushion amount of $150.62 and the anticipated shortfall of -$129.83. The required cushion was based on one twelfth (1/12th) of the required balance of one month’s escrow payment. For your ease of reference I have included a copy of the Annual Escrow Account Disclosure Statement (“AEADS”) for your review.
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 1/6th escrow cushion amount. If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted].
On November 3, 2014, our records indicate we paid $1,101.52 to [redacted] County for your taxes. After the payment of your taxes, the balance in your escrow account was negative -$142.39.
On April 09, 2015, our records indicate we paid $706.00 to [redacted] for your preferred homeowner’s insurance policy. Check number [redacted] was issued on April 10, 2015 to your preferred insurance carrier. After the payment of your preferred homeowner’s policy the balance in your escrow account was negative -$12.54. The policy paid on April 09, 2015 was processed in error and we have confirmed with [redacted] the funds were returned back to you as of April 20, 2015.
On May 15, 2015, our Insurance Department received notification there was an increase in your preferred homeowner’s policy. Your preferred homeowner’s insurance policy increased from $706.00 to $733.00. The same day a disbursement of $733.00 was issued for payment of the policy to [redacted]. Check number [redacted] was issued on May 16, 2015 for your preferred policy. After the payment of your preferred homeowner’s policy the balance in your escrow account was negative -$397.56.
On August 25, 2015, CMS analyzed your escrow account as part of the annual requirement ensuring the projected monthly escrow payment is calculated accurately based on the tax and insurance disbursements along with capturing any anticipated shortage. The annual analysis adjusted the anticipated monthly escrow payment from $173.99 to $232.53, which includes the monthly escrow shortage payment of $79.66. The new payment divided the projected tax payment of $1,101.52, the projected insurance payment of $733.00 and the projected shortage of -$955.99. The projected shortage took into account the required cushion amount of $305.74 and the anticipated shortfall of -$650.25. Due to the duplicate payment of your preferred homeowner’s policy the anticipated shortfall in the escrow account increased even though your taxes remained the same and your preferred homeowner’s policy had a slight increase of $27.00 for the year. Please note that CMS anticipated a higher cushion for this analysis due to the change in the escrow cushion from one twelfth (1/12th) to one sixth (1/6th) or two month’s escrow payments. For your ease of reference I have included a copy of the AEADS for your review.
In closing, 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 change in the required cushion in your escrow account to $305.74 for a total projected shortage of -$955.99.
Lastly, if you feel this payment is unaffordable you may contact our Customer Service Department at [redacted], between the hours of 8:00 AM to 8:00 PM, Eastern Time to request the escrow shortage to be spread over 24 months. If spreading the shortage is still unaffordable, we encourage you to complete the attached home retention application which can be submitted directly to our Home Retention Department, via email at [redacted] or via fax at [redacted] for further consideration.
We trust this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00 AM to 5:00 PM, Pacific Time.
Sincerely,
[redacted]
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].
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].

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

                             [redacted]
Property Address:                   [redacted], [redacted]  [redacted]
Dear Ms. [redacted] and Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on December 30, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you express concerns with CMS’s escrow cushion requirement which caused your monthly payment to increase by $200.00.  In addition, you indicate that this increase has caused you a financial hardship, impacting your ability to make your monthly mortgage payment on or before the due date and resulting in late fee assessments.  You go on to say that you do not agree with the escrow account changes, and would like CMS to change your payment back to $1,279.00.
At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on or about April 2, 2015.  At the time of the service transfer your loan was contractually due for the April 1, 2015 payment. 
While CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition.  This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date. 
Upon review, our records show that on May 27, 2015, an Escrow Analysis was completed.  This Escrow Analysis was completed as part of the post service transfer requirements mentioned above.  That same day CMS sent you an Annual Escrow Account Disclosure Statement (“AEADS”).  A copy is attached for your ease of reference.  The purpose of the AEADS was to advise you of your projected escrow activity for your escrow cycle beginning August 1, 2015 and ending July 31, 2016. More specifically, the AEADS projected that your yearly county taxes would be $4,631.11, your yearly homeowners insurance premium would be $814.00, and your FHA insurance premium would be $698.04.  Correspondingly, your total disbursements for your escrow cycle beginning August 1, 2015 and ending July 31, 2016 were calculated to be $6,143.15. The total projected escrow advances divided by twelve (12) equals $511.92 per month and represents the required escrow payment beginning August 1, 2015. 
In addition, please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds. 
Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle which is over a twelve-month period. Additionally, when your escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be your 1/6th escrow cushion amount. If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at [redacted]. 
In light of the above, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August 1, 2015 and July 31, 2016. The total escrow cushion that CMS may collect is $907.50.  It is important to note that the 1/6th calculation does not include any FHA insurance portion for this purpose.
Please also refer to the next section of the AEADS, below the Projected Escrow Activity from August 1, 2015 and July 31, 2016 and note the projected low point balance of -$1,006.08 for November 2015.  Looking at the next column for the same date under “Required”, please note that the low point balance should be $907.50 (1/6th cushion).  As such, CMS is collecting the          -1,006.08 shortage and the $907.50 required low point balance, which added together, equals $1,913.58.  This escrow shortage is being collected over a twelve (12) month period starting with your August 1, 2015 payment, resulting in a monthly shortage collection in the amount of $159.46.  The following is a summary of the total payment amount beginning August 1, 2015.
Principal and Interest Payment                       $   800.02
Escrow Payment                                             $   511.92
Escrow Shortage                                            $   159.46
Total:                                                               $1,471.40
On August 4, 2015, you called CMS and inquired about the monthly payment increase.  The CMS Representative explained the increase was a result of the escrow analysis that had been completed on May 27, 2015.  The CMS Representative also explain in detail the AEADS calculations, the 1/6th escrow cushion requirement, and the escrow shortage.  You indicated that you could not afford the increased payment amount.  The CMS Representative suggested having the escrow shortage spread over a longer period of time such as, tweenty-four (24) months to help reduce the monthly payment, and also provided you an estimated payment reduction of $80.00.  You indicated that the payment amount would still be too high, and asked to speak with a Supervisor.  While the CMS Representative located an available Supervisor the call was dsconnected.
Subsequently, on August 6, 2015, a CMS Supervisor called you, and during this call you explained that you could not afford the montly payment increase caused by the escrow cushion.  The CMS Supervisor explained that the required escrow cushion could not be removed; however, the escrow shortage could be spread over a longer repayment period such as, twenty-four (24) or thirty-six (36) months to help reduce the monthly payment amount.  You indicated that you wanted to have the shortage spread over thirty-six (36) months.  That same day, the CMS Supervisor submitted this request to the Escrow Department for processing.
On August 11, 2015, CMS completed an updated AEADS that spread the escrow shortage over thirty-six (36) months which reduced your payment from $1,471.40 to $1,366.71 beginning August 1, 2015.  That same day the updated AEADS was sent to you.  A copy of the AEADS is attached for your ease of reference.  The following is a summary of the total payment amount beginning August 1, 2015.
Principal and Interest Payment $   800.02
Escrow Payment                                    $   511.92
Escrow Shortage                       $     54.77 
Total:                                          $1,366.71
Your previous payment in the amount of $1,272.41 included a principal and interest payment in the amount of $800.02 and an escrow payment in the amount of $472.39.  Based on the projected escrow advances of $6,143.15 and the required 1/6th cushion for the escrow account, your prior escrow payment would have been insufficient and would have resulted in an escrow shortage.
On August 14, 2015, you called CMS and during this call you inquired about the possiblity of having the escrow shortgage spread for a longer period of time.  The CMS Representative explained that the longest period available for the repayment of the escrow shortage was  thirty-six (36) months.  On August 25, 2015, you made a payment using the CMS automated phone service in the amount of $1,421.37, and this payment was applied to your August 1, 2015 payment.
Thereafter, the records show that CMS received your monthly payments for the months following after the grace period and therefore, late fees were been assessed to your loan for these late payments.  Below, for your ease of reference is a payment summary that shows your payment transactions from the date of the service transfer to January 5, 2015.
Based on the foregoing, we conclude that the annual escrow analysis and payment adjustment were completed in accordance with RESPA and the established loan servicing policy and procedure for this FHA insured loan.  It is important to note that the annual escrow analysis is required by law, and payment adjustments may be required from time to time to ensure proper accounting of escrow funds and also to insure sufficient funds for projected disbursement for the payment of taxes and insurance.  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 collection of the cushion is permitted by law and common within the mortgage industry. Therefore, CMS will continue to comply with federal law and collect the allowable escrow cushion.   
Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted] 
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC:  Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC [redacted].
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

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]
 WANT TO THANK YOU FOR TRYING TO HELP. CARRINTON HAS NOT ANSWER AL MY QUESTIONS, BUT I WELL NOT CONTIUANED WITH THIS. THEY WELL  BUT LETS ALWAYS SAY THEY ARE RIGHT. CARRINTON DID NOT ANSWER THE QUESTION AS TO WHY THEY HAVE PUT AN ESCOWED  ACCOUNT IF I PAY FOR MY INSURANCE AND TAXES, THAT'S THE LAST QUESTION.  BUT I WELL LET THIS GO, I WELL JUST KEEP PAIDING WHAT THEY ASK ME.  BUT THANK YOU SO MUCH FOR YOUR HELP AND BEING THE MIDDLE MAN. SO LETS LET THIS GO. I'M TIRED OF FIGHTING. [redacted] SORRY FOR MY SPELLING.

May 20, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
[redacted]
RE: Loan No.: [redacted]
Case No.: [redacted]
Primary Borrower: [redacted]
Co-Borrower: [redacted]
Property Address: [redacted]...

[redacted]
Dear Mr. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via e-mail on April 30, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand the complaint, you allege that your loan was sold from [redacted], N.A. (“[redacted]”) to CMS and that you did not receive any notification from CMS about the sale. Additionally, you go on to say that as of April 30, 2015 you have not received any correspondence from CMS instructing you how to make your monthly mortgage payment. Moreover, you state that neither CMS nor [redacted] made you aware that your monthly payments would now be due on the first of each month. Additionally, you allege that you sent a mortgage payment in the amount of $973.00 to CMS and that a CMS representative advised you on April 28, 2015 that we showed no record of it being received. Lastly, you claim that when you called CMS to follow up on your payment you were unable to reach anyone and were on hold for a long time. Consequently, you want CMS to call you to discuss your payment options and to confirm if your payment has now been received.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, 2015. At the time of the service transfer your loan was contractually current and next due for the April 1, 2015 payment.
Based on a review of your loan, please be advised that CMS sent you a Notice of Servicing Transfer (“Hello Letter”) on April 6, 2015. The Hello Letter was sent to your home address at [redacted]. For your reference, a copy of the Hello Letter is attached hereto as Exhibit “A”. The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage loan payments effective April 2, 2015 and to advise you that your prior servicer, [redacted], would no longer accept payments received from you after April 1, 2015.
Additionally, the Hello Letter made you aware that, pursuant to federal law, CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of transfer. Also included in the Hello Letter was the address to submit the monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service Department. Lastly, the Hello Letter also enumerated the various methods available to you for making a payment and it included the processing fee for each method (if applicable), instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website.
Subsequently, CMS sent you a Notice of Sale of Ownership of Mortgage Loan (“NSOML”) on April 9, 2015. The NSOML was also sent to your home address at [redacted]. For your reference, a copy of the NSOML is attached hereto as Exhibit “B”. The purpose of the NSOML was to advise you, as required by federal law, that ownership of the mortgage loan had been sold, transferred or assigned to a new creditor. Moreover, the NSOML confirmed that your loan was sold on April 2, 2015 and that your new creditor was CMS.
Furthermore, the NSOML reminded you that your new servicer was CMS and provided you with a contact number and a scope of responsibilities that CMS would handle. Likewise, you were made aware that CMS would handle the ongoing administration of your loan which would include receipt and processing of payments, resolution of payment-related issues, and answering any other inquires you may have regarding your loan. Additionally, the NSOML further explained that the transfer of the lien associated with your loan would be recorded in the public records of the local County Recorder’s office for the county or local jurisdiction where your property is located.
We acknowledge that, during the period immediately after the transfer of the loans from [redacted], CMS experienced an unusually high volume of calls. Consequently, although CMS strives to answer all customer calls promptly, customers calling CMS may have occasionally experienced infrequent hold periods longer than we prefer while waiting to speak with a CMS representative. Please know that CMS made every effort to speak with all customers and answer as many calls as possible within a reasonable timeframe. Nevertheless, CMS understands your frustration and we sincerely apologize for any inconvenience you may have experienced. Additionally, we believe that the underlying causes for the delays have been resolved and it is unlikely that you will experience similar wait times going forward. Once again, CMS sincerely apologizes for any inconveniences you may have experienced and we will continue to improve on our services in order to offer a better experience for all of our customers.
Moreover, our records do indicate receipt of your most recent payment in the amount of $973.45 and that it was applied to your April 1, 2015 payment. For your reference, attached hereto as Exhibit “C” is a copy of your check (reference number 4612) received and applied to your loan by CMS on April 20, 2015.
Furthermore, on May 8, 2015 I personally called your home phone number and spoke with you regarding your concerns. During our call I confirmed that CMS was now in receipt of your payment in the amount of $973.45 and that it was applied to your April 1, 2015 payment. Additionally, I advised you that your loan was service transferred and sold to CMS as of April 2, 2015. During our call, you told me that you were going to send your May 1, 2015 payment the following day. In an effort to provide you with the best customer service, I gave your spouse , [redacted], all the contact information for our Customer Service Department should you ever need to call CMS in the future.
Likewise, I also informed you that if you would like to view your recent payment activity, make an online payment, or download a copy of your most recent billing statement, you would need to create an online account by visiting https://carringtonms.com and clicking on the “Get Access” link. Please note that by creating your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mail.
As always, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted]. Lastly, if you wish to learn more about the additional services available at CMS please visit our website at [redacted] to obtain that information.
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [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] – [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 May 3, 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 stated that you make your monthly payments online. You allege that CMS sent you a letter stating you were two months behind on your mortgage payments, and you go on to say that when you contacted CMS, you were informed that CMS never received your monthly payments. Lastly, you claim that you were advised the discrepancy was due to a banking error and your credit reporting would not be affected. Accordingly, you are requesting that CMS remove the negative credit reporting provided to the credit bureaus.That said, our records show that on November 16, 2015 you made an online payment through the Loan Servicing Website (“LSW’’) in the amount of $1,647.56. This payment was posted to the November 1, 2015 contractual payment.On December 10, 2015, CMS sent you a No Contact Notice which informed you that CMS was not in receipt of your December 1, 2015 payment in the amount of $1,647.56.On December 15, 2015, you made an online payment through the LSW in the amount of $1,647.56. This payment was applied to the December 1, 2015 payment.On January 15, 2016, you made a payment through the LSW in the amount of $1,647.56. This payment was applied to the January 1, 2016 contractual payment.On February 11, 2016, you made a payment through the LSW in the amount of $1,647.56. This payment was posted to the February 1, 2016 contractual payment.On March 11, 2016, you made another payment through the LSW in the amount of $1,647.56. This payment was posted to the March 1, 2016 contractual payment. Please note that, when you entered your banking information, you entered a routing number ending in [redacted] and a sixteen digit account number ending in [redacted].On March 16, 2016, CMS reversed the LSW payment you made on March 11, 2016 in the amount of $1,647.56 which was posted to the March 1, 2016 mortgage payment. The payment reversal left your loan due for the March 1, 2016 contractual payment.On March 17, 2016, CMS sent you a Return Speed-Pay Notice advising you that the LSW payment dated March 11, 2016 in the amount of $1,647.56 had been rejected due to “account number not found”.On March 17, 2016, a late charge in the amount of $41.71 was assessed to your loan bringing the total amount due to $1,689.27. The next day, on March 18, 2016, CMS sent you a No Contact/Late Charge Assessed Notice which clearly informed you that CMS was not in receipt of your March 1, 2016 payment in the amount of $1,647.56.On April 2, 2016, CMS generated and mailed you a mortgage assistance solicitation letter which listed several loss mitigation options that were available such as a Repayment Plan, Special Forbearance, Loan Modification, Short Sale/Pre-Foreclosure Sale and a Deed-in-Lieu of Foreclosure. This letter also encouraged you to complete and submit the enclosed mortgage assistance application directly to our Home Retention Department.On April 6, 2016, CMS issued a Notice of Intent to Foreclose (“NOI”) as the loan was in default because CMS had not received the installment payments due on and after March 1, 2016. As of the date of the NOI, the total amount required to cure the delinquency was $3,258.91.On April 12, 2016, CMS sent you a Delinquency Notice which informed you that your loan was delinquent and due for the March 1, 2016 and April 1, 2016 contractual payments.On April 16, 2016, you made a payment through the LSW in the amount of $1,647.56. This payment was posted to the March 1, 2016 contractual payment. Please note that, when you entered your banking information, you entered a routing number ending in [redacted] and a sixteen digit account number ending in [redacted].On April 18, 2016, CMS received a call from authorized third party (“ATP”) [redacted], stating that CMS had sent a letter advising that the loan was due for the March 2016 and April 2016 payments. The CMS Representative informed the ATP that the March 2016 payment was returned, and that on April 16, 2016 CMS had received a payment in the amount of $1,647.56 which was applied to the March 1, 2016 payment leaving the account due for the April 1, 2016 payment. It was during this call that the ATP confirmed that she he had used her debit card to make the mortgage payments for March and April 2016. It was at this time that the CMS Representative processed a check by phone payment in the amount of $3,232.20. The payment totaling $3,232.20 was applied to the April 1, 2016 and the May 1, 2016 payments in the amount of $1,569.64 each. The remaining funds were than applied to the $15.00 check by phone fee, outstanding late fees totaling $41.71 and $36.21 was applied to principal curtailment.However, on April 20, 2016 the payment made through the LSW on April 16, 2016 was reversed due to “account number not found”. Upon the completion of this payment reversal, your loan was contractually current and due for the May 1, 2016 payment.On May 12, 2016, you made a payment through the LSW in the amount of $1,653.06. This payment was applied to the May 1, 2016 contractual payment of $1,569.64 and the remaining funds of $83.42 were applied to the outstanding late fees.With that said, as of the date of this letter, your loan is current and due for the June 1, 2016 contractual payment of $1,569.64. Attached for your ease of reference is a current payment history including transaction codes and definitions. A copy of the online LSW payments screen prints dated March 11, 2016 and April 16, 2016 are also attached for your reference.In light of the above findings, our review has found no evidence that you were advised that the March 2016 and April 2016 payments were rejected due to a banking error. Our review shows that the payments in question were rejected as debit cards are not an acceptable form of payment. For future reference, we encourage you to use your bank account information when making payments through the LSW. Furthermore, we have also found no evidence that the CMS Representative advised the ATP that your credit reporting would not be adversely impacted. Resultantly, we have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information. Therefore, we must respectfully reject your request to remove the derogatory information reported.We trust that this communication addresses all of the concerns noted in your 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 AdvocateCustomer Advocate

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") received in our officevia email on March 5, 2015. CMS is committed to responsible lending and servicing and wewould like to...

address any concerns you may have. The following is our response to the issue(s)raised in the inquiry.As we understand your complaint, you state that you contacted CMS to request a change of bankaccount information on your auto-draft because you recently got married and legally changedyour last name and bank account. You claim that you initially sent CMS a written request onJanuary 28, 2015, and when you did not receive a response, you contacted CMS on February2014 and spoke to a CMS representative. You further claim that the representative instructedyou to complete and return an updated auto-draft form to change the bank account informationand also asked you to send a request via fax to cancel and stop the current auto-draft, which youstate was completed and sent to CMS that same day. You further state that on February 13,2015, you made the February 1, 2015 payment by phone; however, you were notified onFebruary 18, 2015 by your bank that CMS had drafted a payment from the old bank accountwhich caused over-draft charges. You indicate that you called CMS on February 23, 2015, andwere instructed by the CMS representative to fax your over-draft and bank information which therepresentative said would be referred to a Supervisor for review and response.On March 2, 2015, you called CMS again to confirm the new auto-draft account had beencompleted, and during this call you were informed that the prior auto-draft had not been canceledbecause your written request was missing your signature. Subsequently, another payment wasdrafted against your old bank account which resulted in additional overdraft charges. Youexpress concerns and feel that your credit is marred due to the over-draft payments.Additionally, you state that you have not received any response to your request forreimbursement of your over-draft charges or a returned call to the messages left for the CMSSupervisor.Upon review, our records confirm that on January 21, 2015, you contacted CMS and requested achange to your last name on your loan and also to the auto-draft bank account informationbecause you had legally changed your name and bank account due to your recent marriage. TheCMS representative instructed you to send this request in writing with the required form for theauto-draft change and the additional documentation needed to change your last name on the loan.On January 28, 2015, CMS received your correspondence requesting these changes. On thatsame day, CMS sent you a letter informing you that the auto-draft bank account informationcould not be completed because a voided check with your new bank account information wasmissing; however, the last name changes were completed.On February 10, 2015, you called CMS to check the status of the auto-draft changes, and spoketo a CMS representative who informed you that the auto-draft changes had not been completeddue to the missing voided check with the new bank account information. You were alsoinformed that the auto-draft with the old bank account number had not been canceled yet. TheCMS representative suggested that you send a written request to cancel the current auto-draft andprovided you a direct fax number to help expedite the cancelation request. Your fax wasreceived that same day and it was referred to the CMS Research department to process andcomplete.On February 2, 2015, an auto-draft was processed for the February 1, 2015 payment. OnFebruary 13, 2015, you called and made another payment by phone which was applied to theMarch 1, 2015 payment. On February 23, 2015, you called CMS and stated that CMS hadprocessed an auto-draft against your old bank account causing you overdraft fees. You alsoindicated that you had sent a request to cancel this auto-draft on February 10, 2015 and had beenpromised the request would be escalated to a Supervisor. The CMS representative explained thatit could take up to ten ( 1 0) days for the cancellation process to be completed. The CMSrepresentative also asked you to send copies of your overdraft charges and bank information viafax which would be forwarded to a CMS Supervisor to review your request for reimbursementand response.On March 2, 2015, an auto-draft payment was processed and credited to the April 1, 2015payment. However on March 3, 2015, this payment was returned unpaid; therefore, this paymentwas also reversed making the loan next due for the March 1, 2015 payment. On that same day,you called CMS again and stated that you had sent in all the requested documentation to have theold auto-draft canceled and the new auto-draft activated and to date it had not been completed.You requested to speak to a Supervisor and were informed that the Supervisor was not availablebut that a message would be forwarded to a Supervisor who would return your call. On March 9,2015, the cancellation of the old auto-draft was completed and on March 1 7, 20 13, the new autodraftwith updated bank account information was completed.On March 18, 2015 you contacted CMS and requested to speak to a Supervisor to discuss theover-draft charges by your bank. At that time, you were informed a Supervisor was not availablebut that a message would be forwarded to a Supervisor to return your call. On March 27, 2015,CMS Supervisor [redacted] called you and during this call Mrs. [redacted] expressed CMS'sincere apology for the delay in processing the auto-draft cancelation preceding the over-draftcharges and for any inconvenience that you may have experienced as a result of the delay. Healso agreed to waive any return check fees assessed to your loan by CMS and also agreed toreimburse you for the over-draft charges upon receipt of the bank infonnation that shows thecharges you incurred. Moreover, you agreed to send Mr. [redacted] copies of your bankinfonnation showing the over-draft charges you incurred in this matter by end of day March 31,2015.Based on the foregoing, we acknowledge that CMS missed opportunities to provide you with amore timely response to your request to cancel the auto-draft on the closed account and speakwith a CMS Supervisor. We would like to take this opportunity to thank you for bringing thismatter to CMS's attention. CMS is always looking for ways to improve service levels and yourfeedback is important us. We are confident that Mr. [redacted] will appropriate address the overdraftcharges once you provide the requested infonnation. We have also confirmed that as of thedate of this letter, your last name change and the new auto-draft account have been completed.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.Sincerely yours,[redacted]Customer AdvocateCarrington Mortgage Holding, LLC[redacted]  [redacted]  [redacted]Office: [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.
One, you either did not read my complaint or, two you did not understand my complaint.  My complaint was that I was never informed of my mortgage increasing by $105.  My complaint was that you did not do your due diligence as a company, when the first mortgage payment was short of the new mortgage payment amount, an attempt was never made to get in touch with me to advise the payment was short.  If you look at my document portal no correspondence was sent for July or August.  In my document portal I do see the correspondence that was supposedly sent in June showing the new mortgage amount.  This correspondence never arrived letting me know the payment was different than what I had been paying.  You can see from payments that I sent in, they were on time but for the old mortgage payment amount because I never received any correspondence stating otherwise even after the 1st payment was made and shorted because of your mistake or the correspondence stating mortgage payment change being lost in the mail.  If you look at my document portal you can see that the next correspondence that is listed after the June for July statement was supposedly sent is in September for October.  This is when I discovered you had raised my mortgage payment and I was trying to discover why because nothing was ever received explaining the difference or new payment amount until September.  My complaint is that you completely ruined two peoples credit that they had worked for their entire lives because you did not do your due diligence as a company to inform of a payment shortfall.  My complaint is I still continued to pay what I thought to be correct mortgage amount each month, your company can clearly see these payments were on time but not correct because I never received anything stating otherwise.  My complaint is that once I received correspondence in September finally showing different mortgage amount and discovering the shortfall I quickly acted to correct the situation and you still ruined two peoples credit that they had worked a lifetime to create.  The first time I called into customer service in September the customer service rep must not have been clear as to what was going on because she stated I had a credit on the account which is why I tried to put it on the Escrow shortage.  You still ruined two peoples credit they had worked their entire lives to create because you did not do your due diligence to inform us of a problem.  You can clearly see from payments made that they were on time but for the old mortgage amount and you can also clearly see once I received correspondence showing what was going on I quickly corrected the situation as to not cause a problem.  You still ruined two peoples credit they had worked their entire lives to create.  The only resolution I will accept is the correction of our credit report since payments were never late you just never sent correspondence and as soon as I discovered the problem I corrected as quickly as possible once I finally did receive correspondence from you.  Now you can either go back and reread my original complaint and see the inaccuracies in your response, read my many emails that I have sent you regarding the issue with no response or listen to the original conversation with the first customer service rep and discover the misrepresentations she made or the answers she gave.  Once again you have destroyed two peoples credit they had worked their entire lives to create and you have only had my loan since September, this is why I begged [redacted] to keep me because I wanted to stay with a reputable company because I knew something like this would happen if my loan was sold to someone I had never heard of before and it happened, you ruined two peoples credit they had worked their entire lives to create in less that six months because you are lacking in customer service.  One again your resolution is not accepted, I understand a mortgage payment going up it happens from time to time and it also goes down from time to time, my question was how it could go up by over $100 when it has never gone up or down by more than $20 over the last 6 years.  
Regards,
[redacted]