Carrington Mortgage Services LLC

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

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]

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]

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.There are quite a few inaccurate statements and claims in this response. I will do my best to respond to them directly. I do not have the advantage of being able to look at call logs and data entry notes about the dates of my calls. etcYour statement: A review of our records found that on February 20, 2015 CMS received a request for CMS toprovide you with a payoff statement. That same day, CMS processed and issued the attachedpayoff statement providing $175,015.88 as the amount to pay the loan off in full good throughApril 1, 2015. RESPONSE: There were multiple requests for a payoff made by our mortgage broker. We were given the run-around and were told that the request had to come from the account holder in writing so we had to submit a letter to get the payoff amount which the processing was still delayed.On March 5, 2015, CMS received funds in the amount of $175,015.88 of which, $173,359.79was applied to satisfy the unpaid principal balance, $1,589.14 was applied to the interest due,$20.00 was applied to the recording fee, and the remaining $46.95 was placed in the escrowaccount. Your escrow account balance after the application of the payoff proceeds was in theamount of $365.70.Your statement: On March 10,2015, CMS disbursed $72.90 from your escrow account for the payment of yourmandatory monthly FHA Mortgage Insurance Premium ("MIP") which brought your escrowaccount balance to $292.80. On March 20, 2015, CMS issued an escrow refund to you in theamount of $147.00 which brought the escrow account balance to $145.80. On April 4, 2015,CMS disbursed the final monthly MIP in the amount of $72.90 to FHA. Your escrow balanceafter this disbursement was brought to $72.90.RESPONSE: Your Company claims to have issued said check, but it was never received.Your statement: On April 6, 2015, CMS spoke with you and notified you that CMS issued you an escrow refundin the amount of $147.00 on March 20, 2015. RESPONSE: I contacted your Company because a month had passed since the payoff without receiving the cash out from our escrow account.Your statement: On April 21, 2015, CMS's Customer Service Research Department received a written inquiry for your loan. RESPONSE: Correct but missing information. I had to call back again wince we had still not received the check. While waiting on hold I noticed that we should have been refunded AT LEAST $72.90. I was told EXACTLY how to submit the review request. It was NEVER mentioned that it needed to be signed. I faxed it in immediately. I received no phone call, no letter, no fax in response.Your statement: On April 24, 2015, CMS issued you the attached response that notified you that CMS received an inquiry for your loan. Theresponse also notified you that because the inquiry did not contain a signature, CMS would beunable to respond to you inquiry without being able to verify your signature. Please be advisedthat CMS requires all inquiries to include a signature of a borrower to ensure that CMS does notrelease any non-public information to any unauthorized third party.RESPONSE: That is a good policy. It would be helpful if your employees were aware of it and provided that information to the customers that they speak with. Again WE (my brother and I - both account holders) NEVER received the letter that you claim was mailed to us. Regardless of any poor communication or lack of required information being provided to us, CMS failed to catch the error until I brought it to their attention. Since we never received the letter you attached we had no idea what the status of our review was and why only a month of MIP was refunded to us. Now it is clear. During my numerous phone calls to CMS it was NEVER mentioned that a response letter "should" have been received. Your statement: On May 13, 2015, CMS issued a final escrow refund in the amount of $72.90 which broughtyour escrow account balance to $0.00. CMS is uncertain as to the reason you claim that CMSfailed to issue you a refund of your escrow account; however, in light of the above, it is clear thatCMS did in fact issue you the correct refund amount within the time required under applicablelaw.RESPONSE: This check had not been received when I submitted the complaint. The response letter to my request for account review was also never received so I was ONLY told by a Customer Service Rep that there was supposed to be a 1 month MIP refund due to a CMS error that was caught because of my request for an account review.Your statement: On May 15, 2015, you contacted CMS and explained that you had yet to receive the escrowrefund check that was sent to you on March 20, 2015 in the amount of $147.00. The CMSrepresentative explained that that once CMS was able to confirm that the refund check was notnegotiated, CMS would place a stop payment on the March 20, 2015 escrow refund check andre-issue a new escrow refund to you. On May 22, 2015, CMS placed a stop payment on theoriginal escrow refund check and re-issued you a new escrow refund check in the amount of$147.00 the same day. To date, CMS has had no further telephone contact from you.RESPONSE: THAT IS COMPLETELY INACCURATE! My first call I was told the check was issued but had not been mailed yet because your check processing center is slow but that we should receive it soon. I was also told that if we did not receive it to call back and CMS would reissue the check. When I called back again I was told that it had been mailed and we should receive it soon and to call back if we did not. This time, I was also told that CMS does not reissue checks. The next time that I called I was told that CMS could put a stop payment on the check and that after it could be verified that the check had not cleared then CMS would reissue the check. Well that wasn't true either. AFTER May 15th, my brother received a call from CMS that we would have to call back after a week to ask CMS to reissue the check. I waited a week and called back and was told that the check had already been reissued. I was told something different by EVERY SINGLE EMPLOYEE that I spoke to. The story changed EVERY time I talked to someone.Your statement: In response to your concern that CMS may have improperly paid two MIP disbursements afteryour loan was paid off, please be advised that FHA MIP payments are paid in arrears. The MIPpayment that was disbursed from your escrow account on March 10, 2015 was the payment forthe month of February 2015. The MIP payment that was disbursed from your escrow account onApril 4, 2015 was the payment for the month of March 2015. Although your loan was paid offon March 5, 2015, HUD still requires the full MIP to be paid which is why CMS properlydisbursed the final MIP payment in April 2015.RESPONSE: That is the response that I wanted to understand the fees that were paid. That is not indicated on the Statements.Your statement: In an effort to ensure that all MIP payments have been disbursed properly and to ensure that youhave not overpaid any MIP, CMS has reviewed HUD's MIP database and has confirmed thatthere have been no overpayments of the mandatory MIP. For your ease of reference, please findthe attached loan payment history along with the loan servicing system's payment codes anddefinitions for your review and record. The payment history outlines each of your loanpayments, escrow deposits, and escrow disbursements transactions for the prior twenty-fourmonths.RESPONSE: That should have been done without me having to request an account review. Obviously CMS made a mistake on that.Your statement: Lastly, regarding the alleged poor customer service and communication you received, aninvestigation concerning your allegations will be conducted by CMS and CMS will takewhatever action necessary in light of our findings. Again, we sincerely apologize for anyinappropriate communication that may have occurred.RESPONSE: This was the most ridiculous experience that I have ever had with ANY company and it was for $147 (initially). It was not worth this kind of hassle for that little money. The Customer Service Reps that you have are not capable of doing their job. Either they are inexperienced or there is a complete lack of training or both.Your statement: Based on the foregoing, we believe the record is clear that CMS has properly disbursed themandatory MIP payments for your loan, and issued you the appropriate escrow refund amountwithin the timeframe required under applicable law. While CMS is unable to comment as towhy you may not have received the escrow refund check that was initially issued to you, CMSpromptly and properly issued you a replacement escrow refund. It is also clear that CMS alsoresponded to the inquiry received on April 24, 2015. Should you wish to further discuss anyaspect of the paid off loan, we encourage you to contact CMS 's Customer Service Department at[redacted] for further assistance.RESPONSE: I have had my fill of trying to contact your company by phone. I have received the money that is due to us and I finally have an explanation of the charges. I would love to know what the timeframe is that is required by law to settle a Mortgage Escrow Account. I find it hard to believe that you complied since it took you more than 2 months to finally process a payment that made it to us. You may think you met the intent by your claim of the first check that never made it to us.
Regards,
[redacted]

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].

April 19, 2017     Original response sent via regular mail  
[redacted]
[redacted]
[redacted]
[redacted]               [redacted]      [redacted]...

[redacted]                    [redacted]
                        [redacted]           [redacted]
                        [redacted]                    [redacted]
                        [redacted]               [redacted]
                        [redacted]       [redacted]   Dear Mr. [redacted] & Mrs. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 6, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you allege that your loan was previously serviced by [redacted]. (“[redacted]”) and that your loan was service transferred to CMS. You go on to say that you were not notified of the service transfer and were unaware that your mortgage had been purchased by CMS. Additionally, you also claim that CMS has increased the fees we charge for certain payment options and that you never agreed to CMS’s terms and conditions with regard to the fees. Consequently, your desired resolution is for CMS to stop adding fees to your loan for certain payment options and to allow you to process your mortgage payments without incurring a service fee.   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 the loan was contractually current and due for the April 1, 2015 mortgage payment. As you may already know, servicing rights arise at the time the loan is originated, but such rights are commonly bought and sold in the marketplace. Consequently, we respectfully submit that CMS purchased the servicing rights to the loan legally and in compliance with all applicable laws.     In connection with the service transfer, please be advised that [redacted] sent you a Notice of Servicing Transfer (“Goodbye Letter”) on March 12, 2015. The Goodbye Letter was sent to your home address at [redacted] For your reference and review, a copy of the Goodbye Letter is attached hereto as Exhibit “A”. Please note that [redacted] sent you the Goodbye Letter twenty-one (21) days prior to the effective date of service transfer and properly notified you that CMS would be your new servicer effective April 2, 2015.   Similarly, CMS sent you a Notice of Servicing Transfer (“Hello Letter”) on April 6, 2015. The Hello Letter was also sent to your home address at [redacted] 42262. For your reference and review, a copy of the Hello Letter is attached hereto as Exhibit “B”. The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage loan payments effective 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 the Real Estate Settlement Procedures Act (“RESPA”), CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transfer. Also included in the Hello Letter was your new CMS account number, the address to submit your monthly mortgage payments, 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 also 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] 42262. For your reference and review, a copy of the NSOML is attached hereto as Exhibit “C”. 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 CMS was also your new servicer and provided you with a contact number and a scope of responsibilities that CMS would handle. Specifically, 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 inquiries you may have regarding your loan.   As it pertains to your claim that CMS has increased the fees we charge for certain payment options and that you never agreed to CMS’s terms and conditions with regard to the fees, please understand that CMS strives to accommodate the needs of its customers, and we pride ourselves on our commitment to the highest standards of customer service. That said, CMS does incur personnel- and technology-related costs to make certain payment avenues available to customers. The recent fee adjustments represent our attempt to more accurately approximate a reasonable fee for the bona fide services provided. Moreover, we note that the fees at issue are permitted by law and are comparable to fees charged by other companies in the mortgage servicing industry. Finally, we would like to point out that CMS continues to make multiple payment options available to you at no cost, including AutoPay, payment online through your banking institution, or payment by check. Thus, while we understand you would prefer that the fees not be increased, we believe the increases are reasonable and fair under the circumstances. For a complete list of all of the payment options currently available and applicable fees (if any), we encourage you to visit our website at https://carringtonms.com/AccountServices/PaymentOptions/.   If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O. Box 5001, Westfield, IN 46074 or fax your correspondence to (800) 486-5134.   We trust that this communication addresses all of the concerns noted in 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] J. [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.

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

Dear Ms. [redacted]:
The [redacted] Department of...

Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 13, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
At the outset, please note that CMS has attempted to assist you in seeking an affordable mortgage payment and in avoiding foreclosure since 2008. To that end, CMS first modified your loan on November 26, 2008. This initial loan modification lowered your principal and interest payment from $1,105.39 to $982.98. This loan modification also lowered your interest rate from 8.79% adjustable to 7.25% fixed for the remaining term of the loan. The delinquent interest in the amount of $3,031.34 was capitalized giving you a newly modified principal balance of $141,070.67. Your loan was brought contractually current and due for the December 1, 2008 payment. Regretfully, your loan eventually fell delinquent for the October 1, 2009 mortgage payment.
In another effort to assist you in securing an affordable payment and in avoiding foreclosure, CMS modified your loan a second time on December 14, 2009. This second loan modification lowered your principal and interest payment further, from $982.98 to $593.34 and also lowered your interest rate further, from 8.79% fixed to 5% fixed for five years. Your loan was amortized over a 40 year term to make the payment more affordable (the maturity date remained the same) and all of the outstanding late charges in the amount of $147.48 were waived. This loan modification also deferred a non-interest bearing portion of your principal balance in the amount of $24,000.00. The interest due in the amount of $2,530.05 and the escrow advances in the amount of $1,477.55 were capitalized, giving you a newly modified interest accruing principal balance of $119,735.38. Your loan was brought contractually current and due for the January 1, 2010 payment.
A review of our records found that you remained contractually current on your mortgage payments as CMS received the full contractual payment within the same month that each payment became due through the month of February 2014.
CMS would like to take this opportunity to remind you that all payments are due on the first day of each month, and are considered late as of the second day of the month. If the payment is not received by CMS on or before the sixteenth day of the month, a late fee will be assessed to your loan. Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. 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.
On February 20, 2014, CMS received and applied your February 1, 2015 mortgage payment. Because this payment was received after the sixteenth day of the month, a late charge in the amount of $29.66 was assessed to your loan. This late charge was paid at the time that CMS received your February 1, 2014 mortgage payment.
On March 31, 2014, CMS completed an analysis of your escrow account and issued you the attached escrow analysis. The escrow analysis determined that your escrow account contained an escrow shortage in the amount of $477.97. This escrow shortage was spread over a period of twelve months and resulted in an increase to your mortgage payment from $593.34 to $633.17 effective with the June 1, 2014 mortgage payment. For your ease of reference, a breakdown of the June 1, 2014 mortgage payment is outlined below.
Principal and Interest: $ 593.34
Monthly Escrow Shortage: $ 39.83 ($477.97 divided by 12)
June 1, 2014 Payment $ 633.17
Although CMS received no payment from you during the month of March 2014, CMS received your March 1, 2014 payment on April 9, 2014. On May 2, 2014, CMS applied your April 1, 2014 and May 1, 2014 mortgage payments. CMS assessed two additional late charges for the months of March 2014 and April 2014 in the amount of $29.66 each for a total late charge balance due of $88.98. CMS is able to confirm that you paid these late fees in full on May 2, 2014.
On June 4, 2014, CMS applied your June 1, 2014 mortgage payment. Although CMS received no payment from you during the month of July 2014, CMS applied your July 1, 2014 mortgage payment on August 1, 2014. On September 8, 2014, CMS applied your August 1, 2014 mortgage payment. On October 7, 2014, CMS applied your September 1, 2015 mortgage payment and on November 3, 2014, CMS applied your October 1, 2014 mortgage payment. On December 4, 2015, CMS applied your November 1, 2014 mortgage payment.
Because the July 1, 2014 through October 1, 2014 mortgage payments were received after the sixteenth day of the month in which the payments became due, late charges in the amount of $29.66 each were assessed to your loan for the months of July 2014 through October 2014 for a late charge balance due in the amount of $118.64. In addition, a thirty day late remark was transmitted to the credit reporting agencies for each month that CMS was not in receipt of your full contractual payment within the same month that the payment became due.
Please be advised that on November 10, 2014, CMS updated your loan to show that your property was located in a location declared as a federal disaster area by the Federal Emergency Management Agency (“FEMA”). It is important to note that during the time that loan was updated with this information CMS did not assess any late charges to your loan. On November 13, 2014 CMS ordered a property inspection to determine whether the property sustained damage from the severe storms and flooding during the period of September 7, 2014 through September 9, 2014 that affected the area where the subject property is located.
On December 4, 2014, CMS received and applied your November 1, 2014 mortgage payment. Although your November 1, 2015 mortgage payment was not received on or before the sixteenth day of November 2014, a late fee was not assessed to your loan. On December 10, 2015, the $15.00 property inspection fee was assessed to your loan.
On January 8, 2015, CMS received and applied your December 1, 2014 mortgage payment. On February 5, 2015, CMS received and applied your January 1, 2015 mortgage payment. Please be advised that although the December 1, 2014 and January 1, 2015 mortgage payments were paid after the sixteenth day of the month, CMS did not assess any late fees to your loan for these two additional months. On February 11, 2015, CMS received and applied your February 1, 2015 mortgage payment which brought your loan contractually current and showing due for the March 1, 2015 mortgage payment. After the application of your February 1, 2015 mortgage payment, the outstanding late charges remained in the amount of $118.64. That same day, CMS determined that your property was not impacted by the federally declared disaster and appropriately removed the disaster are coding from your loan.
On March 3, 2015, CMS received funds from you in the amount of $633.17 which were applied to the March 1, 2015 mortgage payment that same day. On March 13, 2015, CMS was notified that this payment was returned unpaid by your banking institution. This returned payment caused your loan to be due for the March 1, 2015 mortgage payment and a $25.00 Non-Sufficient Funds (“NSF”) fee was assessed to your loan. In addition, a late charge in the amount of $29.66 was assessed to your loan bringing the late charge balance to $148.30 ($118.64 plus $29.66 equals $148.30) and your total fee balance to $188.30 which includes the $25.00 NSF fee and the $15.00 property inspection fee.
On April 7, 2015, CMS received funds in the amount of $663.00 which were applied to the March 1, 2015 mortgage payment in the amount of $633.17 and the remaining $29.83 was placed in an unapplied status until the time that CMS was in receipt of additional funds required to satisfy the April 1, 2015 mortgage payment. Because CMS was not in receipt of your April 1, 2015 payment on or before the sixteenth day of April 2015, a late charge in the amount of $29.66 was assessed to your loan bringing the total late charge balance to $177.96 ($148.30 plus $29.66 equals $177.96). The $25.00 NSF fee and the property inspection fee remained outstanding for a total fee balance of $217.96.
On April 28, 2015, CMS received funds in the amount of $662.69 from you which were sufficient to satisfy the April 1, 2015 mortgage payment in the amount of $633.17. The remaining $29.52 was applied along with the $29.83 that was previously held in an unapplied status and the combined amount of $59.35 was applied to reduce your late charge balance from $177.96 to $118.61 ($177.96 minus $59.35 equals $118.61). The $25.00 NSF fee and the $15.00 property inspection fee also remained outstanding at this time for a total fee balance of $158.61.
While CMS did not receive a payment from you in the month of May 2015, CMS received funds in the amount of $791.78 from you on June 3, 2015. That same day, CMS applied $633.17 to the May 1, 2015 mortgage payment and the remaining $158.60 was held in an unapplied status until the time that CMS received additional funds required to satisfy the June 1, 2015 mortgage payment. Your late charge balance increased to $148.27 ($118.61 plus $29.66 equals $148.27) as CMS did not receive a payment from you in the month of May 2015. The $25.00 NSF fee also remained outstanding at this time for a total fee balance of $188.27.
On July 9, 2015, CMS received funds in the amount of $623.00 of which $593.34 was applied to the June 1, 2015 mortgage payment and the remaining $29.66 was placed along with the $158.60 that was previously held in an unapplied status bringing the unapplied balance to $188.26. Because CMS was not in receipt of your June 1, 2015 mortgage payment on or before the sixteenth day of the month, a late charge in the amount of $29.66 was assessed to your loan on June 17, 2015. This late fee increased the total late charge balance to $177.93 ($148.27 plus $29.66 equals $177.93). The $25.00 NSF fee also remained outstanding at this time for a total fee balance of $217.93.
On July 15, 2015, CMS received funds from you in the amount of $583.01 which were combined with the $188.26 held in an unapplied status for a total amount of $771.27. These funds were applied to the July 1, 2015 mortgage payment in the amount of $583.01, $10.33 was applied to the NSF fee, and the remaining $177.93 was applied to late fees, bringing your late fee balance due to $0.00. After the application of these funds, your NSF fee balance was $14.67 and the property inspection fee of $15.00 remained due.
Upon receipt of your complaint and after a thorough review of your loan, CMS has determined that the $15.00 property inspection fee should not have been assessed to your loan. Accordingly, CMS has taken the appropriate steps to remove this $15.00 property inspection fee from your loan. CMS sincerely apologizes for any inconvenience you may have experienced due to the inadvertent clerical error that caused this property inspection fee to be assessed to your loan.
As of the date of this letter, your loan is contractually current and showing due for the August 1, 2015 mortgage payment in the amount of $593.34 with a NSF fee balance due in the amount of $14.67. Attached for your ease of reference is a copy of your loan payment history beginning on January 1, 2010 and continuing through August 4, 2015. Also attached is a copy of CMS’s loan servicing system payment codes and definitions.
In response to your concerns that CMS may have improperly reported information to your credit profile, please be advised that CMS is obligated by federal law to provide timely and accurate credit reporting in regard to the current loan status, payment history and loan information. We have determined that the information reported to the major credit bureaus properly reflects your payment history and loan information. We are, therefore, unable to make the requested changes to the reported information.
Based on the foregoing, we believe the record is clear that CMS has diligently assisted you in avoiding foreclosure and in securing an affordable mortgage payment as CMS has completed two loan modifications that resulted in two separate reductions of your mortgage payment. It is also clear that CMS has properly applied all funds received from you to your loan. While CMS regrets that the property inspection fee was assessed to your loan, upon discovering the inadvertent clerical error, CMS has taken the necessary measures to remove the $15.00 fee from your loan. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
[redacted]
CC: Revdex.com
IMPORTANT DISCLOSURES
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-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.
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

January 27, 2016
[redacted]
[redacted]
[redacted]
RE:      Complaint ID No.:      [redacted]
Loan
No.: ...

                  [redacted]
Borrower’s
Name:       [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 January 6, 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 this complaint, you
claim that after this loan was paid off in June 2015, there was an escrow
surplus remaining on the loan, and when CMS disbursed the escrow refund check,
it was issued in the wrong name.  You go
on to say that the check should be made out to you as you are the current owner
of the property, and that you have made numerous efforts to resolve this matter
with CMS by telephone and by mail to no avail. 
You indicate that the CMS Representatives have informed you that you are
an unauthorized third party and, therefore, CMS is unable to discuss this loan
with you.  You also state that CMS has
not responded to your correspondence, which included documentation that shows
you are the current owner of the property. 
Lastly, you express concerns and dissatisfaction with the level of customer
service you have experienced during your contacts with CMS, and you state that
the CMS representatives were not helpful and have refused your requests to
speak with a manager.
As a preliminary matter, please
note that on January 4, 2016, CMS received the requested documentation needed
to add you ([redacted], formally known as [redacted]) as an
authorized third party for this loan, and this information was updated in the
account record that same day.
Upon review, our records show
that the servicing of this Federal Housing Administration (“FHA”) insured loan
was transferred from [redacted] (“[redacted]”) to CMS on or about November 4,
2014.  At the time of the service
transfer this loan was showing due for the November 1, 2014 payment. 
On January 7, 2015, you contacted
CMS and during this call the CMS Representative informed you that you were not
an authorized third party on the loan.  You
indicated that you had sent CMS copies of the death certificate and a copy of a
quitclaim deed showing the property ownership had transferred to you.  The CMS Representative informed you that CMS needed
the Executor of Estate information and documentation such as a letter of
testamentary, letter of administration, or certificate of appointment.  The records show that no response was
received to this request by CMS.
On June 9, 2015, CMS received a payment
in the amount of $601.48, and this payment was applied as a payoff on this loan
that included $577.44 to principal, $8.04 to interest, and $16.00 for recording
fee.  Subsequently, on June 24, 2015, CMS
disbursed the escrow account balance of $1,281.27, and the check was issued to
the [redacted].
Subsequently, on July 1, 2015,
you called CMS, and during this call the CMS Representative informed you that you
were not listed as an authorized third party and that therefore CMS could not
discuss the loan with you.  You explained
that the borrower had passed away and that the property ownership had been transferred
to you.  The CMS Representative informed
you of the required documentation needed in order to add you as an authorized
third party on the loan. 
On July 14, 2015, CMS received a
copy of the death certificate for the borrower of record and a copy of a quitclaim
deed that showed the ownership of property had been transferred to you on
August 4, 2012.  However, the required
survivorship documentation was not included with this information.  Therefore, on July 20, 2015, CMS sent you a letter
that informed you of additional information needed to satisfy your request.  Attached for your ease of reference is a copy
of this letter.  On July 21, 2015, you
called CMS, and during this call the CMS Representative informed you that you
were not listed as an authorized third party and therefore CMS could not
discuss the loan with you. 
On December 28, 2015, CMS received
correspondence from you that included information and documentation regarding
the borrower’s estate.  Subsequently, on January
4, 2016, CMS added you to the loan as an authorized third party.
On January 26, 2015 CMS confirmed
that the previous escrow refund check dated June 25, 2015, in the amount of
$1,281.27, check number 49164, had not been negotiated, and therefore, a stop
payment was placed on this check.  CMS
will disburse a replacement check for the escrow refund in the amount of
$1,281.27 shortly, and the check will be sent to you via separate mail.  In addition, the check will be made payable
to the “[redacted]”.  Please
note that the check can be negotiated by the executor of the estate.
Based on the foregoing, we
conclude that CMS has complied with the established unauthorized third party policies
and procedures, and applicable law and regulations.  Furthermore, CMS is unable to acknowledge you
as an obligor on this loan, as you did not formally assume this loan obligation
after you acquired title to the property. 
Therefore, your request to have the escrow refund check made payable to
you must be declined.  Nevertheless, we
acknowledge that CMS missed an opportunity to allow you to speak with a manager
when you called CMS, and would like to take this opportunity not only to
express our sincere apologies, but also to thank you for bringing this matter
to CMS’s attention.  CMS is always
looking for ways to improve service levels and your feedback is important us.
We trust that this communication
addresses all of the concerns noted in the complaint. If you have any further
questions, please contact the undersigned at [redacted], Monday through
Friday, 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
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].
Texas:
Notice to Texas Residents: COMPLAINTS
REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT
OF SAVINGS AND MORTGAGE LENDING, [redacted].  A TOLL-FREE CONSUMER HOTLINE IS
AVAILABLE AT [redacted].

January 12, 2017
[redacted]
[redacted]
[redacted]
[redacted]
[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 January 6, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As you are aware, our Customer Advocate Department previously received a Revdex.com complaint from you on November 29, 2016 which raises some of the same issues as your most recent inquiry. Accordingly, the loan was researched and a response was sent to you by CMS on December 16, 2016, a copy of which is included here for your ease of reference. In an effort to avoid an unnecessary duplication of efforts, CMS is not providing you with another copy of the supporting documents enclosed with that response. Please be advised that although CMS will not again respond to the issues that CMS has previously addressed in detail, CMS will respond to all new concerns raised to the fullest extent possible.
In your most recent Revdex.com complaint, you claim that a majority of the December 16, 2016 response letter had nothing to do with the issue at hand. You also claim that CMS did not make the September 16, 2016 escrow analysis available to you via its Loan Servicing Website (“LSW”) until you contacted CMS and requested another copy of the analysis to be mailed to you. The resolution you desire is for CMS to reverse the late fee payment, waive the late charge and apply the funds to your principal balance.
While CMS apologizes if you felt a majority of the December 16, 2016 response letter did not focus on the issue at hand, we respectfully submit that it was reasonable to provide you with a comprehensive history outlining the prior escrow analyses due to the escrow related concerns raised in your complaint. Moreover, such information was provided in response to your claim that CMS failed to properly notify you of the increase to your November 1, 2016 payment as a result of an escrow analysis completed and issued to you on September 16, 2016.
In response to your claim that CMS did not make the September 16, 2016 escrow analysis available to you via its LSW, please note that applicable law does not require CMS to provide you with an electronic copy of such analysis. Nevertheless, CMS has contacted the LSW administrator and has confirmed that the escrow analysis was in fact made available to you online as of September 16, 2016. In light of this information, CMS respectfully submits that not only did CMS mail an escrow analysis to you on September 16, 2016, an electronic copy was made available to you online that same day.
During the course of our investigation, it was discovered that your LSW account setting preferences were not updated to elect to receive email notifications when escrow analyses became available online. Please be advised that if you would like to receive email notifications when mortgage statements, escrow analyses, and/or annual tax statements become available, it will be necessary to update the “Delivery Options” within your LSW account and agree to the terms and conditions before saving the changes.
Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan. Because the late charge of $53.51 in connection with the November 1, 2016 payment was properly assessed to your loan and was not attributed to a CMS handling or posting error, CMS respectfully declines your request to reverse or remove the late charge from your loan. Finally, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at (800) 561-4567 for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[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.

August 12, 2015
[redacted]
[redacted]
RE: Loan No.: [redacted]
Primary Borrower: [redacted]
Co-Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

Dear [redacted]...

[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 20, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As you are aware, our Customer Advocacy Department originally received an inquiry from the Consumer Financial Protection Bureau (“CFPB”) on July 17, 2015 which raises the exact same issues as this complaint. Accordingly, the loan was researched and a response was sent to you by CMS via the CFPB Portal on August 12, 2015, a copy of which is included here for your ease of reference.
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 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.
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 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]NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
NEW YORK:
New York City Department of Consumer Affairs License Number 1264739
This Collection agency is licensed by the City of Buffalo license numbers: 555177 & 555176
For New York residents: You may file complaints about CMS with the New York State Department of Financial Services. You may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at www.dfs.ny.gov. Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services.

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.They mailed the letter to my previous address of [redacted] conveniently the day after recieving this complaint.   I never recieved this letter because I bought a house and have not lived at [redacted] in months.   They knew this as well being that they were the orginal company the I was working with.....Oh wait, they couldnt' even get my current address right from the start.   This just proves it once again!    5 years of monitoring was the least they could do!   I was able to print off the letter since it clearly never would have made it to me.  Worst company ever!Regards,[redacted]

[redacted]RE: Loan No.: [redacted]Complaint No.: [redacted]Dear Mrs. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com received in our office...

via emailon January 31, 2015. CMS is committed to responsible lending and servicing and we would liketo address any concerns you may have. The following is our response to the issue(s) raised in theinquiry.As we understand the complaint, you assert that you were unable to submit the January 2015loan payment through CMS 's website on January 22, 2015 and were charged a late fee.Additionally, you contend that your homeowner's insurance was cancelled due to non-payment.Finally, you claim that you were not satisfied with CMS's level of customer service.At the outset, please note the servicing of this Federal Housing Administration ("FHA") insuredloan transferred from Bank of America ("BOA") to CMS on August 2, 2014. Attached for yourease of reference is a copy of the August 3, 2014 Notice of Service Transfer ("Hello Letter") sentto you by CMS. At the time of the service transfer the loan was contractually due for theAugust 1, 2014 payment.First, in relating to your concerns regarcting the website, we contacted Customer Service andlearned that there was an enhancement being implemented during the referenced time period thatmay have affected the online payment features. The website did provide instructions that anyuser experiencing difficulty should call CMS to get assistance. Moreover, by your ownadmission, it is clear the late fee assessed in relation to the January payment did not stem fromthe issues with the website. You were assessed a late charge in the amount of $21.24 on January15, 2015 because the payment due on January 1, 2015 had not been received. It is important tonote that your payments are due on the first day of each month and are considered late on the dayafter the due date. The Note expressly provides that if the full monthly payment is not receivedby the end of the fifteenth (15) calendar day after the payment is due, the Lender may collect alate charge. A copy ofthe Note is attached for your reference.We encourage you to remit your payment to CMS on the date that it becomes due to prevent latefees and/or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment. As of the date of this letter, your loan is contractually currentand showing due for the March 1, 2015 mortgage payment for a total amount due of$529.42.Second, CMS disputes your assertion that your homeowners insurance was cancelled due to nonpayment.CMS's records reflect that the jnsurance premium was disbursed to Georgia FarmBureau Mutual Insurance Company in the amount of $908.00 on or about January 21, 2015. Acopy of the Renewal of Policy reflecting the amount due of $908.00 is attached for yourreference. If you have received any documentation indicating Policy No. MH0142411-ll-05was cancelled, please provide it to us without delay.We would like to take this opportunity to not only express our sincere apologies for theinconvenience you may have experienced during our website enhancement and to also thank youfor bringing this to our attention. We trust we have thoroughly reviewed and addressed yourconcerns. CMS is always looking for ways to improve service levels and borrower feedback isimportant us.CMS is fully committed to providing the best customer service to all of our customers and welook forward to resolving any other coneerns you may have. We can be reached at (866) 874-5017 Monday through Friday, 8:00AM to 5:00PM, Pacific Time.Sincerely,[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 February 23, 2016. CMS is committed to responsible lending and servicing and we would like...

to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.As we understand your complaint you state that CMS failed to pay your homeowners insurance, and that the policy lapsed on February 6, 2016. You go on to claim that CMS told you that CMS never received an invoice for such insurance. You go on to allege that you were told by a CMS representative that you could pay the homeowners insurance yourself, and that because your loan is a United State Department of Agriculture (“USDA’’) loan you could cancel your escrow account. You then state that on February 9, 2016 you paid $1,139.00 to reinstate your [redacted] homeowners insurance policy. Finally you state that when you submitted your request to cancel your escrow account and be reimbursed for the yearly homeowners insurance premium, CMS declined your request. As a desired resolution, you request that CMS cancel your escrow account and reimburse you for the yearly premium.At the outset, please note that the servicing of your loan was transferred from Bank of America (“BANA”) to CMS on or about August 2, 2014. At the time of the service transfer your loan was contractually current and due for the August 1, 2014 payment.Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transfer. It is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 5.50% and your monthly principal and interest payment of $401.85 remains unaltered. In addition, a condition of your USDA loan requires you to maintain an escrow account for the payment of both hazard insurance and property taxes.For your ease of reference please find the attached Mortgage Program Disclosure you signed at the closing of your loan which explained how an escrow account works and confirms that the escrow account on your loan is a requirement.Based on a review of your loan, please be advised that on September 23, 2014 CMS analyzed your escrow account and sent you an AEADS. For your reference, attached hereto please find a copy of the September 23, 2014 AEADS. The purpose of the September 23, 2014 AEADS was to advise you of your projected escrow activity for the escrow cycle beginning November 1, 2014 and ending October 31, 2015. More specifically, the AEADS projected that your yearly county taxes would be $1,755.34 and that your yearly homeowners insurance premium would be $963.00. Correspondingly, your total disbursements for your escrow cycle beginning November 1, 2014 and ending October 31, 2015 were calculated to be $2,718.34, which if spread over a twelve (12) month period is equal to approximately $226.52 every month.Please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain the borrower’s responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds.Specifically, the Real Estate Settlement Procedures Act (“RESPA”) authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve 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 http://portal.hud.gov/hudportal/HUD.Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning November 1, 2014 and ending October 31, 2015. The total escrow cushion that CMS may collect is $226.52, which represents one (1) months of escrow payments. We note here that CMS chose to only collect a 1/12 escrow cushion for this analysis.Based on the calculations from the September 23, 2014 AEADS, your low point escrow balance was negative $305.69. As a result, in order to reach a low point escrow balance of $226.52, the allowed 1/12th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $532.21. To accomplish this, your escrow shortage was spread over a twelve (12) month period starting with your November 1, 2014 payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $65.89, from $606.83 to $672.72.The next annual escrow analysis was completed on July 24, 2015. On this day, CMS analyzed your escrow account and sent you an AEADS. For your reference, attached hereto please find a copy of the July 24, 2015 AEADS. The purpose of the July 24, 2015 AEADS was to advise you of your projected escrow activity for the escrow cycle beginning September 1, 2015 and ending August 31, 2016. More specifically, the AEADS projected that your yearly county taxes would be $1,800.88 and that your yearly homeowners insurance premium would be $1,075.00. Correspondingly, your total disbursements for your escrow cycle beginning September 1, 2015 and ending August 31, 2016 were calculated to be $2,875.88, which if spread over a twelve (12) month period is equal to approximately $239.65 every month.Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning September 1, 2015 and ending August 31, 2016. The total escrow cushion that CMS may collect is $479.30, which represents two (2) months of escrow payments.Based on the calculations from the July 24, 2015 AEADS, your low point escrow balance was negative $19.81. As a result, in order to reach a low point escrow balance of $479.30, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the amount of $499.11. Please note that your escrow shortage was spread over a twelve (12) month period starting with your September 1, 2015 payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $10.37, from $672.72 to $683.09.That said on December 10, 2015 our insurance vendor; South West Business Corporation (“SWBC”) received a Notice of Termination from your insurance company [redacted] Insurance dated November 30, 2015. This notice advised that your homeowners insurance would be cancelled due to underwriting reasons effective on February 6, 2016. Please find attached a copy of this notice for your ease of reference.On January 13, 2016 SWBC called and spoke with [redacted] at [redacted] Insurance who stated that the policy would be cancelled and would not be rewritten due to underwriting reasons.On February 8, 2016 you spoke with a CMS representative and stated that you would be paying the insurance premium on that day. During this conversation you stated that you wanted CMS to cancel your escrow account. The CMS representative advised you to submit your request in writing. The CMS representative provided you the fax number to the Escrow Department of (949) 534-9323, and mailing address of 2100 East 196th Street Suite 200, Westfield, IN 46074. A review of the telephonic recording confirmed only that during this conversation you stated that a USDA loan does not require an escrow account. There was no indication from the recorded call that the representative agreed with your statement or advised you one way or the other. Rather, the CMS representative advised you that you needed to submit your request in writing and that you would receive a response within five (5) to ten (10) days. The CMS representative then confirmed with an SWBC representative that CMS had not received an invoice for your homeowners insurance policy.On February 10, 2016 SWBC issued you the attached Notice to Provide Proof of Hazard Insurance (“NPHI”). This notice requested that you contact your insurance company to obtain a copy of the homeowners insurance policy and to provide CMS with a copy of the Evidence of Insurance (“EOI”) within thirty (30) days. The notice informed you that if CMS was not in receipt of acceptable EOI, CMS would purchase coverage on your behalf at your expense with an effective date of March 10, 2015.On February 16, 2016, you spoke with a CMS representative to request that the escrow account be cancelled. During this conversation the CMS representative confirmed that your loan is required to have an escrow account for taxes and insurance, and therefore the escrow account could not be cancelled. Please note, that prior to the receipt of this complaint, CMS had no record of receiving any written request to cancel your escrow account.On February 17, 2016 SWBC called [redacted] Insurance to obtain a renewal policy, and advised your agent [redacted], to fax a copy of your homeowners insurance policy to SWBC. [redacted] agreed to fax a copy of your insurance policy that day.On February 18, 2016, CMS received a letter from [redacted] Insurance confirming your homeowners insurance policy had been reissued effective February 9, 2016. The policy reflected a premium of $1,132.00, of which $1,075.00 had already been paid. The letter also confirmed that an outstanding premium balance remained in the amount of $57.00. The letter also reflected a lapse in coverage from February 6, 2016 to February 9, 2016. SWBC then initiated the process to pay the balance of $57.00 to pay your policy in full. Later, before the disbursement was completed, SWBC called your agent to again confirm the balance due of $57.00. Your agent confirmed that the policy was paid in full, and that there was no balance due. Due to this information the lender placed insurance cycle was cancelled.On February 22, 2016 you spoke with SWBC and stated that your insurance policy had been cancelled for non-payment. You then stated that you had paid your policy in full. During this conversation the SWBC representative advised you that your agent had confirmed that your policy was paid in full, and active.On March 11, 2016 CMS reanalyzed your escrow account and sent you a new AEADS. For your reference, attached hereto please find a copy of the March 11, 2016 AEADS. As a result of your March 11, 2016 escrow reanalysis, your overall monthly mortgage payment decreased by $37.75 from $683.09 to $645.34. Further, the analysis determined you had an escrow overage in the amount of $1,122.03. A reimbursement check was disbursed from your escrow account on March 11, 2016 and mailed to your attention.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 because CMS received a Notice of Termination from your insurance company for underwriting reasons, CMS did not pay your insurance policy as scheduled. Further, because your loan is required to maintain an escrow account, CMS must decline your request to cancel your escrow account.In closing, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O. Box 3489, Anaheim, CA 92803 or fax your correspondence to (800) 486-5134.We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00AM to 5:00 PM, Eastern Time.Sincerely,[redacted]Customer Advocate

June 10, 2016     Sent via the Revdex.com Portal and U.S. Mail:   [redacted]   RE:      Case...

Number:                         [redacted] Loan No.:                                [redacted] Borrower:                                [redacted] Borrower:                                [redacted]                         Property Address:                   [redacted]               Dear Ms. [redacted] and 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”) and received in our office on May 23, 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 attempted to make a payment on May 16, 2016 but received notice on May 19, 2016 that the payment was returned. When you spoke with CMS on May 20, 2016, CMS advised you that your payment was not processed because your bank account information was entered incorrectly. You have expressed dissatisfaction with the quality of customer service that you received during your May 20, 2016 telephone call and would like CMS to waive the purported $37.00 late charge.   At the outset, our records indicate that this Federal Housing Administration (“FHA”) insured loan originated on or about September 25, 2008. Enclosed is a copy of your Note and Deed of Trust both dated September 25, 2008.   Pursuant to the terms of your Note and Deed of Trust, you entered into a promise to pay the principal sum of $120,410.00, with payments due on the first day of each month beginning November 1, 2008. If CMS does not receive your full monthly payment by the end of fifteen calendar days after payment is due, a late charge may be collected.   Our records indicate that you authorized CMS to draft $766.79 from your bank account on May 16, 2016. However, this payment was rejected because CMS attempted to withdraw this payment based on the incorrect bank account information provided. On May 19, 2016, CMS sent you the enclosed Return SpeedPay Notice notifying you that CMS was unable to process your payment. Accordingly, when CMS received your payment on May 20, 2016, CMS collected a $21.40 late fee and $15.00 Non-Sufficient Funds (“NSF”) fee.   Please note that the payment system is only able to draw funds from the account information provided by the user. Customers who elect to submit payments through the payment system are responsible for accurately entering the information for the bank account from which they want the loan payment withdrawn. We encourage you to verify the account information entered into our payment system before attempting to submit your payments to CMS.   Although CMS maintains that it has servicing your loan properly, CMS will reverse the $21.40 late fee and $15.00 NSF fee as a one-time courtesy.    In the complaint, you also indicate that CMS’s representatives were not courteous to you over the telephone. However, after reviewing our call records, we were unable to substantiate your claims. On May 20, 2016, when you called CMS, you indicated that your payment was returned. After the representative reviewed your account, she kindly explained that the bank account number you entered into CMS’s payment system was incomplete. In response, you indicated that you did not feel this was fair and that you wished to escalate the call. After transferring your call to CMS’s escalations team, the escalations representative explained that you did not enter the correct bank account number into the payment system and that the late charge assessed to your account was accurate. As a courtesy, the call was further escalated to a supervisor; however the supervisor was unable to waive the late charge as it was accurately assessed to your account pursuant to the terms of your Note.   We trust that this communication addresses all of your concerns noted in the complaint.  Carrington Mortgage Services, LLC is committed to customer satisfaction and we look forward to resolving any concerns you may have. We can be reached at [redacted] Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.     Sincerely,     [redacted] Customer Advocate   Enclosures: Note and Deed of Trust both dated September 25, 2008 Return SpeedPay Notice dated May 19, 2016

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 August 1, 2016. CMS is committed to responsible lending and servicing and we...

would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you allege that CMS increased your monthly mortgage payment to include an escrow item for county property taxes even though you are fully exempt from paying property taxes due to your status as a disabled veteran. Also, you are requesting that CMS contact the [redacted] County Assessor’s Office to confirm your tax exempt status.   As a preliminary matter, please know that I personally called the [redacted] County Assessor’s Office on August 18, 2016 to confirm your status under [redacted] County’s 100% Disabled Veteran’s Exemption. As a result of that call, I was informed that your application for the 2016 homestead exemption was received on October 19, 2015 by the [redacted] County Assessor’s Office and that your exemption commenced on January 1, 2016. Furthermore, the representative I spoke with confirmed that you were not covered under the homestead exemption during the year 2015; nor was your 2016 application for the homestead exemption intended to be retroactive for the year 2015. If you wish to confirm this information with the [redacted] County Assessor’s Office, please call [redacted] option 3, Monday through Friday, between the hours of 8:00AM to 4:30PM.   On or about April 26, 2016, CMS was made aware of the fact that property taxes had gone unpaid in the amount of $3,004.64 that were due on or before December 1, 2015. On April 26, 2016, CMS disbursed and paid your property taxes in the amount of $3,004.64. It is important to understand that CMS paid the property taxes in order to avoid a tax lien from being placed on the property.   Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires an escrow analysis to be completed on newly originated loans within eleven months following the boarding date. As a result, your loan was scheduled to have an escrow analysis completed on June 3, 2016. Furthermore, it is important to understand that the analysis of your escrow account does not impact the interest rate of 4.5% or the monthly principal and interest payment in the amount of $1,246.45. At the time your loan boarded our system, your loan reflected a principal and interest payment in the amount of $1,246.45 and an escrow payment in the amount of $199.99 for a total monthly payment in the amount of $1,446.44.    In accordance with RESPA requirements, your escrow account was analyzed on June 3, 2016. Pursuant to the June 3, 2016 escrow analysis, your projected escrow disbursement for your escrow cycle beginning August 1, 2016 and ending July 31, 2017 was calculated to be $5,404.57. More specifically, the escrow analysis projected that your yearly hazard insurance premium would be $2,399.93, and that your yearly property taxes would be $3,004.64. Correspondingly, your total disbursements for your escrow cycle beginning August 1, 2016 and ending July 31, 2017 were calculated to be $5,404.57, which if spread over a twelve month period is equal to approximately $450.38 every month.   Please note that a mortgage servicer is permitted by law to collect an escrow cushion. An escrow cushion is a minimum amount of money held in your escrow account to prevent your escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the escrow account. Because escrow items remain the borrower’s responsibility, lenders are permitted to collect an escrow 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 over twelve 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].   Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for your escrow cycle beginning August 1, 2016 and ending July 31, 2017. Please note that CMS will only collect 1/6th of your total projected escrow disbursement for your yearly hazard insurance premium and your yearly property taxes as an escrow cushion. Correspondingly, the total escrow cushion that CMS may collect is $900.76, which represents two months of escrow payments.   It is important to understand that the June 3, 2016 escrow analysis also included the disbursement that CMS made on your behalf for your delinquent property taxes in the amount of $3,004.64. Consequently, based on the calculations from the June 3, 2016 escrow analysis, your low point escrow balance was negative -$3,757.43. As a result, in order to reach a low point escrow balance of $900.76, the 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $4,658.19. Please note that your escrow shortage was spread over a twelve month period starting with your August 1, 2016 mortgage payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $638.57, from $1,446.44 to $2,085.01. Attached for your review is a copy of the escrow analysis for June 3, 2016.   On July 20, 2016, you called CMS regarding the increase in your monthly payment due to your June 3, 2016 escrow analysis. After a careful review of your loan, the associate explained to you that your loan had an escrow shortage of $4,658.19 which effectively added $388.18 ($4,658.19 divided by twelve) to your monthly payment. For this reason, the associate submitted a request to spread your escrow shortage from twelve to thirty-six months which would effectively reduce the amount that was being collected to cover your shortage from $388.18 to $129.39.   On July 21, 2016, CMS performed an escrow analysis in response to the request submitted during your call on July 20, 2016. During the July 21, 2016 escrow analysis, your projected escrow disbursement for your escrow cycle beginning October 1, 2016 and ending September 30, 2017 was calculated to be $5,590.95. More specifically, the escrow analysis projected that your yearly hazard insurance premium would be $2,586.31 and that your yearly property taxes would be $3,004.64. Correspondingly, your total disbursements for your escrow cycle beginning October 1, 2016 and ending September 30, 2017 were calculated to be $5,590.95, which if spread over a twelve month period is equal to approximately $465.91 every month.   Like your prior escrow analysis performed on June 3, 2016, CMS continued to collect the 1/6th escrow cushion as permitted by RESPA. Consequently, based on the calculations from the July 21, 2016 escrow analysis, your low point escrow balance was negative -$3,120.86. As a result, in order to reach a low point escrow balance of $931.82, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $4,052.68. Please note that your escrow shortage was spread over a thirty-six month period starting with your October 1, 2016 mortgage payment. Resultantly, that is the reason why your overall monthly mortgage payment decreased by $260.08, from $2,085.01 to $1,824.93. Attached for your review is a copy of the escrow analysis for July 21, 2016.   On or about July 22, 2016, CMS received a fax showing that you were fully exempt from having to pay property taxes. After receiving this information, CMS contacted the [redacted] County Assessor’s Office that same day and they confirmed that your application for the 100% Disabled Veteran’s Homestead Exemption was received on October 19, 2015 and that your homestead exemption had an effective start date of January 1, 2016. As previously stated, the county has confirmed that your homestead exemption was only applicable to the year 2016 and not retroactive for 2015.   On August 1, 2016, you called CMS again requesting to have another escrow analysis performed because of your homestead exemption. As a result, CMS performed an escrow analysis on August 9, 2016.   During the August 9, 2016 escrow analysis, your projected escrow disbursement for your escrow cycle beginning October 1, 2016 and ending September 30, 2017 was calculated to be $2,684.19. More specifically, the escrow analysis projected that your yearly homeowners insurance premium would be $2,684.19. Correspondingly, your total disbursements for your escrow cycle beginning October 1, 2016 and ending September 30, 2017 were calculated to be $2,684.19, which if spread over a twelve month period is equal to approximately $223.68 every month.   Consequently, based on the calculations from the August 9, 2016 escrow analysis, your low point escrow balance was negative -$1,611.86. As a result, in order to reach a low point escrow balance of $447.36, the 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $2,059.22. Please note that your escrow shortage was again spread over a thirty-six month period starting with your October 1, 2016 mortgage payment. Resultantly, that is the reason why your overall monthly mortgage payment decreased by $557.68, from $2,085.01 to $1,527.33. Attached for your review is a copy of the escrow analysis for August 9, 2016.   In summary, the [redacted] County Assessor’s Office has confirmed that you are fully exempt from having to pay property taxes from January 1, 2016 in perpetuity, under the 100% Disabled Veteran’s Exemption, for your home located at [redacted], [redacted] so long as you retain ownership of that property. Furthermore, the property taxes that CMS paid in the amount of $3,004.64 for the year 2015 were valid and assessed to your escrow account correctly. If you have any further questions regarding your homestead exemption, please direct them to your county assessor’s office. As it pertains to your escrow balance, once the property taxes in the amount of $3,004.64 that were assessed to your escrow account are fully recovered by CMS in the form of your escrow payments, your escrow account will be analyzed again resulting in a decrease in your mortgage payment. Therefore, based on the aforesaid investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalf. Furthermore, it is clear that CMS immediately addressed your request for an escrow analysis by reanalyzing your escrow account each time you made a request to do so, lowering your mortgage payment each time.   Finally, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].   We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time. Tell us why here...

July 7, 2016  [redacted]  RE:      Complaint No:            [redacted]Loan No.: ...

                  [redacted]Property Address:       [redacted]            Dear Ms. [redacted]: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on June 15, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry. As we understand your complaint, you claim that CMS is inaccurately reporting your March and April 2016 payments late to the credit agencies.  As a preliminary matter, please note that our CMS Customer Research Department originally received an inquiry from you on April 27, 2016, which raises the exact same issues as this current complaint. Accordingly, CMS researched the loan and a response was sent to you on May 25, 2016. For your ease of reference, attached hereto please find a copy of CMS’s response dated May 25, 2016.  We regret that you are dissatisfied with our response of May 25, 2016.  CMS is committed to the highest standards of customer satisfaction and professionalism, and we take all legitimate complaints regarding the conduct of our business very seriously.  Although we understand you were not pleased with the outcome, the complaint was investigated fairly and we believe it was resolved appropriately.   Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, we would like to take this opportunity to further clarify our response in this matter. Upon further review, our records show that on March 25, 2016 CMS sent an amended payoff statement to Home Point Financial that showed a payoff amount of $206,035.85, good to April 1, 2016.  Please note that at the time, your loan was showing due for the March 1, 2016 payment.   Attached for your ease of reference is a copy of this payoff statement.   Subsequently, on April 1, 2016 CMS received the payoff in the amount of $206,035.85.  That same day this payment was applied as a payoff of your loan.  Once again, please note that at the time, your loan was still showing due for the March 1, 2016 payment.   Below, for your ease of reference is a summary of how these payoff funds were applied to your loan. Principal Balance:                               $203,821.15Interest:                                               $    1,698.50Recording Costs:                                $         86.00Late Fees:                                            $         64.77FHA MI Insurance Premium:             $       184.94Escrow Account Shortage:                 $       180.49                        Total:                                     ...⇄ $206,035.85  As mentioned in our prior response, CMS reported to the credit agencies that the March 1, 2016 payment was received by CMS thirty days late, and that your loan was paid in full on April 1, 2016.  Additionally, our records do not show any derogatory report for the April 1, 2016 payment.   Under the circumstances CMS has determined that the information we reported to the major credit bureaus properly reflects the your payment history and loan information.  We are, therefore, unable to make the requested changes to the reported information.  It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regards to the current loan status, payment history and loan information of our borrowers.   Finally, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error. We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time. Sincerely,  [redacted]Customer Advocate CC:  Revdex.com    -INQUIRIES & COMPLAINTS-For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/. -IMPORTANT BANKRUPTCY NOTICE-If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney. -CREDIT REPORTING-We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations. -MINI MIRANDA-This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States. -HUD COUNSELOR INFORMATION-If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted]. -EQUAL CREDIT OPPORTUNITY ACT NOTICE-The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580. -SCRA Disclosure-MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].  -NOTICES OF ERROR AND INFORMATION REQUESTS-You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

November 6, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
[redacted]
RE: Loan No.: [redacted]
Case No.: [redacted]
Primary Borrower: [redacted]
Property Address: [redacted]
Dear Mr. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com received in our office via e-mail on October 28, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your rebuttal, you allege that your loan was transferred from [redacted] (“[redacted]”) to CMS but that CMS has not provided you with any mortgage statements since the effective date of service transfer despite your prior verbal requests. Also, you state that you do not have access to your CMS online account and are therefore unable to confirm the correct amount of your monthly mortgage payments. As a result, your desired resolution is for CMS to provide you with monthly mortgage statements and to allow you access to your online account.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, 2015. At the time of the service transfer your loan was contractually current and due for the April 1, 2015 payment.
As a preliminary matter, please know that CMS’s policy is to cease any and all attempts to collect a debt pursuant to United States Bankruptcy laws on all active or discharged bankruptcy cases. The purpose of this policy is to protect CMS’s customers and to prevent any implication or misinterpretation that CMS may be attempting to collect a debt improperly. Based on a review of your account, our notes confirm that is the reason why CMS is not sending you monthly mortgage statements.
Upon further review, CMS’s Bankruptcy Department has confirmed that you were not the petitioner in the Chapter 7 bankruptcy filed on September 30, 2011, case number [redacted], in the United States Bankruptcy Court Western District of [redacted]. When your loan transferred from your prior servicer, CMS inadvertently updated your account to reflect that you had filed the aforesaid Chapter 7 bankruptcy and had been discharged of your mortgage debt. As a result, CMS immediately ceased any and all attempts to collect a debt including sending you monthly mortgage statements. CMS sincerely apologizes for this inadvertent error and for any inconveniences you may have experienced as a result.
That said, please accept this correspondence as confirmation that CMS has removed the bankruptcy discharge flag from your account, corrected the last twenty-four (24) months of your credit report with all major credit reporting bureaus ([redacted], [redacted], and [redacted]), and updated your account so you can receive monthly mortgage statements going forward. Please do allow for up to thirty (30) days for the credit bureaus to update and correct your credit report. Additionally, please note that your online account is currently unlocked and that you have the ability to access your account information by visiting our website at [redacted].
As a reminder, by accessing your online account you are also able to view your recent payment history, download a copy of your most recent billing statement or escrow analysis, or make a mortgage payment. Lastly, if you need assistance resetting your online account password please contact our Customer Service Department directly by calling [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time
As of the date of this correspondence, your payment history reflects that your account is paid through October 2015 and due for the November 1, 2015 payment in the amount of $687.40. For your reference, attached hereto as Exhibit “A” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions.
Furthermore, we would like to take this opportunity to remind you that all payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit bureaus as delinquent. Consequently, we 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 closing, we again sincerely apologize for CMS’s inadvertent error and for any inconveniences you may have experienced as a result. Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted] Customer Advocate
CC: Revdex.com
-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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY] In the very brief period that Carrington has had my mortgage, how can the escrow be short such a large amount if it weren't for [redacted]!Over the period that [redacted] had my mortgage, they would increase my payment for whatever mortgage jargon reason, I would pay it for however long a period it was, then not long after, I would get a sizeable refund, why is that? Why would they give me a refund after I had just paid on a shortage they claim there was all along!Is this going to be the same sort of circus with Carrington, they up my payment for the reason given, then at some point in time, they send me a refund!
Regards,
[redacted]