Carrington Mortgage Services LLC

May 12, 2016 [redacted]  [redacted] RE:      Complaint No.:           [redacted] MLD Loan No.:          [redacted]...

                                        ...⇄ Dear Ms. [redacted]: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 21, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry. As we understand your complaint, you allege that you applied for a U.S. Department of Agriculture (“USDA”) guaranteed loan with CMS and during your application process CMS ran your credit profile on more than one occasion.  You go on to say that you later discovered through another source that the USDA will not consider any loan applicants with a credit score of less than 640.  Therefore, you do not understand why CMS ran your credit profile more than once, as your credit score was less than 640.  Finally, you state that you believe your credit score has been negatively affected due to these inquiries by CMS. As a preliminary matter, please note that the minimum credit score for a USDA guaranteed loan is 550.  In addition, the USDA has specific requirements and limitations for applicants with credit scores ranging from 550 to 580.  Upon review, our records show that on June 23, 2015, you contacted CMS and indicated you wanted to apply for a purchase loan in the amount of $122,448.00.  At the time, you informed the Loan Officer that you were shopping for a loan and authorized CMS to pull your credit to determine potential loan qualifications.  This credit report showed credit scores below 640 but above 550.  As you are aware, your credit report also showed some adverse credit information that included collections and charge offs after a bankruptcy.  The Loan Officer explained that you would not qualify for a loan based on the adverse credit information on your credit report.  You informed the Loan Officer that you would be disputing the collection accounts as they had been paid.  The Loan Officer provided you credit report contact information to help with your credit dispute process.      Subsequently, on September 23, 2015, you contacted CMS again and indicated you had resolved the disputed collection items on your prior credit report.  In addition, you stated that you were shopping for another property.  Subsequently, on December 28, 2015, you informed the Loan Officer that you were interested in purchasing a property with a sale price of $149,000.00, and you authorized CMS to pull your credit report to determine potential loan qualifications.  This credit report still showed credit scores below 640 but above 550.  The Loan Officer provided you two loan options through Federal Housing Administration (“FHA”) and USDA.  You decided to go through USDA loan as the estimated payment amount was slightly lower than FHA.  However, the loan amount increased to $153,213.00, and you mentioned that the payment amount would be too high for you based on your current income. Subsequently, on December 29, 2015 CMS sent you a Statement of Credit Denial, Termination, or Change that states you application was denied due to Credit Application Incomplete.  Attached for your ease of reference is a copy of this letter. Based on the forgoing, we believe the record is clear that CMS properly reviewed both of your loan applications in accordance with USDA lending guidelines.  Furthermore, the records show that you provided CMS authorization to run your credit report on June 23, 2015, and again on December 28, 2015 for the purpose of purchase money loan applications.  In light of this information, please be advised that CMS denies, generally and specifically, all claims and allegations of wrongdoing contained in your correspondence.  Simply put, your claims and allegations have no basis in fact or law, and therefore are completely without merit. 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

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]

July 30, 2015[redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint I.D. No.: [redacted]Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of a...

complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on July 9, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.As we understand your complaint, you allege that CMS has engaged in inappropriatecollaboration with your doctor and your attorney regarding medical issues you experienced in2011, and as a result of the collaboration, CMS has managed your account improperly. Forexample, you claim that CMS has modified your loan without your knowledge. You also statethat you have always paid your property taxes and hazard insurance, but that CMS has forcedyou to be late on your mortgage payments by improperly applying payments to your loan. Youare requesting CMS to waive your outstanding late charges and place any unpaid payments at theend of your loan.At the outset, please note that CMS has attempted to assist you in seeking an affordablemortgage payment since 2008. To that end, CMS first modified your loan on November 25,2008. This loan modification lowered your principal and interest payment from $750.29 to$651.91. This loan modification also lowered your adjustable interest rate from 8.875% to7.25% fixed for the remaining term of the loan. The interest due in the amount of $687.49 wascapitalized giving you a newly modified principal balance of $93,643.67. The loan was broughtcontractually current and due for the December 1, 2008 payment.In another effort to assist you, CMS modified your loan a second time on April 20, 2011 . Thisloan modification lowered your principal and interest payment further, from $651.91 to $439.73and also lowered your interest rate from 7.25% fixed to 5% fixed for five years. In addition, theloan was amortized over a 44.42 year term to make the payment more affordable (the maturitydate remained the same). The interest due in the amount of $547.64 was capitalized giving you anewly modified principal balance of $91,191.46. The loan was brought contractually current anddue for the May 1, 2011 payment.CMS is uncertain why you believe CMS completed a loan modification without your knowledge.As you can see, your signature is affixed to each of these two loan modifications, one of whichrequired you to sign the document in the presence of a notary. Moreover, CMS would like totake this opportunity to point out that your signature on each of the loan modifications matchesthe signature on your original loan documents, copies of which are included here for your ease ofreference. In light of the above, CMS respectfully submits that CMS did not complete any loanmodification without your knowledge.Please be advised that each of these two loan modifications did not require your loan to beescrowed and CMS did not collect monthly amounts from you for the future payment of yourproperty taxes or hazard insurance as you were required to maintain these items outside of yourmortgage payment.A review of our records found that on March 7, 2013, CMS received the attached CancelationNotice from your insurance company, [redacted] ("[redacted]")notifying CMS that your hazard insurance would be canceled effective on March 23, 2013 due toyour non-payment of premium. On March 20, 2013, CMS received the attached ReinstatementNotice from [redacted] indicating that your hazard insurance was reinstated effective March 19,2013 with a renewal of your insurance becoming due on June 29, 2013.On May 7, 2013, CMS received another Cancelation Notice effective on May 24, 2013 due toyour non-payment of the hazard insurance premium, a copy of which is included here for yourease of reference. On May 25, 2013, CMS issued you the attached Notice to Provide FireInsurance ("NPFI") for the period beginning on May 24, 2013. This NPFI notified you that yourproperty is required to be adequately insured at all times and requested that you immediatelyprovide Evidence of Insurance ("EOI") to CMS.In addition, this NPFI also advised you that if CMS was not in receipt of EOI with a minimumcoverage amount of $209,500.00, CMS would purchase Lender Placed Insurance ("LPI") onyour behalf and at your expense for the annual premium amount of $1,487.40. It is important tonote that a LPI policy is generally more expensive than the cost of a policy that a borrower maybe able to obtain with a preferred insurance provider, mainly because the LPI policy wouldinsure the lender, even in the event that the property suffered a claimable loss during a lapseperiod in coverage dates. In addition, LPI only insures the lender's interest and does not insureany of the borrower's personal belongings.Because CMS was not in receipt of your EOI, a Second and Final NPFI was issued to you onJune 25, 2013. This notice informed you that CMS was not in receipt of your hazard insuranceand also explained that you had the right to purchase insurance from the company of yourchoice. This Second and Final NPFI reminded you that if CMS was not in receipt of EOI with aminimum coverage amount of $209,500.00, CMS would purchase Lender Placed Insurance("LPI") on your behalf and at your expense for the annual premium amount of $1,487.40.On July 25, 2013, CMS was not in receipt of the requested EOI and as advised within the twoprior notices, CMS purchased hazard insurance on your behalf and at your expense effective asof May 24, 2013. Consequently, CMS established an escrow account for your loan andadvanced $247.90 for the payment of the May and June 2013 monthly LPI installments in theamount of $123.90 each ($1,487.40 divided by 12 equals $123.90). CMS also issued you theattached Notice of Lender Placed Fire Insurance that contained a LPI policy for the annualpremium amount of $1,487.40 and CMS continued to advance the monthly amount of $123.90from your escrow account. ·On October 2, 2013, CMS completed the initial analysis of your escrow account and the attachedescrow analysis was issued to you the same day. This escrow analysis projected total an annualhazard insurance premium in the amount of $1,487.40. Because the total annual escrowdisbursements for your loan were projected to be $1,487.40, your escrow account was requiredto have a minimum of $123.95 at all times ($1,487.40 divided by 12 equals $123.95). Basedupon the projected disbursement date of your hazard insurance premium, CMS determined thatyour escrow account would have a deficit of $867.65 in November 2013. Because you wererequired to have $123.95 in your escrow account at all times, CMS determined that your escrowaccount would contain an escrow shortage in the amount of $991.60 at that time ($867.65 plus$123.95 equals $991.60).In order to prevent any undue hardship, CMS spread the escrow shortage of $991.60 over aperiod of twelve months which resulted in an increase to your monthly mortgage payment from$439.73 to $646.31 effective with the November 1, 2013 mortgage payment. For your ease ofreference, a breakdown of the November 1, 2013 mortgage payment is outlined below. Principal and Interest: $ 439.73 Base Escrow Collection: $ 123.92 ($1,487.40 divided by 12) Monthly Escrow Shortage: $ 82.63 ($991.60 divided by 12) November 1, 2013 Payment $ 646.31On January 8, 2014, CMS received the attached EOI for your insurance policy with [redacted]
[redacted] ("[redacted]") for an insurance policy covering the period beginning onMay 3, 2013 to May 3, 2014. Because CMS was finally in receipt of the requested EOI, CMSrefunded your loan the full amount of $991.60 which was applied to your escrow account onJanuary 13, 2014. CMS then removed the monthly escrow collection from your loan.On December 31, 2014, CMS received your loan modification application for considerationunder the H[redacted] ("[redacted]"). At the time of receipt, your loanwas in default and showing due for the November 1, 2014 mortgage payment. A review of yourRequest for Mortgage Assistance form ("[redacted]") shows that you received assistance completingthe RMA from the [redacted] Corporation of America ("[redacted]"). In addition toreceiving your RMA form, CMS also received the attached 4506T-EZ form, as well as yourNovember and December 2014 bank statements.A preliminary review of your application found that CMS was not in receipt of benefit awardletter, a properly completed 45606T-EZ form, and all pages of your three most recent bankstatements. Accordingly, CMS issued you the attached Initial Package Acknowledgement -Incomplete Notification that required CMS to be in receipt of the missing information on orbefore February 5, 2015.On January 21, 2015, CMS received additional information from you and determined that yourapplication appeared to be complete. Your file was then sent to CMS's UnderwritingDepartment for further consideration. On January 30, 2015, the Underwriting Departmentreviewed your file and discovered that CMS required additional information from you to supportyour occupancy of the subject property. Consequently, your file was sent back to the IntakeDepartment and the attached Incomplete Information Notice ("IIN") was issued to you onFebruary 7, 2015. This IIN required that CMS be in receipt of proof of occupancy on or beforeMarch 14,2015.On March 13, 2015, CMS received the attached email from you providing CMS with a copy ofyour Dish Net television service address as proof of your occupancy of the property. As you areaware, you sent this information to CMS's Home Retention Department to satisfy CMS's requestfor missing information. CMS would like to point out that your signature on the fax coversheetalso matches the signatures on your prior loan modifications as well as your original loandocuments.On March 25, 2015, CMS determined that your loan was [redacted] eligible. As required, CMSextended you the attached [redacted] Trial Period plan ("[redacted]") that required you to submit threeconsecutive monthly payments in the amount of $411.00 for the months of May, June and July2015. Upon the successful completion of the [redacted], CMS agreed to permanently modifyyour loan under [redacted].As required under [redacted] guidelines, CMS then requested its Escrow Department to verify yourcurrent preferred insurance policy and to fully pay any remaining amounts due under yourpreferred insurance policy. In addition, CMS also requested its Escrow Department to pay alldelinquent property taxes including any property taxes that would become due in the followingninety days which was completed on Aprill, 2015. Accordingly, CMS advanced $1,368.01 dueunder your preferred insurance policy and also disbursed $304.32 for the payment of yourproperty taxes for a total disbursement amount of $1,672.33.It is important to note that CMS is required under [redacted] guidelines to pay these amounts and toestablish an escrow account for the future collection and payment of your property taxes andinsurance. Later on April 1, 2015, you contacted CMS and advised the CMS representative thatyou did not wish to proceed with the approved [redacted]. The CMS representative notifiedyou that CMS must receive your request to cancel the loan modification in writing in order tocancel the [redacted].On April 16, 2015, you contacted CMS and again expressed your desire to cancel the [redacted]. The CMS representative again explained that CMS must receive your request in writing.That day, a CMS representative sent you an email reminding you that in order to cancel the[redacted], CMS needed your [redacted] rejection letter. The CMS representative provided youwith the fax number to send your [redacted] rejection letter to CMS.Later that same day, CMS spoke with you and again informed you that that in order to cancel the[redacted], CMS would need you to send such request to CMS in writing. During this phoneconversation, the CMS representative confirmed that an escrow account was established whichwas required under [redacted] guidelines. The CMS representative provided you with a fax numberand an email address to send your [redacted] rejection letter to CMS. Even later on April 16,2015, CMS received your emailed request to opt out of the approved [redacted]. Accordingly,CMS canceled the [redacted] and issued you the attached [redacted] Non-Approval Notice.On April 17, 2015, you contacted CMS and expressed your dissatisfaction that your paymentincluded a monthly escrow collection. During this phone conversation, you alleged that CMSunlawfully approved your loan for a modification. The CMS representative explained that yourloan was not modified a third time, rather a [redacted] was set up and an escrow collection wasestablished as required under [redacted] guidelines. The CMS representative explained that the[redacted] was canceled and CMS would begin the process to remove the escrow accountestablished under the [redacted].On April 24, 2015, your tax and insurance lines were converted back to non-escrow and theattached escrow analysis was issued to you. Although this escrow analysis did not project forany future escrowed items, the analysis did account for the advances previously made by CMS inconnection with the [redacted] approval to pay your preferred insurance policy premium andyour property taxes totaling $1,672.33. This escrow analysis determined that your escrowaccount contained an escrow shortage in the amount of $1,373.80. As a reminder, this shortageis attributable to funds already advanced by CMS to pay your preferred policy premium and yourproperty taxes. You had the benefit of these funds regardless of whether the [redacted] was finalized,since the premium and property taxes would have been due and payable by you in any event. Inorder to minimize the impact of the shortage on your monthly payment amount, the shortage wasspread over a twelve month period and resulted in an increase of your mortgage payment to$554.21 effective with the June 1, 2015 payment. For your ease ofreference, a breakdown oftheJune 1, 2015 mortgage payment is outlined below. Principal and Interest: $ 439.73 Base Escrow Collection: $ 0.00 Monthly Escrow Shortage: $ 114.48 ($1,373.80 divided by 12) June 1, 2015 Payment $ 554.21On May 4, 2015, you contacted CMS and requested the status of your loan. The CMSrepresentative notified you that your loan was in default and showing due for the April 1, 2015payment in the amount of $539.24 with funds in the amount of $24.85 being held in an unappliedstatus. You stated that you should have had additional monies in an unapplied status. The CMSrepresentative explained that your mortgage payment included a monthly escrow collection forthe amounts advanced due to the [redacted], and you stated that you rejected the [redacted].You then advised the CMS representative that despite the fact that your contractual mortgagepayment was $539.24, you would only send payments to CMS in the amount of $439.73On May 15, 2015, you contacted CMS and after you were provided with the total amount due,you notified the CMS representative that you would only send a total of $879.46 for the April 1,2015 and May 1, 2015 mortgage payments. (We note here that this amount is less than the totalof two principal and interest payments of $479.73 ($479.43 times two equals $959.46.) You alsostated that you would pay your escrow shortage at a later date. The CMS provided you with$539.24 as the amount of your contractual payment before the call was completed.On June 4, 2015, CMS received funds in the amount of $439.73 which were placed in anunapplied status along with the $24.85 that was previously held in an unapplied status for a totalunapplied amount of $464.58. CMS continued to hold these funds in an unapplied status untilthe time that CMS was in receipt of additional funds equaling the contractual payment of$539.24.On July 6, 2015, CMS spoke with you and you again expressed your dissatisfaction that yourpayment contained an amount to repay the advances made on your behalf in connection with the[redacted]. In an effort to assist you, the CMS representative agreed to request that yourescrow shortage be spread over a twenty-four month period to reduce your contractual mortgagepayment. The CMS representative provided you with the status of your account before the callwas completed.The following day, CMS completed the attached new escrow analysis and a copy was sent to youthe same day. This escrow analysis determined that your escrow account contained an escrowshortage in the amount of $1,259.32, which was spread over a twenty-four month period. Thisresulted in a decrease to your mortgage payment to $492.20 effective with the July 1, 2015payment. For your ease of reference, a breakdown of the July 1, 2015 mortgage payment isoutlined below. Principal and Interest: $ 439.73 Base Escrow Collection: $ 0.00 Monthly Escrow Shortage: $ 52.47 ($1,259.32 divided by 12) July 1, 2015 Payment $ 492.20On July 22, 2015, CMS received funds in the amount of $1,108.05 from you. These funds wereinitially applied to with the $464.58 previously held in an unapplied status for a total unappliedamount of $1,572.63. The same day, CMS pulled $1,078.48 from the unapplied balance tosatisfy the April, 2015 and May 1, 2015 mortgage payments in the amount of $539.24 each andthe remaining $494.15 was held in an unapplied status until the time CMS received additionalfunds to satisfy the June 1, 2015 mortgage payment in the amount of $554.21.On July 23, 2015, CMS issued you the attached Notice of Intent to Foreclose ("NOI"). Thisnotice explained that your loan was in default for the non-payment of the June 1, 2015contractual payment and provided you with $1,736.71 less the $494.15 held in an unappliedstatus as the amount required to cure the delinquency. This NOI also notified you that failure tocure the delinquency within thirty days may result in acceleration of the sums secured by theMortgage and in the sale of the property.On July 24, 2015, CMS spoke with you and notified you that your loan was showing due for theJune 1, 2015 mortgage payment in the amount of $554.21. You were provided with the totalamount due and that there were funds in the amount of $494.I5 in an unapplied status. You werenotified that CMS required an additional $60.06 to be combined with the funds in an unappliedstatus to satisfy the June 1, 2015 mortgage payment. Shortly thereafter, CMS received fundsfrom you in the amount of $66.00 and CMS combined $60.06 along with the $494.15 previouslyheld in an unapplied status to satisfy the June 1, 2015 mortgage payment in the amount of$554.21. The remaining $5.94 is being held in an unapplied status until CMS is in receipt of theremaining $486.26 required to satisfy the July 1, 2015 mortgage payment.As of the date of this letter, your loan is showing due for the July 1, 2015 mortgage payment inthe amount of $492.20 with funds in the amount of $5.94 being held in an unapplied status.Attached for your ease of reference is a copy of your loan payment history along with the loanservicing system payment codes and definitions.In response to your concerns that CMS may have somehow engaged in any inappropriatecollaboration with your doctor and your attorney, we assure you that no such collaboration hastaken place. While CMS sympathizes with all customers who may have experienced unfortunatemedical circumstances, CMS is careful to avoid any appearance of conflict of interest, and wetreat all borrowers the same regardless of medical condition or membership in a protected class.Moreover, you may be pleased to know that CMS has a strict policy not to disclose any loan orpersonal information with any party regardless of the relationship with the borrower unless CMSis in receipt of written permission from the borrower to disclose such information to any thirdparty. CMS is unable to locate any evidence that your loan has been serviced differently fromany borrower who may have found themselves in a similar situation.Finally, in response to your request for CMS to waive the outstanding fees due on your loan andto place the delinquent payment at the end of your loan, please be advised that CMS respectfullydeclines your request as you have not made payments according to the terms of your loan. It isimportant to note that the should you have accepted the terms of the [redacted] by successfullycompleting the [redacted], CMS would have been required to waive all late charges andcapitalize all delinquent payments.Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan,and has properly managed your escrow account that was initially established due to LPI beingpurchased on your behalf. It is also clear that you were aware of all loan modificationscompleted by CMS and that CMS properly paid your property taxes and hazard insurance, andalso properly established an escrow account after you were approved for a [redacted].Regretfully, CMS is unable to remove the current escrow collection until the time that CMSreceives funds sufficient to repay the escrow deficit currently existing in the amount of$1,288.38. Should you wish to further discuss any aspect of your loan, we encourage you tocontact CMS's Customer Service Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely, [redacted]Customer AdvocateCC: Revdex.com

September 4, 2015
[redacted]
RE: Loan No: [redacted]
Complaint No.: [redacted]
Property Address: [redacted]

Dear Mr. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”)...

is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on August 10, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you claim that you paid your mortgage payment on May 1, 2015 and you are owed one half of the unused payment along with the remaining escrow balance in the amount of $595.20. You go on to say that CMS owes you a refund totaling $1,025.50 and that the refund check you received on July 15, 2015 in the amount of $595.50 was returned which caused you to be assessed $19.00 in bank fees.
Please note that on May 2, 2015, CMS received your payment in the amount of $1,127.56 which was applied towards your May 1, 2015 payment. It is important to note that interest accrues in arrears and the funds received were applied to the April 2015 interest that was due. The May 2015 payment received was applied as follows: $251.84 to Principal, $610.05 to Interest and $265.67 to Escrow.
On or about May 6, 2015 CMS provided you with a payoff statement good through June 6, 2015 in the amount of $167,719.53. On May 15, 2015, CMS received a payoff in the amount of $167,685.53 which was less than the total amount due as referenced above. That same day, $167,076.40 was applied to Principal, $609.13 was applied to Interest and $34.00 was applied to the Recording Fee. Since the above-referenced loan is a Federal Housing Administration (“FHA”) loan, you were required to include the monthly interest installment in the amount of $609.13 as part of the payoff. The Payoff Statement provided contains an “Important Notice for FHA Loans” disclosure which advises borrowers or potential authorized third parties that prepayments/payoffs that are received after the installment due date (after the first day of the month) must include interest to the next installment due date. For example, your loan was next due for the June 1, 2015 payment; therefore, at the time payoff funds were received, the interest due was for the next installment due. These funds are remitted to HUD and cannot be refunded to you. Attached for your ease of reference is a copy of the payoff statement dated May 6, 2015.
On or about May 30, 2015, CMS issued check number [redacted] for $595.20 which was sent to you via regular mail. On July 8, 2015, our records indicate you contacted our Customer Care Department to follow up regarding the status of the refund check issued to you on May 30, 2015. At that time of your call, a request was placed by one of our agents to place a stop payment on check number [redacted] and reissue a replacement check. The request for a stop payment was processed on July 13, 2015 for check number [redacted], and check number [redacted] was issued as a replacement on or about July 14, 2015. Our records indicate you contacted our Customer Care Department on July 20, 2015 and advised our agent that the escrow refund had been returned by your financial institution and that you had been assessed bank fees. On August 6, 2015, a stop payment was issued on check number [redacted] and check number [redacted] was issued on August 10, 2015.
Lastly, with regards to your request for reimbursement of a $19.00 bank fee due to the returned check that arrived on July 15, 2015, please note that y our complaint referenced that you had submitted a fax to our Customer Research Department and Customer Care Supervisor to review your request for reimbursement of the bank fee. We have checked with our Research Department and [redacted], the Customer Care Supervisor and we found no evidence that CMS received your bank statements on the date indicated in your complaint. Nevertheless, CMS has agreed to reimburse you your bank fees solely as an expression of our commitment to the highest standards of customer satisfaction. Please note that the reimbursement is contingent upon receiving copies of your bank statements which reflect the $19.00 bank fee in question. Pursuant to my conversation with your authorized third party [redacted] on September 1, 2015, we encourage you to submit your bank statements to the undersigned via fax at [redacted]. Upon receipt of your bank statement, we will submit the request for reimbursement. The request for reimbursement will take approximately twenty-four (24) to forty-eight (48) hours from receipt of your bank statement and will follow under separate cover.
We trust to have fully addressed your current concerns referenced in your complaint. If you should have further questions or concerns, you may contact the undersigned directly 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 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 9:00 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 STATEMENT-
Pursuant to section 169 of the Housing and Community Development Act of 1987, you may have the opportunity to receive counseling from various local agencies regarding the retention of your home. You may obtain a list of the HUD-approved housing counseling agencies by calling the HUD nationwide toll free telephone number 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 Service Members 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 9:00 p.m. Eastern Time or by mail at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
In fact I have a recording of their agent telling me that they would foreclose on my property.  Also the account number was off on the check however the Name address and was correct.  All they have to do is listen to the recording that they say at the beginning of every contact they have with customer for evidence of the conversation.

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.
This company (Carrington Mortgage Services) still makes it unavailable to pay additional principal and escrow. Here's an example of what I mean when I say their website makes it unavailable to pay additional principal and escrow Hopefully someone can contact these people and give them this prime example so they can fix this easily fixable problem. (I tried their customer service, they couldn't do anything)
Regards,
[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.

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

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]

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].

[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]

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.

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

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.
Their bankruptcy office was the ones who would not give information in June of 2015 to sell the property.  They had me send a key to them to the property and would not work with me so that I could sell the property.  I also tried working with a company to keep the property but Carrington would not give the information I needed so that I could get the help to work with them in Feb 2015.  So I filed bankruptcy and tried working with a reality company to sell the house.  They put the house on the market for about 2 weeks and the Carrington somehow got involved with them and they withdrew their posting and contract. 
Regards,
[redacted]

May 28,2015[redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint I.D. No.: [redacted]Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC...

("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our via email on May 15, 2015. CMS is committed to responsiblelending and servicing and we would like to address any concerns you may have. The followingis our response to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this Federal Housing Administration ("FHA")insured loan was transferred from [redacted] ("[redacted]") to CMS on April 2, 2015.On April 6, 2015, the attached Notice of Service Transfer ("Hello Letter") was issued to you thatnotified you of the service transfer to CMS.At the time of the service transfer your loan was boarded into CMS loan servicing system asbeing contractually current and showing due for the April 1, 2015 mortgage payment in theamount of$1,137.32. This payment was made up of a principal and interest amount of $780.99and a monthly escrow collection in the amount of $356.33 which included a collection for thepayment of hazard insurance and property taxes in the amount of $302.41 as well as a monthlyFHA Mortgage Insurance Premium ("MIP") in the amount of $53.92.Please be advised that CMS has confirmed that prior to the service transfer, [redacted] did in factagree to remove the monthly MIP requirement from your mortgage payment; however, theinformation CMS received at the time of the service transfer did not reflect that the monthly MIPpayment was canceled. Accordingly, the loan continued to show that the April 1, 2015 paymentwas due in the amount of$1,137.32.It is important to note, that while CMS began servicing the loan as of April 2, 2015, the RealEstate Settlement Procedures Act ("RESPA") at 12 USC § 2605(d) prevents CMS from treatingany payment as late for any purposes until the expiration of sixty days after the effective date ofthe servicing acquisition. This sixty day period is specifically intended to allow the acquiringservicer the necessary time to receive the acquisition file from the prior servicer and to ensure therecords of the acquiring servicer reflect the correct loan information. During the RESPA sixtyday service transfer period, CMS does not report derogatory loan or payment information to themajor credit reporting agencies or assess late fees to recently transferred loans.On April 10, 2015, CMS received funds in the amount of$1,084.00. Because the funds were notequal to or greater than the payment that was showing due at that time, CMS placed these fundsin an unapplied status until the time that CMS received additional funds sufficient to satisfy theApril 1, 2015 mortgage payment of $1,137.32.On May 1, 2015, CMS completed an analysis of your escrow account and issued you an escrowanalysis statement. This escrow analysis projected that the total annual escrow disbursementswould be in the amount of $3,628.98 which includes disbursements for hazard insurance in theamount of $573.00 and annual property taxes in the amount of $3,055.98.RESPA guidelines limit the amount of money a loan servicer may require a borrower to hold inan escrow account. This escrow reserve amount is also commonly known as an escrow cushion.Although RESP A does not require the lender to maintain a cushion, RESPA does allow a loanservicer to maintain an escrow cushion equal to two months (one-sixth) of the total amount of thetotal annual disbursements paid out of an escrow account.Because the total annual escrow disbursements for your loan have been projected to be$3,628.98, your escrow account is required to have a minimum of $604.82 at all times($3,628.98 divided by 6 equals $604.82). Based upon the projected disbursement date of yourannual hazard insurance premium and the projected date that your semi-annual property taxpayments are disbursed, CMS determined that your escrow account will only have $471.14 inMarch 2016. Because you are required to have $604.82 in your escrow account at all times,CMS determined that your escrow account will contain an escrow shortage in the amount of$133.68 at that time ($604.82 minus $471.14 equals $133.68).In order to prevent any undue hardship, CMS has spread the escrow shortage of $133.68 over aperiod of twelve months which resulted in a monthly escrow shortage collection in the amount of$11.14. Please be advised that the escrow analysis did not take into consideration a monthlyMIP payment.On May 7, 2015, CMS received funds in the amount of $1,083.40. These funds were also placedin an unapplied status. The following day, CMS pulled $1,137.32 from the unapplied status tosatisfy the April l, 2015 mortgage payment. After this payment application, the unappliedbalance was $1,030.08. On May 25, 2015, CMS received additional funds in the amount of$108.00. CMS then applied $107.24 along with the funds in the amount of $1,030.08 that werein an unapplied status to satisfy the May 1, 2015 mortgage payment in the amount of $1,137 .32.The remaining $0.76 was applied to the outstanding principal balance.Upon being made aware the fact that your April 1, 2015 mortgage payment should not haveincluded a collection of the MIP in the amount of $53.92, CMS has promptly adjusted yourmonthly mortgage payment to remove the MIP collection effective with the June 1, 2015mortgage payment. This has caused your June 1, 2015 mortgage payment to be reduced to$1,094.54. For your ease of reference, an itemization of the June 1, 2015 payment is outlinedbelow. Principal and Interest:       $ $780.99 Base Escrow Collection:     $   302.41 ($3,628.98 divided by 12) Monthly Escrow Shortage: $     11.14 ($133.68 divided by 12) June 1, 2015 Payment      $     1,094.54Currently, CMS does not offer the option to stop maintaining an escrow cushion for your loan.CMS adheres to RESPA guidelines and will maintain a two month escrow cushion in the escrowaccount at all times. Should you wish to pay the escrow shortage in full, we encourage you tosubmit the projected escrow shortage in the amount of $133.68 along with specific postinginstructions to CMS at the following address: Carrington Mortgage Services, Attention PaymentProcessing, [redacted]. Specific paymentinstructions should be clearly indicated on the form of payment as well as on the paymentcouponPlease be advised that CMS has begun the necessary actions to refund you the two additionalMIP payments that you paid for April and May 2015 at $53.92 each for a total of $107.84 fromyour escrow account. This escrow refund has been requested from CMS's CashieringDepartment and will be sent to you in the near future under separate cover. CMS would like totake this opportunity to sincerely apologize for any inconvenience you may have experienceddue to the inadvertent clerical error that caused the MIP payment to remain within your monthlymortgage payment.Also for your ease of reference, please find the below loan payment history ledger summarizingthe loan payment activity for the period that your loan has been serviced by CMS.Date        Amount      Transaction      Principal      Escrow       Unapplied      Unapplied       Month                                                            & Interest                                              Balance           Paid04/02/15 Service Transfer - Due for April 1, 2015            -             $0.00             $0.00               03/201504/09/15      -             Insurance Disb.         -              ($573.00)   $0.00             $0.00                  -04/10/15 $1,084.00   Partial Payment         -                -               $1,084.00      $1,084.00           -05/07/15 $1,083.40   Partial Payment         -                -               $1,083.40      $2,167.40           -05/08/15     -              Payment           $780.99          $356.33     ($1.1 37.32)   $1,030.08        04/201505/25/15 $107.24      Payment           $780.99          $356.33      ($1,030.08)   $0.00               05/201505/25/15 $0.76          Principal            $0.76                  -                   -               $0.00                   -In response to your request that CMS's Chief Executive Officer ("CEO") and President orExecutive Vice President personally respond to your recent correspondence, please be advisedthat all complaints delivered to executive management are responded to by the CustomerAdvocate Department. Members of executive management are not available to personallyrespond to your complaint, but task the Advocates with ensuring that concerns that are raised byborrowers are addressed to the fullest extent possible.Finally, regarding the alleged poor customer service and communication you received, aninvestigation concerning your allegations will be conducted by CMS and CMS will takewhatever action necessary in light of our findings. Again, we sincerely apologize for anyinappropriate communication that may have occurred.Based on the foregoing, we believe the record is clear that while CMS was not notified that theMIP portion of your mortgage payment was removed by the prior loan servicer, upon beingmade aware of the inadvertent clerical error, CMS has taken the necessary actions to remove theMIP payment from your loan as well as is taking the appropriate measures to refund you for anyoverpayment of the MIP payments made for the months of April and May 2015. Should youwish to further discuss any aspect of your loan, we encourage you to contact CMS's CustomerService Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at (866) 874-5017, Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely, [redacted]Customer AdvocateCC: Revdex.com

February 4, 2016
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
[redacted]
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Dear Mr. [redacted]:
The Customer...

Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 11, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand the complaint, you allege that your loan was recently transferred from [redacted] (“[redacted]”) to CMS. You go on to say that you have made all of your mortgage payments on time and that CMS sent you correspondence advising you that your account had an outstanding balance. As a result, you believe that CMS has failed to apply all of the mortgage payments you made to your account. Also, you state that CMS continues to debit from a closed bank account that was previously used for auto draft payments. Consequently, your desired resolution is for CMS to stop drafting your closed bank account, credit all of your mortgage payments to your loan, and remove any delinquencies that may have been reported to the credit reporting agencies.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about October 2, 2015. At the time of the service transfer your loan was contractually current and next due for the November 1, 2015 payment.
As a preliminary matter, please be advised that [redacted] sent you a Notice of Assignment, Sale or Transfer of Servicing Rights (“Goodbye Letter”) on September 17, 2015. The Goodbye Letter was sent to your home address at [redacted]. For your reference, a copy of the Goodbye Letter is attached hereto as Exhibit “A”. Please note that [redacted] sent the Goodbye Letter fifteen (15) days prior to the effective date of service transfer and did properly notify you that CMS would be your new servicer effective October 2, 2015. Additionally, please further note that the Goodbye Letter specifically advised you that if your monthly payments were automatically deducted from your bank account, then that particular service would continue after the service transfer to CMS.
Likewise, CMS sent you a Notice of Servicing Transfer (“Hello Letter”) on September 23, 2015 – approximately ten (10) days before the service transfer. The Hello Letter was also sent to your home address at [redacted]. For your reference, 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 October 2, 2015 and to advise you that your prior servicer, [redacted], would no longer accept payments received after October 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 remit your monthly mortgage payments, the address to our Customer Service Department, and a toll-free telephone number to our Customer Service Department. Specifically, the Hello Letter also advised you that if your monthly mortgage payments were being electronically withdrawn from your bank account by your prior servicer, then that particular payment method would continue in connection with the servicing transfer. 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.
On November 2, 2015, CMS processed your regularly scheduled monthly auto draft payment in the amount of $2,083.15. Of that amount, CMS applied $1,783.15 to your November 1, 2015 mortgage payment and the remainder, $300.00, towards your principal balance. Thereafter, on November 4, 2015, CMS was notified by your banking institution that the auto draft payment was rejected due to being unable to locate your account. As a result, CMS reversed the November 2, 2015 auto draft payment from your November 1, 2015 mortgage payment and principal balance and assessed your loan a $50.00 return item fee. For your reference, attached hereto as Exhibit “C” please find a copy of the Payment Rejection Letter that CMS sent you on November 5, 2015 advising you of the aforesaid.
On November 5, 2015, you called CMS to discuss your mortgage payment options. During this phone conversation, you advised the CMS representative that you wanted to make a payment because you had already closed your bank account used for auto draft payments. The representative confirmed that your loan was set up for the auto draft payment option and would continue to debit your bank account each month until you cancelled your auto draft by submitting a request in writing. You acknowledged the representative’s explanation and stated you were not concerned with the auto draft payments because you had already closed the bank account used for auto draft and CMS would be unable to debit any mortgage payments from that particular bank account. You then proceeded to ask the representative about your payment options and the representative directed you to the CMS online website where you could find all available payment methods and applicable fees (if any) for your review.
On November 11, 2015, CMS received a bill pay check from you in the amount of $1,833.15. Of that amount, CMS applied $1,783.15 to your November 1, 2015 payment and the remainder, $50.00, was applied to your outstanding return item fee.
On December 1, 2015, CMS once again processed your regularly scheduled monthly auto draft payment in the amount of $2,083.15. Of that amount, CMS applied $1,783.15 to your December 1, 2015 payment and the remainder, $300.00, towards your principal balance. Thereafter, on December 3, 2015, CMS was notified by your banking institution that the auto draft payment was rejected due to being unable to locate your account. As a result, CMS reversed the December 1, 2015 auto draft payment from your December 1, 2015 mortgage payment and principal balance and assessed your loan another $50.00 return item fee. For your reference, attached hereto as Exhibit “D” please find a copy of the Payment Rejection Letter that CMS sent you on December 4, 2015 advising you of the aforesaid.
That said, please be advised that CMS’s policy is to add a certified funds flag on all accounts upon receiving notification of two (2) consecutive payment rejections due to being unable to locate a bank account. CMS has this policy in place to protect our customers and out of an abundance of caution with the objective of preventing any additional return item fees. Once a certified funds flag is added to an account, CMS will be unable to apply any payments to the account unless the payment is in the form of certified funds such as a cashier’s check or money order.
Subsequently, our records confirm that CMS received a check from you in the amount of $1,833.15 dated December 7, 2015. Please note that CMS returned your check on December 16, 2015 confirming that CMS was unable to process your payment because your check was not in the form of certified funds. Then, our records also confirm that CMS received another check from you in the amount of $1,833.15 dated December 24, 2015. On January 6, 2016, CMS again returned your check confirming that CMS was unable to process your payment because it was not in the form of certified funds. For your reference, attached hereto as Exhibit “E” please find a copy of the December 16, 2015 and January 6, 2016 Payment Return Letters that CMS sent you.
On January 6, 2015, CMS’s Customer Service Research Department sent you an Acknowledgment Letter confirming receipt of your inquiry dated January 5, 2016. Your inquiry raised concerns about your mortgage payments and you requested that CMS cancel the auto draft payment option because you had already closed that particular bank account used for auto draft payments.
On January 20, 2016, you called CMS’s Customer Advocacy Department to express your concerns with your mortgage payments and for an explanation of why CMS was returning your payments. The representative proceeded to advise you of the reason why CMS had assessed two (2) return item fees and why the certified funds flag had been placed on your account. Additionally, the representative advised you that he would request for our Customer Service Research Department to remove the certified funds flag from your account so you could continue to make regular monthly payments.
On January 22, 2016, CMS removed the certified funds flag from your account. Then, on January 25, 2016, CMS received an online payment from you in the amount of $3,662.82. Of that amount, $1,783.15 was applied to your December 1, 2015 mortgage payment, $1,783.15 was applied to your January 1, 2016 mortgage payment, $46.52 was applied to your late fee assessment for the December 1, 2015 mortgage payment, and the remainder, $50.00, was applied to your outstanding return item fee.
The following day, on January 26, 2016, solely as our commitment to the highest standards of customer satisfaction, CMS agreed to credit you for the two (2) return item fees in the amount of $50.00 each. Correspondingly, CMS credited your principal balance in the amount of $100.00 on January 27, 2016. Lastly, on February 2, 2016, CMS received a payment from you in the amount of $1,833.15. Of that amount, CMS applied $1,776.36 to your February 1, 2016 mortgage payment and the remainder, $56.79, was applied to your principal balance.
In regard to your credit reporting, please note that CMS did not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transfer. Moreover, pursuant to the Consumer Financial Protection Bureau guidelines, we have suppressed your credit reporting for sixty (60) days upon receipt of your complaint. In other words, your complaint was received on January 11, 2016 and the sixty (60) days will expire on March 11, 2016. As a result, CMS will report your account status and payment history to the credit reporting agencies in April of 2016.
As of the date of this correspondence, your payment history reflects that your account is paid through February 2016 and next due for the March 1, 2016 mortgage payment in the amount of $1,776.36. For your reference, attached hereto as Exhibit “F” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions.
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 reporting agencies as delinquent. Consequently, we strongly encourage you to remit your monthly mortgage payments to CMS on or before the due date to prevent any late fees or derogatory credit reporting for any unexpected issues that may arise when making your monthly mortgage payment.
After reviewing your complaint and account history, we find no evidence of wrongdoing on CMS’s behalf. Contrary to your allegations, our findings confirm that your prior servicer and CMS both provided you with timely and clear notices advising you of the service transfer, the continuation of your auto draft payment option, and your loan delinquency status. Consequently, CMS categorically denies any insinuation that we have not serviced your loan properly and pursuant to applicable laws. Nevertheless, CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC [redacted].
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I have read all of the legal terms used in the letter from Carrington Mortgage Services.  It's the same as all websites that I make purchases on.  Like I stated, the document shows that the payment was entered/submitted on April 30.  Thats the date that should be reflected on my account.  It's not my fault their system is antiquated but I am being punished for it. All other companies that I have made purchases on have updated their system to not allow this type of misinformation.  The process is confusing and I am not trusting of this company. Until my credit report reflects the submission date and the bad mark is removed I will not close this complaint. I will also move on to my social media platform where I have a large following.  I will make sure the public knows about the scam and bad business practice that Carrington Mortgage Services operates on.  I have also attached my screenshot that shows the payment was submitted on April 30th, therefore misleading, it doesn't say anywhere on the submission that I will not get credit for the submission.]
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.
I will continue to reject Carrington's resolution until they make this situation right by agreeing to sell my mortgage back to [redacted] at the original purchase price. Again, I was assured by Carrington customer service reps on several occasions that only change to the loan would be the servicer. I was told my mortgage payment would not increase. Their bogus escrow threshold required is just a way for them to recoup the money they spent acquiring loans from [redacted]. My escrow account was just evaluated by [redacted] in March and my payment increased by $30 a month beginning April 1. If Carrington fails to relinquish me back to [redacted], I will began speaking with numerous local and national media outlets to prevent other customers from enduring the same nightmare I have with Carrington. Again, I do not currently, nor will I ever agree to this proposed resolution from Carrington.
Regards,
[redacted]