Carrington Mortgage Services LLC

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

August 13, 2015
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

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

Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 17, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand the complaint, after the servicing of your loan was transferred to CMS you have requested CMS to establish automatic reoccurring monthly drafts for the payment of your loan. You are dissatisfied that CMS has not processed your request timely. You also state that you have experienced difficulty contacting CMS because your calls to CMS have been placed on an extended hold and some have resulted in your call being disconnected.
As you are aware, the servicing of this Veteran’s Administration (“VA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on April 2, 2015. On April 6, 2015, CMS issued you the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer your loan was contractually current and showing due for the April 1, 2015 mortgage payment in the amount of $1,448.25. This payment was made up of principal and interest in the amount of $1,161.31 and a monthly escrow payment in the amount of $286.94.
A review of our records found that on April 20, 2015, you contacted CMS in regards to difficulty you were experiencing accessing CMS Loan Servicing Website (“LSW”). During this phone conversation, the CMS representative provided you with information to assist you in successfully accessing CMS LSW. On April 22, 2015, CMS attempted to contact you to secure the April 1, 2015 mortgage payment and because the call was not answered, the CMS representative left you a message asking you to return CMS’s phone call.
On April 24, 2015, you returned CMS’s phone call and informed the CMS representative that you unsuccessfully attempted to make a payment on CMS’s LSW. Because the April 1, 2105 mortgage payment was unpaid at that time, you explained that you would attempt to successfully pay the April 1, 2015 mortgage payment via CMS’s LSW. On April 24, 2015, CMS received and applied your April 1, 2015 mortgage payment via CMS’s LSW.
April 27, 2015, CMS received the attached Auto Draft Authorization (“ADA”) form requesting CMS to establish automatic reoccurring monthly drafts for the payment of your mortgage on the sixteenth day of each month. CMS is able to confirm that while the banking information was entered into CMS’s loan servicing system, the automatic reoccurring monthly draft was not activated due to an inadvertent clerical error. CMS would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced to the unintentional clerical error that caused the automatic reoccurring monthly drafts for the payment of your loan not to be fully processed.
On May 14, 2015, CMS spoke with you and during this phone conversation, you inquired whether CMS had activated the automatic reoccurring monthly drafts for the payment of your loan. Because it typically can take up to forty-five days to establish the re-occurring drafts, the CMS representative informed you to continue making mortgage payments until you were notified by CMS in writing that the re-occurring drafts were established.
On May 15, 2015, CMS received and applied your May 1, 2015 mortgage payment. On June 16, 2015, CMS received and applied your June 1, 2015 mortgage payment. On July 16, 2015, CMS received and applied your July 1, 2015 mortgage payment. It is important to note that each of the above referenced mortgage payments were made via CMS’s no-cost online payment option.
Upon receipt of your complaint, CMS has taken the appropriate actions to establish and activate your request for CMS to establish automatic reoccurring monthly drafts for the payment of your mortgage. CMS is able to confirm that your full mortgage payment in the amount of $1,447.91 will automatically draft from your bank account beginning on September 16, 2015. Another letter will also be sent to you shortly under separate cover outlining this information. Again, CMS sincerely apologizes for any inconvenience you may have experienced to the unintentional clerical error that caused the automatic reoccurring monthly drafts for the payment of your loan to be delayed.
In regards to your claims that you have been unable to contact CMS because your calls have been placed on hold or disconnected, CMS is unable to locate any evidence that there is an issue with CMS’s phone system. While it is common that CMS experiences higher call volumes on the first day of the month, the sixteenth day of the month, and the last business day of the month, CMS is unaware of any systematic issues that would cause your calls to be disconnected. CMS is uncertain if you were making these calls from a mobile phone and if any calls that may have been disconnected may have been a result of loss of cellular reception. Regardless, CMS apologizes for any perceived telephone issues that caused your call to be disconnected.
Based on the foregoing, we believe the record is clear that once CMS was notified of the delay in establishing automatic reoccurring monthly drafts for the payment of your mortgage, CMS promptly corrected the issue and completed the activation of the automatic reoccurring monthly drafts that you requested. 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]
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

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

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].

March 1,
2016
[redacted]
[redacted]
[redacted]
[redacted]
           RE:      Complaint
No.:           [redacted]
Loan...

No.:                    [redacted]
                        Property Address:       [redacted]
           
Dear
Mr. [redacted] and Ms. [redacted]:
The
Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in
receipt of your complaint filed with the Revdex.com (“Revdex.com”)
received in our office via email on February 3, 2016.  CMS is committed to responsible lending and
servicing and we would like to address any concerns you may have.  The following is our response to the issue(s)
raised in the inquiry.
As we
understand your complaint, you claim that this is your second request to have
CMS correct a thirty (30) day late payment report to the credit agencies for
your July 2015 mortgage payment.  You go
on to say that you made your payment using the CMS automated phone pay system on
the last day of the month at 11:07 PM Eastern Time.  However, this payment was not processed by
CMS until the following day, and that is what caused this payment to be
reported late to the credit agencies.  In
addition, you claim that CMS did not provide any disclosure that informed you there
was a cut-off time to insure same day posting of your payment. Therefore, you believe that this payment
should not have been reported as a thirty (30) day late payment to the credit
agencies.   
At the outset, please note that
the servicing of this Federal Housing Administration (“FHA”) insured loan
transferred from [redacted] (“[redacted]”) to CMS on or December 3,
2013.  Attached for your ease of
reference is a copy of the December 3, 2013 Notice of Service Transfer (“Hello
Letter”) sent to you by CMS that notified you of the service transfer.    At
the time of the service transfer the loan was showing contractually due for the
December 1, 2013 payment. 
While CMS began servicing the
loan on December 3, 2013, the Real Estate Settlement Procedures Act (“RESPA”)
at 12 USC 2605(d) prevents CMS from treating any payment as late for any
purposes until the expiration of sixty days after the effective date of the
servicing acquisition.  This sixty day
period is specifically intended to allow the acquiring servicer the necessary
time to receive the acquisition file from the prior servicer and to ensure the
records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and
complete post-transfer diligence and escrow analysis that are due within sixty
days of the acquired date.
As a preliminary matter, please
note that our CMS Research Department originally received an inquiry from you
on October 5, 2015 which raised the same issues as this current complaint.  Accordingly, CMS researched the loan and a
response was sent to you on October 16, 2015 via regular mail.  For your ease of reference, attached hereto
please find a copy of CMS’s response dated October 16, 2015.
We regret that you were
dissatisfied with our response to your inquiry. 
CMS is committed to the highest standards of customer satisfaction and
professionalism.  For this reason, we
take all legitimate complaints regarding the conduct of our business very
seriously.  Although we understand you
are not pleased with the outcome, your inquiry was investigated fairly and we
believe it was resolved appropriately.  Nevertheless,
as an expression of our commitment to the highest standards of customer
satisfaction, we would like to take this opportunity to clarify our response
and address any outstanding concerns in this matter. 
Upon further review, the records show that on July 31,
2015 you made a payment in the amount of $4,825.00 using the CMS automated
phone pay system at 9:49 PM.  This
payment was applied to your July 1, 2015 payment that same day.  Below, for your ease of reference is a copy
of this payment transaction.Subsequently, on August 31, 2015, you made a payment in
the amount of $4,900.00 using the automated phone pay system at 11:07 PM.  This payment was applied to your August 1,
2015 payment the following day on September 1, 2015.  The reason for processing this payment the
following day is that you made this payment after the established cut-off time
of 11:00 PM Eastern Standard Time.  Below,
for your ease of reference is a copy of this payment transaction. 
Lastly, our review of the automated phone pay system
process has confirmed that a cut-off time is provided to the caller at the
beginning of the phone pay process.  It
is important to note that CMS has not reported a late payment for the July 2015
payment to the credit agencies, as this payment was posted to your loan on July
31, 2015.  However, your August 2015 payment
has been reported thirty (30) days late to the credit agencies, as this payment
was posted to your loan on September 1, 2015.
Based on the foregoing, we have determined that the
information reported to the major credit agencies properly reflects your
payment history and loan information. We are, therefore, unable to make any changes
to the reported information. 
In closing, please be advised that
pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is
required to suppress the reporting of loan and payment information to your
credit profile for a period of sixty days after receipt of a qualified written
request and/or a Notice of Error.
We trust that this communication addresses all of 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
-INQUIRIES & COMPLAINTS-
For
inquiries and complaints about your mortgage loan, please contact our CUSTOMER
SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention:
Customer Service, [redacted], or by calling
[redacted].  Please include your loan number on all pages of
correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage
Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern
Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from
personal liability on the mortgage because of bankruptcy proceedings and have
not reaffirmed the mortgage, or if you are the
subject of a pending bankruptcy proceeding, this letter is not an attempt to
collect a debt from you but merely provides informational notice regarding the
status of the loan.  If you are represented by an attorney with respect to
your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about
your account to credit bureaus. Late payments, missed payments, or other
defaults on your account may be reflected in your credit report.  As
required by law, you are hereby notified that a negative credit report
reflecting on your credit record may be submitted to a credit reporting agency
if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt
collector and it is for the purpose of collecting a debt and any information
obtained will be used for that purpose. This notice is required by the
provisions of the Fair Debt Collection Practices Act and does not imply that we
are attempting to collect money from anyone who has discharged the debt under
the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If
you would like counseling or assistance, you may obtain a list of HUD-approved
homeownership counselors or counseling organizations in your area by calling
the HUD nationwide toll-free telephone number at [redacted] or toll-free
TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or
by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT
NOTICE-
The Federal Equal Credit
Opportunity Act prohibits creditors from discriminating against credit
applicants on the basis of race, color, religion, national origin, sex, marital
status, or age (provided the applicant has the capacity to enter into a binding
contract); because all or part of the applicant’s income derives from any
public assistance program; or because the applicant has, in good faith,
exercised any right under the Consumer Credit Protection Act. The Federal
Agency that administers CMS’ compliance with this law is the Federal Trade
Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA Disclosure-
MILITARY
PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the
military, please contact us immediately. 
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief.  For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our
determination.  You may request such
documents or receive further assistance by contacting Carrington Mortgage
Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O.
Box 3489, Anaheim, CA 92803.

January 25, 2017
[redacted]
[redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]
[redacted] [redacted]

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

Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on January 10, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you state that due to a change in your escrow account, your mortgage payment will increase in February 2017. You explain that for the past two years, you have had payments automatically deducted from your bank account which have included additional amounts to be paid to reduce your principal balance. You express dissatisfaction that you were unable to change the automatically drafted amount via CMS’s Loan Servicing Website (“LSW”) and that you were informed it would be necessary to re-enroll in the AutoDraft program in order to change the amount that was being drafted from your bank account monthly. You claim that when you contacted CMS for assistance, the CMS representative interrupted you and terminated the telephone conversation.
At the outset, please note that the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from JPMorgan Chase Bank N.A. (“JPMC”) to CMS on October 2, 2015. On September 23, 2015, CMS issued a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer your loan was contractually current and showing due for the November 1, 2015 mortgage payment. We are able to confirm that monthly mortgage payments were being automatically withdrawn from your bank account in the amount of $560.24 on the first day of each month. As outlined within the September 23, 2015 Hello Letter, CMS continued to automatically draft mortgage payments from your bank account on a monthly basis after CMS began servicing your loan.
On August 8, 2016, you contacted CMS and requested CMS to cancel your automatic payments. As you requested, CMS updated its records to no longer automatically draft monthly mortgage payments from your bank account. That same day, CMS issued the attached letter notifying you that CMS would no longer automatically draft monthly mortgage payments from your bank account.
Then, on September 30, 2016, CMS received your newly completed AutoDraft Enrollment Form wherein you requested CMS to begin automatically drafting mortgage payments from your checking account again. Accordingly, CMS updated its records to again automatically draft mortgage payments from you starting on November 1, 2016 in the amount $560.00. On October 3, 2016, CMS issued the attached letter notifying you of the automatic drafts. As you may recall, the letter clearly notified you that if the amount of your regular mortgage payment changed, the amount automatically drafted from your checking account would also change accordingly.
In compliance with the escrow analysis requirement, CMS completed an initial escrow analysis for your loan and issued the attached escrow analysis notification to you on December 16, 2016. The escrow analysis projected total annual escrow disbursements in the amount of $1,615.09. Based on the projected amounts and disbursement dates of your escrowed items, CMS determined that your escrow account would have a deficit of $55.55 in October 2017. Because you are required to have $191.06 in your escrow account at all times due to the two month escrow cushion, CMS determined that your escrow account would contain an escrow shortage in the amount of $246.61 at that time.
In order to prevent any undue hardship, CMS spread the escrow shortage of $246.61 over a period of twelve months which resulted in an increase to your monthly mortgage payment from $558.89 to $595.81 effective with the February 1, 2017 mortgage payment. For your ease of reference, a breakdown of the February 1, 2017 mortgage payment is outlined below.
Principal and Interest: $ 440.67
Base Escrow Collection: $ 164.59 ($1,615.09 divided by 12)
Monthly Escrow Shortage: $ 20.55 ($246.61 divided by 12)
February 1, 2017 Payment $ 595.81
As indicated above, and as you were notified within both your signed AutoDraft Enrollment Form you provided to CMS and within the letter sent to you on October 3, 2016, the amount of your automatically drafted payments would increase along with the increase of your mortgage payment in February 2016.
On January 9, 2016 you contacted CMS and notified the CMS representative that you wished to change the amount that would be automatically drafted from your bank account. You explained that you wanted an amount of $600.00 to be drafted in February 2017 and an amount of $596.00 to be drafted in March 2017. The CMS representative explained that in order to change the amounts being automatically drafted, it would be necessary for you to re-enroll in the AutoDraft program. The CMS representative notified you that you could obtain a copy of the AutoDraft Enrollment Form via CMS’s LSW and either fax or mail the completed form to CMS. In response, you expressed dissatisfaction that you were unable to change the monthly amounts being drafted from your bank account without sending such forms to CMS.
During this phone conversation, the CMS representative inquired whether you wished CMS to cancel your upcoming AutoDraft payment. You declined stating that you would not be able to mail the new form to CMS in time for the payment to be debited from your bank account. At that point, you claimed the CMS representative was speaking at the same time you were, and that you were having difficulty hearing the CMS representative. Because you were unable to hear the CMS representative clearly, you acknowledged that you may have been experiencing technical difficulties directly before the telephone disconnected.
Please be advised that CMS has listened to a recording of the telephone conversation in question and is able to confirm that the CMS representative that spoke with you during that telephone call was polite, professional and courteous to you at all times. In fact, after listening to the recording, we are satisfied that the CMS representative diligently attempted to assist you and also provided you with accurate information in regard to the fact that you were unable to change the amounts of the automatically drafted payments without completing a new enrollment form. CMS is unable to locate any evidence to suggest that the CMS representative was speaking over you or terminated the phone conversation. Nevertheless, we sincerely apologize if the level of customer service you received from CMS did not meet your expectations.
That said, CMS would like to take this opportunity to remind you that you are not required to change your AutoDraft payment to submit additional payments to your principal balance or to your escrow account. In fact, you can send any approved form of payment to CMS via the mail courier of your choice. Should you wish to make such payments, we encourage you to remit your payments along with specific posting instructions to CMS at the following address: Carrington Mortgage Services, LLC, Cashiering Department 2-270, 1600 South Dou[redacted] Road, Suites 110 & 200-A, Anaheim, CA 92806. Specific payment instructions should be clearly indicated on the form of payment as well as on the payment coupon.
You may also submit additional payments to your principal balance or to your escrow account via CMS’s LSW. Such payments must be made one business day after your monthly contractual payment has been satisfied by entering the specific amount under the “other” category within the LSW. Please be advised that the additional amount paid may not be greater than $1,000.00. In the alternative, you also have the option to cancel your enrollment in the AutoDraft program and remit monthly payments in the amount of your choosing to CMS. You may access CMS’s publicly available website at https://carringtonms.com/AccountServices/PaymentOptions/ for a comprehensive list of the available payment delivery options and addresses to send mortgage payments to CMS.
Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.
Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan and that CMS is unable to change the amount that will be automatically deducted from your bank account on a monthly basis without being in receipt of a new AutoDraft Enrollment Form. It is also clear that CMS representatives have been polite and professional to you at all times, and that CMS makes available multiple other avenues by which to achieve your goals with respect to your payment amounts. To the extent that statements in your letter consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are denied. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at ###-###-#### 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 ###-###-####, 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 ###-###-####. 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 ###-###-#### or toll-free TDD ###-###-####, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at ###-###-####.
-NOTICES OF ERROR AND INFORMATION REQUESTS-
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 ###-###-####, 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.

February 10, 2016
Sent via the Revdex.com Portal and U.S. Mail:
[redacted]
[redacted]
RE: Case Number: [redacted]
Loan No.: [redacted]
Borrower: [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”) and received in our office on January 13, 2016. CMS is committed to responsible lending and servicing, and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you contend that you have left voice mails and sent faxes asking for a return telephone call from a Manager in the Home Retention Department. In addition, you feel that some of CMS’s customer service representatives have been rude to you and sometimes provided you with incorrect information. You are requesting a return call from a Manager in the Home Retention Department.
Our records indicate that your Federal Housing Authority (“FHA”) insured loan was modified on or about May 8, 2015. Under the terms of your loan modification, your new principal and interest payment is $297.21, beginning with your June 1, 2015 payment.
After your loan was modified, CMS received several mortgage assistance applications from you. CMS reviewed each application for consideration under the FHA Home Affordable Modification Program (“HAMP”). The FHA-HAMP review process follows the United States Department of Housing and Urban Development (“HUD”) guidelines that govern FHA loans.
HUD sets forth strict guidelines regarding allowable loss mitigation options that require CMS to review loans in a specific order known as the “FHA Waterfall.” The order of the FHA Waterfall as directed in the HUD Mortgagee Letter 2012-22 is as follows: Forbearance Plan, Loan Modification, FHA-HAMP Loan Modification, Short Sale and Deed in Lieu of Foreclosure.
The first review was initiated on July 22, 2015 and resulted in a non-approval decision on August 28, 2015. The non-approval decision was issued because you did not submit a complete package to CMS on or before August 27, 2015. The second review was initiated on September 10, 2015. On or about October 20, 2015, CMS issued a non-approval decision because HUD guidelines do not permit a loan to be modified more than once within a twenty-four month period. The third review was initiated on November 5, 2015. On or about November 30, 2015, CMS issued a non-approval decision because HUD guidelines do not permit a loan to be modified more than once within a twenty-four month period. Please note that CMS included your student loan debt in its calculations because your records indicated that your student loan deferment would expire in January 2016.
On or about December 10, 2015, you called CMS with your authorized third party, [redacted], on the line. The CMS representative explained that you were not eligible to receive a repayment plan under the Home Affordable Modification Program (“HAMP”) because your income was not sufficient to cure your arrearages within six months. After learning that CMS may have included your student loan debt in the loan modification calculations, you stated that CMS should not have included these expenses in its calculations. You requested to speak to Home Retention Department Manager [redacted] directly and address your appeal directly to him. Before ending the telephone call, the CMS representative explained that your appeal request would be reviewed by the first available Home Retention Department representative instead of Mr. [redacted].
On or about December 16, 2015, you faxed a written appeal letter to the CMS Home Retention Department. In the appeal, you explained that your student loan debt should not be included as an expense because your debt gets deferred each year. On or about December 30, 2015, CMS issued the enclosed Formal Appeal Notification, advising you that your appeal was denied.
On or about January 4, 2016, you called CMS to discuss your appeal decision and requested to speak directly with Mr. [redacted]. However, Mr. [redacted] was unavailable to take your call so the CMS representative transferred you to Mr. [redacted]’s voicemail.
Shortly after we received your complaint, we contacted you to determine the full extent of the issues raised in the complaint. During a January 15, 2016 telephone call, you explained that you fell behind on your mortgage payments due to an injury you sustained. You also advised us that you began working with housing counselor [redacted] to prepare and submit a complete mortgage assistance application.
On or about January 22, 2016, CMS received your new hardship package. Unfortunately, CMS was unable to approve you for a modification or repayment plan. You did not qualify for a repayment plan because your income was not sufficient to cure your arrearages within six months, and you did not qualify for a loan modification because HUD guidelines permit only one loan modification within a twenty-four month period. Please note that CMS did not include your student loan debt or credit card debt in this review.
In the complaint, you state that CMS’s customer service representatives provided you with incorrect information. We have reviewed our records, including call recordings, and could not find any indication that you were provided with incorrect information. You also state that some of CMS’s representatives may have been rude to you. Although we could not find any records indicating that CMS’s representatives were not courteous to you, we would like to apologize for any poor customer service or communication that you may have received.
Regarding your assertion that your voicemails and faxes to [redacted] went unreturned, please note that CMS’s representatives may be unable to return missed telephone calls if sufficient callback information is not provided to them. Furthermore, our representative advised you during your December 10, 2015 telephone call that your appeal documents would be reviewed by the first available Home Retention Department representative instead of Mr. [redacted].
Notwithstanding the above, Mr. [redacted] placed a courtesy call to you on February 8, 2016. During this telephone call, you advised Mr. [redacted] that you were unable to recall if you provided your call back information in the voicemail. After Mr. [redacted] explained why you did not qualify for a formal repayment plan or loan modification, you requested that Mr. [redacted] explain the same to your housing counselor, Mr. [redacted]. Mr. [redacted] attempted to reach Mr. [redacted] the same day; however Mr. [redacted] was unavailable.
Your loan is now due for the June 1, 2015 payment. If you wish to bring your loan current, you will need to send a payment for $5,303.79 to CMS. For your convenience we have enclosed a Reinstatement Quote, good through February 29, 2016. The funds will need to be sent via certified funds to the following address:
Carrington Mortgage Services, LLC
Attn: Cashiering
[redacted]
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: Reinstatement Quote dated February 10, 2016

Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on April 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 claim after the servicing of your loan was transferred to CMS, you made timely contractual monthly mortgage payments to CMS. Nevertheless, you claim that CMS has misapplied these payments and has improperly notified the credit reporting agencies that your mortgage payments have been paid late causing your credit score to suffer. Your desired resolution is for CMS to report accurate loan and payment information to the credit reporting agencies.At the outset, please note that the servicing of this Veteran’s Administration (“VA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on April 2, 2015. On April 6, 2015, CMS issued the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer, your loan was contractually current and showing due for the May 1, 2015 mortgage payment in the amount of $1,033.50. This payment was made up of principal and interest in the amount of $870.19 and a monthly escrow collection in the amount of $163.31. Our records show that on May 2, 2015, CMS received and applied funds in the amount of $1,033.50 to your May 1, 2015 mortgage 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. In compliance with the RESPA escrow analysis requirement, CMS completed an initial escrow analysis for your loan and issued the attached escrow analysis notification to you on May 18, 2015. The escrow analysis projected your total annual escrow disbursements to be in the amount of $1,959.75, which included a hazard insurance premium in the amount of $885.74 and property taxes in the amount of $1,074.01. RESPA guidelines limit the amount of funds a loan servicer may require a borrower to hold in an escrow account, commonly known as an escrow cushion. Although RESPA does not require the lender to maintain a cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account.Because the total annual escrow disbursements for your loan were projected to be $1,959.75, your escrow account was required to have a minimum balance of $326.62 at all times ($1,959.75 divided by 6 equals $326.62). Based upon the projected disbursement date of your escrowed items, your escrow balance at that time, and the required escrow cushion, CMS determined that your escrow account would have a balance in the amount of $325.32 in September 2015. Because you were required to have $326.62 in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $1.30 at that time ($326.62 minus $325.32 equals $1.30).CMS spread the escrow shortage of $1.30 over a period of twelve months which resulted in a $0.10 increase to your monthly mortgage payment from $1,033.50 to $1,033.60 effective with the July 1, 2015 mortgage payment. For your ease of reference, a breakdown of the July 1, 2015 mortgage payment is outlined below.           Principal and Interest:       $      870.19           Base Escrow Collection:   $      163.31      ($1,959.75 divided by 12)           Monthly Escrow Shortage: $          0.10     ($1.30 divided by 12)           July 1, 2015 Payment        $    1,033.60On May 28, 2015, CMS received funds from you in the amount of $1,035.00. These funds were applied to your June 1, 2015 mortgage payment of $1,033.50 and the remaining $1.50 was applied to reduce your outstanding principal balance. On June 22, 2015, CMS disbursed $925.56 from your escrow account for the payment of your annual hazard insurance premium which was an increase of $39.82 from your previous annual hazard insurance premium of 885.74.Over the following months, CMS continued to receive timely mortgage payments from you that were sufficient to satisfy the subsequent mortgage payments due. On September 17, 2015, CMS disbursed $1,771.37 from your escrow account for the payment of your property taxes which was an increase of $697.36 from your previous property taxes of $1,074.01. Our records show that you continued to make timely mortgage payments that were sufficient to satisfy the subsequent mortgage payments due to CMS through the month of December 2015.On December 18, 2015, CMS completed a new escrow analysis for your loan to fall in line with the Georgia annual escrow analysis cycle and issued you the attached escrow analysis notification. This escrow analysis projected your total annual escrow disbursements to be in the amount of $2,696.93, which included the increased hazard insurance premium of $925.56 and the increased property taxes in the amount of $1,771.37. CMS continued to require you to maintain an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account.Because the new total annual escrow disbursements for your loan have been projected to be $2,696.93, your escrow account is required to have a minimum of $449.48 at all times ($2,696.93 divided by 6 equals $449.48). Based upon the projected disbursement date of your escrowed items, your escrow balance at that time, and the required escrow cushion, CMS determined that your escrow account will have a deficit in the amount of $429.39 in October 2016. Because you are required to have $449.48 in your escrow account at all times, CMS determined that your escrow account will contain an escrow shortage in the amount of $878.87 at that time ($429.39 plus $449.48 equals $878.87).In order to avoid a financial hardship, CMS has spread the escrow shortage of $878.87 over a period of twelve months which resulted in an increase to your monthly mortgage payment from $1,033.60 to $1,168.16 effective with the February 1, 2016 mortgage payment. For your ease of reference, a breakdown of the February 1, 2016 mortgage payment is outlined below.         Principal and Interest:         $         870.19         Base Escrow Collection:     $         224.74          ($2,696.93 divided by 12)          Monthly Escrow Shortage:  $           73.23          ($878.87 divided by 12)          February 1, 2016 Payment  $      1,168.16On December 29, 2015, CMS received funds from you in the amount of $1,035.00 which were applied to your January 1, 2016 mortgage payment in the amount of $1,033.60 and the remaining $1.40 was applied to reduce your outstanding principal balance. After the application of these funds, your loan was showing due for the increased February 1, 2016 mortgage payment in the amount of $1,168.16.On January 28, 2016, CMS received a partial payment from you in the amount of $1,035.00. Because these funds were less than the contractual payment due at that time, CMS placed these funds in an unapplied status until the time that CMS was in receipt of additional funds required to satisfy the full contractual mortgage payment of $1,168.16. On February 18, 2016, CMS sent the attached letter notifying you that CMS was not in receipt of your full February 1, 2016 mortgage payment.On March 2, 2016, CMS received new funds from you in the amount of $1,035.00 which brought the total amount of funds in CMS’s possession to $2,070.00. That day, CMS applied $1,168.16 to the February 1, 2016 mortgage payment and the remaining $901.84 was held in an unapplied status until the time CMS was in receipt of additional funds required to satisfy the March 1, 2016 mortgage payment in the amount of $1,168.16. On March 3, 2016, CMS issued you the attached letter notifying you that the $901.84 in an unapplied status was not sufficient to satisfy the mortgage payment due. On March 14, 2016, you contacted CMS concerned that your February 1, 2016 mortgage payment was reported to the major credit reporting agencies as being delinquent. The CMS representative notified you that your February 1, 2016 mortgage payment increased as a result of the December 18, 2015 escrow analysis. The CMS representative agreed to send you a copy of that escrow analysis and outlined your loan payment history demonstrating that the full February 1, 2016 payment was not received by CMS within the month that it became due.On March 18, 2016, CMS sent you the attached letter reminding you that CMS was not in receipt of your full March 1, 2016 mortgage payment.On March 30, 2016, CMS received funds from you in the amount of $1,168.00 bringing the total amount of funds in CMS’s possession to $2,069.84. These funds were applied to your March 1, 2016 mortgage payment in the amount of $1,168.16 and the remaining $901.68 was applied to reduce your outstanding principal balance. On April 10, 2016, and on April 19, 2016, CMS issued the attached letters notifying you that CMS was not in receipt of your full April 1, 2016 mortgage payment.On April 21, 2016, you again contacted CMS and continued to express dissatisfaction that CMS reported recent mortgage payments as being delinquent. The CMS representative again reminded you that your February 1, 2016 mortgage payment increased as a result of the December 18, 2015 escrow analysis and that CMS was not in receipt of your full mortgage payments within the same month that they became due, which resulted in reporting correct information to the credit reporting agencies.That day, you made a new partial payment to CMS in the amount of $267.00. Upon receipt of this partial payment, CMS reversed $901.16 from your principal balance then applied the sum of $1,168.16 to your April 1, 2016 mortgage payment which brought your loan contractually current and due for the May 1, 2016 mortgage payment in the amount of $1,168.16. Please be advised that CMS recently received a new payment from you in the amount of $1,168.00 which was again less than the contractual payment due in the amount of $1,168.16. As a courtesy to you, CMS transferred $0.16 from your escrow funds and applied the sum of $1,168.16 to your May 1, 2016 mortgage payment.In order to recover the advanced amount of $0.16, CMS assessed an escrow shortage fee in the amount of $0.16 to your loan. Please note that it is important that you submit your full monthly payment to CMS to avoid issues of this nature from arising in the future. Should you be uncertain of the amount of your monthly mortgage payment, you may view the monthly mortgage statements that are issued to you by CMS, you may visit CMS’s Loan Servicing Website (“LSW’’) at https://carringtonms.com, or you may contact our Customer Service Department at [redacted]. Attached for your ease of reference is a copy of your loan payment history as well as a copy of the loan servicing system payment codes and definitions.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.Finally, please note that pursuant to Consumer Financial Protection Bureau (“CFPB’) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.Based on the foregoing, we believe the record is clear that CMS has properly notified you of the increase to your February 1, 2016 mortgage payment, has properly applied all funds received from you to your loan, has reported accurate information to the major credit reporting agencies. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.Sincerely,[redacted],Customer Advocate

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.My complaint id [redacted] has been satisfied by Carrington Mortgage. Thank you for your assistance.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. However let me add that the inability to correct issues due to technology "blocks" on a more timely basis doesn't reflect well on CMS in regards to "customer service". The many other financial institutions that I do business with have never had problems like this and more importantly not having the ability for a live person to directly take a payment over the phone as an alternative which I tried to do is a first. CMS should review this practice and come up with a better solution for resolving these kinds of issues again on a more timely and customer friendly basis.
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.
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]

December 16, 2016     Original  Response Sent Via Regular Mail   [redacted]   [redacted]      [redacted]       ...

            [redacted]   
                        [redacted]       [redacted]             [redacted]                      Dear Mr. and Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on November 29, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand the complaint, you claim that you paid your November 1, 2016 mortgage payment in the amount reflected in a mortgage statement sent to you by CMS.  You also claim that CMS completed an analysis of your escrow account which increased your November 1, 2016 payment by approximately $53.00 and that you received notification of the increased payment after that payment became due.  You raise concerns that CMS failed to properly apply your funds to satisfy the November 1, 2016 payment which caused a late charge to be assessed to your loan.  You also suggest that CMS is required to complete an annual escrow analysis for your loan during the month of August.  The resolution you desire is for CMS to remove the late charge from your loan, and apply the funds toward your principal balance.   At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from Bank of America N.A. (“BANA”) to CMS on April 2, 2015.  On April 6, 2015, CMS issued a Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer to CMS.  At the time of the service transfer your loan was contractually current and showing due for the May 1, 2015 mortgage payment.  A review of our records shows CMS received your May 1, 2015 through July 1, 2015 mortgage payments in a timely fashion.   As you may know, the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days following a service transfer.  On June 2, 2015, CMS completed the first escrow analysis for your account and sent the attached Annual Escrow Account Disclosure Statement (“AEADS”) to you.  Based on the calculations from the June 2, 2015 AEADS, the projected escrow disbursement for the escrow cycle beginning August 1, 2015 and ending July 31, 2016 was calculated to be $4,136.40.  More specifically, the AEADS projected that your yearly city taxes would be $3,383.40, and your yearly homeowners insurance premium would be $753.00, which added together equals $4,136.40. This amount spread over a twelve month period was equal to approximately $344.70 per month.   Moreover, 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 the escrow balance from being overdrawn. The reason that escrow cushions are permitted is that, from time to time, payments for escrow items may become due in excess of funds available in the borrower’s escrow account. Because escrow items remain your responsibility, lenders are permitted to collect a cushion in case payments due for such items exceed available funds. 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 www.hud.gov.   Therefore, CMS was authorized to collect no more than 1/6th of your total projected escrow disbursement for the escrow cycle beginning August 1, 2015 and ending July 31, 2016.  Correspondingly, the total escrow cushion that CMS was allowed to collect was $689.40, which represents two months of escrow payments.  Based on the calculations from the June 2, 2015 escrow analysis, your low point escrow balance was $641.98.  In order to reach the required escrow balance of $689.40, the allowed 1/6th cushion, CMS needed to collect an escrow shortage in the amount of $47.42.  Resultantly, that is the reason why your overall monthly mortgage payment decreased by $19.42, from $1,266.41 to $1,246.99 effective with the August 1, 2015 mortgage payment.   On June 8, 2015, CMS sent the attached Adjustable Rate Mortgage (“ARM”) Change Notice to you.  The ARM Change Notice advised you of the interest rate change that would become effective on July 1, 2015.  The ARM Change Notice explained that your interest rate would increase from 2.375% to 2.5% pursuant to the terms of your original loan documents.  The ARM Change Notice also advised you that your principal and interest payment would increase from $898.34 to $907.98 effective with the August 1, 2015 mortgage payment.  Our records show that CMS continued to receive timely mortgage payments from you following this notice.   On September 18, 2015, CMS completed another escrow analysis which was sent to you that same day.  It is important to understand that CMS reanalyzed your escrow account pursuant to the regular escrow analysis schedule for your state.  CMS is uncertain why you claim that CMS is required to perform an annual escrow analysis during the month of August. Indeed, CMS is aware of no specific requirement as to when escrow analyses must be performed for loans secured by property located in New Jersey. With that in mind, CMS has determined it is reasonable to perform an escrow analysis in September of each year for the State of New Jersey.   The purpose of this AEADS was to advise you of the projected escrow activity for the escrow cycle beginning November 1, 2015 and ending October 31, 2016.  Specifically, the escrow analysis projected that your yearly city taxes increased from $3,383.40 to $3,410.12, and your yearly homeowners insurance premium remained at $753.00.  Correspondingly, the total disbursements for this escrow cycle were calculated to be $4,163.12, which if spread over a twelve month period was equal to $346.92 per month.   Based on the calculations from the September 18, 2015 escrow analysis, your low point escrow balance was $980.69, which was more than the required low point escrow balance of $693.84, the allowed 1/6th escrow cushion, thus creating an escrow surplus in the amount of $286.85.  An escrow refund check in the amount of $286.85 was issued to you on September 18, 2015.  Resultantly, that is the reason why your overall monthly mortgage payment decreased by $1.73, from $1,256.63 to $1,254.90 effective with your November 1, 2015 mortgage payment.  Our records show that CMS continued to receive timely mortgage payments from you.   On June 7, 2016, CMS sent the attached ARM Change Notice to you.  The ARM Change Notice advised you of the interest rate change that would become effective on July 1, 2016.  The ARM Change Notice explained that your interest rate would increase from 2.5% to 2.875% pursuant to the terms of your original loan documents.  The ARM Change Notice also advised you that your principal and interest payment would increase from $907.98 to $937.33 effective with the August 1, 2016 mortgage payment.  As in the past, CMS continued to receive timely mortgage payments from you.   On September 16, 2016, CMS completed a new escrow analysis for your loan to fall in line with the New Jersey annual escrow analysis cycle and issued you the attached escrow analysis notification.  The purpose of the AEADS was to advise you of the projected escrow activity for the escrow cycle beginning November 1, 2016 and ending October 31, 2017.  Specifically, the escrow analysis projected that your yearly city taxes increased from $3,410.12 to $3,717.03, and your yearly homeowners insurance premium decreased from $753.00 to $729.00.  Correspondingly, the total disbursements for that escrow cycle were calculated to be $4,446.03, which if spread over a twelve month period is equal to $370.50 per month.   Based on the calculations from the September 16, 2016 escrow analysis, your low point escrow balance was $381.34.  In order to reach the required escrow balance of $741.00, the allowed 1/6th cushion, CMS needed to collect an escrow shortage in the amount of $359.66.  Resultantly, that is the reason why your overall monthly mortgage payment increased by $53.55, from $1,284.25 to $1,337.80 effective with the November 1, 2016 payment.  CMS is uncertain as to why you claim to have received notification of the increased payment in November 2016 as this escrow analysis was sent to your mailing address of record more than forty-five days prior to the payment effective date.   On October 3, 2016, CMS sent the attached mortgage statement to you reflecting a payment due on November 1, 2016 in the amount of $1,337.80.  On October 14, 2016, you contacted CMS stating you received a monthly mortgage statement with a payment amount of $1,337.80; however, you claimed that you did not receive an escrow analysis informing you of the payment increase.  The CMS representative advised you that an AEADS was completed and mailed to you on September 16, 2016.  The CMS representative requested that a copy of the September 16, 2016 AEADS be resent to you and further advised you that you could access a copy of the AEADS on the CMS website.  Our records show that another copy of the September 16, 2016 AEADS was mailed to you on October 17, 2016.  In light of this information CMS respectfully submits that even if you overlooked the September 16, 2016 AEADS, you were still notified of the payment increase by the October 3, 2016, billing statement, the October 14, 2016, telephone call, the re-delivery of the September 16, 2016 AEADS on October 17, 2016, and the availability of the September 16, 2016 AEADS through the CMS website, all at least two weeks prior to November 1, 2016.   On November 2, 2016, CMS received funds in the amount of $1,284.25 from you.  Because these funds were not sufficient to satisfy your November 1, 2016 payment of $1,337.80, these funds were placed in an unapplied status.  On November 18, 2016, CMS sent that attached No Contact/Late Charge Assessed Letter to you.  That notice informed you that as of November 17, 2016, CMS had not received your full November 1, 2016 mortgage payment.  Accordingly, a late charge in the amount of $53.51 was assessed.   Ten days later, on November 28, 2016, you contacted CMS and informed the CMS representative that you had received notification from CMS that your November 1, 2016 payment was not received.  The CMS representative confirmed receipt of a partial payment of $1,284.25 on November 2, 2016, but reminded you that the funds were not sufficient to satisfy the full contractual payment due.  The CMS representative informed you that the difference needed to satisfy the November 1, 2016 payment was $107.06.  You informed the CMS representative that you had already scheduled a payment of $1,444.86 through your financial institution’s Bill Pay service, but indicated CMS would not receive it until after December 1, 2016.  The CMS representative informed you that if you did not pay the balance of the November 1, 2016 payment, your account would be reported to the credit reporting agencies as being delinquent.  The CMS representative suggested that you make a payment using our online website before the end of the month to avoid being reported delinquent.    You agreed to process a payment in the amount of $1,444.86, and insisted that the CMS representative remain on the telephone while you completed the online payment transaction.  After the transaction was completed, the CMS representative verified the confirmation number with you and informed you that the funds would be combined with the $1,284.25 in unapplied funds and would be applied to your November 1, 2016 and December 1, 2016 payments later that day.   Later that day, CMS reversed $1,284.25 from unapplied status and combined those funds with the $1,444.86 received for a total amount of $2,729.11.  These funds were applied to your November 1, 2016 and December 1, 2016 mortgage payments, each in the amount of $1,337.80.  The remaining $53.51 was applied toward that outstanding late charge assessed on November 17, 2016.  After the application of these funds, your loan was contractually current and due for the January 1, 2017 mortgage payment.   We would like to take this opportunity to remind you that all payments are due on the first day of each month as outlined within the attached Adjustable Rate Note.  If the full contractual payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loan.  Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.    Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.   Based on the foregoing, it is clear that CMS properly informed you of the increase to your November 1, 2016 payment by sending you an AEADS on September 16, 2016, by sending you a monthly mortgage statement on October 3, 2016 which reflected the correct payment amount, in speaking with you by telephone on October 14, 2016, by re-sending the September 16, 2016 AEADS on October 17, 2016, and by notifying you of the availability of the September 16, 2016 AEADS through the CMS website, all at least two weeks prior to the payment due date.  CMS has properly applied all funds to your loan in accordance with your Security Instrument.  Furthermore, we believe the record is clear that CMS has analyzed your escrow account in accordance with RESPA guidelines.  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.    We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate   CC:  Revdex.com

January 26, 2017
[redacted]
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
[redacted]
[redacted]

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

Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on January 11, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand the complaint, you state that you mailed your November 1, 2016 mortgage payment to CMS via express mail and received confirmation that the payment was delivered to CMS on November 16, 2016 which was in time to avoid a late charge from being assessed to your loan. You express concern that a late charge was assessed to your loan even though you have until the sixteenth of the month to make a payment before a late fee should be charged to your loan. You are requesting CMS to waive the late fee that was improperly assessed to your loan.
As a preliminary matter, we would like to take this opportunity to remind you that all payments are due on the first day of each month as outlined within the attached Note. As outlined within section six, a late fee may be assessed to your loan if the payment is not received by CMS on or before the sixteenth day of the month. Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.
Upon receipt of your correspondence, we have confirmed that CMS received your November 1, 2016 mortgage payment in the amount of $740.00 on November 16, 2016. Due to an inadvertent handling error, the funds were applied to your loan after the sixteenth day of that month which caused a late charge in the amount of $29.42 to be assessed to your loan. CMS sincerely apologizes for any inconvenience you may have experienced due to the unintentional clerical error and thanks you for allowing CMS the opportunity to take the appropriate corrective action.
Please be advised that CMS has reversed the funds received from you in November 2016 and retroactively applied $735.59 to your November 1, 2016 payment with the remaining $4.41 being applied to your principal balance effective as of November 16, 2016. By retroactively applying the funds to your loan as of the original date of receipt, a late charge was no longer assessed to your loan for that month.
As of the date of this loan, your loan is contractually current and showing due for the February 1, 2017 mortgage payment. Attached for your ease of reference is a copy of your loan payment history along with a copy of the loan servicing system payment codes and definitions. Again, we sincerely apologize for any inconvenience you may have experienced due to the unintentional clerical error.
Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.
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.

May 18, 2016
[redacted]
RE: Loan No.: [redacted]
Primary Borrower: [redacted]
Co-Borrower: [redacted]...

[redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

Dear Mortgagors:
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 electronically via email on May 2, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you state that after the servicing of your loan was transferred to CMS in October 2015, you received a notice from CMS indicating that your January 2016 mortgage payment was delinquent. You state that a third party service has made timely mortgage payments and that you have unsuccessfully attempted to assist CMS in locating the missing payment. You state that the missing payment has caused your loan to appear delinquent resulting in late fees being assessed and negative information being reported to the credit bureaus. You express dissatisfaction that CMS did not fully respond to a written request to locate the missing payment because your inquiry did not contain you signature. Finally, you are requesting CMS to locate and apply the missing payment to your loan, remove any late fees and/or negative information reported to you credit profile for the affected period.
As you know, the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on October 2, 2015. On September 23, 2015, CMS issued the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS. At the time of the service transfer, your loan was contractually current and showing due for the October 1, 2015 mortgage payment. The Hello Letter specifically directed you to send all mortgage payments due on or after October 2, 2015 to CMS.
As a preliminary matter, please note that although CMS provides borrowers with several methods to deliver same-day electronic payments to CMS, CMS does not offer electronic bank-to-bank wire transfers as an option for borrowers to remit monthly mortgage payments to CMS. The same-day electronic mortgage payment options include, but are not limited to no-cost online mortgage payments made via CMS’s Loan Servicing Website (“LSW”), phone payments made with the assistance of a CMS representative, and phone payments made via CMS’s Interactive Voice Response (“IVR”) system. For a complete list of the available payment delivery options and the addresses to send monthly mortgage payments to CMS, you may access CMS’s publicly available website at [redacted].
A review of our records shows that on October 16, 2015, CMS received and applied funds in the amount of $1,256.58 to satisfy your October 1, 2015 mortgage payment. On November 12, 2015, CMS received new funds in the amount of $1,256.58 which were applied to your November 1, 2015 mortgage payment. Then, on December 11, 2015, CMS received new funds in the amount of $1,256.58 which were applied to your December 1, 2015 mortgage payment. CMS would like to point out that each of these payments were not sent to CMS as directed within the September 23, 2015 Hello Letter; instead these payments were sent to the prior loan servicer who forwarded each of the payments to CMS.
Please note that all mortgage payments are due on the first day of each month, and are considered late as of the second day of the month. If the full mortgage payment is not received by CMS on or before the sixteenth day of the month, a late fee may be assessed to your loan. Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.
On January 28, 2016, you contacted CMS and the representative that you spoke with explained that CMS was not in receipt of your January 1, 2016 mortgage payment. You notified CMS that a third party company remits monthly mortgage payments on your behalf. You then notified the CMS representative that your third party company sent the January 1, 2016 and previous mortgage payments to your prior loan servicer. The CMS representative encouraged you to contact your prior loan servicer for further assistance as you did not have the payment information available and because the payments were sent directly to your prior loan servicer instead of to CMS.
On February 11, 2016, CMS received new funds in the amount of $1,256.58 which were applied to your January 1, 2016 mortgage payment. On February 16, 2016, our Customer Service Research Department received correspondence from you requesting CMS to waive the late charge assessed to your loan on January 17, 2016 because of delays by your prior loan servicer in forwarding your January 1, 2016 mortgage payment to CMS. Accordingly, your loan was researched and the attached response was sent to you by CMS on March 14, 2016. On April 30, 2016, CMS applied funds to satisfy your March 1, 2016 mortgage payment.
On April 22, 2016, CMS received a written inquiry appearing to originate from an unauthorized third party. Because that inquiry did not contain your signature, CMS returned that inquiry to you along with the attached letter dated April 22, 2016. Please be advised that CMS requires all inquiries to contain a borrower’s signature, and that signature must match the signature affixed to one or more of the original loan documents. This action is taken by CMS in an effort to protect the non-public private information of its customers.
On April 25, 2016, CMS spoke with you and during this phone conversation the CMS representative notified you that your loan was showing due for the April 1, 2016 mortgage payment. The CMS representative outlined your loan payment history and confirmed that no payment was applied to your loan during the month of January 2016. The CMS representative requested that you provide CMS with payment information for the January 2016 mortgage payment in an effort to help locate the missing payment that was sent to your prior loan servicer.
Later that day, CMS received payment information surrounding the February 2016 payment that was applied to your loan on February 11, 2016. Because CMS was not in receipt of the requested information for the January 2016 mortgage payment, CMS was unable to complete the necessary research required to locate the missing payment. On April 29, 2016, CMS spoke with you and notified you that CMS received payment information for February 2016 and not the January 2016 payment that CMS requested from you on April 25, 2016.
Also on April 29, 2016, you contacted CMS’s Customer Advocate Department and expressed concerns that CMS was unable to locate a missing payment that was sent to your prior loan servicer during the month of January 2016. The CMS Customer Advocate reiterated that CMS was not in receipt of the requested information for the January 2016 payment and you acknowledged that it was your third party that was sending the payment information to CMS. You explained that your third party would be faxing the January 2016 payment information to CMS shortly, which information was in fact received by CMS later that day.
Once CMS was in receipt of the payment information for the January 2016 mortgage payment sent to your prior loan servicer, a request was made to CMS’s Cashiering Department to research the missing mortgage payment. On May 3, 2016, CMS located the missing payment and applied that payment along with all subsequent mortgage payments to your loan retroactively, effective as of the original dates of receipt. By retroactively applying the payments effective as of the original dates of receipt, all late fees were removed from your loan. The payments were retroactively applied to your loan as outlined below.


Payment Month

Payment Amount

Effective Date

January 2016

$1,256.58

January 4, 2016

February 2016

$1,256.58

February 4, 2016

March 2016

$1,268.27

March 3, 2016

April 2016

$1,268.27

April 2, 2016

May 2016

$1,268.27

April 30, 2016

Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error (“NOE”). Please note that applicable law requires CMS to treat your recent complaint as a NOE. As such, once CMS resumes reporting loan and payment information for your loan, CMS will report that each of the above referenced payments were received by CMS within the same month that each of the payments became due.
In response to the alleged poor customer service and communication you received from CMS, our records show that multiple CMS representatives have been professional and courteous to you and have diligently attempted to assist you in locating the missing payment. CMS respectfully submits that the issue at hand was a direct result of a third party service making payments on your behalf and mainly because the missing payment was sent to your prior loan servicer well after CMS began servicing your loan. Nevertheless, CMS certainly apologizes for any inconvenience you may have experienced while CMS worked to locate the missing payment.
As of the date of this letter, your loan is contractually current and showing due for the June 1, 2016 mortgage payment. Attached for your ease of reference is a copy of your loan payment history as well as the loan servicing system payment codes and definitions.
Based on the foregoing, we believe the record is clear that once CMS was in receipt of the necessary information to locate the missing January 1, 2016 mortgage payment that was sent to your prior loan servicer by a third party, CMS promptly located that payment, applied all payments to your loan effective as of the original dates of receipt, has removed all late charges from your loan, and will report that each of the above referenced payments were received by CMS within the same month that each of the payments became due. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-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.
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

May 23, 2017     [redacted] E. [redacted]   RE:      Complaint ID No.:      [redacted] Loan No.:  ...

                 [redacted] Property Address:       4[redacted]   Dear Ms. [redacted] and Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on May 3, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you claim that the above referenced loan was paid off, but as of the date of your complaint CMS has not recorded a Satisfaction of Mortgage.  Additionally, you state that you have sent the required U.S. Department of Housing and Urban Development (“HUD”) form 2344 for a mortgage insurance refund.  Lastly, you indicate that CMS has ignored your written correspondence which included a third party authorization to discuss the loan with your daughter (Gloria [redacted]).      Upon review, the records show that on December 30, 2016 our CMS Automatic Payment Processing Center in Phoenix, Arizona received a payment from you in the amount of $78.67.   At the time your loan was showing due for the January 1, 2017 payment in the amount of $353.42, with a remaining principal balance due of $3.31, and an escrow account surplus of $527.35. As such, the $78.67 payment was applied to your Unapplied account.  On January 3, 2017, CMS processed the payoff of your loan using the Unapplied funds of $78.67.  Below, for your ease of reference is a summary of how this payment was applied.   Principal Balance:                               $  3.31 Interest:                                   �...⇄ $    .06 Escrow Account:                                $75.30 Total:                                     ...⇄ $78.67   Additionally, attached for your ease of reference is a copy of the Payoff Statement used to process the payoff of your loan.  For information about any applicable Federal Housing Administration (“FHA”) Mortgage Insurance refund, please refer to page four of the Payoff Statement, which provides details regarding eligibility, exceptions, how refunds are determined and how refunds are processed.  It is important to note that CMS will report applicable mortgage insurance terminations to HUD using the FHA Connection portal, as HUD no longer accepts hardcopy forms for this purpose.    On January 18, 2017 CMS sent you the escrow surplus in the amount of $602.65, check number 132639.    Thereafter, CMS processed and sent the executed Satisfaction and Release document to the County Recorder’s Office for recording on April 13, 2017.  The records show that on May 3, 2017, the Satisfaction and Release document was recorded.  Attached for your ease of reference is a copy of the recorded document.   On April 21, 2017, CMS received your written request to add Gloria [redacted] as an authorized third party to the loan.  Accordingly, on May 5, 2017 CMS updated the loan record on the CMS loan servicing system.  Please note that this process was completed timely by CMS within the standard ten business day turnaround.   The above notwithstanding, we acknowledge that CMS missed opportunities to provide you with a more timely response in this matter, and we would like to take this opportunity not only to express our sincere apologies for any inconvenience that you may have experienced, but also to thank you for bringing this matter to CMS’s attention.  CMS is always looking for ways to improve service levels and your feedback is important us.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate   CC:  Revdex.com     IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, 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.

September 9, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Dear Mr....

[redacted]:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on August 18, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you allege that your loan was recently transferred from [redacted] (“[redacted]”) to CMS. You go on to say that CMS has incorrectly applied all of your mortgage and principal curtailment payments since the effective date of service transfer. You claim that while you have clearly indicated on the payment coupons how you want your payments applied, CMS has consistently failed to apply your payments as you specified. As a result, you want CMS to correctly apply all of your mortgage and principal curtailment payments as of the dates received, waive any late fees assessed since the effective date of service transfer, and to remove any negative delinquencies that may have been reported to the credit bureaus.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, 2015. At the time of the service transfer your loan was contractually current and next due for the May 1, 2015 payment.
As a preliminary matter, please accept this correspondence as confirmation that all of your mortgage and principal curtailment payments have been corrected since the effective date of service transfer. Additionally, any late fees assessed or negative delinquencies reported to the credit bureaus have been waived or corrected. For your reference, attached hereto as Exhibit “A” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions confirming the aforesaid.
That said, CMS sincerely apologizes for inadvertently applying your principal curtailment payments as regular monthly payments and for any inconveniences you may have experienced as a result.
Moreover, as of the date of this correspondence, CMS is happy to confirm that you now have the ability to make your monthly mortgage payment and an additional payment to your principal or escrow balance via CMS’s online payment website on or after the monthly payment due date. If you want to make your monthly mortgage payment before the due date you have the option to submit your payment via the online payment website. If you want to make your monthly mortgage payment and an additional payment to your principal or escrow balance before the due date, please note you will only be able to pay the total amount due for the monthly mortgage payment and you may submit an additional payment towards your principal or escrow balance the following business day not to exceed the amount of $1,000.00 by entering that specific amount under the “other” category on the online payment website.
Furthermore, you also have the ability to make a payment towards your principal balance by mailing a personal or bill pay check not to exceed the amount of $10,000.00. If you want to make a payment towards your principal balance greater than $10,000.00, please make certain to send certified funds such as a money order or cashier’s check. You may send your personal checks, bill pay checks, or certified funds directly to our Cashiering Department at Carrington Mortgage Services, LLC, Attn: Cashiering Department, [redacted]
Additionally, please note that CMS does offer an auto draft payment option. This option provides you with the ability to choose the date or frequency you want CMS to draft your monthly payment, including the ability to add any desired additional principal amount or additional escrow amount to the monthly principal and interest payment. For your reference, attached hereto as Exhibit “B” please find a copy of CMS’s Auto Draft Authorization (“ADA”) form.
Please further note that a copy of the ADA form may also be found on our website along with all other available payment options and applicable fees (if any) by visiting https://carringtonms.com.
If you are interested in enrolling in auto draft, the complete, original form may mailed to Carrington Mortgage Services, LLC, [redacted] or a scanned copy can be faxed to [redacted].
In closing, your loan is contractually current and next due for the October 1, 2015 payment in the amount of $557.24. As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late charge. In other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the month.
Lastly, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
[redacted]
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

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.While Carrington did a great job of summarizing my mortgage payment history, they did not address the issue.  The issue that was not addressed is the fact that they are misleading customers by advertising an "automatic payment" that is not automatic and is actually a manual process that can not be completed unless a Carrington employee processes a payment.  While they did advise that a payament made on the last day of the month falling on a Sunday may not post until the following business day, it was too late because it was the last day of the month on a Sunday and I was making the payment via the "automated" phone system.  They state that they do not have record of my attempted on-line log in November 27th, but I have a screen shot from the attempted log in.
Again I am asking that someone review the verbiage being used and change it to fit the service that they really offer.  When I make an "automated payment" with Verizon wireless, the payment posts to my account immediately, I  receive notification that the payment was made and any additonal collection activities are immediateley suspended.  This is an "automated payment" because the payment automatically posts to my account.  When a company offers a service where a representative from their company has to be present to process a payment, it is not automated and should not be advertised that way.
I would like to see the 30 day late removed from my credit bureau for the November 2014 payment.
Regards,[redacted]

The Customer Advocacy Department of Carrington Mortgage Services, LLC ("CMS") is in
receipt of a complaint filed with the Revdex.com regarding the above-referenced loan
received in our office via email on November 4, 2014. CMS is committed to responsible lending
and servicing and we would like to address any concerns you may have. The following is our
response to the issue(s) raised in the inquiry.
As you are aware, our Customer Advocacy Department originally received an inquiry from the
Revdex.com on October 22, 2014 which raised the same issues as this complaint.
Accordingly, the loan was researched and a response was sent to you by CMS on November 3,
2014, a copy of which is included here for your ease of reference.
You are now indicating that the response CMS issued on November 3, 2014 did not resolve your
concerns. Accordingly, CMS is now addressing the issues you have raised within your
November 4, 2014 rebuttal.
In response to your claim that CMS has not provided you with the description of the $20.00 fee,
we would like to refer you to the response CMS sent on November 3, 2014. Recall, CMS
informed you that the $20.00 fee assessed on September 29, 2014 was in connection with a
property inspection that was ordered by CMS when your loan was delinquent.
To further clarify, the attached property inspection was ordered by CMS on September 11, 2014.
At the time the property inspection was ordered your loan was in default and showing due for
August 1, 2014. Please be advised that pursuant to your Deed of Trust, this fee was properly
assessed and in compliance with applicable law. For your ease of reference, please see Section
Five (5) of the attached Deed of Trust which states: "Lender may inspect the property if the
property is vacant or abandoned or the loan is in default."
In the November 4, 2104 rebuttal, you restated that a CMS representative informed you that
there would be no fees assessed to your loan if the October 1, 2014 payment was received before
the sixteenth day of the month. However, CMS previously notified you that the payment you
made on October 16, 2014, for the payment due on October 1, 2014, was returned unpaid on
October 20, 2014 which resulted in a permissible late charge being assessed to your loan.
Therefore, we must again respectfully decline your request to waive the valid late charge.
We would like to take advantage of this opportunity to remind you that all payments are due on
the first day of each month, are considered late as of the second day of the month, and if not
received by CMS after 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. Attached for your ease of reference is a
copy of your Promissory Note that outlines the above information.
As you may recall, CMS previously apologized that you did not find CMS' s online payment to
be user friendly. However, CMS's website does allow borrowers a no-cost option to remit
electronic payments to CMS which are credited the same business day as long as the payment
transaction is made prior to 11:00 p.m. EST.
Based on the foregoing, we believe the record is clear that CMS has properly serviced your loan
and has permissibly assessed a property inspection fee and the late charge to your loan. Should
you wish to further discuss the payment options that are available to you, we encourage you to
contact our 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, 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate

June 1, 2016
[redacted]
[redacted]
RE: Loan No.: [redacted]
Primary Borrower: [redacted]
Co-Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]
Dear Ms. [redacted]:
The Customer...

Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on 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 the complaint, you state that your closing attorney had requested CMS to provide an updated payoff statement on May 16, 2016. You claim that as of May 20, 2016, CMS had not issued the requested payoff statement. You express dissatisfaction with the level of customer service you received from CMS when attempting to speak to CMS supervisors and to individuals within CMS’s Payoff Department to expedite the delivery of the payoff statement. Finally, you also express dissatisfaction that CMS representatives have refused to provide you with a verbal amount to pay the loan off in full.
A review of our records shows that on April 15, 2016, you contacted CMS and requested the CMS representative to provide you with a payoff statement outlining the amount to pay off your loan in full. As you know, CMS returned the attached payoff statement to you via email at [redacted] on April 18, 2016. That payoff statement provided $136,840.62 as the amount to pay the loan off in full on or before May 1, 2016. On April 19, 2016, CMS sent a copy of that payoff statement to your closing attorney via fax at [redacted], and another copy of which was sent to you via first class mail later that same day. In total, three payoff statements were promptly provided by CMS within only three business days.
Please be advised that while every payoff statement issued for your loan contained a total of seven pages as shown within the attached April 18, 2016 payoff statement, CMS is only providing a copy of the first page of each subsequent payoff statement to avoid an unnecessary use of resources and to limit the duplicate documentation CMS is providing you to support this response letter.
On April 25, 2016, CMS issued a new payoff statement to your closing attorney via fax at [redacted] which again provided $136,840.62 as the amount to pay the loan off in full on or before May 1, 2016. On April 26, 2016, your closing attorney contacted CMS and requested that an updated payoff statement be issued to his office. That very same day, CMS issued an updated payoff statement to your closing attorney via fax at [redacted] providing $137,671.49 as the amount to pay the loan off in full on or before June 1, 2016.
The April 26, 2016 payoff statement was provided to you well in advance of your closing date of May 23, 2016, and was provided with a good through date of June 1, 2016, which was more than a week after your expected closing date. Thus, CMS is uncertain as to why your closing attorney was unable to reply upon the April 26, 2016, payoff statement. Nevertheless, on May 19, 2016, you contacted CMS and requested that an updated payoff statement be provided to you via email and also requested that a copy of the payoff statement be faxed to your attention at [redacted].
Later that same day, CMS issued the attached payoff statements to you via email at [redacted] and a copy was also faxed to your attention at [redacted]. CMS would like to point out that the fax number you provided to CMS at that time was the same fax number that CMS was previously provided as the fax number for your closing attorney. As you can see, each of the updated payoff statements provided $137,671.49 as the amount to pay the loan off in full on or before June 1, 2016 which was the same amount provided to your closing attorney on April 26, 2016.
Even later on May 19, 2016, CMS received yet another request to provide another payoff statement. Due to the high volume of payoff requests made that day, and due to the fact that this new payoff request was received by CMS late on Thursday, May 19, 2016, CMS returned a final payoff statement to your closing attorney on Monday, May 23, 2016 via fax at [redacted]. This payoff statement again provided $137,671.49 as the amount to pay the loan off in full on or before June 1, 2016, which was the exact same amount that had been provided to your closing attorney on April 26, 2016, and that had been provided to you (by email) and your closing attorney (by facsimile) on May 19, 2016.
Our records show that on May 24, 2016, CMS received payoff proceeds in the amount of $137,671.49 which were sufficient to pay your loan off in full. Please be advised that CMS is currently taking the necessary actions required to complete the final reconciliation of the loan. Should any escrow refund be forthcoming, such escrow refund will be issued by CMS within the timeframe required under applicable law. Please note that any such refund will be sent to the mailing address of record which is currently [redacted].
CMS is sorry to hear that you are dissatisfied that CMS was unable to verbally provide you with the amount required to pay off your loan in full. Please be advised that CMS does not provide such verbal payoff quotes in an effort to avoid any telephonic miscommunication that may occur. Moreover, based on our understanding of industry standards, we respectfully submit that it is highly unlikely a closing company would rely upon a verbal payoff quote for the sale a property secured by a Deed of Trust/Mortgage.
In regard to your dissatisfaction that your calls were not transferred to representatives within CMS’s Payoff Department, please be advised that while CMS has a number of employees tasked with handling borrower calls, CMS’s Payoff Department employees are tasked with fulfilling payoff statement requests in a timely manner and do not handle such calls from borrowers or their respective third parties.
Finally, in response to the concerns you have raised with the customer service and communication you received from CMS, our records show that multiple CMS representatives have been professional and courteous to you and have attempted to assist you with your payoff requests time and time again. Our records also show that your calls have been returned by CMS; however, the return calls made went unanswered by you. Nevertheless, we sincerely apologize if the level of customer service you received from CMS did not meet your expectations.
Based on the foregoing, we believe the record is clear that CMS has promptly provided you and your closing attorney with multiple payoff statements outlining the amount required to pay the loan off in full. In fact, our records show that CMS issued a payoff statement as early as April 26, 2016 (nearly a month prior to your closing date of May 23, 2016) that provided the correct amount to pay the loan off on or before June 1, 2016. Should you wish to further discuss any aspect of the loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].