Carrington Mortgage Services LLC

September 4, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
[redacted]
[redacted]
RE: Loan No.: [redacted]
File No.: [redacted]
Primary Borrower: [redacted]
Secondary Borrower: [redacted]...

[redacted]
Property Address: [redacted]
Dear Mr. & Mrs. [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 10, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you allege that CMS has failed to provide or consider your loan for a modification despite numerous mortgage assistance applications. You go on to say that every time you submit a mortgage assistance application CMS advises you that it is incomplete. As a result, you believe that CMS is intentionally limiting your ability to apply for a loan modification. Consequently, your desired resolution is for CMS to specifically enumerate the information and documents you are required to submit in order to be reviewed for mortgage assistance.
Based on a review of your loan, our records indicate that on March 5, 2015 CMS sent you a Non-Home Affordable Modification Program Solicitation letter (“NHAMPSL”). For your reference, attached hereto as Exhibit “A” please find a copy of the March 5, 2015 NHAMPSL. The purpose of the NHAMPSL was to advise you that CMS offers several loss mitigation options if you are having difficulty making your monthly mortgage payments.
Additionally, the NHAMPSL further advised you that if your mortgage assistance application was previously declined because you did not meet certain eligibility requirements, and your circumstances have changed, then CMS may still be able to provide you with mortgage assistance. Some of the mortgage assistance options enumerated included a repayment plan, special forbearance, loan modification, short sale/pre-foreclosure sale, or a deed-in-lieu of foreclosure. Lastly, the NHAMPSL also included a copy of the Request for Mortgage Assistance (“RMA”) packet, the Internal Revenue Service (“IRS”) Form 4506T, and a comprehensive list of required financial information should you want to apply for mortgage assistance. Please note that CMS did specifically advise you that in order to determine your eligibility for mortgage assistance, our office would need to receive a complete application inclusive of all financial documents required.
On April 4, 2015 our records indicate that CMS received a mortgage assistance application from you and that we sent you an Initial Package Acknowledgment Incomplete Notification (“IPAIN”) on that same date. For your reference, attached hereto as Exhibit “B” please find a copy of the April 4, 2015 IPAIN. The purpose of the IPAIN was to advise you that CMS was in receipt of your mortgage assistance application and that your application was incomplete. Specifically, you were advised that not all of the required documents were submitted which included: 1) Page 2 of the RMA, 2) IRS Form 4506T (line items 1a, 1b, 2a, 2b, 3, and 4), and 3) a detailed hardship letter.
Additionally, you were advised that all of the aforesaid items needed to be submitted by no later than May 9, 2015 in order to review your application for mortgage assistance. In an effort to expedite receipt of the additional documents and review your application for mortgage assistance, CMS also advised you to submit your documents via fax at [redacted] or via email at [redacted]. Lastly, please note that CMS also advised you to call CMS’s Home Retention Department (“HRD”) at [redacted], Monday through Friday, from 7:00AM to 6:00PM, Pacific Standard Time with any questions or concerns regarding your mortgage assistance application.
Thereafter, on April 22, 2015 our records indicate that you submitted some but not all of the abovementioned required documents. Specifically, Page 2 of the RMA remained missing and the IRS Form 4506T (line items 1a, 1b, 2a, 2b, 3, and 4) was illegible. Please note that the IRS will reject the IRS Form 4506T if it is illegible. Then, on April 28, 2015 our records further indicate that you once again submitted an illegible copy of the IRS Form 4506T and did not submit Page 2 of the RMA. Lastly, on May 8, 2015, you once again submitted an illegible copy of the IRS Form 4506T and failed to provide Page 2 of the RMA.
Resultantly, on May 11, 2015 CMS sent you a Home Affordable Modification Program Non-Approval Notice (“HAMPNAN”). For your reference, attached hereto as Exhibit “C” please find a copy the May 11, 2015 HAMPNAN. The purpose of the HAMPNAN was to advise you that CMS was unable to review your mortgage assistance application for a HAMP loan modification because you did not provide our office with all the documents requested on or before May 9, 2015. Lastly, CMS also advised you to contact the U.S. Department of Housing and Urban Development (“HUD”) to speak with a HUD-approved housing counselor regarding alternatives to avoid foreclosure by calling [redacted] or by visiting [redacted].
On May 29, 2015 our records indicate that CMS sent you a HAMP Right Party Contact Notice (“HAMPRPCN”). For your reference, attached hereto as Exhibit “D” please find a copy of the May 29, 2015 HAMPRPCN. The purpose of the HAMPRPCN was to advise you that mortgage assistance may still be available for you. Once again, CMS enclosed the RMA packet, the IRS Form 4506T, and a comprehensive list of required financial information should you want to apply for mortgage assistance. Lastly, you were advised to submit a complete application inclusive of all documents required by no later than June 18, 2015 and to contact HRD with any questions you may have at [redacted] Monday through Friday, from 7:00AM to 6:00PM, Pacific Standard Time.
On June 17, 2015 our records indicate that we received a new mortgage assistance application from you. After a thorough review of your mortgage assistance application, our records indicate that CMS sent you another IPAIN on June 20, 2015. Please note that the purpose of the IPAIN was to advise you that CMS was in receipt of your mortgage assistance application and that we once again found that your application was incomplete. Specifically, you were advised that not all of the required documents were submitted, including: 1) Tax returns for all borrowers (most recent year filed, signed copies required), 2) Page 3 of the RMA, 3) IRS Form 4506T (line items 1a and 1b), 4) Four (4) current paystubs, and 5) A detailed hardship letter. For your reference, attached hereto as Exhibit “E” please find a copy of the June 20, 2015 IPAIN.
Additionally, you were advised that all of the aforesaid documents needed to be submitted by no later than July 25, 2015 in order to review your application for mortgage assistance. Once again, in an effort to expedite receipt of the additional documents and review your application for mortgage assistance, CMS also advised you to submit your documents via fax at [redacted] or via email at [redacted]. Lastly, you were once again advised to contact CMS’s Home Retention Department (“HRD”) at [redacted], Monday through Friday, from 7:00AM to 6:00PM, Pacific Standard Time with any questions or concerns regarding your mortgage assistance application.
Subsequently, on June 26, 2015 our records indicate that you submitted some but not all of the abovementioned documents. Specifically, Page 3 of the RMA and IRS Form 4506T (line items 1a and 1b) were still missing along with the four (4) current paystubs. On June 30, 2015, our records indicate that an HRD representative called you and left you a voicemail advising you of the missing documents. Then, on July 9, 2015, our records indicate that another HRD representative called you once again to advise you of the missing documents and again left you a voicemail.
Then, on July 13, 2015, our records indicate that you called CMS to advise you would be submitting the missing documentation via CMS’s online borrower portal. Subsequently, on July 14, 2015 our records indicate you again submitted some but not all of the required documents. After a thorough review of your recent submission, our HRD determined that your mortgage assistance application was once again incomplete. As a result, on July 29, 2015 CMS sent you another IPAIN advising you that Pages 4 through 9 of the RMA were still missing and to submit the missing pages by no later than August 28, 2015. For your reference, attached hereto as Exhibit “F” please find a copy of the July 29, 2015 IPAIN.
On August 6, 2015 our records indicate that CMS sent you a Notice of Intent to Foreclose (“NOI”). For your reference, attached hereto as Exhibit “G” please find a copy of the August 6, 2015 NOI. The purpose of the NOI was to advise you that your loan was in default and due for the July 1, 2015 and August 1, 2015 payments. You were also advised that you have an unapplied funds credit balance in the amount of $127.82 and that a payment in the amount of $3,575.82 was required to cure the delinquency.
Additionally, the NOI also advised you that failure to cure the delinquency within thirty (30) days from the date of the letter may result in the acceleration of the sums secured by the Deed of Trust/Mortgage and in the sale of the property. Lastly, you were again reminded to contact our HRD by calling [redacted] if you were unable to bring your loan current or to contact a HUD-approved counselor for homeownership counseling and to discuss alternatives to foreclosure by calling [redacted] or by visiting HUD’s webpage at [redacted].
Lastly, on August 11, 2015 our records indicate that CMS sent you a Federal Housing Administration 32nd Day Delinquent Notice (“FHADDN”). For your reference, attached hereto as Exhibit “H” please find a copy of the August 11, 2015 FHADDN. The purpose of the FHADDN was to advise you that your loan was in default and due for the July 1, 2015 payment in the amount of $1,661.71 and your August 1, 2015 payment in the amount of $1,597.80. The total amount due, as of the date of the FHADDN, was $3,259.51 which included a late charge fee in the amount of $63.91. Once again, you were again reminded to contact CMS for mortgage assistance by calling [redacted] or a HUD-approved counselor by calling [redacted] or by visiting [redacted]. Lastly, please note that another copy of the RMA, IRS Form 4506T, and a comprehensive list of required financial information were again enclosed should you want to apply for mortgage assistance.
As of the date of this correspondence, our records indicate that your loan is paid through July 1, 2015 and due for the August 1, 2015 payment in the amount of $1,597.80, the September 1, 2015 payment in the amount of $1,597.80, and late charge fees in the amount of $380.22 for a total amount due of $3,639.73, minus an unapplied funds credit balance in the amount of $330.02. 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 a late fee will be assessed if the payment is received after the sixteenth (16th) of the month.
In closing, our records also indicate that you have submitted a new mortgage assistance application as of September 3, 2015. CMS is currently reviewing your mortgage assistance application and will notify you in writing via regular mail if your application is complete or if additional documents are required. Once again, please make certain to call our HRD at [redacted], Monday through Friday, from 7:00AM to 6:00PM, Pacific Standard Time with any questions or concerns you may have.
As a result of our investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalf. Contrary to the allegations, CMS has provided timely notices advising you of your loan delinquency status and to contact CMS’s HRD with any questions or concerns you may have regarding your request for mortgage assistance. In addition, CMS has provided clear notices and reminders, all in accordance with program guidelines, notifying you of the precise information missing from your applications and the deadlines by which such information must be submitted. 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 wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 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 calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting 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].
TENNESSEE:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance.

August 5, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
[redacted]
[redacted]2
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Primary Borrower: [redacted]
Co-Borrower: [redacted]
Property Address: [redacted]
Dear Mr. & Mrs. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) regarding the above referenced loan received in our office via email on July 23, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As you are aware, our Customer Service Advocate Department originally received your inquiry via the Revdex.com on May 27, 2015. Please note that your initial inquiry raises some of the same issues as your current inquiry. Accordingly, CMS researched your loan and a response was sent to you on June 22, 2015. For your reference, attached hereto as Exhibit “1” please find a copy of June 22, 2015 response.
On June 25, 2015 our Customer Service Advocate Department received your rebuttal via the Revdex.com. Please note that your rebuttal raised concerns about your March 1, 2015 payment and the late payment assessment. Accordingly, CMS researched your loan and a response was sent to you on July 9, 2015. For your reference, attached hereto as Exhibit “2” please find a copy of July 9, 2015 response.
That said, your current inquiry raises concerns about your prior calls to CMS asking that your online account be unlocked. Based on a review of your loan, our records indicate that CMS locked your online account on one (1) prior occasion. On January 2, 2015 CMS sent you a Notice of Change (“NOC”) letter. For your reference, attached hereto as Exhibit “3” please find a copy of the NOC. The purpose of the NOC was to notify you that your bank had advised our office that either an inaccurate routing number or an inaccurate account number was used on a recent payment that you may have provided to a CMS representative, entered through our website, or entered through the pay-by-phone option. Additionally, the letter also advised you that it would be necessary to contact your bank and confirm your account and routing number.
Specifically, the electronic communication we received indicated that you had provided a bank account number of “[redacted]” and that your correct account number is “[redacted]”. In our experience, the use of incorrect account numbers can be an indicator of attempted access by an unauthorized party; accordingly, when this happens, CMS’s policy is to lock your online account, send you an NOC, and unlock your account after you call and speak with a CMS representative and confirm your correct routing and bank account number.
On January 29, 2015 our records indicate that you called CMS to have the block removed from your online account and to make a payment. The CMS representative asked you to confirm your routing and bank account number and proceeded to advise you he would contact the Cashiering Department to have the block removed. A few minutes later, during this same phone call, the representative confirmed that Cashiering Department was able to remove the block from your online account and processed your payment in the amount of $3,076.69 which was applied to your January 1, 2015 payment.
Unlike your call from March 31, 2015, please note that on January 29, 2015 you called our office during regular business hours and the representative was able to reach our Cashiering Department to have the block removed that same date. During your March 31, 2015 phone call, however, the Cashiering Department was unable to remove the block on your account because you called our office outside of regular business hours. Resultantly, that was the reason the CMS representative advised you it could take up to twenty-four (24) hours to remove the block from your account.
Nonetheless, CMS remains committed to the highest standards of customer satisfaction and has agreed to suppress any negative credit reporting for the month of March 2015. Please do allow for up to thirty (30) days for the credit bureaus to update and correct your credit report. For your reference, attached hereto as Exhibit “4” please find a copy of the Automated Universal Data (“AUD”) form we submitted to the credit bureaus.
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [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.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]

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.

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.
Several months back I was charged with a $15.00 charge for home inspection even though I had never missed a payment or been late. I had to get your team (Revdex.com) involved. Once again I am having the same issue where I was charged $15.00 for a home inspection even after I spoke with an Agent about a letter I received back in Oct 2016 where I was being asked if my property had any damages as a result of hurricane Matthews...my response was no damage were access on my property. I contacted Carrington Mortgage and they are refusing to issue the credit for this charge. This is not good practice that I have to take time from my day to keep on calling them to get this matter resolved. Please assist me in getting this issue resolved.
Regards,
[redacted]

April 7, 2017     Original Sent Via Regular Mail [redacted]   RE:      Loan No.:                    [redacted]...

                        Property Address:       [redacted] Complaint No.:           [redacted]          Dear Ms. McCullough:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on March 21, 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 your loan was originally serviced by [redacted] N.A. (“[redacted]”) and in December 2016 the servicing of your loan was transferred to CMS.  You claim that you did not receive any information from CMS relating to the service transfer.  At about that same time of the service transfer, you sold property and became concerned after you did not receive your escrow refund within six weeks.  After contacting CMS to resolve the issue, you were informed that two separate escrow refund checks were sent to you; however, CMS placed stop payments on those refund checks, then eventually issued a third escrow refund check to you on March 16, 2017.  Your complaint goes on to raise concern with CMS’s loan servicing practices based upon negative comments you found on the internet.  Your desired resolution is for CMS refund your escrow overage and send the check via overnight delivery.         As you know, the servicing of your Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] to CMS on December 2, 2016.  On December 7, 2016, CMS issued the attached Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer to CMS.  The Hello Letter provided you with your new loan number, payment information, and CMS’s contact information.  Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC § 2605(c) requires such notice to be given not more than fifteen days after the effective date of the service transfer.  At the time of the servicing transfer your loan was contractually current and showing due for the December 1, 2016 payment in the amount of $1,272.51 with an escrow balance of $614.95.  It is important to note that the Hello Letter was mailed to the mailing address on record at the time of the servicing transfer, which was:  [redacted], [redacted].   Please note that shortly after the December 7, 2016 Hello Letter was issued, CMS identified that the letter contained an inadvertent typographical error showing an incorrect transfer date of October 2, 2016.  Accordingly, a corrected letter was sent to you on December 16, 2016 that acknowledged the typographical error and provided you with the correct service transfer date of December 2, 2016.  CMS would like to point out that this correction letter was also sent to you within the aforementioned fifteen day timeframe.  Nevertheless, please accept our sincere apologies for any inconvenience or confusion the December 7, 2016 Hello Letter may have caused you.   A review of our records found that on December 1, 2016 [redacted] faxed the attached Payoff Statement to you at [redacted].  The Payoff Statement provided the following figures that were good through December 15, 2016:   Unpaid Principal Balance:                                    ...⇄ $184,946.92 Interest from November 1, 2016 to December 31, 2016:       $    1,348.58 County Recording Cost:                                     �...⇄ $         46.00 Mortgage Insurance Premium Due:                                      ...⇄ $         87.87 Payoff Statement via Facsimile Fee:                                      $         10.00 Total Amount to Pay Loan in Full:                                     �...⇄ $186,439.37   On December 16, 2016 (after the service transfer), CMS received funds in the amount of $186,439.37.  These funds were retroactively applied to satisfy the loan in full with an effective date of December 13, 2016, the date the funds were originally received by [redacted].  Specifically, $1,348.58 was applied to the interest due, $184,946.92 was applied to satisfy the principal balance and the remaining $143.87 was applied to your escrow account.  Accordingly, an escrow overage check of $670.95 was issued on December 31, 2016 and mailed to you on January 3, 2017.  The check was mailed to [redacted], [redacted] which was your mailing address of record at that time.   On February 15, 2017, you contacted CMS to inquire about not receiving a refund of the escrow balance.  The CMS representative reviewed your account and informed you that a check in the amount of $670.95 was mailed to the property address on January 3, 2017.  You informed the CMS representative you were no longer occupying the property address and had not received the January 3, 2017 check.  The CMS representative informed you that a request would be made to place a stop payment on that check and have a new check reissued to you.  During this telephone conversation, you requested that the CMS representative update your mailing address to [redacted].  The following day, a stop payment was placed on the January 3, 2017 check and a new check was reissued on February 24, 2017.  Regrettably, the mailing address was not changed within CMS’s Loan Servicing System (“LSS”) as intended. For that reason, this check was also mailed to the property address.  CMS sincerely apologizes for any inconvenience this inadvertent clerical error may have caused you.   On March 1, 2017, you contacted CMS because you had not received the second escrow refund check that was mailed to you on February 24, 2017.  The CMS representative reviewed your account and informed you that mailing address on the LSS was still reflecting that of the property address.  The CMS representative informed you that the February 24, 2017 check was mailed to the property address.  The CMS representative apologized to you because the mailing address was not updated as intended on February 15, 2017.  During that phone conversation the CMS representative updated the LSS to reflect your new mailing address.  The CMS representative also informed you that she had made a request to place stop payment on the second escrow refund check.    On March 13, 2017, a stop payment was placed on the second escrow refund check (number [redacted] in the amount of $670.95) and a new escrow refund check was mailed to you on March 15, 2017.  This check was mailed to your new address of [redacted], [redacted], [redacted].  While CMS sincerely apologizes if you are dissatisfied that this refund was not sent to you via an expedited delivery method, our records show the check was cashed on March 22, 2017.  A copy of the check is attached for your reference.   Finally, as it pertains to your concerns with the comments and reviews you have read from other CMS customers regarding the servicing of their account, we respectfully submit that unrelated complaints by other customers regarding their accounts are not relevant to the servicing of your account.   Based on the foregoing, we believe the record is clear that CMS properly and promptly mailed the initial escrow refund check to you at the mailing address of record on January 3, 2017.  Again, we sincerely apologize that your mailing address was not updated in the LSS on February 15, 2017 as intended, which caused the second escrow refund check to be mailed to the incorrect address.  Nevertheless, our records show the check was ultimately delivered to the correct address and cashed. Please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the outmost to assist any customer with a complaint.  Should you wish to further discuss any aspect of the closed 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, Pacific Time.   Sincerely,     [redacted] Customer Advocate   CC:      Revdex.com

Hello Ms. [redacted] – After discussing with my manager, we submit that the borrower is introducing new allegations. In the original complaint, the borrower disputed the late payment credit reporting involving the March 1, 2015 payment and her inability to make a payment using her online account. Once again, we sent a Notice of Change Letter on March 2, 2015 for the purpose of notifying the borrower that our office had received information from the borrower’s bank that either the routing number or account number was not accurate on a recent payment that may have been provided to a CMS representative, entered through our website, or entered through the pay-by-phone option. In our response, we addressed the fact that CMS made multiple attempts to speak with the borrower regarding her account status and our record indicates that on March 19, 2015 the borrower requested that our office cease any additional calls reminding her about the outstanding balance. It was not until March 31, 2015 that we received a phone call from the borrower asking to have her online account unblocked. Additionally, please note that on April 1, 2015 our Cashiering Department was able to remove the block from the borrower’s online account and it was done pursuant to the borrower’s request from the day before. If the borrower is now making new allegations about a prior payments, then our office needs those allegations in writing so we can provide a formal, written response. Thank you. --Best regards, [redacted] | [redacted] Carrington Mortgage Holdings, LLC[redacted] Direct: [redacted] | Fax: [redacted] Customer Advocacy Hotline: [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 I reject this offer because upon acquiring my loan, each Carrington representative I spoke to assured me "nothing would change" with my loan except they would be servicing the loan now instead of [redacted], who just increased the payment by $20+ a month effective April 1, 2015. Carrington is scamming the new customers it acquired from [redacted] and implementing a bogus escrow shortage on these accounts simply to collect extra fees to offset they money they paid to [redacted] to purchase mortgage loans. It's absolutely unacceptable to rip off your customers by trying to recoup money from them by accessing bogus fees to offset their investment. The only resolution I will consider is for Carrington to relinquish me as a customer back to [redacted].Dealing with Carrington has been a complete nightmare, which has caused me to waste hours of my time due to their inconsistent communication!! Complete lack of customer service and ethics on their part. I never received the letter I requested acknowledging my payment would be biweekly instead of monthly. I've kept ever piece of correspondence they have mailed to be. I never received the escrow analysis they "claim the mailed" nor did the Customer Service Manager who took my payments over the phone once mention the bogus escrow threshold or the fact my payment would be increasing.
Regards,
[redacted]

July 10, 2015
 
 
Original sent via regular mail
 
[redacted]
[redacted]
[redacted]
 
            RE:      MLD Loan...

No.:          [redacted]
                        Complaint No.:           [redacted]
                        Property
Address:       [redacted]
 
Dear Mr. [redacted]:
 
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed
with the Revdex.com (“Revdex.com”) received in our office via email on June
15, 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 CMS postponed your closing date on three (3) different occasions.
You go on to say that you provided all necessary documents and do not
understand why CMS requested additional documents from you. Lastly, you state
that CMS has been unprofessional and untimely throughout the loan approval
process. Consequently, you want CMS to approve your loan as soon as possible.
 
As a preliminary matter, our
records indicate that your loan was approved by CMS on June 18, 2015 and funded
on June 19, 2015. Please note that your mortgage broker, [redacted]., was notified via email of the approval and funding on the
aforesaid dates.
 
That said, our records indicate
that CMS did request additional documentation from you during the loan
origination process. On May 1, 2015 CMS requested a signed letter from [redacted] verifying that the buyer had complete access to the joint accounts/assets.
Our records indicate that we did not receive that document until May 16, 2015.
Additionally, CMS requested updated paystubs from you and we received that
documentation on June 5, 2015. Lastly, the property appraisal CMS received was incomplete
and the property condition needed to be cleared. Please note that CMS was able
to obtain a revised appraisal and cleared the property condition on June 11,
2015. On June 15, 2015 the loan application was sent to our underwriting team
and your loan was approved on June 18, 2015.
 
While we regret that CMS was
unable to approve your loan as quickly as you desired, we believe the record is
clear that CMS was professional and as timely as possible with the entire loan
approval process. We acknowledge that, during the period that you applied for a
loan, CMS experienced an unusually high volume of applications. Consequently,
although CMS strives to review as many loan applications as possible, customers
may have occasionally experienced infrequent delays while waiting to be
approved. Please know that CMS did everything in its power to review and
approve your loan within a reasonable timeframe. Nevertheless, CMS understands
your frustration and we sincerely apologize for any inconvenience you may have
experienced.
 
We trust that this communication
addresses all of the concerns noted in your complaint. If you have any further
questions, please contact the undersigned at [redacted], Monday through
Friday, from 8:00AM to 5:00PM, Pacific Time.
 
 
Sincerely,
 
 
 
[redacted]
Customer Advocate
 
CC:      Revdex.com
 
 July 10, 2015
Original sent via regular mail
 
[redacted]
[redacted]
[redacted]
 
            RE:      MLD Loan No.:          [redacted]
                        Complaint No.:           [redacted]
                        Property
Address:       [redacted]
 
Dear Mr. [redacted]:
 
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed
with the Revdex.com (“Revdex.com”) received in our office via email on June
15, 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 CMS postponed your closing date on three (3) different occasions.
You go on to say that you provided all necessary documents and do not
understand why CMS requested additional documents from you. Lastly, you state
that CMS has been unprofessional and untimely throughout the loan approval
process. Consequently, you want CMS to approve your loan as soon as possible.
 
As a preliminary matter, our
records indicate that your loan was approved by CMS on June 18, 2015 and funded
on June 19, 2015. Please note that your mortgage broker, Progressive Lending
Solutions, Inc., was notified via email of the approval and funding on the
aforesaid dates.
 
That said, our records indicate
that CMS did request additional documentation from you during the loan
origination process. On May 1, 2015 CMS requested a signed letter from [redacted] verifying that the buyer had complete access to the joint accounts/assets.
Our records indicate that we did not receive that document until May 16, 2015.
Additionally, CMS requested updated paystubs from you and we received that
documentation on June 5, 2015. Lastly, the property appraisal CMS received was incomplete
and the property condition needed to be cleared. Please note that CMS was able
to obtain a revised appraisal and cleared the property condition on June 11,
2015. On June 15, 2015 the loan application was sent to our underwriting team
and your loan was approved on June 18, 2015.
 
While we regret that CMS was
unable to approve your loan as quickly as you desired, we believe the record is
clear that CMS was professional and as timely as possible with the entire loan
approval process. We acknowledge that, during the period that you applied for a
loan, CMS experienced an unusually high volume of applications. Consequently,
although CMS strives to review as many loan applications as possible, customers
may have occasionally experienced infrequent delays while waiting to be
approved. Please know that CMS did everything in its power to review and
approve your loan within a reasonable timeframe. Nevertheless, CMS understands
your frustration and we sincerely apologize for any inconvenience you may have
experienced.
 
We trust that this communication
addresses all of the concerns noted in your complaint. If you have any further
questions, please contact the undersigned at [redacted], Monday through
Friday, from 8:00AM to 5:00PM, Pacific Time.
 
Sincerely,
 
[redacted]
Customer Advocate
 CC:      Revdex.com

April 26, 2016
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
[redacted]
[redacted]
[redacted], KY [redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted], [redacted], [redacted]
Dear Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com (“Revdex.com”) received in our office via email on April 12, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your rebuttal, you are dissatisfied with our initial response and the length of time it has taken to process your request for a partial release. Consequently, you continue to believe that CMS’s actions and servicing of your loan are unprofessional and careless.
As a preliminary matter, CMS sincerely apologizes for any perceived unprofessional or careless customer service you believe you may have received from our representatives. Rest assured that CMS strives to accommodate all reasonable customer expectations and resolve all customer requests as timely as possible.
Specifically, I previously advised you that CMS contacted your attorney with regard to the Partial Release Agreement that is required to process your request for a partial release. Despite my best efforts, I misspoke in delivering my explanation. I intended to advise you that CMS had contacted the attorney who represented the seller of the home next to yours to advise him of the Partial Release Agreement that is required to process the partial release. We sincerely apologize for this inadvertent error and for any inconvenience you may have experienced as a result.
That said, as previously advised, once you have the Partial Release Agreement; please provide a copy to CMS so that our office can execute it. To expedite receipt of the document, please send it via facsimile to [redacted] and call me directly at [redacted] to confirm that you faxed it. If you have any questions or concerns in regard to the Partial Release Agreement, CMS strongly encourages you to consult with a reputable attorney of your choice for further assistance. Unfortunately, CMS cannot provide you with any legal advice.
While we regret that you are dissatisfied with our initial response, our records are clear that CMS reviewed your request for a partial release as timely as possible, communicated with you on numerous occasions to convey our approval of the release in concept, advised you to submit a copy of the Partial Release Agreement for our signature, and even provided you with an example of such an agreement. As a result, CMS continues to submit that all of your concerns have been addressed within a reasonable timeframe and that our representatives have been professional and more than willing to assist you with your request. Finally, because CMS has now addressed these issues on multiple occasions, our office will not respond to future correspondence raising substantially the same or identical claims.
We trust that this communication addresses all of the concerns noted in your rebuttal. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], [redacted], CA [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], [redacted], [redacted].

January 6, 2017
[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 December 19, 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 in October 2016, you contacted CMS via telephone to request that your escrow account be cancelled. You claim that because you received no response from CMS, you contacted CMS again on November 1, 2016 to request CMS to cancel your escrow account. During that conversation, CMS notified you that you should pay $436.55 to satisfy the payment that became due on November 1, 2016. Sometime thereafter, you paid that payment only to find out that CMS cancelled your escrow account and reduced your November 1, 2016 payment to $281.94. You express dissatisfaction that after requesting the overage refund of $154.61 and providing CMS with front and back copies of the cashed payment, CMS notified you that it would be necessary for you to provide a copy of your bank statement to consider issuing the refund. Although you acknowledge that you have declined CMS’s request to provide a copy of your bank statement, you are requesting CMS to refund the $154.61 to you as soon as possible.
At the outset, please note that the servicing of your conventional loan was transferred from Bank of America N.A. (“BANA”) to CMS on September 1, 2016. On April 10, 2016, 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 September 1, 2016 mortgage payment in the amount of $436.55. This payment was made up of principal and interest in the amount of $281.94 and a monthly escrow collection in the amount of $154.61. The escrow collection was in place to pay property taxes and/or insurance amounts from your escrow account when such amounts became due.
A review of our records shows that on October 31, 2016, you initially contacted CMS and explained that you received the escrow analysis completed on October 21, 2016. After inquiring into the reason your escrow account contained an escrow shortage, the CMS representative notified you of CMS’s policy to require borrower’s to maintain an escrow cushion equal to two months (one-sixth) of the total annual escrow disbursements. You expressed dissatisfaction with the information and demanded that CMS provide you with its policy in writing. The CMS representative attempted to provide you with the avenue to send a written request to CMS; however, you did not allow the representative to provide you with that information and threatened to file a Revdex.com complaint.
CMS is uncertain as to why you claim that you received no response from CMS as you abruptly terminated the phone call before the CMS representative could provide you with information as to how to go about requesting your escrow account to be cancelled. After listing the telephone call recording in question, CMS is satisfied that the CMS representative that attempted to assist you during this telephone call remained professional and courteous to you although you did not extend the same level of courtesy to the CMS representative.
The very next day, you again contacted CMS and expressed dissatisfaction with CMS’s policy to require borrowers to maintain a two month escrow cushion. During this telephone conversation, you indicated that CMS was improperly attempting to collect a two month escrow cushion from you. In an effort to assist you, the CMS representative notified you of the option to cancel your escrow account and explained that in order to do so it would be necessary that CMS be in receipt of your written request to do so. Because you were dissatisfied with that response, you requested that your call be escalated to an alternate CMS representative. As you requested, your call was transferred to an alternate CMS representative who provided you with specific instructions as to how to send your written request to cancel your escrow account to CMS.
CMS would like to take this opportunity to clarify any misperception you may have in regard to CMS’s escrow cushion requirement. Please be advised that the guidelines set forth by the Real Estate Settlement Procedures Act (“RESPA”) allows 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. In light of this information, CMS respectfully submits that this policy is within the bounds of federal, state and local laws and the related servicing agreement. If you wish to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at http://portal.hud.gov/hudportal/HUD.
On November 2, 2016, CMS’s Escrow Department received your written request to cancel your escrow account and began taking the necessary actions to process your request. That day, CMS sent you a notice required under Consumer Financial Protection Bureau (“CFPB”) guidelines informing you that once your escrow account was cancelled, it would be your responsibility to pay any property taxes and/or insurance that would become due. On November 8, 2016, you contacted CMS and the CMS representative that spoke with you provided you with the status of your escrow cancellation request. During this phone conversation, you were notified that a ten day period had to pass before your escrow account would be cancelled.
Although your mortgage payments are due on the first day of each month, CMS was not in receipt of your November 1, 2016 mortgage as of November 14, 2016. CMS would like to take this opportunity to point out that CMS representatives properly encouraged you to make your existing November 1, 2016 mortgage payment in the amount of $436.55 as there was no guarantee that your escrow account would be cancelled until CMS received your written request and completed the necessary actions to ensure that your loan met all necessary criteria.
On November 14, 2016, (which was the very next business day after the ten day waiting period expired), CMS cancelled your escrow account by removing your requirement to pay monthly amounts for taxes and/or insurance. That same day, CMS disbursed the remaining funds in your escrow account to you in the amount of $232.71 and sent you the attached letter notifying you that your escrow account was cancelled. Because your November 1, 2016 mortgage payment was unpaid, that payment was reduced from $436.55 to $281.94. CMS respectfully submits that should you have made your November 1, 2016 mortgage payment on the date that it became due, CMS would have issued you any excess funds that you paid with that mortgage payment on November 14, 2016.
On November 15, 2016, CMS received funds in the amount of $436.55. Those funds were applied to your reduced November 1, 2016 mortgage payment of $281.94 and the remaining $154.61 was applied towards your principal balance. On November 21, 2016, you contacted CMS and confirmed that your November 1, 2016 payment was reduced by an amount of $154.61 and requested CMS to issue a refund to you in that amount. The CMS representative provided you with information to send your written request to CMS; however, you refused and demanded to speak to a CMS supervisor.
After your call was transferred, the CMS representative explained that she would attempt to have the refund processed and notified you that it would be necessary for you to provide CMS with front and back copies of the check in question. You sent the information to CMS that day and the CMS representative then emailed CMS’s Cashiering Department requesting that the $154.61 that was applied to your principal balance on November 15, 2016 be refunded to you.
After reviewing our records, CMS has confirmed that due to an inadvertent error, this CMS representative requested you to provide incorrect information to CMS in order to issue a refund. As later clarified by CMS, the representative should have requested you to provide a copy of your bank statement (with running balances) as evidence the November 15, 2016 payment would not be returned unpaid while CMS was in the process of issuing a refund. CMS sincerely apologizes for any inconvenience you may have experienced due to the unintentional error.
On December 7, 2016, you contacted CMS and inquired into the status of your refund request. The CMS representative that you spoke with confirmed that the refund had not yet been processed and that a follow up would be made with CMS’s Cashiering Department to determine the status of your request. That day, CMS’s Cashiering Department confirmed that CMS would need to be in receipt of your bank statement (with running balances) in order for a refund to be issued to you. Accordingly, a CMS representative called you that same day and notified you that CMS would need to be in receipt of your bank statement (with running balances) in order issue a refund. During that conversation, the CMS representative clarified that front and back copies of a check would be used only to locate a missing payment. As outlined in your complaint, you refused to send such information to CMS which prevented CMS from issuing the requested refund to you.
After being in receipt of your Revdex.com complaint requesting CMS to issue you a refund of the $154.61 that was applied to your principal balance on November 15, 2016, CMS’s Customer Advocacy Department contacted its Cashiering Department to inquire if sufficient time had passed to eliminate any doubt that the November 15, 2016 payment would be returned unpaid by your banking institution. Due to the time that had elapses since receiving your initial request, it was determined that CMS no longer needed you to provide a copy of your bank statement. Accordingly, CMS agreed to your request to issue a refund to you in the amount of $154.61.
On December 30, 2016, I personally contacted you and notified you that I would be responding to your complaint. During this phone conversation, I acknowledged and apologized that the CMS representative that initially attempted to assist you incorrectly requested that you provide front and back copies of the payment in order to request a refund. I explained that CMS would be issuing a refund to you shortly and confirmed the mailing address on file was accurate. That same day, CMS issued a refund to you in the amount of $154.61 which was sent to you via Federal Express (“Fed Ex”) overnight mail at no cost to you. Our records show that the refund was delivered to you on January 3, 2017 as documented by Fed Ex tracking number [redacted].
As of the date of this letter, your loan is contractually current and showing due for the January 1, 2017 mortgage payment in the amount of $281.94. Attached for your reference is a copy of your loan payment history as well as a copy of the loan servicing system payment codes and definitions.
Finally, please note that pursuant to 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 properly managed the cancellation of your escrow account and appropriately encouraged you to remit the full contractual mortgage payment that became due on November 1, 2016. Again, CMS apologizes that you were requested to provide information that was insufficient to accommodate your refund request and notes that once the error was identified you refused to provide the information required to process the refund. Nevertheless, as an expression of our commitment to the highest standards of customer satisfaction, CMS has issued the requested refund to you on December 30, 2016. Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at (800) 561-4567 for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted] Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-5474.
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.
TENNESSEE:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance.

June 1, 2016  [redacted] RE:      Loan No.:                   ...

[redacted]                        Borrower:                    [redacted]Property Address:       [redacted], [redacted], [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 May 16, 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 you have experienced difficulty with CMS’s Loan Servicing Website (“LSW”) and claim that the LSW does not allow you to reset your account password.  You claim that the LSW issues you have experienced have prevented you from making no-cost online mortgage payments and have forced you to make mortgage payments to CMS by telephone for a fee.  Your complaint expresses dissatisfaction that CMS’s escrow cushion requirement increased from that of your prior loan servicer causing your payment to increase by $125.00.  You are requesting CMS to continue with the same escrow cushion requirement as your prior loan servicer and for CMS to update its LSW to allow users the ability to reset account passwords.  Finally, you are also requesting CMS to eliminate the practice of charging a fee to make phone payments. As you know, the servicing of your Federal Housing Administration (“FHA”) 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 April 1, 2015 mortgage payment in the amount of $1,011.62.  That payment was made up of principal and interest in the amount of $822.27 and a monthly escrow collection in the amount of $189.35. Please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty days of a service transfer.  It is important to note that the analysis of your escrow account does not in any way change your fixed interest rate of 5% and your monthly principal and interest payment remains unaltered.  In addition, a condition of your FHA loan requires you to maintain an escrow account for the payment of hazard insurance and property taxes. 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 total annual escrow disbursements in the amount of $3,108.02, which included a hazard insurance premium in the amount of $578.00, property taxes in the amount of $1,776.78 and a FHA Mortgage Insurance Premium (“MIP”) in the amount of $753.24.  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 (not including MIP). Because the total annual escrow disbursements for your loan (not including MIP) were projected to be $2,354.78, your escrow account was required to have a minimum balance of $392.46 at all times ($2,354.78 divided by 6 equals $392.46).  Based upon the projected disbursement date of your escrowed items, CMS determined that your escrow account would have a deficit of $735.02 in May 2016.  Because you are required to have $392.46 in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $1,127.48 at that time ($735.02 plus $392.46 equals $1,127.48). In order to prevent any undue hardship, CMS spread the escrow shortage of $1,127.48 over a period of twelve months which resulted in an increase to your monthly mortgage payment from $1,011.62 to $1,175.22 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:             $          822.27            Base Escrow Collection:         $          259.00            ($3,108.02 divided by 12)            Monthly Escrow Shortage:     $             93.95            ($1,127.48 divided by 12)            July 1, 2015 Payment              $        1,175.22 On December 18, 2015, CMS completed a new escrow analysis for your loan to fall in line with the [redacted] annual escrow analysis cycle and issued you the attached new escrow analysis notification.  This new escrow analysis projected your total annual escrow disbursements to be in the amount of $3,228.50, which included a hazard insurance premium in the amount of $578.00, increased property taxes in the amount of $1,913.34, and a reduced MIP in the amount of $737.16.  As allowed under RESPA guidelines, CMS continued to require an escrow cushion equal to two months (one-sixth) of the amount of the total annual disbursements paid out of an escrow account (not including MIP). Because the total annual escrow disbursements for your loan (not including MIP) were projected to be $2,491.34, your escrow account was required to have a minimum balance of $415.22 at all times ($2,491.34 divided by 6 equals $415.22).  Based upon the projected disbursement date of your escrowed items, CMS determined that your escrow account would have a balance of $735.02 in June 2016.  Because you are required to have $415.22 in your escrow account at all times, CMS determined that your escrow account would contain an escrow shortage in the amount of $366.64 at that time ($415.22 minus $48.58 equals $366.64). CMS spread the escrow shortage of $366.64 over a period of twelve months which resulted in a decrease to your monthly mortgage payment from $1,175.22 to $1,121.86 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:             $          822.27            Base Escrow Collection:         $          269.04             ($3,228.50divided by 12)            Monthly Escrow Shortage:     $            30.55             ($366.64 divided by 12)            February 1, 2016 Payment      $       1,121.86 Please be advised that CMS currently has no plans to change its escrow cushion requirement policy and CMS intends to continue the practice to require borrowers to maintain a two month escrow cushion (unless prohibited by applicable law).  This practice is in place to ensure that escrow accounts are properly funded to avoid CMS having to advance its own funds for the payment of escrow items that are to be paid by borrowers. In regard to the concerns that you have experienced with CMS’s LSW, please be advised that CMS’s LSW does in fact have the functionality to allow borrowers the ability to reset their account password as shown below.    CMS takes the protection of customer information very seriously, and we are proud of our reputation for adhering to the highest standards of data protection.  We are happy to confirm that CMS employs state of the art information security technology to ensure that all information exchanged through the LSW is properly protected, and we regularly evaluate our information security policies, procedures and systems to make certain that our security protocols are up to date. CMS is sorry to hear that you have experienced difficulty with CMS’s LSW that may have caused your account to be locked.  While CMS is uncertain as to the exact reason your account may have been locked CMS is able to confirm that an account will become disabled if a user enters an incorrect password more than five times.  This is another feature that CMS employs to protect customer information.  Should an LSW account become disabled, the customer is required to contact CMS’s Customer Service Department at [redacted] and the CMS representative will promptly reactivate the LSW account while the customer is on the phone once the customer verifies his or her identity. CMS has thoroughly reviewed its records and has confirmed that you have contacted CMS only once on October 16, 2015 to request your LSW account to be reactivated.  As you may recall, the CMS representative who assisted you immediately reactivated your LSW account after you verified your identity. Please be advised that CMS has confirmed that your LSW account is activated and unlocked at this time. In response to your claim that CMS has forced you to make phone payments to CMS for a fee, please be advised that there are a number of methods available to you to make payments to CMS that do not require the use of CMS’s Interactive Voice Response (“IVR”) phone payment system that charges a customary fee of $5.00.  You may access CMS’s LSW at [redacted] for a list of the available payment delivery options and addresses to send mortgage payments to CMS. Please note that CMS currently has no plans to change its practice to charge a phone payment fee of $5.00 for use of its IVR phone payment system. As of the date of this letter, your loan is contractually current and is showing due for the June 1, 2016 mortgage payment in the amount of $1,121.86.  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. Based on the foregoing, we believe the record is clear that CMS has properly managed your escrow account and has permissibly required you to maintain two month escrow cushion.  It is also clear that CMS has not forced you to make phone payments to CMS via its IVR phone payment system.  Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time. Sincerely,  [redacted]Customer Advocate CC:      Revdex.com IMPORTANT DISCLOSURES -INQUIRIES & COMPLAINTS-For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], [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], [redacted]. Texas:Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted], [redacted].  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted].

The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is in
receipt of your complaint filed with the Revdex.com received in our office via email
on September 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 your inquiry.
As we understand your complaint, on August 29, 2014 you alleged that you were unable to make
your August 1, 2014 contractual mortgage payment because the CMS online payment/website
feature was unavailable. Instead, on September 2, 2014, you were charged a $15.00 late fee by
using the CMS Check-By-Phone ("CBP") feature to make your payment.
A review of your account verified that you attempted to make your August 1, 2014 contractual
mortgage payment on August 29, 2014 using the CMS online payment/website. However,
records show that the payment was rejected because you were not including the applicable late
fee in the amount of $25.13. Our records also show that on September 2, 2014 you decided to
make that same payment by using the CMS Check By-Phone ("CBP") feature and were charged
$15.00 to process your payment.
In your inquiry you are asking that CMS waive the $15.00 CBP late fee, but our records confirm
that CMS never charged you a $15.00 CBP fee from the beginning. Normally, CMS does not
waive such fees when there is no evidence of technical error or problems with our online
payment/website.
Nonetheless, please be aware that, due to factors beyond our control, we are unable to guarantee
that our online payment/website options will be available at all times. As indicated in the Terms
and Conditions section of our website:
Carrington Mortgages Services, LLC assumes no responsibility for any consequences or
damages arising from, directly or indirectly, any action or inaction that you take based
on the information, services or other material on this Site.
(https://myloan.carringtonms.cornlwebapps/servicinglmyloans/viewTermsConditions....⇄ For
that reason, CMS offers multiple additional payment options such as payment by ordinary mail,
Pay-By-Phone, or Western Union Quick Collect.
Also, our records show that you continue to remit your contractual mortgage paytnedts at' or near
the end of the month. By doing so, you are running the risk of other payments being· received
late by CMS, which will result in you incurring late fees and additional derogatory marks on
your credit profile. Therefore, it is strongly suggested that you remit your payments on or before
the due date to avoid further negative credit reporting. Any payments received after the month in
which they are due will be reported accordingly to the credit reporting agencies.
Payments submitted online before 8:00PM Pacific Time/11 :00 PM Eastern Time, Monday
through Saturday, are processed on the same day. Payments submitted after 8:00 PM Pacific
Time/11 :00 Eastern Time, Monday through Saturday, are processed the next business day.
Please be advised that you will be unable to submit your payment for the current month after
8:00PM Pacific Time/ II :00 PM Eastern Time on the last day of each month.
We trust that this communication addresses all of the concerns noted in the inquiry. If you have
any further questions, please contact the undersigned at ###-###-####, Monday through Friday,
8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I just faxed my paperwork that I received from [redacted] in June to your customer service rep like she requested when I called a couple weeks ago. In those documents, one shows [redacted] advising me of my payments starting November 1st, 2015, as being $1,618. I was told by [redacted] rep that they were allowing me to pay the principle & interest for the first 6months, then resume normal payments on November 1st. This is why my payments were only $1,307. Have you reviewed that paperwork. If you need a copy please let me know.
Regards,
[redacted]

February 27, 2015[redacted]RE: Loan No.:[redacted]Property Address: [redacted]Complaint No.:[redacted]Dear Mr. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of...

your complaint filed with the Revdex.com received in our office via emailon February 2, 2015. CMS is committed to responsible lending and servicing and we would liketo address any concerns you may have. The following is our response to the issue(s) raised inyour inquiry.As we understand the complaint, you assert that CMS rejected your loan payments because youwere using three different financial institutions to submit the monthly payments. You assert thesepayments were for amounts sufficient to cover the contractual payment amount but werenonetheless wrongfully returned by CMS as being partial payments, and you have incurred latecharges as a result. You also contend you submitted the monthly payments to Bank of America("BANA") from June 2014 until September 2014 but that these payments never appeared onyour statements, nor were the payments returned to you. Lastly, you allege that two checkstotaling $1,600 were improperly returned to you due to partial payment on January 28,2015.Please note your loan was service transferred from BANA to CMS on or about August 2, 2014.It is the responsibility of the prior loan servicer to respond to inquiries regarding loan servicingissues that may have occurred during the period the loan was serviced by the respectivecompany. Attached for your ease of reference is a copy of the August 12, 2014 Notice ofServicing Transfer ("Hello Letter") sent to you by CMS that notified you of the service transfer.Around the time of the service transfer from BANA to CMS, our records reflect that your loanwas delinquent and due for the May 1, 2014 payment.Although we sympathize with your efforts to keep your account current by tendering partialpayments, you promised to pay by entering into a contractual obligation by executing the Noteand Deed of Trust ("Security Instrument") on December 23, 2003. A copy of the executed Noteand Deed of Trust are attached for your review. Based on the terms and conditions outlined onthe Security Instrument, you agreed to pay the principal sum of $146,840.00, with payment dueon the first day of each month beginning February 1, 2004.Pursuant to the terms of the Security Instrument, if the borrower misses a monthly payment andthe next month is for the regular payment amount, the funds received wi11 be applied to themonthly payment that became due first, the missed month. If the Borrower pays only part of theamount owed, the Lender may hold the partial payment(s) in unapplied funds. When thatunapplied funds collects enough money to make a full payment of principal, interest, and anyapplicable escrow, the Lender credits that payment to the account. If the Borrower makes apartial payment, there will be no changes in the due date or in the amount of the monthlypayment unless the Lender agrees in writing to those changes. If the Lender has not received thefull monthly payment required by the Security Instrument by the end of fifteenth calendar daysafter payment is due, a late charge may be collected.The Deed of Trust lays out how your monthly payments are to be applied to the loan. As statedin the Security Instrument, all payments shall be applied as follows:• First to the mortgage insurance premium to be paid by Lender to the Secretary or to themonthly charge by the Secretary instead of the monthly mortgage premium;• Second, to any taxes, special assessments, leasehold payments or ground rents, and fire,flood and other;• Third, to interest due under the Note;• Fourth, to amortization of the principal of the Note; and• Fifth, to late charges due under the Note.The Security Instrument further outlines that if Borrower defaults by failing to pay in full anymonthly payment, then Lender may require immediate payment in full of the principal balanceremaining due and all accrued interest. The Security Instrument states that if Borrower defaultsby failing to pay in full any monthly payment or defaults by failing, for a period of thirty days, toperform any other obligations contained in the Security Instrument, that Lender is entitled toaccelerate the debt.Due to the ongoing delinquency, the subject loan was reviewed and approved for foreclosureeffective January 9, 2015. The loan was contractually delinquent and due for the July 1, 2014payment at the time of the foreclosure referral. Please see the attached "Exhibit A" to referenceyour mortgage payment history. The table reflects the date and amount of the payments receivedand to what contractual payment each was applied. The full amount to reinstate your loan is $15,117.21, good through March 31, 2015. Payments you have tendered to CMS after January 9,2015 have been insufficient to cure the delinquent balance in full and have been returned to you.If you wish to bring your account fully current, you must make payment arrangements with CMSand submit payment via certified funds.Generally you may tender your monthly payments via CMS Direct Pay, but please note that ifyour account is over 30 days delinquent and/or your payment being submitted is not sufficient tobring your loan current, payment will either not be accepted or payment may be returned to you.If you require assistance with submitting your monthly payments in the future, please considertendering payment using a single financial institution. In the event that you are unable to do so,please reach out to CMS for assistance with submitting your monthly payment.Please note that if you are experiencing financial difficulty in paying the above referencedmonthly contractual payment, we encourage you to apply for a loan modification under theHome Mfordable Modification Program ("HAMP"). For your convenience, we have attached aRequest for Mortgage Assistance form. You may visit our borrower portal online athttps://carringtonms.comlhardship to learn more about the program options and to upload thedocuments electronically. Your complete loan modification application package may be sent toCMS via email at [email protected] or via tax at (877) 267-13 31.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) 87 4-5017, Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.Customer AdvocateCC: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The reason that I disagree to the response is when I spoke to one of the Representatives, [redacted],  there before sending the amount $1,640.56  I asked will this bring the account current from what you show and she stated yes, which I still could not understand why the account was delinquent. I requested the copy of the life of the loan of the payments that they received , and I still have not received the information. I also requested the removal of $15.00 that is being charged additional to my account that I have not signed for. The reason I believe there has been some misapplied to the account is because I sent in a payment of $730.00 and still do not understand how my account was a month behind. When I sent the payment in on the account as the Representative advised, stated above, I also requested that the unapplied  amount to be added to the account also. I really do want to resolve this matter soon. The records I have I am current on my loan. I still would like the payment history record from 2006 to current on the mortgage.
Regards,
[redacted]

June 7, 2016     Original response sent via regular mail   [redacted]   RE:      Loan...

No.:                    [redacted]                         Complaint No.:           [redacted]                         Borrower:                    [redacted]                         Co-borrower:               [redacted]                         Property Address:       [redacted], [redacted]   Dear Mr. & Mrs. [redacted]:                                         ...⇄ The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on May 16, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you allege that you are unable to make your mortgage payments via your CMS online account or the pay-by-phone option. You go on to say that due to CMS’s error, your account will be assessed a late charge and a derogatory mark will be reported on your credit report. As a result, your desired resolution is for CMS to waive any potential late charge from your account, to ensure that no account delinquencies will be reported to the credit reporting agencies, and to allow you to make your mortgage payments via both your online account and pay-by-phone options.   As a preliminary matter, please accept this correspondence as confirmation that CMS has not assessed a late charge to your account or reported any account delinquencies to the credit reporting agencies. Moreover, as of the date of this correspondence, your payment history reflects that your loan is current through June of 2016. The next payment due is scheduled to be paid on July 1, 2016 in the amount of $753.76. If you would like to view your recent payment activity, download a copy of your most recent billing statement or escrow analysis, or make a payment, CMS encourages you to log in to your online account by visiting https://carringtonms.com. Please note that by accessing your online account you will be able to view your monthly mortgage statements more quickly than waiting for a physical copy to arrive in the mail. With regard to your inability to authorize a mortgage payment via your CMS online account or the pay-by-phone option, our records indicate that CMS received an electronic communication from your bank advising our office that either an inaccurate routing number or an inaccurate account number was used on a recent payment that you may have provided to a CMS representative, entered through our website, or entered through the pay-by-phone option. For your reference, attached hereto as Exhibit “A” please find a copy of the Notice of Change (“NOC”) letter that CMS sent you on April 13, 2016 advising you of the aforesaid.   Specifically, the letter advised you that it would be necessary to contact your bank and confirm your account and routing number. In our experience, the use of incorrect account numbers can be an indicator of attempted access by an unauthorized party; accordingly, when this happens, CMS’s policy is to lock your online account and pay-by-phone option and send you an NOC. After you call and speak with a CMS representative and confirm your correct routing and bank account number, CMS will unlock the online and pay-by-phone options.   Subsequently, on May 14, 2016, you contacted CMS with regard to your inability to make a mortgage payment via your CMS online account or the pay-by-phone option. That same day, the CMS representative escalated your concern to our Cashiering Department and requested to have your account unlocked so you could resume payments via your online account and over the phone. On May 16, 2016, our records indicate that your account was unlocked and that you authorized a payment transaction in the amount of $753.76 which was immediately applied to your May 1, 2016 mortgage payment.   We would like to take this opportunity to remind you that all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.   Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].       [This space intentionally left blank] We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].     -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

August 27, 2015
[redacted]
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

Dear Ms. [redacted]:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our via email on August 11, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As you are aware, our Customer Advocacy Department originally received an inquiry from you via the Revdex.com on July 13, 2015 which raises the same issues as this complaint. Accordingly, the loan was researched and a response was sent to you by CMS on August 6, 2015, a copy of which is included here for your ease of reference. Please note that while the August 6, 2015 response has provided you with nineteen (19) pages of documents to support CMS’s response to you, CMS is not attaching another copy of the documents to avoid unnecessary duplication of efforts.
As we understand your most recent complaint, you claim that CMS has only modified your loan once despite the fact that CMS has modified your loan twice, has provided you with the terms of both loan modifications and has also provided you with copies of the loan modification agreements that you executed in the presence of a notary on November 25, 2008 and on December 13, 2009. For your reference, CMS is providing you with another copy of each of these two loan modification agreements and respectfully submits that CMS modified your loan twice as originally stated in the August 6, 2015 response.
CMS also understands that you claim that CMS is reporting your loan and payment information to the credit bureaus two months late. Again, CMS respectfully disagrees with your claim. Please note that CMS typically reports loan and payment information to the major credit reporting agencies on or about the tenth day of the following month. For example, CMS would report information to the credit reporting agencies on or about February 10, 2015 for loan payment information surrounding the month of January 2015.
A review of our records as far back as January 1, 2015 found that CMS has reported your loan as 30-59 days past due for the months of March 2015, May, 2015, and June 2015 as CMS has in fact received the full contractual payments a month after the month in which these payments became due on the first day of each month. This is the reason CMS has issued you mortgage statements showing that your loan was past due. CMS would like to remind you that a copy of your loan payment history was provided to you in the CMS’s August 6, 2015 response.
CMS is able to confirm that on March 3, 2015, CMS received funds in the amount of $633.17 which were applied to the March 1, 2015 mortgage payment. On March 13, 2015, CMS was notified that this payment was returned unpaid by your banking institution as nonsufficient funds. It was not until April 7, 2015 when CMS received and applied funds to replace the March 1, 2015 mortgage payment. This payment was correctly reported as being 30-59 days past due on or about April 10, 2015.
On April 28, 2015, CMS received and applied the payment that became due on April 1, 2015 which is why CMS reported that this payment was made within the same month that the payment became due. This information was reported to the credit bureaus on or about May 10, 2015. On June 3, 2015, CMS received and applied your May 1, 2015 mortgage payment. Accordingly, CMS correctly reported this payment as being 30-59 days past due on or about June 10, 2015. On July 9, 2015, CMS received and applied your June 1, 2015 mortgage payment. CMS correctly reported this payment as being 30-59 days past due on or about July 10, 2015.
In response to your concern that CMS has sent you foreclosure notices, please be advised that on July 7, 2015, CMS issued you the attached Notice of Intent to Foreclose (“NOI”). Pursuant to the terms of your loan documents, this notice is being sent when the loan becomes delinquent or past due. The notice explained that your loan was in default for the nonpayment of the June 1, 2015 contractual payment and provided $1,246.01 as the amount required to cure the delinquency. This letter also notified you that failure to cure the delinquency within thirty days may result in acceleration of the sums secured by the Mortgage and in the sale of the property.
On July 15, 2015, CMS received and applied your July 1, 2015 mortgage payment. On or about August 10, 2015, CMS reported that this payment was made within the same month that the payment became due. On August 14, 2015, CMS received and applied your August 1, 2015 mortgage payment. CMS has not yet reported this payment to the credit bureaus; however, CMS intends to report that this payment was made within the same month that the payment became due on or about September 10, 2015. In light of this information, CMS respectfully disagrees with your claim that CMS has improperly reported loan and payment information to the credit bureaus two months late.
Because you have indicated that you believe your mortgage payment is not late when it is paid on the sixteenth day of the month, please be advised that all payments are due on the first day of each month, and are considered late as of the second day of the month. If the payment is not received by CMS on or before the sixteenth day of the month, a late fee will be assessed to your loan. Any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent.
In your complaint, you indicate that you wish CMS to provide you with mortgage assistance. As you are aware, CMS received your most recent loan modification application for consideration under the Home Affordable Modification Program (“HAMP”) on December 19, 2014. After gathering all of the required information from you, CMS determined you failed to qualify under HAMP as your post modification debt to income ratio of 16.92% was outside of the required program range of 25-42%. Consequently, CMS issued you the attached HAMP Non-Approval Notice on January 27, 2015.
CMS then reviewed your loan for a Non-HAMP loan modification and determined that based upon your verified monthly income and the current mortgage payment at the time the review was completed you were not eligible for a loan modification. Accordingly, CMS issued you the attached Loan Modification Non-Approval Notice on January 27, 2015.
If you are experiencing financial difficulty in paying the above referenced monthly contractual payment and have had a change in your financial circumstances, we encourage you to apply for mortgage assistance. CMS offers various loss mitigation workout options that may be available to you. You may visit CMS’s website at [redacted] to learn more about the loss mitigation workout options and to upload the required documents electronically. Your complete mortgage assistance application package may be sent to CMS via email at [email protected] or via fax at [redacted].
In addition, you have the option to contact a United States Department of Housing and Urban Development (“HUD”) approved housing counselor at no cost to you. A HUD approved housing counselor can help you make a budget so that you can meet your monthly mortgage payment and other expense obligations. The HUD approved counselor will have information about local resources that may be helpful to you.
For your ease of reference, more information regarding the benefits of contacting a HUD approved counselor can be found on MHA’s website at [redacted]. In addition to accessing MHA’s website, you may also call [redacted] to speak to an expert advisor immediately, twenty four hours a day, seven days a week and this valuable, around-the-clock service is available at no cost to you.
Because your most recent correspondence appears to be substantially similar to correspondence previously addressed by CMS, no further response from CMS is required. Moreover, please be advised that because CMS has now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims.
Based on the foregoing, we believe the record is clear that CMS has in fact modified your loan on two separate occasions, has correctly reported your loan and payment information to the credit bureaus timely, and has properly issued you accurate mortgage statements and notices informing you of the status of your loan and the consequences you could face if the loan delinquency was not resolved within thirty days of such notice being sent to you. As of the date of this letter, your loan is contractually current and showing due for the September 1, 2015 mortgage payment. 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 carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting 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].

June 11, 2015[redacted] RE: Loan No.: [redacted] Case No.: [redacted]Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is inreceipt of your complaint filed with the Revdex.com received in our office via...

emailon May 18, 2015. CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may have. The following is our response to the issue(s) raised in yourinquiry.As we understand your complaint, you are frustrated that your loan payment history on CMS'swebsite is not reflecting the payments you allege that you made and you contend that your loanis current. You are requesting that CMS correct your payment history on the website and refundany late fees assessed to your loan. Finally, you claim that you were not satisfied with CMS'slevel of customer service.On or about January 23, 2015, CMS completed a new escrow analysis as required under the RealEstate Settlement Procedures Act ("RESPA"). The attached Annual Escrow Account DisclosureStatement ("AEADS") shows your new escrow payment effective March 1, 2015 in the amountof $605.38. A copy of the AEADS is attached for your ease ofreference. The breakdown ofyourmonthly payment is below: Principal & Interest. ............................................................ $ 444.60 Base monthly escrow collection ........................................... $ 160.78 Total monthly payment ...................................................... $ 605.38A review of our records indicates that on or about March 31, 2015, CMS contacted you about apayment we received in the amount of $553.30 which was less that your total monthly payment.CMS requested that you pay an additional $76.29 which included the $52.08 payment shortageand a late fee of $24.21 to be applied to your March payment. During that conversation, you toldthe representative that you had not had a chance to update the new payment with your financialinstitution. In your complaint, you also admit that this was the reason for the incorrect paymentamount. In fact, your bank had continued to send in the previous payment amount. Shortlythereafter, you called CMS and did a speed payment for $76.29.On or about April 21, 2015, you contacted CMS wanting to know the status of a payment youmade that was not applied to your account. CMS informed you that the payment amount wereceived was less than the total amount due so you made a payment for the required amount of$128.37 to cover April's payment. Subsequently, on or about April28, 2015, you contactedCMS wanting to know why your account was still showing past due. CMS informed you thatthey would research the payment history and call you back.Accordingly, the loan was researched and CMS discovered that on March 31, 2015, $605.38 anda $24.21 late charge were inadvertently placed in unapplied funds. Then, on April 1, 2015, apayment of $57.49 was applied to escrow and a payment of$419.52 was applied to the principalbalance. Finally, on April 30, 2015, a payment of $104.16 was applied to the principal balance,bringing the total misapplied amount to $1,234.97. On or about May 28,2015, CMS correctedthe misapplied funds and appropriately applied the funds to your April 1, 2015 and May 1, 2015payment. The transaction summary is attached for your ease of reference.On June 2, 2015, CMS waived one late fee and gave you credit tor the other two in the amount$24.21 each totaling $48.42. Unfortunately, due to the small amount, we are unable to send arefund check. However, the funds will remain in unapplied until you either use the funds as partof a payment or advise how you would like to have the funds posted. It is important to note thatall of your payments have been accounted for and correctly applied to your account in oursystems as well as the website. As of the date of this letter, your loan is contractually current andshowing due for the July 1, 2015 mortgage payment in the amount of $605.38.Finally, in regards to the alleged poor customer service and communication you received, CMSwill conduct an investigation concerning your allegations and take whatever action necessary inlight of our findings. We would like to take this opportunity to apologize for any inconveniencethat you may have experienced while trying to use our automated payment options or speaking toour Customer Service Representatives. We thank you for bringing this matter to CMS'sattention. CMS is fully committed to providing the best customer service to all of our customers.We are 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 youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00AM to 5:00PM, Pacific Time.Sincerely,[redacted]

[redacted]
 
 
[redacted]
 
[redacted]
[redacted]
[redacted]
 
            [redacted]         [redacted]...

[redacted]                    [redacted]
                           [redacted]                      [redacted]
                           [redacted]                    [redacted]
                           [redacted]       [redacted]   Dear Mr. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on April 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 your inquiry.   As we understand your complaint, you state that CMS increased your monthly mortgage payment from $737.00 to $1,042.01 shortly after the effective date of the service transfer. Notwithstanding your request for an explanation with regard to the increased monthly mortgage payment amount, you state that the CMS representatives have given you a different explanation each time you call. As a result, your desired resolution is for CMS to honor the original monthly mortgage payment amount prior to the service transfer.   As a preliminary matter, our records confirm that you filed a Chapter 13 Voluntary Petition in the U.S. Bankruptcy Court Eastern District of Texas (Sherman) on June 26, 2012. Consequently, it is important that you understand that this correspondence is not an attempt to collect a debt, but merely an informational response to your request to provide you with your current account status.   At the outset, please note that the servicing of your loan was transferred from Bank of America, N.A. (“BofA”) to CMS on or about December 2, 2016. At the time of the service transfer the loan was contractually current and due for the January 1, 2017 mortgage payment. As you may already know, servicing rights arise at the time the loan is originated, but such rights are commonly bought and sold in the marketplace. Consequently, we respectfully submit that CMS acquired the servicing rights to the loan legally and in compliance with all applicable laws. Furthermore, please be advised that the Real Estate Settlement Procedures Act (“RESPA”) requires that an escrow analysis be completed within sixty (60) days following the effective date of a service transfer. On this particular account, our servicing notes indicate that your loan was transferred from BofA to CMS on December 2, 2016; thus, an escrow analysis needed to be completed on or before February 2, 2017. Furthermore, please note that the analysis of your escrow account does not impact your interest rate of 7.0% or your monthly principal and interest payment in the amount of $535.32.   On January 31, 2017, our records indicate that CMS completed the first escrow analysis on your account and sent you an Annual Escrow Account Disclosure Statement (“AEADS”). For your reference and review, attached hereto as Exhibit “A” please find a copy of the January 31, 2017 AEADS. The purpose of the January 31, 2017 AEADS was to advise you of your projected escrow activity for your escrow cycle beginning April 1, 2017 and ending March 31, 2018. More specifically, the AEADS projected that your yearly city taxes would be $1,004.31, your yearly county taxes would be $334.05, your yearly Federal Housing Administration (“FHA”) mortgage insurance premium would be $385.68, and that your yearly homeowners insurance premium would be $1,602.00. Correspondingly, the total disbursements for your escrow cycle beginning April 1, 2017 and ending March 31, 2018 were calculated to be $3,326.04, which if spread over a twelve (12) month period is equal to approximately $277.17 every 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 your 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.   Specifically, RESPA authorizes a maximum escrow cushion not to exceed 1/6th (i.e., up to two (2) months of escrow payments) of the total annual projected escrow disbursements made during an escrow cycle over twelve (12) months, unless state law allows for a lesser amount. Additionally, when the escrow balance reaches its lowest point during the escrow cycle, that balance is targeted to be the 1/6th escrow cushion amount. If you want to have a better understanding of RESPA, escrow accounts, and your rights as a consumer, CMS encourages you to visit the U.S. Department of Housing and Urban Development website at www.hud.gov.   Therefore, CMS is authorized to collect no more than 1/6th of your total projected escrow disbursement for the escrow cycle beginning April 1, 2017 and ending March 31, 2018. Please note that CMS will only collect 1/6th of your total projected escrow disbursement for your yearly city taxes, your yearly county taxes, and your yearly homeowners insurance premium. CMS does not include the disbursement for your yearly FHA mortgage insurance premium in the collection of the 1/6th monthly escrow cushion amount. Correspondingly, the total escrow cushion that CMS may collect is $490.06 which represents approximately two (2) months of escrow payments. Based on the calculations from the January 31, 2017 AEADS, your low point escrow balance was -$223.77. As a result, in order to reach the required escrow balance of $490.06, the allowed 1/6th escrow cushion, CMS needed to collect an escrow shortage in the total amount of $713.83. Please note that the escrow shortage would have been collected over a twelve (12) month period starting with your April 1, 2017 mortgage payment. Resultantly, that is the reason why your overall monthly mortgage payment increased by $0.43, from $871.54 to $871.97.   Thereafter, on February 24, 2017, CMS performed the most recent escrow analysis. It is important to understand that CMS reanalyzed your escrow account pursuant to the regular escrow analysis schedule for your state. For the State of Texas, CMS performs an escrow analysis on February of each year. Based on the calculations from the February 24, 2017 AEADS, your projected escrow activity for your escrow cycle beginning May 1, 2017 and ending April 30, 2018 were calculated to be $3,326.04. More specifically, the AEADS projected that your yearly city taxes would be $1,004.31, your yearly county taxes would be $334.05, your yearly FHA mortgage insurance premium would be $385.68, and that your yearly homeowners insurance premium would be $1,602.00, which if spread over a twelve (12) month period is equal to approximately $277.17 every month. For your reference and review, attached hereto as Exhibit “B” please find a copy of the February 24, 2017 AEADS.   On the February 24, 2017 escrow analysis, your low point escrow balance was -$164.29. As a result, in order to reach the required escrow balance of $490.06, the allowed 1/6th escrow cushion, CMS needs to collect an escrow shortage in the total amount of $654.35. Please note that the escrow shortage will be collected over a twelve (12) month period starting with your May 1, 2017 mortgage payment. Resultantly, that is the reason why your overall monthly mortgage payment decreased by $4.96, from $871.97 to $867.01.   Based on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalf. While we understand you would have preferred a different outcome, we respectfully submit that the collection of the escrow cushion is permitted by law and common within the mortgage industry. Therefore, CMS will continue to comply with federal law and collect the allowable escrow cushion amount.   Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at (800) 561-4567, Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O. Box 5001, Westfield, IN 46074 or fax your correspondence to (800) 486-5134.     We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at (866) 874-5017, Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] J. [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES     -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567.  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-5474.   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.   TEXAS: Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TEXAS 78705.  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-877-276-5550.