Carrington Mortgage Services LLC

Tell us why here... May 3, 2016[redacted]RE:      Loan No.:                   ...

[redacted]                        Primary Borrower:      [redacted]                        Co-Borrower:              [redacted]Property Address:       [redacted]Complaint I.D. No.:    [redacted]                        Dear Mr. and Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on April 13, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.As we understand your complaint, you state that there have been several payments you made to CMS that are missing from your account history.  You claim that because CMS has not applied all payments you have made to your loan, late charges have been assessed to your loan.  You state that several attempts have been made to rectify the situation; however, these attempts have not resolved your concerns. The desired resolution you seek is for CMS to update your loan to reflect that all payments have been made and for the late charges to be removed from your loan.As you are aware, our Customer Service Research Department received an inquiry from you on February 12, 2016 which raises the same issues as this complaint.  Accordingly, the loan was researched and a response was sent to you by CMS on March 2, 2016.  A copy of that response is included here for your ease of reference.  Although you claim that CMS has not properly applied payments to your loan, your complaint does not provide CMS with any specific information as to why you believe payments have not been applied nor does your complaint provide CMS with information outlining which payment(s) you believe have not been applied to your loan.  Without such information from you, CMS is unable to complete the research necessary to ensure that all funds received from you have been properly applied to your loan, or to take any necessary action to remove any invalid charges from your loan (if applicable).Please be advised that as of the date of this letter, your loan is showing due for the April 1, 2016 mortgage payment in the amount of $1,306.55.  The last payment applied to your loan was on April 14, 2016 which satisfied the March 1, 2016 mortgage payment.  Currently, there are funds in the amount of $456.38 being held in an unapplied status until the time that CMS is in receipt of additional funds required to satisfy the April 1, 2016 mortgage payment.Attached for your ease of reference is a copy of your loan payment history covering the period that CMS began servicing your loan and continuing through May 2, 2016.  CMS encourages you to review the loan payment history as well as your banking records to identify any payments that have been successfully debited from your bank account but that have not been applied to your loan.  Should you locate such payments, CMS encourages you to contact the undersigned directly for immediate assistance.  For your convenience, CMS has also provided a copy of the loan servicing system payment codes and definitions to assist you in understanding your loan payment history.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 AdvocateCC:      Revdex.comIMPORTANT 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].

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
There are several untrue statements in their responce when I called the first time they told me that I was $282.00 dollars behind which was the riase in the payment for 2 months they say in this note that the february payment was short but they also say that the raise did not occur until March. The March payment was made and the customer service rep made no mention of the March payment not being made. Every monthly payment was made with an additional payment of $1200.00 which they conventley did not mention. Monthly payments were made in the new amount once we found out that the payment had increased with the additional 1200..00 payment. There were never any messages left on the answering machine and they never had a supervisor call me back after the multiple attempts I made to contact them. The customer service person would never let me talk to anyione else and told me that there was nothing I could do. I did send back the form that I had been affected by the floods in July that they mention but it did not make any differance. I did not get a letter with date of foreclosure which they legally have to provode. I did get the letter that it was going to foreclose in 60-90 days and it foreclosed in about 30 days from the time I received that letter. I never missed one payment in 17 years and they get by with stealing my house and stealing my life. I do not know how they can falsify records steal my home and get by with it. they have a lot of complaints against them and should not be allowed to do this to anyone else. they should not have been allowed to do this to me. I have the records proving my payments were made. I can not get anyone to halp me and they get by with taking peoples homes when al payments have been made. they also have not only illeagaly taken my home they have ruined my credit. I made multiple attempts to contact them and they would only say it is in foreclosure and there is nothing youo can do I asked them to speak to someone else they refused after multiple requests they transfered me to a supervisor and I left several voice messages they woudl not cal me. I did not think I needed mortgage assistance because I was making every payment.

April 4, 2017
Original Sent via Regular Mail
[redacted]
[redacted]. [redacted]l
[redacted]
[redacted]
RE: Loan No.: [redacted]
Primary Borrower: [redacted]. [redacted]
Co-Borrower: [redacted]. [redacted]l
Property Address: [redacted], [redacted], [redacted] Complaint I.D. No.: [redacted]
Dear Mr. [redacted] and Mr. [redacted]l:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a rebuttal filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on March 28, 2017. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As you are aware, our Customer Advocate Department originally received an inquiry from you via the Revdex.com on March 14, 2017 which raises the exact same issues as this complaint. Accordingly, the loan was researched and a response was sent to you by CMS with a copy to the Revdex.com on March 28, 2017. A copy of that response letter is included here for your ease of reference. Although the March 28, 2017 response provided forty pages of documents to support the information outlined in the response letter, CMS is not attaching copies of those same documents in an effort to avoid unnecessary duplication of efforts.
After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most recent correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is required. Because CMS has already responded to your claims, CMS position remains unchanged. Moreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence from you raising substantially the same or identical claims.
As it pertains to your concerns with the comments you have read about CMS online, we respectfully submit that unrelated complaints purportedly made by other customers regarding their accounts are not relevant to the servicing of your loan. Moreover, in order to protect the financial privacy rights of other customers, CMS is unable to comment regarding the specific details regarding those complaints, including whether those complaints have any merit and/or whether CMS might have resolved such complaints in a manner favorable to the complaining parties.
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 [redacted], Anaheim, CA 92803, or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at [redacted], or by going to www.consumerfinance.gov/find-a-housing-counselor.
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box [redacted], Anaheim, CA 92803.
TENNESSEE:
This collection agency is licensed by the Collection Service [redacted]rd of the Department of Commerce and Insurance.

September 3, 2015
[redacted], TN 37167
RE: Loan No.: [redacted]
Primary Borrower: [redacted]
Co-Borrower: [redacted]
Property Address: [redacted], TN 37167
Complaint I.D. No.: [redacted]

Dear Mr. and Ms. [redacted]:
The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 25, 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 29, 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 19, 2015. A copy of that complete response is included here for your ease of reference.
After a thorough review of your most recent correspondence, CMS is unable to identify any new issues that have not been previously addressed in detail by CMS as your most correspondence appears to be substantially similar, or even identical to correspondence previously addressed by CMS; accordingly, no further response from CMS is required. Moreover, because we have now addressed these issues on multiple occasions, CMS will not respond to future correspondence raising substantially the same or identical claims.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
TENNESSEE:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance.

Dear Mr. [redacted]:The [redacted] Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 15, 2016. CMS is committed to responsible lending and servicing and we would...

like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.As we understand your complaint, you state that you called CMS to inquire about a $15.00 fee which was included in your mortgage statement. Further, you state that the CMS Customer Service Department confirmed that the fee was associated with a propertyinspection completed on your home. You then state that when you requested that the inspection fee be waived, CMS declined your request. As a result, your desired resolution is for CMS to apologize for assessing the inspection fee, refund the $15.00 inspection fee assessed to your account and issue refunds to all other borrowers that were assessed a fee under such circumstances.As a preliminary matter, the servicing of this loan was transferred from [redacted] (“[redacted]”) to CMS on or about December 3, 2013. Attached for your ease of reference is a copy of the December 4, 2013 Notice of Service Transfer (“Hello Letter”)sent to you by CMS that notified you of the service transfer. At the time of the service transfer, your loan was contractually due for theDecember 1, 2013 payment in the amount of $835.49.Please note that on October 10, 2015, CMS sent you a Natural Disaster Declaration Letter (“NDDL’’) which confirmed that our office was notified by the Federal Emergency Management Agency (“FEMA”) that your zip code where your property is located was impacted by a natural disaster. For your knowledge, please note that CMS does not assess any late fees or report any negative credit reporting to the credit agencies during the disaster declaration period. Enclosed please find a copy of the NDDL for your ease of reference.On November 4, 2015, CMS ordered a property inspection to determine whether the property was impacted by any severe weather and to protect the security interest in the property.A copy of the property inspection invoice is attached for your ease of reference. At the time this property inspection was ordered, your property was recognized as being located in a federally declared disaster area.A review of our records confirms that CMS assessed a property inspection fee in the amount of $15.00 to your loan.Thereafter, on December 3, 2015 you submitted a request for a Payoff Statement through the CMS Loan Servicing Website (“LSW”).You requested that the Payoff Statement be provided via email to [redacted] [redacted]. Later, on December 7, 2015 CMS provided the requested Payoff Statement via email to [redacted].On December 21, 2015, you spoke with the Customer Service Department to inquire regarding the property inspection fee of $15.00 that was included in the Payoff Statement. The CMS representative confirmed that a property inspection fee was assessed to your loan, but,despite her best efforts, failed to realize it had been assessed in error. During this conversation you requested that CMS provide you a copy of the Note/Security Instrument which supported the assessment of a property inspection. The CMS representative then opened are search request to have a copy of the Note/Security Instrument you signed at the closing of your loan mailed to you. On December 22,2015, CMS mailed you a copy of the Note/Security Instrument signed at the closing of your loan. Thereafter, on December 31, 2015 our records indicate that your loan was paid in full.On January 13, 2016, you again spoke with a CMS representative and again expressed your concern regarding the $15.00 inspection fee. You also confirmed that you had received a copy of the documents CMS mailed to you on December 22, 2015, and advised you were not satisfied with the December 22, 2015 response.As a result of our investigation, CMS has agreed to refund you the $15.00 property inspection fee which will follow under separate cover.Please do allow up to fourteen (14) days for CMS to process the property inspection refund check. Despite our best efforts, CMS failed to recognize the inadvertent error prior to you paying your loan in full. Consequently, we would like to thank you for bringing this matter to our attention, and ask that you accept our sincerest apologies for any inconveniences you may have experienced as a result of thisinadvertent error. Moreover, we are happy to confirm that, to our knowledge, no similarly situated customers were charged such a fee erroneously. In the event any other such errors are discovered in the future, CMS will of course issue refunds as appropriate.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]

June 1, 2016     Original response sent via regular mail   [redacted]   RE:      Loan...

No.:                    [redacted]                         Complaint No.:           [redacted]                         Borrower:                    [redacted]                         Property Address:       [redacted]   Dear Ms. [redacted]:                                         ...⇄ The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on May 5, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you allege that you made your January 1, 2016 mortgage payment on January 31, 2016 via your CMS online payment account. You go on to say that CMS failed to apply your mortgage payment the same day that you authorized your online payment transaction which resulted in a thirty (30) day account delinquency and derogatory mark on your credit report. Consequently, your desired resolution is for CMS to remove the delinquency from your account, apply your mortgage payment as of the same day you authorized your online payment transaction, and correct your credit report with the credit reporting agencies.   As a preliminary matter, on January 31, 2016, our records indicate that you authorized a payment transaction via your CMS online account in the amount of $563.99. Although you authorized the payment transaction on the last day of the month, CMS was unable to process your payment until the following business day. Specifically, please note that every time you log in to your CMS online account to make a payment, CMS provides you with terms and conditions that you must agree to and accept prior to submitting an online payment transaction. In particular, the CMS website clearly advises you that “Payments submitted after 11:00PM Eastern Time / 8:00PM Pacific Time or on Sundays will be processed the next business day”. For your reference, below please find a screenshot of the terms and conditions that you must agree to and accept prior to submitting an online payment transaction.   As you may already know, January 31, 2016 was a Sunday. As a result, pursuant to the online payment terms and conditions, CMS processed your payment the following business day on Monday, February 1, 2016. By submitting your payment authorization on Sunday, January 31, 2016 and having your payment applied to your account the following business day on Monday, February 1, 2016, your account became a full month past due. Accordingly, on February 10, 2016, CMS reported your account status to the credit reporting agencies ([redacted], [redacted], and [redacted]). Please note that CMS reports your account status once a month to the credit reporting agencies on the 10th day of each month and that the February 10, 2016 credit report was a routine update to the credit reporting agencies. Because your January 1, 2016 mortgage payment was not processed until February 1, 2016, CMS reported a thirty (30) day account delinquency on your February 10, 2016 credit report.   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. Consequently, that is the reason why CMS reported the thirty (30) day delinquency on your January 1, 2016 mortgage payment to the credit reporting agencies.   Additionally, pursuant to the Consumer Financial Protection Bureau (“CFPB”) guidelines, we have suppressed your credit reporting for sixty (60) days upon receipt of your complaint. In other words, your complaint was received on May 5, 2016 and the sixty (60) days will expire on July 5, 2016. As a result, CMS will report your account status and payment history to the credit reporting agencies in July of 2016.   Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Contrary to your allegations, our records are clear that CMS has properly serviced your account pursuant to the terms of your mortgage loan agreement and in accordance with applicable law and program guidelines. Lastly, please know that CMS is obligated by federal law to provide timely and accurate credit reporting with regard to your account status and payment history. As a result, we submit that all of the information reported to the credit reporting agencies is correct and properly reflects your account status and payment history. Correspondingly, CMS respectfully denies your request to remove the thirty (30) day delinquency reported on your account to the credit reporting agencies.   In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].   We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com       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].

January 30, 2015
 
[redacted]
[redacted]
[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 in receipt of your complaint filed
with the Revdex.com received in our office via email on January 6,
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.
 
 
Please note that our records show
that you initially filed two complaints with our Customer Service Research
Department on July 31, 2014 and December 15, 2014 which raise the same issues
as this complaint.  As required, your
loan was fully researched and a response was mailed to your attention on August
6, 2014 and on January 8, 2015.  Attached
for your reference are copies both responses.
 
In closing, it is also important
to note that the information reported to the credit agencies on August 10, 2011
will remain on your credit for up to seven years.
 
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  
 
-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 54285, Irvine, CA
92619-4285, or calling 1-800-561-4567.  Please include your loan number on
all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for
Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m.
to 9:00 p.m. Eastern Time, Monday through Friday. You may also visit our
website at myloan.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
STATEMENT-
Pursuant
to section 169 of the Housing and Community Development Act of 1987, you may
have the opportunity to receive counseling from various local agencies
regarding the retention of your home.  You may obtain a list of the
HUD-approved housing counseling agencies by calling the HUD nationwide toll
free telephone number at (800) 569-4287.
 
-EQUAL
CREDIT OPPORTUNITY ACT NOTICE-
The
Federal Equal Credit Opportunity Act prohibits creditors from discriminating
against credit applicants on the basis of race, color, religion, national
origin, sex, marital status, or age (provided the applicant has the capacity to
enter into a binding contract); because all or part of the applicant’s income
derives from any public assistance program; or because the applicant has, in
good faith, exercised any right under the Consumer Credit Protection Act. The
Federal Agency that administers CMS’ compliance with this law is the Federal
Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
 
-SCRA
Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member
of the military, please contact us immediately. 
The federal Service Members Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief.  For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at 1-888-267-5474.
 
-NOTICES OF ERROR AND
INFORMATION REQUESTS-
You have the right to request documents we relied
upon in reaching our determination.  You
may request such documents or receive further assistance by contacting the
Customer Service Department at (800) 561-4567, Monday through Friday, 8:00 a.m. to 9:00 p.m. Eastern Time or by mail at P.O. Box
54285, Irvine, CA 92619 – 4285.
 
Tennessee:
This
collection agency is licensed by the Collection Service Board of the Department
of Commerce and Insurance

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

            [redacted]                         Property Address:       [redacted]               Dear Mr. Ford:   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 May 20, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you claim that when you called CMS to inquire about the property inspection fees that have been assessed to your loan in the amount of $40.00, the CMS Representative informed you the information regarding these fees was unavailable.  At the outset, the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on or about December 1, 2015.  At the time of the service transfer your loan was in default and showing due for the October 1, 2015 payment.  Please note that, while CMS began servicing the loan on December 1, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition.  This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date.    Upon review, our records show that CMS completed property inspections on December 16, 2015 and on January 11, 2016.  Additionally, a property inspection fee of $20.00 for each inspection was assessed to your loan on April 4, 2016 and April 5, 2016 respectively.  Please note that this type of fee is assessed to the loan after the inspection is completed and CMS receives the billing statement from the inspection company with the inspection report.       Also, these property inspections were requested due to the delinquent status of your loan at the time, which is part of the loan servicing requirements for this FHA insured loan.  Further, the loan servicing policies and procedures require CMS to complete property inspections on loans that are showing 30 days or more past due.  Please note that the costs for these inspections are recoverable from you per the terms and conditions of the Note and Deed of Trust.  Attached for your ease of reference is a copy of your Note and Deed of Trust.   Upon further review, our records show that after the service transfer your loan remained past due more than 30 days through February 2, 2016.  Below for your ease of reference is a payment summary that shows your payment transactions from the date of the service transfer to May 10, 2016.     Upon further review, our records show that on May 19, 2016, you called CMS and during this call you inquired about the outstanding property inspections fees due on your loan in the amount of $40.00.  The CMS Representative explained that the fees were for property inspections that had been completed on your property during the time when your loan was past due.  You indicated that you were unaware of these inspections, and that you wanted to know when the inspector had visited your property.  Regrettably, the CMS Representative did not have the requested dates available at the time of this call, and therefore could not provide this information to you.  Nevertheless, the CMS Representative did provide you with instructions to send your written request to the CMS Research Department who would review and provide you a written response with the details.  As of the date of this letter, the CMS Research Department does not show any record of receipt of any correspondence from you.   Based on the foregoing, we conclude that the property inspections were requested and completed in accordance with the established policies and procedures for this FHA insured loan.  Therefore, the outstanding balance of $40.00 for the property inspections remains due and payable.   Finally, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,     [redacted] Customer Advocate   CC:      Revdex.com       -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].   North Carolina: Carrington Mortgage Services, LLC is licensed under the North Carolina Agency Permit No. 102107 & 103455 and North Carolina Secure and Fair Enforcement Mortgage Licensing Act. [redacted].

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 was charged for two (2) months interest in the payoff.  Carrington took over the loan in November.  I paid the interest for November. with my November loan payment  The loan was paid off in December.  Therefore, I only owed one (1) month interest and should be receiving a refund from Carrington for the additional interest I paid them.
Regards,
[redacted]

February 15, 2017    
[redacted]  [redacted]     RE:       Complaint No.:           [redacted] Loan...

No.:                   [redacted] Property Address:       [redacted]  [redacted]     Dear Ms. Dicus:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on January 27, 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 express several concerns with the service transfer to CMS and allege violations of laws have occurred.  You claim that CMS did not provide you with notification of the service transfer. You go on to say that you mailed your December 2016 payment to the mailing address provided to you by the prior servicer; however, when you called CMS on January 12, 2017, you were informed that your loan was showing due for the December 2016 and January 2017 payments.  You indicate that the CMS Representative confirmed receipt of your payment, yet she did not provide you with an acceptable explanation why your payment had not been applied to the December 2016 payment.  Additionally, you state that you received a certified letter from CMS on January 25, 2017, which indicated your loan was sixty days past due, which was inaccurate since you had already paid both of these payments. Lastly, you request that CMS send you monthly billing statements, and also want confirmation that CMS has not reported any derogatory credit on your loan to the credit reporting agencies.    Upon review, the records show that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] N.A. (“[redacted]”) to CMS on or about December 2, 2016.  For your ease of reference, attached hereto as Exhibit “A” please find a copy of the December 7, 2016 Notice of Service Transfer (“Hello Letter”) sent to you by CMS that notified you of the service transfer.    At the time of the service transfer your loan was showing contractually due for the December 2016 payment in the amount of $718.04, and an outstanding late fee in the amount of $19.14.  For your ease of reference, attached hereto as Exhibit “B” please find a payment history provided by your prior servicer that shows payment transactions from April 13, 2010 to November 22, 2016.  Please note that the outstanding late fees in the amount of $19.14 have been due on your loan since May 2015.   Additionally, the records show that you filed for Chapter 7 bankruptcy protection on December 15, 2015, case number [redacted].  A Reaffirmation Agreement was filed with the bankruptcy court on March 16, 2016.  Subsequently, you received a discharge on April 7, 2016, and this case was closed on October 25, 2016.    Please note that, while CMS began servicing your loan on December 2, 2016, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition.  This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date.    Upon further review, the records show that you logged into the CMS website on December 16, 2016 and you registered your loan. As you know, the website allows you view your loan information.  On December 23, 2016, CMS received a payment from you in the amount of $720.00.  This payment was applied to your loan’s Unapplied funds account.     Please note that the reason this payment was applied to the Unapplied account is that your loan showed a prior bankruptcy.  As such, as mentioned above CMS began a post-transfer loan review to insure the loan was [redacted]rded to the CMS servicing system in accordance with the appropriate loan status.  During this review your loan was coded to hold any payments from being posted to the loan until the review was completed.  The post-transfer reviews for the service transfer that included this loan were completed on or about January 30, 2017.       On January 11, 2017, CMS sent you a letter by certified mail that informed you your loan was showing due for the December 2016 and January 2017 payments.  Please note that this is a system generated letter, which is sent on all FHA insured loans that show a contractual due date that is past due for thirty-two days or more.  This letter offers mortgage assistance and provides borrowers important contact information for the U. S. Department of Housing and Urban Development (“HUD”) and also includes a Request for Mortgage Assistance (“RMA”) package.  For your ease of reference, attached hereto as Exhibit “C” please find a copy of this letter.   On January 12, 2017, you called CMS and during this call you informed the CMS Representative that you were having difficulty with the CMS website, which was not allowing you to make a payment.  The CMS Representative reviewed your account and informed you that the loan was showing contractually due for the December 2016 payment, but a payment in the amount of $720.00 was in the Unapplied account.   The CMS Representative informed you that your loan showed a prior bankruptcy and that could be the reason you were unable to make a payment using the CMS website, and also why your December 2016 payment had been applied to your Unapplied account.    The CMS Representative apologized for any inconvenience that you may have experienced, and informed you she would request that the payment in the Unapplied account be applied to your December 2016 payment right away.  In addition, the CMS Representative processed your request for a payment by phone (“Speedpay”) and waived the associated fee of $15.00.  The CMS Representative informed you that she would insure your payments were posted to your loan promptly.  That same day, CMS applied your December 1, 2016 payment in the amount of $718.04 from the Unapplied account. The Speedpay payment in the amount of $720.00 was applied to your January 1, 2017 payment in the amount of $718.04, and $1.96 was combined with the Unapplied balance of $1.96 for a total of $3.92, which was applied to the outstanding late fees mentioned above.   On January 25, 2017, you called CMS and during this call you expressed concerns with a letter received by certified mail, which indicated that your loan was two months delinquent.  The CMS Representative informed you that your loan was in fact contractually current and showing due for the February 1, 2016 payment, and that you could therefore disregard the notice.  You requested to speak to a supervisor and the call was warm transferred to Customer Service Supervisor.  in speaking with the supervisor you expressed concerns with CMS for sending you a delinquent notice, and for not posting your December payment to your loan promptly.  The supervisor explained that the letter had been sent to you prior to the date your December payment was posted to your loan, and again informed you that you could disregard the letter as your loan was showing contractually current.  In addition, you asked about billing statements and indicated you had not received any billing statements from CMS.  The supervisor indicated that the reason the billing statements were not being sent was due to the prior bankruptcy flag that showed a discharged debt; however, she noted that your loan also showed a Reaffirmation Agreement had been filed in the bankruptcy proceeding.  The supervisor informed you that she would submit a request to the bankruptcy department to have billing statement sent to you.    On January 27, 2017, CMS received a completed Auto Draft Authorization Form, and a request to change your name on the loan due to marriage.  That same day, CMS sent you a letter that informed you CMS needed a clear copy of your current Social Security Card reflecting your new name in order to complete your name change.  For your ease of reference, attached hereto as Exhibit “D” please find a copy of this letter.   On January 30, 2017, CMS sent you a letter that notified you the auto-draft service for your monthly payments would begin on March 10, 2017.  For your ease of reference, attached hereto as Exhibit “F” please find a copy of this letter.   On February 3, 2017, you called CMS and during this call you indicated that you had not received a billing statement from CMS since the service transfer.  The CMS Representative informed you that the billing statements had been suppressed due to your prior bankruptcy.  The CMS Representative suggested you send a written request to CMS to request billing statements to help expedite this request.  You also inquired about your request to set-up an auto-draft service with CMS.  The CMS Representative informed you that your auto-draft service had been processed and the first payment would be drafted from your bank account on March 10, 2017.  In addition, you requested to make a Speedpay payment by phone.  The CMS Representative processed your payment request in the amount of $720.00, and waived the associated fee of $15.00.  This payment was posted to your February 1, 2016 payment in the amount of $718.04, and $1.96 was applied to the outstanding late fees.   On February 6, 2017, CMS began sending you billing statements.  For your ease of reference, attached hereto as Exhibit “F” please find copies of the billing statements sent to you on February 6, 2017 and February 13, 2017.  Please note that you can also access the CMS website to obtain copies of these statements.   On or about February 7, 2017 CMS received the required documents to complete the process your name change request.  Accordingly, on February 13, 2017 CMS completed the requested name change from “[redacted]” to “[redacted]” was completed.   Lastly, please be assured that CMS has not assessed any late fees or reported any derogatory credit on your loan from the date of the service transfer to February 14, 2017.  For your ease of reference, attached hereto as Exhibit “G” please find a payment history that shows payment transactions on your loan from January 7, 2015 to February 7, 2017.   Based on the foregoing, we conclude that CMS has serviced your loan in accordance with the established policies and procedures for this FHA insured loan, and in accordance with RESPA law and guidelines.  Nevertheless, we acknowledge that CMS missed an opportunity to provide you with a more complete response to your inquiries during the January 11, 2017 and January 25, 2017 telephone calls, 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.    Lastly, during our review of the records, we did not find any evidence of the alleged unprofessional behavior by the CMS representatives that you spoke with.  As a result of our investigation we find no evidence of wrongdoing on CMS’s behalf.  Please be advised that CMS denies, generally and specifically, all claims and allegations of wrongdoing contained in your correspondence.    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].    Finally, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time.   Sincerely,    
[redacted] Customer Advocate   CC:  Revdex.com     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.

April 7, 2017     Original response sent via regular mail   [redacted]  RE:      MLD Loan No.:          [redacted]...

            Complaint No.:           [redacted]                         Borrower:                    [redacted]                         Property Address:       [redacted]   Dear 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 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 your inquiry.   As we understand your complaint, you state that you recently refinanced with CMS and were advised that you would receive cash proceeds from the loan closing in the amount of $75.24. Notwithstanding the disclosure that you executed on February 28, 2017 confirming that you would receive funds in the amount of $75.24, you state that CMS failed to honor the terms of the disclosure by failing to provide you with the aforesaid amount. As a result, your desired resolution is for CMS to honor the terms of the disclosure and provide you with the amount of $75.24.   With regard to your claim that CMS has failed to honor the terms of the disclosure that you executed on February 28, 2017 by failing to provide you with the cash to close funds in the amount $75.24, it is important to understand that our mortgage lending division was unable to fund your loan without first having confirmation that the original refinance documents had been recorded. A review of the refinance application confirms that the earliest business day that our mortgage lending division could fund your loan was on March 2, 2017. That same day, our mortgage lending division funded your loan and CMS received the payoff funds and paid your loan in full the following day on March 3, 2017 (Loan No. [redacted]).   Consequently, because our mortgage lending division first needed confirmation that the original documents had been recorded before funding your loan, and due to the additional accumulation of interest due for the month of March of 2017 on your original loan (Loan No. [redacted]), our mortgage lending division was unable to provide you with the original cash proceeds quoted in the disclosure because a portion of the funds were used to pay for the interest due on your original loan. Nonetheless, our records do indicate that you received cash proceeds in the amount of approximately $30.00 after CMS paid your loan in full, which included the additional accumulation of interest due for the month of March of 2017.   That said, please accept this correspondence as confirmation that CMS has agreed, solely as an expression of our commitment to the highest standards of customer satisfaction and not as an admission of fault, wrongdoing, or of the validity of your allegations, to process a refund check in the amount of $75.24 pursuant to the original figure quoted in the disclosure that you executed on February 28, 2017. Please allow for up to fifteen (15) days from the date of this letter for CMS to process the check and have it delivered to your attention.   Based on the foregoing investigation and review of your complaint, we believe the record is clear that CMS was professional and as timely as possible with the entire loan application review and approval process and the closing of your new loan. Although we regret that you were dissatisfied with the original cash to close funds in the amount of approximately $30.00, we respectfully submit that your original loan was properly paid in full which included the additional interest due for the month of March of 2017 pursuant to the terms and conditions set forth in your original mortgage loan agreement. Nevertheless, please know that CMS remains committed to resolving all reasonable customer requests and our records are now clear that we have addressed all of your concerns. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O. Box [redacted]field, [redacted] or fax your correspondence to ([redacted].    We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com

June 16, 2016              Original response sent via regular mail   [redacted]   RE:      MLD Loan...

No.:          [redacted]                         Complaint No.:           [redacted]                         Property Address:       [redacted], [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 31, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.   As we understand your complaint, you state that you applied for a loan with CMS and were provided with an estimated closing date of May 31, 2016. Notwithstanding the estimated closing date, you claim that CMS requested additional documentation and information from you which resulted in an extension to the initial estimated closing date. As a result, you feel that CMS’s review of your loan application is slow, careless, and unprofessional. Consequently, your desired resolution is for CMS to approve your loan application as quickly as possible.   With regard to CMS’s request for additional documentation and information, please understand that it is common practice for a lender to request letters of explanation and additional documentation from an applicant during a loan application review process. More specifically, CMS will request letters of explanation and additional documentation to ensure that the loan applied for falls within program guidelines and is compliant with applicable laws and regulations. In other words, CMS’s intent in requesting any additional documentation from you is solely out of an abundance of caution with the objective of protecting your rights as a consumer and to ensure that CMS is offering you the best available loan program. If you wish to have a better understanding of the loan application review process, CMS encourages you to visit the “Get Assistance” webpage of the CFPB website at [redacted].   Furthermore, although you did provide initial documentation and information to our office, our records indicate that the CMS loan officer sent you an email on June 8, 2016 advising you that CMS’s Underwriting Department needed additional information and documentation from you with regard to your 2015 income tax returns. Specifically, the CMS loan officer confirmed that your 2015 income tax returns had not been filed with the Internal Revenue Service (“IRS”). Additionally, the CMS loan officer also advised you that in order for CMS to review your loan application, you had to provide a copy of the IRS income tax filing extension. The CMS loan officer confirmed that our office would be unable to close the loan if a filing extension was not obtained. You acknowledged the loan officer’s email and explanation, and replied to his email stating that you had decided to stop the loan application review process.   Consequently, on June 14, 2016, our records indicate that CMS sent you a Statement of Credit Denial, Termination, or Change (“SCDTC”). The purpose of the SCDTC was to advise you that CMS was unable to approve your loan application due to being unable to verify your employment status and income. For your records, attached hereto as Exhibit “A” please find a copy of the SCDTC that CMS sent you on June 14, 2016.   Finally, while we regret that CMS was unable to approve your loan application, we believe the record is clear that CMS was professional and as timely as possible with the entire loan application review process. Nevertheless, CMS understands your frustration and we sincerely apologize for any perceived unprofessional customer service you believe you may have received while CMS reviewed your loan application. Lastly, if you wish to reapply for a loan with CMS, and you are willing to submit a new loan application, please know that our office will be more than happy to review your new application and consider you for your mortgage financing needs.   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

June 29, 2015
 
 
[redacted]
 
RE:      Complaint ID No.:      [redacted]
MLD Loan No.:         ...

[redacted]
            Property Address:       [redacted]
 
Dear Ms. [redacted]:
 
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on June 2, 2015.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.
 
As we understand the complaint, you claim that you applied for a loan with CMS approximately sixty (60) days ago and that CMS informed you that you were approved pending some conditions.  You further claim that you promptly cleared all the conditions outlined in the conditional approval; however, two days before the scheduled closing date, CMS informed you that your loan was denied because you did not meet Federal Housing Administration (“FHA”) lending guidelines.  You assert that during the loan application process you were required to provide the same information multiple times.  In addition, you state that you do not understand the denial reason since your pay and credit did not change throughout the application process.
 
Upon review, our records show that on April 8, 2015, you spoke with CMS Loan Officer, [redacted] and during this call you informed Mr. [redacted] that you wanted to apply for a FHA insured loan to purchase a property located at [redacted].  In addition, you indicated that you had a closing date on the purchase of the property set for May 15, 2015.  Mr. [redacted] explained that the loan process would take approximately forty-five (45) days from the time CMS received your loan application and required financial documentation. 
 
On April 17, 2015, CMS received your application via the CMS loan application website and upon receipt of this application; CMS sent you loan disclosures and also a list of required financial information and documentation.  Mr. [redacted] contacted you on April 20, 2015, April 21, 2015, and April 24, 2015 to follow up on the required documents to complete your loan application but was not successful in obtaining the required information.  On April 27, 2015, in an effort to help expedite the completion of your loan application, Mr. [redacted] made arrangements to meet you to obtain the documents and signatures needed to complete your application. 
 
On April 30, 2015, the appraisal was received and it was forwarded to you and your realtor.  On May 1, 2015, your realtor and you had a conversation with Mr. [redacted] and indicated that you would be providing an addendum to the purchase contract lowering the sale price in light of the appraisal.   On May 5, 2015, the purchase contract addendum was received and the file was submitted to underwriting for review and processing.   
 
On May 11, 2015, Mr. [redacted] communicated with you and your realtor via email and informed you that additional information had been requested and he included a list of the requested documents.  Below is a list of these documents for ease of reference.
 
·         Need letter from employer that states borrower can work from home.  Borrower’s current employer is in [redacted], and buying a primary residence in [redacted].
·         Two months recent bank statements (the statements already received were transaction printouts without the name of the applicant on the documents). 
·         Letter of explanation for credit inquiries.  
·         Seller and realtor to sign attached FHA amendatory clause. 
·         Sign and complete the attached HUDVA addendum. 
·         Rental contract information.  Need a letter from the father stating that she is living with him rent free. Has she been living with him for a year?  Please include that in the letter.  Need all rental information for past year.
·         The W-2 income that is showing on 2013 and 2014 returns, was that her ex-husbands income?  If so, does she have the W-2’s that were filed with the taxes?  If not, please explain?
 
On May 12, 2015, CMS received some of the requested information but was still missing certain documents from you.  On May 15, 2015, the closing was postpone for two weeks to allow you time to provide the missing information and have the loan submitted to underwriting for review and disposition.  On the evening of May 16, 2015, CMS received the last income document needed to move forward with your application. 
 
On the morning of May 17, 2015 the file was submitted to underwriting for review and processing.  That same afternoon, underwriting provided a response which indicated your change in income method was a concern.  The issue in question was that while your prior income with previous job was paid on a W-2 basis, your current income was paid on a 1099 basis and this income had a history of less than six (6) months.  This information was communicated to you by Mr. [redacted].  In addition, Mr. [redacted] informed you that if you agreed, he would ask that your application be considered for an exception and you agreed.  Therefore, your loan application was re-submitted with a request for an exception on May 18, 2015.  On May 22, 2015, the underwriter requested a letter of explanation regarding your income which you promptly provided and the file was submitted back to underwriting that same afternoon.  On May 26, 2015, Mr. [redacted] confirmed that the underwriter had accepted the letter of explanation and that your loan application was be submitted for review and disposition; however, he noted that it could take up to five (5) business days to receive a decision. 
 
On June 1, 2015, Mr. [redacted] received notification that your loan application had been denied. The reason for the denial was inability to verify income and, therefore, an exception could not be approved in your case.  On June 2, 2015, a Statement of Credit Denial was sent to you.  A copy of this document is attached for ease of reference.
 
Based on the foregoing, we conclude that CMS processed your loan application in accordance with the FHA lending guidelines.  Although it took time to acquire requested information and documentation, CMS referred the file to underwriting promptly upon receipt of the outstanding requirements and provided you with a decision within a reasonable timeframe. 
 
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
 
 
Sincerely,
 
 
[redacted]
Customer Advocate
 
CC:  Revdex.com

Date Sent: 3/4/2016 12:23:09 PMMarch 4, 2016  [redacted] RE:      Complaint ID:             [redacted]Loan No.:                    [redacted]            Pr...⇄ Address:       [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 received in our office via email on February 8, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry. As we understand your complaint, you claim that your November 1, 2015 payment was paid late due to difficulties accessing your account on the CMS website, inaccurate payment amount information provided to you by the CMS automated phone pay system, and not receiving monthly billing statements from CMS. Additionally, you express dissatisfaction with CMS Customer Service and the performance of CMS’s website.  Lastly you are requesting that CMS remove the late payment reported to the credit agencies for your November 1, 2015 payment, in consideration for the difficulties you have experienced in this matter. At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on or about April 2, 2015.  At the time of the service transfer your loan was contractually due for the April 1, 2015 payment.  While CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition.  This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date.    Upon review, our records show that on December 7, 2015, Ms. [redacted] called CMS spoke with CMS Representative [redacted].  During this call you requested payment information as you had been locked out of access to your account through CMS’s website.  Mr. [redacted] unlocked your access, and also provided you the total amount due of $1,421.37 which included your November 1, 2015 payment in the amount of $1,366.71 and a $54.66 late fee.  You also informed Mr. [redacted] that you would not be able to make this payment until Friday, December 11, 2015, and also asked him to notate this promise to pay on your account.  You inquired about the late credit reporting for this payment, and Mr. [redacted] informed you that the November 1, 2015 payment would be reported late to the credit agencies as the loan was already  past due over thirty (30) days.    Subsequently, On December 11, 2015 CMS received a payment from you in the amount of $1,390.00, and this payment was applied to your November 1, 2015 payment in the amount of $1,366.71 and $23.29 was applied to late fees.  This payment was paid to CMS using the CMS automated phone pay system.  Below for your ease of reference is a copy of the screen from CMS’s servicing system of record showing this payment transaction.   On December 31, 2015, CMS identified and corrected the billing statement mail code on your loan, and we have confirmed that CMS has been sending you billing statements beginning December 31, 2015.  Attached for your ease of reference are copies of the December 31, 2015, January 18, 2016, and February 18, 2016 statements.    Lastly, we did not find any evidence to support your claim that the CMS’s automated phone pay system provided you inaccurate amounts due on your loan.  It is important to note that this automated system provides total amounts due on your loan at the time of the call.  The total amount may include current and past due payments, late fees and other fees due.  Base on the foregoing, we conclude that CMS is reporting the status of this loan and payment history to the credit agencies accurately. Therefore, no changes to the credit reports for this loan are needed at this time.  It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regards to the loan status, payment history and loan information.  Moreover, our review indicates that CMS website works properly when the correct password is used to access the website account, and CMS promptly assisted you in resetting your password on October 30, 2015, December 7, 2015, December 30, 2015, January 29, 2016 and February 28, 2016.  Nevertheless, we regret that you had difficulties with the CMS website and we would like to take this opportunity not only to express our sincere apologies for any inconvenience that you may have experienced during your unsuccessful attempts to make your payment using the website, but also to thank you for bringing this matter to CMS’s attention.  CMS is always interested in how we may improve service levels, and your feedback is important.  In closing, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error. We trust that this communication addresses all of 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 AdvocateCC:      Revdex.com-INQUIRIES & COMPLAINTS-For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted]. -IMPORTANT BANKRUPTCY NOTICE-If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.-CREDIT REPORTING-We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations. -MINI MIRANDA-This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States. -HUD COUNSELOR INFORMATION-If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to[redacted]. You can also contact the CFPB at [redacted], or by going to [redacted]. -EQUAL CREDIT OPPORTUNITY ACT NOTICE-The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580. -SCRA DISCLOSURE-MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted]. -NOTICES OF ERROR AND INFORMATION REQUESTS-You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

January 27, 2017   Original Sent Via the Revdex.com Portal
[redacted]
[redacted]
[redacted]  [redacted]     [redacted]      [redacted]                   ...

[redacted]
[redacted]       [redacted]  [redacted]
[redacted]                    [redacted]
            Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office on January 9, 2017 (“Inquiry”). 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.   Please read the following disclosures carefully:   This notice is intended only for the person to whom it is addressed.  Please do not read or copy this notice if you are not that person.  If you received this notice in error, then please notify CMS immediately, and return the notice to us as soon as possible.   For further information please contact: Customer Service Department Carrington Mortgage Services, LLC P.O. Box 3489 Anaheim, CA  92803 Telephone (800) 561-4567   CMS has the right to enforce the Note evidencing the debt, and has the right to receive payment of the debt for and on behalf of the owner of the debt.     The name and address of the original creditor is: [redacted]  [redacted].   Please note that this letter and the related documents are provided for informational purposes only, and in response to your inquiry.    In this response, we attempt to address all of the issues raised in your Inquiry.  If you believe we did not address all of your issues, please notify us in writing as soon as possible.  To the extent you allege any wrongdoing or violation of law, your allegations are denied.   Your Inquiry states that you have been in contact with CMS to dispute certain “service fees” applied to your loan and that you pay a late payment and “extra” on your loan payment every month, but that you receive “phone calls and threatening mail” from Carrington.  The total amount of your dispute is $1,000.00, which you assert should not be included in a payoff for your Loan.  It is unclear which exact charges are included in your dispute of $1,000.00.       We analyzed a payment history for your mortgage loan, as well as the monthly account statements that have been provided to you.  Although as you note you have provided payments in excess of your minimum payment due in certain months, those payments have generally not been enough to bring your Loan current.  As a result, pursuant to the terms of the Note and Deed of Trust evidencing the Loan, late fees and property inspection fees have been applied to your account.    As you know, the servicing of your loan was transferred from Bank of America N.A. (“BANA”) to CMS on August 2, 2014.  On August 3, 2014, CMS issued a Notice of Servicing Transfer (“Hello Letter”) notifying you of the service transfer to CMS.  At the time of the service transfer, your loan was contractually current and showing due for the August 1, 2014 mortgage payment.   A review of your payment history shows that CMS did not receive your August 1, 2014 mortgage payment until September 25, 2014.  Because your account was consistently thirty days delinquent until you brought the account current on January 25, 2016, late charges were assessed every month from September 2014 through January 2016.  Further review of your account showed that due to a clerical error, a late charge in the amount of $31.34 was inadvertently assessed on September 17, 2014.  Your loan should not have been assessed late charges within sixty days of your loan being transferred to CMS.  CMS sincerely apologizes for any inconvenience this error may have caused you.  Please be assured that CMS will be immediately issuing you a refund in the amount of $31.34.      Please note CMS did not receive your February 1, 2016 mortgage payment before the fifteen day grace period had expired, thus, a late charge of $32.10 was assessed on February 17, 2016.  Our records show that CMS has since that date received your mortgage payments after the fifteen day grace period.  For your review, attached is a Loan Payment History Summary (“LPHS”) detailing the dates and late charges that were assessed to your loan.   As you will see, CMS has assessed a total of $918.20 in late charges since September 17, 2014.  The LPHS will also show that you paid a total of $195.72 toward the late charge balance, leaving a late charge balance of $722.48.  As stated above, CMS will be issuing you a refund of $31.34 for the September 2014 late charge that was assessed in error.    In addition to the late fees described above, the LPHS also shows the dates that CMS billed your account for property inspection fees totaling $420.00.  In accordance with your loan documents,  CMS completed property inspections to determine whether the property was vacant because your loan was in default.  As a result, property inspection fees were assessed to your account.    Also enclosed for your records is a payoff statement dated January 20, 2017.  As demonstrated in the payoff statement, as of January 20, 2017 your mortgage loan was due for the December 1, 2016 payment.  The payoff statement also contains the late fees and property inspection fees discussed above.  Moreover, the payoff statement also accounted for the $275.05 suspense funds for the additional payments made by you, which was deducted from the total payoff amount.         In sum, you do not point to any specific errors in the assessment of fees or application of payments to the loan.  Further, as discussed above, our records indicate that each payment was correctly applied, and fees were properly assessed.  Accordingly, CMS respectfully denies your request to remove $1,000.00 from the payoff for the loan.    In closing, on January 26, 2017, CMS received and applied your payoff in the amount of $98,007.37 to satisfy your loan in full.    As mentioned above, you should receive a refund check in the amount of $31.34 in the next few days for the September 2014 late charge that was assessed in error. Again, CMS sincerely apologizes for any inconvenience this error may have caused you.    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] H. [redacted] Customer Service Advocate   CC:      Revdex.com

Attached is a copy of our response to rebuttal for complaint #[redacted].February 17, 2015[redacted], ** [redacted]RE: Loan No.:Complaint ID:Dear [redacted]The Customer Advocate Department of CarTington Mortgage Services, LLC ("CMS") is inreceipt of your rebuttal filed with the Revdex.com received in our office via email onFebruary 5, 2014. CMS is committed to responsible lending and servicing and we would like toaddress any concerns you may have. The following is our response to the issue(s) raised in yourrebuttal.We regret that you were dissatisfied with our response to your complaint. CMS is committed tothe highest standards of customer satisfaction and professionalism. For this reason, we take alllegitimate complaints regarding the conduct of our business very seriously. Although weunderstand you are not pleased with the outcome, your complaint was investigated fairly and webelieve it was resolved appropriately.Moreover, to date CMS has not received copies of your bank statements as indicated in yourrebuttal, and therefore our investigation results are supported by the records available to CMS inthis matter. Attached are copies of the aforementioned late payments for your ease of reference.It is important to note that the September 1, 2014, October 1, 2014, and January 1, 2015payments were sent to CMS through a bill pay service, and the date on the check is usually thedate the payment was drawn against your bank account, however, that date is not the date thepayment was received by CMS. Lastly, as the above-mentioned payments were received afterthe fifteen (15) day grace period, CMS respectfully rejects your request to waive the late feesaccessed to your loan for the months of September 2014, October 2014 and January 2015.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.Customer Service AdvocateCC: Revdex.com Sincerely yours,
[redacted]
Customer Advocate[redacted]  [redacted]  [redacted]
Office: [redacted]

August 25, 2017     [redacted]
[redacted] TX 78252               RE:      Loan No.:...

                   [redacted]                         Borrower:                    [redacted]                         Property Address:       1[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 you filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 7, 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 you have routinely made your monthly mortgage payments to CMS without an issue and then beginning in June of 2017 you started to experience some problems. The payments you submitted to CMS, rather than those payments posting to your loan, the funds would show that they were debited from your [redacted] Bank account, but then at a later date would be returned and credited to your bank account. You essentially allege that you made all of your payments to CMS on time and that there was some sort of error occurring in the payment application process on your account. You state that as a result of this error in the payment application process, you were improperly charged with late fees on your account and received two delinquent payment reports on your credit report in connection with your May 1, 2017 and June 1, 2017 mortgage payments. Your desired resolution is for CMS to refund the late payment fees and remove the delinquent reports from your credit report.   Please note that the servicing of your loan was transferred from [redacted], N.A. (“[redacted]”) to CMS on November 2, 2016.  On November 11, 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 November 1, 2016 mortgage payment.  For your reference and review a copy of the CMS Hello Letter dated November 11, 2016 is attached hereto as Exhibit “A”.   Additionally, the Hello Letter made you aware that, pursuant to the Real Estate Settlement Procedures Act (“RESPA”), CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transfer. Also included in the Hello Letter was your new CMS account number, the address to submit your monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service Department. Lastly, the Hello Letter also enumerated the various methods available to you for making a payment and it included the processing fee for each method (if applicable), instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website.   As a preliminary matter, with regard to the application of your mortgage payments, 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. Additionally, in order for your payment to be properly applied, all payments must be made in US currency and must be accompanied by the account number, remittance slip, or payment coupon provided. If a payment is not in US currency or does not include the account number, than the payment is considered to be non-conforming, and non-conforming payments are returned to the submitting party if CMS is unable to locate the correct account.   Also, it is important to note that when providing information to credit reporting agencies with regard to a borrower’s loan status, payment history and loan information, CMS is obligated by federal law to ensure that such information is accurately reported. Thus, the only way that CMS could legally revise the information supplied to the credit reporting agencies would be if CMS made an error in the payment application process on your account, and the loan was actually current while CMS was reporting the account as delinquent. An error made during the submission of the payment that is not a result of CMS’s wrongdoing will not result in a revision of the information reported to the credit reporting agencies.   In reviewing your account since the loan was service transferred to our office, CMS received your payments for the months of December 2016 through May 2017 via CMS’s online payment system. Thereafter, for the month of June 2017, CMS shows no record of receiving any payments from you to apply towards your account.   On June 26, 2017, our records indicate that, you contacted CMS’s Customer Service Department concerned over the fact that your June 2017 payment you made through your bank’s bill pay system did not post to your CMS account and you were concerned that you had received a letter from CMS regarding a missing payment. A copy of the letter dated June 18, 2017 regarding your missing June 2017 payment is attached here to as Exhibit “B”.   During that call with the CMS representative, you stated that earlier in June 2017 you had attempted to make a payment to CMS through your bank’s bill pay system, and that you had recently received a credit in your bank account for the same amount of the payment that you had attempted to make to CMS. The representative reviewed the account and informed you that she did not see any payment for the month of June 2017 in CMS’s records. You believed that the payment had been erroneously returned to you and you requested that you not be charged a late fee. The representative acknowledged that you had been a regular, timely paying customer and that she would request that any late fee be waived and instructed you to resend your June 2017 payment into CMS so you would not have any further issues. You stated that you would resend the payment to CMS once you ended the phone conversation. You and the representative believed that the error with the payment application may have been a one-time payment processing error and the call ended with you stating that you would resubmit the June 2017 payment through your bank’s bill pay system.   On July 6, 2017, you called CMS and you stated that you had attempted to submit a payment to CMS via your bank’s bill pay system and again rather than the funds being received and deposited to your CMS account; you received a credit to your bank account. During this call the CMS representative informed you that he was showing that your CMS account was due for the June 2017 payment and the July 2017 payment and that there were no records of any sort of submitted or rejected payments. During this call you indicated that you and your bank were investigating why the bill pay payments were not being processed, but that your records were showing the funds debited from your account and then later being returned to your account. The CMS representative gave you the fax number for the Customer Service Research Department, so that you could fax in your proofs of payments and an investigation into the missing payments could be launched by CMS. You stated that you would fax over your proofs of payments and that you would resubmit another payment to CMS.   Also on July 6, 2017, CMS received a payment in the amount of [redacted] from the ACH Eserve electronic transfer automated system. This payment was initially rejected by CMS’s automated system as a non-conforming payment due to the fact that the payment was submitted without the CMS account number. Rather than having a CMS account number included, the payment was submitted stating that the account number was “[redacted]”. This payment was rejected by CMS’s automated system, and a CMS representative was alerted to the rejected payment.. The representative researched the information included in your payment and was able to determine your CMS account number by locating your account via your name and payment amount, rather than returning the payment to your bank account as an invalid account number. This payment shows in CMS’s records as applied to your account on July 6, 2017 for the June 1, 2017 mortgage payment.   On August 7, 2017, you received a message from a CMS representative, and our records indicate that you returned that call and spoke with a different CMS representative. You informed the CMS representative of the recent history of the problems you were having with submitting payments to CMS via your bank’s bill pay system and rather than the payments being credited to your loan, the funds were returned and credited to your bank account. The CMS representative informed you that your account was delinquent, and you informed the representative that you had sent in a check in the amount of [redacted] to cure the outstanding amount due. At that time you asked the representative if she could confirm receipt of the check and the representative was not aware that the check you were referring to had been received by CMS and was in the process of being applied. Consequently, the representative informed you that she could not confirm receipt of the check at that time, and you indicated that you would place a stop payment order on the check. Again, this representative requested that you send your proofs of payments to CMS’s Customer Service Research Department so that an investigation could be launched into the missing payments and the telephone conversation was concluded.   Thereafter, on August 7, 2017, CMS received a telephonic payment from you in the amount of [redacted], and this payment was applied to the payments due for the July 1, 2017 and August 1, 2017 mortgage payments. Also, on August 7, 2017, CMS received payment (check number 2176) in the amount of [redacted]. Initially this check was applied to the payments due for the September 1, 2017 and October 1, 2017 mortgage payments. However, those payments were reversed when a stop payment was placed on the check. Currently, your loan is showing due for the September 1, 2017 mortgage payment.  For your review and reference attached hereto as Exhibit “C” is a copy of your CMS payment history along with the relevant mortgage display codes and definitions.   As of the date of this correspondence, our Customer Service Research Department has not received any correspondence or proof of payments from you. CMS has received a letter and a fax from [redacted] Bank regarding this matter, however, neither of the aforementioned correspondence from [redacted] Bank included actual copies of the payments supposedly remitted, but are merely letters concerning some of the details regarding those payments. Neither of these letters could be responded to by CMS Customer Service Research Department as [redacted] Bank is not an authorized third party on your account and therefore cannot submit or request information on your account. Attached with these letters were 3rd party authorization forms, should you wish to add [redacted] Bank as an authorized third party on your account. For your reference and review the two responses that CMS Customer Service sent to [redacted] Bank are attached here to as Exhibit “D”.   In order to determine why your [redacted] Bank bill pay payments were not showing in CMS’s system, the Customer Advocate Department reviewed all rejected electronic bill pay payments that were received on the dates that you indicated in your phone calls that you made a payment to CMS. After reviewing our records, it was determined that your payments were not processed by CMS and returned to your [redacted] Bank account because your CMS account number was not included with your payments. Consequently, CMS’s automated system was unable to apply the funds from your [redacted] Bank account to your CMS account.   It appears that during the payment submission process, rather than entering your CMS account number, [redacted], with your submitted payments as required, your name “[redacted]” was being entered into the area that should have included your CMS account number, which in turn makes it difficult for the payments to be applied to the proper CMS account. Therefore, your [redacted] Bank electronic bill pay payments that you sent on June 6, 2017 and June 28, 2017 were returned due to the lack of a CMS account number being included with the payment. The failure to include the CMS account number with the [redacted] Bank bill pay payment was also the reason why the CMS Customer Service Representatives you spoke with were unable to see any record of any payments being received or rejected in CMS’s system. Without the CMS account number, your account could not be notated. Below is a report of electronic bill pay payments CMS has received and returned and received and applied.   Activity Date Transaction Type Status Action Type Account New Account Return Code Name Amount (USD) 06/06/2017 Credit Returned Return [redacted]   Credit Entry Refused by Receiver [redacted] 06/28/2017 Credit Returned Return [redacted]   Invalid Individual ID Number [redacted] 07/06/2017 Credit Delivered to Client Distribution Process Repair [redacted] - [redacted]   In regards to your assertion that CMS incorrectly reported your account as delinquent to the credit reporting agencies for the months of May 2017 and June 2017, CMS respectfully disagrees with this assertion. According to CMS’s records, your account was not reported delinquent for the month of May 2017. However, your account was reported delinquent for the months of June 2017 and July 2017 to the credit reporting agencies as CMS received no payments that CMS could associate with your account. Based on the aforementioned investigation, CMS has determined that the information that was reported to the credit reporting agencies accurately reflects the payment history and loan information.  While we understand that there was an unintentional error made in the payment submission process, CMS is obligated by federal law to provide timely and accurate credit reporting in regards to the current loan status, payment history and loan information.  We are, therefore, unable to make the requested changes to the reported information.    Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Specifically, our records are clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, and has properly serviced your loan in accordance with the terms and conditions of your mortgage loan agreement. Furthermore, we submit that customers who elect to process payments through a bill pay service are solely responsible for accurately entering their CMS account information. Therefore, we strongly encourage you to verify the information entered into your bill pay service and include your CMS account number before authorizing your payment transaction. Additionally, in spite of the error of the payment submission, CMS believes that it has accurately reported the status of your account to credit reporting agencies and has assessed late fees in accordance with the terms of your mortgage loan agreement, and is not responsible for the error in the payment submission.   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]   Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.   Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com                                           ...⇄ Important Disclosures   -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1[redacted] between 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 [redacted] or by going to www.consumerfinance.gov/find-a-housing-counselor.     -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.     -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1[redacted]     -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to [redacted] or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, [redacted]  [redacted].  Please include your loan number on all pages of the correspondence.   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 for Carrington Mortgage Services, LLC toll free at ([redacted] Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time. You may also visit our website at https://carringtonms.com/.     Texas:  Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted]  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted]   Tell us why here...

October 20, 2017     ORIGINAL RESPONSE SENT VIA REGULAR MAIL   [redacted]   RE:      Loan No.:                   ...

[redacted] Property Address:       [redacted] Borrower:                    [redacted] Case No.:                    [redacted]          Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on October 2, 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 you have not been receiving monthly statements and therefore you are unable to confirm whether CMS properly applied payments you have made to the principal balance. Consequently, your desired resolution is to start receiving monthly statements and for CMS to confirm that the additional payments you made toward principal were properly applied.   At the outset, please note that the servicing of this loan was transferred from [redacted]”) to CMS on April 2, 2015. On April 6, 2015, CMS issued a Notice of Servicing Transfer (“Hello Letter”).  The Hello Letter provided you with the new loan number as well as contact information for CMS. Attached hereto as Exhibit “A” please find a copy of the CMS Hello Letter.   As a preliminary matter, our records indicate that you filed a Chapter 13 Voluntary Petition on March 20, 2012, case number 12-12047-aih, in the U.S. Bankruptcy Court for the Northern District of Ohio (Cleveland) and were discharged from personal liability on the mortgage debt on June 28, 2017. Since you have been discharged from personal liability on the mortgage debt because of bankruptcy proceedings and have not reaffirmed the mortgage, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.   As a result of the bankruptcy filing and subsequent discharge, CMS ceased any and all attempts to collect a debt in order to comply with any relevant automatic stay and/or bankruptcy discharge order. CMS policy prohibits sending monthly statements to all borrowers that are the subject of an active bankruptcy or a discharged bankruptcy except upon request. The purpose of this policy is to protect CMS’s customers and to prevent any implication or misinterpretation that CMS may be attempting to collect a debt in violation of the automatic stay in bankruptcy or to collect a debt that has been discharged in bankruptcy.   Our records indicate that CMS’s Bankruptcy Department received a written request from you to receive monthly statements on February 27, 2017; however, this request was not signed by you as required by CMS policy. On May 16, 2017, CMS received a signed written request from you to receive monthly statements and processed it that same day. Correspondingly, a monthly statement was sent to you on May 16, 2017 and again on June 9, 2017. Attached hereto as Exhibit “B” please find a copy of the aforementioned monthly statements.   We would like to take this opportunity to note that when we received notice of your order of discharge in June 2017, our loan servicing system overrode your prior request to receive statements and stopped generating monthly statements. This action was taken by the system as part of our policy to not send any monthly statements to borrowers that have received a discharge in bankruptcy.   On October 12, 2017, as part of our investigation, CMS identified this system override and corrected it on the loan. That same day, CMS reactivated your monthly statement request, generated a monthly statement, and sent it to your attention. Moving forward, CMS will continue to generate and send monthly statements to your attention unless you instruct us in a signed writing to cease doing so. Attached hereto as Exhibit “C” please find a copy of the monthly statement that was generated and sent to your attention on October 12, 2017. CMS would like to sincerely apologize for any inconvenience this system generated override may have caused you.   With regard to the mortgage payments received and applied to the account for the last six (6) months, below please find a breakdown of all payments received and applied to the account.   The April 1, 2017 mortgage payment was applied to the loan on April 5, 2017 in the amount of $1,139.38.   The May 1, 2017 mortgage payment was applied to the loan on May 10, 2017 in the amount of $1,139.38.   The June 1, 2017 mortgage payment was applied to the loan on June 9, 2017 in the amount of $1,139.38.   The July 1, 2017 mortgage payment was applied to the loan on July 10, 2017 in the amount of $1,139.38 and the remainder, $60.62, was applied to the principal balance.   The August 1, 2017 mortgage payment was applied to the loan on August 8, 2017 in the amount of $1,139.38 and the remainder, $60.62, was applied to the principal balance.   The September 1, 2017 mortgage payment was applied to the loan on September 7, 2017 in the amount of $1,140.47 and the remainder, $59.53, was applied to the principal balance.   Most recently, the October 1, 2017 mortgage payment was applied to the loan on October 10, 2017 in the amount of $1,140.47 and the remainder, $59.53, was applied to the principal balance.   As of the date of this letter, the next scheduled payment will become due on November 1, 2017 in the amount of $1,140.47, with no outstanding fees due. Again, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. Attached hereto as Exhibit “D” please find a copy of the loan’s payment history, along with the loan servicing system payment transaction codes and definitions for your review.   In closing, you should know that CMS offers numerous payment options. If you would like to explore the current payment options available, we encourage you to visit the Payment Options page of CMS’s website at https://carringtonms.com/. Some of the payment options currently available include sending payments via [redacted], regular mail, auto draft, [redacted], or your financial institution’s online bill pay. It is important to note that due to the discharged bankruptcy status on your loan, you will not be charged a payment processing fee to submit a payment over the phone with CMS.   Finally, for future ease of reference, you may also obtain copies of monthly statements via CMS’s website once they have been generated by accessing the account online and visiting the Billing and Tax Statements section.   Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty (60) days after receipt of a Qualified Written Request and/or a Notice of Error.   If you wish to contact CMS regarding the administration of the 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 the mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service Research Department, P.O. Box 5001, Westfield, IN 46074 or fax your correspondence to (800) 486-5134.           [SPACE LEFT INTENTIONALLY BLANK]   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   -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1-800-561-4567 between 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 [redacted] 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 pro[redacted]; 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, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to 800-486-5134, or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, P.O. Box 5001, Westfield, IN  46074.  Please include your loan number on all pages of the correspondence.   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 for Carrington Mortgage Services, LLC toll free at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time. You may also visit our website at https://carringtonms.com/.

September 21, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
File No.: [redacted]
Primary Borrower: [redacted]
Secondary 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”) received in our office via email on August 24, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you allege that your loan was transferred from [redacted] (“[redacted]”) to CMS. You go on to say that you applied for mortgage assistance because you have experienced financial hardship and that CMS has denied your applications without properly notifying you of its decision. 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 and to be able to discuss your mortgage assistance options with a CMS representative.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about December 3, 2013. At the time of the service transfer your loan was contractually delinquent and due for the November 1, 2013 payment.
Based on a review of your loan, our records indicate that on December 25, 2013 CMS sent you a Home Affordable Modification Program Solicitation letter (“HAMPSL”). For your reference, attached hereto as Exhibit “A” please find a copy of the December 25, 2013 HAMPSL. The purpose of the HAMPSL was to advise you that CMS offers several loss mitigation options if you are having difficulty making your monthly mortgage payments.
Additionally, the HAMPSL 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. Furthermore, the HAMPSL also advised you that CMS would first determine if you were eligible for HAMP based on your current financial situation, and that to conduct an evaluation, CMS would need a complete initial package consisting of a Request for Mortgage Assistance (“RMA”) packet, the Internal Revenue Service (“IRS”) Form 4506T, and documentary evidence of all income. 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 documentary evidence of income.
On January 24, 2014 our records indicate that CMS sent you a HAMP Right Party Contact Notice (“HAMPRPCN”). For your reference, attached hereto as Exhibit “B” please find a copy of the January 24, 2014 HAMPRPCN. The purpose of the HAMPRPCN was to remind 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 February 8, 2014 and to contact CMS’s Home Retention Department (“HRD”) with any questions you may have at [redacted] Monday through Friday, from 7:00AM to 6:00PM, Pacific Standard Time.
On February 11, 2014 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 “C” please find a copy of the February 11, 2014 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) One (1) full month of pay stubs for all borrowers with year-to-date earnings, 2) Tax returns for all borrowers (most recent year filed, signed copies required), 3) Complete and signed IRS Forms 4506T for all borrowers, 4) Two (2) most recent bank statements for all borrowers, and 5) A complete and signed RMA form for both borrowers.
Additionally, you were advised that all of the aforesaid items needed to be submitted by no later than March 13, 2014 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 contact our 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 March 20, 2014 our records indicate that CMS sent you a Home Affordable Modification Program Non-Approval Notice (“HAMPNAN”). For your reference, attached hereto as Exhibit “D” please find a copy the March 20, 2014 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 March 13, 2014. Also, you were reminded to contact our HRD at [redacted] Monday through Friday, from 7:00AM to 6:00PM, Pacific Standard Time with any questions or concerns regarding your HAMPNAN. 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].
Our records further indicate that on March 28, 2014 we received a new mortgage assistance application from you. After a thorough review of your mortgage assistance application, our records indicate that on March 31, 2014 CMS sent you an Initial Package Acknowledgment Complete Notification (“IPACN”) confirming receipt of your mortgage assistance application. Additionally, the IPACN also advised you that CMS would review your application and confirm if you were eligible for mortgage assistance inclusive of a formal payment plan, special forbearance plan, loan modification program, short sale/short payoff, or deed-in-lieu of foreclosure. For your reference, attached hereto as Exhibit “E” please find a copy of the March 31, 2014 IPACN.
Thereafter, on April 17, 2014 our records indicate that CMS sent you a Home Affordable Modification Program Non-Approval Notice (“HAMPNAN”) advising you that we were unable to offer you a HAMP loan modification subject to the guidelines under HAMP Tier I because your debt-to-income (“DTI”) ratio was already below the HAMP program guideline of 31%. In other words, at the time of your denial, your current monthly housing expense – inclusive of the monthly principal and interest payment, property taxes, hazard insurance and homeowner association fees (if any) – was already less than or equal to 31% of your gross monthly income. Lastly, please remember that the purpose of a HAMP Tier I loan modification is to bring your payment to 31% of your DTI ratio and your current DTI ratio was already below that figure. For your reference, attached hereto as Exhibit “F” please find a copy of the April 17, 2014 HAMPNAN.
After that, on February 3, 2015 our records indicate that CMS sent you another HAMPRPCN. For your reference, attached hereto as Exhibit “G” please find a copy of the February 3, 2015 HAMPRPCN. The purpose of the HAMPRPCN was to again remind 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 reapply for mortgage assistance. Lastly, you were advised to submit a complete application inclusive of all documents required by no later than February 23, 2015 and to contact our HRD with any questions you may have at [redacted] Monday through Friday, from 7:00AM to 6:00PM, Pacific Standard Time.
On February 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 on February 20, 2015 CMS sent you an IPACN confirming receipt of your mortgage assistance application. Additionally, the IPACN also advised you that CMS would review your application and confirm if you were eligible for mortgage assistance inclusive of a formal payment plan, special forbearance plan, loan modification program, short sale/short payoff, or deed-in-lieu of foreclosure. For your reference, attached hereto as Exhibit “H” please find a copy of the February 20, 2015 IPACN.
Then, on April 6, 2015 our records indicate that CMS approved and sent you notification of a USDA Special Forbearance Plan (“USDASFP”). For your reference, a copy of the USDASFP is attached hereto as Exhibit “I”. The purpose of the USDASFP was to advise you that the plan would provide you with temporary payment relief because the documentation you submitted demonstrated that your ability to make regular mortgage payments was interrupted by a verifiable loss of income due to circumstances that were beyond your control.
Additionally, the USDASFP also advised you that in order to accept the offer, you would need to return the signed plan on or before May 1, 2015 and before making the payments provided in the payment schedule. Moreover, you were also advised that during the plan you would only be required to make the plan payment amount and not your current monthly mortgage payment – even if you received a monthly statement reflecting your regular payment amount. (Emphasis added). Furthermore, the USDASFP also confirmed that your mortgage was contractually due for the November 1, 2014 payment as of the effective date of the plan. As a result, in an effort to assist you with bringing your loan current, CMS approved a plan asking that you make a total of four (4) payments. Specifically, the plan asked that you make a payment in the amount of $183.00 on or before May 1, 2015, a payment in the amount of $183.00 on or before June 1, 2015, a payment in the amount of $183.00 on or before July 1, 2015, and a final payment in the amount of $10,880.61 on or before August 1, 2015. Upon successful completion of the plan, your loan would have been current through August 2015 and next due for the September 1, 2015 monthly mortgage payment.
That said, our records do indicate that you made three (3) of the four (4) USDASFP payments. Specifically, on April 27, 2015 you made a payment in the amount of $183.00, on June 3, 2015 you made another payment in the amount of $183.00, and lastly, on July 6, 2015 you made a payment in the amount of $183.00 for a total amount paid of $549.00. Moreover, our records also indicate that you did not make the final plan payment in the amount of $10,880.61. Resultantly, CMS was unable to apply your three (3) payments in the total amount of $549.00 towards your loan because that amount was short of the total amount due to bring your account current. Lastly, as of the date of this correspondence, our records also indicate that your payments in the total amount of $549.00 were applied towards your unapplied funds credit balance.
On July 20, 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 on July 21, 2015 CMS sent you an IPAIN. For your reference, attached hereto as Exhibit “J” please find a copy of the July 21, 2015 IPAIN. The purpose of the IPAIN was to once again advise you that CMS was in receipt of your mortgage assistance application and that your application was incomplete. Specifically, you were advised to submit the monthly living expense sheet by no later than August 25, 2015 in order for CMS to determine your eligibility for mortgage assistance.
That same date, on July 21, 2015 our records also indicate that CMS sent you a Notice of Intent to Foreclose (“NOI”). For your reference, attached hereto as Exhibit “K” please find a copy of the July 21, 2015 NOI. The purpose of the NOI was to advise you that your loan was in default and due for the November 1, 2014 through July 1, 2015 mortgage payments. You were also advised that you have an unapplied funds credit balance in the amount of $549.00 and that a payment in the amount of $10,460.17 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].
On August 20, 2015, our records indicate that CMS sent you another HAMPNAN advising you that we were unable to offer you a HAMP loan modification subject to the guidelines under HAMP Tier I because your DTI ratio was still below the HAMP program guideline of 31%. In other words, at the time of your denial, your current monthly housing expense – inclusive of the monthly principal and interest payment, property taxes, hazard insurance and homeowner association fees (if any) – was already less than or equal to 31% of your gross monthly income. For your reference, attached hereto as Exhibit “L” please find a copy of the August 20, 2015 HAMPNAN.
In closing, our records indicate that on September 2, 2015 we received a new mortgage assistance application from you. After a thorough review of your mortgage assistance application, our records also indicate that on September 5, 2015 CMS sent you an IPACN confirming receipt of your mortgage assistance application. Additionally, the IPACN also advised you that CMS would review your application and confirm if you were eligible for mortgage assistance inclusive of a formal payment plan, special forbearance plan, loan modification program, short sale/short payoff, or deed-in-lieu of foreclosure. For your reference, attached hereto as Exhibit “M” please find a copy of the September 5, 2015 IPACN.
Lastly, as of the date of this correspondence, our records also indicate that your most recent mortgage assistance application has been submitted to CMS’s Underwriting Department and that a final mortgage assistance decision is expected on or before October 5, 2015 – which is approximately thirty (30) days from the date we received and acknowledged your complete mortgage assistance application.
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]
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].