Carrington Mortgage Services LLC

June 16, 2015
 
 
[redacted]         
[redacted]
 
RE:      Loan No.:                    [redacted]
            Complaint ID:             [redacted]
           
Dear Mr. and Mrs. [redacted]:
 
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your rebuttal filed with the Revdex.com received in our office via email on June 1, 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 rebuttal.
 
 
We regret that you were dissatisfied with our response to your complaint.  CMS is committed to the highest standards of customer satisfaction and professionalism.  For this reason, we take all legitimate complaints regarding the conduct of our business very seriously.  Although we understand you are not pleased with the outcome, your complaint was investigated fairly and we believe it was resolved appropriately. 
 
As you are aware, our response dated May 28, 2015, included supporting documentation for the outstanding property inspection fees and late fees assessed to you loan by the prior servicer.  Additionally, we confirmed with [redacted] that their records did not show any evidence to support your claims that the outstanding fees would be waived prior to the service transfer to CMS.  Lastly, as of the date of this letter, CMS has not received any correspondence or research request from you. 
 
Based on the foregoing, we conclude that the aforementioned fees are due and payable.  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 Service 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 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 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 [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
 
Texas:
Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted].  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted].

January 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

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]

April 15, 2015
[redacted]
[redacted]
RE:      Loan No.:                   ...

[redacted]            Complaint ID:             [redacted]            Property Address:       [redacted]
          Dear Mr. and Mrs. [redacted]:
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint
filed with the Revdex.com (“Revdex.com”) received in our office via email
on March 18, 2015.  CMS is committed to
responsible lending and servicing and we would like to address any concerns you
may have.  The following is our response
to the issue(s) raised in your inquiry.
As we understand your complaint,
you claim that CMS called you and left a message on your home phone answering
machine requesting a call back from you and informing you that CMS is a debt
collector.  You express concerns with the
statement that CMS is a debt collector and feel that the call was unnecessary,
as you indicate that you have a history of timely payments and have also set up
auto-draft on this loan.  In addition, you
state that when you contacted CMS to replay the telephone message and discuss
your concerns, the CMS representative was unable to properly respond to your
inquiries or address any of your concerns on this matter.   
At the outset, please note that
the servicing of this Federal Housing Administration (“FHA”) insured loan was
transferred from CitiMortgage Inc. to CMS on November 4, 2014.  At the time of the service transfer the loan
was showing contractually current and due for the December 1, 2014 payment.
Upon review, our records show
that you paid the December 1, 2014 payment on December 3, 2014, and also paid
the January 1, 2015 payment on December 15, 2014.  In addition, on December 23, 2014, your loan
was set up on auto-draft with payments being drafted on the sixteenth (16th)
of each month, beginning on February 16, 2015. 
Thereafter, on March 12, 2015,
CMS made a courtesy call to you at your home phone number and left a message on
your answering machine to call CMS.  It
was during this call that CMS also provided the disclosure which indicated the
CMS is a debt collector.  It is important
to note that CMS is required disclose its status as a debt collector pursuant
to federal law.
On April 14, 2015, CMS Supervisor
[redacted], called you and during this call he explained that, due to your active
auto-draft enrollment, the call made to you on March 12, 2015 should not have
been completed.  In addition, going
forward your loan would be excluded from any further courtesy calls as long as
your auto-draft remains in effect.  In
addressing your concerns, Mr. [redacted] also explained the reason CMS must
provide the disclosure that we are a debt collector.  Lastly, Mr. [redacted] apologized for any
inconvenience that you may have experienced as a result of the inadvertent
telephone call and message left on your home answering machine. 
Based on the foregoing, we
acknowledge that CMS missed opportunities to provide you with a more timely
response to your concerns and speak with a CMS Supervisor. We would like to
take this opportunity to thank you for bringing this matter to CMS’s
attention.  CMS is always looking for
ways to improve service levels and your feedback is important us. 
We trust that this communication
addresses all of the concerns noted in the complaint.  If you have any further questions, please
contact the undersigned at (866) 874-5017, Monday through Friday, 8:00 AM to
5:00 PM, Pacific Time.
Sincerely, [redacted]Customer Advocate
Enclosures:
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 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our
website at carringtonms.com.
-IMPORTANT BANKRUPTCY NOTICE-
If
you have been discharged from personal liability on the mortgage because of
bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding,
this letter is not an attempt to collect a debt from you but merely provides
informational notice regarding the status of the loan.  If you are
represented by an attorney with respect to your mortgage, please forward this
document to your attorney.
-CREDIT
REPORTING-
We
may report information about your account to credit bureaus. Late payments,
missed payments, or other defaults on your account may be reflected in your
credit report.  As required by law, you are hereby notified that a
negative credit report reflecting on your credit record may be submitted to a
credit reporting agency if you fail to fulfill the terms of your credit
obligations.
-MINI
MIRANDA-
This
communication is from a debt collector and it is for the purpose of collecting
a debt and any information obtained will be used for that purpose. This notice
is required by the provisions of the Fair Debt Collection Practices Act and
does not imply that we are attempting to collect money from anyone who has
discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a
list of HUD-approved homeownership counselors or counseling organizations in
your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or
by going to [redacted].
-EQUAL
CREDIT OPPORTUNITY ACT NOTICE-
The
Federal Equal Credit Opportunity Act prohibits creditors from discriminating
against credit applicants on the basis of race, color, religion, national
origin, sex, marital status, or age (provided the applicant has the capacity to
enter into a binding contract); because all or part of the applicant’s income
derives from any public assistance program; or because the applicant has, in
good faith, exercised any right under the Consumer Credit Protection Act. The
Federal Agency that administers CMS’ compliance with this law is the Federal
Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA
Disclosure-
MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member
of the military, please contact us immediately. 
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief.  For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at [redacted].
-NOTICES OF ERROR AND
INFORMATION REQUESTS-
You have the right to request documents we relied
upon in reaching our determination.  You
may request such documents or receive further assistance by contacting
Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Please see attached letter-
Why did Carrington violate my privacy? Please sent documentation that you provided the required disclosures and/or permission.Please sent CPB guidelines pertaining to the subpression of my my loan and payment information.When are you going do the timely and accurate reporting of my loan status and payment history required by Federal law?

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.

February
10, 2016
[redacted]
[redacted]
[redacted]
RE:      Complaint
No.:           [redacted]
Loan No.:...

                   [redacted]
                        Borrower:                    [redacted]
                        Property Address:       [redacted]
                       
Dear
Ms. [redacted]:
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed
with the Revdex.com (“Revdex.com”) regarding the above-referenced loan 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 the inquiry.
As we
understand your complaint, you claim that in September 2015, you called CMS and
canceled a mortgage payment that you had scheduled to be drafted from your bank
account using the CMS website; however, you claim that CMS processed and debited
this payment from your bank account anyway. 
You go on to say that you canceled this payment because you sold the
above referenced property and the loan was being paid in full with the sale
proceeds that same month.  Lastly, you
indicate that you have made several calls to CMS to resolve this matter and
obtain a refund for the payment that should have been canceled.  The CMS Representatives have not been helpful
in providing a resolution, however, and when you requested to speak to a
Supervisor, you were informed that a message would be forwarded to a Supervisor
who would call you back. As of the date of your complaint, you allege you have
not received any response from CMS. 
At the
outset, please note that the servicing of your Federal Housing Administration
(“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS
on April 2, 2015.  At the time of the
service transfer the loan was showing contractually current and due for the May
1, 2015 payment.
Upon
review, our records show that on September 3, 2015, you accessed the CMS Loan
Servicing Website (“LSW”) and scheduled a post-dated payment to be debited from
your checking account on September 5, 2015, in the amount of $1,654.92.  At the time, your loan was showing due for
the September 1, 2015 payment. 
Later
that day, you called CMS and during this call you explained that you were
selling the property and that your loan would be paid off on September 14,
2015.  The CMS Representative reviewed
the loan history and identified that a payoff statement had not yet been issued
or requested from CMS. Accordingly, the
CMS Representative provided you with information on how to go about sending CMS
your request for a payoff statement as well as the fax number to send your
payoff request to CMS.  You then inquired
whether the CMS Representative could cancel the post-dated mortgage payment you
scheduled to be drafted on September 5, 2015 through the CMS website, since the
payoff was forthcoming that same month and the payoff amount would include
interest due for September 2015.  The CMS
representative explained that she would forward your request to a Supervisor to
process your request to cancel the post-dated payment scheduled for September
5, 2015. 
Thereafter,
the records show that although CMS attempted to cancel the post-dated check,
CMS was unfortunately unsuccessful in completing the cancelation.  Therefore, CMS debited the payment in the
amount of $1,654.92 from your bank account on September 5, 2015, and this
payment was applied to your September 1, 2015 mortgage payment. 
Subsequently,
on September 9, 2015, CMS issued you a payoff statement that showed a payoff
amount of $176,954.74, good to October 1, 2015. 
A copy of this payoff statement is attached for your ease of
reference.  It is important to note that your
loan was due for the October 1, 2015 payment at the time, and that this payoff
figure included the credit of the September 1, 2015 payment that had been
applied to your loan on September 5, 2015.
On
September 11, 2015, you contacted CMS and requested that CMS take the necessary
actions required to issue you a refund for the payment that was processed on
September 5, 2015.  The CMS
representative provided you with information on how to go about submitting your
written request to the CMS Research Department along with a copy of your bank
statement showing that the September 5, 2015 payment was successfully debited
from your bank account.
On
September 14, 2015, CMS received a payoff in the amount of $176,957.74, and
these funds were applied to your loan on that same day.  Below for your ease of reference is a summary
of how the funds were applied.  The
interest amount of $661.06 represented the period from September 1, 2015
through September 30, 2015. 
















Principal

$176,282.68

Interest

$661.06

Recording Cost

$11.00

Total Payoff

$176,954.74

Subsequently, on September 30,
2015, CMS sent you the escrow balance in the amount of $1,978.52, check number
[redacted] by separate mail.  Attached for
your ease of reference is a payment history that shows your payment
transactions from December 2, 2013 to October 5, 2015.  Additionally, for
an explanation of the interest due and payable on an FHA loan, and the monthly
FHA Mortgage Insurance Premium (“MIP”) due on your loan, please refer to the
payoff statement FHA disclosures, on page two and four of the payoff statement.    
Based
on the foregoing, we conclude that CMS was unable to cancel the post-dated
online mortgage payment you scheduled for September 5, 2015 as you
requested.  Nevertheless, the payment was
applied to your account and the credit reflected in the payoff statement you
received. That said, we acknowledge that CMS missed opportunities to respond to
your concerns regarding this matter in a more timely manner, and would like to
take this opportunity not only to express our sincere apologies for any
inconvenience that you may have experienced in this matter, 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. 
In
closing, please note that CMS credited your September 5, 2015 payment to your
loan prior to issuing the payoff statement, and the payoff amount reflected
that credit accordingly.  Therefore, there
is no over-payment or overage amount due to you.  If CMS had been successful in cancelling your
online payment of September 5, 2015, the payoff figure would have been a higher
amount as additional principal and interest would have been due.
We trust that this communication
addresses all of the concerns noted in the complaint.  If you have any further questions, please
contact the undersigned at [redacted], Monday through Friday, 8:00 AM to
5:00 PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC:  Revdex.com
-INQUIRIES & COMPLAINTS-
For
inquiries and complaints about your mortgage loan, please contact our CUSTOMER
SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention:
Customer Service, [redacted], or by calling [redacted]. 
Please include your loan number on all pages of correspondence.  The
CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free
and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through
Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from
personal liability on the mortgage because of bankruptcy proceedings and have
not reaffirmed the mortgage, or if you are the
subject of a pending bankruptcy proceeding, this letter is not an attempt to
collect a debt from you but merely provides informational notice regarding the
status of the loan.  If you are represented by an attorney with respect to
your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about
your account to credit bureaus. Late payments, missed payments, or other
defaults on your account may be reflected in your credit report.  As
required by law, you are hereby notified that a negative credit report
reflecting on your credit record may be submitted to a credit reporting agency
if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt
collector and it is for the purpose of collecting a debt and any information
obtained will be used for that purpose. This notice is required by the
provisions of the Fair Debt Collection Practices Act and does not imply that we
are attempting to collect money from anyone who has discharged the debt under
the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If
you would like counseling or assistance, you may obtain a list of HUD-approved
homeownership counselors or counseling organizations in your area by calling
the HUD nationwide toll-free telephone number at [redacted] or toll-free
TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or
by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT
NOTICE-
The Federal Equal Credit
Opportunity Act prohibits creditors from discriminating against credit
applicants on the basis of race, color, religion, national origin, sex, marital
status, or age (provided the applicant has the capacity to enter into a binding
contract); because all or part of the applicant’s income derives from any
public assistance program; or because the applicant has, in good faith,
exercised any right under the Consumer Credit Protection Act. The Federal
Agency that administers CMS’ compliance with this law is the Federal Trade
Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA Disclosure-
MILITARY
PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the
military, please contact us immediately. 
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief.  For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our
determination.  You may request such
documents or receive further assistance by contacting Carrington Mortgage
Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

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 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].

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.

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]

September 14, 2016       [redacted]                 RE:      Complaint No.:           [redacted]...

                        Loan No.:                    [redacted]                         Property Address:       [redacted]     Dear Mr. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) regarding the above- referenced loan received in our office via email on August 26, 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 sent CMS an assumption package along with the required $500.00 fee, and that you confirmed CMS received this package on June 15, 2016.  In addition, you state that you have called CMS several times to check the status of this request, and each time you called you have been informed that a response would be forthcoming; however, as of the date of your complaint you have not received any response.   Upon review, the records show that your assumption package was received by CMS on June 15, 2016.  Regrettably, due to an inadvertent clerical error this package was not forwarded to the  Assumption Department for processing.  On September 7, 2016, I had the pleasure of speaking with you, and during this call I expressed our sincere apologies for the delay in processing your request, and informed you that we were prepared to expedite your assumption request.  However, you indicated that you wanted to withdraw your assumption request, and also requested that the $500.00 fee be refunded to you.  That same day, the refund request was processed and check number [redacted], in the amount of $509.05 was sent to you by separate mail.   We acknowledge that CMS missed opportunities to provide you with a more timely response to your request for an assumption, and we would like to take this opportunity not only to express our sincere apologies for any inconvenience that you may have experience due to the delay in processing your request, 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.   In closing, 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]. Lastly, if you wish to learn more about the additional services available at CMS please visit our website at https://carringtonms.com to obtain that information.   We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.   Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com       -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or 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 P.O. Box 3489, [redacted].   MINNESOTA: Carrington Mortgage Services, LLC is licensed by the Minnesota Department of Commerce.

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]

June 2, 2015[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 inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on May 19, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.At the outset, please note that the servicing of this Federal Housing Administration ("FHA")insured loan was transferred from [redacted] ("[redacted]") to CMS on April 2, 2015.On April 6, 2015, the attached Notice of Service Transfer ("Hello Letter") was issued to younotifying you of the service transfer to CMS. At the time of the service transfer, your loan wascontractually current and showing due for the April 1, 2015 mortgage payment in the amount of$1,485.53. This payment was made up of a principal and interest amount of $1,107.57 and amonthly escrow collection in the amount of $377.96.Please be advised that the last payment received by your prior loan servicer was on or aboutMarch 26, 2015 in the amount of $743.00 which was prior to the service transfer to CMS. Thesefunds were applied along with a prior partial payment of $743.00 that your prior loan servicerheld in an unapplied account to satisfy the March 1, 2015 mortgage payment in the amount of$1,485.53. The remaining $0.47 was applied to your outstanding principal balance on March 27,2015.A review of our records found that on April 21, 2015, you contacted CMS and during this phoneconversation, CMS provided you with the status of your loan including the total amount due forthe April 1, 2015 mortgage payment. The CMS representative explained that while CMS beganservicing the loan as of April 2, 2015, the Real Estate Settlement Procedures Act ("RESPA") at12 USC § 2605(d) prevents CMS from treating any payment as late for any purposes until theexpiration of sixty days after the effective date of the servicing acquisition. This sixty day periodis specifically intended to allow the acquiring servicer the necessary time to receive theacquisition file from the prior servicer and to ensure the records of the acquiring servicer reflectthe correct loan information.On April 28, 2015, you contacted CMS and during this phone conversation the CMSrepresentative inquired when you planned on making the April 1, 2015 mortgage payment. Youexplained that you recently made a payment to CMS via your banking institution's Bill Paypayment option and would be making bi-weekly payments to CMS that were scheduled for everyother Wednesday. You stated that your first payment was made to CMS the prior week.Later that same day, CMS received a partial payment in the amount of $834.00 which was lessthan your contractual payment of $1,485.53. Because the $834.00 was less than your contractualpayment, CMS placed the funds in an unapplied status until CMS was in receipt of additionalfunds to satisfy your April 1, 2015 mortgage payment.On May 5, 2015, CMS spoke with you and advised you that you loan was past due for the April1, 20I5 and May 1, 2015 mortgage payments. You explained that you already spoke to CMS theprior week and that you were unable to discuss the matter further because you were out of townat that time.On May 6, 2015, CMS issued the attached Notice of Intent to Foreclose ("NOI"). This noticeexplained that the loan was in default for the nonpayment of the April 1, 2015 contractualpayment and provided $3,151.82, less the funds in the amount of $834.00 that were being held inan unapplied status as the amount required to cure the delinquency. This letter also notified youthat failure to cure the delinquency within thirty days may result in acceleration of the sumssecured by the Mortgage and in the sale of the property.Please be advised that the NOI is a system generated letter that is issued for every loan that hasbecome past due for more than thirty one (31) days and is required by law prior to any initiationof foreclosure proceedings. While CMS apologizes if you felt its efforts to assist you inresolving this past due loan were threatening in any way, as CMS's intent has been solely tocomply with applicable law, to attempt to make arrangements to resolve the accountdelinquency, and to transmit accurate information regarding the consequences of any failure todo so.On May 12, 2015, CMS spoke with you in an effort to follow up on the full April 1, 2015 andMay 1, 2015 mortgage payments. The CMS representative notified you that CMS received$834.00 on April 28, 2015 which was in an unapplied status. Because CMS was unable toaccount for an additional payment that you state was paid to CMS, you agreed to send CMS acopy of your bank statements showing the payments that were made to CMS.That same say, CMS received the attached seven page fax with your banking informationshowing that you made a partial payment in the amount of $834.00 on April 24, 2015. CMSconfirmed that this payment was received and applied to your loan on April 28, 2015. The faxalso outlined another partial payment in the amount $834.00 that was sent to CMS on May 8,2015 which was a Friday. Because CMS is aware that your banking institution will mailpayments made by its Bill Pay method to CMS, CMS understood that the May 8, 2015 paymentwas most likely in transit to CMS.On May 13,2015, CMS received funds in the amount of $834.00 and upon receipt of this partialpayment, CMS accounted for all payments outlined within the banking information you hadpreviously submitted. The same day, CMS pulled $651.53 from the unapplied status to satisfythe April 1, 2015 mortgage payment in the amount of $1,485.53 leaving $182.47 in an unappliedstatus until the time CMS received additional funds to satisfy the May 1, 2015 mortgage paymentin the amount of $1,485.53.On May 27, 2015, CMS received a new partial payment in the amount of $834.00 which wasplaced in an unapplied status bring the unapplied balance to $1,016.47 ($182.47 plus $834.00equals $1,016.47). Because the total amount of funds in the unapplied status did not equal theMay 1, 2015 contractual payment of $1,485.53, these funds are currently being held in anunapplied status until the time that CMS receives additional funds to equal the full May 1, 2015mortgage payment.As of the date of this letter, your loan is in default and showing due for the May 1, 2015mortgage payment of $1,485.53 less funds in the amount of $1,016.47 that are being held in theunapplied status. Attached for your ease of reference is a copy of your loan payment historyalong with the loan servicing system payment codes and definitions. Should you have paidadditional funds to CMS prior to April 24, 2015 that have not been accounted for within thisletter, we encourage you to contact our Customer Service Department and provide evidence ofsuch payments to CMS.CMS would like to take this opportunity to notify you that, if you are experiencing financialdifficulty in paying the above referenced monthly contractual payment, we encourage you toapply for mortgage assistance with CMS. You may visit CMS's publicly-available websiteonline at [redacted] to learn more about the program options and toupload the required documents electronically. Your complete loan modification applicationpackage may be sent to CMS via email at [redacted] or via fax at[redacted].Based on the foregoing, we believe the record is clear that CMS has accounted for all paymentsoutlined within the attached bank statements. Should you wish to further discuss any aspect ofyour loan, we encourage you to contact CMS's Customer Service Department at [redacted]for further assistance.We trust that this communication addresses all of the concerns noted in the complaint. If youhave any further questions, please contact the undersigned at [redacted], Monday throughFriday, 8:00AM to 5:00PM, Eastern Time.Sincerely,[redacted]Customer AdvocateCC: Revdex.com

September 24, 2015
ORIGINAL SENT VIA REGULAR MAIL
[redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Dear Mr....

[redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 1, 2015. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you allege that your loan was recently transferred from [redacted] (“[redacted]”) to CMS. You claim that CMS’s online website improperly provides you with a confirmation immediately after processing an online payment request, even if the payment information is entered incorrectly. Additionally, you also say that CMS’s online website does not allow you to make additional payments towards your principal or escrow balance. Also, you state that if an online payment is processed with incorrect payment information, then your CMS online account is immediately locked for seven (7) days. Lastly, you claim that in your prior phone calls to CMS the representatives advised you that our website was not working properly but failed to provide you a date by when it would be fixed. Resultantly, you believe that CMS is intentionally limiting online payment options to generate additional profit from potential late fees and interest and deliberately limiting your ability to make additional payments towards your principal balance and pay off your loan earlier. Consequently, your desired resolution is for CMS to allow you to make payments towards your principal balance via the online website.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about April 2, 2015. At the time of the service transfer your loan was contractually current and next due for the April 1, 2015 payment.
As a preliminary matter, CMS is happy to confirm that you have the ability to make your monthly mortgage payment online, as well as the ability to make an additional payment to your principal or escrow balance online on or after the monthly payment due date. If you want to make just your monthly mortgage payment before the due date, you may submit your payment via the online payment website. If, however, you want to make your monthly mortgage payment and an additional payment to your principal or escrow balance before the due date, please note you will only be able to pay the total amount due for the monthly mortgage payment before the due date. You may submit an additional payment towards your principal or escrow balance the following business day, not to exceed the amount of $1,000.00, by entering that specific amount under the “other” category on the online payment website. Lastly, you also have the ability to make a payment towards your principal balance by mailing a personal or bill pay check not to exceed the amount of $10,000.00. If you want to make a payment towards your principal balance greater than $10,000.00, please make certain to send certified funds such as a money order or cashier’s check.
Moreover, contrary to your notion that CMS does not allow customers to pay an additional amount to the principal or escrow balance, please note that CMS does offer an auto draft payment option with that functionality. The auto draft payment option provides you with the ability to choose the date or frequency you want CMS to draft your monthly payment, including the ability to add any desired additional principal amount or additional escrow amount to the monthly principal and interest payment. For your reference, attached hereto as Exhibit “A” please find a copy of CMS’ Auto Draft Authorization (“ADA”) form.
Please further note that a copy of the ADA form may also be found on our website along with all other available payment options and applicable fees (if any) by visiting [redacted]. If you are interested in enrolling in auto draft, the complete, original form may mailed to Carrington Mortgage Services, LLC, [redacted] or a scanned copy can be faxed to [redacted].
Regarding the confirmation you receive after processing a payment request, please note that the confirmation notice is only notifying you that we have received your transaction request and not that your payment was successfully applied to your account. In other words, the confirmation you receive immediately after processing a payment request is meant to only notify you that CMS is in receipt of your request for our office to debit your bank account for a mortgage payment. It is not a confirmation that CMS has successfully debited your bank account and applied the payment towards your loan. Moreover, please note that the use of incorrect/incomplete account numbers can be an indication of attempted access by an unauthorized party; accordingly, when CMS is notified that an incorrect/incomplete account number has been used, CMS’s policy is to lock your online account, send you a Payment Rejection Letter, and unlock your account after you call and speak with a CMS representative and confirm your correct routing and bank account number. CMS has this policy in place to protect our customers and out of an abundance of caution with the objective of preventing access by an unauthorized party.
Furthermore, CMS sincerely apologizes for any perceived unprofessional or uncooperative customer service you believe you may have received from our representatives during your attempt to determine why your online account was locked. Additionally, please note that our department will escalate your concerns to the management team of that particular business unit so that our representatives can offer a better customer experience going forward.
That said, our records indicate that we received an online payment from you on August 3, 2015 in the amount of $1,033.39. Of that total amount, $833.39 was applied to your August 1, 2015 payment and $200.00 was applied towards your principal balance. Additionally, our records also indicate that we received another online payment from you on September 3, 2015 in the amount of $1,333.39. Of that total amount, $833.39 was applied to your September 1, 2015 payment and $500.00 was applied towards your principal balance. Furthermore, please note that your loan is contractually current and next due for the October 1, 2015 payment in the amount of $833.39. As a reminder, your Promissory Note provides you a fifteen (15) day grace period after the due date to pay your monthly payment without a late charge. In other words, the mortgage payments are due on the first (1st) of each month and considered late if not received by the sixteenth (16th) of the month. For your reference, attached hereto as Exhibit “B” please find a twenty-four (24) month payment history and account balances along with the transaction codes and definitions.
Based on the foregoing, we find no evidence of wrongdoing on CMS’s behalf. While we understand your frustration with the prior online feature parameters, CMS has enhanced the online payment parameters and now offers borrowers the ability to make additional payments towards the principal or escrow balance via our online website. Furthermore, CMS also offers alternate and convenient payment options that allow you to pay any desired additional amount towards your principal or escrow balance – options that have been available to you since the effective date of service transfer. As a result, we respectively submit that CMS does offer comparable payment options as those of your prior servicer and that we are not engaging in any type of predatory practice or attempting to limit our customers’ payment options. We categorically deny the allegation that we have structured payment options so as to improperly benefit CMS at the expense of our customers.
Lastly, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].

We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted]/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

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

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/.

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]

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 do not agree with the long drawn out explanation from Carrington Mortgage Services.First: Carrington never returned my insurance money (from the escrow) “that they were not paying to an insurance carrier” so I could provide my own insurance even after asking them both in writing and via phone. Since they refused to return my money and insured the house on their terms my only request is a copy of the new insurance forms, I have not received these yet.Second: I did not block my access to the Carrington webpage, Carrington Mortgage Services did, making it impossible for me to pay my bill using the internet.Third: I did not stop sending my bills to my address, Carrington Mortgage Services did. I have lived at the same address for 11 years. I asked the Post Office if my address has change and they said no. Carrington Mortgage Services on their own accord decided not to send my bills to the exact same address that is on the contract and the one I have received mail at for the past 11 years, making it impossible for me make my payment using the bill I never received.Forth: Carrington Mortgage Services never once called me or tried to make any contact with me saying they were canceling my internet access and putting a stop on send bills to my address. Almost as if they were hiding the fact that they were blocking all avenues open to me for paying my bill, kinda makes me wonder if they are trying to cheat me out of my house.Fifth:  Since I have submitted this complaint I receive a call from Carrington Mortgage Services at least once a day. The problem is, nobody is ever at the other end of the line. I answer the call and say hello and get no response, I say hello again with no response. This goes on and on. These are harassing calls that must stop. I do not make these harassing “no-response calls” Carrington Mortgage Services does.I have also been told by a representative of Carrington Mortgage Services that if I don’t like their service I should refinance my Mortgage, I never financed with Carrington Mortgage Services and have never signed a single document with them. On top of this, after they locked me out, making it impossible for me to pay my bill, they sent me a bunch of paperwork about HUD counseling and Bankruptcy, what does this have to do with their not returning my money so I can purchase insurance and blocking all available access for me to pay my bill. I say again, kinda makes me wonder if they are trying to cheat me out of my house.
Regards,
[redacted]

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].