Carrington Mortgage Services LLC

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

                   [redacted]                         Borrower:                    [redacted]                         Property Address:       1[redacted]                         Complaint I.D. No.:    [redacted]                         Dear Mr. [redacted]   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint you filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on August 7, 2017.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry.   As we understand your complaint, you state that you have routinely made your monthly mortgage payments to CMS without an issue and then beginning in June of 2017 you started to experience some problems. The payments you submitted to CMS, rather than those payments posting to your loan, the funds would show that they were debited from your [redacted] Bank account, but then at a later date would be returned and credited to your bank account. You essentially allege that you made all of your payments to CMS on time and that there was some sort of error occurring in the payment application process on your account. You state that as a result of this error in the payment application process, you were improperly charged with late fees on your account and received two delinquent payment reports on your credit report in connection with your May 1, 2017 and June 1, 2017 mortgage payments. Your desired resolution is for CMS to refund the late payment fees and remove the delinquent reports from your credit report.   Please note that the servicing of your loan was transferred from [redacted], N.A. (“[redacted]”) to CMS on November 2, 2016.  On November 11, 2016, CMS issued a Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS.  At the time of the service transfer your loan was contractually current and showing due for the November 1, 2016 mortgage payment.  For your reference and review a copy of the CMS Hello Letter dated November 11, 2016 is attached hereto as Exhibit “A”.   Additionally, the Hello Letter made you aware that, pursuant to the Real Estate Settlement Procedures Act (“RESPA”), CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transfer. Also included in the Hello Letter was your new CMS account number, the address to submit your monthly mortgage payments, the address to our Customer Service Department, and the phone number to our Customer Service Department. Lastly, the Hello Letter also enumerated the various methods available to you for making a payment and it included the processing fee for each method (if applicable), instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website.   As a preliminary matter, with regard to the application of your mortgage payments, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. Additionally, in order for your payment to be properly applied, all payments must be made in US currency and must be accompanied by the account number, remittance slip, or payment coupon provided. If a payment is not in US currency or does not include the account number, than the payment is considered to be non-conforming, and non-conforming payments are returned to the submitting party if CMS is unable to locate the correct account.   Also, it is important to note that when providing information to credit reporting agencies with regard to a borrower’s loan status, payment history and loan information, CMS is obligated by federal law to ensure that such information is accurately reported. Thus, the only way that CMS could legally revise the information supplied to the credit reporting agencies would be if CMS made an error in the payment application process on your account, and the loan was actually current while CMS was reporting the account as delinquent. An error made during the submission of the payment that is not a result of CMS’s wrongdoing will not result in a revision of the information reported to the credit reporting agencies.   In reviewing your account since the loan was service transferred to our office, CMS received your payments for the months of December 2016 through May 2017 via CMS’s online payment system. Thereafter, for the month of June 2017, CMS shows no record of receiving any payments from you to apply towards your account.   On June 26, 2017, our records indicate that, you contacted CMS’s Customer Service Department concerned over the fact that your June 2017 payment you made through your bank’s bill pay system did not post to your CMS account and you were concerned that you had received a letter from CMS regarding a missing payment. A copy of the letter dated June 18, 2017 regarding your missing June 2017 payment is attached here to as Exhibit “B”.   During that call with the CMS representative, you stated that earlier in June 2017 you had attempted to make a payment to CMS through your bank’s bill pay system, and that you had recently received a credit in your bank account for the same amount of the payment that you had attempted to make to CMS. The representative reviewed the account and informed you that she did not see any payment for the month of June 2017 in CMS’s records. You believed that the payment had been erroneously returned to you and you requested that you not be charged a late fee. The representative acknowledged that you had been a regular, timely paying customer and that she would request that any late fee be waived and instructed you to resend your June 2017 payment into CMS so you would not have any further issues. You stated that you would resend the payment to CMS once you ended the phone conversation. You and the representative believed that the error with the payment application may have been a one-time payment processing error and the call ended with you stating that you would resubmit the June 2017 payment through your bank’s bill pay system.   On July 6, 2017, you called CMS and you stated that you had attempted to submit a payment to CMS via your bank’s bill pay system and again rather than the funds being received and deposited to your CMS account; you received a credit to your bank account. During this call the CMS representative informed you that he was showing that your CMS account was due for the June 2017 payment and the July 2017 payment and that there were no records of any sort of submitted or rejected payments. During this call you indicated that you and your bank were investigating why the bill pay payments were not being processed, but that your records were showing the funds debited from your account and then later being returned to your account. The CMS representative gave you the fax number for the Customer Service Research Department, so that you could fax in your proofs of payments and an investigation into the missing payments could be launched by CMS. You stated that you would fax over your proofs of payments and that you would resubmit another payment to CMS.   Also on July 6, 2017, CMS received a payment in the amount of [redacted] from the ACH Eserve electronic transfer automated system. This payment was initially rejected by CMS’s automated system as a non-conforming payment due to the fact that the payment was submitted without the CMS account number. Rather than having a CMS account number included, the payment was submitted stating that the account number was “[redacted]”. This payment was rejected by CMS’s automated system, and a CMS representative was alerted to the rejected payment.. The representative researched the information included in your payment and was able to determine your CMS account number by locating your account via your name and payment amount, rather than returning the payment to your bank account as an invalid account number. This payment shows in CMS’s records as applied to your account on July 6, 2017 for the June 1, 2017 mortgage payment.   On August 7, 2017, you received a message from a CMS representative, and our records indicate that you returned that call and spoke with a different CMS representative. You informed the CMS representative of the recent history of the problems you were having with submitting payments to CMS via your bank’s bill pay system and rather than the payments being credited to your loan, the funds were returned and credited to your bank account. The CMS representative informed you that your account was delinquent, and you informed the representative that you had sent in a check in the amount of [redacted] to cure the outstanding amount due. At that time you asked the representative if she could confirm receipt of the check and the representative was not aware that the check you were referring to had been received by CMS and was in the process of being applied. Consequently, the representative informed you that she could not confirm receipt of the check at that time, and you indicated that you would place a stop payment order on the check. Again, this representative requested that you send your proofs of payments to CMS’s Customer Service Research Department so that an investigation could be launched into the missing payments and the telephone conversation was concluded.   Thereafter, on August 7, 2017, CMS received a telephonic payment from you in the amount of [redacted], and this payment was applied to the payments due for the July 1, 2017 and August 1, 2017 mortgage payments. Also, on August 7, 2017, CMS received payment (check number 2176) in the amount of [redacted]. Initially this check was applied to the payments due for the September 1, 2017 and October 1, 2017 mortgage payments. However, those payments were reversed when a stop payment was placed on the check. Currently, your loan is showing due for the September 1, 2017 mortgage payment.  For your review and reference attached hereto as Exhibit “C” is a copy of your CMS payment history along with the relevant mortgage display codes and definitions.   As of the date of this correspondence, our Customer Service Research Department has not received any correspondence or proof of payments from you. CMS has received a letter and a fax from [redacted] Bank regarding this matter, however, neither of the aforementioned correspondence from [redacted] Bank included actual copies of the payments supposedly remitted, but are merely letters concerning some of the details regarding those payments. Neither of these letters could be responded to by CMS Customer Service Research Department as [redacted] Bank is not an authorized third party on your account and therefore cannot submit or request information on your account. Attached with these letters were 3rd party authorization forms, should you wish to add [redacted] Bank as an authorized third party on your account. For your reference and review the two responses that CMS Customer Service sent to [redacted] Bank are attached here to as Exhibit “D”.   In order to determine why your [redacted] Bank bill pay payments were not showing in CMS’s system, the Customer Advocate Department reviewed all rejected electronic bill pay payments that were received on the dates that you indicated in your phone calls that you made a payment to CMS. After reviewing our records, it was determined that your payments were not processed by CMS and returned to your [redacted] Bank account because your CMS account number was not included with your payments. Consequently, CMS’s automated system was unable to apply the funds from your [redacted] Bank account to your CMS account.   It appears that during the payment submission process, rather than entering your CMS account number, [redacted], with your submitted payments as required, your name “[redacted]” was being entered into the area that should have included your CMS account number, which in turn makes it difficult for the payments to be applied to the proper CMS account. Therefore, your [redacted] Bank electronic bill pay payments that you sent on June 6, 2017 and June 28, 2017 were returned due to the lack of a CMS account number being included with the payment. The failure to include the CMS account number with the [redacted] Bank bill pay payment was also the reason why the CMS Customer Service Representatives you spoke with were unable to see any record of any payments being received or rejected in CMS’s system. Without the CMS account number, your account could not be notated. Below is a report of electronic bill pay payments CMS has received and returned and received and applied.   Activity Date Transaction Type Status Action Type Account New Account Return Code Name Amount (USD) 06/06/2017 Credit Returned Return [redacted]   Credit Entry Refused by Receiver [redacted] 06/28/2017 Credit Returned Return [redacted]   Invalid Individual ID Number [redacted] 07/06/2017 Credit Delivered to Client Distribution Process Repair [redacted] - [redacted]   In regards to your assertion that CMS incorrectly reported your account as delinquent to the credit reporting agencies for the months of May 2017 and June 2017, CMS respectfully disagrees with this assertion. According to CMS’s records, your account was not reported delinquent for the month of May 2017. However, your account was reported delinquent for the months of June 2017 and July 2017 to the credit reporting agencies as CMS received no payments that CMS could associate with your account. Based on the aforementioned investigation, CMS has determined that the information that was reported to the credit reporting agencies accurately reflects the payment history and loan information.  While we understand that there was an unintentional error made in the payment submission process, CMS is obligated by federal law to provide timely and accurate credit reporting in regards to the current loan status, payment history and loan information.  We are, therefore, unable to make the requested changes to the reported information.    Based on the foregoing investigation and review of your account, we are unable to find any evidence of wrongdoing on CMS’s behalf. Specifically, our records are clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, and has properly serviced your loan in accordance with the terms and conditions of your mortgage loan agreement. Furthermore, we submit that customers who elect to process payments through a bill pay service are solely responsible for accurately entering their CMS account information. Therefore, we strongly encourage you to verify the information entered into your bill pay service and include your CMS account number before authorizing your payment transaction. Additionally, in spite of the error of the payment submission, CMS believes that it has accurately reported the status of your account to credit reporting agencies and has assessed late fees in accordance with the terms of your mortgage loan agreement, and is not responsible for the error in the payment submission.   Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you wish to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted] Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted]   Please note that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error.   We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.   Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com                                           ...⇄ Important Disclosures   -VERBAL INQUIRIES & COMPLAINTS- For verbal inquiries and complaints about your mortgage loan, please contact the Customer Service Department for Carrington Mortgage Services, LLC, at 1[redacted] between 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.     -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.         -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.     -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at [redacted] or by going to www.consumerfinance.gov/find-a-housing-counselor.     -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.     -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1[redacted]     -NOTICES OF ERROR AND INFORMATION REQUESTS, QUALIFIED WRITTEN REQUESTS (QWR)- Written complaints and inquiries classified as Notices of Error and Information Requests or QWRs must be submitted to Carrington Mortgage Services, LLC by fax to [redacted] or in writing to Carrington Mortgage Services, LLC, and Attention: Customer Service, [redacted]  [redacted].  Please include your loan number on all pages of the correspondence.   You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting the Customer Service Department for Carrington Mortgage Services, LLC toll free at ([redacted] Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time. You may also visit our website at https://carringtonms.com/.     Texas:  Notice to Texas Residents: COMPLAINTS REGARDING THE SERVICING OF YOUR MORTGAGE SHOULD BE SENT TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, [redacted]  A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT [redacted]   Tell us why here...

Date Sent: 3/4/2016 12:23:09 PMMarch 4, 2016  [redacted] RE:      Complaint ID:             [redacted]Loan No.:                    [redacted]            Pr...⇄ Address:       [redacted]           Dear Ms. [redacted] and Ms. [redacted]: The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com received in our office via email on February 8, 2016.  CMS is committed to responsible lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised in the inquiry. As we understand your complaint, you claim that your November 1, 2015 payment was paid late due to difficulties accessing your account on the CMS website, inaccurate payment amount information provided to you by the CMS automated phone pay system, and not receiving monthly billing statements from CMS. Additionally, you express dissatisfaction with CMS Customer Service and the performance of CMS’s website.  Lastly you are requesting that CMS remove the late payment reported to the credit agencies for your November 1, 2015 payment, in consideration for the difficulties you have experienced in this matter. At the outset, please note that the servicing of this Federal Housing Administration (“FHA”) insured loan was transferred from [redacted] (“[redacted]”) to CMS on or about April 2, 2015.  At the time of the service transfer your loan was contractually due for the April 1, 2015 payment.  While CMS began servicing the loan on April 2, 2015, the Real Estate Settlement Procedures Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late for any purposes until the expiration of sixty days after the effective date of the servicing acquisition.  This sixty day period is specifically intended to allow the acquiring servicer the necessary time to receive the acquisition file from the prior servicer and to ensure the records of the acquiring servicer reflect the correct loan information.  Included in that process are the reviews and complete post-transfer diligence and escrow analysis that are due within sixty days of the acquired date.    Upon review, our records show that on December 7, 2015, Ms. [redacted] called CMS spoke with CMS Representative [redacted].  During this call you requested payment information as you had been locked out of access to your account through CMS’s website.  Mr. [redacted] unlocked your access, and also provided you the total amount due of $1,421.37 which included your November 1, 2015 payment in the amount of $1,366.71 and a $54.66 late fee.  You also informed Mr. [redacted] that you would not be able to make this payment until Friday, December 11, 2015, and also asked him to notate this promise to pay on your account.  You inquired about the late credit reporting for this payment, and Mr. [redacted] informed you that the November 1, 2015 payment would be reported late to the credit agencies as the loan was already  past due over thirty (30) days.    Subsequently, On December 11, 2015 CMS received a payment from you in the amount of $1,390.00, and this payment was applied to your November 1, 2015 payment in the amount of $1,366.71 and $23.29 was applied to late fees.  This payment was paid to CMS using the CMS automated phone pay system.  Below for your ease of reference is a copy of the screen from CMS’s servicing system of record showing this payment transaction.   On December 31, 2015, CMS identified and corrected the billing statement mail code on your loan, and we have confirmed that CMS has been sending you billing statements beginning December 31, 2015.  Attached for your ease of reference are copies of the December 31, 2015, January 18, 2016, and February 18, 2016 statements.    Lastly, we did not find any evidence to support your claim that the CMS’s automated phone pay system provided you inaccurate amounts due on your loan.  It is important to note that this automated system provides total amounts due on your loan at the time of the call.  The total amount may include current and past due payments, late fees and other fees due.  Base on the foregoing, we conclude that CMS is reporting the status of this loan and payment history to the credit agencies accurately. Therefore, no changes to the credit reports for this loan are needed at this time.  It is important to note that CMS is obligated by federal law to provide timely and accurate credit reporting in regards to the loan status, payment history and loan information.  Moreover, our review indicates that CMS website works properly when the correct password is used to access the website account, and CMS promptly assisted you in resetting your password on October 30, 2015, December 7, 2015, December 30, 2015, January 29, 2016 and February 28, 2016.  Nevertheless, we regret that you had difficulties with the CMS website and we would like to take this opportunity not only to express our sincere apologies for any inconvenience that you may have experienced during your unsuccessful attempts to make your payment using the website, but also to thank you for bringing this matter to CMS’s attention.  CMS is always interested in how we may improve service levels, and your feedback is important.  In closing, please be advised that pursuant to Consumer Financial Protection Bureau (“CFPB”) guidelines, CMS is required to suppress the reporting of loan and payment information to your credit profile for a period of sixty days after receipt of a qualified written request and/or a Notice of Error. We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Pacific Time. Sincerely,  [redacted]Customer AdvocateCC:      Revdex.com-INQUIRIES & COMPLAINTS-For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted]. -IMPORTANT BANKRUPTCY NOTICE-If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.-CREDIT REPORTING-We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations. -MINI MIRANDA-This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States. -HUD COUNSELOR INFORMATION-If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to[redacted]. You can also contact the CFPB at [redacted], or by going to [redacted]. -EQUAL CREDIT OPPORTUNITY ACT NOTICE-The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580. -SCRA DISCLOSURE-MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted]. -NOTICES OF ERROR AND INFORMATION REQUESTS-You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

July 27, 2015[redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted] Complaint J.D. No.: [redacted]Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC ("CMS") is...

inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on July 6, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.As we understand, you state that after you sent your June 1, 2015 mortgage payment to CMS,you called CMS and followed the instructions to send CMS additional funds to be applied toreduce your principal balance. Upon receipt of the funds intended for your principal balance,CMS did not apply the principal payment as you instructed. You contacted CMS on June 12,2015 and after being placed on an extended hold, you requested CMS to apply the payment asyou intended. You state that the reapplication of your principal payment was not completed asof July 6, 2015 which was the date that you filed the Revdex.com complaint.At the outset, please note that the servicing of this Federal Housing Administration ("FHA")insured loan was transferred from Bank of America N.A. ("BANA") to CMS on April 2, 2015.On April 6, 2015, CMS issued you the attached Notice of Service Transfer ("Hello Letter")notifying you of the service transfer to CMS. At the time of the service transfer your loan wascontractually current and showing due for the April 1, 2015 mortgage payment in the amount of$1,337.71.A review of our records found that on April 9, 2015, CMS received funds in the amount of$1,337.71. That same day, CMS applied these funds to the April 1, 2015 mortgage payment. OnMay 7, 2015, CMS received and applied your May 1, 2015 mortgage payment in the amount of$1,337.71.On May 20, 2015, CMS completed the initial analysis of your escrow account and issued you theattached escrow analysis. The escrow analysis determined that your escrow account containedan escrow shortage in the amount of $1,271.21. The escrow shortage was spread over a twelvemonth period and resulted in an increase to your mortgage payment effective with the July 1,2015 payment. For your ease of reference, the July 1, 2015 mortgage payment is outlined below. Principal and Interest: $ 693.69 Base Escrow Collection: $ 543.59 Monthly Escrow Shortage: $ 105.93 July 1, 2015 Payment $ 1,343.21On June 5, 2015, CMS received and applied your June 1, 2015 mortgage payment in the amountof $1,337.71. After the application of this payment, your outstanding principal balance was inthe amount of $97,061.44.On June 8, 2015, CMS received funds in the amount of $5,000.00. CMS is able to confirm thatthese funds were initially applied to the July 1, 2015 through September 1, 2015 payments in theamount of $1,343.21 each and the remaining $970.37 was applied to your principal balance. OnJune 12, 2015, you contacted CMS and requested that the $5,000.00 be applied to your principalbalance as you indicated on your form of payment. The CMS representative then opened a taskto CMS's Cashiering Department to have the funds applied as you originally intended. On July4, 2014, CMS received and applied your July 1, 2105 mortgage payment in the amount of$1,343.21.On July 6, 2015, you contacted CMS to determine whether your principal payment of $5,000.00was applied correctly. Because you were dissatisfied with the fact that the CMS representativenotified you that the payment correction was not yet completed and would take additional time tocomplete, you asked to speak to a supervisor. Regretfully, the CMS representative's supervisorwas unavailable to take your call at that moment. After waiting for the supervisor to becomeavailable, the CMS representative transferred your call to his supervisor. As we understand, thecall was then disconnected.CMS is uncertain as to which party may have inadvertently disconnected the phone call, or if thetermination of the call may have been due to loss of reception. Nevertheless, CMS would like totake this opportunity to sincerely apologize for any inconvenience you may have experience dueto the time that your call was placed on hold and for any part CMS may have had in your phonecall being disconnected.CMS is able to confirm that the principal payment received on June 8, 2015 in the amount of$5,000.00 was applied as you intended on July 6, 2015. This application of funds reduced youroutstanding principal balance from $97,061.44 to $92,061.44. This principal payment wasapplied as of the original date of receipt which was June 8, 2015. As of the date of this letter,your loan is showing due for the August 1, 2015 mortgage payment with a principal balance inthe amount of $91,751.34 which was further reduced after the principal portion of your July 1,2015 mortgage payment in the amount of $310.10 was applied.CMS is pleased to inform you that CMS has recently enhanced its Loan Servicing Website("LSW") to enable borrowers to make additional online payments to the unpaid principal balanceor to escrow. Should you wish to make future payments towards your principal balance or toyour escrow account, you may access CMS's LSW at [redacted]. Attached foryour ease of reference is a copy of your loan payment history as well as the loan servicingsystem payment codes and definitions.Based on the foregoing, we believe the record is clear that CMS has applied all funds receivedfor you loan as you originally intended. Again, CMS sincerely apologizes for any inconvenienceyou may have experienced due to the unintentional clerical error that resulted in misapplicationof your principal payment. Should you wish to further discuss any aspect of your loan, weencourage you to contact CMS's Customer Service Department at [redacted] for furtherassistance.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] CC: Revdex.com

December 28, 2016     ORIGINAL response SENT VIA regular mail   [redacted] E. [redacted] G. [redacted]               [redacted]      [redacted]...

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                        [redacted]           [redacted]
                        [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 November 28, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.   As we understand the complaint, you are requesting for CMS to confirm that the principal curtailment in the amount of $8,369.63 you received in connection with the closing of the loan recently originated by CMS was applied to regular monthly mortgage payments, as well as to remove all late fees assessed to your account, to remove any derogatory account information that may have been reported to the credit reporting agencies, and to provide you with confirmation that your account is current and in good standing.   As a preliminary matter, on December 28, 2016 I personally called you to provide you with a current account status and to advise you that CMS had already applied a portion of the principal curtailment in the amount of $8,369.63 towards a monthly mortgage payment. Additionally, solely as expression of our commitment to the highest standards of customer satisfaction, and not as an admission of fault, wrongdoing or of the validity of your claims, I also informed you that CMS had agreed to remove all late fees assessed to your account and suppress any derogatory account information reported to the credit reporting agencies.   During this phone call, I explained that your account was due for the December 1, 2016 mortgage payment in the amount of $4,318.82, whereas you have an unapplied funds credit balance remaining from the original principal curtailment funds in the amount of $4,256.09. The difference between the payment due and the unapplied funds credit balance is $62.73. I therefore proceeded to advise you that a payment in the amount of $62.73 was required from you to complete your December 1, 2016 mortgage payment.   In response, you indicated for the first time that you did not want to pay the $62.73 and instead demanded that CMS apply your current unapplied funds credit balance toward the December 1, 2016 mortgage payment and consider the payment satisfied.   Consequently, please accept this correspondence as confirmation that, as indicated above, CMS has waived the late fees assessed to your account and will submit an Automated Universal Data (“AUD”) form to all of the major credit reporting agencies (TransUnion, Experian, and Equifax) with specific instructions to suppress any derogatory information reported on your account. Please allow for up to thirty (30) days from the date of this letter for the credit reporting agencies to receive and process the AUD and to update and correct your credit report.   In closing, please also accept this correspondence as confirmation that CMS is currently evaluating your demand to complete your December 1, 2016 mortgage payment with your current unapplied funds credit balance and will inform you of our decision shortly under a separate cover.   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] J. [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, P.O Box 3489, Anaheim, CA 92803, or by calling 1-800-561-4567.  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at (800) 569-4287 or toll-free TDD (800) 877-8339, or by going to http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm. You can also contact the CFPB at (855) 411-2372, or by going to www.consumerfinance.gov/find-a-housing-counselor.   -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at 1-888-267-5474.   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at (800) 561-4567, Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at P.O. Box 3489, Anaheim, CA 92803.

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.
Please reopen this complaint.  The incompetence of Carrington Mortgage Services continues.  Instead of a $15 credit on my account, they applied a $15 DEBIT. Regards,
[redacted]

February 20, 2015
 
 
[redacted]  
[redacted]
 
 
RE:      Complaint ID:             [redacted]
Loan
No.:...

                   [redacted]
            Property Address:       [redacted]
           
Dear [redacted]:
 
The Customer Advocate Department
of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed
with the Revdex.com received in our office via email on February 4,
2015.  CMS is committed to responsible
lending and servicing and we would like to address any concerns you may have.  The following is our response to the issue(s) raised
in the inquiry.
 
As we understand your complaint, you
claim that you have not been able to make your payment using the CMS website
because of a $15.00 fee that was assessed to your loan which you dispute.  You further state that the website will not
allow you to make a payment for less than the total amount due and since CMS
did not provide you an explanation for this fee, you did not want to include
the $15.00 fee amount with your payment. 
Subsequently, your payment was late, resulting in the assessment of a
late fee.  You have asked CMS to waive the
late fee due to the circumstances, but your request was denied.  You also state that when you asked to speak
to a supervisor to discuss the matter, you were transferred to their voicemail
box where you left messages on three separate occasions, but as of the date of
your complaint you had not received any response.
At the outset, the servicing of
this [redacted] (“[redacted]”) insured loan transferred from [redacted]. (“[redacted]”) to CMS on or about October 2, 2014.  At the time of the service transfer the loan
was contractually current and due for the October 1, 2014 payment.  The notice of Servicing Transfer letter was
sent to you October 6, 2014.  
 
Please note that, while CMS began
servicing the loan on October 2, 2014, the Real Estate Settlement Procedures
Act (“RESPA”) at 12 USC 2605(d) prevents CMS from treating any payment as late
for any purposes until the expiration of sixty days after the effective date of
the servicing acquisition.  This sixty
day period is specifically intended to allow the acquiring servicer the
necessary time to receive the acquisition file from the prior servicer and to
ensure the records of the acquiring servicer reflect the correct loan
information.  Included in that process
are the reviews and complete post-transfer diligence and escrow analysis that
are due within sixty days of the acquired date. 
 
Upon further review, our records
show that you contacted CMS on October 9, 2014, at which time the CMS
representative provided you information about the service transfer, confirmed
the new loan number, and also provided you with the available payment options.  During this call, the CMS representative
asked you about the October 1, 2014 payment, and you replied that you would
call back the following week to make your payment.  On October 28, CMS called you regarding the
October 1, 2014 payment due, and you stated that you were waiting for CMS to
contact you because you needed information about your loan which included the payment,
the billing, the principal balance, and also stated you needed the new loan
number.  You also informed the CMS
representative that you would call back on October 31, 2014 to make the October
1, 2014 payment.  During this call the CMS
representative provided the requested information and also asked about the reason
for non-payment and you replied that the reason was due to not having the
service transfer information from CMS.
 
On November 4, 2014, CMS called
you and you informed the CMS representative that you were busy and would call
back later.  On November 25, 2014, you
contacted CMS to make the October 1, 2014 and November 1, 2014 payments by
phone and also requested that the payments be drawn against your bank account
on November 27, 2014.  In addition, the pay
by phone fee of $15.00 was waived upon your request.  During this call, the CMS representative also
asked you the reason for non-payment, and you replied that you were waiting to
get paid. 
 
On November 26, 2014 due to the
past due status of your loan a property inspection was requested.  On December 9, 2014, CMS received the
completed property inspection and subsequently, a fee in the amount of $15.00 was
assessed to your loan.
 
On December 17, 2014, you contact
CMS and expressed concerns with the fee assessed to your loan in the amount of
$15.00.  The CMS representative explained
that the fee was for a property inspection due to your loan being over thirty
(30) days past due in November 2014.  You
indicated that you did not want to pay this fee and requested to speak to a
Supervisor to discuss the matter.  The
CMS representative informed you that the Supervisor was not available but did
transfer the call to the Supervisor’s voicemail box. 
 
Later that same day, you called
back and indicated that you were trying to make your payment using the CMS website
but could not complete the transaction for less than the total amount due.  You indicated that you did not want to pay
the property inspection fee and that you were in the process of disputing the
fee.  At this time, the CMS
representative informed you that your loan had also been assessed a late fee
for the December 1, 2014 payment as it was already past the grace period.  You became upset and informed the CMS
representative that you were disputing these fees but you did want to pay the
December 1, 2014 with pay by phone and requested the $15.00 be waived due to
the circumstances.  Your request for a
waiver was granted.
 
On December 22, 2014, our Customer
Service Research Department received your letter dated December 17, 2014, which
requested that the property inspection fee in the amount of $15.00 and the late
fee in the amount of $30.59 be waived.  On
that same day, an acknowledgment letter was sent to you informing you that the Customer
Service Research department would review and respond to your inquiry.
 
On January 16, 2015, you
contacted CMS to make your January 1, 2015 payment by phone.  At that time you informed the CMS representative
of your dispute regarding the fees assessed to your loan, stated that you could
not make your payment via the website, and asked that the pay by phone fee in
the amount of $15.00 be waived again. 
Once again, your request for waiver was granted. 
 
On January 22, 2015, CMS sent you
a response to your inquiry which informed you that the fees assessed to your
loan were valid and therefore would not be waived.  A copy of this letter is attached for ease of
reference. 
 
On January 30, 2015, you called
CMS upset that the fees on your loan had not been waived and requested to speak
to a Supervisor.  You were informed that the
supervisor was not available but the CMS representative informed you that a
message would be sent to the supervisor to call you back.  On February 16, 2015, we received your
payment via the CMS website that included the February 1, 2015 payment plus the
late fee and property inspection fee due on your loan. 
 
Based on the foregoing, we
conclude that the property inspection was requested and completed in accordance
with the established policy and procedure and the late fee was also accurately
assessed in accordance to the terms and conditions of the note.  Nevertheless, as an expression of our
commitment to the highest standards of customer satisfaction, per your
discussion with the CMS Supervisor [redacted] on February 19, 2015, CMS has
agreed to waive the late fee in the amount of $30.59.    
 
We would like to take this
opportunity not only to sincerely apologize for any inconvenience that you may
have experienced, but also to thank for bring this matter to CMS’s
attention.  CMS is always interested in
how we may improve service levels, and your feedback is important. 
 
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.

November 9, 2015
Original sent via
regular mail
[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 (“Revdex.com”) received in our office via email
on October 19, 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
state that due to an increase in your property taxes, your overall mortgage
payment increased. You then state that you spoke with the CMS Customer Service
Department and were not satisfied with the level of customer service you
received. You then allege that because you spoke with the CMS Tax Department,
CMS reported your loan in “forbearance” on your credit report. Your desired
resolution is that CMS remove the forbearance status from your credit report
and provide an explanation for the increase in your monthly mortgage payment.
At the outset, please note that
the servicing of your Veterans Administration (“VA”) insured loan was
transferred from [redacted] (“[redacted]”) to CMS on April 2, 2015.  On April 6, 2015, CMS issued you a Notice of
Service Transfer (“Hello Letter”) notifying you of the service transfer to
CMS.  At the time of the service transfer
your loan was contractually current and next due for the May 1, 2015 mortgage
payment in the amount of $1,511.12.  This
payment consisted of a fixed principal and interest payment in the amount of $1,341.05
and a monthly escrow payment in the amount of $170.07
On April 30, 2015, our records
indicate that CMS received a payment in the amount of $1,511.12. On this same date, CMS applied these funds to
your May 1, 2015 mortgage payment. 
On May 20, 2015, CMS completed an
initial escrow analysis on your loan and issued you the attached escrow
analysis.  The escrow analysis projected
total annual escrow disbursements in the amount of $1,994.12, which includes a
hazard insurance premium in the amount of $681.72 and yearly property taxes in
the amount of $1,312.40.   
RESPA guidelines limit the amount of
funds a loan servicer may require a borrower to hold in an escrow account,
commonly known as an escrow cushion. 
Although RESPA does not require the lender to maintain an escrow
cushion, RESPA does allow a loan servicer to maintain an escrow cushion equal
to two months or one-sixth of the total annual disbursements paid out of an
escrow account.
Because the total annual escrow
disbursements for this loan have been projected to be $1,994.12, your escrow
account is required to have a minimum balance of $332.34 at all times.  Based upon the projected date your annual
hazard insurance premium and property tax payments are disbursed, CMS
determined that your escrow account will only have a balance of $121.16 in
March 2016.  Because you are required to
have a minimum balance of $332.24 in the escrow account at all times, CMS
determined that the escrow account contained a negative escrow shortage in the
amount of $211.18.
In order to prevent any undue hardship,
CMS spread the escrow shortage of $211.18 over a period of twelve months, which
resulted in an increase to your monthly mortgage payment from $1,511.12 to $1,524.81
effective with the July 1, 2015 mortgage payment.  For your ease of reference, a breakdown of
the July 1, 2015 mortgage payment is outlined below:
Principal and
Interest:                        $       1,341.05
            Base
Escrow Collection:        $          166.17             ($1,994.12
divided by 12)
            Monthly
Escrow Shortage:    $           
17.59             ($   211.18 divided by 12)
            July
1, 2015 Payment             $       1,524.81
On June 2, 2015, our records
indicate that CMS received a payment in the amount of $1,511.12 which was
applied to your June 1, 2015 mortgage payment. Thereafter, on July 2, 2015, CMS
received a payment in the amount of $1,524.81 which was applied to your July 1,
2015 mortgage payment. Then, on August 4, 2015 CMS received a payment in the
amount of $1,524.81 which was applied to your August 1, 2015 mortgage payment.
On August 20, 2015 the CMS Tax
Department received an unpaid property tax bill from [redacted] Tax
Collector in the amount of $1,305.68. This amount represented the first half of
your semi-yearly tax bill due on or before September 1, 2015, and the second
half will be due on or before March 1, 2016. The county tax bill confirmed that
your property taxes increased from $656.20 semimonthly ($1,312.40 yearly) to $1,305.68
semi-monthly ($2,611.36 yearly). To account for the tax increase, the Tax
Department updated your loan and requested a new escrow analysis be completed.
On September 3, 2015, our records
indicate that CMS received a payment in the amount of $1,524.81which was applied
to your September 1, 2015 mortgage payment.
Then, on September 18, 2015 CMS re-analyzed
your loan and issued you the attached escrow analysis.  The escrow analysis projected total annual
escrow disbursements in the amount of $3,293.08, which includes a hazard
insurance premium in the amount of $681.72 and your yearly property taxes in
the amount of $2,611.36.
Because the total annual escrow
disbursements for this loan have been projected to be $3,293.08, your escrow
account is required to have a minimum balance of $548.84 at all times.  Based upon the projected date your annual
hazard insurance premium and property tax payments are disbursed, CMS
determined that your escrow account will have a negative balance of $291.77 in
April 2016.  Because you are required to
have a minimum balance of $548.84 in the escrow account at all times, CMS
determined that the escrow account contained an escrow shortage in the amount
of $840.61.
In order to prevent any undue hardship,
CMS spread the escrow shortage of $840.61 over a period of twelve months, which,
along with any increase to your previously escrowed items, resulted in an
increase to your monthly mortgage payment from $1,524.81 to $1,685.52 effective
with the November 1, 2015 mortgage payment. 
For your ease of reference, a breakdown of the November 1, 2015 mortgage
payment is outlined below:
Principal and
Interest:                        $     1,341.05
            Base
Escrow Collection:        $          274.42             ($3,293.08
divided by 12)
            Monthly
Escrow Shortage:    $           
70.05             ($   840.61 divided by 12)
            November
1, 2015 Payment   $       1,685.52
On October 1, 2015, you contacted
CMS to inquire about your payment increase. 
The CMS representative notified you that CMS paid the property taxes in
the amount of $1,305.68.  You stated that
your taxes should have been $1,305.68 for the year, and not per installment. In
an effort to assist you in confirming accuracy of the tax disbursement, the CMS
representative requested that the Tax Department research your concern. The CMS
representative advised you to contact CMS back on October 12, 2015.
Thereafter, on October 5, 2015,
our records also indicate that CMS received a payment in the amount of
$1,524.81 which was applied to your October 1, 2015 mortgage payment.
On October 14, 2015 you spoke
with the CMS’s Customer Service Department. You again stated that you believed
CMS errored in disbursing the wrong amount for your property taxes,
subsequently increasing your monthly payment.
The CMS representative reviewed
the escrow account on your loan and submitted a request to our Tax Department
to confirm the information shown on the system. During this call you requested
to speak with a supervisor to file a formal complaint regarding the tax
information on your escrow account.
Your call was then transferred to
a supervisor, who again reviewed the information with you and again confirmed
that a research request had been submitted to the CMS Tax Department to confirm
the accuracy of the information. After the supervisor reviewed the issue with
you, you disconnected the call.
On October 15, 2015 the CMS Tax
Department confirmed with the [redacted] Tax Collector that your property
taxes had increased, and confirmed that CMS had paid the correct amount of
$1,305.68 for the first installment of your 2015 property taxes.
Regarding the “forbearance”
status reported on your credit report, we have completed a review of your loan
and determined that, due to an inadvertent error by one of CMS’s software
vendors, an inaccurate status was reported to the credit reporting
agencies.  The error was not due to any
action on CMS’s part, and we specifically deny your allegation that the
reporting error was made purposefully in retaliation for your inquiries
regarding your escrow payments. Please be advised that CMS has already
corrected the credit reporting status of your loan and received confirmation
from all four credit agencies ([redacted], [redacted], [redacted] and [redacted]) that
the credit reporting for your account has been updated and accurately reflects
the status of your loan.
Please further note that you are
entitled to order (every 12 months) a free copy of your credit report from each
of the major credit reporting agencies by calling [redacted] or visiting [redacted].  Please note this website is the only one that
is government authorized to provide you with free copies of your credit report.
  
Based on our investigation, CMS has
confirmed that due to the increase in your county taxes, CMS’s escrow collections
and disbursements are accurate. Additionally, CMS sincerely apologizes for any
perceived uncooperative or unprofessional customer service you allege to have
received. Lastly, we sincerely apologize for any inconvenience the credit
reporting error may have caused, and we assure you that we are taking steps to
ensure there are no future reoccurrences.
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, 8:00 AM to
5:00 PM, Eastern Time.
Sincerely,
[redacted]
[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] 92803, or
calling [redacted].  Please include
your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for
Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m.
to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our
website at [redacted].
-IMPORTANT BANKRUPTCY
NOTICE-
If you have been discharged from personal liability on the
mortgage because of bankruptcy proceedings and have not reaffirmed the
mortgage, or if you are the subject of a pending bankruptcy proceeding, this
letter is not an attempt to collect a debt from you but merely provides
informational notice regarding the status of the loan.  If you are represented by an attorney with
respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus.
Late payments, missed payments, or other defaults on your account may be
reflected in your credit report.  As
required by law, you are hereby notified that a negative credit report
reflecting on your credit record may be submitted to a credit reporting agency
if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the
purpose of collecting a debt and any information obtained will be used for that
purpose. This notice is required by the provisions of the Fair Debt Collection
Practices Act and does not imply that we are attempting to collect money from anyone
who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list
of HUD-approved homeownership counselors or counseling organizations in your area
by calling the HUD nationwide toll-free telephone number at [redacted] or
toll-free TDD [redacted], or by going to
[redacted]. You can also contact the CFPB
at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY
ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from
discriminating against credit applicants on the basis of race, color, religion,
national origin, sex, marital status, or age (provided the applicant has the
capacity to enter into a binding contract); because all or part of the
applicant’s income derives from any public assistance program; or because the
applicant has, in good faith, exercised any right under the Consumer Credit
Protection Act. The Federal Agency that administers CMS’ compliance with this
law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC
20580.
-SCRA DISCLOSURE-
MILITARY
PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the
military, please contact us immediately. 
The federal Servicemembers Civil Relief Act and comparable state laws
afford significant protections and benefits to eligible military service
personnel, including protections from foreclosure as well as interest rate
relief.  For additional information and
to determine eligibility please contact our Military Assistance Team toll free
at [redacted].
-NOTICES OF ERROR AND
INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching
our determination.  You may request such
documents or receive further assistance by contacting the Customer Service
Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m.
Eastern Time or by mail at [redacted].
North Carolina:
Carrington
Mortgage Services, LLC is licensed under the North Carolina Agency Permit No.
[redacted] & [redacted] and North Carolina Secure and Fair Enforcement Mortgage
Licensing Act. [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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]

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]  
RE:      Loan No.:                   ...

[redacted]
            Property Address:       [redacted]                          
            Revdex.com Complaint No.: [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 received in our office via email on October 17, 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 be advised that our Customer Advocacy Department initially received your complaint addressed to our Office of the President on October 9, 2014 which raises the very same issues as this complaint.  Accordingly, the loan was researched and the attached response was sent to your attention via email by our Customer Advocacy Department on November 7, 2014.  
We trust that this communication addresses all of the concerns noted in the complaint.  If you have any further questions, please contact the undersigned at ###-###-####, Monday through Friday, 8:00 AM to 5:00 PM, 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 ###-###-####.  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 ###-###-####.
-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 ###-###-####.
-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 ###-###-####, 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.

Please find the attached response and supporting documentsDear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on November 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 the complaint.As we understand your complaint, you state that due to an illness you fell behind on your mortgage payments. In your complaint you state that you requested CMS to provide a copy of the Notice of Intent to Foreclose issued on your loan. You go on to explain that once you receive this document you will be able to request a hardship withdrawal from your 401K retirement account. Moreover, you expressed frustration at having previously requested this information from CMS without success. Lastly, you state that CMS had failed to provide you a timeframe regarding the completion of the foreclosure.At the outset, please note that CMS acquired the servicing rights to this loan from [redacted] (“[redacted]”) on or about April 2, 2015. CMS sent you the attached notice of transfer of servicing rights on April 9, 2015 advising you of this transfer. At the time of the service transfer your loan was contractually current and next due for the April 1, 2015 mortgage payment in the amount of $901.11. This payment consisted of a fixed principal and interest payment in the amount of $676.60 and a monthly escrow collection in the amount of $224.51A review of our records confirmed that on May 6, 2015 CMS received a payment in the amount of $901.11, which was applied to the April 1, 2015 payment. Later, on May 30, 2015 CMS received a payment in the amount of $901.11, which was applied to the May 1, 2015 payment.Because CMS failed to receive the payments due on June 1, 2015 and July 1, 2015, on July 7, 2015, CMS issued you the attached Notice of Intent to Foreclose (“NOI”). This notice explained that the loan was in default for the nonpayment of the June 1, 2015 payment in the amount of $901.11 and the July 1, 2015 payment in the amount of $924.98 for a total amount due of $1,826.09 to cure the delinquency. This letter also notified you that failure to cure the delinquency within thirty (30) days from the date of the letter could result in the acceleration of the sums secured by the Mortgage and in the sale of the property.On July 8, 2015 CMS received a payment in the amount of $1,827.00, of which the amount of $901.11 was applied to the June 1, 2015 payment, $924.98 was applied to the July 1, 2015 payment, and the remainder, $0.91, was applied towards the principal balance.On August 18, 2015, CMS sent you a No Payment Letter (“NPL”) which confirmed that CMS had not received your August 1, 2015 payment in the amount of $924.98 and that a late charge was assessed in the amount of $36.99 as of August 17, 2015. The total amount due was $961.97. Enclosed please find a copy of the NPL for your ease of reference.On August 25, 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. As a result, CMS did not assess any late fees, perform any negative credit reporting, or issue an NOI during the disaster declaration period. Enclosed please find a copy of the NDDL for your ease of reference.On September 15, 2015 you spoke with our Customer Service Department which advised you of the total amount due in the amount of $1,886.95. During this conversation you explained that you had experienced a hardship which caused you to fall behind on your payments. In an effort to assist you the CMS representative reviewed the loss mitigation options on your loan with you. Further, the CMS representative offered to obtain updated information regarding your financial circumstances to better assess what loss mitigation options were available to you; however, you declined to provide the information.Moreover, during this conversation you stated that you needed a copy of the NOI for the purposes of requesting a hardship withdrawal from your 401K retirement account. The CMS representative proceeded to state that an NOI would be automatically generated for the month of August 2015 due to the delinquency on your loan. Regrettably, the representative failed to realize that, due to your property being in a NDDL, an NOI would not be generated for the month of August 2015. CMS would like to apologize for any miscommunication that may have occurred. The CMS representative did, however, mail you a request for mortgage assistance application.On October 19, 2015, you again spoke with the CMS Customer Service Department to request a letter which would confirm the status of your loan. You also inquired as to the status of the foreclosure action on your loan. The representative explained that your loan was not in a foreclosure status.The CMS representative did confirm that CMS could provide a letter to you which would confirm the account status of your loan and provide a total amount due to bring the loan current. The CMS representative then opened a research investigation task on behalf of the Customer Research Department to prepare the aforesaid letter.On October 23, 2015 CMS mailed you a letter which generally confirmed the delinquent status of your loan and provided a total amount due to bring the loan current in the amount of $2,885.91, which consisted of your August 1, 2015 through October 1, 2015 mortgage payments in the amount of $2,774.94 and late charges in the amount of $1,10.97.On November 13, 2015, our servicing notes indicate that CMS ordered a new NOI be issued on your loan. The NOI was generated on November 17, 2015 and mailed to you on or about November 20, 2015.On November 18, 2015 you spoke with the Customer Service Department and again explained the medical hardship you had experienced. You again stated that you were attempting to access funds from your 401k retirement account and needed a copy of the NOI. The CMS representative explained that the NOI had been ordered on November 13, 2015. The representative also advised you that the mortgage assistance packet could also be accessed through the CMS Loan Servicing Website (“LSW’’), and explained the loss mitigation options available to you.On November 20, 2015 you spoke with CMS and stated that you had completed you mortgage assistance application and uploaded to the LSW. You also inquired regarding the NOI and again explained that you needed a copy of the NOI to complete the process of accessing funds from your 401k retirement account. The representative explained that the NOI had been mailed that day. You stated that CMS had previously advised you that this notice had been sent to you on November 13, 2015, and explained that you had recorded the last telephone conversation which confirmed this information. You then requested to speak with a supervisor, but our notes indicate that a supervisor was unavailable to take your call. While CMS sincerely regrets that a Supervisor was unavailable to take your call at the exact moment that you requested to speak to a Supervisor, the CMS representative did transfer your call to a CMS supervisor’s voicemail upon your request.On November 23, 2015 CMS received your loan modification application for consideration under the Home Affordable Modification Program (“HAMP"). On this same day you spoke with the Customer Service Department and informed them that you had uploaded the mortgage assistance documents to the LSW and sent them to CMS via regular mail. The CMS representative then reviewed your submission to determine what if any information was missing from the initial packet.You stated you would mail and upload the requested documents into the LSW. You requested that the CMS representative fax you a copy of the October 23, 2015 letter to [redacted]. The CMS representative explained they would have this letter faxed to you within twenty four (24) to forty eight (48) hours.On November 24, 2015 a CMS representative called you to confirm that a copy of the October 23, 2015 had been faxed to [redacted]. Later on this same day, you called CMS and stated that you would be sending certified funds in the amount of $3,847.88 via overnight delivery.On November 24, 2015 CMS issued you an Incomplete Package Acknowledgment Notice (“IPAN”) which confirmed that CMS was in receipt of your mortgage assistance application, but that your application was incomplete. Additionally, our records indicate that the IPAN advised you to submit the missing information on or before December 24, 2015. For your ease of reference, enclosed please find a copy of the IPAN.On this same date, CMS received the additional documents and confirmed the hardship application was complete. Your application was then sent to the Underwriting Department on December 2, 2015 for further consideration.Later on this same day CMS received funds in the amount of $3,847.88, which were applied to the August 1, 2015 payment in the amount of $924.98, the September 1, 2015 payment in the amount of $924.98, the October 1, 2015 payment in the amount of $924.98, the November 1, 2015 payment in the amount of $924.98, and late charges in the amount of $147.96.As of the date of this letter your loan is due for the December 1, 2015 payment in the amount of $924.98. For your ease of reference, attached please find a payment history.On December 8, 2015 the Underwriting Department issued a new Incomplete Package Notice (“IPN”) advising you of missing information that needed to be submitted on or before January 7, 2016. The IPN specifically requested for you to submit an updated disability award letter or additional paystubs. Should you have any questions regarding your request for mortgage assistance, we encouraged you to contact our office at [redacted].Lastly, please note that your our records do not indicate that your loan was ever in a foreclosure status. 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 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

[redacted]F /KJ A [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 June 3, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.As you are aware, the servicing of this [redacted] ("[redacted]") insured loanwas transferred from [redacted] to CMS on October 2, 2014. On October 6, 2014, the attachedNotice of Service Transfer ("Hello Letter") was issued to you notifying you of the servicetransfer to CMS. At the time of the service transfer your loan was contractually current andshowing due for the October 1, 2014 mortgage payment.A review of our records found that you contacted CMS on January 15, 2015 explaining that Mr.[redacted] was unemployed and you were interested in receiving mortgage assistance. The CMSrepresentative provided you with the available loss mitigation options for your [redacted] loan andinformed you that CMS would send you a blank mortgage assistance request for you to fill outand return to CMS. The blank mortgage assistance application was sent to you via first classmail on January 19, 2015.On January 27, 2015, CMS received your application for mortgage assistance. A preliminaryreview of your application found that CMS was not in receipt of a copy of your federal taxreturns nor was CMS in receipt of a completed 4506T-EZ form. Accordingly, CMS issued youthe attached Initial Package Acknowledgement - Incomplete Notification ("IPA-IN") on January29, 2019. The IPA-IN required that CMS be in receipt of all missing information on or beforeMarch 5, 2015. That same day, CMS spoke with you and provided you an itemization of themissing information.Shortly thereafter, CMS received additional information from you. A review of the additionalinformation found that CMS was not in receipt of the requested 4506T -EZ form. Please beadvised that CMS received the attached 4506T-EZ form; however, the form includedinformation within section 1a and 2a that would have resulted in the form being rejected byInternal Revenue Service ("IRS"). On January 7, 2015, CMS received additional informationwhich was a duplicate of the information CMS previously received from you.On February 17,2015, CMS spoke to you and informed you of the missing information and alsoexplained that the names on the 4506T-EZ form must be documented exactly as your namesappear on your federal tax returns. You agreed to submit the corrected 4506T-EZ form to CMSat your earliest convenience.The following day, CMS again spoke with you and during this phone conversation you explainedthat you already sent the 4506T-EZ form to CMS along with a copy of your federal tax return.The CMS representative again explained that the 4506T -EZ form that CMS received did notdocument your names as outlined within your federal tax return. The CMS representative sentyou a new blank 4506T-EZ form via email and you again agreed to send CMS the corrected4506T -EZ at your earliest convenience.At the time of this phone conversation, your loan was showing due for the January 1, 2015mortgage payment. It was during this phone conversation that you inquired if you should makeyour mortgage payments. The CMS representative explained that if you had the capacity tomake the mortgage payments that you should do so.Please note that if you indicated that you would be unable to make a payment and were in theprocess of being reviewed for mortgage assistance, CMS would not be actively attempting tocollect payments from you. This acceptance and understanding that you were unable to makemortgage payments in no way was an indication that you were not required to make mortgagepayments. Regardless, CMS sincerely apologizes for any communication that you understoodas direction not to make mortgage payments when you had the ability to pay.On February 18,2015, CMS issued you the attached Notice of lntent to Foreclose (''NOI"). Thisnotice explained that the loan was in default for the nonpayment of the January 1, 2015contractual payment and provided $1,858.74 as the amount required to cure the delinquency.This letter also notified you that failure to cure the delinquency within thirty days may result inacceleration of the sums secured by the Mortgage and in the sale of the property.On February 20, 2015, CMS received additional information from you. On February 23, 2015,CMS spoke to you and confirmed receipt of the additional information; however, CMS had notyet reviewed the additional information to determine whether you provided all missinginformation to CMS.During this phone conversation, you were again notified that your loan was past due for theJanuary 1, 2015 mortgage payment and were encouraged to bring your loan current. Youexplained that Mr. [redacted] was unemployed as of December 2014, that you would be mailing theJanuary 1, 2015 payment to CMS on February 19, 2015, and you would make the February 1,2015 payment in March.On February 25,2015, CMS reviewed the additional information that CMS received on February20, 2015 and determined that your application appeared to be facially complete. Accordingly,CMS requested a copy of the required title report and federal tax transcripts that same day. OnFebruary 27,2015, CMS received the January 1, 2105 mortgage payment.On March 4, 2015, CMS spoke with you and informed you that your application was complete.You were provided the status of the loan and confirmed that you would be attempting to bringthe loan contractually current during the mortgage assistance review. You were notified thatCMS was awaiting the return of the title report and tax transcripts.On March 16, 2015, CMS was not yet in receipt of the completed title report. That day, youcontacted CMS and explained that you received the above referenced NOI. The CMSrepresentative explained that your file was still being reviewed and provided you with the pastdue amount of $1,856.25. You notified the CMS representative that you would mail CMS amortgage payment in the amount of $899.25 on March 19, 2015. On March 17, 2015, CMSreceived the requested information and your file was then sent to the Underwriting Departmentfor further consideration.On March 27, 2015, you contacted CMS and explained that you would be making the February1, 2015 mortgage payment on April 3, 2015 as you did not make the mortgage payment onMarch 19, 2015 as you had initially intended. The CMS representative explained that becauseyour loan would be due for three mortgage payments, CMS would require that you pay two ofthe three mortgage payments. You indicated that you understood and would contact CMSshortly to make payment arrangements.On March 30, 2015, CMS spoke with you and provided you with the status of your loanmodification review. During this phone conversation, the CMS representative again informedyou that if you failed to make the February 1, 2015 payment on or before the last day in March2015, CMS would require that you pay two of the three payments that would become due onApril 1, 2015. Again, you indicated that you understood that you would be required to pay twoof the three payments that would become due on April 1, 2015. On March 31, 2015, youcontacted CMS and paid the February 1, 2015 mortgage payment via CMS phone paymentsystem.On April 3, 2015, CMS's Underwriting Department reviewed your mortgage assistanceapplication and discovered that CMS would need additional information from you in orderdetermine if you qualified for the available mortgage assistance options. It was determined thatCMS would need three consecutive pay stubs from you, along with an unemployment benefitapproval or denial letter, as well as a termination letter from Mr. [redacted]'s employer.Accordingly, the attached Incomplete Information Notice ("IfNH) was issued to you on April 7,2015. This IIN required that CMS be in receipt of the missing information on or before May 12,20 15. That same day, CMS spoke with you and provided you with a detailed itemization of themissing information.On April 8, 2015, CMS received additional information from you which included the attachedletter explaining that Mr. [redacted] was unemployed but did not apply for unemployment benefits.Regretfully, this letter did not provide CMS with the requested unemployment benefit approvalor denial letter or a termination letter from Mr. [redacted]'s employer. It was noted that with theincome you provided there was a monthly deficit of approximately $850.00 which would havevery likely resulted in a non-approval of the available home retention options.On April 17, 2015, CMS discovered that due to an inadvertent clerical error, the April 7, 2015IIN did not request you to provide a copy of a termination letter from Mr. [redacted]'s employer. Tocorrect the clerical oversight, CMS issued you a new IIN that day requesting unemploymentbenefit approval or denial letter or a termination letter from Mr. [redacted]'s employer as CMS wasalready in receipt of the requested paystubs. This new IIN required that CMS be in receipt of themissing information on or before May 22, 2015. On April 23, 2015, CMS provided you with adetailed itemization of the missing information.On May 5, 2015, CMS received the attached letter from Mr. [redacted]'s employer. On May 8, 2015,CMS spoke with you and you explained that you planned on paying the March 1, 2015 mortgagepayment within the near future. The CMS representative explained that because your loan wasdue for March 1, 2015 through May 1, 2015 payments, CMS would only accept two of the threepayments that were due at that time. This was the same information that was provided to you onMarch 27, 2015 and again on March 30, 2015. On May 11, 2015, the file was sent back to theUnderwriting Department for further consideration.On May 19, 2015, the underwriting department reviewed the letter from Mr. [redacted]'s employerwhich did not indicate the reason Mr. [redacted] was no longer employed by his previous employer.The letter was not signed by Mr. [redacted]'s previous employer, nor did the letter satisfy theUnderwriting Department's need to determine whether all potential sources of income wereexhausted.The letter did not provide the necessary clarification whether or not Mr. [redacted] may have beenentitled to severance pay or if Mr. [redacted] was eligible to receive unemployment benefits. Again,we note here that the financial information in CMS's possession would very likely have returneda non-approval for your mortgage assistance request due to the large income deficit regardless ofwhether Mr. [redacted] may have been eligible for severance pay or unemployment benefits.Consequently, the file was returned from the Underwriting Department and the attached new IINwas issued to you on May 21, 2015. This new IIN requested that CMS be in receipt of threemonths of bank statements along with an unemployment benefit approval or denial letter on orbefore June 25, 2015.That same day, CMS received the requested three months of bank statements via email. Inaddition, your email explained that Mr. [redacted] had not applied for unemployment benefits sincehis departure from his employer in December 2014.On May 29, 2015 your file was sent back to the underwriting department for furtherconsideration. On June 1, 2015, it was noted that CMS would be unable to accept the email fromyou as evidence that Mr. [redacted] was approved or denied for unemployment benefits. CMS issuedyou a new IIN on June 3, 2015 again requesting that you provide evidence that Mr. [redacted] waseither approved or denied for unemployment benefits.While CMS has been unable to determine the reason why Mr. [redacted] would not have applied forunemployment benefits, CMS submitted the file to [redacted] on June 3, 2015. On June 9, 2015,CMS received a letter from you explaining that you were unable to obtain an approval or denialletter as Mr. [redacted] did not apply for unemployment benefits. On June 12, 2015, you spoke with aCMS supervisor who informed you that your file was submitted to [redacted] for approval. It wasexplained that CMS has been diligently attempting to secure additional income as your financialcircumstances would very likely result in a non-approval of your mortgage assistance requestdue to the large financial deficit.That day, you explained that although Mr. [redacted] did not apply for unemployment benefits, youwere expecting additional income from your employment and believed that you would be able tobring the loan current but that you needed more time to do so. The CMS supervisor agreed toaccept two payments that day and a payment on June 30, 2015, followed by two payments onJuly 15, 2015, to bring your loan contractually current. The CMS supervisor agreed to waive thecustomary $15.00 phone payment fees. That day, you scheduled three phone payments asoutlined above.As of the date of this letter, your loan is showing due for the May 1, 2015 mortgage payment andCMS is pending a response from [redacted] regarding the final determination of your mortgageassistance request. CMS will promptly notify you of the final determination once received fromthe [redacted].In response to your request that CMS remove any derogatory credit reporting, please be advisedthat CMS is obligated by federal law to provide timely and accurate credit reporting in regard tothe current loan status, payment history and loan information. We have determined that theinformation reported to the major credit bureaus properly reflects your payment history and loaninformation; therefore, unable to make the requested changes to the reported information.Based on the foregoing, we believe the record is clear that CMS has diligently attempted toprovide you with mortgage assistance although CMS has been unable to determine why Mr.[redacted] has not applied for unemployment benefits. We note here again that, if received, thosebenefits may have had an impact on whether the mortgage assistance application would begranted. It is also clear that CMS has informed you to continue making mortgage paymentsthroughout the mortgage assistance process and has agreed to accept payments less than the totalamount due in an effort to assist you in avoiding foreclosure. Should you wish to further discussany aspect of your loan, we encourage you to contact CMS 's Horne Retention 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 Advocate CC: Revdex.com

We wrote you earlier this month about Carrington Mortgage Services and the poor services they were giving us and received the ID [redacted]. We sent the March payment on 4th of March 2015 and as yet we have not seen it applied to our transaction activity nor have we seen it come through our bank...

account. We will be paying off this account as of the 18th of this month which will leave an escrow account of over $2,000 at time of payoff. To add salt to the wounds they informed us it would take 60 to 90 days to receive the escrow which is our money once the balance owed is paid. They have the money and will have no reason to keep it since the mortgage will paid off before the taxes are due and instead of their using the escrow to pay the first half of taxes on our property they need to give us the escrow amount so that we can pay the property taxes in person with our returned escrow monies. They even want us to pay an $10 fee for recording cost. I would like to know why we have to pay that as we are not starting a mortgage but rather closing one and their responsibility to record the closing of the account. The money is in the mortgage account and it should not take 60 to 90 days to write a check and send it to us since it is our money not theirs.Desired Outcome: The escrow account should be returned asap when they receive our payment in full where the mortgage is concerned which means they will not be handling our account when the taxes are due in May and all escrow monies are to be returned to the customer, they have I'm sure made interest off our monies and now we just want to be free of them in our lives and to be treated with respect and have our money back in our hands.

October 17, 2016     Original response sent via regular mail   [redacted]               RE:       Loan...

No.:                       [redacted]                         File No.:                         [redacted]                         Borrower:                       [redacted]                         Co-borrower:                  [redacted]                         Property Address:           [redacted]   Dear Mr. & Mrs. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on September 22, 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 refinanced your loan with CMS in February of 2016 and that you postponed processing your February 1, 2016 mortgage payment per the instruction of the CMS loan officer. You go on to say that your loan should have funded on February 29, 2016; however, you indicate that your prior loan was not paid in full until March 1, 2016 which resulted in a thirty (30) day account delinquency on your credit report. Further, you allege that you submitted a credit inquiry to CMS and that our office has failed to address your concerns or issue a response pursuant to applicable law. As a result, your desired resolution is for CMS to remove the thirty (30) day account delinquency reported on your credit report, to update your account status and payment history with the credit reporting agencies, and for CMS to provide you with $1,000 compensation.   As a preliminary matter, on February 3, 2016, CMS received your signed Acknowledgment of Intent to Proceed with the refinance application along with the disclosures. The following day, on February 4, 2016, CMS submitted your refinance application to our Loan Processing Department for review. Then, on February 9, 2016, our Loan Processing Department submitted your complete refinance application to our Underwriting Department for a final review. On February 11, 2016, our Underwriting Department approved your refinance application and your loan was clear to close on February 18, 2016. Finally, CMS is happy to confirm that your loan closed on February 23, 2016 – less than thirty (30) days from the date that we received your signed Acknowledgment of Intent to Proceed with the refinance application.   It is important to understand that you had the right to cancel the transaction, without cost, within three (3) business days from the date that you signed your closing documents or received the Notice of Right to Cancel. Our records indicate that you signed your closing documents and received the Notice of Right to Cancel on February 23, 2016. Consequently, if you wanted to cancel the transaction, your notice of cancellation was required to be received in our office by no later than midnight of February 26, 2016. As you already know, you did not elect to cancel your transaction and CMS was able to significantly reduce your loan interest rate from your prior loan rate of 5.00% to your current loan rate of 3.75% and your monthly principal and interest payment also decreased by $142.81, from $1,117.45 to $974.64.   Because we are required by law to honor your right to cancel the transaction, please understand that the earliest possible business day that CMS could fund your loan was February 29, 2016. Accordingly, our records indicate that your loan did fund on February 29, 2016. The very next day, on March 1, 2016, CMS recorded your Deed of Trust in the County of Los Angeles. That same day, upon receiving confirmation that the Deed of Trust had been recorded, CMS paid your loan in full.   We are unable to find any evidence to support your allegation that the CMS loan officer instructed you to not make your February 1, 2016 mortgage payment. As a reminder, all of your mortgage payments are due on the first (1st) day of each month, and are considered late as of the second (2nd) day of the month. If the payment is not received by CMS on or before the sixteenth (16th) day of the month, a late fee will be assessed to your account. Also, any payment received by CMS after the month in which the payment became due may be reported to the credit reporting agencies as delinquent. Furthermore, please understand that pursuant to your mortgage loan documents, it is your sole responsibility to make your mortgage payments timely regardless of the status of a refinance or a separate loan application. Consequently, that is the reason why CMS reported the thirty (30) day account delinquency on your February 1, 2016 mortgage payment.   In addition to the clear terms of your mortgage loan documents, please note that on February 3, 2016, CMS also provided you with a Notice Regarding Loan Payment (“NRLP”). The purpose of the NRLP was to advise you of the importance of making your monthly mortgage payments on-time. Specifically, the NRLP clearly advised you that regardless of the status of your refinance application, your current mortgage payment must be made timely to prevent any late fees or derogatory credit reporting. The NRLP properly advised you that any payment that is thirty (30) days past due will be reported the credit reporting agencies as delinquent and strongly encouraged you not to skip your current month’s payment. For your reference and review, attached hereto as Exhibit “A” please find a copy of the NRLP that you acknowledged and signed on February 3, 2016.   As you are already aware, notwithstanding the above, and solely as an expression of our commitment to the highest standards of customer satisfaction and not as an admission of fault, wrongdoing, or the validity of your allegations, CMS had already suppressed the reporting of the thirty (30) day account delinquency with all major credit reporting agencies (TransUnion, Experian, and Equifax). CMS took this step long before receiving your complaint to the Revdex.com. For your reference and review, attached hereto as Exhibit “B” please find a copy of the Automated Universal Data (“AUD”) form that we submitted to the credit reporting agencies on April 21, 2016.   Based on the foregoing investigation and review of your account, our records are clear that CMS has addressed all of your concerns and submitted a request to update your credit report to remove the derogatory information previously reported by CMS. Furthermore, our records are also clear that CMS has not engaged in any type of illegal activity or predatory practices, has abided by all federal and state laws, and has properly serviced your loan pursuant to the terms of your mortgage loan agreement. As it pertains to your refinance application and the closing of your new loan, we believe the record is clear that CMS was professional and as timely as possible with the entire loan application review and approval process. As a result, contrary to your allegations, we are unable to find any evidence of wrongdoing on CMS’s behalf and submit that your refinance application was reviewed properly and pursuant to applicable law and program guidelines.   Nevertheless, solely as an additional expression of our commitment to the highest standards of customer satisfaction and not as an admission of fault, wrongdoing, or the validity of your allegations, we are prepared to discuss your request for compensation. In order for us to fully evaluate your request, please forward any evidence you may have to support your claim that you were denied credit due to credit reporting by CMS. For example, please forward any statements of credit denial or communications you may have received referencing the CMS reporting at issue as the basis for refusing to extend credit. Once we have evaluated that information, we will work with you to reach a reasonable and fair resolution. To expedite receipt of the information, please send it via facsimile to my attention at [redacted].   In closing, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].    [This space intentionally left blank]   We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.     Sincerely,       [redacted] Customer Advocate   CC:      Revdex.com   IMPORTANT DISCLOSURES   -INQUIRIES & COMPLAINTS- For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or by calling [redacted].  Please include your loan number on all pages of correspondence.  The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.   -IMPORTANT BANKRUPTCY NOTICE- If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.  If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.   -CREDIT REPORTING- We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report.  As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.   -MINI MIRANDA- This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.   -HUD COUNSELOR INFORMATION- If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].      -EQUAL CREDIT OPPORTUNITY ACT NOTICE- The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.   -SCRA Disclosure- MILITARY PERSONNEL/SERVICEMEMBERS:  If you or your spouse is a member of the military, please contact us immediately.  The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief.  For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].   -NOTICES OF ERROR AND INFORMATION REQUESTS- You have the right to request documents we relied upon in reaching our determination.  You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

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]

January 18, 2017   Original Sent Via Email   [redacted]     RE:      Loan No.:                    [redacted]...

                        Property Address:       [redacted]             Case No.:                    [redacted]
*   Dear Ms. [redacted]:   The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint (“Inquiry”) filed with the Revdex.com (“Revdex.com”) received in our office electronically via email on December 30, 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.   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: [redacted]
[redacted]
[redacted]
[redacted]
[redacted]   Carrington Mortgage Services 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]   Please note that this letter and the related documents are provided for informational purposes only, and in response to your inquiry.        First, to the extent that the statements in your letter consist of allegations of wrongdoing of any nature by CMS or otherwise, all such allegations are denied.    Your Inquiry states that CMS did not process a requested Payoff Statement for several weeks. Further, your Inquiry states that CMS provided an incorrect payoff statement that included nearly $8,000.00 in interest and $440.00 in late fees. Further, your Inquiry states that CMS did not remedy the situation in an appropriate time period. Lastly, your Inquiry states that CMS charged an additional $100.00 in interest after attempting to remedy the situation.   Your desired resolution is for CMS to pay the amounts back in full, including overages and interest accrued for extra days of reprocessing.   Our records indicate that on December 22, 2016, CMS received a payoff request from [redacted] CMS was unable to generate a payoff statement as the name on the authorization ([redacted]) did not match CMS records. CMS requested for [redacted] to resubmit the payoff request with authorization and proof that you had legally changed your name.  Our records further indicate that on December 27, 2016, [redacted] called CMS and CMS advised again that the payoff statement could not be generated without a revised authorization.  The following day, CMS received a corrected payoff request which matched our system of record.  A copy of the original request is enclosed for your reference.   Our records indicate that CMS provided a payoff statement on December 28, 2016 (“December 28, 2016 Payoff Statement”) showing a total payoff amount of $148,939.96 with a good through date of “December 31, 2017”. Our records further indicate that CMS provided an updated payoff statement on December 29, 2016 (“December 29, 2016 Payoff Statement”) remedying the typographical error in date. CMS expedited the amended payoff statement and completed it within twenty-four hours.  The payoff amount on the December 29, 2016 Payoff Statement totaled $141,129.88 and reflected a good through date of December 31, 2016. This amount included $606.14 in interest and a recording cost of $54.00. The interest amount was calculated at thirty days of $20.2046 per day. A copy of the December 29, 2016 Payoff Statement is enclosed for your reference.   Further, our records indicate that on December 29, 2016 CMS received payoff funds totaling $141,129.88.  Additionally, on December 29, 2016, CMS advised you that an overage check would be sent to your attention within twenty to thirty days. A check in the amount of $902.74 was sent to your attention on January 13, 2017. Additionally, our records do not indicate any additional interest charged on your account.   In light of the above, we respectfully submit that CMS processed your payoff request timely and in accordance with applicable laws and the terms of the mortgage loan agreement. Moreover, all payoff funds have been accounted for and no additional refunds are due. We sincerely regret the initial typographical error in date on the December 28, 2016 Payoff Statement, but we note that the error was self-identified and corrected within twenty-four hours.   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] Customer Advocate Department   CC:      Revdex.com Tell us why here...

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

No.: [redacted]
Dear Mr. and Ms. [redacted]:
The Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on May 17, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in the inquiry.
As we understand your complaint, you state that you filed for protection under a Chapter 7 Bankruptcy approximately five years ago and that you did not reaffirm the debt before the mortgage debt was discharged. You explain that the servicing of your loan was transferred to CMS approximately a year ago and that you have received monthly mortgage statements from CMS until April 2016. Your complaint goes on to express dissatisfaction with the level of customer service you received from CMS while attempting to have CMS resume sending you monthly mortgage statements. The resolution you are requesting is for CMS to send you a mortgage statement every month.
As you know, the servicing of your loan was transferred from [redacted] (“[redacted]”) to CMS on April 2, 2015. On April 6, 2015, CMS issued the attached Notice of Service Transfer (“Hello Letter”) notifying you of the service transfer to CMS.
A review of our records found that you filed for protection under a Chapter 7 Bankruptcy, case number [redacted] on December 17, 2009. On March 16, 2010 the courts granted your request to discharge all secured and unsecured debts listed on your original petition. As you did not reaffirm the mortgage debt prior to obtaining the discharge, you were no longer personally liable to repay the discharged debt; however, the discharge did not extinguish the lien on the subject property. As such, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan.
Please allow us to apologize that you did not receive monthly statements for a period of time. In a routine internal review, CMS identified a potential weakness relating to the preparation of monthly mortgage statements for borrowers who were the subject of a previous bankruptcy filing. Out of abundance of caution, and to protect our borrowers’ interests, CMS made the business decision to briefly cease sending mortgage statements to such borrowers, which is why you received no mortgage statement from CMS during the month of April 2016.
Please be advised that CMS has since resolved the underlying issue and has resumed sending you mortgage statements effective as of May 17, 2016. A copy of the mortgage statement that was sent to you on May 17, 2016 is included here for your ease of reference. CMS would like to take this opportunity to sincerely apologize for any inconvenience you may have experienced due to the brief suppression of sending mortgage statements to you during the month of April 2016.
Regarding the alleged poor customer service and communication you received from CMS, an investigation concerning your allegations will be conducted by CMS and CMS will take whatever action necessary in light of our findings. CMS is sorry if you feel that your call was not as important as other calls that CMS’s Bankruptcy Department was handling at the specific time of your call. To clarify, it was not that your call was not important to CMS; rather, it may have been that all Bankruptcy Department representatives were unavailable to take your call at that moment because all bankruptcy representatives were already on phone calls at the moment you desired to be transferred. Nevertheless, we sincerely apologize if the level of customer service you received from CMS did not meet your expectations.
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 Research Department, [redacted] or fax your correspondence to [redacted].
Based on the foregoing, we believe the record is clear that CMS has resumed sending you mortgage statements as you have requested. Should you wish to further discuss any aspect of the mortgage loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at (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, [redacted], or by calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at https://carringtonms.com/.
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-EQUAL CREDIT OPPORTUNITY ACT NOTICE-
The Federal Equal Credit Opportunity Act prohibits creditors from discriminating against credit applicants on the basis of race, color, religion, national origin, sex, marital status, or age (provided the applicant has the capacity to enter into a binding contract); because all or part of the applicant’s income derives from any public assistance program; or because the applicant has, in good faith, exercised any right under the Consumer Credit Protection Act. The Federal Agency that administers CMS’ compliance with this law is the Federal Trade Commission, Equal Credit Opportunity, Washington, DC 20580.
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting Carrington Mortgage Services, LLC at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].

August 10, 2015
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

Dear Mr. [redacted]:
The [redacted] Department of Carrington...

Mortgage Services, LLC (“CMS”) is in receipt of a complaint filed with the Revdex.com (“Revdex.com”) regarding the above-referenced loan received in our office via email on July 16, 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 a preliminary matter, our records show that you filed for protection under a Chapter 13 Bankruptcy, case number [redacted] on February 25, 2008. On October 12, 2012 the courts granted your request to discharge all secured and unsecured debts listed on your original petition. As you failed to reaffirm the debt prior to obtaining the discharge, you were no longer personally liable to repay the discharged debt. However, the discharge did not extinguish the lien on the subject property.
Please note that CMS has attempted to assist you in retaining ownership of the property since 2010. To that end, on January 7, 2010, CMS began issuing you solicitation notices under the Home Affordable Modification Program (“HAMP”) that informed you of the no-cost programs designed to assist borrowers seeking to avoid losing a home to foreclosure. Because you did not respond to CMS’s initial solicitation effort, CMS issued a second HAMP solicitation notice to you on April 8, 2010. Our records show that you also failed to respond to CMS’s second attempt to provide you with mortgage assistance.
Over the following years, CMS continued efforts to provide you with mortgage assistance; however, due to the ongoing delinquency, and because CMS was not in receipt of your request for mortgage assistance, the subject loan was reviewed and approved for foreclosure effective April 6, 2013. The loan was contractually delinquent and due for the December 1, 2012 payment at the time of the foreclosure referral.
On May 29, 2013, CMS spoke with your Authorized Third Party (“ATP”), Ms. [redacted], who requested that CMS establish a Repayment Plan (“RPP”) to cure the outstanding delinquent balance owed. As requested, CMS extended a RPP requiring CMS to be in receipt of $3,000.00 on June 1, 2013 followed by two consecutive monthly payments in the amount of $1,961.50. CMS is able to confirm that the RPP was successfully completed on August 5, 2013 and the loan was reinstated from foreclosure showing due for the September 1, 2013 mortgage payment.
Regretfully, the loan again fell delinquent shortly thereafter, and CMS then began issuing new HAMP solicitation notices on August 26, 2015 informing you of the no-cost programs that were designed to assist borrowers seeking to avoid losing a home to foreclosure. Because you did not respond to CMS’s new solicitation effort, CMS issued a second HAMP solicitation notice to you on September 15, 2014. Our records show that you also failed to respond to CMS’s second attempt to provide you with assistance.
Due to the ongoing delinquency and because CMS was not in receipt of your mortgage assistance request, the subject loan was reviewed and approved for foreclosure effective October 18, 2014. The loan was contractually delinquent and due for the February 1, 2014 payment at the time of the foreclosure referral.
On December 19, 2014, CMS received your loan modification application for consideration under HAMP. A preliminary review of your application found that CMS was not in receipt of your lease agreement(s), a contribution letter, and a Quit Claim Deed (“QCD”). Accordingly, CMS issued you the attached Initial Package Acknowledgement – Incomplete Notification (“IPA-IN”) requiring CMS to be in receipt of all missing information on or before January 28, 2015. Regretfully, CMS was not in receipt of the missing information within the allotted timeframe. Consequently, CMS issued you the attached HAMP Non-Approval Notice on January 16, 2015.
On February 21, 2015, CMS received your new loan modification application for consideration under HAMP. A review of your application found that CMS was not in receipt of your benefit income award letter, proof of receipt of the benefit income, a child support award letter, and proof of receipt of child support income. As required, CMS issued you the attached IPA-IN requiring CMS to be in receipt of all missing information on or before March 28, 2015. On March 12, 2015, CMS received all of the missing information and your file was then sent to the Underwriting Department for final consideration.
On March 16, 2015, CMS completed the HAMP review and determined that the property was ineligible under HAMP because the property was non-owner occupied and you had no intent to retain the property. Consequently, CMS issued you the attached HAMP Non-Approval Notice informing you of the HAMP determination. For these same reasons, you were also ineligible for CMS’s alternative loan modification program. The same day, CMS issued you the attached loan modification Non-Approval Notice.
On April 24, 2015, you contacted CMS and requested a payoff statement. Because your loan was in an active foreclosure status, CMS was required to contact the foreclosure attorney’s office to obtain the amount of the outstanding foreclosure fees and costs. On May 15, 2015, CMS provided you with a copy of the attached payoff statement via email. CMS apologizes for any inconvenience you may have experienced due to the delay in providing you with this payoff statement.
On May 6, 2015, your ATP contacted CMS and explained that you desired to liquidate the property via a Short Sale (“SS”). The CMS representative notified your ATP that in order to consider your SS request, CMS must be in receipt of an offer to purchase the property, along with an updated request for mortgage assistance. The CMS representative intended to issue you a blank mortgage assistance application; however, due to an inadvertent clerical error, CMS issued you the attached SS Approval Notification template instead.
CMS would like to point out that the SS Approval Notification template did not provide any approval information such as the amount of the approved net proceeds, the contract sales price, commission amounts, an expiration date, or any other information indicating that the SS Approval Notice was a valid reflection of an actual approval.
CMS is uncertain as to why you would believe that the SS was approved when the SS Approval Notification template contained no information surrounding specific SS approval. We are also uncertain why your real estate agent did not notice that there was no specific approval information contained within the SS Approval Notification template. Moreover, CMS was not in receipt of any documentation from you regarding the SS offer you received nor was CMS in receipt of your request for mortgage assistance that your ATP was informed would be required for CMS to begin reviewing the SS request. Nevertheless, CMS sincerely apologizes for providing you with the SS Approval Notice template in error.
On July 10, 2015, CMS received your request for mortgage assistance for SS consideration with an offer in the amount of $77,500.00. A review of your application found that CMS was not in receipt of your completed 4506T-EZ form, the listing agreement, an estimated closing settlement statement (“HUD-1”), or the buyer’s loan approval/pre-qualification letter/ or proof of funds. Accordingly, CMS issued you the attached Initial Package Acknowledgement – Short Sale/Deed in Lieu Notice requiring that CMS be in receipt of all missing information on or before August 9, 2015. Shortly thereafter, CMS received some of the missing information.
As of the date of this letter, CMS is still not in receipt of the below outlined missing information. CMS encourages you or your real estate agent to provide CMS with the below missing information which can be sent to CMS via fax at [redacted] or via email at [redacted]. Upon receipt of the missing information, CMS will continue the necessary actions required to fully review your SS request.
• Updated pre-approval letter with the correct loan amount and purchase price.
• Buyer’s proof of funds for down payment.
• Addendum to the Purchase Contract (Current contract expires August 19, 2015)
Based on the foregoing, we believe the record is clear that CMS has diligently attempted to assist you in avoiding foreclosure, although the property failed to qualify for all available home retention programs and CMS is not yet in receipt of all missing information required to complete the SS review. Should you wish to further discuss any aspect of the SS process, we encourage you or your real estate agent to contact CMS’s Home Retention Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or calling [redacted]. Please include your loan number on all pages of correspondence. The CUSTOMER SERVICE DEPARTMENT for Carrington Mortgage Services, LLC is toll free and you may call from 8:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. You may also visit our website at [redacted].
-IMPORTANT BANKRUPTCY NOTICE-
If you have been discharged from personal liability on the mortgage because of bankruptcy proceedings and have not reaffirmed the mortgage, or if you are the subject of a pending bankruptcy proceeding, this letter is not an attempt to collect a debt from you but merely provides informational notice regarding the status of the loan. If you are represented by an attorney with respect to your mortgage, please forward this document to your attorney.
-CREDIT REPORTING-
We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. As required by law, you are hereby notified that a negative credit report reflecting on your credit record may be submitted to a credit reporting agency if you fail to fulfill the terms of your credit obligations.
-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].
-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.
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting the Customer Service Department at [redacted], Monday through Friday, 8:00 a.m. to 8:00 p.m. Eastern Time or by mail at [redacted].
TENNESSEE:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance.

March 28, 2016
ORIGINAL RESPONSE SENT VIA REGULAR MAIL
[redacted], [redacted]
RE: Loan No.: [redacted]
Complaint No.: [redacted]
Borrower: [redacted]
Property Address: [redacted], [redacted]
Dear Mr. [redacted]:
The...

Customer Advocate Department of Carrington Mortgage Services, LLC (“CMS”) is in receipt of your complaint filed with the Revdex.com (“Revdex.com”) received in our office via email on March 2, 2016. CMS is committed to responsible lending and servicing and we would like to address any concerns you may have. The following is our response to the issue(s) raised in your inquiry.
As we understand your complaint, you allege that your loan was recently transferred from [redacted] (“[redacted]”) to CMS. You go on to say that shortly after the service transfer, you faxed an Auto Draft Authorization (“ADA”) form to CMS to update your bank account information for your monthly recurring draft payment option. Thereafter, on March 1, 2016, you state that CMS debited an incorrect bank account despite having provided the ADA form with your new bank account information. As a result, you feel that your prior servicer should have never provided your bank account information to CMS since you never entered into an agreement with CMS for a monthly recurring draft payment option. Consequently, your desired resolution is for CMS to process your ADA form as quickly as possible, to update your new bank account information for your monthly recurring draft, and to compensate you for the two facsimiles and bank overdraft fees that you incurred as a result of CMS debiting an incorrect bank account.
At the outset, please note that the servicing of your loan was transferred from [redacted] to CMS on or about October 2, 2015. At the time of the service transfer your loan was contractually current and next due for the November 1, 2015 mortgage payment.
As a preliminary matter, please be advised that [redacted] sent you a Notice of Assignment, Sale or Transfer of Servicing Rights (“Goodbye Letter”) on September 17, 2015. The Goodbye Letter was sent to your home address at [redacted], [redacted]. For your reference, a copy of the Goodbye Letter is attached hereto as Exhibit “A”. Please note that [redacted] sent the Goodbye Letter fifteen (15) days prior to the effective date of service transfer and did properly notify you that CMS would be your new servicer effective October 2, 2015. Additionally, please further note that the Goodbye Letter specifically advised you that if your monthly payments were automatically debited from your bank account, then that particular service would continue after the service transfer to CMS.
Likewise, CMS sent you a Notice of Servicing Transfer (“Hello Letter”) to notify you of the upcoming servicing transfer. The Hello Letter was also sent to your home address at [redacted], [redacted]. For your reference, a copy of the Hello Letter is attached hereto as Exhibit “B”. The purpose of the Hello Letter was to advise you that CMS would start collecting your mortgage payments effective October 2, 2015 and to advise you that your prior servicer, [redacted], would no longer accept payments received after October 1, 2015.
Additionally, the Hello Letter made you aware that, pursuant to the Real Estate Settlement Procedures Act (“RESPA”), CMS would not assess any type of late fee or report any delinquency for the first sixty (60) days following the effective date of service transfer. Also included in the Hello Letter was your new CMS account number, the address to remit your monthly mortgage payments, the address to our Customer Service Department, and a toll-free telephone number to our Customer Service Department. Specifically, the Hello Letter also advised you that if your monthly mortgage payments were being electronically debited from your bank account by your prior servicer, then that particular payment method would continue in connection with the servicing transfer. Lastly, the Hello Letter also enumerated the various methods available to you for making a payment and it included the processing fee for each method (if applicable), instructions on how to complete your payment, and instructions on how to create your online account on CMS’s website.
On November 2, 2015, CMS processed your regularly scheduled monthly auto draft payment in the amount of $605.34 which was applied to your November 1, 2015 mortgage payment. On December 1, 2015, CMS again processed your regularly scheduled monthly auto draft payment in the amount of $605.34 which was applied to your December 1, 2015 mortgage payment. Subsequently, on January 1, 2016, CMS processed your regularly scheduled monthly auto draft payment in the amount of $605.34 which was applied to your January 1, 2016 mortgage payment.
On January 14, 2016, our servicing notes confirm that you called CMS and spoke with a Customer Service representative. During this phone call, you advised the representative that you needed to update the bank account information for your monthly recurring draft. The representative correctly advised you that you would need to submit a new ADA form which could be downloaded directly from the CMS website. Additionally, the representative confirmed that upon receipt of the ADA form, CMS could process your request within ten (10) days since you were already enrolled in a monthly recurring draft payment option. To expedite receipt of the ADA form, the CMS representative provided you with a fax number so you could send the complete and signed ADA form along with a copy of a voided check.
Thereafter, on February 1, 2016, CMS processed your regularly scheduled monthly auto draft payment in the amount of $608.36 which was applied to your February 1, 2016 mortgage payment. Please note that CMS debited a higher payment amount for the February 1, 2016 mortgage payment pursuant to the escrow analysis that was performed on November 6, 2015. As you may recall, the November 6, 2015 escrow analysis confirmed that your monthly payment amount would increase by $3.02, from $605.34 to $608.36. If you want to review the escrow analysis, please log in to your CMS online account and download a copy of the analysis by selecting the “document portal” link from your online account homepage.
Then, on March 1, 2016, CMS again processed your regularly scheduled monthly auto draft payment in the amount of $608.36 which was applied to your March 1, 2016 mortgage payment. That same day, our servicing notes confirm that you again called CMS and spoke with a Customer Service representative. During this phone conversation, you advised the representative that CMS continued to debit your monthly mortgage payment from an incorrect bank account despite you previously sending a new ADA form via facsimile on January 17, 2016 with the new bank account information. The representative confirmed that our servicing notes did not indicate receipt of the ADA form and encouraged you to resend the ADA form via facsimile so CMS could update your bank account information.
On that same day, March 1, 2016, our records indicate that CMS updated the bank account information you provided for your monthly recurring draft payment option. The following business day, March 2, 2016, a CMS representative called you to confirm that your request had been processed and that your upcoming April 1, 2016 mortgage payment would be automatically debited from your new bank account.
In closing, CMS sincerely apologizes for any perceived unprofessional customer service you believe you may have received during your phone calls to our office. Rest assured that CMS strives to accommodate all reasonable customer expectations and will continue to deliver a first-class customer service experience.
Based on the foregoing investigation and review of your account, we find no evidence of wrongdoing on CMS’s behalf. Specifically, our review confirms that your prior servicer and CMS both provided you with timely and clear notices advising you of the service transfer and the continuation of your monthly recurring draft payment option. While we understand your frustration associated with the service transfer, our records are clear that all of the CMS representatives have been professional, courteous, and more than willing to assist you with your request. As a result, CMS categorically denies any insinuation that we have not serviced your loan properly pursuant to your loan documents and applicable laws. Consequently, CMS respectfully denies your request for compensation.
Nevertheless, please know that CMS remains committed to the highest standards of customer satisfaction and will continue to do the utmost to assist any customer with a complaint. If you want to contact CMS regarding the administration of your loan you may do so by calling our Customer Service Department at [redacted], Monday through Friday, from 8:00AM to 8:00PM, Eastern Time. You can also send written correspondence including inquiries and complaints about your mortgage to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted] or fax your correspondence to [redacted].
We trust that this communication addresses all of the concerns noted in your complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, from 8:00AM to 5:00PM, Pacific Time.
Sincerely,
[redacted]
Customer Advocate
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], [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].
NEW YORK:
New York City Department of Consumer Affairs License Number 1264739
This Collection agency is licensed by the City of Buffalo license numbers: [redacted] & [redacted]
City of Yonkers Debt Collection Agency License Number: 9717
For New York residents: You may file complaints about CMS with the New York State Department of Financial Services. You may obtain further information from the New York State Department of Financial Services by calling the Department’s Consumer Assistance Unit at [redacted] or by visiting the Department’s website at [redacted]. Carrington Mortgage Services, LLC is registered with the Superintendent of the New York State Department of Financial Services.

June 9, 2015[redacted] RE: Loan No.: [redacted] Borrower: [redacted] Property Address: [redacted], [redacted] Case No.: [redacted]Dear Ms. [redacted]:The Customer Advocate Department of Carrington Mortgage Services,...

LLC ("CMS") is inreceipt of a complaint filed with the Revdex.com ("Revdex.com") regarding the above-referencedloan received in our office via email on May 20, 2015. CMS is committed toresponsible lending and servicing and we would like to address any concerns you may have. Thefollowing is our response to the issue(s) raised in the inquiry.As we understand your complaint, you have raised concern that CMS is collecting an escrowcushion equal to $400.00 which is greater than the $143.00 escrow cushion that you have paidwith your prior loan servicer. You are requesting CMS to reduce the required escrow cushionamount.At the outset, please note that the servicing of this loan was transferred from [redacted] ("[redacted]") to CMS on April 2, 2015. On April 6, 2015, the attached Notice of ServiceTransfer ("Hello Letter") was issued to you notifying you of the service transfer to CMS. At thetime of the service transfer your loan was contractually current and showing due for the April 1,2015 mortgage payment in the amount of $1,087.08. This payment was made up of a principaland interest amount of $861.18 and a monthly escrow collection in the amount of $225.90.A review of our records found that you filed for protection under a Chapter 7 Bankruptcy, casenumber 14-12673 on October 6, 2014. On January 14, 2015, the courts granted your request todischarge all secured and unsecured debts listed on your original petition. As you failed toreaffirm the debt prior to obtaining the discharge, you were no longer personally liable to repaythe discharged debt; however, the discharge did not extinguish the lien on the subject property.CMS is able to confirm that your loan has remained contractually current throughout the durationthat CMS has serviced your loan as our records also show that CMS received and applied yourApril 1, 2015 mortgage payment on April 7, 2015. On May 6, 2015, CMS received and appliedyour May 1, 2015 mortgage payment. Currently, your loan is showing due for the June 1, 2015mortgage payment in the amount of $1,087.08.Please be advised that the Real Estate Settlement Procedures Act ("RESP A") requires that anescrow analysis be completed within sixty days following the service transfer of a loan.Accordingly, on May 8, 2015, CMS completed the attached initial escrow analysis for your loan.It is important to note that the analysis of your escrow account does not in any way change yourprincipal and interest payment in the amount of $861.18.The May 8, 2015 escrow analysis projected total annual escrow disbursements in the amount of$2,441.64, which includes an annual hazard insurance premium in the amount of $1,349.00 andannual property taxes in the amount of $1 ,092.64. RESPA guidelines limit the amount of fundsa loan servicer may require a borrower to hold in an escrow account, commonly known as anescrow cushion. Although RESP A does not require the lender to maintain a cushion, RESP Adoes allow a loan servicer to maintain an escrow cushion equal to two months (one-sixth) of theamount of the total annual disbursements paid out of an escrow account.Because the total annual escrow disbursements for your loan have been projected to be$2,441.64, your escrow account is required to have a minimum of $406.94 at all times($2,441.64 divided by 6 equals $406.94). Based upon the projected disbursement date of yourannual hazard insurance premium and the projected date that your property tax payments aredisbursed, CMS determined that your escrow account will only contain funds in the amount of$6.57 in February 2016. Because you are required to have $406.94 in your escrow account at alltimes, CMS determined that your escrow account will contain an escrow shortage in the amountof $400.37 at that time ($406.94 minus $6.57 equals $400.37).In order to prevent any undue hardship, CMS has spread the escrow shortage of $400.37 over aperiod of twelve months which resulted in an increase to your monthly mortgage payment from$1,087.08 to $1,098.01 effective with the July 1, 2015 mortgage payment. For your ease ofreference, a breakdown of the July 1, 2015 mortgage payment is outlined below.Principal and Interest: $ 861.18 Base Escrow Collection: $ 203.47 ($2,441.64 divided by 12)Monthly Escrow Shortage: $ 33.36 ($400.37 divided by 12)July 1, 2015 Payment $ 1,098.0As we understand, your prior loan servicer may have required you to maintain an escrow cushionwhich was less than the escrow cushion requirement that CMS requires. CMS has reviewed itsrecords in an effort to locate the last escrow analysis that was completed by your prior loanservicer; however, CMS has been unable to obtain such escrow analysis. Because CMS isunable to obtain the last escrow analysis that was completed by your prior loan servicer, CMS isunable to determine the exact amount of the escrow cushion amount that your prior loan servicercollected.Currently, CMS does not offer the option to stop maintaining an escrow cushion for your loan.CMS adheres to RESPA guidelines and will maintain a two month escrow cushion in the escrowaccount at all times. Should you wish to pay the escrow shortage in full, we encourage you tosubmit the projected escrow shortage in the amount of $400.37 along with specific postinginstructions to CMS at the following address: Carrington Mortgage Services, Attention PaymentProcessing, [redacted]. Specific paymentinstructions should be clearly indicated on the form of payment as well as on the paymentcoupon.While CMS certainly apologizes for any inconvenience you may experience due to CMScollecting an escrow cushion, CMS assures you that the collection of this escrow cushion iswithin the bounds of federal, state and local laws and the related servicing agreement.Based on the foregoing, we believe the record is clear that CMS has properly managed yourescrow account. To the extent that statements in your letter consist of allegations of wrongdoingof any nature by CMS or otherwise, all such allegations are denied. Should you wish to furtherdiscuss any aspect of your loan, we encourage you to contact our Customer Service Departmentat [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

November 17, 2015
[redacted]
RE: Loan No.: [redacted]
Borrower: [redacted]
Property Address: [redacted]
Complaint I.D. No.: [redacted]

Dear Mr. [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 or about November 9, 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 complaint.
As you are aware, our [redacted] Department originally received an inquiry from you on or about October 21, 2015 that was filed with the Revdex.com which raises the exact same issues as your most recent Revdex.com complaint. Accordingly, the loan was researched and a response was sent to you by CMS with a copy to the Revdex.com on November 9, 2015. A copy of that response is included here for your ease of reference.
As we understand your most recent Revdex.com complaint, you state that you have reviewed CMS’s November 9, 2015 response and you have determined that the response did not resolve all of your concerns. You claim that you did not receive any of the notices CMS issued to you and further claim that you never agreed to send funds to CMS on Monday, September 21, 2015. Although you have provided additional information surrounding the events that led up to you filing the complaint, CMS is unable to identify any new issues that have not been addressed within the November 9, 2015 response.
Please be advised that CMS’s initial position outlined within the November 9, 2015 response letter has not changed and it is CMS’s belief that all of the issues you have raised have been fully addressed. Because your recent Revdex.com complaint has not raised any new issues that have not been previously addressed in detail by CMS, no further response from CMS is required. Moreover, CMS will not respond to future correspondence raising substantially the same or identical claims as we have now addressed these issues on multiple occasions.
Should you wish to further discuss any aspect of your loan, we encourage you to contact CMS’s Customer Service Department at [redacted] for further assistance.
We trust that this communication addresses all of the concerns noted in the complaint. If you have any further questions, please contact the undersigned at [redacted], Monday through Friday, 8:00 AM to 5:00 PM, Eastern Time.
Sincerely,
[redacted]
CC: Revdex.com
IMPORTANT DISCLOSURES
-INQUIRIES & COMPLAINTS-
For inquiries and complaints about your mortgage loan, please contact our CUSTOMER SERVICE DEPARTMENT by writing to Carrington Mortgage Services, LLC, Attention: Customer Service, [redacted], or 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.
-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.
-MINI MIRANDA-
This communication is from a debt collector and it is for the purpose of collecting a debt and any information obtained will be used for that purpose. This notice is required by the provisions of the Fair Debt Collection Practices Act and does not imply that we are attempting to collect money from anyone who has discharged the debt under the bankruptcy laws of the United States.
-HUD COUNSELOR INFORMATION-
If you would like counseling or assistance, you may obtain a list of HUD-approved homeownership counselors or counseling organizations in your area by calling the HUD nationwide toll-free telephone number at [redacted] or toll-free TDD [redacted], or by going to [redacted]. You can also contact the CFPB at [redacted], or by going to [redacted].
-SCRA DISCLOSURE-
MILITARY PERSONNEL/SERVICEMEMBERS: If you or your spouse is a member of the military, please contact us immediately. The federal Servicemembers Civil Relief Act and comparable state laws afford significant protections and benefits to eligible military service personnel, including protections from foreclosure as well as interest rate relief. For additional information and to determine eligibility please contact our Military Assistance Team toll free at [redacted].
-NOTICES OF ERROR AND INFORMATION REQUESTS-
You have the right to request documents we relied upon in reaching our determination. You may request such documents or receive further assistance by contacting 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].
TENNESSEE:
This collection agency is licensed by the Collection Service Board of the Department of Commerce and Insurance.